- •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)
Вопросы к экзамену 2 курс (весенний семестр)
Module 1 Student’s Book
1. What unwritten rules do you imagine you might encounter?
Unwritten rules are informal, short statements, which should be happen in every serious, well-organized company. It depends on company.
In a government department:
Office etiquette: formal dress code, strict office hours
Relationships with colleagues: hierarchical and formalized
Autonomy and initiative: limited, strict procedures for everything
In a small public relations firm:
Office etiquette: probably very informal, relaxed, and flexible
Relationships with colleagues: friendly and participative, little or no visible hierarchy
Autonomy and initiative: wide, but must be justified
In a manufacturing company:
Answers will depend on national and corporate culture.
Seven examples of unwritten rules:
- nobody should ever climb the ladder
- working long hours is more important than achieving results
- the boss is always right, even when he’s wrong
- if you’re not at your desk, you’re not working
- nobody complains, because nothing changes
- women, ethnic minorities and the over 50s are not promoted
2. How can companies help interns to adapt to their work culture?
Internship is a really important and difficult period of time for students, because it’s the first experience of working in the specialty. Student doesn’t know any details of this process, so a self-respecting company should appoint a mentor to look after an intern. A mentor is one of the staff, who will help intern.
First of all mentor should tell the intern about unwritten rules. They include moral principles, organizational culture, and acceptable behavioral norms between staff. Moreover mentor should tell about company’s structure and attitude to time, working time.
3. Describe a company’s possible structure.
The head of a company is CEO, who deals with strategy, who is responsible for taking global, strategic decisions and most of time this person could be away from office. The right hand of CEO is COO, who runs business on a day-to-day basis.
Then there are 5 departments:
Administration (includes Office Manager and accountants)
Marketing and Sales (includes M&S Manager, art directors, PR officer and salesmen)
R&D (includes R&D Manager and research scientists)
Engineering (includes Program Manager, soft engineers and technical writer)
IT & Technical Support (includes IT Manager, web developer, support engineers)
4. What kind of personal problems can employees experience when working abroad?
For example: culture shock in general, language problems, homesickness, food, climate, housing, schools, family members don’t make the adjustment, cultural differences at work and outside work
1. In what ways can corporate culture be expressed?
Corporate culture can be expressed in the company’s mission statement and other communications, in the architectural style or interior decoration of offices, by what people wear to work, by how people address each other, and in the titles given to various employees.
2. How does corporate culture affect employees?
3. Why is the importance of corporate culture growing nowadays?
Business Vocabulary in Use
1. What types of industrial action do you know? (U.6)
When workers are not happy with pay or conditions, they may take industrial action:
- A strike, stoppage or walk-out (type of industrial action when workers stop working for a time). A strike usually takes place in response to employee unfairness
- A go-slow (type of industrial action when workers continue to work, but more slowly than usual). A go-slow may be used as either a prelude or an alternative to a strike.
- An overtime ban (type of industrial action workers refuse to work more than the normal number of hours). Employees limit their working time to the hours specified in their contracts, refusing to work any overtime.
Module 2 Student’s Book