5. Now check how well you understood the main points of the text above. Number the following ideas 1-8, depending on the order in which they appear in the text.

a) In “In Search of Excellence” the authors give many examples of the ways in which organizations try to break down the barriers between management and employees.

b) Subordinates are often reluctant to tell their superiors when things are not going well.

c) In the most successfully managed organizations communications are extremely good because staff meet to discuss things openly and informally.

d) Communication problems sometimes occur when employees misinterpret what their managers tell them.

e) Better communications between managers and employees can be achieved by trying to reduce the social divisions between them within the company.

f) The purpose of the book was to illustrate the good management techniques which are used in top American companies.

g) One of the problems faced by managers is that their staff do not always feel that they are able to come and discuss important matters freely with them.

h) Staff communications are much easier if work places are designed in such a way that people frequently come into contact with each other.

6. Discuss the main points of the text “Communications” in groups.

1. They say that communications in excellent companies are different from those in other companies. How?

2. How do the managers keep in touch with the staff?

3. What are the advantages and disadvantages of having open-plan offices?

4. Why do breakdowns in communications happen?

5. Why are the manager and the subordinate in the table above not communicating properly?

6. Supposing you were Communications Manager in a large organization, what advice would you give managers to avoid communications problems? Note down a few of the suggestions you would make.

1 ......................................................................................................

2 ......................................................................................................

3 ......................................................................................................

4 ......................................................................................................

5 ......................................................................................................

Practically thinking

7. Now, try to put the theory about communications you have read above into practice. Read the following conversation and then try to answer the questions below.

David Johnston, General Manager of Northern Textiles Ltd, visits the Supplies Department to talk to Valerie Harper. Valerie has been working in the department for about a year.

Johnston harper Johnston harper Johnston harper Johnston harper Johnston harper Johnston harper Johnston harper Johnston harper

Hello Valerie. Just dropped by to check that those spare parts have arrived – the ones for the cutting machines. The spare parts? Oh, yes. Look, I’m sorry .. What? Don’t tell me ... Oh no! I’m really sorry. I called Jack Peters at Humber Engineering, but there’s been some sort of go-slow at the factory – some dispute over overtime pay – and they just can’t meet all their orders. Come on, Valerie, you can do better than that. It’s your job to make sure spare parts get here on time. Yes, but surely ... No ‘Yes, but’s. You’re a university graduate, aren’t you? I thought you people knew how to solve problems – anyway, that’s what you told me at your interview. I tried one or two other firms. The trouble is these machines are really old. No one seems to be making spare parts for them any more. Nonsense, try some more firms. And, if you have to, lean hard on Jack Peters. We’re one of his best customers. All right. But to be honest ... That’s more like it. You can go far in this company if you have the right attitude, Valerie. Now, you will have those parts here by Monday, won’t you? Er ... yes, Mr. Johnston. Great. How’s the boyfriend these days? The one I met at the office party. Oh Tom? He’s fine, thanks. Glad to hear it. OK, Valerie, don’t let me keep you from your work. O K, Mr. Johnston, fine.

1. In your opinion, are David Johnston and Valerie Harper communicating effectively?

2. If not, how could they improve communications between them?

Discussion

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