- •1. What unwritten rules do you imagine you might encounter?
- •2. How can companies help interns to adapt to their work culture?
- •3. Describe a company’s possible structure.
- •1. What are the advantages and disadvantages of working in a call centre?
- •2. Are you for or against outsourcing call centers from industrialized countries to the developing world?
- •3. Describe skills and qualities of an efficient helpline operator.
- •4. What annoys you most as a customer?
- •1. What is the difference between customer service and customer support?
- •2. Why is customer support important?
- •3. How do many modern companies view complaints?
- •1. What communication facilities do you know (telephones and beyond)? (u.47)
- •2. Describe a phoning scenario. (u.48)
- •1. What are the functions of packaging?
- •2. What are the qualities and structure of a good presentation?
- •3. What stages of product development do you know?
- •1. What does the term product refer to?
- •2. What should sales staff know about the finished product?
- •1. What are the famous ‘4 Ps’ of marketing? (u.22-25)
- •2. What do you know about brands and branding? (u.22)
- •3. What can you say about pricing? (u.23)
- •4. What types of shops do you know? (u.24)
- •5. What is direct marketing? (u.24)
- •6. What advertising media can you name? (u.25)
- •7. What promotional activities may be used by retailers? (u.25)
- •4. Give an example of a person’s career (with the events in chronological order).
- •5. Think of advantages and disadvantages of taking a gap year and the ways of spending it.
- •2. What are skills and qualities of ‘the right person” companies look for? (u.4)
- •3. What types of pay and benefits may an employee receive? (u.5)
- •1. Do you prefer shopping in a store or on a website? Give your reasons.
- •2. What measures do e-tailers take to turn surfers into shoppers?
- •3. What is a conversational agent?
- •4. What steps in an e-tail transaction can you name?
- •1. What issues might be subject to negotiation?
- •2. What are the key techniques used during the negotiation?
- •2. What types of negotiation do you know? (u.62)
- •3. How can you prepare to negotiate? (u.63)
- •4. What should you do when negotiations get stuck? (u.65)
- •1. What are good and wrong reasons for mergers and acquisitions?
- •2. What are the five Gs of a possible acquisition?
- •3. How are mergers and acquisitions perceived by employees/ shareholders/ customers/ the general public?
- •4. Give examples of a company’s performance.
- •1. What problems may an acquisition bring to a target company?
- •5. What types of stakes do you know? (u.34)
1. What issues might be subject to negotiation?
Negotiation is a dialogue between 2 or more people or parties, when they talk in order to reach an agreement which is to their mutual advantage.
Issues that might be subject to negotiation include; price, minimum order, discount, delivery, quality standards, payment terms, extras, penalty clauses, other contract details, procedures, documentation, after-sales service, timing, guarantees, etc.
2. What are the key techniques used during the negotiation?
Business Vocabulary in Use
2. What types of negotiation do you know? (u.62)
If people negotiate with each other, they talk in order to reach an agreement which is to their mutual advantage - good for them both.
So there are some types of these situations:
1) customer-supplier negotiations (negotiations about price between buyers and sellers)
2) wage negotiations (negotiations about salary between employee and employer)
3) merger or takeover negotiations (negotiations between companies about business combination )
4) trade negotiations (about buying and selling)
5) settle disputes (decide arguments)
6) contract disputes ( arguments about signing a contract)
7) labour disputes (arguments between employee and employer)
8) trade disputes (arguments between buyers and sellers)
Also negotiations can be intensive (tiring, with a lot of discussed), delicate or tense (can easily fail), last-minute(very late, when it isn’t so necessary), protracted (take a very long time).
Also, negotiations can be win-win (equal benefit) or win-lose (one side gets more than another).
3. How can you prepare to negotiate? (u.63)
There are some things which you should if you’re going to negotiate:
- Get as much information as possible about the situation, about the other side such as negotiations styles and etiquette
- Find out what your needs and objectives are. This gives your initial bargaining positions (conditions)
- Find out the other side’s needs and objectives
- Prepare a fallback position (conditions if the aims are not met)
- Decide the choice of venue (place of meeting): to be on your own ground, on their ground or on neutral ground.
- Also if you are working in team you should allocate roles and responsibilities
You should remember about the body language (the way you hold your body, the gestures you make), conversational rules (the acceptability of silence, interrupting other), hierarchy (awareness of and respect for the relative importance of people), physical contact, relationship building, and attitude to time.
4. What should you do when negotiations get stuck? (u.65)
Deadlock is situation when negotiations get stuck and broke down. There are stalemate that is situation in which neither group of people can win and impasse that means situation where no progress could be made.
There are some situations when it is impossible to reach an agreement, this case, you can ask someone outside to help restart negotiations and bring the two sides closer together, help them to agree.
It is mediator (his aim is help the two sides to agree). He can recommend, for example, a cooling-off period (no action against the other). If such decision isn’t effective, there is such person as an arbitrator. He can help to make a final decision. He imposed a settlement or a resolution to the dispute (an arrangement to the end the disagreement). The process of solving a disagreement is arbitration.
Module 7 Student’s book