Sea eee ae eer Activ Bens Starting point 1. Read how four people make decisions, Who are ‘you most like? "Trust my instinct. If think too much about something, Totten gett wrong” ‘Sometimes {rush into ecisions too quickly and often regret what Ihave done ‘Tmake alist ofthe advantages and disadvantages of each ‘option before I decide. ask people I trust what they think before I make up ‘my mind. [find it arate ‘make decisions on a" 2 Isthere a difference between the way you make decisions at work and athome? Working with words | Decision-making 1. Read these texts and look at the diagrams of three decision-making processes. iL ‘Mitsubishi Matar Sales of America s changing the way it does business. "wa nou have 3 completely collaborative process using @ consensus decisionmaking model says Pere Gageon, Executive Vice President, This means that ideas are put forward by management, and are passed to other company employees loget their opinions, oh 2 45,46, 47> Frans, Stella, and Aidan are talking about how decisinns are made where they work Listen and match them tothe companies in 1. sums alarge healttood wholesaler. ‘The company is cooperative ad practises a democratic Gecision making process. Allemployees ntake partn the decision making Atthe Ford Motor Company, senior ‘management members ofthe Suategy and Business Governance ‘group deide on the cirection of the company and make the necessary decisions.3 Which decision-making process in 1 is closest to that in your place of work? 4 45b Listen to Franz again. Complete these words, 1 a discussion where different expert opinions are heard before a decision is made: con —__ 2 anargument or open conflict: con —__ 3 something you agree to accept ar do in order to reach an agreement or end fan argument: con — 4 an agreement where you get part of what you want: com 5 general agreement between a group of people: con 5 46> Listen to Stella again. Match words from the list to definitions 1-2 ‘g0for brainstorm options infavour of majority hierarchy — backing putforward carry out the power and decision-making structure of an organization: ‘generate ideas imaginatively and energetically: present / propose: choices / alternatives: support / approval ‘most of the people: for, not against choose 7 perform / execute 1 2 a 4 5 6 7 8 9 6 47> Match the verbs in A to the nouns in B to make phrases. There is sometimes ‘more than one combination. Then listen again and compare your answers. A 3 putforward your mind have major decisions express a consensus, make anidea reach confrontation evaluate a suggestion carry out asay avoid ‘ideas make up anopinion DD Formore exercises, go to Practice file 11 on page 122 7 Work with a partner, Askand answer questions using the phrases you made in 6, Example: A When did you lst put forward an idea that was accepted? B Hast put forward an idea that was accepted about a month avo 8 Work in small groups. Have a discussion on these two topics. + Youhave to decide on a dress code (what to wear at work) for all members of staff. ‘+ Someone has suggested that everybody should have the same selary, whatever their position inthe company or their responsibilities. 9 Tell the rest of the class how your discussion went. 1. What different stages did you follow? 2 How much confrontation, consensus, compromise, and consultation were involved? 3 Who put forward some good ideas and who expressed opinions? ©» Thteractive Workbook Dy Glossary suolsioag | Tr wn ae Tip | How to introduce a question To signal thet you ae goin to ak ‘question, you can begin with so, ow, ane ‘So what happens fhe woronce dest agree? ‘And does this ead to sts? Now how de you at on something ike that? Pciea] ETUCT ASMA MATOS CU) Meetings | Participating in a discussion 1. 48> In 2002, Stefan, Ilse, and Patrick founded an independent computer games shop in the backstreets of alarge historic town. Itis popular with students and ‘young people who live in the arca. A new chopping centre is opening outside town and they are discussing whether they should move their business there. Listen to three extracts from their discussion. Who 1 thinks they should start to think about growing? — 2 mentions ow easy i will be to park atthe shopping centre? 3. reminds everyone about who their customers are? ‘4. suggests keeping the shop in town as well as going to the shopping centre? 5 6 7 {is worried that there won't be any well-located shops left in the shopping centre? — ‘ould ike to wait and see what big retailers plan to do? suggests asking for independent advice? 2 ABP Listen again. Put phrases a-t Giving an opinion: Agreeing: ‘Asking f there isa general agreement: —___ ‘Acknowledging what someone else says: Summarizing what someone has sald: —___ [Asking for suggestions for future action: yelow into categories 1-6. Personally, [think we should agree with you, Linear what you're saying, (but) ‘Thats a nice idea, (but) As far as 'm concerned, it’s 1 take your paint, (but) According to So if ve understood you correctly So, where do we go from here? So are we all agreed, then? Yes, that’s fine with me Me too DD For more exercises, goto Practice file 11 on page 122.3 Work with a partner, Take turns to choose a statement about using email from the list of pros and cons and exchange opinions. Use expressions from 2. You can add your own ideas if you want. Example: A Asfaras Pm concerned, ema isthe best form of communication in business Because i 30 fist and inexpensive 2B Lhear what you're saying but you don' always get an answer straight away: A Yes, good point ros: Email is the best form of communication in business because + it’s 90 fast and inexpensive + you can send documents as attachments —no need to wait for the post + you can pick up messages wherever you are in the world «+ itgives you more time to think than a phone call does, + itmeans you have an accurate recotd of communications with a customer. Cans: Fmailis not that grest becatze ‘+ you don't always get an answer straight away + it’sot as private asa letter ‘+ you don't always have access toa computer + it’snot as personal as a handwritten letter ' easy to delete messages by mistake and therefore lose important information. 4 Workin small groups. A number of people where you work want your organization tobecome more ethical and democratic. Have a discussion on these proposals and decide whether to accept them or not. 1 All decisions will be made democratically using a ‘works parliament’ Each member of staff will have one vote for every year they have worked at the firm (with a ‘maximum of five votes) 2. Forthe health of employees, from now on the staff restaurant will only serve sugar-free soft drinks, decaffeinated coffee, and vegetarian meals. 3 As parking atthe company is limited, only cars which carry at least two employees will be permitted to park 4 Arthe moment, the highest paid worker earns ten times more than the lowest paid This will be reduced toa four-to-one ratio. © » interactive Workbook 9) Emai ES Practically speaking | How to be persuasive 1 49> Listen to these extracts and note down the four phrases the speakers use to sound more persuasive. 1 - a 2 Bp 2 Match the plinases in w meanings 2-4. ‘Tam about to mention something important we shouldn't forget. b Be reasonable. © Tam going to tell the truth as I see i, 4d Weneed to be realistic. — 3. Work with a partner or in small groups. Discuss the following statements. Give yourself a point for each time you use one of the phrases from 1. «+ First impressions are neatly always the most reliable, + Private health insurance creates inequality among people who ae ill. + All workers should receive a share ofthe company’s profits ‘+ Twoheads are always better than one, Key expressions G Giving your opinion Personaly, | think fee 1 hin shouts lnm opinion... From my point a view, ASI seeit, ‘As far 2s 'm concemed,.. Giving someone else's opinion 2X says that we should ‘Acconcing 0 x Xmaintans tat Agreeing / disagresing ‘agree. Exactly Abscluely, {couldn't agree more I dont ages, Yes, but Hi nt (quite) sure about that. That's fine with me. suoseq | TE aun Acknowledging what someone else says Yes, good point eke your pont | hear what yotre saying, |-can uncerstand what you'e seying Yes, far enough: Checking understanding Sowhat you're saying is Sof Ve flowed what you've sid, Soif | understane you conectl, Reaching 2 decision Does everyone agree? ‘re we al agreed? Is everyone happy wath that? @ » Interactive Workbook »> PhrasebankLanguage at work | First and second conditionals 1. Read this email. What advice do you think Jeff will give? = Des ef Tam ning oye to ask for your expert adhe. We've got the opnoruny gate bar zomputerghmes shop fo anew Oot oftbin shopping cere. we had soe money, Ne woul leap te shop ope oat the shoping care eo Hower, thats fo on option or us Ife ron hep ths stp, wel se cin catran wo oe eal See cars Rewer fe nove re ll nave a larger base of potential (and wealthy) customers. Wed great appcecate tif you could advse us on this mater Please could you et us know f you ae able to do so asap, Many thanks and best wishes Ise 2. Choose the correct answer from the words in itacsin the email in 4 3. Match sentences a-c below tomesnings 1-2. o Something that might or might not eppen ar the ess — Something that isimpossbe oc very unlikely o happen: — Song tha key to happen: Ifwe had more mone, we woul keep te shop Itwe don't keep this shop, we'll lose ost fou current customers ifr move, we will have lrgerbate of potential customers 4. Which word / phrase in italics in 1-2 means just imagine’? Which means ‘if not’? 1 They won't be able to get to the shopping centre unless they have a car. 2 What if we kept the shop here and opened up in the shopping centre? 9 For more information and exercises, goto Practice file 11 on page 123, 5 Work with a partner. Complete 1-7 using the meter on the left which tells you how likely the event is (7 = impossible / unlikely, C= certain / likely). Lif (in) salesperson of the month competition, [0 to Prasue to celebrate, ¢ 2 Ifourbosses listen to) us more t___ avoid) se much controntation. 3 We _____(understand) her arguments bette if she - {explain) herself more clearly. (make) faster progress. © § What_____ (you / do) when you. (retirey? 6 Wat____ (you / do) they New York? (offer) you the job in QD «+ ttpeople cooperate) more wii we. S io 7 How — (you / react) if your company —__ (relocate) N to the other side of the country? 6 Work with a partner. Discuss what you will / would do if your + company is / was relocated to another part of the country or abroad? ‘© rmis / was taken over by its main competitor? ‘» partner gets / gat anew job a long way from home / abroad? ‘+ boas job becomes / became vacant? @ mp Interactive Workbook > Exercises and TestsThe decision game ‘Work in small groups. You work at the Central Bank, a British bank with branches in most towns and cities. All of your call centres are based in the UK, in areas of high unemployment. You must make a series of decisions which will affect the future ofthese call centres. Work together and make your first ‘decision by choosing option a orb. Start at 1. Follow the instructions. Senior management want you to ext ests and imorove petblity. nd, cal anire workers are pl ve tesla thom inthe UK You deat 8 keep the ell centres nthe UK ae accept higher cass. Go to 6 b estan mare ily the cota ben of mow teal centres Go to 2. iryou tose me Uk call conte, 2.0UU js wil be lst. You donot want to ease Unnecessary panic because you at stilt the investigation stage You decide 0 1 be ope about yout plans. Goto keep your lan confidential forte ‘moment Go to 15. The nia eal conte noua sucess and Incan worker now cost thd ax much 235 UK worker and soon wl eos hall 5 mich You wil no have teak fo 3 xezperaltemativeor think of othe ples here cass mint be cheaper. Return f 4 or end here | A souspaper has un a campaign praising ‘you asthe paso bank. Ths goed for Your mage, but means that your ands oul bo edn the fur. Retum to or tnd here "Now you hee solved the union prblems, the call canes going ahead However, Uk customs say dae ao often communication prablems with ine inaan-asoa cat hanates You det a, 2 ask senior managment. invest money in staf raning Goto 3. send letter to customers exsaning the eed to sup in ind. Got 7 shareholders complain tht you ae lass profitable than val banks. They ae tl ting pressure on you to cu costs, You tec to 2 please sharholdrs by losing sme Less profitable branches, Go t09, b organize 2 rewspepe campaign elaine to tho publ wy you wart Keep te call centejois nthe UK. Go to, Customers ae even angler when they receive yout etter. They don't eae what Your motives ae. You decide to, 2 lence th complains, Go tl invest more money in stat tinn, Gores ical cone employees have es want tl consultation wich the union Yow acide to 2 Inolve the union and secs the plans with tem. Go to 12, Ignore the union and go ahead with you plans. Goto 14 You plano cose smaller ranches wil cost 500 jobs This causes protest fom the inion and fom customers wh lve nthe sal tranches. You decide to. 2 cary on with the closures. t0 10. 1b reconsider other ways outing toss, Including the cl corre etn, Go t0 2 Going ahead withthe brane closures oses tho bak several thousand customs ana ‘9018 oof napatve pulley You lose Your ob Return tor end here Your negotiion withthe union have reached roseoads, The union want to Fee UK jb losses tos miniman Yo cide to 2 keep just 150 UK cll ante jobs a snke, Goto 34, ep 400 UK jobs whies Wits the union. Goto. nin ogo ave ben sues. Bath sis have comremed, You ave ame 0 keep 250 Uk obs The cafes ous ous, Ueto rane You eal a accep the ou nen issn. Got 10 i ay where you at, ap tht you ave Survived a dat meta Return {04 oF nd hee |] Aanorycustmars contact Head Ofice and J] sine yous pesonaty responsi. ter the problems. Senior manager are happy tee you as a scpegaat You are ved ‘manage small bandh the course "tis the endo your ambos. Retr to end here, | Tere nave boon three one-dy ses ia selected benches, You decider change your postict Go to 13, bb reopen negtiston uth he in. Gotos2 Someone has leaked the story about the Ina plans to te union, You ae atacked in the press as an exprcer of sh jobs You secide to 1 deny everyting ahd go aheoa with he Plans in sere, Go t0 44, open up nepotiatons withthe Un, Goto122 1 | Practice file Working with words 4. ‘corsptose thees wiimates ofa moeting wth worded phrases from thelist, ma biorarchy putforward backing brainstorming AllTevels ofthe firm's hierarchy were represented at the ‘meeting, The meeting began with a2 sein in smal group, after which a spokesperson from each group» its three main veoposls ively discussion followed in which large supported a frst come, first served! approach to parking. A proposal to have a new self service canteen was less popular and only received the 5 of. third of those present. It was agreed that senior management would decide whether to « these decisions at their next meeting 2 Match 1-8 to a-h. 1 Heit coanyangroaoit o It's time for us to make up .. — Have you made ... — Dont bother expressing ‘They finally reached ... — 3 4 5 6 Rule ones never to make... — 7 8 She is very good at evaluating .. — a sus at today’s meeting. ’b Sdeas and presenting clear summates, © a concession without getting something n return. a compromise, which pleased nobody. a decision about my holiday request, Paula? fa confrontation, He hates arguments. ourminds about which system to adopt. 1h an opinion, He Just expects you to agree 3 Put the letters in brackets in the right order to find ‘words that match these deminitions. 1 to suggest an idea: pu!forward, (URPFOTWRDA) 2. general agreement between people: (OENSCSNUS) 3. choices or alternatives: _____(plosorny 4 assess / judge: _____(EVELAUAT) 5. an argument or open confliet, (AOTONROFNCNTI), 6 give / agree to something to get something ______ (comerriesm Business communication skills 1. Onslow Publications has had its own staff restaurant, run by Onslow employees, for years. As away of ‘cutting costs, managers are having a meeting to discuss subcontracting their catering services to an [Eewtsde company. Compete thei aiscssion with words from the list. as face agree personally thing absolutely point come agreed correctly ‘Simon ‘ Personally, think we should take this opportunity Bob 12 with Simon. Let's@____itit'sa luxury we ean‘ afford Rupert I take your * _ but we entertain important ‘guests in the old typesetters’ room and that really impresses them, Doris The ®____ i it's not just a question of money. © see it, we should treat everybody the same. ‘Some kitchen staff have been with us for twenty years Hamish 7____! they lose their jobs, they'll never find another one. Bob ®______on, Hamish! This s @ business, not an old people's home. Simon If understand you Doris, you don't ‘want to change anything, 1s that right? Rupert Well, we won't zeach a decision today. Let's review the situation in six months. So are we all 7 Good. Let's move on to the next item on the agenda, 2 Correct these sentences and phrases. 1 Accordingly to Roger, we should open another branch, ‘According Ym not quiet sure about that, ‘Yes, am heating what you say, Yes, enough fair. — As far Pm concerned ., “Thats fine to me,Language at work | First and second conditionals First conditional Form ‘f+ present simple (= condition), wil + verb (= result) ‘Ife change our supplier, wel reduce cots. Use 2 To talkabout events that might or might not happen and their results. they clase the factory down, we't have to look for another job (The factory might close down, but we don't know.) 2 Use the nist conditional if you believe that the condition is likely or possible. Hl geta pay rise, Iwill buy « house, (You believe itis likely ‘or possible that you wil gt apay rise) Second conditional Form ‘f+ past simple (= condition) would / might / could + ‘verb (= result) we changed our supplier we woul reduce costs Use 4 To talk about events that are less likely to happen. ‘you wasted iss time chatting onthe phone, you would get ‘more work done, (But | think you will continue to waste time) 2 To tak aboutimpossible or highly unlikely situations. ‘were titer, people would take me more seriously (Bu VL alwaysbe short) iran the company, Lwould make a ot ofcbonger: (But ‘am just an eighteen-year-old office clerk) 5 To talk about something hypothetical ‘we took over their company, we would have access tothe South American market 4 Tobe more polite, or achieve more ‘sacial distance! What would you say if asked you tobe Managing Director? Language tip Im second concitioal sentoneac, wo ften usa were inated of was after i, Were is more formal than was. |F were the manage, | would improve working coneions. IF was the menage, would improve working concions, when, as soon as, and unless 1 Weean use unless to mean ffnot or except. They wont fet you no the restaurant unless you're we 2 Use when / as200n as instead uti Wu show you are sure that something will happen. Compare the following. Lizwill calle when the cient arrives, (You are sure the een willarve) {Lia wil call me as soon asthe client arivs. (You ate sure the client will arrive and when the client arrives, Lz will call you immediately) ‘Hz wil call me ifthe cient arrives (Maye the client will i arrive, bt you are not sure.) Complete these sentences with the most appropriate form of the verbs in brackets, 1 Timow it won't ever happen, but what would we do_ (we / do) ifour restaurant suddenly became (become) famous? 2 Unless you___¢have) good financial planning, your expansion plans (end) in 3. Every new recruit starts with the same opportunities. If you.___ (work) hard, (you / be) promoted, 4/1f1___(know) the answer to that question, 1__ (be) a very rich person! 5 Ifyou —— (have) three wishes for your career what {they / be)? 6 Unless your work ______ improve), you (have to) start Fooking for another job 7 Tim not saying it’s going to happen, but how —__ (you / feo) ifwe — (ask / you) to work in ‘our Lagos office? 2 3 2 z ® 2 ® » 5 o 8 3 a 8 Justimagine what you — — (do) ifthe em suddenly —___ (go) bankrupt. 9 Ifyou (can) change just one thing about your working environment, what (you / do)? 10 When they ______(arrive) we (be able to) start the meeting Choose the correct answer from the words in italics, 1 We will etart working on the project as soon us / ness the budget is agreed 2 Ifwe knew more about our competitors plans, we can / out create a better strategy. 3-If/ Unless you make the decision, Ihave / Ihave to make i for you. 4 When / Unless we improve the design, it wil look / looks to0 old-fashioned, 5 She willAave to / has to accept being unpopular unless / if she becomes the boss