Unit 1 : communication1- Starting up

A) What makes a good communicator? Choose the three most important factors.

fluency in the language • a sense of humour

an extensive vocabulary • grammatical accuracy

being a good listener • not being afraid of making mistakes

physical appearance • an awareness of body language

B) What other factors are important for communication?

C) Discuss these questions.

1. Which of the forms of written and spoken communication below do you use most:

a) in your own language? b) in English?

Written Spoken

e-mails

faxes

letters

memos

minutes

reports

conversations

interviews

meetings

negotiations

phone calls

presentations

2. Which do you feel you do best? Which do you like least?

3. Do you use any other forms of communication?

4. What kinds of problem can occur with some of the forms of communication above? Think about:

formality / informality jargon standard ways of doing things

technology tone of voice

visual gestures

2- Vocabulary

Good communicators

A) Which words below apply to good communicators and which apply to bad communicators? Add two adjectives of your own to the list.

articulate coherent eloquent fluent focussed

hesitant inhibited lucid persuasive rambling

responsive sensitive succinct tongue-tied

B) Which of the words above have the following meanings?

Concise 2. unable to speak 3. Talking in a confused way4. able to express ideas well 5. Good at influencing people

C) Use a prefix to form the opposites of these words from Exercise A.

articulate coherent focussed inhibited

D) Think of a good communicator you know. Explain why they are good at communicating.

3- ReadingCommunication problems

a) Recent trends in business have been towards larger and larger organisations. This has many advantages but can also present challenges for effective communication within an organisation.

For what reasons can communication sometimes break down in larger organisations?

b) Read the text and complete the chart that follows it.

c) Answer these questions about words and phrases from the article.

1. Look at this key sentence from paragraph 4: And with that, they inadvertently destroyed the intimate social networks that empowered the whole organisation.a) What does that refer to? b) Who does they refer to?

communication Small organisations Less than 200 Already have a free............................................................................................................................................Larger organisations More than 200 Need either a...................................... ora ...................................... system One solution Divide larger organisations into In addition Avoid maintaining too formal a structure by allowing staff to: 1 build .............................................2 interact in a ...................................

2. In the same sentence. What do these words and phrases mean?a) inadvertently destroyed b) intimate social networks c) empowered

3. Choose the correct answer. In line 15, quid pro quo means:a) something that you give or do in exchange for something else b) a situation that exists at a particular time without changes being made to it c) money in pounds sterling that you give in return for a favour

4. In line 24. panacea means something that people think will:a) make everything better b) make everything worse c) not change the situation

5. Explain the meaning of purpose-built in line 39.

d) In your own words describe what happened to the effectiveness of the TV production unit

e) The article mentions informal communication over lunch and around the photocopier. Can you give other examples of this kind of informal communication? What are the benefits of this?

f) What changes can you suggest to improve communication within your own organisation or an organisation you know well?

4- Language reviewIdioms

An idiom is an expression with a meaning that can be difficult to guess from the meanings of its separate words: talk to a brick wall means talk to an unresponsive person; hear something from the horse '5 mouth means get the information directly from the person concerned.

For example: I've asked my boss for a pay rise several times, but no luck. It's like talking to a brick wall. I know he's leaving. I heard it from the horse's mouth .

Common areas for idioms in business are war (hit your targets), gambling (there's a lot of money at stake) and shipping (don't rock the boat).

A) Complete these sentences with idioms from the box below.

a) put you in the picture b) talking at cross purposes c) get straight to the point d) have a quick word e) get a word in edgeways f) beating about the bush g) heard it on the grapevine h) on the same wavelength

1. Ok, I'll .................................I'm afraid we're going to have to let you go. 2. You and your boss seem to agree on most things.'

'Yes, we are’………………………………..3. Susan, I know you are busy, but can I ………………………………..

With you? 4. Some important decisions were taken at yesterday's meeting. Let

me…………………………………………………..5. I think we have been …………………………………. I meant next

month, not this month. 6. Anja dominates all our meetings. Once she starts you can't …………………7. He never gives you a straight answer. He's always………………..................8. I ...........................................that he's been fired. Is it true?

B) Choose the correct word to complete each sentence.

1. They were at a social event but they talked kiosk / shop / store all evening. 2. It's on the edge / end / tip of my tongue. I'm sure I'll remember her name

soon.3. She's our best sales rep. She's really got the gift / skill / talent of the gab. 4. When they told me I was fired I was at a lack / loss / shortage forwards. 5. She lost the notes for her talk so she had to speak off the collar / cuff /

sleeve.6. He wanted a 30% discount and 90 days' credit! We weren't even talking the

same language / meaning / words. 7. I haven't got the information to hand but, off the top of my brain / head /

mind, I'd say about 2.5 million. 8. I've studied their accounts carefully but I can't make head or foot / hand / tail

of them.

Case study 1Creating a sense of identity

Background The international construction and engineering group KMB is based in Munich, Germany and has manufacturing subsidiaries and associated companies throughout the world. Its company magazine is published five times a year and is distributed by post to staff worldwide. The following letter, sent by a member of staff in its Brazilian sales office, appeared in the magazine's latest issue.

The new Global Communications Director, Dominique Lapierre, sent the following e-mail to the Chief Executive of KMB after AJdo Renato's letter had been discussed at a board meeting.

Task

You are members of the working group which will discuss suggestions for improving KMB's communication system.

1. Brainstorm ideas of your own which you could add to the draft agenda.

2. Choose the three best ideas and add them to the agenda.3. Then, hold an informal meeting. Discuss the advantages and

disadvantages of the suggestions. Also consider the cost implications of each proposal. Finally, work out an action plan for improving communications within the company.

AGEBDA (DRAFT)

Suggestions for improving communications:

i) Introduce an 'employee of the month' scheme.

ii) ……………………………………………………………………

iii) ……………………………………………………………………

iv) ……………………………………………………………………

Writing As a member of the working group, write a memo to the heads of all of KMB's subsidiaries. This should inform them that the meeting took place and should outline the plan of action agreed. Finally, the memo should ask for their cooperation in implementing the suggestions.