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ACTIVITY FILE
8 Team building, Case study, page 81
Director 3
You want to:
• move David Seymour to another department in the
company.
• replace him with another member of the sales
team. Chang might be a good choice.
• have a department meeting every two weeks, led
by the new manager. Everyone should
be encouraged to express their opinion.
• keep Hank in the sales team. You are Hank's
closest friend - you went to school together.
He is a difficult person, but a top-class salesman.
• reduce the sales team to five members and make
the others work harder and be more productive
(you decide who should go).
• reorganise the sales team (you decide how).
• think of other suggestions for improving the
performance of the team.
10 Customer service, Vocabulary, Exercise D, page 97
Group B: Dealing with customer complaints
1 Keep an open mind at all times.
2 Do not end up arguing with the customer.
3 Do not be defensive.
4 Concentrate on the situation, not the personalities.
5 Don't force your solution on the customer.
6 Try to find out what result the customer wants.
7 Te ll the customer what you can and cannot do.
8 Offer compensation of greater value than the goods or service complained about.
11 Crisis management, Skills, Exercise C, page 109
Student A
You are the presenter of the TV programme. Several
consumers have contacted you to complain about the
lamp, code-named BX 150, sold by a local electrical
appliances manufacturer.
They say:
• the lamp overheats very quickly, which has caused
some users to burn their hands.
•
the vinyl coating on the electrical cord gets too
hot, so the cord bursts and melts. As a result,
in some cases, materials near the lamp have been
set on fire.
• the bulbs in the lamp sometimes explode, which
could harm people's eyes.
Try to persuade the company to recall all the lamps
or to resolve the problem in a satisfactory way.
11 Crisis management, Case study, page 111
Group A
You are Directors of ExtremAction. Your objectives
are to:
• defend your game
•
work out an action plan to deal with the crisis
• handle the journalists' questions.
Your team will be lead by the Chief Executive of the
company. You will support her /him at the press
conference and answer journalists' questions.
1 Hold a meeting to discuss what actions you will
take to deal with the situation.
Here are some possible actions. Add any others
you can think of.
• Postpone the launch until people have
forgotten about Carl's report.
•
Withdraw the game and make it less violent.
• Defend the game and go ahead with the launch
as planned.
2 Try to predict what questions the journalists
will ask and prepare answers to them.
3 Decide on an action plan to deal with the crisis.
Be prepared to tell the journalists what you
have decided.
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