3. LEARNING
OUTCOMES
At the end of this lesson the
learner should be able to:
1
Carry out a simple
English conversations
with confidence.
2
Handle complaints
and create a positive
atmosphere through
verbal
communication.
3
Respond to verbal
and written
instruction
appropriately.
3
5. TIPSTOSTARTACONVERSATION:
5
AT THE OFFICE: ___________
___________
__________
Hi, my name
is Anne. How
are you
doing?
Hello, how’s
your day
going?
We’re sure
we having a
busy day
today.
___________
___________
__________
___________
___________
__________
6. TIPSTOSTARTACONVERSATION:
6
AT THE CONFERENCE OR WORK EVENT:
___________
___________
__________
So, where
are you
from?
It seems that
I have meet
you before.
That was an
exciting
workshop.
What do you
think?
___________
___________
__________
___________
___________
__________
13. TIPSTOSTARTACONVERSATION:
13
6. Ask for help
Requesting help is another effective conversation
starter. It works because it makes the other
person feel helpful, especially if it’s something
they can provide easily.
14. TIPSTOSTARTACONVERSATION:
14
7. Mention a shared experience
If you want to talk to someone who you know
shares something in common with you, you can
always find a topic as a talking point.
16. TIPSTOSTARTACONVERSATION:
16
9. Praise the person
When you meet an executive or prominent
person in your organization for the first time, a
good way to start a conversation is to praise their
work.
21. TIPSTOSTARTACONVERSATION:
21
1. Ask for information
2. Pay a compliment
3. Comment on something
pleasant
4. Introduce yourself
5. Offer help
6. Ask for help
7. Mention a shared experience
8. Ask an opinion
9. Praise the person
10. Show genuine interest
11. Ask about them
12. Make an observation
13. Comment on the weather
23. HEREARESOMEWAYSTOCLARIFYTHINGS
23
1. Can you repeat that, please?
2. Would you mind saying that again?
3. Sorry, I didn’t catch that.
4. Sorry, I missed that.
5. Can you go over that again, please?
24. HEREARESOMEWAYSTO ASKFOR
CLARIFICATION
24
1. You would like me to…..?
2. Can I make sure I understand that correctly?
3. So, I should….?
4. What would you like me to do?
5. What should I do when I finish that?
29. • Describe exactly what the problem is.
• How and when did it begin?
• Did the problem occurred before or not?
• Did anyone was affected on this problem?
HEREAREFEWTHINGSTHATCANHELPYOU
TROUBLESHOOTTHESITUATIONS:
29
31. • I’m sorry there’s been a delay in our response
• I regret to inform you…..
• I understand how important this is to you…..
KEYPHRASESTOSAYAGENUINEAPOLOGY:
31
33. Herearefewquestionsthatshouldhelpyouto
planasolution:
33
• Find a specific person to assist the customer.
• Specify a time frame to guarantee that the problem is well
taken care of.
• Notify the plan of actions to make it happen.
• How will a costumer be notified about the solution?
• Just remember that the solution is within the company’s
policy and with the approval of the supervisor.
35. Thesewordsandphrasescanhelpyouexpress
yourownopinion:
35
• I believe that….
• In my experience….
• What I mean is….
• As far as I’m concerned…
• In my opinion…
• Personally, I think…
• I’d say that…
• I’d suggest that…
• Let me say it this way…
• I’d like to point out that….
• Speaking for myself….
36. OPPOSINGWITHANOTHER’SOPINION
36
USEFUL PHRASES FOR DISAGREEING WITH AN OPINION:
• On the contrary..
• Yes, but don’t you think..
• I’m afraid I have to disagree..
• However ..
• I’m not sure about that..
• It’s unjustifiable to say that..
40. 40
• Answering the call is compared to opening your door to
someone. On the telephone, the caller would like to hear a
warm and friendly professional voice. Make sure that you
make a good impression.
SOUND INTERESTED AND WELCOMING
41. 41
TRY USING THE FOLLOWING QUESTIONS SUCH AS:
1. A question answerable by yes or no.
2. A question with limited choices.
3. A question requiring more information.
4. A question asking for something to be given or done.
SOUND INTERESTED AND WELCOMING
42. 42
• Taking orders over the telephone can be challenging, that is
the reason why dealing with request and orders is a special
skill to utilize.
CONFIRMING CUSTOMER’S REQUEST
45. USA
45
American accents sound so smooth. They often blend
words instead of pronouncing each letter.
BRITAIN
Native British English speaker pronounces the word /r/
as it end in /h/ sound.
46. SCOTLAND
46
Scottish standard English is rhotic, meaning the “R”
sound is pronounced clearly at the end of words.
CANADA
Canadian English accents are similar to North
Americans.
47. AUSTRALIA
47
Australia English has a lot in common with British
English. Their accent is non rhotic meaning the words
end in “r” are pronounced with a soft “h”.
NEWZEALAND
New Zealand English pronounce the letter “o” as “oy”.
The letter “e” is pronounced elongated like word “yes” can sound like
[yeeeees] , and the word “again” can sound like [ageen].
Additionally , the letter “I” is pronounced like [u] as in [cup].
48. IRELAND
48
Ireland English pronounce “I”, for example as the word
“like” it becomes [loik] “height”. It becomes [hoight].
The “r” sound is pronounce as “park”
53. TheProblem
Declining Market
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Financial
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Trust
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Cost
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Margins
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53
54. Product
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Unique
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First to Market
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Tested
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Authentic
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54
55. BusinessModel
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Research
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Finance
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Invest
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55
56. MarketOpportunityOption1
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$1B
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consectetur adipiscing elit.
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lacinia. Ut fermentum a
magna ut eleifend. Integer
convallis suscipit ante eu
varius.
• Morbi a purus dolor.
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finibus justo viverra blandit.
$2B
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tortor eget sodales. Nulla a
erat eget nunc hendrerit
ultrices eu nec nulla.
• Donec viverra leo aliquet,
auctor quam id, convallis orci.
56
57. MarketOpportunityOption2
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$3B
Opportunity to Build
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$2B
Freedom to Invent
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$1B
Few Competitors
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57
58. CompetitionOption1
Contoso Pharmaceuticals
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adipiscing elit.
• Nulla a erat eget nunc hendrerit ultrices eu nec
nulla. Donec viverra leo aliquet, auctor quam id,
convallis orci.
• Sed in molestie est. Cras ornare turpis at ligula
posuere, sit amet accumsan neque lobortis.
• Maecenas mattis risus ligula, sed ullamcorper nunc
efficitur sed.
Competitor
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• Nulla a erat eget nunc hendrerit ultrices eu nec
nulla. Donec viverra leo aliquet, auctor quam id,
convallis orci.
• Sed in molestie est. Cras ornare turpis at ligula
posuere, sit amet accumsan neque lobortis.
• Maecenas mattis risus ligula, sed ullamcorper nunc
efficitur sed.
58
60. GrowthStrategy
How will we scale in the future
Phase 1
Month, Year
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magna ut eleifend. Integer
convallis suscipit ante eu
varius.
Phase 2
Month, Year
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convallis suscipit ante eu
varius.
Phase 3
Month, Year
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varius.
60
62. Timeline
Our two-year action plan
20YY
AUG SEP OCT NOV
20YY
DEC JAN FEB MAY
MAR APR JUN JUL AUG SEP OCT NOV DEC JAN FEB MAY
MAR APR
Trials
Month, 20YY
62
Legislation
Month, 20YY
Marketing
Month, 20YY
Investment
Month, 20YY
Procurement
Month, 20YY
Launch
Month, 20YY
63. Financials
Year 1 Year 2 Year 3
Detailers 5,000 40,000 160,000
Users 50,000 400,000 1 600,000
Sales 500,000 4 000,000 16 000,000
Average Price per Sale 75 80 90
Revenue @ 15% 5 625,000 48 000,000 216 000,000
• Cost of Revenue 0 0 0
Gross Profit 5 625,000 48 000,000 216 000,000
Expenses
• Sales & Marketing 5 062,500 38 400,000 151 200,000 70%
• Customer Service 1 687,500 9 600,000 21 600,000 10%
• Product Development 562,500 2 400,000 10 800,000 5%
• Research 281,250 2 400,000 4 320,000 2%
Total Expenses 7 593,750 52 800,000 187 920,000
EBIT -1 968,750 -4 800,000 28 080,000 13%
63
64. Team
Mirjam Nils
COO
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Integer convallis suscipit ante eu
varius.
Victoria Lindqvist
COB
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Integer convallis suscipit ante eu
varius.
Angelica Astrom
CFO
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64
66. Funding
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Fund Category
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Fund Category
$82,000
$32,000
$14,000 $12,000
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Fund Category
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Fund Category
66
67. Summary
Summary tagline or
sub-headline
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lacinia.
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dolor. Suspendisse sit amet ipsum finibus justo
viverra blandit.
• Ut congue quis tortor eget sodales. Nulla a erat
eget nunc hendrerit ultrices eu.
67
Tourism and hospitality is a global industry where people from diverse culture and environment meet. In the international setting, people find it difficult to express their opinions and ideas. Since the English language is a common language, people in this industry must be able to understand basic instructions and communicate in the English context.
Starting a conversation can be difficult with other people. Proper understanding and responding to opening statements is an essential skill at work. When you are able to master this skill you will give a positive impression from other people. In the tourism and hospitality industry starting a conversation is an essential skill in their career.
In the workplace, you can choose a variety of topics to start a conversation as long as they are appropriate for the environment. Conversations with colleagues or professional contacts will be different than those with new friends or acquaintances. Your initial efforts could start a conversation that may pay off by helping you build valuable relationships with coworkers and colleagues. Here are some conversation starters for the workplace:
ASK FOR INFORMATION-This is an effective, natural way to build rapport with someone quickly. Even if you already know the answer, it is still a good way to approach someone if you cannot think of another topic.
For example, if you are attending an event and see a colleague you have not talked to yet, you can ask them about the conference.
Example: “Do you know if the regional director will speak after the opening session?”
With this, you can take the conversation even further by mentioning something you like about the speakers and so on.
You can pick something about the person you like and mention why you like it.
Example: “I really like your hair. The cut suits you.”
There are several follow-up questions you can ask to keep the conversation going such as where they go to get their hair cut or how they chose the style.
The occasion could have been the last office happy hour or a sports game that was on the night before. If the person shares your views, you are on your way to an engaging conversation.
Example: “Did you watch the football game last night? I think our team finally hit their stride.”
From there, the conversation can go deeper into the game or a tangential subject such as a different sports team.
If you just started a new job and have not met someone in another department yet, you can approach them and introduce yourself.
Example: “Hi, I’m Lisa. I’m new to the team and wanted to introduce myself.”
You can then ask follow-up questions about their position or how long they have been with the company.
Related: How To Introduce Yourself in an Interview
Offering help can make you likable and earn the trust of the other person, especially when you show genuine concern.
Example: “Can I help you file away some of those binders?” or “Do you need a seat?”
From there, you can lead into a conversation related to the task such as what is in the contents of the binders.
If someone does you a favor, they may be more likely to think of you in a favorable light and trust you. Asking for help can help you start a friendly conversation but make sure your request is convenient for the other party.
Example: “Could you tell me where this conference room is located?” or “Could I borrow a pen from you?”
Your shared experiences make getting along easier and that aids the flow of the conversation and the building of the relationship.
Example: “When was the last time you saw our friend Rachel?” or “How do you like working in the Philly office?”
If they are familiar with the topic, many people will happily respond to your questions and get a conversation started. When asking for an opinion, choose topics relevant to the moment.
Example: “How do you like the coffee from the new cafe?” or “Are those (name brand) shoes? Are they comfortable?”
Example: “I heard the speech you gave at the banquet last week. You made some really good points.”
Follow up the praise with questions relevant to the compliment such as how they became such a good public speaker.
Passions can get your coworkers talking and you can learn something new. Remember to keep the conversation friendly and positive.
Example: “I see your T-shirt says [band name]. Have you been to one of their shows?” or “I saw on the welcome email that you just moved here from Barbados. What is it like there?”
Try finding a topic that will allow the person to speak about their interests, family or experiences.
Example: ”That’s a great photo of your family on your desk. How old are your children?” or ”I heard that you recently took vacation time to visit Hawaii, how was it?”
Commenting on the building, temperature or artwork can all be great ways to get a person talking with you.
Example: ”They did a great job decorating this office” or ”The views from this window are beautiful!”
It is one of the easiest ways to get someone talking and can segue into multiple other topics.
Example: “It’s a beautiful day, isn’t it?" or “Can you believe all the snow we’re getting?”
Let’s review…..
Our ability to understand people is crucial to meet the needs of the customer. If someone fails to comprehend what other people say it may result in misunderstanding. In order to clear up something, you need to ask to repetition.
You must also make sure you fully understand the instructions or requests that you hear. First, repeat the instructions or request back to the person. If you are still not completely sure what to do, ask for clarification.
Keywords are an essential part of any language. A clear understanding of keywords can help you successfully participate in a conversation.
Let’s analyze the dialogue and try to identify the keywords. Encircle the key words you may find in the conversation.
In every situation problems will surely arise when dealing with customers. Dealing with the customers effectively, you must anticipate the barriers that might prevent you from satisfying the needs of your customers
FORESIGHT--- in business, foresight is used to analyze present circumstances in order to predict future problems and courses of action that will allow you to arrive at a desired outcome.
When problems arise at work, examining the possible causes of problem is important before starting to find a solution. In this manner, iot will help to produce more desirable effects in the future. As part of the team in an organization problems may result to several effects and it may aggravate the situations.
It is important to listen and hear what the customer would tell. Summarize the customers concern and assure him/her that you understand the situation. Let him/her know that you are here to help them.
If you are not sure how to resolve the problem, apologize briefly and inform the customer that you need to discuss the case with the supervisor. Be confident and do not hesitate to ask the customer to hold on a minute. Customer appreciate getting the correct answer, even if it will take a bit longer.
Dealing and upset customer can be frustrating and challenging. The customer gets angry for some reason and its your job to help a customer who is in need to take appropriate steps to resolve the situation. No matter who, what and where is the source of the problem, the first step you need to do is to sincerely apologize. According to sarah chamber (2018) she said that “saying sorry is the most effective, cheapest way to turn around bad customer experience. Because its so effective, knowing how to apologize correctly is a key skill for customer service professionals”.
After investigating the cause of the problem, it is appropriate to suggest a solution to overcome the problem. Make sure that the manner of saying these words are not to give a command but rather to provide an alternative course of action.
