Learners are aware of different ways to manage business retationships

and can use a range of phrases for voicing concerns.

(a or b) you agree
L*æd-§xx =à Wort< in pairs and read the text. Then discuss which statement
with most. Why?
tt
:
I ool-ri^-.hih.
Relationships, frrrcf rnr{ honesty
trust and hanactrr
]BusinessisbuiLtonre[ationships,andre[ationshipsarebui[tontrust'Andtrustcan
1bestrongl'yinf[uencedbycu[ture'lnsomecu[turestheconceptofhonestyandthe
tlty ot comllete truth may:Ïo bl d fferent
I :cceptab l":,"!rn?:he
It is acceptabte to not give information to a cotteague or business partner if you feeL it
might worry them unnecessarity.
b It is atways better to be open and transparent even if it causes probtems.

VIDEO dA § *.:.:. Watch as Emma (Go Globat's Financial Analyst) gives Ctaudio (Key
Account Manager) some information about the pan-Asian distributor they
suggested to EN-Tek.
1 What news does Emma have?
2 Has this news been confirmed?
3 What advice does she give to Ctaudio?
4 How does C[audio feel about Emma's idea?

Do you agree with Emma's advice to Claudio? Why / Why not?

Go to MyEngl.ishLab for
extra video activities.
ln smat[ groups, discuss which is the best approach (Option A or B) for Claudio
to use when tatking to sanjit. Give reasons for your answers. As a class, decide
which video to watch first.
option A - Be indirect and don't give atl the information
Avoid sharing the Information you have because it's not confirmed.
Option B - Be direct and share at[ the information
Be open and share the information you have even though it's not confirmed.

t* Watch the videos in the sequence the ctass has decided, and answer the
questions for each video.
option6 ffi*:"; 1 What does Sanjit feeIthey can benefit from?
2 How does C[audio deatwith Sanjit's suggestion about SendA[[?
3 How do you think Sanjit feets at the end?

optiong §c,1.: 1 How does Sanjit describe working with SendAtL?

2 How does C[audio deatwith Sanjit's suggestion about SendAtt?
3 Does Sanjit sound worried when he is taLking about SendAt[ to Ctaudio?
4 Judging from the text Sanjit sends to Katie, how do you think he rea[ty feels?

4 Work in pairs. Discuss what [essons you have learnt about openness and how
the two âpproaches can have different results. Think about how they can affect
business decisions and the retationships.

§ *.;.,: Watch the Conctusions section of the video and compare what is said
with your answers in Exercise 4. Do you agree? Why / Why not?

â.*
ffi*§§.*eg§*r'e Think about the fotlowing questions. Then discuss your answers with a Partner'
1 Think of a time, in a work or sociaI situation, when you had to decide whether to be open
or to manage the truth. Which approach did you take and what happened as a resutt?
Fottowing this [esson, think of one thing you cou[d do differently to manage such
situations more effectively in future.

.62
Z
Fue mc§§sxxa* Voicing and responding to concerns
&æx"agaxæçæ
Fc Comp[ete the phrases from the video using the words in the box.

advocate confirmed entirely important Light loud thought worry

1 Thisinformationisn,t-,butlthinkyoushou[dknow.
2 Justthinkingout-here,butmaybewecanbenefit[fromgoinginto
partnershipl.
lt,5-tobeopen,solWantto[etyouknow[whatl,veheard/aboutthe
latest deve[opments / about the current situation].
4 l'm not _ sure [at this stage / rig ht nowl.
5 There might be [new issues / further difficulties / unexpected devetopments] that come
to
6 I don't want to you, but I feel I have to tetl you this.
7 |,mptayingdevi[s-here,butl,mnotsurethat[wou[dbeagoodidea/is
advisab[e / I woutd recommend that].
I It's iust a . I could be wrono.

B What other ways of voicing concerns can you think of?

æ Match the questions (1-5) with the answers (a-e).

1 Can we have the report on the project a To be honest, not rea[[y. I don't think it'[[ work.
resu [ts?
b l'm concerned that they wi[[ not be abte to
2 When wi[t you have finished that task? keep up with demand.
3 What do you think about the new c l'm afraid I might not be ab[e to. lt's
supptiers? compticated.

Teacher's resources: 4 Can you give me a straight answer? d I can't say for certain. but it wi[[ be soon.
extra activities 5 Do you like my idea? e No, l'm sorry. lt's not ready yet.
Jq
rtlri Work in pairs. What woutd you suggest to the speaker in these situations?
Use two or three phrases from Exercise 74.

'l've heard that some of 2 'l'm thinking of borrowing more 3 'l,m goirrg to leave my.job and go
us are going to be made money to keep tlre business running travelting around the world.'
redundant next month.' untilit starts making a profit.'

i'i== wort< in pairs. You are colteagues and both

have some concerns you want to raise. You
also have some information that wi[[ be usefuI
to your partner. Read your role cards and
prepare for your discussions. Student A turn to
page 128; Student B turn to page L32.

Hold your informaI conversations. Take

turns to voice your concerns and respond to
your partner's concerns, using phrases from
Exercises 7 and 8.

When you have finished, discuss which

phrases you found usefuI and what you
found difficult during the conversations.

. How successfu L[y have you achieved the lesson outcome? Give you rsetf a score
from 0 (l need more practice)to 5 (l know this weLt).
. Go to My Self-assessment in MyEngtishLab to reftect on what you have learnt.
 Lesson 1.3 ts Lgsson §.J',:,' ;'
T '.1

Student B StudentB-RoteptayL

Your preferred candidate is Alice Andrews.

About Alice: did well on one similar project, has
brought experience from another company, has a very
direct sÿle of communication, which some colleagues
have found off-putting, goal oriented, sometimes
works too many hours and gets over-stressed.
Lesson J.§.]i' -1',
, The results are for the last six months. You are new in the
i department and onlyjoined five months ago. You feel it!
. too early to judge your performance, so it would be
,1 reasonable for you to push back on challenging
r, feedback, though it's also an opportunity to learn where
you can improve.
,
,' Decide which approach you will take: resist or accePt
, the feedback. Whichever option you choose, aim to
, have a successful outcome ofthe discussion and keep
, your relationship intact.

Things were a bit up and down last year, l'm afraid,

because the dollar was very strong. So we bought
cheaper materials and closed some factories. We
l Lesson 5.5.ë, 3A
sold7"/o less in the first quarter but then things got
better for 6 months and we finally sold 1% more in Positive comments or criticism?
2018 than 2ü7.fhe market in lndia is getting
bigger so things are looking good for next year. 1 effective organ isationa I skitts
2 needs to support team more
3 meets targets
4 shou[d try to exceed targets
Lesson 4.3;;+ ;1n- 5 must listen more active[y
6 decisions are wetl thought out
Student B
7 always late for meetings
I can handte large projects
You have the strongest views on the logo, but are not
9 staff not given enough authority
very interested in discussing the dessert menu.
10 sometimes chooses inappropriate communication
You want to go through the agenda as quickly as
possible because you want to discuss some other
methods
things in this meeting. has estabtished new procedures

Look for an opportuniÿ to interrupt and discuss the

following:
. more staff for the kitchen
. longer opening hours
"§
Lesson 6.3 .-+ :.irr:.
J
Student A

Lesson 4.5F .$ffi ' You are concerned about the following points.
Witlow City ProposaI 1 You might not receive this month! sales figures by
the end ofthe week.
Aim: to solve traffic congestion and potlution
, Z tt'l" launch of the new product could be delayed.
. [ong-term strategy: ban gas-powered vehic[es from centre
in 3 years + encourage more people to use pubtic transport
. traffic congestion in centre bad = high levels of pottution
, You know the following information.
1 The customer wasn't happy with the quality, but the
. so[ution = driverless, battery-powered peop[e-movers ' 'official' information is that the customer wanted
instead of trains and buses in city centre product features the company doesn't and cannot
. cheaper travel for customers - more woutd use , provide.
. no new infrastructure needed ' 2 There won't be enough space for everyone at the
. much less pottution , new office so some people will get a permanent
. personalvehic[es parked 95olo of time - car parks use desk while others will have to hot desk. You don't
vatuabte [and know who will have to use hot desks and the
. initiaI investment woutd be high, but running costs cheaper management has asked you not to discuss this until
and less po[tution
I all the information is confirmed.
. buy a few vehictes and ru n tria I before end of year

I 128
L
 Lesson 7.4P 5æ Lesson 7.3P ffie
Student B Student B

Scenario 1
You are very committed to this project Ë*eEeaa"È# T Your partner gets in touch to followup I

and making it succeed. You don't have a very good
relationship with Student A, but they do their job well and
you're happy to keep your relationship functional. You have
been working all the weekends since this Project started
and you are very tired. However, you are holding out until
the project ends in a couple ofweeks and hope to take a
week off, if Student A can do some overtime for you.
on an email they sent a week ago about something not
very important. They always put a'High Prioriÿ' note on
all of their emails though. You've been busy and have
hardly had time to check your emails, and definitely
haven't had time to do any work on the topic they
emailed you about.

§cenario 2 You sent an urgent email this morning

Scenario 3 You recently got a promotion to become
the team leader of a small team of four people. ltt been
going well, but one of your team members has become
quite difficult. They're older than you and have been
with the comPany longer, but that shouldn't matter. Talk
to them and try to find a better way of working together.
and haven't heard backfrom the other person yet. ltt
now the middle of the afternoon and you need their
input before the end ofthe working day. They are often
very slow to respond and you are losing patience with
them now. Maybe you need to put a little Pressure on
them - call them to discuss the situation. t
.J

Lesson 6.3& 3.+e 'J;:

BUSINESS WORKSHOP 3
Student B
Group B

You are concerned about the following points.

1 Why did the customer decide to halve their order?
2 Your company is moving to a different location where
there won't be enough desks for everyone so there
will be a hot desking PolicY.
You know the following information.
1 You hope to send this month! figures by Friday this
week. However, you are still waiting for data from
one department, but you don't want to stress your
colleague.
2 The new product hasn't passed some safeÿ tests, but
this is being fixed so the launch might not necessarily
be delayed. However, only your team knows this.
SektokHome security systems and apps
Seklok produces, sells and installs smart home
security systems and apps for controlling everything
in your home. The company is based in The
Netherlands and its products sell very well across
Europe. Seklok has developed an app with total
connectivity to every aspect of the home security
system. The new app includes live streaming from
house cameras to mobile devices; it controls the
security panel, locks and unlocks doors, controls
lights and thermostats, sends alerts when the
doorbell is rung or when cameras detect movement
around the house and provides flood, fire and
carbon monoxide alerts. The company also offers
software that detects attacks on mobile and
computer systems. Looking for an investment of
€35 million to compete in Asian markets.

BUSINESS WORKSH0P 3 ,liu Iî;'+

Current annual revenues: €30 million.
Company 2
Projected sales growth: 20% next year and 25% in
40 the following two years.
o
35
Market: buoyant market of young tech-sawy
E
30 professionals who love the comprehensive
25 connectivity of the systems.
2A
Pricing: lower than major rivals for a more digitally
15
'10
advanced and com prehensive system.

5 Customers: say the company has excellent

0 customer service and has dealt with any initial
technical faults efficiently. They feel much safer with
-\rô .*t .*" \ud uJ ,ud'
the system and recommend it to their friends'
t§
-."."- Social responsibil ity:su pports homeless proj ects
"....*
I Sales revenue I Net Profit and provides technical equipment for schools.

,.::,' 132 it':,