Copyright © 2013 Business Breakthrough Inc. Business ...

Copyright © 2013 Business Breakthrough Inc. Business Breakthrough Univ.1

Copyright © 2013 Business Breakthrough Inc. Business Breakthrough Univ.2

Table of Contents

PROBLEM

GOAL

REFLECTION

PRACTICE

SOLUTION

Copyright © 2013 Business Breakthrough Inc. Business Breakthrough Univ. 3

Problem Overview

To: YouSUBJ: Beef Imports

Dear ________,

Thank you for your input yesterday regarding our promotion of Japanese beef imports to the U.S. market. I understand your concern about limiting negative publicity for our Kobe Beef exports. However, I believe it is necessary that we address US public concern following the foot and mouth disease problem in Miyazaki, Japan. I think if we do not explain why our client’s Kobe beef is safe, the US government may stop all Japanese beef exports to the U.S.

Thanks,

You are *Public Affairs Director of a Japanese Exporter in St. Louis. One of your PR staff, Lee Van Queef, had a disagreement about how to introduce a beef product in the U.S. You received an email from Mr. Van Queef this morning:

*Public Affairs = Public Relations

SolutionGoal Reflection PracticeProblem

≪C-V≫ Lesson4: Employee Disputes


Problem Breakdown

Got It?

･ You want to limit negative publicity by pointing out Kobe Beef’s perfect food safety history.･ You want to point out the geographic difference &show how far Kobe is from Miyazaki.･ You want to inform the US that Kobe beef is 1 of the top 3 beef types and of a higher standard.･ But you CANNOT reveal the beef testing process: it is a govt issue & you have no access to it.

1. What is the main problem that your products are having?2. What is the problem you are having with your PR staff in the U.S?3. What could you say to Mr. Van Queef so he accepts your point of view?

You are Public Affairs Director at a food products exporter. You are having problemswith your U.S. PR Manager, Lee Van Queef about how to promote your Japanese Kobebeef products after an outbreak of foot and mouth disease in Kyushu beef. You thinkyou should reduce negative publicity about Kobe beef and explain that beef from theregion is safe. Mr. Van Queef feels you should explain your beef testing process andshow product safety steps used by the industry.Your goal is to talk to Mr. Van Queef and convince him to accept your approach. Youcan use the options in the box below to explain your reasoning:

SolutionGoal Reflection PracticeProblem

Target Solution



Dialogue Goal

By the end of the lesson, you will be able to use the language in the box below to resolve a dispute with an employee.You can use the language below to discuss the situation and resolve an issue related to workplace problems or approaches with your staff.

･ Do you think that’ll work (in this situation/ in this case / here)?･ I understand what you’re saying but… (I don’t think that’ll work because…)･ I’m not sure that will work because… (we don’t have access… / the government won’t…)

Target Phrases

Problem SolutionGoal Reflection PracticeGoal



Dialogue TaskBelow is a model dialog similar to the real-life situation that you will role-play with yourinstructor at the end of this unit. The sample dialog below involves a manager andemployee in disagreement about the way a software project is being installed. Look at thephrases below and insert your choice into the blank spaces in the dialog:

Select & Add

･ Do you think that’ll work here?･ I understand what you’re saying but… (I don’t think that’ll work because…)･ I’m not sure that will work because… (we need access… / people want to…)

*off-the-shelf = non customizable

Problem SolutionGoal Reflection PracticeGoal

A: I still don’t understand why we can’t just install the program the way it is, off the shelf.

B: Have you taken a look at our whole system? __________, without making changes?

A: Look, it’ll take months just to integrate this program, but if we have to change our system…

B: _________, we can’t just apply an *off-the-shelf program like this into our system.

A: Why not? I already checked the specs and it’ll easily integrate our management and HR…

B: You know, _________ we need to integrate everything from production and inventory to delivery...

A: What? We don’t have the staffing resources to handle a project that size.

B: I know, that’s why we’re talking to an IT consulting firm now. I just needed some options first.

A: What? A consulting firm? Why wasn’t I told about this?

B: It’s a management decision, Mark. This goes far beyond the IT department…



Reflection PointsWestern & Japanese Workplace Cultures

Language PointUse of “polite” English

･ In western culture, (e.g. the U.S., Canada and Australia) language used among managers or employers and staff is not usually formal or polite.･ Unlike Japan, in the U.S. or UK, staff speak to management using the same

form as they do when speaking to each other.

Nuance Point･ In the U.S. and UK, mutual respect guides how members of a company speak

to each other. You will find an employee speaking very directly and openly to their boss. Because both are trying to help their company, an employee will openly explain something they think is wrong at work.

Problem SolutionGoal Reflection PracticeReflection



Reflection PracticeNext, you will use the target phrases below in the following role-plays with your teacher. Use them if you think their opinion is mistaken:

SITUATION 1: Your sales manager Al Day, wants a work flex-time system. He feels his staff work late with overseas clients and should come to work later. But they’re paid for sales and a salary (for daytime work) so you think it’s fair.

SITUATION 2: Your secretary Ms. Clarke complains because she must come to work early to open the office. However this was part of the job description in her contract. Talk to Ms. Clarke and try to find a solution.

SITUATION 3: Your Personnel manager, Sid Vishus is unhappy because his staff have been working 3 Saturdays a month for the past 6 months. They were promised time off but until now have only gotten 4 days off. Talk to Sid.

Target Phrases

･ Do you think that’ll work (in this situation/ in this case / here)?･ I understand what you’re saying but… (I don’t think that’ll work because…)･ I’m not sure that will work because… (we don’t have access… / the other staff won’t...)

Problem SolutionGoal Reflection PracticeReflection



Practice Situation 1You will now practice using the language you learned earlier in 2 new situations to help you prepare for the role-play with Mr. Van Queef later:

･ You can use separators between staff on the 11th floor & add a meeting room on the 12th floor.･ You CANNOT separate sales groups with walls as the building only allows open floor plans. ･ You can move all 3 sales teams to the 34th floor, but meeting rooms will stay on the 12th floor.

You are administration director at your U.S. sales office. You received a complaint from one of yoursales managers, Marc Hunt, that there isn’t enough floor space in the office. The other salesmanagers have also complained about this. The lack of space makes it difficult for sales people tomeet and talk to clients at the office.

You will speak to Marc to decide what to do about the space problem. Look at your viewpointsbelow to try to come up with a resolution. You should also use the target phrases at the bottom inyour conversation:

Situation Details

Target Phrases


Feedback

Problem SolutionGoal Reflection PracticePractice

Target Solution



Practice Situation 2

･You can increase his pay to the next grade at the end of the quarter.

･You can put him on a new financing project to give him more experience and project variety.

･You CANNOT promote him to leader until he capably completes work in another project sector.

You are project finance director for a Japanese financial firm in the U.S. One of your project teammembers, Tom Cook, complained that he has not been promoted in 2 years and is now workingbelow his pay grade. He has not been promoted because he lacks the experience and projectvariety to become a leader. But he is very bright and recently brought in 2 different clients that arevery likely to bring in a good return.

Speak to Mr. Cook to try and resolve his issues. Look at “your viewpoint” below as a guide to whatyou can and cannot do and use the target phrases in your discussion.

Feedback

Situation Details

Target Phrases

･Do you think that’ll work here?･I understand what you’re saying but… (I don’t think that’ll work because…)･I’m not sure that will work because… (we need access… / people want to…)

Problem SolutionGoal Reflection PracticePractice

Target Solution



Role Play ReviewDealing with Staff Grievances

･ You want to limit negative publicity by pointing out Kobe Beef’s perfect food safety history.･ You want to point out the geographic difference and show how far Kobe is from Miyazaki.･ You want to inform the US that Kobe beef is 1 of the top 3 beef types and of a higher standard.･ But you CANNOT reveal the beef testing process: it is a government issue & you have no access to it.

You are Public Affairs Director at a food exporter and are having problems with your U.S.PR Manager, Lee Van Queef about how to promote your Japanese Kobe beef productsafter an outbreak of foot and mouth disease in Kyushu. You think you should reducenegative publicity about Kobe beef and explain that beef from your region is safe. Mr. VanQueef feels you should explain your beef testing process and show product safety stepsused by the industry.Your goal is talk to Mr. Van Queef and convince him to accept and use your explanation.You can use the options in the box below explain your reasoning:

Target Phrases


Problem SolutionGoal Reflection Practice Solution

Target Solution



Discussion & Role Play SolutionBefore you begin, talk with your instructor about the following points:

･ What does Mr. Van Queef want to explain about Kobe beef?

･ Why do you think his viewpoint differs from yours?

･ What can you do and what can you not do?

･ If you cannot convince him, what should you do next?

Main conflict discussion: Remember to ask Mr. Van Queef to clarify or repeat anything you do not understand.

Target Solution

･ You want to limit negative publicity by pointing out Kobe Beef’s perfect food safety history.･ You want to point out the geographic difference and show how far Kobe is from Miyazaki.･ You want to inform the U.S. that Kobe beef is 1 of the top 3 beef types and of a higher standard.･ But you CANNOT reveal the beef testing process: it is a govt. issue & you have no access to it.

Role Play

Problem SolutionGoal Reflection Practice Solution


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