Masters_part_1_2013

Unit 5

2.Read a software helpline conversation and answer the questions.

1.What is the customer’s problem?

2.What help does the operator give?

3.Read the conversation above again and find expressions that mean the same as:

1.I’m just putting you on hold for a moment.

2.This is Dean.

3.What can I do for you?

4.Could you explain the problem …

5.The line’s bad.

6.Can you talk a bit louder?

7.I’ll connect you to …

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Unit 5

8.The line’s engaged.

9.Can I get her to call you back?

10.So, your number is …

11.What’s your name please?

12.You’re welcome.

IMPROVING A CONVERSATION

READING

1.Globalisation has helped to make the telephone an essential business tool. Before you read the article, discuss these questions:

1.Do you like using the phone?

2.What makes you angry on the phone?

3.What are the special problems of telephone communication compared to face-to-face communication?

2.Read the article and find the answers to these questions:

1.Do you like using the phone?

2.What do people find most annoying on the phone?

3.What are the special problems of telephone communication compared to face-to-face communication?

BAD LINE ON BEHAVIOUR.

What drives you to lose your temper on the telephone? Being kept waiting, being connected to voice mail or being passed on to someone else are all common flashpoints. But what infuriates people most of all is talking to someone who sounds inattentive, unconcerned, according to a survey published today.

The study by Reed Employment Services, a recruitment company, found that nearly two-thirds of people feel that “phone rage” – people losing their temper on the phone – has become more common over the past five years.

The reasons for this are threefold, according to Reed. People are much more likely to express anger over the phone, rather than in writing or face-to-face. Increasing numbers of transactions take place entirely by phone, from arranging insurance to paying bills.

In addition, people’s expectations have risen. Nearly three-quarters of respondents to the Reed survey said that are more confident that their problems can be solved over the telephone than they were five years ago.

Companies are taking steps to improve their staff’s telephone answering techniques. The survey found that 70 percent of organizations require their staff to answer the telephone with a formal company greeting. In 43 percent of organizations, staff have to give their own names when they answer the telephone.

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But a third of organizations do not give any training, or they train only their receptionists. That may not be enough, the report says.

As companies move towards “remote working” the need for the right tone of the voice extends to every level of the organization.

(from the “Financial Times”)

AFTER READING.

Task 1. Discuss ways of improving employees’ telephone skills.

(To be more effective, do ask-answer tasks.)

Task 2. Write some guidelines on using the telephone at work. (e.g. “Always give your name”.)

OPTIONAL

Task 3. Read the telephone conversations below. Which of these adjectives best describes the person who receives the call.

A:It’s John Blake. I’m just phoning to give him an invoice number.

B:Yeah. What is it?

A:Oh, let me see, where is it? I’ve got to have it here somewhere.

B:Look, phone me back when you find it. I’m rather busy now.

A:Hello. I’d like to speak to Bob Gratham.

B:He’s not here.

A:Could you tell me when he’ll be back?

B:Later this afternoon.

A:Well, could you take a message for me?

B:Sorry, I don’t have time. I’ll have to ring off, I’m going to lunch.

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A:Hello, it’s Susan here. I’m just phoning to check my appointment with

Chris tomorrow.

B:Yeah?

A:Could you look it up for me?

B:Oh, I don’t know…where’s the diary? Yes, got it. So, it was the 16th,

A:No, the 18th.

A:Hell Bilk Ltd.

B:Hello, this is Jack Johnson. I’m phoning about the delivery. Has it arrived

jet?

A:No, it hasn’t. We’ve been waiting for a week. It still isn’t here yet.

B:I’m really sorry about that.

A:We’ve been waiting for too long. It’s not good enough. You’re wasting our time.

B:Oh, I’m sure your order will be ….

Task 4. Answer these questions about the business call below.

1.Is the conversation grammatically correct?

2.Is the conversation appropriate?

3.How can you improve it?

(1) Yes?

(2) Give me Donna Weston.

(3) She’s not here.

(4)Well, take a message. It’s Eva Wartanowicz.

Tell her to phone me back later this afternoon

(5) What’s your name again?

(6) Wartanowicz.

(7) OK, and your number?

(8) It’s 01863-483-2189.

(9) OK, I’ll tell her.

(10) Bye.

(11) Bye.

Task 5. It is important to show interest and understanding when dealing with people on the phone. Look at the expressions 1 – 6 and match them with functions a) to f)

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M O D U L E 3. Presentations.

Unit 6. Planning and getting started. Types of presentation Presentation technique. Using visual aids.

Unit 7. The middle of the presentation.

Holding the audience’s attention.

Structure of the main body

Unit 8. The end of the presentation. Summarizing and concluding. Questions and discussion.

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UNIT 6.

PRESENTATION TECHNIQUE AND PRESENTATION

Presentation is a formal talk in which you describe or explain something to a group of people

e.g. to make/give a presentation

TYPES OF PRESENTATION

Melanie Kray is an expert in giving presentation. Here, she gives some examples of different presentations:

press conference: two chief executives tell journalists why their companies have merged;

briefing: a senior officer gives information to other officers about a police operation they are about to undertake;

demonstration: the head of research and development tells non-technical colleagues about a new machine;

product launch: a car company announces a new model;

lecture: a university professor communicates information about economics to 300 students;

talk: a member of a stamp-collecting club tells other members about 19th century British stamps;

seminar: a financial adviser gives advice about investments to eight people;

workshop: a yoga expert tells people how to improve their breathing technique and gets them to practice.

1.The text below contains several recommendations for giving effective presentation. Scan the text to match the seven points below to the right paragraph, a) – g). You do not have to read the text in detail.

1.Choose visuals to support the presentation.

2.Have a simple, clear structure.

3.Show enthusiasm.

4.Use PowerPoint.

5.Making informal presentation.

6.Consider the audience.

7.Dealing with nerves.

a) ….. The key to a successful oral presentation is to keep thing simple. I try to stick to three points. I give an interview of the points, present them to the audience and summarize them at the end.

b)….. My purpose or desired income, the type of audience, and the message

dictate the formality of the presentation the kind of visuals, the number of anecdotes and the jokes or examples that I use. Most of my presentations are designed to sell, to explain, or to motivate.

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When I plan the presentation I think about the audience. Are they professionals or nonprofessionals? Purchases or sellers? Providers or users? Internal or external? My purpose and the audience mix determine the tone and the focus of the presentation.

c) ….. When I make a presentation, I use the visuals as the outline, I will not use notes. I like to select the kind of visual that not only best supports the message but also best fits the audience and the physical location. PowerPoint, slides, overhead transparencies, and flip charts are the four main kinds of visuals I use.

d) ….. PowerPoint and slide presentation work well when I am selling a product or an idea to large groups (15 people or more). In this format, I like to use examples and graphs and tables to support my message in a general way.

e) ….. In small presentations, including one-on-ones and presentations where the

2.Read the text in detail and answer the questions:

1.What advice from Luis E. Lamela do you think is the most important?

2.What are the key considerations involved in preparing a presentation?

3.Read the conversation between management trainees talking about the preparation of presentations. They mention eight key areas. What areas do they mention? Number them in the order in which they are mentioned.

what they want to know, you know, everything like that. George: So, audience and objectives.

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4.Comment on any of the points mentioned in the discussion you have read. Which do you think are the most important? Do you feel it is necessary to write out a presentation?

DOS AND DON’TS IN PREPERATION

Here are some tips for a stand-up presentation (one person talking to an audience);

a.Find out about the audience: how many people there will be, who they are, why they will be there, and how much they know about the subject.

b.Find out about the venue and the facilities: the room, the seating plan, the equipment, etc.

c.Plan the content and structure, but don’t write the complete text of the presentation.

d.Write notes on sheets of paper, not on cards.

e.Try to memorize the first five sentences of your talk.

f.Prepare visual aids: pictures, diagrams, etc.

g.Rehearse your presentation (practise it so that it becomes very familiar) with friends or colleagues.

5. STARTING PRESENTATIONS

Decide whether each sentence in the Useful Language box is “formal” or “informal”? Write “Formal” (F) and “Informal” (I).

USEFUL LANGUAGE

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6.Read the openings of one formal presentation and one informal presentation. Decide which one is formal and which one is informal.

Presentation 1.

Good morning everyone, on behalf of myself and Focus Advertising, I’d like to welcome you. My name’s Sven Larsen. I’m Commercial Director. This morning, I’d like to outline the campaign concept we’ve developed for you. I’ve divided my presentation into three parts. First, the background to the campaign, next the results of our market study, thirdly, the concept itself. If you have any questions, please don’t hesitate to interrupt me.

Presentation 2.

Hi, I’m Dominique Lagrange. Good to see you. As you know, I’m Creative Director of DMK. I’m going to tell you about the idea we’ve come up with for the ad campaign. I’ll give you the background and talk you through the results of the market study and tell you about our concept. If you’re not clear about anything, go ahead and ask any questions you want.

7.Pamela Pickford trains business people to make presentations. Which of the points below does she make? Read and mark each one either “True” (T) or “”False” (F).

1.…. When preparing a presentation, try to find out what your audience already knows.

2.…. Everyone in your audience should be at the same language level.

3.…. Visit the room in which you are presenting before you actually make the presentation.

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