brupp_unitglossary.pdf

Glossary | Unit by unit

Unit 1

acquaintance /@"kweInt@ns/ (n) a person that you know, but who is

not a close friend

arrogant /"&r@g@nt/ (adj) behaving in a proud, unpleasant way

banquet /"b&nkwIt/ (n) a formal meal for a large number of

people, usually for a special occasion, at which speeches are

often made

bargain /"bA;gIn; AmE "bA;r-/ (v) to discuss prices, conditions, etc.

with sb in order to reach an agreement that is acceptable

bound /baUnd/ (adj) if sth is bound to happen, it is certain or very

likely to happen

build a relationship /%bIld @ rI"leISnSIp/ (phrase) to create or

develop a friendly way of working or dealing with someone

cabinet /"k&bIn@t/ (n) a piece of furniture with doors, drawers and

/ or shelves, that is used for storing or showing things

caterer /"keIt@r@(r)/ (n) person or company whose job is to provide

food and drinks at a business meeting or for a special occasion

come across /kVm @"krQs; AmE -"krA;s/ (phr v) to make a

particular impression

complex /"kQmpleks; AmE k@m"pleks/ (adj) dificult to understand

because of being made of many different things or parts

confident /"kQnfId@nt; AmE" "kA;n-/ (adj) feeling certain that sth

will happen in the way that you want or expect

confirm /k@n"fE;m; AmE -"fE;rm/ (v) to state that sth is deinitely

true or correct, or that an arrangement is deinite or oficial

cover for /"kVv@ f@(r); AmE "kVv@r/ (phr v) to do sb’s work or

duties while they are away

create an impression /krI%eIt @n Im"preSn/ (phrase) to give people

a particular feeling, idea, or opinion the irst time they see sth or

meet sb

creativity /krieI"tIvIti/ (n) the quality of being able to produce new

ideas or works of art using skill and imagination

exhibition /%eksI"bISn/ (n) a collection of things of a similar kind

that are shown to the public

expensive /Ik"spensIv/ (adj) costing a lot of money

extravagance /Ik"str&v@g@ns/ (n) the act or habit of spending more

money than you can afford or than is necessary

favourable /"feIv@r@bl/ (adj) [BrE] [AmE favorable] making people

have a good opinion of sb / sth

forge /fO;dZ; AmE fO;rdZ/ (v) to create or develop sth successful

using a lot of effort

functional /"fVnkS@nl/ (adj) practical and useful

gain /geIn/ (v) to obtain or win sth such as an advantage or beneit

glossy /"glQsi; AmE "glA;si/ (adj) printed on smooth, shiny,

expensive paper

have a reputation /h&v @ %repju"teISn/ (phrase) to be thought of in

a particular way, because of what you have done in the past

ineffective /InI"fektIv/ (adj) not achieving what you want to

achieve; not having any effect

innovation /In@"veISn/ (n) the introduction of new things, ideas, or

ways of doing sth

interpret /In"tE;prIt; AmE -"tE;rp-/ (v) to translate one language

into another as you hear it

maternity leave /m@"tE;n@ti li;v; AmE -"tE;rn-/ (n) a period of time

when a woman temporarily leaves her job to have a baby

modest /"mQdIst; AmE "mA;d-/ (adj) not very large, expensive,

important, etc.

ostentatious /%Qsten"teIS@s; AmE %A;st-/ (adj) (disapproving)

expensive or noticeable in a way that is intended to impress

people

phenomenon /fi"nQmIn@n; AmE -"nA;m-/ (n) a fact or an event in

nature or society

portfolio /pO;t"f@Uli@U; AmE pO;rt"foUlioU/ (n) a collection of

photographs, drawings, etc. that you use as an example of your

work, especially when applying for a job

premises /"premIsIz/ (n) the building and the land around it that a

business uses

principles /"prIns@plz/ (n) moral rules or strong beliefs that

inluence your actions

professionalism /pr@"feS@n@lIzm/ (n) the high standard that you

expect from a person who is well trained in a particular job

project an image /pr@%dZekt @n "ImIdZ/ (phrase) to present sb / sth

or yourself to other people in a particular way, especially one

that gives a good impression

proof reading /"prU;f ri;dIN/ (n) the process of checking a copy

of printed material and correcting mistakes in it before it is

published

provisionally /pr@"vIZ@n@li/ (adv) in a way that is not yet deinite

rapport /r&"pO;(r)/ (n) a friendly relationship in which people

understand each other well

real estate /"rI;@l IsteIt/ (n) property in the form of land or

buildings

recent /"ri;s@nt/ (adj) that happened or began only a short time ago

recommend /%rek@"mend/ (v) to tell sb that sth is good or useful, or

that sb would be suitable for a particular job, etc.

referral /rI"fE;r@l; AmE -"fE;r-/ (n) the act of sending sb who needs

professional help to a person or place that can provide it

regarding /rI"gA;dIN; AmE -"gA;rd-/ (prep) concerning sb / sth;

about sb / sth

represent /%reprI"zent/ (v) to be a member of a company or group

and act or speak on their behalf

reputation /%repju"teISn/ (n) the opinion that people have about

what sb / sth is like, based on what has happened in the past

standardized /"st&nd@daIzd/ (adj) made to have the same features

or qualities as other things of the same type

successful /s@k"sesfl/ (adj) achieving your aims or achieving

success, for example by making a lot of money

suspicious /s@"spIS@s/ (adj) feeling that sb has done sth wrong,

illegal, or dishonest, without having any proof

switch /swItS/ (v) to change from one thing to another

synergy /"sIn@dZi; AmE -n@rdZi/ (n) a relationship in which two

or more people or companies work together and achieve more

energy, power, success, etc. than they could separately

take a dislike to /%teIk @ dIs"laIk t@/ (phrase) to feel that you do not

like sb / sth, especially when this is sudden

text /tekst/ (n) a way of sending written messages using a mobile

phone / cellphone

tradition /tr@"dISn/ (n) a belief, custom, or way of doing sth that

has existed for a long time among a particular group of people;

a set of these beliefs or customs

trustworthy /"trVstwE;Di; AmE -wE;rDi/ (adj) that you can rely on to

be good, honest, sincere, etc.

wary /"we@ri; AmE "weri/ (adj) careful when dealing with sb / sth

because you think that there may be a danger or problem

word-of-mouth /%wE;d @v "maUT/ (adj) spread news by people

telling each other

Business Result Upper-intermediate

Glossary | Unit by unit

Unit 2

absenteeism /%&bs@n"ti;Iz@m/ (n) staying away from work,

especially often and without good reasons

achievement /@"tSi;vm@nt/ (n) the act or process of doing sth

successfully, especially using your own effort and skill

acknowledged /@k"nQlIdZd; AmE -"nA;l-/ (adj) accepted publicly as

having a particular status or authority, or as having achieved sth

alignment /@"laInm@nt/ (n) the correct relationship of things with

each other

annual bonus /%&nju@l "b@Un@s; AmE -"boUn-/ (n) extra money

that is added to sb’s wages once a year, as a reward

appreciation /@pri;sI"eISn/ (n) the feeling of being grateful for sth or

of noticing sb’s good qualities, good work, etc.

attendance reward /@"tend@ns rIwO;d; AmE -wO;rd/ (n) something

such as extra money that is given to sb because they have come

to work regularly and not missed any days

autonomy /O;"tQn@mi; AmE O;tA;n-/ (n) the ability to act and make

decisions without being controlled by anyone else

better (yourself) /"bet@(r)/ (v) to improve your social position

through education, a better job, etc.

boost staff morale /bu;st sta;f m@"rA;l; AmE -st&f m@"r&l/ (phrase)

to increase the conidence and enthusiasm of staff

break the ice /%breIk Di "aIs/ (phrase) to say or do sth that helps

people to feel relaxed and to start talking, especially at the

beginning of a meeting, party, etc.

bump into /%bVmp "Int@/ (phr v) to meet sb by chance

commission /k@"mISn/ (n) an amount of money that is paid to sb

for selling goods and which increases with the amount of goods

that are sold

company car /%kVmp@ni "kA;(r)/ (n) a car which is provided by the

company that you work for

compensation plan /%kQmp@n"seISn pl&n; AmE %kA;m-/ (n) [AmE]

everything that an employee receives from their employer

including pay, beneits, and other rewards

dead-end job /dedend "dZQb; AmE -"dzA;b/ (n) a job with low

wages and no hope of promotion or improvement

development /dI"vel@pm@nt/ (n) the process of gradually

improving by learning more, becoming more advanced, etc.

discount /"dIskaUnt/ (n) an amount of money that is taken off the

usual cost of sth

fare /fe@(r)/ (n) the money that you pay to travel by bus, plane,

taxi, etc.

feel valued /%fi;l "v&lju;d/ (phrase) to feel that you and what you

do are considered important by other people

filter through /%fIlt@ "Tru;; AmE %fIlt@r-/ (phr v) to reach or become

known by more people

foster loyalty /%fQst@ "lOI@lti; AmE %fA;st@r-/ (phrase) to encourage

people to feel faithful in their support of sth such as an

organization

fulfilment /fUl"fIlm@nt/ (n) a feeling of being happy and satisied

with what you are doing or have done

generous /"dZen@r@s/ (adj) giving a large amount; giving freely

gossip /"gQsIp; AmE "gA;sIp/ (n) informal talk or stories about

other people’s private lives, that may be unkind or not true

hire /"haI@(r)/ (n) person who has recently been given a job by a

company

horticulture /"hO;tIkVltS@(r); AmE "hO;rt-/ (n) the study or practice

of growing lowers, fruit, and vegetables

improve performance /Im%pru;v p@"fO;m@ns; AmE -p@r"fO;rm@ns/

(phrase) to make people do sth better or work more effectively

incentive scheme /In"sentIv ski;m/ (n) [BrE] a plan or system for

encouraging people to do sth or to work harder by rewarding

them

intervene /%Int@"vi;n; AmE %Int@r-/ (v) to become involved in a

situation in order to improve or help it

make the grade /%meIk D@ "greId/ (phrase) to reach the necessary

standard; to succeed

misconception /%mIsk@n"septS@n/ (n) a belief or an idea that is not

based on correct information

monopolize /m@"nQp@laIz; AmE -"nA;p-/ (v) to have or take control

of the largest part of sth so that other people are prevented

from sharing it

motivate /"m@UtIveIt; AmE "moU-/ (v) to make sb want to do sth,

especially sth that involves hard work and effort

non-cash rewards /%nQnk&S rI"wO;dz; AmE -"wO;rdz/ (n) something

other than money that you are given because you have done sth

good, worked hard, etc.

non-contributory pension plan /nQn kQn%trIbjut@ri "penSn

pl&n/ (n) a pension plan (= system of making regular payments

into a fund for when a person retires) that is paid for by the

employer and not the employee

on-time bonus /Qn taIm "b@Un@s; AmE A;n taIm "boUn@s/ (n) an

extra amount of money that is added to sb’s wages as a reward

for regularly coming to work at the correct time

perceived /p@"si;vd/ (adj) understood or thought of in a particular

way by people

perk /pE;k; AmE pE;rk/ (n) something you receive as well as your

wages for doing a particular job

positive feedback /pQzItIv "fi;db&k; AmE pA;z-/ (n) comments

that sth or sb’s work is good or useful

praise /preIz/ (n) words that show approval of or admiration for

sb / sth

private medical insurance /praIv@t "medIkl InSU@r@ns; AmE -"Sur-/

(n) [BrE] an arrangement in which regular payments are made

to a company who will pay for private medical care for sb if they

are ill / sick

profit-sharing scheme /"prQfIt Se@rIN ski;m; AmE "prA;fIt SerIN/ (n)

[BrE] a system of dividing all or some of a company’s proits

among its employees

range /reIndZ/ (n) a set of products of a particular type

recognition /%rek@g"nISn/ (n) public praise and reward for sb’s work

or actions

remark /rI"mA;k; AmE -"mA;rk/ (n) something that you say or write

which expresses an opinion, a thought, etc. about sb / sth

remuneration package /rI%mju;n@"reISn p&kIdZ/ (n) the pay and

other beneits that sb gets for doing their job

satisfaction /s&tIs"f&kSn/ (n) the good feeling that you have when

you have achieved sth or when things happen in the way that

you want

staff discount /stA;f "dIskaUnt; AmE st&f-/ (n) an amount of

money that is taken off the usual cost of sth when it is sold to an

employee of the company that makes or provides it

staff retention /stA;f rI"tenSn; AmE st&f-/ (n) the action of keeping

employees at the same company rather than losing them to

other companies

subsidiary /s@b"sIdi@ri; AmE -dieri/ (n) a business company that is

owned or controlled by another larger company

time in lieu /%taIm In "lu;/ (phrase) time off that an employee is

allowed to take in return for extra hours they have worked at

other times

various /"ve@ri@s; AmE "ver-/ (adj) several different

Glossary | Unit by unit

vary /"ve@ri; AmE "veri/ (v) to change or be different according to

the situation

voucher /"vaUtS@(r)/ (n) [BrE] a printed piece of paper that can be

used instead of money to pay for sth, or that allows you to pay

less than the usual price of sth

press release /"pres rIli;s/ (n) an oficial statement made to

journalists by a large organization

prioritize tasks /praI%Qr@taIz "tA;sks; AmE praI"O;r@taIz t&sks/

(phrase) to put the jobs you have to do in order of importance,

so that you can deal with the most important irst

resolve conflict /rI%zQlv "kQnflIkt; AmE rI%sA;lv "kA;nflIkt/ (phrase)

to deal with a disagreement or argument between people or

groups

roofing /"ru;fIN/ (n) the work of building and repairing roofs

run out of money /rVn %aUt @v "mVni/ (phrase) to use up a supply

of money so there is no more available

site /saIt/ (n) a place where a building is or will be situated

stay on track /steI Qn "tr&k/ (phrase) to continue doing the right

thing in order to achieve a particular result

tariff /"t&rIf/ (n) a ixed price that is charged by a company for a

particular service, for example for the use of a phone

unrealistic budget /VnrI@%lIstIk "bVdZIt/ (phrase) an amount of

money that has been allowed for sth, that is not enough because

it does not accept things as they really are

upfront planning /%VpfrVnt "pl&nIN/ (phrase) making plans for sth

in advance, before you start

vital /"vaIt@l/ (adj) necessary or essential in order for sth to

succeed or exist

within budget /wI%DIn "bVdZIt/ (phrase) costing no more than the

money that is available or was planned to spend

Unit 3

accurate forecast /%&kj@r@t "fO;kA;st; AmE -"fO;rk&st/ (n) a correct

statement about what will happen in the future, based on

information that is available now

ahead of schedule /@%hed @v "Sedju;l; AmE "skedZu;l/ (phrase)

inished or done before the planned time

allocate resources /%&l@keIt rI"zO;sIs; AmE "ri;sO;rsIs/ (phrase) to

oficially decide how money, equipment, staff etc. should be

used

battery /"b&t@ri/ (n) a device that is placed inside a car engine,

clock, mobile phone, etc. and that produces the electricity that

makes it work

behind schedule /bI%haInd "Sedju;l; AmE "skedZu;l/ (phrase)

inished or done later than the planned time

budget constraints /"bVdZIt k@nstreInts/ (n pl) factors that limit or

restrict the amount of money that can be spent on sth

capture /"k&ptS@(r)/ (v) to succeed in getting control of sth that

other people are also trying to control

check progress /tSek "pr@Ugres; AmE "proU-/ (v) to ind out if sth

is improving or developing, or getting nearer to being achieved

or completed

collate /k@"leIt/ (v) to collect and arrange information from several

different sources, or several documents or pieces of paper

compile /k@m"paIl/ (v) to produce a book, list, report, etc. by

bringing together different items

handset /"h&ndset/ (n) the part of a telephone that you hold close

to your mouth and ear to speak into and listen

keep track of spending /ki;p %tr&k @v "spendIN/ (phrase) to always

have recent information about how much money has been spent

lack of planning /%l&k @v "pl&nIN/ (phrase) a situation in which sb

has not thought carefully enough in advance about what they

are going to do

life span /"laIfsp&n/ (n) the length of time that sth is likely to

continue or function

maintain /meIn"teIn/ (v) to make sth continue at the same level,

standard, etc.

make contingency plans /meIk k@n"tIndZ@nsi pl&nz/ (phrase) to

make plans for what to do if a particular event happens or does

not happen

make the launch date /meIk D@ "lO;nS deIt/ (phrase) to succeed

in having a product ready to be made available or shown to the

public by the planned date

man-hours /"m&n aU@(r)z/ (n) relating to the amount of work done

by one person in one hour

miss the deadline /mIs D@ "dedlaIn/ (phrase) to fail to do sth, such

as inish a piece of work, before the time by which it must be

done

out of control /%aUt @v k@n"tr@Ul; AmE -"troUl/ (phrase) impossible

to manage or to control

over budget /%@Uv@ "bVdZIt; AmE %oUv@r-/ (phrase) costing more

than the money that is available or was planned to spend

plumbing /"plVmIN/ (n) the work of putting in and repairing the

pipes and other systems that supply water to a building

Unit 4

appropriate /@"pr@UprI@t; AmE -"proU-/ (adj) suitable, acceptable,

or correct for the particular circumstances

bring (sth) about /brIN @"baUt/ (phr v) to make sth happen

bring (sth) down /%brIN "daUn/ (phr v) to reduce sth

canvas /"k&nv@s/ (n) a strong heavy rough material used for

making tents, sails, etc.

carry (sth) out /%k&ri "aUt/ (phr v) to do and complete a task

cement /sI"ment/ (n) a grey powder that sets hard when it is mixed

with water, used in building to stick bricks together and to make

very hard surfaces

come up with /%kVm "Vp wID/ (phr v) to ind or produce an answer,

a sum of money, etc.

commercially-viable proposition /k@mE;S@li "%vaI@bl prQp@"zISn;

AmE -mE;rS@li -prA;p-/ (phrase) a business idea that is good

enough to be successful and make money

concrete /"kQnkri;t; AmE "kA;n-/ (adj) made of concrete (= a

building material that is made by mixing together cement and

water)

contract /"kQntr&kt/ (n) an oficial written agreement

cutting-edge technology /kVtIN %edZ tek"nQl@dzi; AmE -"nA;l-/

(phrase) the newest or most advanced technological machinery,

equipment, or knowledge

delicious /dI"lIS@s/ (adj) having a very pleasant taste

demonstrate /"dem@nstreIt/ (v) to show sth clearly by actions or by

giving proof

dung /dVN/ (n) solid waste from animals, especially from large ones

earthquake /"E;TkweIk; AmE "E;rT-/ (n) a sudden, violent shaking

of the earth’s surface

enable /I"neIbl/ (v) to make it possible for sb to do sth

enhanced /In"hA;nst; AmE -"h&nst/ (adj) improved, better than

before

Glossary | Unit by unit

fertilizer /"fE;tIlaIz@(r); AmE "fE;rt-/ (n) a substance added to soil to

make plants grow more successfully

get round /%get "raUnd/ (phr v) to deal with a problem successfully

impressive /Im"presIv/ (adj) making you feel admiration, because

of being very good, skilful, etc.

inflatable /In"fleIt@bl/ (adj) needing to be illed with air or gas

before you use it

innovative concept /%In@v@tIv "kQnsept; AmE -"kA;ns-/ (phrase) an

idea that is very new and has never been thought of before

inspire /In"spAI@(r)/ (v) to give sb the desire, conidence, or

enthusiasm to do sth well

insulation /%Insju"leISn/ (n) materials used to prevent heat, sound,

electricity etc. from passing through sth

key feature /ki; "fi;tS@/ (phrase) a part of a thing that is particularly

important, interesting, or typical

major advantage /"meIdZ@r @d"vQ;ntIdZ; AmE -"v&nt-/ (phrase) an

important quality of sth that makes it better or more useful than

sth else

patent /"peIt@nt/ (n) an oficial right to be the only person to make,

use, or sell a product

pay off /%peI "Qf; AmE -"A;f/ (phr v) to be successful and bring good

results

pitch /pItS/ (n) talk or arguments used by a person trying to sell

things or persuade people to do sth

policy /"pQl@si; AmE "pA;/ (n) a plan of action agreed or chosen by

a political party, a business, etc.

potential benefit /p@%tenSl "ben@fIt/ (phrase) an advantage that sth

may give you or a helpful and useful effect that it may have

practical solution /%pr&ktIkl s@"lu;Sn/ (phrase) a sensible way of

solving a problem, that is likely to be successful

R & D /A;r @n "di;/ (n) Research and Development; the part of a

business whose work is to ind new products and processes or to

improve existing ones

radical /"r&dIkl/ (adj) new, different, and likely to have a great

effect

raise awareness /%reIz @"we@n@s; AmE -"wE;r-/ (phrase) to help

people know that sth exists and is important

refrigeration /rI%frIdZ@"reISn/ (n) the process of keeping food etc.

cold so that it stays fresh

refugee /%refju"dZi;/ (n) a person who has been forced to leave

their country or home, because there is a war or for political,

religious, or social reasons

remote /rI"m@Ut; AmE -"moUt/ (adj) far away from places where

other people live

revolutionary idea /rev@%lu;S@nri aI"dI@/ (phrase) an idea that is

new and that involves a great or complete change

rigid /"rIdZId/ (adj) stiff and dificult to move or bend

sealed /si;ld/ (adj) closed tightly so that air, liquid, etc. cannot get

in or out

set up /%set "Vp/ (phr v) to start sth such as a business

specification /%spesIfI"keISn/ (n) a detailed description of how sth

is, or should be, designed or made

state-of-the-art design /steIt @v Di %A;t dI"zaIn; AmE -%A;rt-/

(phrase) design that uses the most modern or advanced

techniques or methods

sustainable /s@s"teIn@bl/ (adj) involving the use of natural products

and energy in a way that does not harm the environment

take (sth) forward /%teIk "fO;w@d; AmE -"fO;rw@rd/ (phr v) to help

sth to progress towards a good result

take (sth) up /%teIk "Vp/ (phr v) to accept sth that is offered or

available

tank /t&nk/ (n) a large container for holding liquid or gas

technological breakthrough /tekn@%lQdZIkl "breIkTru;;

AmE -%lA;dZ-/ (n) an important development in technology

that may lead to an achievement

turbines /"tE;baInz; AmE "tE;rb-/ (n pl) machines that receive power

from a wheel that is turned by the pressure of water, air, or gas

unique /ju;"ni;k/ (adj) being the only one of its kind

vaccine /"v&ksi;n/ (n) a substance that is put into the blood and

that protects the body from a disease

vibration /vaI"breISn/ (n) a continuous shaking movement or

feeling

Unit 5

accounts /@"kaUnts/ (n pl) the part of a company that keeps

written records of money that is owed to the business and

money that has been paid by it

agitated /"&dZIteItId/ (adj) showing in your behaviour that you are

anxious and nervous

approval /@"pru;v@l/ (n) agreement to or permission for sth,

especially a plan or request

attentive /@"tentIv/ (adj) helpful and making sure that people have

what they need

attitude /"&tItju;d; AmE -tu;d/ (n) the way that you behave

towards sb / sth that shows how you think and feel

blame /bleIm/ (v) to think or say that sb / sth is responsible for sth

bad

bulb /bVlb/ (n) the glass part that its into an electric lamp, etc. to

give light when it is switched on

bulk /bVlk/ (n) a large amount or quantity of sth

cashier /k&"SI@(r)/ (n) a person whose job is to receive and pay out

money in a bank, shop / store, hotel, etc.

confectionery /k@n"fekS@n@ri/ (n) sweets / candy, chocolate, etc.

count for /"kaUnt fO;(r)/ (phr v) to be important or have an effect

courteous /"kE;tI@s; AmE "kE;rt-/ (adj) polite in a way that shows

respect

deducted /dI"dVktId/ (v past participle) something such as money

that is taken away from a total amount

discontinued /dIsk@n"tInju;d/ (adj) no longer being made

discourteous /dIs"kE;tI@s; AmE -"kE;rt-/ (adj) not polite in a way

that does not show respect

dissatisfied /dIs"s&tIsfaId/ (adj) not happy or satisied with sb / sth

efficient /I"fIS@nt/ (adj) doing sth well and thoroughly with no waste

of time, money, or energy

encounter /In"kaUnt@(r)/ (n) an occasion on which two or more

people meet and have to deal with each other, especially when

this is unexpected

exceed customers’ expectations /Ik%si;d kVst@m@z

ekspek"teISnz/ (phrase) to make sth better than customers

hoped or expected

existing /Ig"zIstIN/ (adj) happening, used, or in place at the present

time

existing customer /Ig"%zIstIN "kVst@m@(r)/ (n) a person who is a

customer at the present time

find your feet /%faInd "fi;t/ (phrase) to become able to act

independently and with conidence

get feedback /get "fi;db&k/ (phrase) to get advice, criticism, or

information about how good or useful sth is

Glossary | Unit by unit

high-quality /%haI "kwQlIti/ (adj) of a very good standard

literally /"lIt@r@li/ (adv) used to emphasize the truth of sth that may

seem surprising

lose customers /%lu;z "kVst@m@(r)z/ (phrase) to have customers

taken away by another company

loyal /lOI@l/ (adj) remaining faithful to sb / sth and continuing to

support them or it

measure customer satisfaction /meZ@(r) %kVst@m@(r)

s&tIs"f&kSn/ (phrase) to ind out how pleased customers are

with a product or service

meet customers’ needs /mi;t %kVst@m@(r)z "ni;dz/ (phrase) to give

customers what they want or need

negotiation /nIg@USI"eISn; AmE -goU-/ (n) a formal discussion

between people who are trying to reach an agreement

originate /@"rIdZIneIt/ (v) to happen or appear for the irst time in a

particular place or situation

quibble /"kwIbl/ (v) to argue or complain about a small matter or

an unimportant detail

reassure /rI@"SO;(r)/ (v) to say or do sth that makes sb less

frightened or worried

receipt /rI"si;t/ (n) a piece of paper that shows that goods or

services have been paid for

refund /rI"fVnd/ (v) to give sb their money back, especially because

they have paid too much or because they are not satisied with

sth they bought

repeat /rI"pi;t/ (adj) happening or doing sth again in the same way

as before

responsive /rI"spQnsIv/ (adj) reacting quickly and in a positive way

rule of thumb /%ru;l @v "TVm/ (phrase) a practical method of doing

or measuring sth, usually based on past experience rather than

on exact measurement

satisfied /"s&tIsfaId/ (adj) pleased because you got what you

wanted

specifically /sp@"sIfIkli/ (adv) in a detailed and exact way

stuff /stVf/ (n) (informal) used to refer in a general way to a group

or type of things

sub-standard /sVb"st&nd@d; AmE -d@rd/ (adj) not as good as

normal; not acceptable

superb /su;"pE;b; AmE -"pE;rb/ (adj) excellent; of very good quality

sympathize /"sImp@TaIz/ (v) to show that you understand and feel

sorry about sb’s problems

take notice /%teIk "n@UtIs; AmE -"noUt-/ (phrase) to pay attention

to sb / sth

tills /tIlz/ (n pl) machines used in shops / stores, restaurants, etc.

that have a drawer for keeping money in, and that show the

amount of money received for each thing that is sold

tough /tVf/ (adj) (informal) unfortunate, but impossible to change

turn (sb) away /%tE;n @"weI; AmE %tE;rn-/ (phr v) to refuse to allow

sb to enter a place

uncaring /Vn"ke@rIN; AmE -"ker-/ (adj) not kind or helpful, and not

sympathetic to other people’s feelings

unpublicized rule /Vn%pVblIsaIzd "ru;l/ (n) a rule that is not oficial

or written down, but that people know about and follow

upset /Vp"set/ (adj) unhappy or annoyed

affiliated /@"fIlIeItId/ (adj) closely connected to or controlled by a

group or an organization

bribery /"braIb@ri/ (n) the dishonest act of giving sb money to

persuade them to help you or to do sth bad

by-product /"bAIprQdVkt; AmE -prA;d-/ (n) a substance that is

produced during the process of making or destroying sth else

cheer /tSI@; AmE tSIr/ (n) a shout of joy, support, or praise,

especially from a group of people

claim /kleIm/ (v) to say that sth is true although it has not been

proved and other people may not believe it

combat /"kQmb&t; AmE "kA;m-/ (v) to stop sth unpleasant or

harmful from happening or from getting worse

comply with regulations /k@m%plaI wID regju"leISnz/ (phrase) to

obey the oficial rules about how sth should be done

contributor /k@n"trIbjut@(r)/ (n) something that helps to cause sth

corroded /k@"r@UdId; AmE "roU-/ (adj) damaged by the gradual

action of chemicals

corruption /k@"rVpSn/ (n) dishonest or illegal behaviour, especially

of people in authority

counteract /%kaUnt@r"&kt/ (v) to do sth to reduce or prevent the

bad or harmful effects of sth

credibility /kredI"bIlIti/ (n) the quality that sb / sth has that makes

people believe or trust them

deception /dI"sepSn/ (n) the act of deliberately making sb believe

sth that is not true

discreet /dI"skri;t/ (adj) careful in what you say or do, in order to

keep sth secret or to avoid causing embarrassment or dificulty

for sb

discrimination /dIskrImI"neISn/ (n) the practice of treating sb or a

particular group in society less fairly than others

donate time /d@U%neIt "taIm; AmE doU-/ (phrase) to spend

some of your free time helping other people or helping an

organization such as a charity

dye /daI/ (v) to change the colour of sth, especially by using a

special liquid or substance

ethics /"eTIks/ (n pl) moral principles that control or inluence a

person’s behaviour

ethos /"i;TQs; AmE -TA;s/ (n) moral ideas and attitudes that belong

to a particular group or society

exotic /Ig"zQtIk; AmE -"zA;t-/ (adj) exciting and unusual because it

is connected with foreign countries, especially tropical countries

exploit /Ik"splO;It/ (v) to treat sb unfairly by making them work and

not giving them much in return

fairness /"fe@;n@s; AmE "fer-/ (n) the quality of treating people

equally or in a way that is reasonable

feature /"fI;tS@(r)/ (n) a special article or programme about sb / sth

in a newspaper, on television, etc.

generosity /dZen@"rQsIti; AmE -"rA;s-/ (n) the fact of being

generous (= willing to give sb money, gifts, time, or kindness

freely)

greed /gri;d/ (n) a strong desire for more wealth, possessions,

power, etc. than a person needs

initiative /I"nIS@tIv/ (n) a new plan for dealing with a particular

problem or for achieving a particular purpose

itinerary /aI"tIn@r@ri/ (n) a plan of a journey, including the route

and the places that you visit

livelihood /"laIvlihUd/ (n) a means of earning money in order to

live

methane /"mi;TeIn/ (n) a gas without colour or smell, that burns

easily and is used as fuel

Unit 6

act responsibly /%&kt rI"spQnsIbli; AmE -"spA;ns-/ (phrase) to

behave in a way that shows you want to do the right thing and

avoid harming people or things by your actions

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