Learn English with Pearson Business Partner

• ☐ ☐ ☐ work experience [n] - previous jobs
• ☐ ☐ ☐ retail [n] - the business of selling products directly to customers
• ☐ ☐ ☐ customer services [n] - helping customers by answering questions and providing information
• ☐ ☐ ☐ a shop assistant [n] - a person who works in a shop
• ☐ ☐ ☐ move into [phv] - change to a new job or position
• ☐ ☐ ☐ deal with [phv] - handle or manage a situation or problem
• ☐ ☐ ☐ problem-solving skills [n] - the ability to find solutions to issues or problems
• ☐ ☐ ☐ essential [adj] - very important or necessary
• ☐ ☐ ☐ IT skills [n] - skills with computers and technology (information technology)
• ☐ ☐ ☐ via [exp] - by using
• ☐ ☐ ☐ digital channels [n] - online tools or platforms used to communicate
• ☐ ☐ ☐ motivate [v] - encourage or inspire someone to do something
• ☐ ☐ ☐ set goals [exp] - decide on things you want to achieve
• ☐ ☐ ☐ team spirit [n] - the feeling of working well together with others in a group
• ☐ ☐ ☐ training sessions [n] - classes to teach skills or knowledge
• ☐ ☐ ☐ progress [v] - improve or move forward
• ☐ ☐ ☐ a reputation [n] - the opinion people have about someone or something
• ☐ ☐ ☐ a current job [exp] - the job you are doing right now
• ☐ ☐ ☐ Where do you see yourself in five years? [exp] - What do you think you will be doing five years in the future?
• ☐ ☐ ☐ on-the-job training [exp] - learning skills or gaining experience while working

[n] - noun,  [v] - verb,  [phv] - phrasal verb,  [adj] - adjective,  [exp] - expression

---

Matt	Angela

• Matt is an HR manager for a London-based fashion company.
• Angela is applying for a job at Matt's company.

1. What is Angela’s current job?
   A team leader in customer services
   A customer service adviser
   A manager in retail
   A shop assistant
   
   
2. What skill does Angela consider the most important for her job?
   Communication skills
   Problem-solving skills
   Listening skills
   IT skills
   
   
3. How does Angela motivate her team?
   By setting goals and celebrating achievements
   By helping them with problem solving
   By giving them extra training sessions
   By offering financial rewards
   
   
4. Why does Angela want to work for Matt’s company?
   The company has a strong reputation for customer service.
   She wants to move into another industry.
   She wants to progress in her career.
   She is unhappy in her current role.
   She wants a higher salary.
   
   
5. What does Angela want to do in five years?
   Focus on staff training and skill development
   Work in a different industry
   Open her own retail business
   Become a company director
   
   
6. What kind of training does Matt’s company offer?
   Communication and IT training
   Management training
   On-the-job training
   Online training
   Retail training
   
   

---

Directions: Practice reading the script. Then Hide parts of the conversation and try to repeat the script from memory.

Instrucciones: Practica leyendo el guion. Luego haz clic en Hide para ocultar algunas de las expresiones y trata de repetir la conversación de memoria.

Instrucciones: Pratique lendo o roteiro. Em seguida, clique em Ocultar para esconder algumas das expressões e tente repetir a conversa de memória.

지시 사항 : 스크립트를 읽는 연습을 하세요. 그런 다음 Hide 를 클릭하여 일부 표현을 숨기고 대화를 기억해서 반복해 보세요.

• Show All Hide All
  
• Matt:
  So, Angela, can you tell me about your work experience?
  s h
• Angela:
  Yes. Well, I work as a team leader in customer services for a retail company. I started my working life as a shop assistant, and then I moved into customer services. I have a lot of experience dealing with customers.
  s h
• Matt:
  And what are your main strengths?
• Angela:
  I have excellent communication skills, both speaking and writing. But I think the most important skill is listening, really listening to your staff and customers.
• Matt:
  Yes, that's an important skill for customer services.
  s h
• Angela:
  I think I also have good problem-solving skills, as that's part of my job every day. It's essential to listen to customers and my team and help to solve their problems.
  s h
• Matt:
  What other skills do you have?
• Angela:
  I have good IT skills because we deal with customers via many digital channels these days. And I have good people skills. I'm good at motivating my team to do their job well. That's essential when you manage customer service advisers.
  s h
• Matt:
  How have you helped to motivate staff?
  s h
• Angela:
  Well, there are lots of ways to do that. I've always set goals with staff, and when they meet those goals, we celebrate, for example. It's important to have a good team spirit. The job can sometimes be stressful when customers get angry.
  s h
• Matt:
  Yes, you're right. And have you ever organized training sessions?
  s h
• Angela:
  Yes, I've done a lot of staff training and given presentations.
  s h
• Matt:
  Why do you want to work for our company, Angela?
• Angela:
  I want to progress in my career, and your company has an excellent reputation for customer service.
  s h
• Matt:
  Why do you want to leave your current job?
  s h
• Angela:
  I enjoy my work, and I've learned a lot, but your organization has more opportunities.
  s h
• Matt:
  Where do you see yourself in five years?
  s h
• Angela:
  I'd like to develop my skills and do more staff training.
  s h
• Matt:
  Do you have any questions for me?
  s h
• Angela:
  Yes, I do. What training opportunities are there with this job?
  s h
• Matt:
  Well, we have an excellent management training program. We'll train you in all our products and processes. We'll also provide on-the-job training.
  s h
  
  
• Show All Hide All

• I have a lot of experience --- to deal dealing (dealing) with customers.
• I have excellent communication skills, both --- to speak speaking (speaking) and --- to write writing (writing) .
• But I think the most important skill is --- to listen listening (listening) .
• It's essential --- to listen listening (to listen) to customers and my team and help --- to solve solving (to solve) their problems.
• I'm good at --- to motivate motivating (motivating) my team --- to do doing (to do) their job well.
• How have you helped --- to motivate motivating (to motivate) staff?
• It's important --- to have having (to have) a good team spirit.
• Why do you want --- to work working (to work) for our company, Angela?
• I want --- to progress progressing (to progress) in my career.
• Why do you want --- to leave leaving (to leave) your current job?
• I'd like --- to develop developing (to develop) my skills and do more staff training.

---

Directions: Write sentences about the video clip using the words given. You can change the word form or add words, but you cannot change the word order. Use a present time frame (tense).
( ) = optional   [ ] = necessary

Instrucciones: Escriba oraciones sobre el videoclip usando las palabras dadas. Puede cambiar la forma de la palabra o agregar palabras, pero no puede cambiar el orden de las palabras. Usa el tiempo presente.

Instrucciones: Escribe oraciones sobre el videoclip usando las palabras dadas. Puede cambiar la forma de las palabras o agregar palabras, pero no puede cambiar el orden de las palabras. Usa tiempo presente.

지시 : 주어진 단어를 사용하여 비디오 클립에 대한 문장을 씁니다. 어형을 변경하거나 단어를 추가할 수 있지만 어순은 변경할 수 없습니다. 현재 시제를 사용합니다.

Matt / interview / Angela / for / position / company

Matt is interviewing Angela for a position at his company.

Show Hide

Angela / be / currently / team / leader / customer / service

Angela is currently a team leader in customer service(s).

Show Hide

she / describe / strength / in / communication / listen / and / problem / solve

She describes her strengths in communication, listening, and problem-solving.

Show Hide

Angela / also / mention / IT / and / people / skill / which / help / her / manage / and / motivate / team

Angela also mentions her IT and people skills, which help her (to) manage and ((to)) motivate [her/the] team.

Show Hide

she / motivate / staff / by / set / goal / and / celebrate / achievement

She motivates her staff by setting goals and celebrating achievements.

Show Hide

Angela / also / have / experience / organize / train / session / and / give / presentation

Angela also has experience organizing training sessions and giving presentations.

Show Hide

Angela / want / join / company / progress / career

Angela wants to join [the/this] company (in order) to progress in her career.

Show Hide

she / ask / Matt / if / there / any / train / opportunity

She asks Matt if there are any training opportunities.

Show Hide

Matt / describe / company / train / program

Matt describes the company’s training programs.

Show Hide

Directions: Play the audio clip and try to repeat what you hear. Click "Show" to see the text.

Instrucciones: Reproduce el clip de audio e intenta repetir lo que escuchas. Haga clic en "Show" para ver el texto.

Instrucciones: Reproduzca el clip de audio e intente repetir lo que escucha. Haga clic en "Mostrar" para ver el texto.

지시 사항 : 오디오 클립을 재생하고 들리는 내용을 반복해 보십시오. 텍스트를 보려면 "Show" 를 클릭하십시오.

Clip 1

I work as a team leader in customer services for a retail company.

Show Hide

Clip 2

I started my working life as a shop assistant.

Show Hide

Clip 3

I have a lot of experience dealing with customers.

Show Hide

Clip 4

But I think the most important skill is listening, really listening to your staff and customers.

Show Hide

Clip 5

It's essential to listen to customers and my team and help to solve their problems.

Show Hide

Clip 6

Because we deal with customers via many digital channels these days.

Show Hide

Clip 7

I'm good at motivating my team to do their job well.

Show Hide

Clip 8

That's essential when you manage customer service advisers.

Show Hide

Clip 9

And when they meet those goals, we celebrate, for example.

Show Hide

Clip 10

The job can sometimes be stressful when customers get angry.

Show Hide

Clip 11

I want to progress in my career.

Show Hide

Clip 12

Your company has an excellent reputation for customer service.

Show Hide

Clip 13

I enjoy my work, and I've learned a lot, but your organization has more opportunities.

Show Hide

Clip 14

I'd like to develop my skills and do more staff training.

Show Hide

Clip 15

Yes, I do. What training opportunities are there with this job?

Show Hide

Clip 16

We'll also provide on-the-job training.

Show Hide

1. How did Angela do in this interview? What did she do well? What did she not do well?
   ↪ Use: I think Angela did ... in the interview.
   ↪ Use: Angela demonstrated...
   ↪ Use: However, she could have...
2. Angela says listening is the most essential skill. Do you agree? Why or why not?
   ↪ Use: I agree because listening...
   ↪ Use: I disagree. While listening is important, ... [is/are] often more essential in business situation. This is because...
3. What factors are most important to you when choosing a company to work for?
   ↪ Use: For me, ... [is/are] most important because...
   ↪ Use: When choosing a company to work for, I prioritize ... because...
4. What other questions are common for a job interview in your country?
   ↪ Use: People usually ask (about) ... in my country.
   ↪ Use: I think questions like ... are quite common.
5. What questions are not appropriate during a job interview?
   ↪ Use: It is not okay to ask...   Questions like that.
   ↪ Use: It used to be okay to ask about ... but not anymore.
6. What was your best job interview experience?
   ↪ Use: My best job interview was...
7. What was your worst job interview experience?
   ↪ Use: My worst job interview was...
   ↪ Use: One time, I interviewed for ..., and I...

Directions: Practice interviewing your partner. Before you ask and answer the questions, decide what type of company and position you are interviewing for. Then give the interviewee a few minutes to write down a few short notes on each question.

1. | Can you tell me about your work experience?
2. | What are your main strengths?
3. | What other skills do you have?
4. | How have you helped to motivate staff?
5. | Have you ever organized training sessions?
6. | What about staff? Have you ever had any problems with difficult people in your teams?
7. | Why do you want to work for our company?
8. | Why do you want to leave your current job?
9. | Where do you see yourself in five years?
10. | Do you have any questions for me?