Professional Documents
Culture Documents
MODULE 1: ORGANISATION
OVERVIEW
Vocabulary:
Company
structure
Reading:
World aviation
organisations
Listening:
Advising
companies
Language review:
Noun
combinations
Skills:
Auric Bank
STARTING UP
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• •
• •
VOCABULARY
Company structure
A. Match the words and phrases below to the correct place on the diagram.
subsidiary ...8..... head office ......
factory / plant ........ distribution centre .......
call centre ....... warehouse ........
service centre ........ branches/outlets .......
B. Track1 Listen to the comments from different places in the organisation and
write them down. Then match them to the places shown in Exercise A.
1. Stock levels have been low for two weeks now. – warehouse
2.
3.
4.
5.
6.
7.
8.
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B. Think about the organisation you work for, or one you know well. How is it
organised?
3. Which of the words describe your own organisation or an organisation you know well?
READING
WORLD AVIATION ORGANISATIONS
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1. ICAO
2. IATA
IATA ensures that people, freight and mail can move around the vast global airline
network as easily as if they were on a single airline in a single country. In addition, IATA
helps ensure that members’ airplanes can operate safely, securely, efficiently and
economically under clearly defined rules. Working standards for the aviation industry are
developed within IATA. In fostering safe and efficient transport, IATA serves the stated
policies of most of the world’s governments.
3. ACI
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ACI has 561 members operating 1750 airports in 170 countries and
territories.
4. CANSO
The new organisations have greater freedom to manage their businesses in a way that
will result in efficient and safe air navigation services. These organisations have
established the Civil Air Navigation Services Organisations (CANSO) as their trade
association, however any organisation provided to furnish civil air navigation services
may join CANSO. CANSO headquarter are in Hoofddorp (Netherlands) with a regional
office in Brussel.
The four major world aviation organisations: ICAO, IATA, ACI and CANSO make
international air transportation possible.
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b. IATA?
c. ACI?
d. CANSO?
LANGUAGE REVIEW
Noun combinations
We can combine two or more nouns in several ways.
1 's possessive 3 phrases with of
e.g. Julia's desk e.g. Director of Communications
2 one or two nouns used 4 compound nouns forming one word
as an adjective e.g boardroom
e.g head office 11
A. Match these examples from the article ‘World Aviation Organisations’ with the
categories above.
B. Make combinations of the nouns provided. Then check your answers with the
article.
C. Complete the noun combinations. Use the words in the box. There is one extra
word that you do not need to use.
For example:
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1. management / operation
3. non-government / non-profit
For example:
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B. Track 3 Listen to the second part of the interview. Tick the sentences below
which are true, according to Richard, and correct those
which are false.
1 The hardest way to change the character of a business is
to merge it with another company.
3 The senior managers spent a lot of money training staff in the new business
methods.
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C. Track 4 In the third part of the interview, Richard Brown describes three
ways in which successful companies are similar. Complete the description
below.
First, they're................ ............................1: they have a very clear sense
of ....................... ............................ ................................... ............................. 2. Second,
they're ................. - ........................3: they invest much time and energy in understanding
and ...................... ......................... .......................... .................... 4. And third, they are -
......................................... 5. By that I mean that people inside the organisation are very
clear about the values that should ........................... ........................... ........................ 6 and
behaviours.
B.Track 5 Listen to the first conversation again and answer these questions.
1 Which of these expressions do you hear in the dialogue?
1. a) Nice to see you again. d) How about you?
2. b) Fine, thanks. e) I changed my job last year.
3. c) Wonderful! f) I'm in banking now.
2 Who is head of data processing?
C. Track 6 Listen to the second conversation again and complete the chart below.
Name Company Activity
Don Larsen
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Erika Koenig
D. Track 6 Listen again and complete this extract from the second conversation.
Don Well, we're basically an.................1 business. We supply large companies with
various services including payroll, ..................... ......................... 2 and human
resources.
Erika Is Atsource Solutions a new company?
Don No, we're well established. The company was................................3 in 1978. It's
organised into three ..............................4. We have over 6,000 .......................
.............................................................. 5; we've got our ................................ 6 in
Frankfurt and ........................................7 in over 20 countries - we're pretty big.
E. Track 7 Listen to the third conversation again and answer these questions.
1 What expression does John use to introduce Miriam?
USEFUL LANGUAGE
Greetings Responding
Hello .... Nice to see you again. 16 Fine, thanks.
Hi.... How are you? Not too bad, thanks.
How's everything going? Nice / Pleased to meet you.
MODULE 1: ORGANISATION
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CASE STUDY
Auric Bank
Background
'We constantly review our business in order to provide customers with excellent service
at competitive prices. As part of our major reorganisation, we've been looking at the cost
of customer services. We have a range of options. We can make changes in-house,
outsource call centres to areas within the UK or outsource off-shore to low-cost
countries such as India.'
Graham Hammond, Chief Executive, Auric Bank.
The Chief Executive made the statement above to a group of investors three weeks ago.
Auric Bank (AB) lost £1.5 billion last year because it invested in unprofitable areas of
business. Since then AB has carried out a major review of its operations. It has concluded
that:
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MODULE 1: ORGANISATION
Task
Work in groups of four. You are directors of AB.
1 Choose a role card.
Read your role card and prepare for a meeting to consider the four options.
2 Discuss the advantages and disadvantages of each option.
3 Try to persuade the other directors that your option is the right one for AB.
Role cards
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 customer 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 servieswill not be as good.
data protection could be a problem (personal details might not be “secure”).
Student B
You want AB to use resource Plc, the South African firm.
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You think:
Resource Plc will manage the call centres efficiently.
Staff will be trained to sell the Bank’s new poroducts and services.
Resource Plc is not the cheapest but it offers value for money.
its staff have telephone voice training and are extremely professional.
If AB chooses one of the other options, you feel:
reducing the hours of business at the in-house call centres is not a good idea.
the scottish and Indian companies have taken on too much business so there may be
problems getting through.
Student C
You want AB to use Orion Plc, the Scottish firm.
You think:
the cost of the contract is very reasonable.
There are many skilled workers in the area.
The move will create a lot of jobs in the area (good public relation for AB).
There will be good data protection.
If AB chooses one of the overseas options, you feel:
Personal information may not be secure.
Service will not be as good.
Employees will not know enough about AB’s customers or its products.
You do not think the cost saving suggested for the in-house call centres are
sufficient.
Student D
You want AB to use the firm in India, X-source India
You think:
many American firms cut cost by outsourcing to India.
the employees will be very skilled-mostly university graduates.
service will be fast and efficient.
the contract will be cheap.
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WRITING
Write a short report to the Chief Executive giving both a summary of the four options and
your recommendations.
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