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Results of a passenger survey



The results of a recent passenger survey have revealed several areas of complaint.

I

Passengers completed a questionnaire, ranking various services and facilities. The figures refer to the percentage of passengers answering the questionnaire.

100 90 8o 70 6o 50 40 30 20 10 О

J_

To.
From:

Customer Relations Manager

Financial Director

Subject: Future funding

Thank you for your e-mail asking what funds will be available to improve our services and facilities during the coming year.

Because of rising costs, the funds available for improvements are limited. The Managing Director feels strongly that you should look for solutions that do not cost a lot of money. You should focus more on improving communications than investing in expensive equipment.

L

_L


Transport Carpark Check-in VIP lounge links & passport

control

Security Signs Boarding

Terminal facilities
Public announcements

including Disembarking TV screens


 

 


■ Good

Satisfactory


 

 


Writing

Write a short report for the Managing Director of Midland Airport Authority giving an action plan for the coming year to improve the services at the airport.

^ Writing file page 136


Ethics
A question of ethics Reading Responsible business
The Co-operative Bank Language review Narrative tenses j 1 Skills Problem-solving j Case study ' Profit or principle?
Groucho Marx (1895-1977), American comedian and film actor
OVERVIEW? □Vocabulary Honesty and dishonesty
"jDiscussion Reading Listening □

QDiscuss these questions.

1What is the purpose of a business, in your opinion? Is it just to make money?

2What do you understand by these phrases?

a) business ethics b) a code of good practice c) a mission statement

Starting up

3Should mission statements include statements about ethics?

accountant banker car sales executive
QDiscuss this list of unethical activities. In your opinion, which are the worst? Areany common in your country?
Avoiding paying tax Using your influence to get jobs for relatives
Claiming extra expenses   (nepotism)
Using work facilities for private purposes Ringing in sick when you are not ill
  (for example, personal phone calls) Taking extended lunch breaks
  Accepting praise for someone else's ideas Giving good references to people you want to
  or work   get rid of
Selling a defective product (for example, a Employing people without the correct
  second-hand car)   paperwork

QAre some jobs more ethical than others? How ethical do you think these professions are?

civil servant lawyer police officer estate agent nurse teacher journalist dentist taxi driver


Vocabulary Honesty and dishonesty

QThe sets of words and phrases below are related either to honesty or to dishonesty. Which word is different from the others in each set? Use a good dictionary to help you.


 

 


1trustworthy

2a slush fund

3insider trading

4a whistleblower

5a bribe

6fraud

-eefmpt- compensation disclosure a con artist a commission integrity a whitewash

7a confidentiality agreement

law-abiding a sweetener industrial espionage a fraudster a bonus secrecy a cover up


 

 


Complete these sentences with words and phrases from the sets above.

Choose from the first set to complete sentence l, from the second set to

complete sentence 2, and so on.

1Our company does nothing illegal. We are very 1.

2We've got........................ which is used in countries where it is difficult to do

business without offering bribes.

3Their car looked so much like our new model. We suspect................................

4They fired him because he was.............................. He informed the press that the

company was using under-age workers in the factory.

5He denied accepting............................. when he gave the contract to the most

expensive supplier.

6I admire our chairman. He's a man of his word and is greatly respected for his

7Many companies ask new employees to sign.............................. to avoid future

Discussion A question of ethics

litigation problems.

0Work in groups. What should you do in each of these situations?

1The best-qualified person for the post of Sales Manager is female. However, your customers would prefer a man. If you appoint a woman you will probably lose some sales.

2Your company has a new advertising campaign which stresses its honesty, fairness and ethical business behaviour. It has factories in several countries where wages are very low. At present it is paying workers the local market rate.

3A colleague working in a hospital has been making mistakes at work recently. This is because she has a serious illness. You are her friend and the only person at work who knows this. She has asked you to keep it a secret.

QDiscuss these questions.

1 Why is corruption more common in some countries than in others?

2 What are the consequences of corruption in your opinion?


QDiscuss these questions.

1Do you think companies are responsible for

a) people being too fat?

b) children accessing pornography on the Internet?

c) musicians not being paid because of illegal downloading of their music?

2What examples can you give of businesses behaving badly?

0Read the article and answer these questions.

1What ethical issues do these industries face?

a) the food industry e) the financial sector

b) mobile phone operators f) oil and mining groups

c) record companies g) footwear and clothing brands

d) computer and telecommunications companies

Responsible business

2Which areas of business do not give enough information about social and environmental matters?

3What examples are given of companies taking positive steps?

No hiding place for the irresponsible business


 

 


By Alison Maitland

The food industry is blamed for obesity. Mobile phone operators are challenged to protect teenagers from online pornography. Record companies are attacked when they sue music-lovers for sharing illegal files on the Internet.

Big business is being asked to explain its approach to a growing number of social, ethical and environmental concerns.

'We're facing the greatest demand for our assistance that we've seen in our nine- year history,' says Bob Dunn, Chief Executive 20 of Business for Social Responsibility (RSR), a US non-profit advisory organisation whose annual membership includes many 25 top multinationals.

Microsoft, Lucent and United Technologies have joined BSR this year, as well as Altria, a more obvious 30 target for pressure groups and litigation, as the parent company of both Kraft Foods and Philip Morris.

Industries that until now 35 had avoided the spotlight are finding attention is now focusing on them. Campaigners are beginning to show interest in working

40 conditions in factories in the developing world that make equipment for computer and telecommunications companies. 45 The financial sector has come under pressure over lending to controversial projects in the developing world. In June, a group of 50 leading banks, including Citigroup, Barclays and ABN Amro, promised to avoid giving loans for socially or environmentally 55 questionable projects.

Oil and mining groups have come under strong pressure this year from a coalition of investors, 60 activists and the UK government to make public their payments to developing countries in an effort to fight corruption. 65 Some of the world's biggest footwear and clothing brands, including Levi Strauss, Nike and Reebok, have meanwhile 70 taken voluntary measures through the US Fair Labor Association to increase the transparency of their supply chain. They published on 75 the Internet the first independent audits of their supplier factories, along with the steps taken to improve often terrible

80 labour standards.

Companies usually take action when they face a real or potential threat to their reputation, as when 85 Kraft announced in July it would cut fat and sugar in its food, limit portion sizes and stop marketing in schools. A lawsuit against 90 Kraft over fatty acids was rapidly withdrawn after it said it would address the issue.

A few companies are, 95 however, taking a lead because they believe it will give them a competitive edge. Mr Dunn says the search for competitive loo advantage is one factor creating interest in corporate responsibility among companies in countries such as Russia, 105 Poland, Turkey and South Africa.

In the UK, the trend is also reflected in the sharp rise in social and no environmental reporting over the past two years. More than half the FTSE250 companies now produce annual reports, U5 according to Directions, a study published this month by SalterBaxter and Context, two well-known UK consultancies.

120 Some sectors remain secretive, including hotels and leisure, and software and computer services. But they form a decreasing 125 minority as investor interest, regulation and peer pressure combine to force greater disclosure.

When the first non- 130 financial reports came out more than a decade ago, they focused on the environment. Now 100 of the FTSE250 cover 135 environmental, social and ethical issues. Forty of the fifty largest European companies also produce reports. In the US, however, 140 only 22 of the S&P top 50 reported, the study found. But how much can companies be expected to achieve on their own? What 145 is the role of government? Can consumers have it all, demanding such high standards of companies while refusing to change 150 their lifestyle?

From the Financial Times

FINANCIAL TIMES







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