word
sp
OR
sp
DETERMINING
STANDARDS
sp
AND
sp
THEN
SETTING
sp
TARGETS
FOR
sp
ALL
OF
YOUR
sp
STAFF
sp
CAN
sp
YOU
sp
TELL
ME
sp
HOW
GOOD
A
JOB
sp
YOU
DO
sp
NO
sp
YOU
CAN'T
sp
WHY
NOT
sp
BECAUSE
WE'RE
sp
NOT
SET
ANY
sp
TARGETS
AND
sp
WE'VE
NEVER
GIVEN
ANY
FEEDBACK
sp
FROM
sp
HIGHER
sp
WE
KNOW
WHO
sp
BAD
sp
WE
DO
sp
YOU
KNOW
HOW
BADLY
sp
YOU
DO
sp
YOU
ARE
YOU'RE
TOLD
AT
sp
ANNUAL
APPRAISAL
WEEK
sp
WELL
THERE'S
sp
NOT
SET
IF
YOU
GET
AN
APPRAISAL
UNLESS
YOU
GET
sp
PERFORMANCE
sp
REVIEW
sp
I
GOT
QUITE
I
WAS
sp
GIVEN
TO
IT
sp
LAST
YEAR
I
RECKON
HOW
sp
DID
THEY
DO
THAT
KENNY
sp
I
MEAN
WHAT
sp
GOOD
sp
WHO
sp
GAVE
THAT
sp
TO
sp
YOU
THE
BOSS
sp
THE
BRANCH
sp
MANAGER
sp
YES
sp
HE
sp
GAVE
US
FIVE
TARGETS
TO
sp
ACHIEVE
sp
BY
THE
sp
ONE
THAT
sp
WE
HAD
THIS
YEAR
sp
RIGHT
I
sp
ACHIEVED
ALL
sp
OF
THAT
sp
AND
MORE
sp
SO
sp
ERM
WAS
sp
THAT
WHEN
YOU
JOINED
THE
BRANCH
sp
FIRST
OF
ALL
sp
ALRIGHT
SO
HOW
DID
sp
YOU
DO
sp
THAT
WHEN
YOU
WERE
GETTING
INTERVIEWED
SOME
sp
PLACE
sp
IN
OUR
AREA
YES
sp
HE
sp
WAS
TOTALLY
GOOD
HE
SAT
US
sp
DOWN
sp
COS
EVERYBODY
ELSE
GOT
THE
ERM
sp
FORMS
sp
ERM
THE
sp
APPRAISAL
sp
AND
THE
ONE
THEY
HAD
WAS
SUPPOSED
TO
BE
TARGET
SETTING
sp
FOR
EACH
sp
DEPARTMENT
sp
MANAGER
sp
WELL
sp
I
sp
WASN'T
THERE
LONG
ENOUGH
sp
TO
US
sp
AN
sp
APPRAISAL
TO
HE
GIVE
sp
US
HE
STILL
GIVE
US
THE
TARGETS
sp
OKAY
AND
sp
I
sp
WAS
IN
sp
LAST
sp
WEEK
sp
BOTH
SATURDAY'S
BEFORE
sp
I
CAME
HERE
sp
AND
sp
WE
WENT
sp
THROUGH
WE'D
sp
ACHIEVED
sp
ALL
sp
TARGETS
ALRIGHT
SO
THAT'S
KIND
OF
AN
IDEAL
SCENARIO
sp
AN
sp
INTERVIEW
SITUATION'S
sp
BEEN
VERY
CLEARLY
SET
sp
PERFECT
sp
WHAT
ABOUT
sp
THE
REST
OF
YOU
sp
HEIDI
DO
YOU
KNOW
HOW
YOU
DO
ONLY
sp
BECAUSE
sp
I'VE
sp
JUST
sp
HAD
MY
sp
APPRAISAL
sp
RIGHT
sp
SO
ONLY
sp
BECAUSE
OF
THAT
sp
AND
WHAT
sp
THEY
sp
SAID
IN
THAT
sp
TOTALLY
sp
SHOCKED
ME
sp
BECAUSE
sp
ERM
I
sp
HE
HADN'T
GIVEN
ME
ANY
sp
FEEDBACK
sp
ABOUT
sp
HOW
sp
I
sp
WAS
DOING
sp
ON
AN
ONGOING
BASIS
sp
YES
DO
sp
YOU
THINK
IT'S
sp
RIGHT
THEN
THAT
AN
APPRAISAL
SHOULD
COME
UP
WITH
THOSE
SURPRISES
sp
FOR
sp
YOU
NO
sp
WHY
sp
BECAUSE
YOU
sp
SHOULD
sp
BE
sp
TOLD
sp
CONSTANTLY
sp
THROUGHOUT
THE
YEAR
sp
AND
THERE
SHOULD
sp
BE
SOME
KIND
OF
sp
RE
ASSESSMENT
sp
RIGHT
DOES
sp
ANYBODY
GET
THAT
sp
NO
sp
ANYBODY
AT
ALL
THE
TARGETS
I
WAS
GIVEN
sp
LAST
YEAR
sp
IN
sp
MY
APPRAISAL
sp
WEREN'T
COVERED
sp
AT
sp
ALL
sp
THIS
YEAR
IN
MY
sp
APPRAISAL
BY
sp
THE
MANAGER
YES
THEY
sp
WERE
ONLY
BROUGHT
UP
BY
sp
ME
YES
sp
WAS
IT
WAS
IT
A
DIFFERENT
MANAGER
sp
IT
sp
WAS
sp
BUT
HE
HAD
sp
THE
SHEET
IN
sp
FRONT
OF
HIM
WHICH
HAD
sp
MY
TARGETS
sp
SET
ON
sp
IT
POSSIBLY
A
LACK
sp
OF
sp
PLANNING
sp
THERE
sp
ANYBODY
ELSE
I
MEAN
WE'VE
HAD
sp
THE
ERM
sp
THE
FORMAL
sp
TARGET
sp
SETTING
AND
sp
WE'VE
MENTIONED
APPRAISALS
sp
I
sp
MEAN
WHETHER
IT'S
sp
GOOD
FEEDBACK
OR
sp
BAD
sp
FEEDBACK
sp
DO
YOU
GET
AN
OTHER
sp
FEEDBACK
ON
A
LESS
sp
FORMAL
BASIS
sp
MM
WE
sp
GET
BAD
FEEDBACK
YES
sp
WHAT
sp
DO
YOU
GET
CRITICISMS
sp
YOU
sp
KNOW
sp
CRITICISM
sp
WHAT
FORM
DOES
THAT
sp
TAKE
WHAT
ARE
sp
YOU
sp
GOING
TO
sp
DO
ABOUT
IT
ON
THE
SHOP
sp
FLOOR
IT'S
sp
IT'S
NOT
DONE
sp
PROPERLY
sp
WE
GET
sp
BOTH
sp
MM
sp
THE
sp
FORMAL
AND
THE
INFORMAL
sp
I'VE
NEVER
sp
IN
ALL
sp
THE
sp
TIME
sp
THAT
I'VE
BEEN
sp
WITH
THE
COMPANY
I'VE
NEVER
HAD
sp
ANY
sp
POSITIVE
sp
FEEDBACK
sp
AT
ALL
sp
ALTHOUGH
sp
I'VE
HAD
FORM
sp
NOBODY'S
sp
EVER
sp
TOLD
sp
ME
ANYTHING
sp
THAT
sp
I
sp
SHOULD
sp
BE
DOING
sp
PEOPLE
sp
COME
ROUND
AND
sp
SAY
sp
YOU
sp
HAVEN'T
sp
DONE
THAT
ERM
sp
WHY'S
sp
THAT
LIKE
THAT
sp
THEY
DON'T
TELL
sp
YOU
sp
HOW
TO
CORRECT
sp
IT
sp
SO
sp
OFTEN
YOU
KNOW
sp
YOU
DON'T
sp
YOU
DON'T
KNOW
sp
HOW
sp
TO
AVOID
sp
MAKING
THE
SAME
MISTAKE
sp
NEXT
TIME
RIGHT
sp
AND
sp
YOU
KNOW
YOU
sp
KNOW
sp
WHAT'S
THE
sp
POINT
OF
COMING
ROUND
AND
GIVING
sp
YOU
A
sp
BOLLOCKING
sp
IF
NOBODY'S
GOING
TO
TELL
YOU
WHY
sp
I
sp
HAVEN'T
I
HAVEN'T
HAD
sp
ANY
sp
POSITIVE
sp
FEEDBACK
sp
AT
sp
ALL
sp
IN
sp
ALL
THE
TIME
sp
THAT
I'VE
BEEN
THERE
ERM
I'M
IN
NO
sp
MAN'S
LAND
AT
sp
THE
MOMENT
BECAUSE
I'M
LIKE
sp
BETWEEN
sp
BETWEEN
SORT
OF
LIKE
sp
BRANCHES
sp
APPRAISALS
ARE
COMING
sp
UP
sp
HOW
sp
CAN
I
HAVE
sp
AN
APPRAISAL
sp
I
WON'T
HAVE
ANYTHING
RAY
sp
WELL
I
sp
THINK
I'VE
BEEN
sp
RATHER
sp
MORE
sp
FORTUNATE
sp
THE
TWO
BRANCH
sp
MANAGERS
sp
I'VE
sp
HAD
ER
sp
BEFORE
I'D
NOT
sp
HAD
sp
LONG
ENOUGH
ER
sp
BOTH
HAVE
sp
GIVEN
sp
ALBEIT
NOT
REGULAR
BUT
sp
FEEDBACK
sp
BOTH
sp
POSITIVE
AND
NEGATIVE
ER
sp
WHEN
sp
YOU'RE
DOING
A
GOOD
JOB
AND
WHEN
YOU'RE
DOING
A
BAD
sp
JOB
sp
AND
ER
sp
IN
ALL
HONESTY
IT'S
PROBABLY
THE
APPRAISAL
ITSELF
THAT'S
ACTUALLY
sp
BEEN
sp
UNNECESSARY
BECAUSE
OF
THEIR
FEEDBACK
THEY'RE
GIVEN
ME
DURING
THE
YEAR
BECAUSE
THE
sp
APPRAISAL
IS
JUST
sp
A
sp
FORMAL
sp
REPETITION
OF
sp
WHAT'S
sp
ALREADY
BEEN
SAID
sp
YES
I
sp
THINK
THAT'S
sp
RIGHT
I
sp
THINK
A
LOT
OF
sp
PEOPLE
QUESTION
sp
THE
VALIDITY
OF
APPRAISALS
BECAUSE
YOU
SHOULDN'T
sp
BE
sp
LEARNING
sp
ANYTHING
sp
NEW
YOU
KNOW
SHOULD
THERE
sp
BE
AN
sp
APPRAISAL
sp
YOU
SHOULDN'T
sp
BE
BUT
sp
THAT'S
NOT
MY
sp
EXPERIENCE
NO
AH
sp
ERM
BUT
DO
sp
YOU
THINK
THAT
sp
SORRY
sp
DO
YOU
THINK
THE
APPRAISAL
ITSELF
BECAUSE
IT'S
AN
sp
ANNUAL
sp
EVENT
sp
ER
sp
SOME
BRANCH
MANAGERS
WILL
sp
GET
TO
sp
YOU
sp
WITH
WHAT
TURNS
sp
OUT
TO
sp
BE
sp
THE
sp
PERFORMANCE
sp
REVIEW
AND
THEREFORE
sp
NOT
DOING
IT
DURING
THE
YEAR
BECAUSE
sp
OF
THE
APPRAISAL
IT'S
sp
A
POSSIBILITY
THAT
SOME
MAY
sp
THINK
sp
THAT
BUT
sp
I
CAN'T
BELIEVE
sp
THAT
WITH
sp
THE
MANAGEMENT
sp
SKILLS
sp
TRAINING
THAT
sp
THEY'VE
sp
RECEIVED
UP
UNTIL
sp
UP
TO
THAT
LEVEL
THAT
sp
THEY
CAN
STILL
HONESTLY
THINK
THAT'S
sp
CORRECT
sp
BUT
UNDOUBTEDLY
NO
I
THINK
sp
IN
OTHER
sp
CASES
THEY
sp
JUST
sp
CAN'T
sp
BE
BOTHERED
TO
sp
GIVE
YOU
FEEDBACK
sp
SORRY
THAT'S
sp
A
VERY
NEGATIVE
sp
THING
TO
sp
SAY
sp
BUT
BUT
sp
THEY
DON'T
SEE
YOU
AS
MUCH
AS
HIS
SECRETARY
sp
DOES
EITHER
DO
sp
THEY
THEY
DON'T
sp
HAVE
sp
AS
MUCH
sp
TO
DO
WITH
YOU
I
sp
MEAN
MY
BRANCH
sp
MANAGER
sp
DOESN'T
sp
KNOW
WHAT
sp
DIVISION
HE'S
IN
BUT
YOUR
FRESH
DEPUTY
SHOULD
BE
THE
ONE
WHO'S
GIVING
YOU
THE
FEEDBACK
I
MEAN
sp
ALL
THE
TIME
I
WAS
ON
PROVISIONS
IN
MY
LAST
sp
DEPARTMENT
AND
sp
NOBODY
EVER
sp
TOLD
sp
ME
HOW
I
WAS
sp
DOING
sp
BESIDES
YOU
KNOW
IT'S
TOO
TRIVIAL
sp
THERE'S
TOO
MANY
IMPORTANT
sp
THINGS
LIKE
WHY
HAVEN'T
YOU
GOT
THE
SPECIAL
OFFER
ON
DISPLAY
TO
EVEN
BOTHER
TO
sp
TELL
WHY
YOU'RE
NOT
sp
WHY
YOU'RE
NOT
sp
PERFORMING
OR
sp
IF
ANYTHING
ISN'T
GOING
sp
RIGHT
sp
AND
sp
IT'S
SO
sp
DEMOTIVATING
sp
LIKE
YOU
KNOW
HOW
sp
ARE
SUPPOSED
sp
TO
sp
GET
THE
BEST
sp
OUT
OF
sp
YOUR
STAFF
sp
IF
NOBODY
CAN
BE
BOTHERED
TO
sp
TELL
YOU
HOW
sp
YOU'RE
DOING
sp
THAT'S
sp
RIGHT
sp
YES
THAT'S
ONLY
sp
LIKE
sp
BY
THEY
SOUNDS
OF
THINGS
DOWN
THIS
WAY
UP
OUR
WAY
sp
THEY
ALL
sp
GIVE
sp
YOU
FEEDBACK
LIKE
sp
YOU
KNOW
sp
SEVERAL
BRANCHES
IN
sp
LIKE
THE
NORTH
sp
EVERY
BRANCH
I'VE
BEEN
sp
INTO
THERE'S
ALWAYS
BEEN
sp
POSITIVE
sp
FEEDBACK
sp
AND
sp
NEGATIVE
sp
AND
sp
POSITIVE
sp
THERE'S
ONLY
ONE
BRANCH
THAT
I'VE
sp
BEEN
sp
AND
THAT
WAS
BURY
sp
WAS
THAT
ALL
IN
ONE
DISTRICT
KENNY
sp
OR
WAS
sp
IT
sp
SPREAD
ACROSS
DISTRICTS
ERM
WELL
THE
NORTH
EAST
AND
ALL
sp
I
sp
FOUND
VERY
GOOD
sp
THE
sp
TWO
YORK
STORES
sp
HARROGATE
AND
sp
ERM
THAT'S
sp
WHERE
sp
I'VE
BEEN
sp
INVOLVED
sp
REALLY
AND
THEY'VE
sp
ALL
BEEN
sp
VERY
sp
GOOD
FOR
sp
THAT
sp
YES
sp
THEN
MAYBE
THAT'S
sp
THE
INFLUENCE
OF
AROUND
sp
THE
PLACE
THE
OTHER
NAMES
sp
WHAT
sp
ABOUT
sp
YOU
KNOW
sp
MY
OTHER
sp
TWO
OTHER
sp
BRANCHES
WERE
THE
SAME
I'M
sp
DOING
sp
A
sp
FREE
APPOINTMENT
sp
AT
sp
I'M
AT
sp
{GAP_ANONYMIZATION}
sp
AT
THE
MOMENT
sp
WE'RE
SUPPOSED
TO
GET
A
TWO
sp
WEEKLY
WHEN
YOU
sp
DO
A
FREE
APPOINTMENT
THEY'RE
SUPPOSED
TO
sp
SIT
DOWN
WITH
EVERY
TWO
WEEKS
sp
AND
TELL
sp
YOU
sp
HOW
YOU'RE
DOING
ERM
sp
IT
TOOK
IT
TOOK
A
WEEK
AND
A
HALF
BEFORE
THE
FRESH
FOODS
sp
SECRETARY
EVEN
sp
SPOKE
TO
ME
WHEN
I
sp
WENT
IN
sp
THIS
sp
PLACE
sp
TO
DO
sp
THE
FREE
APPOINTMENT
sp
NOBODY'S
sp
TOLD
ME
HOW
I'M
DOING
sp
SO
THEN
WHAT'S
THE
POINT
OF
DOING
THESE
sp
THINGS
IF
NOBODY'S
GOING
sp
GIVE
YOU
ANYTHING
sp
IT'S
JUST
A
WASTE
sp
OF
TIME
YOU
NEED
TO
sp
PUSH
FOR
sp
YOURSELF
sp
SOMETIMES
THOUGH
I
sp
THINK
A
LOT
OF
PEOPLE
IN
A
FREE
APPOINTMENT
sp
SITUATION
HAVE
sp
BEEN
STUCK
LIKE
sp
THAT
sp
BUT
sp
YOU'VE
sp
JUST
sp
GOT
TO
SQUEAK
AND
SHOUT
OUT
sp
MM
PUSH
FOR
YOUR
TRAINING
PUSH
sp
TO
BE
SPOKEN
TO
OH
YES
BUT
THEY'RE
GOING
ON
THAT'S
TO
SAKE
OF
FREE
AT
THE
MOMENT
SO
sp
THE
LAST
THING
THAT
THEY'RE
INTERESTED
IN
DOING
IS
TALKING
TO
ME
ABOUT
sp
IF
sp
I
KNOW
WHAT
I'M
DOING
sp
QUITE
HONESTLY
sp
DOES
STEVE
THE
sp
DISTRICT
MANAGER
sp
KNOW
ABOUT
sp
THIS
BECAUSE
HE'S
DEAD
AGAINST
ALL
THIS
HE
sp
WON'T
HAVE
NO
HE
KNOWS
NO
NO
sp
SORRY
HE
KNOWS
HE
KNOWS
ALL
ABOUT
IT
sp
HE'S
HAD
ME
THERE
sp
SPECIFICALLY
SO
I'M
JUST
WASTING
sp
MY
TIME
sp
I
THINK
IT
sp
IT
sp
DEPENDS
sp
ON
THE
sp
BRANCH
sp
THE
LAST
sp
BRANCH
I
WAS
IN
WAS
sp
VERY
sp
SMALL
sp
AND
I
GOT
A
LOT
OF
sp
FEEDBACK
sp
FROM
THEM
MY
FIRST
sp
DEPARTMENT
sp
AND
I
sp
WENT
sp
IN
AND
I
GOT
A
LOT
OF
sp
FEEDBACK
sp
FROM
MY
DEPUTY
AND
sp
THE
BRANCH
sp
MANAGER
TO
A
sp
CERTAIN
EXTENT
sp
AND
sp
I
DID
sp
GET
IT
sp
FROM
THE
sp
DISTRICT
sp
MANAGER
sp
AS
sp
WELL
sp
THEY
DO
WHEN
THEY
sp
CAME
IN
AND
THEY
WANT
sp
THE
sp
STALL
MADE
LIKE
sp
THIS
AND
THEY
sp
WOULD
SAY
sp
YOU
KNOW
sp
WELL
YOU
KNOW
sp
I'M
sp
PAYING
YOU
TO
sp
FINISH
sp
THAT
OFF
sp
YOU
KNOW
sp
HOW
sp
YOUR
NEXT
sp
YOUR
NEXT
sp
PRIORITY
sp
TO
DO
IS
THIS
sp
AND
THEY
EVENTUALLY
TOLD
ME
WHAT
THEY
WANTED
AND
YOU
sp
KNOW
sp
YOU
sp
GET
sp
ON
sp
WITH
sp
IT
sp
THEY
STARTED
sp
TO
ESPECIALLY
sp
TRAINEE
sp
MANAGERS
SPENDING
PERIODS
OF
sp
TIME
IN
sp
THE
sp
SMALLER
BRANCH
sp
AND
sp
THEY'VE
sp
GOT
TO
sp
GET
ON
WITH
sp
THAT
CONCERN
sp
BUT
I
THINK
sp
THERE
sp
ARE
sp
BENEFITS
sp
SINCE
THEY'VE
BEEN
DOING
sp
THAT
TURNING
sp
THAT
ISSUE
ON
ITS
sp
HEAD
sp
WE'RE
TALKING
ABOUT
sp
WHAT
sp
FEEDBACK
OR
THE
LACK
sp
OF
sp
FEEDBACK
YOU
YOURSELF
HAVE
sp
RECEIVED
sp
HOW
DO
YOU
GIVE
FEEDBACK
TO
YOUR
STAFF
sp
HOW
DO
YOU
TELL
THEM
sp
HOW
WELL
sp
OR
HOW
BADLY
sp
THEY'RE
DOING
sp
JUST
sp
TELL
sp
THEM
IF
HE'S
GOT
A
JOB
THERE
AND
HE'S
DONE
IT
WELL
OR
HE'S
sp
DONE
IT
BADLY
sp
TELL
HIM
HE'S
DONE
IT
BADLY
sp
TELL
THEM
WHERE
THEY'VE
GONE
WRONG
AND
TELL
THEM
sp
WHAT
THEY
SHOULD
DO
sp
TO
PUT
IT
RIGHT
sp
GIVE
US
sp
GIVE
AN
EXAMPLE
OF
sp
THAT
THEN
BECAUSE
I
HAVE
I
sp
HAVE
ONE
sp
FELLAH
IN
PARTICULAR
ERM
I'M
sp
THE
MEAT
MANAGER
AND
sp
HE
PUTS
sp
THE
HAM
AWAY
THE
sp
MESS
sp
EVERY
TIME
HE
DOES
IT
sp
SO
I
I
TELL
HIM
sp
AND
I
SHOW
HIM
HOW
TO
sp
DO
IT
sp
BUT
STILL
sp
HE
CONSISTENTLY
DOES
IT
WRONG
sp
YOU
KNOW
RIGHT
sp
SO
WHEN
YOU'RE
ACTUALLY
TELLING
HIM
WHAT
DO
YOU
sp
SAY
I
sp
SHOW
sp
HIM
sp
I
SHOW
HIM
THE
WAY
I
DO
IT
AND
sp
GO
THROUGH
IT
WITH
HIM
sp
MHM
AND
sp
SHOW
HIM
THIS
IS
sp
THE
WAY
YOU
SHOULD
sp
DO
IT
sp
BUT
IT'S
sp
STILL
sp
WRONG
sp
WHAT
sp
ABOUT
THE
REST
OF
YOU
HOW
DO
YOU
GIVE
sp
FEEDBACK
sp
A
DAILY
sp
MEETING
sp
REALLY
A
DAILY
MEETING
sp
HOW
DO
THEY
WORK
YES
THE
FRESH
FOODS
MANAGER
WILL
WALK
US
ROUND
WITH
THE
STORE
MANAGER
IN
sp
THE
MORNING
AND
sp
WE
HAVE
sp
ER
WHATEVER
THEY
SAY
sp
WE
HAVE
A
MEETING
sp
AND
I
HAVE
sp
FEEDBACKS
sp
TO
START
sp
AND
I
SAY
WHAT
I'M
sp
HAPPY
sp
WITH
AND
sp
WHAT
sp
I'M
NOT
I'M
IN
THE
BAKERY
SO
IF
sp
STUFF'S
sp
RUBBISH
I
TELL
THEM
sp
IF
IT'S
sp
GOOD
I
TELL
THEM
sp
AND
sp
THEN
THEY
SAY
sp
WELL
FINE
sp
IF
IF
THEY
HAVE
ANY
PROBLEMS
WE
sp
TAKE
IT
sp
RIGHT
OR
sp
WRONG
sp
AND
sp
HOW
DOES
THAT
GO
DOWN
sp
YES
sp
FINE
BECAUSE
THEY
CAN
RAISE
ANY
ISSUES
sp
ON
A
REGULAR
sp
BASIS
sp
WHAT
sp
DO
sp
THE
REST
OF
YOU
THINK
ABOUT
sp
THAT
sp
THAT
PERHAPS
IT'S
sp
EASIER
TO
sp
DO
IN
A
SMALLER
sp
DEPARTMENT
I
MEAN
I'VE
GOT
CHECKOUTS
AND
sp
THE
MAJORITY
OF
sp
MY
STAFF
ARE
sp
PART
TIME
AND
I'VE
sp
ONLY
sp
GOT
sp
THREE
FULL
TIMERS
sp
SO
IT'S
sp
QUITE
OFTEN
sp
THE
sp
CASE
sp
THAT
AT
NINE
sp
THIRTY
sp
ONE
sp
THIRTY
sp
FIVE
sp
THIRTY
EIGHT
sp
THIRTY
IT'S
A
sp
CASE
sp
OF
sp
COMING
IN
AND
THEN
sp
RELIEVING
sp
SOMEBODY
ELSE
STRAIGHT
sp
AWAY
sp
YOU
DON'T
NECESSARILY
HAVE
sp
THE
sp
TIME
TO
sp
SPEND
sp
WITH
sp
THEM
HOW
DO
sp
YOU
DO
IT
sp
HOW
TO
DO
YOU
sp
COPE
sp
WITH
sp
THAT
IT'S
VERY
DIFFICULT
BECAUSE
YOU'RE
sp
AGAIN
I
MEAN
WE'RE
SAYING
THAT
WE
DON'T
sp
GET
POSITIVE
FEEDBACK
HOW
MANY
OF
US
TRUTHFULLY
GIVE
sp
POSITIVE
sp
FEEDBACK
sp
THROUGH
TO
sp
OUR
sp
STAFF
sp
GO
ON
RAISE
LET'S
HAVE
A
HANDS
THEN
HOW
sp
MANY
GIVE
POSITIVE
FEEDBACK
TO
sp
YOUR
sp
STAFF
sp
DO
sp
YOU
sp
THINK
sp
HALF
THE
TIME
I
WOULD
SAY
sp
YES
YOU
SAID
THAT
sp
IN
sp
OUR
NEWSLETTER
BECAUSE
sp
OUR
sp
CHECKOUT
MANAGER
SAID
sp
THAT
sp
SHE'S
FOUND
LIFE
sp
EXTREMELY
sp
DIFFICULT
sp
WITH
ALL
sp
THE
sp
CHANGES
sp
OF
sp
SHIFTS
sp
AND
sp
THAT
sp
IN
HER
sp
DEPARTMENT
sp
THEY
sp
HAVE
sp
LOTS
sp
OF
PROBLEMS
sp
SO
SHE'S
GOT
LIKE
sp
A
sp
PRO
sp
FORMA
sp
CHECKOUT
sp
NEWS
sp
AND
sp
SHE
ASKS
sp
THEM
FOR
THINGS
sp
THAT
sp
GO
INTO
sp
THIS
sp
THAT
sp
THEY
YOU
sp
KNOW
THAT
sp
THEY
WANT
sp
BRINGING
UP
AND
sp
SPECIFIC
sp
THINGS
THAT
THEY'RE
HAVING
DIFFICULTY
sp
WITH
I
MEAN
SHE'LL
sp
PUT
IT
IN
sp
THE
sp
PROPER
sp
PROCEDURE
sp
AND
THEN
sp
SHE'LL
PUT
LIKE
OPERATOR
sp
PERFORMANCE
AND
THINGS
THAT
HAVE
ERM
WE
HAVE
sp
ERM
WE
CAN'T
PUT
sp
OPERATOR
sp
PERFORMANCE
ANY
sp
MORE
ON
sp
OUR
DISTRICT
BECAUSE
WE'VE
sp
JUST
ERM
sp
STOPPED
THAT
sp
IT
DOESN'T
sp
YOU
sp
KNOW
sp
THEY
DON'T
APPLY
sp
IT
TO
sp
PERFORMANCE
sp
ANY
MORE
AS
sp
FAR
AS
sp
THAT
GOES
BUT
ERM
sp
I
HAVE
sp
GOT
sp
THREE
REPRESENTATION
sp
THREE
REPRESENTATIVES
WHICH
sp
THE
CHECKOUT
sp
PEOPLE
NOMINATED
sp
THEMSELVES
AND
sp
I
sp
HAVE
A
MONTHLY
MEETING
WITH
THOSE
sp
TO
sp
COME
UP
sp
WITH
sp
ANY
sp
PROBLEMS
sp
BUT
sp
IT'S
STILL
YOU
sp
KNOW
THAT'S
sp
TACKLING
ONE
sp
ISSUE
sp
YOU'VE
sp
STILL
sp
GOT
sp
THE
PROBLEM
sp
OF
ADDRESSING
PRAISE
BECAUSE
QUITE
OFTEN
sp
YOU'VE
ONLY
IF
sp
YOU'VE
GIVEN
SOMEBODY
A
SPECIFIC
sp
TASK
sp
THEN
IT'S
EASY
TO
sp
PRAISE
sp
OR
NOT
sp
TO
PRAISE
sp
IN
THAT
SITUATION
BUT
IF
THEY'VE
JUST
COME
IN
DONE
THEIR
JOB
AND
sp
GONE
sp
HOME
sp
YOU
KNOW
sp
JUST
SAT
sp
ON
A
CHECKOUT
sp
FOR
FOUR
HOURS
RIGHT
IT'S
sp
MY
sp
TIME
TO
LEAVE
sp
THEN
IF
THEY'VE
DONE
NOTHING
OUT
sp
OF
THE
sp
BLUE
EXTRAORDINARY
sp
SO
sp
THEY
DON'T
sp
DO
ANYTHING
WRONG
sp
OR
YOU
sp
KNOW
sp
THEY
DON'T
DO
ANYTHING
BETTER
OR
WORSE
sp
YOU
KNOW
THEY
JUST
sp
DO
THEIR
JOB
DON'T
sp
THEY
YES
IT'S
sp
EASY
TO
sp
COMMENT
sp
ON
sp
THEIR
sp
PERFORMANCE
sp
IF
sp
YOU'VE
STOOD
sp
BY
AND
WATCHED
THEIR
SHIFT
WHAT
ABOUT
sp
THOSE
OF
sp
YOU
THAT
SAY
YOU
sp
DON'T
GIVE
POSITIVE
sp
FEEDBACK
sp
ALEX
I
sp
NOTICE
YOU
sp
WERE
ONE
WELL
I
SOMETIMES
DO
WHEN
ER
sp
IF
I
sp
HAVE
A
TENDENCY
WHEN
sp
IT'S
sp
WHEN
IT'S
sp
RIGHT
sp
TO
sp
PRAISE
INSTANTLY
sp
WHEN
IT'S
sp
RIGHT
AND
WHEN
IT'S
WRONG
sp
YOU
KNOW
WHEN
sp
YOU
GO
STRAIGHT
THERE
sp
AND
sp
SOMETIMES
YOU
GET
IT
sp
IT'S
NOT
CONSTRUCTIVE
sp
YOU
KNOW
BUT
IF
I'M
GETTING
sp
JUMPED
ON
sp
I
TEND
sp
TO
sp
PERHAPS
sp
JUMP
sp
JUMP
DOWN
ON
THE
sp
PEOPLE
BELOW
sp
ME
YES
sp
YES
SO
sp
SOMETIMES
IT
sp
HAS
A
sp
TENDENCY
sp
TO
SEEM
LIKE
YOU'RE
sp
BLOWING
HOT
AND
sp
COLD
sp
IT'S
LIKE
A
KICK
THE
CAT
sp
SYNDROME
ISN'T
IT
YES
IT'S
SORT
OF
LIKE
OH
sp
WHAT'S
HIS
FACIAL
EXPRESSION
sp
OH
sp
RIGHT
EVERYBODY'S
HEAD
DOWN
HERE
HE
COMES
sp
YES
sp
OH
HE'S
GOT
A
SMILE
ON
HIS
FACE
sp
OH
WE'RE
ALRIGHT
sp
SOMETIMES
sp
IT'S
sp
DIFFICULT
sp
IT
ALL
DEPENDS
ON
sp
THE
REACTION
THAT
sp
YOU
sp
GET
FROM
sp
YOUR
sp
YOUR
sp
BOSS
sp
YOUR
SUPERIORS
PARTICULARLY
YES
sp
THEY
sp
VERY
ERM
CAN
FOR
VOLUNTEERS
sp
PLEASE
sp
IT'S
VERY
STRAIGHTFORWARD
sp
AND
RACHEL
sp
YOU
sp
CAN
sp
SAY
WHAT
sp
YOU
sp
WANT
sp
YOU
sp
LIKE
sp
HOLD
sp
THAT
sp
IAN
OKAY
sp
COULD
YOU
ALL
PLEASE
JUST
DRAW
sp
A
sp
HOUSE
sp
RACHEL
sp
IAN
GARY
sp
PETE
sp
JUST
THOSE
sp
FOUR
sp
OF
sp
YOU
sp
IF
sp
YOU
JUST
DRAW
A
HOUSE
sp
PLEASE
sp
JUST
A
sp
QUICK
HOUSE
IT
sp
DOESN'T
HAVE
sp
TO
sp
BE
A
MASTERPIECE
RIGHT
sp
ALL
sp
FINISHED
sp
YES
sp
THERE
sp
WE
sp
GO
YES
VERY
NICE
ALL
sp
FINISHED
sp
FINISHED
RIGHT
THAT
IS
THE
sp
CRAPPIEST
HOUSE
THAT
I'VE
EVER
sp
SEEN
sp
IT'S
JUST
A
WASTE
sp
OF
TIME
NOW
THAT
sp
THAT'S
BRILLIANT
sp
I
sp
JUST
sp
THINK
THAT'S
sp
BRILLIANT
sp
THAT'S
sp
GREAT
sp
THANK
YOU
VERY
sp
MUCH
sp
LET'S
HAVE
sp
A
LOOK
AT
THIS
sp
ONE
I
sp
THINK
sp
THAT'S
sp
VERY
sp
GOOD
sp
I
sp
PARTICULARLY
LIKE
THE
sp
WAY
sp
YOU'VE
sp
GOT
THE
sp
PATH
sp
COMING
DOWN
sp
FROM
IT
I
THINK
sp
MAYBE
YOU
COULD
sp
DO
WITH
sp
A
LITTLE
sp
MORE
sp
SYMMETRY
sp
PARTICULARLY
ON
sp
THE
sp
ROOF
sp
AREA
sp
BUT
GENERALLY
I
sp
THINK
THAT'S
VERY
sp
GOOD
sp
THANK
sp
YOU
sp
RIGHT
sp
WHAT
HAPPENED
THERE
THE
sp
FOUR
OF
YOU
HOW
sp
DID
YOU
sp
FEEL
sp
HOW
DID
YOU
FEEL
sp
GARY
sp
WELL
I'M
QUITE
HONESTLY
THAT'S
ALL
THERE
IS
sp
I
CAN'T
QUITE
sp
WORK
sp
IT
OUT
NO
sp
SERIOUSLY
YOU
GET
SO
MUCH
SHIT
AT
WORK
IF
YOU
TOOK
IT
ALL
TO
HEART
sp
YOU
KNOW
YOU'D
JUST
sp
CRACK
sp
UP
sp
AND
sp
THE
WAY
I
DEAL
WITH
sp
STRESS
sp
LIKE
YOU
sp
KNOW
sp
SOMEONE'S
sp
MADE
MY
sp
DAY
WATER
OFF
sp
A
DUCK'S
BACK
DO
YOU
THINK
THAT'S
THE
CASE
sp
FOR
ALL
sp
YOUR
sp
STAFF
ERM
sp
NOT
REALLY
sp
WELL
SO
sp
SOMETIMES
sp
I'D
sp
SAY
SOMETIMES
YES
THEY'D
SAY
sp
IT'S
WATER
OFF
TH
THEIR
BACK
AS
sp
WELL
sp
SOMETIMES
YES
AND
ESPECIALLY
WHEN
THEY'RE
JUNIORS
YES
TUESDAYS
THE
sp
ACCOUNTS
sp
MANAGER
I
THINK
IF
EVERYBODY
WANTS
TO
GET
THAT
sp
REACTION
IF
THAT'S
sp
THE
REGULAR
REACTION
THAT
THEY
GET
sp
YOU
KNOW
sp
PEOPLE
DUMPING
ON
THEM
ALL
sp
THE
TIME
IT
IS
sp
WATER
OFF
sp
A
DUCK'S
BACK
YOU
TAKE
IT
MORE
YOU
sp
TAKE
IT
MORE
ON
BOARD
IF
IT
IS
AN
OCCASIONAL
sp
THING
sp
YES
sp
SO
THEY
START
TO
BECOME
IMMUNE
TO
IT
YES
AND
THIS
IS
sp
THE
PROBLEM
YES
IT'S
sp
INCONSISTENT
sp
THINGS
sp
IT'S
sp
LIKE
REGULAR
sp
IT'S
JUST
EXPECTED
sp
IT'S
LIKE
sp
BEATING
A
DOG
ISN'T
IT
YOU
sp
DO
IT
ALL
sp
THE
TIME
sp
THEY'RE
CONDITIONED
TO
sp
IT
IN
THE
sp
END
DO
YOU
THINK
IT'S
GOOD
THAT
PEOPLE
CAN
GET
TO
THAT
sp
STAGE
NO
sp
BECAUSE
THERE'S
ER
IT'S
sp
ONLY
sp
ONE
STEP
sp
AWAY
sp
FROM
NOT
CARRYING
sp
OUT
THE
JOB
AT
ALL
sp
WHEN
NO
BECAUSE
YOU
sp
EXPECT
SOMEBODY
TO
TAKE
sp
PRIDE
IN
WHAT
THEY
DO
sp
MEANS
sp
THE
JOB
DOESN'T
GET
AS
sp
WELL
sp
THEN
I
JUST
sp
THINK
THAT
EVEN
WITH
WHAT
YOU'RE
sp
SAYING
BECAUSE
sp
WITH
HIS
sp
WITH
sp
WHAT
sp
WITH
sp
GARY'S
OWN
sp
BECAUSE
sp
THEY
sp
SAY
sp
ESPECIALLY
WITH
sp
THE
STUDENTS
sp
IT'S
sp
WATER
OFF
sp
A
sp
DUCK'S
sp
BACK
sp
BUT
I
DON'T
sp
THINK
I
sp
THINK
THE
sp
STUDENTS
sp
TAKE
A
REAL
PRIDE
IN
WHAT
THEY'RE
DOING
IN
OUR
PLACE
sp
CERTAIN
ONES
DO
AND
THEY'RE
NOT
JUST
sp
DOING
IT
sp
FOR
THE
MONEY
sp
BECAUSE
sp
YOU
KNOW
sp
IF
YOU
JUST
SORT
OF
sp
GIVE
THEM
A
MUNDANE
sp
TASK
sp
LIKE
sp
TROLLEYS
sp
FOR
EXAMPLE
sp
THEY'RE
sp
BANGING
ON
sp
THE
DOOR
YOU
KNOW
WHEN
CAN
I
sp
GET
OFF
sp
THIS
sp
WHEN
AM
I
GOING
sp
TO
GET
SOME
sp
RESPONSIBILITY
sp
I
DON'T
WANT
IT
I'M
NOT
sp
HERE
JUST
sp
TO
sp
GO
AND
sp
COLLECT
TROLLEYS
FOR
sp
FOUR
HOURS
AND
THE
GET
sp
REALLY
sp
PISSED
OFF
sp
WITH
sp
IT
sp
SO
I'M
sp
DISAGREEING
WITH
sp
WHAT
YOU'RE
sp
SAYING
BECAUSE
YOU
YOU'RE
sp
TARRING
THEM
ALL
WITH
sp
THE
SAME
sp
BRUSH
I'D
LIKE
sp
TO
I
KNOW
THAT'S
WHAT
I'M
SAYING
YOU
CAN'T
GENERALISE
LIKE
THAT
WHAT
{GAP_ANONYMIZATION}
sp
WAS
SAYING
COMPLETELY
sp
YES
sp
I
sp
AGREE
sp
WELL
sp
MAYBE
THERE'S
sp
A
DIFFERENCE
sp
BETWEEN
sp
I
sp
MEAN
ARE
YOU
ALL
IN
sp
LIKE
sp
LONDON
THEN
NO
sp
OURS
sp
DON'T
SEEM
sp
TO
CARE
ABOUT
WHAT
THEY
sp
DO
YOUR
S
DO
sp
YES
BUT
sp
THAT'S
sp
PROBABLY
sp
I
sp
MEAN
I'M
TRYING
sp
TO
INSTIL
sp
THAT
sp
IT'S
sp
GOT
sp
TO
sp
BE
sp
DONE
RIGHT
INTO
THEM
I'VE
HAD
TWO
sp
STUDENTS
AND
THE
REST
OF
THE
STORES
sp
HAVE
HAD
sp
TWO
ALRIGHT
sp
THAT'S
sp
WHY
sp
I'M
I'M
DESPERATE
FOR
sp
SOMEBODY
AND
I'LL
TAKE
THEM
I'LL
TELL
YOU
sp
WHAT
THEY'RE
THE
BEST
DAMN
sp
STUDENTS
I'VE
sp
EVER
sp
HAD
YOU
CAN'T
GENERALISE
STUDENTS
BECAUSE
SOME
OF
OUR
sp
STUDENTS
ARE
EXCELLENT
sp
I'M
QUITE
HAPPY
sp
WITH
MINE
sp
THEY
DO
THE
sp
BUSINESS
sp
THERE'S
ONE
sp
STUDENT
IN
OUR
BRANCH
sp
AND
SHE
RUNS
THE
sp
PROVISIONS
DEPARTMENT
sp
IN
BOLTON
sp
YES
sp
WHO
sp
WHO
SAID
ANYTHING
MANAGEMENT
WISE
THAT
HAD
TO
sp
BE
DONE
sp
AND
SHE'S
sp
JUST
A
STUDENT
YES
AND
YOU
DO
GET
THEM
sp
BUT
I
UNDERSTAND
A
LOT
OF
THEM
A
sp
MAJORITY
OF
THEM
sp
NOW
ER
THE
UNIVERSITY
STUDENTS
OR
WHAT
sp
HAVE
YOU
THEY
DON'T
WANT
sp
TO
DO
THE
OVERTIME
sp
BECAUSE
THEY'VE
GOT
TO
STUDY
sp
RIGHT
sp
THEY
COME
IN
sp
THEY
DO
THE
JOB
AND
sp
THEY
JUST
DON'T
WANT
ANY
STRESS
sp
BUT
IT'S
sp
THE
WORKING
WITH
THEM
sp
YOU
KNOW
YOU'VE
GOT
TO
TRY
AND
WORK
sp
WITH
THEM
HE'S
GOT
TO
sp
GO
ROUND
MAY
BE
EVERY
FIVE
MINUTES
sp
AND
MAKE
SURE
THEY'VE
PUT
IT
OUT
OTHERWISE
sp
HE'S
GOING
TO
STAND
THERE
DOING
HIS
UNIVERSITY
WORK
sp
YOU
KNOW
sp
IT'S
sp
I
THINK
IN
DIFFERENT
AREAS
sp
IT'S
sp
TRUE
IT'S
I
THINK
IT'S
COMPLETELY
sp
OVER
THE
sp
TOP
sp
I
sp
DID
sp
OTHER
WORK
sp
AT
LEAST
sp
WE'VE
GOT
A
LOT
OF
DIFFERENT
sp
OPINIONS
THERE
I
MEAN
sp
FROM
MY
PERSONAL
sp
EXPERIENCE
sp
WHEN
I
WAS
sp
A
CUSTOMER
sp
SALES
MANAGER
sp
MY
MY
sp
STUDENTS
sp
OR
PARTICULARLY
sp
SOME
sp
OF
sp
THEM
sp
WELL
I
WOULD
SAY
sp
THE
sp
BRIGHTEST
sp
KIND
OF
sp
PEOPLE
IN
THE
BRANCH
sp
AND
THEY
HAD
THE
sp
MOST
sp
ATTENTION
AND
sp
IT'S
VERY
sp
EASY
sp
I
THINK
TO
sp
WRITE
THEM
OFF
sp
YES
YES
sp
THEY
sp
HAVE
sp
ER
A
sp
TEMPORARY
sp
STUDENT
AND
THEY
ASKED
HIM
sp
TO
sp
LEAVE
sp
US
HE'S
THERE'S
NO
WORK
FOR
sp
HIM
LIKE
sp
BUT
I'VE
GOT
THIS
OTHER
sp
KID
sp
HE'S
sp
TWENTY
EIGHT
AND
HE'S
sp
ABSOLUTELY
A
sp
WASTE
sp
OF
TIME
HE
DOESN'T
KNOW
sp
ANYTHING
ABOUT
IT
I
CAN'T
DO
ANYTHING
WITH
HIM
sp
YET
THIS
OTHER
sp
KID'S
sp
ABSOLUTELY
sp
BRILLIANT
sp
AND
I
sp
THINK
IT'S
A
SHAME
THAT
I'VE
HAD
TO
LEAVE
LIKE
LET
sp
THE
sp
TEMPS
sp
GO
sp
SO
THESE
sp
PLONKERS
sp
CAN
STOP
HERE
sp
THERE
IS
A
sp
LOT
THERE
IS
A
sp
LOT
OF
TENSION
THERE
sp
ISN'T
THERE
IT'LL
HAVE
TO
BE
SORTED
sp
OUT
YES
sp
THERE
sp
IS
A
LOT
OF
TENSION
SOMEWHERE
I
THINK
THAT'S
WHAT
IT'S
LIKE
ON
CUSTOMER
SERVICES
WHEN
I
WAS
A
TRAINEE
I
THINK
IT'S
LIKE
THAT
WITH
sp
OTHER
STUDENTS
sp
AS
WELL
SAY
THAT
AGAIN
{GAP_ANONYMIZATION}
sp
THEY'RE
sp
ALWAYS
BE
OTHER
STUDENTS
THAT
WILL
ALWAYS
sp
GO
ALONG
sp
YOU
KNOW
sp
BE
ON
sp
THE
CLOCK
MM
HOW
MANY
OF
YOU
HAVE
BEEN
STUDENTS
THEN
A
LOT
OF
THEM
HAVE
GOT
sp
HAVE
GOT
SOME
sp
CHANCE
IT'S
OBVIOUS
sp
YOU
KNOW
YOU'VE
GOT
TO
TACKLE
sp
IT
sp
RIGHT
I
WAS
NO
I
WASN'T
I
WAS
WORKING
AT
SAINSBURY
sp
S
sp
HOW
sp
HOW
MANY
HAVE
YOU
BEEN
sp
STUDENTS
NOT
FOR
SAINSBURY
S
NOT
FOR
SAINSBURY
S
sp
BUT
WELL
sp
WERE
YOU
A
sp
PLONKER
WHEN
sp
YOU
STARTED
sp
NO
IT'S
JUST
A
BUT
HE
sp
WAS
sp
YOU
KNOW
I
sp
WAS
FAIRLY
SLOW
AND
sp
THEN
I
WENT
ON
sp
I
sp
FOLLOWED
sp
ERM
I
ENDED
UP
SLIGHTLY
AS
sp
WELL
ERM
sp
THEN
I
sp
WENT
sp
TO
sp
COLLEGE
sp
UP
TO
THE
AGE
OF
EIGHTEEN
sp
ERM
sp
AND
sp
AS
SOON
sp
AS
I
sp
FINISHED
COLLEGE
HE
MADE
ME
A
DEPARTMENT
MANAGER
sp
YOU
KNOW
I'D
DONE
THE
SECTION
MANAGER
sp
PART
TIME
sp
I'VE
DONE
sp
THE
SATURDAY'S
AND
SUNDAY'S
sp
I'VE
DONE
THE
SHARE
sp
THE
FAIR
SHARE
OF
sp
SHOVING
THE
SHIT
sp
WHEN
I
HAD
TO
ERM
sp
BUT
sp
I
sp
THINK
YOU
sp
CAN
sp
GET
A
LOT
OF
AVERAGE
STREAMS
sp
THERE
IS
A
LOT
OF
POTENTIAL
sp
THERE
sp
FOR
ONE
TO
sp
BECOME
A
sp
VERY
sp
VALUED
MEMBER
OF
sp
STAFF
sp
ERM
sp
THE
sp
QUESTION
IS
ARE
YOU
TAPPING
THAT
sp
POTENTIAL
sp
YES
sp
IF
YOU
sp
CAN
IF
YOU
sp
CAN
RECOGNISE
IT
OR
sp
IF
sp
YOU'VE
sp
GOT
sp
OR
IF
sp
SEVERAL
MEMBERS
sp
OF
ERM
sp
SEVERAL
STUDENTS
WE
HAD
WHEN
I
sp
WAS
ON
sp
GROCERY
sp
AT
CAMDEN
sp
WE
HAD
sp
TO
I
THINK
IT
WAS
sp
TWENTY
EIGHT
sp
ON
sp
SATURDAY
AFTERNOON
sp
THEY
MIGHT
HAVE
BEEN
sp
ON
sp
CHECKOUTS
sp
WELL
I
MEAN
THEY'RE
STILL
SCHEDULED
sp
TO
MY
I'M
sp
SAYING
sp
OUT
OF
THAT
ABOUT
FOUR
sp
OF
THEM
ER
ARE
STILL
WORKING
sp
AT
sp
CAMDEN
sp
FULL
TIME
sp
THEY
WERE
TAKEN
ON
sp
FULL
sp
TIME
sp
THEY
sp
LEFT
COLLEGE
AND
THEY
WANT
TO
DO
WHATEVER
THEY
sp
WANT
TO
sp
DO
ERM
ONE'S
sp
ER
CONTROLLER
ANOTHER
ONE'S
sp
ER
A
sp
SENIOR
sp
WAREHOUSEMAN
sp
ANOTHER
ONE
WORKS
OUT
THE
BACK
sp
DOOR
ER
sp
THE
sp
OTHER
ONE'S
sp
LIKE
GARY
HE
DOES
sp
BREAD
ALL
THE
TIME
sp
HE'S
SOLELY
sp
RESPONSIBLE
sp
FOR
sp
THE
BREAD
sp
YES
AND
IT'S
THE
SECTION
MANAGER
sp
LIKE
HE
DOES
MORE
sp
THAN
THE
sp
SECTION
sp
MANAGER
sp
DOES
sp
BECAUSE
sp
THE
sp
SECTION
MANAGER'S
A
WASTE
sp
OF
SPACE
I'LL
ADMIT
HE
sp
DOES
ERM
YOU
DO
sp
GET
EXCEPTIONS
sp
BUT
I
THINK
sp
IT
CAN
COME
DOWN
TO
YOUR
ER
sp
THE
sp
CULTURE
sp
THE
STUDENT
sp
CULTURE
sp
I
MEAN
sp
IF
YOU
LIVE
sp
IN
A
POSH
AREA
sp
ER
sp
THE
sp
STUDENT'S
GOING
sp
TO
TAKE
A
PRIDE
IN
WHAT
HE'S
DONE
sp
BECAUSE
YOU
KNOW
sp
YOU
sp
CAN
GIVE
HIM
IT
EVERY
DAY
OF
HIS
LIFE
AND
HE
HE
WANTS
TO
DO
SOMETHING
BUT
HE
WANTS
TO
DO
IT
HIMSELF
OR
YOU
sp
GET
sp
I
DON'T
AGREE
I
DON'T
AGREE
sp
WITH
THAT
IT'S
A
LOAD
OF
BULLSHIT
I
THINK
THE
sp
BULLSHIT
S
YOURS
IT'S
sp
YOUR
YOU
KNOW
YOU
TAKE
SOMEBODY
ON
AS
WELL
sp
YOU
KNOW
sp
YOU
CAN
TAKE
IT
SO
MANY
DIFFERENT
WAYS
sp
I
sp
MEAN
I'VE
WORKED
WITH
AND
I
sp
AM
FAMILIAR
WITH
THEM
THERE
sp
IS
sp
VERY
LITTLE
sp
IT'S
A
sp
REAL
RUN
DOWN
AREA
sp
ISN'T
IT
sp
IN
sp
SOME
RESPECTS
sp
AND
sp
YOU
GET
sp
TWENTY
sp
SHOPLIFTERS
A
DAY
BUT
sp
MY
STUDENTS
sp
ARE
BRILLIANT
sp
THEY
sp
TAKE
A
sp
LOT
OF
PRIDE
IN
WHAT
THEY
DO
I
sp
MEAN
IT
DOESN'T
AFFECT
THE
AREA
I
sp
MEAN
OURS
DID
DO
AT
sp
BRANCH
OUR
sp
STUDENTS
sp
WERE
ERM
I
sp
MEAN
THEY
STARTED
WORK
IN
sp
THE
POULTRIES
sp
AND
THEY
ALL
HAD
sp
YOU
KNOW
sp
BIG
sp
CARDIES
sp
IT
CAME
FROM
HANDLING
sp
AND
BECAUSE
sp
THEY
HAD
THE
MONEY
THEY
sp
WEREN'T
INTERESTED
sp
A
LOT
OF
sp
THEM
WEREN'T
sp
INTERESTED
YES
SO
THAT
sp
ERM
sp
IT
DOES
YOU
GOOD
TO
sp
HAVE
A
JOB
sp
IT
sp
LOOKS
GOOD
ON
A
sp
C
V
sp
AND
sp
THEY
WOULD
DO
AS
LITTLE
AS
POSSIBLE
sp
AND
sp
IF
YOU
IF
YOU
sp
DISCIPLINED
THEM
sp
THEN
ONE
OF
THEM
SAYS
OH
WELL
sp
I'LL
LEAVE
ME
DAD
WILL
GIVE
ME
sp
THE
MONEY
sp
ANYWAY
THE
DAD
WILL
JUST
GIVE
THEM
sp
THE
CHEQUE
YOU
KNOW
THEY'VE
GOT
THIRTY
FIVE
POUNDS
sp
POCKET
MONEY
JUST
FOR
YOU
KNOW
HIS
sp
DAD'S
sp
GOING
TO
GIVE
HIM
THE
OTHER
YES
JUST
LISTEN
I
CAN'T
sp
IMAGINE
WHY
YOU
MISUNDERSTOOD
WHAT
I
WAS
TRYING
TO
SAY
sp
WHAT
I'M
TRYING
TO
SAY
IS
sp
EVERYONE
JOINS
FOR
THEIR
OWN
DIFFERENT
REASONS
YOU
CAN'T
GENERALISE
THAT
sp
THAT
sp
WAS
JUST
ONE
EXAMPLE
LIKE
sp
ONE
SCENARIO
THAT
MIGHT
HAPPEN
sp
YOU
KNOW
I'M
NOT
SAYING
THAT'S
sp
THE
sp
BE
sp
ALL
AND
END
ALL
BUT
IT'S
JUST
ONE
DIFFERENT
SCENARIO
THAT
MAY
sp
HAPPEN
LIKE
THAT
I
sp
THINK
STUDENTS
ARE
YES
sp
GO
ON
IT
sp
DEPENDS
SOME
STUDENTS
ARE
sp
GOOD
sp
AND
sp
SOME
sp
STUDENTS
sp
AREN'T
sp
WHAT
HAPPENS
WITH
A
sp
STUDENT
IS
sp
THEY'RE
sp
MORE
LIKELY
TO
TAKE
sp
THE
sp
PISS
sp
THEY'RE
ALWAYS
THE
ONES
THAT
ARE
A
BIT
MORE
sp
BOISTEROUS
sp
WHEREAS
sp
THE
OLDER
ONES
YOU
HAVE
sp
TO
sp
PHYSICALLY
sp
CARRY
ON
sp
IN
sp
THE
SHOP
FLOOR
THE
sp
STUDENTS
sp
DON'T
AND
THAT'S
WHAT
sp
GIVES
sp
THEM
A
sp
BAD
sp
NAME
IT'S
TO
DO
WITH
THEIR
AGE
sp
AS
WELL
YOU
KNOW
WHAT
I
MEAN
THEY'RE
JUST
GROWING
UP
YOU
KNOW
PEOPLE
FORGET
THAT
THEY'RE
STILL
YOUNG
PEOPLE
YOU
KNOW
sp
WE
WERE
THERE
ONCE
THEY'RE
YOUNG
AND
SO
THEY'VE
GOT
LOTS
OF
sp
ENERGY
ALL
THE
MORE
REASON
TO
TRY
AND
CATCH
THEM
I
THINK
YOU
CAN'T
PUT
AN
OLD
HEAD
ON
sp
YOUNG
SHOULDERS
sp
YES
sp
THAT'S
sp
RIGHT
sp
WHAT
ABOUT
THE
OTHER
THROUGH
sp
THE
HAT
IAN
sp
HOW
sp
DID
sp
YOU
FEEL
sp
WELL
IT
WAS
ERM
sp
MAKING
ME
GO
sp
BACK
TO
SOMETHING
THAT
GOES
ON
IN
sp
BRANCH
sp
ALL
THE
TIME
TO
sp
WHAT
sp
I
SUPPOSE
sp
WOULD
HAPPEN
sp
POSSIBLY
ABOUT
EIGHTY
PERCENT
sp
OF
sp
THE
TIME
WHERE
YOU'RE
sp
WORKING
YOU'VE
sp
WORKED
YOURSELF
sp
OFF
TO
DO
A
sp
SUPERB
sp
DRAWING
sp
OF
A
sp
HOUSE
sp
ALL
DAY
sp
AND
ER
THE
sp
BRANCH
sp
MANAGER
OR
sp
WHOEVER
IT
MAY
sp
BE
IS
sp
WALKING
ROUND
sp
PASSING
sp
QUOTES
AND
sp
WALKS
OFF
NOT
REALLY
SHOWING
ANY
sp
GENERAL
INTEREST
IN
THIS
SUPERB
PICTURE
I'VE
JUST
sp
SPENT
sp
ALL
sp
MY
TIME
DOING
sp
BUT
IT'S
ERM
I
sp
MEAN
THAT
IS
sp
SOMETHING
THAT
HAPPENS
sp
A
LOT
sp
ERM
IT
sp
JUST
DOESN'T
GIVE
YOU
ANY
MOTIVATION
IT'S
SORT
OF
YOU
PUT
YOUR
PEN
DOWN
YOU
THINK
WELL
WHY
THE
HELL
DO
sp
I
BOTHER
AND
YOU
GO
OFF
HOME
THINKING
OH
WELL
sp
THE
END
OF
THE
DAY
sp
THAT
REMINDS
ME
OF
sp
THE
TIME
AT
OUR
BRANCH
sp
THEY'RE
DOING
A
VISIT
AND
sp
THEY
sp
DIDN'T
COME
DOWN
MY
ISLE
AND
THEY
sp
STARTED
TO
WALK
OUT
SO
I
SAID
EXCUSE
sp
ME
HAVE
sp
YOU
sp
COME
sp
TO
sp
LOOK
sp
AT
sp
MY
DEPARTMENT
OR
sp
NOT
HE
COMES
OUT
AND
HE
HE
WENT
DOWN
THERE
AND
LOOKED
sp
OUT
BECAUSE
WE'D
SPENT
A
LOT
OF
TIME
ON
sp
IT
GETTING
IT
RIGHT
sp
AND
WE
WERE
WELL
CHUFFED
sp
ABOUT
IT
sp
ERM
sp
AND
sp
I
ASKED
HIM
TO
STOP
sp
AND
COME
sp
DOWN
sp
THE
ISLE
sp
HE
SAID
VERY
NICE
AS
sp
HE
WALKED
sp
DOWN
BUT
sp
I
sp
THINK
HE
JUST
WALKED
STRAIGHT
DOWN
AND
WALKED
sp
OUT
LIKE
BUT
sp
IT
sp
WAS
sp
JUST
sp
AN
ACCIDENT
AT
LEAST
sp
YOU
MADE
YOUR
sp
POINT
sp
YES
WE
MADE
sp
A
POINT
THAT
EVERYBODY
SHOULD
BE
SEEN
YES
AND
sp
THEN
HE'LL
PROBABLY
REMEMBER
YOU
sp
FOR
sp
THAT
HE
sp
HE
HAS
A
LAUGH
WHEN
HE
sp
COMES
IN
sp
NOW
WHAT
sp
ABOUT
sp
THE
sp
OTHERS
RACHEL
HOW
DID
YOU
sp
FEEL
sp
WELL
sp
IT
sp
WAS
GOOD
FEEDBACK
sp
I
MEAN
YOU
TOLD
sp
ME
sp
WHAT
WAS
GOOD
ABOUT
sp
IT
sp
WHAT
WAS
sp
BAD
sp
ABOUT
sp
IT
AND
sp
AND
YOU
sp
GAVE
ME
CONSTRUCTIVE
sp
CRITICISM
AS
sp
TO
HOW
IT
COULD
sp
BE
BETTER
AS
WELL
sp
MHM
sp
YOU
KNOW
sp
PERHAPS
IF
sp
YOU
sp
STRAIGHTENED
sp
UP
ON
sp
THE
SIDE
OR
sp
MADE
sp
IT
A
sp
BIT
sp
MORE
SYMMETRICAL
sp
SO
sp
THAT
I
KNOW
HOW
TO
IMPROVE
sp
IT
NEXT
sp
TIME
SO
sp
THERE'S
sp
SOMETHING
GIVEN
sp
THAT
ENTITLES
sp
FEEDBACK
I
WAS
GIVING
YOU
THEN
sp
SOME
PEOPLE
REFERRED
TO
IT
sp
AS
sp
THIS
sp
THE
sp
PRAISE
SANDWICH
IT'S
sp
SOMETHING
TO
TRY
AND
REMEMBER
sp
WHEN
YOU'RE
GIVING
FEEDBACK
sp
TO
sp
PEOPLE
sp
YES
THERE
WERE
GOING
TO
BAD
THINGS
ABOUT
WHAT
THEY'VE
sp
DONE
YES
THERE'S
GOING
TO
sp
BE
GOOD
sp
THINGS
sp
BUT
IF
YOU
sp
CAN
CATCH
sp
THE
sp
BAD
THINGS
sp
BETWEEN
TWO
GOOD
THINGS
EVEN
IF
THE
sp
GOOD
sp
THINGS
ARE
JUST
SAYING
sp
THANK
YOU
sp
THEY'RE
GOING
TO
GO
AWAY
sp
WITH
A
BIGGER
sp
SMILE
ON
THEIR
sp
FACE
AND
sp
PROBABLY
sp
FEEL
MORE
MOTIVATED
sp
FOR
THE
NEXT
sp
TIME
THEY
sp
DO
sp
THAT
TASK
sp
THAT'S
ONE
SKILL
THOUGHT
sp
ABOUT
IT
ISN'T
THERE
sp
THERE'S
ANOTHER
IDEA
THAT
sp
DOING
THAT
IS
ACTUALLY
sp
HAS
THE
OPPOSITE
sp
EFFECT
sp
BUT
sp
THE
ONLY
sp
YOU
sp
PRAISE
SOMEBODY
WHEN
YOU'RE
sp
CRITICISING
YOU
SAY
sp
WELL
sp
LOOK
sp
YOU'VE
sp
WELL
ANYWAY
sp
YOU'RE
IN
DANGER
OF
EVERY
TIME
YOU'RE
sp
PRAISING
sp
THAT
PERSON
THEY'RE
GOING
TO
BE
SITTING
sp
BACK
WAITING
sp
FOR
sp
THE
STRAIGHT
AWAY
SO
YOU
COULDN'T
sp
IF
YOU
GO
UP
TO
SOMEBODY
AND
THEY'VE
GENERALLY
DONE
A
SUPERB
JOB
AND
YOU
CAN'T
sp
FAULT
HIM
sp
AND
HE
KNOWS
HE'S
DONE
A
sp
REALLY
GOOD
JOB
sp
BUT
HE'S
JUST
SITTING
BACK
WAITING
FOR
YOU
TO
WAY
WHAT
WHAT
YOU'VE
sp
DONE
WRONG
sp
WHEREAS
I
sp
MEAN
sp
IF
YOU
SORT
OF
sp
GIVE
THE
CRITICISM
sp
FIRST
AND
SAY
THE
WRONG
sp
AREA
IS
sp
THAT
sp
AND
THEN
sp
FINISH
IT
OFF
WITH
sp
THE
PRAISE
sp
THEY
KNOW
WHERE
THEY
STAND
AND
sp
WHEN
YOU
COME
UP
TO
THEM
AND
SAY
YOU'VE
sp
DONE
A
SUPERB
JOB
THEY'RE
NOT
JUST
sp
SITTING
BACK
THINKING
OH
YES
sp
WHAT'S
COMING
NEXT
YES
sp
I
MEAN
YOU
CAN
ALTER
IT
sp
AROUND
YOU
sp
COULD
SAY
WELL
THANK
YOU
sp
FOR
sp
DOING
sp
THAT
ERM
THERE
ARE
A
COUPLE
OF
sp
THINGS
sp
THAT
I'M
NOT
sp
HAPPY
WITH
sp
AND
THEN
PUT
sp
THE
PRAISE
sp
ON
THE
END
sp
I
THINK
THE
IMPORTANT
sp
THING
IS
NOT
sp
TO
LET
THEM
GO
AWAY
THINKING
sp
YOU
sp
KNOW
OH
sp
WHY
DID
sp
I
sp
BOTHER
sp
THERE'S
sp
OBVIOUSLY
sp
NO
sp
POINT
IN
CARRYING
ON
sp
WITH
IT
WHAT
sp
ABOUT
sp
WHO'S
THE
OTHER
sp
PERSON
sp
ARE
sp
YOU
sp
TALKING
ABOUT
ME
sp
DEE
DEE
sp
HOW
DID
YOU
HOW
DID
THAT
sp
FEEL
THE
sp
FEEDBACK
sp
IT
sp
WAS
sp
ALRIGHT
BUT
sp
I
DIDN'T
KNOW
sp
WHY
sp
IT
sp
WAS
sp
GOOD
OR
sp
WHETHER
sp
THERE
sp
WAS
ANYTHING
sp
I
sp
SHOULD
DO
BETTER
sp
IT
sp
WAS
JUST
ALRIGHT
sp
THEN
sp
THAT'S
IT
sp
I'VE
sp
DONE
IT
I
THINK
THERE'S
A
DANGER
THAT
YOU
CAN
GO
OVER
THE
TOP
sp
WITH
PRAISE
sp
IN
THAT
YOU'RE
ANXIOUS
sp
TO
GIVE
QUALITY
sp
FEEDBACK
THE
sp
THING
THAT
YOU
HAVE
TO
BE
sp
CAREFUL
WITH
IS
THAT
IT'S
NOT
sp
JUST
sp
MEANINGLESS
sp
LIKE
THAT
sp
BECAUSE
THAT
CAN
BE
JUST
AS
sp
BAD
AS
sp
GIVING
NEGATIVE
sp
FEEDBACK
sp
YOU
KNOW
THEY
DON'T
COME
sp
WITH
ANY
IDEA
OF
sp
HOW
sp
THEY'VE
DONE
REALLY
sp
OKAY
WHAT
I'M
GOING
TO
DO
NOW
IS
I'M
GOING
TO
SPLIT
YOU
IN
sp
INTO
GROUPS
sp
I
WANT
TO
SPLIT
YOU
INTO
sp
TWO
GROUPS
sp
WE
sp
COULD
HAVE
sp
UP
TO
sp
YOU
sp
AND
THE
sp
DIVIDING
sp
LINE
sp
WILL
BE
YOU
AND
sp
THEN
{GAP_ANONYMIZATION}
AT
THE
BACK
sp
THERE
THIS
GROUP
sp
I
WANT
YOU
TO
THINK
ABOUT
A
MEMBER
OF
STAFF
THAT
YOU
HAVE
sp
WHO
IS
AN
ASSET
OKAY
sp
A
GOOD
MEMBER
sp
OF
sp
STAFF
sp
THIS
sp
GROUP
sp
THE
OPPOSITE
sp
SOMEBODY
WHO'S
A
LIABILITY
sp
YOU
MAY
HAVE
PERSONAL
sp
EXPERIENCE
sp
OF
THIS
ERM
sp
WHAT
I'D
LIKE
BOTH
GROUPS
TO
DO
IS
FIRST
OF
ALL
sp
THINK
OF
sp
WORDS
AND
PHRASES
sp
YOU'D
sp
USE
sp
TO
DESCRIBE
THAT
PERSON'S
sp
PERFORMANCE
sp
IN
A
sp
FORMAL
sp
SCENARIO
sp
I
E
IN
THE
APPRAISAL
IN
sp
AN
INTERVIEW
sp
SITUATION
sp
SECONDLY
WHAT
I'D
LIKE
WANT
BOTH
GROUPS
TO
DO
sp
IS
TO
sp
THINK
HOW
YOU
WOULD
DESCRIBE
THAT
sp
PERSON'S
sp
PERFORMANCE
sp
IN
AN
INFORMAL
sp
SITUATION
WHEN
YOU'RE
DOWN
sp
THE
MET
DOWN
THE
PUB
WITH
YOUR
MATES
sp
OR
sp
YOU'RE
IN
sp
THE
ROOM
sp
SPEAKING
TO
sp
THAT
sp
PERSON
OKAY
sp
IS
EVERYBODY
CLEAR
ON
THAT
sp
RIGHT
IF
THIS
sp
GROUP
WOULD
LIKE
TO
GO
sp
SYNDICATE
ONE
AND
THIS
GROUP
TO
SYNDICATE
TWO
sp
AND
IF
YOU
sp
CAN
BE
BACK
sp
BY
sp
FIVE
sp
TO
sp
TEN
MINUTES
STRAIGHT
sp
AFTER
YES
sp
IF
YOU
sp
YOU
DON'T
HAVE
sp
DO
YOU
WANT
TO
CHART
IT
UP
OR
DO
YOU
WANT
TO
JUST
sp
FEEDBACK
TO
THE
sp
GROUP
FEEDBACK
sp
ONE
sp
OF
YOU
PUT
IT
DOWN
THERE
NO
sp
GET
HIM
TO
WRITE
IT
UP
sp
SORRY
sp
YOU
sp
OBVIOUSLY
MIGHT
sp
JUST
sp
CONCUR
sp
WITH
sp
DOING
sp
SOME
WORK
OR
sp
SOMETHING
NO
sp
NO
sp
WITH
sp
WALLPAPER
sp
IT'S
sp
MY
sp
WALLPAPER
sp
HAVE
sp
YOU
GOT
sp
A
sp
SPARE
sp
PEN
sp
PLEASE
MY
PEN
sp
DOESN'T
WORK
sp
HAVE
sp
YOU
sp
GOT
sp
A
sp
BIT
sp
MORE
sp
PAPER
sp
YES
sp
THANK
sp
YOU
sp
VERY
sp
MUCH
sp
HI
sp
HI
sp
THESE
sp
ARE
sp
THE
sp
SORT
sp
OF
sp
THINGS
WE'D
SAY
TO
sp
A
sp
GOOD
sp
PERSON
IN
A
FORMAL
SITUATION
sp
ERM
YOU'RE
RELIABLE
TRUSTWORTHY
YOU
KNOW
WE
sp
CAN
RELY
ON
YOU
TO
sp
DO
A
GOOD
JOB
FOR
US
sp
DOING
YOUR
JOB
sp
WELL
AND
WITH
ENTHUSIASM
sp
WHEN
LEFT
IN
CHARGE
THERE'S
sp
BEEN
NO
sp
PROBLEMS
sp
YOU'RE
RESPONSIBLE
AND
FLEXIBLE
sp
YOU'RE
CONSCIENTIOUS
sp
I
CAN
TRUST
YOU
FOR
sp
TO
DO
A
GOOD
JOB
AND
THANK
YOU
FOR
YOUR
CONTRIBUTION
TO
THE
TEAM
sp
YES
AND
WE
ALSO
TALKED
ABOUT
MAYBE
sp
YOU
COULD
sp
SAY
ERM
YOU
sp
KNOW
IF
YOU
CONTINUE
TO
sp
DO
A
sp
JOB
MAYBE
WE'LL
LOOK
YOU
KNOW
AT
sp
DEVELOPING
sp
YOU
FURTHER
sp
BUT
IT'S
ALL
SORT
OF
PRETTY
SIMILAR
SORT
OF
THINGS
YOU'RE
GOING
TO
SAY
TO
HIM
IN
THAT
SITUATION
sp
AND
sp
INFORMAL
WE
CAME
UP
WITH
A
GREAT
VARIETY
sp
OF
THINGS
ERM
sp
GREAT
JOB
THANKS
A
LOT
sp
UNREAL
sp
NICE
ONE
sp
TOPPER
sp
YOU'RE
A
STAR
sp
CHAMPION
sp
THANKS
FOR
DOING
THAT
FOR
ME
AND
THIS
ONE
WAS
A
BIT
DISPUTED
BUT
WE
HAD
TOP
BANANA
sp
AT
THE
END
sp
ALRIGHT
sp
THANKS
sp
VERY
MUCH
sp
I'M
PLEASED
sp
RIGHT
WHAT
ABOUT
THE
LIABILITY
THE
LIABILITY
IS
sp
THIS
IT
sp
DOESN'T
ANYONE
ELSE
sp
WANT
sp
TO
DO
sp
THIS
NO
WE'LL
sp
LEAVE
sp
TO
sp
YOU
sp
YOU
GO
sp
FOR
sp
THAT
sp
PERSON
sp
ALRIGHT
ERM
sp
HOLD
sp
ON
sp
I'LL
sp
GIVE
sp
YOU
sp
SOME
sp
TAPE
sp
THIS'LL
DO
DARLING
sp
THANK
YOU
sp
IT'S
LITTLE
sp
THINGS
THAT
SORRY
sp
IT'S
sp
MY
PROBLEM
RIGHT
THAT'S
sp
THE
OTHER
sp
ONE
sp
RIGHT
sp
YES
sp
I'LL
sp
JUST
sp
MOVE
THIS
sp
ONE
OUT
OF
sp
THE
WAY
A
BIT
ONE
OR
sp
TWO
sp
THINGS
sp
UP
sp
RIGHT
THIS
IS
THE
LIABILITY
ER
WORDS
sp
AND
PHRASES
ERM
NOT
AN
ASSET
sp
I'M
JUST
sp
WONDERING
sp
WHAT
THE
TITLE
sp
BELOW
THAT
THAT
sp
ONE
sp
ER
INFLEXIBLE
sp
FLEXIBLE
sp
I
THINK
IT
sp
SAYS
DEMOTIVATING
sp
OH
sp
RIGHT
I
THAT
sp
THAT
SAID
I
THOUGHT
sp
THAT
WAS
ANOTHER
D
sp
IT
COULDN'T
BE
sp
DEMOTIVATED
sp
ERM
sp
YOU'RE
TOO
SET
IN
YOUR
WAYS
sp
LACK
OF
DETAIL
sp
LACK
OF
COMMITMENT
sp
IRRESPONSIBLE
IS
THAT
sp
YES
sp
LACK
OF
RESPECT
FOR
YOUR
SUPERIORS
sp
ERM
sp
DISILLUSIONED
sp
YOU
KNOW
WE
ER
WE
WERE
GOING
TO
PUT
DOWN
THINGS
LIKE
ER
sp
MENTALLY
CHALLENGED
AND
sp
THINGS
LIKE
sp
THAT
sp
BUT
IT
sp
DIDN'T
sp
GO
sp
DOWN
TOO
sp
WELL
RIGHT
sp
THIS
IS
THE
EASY
ONE
sp
I
MEAN
sp
IT'S
sp
A
LOT
sp
EASIER
TO
THINK
OF
THESE
THINGS
THAN
IT
IS
FOR
THE
OTHER
sp
ONE
ER
YOU
WOULD
SAY
THAT
WAS
ACTUALLY
LAZY
BASTARD
BUT
WE
DIDN'T
sp
WANT
TO
OFFEND
ANYBODY
sp
ER
USELESS
GIT
sp
ER
sp
THERE
WAS
sp
A
sp
GREAT
DISPUTE
ABOUT
WHAT
THIS
ONE
COULD
HAVE
BEEN
I
MEAN
THIS
sp
WHAT
THE
SCENARIO
S
WIDE
BUT
sp
I
sp
THINK
sp
WE'LL
SETTLE
FOR
WASTE
OF
SPACE
sp
ERM
sp
TAKING
THE
MICK
sp
SHE'S
WINDING
ME
UP
sp
THICK
AS
SHIT
sp
OBNOXIOUS
TWAT
sp
I
sp
WISHED
THEY'D
ER
sp
FUCK
sp
OFF
LEAVE
sp
THE
COMPANY
YES
sp
SO
sp
ERM
IF
ONLY
THEY
sp
WOULD
RESIGN
sp
ER
NEED
A
KICK
UP
THE
ARSE
sp
YOU'RE
sp
A
sp
PAIN
sp
IN
THE
ARSE
YES
sp
BUT
THAT'S
THAT'S
THE
YEAR
BEFORE
OKAY
sp
THANK
YOU
VERY
MUCH
THANK
sp
YOU
OKAY
sp
LET'S
sp
HAVE
sp
A
sp
CLOSER
sp
LOOK
sp
AT
sp
THESE
sp
RIGHT
JUST
sp
READ
A
FEW
OF
THOSE
WORDS
THERE
WHY
DO
YOU
THINK
sp
HAVE
sp
A
RING
AROUND
sp
SOME
sp
OF
THOSE
sp
WORDS
sp
WHAT
IS
IT
ABOUT
THEM
sp
SPECIFICALLY
sp
ARE
THEY
IN
AREAS
sp
THEY'RE
KEY
WORDS
IN
ANYONE'S
ER
sp
RESPONSE
sp
RIGHT
THEY'RE
sp
DESCRIPTIVE
sp
OF
sp
THEIR
sp
ERM
sp
THEY'RE
DESCRIPTIVE
ANY
sp
OTHER
sp
IDEAS
WHY
I
MIGHT
HAVE
RUNG
THEM
ERM
sp
RINGED
THEM
sp
YOU
SHOULD
SET
STANDARDS
BY
THEM
AS
WELL
OKAY
sp
YES
YOU
CAN
TELL
sp
THEM
IN
PERSON
WHAT
sp
THEY
ARE
sp
RIGHT
sp
IT'S
WHAT
YOU
JUDGE
sp
THEM
BY
sp
IF
YOU
SET
sp
PERFORMANCE
OKAY
sp
ANY
sp
OTHER
IDEAS
sp
OKAY
IF
I
sp
SAY
sp
TO
sp
SOMEBODY
ERM
ALEX
sp
YOU'RE
VERY
RESPONSIBLE
sp
OKAY
sp
KAREN
I
THINK
YOU'RE
sp
VERY
sp
FLEXIBLE
ERM
sp
TONY
sp
YOU'RE
VERY
sp
ERM
sp
VERY
sp
RELIABLE
sp
I
sp
MEAN
IN
IS
IN
ISOLATION
sp
WHAT
DO
THEY
sp
DO
THEY
MEAN
ANYTHING
NO
sp
NOT
sp
REALLY
NO
sp
SO
WE
THINK
OF
THEM
sp
AS
BEING
DESCRIPTIVE
sp
BUT
IN
REALITY
IF
sp
YOU'RE
GOING
TO
SAY
TO
SOMEBODY
sp
YOU'RE
VERY
RESPONSIBLE
sp
THEY'RE
PROBABLY
NOT
sp
GOING
TO
KNOW
WHAT
YOU
MEAN
UNLESS
sp
YOU
sp
COME
UP
WITH
sp
A
sp
FEW
EXAMPLES
OF
sp
WHAT
YOU'RE
TALKING
sp
ABOUT
sp
OF
HOW
THEY'VE
DEMONSTRATED
sp
THAT
sp
TYPE
sp
OF
sp
BEHAVIOUR
SIMILAR
THINGS
LIKE
INFLEXIBLE
sp
OKAY
sp
LET'S
sp
TAKE
ANOTHER
LOOK
AT
sp
SOME
OF
THESE
sp
WORDS
sp
IT'S
NOT
SO
MUCH
OF
sp
THIS
sp
WHERE
sp
THEY'RE
AN
sp
ASSET
sp
NOW
I
WOULD
IMAGINE
THAT
sp
SOME
OF
THESE
sp
AS
WELL
sp
AS
BEING
THINGS
POSSIBLY
YOU'D
SAY
TO
YOUR
sp
YOUR
sp
COLLEAGUES
WHEN
YOU'RE
DOWN
THE
PUB
TALKING
ABOUT
YOUR
sp
STAFF
sp
OCCASIONALLY
IS
ANYONE
GOING
sp
TO
OWN
UP
TO
sp
EVER
HAVING
sp
SAID
sp
THAT
TO
SOMEBODY
YES
sp
YES
sp
WE'VE
ALL
ACTUALLY
SAID
THIS
TO
sp
THEIR
sp
FACE
AND
ALL
THE
REST
sp
AND
ALL
THE
sp
REST
sp
OKAY
sp
NOW
sp
BEARING
IN
MIND
WHAT
WE
sp
TALKED
ABOUT
YESTERDAY
sp
WHY
DID
THOSE
COMMENTS
BE
POTENTIALLY
sp
DAMAGING
APART
FROM
sp
THE
FACT
THAT
THEY'RE
EXTREMELY
sp
INSULTING
sp
BECAUSE
sp
THEY'RE
NOT
sp
CONSTRUCTIVELY
CRITICISING
sp
THEM
ARE
sp
THEY
THEY'RE
JUST
INSULTING
sp
THEM
sp
YES
THEY'RE
INSULTING
sp
THE
sp
THEY'RE
RESULTING
IN
A
NEGATIVE
ACTION
sp
REACTION
sp
FROM
THE
PERSON
sp
THAT
THEY
ARE
ADDRESSING
sp
THAT'S
sp
RIGHT
sp
AND
sp
YET
WHEN
YOU'VE
TRIED
ALL
THE
REST
sp
IT
COMES
DOWN
TO
sp
THIS
AND
IT
MAKES
YOU
FEEL
BETTER
ANYWAY
sp
BUT
IT'S
sp
THE
LAST
RESORT
IT'S
sp
A
LAST
RESORT
sp
ONE
THING
sp
YESTERDAY
WE
sp
WERE
TALKING
ABOUT
sp
MY
WONDERFUL
sp
STICK
MAN
sp
HERE
HE
IS
BASICALLY
MADE
UP
OF
HIS
PERSONALITY
A
sp
NUMBER
OF
ATTITUDES
sp
AND
sp
OUTWARD
BEHAVIOUR
sp
WHAT
DID
THOSE
sp
COMMENTS
sp
GET
sp
AT
sp
WHAT
DID
THEY
REFER
TO
THE
sp
PERSON
HIS
sp
PERSONALITY
sp
YES
sp
THEY
THEY'RE
TALKING
ABOUT
THAT
PERSON'S
PERSONALITY
AND
THEIR
sp
PERSONALITY
sp
IS
NOT
SOMETHING
THEY
CAN
sp
CHANGE
sp
NO
sp
SO
BASICALLY
IF
YOU'RE
GOING
TO
SE
TELL
SOMEBODY
sp
THEY'RE
A
WASTE
OF
SPACE
sp
IT'S
sp
NOT
sp
VERY
CONSTRUCTIVE
IT'S
sp
PERSONAL
sp
AND
I
WOULDN'T
SAY
IT
UNLESS
YOU
CAN
TELL
THEM
WHY
YOU
THINK
THEY'RE
A
sp
WASTE
OF
SPACE
AT
LEAST
sp
I
CAN
sp
THIS
sp
IS
ER
THIS
IS
THE
SAME
FACE
AS
YOU
YESTERDAY
I
WAS
ON
ABOUT
sp
WE'VE
TRIED
EVERYTHING
sp
IT'S
GETTING
DOWN
sp
TO
THAT
sp
NOW
YES
BUT
IT'S
NOT
sp
WORKING
EITHER
IT'S
JUST
A
SHAME
THAT
YOU'VE
GOT
TO
YES
FOR
THE
TIME
sp
BEING
sp
YOU
SHOULD
ONLY
CRITICISE
WHEN
YOU'RE
sp
WELL
HE
HE
TURNS
sp
ROUND
WHEN
HE
sp
WANTS
TO
BE
SCREAMED
AT
HE'S
ASKED
sp
US
TO
sp
HIT
HIM
sp
BUT
YOU'VE
sp
DECIDED
WHY
YOU
YOU'RE
sp
JUST
RISING
TO
sp
THE
sp
BAIT
THEN
AREN'T
YOU
IF
THESE
ARGUMENTS
sp
ARE
BETWEEN
YOU
AND
YOU'RE
COMING
OUT
WITH
ALL
THIS
IT
JUST
MAKES
sp
YOU
LOOK
sp
STUPID
BECAUSE
YOU'RE
YOU'RE
sp
INTO
AREN'T
YOU
I
sp
SAY
CARL
I
THINK
HE
sp
NEEDS
TO
sp
SEE
SO
HE
sp
WAS
sp
REALLY
GOOD
AND
sp
NOW
HE'S
HE'S
sp
GONE
BAD
NOW
AND
sp
YOU'RE
USING
sp
THINGS
LIKE
THIS
TO
SAY
TO
HIM
sp
HE
HE'S
sp
TRYING
TO
sp
MAKE
sp
HE
sp
HE'S
MAKING
sp
HIM
sp
YOU
AGGRESSIVE
ISN'T
HE
sp
AND
sp
I
WOULD
SAY
THAT
HE'S
JUST
THINKING
IT'S
LOW
IF
I'M
GOING
AND
THIS
GUY
BECAUSE
YOU
KNOW
YES
sp
YES
I'VE
sp
SAID
I'VE
SAID
THIS
sp
YES
WHY
sp
THINGS
LIKE
THAT
ARE
NOT
CONSTRUCTIVE
sp
AT
sp
ALL
I
MEAN
I
KNOW
sp
YOU
MUST
GET
TO
THE
sp
STAGE
WITH
sp
SOME
MEMBERS
OF
sp
STAFF
WHERE
YOU
sp
THINK
sp
OH
WHAT
ELSE
sp
CAN
I
DO
BUT
YES
sp
BUT
THERE'S
NO
POINT
YOU
DOING
IT
THAT
BECAUSE
IT'S
LIKE
sp
IF
THEY
ARE
A
WASTE
OF
SPACE
YOU'RE
NOT
GOING
TO
BE
ABLE
TO
sp
GET
RID
OF
THEM
BECAUSE
YOU'VE
TOLD
THEM
THAT
THEY'RE
A
WASTE
OF
sp
SPACE
IT
NEEDS
TO
BE
SOMETHING
THAT'S
MUCH
sp
MORE
sp
POSITIVE
sp
THAN
JUST
GOING
ROUND
sp
SAYING
THAT
sp
THIS
IS
IT
I'VE
sp
TRIED
THIS
IS
WHY
I'VE
NOT
TALKED
TO
SOMEBODY
ELSE
ABOUT
sp
IT
BECAUSE
NOBODY
ELSE
sp
IS
sp
LISTENING
AND
sp
IT
sp
EXPLAINS
TO
THEM
WHY
HAS
sp
COME
OUT
SCREAMING
AT
THEM
AND
sp
SCREAMING
ABUSE
AT
sp
THEM
sp
I
sp
THINK
THAT
THERE'S
SOMETHING
sp
THAT
NEEDS
TO
sp
BE
ADDRESSED
sp
THERE
IT
DOES
DOESN'T
sp
IT
I
THINK
IT
NEEDS
MORE
TIME
ROUND
HERE
THAT'S
YES
sp
SORRY
AGAIN
sp
IF
YOU
HAD
MORE
TIME
ROUND
sp
YOU'D
USE
THAT
SORT
OF
LANGUAGE
WITH
THEMSELVES
sp
YOU
KNOW
sp
YES
I
THINK
THAT
sp
PARTICULARLY
THAT
SOUNDS
PARTICULARLY
WHAT
sp
YOU
sp
WANT
sp
THEN
THAT
IS
THOSE
TYPES
sp
OF
THINGS
ARE
sp
GETTING
AT
SOMEBODY'S
sp
PERSONALITY
AND
sp
THEY'RE
NOT
CONSTRUCTIVE
sp
IF
YOU'RE
GOING
TO
sp
CRITICISE
SOMEBODY
sp
WHAT
I
WOULD
sp
SAY
sp
IS
sp
TALK
ABOUT
THEIR
BEHAVIOUR
sp
BECAUSE
THAT'S
SOMETHING
THAT
THEY
sp
CAN
CHANGE
TALK
sp
ABOUT
sp
IT
IN
sp
THOSE
TERMS
sp
RIGHT
sp
I'M
GOING
TO
SHOW
YOU
A
VIDEO
NOW
ERM
HOW
sp
MANY
OF
YOU
WENT
ON
THE
BASIC
MANAGEMENT
SKILLS
COURSE
sp
YES
sp
MOST
sp
OF
sp
YOU
sp
DO
YOU
sp
REMEMBER
THE
VIDEOS
THE
UNORGANISED
MANAGER
THE
sp
ONES
WITH
sp
THE
sp
JOB
RIGHT
sp
WELL
THIS
IS
PART
sp
THREE
IN
sp
THAT
SERIES
sp
AND
I
WOULD
LIKE
YOU
TO
DO
ONE
OF
sp
I'D
LIKE
sp
YOU
TWO
THINGS
WHILE
YOU'RE
WATCHING
IT
sp
FIRSTLY
MAKE
sp
A
NOTE
sp
OF
ALL
OF
THE
BULLY
WORDS
sp
AND
sp
PHRASES
sp
THAT
JAMES
BOLHAM
sp
USES
WHEN
HE'S
TALKING
ABOUT
OR
sp
TALKING
sp
TO
OR
TALKING
ABOUT
THIS
sp
MAN'S
sp
MANAGEMENT
sp
OKAY
BULLY
THINGS
sp
POSSIBLY
IN
sp
IN
ISOLATION
DON'T
MEAN
VERY
MUCH
sp
PUT
sp
THEM
sp
OVER
THERE
sp
SECONDLY
sp
I'D
LIKE
YOU
TO
IDENTIFY
THE
THREE
MEMBERS
sp
OF
MANAGEMENT
THAT
HE'S
sp
DEALING
WITH
ARE
sp
CALLED
BARBARA
sp
OH
sp
GOD
WHAT
ARE
THEY
CALLED
BARBARA
TED
AND
DOUGHNUT
sp
THAT'S
TO
SEE
IF
YOU
CAN
IDENTIFY
sp
WHAT
THE
PROBLEMS
ARE
sp
WITH
EACH
OF
THOSE
sp
THREE
AND
sp
WHY
sp
THEY'RE
sp
EXPERIENCING
sp
DIFFICULTIES
IN
THEIR
JOB
OKAY
sp
I
sp
DON'T
sp
THINK
I'VE
sp
EVER
sp
THE
FURNITURE
sp
I
sp
THINK
sp
WE
MIGHT
NEED
sp
THE
sp
BLINDS
sp
DOWN
sp
FOR
THIS
sp
OTHERWISE
sp
IT'S
GOING
TO
sp
GLARE
ON
THE
SCREEN
sp
SO
sp
A
sp
PROBLEM
sp
THANK
sp
YOU
sp
FOR
ALL
sp
THE
sp
EFFORT
TO
sp
PUT
THE
BLINDS
sp
DOWN
VERY
MUCH
ONLY
TROUBLE
sp
ON
IT
WHEN
IT
YES
THE
ERM
sp
THE
CELESTIAL
sp
TIMES
sp
COLOUR
SUPPLEMENT
sp
YES
I
DON'T
TALK
TO
THE
PRESS
MUCH
I'M
sp
AFRAID
sp
WELL
IF
YOU
COULD
SPARE
US
sp
A
FEW
MOMENTS
sp
WE'D
BE
MOST
GRATEFUL
sp
YOUR
sp
IT'S
FOR
A
NEW
SERIES
WE'RE
CONTEMPLATING
sp
A
DAY
IN
THE
AFTERLIFE
sp
I
SEE
sp
I
sp
TELL
YOU
WHAT
I'LL
sp
DO
SIT
DOWN
SO
ERM
sp
YOU
WANT
TO
GIVE
PEOPLE
SOME
IDEA
OF
MY
JOBSHARE
AS
GATE
KEEPER
sp
EXACTLY
sp
YES
WELL
I'M
A
KIND
OF
sp
GLORIFIED
IMMIGRATION
OFFICER
REALLY
sp
YOU
MEAN
KEEPING
ALL
THE
ROTTERS
OUT
sp
THE
ROTTERS
THE
CADS
THE
BOUNDERS
THE
BAD
HATS
EXACTLY
YES
IT'S
MY
JOB
TO
WEED
OUT
THE
BLACK
SHEEP
REALLY
IT'S
PRETTY
STRAIGHT
FORWARD
sp
BUT
YOU
MUST
GET
BORDERLINE
CASES
FROM
TIME
TO
sp
TIME
sp
GREY
SHEEP
AS
IT
WERE
sp
WHERE
YOU
HAVE
TO
EXERCISE
YOUR
POWERS
OF
sp
DISCRETION
sp
VERY
OCCASIONALLY
YES
WE
GET
THE
ODD
MIS
ROUTING
THERE
WAS
A
CHAP
RECENTLY
ER
SHOULD
YOU
KNOW
sp
WHERE
THE
sp
TRUTH
sp
IS
sp
HE
WAS
A
sp
TECHNICAL
SINNER
NOT
A
REAL
BADDIE
SO
I
DECIDED
TO
STRETCH
A
POINT
sp
AND
sp
SEND
HIM
BACK
DOWN
AGAIN
TO
TRY
AND
TEACH
HIM
WHERE
HE
WENT
sp
WRONG
WHAT
WAS
HIS
NAME
sp
LUCAN
sp
REALLY
sp
NO
NO
sp
LUPIN
sp
NO
NO
sp
NOT
LUCIFER
BUT
LIKE
THAT
LUTHER
sp
LEWIS
sp
RICHARD
LEWIS
sp
GOD
sp
IF
EVER
THERE
WAS
AN
UNORGANISED
sp
MANAGER
sp
THERE
HE
IS
sp
NEVER
SORTED
OUT
HIS
PRIORITIES
sp
COULDN'T
DELEGATE
TO
SAVE
HIS
sp
LIFE
sp
NEVER
HAD
TIME
FOR
ANYTHING
TOMORROW
JIMMY
I
CAN'T
DO
EVERYTHING
IN
THE
END
OF
COURSE
HE
SNAPPED
sp
GAVE
sp
HIMSELF
sp
AN
EARLY
CORONARY
sp
MR
TAYLOR
ERM
MR
TAYLOR
sp
SO
sp
ANYWAY
sp
I
sp
ER
sp
I
DECIDED
TO
GIVE
HIM
A
SECOND
sp
CHANCE
SO
I
EXPLAINED
CALMLY
sp
AND
WITH
sp
GRIM
PATIENCE
sp
OF
COURSE
IT
IS
BUT
WE'VE
sp
GOT
TO
PLAN
IT
AND
TAKE
IT
TO
I
sp
MEAN
sp
BUT
WHAT
HE'D
GOT
TO
DO
WAS
TO
PLAN
HIS
TIME
AND
sp
WORK
OUT
HIS
PRIORITIES
sp
BY
DISTINGUISHING
sp
BETWEEN
THOSE
sp
TASKS
sp
THAT
ARE
sp
URGENT
sp
AND
THOSE
sp
TASKS
sp
THAT
ARE
IMPORTANT
sp
AND
THEN
TO
ORGANISE
HIS
SCHEDULE
ACCORDINGLY
sp
BY
ALLOWING
TIME
FOR
BOTH
sp
ACTIVE
sp
AND
sp
REACTIVE
sp
TASKS
sp
YOU
WILL
GET
THAT
WON'T
sp
YOU
URGENT
sp
AND
sp
IMPORTANT
sp
ACTIVE
AND
sp
REACTIVE
sp
IT
sp
TOOK
A
LITTLE
TIME
BUT
ER
EVENTUALLY
HE
GOT
IT
AND
NOW
I'M
DELIGHTED
TO
SAY
HE'S
ONE
OF
THE
MOST
sp
ORGANISED
MANAGERS
sp
ON
EARTH
sp
SEE
THAT
sp
A
MODEL
MANAGER
sp
THESE
PICTURES
ARE
LIVE
BY
SATELLITE
sp
INCIDENTALLY
sp
THERE
WE
ARE
MAGGIE
sp
THE
MORNING'S
CORRESPONDENCE
sp
NINE
TWENTY
sp
FIVE
sp
RING
PHILIP
sp
{GAP_ANONYMIZATION}
AND
B
T
NOT
sp
THAT
sp
THERE'S
BEEN
ANY
PROBLEMS
sp
AH
MR
{GAP_ANONYMIZATION}
RICHARD
LEWIS
HERE
BARKER
AND
GIBBS
CATERING
WE
SPOKE
YESTERDAY
sp
IT'S
AMAZING
HE'S
A
DIFFERENT
MAN
sp
I'M
RATHER
PROUD
OF
IT
sp
YES
sp
I
sp
THINK
YOU
CAN
TAKE
IT
FROM
ME
RICHARD
LEWIS
IS
ONE
EARTHLY
EXECUTIVE
WE
WILL
BE
SEEING
UP
sp
HERE
sp
NOW
ER
sp
TEA
sp
COFFEE
sp
NECTAR
sp
NECTAR
sp
PLEASE
sp
VERY
sp
DRY
sp
THAT'S
FINE
THEN
MR
{GAP_ANONYMIZATION}
MANY
THANKS
INDEED
sp
BYE
OH
sp
THAT
ALL
sp
SEEMS
TO
BE
GOING
SWIMMINGLY
sp
NOW
IN
A
COUPLE
OF
MINUTES
IT'LL
BE
TIME
FOR
THE
sp
DISTRICT
sp
MANAGERS
sp
MARTIN
sp
BERNARD
HERE
sp
WELL
HOW
MUCH
ARE
THEY
ASKING
sp
FOR
AN
EXTRA
TWO
HOURS
SHIFT
sp
WELL
I
SUPPOSE
WE
CAN
JUST
AFFORD
IT
sp
CAN
WE
sp
ER
sp
OKAY
THEN
MARTIN
I
IMAGINE
AS
LONG
AS
WE
KEEP
OUR
HEADS
ABOVE
WATER
THEN
THAT'LL
BE
OKAY
sp
A
sp
COUPLE
OF
sp
I
DON'T
THINK
SO
BARBARA
sp
IT'S
A
BIT
DIFFICULT
TO
TELL
ISN'T
IT
IT'S
UNFAIR
sp
BERNARD
sp
YOU'VE
BEEN
IN
THIS
JOB
MUCH
LONGER
sp
THAN
ME
sp
WHAT
DO
YOU
THINK
ABOUT
THIS
sp
NEW
MENU
FOR
sp
THE
CANTEEN
AT
DIGBY
S
BALLBEARINGS
sp
CRUNCHY
NUT
SALAD
T
sp
WHAT'S
sp
TORTELLINI
sp
PASTA
STUFFED
WITH
SPINACH
sp
AND
CHEESE
sp
SPINACH
IS
sp
FULL
OF
IRON
sp
YOU
KNOW
YES
sp
WOULDN'T
BANGERS
AND
MASH
BE
A
BIT
MORE
BUT
sp
BERNARD
SAUSAGES
ARE
sp
FULL
OF
PRESERVATIVES
sp
PORK
TAKES
LONGER
TO
sp
DIGEST
THAN
ANY
OTHER
MEAT
sp
AND
POTATOES
ARE
NINETY
sp
PERCENT
WATER
sp
MORNING
ALL
sp
MORNING
MAGGIE
sp
NICE
sp
TO
SEE
YOU
sp
YOU'RE
WORKING
sp
TODAY
sp
ARE
sp
YOU
IT'S
TUESDAY
sp
I
THOUGHT
TUESDAY
WAS
GOLF
sp
OR
IS
THAT
JUST
MONDAY
WEDNESDAY
THURSDAY
AND
sp
FRIDAY
sp
NO
FRIDAY'S
IS
GLOATING
ABOUT
MY
PROFITS
sp
HOW
ARE
YOURS
BY
THE
WAY
sp
MM
ERM
sp
I'M
TIRED
sp
TONY
sp
SORRY
sp
ERM
I
WAS
UP
HALF
THE
NIGHT
TYPING
THIS
STUPID
REPORT
sp
HALF
sp
THE
NIGHT
sp
REPORT
WHAT
sp
REPORT
sp
I
DID
MINE
WHEN
I
CAME
IN
THIS
MORNING
IS
sp
THAT
sp
ALL
WHAT
ARE
YOU
TALKING
ABOUT
THE
sp
REPORT
ON
THE
PROJECTED
SALES
FOR
sp
THE
NEXT
sp
QUARTER
HE
sp
ASKED
FOR
IT
AT
THE
LAST
MEETING
IT'S
OKAY
sp
BUT
HE
DIDN'T
WANT
THAT
TODAY
SURELY
IT'S
sp
NINE
THIRTY
sp
MR
LEWIS
WILL
SEE
YOU
NOW
sp
RIGHT
sp
THAT'S
THE
END
OF
THAT
THEN
SO
LET'S
MOVE
ON
TO
THE
sp
PROJECTED
SALES
REPORTS
I
ASKED
FOR
LAST
TIME
sp
THERE
WE
ARE
sp
THERE
WE
ARE
MR
sp
LEWIS
sp
WHAT
sp
THE
sp
HELL'S
THIS
sp
MY
sp
REPORT
sp
I
MEANT
A
SUMMARY
NOT
WAR
AND
sp
PEACE
sp
WELL
YOU
NEVER
SAID
HOW
LONG
YOU
BARBARA
sp
REALLY
sp
I
sp
I
sp
WAS
UP
TILL
ONE
PUTTING
THAT
sp
TOGETHER
sp
I
CAN
WELL
BELIEVE
IT
IT'S
A
WONDER
YOUR
TYPEWRITER
DIDN'T
GET
A
HERNIA
sp
I'M
SORRY
BARBARA
BUT
TIME'S
A
BUDGET
ITEM
WITH
ME
THESE
DAYS
sp
I
CAN'T
WADE
THROUGH
ALL
THIS
sp
JUST
SUMMARISE
IT
sp
TWO
PAGES
IS
ENOUGH
sp
HERE
LOOK
LIKE
TONY'S
sp
HE
KNEW
WHAT
I
sp
WANTED
sp
LUCKY
sp
GUESS
REALLY
sp
BERNARD
I
DON'T
SEEM
TO
HAVE
YOURS
sp
HERE
sp
YES
I'M
AFRAID
I
HAVEN'T
DONE
IT
YET
MR
sp
LEWIS
sp
HAVEN'T
DONE
IT
sp
BUT
I
TOLD
YOU
I
WANTED
sp
IT
TODAY
NO
YOU
DIDN'T
sp
YOU
SAID
YOU
WANTED
IT
AS
SOON
AS
POSSIBLE
AND
SO
FAR
I'M
AFRAID
IT
JUST
HASN'T
BEEN
POSSIBLE
sp
OH
sp
DEAR
OH
sp
DEAR
OH
sp
DEAR
I'LL
TRY
AND
GET
ROUND
TO
IT
FIRST
THING
IN
THE
MORNING
sp
WELL
DO
WILL
YOU
THIS
sp
IS
PUTTING
sp
MY
SYSTEM
RIGHT
OUT
OF
GEAR
sp
NOW
LOOK
EVERYONE
sp
I'LL
COME
STRAIGHT
TO
THE
POINT
sp
A
LOT
OF
THINGS
SIMPLY
AREN'T
GOOD
ENOUGH
sp
I
COULDN'T
BELIEVE
LAST
MONTH'S
FIGURES
WHEN
THEY
CAME
IN
sp
WELL
LOOK
AT
THEM
sp
JUST
LOOK
AT
THEM
sp
I
THINK
THEY
SPEAK
FOR
THEMSELVES
DON'T
THEY
AND
sp
ONE
OF
YOU
I'M
PARTICULARLY
DISAPPOINTED
IN
AT
THE
MOMENT
sp
I
sp
DON'T
WANT
TO
NAME
ANY
NAMES
BECAUSE
I
DON'T
THINK
IT'S
RIGHT
TO
EMBARRASS
HER
IN
FRONT
OF
THE
OTHERS
sp
BUT
sp
IN
GENERAL
sp
THERE'S
sp
A
LOT
OF
ROOM
FOR
IMPROVEMENT
ALL
ROUND
sp
ALL
EXCEPT
TONY
sp
IT'S
sp
GOOD
WORK
sp
BUT
FOR
GOD'S
SAKE
sp
BUCK
YOUR
IDEAS
sp
UP
NOW
THEN
THAT
NEW
VENDING
MACHINE
I
TOLD
YOU
ABOUT
LAST
TIME
sp
HERE'S
THE
LITERATURE
ON
IT
AND
sp
I
WANT
A
sp
BIG
AUTUMN
PUSH
ON
THIS
ONE
sp
IT'S
A
HIGH
PROFIT
ITEM
FOR
US
sp
HOW
MANY
ORDERS
ARE
YOU
HOPING
FOR
IDEALLY
sp
AS
MANY
AS
YOU
CAN
GET
sp
AH
I'VE
GOT
YOU
sp
WHEN
DO
YOU
EXPECT
THEM
IN
BY
sp
AS
SOON
AS
POSSIBLE
B
YES
BUT
OH
FOR
GOODNESS
SAKE
JUST
USE
YOUR
COMMON
SENSE
WILL
YOU
ALL
OF
YOU
I
THINK
YOU
EXPECT
ME
TO
SPELL
EVERYTHING
OUT
OH
JUST
HANG
ON
FOR
A
MOMENT
WILL
YOU
BARBARA
sp
FINE
sp
THANK
sp
YOU
sp
TONY
ER
NOW
sp
LOOK
sp
BARBARA
sp
I
KNOW
YOU
HAVEN'T
BEEN
IN
THE
JOB
AS
LONG
AS
THE
OTHER
sp
TWO
BUT
ER
sp
REALLY
YOU'RE
GOING
TO
HAVE
TO
DO
BETTER
THAN
sp
THIS
I'M
sp
AFRAID
sp
I
sp
THINK
sp
YOU
KNOW
WHAT
I'M
sp
TALKING
sp
ABOUT
DON'T
YOU
sp
ER
YES
sp
OF
COURSE
sp
MR
LEWIS
PEOPLE
sp
JUST
AREN'T
VERY
HAPPY
WITH
THE
TYPE
sp
OF
FOOD
YOU'RE
SERVING
sp
BARBARA
OH
I
sp
SEE
OH
RIGHT
sp
MR
LEWIS
sp
THESE
PEOPLE
WANT
SOMETHING
sp
SATISFYING
sp
SO
YOU
WILL
TRY
AND
DO
SOMETHING
ABOUT
IT
sp
WON'T
YOU
sp
YES
sp
OF
COURSE
I
UNDERSTAND
MR
sp
LEWIS
sp
RIGHT
sp
THEN
sp
OFF
YOU
GO
THEN
sp
IT'S
sp
MY
HEAD
THAT'S
ON
THE
CHOPPING
BLOCK
SO
YOU
PULL
YOUR
SOCKS
UP
EH
sp
HAVE
sp
YOU
sp
TIME
sp
TO
sp
IDIOT
sp
RICHARD
LEWIS
sp
OH
YES
SIR
sp
ER
sp
YES
SIR
I'VE
sp
JUST
SEEN
THE
FIGURES
I'VE
BEEN
TALKING
TO
THEM
ABOUT
IT
sp
OH
YES
I'VE
sp
TOLD
THEM
EXACTLY
WHAT'S
WRONG
BUT
THEY
DON'T
SEEM
ABLE
TO
sp
WELL
YES
SIR
I
KNOW
IT'S
NOT
GOOD
ENOUGH
BUT
WHAT
CAN
YOU
DO
IF
YOU'VE
GOT
IDIOTS
WORKING
FOR
YO
sp
WHAT'S
sp
THAT
OH
NO
SIR
sp
I'M
NOT
ASKING
YOU
sp
WHAT
sp
HELLO
sp
OH
sp
DAMN
sp
OH
THAT'S
sp
REALLY
GREAT
sp
I
GET
sp
THE
BLAME
FOR
THESE
sp
POMPOUS
sp
FAT
HEADED
MORONS
WELL
sp
I'LL
sp
TELL
sp
THEM
THE
sp
NEXT
TIME
I'LL
REALLY
TELL
THEM
AND
sp
WHAT
sp
FIRST
INTEREST
DID
YOUR
GATEKEEPING
YOUR
{GAP_ANONYMIZATION}
sp
WELL
ER
OH
sp
MANNER
sp
YES
DO
sp
YOU
KNOW
THE
STORY
OF
THE
KEYS
sp
NO
sp
WELL
sp
IT
IT'S
QUITE
A
LONG
ONE
BUT
YOU
MIGHT
BE
ABLE
TO
MAKE
SOMETHING
OF
IT
sp
ERM
sp
THERE
WAS
THIS
sp
ROCK
sp
AND
ERM
WELL
I'LL
THEM
THE
NEXT
TIME
I'LL
sp
REALLY
TELL
sp
THEM
DO
sp
YOU
sp
YOU
MEAN
WHAT
ON
EARTH
sp
IS
HE
SUPPOSED
TO
BE
DOING
sp
THAT
sp
I
MEAN
sp
IS
IT
A
NEW
MANAGEMENT
TECHNIQUE
OR
SOMETHING
sp
NO
NO
I
I
THINK
HE'S
HAVING
ER
ANOTHER
ERM
sp
EXCUSE
ME
sp
SHAN'T
sp
BE
sp
A
MOMENT
sp
FRONT
sp
DOOR
PLEASE
sp
OH
MY
GOD
sp
NO
ONLY
HIS
PERSONNEL
MANAGER
ARE
YOU
sp
ALRIGHT
sp
SAINT
PETER
sp
ARE
YOU
sp
ALRIGHT
sp
YES
sp
NO
sp
IT
JUST
ISN'T
FAIR
sp
THEY
DON'T
LISTEN
AND
I
GET
THE
BLAME
sp
I
MEAN
I
KEEP
ON
TELL
KEEP
IT
SHORT
I'M
DOING
AN
INTERVIEW
sp
IT'S
A
sp
LONG
STORY
sp
URGENT
OR
sp
IMPORTANT
sp
WHAT
sp
OH
sp
BUT
WELL
sp
YOU'D
sp
BETTER
GET
IN
YOU
CAN
sp
TELL
ME
ON
sp
THE
sp
WAY
sp
UP
sp
MM
WELL
I
sp
ALWAYS
GET
sp
THE
BLAME
I'LL
BE
sp
BACK
IN
INTENSIVE
sp
CARE
AGAIN
AT
THIS
RATE
YOU
MARK
MY
WORDS
sp
YOU
SHOULD
SEE
THE
SHAMBLES
THEY
MAKE
OF
sp
EVERYTHING
I
ASK
THEM
TO
DO
sp
MISS
sp
ANGEL
OF
HERE'S
MR
RICHARD
LEWIS
HOW
sp
DO
sp
YOU
sp
DO
sp
YOU
WILL
RECALL
NO
DOUBT
sp
ER
MR
LEWIS
WAS
sp
OH
sp
RIGHT
sp
IF
sp
THOSE
sp
OF
YOU
sp
SITTING
sp
AT
sp
THE
sp
SIDES
sp
COULD
sp
STAND
sp
UP
sp
MOVE
sp
YOUR
CHAIRS
TO
THE
SIDE
PLEASE
sp
AND
MOVE
THE
TABLES
OUT
sp
AS
sp
WELL
THANK
sp
YOU
sp
AND
sp
THEN
sp
COME
sp
ROUND
sp
AND
sp
STAND
sp
IN
THE
MIDDLE
PLEASE
IF
sp
YOU'D
ALL
sp
LIKE
TO
COME
sp
AND
STAND
IN
THE
MIDDLE
YES
AFTER
ALL
THESE
ERM
CAN
I
COME
sp
ROUND
sp
THERE
sp
RIGHT
sp
WE'RE
GOING
TO
HAVE
sp
AN
EXERCISE
IN
sp
GIVING
sp
EACH
sp
OTHER
POSITIVE
sp
FEEDBACK
sp
THE
sp
WAY
sp
WE'RE
sp
GOING
TO
sp
DO
sp
THIS
sp
I'LL
sp
KICK
sp
IT
sp
OFF
I'LL
BE
sp
STANDING
sp
IN
sp
HERE
sp
AND
sp
AND
I'LL
DO
A
sp
LITTLE
sp
ACT
OKAY
sp
NOW
sp
THIS
sp
ACT
CAN
sp
TAKE
sp
ANY
sp
FORM
sp
YOU
sp
LIKE
I
sp
COULD
sp
GO
OR
I
CAN
GO
sp
RIGHT
sp
THEN
sp
I'LL
sp
GO
sp
LIKE
sp
THIS
sp
AND
sp
I
WANT
YOU
ALL
GIVE
ME
sp
A
GREAT
sp
BIG
sp
ROUND
OF
APPLAUSE
sp
OKAY
sp
AS
sp
ENTHUSIASTIC
AS
POSSIBLE
sp
THEN
sp
I
sp
WILL
sp
SAY
sp
LADIES
sp
AND
GENTLEMEN
I
WOULD
LIKE
TO
PRESENT
TO
YOU
AND
I'LL
CHOOSE
SOMEBODY
ELSE
sp
AND
THE
NEXT
sp
PERSON
sp
COMES
sp
OUT
AND
DOES
AN
ACT
AND
THEN
INTRODUCES
THE
NEXT
PERSON
OKAY
AND
I
WANT
sp
A
LOT
sp
OF
sp
APPLAUSE
I
sp
WANT
REALLY
LOUD
sp
APPLAUSE
OKAY
RIGHT
OKAY
sp
YES
sp
ALRIGHT
DON'T
GET
TOO
sp
CARRIED
AWAY
LADIES
AND
GENTLEMEN
I
WOULD
LIKE
TO
PRESENT
TO
sp
YOU
THE
sp
ONE
THE
ONLY
ANTHONY
TONY
sp
SEAN
SEAN
sp
THANK
YOU
I'D
sp
LIKE
sp
TO
sp
PRESENT
sp
TO
sp
YOU
ALEX
sp
CLAIRE
STEPHEN
STEPHEN
sp
I
DIDN'T
HEAR
MY
NAME
SORRY
INTRODUCING
THE
ONE
sp
THE
ONLY
GERARD
sp
WHAT
ARE
WE
SUPPOSED
TO
DO
I
MEAN
THERE'S
sp
LOTS
OF
SETS
sp
OF
PLAYING
CARDS
ALRIGHT
YOU'VE
sp
JUST
GOT
TO
DO
AN
sp
ACTION
A
LITTLE
ACTION
sp
YES
A
sp
HANDSTAND
AND
WE'LL
GIVE
YOU
A
ROUND
OF
APPLAUSE
OH
OH
YOU'VE
sp
GOT
TO
COMPLETE
sp
IT
ANYTHING
sp
ANYTHING
ER
INTRODUCING
THE
sp
ONE
AND
ONLY
MICHAEL
I
sp
GIVE
TO
YOU
sp
HELEN
sp
JOHN
sp
I
INTRODUCE
sp
TO
sp
YOU
THAT'S
IT
sp
SOPHIE
I
FEEL
SOPHIE
sp
THIS
IS
ACTUALLY
GREAT
RIGHT
SO
IF
YOU'D
LIKE
TO
sp
PULL
YOUR
TABLES
sp
BACK
IN
AND
sp
SIT
RESUME
YOUR
SEATS
PLEASE
OKAY
sp
THEN
sp
BACK
TO
THE
VIDEO
WE
sp
WERE
sp
LOOKING
AT
BEFORE
BREAK
YOU
ERM
sp
VERY
ACCURATELY
sp
ANALYSED
sp
WHAT
THE
PROBLEMS
sp
WHERE
sp
WITH
BARBARA
sp
WHO
DIDN'T
KNOW
HER
JOB
DIDN'T
sp
KNOW
sp
WHO
sp
HER
sp
CUSTOMERS
sp
WERE
sp
ETCETERA
sp
BERNARD
sp
AND
TONY
NOW
I'M
sp
SURE
YOU
sp
CAN
sp
RELATE
sp
THIS
TO
sp
PEOPLE
sp
THAT
sp
WORK
sp
WITH
YOU
OR
sp
THE
sp
SITUATION
sp
THAT
sp
YOU
sp
YOURSELF
sp
HAVE
sp
COME
sp
ACROSS
sp
HOW
sp
WOULD
sp
YOU
sp
GO
ABOUT
sp
FIRST
OF
ALL
WITH
BARBARA
HOW
YOU
sp
CAN
IMPROVE
THE
SITUATION
sp
I
THOUGHT
THAT'S
ALL
sp
BEEN
YOU
sp
KNOW
sp
WHY
WHY
NOT
WHY
NOT
SAY
BARBARA
sp
WHAT
sp
WOULD
sp
YOU
DO
sp
WITH
sp
BARBARA
sp
SIT
sp
HER
DOWN
sp
AND
sp
TELL
HER
sp
EXACTLY
sp
WHAT
HER
sp
JOB
sp
IS
sp
SET
sp
THE
TARGETS
sp
AND
sp
WHAT
YOU
EXPECT
HER
TO
sp
ACHIEVE
sp
RIGHT
sp
AND
sp
EXPLAIN
TO
HER
THAT
ALTHOUGH
SHE
DID
A
GOOD
JOB
WITH
THE
sp
BOARD
OF
DIRECTORS
sp
BUT
ERM
sp
THE
sp
BALLBEARINGS
sp
PEOPLE
WANTED
sp
SOMETHING
sp
DIFFERENT
OKAY
SO
sp
IT'S
THE
IDEA
BARBARA
SIT
sp
HER
DOWN
AND
sp
EXPLAIN
sp
WHAT
sp
THE
JOB
sp
IS
HOW
DOES
sp
SAINSBURY
sp
S
sp
I
MEAN
sp
WHAT
DO
sp
WE
sp
HAVE
THAT
sp
COVERS
THAT
ACTION
sp
THE
JOB
DESCRIPTION
sp
THE
sp
JOB
DESCRIPTION
DO
YOU
sp
THINK
sp
THAT'S
A
sp
VALID
sp
WAY
sp
OF
DOING
sp
IT
sp
NO
IT'S
A
BIT
sp
FORMAL
ISN'T
IT
sp
IT'S
A
BIT
FORMAL
sp
RIGHT
sp
SO
sp
LET
sp
ME
sp
SEE
NO
sp
BUT
sp
POSSIBLY
YOU
COULD
SIT
sp
DOWN
sp
TOGETHER
sp
AND
sp
GO
sp
THROUGH
sp
IT
sp
YOUR
JOB
DESCRIPTION
COVERS
A
MULTITUDE
AND
THE
FACT
sp
THAT
sp
IT
sp
FRAMES
sp
THE
sp
NEEDS
OF
THE
BUSINESS
DOESN'T
sp
IT
YES
THAT'S
IT
sp
THAT'S
sp
THE
sp
CATCHWORD
ISN'T
IT
sp
SO
sp
POSSIBLY
GO
sp
THROUGH
sp
THE
sp
JOB
DESCRIPTION
TOGETHER
FOR
THE
sp
STAFF
WE'VE
GOT
THOSE
CHECKLISTS
sp
HAVEN'T
WE
RIGHT
HOW
DO
THEY
WORK
sp
WELL
sp
IT'S
LIKE
ERM
THE
STORE
INSTRUCTORS
sp
ARE
sp
SUPPOSED
sp
HAVE
TRAINED
THEM
ON
THOSE
SPECIFIC
sp
THINGS
YES
AND
THEY
IT
sp
BASICALLY
SAYS
sp
THERE'S
ERM
sp
REPLENISH
sp
OR
ROTATE
STOCK
sp
AND
THEY
SORT
sp
OF
sp
TICK
sp
OR
sp
SIGN
TO
SAY
THAT
THEY'VE
DONE
IT
RIGHT
BUT
ERM
sp
SOMETIMES
THEY
HAVEN'T
COVERED
IT
COMPLETELY
sp
OR
DON'T
UNDERSTAND
IT
sp
THEY'VE
sp
JUST
sp
TICKED
sp
IT
AND
sp
SIGNED
sp
IT
TO
sp
SAY
THAT
THEY
KNOW
sp
WHAT
sp
THEY'RE
DOING
sp
OKAY
sp
SO
YOU
sp
GO
INTO
sp
THAT
IN
A
sp
LOT
sp
MORE
IN
sp
A
LOT
sp
MORE
sp
DETAIL
sp
RIGHT
sp
SO
FIRST
sp
YOU'D
sp
SIT
HER
DOWN
AND
YOU
GO
THROUGH
THE
JOB
DESCRIPTION
PERHAPS
WHAT
ABOUT
sp
AN
ON
GOING
sp
BASIS
sp
I
THINK
MAYBE
AT
sp
FIRST
sp
SHE
SHOULD
sp
HAVE
A
MORNING
MEETING
sp
OR
sp
A
sp
WEEKLY
MEETING
TO
DISCUSS
THE
MENUS
FOR
sp
THE
sp
FOLLOWING
sp
WEEK
OKAY
AND
PERHAPS
MEETINGS
sp
ON
sp
A
sp
REGULAR
sp
BASIS
TRY
sp
AND
sp
ENCOURAGE
HER
EXCUSE
sp
ME
sp
TRY
sp
AND
sp
ENCOURAGE
sp
HER
TO
sp
COME
AND
SEE
YOU
WHENEVER
sp
SHE'S
GOT
A
PROBLEM
sp
OVER
A
sp
PERIOD
OF
TIME
sp
IT'S
THE
sp
MEETINGS
TO
BEGIN
sp
WITH
BUT
IF
YOU
COULD
sp
THEN
REACH
A
sp
STAGE
WHERE
SHE
COULD
SORT
sp
MOST
PROBLEMS
OUT
sp
HERSELF
AND
sp
ONLY
CAME
sp
TO
sp
YOU
sp
WHEN
NECESSARY
OKAY
SO
sp
THAT'S
sp
OFFERING
SUPPORT
sp
IF
sp
YOU
NEED
A
HAND
AT
sp
THE
MOMENT
sp
ALRIGHT
THEN
WHAT
sp
ABOUT
BERNARD
WHAT
WOULD
sp
YOU
DO
sp
WITH
HIM
HE
ALREADY
KNOWS
sp
HIS
JOB
sp
TO
sp
AN
sp
EXTENT
sp
YOU'VE
sp
GOT
TO
sp
SET
sp
HIM
TARGETS
sp
YOU
KNOW
SPECIFIC
sp
TARGETS
sp
AND
sp
DEADLINES
sp
AND
THINGS
sp
RIGHT
sp
NOW
sp
DO
sp
YOU
sp
MEAN
TARGETS
sp
OR
sp
DO
YOU
MEAN
STANDARDS
sp
WHEN
sp
YOU
sp
SAY
TARGETS
sp
WELL
sp
I
sp
SUPPOSE
sp
IT'S
STANDARDS
sp
HE'S
sp
GOT
TO
KNOW
THE
COMPANY
sp
TARGETS
sp
RIGHT
IN
ORDER
TO
sp
DO
HIS
JOB
OKAY
SO
YOU
WOULD
MAKE
SURE
sp
HE
sp
KNEW
sp
THAT
I
MEAN
I
THINK
THERE'S
sp
THERE'S
sp
BASICALLY
A
DIFFERENCE
sp
BETWEEN
STANDARDS
AND
sp
TARGETS
CAN
ANYBODY
sp
EXPLAIN
sp
WHAT
THAT
IS
sp
STANDARDS
sp
ARE
THE
MINIMUM
ACCEPTABLE
sp
AND
sp
THE
TARGET'S
sp
WHAT
sp
YOU
sp
WANT
TO
ACHIEVE
sp
RIGHT
SO
sp
WHEN
sp
YOU
SET
sp
A
STANDARD
IS
sp
THAT
sp
TO
ONE
PERSON
sp
OR
sp
FOR
EVERYBODY
sp
EVERYBODY
OKAY
sp
DOES
sp
EVERYBODY
sp
AGREE
sp
WITH
sp
THAT
OR
NOT
sp
YES
sp
YES
sp
AND
A
TARGET
WHERE
DOES
THAT
sp
COME
IF
sp
THE
sp
STANDARD'S
sp
THERE
sp
WHERE
sp
DOES
sp
THE
sp
TARGET
COME
ABOVE
sp
IT
ABOVE
sp
IT
sp
YES
sp
OKAY
sp
SO
sp
BERNARD
sp
REALLY
sp
NEEDS
sp
TO
BE
sp
WHAT
sp
THE
sp
COMPANY
sp
HAS
IN
sp
MIND
sp
I
sp
MEAN
sp
THEY
sp
WERE
sp
TALKING
sp
ON
THE
sp
VIDEO
ABOUT
PROFIT
sp
MARGINS
BUT
HE
sp
DIDN'T
sp
COMPANY
HE
sp
WAS
SUPPOSED
sp
TO
ACHIEVE
PRESUMABLY
sp
THERE
WAS
A
MINIMUM
FOR
ALL
sp
THREE
OF
sp
THEM
SO
sp
WHAT
sp
ELSE
sp
WOULD
YOU
sp
DO
sp
WITH
sp
BERNARD
I
sp
MEAN
HE'S
FAIRLY
LACKING
IN
sp
CONFIDENCE
AND
WHATEVER
TELL
HIM
THE
BITS
THAT
HE
DOES
DO
RIGHT
RIGHT
sp
THERE
sp
MUST
BE
SOMETHING
sp
PARDON
sp
THERE
sp
MUST
sp
BE
SOMETHING
sp
SO
sp
IT'S
sp
PRAISE
THEY'RE
sp
DUE
sp
WAS
sp
THAT
sp
IT
FOR
sp
BERNARD
sp
OR
sp
IS
THERE
sp
ANYTHING
sp
ELSE
HE
NEEDS
sp
TIME
sp
SKILLS
AS
WELL
INSTEAD
OF
JUST
DOING
sp
THINGS
AS
sp
SOON
AS
POSSIBLE
sp
BECAUSE
sp
YOU
GET
TO
sp
THE
THINGS
THAT
BECOME
MORE
sp
PRESSING
sp
TAKE
sp
OVER
sp
YES
AND
sp
YOU'RE
JUST
FIGHTING
BUT
HE
NEEDS
TIME
sp
SKILLS
IN
sp
WHICH
TO
sp
DO
sp
THINGS
MM
OKAY
OKAY
sp
WHAT
ABOUT
sp
TONY
sp
THEN
HAS
ANYBODY
GOT
A
sp
TONY
sp
I
DID
sp
HAVE
sp
YOU
DID
sp
HAVE
sp
WHAT
sp
HAPPENED
TO
sp
HIM
OR
sp
WHAT
sp
WAS
sp
WHAT
WAS
sp
THE
sp
SCENARIO
sp
IT'S
sp
ER
sp
SECTION
sp
MANAGER
sp
AT
ERM
A
COUPLE
OF
sp
YEARS
BUT
ERM
sp
WELL
FOR
sp
THE
sp
JOB
sp
VERY
sp
WELL
sp
EDUCATED
ERM
sp
ALL
sp
I
CAN
SAY
FROM
HIS
sp
VIEW
sp
POINT
sp
ERM
sp
TOTALLY
sp
BORED
sp
NOTHING
sp
TO
sp
EDUCATED
ERM
sp
ALL
sp
HE
sp
NEEDS
TIME
SKILLS
INDY
MM
HE
WAS
PRACTICALLY
RUNNING
sp
THE
sp
DEPARTMENT
WHILE
I
sp
WAS
WORKING
sp
ON
sp
THE
STORE
sp
FOR
HIM
AND
sp
HE'S
sp
READY
FOR
sp
FURTHER
sp
THINGS
sp
THAN
sp
THAT
I
sp
SEE
BEFORE
sp
HE
sp
WAS
sp
VERY
sp
VERY
sp
BORED
NO
CHALLENGES
sp
FOR
sp
HIM
sp
NOTHING
sp
TO
DO
ERM
sp
THIS
sp
GUY'S
sp
BEEN
sp
AT
sp
DIRECTOR
sp
LEVEL
sp
ER
TROUBLE
sp
SHOOTING
FOR
sp
LARGE
ABATTOIRS
GOING
sp
IN
AND
sp
SORTING
PROBLEMS
sp
OUT
sp
AND
sp
PICKING
sp
THEM
OFF
sp
THE
sp
GROUND
sp
SO
HE'S
sp
HAD
LOADS
OF
CHALLENGES
ERM
sp
THE
sp
COMPANY'S
sp
JUST
SO
sp
SLOW
sp
FOR
HIM
ERM
sp
AND
NOW
WE'RE
TRYING
sp
TO
sp
SIDE
TRACK
INTO
JUST
sp
PILE
EVERYTHING
sp
ON
TO
sp
HIM
sp
HE
sp
LOVES
IT
HE
THINKS
sp
IT'S
WONDERFUL
sp
YES
sp
ANYBODY
sp
AND
HE'S
SORT
sp
OF
sp
PICKED
sp
HIMSELF
UP
NOW
sp
AND
HE'S
MORE
sp
WHERE
I'M
sp
GETTING
sp
INVOLVED
sp
YOU'VE
sp
GOT
sp
YOUR
JOB
ANYBODY
sp
ELSE
YES
I'VE
sp
GOT
A
sp
PRICE
CONTROLLER
sp
THAT
sp
SHE
ERM
sp
CAN
sp
DO
sp
HER
sp
JOB
IN
sp
EIGHT
sp
NINE
sp
HOURS
sp
AND
IT'S
sp
ALL
sp
SHE
sp
WANTS
sp
TO
sp
DO
sp
IF
sp
YOU
sp
GIVE
sp
HER
ANYTHING
ELSE
sp
SHE
sp
CAN
DO
sp
THAT
AS
sp
WELL
sp
SHE
sp
TRIES
sp
NOT
TO
GET
sp
INVOLVED
sp
BUT
sp
I
TRY
sp
TO
KEEP
sp
GIVING
HER
MORE
sp
SO
SHE'S
NOT
sp
GETTING
sp
BORED
WITH
THE
JOB
sp
HOW'S
sp
THAT
sp
WORKING
sp
OUT
sp
FINE
SHE
ALWAYS
sp
MANAGES
sp
TO
DO
sp
IT
sp
SHE
sp
COMPLAINS
sp
AT
sp
FIRST
sp
THAT
SHE'S
sp
GOT
sp
TOO
sp
MUCH
sp
TO
sp
DO
BUT
SHE
sp
ALWAYS
sp
GETS
IN
sp
DONE
IN
sp
TIME
sp
AS
sp
WELL
sp
AS
sp
HER
OWN
WORK
WHICH
sp
WORKS
sp
OUT
sp
FOR
sp
BOTH
sp
OF
sp
YOU
WHAT
ABOUT
ANY
ANYBODY
ELSE
HAD
ANYTHING
LIKE
sp
THAT
YES
I'VE
GOT
A
GUY
IN
WELL
I'VE
sp
GOT
A
COUPLE
OF
sp
PEOPLE
sp
ON
sp
THE
SHIFT
sp
AND
ER
sp
THE
sp
MORE
YOU
GIVE
THEM
sp
TO
sp
DO
THEY
sp
JUST
LOVE
sp
IT
BUT
THE
THING
ABOUT
IT
IS
I
sp
THINK
THE
MISTAKE
sp
THAT
sp
I
CERTAINLY
MAKE
sp
FROM
TIME
TO
sp
TIME
sp
IS
sp
THE
MORE
sp
YOU
GIVE
THEM
TO
DO
YOU'VE
SORT
sp
OF
sp
ERM
sp
TAKEN
SOMETHING
sp
FROM
SOMEBODY
ELSE
sp
AND
THEN
IT
sp
IT'S
TRYING
TO
sp
KEEP
THAT
ERM
sp
TRYING
sp
TO
sp
KEEP
THAT
MORE
sp
LEVEL
AND
sp
FAIRNESS
TO
EVERYBODY
sp
OH
YES
sp
I'VE
sp
GOT
A
sp
SUPERVISOR
sp
AT
sp
WHO
TALKS
sp
SHE
sp
USED
TO
sp
FORTY
sp
CASES
AND
NOW
sp
SHE
sp
DOES
SIXTY
sp
SEVENTY
sp
CASES
sp
EXCELLENT
sp
BUT
DEBBIE
WAS
JUST
GETTING
TO
THE
STAGE
WHERE
SHE
WAS
JUST
sp
TO
SAME
sp
ON
sp
THE
SHIFT
sp
ERM
sp
BUT
sp
YES
YOU
NEED
sp
LIKE
TH
sp
THE
sp
YOU
GET
CERTAIN
PEOPLE
sp
THAT
sp
THEY
JUST
NEED
THE
CHALLENGE
sp
BUT
THEN
sp
YOU
CAN
sp
FIND
YOURSELF
ERM
sp
GETTING
sp
INTO
A
SITUATION
sp
WHERE
sp
YOU'RE
GIVING
sp
THEM
sp
THOSE
EXTRA
sp
THINGS
TO
DO
BUT
sp
YOU'RE
TAKING
THEM
AWAY
FROM
SOMEBODY
ELSE
sp
SO
THEY'RE
LIKE
JUST
sp
GOING
INTO
THE
BACKGROUND
sp
YOU
KNOW
sp
HOW
DOES
IT
sp
I
MEAN
HAS
THAT
sp
HAVE
ANY
OF
THE
OTHER
PEOPLE
ON
YOUR
sp
SHIFT
sp
HAD
A
sp
BAD
REACTION
TO
sp
THAT
NO
sp
THEY
HAVEN'T
sp
NO
NO
sp
THEY'RE
NOT
sp
COMPLAINING
BECAUSE
THEY'RE
sp
GETTING
AN
EASY
sp
TIME
ER
I
MEAN
I'VE
GOT
A
sp
COUPLE
LIKE
sp
THAT
AS
WELL
sp
AND
IF
ER
I
MEAN
sp
ONE
sp
OF
THESE
GIRLS
IS
WORTH
MAYBE
sp
THREE
OTHERS
sp
YOU
KNOW
sp
THEY'RE
ALL
sp
ERM
sp
THEY'LL
sp
AND
STILL
CLEAR
THE
SHOPFLOOR
GET
THEM
DOWNSTAIRS
sp
AND
SWEEP
UP
sp
FOR
YOU
IN
SAY
sp
FOUR
HOURS
AND
sp
ONE
sp
PERSON
DOES
sp
THAT
sp
WHILE
THE
REST
sp
YOU
sp
KNOW
AND
HE'S
sp
JUST
sp
THE
YOU
sp
KNOW
YOU
CAN
sp
YOU
CAN
sp
REALLY
TURN
IT
AROUND
BUT
ER
THE
sp
JOB'S
sp
JUST
WHAT
HE
sp
SEES
THEY'RE
sp
JUST
sp
NOT
BOTHERED
sp
THEY
THEY'LL
DO
THEIR
PART
sp
THEY
sp
SEE
sp
THAT
PART
sp
AS
THEIR
RESPONSIBILITY
sp
AS
ER
THE
sp
RULE
RESTOCKING
THE
WARES
WHEN
I
sp
FIRST
WENT
THERE
NOW
THEY'LL
DO
LIKE
MORE
THAN
sp
ONE
sp
ISLE
sp
PER
NIGHT
sp
EACH
sp
AND
GET
AWAY
WITH
sp
WHEN
sp
I
sp
FIRST
WENT
sp
THERE
WE
USED
sp
TEN
PEOPLE
A
sp
NIGHT
sp
AND
NOW
WE
sp
GET
AWAY
sp
WITH
FIVE
OR
SIX
MM
sp
GOSH
sp
YOU
sp
KNOW
ER
AND
sp
WE'RE
STILL
ACHIEVING
THE
SAME
JOB
sp
AT
A
sp
LOT
HIGHER
STANDARD
sp
WHICH
IS
sp
GREAT
sp
YES
BECAUSE
YOU
KNOW
ERM
WE
sp
STILL
SAVE
MONEY
sp
ON
LABOUR
sp
COSTS
sp
ERM
BUT
sp
THERE
AGAIN
sp
WHEN
YOU
GET
sp
WHEN
PEOPLE
DO
GO
SICK
sp
IT'S
ER
sp
IT'S
sp
QUITE
DETRIMENTAL
sp
SO
EVERYONE'S
HAVING
TO
WORK
EVEN
sp
HARDER
sp
YOU
sp
GO
sp
ON
A
MANAGEMENT
SCHEME
IT
CUT
S
BACK
sp
YOUR
HEADCOUNT
EVEN
sp
MORE
sp
YOU
sp
KNOW
IF
sp
YOU
SHOW
WHAT
YOU
CAN
DO
WITH
LESS
sp
YOU
sp
ER
sp
YES
YOU
KNOW
Y
YOU
GET
sp
PENALISED
sp
FOR
sp
IT
YES
NASTY
sp
ANYBODY
sp
ELSE
sp
HAVE
AN
sp
EXPERIENCE
sp
WITH
A
sp
HIGH
sp
FLYER
ANYBODY
sp
BEEN
IN
sp
OUR
sp
SITUATION
sp
THEMSELVES
I
ONCE
sp
WORKED
sp
IN
sp
THE
sp
SHOPFLOOR
sp
IN
sp
A
FACTORY
sp
PUTTING
sp
CREAM
sp
ON
sp
TO
sp
CREAM
CAKES
sp
WHEN
I
sp
FINISHED
COLLEGE
sp
AND
sp
THEY
sp
TOOK
sp
ME
sp
OUT
sp
AND
PUT
sp
ME
IN
sp
THE
LAB
sp
EVEN
sp
THOUGH
I
sp
DIDN'T
HAVE
sp
ANY
SCIENCE
DEGREE
sp
AND
I
sp
WAS
sp
IN
THE
LABS
sp
FOR
sp
THREE
sp
MONTHS
sp
HOW
DID
sp
THEY
sp
HOW
DID
THEY
sp
IDENTIFY
sp
THAT
sp
THEN
WELL
THEY
KNEW
sp
THAT
I
WAS
A
GRADUATE
IN
ERM
THEY
sp
HAD
sp
TWO
THEY
sp
HAD
A
sp
A
LAB
sp
MANAGER
AND
AN
sp
ASSISTANT
AND
sp
THEY
BOTH
WENT
sp
SICK
AT
THE
sp
SAME
sp
TIME
AND
sp
ER
THEY
sp
ASKED
sp
ME
sp
IF
I'D
sp
DO
IT
THEY
TOLD
ME
IT
WAS
JUST
sp
LIKE
sp
FOLLOWING
sp
RECIPES
AND
IT
WAS
SO
I
DID
sp
IT
WAS
sp
MORE
INTERESTING
sp
THAT
DOING
sp
THIS
STUFF
TO
ALL
THE
CREAM
CAKES
sp
IT'S
PROBABLY
A
sp
SIMILAR
SITUATION
AT
ER
THE
LAST
COMPANY
I
WORKED
sp
FOR
USED
TO
sp
HAVE
ME
ME
sp
LUNCH
HOUR
sp
I
USED
sp
TO
GO
DOWN
THE
SWIMMING
BATHS
AND
sp
DO
TWO
AND
HALF
sp
HOURS
sp
THERE
THE
JOB
sp
WAS
STILL
DONE
IN
DAYLIGHT
HOURS
BUT
YOU
sp
TOOK
AN
HOUR
AND
HALF
OUT
EVERY
sp
DAY
sp
LIKE
sp
BUT
sp
THAT'S
sp
BUT
sp
THAT
WAS
sp
YOU
sp
WEREN'T
REALLY
sp
BEING
sp
CHALLENGED
sp
THERE
sp
WERE
YOU
NO
NO
sp
OKAY
WELL
I'LL
PUT
ON
ERM
PART
FOUR
OF
THE
sp
VIDEO
NOW
OF
THIS
SAME
UNORGANISED
MANAGER
AND
YOU
CAN
SEE
sp
HOW
RICHARD
LEWIS
WENT
ABOUT
TRYING
TO
SOLVE
THE
PROBLEMS
OF
sp
HIS
MANAGERS
AND
SEE
IF
YOU
AGREE
WITH
sp
THEM
sp
OR
NOT
sp
AS
THE
CASE
MAY
sp
BE
I'M
AFRAID
I'M
sp
GOING
TO
PUT
sp
THE
sp
BLINDS
DOWN
AGAIN
OR
DO
YOU
THINK
I
DO
APOLOGISE
sp
FOR
THIS
NOISE
sp
START
AT
THE
END
sp
NO
IT'S
TOO
LATE
FOR
THAT
NOW
WE'LL
HAVE
TO
START
AT
THE
BEGINNING
sp
SO
ER
YOU
sp
CAN
ORGANISE
sp
YOURSELF
sp
BUT
YOU
CAN'T
ORGANISE
sp
OTHER
PEOPLE
RIGHT
sp
YES
BUT
WHY
CAN'T
THEY
ORGANISE
THEMSELVES
BECAUSE
IT'S
YOUR
RESPONSIBILITY
I
MEAN
THEY'RE
SO
USELESS
WHY
DON'T
YOU
BRING
THEM
UP
HERE
sp
AND
GRILL
THEM
TOO
WE
DON'T
GRILL
UP
sp
HERE
THEY
LOOK
AFTER
THAT
IN
THE
BASEMENT
sp
AS
sp
YOU'LL
PROBABLY
sp
SOON
sp
DISCOVER
sp
UNLESS
sp
OF
COURSE
YOU
GO
TO
sp
THE
LOWER
sp
BASEMENT
LOWER
BASEMENT
sp
YES
THE
BASEMENT
IS
FOR
THOSE
WHO
FAIL
THE
LOWER
BASEMENT
IS
FOR
THOSE
sp
FAILURES
WHO
BLAME
THEIR
sp
FAILURE
ON
THEIR
SUPPORTERS
sp
SO
sp
LET'S
TAKE
A
LOOK
AT
YOUR
THREE
DISTRICT
sp
MANAGERS
THREE
PEOPLE
sp
EACH
REPRESENTING
A
sp
PARTICULAR
FAILURE
OF
YOURS
sp
FIRST
OF
ALL
LET'S
sp
LOOK
AT
sp
BARBARA
sp
WHO
DOESN'T
UNDERSTAND
WHAT
SHE'S
SUPPOSED
TO
BE
DOING
sp
BECAUSE
YOU'VE
sp
FAILED
TO
sp
TELL
sp
HER
sp
CLEARLY
WHAT
HER
RESPONSIBILITIES
sp
ARE
sp
THEN
THERE'S
BERNARD
sp
WHO
DOESN'T
KNOW
HOW
WELL
HE'S
SUPPOSED
TO
BE
DOING
BECAUSE
sp
YOU
FAILED
TO
sp
GIVE
HIM
STANDARDS
OF
sp
PERFORMANCE
sp
THAT
HE
COULD
MEASURE
HIS
sp
EFFORTS
sp
BY
sp
AND
FINALLY
THERE'S
TONY
sp
WHO'S
WASTING
A
LOT
OF
HIS
TIME
BECAUSE
YOU
HAVEN'T
GIVING
HIM
ENOUGH
TARGETS
TO
KEEP
HIM
sp
INTERESTED
AND
sp
TO
DEVELOP
HIS
sp
POTENTIAL
sp
AND
TO
GET
THE
BEST
OUT
OF
HIM
sp
THREE
FAILURES
sp
THEREFORE
sp
RIGHT
sp
TO
CLARIFY
RESPONSIBILITIES
sp
TO
SET
STANDARDS
AND
sp
TO
AGREE
TARGETS
sp
BUT
IT'S
sp
NOT
ALL
MY
FAULT
YES
COULD
YOU
SAY
THAT
JUST
A
LITTLE
LOUDER
I'M
NOT
SURE
THAT
THEY
CAUGHT
IT
DOWN
IN
THE
LOWER
BASEMENT
sp
NOW
sp
LET'S
START
WITH
YOUR
FIRST
sp
PROBLEM
sp
WELL
DONE
HE'S
RIGHT
sp
NO
sp
YOU
WEREN'T
I
WAS
JUST
sp
CALLING
AN
ORDER
DOWN
sp
TO
THE
LOWER
BASEMENT
ER
sp
NO
sp
NOT
sp
BARBARA
ERM
sp
FAILURE
sp
TO
CLARIFY
sp
BARBARA'S
sp
THE
sp
FIRST
THING
sp
YOU'VE
GOT
TO
DO
WITH
YOUR
SUBORDINATE
IS
TO
sp
TELL
THEM
WHAT
THEIR
JOB
sp
IS
sp
THEY
KNOW
THAT
sp
OH
REALLY
WELL
THEY'RE
NOT
MISSIONARIES
ARE
THEY
OR
TAIL
GUNNERS
sp
THEY'RE
DISTRICT
MANAGERS
IN
A
CATERING
COMPANY
LOOK
sp
TONY
AND
BERNARD
MAY
HAVE
FOUND
OUT
WHAT
THEIR
JOB
IS
THE
HARD
WAY
BUT
sp
BARBARA
CERTAINLY
sp
KNOW
sp
BUT
WHAT
DOES
SHE
THINK
IT
IS
THEN
sp
WHY
DON'T
WE
sp
FIND
sp
OUT
sp
YOU
SEE
I'M
WHAT'S
CALLED
A
DISTRICT
MANAGER
sp
WHAT'S
THAT
INVOLVE
sp
WELL
I'M
A
SORT
OF
IDEAS
WOMAN
AND
ER
sp
ADVISOR
sp
PRIMARILY
TO
A
SERIES
OF
CANTEENS
sp
MY
JOB
IS
TO
USE
MY
sp
KNOWLEDGE
AND
EXPERIENCE
OF
CATERING
sp
TO
MAKE
SURE
THAT
THE
MEALS
ARE
sp
EXCITING
sp
VARIED
ENOUGH
sp
AND
ABOVE
ALL
THEY'RE
NUTRITIONALLY
BALANCED
sp
HIGH
PROTEIN
sp
LOW
CARBOHYDRATE
PLENTY
OF
FIBRE
AND
sp
THE
KEY
VITAMINS
sp
AND
MINERALS
sp
IT'S
QUITE
A
sp
CHALLENGE
sp
REALLY
sp
WELL
DO
YOU
AGREE
WITH
HER
DESCRIPTION
OF
THE
JOB
sp
I
sp
I
sp
WELL
HOW
IS
SHE
SUPPOSED
TO
FIND
OUT
sp
FROM
YOU
WHAT
HER
JOB
IS
sp
TAROT
CARDS
sp
READING
THE
LEAVES
IN
YOUR
EMPTY
TEA
CUPS
EXTRA
SENSORY
PERCEPTION
sp
WAITER
sp
TAKE
sp
HER
sp
HER
AWAY
sp
HOW
ABOUT
sp
TELLING
sp
HER
AND
WHEN
YOU
DO
TELL
sp
HER
sp
START
AT
sp
THE
VERY
BEGINNING
sp
REMEMBER
THIS
sp
YOUR
PURPOSE
sp
YOU
sp
TOYED
sp
EXECUTIVE
sp
IS
TO
PROVIDE
QUALITY
FOOD
sp
AT
sp
PRICES
YOUR
CLIENTS
CAN
sp
AFFORD
WHILE
MAXIMISING
YOUR
PROFIT
sp
MARGIN
AM
sp
I
sp
CORRECT
sp
WELL
IF
sp
YOU
PUT
IT
LIKE
THAT
YES
sp
THAT
IS
sp
THE
COMPANY'S
PURPOSE
THEREFORE
sp
IT'S
sp
YOURS
sp
THERE
sp
THAT'S
sp
ALWAYS
WITH
YOU
sp
SIMPLE
ISN'T
IT
sp
SO
sp
WHAT
IS
sp
BARBARA
THERE
sp
FOR
ABOUT
ANOTHER
TWENTY
FOUR
HOURS
IF
SHE
DOESN'T
BUCK
HER
IDEAS
UP
OVER
DONE
WITH
TEA
SAUCE
sp
NOW
sp
HAVE
sp
EVER
sp
ACTUALLY
TOLD
sp
HER
WHAT
HER
JOB
sp
IS
A
sp
THOUSAND
TIMES
I
TOLD
HER
HALF
AN
HOUR
AGO
DID
YOU
sp
WELL
I
THINK
WE
SHOULD
TAKE
ANOTHER
LOOK
AT
sp
WHAT
YOU
ACTUALLY
SAID
sp
THIS
TIME
sp
WITH
SUBTITLES
FOR
THOSE
POOR
PEOPLE
WHO
AREN'T
sp
TELEPATHIC
sp
ERM
sp
NOW
BARBARA
I
KNOW
YOU
HAVEN'T
BEEN
IN
THE
JOB
AS
LONG
AS
THE
OTHER
TWO
sp
BUT
ER
REALLY
YOU'VE
GOT
TO
DO
BETTER
THAN
THIS
I'M
AFRAID
sp
I
THINK
YOU
KNOW
WHAT
I'M
TALKING
ABOUT
DON'T
YOU
I
MEAN
IT'S
NOT
AS
IF
YOU'RE
TOTALLY
NEW
TO
THE
BUSINESS
sp
NO
ER
sp
YE
YES
OF
sp
COURSE
sp
PEOPLE
JUST
AREN'T
HAPPY
WITH
THE
TYPE
OF
FOOD
YOU'RE
SERVING
BARBARA
sp
BUT
OH
sp
I
sp
SEE
sp
OH
RIGHT
sp
MR
sp
LEWIS
sp
THESE
PEOPLE
WANT
SOMETHING
sp
SATISFYING
sp
SO
YOU
WILL
TRY
AND
DO
SOMETHING
ABOUT
IT
WON'T
YOU
sp
YES
sp
OF
COURSE
I
UNDERSTAND
sp
MR
sp
LEWIS
sp
SHE
DIDN'T
sp
QUITE
GET
MY
DRIFT
DID
SHE
sp
NOT
sp
TERRIBLY
NO
sp
SO
sp
YOU
MUST
DEFINE
FOR
sp
HER
CLEARLY
sp
WHAT
sp
HER
RESPONSIBILITIES
ARE
sp
WHAT
ARE
sp
THEY
TO
SEE
THAT
EACH
OF
HER
CATERING
UNITS
OPERATES
TO
THE
HIGHEST
STANDARD
POSSIBLE
sp
WHILE
BALANCING
OUR
CLIENTS
REQUIREMENTS
AGAINST
PROFITABILITY
WITH
sp
DUE
REGARD
TO
COMPANY
POLICY
sp
GOOD
sp
THEN
sp
YOU
MUST
MAKE
HER
RESPONSIBILITIES
sp
EVEN
sp
CLEARER
sp
BY
DEFINING
KEY
AREAS
WHERE
SHE
IS
TO
sp
GET
A
sp
RESULT
sp
WELL
THAT'S
NOT
SO
EASY
NO
I
THOUGHT
IT
MIGHT
NOT
BE
LET'S
sp
PUT
IT
ANOTHER
WAY
sp
WHAT
ARE
THE
PRINCIPLE
AREAS
IN
WHICH
YOUR
DISTRICT
MANAGERS
CAN
sp
COCK
sp
THINGS
sp
UP
sp
OH
DON'T
GET
ME
ON
TO
THAT
ONE
sp
OVERSPENDING
COMPLAINTS
FROM
CUSTOMERS
sp
FAILURE
OF
PUBLIC
HEALTH
INSPECTION
ALRIGHT
THAT'S
THREE
FOR
A
START
sp
THREE
WHAT
sp
THREE
KEY
AREAS
WHERE
YOU
CAN
ESTABLISH
IF
YOU
NEED
DECENT
RESULTS
sp
BUDGET
CONTROL
sp
CUSTOMER
SATISFACTION
AND
HYGIENE
sp
NOW
sp
DO
THOSE
DEFINE
THE
JOB
FULLY
sp
NO
sp
GO
ON
THEN
sp
WELL
THERE'S
PROFITABILITY
sp
NEW
BUSINESS
TWO
MORE
TO
USE
ON
AREAS
NOW
sp
WOULD
YOU
LIKE
TO
TELL
SOME
OF
THIS
TO
BARBARA
sp
YES
TOMORROW
MORNING
sp
NINE
THIRTY
sp
OKAY
sp
BUT
I
sp
THOUGHT
I
WAS
sp
PROMOTED
BECAUSE
sp
EVERYONE
WAS
GOING
ON
ABOUT
MY
ORIGINALITY
I
sp
THOUGHT
YOU
WANTED
THE
sp
SAME
APPROACH
sp
WELL
THAT'S
MY
sp
FAULT
FOR
NOT
MAKING
YOUR
NEW
JOB
CLEARER
sp
THAT
WAS
GREAT
WHEN
YOU
WERE
A
UNIT
MANAGER
FOR
A
DIRECTORS
BOARDROOM
BUT
sp
IT'S
NOT
RIGHT
NOW
FOR
A
WORK'S
CANTEEN
sp
OH
sp
YOU
SEE
YOUR
CANTEEN
TAKINGS
HAVE
DROPPED
BY
NEARLY
TWENTY
PERCENT
OVER
THE
LAST
TWO
MONTHS
sp
HAVE
THEY
sp
WELL
YOU
SHOULD
KNOW
THAT
sp
SHOULD
sp
I
I
THOUGHT
THAT
IF
PEOPLE
WERE
UNHAPPY
IT'S
ONE
OF
YOUR
PRINCIPLE
RESPONSIBILITIES
HOW
MANY
TIMES
HAVE
I
TOLD
YOU
I
ER
sp
LOOK
ERM
sp
WHAT
I
SHOULD
HAVE
DONE
IS
sp
CLARIFY
WHAT
YOU'RE
DOING
HERE
sp
NOW
sp
I
WROTE
THIS
OUT
sp
OH
sp
YES
AND
I'VE
sp
BROKEN
IT
UP
INTO
PARTS
I'LL
BE
DOING
THE
SAME
WITH
BERNARD
AND
TONY
INCIDENTALLY
sp
KEY
AREAS
RIGHT
sp
THEY'RE
THE
MAKE
OR
BREAK
AREAS
WHICH
COMPRISE
YOUR
JOB
sp
NOW
I'D
LIKE
TO
GO
THROUGH
EACH
OF
THEM
WITH
YOU
sp
NOW
sp
AND
THEN
AGAIN
IN
TWO
WEEKS
TIME
sp
AND
HEAR
ANY
SUGGESTIONS
YOU
MAY
sp
HAVE
sp
OH
sp
RIGHT
sp
SO
THE
FIRST
LESSON
IN
ORGANISING
YOUR
STAFF
SUCCESSFULLY
sp
IS
TO
DEFINE
THEIR
RESPONSIBILITIES
sp
TELL
THEM
WHAT
THEY'RE
THERE
FOR
sp
THEN
sp
ESTABLISH
THE
KEY
AREA
IN
WHICH
THE
PERSON
DOING
THAT
JOB
MUST
ACHIEVE
RESULTS
AND
sp
REVIEW
THEM
REGULARLY
sp
TO
MAKE
SURE
YOUR
EMPLOYEE
ALWAYS
HAS
THE
SAME
VIEW
OF
THE
JOB
AS
YOU
sp
DO
WELL
THAT'LL
HELP
ME
WITH
BARBARA
sp
BUT
IT
DOESN'T
SOLVE
BERNARD'S
PROBLEM
sp
HE
KNOWS
WHAT
HIS
RESPONSIBILITIES
ARE
sp
BUT
HE
DOESN'T
GET
DECENT
RESULTS
WELL
HOW
DO
YOU
EXPECT
BERNARD
RESULTS
sp
IF
YOU
DON'T
TELL
HIM
WHICH
RESULTS
ARE
DECENT
sp
COME
AGAIN
sp
ALRIGHT
sp
WE'VE
DEALT
WITH
RESPONSIBILITIES
sp
LESSON
TWO
sp
STANDARDS
AH
HA
sp
I'M
A
STICKLER
FOR
STANDARDS
ARE
YOU
OH
YES
EVERY
MONTH
I
CALL
HIM
INTO
THE
OFFICE
AND
sp
I
SAY
IT
STILL
ISN'T
GOOD
ENOUGH
sp
PULL
YOUR
SOCKS
UP
sp
HOW
FAR
sp
I'M
SORRY
sp
HOW
FAR
sp
DO
YOU
TELL
BERNARD
TO
sp
PULL
HIS
SOCKS
sp
UP
AN
INCH
sp
THREE
INCHES
A
FOOT
sp
I
sp
DON'T
sp
UNDERSTAND
sp
WELL
IT'S
NOT
GOOD
ENOUGH
sp
YOU'RE
NOT
DOING
YOUR
JOB
PROPERLY
I
KNOW
sp
WELL
YOU'VE
GOT
TO
DO
BETTER
sp
BUT
sp
HOW
BY
BUCKING
YOUR
sp
IDEAS
UP
sp
BY
GETTING
A
GRIP
ON
YOURSELF
ABOVE
ALL
sp
BY
PULLING
YOUR
SOCKS
UP
sp
BUT
HOW
sp
EXACTLY
sp
ALL
THOSE
PHRASES
USELESS
sp
WOOLLY
MANAGEMENT
OF
THE
WORST
KIND
ER
A
sp
SUBSTITUTE
sp
FOR
THOUGHT
AND
NO
HELP
TO
ANYONE
sp
NO
LOOK
sp
EVERY
EMPLOYEE
sp
NEEDS
TO
BE
SET
sp
STANDARDS
OF
sp
ACHIEVEMENT
BELOW
WHICH
HE
MUST
NOT
sp
FALL
sp
NOW
THESE
STANDARDS
NEED
TO
BE
VISIBLE
sp
COMMON
TO
EVERYONE
IN
THE
SAME
JOB
sp
AND
FIXED
sp
ER
LIKE
A
YARDSTICK
sp
BY
WHICH
THE
EMPLOYEE
sp
CAN
MEASURE
HIS
ACTIVITIES
FOR
HIMSELF
sp
IF
YOU
DON'T
GIVE
HIM
A
YARDSTICK
sp
YOU
GET
THIS
sp
WE'RE
TALKING
ABOUT
A
COMPLETE
REFIT
REALLY
sp
REPLACE
sp
COOKERS
sp
INSTAL
NEW
DEEP
FREEZE
UNITS
sp
STREAMLINE
ALL
THE
WORKSURFACES
HERE
sp
YOU
ARE
sp
YOU
WON'T
GET
IT
DONE
ANY
CHEAPER
THAN
THAT
I
CAN
PROMISE
YOU
sp
MY
sp
GOD
sp
WILL
IT
REALLY
COST
THIS
MUCH
sp
LISTEN
I'M
DOING
YOU
A
sp
FAVOUR
I'VE
sp
GOT
TO
BE
SO
CAREFUL
THAT'S
THE
TROUBLE
I
NEVER
KNOW
WHEN
MY
BOSS
IS
SUDDENLY
GOING
TO
BITE
MY
HEAD
OFF
sp
STILL
sp
I
sp
THINK
WE'RE
MAKING
ENOUGH
sp
TO
sp
COVER
IT
sp
YOU
SEE
sp
THE
POOR
DIDN'T
KNOW
WHETHER
HE
COULD
AFFORD
THE
CONTRACT
OR
NOT
sp
HE'S
HAVING
TO
OPERATE
ON
GUESSWORK
sp
GUESSWORK
YES
ERM
DO
sp
YOU
REMEMBER
THAT
REPORT
YOUR
STAFF
HANDED
IN
THIS
MORNING
THERE
sp
YOU
sp
ARE
sp
MR
LEWIS
THANKS
sp
WHAT
THE
HELL'S
sp
THIS
IT'S
sp
MY
sp
REPORT
sp
I
MEANT
A
SUMMARY
NOT
WAR
AND
PEACE
sp
JUST
TWO
PAGES
sp
HERE
LOOK
LIKE
TONY'S
HE
KNEW
WHAT
I
sp
WANTED
sp
IF
YOU
ONLY
WANTED
TWO
PAGES
sp
YOU
SHOULD
HAVE
SAID
SO
sp
YOU
COULD
HAVE
SAID
SOMETHING
LIKE
sp
I
ONLY
WANT
TWO
PAGES
sp
IT'S
sp
NOT
sp
DIFFICULT
OH
ERM
BERNARD
I
DON'T
SEEM
TO
HAVE
YOURS
HERE
I'M
AFRAID
I
HAVEN'T
DONE
IT
YET
MR
LEWIS
sp
HAVEN'T
DONE
IT
sp
BUT
I
TOLD
YOU
I
WANTED
IT
IN
TODAY
NO
YOU
DIDN'T
sp
YOU
JUST
SAID
YOU
WANTED
IT
AS
SOON
AS
POSSIBLE
AND
SO
FAR
I'M
AFRAID
IT
JUST
sp
HASN'T
BEEN
POSSIBLE
sp
IF
YOU
WANTED
sp
THE
REPORT
HANDED
IN
BY
A
CERTAIN
sp
DAY
WHY
DIDN'T
YOU
SAY
SO
sp
I
MEAN
IF
YOU'D
SET
PRECISE
sp
STANDARDS
IN
THE
FIRST
PLACE
YOU
sp
WOULDN'T
HAVE
CAUSED
ALL
THAT
CONFUSION
sp
SO
sp
WHAT
IS
A
STANDARD
THEN
sp
A
STANDARD
IS
QUITE
SIMPLY
sp
A
sp
MEASUREMENT
sp
IMPOSED
sp
BY
YOU
sp
ON
YOUR
sp
STAFF
sp
THAT
TELLS
THEM
EXACTLY
WHAT'S
EXPECTED
OF
THEM
sp
IT
ENABLES
sp
YOUR
STAFF
sp
TO
KNOW
THEMSELVES
HOW
WELL
THEY'RE
DOING
sp
THEIR
JOB
AND
IF
THEY'RE
KEEPING
UP
TO
THE
MARK
sp
IT
HELPS
sp
THEM
sp
I'VE
sp
HEARD
THE
sp
THEORY
sp
BUT
YOU
CAN'T
ACTUALLY
SET
MEASURABLE
STANDARDS
IN
ALL
THE
JOBS
CAN
YOU
IF
YOU
THINK
ABOUT
IT
YOU'LL
FIND
YOU
CAN
sp
WELL
sp
WE
MAY
NOT
HAVE
ENOUGH
sp
TIME
FOR
THAT
SO
ERM
sp
LET'S
sp
IMAGINE
sp
THAT
YOU'RE
sp
A
SALES
DIRECTOR
sp
AND
NOW
THIS
sp
IS
sp
MORE
DIFFICULT
sp
LET'S
IMAGINE
THAT
sp
YOU'RE
AN
sp
EFFECTIVE
sp
ONE
sp
NOW
sp
THESE
sp
ARE
sp
THE
MINIMUM
STANDARDS
WE
EXPECT
FROM
OUR
SALESMEN
sp
NO
FEWER
THAN
TEN
COLD
CALLS
EACH
MONTH
sp
ALL
COLD
CALL
REPORTS
MUST
BE
FILED
WITHIN
SEVEN
WORKING
DAYS
OF
A
VISIT
sp
AND
A
MINIMUM
OF
EIGHTY
CALLS
TO
BE
MADE
PER
MONTH
TO
EXISTING
CUSTOMERS
sp
MM
OH
sp
I
sp
SEE
sp
I
AM
LAYING
DOWN
PRECISE
QUOTAS
sp
SO
MY
STAFF
CAN
SEE
AT
ONCE
sp
IF
THINGS
AREN'T
UP
TO
SCRATCH
RIGHT
sp
AH
BUT
SALES
IS
EASY
sp
ALRIGHT
sp
YOU'RE
A
PRODUCTION
MANAGER
sp
RIGHT
sp
SO
WE'VE
AGREED
ON
A
MAXIMUM
OF
SIXTEEN
AND
THREE
QUARTER
PERCENT
PAPER
WASTAGE
sp
THREE
HOURS
SETTING
UP
TIME
AND
ER
sp
FOUR
AND
HALF
HOURS
PRINTING
sp
WELL
ALRIGHT
BUT
SALES
AND
PRODUCTION
ARE
EASILY
QUANTIFIED
sp
YOU
CAN'T
HAVE
MEASURABLE
STANDARDS
FOR
EVERYTHING
YOU
CAN
sp
YOU'LL
FIND
sp
EVERYTHING
sp
IS
sp
MEASURABLE
sp
IN
TERMS
OF
ONE
sp
OR
sp
MORE
sp
OF
THESE
FOUR
FACTORS
sp
QUALITY
sp
QUANTITY
sp
TIME
sp
COST
sp
EVERYTHING
sp