Unit 7, exercise 23a You represent the Hailey Arts Club. You’re going to have a party at the Torrington Hotel to launch your summer exhibition. Two months ago, you asked the hotel to arrange a party for 100 people. You agreed a price and signed an agreement. There are only four days to go until the party, but unfortunately you’ve sold just 50 tickets. You now want a smaller party – and a lower price! You’re going to meet the manager of the hotel to try and renegotiate your agreement. Key facts: ■■ the price you originally agreed with the hotel was $6,000 ■■ you’ve sold 50 tickets for $70 each (= $3,500) ■■ you asked the hotel to provide food and drink for 100 people ■■ you also asked the hotel to hire a band and provide souvenirs with the Arts Club logo for all the guests ■■ the hotel has already made some arrangements and spent some money – but you don’t know how much ■■ legally, the hotel can insist that you pay the full price … ■■ … but you’re a regular customer of the hotel and have always had good relations in the past Prepare for the negotiation. Think about these questions. 1 What’s the highest price you can accept? How much money are you prepared to lose? 2 What price will you ask for? What arguments will you use? 3 Can you offer the hotel something instead of money? Decide which expressions from 22a you could use. Group A Unit 11, exercise 35 You work as front office clerk at a hotel. One of your customers has registered a complaint and asked for an apology by the directors. You know that this is a regular customer who always complains about something or other, and you have a different perspective on the whole incident. You are called in by the HR manager for a talk. Think about the exact nature of the customer’s complaint, how to present your version and what kind of action you would suggest. Student B Unit 7, exercise 20b Dealing with conflict – analysis Add up your score for each pair of statements as shown in the table. The highest score indicates your main style of conflict management. Statements Total Style 1; 5 Collaboration: Both sides get what they want. Pros: Creates trust and positive relationships. Cons: Time consuming, energy consuming, not always possible. 2; 6 Competition: Your aim is to win. Pros: Goal-oriented, can be quick. Cons: May create anger, destroy relationships. 3; 7 Avoidance: You avoid confrontation. Pros: Does not increase conflict; delays difficulties. Cons: Unresolved problems. 4; 8 Compromise: Both sides get something of what they want. Pros: Useful in complex issues without simple solutions. Cons: No one is ever completely satisfied. 213 A Activities Nur zu Prüfzwecken – Eig ntum des Verlags öbv
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