For staff and managers at Asda, each working day gets off to a raucous start. Give me an A! they cry, Give me an S! 5 Give me a D! Give me an A! What does that spell? Asda!
Customers of the supermarket chain may be alarmed to see and hear the company chant, but Asda insists chanting, singing or hand-clapping is one of the best motivational tools around.
Asda's spokeswoman says she believes the daily chant unites the workforce. Asda's chant was adapted for the UK from the version sung at Wal-Mart, its parent company. The song now accompanies all sales conferences, company events and even management meetings. The directors are just as happy to chant as the cashiers are and they have told us that it helps them get through the business of the day more efficiently and quickly. Chanting isn't compulsory though, she adds, and if people don't want to join in, they won't be penalised. As for the customers, they love to see us enjoying our work with a good shout and sometimes they even want to join in.
By Virginia Matthews
From the Financial Times
1. True or false?
a) The company chant at Asda is for staff only, not managers.
b) The chant is made up of the letters of the company's name.
c) A chant is a type of song.
d) Asda believes the chant motivates employees and makes them work better.
e) The chant is exactly the same as the one used at Wal-Mart.
f) The chant is used in a number of different situations.
g) The directors say the chant helps them in their work.
h) When Asda employees chant, any customers in the store must also participate.
2. Guess the correct meanings of these words and expressions from their contexts in the article.
a) raucous
i) very loud
ii) very soft
b) alarmed
i) very happy
ii) very worried
c) motivational
i) relating to motivation: making people want to work better
ii) relating to motive: the reason someone does something
d) parent company
i) a company that owns another
ii) a company that is owned by another
e) compulsory
i) You must do it.
ii) You must not do it.
f) penalised
i) treated better for doing something good
ii) punished for doing something wrong
Over to you
Sports teams are motivated by a strong sense of teamwork, intensive training and the need to win. What techniques from sports motivation do you think can work well in business motivation?
Unit 16 Managing people
Coaching new employees.
Level of difficulty **
Before you read
Do companies that train and coach their employees perform better than those that don't? Why or why not?
Reading
Read this article from the Financial Times and answer the questions
Teamwork and success
Norwich Union is one of the UK's leading financial services companies, dealing with life assurance, pensions, investments and insurance. When customers call Norwich Union Direct, their call may be handled by any one of four call centres. Each centre has 300 agents or, as Norwich Union Direct prefers to call them, tele-executives, and the business handles 20,000 calls a day.
|
|
|
Each call centre is similar in design, with open-plan offices - senior management do not have separate offices. The tele-executives work in small teams of around 8 to 12 people. Between each desk is a low screen, which provides some privacy, but without making employees feel isolated.
A team coach sits next to the employee during the first stages. There is a lot of hand-holding, says Jackie Connolly, the company's customer services director. We try to encourage mind-set which says that you're not just dealing with 60 accident claims a day, but with 60 different customers.
There are regular meetings with team coaches and the team leader, and team games are organised to promote healthy competition. We're more interested in quality
than quantity, says Mrs Connolly.
We carry out a lot of customer research to ensure that we are servicing their needs.
George Cole
From the financial Times
1. What do these numbers from the article refer to?
a) four
b) 300
c) 20,000
d) 8 to 12
e) 60
2. True or false?
a) If you have privacy, you cannot be seen and heard by other people.
b) If you feel isolated, you feel lonely, with no contact with other people.
c) There is a lot of hand-holding of new employees at Norwich Union Direct. This means that coaches and employees literally hold each other's hands.
d) If you have a particular mind-set, you have a particular way of thinking about something.
e) If there is healthy competition between people, it damages them and makes them feel bad.
f) If customer needs are serviced, their needs are satisfied.
Over to you
How are new employees helped in your organisation? If you are studying, how are new students helped
Unit 17 Conflict
The dangers of e-mail.
Level of difficulty **
Before you read.
Have you ever sent an e-mail message that you later regretted?
Reading.
Read this article from The Economist and answer the questions.
Negotiating by e-mail
Who has not typed out an angry reply to an e-mail message, hit the send button - and then regretted it? Surely no technology has led to so many conflicts and lost friendships as electronic mail. But nowhere is e-mail more dangerous than in
negotiations.
Experiments by Michael Morris, an academic at Stanford Business School, and a group of colleagues have now demonstrated what many people have always thought: negotiations are more likely to go well if they are conducted, at least in part, face-to-face, rather than between strangers with keyboards and screens. E-mail is not necessarily a bad way to negotiate, but the research suggests that it needs to be used carefully.
Together with Leigh Thompson, of the Kellogg Graduate Business School at Northwestern University, 25 and several other academics, Mr Morris studied mock negotiations that used only e-mail and compared them with ones where there was a brief getting-to-know-you telephone call before the negotiations. The second type went more smoothly. Other experiments found that electronic negotiations were easier when the negotiators began by swapping photographs and personal details, or when they already knew each other.
|
|
|
From The Economist
1. Imagine that each paragraph in the article has a heading. Choose the best heading for each paragraph from the list below and number them in the correct order. Two of the headings are not used.
a) Examples of real-life negotiations
b) Face-to-face negotiations work better than ones by e-mail
c) Negotiations in the construction industry
d) E-mail can easily lead to conflict
e) Studies of negotiation
2. Choose the correct alternative.
a) If you regret something you did, you are
i) happy about what you did.
ii) unhappy about what you did.
b) If you demonstrate something, you
i) show that it is true,
ii) just say that it is true.
c) If you conduct negotiations, you
i) take part in them.
ii) observe them from the outside.
d) Academics are
i) full-time businesspeople.
ii) university teachers.
e) Mock negotiations are
i) real.
ii) experiments.
f) If you swap photographs, you
i) exchange your photographs for others,
ii) keep your photographs.
Over to you
Are face-to-face meetings necessary when you do business with someone? Or can everything be done by phone and e-mail?
Unit 17 Conflict.
