Tag: business and business english

‘The Customer Is Always Right’ Is Wrong

B2 – Upper Intermediate

We have heard the  slogan  “The Customer is always right”  several times and often, this attitude that the customer is always right negatively affects the company as it goes to great lengths to meet customers’ needs. But what if the customer isn’t always right? 

Read the article below and know the reasons this old adage isn’t always right.

https://www.huffpost.com/entry/top-5-reasons-customer-service_b_5145636

Discussion Questions:

  1. What happens if the company adopts “the customer is always right” policy?
  2.  Do you agree that “The customer is always right” is wrong? Why or why not?
  3. What are the effects of this policy to the company and to the employees? Will the advantages outweigh the drawbacks?

Effective Customer Service during Mergers and Acquisitions

B2 – Upper Intermediate

When a company goes through transition after a merger and acquisition, there are some negative impact on the business’s operations and in some cases, customer relations.

Read more to find out about how to provide effective customer service during M&A.

https://www.linkedin.com/advice/3/how-can-you-provide-effective-customer

Discussion Questions:

1. Explain the three challenges companies face during an M&A transition.
2. Have you ever worked for a company that underwent re-organization? Talk about this period.
3. Give some ways on how to ensure smooth M&A transition.

Instant Gratification in Marketing

B2 – Upper Intermediate

Humans are naturally inclined to have desires for things. In the business setting, whoever provides these desires in the best way and timely manner possible, gets ahead of the competition.

With this in mind, instant gratification can offer a wide array of benefits for digital marketers.

Get a deeper understanding of instant gratification, how it works to a company’s advantage in marketing, and ways to provide it to customers.

https://www.entrepreneur.com/article/235088

Discussion Questions:

1. Explain why people expect immediate responses now.

2. What are your thoughts on the ideas presented in this article?

3. What are some other ways to handle customer’s desire for instant gratification?

4. Does the company you work for use instant gratification? In what ways?

5. Do you agree that instant gratification provides benefits for businesses?

Bank of England Staff Go on Strike

B2 – Upper Intermediate

Employees are going on a strike. They have decided to demand a pay increase from the Bank of England. Getting very little to no rise in their salary means workers have to constantly make ends meet.

Find out more about the current situation that the bank’s staff have to face and what led them to make the said decision.

http://www.breakingnewsenglish.com/1707/170705-bank-of-england.html

Discussion Questions:

1. What do you think are the good and bad things about being a bank worker?

2. Do you think good pay is the most important requirement in a job? Cite a few reasons why.

3. Talk about what you know about the pay rise system in your country.

4. What are the usual reasons workers’ union go on strike in your country?

5. Do you believe strikes should be forbidden? Explain.

Clearing Up Confusions

B2 – Upper Intermediate

Rumors in the workplace can lead to hurt feelings and may mean employees have to work in a hostile environment. Whether a rumor is true or not, the outcome of spreading it can be damaging. Employers have a responsibility to try to control the spread of workplace rumors to ensure that the work environment is a positive place for all employees.

Watch the video and read the transcript about clearing up confusions.

http://www.bbc.co.uk/learningenglish/english/features/english-at-work/47-language-to-clear-up-confusion

Discussion Questions:

  1. Do you and your colleagues chit chat with each other? Why or why not?
  2. Talk about a situation where it was necessary for you to clear up a confusion at work.
  3. What are some common topics do coworkers speak about?
  4. What are things employees shouldn’t be talking about among themselves in the office?
  5. How damaging is it to spread rumors in the workplace? Explain and cite examples as well.

Making Someone Redundant

B2 – Upper Intermediate

If one is ever made to be redundant, their employer must treat them with fairness and act in accordance with their contract and legal redundancy rights. That includes making sure they’re consulted, following the right selection process, and giving them sufficient notice period.

Everyone should know their rights when faced with this situation.

Watch the video and read the transcript about making someone redundant.

http://www.bbc.co.uk/learningenglish/english/features/english-at-work/50-language-used-making-someone-redundant

Discussion Questions:

  1. Is work redundancy common in the workplace in your country? Talk about some instances you know of.
  2. What are the rights of an employee who has been terminated due to redundancy?
  3. In your opinion, how long should the notice period be?

Tesco Homeplus Virtual Subway Store

B2 – Upper Intermediate

Innovation is the development and implementation of ideas that lead to more value for whatever business you are in.

When grocery chain Tesco wanted to expand their market share in South Korea, they came up with a brilliant idea. Because the people in South Korea work long hours, Tesco thought of an efficient way to sell their products.  Why is this shop interesting to view?

Watch the video to find out. Be able to answer the questions that follow.

Discussion Questions:

  1. What do you think about Tesco’s virtual store at subway stations in South Korea?
  2. How was Tesco better than its competitor in terms of innovation?
  3. Do you think this innovative idea could be successfully applied in all countries? Explain.
  4. What are the most important innovations for you in your daily life?
  5. Have you ever worked for a company that has implemented any innovative ideas? Talk about it.
  6. Have you ever had an innovative idea? If so, did you put it into action?

Ageism at Work

B2 – Upper Intermediate

A newbie does not have enough experience. A senior colleague is not technology illiterate. These are some common assumptions and generalizations we sometimes make based on a person’s age.

Ageism exists in the workplace. Are we just supposed to just sweep this issue under the rug?

Click on the link below to read more on ageism in the workplace.

https://www.theguardian.com/careers/2017/apr/24/ageism-at-work-being-mistaken-for-the-work-experience-kid-is-humiliating

Discussion Questions:

  1. What are the negative effects of ageism on an individual?
  2. What might be the positive impact of it?
  3. Does ageism in the workplace exist in your company and/or country? Talk about it.
  4. Talk about a situation when you witnessed ageism happening.
  5. What is your stand on this, “This [ageism] isn’t just an issue young people face.“?

Globalization

B2 – Upper Intermediate

Globalization has changed society in many ways. Some people believe this has been a positive change, while others argue that it has had many negative impacts. 

In business, globalization has its advantages and disadvantages.

Find out by watching the video and be ready to answer the discussion questions.

Discussion Questions:

  1. According to the video, what are problem caused by globalization?
  2. What are the negative impacts of globalization?
  3. Have you ever worked for a multinational company? If yes, did you enjoy it? If no, would you like to work for a multinational company? Why / why not?
  4. Why do you think there has been an increase in multinational companies in the last 50 years?
  5. How has this increase impacted on language learning?

Wildlife Travel Agent Drops Zoo Trips

B2 – Upper Intermediate

Going on package tours sound really interesting. However, if these trips include activities that endanger animals and violate their rights, is it still worth it?

A travel agent in Brighton is changing things by adapting “responsible tourism”.

To read more about this, click the link below.

http://www.bbc.com/news/business-39479367

Discussion Questions:

  1. What did the company “Responsible Travel” do and how do you think this would impact their business?
  2. What is ‘responsible tourism’? What are your thoughts on this?
  3. Do you agree or disagree that “Keeping animals in zoos is inhumane.“? Explain your point.
  4. Why is it important to protect animals and as well as their rights?
  5. Have you ever gone on a package tour that included animal attractions? Kindly talk about it.
  6. What are the pros and cons of going on package tours?