Introduction to Business English - Day 5


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Introduction to Business English - Day 5

  1. 1. Introduction to Business English Day 5
  2. 2. First… <ul><li>Homework </li></ul>
  3. 3. Business Ethics Time!! <ul><li>Craigslist </li></ul><ul><ul><li>Like </li></ul></ul><ul><ul><li>Area for escort services </li></ul></ul><ul><ul><li>Government tries to sue them for illegal activity </li></ul></ul><ul><ul><li>Now you have to pay to post in this area. </li></ul></ul><ul><ul><li>Should they have done this? </li></ul></ul>
  4. 4. Issues with cross-culture phone calls <ul><li>Many people are not very confident about using the telephone in English. However, good preparation can make telephoning much easier and more effective. Then, once the call begins, speak slowly and clearly and use simple language. </li></ul><ul><li>Check that you understand what has been said. Repeat the most important information, look for confirmation. Ask for repetition if you think it is necessary. </li></ul>
  5. 5. <ul><li>Remember too that different cultures have different ways of using language. Some speak in a very literal way so it is always quite clear what they mean. Others are more indirect, using hints, suggestions and understatement (for example ‘not very good results’ = ‘absolutely disastrous’) to put over their message. North America, Scandinavia, Germany and France are ‘explicit countries, while the British have a reputation for not making clear exactly what they mean. One reason for this seems to be that the British use language in a more abstract way than most Americans and Continental Europeans. </li></ul>
  6. 6. <ul><li>In Britain there are also conventions of politeness and a tendency to avoid showing one’s true feelings. For example if a Dutchman says an idea is ‘interesting’ he means that it is interesting. If an Englishman says that an idea is ‘interesting’ you deduce from the way he says it whether it is a good idea or bad idea. </li></ul><ul><li>Meanwhile, for similar reasons Japanese, Russians and Arabs – ‘subtle’ countries – sometimes seem vague and devious to the British. If they say an idea is interesting, it may be out of politeness. </li></ul>
  7. 7. <ul><li>The opposite of this is that plain speakers can seem rude and dominating to subtle speakers, as Americans can sound to the British – or the British to the Japanese. The British have a tendency to engage in small talk at the beginning and end of a telephone conversation. Questions about the weather, health, business in general and what one has been doing recently are all part of telephoning, laying a foundation for the true purpose of the call. At the end of the call there may well be various pleasantries. Nice talking to you. Say hello to the family (if you have met them) and Looking forward to seeing you again soon. A sharp, brief style of talking on the phone may appear unfriendly to a British partner. Not all nationalities are as keen on small talk as the British. </li></ul>
  8. 8. <ul><li>Being aware of these differences can help in understanding people with different cultural traditions. The difficulty on the telephone is that you cannot see the body language to help you. </li></ul>
  9. 9. Structure of a call <ul><li>Beginning </li></ul><ul><li>Introduce yourself </li></ul><ul><li>Get who you want </li></ul><ul><li>Small talk </li></ul><ul><li>State problem </li></ul><ul><li>Middle </li></ul><ul><li>Ask questions </li></ul><ul><li>Get/give information </li></ul><ul><li>Confirming the information </li></ul><ul><li>End </li></ul><ul><li>Signal end </li></ul><ul><li>Thank other person </li></ul><ul><li>Small talk </li></ul><ul><li>Refer to next call </li></ul><ul><li>Close call </li></ul><ul><li>Follow-up </li></ul><ul><li>Email or fax any added things talked about </li></ul>
  10. 10. Making Appointments <ul><li>State the reason for having an appointment </li></ul><ul><ul><li>I’m calling to ask…… </li></ul></ul><ul><ul><li>I’d like to ……. </li></ul></ul><ul><ul><li>I need some information about…. </li></ul></ul><ul><li>Making arrangements </li></ul><ul><ul><li>Could we meet some time tomorrow/next week? </li></ul></ul><ul><ul><li>When would be a good time? </li></ul></ul><ul><ul><li>Would (day) at (time) suit you? </li></ul></ul><ul><ul><li>What about XXXXX? </li></ul></ul><ul><li>Accepting and declining an appointment </li></ul><ul><ul><li>That would be fine. </li></ul></ul><ul><ul><li>No, sorry I can’t make it at that time. </li></ul></ul><ul><ul><li>Sorry, I’m busy this week. </li></ul></ul>
  11. 11. Listen…
  12. 12. Practice…
  13. 13. Changing an appointment <ul><li>Common phrases </li></ul><ul><ul><li>*Excuese*. Could we change the day/time to XXX </li></ul></ul><ul><ul><li>I’m afraid I can’t make our appointment. </li></ul></ul><ul><ul><li>Can we put it off until XXXX </li></ul></ul><ul><li>Etiquette in changing or cancelling </li></ul><ul><ul><li>Never do it by text, email or assistant. Make the call yourself. </li></ul></ul><ul><ul><li>Apologize about the change. </li></ul></ul><ul><ul><li>Have a good excuse. “I’m busy” isn’t one. </li></ul></ul><ul><ul><li>Work around their schedule for the next appointment. </li></ul></ul>
  14. 14. Listen… <ul><li>Details of the original meeting </li></ul><ul><li>The reason why the change </li></ul><ul><li>The new appointment time </li></ul>
  15. 15. Ending a call <ul><li>Some basic phrases </li></ul><ul><ul><li>I look forward to talking to you again </li></ul></ul><ul><ul><li>Call me if you need anything else </li></ul></ul><ul><ul><li>It was nice talking to you </li></ul></ul><ul><ul><li>Look forward to talking to you again. </li></ul></ul><ul><ul><li>I need to (get back to work, go to a meeting, etc.) </li></ul></ul><ul><li>Some people may end with small talk or other things. Be respectful of their time and yours and be polite. </li></ul>
  16. 16. Listen…. <ul><li>First part: </li></ul><ul><ul><li>What did he do wrong in the ending? </li></ul></ul><ul><li>Second part: </li></ul><ul><ul><li>Was this more appropriate? </li></ul></ul><ul><li>Third part: </li></ul><ul><ul><li>What was the problem? </li></ul></ul><ul><ul><li>Did she handle it correctly? </li></ul></ul>
  17. 17. Handling problems over the phone <ul><li>Be Calm </li></ul><ul><li>Listen to speaker </li></ul><ul><ul><li>Get all information needed </li></ul></ul><ul><ul><li>Helps them to calm down </li></ul></ul><ul><li>Ask any follow-up questions </li></ul><ul><li>Always be nice when helping them. </li></ul><ul><li>DON’T LIE!! </li></ul>
  18. 18. Homework <ul><li>Part one: finish the email placing the verbs in present continuous tense. </li></ul><ul><li>Part 2: Find out who would say the sentence when reading Jasbir’s email and Ulla’s diary. </li></ul>