Module control work 1

1. a) Read carefully through the following categorizations.

Missionaries
Missionaries exhibit denial. They simply cannot conceive that others can operate
successfully on a completely different value system, or that other ways of doing
things have merit and logic. When missionaries see people doing things
differently, they do not see the influence of culture. Instead, they make rapid
judgements about the individuals concerned, or draw on out-of-date and
prescriptive stereotypes. These judgements, based on the missionaries' own
conception about how things 'should' be, often classify other people as backward,
unsophisticated or uneducated. The missionary sees their role as educating others
in the 'right' way to do things.
Expats
Expats exhibit defense. They recognize that there are, indeed, other ways of doing
things, but in general judge them to be vastly inferior to 'our ways of doing things'
back home. They recognize the existence of another set of values and behaviours,
but continue to make faulty attributions or interpretations from their own
ethnocentric perceptions, often with negative judgements attached. In the expats'
world, there is limited space for shades of grey and precious little empathy with
other
cultures. Expats often keep contact with people from other cultures at a minimum.
Neo-natives
Neo-natives also exhibit defense. However, in an opposite response to expats, they
begin to assume that everything about the new culture is good and nothing bad.
They sometimes see the new culture as more spiritual, or in some ill-defined way
'better' than their own. They can even stereotype or deride their own cultural
background as inferior. For neo-natives almost everything is black and white and
they have little time for their own compatriots. Neo-natives see it as their role to
become experts in their new culture, to become 'more French than the French'.
Global villagers
Global villagers exhibit minimization. They admit to a minimal number of
differences between cultures, but only at a superficial behavioural level. They
consider that 'underneath, everyone is the same' and are unsympathetic to the idea
of deeper differences in assumptions and values. They believe that what works
here will, with perhaps some simple superficial modifications, work everywhere
else. In the global villagers' world, differences are sidelined or ignored. Instead,
global villagers see it as their role to identify similarities. They may even disparage
those who seek to acknowledge cultural variation as being bigoted or prejudiced.
b) Now, read each of the quotes below, which have all been adapted from
quotes made by people who have attended cross-cultural learning or
consulting events. Decide which of the categorizations above (if any) is
applicable to each.
A. 'Since I came to live in Thailand I have realized just how shallow and
meaningless life in Europe is. The stress and anxiety that everybody suffers ... and
for what? I'll never go back.' (Irish doctor on assignment in Thailand)
B. 'I just can't believe how lazy the British are. Unmotivated, unenthusiastic and
disinterested. Now I just do not employ any at all, full stop. We only have
Australians or New Zealanders working in the London office.' (US manager of the
London subsidiary of a New York-based architecture firm)
C. 'I can't tell you how many stupid things people say about business in China, all
this rubbish about Guanxi. * It is just garbage. The Chinese are the same as
everyone else. If you have the right business model, the right technology and
properly incentivize your staff, you will win business. Full stop.' (Scottish CEO of
manufacturing exporter) *System of networking and mutual favours said to
underpin business relationships in China.
D. 'Working for a music business our people are much the same all over the world.
In fact we look for the same type of people when recruiting. As a result cultural
differences don't come into the equation.' (French HR manager)
E. 'Although the older Poles are difficult to deal with, the younger people we
employ have just as clear an idea of the importance of meeting deadlines and
getting things done on time as people in the US.' (American production director in
Polish car components manufacturer)
F. 'We really have such a strong belief in ourselves in this organization, an
awareness that we are really unique and different, that where we come from as
individuals is irrelevant. We drop our nationality and become "one of us".'
(Brazilian employee in a worldwide
charity)
G. 'There is really almost nothing in this country that works properly. I know it is
wrong, but I can't help comparing everything here with the situation at home. It
frustrates me because the people themselves don't seem to understand how much
better things could be if they put their minds to it.' (Western European voluntary
worker in Africa)

2. a) Read the text.

 Five tips for better telephone skills
Statistics shows that people develop a perception about you within the first
30 seconds of a phone conversation and their final opinion of you in the last 30
seconds. Let's look at some phone tips that will boost that final opinion to one of
an on-going, on brand, positive relationship!
1. Breathe! Before you pick up the phone, take a deep breath. Most of us are
what they call "shallow breathers". We take small breathes in and out and
therefore, sound tired when we answer the phone. The goal is to sound like you
like your job and you are glad they called.
Practice taking a very big breath and answering the phone at the top of that
breathe. You will continue speaking on the exhale of that breath and the caller will
hear energy in your voice! You can also practice it when you are making a call and
start your breath as the phone is ringing on the other end. You'll be surprised how
you feel when you use this technique.
2. Identify yourself. Give your full name and function or the name of your
company. Since they have taken the time to call you, you may answer the phone
this way; "Thank you for calling Merchandise Concepts, this is Anne Obarski, how
can I make it a great day for you?" One tip that I seem to always repeat is that of
slowing down when you answer the phone or when you call to leave a message.
How many times have you had to re-play your answering machine to understand
what the person was saying or the phone number that rattled off too fast?
3. Be sincere. If we are honest with ourselves, we are all "problem solvers"
in some way. People call us to have a problem answered. Whether it is to get
driving directions, or hours of operation or questions about our merchandise, they
have a question and want it answered quickly, intelligently and politely. It is
important to put the customer's needs ahead of ours.
4. Listen attentively. Put everything down when you answer the phone!
How many times have you been in your office answering email, talking on the
phone, listening to your iPod and sipping on a Starbucks? Customers don't like to
be ignored and by multitasking we are not focused on the customer's wants and
needs.
Visualize the person, even if you don't know her / him so that you remind
yourself you are engaged in a two-way conversation. If you still have trouble
listening, start taking notes on what they are saying. By taking notes you can verify
with them as well as yourself, the important points of the conversation and the
action items that needed attention.
5. Outcome. If the phone call has been successful, the first 30 seconds
established a positive perception about you through voice, tone and focus. The last
30 seconds will be when the caller finalizes their opinion about you. You can make
that a positive experience by thanking them for calling, reviewing the problem you
were able to solve and, the most importantly, thanking them for their continued
business.
The way you speak over the telephone conveys 85 percent of your message,
so by focusing on the previous 5 tips you and your employees can make it a
smooth flight in your business every time your phone rings.
b) Agree or disagree with the statements on the text. Choose “True” or “False”.

1. People develop a perception about you within the first 30 seconds of a phone
conversation.

2. Before you pick up the phone, you should take a deep breath.

3. It is not necessary to give your full name and the name of your company while
talking on the phone.

4. It is recommended to slow down when you answer the phone or when you call to
leave a message.

5. Being sincere is very important while talking on the phone.

6. It is important to put our needs ahead of customers’ ones.

7. Put everything down when you answer the phone.

8. If you still have trouble listening, you should start taking notes on what people are
saying.

9. You can make a positive impression by thanking people for calling or reviewing
the problem you were able to solve.

10.The way you speak over the telephone conveys only 10 percent of your message.

3. Match left and right to find the words and phrases with similar meanings.

1. The line is busy a) I’ll connect you

2. This is…
3. A code
4. I’ll put you through
5. An extension number
6. Who is calling, please?
7. Hold on.
8. Go ahead
9. To lift a receiver
10. To cut off
11. To hang up
12. Could you take a message?
13. A telephone directory.
14. An inquiry bureau
15. To make a call
16. A public telephone
17. A trunk call
b) Could I have your name?
c) One moment
d) I am ready.
e) ... speaking
f) The line is engaged.
g) an office number
h) a country or area number
i) a long-distance call
j) to replace the receiver
k) to ring up
l) an information office
m) to disconnect
n) to pick up the receiver
o) a telephone book
p) Could I leave a message?
q) a box phone
4. a) Complete the dialogue with the correct words from the box.
Bye, speaking, spell, get back, can, message, leave, put me
through

Leaving a message
– Good Food Limited. What ____ (1) I do for you?
– Hello, Nick Delwin _______ (2)? Could you ______ (3) to John Norman?
– He isn’t in. He is on holiday for the week, I am afraid. Can I help you?
– Could I _______(4) him a message?
– Sure.
– Could you tell him that Nick Delwin phoned?
– Can you _____ (5) your last name, please?
– Of course. It’s D-e-l-w-i-n
– Thank you. I think I’ve got it. What’s the _______ (6)?
– Just tell him I’ll call him when I ______(7) from Australia.
– OK, I’ll do it. Bye.
– Thanks. _____(8).

b) Complete the dialogue with the correct words.

Making an appointment
– Mr. Norman’s secretary ________(1).
– Good morning. My _____ (2) is Nick Delwin. I’d like to arrange a lunch
appointment _____ (3) John Norman. He told me to arrange it with you. Is he
doing anything on Thursday, 12th?
– Let me see now … Thursday … Oh, I am afraid he is going away for the whole
day. How ______ (4) Friday?
– No, I am flying to Scotland on Friday. I am not doing anything on Wednesday
afternoon though. Perhaps we could ______ (5) a late lunch?
– Well, Mr. Norman is going to the meeting at two o’ clock, so he can’t have a late
lunch. He is free on Tuesday though.
– Tuesday … hmmm … Well, I am meeting a client in the morning but I am not
doing anything at lunchtime, yes. Let’s make it Tuesday. I’ll _____ (6) to the
office at one o’clock.
– That’s fine, Mr. Delwin. One o’clock on Tuesday then. I’ll tell Mr. Norman to
wait for you. Good-bye.
– ____ (7) you. Good-bye.
–

5. Choose the correct answer.

1. The parties came to _______ after five hours of negotiating.

a) hostility
b) the bottom-line
 c) a consensus
2. It was _______ decision to settle our differences out of court.

a) a flexible
b) a mutual
c) an unrealistic
3. One _______ that always works is to ask your counterpart to speak first.

a) tactic
b) bargain
c) resistance
4. We would have more _______ if we had some more recent statistics to use.

a) haggling
b) concession
c) leverage
5. They were _______ to our proposal until we made our last demand.

a) hostile
b) receptive
c) resistant
6. We were _______ over prices all afternoon.

a) misleading
b) conflict
c) haggling
7. I wasn't expecting our opponents to _______ so quickly.

a) amplify
b) yield
c) arbitration
8. When I _______ the client about their promise they agreed to honour it.

a) log-rolled
b) entitled
c) confronted
9. If that is your only _______ I would be happy to concede.

a) pressure
b) objective
c) victory
10. The negotiations had already ended in a _______ within ten minutes of
starting.

a) deadlock
 b) counterpart
c) collective

6. Read a message. Write a reply message to Ben after having arranged the
things he asked to do.

Hi Susie,
Could you arrange the meeting room for the management meeting at 6pm tonight?
You will need to organize 15 chairs and notebooks for everyone. Also, put a bottle
of water and a glass in front of each participant. You should set up the laptop and
projector as well and order some light snacks. Mixed sandwiches should be fine.
If you need me you can call me on 01212 494742.
Thanks. Bye.
Ben