College English Course for Overseas Undergraduates

1. College English Course for Overseas Undergraduates 暨南大学外招生《大学英语》教学课件 JNU QUALITY COURSE 暨 南 大 学 外 国 语 学 院

2. MARKET LEADER 体验商务英语 综合教程第一册 a new language course for tomorrow’s business leaders intermediate Business English Course Book 1 JNU QUALITY COURSE 暨 南 大 学 外 国 语 学 院

3. MARKET LEADER BOOK ONE UNIT ELEVEN CULTURES 暨南大学精品课程 JNU QUALITY COURSE JNU QUALITY COURSE 暨 南 大 学 外 国 语 学 院 外语学院大学英语教学部外招生教研室制作

4. ML Book One Unit Eleven Overview • Vocabulary • company cultures Listening Culture mistakes • Reading • Fast food in Japan Skills Identifying problems and agreeing action • Language Focus • 1)should / shouldn’t • 2) could / would Case study A change of culture JNU QUALITY COURSE 暨 南 大 学 外 国 语 学 院

5. Starting up Look at the following tips for visiting a different country or doing business there. Use the words from the box to complete the tips. A date clothes hours book customs money cards food sport language • Find out about the most popular ________ in the country. • Always take __________ in US dollars. • Find out about the normal working _________. • Be careful how you write the _________. • Find out about the most important ___________ and festivals. • Learn how to speak a little of the local __________. sport money hours date customs language

6. 7. Read a _________ about the history of the country. 8. Eat some of the __________ before you go. 9. Wear formal __________. 10. Translate your business __________ into the local language. book food clothes cards B Which of the tips in Exercise A do you think are: a) very useful? B) useful? c) not useful? C Which tips are good advice for your country ? Add some others. It is important to learn how to greet people in their language.

7. Company Cultures Company culture is the distinctive personality of the organization. It determines how members act, how energetically they contribute to teamwork, problem solving, innovation, customer service, productivity, and quality. It is a company's culture that makes it safe (or not safe) for a person, division or the whole company to raise issues and solve problems, to act on new opportunities, or to move in new, creative directions. A company's culture is often at the root of difficult people-related problems. Because a company's culture affects everything in it—including profits—culture is the real bottom line. A company with a well-developed culture, open to all that its members want to bring, easily outperforms its competitors.

8. As we matured from infancy to adulthood, it was our culture, in and outside of the home, that told us how to act. As human beings we are highly skilled at learning from social settings, recognizing almost immediately how we should behave. We know how to fit in, how to do what is needed. Company cultures, like any other culture, tell members how to behave—what to do and what not to do. The work culture is the stage or context for what people do, for all that happens. If you want to understand why people do what they do, look to the culture. Or said another way; if you want to understand a company's culture, look at what people do.

9. Vocabulary Different companies have different cultures and ways of working. Complete these sentences with the words in brackets. A Dress (uniforms / casual Fridays / weekend clothes) 1.We don’t have to wear business suits at the end of the week. My company has a system of ______________. 2.In many banks, staff can’t wear what they like. They have to wear ____________. casual Fridays uniforms Timekeeping (flexible hours / part-time / shift work) 3. For two weeks each month, I work at night. I can’t sleep during the day. I hate _____________. 4.We have a ____________ system in our office. Some people work from 9 a.m. to 5 p.m.; others work from 10 a.m. to 6 p.m. shift work flexible hours

11. Time off (childcare / annual leave / public holiday) 5.I am so busy at the moment that I worked on New Year’s Day, which is a(n) ___________. 6.How many days ___________ do you get in your company? public holiday annual leave Reporting procedures (written report / face-to-face / e-mail) face-to-face 7.We often speak on the phone but never __________. 8.He sends us a(n) __________ in the post each month. written report

12. Types of meeting (informal / formal / social) 9.Our department starts everyday with a(n) ___________ meeting. It is very relaxed. 10.Companies have an Annual General Meeting (AGM) once a year. It is a very _________ meeting, with a lot of people. informal formal Names (job title / first name / family names) 11.In some countries, the company culture is formal. Staff use ______________ when they speak to each other. 12.What’s your __________ now? Are you ‘Chief Executive’ ? family names job title

13. B Would you like to work for an organization which has: • uniforms? • casual Fridays? • a lot of formal meetings? • flexible hours? • why ? why not?

14. listening A Three people talk about cultural mistakes. 11.1 listen to John’s story and answer the questions. 1.What meal was he invited to ? 2.What did John look at? 3.What was his mistake? a) John talked during an important silence. b) John talked about his host’s table. c) John didn’t want a gift. dinner table b

15. 11.2 listen to Cameron’s story and answer the questions. 4.Where was Peter’s new job? 5.What was his mistake? a) he didn’t use the first names. b) He did not speak French. c) He did not use family names. 6.How did the staff feel when Peter used first names? In France c They were not happy.

16. 11.3 listen to Susan’s story and answer the questions. 7.Where did Susan make her mistake? 8.Who did she go out for a meal with? 9.What was her mistake? a) Susan poured her own drink. b) Susan did not laugh. c) Susan poured too many drinks. 10.What did she forget to do? Japan Japanese sales staff. a To pour drinks for the others. B It is easy to make mistakes in other cultures. What other examples do you know?

17. We use “should and shouldn’t” to give advice and make suggestions. We should wear formal clothes to the dinner. • He shouldn’t be late for meetings. • We often use “I think or I don’t think” with “should” to say something is or isn’t a good idea. • I think you should go on a training course. • I don’t think you should interrupt her. • Do you think I should learn to speak the local language? • Yes, I do. / No, I don’t. Language focus 1

18. should / shouldn’t Form Short answers Yes, I / you / he / she / it / we / they should. No, I / you / he / she / it / we / they shouldn’t.

19. Uses 1.We use “should” to say that we think something is the right thing to do. We should do more to protect the environment. You should always prepare a presentation in advance. 2.We use “shouldn’t” to say something is not the right thing to do or to criticize. She shouldn’t drive if she’s broken her glasses. He shouldn’t interrupt people all the time; it’s rude. 3.We use “should” to ask for or give advice. ‘Should I apologize to him?’ ‘Yes, I think you should.’

20. A Complete these sentences using should or shouldn’t and a phrase from the box. speak to our boss buy an expensive computer be late develop a better website stay three days should develop a better website 1.Our online business is bad. We ______________________. 2.Our team is working too many hours. We _____________________. 3.The meeting is very important. We __________________. 4.She wants to visit a lot of customers in Spain. She __________________________. 5.We have to cut costs. You _________________________. should speak to our boss shouldn’t be late should stay three days shouldn’t buy an expensive computer

21. B Give the opposite advice by using should, shouldn’t or I don’t think. 1.I think he should go to Paris next week. 2.You should buy a franchise. 3.She shouldn’t take the customers to an expensive restaurant. 4.I think we should launch the new product now. 5.My boss thinks it is too late to send the report now. 6.We should order online. I don’t think he should go to Paris next week. You shouldn’t buy a franchise She should take the customers to an expensive restaurant I don’t think we should launch the new product now. My boss doesn’t think it is too late to send the report now. We shouldn’t order online.

22. Use the notes to write suggestions to a colleague going on a business trip for the first time. C Write on business cards shake hands use surnames be late give an expensive gift You shouldn’t write on business cards. You should use surnames. You should give an expensive gift. You should shake hands. You shouldn’t be late.

23. A Match these words to their meanings. Use a good dictionary to help you. Reading • a shop or other place to buy things • one company allows another company to sell its goods or services • a number of shops owned by the same company • change • a person or group of people who can sell another company’s goods or services 1 franchise 2 franchisee 3 adapt 4 outlet 5 chain

24. Reading Which of these companies do you think have franchises? B Body Shop IBM Benetton Marks and Spencer McDonald’s

25. Subway is the name of a franchise fast food restaurant that mainly sells sandwiches and salads. It was founded in 1965 by Fred De Luca and Peter Buck. The corporation that owns the trademarked name of Subway is Doctor's Associates, Inc. (DAI). The company has over 28,274 franchised units in 87 countries as of 23 September, 2007 and is the fastest growing franchise in the world. It added over 2,000 locations in 2005.

26. Many restaurant analysts attribute Subway's fast growth to the growing concern on health by restaurant customers, a trend that Subway has taken advantage of in its marketing. In 1999, an Indiana University student named Jared Fogle lost 245 pounds (110 kg) with a diet made up mostly of Subway sandwiches combined with exercise. The story is used by Subway as a large part of their marketing campaign to this day. Jared has emerged as a spokesman for Subway, furthering their image as a health-conscious restaurant chain.

27. SUBWAY … GOING DOWN? BY MARK ROBINSON Subway, the American sandwich franchise, has 14,000 outlets. It is America’s biggest fast-food chain - bigger than McDonald’s. Subway Japan set up 195 franchise stores between 1992 and 2001. One hundred and twelve failed. Why? Masahiro Kobayashi of the Japan Franchisee’s Association says this was because the American company did not adapt to Japan. As an example he explains that the size of the Subway bread roll is too big for Japanese women to eat comfortably. Many customers visited a Subway store once and did not come back.

28. Another problem may be that Subway’s image is too ‘healthy’ for Japan. To suit Japanese tastes, hamburgers need a lot of mayonnaise, and the buns need a lot of extra sugar. Some people blame the failures on poor management. When Tetsuzo Ono became a franchisee, he asked the company for advice. He said they told him, ‘Remember to greet your customers’ and ‘Keep the store clean.’ ‘That was it. They never suggested anything else,’ Ono said. According to Ono, Subway promised to run advertisements but this did not happen. He says, ‘They failed to promote the brand. People who didn’t know Subway sandwiches never saw any commercials or heard from other people

29. about the stores.’ Ono shut down his store. In just over two years he lost over 35 million yen. He and his wife never had a day off. He now works as a taxi driver. Yoshimasa Kawabata , Marketing Manager of Subway Japan, does not agree that Subway has bad management. He says, ‘We are just a franchise of Subway in America, but we are still the biggest sandwich chain in Japan.’ From The Times

30. How many Subway’s franchise stores were set up in Japan? How was the business like in those stores? What were the reasons for their failures? How is Subway Japan like today according to Yoshimasa Kawabata? 195 112 of them failed. Their sandwiches were too big for Japanese consumers and didn’t have enough mayonnaise and sugar. Their management was poor and they didn’t provide enough support for the franchise stores. They didn’t do enough promotion and advertising. It is still the biggest sandwich chain in Japan.

31. Read the article about a fast-food chain in Japan. Mark each statement true or false. C • Subway has 14,000 outlets in Japan. • McDonald’s is the biggest fast-food chain in America. • A lot of Subway franchises failed because the Japanese don’t like fast food. • The company said to Mr Ono, “Thank customers when they leave the shop.” false false false false 5.Subway ran a lot of advertisements. 6.Mr Ono’s store was not successful. 7.Mr Ono took a lot of holidays. 8.Mr Ono has a new job. false true false true

32. D Find these verbs in the article. Match them to their meaning. • return • closed • opened 1 set up (paragraph 1) 2 come back (paragraph 1) 3 shut down (paragraph 4) E Use the verbs from Exercise D to complete these sentences. 1.The company _________ its factory in India after the accident. 2.Do you think we should __________ to this restaurant tomorrow? 3.He _________ a new company with a loan from the bank. shut down come back set up

33. Fill in the blanks in the following passage: People planning to do business in Japan should know a few things about the country, its tradition and its people. First of all, you _________ (hire) a good interpreter – some- one who speaks the language and knows the customs and traditions. Many people in Japan shake hands when they meet, but you __________ (not be) too fast. You __________ (wait) and see if they offer their hands first. When somebody _________ (give) you their business card, you __________ (look) at it and read it carefully. You _____ (not write) on it, because Japanese people think this is very impolite. Some advice about meetings – you __________ (not worry) about silences during a meeting. You __________ (respect) those silences. And finally, remember that you __________ (not make) too much eye contact. should hire shouldn’t be should wait gives should look shouldn’t write shouldn’t worry should respect shouldn’t make

34. We often use “could” or “would” to make a request. Could I use your mobile phone, please? Would you open the window, please? Could / Would you open the door for me, please? We often use “would you like” to make an offer. Would you like a brochure? Would you like some coffee? Language focus 2 Page 128

35. These questions were asked on a plane journey. Which does a flight attendant ask, and which does a passenger ask? A 1.Could I have another drink, please? 2.Would you put your seat up, please? 3.Would you like a newspaper? 4.Could you show me how to turn on the light, please? 5.Would you like another drink? 6.Could I have the chicken, please? 7.Would you like coffee or tea? 8.Could you fasten your seat belt, please? 9.Could you help me find the movie channel, please? 10.Would you like any duty-free goods? passenger flight attendant flight attendant passenger flight attendant passenger flight attendant flight attendant passenger flight attendant

36. B Which of the questions in Exercise A are offers and which are requests? C You are at a hotel reception desk. Use the verbs in brackets to make polite requests. 1.You want to make a phone call. (use) 2.You didn’t hear that. (say) 3.You want a taxi. (call) Could I use the phone, please? Could you say that again, please? Could I call a taxi, please? / Could you call me a taxi, please?

37. 4.You don’t know the way to the station. (tell) 5.You want to pay by credit card. (pay) 6.You want to go to a good restaurant. (recommend) 7.You need a map of the city. (have) Could you tell me the way to the station, please? Could I pay by credit card, please? Could you recommend a good restaurant, please? Could I have a map of the city, please?

38. Complete the conversation with could I/could you or would you like • A: __________ have some more of this chocolate cake? It’s delicious. • B: Of course! We made it especially for you. • B: ________________ a cigarette? • A: No, thanks. I don’t smoke. • A: That was a lovely meal. Thank you very much. • B: ________________ tea or coffee? • A: __________ just make a quick phone call, please? My mobile is at • the office. • B: Sure! Please use the phone in the study. It’s more quiet there. • A: I missed the meeting this morning. __________ tell me what it was • about? • B: Well, we just discussed the details of the product launch. • A: __________ call me a taxi, please? It’s getting late. • B: _______________ a lift to the station? Could I Would you like Would you like Could I Could you Could you Would you like

39. Making requests You are going to show the visitors the brief introduction of the whole company. Write an email to Sander, your secretary: - telling what you are doing - asking for the delivery of the video machine - saying when and where you want it. Write about 40 – 50 words. Hi Sander, I have been asked to make a brief introduction of our company to a group of visitors on Thursday morning, 24 April, and I need a video machine. Would you please have it brought to the conference room on the said day before 10:00 a.m.? Thanks.

40. 11.4 A human resources manager is talking to the general manager of a company about an employee, Jane Wilkinson. Jane joined the company three months ago. Listen to the dialogue. Tick the problems which are mentioned in the dialogue. Skills A • Jane doesn’t enjoy the work. • She hasn’t got enough work. • She has got too much work. • She is bored. • She has very challenging work. • She doesn’t like the general office. • She doesn’t like her boss. √ √ × √ × √ ×

41. B Complete sentences 1 to 4 with suitable endings a) to d) 1.The problem is 2.I think we should 3.The best thing to do 4.OK, so we’re going • to find out the real problem. • she doesn’t enjoy the work. • talk to her. • is to transfer her. C Which expressions 1 to 4 in Exercise B • identify the problem? • suggest action? • agree action? 1 2,3 4

42. Start the discussion What do you think Jane’s problem is? Describe the problem I think she’s unhappy. She does not enjoy the work here. Sometimes she hasn’t got enough work to do and she feels bored. Give reasons In her last job it was more relaxed. People used first names and there was no dress code. It’s a different culture here. That’s the real problem. Offer solutions I think we should talk to her. The best thing to do is to transfer her to another department.

43. Role play this situation. An employee goes to the human resources manager with a problem. D Employee: turn to page 141. Human resources manager: turn to page 146 Useful language Identifying the problem Agreeing action There’s a problem with … So we’re going to … The problem is … I agree. We’ll … Suggesting action We could / should / shouldn’t … I think / don’t think we should …

44. - Good morning, Mr. Benson. Can I talk to you? • Yes, of course. How can I help you? • - I’ve got problems with my work. I can’t get along with Ms. • Thompson, my line manager. She doesn’t give me enough • work to do. Sometimes it seems that my top duty is to sit • there and answer the telephone. • - I’m sorry to hear that and it’s really a problem. What do • you want to do then? • - I wonder if it is possible for me to work from home or I • would rather move to another department. • - Well, I’m afraid working from home is out of the question. • The company has just received several large orders and • everyone will get very busy in a month’s time. Shall I just • check if there is any suitable positions for you in other • departments? I will keep you informed about it. • It’s very kind of you, Mr. Benson. Thank you very much. • - You are welcome. That’s what I’m here for. Thank you for • coming.

45. Case study A change of culture Background Alice Baumann is the new general manager in an overseas branch of Kelly’s, an international bank. She wants to bring the best new ideas from head office to the branch. • Alice wants: • all staff to use first names. • all staff to dress casually on Fridays. • to introduce a system of flexible working hours. • smaller, more informal meetings • more face-to-face reports. • an open-door policy so staff can see her at any time

46. 11.5 Listen to Alice as she talks to Jeremy Owen, her manager at head office, about the problems. Task Alice and Jeremy meet some of the senior staff to discuss the ideas for a new company culture. 1.Work in groups of three or four. Alice Baumann: turn to page 139 Jeremy Owen: turn to page 143. Office manager and senior cashier: turn to page 144. Look at you role cards and prepare for the meeting. 2.Meet and discuss Alice’s ideas. Decide what you will change and what you will keep the same.

47. KELLY’S BANK • Subject: New ideas from head office • Date: • Participants: • Agenda item Decision Reason Action • Staff to use first • names • Staff to dress • casually on Fridays Writing Write some action minutes of the meeting. Writing file page 133

48. Subject: New office equipment Date: 19 April 200- Participants: JS, KG, EdeG, CBM, DG