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TYC Government Office English Lecture notes compiled by: Wu, Wei-jen ( 吳維真 )

TYC Government Office English Lecture notes compiled by: Wu, Wei-jen ( 吳維真 ) jenwu@cc.ncu.edu.tw May 17, 2006. Let’s first Greet new friends and quickly get into groups of four. 2. Each group picks your favorite fruit as your group name.

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TYC Government Office English Lecture notes compiled by: Wu, Wei-jen ( 吳維真 )

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  1. TYC Government Office English Lecture notes compiled by: Wu, Wei-jen (吳維真) jenwu@cc.ncu.edu.tw May 17, 2006

  2. Let’s first • Greet new friends and quickly get into groups of four. • 2. Each group picks your favorite fruit as your group name. • 3. Print your group name nice and big on the label provided.

  3. How the lessons would be taught today? • Listen to the CDs for different situations • Then, fill in missing words or answer questions from the listening • Listen to the points that you need to pay close attention • Next, pair work with your partner to make your (new) dialogues based on what you’ve known and learned • Finally, some groups will be asked to model their work in class • Note: Oh, yes, take 10 minutes break for every 50 minutes

  4. Today’s Lesson Topics Are: 1.Ask to speak to someone on the phone 2.Take the phone message for your coworker 3. Respond to the questions your clients have 4. Give advice and make suggestions 5. Deal with complaints

  5. IV. Appendixes A. Tongue Twisters 1.Four fine fresh fish for you 2.Six silly sisters selling shiny shoes 3.If a dog chews shoes, whose shoes does he choose 4.Carrier carried a cup of coffee in a copper coffee cup 5.I scream, you scream, we all scream for ice cream! 6.How can a clam cram in a clean cream can? 7.A big black bug bit a big black dog on his big black nose! 8.Wayne went to Wales to watch walruses. 9.Six slimy snails sailed silently. 10.Six sleek swans swam swiftly southwards

  6. I. On the phone A. Listen to how people speak to each other on the phone Receptionist: Sun Company John:____________________________ Sandra Bell, please? Receptionist: One moment, please. Voice mail: Sandra Bell is on the phone. Please leave a message. John: Hi, Sandra. This is John. Call me back at the office. Sandra Bell: Sandra Bell. John: Hi, Sandra. It’s John. Did you get my message? Sandra: Uh, yes, I think so. Oh, hold on. I have another call. Call me later, OK? Man: Village Bakery. John: Oh, I’m sorry. I think I have the wrong number. Man: No problem. Sandra: Hello? John: Hi, Sandra. Guess what! Sandra: Hello? John? I can’t hear you. We have a bad connection. Call me back on my office phone. Sandra: Sandra Bell. John: Sandra! Listen. My boss has two tickets to…Oooh! We got cut off. Could I speak to

  7. B. Student practice : Find expressions in the phone conversations---what can you saywhen you… a. hear a lot of noise on the line? __________________________________________________________ b. start a voice-mail message? __________________________________________________________ c. ask to speak to someone? __________________________________________________________ d. call a stranger by mistake? __________________________________________________________ e. Want someone to return your call? __________________________________________________________ I can’t hear you. We have a bad connection. Sandra Bell is on the phone. Please leave a message. Could I speak to Sandra Bell? Oh, I’m sorry. I think I have a wrong number. Hi, Sandra Bell. It’s John. Call me back at the office.

  8. C.Ask to speak to someone and notice how the receptionist clarifies some information from the caller A: Hello, Computer Technologies. B: Hello, **could I speak to Pamela Gordon, please? A: I’m sorry. She’s at a meeting right now and won’t be back until this afternoon. Can I take a message? B: Yes, this is Ken Morita calling, from Island Travel. A: *Is that M-O-R-I-T-A B: That’s right. Ken Morita. A: And can I have it your telephone number, please? B: Sure. It’s 834-5627. A: *5-6-2-7. B: Right again. Can you tell her that the time of her flight on Thursday has changed? A: *All right…flight time has changed… B: Yes, her flight on Thursday now leaves at 10:30, not 9:45. A: Okay. **I’ll pass along the message.

  9. Question 1.What are different ways for asking to speak to Pamela Gordon? 1) I’d like to speak to Pamela Gordon , please. 2) Pamela Gordon , please. 3) Is Pamela Gordon there? 2.A (the receptionist) wants to make sure she takes the correct information for Pamela so she repeats some of the information. Can you tell where those sentences are? And circle them in the conversation

  10. Question 3.What are different ways A can end the conversation? 4.The below is a sample of the message pad. Complete the message for Pamela. I’ll tell her you called. I’ll tell her to return your call. Mrs. Gordon Ken Morita , Island Travel. 834-5627 The flight time has changed to 10:30 on Thursday.

  11. D.Over to you: Leave your own message. Work in pairs or groups. Make two different messages and give messages to different classmates. Complete the message pads and then read them to your classmates.

  12. II. Asking questions A.Warm up 1: Ask questions when you talk with a client on the phone Hints: You want to find out about him or her and write down the questions you’d like to ask about the person. Who(m) am I speaking to ? Who’s this? Where do you live ? Do you live with your family ? …so you have your address changed to…No.71, Fusi Rd., Nantao City, Nantou County 54045, Taiwan (R.O.C.)

  13. B.Warm up 2:Ask questions about a new restaurant just opened in your • neighborhood • Hints: You’d like to know its open days, time or its menu. 1) What are your business hours ? 2) What are the days you open ? 3) Do you have any Chinese food ?

  14. C. Preparation for asking questions (making inquiries).The followings are some useful expressions people use when they ask questions. • 1) I need some information about… • 2) I’m interested in placing… • 3) Can you tell me…? • 4) Can you give me information about… • 5) I’d like to know if… • 6) I know how you feel… • 7) I’m really sorry about this. I suggest you call… • 8) We understand…Is that right? • 9) We are a little anxious about the delivery time… • 10) If we order by…will we receive the goods by (a date)? • 11) It’s really important for us. • 12) Can you confirm… • 13) Do we have to… • 14) Thank you, Mr. X…you have been very helpful

  15. D.Work in pairs or groups:Use the expressions listed above to 1) make 2~3 inquiries about a packaging tour from a travel agent; or 2) mimic your clients’ inquires about your department. Can you tell me if you have any tours to Italy in mid July ? I’m interested in going to Europe in July ---- Can you give me the information about tours to Europe ? Excuse me , Ma’am , Can you tell me what document I need to bring in to apply for the loan ?

  16. E. Giving advice and making suggestions. Listen: Jenny’s going on a camping trip. • What’s her mother’s advice? • Mom: Jenny, maybe you should take some __________________________ • Oh, and take a flashlight, and don’t forget to pack some spare batteries… • Why don’t you take my _______________________________? • It’s a good idea to have something warm… • Now, you need to take _______________________________. • You could borrow your dad’s. But don’t lose it…Oh, and Jenny, do you • want to pack some other shoes? • Jenny: I’m sorry, Mom. Did you say something? I can’t hear you with my • headphones on. insect repellent jacket a hat

  17. F.More practice. Use the conversation you just made in E and add the advice or suggestions you want to give to your client. 1.You should take a standard-size photo of 2 by 2 for the ID card. 2.Don’t forget to bring in your library card for the renew.

  18. III. Dealing with the complaints A. Listen to three mini-dialogues A is the clerk or who listens to the complaint B is the customer who makes a complaint or complaints. X represents a person. Y represents a thing. Dialogue 1: A customer calls to complain A: How can I help you, Mr./ Mrs. X B: I’m afraid I have a complaint about Y. A: Oh. What seems to be the problem?I hoped it arrived on time. B: ________________________________________________________________ ________________________________________________________________ A: I see. I’m sorry about the inconvenience, Mr./Mrs. X. Well, as you know, our policy is to ______________________________________________________ ______________________________________________________ Could you give me a few more details? Question 1.How do you bring up a complaint? ____________________________________ ____________________________________ Oh yes, it arrived this morning but unfortunately the items in two of the crates were damaged. replace any damaged items free of charge, and we’ll pay the extra shipping charges. I’m afraid I have a complaint about our last delivery.

  19. Dialogue 2: A customer complains about last week’s delivery A: I understand there’s a problem with Y. B: Yes, that’s right. ______________________________________________________________ A: One moment, please. Ah, yes, it’s our mistake. I’m very sorry about that. We’ll take care of it right away. B: Thank you. Oh, and there’s one more thing… Question 2.What do you say to respond to a complaint? Or what do you do to solve a problem? ________________________________________________________________ We ordered the X-200 model, but you send the X-250. I see. I’m sorry about the inconvenience. We’ll take care of it right away.

  20. Dialogue 3 A: Reception. How may I help you? B: Hello. This is Mr. Taguchi in room 304. ________________________________________________________________. A: I’m very sorry, sir. I’ll send someone to take care of it right away. Is everything else in order? B: Yes, I think so. A: Good. Well, I apologize for the inconvenience, Mr. Taguchi, and I assure you it wont’ happen again. B: Thank you. Question 3.What do you do to solve the problem? Then what do say to make sure the customer’s satisfaction? ________________________________________________________________ . ________________________________________________________________ The mini-bar is empty. I opened it just now and it’s completely empty. Understand what went wrong. Apologize for the inconvenience and assure the customer it’s won’t happen again.

  21. B.Advanced Listening: Listen to how Peter and Teresa deal with the same complaint that leads to totally different results

  22. Conversation 1 Customer: Excuse me. I bought this mug in you shop last week and… Peter: Do you have a receipt? Customer: Yes, here it is. I bought this mug in your shop last week and it’s cracked. Peter: Yes, I can see it’s cracked. Did you drop it? Customer: No, it was cracked when I took it out of the bag. Peter: But sir, we inspect all mugs before we wrap them. We always notice if there’s a crack. Look, you bought it a week ago. How can you be sure you didn’t damage it? Customer: Because I put it away as soon as I got home. Why don’t you listen to me? Peter: I’m afraid we don’t give refunds. Look at the notice on that wall: “Please inspect goods at the moment of sale as we cannot give refunds.” Question 1.In conversation 1, where in the conversation Peter started to show his distrust to the customer?

  23. Conversation 2 Customer: Excuse me. I bought this mug in you shop last week and it’s cracked. Teresa: I see. Do you have a receipt?...Thank you. Customer: I didn’t drop it or anything. I put it carefully away because it was a birthday present for mother. When I got it out, this morning, to give to her I saw that it was cracked. Teresa: I am sorry sir. We usually inspect all mugs before we wrap them. Perhaps we didn’t check this one properly. Customer: Well, can you give me a refund? Teresa: I’m afraid it’s not our policy to give refunds. But would you like to exchange it for another mug? Customer: That would be fine. Thank you.

  24. Question 2.Which of the two conversations should you follow when dealing with a customer’s complaint? Conversation 2. 3.In conversation 2, where can you see that Teresa handled the same situation differently from Peter’s? 4.Now in conversation 2, find where Teresa handled the situation successfully to make her customer happy? She offers the exchange though not the refunds.

  25. B. Song: Starry Starry Night繁星熠熠的夜空Starry Starry Night Paint your palette blue and gray Look out on a summer's day With eyes that know the darkness in my soul Shadows on the hills Sketch the trees and the daffodils Catch the breeze and winter chills in colors on the snowy linen land Now I understand what you tried to say to me How you suffered for your sanity How you tried to set them free They would not listen They did not know how Perhaps they'll listen now …

  26. C. Additional information on making requests and offering things 1.Imagine you’re at your friend’s house, how do you make requests from your friend? And how do your friend offers things for you? See the examples below.

  27. 2.Make requests in the office 3.Practice using the following ideas and add yours ideas to make requests

  28. 4.Offer things in the office 5. Practice using the following ideas and add yours ideas to offer things

  29. References 1. Barnard, R., & Cady, J. (2000). Business venture 1 and 2. Oxford: Oxford University Press. 2. Irvine, M., & Cadman, M. (1999). Commercially speaking. Oxford: Oxford University Press.. 3. McCarthy,M., McCarten, J., & Sandiford, H. (2005). Touchstone 2. Cambridge: Cambridge University Press. 4. Richards, Jack C. (2004). Tactics for listening. 2nd ed. Oxford: Oxford University Press.

  30. Final Wrap Up • What have you learned or gained? • Listen to clients and understand their requests better • Are able to respond to your clients by giving advice or making suggestions on the phone • Are able to initiate phone calls • Are able to soften the clients’ complaints and take necessary actions

  31. II. What to remember now? • Confidence: More and more confidence • 2. Practice: More and more practice

  32. Thank you for your attention. Good luck with your future study!

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