1、Unit 4Employee Management8/9/20221商务英语综合教程（四）谭万文编著 PPT制作：Tan WanwenUnit 48/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen2ContentsLead-in ActivitiesIntensive ReadingExercises GrammarSupplementary ReadingBusiness TermsLead-in Activities（听力）:原文Task 1Task 28/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen3（听力）原文-1You
2、 can have great talent that is(1)_ teamed.You can(2)_ structural barriers(3)_ effective(4)_,and you can design meetings and other(5)_ so that people can actually get things done.But if your companys employees dont have a sense of ownership and(6)_,all the other steps wont make much difference.By the
3、 same(7)_,if you can increase the(8)_ level of engagement in your organization,you will likely see the productivity of your entire workforce increase.8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen4（听力）原文-2Shareholders may care about(9)_ performance,but employees are more often(10)_ by the(11)_ their orga
4、nization has on the world around them.Research shows that people who work for(12)_ leaders are more(13)_,satisfied and productive.They are also less likely to leave their jobs.In short,employee engagement is directly(14)_ to leaders ability to inspire people and it is pretty much unrelated to leader
5、s effectiveness 8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen5（听力）原文-3at(15)_ and managing tasks.So(16)_ inspiration.(17)_ executives for raising peoples eyes to the horizon as much as you reward them for holding their noses to the(18)_.A much better(19_ of engagement is how likely employees are to(20)_
6、 their workplace to a family member or friend.Lead-in Activities（听力）:8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen6Task 1 Blank-filling(Keys)8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wmitted14.related15.assigning16.foster17.Reward18.grindstone19.measure 20.recommendTask 2 True or False-11.A best way to engage
7、employees is to give them a sense of ownership in the organization.(T)8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen8Task 2 True or False-22.As the former name of DaVita,Total Renal Care was a profitable company providing dialysis treatments for kidney patients 15 years ago mainly due to its satisfactory
8、 employee engagement.(F)8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen9Task 2 True or False-33.The past 15 years has witnessed an increase of employee turnover in DaVita.(F)8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen10Task 2 True or False-44.Employees who say they are“satisfied”may or may not feel engaged.
9、(T)8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen11Task 2 True or False-55.The three tips mentioned in the listening material has long been understood,valued and practiced by most organizations as good ways to engage employees.(F)Unit 48/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen12Intensive ReadingPre-readi
10、ng QuestionsDetailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen13Pre-reading Questions(1)Do you hope to work in a big company or a small company?(2)What is your prioritized consideration in choosing to work for and stay in a certain company?(3)What do you think is conducive to the en
11、hancement of employee engagement?商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen14Detailed Study of the TextParagraph 1Paragraph 3Paragraph 6Paragraph 9Paragraph 13Paragraph 16Paragraph 19Paragraph 21Paragraph 248/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen15Paragraph 1Rethinking HRs Role in Employee Engagement IHR p
12、lays a key role in raising levels of engagement among employeesbut its not the role that most companies assign.Detailed Study of the Text 8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen16Paragraph 2 The mismatch partly explains why many companies preach a gospel of high engagement yet struggle to realize
13、the goal.Bain&Co.recently worked with survey consultancy Netsurvey to analyze responses from 200,000 employees across 40 companies in 60 countries and found several troubling trends,including:8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen17Paragraph 2(Continued-1)Engagement scores decline with employee t
14、enure,meaning that employees with the deepest knowledge of the company typically are the least engaged.Scores decline at the lowest levels of the organization,suggesting that senior executives likely underestimate the discontent on the front lines.8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen18Paragraph
15、 2(Continued-2)Engagement levels run lowest among sales and service functions,where most interactions with customers occur.Detailed Study of the Text 8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen19Paragraph 3Why do these problems persist?Senior executives tend to abdicate responsibility for engagement t
16、o corporate staff,usually HR.This delegation is misplaced,as HR is not in a position to take or direct the actions required to affect attitudes at the employee or team level.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen20Paragraph 4Typically,HR groups rely on long,corporate-wid
17、e annual surveys and one-size-fits-all processes that focus on adherence.This centralized approach has innate problems that can actually lead to stagnant or declining engagement.Such surveys are too broad or infrequent to pick up important topical or team-specific8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan W
18、anwen21Paragraph 4(Continued-1)issues.After the survey,senior management tends to push line supervisors to launch a burst of short-term initiatives.With HR leading the survey design,administration and interpretation,supervisors feel no ownership of the process.People stay primarily focused on managi
19、ng some sort of engagement score,8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen22Paragraph 4(Continued-2)rather than having a thorough conversation about the issues raised in order to understand and address their root causes.A few months on,the effort trails off and behaviors revert to normal.Its no wond
20、er that employees are left feeling“why bother filling out the survey?”when nothing of substance really changes.8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen23Paragraph 4(Continued-3)Yet companies such as Rackspace,AT&T,Progressive Insurance,Intuit and Cintas have managed to raise engagement levels by do
21、ing things differently.While each of these companies has unique aspects to its approach,several themes set them apart.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen24Paragraph 5Line supervisors,not HR,lead the charge.Its difficult for employees to be truly engaged if they are no
22、t fans of their boss.Netsurveys data show that 87 percent of employee“promoters”of their company also highly rate their direct supervisor.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen25Paragraph 6Thats why its critical for supervisors to feel that team engagement is a high prio
23、rity.At Rackspace,an IT hosting company,the mantra is“fanatical”customer support.To pull this off,Rackspace insists that supervisors talk often with their teams to solicit employee feedback,identify the root causes of8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen26Paragraph 6(Continued)their concerns,and
24、 then follow through with meaningful changes to how work gets done.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen27Paragraph 7As a result,“Rackers”put in the discretionary effort that creates a superior experience for customers.In turn,customers reward Rackspace with intense loy
25、alty that stands among the best in the industrycontributing to the companys 25 percent compound annual revenue growth and 48 percent profit growth since 2008.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen28Paragraph 8With the supervisor acting as a catalyst to flush out workplac
26、e issues,teams can openly discuss what policies or informal rules impede their full engagement,and craft solutions together.Some obstacles go beyond a local teams control,such as overtime rates or benefit plans.But even those issues can be addressed8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen29Paragrap
27、h 8(Continued)by putting in place a reliable feedback loop that reaches the senior executives with authority to act and ensures they respond back to the teams.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen30Paragraph 9As supervisors move to center stage,HRs role does not diminis
28、h,but it shifts.Rather than leading the survey analysis and development of initiatives,HR staff helps leaders at all levels become both accountable and empowered for getting at what is hindering engagementrather than trying to do it for them.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：T
29、an Wanwen31Paragraph 10Supervisors have the right preparation to hold candid dialogues with teams.Working with a team to raise engagement doesnt come naturally to all supervisors,and its a lot to ask of newly promoted supervisors.So engagement masters emphasize training on how to encourage honest,8/
30、9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen32Paragraph 10(Continued)constructive discussions and how to handle tricky topics like requests for better pay or worries about outsourcing.The training also covers the importance of promptly taking the right actions and subsequently communicating back the outc
31、omes to their teams.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen33Paragraph 11HR can play an important role in tailoring the training for different functional leaders,along with carefully designing a“pulse check”an online survey thats simple and short so as to avoid creating a
32、n IT or reporting bottleneck questionnaire process.From these anonymous responses,trained8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen34Paragraph 11(Continued)supervisors can see what issues need to be addressed during the dialogues.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen35Pa
33、ragraph 12 Weve found that the most effective training includes role-play and having expert line supervisors provide the training to their peers.Its useful to run pilots with different functions and departments ahead of any broad launch,to learn about any hot topics that may bubble up to the senior
34、team and also to reveal where supervisors8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen36Paragraph 12(Continued)feel ill-equipped to lead the engagement charge.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen37Paragraph 13The hottest issues may not be obvious to supervisors.In employee
35、 focus groups held for one of our clients,we asked supervisors what they thought the top concerns of their teams would be in an upcoming survey.Only one-quarter of the supervisors correctly identified the top concerns,despite their belief that they8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen38Paragraph
36、 13(Continued)knew their teams well.Theyd expected to see insufficient pay listed as a leading concern and were surprised to see,instead,that employees cited a desire for more t r a i n i n g a n d m o r e f r e q u e n t appreciationareas that supervisors thought were working well.Detailed Study of
37、 the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen39Paragraph 14All the dialogues and surveys will go to waste unless a company puts in place a streamlined process for supervisors to escalate certain issues that the supervisors themselves cannot address.Employees and supervisor leaders must have con
38、fidence that their voices will be heard by the right executives or that8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen40Paragraph 14(Continued)an executive with sufficient authority will broker collaboration among several departments.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen41Par
39、agraph 15Teams rally round the customer.Call-center representatives,sales specialists,field technicians and others on the front line come to know intimately which aspects of the business annoy customers and which delight them.Engagement leaders regularly tap that knowledge by asking employees what t
40、he company8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen42Paragraph 15(Continued)could do to build the ranks of customer promoters,and listening hard to the answers.They ensure that the right people hear these concerns;if call-center representatives are hearing chronic customer complaints about pricing,t
41、hat feedback goes to the group responsible for setting prices.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen43Paragraph 16AT&T has embraced the concept.To handle the ideas from employees across all business units,the company has built a digital infrastructure allowing each sugge
42、stion to be logged online.A small,dedicated team promptly reads and triages the suggestions,sending each one to a designated leader or8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen44Paragraph 16(Continued)expert who is obligated to consider it and respond properly.An online tool allows all employees to s
43、ee the progress of each suggestion and log comments to further clarify or collaborate.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen45Paragraph 17Engagement tactics are tailored for different employee segments.Just as companies divide their customer base into segments along demo
44、graphic and behavioral lines,and court different segments with tailored offerings,the employee base has varied needs and each group will respond to different management motivational techniques.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen46Paragraph 18The Netsurvey data,for ins
45、tance,shows that for Millennial employees,having the opportunity to develop professionally is one of the most important drivers of engagement.Baby boomers care more about getting changes implemented and having an open work climate to express their ideas and opinions.Detailed Study of the Text8/9/202
46、2商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen47Paragraph 19Engagement factors can also vary by culture.In the Protestant,non-English-speaking countries of Europe,the Netsurvey data shows that“workplace energy”and“belief in company management”are two attributes cited by respondents that correlate strongly with
47、high engagement scores.8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen48Paragraph 19(Continued)In regions dominated by Confucian culture,the scores correlate most closely with“a workplace free from stress”.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen49Paragraph 20The lesson for mult
48、inational companies:Rather than exporting motivation techniques from the corporate center,teach managers how the priorities of each employee segment may differ from the average.And while some supervisors grasp these types of differences intuitively,others will benefit from basic training8/9/2022商务英语
49、综合教程（四）谭万文编著 PPT制作：Tan Wanwen50Paragraph 20(Continued)on how demographics,gender and culture often affect engagement.HR can play a crucial role here in helping to segment the employee base and to train supervisors and senior leaders in customizing engagement tactics to appeal to the individuals on t
50、heir specific team.Detailed Study of the Text8/9/2022商务英语综合教程（四）谭万文编著 PPT制作：Tan Wanwen51Paragraph 21Its all about the dialogue,not the metrics.Managers who thrive on data sometimes obsess over benchmarking,ranking,and carrot-or-stick responses.Yet in fact,morale probably will erode if supervisors fe
