Lesson 2

Hone your Communicative and Oral Skills – Part 1

Presented by:

Mark Kennelly Course Educator

B.Sc. (Hons.)

Diploma in English for Business – Part I

Today’s Lesson

You will learn about communication-related contexts in the workplace

You will gain confidence and improve your telephone manner

We will learn how to prepare for meetings

You will explore the Future Tenses and Quantifiers

You will hone your conference call techniques

You will explore the First Conditional

Summary

Next Steps

Q & A

Oral Communication

Oral Communication

What is communication?

Communication involves sending and receiving information.

There are different types of communication,

e.g. verbal (speaking) and non-verbal communication (gestures, handshaking, bowing, etc.).

In a professional context, the process should involve reaching a mutual understanding (everybody should be satisfied).

Communication is extremely important in every organisation between management, departments and employees.

What is oral communication?

Oral communication occurs when a message or information is exchanged or communicated verbally (spoken).

e.g. a face-to-face conversation, a telephone call, a conference call, a meeting, etc.

How can you improve your oral communication in a professional environment?

• Focus on and listen to the professional(s) you are speaking to

• Control verbal and non-verbal communication

• Avoid interrupting

• Show interest in what the other party says

• Be confident, empathetic, diplomatic, positive and encouraging

• Anticipate the other party’s needs

• Avoid being judgemental

• Provide feedback where necessary

New Terminology

to hone = to improveavoid interrupting = speaking when someone else is speakinga party = another person (people)empathetic = understanding other individualsdiplomatic = take care how you say something to respect other peopleencouraging = giving supportanticipate the other party’s needs = predict or know what they might wantjudgemental = intolerant, not accepting other professionals and their opinionsfeedback = advice about your work performance work performance = how you work

What are confident, empathetic, diplomatic, positive and encouraging examples of?

• verbs

• nouns

• adjectives

• adverbs

adjectives

Improving your Telephone Manner

Improving your Telephone Manner

How can you improve your telephone manner?

• Be confident, polite, professional and articulate

• Practise speaking on the phone

• Prepare a script if necessary

• Be comfortable with silence

• Answer calls quickly and in a helpful manner

• Use technology and resources to the maximum

articulate (verb) = to express yourself in a confident and clear mannerarticulate (adj.) = well-spoken; clear communicator

Language to Improve your Telephone Manner

Introductions

• Hello/Good morning/Good afternoon…• This is Mark speaking.• Thank you for calling Shaw Academy. Mark speaking. How can/may I help you?• Could I speak to Mark please?• This is Mark. I’m calling from Shaw Academy. • Mark speaking, how can I help you?• Could you hold the line please/Just a moment please. • I will put you through to… I can transfer you to…

What to say if you are having difficulty understanding the other person on the phone

• The line is very bad… Could you speak up please?• Could you repeat that please/Could you say that again please.• Could you speak a little slower please?

Language to Improve your Telephone Manner

Leaving/taking a message or information

• I will get Mark to call you back.• Could you ask Mark to return my call please?• Could you tell Mark that I called?• Can I take a message?• Would you like to leave a message for Mark?• I'll make sure he gets the message.

Answering machines

• Hello, this is Mark calling. Could you please return my call as soon as possible. My number is... Thank you.

• Hi, this is Mark. I'm sorry I'm not available to take your call. Please leave a message and I'll get back to you as soon as possible.

Finishing a conversation

• Thanks for calling. Have a good afternoon.• I look forward to meeting you. Have a nice day.

Which of these expressions is the most polite if you want to ask someone to leave a message on the phone for somebody?

• Leave a message for Mark.

• Would you like to leave a message for Mark?

• You can leave a message.

• What do you want to say to Mark?

Would you like to leave a message for Mark?

Preparing for Meetings

Preparing for Meetings

How can you prepare for meetings?

• Identify the purpose of the meeting. What’s your role in the meeting?• Be aware of the goals for the meeting• Know the agenda • Know the arrangements for the meeting: the date, time and location• Be well-prepared• Organise the equipment you need and resources needed (e.g. photocopies)

the purpose = the reason for somethinga goal = an aim/an objectivethe agenda = the schedule/planarrangements = planswell-prepared = well-organisedphotocopies = printed handouts

At the beginning

• Ok everybody, thanks (thank you all) for coming.• On the agenda today…• Right then…let’s get down to business. • First of all…, Secondly…, And finally…

During the meeting

• Let’s keep this meeting fairly brief. • Any other business?• I have a question. Why…?• I agree with Mark.• In my opinion, I think we should introduce…• Can you elaborate on how we are going to…? • Can you clarify that please?

Let’s get down to business = Let’s start the meetingbrief = shortAny other business? = Any other issues to discuss?Can you elaborate on…? = Can you explain more…?Can you clarify…? = Can you explain more to make it clearer…?

Expressions for Meetings

Asking for feedback

• What did you think about my presentation?• Can you provide feedback on the meeting?• Did you find the meeting useful?• Did the meeting help clarify the current situation?• Is there any part of our discussion that you are unsure about?

Providing feedback

• I thought the presentation went well. You provided great information and I think everyone was impressed.

• The meeting went well. We covered a lot of information and made some important decisions.

• Overall the presentation went well, but next time I would recommend…

• I understand…, but I’m still unclear about…

Expressions for Meetings

to be impressed = to really enjoy and respectoverall = considering everythingI’m unclear about = I’m unsure about

Which of these expressions is the most polite to use in a meeting when you want somebody to explain something more?

• I don’t understand.

• Can you clarify that please?

• Can you repeat that.

• What are you saying?

Can you clarify that please?

Future Tenses for Scheduling, Organising or Planning

Future Tenses for Scheduling, Organising or Planning

What do we use to talk about the future?

• Future Simple• ‘going to’• Present Continuous• Present Simple

‘Future Simple (Will)’

Something you decide in the moment that you are speaking

Form: Subject + will + infinitive (base form) of verb

e.g. We’ll start a new project tomorrow.

Future Tenses for Scheduling, Organising or Planning

‘Going to’

For plans already organised

Form: Subject + be + going to + infinitive (base form)

e.g. We’re going to have a big meeting with our boss next month.

‘Present Continuous’

For arrangements or plans already organised, but they are very close to now with a time, a date or a place

Form: Subject + be + verb -ing

e.g. I’m meeting a client on Tuesday at 3p.m.**Sometimes both ‘going to’ and the ‘Present

Continuous’ can be used for the same situation

Future Tenses for Scheduling, Organising or Planning

‘Present Simple’

For timetables or events that happen regularly ora scheduled event

Form: Subject + present form of verb (add ‘s’ for third person He/She/It)

e.g. The bus I take to work departs at 8a.m. every morning.We have a meeting after the webinar to discuss the attendance.

Future Tenses for Scheduling, Organising or Planning

• I’m going to meet a new client next month.

• I will meet a new client next week.

• I’m meeting a new client next week in Paris.

• I meet a new client next week.

I’m meeting a new client next week in Paris.

Which of these sentences is correct for a meeting which is planned for next week?

Making Conference Calls

Making Conference Calls

How can you improve your conference call technique?

• Be confident, clear, professional and organised • Be familiar with the technology and features of the conference call software• Encourage participants • Be punctual • Be aware of where you are conducting the conference call, i.e. your location• Follow the agenda• Use visual aids where necessary to help the discussion• Take notes • Keep the call brief

encourage participants = motivate the individuals to conduct a call = to make a calltake notes = write down key information brief = short

Expressions for Conference Calls

At the beginning

• Are we all logged in? Can everybody hear me?• Did everybody get the agenda?• Our main aim today is…• Let’s keep the call brief. • We’ll just wait a few minutes before we start.• There are a number of issues that we need to address today. (There are several topics to discuss today)• The first item on the agenda is… The next item on today’s agenda is… • We’ll leave that topic to another meeting.• The line or connection is bad today.• Could you speak more slowly please. The line is bad.

During the call

• I’m afraid I didn’t catch that. (I didn’t hear what you said)• I don’t follow you. What exactly do you mean?• Could you explain that in another way?

Expressions for Conference Calls

• I’m sorry, I don’t understand the word ‘…’ What does it mean?• Mark could you repeat that please?• Could we have some more details please? • Have I made that clear? • I’m positive that… • I recommend that… • Mark, can we get your input?• How do you feel about? What do you think about…?• That’s interesting. I never thought about it that way before.• Good point! I get your point. • I see what you mean. • I totally agree with you.

At the end

• Can I add something quickly? I’d like to add something. • Are we ready to make a decision about…?• Well that’s everything important covered. Any other business?

more details please = extra informationI’m positive that = I’m sure/certain thatI recommend that = I suggest/propose that…your input = your ideas or thoughtsI get your point = I understand what you are sayingI see what you mean = I understand what you are sayingAny other business? = Any other matters to discuss?

Which of these sentences could be used to talk about the first topic on the agenda during a conference call?

• The agenda is...

• We don’t have an agenda.

• The first item on the agenda is…

• What’s the agenda?

The first item on the agenda is…

Language Tips

Language Tips

• Formal and polite

• Intonation is important, e.g. raising or lowering your voice

• Contractions, e.g. ‘I will’ becomes ‘I’ll’ in spoken language

• Use Modal Verbs to make your speech more formal

• If you use ‘a bit’, ‘a little’, ‘quite’ or ‘a few’, you can make your sentence sound

more polite.

Language Tips

Quantifiers

Quantifiers

To give information about the quantity of something, i.e. how much or how many

Examples from previous slide: ‘a bit’, ‘a little’, ‘quite’, ‘a few’

Quantifiers that can be used with Countable and Uncountable nouns:

all, any, enough, less, a lot of, more, most (of), no, none of, some, quite, very, too, so

e.g. I have too many expenses this month.I allocated so much time to the project.I was given quite a few projects to complete.

*countable noun = book/s*uncountable noun = money

When do we use them?

More Examples

Countable Quantifiers:

Many (of), a large number of, a number of, numerous, both, a couple of, each, every, either, neither, (a) few, fewer, several

e.g. We have a large number of clients.The company has several new ideas.

Uncountable Quantifiers:

Much (of), a bit (of), (a) little, quite

e.g. I have quite a bit of money saved.I have little time to finish the project.

Which of these is not a Quantifier?

• too much

• quite a lot of

• good

• a little bit

• so many

good

First Conditional

First Conditional

When do we use it?

Real situations that are very possible

Example sentence from previous slide:

If you use ‘a bit’, ‘a little’, ‘quite’, ‘a few’ or ‘very well’, you can make your sentence sound more polite and softer.

Structure

If + present simple, will (can) + infinitive of verb

e.g. If I negotiate well, I will (can) come to an agreement.I will come to an agreement if I negotiate well

Summary

You learnt about communication-related contexts in the workplace

You gained confidence and improved your telephone manner

You learnt how to prepare for meetings

You explored the Future Tenses and Quantifiers

You honed your conference call technique

You explored the First Conditional

o Now we can continue building on your English for Business

o Attend all of the lessons LIVE to ask questions in real time and benefit the most

o We’re here to help, so contact us anytime!

markkennelly@shawacademy.com thomasmcgovern@shawacademy.com