1 Company culture

Get ready!

1 Before you read the passage, talk about these questions.

1 What values do you think make a company successful?

1 The values that make a company successful are that it is customer focused, treats its
employees well and protects the environment.

2 What traits of actions can discourage customers from doing business with a company?

2 There are many actions and traits that can discourage customers from doing business with a
company. Anything that causes damage to the environment is likely to do this, as well as
practices such as using cheap, or even child, labor in poor conditions in developing countries.

Reading

2 Listen and read this poster about a company's values. Then, read the summary of the text.
Fill in the blanks with the correct words from the word bank. How does the company value
their customers? Tell the class.

The company supports a range of environmentally friendly initiatives such as recycling and
car sharing which help protect the environment. They also try to create products that aren't
harmful to the environment.

Word BANK

products customers employees market opportunities

The company 'Software Plus' has four core values. To begin with, it aims to put 1 customers
first. Secondly, it tries to stay ahead in the 2 market by identifying what is popular. Thirdly it
treats its 3 employees well by providing perks and training 4 opportunities. Finally, it never
creates 5 products that harm the environment.

1 customers

2 market

3 employees

4 opportunities

5 products

Vocabulary

3 Match the words (1-7) with the definitions (A-G).

1 gap F a place where something is missing

1
2 trend E a temporarily popular item or style

3 innovation C a new development

4 priority B the most important thing to do

5 perk A a benefit people receive from their jobs

6 opportunity G a chance to do something useful

7 endeavor D to try to do something

A a benefit people receive from their jobs

B the most important thing to do

C a new development

D to try to do something

E a temporarily popular item or style

F a place where something is missing

G a chance to do something useful

31F

2E

3C

4B

5A

6G

7D

4 Read the sentence pairs. Choose where the words best fit in the blanks.

1 foster / strive

The company aims to foster the staff's development.

Mr. Gao wants his workers to strive to do their best.

2 affordable / one step ahead

It's important to stay one step ahead of our competition.

The other company's product is more affordable.

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3 initiatives/core values

This company has three core values: loyalty, quality and trust.

There are many new initiatives to help small businesses.

4 environmental issues / assets

The company was forced to sell many of its assets.

Being aware of environmental issues can reduce pollution.

4 1 foster, strive

2 one step ahead, affordable

3 core values, initiatives

4 assets, environmental issues

Listening

5 Listen to a conversation between two managers. Mark the following statements as true (T)
or False (F).

1 The poster will be displayed in the break room. F

2 The man wants to include a statement about current employees. T

3 The woman thinks people will like the environmental program. T

51F2T3T

6 Listen again and complete the conversation.

A: I need some help with this poster for next month's job fair.

B: Sure, have a seat. What can I do?

A: Well management wants a display that shows our core values. The problem is, the manual
lists a lot of values, but I can only show four.

B: I'd start with customer care. You could write about how we keep our software affordable.

A: That's good, thanks. What do you think of including environmental issues, though?

B: Yeah, why not? You could mention a few of our environmental initiatives. Like our
recycling program.

A: Good idea. But it's a job fair, and there's nothing about our employees yet. I should
include something about tchem, right?

B: What do you have in mind?

3
6 1 job fair

2 core values

3 environmental issues

4 nothing about our employees yet

5 have in mind

Speaking

7 With a partner, act out the roles below, based on the dialogue from Task 6. Then switch
roles.

USE LANGUAGE SUCH AS:

I need some help with this poster ...

I'd start with

What do you think of...

Student A: You need to choose four core values for a poster. Talk to Student B about:

suggestions

your ideas

attracting employees

Student B: Answer Student A's questions and make suggestions.

A: I need some help with this poster for next month's jobs fair.

B: Sure, have a seat. What can I do?

A: Well management wants a display that shows our core values. The problem is, the manual
lists a lot of values, but I can only show four.

B: I'd start with customer care. You could write about how we keep our software affordable.

A: That's good, thanks. What do you think of including environmental issues though?

B: Yeah, why not? You could mention a few of our environmental initiatives. Like our
recycling program.

A: Good idea. But it's a job fair, and there's nothing about our employees yet. I should include
something about them right?

B: What do you have in mind?

Writing

4
8 You are writing a website page about your company's core values. Using the poster and the
conversation from Task 7, write a paragraph for the website (100-120 words). Talk about:

What your company's core values are

What your company endeavors to do

How your company stays one step ahead

Our Company's Core Values:

Our company's core values inform every aspect of our business. Firstly, we strive to provide
great customer care: that means providing quality products at affordable prices, as well as
treating each customer as an individual and helping them feel important and valued. Secondly,
we value innovation and use this to stay one step ahead of the market: we carefully monitor
trends and move quickly to fill gaps in the market. Last, but not least, we see our employees
as our greatest asset. As such we endeavor to provide a pleasant, friendly working
environment, supply our staff with training opportunities and perks, and foster their
professiona, development and growth.

5
2 Business in Different Cultures

Get ready!

1 Before you read the passage, talk about these questions.

1 What are some ways people greet each other in formal and informal situations?

1 When people greet each other in a formal situation they usually shake hands, though in
some cultures it is common to bow too. In informal situations people may also shake hands,
kiss each other on the cheek(s) or exchange simple greetings like 'Hi, how are you doing?"

2 What are some things foreigners might accidentally do that are offensive in your culture?

2 In my culture foreigners might mistakenly try to shake hands with someone they have
already met. Usually American people only shake hands when they meet someone for the first
time. Trying to kiss them on the cheek(s) might also make them feel uncomfortable.

Reading

2 Listen and read this guide to business etiquette. Then, choose the correct answers. Say four
things you have learned from the text.

1 What should you NOT do when visiting Japan?

A give your host a gift

B bow when you meet someone

C leave food on your plate after a meal

D look a person in the eyes during an introduction

2 What should business travelers do before doing business other countries?

A purchase reasonable gifts

B learn the country’s language

C research the country’s etiquette

D memorize new partner’s surnames

3 According to the passage, when do British people shake hands?

A when greeting business partners in the morning

B when first being introduced to someone

C when accepting a gift

D when entering someone’s house

6
If an American takes you to dinner you might cause some offense if you leave some food on
your plate.

21D2C3B

Vocabulary

3 Choose the word which has the same meaning as the underlined word.

1 Looking his client in the eye when they shook hands was a major gaffe.

A blunder

B hospitality

C host

2 Her manners were typically British.

A pitfall

B etiquette

C hospitality

3 He was conscious that he must leave some food on his plate.

A aware

B customary

C eye contact

31A2B3A

4 Choose the correct word pair to fill in the blanks.

1 Mr. Sui thanked his host for the wonderful hospitality.

A title — surname

B host — hospitality

C hospitality — pitfall

2 Avoid making eye contact because it may offend the other person.

A Customary – avoid

B Offend — host

C Avoid — offend

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3 It is customary to call someone by their title and surname.

A aware — title

B customary — surname

C avoid — hospitality

4 There are a number of pitfalls people can fall into such as not using a correct title.

A pitfalls — title

B hosts — surname

C hospitality — eye contact

41B2C3B4A

Listening

5 Listen to a conversation between two colleagues about a business trip. Mark the following
statements as true (T) or false (F).

1 The speakers are taking a trip to Japan together. F

2 The woman asks the man to explain parts of Japanese etiquette. F

3 The woman plans to purchase a gift before she arrives in Japan. T

51F2F3T

6 Listen again and complete the conversation.

Co-worker 2: I’ve been reading up on Japanese 1 etiquette.

It’s got me worried.

Co-worker 1: What are you worried about?

Co-worker 2: It’s full of 2 pitfalls! I’m scared I’m going to make some terrible social 3 gaffe

Co-worker 1: I’m sure that if you’re careful of your 4 manners you’ll be fine.

Co-worker 2: That’s not the point. Good manners in Japan are different from manners here.
Sometimes they’re the complete opposite!

Co-worker 1: Like what?

Co-worker 2: Well, here you make 5 eye contact when you shake hands. In Japan that’s rude.

Co-worker 1: Really? I wasn’t 6 aware of that.

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Co-worker 2: And it’s 7 customary to give gifts to your hosts, but there are so many gifts that
can be offensive!

1 etiquette

2 pitfalls

3 gaffe

4 manners

5 eye contact

6 aware

7 customary

Speaking

7 With a partner, act out the roles below, based on the dialogue from Task 6. Then switch
roles.

USE lANGUAGE SUCH AS:

Are you ready for your business trip?

I’m scared I’m going to ...

It’s customary to ...

Student A: you are going on a business trip to another country.

Explain to Student B that you are worried about:

• greeting people

• giving gifts

Student B: your colleague is going on a business trip abroad and is worried about etiquette.
Help Student A plan for his or her trip.

A: I've been reading up on Japanese etiquette. It's got me worried.

B: What are you worried about?

A: It's full of pitfalls! I'm scared I'm going to make some terrible social gaffe.

B: I'm sure that if you're careful of your manners you'll be fine.

A: That's not the point. Good manners in Japan are different from manners here. Sometimes
they're the complete opposite!

B: Like what?

9
A: Well, here you make eye contact when you shake hands. In Japan that's rude.

B: Really? I wasn't aware of that.

A: And it's customary to give gifts to your hosts, but there are so many gifts that can be
offensive.

B: Like what?

A: Let me see. Here it says avoid giving white flowers, and don't give anything linked to the
number four because it's unlucky!

B: So, what gifts are you going to take?

A: Well, the guide says people normally thank others for their hospitality by giving candies.

B: Then you should buy something nice from the candy shop on the corner.

A: Yes. Great idea.

Writing

8 You are writing a guide for business people visiting your country. Using the guide and the
conversation from Task 7, write a guide to etiquette (100-120 words). Talk about:

• What is customary for people to do when they greet each other

• What people should be aware of during meals

• What sorts of gifts are appropriate

Etiquette guide for business people

When people greet each other in the USA it is customary to address them by their title and
surname and ask them how they are. If it is someone you are meeting for the first time then
you should shake their hands and say "Pleased to meet you". If you go out for, say, a business
lunch then generally you can eat as much as you like. However, if you are invited into
someone's home for a meal you should try and leave your plate empty. Gifts are not expected
but a small gift, like some flowers, would be appreciated.

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3 Management styles

Get ready!

1 Before you read the passage, talk about these questions.

1 What are the qualities of a good manager?

1 A good manager always needs to be able to give work to his or her employees. They need to
be ambitious and able to inspire their staff to work hard. Usually it is good if they listen to
what their staff has to say, but this depends on the type of work they do. For instance, in the
armed forces the need to make very quick, life or death decisions, means that the manager
will not usually have time to listen to their subordinates.

2 What are the qualities of a bad manager?

2 A bad manager is one who lacks motivation and is unable to inspire their employees. They
also try to keep control of all the work that their team has to perform and don't allow their
employees to take any responsibilities, although this might be appropriate in some kinds of
work.

Reading

2 Listen and read this blog about management styles. Then, mark the sentences as true (T) or
false (F). What styles can a manager adopt? Tell the class.

1 An authoritarian manager gets advice from his workers. F

2 Staff members with a patemalistic manager will contribute. T

3 Giving workers more independence slows the decision making processes. T

A manager can make a company more productive by choosing a management style that is
appropriate for the company they are working for.

1F2T3T

Vocabulary

3 Write a word that is similar in meaning to the underlined part.

1 Buying lunch for employees improves their confidence and enthusiasm. morale

2 The project could lead to the success or failure of the company. make or break

3 Workers do their best when given some independence. autonomy

4 Giving the power to make decisions to employees makes them loyal. empowering

5 Employees don't approach managers who are removed from the group. distant

6 Being inclusive of all employees' opinions can make employees happy. democratic
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7 Try to provide employees with the urge to do something well. motivation

8 Most employees dislike Mr. Gray's controlling style of management. authoritative style

3 1 morale

2 make or break

3 autonomy

4 empowering

5 distant

6 democratic

7 motivation

8 authoritative style

4 Fill in the blanks with the correct words from the word bank.

Word BANK

contributes

subordinates

limiting ambition

consult resourcefulness paternalistic

1 Consult your manager for advice.

2 People with ambition want a better job.

3 Good team morale contributes to productivity.

4 The manager is firm but fair with all of his subordinates.

5 Kate's idea is limiting - it would create more problems than it solves.

6 Resourcefulness shows someone is practical and creative.

7 Mr. Tek isn't paternalistic and never involves workers in decisions.

4 1 Consult

2 ambition

3 contributes

4 subordinates

12
5 limiting

6 Resourcefulness

7 paternalistic

Listening

5 Listen to a conversation between a business owner and an employee. Mark the following
statements as true (T) or false (F).

1 The meeting was called to discuss the man's management style. F

2 Emailing documents saved the company a lot of money. F

3 Employees prefer Mrs. Thomas' democratic style. T

51F2F3T

6 Listen again and complete the conversation.

Employee: Well, it's not really a complaint. It's just that Mr. Eggers is so, I don't know, 1
distant.

Owner: You mean he's hard to approach?

Employee: Exactly. And when you do, he doesn't really listen to 2 what you have to say

Owner: Can you give me an example?

Employee: Sure. Just last week I suggested to him that we email documents instead of
printing them. It would 3 save a lot of money. But Mr. Eggers didn't even comment on it.

Owner: Hmm. Thanks for letting me know. I 4 don't imagine that does much for morale,
does it?

Employee: Oh, it's not so bad. In fact, I know everyone really likes Mrs. Thomas'
management style.

Owner: What is it 5 about her that people like?

Employee: She listens. She let's us contribute.

Owner: So she's 6 a bit more democratic than Mr. Eggers?

6 1 distant

2 what you have to say

3 save a lot of money

4 don't imagine that does

13
5 about her

6 a bit more democratic

Speaking

7 With a partner, act out the roles below, based on the dialogue from Task 6. Then switch
roles.

USE LANGUAGE SUCH AS:

Do you have a complaint about one of the managers?

Can you give me an example?

I know everyone really likes.

Student A: Talk to an employee about his or her managers. Ask Student B about:

complaints, good management, examples

Student B: You work at Student A's company. Answer his or her questions. Make up some
details for two managers.

A: Do you have a complaint about one of the managers?

B: Well, it's not really a complaint. It's just that Ms. Henry is so, I don't know, distant.

A: You mean she's hard to approach?

B: Exactly. And when you do, she doesn't really listen to what you have to say.

A: Can you give me and example?

B: Sure. Just last week I suggested to her that we email documents instead of printing them. It
would save a lot of money. But Ms. Henry didn't even comment on it.

A: Hmm. Thanks for letting me know. I don't imagine that does much for morale, does it?

B: Oh, it's not so bad. In fact, I know everyone really likes Mr. Tracey's management style.

A: What is it about him that people like?

B: He listens. He lets us contribute.

A: So he's a bit more democratic than Ms Henry?

Writing

8 You are a business owner. Write a memo to one of your managers suggesting that he or she
adopt a new management style (100-120 words). Talk about:

What the employee's complaints about the manager's style are

14
Why it is important to change the management style

Which management style you recommend

Why you recommend this style

From: Maria Papadopoulos

To: Ms Henry

Cc:

Subject: Management style

As part of your performance review I have spoken with a number of employees who have
complained that you are hard to approach. They also say that even when they do approach
you, you don't listen to their suggestions. I think you need to change your management style
or morale is going to fall in the office. I recommend that you try a more democratic style:
empower the workers and give them autonomy to make their own decisions. This will help
improve their motivation and morale. Of course, if a decision has to be taken quickly it is
right that you should take it, and there might not always be time for consultation. But if there
is you should use it.

15
4 Team Building

MANAGEMENT DECISIONS

Get the Right Team!

1 Before you read the passage, talk about these questions.

1 What type of people work well in groups? What type of people do not?

1 The types of people who work well in groups are those who are sociable and have good
communication skills. They are able to bring people together and listen to others' ideas.

2 Describe a group project you were involved in that did not go well. What happened?

When I was at school I was involved in a project that did not go well. We were supposed to
write a report about local industry, but none of us took it very seriously. We lacked someone
who had the energy to drive the project forward. The project was not a great success and we
did not do well in the competition we entered for the school.

Reading

2 Listen and read this magazine article about teams. Then, choose the correct answers. What
roles can be adopted by members of successful groups? Tell the class.

The most important type of people at the end of a project are Completer Finishers - those who
have the patience to scrutinize it for errors.

1C2C3C

1 Which team-member is most likely to discover helpful information for a project?

A a Team worker

B a Coordinator

C a Resource-Investigator

D a Shaper

2 According to the article, which of the following is NOT true?

A Team workers have good relationships with others.

B Plants are good at coming up with ideas

C Coordinators have strong opinions and feelings.

D Completer-Finishers are good at finding mistakes.

3 What can be inferred about Dr. Belbin?

16
A He was a Resource-Investigator

B He studied groups for almost a decade.

C He observed groups that were not successful.

D He saw the nine roles in his own research team.

Vocabulary

3 Write a word that is similar in meaning to the underlined part.

1 A good team is friendly and works well together. harmonious

2 Yolanda does her job quickly and well. efficiently

3 This project is going to be a disaster. flop

4 Be concerned with facts, not feelings. objective

5 Ms. Kent's methods are unusual, but successful. unconventional

6 A manager must learn to give work to other people. delegate

7 Paul is able to find possible solutions to problems. practical

1 harmonious

2 efficiently

3 flop

4 objective

5 unconventional

6 delegate

7 practical

4 Read the sentence pairs. Choose where the words best fit in the blanks.

1 creative / in-depth

John has in-depth knowledge of music.

Sally is creative and enjoys painting and writing.

2 scrutinize / gel

Scrutinize this document for errors.

A team needs the right people in order to gel.

17
3 strategy / passion

Helen has a strong passion for making music.

Develop a strategy for us to save money.

4 review / thrive

Some people thrive under pressure.

Roger will review all the current documents.

1 in-depth, creative

2 Scrutinize, gel

3 passion, strategy

4 thrive, review

Listening

5 Listen to a conversation between managers. Mark the following statements as true (T) or
false (F).

1 The managers’ previous project was successful. F

2 The man believes the group needs multiple coordinators. F

3 The woman suggests a team member based on his previous creative work. T

5F2F3T

6 Listen again and complete the conversation.

Manager 1: I guess that's 1 worth a shot. We need someone who takes charge. A coordinator.

Manager 2: I agree. But we 2 only want one. We don’t need two people arguing over what to
do next.

Manager 1: Good call. Let's use Erica.

Manager 2: But Erica tends to be too focused on planning, don't you think?

Manager 1: So we'll 3 pair her up with someone who can get work done fast.

Manager 2: 4 Fair enough. What do you think of Robert? He's pretty efficient.

Manager 1: I like him as an implementer, yes. So we have a leader and a hard worker - what
else do we need?

Manager 2: 5 I would say we need a plant. Somebody creative. Our client wants a really
attractive page.

18
Manager 1: You know, Bruce has designed some beautiful pages.

6 1 worth a shot

2 only want one

3 pair her up with

4 Fair enough

5 I'd say we need

Speaking

7 With a partner, act out the roles below, based on the dialogue from Task 6. Then switch
roles.

USE LANGUAGE SUCH AS:

We need to choose our team carefully.

Let's talk about personality types and roles.

We need someone who...

Student A: You are trying to put together a team. Talk to Student B about: roles, personality
types, project needs

Student B: Talk to Student A about the team and suggest members. Make up some team
members details.

7 B: We need to choose our team carefully for this web design project.

A: Yes. Last time the team didn't gel and the project flopped.

B: So who should we use?

A: Well, let's think about personality types and roles first.

B: I guess that's worth a shot. We need someone who takes charge. A coordinator.

A: I agree. But we only want one. We don't need two people arguing over what to do next.

B: Good call. Let's use Bob.

A: But Bob tends to be too focused on planning, don't you think?

B: So we'll pair him up with someone who can get work done fast.

A: Fair enough. What do you think of Sonya? She's pretty efficient.

B: I like her as an implementer, yes. So we have a leader and a hard worker - what else do we
need?

19
A: I'd say we need a plant. Somebody creative. Our client wants a really attractive page.

Writing

8 You are a project manager. Write a memo to your company manager stating who you want
in your team (100-120 words). Make up the managers' personal details. Talk about:

How many people you want

Which skills are important for your project

Who you want in your team and why

From: James Doble

To: Michael Davis

Cc:

Subject: Project Team

Michael,

I need another three people in my team. It's important to have good coordinating and planning
skills in the team. But I also need hard workers too. Creative skills are very important in this
project as the client wants a really attractive page. And of course finishing skills are always
necessary. So I want Bob on my team as he is a coordinator and good at planning. I also want
Sonya as an implementer as she will get the work done. And finally I want Bruce as he is very
creative and has designed some beautiful pages before.

Sincerely,

James

20