Paperwork

SITUATION

We are still at the offices of Bookmart Publishing Services. In this lesson we see how to deal with the problems of credit control; how to conduct an employee assessment interview; and how to investigate and report an accident.

CHARACTERS

All of these characters are British.

LANGUAGE

Collecting payments and settling accounts

7.1 Listen and read

George Harvey gets a phone call from Mr Harris, a bookshop owner. Listen to how they negotiate a change in their agreement.

7.2 Reading for key words

What words in 7.1 show us the following?

7.3 Writing practice: a request for open account terms

Imagine that Mr Harris decided to write to George Harvey instead of telephoning him. Write the letter for him. Include the points he made in 7.1, and the names and addresses of two referees. They are: James Merridew, Publishers, 97 Henrietta Street, London WC2; The Fireside Press, PO Box 7591, Milton Keynes MK45 7ER.

7.4 Document study: a statement

This is Mr Harris's first statement from Bookmart. Someone at the bookshop didn't know that they now had an account. How do we know this?

7.5 Writing figures: a monthly statement

You are preparing Mr Harris's June statement for Bookmart. Draw up the statement using the following information: on 12 June Harris sends Bookmart a cheque for £438.02; on 10 June a consignment of books is invoiced to Harris; the invoice number is 5629 and the value is £759.

7.6 Document study: a formal letter

George Harvey has to write a letter to another bookshop, Martinu Books. They have not paid anything since the end of March. Read through the letter. Notice that it is very formal.

7.7 Speaking practice: chasing payment

George Harvey did not get a reply to his letter, so he now telephones Mr Martinu. Listen to their conversation right through, then listen again and speak the part of George.

Updating personnel records

7.8 Listen and read

Terry Cabe, the Personnel Manager at Bookmart, is interviewing Frank Penny so that he can complete Frank's annual Employee Assessment Report. Listen to what they say. Notice how Frank doesn't seem to trust any of his managers.

7.9 Listen and read

Terry continues the interview. Listen to what they say. Notice how he works hard to reassure Frank, so that Frank feels able to talk about his job.

7.10 Reading for key words

Terry Cabe asks Frank Penny three questions that make Frank angry.

7.11 Document study: an Employee Assessment Record

Read Frank Penny's Employee Assessment Record below. Then write two short sentences describing his career with Bookmart. Frank is being considered for promotion to Senior Clerk. Make a list of points 'For' and 'Against' his promotion.

Telephone manner the way he speaks on the telephone.
abrasive rude and unpleasant.
surly rude and bad-tempered.
a clash of personalities a situation where two people can’t work together because they have different ideas or because they don't like each other.

7.12 Find the word

Read the text below on Frank's work. Write the word from the box for each gap.

Frank's Employee Assessment (a) shows how (b) Bookmart's career (c) is. Admittedly, Frank is not an ideal employee. He is not always punctual, and when he does get to work his behaviour is often (d) . His telephone (e) can sometimes be surly and he rarely does anything on his own (f) . His attitude to work will have to change if he wants (g) . But he isn't stupid; he has some useful (h) and some of his personal (i) could be valuable; Terry Cabe even considers that he has the (j) to handle more responsibility.

7.13 Reading for key words

Reporting an accident

7.14 Listen and read

The Bookmart warehouse is always busy. Andy Brumshaw is the warehouse foreman on duty on the afternoon of 19 June. Alice Perkins is an office cleaner. Arthur Bell works in the warehouse. Listen to what they say.

7.15 Document study

The Bookmart warehouse keeps an accident record book. This is what was written on 19 June. Read it carefully. You will need to refer to it later.

negligible so small that it doesn't matter.

7.16 Document study

The next day, Bookmart's Safety Officer is investigating the warehouse accident. He must complete one of the company's standard accident report forms for the General Manager. Write down as many of the details as you can.

7.17 Writing practice: the report’s findings

The Safety Officer also has to write a description of what happened. Write this for him, using the questions below as a guide. Remember not to include any irrelevant information, and don't, at this stage, give any opinions.

7.18 Document study

The Safety Officer's findings lead to the conclusion that Mr Bell is most to blame for the accident, but that Mr Brumshaw and Mrs Perkins are also partly to blame. The report finally makes recommendations.

reprimanded officially told that he has done something wrong.
Manning levels the number of people who work somewhere; manning includes both men and women.

7.19 Reading practice: separating fact from opinion

Here are eight statements that were made while the Safety Officer was collecting information. None of them was included in the report. Decide whether each statement is a fact or an opinion, and whether it is relevant or irrelevant. Tick two columns for each statement.