OUMH2203English for Workplace Communication

Topic 1: Networking at the WorkplaceLearning Outcomes:• Use right expressions to

introduce oneself and others• Interact with visitors

appropriately• Identify suitable topics for making

small talk• Describing company and

profession

Starting a ConversationNetworking helps to build good

relationships between you and clientsNeed to sound friendly, confident,

sincere and helpful

Introducing YourselfUse right wordsHave a friendly smileHave eye contact

Introducing YourselfSome useful expressions• Hello, my name is… I’m with IT services• Good morning, may I introduce myself?

My name is … and I’m from the marketing department

• Hello, I don’t think we’ve met before. I’m … and I’m responsible for new product development

• Hi there, my name’s Timothy but everyone calls me Tim. I’m with financial services.

Introducing OthersNorm in business communication• Mention name• Position of the person

Some useful expressions• Hi everyone, meet… She is my personal

assistant• Can I introduce you to…? He’s our new project

manager• I’d like to introduce you to…, our new web

designer.Do Activity 1.2

It’s a Small WorldNeed to be able to socialise and

network with people from different countriesdiverse backgrounds Identify people by countries

(Activity 1.3)

It’s a Small WorldIntroducing delegates:Correctly pronounce namesGet general information about the personTopic they are speaking

“ It gives me great pleasure to present the first speaker of the day, Dr. Rena Goep. Dr. Goep comes from Sarawak, Malaysia, and will be speaking on the topic…”

(Activity 1.4)

Making Small TalkChatting about things not directly related to the business at hand.To discover shared interests to become

gradually comfortable with each otherSafe issues:• Holidays, travel, traffic, public

transport, entertainment, etc• Interests shared by both peopleNo-nos• Politics, religion, family

Ice-breakersHow was your journey?Is this your first visit to…?Where are you staying?How has your visit been so far?Do you need any help or

information?Tell me more about your country.

Activity 1.5

Getting Down to BusinessDescribing your job and company

Use right words to project positive professional image

People will do business with you if they feel good about you and your organisation

Talking About Your JobCommon questions and phrases:i. Which company are you with?

I’m with XYZ

ii. What do you do at XYZ company? I’m in charge of marketing. I’m responsible for sales. I recruit and train employees.

Talking About Your JobCommon questions and phrases:iii. What business are you in?

I’m in the computer business. I’m in the hospitality industry.

iv. What do you do for a living? I’m a doctor. I’m in sales. I’m a consultant with ABC Sdn. Bhd.

v. I’m with the Public Services Department. I’m the assistant director in charge of Social Welfare. (Activity 1.6 – 1.8)

Describing Your CompanyI. What it offersa. A product – tangible like shoes, cars,

housesb. A service – an act like cleaning the lawn,

washing the windows, etc

Company can described in terms of products or services:• We design software• We build storage units• We’re in the insurance business

Describing Your CompanyII. The Business Structurea. A sole proprietorship – incorporated business

owned by one person.Owner assumes all responsibilities, liabilities and risks. Takes all profits.

b. A partnership – established by two or more persons. Owners contribute money, labour, skills or property. Share all profits.

c. Corporations – Shareholders transfer money/property company’s capital stock. Profits distributed according to investment in stock. Can take some deductions as sole proprietor & special tax deductions.

Describing Your CompanyIII. Logo• Most companies own logo.• Logo form of branding to build company’ s

image (Fig 1.4)• Some logos recognised worldwide

IV. Development plans – explain company’s future development plans• Next year, one of the major developments

in my company is likely to be…• I think we’ll probably• We might…

SWOT Analysis• Strengths- good market shares,

experienced management, good brand image

• Weakness- small market share, high levels of debt, lack of modern technology, poor distribution channels

• Opportunities – possible new markets, growing economy, developments in technology

• Threats – slowdown in economy, new competitors, changing consumer tastes

Topic 2: Basic Telephone SkillsLearning Outcomes:• Communicate on the phone

effectively in a positive & professional manner

• Give accurate information & leave or take messages

• State dos and don’ts when using phone at workplace

Effective Telephone InteractionsPre-call preparationsCall-answering techniquesWays to take and leave

messages

Getting ReadyTips for making phone calls:Plan calls to suit both yours and the recipients

scheduleBe very clear about objectives – make notes of

what you want to sayAnticipate questionsMake sure paper, pen, documentations, computer

files readyCheck recent correspondence to update situationsHave calendar nearby to check dates to fix

appointmentsFax ahead intention of calling to avoid uncertainty

and suspicion

Receiving CallsTo avoid miscommunication and

the hecticpace of business communication:Be brief – don’t waste recipient’s

timeBe clear – Explain background

and purpose of callBe polite – Recognise and accept

the pother person’s poit of view

Receiving Telephone CallsDos:• Answer promptly• Identify yourself immediately• Use caller’s name to establish rapport• Try to resolve caller’s problem. Explain if you

need to transfer calls• Sound positive and helpful• Minimise use of jargons and technical words• Speak at a pace that can be understood• Practice active listening• End call with polite Thank you.

Receiving Telephone CallsDon’ts:• Eat and drink while talking• Be too familiar with the caller• Talk to someone else in the office • Allow too much background noise• Speak too quietly or loudly• Use rude language

Complex callsA complaint call• Identify the problem• Verify product from your

company• Determine if warranty still applies• Ascertain how caller has been

using product• Find out what steps have been

taken to rectify problem

Telephone WordsKnowing some telephone words can help you understand what the caller is saying.

Do Activities 2.2 – 2.3

Words in italics informal.Other formal wordsHold on = waitTied up = busy

Taking and leaving messagesFive simple steps;• Mention name• State time and reason for call• Make a request• Leave your number• End the call

Language ChecklistWords commonly used when taking

or leaving messagesa. Offering to take a message• Would you like to leave a message?• Could I take a message, please?• Could I have you name and contact

number please?• …………………………………………….

Language ChecklistWords commonly used when

taking or leaving messagesb. Leaving a message• Could you ask X to call me back

please?• Could I leave a message for X?• ………………………………………….

Language ChecklistWords commonly used when

taking or leaving messagesc. Promising action• I’ll give X you message• I will pass your message on•

………………………………………….

Tips for Effective Message TakingUse a pad or notebook to write

detailsRecord date and time of messageSpell names accuratelyQuickly ascertain what caller

wants – a return call, action to be taken

Offer assistanceFollow up with appropriate action

Activities 2.4 – 2.5

Difficult Calls• Observe highest degree of

professionalism – firm, persistent, well-prepared

• Handle politely and tactfully

Activity 2.6