Unit 1
Amitava Chattopadhyay says that companies need to pay careful
attention to they manufacture their products.
that
which
who
where fashion label outside the top super-luxury brands is
either already manufacturing in Aasia or thinking of it.
Almost everyMost every
Almost
Nearly
Our product includes tables, chairs and cupboards.
group
pack
package
portfolioTTI said it was sensible to increase its production in
low- markets where it was closer to some of its major
customers.
price
cost
expense
charge
With trade barriers falling, fashion houses were rushing to move
production .
faraway
offset
offshoreforeign
Fast-moving . goods, such as fresh food, have to be sold
quickly.
customer
buyer
client
consumer
Big brands tend to squeeze small, independent businesses.
outin
up
into
The Asian consumer really does believe that luxury comes from
Europe and must be made there the best.
being
is
be
to beThe Made in Italy label is important but what we are really
offering a style, and style is an expression of culture.
isto be
be
being
Renewing Sanyos Japanese licence means that almost half of
Burberrys sales at retail value will continue under licence in
Asia.
producing
produce
be produce
to be producedBig brands tend to squeeze small, independent
businesses.
outin
up
into
FillBlank
Brand l(oyalty/loyalty) is the tendency to always buy a
particular brand.
Almost half of Burberry's sales at retail value will continue to
be produced under l(icence/licence) in Asia.
If a product is d(urable/durable), it is able to last a long
time without becoming damaged.
The iDrive audio system in the 740 is top of the r(ange/range)
and incorporates the latest features to provide a rich audio
experience.
A market s(egment/segment) is a group of customers of similar
age, income level and social class.
The market f(ollower/follower) is the second best selling
product or brand.
Product lifecycle consists of introduction, growth,
m(aturity/maturity) and decline.
Unit 2
There was a on the way to the airport as there was an accident
on the freeway.
postpone
delaylateness
traffic
If something is , it is the best and most likely to bring
success and advantage.
optimumdisruptive
orienting
frustrating
As the industry faces what may be a prolonged passenger decline,
analysts say companies are under greater pressure to travelers'
concerns.
care
supply
provide
addressThe psychology of air rage is a new of
study.arearegion
location
sector
Some air rage incidents are caused by problems which are
familiar many regular travelers.
for
about
toon
Ahlberg has long understood that busy executives cannot afford
time in traffic jams as they try to reach city centre venues.
waste
to wastewasted
wasting
Executive do not particularly enjoy getting up at to catch an
early morning flight.
dawnmorning
early
sunset
analysts of the phenomenon blame alcohol, but many people now
think that the airlines are at fault.
Almost
Most
Most of
Most the
If something is , it is continuing for too long and therefore
boring or annoying.
apparent
interminableintermittent
legislative
There is increasing concern in the US about another cost-cutting
, which could seriously harm passengers health: cabin
ventilation.
exercise
doing
work
apply
FillBlank
A c(ancellation/cancellation) is a decision to stop something
that has already been arranged from happening.
City center is downtown in American English.
Economy class is coach class in American English.
If you make a r(ound/round) trip, you go on a journey and return
to where you started from.
The bank holiday weekend was a nightmare from start to
f(inish/finish).
Next year, our product r(ange/range) will include hats and
shoes.
Unrest means the disagreements or fighting between different
groups of people.
A convict is someone who is in prison because they are guilty of
a crime. Cabin and flight crews, who are in the front line of the
battle against disruptive and dangerous in-flight behavior, have
called for stiffer penalties against the offenders.
To cram means to force a lot of things into a small space, or to
do many things in a short period of time.
Legislation is a law or set of laws suggested by a government
and made official by a parliament.
Concession is something which is allowed or given up, often in
order to end a disagreement, or the act of allowing or giving
this.
Unit 3
10. in a quiet neighbourhood in central Da Nang, the local Cao
Dai temple is worth a quick visit.
Location
LocatedTo locate
Locative
It is only clearer now that true reform is necessary torules and
regulations that inhibit competition.
affirm
abash
abolishabase
The team achieved a very substantial change in culture by being
very clear at the that it was creating a new and different culture
from the two companies that merged.
begin
first
outset
setting
The new computer virus could all the data off your hard
disk.
swap
wipediscard
spite
They are starting a new of negotiations with ABC Steelworks next
month.
circle
roundschedule
roundabout
Many organizations talk about doing more business
electronically, implementing cost-cutting .and improving
efficiency.
methodologies
measuresmeans
ways
The real power of the company are its 135 supervisors, each of
whom leads a team of up to 50 cleaners.
roles
players
workers
employees
He looked for a way to get out of thecorporate life by
exchanging his time for money.
constructive
conventionalconvalescent
conservative
Laptops and cell phones are standard for all supervisors at
SOL.
equipments
equipmentmachinery
machines
AB has approximately 2,500 employees in three large call centres
in cities in South of England.
work/locate
working/locating
working/located
worked/located
To cut costs and increase efficiency, AB is now considering a
number of options concerning the location of its call centres.
concern
concerningwhat concern
which concerning
In SOL, its cleaners wear red and yellow jumpsuits that
reinforce the companys image.
upbeat
beating
beaten
downbeat
FillBlank
If an organization is b(ureaucratic/ bureaucratic), it has
complicated official rules which may seem unnecessary.
In a h(ierarchical/hierarchical) organization, everyones status
is clearly defined.
If an organization is c(onservative/ conservative), it tends not
to like or trust change, especially sudden change.
A company car and a mobile phone are some of the p(erks/perks)
that come with the job.
If you are f(anatical/fanatical) about something, you are every
interested and eager to do it.
If something is in chaos, it is in a state of total confusion
and lack of order.
They accused the striking workers of being in b(reach/breach) of
contract.
There was a growing c(onflict/conflict) of interest between her
business dealings and her position as a politician.
In order to keep our competitive e(dge/edge), we are at Free
Horizons must continue to provide unique travel services and remain
totally customer-focused.
Unit 4
The company has the plans to redevelop the disused car park
site.
worked
finalized
wrapped
winded
Reducing the number of employees is the best way to stay
profitable in the current economic .
air
atmosphere
climateweather
We often perceive change as a threat to our stability, our
self-esteem and our values. It is therefore hardly surprising that
the most frequent reaction to change is .
persistence
resistanceconsistence
competence
Shoppers complained about poor quality .and high prices.
merchandise
merchant
commerce
enterprise
Business leaders need to in mind that change is a natural part
of the human condition and introduce change carefully for it to be
successful.
expect
consider
bearhold
vendors design their own booths and are encouraged creative.
be
being
to beis
The department stores steady of market share may be because the
concept was born in a different era.
lose
losslosing
lost
The seating plan has been reorganized to new staff.
accommodateaccomplish
account
accede
I received the years results yesterday and I am delighted to
announce that our company has had fantastic year.
other
others
the other
another
Last year we had our fifth consecutive year of growth with$98
million in net profit.
consecutivecontinuity
continue
consequent
FillBlank
He was the managing director in c(harge/charge) of a workforce
of 28 people.
A w(holesaler/wholesaler) is someone who buys and sells goods in
large amounts to shops and businesses.
Last year, LHDA d(ecentralized/ decentralized/
decentralized/ecentralized) the decision making process to the
construction sites via field operations branches.
Consignment is an amount of goods that is sent somewhere.
T(rade/trade) secret is a secret technique used by a company in
manufacturing its products.
Change is easier in flatter organizational structures than in
h(ierarchical/hierarchical) ones.
A supportive style of management, together with adequate
training, can also boost self-confidence and so help staff
c(ope/cope) better with change.
Unit 5
Yahoo has strengthened its European with the $578m acquisition
of Kelkoo, the French-based shopping service.
appearance
presence
face
staying
The European online retail market is forecast to 116bn in the
next three years.
growing
will grow
grow
to growWal-Mart yesterday really surprised investors when it a
strong note of optimism.
sounded
rang
heard
talked
It is an excellent business if a manager can follow all
guidelines and motivate workers to work in a safe environment.
doing
working
practiceaction
Gains in Targets credit card business, as well as both its
Target Stores division and Marshall Fields stores, a small drop in
pre-tax profit at Mervyns department store chain.
setoff
offset
outset
set out
using a new distributor, our costs fell giving us a gross margin
of 40 per cent on our product line.
as a result
the result
resulting
as a result ofaction by train drivers seriously affected
rush-hour services.
Commercial
Business
Industrial
Corporate
Our performance in Italy should improve significantly the
bankruptcy of our biggest competitor.
followingfollowed
follow
follows
FillBlank
A bank s(tatement/statement) is a printed record of the money
put into and removed from a bank account.
A c(redit/credit) card is a small plastic card which can be used
as a method of payment, the money being taken from you at a later
time.
A r(ecession/recession) is a period when the economy of a
country is not successful and conditions for business are bad.
Bankruptcy is a situation when a company are unable to pay what
it owe.Intellectual property is someone's idea, invention,
creation, etc., which can be protected by law from being copied by
someone elseGross m(argin/margin) is the difference between the
sales and the production costs.
Dividend is the part of the profits of a company that is paid to
shareholders for each share that they own.
Earnings per share are a companys p(rofits/profits/profit/rofit)
divided by the number of its shares.
OTC is the abbreviation for over the c(ounter/counter).
Unit 6
Improvement in the jobs means improvement in state revenues,
which in turn may help out Carroll County.
image
painting
illustration
pictureTarget has a more upmarket and style conscious image than
other discount retailers.
grown
cultivatedraised
plough
Unfavorable news stories have appeared foreign companies working
in the area.
attack
attacking
attacked
attacks
He let his actions his talking for him.
make
work
doexecute
After the war he .. a gamble on oil rights on a barren stretch
of land between Saudi Arabia and Kuwait.
did
tookcaught
hold
Research capacity building is seen as three legged: individual,
organizational and enabling environment.
chair
seat
throne
stoolWhere a worker fails to comply with the company'sof
practice, the supervisor is responsible to verbally advise the
worker.
model
ciper
codesystem
Say the word 'Australia' and a vision of beaches and blue seas
immediately to mind.
arrives
springs
summers
steps
Nike uses a of global ad campaigns such as good v evil and local
advertising such as its famous poster campaigns in the UK.
group
cooperation
mixture
mix
After Mac sales tapered off in late 1984, Apple faced a serious
problem because management had essentiallythe future of the company
on the new computer.
play
betdanger
chance
At Nike, there is a . decision-making process that gives
marketing directors real power.
streamed
streamlined
straightened
hardened
My number one advertising principle-if I have one- is to wake up
the consumer, concludes Knight, with an absolute that is unique
among modern-day chief executives.
conviction
submission
admission
confliction
Knight has an absolutely clear and strategy to use celebrity
athlete endorsement.
commitment
committing
committed
commit
Focus has been asked to present ideas for advertising campaigns
to the managements of the companies
concerning
concern
concerns
concernedFillBlank
Long term success requires you to have a solid plan which
includes a well-t(thought/hought)-out approach to map out how you
are going to meet your objective.
H(oardings/hoardings) are large boards used to display
advertisements.
Product l(ine/line) is a number of related products offered by a
supplier, which often cover the needs of several different
segments.M(erchandise/merchandise) is goods that are bought and
sold.
If you have something to sell, you can p(lace/place) an advert
in the local newspaper.
Code of p(ractice/practice) is a set of standards agreed on by a
group of people who do a particular job.
Thirst q(uenching/quenching) is a term that describes a drink
that stops you feeling thirsty.
Unit 7
Hospitality in the UEA is very important but should not be as
future commercial success.
explained
clarified
illuminated
interpretedIn Russia, lunch has many and is obviously the big
meal of the day.
sequences
coursesprogresses
programs
It may be true that cultures are becoming more alike under the
effect of globalization and mass tourism. However, there often ..a
gap between any two given cultures.
remains
are
be
remaining
Although I know them all very well, I have to my colleagues by
their surname.
talk
addressdeal
speak
The ball is in your means it is your responsibility to take
action next.
hand
courtcourse
fingers
To have it . with somebody means to try and settle a dispute by
talking about it.
in
out
off
about
The hosts will normally begin with polite (How are you? How are
you enjoying your visit? etc.)
enquiries
requires
requirements
requests
As a gesture of respect, your host is likely to open and
carefully examine your gift in your .
appearance
present
presence
view
FillBlank
A c(ounterpart/counterpart) is a person or thing which has the
same purpose as another one in a different place or
organization.
If you give somebody o(ffence/offence), you upset and hurt his
feelings because you are rude and show a lack of respect to
him.
Danes prefer to get d(own/down) to business quickly. Pre-meeting
small talk will be limited.
R(egardless/regardless) of how you feel, refusing an invitation
of any kind may give offence.
F(urther/further) to your letter of 10 January, I would like to
thank you for your kind invitation.
What enables us to b(ridge/bridge) the gap between countries is
often called cultural awareness.
Empathy, i.e., openness of mind and heart, together with a
willingness to step into someone elses s(hoes/shoes), is a
necessary condition for such an awareness to develop.
All the behaviors, beliefs and values that we have always taken
for g(ranted/granted) may indeed appear strange to someone from
another cultural group.
Unit 8
Sometimes, candidates will take a psychology test before the
interview to assess their mental ability and skills.
reasoningseasoning
realizing
recognizing
High performers are peopleapparently limitless energy and
enthusiasm, qualities that shine through even on the bad days.
on
whose
that
with
High performers are full of ideas and get things quickly and
efficiently.
do
donedoing
to do
These days, many applicants submit their CV to companies they
would like to work for.
cumulatively
speculatively
relatively
comparatively
High performers inspire others not just by pep talks but also
through the force of their example.
sheer
severe
fierce
hard
FillBlank
My favorite company advertised a v(acancy/vacancy) for a sales
representative last week.
It is a good idea to assemble an interview p(anel/panel) rather
than conducting interviews alone.
After the employer has made a job o(ffer/offer) to you, the
employer can require that you take a medical exam.
These days, its normal for successful candidates to have to work
a p(robationary/probationary) period in a company.
If you are m(eticulous/meticulous), you are very careful and
with great attention to every detail.
Unit 9
Countries faced new pressure in their efforts to develop the
economy, people's living standards and maintain social
stability.
rise
raiseinflate
average
Roy us a very good price and has done a fantastic job on
repairing the carpet damage caused by the cat.
brought
quoted
showed
presented
According to a recent study it is expected that the iPhone
willthe market for smartphone usage among US Physicians. manage
monitor
dominateadminister
About two decades ago, the supporters of globalization promised
that free trade would bring a to people in both developed and
developing countries.
prosperity
property
appropriateness
properness
To means to make laws, systems or attitudes less severe.
liberalize
decentralize
deregulate
subsidize
If we placed a very large order, 15,000 boxes, would you be able
to dispatch immediately?
sayspeak
example
instance
For its supporters, fair trade is an example of how world trade
can and should be run to poverty.
deal
tackle
cope
challenge
Technically, fair trade could be banned because WTO rules
prohibit differentiation between products on the basis of their .
of production.
meansmeaning
methodology
significance
The two companies have had some initial by email and now a
face-to-face meeting is required.
correspond
correspondenceresponses
exchanges
FillBlank
Organizations and individuals that conduct the exploitation of
natural resources shall have to c(omply/comply) with all
regulations on declaration.
It is difficult for foreign brands to b(reak/break) into
Japanese market.
If you want to place an o(rder/order) online, you will have to
type either your credit card number or your customer account
number.
Millions of people have, especially in developing countries,
work in s(weatshop/sweatshop) conditions, working long hours in
many unsafe and unhealthy condition for meager wages.
Our company is trying to b(reak/break) into the Chinese market.
We plan to put our new model on the market next winter.
If a government is
l(aissez-faire/aissez-faire/laisser-faire/aisser-faire), it does
not have many laws and rules which control the buying and selling
of goods and services.
Unit 10
If anything, service volume was trending downward because of the
lack of consumer .. in Southern California earlier this year.
belief
reliability
confidenceopinion
Second-half results will be hit by both the costs of cleaning
the plant and a fall in sales caused by bad .
public
publicitypublication
publication
The problem was discovered during the checks performed on the
aircraft after the arrival at Changi airport.
habitual
usual
normal
routineBargains & Quality offer a wide range of free
standing or built in domestic , including dishwashers,
refrigerators, washers & dryers,
cookers.appliancesapplications
applicants
applies
Even though Mieles manufacturing costs are higher than of its
competitors, the company says these are justified by its ability to
produce appliances that, despite their high prices, people want to
buy.
that
those
which
what
The company has built up a tremendous loyalty among consumers
who know that the brand stands quality.
up
about
for
with
FillBlank
W(hite/white) goods are large electrical goods for the house,
such as cookers and washing machines.
Domestic a(ppliance) is a device, machine or piece of equipment,
especially an electrical one that is used in the house such as a
cooker or washing machine.
C(ompensation/compensation) is the money that is paid to someone
in exchange for something that has been lost or damaged or for some
inconvenience.
We have a policy of zero d(effects/defects) so we surprised when
shortly after the launch, we received complaints about the
durability and reliability of this product.
The relaunch of the product failed due to lack of consumer
confidence caused by bad p(ublicity/publicity).
Unit 11
Big business is being asked to explain itsto a growing number of
social, ethical and environmental concerns.
access
approachway
road
China and South Korea promised anti-dumping.
to avoidavoiding
avoid
avoided
Oil and mining groups have to make public their payments to
developing countries in to fight corruption.
a trial
an effort
an effect
an advance
Kraft announced in July it would cut fat and sugar in its food,
limit sizes and stop marketing in school.
dieting
eating
portionpart
The company published the first independent audits of their
supplier factories, along with the taken to improve often terrible
labour standards.
steps
schedules
acts
activities
FillBlank
Someone who is law-a(biding/abiding) obeys the law.
I(ntegrity/integrity) is the quality of being honest and having
strong moral principles that you refuse to change.
A s(weetener/sweetener) is a gift or money given to persuade
someone to do something, especially in a way that is secret and
often dishonest.
Unit 12
The concept behind IKEAs amazing success is unbelievably simple:
make affordable, well-designed furniture available to the .
crowds
massesgroups
humans
It is Ingvar Kamprads ideas and values that are at the of Ikeas
philosophy.
heart
centre
coremiddle
All Ikea executives are strongly discouraged traveling first or
business class.
to
with
about
fromAll Ikea executives are aware of the value of cost-.
consciousnessrecognition
realization
concern
Mr Kamprad is determined that the group will not public, because
short-term shareholder demand conflicts with long-term
planning.
goexchange
step
advance
The informality and of hierarchy are emphasized by his dress
style, with an open-necked shirt preferred to a tie.
short
lack
absent
disappearance
FillBlank
If you are h(umble/humble), you are not proud or not believing
that you are important.
Stock e(xchange/ exchange) is a place where shares in companies
are bought and sold.
A d(yslexic/dyslexic) person has difficulty with reading and
writing.
One of Mr Kamprads characteristics is his obsessive
a(ttention/attention) to detail.
Unit 13
Kraft's vision is to consumers' needs and making food enjoyable
and healthier.
meetplease
give
provide
In an attempt to encourage growth, some companies offer bonuses
for innovation or hire stars from outside.
fatrich
thick
vast
Coke, Kraft and Unilever are just a few of the that are
struggling to innovate and build the brands they already have.
vasts
huges
significances
giantsFillBlank
C(ore/core) business of an organization is its main or essential
activity.
Expecting immediate r(eturns/returns/return/ eturn) on the
investment is not a good strategy no matter the market.
A f(ocus/focus) group is a small group of people who are asked
to discuss and give their opinions about a particular subject. The
information obtained is used by people doing market research.
A(nonymity/anonymity) is the condition of being unknown or
namelessness.
If you are i(ntuitive/intuitive), you use your feelings rather
than facts to consider things.
Unit 14
Samsungs market capitalization exceeded .. of Nokia last week as
this fact became evident in the companies first-quarter
results.
which
thatthose
it
Nokia seems to realize how potentially serious its situation is,
but two obstacles in the way of Nokia regaining authority.
run
drive
sit
standFillBlank
As Americans, we believe there ought to be a level playing
f(ield/field) for everyone. Even if we don't expect to finish
first, we do expect a fair start.She seems to be able to anticipate
the market, which helps her to stay ahead of the g(ame/game).
IndiateMistakes
Midterm
1. The way service staff (deal) with (their) customers (reflect)
clearly how they (themselves) are managed.
2. Employees (express) attitudes, behavior and (emotional)
towards customers that reflect their own feelings towards their
(work), and these sentiments are (determined) by their
managers.
3. (Employee morale) is (closely), directly and positively
(relate) to customer service (satisfaction).
4. Researchers have (pointed out) that even employees own
(perceptions) of quality of service (they provide) are related to
both their personal job satisfaction and (productive).
5. (When) organizations treat their employees (good), the
employees treat (their) customers (accordingly).
6. When organizations and the work group (have) policies and
practices (aimed) at (maintain) service quality, customers will be
(happier) with those services.
7. The more a companys employees (have) contact with customers,
the more (its) morale and (organizational) policies (affects)
customer satisfaction.
8. All (service) organizations (investment) in (trying) hard (to
get) excellent customer service.
9. Managers in service industry (know) that (other) factors
(beyond) their control affect staff morale, mood and (to
service).
10. (Demanding) and rude customers can (weakens) the morale of
(staff), (no matter how) well they are treated by their
managers.
Final exam
1. While leadership (can be learnt), it cannot be taught. It is
a skill (that), like swimming or flamenco guitar, is (develop)
through personal (experience) and coaching.
2. (It) has become generally (accept) that our organizations
need (better) leadership if they are to survive and prosper in
(these) difficult times.
3. (Well-led) companies know that leaders are (made), not born,
and (invests) in the (development) of their future managers.
4. In spite of the energy (devoted) to leadership development,
the (return) on investment rarely comes (up to) the hopes and
(expects) of participating executives or company sponsors.
5. (Accustomed to) planning for annual improvements in her basic
business (strategy), Anne failed (notice) changing priorities in
the (wider) market.
6. Although she (had built) a loyal, high-performing team, she
had (few) networks outside her group (to help) her (anticipating)
the new demands.
7. Anne needed to (acquire) the (able) to think creatively and
(consider) a broader range of forces in (finding) new strategy for
the group.
8. (As) a leader, Ann is expected to (identification) new trends
and (spot) new opportunities in the business (environment).
9. She is (also) expected (to recognize) new partners and (find)
new ways of (bring) them on board.
10. To be (success) at the next level, Anne had to change her
(perspective) on (what) was important and accordingly what she
would spend her time (doing).
Resit
1. India (outsourcing companies) now have (a large share) of the
US and UK IT service markets, but Indian and Asian (companies) have
found it (is harder) to make headway in northern and central
Europe.
2. Indian IT services companies can provide (large numbers) of
skilled graduates (with) good English. However, (far fewer) Indian
graduates speak good German, and Indian (business) are less
experienced in the culture and business practices of mainland
Europe.
3. This (cultural gap) and (grow pressure) on companies in
Germany (in particular) to cut costs, present (an opportunity) for
eastern European contractors.
4. (When it comes to) IT skills (in depth), India still has (the
edge), and IT services companies in Poland, Hungary and Czech
Republic (cannot be compete) on cost alone with India, Malaysia or
China.
5. However, the high standard of (general education) in eastern
Europe, and (healthy supply) of graduates with both languages and
business experience, mean that the region is attracting
(interesting) both among the large (outsourcing providers), and
among their customers.
6. In Latvia, for example, there is a (significant pool) of
experienced IT (professions) (particularly) in research institutes
- and IT graduates, (says) Valdis Lokenbahs, president of Dati
Group, the countrys largest IT services provider to the western
market.
7. Latvias location is an (advantage) in (itself) and an
opportunity to (combining) eastern and western (business
cultures).
8. Its IT (experts) can (also) (work) in several European
(language).
9. In the European market, language skills are (an issue), (in
particular) in tasks (where) employees deal (direct) with
customers.
Midterm
MC 1_reading
BEC Vantage Masterclass Workbook, P.6
WHAT ARE THE ORGIGINS OF COMPANYS STRUCTURE?
If we look at the structures of companies, we can see how they
have reflected the current mix of ideologies at any one time:
political, social, legal and economic, to mention but four. One the
other hand, we can also say that structure is a normal feature of
human nature. In other words, we prefer organization to chaos and
we respond well to clearly defined areas of activity. In this way
we can see in the earliest communities the beginnings of
organizational structure.
If we look for the practical applications of this thinking, a
good starting point is the Ford Motor Company. Henry Ford, who set
up his automobile manufacturing company in 1903, firmly believed
that efficiency in the workplace was based on providing just that
mix of knowledge and skills required to carry out a single, often
repetitive, task. Therefore the training provided to his workers
focused on what was needed to do the job.
Today, companies structured according to this approach would be
considered very minimalist, since they are only concerned with
narrow areas of competence. Modern management has had to pay much
more attention to the needed of the workforce and find ways to
motivate them. Todays worker is not only a unit of production, but
also a resource with clearly defined needs and wants. This, in
turn, has had implications for companies in the way they structure
and organize their activities. This move to a more human face came
at a time of rapid industrial change and gave the workers a new
position in the company hierarchy. In addition, management began to
change, moving away from more autocratic models, where a single
leader has total power, to broader ones involving a greater degree
of power-sharing. This breadth was reflected in the particular mix
of skills needed for success. These can be summarized as:
( planning what needs to be done
( leading the team of colleagues and workers who are going to do
it
( organizing the work in the most efficient manner
( controlling what has been done to ensure that it meets the
plan.
These four areas have remained the cornerstone of management.
While companies may have changed their hierarchies and become
leaner and flatter, the tasks carried out by managers have remained
largely unchanged. The Marketing Manager needs to prepare the
marketing plan, in terms of activities and budgets; then he or she
needs to ensure that the plan is communicated to all those who are
to be involved in its implementation; after this stage come the
implementation itself and the manager needs to organize the work of
those who are to carry it out; and finally to complete the process,
the results need to be compared against the plan. What we have
stated for the Marketing Manager is repeated throughout the
company, with minor adaptations to fit each departments activities
and concerns.
1. The company structures are based on
four principles.
more than four principles.human nature.
primitive societies.
2. According to the author, people like to
live in a well-ordered society.work together on shared tasks
have a degree of risk in their lives.
work in clearly defined organizations.
3. Henry Ford provided
a wide-ranging traning for his workers.
very repetitive training for his workers.
beliefs and visions for his workers.
narrowly focused training for his workers.4. Todays workers
are simply tools of production.
have lower expectations than their predecessors.
have recognizable requirements and wishes.are more efficient
than their predecessors.
5. According to the author, successful managers need
to exercise a range of skills.to be good at planning tasks.
to lead by example.
to follow models from well-established companies.
6. Why does the author give marketing as an example?
because it is a typical management areabecause it is a unique
management area
because marketing is central to all company structures
because companies today are marketing-driven
MC 2_ Reading
Cambridge BEC Vantage, test 3, part 3, p 62
MORNING, NOON and NIGHT
The long-hours culture at work
Working an eight-hour day is a luxury for most professional
people. Nowadays, the only way to guarantee an eight-hour working
day is to have the kind of job where you clock on and off. Those
professionals who have managed to limit their hours to what was, 20
years ago, the average do not wish to identify themselves. I can
quite easily achieve my work within a normal day, but I dont like
to draw attention to it, says one sales manager. People looked at
me when I left at 5 oclock. Now, I put paperwork in my bag. People
assume Im doing extra hours at home.
But more typical is Mark, who works as an account manager. He
says, My contract says I work from 9 until 5 with extra hours as
necessary. It sounds as if the extra hours are exceptional. In fact
,my job would be enough not only for me, but also for someone else
part-time. The idea of an eight-hour day makes me laugh! He says he
has thought about going freelance but realises that this doesnt
guarantee better working hours.
Professors Cary Cooper, occupational psychologist at the
University of Manchester, is the author of the annual Quality of
Working Life survey. The most recent survey found that 77% of
managers in Britain work more than their contracted hours, and that
this is having a damaging effect on their health, relationships and
productivity. Professor Cooper is critical of the long-hours
culture. He says that while bosses believe long hours lead to
greater efficiency, there is no evidence to support this. In fact,
the evidence shows that long hours make you ill.
There are, he says, steps that can be taken. One is to accept
that the in-tray will never be empty. There are always things to
do. You just have to make the rule that on certain days you go home
early. Prioritising work and doing essential tasks first helps, he
says. He also thinks its time to criticize bad employers and
unreasonable terms of employment. By all means, show commitment
where necessary but when expectations are too high, people have to
begin saying openly that they have a life outside of work.
Personal development coach Mo Shapiro agrees that communication
is important. Staff need to talk to managers about the working
practices within a company. Both parties should feel that the
expectations are realistic and allow them to have responsibilities
and interests outside work. She recongnises, however, that in many
organizations the response might well be, If you want more
interests outside work, then find another job.
She believes that senior staff have a duty to set an example. I
recently worked for a firm of solicitors where the partners started
at 7.30am. What kind of message is that to send to the staff? She
believes there is no shame in working sensible hours C in fact
quite the reserve. Some people might be in at 7.30am but will be
doing very little. You can work really hard from 9 to 5 and achieve
the same. If you find it difficult to achieve an eight-hour day,
there is, as a last resort, the old trick of leaving your jacket on
your chair and your computers switched on, even after you have left
the building.
13. What does the writer say in the first paragraph about people
who work an eight-hour day?
They are reluctant to admit to this.They are disliked by their
colleagues.
They are limited to certain professions.
They often catch up on work in the evenings.
14. What does Mark say about his work?
His main concern is job security.
Too much of his time at work is wasted.
The terms of his contract are misleading.
He objects to being given other peoples work.
15. What does Cary Cooper say about recent trends in the
workplace?
He believes that a long working day is counter-productive.
He has doubts about the results of the Quality of Working Life
survey.
He says that employers should accept the link between working
hours and safety.
He argues that further research is needed into the relationship
between work and health.
16. How does Cary Cooper think people should deal with the
requirements of the workplace?
Obtain help in negotiating terms of employment.
Let people know when demands are unreasonable.
Delegate the less important work to other staff.
Accept that the modern workplace is a competitive place.
17. What does Mo Shapiro see as a problem for employees
today?
They lack the communication skills that modern business
requires.
Many employers would not regard requests for shorter hours
favourably.
Most employers do not want to be responsible for the
professional development of staff.
They have difficulties adapting to the rapid changes occurring
in working practices.
18. What does Mo Shapiro think about present working hours?
In many companies senior staff need to work a long day.
The best staff are efficient enough to finish their work within
eight hours.
There are too many staff deceiving employers about their hours
of work.
Top executives should use their influence to change the
long-hours culture.
MC_ Reading 3
BEC Vantage Test builder Test 2, part 3, p.41
SELECTING YOUR BUSINESS NAME
SELECTING YOUR BUSINESS NAME
The right business name is important. If you choose the wrong
one, you might end up with something that sends all the wrong
messages. To be successful, your business name needs to define your
identity and say whats special about what you are offering. Think
about the market you want to sell into, and why your customer will
prefer to buy your product or service rather than someone elses. A
good business name is one that tells customers what to expect. For
example, Early Learning Center appeals to parents because it tells
them that the toys it sells are educational.
Illiterate names have caught on everywhere, that is names that
involve deliberately misspelled words. Kwik-Fit, the company that
promises to fit car parts speedily, was one of the fist in the UK.
The name was the brainchild of Kwik-Fits chief executive, who, as a
schoolboy, earned extra pocket money cleaning ovens. He advertised
himself as Kookers Kleaned! Some people grumble about these
misspellings, arguing, for example, that children will copy them,
but even these purists dont hesitate to buy an ice cream from Phun
Phlavours! These misspellings work because they catch the eye. The
trouble is, as more and more are invented, they lose their
impact.
But unusual names are not always the most effective. Names like
Tie Rack or Body Shop which just say what your company is about can
work just as well. They are short, and they have an honest
no-nonsense ring to them. Sometimes using a personal name can
achieve the same effect: Laura Ashley projects a gentle and elegant
image that makes the customer feel comfortable about buying that
companys products.
If you are providing a service, decide whether your company name
should describe our customers problem or your unique solution to
the problem. For example, a vehicle breakdown service could call
itself Panic Breakdowns, which only serves to emphasize the
negative state of mind of the customer; or Instant Rescue, which
sends out a reassuring message that help is at hand. Which name
would you select if you had a burst water pipe: Flood Warning or
Peace of Mind?
Consider too the impact your name will have when people hear or
read it. What effect does it have when spoken over the telephone?
Snappy Happy Snaps may describe your photographic agency, but it
sounds ridiculous over the phone. When your name appears in Yellow
Pages or similar directories, usually amongst a hundred others
offering a similar service, you want yours to be the one that
catches the eye. One trick is to ensure that the first letter of
your name appears early in the alphabet. A business in Finland
called itself by the meaningless name Quello, simply because there
is no letter Q in Finnish, so Quello was the only entry in the
directory under that letter!
If you deal with overseas customers, check that your name wont
cause your problems. A good translation agency will help you avoid
the trap of choosing a name that means something offensive in
another language. There is a famous case of stick deodorant
manufactured by an Asian company who had selected a name which
meant something really bad in English. The matter was made worst by
the instruction printed on it in English, which read Push up
bottom.
49. According to the writer, a business name is a good one if
it
identifies your market needs.
avoids confusion with other companies.
creates a different kind of image.
persuades people to use your company.50. What is the writers
attitude to the use of illiterate names?
They have been used so much that people no longer notice
them.
They are bad because children will learn wrong spellings.
They are good because people find them amusing.
They fail to describe the service or product accurately.
51. What does the writer like about simple company names?
They accurately describe the product.
They inspire confidence.They give a personal touch.
They are easy to remember.
52. Which name, Flood Warning or Peace of Mind, would the writer
probably prefer?
Flood Warning because it shows the company understands the
problem.
Peace of Mind because Flood Warning sounds more serious than
burst pipe.
Peace of Mind because it is designed to comfort the
customer.
Flood Warning, because few people know the expression peace of
mind.
53. According to the writer, you can help to make your company
name stand out by
using an initial letter that gets your name into the front of
directories.
making sure the name that people has an unusual letter in
it.
choosing a short name that people can say easily over the
phone.
putting your advertisement in several directories.
54. What advice does the writer give to companies who sell
overseas?
Provide a translation of your company name into your customers
language.
Use a good translation agency to translate the product
instructions.
Describe your product in simple language that a foreign customer
can understand.
Be sure that your company name is not a rude word in another
language.
Matching 1_Reading
BEC Vantage Masterclass Workbook p24
Read the article about dress codes. Choose the best sentence
from below to fill each of the gaps. Do not use any letter more
than once.
DRESS CODES
The dotcom boom at the end of last century had many effects on
our behavior at work. Industry observers have commented for years
about the more relaxed style of the hi-tech start-up companies.
Flat, non-hierarchical structures and a very informal communication
style are to symptoms of this style which can be observed from
within one of these companies. (0) G
For years the dark suit, the plain white shirt and the sober
choice of tie have been the corporate uniform of men at work. (1).
. Large organizations even had a written dress code which specified
the limited range of colours and styles that the employee could
choose from. Only in the so-called creative industries such as
advertising were employees encouraged to show their
individuality.
Towards the end of the twentieth century, we began to see
earliest signs that the days of corporate conformity were coming to
an end. Some companies introduced casual Fridays on which employees
could celebrate the approaching weekend by discarding their suits
and ties and putting on chinos and sport shirts. (2). . These
developments move at different speeds in different parts of the
world. The impetus, as with many business trends, comes from
America, and it is hear that you are most likely to see the
above-mentioned jeans and T-shirt worn by the CEO of Silicon
Valley-based electronics multinational. (3). . The feeling in these
institutions is that they still need to adapt to the customers
cultures rather than impose their own.
Business behavior is not only influenced by the States. Climate
and culture also have a large role to play. In many Asian cultures,
business people dress conservatively but, its hot, they do not feel
obliged to wear jackets. (4). . The chic little black dress might
be the ultimate in good dress sense to a French secretary but much
too flimsy for a businessperson brought up in a Muslim
community.
For the international business person, the best advice is
probably to err on the side of conservatism. (5). . We need to be
aware of the signals we send through our dress. He regimental tie
might be a badge of honour for the traditional English male but
could be considered old-fashioned military posturing by the younger
generation.
A. However, in many cases jeans and T-shirts were not encouraged
at that time.
B. Looking too smart is definitely preferable to appearing too
casual.
C. Dress is a sign of internal culture of the organization.
D. In contrast, European companies often made distinctions
between staff who work face-to-face with customers as opposed to
the back-office boys.
E. Women joining these companies were expected to conform by
wearing dark suits and conservative blouses.
F. In addition, businesswomen in many countries continue to wear
traditional dress and may be offended by Western women who they
feel are dressed provocatively.
G. The most visible external sign of this relaxed style is the
way that most employees tend to dress down.
1-E;2-A;3-D;4-F;5-BMatching 2_reading
BEC Vantage Masterclass Workbook p26
Look at the statements below and the information about training
courses. Which course (A, B, C or D) does each statement 1-7 refer
to? For each statement, mark one letter.
1. You will not need to use some of these letters more than
once.
2. This is an active course where other people give you their
opinions on your performance.
3. This course deals with translating what a customer wants into
actual sales.
4. You will be introduced to system for processing customer
information.
5. It helps sale people finalize the deal.
6. You will need to understand yourself as well as understand
your customers.
7. You will analyze the personalities of other members of your
sales team.
A. CLOSE THE SALE
This course focuses on the final and absolutely vital phase of
the sales process.
Do you have difficulty getting the customer to sign on the
dotted line? Do your monthly sales figures disappoint you and your
Sales Manager? If the answer is yes, this course is the one for
you. We will be looking at the transition from establishing the
need to making the sale.
B. RAPPORT BUIDLING
Selling is 80% about relationships. The key to success are
self-knowledge and customer knowledge. Starting with a 360-degree
profile we will be building your understanding of your own
strengths and weaknesses. Then we will be looking at the strengths
and weaknesses of the rest of your team and focusing on the
relationships. This will be the springboard to some real learning
as we simulate the sales relationship. A really insightful course
which will lead to greater understanding and skill.
C. CUSTOMER MANAGEMENT
A two day course which introduces you to a key resource the CMT
the Customer Management Tool. Based on the very CDB- an easy-to-use
customer database the CMT is a powerful tool. It allows you to
actively manage your customers and so maximize sales. Sales action
planning becomes transparent and a really effective way to manage
yourself and your team.
D. DEALING WITH OBJECTIONS
An objection can kill the sale just at the moment you thought
you had it all signed and sealed! The customer hasnt got the
budget, the competitor has a long-standing relationship, the price
is not flexible enough. Dealing with these sorts of objections is
the real skill of selling. This one-day workshop is based on
role-plays and feedback. Our workshop leader-Pat Niven- will take
you through the key steps to dealing with objections and then give
you the chance to put your new-found skill into practice.
1-D;2-A;3-C;4-A;5-D;6-B;7-BMatching 3_reading
Choose the best sentence (A-G) to fill in each of the gaps. Do
not use any letter more than once. There is an example at the
beginning.
Cambridge BEC Vantage Test 1, part 2, p. 20
GETTING THE BEST FROM YOUR STAFF
Ed Smith, a senior manager for Trustco Ltd in Worcester, used to
work a minimum of 70 hours a week. He travelled regularly between
the UK and USA and began to feel he had become almost a stranger to
his wife and his two young sons. (0) .........G........ . This idea
worked.
These days, he still goes to work very early but he also leaves
early. He now sees his children before they go to bed and then does
about an hour's work by computer from home in the evening, keeping
in touch with American colleagues. (1).................. . The key
to Ed Smith's changing his hours was persuading his employer that
he and other staff were more productive when they worked the hours
that suited them. This is easier said than done, of course.
(2).................. . Many of them are slow to realise the
benefits of letting employees work fewer or more flexible
hours.
A recent survey of five thousand senior managers found that
nearly half of them always worked more than their contract hours,
while many worked evenings and weekends. A majority thought that
this not only had a negative effect on their family relationships
and their health, but also reduced their productivity.
(3).................. . It seems that it is job satisfaction that
is the deciding factor when it comes to employee productivity.
However, the good news is that more employers are now starting
to realise that they are only going to get higher output from their
staff if those staff are happy and want to be at work.
(4).................. . His company have brought in changes partly
for competitive reasons. The research and development part of the
business employs highly trained scientists, who are expensive to
replace. (5).................. . The employees seem to be very
happy with the new arrangements and, as a result, productivity
rates have gradually but consistently increased and staff turnover
rates have fallen dramatically. According to Ed Smith, many
companies would benefit from a similar scheme, and everyone, from
directors to employees' families, would have something to gain.
A. Ed Smith's new working hours are just one example of the
attempt to alter corporate culture.
B. This adds to the increasing evidence that long hours are not
necessarily useful hours.
C. They are often willing to accept that happy employees produce
more.
D. He admits to feeling much happier, and believes he has
established a balance between work and home life.
E. It can be difficult to persuade organisations that a change
of this type is in their interest, too.
F. To keep them happy, 'trust time' has been introduced, where
the company trusts employees to do what is required, in whatever
time it takes.
G. Realising that he was putting himself under too much stress,
he decided to try to change his working hours.
1-D;2-E;3-B;4-A;5-F