144 Audio scripts Unit 1 ll 1 Kimberley So, on my frst day here, it wasat {the afternoon meeting and was introduced tomy colleagues. they were pleasant enough, but it was kind of annoying atthe beginning, and, well, pompous. guess I could have been ‘more open-minded. I was too quick to judge twat jst ciferent to what | was used to, bout with time I think my impression probably changed. Ex the baling teal ein thie out ‘of-the-way, purpose-built industrial zone, as ‘hey call it here. In fact, i’s pretty upmarket and I think thas pretty much everyting you ‘could ak fr. One thing found very time: ‘coreg was te conatend roting we ‘wishing people farewell. an appreciate the ‘ed for formality, butt got kind of tecons, all that kissing and shaking hand every day, 2 Igor yenen youre working ner, you nave take into account the wide varity of carl fluences Is quite amazing to me. eal. say i'ss0 upcoming invest pouring in rom everywhere And it really melon por cular, so asinens tends beemore formal which, personally thinks rotabad hing Pople deme manly and they ae confident, you know selacured and outspoken. Where lcome fom many fringe are outdated and in some cases te rardown, bt overere fs the oppnite Foorything enw and ate of that suppose a predictable outcome ofthis diference in clare is that communication ‘egotations and busines deals Sowhat Ippon that engage nd coco got Simplified, which can eed to meetings hate, eat kno, utrothe l= quite dll weal. 3 Ho Lee Pat When you arive in New Zeal eae say on gy take onboard Alot nev information to process Bat New Zealanders ae ver down torah people and very easygoing was surprise at fit but ike it Coming fom & Ugly gues sot supa New Zeal estes more lowes es, this helps to make itrelasing, but there are times when can fe quite a lene place One of the mest unexpected things fr me was hove “erin cs poop ng Joking are very much pat of the cltre, and {esniceat work sometimes when people are ‘ols serious Ithelp ta cheer me up 12 Part 1 Johanna Hi, Peter, how are you? How was ‘your tip? Peter Not bad at all: hada been before 20 definitely interesting, thanks Johanna I've had a look through what you've ‘ent me 0 far and well tall sounds very promising. Peter Good, Iwas ooking forward to hearing, ‘what you'd have tosay: And the experience as gated lots of elp an Vm really pretty excited about what law Johanna OK, well, before you stat, can Tjust fill you in on what the cient has Said hile gerne? Johanna Will, the thing is, because ‘such an up-and-coming pace, they've told ‘as that thay dafintely want the ite tobe ‘somewhere in that area. So, do you think ‘a abe? Peter I don't see why not Krakow isa fantastic place Infact, I started off my researc trip inthe city centre, which | have to say is absolutely beautiful and Ducal wil ie There's me anadrgoings ‘on there and there's a great vibe. Less, ‘According to the local tourist office, they're really investing in developing the area; [however from what I could sce, there are slealy nutes tes ate fo the business market. But I gathered fom the locals Imet that there could be several interesting sites worth considering inthe ‘mountains outside the ity Jonanna OF; ihe where? Peter Well cant pronounce ther! But they ‘wrote the names down fr me and Feat my ‘layin Krakow short and headed forthe hills Jonanna anc what a you tna? 13 Pasta Jehanna £6, hove did you fo about the ‘mountain ste? What wast called again? Peter Zakopane, yes, that’ tight. To be fle, it coald have been worse as location absolutely breathtaking scenery, but then that’s not everyting, No, I've got to say that have my doubts. Johanna Oh, Why'sthat? fasta gut feeling? eter Maybe, dificltto ny, but Fast not 100% coewinced. [found ito be more of faski resort than a business centre Plenty’ ff sport=loads for guests todo skiing, ‘walking saunas plenty ofthat kind of thing, im not eying that's bad thing, is jst that no really an ideal location for this type of hotel -and isnot even. ‘especially close tothe airport atleast a ‘couple of hours’ drive, Noa inal leant belp feeling that that wptic woudl be abit mote complicate than we anticipated Johanna Yeah, I take your point. So are we ‘Saying this ie stil a serious contender, or ot? ‘Peter Well ts lt ny Lie Lao i's got ‘ot going for it realy, but I think we can probably do better. Basically. 'm happy to So sit mare research int the tea you still intresed, but Ican't promise anything. Jota Toee, OK eo Hel ay ae potential pital of locating there? What's Your impression of theloal workforce, for Peter Well, wouldn't gose far as to say ‘Ua ney dow ech Enns tall bu 1 did run intoa couple of problems with ‘commiication which makes me abit wary. So that's another reason why fm a bitreluctant to recommend the ste at this stage. Bul, look, ely dont yout come out snd see for yoursel? Johanna Wha abou the thin ite? Tndesand you went back io Krakow atthe dt your tp vit a potential ation cmthe edge ofthe city? voice Yoo afar Te never nen Snyhee quit eit ve pot oy hat Tmeonvinged tat wecan make something butolit=it hast about everything you could ack ior, elaann Nate pineg eter The major advatage that he nastics ley npc. Fm sre Youogretat the focal ites ae ist Gan Tbyen sto pbenlokarthe rece Johanna sh, sure term,’ you mention that fan abandoned eter Yo t's thsold brewery which Confident our cnt can ace ant eft Baal got lt gin for nel he pros dente outweigh eco. Johanna Im not sn hethr the ches budget wil seth hat far eter No, OK. bt ay thit snot aeason te daa: Lok end you my proto figures You sce tat the puch value cf the csasd factory detintelymakesit So craeba Keates, rally not with the way property ales a neg. Angee teaghapefd be impressed, cd ike ost ups meting vith the vnc Jonanna Bat we have tae the gues through neta ye Peter Yb that nv’ ap tring ron tic reine brik. fs only a preliminary meting Johanna Vel OK but tn weed ae pained dr ny ther poten thom tor thst dont we? eter Fm proty sre Fe covered everything in my ara. be wring everyting ip ine this week Johanna OK bul og me ally on board per retype ere ely call Caneince me ther an maybe we connie free 15 4 Asyou'l se from my projected figures, the purchase value ofthe disused lactory cfiitcly males it worth considcring, Pm ‘sre you'll agree thatthe lal fies re first class. 1b Basically im happy todo. bit more research f you're sill interested, but ant promise anything. Van abi reluctant to recommend the sit at this stage. But, look, why don't you come out and see for yourslP «€ 'venever seen anywhere quite lke it I've got trsay that Fn totally soviowea that we fan make something out of t— it has just, about everything you could ask for. 4. Tmjust not 100% convinced. edocs have absolutly breathtaking scenery, but then ‘ha’ na even ng16 1 Hi, my name's Holly Cheng.’ from the Singapore ocean well) accourvable foreverything that goes on in Production Planning. I'm pleased to say that aftr to years in the job I've now managed to get on {op of things and can see ways of further improving our ablty te deliver on time. Lately, I've been concentrating on local pradhction, but with the worldwide tatogy sathering speed, its becoming more and more Important o look atthe global picture. What's the point of me being here today guess ready to take on board anything can about Tene bate ene fee hehcorn -my team ad our counterparts aroun the ‘world. [de havea tendency to talk to fast 0, please slow me doven! Ur stop me t you can't Understand what I'm saying! ello. For those of you who don’t know ‘me already, am Elke Sefried from Graz in Austria My responsibilities include ‘optimizing the quality asurance procures at (Str plant eve teneune sat we Guly prlace parts of the highest standard. I'm empowered to etison any sub-standard products and have the task of working out what went song. Td like to point out that over the years, have ber coialy imposing proc, sid hope toshare some of my ideas with you here Hi there. As most of you will know, im Harvey Benson from Atlanta, What can say? Well it _might surprise you to know that we've few reat yearsand we’ just ling the stl (t.The polnt by wee Finding Healy tough to keepontopof demand, but, wel, you gotta sive the customer what they want. Basically, -ny roles tocordinate what happensbetween departments, making sue that communication ineptimel_ thinentoilye lot oftalking, mailing, setting on people’seases, and soon =o [might ‘othe everyore's favouriteperson! You'llbe happy to know thatwe'vebeen selected 3 benchmark fr best practice, due to the process thet developed. Toget othe point we want tohelp outall hesitesaround the world in ‘optimizing their communication processes ~1 hn twaitto share our expertise With you and tohelp you embrace the changes you'llbe facing over the next few month. Unit 2 21 Interviewer .. and tay I'm joined by Susan ‘Whitaker who's a carer caach ~. Susan, tore and more peopl eer to be exploring {ess tnditiona sarees options Realistically what are the altematives ta traditional career? ‘Susan Well yes, prople are beginning to realize that if you want to move forward yout mee fo la ceoponoily fox your ‘wen capeer development. And if you want to make a real change, you have to bbe prepared to take someriche, Talking yourself into that promotion, and climbing se ung ne ena Ges ler ‘may not necessarily be righ for you. IF that’s thecase, then You have to take a serous ook at your options ask around few vice anal are whed gent con dahon follwing less conventional paths. Interviewer So what kind of options ‘are people looking tor whe they're contemplating a change? Susan Well, there are several ways of approaching the issue. For example, you ‘may want stayin your current fed, but vitha change of role. Some people opt or ‘lateral move, [mean moving across or Frionnfaly itn rn ml theca level youre currently at so that you can jain more experience in a similar position, ‘owing back or down i also possible t0 explore anew direction, open up new ‘oppertinitinr x incwncingly tte, 0 resce tress. Or You might like to consider an exploratory, often temporary move #9 another lation or department, just to give Yourself a taste of what else is out there Datel cours, something se to materber 's that, overtime, you will grow into your role, ind then you can develop it on your ‘own terms, Interviewer Does this relly work for people looking fora change any change~ because they're just a bit bored? ‘Susan Yes, that’s right, there are times wher we reach a stage in our carers when sei fal eka sre Which ‘rection we should be moving in. Within a conventional organization, its really upto ‘managers to laok out forthe waming sighs that people are looking to mave.on and to slcctos the options sth then They nocd te focus on the positives of being sssigned to other departments or project teams. It ‘edit men you're being sideined — your horizons are simply being broadened ‘Thetoact of opprench Interviewer And what f the changes suggested by your manager don't match youirexpectatons? ‘Susan. Well then there's the ultimate step ‘of moving on compltcy. You went te {go beyond the scope of your current jo, there's nothing suitable where you ae, 40 yourstart looking around for an interesting position in another organization, Interviewer And ise manager cverHkely to fncourage this? ‘Susan Well, you and your manager can see when you've looked at all the options and the fitjust sot there: Maybe your sills don't match hoe relied fo the ob, pethape your career gosls are unrealistic within the organization, In such cases, the manager may just have tolet you go, andthe move is done well, you can end tap beliy he Det edhe fis i. organization after you leave Interviewer OK, can we just go back to Your [point about the move downwards oF backwards? How is that supposed to bea prngeasive step Suey ants find that demotivating? ‘Susan Good question. know thiscan seem ke some kind of voluntary demotion, but that’s not necessary the case. I's dificult ‘expla enaly, Dt sunt, at onder tomove fonvand you need to ake a step backwards to put yourself in a better positon forthe nest move. Interviewer OK, well, may have to take your 2.2 Extract 1 Heidi. Right, everyone's here now, so ket's get started, shall we? Emaaid we dont have that much time. Now, as you know, the purpose of today’s meeting is to look tour current crtment problems. ve ska Arun to analyse the underlying ‘causes ofthe ditfictes we te currently texperiencing in erating the right people. Soon perhape Aman, yo like ote through some of your findings. ‘Arun Certainly Well this isan issue that has een aecing Coben Walst or some time row. Ive been following up on why's0 trany candies have pried ja fers ‘And basicaly there's no getting away fom, it—we face serious competition from the larger, betterknown accountancy tems. ‘Top graduates know how much they're prestigious, higher-paying firms. Rachel Could just say something here, Heidi? Heidi Yes, gosh. Bechet Vows pork sc Tike thie, “Analy, but [think thatthe obviows solution to this problem must be to increase the initial salary package were oering. really think we should consider doing so Andy Lin eer, but I don't think a'r in ' positon todo tha, Rachel. Apert fom anything es, it would mean we'd have to increase all slaries bythe same amount to ‘retain motivation in our current staf point about salaries a bit later on, Rachel? Andy Agreed, Anyway rather investigate other options betes we ge down tat ‘oute-I'd be interested to hear about your suggestion Heid before make any Heidt Yes, ofcourse. Il get onto that in ‘moment Arun, did you want to tallsabout Sa retention issues a8 well? ‘Arun Yes, well, as you know, we're also experiencing a high turnaver of staf, again, primarily among our younger cmplayecs, Raced on what they say tn tele tut interviews, thre seems tobe a general feeling that we're a bit specialist and they progress faster inthe careers by moving, ‘Sompanies. They don’t seem to fel any particular loyalty fous. Ard Rachel If could just come in here fr ‘moment, Arun? What makes you 0 sure ‘team issue that only atfects our company? rd aay i'sthe attitude inal industries these ays poop simply don't tay withone ‘company for dat long any more Andy Of course you'e absolutly right, but ‘Ne cat just ignore this problem. {know you'renot keen on i Rachel but leally think we should hear about Hci’ schoo! leavers planOT et 23 Extract Heidi OK, given the current situation, Ym ste youll understand the need to improve ‘our choice of candidates ‘Andy Absolutely yes, rid. Now, fm not sure what your feelings ate about this, but we think we need to ‘move out focus away from university sracluats, We were wondering i we could ‘anor targtingschontlenversinaiad offering them an appreaticeship with ‘Coben Walsh and paying for them to study tor thei professional quaications whulst gaining on-the-job experience Ann Fe Heidi oon this he the right ‘moment to mention the conditions of ‘employment? Heidi On, yes thanks, Arun, Wel bastaly, the new retuits could combine work and ctney be Fon yaa daring which they, ‘would receive a moderate salary. After five years they should then get thee full profesional qualitiction, Rachel But surly the best stadents will want agren fetinuersty? Anal wrn' ther he ‘ua feeling if we then recruit a graduate ata higher poston witha higher salary? Heidi Now, is interesting you should say that, because actually Ithink the trend i= damnging Alot of good cules ant really worried about the cost of going, toniversity, andthe prospect of being. indebtIteould be that they would be really happy totake a secure employment opportunity inated. [Andy Wed have ta demand very high grades from the school leavers, you knew, to make ste we get the best candidates, Hild Yes, quite: Now, coming back to the ieee of graduates —they haveto complete thee yeas of training once they join us imany case. That means that effectively they'llonly be two years ahead ofthe school eavers, and since we're paying for five years of education I don’t think the scheolleavers will complain about thelt ‘comparatively ow salary Rachel: Mim, Tsuppose so. But do you rally think school leavers wil beable tomake such big decisions about thi arcor a he age of 18? Given that we need employees who are committe to the profession, ‘wouldn't be better to fects on way so improving ou graduate intake? ‘Anan Well thinks lt of eighteen yoar olds “doalready have clear idea of what they want todo. Er... something else we've ben thinking abouts the introduction of anentry exam 24 ‘Arun Iso gad [finally had a face-to-face ‘meeting with he pariners— I haven’ hac ‘much contact with them sofa, and atleast now they know who Lam, Heidt Yes, 1s yustas wel Lough you ‘along, Arun'—as you'r the one who's real tring tn have tall with Any and Rach if edo goahead with the changes Md thought about it could have brought one ‘ofthe recruitment consultants We use 35 wel, but there's always next time. It wuld have ben good if we'd made a bit more ogress today ‘Ann Yes, if only Fl known how Rachel ‘would feat 1 the schoobeavers proposal. ‘eta Well, we should have antcipted really ~we already knew she was quite resistant othe idea. Conversation 2 [Rachel All can says, 'm till not convinced this isthe right move, Andy. [might have ben abit too forthright, but Ineed tobe ue ay le gt fr Une cpa Weare partners bere afterall ‘Andy Well itcould have been awful ifwe'd ust gone round in circles Atleast we ‘managed to have some kind of discussion. ‘Rachel Te. Dut upp Had oe the to present the other side of the argument? What would have happened i Thad’t suggested improving our graduate intake? ‘And Ist dont think Arun brought much tothe dscusson tly heres Hei ‘Andy Yes. but i's good thing he came to the meeting, though Itsounds like we're ging tobe working quite closely with him from as Conversation 1 ‘A Go, what would you do ifane of your key members of staff was off sickon the day of an important presentation? 1B Um, well. would ithelp if gave you an ‘example? A Mes. Coon 'B I mean, something like this happened to me inmy previousob Conversation 2 {A Blais tOK if we make some changes to tose plans you sent trough? 1B The ones attached with the proposal? 1 ght they all eon pened A. Noy Iwas actually referring othe ones drawn up for internal purposes, Especially theone on page four it ooks abi odd 19 ‘A Well if you look at the eae atthe bottom, ofthe page, you'llsce what I mean. Surely thatean't be right? Conversation 3 [A Sorry, Fm not really sure Fv undersoo Does everybody nee tobe informed? B Sony? ‘A Yes, sory lel me rephrase tht. Am supposed to notify everybody inthe ‘epremanteach time Let eof Se proposal? B No.of course not, you won't have time to dd that, What Fm saying that's worth ‘ering it to the people responsible for that ‘Parmicular region. | know Alex s ooking, for new contacts, and sos Thcery. In other word. there's no point in itsiting in your invteay forthe next few weeks, Conversation 4 ‘A Wel the ast year has obviously had its ups snd downs fr you, but lok, the fact of improvement in your performance aver the ext sic months, 1B Butit'sbeen so difficult with all the change Tiere onic appre we fare factors which are out of my contol. [A Yes, Tundestand that. W'sbeen dificult for everyboay inthe group. But the point Ym trying to make slike to see more evidence of how you deal with these challenges Conversation 5 [A Tot some useful feedback from the morning session. Overall seems they (fel well ors alate pal 1B Really? But don’t we keep them informed with our newsletter? A Yes, but what mean by “sell informesd” fs, they'd have liked to be more involved ivi ie praduct fone cae anes Look... to putit another way, coulda’t we ‘consider leting them tril the products in their own marks fis, so that they fel their views count? Unit 3 a1 Interviewer OK.Can you tell mea lite bit about the company? aki Yes, well, our constancy, BICG, was ‘setup in 1999, Principally, we do research fn he eld of new way OF werk el fsa fusion of several diferent disiplines related tothe organizational aspects of a ‘company. So we focus the infeastnicre ~ the information and communication technologies ape he workplace We look at the physical environment, architecture and the se of space. the way office should be built and laid out ‘And moce generally, we deal with the ‘slural aspects ot & company, ike working practices. Interviewer Why does the professional world ‘ced nev office and workplace concepts? ‘Maki Wel think it's more lke the end ‘ofa process, you know. Basically, We hhelp companies to move with the tines. Tan, the business world has been valving rapidly over the lst few decades, ddueto new technologies. Things have ‘hanged and is tne for physic spaces to accommodate the new needs anc teativements of the woe of wrk. Interviewer OK. What kind of advantages are ‘here rom a management point of view? Is ‘tus purely a money-saving exeraser ‘Maki No,not exclusively: Imean, cost “caving i cevainy ane ofthe rele youtean achieve, but isnot the most Important, What i essential is being more productive and having more ettcient and effective processes, and teams and sweeking ractions Then, alan having meer tivated people Interviewer Mm. So, limagine you make ‘quite a few changes to the working environment. How do the people who are problems do you have t anticipate? ‘Maki Wel, actually one of the core focuses ‘of our work is to facitate cultural change ‘within companies, People react iferenty Normally the people a the betlom are quite happy to get something new a mone open and eretive environment. Those a the top‘of companies, senior managernent, they are ihesclormpiten te atmo re es concepts Bt middle management tends t0 be very resistant othiskind of change, so we have to expla the tenets or them as i's important to generate enthusiasm for these changes Interviewer Yeah How do you se this situation developing inthe future? Are {here going tobe any more major changes? Orisitmore ofan ongoing process? process for acuple of decades We're setting more mobile and technology is Betting smaller and smarter, and ths isa frend that s making us more flexible, more td tee icdepentent cl pace So the lofi wont be the pace where you have to jo every day and work eight hours. Work willbe something that you can do wherever you are and, really, you'lleome tothe fice meet people unl cehenge oLomniiee: and knoe. So that will probably be the trend in the neo future Interviewer Buti people aren't coming into the oie, wont there be a problem with aki” Min! Definitely, finitely! mean, this ‘is something you have fo ake account o, terse that people will communicate in the right way and wall still ave this "we" feeling -bsing pat of tam, You have to distinguish between the work you can do individually wherever youae, and the kind of work where you need to exchange information ideas with your colleagues, and therefore you go to the offic, Interviewer Mm. Arid how do you assess yur progress? How do you knove whether ‘not the work you've danehas been successful? Thal Since we deal very often with oo called “sof factor, its no that eaey to measure he succes ofthese kinds of projets. Nevertheless there ar other ways t0 measure sccess Obviously, you can check the motivation of the peopl in a company. You'can also check measurable aspects, like, for example, the time needed to solve ‘problem. I you reduce the normal time ‘needed for solving a problem, then you ane more productive 3.2 Extract 1 A ight, il yout inn some of thebackground: research from Henley ‘Management College in the UK has sown ‘that mide managers are under meressing, pressure and is going to get tougher. Why? that management will ecome more about resourcing and measuring rests than about following day today procedures, People are expected be working more yn he people will have been working flexibly for ‘more than a decade. That's something o think bout and Vi return to this point later ‘So, 'vedivided my tlk up into three sections Fit ofall, 1 consider the curtnt research After that, 1 go.n t tak about the ‘impact on the workforce a¢a whole, and 1 conde with some comments about how this ‘ill affect employers 33 Extract2 Fike to startby saying afew words about some ofthe charges predicted tha recent report, One significant change willbe the rise in demuting’ By ‘demuting’T mean ‘Working remotely from wherever you are, and not needing to travel to an ofie. So, the ‘opposite of commuting really. It's antapated ‘that ax many as 12 milion people nthe UK wll he working for homme by 2005. the 20th century was about the 47-hour week for British workers, the 2Ist century is going tobe about a new generaton of career ‘nomads Now, dnt know if youre familiar with this tem? Wall ‘carer nomad goers toemployees whoare changing the rls of time management in ways that suit their new approaches to work and fesure time. To putt another way employees who no longer think In tere af nj fr Hr bat mati ar changing jobs, and even carers. We ned 10 ask ourselves is this a good thing, and for ‘whom? 34 Extract’3 (Ok singgon ie Ur hoohat ow this allalfcts the workforce, One possible consequence ofthe home becoming the focus ‘of most people's working ives will bea rse in‘bingetime carers ~thisis where sployeos work tru fn at goed period and then lake the equivalent amount fof time off. Personal development could also benefit sinew ways of working give rise 0 ‘shadow carers’ ~ and perhaps here [should Just explain wht Touhy alow careers — that’s when amateur activities are pursued to professional standards. So fr example. "Turing tothe next point, research ‘commissioned by British Telecom points fut hat 247 acest company el a information via phones and BlackBerris could simply translate into staff working Fader and longer, unless organizations devise formal policies o deal with their new working practices, nc 98 Tsai ear, t's pressed that there willbe tension between employers and employees over some new ways of ‘working. say more about the effects on employers ina moment. Justo digress fora Second the report suggests that the tend towards home working could have other ‘oxitive socal side effects. It points tothe {act that three-quarters of people questioned believe that flexible work patterns and the rise ‘of home-based businesses are likely to revive local commurities. And six out of en people bellove the shif- will make lager eonmanition and cites more personal and people-riendly. 35 Extract For employers, however, the flip sidewall ‘this willbe the sheer numberof alternatives cveilable to individuals. And this brings me tothe last point. Whenever I hear employers discussing how they are going to compete for talent the focus aways seems tobe on competition with ther employers. But today's iauckgyanae ronesainarione ‘mote opportunities than ever before to make distinct choice between corporate fe and POT era es |working, in whatever capacity, for themselves land wee anbcipate that this rend el only ‘increase, And this s my key point~by the mmid-2Ist century a major cultural change wil nave taken place. Ihe workforce will have Acquired the power to make choices, and employers need to recognize this and tart planning for it now. To sum up, forward- thinking employers would be wise to view ‘uselement of choice as justas serious 8 competitors other employers are considered ‘become a key priority. So, that brings me to the end of my talk. Thankyou very much tor listening, And be happy to fake any questions now, 3.6 Vea. Feant en any altennatve Hinks bound to happen sooner o ater. 2 Itmay happen, but isnot very likely. 3 think is possible that wellte new fnovations inthis area, yes 4. may wl he that hinge change in the next few years. Wel have to walla ee. '5 Definitely, yee — there's certain tobe a major change al some point in the future. 6 think is very unlikely that will happen, to be honeet 7 Oh, most certainly, yes. And its highly ily to impact on all our lives, 8 I's quite probable that we'll see some big changes in the near future. © We certain that there willbe significant changes yes Oh, definitely and there's a good chance ment of ts wil benefit from these changes. 37 1 B Hi, Sophia t's Manjit. Have you got afew minutes? [A Er actually Tm quite snowed under at the moment, with the exhibition only two days way! 1B Tknow what you mean, I's quite hectic lover here. too. Fonly be a few minutes. though. A-OK. What can Io for you? 2 ‘A Howe was the presentation? Did it go scoring to plan? BB No, not quite Irwasn't so grent, actually ‘A On B Well therejust wasn't enough time to cover everything, And there were quite fev teshnval prem akong the may clon think the organization here hasbeen partculrly good, actualy ‘A No, thas has it? B mean, they should have stack with the gine] 2am pe prmenato [A Yeah. Ie might be worth Sending an emi to evervone iho came, to cover the parts you. smissed outOT et 3 ‘A Wj that Ho ining ite tac tomanage my work now thatthe team has ben split up. spend way tao much Sime passing messages on ad not nearly enough time doing my actual job. BE Tier wha yt onying, Toi Lio thisisa tricky time fora lt of you, but really think hatin the long run it work bette asa system, A Leon’ know oe! like I'm just treading 1 Believe me, Ian see where you're coming from, had simile problem at my lst ‘company, but itd work out in the end ‘A This sso annoying. Why won't people reply when Task them to? I's been three days now. BT know. tll think you should send the again, though. hadgering them. 'B Ouite. Well. you might want to word itso ifs not too aggressive in that ese. Unit 4 4l 1 Nowadays, of coun thes lot more crmulation and dacson, bt i the ced Somcone has otk he ial econ ard tha’sme Sometimes you fel nervous pating your algatue toa mul-nlion Eat egrement. Te got it wrong — wel, prefer notte think about thet. Bt of sours, Te only reached the positon min becase Tm not overcautiousty nature Ihave been cused of Being recess for example when Took the bold step of eating al our top cltbe tang ples by 20% at Novembce. 1 ‘was proved ight on that one, Toan ouside, iy decisions may sometimes lok rash, but Yoseante sure [ve only reached them afer Carsuly weighing up ll the pros and cons. 1 ives ty ttle aehlee st have inanimpradent way with ther investment Youhave to ak yourself agin and agai: em Tein prudent? Oris this course of acon basil foolhardy? And, ofcourse the other slut tc hat ni ig anyone any favoursby completely aviding instal rk tht card posiity of Saeable ture, 2 Think’ what comes with responsibility Sometimes it els ike the whole of my dally sori if illo win ek but hate because have ult sof eedom to make decison. For example Ian deci ext ‘what deal Toffer potential centson price or dlscounts. That mean den alway know for ture tat Fve go tight. Gametime put te, phone down and inmediatly Fm wondering how sensible that wasn many ways, the Diggestrisk ace my work the sk OF wasting time. As they ay time money ~is Sein ay wees Hye tank ye ok 3 good potential lad, yu can spend days folowing up, and then the whole thing cn jus collapse and you end up with ring So torome degre youThave tobe cautious bout Accding which nda tool up cy 3 Tein mat prope think msinly of health and safety issues but isnot only that. My responsibility covers all areas of risk within an organization ~ financial, legal, environmental, technological When I discover a potential oben oy bs tone the ervey of {he loss that could result rom it~ maybe in ‘equipment or time or knowledge, or ever hhumanlte~ and put financial value on that. also calculate the probability ofthat i choaly appering len ter decSto ‘which risks nee! immediate attention, and which ones are manageable. In many cases Youcan fi ways to completely avoid the ‘isk, For example, if you determine thata Haircare is potentially dangorous you lose itdown and reparit But outside of safety fests, avoidance iat always the most ppucdent course of action. I you went to the (CEO and advised him to avoid every rick, you'r probably gonna get a deeply sceptical response, A totally risk-averse company is never going to make much progress. 42 Extract 1 Jean-Luc .. How about now, Greta? Is y etter? [Yeah] Good. Any mone technica hitches? No? OK. So ifthe document share programme is now ‘working you should al beable to se page seven of the proposal on screen. Joana, ‘oul you talc us tog Joana Yes, sure. Well, if you could look at the ‘bottom of page seven, whore it says Risk Thomas... OK ss one problem. And iy penctoe contain incalty has increased dramatically over the last year Jean-Lte IR interesting, Thomas thank Yer but ili probaly bet for nthe ning be we ies iti could fast bring the conteraton| back 0 the agenda Joana Am right naj thatthe general “pions wecan go aad on is? st Kt se, oe eve esta poervuize: Are ally pooped to ke thes of cur best-cin prec ected the Nie Crue jsttochace is pipe dream of green ourin? [suggest that we pect fr cana pays velinary huge fr carbon ofseting Now. by dina the Jean-Lac OK. thank, Khali maybe we can Joana Wel i you remember we dd explore this ast yor that was just before you joined Khalid and we died at the time tha it asthe rote ogo down Jeune respi nts rth Tatiailcing? Nouns Telly dont thinks. lit spt oun, do nary travel ane green tourism rely go together? And pe thousands of dlls tostay ina mad Fatwithout nnring water ext oa termite trou? Tate wha im eng Jean-Luc OK, Khalid, you've made your ‘nt Gren Fl needa hing ‘what you tink about this Greta Well at first Twas very much in favour ‘of Joana's propose but Ladnuttnat having some second thoughts about it Which is why put forward an alternative proposal that we'te going to discusslater on, think wehavetotake thelong view: There sshuge growin inthis sector and We Khalid What do you think ofthis? We offer suslanora tha Spd nl pyng the enh offeetting as an extra Jean-Lue Sorry Khalid. Could you let Greta tinh, please? Khalid OK, sory Crate Lean just saying that Lthink: if we've ‘going to stay competitive in this market Extract 3 Jean-Luc ... 50 thatallseoms OK. Thomas Thave a question for you here. How ely ie ctor cree pare long, the Mombasa coast would buy int this proposal? “Thomas Can just check—we are now talking about the alternative smaller-scale proposal Suggested by Greta, ramer than Joana tl scale original idea? Jean-Luc Yes. think that’s where we've got 10. stat right? Joana? Joana Reluctantly yes. Fm not ally convinced yet ‘Thomas To me, it sounds alot more ‘manageable. Our partners can make a transition overa period of year rather than ‘overnight and depending on customer "uptake, We can go ister or slower a8 appropriate Think that makes more sense ‘than erying toda everything at ance and possibly flling at on our faces JeaneLuc OK, wel, we seem tohave some sort of consents although we stil have to convince Joana that this the right course ofaction Extract Jean-Luc OK, 'm not sure thisis geting us ‘anywhere! Wel, lke to draw things toa close so can just ask everyone to sum up ‘mention any of your remaining doubts or ‘questions to the board when Treport our iscusion, Geta, can you start, please? Greta IVS been quite hard, but Think we've ele igi desis, Tou Ian ee {oo risky to commit ourselves to 43 “Thomas ... and as result, the price of ‘nibs hire nthe locality has increased popsoe ‘you? B No,I'm sorry, don't sce what you're setting a | Teel you could be making ite cite for yourself. You know, this may even go tothe workers’ council B Look, you're entitle to your opinion, but at this stage, you know, itmight not be a bad thingif it did And to behonest, just don't trv Sine bores at the meenert ‘A Look, David, 'm just trying to help. And Fm not expecting you to start aga. ve ‘sad there's nottang rong withthe idea you just need to approachitinasightly diferent way. B sce what you'wesaying, Roberta, but the reason Tim taking this approach is because 1 thnk tis plan Will work n the long un. ‘A Noone’s denying that but I really think trouble inthe short term. 1B Fairenough, but i's bit late now: Maybe You should have said something earl. Conversation 3 B Yes, Andis good thing you brought an ‘extra copy of the proposal. A eal that was icky, So, how do you think 1B Prey good think ~tey signet anyway, ‘And that last question ~ you handle that really well ‘A Thanks. Though Ihave to admit got the idea from Jenna apparently the same issue ‘came up last week and she go stghe ou. ‘So what about that new guy? 1B Theone we hadn't met before? Hassan? Yeah, he was really tough Definitely By the way, hanks For backing re up wit he igures Hey, no problem. could see you were getting kind of lost. nov, Im afraid that was down to nerves Don't worry, you did wel. You jast have to ‘ul on that experience now. ‘Thanks for your support~it's good to enon Fm on the right rack, ep = > > Unit 6 61 Interviewer Today we're continuing our ‘heme of innovation, and Fm ined BY ‘our busines analyst, Jost Van der Seat to talk about a dilemma faced by many lange ‘companies, How do you run an efiient ‘company, but also create space for those ‘ew annovative ates, without cutang imo the bottom line? Jot, isnot always that ‘aay tn et the halance right ei? Jost No, that’s right. Ifyou takea company like 3M, for example. They tend tobe associated with ceativity as you Kno, they invented the Postt note among ‘ther things New: they nindorcent some ‘Sigificant changes when ames MeNerney took over as Chet Executive Officer— he ‘was the frst outsider fo kad the company Init 100year history. The company ceriinly rede tracking itn shape a thattime, and MeNemey set out to boost ‘earings fom the start. One of he first things ee ato cut te worktonse ‘gett these changes? Jost Wel, he caused quite stir MeNemey’s ‘approach to raising profitability certainly ‘Sti the shareholders. He was clearly mtg treble phism jnnovation to quality contro. Ana! from his days at General Electric, he introduced Six Sigma, Now thisisa programme aimed at mproting rlly, cerning rete ne increasing eficiency, and toes tolerate mistakes easly. It demands precision, and. ‘he main Kea to eliminate production defects Interviewer Well McNemey left the company some years ago, ofcourse, Whats the situation at 3M since then? Jost Wel, people are asking whether ‘MeNerney’seffcieney drive has in fact Sill eeaivty Ac yruican imagine, Hae ‘quite a serious concer fr a company ‘whose very identity is built on innovation, Interviewer Isthere any hard evidence to support thes fears? Jost Wallis intorstng, In tho pete thi ‘of sales came from prxits release inthe five previous years today ths figure has slipped to one quarter only. The next CEO, George Buckley, was convinced he cul ‘olpectoen ae commpfaon by ging topline growth. He pulled back from Six Sigma just enotgh to get the creative ju flowing again. oven though een surprisingly dificult year for Skion PCs hopefully today willhelp generate some ideas for improving ‘our position in the market. Would anyone like to star? ‘Sue Wel yes .. mean, couktn ewe consider ‘ways to develop our image, to show that we're a genuinely caring business? James Sorry | should also sy, lon think ‘we need to do anything that's raciclly mean by ‘oring’ Sue Wel. for example. what about moving {nto the area of recycling? Most people have ro idea what todo with old computers and ‘components ~they etter heep them of| end up throwing them out. Twould have ‘hought it would be posible to clot customer's old computer when we sll them anew one and implementa policy of recycling, Jessica Oh, see, so you're thinking of something charitable, like maybe see collect fn used parts and send X per cent off 0 developing counties, amIright? ‘Sue Well net necessany that haven really had a chance to think it through Troperly hut thas nt ach ahaa ide Bat thinking about, we could even set ‘ypa programme where staf can choose to spend some of thee hobay time working ‘1a project na developing country, but, responsible. 've done something similar yell. Irae actually one of the most rewarding things I've ever done James Gareth, what do you think? convined Fm concen about how that would workin practice, and Tear help swondering whether i would really be cost: sffective James Sale tha a dit na’? Gareth Wel no, but I would certainly need ‘to know that’s profitable, before takingit any farther, ‘Sue It's not about cost-effectivenes, i's aboutJessica Well can we try and take thisjusta itl hit thor alter this meeting? Tmean, obviously wed need todo. lot more research before eaching any final decisions. 63 Extract Jessica I's an interesting idea terms of ‘arheting I tink thes potential W's certainly worth thinking about Infact wel. 'm not sure how ths would work in practice, but how about a wider elie on environmental issues, you know, similar {tbe ale abv Unig ve empay a cares, but more focused on energy-saving wellas ecvling? James'OK, would you like to expand on that? Jessica Well L was thinking along he lines of solar-powered lao, fn aon ‘Sue Solarpowered? Tessica Look, [only say that because there's ig money in energy-saving and if we became well knows as specialists in this soa we wus intel wr counenti. customers. ‘Sue Sorry, are you saying that we could open ‘opmmarket share with this i? Jessica Er... wll, yes. ook, could just ‘explain iva bi neal es where our website could play a major roe, mean. we could target small businesses. educational institutions, and public sector organizations around the world. Places ‘where electricity splies ae sporadic. Does that make sense? ames Well yes. but I don’t really think we ‘COU get away ith that do you? t's sch ‘departure fom what we're doing atthe ‘mormon. [mean e's porentiliy te high- risk I've understood corey, you're saying that we should become energy~ saving specialists, Jessica Well, just thought thatina way ‘maybe We'd gain compentive advantage, yout know, something innovative. after IL the wehnology's ther. Propo ane already doing it. Why not us? Gareth I'm sory, Tm just not convinced. ‘Look, shouldnt twebe tuning more about straightforward, commercial Aovelopenons? | think we shold got hack to discussing what we can do realistically, ‘now, with the capacity that we have atthe ‘moment, and focusing on the bottom ine. 64 Extract’ James Maybe you've ight What did you have ‘nmind? Gareth Well, something similar t Sue and esi’ ess earlier about recycling. Supposing we were to sel recovered pats Auougl roker bx he nmrfetuners orcliens who needed ‘obsolete’ parts? ‘Sue Obsolete parts? Right, erm... What ‘makes you think that would wor? Gareth Actually its not nearly as complicated spit sen, weg even able wet up links on our own website ames Mm, you've obviously given this some thought Gareth And there’s nothing stopping us from etn up Unsherassurselves, tne? We could buy up unwanted parts and sell them on ourselves, to our regular customers. James Yes that's true. You may have ‘something there Wall W'easily the host idea 'vehean so far. And we could probably be more competitiveon service fan some of those larger brokers Jessica Mmm, Ident know, m not so keen ‘on the idea, James We should atleast consider it though. Jessa Yes, OK. But wouldn't we be doing ‘exactly the sme as Green FUs? Ive been looking at their website and it's pretty 65 11 Could just explain ina bit more detail? 2. You've obviously given this some thought 3 Fm not totaly convinces. 4's been a surprisingly dificult year EWermily the het en Yor hart an far 6 F'mjust not convinced, 7 ewasactually one ofthe most rewarding, things I've ever done. 8 Look, lon say that because there's big smoeey ine neti 9. Tm notso keen on the ea 101 dont really think we could getaway with that,do you? 66 1a Coule explain in just bit more detail? 2 a Surprisingly its been a difficult year bb It's been a surprisingly dificult year. 13 a Itwasactualy one ofthe most rewanding things I've ever dane. bh Aca twee one tha mae rewarding things ve ever done, 4 4 Treally don't think we could getaway with that, do you? ' Ides really think we could getaway with that do you? 67 Conversation 1 Anna Tom. 'm in the middle of preparing for the sles conference. ‘Tom Oh, yes? ‘Anna “es sath Lhve ro do. short resentation. ‘Tom Ab Lucky you! ‘Anina Hnow! More worrying sil is that it’s ‘only a month away! “Tom "ea toes seem ro come round prety ‘quickly ‘Anna Yes. Anyway. I've gota few ideas. but Tail nee to bring ital tether Las wondering if you remember what you said lost year? ‘Tom Oh, erm, lets se... Something sbout how well we were doing. hink! Fe hmm “sn You've put me onthe spot here.’ rot quite sure nov, it seems like a long, ‘ume ago [seem to remember talking, about defending eu strategic positon — emething hike that. any case ‘Anna OK. And did you talk about the local markets Erm, Any kind of analysis? tom Yes, sure would have done. Lem. ‘And remember starting off with a short ‘gun trl the ie. on by tn tink ‘what T would have done with that. {could certainly find it though, ste email it to you that’s any netpe Og Conversation 2 Fen Sahat de yn think af my dealt ‘proposal? Tbe grateful for your feedback, Dan Yes, isnot bad. fd say you're on the ‘ight track. In any case the kite of ting, ‘we're looking for: It just needs abit mone evelopment Eva More development 2 an You know, explaining the rationale behind the proposal, wy now, and soon. va OK... what about the opening ‘pergapht Ie itatrong enough? Dan Something along those lines. Yeah, you certainly nee something like tat to help set the right fone, dont you? Again,’ say itjust needs abit more work, rally. va More work? Could yoube move specific? [Dan Well, ould give you afew general pointers, but ’m afraid [haven't really got time to get involved inthe detail Anyway, [thought Rob was supposed to be helping you sith thie? ‘Eva Well yes, did ema him ast week, but he sil hasnt got back to me. ‘Dan Well, ell probably get back © you before the en of this eek that shoul sil give you te to rove your dal Conversation 3 Federien Dominique! Ithought you were in ‘Germany? Dominique No, 1 got back lastnight ederico How did the research go? Did you ‘see any interesting interior? Tai niqie Actually coral wan qi dlsappointing Federico Oh, really? Dominique Yes. til, tnere was one pace that was quite interesting. havent got sg loping wih rane thew ele Show your some photos. Federico Wasit typically German? The tye, ‘mean, Dominique No, not really. W's lificult v0 ‘plain, wally Talim ha ito Something oriental ~ oh, and ls of black and white. itwas kind of minimalist Federico Alot of lacquer? Dominique Yes, panelling, partitions, you Tino that ert of thing hr at on remember that Japanese restaurant we went ton London? Federico Yes ofcourse [Dominique Wel the partitions were abit ike that, bat not quit te dacortive 151152 OT et Unit 7 71 Interviewer Would yousaythatsttt in your ‘onpanization are encuraged to take a “systems thinking’ approach? Jane Well wean’ explicty encourage ‘ff to take systems thinking approsch But you tok at te content 0! some ‘ofthe taining programmes a lott i gree astra hem hing show the implications of what they do outside their immediate asa of esponsibty.o, forexampte, ou nance taining 8 very uch about geting people oink about I ails pet on Ha atin Tine the profit and less acount, an the implications for other department. We ako haveome particular course that all tt in ‘one ofour divisions areexpected to attend, set scene pt poplin the wider business corte 50 tha hey can see the bigger picture So, fom that point ‘of vew, yes, lo some extent we do ty to get Pople thinking more broadly than her Ciel, he iPemet operon explicit aime. Interviewer So how wold you describe the ‘pproach to lamin an! aig across your organization? Jaca The cppresh hat tales that wwe “vie training into jobsspetic taining, land then mote generic taining and ce “approsch the tro areas in slighty diferent twas Te majonity of ou raining is jobrpeciicand we gtinformation on what this shouldbe fom what we call botlomaup approach, here we lose at individual taming needs This sory bythe appraisal proces, and the dlvory ofthe taining then toe tobectiven by line manager. They I ‘often provide that training on the jb So itpoole ned toleum spec ss ike design or marketing, that happens locally Department often Bd het to tains providers andthe have their own budgets todo that, 0 we take qutea decentralized “approach in that wa. The gener eaining ‘would be ae to sk tape eleva Fight acioe Gh tre henner Sill, communication sills oF T taining. 1s also taining in esponse to any ‘current themes that relate fo porticule business challenges So, fr example, atthe saan a nag eatin pe management raining beste of he need tomanage projects more effective This Kind of sting fen generate by senior management, ots mone ofa top-down stpprosh, andthe ining ioc omens ‘enrally- driven. Interviewer What are the advantages and ‘dadvantages of doing tings he way you dothem? Jae Well kink ene fe avanayesis that because, primary we have avery decentralized approach to taining t means that each division gets what needs om the central traning department. So we're silt seponnive Uc ord hats {ral advantage. Alo, we provide a ange ff learsinz opportunity, ot jst courses WWelhave reading materia DVDs, books, and also online links that people can use. We're trying to make traning more self: eclcar margera en’ noe hore time to spend with staf taking in deta and planning theie traning, so the more we ‘an encourage peopl to ake responsibly for their own development, the beter. I's also an advantage because it means stall take ownership oftheir own learning and, therefor, they're much more likely to put more effort nto what they're earring and that leamingis more Uke tostickaand be Wael, from our central point f view, one draurback is that we get stretched very thinly, because rather than being able to takea onesize-fteall approach right across the anganization, wo ona up customizing = lot of what we do foreach division, which isgreat forthe divisions, but its not always an effective use of ental resources. 72 Conversation 1 ‘ur cscusion about next yeas programme irten No, you're right We did Do you want tocary on aon? ‘amare i we whe aco propel for the meeting on Fay. Kirsten Dil you ay Frida)? thought it Tid bon brought orwaed to Thay afternoon? Samara Wl tat makes even more tng, then, Anyway not ule deat about your last suzgesion Cou you rn itby me again? Kirsten Yes OK, wel ced with he ‘ed 0b ly compilant wih te new legislation by early next yea think we have atleast staf who ned to be up to spond by the en ofthis your Tamara How many di yousay? ‘Nirten Seventy sever, But tea of train hem al, Tages we bay a tralning sendone a afer theca 3 ou? ey managers Working on the principle thatthey canal pase the content on to teir ‘vn stat, webu have everyone rained wpb January ‘Taman How many were yn planing io oer? Kirsten Jus the eight head of department Makea ange group. Tamara Ande what you're saying you Mint think shave mengh far ou trainers to provide fis intel? Kirsten No, isnot that we dont have the trainers We don't have te expertise. Tamara OK, wel on that pointe may not eet eho ee tegative fecdback recently on other internal Kirsten That's interesting, Could you claty ‘exactly what the problems were? Oh bit offtopic ight now Tamara OK thnk you suggested a provider What washer name again? Const, id yousay? Kizton That sght. Cian the itt Tuumber of companies offering his training, sve dent actualy have much oie Tamara No, tha’ Fight Oh, that reminds ne ave you ear tat Leo's ving ogo tele: fr anaes enining protien? ing Kirsten Yes, heard. Knowing how: ‘demativaed he heom aout hija recently, Tm not oo surprised! ‘Tamara Yes. Anyway... sorry. That's abit of a ‘gression. Let's get ack fo the main sue, ‘Are there any other loose ends? Er, what haven't we deat with yet? Shall we tale about the proposal for distance learning? Kirsten Yes. We need todo that. And we thant hooked af the question of tar yet (Or dealt withthe cost! “Tamara Tire Ry the wy alling shit ‘costs, haven't sen that report onthe ‘elearning project yet. Kirsten Ah Yes, remembered that yesterday Twas going to write thie morning, but “Tamar, AK, 0M, Thon you'r bey 73 Conversation 2 inten Hell Kien Ma John Hello, this is John Powell from Consuelo. You lefta message forme? inte ey Ths neg ath ‘omeso qc Tot No prebler owas wondering, ould ponte eoayateert of tog Programme yu werehaping tru? kien ofc re tae Sst ur compas fly compliant with he tes elton and proinsrsaing ctor ond handing offastous biog ater We had intend to dows oumetes,t having asco sh the levant peopl we now ink we Tee o atk anestemal ring provider to cous, John Cai askyou to splot some deals “ow many poretpart, when you ante thistohappen anso on? inten We ore thinking of having ight Tmanagen for aoncday workshop, hcaly ‘ome ime sound he middle of ext mont John OK a day shuld be OK. Bt, bak. ‘ory abt ye dao ate ca runtallormade workshop fora mixin santen On fy ye bo. hat ‘tannoying Jon Wal edith ct. al neal itn No, understand hat What Fn Saying s'semeyng ora beni we fRetdorthavethat many peopl So, do oot mn nt orc ing Bru John Wall we cold doit, but we'd have to hang or tent poopie even my ght Fave no choke. Jobin Sorry, not que sueLundentand ‘re you saying yur dike proces sh te boking anyway? ‘What means that we ave oan his internally afer al Join Look just thought may not be aly evan, but we do bave some teers oortpenoning dy chi Would yout nested in reteringany partipans fr hat? irten The dl ous? Jot Yes{Kirsten [think we'd probobly be interested Inthat Rut ned tcrnfo eth my Fine manager, Can gt back to you on that? John Yes, ofcourse, 74 1 Justa thought. may not be entirely relevant, but 2 Actually nit esn't matter —T guess Ws. bitofopic right mow. 3. Oh, that reminds me. Have you heard that ‘Leon’ leaving to go and work tor anotner training provider? A Aegoeny org. Thana oa digression. 5 Let's get back tothe main issue 6 By the way, talking about costs. 7S Conversation 1 (A Sx, wat a yo think ft B Wsnotvery intresting isi [A That's the understatement ofthe year 1 haven'tearmed anything I dit know before Wssoa that Tough Ym not getting much out [A And the pace iso slow! I's doing my head B Thnow what you mean [erally testing say plone, tu ‘A Tn fact, think I've reached my limit. om soing to slip ou after this coffee break B Won't you need to show you've attended? ‘A No problem, They've taken our names scaly! Are your styl? B Wall Lagreeit hast lived up to expectations so far ~but need to learn Something about the topic Maybe il get beter. OK Tse you leer Conversation 2 B Wall yes. I've been looking at Lou's new brochute design. have to say thet Twas expecting something abit more professional 1A What do you mean csactly? B Will the cover, for example it's just not up to scratch, Idon' find the choice of image appealing. And to be frank, Tm not very happy with the wording, either. [A Toce ehet you mean butt ws arash jb, Maybe we should get Low in and talk over some ofthe altemative design ideas. Conversation 3 [A Right. Its four o'clock, Let'smave on ta the next sem B Tm orn 'm going to haveto leave at this poi AA Oh Istherea problem, Jacques? 8B Will if you're moving on to health and. satety issues, not sure how much Tear contribute cant eallysee the point of ateying {A Well 'm sorry you feel that way. I's avery important ese and I think it would be ‘useful tohave your views. B Tobe honest, fm finding tabi frustrating tht Thave to beherwatall Ive gta lot on atthe moment and I just dont think this is the best use of my ime. Unit 8 81 1 Interviewer What docs De Beer look for in its prospective employees? Interviewee Well, oursisan everchanging ‘onmanizaton with culture that inspires the creation of real vale fr all ott stakeholders. Iisa culture of quality Femdetlipaentablity, ollatwnat and passion, uniting us in common cause, Working here is unlike working for other companies. Our people have single vision: toturn diamond dreams into lasting reality Interviewer And wine you've uta eight people, how do you help them develop? Interviewee Well, our approach to supporting the development of our people is exible, combining challenging role rotations and ‘grants wife ating cnet job learning, mentoring, coaching and leadership development programmes. And being part ofthe Anglo American group open up even cade oppotanis in We operate in 28 countries and actively encourage talent mobility where business ‘requirements and individual career aspirations align Equaly, we take pride tour track record of ranserring ant building sustainable local capability in all the areas in which we operate Interviewer What opportunities are there for employees at De Beers? merviewce Vell, we offer the opportunity totake on challenging rolesand make a slgnifcant contribution to maintaining our position asthe world’s leading diamond ‘company. The opportunites for excellence, jrovren and career development at De Beers ‘are as diverse asthe people who work here Diversity provides us witha competitive advantage through new waysof thinking, Connecting us toa wider range of customers fn helping to grow our busines. Underpinning oar focus on providing ppartunitie foe dovelopment ea reward philosophy that recognises both Individual achievement and business Perlormance, Uur people are well evardes ‘within performance-based remuneration aggre cit trel relly tneouraged, though we acknowledge that ‘ur performance aross the all diamond pipeline i what sets us apart 8.2 2 Tiservbeorer et does Ciel Siew expect from future employes? Interviewee Well, we lke people who can ‘llr 3 combination of specialist know how and personality. They need tobe Sunt nicht aleve a tothe succes ofthe team, We expect all of our employees to support the bank's Strategie goals. Erm, basically you've got tobeablet build up rapport and personal Seailty with de lates welt your colleagues. Interviewer And can you sum up, what's init for the employee? era es Interviewee Well, we offera welcoming, collation wet: oevinenenent nel a fonganizational structure that allows all of ‘our employees to make an impact, Interviewer And what's eke tor employees at Credit Suisse? Interviewee Our employees are encouraged tostrive for a healthy worksifebalance That doesn't mean you'l never be under pressure s0 obviously you've got tobe able to cope with challenging situations. But, of job support ta help you dots, 83 Extract Ian And that brings us to taining. Since ‘Anya's here, perhaps wecan look atthe trey tan lite eunteUy Ue various team leaders? Anya, can you give tus.an overview of where we ae with this? Anya Ok, yew. Well tobe honest, we haven't gotasfar as Td hoped. Erm, where we are Stile niin fe swerve tenn the initial consultation stage. However, ‘what Lean tell you is thatthe iniatve will bbe complete and in place before the anna review. I'd like tobe able to give you a more preci dae, but unfortanately Lert do thatat the moment, Youl appreciate that still ned to run the details by Tean-Paul and the tem leaders ist, -_-50,now, perhaps it would be a good {ea jase wen ough some of te other training programmes we are raning. Ian Yes. OK. ‘Anya Good. Now, how can I pt this? We have aquite flexible’ approach to our raining programme tis year Wwe re eying to tailor it moreto individual and team needs So if i's OK. just lke to sketch fut the core elements of the plans. ust feel feet interrupt me with any questions "Now; don know if You ve heard of “Palanced scorecard” Let me just touch on tHisappmach and how Ht works fn practice ‘and thats more or less it think that’s ‘covered everything Er, and i'just Jan Anya, you haven’ Said anything about anagemont training? ‘Anya Twas coming to that. Erm, i's obviously ‘key area, and Thave tacit that we havent gotas far as plannung the spectics yet Wwe ust haven’thad the time. But yeah, onesie ight. we ned aos is itmight not bea bad idea to send out {questionnaire tothe senior staff for their ‘commendations. Jan And you've-stil got time todo that, have Anya That's good point. think so. Let me check, and I'l get back to you. And how about if send you a drat, oo? I'm pretty ‘ure tha could do that before the end of (153154 OT et 84 Extract Ian... Pala, I'm sory to put you cathe ‘spot, But Would you hke to Rin ehrough ee tunin complaints briefly? We've really got todo something aboutjob descriptions and pay scales, What kleas has your team come {up with sofa avla, UK. How long do aver Ian As longas you ned. Paula Right Wl ts prokably boat at highlight some ofthe Klas we came up with, don’t you think? Eem, twas basally 4 brainstorming session, So, the fst hing 's, we fea that peopl are simply time- coring and spending ton lng heer ton’? Know if you age, but Tm pretty sure thet thisient great for procuctivty i the long, run, nd think you should be aware tht isnot limited to one department that’s one key point right there ve need to look t attitudes across the organization. Er, ‘OK, next point and think ths isa really important point we nee tostart looking ‘and, er, don think there's anything ee frgotten em. s0, the main thing to remernber fo listen, OK, [think that’s about Ian Cood, thank-you for that sre “everyone participated inthe brainstorming, ddd they? Iit was ust one or vo Individuals, then ust how use are the results? Pavla Lean somember ecacty but of the topof my head, I think everyone had. something to say. That's quitea significant factor, though... can double check f you like? ae Yet sil aio Pavia Twas wondering if there was anything ‘else you'd like to know about the origins of the ideas? Ian No, tha fine, butt might alo be worth touching on the numbers of complaint por Dusiness unit Pavla Well I dow’thave the exact figures, but ‘what Tran through the rough numbers we've come up with sofa? 85 1 ‘A.A! Thiery! Just the person Iwas looking for! sit re youre considering reducing the amount of staff carparking? Ah. Loo, Rachel, 'm afraid I'm really rot ina position to alk about thst Soisit tue, then? No. T'm soe: but ean ancwve that ers ‘These demonstrations are quite serous, ane they? You must he wore about the politcal situation at home? (Oh, come on I al over he news Your sveenment i takinz ver had inet jst vant to now what yo tink 1B Ven sorry, Kae would prefer not otal 3 1A Can you tall ile more about the proposed oie move? be 1B T'mafraid 'm not up to speed on the most second easements ‘A Oh, Tcan'tbeieve that, Someone with your connections? 1 Itsnot for me to say Sorry. Ins IS HS responsibility ‘A Look, I just need to know. Have they agreed towork with us oF not? 1B Wel isnot that straightforward. There are sil things to consider. [A Oly,.onme ont ea spe gust, Yes oe ro? 1B Honestly, Kris. 'm afraid I don't now any more than you do. {A So, is our budget likely to increase inthe ‘next financial year? We hard to 2ay atthe moment ‘Bat the decision must have been made, surely? I find out that you knew something. Look it's nothing to do with me, OK? be pew ‘That wasa surprise, wasnt, Enzo leaving saanddenly? Mm.» Tean’t really comment. Theat that he dda’ resign he was fired. ¢ confidential. soe Unit 9 91 1 Personally, {'m actually against this tend for CSR polices. mean, why should -a sharcholder allow the equity that 've Lull up tbe spent antral ex esponsibility? feel lot of these projects are setup purely forshort-tem gai, and in the long un they can becomes huge drain fon resources. [mean how do we know ifthe Ineoney toe inves ny nay xl pe fina developing county is actually going the right people? We don’ If] want to donate ‘my money to something like ths, then thats ny busines, What I want ia good return on line. 2 Inmy experience, having a sound CSR policy actually increases the market value ‘fa company? By that, [mean a company’s reputation sone ofits key assets itcan havea clgfiant impact onthe eucSeao of the brand. Take Coca-Cola, for example: 96% oftheir value is made up of intangibles ~ the brand itself is worth a Fortune, obviowsly. Buti they made majoe error socially orenvionmentally, the reputation ofthe ‘company would suferand it could take avery Jong time to recover. To dismiss CSR policies ‘on the basis of short-term profit does make ‘much business sence tome 3 ‘Viet in the textile industry and we runa umber of CSR propre witha enpptions, tho are mostly from Asa. These range fom helping to improve the working conditions snfactores to nelping the local community 49 look after native species. Before our supers analysis fromm them to make sure thatthe costs ‘cmb catered or let orl ieee th Tong-term viability ofthe project, Once we've checked the projets feasibility, we draw up {guxdelines outhning the scope of work forthe partners, and we agree goals and objectives. ‘Wie then require regular accesso thesite, cr plus monthly reports and reviews with ‘quantifiable data 9.2 Extract 1 ‘Margit So, looking atthe situation from a Tag-tean purposive df UreIT yee ‘pated, youl be mor efficent in terme of Your customer admin, and you'l be abe to ‘onlinue your expansion plane that right? Judit Exactly. We need to develop a clear srs to aay tains foe att the moment our systems are od, thee outdated, and wedon'thavea clear lvervew of our customers transitions Margit Zoltan... Zola Well me haven wuanbes of options ‘We've already commissioned three proposals from reputable IT companies. Provided we check out the feasblity of these options thoroughly, I'm convinced we confine system upyrae that will work forus. ‘Margit OK. that'll very positive but think ‘we need to look atthe bigger picture. Do, ‘weactually have the resources fr this? {mean thers no point n investing ina system upgrade if we don’t have the space, the personne or the finances to carry it through. Zoltan Yes, but ‘Margie Let's ake look arour physical resources. Wil the new system be link to production? I mean. you have a lot of rea eta here, but the faites are prety run-down. Isitpractical to set upa itech System in such anol place? Jit Wel, if we'd invested in our production facto ive years agn ke wo wanted to, we would have knocked down the old building and had one purpose-built I's useless fo speculate about that nowy, of 9.3 Extract 2 ‘Margit... OK, so you already have the infrastructure you need to support the new system, even it's not directly connected to the production facility. Zoltan, Jt Yeo, sue ‘Margit Now, whats the station regarding personnel? Judit Well, they'd need training. think our ‘options are quite clear here. It doesn relly alles lib ops vee ily Janton the agenda, we should forget the whole idea, mean, youcan’texpect ust Zoltan Yes, but we dohave some employees who've worked on SAP-ypesystems in previous join Ine le tus Bey ‘users, we could gradually tain up the rest ‘Margit I'm not sure that would work. Do you ‘eally have a sufficient sills bas to meet the needs of thi strategy? You can’ tjust, ely enone or ww pepe you can run two systems in patallel, How would it ‘work f you took on some younger people?‘mean, if you'd recruited more young, srmplayoes nt the ie, they wee ee had some T knowledge from school. Zoltan Well but we dohavesome well quate workers. And we're mn a great location, so think we're in a eallystong, position to find new stall. I don’thave any worries abot the human resources aspect, Judit No, Margit’ ight. Ifwe only had a ‘couple of people ini who could se the system, how could they ope with the rates sunet Ww he tori Rocelly twedon’t have much choice fr along. term plan like this we can ether provide training for everyone, which will ea substantial investment, or we accept that i totally infant Margit OK. accept thet point. What about i we ust ook ata basic programme of? 94 Extract’3 ‘Margit... OK, so the FIR options are looking ile positives Now, at aba fi resources? We have tobear in mind the Jong-tee viability ofa commitment ike thin Lean se that you have the capital purchase the system, but how does the Fetus on uvestmen ook? Reals, ‘would we beable to finance this strategy? Obvious: Ym not just talking about the inal outlay and set-up costs Zoltan OK, well let me show you a couple of Projections we ve made Look a hse 8 graph showing us in five yeas’ time. This fsa worst-asescenario ~it shows that f we hactinvested inthe system, we'd be way behind the competition, We jst couldn't compete wit tem sng he system se haveat the moment Judit Zolan’s right. Wecan'aford not to ‘invest. Assuming we decided fo commit the fll amount, we could also look at ways to save money in other areas Margit Such as? Judit Well for example, we could think about "elucing expenditure on 95 Extract Margit OK Sothe gneral consensus that Tanger we hae the human sources (eke cegy mi geod els tcireing sow tolmplemen thoy inheshort tem. Ineveryone OK with that? Zoltan, jit Yeah, fine Margit OK And Eanes ae in plac for icboctan peste te teg om Stategy what with apie plac You can cope wth more customers and in ‘om ncetsyourtamover nd hope Your pet Arm thew ny thr pos bo we Zoltan Wall only that think we should ako Iookat this investment in tems of our giles If we work more erly wh our customers, or reputation can nly ‘ill some esues tobe resolved anda mone Aetaled cost-benefit analysis will ned to be Uda, but shally we ea ea 96 1 |A Soyou want Mr Khan tobe picked up from smeairpore 'B Wel, thought it would be nice for someone to moet him, |A But he arrives in the middle ofthe night! ve got to work the nextday 16 Un, astunking more along the ines ‘of sending Sami, nd then giving him the following morning off ‘A Oh; see, That's good ie. 2 ‘A. Acconing to those Figures you gave me, that particular product hasnt done as well mnt prodistel 'B Theamount may seem low, but actually this Js the net profit and our earlier calculations were based on gross, Sorry if da’ t make that dear A Aly at eapliti >o A ene-bullding diay sound grt = ‘canoeing and reck climbing! B 1 didn’ mean that I woul be indoors, much more businesslike, More of team seting. ‘A. Buthow would that motivate poopls? BB What do you mean? ‘A Lthough! we wre doing something related 1B Ion know what you're talking about. We spake about thls te days age Ie. team ‘iceting ina neutral location. Read your email! {A So we'echanging from our normal orang aay 1024/77 1B That's right. Should be up and sunning for snchy Mare [A Soeveryone will be expected to doall the shits in March? 15 hats not really what meant What actually Wanted to say was, we'll phase it im Fire night shi, then weekend on ‘A What -one week night shift then weekend shuts? 15 No, what Lmeant was weil hve a few months of nights, o get people used tot, 5 ‘A Hello. 'm calling to chase up an order fora delivery of mineral water. The order numbers 811992, BOK, tun jst eck for yo Bs gh, we received your onder forfour cases and its being delivered to your head office in Soho, ‘A.No thats not right, We wanted [4 cases delivered to our studio in Chelse, 1B OK tm sorry sot ha Bue denny says Soho on our system, ‘A Yes: that’s because. Look. you've got it swtong, We definitely asked frit to Be sent toChelsea. re you Suggesting that this is B No, thats not exactly what I'm saying erm, bot .er mara the delivery address came through as Dean Stet in Soho. ‘A Look, can I put this straight? We want Chelsea as soon as posible, otherwise 10.1 Te ee Unit 10 10.1 Lys I've beer asked to takeover fang ‘cam that has been without leader for several months. Theyre quite demotivated, and they've gat used to operating 25 sl ‘managing team. They're very disparate ‘3 0up of people, very aitlerentan ther Ways ot ‘Working, although very good at what they do. ‘Tha prahiom fe thoy’ cirmnly fmetoning asindividuals, not asa team. can already ‘Se there's massive duplication of effort and ‘hey re not being productive Erm, in that sense they're quite dysfunctional. They're used leva vary epic landanahip aye ana tayo extremely lyal to their previous team leader ‘who was abig personality hands-on, very ‘charismatic. She was extremely supportive ‘of them, individually, and they were quite ‘they miss her So, Fm starting froma pretty challenging position So hove am [going to proach ths? OK, know I can tjust ‘walk in and take over and expect everything Aero fine Thore wil erie Ion t he confrontational ~ that’s not my style. But ‘there are two things I need to do, and they're going to take time. The first isto establish ‘my authority with them 3s team leader. But tare to got then to accapt my salle wot force iton them so they in a sense give me [permission to lead them. I need to get to know {them individually, ind out what motivates, them, and consult them on key decisions. 11 Ihave tobe oneietnt in my expectations and {eedTback, and just generally make them feel valued, Unless lean instil confidence in them that Fm up tothe job and that have the intrests ofthe whole team at hear, it won't ‘work Secondly have te get them to work 36 team again, It wort be eas: Essential, Ihave to ty to build a culture of trust betvcen the indivcual team members Isense tht at ‘the moment they don’t have this, that they ll coonpsting with ech athe ood te ind 4 ay toget them to work together I dant ‘know exactly how ths wll happen, not yet, ‘but i'Sessentil for me to develop a sense of cohesion within the team, Otherwise nothing ‘vill change andthe tam will ontinue of 155156 10.2 10. OT et 10.2 Bruce Fa spent fiteen yearsasa ‘manufacturing enginer, eight of thom asa manager And eudonly hor Iw, leading {he eam that would design a new fselage forourlatst passenger pane. The technical dlemands were awesome stretch the plane by ‘ight motes, ald lots of Fanetonaliy doin ethan er ys The here just. challenging my jo wa to coordinate the work of 30 team members. Mos of therm dt report ct tome almost one of them knew me very ell and ice vers Woe hind of daunting prospect! The fr thing twas Thad to ertablih my ced ad ots of credibility as an engineer, but now Twas "sponsible forall ind of ars that werent Jnmy background. 95% of my people get their py check from other deportmen = All cand infec ter, resized petty auickly that what the experts say itu. Team Itsders do ead teams they lead clin individuals with different strengths and ‘weakness ciferent workayle preferences ‘There way you ean eta tram to work together unless you Team how to work with tach person on aene-o-ane bs You have to deal with peoplebased on how they want you tofollow you. Is about generating natal respect. Look, if you want to exert inflence over hundred of itferent people, eof ‘whom work for you direct the only way is {weak il ona ian wath around, ak how its going, But do it sub, ‘ng noninterventionist kind of way Aveid {he emptsbn to miromanage, ley 0 srtcze people if you dot understand thee ‘heard eins abe tep ache “Most people want to doa good eb. Yourhave toletthem know thatyou'rethere to help. not jas to tell thom what tod. have fe message to everyone on the team i's tage ten ance op Solara: Ve weal here tou cpanes: I theplane could tlk what would it tell sto do? And what can we do tomake that happen? But Iako make sure tht recognize deli lieve within he groupe Lt sme give you an example. Recently one of my engineers was taking his ime authorizing a decision. said gt him a dozen doughnuts ithe’ deiverthe signe frm that day. At4.00 ppm. ewas en my desk Me gris dougnus fhenext momingIvas neat ose the lok in Iiseyes. ke "You relly il hat” 10.3 Part Jim OK, you're all ware thata decision was taken at list week's strategy meeting that fects all of us. Thope you've rea the briefing ocument Yes? Good, co you leat wha’ Jnvolved. [understand you may fel it doesn't address your particular situation and that's partof the reson Fm here. Tm stre you have quite few questions and concers, and I omy best toner them, But fit of et ‘me bring you upto speed on some of the key points. ‘As you know thas been agreed that we are going to combine our e-banking systems Intra single integrated network this involves the creation of what i called ‘middle layer” to the network, enabling ust bring all our applications together. What this wll allow us ela ial cnr chenlaa were penemaboed and customized service something we couldn't do before. Another great thing about tus development s thet yil allow us to grow our busines in ou core markets more "pil. We an get our applications and neve rodicts into the market more gickly and ‘more cost-effectively which is obviously {00d forthe business as a whole, there may bbesome short-term inconvenience during the implementation ana the enttchrmer heen, but twill be well worth the investment. the longer term, the benefits re clear. We know that ths fa competitive sector our customers wanta fast efficent service, and {hee going to allow ue to provide this and testay aed ofthe competition, So, you and your teams ate crucial tothe succes ofthis. Strategy. That's why Ianto involve you now: inplanning the implementation proces a lbcallovel It ie pooposed that we hold acerioe ‘of seminars for team leaders tthe regional training contres wel in advance to ensure that everyome i familiar with the system and the procedures If we're going to succeed, we need Xe realie tha ew lin thie topeer Bach fone of you has a key role to play in making ‘the new systom work: What need you to do, frst of all isto commit to making this project success. Ifyou are commited, yout teams will lise that and theyll ot behind {Td like to see all of you being proactive and taking lead inthis. Setup regular meetings or teleconferences, to share ideas and coordinate your plans. als ike you owerk together to develop a cchedule for training ~femiarizing your teams with the ew applications and how they work. Another way you can help isby keeping your team {informed and asking them for their iss and ‘pintons Topol apecreee aoe peed this: Make them fel iveived, make them fel that their views count - which they do. Wel, ‘now, Fm sure you have some concerts 50 lets justtalk about 10.4 vara Jessica Jim, like to raise an issue 1 Imagine ie something all of se ane worried about. T understand the reasons for "upgrading the system, thts cea, but m ‘sight concerned about the nung a ts ‘effect on my’ team. Will we have enough Fime i prepa propery? And will here he an increase in workload? I wonder if yous Ihave any information about this? Jum Viel, understand your concerns, but think we need to look atthe positive side. ‘September, which is still more than three months away: As understand i the switch ‘over tothe new system willbe coordinates ‘centrally and youl bebrefed about it wel fon the way you work. AS Tong as your team Fave had the taining i time, {don’t think your nee to worry ‘Thomas Wel that's something I wanted 19 neniees Vo va you wanted wo wowk together and [like the idea of regular setings and sharing ideas, ba I'm not very happy about having to schedule and ‘coordinate the taining for my team. I don’t really foo Ihave the experi todo thie, CCan you give us an assurance that we'll get fe npgergriin vel oFpyet Jim Ofcourse. That's valid point, but again relly dont se this a a problem. My “understanding s that you Wal rece all the instructions and materials you need 19 ‘lp you implement this, “Thomas Yeah, well. gues that should be ‘OK. But Lalso have some concerns about the impact on castomers mean, how do we ensure that we continue o provide give us that wil work? [Anna That's good point. And can we dress the sue ot costs and budgeting? 1 think the basic idea i good, but have some sevecrnGone cbott te cont implicticnn I ‘mean, whose money ae we talking about here? Are there any guarantees that we won't be asked to contribute to this out of ‘ur operational budgets? ine Wal, Fandortand where you's coming from, of course. The core investment comes from central funding, abviol: I= been suggested thatthe regional centres shoul contribute a certain amount of the taining ovis the bass that hie wil be rovouped in increased busines later on ‘Anna What? Jim Yes. I've been tod that the costs nee to be shared around, parently the intention fe to make everyones lives sarir and beter including yours. Anyway, the decision has already been made. [know i's not reat, but ome on, let's give this a chance to work 105 {A Sowhat dd you think ofthe meeting? 1 thought t was quite productive. But tobe honest with you think thee are stil some things to sort out, ‘A ony Such ss? B Wel, for example, we still don’t really know how the now assoxement stom wil work Jn practice. And personaly speaking don’ see havr we can agree to something [A You'te notin favour of the changes then? 1 cnt that I'm actually quite enthusiastic about them, Bt it’ the lack of proper ‘consultation, the lack of any nel discussion, ‘have to say Lhd that guste acu 1 accept. og Lean undoratand that Conversation? A Twas interested in what you said earlier bout working in Kenya B Yes, it wasa good experience for me, spony se esl ny wae, Here ot What di you like about iin particular? Wael the people were fantastic ~ positive, friendly, credibly hard-working, But what Tks ee he adept Kes just meand a eam of locals in the field fice was acountabe t Head Orie. of ‘course but Twas pretty much fre to make ry oven decisions 1A beer, Heme ave been challenging a times? B twas challenging. yeah, But to tell you the truth realy enjoyed it Tobe perfectly honest, I'm not particularly good at a