The document provides information about logistics and handling logistics for an upcoming workshop. It discusses that logistics refers to completing an entire operation from start to finish. It also mentions that Jane needs to handle the logistics for ABC Co.'s upcoming regional workshop, which includes confirming details, booking accommodations, arranging facilities, and transportation. Useful phrases for communication are also listed.

1. Unit 9
LOGISTICS

2. LOGISTICS
•In broader terms, logistics refers
to the whole process to complete an
operation from start to end
•ABC Co. will hold the regional
workshop next month. Jane
needs to handle the logistics.

3. LOGISTICS
•By that, Jane needs to
•Confirm the date and time of the
workshop
•Book hotel rooms
•Arrange meeting facilities
•Send cars to pick up meeting
attendants

4. USEFUL PHRASES
•If you bear with me for a moment -
please wait for a moment
•To look into it - to investigate what
happened

5. CLARIFYING THE SPELLING
Able, Baker, Charlie, David, Easy,
Fox, George, How, Item, Johnny,
King, Love, Mike, Nancy, Oboe,
Peter, Queen, Roger, Sugar, Tear,
Uncle, Victor, William, X-Ray, York,
Zebra

6. EFFECTIVE PHONING
•How can I help you today?
•What seems to be the problem?
•I’ll just make some notes as you are
speaking.
In Company Upper intermediate Macmillan Publishers 2004

7. EFFECTIVE PHONING
•Could I just go over/check (your
order) again?
•I can suggest/recommend …
•Would you mind sending me a copy
of your receipt?

8. EFFECTIVE PHONING
•I can see how this creates a
problem for you./ I agree
wholeheartedly.
•I don’t blame you for being angry./
If I were you, I’d feel the same way.
•We do pay serious attention to all
customer comments.

9. EFFECTIVE PHONING
•I’ll call you back on …/I’ll get back to
you on …
•I’ll look into it straight away.
•I’m sure we can sort this out for you.

10. EFFECTIVE PHONING
•Could I help with anything else
today?
•Is there anything else I can help
you with?
•Please ring/call us again if you
need further assistance.

11. AUDIO 36
•Tiny by comparison, but much
more personal: more time to
discuss customer needs & deal
with problem in shop
•Use bar codes & database
•By tracking them

12. VOCABULARY
•If only - used to introduce a (rather
unrealized) wish: I wish
•A: You should go to Harvard.
•B: If only.(= I wish)
•Personal touch - what you do to make
someone feel special
•The host adds his personal touch by
writing handwritten thank-you
notes to every guest.

13. AUDIO 40
•There was a mix-up. The order was
sent by sea, instead of
international courier.
•To send 400 by courier
immediately

14. REPORTED SPEECH
•To relay a message from A to B, you
need a reported speech
•When a reporting verb is in past
tense, the main clause is shifted to
make it ‘more past’
•A reporting verb is bold-faced while
the shift in main clause is underlined

15. REPORTED SPEECH
•Can you tell me what (has) happened to it?
•I asked the warehouse to check what had
happened to it.
•It went 2 weeks ago.
•They told me it had gone two weeks ago.
•We sent it by sea.
•They said they had sent it by sea.
•Do you know where it it?
•I asked if they knew where it was.

16. Say vs. Tell
•We say something.
•We tell someone
something.
•We say something
to someone.

17. How to Leave a Voicemail Message
1. B/F
2. E/G
3. A
4. C/D/H
• Sequence:
3-2-4-1