UNIT 3

COMPANY STRUCTURE
SECTION A: FINDING YOUR WAY AROUND THE OFFICE
TASK SHEET 1: Group the following words under the following headings: machinery stationery furniture Can you add other words to the three columns? photocopier window envelope desk filing cabinet

franking machine word processor paper clip swivel chair anglepoise pad TASK SHEET 2:

carbon paper telex appointments diary parcel scales calculator note

folder

Choose the most suitable word or phrase and fill in the blanks: 1. The needs changing on your typewriter; otherwise we wont be able to read a word. a) letter b) key c) oil d) ribbon 2. Write in pencil and out any mistakes. a) rub b) clean c) scratch d) wipe 3. The paper was so thin that the of the pencil went right through it. a) edge b) end c) point d) top 4. With a word you can produce a document much faster than with a typewriter. a) computer b) processor c) copier d) printer 5. She up the sheet of paper and dropped into the waste paper basket. a) bent b) crumpled c) broke d) curled 6. Paper clips, drawing pins and safety-pins were . all over her desk. a) scattered b) sprayed c) separated d) dispersed 7. I need a to fasten the sheets of paper in this file. a) stapler b) ribbon c) tie d) bolt 8. Ted is in charge of the cupboard in the office. a) stationary b) pen c) pencil d) stationery 9. Alice hurriedly the message on a scrap of paper. a) wrote up b) scribbled away c) dashed off d) jotted down 10. The word processor of a keyboard, a monitor and a printer. a) composes b) consists c) comprises d) constitutes

TASK SHEET 3: Match the descriptions a) to j) with the explanations 1) to 10):

a) Amanda was headhunted by a multinational company. b) Samantha is at the end of her tether. c) Monicas assistant was given the sack. d) Jennifer really has her nose to the grindstone. e) Sonia was given a golden handshake. f) Claire took on a new secretary. g) Alison is on the go all day. h) Brenda was overlooked. i) Christine has made good. j) Ellens boss keeps her on her toes. 1) She is always busy. 2) She doesnt have the chance to become complacent. 3) Shes working hard. 4) She didnt get promoted. 5) She was offered a better job. 6) She has become successful. 7) She was dismissed. 8) She received a cash bonus on leaving her job. 9) She has run out of patience. 10) She gave someone a job.

TASK SHEET 4: Put each of the following words and phrases into its correct place in the passage below: call hang up come through ring answer receiver directory tone operator message mouthpiece save number replaced identify reach telephone caller

TELEPHONE ETIQUETTE 1. Know the right number before making a . When in doubt, consult a , your personal number list, or the information . 2. Allow time to . Give the person you are calling enough time to his telephone. A little patience may you a second call. 3. Speak distinctly and in a normal of voice. Your lips should be about an inch away from the . 4. Answer promptly. Try to answer your telephone on the first . Otherwise the may hang up and you might miss an important message. 5. yourself when you answer the . Do not merely say Hello. Give your name, your telephone , or the name of your firm. 6. Take messages for people who are not there. Write down the name and telephone number of the person calling. Place the where it can be seen. 7. gently. Slamming the down is discourteous. Be sure the receiver is always properly. Otherwise no calls can to you.

Here is a simplified representation of a telephone conversation. Follow the orientation on the arrows and you will get out of the labyrinth. TELEPHONIST
Good morning/afternoon. This is (name of company). Can I help you? Could/ Can I speak to (name of person), please? Could/ Can/ Would you put me through to (name of person), please?

CALLER

Whos calling please? May I have your name? This is (name) speaking. My names (name). Im (name). Your call is connected.

Hold the line, please. One moment, please. There is no answer.

Im afraid: - the line is engaged. - s/hes not in. - s/hes not here at the moment. - theres no reply. Can I take a message? Can I get him/her call you back?

Could I leave a message? Would you ask him/her to call me back? Ill try later again.

Ill get him/her to call you back. Ill pass the message on.

Say goodbye.

Say goodbye.

SECTION B: DESCRIBING THE COMPANY STRUCTURE

TASK SHEET 1: Read the text below, about different ways of organizing companies and then label the diagrams, according to which of these they illustrate; the underlined words may prove useful in your final decision. line structure functional structure matrix structure staff structure

A B

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COMPANY STRUCTURE
Most organizations have a hierarchical or pyramidal structure, with one person or a group of people at the top, and an increasing number of people below them at each successive level. There is a clear line or chain of command running down the pyramid. All the people in the organization know what decisions they are able to make, who their superior (or boss) is (to whom they report), and who their immediate subordinates are (to whom they can give instructions). Some people in an organization have colleagues who help them: for example, there might be an Assistant to the Marketing Manager. This is known as a staff position: its holder has no line authority, and is not integrated into the chain of command, unlike, for example, the Assistant Marketing Manager, who is number two in the marketing department. Yet the activities of most companies are too complicated to be organized in a single hierarchy. Shortly before the first world war, the French industrialist Henry Fayol organized his coal-mining business according to the functions that it had to carry out. He is generally credited with inventing functional organization. Today, most large manufacturing organizations have a functional structure, including (among others) production, finance, marketing, sales and personnel or staff departments. This means, for example, that the production and marketing departments cannot take financial decisions without consulting the finance department.

Functional organization is efficient, but there are two standard criticisms. Firstly, people are usually more concerned with the success of their department than that of the company, so there are permanent battles between, for example, finance and marketing, or marketing and production, which have incompatible goals. Secondly, separating functions is unlikely to encourage innovation. Yet, for a large organization manufacturing a range of products, having a single production department is generally inefficient. Consequently, most large companies are decentralized, following the model of Alfred Sloan, who divided General Motors into separate operating divisions in 1920. Each division had its own engineering, production and sales departments, made a different category of car (but with some overlap, to encourage internal competition) and was expected to make a profit. Businesses that cannot be divided into autonomous divisions with their own markets can simulate decentralization, setting up divisions that deal with each other using internally determined transfer prices. Many banks, for example, have established commercial, corporate, private banking, international and investment divisions. An inherent problem of hierarchies is that people at lower levels are unable to make important decisions, but have to pass on responsibility to their boss. One solution to this is matrix management, in which people report to more than one superior. For example, a product manager with an idea might be able to deal directly with managers responsible for a certain market segment and for a geographical region, as well as the managers responsible for the traditional functions of finance, sales and production. This is one way of keeping authority at lower levels, but it is not necessarily a very efficient one. Thomas Peters and Robert Waterman, in their well-known book In Search of Excellence, insist on the necessity of pushing authority and autonomy down the line, but they argue that one element probably the product must have priority; four-dimensional matrices are far too complex. A further possibility is to have wholly autonomous, temporary groups or teams that are responsible for an entire project, and are split up as soon as it is successfully completed. Teams are often not very good for decision-making, and they run the risk of relational problems, unless they are small and have a lot of self-discipline. In fact they still require a definite leader, on whom their success probably depends. SUMMARY:

Most business organizations have a hierarchy consisting of several levels and a clear line of command. There may also be staff positions that are not integrated into the hierarchy. The organization might also be divided into functional departments, such as production, finance, marketing, sales and personnel. Larger organizations are often further divided into autonomous divisions, each with its own functional sections. More recent organizational systems include matrix management and teams, both of which combine people from different functions and keep decision-making at lower levels.

TASK SHEET 2: Match up the words on the left with the definitions on the right: 1. autonomous 2. decentralization 3. function 4. hierarchy 5. line authority 6. report to 7. subordinates A. a system of authority with different levels, one above the other B. a specific activity in a company, e.g. production, marketing, finance C. independent, able to take decisions without consulting a higher authority D. people working under someone else in a hierarchy E. dividing an organization into decision-making units that are not centrally controlled F. the power to give instructions to people at the level below in the chain of command G. to be responsible to someone and to take instructions from him or her

TASK SHEET 3: The text mentions the often incompatible goals of the finance, marketing and production (or operations) departments. Classify the following strategies according to which departments would probably favour them. 1. a factory working at full capacity 2. a large advertising budget 3. a large sales force earning high commission 4. a standard product without optional features 5. a strong cash balance 6. a strong market share for new products 7. generous credit facilities for customers 8. high profit margins 9. large inventories to make sure that products are available 10. low research and development spending 11. machines that give the possibility of making various different products 12. self-financing (using retained earnings rather than borrowing)

TASK SHEET 4: This is an example of part of a company organization chart:

Board of Directors with a Chairman (GB) or President (US)

Managing Director (GB) or Chief Executive Officer (US)

Production

duction

Marketing

Finance

Research & Development

Personnel

Market Research

Sales

Advertising & Promotions

Financial Management

Accounting

Northern Region

Southern Region

The most common verbs for describing structure are: consists of is composed of contains is made up of includes is divided into

e.g. The company consists of five main departments.

The marketing department is made up of three units. The sales department is divided into two sections.

Other verbs frequently used to describe company organization include: to be in charge of to be responsible for to support or to be supported by to assist or to be assisted by to be accountable to e.g. The marketing department is in charge of the sales force.
The marketing department is responsible for advertising, sales promotions and market research. The five department heads are accountable to the Managing Director.

Using the above mentioned structures, comment upon the company organization chart, trying to figure out, at the same time, the domain of interest and activities of each department and the nexus of relationships existing among them. TASK SHEET 5: Choose among the three options given for each and every sentence the most appropriate one. After you have decided on the correct answer, make up definitions using the same structure as in the following example: e.g.: A retailer is a person who/that sells goods to ultimate consumers, usually in small quantities.
1) The employees responsible for carrying out general office duties, filling in forms and keeping statistics are: a) clerks b) accountants c) supervisors 2) The employees who sell a company's products are the sales representatives, usually known as: a) vendors b) renters c) reps 3) The employees who decide what to purchase, and who make the purchases of finished goods or components to be made into goods, are the: a) choosers b) procurers c) buyers 4) The employees who are responsible for seeing that the finished goods are well made are the: a) packers b) quality controllers c) financial staff 5) The clerical workers who use typewriters or word processors and who produce letters, memos or other documents, are: a) secretaries b) editors c) copywriters 6) The employees who check a company's financial affairs are the: a) statisticians b) accountants c) counters 7) The employees who are responsible for preparing checks, pay packets and pay lips are the: a) wages clerks b) filing clerks c) paying clerks 8) The workers who process data, under the control of managers and supervisors, are the computer: a) hackers b) operators c) screeners 9) The person who gets a visitor and tells him or her how to get to the right office is the: a) manager b) president c) receptionist 10) The employees who deal with the company's telephone calls are the: a) VDU operators b) telex operators c) switch operators

TASK SHEET 6: Give your own definitions of the following positions in a company; then check your own answers with a dictionary: a) a wholesaler b) a secretary c) a chairperson d) an auditor e) a managing director f) a shareholder g) a Yuppie h) Human Resources Manager

SECTION C: LETTERS: MEMORANDA (MEMOS)

A MEMORANDUM TUTORIAL
a memo is an internal company document; its purpose: to inform or remind the recipient of some company activity or decision that need to be brought to their attention; it is not necessary to write the address of the sender or recipient, as they are in the same company, although you may find a company heading on a memo form; there is no official salutation (Dear Mr./Mrs) the senders name and position may be written either at the top or at the end; there is a heading at the top with all the essential information labeled clearly, with a different lay-out from that of a letter; the date should be specified, as the recipient needs to know how recent the information is in case it requires action; at the same time, it will probably have to be filed, which makes the date more relevant; a memo, basically, contains three parts: 1. introducing the notion at stake 2. states the exact actions it demands 3. notifies the staff of their responsibilities there is no ending (Yours faithfully/sincerely) as long as the salutation is missing too. To: From: Subject: Date: All Staff Kyle Ronson, Office Manager New Security System 25 May 2001 MEMORANDUM

A new security system has been established for the safety of the employees and of all office equipment due to the recent increase in robberies from companies in the area. The new security guards are now employed by the company and will take it in shifts (8am-2pm, 2pm-8pm) to guard the front door. They will be introduced to all the employees when they start work next Monday. The guards will have the following duties: to examine any large bags brought in or taken out by visitors to question the purpose of anyone they think looks suspicious entering the building and check by phone with the employee being visited to lock the building once all the employees have left, i.e. at 8pm and set the burglar alarm to take responsibility to evacuate the building in the event of the fire alarm being sounded We hope you will enable them to do their work as efficiently as possible by respecting the closing time of the office and by informing them of any visitors or deliveries you are expecting after 5.30pm. Should you have any complaint about the way they do their work, then please report it to me directly.

TASK SHEET 1:

Now try to write a memo yourselves, filling in the following format: INTER

MEMO

OFFICE To: . Financial Manager From : Subject: Date:

TASK SHEET 2: Read the following memos and decide on their subject: TO: Members of the Research Department ASSISTANT DIRECTOR APPOINTMENT It is a pleasure to announce the appointment of George Black as assistant director in our Research Department. He will fill the position left open by Jane Clark, who recently moved to Atlanta. George, who has worked in market research for more than a decade, is familiar with all stages of activity in our department, having once handled each major function from questionnaire development to product testing. His solid background and full understanding of our varied needs and problems make him exceptionally well qualified to handle the challenges that characterize his position. I know that George will welcome your full cooperation and consideration as he assumes his new duties. We all wish him much success.

TO: All Department Heads APRIL MEETING The next meeting of department heads will be on Wednesday, April 11, from 10 a.m. until 3 p.m. in the Conference Room. Lunch will be provided in the Executive Dining Room. An agenda will be mailed on March 28. Please send any items to be included to my secretary by March 25. I would appreciate hearing from you right away if you are unable to attend. Thank you very much.

GRAMMAR SECTION:

RELATIVE CLAUSES

There are two kinds of relative clause in English: - Defining (or identifying) relative clauses tell us which person or thing the speaker is talking about: The people who live next door have bought a dog. Wheres the book that I lent you? - Non-defining (or non-identifying) relative clauses just give us more information about the person or thing: Mrs. Smith, who lives next door, has bought a dog. Im reading The Idiot, which is a novel by Dostoyevsky.

DEFINING RELATINE CLAUSES: PRONOUNS PERSON who/that (who/that) whose THING which/that (which/that) where

Subject Object Possessive Place

If the relative pronoun is the object of the relative clause, it can be left out: - Shes the person you met on Saturday. ( = who/that you met) - Wheres the book I lent you? ( - which/that I lent you) In more formal English, we use whom as an object pronoun to refer to people: - He is the man whom I admire greatly. If the relative clause contains a preposition, it can be left hanging at the end of the clause: - Are you the person I spoke to yesterday? - This is the chair I usually sit in. In more formal English, the preposition comes before the relative pronoun: - Are you the person to whom I spoke yesterday? - The village in which I grew up no longer exists.

NON-DEFINING RELATIVE CLAUSES Non-defining relative clauses are used to give additional information. Compare: - My best friend Anna has just moved to Clichy. - My best friend Anna, who I went to school with, has just moved to Clichy, which is a town just near Paris. They are always separated from the main part of the sentence by commas. In non-defining relative clauses we can use who, which, whose or where, but not that. It is not possible to leave out the pronoun: - My grandmother, who is 80 next month, has just gone into hospital. - My oldest possession is my camera, which I was given at my tenth birthday. (not: that I was given) - In 1993, Steven Spielberg made Schindlers List, for which he received an Oscar. - The shop at the end of the street, where I usually buy my bread, has closed down. In more formal English, we can use whom as an object pronoun or after prepositions: - Professor Johnson, whom you may already know, will talk to us about butterflies. - Her brother, to whom she dedicated her first novel, is still alive.

CLEFT SENTENCES We use cleft sentences to give emphasis to a particular part of the sentence. Compare: The Americans landed on the Moon, not the Russians. It was the Americans who landed on the Moon, not the Russians, or: It wasnt the Russians that landed on the Moon. It was the Americans. I admire Peters honesty. The thing I admire most about Peter is his honesty. Cleft sentences with It: who spoke to you, (who you met) that spoke to you. (that) you met. not Alex. It was John.

It was John It wasnt Alex

Cleft sentences with What or The thing (that): What I really enjoy is eating outside. The thing What I hate about Mondays is getting up early. The thing

EXERCISE 1: Add relative clauses defining the words in italics, using contact clauses where appropriate. e.g.: Hes the sort of person. Hes the sort of person that must always be doing something new. There was nothing. There was nothing I could do to help. (Contact clause) 1. Any man should be sent to prison. 2. Laws should be repealed. 3. The yacht arrived first. 4. the house has been demolished. 5. Would you like to see the photographs? 6. He will do anything. 7. Hes the most intelligent man. 8. The man was her uncle. 9. Thats the third telephone call. 10. He enjoys talking to anyone. 11. I always feel confidence in someone. 12. Nothing is ever a success. EXERCISE 2: Add non-defining clauses relating to the words in italics, using which, who or whom. Insert the appropriate punctuation. e.g.: The Foreign Minister held a short press conference at the airport. The Foreign Minister, who was besieged by reporters when his plane landed, held a short press conference at the airport. 1. His latest book is about his adventures in Africa. 2. The Royal Shakespeare Company is world famous. 3. British Leylands latest sports car should boost British exports. 4. His father has offered him a partnership. 5. The new highway code should make for grater safety for all road-users. 6. The missing womans bicycle has been found in the river. 7. The Company didnt reply to his letter of application. 8. The Boat Race takes place annually from Putney to Mortlake on the Thames. 9. last nights meeting broke up in disorder. 10. Spring flowers are a delight to the eye.

EXERCISE 3: Complete the following sentences with who, which, that, of which, whose, of whose, if necessary. Make sure you include commas where suitable. 1. One reason for using TV advertising _____________ is very expensive is to reach the customers ______________ dont read magazines. 2. Our model is the only one __________ can do word processing, stocktaking and mailing ______ is a great help to the secretary _______ time can now be spent more efficiently. 3. This is the agency agreement _________ I brought back from Osaka. 4. Their profits this year have risen to $20.000.000 ________ is an increase on last years results _________ were much lower because of the modernization programme _______ they were carrying out. 5. The job _________ is based in central London but _______ requires some traveling would be suitable for a young woman _________ has experience in this field and ______ is between 25 and 35 years old. 6. Could I speak to someone __________ could give me some information on your after sales service as Ive got a brand new washing machine _________ has broken down ______ is very annoying. 7. The letter _______ the main point is a complaint about goods ________ were delivered late also mentions that the consignment arrived in a damaged condition _____________ I find particularly surprising. 8. Each time a consignment __________ is covered by an open policy is despatched a declaration form is filled in ____________ informs the insurers on the value of the goods; an amount ______________ includes freight charges is then deducted from the amount of cover __________ is provided by the policy.

EXERCISE 4: Join the sentences by changing the second sentence of each pair into a defining or non-defining relative clause. The structure of your relative clause should reflect the structure of the original sentence. e.g.: The headmaster spoke to the boys. Their work was below standard. The head master spoke to the boys whose work was below standard. (Defining) We came within sight of Everest. Its summit has attracted so many climbers. We came within sight of Everest, whose summit has attracted so many climbers. (Non-defining) We came within sight of Everest. The summit of Everest has attracted so many climbers. We came within sight of Everest, the summit of which has attracted so many climbers. (Non-defining) 1. Bertrand Russel died in 1970. his philosophical writings made a profound impact on philosophers all over the world. 2. The US President is unlikely to seek a second term of office. His administration has been under constant fire during the last eighteen months. 3. Very few people understood his lecture. The subject of his lecture was very obscure. 4. The car driver was sent to prison for six months. The entire blame for the accident rested on his shoulders. 5. Lord Nelson was famous for his naval exploits. A column was erected in his memory in Trafalgar Square in London. 6. I have pleasure in introducing to you the man. Without his generosity your society would cease to exist. 7. Sir Mr. Jack Smith should check his facts more carefully. His letter was published in our columns yesterday. 8. The fire started on the first floor of the hospital. Many of its patients are elderly and infirm. 9. The latest model of this car gives much more passenger room. Its exterior dimensions remain unchanged. 10. We would not advise buying shares in this Company. Its results last year were worst even than forecast and its long-term recovery must remain a matter of doubt. 11. I interviewed several of the men. Their contracts had been terminated by the company at short notice. 12. Many back-benchers are finding it difficult to support the Government. They have considerable misgivings over some of the Governments policies.

EXERCISE 5:

Rewrite the sentences so as to emphasize the words in italics using It is or It was: 1. We need quality, not quantity. 2. The Government now needs a new sense of purpose. 3. An inquest revealed that poisonous mushrooms had caused his death. 4. I didnt realize the value of education until after I left school. 5. You learn a foreign language only by constant practice. 6. Two persistent journalists uncovered the scandal. 7. He takes after his mother rather than his father. 8. Cheap rented accommodation is now desperately needed in London and other large cities. 9. Cheap rented accommodation is now desperately needed in London and other large cities. 10. The trouble started when the police arrived. 11. He doesnt pass his exams because he doesnt work hard enough. 12. I telephoned you in order to warn you about what was happening.

EXERCISE 6: Decide whether it is possible to leave out the word or words underlined in each sentence: 1. It was the first car that I ever drove. 2. He was the first man who landed on the Moon. 3. She was the first woman who was elected to parliament. 4. Harry isnt the kind of person who gets on with everybody. 5. In the whole book there was only one chapter which interested me. 6. There is only one Greek island which I havent visited. 7. Its the long winters here that really depress most people. 8. Do you like the person who sits next to you in class? 9. The letter that arrived this morning contained ban news Im afraid. 10. There is no one whom I would prefer to you as a co-driver.

BASIC VOCABULARY:

a board of directors = consiliu de administratie a chairman/ a president = presedinte a chief executive = presedinte (delegat) a deputy chairman = vicepresedinte a high flier = persoana cu ambitii foarte inalte a managing director = director general a subsidiary = sucursala a watchdog = organism de supraveghere a Yuppie = tanar functionar ambitios agency agreement = contract de reprezentare agenda = ordine de zi an executive = director, administrator, un cadru cu functie inalta an offshoot = sucursala annual general meeting = adunare generala anuala annual report = raport anual articles (of association) = statutul societatii articles of incorporation (memorandum of association) = statutul unei societati auditors = revizori contabili balance sheet = bilant company secretary = secretar general debenture = obligatiune financial year = exercitiu financiar holding company = societate-mama limited partnership = societate in comandita merger = fuziune minutes = proces verbal one-man business = intreprindere individuala partnership = societate de persoane plc = societate pe actiuni (S.A.) public company = societate anonima registered (head) office = sediul social relief agency = organizatie caritabila retailer = detailist share capital = capital social shareholders = actionari shares = actiuni sleeping partners = comanditari sole agent = concesionar, agent exclusiv stock exchange = bursa de valori takeover = preluare to file ones account (with the Company Register) = a depune la Registrul Comertului documentele de constituire to hold a position = a detine si exercita o pozitie to incorporate = a se constitui in societate to issue = a emite actiuni wholesaler = engrosist