TESTS ANSWER KEY

Unit 1 1b

LANGUAGE AND SKILLS TEST 2c

Language 3a

1 4c

1b 5b

2a

3d 4

4b 1 based

5c 2 responsible

6d 3 main

7c 4 involved

8b 5 going

9a

10 d 5

1 on

2 2 CORRECT

1 will be doing 3 about

2 Will you still be working 4 for

3 will you have achieved 5 an

4 will be doing 6 been

5 will have disappeared 7 CORRECT

6 will have created 8 if

7 will have moved 9 to

8 will have built 10 CORRECT

9 will have finished

10 will be going SKILLS

Short listening

3 6

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 TESTS ANSWER KEY

1 Max Ludigen The company is offering every member of staff the

chance to participate. We are doing this because we
2 Leadership value all our employees and feel everyone should be
involved in any changes which will affect them.
3 on holiday / away
So, we’d like each one of you to come up with
4 extra costs
different and innovative ideas; your suggestions
5 quality control could relate to office space, catering, dress code or
anything that makes our office a better place to work.
6 online All you have to do is complete the online form by the
end of the month. You should include details about
7 components how your suggestion would operate in practice, as
this will determine who receives the prize amongst
8 apology
employees with similar ideas. The prize we are
offering is two days’ extra holiday for each
suggestion which the company implements, with a
Reading maximum of three suggestions being implemented
this year.
7
If you are interested or have any questions, please
1C contact the HR team as soon as possible.

2A Yours sincerely,

3D HR Manager

4B

5A LCCI ENGLISH FOR BUSINESS

6D Model answer

7C Would you like to learn a new language or spend

time working abroad? Then why not take advantage
of some exciting new company schemes?
Writing
As you know, everyone at EurAm Foods will soon be
8 working very closely with their international
colleagues as we all take a more standardised
Model answer approach to our operations. To encourage stronger
relationships, the company is happy to announce that
Dear All they are offering various opportunities for staff to get
to know their international colleagues while learning
CHANGE THE COMPANY AND EARN EXTRA
and travelling.
HOLIDAY!
Firstly, because we believe good communication is
Want to take part in changing our office culture and
key to success, training courses will be soon be
earn extra holiday this year? Then you are sure to be
offered globally – by webinar – so that you can train
delighted that we are holding a staff competition to
alongside your colleagues in other parts of the world.
improve your working environment.
In addition, the company is going to offer language
classes to staff who frequently travel or staff keen to

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 TESTS ANSWER KEY

add it to their professional development. Click on the

link to find out which language courses will be offered
and discuss availability with your Line Manager. 2

Even more exciting is the new office work-exchange 1 could be given more
programme. Staff will be able to spend three months
2 ought to / should be employed
working in an office abroad while an international
colleague replaces them at home. Places for this are 3 can be done
limited and employees must have a minimum of
three years’ service in the company to qualify. Let 4 has to / must / needs to be spent
your HR representative know if you wish to apply for
a placement. 5 mustn’t / shouldn’t be forgotten

And finally, there is going to be a competition to 6 needs to be developed

design a new uniform for shop-floor staff worldwide.
7 could be improved
The competition is open to any employee and the
winner will receive a €1,000 EurAm Foods Voucher 8 would / could be recruited
and two days extra holiday this year. For full details
of the competition, click on this link. 9 does not have to be introduced

These opportunities will be available very soon. Don’t 10 might / may not be given
hesitate to contact your HR representative if you
have any questions on any of these exciting new
opportunities.
3

1a
Unit 2 2c
LANGUAGE AND SKILLS TEST
3c
Language
4b
1
5a
1b

2d
4
3c
1 (a)round
4a
2 ensure
5c
3 agree
6b
4 step
7c
5 hear
8a

9b
5
10 d
© 2018 Pearson PHOTOCOPIABLE 3
 TESTS ANSWER KEY

1 you 4a

2 CORRECT 5c

3 at 6b

4 as 7a

5 in

6 of Writing

7all 8

8 CORRECT Model answer

9 CORRECT Dear Mr Barnet,

10 it Thanks for your email. I’m surprised that I have to

choose two courses, as I understood I could choose
only one. I would definitely like to attend the in-house
Dealing with conflict course on 12/13 June. As I am
SKILLS
having a few problems with a difficult team member,
Short listening it is important to attend a course that will help me
deal with them.
6
For the second course, it would be very helpful if I
1 quotation could attend the Working with different cultures
course because we are now working in multicultural
2 3 / three teams. However, I’m concerned about the dates
because this course comes straight after my first
3 basic management
choice. Would it be possible to do the culture course
4 venue later in the year? In addition, please could you let me
know if the residential course is two or three nights
5 Balen away?

6 the-job Regards,

7 positive feedback John Harding

8 HR manager

LCCI ENGLISH FOR BUSINESS

Long listening Model answer

7 Dear Mr Sanders

1b I am writing to request some more professional

training as this is my first management position.
2c Following my three-month appraisal, I realise that I
need to improve my skills in some areas. I have
3a
found some excellent courses offered by a company

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 TESTS ANSWER KEY

called NPY Training. As my appraisal suggests I 8b

sometimes have problems communicating with my
staff, it is important I attend the Communication Skills 9b
course, reference NPY CS1. According to my
10 d
manager, it is vital that I develop skills in active
listening and giving clear feedback so that I can fully
understand staff issues and communicate decisions
more effectively. As it’s an online course over 30 2
hours, I can complete it in my own time. The cost of
this course is €800. 1 probably won’t have

I am also interested in developing my skills in 2 are certain to cut

effective planning. My manager believes this will help
3 won’t rise significantly
me to organise my workload better and complete
tasks on time. It will also teach me to create realistic 4 are unlikely to decrease
schedules for my team. The Effective Planning
course (NPY EP1) only takes one day and costs 5 is due to be built
€400. The next course is on 8th September and my
assistant is happy to cover for me on that date. 6 will probably increase

I am attaching full details of both courses. I would like 7 are likely to sponsor
to attend them as soon as possible.
8 also certain to
Because registration for the Effective Planning
9 definitely going to open / definitely opening
course closes soon, could you let me know if I can
attend this course by tomorrow afternoon? As I 10 are due to open
understand it, there is only one place left.

Best regards,
3

1 turn
Unit 3
2 with
LANGUAGE AND SKILLS TEST
3 made
Language
4 approach
1
5 time
1c

2d
4
3c
1b
4b
2a
5a
3b
6a
4c
7d
© 2018 Pearson PHOTOCOPIABLE 5
 TESTS ANSWER KEY

5c 7c

5 Writing

1 of 8

2 caused Model answer

3 despite This has been a challenging year, largely as a result

of the global economic depression, which has
4 cause caused a downturn in our key markets: Europe and
the Americas. Here we had to make many tough
5 coming
decisions. However, our entry into two new markets,
India and Australia, has helped to reduce the losses.

SKILLS In spite of the challenges, we finished the year with

group sales of $30 billion, compared to $40 billion
Short listening last year. Sales fell 30% in the USA, while European
sales were down 20% on the previous year. On the
6 other hand, sales in India were very encouraging for
our first year. Our sales there reached $3 billion and
1 Staff numbers
they are growing steadily. Australian sales saw a
2 2,256 slower start, but the year ended with total sales of
$88 million.
3 operating costs
Unfortunately, we had to close three stores in the
4 positive effect USA and four across Europe, although our online
sales remain steady in all of those particular markets.
5 commercial mortgage
Our plans for the future include launching a new
6 Clarebigh high-end brand in North America and Europe to
boost sales in those regions. We are also planning to
7 cash flow
open two small stores in Australia and six in India,
8 current performance which gives us cause to be optimistic.

7 LCCI ENGLISH FOR BUSINESS

1c Model answer

2a Executive summary

3b 2018 was a very challenging year for WeatherWorld

Tents, with mixed results. There were sales declines
4c in some markets, which were caused by the
economic slowdown across Europe and North
5a America. However, with economies booming in
Australia and some parts of South East Asia, there
6d
was some good news. Overall, we finished the year
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 TESTS ANSWER KEY

with total sales revenue of $23 million, up 2.5% on 8b

the previous year.
9b
With regard to sales in Europe, these were down 9%
on the previous year. This figure was largely a result 10 c
of the economic slowdown and the arrival of a major
new competitor, who came into the market with
extremely competitive prices. In North America, it 2
was very similar – sales fell by 7%. These results
have led to the company having to make a number of 1 won’t be able to access the app unless
tough decisions in order to lower operating costs,
improve efficiency and therefore remain competitive. 2 will survive if they develop / won’t survive if they
Decisions include investing in setting up a new don’t develop
factory in India as well as planning a major
3 on condition that you spend
restructuring of the company.
4 doesn’t / won’t lose its competitive edge providing it
The good news is that sales in Australia and South-
keeps
East Asia really took off, and contributed 30% of the
total sales revenue. This gives us cause to be 5 we had the funds, we could invest
optimistic and we anticipate that these regions will
continue to grow over the coming year. 6 will increase as long as we use

We were very pleased to be able to give our 7 get this service if you have
shareholders a 2% dividend, which is slightly lower
than last year, but better than we expected. We are 8 I were you, I wouldn’t recruit
very optimistic about the future as we continue to
9 provided you offered
reduce operating costs and carry out the company
restructuring. The overall forecast for the coming 10 staff like it if we asked them
year looks promising.

3
Unit 4
1 down 2 deal 3 back 4 point 5 go
LANGUAGE AND SKILLS TEST

Language
4
1
1b 2a 3c 4b 5b
1b

2a
5
3d
1 to 2 order 3 recover 4 sum 5 recommend
4c

5a
SKILLS
6c
Short listening
7b
© 2018 Pearson PHOTOCOPIABLE 7
 TESTS ANSWER KEY

6 only have fifteen employees, we plan to expand

soon. IKL does offer a useful technical service
1 complicated contract, but it’s very expensive.

2 virus The HVRT package is for companies with up to 50

employees, which is great for our expansion plans.
3 holidays
Their software provides all the functions we need
4 hours although they only have a built-in helpdesk.

5 midday I therefore propose that we purchase the HVRT

package as it offers more features and allows the
6 dinner business to expand. It is also less expensive as there
is no service contract.
7 quantities

8 contract
LCCI ENGLISH FOR BUSINESS

Model answer
Long listening
This report aims to assess the damage that recent
7 customer complaints have had on the business and
to propose ways to deal with the problems.
1b
Recently, there have been a large number of
2a
complaints that orders have been sent incorrectly
3c and deliveries have failed to arrive on time. We have
always been very proud of our excellent customer
4c service, so this situation is very disappointing. In
addition, we have received emails from angry
5a customers saying that the Customer Service staff are
rude and very unhelpful.
6b
In order to solve these problems, we need to do two
7b
things. Firstly, I propose that we give Customer
Service staff more training in how to deal with
customers and the importance of keeping them
Writing happy. Despite the high cost, if the Customer Service
department is well trained, customers will feel that
8 they are being thoroughly looked after and that we
really care. This is crucial in retaining customers.
Model answer
Secondly, we should invest in a new order and
This proposal evaluates the use of two office
distribution processing system to minimise the
software products to improve efficiency. Recently
possibility of delivery errors in the future.
there have been complaints about our current
software, so we have decided to upgrade it. I have I have look at several automated systems and feel
looked at two packages, IKL Admin Software and that the best solution would be the DVStar System. It
HVRT IT. has excellent reviews and focuses particularly on
customer satisfaction at each stage of the order and
The IKL package is aimed at small businesses with
distribution process. For example, it tracks customer
up to twenty employees only. Although we currently
© 2018 Pearson PHOTOCOPIABLE 8
 TESTS ANSWER KEY

orders at every step of the way for both the business 7 though
and the customer. It can be tailored to our needs and
allows for same day pick, pack and dispatch for 8 although
orders made before 2 p m. The system also
9 Despite
minimises errors by checking postcodes, which
should solve our delivery problems. 10 in spite
I therefore recommend that we purchase this system
as soon as possible.
3

1 on
Unit 5
2 picture
LANGUAGE AND SKILLS TEST
3 making
Language
4 for
1
5 why
1c

2d
4
3a
1b
4b
2a
5d
3b
6a
4a
7c
5c
8b

9c
5
10 a
1a

2 that
2
3 less
1 Even though
4 CORRECT
2 despite
5 the
3 on the other hand
6 well
4 However
7 more
5 despite
8 Despite
6 Nevertheless
© 2018 Pearson PHOTOCOPIABLE 9
 TESTS ANSWER KEY

9 been Dear Marc,

10 CORRECT I am pleased to report that you demonstrate some

very good management skills in your role as Sales
Manager. You display great aptitude for dealing with
problems and communicate well with both your staff
SKILLS
and clients. You demonstrate the ability to listen
Short listening carefully and actively and seem to be quick to
understand new ideas. You are always ready to
6 praise your team when they do something well and
give them constructive feedback.
1 promotion
I am encouraged by your work so far, although there
2 leave is one area which I feel could be improved on.
Meeting most of your team targets has been a great
3 more challenging
achievement, but unfortunately your team has not
4 most experienced exceeded any of them. It seems that there may be a
lack of motivation among some members of your
5 performance review team. This can easily be resolved with more targeted
training through a course which focuses on how to
6 Monday-Thursday get the best out of your staff. I am confident that this
will ensure that you develop the best sales team you
7 honest
can.
8 negative comments
I am sure that in the coming months you will continue
to develop your skills.

Reading Yours sincerely,

1E LCCI ENGLISH FOR BUSINESS

2C Model answer

3F Dear Edward,

4G I am pleased to report that your appraisal overall was

very satisfactory. You demonstrate a good
5D knowledge of your job and perform the necessary
duties very well. Furthermore, your attitude towards
6A your job is very positive at all times and you are well-
motivated.
7B
I am impressed with what you have done this year
despite not being able to achieve all your goals. I
Writing understand that you felt they were unrealistic and
your line manager accepts that they may have been
8 set quite high. However, he feels that you did a good
job in difficult circumstances and he will set more
Model answer realistic targets this year.

© 2018 Pearson PHOTOCOPIABLE 10

 TESTS ANSWER KEY

However, there are two areas where your line

manager feels that you need to improve – teamwork
and communication. You state that you find it difficult 2
to share work with your team, especially when you
1 wouldn’t have lost, if we had invested
are responsible for them achieving their goals. I feel
2 would have been sold if we hadn’t won
that more training in encouraging teamwork will help
3 might not have been, if all the products hadn’t been
you and the team improve in this area, so we will
recalled
organise this for you. In addition, it seems that you
4 If we hadn’t built, we would have had
sometimes have problems communicating with your
5 might not have got, if I hadn’t worked
team. The team would benefit greatly if you could
6 Would we have saved, we had invested
better understand some of the issues they face and
7 would have been, if our approach had been more
provide clearer feedback. This can easily be resolved
8 wouldn’t have chosen, if they hadn’t had
with more targeted training in leadership and
9 you have agreed to work, you had known 10
communication.
could have increased, if we had used
Nevertheless, I am confident that you will continue to
3
contribute effectively to the company. With the
relevant training and some demonstration of 1a
improvement in your performance, you could take on
more responsibility, which will help your career 2b
development in this company.
3a
Yours sincerely,
4c

5b
Unit 6
LANGUAGE AND SKILLS TEST
4
Language
1 in
1
2 on
1b
3 solution
2d
4 side
3c
5 How
4d

5b
5
6c
1 CORRECT
7c
2 to
8a
3 been
9d
4 of
10 a
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 TESTS ANSWER KEY

5 to 1G

6 CORRECT 2B

7 with 3A

8 any 4H

9 going 5E

10 CORRECT

Writing

SKILLS 8

Short listening Model answer

6 Dear all,

1 face cream We are pleased to announce that the company has

decided to use fair trade suppliers in the future. Our
2 red marks aim is to provide entirely ethically produced products
from next year. Our purchasing manager has just
3 ingredients
returned from a trip to Africa where he has been able
4 bacteria to source some excellent new suppliers.

5 legally As a result of his trip, we are now setting up a

scheme to help these African producers and
6 full refund suppliers in order to improve their working conditions
and pay. We are also helping them achieve the
7 TV documentary consistent quality we demand.

8 Production Director In addition, we are establishing a worker exchange

programme. Many employees will have the chance to
take advantage of this interesting new programme.
7 Long listening Employees from the supplier companies will be able
to work here in our UK offices for three months and
Section 1 workers from the UK can go to Africa to visit the
suppliers’ businesses. This will allow staff to see how
1H the raw materials are produced. The programme will
start next month, so if you are interested in taking
2A
part in this scheme, please let the HR manager know
3C as soon as possible.

4G

5F LCCI ENGLISH FOR BUSINESS

Model answer

Section 2 We are pleased to announce that we have completed

the investigation into the recent press articles about
© 2018 Pearson PHOTOCOPIABLE 12
 TESTS ANSWER KEY

unethical business practices in some of our factories 1b

and the quality of our meals. Two factories were
identified as having poor quality control systems, 2a
being unsafe, and using suppliers with unethical
3d
practices. We are delighted to say that procedures
have now been put in place to avoid such problems 4a
in the future.
5b
As part of the company’s commitment to provide a
safe working environment, we have developed a new 6c
code of ethics and everyone is encouraged to
familiarise themselves with this document, which is 7d
now online. The new code of ethics includes the
8b
requirement for all our factories to have the same
production and quality control processes and checks 9c
have started taking place in every factory in all the
regions. 10 d

Another key point concerns ensuring that all

suppliers match our ethical standards. We are now
checking all meat suppliers more carefully to make 2
sure that their staff are working in acceptable
1 to discuss ideas on a daily basis
conditions and paid fairly. In addition, the welfare of
any animals used in our food production must also 2 working on the report all day
match our new code, in order to supply quality meat.
3 collect the goods any day
If you believe that someone is not following the code
of ethics, you can report them to HR without 4 in a few weeks’
identifying yourself. Staff or suppliers who do not
follow these codes will be warned or dismissed for 5 hardly ever praises
repeat offences.
6 for work from time to time.
We would like to encourage staff involvement to
7 almost never leave work
further improve our ethical approach so we have
created a new online suggestion box. Full details are 8 didn’t really like my job at first
available on the website and employees will be
rewarded for any ideas that are used. 9 by 7 p.m. at the latest

Finally, the CEO is going to do a webcast to all 10 Now and then I get
company employees to accompany this newsletter.
Further details will appear on the website, and we
hope you will join us.
3

1 close
Unit 7 2 chance
LANGUAGE AND SKILLS TEST
3 play
Language
4 prioritise
1
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 TESTS ANSWER KEY

5 returning Reading

4 1b

1c 2c

2b 3d

3b 4c

4a 5b

5c 6a

7c

1 hit Writing

2 Due 8

3 caused Model answer

4 therefore Dear Mr Smith,

5 latest I’m really sorry to tell you we’ve hit a big problem with
Phase 1 of the school construction project in Doha.
Due to unforeseen circumstances, we won’t be able
to meet the original deadline for Phase 1.
SKILLS
The reason for this is that our main supplier failed to
Short listening
deliver all the building materials on time. The
6 problem was caused by a fire at their factory last
week which has put them behind schedule. I tried to
1 Oxleighton source materials of the same quality from other
suppliers, but without any success. However, our
2 supplier supplier promises to deliver in two weeks’ time.

3 2,500 I therefore propose that we start working on Phase 2

of the project, which is not dependent on these
4 credit agreement
building materials. We will obviously need to
5 Reducing stress reassess the overall schedule but I will have the final
phase completed by the original deadline.
6 three days
Yours sincerely,
7 last Friday

8 managerial
LCCI ENGLISH FOR BUSINESS

Model answer
© 2018 Pearson PHOTOCOPIABLE 14
 TESTS ANSWER KEY

Dear Mr Raven, 4c

I am really sorry to inform you that the St Kitts school 5d

project has hit a major problem and, as a result, we
are unlikely to meet the Phase 2 deadline. 6a

The main reason for the delay are construction 7b

issues with your new plans. Unfortunately, your
8a
architect was not aware of how much additional work
the addition of four new classrooms would involve for 9c
us.
10 b
Unexpected problems have also arisen with
extremely bad weather conditions that we had last
night. Unfortunately, the severe storms have done a
lot of damage to the main harbour at St Kitts which 2
means we are currently unable to receive the
1 insisted (that) Mary applied
materials we would need to complete the additional
classrooms. Unfortunately, the goods cannot leave 2 advised me to move
China while the main harbour is damaged here, so all
new shipment orders are suspended and won’t arrive 3 complained that none of the equipment worked /
by the scheduled date. works in this/that

We are currently trying to solve the problem of 4 confirmed (that) they had been / were discussing
getting the materials to the island as soon as
possible. One possibility is to instruct the freight 5 said he had finished the report the night before /
forward company to send them by air if the airport last night
reopens soon. However, this will also be a much
6 they informed us / them (that) they wouldn’t / would
more expensive option and does not guarantee
not make any changes this / that / won’t make any
completion of the new classroom by the end of
changes this year
Phase 2. We are therefore proposing that we meet to
re-assess the schedule and budget. Please let me 7 said (that) they had / have spent
know your availability in the next day or two.
8 promised to help/promised (that) he would help me
I hope to hear from you soon. 9 advised me not to
Yours sincerely, 10 she confirmed that she hadn’t wanted / didn’t want
to

Unit 8
LANGUAGE AND SKILLS TEST 3

Language 1b

1 2a

1d 3c

2b 4b

3c 5a
© 2018 Pearson PHOTOCOPIABLE 15
 TESTS ANSWER KEY

6 video meting

4 7 central processing

1 At 8 1st / first

2 Feel

3 on Long listening

4 Are 7

5 go 1c

2b

5 3b

1 been 4a

2 CORRECT 5b

3 who 6c

4 more 7b

5 about

6 even Writing

7 very 8

8 CORRECT Model answer

9 often CloCo, the specialist sports clothing company, has

just announced a full review of the company’s fair
10 are trade policy. This is as a result of a newspaper
investigation into fair trade companies, which has
uncovered some worrying allegations about some of
SKILLS CloCo’s overseas manufacturing processes.

Short listening The investigation indicated that working conditions

were poor and that some of the materials used were
6 not fair trade or organic as stated on the labels.
Senior management have already gone to visit some
1 renegotiate of the factories to check for themselves and are due
to complete initial reports by the end of the week.
2 double
The company has always been very proud of its
3 8 / eight ethical approach to business and is very concerned
about these allegations.
4 minimum orders
The CEO, George Kramer, said he was deeply sorry
5 Staff holidays about the news, if it proved to be true. He promised
that the company would do everything it could to
© 2018 Pearson PHOTOCOPIABLE 16
 TESTS ANSWER KEY

ensure that all staff, including those who work for has been signed with upmarket European
subcontractors, were paid a fair wage and had good supermarket chain Cuisine U, who will provide
working conditions. meals, drinks and duty-free items.

It is expected that the full review will be completed in Europe Airways promises their new service will
two months. CloCo also assured the public that they ensure each flight is a relaxing experience. To
would keep them updated on the progress of the summarise the new image, Saunders says, ‘It’s not
review. the destination that’s important on our flights but the
journey to get there’.

LCCI ENGLISH FOR BUSINESS

Model answer

Europe Airways today announced that it has

changed not only the way it looks but the way it looks
after its customers.

Thirty years ago, Europe Airways was the customers’

favourite airline, but sales declined in the last decade
and the company performance was unsatisfactory.
Since arriving last year, CEO Jack Saunders, has
been determined to turn the company around. As a
result, there has been a large restructuring of
booking and IT systems, and increased staff
recruitment and training.

Mr Saunders’ vision of a first-class, customer-

focused business, which brings comfort back to
affordable travel, is to be launched with a brand-new
image, which will highlight the changes. He has
promised that this vision of a friendly, comfortable
and reliable airline will become a reality when it re-
launches this week.

Saunders assures the public that passengers will be

looked after by the best-trained cabin staff in the
industry, whose goal is to provide first-class
customer service. In addition to excellent
interpersonal skills, staff will now be able to speak a
minimum of two languages in addition to English. In
order overcome problems with booking and boarding,
new online booking and IT systems have been put in
place and all support staff have been trained in using
them.

As part of the re-branding, the company will re-

launch with new colours on the planes – purple and
white. Staff will also wear these colours in designer
uniforms. To improve in-flight catering, a partnership

© 2018 Pearson PHOTOCOPIABLE 17