style="font-size:15px;"> _______________ for us by a textile firm near Milan.
5. This order was sent to us through our website.
_____________ this order through our website.
6. My secretary booked the flight for me.
___________ for me by my secretary.
1.4.14 Exercise 14.
Complete the report by putting the verbs into the present perfect active or passive.
1. Brasil ________ (transform) from an economy based on sugar and coffee into a leading industrial power, and this ______ (happen) over a relatively short time period.
2. Over recent years inflation ________ (bring) under control, and foreign direct investment __________ (encourage).
3. The Government ____________ (privatise) many state-owned companies, and they ____________ (also/invest) a lot of money in advanced infrastructure.
4. In an attempt to decentralize the economy, Campinas was chosen to be Brazil’s IT capital, and car production ______________ (move) away from traditional centres to states such as Rio Grande do Sol in the south.
5. No one pretends that all the old problems _________ (solve), but Brazil is finally taking its place on the world stage.
1.4.15 Exercise 15.
Discuss the factors that make the family business unique
– Family members have a special involvement in a family business.
– Business interests (production and profitability) overlap family interests (care and nurturing) in a family business.
– The advantages of a family business include a strong commitment of family members and focus on people, quality, and long-term goals.
1.4.16 Exercise 16. Explain the cultural context of the family business
– Special patterns of belief and behavior constitute the family business culture.
– The founder often leaves a deep imprint on the culture of a family firm.
1.4.17 Exercise 17.
Outline the complex roles and relationships involved in a family business
– A primary relationship is that between founder and son or daughter.
– Some couples in business together find their relationship with each other strengthened, while others find it weakened.
– Sons, daughters, in-laws, and other relatives may experience collaboration or conflict with other relatives.
1.4.18 Exercise 18.
Identify management practices that enable a family business to function effectively
– Good management practices are very important in a family business.
– Family members should be treated fairly and consistently in accordance with their ability and performance.
– Motivation of nonfamily employees can be enhanced by open communication and fairness.
– Family retreats bring all family members together to discuss business and family matters.
– Family councils provide a formal framework for the family's ongoing discussion of family and business issues.
1.5 Experiential exercises
1 Interview a student who has grown up in a family business about the way he or she may have been trained or educated, both formally and informally, for entry into the business. Prepare a brief report, relating your findings.
2 Interview another student who has grown up in a family business about parental attitudes toward his or her possible entry into the business. Submit a one-page report describing the extent of pressure on the student to enter the family business and the direct or indirect ways in which expectations have been communicated.
3 Identify a family business and prepare a brief report on its history, including its founding, family involvement, and any leadership changes that have occurred.
4 Read and report on a biography or history book pertaining to a family in business or a family business.
1.6 Exploring the Web
With the keyboard search capability of the Internet, browse information appearing under the caption "family business." Prepare a one-page report identifying the kinds of data available, and include references to at least two academic programs having home pages on the Web.
2 Unit 2. Customer Satisfaction – the Key Ingredient
2.1 Classwork
2.1.1 Exercise 1. Remember terms that you’ll come across in the text
competitive edge – конкурентное преимущество;
competitive advantage – конкурентное преимущество;
notch – незначительное изменение курса валют или цены;
customer – покупатель, заказчик, клиент;
consumer – потребитель;
dealer – торговец, дилер, торговый агент;
chief executive – руководитель высокого ранга;
competitor – конкурент;
checkbook – чековая книжка;
overdraft – кредит по текущему счету;
charge – цена, плата; расходы, издержки;
to refund – возвращать, возмещать (деньги, убытки)
Vocabulary Notes:
to split – делить, дробить, разбивать на части;
top-notch – (разг.) превосходный, первоклассный;
survey – обзор;
to reveal – открывать, показывать, обнаруживать;
to summarize – подводить итог;
to dismiss – отделываться от ч. –
