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PROBLEMS

PROBLEMS. A.PETKOSKA SEOU GOSTIVAR OCTOBER 2014.

nicolette-fontaine
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PROBLEMS

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  1. PROBLEMS A.PETKOSKA SEOU GOSTIVAR OCTOBER 2014

  2. 1. Well,I think thebiggestproblemiswhenwehavelatedeliveries. Then thereisn'tenoughstocktoselltocustomers.Wealsosometimesget difficultcustomerswhowantyoutospendalotoftimewiththem,or who wanttheirmoneybackfornoreason! 2. Ihavebigproblems withthecomputer system.Itseemstocrashonceortwice aweek.Whenthishappens,itmeans I can't work.The otherbigproblemis wehavealotofdocuments,whicharesometimesdifficulttofind.It'sabig office,andalotofdocumentsgomissing whenpeopledon'treturnthem. 3. Well,we'realwaysverybusy.It'sneverquiet. Iguesstheworstproblem, apartfromthat,ispeoplewhoarerudetoyouonthephone.Peoplethink theycansayanythingbecausetheycan'tseeyou.Sometimesit'sdifficultto bepolitetothecustomers. 4. Well,itcanbeverynoisyattimes,butforme, that'snotaproblem. I think it'snormal.Theworstproblemiswhenthe machinerybreaksdownandwecan'twork.Wehavetostopproduction andcalltheengineers.The other bigproblemis whencustomerswanttochangetheirorders. There is a problem with the invoice. __ b) The date of the meeting is not suitable. ___c) The quantity is not correct. ___ d) There are no instructions. __

  3. Interviewer: Whataretypicalworkproblemsforyou? JK:Asaconsultant,I run myownbusinessandI'm oftenon myown, but myclientshavequitecomplicatedproblemsthattheyneedtoresolve. Mybiggestproblemishavingenoughtimetodoagoodjobwiththe amountofworkI'vegottodo.AndthenIalso faceurgentrequestsfor helpwhenI'malreadyverybusy. (01 TRACK 35(I=INTERVIEWER, JK=JEREMY KEELEY) I: Whatarethebiggestproblemsincompaniesyouknow? JK: MostofthecompaniesIworkwitharebig,internationalcompanies facingcomplicatedsituations.Probablythebiggestproblemtheyface istheamountofchangetheyhavetogothroughallthetime,andthey havetogothroughthatchangefast,atspeed. Secondly,theyfind itverydifficulttoplantheirneedsandtherefore also toplantheirresources,inotherwords,theirstaff,theequipment, theproperty,themoneytheyneedtosatisfytheircustomers.And theircustomersexpectthemtoreducetheirpricesatthesametimeas thesecompanieshaveincreasingcosts.Sotheyhavetobemuchmore productive,muchmoreefficient, allthetime. CDTRACK 36(I=INTERVIEWER, JK- JEREMY KEELEY) I: Canyougiveanexampleof a problem you'vesolved? IK: Mycustomersusuallyaskmetohelpthemsolvecomplicated problems,wherelotsofpeopleneedtobeinvolvedindesigning thesolution.Recently,therewas acomputersystemthathadtobe introducedthataffectedmillionsofcustomersandtheirbills. Atthelastmoment,aproblemarosethataffectedthewholesystem. Ibroughtthetechnicalteam,thebusinessteam,theprojectteamand thesupplierstogetherinoneroom,andbyunderstandingthewhole problem,andbyunderstandingeach other'sindividualproblems,we cameupwiththesolutionthatsolvedtheproblemaltogether.

  4. TALKING ABOUT PROBLEMS ON THE TELEPHONE CD1 TRACK 37 (R- RECEPTIONIST, M - MARCIA, H - HARRY) R: Hello, United Food Corporation. M: Good morning, my name's Marcia Jones, Hove Stores. R: Good morning. How can I help? M: I'd like to speak to Harry Palmer, please. R: Hold on a minute, I'll put you through ... H: Harry Palmer. M: Hi, Harry, Marcia here. H: Hi, Marcia. M: Ineed some information. Can you give me the name of your new marketing assistant, please? I need to contact him. H: Certainly. His name's Jeff Haydon. M: Could you spell his name for me, please? H: OK. J-E·F-F H-A-Y-D-O-N. M: Sorry, could you repeat that, please? H: J-E-F-F H-A-Y·D-O-N. M: Right. G-E-F-F H-A-I-D-O-N? H: No, not G, J. j-.E·F-F. And Haydon has a Y, not an I. H-A-Y-D-O-N. M Right. OK, I've got that. Thanks very much. H: No problem. M: I'll speak to you soon, Harry. Bye.

  5. CD1 TRACK 38 (BS - BEVERLEY SIMPSON, JS - JACKIE SINGER) CALLING BS: Hello? JS: Hello, Jackie Singer here. Can I speak to Beverley Simpson, please? BS: Speaking. How can I help you? JS: I've got a problem. I can't meet your boss, Vanessa Gordon, next Wednesday. Something's come up. BS: OK, I'll pass on your message. I'm sure we can arrange another time. JS: Thanks very much. Bye.

  6. CD1TRACK 39(MB- MICHAELBENSON,SC SHEILACLARK) CALL 2 MB: Goodmorning,thisisMichaelBenson,PKJElectronics. SC: Oh,hello,Michael,thisisSheilaClark.What'stheproblem? MB: It'saboutthedeliveryofmobilephones.Iwant50, not1. SC: Sorryaboutthat.I'lldealwithitimmediately. MB: Good. Ineedthembytheendoftheweek. SC: OK.It'snoproblem.Byefornow. MB: Thanksforyourhelp.

  7. CD lTRACK 40 (DENISE ROBBINS,MIKEJACKSON) DR: Goodmorning,HardingKitchenware,DeniseRobbinsspeaking. MJ: Hello,mynameisMikeJackson.I'mphoningaboutmydishwasher.There arenoinstructionsinthepackage. DR: Ohdear!Sorrytohearthat.Whichmodelisit? MJ:Holdon, I'llcheck...It'sthePTI095 model. DR:I'msorry,Ididn'tcatchthat.Couldyourepeatit,please?MJ: PT 1095model. DR:Gotit.I'llsendyousomenewinstructionsrightaway.

  8. CD 1TRACK 41(DAVIDPATIERSON,JIMROBERT) CALL4 DP: Hello? JR: Hello. DP:DavidPattersonhere,HudsonandCompany.CanIspeaktoJimRoberts,please? JR:Speaking. DP:There'saproblemwiththeinvoiceyousentme. JR:Oh,really? DP:Yes,Ican'treaditverywell.The wordsarenotclear. JR:Ah,sorryaboutthat. DP:Also,Ithink thefiguresarewrong. DP: I'lllookintothematterandsendyouanotherinvoice.Is thatOK? DP:Fine.Thanksverymuch.

  9. HOTEL PROBLEMS CD l TRACK 42 Guest 1 Idon'tlikemybedroomatall.It'sreallysmallanddark.There'snolight intheceiling,andoneofthetablelightsisbroken.There'salotof noise outsidethewindow, andIdon'thaveaviewofthecity.Allthewallsare grey,andtherearenopictures.The gymhasnoequipment,andthesauna isnever open. CD l TRACK 43 Guest 2 Mybedroom'stoosmall.Itisn'tbright,andthewallsaregrey.The bathroomisn'twellequipped.There'snobath, andtheshowerdoesn't workwell. IthasInternet,butit'sso expensivetouse-$10anhour!Ihaveanold televisioninthe sittingroom.There arenosatelliteprograms,justthree or fourlocalones,soIcan'twatchTVintheevening. CD l TRACK 43 Guest 3 I'mnothappywiththeapartment.The bedroom'stoosmall,andtheair conditioningdoesn'twork.Thesittingroomdoesn'thaveenoughfurniture. There is justoneoldsofaandnodesk.Iliketoswimeveryday,butthepool’stoo small,andthewaterisn'tclean.Theterraceandgardenarenice,butthere is no furniturethere,notablesor chairs. Atnight,it’sverynoisyoutsidethebuilding. CD l TRACK 44 Guest 4 The apartmentslookgoodintheadvertisement,butwhenyougethere, everything is different. The beach is about 20 kilometers away, not just a few minutes by car. And there are so many people on it. There's no sand, either. I hate that kind of beach, don't you?

  10. WORKING ACROSS CULTURES CD1 TRACK 46 Understandingdininghabitsindifferentcultures is importantifyouwant tobuildstrongbusinessrelationships.Thekeyispreparation.So,before yougotoanotherculture,findoutabouttheirdininghabits. Inthisworkshop,wearegoingtolookatseven areasthatyoushouldresearchbeforeyoutravelabroad. I'llstartwitharrival.Isitimportanttobepunctual,toarriveontime?For example,inDenmark,it'snotgoodtoarrivelate.ButinItaly, youcanarrive atdinnerupto30minuteslate. Secondly,seating.Whositswhere?Shouldyouwaitbeforesittingdown? Forexample,inGermany,itisgoodmannerstowaituntilyouareshown where tosit. Thirdly,howmuchtoeat? In Norway,Malaysia andSingapore,itisrudeto leavefoodonyourplate.ButinEgypt and China,leavealittlefoodonyour platetoshowyouarefull.Fourthly,whatyouusetoeat.Doyouuseaknifeandfork,chopsticksorhands?InArabcultures,youshouldnoteatwithyourlefthand.I'llmoveontodrinking.Insomecultures,alcoholisnotallowed. Andin othercountriessuchasKorea,JapanandRussia, it isrudeor unluckyto pouryour own drink. Bodylanguageisanotherimportantarea.Isitbadbehaviortorestyourelbowsonthetable,as itisinGermany? Finally,leaving. In China,itiscommontoleavesoonafteryourmeal. However,inColombia,itispolitetostayforawhileafterthemeal. Wewillnowlookateachof thesevenareasindetail,butremember:ifyou arenotsure whattodoatthediningtable,thendo thesameasyourhostor otherguestswhoknowtheculture.

  11. Usetheserolecardsto write a role-play conversation. Usesome oftheexpressionsfromtheusefullanguagebox. StudentA SalesRepresentative • Answerthephone. • Askfordetails. • Apologizeforthefirstproblem. • Apologizeagainandoffersolutions. • Saygoodbye. StudentB Customer • Introduceyourself.Sayyouhave someproblemswithanorder. • Givedetailsoffirstproblem(ordered grapefruitjuice,notorangejuice). • Givedetailsofsecondproblem (want 1,000 bottles,not100cans, assoonaspossible). • Thankthesalesrepresentative. • Saygoodbye. GETTING THROUGH CanIspeakto(lanePorter),please? Callmebacklater,please. ANSWERING Hello,thisis(CarlFisher). Good morning,(DavidSeymour) speaking. INRODUCING YOURSELF Hello,thisisDavidPatterson,Hudson Motors. Hello. DavidPattersonhere,Hudson Motors. STATING THEPROBLEM Ihaveaproblem(with...) Therearesomeproblemswith... APOLOGISING (Ohdear!I'm)sorrytohearthat. (I'mvery)sorryaboutthat. GETTING DETAILS Canyougivemesomemore information? Whichmodelisit? GIVINGDETAILS Theinvoiceisincorrect. It'sthewrongpart/model/item. There'sapiecemissing. FINDINGSOLUTIONS Wecangiveyouarefund. Wecansendyounewones. Icantalktothemanager. FINISHINGTHECONVERSATION Thankyou. Thanksforyourhelp.Bye.

  12. APOLOGISING (Ohdear!I'm)sorrytohearthat. (I'mvery)sorryaboutthat. GETTING DETAILS Canyougivemesomemore information? Whichmodelisit? GIVINGDETAILS Theinvoiceisincorrect. It'sthewrongpart/model/item. There'sapiecemissing. FINDINGSOLUTIONS Wecangiveyouarefund. Wecansendyounewones. Icantalktothemanager. FINISHINGTHECONVERSATION Thankyou. Thanksforyourhelp.Bye. GETTING THROUGH CanIspeakto(lanePorter),please? Callmebacklater,please. ANSWERING Hello,thisis(CarlFisher). Good morning,(DavidSeymour) speaking. INRODUCING YOURSELF Hello,thisisDavidPatterson,Hudson Motors. Hello. DavidPattersonhere,Hudson Motors. STATING THEPROBLEM Ihaveaproblem(with...) Therearesomeproblemswith... USEFUL LANGUAGE

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