UNIT 8 consutTanTs ConTeki (= ERVEWE, PS = EER SAN) ‘When ou adsingcompuy ons peration eficency what re yours 5 Letme sry defining what werne by ‘options So we refecto “dere am meaning the pot frm whch ones placed by tuner ough othe pit which hat one dnee oe Sontomerand sh pal be produc So tht oman in which weteopeatng. ‘Unb hing we want to dist ndestand wht i am he company shoul dalverigto cuore snd wel ye cu dlvesng Ur ane n-wety to anes tl ough ‘ris oftechnigtsand method andl ge you an oneview of hee nthe ung opener al aborting castors swe haves undrtndig what sth some wat we weanttobe se that wee dln sere hy vlaeaprodt ht they and at dats eing done ery tn tothe lela vali $SSvesamtby tigi comer And thos conven willbe ‘ue dete thy Ibe ate sci st tthe tres he Proc tthe canoer aes Whatrtabout tear ats ren tothe tht ty i? Whats that thy doe Noinasortl vy Tro geese but nite a dete wy stat we cane hows Pos fvewbckto ou len ae and wean ht infomaton o $hage th wy Sat eye deveingevics an proce ‘COZ TRACK 42 (PS = PETER SIRMAN) 5 ‘Thesecond points that we then want to understand the work thatthe companys dingo deliver thou service and products Um we uses {echniqe called ale seam mapping ~um, thst many peopel be familar with butitloak atthe complete proces, allo the activites, seguied to deliver the service o product ed together so that we an Sec um how the whale onstion sworking together um, todever ‘Bose srioes {nw thon tt naar the ern more deal wv inteeted ‘nthe amount time tha ah tp taker, we nerested in eves of quality atcach tage ofthe process; we want to kaw where things go> ‘wrongs why they go wrong; welook tal ofthe work thats don uy [nha process and we ask thir wock valuable othe cstome! this Fostinteroal bureaucracy? Are we ding things ic onthe three times and not adding valet the customer” Un so hat we ave aa understanding ofthe icncy wath shich services are delivered in terns ‘ofthe gui the cos um andthe delivery ellectvenes of hone services oa TRAC (= MTERVEWER.P5 = PETER SIRAN) “Andoace ye lamed about how the company pert, what are your nextteps? ‘Wall wemove quick int sting io ede the work The the lint compary stress the sloton rather than along goss So phase one all about helping to understand eating ong Thee Intestin coming up wtha beer way of doing things Un an thie isallaboa applying ceatve techniques mprovingthe way ta the works delivered. And gin hiss where the input ors the eastomers Particulaly portant I helps to resape the way that the sevice ard Posto salle ay Uy tere Wel very oon sy tocurclons "Terese things tht you should top doing beste your tutomer does not ale them at all adits waste peoples time and ‘money’ Or "Thre are thing tat ou shou do dierent (Un, so thats starting pit We swe lok sevice etre; we ook atlead times we sem edaced lend times aa diver for efficiency organisation Sof for sample a eastomer wants something within ‘peda instead of the For days thats cae ang, we that ov a tage and say, Out args to design a proces that alos ‘stodelnertocastomerswithina day How are we ging tome hat ‘So the he, or second step here isto Meni the dives improved performance, which might be, sia ime; tight be about {eng cous dow; might be sbout ving gua up ‘COZTRACK 44 (PS = PETER SIRMAN) PS. Andthen we start toredsign the wok, at dtaed eve a, ease ‘that we can delves un, nproved performance And that wil include taking out unnecessary steps Ie might inde olin and saying lookngata particle o acti andsyingWel thie something youcoudousoure because anothecompusycan J thi cheaper or ‘eter tha you" Um, we might nok restructuring the compa, simplifying is structures that iteadofhainga ot fal sits, ‘we conse into alager ste oinereaseelicency. Ez, we might ok the management infstrctre the way that people managed he AUDIO SCRIPTS ey that er targetsare set and prformancs indicators are se ory Anhlp managers et beter undertanding ofthe pesormance nd therfore top them improve thei peformance. Swe look ta whale ‘ange af things eithin what we refer tothe management steal of ‘the activites and nlences na company ha fet performance. ‘Uy and then daring tha process, wel werner workshops and meeting wit densa um and daring that proces we tr sce ‘new design cling romallof those discussions and al ofthat analy. ‘Um. Une gadallycome uportha consensus around something that we thinks ging tobe bette Ur, and at tht tags, we sartloaking atthe busines case and ulding tong nancial ae or making the ‘hangs tht wee commending, Oz TRACK 45 (= REE, = MR LANALA So) MrKhilawala, [te wondering ifyou cou die um, abitsoonet X- Stoner How mach sone 1 Adal tormnight sooner Asyou kos; we've been doing busines now forayear so we expect yourunal standard ofcourse! = And we hope that wouldnt, change your pics oranything.. OK, e maybe ‘wecould tala ite about terms of payment this poi? ‘We could deiner sooner, provided you paid ines, ‘Gash? Isuppowe could looking it But That check with my supervisor ist ‘oursapersor? Thats right You know Jb, [Mon imo? Ive never mt hin Alby wel id havea confi the payment terms, you se Ti afi ont have the autho. ‘Mam, Some more ta? Dont mind da. We've had 60 day crit terms date you know Bat te payments are no go for oucashlo Td hve to check with ou ‘manage the warehouse Noproblem, K_Whatifwe delivered one week carer and you ve uy, 0-day cael term? How does tha wun? 1 Thiey-day rei? Think that shoud be do-able Leave with ne. sce what san do Tito hearfromyou the, kee. Or wilt be om Joba Himes? (COE TRACK 46 (C= CLAUDE, K= KEVIN) Hello! How business, Kein, my frend? Notbad, not bad, Claude Bet now that you mention [wasting oursles team theater day ‘Allgood news hope ‘Acta tscemsa coupe ofthe products ast doing that wel Timsorytohea that Which ones would thors be? ‘Wl you know ve mentioned thst you befor theta baby talcum powder ‘Bacin my country stone fear beset "know Itmight do beter ifit wasn a S00 gram container Bat it the Inve body pay thar areal no go> (Ourlavendr ade clone don elev Tmsorzybut think our castomers tendo asoite that kind fsa seat rl the gumiimetber or oenctng ‘Areyousayngit smalls al fiona? "Eg ys Soe Were wondering whether you ble tosendus some samples of your bow an put, ed pod ‘Tends? ‘More‘hip youknow? Bau decaoge foc hop Gas? Na Doyourean perfume with technological nates? Notenaly. mean moder essofthe oad, More coo? Yer! Sure Ive brought sme new samples with me. Try hi What does that remindyouf? anna Tangrines? ‘Very good Citric base notes wit splash ofbergamt and how do yourallit adh of cinnamon, ee quite strong, iste Forsrong mined Brits iis, Aad esonomical oo. ‘Really! Now or usual prices 10 euros per SO miles, Bt fou, ‘wet offering stat nin caro ity! That fv-percent ving Kei, ‘Whatwouldyousty toa l0-percent discount? Ab youd a had targus Kein 17 ee ee.STr™r™rrrrrrrrrrrrrrer..rrrrrrrrrrrrrrrrrrrrrrrrrrrrLrrrrrrrLCrLrLrLlrLrerrrLC_rrrLCrrrll‘AUDIO SCRIPTS Sony? (Oh mean yo dries ha bain So dowe re on ln arose bots then? Str Waly ood doing busines wh ou, Kein Mea you these fesampes And youl pattallin writing, wont you? _Conserit dea Take cre, Claude! Nin ors per ote. eit, argo, tsi 30-miilirebote! D2 TRACK 7 (SS = SUNIL SUKKAWALA, JC= EFF CARSTENS, ‘AK= ANNABEL KUPER) ‘SS So youse, we ev mobile phones were only avalable forthe supersich ‘Were invested mons naling fllscale networkane started ‘cling pep mobile phones tht ot ust LS US dolar. Je Anda youthikyoucsn sella phone at 5 dolarsand still make ‘money? “Aoslaly We aie them of cae but ypally we havea thre: ‘month payback on our sbi Tundeestand most of your customers ar pre-paid Me Saal, “ey about 90 po cet ofloar castomerbase pe paid Butin weather ‘ice Det and Mamba abou 60 pe cent our cstomers ar on Howe intereted are they inthe atest handsets ‘Wal, people mightnot own cr bt having the atest mobile hone i ‘ery muchastatissymbol Andy South Aa? ‘Basaly we lookat opportunities wher existing operators are unde secvingthe population And we see lot of opportunities in South ica, (or goss to plement new mobi network hare overthe nest 20r ar 8 an Be seman J€- ‘Tele months? Yournean in te forthe World iets Champs net ear ‘88 Ext JC Twelve month? That going to bea. achalnge. ‘SS Yes anditalogingto bea great med opporsnity. IMC thearyouere igoponsers of echt and eporein ger ‘55. Absolutly ‘AK Wel think Boy tl isin prety song poston. yeread your annual growth rate as Been ver 0p ent “hate Je. Uy thew thought we were expecting Mr Bin todays meeting? 155. AR! That mstbehim now Excise me, Yes.» Trent minutes! Diet them know. Bye Ke MrBsg ‘SS Yes He send his apologies He been having lunch wie sme important people Hebe herein 20 mints MeCastons you sid ‘er there could be objections om the goverament? ce, post / More than ly [AK But eae hoping that mabe opertor rm Ida would sand more of| 2 chance than some ofthe other foe operators ‘5 ARIMy quetion in Mr Carsten show can HekingsT-om Consulting fips the pola arena? Je Welles my pare Ande Hetings, sone ortwo well paced 55 ‘Thats good sober Aly Twas mol wether we'lbe ectng Me Hetings ter JC. Ob,fmatad Andrew isaway on business. Hehe bak rid. ‘55 “Thatba ity! Minm maybe we coud catch up with mat the weekend, thon? Over somecricet,perbap? Do you ejoy cricket? Je Actual nn more ofa rghy man aysle 1M Tmabigcricet fn! ‘s}c Real? / Youre JC. Shale take short rel? Tike to give Andrew all Annabel woul oui heskingup on thereeshment? AK Refreshment though was... Oh, yeah, ott yurr9 STRATESY____ ‘CDP TRACK 1 (MS = MARJORIE SCARDINO, = INTERVIEWER) MS Wedeeided longtime go maybe 10 years ag thm, ava mela mpany we wet devoted to content, to igh-qualty contet, but “nent was never ging be enough ets wn Un we that we toad service to that content to make stmore ello users So ‘we ad technology in most cases We aed diferent ways for our Uistomersto wea content Un ty ae ei studying math we ‘bed new Kaus finteactive ols, fristnce. Those ins of things fave changed our stey And now, much of what we sls digital or digi embldin some ws. 178 | How doyou develop and communicate astatepy in are multinational ‘orpnistion ike Pessoa? [Ms Westart withthe Mes that you have to communist ore than sate Youtaveto fist commanicate what the company’ galsze and what Itvales are. Un an tht for us hasbeen theming of our ure ‘hin, Aad thik the es companies do have astongeulure So we ae eto communicate our gals and hen our sategy for xchicvngthowe gals Un, [thin hve to communicate diet with ‘veya Pearson as 35,000 people init But iyo. and andthe Internatallons modo tht yt write eters to everyby every time I hin thet someting importants And he people who un tiferent parts of ue company ty to do the very samo communicate ‘ety withthe people they work with [And we though not aways do wesccee, but we ryt communicate inacoloufal way but asimple anu, downo- earth ways that, {Sheu fn tt welds pa Ai tht aly Inbpeto communicate the strategy Er theps to communicate anyhingit ow communicate itn simple words in rlanguage so that ewesybody Understands (03 TRACK 2 (MS = MARJORIE SCARDINO) [MS Our company’s golis to elp individuals make progress in thrives ‘rough education. And hava powerfl gol Butt allows everybody tobe able to get out fed ready to do something large thas ‘themaelves, Sotho sategis that el sto accomplish that goal ar the ‘nes that ect me more: Un they bigger hinkangsteatees They fi thing about how you change the worl how you ifloence maybe peson by peson, or maybe i large school or rin counties. How ou deliver education na ey hats abl to each ever person init ‘wn way inisown ime. Those ae the strategies that weve employed tren mow ou education company along ‘con TRACKS 4) When tomes to gual the company mostadimireisthe chips, Tel Tey have sbou 80 pe ent ofthe words PC microprocessor ‘mae. Like Appl they st keep innovating nel has ust launched a Thule ister more power al chip Erery ya, their galsto introduce ow cating edge products Ines hs tok Sates. (cos TRACK 2 Tmabigfn ofthe Spanish spermarkt, Mercadona. Un thnks strategy has bento ofe quality produc kesh ria veetabes, and develop thee ov rand at competitive ices. They ay hey source ‘lst without any go between Un, the busines strategy sealed. [ALP that stand fr Alwajs Low Prices Wht ely impresses me, ‘ough the way the teat ther employees. The company website ays they read works a thelr second prion air customers and offer ‘ol them permanent work contracts From what cans think thats teu fom cates to shel packers, everyone ind nd hep and there dost sem ta bea high aff trnover Tats something you dost alvaye seein alot of espera con TRACKS 3) asy, Toyota any dy. Why? Forts product guy caster care and ‘onporaecituenship ve been reading about hel company piso Shditwas Tach Ohno win developed what inowa the Toyo ‘rotons Ono beeen producing perfec goods anda, Afamachine snot prdacng perfect goods tie not worting’ Now, Ive dkven plenty of American models but the mos reliable cars Teves adhateallbeen Toyotas IT wastto pop across town, [might take my ‘Wie need to hookup with an alien the expanding North Asian Asia Pcie markets where we ave ver few routes In ft heh ‘we already in scssions with Vitra Jet the Asta aser Both "Sine coul do wih big networkso we can compete wth age, WORKING ACROSS CULTURES 3: SOCIALISING (D3 TRACK 16 (GD = GARY DAVIES) {6D Good moming good morning, 'n Gary Davis and wscometo Swindon Secries nl ou annul strategy conven. [hope the vwetweuter went pod your rst oo mich! Now, we know some Yori come ont raid South Koel the USA and Govcerter! So we've tried toksp the schedule nple today atour of the premises ow meetings, working inch nda tng session, Only olin! 179‘AUDIO SCRIPTS Iam ani eng wort ee a ete ecniepea yikes sateen ees ja teeta iaas SLSR tl iti aoa seh meee costa as MA Soins enim it hat i Soares eae ae es oo Sintec 2 Sameer 2b Bch en yah nr ‘ehchemadetrmeuaan at vo heyy 2 ertetinca os Bintcmab ile eta tone i Scoping ceoebatbc tn Sohn engin 2 HEageenierp teat rank ti me onus 23 Pp Se anterior oe Sa ate & Sa scnmeryinetige niin Fe ee taco ca Senge meeting (6D sj at though we col otto knowl the partners ait beter NO Tlxon im sory let you down. Tin sre Belind frm the Balioee ce wll be happy to come along, 60 Sure, NO Telyou what perhaps ty to make iter for cafe and dis? 6 Fine Ths sls presentation ofyours ad beter be something, Nathan! ND trwlbe! Catch yout Gary EA Excuse me, Gary Did you say we're eating atthe telat seven? {6D Ubon dinner at sven, bt limes youn the foyer at sixty. ER Ob OK, nopoblem By the way Tse to say you've donea great job Gary {60 Ob thanks EA Allofthsonpaniaton It musthave ben slat of work. 660 Oh a noting aly FA ore too mods The programme fo this weeklooks great im looking ford tothe nightien Swindon! 660 Wall I wouldnt want to ase your hopes Swindon not xaty Ri, (D3 TRACK 18 (EA= ELVIRA ALVES, GO = GARY DAVIES, 'ND= NATHAN DONOVAN) EA ‘That wasa fabulous meal Gary. Pope always complain boat he food in the UK, bat this evening ea was surprisingly god. (6D Well we itoring vistors here ashame weeoulstst ouside on theteace, though A Typical Btsh weathers bab? {6D thnow Ive been thinking, lia, we shoald go to Beal for oa nent aerunl meting A A, yea et organise itn Br! {6 Just asongasitst duringthe caval fA Why? {6D Oh Thess extremely noisy and some frends once got mugged thre EA Ad really? Wal the arial unfortunately ates huge crowds {6D Yes. tabsolte rained my endl. FA Thnteapity 6 “hey ened up spending most of thelr hliday ina pole station because theirpassports ad ben stale, 00. EA “hata Un 5 hows your fai, Gary? {6D What? Oh. fng thanks Myst doing his exams atthe moment and mete oping going tot econoniceat univer. A That ges You must very {6D Well we do what we can. Ande whataeyourkis up ot 180 EA Kids? 0h, dnt have any chien 0 Obytimsoryeiitrealne A ‘Thal ght Yu nb tly of ny predecessor Heh foes, 0 Rie A Gary excuse me. mj going ots fora cet 60 Battling Sal oder yc? EA Un, dothey har prea? 60 Ubtshikies titer A No Tn thanks. won belong NO Hi Gans. Whtsup? 66D think maya pt my Foe int NO What with Ea? 6D Ye ight vended ore ci rata NO Ob? Nicest, bythe way. {6D What? Oh hak got tlor made. stan areyoatshing oe something? ND Lin =what ay ding tomorow at breast? 60 Why? NO Inara wondeingifyu wanted take aqicklookat my Go Sore ut im eyingon yout wowthen, Nope oaything NO Rigi (3 TRACK 19 (EA = ELVIRA ALVES) {A Thnow our Batis host wasting to be hospitable but is jokes it g2 down wel wih everybody. The Korean vitor dntundentand sense ofhumouratalL And some ofthe ther delegates would ‘eosin hs way at woe, espetlaa fom pech Most ofthe ‘ators spake Engl but think Gary needed stow down and wees ‘clloquil language (03 TRACK 29 (ND = NATHAN DONOVAN ND guns Gary writ pt ot when tuned down is inaton or dinne Sr people soe with work eoleages inthe Stats The utc party tim esta oat at svar ne They ny socialising good fr em bung but why cr we jx ekbae he ‘lea sucenfl meting? Anyway, Gary should have eed nde time to prepare forth ext dy vasa presentation 03 TRACK (CA= ELVIRA ALVES) A wish Gry mented the cra Everyone tals abouthe {Sia when they nl ut in fo Bal Some of myinetons] ‘Silage hake tying thei when nt wok ely ‘ad ost gene wrong ejying geting ow theta in "England butll his rin no smobingin estan and walery cof paiege dows UNIT 10 ONLINE BUSINESS (€b3 TRACK 22 (1 = INTERVIEWER, DB = DAVID BOWEN) 1 What sort of companies have Bea the main winnesin terms of doing Ibsen online? DB Wil the fet anno obvious group ar companies that were setup cally tod busines online; the int bookseller ke Amazon. ‘Eats some companies whey cout ve exited inthe ol day, ke eBay the auction ste Un, hin second are smal companies that have ben abet sells ce wadtional markt. Thats noe much ‘ase frthem. Un andthe thi points that companies ae able toy ‘hing around he word nine ch more cheaply than Hey coulda ‘he tbo ge companies and also your oa haber might beable ‘buy something in Hong Kong et when henever could have before (cbs TRACK 23 (1 = INTERVIEWER, DB = DAVID BOWEN) | Your work involves being oganistion to ld rly global websites, ‘What arth ey ete auch webses? (DB The fst etre ofthe global websites complexity has to serve ahuge number efaudences both geographical dispersed and abo {ileren typeof people um they oul be easter sarcholdes jonas, governments also Sth Sgnposting the navigation nthe web of those websites all etree important [ink the ‘Second point sto do with branding E, you ca solange come across ‘etha lok and feo in Boia that diferent rom one in Bulgari fo ‘eample So, reythinghs tobe much, mach more homogeneous It pullrhe wha compay together in any tht ely wae mena thepast (D3 TRACK 24 (|= INTERVIEWER, 8 = DAVID BOWEN) 1 How are companies benefiting fom the ws of socal mea?1 thinktheintare inn marking tht by very vey subtle we of cil networking tes ke Facebook, ad a what they al mcr bogging ‘tes ik Twitter um they can get tei messages across ina ater Arent wy rr the way they damon the Web tel ‘more engaging they cn ave mae two-way conversations with thie {stom Um, dao think tht, thataanmportnt pin. The Second one shat actual they ca alk tar rou, fo example peopelookngforjobs Young people typi wllspend alot time on Facbook, owl ao goto Facebook lkto them 1 Whitprobems an sci med caus fr companies? 16 There¥abigrepation isk from soci media a stoy gets xt, which maybe lst can spread very, very stindeedon Titer 03 logs um even on YouTube. Andits very very cul for companies teyer to deal with that They ave to move much faster than they we Ben teadionally wea, They ean justin up jor they have to gst ‘ut thers ah try and counter the eptaton management sue very, very eat on 1 Canyougive san example? DB "Theresa example ofa company dealing successflly with witha "mputtion management crite, Ft has Social Meda Manage. His job sto lok ar Twiterand ths ke that Ande dacovered that try waxing roan that Fn had tre ose down, ea ‘ery small desletsips wet. Ui, andt appeared tha iss Ford being quite badly He send out sent oat messages on Twiter to is Fellowes saying, Tn eying find ou bout hie im tying nd out abot thie Eventual he covered hatthere was Forde tothe So He pt that oat, and wht eld have een gute nasty Sire wast fut atthe very begoning within ew hours (09 TRACK 25 (= INTERVIEWER, DB = DAVID BOWEN) 1 Andwheresonline busines heading? What developments do you see trerthe next ew year! ‘DB Wel think te developments ht are alady tring where companis are havingto be much more responsive to ther customers becuse {somes solange necessary latent whats company eto them. ‘TheylgoandsskotercostomeroftherexperenceIssomnething thats happening with socal media sd thats pingto deelop| enormoaly foma more youl, xsting pint of iw think sere going to ge 3D, 0 well gt quit alot mors, you know gonginto ‘vavatualsbop Ee thak ats gino become gute Um apd ala, ‘ee ong to got the convergence oftlevsion and comptes Soin few yeas ting you realy wos! noice whether oureaning tein coracomputr They ibe the same thing (03 TRACK26 (SR = SOPHIE RAWLINGS, S = SPEAKER) ‘SR tint geste fora couple of questions ef the break Un oh = St Taser jastwondering what you thought wee the ain dlferences eeween um, government webster nd thos nthe pete uses sector? ‘SR Right Wel, telly what vas tlkingabout tthe start ofiny presentation One ofthe main ferences sued tobe tht business ‘websites wereaimed at sling online wheres goverment tes were Spy ellen ieformstion nd accent series But anew online ‘brnesmight trolly offing ta products or tervics fo ie ele Some goverment tes might be aang payment for certain series, Uy Toney want go into too much da at this stag at Peter Adame. ‘wb dealing with commer tes and coit-card secur inthe next 2 Breweme SSR Yeskt ‘52 Ui... eta Tle to knowhow company can improves conn sles through web-page design ‘58 Trey sory could you jot repeat tht question because I don thik cereroneheal 52 Oh, sure sry fd iketo knowhow a company an actualy prove ‘soni sles though web-page desig. men, what exact hat ‘makes itmore flat? ‘SR Ut, wel ase aleady sad Peter willbe dealing with those ind | ‘sues tr bat wha woud sy think feta and Amazon. You kno ‘wat makes those ster 0 effective! Making the oan experience quick, ‘yan serena the ey Otherwie ser ost ick of the Ste Andou in leit. mean allow your wert change er mind sl ondertroems intend of hewitt ging alte way ecko the ‘beginning When you think the ment cco es, they have ery wer focused design, provide nfonntion without oveeading te et dare jst simple to use. Thope thatansiwers your questo, ‘52 Yes thanks ‘AUDIO SCRIPTS SR Good 53 Tbe interested wo know more about copywrting I ean tony cold tells what kind oflanguage you think wits wellonwebstes! SR Thats realyinteresting question Uns the ngage, tone nd lok of busines tes going tobe quite diferent tough goverment es hould alo be pen rend and cleat writen, Ad we've seen the Incmasnguseofuocal media sucha wr nd Bogs fer both company and goverment tes But onthe whol commercial ses we ngage ‘hat hat ll pancho youngand tency. And copy, orthe language usedon websites pray designed to enrages to spendtoney! 55. Yes but wa wondering whether there was any kind of guage tayo would eau uig? ‘58 Sa your urton swat nd ofnguage should we avoid? Wel part from the obvious, you know offense angus, the srl cpendson ti edt anne puesta etd t tustomen members of af orsharehokle? What uly syis dont {every techn terminology: gon abreition and acronyms ‘Should alle soe. Youll nd some guidelines on copying the handout It al? OK, re wel eek for LS mits hen (C03 TRACK 27 (= LEA CHIU, 2M = ZAYHA MEERZA CTLs Chis and our speci gust td sana winning alo, Zayna “Meera Zayna, yore oe ofthe tp five alors in Pa ot Europe ‘Whit do you tnkyou one yoursacoas to? 22m Wel we days try to personalise ors dot fer standard wo buon suit People wan spec ouch An once alent has worn a tailors thy ca bear toby thes off te peg Le Sue, butts, competion nthe industry extremely ough Lean, withso many online rear oferingtop brandsat cat rics do You Thinkyourstcs um, going obs? 22M Ofcourse ends come and go. Buta Meer, wee wig new medi toot find hey ren yt find ut what ur dens ely wan. LCM. And har you've expanded the bine toinlde tlre Shite Tele aia ha 224 Wall asters can choos yes, saben thee measrerens nd mix and match bie olin And afer the Gist onder, we offer a 10 percent ‘scount on subsequent orders LC Coel! You mentioned new media how are you sing dial meiain your busines? Caos reso le mwas they gic to Smplan and um change brane 22M Timsory tm orsure what Tne si tlw you UCU, what Tm asking how are you adapting your eine bases? [suppose you must have aca medi ean ercone tli tbe Inmet 2 Oh, crys That an itreting pont Wel upto now ean sayy vee veld hardly ny complaint Bt having soil madi manage tim something considering Le Right nd am what would oust to cries whothinkyour suits ot allthey chim tobe! 2m Excuse ne? LE Yoururmentsare advertises made ln Pars, But logger te sing they remade in rank, China or who knows where! 2M Bolly it on, oan hts se seston Owes re ‘mosiy made in Paris bt tcoul be Fankfa, depending the Customerslocation UC Mosiy? Sum ae yusaying theyre made in Pai orn? 22m Well itdepends LE So Made nari what ost amarktingdogan? 2M Notdistey that, LC Andwhat about our busines nace sit te that the companys experiencing soe nancial ils? 220 Tear jst ror LC Right 22M Meera Tlorng Fashions s og om eng strength. LC Andfnal Tim sarll our viewers have been flowing doxtshp- ‘cao exmpign, What your postion on tt, Zayea? 2M Wel, at Meer, wer opposed o esther obviously LC. Yos btalite biota me you havent yet sigaed the petison. 2M No,not yet Batts something serous thinking about. LC Youteard there fit om ur show = Zayea Meera going tog the pedi! And neat we ve eater ofthe ion won, Vincent Sea! Lesubeulwha Vines gal nye Fat lb Mb vodetee! 181‘AUDIO SCRIPTS UNIT 11 NEW BUSINESS (D3 TRACK 28 (1 = INTERVIEWER, S = MIKE SOUTHON) 1 Whatkind fart upsacethe mos popu with rst-ime eotreprencas?| [Ms Wl relly there's two types of start-ups which people do nowadays (Ones something tha sles a problem inca area So for example, thera localentepreneur and notices thera problers som stat & Plimbing company oran counting company oust something that Trang serie tothe locale tht ren ther alady otha some Enofphysiel barney sally services business Andthe other one, ofcoun ante! basins, where anybody in theory can ave 2 ‘eebsiteand drive people to there ad then ell ngs om i I could beselinginfomation could beseing products So Tsay ther are ‘wo ype thee local business and Internet bane. (03 TRACK 29 (1 INTERVIEWER, MS = MIKE SOUTHON) 1 Whatae some ofthe clase mistakesthat iti etrprencurs ake? [MS Wl the diferene between goodtart-ap and abud stare i whether youcan cally ell You stu Saige that people make is {pendingtno mich ime developing thei product and service without ingot to slit So the ey dings find customers fist then worry Shout delivery cond And Tsay the ther hing hat ely ols people teckis kof am, because ita gat myth tht entrepreneurship ira shlo acting Acolyte ateam ge Inf the nt advce tht give tobuddng eteprencus i before they even have an east find what ‘alla hrs somebody withthe oppsteset fills to themselves Soi theyre god at dlery thn somebody wo good tse of *tey god at sls somebody good at delivery an introvert anda ‘exovert perhaps Sud teams he main hing, And alo make Sure ther ae people who ctl want to spend moneyon your produ service. 1 Whtadice would you gv to someone staring new business! [Ms Wl storys fran gto oy and aes efor ‘ar spending any money ewe pend alot oie adv people [ta good mentor that somebody who can give you good advice, Tis Epub somebody you know mays amy end whos otsome Tunes experience and contacts Became mentors J two Ng es they can tat your de tose fits agood ies, they can gre you practical sce om bow to mate your product orserace bt, orhow to get, ‘omer Th the second tg they dosthey cn pickup the phone, arting eters for yo they an make contacts for you they can open ‘oon, ih ery nportant espcally fr that clase first custome: Taye sty tht everbody souk abeys have good elevator pth ‘Andtha comes om the expression when youn an levator ora |i and youre pitching your eso somebody important, pep 2 ‘istome or someone who mightiest our compan. abays say there ve shat people should member: The fi Pi tnd or pa, ‘wheres thepain or problem th you solve? That the fist question Yuma al youl The second i ity straightforward what the Premise ofyorburines? What does your business actully do? What Prats or ervces do yousel? The dr Pisa about people becauss, ‘Chart hss ys hae heros of dierent people competing ‘wih you Soot makes your people beter than somebody elses people I allabout the peopl in your oration. “Thefourh PisP forproof which sit. sounds rely good; agood ‘bln i Bat you ve toe some proof andthe bes proofs some happy castomerthat you ca det potential customers ta So ‘scesfalestomers very fod poot:The st Pisbitmore sort ‘fphlosophial what rte parpone of our basins? Now you ould sy very cous purpose would be to make mone, andthats absolutly te Butthe second purpose iy ar you doing tis trsness and ot someting ce? Are you making the word a beter lace? Are you enjoying yourself? Are you baving fn? And thowe are the five Ps Soi pin premise, people poof and then puspose, (03 TRACK 31 (V8 = VAL BAILEY, MS = MAX BRYSON) ‘VB. Dunbarry Jowell Bay speaking MB Hell thie Max Beyson aig on behalf of Caswell Department ‘Store Tike to query abilweecired. VB Lee etn Ck ou greet mnt? DMB Ys uo think Ihave tere somewhere Unf yes ere eb Ut tou wack son the op righthand sie blow the dat IMB Ab, yes Sory bout that Yes BJ1687, dated 22nd of Mi 1B BJL687 just checkthat x. Oh, yes Thaveit hereon seen What seers tobe the problem? 182 ‘mo Bs well we've been overcharged Yous the invoice for 300 units bu cour ginal oder ay, 0 20 va Letme cei have that ight. Yousked for 260 units, and we billed yor 301th comet? 8 Ye ta VB Do youhaveacopy ofthe dvr note? IMB Un mt besomewhere round er Lee es um Hang on st asc Um, ea pas that le over ere.n,the one on YO Yeah yeah. eet We deity signe or 20. {VB Wal ined cont hat with ered to Me Bon MB Plas cllme Mx. ‘VB Ceti Max. Assy need to check the cg purchase onder and ‘sue ane voice we have made amistae Can tke your number andalyoubac? Ma Yes the umber heres 0209658 SS18. When wl you calle back Val? VO Un itshoukd take long ing you er tis morning [MB OK, ie, hak you bein the fc unt one cock. VB. Onc pon? OK Mx Il ge oa cl borethen. Bye (03 TRACK 32 (V8 = VAL BAILEY, MB = MAX BRYSON) MB Ho? VB Oly could Tapeakto Max Bryson plese? IMB Speaking 1B Flo Max, hiss Val aly aling fom Dunary Jeweler im phoning shou the oustanding peyrent on to ofour voces tua Ab ig yeah. Um could yougiveme the vcenuies? VB Yah sre, There 1658, dated 28th of May. and BJI712 dated of Jne Tals sent youane mall reminder on the 1th of. ‘ma Yes ms VB Ayu Lnow our cred tec ae 30 day, and pment snow way coredae on bth oft. ‘ma Yeh sre 1 List polgie forthe dl Va youknow what ike ‘na busy office. authors paymentassoon aspossble. {a Tundestand Coudyou tellme when ht willbe? Mb Un slat barking the one 1m sory bit wei expectpayinet sooner ive the stun wel have toconiderwithdawingarettemithe vcs ra sted win seven day IMB Look, Tm» im sure we can sot ths out Val. can mak an exxpion toate tei forte 28 of Nay thie bathe ther vee willbe pai a pr ur normal monty payment procedures Would Uhatbe acceptable? Vo Sate young that you can pays wek? MB Um Tn saying we can pay Your te invoice from the 28th of May ye Ve Lage Wl we woul prepayment ofthe oher oustanding invoice sets 5 day IMB Un let este in. think we can work wth tha 18 OK, Mange bckio youn the 3th faye have received both payments IMB Yeh ofcourse. Thank fo cali Va Bye D3 TRACK 33 (AL = ANDERS LARSEN, 5 = EMILY BROOKES, UH ULLA HOFMANN) ‘AL Wl tobe ones un Ti happy with our caret perfomance: We Aonthave the sales ores wed anipted by ths tage, bu out oft nrg ae reson high hm indie tole ings, you ow onic athcy ae 8 ven fyute apy with your present statin, Andes important toteep ooking for way devon Ifyou dont you ing your ‘emptor the room e row ad lng make sharfrom ou and {hat could sey ween your postion. 1H Ab well yes yout ght. 8 Fano yout looking toncreas markt share itsimportant to make sure oor bine sn good skape [UN Wel weve defintely proved our production proces since we Started and manage reduc cost, proction and delivery ines. “We've alo developed an excelent quality conta syste, and our pricing sscompetine £8 OK what aout marketing? [AL Wl you knows we thought wea good products they prety much selthemsees 8 Tafa not ie at. The focus groups weve eld have produced ‘ote ndings Nos people nyo tt marks ave reer beard ofyour products And hose whoa bought a hme testing, 0 said they would consider buying one general lk thatthe istrotions forse weetoolongand complsed[UM Yes tue Ey Bat um, we ned tod something about tht. did ‘wonder about puting sort instruction vides onthe web, and maybe Sartingacitomer bog £8 1, Idunk enenslly you aod publ. A launch vents one ting tha woul ave created eter impact and perhaps gg ntl marketing push oryoorprosicts |AL_WlL you kno tole honest with you nite fuss got any experince inthe marketing eld, We eu ef theses eam fo get on witht malas we just hopd forthe best Bu eth, Lean sce now we eed someone to help eth thi. 8 Yes um coins your markt sare youre gingto have to find ways togetyourcustomersto want to buy mos or take cstomers fe yon competes oratract new customers oe poeahiy al hes And] think fe can get pharmacies and shops tou, dp your prods ‘more prominently tht woul hela Ur ean onthe counter alee than behind the couster 9 people can el thetes ‘AL Thatsanecllentide cos TRACK ‘Coming up net on oda’ programin, we hae the pci furs oe you. Ourfisteportis about the work ofthe Husk Foundtion, which |S dedicated to bringinginnoratonsin helo abl communes “The Foundation setup by bilonsie business Pal Hace and his ne Mita, ofes grants to orgasations working nthe fl mica technologies or developing countries where ey tos, low-tech Solutions sre despestaly ned (Oursecond report investigate the wok ofthe Food and Dog Admiitraton inthe United Stat Medical supplies eed FDA, ‘approval sl medial prodcts nthe US buys our reporter dscovered the appeotal proces canbe complicit sa dena For our final report we goto India wherethe prevalence of ype two Alabeesis sett grow more apy than nan the ation. Thee are ‘expected tobe more than 60 mullon ass by 2017. So more on these ‘sores coming up ater the break UNIT 12 PROJECT MANAGEMENT _ (€D3 TRACK 35 (|= INTERVIEWER, Pitt = PROJECT MANAGER 3, M2 = PROJECT MANAGER 2) 1 Whatare the gute ofa good projet manager) PML thnk you ned wo have ery good ltepesonal sil tobe very godt communicating and e dant peoples lesin the tay, so they ow exact what theyre supposed to be doing Ui not ike saying that the project manager ies the orders and the thers alow =n i Its not ke that. The project manger iat necessary the boss, because ‘he team members nay come frm ferent depatnets ad the project anager may nat be direct n charge of them. This wy he or ‘he shoud discuss sus with all members ofthe ten and then make cision together with them, et achierable gos but without ling people what they haetoda, Pa Realy, tobe a good project manage you need to know how to delegate. Youreed ote slo ogg diferent ses lat the came time you now be good atmlt-taskig On the other hand yore the peson ‘who can tnd ck and se the ig pitas havea ener oneview of ‘erthing And etng he dale onthe completion afc part ‘thea o you understand excl what people ae doing and wht, theyetllng aoe Bat most ofall project managers goto know ‘how orn tea, dec Uhm and motte them 0 that they re 100 per eat clear out the gals that you ain ee (3 TRACK 36 (TT = TOM TAYLOR) TT Tehinksuecessfl project manages work on succes projects think ‘hatha good start. And success projets, wel people sa hee things: ‘ntime, on bude, to performance Some peopl sya rope oF. ‘quay but like to eeormancethinkthose thee things general ane Undertod ibe asus project. at theres something dv an that sucess Whats sucess And dose te things but sal sorting elseas wel Sify projects. a wedding: on tne on budget performance They get mare at unde ie good enon at IESnot Andsfyoatallto people then they wllsny something el ie, “Wel like nice day. Wed ike some nce photograph or avidco Wed Mk everybody who shou comet ae! And therefore the roe. manager has the Joba geting those ther things done. weld power station which atthe oder end ofthe ory then on ‘ino perience = hat sound ood, atte may be ther things aswel Sof youl tothe akchoder you wil id things ke, Wed eit to bere Wed ke tokave minimum envionment pac somthing ke that Wed lie ito at for SO yeas So the project ‘manage needs to now what s acces for theses for thi tam, AUDIO SCRIPTS (3 TRACK 37 (| INTERVIEWER, TT = TOM TAYLOR) |" Whataresome ofthe main es for projet manager today? TT Tshinkits manly about change Projects are about change Society wants ‘hung. Tthinkthe challenges relly are no diferent in projet to wat rerpbody is ficing Tight bgt, tale for money requirements needing ‘hing tobe delivered on te maybe nous at the end ofthe project et atthe sages daring the projet things Meth. The bet se technology, technology ppeopiat tthe project -itmight bea hey technology Project itmight be alight one, and you se the technology tos i the people and theca There an intrest ery sini, the emvironment apd greases Alo ofthat appearing in projets 0 mak things betes, to overcome some the problems and damage that Inasoecurein the wold ua haan importnt iss fr people. Anu probly the biggest other ares asteaing with people Ui, you ‘an project manage fom bekind a computer on wlan a sud wah people (D2 TRACK 38 (A = BILL ANDERSON, MP = MIRIAM PARKER, (GH = GEORGES HUBERT) BA So.ae you ready? Want tole ody? IMP Sure Here we go Wome th sonfrene ete lest yor puso and hash si Please state you name (MP Nisan Psker nd Bill Anderson Yoav theft alert scone. hase wt wh theron, BA Whyarewe aay the fist oes Suzan Fey hao ond he conceal. [MP Good atten, Suzanne How are. (Gere Haber as now jd he ojos 1A Good atemoon, Georges ‘GH Hello Misa. Ace Bill and Suzanne thers? MP Yes, weal here now. Thanks oining Sica Fey har fhe cofrenccal. cos TRACK 39 ‘oxeaer2 'N-Thnow we were duet discuss thistoday bat think important to bring the issue up. We've ben trying ge these tals of the ‘ground for weeks now bat the people atthe Albany plant can tellus ‘when we can stat think we should ook foram alerative locaton. Does anyone have any suggestions? 1B Lcansee thats problem foryou but wehave alot to ge trough today. Lets come bckto that question tthe ed ofthe mectingifwe ve time, Whats what that oie? {© Whoops sony, [was just checking mye mal ‘cos TRACK 40 sxreacr3 [A> Asyou can se fom the reper the peoecte sales igus at king seypromisng. ‘Yes, do we ave detailed breskdawn by county? Sony eho wath speaking? (Me, Maths om the Phos office “Thanks for your uation Marth, Weave’ gon into that ewlof etl st histge © Whatsthat Sony guys Rago tum my cellphone of (D3 TRACK 41 (L= LAUREN, $= STAN, A» ABIGAIL) xmeacr Right then, Sina tn at youall know wehadan outageintheprodation plan ester for thre hours Stan, ca youbring up 0 spcdon that 'S_Woll everything’ working ne again now LDowelnow what the prablem wat? SS No,srry, Laure, note. There bvioy glitch inthe ster but ‘antsay how longi ake ond 1A» Abiga here Sorry. Tm confused. Agi? SS Yeah some sorta gch nth software Wel prepa incident report asapand llc youalinonit asoonasitszeady LOK thanks, St eine tata fra we cn get ody. Sy any ‘comments anyone? Gret! Thanks forthe inp You gus 5 BENeveybody, A BEN? (CDS TRACK 2 (RS = RACHEL STEADMAN, Ei = ESTHER HOLMES, DC = DONG CHEN, OM = DANIEL MATTHEWS) RS. Hill everybody This Rachel Stead fom Melbourne HQ Tody ‘wee geting an update onthe project to introduce ou ics inthe (Chinese markt Letsstat by tling the rl cal 183‘AUDIO SCRIPTS DC Hial Tiss Dong Chenin Hong Kong speaking EH Eater Holes fm Marketing Singer here BS And Daniel Mathews fom RAD it joined ws do ikyou now him Dani 1m Hye Sorry a ithe My last meting overan EH Dank thts Bish cent ee? Di Yen tateghe EB emt very toric verthere It ining England? DM Un, min bourne EH On sorte AS Racked hor Lets loka thetemsfordscusion cy Fists Esther's om Aun ony goth prt hs morning and hes ely tine tolockait £5 Dent wor, Danie Ee wl oer the min points now and you ‘Seat dale Nes onthe ged Dong Chea wa elk sat roocton cp. Tons lay something bout conser esing ‘Weonlyhae 4S minut schema art he? EH Well wee aad done the rst oundftiasand oad out few Jet Adm weve come up witha ch beter cat 1c Sony Eth dt quite catch al at Di you ny tha hee we Probes withthe 14 Wellnn init weed some ofthe ear problems 1M Dilan Ite qurston, What were th snl ther? EH Seams cer bocutwastoo geet The Chnesare wed the amount ‘sigur en our pocened ods mM Doyeukow hen? DC Dang Chen re Soy Dail go ahd DM Ni pasar ou RS OK, Dang Chen wht were you going 59? DC Whenithenet undoes ds, Este EH Net weck but thn Rachel wil saying more abou ht BS Yes tars wellbetaingabot ata trend afour el Scan eee cosTmAcK «3 Well we wanted eveyone ot our Internet based aplication so thal {beter meniberoldcolaboate and manag th pat of te projec ‘nore tice se ois in thoy ut any ome people ‘Portas law hgsotware aoe andi ples ‘th communication Some pope in Ina and Denmark pcer'o {heel phone nd thes owe shins an even paper ‘roms Itasca o ee tackofwhosdong wat Andis Tectse work ts dpc rmsed anc’ cuing ‘oe das Bat buts tat oarbiget bse satthe technology ithe wry we wrk ope think tear shoud be moe a dren and dain oented Weshoul wel we bod we shou freee tine mangement over ther apps rach qe ‘tht ls good enough approach that wecan tthe wer done om {ine Dut ih cgi sem tobe cued on mating wm ese {igh quay whch cing more dela costeack as dsoferece retary Yous thee rethe ine ines the pope inj a our anal hous ahead os 0 we canny communi fra dy sett he tine fora tGheenheos tbe ev tte este oper Ad Shoter tng pesonal do ke alg ntecoferences dst ‘Me coutntton nfo inca the cent by dung schedule ppge or other pote ele sod probes Lanse it ‘Gang inners and fiction, ‘nthe eck we et Rm the cen isaeaysso negative Tn that teicrumingbchind cede and thatthe cov haven ove peal ise apy bt ts not ge weve achive lotto thse 2 Tenis Hostal dose, cosrmaceas Desgaing th iliac for wpa wo ks ben sgh techn without hcentrevng he scope ofthe project The ‘tolled to chang: to sccmmodste the icesed tie at was peste Ande cent Wan th contruction tobe competed within ‘frond tmeFume Thee real fusrbeon enough tne alloca for ‘ply design ndrerisonto th plane Mysto pin as abutthe ‘Shel changes Why shold hey be sede Geo thr ida? Foaponing vacation war nat an pion and tld he chen that Now they reaming synthe edn weet Una wokng ‘rik tual be cottons ekg ter {non gl Ts ta ely sur fom poor common More ‘Scones ou lp we can ave gl progres epors 184 WORKING ACROSS CULTURES 4: MANAGING AN INTERNATIONAL TEAM cos Teac 46 hn few dys of i aval ihe ppnee pee wena of Shock They fond thee Geman cliente rudy conaerte ular The Gnas interred ring eens aden, jaded oe are nvechiog sneer anther uamcoe pe mecing ecg oc rery sal goupmctings that sean Miiga as ofopanas cata alten epee ental” confab wi the German way faglgeverytng oti oat ret for tapes pte ross ce ss ob ‘Tey seed a tn se the Geman wilngee tog ome coe whe ts wee unfsbed ‘eters Geran hey were opel ushppy wih ihe ones, ‘ho vemned vey ucreicave hey cepa a een ote ‘hod peal cd stati opin apa fal yt Tine ws ald the twos wee hay pain sch ther Commniaon ad completely reken own what Le bt ‘ertolte Andel team wedded ew monte costeack a7 “he two opinion hoods osetia nel dng Getemattewhen tame orindivdee” fem ddzetcuneesse sey brought opeterinthe weiglace Thee pcr ofeience Fea cacao cte cabee ey Car border etre or ter peso urine gece fl rts ts creme efor option tether _y ty deta ow te pope ier dwn the ray ora he ‘ew poe team elon metings mae dens soe robles, Tinupe af and ommmuicae Weal hse andl oping roc wat own ar SOPs areca oan tf iret ‘py people fm dere aes “Thrtweble each alu asumes thei ay sthe normal one Dacapend deviston Gomes noma percved el devat ‘reve devious People sao ks an we st opie om her ‘Stew things in ts sane {nthe ca ofthe Gentan ad pnts coopuis neler npltion ‘ether get pore any nentnding ofthe clr ater td baavi eb ae de Noattrpt wt madetogetthenew tea odes th feces sift bh he Sjgunereand Geran peal epee ponent and csr dead apes Thetea shone ad sche teapot aes Eines and eb eb way to work ioguhertnagh Codeofpciceor SOP. cos Teacxts Difrnttypsofintrtional ane wiles vat flint, Sometime fr ample br answercaa ele proviingacomblation ef ert ngug- wang aed cosa aig by pesonnel Ort ckoff meting franc mulination! tam at hes {Gammel aout tral lifes snaes ciel aw collxgus sal tar ere get wel gnaw they canes wor top Revel or ample deed very ey nn ellance wth santo lever antec ining emule constancy (Genaager tala hc compar Tey wanted oe are at tecthe Bench and janes salind goo ndestandng ofthe Cotualnonnsand opecatonrofict far: Rept fea etry ws cital inode bl twat td cee aharmonions yrtedup Ava ul the Renal Nos linc abo aps Recel gli row bell ngunge ofthe ler and sed inmectingalcommmunieson Thera a ematc change {pepe between compan andastct cuter betwen tues The allance rao sti oclun races oan ‘Retossnch ante Fortes uly inane Glen Ween Sige. Aferovera deed ofpertneniy he compan learaing Botescoer