Professional Documents
Culture Documents
Unit 14
state problems
deal with problems by finding solutions
1. You are in a meeting. People cannot agree with each other. Do you:
a. say nothing?
b. ignore them?
95
Unit 14 Dealing with problems
Comprehension Questions
their shin
1. What did customers complain about? It พวง
furning
2. How long had the company tested the product before they launched it? 6 month
3. How did the company deal with the problem?
Theyredledtheprodut
Dialogue Practice
Practice the conversation below with your teacher:
A: So, what was the problem with our new product?
B: It was making red marks on peoples faces.
A: How did you manage it?
B: We (recalled the product).
96
Dealing with problems Unit 14
MEMO
97
Unit 14 Dealing with problems
4. Management style: Staff constantly complains about the silly changes new management makes. I enclose
a list of comments made to me by our members.
maybe other
languages, new product ranges, new customers.'
There was a family atmosphere before. The management really cared about us. Everything
was more informal.'
We don't know where the company is going now. We have no idea what our strategy is, what 'our
'We get e-mail messages from Dallas telling us what to do. Surely they can trust the
management over here to make the policies and decisions?'
Comprehension Questions
mohin
g.
Activity
Western Airport: Complaints about the restaurant and bars
The restaurant and bars are run by Airfare, a food company which has a five-year contract with
Western Airport. The restaurants and bars are used by four types of customers: business people, tourists,
airport employees, and groups (sports teams, clubs, associations, etc.)
Complaints made by customers were as follows:
1. The restaurant menu is unimaginative. The main dishes are either steak, ham or chicken. Surely the
airport can do better?'
2. Airport staff, who use the restaurant frequently, say the meals are too expensive.
3. Smoking areas are not large enough, and there is no clear division from non-smoking areas.
4. Passengers can't relax because they don't know when they have to board their planes.
5. There is nowhere for passengers to put their hand luggage. 'I was afraid someone would steal
it, so I couldn't enjoy my drink.'
6. The bar staff look unhappy and overworked. Some are rude to passengers. 'Bar staff seem to
expect a tip after serving every drink.'
98
Dealing with problems Unit 14
Task
Always come to Iran knowing two things. Your success is defined by your ability to build
effective personal relationships, combined with a clearly outlined and well-presented proposal.
Building a relationship with your Iranian counterpart(s) is critical. The first meeting should be
focused solely on getting to know each other. Once a relationship has been established, you can safely
move on to business matters.
Iranians are astute businesspeople. They enjoy haggling and getting concessions, so be prepared
for long negotiations.
Decision making can be slow. It is most likely that you will meet and negotiate with less senior
members of a family or state department at first. Once you are seen as trustworthy and your proposal
financially viable, you will then move on to meet more senior members.
When negotiating, Iranians will start at extremes in order to gage your response. Prior to
negotiations, know your target figure and work slowly towards it through meaningful concessions.
When conceding, ensure you present this as a favor and a decision made out of respect and liking for
your counterpart(s). Try and concede only once you have gained agreement on a reciprocal concession
on a separate or related issue.
Do not use deadlines or pressure tactics, as this can backfire. Be patient.
99
Unit 14 Dealing with problems
Write Aloud
If you need to negotiate with an Iranian company, what would you consider most important?
จะ potienti
Dialogue
Reading
morale: the amount of confidence and cheerfulness that a group of people have.
turnover: the rate at which people leave and are replaced.
inspection: the noun of "inspect" meaning that to look at every part of something carefully in
order to find out about it or check that it is all right.
redundancy: the condition of being no longer needed in a company, organization, etc.
Vocabulary Exercise
100