1. Describe a quality control process using the notes below. Write at least 100 words.

• quality standards and procedures

• checking

• calibration

• reporting

2. Write about the following topic: Delivering high quality services against a background of rising expectations remains a challenge. Do you agree or disagree? Why? Give reasons for your opinion and include any relevant examples. Write at least 250 words.

Culture

Business Etiquette Tips for International Business²³

Read the text and discuss the following questions:

1. Compare business etiquette described in the article to the Russian one.

2. What else do you know about business cultures of the countries described?

3. Isn’t it unusual for people of such different business cultures to be able to work together? What is your opinion?

Brazil

• Though meetings often run late, never leave early. It is considered rude to exit before the gathering ends.

• Be aware of big, popular celebrations, such as Carnival, during which almost everything shuts down. Brazilians are social and passionate about these events, and prioritize them over doing business.

• Brazilians stand very close and use physical contact during conversations. In Brazil, closeness inspires trust, and trust inspires long-term relationships.

Canada

• Be on time. Canadians tend to be extremely punctual and meetings are well organized and adhere to time schedules.

• There are fewer class extremes within Canada. Most Canadians fall into the country’s large middle class.

• Though the government funds more social programs than the U.S., such as healthcare, both business and government rely on a financially conservative approach.

China

• Give yourself a Chinese name if you are an expat conducting long-term business. It’s considered a sign of respect and commitment.

• Bring a small gift from your hometown or country to business meetings. Chinese businesspeople appreciate presents. One gift to avoid: clocks as they represent death. Also, do not use white, black or blue wrapping paper.

• The Chinese will decline a gift three times before finally accepting, so as not to appear greedy. You will have to continue to insist. Once the gift is accepted, express gratitude. You will be expected to go through the same routine if you are offered a gift.

• Business meetings are very formal events and dinner meetings can feature many rounds of toasts; be sure to pace yourself so you do not overindulge.

Germany

• A no-nonsense culture, Germans are hardworking and business events are very structured, serious engagements.

• Germans are passionate about vehicles. In many cases, compensation packages will include a car, and the type of car is almost as important as how much one makes.

India

• Do not be surprised if other guests arrive a few minutes late to business events, unless it is an official function. However, do not risk arriving late yourself; you will not insult anyone by showing up on time.

• Indians are very polite. Avoid use of the word “no” during business discussions; it has considered rude. Opt for terms such as “we’ll see,” “I will try,” or “possibly.”

• Do not order beef if attending a business meal in India. Cows are considered sacred in Indian culture.

• Traditional Indian food is eaten with the hands. When it is necessary to use your hands, use only your right hand, as the left hand is considered unclean.

• Drinking alcohol is prohibited among Muslims, Sikhs and other Indian communities.

Japan

• Japanese culture is very welcoming and formal. Expect each of your counterparts to bow during an introduction. Wait for them to initiate a handshake because it is less common, and sometimes avoided, in business.

• The exchange of business cards is a very formal act that kicks off meetings. Present your card with two hands while facing your colleague. Do not conduct a brief exchange or slide your card across the table.

• During meetings, the most senior person will lead discussions and members of his or her party may not say a word. Follow this lead and have the most senior member of your team participate in discussions.

• When entering a meeting, you should sit across from your counterpart with a similar level of experience. Your junior staffers should not sit across from senior team members.