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Organisation, Case study: Auric Bank, page 29
Student A
You want AB to keep their call centres in-house, in the south of England.
You think AB staff in the call centres:
• can give customers a personal service.
• know the bank's products and services well.
• can build relations with customers.
• will show customers that AB is still an 'English' bank.
If AB chooses one of the other options, you feel:
• the unions will be against the move and cause trouble.
• the quality of service will not be as good.
• data protection could be a problem (personal details might not be 'secure').
Cultures, Reading: Article C: South Korea, page 57
Conversation
You may be asked personal questions about your age, salary, education, religion, and family life. If you don't want to answer, remain polite but try to politely avoid answering. In most cases, people ask in order to establish a rapport by finding common ground. Gift-giving
Giving gifts is a common practice in the workplace, and the receiver is expected to give a gift in return. Good gifts for a first trip include office items with your company logo or something produced in your country. Your gift should be of good quality but modestly priced. When you plan to give a gift to several people within an organisation, be sure to give a gift of greater value to the senior person.
Entertainment
Drinking is an important part of doing business. It is common to be invited out in the evening to a restaurant/bar where there will be a lot of alcohol. Towards the end of an evening the most honoured person will be asked to sing solo. Make sure that you know one very simple song and do your best. Refusing to sing is considered bad manners.
Adapted from www.executive.com
Travel, Case Study: Work, rest and play, page 20
| Stage 2: Manager, ICON Travel Service You must rearrange your meeting with the Universal Airlines Account Manager. Here is your diary for the week. | |
| Monday | Morning Afternoon All-day meeting to discuss the department's budget |
| Tuesday | Meeting & dental appointment |
| Wednesday | All-day training session |
| Thursday | Interviewing candidates until 4 p.m. |
| Friday | Department meeting until 2.30 p.m. |
Competition, Case study: Beverley Watches, page 123
Buyer 3: you meet the supplier representing Timeline Watches. Get details of the missing information. Study the supplier's offer. You want the following:
• face colours - at least five
• delivery by 15 November at the latest
• discount of at least 5% on all goods ordered
• to be able to return all unsold goods, with the amount credited to your account
• a guarantee for 1 year
Competition, Case study: Beverley Watches, page 123
Buyer 2: you meet the supplier representing Soong Jewellery. Get details of the missing information. Study the supplier's offer. You want the following:
• face colours - at least five
• delivery by 15 November at the latest
• discount of at least 5% on all goods ordered
• to be able to return all unsold goods, with the amount credited to your account
• a guarantee for 1 year