高级商务英语1 unit8Crisis Management

UnitEightCrisisManagementWhatiscrisismanagement?Whatarethekeystoeffectivequalitycrisismanagement?Casestudy:TylenolUniteightPara.MainTopicsPara.1-7themismanagementofToyota’squalitycrisisshapedbyJapanesecorporateculturePara.8-12thesocial,economicandpoliticalstatusofJapanrelatedtoToyota’squalitycrisisPara.13-19suggestionsabouthowToyotashouldcopewithqualitycrisisUniteight1.InJapan,thereisaproverb,“Ifitstinks,putalidonit.”(Line1,Para.1)•Ifasituationoraproblemarises,seektocoveruporfudgethefacts.Uniteight•Crisismanagementdoesnotgetanymorewoefulthanthisandthecostofthisbunglingsofar…isonlyadownpaymentonthefinaltally.(Line2,Para.2)•…isonlyaninitialportionofthetotalamountintheend.Uniteightloom(Para.2)•v.hangover,asofsomethingthreatening,dark,ormenacing•synonyms:emerge,appear•example:Nationalself-confidencehasbeenflaggingunderthethreatofloomingrecession.Uniteight•companieshaveshortchangedtheircustomersbyshirkingresponsibilityuntiltheaccumulatedevidenceforcesbelateddisclosureandrecognitionofculpability.•Paraphrase•companieshavetreatedtheircustomersunfairlybyavoidingresponsibilityuntilanincreasingamountofevidenceobligesthemtomakeadelayedmoveofrevealingthetruthandconfessingtheirfault.Uniteight•thecostsofsuchnegligencearelowinJapanwherecompensationforproductliabilityclaimsismostlyderisoryornon-existent.•Translation•在日本，产品责任的赔偿数额低的可怜或根本没有赔偿，因此，为这种疏忽付出的代价是很低的。Uniteight•Whyisthecaseofbloodcontaminationofpharmaceuticalcompaniessaidtobe“oneglowingexceptiontothisparsimoniousrecord”?•Inmostcasesofqualitycrises,Japanesecompanieshabituallythinklightlyoftheircustomersbyshirkingtheirresponsibilitiesandthecostsofsuchbelittlementandnegligencearelow.Butdrugcompanyexecutivespaiddearlyforsellingtaintedblood:arathergeneroussettlementofcompensationandanabjectapology.Uniteight•WhatculturalinclinationscanJapan’snegligenceofcrisismanagementbeascribedto?(para.6-7)•First,owninguptoproductdefectsposesthreatstocorporateface,especiallyforsuchahigh-statuscompanyasToyotainanationobsessedwithcraftsmanshipandquality.•Secondly,duetoacorporateculturethatvaluesteam-work,employees‘loyaltyforfirmsandconcernforcorporateimageoverridetheircompassionforconsumerinterest.•Thirdly,thehierarchicalcorporatestructureandacorporatecultureofdeferencepreventthetwo-waycommunicationbetweensuperiorsandsubordinates.Uniteight•penchant(Para.6)•n.astrongliking（强烈的）倾向，爱好•synonym:aptitude•example:ItisnoticedthatChinesecustomershaveapenchantforproductsprojectingnationalprideintraditionalChineseculture.Uniteight•…raisethebarondisclosureandassumingresponsibility.(Para.6)•Paraphrase•raisespeople‘sstandardsforunderwhatcircumstancesthetruthmustberevealedandresponsibilitymustbeclaimed.Uniteight•Andahigh-statuscompanylikeToyotahasmuchtolosesinceitscorporatefaceisatstake.(Line4,Para.6)•ItscorporateprestigeisatriskforToyotaenjoyingagoodmarketstanding.Uniteight•deference(Para.7)•Heisdeferentialtohissuperiors.他对他的长官、上司毕恭毕敬Uniteight•thefocusonconsensusandgroupisanassetinbuildingteamwork,butalsocanmakeithardtochallengewhathasbeendecidedordesigned.(Para.7)•Translation•对一致意见和团队的重视是团队合作的优势，但这也会使公司难以质疑和挑战已经做出的决定和设计。Uniteight•Q1.What’sthemainideaofPartII(Para.8-12)?•Thesocial,economicandpoliticalstatusofJapan,closelyrelatedtoToyota,areimpactingToyota’sreformonqualitycrisismanagement.Uniteight•Outsidedirector/non-executivedirector/insidedirector•Anymemberofacompany'sboardofdirectorswhoisnotanemployeeorstakeholderinthecompany.Outsidedirectorsarepaidanannualretainerfeeintheformofcash,benefitsand/orstockoptions.Corporategovernancestandardsrequirepubliccompaniestohaveacertainnumberorpercentageofoutsidedirectorsontheirboardsastheyaremorelikelytoprovideunbiasedopinions.•Uniteight•Outsidedirector/non-executivedirector/insidedirector•Outsidedirectorsareadvantageoustothecompanybecausetheyhaveverylittleconflictofinterestandmayseethebigpicturedifferentlythaninsiders.Thedownsideisthatsincetheyarelessinvolvedwiththecompaniestheyrepresent,theymayhavelessinformationuponwhichtobasetheirdecisionsandreducedincentivestoperform.Uniteight•above-and-beyond(Para.8)•adj.exceedingwhatisrequiredorexpected•example:Thesoldiersdemonstrateabove-and-beyondcourageindefenseoftheircountrymen.Uniteight•…sheddingtheconstraintsofafustycorporatecultureandwowingcustomerswitharecallandaboveandbeyondaftersalesserviceandcare(Para.8)•Paraphrase•removingtherestrictionsofoutdatedcorporatecultureandpleasingcustomerswitharecallandsuperbafter-salesserviceandcare.Uniteight•YetearlysignsarethatToyotaisnolongerthenimblecompanythattooktheworldbystorm.(Line9,Para.8)•Toyotaisnolongeradynamiccompanywhichcansweeptheworld.Uniteight•WhatarethetroublesToyotafacedwith,internally(para.9)andexternally?•Internally,ToyotacannoteitherresolvetheproblemofovercapacityorshakeoffitsoverrelianceonAmericanmarket.Uniteight•WhatarethetroublesToyotafacedwith,internally(para.9)andexternally(para.11,12)?•Externally,LiberalDemocraticPartyhasgoneoutofpowerandthepublicisappealingtomoretransparencyandaccountabilityofgovernmentaswellascorporations.•JapanAirlinesonthevergeofbankru