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Further Conversation � Practice for Business People ·
·
STEVE FLINDERS AND ·
.'
· ·
SIMON SWEENEY SERIES EDITOR: NICK BRIEGER
..
Business English Pair Work 2 Further Conversation Practice for Business People Steve Flinders and SilDon Sweeney.
SERIES EDITOR: NICK BRIEGER
. PENGUIN BOOKS
PENGUIN BOOKS Published by the Penguin Group Penguin Books Ltd, 27 Wrights Lane, London W8 5TZ, England Penguin Books USA Inc., 375 Hudson Street, New York, NY 10014, USA Penguin Books Australia Ltd, Ringwood, Victoria, Australia Penguin Books Canada Ltd, 10 Alcorn Avenue, Toronto, Ontario, Canada M4V 3B2 Penguin Books (NZ) Ltd, 182-90 Wairau Road, Auckland 10, New Zealand Penguin Books Ltd, Registered Offices: Hannondsworth, Middlesex, England Published by Penguin Books 1998 10 9 8 7 6 5 4 3 2 1 Text copyright © Steve Flinders and Simon Sweeney 1998 Dlustration © Chris Chaisty 1998 All rights reserved The moral rights of the authors and of the illustrator have been asserted The photograph on pages 33 and 103 (by Sandra Lousada) is reproduced courtesy of Collections; the photographs on p.52 (by Sandra Lousada, Paul Bryans and John Wender) are reproduced cour tesy of Collections and the photographs on p. 122 (by George Wright, Anthea Sieveking and John Cross) are reproduced courtesy of Collections and Barnaby's Picture Library. Printed in England by William Clowes Limited, Beccles and London Set in New Century Schoolbook and Helvetica Except in the United States of America, this book is sold subject to the condition that it shall not, by way of trade or otherwise, be lent, resold, hired out, or otherwise circulated without the publisher's prior consent in any form of binding or cover other than that in which it is published and without a similar condition including this condition being imposed on the subsequent purchaser
Photocopying notice
The pages in the book marked From Business English Pair Work 2 by Steve Flinders and Simon Sweeney © Penguin Books 1998 P H 0,. 0 COP I A 5 LEmay be photocopied free of charge for classroom use by the purchasing individual or institution. This permission to copy does not extend to branches or additional schools of an institution. All other copying is subject to permis sion from the publisher.
Acknowledgements The publishers make grateful acknowledgement to York Associates for permission to reproduce copyright material as follows: 1 ideas presented in the York Associates' video Communicating Styles by Derek Utley in Activity 17: Communicating Styles (ISBN 0 948333 62 6); 2 definitions of certain business terms in the glossary of this book taken from Key Tenns in Personnel by Steve Flinders (ISBN 0 948333 46 4); and 3 notes on giving presentations adapted from T he York Associates Teaching Business English Handbook by Nh� Brieger (ISBN 1 900991 07 1) More details of all three titles are available from York Associates Publications, 116 Micklegate, York YOI IJy, England, tel: + 44 (0)1904'624246, fax: + 44 (0) 1904 646971, e-mail:
[email protected],com, The authors and publishers would also like to thank: • Bob Dignen at York Associates for Activity 64: Troubleshooting; • Adrian Furnham of the University College London Business Psychology Unit and regular contributor to The Financial Times, who invented the exercise type used in Activy 47: Privatisation; and • Gunilla Ingels for providing the inspiration for Activity 40: Nerd management.
Every effort has been made to trace copyright holders in every case, The publishers would be interested to hear from any not acknowledged here,
9
Contents
11
Introduction
v
Teachers' Notes
1
Pair Work Activities Activity
r
Student A
Student B
Activity
Student A Student B
1
Ice breaker
31
101
34
Management development
65
135
2
Active listening
32
102
35
Managing an investment portfolio
66
136
3
Advertising standards
33
103
36
Managing the future
67
137
4
Age in employment
34
104
37
Market share
68
138
5
Annual report
35
105
38
Micro-lending
69
139
70
140
72
142
6
Banks, lending and borrowing
36
106
39
Negotiating a deal
7
Brand positioning
37
107
40
Nerd management
8
Budget negotiation
38
108
41
New product
73
143
9
Business anecdote
39
109
42
Performance appraisal
74
144
10
Business ethics
40
110
43
Personal presentation
75
145
11
Business grammar
41
111
44
Personnel management
76
146
12
Business philosophy
42
112
45
Planning a meeting
77
147
13
Business and the environment
43
113
46
Pricing strategy
78
148 149
14
Business in the community
44
114
47
Privatization
79
15
Capital investment
45
115
48
Product management
80
150
16
Career advice
46
116
49
Product presentation
81
151
17
Communicating styles
47
117
50
Promotion
82
152
18
Competence development
48
118
51
Quiz
83
153
19
Competitive tendering
49
119
52'
Recession
84
154
20
Conference organization
50
120
53
Relocation
85
155
21
Consumer movement
51
121
54
Reward
86
156
22
Consumer survey
52
122
55
Safety at work
87
157
23
Contract dispute
54
124
56
Shareholders' expectations
88
158
24
Corporate culture
55
125
57
Small talk
89
159
25
Creative thinking
56
126
58
Social arrangements
90
160
26
Ethical marketing
57
127
59
Socializing
91
161
27
Executive recruitment
58
128
60
Talking politics 1
92
162
28
Form filling
59
129
61
Talking politics 2
93
163
29
Homeworking
60
130
62
Top businesses
94
164
30
Industrial espionage
61
131
63
95
165
International marketing
62
132
64
Training
31
Troubleshooting
96
166
32
Job satisfaction
63
133
65
Utopia
97
167
33
Just-in-time management
64
134
Notes on Making Presentations
169
Glossary
172
A-Z of Language Functions
176
Communication Skill Table
180
iii
I ntrod uction To the teacher Business English Pair Work 2 has been written in response to the demand for more fluency practice activities. Its aim is to give foreign students of Business English, working in pairs, addi tional classroom practice in communicative activities in order to develop fluency in communi cation skills. As with its predecessor, Business English Pair Work 1, the material addresses a wide range of adult themes from a variety of professional areas; however, most of the activities do not require specialist knowledge. The activities have been designed in order to provide communicative practice around: • business communication skills • key language functions
The material is completely independent of any course book and can, therefore, be used on any Business English course.
Business English Pair Work 2 consists of sixty-five activities. The activities are in one book containing: • teachers' notes • the role information for student A • the role information for student
B
• notes on making presentations • a glossary of business terms • an A-Z of language functions, together with sample exponents • a table showing the communication skiIl(s) practised in each activity.
Target learners The activities are aimed at learners of Business English at intermediate level or above. All the activities can be done by in-service learners: people who need English for their work. Most of the activities can also be done in their existing form by pre-service learners: people training for a career in the business world. The few remaining activities can be done by pre-service learn ers after minor adaptations have been made and explanations of key concepts have been given by the teacher. The teachers' notes provide suggestions for lead-in activities to get pre-service students thinking about business management areas; the glossary provides key words for the managt!ment areas covered.
Description and organization The book contains sixty-five pair work activities. These are arranged in alphabetical order by title (see contents page), except for the Ice breaker, ""hich comes first. The activities can be done in any order and roles A and
B can be taken by either person in the pair. All the infor
mation for each activity is given in the book. Each activity consists of: • a short introduction to set the scene and provide some background information about the business
theme • Student A's role (first part of the book)
v
Introduction • Student B's role (second part of the book).
Each activity focuses on a communication skill (see below), Therefore, we have shown for each activity: • the communication skill to be practised • the language function(s) which may be drawn out.
All of the activities can be done in pairs; however, some of the discussion activities can also be done in small groups.
Activity types There are four main types of activities in the book: Information gap:
These are activities in which students are asked to perform a task together; they fall into two categories. In the first, one student has access to all the information and tries to impart it to hislher partner. In the second, both students are given access to half the information and by work ing together try to solve the whole problem. Discussion and conversation:
These are activities designed to stimulate students to discuss a subject or subjects with their partner, usually in order to reach agreement. These activities can often be done in small groups, as well as by pairs. Role play:
These are activities in which students are given specific roles to play in order to carry out a task. Simulation:
These are activities in which students play themselves but are given a definite task to do or are put in a specific situation.
Communication skills By doing the activities, students will practise: • presentations • phone calls • meetings and discussions • negotiations •
social English in a professional context.
The materials are designed both to practise communication skills and deveiop effective commu nication techniques. Thus they focus on both fluency and effectiveness.
vi
Introduction
How to use the book The materials are not graded. Therefore you can choose an activity on the basis of theme or communication skill.
Suggested procedure for the activity 1 Present the overall theme of the activity, focusing on key vocabulary for the topic.
2 Warm up class with lead-in questions in teachers' notes; focus on key vocabulary that will be needed in the activity.
3 Divide the class into pairs. 4 Assign roles A and
B.
5 Ask students to read the introduction. 6 Ask students to look at the information for their role. Make sure that they know what they have to do and, if necessary, how long they have to do it.
7 Give students enough time to prepare. This is particularly important for some of the activi ties, where students need to both absorb and understand the information before starting to communicate.
S Monitor the pairs while they carry out the activity, prompting the use of functional expo nents, if necessary.
Suggested procedure after the activity Feedback to the learner(s). Provide feedback for individuals, pairs, or the class on strengths and weaknesses, appropriate usage and/or mistakes. Refer students to glossary for vocabu lary items, where appropriate.
2 Feedback from the learner�s. For problem-solving activities, ask pairs to present their solu tions. One technique which involves the whole class is as follows: a) ask one pair to repeat the activity with another pair b) ask one group of four to repeat the activity with another group c) enlarge the group size each time, until a joint conclusion has been reached.
3 Follow-up activities. The teachers' notes provide ideas for follow-up activities which can be done either in class or for homework.
Timing .some activities can be short (about 10 minutes); others are likely to take longer, perhaps even r
a whole lesson. There are no time limits on the activities, except those decided by the teacher and the learners. However, you should agree and set time limits - both for preparation and for the activity. Don't allow an activity to drag on for too long. Better a few minutes too short than too long.
Additional resources As some of the activities involve figures, a pocket calculator may be useful.
vii
Teachers ' notes ..
1 Ice breaker
2 Active listeni ng
Introduction
Introduction
'Ice breakers' are short exercises for use with a new class to help people get to know each other.
This activity aims to raise students ' awareness of the importance of active listening through practising this necessary skill. It is a test of how well students listen; and an exercise in encouraging them to look at the different ways in which listeners can support speakers.
Lead-in
Ask why it is important to be able to: 1 introduce yourself and say what you do 2 'break the ice' with strangers 3 ask polite questions. Method
1 With a group class, divide students i nto As and Bs.
There are two possible methods. Either Bs introduce themselves, then As introduce themselves before Bs ask all their questions and then As question Bs. Or students take it in turns to ask a question. 2 Stress the importance of the two follow-up questions. Explain this is how small talk develops and helps to build relationships. The follow-up questions should help the natural flow of the conversations. 3 Students need move on to a new topic only when one topic has naturally dried up. 4 If the group is not too large, get students to walk around so that all the As get to talk to all the Bs and vice versa.
Lead-in
Ask the students: 1 if they are good listeners (they will naturally say that they are!) 2 what makes a good listener 3 what makes an active listener. You could at �his point show some sound-down video extracts of your own choice with samples of good and bad listeners portrayed in order to elicit more characteristics of active and inac tive listening. You could also do some warm-up prac tice in summarizing by giving them some listening or text-based input and then asking them for concise 20-30 second oral summaries of the input. Method
I You may wish to brainstorm or pre-teach vocabulary
associated with downsizing. 2 With weaker students, you may furthermore wish to
Follow-up
1 Get students to practise telling the whole group some
key information about themselves: • name • job title, responsibilities • company name, activity, location, etc. Provide a model or elicit a good example from one particular student. Explain the importance of being able to clearly introduce oneself and talk about one's work, responsibilities, company, etc. Some specific research and thought mav be required to rensure that all students have a good understanding of their job title in English. Students could find out this information before the next class, if they are not sure now. 2 Get students to write short personal profiles of them selves or of their partners. The latter could provide a collaborative effort between pairs.
invite them to contribute arguments for and against downsizing as preparation for the activity. 3 Filming the activity on video could help with analysis and feedbac k on the non-linguistic aspects of the students' listening after the end of the activity. Follow-up
I Get feedback from student A on the accuracy of student
B's reporting and vice versa. Discuss the degree of difficulty and usefulness of the exercise. This technique can be further practised using other activ itit!s in this book; or in other general discussions which you can organize yourself. 2
Teachers' notes
3 Advertising standards
4
Illtrodllctioll
I"traduction
Age in employment
This role play is a potentially highly conflictive meeting
This is a topical subject in at least some advanced indus
between a journalist and a representative of a company that
trial societies and your students may well have their own
is under attack.
First- or second-hand experiences to recount.
Lead-ill
Lead-ill
Ask students if they think television programmes should
Briefly discuss how widespread ageism is ill lhe society
not be allowed to aHack companies and their products .
in which your students live and work. Also discuss briefly why ageism exists.
Method I Begin with a discussion on body language and conflict! avoiding conflict in discussion. Elicit examples of
Method J
Each parlner should try and convince the other (although
aggressive body language (pointing. staring. thumping
it may be wise to sound out opinions before the start
the table, frowning, 'set' mouth/jaw, etc. Add to this
in order to find out which side each should take). If all
suggestions on what language is aggressive: direct,
students are fervently anti-ageist and reluctant to take
accusing. blaming, personalizing discussion, elc. Elicit
student A's part, point out that ageism is widespread
ways to reduce the risk of a discussion becoming too
and that it could be interesting to try and anticipate
conflictive. Conflict can be reduced by keeping calm,
some of the arguments used by recruiters who will not
having a soft tone of voice, avoiding aggressive body
consider older people, by playing this role.
language, avoiding personal attacks, using indirect
2 Encourage all participants to think of their additional
rather than direct language, etc.
arguments and to think of plenty of real life examples to support their positions.
2 Givc students the necessary time to think about their roles. 3 Put students into pairs.
FollOW-lip
4 A begins with criticism of the product and the claims
This is a subject where there can be a curious gap between
made for the product.
people's claims (not many people will admit to ageist alti
5 B responds defensively.
tudes) and the reality (there is serious discrimination
6 The argument continues in true television style ...but
against older people in the labour market in many indus
try to avoid too much conflicl.
trialized countries). The (British) Institute of Personnel and
7 A nice option would be to video the interview so students
Development is committed 10 the removal of age discrim
can watch it as if part of the eventual television
ination in employment and documentation on the subject
programme.
can be obtained from the IPD, IPD House, Camp Road, London SWI9 4UX, tel: 0 1 8 J 97 J 9000, fax: 0 1 8 J 263 3333.
FollOW-III' If you have the resources, have your class make a video documentary along the lines of this role play, including
5
Annual report
interviews about various products. It could be part of an on-going project.
Itltroduction Annual reports are a useful source of information on partic ular companies and collectively represent a useful source of authentic materials for teaching. Lead-ill Explain that all the categories listed in the activity have been used in real annual reports. Then ask the students about the functions and usefulness of annual reports. Invite opin ions briefly on what should go into an annual report. Method Explain that the students must first of all invent a company identity and then design an annual report for that company.
2
,
Teachers' notes
,
Encourage students to think about the objectives and likely readers of the report and to produce a draft design which would fulfil the objectives and satisfy the readership.
7 Brand positioning Introduction
Follow-up
After students have reported back, look at the most recent issue of the students' own annual report(s) (if they have one). Also look at a range of o ther annual reports to compare students' lists of contents with the real thing. Annual reports are generally easy to obtain if you write to any large company. The Financial Times newspaper also operates a central service for ordering annual reports at certain times of the year.
This activity begins with a telephone call to arrange a meeting and then the meeting itself. The topic is brand positioning. Lead-in
Discuss the terms brand, brand positioning and brand Illustrate the terms by referring to well-known branded products. identity.
Method
6 Banks, lending and borrowing Introduction
..
This role play is intended as a telephone conversation, but could be a face-to-face meeting. If you and your class decide that it is a telephone call, use internal lines, if possible. If not, have students sit back-to-back so they cannot see each other. They should go through the normal stages of a telephone call, introducing each other, getting through, stating the reason for the call, etc. The activity involves an element of information transfer and a nego tiation.
1 Allow some minutes for preparation.
2 A starts by telephoning to fix an appointment. 8 plays
hard to get. A has to explain the situation as B does not know anything. 3 In the meeting 8 starts by summarizing the present position and suggesting some action. A should counter as diplomatically as possible .. A and 8 should try to persuade each other. In the end they reach a negotiated agreement. 4 The negotiation should conclude with a clear summary of what they plan to recommend to the Board. Follow-up
1 Different negotiations will produce different results so
Lead-in
Ask why banks lend money and why they sometimes refuse to do so. (Answer: banks make money from the interest and other fees associated with lending. They also support business ventures. They sometimes refuse to lend money if they think the business venture is not a good one and their money may be at risk.) Method
A has to telephone the bank and explain what he/she wants.
8 asks various questions and a negotiation follows.
2
these can be compared between pairs or groups. Pairs should produce a memo of their recommendations for the Board.
8 Budget negotiation Introduction
This activity is based on a presentation by one side followed by a discussion or negotiation. The parties are a govern ment official anxious to keep public spending down and a restoration expert commissioned to save a famous bUilding.
Follow-up
1 The bank (8) should write a letter referring to the appli
cation and formally offer the loan with certain guaran tees attached. 2 The client (A) can write a letter to the bank referring to the application enquiries, asking for the loan, explain ing the circu mstances and accepting an y agreed conditions. 3 Alternatively, the client can change hislher opinion and write a letter closing his/her account and declaring his/her intention to change to a new bank.
Lead-in
Ask students: 1 what public spending is 2 why governments like to keep public spending down 3 what things governments typically spend most on 4 what they spend least on 5 what national monuments they know 6 who pays to look after them. Method
1 Refer to the notes on making presentations at the end
of this book.
3
Teachers' notes 2
3
4
5 6
Students work as As and Bs. Give them time to prepare their roles. A i n particular n eeds to prepare hislher presentation, putting key information on an overhead transparency dr flip chart. It would be useful to put the Gantt chart showing the project phases onto a visual. A begins, explaining the project and supplying the infor mation about costs. B takes notes and briefly prepares a response. B should also interrupt and ask questions, get clarification, etc. The next stage is a negotiation during which both sides aim to reach an agreement they can both feel happy with. In extremis, no agreement will be possible. The negotiation should conclude with a clear summary of what has been agreed or a statement as to why agree ment has not been possible.
several pairs, it could be useful to record each conversa tion for analysis and later playback. Follow-up
1 The obvious follow-up is to ask students to repeat the
whole exercise, but with the roles reversed so that each partner has to repeat the other's anecdotes with a degree of accuracy satisfactory to the originator. This is an excellent test of listening and gives further practice in the skills discussed in Activity 2: Active Listening. 2 Students could also repeat or continue the activity with their own suggestions for anecdote. 3 Students who know each very well could be invited to score each other's anecdotes for interest and wit.
Follow-up
10 Business ethics
A fax or letter summarizing and confirming the agree ment would be useful.
Introduction
9 Business anecdote
�
The activity is a discussion on the wider aspect of ethics in business, looking at corporate strategy, not just market ing methods. Naturally some controversial issues are raised.
Introduction
Anecdotes often go on for too long. Preparing and struc turing anecdotes can help keep them interesting and to the point. Lead-in
B efore you start the activity: 1 give the students an example of a short anecdote (if necessary teach the word 'anecdote' itself) and elicit some key characteristics e.g. one subject, to the point, avoiding extraneous detail and characters 2 brainstorm possible linking phrases like • That reminds me of something that happened to me when . . . • That makes me think of an experience I once had in . . . • It's very humid today - just like the time I . . . • It's so cold outside - it reminds me of when I . . . • Really? A similar thing happened to me in . . . • That's interesting. I had a similar experience in . . . • You' ll never believe this but . . . • Did that really happen? . . . Students can use these to introduce each new story. The linking phrase does not have to be very meaningful as long as it signals clearly that the other person is going to take a turn at speaking.
Lead-in
Ask students: 1 what issues are involved in ethical considerations 2 why companies have to take an ethical position. It may be better to leave the answers until after the activity. The answer to the latter question is that increasingly ethi cal questions do affect commercial realities: in the global economy consumers may have more information and more power. Also, as societies become richer, consumers becomE more critical and more likely to adopt ethical standpoints Method
I There are 16 issues listed. Students work in pairs ani
discuss them all, marking their own judgements accord ing to the scale. 2 There are alternative approaches: a) Have learners work independently; then have a grou r discussion. b) Have learners go around interviewing everyone j the group to try to identify a group consensus on eac point. This takes longer but is often the more comm' nicative and stimulating method. 3 Afterwards, get pair or group feedback on the opi ions expressed. Follow-up
Method
Give the students plenty of time to prepare: setting this as a homework task will save time in the classroom. Since you will be unable to monitor all the anecdotes from
Choose a few of the items for extended discussion or up a debate on the lines of Modern business cannot aff( . :! 10 ignore the ethics or Ethics are all hypocrisy, or so such uncontroversial title.
�
Teachers' notes
11 Business g rammar
12 Business philosophy
Introduction
Introduction
This is a game to be played with students who you know and who know each other reasonably well since, although it has serious business and language aims in terms of making testing demands on students' command of vocab ulary, it may initially seem either frivolous or off-beam to some.
This is something of a wild card activity since it is obvi ously very open-ended. You are also probably more likely to try this exercise with a group with a well-established dynamic. Nevertheless it is potentially a rewarding - and lengthy! - activity which could lead to some useful, even animated exchanges.
Lead-in
Lead-in
You may wish first to test the idea with the whole group by first thinking of a high profile business (or politicall media/etc.) personality and giving a list of nouns which you associate with the person in question. Once they have the idea, let them proceed as given in the main text.
Before looking at the worksheet, as a scene setter, you could write on the board: 'Business is . . . ' or even 'Business . . . ' and invite each class member to brainstorm sentence endings, but without allowing any comment either from the group or from you.
Method
Method
Go through the instructions in the book so that everyone is clear about what to do. If you detect uncertainty, select a pair to do a trial run in front of the class.
There are too many statements for one person to deal with and so there are various ways in. which this material can be used. Have a clear idea in advance of which approach you want to adopt since this will affect how far you can use it again with the same group in the future. Some alter natives are: Ask students to choose two or three statements only and tell them to allocate an equal amount of time to each. 2 More directively, allocate a different statement to each pair. 3 Get each student to choose three statements they agree with and three they disagree with and to discuss them in pairs. If successful, this can be returned to from time to time as an end-of-Iesson or middle-of-Iesson filler. As always in discussion, don' t allow the activity to go on for too long: cutting it off in its prime is a better classroom tactic than allowing some people to get bored.
Follow-up
1 Students can write down for future reference all the
words they have heard and used, and apply the same technique to other people - superiors, subordinates, mentors, etc. as an exercise in vocabulary extension. You can also transfer the technique to various business and managerial concepts which you can brainstorm with the class, for example: 'Which nouns/verbs/adjectives do you associate with leadership?' 2 You can, of course, play the same game using nonbusiness as well as business people. (The question about including such words in a CV is a serious one since the authors can testify to having seen such lists of 'power words' in real-life CVs.)
Follow-up
Good time management is also important during the phase when pair�r..·eport back to the whole group. S ince the discussions will have been both �omplex and unstruc tured, this stage will be a challenge to students' capacity to summarize clearly, succinctly and fairly. You can also add students' own statements of business philosophy to the list.
5
Teachers' notes 1 3 Business and the environment
14 Business in the community
Introduction
Illtroduction
The relationship between business and the environment is
More and more companies have some kind of community
likely to become a matter of increasing public concern and
policy: an unscientific survey by the authors found that
debate in Ihe years to comc. It is important for business
about a quarter of annual reports of major British compa-
people and busine5S students to discuss the issues and the
nies included a reference to the company's community role. One of them (United Biscui ts)
options available to them.
•
cites 'the belief that
commercial success and social responsibility are inextri cably linked'. It is a theme which has received little atten-
Lead-ill Since the activity involves a potentially detailed and
tion in Business English before now, but is a theme which
comprehensive presentation as the first and second
we believe many colleagues will be increasingly keen to
stages (although you can be the judge of how long and
enlarge on in the future. All the cases in the activity are
detailed they should be), the sLUdents should be given
based on authentic British examples.
plenty of time to prepare beforehand. They should be encouraged to present the policies in their own words
Lead-ill
by paraphrasing the text rmher than just reading through
Ask students what image they have of business involve
the points; and to bring the presentation alive by provid
ment in the community and what examples they can give,
ing, above all, plenty of examples. Sec the back of the
either at first- or at second-hand. Do they have any direct
book for notes on, and language for giving presentations.
experience themselves? Do they accept the premise quoted
2 Get each pair of students to agree on who is visiting
above about the relationship between commercial advan
whom so that the host is able to welcome the guest
tage and social responsibility? Or is this a British phenom
correctly (sec below).They should also choose a sector
enon emanating from the British charitable tradition which
for their own company - construction? retailing? - to
is unlikcly to develop elsewhere? (Note that the Japanese
make the exchange more plausible.
company Sony also includes a section on its role in the comlllunity in its annual report.)
Method I Since this is a meeting, it should begin with the appro
Method
priate pleasantries about the trip, the weather, etc. -
Once the students have read the three cases (for homework),
another opportunity for practice of Social English.
encourage them to paraphrase and explain each case rather
2 The presentations should be followed by a meeting
than just read them aloud. If you feel that they need prac
which, as far as possible with only two participants,
tice in paraphrasing, give them input in the form of short
should be conducted realistically with an agenda, discus
written texts in which they have to identify the key sentence
sion, summary and a statement of the decisions taken.
and then fil the rest of the information into two short sentences.
FollOW-lip I
All the policies cited are real-lifc examples of practice
Follow-up
in various British companies.
I Technical note: the Fun Run case is an example of wha1
2 For students who are especially interested in this area,
is now knowll as CRM - Cause Related Marketing.
you can obtain more information from Business in the
2 In Britain, Business in the Community is an organiza
14), which has a department
tion which seeks to promote an active sense of svcia
Community (see Activity
specifically concerned with Business and the Environment.
,
responsibility in business organizations. InformatiOl about its activities can be obtained from Business in th' Community, 44 Baker Street. London WI M I DH, teJ + 44 (0) 1 71 224 1 600, fax + 44 (0) 1 71 486 1700.
6
,
Teachers' notes Follow-up
15 Capital investment Introduction
This involves a discussion of various options on how to spend a budget. The discussion is about establishing priorities. Lead-in
Ask students what factors are important when one fixes priorities: what is the most important factor behind deci sions taken by companies? Is the profit motive what matters most? Is it the only thing that matters?
1 The students can reverse roles.
2 They can discuss other possible areas of guidance which
could be added to the list. 3 They can discuss how they approached/might have approached the other role differently. 4 They can feed back to the whole class and you can see whether there are any common traits emerging from the different discussions. This activity could also represent a lead-in to Activity 12: B usiness Philosophy.
1 7 Communicating styles
Method
It
1 Initially students should study their notes and choose
Introduction
their preferred way to spend the available money. 2 Then student B can present all his/her suggestions and then A responds with his/her presentation. A discussion follows. 3 The idea is to reach compromises and therefore agree ment on what recommendations to make. There is poten tial for conflict, but a solution has to be reached.
This activity aims to sensitize students to the fact that different styles of communication tend to cut across nation ality (e.g. that there are formal and informal Germans, Americans, Japanese, and so on) and therefore may be a useful perspective for increasing awareness of the fact that, for example, both formal and informal styles may be equally acceptable and legitimate.
Follow-up
Lead-in
Each pair can summarize what they have agreed. A writ ten memo could note the decisions taken.
16 Career advice
You could begin by asking people to provide adjectives or key words to describe their own nationality and then ask how valid each of these words or expressions is for the x hundred thousand or million people who share this label with them.
Introduction
Method
In this activity, the students are required to operate in something of a limbo between simulation and role play in that they will probably be obliged to imagine that they are either rather older or rather younger than they in fact are.
This activity offers many opportunities for discussion and for sensitization to the existence of different styles of communication; so be prepared to allow lots of discussion both between partners during the activity and during the feedback session of the whole class afterwards.
Lead-in
Begin by asking: 1 what a career is 2 how the notion of career has changed over the last ten or twenty years 3 what, in very general terms, the students' own expec tations of a career are or have become. Method
You can put the students - in particular the 'older' student - in the mood by, first of all, talking about some of the details of their partly hypothetical careers, i.e. get each of them to provide a brief summary of their respective career histories to date before they actually begin the activity. Ask them to think about their respective careers and make notes on them for reference during the activity.
Follow-up
Having gone through the questionnaire, students may well suggest their own add.�ional sets of parameters. You might prompt suggestions by asking them to comp lete the sentence: 'Some people are too . . .' (in their commu nication) and get someone also to give the opposite of each term suggested. 2 The notion of no ' one right way' mentioned in the students' introduction to the activity has been extensively developed by Fons Trompenaar in his book Riding the Waves of Culture. Trainers wishing to go further into the whole area of inter-cultural communication in busi ness will find this title of value. 3 The York Associates' video Communicating Styles significantly develops the ideas contained in this activity.
7
Teachers' n otes ----
Follow-up
Co p 18 m etence develop ment
Having done this activity,the students could return to the
real cases they were presenting before and present differ
IntroduCti
on Many man agers currently see competence as a not too heav·l 1 bu Y reaucratic way of, on the one hand,measuring what peop · le In the organization can actually do; and, on the other, meas ring what their jobs ideally require them U to d0. T he ·U dIllerence between the two sets is the competence gap.
Lead-in
Ask the stu dents to think of a job they know and then,with. U t saYln g What the job is, to list the competences (see the mtroduc tio n to the activity for a definition) needed by the . b h0 Id r. T he others can first of all try and guess what nd 0 f o b it is. Alternatively you could provide each J student it W h a job title on a card in order to get a good . hIerarchic al Spr ead of jobs. Students might also want to talk,thI· S tu. ne without identifying the job holder,about the cOm e t n c P � e g ap they perceive , if any, between the job and the o b hOlder. J
?
�
�
Method
You may
w'ISh t o sketch out some possible training costs emb ark . Ing on the activity itself, so that when the stude nts c ome to negotiate the budget, their discussions bear s ome . . . . reI a rIon to realIstIc trammg costs. The potenfIaI dI' Sagree men t to be resolved is between the immedi a te s u p e . Or Who is impatient to have the new recruit . n era ° P h n al as SO on as possible, and who has to pay for the t ra . Ini ng a n d the HR manager who wants the new ' re ru l t p ro p erly inducted into the company and properly � tramed Ap . P OXlInate training costs (per week) together with th POSSIble number of weeks' training required could . b e as In t h e tabl e below, although,with more experienced students ,I t ' sh ou ld be interesting for them to come up with . thelr oWn p rog r a me and figures: m
be&l ore
ent cases one by one with the group as a whole obtaining
further information through questioning and then making collective recommendations for the training or develop ment of the incumbent.
19 C ompetitive tendering Introduction This activity is a basic information transfer exercise that
is an effective vehicle for practising telephoning. If you
and your class decide that it is a telephone call, use inter
nal lines, if possible. If not , have students sit back-to
back so they cannot see each other. They should go through
the normal stages of a telephone call, introducing each
other,getting through, stating the reason for the call, etc.
Lead-in Ensure that the context is understood and that the mean ing of competitive tendering is clear.
Method
1 Give students time to fully understand their roles. 2 Set up the situation, either a phone call or a meeting. 3 A starts with some questions about the bid. 4 Once all the points have been dealt with,students should
summarize the items agreed, check that there is noth
?
�
�
ing more to be said now and then end the conversation.
This three part ending is important.
Follow-up A fax or letter summarizing the conversation would be
useful.
,..
�g need
Internal I external
Trai
Cost I week
Weeks needed?
ProdUct ----r an ge knowledge Internal $750 0.5 ProdUct k nOWl edge 2 $ 1 250 Internal Comp any k 1 n Owledge $0* Internal Cus t Ol11e r f ocu s 0.5 $750 Internal Englis h 3 $3000 External
Intercul t ___ __ ur
al communication
l fo ---!" Tot -a-lIlaxlmum training programme
:
8
•
.
.
External
$4000 $16,250
8 weeks
All e lllp l oye es go through a basic induction programme varying between one and five days in length. The epartllle nt Would presumably like the new recruit's programme to be longer rather than shorter.
HR
Teachers' notes 20 Conference organization
21 Consu mer movement
Introduction
Introduction
This is a fairly straightforward example of information
This activity depends on an informal context to work most
tive student: you want to encourage them to go for a really
topic is there as the core of the activity but if the discus
Lead-in
informal atmosphere of a hotel lobby.
transfer but with an element of fantasy for the imagina successful and memorable conference.
The conference subject has deliberately been left unspec
ified so that the students can decide on this themselves
before they start.
effectively. As with other informal and social contexts, the
sion wanders away into other areas and back again, so much
the better. If possible, provide props to help create the
Lead-in Ask students to brainstorm the relationship between
consumers and companies. Who is more powerful? Try to
Method Although some of the information has been supplied, each
student will ask the other questions which he/she will not
have anticipated so it is important for them to be ready to
build a mini-debate on how both consumers and compa nies have power.
Method
improvise. You might want to present the situation in
1 From the lead-in above, try to divide the class into
of the activity itself in order to brainstorm the kinds of
(As) and those who basically think companies rule
general terms before actually looking at the description
those who basically think consumers do have power
question which might be asked in these circumstances.
everything (Bs). If the class do not divide reasonably
This might elicit questions such as:
neatly, some students will need to role play an opinion
(for student As )
• What experience have you had of organizing this kind
of conference?
• What can I get for a budget of
$10,000 per participant?
different from their own.
2 3 4
• What can you do to make this conference a success/
memorable/different?
(for student Bs )
• What is the aim of the conference?
• Who will the top speakers be? • What kinds of conference room will you need? (Size?
Audio-visual equipment?)
• How many participants will there be? • Will they be accompanied by their spouses/partners?
As begin by putting the case for consumer power. Bs respond with counter-arguments.
The second part looks at how this power is manifested
- what media are available to consumers or what means
there are for companies to exert power over the consumers.
5
An alternative is to keep students in larger groups and
retain the debate format.
Follow-up A brief piece of writing summarizing the respective strengths
and weaknesses of consumers and companies would be an
effective way to conclude the activity. This can be done in pairs, groups or individually as a homework task.
• How long will the conference last? • What kind of budget are you working to?
You can leave these questions on the board while the
22 Consumer survey r
students read the description and then begin to prepare the
Introduction
activity.
This activity is a discussion in pairs leading to designing
Follow-up
ally carrying out the survey.
Once a preliminary idea of what is possible has been
a consumer survey on leisure interests. It can lead to actu
developed on the phone, and the pairs have reported back,
Lead-in
with more feedback on each one. There should be a lot of
researchers. Briefly discuss the question of survey design
each pair could be asked to cost a more detailed proposal
Ask if students have ever been surveyed by market
discussion about what can be done for the money avail
so that students understand that surveys are normally very
fee!
mUltiple choice, etc . This is mainly so the results can be
able. Note in each case also, the size of the consultant's
restricted in the kind of questions they ask: yes/no answers,
collated easily. Results from surveys where answers require a lot of writing are difficult to analyse (although such
9
Teachers' notes qualitative surveys do have their value). For this exer
cise, students should use questions where the answers are
restricted, as in the examples given.
Method
1 2
Students work in pairs, first of all deciding the ten core
them t o understand every word i n the contract, only the general idea.
2 A telephones B and states the problem. 3 A should explain all the reasons why he/she is unhappy. 4 B should try to calm the situation and move to a better future.
leisure activities they want to include in the survey.
Then they design the questionnaire. This may take some time and need some guidance from you. Essentially, tell students to keep it simple and limited to frequency, cost
and who with, for the ten activities the students agree
on, together with other questions on preferred holiday
Follow-up Both parties can write a letter summarizing the result of their discussion.
choices and where the respondents live. If the students
24 Corporate culture
need guidance from you.
Introduction
want to add any other questions,they can do so, but may
3
They can put scales next to each leisure activity based
on how often the respondents have taken part in them,
students' attention on the relationship between organiza
how much they spend, who they do this with, etc.
tional culture and success, and to encourage them to think
them, then modify them.
achieve it.
number of people.
Lead-in
4 When the questionnaires are ready, they should test
5
Another activity designed to be fun, but also to focus
about what to change, how much to change and how to
Finally they can make copies and run the survey on a Ask the students to reflect on their working or study
Follow-up
environments:
Compile the results from the survey, analyse them and
1
present the results of the research.
2
If there were one thing they could change definitively, what would it be?
If there were one thing they would do to make the orga-
nization more effective, what would it be?
23 Contract dispute
Encourage them to think laterally, even outrageously, in
Introduction
everyone to respond to the ideas which are brainstormed.
order to get them in the mood for the activity and get
This role play is a telephone call involving a negotiation
to settle a dispute over a contract. Alternatively, use a telephone call at the beginning merely to arrange a meet
Method
1 Students should first of all agree about what kind of company - activity, turnover, number of employees and
ing, stating the problem. As with other telephone activi
location - before they start on the activity.
ties, use internal lines, if possible. If not, have students
sit back-to-back so they cannot see each other. They should go through the normal stages of a telephone call, intro
2
for a dialogue between two sets of pre-prepared and
ducing each other, getting through, stating the reason for
opposing views, but it is no cause for alarm if this
the call,etc. The actual negotiation could be a face-to-face
meeting.
breaks down: the important thing is to get students talk
ing and thinking about what it is which will get people to work together more productively and more success
Lead-in
fully.
Briefly ask what:
1 a distribution agreement is
2
a distribution agreement typically includes
(It refers to the supplier and an agent, who will sell goods
They should be encouraged to add their own ideas
during the activity. In principle, the activity provides
Follow-up
1
Although the ideas in the activity collectively represent
in a particular region under certain conditions. It prob
a bizarre assortment of management practices,all of them
services.)
company or another across the world: there is a link
Method
particular idea and the geographical proximity to
ably also speaks about prices and terms and support
1 Give students two or three minutes to study their role
information. Remind them that it is not necessary for
10
have been tried, and proven, individually, in one
between the seeming normality or abnormality of a students' own culture of the originator of any given
idea.
�
Teachers' notes 2 !
A number of the concepts relating to building trust within the workforce like, for example, employees
26 Ethical marketing
Brazilian engineering company, Semco, under its owner,
Introduction
determining their own hours, relate to the culture of the Ricardo Semler, which attracted a good deal of atten
This topic looks specifically at marketing methods rather
One obvious focus for discussion is:
Ethics). It includes a range of controversial issues.
• whether some organizations are easier to change than
Lead-in
• whether too much change can be counter-productive.
or that companies have a responsibility to give a good
tion in the business media in the mid-nineties.
3
• how easy it is to achieve change in an organization
others
Many students will want to cite examples of organiza
tions forced into excessive and traumatic change while there
may also be others who will want to defend a general climate of change.
than at wider issues in business (see Activity
10: Business
Ask students if they think that 'anything goes' in business,
example. In some cases, of course, the state already inter venes and makes some things illegal.
Method
1
Students can work in pairs and note any specific
disagreements between them, especially where the order
ing 1 - 1 5 is involved, which may be very difficult to agree
25 Creative thinking
on.
Introduction This is a brainstorm type discussion activity leading to an
2
Here are some alternative approaches:
a) Students can consider the p�ints individually, decide individually on a ranking from 1 to 1 5 , then compare
option of an informal presentation of a new product idea,
in this case a magazine.
their answers.
b) Have As and Bs interview each other.
c) After some moments marking the page individually,
Lead-in Ask students what magazines they read and what maga
zines they know about. Ask if they read any specialist
magazines for professional or hobby interest groups.
Method
open up a class discussion.
3
In some cases, some changes or conditions may be added to the statements. Elicit any suggestions.
1 Students work in pairs or in small groups.
Follow-up
2
proposition that Marketing is usually ethical or Marketing
They should brainstorm the type of magazine they want
to create; then go through all the various points on the checklist.
3
Once they have the basic information, they can begin
Have a full scale debate on marketing ethics based on the rarely shows high ethical standards.
preparing the best way to present it. Depending on how
27 Executive recruitment
short activity (but full of creative energy and enthusi
Introduction
Refer to notes on making presentations at the back of
a senior executive.
much time you want to spend on this, it can be a fairly asm) or it can be quite a polished presentation.
4
the book.
This is a simple discussion about the qualities needed in
r
5 Pairs or groups present their ideas.
6 You can award a prize to the most inspired concept.
Lead-in Ask students what skills they think are most important in
top managers. Brainstorm their answers and write them
Follow-up
1 Have students w r i te some samp l e arti cles for the magazine.
2
Actually create a class magazine based on the ideas put forward from the group. Have everyone make at least
some kind of contribution. Offer special prizes for the best and most entertaining contributions.
on the board.
Method
1 Students work in pairs and order the qualities listed: from most important to least important.
2
If they strongly disagree on anything, they should note
the disagreement.
3
Finally, they should d iscuss what perks will help to
4
Pai rs give feedback to the group on their conclusions.
attract the best possible candidate for the job.
11
Teachers' notes Follow-up Look at real recruitment notices in business magazines and
29 Homeworklng
in applicants and any examples of perks that go with the
Introduction
newspapers. Identify any examples of qualities required job.
There are quite big variations in acceptance of home
working from one country to another, and even from one company to another, so this activity is a good way of
28 Form filling
sounding out attitudes to what seems set to be a growing long-term trend.
Introduction Giving and taking down basic information is a prosaic
Lead-in
ally, from the hotel guest to the transnational job appli
them:
but essential skill for anyone communicating internation
Establish that students understand the term and then ask
I if they have direct experience of homeworking or if
cant. This activity gives opportunities for practice i n
spelling, number work, listening, cross-cultural explana
they know anyone who has
tions (in the case of mixed nationality pairs trying to explain, for example, exam qualifications to each other)
2 how far homeworking is or would be culturally accept able within the students ' countries/professional areas/
to practice in one or more of these areas.
This initial short discussion may also help you decide how
and so on. You may wish to use the activity as follow-up
sectors/companies.
to allot roles.
Lead-in The purpose of the form has deliberately been left unspec
Method
I Get the students to read through their own list of ideas
ified so that the students themselves can choose whether it is the first part of, e.g. a job application form,an insur
in the description and to prepare to present them.
ance policy application, or other document. Once they
2 Tell them to try and anticipate what the other students
have decided, they can begin the role play appropriately.
are going to say. Among the lists of arguments and
counter-arguments there are some which clearly mirror
each other,but since the order of points is not the same,
Method
1 The activ� ty will probably work better if you only issue
the students will need a certain agility in order to have
one sheet at a time (see Follow-up below) so that at least
the right counter-argument ready at the right time. Hence
run through. The weaker of the two should therefore ask
3 Tell the students that once the discussion has actually
one of the students does not see the form during the first
the importance of preparation.
the questions first. , 2 Since the form is quite long, it may be advisable to set
begun,they can put forward their own points in any order they like but they should use all the arguments even
a time limit (of twenty minutes each) on the activity to
tually, including their own.
discourage students from getting too bogged down in
4 At the end of the discussion,you could ask pairs to actu
the details of previous jobs or long-gone schooldays.
ally trace the order in which the points were raised and
to see whether any pairing of arguments was achieved, e.g. between At and
Follow-up Each student
(A and B) has the same information to allow
them each in tum to obtain information from the other, making two separate activities.
B2, A4 and
B6,
B7
(or
B6),
A2 and B4, A3 and
A 5 and B3, AS and
B5 . . .
r
Follow-up Discuss the longer-term implications of homeworking.
For example, if people no longer need to travel in such large numbers to a place of work, what implications thh will have on:
I the shape of cities
2 family life
3 transport and communications.
This can lead to a more general discussion on the futun � of jobs as we currently know them, a theme which ties it with ideas which could arise in Activity
12
1 6:
Career Advice
:!
_
Teachers' notes Method
30 Industrial espionage Introduction
This role play i nvolves two presentations and a fairly conflictive and hostile negotiation. It is unlikely to result in a friendly agreement. Lead-in
Ask students: I what industrial espionage is 2 if they know of any famous cases 3 if headhunting causes problems in this respect. Method
I Students will need three to four minutes to prepare.
2 A gives a presentation, outlining hislher complaints. 3 B responds, perhaps after a short adjournment to prepare. 4 S ome d iscussion follows i n an effort to reach a settlement. 5 If no settlement is reached, they should say what the next step will be. Follow-up
Students can exchange formal letters summarizing the meeting and outlining the next action to take.
1 Allow time to prepare, during which students read their notes. 2 A 'practice run' may be useful, in which students may look at their notes. After a rehearsal, they should be less dependent on their notes. 3 Students should allow the conversation to be as infor mal and wide-ranging as possible. It is important that they are not tied to their notes, nor the order in the book, nor any particular viewpoint. Emphasize that the discussion should be flexible and wide-ranging. Follow-up
Elicit general comments from the entire group on advan tages and disadvantages of international business. What do your group see as the most important advantages? Have they identified any that are not included in the book?
32 Job satisfaction Introduction
You can encourage people to talk about their current levels of job satisfaction, but also about satisfaction with past jobs, and so on, for example, the best job I ever had, my ideal job, etc. Lead-in
31
International marketing
This activity is a general discussion within a social context. The social element will work better if you prepare a few props, such as a tray and a couple of glasses and a drink or two for each pair. This drama element will greatly help the role playing element and add to the desired informal ity of the language practice.
Are people generally happy in their work? If so, what makes them happy? If n04 why not? S tronger students may go more or less straight into the activity. With others, you may wish first of all to invite the group to brainstorm their ideas about factors contributing to job satisfaction before you give them copies of the activity itself. Once they have the copies, you may also wish to go through the list of factors with them in order to ensure that all the mean ings of all the factors are clearly understood.
Lead-in
Method
Introduction
I Stress the informal context and remind learners that
while the topic for the discussion is i:'ii.ernational market ing, the informal context makes it very likely that the conversation may easily wander away from the central theme and then return to it. This is typical of informal conversation. 2 Ask students what experience they have of interna tional business. If they have direct or professional expe rience, elicit some comments on the advantages and disadvantages of doing business internationally. 3 Refer to other activities in the book with a socializing dimension, e.g. Activity 9: Business Anecdote and Activity 57: Small Talk.
It may help students if they first of all organize the points into broader headings, for example, financial and non. financial considerations. They can probably suggest other broad categories themselves. Follow-up
1 As with any exercise in prioritizing. you can follow the first pair work stage with a pyramid exercise asking two pairs to agree on a common order, and so on until the class has agreed on a collective order of priority. 2 You can then reveal the results of a survey of British employees as follows (the figures in brackets are the percentage of respondents who believed the factor to be either extremely important or important):
13
Teachers' notes 1 2 3 4 5 6 7 8 9 lO 11 12
Interesting, challenging work (87%) Open, two-way communication (80%) Opportunities for growth and development (77%) Realistic performance management (67%) Secure employment (61 %) The right balance between work and private life (55%) Involvement in decision-making (55%) Performance-based pay (5 1 %) Fair pay (39%) Non-monetary rewards and recognition (39%) Portable pension ( 1 4%) Other ideas (5%)
33 J ust-in-time management
34 Management development Introduction
This exercise gives free rein to students to devise a train ing programme which, they must argue, really would be effective. Lead-in
Encourage students to talk, first of all, about their own expe riences of training and development programmes in the past. Which ones are the most memorable and why? What makes a good training or development programme? And for personnel professionals, what is the difference between 'training' and 'development' ? Method
Introduction
This role play is a telephone call involving a negotiation to settle a problem over a delivery. B oth sides are keen to reach a friendly solution. Lead-in
Briefly ask what is meant by 'Just-in-time management' and why it is generally seen as 'a good thing' .
The methodology for selecting the three final options has deliberately been left undefined. Although the employee choosing the programme is regarded as mature, the HR manager may still feel that the company should have a say in the choices made and so may wish, for example, to systematize the choice by measuring the gap (see also Activity 1 8: Competence Development) between what the employee can do now and what he/she might need to be able to do in the future.
Method
I
Put next Monday's date in Article 6.0 1 in the contract. Give students two or three minutes to study their role information. Remind them that it is not necessary for them to understand every word in the contract, only the general idea. 3 B telephones A and states the problem. 4 Together they have to work out the best possible solu tion. 2
Follow-up
Both parties can write a fax or letter summarizing what they have agreed.
Follow-up
You will thus be able to compare the methodologies of the different HR managers during the feedback session after the activity has been completed. You may wish to have As and Bs reverse roles before this. 2 Finally, ask students how the programme they have devised can be evaluated for cost effectiveness. 1
-' 35 Managing an investment portfolio Introduction
The topic is formal but the situation is not: this is an infor mal discussion between two friends in a restaurant. Introduce a fe-.J props to help with the atmosphere. You could play the role of waiter, switching ,from table to table with drinks and questions like ' Is everything all right with your meal, sir/madam?' Lead-in
Ask students: 1 what an investment portfolio may be like 2 what people invest in Answer: it may contain a spread of investments in vari ous sectors, industries, companies, countries, etc. 3 what they hope to achieve from having an investmenportfolio 14
�
Teachers' notes Answer: profit, fun, interest 4 what managing an investment portfolio means. Answer: checking its progress, keeping track of the financial news and the performance of one's invest ments, buying and selling investments, instructing one's broker, etc. Method
I Allow some preparation time, partly to discuss the lead
in questions and partly so students can understand their notes. They can keep them with them to make a few notes during the discussion. 2 Try to establish the context and the informality. Remind students that they can go ' off the subject' as much as they like. The role play will work all the better if you can play up the restaurant feature. 3 At the end each pair should summarize what they have agreed. 4 As an option, make copies of the financial press avail able for students to identify likely good investments. Follow-up
Especially enterprising students might like to take a regu lar look at the financial press to monitor companies' performances.
37 Market share Introduction
This activity provides opportunities for presentation skills as well as a negotiation. The two parties begin from quite different perspectives so they need to compromise to reach agreement. It is possible there will be no agreement, in which case a decision can be postponed. See Follow-up below. Lead-in
Ask students: 1 why market share is important 2 why companies pay a lot of attention to their market share 3 what is often a risk for smaller companies in competi tive markets (answer: being taken over). 4 what are the possible actions for small companies that are being squeezed by larger ones (answers: to compete on quality and price - though the latter is difficult because they may not be abl� to make economies of scale; to seek partnerships; to concentrate on special ist areas of expertise - (niche markets) to invest in expansion - a risky option). Method
..
36 Managing the future
1
Introduction
This examination of the future can be rapidly developed from a business application to a much more general view of the future shape of the world in general.
2
Lead-in
3
The sector has been left open for the students to choose: they can either choose their own organization or one they know well or invent one. Sectors like oil, telecoms and computing are obvious candidates if they need prompting.
4
Method
5
If students need any encouragement, you can invite them to think about the impact of technological, demographic. cultural and environmental (e.g. climatic) change on the future shape of business. Follow-up
This exercise can be repeated with the roles reversed: the student who took the role of the journalist in the first round can now take the role of the future watcher and answer questions about what shape the world - and the company - will be in fifteen or twenty years from now. This activity could be a particularly rich source of follow up writing.
Each student presents the information on their respec tive sectors. The pie chart information can be repro duced on an overhead transparency for more effective presentation. (Photocopy the figures, enlarging them and transfer them onto an acetate). Student A starts by summarizing the present position for the schools market and suggesting some action, especially the merger of the two sectors. B should present the information on the Sports Centre sector and counter A 's suggestion as diplomatically as possible. They should try to persuade each other and in the end work towards a negotiated agreement. Option: have two pairs work together, so creating teams of As and Bs. The negotiation should conclude with a clear summary of what h�s been agreed.
Follow-up
1
If you carry out this activity in pairs and in some cases no agreement is reached, add other individuals to the pairs where there has been no agreement to contribute more to the discussion and to push the group towards agreement. 2 Write a letter summarizing the action agreed.
15
Teachers' notes 38 Micro-lending
3 9 Negotiating a deal
Introduction
Introduction
This is another activity (like, for example, the B usiness in the Community and B usiness and the Environment activities) which is designed to help teachers of Business English who are interested in using materials relating to global issues of poverty, environment and so on in their work (see Follow-up below). Micro-lending is currently a fast-growing and successful development in development economics and the information in this activity is based on actual success stories in Indonesia and Bolivia. It should be of particular interest to students in banking; students from developing countries; students with an interest in development; and pre-service business students of all kinds.
This is a role play involving a buyer and a seller. Both want the best deal possible, both will have to be flexible.
Lead-in
Ask students if they understand the term Micro-lending or if they can guess what it might mean. Once they have established that it relates to small-scale lending in the developing world, ask them to reflect on how such a system might work and what its advantages might be. Method
S tudent B s will need time to take in the information presented to them. They should study the information available and be encouraged to add to it in order to increase the credibility of the situation. The role of student As will be to obtain as much information as possible before decid ing whether to advance the money or not. Follow-up
I There should be class feedback on who decided what
and why. Ask how many As were convinced by Bs' argu ments and then develop a more general discussion about the feasibility of this approach. 2 If you are interested in getting more information about micro-lending, contact the Consultative Group to Assist the Poorest at CGAP Secretariat, The World Bank, 1 8 1 8 H Street NW, Washington DC 20433, tel: 202 473 9594, fax: 202 522 3744, e-mail:
[email protected]. 3 Teachers of Business English interested in Global Issues should join the Global Issues Special Interest Group (GISIG) of the International Association of Teachers of English as a Foreign Language. Contact GISIGJ IATEFL at 3 Kingsdown Chambers, Kingsdown Park, Whitstable, Kent, England CT5 20J, tel : + 44 (0) 1 227 276528, fax: +44 (0) 1 227 2744 1 5 .
16
Lead-in
Ask pairs of students to work out a definition of 'negoti ation' . Elicit suggestions, highlight key words that occur in different suggestions. Then perhaps offer a synthesis: a negotiation is 'a communication process involving two or more parties in which agreement is reached through compromise' . The key elements are agreement and compro mise. Ask students what makes negotiations successful and what causes them to break down. Negotiations typically break down because the parties involved are unable to compromise sufficiently - often for very good reasons. Method
1 Student B should present the list of options available, with some indication of the likely costs. There should definitely be flexibility in what B offers and he/she should lead a discussion, where various ideas are put forward and students have to support or criticize them, depending on their notes and/or opinion. Either A can present all hislher ideas and then B responds, or (better) A presents one idea to which B responds until all items have been discussed. 2 The idea is to reach compromises and therefore agree ment on what recommendations to make. There is poten tial for conflict, but a solution has to be reached. 3 This activity is a good example of one that could be handled by a team of two or three negotiators on each side. You could have students work in groups of four or six. In this way, teams can work out a more detailed strategy and call adjournments where appropriate to re-focus their negotiating strategy. 4 The negotiation should conclude with a clear summary ,.. of what has been agreed. 5 It is conceivable that no agreement is reached. Follow-up
1 Different negotiations will produce different results so these can be compared between pairs or groups. 2 Set up another negotiation in which students work out the context and parameters of a new role play. The students should initially determine the basic subject and aim of the negotiation and some key facts. Once they divide into pairs or teams they can add specific details which will only come out in the actual negoti ation. Once the preparation is complete, the negotiation can take place.
Teachers' notes 41
Introduction
Introduction
This is based on the true life case of a company's concern about a group of employees working too hard. If neces sary, explain that the case in fact derives from Scandinavia where there are constraints on the number of hours employ ees work, and where proposals for additional hours have to be negotiated with trades unions. This is also broadly true throughout the European Union. The authors would be most interested to hear from B usiness English trainers about other bizarre true life anecdotes.
This is a light-hearted discussion activity leading to an option of an informal presentation of a new product idea. With group classes, it can be treated as a major project leading to an Innovations Show (see below).
Lead-in
Ask students if: 1 they are clear what a nerd is and if they recognize the type 2 if they know any nerds 3 if their organization employs any 4 if they are a problem. Method
o
New product
40 Nerd management
Make it clear to students that the emphasis here is on discussion. However, to give structure to the activity: 1 Get the students to read through the briefing for the activ ity. 2 Tell them to agree on an agenda before they begin to start the discussion. This could be: • Definition of the problem • Possible solutions • Decisions • Plan of action • Summary of meeting 3 The brainstorming part of the meeting (item 2) could be managed by prioritizing the different ideas, perhaps using a whiteboard.
Lead-in
Ask students to let their imaginations run free: what new product would revolutionize their lives? A virtual reality car? A completely automated kitchen? A virtual reality family? A robot to decorate the house while you are on holiday? A television that follows you around? It may not be necessary to offer such prompts but it may at least set the not-too-serious tone. Metlzod
I Students work in pairs or in small groups.
2 They should brainstorm on the type of product they want to create, then go through all the various points on the checklist. 3 Once they have the basic information, they can begin preparing the best way to present it. Depending on how much time you want to spend on this, it can be a fairly superficial job (but full of creative energy and enthu siasm) or it can be quite a polished presentation. 4 Pairs or groups present their ideas as a kind of Innovations Show, with points awarded for the various ideas. 5 Award a prize to the most inspired concept. Follow-up
Have students write 'product reviews' .
Follow-up
Ask students if the case reminds them of anything simi lar in their experience. Ask them if they have any expe rience of other groups of employees who collectively 'enjoy' poor communication with the rest of the company. What action was/could be taken in these other cases?
r
17
, "
Teachers' notes 42 Performance appraisal Introduction
3 debate the merits of upward appraisal, where subordi often through the use of anonymous questionnaires
4 debate the merits of 360 degree appraisal where the
Some form of appraisal is more and more common for
appraisee is appraised collectively by superiors, subor
employees in business organizations, and appraisals involve
dinates and colleagues.
manager with respon sibility for other people will be
The activity requires tact and diplomacy on the part of
Introduction This activity is an 0PPOItunity to prepare and present a
5-1 0
the As, even if the B s are role-playing rather than giving
minute presentation. Students work i n pairs and provide
a genuine self-assessment of themselves. Some briefing
each other with a critical audience of one.
and preparation is therefore desirable; as is role reversal so that both students get the chance to play both roles eventually.
Lead-ill Ask students what are the qualities of good prese ntations. Have them recap on what they should think about in terms
Lead-ill Ask students:
1
of preparation, especially content, audience, visuals, struc ture, good introduction, clear middle, strong end, and
about their experiences of appraisal, as appraisee and/or
effective handling of questions at the end. Refer to notes
as appraiser
on making presentations at the end of this book.
2 what type of appraisal system they favour. Method Method
1
Students spend a minute or so deciding which option
I Explain that the student B s are going to make real
to take, then five minutes preparing. If elaborate visu
assessments of their own performance (as employees,
als are needed, a little more preparation lime could be allowed.
students in higher/further education or whatever) or, if (hey prefer, to role play a persona of their own inven
2 As and Bs work together. It is important that the presen ters stand lip to present.
tion for the purposes of the activity.The role of the As will therefore be essentially to facilitate, i.c. to struc
3 The listener should offer constructive feedback on the
ture and guide the interview, to record the information
strengths and weaknesses of the pres entation , based on
given, and to ensure through diplomatic questioning
the points identified earlier which mark good technique.
and probing, that the self-assessment is an accurate and
4 Students should tell each other whether they get the
job or not.
realistic one. If Bs prefer to play a role, suggest or brainstorm some possibilities, e.g. a sales manager in a car company, a product manager in a pharmaceuticals
FollO W- lip
company . . .
I
2 Point out that the areas listed on the appraisal form are deliberately ambiguous: what is revealing is the way each 3
elllire group.
2 Alternatively, choose one of the other options.
Get student As to stan with the normal courtesies to be
3 These could be videoed for self evaluation, further feed
expected at the beginning of any meeting, before lead dures for which they should present and explain. 4 Since this is a one-way activity, you should allow time
for it to be repeated with the roles reversed. FollOW-lip Students can now: develop their own critiques of appraisal systcms in more detail
2 debate whether or not performance assessment related pay should be part of the appraisal proccss
18
Repeat the exercise to get a more polished performance. Each student can perform their presentation for the
appraisee interprets the meaning of each category.
ing into the main business of the meeting, the proce
back and constructive criticism.
,I
I
43 Personal presentation
involved in appraisal processes which are carried out in English.
"
"
increasing numbers of line managers. Therefore in inter· national organizations, it is increasingly likely that any
I,
nates assess the performance of hierarchical superiors,
r
Teachers' notes 44 Personnel management
a board or a wider number of people down to workers and part-time staff. Who is involved in planning decisions?
Introduction
Method
This exercise certainly ought to be of interest to person nel managers themselves, who, as the definition in the activity suggests, often feel insecure about their role and tend to agonize about what it is. However, the majority of other employees will also have views - often strongly held - about the role of the personnel people, and this activity can be an opportunity for them to give vent to them.
1 A straightforward discussion, including description of the graph and comment on what i t means for the company. The idea is that the discussion leads to agree ment on what type of meeting is required and what the next steps should be. 2 There is some potential for conflict as A may be more conservative, seeing less cause for alarm. B is more ambitious perhaps and is more concerned about the future for Pryam. 3 An option is to bring pairs together and make this a discussion involving four people.
Lead-in
Ask students what the personnel people in their organi zation do, and what they think they should do. If neces sary, ask them to think about previous generations of personnel managers from their experience as well. Put the results on the board. If there is a wide range of functions and types, try, with the students' help, to categorize them in some way.
Follow-up
Each pair can summarize what they have decided to do. A written memo could summarize the action required.
46 Pricing strategy
Method
The pairs can incorporate the results of the initial discus sion into the activity itself. Encourage students to elaborate and enlarge on the roles played by each type of personnel manager.
Introduction
The activity is a discussion, with an element of informa tion exchange in the second part, where A and B have different situations as prompts.
Follow-up
Concentrate, in particular, on the ways each pair has elab orated on the roles played by each type, and even more so on the other models proposed by the students themselves.
Lead-in
45 Planning a meeting
Method
Ask students to suggest what managers have to think about when setting prices. Elicit suggestions and write them on the board.
Lead-in
1 Students match the pricing factors under the four head ings. 2 Then the students raise each of their given problems as a discussion point. Together, they try to match each one to the pricing factor(s) which are most relevant to the particular situation and suggest possible solutions.
Ask students about who takes decisions in companies: the top manager alone, the top manager and one or two others,
See Key below.
Introduction
This involves a discussion of various preliminary sugges tions concerning a meeting to discuss company strategy.
INCOME
SALES
COMPETITION
make large profit
build up sales
price at or near competition keep people in jobs
offer special payment terms to help cashfiow
keep market share
price below competitors
cover costs
move prices up and down depending on economic conditions
ETHICS
avoid excessive profits
keep prices lower than they could be
19
Teachers' notes A's situations: • new lUxury product for an exclusive market - income driven pricing: make a large profit; • too many competitors in a weak market - look at the competition: price at or near competitors. But may also be a time to look at sales: hold onto market share; • immediate fmancial problems for the company - income factors will direct pricing policy: offer special payment terms; • temporary slowdown in the national economy - ethics: try to keep people in work, or look at sales and try to keep market share; • monopoly or near monopoly situation - either look at ethics and not make excessive profits, or choose an income-driven strategy: try to make maximum profit. B's situations: • market leader negotiating major government contract - suggests pricing based on competition: a lower price will get the contract; • big increase in costs for materials, components, etc. pricing will have to look at income, or profitability. The company must cover costs and make enough profit. • expanding market - sales driven pricing strategy: try to build up market share; • improving company reputation for quality, reliability, service and value - same as above; • the company has recently been privatized - aim to make a large profit for the shareholders. Follow-up
Look at the pricing strategies of well-known companies and their most successful brands.
between them what the terms mean and then seek collec tive clarification afterwards. Method
The emphasis i n this activity should be on quick reflexes so that students answer almost intuitively rather than reflectively. This means that the activity itself may be done very quickly indeed. Follow-up scoring, clarification, defining of terms and discussion will take much longer. Follow-up
You can tell students who scored 9 or 1 0 'yes' answers that they might be happy living in a libertarian commu nity with its own private army somewhere in California; and students who scored 9 or 10 'no ' answers that Karl Marx would have been proud of them (unless this kind of remark is sensitive in the environment in which you work). The others probably fall somewhere within the accepted political spectrum of most industrialized or industrializ ing nations. You can together discuss whether it is possible to link certain scores to different positions ( 'left-wing' , 'right of centre ' , etc.) o n the political spectrum.
48 Product management Introduction
This activity can be approached, at a basic level, as a simple exercise in fantasy; or, on the other hand, as a case study - or rather a case-building activity - in which students can draw up quite detailed plans for the project's design, marketing, financing, and so on. Lead-in
47 Privatization Introduction
This is a very open-ended type of activity, which will depend a great deal on the participants' interest in poli tics and current affairs. For those with a thirst for politi cal debate, however, it is an original way to develop discussion in an area which can be useful to practise in relation to business socializing. Lead-in
It is important to accept that the various terms will mean different things to different people, particularly people from different countries with different political cultures, and yet different interpretations can actually fuel the discussion as students seek to clarify what they under stood by them. With a weaker group you may wish to check through the lists for meaning before the activity starts, although this weakens the impact because the element of surprise is lost; or you can leave the students to debate
20
You should therefore be clear in your own mind how detailed an approach you would like your students to adopt: this will clearly be determined in part by their inter est and experience. You can then i ndicate the level of detail you expect in the amount of time you allow for the activity: this could be anything from 1 5 minutes to a week! Method
Although this is a book of pairwork exercises, you could also vary the formula for this activity. Instead of having pairs work through the whole activity on their own, you could, for example: I Get pairs to design the hotel, perhaps brainstorming beforehand all the features which will attract its poten tial clientele. 2 Feed back the results into the whole group and then get a consensus on the shape of the project as a whole. 3 Then nominate new pairs to work from this blueprint to develop marketing, financial, personnel plans, etc. and a project schedule. Since these cannot be developed
Teachers' notes in isolation, you may find that pairs begin arranging ad hoc meetings with others in order to find out what they are planning. 4 Have the specialist pairs now report back once more to the whole group with a series of mini-presentations. 5 Have the group then collectively deliver its verdict on the product, and on the feasibility of the project as jointly defined. You can also say that there are effectively no budgetary restrictions on initial investment on the project in its devel opment stage although they are expected to break even within the time specified. Follow-up
Students can write up any aspect of the project into a report; or present in writing or orally a critique of the project as a whole.
49 Product presentation
Follow-up
Treat the activity above as an initial practice. Get students to prepare new lO-minute presentations based on subjects of their own choosing. Give them time to prepare their subjects, to get visuals ready and then to practise. The prin ciple of team or pair presentations is a good one in the train ing context.
50 Promotion Introduction
This role play involves a discussion of various suggestions to help promote the services of a banking and finance company. Lead-in
Ask students about why promotion is so important. Get them to suggest ways that companies promote themselves. Ask about different types of promotion for different types of consumer.
Introduction
This activity is an opportunity for a team presentation. It is based on a role play using information on a multi media communications system. For the purposes of the exercise, this is fine, but the Follow-up suggestions below are important. Lead-in
Ask students to brainstorm on what makes presentations good, including content, audience, visuals, structure, good introduction, clear middle, strong end, and effective handling of questions at the end. Knowledge, interest, competence, enthusiasm and a clear voice can be added too. Refer again to notes on making presentations on page 1 69 at the end of this book.
Method
1 Direct student B to begin the conversation, welcoming A and asking how the new job is going. A should present some ideas and each suggestion should generate some discussion. 2 B should be supportive and constructive. At the end they should reach agreement on what steps to take next. 3 Another option is to repeat the exercise with students changing roles, perhaps varying the suggestions or responses. This way both students in the pair get to play the two different status roles. Follow-up
Each pair can summarize what they have decided to do. A written memo could summarize the action required.
Method
1 Students should begin by preparing good visuals, perhaps by photocopying, enlarging and transferring to an acetate the details from the book, or similar product informa tion from a magazine, including pictures, etc. Effective visuals will greatly enhance the presentation. 2 Practice should follow, before the actual performance. 3 In a large class, try to get students to run various presen tations simultaneously, a pair in each corner. Logistics and equipment availability will affect whether this is possible. Ideally, where they work in groups of four, each pair acts as presenters and as audience once only. 4 Avoid a string of repeated performances as it will be too boring. 5 Elicit feedback on the quality of the presentations.
21
Teachers' notes
51 Quiz
52 Recession
Introduction
Introduction
A quiz is essentially a teaching tool, as it is unlikely that many students will know more than a small proportion of the answers. However, it can work as a pair work exer cise because the students can give each other the right answers.
This activity is based on a discussion which looks for solutions to a problem of a sharp fall in business. There is a potential for conflict as the two roles, A and B, begin from very different perspectives. Lead-in
Lead-in
Explain that the test is quite hard but it is wide-ranging and everyone will know some of the answers. Students should talk about the answers and refer to similar things that they do know about, e.g. ' I don ' t know the capital of Colombia but the capital of Argentina is Buenos Aires' . This way the quiz can lead t o a lot o f discussion. Method
1 Students work in pairs.
2 First, they can test themselves on their own questions
and check the answers. 3 Then A asks B the questions on his/her sheet and then tells B the answers. 4 Then B asks A their questions and then tells A the answers. 5 At all times they can discuss the answers and talk about related things. Key
Ask students what a recession is and what the conse quences are. Ask them to brainstorm what a company can do when it finds itself affected by a recession. Method
1 Student B starts by summarizing the present position and suggesting some action. A should counter as diplo matically as possible. Students should try to persuade each other and in the end work towards a negotiated agreement. 2 Students can use the information they have to give mini-presentations as lead-ins to discussion. 3 An option here is to have two pairs work together so creating teams of A and B . 4 The negotiation should conclude with a clear summary of what has been agreed. Follow-up
Different negotiations will produce different results so these can be compared between pairs or groups.
A Answers: l . b. 2. b. 3 . c . 4. a. 5 . c . (Porsche) 6. Indonesia 7. Changi 8. Ven e z u e l a 9. France, Germany, I t a l y, B e l g i u m , Luxembourg, Netherlands; U n i ted K i ngdom, D e n mark, I re l a n d ; Greece; Spain, Portuga l ; A u s tri a. S weden, Fi n l and 1 0. a. B ogota b. Seoul c . Riga
53 Relocation
d. B ratislava I I . a. A rt Museum, Madrid b. R u i ned Inca c ity, Peru c. World's second highest mountain, Pakistan d. Finance and banking centre, London.
B Answers: l .b. 2. a. 3. b. 4. a. 5. c . 6. 370,000,000 7. Schipol 8. Hong Kong 9. Association of South East Asian Nations, General Agreement on Tariffs and Trade, Organization of Petroleum Exporting Countries, Organization for Economic Co-operation and Development 1 0. Quito; Riyadh; Brasilia; Lagos I I . Cali fornia, Dubli n , Rome, Hong Kong.
Follow-up
Pair� of students can work together to design their own quiz to ask other students. Make them similar to the tests in the book.
22
Introduction
This is a meeting to discuss a relocation plan. There is potential for some conflict as the initial positions are some way apart. Lead-in
Ask students why companies sometimes relocate. What factors are important in relocation decisions? Method
1 Students work in pairs. They should see themselves as the protagonists in a debate on the relocation question. 2 This role play will also work as a discussion between four, where two other participants adopt initially neutral positions and then come to a decision following the discussion. 3 Participants should spend two to three minutes reading their photocopies and preparing their positions. 4 A should begin with a presentation of the main argu ments in favour of the relocation.
Teachers' notes 5 B (and others) respond with questions, or B may offer a formal presentation in response. 6 Discussion fol lows, then a decision. 7 If possible, end the meeting with a formal statement on the decision agreed.
1 Students ca� jointly write a report outlining the argu ments raised during the meeting and summarizing the agreement reached. 2 Alternatively, one party may prefer to write his/her resignation letter.
with money and scrap completely all other forms of remuneration. This could fuel more general discussion about how to motivate and reward people. 3 Point out also that reward alone is not a recipe for creating a motivated workforce. What are the other factors affecting motivation? The other important factor to consider is return o n i nvestment. Although the implication is that this profitable company can afford to invest some more in employee remuneration, you can also ask the group if there are any ways of link i ng reward strategies of this kind to a measurable return.
54 Reward
55 Safety at work
Introduction
Introduction
This activity is about: 1 reward 2 benefits - financial and non-financial 3 motivation - what makes people want to work.
This activity is a wide-ranging 'brainstorm type' discus sion. However an alternative treatment is to run it as an individual brainstorm and a presentation task.
Follow-up
Lead-in Lead-in
Ask students: 1 why they work (or for pre-service students, why they want to work) 2 what makes other people work 3 how you motivate people · to work: which conditions motivate and which demotivate them. Method
Some of the suggestions of A and B respectively are quite closely related e.g. Christmas bonuses (B) and profit shar ing (A), so that students will be encouraged to go into some detail in order to define terms, distinguish between the two, and debate the merits of each. Proceed as follows: 1 Get the students to read through the briefing for the activ ity. 2 Tell them to agree on an agenda before they begin the brainstorming. This could be: • definition of the problem • possible solutions. This stage could take the form of a presentation by each student followed by discussion • decisions • plan of action • summary of meeting. 3 The brainstorming part of the meeting (item 2) could be managed by prioritizing the different ideas, perhaps using a whiteboard.
Ask about safety at work in a historical sense. How has safety at work improved over the years? Method
There are alternatives available. Either: 1 A straightforward pair work or group brainstorm followed by discussion. Or 2 Pairs work together on brainstorming. They put ideas on overhead transparencies or on a flip chart. Then they present them to other pairs in an informal presentation. Group discussion follows. Either way, there should be two stages: presentation of the risks, then presentation of suggested solutions. Follow-up
1 Elicit a group overview of the main ways that health and safety issues have improved or can still improve in society at large. 2 Get individuals to look closely at their own work or study situation and to identify health and safety issues that could be improved.
Follow-up
1 Note that all the ideas listed in the activity are offered by one company or another in Britain today. 2 If no-one has already made the point, you can suggest at the end that another approach is to reward people only 23
Teachers' notes 56 Shareholders' expectations
57 Small talk
Introduction
Introduction
This role play is an opportunity for pairs of students to give contrasting presentations and to discuss the differ ences in view expressed by each of them.
This is a simple discussion activity designed to practise small talk, so important in business relationships and espe cially when socializing in a business context.
Lead-in
Lead-in
Briefly raise the question of what shareholders expect from their companies. Ask what happens to the profits that companies make. Essentially profit disappears in one of four ways: 1 tax 2 dividends to shareholders 3 bonuses and pay rises to directors 4 reinvestment in the company.
1 The essential point is that small talk feeds on the avail able context: what has happened, what is evident and what has just been said. Introduce the topic by empha sizing this point. 2 Highlight the i nappropriateness of the following exchanges:
Method
1 Give students two to three minutes to understand their roles. They may also like to photocopy and enlarge the pictures and transfer them onto acetates for more effec tive presentation. . 2 B starts by giving a presentation from the sharehold ers' perspective. This should be followed by some ques tions or objections from A. 3 Then A presents a different presentation, again with questions or comments from B . Follow-up
1 Have a brief class discussion on what is the best approach to distributing profit in large companies. 2 Refer again to the various likely avenues for those prof its and elicit comments on each of them, in particular what does 'reinvesting in the company' mean? It can mean buying up competitors, opening up new sites, moving into new markets, etc. The general rule seems to be that no company can 'stand still' .
r
24
A: It's good to see you again. B: Yes. A: I'm glad to come back. B: Let's get down to work.
A: I went to see a film last night. B: We can go to my office. A: It was an English film. B: Shall I get you a taxi to go to the airport?
Method
1 Allow a minute to reflect on what the task involves. 2 Students should work in pairs, or in groups, milling around speaking to different people. 3 Students will need to begin talking about a topic with a phrase like ' Have you heard about . . . ?' or 'Isn't it bad news about . . . ' or 'Good to hear about . . . ' etc. 4 Each new topic should be discussed for a maximum of two minutes. Follow-up
1 Draw up a list of different topics and repeat the exer cise another day. 2 Ask students to forget all about lists but to think of their own lives and what surrounds them and to prac tise small talk leading from these contexts . This is the best practice of all.
Teachers' notes 58 Social arrangements
59 Socializing
Introduction
Introduction
This is a telephone conversation involving information exchange and making arrangements. Use internal lines, if possible. If not, have students sit back-to-back so they cannot see each other. They should go through the normal stages of a telephone call, introducing each other, getting through, stating the reason for the call, etc.
Although some students can socialize happily and success fully in English, there are many who feel more vulnera ble outside the business meeting room than inside it. This activity provides semi-structured practice which is useful for this category of student in particular. Lead-in
Lead-in
Briefly elicit views on the types of social activities that are useful in a business context. You may also refer to those which might be less suitable. Method
1 A telephones to find out about B 's arrival and confirm
arrangements. 2 Then A has to find out what kind of social activities could be attractive and to work out a social programme around B 's wishes. 3 Some students may like to run through the activity once as a rehearsal, before giving a better, more fluent version. In any case, preparation time is useful. 4 The conversation should end with various confirma tions. 5 A variation would be to fix the meeting in a different city that both people know well. They can work out a social itinerary to suit that city. Follow-up
1 Both A and B can write a fax or letter confirming the
arrangements. 2 Use listings from the local press to talk about real local entertainment.
Ask students: 1 what makes a successful socializer 2 whether there is any relation between language ability and ease or success in social situations where English is required 3 what they would like to be able to do better in social situations 4 what they can do to do better in social situations. Method
I Get the students to read through the briefing sheet.
2 Tell them that the aim is to achieve as natural a conver sation as possible and that they should introduce their own key words as unobtrusively as possible. Being able to steer a conversation in the direction you want it to go is an important language skill as well as a social skill because you can then move the talk to an area where you feel more confident. 3 During your observation of the activity, pay particular attention to the way students signal the close to one part of the conversation and the opening to another. You can also make this one of the points for comment during your feedback. If you then repeat the activity later on - for example with other subjects - you can make this a point for students to pay attention to themselves. 4 At the end of the activity, feedback on the relative success or failure of each student and an attempt at analysis of what happened can be useful in showing students how to do better next time. Follow-up
You can use this exercise type to get students to practise speaking about other topics of your choice and make it a regular filler activity in your classroom, or even to repeat the activity using the same subjects: hopefully the students will feel that their performances second time round were an improvement on their first efforts.
25
Teachers' notes 60 Tal king politics 1
61 Talking politics 2
Introduction
Introduction
This activity is obviously of direct benefit to partners from different countries, but can be just as useful as practice for people of the same nationality since they will be in a position to judge and make comments on the accuracy and appropriateness of what they are told.
It could be particularly useful to have cassette tape recorcfers available for this activity, to tape the discussions - see Method below.
Lead-in
Stronger students will be able to launch into this with little preparation so that you can concentrate on the feed back stage after completion of the exercise. However, with lower level students, it will be beneficial to brain storm and pre-teach vocabulary and expressions for most, if not all, of the question areas. Encourage students to anticipate the words they will need. On the other hand, do not provide new and possibly difficult and obscure vocab ulary indiscriminately. Get students to reflect on what could be the really necessary words, and try to provide only a limited (and therefore manageable) core vocabulary under each heading. Method
1 Give students time to think about and to prepare what they are going to say. 2 When they are ready, ask them to find ways of signalling and linking the different stages of the discussion together, for example: Student A (closing): 'Well I think those are the most important points to do with the political parties. Now I'd like to ask you about elections in your country. How often . . . 1' Follow-up
1 General discussion of the politics of a particular coun try or of one or more countries compared 2 Various kinds of writing task 3 Reading comprehension based on a newspaper text about a rele',;.int country 4 Dictation of a similar text followed b� questions/discus sion 5 Question and answer sessions focusing on the country/ies of each student in turn 6 Examination of other constitutional questions not covered in the activity.
26
Lead-in
1 Role selection·(of As and Bs) could require more atten tion than usual, although' you may decide just to take pot luck and allocate roles randomly. 2 Before they start, brainstorm suggestions for leading into a political discussion: you might expect to elicit phrases like 'Did you read about X in the paper the other day, . . . 1' Method
1 Think carefully about how much time to allow for the discussion before you start (twenty minutes for a well established group). 2 Students should begin with small talk and achieve a smooth transition from this into the expression of seri ous opinions. 3 The activity seems, to the students, to be a straightfor ward political discussion, albeit one where the opinions they express are not necessarily their own. However, there is a sting in the tail since, at the end of the dfscus sion, you will ask each of them to write down all: the main arguments put forward by the other. In an abbre viated re-run of the approach adopted in Activity 2: Active Listening, each will verify how far the written statements coincide with what he/she was actually trying to say. If there is any mismatch between what one thought he/she was saying and what the other thought he/she heard, it is probably worth going to some trou ble to find out how and why it has come about: hence the suggested use of the tape recorder. Follow-up
See Follow-up to Talking Politics 1 .
Teachers' notes 62 Top businesses
63 Training
Introduction
Introduction
This activity focuses attention on the attributes of success ful businesses.
Training is your business. It is always interesting, there fore, to hear what the clients for your services think about the training function in general and about their previous experiences of various kinds of training.
Lead-in
As a warm-up with the whole group, you could ask some brief introductory brainstorming questions along the lines of 'What makes a successful company?' and then 'Which company do you think has the best people policies', 'Which is the most innovative company you know? ' , etc. Method
Lead-in
Ask students: 1 how important training is 2 how much their organizations are committed to train ing 3 what makes training effective.
1 Make sure that this does not degenerate into a simple
exercise in form filling by encouraging students to ask for explanations and examples under each heading: each student might ask one or two supplementary ques tions under each heading, like : • Which company d o you think has the best marketing? • And which aspect of marketing do you think they are particularly strong in? • And what i mage do they think they are trying to project in their advertising? 2 Stress that students are not obliged to name three compa nies under every heading - they might only wish to name one in several cases, but can name up to three, particu larly if they have several favourites under a particular heading. Follow-up
The kinds of responses which are given may afford quite different models of excellence and, if you are lucky, some serious disagreement. If so, it will emerge during the group feedback session after each student has questioned the other, and will in turn provide the opportunity for discus sion of some fundamental questions about quality, strategy, et al.
Method
No guidelines are given to the students themselves as to how to structure their discussion and with the more orga nized and aware, you can leave them to work out a proce dure for themselves. If any students do have difficulties, however, suggest that: 1 each start with a short presentation of main ideas before 2 they go into discussion and 3 attempt to reach agreement perhaps by prioritizing ideas on a board or on paper. Follow-up
Ask students about: 1 their conclusions, in particular about their own sugges tions 2 the training strategy of their companies 3 how training will change in the next ten, and twenty years. Note: for your information, corporate universities like McDonalds (the Hamburger University) do exist and are used for a wide range of training programmes for staff at all levels.
27
Teachers' notes 64 Troubleshooting Introduction
This i s a very s imple activity b u t one which can be extremely effective with people from different compa nies, from different parts of the same company or from the same department; while business students can either discuss work- or organization-related problems, or imag ine themselves in professional roles. The contributions made by someone coming fresh to a business problem can often be genuinely helpful, while it can also be therapeu tic to have the opportunity to share a problem with some one else. For those who are reluctant to talk too much about their own work problems, there is always the possi bility of inventing a problem or talking about someone else's ! Students should ideally be given time to think of a problem, for example, as homework.
(These can often be both difficult to detect and easy to misdiagnose, so take care, and omit if you don ' t feel confident about it) 3 Language Give them language feedback as appropriate. Many students have high expectations about being corrected. Point out the things which you thought they did well as well as things which you think should be improved.
65 Utopia Introduction
This is an (even more flippant than usual) activity to finish the book with, but one to which creative students have the opportunity to respond with verve and imagination and possibly even some original political thinking. Lead-in
Lead-in
Ask students what kinds of problem people typically meet at work. See if it is possible to categorize them under headings like delegation, time management, relations with colleagues/superiors/suborainates, etc. Ask in a general way about problems people have had in the past, perhaps giving an example from your own past, before moving on to setting up the activity itself.
Ask your students: 1 what they will think the worl� will be like in a hundred years' time 2 what a perfect world would be like 3 whether they think things are getting better or worse 4 what they would do if they had the chance to make the world a much better place. Method
Method
Explain that each student in turn should: 1 present the problem 2 answer any questions the partner may have to clarify or to have more details 3 discuss the problem and invite suggestions 4 summarize the problem, the discussion and the main suggestions or new ideas coming out of the discussion 5 thank the partner for hislher help. You , meanwhile, should take notes on language, commu nication and, if relevant, intercultural aspects of the interaction while the activity is going on (see below). r
Follow-up
Ask the students themselves how successful they consider the meeting to have been, and how useful the activity was. Then give feedback under one or more of the following three headings: 1 Communication • How successfully did the students communicate? • Did communication break down at any point and, if so, why? • Were clear decisions reached? 2 Inter-cultural (where applicable) If communication failed or became confused at any point, was it due to cultural misunderstandings? 28
Get the students to go through the usual preliminaries of welcome and small talk, agreeing on an agenda and a time for the duration of the meeting, etc., before they go into the main part of the activity. Follow-up
Reporting back to the main group could be in the form of short presentations with each partner taking responsibil ity for half of the points on the list. You could do a grid on the board which each pair could complete as it presented in order to give a clear visual representation of the options of all of the different pairs.
Stu dent A
M ate ri a l fo r p h otoco py i n g
Student
ICE B R EAKER
A
(Introducing self and others; questioning; liking and preferring)
breakers are short activities to help people get to know each other at the beginning of a training Irse.
roduce yourself. Say: •
who you are
•
where you work and/or study
•
what you do/what your job is/what you study.
. d out the same from student B. m ask student B about any of the following. Be SUl'e to ask at least two related follow-up ,stions on the same topic. This will help build up the conversation. •
favourite means of transport
•
typical working day
•
preferred leisure activities
•
earliest business experience
•
worst business experience
•
best busi ness experience
•
favourite food
•
favourite animal.
she will ask you some questions too. U
START.
From BusirH!sS English Pair Work 2 l'Iy SIeve Rindcrs and Simon Sweeney () Penguin Books
1998 P H 0 ,.. 0 C O P 1 A I:} L E
31
2
ACTIVE LISTENING
Student A
(Sequencing; hesitating; expressing your amazement)
Active listening means listening - really listening - to the person you are talking with; and signalling your support to that person by your expression (for example, smiling), by your body language (nodding your head, eye contact . . .) and by what you say ('Yes', 'Uh-huh' . . .). Research shows that many business people - men in particular - do not listen very much to what other people say.
You are going to discuss a controversial subject with student B . However, the rules of the activity reqUlre you: 1 to take turns speaking and to wait until student B has finished making a point 2
not to interrupt while student B is speaking
3 to summarize what student B has said before you make your own point. The subject you are going to discuss is downsizing. You support the reduction of staff numbers in companies and student B is against. You should make the following points during the discussion: you must use each of these arguments in turn. You will need to add your own ideas and give your own examples in support of the main argument each time: 1 Before downsizing, many companies employed many people who did not have enough work to do 2
People in downsized companies work harder
3
Employees in downsized companies are closer to the customer and so give better customer service
4 There are fewer layers of management in downsized companies, so communicatiOl is better 5
Downsized companies are more efficient
6 Downsized companies are more profitable 7
Now add one or more arguments of your own.
STUDENT B WILL START.
r
32
From Ousincss English Pair Work
2 b y SlcW Flinders :l!1d Simon Sweeney © Pi!nguin
Books
1998 P H 0 '- 0 C O P I A 6 L E
Student A
ADV E RTISING STANDARDS
3
(Blaming; j udging; questioning)
Advertising standards control what manufacturers can say about their products. The Advertising Standards Authority in the UK checks advertising to make sure that it is honest, decent and legal. Consumer protection agencies also work to protect consumers from false claims in advertising and product promotion.
You work for a national television channel. You are making a programme on products which claim to keep people looking young and healthy. Your special concern is skin care products. You have a meeting with a manufacturer of Ju.uenene Gel. a skin care product which is supposed to stop skin looking old. You are interviewing the manufacturer of Ju.uenene Gel. You are concerned about the claims in the following advertisement which has appeared i n doctors' clinics and in magazines:
keeps your skin looking young and healthy
Yfecal.caJ tI./Ill/ZA:!& 01qo¢d 6ltd d-o/J Illuta ilte.l!/i//b !Th,IJd Izall/�a6.1!A:I/b cololl/[' 01OjJJ.l!A:I/b !lt.I/1Ill/(Y' r3011tat/ld Vitclllll/b . /Jlf.JjJ!e//lC/I4J
c/l!JIl.a1l1/Ul61/(Y'�eca�CII4J Clf6t tentedOlb aa//l10&
'It
makes you look 20 years younger, Grandma'
Ask your doctor or pharmacistJor Juvenene Gel. YOU: • • •
think that there are a lot of exaggerated claims for Juvenene Gel think that there is no evidence that it reduces wrinkles or stops skin thinning have heard that some people developed white marks on their skin with regular use of Juvenene Gel
• • • • •
want to know what 'all natural ingredients' means think the manufacturer pays doctors to advertise the product believe that the product has not been tested at all, either on animals or people think that good skin is really about genetics and a good diet think the product is basically useless - and expensive.
YOU START. From Business Engli�h Pair Work
2
hy StC\'C Flinders and Simon S\\CCIlC)'
0 I\::nl!uin
Books 1998
P H 0 TO C n P I A B L E
4
AG E I N E M P LOYMENT
Student A
(Knowing; agreeing/disagreeing; urging)
In many countries, the job market is not kind to older people. When older people lose their jobs, it is often very difficult for them to find others. Ageism is discrimination against older people for no other reason than that they are old.
You and student B have been holding recruitment interviews to find someone to fill a vacant posi tion in your company. You have together shortlisted two candidates who, you agree, both have the potential to do the job well. However, one candidate is thirty years older than the other and you disagree about whether the older or the younger applicant should be appointed. You want to recruit the younger candidate because young people: •
are cheaper
•
don't expect a big pension
•
are less likely to talk back when given orders
•
have more energy
•
give the company a better (more youthful) image
•
are more flexible: they have not developed fixed habits
•
have better health
•
can be developed to fit into the company's culture more easily
•
bring new blood and new ideas into the company.
Persuade student B that you are right. STUDENT B WILL START.
r
34
From
Business English
P;lir Work 2 by Steve Flinders :Inti Simon Sweeney 0 Penguin Books 1998 P H O i 0 C O P I A
6LE
,
5
ANNUAL R E P O RT
Student A
(Sequencing; obliging; judging)
A company's annual report provides shareholders with all the important details of the company's financial performance for the year including the profit and loss account, balance sheet and cash flow statement. Some annual reports give these details, a short report from the chairman and little else. Others give a great deal of additional information about the company and its operations.
You and student B have the job of designing and producing your company's annual report. So first you must give your company an identity: fill in the details in the box below together.
Comp.my name:
.
.
.
Company location(s):
.
.
.
.
.
.
.
.
.
.
.
.
•
.
. . . . . . . . . . . .
Annual turnover:
.
.
.
.
.
•
.
.
•
.
.
.
.
.
Number of employees:
•
.
.
.
Main products I services: . . . . . . . . . . . . . . . . . . . .
. . . . • . . • . . • . . • . . . . . • . . . .
Main markets:
You agree that the report should contain the Chairman's Report, the Financial Report and a Report of Operations. You must now decide which six of the following features to include as well: 1 A company profile (its main activities, markets and places where it operates) 2 The company's history 3 Corporate ambitions (the future strategy and business objectives of the company) 4 The company's values (e.g. its mission statement) 5 Customers (service to customers, customer profiles) 6 Employees (internal communication, training policy and spending, etc.) 7 The company in the community (donations to charities, charitable activities of employees) 8 The company and the environment 9 Profiles of the members of the Board of Directors 10 Report of the remuneration committee on directors' pay 11 The company's policy on diversity (equal opportunities for women and policy on recruitment of members of ethnic minorities, etc.). There is also space for photographs of two of the following: - the Directors - employees
- products/services - customers
Discuss with student A which six items to include and which photographs. STU DENT B WILL START.
From Bu�incss English Pair Work 2 by StC\'C Flindcn; and Simon Sweene), 0 Penguin !looks 1998
P H 0 '- 0 C O P I A 6 L E
35
Student A
BAN KS, L E N D I NG AND BORROWI N G
6
(Questioning; measuring and calculating; forecasting)
Cash flow is movement of money into a company from sales (income) and movement out (expenditure). Problems arise when there is not enough income to cover costs.
Telephone your bank manager at Credit Bank International to explain a short-term cash crisis affecting your business. Ask for an increase in your overdraft to cover the next three months. Here is some background information which you can give to your bank manager: •
present overdraft with e B I : $1 0,000
•
work-in-progress: $50,000
•
short-term extra borrowing required: $5,000
•
expected income over next three months: $30,000
•
outgoings over next three months: $35,000
Cashflow forecast (dollars):
Month I opening balance 5.000
Month 3
Month 2
income
expenditure
5.000
1 5.000
closing balance
opening balance -5.000
-5,000
income
expenditure
1 0.000
1 0.000
closing balance
opening balance -5,000
-5,000
income
expenditure
1 5,000
1 0,000
closing balance
Other information:
YOU: •
have a further $5000 borrowed from another lender - but your bank does not know this
•
think the business is going well
•
have a lot of orders
•
do not want to borrow too much because of high interest payments.
YOU START.
From Busjncs.� En.elish Pair Work 2 by Steve
Flinders
:1111.1
Simon Sweeney Itl l'cnguin Hook� I99R
P H 0 -r 0 C O P I A 6 L E
0
Student A
B RA N D POSITI ONING
7
(Telling; agreeing/disagreeing; urging)
Brand positioning is the set of characteristics which makes a product different from other products on the market. Clear positioning helps to make a product attractive to a target group of consumers. With clear positioning, a brand then establishes its identity. This determines what consumers think about a product.
You work for a cosmetics manufacturer. You are part of a discussion group which must produce recommendations to the Board on ways to establish a clear brand positioning for your hair care products. A survey of consumer attitudes to your products produced the following results, summarized in a memo:
INTERNAL MEMORANDUM
Re:
Hair Care Products - Market survey
Leaf range - market perception Most
Leaf products
is that it is an old product for older people
associated with problems - not solutions, e.g. medical
treatment for difficult hair, dandruff, greasy hair, dry hair, bad skin, etc.
1 Telephone a colleague. Tell him/her: - about the report - that he/she is one of the new discussion group set up to discuss it - explain that you have to meet - arrange a time to discuss the report 2 In the meeting, suggest the following action. Reach decisions on what to do. YOU: •
think the research shows that the positioning has been a complete failure
•
want a new marketing campaign aimed at younger consumers
•
want to rename the product range (suggest a name if you can)
•
need endorsement from a famous youth role model from sport or television (suggest possible names)
•
suggest a major television commercial as a product launch
•
insist on dropping the term medicated treatment from the packaging.
YOU START.
From Ilusiness English Pair Work
2 by
SIC\·c Flinders :md Simon �\\'ccl1cy
€)
Penguin Books
1998 P H 0 TO C O P I A 6 L E
37
8
B U D G ET N EGOTIATION (Questioning; negotiating; measuring and calcu lating)
Negotiating a budget is the process of reaching agreement on how much money should be spent on a particular project or activity. For example, a marketing manager may look for a certain level of financial support to launch a new product.
You are responsible for a project to restore a historic monument. You need a large amount of money from the Ministry of National Heritage. You have to present the Project Plan below, and explain the costs, to a government official. Phase I
Phase I I
Phase I I I
Phase IV
Phase V
Phase VI
Initial
Preparation of
Work
Deconstruction
Repairs
Reconstruction
studies
workshop
planning
Months 1
6
12
24
18
36
Present the budget plan:
Employment of five of the world's best experts in medieval reconstruction to total
$750,000
total
$450,000
total
$300,000
Miscellaneous research and study costs
total
$300,000
Travel. accommodation, subsistence costs
total
$300,000
manage the work
(5
x
$50,000
per year)
Permanent staff of ten restorerslspecialists ( l O x
$30,000 per' year x 1 .5
years)
Team of ten semi-skilled labourers for' the final 1 8 months (lO x
$20,000
per year x
1 .5
year's)
$2. l m
Total budget:
YOU: •
can accept some economies but argue that the budget cannot be greatly reduced
•
can accept reductions of between 1 5-30%, but no more
•
must keep to time estimates
•
try hard to keep the final figure as close to $2.1 m as possible
•
can resign if you get much less than $1 .6m!
YOU START.
38
From Bu�incss English
p,lir WOI'k 2 o y Slel'e FriIHlcr.� and Sill\on
Sweeney
€I
Pcnl,!uin Bonks 191)3
P H O i0 C O P I A B L E
r
9
B U S I N ESS AN ECDOTE
Student A
(Sequencing; emphasizing)
An anecdote is a short story about something which really happened to you or to someone else. Being able to relate anecdotes which are interesting or funny is an important skill and a useful aspect of business socializing.
You and student B are going to tell each other a series of short anecdotes. You will each tell a short anecdote in turn. Since you are going to start, you should find a natural conversational way to lead into the first story. You should also find a way to lead on from student B's stories into your other stories each time. Your anecdotes should tend, if possible, to be about work-related experiences rather than experiences in your private life. Do not spend more than two (or, exceptionally) three minutes maximum on any one anecdote. YOU should talk about: •
the most difficult business trip you've ever been on
•
the most memorable thing about your first job
•
the strangest boss you've ever had
•
the worst hotel you've ever stayed in_
YOU START_
,
From Business English Pair Work
2 by
SICve Flinders and Sil1lon Sweeney
0
Penguin Books 1998 P H
0 -r 0 C O P I A eo L E
39
1 0 B U S I N ESS ETH ICS
Student A
(Judging; agreeing/disagreeing; vetoing)
Business ethics are concerned with issues of morality in commercial decision making. Ethical questions include the relationship between business and the environment, between companies and their employees, product types, quality, pricing and many other aspects of business.
Together with a colleague, categorize the following commercial practices using a scale from 1-5:
1
=
acceptable in any circumstances
2
=
usually acceptable
3
=
depends on situation
4
=
usually unacceptable
5
=
always unacceptable
Give reasons for your decisions. Note any particular disagreements between you and student B.
STUDENT
•
manufacturing and selling arms
•
headhunting key people from rival companies
•
hacking into other companies' computer systems to get key market information
•
employing only young, single school leavers because they are cheap
•
building a new factory in an environmentally sensitive area
•
mu ltinational companies employing cheap labour in poorer countries
•
trading with companies which employ children as cheap labour
•
telling lies in negotiations in order to get a better deal for your side
•
trading in countries where the state routinely and systematically denies basic human rights to non-violent prisoners of conscience
•
using animals to test cosmetics
•
using animals to test drugs for the treatment of chronic ill nesses i n people
•
using rare hardwoods from tropical rain forests to make luxury furniture
•
using i l legal immigrants as cheap labour
•
increasing the salaries of senior managers by 50% in the same year as 20% of the workers are made redundant
•
dropping your prices to force competitors out of the market and building up a domi nant market share before increasing prices again
•
fixing your prices with your competitors to keep them artificially high.
B WILL START.
r.___ u
..� .....« 1�""l;�h I),,;,· \V,)..",
2 h\' SIt!\C Fl intie .. r and Simon Sweeney 0 Penguin Books 1998 P H 0 T O C O P I A 8> L E
11
B U S I N ESS G RAMMAR
Student A
(Introducing self and others)
Grammar is the set of language rules for combining words into sentences. Words are classified as being nouns, verbs, adjectives and so on. Some management development consultants advise their clients to think of themselves in terms of action verbs, for example, A CT, LEAD . . . These sometimes appear listed in people's CVs.
You are going to play a business grammar game in three parts with student B . You will need to prepare for the game before you play. First, think of three famous business people who student B will know. If you work in the same field or in the same organization, you can choose someone from the same profession or company. Before you play, write down: 1
six nouns about the first business person
2 six verbs about the second 3 six adjectives about the third. In round one, start by giving your first noun and then getting the first noun from student B. Continue until you have all the nouns. You can make a guess about the identity of student B's business person at any time. If you have not guessed correctly by the time you have all six words, then you have to think of three more nouns about the person when you find out who it is. Repeat the sequence for rounds two and three. When you have finished, you can suggest nouns, verbs and adjectives for yourself or for student B. Will you put them into your CV?! YOU START.
r
From Business English P:lir Work 2
by Sieve Flinders �l11d
Simon Sweeney
(D P.::nl!uin l3ook.� 19<)R P H 0 '1 n
r.
n
po
IA
B I
1=
Student A
1 2 B U S I N ESS P H I LOSOPHY (Agreeing/disagreeing; permitting; vetoing)
A philosophy is a set of beliefs about the meaning of the universe and of human life. A business philosophy is a system of ideas about the meaning and the role of business - an attempt to give answers to questions like: What is business ? and What is business for?
Discuss these statements with student B. Which do you agree with and which do you disagree with? Business is to make a profit for the company's shareholders. Business is for the benefit of all the company's stakeholders. Busi ness is for the benefit of the whole community. Busi ness destroys commu nities. Business brings out the worst in people. Business destroys the natural environment. Business is about risk. Business is about challenge. Business is fun .' Business is the best possible way to self-fulfilment. Business makes the rich richer and the poor poorer. Business must be regulated by the state. You have to be ruthless to succeed in business. Now tell student B what your own philosophy of business is . YOU START.
42
From Business English Pair Work 2 by Sl�\e Flmdcrs :md Simon Sweeney 4) Pc:nguin Books
1998 P H 0 1 0 C O P I A 6 L E
1 3 B U S I N ESS A N D THE ENVI R O N M E NT
Student A
(Sequencing; judging; agreeing/disagreeing)
Businesses, like people, cannot operate without a natural environment - including clean air, clean earth and clean water - to sustain them. And more and more businesses are recognizing that helping the environment a) can be good for the company's public image, and b) can help profits.
You and student B work for different companies. You each have an important role in the development of your company's environmental policy. You are going to meet in order to exchange policy ideas. You will first make a short presentation of some of the main features of your company's policy. These are as follows: 1 A member of the Board has specific responsibility for the company's environmental policy. 2 You pay a specialist consultancy to do an annual environmental audit of the company's activity, resulting in an annual environmental balance sheet. 3 As a result of this, you have developed an environmental management system which covers the activities of the whole company. 4 All company vehicles now run on u nleaded petrol. 5 Your company provides sponsorship for projects run by the World Wildlife Fund and several other environmental protection organizations. 6 You have launched a company-wide campaign to reduce the energy bill by 1 0%. You are giving prizes to good energy-saVing ideas from employees. 7 You have started a pilot project in one subsidiary i n which employees are given a set of environmental targets and are appraised in relation to them. 8
All new offices and factories built by your company are extremely energy efficient.
9 Add two more of your own ideas. Organize these points under some main headings such as General Policy, Energy, Recycling, Animal Protection, and so on. When you have finished, listen to student B's presentation of hislher company's environmental practices. Then discuss which ones could be useful for you to adopt and which you do not think are feasible. YOU START. ,
From Businc�s English P:lir Work 2 by
Stcve Flinders :md Simon SW PengLiin Books I99R P H 0 '- 0 C O P I A eo L E
43
1 4 B U SI N ESS I N TH E COMMUN ITY
Student A
(Sequencing; u rging; forecasting)
More and more companies recognize that there can be a business advantage in developing a socially responsible image. Businesses which give money or resources to the community also recognize that they have a responsibility not just to their shareholders or to their employees but have a wider responsibility to all the people in the community in which they are based.
You and student B have the job of deciding how your company - a leading national food retailer with supermarkets in every big town in the country - can make a real contribution to the community. You have each shortlisted three projects, each of which costs about the same, but your budget is limited to only two of them. Describe in your own words your three projects below, then listen to details of student B's three projects, then discuss which two to recommend to your Board. You can choose any two of the six.
N ATI ONAL FU N RU N The company could organize a national fun run day with 5-kilometre runs taking place at the same time in all major population centres. Your company would handle all the registrations and logistics, with the objective of having many thousands of people, young and old, talking part in the run. All participants would receive a teeshirt with the company logo on the front. at the end of the run. Participants would ask friends and rela tives to give money. which would then go to charities identified by the company. The National Fun Run would receive widespread coverage in the local and national press and on radio and television.
CHARITA B L E DONATIO N The head office of your company is in the commercial quarter of a large city. close to an area with many social problems associated with poor housing and high unemployment. A number of charities which have the infra structure and the expertise to deal with these problems are active in the area. Their representatives have told you that the donation of a large sum of money (like the sum you have in your budget) would enable them to make a major impact on the area. They are very keen for you to help them.
r -------,
SOCIAL AU DIT One of your competitors has agreed to a social audit by an outside consultant. This is a report on how far your company scores on a range of social measures. for example, employees' pay and conditions. considera tion for the environment, opportunities for women and members of ethnic minorities. internal and external communication and handling complaints. Although the report on your competitor was sometimes critical, it seems to have benefited from the exercise. The investigation by the auditors takes several weeks. Is your company brave enough to go through the same thing?
YOU START.
44
From Business English Pair Work 2 by Sle\'c Aindm and Simon S\\eency e Penguin Books
1998 P H 0 T O C O P I A eo L E
1 5 CAPITAL I NV ESTM ENT
Student A
(Measuring and calculating; negotiating; presenting)
Capital investment is spending on fixed assets which will help a company to produce products or services. Examples are property, new buildings, machinery and computer hardware.
Your company has made increased profits in the past three years but the production facilities are poor and outdated. Soon your profits will fall rapidly because of increased competition. With student B - a colleague - choose from the following list of spending options. The cost (in dollars) is given on the right. Decide on the best way to spend the available budget of $950,000. You cannot implement all the options. You have both made a separate preliminary study of the probable effects on the company of the different options. You have made some handwritten notes which are under each option. Make a presentation outlining your priorities. 1
$600,000
Buy land next to present plant and install new equipment Good optio,,: 50% illCAwse ill pwdllcti�ity i. UOllA yerus. CVeAY U!exib!e. - i. !ollg teAl" ouum ,\OSSiOC potelltio! UO' illCAwsed PWdliCti011 witR irUAtRe.< ilmestl\\ellt: o!so illCAwse ill !alld �o!lle is ��dy
$300,000
2 Upgrade existing machinery Good optioll - but p,obob!y bettCA OuteA optio. 1 Ros bWI CDI"I-'!e.ted.
$ 1 00,000
3 Install new computer hardware and software ..Abso!lltdy IleeesSOAY
os
eOA!y os pOSSib!e..
r'\J>,ediote p,oducti�ity belleb-its.
$ 1 00,000
4 Landscape the entire area to improve appearance )lot justib-iOb!e.. )lot a t,ue capitO! i.�estl>\e
5 Build new warehouse to improve storage of raw materials, components and finished products.
$200,000
Bette.< to eROIIge O.de.
6 Change to a new state-of-the-art production system that would not need additional land or buildings, or much rebuilding Good optio" but CDUW put Oil eru!y ,.taxill,UI" �I\\it o. p,oductio" poteJltiO!. litt!e.
$750,000
'001"
UO. exM gwllltR. 7
Rebuild half of existing buildings and install 50% new machinery
$500,000
)lot tRe best !ollg-te.<1\\ optio" but CDUW wo� witR otRe.< i"tplO�eJ-AeiltS.
$200,000
8 Improve office buildings and some administration facilities CCAtaill!y useuu! - but depellds
Oil
otRCA cRoices. So",e p,oducti�ity bellehits.
YOU: •
think you do not have to spend all the money in the first year
•
are happy to be flexible if the arguments are good ones.
STUDENT B WILL START.
From Business English P:lir Work
2 hy SIcve
Flinders and Simon Sweeney
0 Penguin
Books 1998
P H 0.0 C O P I A 6 L E
45
Student A
1 6 CARE E R ADVICE (Sequencing ; j udging; regretting)
Career advice is information given by specialists to people to help them make choices about which professional direction to take in the future. It is particularly useful for young people while still at school, or in higher or further education, but can also be important to people in mid-career especially if they have lost their job or are in danger of losing it. However, it is also important to think about the changing idea of the 'career'. In the past, a business person could have a life-long career within one business organization. Today we do not expect to have only one employer during our lifetime, and more and more people find themselves working as freelancers working for several employers at the same time.
You are sixty years old. You are coming to the end of a successful career in business, during which you have seen many changes in the world of business and in the world in general. Student B, on the other hand, is just starting out on hislher business career. He/she has been assigned to your department for training and development and you are now in discussion about ways in which he/she can develop his/her career. YOU think it could be interesting for student B to hear about: •
the mistakes you have learnt from in your own career
•
the important career choices which you yourself have faced i n the past
•
the qual ities which make a good manager
•
your personal do's and don'ts of business
•
the way you think busi ness will change in the future
•
what qualities older people look for in the young in the work environment.
YOU START.
46
From BusincH English P;lir Work 2 by Sieve Flinders
.mel
Simon Sweeney
e Pcnguill Oooks )lJ98 P H 0 '- 0 C O P 1 A 6 L E
1 7 COM M U N ICATING STYLES
Student A
(Questioning; liking and preferring)
Successful communication is of central importance in international business today but very often communication is difficult because people in different jobs and companies or from other countries, have different ways of looking at the world. People have different styles of communication. This activity encourages the participants to look at their own styles of communication and to find out about each other's. You are going to complete a questionnaire about student B's styles of communication. Using the descriptions below the box, ask himlher how far helshe thinks helshe has e.g. (for number 3) a formal or an informal style of communication and then tick the right box. For example, if student B thinks helshe is very informal, you will tick box 3 or 4 on the informal side; if helshe thinks helshe is a little formal, you will tick box 1 or 2 on the formal side. Encourage himlher to think about examples of how helshe reacts in different situations. Styles of communication
(Ask student B:) Where on the scale do you position yourself for each of the following statements? 4
3
2
I
0
I
2
4
3
Sensitive
Safe
Systematic
Organic
Formal
Informal
Directive
Participative
Dense language
Simple langu
Direct
Indirect
Stressed
Relaxed
Involved
Detached
Stat e m e nt s
1 S e ns iti v e : you prefer to get to know quite quickly about the personal details of people you meet Safe: you prefer not to discuss personal details with people who you have just met 2 Sys te ma t ic: you prefer a very structured approach to communication Organic: you prefer commu nication to develop naturally without thinking too much about structure or time 3 Formal: you prefer a traditional approach to dress, clothing, language and posture Informal: you prefer a more relaxed, familial' approach to dress, clothing, language and posture 4 Dire ct i v e : you prefer to take the initiative in communication and have others follow your lead Participative: you prefer to consult, listen and build up a consensus among participants 5 Dense language: you prefer to give information of a specialized kind as efficiently as possible Simple language: you prefer to give information of a specialized kind in as accessible a way to all listeners as possible 6 Direct: you prefer business communication to be only about the business in hand Indirect: you prefer, in business communication, to be able to spend time in social conversation and touch on other subjects not directly related to the business in hand 7 Stressed: you prefer to generate energy to indicate the urgency of a situation Relaxed: you prefer to play down the impact of a situation, no matter how urgent 8 Involved: you prefer to show your emotional attachment to the issues under discussion Detached: you prefer to separate your feelings from the issues under discussion The styles of communication parameters presented in this activity nre reproduced with kind permission of the author and publishers from the video training l)lIck
Commllllimlillg Styles by Derek
Ut]€lY. Jlublished by York
AssociuU!s,
J IG i\!ickJegnte. YOI'k
'1'01
lJY,
UI\, ISBN 0 9-183:13626
Wl1en you have both asked each other all the questions, compare and discuss your answers. YOU START. From l3usim:ss
English
Pair Work 2
by SIeve Flinders :md Simon Sweeney €:I Penguin Books 1998 P H 0 ,.. 0 C O P I A f3 L E
47
Student A
1 8 COM P ETENCE D EVELOPMENT (Knowing; forecasting; correcting)
Competence is the ability to do something to an acceptable standard. Competence is normally gained through a combination of knowledge, experience and expertise. In business, competence is something that individuals apply to their work and share with others, for the benefit of the company as a whole. Competence needs to be efficiently exploited. Also, the best companies usually have a strategy for developing the level of competence in their staff.
You are the Marketing Manager of a fast-growing and successful European software company with worldwide sales. You have recently recruited a young sales and marketing representative to work on the launch of a new software product for the international market. The Human Resources Department has put the new recruit through a series of interviews and exercises to assess the need for training and to give the department information which will be useful in planning your new recruit's future career development. The HR department has produced the information below for this person and you are now going to meet the company's HR Manager (student B) to define a training plan for the new member of your team. You need to agree on: •
content of the training programme and priorities - you feel that product knowl edge and English are the main priorities and that the rest can be learnt on the job
•
time scale - you need your new recruit to be available ful l-time one month after appointment
•
budget - the money comes out of your department's training budget: you do not wish to spend more than $1 0,000 total on the programme. I Basic level
Key:
Competence
3 Very good level
2· Good level
4 Outstanding level
Job requires
I n c u m bent possesses
Marketing and sales
4
4
Software knowledge
3
4
Product range knowledge
4
3
Product knowledge
4
2
Project management
3
3
Company knowledge
3
Customer orientation
3
2
English
4
2
Communication
3
3 4
Approach to change
3
Teamwork
2
3
Cultural awareness
4
2
Although you recognize that long-term competence development is important for all staff, you aTe quite impatient to have the assistant operational and available as soon as possible for the job in hand. With student B, draw up a detailed training programme for the new recruit. STUDENT B WILL START. "'.. -,---- C_,,"�I. I)',or \Vn.� ,
11'1 !;IC\C Fhmlcrs :md Simon Sweeney 0 Penguin Books. 1998 P H 0 ,- 0 C O P I A 6 L E
1 9 COM P ETITIVE TENDERING
Student A
(Negotiating; forecasting; obliging)
Competitive tendering is where an individual, a company or a group of companies responds to an announcement asking for offers to do work on a major project. Usually several offers (or tenders, or bids) are received and the contract is given to the offer which looks the best in terms of quality and price.
Your company is interested in tendering for the work advertised below. In either a telephone conversation or in a preliminary meeting with 'I'rasmar & Cie, discuss what you can offer and what you have to do. Here is a copy of the advertisement. It asks for tenders to run a dry port in France. Decide if this contact is by phone or face to face.
Trasmar & Cie CALL FO R B I D S Trasmar & Cie (the sponsor) invite offers for the operation o f a container handling centre at Marne-la-Vallee, France. The container port will be the centre of a European import and export network, linking the sea porrs of Calais, Hamburg, La Rochelle, Rotterdam, Genoa, Marseilles, La Rochelle and Bilbao with each other and with major European population centres such as Milan, Paris, the Ruhr Valley and London. Individuals or companies i nterested in participating in the competition should send for details to the Projects Control Officer, Trasmar & Cie, Rue des Vieilles Vignes B.P. 80, Croissy-Beaubourg, 77423 Marne-la-Vallee Cedex 2, F RANCE. Tel . ( 1 ) 36 56 89 65
YOU: •
want to know if one single company must be responsible for running the port
•
prefer a co-ordinating role, using sub-contractors
•
wpnt to know what kind of experience successful tenderers will probably have
•
have expertise in rail. freight management
•
want to know the deadline for bids
•
would like more information
•
want to know if this is a genuine call for bids or if the company has already decided who will get the contract
•
want to know if a multinational partnership could be given the contract
•
have colleagues in Scandinavia and in Italy who could work with you in the management of the port.
-
in English
YOU START. From Business English P:tir Work
2
by $tC\"C Flinders and Simon Sweeney
10 I\:nguin
Books 1998
P H 0 1" 0 C O P 1 A [3 L E
49
20 C O N F E R E N C E ORGAN IZATION
Student A
(Questioning; knowing; hesitating)
A conference is an event attended by a number of people - from a fairly small number in the case of a company sales conference, up to several thousand. A good conference helps people working in the same field to learn about the latest developments and to network with fellow professionals. In an in company conference, a company can communicate important messages to selected employees and perhaps reward them through the choice of an interesting or exotic location. A successful conference needs a great deal of careful planning and detailed organization.
You work for a large international company. You are responsible for the success of a forthcoming conference which will be attended by nearly all the company's senior management world-wide about a hundred people. The objectives of the conference are: •
to inform delegates about future developments in your industry
•
to debate the company's future
•
to define and communicate corporate objectives to the senior management team
•
to build an international team.
You are therefore looking for an agency which can organize this extremely important event. You have been recommended an agency specializing in conference organization of this kind and are now going to call the agency head (student B). The conference will last two and a half days, from Friday lunchtime to Sunday evening with participants leaving on Monday morning. You want a location where they can combine work and relaxation. Spouses will not be present. You have a clear idea about which outside speakers to invite, although most of the speakers and seminar leaders will themselves be members of the senior management team. You are working to a budget of about $ 10,000 per participant, all inclusive. YOU want to know about your contact's experience in this field and would like preliminary details of: •
possible location
•
travel arrangements
•
approximate price
•
conference facilities
•
organization of guest speakers
•
entertainment.
By the end of the call, you would like to have an initial idea of what kind of conference could be organized for the sum you have in mind. YOU START.
50
From Business English Pair Work
2
by Steve Ainders and Simon Sweeney C Penguin Books
1998 P H 0'- 0 C O P I A e
LE
21
CONS U M E R M OVEM ENT (Greetings and farewells; judging; agreeing/disagreeing)
The consumer movement is a general term for all the ways in which consumers influence companies and their decisions. Consumers can affect both marketing decisions and company ethics.
Thgether with student B, imagine you are having a drink together in the lobby of a hotel. Discuss the influence of consumers on company decisions. Together with your colleague, decide on three ways in which the consumer movement has most influenced companies. Use the notes below to help build up a discussion. YOU: •
think every decision a company makes is the result of pressure from consumers
•
think pricing decisions are obviously affected by consumers' behaviour
•
make a link between consumers' opinions and ethical decisions - for example: - testing products on animals - dumping, e.g. sel ling bad products in poor markets - fur coats (they are not so popular any more) - making excessive profits - using cheap labour (it is difficult to employ cheap labour now) - banning trades unions (it is u nacceptable to ban workers' organizations) - making products that are built to fall to pieces (most products are good quality nowadays)
•
generally believe that consumers have forced higher standards
•
think that most busi ness is highly ethical.
Also, discuss the ways in which consumers manage to get their message through to companies. Here are some possible ways: •
buying/not buyi:'\g the product
•
direct contact with the producer
•
writing letters
•
talking with friends
•
joining consumer groups
•
participating in action campaigns/protests.
STUDENT B WILL START.
Student A
22 CONSU M E R S U RVEY (Judging; liking and preferring; agreeing/disagreeing)
Consumer surveys are designed to help companies understand the wants and needs of consumers. This helps companies to provide goods and services that consumers will buy. Survey design is important: a well designed and well executed survey can produce interesting and useful results.
You work for a market research organization. Together with a colleague, design a survey to find out the following information about the way people spend their free time.
52
From Business English P:lir Wurk 2 by SIeve Flinders and Simon Sweeney
e p(Onguin
Books
1998 P H 0 ,0 C O P I A 6 L E
Student A
22 CONSU M E R S U RVEY Continued . . .
YOU: •
need to decide ten popular leisure activities as your research base
•
favour a method based on ind icating how often in the past 1 2 months the respondent has participated in a particular activity. So, in the questionnaire, have a line like this: Say how often you have participated in the following leisure activities in the past 12 months.
Then list the ten activities. •
offer a selection of possible answers, such as: never, 0-3 times, 4-6 times, 7-9 times, 10 or more times.
•
favour a question asking about holiday choices as well, as this is a significant leisure indicator.
Together with student B, you must: 1 Agree the ten leisure activities that are your research base. Reach an agreement with him/her on the design of the questionnaire. Here is an example of part of the questionnaire:
2
Say how often you have participated in the following leisure activities in the past 1 2 months. I Fishing
never,
0-3
times,
4-6
times,
7-9 times,
10
or more times.
2 Golf
never,
0-3
times,
4-6
times,
7-9 times,
10
or more times.
3
never,
0-3
times,
4-6
times,
7-9 times,
10
or more times.
Theatre
3 Actually draft the questionnaire. 4 Practise it on each other. 5 Improve it. 6 Use it on other people. STUDENT B WILL START. r
From Business English Pair Work
. 10 Pcn�uin Books 1998 P H 0 T O e 0 P I A E3 L E 2 by SIeve Flindw; ;md Simon S....ccn..:y
53
23 CO NTRACT DIS PUTE (Negotiating; vetoing; measuring and calculating)
Legal contracts are formal documents containing agreements between pat1ies who work together in a business relationship. The language sometimes seems complex to non-specialists, but for law professionals, it is specially designed to make it easy to resolve any problems.
You work for Gayev Polska, a Polish distributor of pumps and accessories. You have a contract to sell products for a Kluivert nv, a Dutch manufacturer. You are not happy with the relationship. Telephone Kluivert to discuss the problem. Here is part of the contract between your two compames: Distribution Agreement This agreement is made and entered into 011 January 15 1 9 .
. by and between Gaycv Polska (Poland) having its
registered office at Warsaw, hereinafter referred to as GAYEV, and Kluivert
I1V,
Zwolle, Netherlands, hereinafter refelTcd (0 as KLUIVERT, on the other side.
having its registered office at
1. Territories and products
Section 1 .0 1 KLUIVERT hereby appoints GAYEV its exclusive distributor in Poland and the Czech Republic, here
inafter referred to as 'the territory'. for the sale of all KLUIVERT presently as well as in the future manufnclured goods such as pumps, screw compressors, compressor packages as well as all accessories and spare parts related thereto. hereinafter referred to as 'the products'.
2. Legal situation of the distributor
Section 2.01 GAYEV will buy and sell the products in its own name and for its own account. It will act as an inde pendent trader as regards both KLUIVERT and its customers.
Section 2.02 KLUIVERT undertakes to sell the products within the territory only to GAYEV Olnd shall not appoint
any other agent or distributor for the products in the territory.
Section 2.03 KLUIVERT undertakes to refer all customers within the territory, who arc enquiring ,tbout the prod ucts, to GAYEY.
Section 2.04 GAYEV is entitled to sell the products in countries outside the territory. The same rights with regard to the territory apply to all KLUTVERT's agents and distributors outside the territory.
3. Prices and conditions of payment
Section 3.01 KLUIVERT shall sell the products 10 GAYEV according to the price list issued by KLUIVERT and applicable 10 all European distributors of the KLUIVERT nv group and being effective at the time of GAYEV's
order, presently according to Schedule D.
Section 3.02 KLUIVERT reserves the right to change its prices by giving written notice of 90 days in advance.
Section 3.03 Payment for the products purchased by GAYEV sh:tll be made 20% in cash on delivery and 80% by
signed draft 90 days after deli very.
Section 3.04 KLUIVERT will buy back unsold stock at 75% of cost within 30 days of cancellation of this agreement.
You want to stop business with Kluivert because: • you have heard Kluivert are exporting products direct to Polish customers • colleagues in Hungary and Sweden say they have bought the products more cheaply than you can - so you think you have been paying too much • Kluivert have not supported you with brochures, advertising material, Stc. YOU: •
want compensation for having paid more than other distributors (art. 3.0 1 )
•
have $20,000 of unsold stock that you want Kluivert to buy back (art. 3.04)
•
want further compensation for lost business in Poland and the Czech Republic - as Kluivert have sold directly to customers (art. 2.02, art. 2.03).
YOU START.
54
From Businc�s English Pair Work 2 by SIC\'C FtindcJ'
1998 P H 0 ,- 0 C O P I A E3 L E
24 CORPO RATE C U LTURE
Student A
(Sequenci ng; judging; expressing your amazement)
The culture of a company is the set of beliefs, values, attitudes and organizational characteristics which make it unique. Some managers and business observers believe that changing the culture of an organization can lead to significant improvements in its business performance.
You and student B woke up this morning to find yourselves in charge of a large international corporation. Unfortunately it is losing a lot of money. You both feel that a major transformation of the culture of the company is needed and so you have fixed a meeting together to discuss this. In preparation for the meeting, you have jotted the following ideas down on a piece of scrap paper. Present them to student B and together agree which ones to implement.
It
1
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sdt,l..aHtSD./:I.Xa-».b.Ukore a,till.WhS
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to taree
layen lfiilJL'i.J:u.litt-:l-trlla b
fh.., fh /. .H. I A .tfwt ��totaes: let ell.'ry0ue fali!.J!lr...Ja!.fJ-At...J:VAn1._1
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STUDENT 8 WILL START. From Business English Pair Work 2 by SIeve Flinders and Simon Sweeney €l l'cnguin Books
1998 P H O I 0 C O P I A B L E
55
Student A
25 CREATIVE T H I N KING (Sequencing; urging; knowing)
Creative thinking is a method companies use to find solutions to problems. For example, companies are always looking for new ways to increase business, either through launching new products and services or by taking existing ideas into new markets. In evety case, original and creative thought is vital. In this activity you will get some practice.
Together with student B, you have decided to create a new magazine. Decide on a promotion strategy for the magazine based on the kind of product it will be, who the target readers will be, what special features it will have. First, decide the following: •
the basic type of magazine (fashionllifestyle, sports, leisure and entertainment, current affairs and pOlitics, food and drink, business, specialist, professional, etc.)
•
typical reader profile
•
frequency: weekly, monthly, etc.
•
cover price
•
the name
•
market coverage: local, regional, national, international
•
sale: subscription, news-stands, public places, etc.
•
special features
•
regular contents
•
writers, guests, journal ists
•
competition: rival magazines, newspapers, other media
•
target advertisers
•
quality: basic, average, high quality (glossy, colour photographs, etc.)
•
design
•
sponsors
•
promotional ideas
•
launch plan.
Then design a promotional presentation for the magazine. Here is a basic outline for a four-part presentation: 1 2 3 4
Type of magazine, title, key characteristics. Market: readers and advertisers. Contents: what is in the magazine, key topics, writers, use of photographs, etc. Marketing plan: how you will launch, advertise and sell the magazine.
With student B, decide which sections you will present and which sections helshe will present. STUDENT B W I LL START. 56
From Business EIl�lish Pair Work 2 by SIc\";,' Flinders and Simon Sweeney €I Penguin Books 1998
P H 0 TO e 0 P I A B L E
Student
26 ETH ICAL MAR KETI NG
A
(Judging; agreeing/disagreeing; vetoing)
Ethical marketing is providing a product or service in a way which considers not only the consumers and the users of the product, but also the general public, the wider needs of society and the environment.
Together with student B, decide on a reasonable ethical position on the 1 5 issues below. Identify specific conditions which you could add to the issues that would make them especially acceptable, or unacceptable. Student B has the same list. Mark each item on a scale from 1-5, where 1 = absolutely acceptable to 5 = absolutely unacceptable. Then together order the entire list from 1-15 according to impor tance, where 1 = the most important. •
marketing toy guns in a country just after a war
•
selling foods high in sugar and salt
•
selling not very effective drugs to treat diseases
•
marketing sweets and sweet snacks to children
•
marketing sweet alcoholic drinks to children
•
marketing cigarettes in poor countries
•
selling for $ 120 shoes made in poor countries by workers paid $1 a shoe
•
creating price wars to force competitors out of the market
•
selling customers expensive insurance that it is 95% certain they won't need
•
offering 'free' credit for 12 months but then hitting customers with very expensive repayment terms
•
using sexual stereotypes to sell products
•
using overtly sexual images to sell products
•
making products with in-built obsolescence (they will soon not' do the job)
•
charging the highest price the consumer will pay for the lowest quality the consumer will accept
•
using violent images to sell products to children.
r
YOU START_
From 13usiness English !';lir Work 2 by SIC\
0 Penguin
Books
[998 P H 0 ,- 0 C O P 1 A £3 L E
57
27 EXECUTIVE R ECRUITMENT
Student A
(Sequencing; agreeing/disagreeing; hesitating)
Executive recruitment concerns attracting the best quality people to the top positions in leading companies. Top managers need a range of skills and experience. They also expect good salaries and plenty of perks. Perks are additional benefits offered to senior executives, such as bonuses, shares, good pensions, top health care insurance, cars, housirig advantages, school fees, etc.
You and student B both work for an executive recruitment agency. You have been asked to select candidates for a new post as Chief Executive of a recently privatized national energy company. You have placed the following advertisement in top national newspapers:
N ati o nal G as Com p any I n c . CHIEF EXECUTNE Top salary with bonllSes and additional benefits Are you a high quality executive with experience i n industry and senior management? Do you have an international profile? Are you ambitious and dedicated to success? If so, write for details to: Executive Recruitment, Mansion Gardens, London
Wei 5DR
To help you choose the best candidates, here are 1 4 statements about the qualities needed in the person chosen for the job advertised above. Together with student B, rank them from most impor· tant to least important. • • • • • • • • • • • • • •
knowledge of the gas industry good contacts with the government ability to get on well with other senior managers ability to get on well with employees understanding the needs of shareholders having a vision of the strategic plan for a major energy company willingness to sack employees to increase efficiency enthusiasm for extremely high salaries for chief executives ability to deal with the press and the television youth, dynamism and energy ability to work 1 6 hours a day 365 days a year enthu siasm for long holidays and short working weeks for top executives enthusiasm for perks for top managers and chief executives, e.g. houses, cars, private jet, etc. a sense that making a profit is the only reason to run a business.
Finally, decide with student B a list of perks that you think the person you recruit should be offered. STUDENT 8 WILL START.
58
From Business English P:!;r Work 2 by SIeve Flinders and Simon Sweeney V Penguin Hooks 1998
P H 0 '- 0 C O P I A e L E
r
28 FORM FILLING
Student A
(Questioning; sequenci ng)
Forms are official documents containing questions and spaces for answers.
You have to take student B's details. Com plete the form below as fully as possible.
Today's date: ...................................................................... Form completed by: ........................................................ Family name:
First name(s): .
Date of birth:
Nationality: ...............
.
..
Place of birth: .................................................................
..
Home address: ............................................ ...................
.
Marital status: ..................... ...............................................
.
Home telephone: ............................................................. .. Home fax: ............................................................................
.
Home e-mail: " Company: ............................................... Work address: ..............................
.
.
. ... ... ... .. . . . . .
.. ..
.
..
.
. . . . ... . . .
. . . . . . . . . ..... . . . .
. . . . . ......... .
Company activity: .........................................................
.
Work telephone: Work
fax: .......................... ............................... ..................
.
Work e-mail: ............... ....................................................... . Job title: .............................................. ........................ .
Started current job on: ..................................................
.
DepartmenrJdivision: Main responsibilities: 2 ................................................................................................................................ .. 3 ................................................................. ............................................................... . 4 ............................................................. .. Previous posts:
Position
Organization
Dates
Institution
Qualifications
Dates
2 3 4 Education: I ....................
..
2 ..................... 3 ..
.
.. .. ... .. .... .. .. .. .. ... .. .. ... ........... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .. .. .. .. ... . . .. .. .. .... .. .... .. .... ................................................. ............................ .
4 ............................. ..................................................................................
.
Languages: ................... ..........................................................................................................................................................
..
Leisure interests:
YOU START. From Busincss Engli�h Pair Work 2 by S!C\'c Flinders ;lUd Simon Sweeney €:I Penguiu Books
1998 P H 0 '- 0 C O P I A f3 L E
59
Student A
29 H O M EWO R KI N G (Liking and preferring; urging; correcti ng)
More and more people work from home. They may be self-employed freelancers with a bedroom converted into an office, or they may be part- or full-time employees of business organizations which find that basing people at home helps reduce costs. There are various other names for homeworkers, including teleworker, telecommuter and remote worker.
You work from home and you enjoy doing so. You are going to discuss the pros and cons of home working with student B who is not so sure.
YOU think: 1
You have more autonomy when you work at home. For example, you can choose your own hours.
2 There is no direct supervision. You don't have a boss breathing down your neck all the time. 3 You feel comfortable working in the environment of your own home. 4 You work more productively and efficiently because there are fewer of the typical interruptions which are always a problem in the workplace.
S
Vou are happy to be away from the gossip and routine of the workplace.
6 Vou save money because you don't have to buy clothes especially for the office; and you save on lunches, too. 7
Vou don't have to go through all the hassle of travelling to work by car or by public transport.
S Vou r employer saves money too through reduced rents and other overheads so it makes the company more profitable.
Give two more points of your own. Convert student B to your view.
VOU START.
,
1';..,.,.", n"�;,,,."� i=n"lidl Pair Work 2 bv SIC\"C Flinders and Simon Swccnc)' () I'enguin Hooks
1998 P H 0 ,.. 0 C O P I A e L E
30 I N DUSTRIAL ESPIONAGE
Student A
(Obliging; permitting; declining/rejecting)
Industrial espionage is where a company illegally obtains secrets from a competitor. This is a serious crime and can be punished with imprisonment or can lead to one company paying another large sums in compensation.
Lee Maasman was a senior production manager in your company, Fedor Inc. He suddenly left the company last year and joined your main competitor, Axam Ltd. Now you are convinced that he took with him not only five junior colleagues from the same department who also left, but also secret plans for a new generation of products. You have a meeting with Axam to try to resolve the problem before you go to court - an expensive option but certainly one you may have to take. In the meeting, make a short presentation outlining your case. Axam will reply to what you say. Then discuss possible solutions or the next step in the dispute. YOU: •
are convinced that Maasman took secret plans because new Axam products contain important features that had been developed by your Research & Development team
•
also think he took important customer information, especially about the South American market, including customer lists and pricing agreements
•
have suddenly lost a lot of South American business
•
want $3bn in compensation
•
want a formal apology to be recorded in the newspapers
•
are prepared to go to court if Axam do not meet your demands
•
may accept a compromise in terms of the compensation figure.
YOU START.
From Business English P:lir
Work 2
by Steve Flinders and Simon Sweeney
© Penguin Books 1998 P H 0 j O e 0 F' I A E3 L E
61
31
Student
I NTERNATIO NAL MAR KETIN G
A
(Greetings and farewells; agreeing/disagreeing; urging)
International marketing is the promotion and sale of goods and services across national frontiers. Large trade blocks with hundreds of millions of potential consumers have opened up huge new markets as trade within and between these blocks offers increasing potential for growth.
I magine you meet student B socially. During an evening together you talk about international marketing. Discuss the advantages and disadvantages of doing business across national frontiers. Below are some advantages and some disadvantages. Student B has a different list. Perhaps you can think of others too. • • •
Discuss student B's suggestions, agreeing and disagreeing - depending on your view. Also, offer to get student B a ill·ink. Talk about what plans you may have for the evening.
ADVANTAGE S OF INTERNATIONAL
DISADVANTAGE S O F
MARKETING
INTERNATIONAL MARKETING
• more customers/consumers
• language barriers
• longer production runs leading to
• cost of setting up sales networks
cost savings
• lower prices
• economies of scale
• higher communication costs
• lower prices
• currency conversion problems
• improves international relations
STUDENT B
62
WILL
START.
From Business English Pair Work
2 by SIC\'C f1indcn and Simon Sweeney «) Penguin
Books
1998 P H 0 '- 0 C O P I A 6 L E
32 J O B SATISFACTION
Student A
(Judging; sequencing; expressing your amazement)
If you have job satisfaction, you are happy in your work. Some job satisfaction is important to most people in employment, although not everyone has it. Which factors contrib ute most to satisfaction at work is a subject of great debate.
You and student B are going to discuss job satisfaction - what it is, how far you have it, and how you get it. To help you in your discussion, you are going to discuss an order of priority for the following factors which can contribute to job satisfaction: i.e. which of them you agree is the most important, the second most important, and so on, down to the least important.
1 Open, two-way communication 2 Realistic performance management 3 The right balance between work and private life 4 Performance-related pay 5 Non-monetary rewards and recognition 6 Portable pension 7 Interesting, challenging work 8 Fair pay 9 Involvement in decision-making 10 Secure employment 11 Opportunities for growth and development
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Think of three more factors. 12 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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YOU START.
From Business English Pair Work
2 by
Steve Flinders and Simon Sweeney C Penguin Books
1998 P H 0 ,. 0 C O P I A 6 L E
63
Student A
33 J U ST-IN-TI M E MANAGE M ENT (Negotiating; obliging; forecasting)
Just-in-time management (JIT) is a system of controlling production and delivery schedules so that goods are finished and are delivered at the moment that they are needed. This eliminates storage costs. Both suppliers and producers benefit from effective JIT management. Contracts often include penalties where scheduling agreements are broken.
Your company, Edil Fabricat S.A. is a manufacturer of prefabricated industl'ial buildings. Your ultra·modern and sophisticated production plant is designed to operate a Just·in·time system of manufacturing and supply. This is an important part of all your contracts with suppliers and with customers. Here is an extract from your contract with student B's company, FDR Auto Ltd.
Section 6: Delivery schedule Article 6.0 I Edil Fabricat will make delivery of the finished build ings on . . . . . . . . . . . . . . . . . . . . . . . . . . . (next Monday). Article 6.02 The buyer will be responsible for· the preparation of the site. Such preparation will be completed on or before the above date so that installation work can begin immediately. Article 6.03 Any delay in delivery will result in a I % reduction on the total invoice for every day that the delivery is delayed. Article 6.04 Any delay in the preparation of the site will result in a I % addition to the invoice for every day that delivery is delayed.
You receive a phone call from student B, who has a problem. Agree a solution. YOU: •
refer to the relevant part of the contract
•
explain how your company is committed to a Just-in-time management system
•
dc' not have much spare storage space
•
explain the extra costs ( up to $1 500 per day) that you have to meet in storing the finished goods, rescheduling installation technicians, etc.
•
do not want to lose future work with FDR Auto
•
cannot afford to store the goods for long without FDR paying the penalty
•
remind student B that the invoice total is $300,000: the penalty would be $3,000 per day
•
can compromise, but need a commitment on when the goods can be delivered
•
would like to renegotiate payment terms, with half the outstanding amount payable now and the rest on delivery instead of 90 days after delivery.
STUDENT B WILL START. 64
From Business English Pair Work
2
by Stcve Flinders :md Simon Sweeney €:I Penguin Books 1998 P
H 0 -r 0 C O P I A B L E
34 MANAG E M E N T DEVELO P M ENT
Student A
(Questioning ; permitting; liking and preferring)
Companies try to improve the quality of their managers in many ways. Some examples are: •
education and training
•
coaching and mentoring
•
job rotation and secondment
•
job enlargement.
These are all forms of management development.
Your company has selected you for three months' training at a top business school. You are going to meet a member of your company's human resources team (student B) in order to discuss the content of your programme. STUDENT B
WILL
START.
From Business English Pair Work 2 by SIC\'C Flinders ;]nd Simon Sweeney
e
Penguin Books
1998 P H 0 "f 0 C O P I A 6 L E
65
35 MANAG I N G AN INVESTM ENT P O RTFOLIO
Student A
(Greetings and farewells; sequencing; u rging)
An investment portfolio is the assortment of shareholdings, funds, deposit accounts and insurances held by an individual or group of individuals in the hope that together they increase in value. If they do add value over time, they will provide improved security and wealth for the investor. Together with student B you have decided to create a joint investment portfolio. In an informal meeting in a restaurant, discuss the best ways to manage your investments. Decide how you will work together and any specific action you will take. Because you are in a restaurant, include comments on the meal, your drinks, the restaurant itself, etc. Agree or disagree with student B's suggestions. Reach compromises where necessary. The important thing is to reach agreement. YOU: • • • • • • • •
want a maximum amount for any single investment think home, pension and insurance must be the first priorities want a reliable broker to buy and sell investments on your behalf want to look at alternative brokers and choose the best one recommend selling anything that shows a fall of 1 0% suggest spreading the initial i nvestment of about $1 0,000 over about ten companies, so about $1 ,000 per company recommend spreading the investments over different industrial sectors suggest a regular meeting - say every first and third Thursday of the month - to study the investments and check progress.
Use the following to outline your final plans.
First priorities
Typical regular
Professional
investment
assistance
Selling strategy
i.
iL
iii.
Initial outlay
Ways to spread risk
Managing the portfolio
i.
ii.
iii.
STUDENT 66
B WILL
START.
From Business English Pair Work
2 by Ste"e Flimlcrs lIud Simon Sweeney Cl Penguin Books 1998 P H 0 ,- 0 C O P I A 6 L E
36 MANAG I N G T H E FUTU R E
Student A
(Forecasting; measuring and calculating; judging)
Most big companies have not lived very long: only a few are more than a hundred years old. Some big companies think a lot about the future. Companies in the oil sector, in particular, try to answer the question of what they will do in a world without oil. Some of them have think-tanks which try to guess what the world will be like in the future. In this way they can define a strategy which will help them survive in conditions quite different from those of today.
You work in the strategic planning unit of a large, successful, mature company. Your job is to assess business conditions ten years from now. A journalist from the company's in-house magazine is going to interview you about your expectations. YOU should think about: •
products
•
markets
•
customers
•
competition
•
prices
•
employees (profiles, training)
•
size
•
growth
•
communications
and more generally: •
the economic environment
•
the political environment
•
how the company will get from here to there.
and finally:
r
STUDENT
B
WILL START.
From l311sines� English Pair Work
2
by Steve rlil1d�rs and Simon Sweeney
CI
Penguin Books
1998 P H 0 -r 0 C O P I A E3 L E
67
37 MAR KET SHARE
Student A
(Sequencing; forecasting; judging)
Market share is the part of a total market that one company controls. For example Kellogg's has had the largest market share in the breakfast cereal market for many years. It is the market leader.
You and student B work in the marketing department of Achilles Sports. You have a meeting to discuss your company's market share in two major areas: sports equipment for schools and for sports centres. Present the information below, on the schools market, to student B. Then helshe will tell you about the market for sports centres. Then discuss ways to improve your market share in both areas and decide on five key action points.
Others 22%
Achilles 1 0%
Klipper
Sasha
14%
21%
Fig. 1. Marhet share {or sale of sports equipment to schools
Notes: 1 Others includes six other companies each with 2-4% market share. 2 Achilles market share has increased from 8% to 10% in one year. 3 Total company annual turnover is $ 1 5m. YOU: • • • • • •
think Achilles should attempt to buy some of the smaller producers and so take control of a large part of the 22% Others sector suggest a cost benefit analysis to identify the advantages of buying smaller competitors suggest sponsoring nationwide sports competitions in schools suggest borrowing $ 1 0 m from the bank know that your turnover for school sports equipment last year was $ 1 0 m think the two sectors (schools and sports centres) should merge their activities.
YOU START.
68
From Business English
Pair Work 2 by Slc\'e
Flindas and Simon Sweeney
0 Penguin
Books
1998 P H 0 '- 0 C O P I A 6 L E
,
38 MICRO-L E N D I N G (Questioning; sequencing; judging)
Micro-lending is the lending of small sums of money to poor people in developing countries. It is proving to be a very effective way of stimulating economic activity in very poor communities. Banks specializing in micro-lending are also becoming more and more numerous in developing countries.
You work for an international agency specializing in giving financial advice to micro-lending institutions. You have been approached by the owner of a small bank (student B) which specializes in micro· lending in a developing country. Helshe needs a capital injection to finance expansion of the expanding business. You would like to have information about the following: • • • • • • • • •
student B's background number of borrowers number of savers profile of clientele minimum sizes of loan provided types of collateral types of financial instrument (e.g. lotteries) the size of the injection being requested what the money would be used for.
YOU are not in a position to make a final decision at this preliminary stage but you listen to what student B has to tell you, then decide whether to reject the request or whether to recommend moving the process on to the next stage. YOU START.
International banks
From Business English Pair Work
� �
Micro-lending institutions
J 1
Local c l ients
2 by Steve Flinders and Simon Sweeney 10 Penguin Books 1998 P H 0 ,. 0 C O P I A e L E
hO
39 N EG OTIATI N G A DEAL
Student A
(Negotiating; vetoing; permitting)
Win/win negotiating involves finding the best possible agreement to the advantage of both sides in a negotiation. In most commercial negotiations, the best results leave everyone feeling happy that a fair deal has been reached, which offers both sides important benefits.
Your company is renovating an old country house and converting it into a new Head Office. As well as the house itself, you need to turn the gardens into a tidy and attractive state. At the moment, the gardens are overgrown and full of rubbish on one side and covered in concrete on the other. You have a budget of $50,000 to spend on renovating the gardens. You have a meeting with a contractor, Willow & Beech Ltd, to discuss what can be done. The picture shows what you would like:
� n ,. ... ,
POND
".
,"
II· "
.
,'"
" .. . .
LAWN AREA
."
.1'. . •·
II' .
It·, .
".
" ,
" " ".
LAWN
1
AREA " , ' "''
'H,
ENTRANCE
70
From l3usincss English Pair Work 2 by SIC\'C Flinders lind Simon Sweeney e Penguin Books
1998 P H 0 '- 0 C O P I A 6 L E
39 N EG OTIATING A DEAL Continued . . .
YOU: •
do not want to tell the contractor how much money you have budgeted
•
want to spend less than $50,000 if possible
•
would like a wood, with deciduous trees (trees that lose their leaves in autumn)
•
want the new gardens to be very attractive to wildlife, with lots of trees
•
would like a pond i n one corner of the gardens
•
need car parking space in front of the house
•
would like a variety of flower beds for bushes and shrubs
•
need the work to be completed inside six weeks
•
need the new trees to be at least three years old when planted
•
would like a large greenhouse and a shed to keep garden tools.
Continue the negotiation until you and student B are both more or less both happy with the agreement reached. STUDENT
B WILL
START.
From Business English Pair Work 2 hy SIeve Flinders and Simon Sweeney
©
Penguin
Books 1998 P H 0 -r 0 C O P I A eo L E
71
Student A
40 N E R D MANAG EM ENT (Telling; agreeing/disagreeing; emphasizing)
'Nerd' is a slang term for someone - often a young white unmarried male - who seems to prefer computers to people. Nerds typically spend hours in front of the computer screen - programming, surfing the Internet or playing computer games - and, as a result, eat poor quality ljunk) food, dress badly and are not very good at communicating with other people. (This activity is based on a real case from a major European company.)
Your company has a problem: its nerds are working too hard. The twenty staff who work in the computer maintenance and development department are becoming more and more unpopular with other staff because: • they do not seem to be interested in anything apart from computers so they don't have any contact with people in other departments • they work very long hoUl's (up to 70 01' 80 hoUl's a week - there are even stories that some of them sleep overnight in their offices): tills is creating problems with the unions; there is also growing management concern about burn·out • when other staff members ask for technical advice, they either do not understand the answers they get from the nerds or are made to feel stupid. You and student B work in a department which uses computers a lot and therefore depends a great deal on the nerds. Your boss has given you the joint responsibility for dealing with the nerd problem. You are to spend 20% of yOUl' time on this project. You have a nerd budget. Note that all previous efforts to socialize the staff of this department have failed. There is also the danger that unhappy nerds will leave the company and join a competitor. However, you have the full support of management to go ahead with whatever policy you think will work. Here are some of your ideas about how to improve the situation: •
In theory, there are strict limits on overtime for employees, agreed with the union. At the moment, the head of the department prefers to pay the fines rather than keep to the rules. You will discuss with the head of the computer department how to keep closer to the rules which the rest of the company fol lows in future.
•
You will ensure that there are always fresh flowers in the computer department's offices.
•
You will form and serve on a committee which undertakes to redecorate and refurbish the department's offices.
•
You will talk frankly to staff members about personal hygiene.
•
You will start an extensive programme of team building whh all staff members which involves partiCipation on an intensive team building course, followed by regular team 'building sessions involving people from this and other departments.
•
You will open subscriptions to several men's fashion magazines for the department.
•
You will open subscriptions to several healthy living magazines for the department.
•
Add your own suggestions.
Compare your ideas with student B's and agree on a strategy for improving the situation. YOU START.
72
Frolll l3u�incss English Pair Work 2 by SIeve Flinders :U1d Simon Sweeney e Penguill
Hooks 1998 P H 0 '- 0 C O P I A 6 L E
41
N EW P R O DU CT (Questioning; forecasting; judging)
Eighty per cent of new products fail. Often the product itself is a good one, but the marketing is a failure. Great creative energy can be wasted if the marketing plan that goes with it is poor. Here you have the opportunity to work on a great product and a great marketing plan.
Together with student B, design a new product for the busy modern man, woman or family. You have to invent a product that everyone (or almost everyone) will want. Then work out a marketing strategy. Here are some ideas to help you. The product
Think of any new household object that will improve people's quality of life (it can be large or small, simple or complex). What is it for? What does it look like? (Draw it) What is it made of? Why is it unique? How does it work? The target consumer
Who will be the typical user(s) of the product? Is it for everyone, or for specialists? Is it an everyday product or is it exclusive? The marketing strategy
How are you going to promote and sell the product? How much money do you need to manufacture, promote and sell the product? Who is going to sponsor the development of the product? How much will it sell for? Where do you plan to sell it? What special after sales support or follow up will there be to establish links with your customers? The future
How will the product develop? What new products will be.'3.dded to the range? Possible problems
Can you think of any possible problems which may prevent your idea from being a fantastic success? STUDENT
B WILL
START.
From Business English Pair
Work 2 by Steve Flinders and 5il1lon SI.\<'cnc), 0 Penguin Books 1998 P H 0 , 0 C O P I A 6 L E
73
Student A
42 P E R FO R MANCE APPRAISAL (Sequencing; judging; regretting)
Appraisal, or assessment as it is sometimes called, is the measurement or evaluation of an employee 's job performance. This often takes the form of an annual appraisal interview between an employee and his or her superior. In some companies, the result of the interview will influence how much the employee is paid: this is called performance-related pay.
You are student B's personnel manager. Employees in yOul' company are invited to self-assess themselves as part of the overall appraisal process. You are going to facilitate this stage in the process for himlher. You both have a copy of the form below which you will now complete together. Student B will either play him/herself and give an assessment of hislher performance in hislher own job in the real world: or he/she will invent a job and a personality and role play the activity. Employee name ............................................................. Review manager ............................................. . Job title
Review period .................................................
.
Department ................................................................... Date ..................................................................
.
. . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Use this sheet to give your rating for each area. Use a separate sheet for notes. Rating scale:
I
Less than acceptable standard
2
Acceptable standard
3
Good standard
4
Very good standard
5
Outstanding standard
During the review period, how do you think you performed in each of the following areas? Discuss your choices with your review manager. Achievement of professional objectives
I
2
3
4
5
Achievement of personal objectives
I
2
3
4
5
Market awareness
I
2
3
4
5
Customer focus
I
2
3
4
5
Quality
I
2
3
4
5
COmmitment
I
2
3
4
5
Planning
I
2
3
4
5
Organization
I
2
3
4
5
Communication
I
2
3
4
5
Leadership
I
2
3
4
5
Initiative
I
2
3
4
5
Team work
I
2
3
4
5
Overall rating of your contribution and performance
I
2
3
4
5
,
Which areas do you think need the most attention following the review period?
YOU START. 74
From Business English Pair Work
2 by Sten� Flinders and Simon Sweeney 0 Penguin Books 1998 P H 0 TO C O P I A eo L E
Student A
43 P E RSONAL P R ESENTATIO N (Sequencing; judging; questioning)
Personal presentations are often an essential part of applying for a job. Together with the curriculum vitae, job applicants may be asked to give a presentation of their individual qualities and the expertise that they would bring to the new position. This might include plans and ideas if offered the job.
You and student B have to make personal presentations as part of applying for a new job - or keep your present job. Look at the following alternatives: • • • •
a job currently advertised in a newspaper or magazine - you have to find an example your present job - think what skills and expertise are necessary for your present job your boss's job - again, think what skills are required a complete fantasy job - think of an exciting position that it would be interesting to apply for.
Work out the details (employer, location, qualifications and experience needed, special responsibilities, salary, etc.), for one of the above positions. Then prepare a short presentation (5-10 minutes) to deliver to student B as part of your job application. YOU: •
have to think of the personal qual ities that the job requires
•
must think about the experience the job requires
•
have to decide what special qualities you have that make you the right person for the job
•
have to plan and organize your presentation effectively
•
divide the presentation i nto three or four parts.
When you are ready, first listen to a similar presentation by student B . As you listen, interrupt twice to ask for repetition or clarification. Evaluate the presentation with a mark from 1 (excellent) to 5 (very bad) in terms of:
organizationl structure
clarity
interest
visual effect
overall effectiveness
I 2 3 4 5
I 2 3 4 5
I 2 3 /r 5
I 2 3 4 5
1 2 3 4 5
After the presentation: • • •
ask two questions give feedback and the results of your evaluation say if helshe gets the job.
STUDENT B WILL START.
From Business English Pair Work 2 by Steve Aindcrs ;md Simon Swccnc), €I Penguin Books
1998 P H 0 . 0 C O P I A 6 L E
7.1
44 P ERSON N E L MANAG EM ENT
Student A
(Sequencing; j udging; agreeing/disagreeing)
The status and role of personnel (or human resources, which is effectively the same thing) management is unsure. In some countries, personnel management hardly exists; and even in the advanced economies, the personnel function can be very different from one company to the next. Some personnel departments are strong, some are weak; in some companies the function is highly centralized, in others it is highly decentralized.
What is the role of the personnel department in your company, or a company you know? What should the role of the personnel department ideally be? Look at the following list of different types of personnel function with student B, who has the same list; and decide: a) which one(s) come(s) closest to what you have at the moment b) which one(s) you would like to have. 1 THE SPECIALIST ADVISER. A semi-legal role: only personnel has the specialist knowledge and expertise in areas like employment law, job evaluation, etc. 2 THE GUAR DIAN OF THE CORPORATE CONSCIENCE. The department's main concern is for fairness and the defence of employee interests against a senior management which is concerned much with efficiency and little with communication. 3 THE INDUSTRIAL R ELATIONS FIREFIGHTER. Dealing with the unions. 4 THE BUSIN ESS MANAGER. Managing human resources in the same way as the Finance Manager manages financial reso:Jrces, i.e. in the most efficient and profitable way possible. S
THE ADMINISTRATOR. Doing the paperwork - on pay, absence, holidays, sick leave, and so on.
G
THE CHANGE AGENT. The main agent for creati ng cultural and organizational change within the company.
7
THE INTERNAL CONSULTANT. Providing support to line managers in the 'people management' aspects of their jobs.
8
THE TRASH CAN. The department does any job it can persuade other managers to give up, and ali the jobs that no one else wants to do.
g
O R you may have another model to propose.
YOU START.
76
From Business English Pair Work
2 by Steve Flinders :md Simon Sweeney 0 Penguin
Boob
1998 P H 0 '- 0 C O P I A e L E
45 P LAN N I N G A M E ETI NG
Student A
(Urging; expressing your amazement; declining/rejecting)
Planning a meeting is concerned with deciding: • • •
the objectives of the meeting who can best contribute to achieving those objectives the physical and logistical organization that is necessary to make sure the meeting is a success.
Together with a senior colleague in a medium-sized manufacturing company, Pryam Ltd., you have to plan a meeting to review company operations. Decide on the steps necessary in planning the meeting. Background information: your company makes electrical components you employ 250 people on two factory sites • • there are 15 senior managers, ten of whom are directors of the company • there are a further 20 non-executive managers •
The graph below shows Pryam sales over the past ten years and compares perfoi-mance with three leading competitors.
,.
--.. .. .. . .. .
- '
...
....-- ' _ .
Peta
.. .. .. .. . .. .. .. ..
- -" - - - - .... - - - - -
- -
- , -/
Seedorf
KLD
- -
YOU: • • • • •
suggest informal discussions with all colleagues at senior mana,'lement level to identify issues that should be on the agenda for the meeting think a top level management inquiry is all that is necessary at this stage - a wider 'meeting would give the impression of a crisis think a weekend away in a top hotel would be the best environment for the meeting suggest an independent consultant should be invited to chair the meeting and make recommendations are prepared to compromise on some or all of the above provided the arguments presented are convincing.
STUDENT 8 WILL START.
From Husincss English
Pair Work 2
by Slcve Flinders and Simon Sweeney Q Penguin Hooks
1998 P H 0 -r0 C O P I A 6 L E
77
Student A
46 PRICING STRATEGY (Judging; measuring and calculating; forecasting)
Fixing a price is a key management decision. If a product is too expensive it does not win enough sales and the company loses money. If a product is too cheap, possible profit is lost.
Discuss pricing strategy with student B. Group the following eleven pricing factors under the foUl" headings in the table.
5
cover costs
move prices up and down
8 keep prices lower than they
depending on economic
should b e
conditions 2
avoid excess profits
6
keep people in jobs
9 keep market share
3
make large profit
7
build up sales
1 0 price below competitors
4
price at or near competition
I I offer special payment terms to help cash flow
INCOME
SALES
COMPETITION
ETHICS
Now look at the situations below. Decide with student B which factors above are the most important in these situations. He/she has a different set of situations.
STUDENT 7R
•
new lUXUry product for an exclusive market
•
too many competitors in a weak market
•
i mmediate financial problems for the company
•
temporary slowdown in the national economy
•
monopoly or near monopoly situation.
B WILL
START.
From Busines� Enclish P:lir Work 2 by SIeve Flinders :lIld Simon Sweeney €:I
Penguin
l1ook� 1998
P H O T0 C O P I A e L E
'
Student A
47 P RIVATIZATION (J udging; hesitating)
Since the British Conservative government began to privatize nationalized industries in the early 19805, the selling of state assets has become popular worldwide, with governments of all political colours keen to reduce the role of the state and to reduce state spending.
You and student B are going to test each other's political reflexes. First of all, dictate to himlher the following terms. He/she should write them down in the space provided on the sheet. 1 2 3 4 5 6
electricity water telecommunications the national airline motorways bus services
7 8 9 10 11 12
pre·schools (0-5 years) universities police pensIOns hospitals banks
Now tell himlher to go through the list quickly: • • • •
If he/she If he/she If he/she If he/she
is for the privatization of the area, he/she should circle YES is against the privatization of the area, he/she should circle NO thinks that a mix of state and private ownership is best, he/she should circle BOTH doesn't know or has no opinion, he/she should circle the question mark: ?
It is important to do the exercise quickly and not to spend too much time thinking about the answer. When student A has finished, it's your turn to do the same using the space below.
YES
NO
BOTH
2
YES
NO
BOTH
3
YES
NO
BOTH
4
YES
NO
BOTH
5
YES
NO
BOTH
6
YES
NO
BOTH
7
YES
NO
BOTH
8
YES
NO
BOTH
9
YES
NO
BOTH
10
YES
NO
BOTH
"
YES
NO
BOTH
12
YES
NO
BOTH
Now you should add up your total of YES, NO, BOTH and ? and compare your totals with student B's. Discuss and compare your individual choices and discuss how far your reactions differ. YOU START.
From Business English I)air Work 2 by Steve Flinders ;U\d Simon Sweeney
IC
Penguin Books 1998
P H 0 '- 0 C O P I A eo L E
79
48 P R O D U CT M ANAG EM ENT
Student A
(Judging; knowin g ; agreeing/disagreeing)
Although product management is primarily a marketing function, it offers the manager the opportunity to contribute in various ways to the development of a new product or service. Product management can involve active participation in most aspects of the development of a new product, including design, financing, production, marketing, sales and human resources.
Your billionaire friend is so impressed with the business ability of you and student B that he has asked you to take responsibility for his latest business venture. He wants you to design, build and promote a hotel for the mega-rich in the location of your choice. You will have a share of the profits from the venture and, of course, a special cut-price rate when you stay in the hotel yourself. You are therefore going to discuss with student B, the hotel's: •
location
•
size
•
facilities and special attractions
•
staffing.
You must also define the general outline of a marketing policy to advertise and promote the new hotel worldwide. You should together prepare a report for your friend. Note that the hotel MUST be profitable within two years of opening. YOU START.
80
From Business English Pair Work 2 by SI('\'C Flinders and Simon Sweeney (l Penguin Books
199M P H 0 ,- 0 C O P I A 6 L E
49 P R OD U CT P R ESENTATION (Sequencing; measuring and calculating; forecasting) •
Multimedia is the term given to information technology products which combine conventional computer hardware and software products with newer technologies. It includes CO ROM for interactive and sound-based communication as well as access to external networks and the Internet.
You and student B work for a multimeilia communications company. You have to plan for a meeting with a potentially important customer - a local university with 50,000 students on seven different campuses. Together with student B, use the information below to make a joint presentation in which you explain the benefits of your products. You have to divide up the information and present approximately half each. Divide the presenta· tion into different parts, for example: • • • • •
introduction (systems available) key benefits to students brief description of each system prIces payment terms.
Prepare and practise the joint presentation together. Suggest ways that each of you can improve your presentation. Repeat it if you like.
PX8000 System:
PC World Top
INTEX Multimedia Buy last year
XT I 0000: 'fastest system on the market' XT8000
Computer World magazine $ 1 1 95
• 8000 processor •
1 6Mb RAM
•
14" monitor
•
1 6 Bit stereo sound. quad speed CD Rom and stereo speakers system
• 64 bit integrated graphics uses I Mb RAM; upgradable to 2 Mb RAM for enhanced picture resolution • upgradability to 200M Hz Pentium • FREE Fax/data/Internet 1 4.4 BAST modem convening PC to Fax machine; full Internet capability • latest quality M icrosoft Windows/Office software for word processing, spreadsheets. drawing and design, desktop publishing, etc.
$ 1 395
XT8000 PLUS Superdrive 4
Same a s above, plus 1 5" monitor, faster 33.6 modem a n d 8 speed CD Rom XT I 0000 PLUS Superdrive
6
$ 1 695
Same as XT8000 plus 1 5" screen, faster 1 0000 processor, 32 Mb RAM, larger hard disk, faster 3 3 . 6 modem. faster 8 speed CD Rom XTI OOOO SA PLUS Superdrive 7
$ 1 895
As XTI OOOO PLUS Superdrive 6 but with midi-tower case and Intel Pentium processor with MMX technology Printer options: WordChief Colour Inkjet ($495) or TRUMPET high quality Laser Printer ($695) 3 ways to pay: I . Pay with order by banker's order for 5% discount, or by credit card. 2. Six months free credit: pay 20% depOSit, then nothing for six months. Pay rest in a single payment. 3. Pay over three years: Pay just 1 0% deposit then pay balance by monthly instalments.
Supplied with ideal applications for student use: Internet access, word processing, graphics, spreadsheets, database architecture. self study packages, library database, guided learning software, research tools, foreign language packages and MORE!!!
STUDENT 8
WILL
START.
From l3usiness English Pair Work 2 by Steve Flinders �nd Simon Sweeney @ Penguin l300ks 1998
P H 0 . 0 C O P I A 1:3 L E
81
Student A
50 P R O M OTIO N (Urging; correcting; forecasting)
Promotion is the range of marketing activities designed to increase consumer awareness of a company and its products and to improve sales performance. Examples are advertising, packaging, trade fairs, in-store displays and competitions.
You are a new employee responsible for marketing in a medium-sized retail bank. You have special responsibility for increasing business with young people. You have a meeting with your branch manager to discuss your ideas. In a meeting with your colleague, find out hislher reaction to the following ideas and try to get support for specific action that you can take. • • • • • •
partnership with local colleges and universities to promote your company to their students partnership with local music shops to offer gift vouchers for buying CDs and tapes sponsorship of arts events such as theatre, concerts, exhibitions sponsorship of sports events such as local athletics, tennis and golf clubs association with schools to promote school events and fundraising opportunities offering special savings accounts to school children and students.
YOU: •
think local initiatives at branch level are the best way to promote the company
•
have experience of promoting products to young people through your previous job (with a clothing retailer)
•
believe Head Office would support your ideas
•
do not think mass television advertising is appropriate for your bank
•
want to prioritize the next steps you can take
•
think the cost of the promotions you are suggesting will produce a big increase in market share - but you are not able to say by how much
•
think detailed market research would be a waste of money.
r
STUDENT
82
B WILL
START.
From Business English Pair Work
2
by SIeve Flindm and Simon Sweeney C Penguin Books
J99B P H O i 0 C O P I A [3 L E
51
QUIZ
Student A
(Questioning; correcting)
You can learn things from a quiz. Ask student B the questions below. Then he/she will ask you some different questions.
The answers are given below. Give student B 10 points for every right answer. The headquarters of the Ford Motor Company are in
1
2 McDonald's has a lot of fast food restaurants around the world. How many?
3 Grand Metropolitan and Guinness merged their operations. When?
a. New York b. Detroit c. Chicago
a . 50,000 b. 16,000 c. 250,000
a. 1980 b. 1992 c. 1 997
4
Which is the world's biggest selling and best-known beer?
a . Budweiser b. Pils c. Heineken a. an aeroplane b. a beer c. a car
5 A 9 1 1 is what?
6
What is the world's fourth largest country by population?
7 What's the name of Singapore's airport? 8 Which country's airline is Viasa Airlines? 9 10
Name the 15 members of the European Union (1997) a. Colombia b. South Korea c. Latvia d. Slovakia
Name the capital city of
1 1 What and where are the following famous places?
YOU START.
a. b. c. d.
The Prado Machu-Picchu K2 The City
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'u!.llsnv ', u!lIl1JOd ;U!udS 'a:Jaa.l!) 'PUIl I;)·'! ')j.mulUaa 'llIoP!JuDI ptll!Un 'Sptl1!j.1alI13N '5.moqlllaxll1 'ulIl!,:91;)9
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From Uusiness English P3ir Work 2 by Sieve Flinders and Simon Sweeney
10 Penguin Books 1998 P H 0 T O e 0 P I A 6 L E
83
52 RECESSION
Student A
(J udging; obliging; forecasting)
A recession is an economic condition affecting a country or an industry where sales, prices and profits fall as demand decreases. The result is a fall in output. Companies affected by recession often lay off employees, so unemployment rises.
You work for a medium-sized manufacturing company that makes high quality and relatively expensive building materials. The company employs 900 people in a city with a population of 50,000. You have a sales and distribution network across several neighbouring countries. Unfortunately, all your main markets are affected by a recession, now in its second year. With a colleague, decide what to do. Make a list of some key actions to take. YOU: •
are absolutely opposed to making workers redundant as you think the recession will pass and you will need them back again soon
•
think redundancy would also be expensive: many of your workers have been with the company a long time and they are protected by employment law
•
also want to protect your excellent reputation locally and to stay loyal to the city where the company is based
•
think that i n an extreme situation, you could accept putting workers on short time working for example a four-day week
•
suggest that for now, production workers transfer to housekeeping jobs such as painting, landscaping and building projects
•
are proud of your reputation for high quality products and do not l i ke the idea of discounting or price cutting
•
think that cutting prices makes it difficult to put them up again.
STUDENT
84
B WILL
START_
From Busmess
Engli�h Pair Work 2 by SIC\\! Rinders and Simon Sweene)' 0 Penguin Books 1998 P H 0 ,. 0 C O P I A 6 L E
53 R E LOCATIO N
Student A
(Negotiating; measuring and calculating; forecasting)
Relocation is moving a factory or company site to another place. The decision to relocate may be taken as a part of a strategic plan to expand the business, to save costs, to increase the profile of the company or to move closer to important markets.
Your company makes sports and leisurewear products. For fifty years you have been based in the home town of the founder and former managing director of the company, Ben King. Now the next generation of the family own the company and it is expanding rapidly. The board of directors is meeting to discuss a proposal to relocate the company to Rotaronga where labour costs are much lower. Discuss the issues involved with another director. Try to reach agreement on what the company should do. YOU: •
know that labour costs i n Rotaronga are 5% of those in your country
•
believe that the relocation will be good news for the people of Rotaronga
•
see a trend in your industry towards relocating to low wage economies
•
think that in four years' time the productivity of the new plant would be ten times higher than the existing plant
•
believe shareholders will support the change
•
believe that global competition makes the move essential
•
expect the existing plant to become less profitable because of rising costs
•
think the sale of the present site would pay for the creation of the new one.
If you reach agreement, prepare a joint presentation of your new position. YOU START.
From l3usincss English Pair Work 2 by SIeve Flindm :lnd Simon Sweeney " Penguin Books
1998 P H 0 '- 0 C O P I A e L E
85
54 R EWAR D
Student A
(Liking and preferring; sequencing; agreeing/disagreeing)
There are many reasons why people work - because they need to, for self-esteem, to achieve personal or professional ambitions, and so on. However, financial and non-financial rewards are, for most people, the most important sources of motivation. A good reward system is an essential feature of any business organization.
Your company is doing well, but the results of employee surveys tell you that your people are not happy with the current system of incentives. You and student B have to find a solution to the current state of demotivation. You are now going to meet together to brainstorm some ideas. Here are some possibilities: Staff parties. Throw a company party once in a while in an exotic location. for example. in a medieval castle. or a major city museum or art gallery.
2
P rizes. For the most creative or innovative team in the company: rewarded by a
3
Profit sharing. In relation to length of service. as a reward for loyalty.
4
Discounts. Offered to employees by local companies advertising in your company's
weekend away/lunch in a foreign capital . . .
magazine.
5
Cheap tickets. For local theatre. ballet. opera and concerts.
6
long service awards. To employees who reach fifteen years of service.
7
Team rewards. For team effort and achievements.
8
Other ideas . . . '
YOU START.
86
From Busines� English Pair Work 2 by StC\C Rinders and Simon S"�l!nc)' 0 Penguin Books 1998 P H O I 0 C O P 1 A 6 L E
55 SAFETY AT WO R K
Student A
(Judging; obliging; correcting)
Safety at work is normally associated with industrial workplaces, where individuals can be at risk from doing dangerous tasks, or working with dangerous equipment or materia ls. But safety at work is often just as important in comfortable offices and even when working from home.
Brainstorm a list of problems or issues concerned with health and safety at work under the six headings below. Then suggest solutions or safety measures for each one.
travel
work at home
office work
industrial environment
chemical/pharmaceutical
agricultural environment
environment
r
Finally, if you could change just two things to make your working day safer, what would you do? STUDENT
B WILL
START.
From Business
English Pair Work 2 by Steve
Rinders
and Simon S\\.:eney e Penguin Books 1998 P H 0 1 0 C O P I A e L E
87
56 S H A R E H O L D ERS' EXPECTATIONS
Student A
(Forecasting; urging; agreeing/disagreeing)
Shareholders ' expectations sometimes conflict with management objectives in large public companies. Shareholders may be used to large and regular dividends, especially if sales are good. Management may have different priorities, concerned with long-term planning. There may be a choice between paying shareholders large dividends or making long-term capital investment.
Your company, Telco, has just published its annual report showing a 10% increase in net profits and a 5% increase in market share. In previous years, Telco has always given shareholders increased dividends following good results. Make a short presentation to Telco senior management about investment priorities and strategic objectives. Ask for a new investment-oriented culture in the company, not a shareholder-oriented approach. Here are two graphs showing sales performance and profits over ten years:
Fig. 1 Sales performance
Fig. 2 Net profits
YOU: •
are actually not so optimistic about the future
•
think two com petitors are major threats in the future.
Fig. 3 compares their sales performance and yours over ten years: Fig. 3 Telco, Abacus and TCC Sales
. --
-'
--
. -...of< • • • • • • - . . . . . . :,.:. . . . . . . . .... . - . . . . . . . . . ..-- .. '" .... .. r _ .. .-
. . . . . . . . Telco . _ . _
_
• • • • • • •
TCC
think dividends to shareholders should be cut by 50% want a massive increase in R & D spending see the market as becoming more global and more competitive think Telco needs a much stronger international profile want an improved sales network and new corporate offices in the USA think that within ten years Telco will be a small company - or will be taken over - u n less the company changes its approach. believe Telco's market share is smaller and rising more slowly than Abacus and TCC.
STUDENT 88
Abacus
B WILL
I
START.
From Business English Pair Work 2 by Stcve Flinders ;lnd Simon Sweeney
D Penguin
Books
1998 P H 0 -r 0 C O P 1 A E3 L E
I
57 SMALL TALK
Student A
(Greetings a n d farewells; hesitating; expressing your amazement)
Small talk is a vital part of doing business. It shows an ability to get on with people. Small talk helps business partners get to know each other. Topics for small talk can come from the immediate environment, the news, or from conversation. The art of small talk is to make conversation about that topic. Use the prompts below to develop small talk. Student B has the same list of prompts. Together, you should develop a conversation of no more than two minutes for the prompts below. See the example. 1 You know that yesterday a private helicopter crashed nearby. A:
You heard about the helicopter crash yesterday? B: Yes, it was very bad. Why did it crash? A: I think it was a mechanical problem ... the radio said it was ... B: But the weather was very bad too ... A: Yes, it was raining ... B: Have you ever been in a helicopter? 2 A local newspaper has reported a rise in tourists visiting the region. 3 A top banker has suddenly left his post to join the competition. 4 A local factory has announced 400 new jobs. 5 Ten people have died in a food poisoning scandal. 6 The heating and air conditioning system has broken down. 7 There are painters and decorators around painting and decorating the place. 8 It has not rained for over three months. 9 There's a wonderful ceramic bowl on the table full of different types of fruit. 10 A hotel hadAo be evacuated in the night because of a fault in the fire alarm. YOU START.
From Business English P;Iir Work
2 by Sieve Flinders :tnd Simon Sweeney iCI Penguin
Books
1998 P H 0 ,- 0 C O P 1 A 13 L E
89
58 SOCIAL ARRANGEM ENTS
Student A
(Greetings and farewells; introducing self and others; questioning)
,
Socializing is an important aspect of many business relationships. Often the ability to get on well with people at a personal level is a significant factor in establishing good business partnerships. Receiving visitors and providing some hospitality is therefore a significant feature of many business meetings.
Student B is going to visit you for a three-day (Wednesday-Friday) business meeting. Telephone himlher to make arrangements for hislher arrival. In addition, offer some social activities during the visit. Find out how much free time he/she will have and what social activities would be attractive. Finally, using your knowledge of your home town or city, suggest some things that you could do together. If student B likes your suggestions, work out a programme of social entertainment and/or tourism for the visit. In addition, consider the following information: YOU: •
can meet your visitor on arrival
•
have to tell your visitor which hotel he/she will be staying in
•
have to discuss business on three mornings, but in the afternoons you are free
•
are not sure if your visitor has any other commitments
•
must be sure that the activities you offer will be appropriate and attractive to your visitor
•
can suggest some other friends or COlleagues who may join you for one or two activities (such as a meal in a restaurant)
•
need to know if your visitor especially likes or disli kes certain foods.
YOU START.
90
From Businc,s Englbh P:Jir Work
2 by StC\'C Flinders and Simon
Sweeney !&l Penguin Books 1998 P
H 0 ,. 0 C O
P
IA6LE
Student A
59 SOCIALIZI NG (Welcoming; greetings and farewells; introducing self)
Socializing is an essential business skill. It is important for successful business relationships. And yet many business people fin d socializing, particularly in a foreign language, more difficult than the more formal aspects of their international work. Part of the problem is vocabulary: you may know the vocabulary you need for your job but not the vocabulary you need for general conversation. Another part of the problem is that you cannot always control or predict what people are going to talk about when they are socializing.
You are going to practise talking in a social context with student B. You are going to talk to each other for five minutes (one of you should be timekeeper) and during the exercise you should cover each of the following subjects: 1 the weather 2 travel and transport 3 cmema Under each heading you must use all of the following words or expressions: The weather
Travel and transport
Cinema
rain
delay
star
sunny
train
horror
minus five
jet lag
d i rector
global warming
luggage
moving
DO NOT tell student B what your tasks are. Student B has different subjects to introduce, and different words and expressions to use, so at the same time, you should be thinking about what they are. At the end of the activity, tell each other which subjects and which words and expressions you think the other had to introduce. See how many you each identify. The ideal result is: •
to successfully introduce all your subjects and all your words and expressions
•
to successfully identify student 8's subjects
•
for neither of you to i dentj�y each other's words and expressions: this means that you introduced them all into the conversation quite naturally and without drawing any particular . attention to them!
STUDENT 8 WILL START.
From Business
En gl ish P
Simon Sweeney @ Penguin Books
1998 P H 0 " 0 C O P I A f3 L E
91
60 TAL KI N G P O LITICS 1
Student A
(Questioning; sequencing; hesitating)
Politics does not have to be a taboo subject. On the contrary, it is one of the most obvious subjects for discussion when you want to get to know someone from another country and to find out more about where they come from. Initially, it is safest to put the emphasis on political institutions rather than on policies; and on asking questions, listening and learning about the politics of other countries, rather than giving your own opinions.
You are going to practise asking questions about the political arrangements in student B's country and giving information about your own country. You are going to take it in turn to ask questions about different aspects of each other's national politics. You will each ask for information in four different areas. Spend three or four minutes replying to student B's enquiries. You want to know about: 1 2 3 4
the main political parties central government and the civil service the Head of State the current government and its policies.
Ask questions like: Political parties • • • •
What are the main political parties? Who are their leaders? What are their main policies? Plus three more of your own questions.
Central government and the civil service • • • •
Is your civil service politically neutral? How are top civil servants appointed? Is central government stronger than local government? Plus three more of your own questions.
The Head of State • • • •
Who How How Plus
is the Head of State? is he/she appointed/elected? much political power does the Head of State have? three more of your own questions.
The current government and its policies • • • •
How long has the current government been in power? What are its main policies? Does the government have the support of most of the people? Plus three more of your own questions.
YOU START.
92
From Business English P:l;r Work 2 by S1eve Flinders and Simon Sweeney e Penguin Books 1998 P H 0 ,.. 0 C O P I A 6 L E
61
Student A
TAL KI N G P OLITICS 2 (Judging; obliging; sequencing)
Once you have established that it is in fact possible to exchange political information usefully and politely (see Talking Politics 1), then you can begin to exchange political ideas as well. But as in all real communication, listening is as important as talking, and talking points should be about learning, not scoring points.
You have a clear set of opinions (see below). You are going to argue i n favour of as many of the following as possible during the time the teacher gives you. You will, of course, give reasons for your Vlews. YOU favour: 1 low taxation
2 a progressive reduction in the role of government
3 as little government interference in business as possible
4 limited state support for the unemployed
5 environmental costs to be treated like any other cost
6 private transport
7 tough sentences for criminals
8
private health care easing the pressure on the state health service.
STUDENT 8 WILL START.
From Business English Pair Work 2 by Steve Aindcrs and Simon Sw,..e ncy e Penguin Books
1998
P H 0 '- 0 C O P I A 6 L E
93
62 TOP B U S I N ESSES
Student A
(Questioning; liking and preferring; forecasting)
What makes a successful business? Is it simply a question of making large profits? Or is it to do with the quality of its products or services? Or its ability to define and follow a long-term strategy? Or is it a mixture of all these things? Certainly, some companies are consistently admired by many managers because of their ability to excel across a range of different areas of business management.
You are going to take it in turns to use the following questionnaire to find out which companies student B most admires. You may wish to ask him/her to give reasons for his/her choices. Using the scale 1-4, (1 = very good, 2 = excellent, 3 = outstanding, 4 = world-beating), ask student B to identify the companies which, in hislher opinion, excel in each of the following areas. He/she can name one, two or three companies per area. When you have completed the questions, add up the points for the most frequently named company to identify the one with the most points student B's all-round top business. Which one, two or three companies do you think excel in each of the following areas?
Company 2
Company 1
Company 3
Quality of products/services Vision Innovation Customer focus Financial m a n a gement Strategy M a rketing r
Environmental awareness People m a n agement
The company which scores highest is: The company which scores second highest is:
YOU START.
94
From Uusiness English P:lir Work 2 by SIeve Ailldc� and Simon S\\ccncy
0
Penguin
Books 1998 P H O "T O C O P I A f:3 L E
Student A
63 TRAI N I N G (J udging; forecasting; emphasizing)
'Training' is teaching people something quite specific, for example skills or knowledge for their work; 'education' is a more general term for the learning process. Education typically takes place in schools, colleges and universities. Companies typically have training rather than education departments.
You are the company's new Human Resources Manager. The Managing Director (student B) is new too. You both believe passionately in the importance of training and you are going to meet for lunch for an initial exchange of ideas. You have jotted down on the back of an envelope some ideas for the shape of the company's training programme in the future. (They don't necessarily form a coherent plan - they are simply a basis for brainstorming.) You are going to discuss them with your MD and agree on a draft set of principles and an action plan. YOU think the company could: Il\IvEST 11\1 MUL.. llME'DIA. C'D-t{OM, - �, vL.dto, ttx.t /l.I\� �r/l.phLu -
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Add two more of your own ideas. STUDENT
B WILL
START.
From Business English Pair Work 2 by S!c\'e Flinders and Simon Sweeney e Penguin Books
1998 P H 0 j O e 0 P I A 6 L E
95
64 TRO U B LESHOOTING
Student A
(Questioning; j udging; sequencing)
A troubleshooter is someone who steps in to solve a problem. A troubleshooting meeting is one where the participants deal with and offer solutions to one or more problems.
You and student B are going to take it in turns to lead a business meeting. In the first part of the meeting, you will present a real business problem which you have faced or which you are facing at the moment. Mter your presentation, student B will probably ask you some questions in order to get a fuller understanding of the situation. You will then discuss the problem together, student B will suggest a possible solution or alternative approach, and finally, you will summarize the meeting and student B's main suggestions. Then you will reverse roles, student B will present a business problem and you will help him or her find an answer to the problem. Possible areas of focus are: •
qual ity
•
customer satisfaction
•
employee morale
•
employee performance
•
poor sales.
YOU START.
96
From Business English
Pair Work 2 by SICI'C Aindcrs and Simon Sweene), D Penguin Books 1998 P H 0 j O e 0 P I A £3 L E
Student A
65 UTOPIA (Forecasting; vetoing; agreeing/disagreeing)
A Utopia is a periect society Social engineering is taking measures which will lead to social change.
It is now well into the twenty-first century and social engineering is easier than it used to be. You and student B, both acknowledged experts in the field, have a grant from the World Council CN. C.) to devise a new political, social and economic system for a small country which until now has been rather badly managed. You are now going to have an initial planning meeting with student B in order to produce a draft development plan. Among other things you are going to decide:
W . C . S O C I A L E N G I N E E R I N G D EV E L O P M E N T P L A N STA G E 1 N O T E PA D
Size of popul ation Gender ba la nc e (% a g e m en/women) Urban/rural population balance Optimal population for c a pital c ity/oth e r major cities/im p o rtant towns Form of government System of economic m a n a gement Main sources of government revenue Main areas of government expenditure Principal industries/services Level of unemployment M a i n features of education system Main features of h ea lth system r
Main features of transport system Foreign policy Defence policy Environment policy
YOU START.
From
Ilusinc.�s
Engli�h flair Work 2 by
$Ie\"c Flilldcl1i nml Simon
Sweene),
Q
Penguin Books t99R
P H 0 '- 0 C O P I A e L E
97
M ate ri a l fo r p h otoco py i n g
1
ICE B R EAKER
Student B
(Introducing self and others; questioning; liking and preferring)
Ice breakers are short activities to help people get to know each other at the beginning of a training course.
Introduce yourself. Say: •
who you are
•
where you work and/or study
•
what you do/what your job is/what you study.
Find out the same from student A. Then ask student A about any of the following. Be sure to ask at least t w o related follow-up questions on the same topic. This will help build up the conversation. •
best ever holiday
•
favourite place
•
typical working day
•
first ever job
•
school and college experience
•
hopes and expectations in work
•
family
•
favourite drink
•
preferred season of the year.
He/she will ask you some questions too. STUDENT A
WILL
START.
From Bu�inl!,)S English Pair Work 2 by S!I!\'e Flinders :md Simon Sweeney
D
Penguin
!looh 1998 P H 0 T O e 0 P I A 6 L E
I 0I
2
ACTIVE LISTE NING
Student B
(Sequencing; hesitating; expressing your amazement) ,
Active listening means listening - really listening - to the person you are talking with; and signalling your support to that person by your expression (for example, smiling), by your body language (nodding your head, eye contact . . . ) and by what you say ('Yes', 'Uh-huh' . . . ) . Research shows that many business people - men in particular - do not listen very much to what other people say.
You are going to discuss a controversial subject with student A. However, the rules of the activity reqUlre you: 1 to take turns speaking and to wait until student A has finished making a point 2 not to interrupt while student A is speaking 3 to summarize what student A has said before you make your own point. The subject you are going to discuss is downsizing. You are against the reduction of staff numbers in companies and student A supports it. You should make the following points during the discussion: you must use each of these arguments in turn. You will need to add your own ideas and give your own examples in support of the main argument each time: 1 Before downsizing, many companies were much more enjoyable, relaxed places to work in 2 People in downsized companies are often very unhappy and insecure 3 Employees in downsized companies are often overworked, do not know their customers because they have too much work and therefore give poor customer serVIce 4 There are fewer layers of management in downsized companies so communication is worse because there is no middle management to manage communication upwards and downwards 5 Downsized companies are less efficient 6 Downsized companies are less profitable because they lose business through inefficiency 7 Now add one or more arguments of your own. YOU START.
102
From Business English Pair Work 2 b y SIeve Flinders and Simon Swccnc)' CI Penguin Books
1998 P H 0 -r 0 C O P I A 6 L E
3
ADVERTISING STANDARDS (Blaming; judging; questioning)
Advertising standards control what manufacturers can say about their products. The Advertising Standards Authority in the UK checks advertising to make sure that it is honest, decent and legal. Consumer protection agencies also work to protect consumers from false claims in advertising and product promotion.
Your company makes skin care and beauty products. You have agreed to a n interview with a tele vision channel about products designed to keep people looking young and healthy. You make a product called Juvenene Gel and have produced the following advertisement. It has appeared in doctors' clinics and in magazines:
StttJe/le/le yet keeps your skin looking young and healthy
YlcdtCeI tmulAleI c?tol'-u at 6tald-t(J t//u:Ic-v ilw.tfh/v .%Cjl.t1 /lollu:oi.tfAUb COlota
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o16t ieltedO/v c//1I/1l0& 'It
makes you look 20 years younger, Grandma'
Ask your doctor or pharmacist for Juvenene Gel.
YOU: • • • • • • • • •
have conducted many internal tests on the product with a high level of success have had many letters from satisfied users all over the country saying that Juvenene Gel reduces wrinkles and stops skin thinning know that doctors have also approved the product and that they are not paid to say so accept that some people develop temporary side effects produce the Gel in a package with advice to stop using it if there is an 'al lergic reaction'. can guarantee that no chemicals are used in the manufacture cannot say what the recipe is - it is a secret - as is the recipe for Coca Cola need to keep calm with the i nterviewer continue to defend your product and your company.
STUDENT A
WILL
START.
F:-orn Business English Pair Work 2 by SIeve Flinders :md Simon Sweeney
V Pengnin Books 1998 P H 0 j O e 0 P I A B L E
I 03
4
AGE I N E M P LOYM ENT
Student B
(Knowing; agreeing/disagreeing; urging)
In many countries, the job market is not kind to older people. When older people lose their jobs, it is often very difficult for them to find others. Ageism is discrimination against older people for no other reason than that they are old.
You and student A have been holding recruitment interviews to find someone to fill a vacant posi tion in your company. You have together shortlisted two candidates who, you agree, both have the potential to do the job well. However, one candidate is thirty years older than the other and you disagree about whether the older or the younger applicant should be appointed. You want to recruit the older candidate because old people: •
have more realistic salary expectations
•
are more respectful of authority
•
have more experience
•
are harder-working
•
are better with customers
•
are more reliable
•
are more mature
•
have lower absence records
•
are better ambassadors for the company.
,
Persuade student A that you are right. YOU START.
1 04
From Business English P:lir Wurk 2 by SIeve Flinders and Simon Sweeney CI Penguin Books
1998 P H 0 '- 0 C O P I A 6 L E
5
ANNUAL R E P O RT (Sequencing; obliging; judgi ng)
A company's annual report provides shareholders with al/ the important details of the company's financial performance for the year including the profit and loss account, balance sheet and cash flow statement. Some annual reports give these details, a short report from the chairman and little else. Others give a great deal of additional information about the company and its operations.
You and student A have the job of designing and producing your company's annual report. So first you must give your company an identity: fill in the details in the box below together.
Company name: . .
Annual turnover: . . . . . . . . .
Company location(s): . . . .
Number of employees:
Main products I services:
Main markets: . .
.
You agree that the report should contain the Chairman's Report, the Financial Report and a Report of Operations. You must now decide which six of the following features to include as well: 1 A company profile (its main activities, markets and places where it operates) 2 The company's history 3 Corporate ambitions (the future strategy and business objectives of the company) 4 The company's values (e.g. its mission statement) 5 Customers (service to customers, customer profiles) 6 Employees (internal communication, training policy and spending, etc.) 7 The company in the community (donations to charities, charitable activities of employees) 8 The company and the environment 9 Profiles of the members of the Board of Directors 10 Report of the remuneration committee on directors' pay 11 The company's policy on diversity (equal opportunities for women and policy on recruitment of members of ethnic minorities, etc.). There is also space for photographs of two of the following: - the Directors - employees
- products/services - customers
Discuss with student B which six items to include and which photographs. YOU START.
From Business English Pair Work 2 by Sieve Flinders and Simon Sweeney 0 Penguin Books 1 998
P H 0 L 0 C O P I A E3 L E
I 05
6
BAN KS , L E N DING AND BOR ROWI N G
Student 8
(Questioning; measuring and calculating; forecasti ng)
Cash flow is movement of money into a company from sales (income) and movement out (expenditure). Problems arise when there is not enough income to cover costs.
You work for Credit Bank International. A small business customer telephones you with a cashflow problem. Find out what the customer wants and get as much information as possible. Find out: •
present borrowing
•
expected income
•
expected expenditure
•
extra borrowing requirement
•
level of confidence about present business
Find out information to complete the following Cashflow forecast: ,
Cashflow forecast (dollars):
Month I opening balance
income
Month 2 expenditure
closing balance
opening balance
income
Month 3 expenditure
opening balance
income
expenditure
closing balance
closing balance
YOU: •
hope the customer has no other borrowing from other sources
•
do not think an extra $5}500 is enough because the customer is budgeting to have no money at all after the three-month period
•
think that a short-term (three-month) loan is expensive unless it is absolutely certain that more lending will not be required at the end of the three-month period
•
think a six-month loan of $1 0,000 would be more sensible
•
need guarantees of work-in-progress, especially after the three-month period
•
need additional security before providing extra lending, e.g. the borrower's house
•
at the end, tell the client to come in to the bank to discuss the matter further and/or fill out the necessary forms.
STUDENT A
I On
WILL
START.
Frol1l l3usincss English Pair Work 2 by StC\"C Flinders and Simon Sweeney CI Penguin Books
1998 P H 0 '- 0 C O P I A 6 L E
B RAND POSITIONING
7
Student B
(Telling; agreeing/disagreeing; urging)
•
Brand positioning is the set of characteristics which makes a product different from other products on the market. Clear positioning helps to make a product attractive to a target group of consumers. With clear positioning, a brand then establishes its identity. This determines what consumers think about a product.
You work for a cosmetics manufacturer. 1 A colleague telephones you with news of a survey on consumer attitudes to your Leaf range of shampoos and conditioners. When student A telephones you: • find out what it is about • say you are extremely busy • ask when he/she wants to come to see you • agree a time, but it is difficult for you, as you have many appointments.
2 Later, in your meeting to discuss the report, try to reach a decision on what to do. YOU: •
think the Leaf range is quite successful with its present brand identity
•
suggest ways to build on the results of the survey to improve Leaf sales
•
suggest an entirely new range to appeal to younger consumers - a new range with a completely different brand identity
•
think you can use almost the same product as the Leaf range, but with different colours, name and packaging
•
suggest a new name for the new range
•
are worried about the cost of a massive advertising campaign
•
think TV advertising is the best way to sell hair care products - but it is also the most expensive
•
think that magazine advertising would be much cheaper.
Discuss ideas with your colleague and decide on a minimum of ten key actions to take. r
STUDENT A WILL START.
From Business English Pair
Work
2 by SI
Ii)
Penguin
Books 1998 P H 0 '- 0 C O P I A £3 L E
I 07
B U DG ET N E GOTIATION
8
Student B
(Questioning; negotiating; measuring and calculating)
Negotiating a budget is the process of reaching agreement on how much money should be spent on a particular project or activity. For example. a marketing manager may look for a certain level of financial support to launch a new product.
You are a government official responsible for National Heritage. You have to agree a budget for the restoration of a historic monument. The government is trying to save money: there is an absolute limit of $ 1 .6m for this project. Do not tell student A what this limit is. Try to get him/her to reduce the costs for the project. First, listen to hislher explanation of the different stages of the project. Ask questions. Then ask for a detailed costs estimate. Ask for clarification where necessary. YOU: •
must remember that you are not an expert in restoration but you have to control government spending
•
think it will not take three years to complete the project ,
•
want a maximum of three managers to run the project
•
think fewer workers could be employed - or for less time
•
thi n k there can be savings in research and study costs
•
insist on lower costs for travel, accommodation and subsistence
•
try to agree a lower budget for the project.
STUDENT A WILL START.
1 08
From
Business
Engl ish Pair Work 2 by SIeve Flinders and Simon Sweeney €I Penguin
Books 1998 P H O T 0 C O P I A 6 L E
9
BUSIN ESS AN ECDOTE
Student B
(Sequencing; emphasizing)
An anecdote is a short story about something which really happened to you or to someone else. Being able to relate anecdotes which are interesting or funny is an important skill and a useful aspect of business socializing.
You and student A are going to tell each other a series of short anecdotes. You will each tell a short anecdote in turn. You should find a natural conversational way to lead on from student A's story into your own story each time. Your anecdotes should tend, if possible, to be about work-related experiences rather than experiences in your private life. Do not spend more than two (or, exceptionally) three minutes maximum on any one anecdote. YOU should talk about: •
the rudest person you've ever met in your business life
•
the worst travel delay you've ever had
•
the best moment in your business career so far
•
the worst service you've ever had.
STUDENT A
WILL
START.
From Business English Pair Work 2 by Steve Flinders and Simon Sweeney
e Penguin
Books
1998 P H 0 .,. 0 C O P I A 6 L E
I 09
1 0 B U S I N ESS ETH ICS
Student B
(Judging; agreeing/disagreeing; vetoing)
Business ethics are concerned with issues of morality in commercial decision making. Ethical questions include the relationship between business and the environment, between companies and their employees, product types, quality, pricing and many other aspects of business.
Together with a colleague, categorize the following commercial practices lIsing a scale from 1-5:
1
=
acceptable in any circumstances
2
=
usually acceptable
3
=
depends on situation
4
=
usually unacceptable
5
=
always unacceptable
Give reasons for your decisions. Note any particular disagreements between you and student A. •
manufacturing and selling arms
•
headhunting key people from rival companies
•
hacking into other companies' computer systems to get key market information
•
employing only young, single school leavers because they are cheap
•
building a new factory in an environmentally sensitive area
•
multinational companies employing cheap labour in poorer countries
•
trading with companies which employ children as cheap labour
•
telling lies in negotiations in order to get a better deal for your side
•
trading in countries where the state routinely and systematically denies basic human rights to non-violent prisoners of conscience
•
using animals to test cosmetics
•
using animals to test drugs for the treatment of chronic i l lnesses in people
•
using rare hardwoods from tropical rain )orests to make luxury furniture
•
using illegal immigrants as cheap labour
•
increasing the salaries of senior managers by 50% in the same year as 20% of the workers are made redundant
•
dropping your prices to force competitors out of the market and building up a dominant market share before increasing prices again
•
fixing your prices with your competitors to keep them artificially high.
,
YOU START.
1 10
From Busincs� Engli,�h P;lir Work 2 by SCeve Flinders and Simon Sweeney © Penguin Books
1998 P H 0 '- 0 C O P I A E3 L E
11
BUSIN ESS G RAMMAR
Student B
(Introducing self and others)
Grammar is the set of language rules for combining words into sentences. Words are classified as being nouns, verbs, adjectives and so on. Some management development consultants advise their clients to think of themselves in terms of action verbs, for example, ACT, LEAD . . . These sometimes appear listed in people's CVs.
You are going to play a business grammar game in three parts with student A. You will need to prepare for the game before you play. First, think of three famous business people who student A will know. If you work in the same field or in the same organization, you can choose someone from the same profession or company. Before you play, write down: 1 six nouns about the first business person 2 six verbs about the second 3 six adjectives about the third. In round one, student A will start by giving you hislher first noun and then getting your first noun from you. Continue until you have all the nouns. You can make a guess about the identity of student A's business person at any time. If you have not guessed correctly by the time you have all six words, then you have to think of three more nouns about the person when you find out who it is. Repeat the sequence for rounds two and three. When you have finished, you can suggest nouns, verbs and adjectives for yourself or for student A. Will you put them into your CV?! STUDENT A
WILL
START.
From Business English Pair Work 2 by $tc"e Rindcrs and Simon Sweeney D Penguin Books 1998
P H 0 ,.. 0 C O P I A 6 L E
I I
I
1 2 B U S I N ESS P H I LOSO PHY
Student B
(Agreeing/disagreeing; permitting; vetoing)
A philosophy is a set of beliefs about the meaning of the universe and of human life. A business philosophy is a system of ideas about the meaning and the role of business - an attempt to give answers to questions like: What is business ? and What is business for?
Discuss these statements with student A. Which do you agree with and which do you disagree with? Business is to make a profit for the company's shareholders. Business is for the benefit of all the company's stakeholders. Busi ness is for the benefit of the whole community. Business destroys communities. Business brings out the worst in people. Busi ness destroys the natural environment. Business is about risk. Business is about challenge.
,
Busi ness is fun. Business is the best possible way to self-fulfilment. Business makes the rich richer and the poor poorer. Business must be regulated by the state. You have to be ruthless to succeed i n business. Now tell student A what your own philosophy of business is. STUDENT A
1 12
WILL
START.
From Business English Pair Work 2 by SIC\'<' Flinders :md Simon Sweeney
0 Penguin Hooks 1998 P H 0 '- 0 C O P I A 6 L E
1 3 B U SI N ESS A N D THE ENVI RONM ENT
Student B
(Sequencing; judging; agreeing/disagreeing)
Businesses, like people, cannot operate without a natural environment - including clean air, clean earth and clean water - to sustain them. And more and more businesses are recognising that helping the environment a) can be good for the company's public image, and b) can help profits.
You and student A work for different companies. You each have an important role in the development of your company's environmental policy. You are going to meet in order to exchange policy ideas. You will first listen to a short presentation of some of the main features of student A's company's policy. You will then make your own presentation of features of your own company's practices. These are as follows: 1 Your company has a written statement on environmental policy which is issued to all employees, main customers, suppliers, etc. 2 You have appointed an environmental consultant who monitors the company's environmental performance and reports to the company's environmental management committee on a regular basis. 3 You organize regular meetings with your own buyers and also with your suppliers to look for ways of reducing the environmental costs of your supply chain. 4 You have a company-wide scheme for the recycling of used paper, glass, metal and batteries. 5 Managers travelling on business inside the country are encouraged, wherever possible, to travel by train rather than by car. 6 The company's heavy goods vehicles have all been fitted with speed limiters so that they consume less fuel. 7 You now use only recycled materials in your packaging. 8
You have launched a training programme in environmental policy which, eventually, all employees will follow.
9 Add two more of your own ide."s. Organize these points under some main headings such as General Policy, Energy, Recycling, Animal Protection, and so on. When you have both finished, discuss which of student A's company's practices could be useful for you to adopt and which you do not think are feasible. STUDENT A
WILL
START.
From Business English Pair Work 2 by SIC\'C Flinders and Simon Sweeney () Penguin Books
19')8 P H 0 -r 0 C O P I A E3 L E
1 13
1 4 B U S I N ESS I N TH E COM M U N ITY
Student 8
(Sequencing; urging; forecasting)
More and more companies recognize that there can be a business advantage in developing a socially responsible image. Businesses which give money or resources to the community also recognize that they have a responsibility not just to their shareholders or to their employees but have a wider responsibility to all the people in the community in which they are based.
You and student A have the job of deciding how your company - a leading national food retailer with supermarkets in every big town in the country - can make a real contribution to the community. You have each shortlisted three projects, each of which costs about the same, but your budget is limited to only two of them. First student A will present his/her three projects, then you should describe in your own words your three projects below, then you should discuss which two to recom mend to your Board. You can choose any two of the six.
TRANSFE RRI N G EXPE RTI S E The company's head office is located near an inner city area where there are many social problems. These prob lems are in part due to a shortage of local talent and expertise - the abler members of the community tend to leave to get jobs elsewhere. You r company has the resources and the ability to provide leadership and dynamism by seconding some of your own managers to roles within the community for limited periods of time. There are two suggestions under this heading: The secondment of three of your best young managers to full-time jobs within local housing o r social welfare organizations for up to two years; 2
The creation of regular contact between a group of your senior managers and local community leaders (head teachers, local authority workers, charity organizers) so that the latter can get free business and management advice from the former.
LOCAL ACTI VI S M This project involves your employees at grass roots level. Local groups of employees would form to discuss amongst themselves how they could best help their own community. Each group would suggest ideas to a committee at head office. If the committee judges that the idea is a good one, then it gives money to the local group to launch the project.
C U STO M ER LOYA LTY The final project is a scheme to give vouchers to customers who spend more than a certain amount during a visit to any of your stores. The customer can give the vouchers to any school and when the school has collected a certain number of vouchers, it can return them to your company and receive in exchange a free computer or some other computer hardware or software product of its choice.
STUDENT A 1 14
WILL
START.
From Business English Pair Work 2 b y SlcI'c Flinders
:tnd Simon Sweeney Cl Penguin Books 1998 P H 0 T O e 0 P I A eo L E
1 5 CAPITAL I NVESTM ENT
Student B
(Measuring and calculating; negotiating; presenting)
Capital investment is spending on fixed assets which will help a company to produce products or seNices. Examples are property, new buildings, machinery and computer hardware.
Your company has made increased profits in the past three years but the production facilities are poor and outdated. Soon your profits will faU rapidly because of increased competition. With student A a colleague - choose from the following list of spending options. The cost (in dollars) is given on the right. Decide on the best way to spend the available budget of $950,000. You cannot have all the options. -
You have both made a separate preliminary study of the probable effects on the company of the different options. You have made some handwritten notes which are under each option. Make a presentation outlining your priorities. 1 Buy land next to present plant and install new equipment Qisk� optiOIl: 50% illCAease ill p�oductiUit� ill iJo� �WAS, but s1o", illCAease t"'o �WAS . ..A �ea!/y suddetl dAop itl pw/yits couW be disastwUS.
$600,000 HI
tRe /yilSt
2 Upgrade existing machinery
$300,000
Good opHotl - cReap "'itR qUick beJle/yits to pwductiuit�.
3 Install new computer hardware and software �es, p,esetlt /yOCi!iHes
OAe
$ 1 00,000
UCA� poo,.
4 Landscape the entire area to improve appearance
$ 100,000
Good iJo' eJ>Ip1o�ees mid iJo' public i'Aoge
5 Build new warehouse to improve storage of raw materials, components and finished products.
$200,000
Good idea os p,eset\t stowge iJoc.i!ities OAe bod.
6 Change to a new state-of-the-art production system that would not need additional land or buildings, or much rebuilding 2xce!!etlt optiOt\: i" \I" ediote!� coillpetitiUe.
7 Rebuild half of existing buildings and install 50% new machinery
$750,000 $500,0.00
Good optiotl but ",ouW ot\/y ocRiwe Ro!/y o/y tRe t\eeessOA� ",odw\izotiotl.
8 Improve office buildings and some administration facilities CVCA� good /yo, i"'IpWUillg wo'kit\g COtlditiotlS: Row ",ucR pwductiuit� betJE /yit?
$200,000
YOU: •
think you need immediate i mprovements in as many areas as possible to increase productivity
•
are happy to be flexible if the arguments are good ones.
YOU START.
From Ilusincss English Pair Work 2 by 51en' Flinders :md Simon Sweeney " Penguin Books
1998
P H 0 10 C O P I A 6 L E
I J5
1 6 CAR E E R ADVICE
Student B
(Sequencing; judging; regretting)
Career advice is information given by specialists to people to help them make choices about which professional direction to take in the future. It is particularly useful for young people while still at school, ' or in higher or further education, but can also be important to people in mid-career especially if they have lost their job or are in danger of losing it. However, it is also important to think about the changing idea of the 'career'. In the past, a business person could have a life-long career within one business organization. Today we do not expect to have only one employer during our lifetime, and more and more people find themselves working as freelancers working for several employers at the same time.
You are just starting out on your business career and you have been assigned to student A's department for training and development. Student A is sixty years old and is coming to the end of a successful career in business during which he/she has seen many changes in the world of busi ness and in the world in general. You are now in discussion about ways in which you can develop your career. YOU would like student A's opinion about: •
how to manage a career in an age of flatter organizations with far fewer promotion prospects
•
the best kind of training you can have for a career in business
•
the most important skills a manager needs
•
which languages to learn
•
what kind of computer skills it is most important to have
•
whether it is important to work abroad, and if so, where and for how long
•
which companies or individuals student A proposes as models to learn from.
STUDENT A WILL START.
,
1 16
From Business English Pair Work 2 by Slcve Flinders and Simon Sweeney 0 Penguin Books
1998 P H 0 '- 0 C O P I A 6 L E
1 7 C O M M U N I CATI N G STYLES
Student B
(Questioning; liking and preferring)
Successful communication is of central importance in international business today but very often communication is difficult because people in different jobs and companies or from other countries, have different ways of looking at the world. People have different styles of communication. This activity encourages the participants to look at their own styles of communication and to find out about each other's. You are going to complete a questionnaire about student A's styles of communication. Using the descriptions below the box, ask him/her how far he/she thinks he/she has e.g. (for number 3) a formal or an informal style of communication and then tick the right box. For example, if student A thinks he/she is very informal, you will tick box 3 or 4 on the informal side; if he/she thinks he/she is a little formal, you will tick box 1 or 2 on the formal side. Encourage him/her to think about examples of how he/she reacts in different situations. Styles of comrrlUnication
(Ask student A:) Where on the scale do you position yourself for each of the following statements? 4
3
2
I
0
I
2
3
4
Sensitive
Safe
Systematic
OrganiC
Formal
Informal
Directive
Participative
Dense language
Simple language
Direct
Indirect
Stressed
Relaxed
Involved
Detached
Statements
1 Sensitive: you prefer to get to know quite quickly about the personal details of people you meet Safe: you prefer not to discuss personal details with people who you have just met 2 Systematic: you prefer a very structured approach to communication Organic: you prefer communication to develop naturally without thinking too much about structure 01' time 3 Formal: you prefer a traditional approach to dress, clothing, language and posture Informal: you prefer a more relaxed, familiar approach to dress, clothing, language and posture 4 Directive: you prefer to take the initiative in communication and have others follow your lead Participative: you prefer to consult, listen and build up a consensus amC'r'1g participants 5 Dense language: you prefer to give information of a specialized kind as efficiently as possible Simple language: you prefer to give information of a specialized kind in as accessible a way·to all listeners as possible 6 Direct: you prefer business com munication to be only about the business in hand Indirect: you prefer, in business communication, to be able to spend time in social conversation and touch on other subjects not directly related to the business in hand 7 Stressed: you prefer to generate energy to indicate the urgency of a situation Relaxed: you prefer to play down the impact of a situation, no matter how urgent 8 Involved: you prefer to show your emotional attachment to the issues under discussion Detached: you prefer to separate your feelings from the issues under discussion The styles of comlllunic:ltion Ilarameters presented in this activity are reproduced with kind permission of the uuthor lind publishers from the video training pack
Commullicating Styles by
Derek Utley, Illiblishcd by York Associates, l l G ?Iicklcgn\e, York YOI lJY, UK, ISBN 0
9-'833362G
When you have both asked each other all the questions, compare and discuss your answers. STUDENT A WILL START. From Ilusiness English Pair Work 2 by S lCI'C Flindcrs and Simon Swecncy
V Pcnguin Books
1998
P H 0 ,.. 0 C O P I A 6 L E
1 17
1 8 C O M P ETENCE DEVELOPM ENT
Student B
(Knowing; forecasting; correcting)
Competence is the ability to do something to an acceptable standard. Competence is normally gained through a combination of knowledge, experience and expertise. In business, competence is something that individuals apply to their work and share with others, for the benefit of the company as a whole. Competence needs to be efficiently exploited. Also, the best companies usually have a strategy for developing the level of competence in their staff.
You are the Human Resources Manager in a fast-growing and successful software company. You are going to meet a marketing team leader (student A) who is responsible for a young sales and marketing representative who has recently joined the company. Student A needs the new recruit to work on the launch of a new software product for the international market. You have put the new recruit through a series of interviews and exercises to assess her need for training and to give you information which will be useful in planning her future career development. You have produced the information below for this person and you are now going to meet the person's imme diate superior (student A) to define a training plan. You need to agree on: •
content of the training programme and priorities - you feel that the company's success is built on the shared values of its employees which comes from strong initial orientation of new employees and that it is important for the new recruit to have plenty of time to learn about the company as well as its products
•
time scale - you think that the main training needs can be achieved i n two months
•
budget - the money comes out of your partner's training budget: you estimate that the costs, including two weeks' intensive language training in the U K, will be about $1 7,000_ Since this is a key appointment, you might be persuaded to offer some financial support to the programme_
Key:
I
Basic level
3 Very good level
2 Good level
4 Outstanding level
Job requires
Incum bent possesses
4
4
Software knowledge
3
4
Product range knowledge
4
3
Product knowledge
4
2
Project management
3
3
Company knowledge
3
I
Customer orientation
3
2
English
4
2
Competence Marketing and sales
Communication
3
3
Approach to change
3
4
Teamwork
2
3
Cultural awareness
4
2
You know that although student A recognizes that long-term competence development is important for all staff, helshe is quite impatient to have the assistant operational and available as soon as possible for the job in hand. With student A, draw up a detailed training programme for the new recruit. YOU START. I J8
From Business English Pair Work 2
by $I<:\,(:
Flinders and Simon Sweeney «) Penguin Books 1998
P H 0 ,.. 0 C O P I A E3 L E
1 9 COM P ETITIV E TENDERING
Student B
(Negotiating; forecasting; obliging)
Competitive tendering is where an individual, a company or a group of companies responds to an announcement asking for offers to do work on a major project. Usually several offers (or tenders, or bids) are received and the contract is given to the offer which looks the best in terms of quality and price.
Your company, Trasmar & Cie, is looking for a contractor to run a container distribution centre in France. You have published the advertisement below. You have either a telephone conversation or a preliminary meeting with a company that is considering making a bid. Decide if this contact is by phone or face to face.
Trasmar & Cie CALL F O R B I D S Trasmar & Cie (the sponsor) invite offers for the operation of a container handling centre at Marne-la-Vallee, France. The container port will be the centre of a European import and export network, linking the sea ports of Calais, Hamburg, La Rochelle, Rotterdam, Genoa, Marseilles, La Rochelle and Bilbao with each other and with major European population centres such as Milan, Paris, the Ruhr Valley and London. Individuals or companies i nterested i n participating in the competition should send for details ro the Projects Control Officer, Trasmar & Cie, Rue des Vieilles Vignes B.P. 80, Croissy-Beaubourg, 77423 Marne-la-Vallee Cedex 2, FRANCE. Tel. ( I ) 36 56 89 65
YOU: •
insist that the contract will be given to only one representative, responsible for all the work
•
accept that the successful bid may involve sub-contracting parts of the project, or be a joint venture from a partnership specially set up for this purpose
•
expect the successful bid to come from a company experienced in transport manager.'Ient, especially road, rail and sea transport
•
want to know what kind of experience this applicant has
•
would like to know more about any potential partners that could be involved
•
have to receive bids within six weeks, in triplicate (three copies), presented in person to Trasmar & Cie
•
have to receive bids written in French and in English
•
promise to post all necessary information
•
insist that the call for bids is genuine.
STUDENT A
WILL
-
in English: find out where you have to send it
START.
From Business English P;lir Work
2
by StC\'c Flinders and Simon Sweeney
© Penguin
Books
1998 P H 0 '- 0 C O P I A (3 L E
1 19
20 C O N F E R EN C E ORGANIZATION
Student B
(Questioning; knowing; hesitating)
A conference is an event attended by a number of people - from a fairly small number in the case of a company sales conference, up to several thousand. A good conference helps people working in the same field to learn about the latest developments and to network with fellow professionals. In an in-company conference, a company can communicate important messages to selected employees nd perhaps reward them through the choice of an interesting or exotic location. A successful conference needs a great deal of careful planning and detailed organization.
You run an agency which specializes in the organization of conferences, senior management seminars and corporate special events. You are about to receive a telephone call from a potential client (student A), who wants to know more about your services. You have some experience of other companies in the same sector. In order to be able to answer some of student A's questions, you need to know about his/her company and the kind of event which needs to be organized. You also need to know: •
the number and profile of participants. Spouses?
•
the kind of location he/she has in mind: place, type of hotel, leisure facilities, etc.
•
duration and dates
•
budget
•
conference facilities: number and size of conference rooms, timetable, coffee breaks, audio-visual/computer/multimedia facilities, etc.
•
food and entertainment.
Note that you do not normally organize travel if the participants are coming from a large number of different locations. You also prefer to leave the organization of guest speakers to the client. STUDENT A WILL START.
1 20
From Business English Pair Work 2 b) Slc\c Flinders lind Simon Sweeney C Penguin Books
1998 P H 0 T O e 0 P I A e L E
!1
Student 8
CONSU M E R MOVEM ENT (Greetings and farewells; judging; agreeing/disagreeing)
rhe consumer movement is a general term for all the ways in which consumers influence companies Ind their decisions. Consumers can affect both marketing decisions and company ethics. rogether with student A, imagine you are having a drink together in the lobby of a hotel. Discuss :he influence of consumers on company decisions. Use the notes below to help build up a di scus ;lOn. YOU: •
basically have a very d ifferent view to student A - you think consumers h ave little i n f l uenc e
•
think every decision a company makes is a commercial decision
•
think businesses are there to make a profit
•
think that companies fix prices, not consumers: for example, clothing a n d fash i o n items, jewellery, perfume, luxury items are often highly over-priced
•
think the media likes us to believe that ethical considerations are i mportant
•
think consumers want to believe that ethical decisions are important, but in fact they are not: for example: - there is a lot of testing products on animals - dumping, e.g. selling bad products in poor markets, is still common - fur coats are still popular - thousands of companies make excessive profits - many companies use cheap labour - in many work places there are no workers' organizations - making products that are built to fall to pieces is still common.
Also, discuss the ways in which companies keep control of consumers: •
advertising
•
power with political and media forces
•
keeping prices high
•
selling products that are bad for people
•
using up the world's resources
•
forcing people to work for a living
•
propaganda/selling a message.
YOU START.
"
";" �""h I QQR
· - - · · .... ..·,�..
P H O '- O C O P I A 6 L E
121
22 CONS U M E R SURVEY
Student B
(Judging; liking and preferring; agreeing/disagreeing)
Consumer surveys are designed to help com{!anies understand the wants and needs of consumers so that they can provide goods and services that consumers will buy. Survey design is important: a well designed and well executed survey can produce interesting and useful results.
•
You work for a market research organization. Together with a colleague, design a survey to find out the following information about the way people spend their free time.
,
122
From Business English Pair Work 2 by Slo,:vc Aindcrs :md Simon Sweene)' 0 Penguin Books
199M P H 0 '- 0 C O P I A B L E
22 CONSU M E R S U RVEY
Student B
Continued . . .
YOU: •
need to decide ten popular leisure activities as your research base
•
would like to include questions on how much money people normally spend on activities they engage in. Include a question like: Say how much you spend in a typical year on particular leisure activities. Offer a choice of answers from Under $10 to a much larger amount.
•
would also like to find out who people spend their leisure time with. Again, offer choices. For example, Choose from work colleagues, other friends, family, etc.
•
would like to include questions on where the respondents live, because this will affect their leisure activities, e.g. city, town, country, etc.
Together with student B, you must: 1 Agree the ten leisure activities that are the base of your research. 2 Reach an agreement with him/her on the design of the questionnaire. Here is an example of part of the questionnaire: Say how much you spend in a typical year on particular leisure activities.
3 4 5 6
I Fishing
$0- 1 0
2 Golf
$0- 1 0
3
$0- 1 0
Theatre
$ / 1-50
$5 / - 1 00
$ 1 0 1 -500
More
$ 1 1-50
$5 1 - 1 00
$ 1 0 1-500
More than
$500
$ 1 1-50
$5 1-100
$ 1 0 1-500
More than
$500
than $500
Actually draft the questionnaire. Practise it on each other. Improve it. Use it on other people.
YOU START.
From Business Englbh Pair Work 2
by SIeve Flintlcrli
nnd SilllOIl Sweeney@ Penguin Books 1998 P H 0 ,.. 0 C O P I A B L E
1 23
23 CONTRACT DISPUTE
Student B
(Negotiating; vetoing; measuring and calculating)
Legal contracts are formal documents containing agreements between parties who work together in a business relationship. The language sometimes seems complex to non-specialists, but for law professionals, it is specially designed to make it easy to resolve any problems.
You are from Kluivert nY, a Dutch manufacturer of pumps, compressors and accessories. You have an agreement with Gayev Polska, a Polish distributor. Gayev Polska telephones you. Here is part of the contract: Distribution Agreement This agreement is made and entered into on Jmluary 15 1 9 .. by and between Gayev Polska (poland) having its registered office at Warsaw, hereinafter referred to as GAYEV, and Kluivcrt nY, having its registered office at Zwolle, Netherlands, hereinafter referred to as KLU IVERT, on the other side. 1. Territories and products Section 1 .0 I KLUIVERT hereby appoints GAYEV its exclusive distributor in Poland and the Czech Republic, here inafter referrcd La as 'the territory', for the sale of all KLUIVERT presently as well as in the future manufactured goods such as pumps, screw compressors. compressor packages as well as all accessories and spare parts related thereto, hereinafter referred to as 'thc products ' . 2 . LCg:'ll situation of the distributor Section 2.01 GAYEV will buy and sell the products in its own name and for its own nccounl. It will act as an inde· pendent trader as regards both KLUIVERT and its customers. Section 2.02 KLUIVERT undertakes to sell the products within the territory only to GAYEV and shall not appoint any other agent or distributor for the products in the territory. Section 2.03 KLUTVERT undcrtakes to refer all customers within the territory, who are enquiring about the prod UCIS, to GAYEV. Section 2.04 GAYEV is entitled to sell the products ill cOllntries outside the territory. The same rights with regard to the territory apply to all KLUIVERT's agents and distributors olltside the territory. 3. Prices :md conditions of payment Section 3.0 I KLUTVERT shall sell the products to GAYEV according to the price list issued by KLUlVERT and applicable to all European distributors of the KLUIVERT nv group and being effective al the time of GAYEV's order. presently according to Schedule D. Section 3.02 KLUIVERT reser\'cs the right to change its prices by giving written notice of 90 days in advnnce. Section 3.03 Payment for the products purchased by GAYEV shall be made 20% in cash on delivery and 80% by signed draft 90 days after delivery. Section 3.04 KLUIVERT will buy back unsold stock at 75% of cost within 30 days of cancellation of this agreement. .
Your company wants to continue to work with Gayev. YOU: •
have not exported directly to Polish or Czech customers, but other agents may have sold goods to tho.>e countries (see art. 2,04 in the contract).
•
do sell goods to other agents at· discounted prices because of very big orders
•
can offer discounts of up to 1 0% to Gayev if they increase their orders
•
do not feel any contractual obl igation to send publicity materials (art. 2.01)
•
want a new working relationship - this could include more sales support
•
do not want to pay any compensation relating to past activities, but you can offer a better deal for the future
•
can offer to visit Gayev if things are going badly on the telephone
•
would like to set up a new and better working relationship with Gayev.
STUDENT A 1 24
WILL
START,
From Business English Pair Work 2 by SlCI'C Flimtcr,; :md Simon Sweeney © Penguin
Booh 199!) P H O T 0 C O P I A 6 L E
•
24 CORPO RATE C U LTURE
Student B
(Sequencing; judging; expressing your amazement)
The culture of a company is the set of beliefs, values, attitudes and organizational characteristics which make it unique. Some managers and business observers believe that changing the culture of an organization can lead to significant improvements in its business performance.
You and student A woke up this morning to find yourselves in charge of a large international corporation. Unfortunately it is losing a lot of money. You both feel that a major transformation of the culture of the company is needed and so you have fixed a meeting together to discuss this. In preparation for the meeting, you have jotted the following ideas down on a piece of scrap paper. Present them to student A and together agree which ones to implement.
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YOU START. From Business English Pair Work
2 b)' StC\'C
Flinders and Simon Sweeney " Pengnin Books
1998 P H O T 0 C O P I A B L. E
125
25 CR EATIVE THINKING
Student B
(Sequencing; urging; knowing)
Creative thinking is a method companies use to find solutions to problems. For example, companies are always looking for new ways to increase business, either through launching new products and services or by taking existing ideas into new markets. In evelJl case, original and creative thought is vital. In this activity you will get some practice.
Together with student A, you have decided to create a new magazine. Decide on a promotion strategy for the magazine based on the kind of product it will be, who the target readers will be, what special features it will have. First, decide the following: •
the basic type of magazine (fashion/lifestyle, sports, leisure and entertainment, current affairs and politics, food and drink, business, specialist, professional, etc.)
•
typical reader profile
•
frequency: weekly, monthly, etc.
•
cover price
•
the name
•
market coverage: local, regional, national, international
•
sale: subscription, news-stands, public places, etc.
•
special features
•
regular contents
•
writers, guests, journalists
•
competition: rival magazines, newspapers, other media
•
target advertisers
•
quality: basic, average, high quality (glossy, colour photographs, etc.)
•
design
•
sponsors
•
promotional ideas
•
launch plan.
,
Then design a promotional presentation for the magazine. Here is a basic outline for a four-part presentation: 1 Type of magazine, title, key characteristics. 2 Market: readers and advertisers 3 Contents: what is in the magazine, key topics, writers, use of photographs, etc. 4 Marketing plan: how you will launch, advertise and sell the magazine.
With student A, decide which sections you will present and which sections helshe will present. YOU START. 1 26
From Businc.�s English Pair WOlk 2 by SIeve Flinders :md Simon Sweeney " Penguin l3ook� 1998
P H 0 '- 0 C O P I A 6 L E
26 ETH ICAL MAR KETI NG
Student B
(J udging; agreeing/disagreeing; vetoing)
Ethical marketing is providing a product or service in a way which considers not only the consumers and the users of the product, but also the general public, the wider needs of society and the environment.
Together with student A, decide on a reasonable ethical position on the 1 5 issues below. Identify specific conditions which you could add to the issues that would make them especially acceptable, or unacceptable. Student A has the same list. Mark each item on a scale from 1-5, where 1 = absolutely acceptable to 5 = absolutely unacceptable. Then together order the entire list from 1-15 according to impor tance, where 1 = the most important.
•
marketing toy guns in a country just after a war
•
selling foods high in sugar and salt
•
selling not very effective drugs to treat diseases
•
marketing sweets and sweet snacks to children
•
marketing sweet alcoholic drinks to children
•
marketing cigarettes in poor countries
•
selling for $120 shoes made in poor countries by workers paid $ 1 a shoe
•
creating price wars to force competitors out of the market
•
selling customers expensive insurance that it is 95% certain they won't need
•
offering 'free' credit for 12 months but then hitting customers with very expensive repayment terms
•
using sexual stereotypes to sell products
•
using overtly sexual images to sell products
•
making products with in-built obsolescence (they will soon not do the job)
•
charging the highest price the consumer will pay for the lowest quality the consumer will accept
•
using violent images to sell products to children
STUDENT A
WILL
START.
From Business English Pair Work
2 by SIeve Flinders :md Simon
Sweeney @ Penguin Books
[998 P H 0 ,.. 0 C O P I A 6 L E
127
27 EXECUTIVE RECRUITMENT
Student B
(Sequencing; agreeing/disagreeing; hesitating)
Executive recruitment concerns attracting the best quality people to the top positions in leading companies. Top managers need a range of skills and experience. They also expect good salaries and plenty of perks. Perks are additional benefits offered to senior executives, such as bonuses, shares, good pensions, top health care insurance, cars, housing advantages, school fees, etc.
You and student A both work for an executive recruitment agency. You have been asked to select candidates for a new post as Chief Executive of a recently privatized national energy company. YOl have placed the following advertisement in top national newspapers:
N ati onal Gas Com p an y I n c . CHIEF EXECUTIVE Top salmy with bO/luses and additional benefits Are you a high qualiry executive with experience in industry and senior management? Do yo u have an international profile? Are you ambitious and dedicated to success? If so, write for details to: Executive Recruitment, Mansion Gardens, London
Wei 5DR
To help you choose the best candidates, here are 14 statements about the qualities needed in the person chosen for the job advertised above. Together with student A, rank them from most important to least important. • • • • • • • • • • • • • •
knowledge of the gas industry good contacts with the government ability to get on well with other senior managers ability to get on well with employees understanding the needs of shareholders having a vision of the strategic plan for a major energy company willingness to sack employees to increal'-J efficiency ' enthusiasm for extremely high salaries for chief executives ability to deal with the press and the television youth, dynamism and energy ability to work 1 6 hours a day 365 days a year enthusiasm for long holidays and short working weeks for top executives enthusiasm for perks for top managers and chief executives, e.g. houses, cars, private jet, etc. a sense that making a profit is the only reason to run a business.
Finally, decide with student A a list of perks that you think the person you recruit should be offered. YOU START.
1 28
From l3usi"�ss English Pair Work
2 by 5[1.'\'1.' Flinders and Simon Sweeney CI Penguin
Ilooks
1998 P H 0 -r 0 C O P I A e L E
28 FORM FILLING
Student 8
(Questioning; sequencing)
Forms are official documents containing questions and spaces for answers.
You have to take student A's details. Complete the form below as fully as possible.
Today's date: ....... ........................................ ....................
.
Form completed by: ........................................................
.
First name(s): .......................................................................
Family name:
Date of birth: ............................................... .................... Nationality: ........................................................ Place of birth: ................. .............................. ................. Home address: ...............
.
..
Marital status: ..................................................................... Home telephone: .............................................................
.
Home fax: ........... ... .......... .. ................
.
.
..
. .
, ..... .... .... ..... ... ....
Home e-mail: ......................................................................
.
Company: ......................................................
......... Company activity: .............................................................
..
Work address:
.
................. Work telephone: Work fax: ..........................................................................
..
Work e-mail: ......................................................................
..
Job title: ........................................................... ................. Departmentldivision: .................................
..
Started current job on: ..................................................
.
.
Main responsibilities: 2 ......... .......................................................................................................................
..
3 ................................................................................................................................
..
4 . . . .................. . . . . . . .................................................................... .. .. .. .. ....... ... "
Previous posts: I ............
Position
Organization
.
..
.
"
........
Dates
..
2 ...............................
..
3 ............. .................. ................... ........................ ................... ..... . . . . ...................................................................................
..
4
. . . . . . . . .......................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ................................................................................................................... .
Education:
Institution
Qualifications
Dates
r :. ..................................................
2 3 4 Languages: .......... .. ................
.
Leisure interests: ...................
.
STUDENT A
WILL
START.
from Bu�iTh!SS ET1gJi�h P:liT Work 2 by Stevc FliT1dc� :md Simon $WCCllCY 0 Penguin Books 1998 P H 0 T O e 0 P
IA6LE
1 29
29 H O M EW O R KI NG
Student B
(Liking and preferring; urging; correcting)
More and more people work from home. They may be self-employed freelancers with a bedroom converted into an office, or they may be part- or full-time employees of business organizations which find that basing people at home helps reduce costs. There are various other names for home workers, including teleworker, telecommuter and remote worker.
You are going to discuss the pros and cons of homeworking with student A who works from home. You, on the other hand, have worked at home a little and did not enjoy it: you prefer to work in an office. YOU think: 1
Working at home is lonely. You miss the company and the stimulation of colleagues.
2
You also feel claustrophobic when you are at home all day. You miss the city centre and the chance to go out at lunchtime.
3 You also feel isolated from what is going on in the company. You feel marginalized and out of touch. You have less influence over decisions. You miss the gossip.
4 The result of working flexible hours at home is that you always feel you are 'on call'. Because you sometimes work in the evening, people call you in the evening about work. You have no privacy.
5 You r 'office' at home is not as comfortable and well-equipped as the offices at work.
6
You have to do a lot of reporting - filling in boring forms and so o n - to prove that you've done what you're supposed to have done.
7
There are too many distractions at home - children who need attention, odd jobs to do: it's difficult to find the self-discipline to resist them.
S You're not sure about the insu rance and legal position for people working from home.
I
Give two more points of your own.
I STUDENT A
WILL
START.
f
r
E E E E E E· E E 1 30
From B usin�ss English Pair \\'ork
2 bv SIC\'� Flin(h�.... :mfl c.;j"'/ln
,WP"""U oIi"I P.·...·,,; ..
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, ""...
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•
-
•
.
�
30 I N DUSTRIAL ESPIONAGE
Student B
(Obliging; permitting; declining/rejecting)
Industrial espionage is where a company illegally obtains secrets from a competitor. This is a serious crime and can be punished with imprisonment or can lead to one company paying another large sums in compensation.
Last year your company, Axam Ltd, recruited Lee Maasman as Chief Executive of Production. He came to Axam from your main competitor, Fedor Inc. Some of his former colleagues have also come to work for Axam. Your company is doing very well and has produced a new range of products. You now have a meeting with Fedor Inc., who are very unhappy about Mr Maasman's move. Listen to what Fedor have to say, then make a short presentation in response. In your presentation, explain the following: Axam's market position •
Axam is in a much stronger market position
•
It is becoming the dominant player in the industry
•
It is expanding rapidly in South America and i n other markets
Recruitment •
naturally people like to work for a strong, progressive company
•
your company pays much higher salaries
•
Mr Maasman has a much better position
•
his five colleagues also have better salaries
In the discussion that follows YOU: •
reject the accusations
•
want to know the evidence for these accusations
•
refuse to pay any compensation
•
might consider a small sum (say $50,000 to keep Fodor quiet - they would have to sign an . agreement not to bring any action against Axam)
•
can promise to talk to M r Maasman - but you think he will laugh about it
•
accept that he did bring expertise and knowledge, but no documents or information on computer disks
•
think similarities between your products and Fodor plans are a coincidence
•
think Fodor are angry because they have lost top people and market share
•
are prepared to sue Fodor for libel if they make these accusations public.
r
STUDENT A WILL START.
From Business English Pair Work 2 by SIeve Flinders :and Simon Sweeney
€I Penguin Books 1998 P H 0 T o e 0 P I A eo L E
131
31
I NTERNATIONAL MAR KETI NG
Student B
(Greetings and farewells; agreeing/disagreeing; urging)
International marketing is the promotion and sale of goods and services across national frontiers. Large trade blocks with hundreds of millions of potential consumers have opened up huge new markets as trade within and between these blocks offers increasing potential for growth.
Imagine you meet student A socially. During an evening together you talk about international marketing. Discuss the advantages and disadvantages of doing business across national frontiers. Below are some advantages and some disadvantages. Student A has a different list. Perhaps you can think of others too. • • •
Discuss student A's suggestions, agreeing and disagreeing - depending on your view. Suggest you go out tomorrow evening as well. Invite himlher to have a meal with you.
ADVANTAGES OF I NTERNATIONAL
DISADVANTAG ES O F
MARKETING
I NTERNATIONAL MARKETING
• more interesting, better career possibilities
• more competition
• opportunities to set up trans-national
• need for more market research - higher
partnerships, joint ventures, etc. • easier to recruit top people • better quality products • helps economic growth, jobs
costs • less personal producer/customer
relationship • increased administration and bureaucracy • more training needed
YOU
1 32
START.
From Business Eliglish Pair Work 2 by Steve Flinders and Simon Sweeney " Penguin Books
,
1998 P H 0 '- 0 C O P I A [3 L E
32 J O B SATIS FACTIO N (J udging; sequencing; expressing your amazement)
If you have job satisfaction, you are happy in your work. Some job satisfaction is important to most people in employment, although not everyone has it. Which factors contribute most to satisfaction at work is a subject of great debate.
You and student A are going to discuss job satisfaction - what it is, how far you have it, and how you get it. To help you in your discussion, you are going to discuss an order of priority for the following factors which can contribute to job satisfaction: i.e. which of them you agree is the most important, the second most important, and so on, down to the least important.
1 Open, two-way communication 2 Realistic performance management 3 The right balance between work and private life 4 Performance-related pay 5 Non-monetary rewards and recognition 6 Portable pension 7 Interesting, challenging work 8 Fair pay 9 Involvement in decision-making
1 0 Secure employment 1 1 Opportunities for growth and development
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Think of three more factors. 12 13 14
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STUDENT A WILL START.
From Business English Pair Work 2 by Steve Flinders ami Simon Sweeney Q Penguin Books 1998 P H 0 -r 0 C O P I A '" L E
133
33 J U ST�I N-TI M E MANAG E M ENT
Student B
(Negotiating; obliging; forecasting)
Just-in-time management (JIT) is a system of controlling production and delivery schedules so. that goods are finished and are delivered at the moment that they are needed. This eliminates storage costs. Both suppliers and producers benefit from effective JIT management. Contracts often include penalties where scheduling agreements are broken.
Your company, FDR Auto Ltd, has asked Edil Fabricat S.A. to supply you with a range of prefabricated industrial buildings. Unfortunately, because of internal problems, you are not ready to receive the buildings on the agreed date. The site preparation has not been completed. Ideally, you need another two weeks. Telephone EF to explain the problem. Try to reach an agreement on what to do. Here is an extract from your contract with Edil Fabricat:
Section 6: Delivery schedule Article 6.0 I Edil Fabricat will make delivery of the finished bUildings on . . . . . . . .
.
. . . . . . . . . . . . . . . . . . (next Mondoy). Article 6.02 The buyer will be responsible for the preparation of the site. Such preparation will be completed on or before the above date so that installation work can begin immediately. Article 6.03 Any d e lay in delivery will result in a I % reduction on the total invoice for every day that the delivery is delayed. Article 6.04 Any delay in the preparation of the site will result in a I % addition to the invoice for every day that delivery is delayed.
YOU: •
explain that you need about two weeks to prepare the site
•
may be able to reduce this by up to 3 days by employing outside contractors
•
would like EF to store the buildi ngs until you are ready
•
agreed a total invoice with EF for $300,000
•
accept that under the contract you are liable to pay 1 4 x $3000
•
cannot afford this much - it would be a disaster for you and your company
•
may contract E F to d o more work for you in the future as you are building a new plant in another city next year
•
need a compromise, perhaps based on paying part of the invoice early and not 90 days after delivery as agreed.
=
$42,000
YOU START. 1 34
From Business Ellgli.�h I\tir Work 2 by S1eve Flinders ami Simon Sweeney
10 Penguin
1I11{)k.�
r
1998 P H 0 '- 0 C O P I A 6 L E
1_
34 MANAG E M E NT D EVELOPM ENT
Student B
(Questioning; permitting; liking and preferring)
Companies try to improve the quality of their managers in many ways. Some examples are: •
education and training
•
coaching and mentoring
•
job rotation and secondment
•
job enlargement.
These are all forms of management development.
You work in human resources. Your company has selected student A for three months' training at a top business school. You are going to talk to him/her about the content of the three-month training programme. You know that the company considers student A to be a mature employee who can make his/her own decisions about the COlU'se. Your job is to go through the options on your checklist below and find out which ones student A would most like to do. Although you should go through the whole list, note that the final choice is limited to three modules. He/she must give convincing reasons for hisfher preferences. The course modules are: 1 General management 2 3 4 5 6 7
Finance Accountancy Sales and marketing Manufacturing technology LT. for the modern manager Supply chain management
8 Project management 9 Quality 10 Customer focus 11 Leadership 12 Team building 13 Creativity 14 Business ethics and the environment
15 Business
YOU START.
From Business English P'lir Work 2
by
Sieve Flindcr-$ and Simon Sweeney €:l Penguin Books 1998
P H 0 TO C O P I A B L E
1 1 <:;
35 MANAGI N G AN INVESTM E NT P O RTFO LIO
Student B
(Greetings and farewells; sequencing; u rgi ng)
An investment portfolio is the assortment of shareholdings, funds, deposit accounts and insurances held by an individual or group of individuals in the hope that together they increase in value. If they do add value over time, they will provide improved security and wealth for the investor.
Together with student A you have decided to create a joint investment portfolio. In an informal meeting in a restaurant, discuss the best ways to manage your investments. Decide on the basic rules for your activity and decide any specific action you will take. Because you are in a restaurant, include c·o mments on the meal, your drinks, the restaurant itself, etc. Agree or disagree with student A's suggestions. Reach compromises where necessary. The important thing is to reach agreement. YOU: • • • • •
want to spread the risk over several different investments, preferring many small i nvestments to a few large ones suggest starting with an initial investment of about $6,000 recommend selling any investment showing growth of 20% recommend having your investments in different countries and continents suggest regular reading of the financial press and investment magazines.
Use the following to outline your final plans.
First priorities
Typical regular
Professional
investment
assiscance
Selling strategy
i.
ii.
iii.
Initial outlay
Ways to spread risk
Managing the portfolio
i.
.
ii.
iii.
YOU START.
1 36
From Ilusincss Engli�h Pair Work
2
by Stcvt: Flinders ami Simon Sweeney
4) Penguin Books 191}K P H 0 ,. 0 C O P I A e L E
36 MANAG I N G TH E FUTU R E
Student 8
(Forecasti ng; measuring and calculating; judging)
Most big companies have not lived very long: only a few are more than a hundred years old. Some big companies think a lot about the future. Companies in the oil sector, in particular, try to answer the question of what they will do in a world without oil. Some of them have think-tanks which try to guess what the world will be like in the future. In this way they can define a strategy which will help them survive in conditions quite different from those of today.
You are a journalist with the in-house magazine of a large, successful, matm'e company. You are going to interview a member of the company's strategic planning unit (student A) about hisfher assessment of business conditions ten years from now.
YOU are going to ask about: •
products
•
markets
•
customers
•
competition
•
prices
•
employees (profiles, training)
•
size
•
growth
•
communications
and more generally: •
the economic environment
•
the political environment
•
how the company will get from here to there.
and finally:
YOU START.
From Business English P:lir Work 2 by
Sh:\·c
Flimlcr'
:l1\d Simon Sweeney Q Penguin Books 1998 P H 0 T O C O P I A 6 L E
I �7
37 MAR KET SHARE
Student B
(Sequencing; forecasting; judging)
Market share is the part of a total market that one company controls. For example Kellogg's has had the largest market share in the breakfast cereal market for many years. It is the market leader.
You and student A work in the marketing department of Achilles Sports. You have a meeting to discuss your company's market share in two major areas: sports equipment for schools and for sports centres. Listen to student A telling you about the market for schools. Then you present the information below, about the sports centres market. Then discuss ways to improve your market share in both areas and decide on five key action points.
Others l O%
Frede 41%
Klipper 24% Sasha 1 5% Fi.g. 1. Mar/;et share for sale of sports equipment to sports centres
Notes: 1 Others includes three other companies with 3-4% market share. 2 Achilles market share has been 10% for the past three years. 3 Total company annual turnover is $ 15m. YOU: (:) think Achilles should attempt to form a partnership with Sasha to create a major force to challenge Frodo • think the cost of buying the smaller companies would be too high, as they only have a small market share • do not think sponsoring nationwide sports competitions is effective except for large companies like Frodo (or Achilles and Sasha combined) • know that you are already borrowing $5m from the bank and do not think you can borrow more (except together with Sasha) • know that your turnover for sports centre equipment last year was $4m • think the two sectors (schools and sports centres) should stay separate as each market needs highly focused marketing. STUDENT A WILL START. 1 38
From Business English Pair Work
2
hy StC\'C Flinders and Simon Sweeney 0 Penguin Books
1998 P H 0 i 0 C O P I A 6 L E
38 M ICRO-LEN D I N G
Student B
(Questioning; sequencing; judging)
Micro-lending is the lending of small sums of money to poor people in developing countries. It is proving to be a vel)! effective way of stimulating economic activity in vel)! poor communities. Banks specializing in micro-lending are also becoming more and more numerous in developing countries.
You are the founder and owner of a bank which specializes in micro-lending i n a developing country. You want money to finance your continuing expansion and you are now going to have a preliminary meeting with the representative of an international agency specialising in giving financial advice to micro-lending institutions (student A). He/she will ask you about yourself and your work before deciding whether to recommend moving your request for a loan to the next stage in the process. You can use the information below plus information that you may yourself wish to add in order to achieve your objective of persuading student A of the credibility of your operation. You and your husband/wife were originally very poor yourselves but you now own a bank. You first of all managed to save a small amount of money and then built up your capital by making short-term loans with daily repayment schedules to people you knew and whom you visited every day by bicycle. You immediately re-Ient the capital. You still use the same basic methods except that now you have employees who visit your borrowers and savers in the same way, serving as mobile branches. Your bank is financially sustainable, you know your markets very well, you pay careful attention to your customers (there are very few defaults) and you keep costs to a minimum. About half of your clients work in the urban informal sector. The other half live in villages. 84% of your loans go to women. In the cities, you often lend to self-employed people - tailors, taxi-drivers, shoe-shiners, street sellers of various kinds who use their tiny loans to expand their own businesses. Many of your rural loans are used to finance housing construction or development of safe drinlGng water and sanitation. Loans start at $80. The average size of loan is $ 140. You issue loans from $ 100 to 'solidarity groups' - groups of people who take joint responsibility for the repayment. You accept unusual forms of collateral, for example family jewellery. You also accept deposits with average savings now at $260 per account. You have adopted a number of financial instruments which you feel are appropriate to your customers, for example a lottery. All holders of deposits over a certain size receive free tickets for the draws which take place four times a year: the prizes are popular things like a motorcycle or a car and help to attract more borrowers, as well as giving you an opportunity to educate more people in basic banking practices. You currently reach about 65,000 borrowers and aim to reach another 30,000 borrowers in the ."ext five years. Your current assets amount to $28m. You would like a loan of $ lOm to finance this expansion. STUDENT A WILL START.
From Busines� English Pair Work 2 by SIeve Aind...rs and 5illlon Sweene}' () Penguin Books 1998 P H 0 ,-0 C O P I A 13 L E
1 39
39 N EGOTIAT I N G A DEAL
Student B
(Negotiating; vetoing; permitting)
Win/win negotiating involves finding the best possible agreement to the advantage of both sides in a negotiation. In most commercial negotiations, the best results leave everyone feeling happy that a fair deal has been reached, which offers both sides important benefits.
Your company, Willow & Beech Ltd, are specialists in landscape gardening. You have been asked to renovate the gardens of an old country house which is being converted into a company Head Office. Here is a plan showing what you can do, together with some prices and specific notes.
.
,... ..
" "
." ,'"
,0 . .. jUl ••_
LAWN AREA
'" \I' .
II" '
".
."
,'HI.·
LAWN AREA "" ".,
'H,
ENTRANCE
140
From Business English Pair Work 2 by Sieve Aindcrs and Simon Sweeney () Penguin Books 1998 P H 0 '- 0 C O P I A 6 L E
39 N EG OTIATI N G A DEAL Continued . . .
PRICE ESTIMATES: Clearance and site preparation (1 week)
$ 15,000
New top soil
$8,000
50 three- and four-year-old deciduous trees for wood:
$5,000
50 other similar trees
$5,000
Large pond preparation
$5,000
Small pond preparation
$3,000
Stream with pump driving water between ponds
$5,000
Shrubs, bushes
$ 1 ,000
Large heated/air conditioned greenhouse with electricity
$4,000
Garden shed (for tools, etc)
$3,000
Workshop with electricity, heating/air conditioning
$8,000
Labour costs: twenty man weeks (two men for 10 weeks)
$20,000
TOTAL
$82,000
YOU: •
may need to explain that th ree-year-old trees are not very big
•
see the ponds as essential to attracting wildlife
•
can offer some flexibility on prices
•
need 1 0 weeks to do the work
•
think a workshop will be essential for a garden of this size
•
can offer a 1 0% reduction if these terms are accepted: 25% on signature of contract 25% half way through completion 50% on completion of work
•
accept that the terms are negotiable.
Continue the negotiation until you and student A are both more or less happy with the agreement reached. YOU START_
From Business English Pair Work 2 by S!C\'C Flinders :UH.I Simon Sweeney 0 Penguin Books 1998 P H 0 ,. 0 C O P I A e L E
141
40 N E R D MANAG E M ENT
Student 8
(Telling; agreei ng/disagreeing; emphasizing)
'Nerd' is a slang term for someone - often a young white unmarried male - who seems to prefer computers to people. Nerds typically spend hours in front of the computer screen - programming, surfing the Intemet or playing computer games - and, as a result, eat poor quality ljunk) food, dress badly and are not very good at communicating with other people. (This activity is based on a real case from a major European company.)
Your company has a problem: its nerds are working too hard. The twenty staff who work in the computer maintenance and development department are becoming more and more unpopular with other staff because: • they do not seem to be interested in anything apart from computers so have no social contact with anyone in other departments • they work very long hours (up to 70 or 80 hours a week - there are even stories that some of them sleep overnight in their offices): this is creating problems with the unions; there is also growing management concern about burn·out • when other staff members ask for technical advice, they either do not understand the answers they get from the nerds or are made to feel stupid. You and student A work in a department which uses computers a lot and therefore depends a great deal on the nerds. Your boss has given you the joint responsibility for dealing with the nerd problem. You are to spend 20% of your time on this project. You have a nerd budget. Note that all previous efforts to socialize the staff of this department have failed. There is also the danger that unhappy nerds will leave the company and join a competitor. However, you have the full support of management to go ahead with whatever policy you think will work. Here are some of your ideas about how to improve the situation: •
You will take all the nerds away every six months for a weekend in an attractive location, where you will mix company briefings with relaxation activities.
•
You will use part of your budget to buy the staff new clothes and take them shopping to men's clothing stores.
•
You will create a new compu lsory weekly session when everyone meets for a beer every Friday afternoon.
•
You will take the whole department out for a meal once a month: attendance will be compulsory.
•
You wi:, introduce a daily aerobics class at 9 o'clock every weekday morning.
•
You will send all staff menibers on communications training courses which involve practising telephoning and meetings skills with audio and video feedback.
•
You will organize general knowledge quiz evenings with staff once a month - questions on computers will be banned.
•
Add your own suggestions.
Compare your ideas with student A's and agree on a strategy for improving the situation. STUDENT A WILL START.
142
From Bu.�ines� English
P:liT Work 2 by Stcve
Flinders :lJld Simon Sweeney
© Penguin
Books
1998 P H 0 ,-0 C O P I A B L E
,
41
N EW P R O D UCT
Student B
(Questioning; forecasting; j udging)
Eighty per cent of new products fail. Often the product itself is a good one, but the marketing is a failure. Great creative energy can be wasted if the marketing plan that goes with it is poor. Here you have the opportunity to work on a great product and a great marketing plan.
Together with student A, design a new product for the busy modern man, woman or family. You have to invent a product that everyone (almost everyone) will want. Then work out a marketing strategy. Here are some ideas to help you. The product
Think of any new household object that will improve people's quality of life (it can be large or small, simple or complex). What is it for? What does it look like? (Draw it) What is it made of? Why is it unique? How does it work? The target consumer
Who will be the typical user(s) of the product? Is it for everyone, or for specialists? Is it an everyday product or is it exclusive? The marketing strategy
How are you going to promote and sell the product? How much money do you need to manufacture, promote and sell the product? Who is going to sponsor the development of the product? How much will it sell for? Where do you plan to sell it? What special after sales support or follow up will there be to establish links with your customers? The future
How will the product develop? What new products will be added to the range? Possible problems
Can you think of any possible problems which may prevent your idea from being a most fantastic success? YOU START.
From Business English Pair Work 2
by
Steve Flinders and Simon Sweeney 0 Penguin Books
1998 P H 0 '- 0 C O P I A e L E
143
42 P E R FO R MANCE AP PRAISAL
Student B
(Sequencing; judging; regretting)
Appraisal, or assessment as it is sometimes called, is the measurement or evaluation of an employee's job performance. This often takes the form of an annual appraisal interview between an employee and his or her superior. In some companies, the result of the interview will influence how much the employee is paid: this is called performance-related pay. Student A is the personnel manager of the company where you work. All employees are invited to self.assess themselves as part of the overall appraisal process. Your personnel manager is there fore going to go through this stage in the process with you. You both have a copy of the form below which you will now complete together. You can either play yourself and give your assessment of your performance in your own job in the real world: or, if you prefer, you can invent a job and a personality for yourself and role play the activity.
Employee name ........................................... . . ..... . . . .... . . Review manager . .. . .... ...... ...... . .. . . . . .. . . . ....... .. ... .
Job title ......................................................... .
..
.
.
. ... . . .
.
.
......
Review period . . . .. . .... . ..... . .. .. ..
.
...
.. . . . ..... . . . . .... .
.
..
..
. . . . . .. ... .. ....... . ... . . . .. ............ . ...... ... .. ..... . .. ...
Department ................................................. . ........ .. .... Date ,
.
.
.
.
.
.
Use this sheet to give your rating for ea ch area. Use a separate sheet for notes. Less than acceptable standard
Rating scale: 2
Acceptable standard
3
Good standard
4
Very good standard
5
Outstanding standard
During the review period, how do you think you performed in each of the following areas? Discuss your choices with your review m anager. Achievement of professional objectives
I
2
3
4
5
Achievement of personal objectives
I
2
3
4
5
Market awareness
I
2
3
4
5
Customer focus
I
2
3
4
5
Quality
I
2
3
4
5
I
2
3
4
5
Planning
I
2
3
4
5
Organization
I
2
3
4
5
Communication
1
2
3
4
5
Leadership
I
2
3
4
5
Initiative
I
2
3
4
5
Team work
I
2
3
4
5
Overall rating of your contribution and performance
I
2
3
4
5
Commitment
,..
Which areas do you think need the mos t attention following the review period? -
STUDENT A WILL START. 1 44
From nusino!"� En£li�h P;lir \Vorl..
2 by Slc\,e Flinders and Simon Sweeney C Penguin
Booh
1998 P H 0 -r 0 C O P I A B L E
43 P ERSONAL P R ESENTATION (Sequencing; judging; questioning)
Personal presentations are often an essential part of applying for a job. Together with the curriculum vitae, job applicants may be asked to give a presentation of their individual qualities and the expertise that they would bring to the new position. This might include plans and ideas if offered the job. You and student A have to make personal presentations as part of applying for a new job - or keep your present job. Look at the following alternatives: • a job currently advertised in a newspaper or magazine - you have to find an example • your present job - think what skills and expertise are necessary for your present job • your boss's job - again, think what skills are required • a complete fantasy job - think of an exciting position that it would be interesting to apply for. Work out the details (employer, location, qualifications and experience needed, special responsibilities, salary, etc.), for one of the above positions. Then prepare a short presentation (5-10 minutes) to deliver to student A as part of your job application. YOU: •
have to think of the personal qual ities that the job requi res
•
must think about the experience the job requires
•
have to decide what special qualities you have that make you the right person for the job
•
have to plan and organize your presentation effectively
•
divide the presentation into three or four parts.
W11en you are ready, make your presentation to student A. He/she will decide if you get the job. Then listen to student A's presentation. As you listen, interrupt twice to ask for repetition or clarification. Evaluate the presentation with a mark from 1 (excellent) to 5 (very bad) in terms of:
organization/ structure
clarity
interest
visual effect
overall effectiveness
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
After the presentation: • • •
ask two questions give feedback and the results of your evaluation say if he/she gets the job.
YOU START.
From Businc.�s English Pair
Wurk 2
by Steve Flinders and Simon Sweeney
©
Penguin
Books 1998 P H 0 ,-0 C O P I A eo L E
145
44 P ERSON N E L MANAGEM ENT
Student B
(Sequencing; j udging; agreeing/disagreeing)
The status and role of personnel (or human resources, which is effectively the same thing) management is unsure. In some countries, personnel management hardly exists; and even in the advanced economies, the personnel function can be very different from one company to the next. Some personnel departments are strong, some are weak; in some companies the function is highly centralized, in others it is highly decentralized.
What is the role of the personnel department in your company, or a company you know? What should the role of the personnel department ideally be? Look at the following list of different types of personnel function with student A, who has the same list; and decide: a) which one(s) come(s) closest to what you have at the moment b) which one(s) you would like to have. 1 THE SPECIALIST ADVISER. A semi-legal role: only personnel has the specialist knowledge and expertise in areas like employment law, job evaluation, etc. 2 THE GUARDIAN O F THE CORPORATE CONSCIENCE. The department's main concern is for fairness and the defence of employee i nterests against a senior management which is concerned much with efficiency and little with communication. 3 THE INDUSTRIAL RELATIONS FIREFIGHTER. Dealing with the unions. 4 THE BUSINESS MANAGER. Managing human resources in the same way as the Finance Manager manages financial resources, i.e. in the most efficient and profitable way possible. S
THE ADMINISTRATOR. Doing the paperwork - on pay, absence, holidays, sick leave, and so on.
6 THE CHANGE AGENT. The main agent for creating cultural and organizational change within the company. 7 THE INTERNAL CONSULTANT. Providing support to line managers in the 'people management' aspects of their jobs. 8
THE TRASH CAN. The department does any job it can persuade other managers to give up, and all the jobs that no one else wants to do.
g
O R you may have ano�her model to propose.
STUDENT A WILL START.
146
From Ilusincss English Pair Work 2 by SIeve F l inders and Simon Sweeney C Penguin Books 1998 P H 0 T O e 0 P I A 6 L E
,
45 P LAN N I N G A M E ETING
Sludeflt B
(Urging; expressing your amazement; declining/rejecting)
Planning a meeting is concerned with deciding: • • •
the objectives of the meeting who can best contrib ute to achieving those objectives the physical and logistical organization that is necessary to make sure the meeting is a success.
Together with a senior colleague in a medium-sized manufacturing company, Pryam Ltd, you have to plan a meeting to review company operations. Decide on the steps necessary in planning the meeting. Background information: • your company makes electrical components • you employ 250 people on two factory sites • there are 15 senior managers, ten of whom are directors of the company • there are a further 20 non-executive managers The graph below shows sales over the past ten years and compares performance of Pryam and three leading competitors.
"
.
. . .
..
.
.
. .
.-
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,..
.
- - -
-- . . �- ... �--:- " ...
-
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.
_ .
-
. .
_ .
- - -
_ .
Seedorf
-"
Peta
- --
Pryam .
.
.
-. -
.
KLD
- -
YOU: • • • • • • • • • •
think the graph shows that Pryam is in serious danger of losing its market position, leaving just two companies suggest widest possible consultation at all levels from top level management to workers to identify issues that should be on the agenda for the meeting r think emplCiyees' representatives should be included in the meeting recommend that small comm iUees be set up in d ifferent departments to make recommendations think all employees should receive a letter saying what is happening and why expect the planning procedure, including the meeting of comm ittees, to take at least six weeks think the eventual meeting should be on company premises think that employees who attend the meeting should be paid to do so want a preliminary report to senior management with a plan of action and a timetable leading up to the eventual meeting are prepared to compromise on some or all of the above provided the arguments presented are convincing.
YOU START. Fmlll Business English flair Work 2 by Slcve Flinders and Simun Sweeney
(!:J Penguin nooks 1998 P H 0 '" 0 C O P I A B L E
147
46 P R I C I N G STRATEGY
Student B
(J udging; measuring and calculating; forecasting)
Fixing a price is a key management decision. If a product is too expensive it does not win enough sales and the company loses money. If a product is too cheap, possible profit is lost.
Discuss pricing strategy with student A. Group the following eleven pricing factors under the four headings in the table.
5
cover costs
move prices up and down depending on economic
8 keep prices lower than they should b e
conditions 2
avoid excess profits
6
keep people in jobs
9 keep market share
3
make large profit
7
build up sales
1 0 price below competitors
4
price at or near competition
I I offer special payment terms to help cash flow
INCOME
SALES
COMPETITION
ETHICS
Now look at the situations below. Decide with studen-: A which factors above are the most important in fixing prices in these situations. Helshe has a different set cf situations. •
market leader negotiating major government contract
•
big increase i n costs for materials, components, etc.
•
expanding market
•
improving company reputation for qual ity, reliabil ity, service and value
•
the company has recently been privatized.
YOU START. 148
From Business English P:lir Work 2 b y SIeve Flinders and Simon
Sweeney ©
Penguin Books
1998 P H 0 1 0 C O P I A E3 L E
47 PRIVATIZATION
Student B
(J udging; hesitating)
Since the British Conservative government began to privatize nationalized industries in the early 1980s, the selling of state assets has become popular worldwide, with governments of all political colours keen to reduce the role of the state and to reduce state spending.
You and student A are going to test each other's political reflexes. First of all, write down the twelve terms which he/she dictates to you in the space numbered 1-12 below.
YES
NO
BOTH
2
YES
NO
BOTH
3
YES
NO
BOTH
4
YES
NO
BOTH
5
YES
NO
BOTH
6
YES
NO
BOTH
7
YES
NO
BOTH
8
YES
NO
BOTH
9
YES
NO
BOTH
10
YES
NO
BOTH
I I
YES
NO
BOTH
12
YES
NO
BOTH
Now go through the list quickly: • • • •
If you If you If you If you
are for the privatization of the area circle YES are against the privatization of the area, circle NO think that a mix of state and private ownership is the best answer, circle BOTH don't know or have no opinion, circle the question mark: ?
It is important to do the exercise quickly and not to spend too much time thinking about the answer. When you have finished, it's your turn to dictate the terms below to student A: oil, gas and p6 ':"'01 nuclear power mail railways 5 road transport 6 coach services
1 2 3 4
7 8 9 10
iron and steel schools prisons armed services 11 doctors . . 12 Insurance companIes
When student A has also circled YES, NO, BOTH or ? for each term, both of you add up your total of 'yes', 'no', 'both' and '?' and compare your totals with each other. Discuss and compare your indi vidual choices and discuss how far your reactions differ. STUDENT A
WILL
START.
From Business English
Pair Work 2
by StC\'C FlindcrlO and Simon Sweeney
4)
Penguin Books
1998 P H 0 .. 0 C O P I A 6 L E
149
48 P RO D U CT M ANAG EM ENT
Student B
(J udging; knowing; agreeing/disagreeing)
Although product management is primarily a marketing function, it offers the manager the opportunity to contribute in various ways to the development of a new product or service. Product management can involve active participation in most aspects of the development of a new product, including design, financing, production, marketing, sales and human resources.
Your billionaire friend is so impressed with the business ability of you and student A that he has asked you to take responsibility for his latest business venture. He wants you to design, build and promote a hotel for the mega·rich in the location of your choice. You will have a share of the profits from the venture and, of course, a special cut· price rate when you stay in the hotel yourself. You are therefore going to discuss with student A, the hotel's: •
location
•
size
•
facilities and special attractions
•
staffing.
You must also define the general outline of a marketing policy to advertise and promote the new hotel worldwide. You should together prepare a report for your friend. Note that the hotel MUST be profitable within two years of opening. STUDENT A WILL START.
r
1 50
From Businc1iS English P;lir Work 2 by Stcve,: Flintkrs and Simon Sweeney
e Penguin
Books
1998 P H 0 ,. 0 C O P I A E3 L E
49 P RO DU CT P R ESENTATION
Student B
(Sequencing; measuring and calculating; forecasting)
Multimedia is the term given to information technology products which combine conventional computer hardware and software products with newer technologies. It includes CD Rom for interactive and sound-based communication as well as access to external networks and the Internet.
Your and student A work for a multi-media communications company. You have to plan for a meeting with a possibly very important customer - a local university with 50,000 students on seven different campuses. Together with student A, use the information below to make a joint presentation in which you explain the benefits of your products. You have to divide up the information and present approximately half each. Divide the presentation into different parts, for example: • • • • •
introduction (systems available) key benefits to students brief description of each system prIces payment terms.
Prepare and practise the joint presentation together. Suggest ways that each of you can improve your presentation. Repeat it if you like.
PX8000 System:
PC World Top
INTEX Multimedia Buy last year
XT I 0000: 'fastest system on the market'
Computer World magazine $ 1 1 95
XT8000 • 8000 processor •
1 6M b RAM
•
1 4" monitor
•
1 6 Bit stereo sound, quad speed CD Rom and stereo speakers system
• 64 bit integrated graphics uses I Mb RAM; upgradable to 2 Mb RAM for enhanced picture resolution • upgradability to 200MHz Pentium • FREE Fax/data/Internet 1 4.4 BAST modem converting PC to fax machine; full Internet capability • latest quality Microsoft Windows/Office software for word processing. spreadsheets. drawing and design. desktop publishing. etc.
XT8000 PLUS Superdrive 4
$ 1 395
Same as above. plus I S" monitor. faster 33.6 modem and 8 speed CD Rom
XT I 0000 PLUS Superdrive 6
$ 1 695
Same as XTBOOO plus IS" screen. faster 1 0000 processor. 32 Mb RAM. larger hard disk. faster 33.6 modem. ,.... faster 8 speed CD Rom
XT I 0000 SA PLUS Superdrive 7
$ 1 895
As XT I 0000 PLUS Superdrive 6 but with midi·tower case and Intel Pentium processor with MMX technology Printer options: WordChief Colour Inkjet ($495) or TRUMPET high quality Laser Printer ($695) 3 ways to pay: I . Pay with order by banker's order for 5% discount. or by credit card. 2. Six months free credit pay 20% deposit. then nothing for six months. Pay rest in a single payment. 3. Pay over three years: Pay just 1 0% deposit then pay balance by monthly instalments.
Supplied with ideal applications for student use: Internet access. word processing. graphics. spreadsheets. database architecture, self study packages. library database. guided learning software, research tools. foreign language packages and MORE!!!
YOU START.
From l3u�;I1I.·ss English
Pair Work
2 by
SCe\'e Flinders and Simon Sweeney
0 Penguin Books 1998 P H 0 '- 0 C O P I A 6 L E
151
50 P R O M OTION
Student B
(Urging; correcting; forecasting)
Promotion is the range of marketing activities designed to increase consumer awareness of a company ' and its products and to improve sales performance. Examples are advertising, packaging, trade fairs, in-store displays and competitions.
You are a local branch manager of a medium-sized retail bank. You have a meeting with a new e mployee who is responsible for marketing. He/she is working on ways to increase business with young people. You have a meeting to discuss ideas. In the meeting, find out your new colleague's suggestions. Agree or disagree and make alternative suggestions. Together decide what to do next. YOU: •
think your larger competitors already dominate the local colleges and universities
•
are worried about the costs of free offers to young people
•
think sponsorship of local arts and sports events could be a good idea
•
suggest youth groups in general
•
think schools themselves might not like to create commercial links with a banking and finance company
•
know that many schools already run savings schemes for their pupils
•
suggest that market research is needed
•
think Head Office should be responsible for marketing initiatives
•
think national television advertising is the best way to increase business with young people this is a Head Office responsibility
•
want your colleague to produce a report for Head Office outlining suggestions.
YOU START.
1 52
Frolll
Business English Pair Work
2 by
Slcve Flinders and Simun Sweeney
e> Penguin Books 1998 P H 0 ,- 0 C O P I A 6 L E
51
QUIZ
Student B
(Questioning; correcting)
You can learn things from a quiz. Student A will ask you some questions. Then you ask the questions below.
The answers are given below. Give student A 10 points for every right answer. 1
The headquarters of Levi Strauss, the jeans company, is in
2
Microsoft profits in 1994-5 were
a. New York b . San Francisco c. Pittsburgh a. $ 1 . 45 billion b. $9.6 billion c. $0.75 billion
3 The biro pen was invented by a Hungarian, Laszlo Biro, in
a. 1928 b . 1943 c. 1 9 6 1
4 Who owns Jaguar?
a. Ford b. Rolls Royce c. British Aerospace
5
The telecommunications giant Nokia is
a. Swedish b. Japanese c. Finnish
6
What is the population of the European Union at the end of the millennium?
7 What is the name of Amsterdam's airport? 8 Where is the Head Office of Cathay Pacific? 9
What do the following acronyms stand for?
a . ASEAN b. GATT c. OPEC d. OEeD
10
Name the capital cities of these countries.
a . Ecuador b. Saudi Arabia c. Brazil d. Nigeria
11
Where are the following famous places?
a. Yosemite National Park b. Phoenix Park c. The Forum d. Happy Valley
STUDENT A WILL START. '�\lO)1 J1uoH 'amoH 'uHqna 'U!l1.toj!lu:) ' 1 1 sof1c1 �U!I!Stl.lg �q pc;{!U �Ol!ne '01 �uaUldol\)Aaa pUt! uO!lluado-o:) ;)!1lI0ll0J�1 .IOJ lloqcz !uufl.IO 'S;)!.llunoO flU!l.loci>':3 llIn;)lo.qad JO 1I0!lu7.!unfl.tQ 'ape.I,.!, pun sJJ!.w,J, lIO lU3m;)a.l.tlv \l.l.IaU03O 'SUO!WN lIe!sV lSI�3 lpnoS JO UOPU!Jossy "6 fluo)) fl uoH "S (od!tpS "L 'OOO'OOO'OL£ '9 . ;) 'S 'U 'I' 'q 's 'U (; q T :S.Ia A\SUV "
From Business English Pair Work
:2
by SIeve Flil1llcr� and Simon Sweeney
© Penguin
Books 1998
P H 0 '" 0 C O P 1 A 6 L E
"
"
153
52 RECESSION
Student B
(Judging; obliging; forecasting)
A recession is an economic condition affecting a country or an industry where sales, prices and profits fall as demand decreases. The result is a fall in output. Companies affected by recession often lay off employees, so unemployment rises.
You work for a medium-sized manufacturing company that makes high quality and fairly expensive building materials. The company employs 900 people in a city with a population of 50,000. You have a sales and distribution network across several neighbouring countries. Unfortunately, all your main markets are affected by a recession, now in its second year. With a colleague, decide what to do. Make a list of some key action to take. YOU : •
think you should lay off half the workers immediately as this is going to be a long recession and you are losing money
•
think that when business returns to normal, you can hire new workers on new contracts at lower wages
•
think short time working is another option, e.g. putting workers on half time contracts
•
think building up stock and selling it cheaply in new more distant markets are possible options
•
believe that dropping your prices would force lower quality competitors to close. This would increase your market share
•
think the company should relocate to a cheaper part of the country. The present site is very valuable.
YOU START.
154
From Business English Pair Work
2
by Stc"e Flinders and Simon Sweeney e Penguin Books 1998 P H 0 '-0 C O P I A e L E
,
53 RELOCATION
Student B
(Negotiating; measuring and calculating; forecasting)
Relocation is moving a factory or company site to another place. The decision to relocate may be taken as a part of a strategic plan to expand the business, to save costs, to increase the profile of the company or to move closer to important markets.
Your company makes sports and leisurewear products. For fifty years you have been based in the home town of the founder and former managing director of the company, Ben King. Now the next generation of the family own the company and it is expanding rapidly. The board of directors is meeting to discuss a proposal to relocate the company to Rotaronga where labour costs are much lower. Discuss the issues involved with another director. Try to reach agreement on what the company should do. YOU: •
oppose the relocation
•
have all your mai n markets near your present site
•
have extensive sales networks based on the present manufacturing position
•
think local people deserve better than the closure of a major local employer
•
believe that expansion overseas is possible without the need to close the present plant
•
object on moral grounds to relocating to countries with very low wages
•
accept that some production could move overseas
•
want to find other ways to reduce costs
•
accept that redundancies will be necessary
•
think that closure costs would be very high
•
think student A is underestimating the relocation costs and overestimating the value of the present site
•
do not want to waste recent i nvestments in the present site
•
believe investors will not support the company's plan to relocate.
If you reach agreement, prepare a joint presentation of your new position .r STUDENT A WILL START.
From Busin�ss EUJ::lish Pair Work 2 hy Slc\'C Rindcrs :md Simon Sweene), 0 Penguin Books 1998 P H 0 T O e 0 P I A e L E
ISS
54 REWA R D
ent B
(Liking and preferring; sequencing; agreeing/disagreeing)
,
There are many reasons why people work - because they need to, for self-esteem, to achieve personal or professional ambitions, and so on. However, financial and non-financial rewards are, for most people, the most important sources of motivation. A good reward system is an essential feature of any business organization.
Your company is doing well, but the results of employee surveys tell you that your people are not happy with the current system of incentives. You and student A have to find a solution to the current state of demotivation. You are now going to meet together to brainstorm some ideas. Here are some possibilities: Speakers. Invite famous speakers to come to the company and talk to the staff: for example, popljazz/classical musicians to talk about their work and then give a short performance, or film actors or other stars chosen by the staff themselves. 2
Christmas bonuses. For everyone with more than one year's service.
3
Discounts. Large discounts on the company's own products o r services.
4
Holiday centres. Company-owned, where employees can take cheap holidays in the country or by the sea.
5
Health and beauty. Offer free chiropody, dental and hairdressing services to employees.
6
Birthday cheques or vouchers. To current and retired employees.
7
Training. Overseas language training courses as a 'thank you' for special achievement.
8
Other ideas
.
. .
?
STUDENT A WILL START.
156
From Business English Pair
Work 2 by Sieve Flinders and
Simon SWL�ney
e Penguin
Books
1998 P H 0 ,.. 0 C O P I A 6 L E
55 SAFETY AT WORK
Student B
(Judging; obliging; correcting)
•
Safety at work is normally associated with industrial workplaces, where individuals can be at risk from doing dangerous tasks, or working with dangerous equipment or materials. But safety at work is often just as important in comfortable offices and even when working from home.
Brainstorm a list of problems or issues concerned with health and safety at work under the six headings below. Then suggest solutions or safety measures for each one.
travel
work at home
office work
chemicallpharmaceutical
agricultural environment
..
industrial environment
environment
�
Finally, if you could change just two things to make your working day safer, what would you do? YOU START.
56 S H A R E H O L DERS' EXPECTATIO N S
Student 8
(Forecasting; u rging; agreeing/disagreeing)
Shareholders' expectations sometimes conflict with management objectives in large public companies. Shareholders may be used to large and regular dividends, especially if sales are good. Management may have different priorities, concerned with long-term planning. There may be a choice between paying shareholders large dividends or making long-term capital investment.
•
Your company, Telco, has just published its annual report showing a 10% increase in net profits and a 5% increase in market share. Make a short presentation to senior management in your company praising the splendid results and looking forward to an equally successful future. Say yOl think increased dividends for shareholders will bring in new investment in the company and reward existing shareholders. Here is a graph showing increased dividends to shareholders and improving share price over the past ten years:
,
Fig. 1 Share price improvement
Fig. 2 Dividends to shareholders
YOU: • • • • •
think shareholders deserve the increasing dividends think that increasing the dividend further will guarantee that more new investors put money into the company expect enough money to be left for the necessary capital investments are very optimistic about the future are delighted with your increased market share, shown here:
Fig. 3 Telco market share five years ago • •
Fig. 4 'l'elco market share now
think dividends to shareholders should be increased by 25% do not think it is necessary to invest money in new buildings.
YOU START. 1 58
From Business English Pair Worl: 2 by StC\'C Flinders and Simon Sweeney €:I Penguin Books 1998 P H 0 j O e 0 P I A B L E
57 SMALL TAL K
Student 8
(Greetings and farewells; hesitating; expressing your amazement) •
Small talk is a vital part of doing business. It shows an ability to get on with people. Small talk helps business partners get to know each other. Topics for small talk can come from the immediate environment, the news, or from conversation. The art of small talk is to make conversation about that topic.
Use the prompts below to develop small talk. Student A has the same list of prompts. Thgether, you should develop a conversation of no more than two minutes for the prompts below. See the example. 1 You know that yesterday a private helicopter crashed nearby. A:
You heard about the helicopter crash yesterday? Yes, it was very bad. Why did it crash? A: I think it was a mechanical problem ... the radio said it was ... B: But the weather was very bad too ... A: Yes, it was raining ... B: Have you ever been in a helicopter? B:
2 A local newspaper has reported a rise in tourists visiting the region. 3 A top banker has suddenly left his post to join the competition. 4 A local factory has announced 400 new jobs. 5
Ten people have died in a food poisoning scandal.
6 The heating and air conditioning system has broken down. 7 There are painters and decorators around painting and decorating the place. 8 It has not rained for over three months. 9 There's a wonderful ceramic bowl on the table full of different types of fruit. 10 A hotel had to be evacuated in the night because of a fault in the fire alarm. STUDENT A WILL START.
From Business English Pair Work 2 by SIeve Flinders :md Simon Sweeney Cl l'cnguin Books 1998 P H 0 ,... 0 C O P I A £3 L E
1 59
58 SOCIAL ARRANGEM ENTS
Student 8
(Greetings and farewells; introducing self and others; questioning)
Socializing is an important aspect of many business relationships. Often the ability to get on well with people at a personal level is a significant factor in establishing good business partnerships. Receiving visitors and providing some hospitality is therefore a significant feature of many business meetings.
You are planning a business trip to student A's home town/city. You have a three-day meeting (Wednesday-Friday) with hisfher company. Student A is going to telephone you to make some arrangements. YOU: •
cannot arrive before 7 p.m. on Tuesday and will probably be very tired on arrival
•
do not have any other commitments, except on the Thursday afternoon when you have to take part in a teleconference from your hotel
•
would like some social activities, including some tourism and perhaps cultural entertainment - say what you prefer
•
have to leave early on Saturday morning.
STUDENT A WILL START.
160
From Business English Pair Work 2 by SIeve Flinders and Simon Sweeney e Penguin Uook� 1998 P H 0 TO e 0 P I A B L E
59 SOCIALIZING
Student B
(Welcoming; greetings and farewel ls; introducing self)
•
Socializing is an essential business skill. It is important for successful business relationships. And yet many business people find socializing, particularly in a foreign language, more difficult than the more formal aspects of their international work. Part of the problem is vocabulary: you may know the vocabulary you need for your job but not the vocabulary you need for general conversation. Another part of the problem is that you cannot always control or predict what people are going to talk about when they are socializing.
You are going to practise talking in a social context with student A. You are going to talk to each other for five minutes (one of you should be timekeeper) and during the exercise you should cover each of the following subjects: 1 family and friends 2 sport 3 holidays Under each heading you must use all of the following words or expressions:
,
Family and friends
Sport
Holidays
get on well
result
beach
partner
keep fit
museum
colleague
profeSSional
remote
divorced
stadium
bored
DO NOT tell student A what your tasks are. Student A has different subjects to introduce, and different words and expressions to use, so at the same time, you should be thinking about what they are. At the end of the activity, tell each other which subjects and which words and expressions you think the other had to introduce. See how many you each identify. The ideal result is: •
to successfully introduce all your subjects and all your words and expressions
•
to successfully identify student A's subjects
•
for neither of you to identify each other's words and expressions: this means that you introduced them all into the conversation quite naturally and without drawing any particular attention to them!
YOU START.
From Business English Pair
Wmk 2 by StC\'c
Flinders ,lfld Simon Sweeney '" Penguin
Books 1998 P H O T 0 C O P I A 6 L E
161
60 TALKING P OLITICS 1
Stude nt B
(Questioning; sequencing; hesitating)
Politics does not have to be a taboo subject. On the contrary, it is one of the most obvious subjects for ' discussion when you want to get to know someone from another country and to find out more about where they come from. Initially, it is safest to put the emphasis on political institutions rather than on policies; and on asking questions, listening and learning about the politics of other countries, rather than giving your own opinions.
You are going to practise asking questions about the political arrangements in student A's country and giving information about your own country. You are going to take it in turn to ask questions about different aspects of each other's national politics. You will each ask for information in four different areas. Spend three or four minutes replying to student A's enquiries. You want to know about: 1 2 3 4
parliament and elections regional and local government justice political trends.
Ask questions like: Parliament and elections • • • •
How How How Plus
many chambers does the Parliament have? are their members elected to it? often are elections held? three more of your own questions.
Regional and local government • • • •
Is regional or local government stronger than central government? Are there any parts of the country with more political autonomy than others? Is the trend toward greater localization or centralization of government? Plus three more of your own questions.
Justice
., What is the country's highest court? • How are senior j udges appointed? • What is the relationship between the judicial system and the government? • Plus three more of your own questions. Political trends • • • •
What are the main issues which concern people in your country today? Is the political system well adapted to the needs of the modern world? Are there plans to change the constitution in any way? Plus three more of your own questions.
STUDENT A WILL START.
1 62
From Business English
Pair Work 2 by SIeve Flinders and Simon Sweeney () Pengu in Books
1998 P H 0 ,.. 0 C O P I A a L E
61
TALKI N G P O LITICS 2
Student B
(Judging; obliging; sequencing)
•
Once you have established that it is in fact possible to exchange political information usefully and politely (see Talking Politics 1), then you can begin to exchange political ideas as well. But as in all real communication, listening is as important as talking, and talking points should be about learning, not scoring points.
You have a clear set of opinions (see below). You are going to argue in favour of as many of the following as possible during the time the teacher gives you. You will, of course, give reasons for your VIews. YOU favour: 1 high taxation
2 strong central and local government
3 government support for business and a government plan for business
•
4 extended State commitment to helping the unemployed
5 a comprehensive government policy to protect the environment
6 public transport
7
a campaign against drugs (as a main cause of criminality )
8
a strong national health service.
YOU START.
From Dusiness Engli�h Pair Work 2 by SIeve rlindcl�
:md Simon Sweeney 0 Penguin
Books
1998 P H 0 .. 0 C O P I A 6 L E
I n�
62 TOP B U S I N ESSES
Student B
(Questioning; liking and preferring; forecasting) ,
What makes a successful business? Is it simply a question of making large profits? Or is it to do with the quality of its products or services? Or its ability to define and follow a long-term strategy? Or is it a mixture of all these things? Certainly, some companies are consistently admired by many managers because of their ability to excel across a range of different areas of business management.
You are going to take it in turns to use the following questionnaire to find out which companies student A most admires. You may wish to ask himlher to give reasons for his/her choices. Using the scale 1-4, (1 = very good, 2 = excellent, 3 = outstanding, 4 = world-beating), ask student A to identify the companies which, in hislher opinion, excel in each of the following areas. He/she can name one, two or three companies per area. When you have completed the questions, add up the points for the most frequently named company to identify the one with the most points student A's all-round top business. Which one, two or three companies do you think excel in each of the following areas?
Company 1
Company 2
Company 3
Quality of products/services ,
Vision I n novation Customer focus Financial m a n a gement Strategy M a rketing r
Environmental awareness People m a nagement
The company which scores highest is: The company which scores second highest is:
STUDENT A WILL START.
1 64
From Business English Pair
Work 2 by SIeve Flinders and Simon Sweeney 0 Penguin lJooks 1998 P H 0 '- 0 C O P I A F3
I
�
63 TRAI N I N G
Student 8
(Judging; forecasting; emphasizing)
'Training' is teaching people something quite specific, for example skills or knowledge for their work; 'education' is a more general term for the learning process. Education typically takes place in schools, colleges and universities. Companies typically have training rather than education departments.
You are the company's new Managing Director. The Human Resources Manager (student A) is new too. You both believe passionately in the importance of training and you are going to meet for lunch for an initial exchange of ideas. You have jotted down on the back of an envelope some ideas for the shape of the company's training programme in the future. (They don't necessarily form a coherent plan - they are simply a basis for brainstorming.) You are going to discuss them with your HR Manager and agree on a draft set of principles and an action plan.
YOU think the company could: T� A l l1l -m�OlJc,� -mE II1lTE�IIlET. 1��u�et - M"'''''Vt. Ii...�... but.' ot (t.,ovrct., w<.ll rt.volv�"o�"zt. It....r�..�9 proct."t., ...�Ii �hl. �r"'''�''�9
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l fOlJlIl'V A c. o � f o � A TE lJlIllvE�SITY. l....ltt. Mc'Vo"...lli',. To lit.Mo�'�r...�t. �hl. COMP"'''!l'' ,u"ov, COMM"�Mt.�� �o �r"'''�''�9 . Mo�"v"'�""9
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t.Mpl0!lU' C
Add two more of your own ideas. YOU START.
From Business English Pair Work 2 hy SIC\"C Flinders and Simon Sweeney {} Penguin Books 1998 P H 0 '- 0 C O P 1 A (3. L E
165
64 TROU B LE S H OOTI NG
Student B
(Questioning; judging; sequencing)
A troubleshooter is someone who steps in to solve a problem. A troubleshooting meeting is one where the participants deal with and offer solutions to one or more problems.
You and student A are going to take it in turns to lead a business meeting. In the first part of the meeting, student A will present a real business problem which he/she has faced or which he/she is facing at the moment. After the presentation, you will probably ask some questions in order to get a fuller understanding of the situation. You will then discuss the problem together, you will suggest a possible solution or alternative approach, and finally, student A will summarize the meeting and your main suggestions. Then you will reverse roles, you will present a business problem and student A will help you to find an answer to the problem. Possible areas of focus are: •
quality
•
customer satisfaction
•
employee morale
•
employee performance
•
poor sales.
STUDENT A WILL START.
1 66
From l3usines..� English Pair Work 2 by SIeve Flinders :lnd Simon Sweeney CI Penguin Books
1998 P H 0 ,. 0 C O P I A 6 L E
65 UTOPIA
Student B
(Forecasting; vetoing; agreeing/disagreeing)
A Utopia is a perfect society. Social engineering is taking measures which will lead to social change.
It is now well into the twenty-first century and social engineering is easier than it used to be. You and student A, both acknowledged experts in the field, have a grant from the World Council eN· C.) to devise a new political, social and economic system for a small country which until now has been rather badly managed. You are now going to have an initial planning meeting with student A in order to produce a draft development plan. Among other things you are going to decide:
W. C . S O C I A L E N G I N E E R I N G D EV E L O P M E N T P L A N S TA G E 1 N OT E PA D
Size of population Gender balance (%age m en/women) Urban/rural population b a l a n c e Optimal population for c a pital city/other major c ities/important towns Form of government System of economic m a nagement Main sources of government revenue Main areas of government expenditure Principal industries/services Level of unemployment M a i n features of education system Main features of h ea lth system Main features of tr::ilsport system Foreign policy Defence policy Environment policy
STUDENT A
WILL
START.
From Business English Pair Work
2 by Sieve
Flim.li!rs :md Simoll
Sweeney ()
Penguin Books
1998 P H 0 j O e 0 P I A 6 L E
1 67
Notes on Maki ng Presentations A number of the activities i n this book involve presentations. Here are some guidelines .
for doing this in English.
Giving a good presentation means paying attention to:
Content •
There should be the right quantity of information.
•
It should be pitched at the right level for the audience.
Structure •
It should be well organized, with a clear beginning, middle and ending.
•
The organization should be transparent so that the audience can see the beginning, the middle and the ending.
Delivery •
You should vary the variety and tempo of your voice to hold the audience's interest.
•
Your body language should signal confidence, openness and involvement.
•
You should maintain good eye contact with the audience.
•
You should make effective use of visual aids to reinforce your message.
Language •
You should check details of the grammar, vocabulary and pronunciation of your presentation to make sure you get the message across.
•
You should think about the kind of language that will help people remember what you have said.
The main building blocks of your presentation will be as follows:
Opening: introduce yourself and your presentation
Outline talk
Present main body divided into parts (first, second, third)
Summarize main message
Conclude talk
Invite questions/discussion
There are some aspects of making a presentation which need special attention. Here are some language suggestions for each of them. As a speaker moves through hislher presentation, it is vital to signal to the audience what he/she is going to do - to give a 'commentary ' on recent and planned progress, so that the listeners know exactly where they are. The follow ing list is not complete, and will not be suitable for the personality of every speaker. Students should explore the range of phrases and, in the light of the subject of their talk, the style they prefer.
1 69
Notes on Making Presentations
Introducing yourself and your presentation Good morning/afternoon, ladies and gentlemen. My name is
__
and I am responsible for
I' d like to talk to you today about
__
here at
__.
.
__
Outlining the talk
I've divided my talk into five main parts: First(ly) . . . second(ly) . . . third(ly) . . . fourth . . . finally
Ground rules If you have any questions . . . . . . please feel free to interrupt.
. . . I'll be glad to answer them at the end of my talk
.
Starting your first part To start with . . . First of all, then . . . Firstly, . . . Let me begin by saying . . .
Finishing a part Well, that's all I have to say about . . . So that, then, is . . . Now we' ve dealt with . . .
Starting a new part Let's move on now to . . . The next point I'd like to make is . . . Next we come to . . . Turning now to . . .
Referring back As I mentioned earlier . . . If you remember, I said at the beginning . . .
Referring forward As we will see later, . . .
Introducing your last point And finally, . . . Lastly, . . .
Summarizing So now, I'd just like to summarize the main points. Let me sum up.
Concluding
In conclusion, . . . Well, that brings me to the end of my talk. Thank you for your attention. Thank you for listening.
1 70
Notes on Making Presentations
Inviting questions and comments And now, if you have any questions, I' ll be glad to answer them. Does anyone have any questions or comments? Now we have time for some discussion. Any comments or questions on the points I've talked about?
Checking that the questioner is satisfied Does that answer your question? I hope that answers your question.
Inviting further questions Are there any more questions?
Ending If there are no more questions or points to raise, I' d like to thank you for your attention. There are no short cuts to making a good presentation. But preparation and practice will take you a long way towards performing this important skill well. Preparation gives you the confidence to communicate what you want to say effectively. Practice also helps you to improve your perfonnance in general, and in particular your time management.
171
Glossary Agent Someone who sells goods or services for a prQducer of those goods or services. Appraise To measure the performance of someone, give feedback on the performance of someone.
Audit A detailed analysis of an important feature of an organization. Auditors, the people who carry out audits, usually write reports and may make recommendations for changes to be made. Examples: a financial audit, a management audit, a language audit.
Balance sheet A statement showing the financial position of a company at a particular time.
Benchmark To do a survey of competing organizations to measure 'best practice' with the objective of then improving on their performance. For example, a survey of the personnel function in an industry might measure the number of personnel staff as a percentage of the workforce, the amount spent on training per employee, the rate and cost of staff turnover, salary costs as a percentage of operating costs, and so on.
Bid An offer, usually to do work at a given price. Board (of Directors) (In a British company) The committee of shareholders' representatives to which the company's Chief Executive Officer is answerable.
Borrow To have money from someone (e.g. a bank) for a limited period, normally paying interest.
Broker Someone who buys and sells investments, insurance, etc. Budget The amount of money planned for spending on a particular project. Bum-out An employee experiences bum-out when he/she works so hard for so long that he/she can no longer continue at the same demanding pace as before.
Charity An organization for helping people in need. Civil service People employed in government departments. Claim Something said about someone or something, often controversial. Client A customer, especially of a service. Competence The ability to do something to an acceptable standard. Collateral Something offered by somebody as a guarantee that they will pay back a loan. Compensation Money paid to reduce the costs, pain or other negative consequences of an action.
Competition, competitors Other companies who are trying to sell their goods to the same consumers.
Component A manufactured part used in making a larger manufactured product. Compromise To come to an agreement at a point somewhere between the two starting positions.
Consumer Someone who buys goods or services. Contractor An individual or an organization contracted to do some work. Core business The main or central business of a company. Cost benefits analysis A study into the relative costs and income associated with a given project.
Coverage The amount of reporting of an event by the media. Currency Money denomination, eg, Yen, Dollar. Discount A percentage or amount taken off the standard price. Distribution Movement of goods from producer to consumer andlor user. Diversity Managing a workforce where employees of different genders, ethnic origins, social backgrounds and so on, are all equally valued.
Dividend A regular payment as a proportion of profits paid to shareholders. Donation A gift of money, clothes or food, often to a charity. Downsize To reduce the size of an organization's workforce, cut jobs. Economy of scale A cost saving achieved by working in bigger quantities. Endorsement A statement by a leading authority that something is good. Exclusive Luxury, high qUality. Expand To increase, get bigger.
172
Glossary
Firefighter A manager who solves serious problems within the organization as and when they arise.
11
Freeze To stop, block or hold at the same level as before. Frontier The border between two states. Global Worldwide. Growth The extent to which a business or an economy expands. Hack To illegally access data in an organization's computer network. Headhunting Offering a job to a very competent individual who presently works for a competitor.
Heavy goods vehicle Big lorry or truck. Housekeeping Maintenance, or keeping up order, condition and generally tidy appearance.
Implement To put into effect. Information technology (IT) Computer hardware and software. Infrastructure The basic structures and facilities which an organization needs in order to function, for example buildings, administrative systems, electricity and so on.
Injection Money put into a company or a project. Invest To put money into something. Joint Shared, 50-50, equal. Joint venture A partnership between two companies who decide to work together on a specific project.
Landscape To design and create gardens according to a plan. Layer An administrative level in an organization. For example, a lean organization might have only three or four layers between the most senior manager and the bottom grade ..
employee .
Lend To let someone have money for a limited period, on which usually they pay interest. Logistics A general term for the planning and administration of a routine activity or a special project.
Logo A symbol used by a company as a sign for everyone to identify it by. Shell, McDonald's, Mercedez Benz and Coca-Cola all have logos which are recognized world wide.
Low wage economy A country where wages are traditionally low and normally skill and education levels are low too.
Market share The proportion of the total market controlled by a particular supplier. Media Newspapers, radio, television. Mentoring Mentoring is when an experienced professional person agrees to help you with your professional development by meeting with you regularly, giving you advice and telling you what they have learnt about the job in their own careers.
Merge To join together. Monopoly The only supplier in a particular market. Nation-wide All over the country. r Outgoings Costs, expenses. Outsource Outsourcing is when an organization stops employing pe�ple to do a certain job like cleaning and instead gives the responsibility for providing the service to another company which specialises in this activity. Common examples of outsourcing are canteen services, security and training.
Overdraft Borrowing from a bank, negative amount of money in a current account. Overheads The regular or fixed costs of running a business like insurance, water, electricity and rent.
Partnership A group of two or more individuals or companies who have decided to work together.
Pension The money you get on a regular (weekly or monthly) basis from the state or your employer or from a private fund, after you retire.
Performance-related pay A scheme which makes part of what employees earn depend on how well their bosses (or, sometimes, their colleagues or customers) think they are working.
173
Glossary
Perks Special benefits and bonuses that go with top jobs. Personal hYgiene Keeping yourself, your teeth, hair and clothes clean. Pilot project A trial period for a project to test whether the idea actually works before implementing it completely. Plant A factory, manufacturing facility.
Portable pension A pension plan which you can take with you when you move from one company to another. (See also: Pension.) Preliminary First or early ideas or attempts.
Privatized Sold by the government to private investors, so becoming a private company instead of a state company. Productivity The relationship between output and costs, where high output relative to
costs means high productivity.
Public spending Money that a government spends on health, education, defence, transport, welfare, etc.
Punctuality B eing on time. Questionnaire A set of questions presented as part of a survey into what people do,
think, want, prefer, etc.
Recession A general decline or under-performance of the economy in a stated geographical area. Redundant Out of work, unemployed.
Registrati on You register for something, for example a sporting event, when you say that you want to take part, usually by filling in a form. Relocate To move to another place, especially a factory or company.
Remuneration The total of all the pay and benefits you receive from your employer. Remuneration committee A committee of members of the Board of Directors which
decides the pay of the senior managers of a company. Rent The regular payment you make for the use of a building, land, equipment, etc.
Respondent Someone who answers questions in a survey or questionnaire. Retail To sell to the general public. Revenue Money coming in to the business. Sack To make a worker redundant. Sales performance How well products or services sell. Second To transfer employees temporarily to another part of the organization or to lend
them to another organization for a certain period of time. (Pronunciation note: the stress falls on the second syllable.)
Security A form of guarantee, especially for a loan. Share A dOCument recording a part ownership in a company and worth a sum of money.
The value of the share depends on the number of shares in the company, the performance of the compa ny and the total assets of the company.
Share price The value at a given time of shares in a company. Shareholder Someone who owns shares in a company (and so is a part owner of the company).
Shortlist To select a small number of applicants for a job - usually no more than six from a larger number.
Site A place where a factory is located. Skill Ability, special technical aptitude. Sponsorship Money paid by a company to a social, sporting or cultural event, or organi zation, to pro mote that event but also to advertise the name of the company paying the money.
Staff The personnel or workforce of a company. Stakeholder Anyone who has some interest in encouraging the success of a business, for
example shareholders, employees and their families, suppliers and customers.
State-of-the -art The most modem solution of its kind. Stock Goods held in storage ready for use or sale. Strategy A p lan, method or way to achieve what is desired. Subsidiary A company which is controlled by another one. 1 74
Glossary
Supplier The producer of goods or services. Supply chain The system which gets all the things to a company which it needs to make a product; and which gets the product to a place where its customers can buy it.
Survey A study to find out what people think, like, want, etc. Tender A bid, an offer. Thrnover The total money received through sales. Voucher A piece of paper which you can exchange for certain goods or services, for example luncheon vouchers, which you can use instead of money to get lunch in certain restaurants.
Work-in-progress Work which has been contracted but not yet invoiced .
•
1 75
A-Z of Lang uage Functions This glossary gives some exponents for key functions indicated after the activity title. It is intended only as a quick reference to the kind of language practice a particular activity might generate. Teachers may wish to elicit or provide further exponents of a specific function before beginning an activity.
Agreeing/disagreeing I agree with you/that. Up to a point, I agree with you/that. (I'm afraid) I disagree with you/that.
Blaming It's your fault. You're responsible for . . . You shouldn't have done/said that.
Correcting
I think you've made a mistake there. It's not . . . That's not quite right. I said . . .
Declining/rejecting (an offer) No, thanks. I' m sorry but I can't accept that. I' m afraid that's unacceptable. I couldn't possibly accept that.
Emphasizing The following words add emphasis: real(ly) e.g. that's really wonderful absolute(ly) e.g. it was an absolute miracle indeed e.g. their service was very good indeed
Forecasting The goods are bound to arrive tomorrow. The goods are likely to arrive tomorrow. The goods may arrive tomorrow. The goods are unlikely to arrive tomorrow. The goods can 't possibly arrive tomorrow.
Greetings and farewells Greetings forfirst meeting
Reply
Hello, how do you do?
How do you do?
Nice to meet you.
Nice to meet you, too.
Greetings for second and subsequent meetings Nice to see you again. How are you?
Reply Very well, thanks. And you? Fine thanks. And you? Not too bad, thanks. And you? Not too good, I' m afraid. Awful/dreadful/terrible (between friends).
1 76
A-Z of Language Functions
•
Farewells
Reply
Nice meeting you (again) .
Nice meeting you (again), too.
Hesitating Actually, . . . Basically, . . . You see . .
.
You know . . . It's like this, you see . .
.
Introducing self and others May I introduce myself. My name's . . . And may I introduce my colleagues. This is . . .
Judging I'm convinced/sure/positive . . . I thinklbelieve/feel . . . I tend to think . . . I' m inclined to feel . .
.
Knowing I know we sent the goods. I think we sent the goods. I doubt if we sent the goods.
Liking and preferring I like visiting clients.
(= I enjoy
it)
I like to visit clients in their offices.
(=
It is appropriate)
I would like (you) to send that fax as soon as possible. I prefer working in my office to travelling abroad. I ' d rather work in my office than travel abroad.
Measuring and calculating
If you add the figures together, you get . . .
If you take the total time and subtract . . . , you get . . . Let's see what we get if we divide/multiply . . . by . . .
Negotiating Let's discuss the terms of the contract. I'd like to settle the disagreement between us. I think we can accept this contract if you . . .
Obliging (see also vetoing)
1 To be obliged to do something.
We must find a way of solving the cashfiow problems . Do we have to do what he says? Isn 't there an alternative?
2 To oblige someone to do something.
These cashflow problems require us to look at our payment policy. (require/force/compeVoblige someone to do something) The problems have made us re-evaluate our current practices.
Permitting You may take as much time as you need. You are allowed/permitted to look at the answers now. May/might I make a comment at this point? Do you mind if I . . .
1 77
A-Z of Language Functions
Questioning Could you tell me . . . I'd like to know . . . I wonder if you could tell me . . . Do you happen to know . . .
Regretting It's a (great) shame/pity that . . . I' m sorry to hear that . . . I'm afraid that . . . Unfortunately, . . .
Sequencing First/first of a11/initially/to start with Second/secondly Then/after that/next/subsequently Finally
Telling I told him that . . . I said (to him) that . . . I informed them about . . . I explained to him about . . . I reported to them that . . .
Urging We should make a decision soon. You ought to review the situation. I suggest that you check your records. I (would) advise you to check your records.
Vetoing (see also obliging)
1 To be obliged not to do something.
You mustn' t/may not give this information to anyone outside the company. You are not allowed/permitted to . . .
2 To oblige someone not to do something.
The regulations prohibit us from giving this information to anyone outside the company.
Welcoming Welcome to . . . It's a pleasure to welcome you to . . . We are very pleased to have you with us.
(E)Xpressing Your amaZement (and other emotions) Amazement This is a surprise ! I'm very surprised that
Fearlworry I'm worried about . . . I' m concerned that . .
178
.
.
. .
A-Z of Language Functions Gratitude I' m very grateful to you for . . . It was very kind of you to . . .
Sympathy I' m very sorry about
.
. .
Indifference It doesn't matter. I don't mind. I don't care.
179
00 0
I
Com m u n ication S ki l l Table 1
2 3
Presentation
Phone call
Meeting/discussion
Ice breaker Advertising standards
4 Age in employment Annual report
7
Brand positioning
6 B anks, lending and borrowing 8
x
x x
Budget negotiation
x x
x x
9 Business anecdote 1 0 Business ethics
x x x x x x x x x x x x x x x x x x x x x x
1 1 Business grammar
12 Business philosophy
1 3 Business and the environment
x x
14 Business in the community
1 5 Capital investment 1 6 Career advice
1 7 Communicating styles
1 8 Competence development 1 9 Competitive tendering
)
x x
20 Conference organization 2 1 Consumer movement 22 Consumer survey 23 Contract dispute
24 Corporate culture 25 Creative thinking
x x
26 Ethical marketing
27 Executive recruitment 28 Form filling
29 Homeworking
30 Industrial espionage
3 1 International marketing
,.,
Social English
x
x x x x x
Active listening
5
Negotiation
x
Ip
'
.
x x x
x x
x
'a
, II
of
to
32 Job satisfaction
33 Just-in-time management
x
x
36 Managing an investment portfolio x
x x
40 Nerd management
x
42 Performance appraisal
x x x
45 Planning a meeting
x
46 Pricing strategy
x
48 Product management 50 Promotion
x x
x x
5 1 Quiz
x
52 Recession
53 Relocation
54 Reward
x x
x x
55 S afety at work
56 Shareholders' expectations 57 Small talk 58 Social arrangements
59 S ocializing
60 Talking politics 1
6 1 Talking politics 2
62 Top businesses
00
I
x x
x x x
x
x x
x x
x
63 Training
x
65 Utopia
x
64 Troubleshooting -
x x
47 Privatization
49 Product presentation
x
x
4 1 New product
44 Personnel management
x
x
39 Negotiating a deal
43 Personal presentation
x x
35 Managing the future
3 8 Micro-lending
,II
x
34 Management development 37 Market share
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x
x
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I
Business English Pair Wor/.: 2 gives i n termediate students of B u s i ness English further usef
practice i n com m un i cat i o n s k i lls. As i n Busilless English Pair Wor
.
J there arc fo ur types
exercise: i n fo r m a t i o n gap, d i scussi on, role-play a n d s i m u l a ti o n . A l l the exercise wor
ig..fc
pletely new a n d t h e re i s i n tensive work on writing reports, negot i a t i n g budgets and con r consumer s urveys, t ra i n i ng. a n d executive recru i t me n t . There are a l so special activi ties
0
small t a l k , soci a l a rra ngcments, tel l i ng a necdotes a n d exchanging o p i n i o ns, a nd socializil
Pair \\ ork exercises a re ideal fo r practice and confi dence in busi ness comm u n icatioll . A l l exercises are p h o t ocopiable a n d they can easily b e used by pre-service o r i n -service st udel
Bllsiness English Pair Work 2 con t a i n s :
65 new s t i m u l a t i n g pa i r work activities exercises lor st udent A a n d B i n the same book detai led Teacher's N otes a n A-Z of l a nguage fu nctions a table sh o\\'ing the c o m m u n icat i ons practised i n each act i \ i t y a glossary o f busi ness terms
BlI.lille.IS English P({ir Work :: is a n ideal in gred i e n t in a ny B usiness English course and
used to supplement a n y co u rse materia l .
A l s o p u b l i shed : Bllsiness Ellglish Pair " (II'" I
Cover phOtograph C VC.LJrIPP HowellfTelegraph Colour library
•
PENGUIN
Stcve F l i nders a n d S i m o n S\\cene�.
C
