Dear Mr McCarthy,
 
 Thanks for your invitation. It's honored for me to give a talk on this topic.
 
 Next I will express my opinions briefly.
 Firstly, we must realize it is a normal problem that appears when different companies are merged. It's crucial that taking appropriate measures timely. 
 
 Secondly, how should we deal with it? 
 The first point is because of different corporate cultures, conflicts come into being. Analyzing the merits and demerits of both cultures. Finding the common and difference, and deciding the new corporate culture and image which have specific characteristics. 
 
 The second point is about the internal human resource management. Making the adjustment so that everyone can adapt to the new working environment. 
 
 Then, the last point is to have the conpect of people oriented and innovation. For a company, only unceasing enhancement can lead to a better future. 
 
 Also please tell me the venue and how long the talk needs to be. I'm waiting for your reply. 
 
 Regards,
 
 Andrew McCarthy 

I am glad to hear from you. Thanks for your sincere invitation. It’s an honor for me to accept it.

Because I had been busy these days, I need consider it more clearly. Now I want to know some details about this event. The first question I want to ask is that where is the venue. I need to confirm the site so that I can arrange my time and job these days. Next I need to know how long the talk needs to be. It’s an important point for me because I need to prepare speech draft. Then I want to know how many people there will be. If you can reply me about all questions and give me a definite answer, it will be grateful.

I have found the attached proposal form. I will send you a proposal for my talk as soon as possible.  

 

With the warmest regards,

Mr. Grau

Branch Director of the Saving Bank 

 

Thank you for your invitation to your one-day event early next month on the subject of Merging companies: merging cultures. I will definitely attend this event. I really appreciate this opportunity.

 

Besides, I want to know more details about this event:

1.      What’s the specific date of the event?

2.      Where is the venue? 

3.      How long the talk needs to be?

4.      Is there any important information that I should mention in my speech?

Please inform me of these details when it’s convenient to you.

 

I will send you a proposal for my talk ASAP. 

For any questions, please don't hesitate to contact me. I am looking forward to your reply. 

 

Sincerely,

Jaume Grau 

Branch Director 

Edinburgh Savings Bank of Girona   

I am so glad that you can invite me to attend the event and give a talk. I will prepare for it adequately.

 

Also, I want to ask where is the venue and how long the talk needs to be. What’s more, can you give me some more details about the topic and the guests attended. That will be more convenient for me to learn about them and have a good preparation. Thanks for that!

 

Of course, I’ll send you the proposal as soon as possible.

 

Best regards,

Jaume Grau

Branch director,

Savings Bank of Girona

Girona, Edinburgh, England

 

March 14, 2016

 

Events Manager Andrew McCarthy

Edinburgh Chamber of Commerce

 

Dear Mr McCarthy, 

 

With reference to your letter of 18 October, I would like to thank you for the invitation. I am really interested in the subject concerning the merging companies and the intercultural issues. It’s my pleasure to attend the event and give a talk to the business community. 

 

I will try my best to prepare for it. I receive the attachments. Could you please confirm more conference details? I would be sincerely grateful if you could confirm the venue and how long the talk needs to be. Finally, I will send you a proposal for my talk later. 

 

Thank you again. 

 

Best regards,

Jaume Grau  

With reference to your letter of 18 October, I really appreciate that you invite me to attend the conference of ‘Merging companies, merging cultures’ next month.

You have my words that I will be there on time and I will give a talk, but I’m not sure about the details of the conference, for example: the venue, how long the talk needs to be and how many people will attend the talk, so I can prepare ahead of the meeting. I hope you don’t mind sending me the details back.

As for the proposal for my talk, I have already got the outline of the speech but I just need time to organize it to make sure I give a plenary talk. If that won’t cause you any trouble I will send my speech draft in two days. Hope you understand.

I look forward to hearing from you.

 

Best regards,

Jaume Grau

Branch Director

   Girona

 

Thank you for your invitation about giving a speech about “Merging companies: merging cultures” in the conference for intercultural communication. I’d like to give a talk about this topic, it’s a great pleasure for me.

 

But, I’d be grateful if you give me more details about the conference. Such as the conference’s venue, and how long the speech needs to be. So I can prepare it in advance. And it would be perfect if you send me an email about your company’s brief history, for I want to know more about the company’s culture, backgrounds and so on.

 

I will send you a proposal for my speech as soon as possible. I wish that we could have a pleasant cooperation.

 

With the warmest regards,

Jaume Grau

Branch Director

Savings Bank of Girona  

 

I’m very happy to hear from you and thank you very much for you invitation. It will be a great pleasure foe me to give you a speech on the subject of ‘merging companies: merging cultures’.

Actually, I do have my own views regarding cultural differences and also get some personal experience and useful suggestion about how to solve this kind of tough problem.

 

Nowadays, we all put our focus on the intercultural issues, and I’m really willing to share what I have known with you.

Please tell me some more details, like the venue and time-arrangement, so that would make it clearer. I have just checked my schedule, and I think Nov.16 is the most suitable day for me and I wonder if that day is also available for you.

 

I will send you a speaker’s proposal in three day later. Thank you for your patience.

 

Best wishes,

Jaume Grau

Branch manager

The Savings Bank of Girona

To solve some problems in our sales team and develop a strong team, our company is running a training program for seven days.

 

●  Priorities in this training are updating staff’s sales skills, improve their customer awareness, clear their duties and built inter-team relationship.

●  Seven days short intensive course will be done by internal team, because the fee of training can be cut down and internal staff knows more about the company.

●  We choose to use a new data-collection system because current system is out of date

●  We have a limited training budget, so we decide to choose ten outstanding salesmen to attend the customer awareness training, after they study the course they can deliver knowledge to the rest staff.

●  We can divide our whole sale team to several groups; let them do market researches together to build partnership, or hold a glee feast to let them know each other better.

 

1. Staff will meet each other at the mobilization meeting. Our leader of sale team will give a short speech, which is mainly about the history and future of our sales team. Then, all salesmen are divided into several groups.

 

2. All salesmen will take theory courses about their work, just like how to introduce and promote products, deal with different style customers.

 

3. On the third parts of the training, manager will assign tasks for each group. Group members do a market research as the final paper of the training.

 

4. Effective supervision and evaluation system is set up. Every day there is a checklist for employees to review. Manager will also give the evaluation of each group by using the evaluation chart.

 

5. Finally, staff will attend a glee feast and give their speeches.

Purpose:

Improve the sales skill of the employee and create more benefits for the company.

 

Prep section:

Before the training, there will be an inspiring speech, making a list about the tangible benefits that each trainee will gain by completing the training.

Data: to address the specific desired outcomes rather than the overall goals of the training.

Note: “once these employees are trained will have X number more hours of production and sales volume each week, which should increase our overall profits by X%.” Data makes the goal more convincing and the staff more inspiring.

 

During the training:

Time: 3—4 weeks

(1) Presentation from the experienced sales manager

In this session, we will have the best salesman in the company share their success secret, golden rules and insights about sales.  The trainees could easily relate to someone from their own company.

(2) Question and answer section

In this section, the trainee will ask question about their common problems or personal puzzle. This will keep the trainees focused and engaged.

(3) A role-play based on real life sales situation

This section will fully engage the trainee in the activity.  Puzzles, problem-solving exercises are ways to transform the theory to real experience and wisdom.

(4) Specific training

Group the trainee by training type. We will find out the salesman with common problem and teach them separately and specifically.

 

Alternative plan:

Not every group of trainee will respond the same to a training method.  We will have alternative plan that will prepare the teacher to teach the material in different way.

(1) Some groups may be less talkative than others, instead of a large group question and answer section have the trainee work in pairs.

(2) In the delivery of the material, the trainer will be likely to use specific examples to illustrate his points.  If the trainees do not seem to comprehend the material, make sure that there are alternative examples included in the training plan.

2 、The people of being         Trained
 All the sales team

3、The purpose of training  

4、Training content

5、The way of training  Lecture in classroom,video views, experience discussions, book readings, and so on. 

6、 The time of training
 Every afternoon
 

7、 What should be considered

       



          The part of answers 

Backgrounds: Since SmileCo suffered some serious problems, a training programme has been drawn up to improve the situation.

Purpose: Improve the unity of the sales team and sales skills.

Time: Two weeks.

Plan: 1. Organize a training course for the new IPAQ system for all the team members.

2. Invite experts to give lecture to the regional managers about management and training staff skills.

3. Hold sales competition with prizes to develop sales skills.

4. Prepare some useful case-study for staff to rich their experience and improve their skills for solving problems.

5. Set up a training course for information gathering in Marketing Department in order to keep the information updating in company.

6. Arrange some group works for the staff to improve the unity between them.

 

 

 

 

1、         Our programme is specific for each problem.

2、         We prefer an internal team, because they know better about what our company needs.

3、         It is better to choose short intensive course. We can gain processes in a short time and it will be more effective.

4、         We will implement a new date-collection system.

5、         Make a staff performance evaluation and choose the best five people to get the training, after the training, let them teach others what they have learned.

6、         Hold exchange meetings regularly to enchance mutual understanding and friendship.

 

Executive summary: 

In order to adapt Konopnicka Airport to the increasing freight and passenger traffic, the Polish Airports Agency (PAA) and the Ministry of Infrastructure have taken the decision to add a second runway and construct a new world-class passenger terminal, a cargo terminal and a catering base. So Polish Airports and the Ministry of Infrastructure negotiate a PPP agreement with the German construction company Laumann and the Weber-Merkel bank.

  Financing: total cost, funds borrowed from Weber-Merkel bank, interest rate, guarantees given by the Polish Government

  Operation and management: ownership of assets and operation of airport services remain with Polish Airports

  Repayment terms: loan repaid time, excess funds belong to which one    

  Building schedule: construction project take how many time 

  Risk allocation: commercial risks

From this PPP negotiation, there are some findings. Laumann take full responsibility for designing and building new facilities at Konnpnicka Airport. The total cost is €120m. Remaining 10% will be financed by Polish Airports. Ownership of assets is Polish Airports and operation of airport services remain 10-year concession. Loan to be repaid by Polish Airports is over 15 years. Bank will collect take-off and landing charges from foreign airlines, and overflight fees (charges for planes flying through Polish airspace). Repayments begin on full completion of works and will be on a monthly basis. The construction project will take 24 months. Laumann will cooperate with Polish construction companies with a proven track record to carry out this project. Private contractor assume responsibility for delays in the building schedule and low air-traffic volumes. Polish Airports assume responsibility for preliminary environmental studies and consultation of local residents.      

The Polish Airports Agency(PAA),the ministry of Infrastructure,the German construction company Laumann and the Weber--Merkel bank have negotiated about extending Konopnicka Airport.This report states the outcome of the negotiation.They have reached an agreement on financing,operation and management,repayment terms,building schedule and risk allocation.

This report will look at:

·Findings of the negotiation

·Recommendations and suggestions about the project

·Total cost: $120m

·Funds: Weber--Merkel Bank subsidize 90% of the cost.The rest of 10% goes to Polish Airport.

·Interest Rates: Polish Airport agrees to increase it to 3.8%.

·The load will be paid over 10 years and the load payments to begin on the full completion of the works,on a quarterly basis.

·Weber--Merkel Bank will collect take-off and landing charges from foreign airlines and overlight fees.

·Polish Airport holds the right to manage the excess funds.

·Ownership of assests:Polish Airport

·The scheduel of construction:26 months

·Delays in building:German construction Company Laumann will take the whole responsibility of the fines,which depends on the degree situations and in crease the compensation from ₤0.5 per monthly up to a maximum of ₤4.

· Air traffic volumes:Both Polish goverment share the burden of 50% for the air-traffic volumes.

·The negotiation have already done,the next step is to sign the contract as soon as possible to avoid sudden changes.

·In the contract,there must include every specific details determined

In the negotiation.

·During the construction project management,there companies can supervision team.they shall have the authority to supervise the progress.If anyone has any doubts,he can raise it immediately and solve it with others.

·The prionty of cooperation is to trust each other.Without trust,this PPP will collapse. 

This report concludes five aspects of the project.It refers to the risk allocation,but what matters most is to how to deal with the emergencies instead of paying too much attention on the responsibilities who will take.

In order to reach a win-win result,the project should carry out a Plan B if there something bad happens.

Delaney is a Dublin-based call center working for a major car-hire company which employs 240 full-time and part-time agents.  Most agents are women in their mid- to late 20s, many of them fluent in Spanish, French or German.  As many call centers, Delaney has high levels of staff turnover.  The average length of service is only three years which has high cots in recruiting, selecting and training.  New agents are not as productive as experienced agents; also there are threats about the competitiveness of the Irish call-center industry.  Recently, some findings show that the levels of absenteeism in the company are high.  Also, according to the job satisfaction questionnaires given by the staffs, the result is not optimistic.  Lots of staffs report high levels of boredom and stress etc.  Our report is going to analyze the problem and give some useful advices.

 

Findings 

The Human Resources Department monitored absenteeism over a 12-month period.  From the findings, we can see the level of absenteeism in the company is high.  The average is seven days taken in sickness per agent each year.  According to the report, the most common causes are headaches and migraine, colds and flu, back problems and stress.  This level of absence may be causing delays in answering calls and is placing extra work and stress on colleagues.  Also, it will need to have cost in finding replacement staff to cover the absence and the uncertainty that absence can cause in future planning.  In the end, callers and our clients may become dissatisfied with the level of customer service which affects company profit.

 

Job Satisfaction 

The staff was given a job satisfaction questionnaire to complete anonymously.  The results are not optimistic, staff report high levels of boredom and stress, also morale is low and many staff complain about an unfriendly workplace environment.  Besides this, agents and team leaders alike mentioned the pressure of workload.  For example, if a job can't be done in time or can't reach the targets, the agents may get a rude e-mail from their team leader which made an extremely bad affect about agents' emotion.  Because of the limited time for each caller, sometimes they can't decide, these situations may annoy the team leader which made the agents feel useless for the caller and gave those lots of pressure.  The agents can't get enough flexibility.  The majority of agents mentioned they are unhappy about call monitoring, because they hostile and feel suspicious about why calls are recorded.  These all indicates great potential effect to the company employee loyalty.  

l Employees will be attracted to a unique corporate culture. They like to work in a harmonious, relaxing, impartial, aggressive and united atmosphere. If so, they will be happy and comfortable. No one will leave such a team.

l An excellent corporate culture can’t be established in one or two days. It needs to absorb the advantages and accumulate over a long period. Only in this way, can the corporate culture stand the trial and be valuable. So managers should try to create such an atmosphere.

l Never trust anyone who cannot look into your eyes. Working in a team with no trust, employees will feel uncomfortable. 

l Treat different situations in a different way.

F As for the sickness absence, the enterprise can establish a sick leave bank management system. This means each employee will own a sick leave bank which has days limit, but they can enjoy paid time-off when they are using the bank. The employee will lose some salary for continued absence when the inventory becomes empty, unless he got serious disease which within the coverage of long-term disability insurance. 

F As for the demotivation, for one thing, managers should often have a heart-to-heart talk with the employees to find out the real reason why they slack off, and try to help them solve the problem. For another, the enterprise should create a good corporate atmosphere, establish the enterprise culture and cultivate the employees’ Sense of identity and belonging. They can organize group activity such as quality-extended training and group tour.

l Don’t make rush promise. Once you have made a promise, you can’t let anyone down. If you break your promise, employees will not trust you anymore.

l Willingness to take responsibilities, especially for employees. If you put your mistake to your employees, you will lose the respect and trust of employees.

 

l Establish and perfect the mechanism of competition. We should encourage employees to compete to get promoted. 

l Provide ample training opportunities for staff. This can also enhance job satisfaction. 

 

l Willing to pay high salaries to cadre employees and staff in the important post. Only in this way, can you attract key employees. Once the key employees have drained, it will cause inestimable losses to enterprises.

l Establish a system of rewards and punishments. The enterprise must perfect the rules and regulations, establish an effective performance appraisal and fair salary distribution system. Rewarding the employees who fit the standard of attendance with cash, recognition, holiday, or something else can significantly reduce the absenteeism rate. And employees know that as long as the pay, there will be harvest.

 

This report concludes that Delaney Call Center has come out relevant ways of dealing with these urgent issues. Despite that the enterprise pay great attention on absence and pressure problem, and even work out some promotion mechanism to reduce the turnover rate, which will definitely take effects in some extent. But there is no denying that the job characteristic working in call center lacks of relaxed and pleasant flour, employees sit next to each other and keep constantly answering phones again and again, but in the long run, most of employees will get bored and will complain a lot no matter what welfares are offered. Even so, the enterprise should try best to improve the job satisfaction