in Business English CommunicatingCHAPTER 1 ENGLISH For THE TELEPHONE 1. What makes a good telephone call? sr 2 Making a call se 3 Switchboard speaking! ~ 4 Opening a call 5 Receiving and taking messages 6 7 8 8 Structuring a call Transferring information Communication difficulties Calling back 10 Making appointments 11 Complaining 12 Closing a call 13. Cross-cultural tips/Audio conferencing 14 Golden rules 34 CuapTeR 2 ENGLISH FOR PRESENTATIONS CHAPTER 3 ENGLISH For MEETINGS 1 What mates a good presentation? 2 Starting . 3. Signaling —linking the parts» 4 Highlighting and emphasizing 5. Engaging your audience ~~ 6 Visual aids -design and type 7 Visual aids - describing charts. 8 Body language ~being persuasive § Communicating styles ~ 10 Closing.a presentation ~ 11 Handling questions 12 Presenting at a glance ~ 13, Cross-cultural tips 14 Golden rules om What makes a good meeting? ‘Meetings: key terms Opening a meeting ~ Giving al responding to opinions Controlling Interruptions - Asking questions Making decisions « Closing a meeting 10 Problem-solving meetings ~ 11 Vocabulary building 12. Meetings ata glance 13. Cross-cultural tips ~~ 14 Golden rules(CHAPTER 4 1 2 3 4 5 6 7 8 9 10 nr 2 3 uw CHAPTER 5 ENGLISH For SOCIALIZING First meetings Social phrases -responding Talking about jobs Talking about far and relationships Talking about home ‘Talling about interests and sport ~ Talking about movies and stage shows ~~ Talking about vacations Talking about business environment « Talking about health and lifestyle» Making invitations Ealing out ~ Saying good-bye ~ Cross-cultural tips ~~ EnGush For NEGOTIATING What makes a successful negotiation? The negotiator and key terms Opening ~creatng the right climate “Agreeing on an agenda “=~ pening sttements stating your postion Clarifying positions Making and responding proposals Bargaining - Handling Conflict and resolving sticking points Closing a negotiation == Negotiating - an overview Phrasal verbs and idioms for negotiating, Cross-cultural tips " Golden rules « sn ve WrITING For INTERNATIONAL BUSINESS: E-maits, Lerters AND REPORTS Successful writing 156 (Organizing information sm 4160 ‘The business letter —layout ~ ~ 162 Correspondence phrases 164 Model leters 166 Writing clearly ~ extra points ~ 168 ‘The business report — layout 170 Connecting words “ a2 Exmail ~~ se 7 ‘The perfect résumé ~~ 176 Grammar and spelling chek 178 Punctuation 180 Getting technical 182 Golden males 384CHAPTER | are a rela the Telephone . What makes a good telephone call? ‘Making a call . Switchboard speaking! |. Opening a call . Receiving and taking messages Structuring a call . Transferring information }. Communication difficulties . Calling back 10. Making appointment 11. Complaining 12. Closing a call 13. Cross-cultural tips/Audio conferencing 14. Golden rules PNAKBRYDNH :°| eae 1. What makes a good telephone call? A checklist Before the call Ieee NOUNS — Prepare well before you call. sa Ue antenna ‘Plan what you want to say. ete battery —————_-Prepareanswers to possible questions ‘area total Se Sclmemalintectecdiioecmy |X ate Se oie ————-Haveall information available. — reasavirideihnd dialtone = Beginning the call cal in odvance. eer: 2 ‘Make a greeting and identify yoursel£ clearly, cs = ‘Ask for eannection tothe person you want to speak to Specie ‘After connection, greet the person. reason Sonal talk* result Givea reason forthe call small talk During the call subscriber Creates positive atmosphere ‘teleconference ‘Communicate your objective clearly. ee Listen — make sure you understand, eens = ‘Check —make sure the other person uncierstands you. VERBS. 5 Ending the call allenllect: Confirm the result ofthe call ae " End politely and pesitively confirm = *See page 32, Cross Cultural Tips greet é dontty plan Prepare BASIC TERMS recharge reverse Equipment People Services charge : Phone Caller Directory assistance = Receiver Subscriber Voice mail ADJECTIVES Collular (mobile) phone Switchboard operator ree Display Handset Poe lng distance “ea, * postive Handset (suunme 4 Se pentane iatinee ‘ow picod English =" ‘ADVERBS Battery \Cagonaresy | .! politely = a Cel call—seling positively Manes Calls = Nani Accold call Tones = Intemational code fea a ra i = aes Acconference call [Number not in service Heine Along distance call When the receiver pays = 8 Chapr s. English forthe Teephone torevere the charges-UK tomakea colkctcall-USA.Fill in the blanks. Listen and check. Would it be possible to get some tips from you for calling customers? Sure. Ican show you the _ use when I call customers. ‘You prepare everything you're going to say before you call? No, but | have an outline [ follow for calls. Ifitis a , greet the customer and identify myself. Then I tell them the reason for my call. You don’t start the conversation with 2 No. I get to the point by politely asking if they are interested. It saves time. Do you ever leave messages for people on their voice mail? Not usually: And if get a call that person again later in the day. 9000000000 Circle the word that does not belong in each group. antenna dial tone display touch pad communicate listen redial speak 3. busy signal call waiting caller ID voice mail 4. access code extension phone number — zip code 5. check confirm greet repeat e@00c0000 Choose the best word to complete the sentence. 1. He is not to come to the phone right now. a. available b. positive ¢. possible d. necessary 2. [think this phone is broken. I didn’t hear a ‘when I picked it up, a.dial tone b. greeting c.subsceiber _ d. touch pad 3. My cell phone battery is low, s0 T should it, a. confirm b. identify c. recharge d.reverse 4, The manager requested a with the branch office in Mexico. a. battery, b. cold call c.small talk, teleconference 5. [sit possible to make __calls from the phones in the office? a. available b. busy c. positive d. long distance — | Chapters. English forthe Telephone 22. Making a Call A communication story NOUNS ‘You want to call Bob. » You don't know his number, » You look up the number in. dial tone directory the telephone directory. » You pick up the receiver. > You listen forthe dial tone. » You message snumber ope dial the number, » The telephone rings. » The switchboard operator answers. » The receiver star key operator transfers your call. > Peter picks up the phone. » You get through. » Peter VERBS answers the phone. > You ask to speak with Bob, » Bob is sick. » You leave a message aes asking Bob to call you back, » Peter takes down the message. > You thank Peter for his connect Gal helpand say goodbye. » You put the phone down, » You wait fr Bab to return your call = get through > Bob calls you back later.» Your company has automated dialing. » Bob presses the fangs mae star key to connect to your depariment. » Took ae ‘Your colleague takes the call as you are out of Pick up i press the office, + Your colleague offers to take a put down foto xe but Bob hat angrily! » Y os message but ngs up angrily! » You speak with take down never get another call from Bob. sransler ADJECTIVES automated ADVERBS Key vocabulai _-L Could you speaiug? >) ely ¥ oe CT reception is very poor, ) 2 The caller Sta Tophane Togivesomeonea call Tocall/call someone up To makea (phone) call to ta Person called Toreceivea call Togetacall Tohavea call The phone call A telephone call Acall Commuricaticn in the 2ist century 10 Chapter s. English forthe TelephoneFill in the blanks. Listen and check, These new phones are too fency. I don’t know how to use them. Linda: It's easy. Watch. First, pick up the receiver. ‘Mark: Idon’thear a ; Linda: You have to press the number of the person you want to speak with first. Orif you want to dial out of the office, press the number 9. Mark: Is there a somewhere so [ can look up people's extension numbers? Linda: They're on this list. These numbers you to other desks in the office. Mark: And when the phone rings, I answer it by pressing the flashing light? Linda: Right. And you can a call by pressing hold and the extension umber, Label the phone using the words below. cond hold bution pound key receiver star key ds Fill in the blanks with the correct word. 1 He tried to get___to the main officeall morning, but the line was busy. 2. If he is not in the office right now, I'll just call later this afternoon. 3. Let me get a pen so Tan take 4, May I speak whoever is in charge of customer accounts? your new number. 5. She forget the number, so she had to look it, Chapters. Engish forthe Telephoneht 3. Switchboard speaking! ATs) To Identifying your company/department NOUNS caller colleague ‘connection line meeting message moment number vacation VERBS apologize ask call callback check connect have hold leave put through speak ransier ADJECTIVES afraid sick sony Good moming. Lake Technology. {oe Personnel Department Cot. Gale, now, Asking about the purpose How can help you? ‘What iit in raga to? What can do for you? Who would you like to speak to? Identifying the caller I'm sorry, could I have your name (again), please? Who's calling, please? Connecting ees Ciibsee it he's in.) (One moment, please. ee Ti checkifhe’sin his fice. « Apologies Tmafraid =the line i busy “he's on the othe line he's ina meoting at the moment). ~she's out ofthe office today. he'son vacation, He'll be back soon /later this aflemoon. She won't be back until this aftemoon, No connection ‘Do you want to hold? Would you like to speak to is colleague? Can Take a message? / ‘Would you like to leave a message? ‘Would you like him to call you back? Does she have your mumbet? Making the connection Wien Justa moment. Pm putting you through, now. 2 J = Til connect you now. Answering a call — identifying yourself Good moming, Bob Adams (speaking) This is Bob Adams, Thisishe she 12 Chapter 1 English forthe TelephoneFill in the blanks. Listen and check. | Operator: Good afternoon. JP&B Associates, How can I help you? Linda: I'd like lo___with Larry Smith, please. Operator: Please hold while | put your call through ... I'm sorry. I'm afraid Mx: Smith is out of the office at the moment. Would you like to__ a message? Linda: Twanted to check to make sure he remembered our__ tomorrow. Operator: If you leave your name and number, I'll ask him to when he gets in, Linda: Certainly. My name is Linda Strait .. Complete the definitions with a word from the Vocabulary list. +L. A person you work with is also called your 4 2. If the phone is ringing and you pick it up, itmeans you ___it, 3. The phone is busy when another caller is already on the 4, To tell someone your name is to yourself. 5. When you apologize, you say that you are @0060000 Match the question with the correct response. 1.Can Lhelp you? a. Ill give it to you just in case she doesn’t 2. Could | have your name, please? . L would like to speak with Steve Cross 3. Would you like to leave a message? «. No, he’s the only one who can help me. 4, Could transfer you to anyone else? 4. It’s Debra Wilson, 5, Does she have your number? e. No, I'l call back a little later. Chapters. English forthe Telephone 13,| Te 4. Opening a call MELE D AD Making the call identifying yourself — Hello, tis NONE My name is .. os Thisis.. speaking. a : Hi, Bob. I's John here. sonnection ae Asking for connection end Tid like tospeak to introduction ‘Could /Can/May I speak to... jacket Could you put me through to pronunciation Extension 361, please -_. sites - | Scout soma eomoane nity an Giving more details anspor rt plese teacher Tt’sin connection with .... eon ————Wsabout.. yourself Checking after connection VERBS Is this Maria/the Personnel Department? — = ‘Ate you the person responsible for ..2 = Reason for calling Foke Tm calling to _ ‘Pronounce - ‘The reason I called is to... rm caling to chadthat EGS Ym calling about ... yeureciecmy fox) American as British indigo yellow Shall | spell my name? The alphabet — introduction to pronunciation Key sounds ~a guide fey ff fet rel Fai Jaxf fou) A for Apple/Alpha ce? eee ie RPO D asin Day/Delta = me es ie aS E for Edward/Echo J DM G asinGo/Golf Meg sn 1 for Into/Indigo G ss J asin Jacket/Juliet ans R forRobert/Romeo z S asin Summer/Sierra a T for Teacher/Tango is pronounced ‘zee in American English W asin Window /Whiskey and zed! in British English. Y for Yes/Yellow 14 Chapter . English forthe TelephoneFill in the blanks. Listen and check. Linda: My name is Linda Strait. Is Ms. Brown in? Secretary: May Lask the of your call? Linda: Ms, Brown asked me to the status of her order with us. Sectotary: Ms, Brown is not at her desk at the moment, If you_me your name and number, [can ask her to call you back. Linda: Alright. My name is Linda Strait. My last name is spelled “S” as in summer, “7” asin teacher, “R” like Robert, “A” apple, “I” like "1" teacher, Secretary: I'll give her the message, Ms. Strait. 0000000000 Choose the best word to match the mesning of the underlined words. 1. The CEO of the company is from England. aAmerican —_b. British ¢. Foreign a. Indigo 2. I'm not sure how to correctly say your name. a. check b. give go d. pronounce 3. We must have a bad connection because T can hear a repeating noise on the line. a.echo beintroduction —_¢. reason d. window | 4. You should wear a light coat today. T’sa little cool outside. a.extension jacket tango whiskey 5. It’s hard to believe you did all this work alone. a.alpha b. delta c. yellow 4. yourself Fill in the blanks with the correct word from the “key sounds” guide. My name spelled. 1. Basin. Aasin Rasin Lasin lemon. 2. Slike E like Rlike Rlike Yilike 3. Sasin Alike Gasin Elke ___. | 4, Y like V like violin, Eas in__,Sasin 5. Dasin, /Aasin W like Nike Nancy. Choptor 3. English forthe Telephone 5i ae 5. Receiving and taking messages ] Vocabulary JiGemienine! The caller = taal eae toler ames? > | area code: 7, 4 Ds ‘ -contace number = , date OO we y digit &. Caraneyou) a is The message ies = Names and addresses Could you tell him/her ealled? = Can have your name again? Could you ask her a call me back? VERBS Could you spell that for me? Pease tell him that I'l call back. callback goaheat Numbers Spelling goover, = Can Thave your number? It's Dignen. Should I spell that for you? ear eoe ‘What's the area/country code? Yes, its Gere. G-ER-E. = Is that your mobile/ your office? | spell Numbers Bae = = Noting and responding Yes, it's 013-704-2865. ia Yd better write this down, [See note below] eine Justa moment. OK. Ready ‘That's my cellular ADJECTIVES Let me geta pen, OK. Go ahead. read ag Checking = Could you go over that again, please? Let me just repent that for you. Should I read that back, just to check? Don't worry! Yl make sute she gets the message. Tl tell him you called, TI gethim to call you as soon as he _— \isots7ee e687 gets back to the office Replies Of course. OK. Yes, that’s right. Please. Thanks ‘Thank you very much Could just have your name? Thank you. Goodbye. Note ‘Telephone numbers are usualy sid diyitby digit However, there are other ways. For instance, “2246” can be said lke “double two-foursix” or “twenty-two, fourty six.” The ‘umber “O” can be pronounced “ah,” or “ero.” 16 Chapter x English for the TelephoneFill in the blanks. Listen and check. Mark: Linda is not here right now. Can I take a message? Sam: This is her husband. Could you ask her to call me? I'm at my office, but she needs to call me at extension 208. Mark: I’d better write this down. Hold on a moment while I find a pen. OK, My office number is 471-3006. Extension 204. Let me repeat that back to I got it. 471-3006 and extension 204. That's right. vt her to call you as soon as she gets back to the office. Thank you very much, Fill in the blanks on the following phone message using the words below. : May 2, 2008 3 Alice White Time: 3:45 PM. wants to reschedule meeting, ()please call (_-) will call again ec06G0c0 Put the following sentences in logical order (a=first, e=tast). 1. Can you tell me the area code again, please? 2. He is not in the office at the moment. 3, I'll make sure he gets the message. Goodbye. 4, If you leave your name and contact number, I'l have him call you. 5. Thank you for calling TestPro. May help you?| EE! 6. Structuring a call Ara Eg The purpose (ERE Fmealling about... ‘smesting fer next weet.) es Peter asked me to call you to organize .. Pee NT as Toul like to discuss ) purpose We need to organize structure Wee have toarrange ‘VERBS Structure orange ‘There are three things T would like to talk about ened Fist wont odio, a Explain why you ore colin, deal with Seconds. decide Final lett Another thing is... wan opin C Tass one > proeien Check handle Is that OK with you? eee Is this a good time to talk about this? ste Do you have time right now? structure é talk about Deciding ‘OK. Then we have decided to. ‘AIvERES: Right. Then Twill. Bally Twill eave this to you. St So, you're going to handle this, OK? . ‘second ‘Should I deal with the logistics? Deflecting (Can we deal with that another time? Tilhave to get back to you about. Further action Could you send mean e-mail to confirm that? ‘Would you please inform Peter? Final check Is there anything else? Isthateverything/all? ‘Telephoning tip ran what you want to say carefully before you call! 48 Chapter 1 English for the TelephoneLinda: Frank: Linda: Frank: Linda: Fill in the blanks. Listen and check. Match the words that mean the same. L.confirm a. arrange 2. get back to bb, check 3. handle . deal with, 4. organize discuss, 5. talk about e. contact again Write the phrase to describe what each sentence is doing. 1. “Can I get back to you about that later?” 2."Do you have a few minutes to talk?” 3. "Tim calling to dicuss your order.” 4. "OK. I'lLtake care of that.” 5. "Thanks for your time. Bye.” Imealling to that I've received your order by fax. However, we need to discuss the payment schedule for your order. Cant about this? I don’t usually deal with payments, and the person ‘who usually handles them is out to lunch, see. Would you like me to explain the payment options to that person? think we talked about that when we met here in my office. I think you can ‘me to inform her of the payment options. ‘When you have decided on the option you'd like to use, please call me back. TI do that. Is there anything else we need to discuss regarding our order? No. Once we the payment schedule, everything will be set.ie 7. Transferring information Vocabulary Starting Confirming Ready? ‘Yes, goahoad NOUNS _ Have you gota pen? Yes. information — ake Checking Confirming spaing Have you got that? Yes, you said. Could you read that back ta me, please? OK. VERBS y cancel OK? ‘Let me read that back. catch, Should [repeat that? Please, yes. check en Active listeni i correct ive listening — responding _—-_—— ‘excuse Phone Susan and tell he, ahaa oat You don't hear oS Sorry? bein Pardon me? re Excuse me? don Feta beg your pardon? os I'm sorry, I didn’thear what you said, e I didn’t quite catch that. ees ES didn't catch what you said. rms on = cat what youssid,_) ADJECTIVES I didn’t understand. Could you repeat that, please? eh Loe Tim sorry, Could you go over that again, please? Se It is not clear "ADVERBS Tm somry. What do you mean exactly? exactly Y'msomry. I don’t follow. What is‘tumover’? ee What do you mean by ‘turnover’? You want to check Did yousay... [Lot me just check. You said. Is that right? ‘You said you wanted to cance! the meeting? Is that correct? E Asking for spelling Would /Could you spell that, please? Correcting information 20 Chapter 4 English forthe Telephone Sorry, not the 30th. I said the 13th. Sorry, that’s not quite right Sorry, think thats a mistake, Itshould be Telephoning tip Repeat important sumbers to check. CTmeomveaa) Crane esea CenmmnattFill in the blanks. Listen and check. Linda: Could you give Sam a message for me when he gets in? Ready? Go ahead. His sister Myra is arriving tonight, but I'm tied up at work. 7 Could you spell her name for me? That's M-Y-R-A. She's on the 7:50 flight from Denver. Pardon me. Did you say 7:15? No, fifty. Five zero. From Denver. It's very that he get this, ____and there are not any mistakes. Can you__ to me, please? Chris; OK. Myra is arriving tonight from Denver at 7:50. I'l give him the message. 000000000 ‘Match the sentences/questions with the same meaning. 1. Got it? a. Fxcuse me? 2. I didn’t quite follow that. b.T think you made a mistake. 3. Pardon me? ©. OK? 4, That's not quite right. 4. So, just to check, that’s tomorrow, 5, You said tomorrow, right? e. I'm not sure what you mean by that. @0000000 Find a verb in the Vocabulary list that has the same meaning as the underlined words. 1. He planned to begin calling customers after lunch. 2. Itwas hard for me to understand every word she said over the phone. 3. Please review the information I sent and call me if you have questions. 4, She called the airline to verify her ticket 5, You should say something to show you are paying attention to the caller. a Chapters English forthe Telephone 2:lia 8. Communication difficulties Palen © General Justa minute Let me geta pen. nouns sone fans There's no answer. \ ine Tear’t contact/ get ahold of Peter! Ps meee pete Technical ‘VERBS ‘The number is not in service. tale pees cont ono gelaholdot fang ap meme vine ate = eg Aan cae areal pet ayo bk) ce ADJECTIVES Sound bie Tan hardly hear you. general Can youspeak up? inservice We very noisy here ‘toa ‘Can you speak up a little, please? ens Isa terrible / bad line. antes Can you hear me? ADVERBS: Cellular phones hardly My baitery is nearly out, noerly I'm losing you. I'm going into a tunnel. ‘There are some problems with the net. To the operator ~~ ‘Citnincyou've gotthe) eong ume ‘Could you check the line, please? a wld T'm having problems with a New York number. Wrong numbers {fm sony, think you have the wrong number, | think Ihave the wrmg mumber Is this 019-945-5677? Ymaafraid you've reached sales. Tltry and transfer you back to the switchboard, Call back ‘ Tlleall you right back. (Coremurication Hang up and I'l try again, pebene: Talk fo you ina moment 4 22° Chapters, English forthe TelephoneFill in the blanks. Listen and check. Diane: Hi, Linda? I've been calling all morning, but the line has been. 5 Linda; Hello? Can you speak up? I can hear you. Who is calling, please? Diane: It’s Diane! Can you hear me now? Linda: Hi, Diane! What's wrong with this phone line? Is your battery dying? Diane: It's not my cell phone. This line is terrible. Let me and call you right back, [Both hang up. Diane dials again.] Woman: Hello? Diane: Who is this? Is this Linda? Woman: There's no Linda here. I think you have the 9000000000 ‘Match the problem with the sentence to describe it. 1. another caller on line a. I'm sorry. The line is busy. 2. company went out of business , Speak up! Ican hardly hear yout | 3. volume is too low ¢ The number is no longer in service. 4. cell phone beyond service range 4. There is nobody here by that name. 5. wrong number . The signal is too weak. Call me later. e00000ce ‘Choose the best word to complete the sentence. 1. [don’t know why, but we were suddenly in the middle of our conversation. a.cutoft D. lost reached 4. spoken | 2. You can customer service by dialing “1” now, | a. hang up b.lose «reach d. transfer 3.1t's too to talk in this restaurant, Let me call you back after lunch. a. general b.naisy c-technical —d. wrong 4. This is outrageous! I've been on hold for ten minutes! a. exaclly b. hardly «finally nearly 5. Due toa problem, the office phones will not be working for the next hour. a. busy b.important technical . communication |Secs % Nouns subject thanks time VERBS callback sgetback gover return talk talkabout ‘ADJECTIVES. alright available ‘better ‘ADVERBS: actually 9. Calling back Opening Vm returning your cal My secretary said youcalled. a I got your message. ana, Mr, Smith Thanks for calling earl 1” ymrecmieg your call, Ce Thanking “Thanks for calling back. "Thanks for getting back to me so soon, Reason for call ‘The reason | called earlier was that. What I wanted to talk about was called earlier to .. ‘einige Tig oe Is thisa good time to talk? ¢ Chea in Doyou have time now to.” ee eee ‘Do you have the information with you? Leal ree Can we go over the figures now? 4 Do you have afew minutes to talk about this now? Excuses ‘Actually, 'm ina meeting right now. 7 TmafraidI'mon the other line. Twasjust on my way toa meeting. Call back Lcall you back. Let me cll you back. Can all you back in Five minutes? Close Talk to you soon/again. Calling back — restarting This is Peter rotuming your cal. Hello again. It's Peter. Is the lin any better? Can youhear me alright now? Esa ee ‘ a Back to the subject ‘The reason I called was. OK. Where were we? As Twas saying .. Chapter 3 English forthe TelephoneFill in the blanks. Listen and check, Linda: Frank: Linda: Frank: Linda: Frank: Linda: Frank: ‘each person is doing by using the following words. Label winat 1. As Lwas saying, Friday is not a good day for me, 2. I gota message that you called. 3, P'm on the other line at the moment, so T can’t really talk. 4, Thanks for calling me back, 5. I wanted to talk to you about playing golf on Friday. This is Linda. Tgot a message you called, so I'm your call. Hi, Linda. Thanks for me so soon, The reason I called you was to check and see if our order has been shipped. Yes, it was shipped yesterday. Great! I'll need to check the information later. IF you like, Tcan go over the invoice with you now. Are you now to talk about it? Actually I have an appointment. Is it alright if in an hour? No problem. Talk to you soon. Thanks, Bye. Put the following sentences in logical order (1=first, 5=last). Man: Alright. I'l talk to you this afternoon. Woman: I have a meeting in ten minutes. This afternoon is better for me, | Woman: Oh, yes. Thanks for getting back to me so quickly. Man: I just received a message that you called me. Man: — Iwas glad you called. Do you have a few minutes to talk now?haa ke 10. Making appointments Wert Stig Arranging a meeting Responses Can we schedtilea meeting? Yes, ofcourse. rene Can wehavea meeting next month? Sure. see Would you like to mee for lunch? That would be nice appointment Let me check my calendar. calendar diary Agreeing on a time eas Could you manage sometime next week? : : When would be best for you? VERBS When is good for you? heck Are you freeon..? come up {'m free on Tuesday, Is that convenient foryou? Note expect How would Tuesday suit you? 1 Agendas for mectings. ae = How does Tuesday sound? 2. For project planning we uso ‘schedule’ or SS al Shall wesay o'clock? ‘pa thar USEngish aces Canceling postpone Can we change our appointment time? Something has come up. Thave 1. nist Could we reschedule readrange it fr Friday? seaee Could we make it Friday instead? at Could we postpone it until Saturday? ae ait ‘Could we move it up forward to Monday? G “Unforinaty, have 0 anc urmeetngon Tuesday. ‘ADJECTIVES Saying ‘Yes* Ngee re best ‘Yes, Jean make Tuesday. liste fr signals showing hat the other person is teady to close that call » make signals yours » end on a positive note > not put down the recever too quickly as it may seem rade.Let me quickly just (OK. We'll ust more just give mea call. Twill. See you on Monday. Bye. ‘Gircle the word that does not belong in each group. 1. close end finish 2. check organize go over 3. aid assistance help 4. hint sign signal 5. grateful inefficient rude e0000000 ‘Match the sentences with the same meaning. Formal 1. Lenjoyed talking with you. 2. Goodbye! 3. Could you go over that again, please? 4. I'm very grateful for all of your help. 5. Yes, that would be fine. our schedule again. The Thursday morning meeting has been postponed until Monday afternoon at 3 o'clock. Is that right? ‘That's right. I'll send you an e-mail Friday to confirm that time again. _—_____ that unless I hear anything different by Priday. {Ym sorry about having to change our schedule, Thanks for your I's no problem. I'll look forward to seeing you Monday. And if can be of any transfer confirm | receiver tip unprofessional Informal | a. Talk to you later! b. Sounds good! «. Nice chatting with you. Thanks a lot e. I didn't catch that. What did you say? ‘Chapter 2 English forthe Telephone 3:PEELE AD Cultural aspects NOUNS agreement dlirsctness expectations friendliness bumor idiomatic language indifforence participants. professionalism Punctuality rollcall, silence ~ smal talk VERBS any donut poe guarantee feat notify peat rape pearaden ADJECTIVES appropriate ‘personal safer simple specific. ‘ADVERBS clearly concisely thoroughly, 32 Chapters. English forthe Telephone 13. Cross cultural tips/Audio conferencing ‘Small tk is expected at the beginning and end of calls in certain countries, «= Repeat important information to guarantee understanding, * Be patient if theres silence. People need tine to remember words, * Clavfy if you are not sue * Cultures have different rules forthe use of first and last names. Last names are safer + Some people mistake friendliness for unprofessionalism. * Idiomatic language is more difficult to understand, Keep it simple. «Silence means different things agreement to sume; indiffence, non-understandling to others. * Punctuality can be very important. Respect expectations «= Directness can be seen as rude, + Humor is cften very porsonal and culturally specific Use with caution, Audio conferencing jot be rental Background Audio conferencing is now very common. It enables people in different locations, ‘often international, to conduct a meeting via the telephone, Use the guidelines below: Prior to the call * Notify all participants ofthe time, date and calkin number forthe meeting. Beginning the call 1 Select a location where you will notbe disturbed. + Usea rol call to check participants are present andl the lines are clear During the call * Speak clearly and concisely. * Always state your name before speaking. + Direct your questions toa named individual + Reply to all questions, even if you do not have an immediate answer. * Donot interrupt + Summarize key points ofthe meeting and agree on action points before ending the call Choose a quiet lcatin for @ conference call. Intemational calls * International calls are costly for the company. Plan thoroughly before you cll * Check the local time ofthe office you are calling + Not everyone speaks English as well as you, Send an e-mail ifnecessary.‘Flin the blanks. Listen and check. | Linda: I'ma little worried about calling Mr. Sanchez in Mexico, Mark. I'm not used to dealing with international clients. Any suggestions? Mark: I’ve heatd it’s good to start with small talk before you get down to business, Americans respect , but other cultures may not. Linda: Isit for me to call him “Mfr.” or should Tuse “senor”? ‘Mark: Tthink Mr. is the safer title to use. Linda: I’m also worried Imight not understand his accent. Mark: T you won't understand everything, But don’t worry. Just ask him to repeat or ‘and concisely summarize your notes before you hang up. ‘Match the word with the meaning. 1. agreement a. acting well for business 2. friendliness b. being cold and unfeeling 3. indifference ¢. being warm and open 4. participation d. saying yes 5. professionalism e, taking part “Complete the sentences by using the following words. 1. A culture that believes you should be on time respects 2. Ifa person wants you to get to the point, she or he prefers _ 3. People who enjoy jokes and laughing have a good sense of ; 4. Some cultures communicate without speaking and value 5. When you chat about the weather, you are using,| ina 14. Golden rules = Practice and rehearse key English phrases. NOS «ng See = «= plan the call thoroughly. Have clear objectives. Ss + send an email before you cll when necessary. response + anticipate what the other person wall say. Prepare your responses. * have all necessary information at hand. VERBS * refer to this book for essential phrases. anticipate + e-mail ahead to allow the person time to prepare. Tose control «smile when you phone. Be polite and agreeable. see = «check that your respondent is free to talk, —————— * be efficient. You are representing your company. PS 1 se questions to identify key issues relwarse a 1 be concise. Time is money. selyon = ten actively, Confirm regularly that you understand. represent * stand up. It gives you more authority. stand up «# spaak clearly and slowly waste time «allow people to finish what they are saying. ADJECTIVES * handle complaints politely. siete: + avoid complex language. agreeable * check that the other person understands. athand * take notes during a call. Write them up afterwards, ————— * send a follow-up e-mail fo confirm. eee « finish with a positive phrase. People con hear you stile! lite = DON'T ‘ADVERBS weal if you are unprepared. atively - + assume your respondent is available to talk when you call. regularly = * lose control if'someone becomes aggressive. = «forget that you represent the company on the phone. «waste time. 1 pretend tounderstand, * assume the person has understood everything, + interrupt - = + rely on your memory for important details. = * forget to write down important details * put the receiver down too quickly. It can seem rude. * leave your mobile phone switched on in the theater! 34 Chapters. English forthe Telephonein the blanks. Listen and check. ‘Mark: How did your call with Mr. Sanchez, go? Linda: Great! I made a list of objectives before [ called and. it during the call. That kept us both from wasting time. ‘Mark: He didn’t think you were too did he? Linda: I don’t think so. He was very agreeable and polite during our conversation. One thing I didn’t ‘was his sense of humor, Mark: I'm sure you did a great job the company. You always speak with such authority in meetings, Linda: And a trick I learned for the phone is to talk standing up. It really works 9000000000 ‘Mark each idea as good (D0) or bad (DON'T) according to the Golden Rules. DO DON'T 11. ask if the other person has time to talk O) 2. talk while the other person is speaking tA 3, pretend you understand to save time 0) 4, think about what the other person might ask eA 5, write notes while you are listening C4 ‘Choose the word with a similar meaning as the underlined word. 1. Do you have a pen and paper close by? a.athand b. complex con time a. polite 2. He practiced saying a few phrases in Chinese before he called. aanticipated —b.rehearsed —ccrepresented — d. wasted. 3. Iwas surprised when she got angry during our conversation. alostcontrol —b. referred to ¢. stood up d. prepared to 4. Please tell her it is necessary that she call me back this afternoon, agreeable. clear c. essential d. polite 5, We thought we could depend on your office to take care of this problem. a.refer to b. rely on ¢.stand up ad. waste time Chapter, English forthe Telephone 35Tete ira cols Presentations 1. What makes a good presentation? 2. Starting 3. Signaling - linking the parts 4, Highlighting and emphasizing 5. Engaging your audience 6, Visual aids design ond type 7. Visual aids - describing charts 8. Body language - being persuasive 9. Communicating styles 10. Closing o presentation 11. Handling questions 12. Presenting at a glance 13. Cross-cultural tips 14, Golden rulesIe 1. What makes a good presentation Vocabulary Jiaraucg Remember your audience NOUNS Establish clear objectives inthe inttuction a ‘Meet audience expectations with relevant content attitude (Create interest and promote involvement complexity coment Organize the information mepiet Design an overall structure which is clear fea ‘Make sure thatthe introduction and ending have maximum impact eae Link the diferent sections together handout ‘Communicate using the alloted time impoct interest Use visuals effectively ineetuction Use clear and simple messages nee Crete impact, aiythm Handle visual aids and equipment professionally sections Be prepared to provide handouts structure vat Communicate with body language Maintain a relaxed attitude: remain confident and positive. aie Use eye contact to engage your audience VERBS Focus meaning by movement or gesture adjust Avoid distracting mannerisms conclude design Deliver your message engage ‘Use your voice effectively: volume, rhythm and pause ee Adjust complexity / formality of language to the audience remtohe Sore Prepare thoroughly 3 ‘summarize ‘Write brief notes to assist Practice before the eal thing ADJECTIVES allotted eee Practice mates perfect. distracting soo ‘lassie presentation organization relevant ADVERBS: Thtreduce thoroughly ret > Toe er pt Present main bey QomerTmy > Conde =m Summarize 28 Chapter 2. English for Presentations00C0o jn the blanks. Listen and check. adjust structure allotted eye contact Have you had a chance to look over the handout for my presentation? ‘Yes, Mark. And I have some questions about the content. Really? Do you think T need to the content of the presentation? Alte. For instance, I don’t think the example you give in the introduction is really relevant. And the complexity of the last two sections of the presentation may be too much to explain in the time for this presentation, Mark: I guess [ have a lot more work to do on the. of the whole presentation. Linda: Maybe after you work on it more, you can practice in front of me. Mark: Great! You can tell me if fuse good or have distracting mannerisms. 2000006060 ‘Motch the two parts to make a common phrase used for presentations. 1. audio-visual aaid 2. confident b.attitude 3.eye ¢. contact 4. maximum, d. equipment 5. visual ¢. volume 90060660 ‘Write the correct label on each note card for the presentation. conclusion greeting _— introduction main points. questions explain background give name and of problem | welcome auelience allow audience to ask questions recommend change tonew technique reasons why sales fell new technique sales results (Chapter 2. English for Presentations 39MELO GES Key Language for Introductions 4a NOUNS bockground comments flipchart greeting Our ‘overhead projector parts points position sections springboard tile topic whiteboard VERBS analyze convince divide moveon to ‘outline persuade spaakabout split talk 2bout ADJECTIVES. briof Chapter 2. Engich for Presentations (tour msi gar. Greeting LPR ‘Good moming/aftemoan evening, ladies and gentlemen, Welcome to Ericomm. Hello/Hi, everyone. Name and position Explain the structure ‘Let me just start by introducing myself. My name is Peter Wong, Assome/most of you already know, [am Peter Wong ie [im in charge of responsible fr production (mapa ) I'm thenew CEO. tied Title/subject < The ttle/subject/topic of today’s presentation/talk is. Today, like to speak about .. What I'd like to talk about is Objective The objective ofthis presentation is to present. This talk will actasaspringboard for discussion. on ZF The aim today is to give some background about... == Main parts/outline I've divided /split my talk into four main parts/sections, First, what | want todo is give you some background ... Line the different ports Second / Third, we will look at/ move on 10 u. of the presentation Then/Next/ After that/Finally, [will speak about/examine Visuals The Classic Introd Twill be using the whiteboard and flipchart: Checklist | will be using the overhead projector. > greeting > nameand Length of presentation > the ile/subject ‘The presentation will take/last about .. minutes, > thecbjective 1 will speak for about... minutes > themainpoints plan tobe brief. About... minutes. > mention visual ais you wil use Questions > time you will take If youhave any questions, please fee ree to interrupt. » when you woul like Please interrupt meas we go along if you have any questions, ee % = ps > meferto youraudience 1d be gad to fake any questions at the end of my presentation. US. populations vegetarian? a ae Tres yur aience ith “rise what we cal? ¢ male pon Be dplometie/ Use diplomary, Quick tips ‘Build a rapport with your audience: > Use "we" not L? > Understand their pointof view.e00c00 ‘Fal in the blanks. Listen and check, show of hands diplomatic point of view acknowledge ‘Mark: Rapport with the client is critical. Linda: In your. . Mark, has informal feedback lead to any significant changes in the way you deal with clients? Mark: think it has made me more in dealing with complaints, Bob: I'd like to:ask for clarification of what you mean by that. Mark: Let me geta of the number of people here who have lost their temper dealing with complaints? Lots of us. I tended to do that too, That was because my expectation was that I had to defend the product. Now I the complaint as a situation where the client is offering informal feedback. Can we afford to ignore informal feedback from our clients? 0060000000 ‘What should a person ask in each case? Fill in the blanks, for a show of hands a thetorical question for clarification to spend more time to see statistics 1. To continue a topic without going to the next topic, ask 2. To count the number of people who agree, ask 3. To get more information to understand better, ask. 4. To get people to think but not speak, ask 5. To see proof according to numbers or research, ask. ecoceeece Choose the word with a similar meaning as the underlined word. 1. According to our most current research, customers prefer red to blue. a.diplomatic _b, recent c.thetorical ——_d. satisfied 2, Lasked him to speak to us today because he is an expert in this field. a.clarification —b.expectation —_¢. fact d. specialist 5. Please take a few minutes to discuss this problem with the person next to you. a.show ofhands b, your neighbor ¢. point of view — d, rapport 4. As you can see from these figures, the market has greatly increased. a. facts b.neighbors —_c. specialists. statistics 5. You need to speak with more politeness so that you don’t offend your audience, a.diplomacy b.expectation —_c. rapport . views Chapter 2. English for Presentations. 47Roricies NOUNS aspects barchart color curtain diagram, first glance flow chart illustration layout map marker meaning OnP ple chart plan pointer presenter shape slide table ‘epee VERBS communicate distract draw attention to ilustrate ‘ADJECTIVES: ‘compatible logical shaded technical 48 Chapter 2. English for Presentations 6. Visual aids - design and type Introducing the visual OK. Let's takea look at. Thave a transparency to show you. ‘The first/second /next/final side is Check with the audience Is that clear for everyone? Isthatin focus? Can everybody se that? Thstate shins Meaning of the visual yu canit soy in words. This shoves /illutzates/demonstrates/refers to This sa graph/a diagram which shows. Why usea visual aid? Asyoucansee, hiss. sng tte Here we can see Highlights key points Focusing attention onc {id like to dra yourattenton 0. ‘Crotes vaty CGheof the most important aspect of this is ‘ull interest. Attire lance it seems. Eu nw gianoed Spot check —visuals Type of Ast clon anal Visual Ss > Isltteringcheac? > Ibthelayout logical? > Arethe colors compatible? ae > Doesit communicate or diac? ine gah | Equipment and environment100000 jn the blanks. Listen and check. color illustrate first glance diagram Mark: Ihave a transparency here to how I organize informal feedback, Bob: I think the OHP is out of focus. Can you fix it? Mark: Sure. OK, that looks better. Where did the pointer go? Well, never mind. [can just use my hand. At , this system may look rather complicated. But it’s actually very simple. Linda: Do the different shapes mean types of files? Mark: Actually, the shapes in the ____represent organization within the file. And I would also like to draw your attention to the _coding of the shapes, The meaning of each color is related to the three situations | described ‘before when informal feedback is given .. 060006000 visual aid Is best to show the information? Write the choice in the blank. barchart flow chart diagram pie chart table 1. Usea__ to show the growth in company expenses over the past five years. 2. Usea______to compare several features of three products to see similarities and differences. 3.Usea____ to show the percent of customers (100%) who prefer different products. 4. Usea____to show the steps in the process of production for a product. 5. Usea______to show the relationship between various departments in an organization. 20006000 ‘Filin the blanks In the following critique of a presentation’s visual alds. compatible distracted layout technical Presentation Critique 1. The colors of your slides and text are not_. It was har to read the yellow text on orange slides. 2. The of your flow chart was very hard to follow. L couldn’t understand it at all. 3. The animation on the slides _ the audience from the information. We were all watching the moving animals. 4, There were many _ problems during the presentation. Practice with the equipment before your presentation!Vocabulary Jamies 50 NOUNS deterioration fluctuation peak slump» VERBS deteriorate fall ffuctuate improve reach alow point rocket slump ADJECTIVES ‘gradual rapid significant sight stable ADVERBS: consequently grdually Significantly slightly Chapter 2. English for Presentations Up ‘Togoup * Toinerease an increase ‘Torise arise Togmw —— agrowth Toimprove an improvement Togetbetter et Torecover a mcovery | Torocket ) Others Toremain stable peak Tolevel out | ‘To reach a peak aN ak a Tops peek by Speed of change Rapid - Rapidly _— Steady - Steadily Gradual - Gradually Slow — ~ Slowly Degree of change Ses rose ity Ss rse cena Dramatic ~~ Dramatically ‘There was @ rapid rise in ‘There was o dramatic rise Significant Significantly sles. in ses Moderate - Moderately Slight - Stightly ‘Sales rose from 3 milion ‘07 il, Prepositions oe eee Tostand at 4 lon 8" yer From... t0 Sade ses et 3 rn By. Tonary. An increase of a ee Giving explanations oa The cause This happened because... Me This wasa result of. (Tris was $0 ../ Therefore. ( ( aresult of (Gasiionine) ¢ The result ‘This will result in Z This will lead to ... Consequently .../As a result. 7. Visual aids - describing charts x Dy Down Togo down ‘Todecrease a decrease Tofall a fall ‘Todrop adrop Todeteriorate a deterioration To getworse Toworsen a worsening Toskmp ——astump Tofluctuate a fluctuation Tobottom out ‘Toreach a low point Dhitalow aloweoceoe ill in the blanks. Listen and check, slump deterioration recovered low point Sam: The next slide we are going to Look at shows the fluctuation of sales over the past two years Karen: Wow! Last quarter we hit quite a Sam: Yes, we did. And we can see in this graph that sales started to gradually worsen in the last quarter of the last year. They slightly in the first quarter, but then continued to fall until the present quarter. Mike: Any idea what caused this in sales? Sam: One significant facior is the economy. We're not the only ones facing this problem. But the good news is that I think we've achieved a things are going to improve in the next quarter. and 0000006000 Fill in the blanks using the correct word to complete the sentence. decrease fluctuate improve rocket stable 1. A lime over which there is no change is a time when sales are 2. If sales drop, it means they 3. Sales that go up and down several times over a short period 4, Another way to say sales go up very fastis to say they 5. When there is growth in the market, sales eo06e000 Label the following parts shown on the graph. fall fluctuation peak recovery rise Chapter 2. Engish for Presentations 5:Maio Checklist 52 NOUNS advantage Appearance disadvantage expression eesture posture Proposal nt stance suicide VERBS maintain smile takea break ‘ADJECTIVES. absolute entaiasti facial risky stark superior Chapter 2. English for Presentations 8. Body language - being persuasive Dress for “Match your appearance to audience expectations your audience Maintain eye contact Use positive facial expressions — smile Move tocreate interest Use hands to create impact with gesture mi Establish a confident posture and stance Create a positive attitude — be relaxed and enthusiastic Retox. Persuading language (Btratciear) Proposing, « | suggest that we . — My suggestions that we... Cian aco Trecommend that we... q 5 ea af My recommendation is that we Smile a propose that we My proposalis that we Advantages The difference between and .. is enormous, ‘What are the advantages and disadvantages of.2 (On the one hand .../On the other hand This is far superior to... better than {Vetslcckat>) the advantages.) / Stark options Ceeasanaes, We have no choice. 4 TFwe dant. then we willsee.. Either we «or Instead of ... we could. Neutral vs emotive words Neutral Emotive ce Its tisky. Itis commercial suicide. ‘C mare tis produ ‘Thismay bea problem. This will lead to chaos. would be commercial 7 ‘Werequire this ‘This isan absolute must. Sone will complain. There willbe a rit Say it three times! ) 2 6) This new products faster, cheaper, and more efficent. ‘This supplieris friendly, customer-focused, and next door! ny By c) Presentation tip Practice the introduction until itis perfect. You need! convince your audience in the first sixty seconds!006600 Frill in the blanks. Listen and check. proposal posture enthusiastic facial Mike: Let's take a break before we discuss Sam's ideas further. Karen: You gave a very interesting Sam, Sam: Thanks, Karen. I think this new approach has a lot of advantages, Karen: I could tell through the presentation you're very __ about it. Sam: just hope I convinced the managers. Ifa little risky, you know. Karen: Well, your and stance during the presentation communicated your absoluite confidence in the proposal. Sam: What about my__expression when Mike wanted me to go over the statistics again? Karen: You kept smiling, That was a good thing! 00C0000060 ‘Match the words with similar meanings. 1. appearance a. emotion 2. attitude be idea 3. gesture &. looks, 4. proposal d, movement 5. stance ©. posture 00000066 ‘Choose the best word to complete the sentence. 1. He tried to a positive attitude even though everything was going wrong, a. convince b. maintain c. smile d. take 2, IE you said those terrible things to the boss, it would be for your carcer! aadvantage ——_b. gesture c. riot d. suicide 3. The company had to lay off hundreds of workers due to its financial problems. a. absolute b.enormous ——_¢. facial d. superior 4, There are few benefits with the change but many : a.appearance —_b, chaos. c.disadvantages — d. stance 5. The new model is by far_to the old model. a.enormous risky c. stark 4. superior (Chapter 2 English for Presentations 53Poco 54 Nouns approach catastrophe ‘competence performance: strength style weakness VERBS balance concentrate exaggerate overstate peeve Translate vtilize ADJECTIVES balanced detached eniphatic Srmpersonal indepth organic systematic Chapter 2. English for Presentations 9. Communicating styles People have different communicating styles. Understanding how you communicate is important to improve your presentation planning and performance. Consider your own style by asking yourself the questions in the table below. Remember —there is no right or ‘wrong way but you should have a balanced approach, Communication factor Personal profile aay Do you prefer strctured presentations toa mare Systematic vs Organic Dee a Do you prefer formal language, dress, posture tn an coos informal approach? Closed vs Open Do you slate facts or ask questions and discuss answers? ~~ Do you enjoy in-depth analysis or communicating Poa simply and efficent? Fiyniowieicat ‘Do you tend to oversate and exaggerate orjust ‘concentrate on the facts? epi Do you engage emotionally with your presentation Fasolret ‘subject or remain detached? Language choices Now examine some ofthe ways in which differences in communicating style translate into differences in the language which we use 1. Choose between formality and informality Formal Phaases Informal Phrases Good moming ladies and gentlemen... ys Hiello, everyone .. Onbehalfof...znay Iwekcome you to... vs ‘Thanks for coming. Lf may, Td now like to move on to vs OK Secondly. Ifyou have any questions, fl free... vs Just mterrupl-with questions. Formal Vocabulary Informal Vocabulary Sales have recovered. vs Sales have picked up. We will acquire the company soon vs Wewill buy it soon. We perceive it differently: vs Weseeit differently. We must utilize our competence vs Weiust use our competence. 2. Balance personal against impersonal Tense Passive - Impersonal Active - Personal Present simple Itis thought think Present continuows Its being examined We are examining Present perfect Tthasbeen claimed Anexperthas claimed Past simple Tewas arranged Tarranged it. Future This will be looked at later, Iwill lookat this ater. 3. Balance ‘stating’ against ‘questioning” itis clear that vs Would you agree that..2 don’t think that ys Do you think that..? We must. vs Isthere any way to .2 Presentation tip 4, Balance ‘emphatic’ against ‘relaxed’ Focuson your ‘This is a really big problem vs Thisisa slight worry isos This is a catastrophe vs Thismay causea problem Work on your Tam conwinced . vs Tend to think that ‘wealeneeoes.20000 ‘in the blanks, Listen and check. utilize balanced exaggerating in-depth Sam: _ Ii would be a real catastrophe to continue business as usual. ‘Mike: I think you're the danger a bit. Sam: Without changing our approach, we'll never improve performance. Karen: Samis right. Ewe __the new approach in a systematic way, our sales should rocket by early next year. ‘Mike: Weneed to do more __ research on this approach. We need to balance its strengths and weaknesses before we apply it. Sam’s presentation concentrated too heavily on the benefits, T want to see the other side. Karen: I disagree. I thought the presentation was well. regarding the positive and negative aspects of the approach. jOO0G06666 ‘Mich each sentence with the kind of communication style it represents. 1. detached a. Twant to hear the ideas you have on this topic. 2 emphatic b, These are the five points I'l cover in today’s presentation. 3.open ¢. If that happens, it will be a catastrophe for our company: 4. organic d. We need to look at this problem logically. 5. systematic ¢. I won't follow an outline. I'll let our discussion lead the flow of the presentation. 900cG0c6 ‘Label the following sentences as either Formal or Informal. 1. Here at Word Corp., we see things a little differently. 2. Managers have not been utilizing the full potential of the competence of many of our senior emplayees. 3. On behalf of Star Enterprises, | want to welcome everyone to today’s workshop. 4. The seriousness of the situation cannot be overstated. 5. Let me ask you all something: “Is this the how we want people to think of this company?” Chapter 2. English for Presentations 55Rocce: 56 NOUNS attention handout recommendation ‘VERBS advise conclude expect follow up goover invite recommend sum up ADJECTIVES: final ADVERBS: attentively brielly Chapter 2. English for Presentations 10. Closing a presentation Signaling the end ene aaa (OK. That brings me tothe end of my presentation. \ of present Right. That covers everything I wanted to say about So, that'sall I have to say. Summarizing Tosum up then... Inbrief. Before finish, let me just go over If can briefly summarize... (rem et Concluding To conclude, I'd like to say that... \ 1d like to finish by saying Inconelusion,. Final recommendation Itsoems to me, then, that we shoud... | would therefore recommend /advise that ‘Support | have prepared a handout which I will pass round. Ul give you my e-mail address incase you want tofollow = — upon something I said. Cranky try Closing ‘Thank you for listening so attentively. Thank you for your attention. hope that thishas been useful Inviting questions {Td be glad to answier any questions. So, do vou have any questions? Are there any questions? Yes, the gentlemain/lady sitting there. [points] Presentation tip Prepare answers to questions which you expect00c0e in the blanks. Listen and check. conclude summarize invite attention Mark: Twant to briefly the benefits of informal feedback. It can provide ‘more detailed information about clients’ needs, it makes clients feel empowered, and it strengthens the customer- Cie secon sation hi Digressing ‘etme row) feu Returing J ineoneision @ Bs ‘Cowen ik 0 say.) Conclude. ~ Cian Lestat’ Inte gatebody greeting digress handled Mark: So what did you think of the presentation, Linda? Linda: I think the way you introduced yourself in the ___ really helped break the ice in the meeting, ‘Mark: I wanted everyone to feel relaxed. Linda: And in the of the presentation, you outlined your points very well. ‘You stated the information clearly and didn’t, from the topic. Mark: What did you think about the length of the presentation? Linda: It was good. When you closed, I thought you all the questions from the audience well. Mark: ‘Thanks for your feedback, Linda. po00c0000ce ‘which part of a presentation should you do each thing? Write the part in the blank. Introduction Body Ending 1. refer toa chart 2. greet the audience 3. invite people to ask questions 4. state your objective 5. summarize your main points ecooceecse ‘Match the sentences with similar meanings. 1. Allow me to digress for just a few minutes. a, Good afternoon. 2. Feel free tointerrupt. b. I'm glad you asked me that. 3. Looking now at my second topic. ¢. Let’s move on to my next point. 4. That's a good question. . That reminds me of a story. 5. 1/d like to welcome everyone to today’s presentation. _e, T'll be happy to answer questions at any time ‘chapter 2. English for Presentations 62hin 13. Cross-cultural tips PEECLTIGESAD Remember, @ NOUNS snatis animation Stes code facie hretarchy host sty interprion lac ‘organization personality pocket precision professionalism punctuality role sloppiness spontaneity VERBS bear with consider contribute Interrupt ‘ADJECTIVES. dynamic irrelevant reserved, vig specific strict sufficient suitable Chapter 2. English fr Presentations Audiences have very diferent expectations in different cultures. Knowing what your audience expects from the presenter is critical to successful presenting: When preparing and planning presentations for specifi audiences, you should consider the following: Involvement Factor Interaction: Role of silence: Interruption: Human touch: Punctuality: Formality: Animation: Level of analysis: Some audiences simply want to listen and not contribute. Some audiences use silence to communicate agreement, not hostility. Some audiences expect to be able to interrupt. Some audiences like to sce the personality ofthe presenter, ‘Most audiences respect punctuality ‘Some audiences see informality as a lack of professionalism. Some audiences prefer a reserved style to over-enthusiastic presenters Many audiences have in-depth specialist knowledge. Organization Factor Systematic: Support Digression: Some audiences prefer an onganic style to rigid structure, Some audiences don't wanta lot of visuals and handouts. Some audiences see digression as irclevant. Body Language Factor Hands: Eye contac: Dress Body: Face Delivery Factor Language: Reading text: Voice: Social Factor Names: Business card: Host thanking: Hierarchy: Some auidiences view hand(s) in-pockets as sloppiness, Some audiences feel uncomfortable without eye contact. Some audiences work in companies and cultures with strict dress codes Some audiences expect a presenter tobe dynamic ‘Some audiences look for animated facial expressions. Some audiences have a limited English vocabulary. Some audiences favor spontaneity over precision. ALL audiences need sufficient volume and a suitable speed. Some audiences prefer family names to frstnames. Some audiences will request a business card. ALL audiences expect basic courtesies. Be polite. ALL atudiences respect social and corporate hierarchies, Survival strategies Situation Language The audience coesn't understand, etme go over that again You forgot Pethaps Ishould mention No vocabulary! Y'msory, what's that word again? Youate lst Now, where was ‘You drop your sides! Plesse, jasthear with me a second. Notine. So, the main points...900006 in the blanks. Listen and check. specific interrupt bear with me contribute Bob: Have you considered giving a workshop on presentations, Mark? Mark: What are you talking about, Bob? You must be kidding. Bob: No,__for a minute. I thought you gave a very dynamic presentation. Mark: Really? | sensed a bit of hostility during the questions at the end. Bob: —_Notatall. [just wanted you to be about the value you see in... Mark: Of course Inever did any formal analysis of the benefits of informal feedback Bob: Don’t . Twas trying to tell you the organization, interaction, and professionalism of your presentation were impressive. Maybe you could some tips to help others here give better presentations. 90060000000 Find an adjective in the Vocabulary list with a similar meaning. Write the word. 1. appropriate 2. energetic 3. enough 4. not important 5. stiff oooceoce ‘Write the correct word in the blank to complete the definition, dress code hierarchy lack punctuality spontaneity LA lists rules for what you can or can’t wear at work. 2. Ifa person can improvise well, she or he has ‘ 3. A___ refers to the different levels of power in a society or organization. 4, there isa of something, that thing is not enough or does not exist 5. A person with ___is always on time. Chapter 2. English for Presentations 63| sam 14. Golden rules Vocabulary NOUNS impact intonation joke location ‘mannerism overivead preparation spontaneity text volume VERBS block establish Photocopy practice ‘ADJECTIVES: cultural slistracting, inappropriate scripted sufficient ADVERBS: positively professionally 64 Chapter 2. English for Preseatatons Practice and rehearse key English phrases. Do «establish a clear objective. * talk about what your audience expect you to talk about. * organize the information. st usenotes or key words to assist. ' havea strong opening and closing. . + make it interesting. * use your voice for effect. + keep it simple * use visuals which improve impact and clarity ‘handle equipment professionally. ® speak with sufficient volume and intonation. * use summaries to link the parts. «think about the cultural environment * dress for the occasion. * prepare and practice beforehand, ‘be confident and relaxed. * balance spontaneity and preparation. ‘handle questions positively DON'T ‘= make assumptions about the location and facilities ~check beforehand, + present information which is too complex for the audience. * talk for too long, «tell irrelevant anecdotes or inappropriate jokes ‘speak too quickly use foomany visuals. * photocopy small text onto an ovethead. ‘sed froma scripted text or visuals, * block your audience's view of a visual. stalk with your back to the audience. » use distracting mannerisms. * forget to summarize at the end.900000 Fill in the blanks. Listen and check. distracting anecdotes spontaneity appropriate Mark: So those are the best tips Tecan give you on how to give a presentation, Any’ questions? Linda: How can we figure out if we have mannerisms or not? Mark: You have to practice in front of a mirror watching yourself speak. Jeff; What about telling jokes or during a presentation? Is that OK? Mark: Positive jokes are___for presentations. A good anecdote could be helpful for explaining your point in a presentation, So if it helps the clarity of your point, I think an anecdote is fine. Nancy: Do you prefer scripted presentations or do you leave room for 2 Mark: Usually the text from my slides is enough. I don’t write everything, 9000000060 ‘Mark each idea as good (D0) or bad (DON'T) according to the Golden Rules. 1. Speak loudly during the presentation. 2. Tell lots of jokes to keep your audience laughing. 3. Use small letters to get more information on an overhead. 4. Explain the point you hope to make in the introduction. 5. Write everything down so you can just read it during the presentation. 00006060 Use the words to complete the evaluation of the presentation. blocked established preparation sufficient volume Good points: 1L The objective of the presentation was clearly _in the intro. 2. You gave us background to understand the problem. 3. Great Tcould tell you practiced a lot. Bad point 1. You stood in the way and our view of the flip chart. 2. You did not speak with enough -Teouldn’t hear you. Chapter 2. Entsh for Presentations