Lick Your Chops

8/2/2019 Lick Your Chops

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A BUSINESS SIMULATIONIntegrated Pet Foods, Ltd.

1120 Chateau Dr. Chester , FD19382

800-542-4677

Table of Contents

Introduction 2Objectives 2

Tasks 2Timing 3Company profile and Commercial 4Documents 5Grids: problems and possible solutions 14Word-chart 15Evaluation 16Letter writing 17Model letter 18Telephoning ~Useful phrases 19Telephoning ~Memo 20

YOUR CLASS: YOUR NAMES:

1. 2.

3. 4.



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Introduction

• Ms Susan Goldstein (aged 45), managing director of a small company Lick Your Chops Ltd ,manufacturers of pet foods.

Her staff includes:

• John Divine (aged 55), personnel manager and production supervisor for 15 years and your deputy when you are out of the office.

• Barbara Wagoner (aged 30), your general office assistant for two years. She does the ordersand the accountancy.

• Fred Stokes (aged 64), warehouse manager for sixteen years. Retires in a couple of months.

The company employs a total of twenty-five staff, most of whom work in the animal food factory. Theothers work in the office, or as outside sales staff.

Objectives

Take decisions together, communicate with staff members efficiently, solve problems, look upinformation, write business letters, write memos, talk on a business meeting, present, have a telephoneconversation, answer a complaint, skim and scan, write promotional material… It’s all about writing,reading, listening, speaking, talking with each other.

Task

Ms Goldstein has been on holiday in England for the past fortnight and has promised to hold ameeting with her office employees today, FridayFebruary 13th, before leaving on her business tripto France . Look through the documents in her in-tray and decide what, if any, action to take on eachitem. Listen to the staff’s suggestions and discusswith the staff what you want to do. Prepare detailsof exactly what you will do with any problems that

cannot wait until Ms Goldstein gets back fromFrance . Make a list of four very urgent problems and deal with them straight away.



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Timing

You get 4 hours of 50’ to do your tasks.

Hour 1:

• introduction of the topic (by teacher)

• explanation of the objectives (by teacher)• formation of the groups (by teacher)

• Look up information on the Internet about types of cats and dogs and cat/dog food and make aword list. Write down the words you don’t understand on your Word Chart and look them up.Look up possible information about some disconcerting view on animal food processingpractices.

• Then read the company profile and the advertisement. (p 4)

• While you work, note all new and interesting words in your Word Chart on page 15. Completethe Word Chart grid by consulting a dictionary.

Hour 2:

• Decide who takes which role: 1° managing director (Susan Goldstein), 2° deputy-manager (John Divine), 3° office assistant (Barbara Wagoner), 4° warehouse manager (Fred Stokes).

• read through all the documents (p 5-13)

• sit together in your teams and take decisions

• Fill in the grid on page 14 for each document

• Make a list of the four most urgent problems on page 14. Do it first for yourself, then discussyour own list with your team members and draw up a list for your team.

• Next discuss how your company is going to react and fill in the grid on page 14. Decide onwhat action should be taken and who will take it: e.g. write a letter, simulate a telephone call,

simulate a talk between Ms Goldstein and an employee (Sylvia Walker, Ishoa Pinto), write (a)memo(s), make a booking, look up information in the Internet, write an ad for the newpromotion folder,…

• start preparing your letters and role plays (simulated conversations)

• While you work, note all new and interesting words in your Word Chart on page 15. Completethe Word Chart grid by consulting a dictionary.

Hour 3:

• Continue preparing your tasks

• Evaluate the way you worked together. Use the evaluation grid on page 16.

• hand ino your letter (student 1 and 2)o the transcript of your phone conversation (student 1 and 2)o the promotional text of the advertisement campaign for your team (student 3 and 4)o your individual Word Chart (for all)

Hour 4:

• Student 1 and 2 act out the telephone conversations by heart

• Student 3 and 4 present the advertisement campaign

Not every team will have to do all these tasks. That depends on which four most importantproblems that you have chosen.



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Company Profile

Lick Your Chops is a company deeply committed to the advancement of the nutritional health and well-being of dogs and cats. That is why Lick Your Chops pet foods meet the highest standards of quality,nutrition and digestibility.

The company was founded on the principles of natural nutrition and grew from an overwhelming loveand deep concern for the health and well-being of a Golden Retriever. In 1979, Dr. Robert Goldsteinand his wife Susan discovered that their seven-year-old Golden Retriever, Leigh, was suffering fromcanine hip arthritis. Faced with the painful choice of major invasive surgery or euthanasia, they chose adifferent path.

They stopped feeding Leigh commercial dog foods and placed him on a home-cooked diet of freshmeats, whole grains, vegetables, vitamins and minerals, herbs and pure distilled water. Within sixmonths Leigh's painful symptoms disappeared and Leigh began once again a normal life.

Dr. Goldstein began recommending a nutritional approach to many clients of his veterinary hospital and

suggested replacing commercial diets with "home cooked" diets. The corresponding improvements inhealth and vitality were so impressive that they formed a company that could provide more practicalversions of these home-cooked diets. That food is LICK YOUR CHOPS.

Commercial

You Eat Healthy…So Should Your Pet!

Does it really matter what food you feed your pet?How much healthful nutrition is really available in pet food?

Is the quality of ingredients important?

Lick Your Chops cat & dog foods contain natural ingredients, plus all the essential vitamins andminerals necessary to provide 100% complete and balanced nutrition. Their products meet or exceedthe requirements established by the American Association of Feed Control Officials (AAFCO). All LICK YOUR CHOPS foods are free of wheat, corn, soy, artificial flavours and colours and chemicalpreservatives. USDA inspected poultry, lamb and beef, brown rice, oils rich with essential fatty acidsand minerals. Vitamins (C and E) and spices insure stability. All LICK YOUR CHOPS foods areformulated to provide optimum nutrition for each life stage.

Answer the following questions

o Who is in charge of the company?o Who founded the company?o What was Dr Goldstein’s profession?o Why did he start the company?o What is special about Dr. Goldstein’s animal food?o What does a healthy diet for a dog look like?

o What should a healthy diet NOT contain according to Dr Goldstein?o Does that diet compare to what you feed your own dog?



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Documents from the in-tray

Document 1

MEMORANDUM

To: Ms GoldsteinMs GoldsteinMs GoldsteinMs Goldstein Date: 5 February5 February5 February5 February

From: Barbara Barbara Barbara Barbara

The order from Tree of Life is one week behind schedule. They areThe order from Tree of Life is one week behind schedule. They areThe order from Tree of Life is one week behind schedule. They areThe order from Tree of Life is one week behind schedule. They are

threatening to cancel the order. At first there was a delay because we threatening to cancel the order. At first there was a delay because we threatening to cancel the order. At first there was a delay because we threatening to cancel the order. At first there was a delay because wewere waiting for calcium. But the calcium was delivered alrewere waiting for calcium. But the calcium was delivered alrewere waiting for calcium. But the calcium was delivered alrewere waiting for calcium. But the calcium was delivered already fiveady fiveady fiveady fivedays ago and the order still hasn’t been run off yet. I’ve mentioned thedays ago and the order still hasn’t been run off yet. I’ve mentioned thedays ago and the order still hasn’t been run off yet. I’ve mentioned thedays ago and the order still hasn’t been run off yet. I’ve mentioned theTree of Life delay to John, but ...Tree of Life delay to John, but ...Tree of Life delay to John, but ...Tree of Life delay to John, but ...

Document 2

Dear Susan, have a look at this note I found pushed under my door

last Wednesday morning. Fortunately I found it before anyone else came in. I haven’t said anything to Ms Walker, I think she would betoo upset, but should I call the police? John

Look out, Mrs Goldstein: that “Mrs” Sylvia Walker is stealing cat food! And did you know shehas left her husband and is living with another man? You need to do something about this

or things get out of hand!



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Document 3

88 Huntoon Memorial Highway Leicester, 67501524(508) 892-8171(508) 892-4827 - Fax(800) 643-8130

To Ms S Goldstein

Lick Your Chops Ltd1120 Chateau Dr Chester FD19382

11 February 2005

Dear Ms Goldstein

You supplied us with 8,000 Canine puppy packs at £6,06 in 4 lb sulphite paper bags onJanuary 8. We had to put up with complaints from various customers about the quality of the bags. They seem to fall apart after a short while. I tried the bags myself and theyseem very badly glued together indeed.

I tried to phone you this morning but your secretary said that you were away for sometime. I also talked to Mr Divine, but he told me I had to wait until you were back from a journey.

I can assure you that we shall never do business with you any more if we do not get anapology and a refund within five days. I also intend to talk about the poor quality of your products to my retailers, unless we get full satisfaction.

Yours sincerely

MILLBROOK

J.M.L.Millbrook jr

Managing director



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Document 4

Have a look at this order, I can’t find an address nor an order form. Do you know

who took the order? John

Name: Neshaminy Order n°: 45a

Machine: 9 Product: Chicken cuts

Quantity: 15,000

Completed:

Signed:

10 Samples required

Due before: February 7

Document 5

MEMORANDUM

To: Ms Goldstein Date: 26 January

From: Barbara

I can’t get a straight answer from John on this: are we going to give thekids their trip to the beach again this summer? If so, are we going to useour own cars or can we hire a coach as we discussed last year? I knowyou will have but little time when you come back, but could you justsay yes or no on both things? I must book a coach next week or we’ll be

too late!



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Document 6

MEMORANDUM

To: Susan Date:

From: John

Remember the unwanted Canine puppy bags that we advertised last

month? A chap called Millbrook bought the whole batch of 8,000. He rang up this morning and was very rude to Barbara and to me. He’s complaining about the bags: apparently they fall apart. But we had told him that they were second choice and that he would have to repack them if he wanted to sell them at retail outlets. I don’t

reckon we owe him a thing, even when it’s only a small order. He saw the bags before he bought them. I told him this but he wouldn’t accept it. Do you want to do anything about it?

Document 7

Monday

Ms Goldstein, could you give your approval to these holiday dates:

- Frida Arlette: June 19 – July 20- Hilary Finch: idem- Silla Hunter: idem- Ali Said: August 1 – August 14- Loreen Jackson: August 5 – August 23- Tom Flemming: idem

I’ve checked these dates with the ones you approved before and see no problems, except in thepacking department which is going to be understaffed next summer. Maybe we should move in Ishoa

Pinto from the mills to packing. She said she was sick of her work at the mills.

Barbara



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Document 8

L. Heath

26 Cumbers Lane

Wolston Cheshire

UK

To Ms S Goldstein

1120 Chateau Dr

Chester FD19382

UK

14 January 2005

Dear Ms Goldstein

I am a student at Offa Engineering School , studying horticultural and agricultural

management. I wonder whether you have any vacancies over the summer. I am looking for a

job over the holidays between 15 July and 15 August. I am willing to do anything, especially

if it’s connected to food processing.

My father, Kevin Heath, knows you from the St. David’s golf club and told me to get in

touch with you.

Yours sincerely

HEATH

Leon Heath

Document 9

Ms Goldstein, I’m sorry to inform you that Mrs Walker was late in the cafeteria once more. Whichmeans the cook couldn’t start lunch early enough and some of our people had to wait for their lunches.It’s not the first time. Everyone blames me for this, but I can’t tell her to come in time, she simplydoesn’t listen to me.

Barbara



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Document 10

The Manager 1120 Chateau Dr Chester UK

5 February 2005

Dear Ms Goldstein

The classes that came to visit your factory last week were very enthusiastic about their visit. There is even a boy from the 6th form who wishes to write his project work aboutanimal food. Such visits to local companies help young people to prepare for a futurecareer and we are happy to get so much co-operation from industries in our localcommunities.

It was very kind of you to let us see the plant and we were glad that some of your staff showed us how things worked. In particular I would want to express my thanks, and alsoon behalf of 6F, to Mr John Divine, who gave us so much of his valuable time thatafternoon. He even stopped two machines to let our pupils have a go at operating them.

I am aware that such things cost a company time and money and wish to say thereforehow much we appreciated the warm welcome we were given at Lick Your Chops.

Yours sincerely

Neal Geryl headmaster



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Document 11

MEMORANDUM

To: Ms Goldstein Date: 23 January

From: John

We are in a bit of a crisis here: Kenny misread an order of 3,000 as 30,000. I should have checked thatbut was too busy with an urgent delivery for “Tree of Life”. Anyway, we have prepared 27,000 too manyD’Light low calorie tins for cats for United Natural foods. I haven’t told anything to them yet as I thoughtI’d better wait for your decision.

Document 12

Susan

Can you tell Mr John Divine to hurry up with dispatching the order of United Natural Foods. I haven’t got enough room for it in our stores, as he is well awareof. Fred

Document 13

MEMORANDUM

To : Susan Date: January 30

From: John

Our special order for Woburn Abbey is not working out. We tried hard on that order but simply can’t get the right flavour nor colour, using natural products only. The orders are due by February 10.What shall we do? Tell them we can’t fulfil it?



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Document 14

MEMORANDUM

To:

Ms GoldsteinDate:

26 January

From: Barbara

An order for tinned cat food has been over-run. It will mean a big loss if we have to throw the tins away. This is what we could do:

a) offer the 27,000 at a large discount to the same customer

b) Advertise the lot at a discountc) Store the extra and hope the customer will re-order

d) Ask each employee/worker to sell as many tins as they can

e) Send the tins as samples to potential customers.

Can you O.K. any of these solutions? It seems to upset Fred in the

stores!

Document 15

MEMORANDUM

To: Susan Date: 20 January

From: John

Ishoa Pinto refuses to take her headscarf off at the mill. I think it is against our rules (plastic cap for hygiene) and may be a real

safety risk. Any ideas? I would not like to get rid of her as she’s a nice girl.



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Document 16

MEMORANDUM

To: Ms Goldstein Date: 2/5

From: Barbara

A couple of people have called to ask for dog and cat food for their pets. I thought we didn’t do small quantities and said no. But John said weshould never turn away customers and wants me to get back to them.

Quite honestly, I want to get your agreement first.

Document 17

MEMORANDUM

To: Susan Date: February 5

From: John

All through January I had complaints from our distributors that our promotion texts are so boring! We urgently need fresh and appealing copy. In fact they are starting a multi-media promotion campaign next month and need copy before February 15! Who’s going to write it?



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FILL IN THE GRID

problem kind of problem* possible solution

Doc 1

Doc 2

Doc 3 Doc 4

Doc 5

Doc 6

Doc 7

Doc 8

Doc 9

Doc 10

Doc 11

Doc 12

Doc 13

Doc 14

Doc 15

Doc 16

Doc 17

* kind of problem: production, personnel, sales, administration, marketing, safety, security…

NOW DECIDE ABOUT URGENCY AND WHAT YOU ARE GOING TO DO.

The four most urgent

problems

What are you going to do? Who of you is goingto do it?

Time neededfor this task

1.

2.

3.

4.

Possible actions: write a letter (e.g. answer to a complaint) - simulate a telephone call - simulate a talk between MsGoldstein and an employee like Sylvia Walker, John Divine, Ishoa Pinto - write a number of memos, using thestationery on page 16 - make a booking - look up information in the Internet - write an ad for the new promotionfolder - …



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NAME:.............................................................................................CLASS:...............................

MAKE A LIST OF WORDS EACH IN CONNECTION WITH FOOD AND ANIMALS. COMPARE YOURLISTS.

WORD CHART

word sentence/chunk translation related words

preservative This margarine is full of artificial preservatives. bewaarmiddel additive , flavouring



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EVALUATION PEER WORK

HOW DID I WORK IN THIS GROUP?

Instructions: Work individually and complete the form below.

The task: Read each statement below and tick the right score.

5. yes a lot 2. a bit

4. yes, quite a lot, but I could have done more 1. not much really

3. a reasonable amount 0. not at all

Statements SCORES

0 1 2 3 4 5

I contributed a lot in this activity.

I listened to everyone in my group.

I encouraged other group members to participate (by asking questions, etc.)

I encouraged people to use English.

I felt comfortable and accepted in my group.

I asked for explanations when I didn’t understand.

I explained things to someone else who didn’t understand.

I contributed to finding a solution for the company’s problems.

I learned new things by participating in this group activity.

I enjoy working in small groups on activities like this.

A.

Now look back at the statements where you scored yourself with a 3 or less. How could youimprove your group skills the next time you work in a group? Write 3 ideas here (e.g. I couldencourage other people to participate more, I could have thought of more realistic solutions).

(a)

(b)

(c)



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Letter writing

Here are some guidelines and a model letter:

Letterhead: it gives all relevant information about your company: its name, its line of business, its address, telephone/mail numbers and addresses, registration number, URL,etc.

Reference: in many business letters the following indications are preprinted: Our ref:. and Your ref:. These are followed by a code or combination of digits and letters whichmakes filing of the letter easy.

Date: the date is written on the left side of your stationery like this: 8th July 2006 or 8July 2006 . Do not write 8/7/06 ! Abbreviate like this: 1st 2nd 3rd 4th 15th 21st. Writethe months with a capital!

The address of the addressee: it has the name and address of the person you arewriting to: Mr P Barcley, Ms L Landrieu + name of the company + number and street +name of town + name of county/state and postal code or zipcode + name of the country

( UK ).

Salutation: Dear Madam, dear Sir or, if possible, use a name: Dear Ms Goldstein. Useno punctuation except a comma after Dear Madam,

Subject line: is optional. It allows the reader or letter sorter to know what the letter isabout, which can save time. Subject: your order for 35 bikes.

Body: the letter body is a short as possible. Use a blank line between paragraphs. Startwriting from the left margin (block style).

Complimentary close: a short line which sounds like: Yours faithfully when you startedwith Dear Madam, dear Sir and Yours sincerely when you started with Dear Mr Divine.Americans often end with Yours truly.

Signature. Your letter has no legal value without a signature or when the date ismissing. When you sign for someone else, write p.p. in front of your signature (propersona).

Name and function in the company.

Add CC (carbon copy) + the name of some other addressee who received a copy of yourletter. Add encl. + a document which you enclosed. For instance:

CC.: the personnel manager

Encl.: invoice



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MODEL

Banks Cargill Agriculture Ltd.Witham St. Hughs, Lincoln , LN6 9TN Tel: 01522 556100 Fax: 01522 868244

Our ref: CV456

3rd May 2005

Boston

Morgan Building

New Jersey Boulevard

Boston 4567AZ

U.S.A.

Dear Madam, dear Sir

We are a company producing and selling pet foods and are interested in your2006 range of products.

Could you send us your catalogue and price list for 2006?

Please let us know your terms of payment and what quantity discounts you canoffer.

Yours faithfully

WHITE

T. White

Personal Manager Cargill



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Telephoning ~Useful phrases

Some basic functions:

The caller says:

Hello, this is ……..

Fred here.I'm Susan Goldstein.My name is John Divine.

The person called says:

4565476

An Hyp. Good Morning.Barbara Wagoner, can I help you ?

Inquiries

Can I speak to Ms Goldstein, please ?Hello, is Lynn there, by any chance ?Could you put me through to theMarketing Department ?

When could I reach him ?

Answers

Hang on a moment. I'll try to reach him.Hold on a minute. I'll put you through.Hold the line please. I'm afraid I can't reachhim now.

Taking leave

Thank you. Goodbye.

Appointments

I'll just check my appointment book.When would be convenient for you?

Sorry, I've got something scheduled then.Could we arrange something else?Could you send me confirmation of the

appointment?Shall we say Wednesday at 3 o'clock ?Would it be possible to postpone ourmeeting?

Things are going smoothly, so we can meetas arranged.

Complaints

PoliteI'm afraid I have a complaint to make.

Excuse me, but didn't we order chicken? Sorry to bother you, but there doesn't seem...Look, I'm sorry to trouble you again, but...

I hope I'm not disturbing you, but...We're sorry to have to say this, but ...

Blunt

Why didn't you tell us? Don’t you realize that you're asking too

much? What do you think you are doing? You've no right to do that!

Answering complaints

ApologiesWe are sorry that you have entered a

complaint against us but we would like point out that ...I regret to hear that you were dissatisfied with ...

I must admit that your order has not beencarried out according to the contract.I want to apologize concerning...Please be sure that we do our best.

Explaining

The deficiency was caused by ...This problem was partly due to ...

RefusingI can't see how I could allow a refund.

You should understand that ...Please understand that...I'm sorry, but we can't take account of your

demand for a refund, because..I'm sorry, but we haven't been able to find another hotel for you.



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Telephoning ~ Memo

The following memo could be used by the student who acts out the receptionistduring the telephone simulation.

…………………. Natural Animal Foods

MEMORANDUM

Date Time To

Caller details Action necessary

Name - send brochure

- send quotation

- call back

From

Company

Address

Caller's number

Fax number

Reason of the call

Message

Lick Your Chops

Documents

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