1 / 26

Mastering Professional Telephone Conversations and Client Engagement Strategies

This comprehensive guide serves as a resource for enhancing communication skills in professional environments through telephone interactions and face-to-face client engagements. It includes exercises for pair work focused on appointment scheduling, customer satisfaction criteria, and restaurant selection for client dinners. Key topics encompass encouraging conversation, discussing service quality, and assessing restaurant suitability for corporate events. Learn essential vocabulary and expressions to facilitate effective and engaging professional dialogues.

alfreda-bennett
Télécharger la présentation

Mastering Professional Telephone Conversations and Client Engagement Strategies

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Review Telephone Conversations Doris YANG

  2. CONNECTING Doris YANG

  3. MESSAGE Doris YANG

  4. WRONG NUMBER Doris YANG

  5. APPOINTMENT Doris YANG

  6. FLIGHTS Doris YANG

  7. SPEAKING – Pair Work • Work in pairs. • Student A: Look at the Activity sheet on page 145. • Student B: look at the Activity sheet on page 150. Doris YANG

  8. Unit2a Entertaining a Client/Guest Doris YANG

  9. Part I Choosing a restaurant Doris YANG

  10. Warmer - Pair Work • If you are inviting a new client to dinner, what kind of restaurant will you look for? • Brainstorm, and list some of your ideas. Doris YANG

  11. Reading 1 & Speaking • Read the customer satisfaction form. • Discuss with your partner: Which three of the criteria are most important for you? Why? Doris YANG

  12. References • Quality of service: speediness & friendliness & attentiveness • Value for money: worthy or not Doris YANG

  13. Reading 2 - Advertisement • Read the article individually. • Find out which of the criteria on the questionnaire are mentioned. Underline relevant words and phrases. • Check with your partner. • Location / Value of money / Quality of food / Atmosphere / Comfort / Speed of service Doris YANG

  14. Key words and expressions • sole: being the only one; only • quality food / quality time • at a reasonable price • has proved to be/ proven to be • be popular with sb • alike: in the same or a similar manner • evolve / evolution • interior design • dine: give dinner to; host for dinner Doris YANG

  15. Key words and expressions • semi-private • mezzanine • pride oneself on sth • flexibility • catering equipment / cater for: to provide food, services, etc • on an individual basis • wine tasting Doris YANG

  16. inn 旅馆,饭店 lodge 小旅馆 motel(=motor hotel)汽车饭店(旅店) budget hotel经济酒店 single room 单人房(一张单人床) twin room 双人房(二张单人床) double room 双人房(一张双人床) Hotel English Doris YANG 16

  17. standard room(SR) 标准间 suite(ss) 套间 Twin Beds Room 两张单人床的双人房 Low/off season High/on/peak season Hotel English Doris YANG 17

  18. Discussion • Work in groups of 3-4. • Which of these following events will Porters be suitable for? Refer to Reading 2 for answers. • an end-of-year office party • an evening with a new client and his/her partner • a corporate event to launch a new product or service • a negotiation for a contract with a new client • an end-of-week meal with small group of colleagues Doris YANG

  19. Porters would seem to be suitable for an end-of-year party or and end-of-week meal as the restaurant is very popular and appears to encourage groups. • It would also appear suitable for a product launch as the advertisement mentions corporate events and company presentations. • However, even though the advertisement says the restaurant has semi-private facilities, it might be a better idea to choose a restaurant that is quieter and / or designed to impress for a negotiation or an evening with a new client. Doris YANG

  20. Part II Making conversation Doris YANG

  21. Listening 1 • Prediction: Read options A-H and predict what typical responses would there be. • Listen to five people talk about their business trips and match each of the five pieces with one of the questions. • Keys: D B H F A Doris YANG

  22. Listening 1 I have to say … I got stopped at … Customs / Customs office I wouldn’t mind living here for a while. I thought it was pretty good from our point of view, but I can see that some people might not be happy. Get through quite a lot We are a long way from a decision … it was a bit too heavy 22 Doris YANG

  23. Listening 2 • Listen to a conversation. • Notice how the first speaker encourage conversation? Doris YANG

  24. Skill - Encouraging conversation • Showing your interest/surprise • Wow! • Oh, really? I’m surprised to hear that. • Do you? • No, you don’t!! • Asking follow-up questions • What do you think of…? • When are you going to …? • How do you feel about…? • Quoting the speaker’s words in a follow-up question. Doris YANG

  25. Speaking – Developing conversations • Choose one statement on page 21, and develop it into conversations/ extend it to a longer version. • Use the techniques above. Doris YANG

  26. Home Assignment • Read the article Training to be entertaining and making it pay on page 24. Doris YANG

More Related