I. Read this e-mail from Max, a senior sales representative, to Jeff, his sales manager. In eight lines there is one extra word that does not fit. Write that word in the space.

Dear Jeff, I was hoping to be able to talk to you about my problem, but I have to visit a lot of customers on this week. I know that you are extremely busy as well. Whenever I am in the office, you are in a meeting or in one of our branches. For that reason, I’ve decided to write instead. So when we to meet we’ll both have time to think about what to do. I have been here since four years. I love the company and I think the sales team is great. Maybe I should to say it was great. Since Dan and Bert started working here, things have changed a lot. We don’t mind them being much younger than the rest of us. What we really mind is that they are very un-cooperative. For example, they never share with any information about customers with us. Besides, they are arrogant and even rude, some of our customers have told to us. I would be surprised if you hadn’t heard these complaints yourself. It has become very difficult for me to work with these new reps. They have been destroyed our team spirit, and I’m afraid they are damaging the image of the company as well. I and some of my colleagues are now quite demotivated. If things are do not improve, I won’t be able to work here much longer. I hope we can meet next week to discuss all this. Thanks for your time. Best wishes, Max

LISTENING 2

Negotiating: dealing with conflict

(Market Leader Pre-Intermediate Unit 10 Recording 10.3)

I. Which of the following are good ways of dealing with conflict in a

Negotiation?

1. Avoid eye contact.

2. Smile a lot.

3. Sit back and appear relaxed.

4. Stop the discussion and come back to it later.

5. Say nothing for a long time.

6. Say ‘I see what you mean.’

7. Find out why the other side is unhappy.

8. Focus on the issues, not on personalities.

9. Say something humorous.

10. Speak calmly and slowly.

II. A union representative meets a general manager. The representative is

Angry because the company’s staff are no longer allowed to use the

Company car park. Listen to the conversation and answer the questions.

1. What is general manager’s first suggestion to solve the problem?

2. Why does the union representative reject the suggestion?

3. What solution do they finally agree on?

<== попередня сторінка	\|	наступна сторінка ==>
Article B	\|	III. Listen again and complete the extracts.

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