Workplace English Podcast

BEP 76: Conversation Techniques

editor@languagekey.com (Workplace English Training E-Platform) — Fri, 06 Nov 2009 15:46:01 +0000

INTRODUCTION

In this podcast lesson, we'll be looking at a number of useful techniques to help to you develop a conversation.

When you are taking part in a conversation the most important thing is to react to what the other person is saying. If you don't react, the conversation is likely to end very quickly. Reacting helps to show that you are listening, you are interested in what the other person is saying and that you want to keep the conversation going.

We'll demonstrate some basic conversation techniques through two dialogues. While you listen, make a mental note of the techniques used to keep the conversation going.

SITUATION 1

You're now going to listen to two conversations between Paul and Nancy. In the first conversation, make a note of what Nancy says in reaction to what Paul says and vice versa.

BEP 75: Telephoning - Using Standard Phrases

editor@languagekey.com (Workplace English Training E-Platform) — Tue, 13 Oct 2009 11:53:35 +0000

Introduction

Making and receiving telephone calls is one of the hardest skills in English, especially for non-native speakers who often rely on non-verbal cues such as signs gestures and facial expressions to help their understanding.

In business situations, however, telephoning has a language of its own. We use standard phrases for every telephone function such as answering the phone, offering to help the caller, putting a caller on hold, taking a message, closing a call, etc. Learning these phrases will help you not only better understand what the other person is saying, but also direct the telephone conversation so that you can communicate your message successfully and concisely. It's a good idea for you to practice and becoming familiar with the most common standard telephone phrases.

In this podcast lesson, we'll demonstrate the use of common standard telephone phrases through some short telephone conversations. Lynn is a receptionist at an international shipping company. You're going to listen to her take four routine calls.

BEP 74: Giving and Receiving Verbal Instructions

editor@languagekey.com (Workplace English Training E-Platform) — Fri, 02 Oct 2009 08:26:45 +0000

Introduction

The ability to understand verbal instructions is a necessary requirement in most workplaces across all industries. Giving verbal instructions is often the quickest and most effective way to communicate ideas. Having said this, verbal communication can often leave room for error and confusion.

In this podcast lesson, we're going to look at a number of basic techniques to help you to deliver spoken instructions in a manner which will help minimise any error and confusion.

Situation

Kevin, the Head Receptionist at Biometrics, is training a new receptionist, Jenny, on her first day at work. Listen in and decide when Jenny doesn't understand, when she clarifies, i.e. checks what Kevin means, and when she understands. Consider what techniques Kevin uses to ensure his instructions are given clearly and concisely.

BEP 73: Making Polite Requests

editor@languagekey.com (Workplace English Training E-Platform) — Wed, 16 Sep 2009 03:49:37 +0000

Introduction

In business, we often have to ask someone to do something for us. There are many different ways of making requests in English; some requests are direct and others are indirect. In general though, the more indirect your request, the more polite it will sound. And unsurprisingly, indirect requests generally include more words than direct requests. In some cultures it may seem strange to use such polite language, but in western culture, it's very important to be as polite as possible, especially if you are asking someone to do something for you or requesting information from them.

In general, the language of a request becomes more polite if you are asking a big favour, and/or if you are speaking in a more formal situation to someone, perhaps to your superior at work or to a customer or client. When speaking to friends and colleagues in informal situations, however, requests tend to be shorter and more direct.

In this podcast lesson, you're going to listen to a number of short conversations in which the speakers make different types of requests. Pay attention to the language of each request. At the same time, consider the relationship between the two people speaking as well as the nature of each request.

Situation 1

In the first situation, Rachel asks her boss, Mr Green, if she can have a day off work. Since she has a fairly formal relationship with her boss, she must be extra polite when asking this favour.

BEP 72: Welcoming Business Visitors

editor@languagekey.com (Workplace English Training E-Platform) — Tue, 01 Sep 2009 07:37:00 +0000

Introduction

Knowing how to welcome business visitors is an important business speaking skill. This is often the first impression that a visitor will have of a company so you need to make a good impression. Treat visitors in a friendly and relaxed manner, and make sure they are comfortable if they have to wait around. Take an interest in who they are and what they've been doing.

Situation 1

Dan Roberts is an important client from England. He has an appointment to see Tina Chan, the sales manager, at 11:30. He arrives 20 minutes early so as to be in good time for the meeting. Tina Chan's secretary greets him and makes him feel welcome. It is important for the secretary to make sure Dan is made to feel welcome and is comfortable while he is waiting for the meeting.

BEP 71: Telephoning - Finalizing Agreements

editor@languagekey.com (Workplace English Training E-Platform) — Sun, 16 Aug 2009 06:35:56 +0000

Introduction

Quite often in business, a deal can be concluded without having a face-to-face business meeting. Where the terms of a deal are not so complex, or a deal has already been partially reached, much of the final negotiation can be done over the phone. In more complex situations, however, face-to-face negotiations are usually necessary.

If you would like to change the terms of an existing agreement, before you make your call to finalize the agreement, you should be clear about your starting and finishing positions. Do the calculations in advance and work out what a satisfactory outcome to the negotiations would be for you. Be aware of all the factors that have an impact on the deal; in most cases there will be some flexibility with these factors.

Situation

Jenny Bond of United Wholesalers in London has just received the following fax from Bernard Chan of NEG in Hong Kong. NEG supplies fork-lift trucks.

FAX

Re: Special Order of 20 Fork-lift Trucks

Dear Jenny

We regret that our standard vehicles are not suitable for your purpose, but confirm that we can manufacture to the specifications you have forwarded.

Unless you can increase your order from 20 vehicles, however, there will be a substantial charge for this service.

Please let us know if you would like to pursue the matter further.

Yours sincerely

International Sales Director
Bernard Chan

Jenny then telephones Bernard to see if he will accept an order of 25 trucks so they can finalise an agreement. Let's listen in on their conversation.

BEP 70: Handling Customer Complaints

editor@languagekey.com (Workplace English Training E-Platform) — Sat, 01 Aug 2009 10:50:21 +0000

Introduction

When you speak on the telephone to customers, your voice represents your company to the caller. Without the benefit of using body language (handshakes, smiles, nodding your head, etc.), your tone of voice and customer service techniques are all you have to gain customer confidence.

You should always try to adopt a polite, friendly, helpful, efficient and professional tone when speaking on the telephone to customers. Using standard telephone expressions will make you sound polite and professional. Listening and taking the time to understand your customers will make you sound helpful and efficient.

Situation 1

DVD retailer, Music Box Ltd, have just received this letter of complaint from Albert Hui, one of their corporate customers. Read through the letter and consider how you would handle the complaint.

BEP 69: Making Future Plans

editor@languagekey.com (Workplace English Training E-Platform) — Sun, 19 Jul 2009 10:50:15 +0000

Introduction

In this podcast lesson, we're going to listen in on a business meeting where colleagues are making plans for the future.

We're going to focus on three main areas of language in this lesson. First, we show you how to ask for and give opinions and we'll point out the difference between opinions and suggestions, which are often confused. Second, we'll show you how to make simple suggestions using common functional expressions. And finally, we'll show you how to make plans using the future simple tense ‘will' and ‘going to.' ‘Will' and ‘going to' are also often confused. They have similar, yet slightly different uses. We'll make the differences between these two future forms clear.

Situation 1

You're now going to listen to two colleagues, Liz and Sam, having a short business meeting. They are meeting to discuss the details of a new company newsletter. Here they discuss the aim of the newsletter and possible content.

BEP 68: Telephoning - Checking Back and Confirming

editor@languagekey.com (Workplace English Training E-Platform) — Sat, 04 Jul 2009 10:39:03 +0000

Introduction

Talking on the telephone is a skill that you can develop by paying attention to the different things that you have to remember.

Many times, you need to take down details like names, addresses and telephone numbers. You should always repeat these details back to the caller and confirm with the caller that you have noted them correctly. This is especially important if you are speaking to someone for the first time.

You should take down their name and contact details very carefully and confirm all the details with the caller before ending the call.

Situation

Andy Wang has been asked by his boss, the Training Manager, to collect some information on language consultants offering in-company training courses. Andy then phones World Language Centre after seeing an advertisement in an English language learning magazine. Amy Nassar handles all phone enquiries for World Language Centre. It's very important that she notes down the details of each enquiry very carefully. She has developed several techniques to ensure that she notes down the correct information.

BEP 67: Saying 'No' in the Right Way

editor@languagekey.com (Workplace English Training E-Platform) — Thu, 25 Jun 2009 10:05:26 +0000

Introduction

Most of us find it difficult to say ‘no' when someone asks us for a favour, don't we? It's difficult to say ‘no' when you know someone needs your help. It becomes even more difficult to say ‘no' in the workplace, because you don't want to offend anyone. However, it's possible to refuse to do something in a polite and nice way that does not annoy anyone, hurt their feelings or cause offence.

In this lesson, we will look at how to say ‘no' in the workplace in a way that ensures that the other person can see your point of view. You can do this by speaking factually, firmly and using a calm and polite tone.

Situation 1

You will now listen to two versions of a conversation between Jim and his boss. In the first version, Jim is not able to say ‘no', and ends up having to do the favour and also make his boss feel that he is doing it unwillingly.