Exam tip

Training yourself to work against the clock will help you with your timing during the exam.

1. Answer the following questions about the passage below within two minutes. Use words from the passage for your answers. Note that these questions follow the order of the information in the text and have no word limit (just for this exercise).

i. Name a complaint that is often made about managers in the United Kingdom.
relatively few speak a second language fluently

ii. What is the ca use of the loss of international business?
communication problems

iii. What is a requirement for managers to do a good job?
effective written skills

iv. Which groups of people outside their company do managers have to communicate with?
customers, suppliers, trade union officials, government officials, the local community

One criticism of UK managers is that relatively few speak a second language fluently. This can cause obvious problems for businesses that trade in a global market. Research suggests that UK companies lose around 13 percent of the international deals they try to complete due to 'communication problems'. Managers also need effective written skills if they are to carry out their jobs effectively. The ability to quickly summarize key points in the form of a report for others in the business is of real value. So is the skill of reading a report written by someone else and being able to draw out the important elements .

As well as their own staff, managers have to work with other people too. They interact with customers, more senior managers, suppliers, trade union officials, government officials and the local community. Managers need to be comfortable in the company of diverse groups, and they need to able to communicate formally when required and to engage in informal small talk.

2. Complete summaries A and B with words from the corresponding passages below. Use NO MORE THAN ONE WORD for each answer.

Summary B
Working with other people is not always easy, but it is (6) for the role of managers that they have interpersonal skills that are (7) .Their (8) may need encouragement and help with (9) and solving problems between colleagues.

Passage B
Communication skills should not be taken for granted. Many managers require training in written and oral communication skills and many businesses would benefit from employing managers who speak at least one other language. Interpersonal skills are also necessary if a manager is to work successfully with other people. If managers lack interpersonal skills, then they are likely to be of limited effectiveness in their role. Managers with effective interpersonal skills can motivate others and can co-ordinate the work of their employees. To do this, managers may need to coach and encourage employees as well as solving disputes and, perhaps more importantly, preventing conflict.

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