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UNIT 11 .... CRISIS MANAGEMENT There are many different types of conditional sentence. Conditionals • 'Zero' conditional If you operate the pushchair properly, your child is not at risk. • First conditional If we act quickly, we'll limit the damage. • Second conditional If we recalled the cars, we'd protect our reputation. • Third conditional If Maclaren had withdrawn its pushchairs immediately, there wouldn't have been a crisis. C) Grammar reference page 151 ill Match the sentences below (1-12) to these headings (a-f). a) promise c) invitation/request e) speculating about the future b) bargaining d) reflecting on the past f) advice/warning/threat 1 It wouldn't have been a problem if they'd told the truth immediately. 2 If I were you, I'd give media interviews as soon as possible. 3 We'll tell the truth if you print the entire statement. 4 We'll be able to limit the damage if we pay up now. 5 If you'd fixed the fault, we'd have placed an order. 6 Your money back if not 100% satisfied. 7 If we recall the products, it will be expensive. 8 If you would like a refund, call Customer Services on 020 7711 3420. 9 If you order by the end of the year, we can give you a discount. 10 I wouldn't ignore the media if I were you. 11 If we'd tested the product properly, we'd have known about this problem. 12 I would be grateful if you would print our apology as soon as possible. l!J Decide whether each of these situations is a) likely or b) unlikely to happen to you. Then tell your partner what you will or would do. 1 You get a pay rise next year. 4 You travel abroad next year. 2 You win a lot of money. 3 Your computer gets a virus. 5 You have to give a presentation in English. 6 Your company is taken over by a competitor. • be prepared • issue an apology immediately • react to the crisis quickly • protect your reputation • have a crisis management plan • recall damaged products • act decisively • give media interviews II Discuss what went wrong in this situation. Use the notes from the crisis management advice sheet on the left. EXAMPLE: If tl-iey iHved a" apolo9y immediately1 tl-i ey Wovld 1-iave limited tl-ie dama9e. Hartley Health Group (HHG), the family-owned healthcare products group, faced a crisis when it was discovered that some tubes of its best-selling toothpaste had been laced with poison. The toothpaste contributed to 20% of its profit. Withdrawing the toothpaste would be very expensive. HHG focused inwardly on saving costs, did not give media interviews, did not recall all toothpastes immediately, did not issue an apology, did not have a crisis management plan, and have now lost sales, share price and their reputation. Within a year, it has lost three-quarters of its market share. 108
UNIT 11 .... CRISIS MANAGEMENT SKILLS Asking and answering difficult questions IJ ))) CD3.23 Michael Goodrich is a presenter of a television consumer protection programme. Tonight he is questioning Tim Bradshaw, the Marketing Director ofTG Products, a large chain of stores which sells imported toys. Listen to the interview and answer these questions. 1 What kind of toys are popular with children, according to Tim Bradshaw? 2 How many of the toys does his company have in stock? 3 How serious is the problem with the toys? Explain your answer. El )» CD3.24 Listen again to these questions from the interviewer. In each case, decide whether the question is a) neutral/polite or b) aggressive. 1 Could you please tell me how many of these items you import each month? 2 Could you be a little more precise? 3 Roughly how many complaints about the toys do you receive each week ... ? 4 Isn't it true you've been receiving dozens of complaints from customers every week? 5 Do you deny people have been phoning you and e-mailing you constantly to complain about the toys? 6 Why are you still selling them? 7 Isn't your real reason for not recalling the toys very obvious, Mr Bradshaw? 8 But what are you going to do about these defective toys? 9 When exactly will you get back to us? 10 Would you answer my question, please? D Role-play this situation. A furniture company has been attacked by a consumer website for selling a lamp which is dangerous to use and could cause a fire. The Sales Manager agrees to appear on a consumer TV programme to defend the company's reputation and answer questions. Student A: Turn to page 138. Student B: Turn to page 144. USEFUL LANGUAGE INTERVIEWERS Asking questions politely Could you please tell me ... ? I'm interested to know why ... Asking probing questions Could you be more specific, please? Could you be a little more precise? Asking questions aggressively Are you saying that ... ? Do you deny that ... ? INTERVIEWEES Dealing diplomatically with questions I'm happy to answer that. That's an interesting question. Let me answer it this way ... Checking if you understand Have I got this right? Are you saying/ suggesting ... ? I'm not sure I understood you. Could you rephrase that, please? Avoiding a straight/precise answer Sorry, I'm not sure I know the answer to that one. I'll have to think about it. I can't give you an answer off the top of my head. Playing for time Sorry, I can't give you an answer straight away. I'll have to get back to you on that one. 109
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3rd Edition Upper Intermediate Davi
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CONTENTS DISCUSSION TEXTS LANGUAGE
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INTRODUCTION What is in the units?
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UNIT 1 •• COMMUNICATION m Which
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UNIT 1 COMMUNICATION . . . . . . .
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UNIT 1 H COMMUNICATION SKILLS Deali
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The new Communications Director Bet
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UNIT 2 H INTERNATIONAL MARKETING Ma
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UNIT 2 .... INTERNATIONAL MARKETING
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UNIT 2 INTERNATIONAL MARKETING Bra
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UNIT 2 •• INTERNATIONAL MARl
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UNIT 3 H BUILDING RELATIONSHIPS Des
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UNIT 3 ... BUILDING RELATIONSHIPS I
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UNIT 3 ... BUILDING RELATIONSHIPS >
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UNIT 3 H BUILDING RELATIONSHIPS Van
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WORKING ACROSS CULTURES H DOING BUS
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UNIT A H REVISION SKILLS Match the
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UNIT A .... REVISION WRITING Read t
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UNIT 4 H SUCCESS Read this news rep
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II Complete this text with the word
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UNIT 4 H SUCCESS Three key skills i
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You are members of the negotiating
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UNIT 5 .... JOB SATISFACTION Synony
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UNIT 5 .... JOB SATISFACTION Articl
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UNIT 5 H JOB SATISFACTION A headhun
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UNIT 5 • JOB SATISFACTION To: Fro
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I] B Match these sentence halves fr
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AGENCY I\. lEAlA1t1JI ;, -- ,q"' I
Page 57 and 58: UNIT 6 •• RISK l!I Match these
Page 59 and 60: You are directors of WCM. Work in g
Page 61 and 62: WORKING ACROSS CULTURES H WORKING I
Page 63 and 64: UNIT B ,.,. REVISION WRITING Imagin
Page 65 and 66: UNIT B .... REVISION SKILLS Match t
Page 67 and 68: Management qualities B UNIT 7 n- MA
Page 69 and 70: UNIT 7 .... MANAGEMENT STYLES Stude
Page 71 and 72: UNIT 7 •• MANAGEMENT STYLES l!I
Page 73 and 74: UNIT? •• MANAGEMENTSTYLES Manag
Page 75 and 76: fJ Match the prefixes of the words
Page 77 and 78: UNIT 8 ...... TEAM BUILDING Recipes
Page 79 and 80: UNIT 8 .,. TEAM BUILDING Resolving
Page 81 and 82: Area: South-East/West • • • *
Page 83 and 84: UNIT 9 H RAISING FINANCE Financial
Page 85 and 86: UNIT 9 H RAISING FINANCE II Complet
Page 87 and 88: UNIT9 H RAISING FINANCE l!I Researc
Page 89 and 90: Target audience 20-40-year-olds. Fr
Page 91 and 92: WORKING ACROSS CULTURES .... MANAGI
Page 93 and 94: UNIT C H REVISION SKILLS Match the
Page 95 and 96: UNIT C H REVISION SKILLS Complete t
Page 97 and 98: UNIT 10 •• CUSTOMER SERVICE Com
Page 99 and 100: UNIT 10 CUSTOMER SERVICE Customer
Page 101 and 102: UNIT 10 .... CUSTOMER SERVICE El Ho
Page 103 and 104: 4) .. To : I Customer Services Depa
Page 105 and 106: UNIT 11 H CRISIS MANAGEMENT Handlin
Page 107: UNIT 11 •• CRISIS MANAGEMENT by
Page 111 and 112: UNIT 11 •• CRISIS MANAGEMENT Sa
Page 113 and 114: UNIT 12 .... MERGERS AND ACQUISITIO
Page 115 and 116: UNIT 12 H MERGERS AND ACQU ISITIONS
Page 117 and 118: UNIT 12 H MERGERS AND ACQUISITIONS
Page 119 and 120: UNIT 12 •• MERGERS AND ACQUISIT
Page 121 and 122: WORKING ACROSS CULTURES INTERNATIO
Page 123 and 124: UNIT D REVISION SKILLS Complete th
Page 125 and 126: UNIT D .... REVISION PREDICTION AND
Page 127 and 128: WRITING FILE E-mails E-mails have t
Page 129 and 130: WRITING FILE Summaries Hispanics ar
Page 131 and 132: WRITING FILE Reports Parry, Parry &
Page 133 and 134: ACTIVITY Fl LE 3 Building relations
Page 135 and 136: ACTIVITY Fl LE 6 Risk, Case study,
Page 137 and 138: ACTIVITY FILE Working across cultur
Page 139 and 140: ACTIVITY FILE 9 Raising finance, Sk
Page 141 and 142: ACTIVITY Fl LE 5 Job satisfaction,
Page 143 and 144: ACTIVITY FILE 5 Job satisfaction, S
Page 145 and 146: ACTIVITY FILE 11 Crisis management,
Page 147 and 148: GRAMMAR REFERENCE IJ Multiword verb
Page 149 and 150: GRAMMAR REFERENCE IJ Text reference
Page 151 and 152: GRAMMAR REFERENCE m Conditionals m
Page 153 and 154: AUDIO SCRIPTS SOO each for Spain an
Page 155 and 156: AUDIO SCRIPTS AW Well, we're really
Page 157 and 158: AUDIO SCRIPTS out one from that lis
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AUDIO SCRIPTS operational risks, fi
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AUDIO SCRIPTS Another key feature o
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AUDIO SCRIPTS a short-term relation
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AUDIO SCRIPTS CD3TRACK 18 Hi, my na
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Each side put their cards on the ta
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GLOSSARY boost 1 v. [T] to increase
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GLOSSARY equity n. (U] the capital
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GLOSSARY premium 1 n. [CJ an additi
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GLOSSARY webinar n. [CJ a talk, les
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