faux pas ~ (ociginaly French) amistake ina social situation ¢ 34 ES @ Look at the pictures. what do they represent? Are they typical of your business culture? What do you feel about them? Compare your reactions with a partner. @ Read about a person experiencing culture shock at work. Where's he from and which country is he working in? What's his job? “Hey Charlie, you look great. That sweater goes with your eyes? Tight have received such a personal comment from my mother, but certainly not 2 colleague and a near stranger, and certainly not a 5 man. But, then, this was San Francisco and I had a lot of things to get used to, At first, [found meetings especialy dificult: people seemed unnecessary aggressive and were always shouting and contradicting each other. However, my 1w American colleagues either ignored my ‘diplomatic way of communicating ~ "Tm not sure that I quite ‘agree with you there, day’ ~ or found it hilariously funny (Hey guys, Charlie's ‘not sure’ again)... ‘dust tell us straight, Chaie, ae you on board with 1s this or not? he exploded one day Talso had to forget ‘my British ideas about modesty and selfdenrecation since, in California, it's important to show a positive attitude: everything is always ‘great’ ~ from your work, to your home life, tothe weather (this, at any 20 rate, was usually true). People expect you to talk everything ‘up’ especially your own achievements, When British actress Emma Thompson joked about putting her Oscar in her toilet because it was too ‘eran forthe rest of her house, tis didn't go down 25100 Well~ un. 3 but simpy because this kind of self put-down ist generally understood. } liked the fact that there was less ‘power distance’ inmy eationship with Jay than there had been with my boss in my previous job in Paris...‘ On 2» the other hand, although it was less hierarchical, the atmosphere in the lab was very competitive and individualist. Iwas shocked by my colleagues’ feluctance to share information, since team spirit had been important in my previous jobs. 2s Talso wasnt sure how far day, who worked under intense pressure to get results, would support met ever screed Up... Thad noticed that my colleagues had been rater cold with me recently, and hal been wondering why. Jay explained that +» the American culture hes a strong work ethic and taking time off when everyone else was working was a big cultural feux pas wich could damage my profesional reputation "You can have your British tea, Charla’ he explained kindly, but you have to «6 do it the American way. Think of 2 drive-through McDonalds. Tae it "to go"? aeee Vocabulary @ p= Speaking Complete the text with the phrases a-f, There is one phrase that you don't need. In fact, | realised my diplomatic style was irtating my boss, who thought | was being evasive, I called him by his first name, he didn't expect defer | contradicted him during a meeting, However, it was he who came to my rescue when minutes off in the afternoon for tea rental treatment and he didn’t mind if | made my worst culture blunder: taking fifteen My response to this remark, from a male administrator, whom | hardly knew, wes to go bright red. I soon learned to arrive early for meetings. ‘and not because Americans have ‘bathrooms! or rest rooms’ instead of toilets, Read the text again. What does the author say about cultural differences in these areas? being diplomatic, 5 competitiveness power distance © tea breaks being positive 7 personal remarks hard work. 8 team spirit Complete the adjective column with words from the text and @. Noun Adjective evesiveness: aggression hierarchy deference diplomacy individualism Complete the opposite adjective column 7-1: collectivist direct disrespectful egalitarian Opposite adjective 7 8 9 10 ‘tactless 2 in @ with the words in the box. gentle/polite tzetless- Work with a partner and answer the questions. Find a noun that means ‘a mistake’ and a verb that What is the difference between ‘to talk something ‘What do you understand by ‘self-deprecation’ (line means ‘made mistake’ in the text and ©. Up‘ lines 20-21) and a ‘put-down’ (ine 26)? 16)? Does it exist in your culture? Complete the questions using words from @.Then ask and answer the questions with a partner. HOW. nsnsssnssnnnnl8 YOUR business culture? Do the lower ranks have to obey the higher ones, or isitmore e, 2 How good are you at being tactful and 4. Pisd. valued in your business culture? How comfortable are you with people who have a d., ‘communication style? Do you prefer it when dificult messages are softened? ‘Ace there circumstances in which itis appropriate to be a, in business, ori it possible to get what you want by being polite and gentle? ls teamwork valued In your business culture? Do you think the culture is generally c. (group-oriented) or more i, ? In your culture, who do people show d. authority)? In what circumstances do you become e. .towards (e.g. older people, people in (iry to avoid answering 4 question directly)? in California G56 @ Discuss the questions with a partner. 17 Do you think culture can affect business relationships or would you say ts importance is exaggerated? 2 What's the attitude in your business culture towards the factors in the box? What do you consider to be good practice? What do you know about other cultures’ attitudes towards these things? apologising gift giving legal contracts risk socialising with colleagues time keeping Listening @ Read the description of the Hermes project. What — management problems do you think Akrun faced? THE 1 “he Hares pret was an immense international Telecoms prec at Up | 1808 wth the an of anctinga sees of moble phone sates end oomeesog | 9perating systems. five thousand engineers from seven different countries - the Nethetans,Frlard, la, China, Gary, France andthe USA ook pt and the whole project was managed by aUS company calls Aun. To eam he Giferer locators were rpreserted by 28 board bers roping An At the ime, was one of the lergestllocommruncaton poe eve and Alou empoyed th mst p-o-dte project management stale an spell doveloped sofware to manage tayng in teuch wt al re ears by es of fequent ohone ad video corferences, © ») 7 1tisten to Mary-Beth Atkinson from Arun talking about the projet What happened to the project and to Akrun? Listen again and answer the questions. What: was the first ofits kind? vas a slow and inefficient way of communicating? was the source of so many misunderstandings? did the some of the teem leaders mean when they said ‘yes’? seriously offended many of the team leaders? is Mary-Beth’s advice? son. OMatch the beginnings of the sentences 1-5 from the listening in @ with the endings a-e. if we had the opportunity to start all over again, 2. If we'd let the groups in the different countries work autonomously and report back individually, | 3. We wouldn't have insisted on holding big multi-national meetings 4 the cultural context, = 5 ce Of adviee to anyone working on cross-cultural projects, b weld do it ll differently Grammar If we'd understood more abo IF could pass on just one pier ‘we'd have realised that this way of communicating a problem was too direct. it would be this: do your homework. if we'd known how much trouble theyd cause © weil have been able to work much faster. Look again at the sentences in @. Answer the questions. Look at the Grammar Reference on page 114 for help, conditional Which two sentences refer to something which hasn't happened and might never happen? (2nd 2. Which three sentences refer to something that happened in the past and talk about how it could have been different? (3rd conditional) 3. Complete the rules for the formation of the second and third conditional second conditional - if + past third conditional — What do you think the cause of each misunderstanding was? 2. What would you do if you found yourself in a similar situation? + past, 3 What could the people have done to improve the situation? Look at page 99 to read the explanations for what happened. WHERE DID IT ALL GO WRONG CZ ‘A Brazilian was negotiating a price for their product with a Chinese buyer. The Brazilians gave 2 detailed presentation about their product and proposed what they believed to be a reasonable price. The Chinese met the proposal with a long silence, so the Brazilians lowered the price. However, the new proposal was again greeted with silence, so the Brazilian team then said they would lower their price one last time and that this was the lowest they could go. After a brief silence, the Chinese accepted this final offer, but the Brazilian team regretted agreeing to such unfavourable terms. + would/coula/might + infinitive + would/could/might + have + past participle Read about some more cultural misunderstandings. Discuss the questions with a partner. —_ ‘A representative of an American travel ‘company wanted to set up a partnership witha tourism association in East Africa. With some difficulty, the representative eventually menaged to negotiate terms to set up some safari tours in Kenya ‘and Tanzania. At this point, he was requested to give quite a aera alice ie person he had been directly negotiating with. The American government obliges ‘American companies operating abroad to follow very strict anti-bribery laws, ‘so the American representative said this would not be possible and left the ‘country without concluding the deal.| Ritmo. Bsns thes | epoiogisin Start up @ Read the quotes about mistakes and discuss the questions with a partner. a 1, Which quotes do you identify with the most? Are there any you disagree with? A fife spent making 2 What advice would you give someone who has made a big mistake at work? mistakes is not only ‘more honourable, but Mistakes are the portals more useful than a life of discovery. ‘spent doing nothing. Some ofthe worst mistakes of EN FE, Ary man con make my ite have been haircuts re mistakes, but only an idiot 2 persists in his error Mw Reading @ Read the advice in the text about what to do after making a mistake at work. Does the author give the same advice as you in @)? What does he/she say that is different? spectacularly What to do when you ‘screw up: oa Oem ey Roe reac eon ee sree y Ce erie et eee et toy Poteet oe eee ate ete eae Pee ee een Ooo Renae cect? Se eR eared 1 Own up immediately I's important to. own up to the mistake as hickty 8s possible, You wal only look worse its someone else that breaks the bad news. However, give yourself enough time to calm clown because its unwise to give bad news when you're in a panic. Dave the news ceimy, in person if possible; don't do it over the phone and definitely not by emal “2 Take responsibility Don't tyto blame the mistake on other people or make excuses — even if you have legitimate ones. You can offer an explanation for what happened, but meke sure you don't look asif you ae tying {0 avoid responsi, The abily to face up tothe consequences of your actions is atest of cheracter ~ don fal it 3 Apologise Offer sincere apology tothe person or people most affected by your mistake. Make this genuine «and heattet. The more you show your concern for what you have done, the less people wil fea they need to camry ‘on blaming you. However, Keep I brief, Don't refer to your mistake continuously. 4 Suggest low the mistake can be put right Combine owning up with suggesting what can be done to make ‘amends. Be prepared to stay late i necessary and do whateverit takes to rectly the situation, 5 Learn from it Mistakes are the most valuabie learning opportunities onthe planet.aon® listening @ ® 1 2 Functional language 2 b © d ° f Fluency @e 1 2 3 0 Speaking @ Read the text again and discuss the questions with a partnt What two examples of mistakes does the author give? Have you ever made similar mistakes? ‘Why does the author say itis important to own up as soon as possible? ‘What is an alternative to blaming someone for a mistake? ‘What would you regard as @ legitimate excuse for arriving late for work? What kind of excuses: ‘wouldn't you consider legitimate? How important is apologising in your culture? Is this something you find easy to do? »)) 22 Listen to five apologies. Who is apologising and what are they apologising for? Listen to the apologies again and answer the questions. In each case, has any action been taken to improve the situation? What (if anything) is going to happen inthe future? Which ofthe five apologies is a ‘non-apology’, i.e. the person speaking doesn't take responsibilty | for what happened or express regret? Listen again and complete each apology with four words. Check your answers in audioscript 72 on page 128. We that the 10.25 departure to Glasgow Central will be delayed, We causad, Please ‘or the misunderstanding, Me Kim. Mistakes conflict. Im ‘about the delay receiving your delivery, sit. Im manage without them for the meeting this morning, »)) 7.3 In order to sound sincere when apologising, the right tone of voice is essential. Speak slowly and clearly in a ‘softer’ tone than normal. The pitch of your voice should, go down at the end of the sentence, not up. Listen to two versions of the apologies below. Tick the version that sounds sincere each time. We're sorry that the order arrived so ate and will do our best to ensure it doesn't happen again Versiona Version b | apologise for canceling our meeting lest week. Something came up atthe last minute. Version @ Version b I'm sorry for what | said yesterday. | didn’t mean to upset you: Version @ | Version b »)) 74 Listen to the sincere versions and repeat. Try to imitate the tone of voice. Work with a partner and read the situation. Then follow the instructions. ‘The International Summer Games is a global sporting event held every two years in different host countries, This year, several problems occurred. { 1 A competitor was introduced on screen with a picture of the wrong flag posted next to their name. @ During the acceptance ceremony, the gold medallist’s national anthem was played so slowly and incorrectly that it was unrecognisable. The winner couldn't sing along. An athlete was only given the time for her event in English, instead of in both English and her language, so was still in the hotel when she saw her event starting on TV, ‘Add detals to each situation (country involved, what sport, etc). Then think of three more problems that occurred during the Games. Each choose three of the problems and prepare formal apologies to each athlete/country on behalf of the games committee Take it in turns to make your apologies. Exolain what happened and why it happened: Your partner | ‘should react to the apologies, either accepting or rejecting your apology, and explaining why. (Shock resignation of Brazilian phenomenon (nthe afternoon of 14 March, 22-year-old Luis Lima, rising young star ofthe Connecticut Haws hockey team, walked out o raining, informing recently appointed Coach Rhett Cooper, that ne would not be coming back. "it seemed ke a slap in the face’ said Cooper. Bom near Manaus in north-east Brazil and spotted by a talent scout when he Was only nine years ol, Lima was awarded a fl scholarship to Hawks Hockey High School and Junior League Team when he was only 16, end has been wit the club ever since. in recognition of his exceptional talent, which has drawn, = comparisons with other sporting heroes such as Pelé and Ayton € senna, the cub recently mace him the Premier Team's youngest ever centre-orwerd. He i indisputably the team’s brightest young talent and already has a considerable fan base. The club is shocked and nnystfed by Lima's departure, especialy since It appears no other team has signed him and he seems to ave let the game this the end of abriliant career? (© Read the newspaper article about the resignation of a player from a hockey team in Connecticut. Answer the questions. Where is Luis Lima from? How long has he been playing for the Connecticut Hawks? ‘Why do you think the club would be particularly unhappy about his departure? What do you think might be the reasons for his departure? @ 9) 75 tisten to two of Luis's friends and team mates, Tyler Barnes and Beto Silva, who is also from Brazil, discussing his departure. Answer the questions. How much contact has Tyler had with Luis since he left? ‘Who is Enzo Ribeiro? ‘What does Tier say about Lus's mood and behaviour recentiy? ‘What possible explanations does Beto give for Luis’s mood and behaviour recently? Listen again and complete the hypotheses below. Even if Cooper isn like Ribeiro, he If Luis weren't so talented, the club The club would probably take Luis back if He might not have been so angry with the club if if he hadnt had such pressure on him to succeed, perhaps © gaun-O son, Work with a partner. Read a newspaper article about Luis following his departure. Student A, look at page 100. Student B, look at page 104.Then share all the information you know to complete the summary of the situation. Luis Lime started playing hockey as @ child growing up in north-east ‘When he wes | nine, he was accepted as a pupil at a 2 in Manau and moved tothe city with his mother. At 2 yeats of age, he won another scholarship to study in ¢ where he has lived ever since In recent times, he seems to have suffered some sort of personal crisis. He has become Unreliable, anc often misses * orartives late. He says that Ne 15 ssn ®OF professional sport, but also complains that the club have treated him badly by not being oftered US. ora green card, In the ast few weeks, the hockey club appointed a new coach to replace Enzo Ribeiro who decided to * Cooper used to be a coach for an 8 team and some say that he has a different "© which might be why Lima decided to leave the club.© 4) 26 Listen to team captain Colby Helmstetter discussing the situation with the Club Director Alex O'Leary. Do they reach a decision about what to do? © Listen again and decide if the statements are true or false. Correct the false statements. Alex thinks that the club will suffer with the loss of Lima. Colby doesn't think thet Coach Cooper the best man for the team. ‘Alex thinks it won't be dificult to find a different coach to replace Cooper Colby believes that Lima is defined by his passion as a player Lima is already very well pai. @® Work with a partner. You decide that the club should try to persuade Luis Lima to return. ‘Compose an email to Luis containing an offer to encourage him to stay with the club and offering an apology for the visa situation. © Exchange your email with another pair. Take on the role of Luis and respond to the other pair's email. How many pairs persuaded Luis to return? © Luis tells Alex O'Leary that he will only come back to the club if Cooper goes. Work with a partner to decide whet the club should do. Share your decisions with the class. i]Vocabulary @) Complete the table Lesson 1: Culture shock in California the missing words. Adjective Noun Adjective Noun 1 | hierarchy 4 diplomatic __ 2 polite | ne (e directness 3 | competition 6 individualistic ® Complete the sentences withthe correct form of the words from @) 1 My business cuture isnot very grouporiented, but rather 2 In my country, decisions are made top down and there's strict order 3 Everyone wants to be the best. There's alot ot __among the salespeople. 4 Having good manners and showing respect for others is called 5 People with a ‘communication style may come across as aggressive. © ___means handing a dificult situation without offending anyone © Replace the underlined words with the words in the box that have the same meaning. abreak annoy deprecation fauxpas hilariously respect unwillingness valued ‘| My diplomatic style seemod to irritate my boss. 2 This kind of self-put-down is not common in the US, 3 Iwas shocked by my colleagues’ reluctance to share information. 4 I'm exhausted, | need to take some time off 5 6 7 8 |s deference valued in your business culture? Taking @ long break in this situation was a big cultural blunder. My colleagues found this extremely funny. |s teamwork appreciated in your culture? Listening @ ») 7.1 Listen to Jake and Martina talking about business culture, Are the sentences true or false? oO oO Oo 1 Jake didn’t ind meetings in San Diego difficult. 2 He says that the two cultures have different ways of talking about achievements. 3 Martina says that in Gerrary spesking the truth matters more than being diplomatic. 4 She thinks that making jokes in meetings is @ good idea. ooGc © Listen again and complete the sentences. ‘Jake from Manchester, UK 1 Inthe UK, we usually try tobe __and if we don't agree with other people, we're about it 2 Another thing that's different about British cultures that we velue___and understatement. 3 Its nomalto__your achievements, otherwise people wil think you're and sel- important Martina from Mannheim, Germany 4 | think in my culture. and directness are valued more than diplomacy. 5 Other cultures might find this _ or aggressive, but we don't mean to be _ 6 It's just that there is a time for __and a time for serious businessVocabulary @ @vaasens Listening @ Grammar @ 1 NOTEPAD EXERCISE fa @ aanun-@ .O 3 Inyour culture, isit acceptable to be aggressive in certain, Lesson 2: Cultural sensitivity Match the words 1-8 with the definitions a-h. source @ conditions: ‘autonomous b perspective | reasonable © origin | angle talk to reach an agreement bribery © a group of people with e common interest association f independent terms @ offering a gift in exchange for a favour negotiate fh logical or acceptable »)) 1.2Listen to Sarah talking about an international project. Are the sentences true or false? cree ‘1 Everyone felt enthusiastic when the project started. 2 The engineers came from five different countries. 3. The main difficulty was language problems. @o@go @og@o 4 The Chinese engineers were very impatient. Choose the correct form of the verb. Then listen again and check. If we had / have / vill have to doit again, we'd all go about it differently. If we knew /'d known / was known more about intercuitural communication, a lot of rmisunderstandings could have been avoided. If they'd known how difficult it was to get building permission in China, perheps they wouldn't be / wouldn't have been / weren't so impatient. IF wore esked to give one piece of advice, 1 ‘suggested /‘d suggest /’ suggest attending ‘seminar on cross-cultural projects! If got another opportunity, | make/'l make / ‘d have made an effort to learn more about the culture of the people | have to do business with Put the conditional sentences in ©) in the correct category: a, b or c. fist conditional b second conditional _ € third conditional ‘Complete the conditional sentences with the correct form of the verbs in brackets. HH they ‘so busy, they'd make more progress on the new project. (not be) Weld be more successful if we __more about our target customers. (know) If weld done our homework, we the contract, (not lose} We could have completed the project if we __ the teams work more autonomously. (let) If we'd been aware of this problem, we ___ something about it. (can do) Would you be surprised if they the contract? (cance!) ‘Answer the questions about yourself. TELLER ELLE CR ERTL TRLK RL KR How often have you worked with people from different cultural backgrounds? work in your culture?Lesson 3: When things go wrong Vocabulary @ choose the correct word. Its true, everyone makes mistakes sometimes, but what can you do to stop the situation getting worse? Here are some tips fo help you when things go wrong. Bl When you've made a mistake, don't ry to pur / blame / take the mistake on other people. i tts important to own / make / deliver up to the mistake immediately. Ey Mole sure you take / make / break the bod news youself. You can offer an explanation, but don't make apologies / mistakes / excuses. Put / Blame / Face up to the consequences of your actions. BF fea sincere concer / apology / excuse and mae his genuine and hecrtel. Suggest what can be done to take / make / offer amends. Do whatever itokes fo conect / rectly / blame the station. Functional Language 1 2 3 Theres @ problem with the 6.05 train from Ramsgate, 4 »)) 73 Listen to two apologies and correct the sentences that are incorrect. ‘There's a problem with the delivery of office equipment. The shipping company sent the wrong items. : The train willbe delayed by 25 minutes because of bad weather Complete the sentences with words and expressions in the box. Then listen again and check, aboutthat anyinconvenience bymistake ourapologies verysorry we regret 1 Iwas ‘0 leam about the problem with regard to the delivery of office equipment. 2 Vm really sorry _ 3 The delivery was made to your offices in Augusta, not Atlanta, 4 5 Once again, please accept _ to inform passengers that the 6.05 South Eastern service to Ramsgete ... will be delayed by 25 minutes. 6 We apologise for___ caused, Pronunciation @ »)) 7.4 Say the sentences. Then listen and repeat. NOTEPAD EXERCISE 1 I'm so sorry to hear about the problems you've been having. 2 We apologise for any inconvenience caused 3 J'm atraid there hes been a misunderstanding. 4 We regret to inform you that the flight willbe delayed by 30 minutes. 5 Please accept our sincere apologies for the dele. 5 I'm sorry for what | said yesterday. | didn’t mean to upset you. © Answer the questions about yourself, ‘What would you say in these situations? 11 You forgot to attach somethi inan email, 2 Acustomer hasnit received a reply to their request yet. 3. You arrive 30 minutes late for a meeting, 4 sitors flight has been cancelled because of bad weather.Lesson 4: (eview Grammar @ choose the correct preposition. © write word: en NOTEPAD EXERCISE ‘The manager took the intern under /on /by his wing. Ticket sales have increased for /on / by 50% recently, Beto is ahvays late for/ to /in training 1 Ifthey more about my culture, they ‘wouldn't ask these kinds of questions. (know) 2 | Would they be offended, we ___tothe promotional party? (not go) 3 | fd taken a taxi the opening of the presentation. (not miss) 4 | What would you doit someone atyou ina meeting? (shout) | 5 | Ifyou a mistake, would you blame it ‘on someone else? (make) 6 Would you have besn annoyed if he to | avoid enswering your question? (try) 1 The adjective form of the noun competition is. 2 He never gives me a straight answer. He's really We need 2 solution to this difficult situation so ‘no one is offended. A mistake in a social situation is called a__ We ___ to inform you that fight has been cancelled. Another word for giftis_ ‘An explanation to justify a misteke is called en __ Let me ___for the misunderstanding ‘The goods won't arrive until next Friday. I'm very sorry forthe —_ 110 Another word for genuine or heartfelt is. dealing with the following points: {LRECKLALKRLRRE admita mistake has been made the boxes to complete the sentences. Jaime seems abit depressed recently, What's on /over / up with him? He's had huge pressure at /for /on him since he started working as a lawyer. He's not well-paid in comparison by /to / with the other employees. © Think of a work situation where you made a mistake. Write phrases for an email Complete the conditional sentences using the correct forms of the verbs in brackets.Test yourself Choose the correct answer. For every correct answer you score one point. 1. A: Do you have a hiorarchical management structure? B: No, our company is much more a equal b egalitarian © equelity 2 The opposite of diplomaticis a tactloss b tactful « tactical 3. Youcan get what you want in a mesting by being polite and a embarrassing b tactless, © gentle 4 If we had to do itll over again, _ itll differently 2 welll do b weld have done © wold do. 5 If we __ on big international meetings, the project would have been more successful a hadn't insisted b didn't insist ‘¢ wouldn't have insisted 6 If they hadn't sterted discussing legal issues so quickly, Perhaps they _ empty-handed. a wouldn't return wouldn't have retuned ¢ hadn't retumed 7 Would you be annoyed if your colleagues _you to meet tight deadlines? ‘a expected bb had expected © would expect ‘8 If id known about the problem, |_ something about it can do 'b could have done ¢ could do 9 If we'd attended the workshop, it__ easier to conclude the deal. ‘@ might have been bb might be © might have 10 | must ___ for the delay in processing your application, a apology b apologies © apologise é 11 The 10.20 departure to Glasgow will be delayed _ 40 minutes. aby bto © for 12 Please accept our apologies _ the misunderstanding, a over b for © about 13 __, but! think | made @ mistake a regret bI'matraid I'm sory 114 Which of the sentences is the most formal?__ 1a We regret to inform you that we're unable to deliver the items you ordered. bb Sorry, we can't deliver the items you ordered. © We are very sorry, but we can't deliver the items you. ordered. 15 We will do our best to a promise b say © ensure ___it doesn’t happen again 16 Sorry for canceling our appointment. Something came__ at the last minute. aon bup c off 17 We ___hope that the altemative accommodation was, ‘acceptable. a sincerely bb kindly « faithfully 18 To get rd of something means you want it to__ a stay b sign © goaway 19 Something that is dificult or causes trouble is an__ a inconvenience bb misunderstanding © error 20 Another word for an instructor, especially in sport, is a__ fa teacher bb coach « advisor Score: / 20 points