Communication Skill in Corporate World of Business: A comprehenshive book. (Diploma in Business Process Outsourcing (BPO))

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Communication Skill in Corporate World of Business

A course book on Communication Skills

brought to you by

Abhijit Kumar Misra

Copyright Notice Copyright© 2022 | Abhijit Kumar Misra All Rights Reserved. No part of this book may be reproduced in any form, by mimeograph or any other means, without prior permission in writing from the copyright holder. This book is prepared only for educational purpose.

Acknowledgement The material (pictures and passages) we have used is purely for educational purposes. Every effort has been made to trace the copyright holders of material reproduced in this book. Should any infringement have occurred, the publishers and editors apologize and will be pleased to make the necessary corrections in future editions of this book.

About this book Welcome to the Course: Communication Skills. As the course title suggests this course book will help you improve your communication skills in English in the areas of listening, speaking, reading, and writing. The main objectives of this course book while producing this course was to help you practice these language skills in real life situations so that you speak and write with fluency and accuracy. To hone your editing skills, we have given you practice in remedial. grammar. Each unit or lesson has a section on Pronunciation which will help you improve your pronunciation of sounds, word stress and intonation. Your repertoire of words in English will be considerably enhanced through the Vocabulary section. If you practice the activities diligently, we assure you that you will not only improve your language proficiency but you will feel more confident at the workplace. In this course, we have covered the entire gamut of situations you may be confronted with at the workspace. These include the following modules and these modules are further subdivided into units: 1. 2. 3. 4. 5. 6. 7. 8.

Social Skills in Business Communication Telephone Conversation Business Correspondence Customer Service Presentation Skills Meetings Cross Cultural Communication Getting Ready for a Job

This course is for people who are looking for upward mobility in their workplace. Remember along with knowledge of your specific job; it is your interpersonal and communicative skills that enable your professional life to go forward. Please give me feedback - both good and bad about the course. I am also striving to improve as we hope you are!

Module 1: Social Skills in Business Communication In this unit, all efforts have been made to include the materials helpful for students to achieve their desired goals. Many of us have considerable knowledge of our specific business area, yet are not very successful in our professional life. This could often be because we lack the ability to communicate at the workplace with sensitivity and ease. We may also lack social skills which are very essential before we get down to the nitty-gritty of business. Remember each language has its own set of rules of etiquette which have to be acquired through practice and experience. The following units will help you in understanding the social aspects of business encounters. It will help you develop sensitivity to cultures other than your own. The units are as follows: Unit 1 – Greetings and Introduction

05

Unit 2 – Importance of Small Talk in Business

28

Unit 3 – Language and Culture

49

Unit 4 – Business Etiquette

68

We have given you practice in these situations through interesting activities. If you sincerely and earnestly do all the activities, you will gain confidence to communicate with fluency in English. We have given answers to all the exercises/activities.

Module 2 : Telephone Conversation Technology is an important aid in business and in fact in many instances today it is the main mode by which the business is transacted. Telephone and mobile phones have replaced paper, while voicemail, video conferencing and conference calls are commonly used in many modern offices. However, to use these means of communication effectively, we need to learn about the rules and etiquette of each technology as well as the physical organisation required when more than one person is involved. In this module, we have the following units: Unit 5 – Features of Telephone Communication

05

Unit 6 – Making Arrangement and Appointments

23

Unit 7 – Leaving and Taking Messages

37

Unit 8 – Voice Mail, Video Conferencing and Conference Calls

53

All these contexts have been cleverly woven in the activity types that we have given you. It is through the skills of reding, writing, listening, speaking that these topics are covered.

Module 3: Business Correspondences In this module, we have primarily concentrated on different types of Business Correspondence, which are essential to you in your workplace. Note that all these diverse types of correspondence can also be written in the form of email. We have given you practice in writing for both Internal and External Business Correspondence. Internal correspondence involves memos, offices orders, circulars, notices, etc. which are used for circulation within the workplace. External correspondence involves writing letters, emails to business colleagues, partner, and customers outside your workplace. The mechanics of each type of writing has also been discussed. Along with the activities pertaining to difference types of correspondence we have also given you practice in vocabulary enhancement, grammar and listening comprehension. In this module, we have the following units:

Unit 9 – Modes of Communication

05

Unit 10 – Internal Business Correspondence – I

19

Unit 11 – Internal Business Correspondence – II

41

Unit 12 – External Business Correspondence – I

57

Unit 13 – External Business Correspondence – II

82

All these contexts have been cleverly woven in the activity types that we have given you. It is through the skills of reding, writing, listening, speaking that these topics are covered.

Module 4: Customer Service The most important aspect of business especially in the BPO sector is the service of customer. If the customers are happy, the business prospers. In this block we have dealt with different types of customers that you may encounter in your workplace. It is important to build rapport with them, handle their complaints with sympathy and sensitivity. In this block we have tried to make you understand the means of retaining your old customers as well as getting new customers. In this module, we have the following units: Unit 14 – Types of Customers

05

Unit 15 – Essentials of Customer Service

21

Unit 16 – Ownership and Accountability

39

Unit 17 – Handling Complaints

53

Unit 18 – Rapport Building and Empathy

67

Unit 19 – Probing

83

All these contexts have been cleverly woven in the activity types that we have given you. It is through the skills of reding, writing, listening, speaking that these topics are covered. We request you to spend time on all the activities in each unit. This will enhance both your fluency as well as accuracy in the language. While performing the listening tasks, please take notes as you listen. This will aid your comprehension as well as concentration. For all the activities look at the answers after you have attempted them. If you answer incorrectly, try to analyze why; if not consult the teacher at the study center.

Module 5: Presentation Skills Presentations are a very important part of English at the work place. Whether we are trying to sell an idea or an article, we have to make an interesting presentation of it. Presentations can be both informal and formal. In this book, we are concerned with formal presentations. In any

presentation it is important to define the objectives of it, to know your audience, to prepare interesting visuals and to structure your presentation coherently. In this book, we have covered all these areas and more. In this module, we have the following units: Unit 20 – Presentation Skills – I: Essentials of Presentation Skills 05 Unit 21 – Presentation Skills – I: Outlines and Structures

20

Unit 22 – Presentation Skills – III: Using Visual Aids

35

Unit 23 – Presentation Skills – IV: The Ending

52

Each unit consists of integrated activities which include reading, writing, listening, speaking and pronunciation tasks. Please listen to the audio wherever indicated and practice the correct pronunciation, intonation, and stress. We have given you a detailed answer key. Some of the answers are suggestive in nature which means variations are possible which are equally correct. Please do the activities before you turn to the answers.

Module 6: Meetings Meetings are an essential part of any organization. It is in meetings that information is shared, discussions take place, decisions are taken and action taken is notified. In this book, we give you tools and techniques to participate effectively in meetings both as a member and as a chairperson. How well you present yourself and your ideas is very visible in a meeting and this can be crucial to your career. In this book, we have the following units: Unit 24 – Setting the Agenda and Planning a Meeting

05

Unit 25 – Types of Meeting

20

Unit 26 – Conducting and Participating in meeting – I:

32

Role of the chairperson Unit 27 – Conducting and participating in meetings – II

47

Each unit consists of integrated activities which include reading, writing, listening, speaking and pronunciation tasks. Please listen to the audio wherever indicated and practice the correct pronunciation, intonation, and stress. We have given you a detailed answer key. Some of the answers are suggestive in nature which means variations are possible which are equally correct.

Module 7: Cross Cultural Communication In this module, we have concentrated on three very important aspects of business they’re given in the following units: Unit 28 – Communicating Across Cultures

05

Unit 29 – Business Travel

22

Unit 30 – Business Events

37

Businesses are no longer highly localized entities, but part of a global village. It, therefore, becomes essential to understand other cultures and people. Stress- free travel is important if we want to conduct our business successfully. In this module, ‘Business Travel’ we give you tips on easy and comfortable travel. Finally, in unit Business Events we give you insights into handling business events. The information is couched in reading, writing, speaking, and listening activities. Please complete these activities and we assure you that your communication skills will considerably improve. Hope you enjoy the book and found it useful.

Module 8: Getting ready for a Job In this last module, of the Course, we are preparing you for the job market. We begin by helping you to reflect about your skills and abilities, build a portfolio of your achievements and writing your curriculum vitae. We will also prepare you for diverse kinds of interviews that are prevalent these days, i.e., walk-in and phone interviews. Many companies are now including group discussions as part of their interview schedule. We also have a separate unit for this. In this book, we have the following units: Unit 31 – Preparing for the job

05

Unit 32 – Writing you Curriculum Vitae (CV)

15

Unit 33 – Portfolio Making

26

Unit 34 – Preparing and Facing Interviews, Phone and Walk-in Interview Unit 35 – Group Discussion

41

60

All these contexts have been cleverly woven in the activity types that we have given you. It is through the skills of reding, writing, listening, speaking that these topics are covered.

INDEX OF MODULES AND UNITS

01

02

03

04

Social Skills in Business Communication

1

1. Greetings and Introduction

2

2. Importance of small talk in Business

25

3. Language and Culture

45

4. Business Etiquette

65

Telephone Conversation

93

5. Features of Telephone Communication

94

6. Making Arrangements and Appointments

112

7. Leaving and Taking Messages

126

8. Voice mail, Video Conferencing and Conference Calls

141

Business Correspondence

165

9. Modes of Communication

166

10. Internal Business Correspondence - I

180

11. Internal Business Correspondence - II

202

12. External Business Correspondence - I

217

13. External Business Correspondence - II

242

Customer Service

270

14. Types of Customers

271

15. Essentials of Customer Service

287

16. Ownership and Accountability

305

17. Handling Complaints

319

18. Rapport building and empathy

333

05

06

19. Probing

349

Presentation Skills

364

20. Presentation Skills - I: The Essentials of Presentation Skills

365

21. Presentation Skills - II: Outlines and Structures

381

22. Presentation Skills - III: Using Visual Aids

396

Meetings

432

24. Setting the Agenda and Planning a Meeting

433

25. Types of Meetings

448

26. Conducting and Participating in Meetings - I: Role of the Chairperson

07

08

27. Conducting and Participating in Meetings - II

475

Cross Cultural Communication

496

28. Communicating Across Cultures

497

29. Business Travel

514

30. Business Events

529

Getting Ready for the Job

545

31. Preparing for the Job

546

32. Writing your Curriculum Vitae (CV)

556

33. Portfolio Making

567

34. Preparing and Facing Interviews, Phone and Walk-in Interviews 35. Group Discussion

601

582

460

1

Social Skills in Business Communication

1 MODULE A course book for students doing Diploma in

Business Process Outsourcing

Brought to you by ABHIJIT KUMAR MISRA

2

UNIT 1: GREETINGS AND INTRODUCTION Structure 1.0 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10

Objectives Warm up Language Focus Reading Comprehension Vocabulary Grammar: Contractions Speaking and Listening Samples of Greeting Pronunciation: Relationship between Sound and Spelling Let Us Sum Up Answers

1.0

OBJECTIVES

In this Unit you will: •

learn about formal and informal greetings;

•

attempt activities based on greetings in other cultures;

•

practice formulaic language used in introductions and greetings;

•

read about introduction etiquette in India;

•

introduce yourself as well as others;

•

present a brief profile of yourself;

•

use contractions in spoken language;

•

analyze the nuances of English pronunciation with regard to sound and spelling.

1.1

WARM UP

Activity 1 i

How do you introduce yourself to a new colleague at work?

ii

How do you greet your colleagues when you meet them? •

at home?

•

at a party?

•

at a get-together?

5

3

Social Skills in Business Communication

• 2

in a formal meeting? Warm up activity

Find someone who……………. This activity will help you to get introduced to other members of your study group. Your trainer will ask you to pick up slips of paper from a pool. Move around in the group and find someone who does or likes what’s written on the slip. Find someone who has no work Find someone who lives in a experience. joint family. Find someone who doesn’t like cricket. Find someone whose native place is the same as yours.

Find someone who is a member of an environment group. Find someone who writes with his/her left hand.

Find someone who knows four languages or more.

Find someone whose name begins with T.

Find someone who plays a musical Find someone who is a instrument. sportsperson.

1.2 LANGUAGE FOCUS Activity 2 1

2

6

Now look at these greetings and state whether they are formal, semiformal or informal. Check your responses with the answer key. i

Hi!

ii

How do you do?

iii

How are you doing?

iv

What’s up?

v

Hello!

vi

How are you?

vii

Good Morning / Afternoon / Evening

viii

Good to see you.

ix

How’s it going?

x

How are things?

Match the responses with the greetings:

i ii

Greeting Hi How do you do?

Response a Very well, thank you. And you? b Hello / hi

4

iii iv v vi

How are you doing? What’s up? Hello How are you?

vii

Good Morning / afternoon / evening viii Good to see you 3

Introducing Yourself

Do not say

c d e f

Good to see you too. How do you do? Nothing much. Good Morning / afternoon / evening g Alright. How about you?

Greetings and Introduction

h Hi / hello I’m Anjana Iyer. My name’s Anjana Iyer.

Myself Anjana Iyer.

There are a number of phrases that are commonly used to introduce strangers. For Example:

I don't think you've met Radhika?

Can you think of at least two other ways in which you can introduce someone to the others? Check the key for more alternatives. 4

Here are some typical corporate situations where you need to greet people. Match the situation to the appropriate dialogue box. Now practice the conversation with your partner. Situations: A Receiving a foreign customer at the airport B Running into someone you know at a conference C After being introduced to someone at a business event e.g. Trade fair D Meeting someone in a restaurant for a business lunch to which you’ve been invited E Receiving an important visitor in your cabin Dialogue Boxes i

ii

You: How are you? I hope I didn’t keep you waiting too long! B: Fine thanks. I just arrived a couple of minutes ago. You: Nice place. Have you ordered anything yet?

A: Hello! You: Oh Hi! Imagine running into you like this. A: Yes, it’s so good to see you after such a long time. How have you been? You: Great! How about you?

7

5

Social Skills in Business Communication

iii

iv

v

5

You: How do you do, Mr. Shwartz? Shwartz: How do you do? You: Did you have a comfortable flight? Shwartz: Not too bad, thank you.

You:

Good morning Mr. Iyer. I’ve been waiting to see you. Iyer: It’s good to see you too. You: How are you? Iyer: I’m fine thank you. You:

It’s a pleasure to meet you Mr. Chhabra. How do you do? Chhabra: Fine thank you. I’m pleased to meet you too.

When you meet someone the first time in a formal situation, it is common to greet the person with "How do you do?" the correct response to this is also "How do you do." However, the stress pattern is different in both cases. The stress is marked for you in the given box: A: How do you do? B: How do you do? Alternatively the response can be: A: How do you do? B: Fine thank you. How do you do? If you find “How do you do?” too formal you may choose to greet someone straight away with “Pleased to meet you.” In this case the response would be “Pleased to meet you too.” The stress pattern will be as follows: A: Pleased to meet you, Mr. Raghavan. B: I’m pleased to meet you too. OR B: Pleased to meet you too. Here is a short introductory conversation: Victor: Sunil, I'd like you to meet Radhika. Sunil: How do you do? Radhika: How do you do? Victor: Radhika works for ...

8

6

A variation is also "It's a pleasure to meet you." or "Pleased to meet you." or “I’m glad to meet you.” Victor: Sunil, I'd like you to meet Radhika. Sunil: It's a pleasure to meet you. Radhika: How do you do? Victor: Radhika works for ...

Greetings and Introduction

Victor: Sunil, I'd like you to meet Radhika. Sunil: How do you do? Radhika: Pleased to meet you. Victor: Radhika works for ... Never ask anyone ‘What is your good name’. Instead you may say ‘May I know your name please’ or ‘I don’t think we’ve met. I’m Radhika. How about you?’ Can you now complete these expressions? i ii iii iv

How ________ you do? ____________ to meet you. It’s a _________ to meet you. ___________ like you to meet Radhika.

Check your answers with the script above to ensure that you’ve got these expressions right. It is common to greet people formally according to the time of the day. ‘Good morning’ is used until noon after which one uses ‘good afternoon’ until 4 pm. Anytime after 4 pm is ‘good evening’ even if the time is not evening but night. ‘Good night’ is used at leave taking after the evening. 6

Greetings are generally followed by introductions where you either introduce yourself or the person/s accompanying you. Choice of appropriate language is important in these situations. In social situations, a man is traditionally introduced to a woman. However, in the business world introductions are based on a person's rank or position in an organization. The person with highest-ranking position is introduced first and the others follow in order of their position. If you introduce two people of equal rank to each other, introduce the one you know less well to the one you know better. Look at these dialogues and mark the words used to describe what you or someone else does. Language may vary according to the degree of formality required in a situation. Note the differences in the two given dialogues. I

You: I’d like to introduce you to our Managing Director, Mr. Sandeep Mehta. Ms. Nigam: How do you do Mr. Mehta? Mr. Mehta: Fine thank you. Pleased to meet you.

9

7

Ms. Nigam: I’m pleased to meet you too. You: Ms Nigam is in Sales. She looks after our clients from the South.

Social Skills in Business Communication

II

You: Benoy, this is Sunita. She’s part of our sales team. Benoy: Hi! Glad to meet you. I’m assistant to the Finance Manager.

A few helpful tips: 1

Americans shake hands when first introduced to new people. Rarely do they shake hands while parting. In India it is customary to shake hands as part of leave taking.

2

When someone pays you a compliment, it should be accepted graciously with a thank you rather than deny it. A Westerner would accept the compliment whereas an Indian may deny it.

3

Titles are highly valued in some cultures including India. Advanced degrees are listed on business cards and mentioned in introductions. This must be kept in mind during introductions.

4

Greetings and leave taking generally follow a hierarchical order in India.

5

Indians generally do not use first names in business, even in conversations. This is not the case in the US and England. However, most European countries prefer the formal surname and some, for example Germans, are particular about the use of the business title during greetings and introductions.

6

In India ‘sir’ is frequently used to address someone in authority. It is not so in the US.

1.3

READING COMPREHENSION

Read the text below and then answer the questions that follow: Indian social etiquette is a strange mix of Western and Indian culture. This is largely because of British influence during the colonial period which continued in post colonial India. Hence India is very much influenced by the British style of etiquette which is rather formal and somewhat conservative. On the other hand, India is a multicultural society where religion, region, caste, language, tradition and custom play a large role in the kind of social etiquette prevalent in different parts of the country. These have an impact on the nature of greetings and introductions as well as the degree of formality used in social and business situations.

10

In addition to this is the impact of globalization, which is largely felt in the metropolitan cities. With changes in lifestyles as well as business environment, a synthesized form of social behavior and etiquette has emerged which is more in keeping with international practices. Having said this, it must be admitted that the influence of native culture continues to have its impact

8

even in these environs. Hence, though a great deal of commonality can be seen in the social etiquette of Delhi, Mumbai, Calcutta, Bangalore and Chennai, one may also observe many differences in the way people address and greet each other. One may easily conclude that there is no one correct way of introducing and greeting. To communicate effectively and strike the right note at the very beginning, it is advisable to study the social etiquette of different regions so that you may be able to make a good impression from the word go.

Greetings and Introduction

Check your progress 1 1

The most appropriate title for the passage is: i ii iii

2

3

The impact of globalization on social etiquette Social etiquette in India Effective communication

State whether these statements are true or false: i

Indian social etiquette is very different from that of the West.

ii

Indians are largely formal in their social etiquette.

iii

All Indians greet each other in the same way.

iv

The metropolitan cities of India are more influenced by global trends in social etiquette.

v

It is advisable to follow your own rules in social etiquette.

vi

Appropriate greetings and introductions can help us make a good first impression.

Find words from the passage which have similar meanings to these: i ii iii iv v

traditional part of the British Empire belonging to several cultures large and important belonging to a specified region or place

Check your progress 2 Here is a passage on the etiquette followed in India while introducing people. Some words are missing in the paragraph. See if you can fill them in. In case of difficulty you may look into the key to find the right word. Indian (i)________considers it important to use a person’s title wherever it is possible. (ii)________________such as doctor or professor are always used. Titles are so highly valued that (iii)________degrees such as Ph. D. are listed on business

11

9

Social Skills in Business Communication

cards and may be mentioned in introductions. It is also advisable to use (iv)____________titles such as "Mr.", "Mrs.", or "Miss" for those without professional titles. One uses (v)___________names only when the person you are speaking to invites you to use his / her first name. You may try ‘Sir/ Ma’am’ for (vi)_______________ and ‘Uncle/ Aunty’ (or Chachaji, Mausiji etc) for (vii)____________ people in social situations. For a stranger who is not very old, it is better to suffix the name with ‘ji’, as a mark of (viii)___________. (ix)____________is often determined by a person's age, university education, caste, and profession. It is not uncommon to find people talking about their educational qualifications as well as the colleges or Universities they come from when they (x)____________ themselves. Government employment is considered to be more (xi)_________ than private business, although the scene is now changing. As for greetings, men almost (xii) ________ shake hands with other men. Westernized Indian women may (xiii) _________hands with foreign men, and sometimes with Indian men too. But by and large most women (xiv)__________ the traditional namaste. 1.3.1

Greeting People

Read the following passage: Hello! Hi! Namaste Assalam ale kum Bonjour Everyday we greet people. We greet our family members when we wake up in the morning; we greet our friends and teachers at school; we greet people at work; we greet people from whom we buy our bus or train ticket, a cup of coffee or newspaper. If it is a friend’s or a loved one’s birthday we greet them in a special way. If it’s a special day, a festival or celebration, we wish our loved ones in a special way too. Greetings are a vital part of any language. While learning a second language one of the first things we learn is how to greet people. Think about greeting different people on different occasions. How do you normally greet people? Does the form of greeting change in different situations? Is the greeting different when it is a stranger, or someone of a different gender or an older person? Does the form of the greeting vary from one part of the country to another? Greetings acknowledge the existence of another human being. Greeting a person means taking the time to relate to a person in a personal way. Greetings may be conveyed through words, spoken or written and through gestures. While a quick “Hello!” or “Hi!” conveys a casual spoken greeting; shaking hands, embracing or hugging a person, kissing people on the cheeks 12

10

or joining one’s hand in a simple ‘namaste’ are some of the gestures people across the world employ to greet people from different cultures.

While, the shaking of hands in U.S.A. is a fairly formal way to greet people you meet for the first time; in India, you will find that men do not shake hands

Greetings and Introduction Greetings and Introduction

with women, especially older women. Touching people’s feet, especially, an older person’s, is a more favoured form of greeting, especially in rural India. Wherever you are in the Arab world, greetings and taking leave are an important part of any Arabic conversation. They tend to be more elaborate than in the West. Even when addressing a stranger, it is customary to greet him/her and take your leave using standard polite expressions. It is normal when meeting someone socially for the first time; and when meeting anyone you already know (even if you just bump into them in the street), to follow the initial expression of greeting by enquiring after their health. Check your progress 3 1

Answer the following questions. i

List a few situations from everyday life when we need to greet people. ………………………………………………………………… …………………………………………………………………

ii

What is the purpose of a greeting? ………………………………………………………………… ………………………………………………………………… ………………………………………………………………… ………………………………………………………………… …………………………………………………………………

iii

What are some of the ways in which people greet one another in different cultures.

13

11

…………………………………………………………………

Social Skills in Business Communication

………………………………………………………………… ………………………………………………………………… ………………………………………………………………… ………………………………………………………………… iv

If you have to interact with people from a different culture what are some of the things that you may have to learn? ………………………………………………………………… ………………………………………………………………… ………………………………………………………………… ………………………………………………………………… …………………………………………………………………

v

How are forms of greeting in the western world different from forms of greeting in the Arab world? ………………………………………………………………… ………………………………………………………………… …………………………………………………………………

2

Complete the following sentences using ideas from the passage given above. i

Some of the people we greet everyday are ………………….. …………………………………………………………………

ii

Some

greetings

are

…………..………….while

others

are……………………. iii

“Hello” and “Hi” are examples of …………………… ………………………………......................................................

iv

Some examples of gestures used to greet people are………….. ………………………………………………………………….

v

In general, the initial expression of greeting is followed by ………….…………………………….…………………………

3

14

Find words from the text which are similar in meaning to the words given below: i

Essential

ii

Differ

iii

Recognize

iv

Communicated

12

1.4

v

Movements made with hands, head or face

vi

Detailed Greetings and Introduction

VOCABULARY

Activity 3 1

Given below are a few gestures and words used for greeting. Complete the table by providing information about them. Greeting Nature of Occasion/ /Gesture greeting/ Situation Gesture Hello Informal Common greeting; Used when meeting someone for the first time in the day. Bon jour Informal Hello in French. Namaste A form of greeting in India by joining one’s hands together. Shaking Formal Hands Good Used only in the Morning morning, before noon. What’s up?

2

People with whom the greeting may be used Used for anyone; older, younger or peer group.

Used between friends or equals.

Match the informal expression in Column A with their more formal matching expressions given in Column B: Column A

Column B

i) Oh Hi!

a) Good night

ii) Shut Up!

b) Good morning, what a pleasant surprise!

iii) Hello Dev!

c) Good bye!

iv) Lucky fellow!

d) This is indeed a stroke of good luck.

v) So long!

e) Please accept my apology.

vi) Bye then!

f) Would we all maintain a moment’s silence, please?

vii) Sorry!

1.5

g) Good morning, Mr. Dev. How do you do?

GRAMMAR: CONTRACTIONS

Contractions are words that have been shortened. This is done by missing out letters. An apostrophe replaces the missing letters. 15

13

Social Skills in Business Communication

For example:

doesn't - for does not we'll - for we will it's - for it is they're - for they are Contractions are generally used in speech and informal writing. They are also frequently used in e mails. Check your progress 4 1

Can you write these words in the contracted from: i ii iii iv v vi vii viii ix x xi xii xiii xiv

I am She is We are We have You have I would You would Do not Are not Should not Should have Need not It is That is

We will now see how they are used in Introductions and Greetings. I’m (I am) Pawan Dhingra. I’d (I would) like to introduce you to my colleague, Preeti Shukla. She’s (She is) from Marketing too. We’ve (We have) been working together for two years. 2

Here are some expressions commonly used in Introductions and Greetings. Rewrite them using appropriate contracted forms. i ii iii iv v vi vii viii ix x xi xii xiii xiv xv

1.6 16

I am Niti Wadhwani. He is my colleague Rahman Siddiqui. We are working together on your project. We have almost completed the first phase of the project. We would like to show you the plan for the second phase. My name is Gagan Srivastava. What is your name? I am pleased to meet you. I would like you to meet my colleague Sadhna Suman. She is my senior in the department. We are both from the same college. I am very pleased to meet you both. It has been a pleasure. What is your program for the evening? Let us meet in the evening for dinner.

SPEAKING AND LISTENING

14

Check your progress 5 1

2

Respond to the given instructions and then compare your responses with the audio on the CD. i

Introduce yourself

ii

Greet someone formally

iii

Introduce your colleague / companion

iv

Enquire from your visitor about his / her journey

Greetings and Introduction

Now imagine that you are talking to a visitor. You will hear her part of the conversation on audio. You must respond to whatever she says. Speak after the beep. After you have spoken you will hear a sample response on the audio. Visitor: Good morning Mr. Siddiqui. You:

……………………………………

Visitor: How are you? You:

………………………………………….

Visitor: I’m fine too. It’s been long since we last met. You: 3

…………………………………………………

You will now listen to two people talking about themselves and their work. Listen to the audio and complete the blanks. i

Name: ………………………….. Name of Company:…………………………………….. Has been working since………………………………… Job responsibility:……………..……………………….. Likes:…………………………………………………… Dislikes:………………………..……………………….

ii

Name:…………………………..………………………. Works as:………………………………………………. Working hours:………………………...………………. Takes care of:……………………………..…………… Likes:………………………………………..………….

Practice your own introduction using the following clues: Name:…………………………………………………………………………. What you do: ………………………………………………………………… Where you study / work: ……………………………………………………… What are your job responsibilities (if applicable): ……………………………. ………………………………………………………………………………….

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Social Skills in Business Communication

What you like about your work / studies:……………………………………… What you don’t like about your work / studies:……………………………….. ………………………………………………………………………………….

1.7

SAMPLES OF GREETING

Starting a conversation involves making people feel relaxed and comfortable. You may have to start a conversation while welcoming visitors. And, when you don’t know others at a meeting, party or social gathering, you may have to start a conversation. Starting a conversation involves three steps:(a) greeting; (b) introducing yourself; (c) asking after the other person’s well-being. The formulas for these are fixed and usually carry no literal meaning. We say ‘Good morning’ even if it is not a good morning and the answer for ‘How are you?’ is ‘Fine, thanks,’ even if you are not well. No one, expect your close friends, really want to know about your troubles. These are routine courtesies that are followed. The expression you use will vary according to your relationship. Activity 4 Read the short pieces below and decide on the following for each dialogue:-

18

i) ii)

Where is the conversation taking place? What is their relationship? Strangers/friends/family/acquaintances/colleagues/neighbours

iii)

Underline the words/expressions that tell you about their relationship.

1

Dixit: What a pleasure to see you, Mr. Sharma. How are you keeping? Sharma: Not bad. How are you doing, Mr. Dixit?

2

Nitoo: Good morning. Welcome to Fergusson College, ma’am. The Seminar is in Room number 16 down this corridor.

3

KK: Mr. Peter Walsh, How do you do? I’m Krishna Kumar, Personnel Officer. Welcome to BHEL. PW: Thank you, Mr. Kumar. How do you do?

4

VS: Good morning, Sir! AR: Good morning, Vikram. I didn’t see you in class yesterday. Are you keeping well? VS: Yes Sir, thank you very much.

5

AG: Hi! I’m Amrita Gill. We’ve just moved into this locality. RK: Hi! I’m RK and this is Anu. Anu’s in the ninth at Springdale’s and I’m in the twelfth at Father Agnel. What about you?

16

6

Students: Good morning, ma’am. Teacher: Good morning? It’s well past 12 o’ clock. Students: Good afternoon, ma’am. Teacher: Good afternoon. Sit down, please.

7

Visitor: Good evening, I have an appointment with David Lee. Reception: Good evening, could you sit down for a moment? I’ll find out whether Mr. Lee is in. Visitor: Of course, I’m Ajay Makeja from ICICI.

1.8

PRONUNCIATION: RELATIONSHIP BETWEEN SOUND AND SPELLING

Greetings and Introduction

It is a well known fact that English spelling does not always indicate how an English word should be pronounced. There is, in other words, no one-to-one correspondence between the letters of the Roman alphabet and the sounds of English. While English has 44 sounds, the alphabet has only 26 letters. So the alphabet is overburdened. And worse still, even in the face of a scarcity of letters, many of them are sometimes squandered in representing the same sound. These two factors together result in a good deal of confusion, as is illustrated below: 1

Listen to the following words in which the same letter stands for many different sounds. Repeat each word: ch a ough

2

machine, monarch, chief late, last, fat, woman, village, water, what though, through, bough, thought, thorough, cough

Now listen to some words in which the same sound is represented by different letters or combinations of letters. i

The n sound is represented by the letter or letters: n nn gn kn pn

ii

as in as in as in as in as in

neck funny sign know pneumonia

The vowel sound in the word get, is represented by the letter or letters: ea ei eo a ai ie u ue

as in as in as in as in as in as in as in as in

head leisure leopard many said friend bury guess 19

17

iii

Social Skills in Business Communication

The vowel sound in the word tea is represented by the letter or letters: ea ie eo e ee ey i oe ei uay

3

as in as in as in as in as in as in as in as in as in as in

beat brief people scene seen key machine foetus receive quay

Listen to some words in which one letter stands for a sequence of two sounds. Listen to each word and repeat it. i

The letter q stands for a combination of the k sound as in key and the w sound as in watch. Example: question quiet quite

ii

The letter x stands for a sequence of the k sound as in kite, and the s sound as in sea. Example: excuse excite excess

iii

box exercise

The letter x stands for a sequence of the g sound as in go and the z sound as in zoo. Example: exact examine

iv

square squash queer

exist exert

The letter u sometimes stands for the sequence of a consonant followed by a vowel. Example: unit (n.) use utilize

The following exercise will help you take a closer look at the difference between spelling and sound. Check you progress 6 Look at the following words, pronounce each word, and then write down the number of letters and the number of sounds it has. Follow the example given below: 20

Call

Number of letters: 4

1 colony

2 receive

Number of sounds: 3 3 shelf

4 possess

18

5 relax

6 seize

7 command

8 plays

9 college

10 surround

11 philosophy

12 theory

13 follow

14 reign

15 psychology

16 boast

17 rough

18 knowledge

19 pretty

20 bright

It is quite evident from the examples and the exercise given above that if we wish to represent the pronunciation of English words unambiguously, the Roman alphabet is inadequate, and is used inefficiently for spelling English words. To get over this problem, therefore a special set of phonetic symbols has been devised, so that a given symbol represents one, and only one sound, and a given sound is always represented by the same symbol.

Greetings and Introduction

Activity 5 Practice these greetings and introductions: 1

A: B:

How are you? Very well thank you. And you?

2

A: B:

Pleased to meet you. Pleased to meet you, too.

3

A: B:

How do you do? How do you do?

4

A: B:

Please call me Anju. Then you must call me Rahul.

5

A: B:

How’s life? Not too bad, but rather busy.

1.9

LET US SUM UP

In this unit you practiced how to introduce yourselves and others in formal and informal situations. You also learnt to greet with the right intonation and tone. You learnt some words pertaining to personal, social or professional qualities. In the grammar section, you revised ‘contractions’. In the pronunciation section, you became aware that spelling in English does not indicate the sounds of the language.

1.10 ANSWERS Activity 1 1

i

May I introduce myself, I am Renu Bhardwaj. I am the Director of the School of Humanities, IGNOU.

ii

a b c d

at home at a party at a get-together formal meeting

– very informally (hug) – more formally – formally – very formally 21

19

Social Skills in Business Communication

2

The trainer may print out and cut up or make slips and have students pick up one each.

Activity 2 1

i ii iii iv v vi vii viii ix x

2

3

Informal Formal Semi-formal Informal Semi-formal Semi-formal Formal Semi-formal Informal Semi-formal

Greeting xi Hi xii How do you do? xiii How are you doing? xiv What’s up? xv Hello xvi How are you? xvii Good Morning / Afternoon / Evening xviii Good to see you

b d g e h a f c

Response Hello / hi How do you do? Alright. How about you? Nothing much. Hi / hello Very well, thank you. And you? Good Morning / Afternoon / Evening Good to see you too.

I don't think you know Radhika. May I introduce you to Radhika? I’d like to introduce you to Radhika. Sunil, do you know Radhika? Sunil, I'd like you to meet Radhika.

4

Corporate situations A – iii B – ii C–v D–i E - iv

Check your progress 1 1 2 3

ii (Social etiquette in India) i – False; ii – True; iii – False; iv – True; v – False; vi – True i – conservative; ii – colonial; iii– multicultural; iv – metropolitan; v – native

Check your progress 2 22

i

etiquette

20

ii iii iv v vi vii viii ix x xi xii xiii xiv

Titles advanced courtesy first strangers familiar respect Status introduce secure always shake prefer

Greetings and Introduction

Check your progress 3 1

2

i

When we wake up in the morning we greet our family members, we greet friends and colleagues at school or at work, we greet strangers who sell us things or give us information, we greet our loved ones on special occasions, we greet people at social gatherings/parties.

ii

Greetings help us relate to people in a personal way and recognize their existence. The specific occasion, the cultural context, the age and gender of the person being greeted, influence how people greet one another.

iii

In the United States of America people shake hands as a formal way of greeting; in India people use the gesture of folding one’s hands in a ‘Namaste’, in many parts of India, people touch the feet of older persons; in Arab countries even strangers are greeted using standard polite expressions.

iv

One of the important things to learn is specific forms of greetings of each culture and how they may vary on specific occasions and according to age, gender, etc.

v

Greetings and leave taking are more elaborate in the Arab world than in the West.

i

Some of the people we greet everyday are friends, family members, people at work, people from whom we buy things, etc.

ii

Some greetings are formal while others are informal.

iii

“Hello” and “Hi!” are examples of informal greetings that we use to greet friends and peers.

iv

Some examples of gestures used to greet people are shaking hands, touching feet, joining hands in a namaste, embracing or hugging people, etc.

v

In general the initial expression of greeting is followed by asking about the person’s health. 23

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Social Skills in Business Communication

3

i

essential

vital

ii

differ

vary

iii

recognize

acknowledge

iv

communicated

conveyed

v

movements with hands, head or face

gestures

vi

detailed

elaborate

Activity 3 1

2

Here is the completed table: Greeting/ Gesture

Nature of Occasion/situation greeting/ Gesture

People with whom the greeting may be used

Hello

Informal

Used for anyone; older, younger or peer.

Bon jour

Common greeting; used when meeting someone for the first time that day. Informal ‘Hello’ in French.

Namaste

Formal

Shaking Hands

Formal

Good Morning

Formal/ Informal

What’s up

Informal

i ii iii iv v vi vii

b) f) g) d) a) c) e)

Check your progress 4 1

24

i ii iii iv v

I ‘m She’s We’re We’ve You’ve

Used for anyone; older, younger or peer. A form of greeting in Used as a mark of India by joining one’s respect for elders hands together. or senior colleagues at work, etc. A fairly formal way of Anyone one greeting people you meets formally, meet for the first time. At work place or Common in the socially. Western world. Used only in the May be used with morning, before noon. anyone. As a response to Used between ‘Hey’, ‘Hello’ or ‘Hi’. friends or equals.

22

2

vi vii viii ix x xi xii xiii xiv i ii iii iv v vi vii viii ix x xi xii xiii xiv xv

I’d You’d Don’t Aren’t Shouldn’t Should’ve Needn’t It’s That’s I’m He’s We’re We’ve We’d name’s What’s I’m I’d She’s We’re I’m It’s What’s Let’s

Greetings and Introduction

Check your progress 5 1

Tape script: i ii iii iv

2

I’m Rohan Sharma. How do you do? Please meet my colleague Ms. Mohita Jain. Did you have a comfortable journey?

Tape script: Visitor: You: Visitor: You: Visitor: You:

Good morning Mr. Siddiqui. Good Morning. How are you? I’m fine thank you. And how about you? I’m fine too. It’s been long since we last met. Oh yes. It’s been a few months.

3

Tape script:

i

I am Sonia Parashar. I work in Phone as a Customer Relation officer. I joined the company in 2006 as a trainee. I got promoted this year. I’m responsible for looking after the customer needs in my area. If the users of our services have any problems, I listen to them and then take the necessary action to solve their problems. I enjoy dealing with different kinds of people and get a lot of satisfaction from being able to

25

23

help them. What I don’t like about my job is dealing with difficult customers who are not willing to listen to my explanation.

Social Skills in Business Communication

ii

My name is Amit Sen. I work in a private bank as a cashier. The name of my bank is HFRC. My working hours are 9 am to 6 pm, six days a week. I often get late at work and reach home only by 8 pm or so. I handle a lot of cash. Hence I need to be very alert and careful all the time. However, I like my work. The work environment in my bank is good and my colleagues are very friendly and supportive.

Answers: i Name:

Sonia Parashar

Name of Company:

Phone

Has been working since: 2006 Job responsibility:

looking after the customer needs, problem solving.

Likes:

dealing with different kinds of people, helping people

Dislikes: ii

dealing with difficult customers

Name:

Amit Sen

Works as:

cashier

Working hours: 9 am to 6 pm Takes care of: cash Likes:

work environment, colleagues who are very friendly and supportive.

Activity 4 1 2 3 4 5 6 7

Formal situation like office or neighbourhood, could be colleagues or neighbours, who do not know each other well. Formal: College. Student and a teacher. Formal: Office. New colleague a visitor. Formal: Outside class. Teacher and student. Informal: Teenagers-Neighbourhood-Strangers. Formal: Classroom-Teacher and class. Formal: Office-Meeting for the first time.

Check your progress 6

26

Word

Number of letters

Number of sounds

Word

Number of letters

Number of Sounds

1 2 3 4 5

6 7 5 7 5

6 5 4 5 6

11 12 13 14 15

10 6 6 5 10

8 4 4 10 8

24

6 7 8 9 10

5 7 5 7 8

10 6 4 5 6

16 17 18 19 20

5 5 9 6 6

4 10 5 5 4

27

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Social Skills in Business Communication

UNIT 2: IMPORTANCE OF SMALL TALK IN BUSINESS Structure 2.0 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11

Objectives Warm up Reading Listening and Speaking Language Focus Vocabulary Writing Grammar: Simple Present Tense Speaking Pronunciation: Silent Letters Let Us Sum Up Answers

2.0 OBJECTIVES In this unit you will be introduced to: •

What is small talk?

•

The importance of small talk in work situations.

•

How to prepare for small talk?

•

Suitable topics for small talk.

•

Taboo topics

•

Building business relationships through small talk

•

Suitable language for small talk.

•

How to make effective small talk/social conversation?

•

Use of simple present tense.

•

Silent letters.

2.1 WARM UP 1

What is Small talk? Small talk is a short conversation. No, I think small talk is social talk before you talk shop. What do you think? Well, move on and find out for yourself.

2 28

"Every Conversation is an Opportunity for Success" - Debra Fine

26

What is the importance of conversation in business? How can good conversation lead to higher levels of success and achievement at work? Think of the answers to these questions. In the course of this Unit you will learn about the importance of effective and appropriate social conversation in business. 3

Read the statements given below. Decide which of them expresses your own point of view. Ask a friend or partner to do the same. Then discuss the reasons for your agreement/disagreement. i

“I never indulge in small talk. It’s such a waste of time.”

ii

“Socializing is the art of breaking the ice and making friends.”

iii

“What we say and how we say it is important because this reveals our personality.”

iv

“I love chatting with friends. It’s such fun.”

4

Here is a picture of two people who are greeting each other. It is evident that they are meeting for some business purpose. When you meet for work, it is important to have a short social conversation before you actually begin to talk shop. This is called small talk.

5

So what do you now think is Small talk? ‰

Small talk is pleasant conversation about common interests.

‰

It is a prelude to a business conversation. It is meant to put people at ease before they get down to business.

‰

It helps to create a favourable environment for talking business.

29

27

Social Skills in Business Communication

‰

It may also help you to develop a better understanding of the person that you are doing business with.

Activity 1 Take a look at these bits of conversation in the speech balloons and consider whether they are appropriate for small talk.

i

How much does your company pay you?

Did you have a comfortable journey?

ii

iii Are you married or single?

iv

Is this your first visit to Delhi?

Now check your answers in the answer key and read about why some of these conversations are inappropriate for small talk. Activity 2 Small talk with foreigners What would you say in the following situations as part of small talk after you have greeted the visitors? Work with a partner and simulate the conversation. i 30

A business visitor has just arrived from the US. You receive him at the airport.

28

ii iii iv v

You receive an important British client in your cabin. An Australian business associate has just arrived from Sydney. It is 1 am in India when you meet him at the airport. An American business associate has just joined you for lunch in a restaurant? An Australian visitor has arrived to take a look at your factory.

Take a look at the samples given in the ‘Answers’ and match them with your topics. Remember that there is no single right answer. The samples in the ‘Answers’ are indicators of what is considered appropriate in each of the given situations keeping in mind the background and culture of the visitor. Activity 3 Take a look at these topics and match them to the flags of the countries where they would be appropriate as topics for small talk:

i ii iii iv v vi

Baseball Cricket Theatre Going to the Beach / board riding Lawn Tennis Schools (meaning colleges you have studied from)

2.2

READING

Read this text on small talk and answer the questions that follow: 1

Small talk requires important social skills which are highly valued at the workplace. It helps to break the ice before important business meetings and events.

2

Many people are comfortable talking about business but do not know how to begin a conversation at business meetings appropriately. This is mostly because they do not know what to talk about. It may also be because they are not confident about their language. Hence both confidence about what to say and how to say it are essential for effective small talk.

3

It is helpful to keep these tips in mind about small talk: Be aware of the type of person / people you will be meeting. Some prior preparation can be extremely helpful. If the visitor happens to be from a region, state or country other than yours then look up

31

29

information about the place he / she comes from. This can easily be done over the Internet. Knowledge of a few words belonging to the language of the visitor can be of additional help. Your visitor will appreciate your special interest and your conversation will then be more meaningful.

Social Skills in Business Communication

4

During your conversation it is advisable to stay away from personal beliefs and controversial topics. These include your religious beliefs, value system, political convictions, affiliations and connections.

5

Also do not invade the personal space of the visitor by asking about personal matters like whether s/he is married or not, how many children s/he has, what they are doing, his/her salary, age etc. Subjects like weather, sports, entertainment are safe subjects.

6

In the course of your initial conversation you may be able to identify some areas of common interest. Once you have a subject that interests both of you, keep to it! You can do this in a number of ways: talking about travel, talking about the school or friend you have in common, talking about the differences between your culture and the new culture, without passing judgments on which one is better.

7

And most importantly, be a good listener. Don't get so carried away with your preparation for the meeting and your ability to communicate that you don't listen. Listening carefully will help you understand and encourage those speaking to you.

8

In some situations, you might be nervous or uncomfortable and not know how to begin. In such cases, letting others state their opinions will improve the quality of the discussion - and give you time to think of an answer!

Check your progress 1 Now after reading these paragraphs can you answer the following questions? 1

Match these subtitles with the appropriate paragraphs of the reading passage which are numbered. i ii iii iv v vi vii viii

2

32

common ground ideologies don’t get personal objective of small talk difficulties encountered in small talk overcoming anxiety paying attention to what you are being told doing your homework

Find words / expressions in the text with similar meanings to these. i ii iii iv v

at ease in advance find out intrude upon harmless

30

vi

express

Safe and Unsafe Topics for Small talk The ability to make 'small talk' is highly valued. Though it may appear to be simple, but in reality, many people find it extremely difficult to handle because, unlike business conversations, where you are in control of the content, in small talk you can’t be sure about what may be considered as appropriate. Here are some widely accepted topics: •

• • • • • • • • • • • •

Sports - current matches or games, favorite teams, etc. Be careful about the choice of sport though. You cannot talk about cricket to an American just as you cannot discuss baseball within India. Any major activities that are going on at the moment. Current affairs – recent incidents. Hobbies Weather – this may sound boring, but it can help to break the ice! Family - general questions, not questions about private matters – this is a common topic in India. Media - films, books, magazines, websites etc. Holidays - where, when, etc. Home town - where do you come from / grew up; how is it different/similar to this town. Job - once again, general questions not too specific. Latest fashion and trends. Celebrities. Festivals – common in India.

And here are some taboo topics that you’d like to avoid. • • • • • • • • •

Salary - how much do you make? Politics - including political ideologies / philosophies. Marital status. Age. Intimate relationships. Religion. Death. Financial - related to salary or the cost of anything you possess including your house. Sales - Don't try to sell something to someone you have just met.

Building Relationships in Business In a country like India building a relationship is important even in business. Indians tend to deal favourably with those they know and trust - even at the expense of lucrative deals. It is vital that a good working relationship is founded with any prospective partner. Small talk and social conversations can go a long 33

31

Social Skills in Business Communication

way in helping to build a favourable relationship. In addition to this, demonstrating strong business acumen, and at a personal level, i.e. relating to your partner and exhibiting the positive traits of trustworthiness and honour would contribute greatly to a conducive relationship. Most meetings start with a great deal of getting-to- know-you talk. In fact, it is quite possible that no business will be discussed at the first meeting. This can be quite problematic for people from other cultures, particularly the West. Indians are in awe of famous people, particularly from the world of cricket and cinema. Hence celebrities, who are frequently used for advertising goods and services, can make a good topic for social conversations. Also there are close links between sport, films and business. Many business luminaries befriend stars or sponsor events. The recent bidding of cricket teams by business tycoons and film stars amounting to crores of rupees is indicative of the close links between sports, films and business in India. Check your progress 2 Based on the tips given in the above text, what advice would you give to a foreigner, on doing business with someone in India? Body Language Appropriate body language is an essential part of communication. In India the head is considered the seat of the soul. Never touch someone else’s head, not even to pat the hair of a child. Beckoning someone with the palm up and wagging one finger can be construed as an insult. Standing with your hands on your hips will be interpreted as an angry, aggressive posture. Hence both of these must be avoided. Whistling is impolite and winking, which is acceptable in some cultures, may be interpreted as either an insult or a sexual proposition in India. Never point your feet at a person. Feet are considered unclean. If your shoes or feet touch another person, apologize. Indians are less sensitive to personal space and often use the touch to communicate warmth or intimacy. This is in contrast to many countries where an elbow length or even an arm’s length is considered suitable. Check your progress 3 Make a list of the do’s and don’ts from the above text on suitable body language in India.

2.3

34

LISTENING AND SPEAKING

Listen to five speakers telling you about how they prepare and conduct themselves at business meetings or events (Listen to Tape script 1). Pause

32

the CD after each speaker has spoken and express your agreement/ disagreement with them by imagining that you are in conversation with them. Activity 4 1

Now listen to the audios again and match what each speaker says with the statements given below:

i

This speaker displays good social etiquette by being attentive.

ii

This speaker believes that information is the key to effective conversation.

iii

This speaker relies on humour in conversation.

iv

This is the speaker who takes the initiative.

v

This speaker likes to prepare for small talk in accordance with the people he is going to meet.

Activity 5 Now listen to some information on the social etiquette of Australians (Tape script 2) and answer the given questions: Put a tick mark against the statements that are true according to the speaker. i ii iii iv v

It is important to keep ample time for small talk with Australians. Taking the trouble to become acquainted with local conditions and issues will help you to win approval and acceptance with them. Australians have a passion for indoor activities. Australians are easy going and often take the initiative to start a conversation. It is best to avoid personal questions with them.

Activity 6 Listen to Conversation 1 and identify what is wrong with the conversation here. Now listen to Conversation 2 and state why the second one is better than the first. Match your analysis with the one given in the ‘Answers’.

2.4

LANGUAGE FOCUS

When you meet people you can begin a conversation with them by doing any one of these three things. You can make an observation. Lovely weather! Isn’t it? It’s too cold for this time of the year. The trains usually run late this season because of the fog. Attendance for the event seems better than last year. (at a business event)

35

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Social Skills in Business Communication

You can ask a question. What do you like best about living here? Which is the best place you have travelled to? How often do you come to Meerut? Is this your first visit here? Did you have a comfortable journey? What do you think of…..? What is your take on……………? Have you heard of ……………….?

You can reveal something about yourself. I’ve worked at several places in M.P. I like watching reality shows. How about you? I enjoy playing / watching cricket? How about you? Activity 7 Now can you complete these questions / statements which have been begun for you? i

How often do you……………………..?

ii

Do you like ……………………………?

iii

What is your favourite……………….?

iv

Where did you first……………………….?

v

Would you like some…………………………?

2.5

VOCABULARY

Activity 8 1

36

Match the key words in the left column with the words/phrases on the right. a b c d e f g

Start Keep Remember Use Avoid Revive Develop

Names social functions with confidence a dying conversation "active" listeners business relationships and social friendships a conversation rapport building skills

34

h i j k l m

Approach Become Mingle Improve Make sure Overcome

n o p q

Make Handle Exit Turn every conversation Come across as

r

2

conversation "killers" like negative remarks your body language is inviting and natural a conversation going conversation with grace the most of networking opportunities icebreakers and conversation starters that work every time awkward social situations carefully into an opportunity for success communication barriers composed and self-assured when talking to people or entertaining clients with confidence

Complete this paragraph filling up the gaps with suitable words from the box. develop

impact

overcome

conversation

influences

shyness

master

professional

difficult

crucial

recognize

break

discovered

successful

perceive

start

Small talk is ___________ in any relationship. Everyday conversation can make or ________________ relationships in our personal and ___________ lives. Unfortunately, most people don't realize how important small talk is, and hence do not do anything to _______________ or improve this skill. Developing the ability to make small talk is not as ___________ as many other work related skills once we ___________ its importance and worth. A Stanford University School of Business study showed its ____________ on business success. It tracked MBA's 10 years after graduation, and _______________ that grade point averages had no bearing on their success − but _______________ did. Most __________ were those who could make conversation with anyone − from strangers, to secretaries, to bosses to customers. Small talk has a great impact on your success in 'personal' relationships, because it ________________ how others see you in terms of intelligence and confidence. Most people _____________ good conversationalists as more intelligent and confident. Despite the importance of small talk, most people don't do it well. One major reason is _________________ and another common reason is not knowing how to ____________ a conversation. There are also some who do not have anything to say. All of these difficulties can be ____________, once you decide to _______________ this art.

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Social Skills in Business Communication

2.6

WRITING

Check your progress 4 1

Expand these tips on small talk into paragraphs of at least 4 to 5 sentences. This will also serve as a revision for some of the hints that you have come across in the earlier part of the unit. Now compare your answers with the sample answers given in the Key. i ii iii

2

Write about 100 words each on at least one of these topics. i ii iii

2.7

Think ahead Have something to say Observe and listen

Conversation is an art The burden of conversation Building relationships through small talk

GRAMMAR: SIMPLE PRESENT TENSE

We use the simple present tense in the following situations: a

to show an action that happens daily or very often. It represents habits, hobbies and daily events Example. The verbs in the following sentences are in the present tense I never indulge in small talk. The trains usually run late this season because of the fog. My office work begins at 9 am.

b

to show likes and dislikes. I love chatting with friends. It’s such fun. Do you like socializing with friends?

c

to show events that are scheduled to happen in the near future. The train leaves this afternoon at three. When do we begin the meeting?

d

38

to show permanent truths. It is important to have a short social conversation before you actually begin to talk shop.

36

Small talk requires important social skills. Check your progress 5 1

2

2.8

Now complete these sentences with verbs in the simple present: i

I __________ to office everyday.

ii

I __________ my house at 8 o’clock in the morning.

iii

I ____________ my office by 8.30 am.

iv

I ___________ my lunch in the office canteen.

v

I ____________ home by 6 pm.

vi

In the evening I ________ for a walk.

vii

On weekends I ____________ badminton in the club.

viii

Once a year I _________ out on a holiday with my family.

Complete the following questions using suitable verbs in the simple present tense Q1. A.

How …..? I am fine.

Q2. A.

Where ……………………..? I live in Bhopal.

Q3. A.

What …………………………? I like reading and watching TV?

Q4. A.

What ……………..……..….? I like to read books on self improvement.

Q5. A.

What kind of TV programmes ……………………..….? I like to watch reality shows.

Q6. A.

How often ……………………..….? I travel out of Bhopal once in two months?

Q7. A.

How ………………………..…..? I usually travel by train.

Q8. A.

What …………………...? On weekends I watch movies?

Q9. A.

What ………………………...? I like to watch action movies.

SPEAKING

Activity 9

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Social Skills in Business Communication

1

Imagine that you are B and A is having a conversation with you. Complete this dialogue with suitable questions / statements. A: B:

How are you? …………………………………….

B: A:

……………………………………. I’m fine too.

A: B:

It’s good to see you after such a long time. …………………………………….

A: B:

So did you have a comfortable journey? ……………………………………………..

A: B:

…………………………………………….. I last visited this place six months ago.

A: B: A:

Have you been following the cricket series? ………………………………………………….. True. I’ve been enjoying the matches too.

You may match your answers with the ones given in the answers key. Activity 10 Discuss the importance of these tips on small talk with your study partner: • • • •

Be yourself Smile Be a good listener Do not force the conversation

2.9

PRONUNCIATION: SILENT LETTERS

In English you generally do not pronounce all the letters in a word. Some letters in words are silent. In other words, they are not pronounced. Listen to them carefully and repeat each word. i

b is silent in the spelling mb and bt occurring in the final position in words. Example: thumb comb tomb

ii

iii

debt doubt

d is silent in the spelling sequence dj. Example: adjective adjust adjourn

40

bomb climb

adjoin adjacent

g is silent in the spelling sequences gm or gn. Example:

38

phlegm paradigm

iv

sign resign assign

ah eh oh

k is silent in these words: knee knock

vi

champagne poignant physiognomy

h is silent in the spelling sequence gh and in the word final position. Example: ghost aghast ghetto

v

gnarl gnash gnat gnaw

knob knife

know

l is silent before k and in the word – final spelling sequences lk and lm. Example: walk talk folk

vii

balm palm calm

n is silent in the word – final spelling sequence mn. Example: column condemn solemn

viii

p is silent in the word – initial spelling sequences pn and ps. Example: pneumonia pneumatic

psalm psychology

pseudonym

p is also silent in the final spelling sequence pt, e.g. unkempt. ix

t is silent when it occurs between s and l, and s and e. Example: castle wrestle bustle wrestle

x

listen fasten glisten

w is silent in the final position, in the initial spelling sequence wr and sometimes the initial spelling sequence wh. Example: saw raw claw

write wrest wrist

who whole whose

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blow snow show

Social Skills in Business Communication

wreck wrap

whom

2.10 LET US SUM UP In this unit on small talk you realized the importance of engaging in social interaction before talking shop. Successful people are those who can go beyond business to establish relationships with people. We gave you some frozen phrases in Language Focus which will help you in carrying out a conversation. The Writing section as well as the Listening gives you further tips in this area. To improve your accuracy in the language, we revised the Simple Present Tense. In the section on Pronunciation, we made you aware of the silent letters of English.

2.11 ANSWERS Activity 1 (i) and (iii) are inappropriate for small talk. Topics like salaries and marital status invade the personal territory of people and hence are too personal to be asked. Activity 2 i ii iii iv v

Small talk with foreigners

I hope you had a comfortable flight. / How was the flight? Were you able to get some sleep? It is wonderful to see you again. I hope you are enjoying the sunshine of India, or is it too warm for you? You must be tired after the long flight. Would you like to have some coffee or would you prefer to go to the hotel right away? Have you tried any of the Indian cuisine so far? What would you like to have for lunch? Would you like something to drink before we set out? It’s going to be a rather big tour of the work shop.

Activity 3 i

Australia

ii

Australia and England

iii

England and maybe Australia

iv

Australia

v

England, Australia and US in that order

vi

USA, England

Check your progress 1 42

1

Subtitles matched with the appropriate paragraphs of the reading passage.

40

i ii iii iv v vi vii viii 2

common ground ideologies don’t get personal objective of small talk difficulties encountered in small talk overcoming anxiety paying attention to what you are being told doing your homework

-

para 6 para 4 para 5 para 1 para 2 para 8 para 7 para 3

Words/expressions in the text with similar meanings: i ii iii iv v vi

at ease - comfortable in advance - prior find out – look up intrude upon - invade harmless - safe express - communicate

Check your progress 2 Indians like to invest time in building up a relationship with the person they do business with. Knowing a person helps them to build trust. Hence one must be willing to invest time with people in India, instead of hurrying them through business negotiations or deals. It is also essential to understand the interests of Indians in areas like cricket, films etc, so that people know what topics are favourable for social conversations. Check your progress 3 Do’s:

• •

Don’ts: • • • • •

You may use the touch to communicate warmth Apologize if you touch someone with your foot by mistake Do not touch anybody’s head Do not call anyone with your palm up or by wagging your finger Do not stand upright with your hands on the hips Do not whistle or wink Do not point your feet at someone

2.3

Listening and Speaking:

Tape script 1

1

Speaker 1 - I usually keep a few short items - anecdotes, jokes, news stories or other interesting tidbits handy so that I can share them with others. I may or may not use them but at least I can draw upon this stock if the need arises.

2

Speaker 2 – Whenever I have to go to a business event or a meeting, I spend at least 10 minutes thinking about what I have in common with

43

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the people who are going to be there. This helps me to think up topics for small talk.

Social Skills in Business Communication

3

Speaker 3 – I think it is important to be well read. I like to take a look at local and national newspapers, magazines and trade publications. That gives me topics for small talk and conversation while entertaining business visitors.

4

Speaker 4 – I’m usually the first to say "Hello." If I’m not sure the other person remembers me, I offer my name to ease the situation. For example, "Meera Shah? Simrat Khanna − good to see you again." I make sure I smile when I do this.

5

Speaker 5 - I make sure I stay focused on my conversational partner by actively listening and giving feedback. I also keep my eye contact and never glance around the room while someone is talking to me.

Activity 4 Speaker 1 Speaker 2 Speaker 3 Speaker 4 Speaker 5 2.3

-

iii v ii iv i

Listening and Speaking:

Tape script 2

Australians are forthright and direct and prefer to get down to business quickly, although some pleasantries can be exchanged at the beginning of a meeting so that the atmosphere is relaxed and some personal bonds are established. Most of them especially enjoy hearing appreciative comments about their country. Australians relish outdoor life and sport is a national obsession at all levels of society. Hence these are common topics for small talk or social conversation. Australians are known for having an easygoing attitude and treating people in an informal manner. Whilst they may have an informal way of talking to one another, most would respect other people’s privacy. Therefore, Australians may not necessarily talk to you first, as they would not like to intrude. It may be up to you to make the first approach. They are also reluctant to ask personal questions, or offer advice unless they have been asked. Activity 5 (ii) and (v) are right. The rest are wrong statements. 2.3

Listening and Speaking:

Tape script 3

Conversation 1 Mr. Singh: Is this your first visit to India? 44

Mr. Burns: No, it isn’t. I first came here five years ago for a Trade Fair.

42

Mr. Singh: Should we get started with the meeting? Conversation 2 Mr. Singh: Is this your first visit to India? Mr. Burns: No, it isn’t. I first came here ten years ago for a Trade Fair. It was much smaller than I expected. Mr. Singh: Is that so. Well, Mr. Burns. You will find a lot of changes in India now, including big Trade Fairs. Mr. Burns: I’m sure that’s true. Mr. Singh: Should we get started with the meeting? Activity 6 In the first conversation Mr. Singh asks a question to which Mr. Burns answers. However, Mr. Singh does not respond to the answer and abruptly suggests that they get down to business. This is socially unacceptable. In the second conversation Mr. Singh gives a suitable response to Mr. Burns’ answer and then they get down to business. In small talk it is important to not change topics abruptly and to complete a conversation that’s been initiated. Activity 7 This is only a sample: i

How often do you travel out of Delhi?

ii

Do you like going to the cinema?

iii

What is your favourite food / cuisine?

iv

Where did you first start work?

v

Would you like some tea or coffee?

Activity 8 1

a b c d e f g h i j k l

Start a conversation. Keep a conversation going. Remember names. Use icebreakers and conversation starters that work every time. Avoid conversation "killers" like negative remarks. Revive a dying conversation. Develop business relationships and social friendships. Approach social functions with confidence. Become "active" listeners. Mingle with confidence. Improve rapport building skills. Make sure your body language is inviting and natural.

45

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m n o p q r

Social Skills in Business Communication

2

Overcome communication barriers. Make the most of networking opportunities. Handle awkward social situations carefully. Exit conversation with grace. Turn every conversation into an opportunity for success. Come across as composed and self-assured when talking to people or entertaining clients

Missing words are given in bold. Small talk is crucial in any relationship. Everyday conversation can make or break relationships in our personal and professional lives. Unfortunately, most people don't realize how important small talk is, and hence do not do anything to develop or improve this skill. Developing the ability to make small talk is not as difficult as many other work related skills once we recognize its importance and worth. A Stanford University School of Business study showed its impact on business success. It tracked MBA's 10 years after graduation, and discovered that grade point averages had no bearing on their success -but conversation did. Most successful were those who could make conversation with anyone − from strangers, to secretaries, to bosses to customers. Small talk has a great impact on your success in 'personal' relationships, because it influences how others see you in terms of intelligence and confidence. Most people perceive good conversationalists as more intelligent and confident. Despite the importance of small talk, most people don't do it well. One major reason is shyness and another common reason is not knowing how to start a conversation. There are also some who do not have anything to say. All of these difficulties can be overcome, once you decide to master this art.

Check your progress 4 1

Expand these tips on small talk into paragraphs:

i

Think ahead One must not go to a business meeting or event without any prior preparation. Even if the meeting is a one-to-one face-to-face meeting with a visitor; it is advisable to think and plan ahead. A good way to start is by finding out about the person you are going to meet. Accordingly, on the basis of some preliminary information that you have gathered, you can decide what topics would be good conversational topics in the given situation. Advance thinking will enhance your comfort level and help you to make a good impression on the visitor.

ii 46

Have something to say

44

For any conversation you must have something sensible to say. If you are extremely well read or well informed, you will always have something to talk about. All you need to do is to choose from your stock according to the people or situation. However, if this is not the case, it is a good idea to do some information gathering before all important meetings or events where you need to make social conversation. iii

Observe and listen An important aspect of small talk is to be a good listener. This is an essential part of good social etiquette. Be a keen observer. This also helps you to understand better and to respond adequately to others.

Check your progress 5 1

2

Completed sentences: i

I __walk________ to office everyday.

ii

I __leave________ my house at 8 o’clock in the morning.

iii

I ___reach______ my office by 8.30 am.

iv

I ___have________ my lunch in the office canteen.

v

I __return / come back____ home by 6 pm.

vi

In the evening I _go_____ for a walk.

vii

On weekends I __play____ badminton in the club.

viii

Once a year I _go___ out on a holiday with my family

Q1. A.

How are you? I am fine.

Q2. A.

Where do you live? I live in Bhopal.

Q3. A.

What do you do in your free time? I like reading and watching TV?

Q4. A.

What kind of books do you like to read? I like to read books on self improvement.

Q5. A.

What kind of TV programmes do you like to watch? I like to watch reality shows.

Q6. A.

How often do you travel out of Bhopal for work? I travel out of Bhopal once in two months?

Q7. A.

How do you usually travel? I usually travel by train. 47

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Social Skills in Business Communication

Q8. A.

What do you do on weekends? On weekends I watch movies?

Q9. A.

What kind of movies do you enjoy? I like action movies.

Activity 9 1

48

Completed dialogue with suitable questions / statements; A: B:

How are you? I’m fine, thank you.

B: A:

How about you? I’m fine too. Thank you.

A: B:

It’s good to see you after such a long time. Yes. It’s been so long since we met up.

A: B:

So did you have a comfortable journey? Yes I did. Thanks.

A: B:

When did you last visit this place? I last visited this place six months ago.

A: B: A:

Have you been following the cricket series? Oh yes. We’ve had some great matches. True. I’ve been enjoying the matches too.

46

UNIT 3: LANGUAGE AND CULTURE Structure 3.0 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10

Objectives Warm up Reading Grammar: Linkers Listening Language Focus Speaking Writing Pronunciation: Foreign Words Let us sum up Answers

3.0 OBJECTIVES In this Unit we will take a look at the relationship of language and culture and develop an understanding of the role of language in multicultural settings. To facilitate this you will learn about: • • • • • • • • • •

Popular languages of the world and the relative positioning of the English language The role and importance of the English language Language and culture The importance of language and culture in the context of BPOs Indianisms in English Foreign words / terms popularly used in English American and British English Culturally appropriate language Politeness and culture Preparing for cross cultural communication

3.1

WARM UP “Those who know nothing of foreign languages know nothing of their own.” Johann Wolfgang von Goethe Language is the roadmap of a culture. It tells you where its people came from and where they are going. Rita Mae Brown We work today in multicultural settings. Here are some questions that this brings to mind.

•

Do you think it is important to know the language of the people you work with?

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Social Skills in Business Communication

•

To what extent does an understanding of the cultural background of people around you help in better communication with them?

•

Have you noticed that even when people use a common language for communication, for example English, the way they use the language differs because of their native culture?

In this unit we will take a close look at how culture impacts upon the way people from different countries use the English language.

3.2 READING Activity 1 1

Read the following text on languages and fit the suitable information into the table below: There are about 200 languages that have a million or more native speakers. Mandarin Chinese is the most common, being spoken by around 874,000,000 people as a native language. About 366,000,000 people speak Hindi in India. English is a distant third with approximately 341,000,000 native speakers. Spanish is spoken by approximately 322-358,000,000 people. If the 15 major variants of Arabic are considered one language, Arabic is the 6th most common language in the world having 198-201,000,000 native speakers with substantial numbers in at least 46 countries. Source: Ethnologue Volume I: Languages of the World, 14th ed. (2000) Name of Language Approximate number of speakers i

Mandarin Chinese

ii iii iv v Now match your table with the one given in the key. Were you surprised by what you learnt about the number of people who use English in the world? Is it more or less than what you expected? If English is not the language spoken by majority of the people in the world why is it the international language of trade and commerce? 2

50

Language of comparisons

48

Take a close look at the completed table and make use of these words of comparison to talk about the given information. The first one is done for your. i

Most: Most people in the world speak mandarin Chinese.

ii

Least

iii

---------------------------------------------------------------------------More than

iv

---------------------------------------------------------------------------Less than

v

---------------------------------------------------------------------------The highest number ----------------------------------------------------------------------------

Now match your sentences with the ones given in the answer key. 3.2.1

You may find the answers to some of the above questions here. Read the text on the English language that follows and answer the questions given at the end.

English is far more world wide in its distribution than all other spoken languages. It is an official language in 52 countries as well as many small colonies and territories. In addition, 1/4 to 1/3 of the people in the world understand and speak English to some degree. It has become the most useful language to learn for international travel and is now the de facto language of diplomacy. In 2001, the 189 member countries in the United Nations were asked what language they wish to use for communication with embassies from other countries. More than 120 chose English, 40 selected French, and 20 wanted to use Spanish. Those who wanted English to be the common language included all of the former Soviet republics, Vietnam, and most of the Arab world. English is also the dominant language in electronic communication, particularly on the Internet. However, the percentage of Internet users who are not native English speakers is increasing rapidly, especially in Asia. Activity 2 1

Pick the sentence that best describes the theme of the passage. i ii iii

2

The usefulness of the English Language for international travel. The popularity of the English language across the globe. The competition of the English language with other world languages.

What do these numbers refer to? Write out your answers in complete sentences and ensure that your sentence construction is right. You can do this by matching your answers with the ones given in the answer key. i ii

52 189

51

49

iii

Social Skills in Business Communication

120

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------3

List the areas of work / communication in which English is popularly used in the world. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

4

What do you understand by de facto? Consult a dictionary, if necessary. Were you also able to get some information about the origin of the word? To which language does it belong? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Activity 3 Read the passage: Para 1 Although there is no official global language at this time, English is becoming the preferred language for international communication. English is the mother tongue of 380 million people, out of a world population of 6.803 billion, but it is the language used worldwide by the academics, press, newspapers, magazines, scientists, businessmen, and politicians. Over 80 percent of the Internet is in English. i)……… ………….………………………………………………………..

52

Para 2 There are several reasons why English language dominates over other languages. Two main ones are: geography of the world and social / cultural factors. ii) ……………………………………………………. …………………………………….Although English is the language of choice in many countries and amongst many people, there is serious concern that countries will lose their cultural heritage along with their

50

native tongue on account of the dominating position of English language in their countries and societies. Para 3 It is certain that English will continue to be the choice for global business and commerce, but those who speak English should be wary of presuming that it is the preferred language. iii) ..…………………. ……………………………………………………. Chances are that they will choose to use English to conduct business with you, but by showing respect to their language and culture you would have already taken the first step to a successful business relationship. 1

Now insert these sentences into appropriate gaps to complete the passage: English as a Global Language. A B C

2

Think of paragraph headings or sub-themes for each of the 3 paragraphs. Now match them with the ones given in ‘Answers’. a b c

3

Voluntary choice of English as a medium of global communication The importance of English language The reasons for the domination of English language

Find words in the text which mean the same as these: i ii iii

3.3

With the rise and expansion of British colonialism began the spread of English language around the world. The key thing is to respect other countries and their language and culture, during social and business interaction with them. No one language in the history of man has been so widely spoken and by so many.

Supersede Anxiety Cautious

GRAMMAR: LINKERS

In any piece of writing the ideas, the arguments, details and facts are logically related by using certain words and phrases called linkers or connectors. The words / phrases that most often function as linkers / connectors are: i

The definite article the.

ii

Personal pronouns: we, our, you, he, his, her, it, they, etc.

iii

Demonstrative pronouns: these, that, etc.

iv

Conjunctions: and, or, but, yet, etc.

v

Other words and phrases: first, meanwhile, later, on the other hand, as a result, therefore, in fact, etc.

Check your progress 1 53

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Social Skills in Business Communication

Some important link words are missing from this text on ‘Culture and Communication’. Try to complete the text on your own by inserting the missing words. If necessary, you may take help from the words given in the box at the end. People from different cultures speak the same language differently. 1___________ they encode and decode messages differently, the chances of misunderstanding are higher. 2__________ it becomes essential to recognize and understand cultural differences. It is wrong to assume 3____________everyone’s thoughts and actions should be just like ours. 4_______________ attitude is harmful for both, the communicator 5__________________ the receiver of the message. The way people communicate varies widely between, 6_________within, cultures. 7_________ aspect of communication style is language usage. Across cultures, some words and phrases are used in different ways. 8______________, even in countries that share the English language, the meaning of "yes" varies from "maybe, I'll consider it" to "definitely so," with many shades in between. It is essential that people research the cultures and communication conventions of those 9___________ they propose to meet, interact with over the telephone or write to. 10__________ will minimize the risk of making the elementary mistakes. 11__________language skills are unequal, clarifying one’s meaning in these ways will improve communication: i ii iii iv

avoid using slang and idioms, choosing words 12__________ will convey only the most specific meaning listen carefully and, 13_________ in doubt, ask for confirmation of understanding (particularly important if local accents and pronunciation are a problem) recognize 14____________ accenting and intonation can cause meaning to vary significantly respect the local communication formalities and styles, 15__________ watch for any changes in body language. that when as well as

3.4

whom if one

and hence for example

because this and even

LISTENING

Activity 4 1

Listen to speaker talking to you about the use of English language in multicultural settings. What does he illustrate with the help of these two examples? You may listen to the audio twice if needed. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------

54

-------------------------------------------------------------------------------------

52

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------2

Now listen to the audio again and do as directed: i

Why is it essential for people in the BPO sector to be culturally sensitized? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

ii

Why is there a possibility of misunderstanding even when people speak the same language? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

iii

Who according to the speaker is more direct and to the point, an Indian or a Westerner? -------------------------------------------------------------------------------------------------------------------------------------------------------

3.5 LANGUAGE FOCUS 3.5.1 Indianism Indians speak countless languages and each of these languages has its own grammar. Accordingly, Indians from different parts of India, especially those who learnt another language before English, speak English as a translation of their own

55

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Social Skills in Business Communication

mother tongue using the same grammatical rules. Hence we have a host of socalled Indianisms that are popularly used. Some of these are given in the next activity. Activity 5 Write the correct form of these expressions in the adjoining column so that they are correct and acceptable particularly in societies and cultures where English is the first language. The first one is done for you. i

Indianism Are you liking it?

ii

Let us discuss about this.

iii

He does this always.

iv

I only told him to come early.

v

Do it fast fast.

vi

May I know your good name?

vii

I simply love to watch cricket.

Correct expression Do you like it?

viii My mother is in the teaching line. ix I am cent percent sure. x 3.5.2

Can you repeat it again please. Words of Indian Origin in the English Language

With a culture and heritage as variegated and rich as India is, it is not surprising that the English language absorbed as many as five hundred words and continues to do so even today. Many of these words have now found their way into English dictionaries because they have become an accepted part of the English language. Activity 6 The Oxford English Dictionary currently has 700 words of Indian origin. Can you think of at least 10 such words? You could look for them in a dictionary or on the Internet. Now compare your find with what is given in the key! How many common words did you find? 3.5.3

56

Foreign Words in the English Language A number of foreign words are frequently used in English. This is because of the impact of one

54

culture on another. Take a close look at the table and note the origin and meaning of these expressions. 1

Foreign words ad hoc

Origin Latin

Meaning unplanned

2

ad infinitum

Latin

Endlessly

3

bete noire

French

something that you hate or find annoying

4

bona fide

Latin

genuine or real

5

carte blanche

French

complete power to do exactly as you wish

6

faux pas

French

socially embarrassing action or mistake

7

status quo

Latin

8

rendezvous

French

situation that exists at a particular time without any changes any type of meeting

9

aficionado

Spanish a person who likes a particular sport, activity or subject very much and knows a lot about it French very fashionable and elegant

10 chic Activity 7

Now complete these sentences with suitable expressions from the above table. i ii

x

She was perfectly dressed and looked very _________________. You will need a ______________ document from your organization stating your tenure of work with them. Her’s is an _______________ appointment. She is presently under observation. The Darjeeling tea is regarded by _________________ as the very best in the world. If you have no understanding of another’s culture you could easily make a _______________________ which could be extremely embarrassing. If you cannot resolve the issue the ______________ will continue. They set up a __________________ at a far away resort where nobody would disturb them. He was given _______________ to deal with the matter as he found suitable. My particular _________________ is people smoking in public places even after the ban. You cannot stay in a foreign country ____________ on a visitor’s visa.

3.5.4

American vs. British English

iii iv v vi vii viii ix

Activity 8 Here are some sentences that Americans may find difficult to understand. Can you identify the words that they may be unfamiliar

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Social Skills in Business Communication

with and substitute them with the ones they commonly use? i ii iii iv v vi vii viii ix x

Go down the corridor and turn to the left. You will find the lifts to your right. The head office is on the crossing of Baker Street and Freeman Avenue. Brinjals are rich in iron. You can issue books from the library on all seven days of the week. People in US mostly travel by private vehicles. In India the railway tracks usually have manned crossings. I need to use your bathroom please. I think we should serve some biscuits with tea. I need to go to a chemist store to buy some medicines. Can I have the bill please?

Did you know that: i ii iii iv v vi

The first floor in England / India is the second floor in USA. That is because they refer to the ground floor as the first floor. Sweet biscuits are cookies in America whereas thin ones are crackers! And you thought crackers were fireworks! In America you don’t stand for a public office but run for it. The 1st year undergraduates in the US are called freshman, 2nd year – sophomore, 3rd year - junior and the 4th year – senior. In a restaurant you ask for a cheque and not a bill. In the US you receive mail and not post, and the man who brings it is the mailman and not a postman.

Activity 9 Now write down the American equivalents of these words. You may need to use them while talking to / dealing with American visitors or clients in business or social situations. British

58

1

Sweets

2

Spring onion

3

Capsicum

4

Trousers

5

Vest

6

Dinner jacket

7

Dressing gown

8

Cupboard

9

City centre

10

Diversion

11

Lorry

American

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12

Postal code

13

Torch

14

Bank note

15

Autumn

16

Goggles

17

Petrol station

18

Tap

19

Pavement

20

Rubbish

3.6

SPEAKING

Activity 10 Imagine that an American client is talking to you about her car which was repaired in your garage after she had an accident. In your conversation, you have made some slip ups by using words that she might be unfamiliar with. Substitute them with suitable words. Practice this conversation with a partner. Client: Good Morning, this is Amanda Rox. You: Good morning Ms Rox. What can I do for you? Client: I’m calling about my Honda Accord which was with you for repairs last week. You: Yes, I hope the (i) vehicle is doing well. What would you like to tell me about it? Client: The trunk of the car doesn’t always lift up when I push the button. What do I need to do to get it fixed? You:

I’m sorry to hear about the problem. If you can reconfirm your address, we will have someone come over and fix it for you.

Client: It’s 14 Jor Bagh in South Delhi. Can you tell me when I should expect the person? I need to be around at the time. You:

Would Wednesday afternoon suit you? Say between 3 and 4 pm.

Client: That should be alright. You:

And what about the (ii) bonnet and the (iii) windscreen? Are they doing alright now?

Client: Yes, thank you. You:

Good bye then, Ms Rox. And have a nice day.

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Client: Goodbye. Note that the client uses the word trunk instead of boot (British) or dickey (Indian). The right combination of courtesy and professionalism are an important part of communication in the West. Here are some statements that may sound alright in the Indian context but would not be suitable while talking to a person from the West. First of all write the appropriate statements in the spaces below and then practice them with a partner. Activity 11 i

This is not my work. Subhash looks after it. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------

ii

Subhash, this is Ms. Weston. She would like to ask you something. -------------------------------------------------------------------------------------

iii

It will take me about two minutes to get you this information. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------

iv

Can you wait in the lobby for two minutes? -------------------------------------------------------------------------------------

v

Sorry, I took too long. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

3.7

WRITING

Activity 12 1

Write down at least three tips on preparation that would be helpful before you begin interacting with someone from a different culture. Now match your tips with the ones given in the key. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

60

-------------------------------------------------------------------------------------

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------------------------------------------------------------------------------------------------------------------------------------------------------------------------2

In his book ‘The Cultural Politics of English as an International Language’ Alastair Pennycook (1994) writes - English media from 'developed' countries have penetrated the media of developing nations. This essentially one-way flow of information erodes the national sovereignty, cultural identity, and political independence of developing nations. Write an analysis of this statement. To what extent do you agree with Pennycook. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

3.8

PRONUNCIATION: FOREIGN WORDS

Please repeat the foreign words which are used in the English language after the teacher. 1

Foreign words ad hoc

Origin Latin

Meaning unplanned

2

ad infinitum

Latin

Endlessly

3

bete noire

French

something that you hate or find annoying

4

bona fide

Latin

genuine or real

5

carte blanche

French

complete power to do exactly as you wish

6

faux pas

French

socially embarrassing action or mistake

7

status quo

Latin

8

rendezvous

French

situation that exists at a particular time without any changes any type of meeting

9

aficionado

Spanish a person who likes a particular sport, activity or subject very much and knows a lot about it French very fashionable and elegant

10 chic

3.9

LET US SUM UP

In this Unit you learnt about: 61

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•

Statistics on popular languages of the world and the relative positioning of the English language; The reasons for the choice of the English language by the International community; The importance and complexity of the relationship between language and culture; The significance of an understanding of language and culture in the context of BPOs; Indianisms in English and the need for correction; Foreign words / terms popularly used in English; Some popularly used American vocabulary and British equivalents; The need for culturally appropriate language for effective communication; Polite language and its association with culture; How to prepare for cross cultural communication.

• • • • • • • • •

3.10 ANSWERS Activity 1 Name of Language

Approximate number of speakers

i

Mandarin Chinese

874,000,000

ii

Hindi

366,000,000

iii

English

341,000,000

iv

Spanish

322 - 358,000,000

v

Arabic

198-201,000,000

1

2

i ii iii iv v

Most people in the world speak Mandarin Chinese. Out of the six languages enlisted in the passage, Arabic is spoken by the least number of people. The number of Hindi speaking people in the world is more than those who speak English. The number of people who speak Spanish is less than those who speak Hindi. The highest number of people speak Mandarin Chinese.

Activity 2

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1

ii

The popularity of English language across the globe.

2

i

52 is the number of countries in which English is used as the official language.

ii

189 refers to the number of member countries of the United Nations who were asked in the year 2001 about the language they would like to use for communication with embassies of other countries.

60

iii

120 countries chose English as the language they would like to use for communication with embassies of other countries.

3

English is popularly used in the world for international travel, diplomacy and electronic communication.

4

De Facto means existing as a fact although it may not be legally accepted as existing. It comes from formal Latin. For example: The General took de facto control of the country. He continued to rule the country de facto.

Activity 3 1

i) ii) iii)

C A B

2

a b c

Paragraph 3 Paragraph 1 Paragraph 2

3

i ii iii

dominate concern wary

Check your progress 1 The missing words are given in bold. People from different cultures speak the same language differently. 1 Because they encode and decode messages differently, the chances of misunderstanding are higher. 2 Hence it becomes essential to recognize and understand cultural differences. It is wrong to assume 3 that everyone’s thoughts and actions should be just like ours. 4 This attitude is harmful for both, the communicator 5 as well as the receiver of the message. The way people communicate varies widely between, 6 and even within, cultures. 7 One aspect of communication style is language usage. Across cultures, some words and phrases are used in different ways. 8 For example, even in countries that share the English language, the meaning of "yes" varies from "maybe, I'll consider it" to "definitely so," with many shades in between. It is essential that people research the cultures and communication conventions of those 9 whom they propose to meet, interact with over the telephone or write to. 10 This will minimize the risk of making the elementary mistakes. 11 When language skills are unequal, clarifying one’s meaning in these ways will improve communication: i

avoid using slang and idioms, choosing words 12 that will convey only the most specific meaning 63

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ii

listen carefully and, 13 if/ when in doubt, ask for confirmation of understanding (particularly important if local accents and pronunciation are a problem)

iii

recognize 14 that accenting and intonation can cause meaning to vary significantly

iv

respect the local communication formalities and styles, 15 and watch for any changes in body language.

3.4

Listening

Tape script These days we work in multicultural settings all the time. A great deal of communication happens across the globe without the speakers or correspondents even realizing it. For example, a health insurance company in Texas sells an insurance policy; it is likely that the back office paper work is processed in Pune or Hyderabad. Indian BPOs have emerged as the leading companies for back office tasks required by the US insurance companies. In this changed work environment, it becomes vital for those in the BPO sector to be culturally sensitive to the use of appropriate language in countries they deal with. Language is arguably the most important component of culture. It is impossible to understand the subtle nuances and deep meanings of another culture without knowing how they use language. Even when two people from two different cultures speak the same language, the chance of error is high. Usages and contextual inferences may be completely different between cultures. So selecting the most appropriate words, with the correct intonation and stress are all critical even before one considers the propriety of the content of the conversation. Similarly in written communication, the degree of formality, the directness or indirectness of the approach, the choice of words and phrases is crucial to effective communication. As an Indian corresponding with clients in America you cannot afford to use language such as “You will be intimated shortly” or “We sincerely hope that you will do the needful at your earliest possible convenience”. You would need to be more specific and less wordy. “We will let you know in two days” and “Please send us your documents by the end of the week so that we can process them early next week” might be more appropriate substitutes. Activity 4 1

The sale of a health insurance policy in Texas for which the paperwork is done in India. The importance of the Indian BPO employees to be able to communicate with people in America appropriately, with an understanding of the differences in culture.

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An Indian corresponding with clients in America in writing.

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The need for Indians to use specific, concise and direct communication when writing to clients in America. 2

i

ii iii

This is so because they need to interact with people from other cultures globally all the time. They can do this effectively only if they have some understanding of the culture of people they need to deal with and the way they use language. Misunderstandings may happen because the usage of language and the context in which it is used varies with cultures. The Westerners happen to be less wordy and more direct and to the point.

Activity 5 Indianism

Correct expression

1

Are you liking it?

Do you like it?

2

Let us discuss about this.

Let us discuss this.

3

He does this always.

He always does this.

4

I only told him to come early.

I told him to come early.

5

Do it fast fast.

Do it fast.

6

May I know your good name?

May I know your name?

7

I simply love to watch cricket.

I love to watch cricket.

8

My mother is in the teaching My mother is in the teaching line. profession. I am cent percent sure. I am hundred percent sure.

9

10 Can you repeat it again please?

Can you repeat it please?

Activity 6 Words of Indian Origin in the English Language: i ii iii iv v vi vii viii ix x

Bangle Cheetah Chutney Guru Karma Khaki Yoga Pundit Nirvana Sari

Activity 7 The missing words are given in bold.

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i ii

She was perfectly dressed and looked very chic. You will need a bona fide document from your organization stating your tenure of work with them. Her’s is an ad hoc appointment. She is presently under observation. The Darjeeling tea is regarded by aficionados as the very best in the world. If you have no understanding of another’s culture you could easily make a faux pas which could be extremely embarrassing. If you cannot resolve the issue the status quo will continue. They set up a rendezvous at a far away resort where nobody would disturb them. He was given carte blanche to deal with the matter as he found suitable. My particular bete noire is people smoking in public places even after the ban. You cannot stay in a foreign country ad infinitum on a visitor’s visa.

iii iv v vi vii viii ix x

Activity 8 i

Go down the hallway and turn to the left. You will find the elevators to your right. The head office is on the intersection of Baker Street and Freeman Avenue. Eggplants are rich in iron. You can check out books from the library on all seven days of the week. People in US mostly travel by private automobiles. In India the railroads usually have manned crossings. I need to use your washroom / rest room please. I think we should serve some crackers / cookies with tea. I need to go to a drugstore to buy some drugs. Can I have the cheque please?

ii iii iv v vi vii viii ix x

Activity 9

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British

American

1

Sweets

Candy

2

Spring onion

Scallion / green onions

3

Capsicum

Bell pepper

4

Trousers

Pants / slacks

5

Vest

Undershirt

6

Dinner jacket

Tuxedo

7

Dressing gown

Robe

8

Cupboard

Closet

9

City centre

Downtown

10

Diversion

Detour

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11

Lorry

Truck

12

Postal code

Zip code

13

Torch

Flashlight

14

Bank note

Bill

15

Autumn

Fall

16

Goggles

Glares

17

Petrol station

Gas station

18

Tap

Faucet

19

Pavement

Sidewalk

20

Rubbish

Garbage

Activity 10 i ii iii

car / automobile hood windshield

Activity 11 i ii iii iv v

I’m afraid I don’t deal with this. Let me introduce you to Subhash. I’m sure he can help you out. Subhash, please meet Ms. Weston. She is looking for some help. I’m afraid it will take me about two minutes to get you this information. Would you mind waiting in the lobby while I do this? I’m extremely sorry to keep you waiting so long. Unfortunately there was a snag in the system and it took longer than I expected to retrieve this information.

Activity 12 1

i

Read literature about the culture of the people you need to associate with.

ii

Learn some vocabulary of the other person’s language.

iii

Becoming more aware of our cultural differences, as well as exploring our similarities, can help us communicate with each other more effectively.

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UNIT 4: BUSINESS ETIQUETTE Structure 4.0 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10

Objectives Warm up Reading Comprehension Listening Language Focus: Polite Expression Vocabulary Writing Grammar: Subject-Verb Agreement Pronunciation: Consonant Sounds Let Us Sum Up Answers

4.0 OBJECTIVES It is important to know about business etiquette because it helps you to socialize, communicate and deal with people in a manner that is polite and appropriate professionally, situationally and culturally. Business etiquette is imperative for building up good business relationships that are important for achievement and success. In this unit you will learn about: -

what is business etiquette

-

the importance of business etiquette in International and Global Business

-

business etiquette in India, USA, England, Australia, Japan & China

-

Infinitives & gerunds

-

polite expressions in business etiquette

-

how to write an email about business etiquette

4.1 WARM UP "America and Britain are two nations divided by a common language" George Bernard Shaw was once quoted as saying. 68

Think of what Shaw could mean by this. Can the same language be used differently in different countries? How does this affect business etiquette?

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Activity 1 1

4.2

Take a look at some of these traits and identify whether they would be prevalent in India or the USA. i

friendly banter between men and women

ii

standing up when an elder or guest enters the room

iii

offering a glass of water to anyone who enters the office

iv

preference for doing business with those they know

v

asking personal questions

vi

shaking hands with women in all business situations

vii

using ‘sir’ while talking to a senior

viii

using first names in business conversations

ix

arriving late for a business meeting

x

preparing thoroughly for all business meetings / situations

READING COMPREHENSION

Reading Passage 1 1

Etiquette is a very important factor in determining the success or failure of a business or a person. It refers to norms and standards of behaviour that are socially acceptable. The etiquette of business is the set of written and unwritten rules of conduct that make social interactions run more smoothly.

2

If people don’t feel comfortable in an environment, they cannot possibly function to their best capabilities. A minimum level of comfort is required in any business meeting, negotiation or transaction. It is here that business etiquette is put to the test. Learning about

69

67

business etiquette could help you to be socially competent and accepted or appreciated, which is the first step towards your business goal. Business Etiquette is the key to good relationships with clients, customers and employees.

Social Skills in Business Communication

3

Research conducted by Harvard University shows that technical skills and knowledge accounts for only 15% of getting, keeping and advancing in a job; 85% of the job success is connected to people skills. This research is significantly indicative of the importance of etiquette which is a vital social skill. Business etiquette includes courtesy, the image you project of yourself, the trust you generate in people who interact with you and your reliability factor. Appropriate and impressive social behavior increases opportunities for new business, fosters congenial business relationship, builds confidence and creates goodwill.

4

Our behavioral patterns and etiquette is dependent on culture; what is highly appreciated in one society may be considered rude or shocking in another. Etiquette can vary widely between different cultures and nations. For example, in China, a person who takes the last item of food from the serving plate or bowl without first offering it to others at the table may be seen as a greedy person and insulting the generosity of the host. In America a guest is expected to eat all of the food given to them, as a compliment to the host and her quality of cooking. Hence an understanding of the culture of the person or country you are doing business with is essential.

5

Etiquette, manners, and cross cultural, or intercultural communication have become critical elements required for all International and Global Business executives, managers, and employees. As international, multinational, transnational, multi domestic, and global business continues to expand and bring people closer, it is becoming increasingly important for people to be understanding and appreciative of people from different regions and countries. This is imperative for successful business outcomes.

6

India is one of the largest and most definitely a multi-cultural country. Therefore, defining business culture and etiquette can be a little problematic. For people in India cultural sensitivity and awareness is necessary not only in dealing with foreigners, but also with people from different states and regions of India.

Check your progress 1 Read the text above and then attempt these questions: 1

Match the topic sentences to the appropriate paragraphs: A

70

B C D E

An understanding of cultures is imperative to appropriate business etiquette. Business etiquette is an important social skill. What is business etiquette? The importance of business etiquette. Business etiquette in the Indian context.

68

2

F An understanding of business etiquette Here are some words, the opposites of which can be found in the above text. Can you identify them? i ii iii iv v vi vii viii ix x

Uncaring Ignorance Condemned Stipulated Unfavorable Domestic Unsuitable Polite Rejected Guest

Reading passage 2 Check your progress 2 In this section you will read about Business Etiquette in India, USA, England and Australia. Read through the points carefully and identify: 1

Four distinctive traits of the four given countries.

2

Differences between the listed countries.

3

How India compares with USA, England and Australia in: i ii iii iv

Greetings Dress code Punctuality Body language

Now match your answers with the sample answers in the ‘Answers’. Business Etiquette in India 1

Handshake is the common way of greeting, particularly amongst men. Some women in the bigger cities also shake hands. It is advisable to wait and see whether a woman moves her hand forward for a handshake or not. Otherwise the traditional ‘namaste’ is suitable. You may sometimes find people embracing each other. This happens only when they are friends or extremely well acquainted. In rare cases a younger person may be seen touching the feet of someone elderly. This is not part of corporate culture in India, but may occur in the Indian business environment otherwise.

2

It is not considered appropriate to look straight into the eyes of seniors or the elderly. Out of respect, people tend not to do so. However, in 71

69

some foreign cultures this may be construed as being evasive or dishonest.

Social Skills in Business Communication

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3

Indians are always conscious of social order and their status relative to other people. All relationships, whether social or professional involve hierarchies.

4

The boss is seen as the source of ultimate responsibility in business.

5

Business cards are generally exchanged at the first meeting. Cards are formally presented, with the right hand, often with the left hand placed beneath the elbow of the right hand to suggest respect. The card is also received with the right hand.

6

Indians prefer to do business with those they know hence it is useful to spend some time building up a relationship with a prospective client or associate. Business relationships are usually built upon mutual trust and respect. In general, Indians prefer to have long-standing personal relationships prior to doing business. It may be useful to go through a third party introduction. This gives you immediate credibility.

7

Indians are generally flexible with time, even in business situations, though notions of punctuality vary with place and occasion. Corporate India is more time conscious and punctual.

8

However, for social events Indians tend to be lax.

9

A ‘yes’ in India may not necessarily mean so. People could back out. It is common to hear expressions like ‘We’ll see’, ‘Let’s see’, ‘We’ll work something out’, which are non committal.

10

It is not uncommon to be informed about something at the last minute, or be given a short notice.

11

Indians don’t believe too much in preparation – the attitude of playing it by the ear / cross the bridge when they come to it is common.

12

In Indian business culture, hierarchy plays a key role. In most cases, those in authority are averse to manual labour or to doing something which is meant to be done by a subordinate. For example, they will not do anything that’s done by a "peon" even if this causes delay or inconvenience.

13

Hierarchy is more visible in the Public sector than the Private sector.

14

Late mornings and early afternoons are usually preferred for appointments and meetings. Although most Indians are early risers, they do not begin work very early. In the case of some, the work begins only after adequate prayer or ‘puja’. The customer can wait.

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15

It is also a good idea to confirm your appointment as they do get cancelled at short notice

16

Meetings are not scheduled during India's numerous religious holidays.

17

It is not unusual to find that a person at the counter or on a desk deals with people out of turn or outside the queue, or deal with more than one customer or query at a time.

Business Etiquette in USA 1

Business suit and tie are appropriate in all major cities. Dark colored business suits in classic colors of gray and navy are the general practice. For formal meetings a white shirt is advisable, whereas for less formal business occasions a light blue shirt is acceptable.

2

Women wear suits or dresses with jacket in major cities. Wearing classic clothing and classic colors of navy, gray, ivory, and white will ensure you give a confident and conservative appearance.

3

Business conversation may take place during meals. However, many times you will find more social conversation taking place during the actual meal.

4

Business meetings may be arranged as breakfast meetings, luncheon meetings, or dinner meetings depending on time schedules and necessity. Generally a dinner, even though for business purposes, is treated as a social meal and a time to build rapport.

5

Gift giving is discouraged or limited by many US companies. A gracious written note is always appropriate and acceptable.

6

An invitation for a meal or a modest gift is usually acceptable.

7

If you are someplace with a line or queue, go to the end and wait your turn. Americans are particular about personal space and do not like people standing too close to them. An arm’s length distance is considered appropriate.

8

Do not try to speak across to someone or speak out of turn. If you are dealing with someone who is seated at a counter or on a desk, be patient and wait for your turn. Once it is your turn you will be given full attention and suitable time.

9

Offer a firm handshake, lasting 3-5 seconds, upon greeting and leaving. Maintain good eye contact during your handshake. If you are meeting several people at once, maintain eye contact with the person you are shaking hands with, until you move on to the next person.

10

Good eye contact during business and social conversations indicates interest, sincerity and confidence.

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11

Business cards are generally exchanged during introductions. However, they may be exchanged when one party is leaving.

12

Ask permission to smoke before lighting a cigarette or cigar. Due to health concerns, you may or may not be given permission.

Business Etiquette in England

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1

Business attire rules are somewhat relaxed in England, but conservative dress is still very important for both men and women.

2

Dark suits, usually black, blue, or gray, are quite acceptable. Men's shirts should not have pockets; if they do, the pockets should always be kept empty.

3

Men wear laced shoes, not loafers.

4

Businesswomen are not as limited to colors and styles as men are, though it is still important to maintain a conservative image.

5

Always be punctual in England. Arriving a few minutes early for safety is acceptable.

6

Decision-making is slower in England than in the United States; therefore it is unwise to rush the English into making a decision.

7

A simple handshake is the standard greeting (for both men and women) for business occasions and for visiting a home.

8

Privacy is very important to the English. Therefore asking personal questions or intensely staring at another person should be avoided.

9

Eye contact is seldom kept during British conversations.

10

Personal space is important in England, and one should maintain a wide physical space when conversing. Furthermore, it is considered inappropriate to touch others in public.

11

Gifts are generally not part of doing business in England.

12

A business lunch will often be conducted in a pub and will consist of a light meal and perhaps a pint of ale.

13

When socializing after work hours, do not bring up the subject of work.

14

When dining out, it is not considered polite to toast those who are older than yourself.

15

In England, English is the official language, but it should be noted that Queen’s English and American English are very different.

72

16

Ordinary words can be different in the two nations, e.g. petrol (British English) and gas (American English)

17

Loud talking and disruptive behavior should be avoided.

18

If a man has been knighted, he is addressed as "Sir and his first name" example: Sir John. If writing a letter, the envelope is addressed "Sir First name and Last name" example: Sir John Roberts.

Business Etiquette in Australia 1

Men wear a conservative dark business suit and tie. Women may wear a dress, or skirt and blouse, for business.

2

Informal clothing is appropriate when not attending business functions. Casual pants are fine for both men and women.

3

Being punctual is critical.

4

A single, male passenger using a taxi should sit in the front seat.

5

Giving gifts is not a common practice in business. You may bring a small gift of chocolate, wine or flowers if invited to someone's home.

6

When paying for a round of drinks, do not pick up the tab out of turn, and make sure to pay when it is your turn.

7

Should you approach a line/queue, go to the end/back and wait your turn.

8

Shake hands when meeting and when leaving.

9

Australians are friendly and open, but directness and brevity are valued.

10

Do not exaggerate or overrate yourself, your company or your information. This is likely to have a negative impact.

11

Sightseeing and sports are good conversation topics

4.3

LISTENING

Check your progress 3 You will now listen to Ms. Saba Karim from our studio who is interviewing an expert on Japanese culture and business Etiquette, Ms. Natsuki Takahashi. Pay attention to the interview and answer the questions below: 1

What are these? i Shinto ii Meishi

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Social Skills in Business Communication

iii 2

Karaoke

Make notes on the do’s and don’ts based on the interview. Do’s

4.4

Don’ts

LANGUAGE FOCUS: POLITE EXPRESSION

Politeness is an essential ingredient of Business Etiquette. Look at the speech balloons on the left. The expressions in these are not polite enough. Could you rewrite the more polite forms in the empty balloons to the right? Activity 2 i Give me your coat.

ii

iii

I want to use your phone.

iv

No, I don’t like Chinese food.

v

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Sit down!

vi

What is the time?

Where is the washroom?

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vii

We should order the food now.

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Social Skills in Business Communication

viii

ix

I don’t accept gifts.

I can take you for sightseeing.

x

Come to my house for dinner in the evening.

Activity 3 Now look at these odd situations. How would you improve the language used in each situation to make it more polite and acceptable? i I can’t stand this fast food!

ii Can’t you see? You can’t smoke in here.

iii I have no idea who you are?

iv I’m just not in the mood to go out with

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4.5

Business Etiquette

VOCABULARY

Activity 4 Polite Expressions 1

2

Match the beginning of the sentences in the first column with the correct ending from the second column. After you have checked your answers, pay special attention to how expressions like ‘I was wondering”, ‘I’m afraid’, ‘Would you like to’, ‘Is it possible to’, ‘Do you fancy’ etc bring the required politeness in communication. i

I was wondering a if you’d like

going out for a boat cruise this evening.

ii

I’m afraid

b

can you help me?

iii

Would you like to

c

to try Thai food?

iv

Can I have

d

I’m busy this evening.

v

Is it possible to

e

to go to the cinema this evening.

vi

Do you fancy

f

to book a taxi to take me around in the evening?

vii Excuse me,

g

change for Rs 500?

viii I’d like

h

go sightseeing after a tour of the factory?

Now match the two halves of the given sentences to make appropriate responses to the above sentences. i ii iii iv v vi vii viii

4.6

That’s Maybe, Sure, I’d Sure, here Yes, it’s I’d love to, Sure, what I could

a b c d e f g h

do that for you. but I’m busy this evening. can I do for you? very kind of you. very much possible. another time. like that very much. you are

WRITING

Activity 5 Your friend who works in Bangalore is visiting China for business. This is his first visit, whereas you have been to China several times. He has written an email to you asking for tips. Based on your experience you had made notes on Chinese business Etiquette in your diary. Make use of your notes to write a response to the email you have received from him.

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Notes from your diary:

•

Wear sober or neural colours. No jeans.

•

Arrive early or on time.

•

Avoid giving gifts

•

No business during meals

•

Do not start eating before the host. As courtesy, taste all dishes offered

•

Do not drop your chopsticks! It’s unlucky.

•

Chinese take time to make decisions

•

Present and receive business cards with both hands.

•

Let the seniors speak first.

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…………………………………………………….........................................

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4.7

GRAMMAR: SUBJECT-VERB AGREEMENT

Business Etiquette

Read the following sentences: A B

Some women in the bigger cities also shake hands. It is advisable to see whether a woman moves her hand forward…

In sentence A, the subject some women is in plural form. The verb shake is also in the plural form. In sentence B, the subject a woman is in the singular form, therefore, the verb moves which has been used, is also in the singular form. In both the sentences give above, the verbs agree with their subject. 1

It is important to make verbs agree with their subject.

2

The verb form can change depending on whether the subject is singular or plural.

3

The verb must always agree with its subject.

4

A Singular Subject – Singular Verb, Plural Subject = Plural Verb

5

In English, the only subject that affects agreement is the ending of the main verb or auxiliary in the third personal singular.

A finite verb in a sentence always agrees with its subject in number and person. When the subject is singular, the verb must be singular. When the subject is plural, the verb must be plural. In English, the only subject that affects the ending of the main verb or auxiliary is the third person singular. 1st person singular 2nd person singular 3rd person singular

I work.. You work. He/She/It works.

1st person plural 2nd person plural 3rd person plural

We work. You work. They work.

Let us now look at some rules of subject-verb agreement: Singular Subjects that look Plural 1

There are certain verbs which end in s and look plural, but they are singular in number. They take singular verbs. Physics is one of the most interesting subjects. The news that everyone survived the crash is good to hear. Gulliver’s Travels is a famous book. 81

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Social Skills in Business Communication

2

When a proper noun is plural in form but stands for one ‘thing’ or ‘company’ it takes a singular plural. Bahri and Sons is a famous book store in Khan Market. Singapore Airlines is my favourite book of short stories.

3

When two nouns are joined with and, and refer to the same person or thing or concern one idea, they take the singular verb. Rice and fish curry is my favourite dish. Slow and steady wins the race.

4

When two singular subjects are joined by or, either-or, neither-nor, they take a singular verb. Neither Australia nor England is going to win the cricket match. I’m sure he or his brother is to blame. Either Sunita or Sumit has done it.

5

The following pronouns are always singular and they take singular verbs. Anybody anyone every/body/one/thing somebody

anything neither someone

each nobody something

either no one

Nobody is allowed to enter the building after office hours. Everyone in our society has paid the money. Neither of the managers is going on the trip. 6

When the subject is a unit of measurement or a mathematical unit, the verb used is singular. Six months is a long time to wait. Three kilometers is quite a long walk.

Subject which are plural: 1

These nouns are always plural in form and take plural verbs like: trousers, pants, shorts, scissors, pliers, socks, spectacles. My new spectacles are lost. Your blue socks are in the drawer. The trousers need repair. Your new shorts look really cool.

2

Two and more singular nouns joined by and make a plural subject. They take a plural verb. Jack and Jill are coming. India and Pakistan are neighbours.

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3

The following pronouns are always plural and take plural verbs:

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both, many, few, several Both the twins look alike. Many children participated in the Science Talent Contest, but few have passed. Several of the paintings were destroyed in the fire.

Business Etiquette

Check your progress 4 1

Fill in the blanks with the correct form of the verb given in brackets. i

The cars ______ parked on the street ahead. (is / are)

ii

The carpet ___________ a lot of stains. (has / have)

iii

The Trade Union Members’ Meeting ______ being held in the Conference Room. (is / are)

iv

Fifteen years _____ a very long time! (is / are)

v

Neither her father nor her mother ______ very tall.(is / are)

vi

Either this woman or that man _______ stolen the watch. (has / have) At the party, everyone _______ well dressed. (was / were) Baked beans and toast _____ my favourite dish for breakfast. (is / are) Many children _____ injured in the accident. (was / were) Something _______ amiss in this room. (seem /seems)

vii viii ix x 2

Spot the Mistakes: Read the text given below. There are 12 verbs that are wrong. Rewrite the passage with the correct form of the verb in the space provided. Some jobs is very demanding but nevertheless, someone have to do them. Recently, I saw an advertisement in the newspaper where Brown & Polson were looking for a Chocolate Purchase Manager. The Company were offering to pay $ 40,000 per year for the right candidate. The nature of the job are also very interesting. The applicant are expected to travel to Africa to selects the right cocoa to be used in the making of chocolate. The company are expecting a lot of applications for the job. They is looking for someone who work hard, enjoy travelling and who love chocolate. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

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………………………………………………………………………….

Social Skills in Business Communication

…………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

4.8

PRONUNCIATION: CONSONANT SOUNDS

English has 24 consonant sounds in all. Listen carefully to the following consonant sounds and look at the symbol that represents each sound. Repeat the key word. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

Symbol /p/ /b/ /t/ /d/ /k/ /g/ /t∫/ /ʤ/ /m/ /n/ /ŋ/ /f/ /v/ /θ/ /ð/ /s/ /z/ /∫/

Key Word as in pen as in bed as in tea as in deed as in cat as in get as in chin as in June as in man as in net as in bring as in fun as in veil as in think as in then as in sale as in zoo as in ship

19 20 21 22 23 24

/ʒ / /h/ /1/ /r/ /j/ /w/

as in pleasure as in hat as in lake as in rest as in yard as in watch

4.8.1

Learning the Consonant Symbols

Notice that of these symbols only seven - /t∫, ʤ, ŋ,θ, ð, ∫, ʒ/ are not familiar and need to be learnt. The other symbols are the same as the letters of the alphabet. Though the symbol /j/* is the same as the letter j of the alphabet, it is pronounced as in the first letter of the word yard. 4.8.2 Consonant Distinctions

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*

The slanting lines are used to differentiate the sound from the spelling.

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So far we have practiced associating the symbols for the consonants with the sounds they represent. Now we shall concentrate on those consonants that constitute problems for Indian learners. In order to make our speech intelligible and acceptable to native and other non-native speakers of English we need to distinguish between one consonant and another. For example, if we use the consonant /s/ in place of /∫/ in the word sheet then we produce the word seat which has an entirely different meaning. Similarly, if the consonant /t∫/ is used instead of /∫/ in the word shop it will result in the word chop which has a different meaning. The substitution of one sound for another in a word makes it unacceptable to a proficient speaker of English, even though the meaning may become clear from the context in which that word occurs. Our learners, must therefore, make a distinction between those sounds which are linguistically significant.

Business Etiquette

We shall therefore concentrate on those sounds and sound distinctions that constitute problems for Indian learners from different parts of the country. i

Consonants /f/ and /v/ Generally, Indians from the eastern and western regions and Kashmir have difficulty in producing the consonant /f/. They replace it by the sound फ as in फल (fruit) in Hindi. Listen to the following words with /f/ and repeat them. /f/ fallacy favour fertile fiend photo

afford prefer refine refuse trophy

brief calf leaf proof graph

It is necessary to maintain a distinction between /f/ and /v/ and /v/ and /b/. To practice the difference between them, listen to the following pairs of words and repeat each pair. /f/

/v/

fail fine file foil leaf

veil vine vile voile leave

/v/ and /b/ To practice the difference between /v/ and /b/, listen to the following pairs of words on the CD and repeat them. /v/ vet vote vow

/b/ bet boat bow

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curve van very

Social Skills in Business Communication

ii

curb ban berry/bury

Consonants /s/ and /z/, /s/ and /∫/, /s/ and /t∫/, /∫/ and /t∫/, /z/ and /ʤ/ are contrastive and we must make a distinction between each pair. Listen to the difference between /s/ and /z/ in the following pairs of words and repeat them in pairs. /s/ sip sue seal

/z/ zip zoo zeal

/s/ peace rice place

/z/ peas rise plays

Make a list of other pairs to distinguish between /s/ and /z/. Note: The plural forms of nouns, the 3rd person singular forms of verbs and the 3rd person possessive forms of nouns are pronounced in the following three ways. a

/Iz/ after the consonants /s, z, ∫, t∫, ʤ/ kisses horses Alice’s Dickens’s

b

messages Raj’s judges

/s/ after the consonants /p, t, k, f, θ/. caps stops it’s pats pots hits

c

bushes garages watches witches’ fetches

Dick’s chiefs laughs Ruth’s cat’s

/z/ after all other consonants and all vowels boys man’s rags China’s leaves officers’ buds employees’ goes she’s

loves plums runs saves flies

Listen to the words in (a), (b) and (c) carefully and repeat each word.

4.9 86

LET US SUM UP

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In order to be successful in any business venture, it is important to have good interpersonal skills and an understanding of and sensitivity to other people and cultures. In other words to have the right business etiquette. In this unit we give you an understanding of some of the nuances of Indian, American, British, Australian and Japanese culture. This will help you in your business dealings. We also give practice in some polite expressions which you can use at the workplace. In the grammar section we deal with subject-verb agreement, an area which is often problematic to Indian students. In the pronunciation section we have described consonants in English. Please go through the unit carefully and complete all the activities.

Business Etiquette

4.10 ANSWERS Activity 1 i ii iii iv v vi vii viii ix x

USA India India India India USA India USA India USA

Check your progress 1 1

Para 1 : C Para 2 : F Para 3 : B Para 4 : A Para 5 : D Para 6 : E

2

i ii iii iv v vi vii viii ix x

Sensitive Awareness Appreciated Unwritten Conducive Global / international Appropriate Rude Accepted Host

Check your progress 2 1

Four distinctive traits of the four given countries: It is possible that traits you have enlisted are different from the ones given below. The purpose of this exercise is not to ensure that you list all the traits, but to make sure that you are familiar with the dominant traits.

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Social Skills in Business Communication

India a b c d

A handshake may not work with women in all work situations. Social order and hierarchy are very important. Indians like to build a relationship with someone they do business with. Indians are flexible with time.

USA a b c d

American businessmen usually wear dark colored business suits like black, navy blue or grey with white shirts. Business meetings can be fixed during breakfast or luncheon. Dinner is more social. An arm’s length is considered appropriate distance between people in a queue. Eye contact is important.

England a b c d

It is impolite and unacceptable to be late. The English take their time to make decisions. The English do not like to discuss work while socializing after work. Knighted men must be addressed with ‘Sir’.

Australia a b c d 2

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Informal clothing is acceptable outside of business functions. Australians pay for drinks by turn. Pay when it is your turn but do not offer to pay when it is someone else’s turn. Australians are brief and to the point. They like to talk about sports and sightseeing.

Differences between the listed countries: You may spot more differences than these. •

Indians are lax about time whereas the other three countries are very punctual.

•

Dark business suits are preferred in USA and England whereas Indians and Australians are less conservative in choice of colour for business suits. Casual clothing is acceptable in Australia outside of business events.

•

A ‘yes’ in India may not necessarily mean agreement whereas this is not the case in the other 3 countries.

•

Indians prefer to do business in later part of the day whereas the Americans like to have an early start.

•

Although English is the native language of both England and America, there is a lot of difference in the way the two

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countries use the language in terms of pronunciation, usage and propriety.

3

How India compares with USA, England and Australia in i

Business Etiquette

Greetings

In India greetings will vary according to places, people and cultures. Also they may greet foreigners differently from the way they greet local people. Handshakes are common amongst businessmen almost all over India, however, this may not be the case with ladies. In many places ladies prefer the traditional ‘namaste’. A lady touching a stranger is not culturally acceptable in many parts of India. ii

Dress code

Dress code is formal in USA, England and Australia, although the choice of colors may vary. Generally speaking, dark color business suits in black, navy blue and classic grey are popularly worn. In the case of India, most businessmen wear formal suits but the range of colors used in India is much more. Besides, some businessmen choose to wear safari suits or formal shirts because the climate of India is not conducive to wearing suits all the year round. iii

Punctuality

USA, England and Australia are extremely particular about punctuality, particularly on formal business occasions. In India some laxity with regards to time is observed in most places. In England, even for social occasions people tend to be absolutely on time, whereas in US they may be a few minutes late. In India social occasions are treated with even less seriousness in terms of keeping time. iv

Body language

People in US value eye contact, whereas in India it is considered rude to look into the eyes of an elder, senior or superior. Britishers also do not maintain continuous eye contact.

4.3

Listening

Tape script To begin with I’d like to give you a brief introduction to Japan. Japan has a population of approximately 125 million people packed tightly into a rather small geographic area. The official language in Japan is Japanese. Japanese is spoken only in Japan. The literacy rate in Japan is very close to 100 percent and 95 percent of the Japanese population has a high school education. Japan’s form of government is parliamentarian democracy under the rule of a constitutional monarch. The Prime Minister is the chief government officer.

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The dominant religion is Shinto, which is exclusive to Japan. However, the Japanese have no official religion. Culturally, the Japanese tend to be somewhat introverted in their ways. When conducting business in Japan, relationships and loyalty to the group is critical for success. The Japanese tend to be rather direct in their questioning of foreigners. You may be asked personal questions such as how much money do you earn or how large is your house? Saba: We have with us today Natsuki Takahashi, an expert on Japanese culture. We will be talking to her about business etiquette in Japan. Ms Takahashi, first of all let me welcome you to our show. Thank you very much for accepting our invitation to be here today. Ms. Takahashi: Thank you very much for your invitation. I’m pleased to be here. Saba: First of all could you tell us something about how the Japanese greet their guests or visitors? Ms. Takahashi: In Japan people greet each other with a bow. If you are greeted with a bow, return with a bow as low as the one you received. How low you bow determines the status of the relationship between you and the other individual. When you bow keep your eyes low and your palms flat next to your thighs. The business card should be given after the bow. This is very important to remember. Saba: We’d also like to know about the business card etiquette in Japan. Ms. Takahashi: Yes sure. Business cards are given a lot of importance in Japan. We call them ‘meishi’. Japanese give and receive meishi with both hands. It should be printed in your home language on one side and Japanese on the other. Present the card with the Japanese language side up. In a business situation, business cannot begin until the meishi exchange process is complete. Saba: How do the Japanese usually dress for business? Ms. Takahashi: Men should wear dark conservative suits. Japanese are particular about appearance and like people to dress according to their status or position. For them casual dress is never appropriate in a business setting. Saba: And what about women? Ms. Takahashi: Women usually dress conservatively. Accessories should be minimal. Women do not wear pants in business situations, as the Japanese men tend to find it offensive. They are also expected to wear low-heeled shoes. Saba: What about footwear? Ms. Takahashi: Shoes should be easy to remove, as you will do so often. Slip-ons are the best choice.

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Saba: Can you tell our listeners something about body language? Ms. Takahashi: Oh yes! The Japanese do not talk with their hands. Also you should avoid using large hand gestures, unusual facial expressions and any dramatic movements. These could distract them since they are not accustomed to using them. Saba: What about women in business? Would you suggest any do’s or don’ts for them?

Business Etiquette

Ms. Takahashi: Oh yes! Most business entertaining is done in restaurants or bars after business hours. Often in karaoke or "hostess bars." Businesswomen should not attend "hostess bars." Saba: I’ve heard that it is common to give and receive gifts in Japan. Is that true? Ms. Takahashi: Sure it is. In fact it is a very important part of business and there is a lot of ceremony that goes with it. The packaging of the gift is also very important. And remember, gifts are given and accepted with both hands. Gifts in Japan are usually given at the end of the visit. Saba: Can you tell us about some social language that could be useful during entertainment. A few Japanese expressions? Ms. Takahashi: If you wish to be polite and appreciative during meals you could learn "itadakimasu" at the beginning of dinner, and "gochisou-samadeshita" at the end. It will show to your host that you have enjoyed the meal. Saba: Ms Takahashi, thank you very much for sharing your expert inputs with us. I’m sure our listeners will be extremely benefitted from learning about Japanese business Etiquette. Ms. Takahashi: You are most welcome. Goodbye. Saba: Goodbye. Check your progress 3 1

2

What are these? i

Shinto – dominant religion in Japan

ii

Meishi – the business card

iii

Karaoke – hostess bars

Do’s and don’ts based on the interview. Do’s Bow as low as your host to greet.

Don’ts Do not present your business card before the greeting.

Present and receive business cards Do not begin to talk about with both hands. business before presenting the

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business card. Both men formally.

and

women

dress Women do not wear pants.

Shoes should be easy to remove as you may be required to take them off. Japanese like to give and receive gifts. A lot of attention is given to the packaging and presentation of the gift.

Do not use dramatic gestures or overuse hand gestures. Businesswomen do not attend hostess bars.

If you wish to please your Japanese hosts you could learn a few polite Japanese expressions. Activity 2 i

Can I take your coat? / Would you like me to take your coat?

ii

Would you like to sit down? / Do sit down.

iii

May I use your phone? Could / can I use your phone?

iv

I’m afraid I’m not fond of Chinese food.

v

Can you tell me what the time is?

vi

Could you tell me where the washroom is?

vii

I think we should order the food now.

viii

I’m afraid I don’t accept gifts.

ix

Would you like me to take you sightseeing?

x

Would you like to come to my house for dinner this evening? / I’d like to invite you to my place for dinner this evening.

Activity 3 i

I’m afraid I don’t enjoy fast food.

ii

I’m afraid you cannot smoke here. / I believe you’re not supposed to smoke here.

iii

Could you tell me your name again, please?

iv

I don’t think I will be able to accompany you now. / I’m afraid I cannot go out with you now.

Activity 4 92

1

Match the sentences:

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2

i

I was wondering if you’d like to go to the cinema this evening.

ii

I’m afraid I’m busy this evening.

iii

Would you like to try Thai food?

iv

Can I have change for Rs 500?

v

Is it possible to go sightseeing after a tour of the workshop?

vi

Do you fancy going out for a boat cruise this evening?

vii

Excuse me, can you help me?

viii

I’d like to book a taxi to take me around in the evening.

Business Etiquette

Match the two halves of the sentences: i

That’s very kind of you.

ii

Maybe, another time.

iii

Sure, I’d like that very much.

iv

Sure, here you are.

v

Yes, it’s very much possible.

vi

I’d love to, but I’m busy this evening.

vii

Sure, what can I do for you?

viii

I could do that for you.

Activity 5 Dear Sumit It was good to know that you are going to China on business. It is a very interesting place. Here are some tips for you based on my observations and experiences. First of all, the Chinese are sober and neutral in their choice of business clothes. They do not wear jeans to work, especially for any formal business occasion or meeting. You need not carry any gifts for them as they by and large do not give or take gifts. You need to be particular about time as most of them are very punctual. However, they take time over their decisions so don’t expect immediate or quick results. If you are in the company of your seniors or superiors, let them do the speaking first. As for entertainment, I must say they are good hosts and usually have a variety of dishes in their meals. You are expected to taste everything that is

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offered to you. Please don’t start your meal before the host. And never drop your chopsticks while eating with them, it’s considered unlucky. This might need some practice if you are not used to them. Also the Chinese don’t like to discuss business during meals. I wish you all the best for your trip. Enjoy yourself. Warm regards Karuna Check your progress 4 1

Missing words are in bold. i

The cars are parked on the street ahead.

ii

The carpet has a lot of stains.

iii

The Trade Union Members’ Meeting is being held in the Conference Room.

2

iv

Fifteen years is a very long time!

v

Neither her father nor her mother is very tall.

vi

Either this woman or that man has stolen the watch.

vii

At the party, everyone was well dressed.

viii

Baked beans and toast is my favourite dish for breakfast.

ix

Many children were injured in the accident.

x

Something seems amiss in this room.

Text with correct form of the verbs: Some jobs are very demanding but nevertheless, someone has to do them. Recently, I saw an advertisement in the newspaper where Brown & Polson was looking for a Chocolate Purchase Manager. The Company was offering to pay $ 40,000 per year for the right candidate. The nature of the job is also very interesting. The applicant is expected to travel to Africa to select the right cocoa to be used in the making of chocolate. The company is expecting a lot of applications for the job. They are looking for someone who works hard, enjoys travelling and who loves chocolate.

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Telephone Conversation

2 MODULE

A course book for students doing Diploma in

Business Process Outsourcing

Brought to you by ABHIJIT KUMAR MISRA

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UNIT 5: FEATURES OF TELEPHONE COMMUNICATION Structure 5.0 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9

Objectives Warm Up Reading Language Focus Grammar: Modals Listening and Speaking Writing Pronunciation: Pure Vowels Let Us Sum Up Answers

5.0 OBJECTIVES This unit will familiarize you with the telephoning language used in making official arrangements and appointments. We will discuss: •

The importance of telephoning as a skill

•

Preparing for a telephone conversation

•

Practicing parts of a telephone conversation

•

Following up telephone conversations with a fax or memo

5.1 WARM UP Think of how you greet somebody when you meet them. What words of greeting do you use? Are they ‘Hello’, ‘Good morning/evening/afternoon’, ‘Hi’, ‘Namaste’, ‘Salaam’ etc? Is this how you also greet people on the phone? Yes, except that on the phone a conversation always begins with a ‘Hello’, after which another form of greeting may follow.

5.2

READING

5.2.1

Reading I

How is a telephonic conversation different from a face-to-face one? You may often have heard people talk about their nervousness while dealing with office situations, especially over the phone. Some people feel that faceto-face communication is usually easier, clearer and more effective than telephonic conversation. There are, decidedly, many advantages to having a face-to-face conversation. Facial expressions, gesticulations, visual aids, all come in handy while conveying information when the person you are communicating with is in front of you. In a telephonic conversation however, you have to convey all you want to say in clearly stated words. Help can come only in the form of voice modulation and stress. Choice of words becomes more critical here, where the listener

5

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Telephone Conversation

may need to visualize what s/he is hearing merely from the description being given to her/him. And since you cannot see the listener, you need to confirm if important information has been correctly heard and understood. This you can do by asking the person to repeat it. On the other hand, if you are the one receiving the information, you may need to confirm it by repeating it yourself. Additionally, business conversations over the telephone are usually to-thepoint and you would not want to call back if you forgot to ask for or tell something of significance. Hence before having a telephonic business talk, you need to make sure that you note down, either mentally or on paper, every point you would like to cover, and tick it off as you go along. This preparedness will, of course, help even in a face-to-face conversation. All of these probably make it seem like it is actually a disadvantage to have shop-talk on the telephone. That, as we all know, is definitely not the case, because the advantages of the telephone in business are many. Telecommunication has made work more efficient in many ways. It saves time and the need to travel long distances for getting in touch with people, and teleconferencing has made it possible to get the advantages of both types of conversations mentioned above. Looking at the larger picture, this cutting down on travel means fewer vehicles on the road, less air and noise pollution than there would be, and perhaps, slowing down the speed of global warming to some extent at least! Check your progress 1 Answer the following questions based on the reading text: i

What are some of the tools that help in understanding in a face-to-face conversation? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

ii

Why is the choice of words more critical in a telephone conversation than when people are facing each other? …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

iii

How can you use your voice more effectively, especially in a telephone conversation? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

6

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iv

How can you make sure that the person listening to you has correctly absorbed the important information you are trying to convey, and vice versa? …………………………………………………………………………. ………………………………………………………………………….

v

Features of Telephone Communication

How can you ensure that you do not miss giving or getting all the information you wanted to, before you end the conversation? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

5.2.2. Reading II A typical telephone conversation usually has the following components: a b c d

Greeting Warm up Purpose Closing

Most of these, apart from the purpose which is obviously different in each case, are common enough. Very often, a warm up sentence accompanies the greeting. Activity 1 Given below are some such common expressions. Classify each according to the category from a – d above. The first one is done for you. i ii iii

xiii xiv xv

Good morning. (a) Good morning Jack, how are you today? I’d like to go over the training schedule with you today. Would 4 pm suit you? Thank you for calling ABC Finance. Have a good day. Thanks and bye. That’s all for now, thank you. I’d like to discuss the review report with you today. What would be a good time to schedule a meeting? Hello Ravi, is this a good time to talk to you? Thank you for calling ABC Finance, this is Neha. How may I assist you? Hi Neha, did you have a good weekend? Thank you for your help. Bye. Good morning, I’m Marilyn from XYZ Pharmaceuticals and would like to speak to someone from Accounts, please. Take care. Bye. This is Ron Carter. I’d like to speak to Mr. Murray please. Can you give me Mr. Khanna’s mobile number?

5.3

LANGUAGE FOCUS

iv v vi vii viii ix x xi xii

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Telephone Conversation

Just as in face to face conversation, verbal exchanges on the telephone may be informal, semi-formal, or formal. Often, it is a little difficult to distinguish between some semi-formal and formal language, and the same can be used for both. For example a simple greeting, when you pick up the telephone may be said in any of these ways: a b c

Hi, how’s life? (informal) Hello, how’s everything?/how’re you doing? (semi-formal) Good morning, how are you? (formal)

Check your progress 2 Now classify these sentences as informal/semi-formal/formal and check your answers. i

Would it be possible for you to give me a few days off?

ii

Should I send you the CDs right away?

iii

Can I leave her a message?

iv

Would it be possible for you to meet Ravi Prakash today?

v

Would you like me to mail you the catalogue right away?

vi

I want to go on holiday next week.

vii

Would you like to leave a message?

viii

Hiten wants to meet you.

ix

Do you think I could get a week off starting Monday?

x

Rakesh Jain would like to meet you.

xi

Do you want me to send the CDs right now?

xii

I’m afraid I can’t put you through to him, Sir.

xiii

Do you want to leave a message?

xiv

You can’t meet him today.

xv

May I leave a message for her?

You will have noticed that there are certain typical phrases that form the base for formal telephone conversations. The ‘do you want’ is replaced by ‘would you like’; ‘could’ and ‘may’ are more formal than ‘can’, etc. Check your progress 3 Rewrite the following sentences to make them sound more formal using phrases from the box below. You may be able to use more than one option in some cases.

8

i

Can you give me Mr. Vasu’s number?

ii

What did you say?

iii

Where has he gone?

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iv

What’s your name?

v

Yes, I want you to send me the new rate list.

vi

Send it to me today.

vii

Mr. Singh is not available today.

viii

Can I call you tomorrow?

ix

I want some information about the new hardware course you are

Features of Telephone Communication

starting. x

5.4

Is 2.30 p.m. on Friday okay? Could you tell me……..

Would ……………..

I would like…………..

Could you give…………

May I …………………

I beg…………………

I would like you …………

Please………………..

I’m afraid………………..

Would it be……………..

Would……………….

Could………. 

GRAMMAR: MODALS

Take another look at the box in the language section. You will notice that many sentences begin with words like ‘would’, ‘could’ and ‘may’. These and others like ‘should’, ‘shall’, ‘can’, ‘will’ and ‘ought to’ are auxiliary verbs known as modals or modal verbs, the use of which is very important in polite language and telephone conversations. Unlike other auxiliary verbs like ‘be’, ‘do’ and ‘have’, modal verbs are only used as auxiliary verbs, and cannot be used as the main verb in a sentence. The table below will help you in identifying the uses of modal verbs. Modal Can

Example Can I speak to Rita? Can I call you tomorrow? I’m afraid I can’t help you with that. You can call him at 10 tomorrow.

Uses Request Asking for permission Expressing inability Stating possibility

Could

Could you repeat that? Request Could I borrow your pen drive? Permission You could speak with your manager Suggestion about it.

May

May I know who is calling? The meeting may be cancelled. How may I help you?

Enquiring/Requesting Expressing possibility Offering help

Might

They might reduce the rates for us.

Future possibility

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Telephone Conversation

Would

Would you mind mailing me the brochure? I would like to meet Mr. Sharma today. Would you like some tea or coffee? Would you mind if I wrote this down? Would 2.30 on Friday be okay?

Request Stating wish/request Offering help Asking for permission Making arrangements

Should

You should discuss this with Mr. Suggesting/Advising/Reco Mehra first. mmending The material should reach you by Making a prediction tomorrow.

Shall

Shall I call the Materials Manager? Shall I call him or will you?

Will

I’ll mail the details to you right Promising /Assuring away. Certain prediction He won’t be back before Friday.

Ought to

You ought to prepare all papers in Strong advise advance

Suggesting/Offering Asking what to do

Check your progress 4 Using modal verbs make appropriate sentences for the following situations. i

Asking the caller who he wants to talk to.

ii

Assuring the caller you will pass on his message to your boss.

iii

Suggesting a meeting time to the caller.

iv

Asking the caller if he prefers to receive certain information by fax or email.

v

Informing someone about a possible cancellation of a business trip

vi

Requesting someone to give information in greater detail

vii

Offering to help with hotel bookings

viii

Expressing inability to send material before receiving payment

ix

Advising your colleague to clarify a confusion with his boss

x

Predicting how the market will move in the coming week

5.5

LISTENING AND SPEAKING

Activity 2 Listen to two telephone conversations and complete the dialogues below by filling in the gaps. Then identify the various components in them, as studied in 10

100

the 5.2.2 Reading II, i.e. (a to d). Notice the difference in the formal and semiformal dialogues. Conversation 1 A:

Hello.

B:

Hi Vrinda, Kavita ____________________.

A:

Oh Hi, Kavita. How’s everything?

B:

Great! I have ______________________ this week. I was wondering if you wanted to go for a movie one of these days.

A:

That’s ________________________! Shall we go tomorrow?

B:

Perfect. Should I ____________________ at 5 o’clock then and we can watch the 6 pm show?

A:

________________. See you then.

B:

Bye. See you tomorrow.

A:

Bye.

Features of Telephone Communication

Conversation 2 A:

Good morning, Gupta Securities. How may I help you?

B:

Hello, Gagan, its Prabhakar this side.

A: B:

Oh, hello, Prabhakar. _________________________. everything? _______________________. What about you?

A:

All good. So tell me, what can I do for you?

B:

I wanted __________________________ from you, so I was wondering if we could _____________________ some time this week.

A:

Sure. Why don’t you come to my office on __________, say ______?

B:

___________. I’ll see you then.

A:

___________________ to it. Oh, and don’t forget to pick up those delicious samosas from the shop below your office!

B:

___________________. Bye.

A:

Bye.

How’s

Activity 3 Now listen to this conversation between an executive and the Managing Director of a company and tell the difference between it and the two you previously heard. The conversation is given in ‘Answers’, Conversation 3. ……….…………………………………………………………………………. ……….…………………………………………………………………………. ……….………………………………………………………………………….

11

101

Telephone Conversation

……….…………………………………………………………………………. ……….…………………………………………………………………………. ……….…………………………………………………………………………. ……….…………………………………………………………………………. ……….…………………………………………………………………………. ……….………………………………………………………………………….

5.6

WRITING

Activity 4 Make appropriate sentences for the situations given below. One is given as an example. i

Answering the telephone. Answer: Good morning Kavita Nagpal speaking. How may I help you?

ii

Offering to take a message.

iii

Saying who you are.

iv

Asking to speak to Aman.

v

Asking the caller for more information about the call.

vi

Saying someone is unavailable.

vii

Asking for the caller’s name.

viii

Asking the caller to repeat something.

Check your progress 5 Make telephone conversations for three situations given below. The model conversation is given in the ‘Answers’. i

You are calling your friend Milind to ask after his health. He has been down with a fever for a week. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

ii 12

You are working with McDonalds. Receive a call from a customer for home delivery. ………………………………………………………………………….

102

…………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. iii

Your boss has asked you to make a call to Mr. Sahu’s office to find out whether they have received delivery of their order or not.

Features of Telephone Communication

…………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

5.7

PRONUNCIATION: PURE VOWELS

English, according to British R.P., operates on a system of 20 distinctive vowel units or phonemes. We can divide them into two broad categories – pure vowels or monophthongs, that is, vowels that do not change in quality even when they are made long and diphthongs, that is, vowels in the production of which there is a glide from one quality to another within the same syllable. A list of these 20 vowel phonemes is given below. For each vowel phoneme we shall give a phonetic symbol and place it within oblique bars. Among pure vowels, some are relatively long, and the symbols for them have mark /:/ to indicate length. The symbols for diphthongs consist of two letters each, one to indicate the vowel quality at the beginning and the other the vowel quality towards which the glide takes place. The symbols used for English (R.P.) vowel phonemes vary from one book to another. In this course we shall use the symbol adopted by two famous dictionaries that we have recommended for reference. These are: 1 2

Longman Dictionary of Contemporary English A.S. Hornby: Oxford Advanced Learner’s Dictionary of Current English, 3rd edition (revised).

Pure Vowels Sl. No.

Symbol

Key Word

1

/i:/

seat

Key Words in Phonetic Transcription /si:t/

13

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Telephone Conversation

2 3 4 5

/Ι/ /e/ /æ/ /α:/

sit set sat cart

/sΙt/ /set/ /sæt/ /kɑːt/

6 7 8

/ɒ/ /ɔ:/ /ʊ/

cot caught, court full

/kɒt/ /kɔ:t/ /fʊl/

9

/u:/

fool

/ fu:l/

10

/ʌ/

cup

11

/ɜ:/

bird

/kʌp/ /bɜ:d/

12

/ ə/

ago

/əgəʊ/

13

/ e Ι/

play

/pleΙ/

14

/əu/

go

/əʊ/

15

/ a Ι/

buy

/baΙ/

16

/au/

cow

/kaʊ/

17

/ ɔ Ι/

boy

/bɔΙ/

18

/ Ιə /

here

/ hΙ ə/

19

/eə/

care

20

/uə/

poor

/keə/ /puə/

Activity 5 Practice these minimal pairs. Say these words along with the CD. 1

2

3 14

/ i:/

/I/

seat

sit

heal

hill

reach

rich

green

grin

meals

mills

/I/

/e/

will

well

tin

ten

sit

set

hid

head

miss

mess

/ α: /

/ ɜ: /

104

4

5

6

7

5.8

fast

first

cart

curt

hard

heard

heart

hurt

parks

perks

/ʊ/

/ u: /

pull

pool

full

fool

should

shooed

/ α :/

/ɒ/

last

lost

heart

hot

sharp

shop

part

pot

calf

cough

/ α: /

/ ɔ: /

barn

born

art

ought

card

cord

cart

caught

darn

down

/ʌ/

/ ɜ: /

bud

bird

gull

girl

luck

lurk

study

sturdy

hut

hurt

Features of Telephone Communication

LET US SUM UP

This unit highlights the importance of telephoning skills in the business environment. A typical telephone conversation usually has four components –

15

105

Telephone Conversation

the greeting, warm up, purpose and closing. Of these the part dealing with purpose may be of any length, from very brief to very long. The warm up may be absent from very formal conversation, especially with people you are speaking to for the first time, or if you are calling a helpline for information. The language you use differs depending on whether the call is formal or informal. Formal telephone language uses typical phrases that you need to practice. We have given you practice in the use of modals. They are frequently used in semi-formal and formal language. In the pronunciation section we have dealt with pure vowels and given you practice in minimal pairs.

5.9

ANSWERS

Check your progress 1 i

Facial expressions, gesticulations and visual aids are some of the tools that help understanding in a face-to-face conversation.

ii

Choice of words is more critical in a telephone conversation as the speakers can’t see each other or use any visual aids and gestures. The listener often has to visualize something from hearing a description of it.

iii

Enunciating clearly, stressing on important words, raising and lowering pitch in the right place are all ways to use your voice more effectively. This is especially important in a telephone conversation.

iv

To ensure that important information is correctly given and received, it is best for the listener to repeat it for confirmation.

v

You can ensure that nothing of importance is left out of a business telephone conversation by preparing for it in advance by noting down all points that need to be addressed.

Activity 1 i

Good morning. (a)

ii

Good morning Jack, how are you today? (a, b)

iii

I’d like to go over the training schedule with you today. Would 4 pm suit you? (c)

iv

Thank you for calling ABC Finance. Have a good day. (d)

v

Thanks and bye. (d)

vi

That’s all for now, thank you. (d)

vii

I’d like to discuss the review report with you today. What would be a good time to schedule a meeting? (c)

viii 16

Hello Ravi, is this a good time to talk to you? (a, b)

106

ix

Thank you for calling ABC Finance, this is Neha. How may I assist you? ( b)

x

Hi Neha, did you have a good weekend? (a, b)

xi

Thank you for your help. Bye. (d)

xii

Good morning, I’m Marilyn from XYZ Pharmaceuticals and would like to speak to someone from Accounts, please. (a, c)

xiii

Take care. Bye. (d)

xiv

This is Ron Carter. I’d like to speak to Mr. Murray please.(c)

xv

Can you give me Mr. Khanna’s mobile number? (c)

Check your progress 2 i

Would it be possible for you to give me a few days off? Formal

ii

Should I send you the CDs right away? Semi-formal

iii

Can I leave her a message? Formal

iv

Would it be possible for you to meet Ravi Prakash today? Formal

v

Would you like me to mail you the catalogue right away? Formal

vi

I want to go on holiday next week. Informal

vii

Would you like to leave a message? Formal

viii

Hiten wants to meet you. Informal

ix

Do you think I could get a week off starting Monday? Semi-formal

x

Rakesh Jain would like to meet you. Formal

xi

Do you want me to send the CDs right now? Informal

xii

I’m afraid I can’t put you through to him, Sir. Formal

xiii

Do you want to leave a message? Semi-formal

xiv

You can’t meet him today. Informal

xv

May I leave a message for her? Formal

Features of Telephone Communication

Check your progress 3 i

Can you give me Mr. Vasu’s number? Could you give me/May I have Mr. Vasu’s number?

ii

What did you say? I beg your pardon? /Could you repeat that?

iii

Where has he gone? May I know/Could you tell me where he has gone?

iv

What’s your name? May I have your name, please?

17

107

Telephone Conversation

v

Yes, I want you to send me the new rate list. Yes, I would like you to send me the new rate list.

vi

Send it to me today. Please send it to me today. / Could you send it to me today?

vii

Mr. Singh is not available today. I’m afraid Mr. Singh is not available today.

viii

Can I call you tomorrow? May I call you tomorrow? /Would it be alright if I called you tomorrow?

ix

I want some information about the new car repair course you are starting. I would like some information about the new car repair course you are starting.

x

Is 2.30 p.m. on Friday okay? Would 2.30 p.m. on Friday be convenient for you?

Check your progress 4 i

Who would you like to speak to?

ii

I’ll inform Mr. Varshney as soon as he comes in, Sir.

iii

Would 4.30 on Monday suit you?

iv

Would you prefer this to be sent by fax or email, Sir?

v

I’m afraid his trip may be cancelled.

vi

Could you elaborate on that, please?

vii

Shall/Should I book the hotel for you?

viii

I’m afraid I can’t send you the material until we receive the payment.

ix

You should clarify this with your boss first.

x

I think the market will make a good recovery in the coming week.

Tape script Activity 2 Conversation 1 A:

Hello. (a)

B:

Hi Vrinda, Kavita this side. (a)

A:

Oh Hi, Kavita. How’s everything? (b)

B:

Great! I have four days off this week. I was wondering if you wanted to go for a movie one of these days. (c)

18

108

A:

That’s not a bad idea! Shall we go tomorrow? (c)

B:

Perfect. Should I _pick you up at 5 o’clock then and we can watch the 6 pm show? (c)

A:

Sounds fine. See you then. (d)

B:

Bye. See you tomorrow. (d)

A:

Bye. (d)

Conversation 2 A:

Good morning, Gupta Securities. How may I help you? (a)

B:

Hello, Gagan, its Prabhakar this side. (a)

A:

Oh, hello, Prabhakar. Long time no news. How’s everything? (b)

B:

All well here. What about you? (b)

A:

All good. So tell me, what can I do for you? (c)

B:

I wanted some investment advice from you, so I was wondering if we could sit together some time this week. (c)

A:

Sure. Why don’t you come to my office on Wednesday, say 4 pm? (c)

B:

Perfect. I’ll see you then. (d)

A:

Look forward to it. Oh, and don’t forget to pick up those delicious

Features of Telephone Communication

samosas from the shop below your office! (d) B:

Sure. Bye. (d)

A:

Bye. (d)

Conversation 3 Tape script Ajay Sinha:

Hello.

Hari Modi:

Good morning, Sir. This is Hari Modi from the Personnel Department. Mr. Dewan asked me to speak with you.

Ajay Sinha:

Yes, yes, Hari. Good Morning. I need you to do something for me.

Hari Modi:

Certainly, Sir. How may I help you?

Ajay Sinha:

Let me just brief you about it first. You see, my secretary, Ms. Nene, is on leave, and I need somebody to accompany me to the Singapore conference for three days. Mr. Dewan recommends you highly, so I’d like you to assist me on this trip.

Hari Modi:

Certainly, Sir. I’d be pleased to be of assistance. When would we be leaving and what would you like me to do in preparation?

19

109

Telephone Conversation

Ajay Sinha:

Could you come to my office at, say, 10:30 and we can discuss the details?

Hari Modi:

I’m afraid we have a departmental meeting from 10:30 to 11:30. Would it be alright if I come in at 11:30?

Ajay Sinha:

Oh, that’s perfectly fine.

Hari Modi:

Right, Sir. I’ll be there at 11:30.

Activity 3 i

The language in conversation 3 is very formal. For example the executive says “How may I be of help to you’ instead of ‘What can I do for you’ as in Conversation 2, which is semi-formal. Conversation 1 is totally informal.

ii

Note that there is greater use of modals like ‘would’ ‘could’ and ‘may’ in formal language.

iii

The executive does not address his senior officer by his first name.

iv

There is no small talk or warming up as is the case in many formal conversations. Activity 4 i

Good morning Kavita Nagpal speaking. How may I help you?

ii

Would you like to leave a message?

iii

This is Neha Gupta.

iv

I’d like to speak to Aman Wahi, please.

v

Could you tell me why you’d like to speak to the Principal, please?

vi

Ms. Sonia Singh is in a meeting.

vii

Could you tell me your name, please?

viii

Could you say that again, please?

Check your progress 5 These are only sample answers; yours could be different. i

Milind:

Hello?

You:

Hi Milind, Rakesh this side. How are you doing?

Milind:

I’m okay. What’s up with you?

You:

Oh! Nothing much. Everything is as usual. So how are you feeling now? Do you still have a fever?

Milind: 20

No, the fever’s down, but I’m feeling really weak! And bored!

110

You:

Yeah, I can imagine! Waiting to see you back in college. Get well soon.

ii

Milind:

Yeah, thanks.

You:

Bye then.

Milind:

Bye.

You:

Good afternoon, McDonalds. How may I help you?

Customer:

I’d like to place an order, please.

You:

May I have your phone number, Sir.

Customer:

It’s 9123456789.

You:

Thank you, Sir. What would you like to order?

Customer:

Please send me two chicken burgers and two bags of French fries.

iii

You:

Will that be all, Sir?

Customer:

Yes, thank you.

You:

May I have your address, please?

Customer:

(Gives address)

You:

I’ll just repeat that. (Repeats address) Right?

Customer:

Yes, that’s right.

You:

Okay, Sir. Your order will be with you within 30 minutes. And your bill amount is Rs. ________.

Customer:

Thank you.

You:

You’re welcome. Enjoy your meal and thank you for calling McDonalds.

Mr. Sahu:

Hello.

You:

Good morning, Mr. Sahu. This is Satish Singh calling

Features of Telephone Communication

from Mr. Khanna’s office. Mr. Sahu:

Hello, Satish.

You:

I’ve called to find out if you have received your order. We dispatched it late yesterday evening.

Mr. Sahu:

No, Satish. I’m afraid we haven’t received it yet.

You:

I’m very sorry about that, Sir. I’ll call the delivery department and get back to you immediately.

Mr. Sahu:

Please do that. We need the material urgently. 21

111

Telephone Conversation

You:

I’ll call you back soon. Mr. Sahu:

22

Certainly. Once again, I’m sorry for the inconvenience. Okay.

112

UNIT 6: MAKING ARRANGEMENTS AND APPOINTMENTS Structure 6.0 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9

Objectives Warm up Reading Vocabulary Listening: Making an Appointment Grammar: Phrasal Verbs Writing Pronunciation: English Diphthongs or Vowel Glides Let Us Sum Up Answers

6.0 OBJECTIVES This Unit will familiarize you with the language used through the telephone while making official arrangements and appointments. You will learn how to: • • • • • •

make arrangements for business events; make arrangements for a farewell; make arrangements for a welcome; fix meetings and appointments; reschedule appointments; cancel appointments.

6.1 WARM UP Carefully look at the objectives again. Can you think of other arrangements that are routinely made in the office? Note down as many as you can.

6.2

READING

Listen and read the script of a telephone conversation between Harsh Wadhwa from Mumbai and Rini Rebello of Willow Sports, Bangalore. The caller, Mr. Wadhwa, wants an appointment with Mr. Mahesh Tikku, General Manager Marketing. Receptionist: Good Morning, Willow Sports, how can I help you? Harsh:

Hello, this is Harsh Wadhwa calling from Mumbai. Earlier this month I wrote to Mr. Tikku about some new sports equipment we have designed. He sent me a fax suggesting I call to make an appointment to meet him in Bangalore. I’m calling to fix a meeting with him. 23

113

Telephone Conversation

Receptionist: Yes, Sir, I’ll connect you to Rini Rebello, Mr. Tikku’s secretary. Could you hold on, please? Harsh:

Yes, thank you.

Rini:

Hello, Mr. Wadhwa. When would you like to come to Bangalore?

Harsh:

Well, I am a little busy this week, but any time next week would be good for me. So how about next Friday, the 12th of June? Mr. Tikku is

Rini:

travelling to Singapore on the 15th, and will only be back by the end of the month. Harsh:

Well, could we make it earlier then, say the middle of the week? How about Wednesday, the 10th?

Rini:

Er…..let me see……Could we say Thursday the 11th?

Harsh:

Yes, that’s fine. What time should I come?

Rini:

Will you be coming to Bangalore the same day, or the evening before and staying in a hotel?

Harsh:

Oh I think it would be better to arrive the evening before and meet early on Thursday. I would then like to leave for Mumbai the same day.

Rini:

Well then, I’ll send you a fax confirming this, and then you can fax me your flight details. I’ll book you into a hotel near the office, and arrange for a taxi to pick you up from the airport.

Harsh:

Oh thank you very much, that’s very kind.

Rini:

Not at all. Is that everything?

Harsh:

Yes, I think so.

Rini:

Thank you very much, Mr. Wadhwa, we look forward to seeing you next week.

Harsh:

Thank you. Goodbye.

Rini:

Goodbye, Mr. Wadhwa.

Check your progress 1 Answer the questions give below: 1

24

Identify three ways in which Mr. Tikku’s secretary offers to help Mr. Wadhwa. …………………………………………………………………………. ………………………………………………………………………….

114

2

What does Rini say that signals the end of the exchange? …………………………………………………………………………. ………………………………………………………………………….

3

Is this a formal or an informal conversation? Give reasons? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

6.3

VOCABULARY

Activity 2 1

Notice that the conversation is very formal, using only last names. There are several polite phrases in it which typify a formal approach. Listen once more to the conversation and make a language checklist of these phrases. ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… …………………………………………………………………………

2

Choose the missing words from the box. after moment confirm mobile i ii iii iv v vi vii viii ix x xi xii xiii xiv

back reach dialed phone

calling ring up directory stand

in hold the line see checked extension bothered

Hello, who’s that ___________? Just a ___________, please. I’ll _____________ if she’s here. I’ll get the information you want; ____________, please. You asked me to __________ when I was in town again. Sorry, he’s not ____________ at the moment. You can ____________ him any evening ____________ six o’ clock. Well, I can ring ___________ later if it’s convenient. Isn’t that 1421? That’s what I ________, I think. No, this is the wrong _____________, I’ll put you on to the switchboard. Sorry to have ___________ you. He’s not in the office at the moment. But I can try to find him on the ___________. I haven’t got the new number. Shall I call ____________ inquiry? This is how things ____________at our end. I’m afraid there’s nothing we can do about it.

25

115

xv xvi

Telephone Conversation

6.4

I’ve ____________ up on the prices you asked about. Now I can ____________ the arrangements we made.

LISTENING: MAKING AN APPOINTMENT

Activity 3 Given below are the steps in a telephone conversation between two people in a business context. The arrows indicate the flow of conversation. Create the dialogue taking the help of language introduced in the reading section. Caller – Pradip Shaw (Advance Tech, Cochin)

Called – Rakhi Juneja (Super Securities, Chennai) Super Securities, Good Morning.

Greeting. Introduce yourself. Offer to help. Ask for appointment with Mr.Reddy Introduce self. Ask what it is about. Explain that you want to present some new security equipment before him Acknowledge and ask when he wants to come. Suggest later this week. Express regret – Mr. Reddy is away. Suggest early next week. Agree, suggest Monday. Express doubt, suggest Tuesday. Agree, suggest time – 11a.m. Agree, ask for email to confirm Agree to email. Signal end of call. End call. With thanks. End call. 26

116

Now listen to the recording of a model conversation and compare yours to this one (Listen to Tape script 1). Can you spot any mistakes in yours? Remember that the one you hear is only a model, so even though some phrases in yours may be different from the ones in it, they need not be wrong. Activity 4 1

Write down the phrases you hear that indicate a polite refusal. ………………………………………………………………………… …………………………………………………………………………

2

Now re-do your script to improve it, using phrases you have learnt in this unit so far.

6.4.1 Rescheduling and Cancelling Appointments Activity 5 Now listen to a conversation between Rakhi Juneja and Pradip Shaw. Rakhi Juneja, Mr. Reddy’s secretary, is calling to re-schedule the appointment. Listen carefully and fill in the blanks in the conversation. Jenny:

Advance Tech, good morning.

Rakhi:

Hello, may I speak with Mr. Shaw please?

Jenny:

…………………..…. I say is calling?

Rakhi:

I’m calling from Super Securities, from Mr. Reddy’s office.

Jenny:

Could you hold the line? I’ll ………………. right through.

Rakhi:

Yes, thank you.

Mr. Shaw: Hello. Rakhi:

Good afternoon, Mr. Shaw. This is Rakhi Juneja from Mr. Reddy’s office. I’ve called in connection with your appointment with Mr. Reddy tomorrow at 11 a.m.

Mr. Shaw: Yes? Rakhi:

…….……………. we will have to re-schedule it for another day. Something has ………………. ….that needs his urgent attention.

Mr. Shaw: Can we meet the day after then? Rakhi:

……………………….…, he’s going to be busy for the next ………. days. Would it be alright for you to come in at 11 a.m. on………………. the 17th?

Mr. Shaw: That ………………. fine. I’ll be there on Thursday then. Rakhi:

We look forward to it, Sir, and I’m sorry for the inconvenience.

Mr. Shaw: That’s alright. Rakhi:

Goodbye.

Goodbye, Mr. Shaw.

27

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Telephone Conversation

Listen again and check your answers. Activity 6 Which portions of the text would you alter if you had to cancel the appointment instead of re-scheduling it? Re-do those portions and check with the model answer. ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… …………………………………………………………………………………

6.5

GRAMMAR: PHRASAL VERBS

Phrasal Verbs are basic verbs which can combine with different prepositions (or particles) to make verbs with completely new – and often unguessable – meanings. Phrasal verbs are used more in speaking than in writing. There is almost always a more formal way of conveying the same idea. Let us take the example of such expressions with ‘put’. Put (you) through Put forward (a proposal) Put (her) down Put out (the fire) Put up with

= = = = =

connect you propose make someone look small extinguish tolerate

Check your progress 2 1

Look up the entries on put and look in your dictionary. Pick up five more phrasal verbs each for put and look, give their meanings and make sentences with them. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

2

Complete the sentences with suitable phrasal verbs from the box. switch off hang up talk about

28

come up with look forward to turn down

believe in wait for

look after pass on

118

i

Why don’t we ……………............the new deal on the way to the airport?

ii

We …………………………….the electricity during ‘Earth Hour’.

iii

I will …………………………………your email.

iv

We …………………….……... his offer as the price he quoted was too high.

v

I ……………………………getting results, don't you?

vi

We will have to ……………. the PR Manager to give his opinion.

vii

Prashant is going to ………………………. the new factory.

viii

I have to ………………. the phone now, as I’m getting late for my meeting.

ix

The management will have to ………….……………. a better solution if it wants to pacify the workers.

x

Can you ………………. the message to Mr. Bose when you meet him?

6.6

WRITING

Check your progress 3 You are a lecturer in the Sociology department of the university. Your Department Head is leaving, and a new person has already been appointed in his place. You have the charge of arranging a get-together to bid farewell to the outgoing Head and to welcome the incoming one. Use the phrases in the box to make dialogues with various people to make the arrangements. Bouquet

I’d like to invite………

Garland

Would ……..be convenient..

Snacks

Could you suggest……..

Memento

I’d like to order……….

Photographs

We’d like…….. to say……….

………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… …………………………………………………………………………………

29

119

Telephone Conversation

………………………………………………………………………………… ………………………………………………………………………………… …………………………………………………………………………………

6.7

PRONUNCIATION: ENGLISH DIPHTHONGS OR VOWEL GLIDES

Let us now pronounce English vowels which glide from one vowel to another. The 8 diphthongs in British R.P. are: /eΙ/, /əu/, /aΙ/, /au/, /ɔΙ/, /Ιə/, /eə/, /uə/ 1

/eΙ/ as in play Examples: aim eight played plate say way

/eΙm/ /eΙt/ /pleΙd/ /pleΙt/ /seΙ/ /weΙ/

Word-initial /eΙ/ Word-medial /eΙ/ Word-final /eΙ/

This diphthong can be represented by various spelling e.g., age, day, pain, they, break. Most people in India use a vowel /e:/ instead of the diphthong /eΙ/. This is quite acceptable so long as /e:/ is made long enough and is clearly distinguished from /e/ as in get. Example: /e/ as in get and /eΙ/ (or long /e:/) as in gate. Examples: /e/ bell cell, sell debt fell men 2

/eΙ/ bail, bale sale date fail main

/əu/ as in go Example: oats own boat foam go so

/əuts/ /əun/ /bəut/ /fəum/ /gəu/ /səu/

Word-initial /əu/ Word-medial /əu/ Word-final /əu/

This diphthong can be represented by various spelling; e.g., home, blow, boat, though. Most speakers in India use a long monophthong /o:/ instead of the diphthong /əu; example / o:ts /, / ho:m /. This is quite acceptable. 3 30

/aɪ /as in bite Example:

120

ice eyes bite side buy cry

/aɪs/ /aɪz/ /baɪt/ /saɪd/ /baɪ/ /kraɪ/

Word-initial /aɪ/ Word-medial /aɪ/ Word-final /aɪ/

This diphthong can be represented by various spelling; e.g., bite, type, die, high, height, eye, buy. 4

/ au / as in cow Example: owl out crowd noun cow now

/aul/ /aut/ /kraud/ /naun/ /kau/ /nau/

Word-initial /au/ Word-medial /au/ Word-final /au/

This diphthong can be represented by the spelling ou (as in house) and ow (as in cow). 5

/ɔΙ / as in boy Example: oil

/ɔΙl/

Word-initial /cΙ/

ointment boil

/'ɔΙntmənt/ /bɔΙl/

Word-medial /cΙ/

soil boy

/sɔΙl/ /bɔΙ/

Word-final /cΙ/

joy

/dʒɔΙ/

The usual spelling for this diphthong are oi (as in boil) and oy (as in boy) 6

/ Ιə / as in here Examples: ear

/ɪə/

eerie

/ɪərɪ/

fierce

/fɪəs/

merely

/'mɪəlɪ/

dear/deer

/dɪə/

near

/nɪə/

Word-initial /Ιə/ Word-medial /Ιə/ Word-final /Ιə/

31

121

This diphthong can be represented by various spelling; e.g., deer, dear, here, fierce. In words like period, serious, zero, R.P. has /Ιə/ in the first syllable, but most Indian speakers use /i:/ instead. This is quite acceptable.

Telephone Conversation

7

/ eə / as in hair Examples: aerial

/'eəriəl/

air

/eə/

careful

/'keəful/

daring

/'deərɪŋ/

care

/keə/

dare

/deə/

Word-initial /eə/ Word-medial /eə/ Word-final /eə/

This diphthong can be represented by various spelling; e.g., air, care, bear, their. 8

/ uə / as in poor Examples: during tourist sure tour

/'djuərIŋ/ /'tuərIst/ /'ʃuə/ /'tuə/

Word-medial / uə / Word-final / uə /

The diphthong / uə / does not occur in the word-initial position. It can be represented by various spelling: e.g., poor, sure, tour. In words like during and tour R.P. has the diphthong / uə /, but most Indian speakers use the monophthong /u:/. It is, however, better to use the R.P. pronunciation.

6.8

LET US SUM UP

In this unit, we gave you more practice in telephoning skills, specifically in making arrangements and appointments. This will help you in your personal as well as professional life as we have supplied you with the language required in such situations. Phrasal verbs are often used in telephone conversation. We give you practice in the use of phrasal verbs. In the pronunciation section we have dealt with diphthongs or vowel glides.

6.9

ANSWERS

Check your progress 1 1 32

She offers to a) confirm everything by fax. b) arrange to pick him up from the airport.

122

c) arrange a hotel for the night. 2

“Is that everything?”

3

Yes, it is a formal conversation as no first names are used, and the language is formal and very polite.

Activity 2 1

2

i ii iii iv v vi vii viii ix

……, how can I help you? Could you hold on, please? Yes, thank you. When would you like to…... ………would be good for me Could we say Thursday……… ………that’s very kind. …….look forward to seeing you. Goodbye

i ii iii iv v vi vii viii ix x xi xii xiii xiv xv xvi

calling moment see hold the line ring up in phone, after back dialed extension bothered mobile directory stand checked confirm

Activity 3 Model conversation (Tape script 1) Super Securities: Super Securities, good morning. Advance Tech:

Hello, I’m Pradip Shaw from Advance Tech in Cochin.

Super Securities: Yes, how may I help you, Mr. Shaw? Advance Tech:

I’d like an appointment with Mr. Reddy.

Super Securities: Sir, I’m Rakhi Juneja, Mr. Reddy’s secretary. Can you tell me what it’s about? Advance Tech:

Certainly.

We’ve

imported

some

latest

security

equipment from Germany, and I’d like to give Mr. Reddy a demonstration. Super Securities: I see. When would you like to meet with Mr. Reddy?

33

123

Telephone Conversation

Advance Tech:

Perhaps later this week?

Super Securities: I’m afraid that won’t be possible, Sir. Mr. Reddy is away all of this week. How about early next week? Advance Tech:

That should be fine. Could we say Monday the 14th then?

Super Securities: Unfortunately he’s busy all day Monday. Would Tuesday be alright with you? Advance Tech:

That’s fine. Shall we say 11 a.m.?

Super Securities: That would be perfect, Sir. Could you send us a mail to confirm? Advance Tech:

Yes, I will. I think that is everything for now.

Super Securities: Thank you, Sir, and we look forward to your email to confirm the meeting. Goodbye, Mr. Shaw. Advance Tech:

Bye.

Activity 4 1

There are two phrases in the dialogue indicating a polite refusal: • •

I’m afraid……. Unfortunately……….

Activity 5 Tape script 2 Jenny:

Advance Tech, good morning.

Rakhi:

Hello, may I speak with Mr. Shaw please?

Jenny:

Who should I say is calling?

Rakhi:

I’m calling from Super Securities, Mr. Reddy’s office.

Jenny:

Could you hold the line? I’ll put you right through.

Rakhi:

Yes, thank you.

Mr. Shaw:

Hello.

Rakhi:

Good afternoon, Mr. Shaw. This is Rakhi Juneja, Mr. Reddy’s office. I’ve called in connection with your appointment with Mr. Reddy tomorrow at 11 a.m.

Mr. Shaw:

Yes?

Rakhi:

I’m afraid we will have to re-schedule it for another day. Something has come up that needs his urgent attention.

Mr. Shaw: 34

Can we meet the day after then?

124

Rakhi:

Unfortunately, he’s going to be busy for the next two days. Would it be alright for you to come in at 11 a.m. on Thursday the 17th?

Mr. Shaw:

That sounds fine. I’ll be there on Thursday then.

Rakhi:

We look forward to it, Sir, and I’m sorry for the inconvenience.

Mr. Shaw:

That’s alright. Goodbye.

Activity 6 The portion in bold is where the conversation changes. Jenny:

Advance Tech, good morning.

Rakhi:

Hello, may I speak with Mr. Shaw please?

Jenny:

Who should I say is calling?

Rakhi:

I’m calling from Super Securities, Mr. Reddy’s office.

Jenny:

Could you hold the line? I’ll put you right through.

Rakhi:

Yes, thank you.

Mr. Shaw:

Hello.

Rakhi:

Good afternoon, Mr. Shaw. This is Rakhi Juneja, Mr. Reddy’s office. I’ve called in connection with your appointment with Mr. Reddy tomorrow at 11 a.m.

Mr. Shaw:

Yes?

Rakhi:

I’m afraid we will have to cancel it for now. Something has come up that needs his urgent attention.

Mr. Shaw:

When can we meet then?

Rakhi:

Unfortunately, he’s going to be busy for quite some time now, so it’s difficult to say. Maybe you could call in a couple of weeks and find out.

Mr. Shaw:

I’ll do that then.

Rakhi:

I’m sorry for the inconvenience. Goodbye Mr. Shaw.

Mr. Shaw:

That’s alright. Goodbye.

Check your progress 2 We give you three as a sample: Put Put across = communicate to others Put in = install Put off = postpone

1

2

i

Look Look into = investigate Look back on = recall Look after = take care

Why don’t we talk about the new deal on the way to the airport?

35

125

Telephone Conversation

ii

We switched off the electricity during ‘Earth Hour’.

iii

I will look forward to your email.

iv

We turned down his offer as the price he quoted was too high.

v

I believe in getting results, don't you?

vi

We will have to wait for the PR Manager to give his opinion.

vii

Prashant is going to look after the new factory.

viii

I have to hang up the phone now, as I’m getting late for my meeting.

ix

The management will have to come up with a better solution if it wants to pacify the workers.

x

36

Can you pass on the message to Mr. Bose when you meet him?

126

UNIT 7: LEAVING AND TAKING MESSAGES Structure 7.0 7.1 7.2 7.3 7.4 7.5 7.6 7.7 7.8 7.9

Objectives Warm up Reading: Preparing for a Business Call Vocabulary Listening - Speaking Grammar: To+ Infinitive Writing Pronunciation: Stress Patterns in English Words-I Let Us Sum Up Answers

7.0 OBJECTIVES This Unit will familiarize you with the telephoning language used to leave and take messages. It will also take you into further details of preparing for a telephone conversation, especially in situations where you know you may need to take or leave important messages. You will learn how to: •

take a message on the telephone

•

leave a message on the telephone

•

clarify that the message has been received right

Additionally, you will learn how speaking style influences the effectiveness of speakers.

7.1 WARM UP When you call someone for work, which are the kind of people you find it easier to communicate with? Do some attitudes put you off? What are these? Do you find it really difficult to get information out of some people, as if you were asking them to give out a state secret? But then are there others who make the same process much more comfortable with their helpful and encouraging attitude. How much does the tone of the speaker on the other end of the line determine the outcome of the conversation? Ask yourself all these questions and then move with this unit.

7.2

READING: PREPARING FOR A BUSINESS CALL

People make business calls for various reasons. Generally, calls are made to give information, or receive it, or a little of both. Whatever be your objective, it is imperative that you go into it prepared. How do you prepare for a telephone call?

37

127

Telephone Conversation

Unless your objective is to merely give a terse instruction, the basics would be to have at hand a notepad and pen; a file you may need to refer to for details or a particular folder opened on your computer, maybe even a calendar. That’s as far as physical preparation goes. What you also need is to be mentally prepared. Recall the last communication on the topic you want to raise, any new development that has taken place since, and then go over your objective for making the call, and have ready any question you may need to ask. With all preparation done, you make the call and are told that the person you want to speak to is not available. What do you do now? Do you make an impromptu decision about whether you just want to leave a short message or also add some important, maybe urgent information to be conveyed by the message taker? In retrospect, would it not have been better if before dialing you had decided what you would do in such an eventuality? Preparing for this possibility in advance allows you to predetermine exactly what information you want to include in the message you leave. Exactly the same goes for when you receive a call. You may need to take a message for someone, or take down important notes from the conversation. Of course you don’t always know when someone is going to call, but you usually have some idea, based on what work is going on. But especially if you know someone is going to call, it’s advisable to think about what they will be talking about and try to anticipate what they may say and questions they may ask. This way you can be prepared with any details or reasoning you would be expected to give regarding the status of work. If, however, the queries exceed the level of your preparation, you can always tell the caller you will call back later – just ensure that you remember to do so. Then there is the case for active listening. What is active listening, or, more importantly, who is an active listener? You can show the person on the other end of the line that s/he has your full attention by interjecting with relevant short phrases or words like ‘yes’, ‘okay’, ‘I understand’, ‘hmm-hmm’, or even by repeating important information or asking for a repetition or clarification. When you ask for a repetition, remember to always acknowledge it by repeating the same yourself, to ensure there is no ambiguity in understanding. Finally, however you look at it, being prepared not only helps you conduct the talk confidently, it is also much more professional, and helps avoid wastage of precious time. Check your progress 1 Read the passage once again and try to answer the following questions without looking at the text. Then check your answers with the answer key. 1

What are the things you need to keep handy while making a business telephone call? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

38

…………………………………………………………………………..

128

2

What mental preparation should one make before making such a call? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

3

Leaving and Taking Messages

Why is it better to prepare for the eventuality that the person you are calling may not be available? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

4

How can you show the person you are on the phone with that s/he has your complete attention? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

5

How does preparation help in conducting a business conversation on the telephone? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

7.3

VOCABULARY

Check your progress 2 1

Pick words from the text closest in meaning to the following: i ii iii iv v vi vii

2

Essential Short and snappy Spur-of-the-moment, unprepared Hindsight A possible occurrence or circumstance To decide in advance Doubtfulness

We can make nouns from verbs by adding the suffix – ation at the end of verbs. Some change in spelling is necessary in some cases. For example: Verb prepare communicate

Noun preparation communication 39

129

Pick out three more instances from the passage in the Reading Section. Also write the verb form of these nouns.

Telephone Conversation

………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. 3

Complete the following phrases by using the nouns formed from the verbs given in the box. celebrate cancel declare

7.4

decorate imagine starve

explain circulate donation

i

A fertile ……………………………

ii

The wedding ……………………………..

iii

Blood ………………………..

iv

Asked for an…………………………………

v

…………………. of independence.

vi

Died of ……………………………………….

vii

Annual day……………………………

viii

Railway ……………………………………………

LISTENING - SPEAKING

7.4.1 Taking Messages Listen to two telephone conversations (Tape script 1 and 2) and note how the speakers ask for and acknowledge information by using repetitions to take down messages.

Tape script 1 A:

Good morning, Global Publishing.

B:

Hello, I’m Radha Seth, from Pune. I’d like to speak with Mr. Suresh Rathi, please.

A:

Oh, I’m sorry; Mr. Rathi isn’t here at the moment. This is Meena Sinha, his Executive assistant. Er…. May I have your name again, please?

40

B:

Yes, Radha Seth.

A:

Thank you and are you calling from Pune?

B:

That’s right. Could you ask him to call me as soon as it’s convenient?

A:

Ma’am he’s meeting clients all day, and won’t be coming into office today. Would you like to leave a message?

130

B:

Could you just tell him that I’d like to speak with him regarding the cover design for my new novel?

A.

Certainly. Shall I ask him to call you sometime tomorrow?

B.

That would be fine.

A:

And does he have your contact number?

B:

Yes, I think so, but please take it down anyway. It’s 9811944432.

A:

I’ll repeat that - 9811944432.

B:

That’s right.

A:

Thank you for calling, Ma’am. I’ll give him your message, and he’ll

Leaving and Taking Messages

call you tomorrow. B:

That will be excellent. Thanks a lot. Bye.

A:

You’re welcome. Bye.

Tape script 2 A:

Hello. Batra Housing Corporation. How may I help you?

B:

Good afternoon. May I speak with Mr. Batra please?

A:

May I know who is calling please?

B:

I’m calling from Mr. Iyer’s office.

A:

Please hold. I’ll check if Mr. Batra is available. …

A:

I’m sorry. Mr. Batra is unavailable at the moment. He will be able to take phone calls after 5pm. Or if you’d like, you could leave a message. I’m Shalini, his secretary.

B:

Yes, alright. I’ll leave a message.

A:

Yes. Could you repeat where you’re calling from please?

B:

Mr. Iyer’s office, Bestech Solutions. He is in the process of finalizing a deal with Mr. Batra.

A:

And what message would you like to leave?

B:

Mr. Iyer was scheduled to meet Mr. Batra at the Gurgaon office on the 15th. However, he will not be able to keep this appointment. My Iyer has to leave the city urgently due to a personal emergency. He would like to reschedule the meeting.

A:

Yes sir. Is there anything else?

B:

Yes. Mr. Iyer wanted to set an appointment with Mr. Batra before he schedules his other meetings after he returns from his trip. He considers this high priority and has asked me to schedule the meeting

41

131

at the earliest. Please let Mr. Batra know this, so that the appointment

Telephone Conversation

can be fixed as soon as possible. A:

Yes, sir. Would you like to add anything else?

B:

No that’s it, thank you.

A:

Alright sir. I’ll repeat your message. Please confirm if this is right. Mr. Iyer needs to leave town suddenly due to personal reasons and will therefore not be able to make it to the meeting on the 15th at the Gurgaon office. He’d like to set a date for this meeting before he organizes the rest of his schedule after he returns. Is that right sir?

B:

Yes, that’s right.

A:

And when is Mr. Iyer expected to be available after his return, sir?

B:

He should be available from the 22nd.

A:

Alright sir. Could you give me the number on which we should contact you for the appointment date?

B:

Sure. It’s 26814690.

A:

I’ll repeat that. 26814690. Is there anything else?

B:

No, that’s it. Thank you.

A:

Thank you for calling. Have a nice day.

Check your progress 3 Listen again and complete the missing information on the message pads below. A To ______________________________

Date ____________________

From ____________________________

Time ___________________

Of (office) ________________________

Phone __________________

Message ____________________________________________________________ ____________________________________________________________ Signed ____________________________

42

132

B 7.4.2

Effect of Speaking Style

Leaving and Taking Messages

Now listen to a third conversation on the phone and focus on the speaking style and tone of the person who receives the call. Listen again to the first two conversations and compare the speaking styles in those conversations with that of the third conversation. Do you find a difference?

Tape script 3 Receptionist:

ABC Corporation, Nancy speaking. How may I help you?

To ______________________________

Date ____________________

From ____________________________

Time ___________________

Of (office) ________________________

Phone __________________

Message ____________________________________________________________ ____________________________________________________________ Signed ____________________________ Mary:

Good afternoon Nancy, this is Mary from Smith and Jones. May I please speak with somebody from the Accounts Payable?

Receptionist:

Is there anyone in particular that you wish to speak to?

Mary:

Well, anyone in Accounts Payable would be fine.

(Call is transferred to Accounts Payable. No response, it gets transferred back to the receptionist). Receptionist:

I’m afraid they are not at their desk right now.

Mary:

In that case, could I leave a message?

Receptionist:

Okay.

Mary:

My name is Mary; I’m calling from the Accounts Receivable team at Smith and Jones. My contact number is 1-800-411-0000 and the reference number for this call is 612345.

Receptionist:

All right!

Mary:

Thank you Nancy. Good bye.

43

133

Telephone Conversation

Check your progress 4 1

Listen again to the third conversation, then mark the statements below as ‘True’ or ‘False’ based on the content of the talk and on the speaking style of the two persons (listen to Tape script 3). i

Nancy’s speaking style showed she wanted to help the caller.

ii

She did not greet the caller when she introduced herself, and did not even respond to the caller’s greeting.

iii

She offered to take a message.

iv

She did not ask the caller to repeat her message so as to make sure she got it right.

2

Now write a comparison of the speaking styles of the call takers in all three conversations, and how these affected the conversation. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

7.5

GRAMMAR: TO + INFINITIVE

Read the sentences given below which are taken from the Reading text: i

Generally, calls are made to give information…….

ii

………..and are told that the person you want to speak to is not available.

iii

You may need to take a message for some one…

The verbs to give, to speak, to take are infinitives. Although the infinitive is a verb, it is often used as a noun. It can be the subject or the object of a verb. In sentences, 1, 2, and 3 the infinitives to give, to speak and to take are objects of the verbs made, want and need, respectively. The infinitive can also be used as a subject of a verb or a complement of a verb or an object. 44

Example:

134

To find fault is easy. (subject of is) His job is to repair old cars. (used as a complement) Activity 1 1

Complete the sentences with the infinitives of the verbs in the box: complete ask i

quit buy

hire contact

meet weigh

Please do not hesitate ……………………..me if you have further queries.

ii

I am writing …………………..you for your help.

iii

I have arranged ………………….. the visitors at the factory.

iv

We use scales ………………….. things.

v

I stayed up late ………………….. my Project Report.

vi

I went shopping last Sunday ………………….. gifts for our

Leaving and Taking Messages

buyers from London. vii

There are a lot of companies who want ………………….. engineers for short term projects.

viii 2

Marie was getting tired of her job so she decided ………… it.

Rewrite the following sentences using the verbs in the brackets given below + object + to + infinitive. One is done for you as an example: i ii iii iv v vi

“You may leave early if you like,” said the Manager to his secretary. (allow) “Don’t forget to send the email,” said the team leader. (remind) “Go on, apply for the job,” said Anita’s husband. (encourage) “Can you finish the report as soon as possible?” said the Finance Manager to his team. (ask) “I think you should inform the GM about the theft,” said the Manager. (advise) “If you want to get good Indian food, go to Just Indian,” said Rohan to the buyers. (recommend)

i

Allow: The Manager allowed his secretary to leave early.

ii

…………………………………………………………………..

iii

…………………………………………………………………..

iv

…………………………………………………………………..

v

…………………………………………………………………..

vi

…………………………………………………………………..

45

135

Telephone Conversation

7.6

WRITING

Check your progress 5 Given below are situations that different people are in. Based on their situations, think of what each one’s objectives might be and write them down. The first one is done for you. i

A medical representative wishing to demonstrate a new blood pressure measuring machine to a hospital manager. Objectives - To seek an appropriate appointment time - To inform him how much of the potential client’s time he will take - To assure him that the product he wanted to show was of a reputed company

ii

A customer wishing to complain about an inflated telephone bill.

iii

A Purchase Manager who has received an incomplete delivery.

iv

A Sales Manager wanting to book the convention hall of a hotel for a sales drive.

7.7 PRONUNCIATION: STRESS PATTERNS IN ENGLISH WORDS-I Consonants and vowels combine to form a word. Every English word must have at least one vowel, but it may or may not have a consonant sound. A vowel, in other words, is central to a word. A consonant, on the other hand, is optional. The words eye, ear, oh, ah, for example, have only one vowel but no consonants. All, cat, spoil, spilt, on the other hand, have one, two, three and four consonants respectively, in addition to one vowel each. All three words have only one vowel each and are therefore words of one syllable each. However, many English words have more than one vowel and therefore have more than one syllable. In other words, there are as many syllables in a word as there are vowels. For example, the words thirteen (thirteen) and shortage (short-age) have two vowels and therefore two syllables each, the words disappear (dis-ap-pear) and educate (e-du-cate) have three vowels and therefore three syllables each. An English word consisting of more than one syllable is said in such a way that one of its syllables stands out from, or is more prominent than the other syllable or syllables in the same word. For example, in the word father (which has two syllables /fa:/ and /ðə/) the first syllable /fa:/ is more prominent than the second syllable /ðə/. But, in the word cassette (which also

46

has two syllables /κəset/), the second syllable /set/ is more prominent than the first. Similarly, when we pronounce the word gigantic (which has three

136

syllables /dʒaIgæn.tIκ/) the second syllable /gæn/ is more prominent than the first and the third syllables. The syllable which stands out or is more prominent than the others in the same word is called the stressed syllable or the accented syllable. The speaker spends more energy while producing the stressed syllable than s/he does while producing the other syllables in the same word. The listener hears the stressed syllable as being louder than the other syllables in the same word. The syllables which are not stressed in a word are called unstressed or weak syllables. Most modern dictionaries adopt the following method to mark stress. The stressed syllable is marked with a vertical bar (the mark ') above and before the syllable that is stressed. For example, the word approve (which has two syllables /ə/ and /pru:v/ is stressed on the second syllable and it is marked thus:

Leaving and Taking Messages

/ə'pru:v/ Here are a few examples of words stressed on different syllables. Listen to each word and repeat it. i

Words stressed on the first syllable: Two-syllable words Three-syllable words 'action 'analyse 'govern 'calculate

ii

Words stressed on the second syllable: Two-syllable words Three-syllable words nar'rate cor'rection at'tend ac'countant

iii

Longer Words par'ticipant ri'diculous

Words stressed on the third syllable: Three syllable words guaran'tee engi'neer

iv

Longer Words 'aristocrat 'automobile

Four-syllable words appli'cation appa'ratus

Longer Words irre'sponsible satis'factory

Words stressed on the fourth syllable: exami'nation partici'pation

civili'zation mechani'zation inferi'ority

The above lists clearly show that stress in individual words has to be learnt individually. Check Your Progress 6

47

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Telephone Conversation

A number of English words are given below. Say them yourself and ascertain which is the stressed syllable in each word. Then mark the stressed syllables by using the appropriate mark (/ ' / for primary stress) before the syllables that are stressed. After you have marked all the words, check your answers with those provided at the end of this unit and then say the words with the correct stress patterns. You can also listen to these words on the audio recording. 1

account

2

across

3

address

4

collection

5

arrive

6

provider

7

invoice

8

atmosphere

9

attempt

10

behave

11

behaviour

12

broadcast

13

authorization

14

clearing

15

code

16

mortgage

17

equity

18

bankrupt

19

vendors

20

contain

7.8

LET US SUM UP

In this unit we have tried to build activities around taking and leaving message(s) on the phone. In the reading section we have given you tips on taking a business call. In order to enhance your vocabulary we have given you activities which involve suffixes. You are required to listen to the ListeningSpeaking activities as well as enact a role play. In the grammar section we have given you practice in the use of to + infinitive, while in the pronunciation section we introduced you to word stress which contribute to a large extent in making your English intelligible and acceptable.

7.9

ANSWERS

Check your progress 1 1

48

i

a notepad and pen

ii

a file you may need to refer to for details

iii

a folder opened on your computer

iv

a calendar.

2

Recall the last communication on the topic you want to raise, any new development that has taken place since, and then go over your objective for making the call, and have ready any question you may need to ask.

3

You need to decide whether you only want to leave a short message or also add some important information to be conveyed by the message

138

taker. Preparing for this possibility in advance allows you to predetermine exactly what information you want to include in the message you leave. 4

You can show such interest by interjecting with relevant short phrases or words like ‘yes’, ‘okay’, ‘I understand’, ‘hmm-hmm’, or even by repeating important information or asking for a repetition or clarification.

5

Being prepared helps you conduct the talk confidently, shows the other person your professional approach, and helps avoid wastage of time.

Check your progress 2 i ii iii iv v vi vii 2

3

Essential - Imperative Short and snappy - Terse Spur-of-the-moment, unprepared - Impromptu Hindsight - Retrospect A possible occurrence or circumstance - Eventuality To decide in advance - Predetermine Doubtfulness - Ambiguity Verb

Noun

i

Inform

information

ii

Converse

conversation

iii

Clarify

clarification

i ii iii iv v vi vii viii

imagination decoration circulation explanation declaration starvation celebration cancellation

Leaving and Taking Messages

Check your progress 3 A To Mr. Suresh Rathi

Date (As applicable)

From Ms. Radha Seth

Time (As applicable)

Of Pune

Phone 9811944432.

Message Call Ms. Radha Seth tomorrow (date), regarding cover design of her new novel. Signed Meena Sinha 49

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B To Mr. Batra

Date (As applicable)

From Mr. Iyer

Time (As applicable)

Of (office) Bestech Solutions

Phone 26814690

Message: Mr. Iyer asked to cancel meeting Gurgaon office 15th, out of town. To return on 22nd. Would like meeting to be fixed asap after return. Signed Shalini

Check your progress 4 1

i False ii True iii False iv True You can give your own interpretation of the style, but here are some observations that show that the people who received the calls in the first and second tape script were more professional than the third.

2

•

The people who received the calls in the first two conversations were active listeners who showed interest in the caller, whereas the third one seemed bored and uninterested.

•

The first two greeted the caller while the last one, Nancy, did not do so.

•

They offered to take down a message from the caller while Nancy did not do so. She agreed to take the message when the caller asked to leave one.

•

They repeated information to make sure it was correct, but she did not do so.

•

As a result of this attitude, she also appeared rude in contrast to the other two call takers.

Activity 1 1

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2

i ii iii iv v vi vii viii

to contact to ask to meet to weigh to complete to buy to hire to quit

ii

The team leader reminded him to send the email.

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iii

Anita’s husband encouraged her to apply for the job.

iv

The Finance Manager asked his team to finish the report as soon as possible.

v

The Manager advised him to inform the GM about the theft.

vi

Rohan recommended the buyers to go to ‘Just Indian’ for good Indian food.

Check your progress 5 Possible objectives, though you may add your own. ii

- To complain about the inflated bill. - To give details of the bill. - To ask the executive to tally the phone number and address with their record.

iii

- To tell the supplier that the delivery is incomplete. - To complain about the poor service.

Leaving and Taking Messages

-To ask for the rest of the delivery at the earliest. iv

-To find out the size of the hall -To find out its availability on the required date -To find out the cost of renting it for the day.

Check Your Progress 6 1

ac'count

2

a'cross

3

ad'dress

4

col'lection

5

ar'rive

6

pro'vider

7

'invoice

8

'atmosphere

9

at'tempt

10

be'have

11

be'haviour

12

'broadcast

13

authori'zation

14

'clearing

15

'code

16

'mortgage

17

'equity

18

'bankrupt

19

'vendors

20

con'tain

51

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UNIT 8: VOICE MAIL, VIDEO CONFERENCING AND CONFERENCE CALLS Structure 8.0 8.1 8.2 8.3 8.4 8.5 8.6 8.7 8.8 8.9 8.10 8.11 8.12

Objectives Warm up Reading I: Conference Calls Reading II: Video Conferencing Reading III: Voice Mail and Answering Machine Listening: Dealing with Voice Mail Writing and Speaking Language Focus: Idioms Using the Word ‘Business’ Vocabulary: Compound Words Grammar: Gerunds Pronunciation: Stress Patterns in English Words-II Let Us Sum Up Answers

8.0 OBJECTIVES This Unit will familiarize you with dealing with voice mail and video conferencing. You will learn:

8.1

•

how to prepare for a conference call

•

how to conduct the conference

•

conference call etiquette

•

interactive call techniques

•

how to prepare for a video conference

•

what precautions need to be taken during a video conference

•

the difference between an ordinary answering machine and voice mail

•

the advantages of voice mail

•

how to leave a message on voice mail

•

how to respond to voice mail

WARM UP Activity 1 Think of the different situations in which people have business conversations. Write down five different situations.

………………………………………………………………………………… 52

…………………………………………………………………………………

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………………………………………………………………………………… ………………………………………………………………………………… …………………………………………………………………………………

Voice Mail, Video Conferencing and Conference Calls

………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… …………………………………………………………………………………

8.2

READING I: CONFERENCE CALLS

Read the following passage on conference calls and answer the questions given below: Telephone Conference Call Tips By Nancy White http://www.fullcirc.com/community/telephonefacilitation.htm Here are some tips for making conference calls. Planning Agenda • Have an agenda that includes goals, participant expectations and timing if appropriate. •

An hour on a teleconference generally cannot accomplish quite as much as an hour F2F (face-to-face). Plan accordingly.

•

If you expect active participation from all participants, consider the impact of volume of comments on time available when determining the number of agenda items. On a 10 person call with the expectation that everyone comments on each agenda item, and their comments range from 1-3 minutes, that means you can accommodate 1-2 agenda items in an hour.

•

Decide on roles. The meeting chair does not have to be the same person who is looking after the call facilitation duties.

•

Ask participants to review the agenda prior to the call.

•

If part of the group is in a F2F with a long (i.e. full day) agenda, consider scheduling shorter phone segments for critical business. It is hard to stay on the phone for a full day! 53

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Technical Set Up o Consider if telephone is the best communication tool for your task or purpose. o

Send all participants the dial in number and pass-codes (if any) needed.

o

Be clear to participants if you are offering a toll free number or if they are responsible for long distance costs. With international groups, make sure your number includes the international country code.

o

Consider arrangements for hearing impaired participants (TTY, simultaneous transcription in a chat room, etc.).

o

Have a back up plan for potential technology failure.

o

If the call leader controls the start/stop of the call and may have to leave early, have a second person with leader privileges so the call does not get cut off.

Scheduling and Preparation ƒ Consider participant availability just as you would for any other meeting. ƒ

Consider time zones when scheduling.

ƒ

Communicate local time or how to calculate local time when sending meeting announcement.

ƒ

Distribute supporting documents/files well before the call start.

ƒ

Inform participants if they have to have a file or website open on their computer desktop.

ƒ

Have an attendance list with name, email and phone number in case you need to contact an individual before, during or after the call.

Starting the Call ™ As the facilitator, it is helpful to log on early and be the first online (5-15 minutes).

54

™

Greet and know who is online (roll call, use "the clock", etc.).

™

If appropriate, ask early arrivals to greet subsequent arrivals as a teambuilding activity.

™

Establish protocol of announcing name when taking a turn speaking

™

Find out if there are any individual time constraints ("I have to leave early") and adjust accordingly. This is particularly important if you need the input or participation of the person leaving early to achieve the goals of the call.

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General Call Etiquette Call from a quiet location. -

Avoid cell phones. If you use a cell phone, put on mute when not talking.

-

Avoid speakerphones or if using speakerphones, use the mute button.

-

Use quality headsets for good sound quality.

-

Avoid low quality cordless phones as they sometimes create a buzzing background sound.

-

Don't use the hold button if your phone system has built in background music or announcements.

-

Avoid paper rustling.

-

Caution with multitasking - some is unavoidable, but remind people about attention and occasionally call on silent folks to keep their attention. Listen for keyboard sounds (those doing email!).

-

Announce if leaving/returning.

-

On long calls, offer bio breaks and "quick stretches" - remember we are more than just ears!

-

Speak clearly. Slow down if you are a "fast talker"

-

Be aware of the impact of accents and slow down accordingly.

-

Be enthusiastic and use a tone appropriate to the group. The first impression is important.

-

Vary voice tone - avoid monotone presentation.

Voice Mail, Video Conferencing and Conference Calls

Attention and Engagement ∗ Use guest speakers or multiple speakers to avoid "boredom" with one voice/presenter. ∗

If appropriate, use games and interactive activities. See "Just Three Words"

∗

Track who is talking so you can call on those who have not had a chance/chosen to speak up.

∗

Use people's names to get their attention.

∗

If the group gets off the agenda, refocus but take note of the side issue for later attention. 55

145

Telephone Conversation

∗ ∗

Break up long stretches of one speaker When appropriate, go "around to circle" for inclusive participation

∗

Consider "break out sessions" where pairs get off the main call, call each other, interact and call back on to the phone bridge.

∗

For decision-making processes, restate or repeat key issues as they are honed down to a decision point.

∗

If your participants can be online at the same time they are on the phone, consider web-based collaboration tools to create shared electronic notes, flip charts, etc. Sometimes allowing "side chats" or "chat breakouts" can increase participant engagement.

∗

Generally, the larger the group, the more directive your facilitation needs to be to keep a small number of people from dominating the call. During the call, stop and ask for feedback.

∗ ∗

If you don't want to ask each person to respond to a general query ("do you understand the new procedure?"), ask questions such that silence means assent. There is a drawback to this technique in that sometimes silences does not truly mean assent and understanding can be lost.

∗

Share leadership duties to help less engaged people become more involved in the call. Ask individuals to "lead" sections of the agenda.

∗

Assign people different roles - note taker, timekeeper, "keeper" of unanswered questions, etc.

Interactive Techniques Brainstorming - ask participants to note down other's contributions to a brainstorm. After the brainstorming period is done, ask people to comment on the words people chose to express their ideas. Help the group look for convergence and divergence around the creative process. Horrors and Exceptional Situations - For skills training. People often are happy to share horror stories around a skill or issue that can help groups discern what NOT to do. But often they miss the examples of what works. Ask groups to break out (see telephone break out tips) and identify 2-3 HORROR and EXCEPTIONAL SUCCESS stories. Reconvene and note the behaviors that lead to both the positive and negative outcomes. Review and debrief at conclusions. Include what was learned in the call notes. Telephone Break Out Techniques - Pair up participants in advance and share a phone list. During the call, assign a task to the pairs, have the pairs get off the main call and work for 10 minutes and return to the main number at a stated time to report/debrief the activity. 56

"Just Three Words" - Phone comments can drag on, especially for large groups. This game originated as an online text technique but

146

works well to surface a sense of the group and get fast feedback. The technique is to do a round of comments from everyone on the call with the constraint that they can only use three words in their response. For example, at the end of the call you might say "what three words describe your experience of today's call?" The notes from these exercises can then be later reviewed and observed for similarities, differences and patterns.

Voice Mail, Video Conferencing and Conference Calls

"The Clock" - "The clock" can be used on conference calls to help people get and keep a sense of place and participation in a disembodied conference call. It can be used with structured online chats as well. Ask every one to draw a circle on a piece of paper and mark the hours like a clock. Then, each person is assigned a spot on the "clock" as they join the group. So the first person is 1 o'clock, the second 2, etc. If there are more than twelve, start adding 1:30, 2:30 etc. Use this initially to create a speaking sequence for introductions, and then use it to ensure everyone speaks. Participants can make notations by names and use it as a visual tool to match names/voices/input. If you are doing multiple rounds of "speaking" vary the "starting position" on the clock. Location Maps - For widely distributed groups that meet regularly; create a map with pictures of the participants near their location on the map. Distribute to the group or publish on a web page. "Side" Conversations - If someone wants to comment directly to a previous speaker, they can use that person's name to focus their attention. "Supriya, I am not sure I agree with that approach…." Closure. Take minutes and use for follow up. Distribute as soon as possible after the meeting and highlight follow up steps and responsibilities. Recap meeting or next steps as appropriate. Offer opportunity for final/closing comments. End the call promptly, particularly with phone bridges with timed access. Evaluation/Feedback →

Use some form of feedback or evaluation tool to help improve subsequent calls. A simple "after action review" (what did we intend to do, what did we do, what would we do differently) can be done at the conclusion of a call, or could be done with forms or email post-call.

→

"Just Three Words" - ask each person for three words that describe their experience on the call.

Activity 2 Based on the reading passage, mark these statements as true or false. 57

147

Telephone Conversation

i

To accomplish the same task, you need more time for a conference call than you do for a face-to-face conference.

ii

All participants should review the agenda before the call.

iii

Participants need to be told beforehand if you are offering a toll free number or if they are responsible for long distance call costs.

iv

It is not possible for hearing-impaired people to participate in such conferences.

v

You can distribute supporting documents/files at the start of the call.

vi

To keep track of who said what, establish protocol of announcing name when taking a turn speaking.

vii

Using people’s names is a quick way of getting their attention during the call.

viii

Never stop and ask for feedback during the call, it wastes time.

Activity 3 Drawing from your understanding of the text, complete the following sentences in your own words. 1

Considering the fact that that there is always a chance of technology failure, however good your arrangements for the conference, you must always _____________________________________

2

Consider time zones when scheduling a conference with people ______________________.

3

_________________________________________________________ _________________ to help less engaged people to get more involved.

4

The “Just three words” technique helps to _______________________ ____________________________.

5

__________________________________________to all participants before ending the call.

6

Feedback or evaluation is necessary ___________________________ _________.

8.3

READING II: VIDEO CONFERENCING

Pre-reading Activity 4 58

148

Before you read the following passage, check how much you know about video conferencing by doing this simple exercise. Below are given some statements to be marked ‘True’ or ‘False’ according to you. i

Video conferencing can only be done with people in the same city.

ii

The best chair placement for a video conference is a circular

Voice Mail, Video Conferencing and Conference Calls

arrangement with participants sitting around a round table. iii

During a video conference it is best to keep windows open so that the room is well lit as the video is clearer in a brightly lit room.

iv

One can take the help of visual aids like images and data on the computer, the white board etc. during such a talk.

v

Arranging for a video conference is much more complicated and takes much longer than arranging for a face-to-face meeting.

vi

It is better to be dressed in sober, pastel colors, as bold and bright colors can cause distracting visual effects.

vii

The party that is not speaking should mute the microphone in order to save electricity.

viii

There is always a delay in a video conference, however sophisticated the technology.

Reading What is Video Conferencing? A videoconference is a form of telecommunication which simultaneously allows two or more locations to interact via two-way audiovisual transmissions. It helps people sitting at different sites to come together for a meeting. This meeting may be between two people, each in his/her private office, or it may involve several sites with more than one person in large rooms at different sites. These sites may be anywhere in the world. It helps share not just ideas in a discussion, but also documents, and information displayed on the computer or on a whiteboard. The Need for Planning Some amount of planning needs to be done for a video conference, though there is nothing really complicated about it, and it would generally take the same amount of time as it would for a face-to-face meeting or a telephone conversation. Some key things to note are given below. ƒ

Make a note of the number of people and locations participating in the video conference.

ƒ

Make an agenda to circulate among all participants before the meeting. Mail this to all other sites too. 59

149

Telephone Conversation

ƒ

See that lighting is appropriate. Diffused lighting is preferred so that light is evenly distributed and shadows are minimized. Draw drapes or blinds to cover windows.

ƒ

Ensure that chair placements are such that all participants are visible in the camera’s field of view. A U or V shaped arrangement, facing the camera, is usually the most suitable.

ƒ

It is advisable for participants to wear neutral colors as bright colors and complex patterns can be distracting.

ƒ

Call each location 15-20 minutes prior to the scheduled start time to make sure you are all connected.

ƒ

Do a test call before the meeting to ensure that lighting, chair placements and microphone placements are all optimal.

ƒ

See that all participants are seated before the session begins to avoid going in and out during the call.

During the Call The planning is all done, but for the video conference to go off smoothly, there are a few precautions to be kept in mind during the talk. ƒ

While in a video conference, as in any meeting, avoid side talking, walking in and out of the room, typing, or doing any other work that distracts or causes sound disturbance.

ƒ

If more than two sites are participating, it is advisable that sites that are not talking mute their microphones so as to minimize disruption due to noise.

ƒ

Remember that there is a short time delay in video conferencing. This is why it is important to leave a longer pause between two speakers than in a face-to-face or telephonic conversation. Wait till the other person has clearly finished before you continue the conversation.

ƒ

Always make a verbal response, as visual ones, like nodding or shaking the head may go unnoticed.

Check your progress 1 1

Redo Activity 4 based on what you have understood from the passage. ………………………………………………………………………….. …………………………………………………………………………..

60

…………………………………………………………………………..

150

………………………………………………………………………….. ………………………………………………………………………….. 2

What, according to you are the advantages of video conferencing? …………………………………………………………………………..

Voice Mail, Video Conferencing and Conference Calls

………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

8.4

READING III: VOICE MAIL AND ANSWERING MACHINE

The Advantages of Voice Mail Often when you telephone somebody, you may hear a recorded voice informing you of the person’s inability to take your call, and asking you to leave your message after a beep. This is what we call the voice mail service, though in some cases it may still be the old answering machine. While earlier people used only the answering machine to leave messages, the voice mail, which is far more sophisticated and with many more functions, is fast replacing the traditional answering machine. Basically, whereas the user had to be physically present near the machine to retrieve messages from the answering machine, the voice mail allows you to listen to your messages from anywhere using a central number that lets you access your account. Voice mail offers many communication advantages over the answering machine, apart from the ability for users to check their messages remotely. Voice mail users can easily save, delete and archive messages, again using simple keypad entries. Voice mail systems often also incorporate caller ID features, such as the number from which the message originated, as well as the date and time of the call. In some cases, users can then choose to instantly reply to a message, especially if the person who left the message has a voice mail box on the same system as the recipient. Leaving a voice mail message is a simple task. Just remember to keep it short and succinct. Be prepared to leave a message, do not fumble, stutter or repeat unnecessarily, and speak clearly. Leave out the parts that are not so important, they can be brought up when you have the opportunity to speak to the concerned person. Do not repeat, but you may need to spell out difficult words, especially proper nouns that the listener may not be familiar with. If you need to leave an address for mailing, remember to add the postal pin code. Keep the listener’s perspective in mind while leaving the message, especially if you are making a sales call.

61

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Telephone Conversation

One important thing to keep in mind while leaving a voice message is the need to maintain data security. You do not ever leave any information regarding somebody’s invoice number, any figures such as the amount, or even credit card, passport or driving license details, if they are available to you. All of this information is regarded as sensitive data and falls under data protection acts in most countries. Check your progress 2 1

List the advantages of voice mail over the answering machine. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

2

What are things one must keep in mind while leaving a message on somebody’s machine. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

8.5

LISTENING: DEALING WITH VOICE MAIL

Reading III outlined some points to keep in mind while leaving a voice mail message. You now have the opportunity to practice these with the following two exercises, one of which requires you to assess messages left, and the other needs you to prepare your own. Check your progress 3 Listen to two voice mail messages below and do a comparative evaluation based on the qualities they should have, as outlined in the reading passage above. Add any more that you might think of. Which of the two voice mails, according to you, has these and which does not? Listening 1: A sales person calling a management consultant. Listening 2: Another sales person calling the same management consultant. ………….………………………………………………………………………. 62

………….……………………………………………………………………….

152

………….………………………………………………………………………. ………….………………………………………………………………………. ………….………………………………………………………………………. ………….………………………………………………………………………. ………….……………………………………………………………………….

Voice Mail, Video Conferencing and Conference Calls

………….………………………………………………………………………. ………….………………………………………………………………………. ………….……………………………………………………………………….

8.6

WRITING AND SPEAKING

Here is a sample voice message. Read it carefully and notice that, as explained in the reading passage, you do not leave sensitive information in a voice message. Sample: Hi Bill (customer’s name), this is Anusha (agent’s name) calling from Accounts Receivable at ABC Finance Please do call me back on 1-800 071 5914. The reference number is ABC 12345 Thank you. Activity 5 Now read the situations below and prepare the message you will leave on the voice mail. For further practice, speak out the message clearly. Situation 1 You are Ajay from Accounts Payable at ABC Finance. You would like to speak with Patty Smith, regarding the payment of her credit card bill. This is what you hear. Write down the voice message that you will leave for her. “You have reached the answer phone of Patty Smith. I am away on a business trip and will not be available until Wednesday, the 15th of August. Please leave your message after the beep and I will get in touch with you on my return. Thank you.” Situation 2 You have seen the following advertisement of a company that deals in office furniture, and decided to order a catalogue.

63

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Telephone Conversation

Fine Lines Office Furniture At never-before prices Call 011 24532543 now for a FREE catalogue When you call them, this is what you hear on the voice mail. Write down the message you will then leave on the machine. Remember, this is only practice; in reality you do not get time to write down the message before speaking it out. “Thank you for calling Fine Lines Office Furniture. To receive your free catalogue, please leave your name and address, along with the pin code, after the beep. Please spell any difficult words. Your catalogue will be delivered to you within seven working days. Thank you for calling.”

8.7

LANGUAGE FOCUS: IDIOMS USING THE WORD ‘BUSINESS’

All our interactions in this course are about business. Do you know that there are several idioms about ‘business’ in the English language. An idiom is a phrase where a group of words together have a meaning that is different from the meaning of the individual words. Idioms help make the language more colorful and interesting, often adding a much-needed touch of humor. Activity 6 1

64

Here are some idioms using the word ‘business’. Try guessing their meaning! i ii iii iv v vi vii viii ix x xi xii xiii xiv

keep nose out of (someone’s) business business as usual business before pleasure get down to business go out of business I'll thank you to mind your own business have no business doing to go about (your) business open for business monkey business mix business with pleasure to mean business strictly business business is business

154

xv 2

none of (your) business

In the box below are meanings of these idioms. Match each one of the above with what you think is its meaning, then check your answers with the answer key. Some of them have the same meaning. business is meant for profit and not personal beliefs, a matter that is only related to business, everything running normally, work comes first, ready to do business, to be serious about something, silliness

8.8

don’t be inquisitive, not of (someone’s) concern, to stop doing business for lack of success, be wrong to be doing something, to combine work with enjoyment, get serious and start working, to do what you usually do

Voice Mail, Video Conferencing and Conference Calls

VOCABULARY: COMPOUND WORDS

A compound is a word or expression that has a single meaning but is made up of two or more words. A compound adjective is an adjective which is made up of two parts and is usually written with a hyphen e.g. face-to-face meeting. Two-way audio-visual transmission. Its meaning is usually clear from the words it combines. Here are some other useful compound adjectives: air-conditioned long-distance record-breaking

long-standing time-consuming part time

Activity 7 Fill each of the blanks to form a compound adjective and then make sentences with these adjectives. i

______________ - minded …………………………………………………………………………..

ii

______________ -sighted …………………………………………………………………………..

iii

______________ -centered …………………………………………………………………………..

iv

______________ -produced

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Telephone Conversation

………………………………………………………………………….. v

______________ - headed …………………………………………………………………………..

vi

______________ -paid …………………………………………………………………………..

vii

Head-______________ …………………………………………………………………………..

viii

Laid -______________ …………………………………………………………………………..

ix

Top -______________ …………………………………………………………………………..

x

______________ -down …………………………………………………………………………..

8.9

GRAMMAR: GERUNDS

Read the sentences given below from the Reading Text 1: 1 2

Some amount of planning needs to be done for a video conference… While in a video conference, as in any meeting, avoid side talking, walking in and out of the room, typing, …

The underlined words are called gerunds. Gerunds are the –ing form of a noun. They can be the subject or object in a sentence. In sentence 1 the gerund planning is used as the subject as it comes before the verb needs. In sentence 2 side-talking, walking and typing are gerunds used as objects of the verb avoid. Gerunds are always used after certain verbs. The most common of these verbs are given in the table. avoid

can’t stand

dislike/like

suggest

can’t bear

don’t mind

rise

keep on

can’t help

avoid

enjoy

prefer

postpone

practice

finish

love/hate

Some verbs can be used with either a gerund or an infinitive without any change of meaning. 66

begin

continue

start

love

156

hate

like

intend

need

Tarun continued working late into the night. Tarun continued to work late into the night. I intend going on a long vacation I intend to go on a long vacation. Gerunds are also used after prepositions. difficulty in keen on bored with

worry about capable of apologize for

insist on succeed in look forward to

believe in amount of serious about

I had a lot of difficulty in finding my way here. She insisted on paying for the book. We look forward to meeting you again. Wasim is capable of making the presentation.

Voice Mail, Video Conferencing and Conference Calls

Check your progress 4 Complete these sentences using the gerund form of the verbs given in the box. Wonder Resign Warn i ii iii iv v vi vii viii ix x 2

Work Steal Deal

Fly Service

Read Walk

There is nothing wrong with the car. It just needs …………………………. Do you remember ……………………an article in the newspaper on corporate responsibility? You’re spending so much! I can’t help ……………… where you get all that money. I will never forget ………………into my office on my first day at work. Mr. Santosh couldn’t get the next job easily and soon regretted …………………from the job. A packet of cigarette carries a Government Health …………………. We have stopped………………...with those stationers as they don’t provide the books on time. I like …………….with my new team leader as he gives me a lot of space. He was afraid of …………….., so he always took the train. He strongly denied ……………the data, although the evidence pointed otherwise.

Write about six things you love or hate doing. Make use of the –ing form of the verb. One is done for you. i

I love reading my email first thing in the morning.

ii

………………………………………………….……………….

iii

………………………………………………….……………….

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Telephone Conversation

iv

………………………………………………….……………….

v

………………………………………………….……………….

vi

………………………………………………….……………….

vii

………………………………………………….……………….

8.10 PRONUNCIATION: STRESS PATTERNS IN ENGLISH WORDS-II Suffixes of words also affect the stress pattern. These are of two types: those that attract the main stress on themselves, and those that have the main stress at a fixed distance from them. A Suffixes that have the main stress on themselves. 1

2

3 4

B

-eer e'lection 'profit –esque 'picture 'statue –ee ╷addre'see –ese ╷Assa'mese

e╷lectio'neer ╷profi'teer pictu'resque ╷statu'esque ╷

e╷xami'nee Japa'nese

╷

Suffixes that have main stress at a fixed distance from them The main stress is on the syllable immediately preceding the suffix. 1

2

3

4

68

–ial 'confidence 'essence 'industry 'office 'president –ian 'library 'music pho'netics –ic, -ical a'cademy 'grammar 'patriot 'sympathy –ion ap'ply 'civilize 'decorate ex'amine

confi'dential e'ssential in'dustrial of'ficial ╷presi'dential li'brarian mu'sician ╷phone'tician ╷aca'demic gram'matical ╷patri'otic ╷sympa'thetic

appli'cation ╷civili'zation ╷deco'ration ex╷ami'nation ╷

158

i'magine op'pose pre'pare 5 –ity 'able 'curious 'equal 'generous 'moral o'riginal 'possible 'stupid Check Your Progress 5

i╷magi'nation ╷oppo'sition ╷prepa'ration a'bility ╷curi'osity e'quality ╷gene'rosity mo'rality o╷rigi'nality ╷possi'bility stu'pidity

Given below are a few words and a few other words which are derived from them. Mark the stressed syllables in all these words. After you have checked your answers say each word with the correct stress pattern. You can also listen to these words on the audio recording. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

abdomen accept accident advance advantage beauty baptize bounty behave capable capital confess connect crucify depart discipline disclose establish forgive honour

-

abdominal acceptance accidental advancement advantageous beautiful baptism bountiful behaviour capability capitalize confession connection crucifixion departure disciplinarian disclosure establishment forgiveness honourable

-

acceptability accidentally

-

beautifully

-

honourably

Voice Mail, Video Conferencing and Conference Calls

8.11 LET US SUM UP In this unit we have learnt about the changes modern technology has brought about in how we do business. The advantages of conference calls, video conferencing and using voice mail are many. As a result of the advantages of these technologies, the world has shrunk and distances have become almost irrelevant. These technological advances are of great benefit, but we need to remember that to use any new method, one must learn to prepare for it. Because the technology is fast, preparation is paramount. The key to 69

159

Telephone Conversation

becoming comfortable with these aids is to learn to master them and not to get over-awed by them.

8.12 ANSWERS Activity 2 i

To accomplish the same task, you need more time for a conference call than you do for a face-to-face conference. True

ii

All participants should review the agenda before the call. True

iii

Participants need to be told beforehand if you are offering a toll free number or if they are responsible for long distance call costs. True

iv

It is not possible for hearing-impaired people to participate in such conferences. False

v

You can distribute supporting documents/files at the start of the call. False

vi

To keep track of who said what, establish protocol of announcing name when taking a turn speaking. True

vii

Using people’s names is a quick way of getting their attention during the call. True

viii

Never stop and ask for feedback during the call, it wastes time. False

Activity 3 Complete the sentences: 1

Considering the fact that that there is always a chance of technology failure, however good your arrangements for the conference, you must always have a backup plan.

2

Consider time zones when scheduling a conference with people from different countries.

3

Share leadership duties (by asking people to “lead” sections of the agenda) to help less engaged people to get more involved.

4

The “Just three words” technique helps to get everyone’s comments in a few words.

5

Offer opportunity for final/closing comments to all participants before ending the call.

6

Feedback or evaluation is necessary to help improve subsequent calls.

70

160

Activity 4 i

False - Video conferencing can be done with people anywhere in the world.

ii

False - The best chair placement for a video conference is U or V shaped one.

iii

False - During a video conference it is best to keep windows shut and curtains drawn because strong light creates distracting images.

iv

True

v

False - Arranging for a video conference is not more complicated or time-consuming than arranging for a face-to-face meeting; it only

Voice Mail, Video Conferencing and Conference Calls

sounds so. vi

True

vii

True

viii

True

Check your progress 1 2

Advantages of video conferencing: i

You can talk to people sitting at several sites at the same time. These sites may be in any country of the world.

ii

Because it is an audio visual medium, people can share slides, documents, data or information on the white board or computer etc. even with people sitting at great distances from each other.

iii

It combines the advantages of face-to-face and telephonic conversation.

iv

It is expeditious and saves a lot of time.

v

It also saves a lot of money in terms of travel expense.

Check your progress 2 i

1

The listener need not be near the machine, s/he can listen to the message from anywhere.

ii

Messages can be saved, deleted, and archived.

iii

Voice mail systems can have caller ID features like the place from which the message originated, date and time of call.

iv

With the more sophisticated systems, you can instantly reply to the message.

2

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Telephone Conversation

a

Keep it short and to the point, leave out details.

b

Do not fumble, stutter or repeat unnecessarily.

c

Spell out the difficult or unusual words.

d

If leaving a mailing address, add the postal code.

e

If it is a sales call, focus on the prospective client’s need, not your or your company’s profile.

f

Do not leave sensitive information like invoice number, amount, or details of credit cards, driving license or passport, on the voice message.

8.5

LISTENING – DEALING WITH VOICE MAIL

Listening 1: A sales person calling a management consultant: (The person speaking does not sound very confident and pauses a lot) "Hello Mr. Dua. This is Ravi Khare. I'm a senior consultant with Powersoft. We are India’s largest provider for audio, web and video conferencing services. We have several multinational clients and also have a presence in several western countries. I…er…I basically wanted to…err… introduce myself to you. Please call me when you have some time. I would like to discuss with you regarding your video conferences, because I have some ideas which I am sure you would like to use. Sir, my number is 9991112345. Once again, this is Ravi Khare from Powersoft. You can also check out our website at www.powersoft.com. I will look forward to hearing from you. Listening 2: Another sales person calling the same management consultant: (The person speaks clearly and confidently) Hello, Mr. Dua. This is Lalit Kumar from Telecon Services. We’re a US based web and video conferencing concern. Sir I’ve learnt that your consultations are chiefly over teleconferences. I would like to discuss a few ideas for these that we have used very successfully with some of our corporate clients. I could come over and meet you at any time that’s convenient for you. My number is 9001423516. I’ll try getting back to you again later as well. Check your progress 3 A comparative evaluation i

The first message is longer than it should be, with unnecessary repetitions; the second one is short and to the point.

72

162

ii

The speaker is not here to sell himself but the product, so the person in (1) need not have given his designation. It unnecessarily increases the length of the message and sounds as if he is showing off and trying to impress the listener.

iii

The same goes for his information about his firm being the ‘largest provider in India’. The person in (2) only says that it is a multinational.

iv

Both refer to his video conferencing needs, so both seem to have done some homework on the client, but (2) states this much more clearly.

v

The person in (1) fumbles and repeats himself, whereas the one in (2) speaks clearly and confidently, with no repetitions.

vi

It seems the speaker in (1) is more concerned about talking about his firm, whereas the one in (2) is more concerned about fulfilling the

Voice Mail, Video Conferencing and Conference Calls

client’s needs. His message is clearly client-centric, as opposed to (1) which centers round his own firm. Activity 5 1

Hi Patty (customer’s name), this is Ajay (agent’s name) calling from Accounts Payable at ABC Finance Please do call me back on (contact number) The reference number is ABC 12345 Thank you.

2

This is Deepak Kshatriya from Amir Ali Associates. Please mail the catalogue to Deepak Kshatriya, that’s K-S-H-A-T-R-I-Y-A, Amir Ali Associates, 103 Nepala Towers, that’s N-E-P-A-L-A Towers, Jayant Place, New Delhi 110 008. Thank you.

Activity 6 i

don’t be inquisitive

ii

everything running normally

iii

work comes first

iv

get serious and start working

v

to stop doing business for lack of success

vi

don’t be inquisitive

vii

be wrong to be doing something

viii

to do what you usually do

ix

ready to do business

x

silliness

xi

to combine work with enjoyment 73

163

Telephone Conversation

xii

to be serious about something

xiii

a matter that is only related to business

xiv

business is meant for profit and not personal beliefs

xv

not of (your) concern

Activity 7 i

broad-minded

ii

short-sighted

iii

self-centered

iv

mass-produced

v

pig-headed

vi

well-paid

vii

Head-on

viii

Laid -back

ix

Top-secret

x

run-down

Check your progress 4 i ii iii iv v vi vii viii ix x

servicing reading wondering walking resigning warning dealing working flying stealing

Check your progress 5

74

1 2 3 4 5 6 7 8 9 10 11 12 13 14

'abdomen ac'cept 'accident ad'vance ad'vantage 'beauty bap'tize 'bounty be'have 'capable 'capital con'fess con'nect 'crucify

ab'dominal ac'ceptance ╷acci'dental ad'vancement ╷advan'tageous 'beautiful 'baptism 'bountiful be'haviour capa'bility capi'talize con'fession con'nection ╷cruci'fixion

ac╷cepta'bility ╷acci'dentally

164

15 16 17 18 19 20

de'part 'discipline dis'close e'stablish for'give 'honour

de'parture ╷discipli'narian dis'closure e'stablishment for'giveness 'honourable

'honourably

75

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Business Correspondence

3 MODULE

A course book for students doing Diploma in

Business Process Outsourcing

Brought to you by ABHIJIT KUMAR MISRA

166

UNIT 9: MODES OF COMMUNICATION Structure 9.0 9.1 9.2 9.3 9.4 9.5 9.6 9.7 9.8 9.9

Objectives Warm up Reading: Different Styles of Communication Language Focus: Idioms Listening Writing Grammar: Phrases and Clauses Pronunciation: Functional Stress Let Us Sum Up Answers

9.0 OBJECTIVES In this Unit you will learn about: • •

• • •

Basic forms of communication ƒ Verbal and Non-verbal Styles of communication ƒ The relater ƒ The socializer ƒ The thinker ƒ The director Barriers to Communication Usage of some idioms Difference between phrases and clauses

9.1 WARM UP Activity 1 1

Before we begin to learn about the modes and styles of communication, it is important to know what this word means. Does it mean: − − − −

Sharing/ exchanging information, feelings, thoughts etc. with others? Imparting/transmitting news, information, ideas, motions etc.? Having means of passage or to be connected? Succeeding in conveying one’s meaning? Does the word ‘communication’ mean any one of the above meanings or all of them? Well, it means all of the above.

2

Think about the following: i ii

How can you communicate effectively? Think of an instance when your meaning was distorted because of miscommunication.

5

167

iii

Business Correspondence

3

Did it create a ‘comedy of errors’ or lead to a ‘sad situation/sorry state of affairs’? How will you react when faced with the situations given below? Give your answers in both media, verbal and non-verbal. The first one has been done for you. i

Your grandparents have come to visit you. You will greet them verbally by saying ‘namaste’, ’salaam’ etc. The non verbal greeting would be a warm hug, a welcoming smile and/or touching their feet in respect. The communicative mode is thus a mix of both formal and informal.

ii iii iv v vi

You have gone with your friends to see a film. You meet your teacher at the theatre who is going to administer a test the next day. You meet an old friend unexpectedly at a restaurant. You want to complain to the municipal authorities about the increasing menace of stray animals in your area. Your boss has asked you about the marketing strategies your team has adopted regarding the latest product of the company. You have to visit your boss who has lost his father recently.

You must also mention whether you want to use the formal or informal mode of communication.

9.2

READING: DIFFERENT STYLES OF COMMUNICATION

Read the text below and then answer the questions that follow: Styles of Communication The way in which we express ourselves is our style of communication. Consider the situation of a delay in the departure of Rajdhani train. The different ways of reacting to this situation are: a

Some people become very angry and show it through their facial expressions and body gestures. They may walk up to the customer help desk and shout at the person sitting behind the counter, using bad language and a rude tone.

b

Others may react in a passive way by shrugging their shoulders and resign themselves to a long wait.

c

Some others may walk up to the counter and try to enquire about the cause of delay. They may probably be given the option of refund of fare or a food voucher and they will, in all probability, walk away smiling. The situation is the same for all groups yet the reactions are differently conveyed. In order to communicate effectively it is important to

6

168

understand our own style of communication which could fall into any one of the above categories or be a combination of these styles. The Relater

Modes of Communication

For such people the focus is relating to people and building interpersonal relationships. They are easy to work with and are cooperative. They are ready to provide a listening ear and help out others. They do not like conflicts, disagreements or arguments and prefer to have matters sailing smoothly. They may not be amenable to change if it upsets their smooth pattern of working (this could work negatively). How to deal with them: • • •

Share personal experiences or common interests with them Build a rapport with them While discussing any matter, impress upon them and focus on how changes may affect relationships

The Socializer They are enthusiastic, expressive individuals who value relationships, social acceptance and personal prestige. They are useful to have on a team as they can motivate others and work well in a group. Their focus on the larger picture rather than on smaller details can prove to be negative at times. They dislike routine and prefer change and challenges. For them, disagreements are a matter of spirited discussion rather than a setback. They often make decisions based on their intuition rather than on facts. How to deal with them: • • • •

Try and keep pace with them Be patient and bring them to the main subject when they stray from it Involve them in group activities Keep a watch on them if they have been assigned any job independently

The Thinker They are systematic, logical people with a tendency to focus upon facts and figures. They approach problems in a precise methodical way and prefer to work independently. They could lose sight of the larger picture in their efforts to focus on details. Emotions and conflict have no place in their scheme of working. They are not very open to change and need time to adjust to it. How to deal with them: • • •

Present new ideas in a logical format backed with data and evidence Do not rush them in conversation or in work In case of changes taking place help them by presenting a logical explanation as to why the changes are necessary

The Director

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Business Correspondence

Such people tend to be forceful, dominating and aggressive. They are bold, direct and don’t believe in a soft approach. They believe that achieving a goal is more important than focusing on the ways to accomplish it. It is not a matter of concern for them if a few people are hurt in the process. For them, people and emotion are secondary to the goal. They handle conflict mainly by imposing their ideas upon others. They may not be able to work as a team as they are confrontational and not open to listening to other people’s views. How to deal with them: • • • •

Do not ramble, get to the point directly Communicate your ideas clearly and quickly Relate your ideas to the set goals If working in a group with them, try to maintain peace and amicability as such people disrupt smooth functioning with their aggressive behavior

Check your progress 1 1

Answer the following questions: i

Mention any 2 characteristics of relaters and say how you can handle them. ……….………………………………………………………… ……………….……….………………………………………… ……………………………….……….………………………… ………………………………………………………………….

ii

Does ‘socializers’ mean socially acceptable people? What are the ways of dealing with them? ……….………………………………………………………… ……………….……….………………………………………… ……………………………….……….…………………………

iii

Thinkers are obviously people who think their way through things. Does this mean that they have intellectual abilities but no heart? How will you deal with them? ……….………………………………………………………… ……………….……….………………………………………… ……………………………….……….………………………… ………………………………………………………………….

iv

Suppose your colleague at work is dominating and aggressive in his manner. Into which category or type would you put him? What will you do to ensure smooth functioning of work? ……….………………………………………………………… ……………….……….…………………………………………

8

170

……………………………….……….………………………… …………………………………………………………………. 2

Find words from the passage which mean the same as the words/phrases given below: i ii iii iv v vi vii viii

Modes of Communication

Responding A gesture to show disinterest To accept something because you feel that you cannot change the situation Willing to do something A special bond / an affinity Showing great energy and determination Instinct, unexplained feeling Someone behaving in an insistent and forceful way without caring for other’s feelings

Check your progress 2 Look at the table given below. Some parts are filled in while others remain empty. Fill in the gaps with suitable and appropriate information. You will have to assess and think about the information asked for. Check your answers with the ‘Answers’ provided at the end of the Unit. Factors

Types Relaters

How to recognize them

Socializers

Directors

Helpful, like positive attention, want people to like them

Tend to ask: Why, How, What, Who? (Choose the correct question type) Don’t like What they dislike people to be uncaring towards them, hate rejection

Who? (The personal, dominant question)

Reaction to pressure

Become argumentative and try to sell their ideas

What? (The result oriented question)

Don’t like boring explanations, or too many facts and figures

Become more dominating and take charge and control Provide lots of data and information

Best way of dealing with them Like to be measured by

Thinkers

Friends, close relationships

Results achieved, goal oriented

9

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Business Correspondence

Best results with

Inspire and encourage them to better and bigger accomplishments

Structure a framework or “track” to follow

9.3 LANGUAGE FOCUS: IDIOMS Activity 2 Read the dialogue and match the idioms (underlined) with their definitions given afterwards. For example: Mr. Sharma is talking to his co-workers about asking the boss to get a new photocopying machine for the department. He says: “We should sound out the boss about procuring a new photocopying machine”. The idiom ‘sound out’ means ‘to find out what the boss thinks about the idea’. In the Reading passage, we have an example ‘Shrugging their shoulders which is a gesture showing disinterest’. Reena: Hello Ria. I have been looking for you. How do we plan for Rini’s surprise birthday party? Ria: Well, between you and me (i), the ‘surprise’ element may not be present any longer. Reena: You have got to be kidding (ii)! Ria: Without beating about the bush (iii), let me just say that she’s got wind of (iv) the surprise party. Reena: I see that we have hit a snag (v) in the program. How did that happen? Ria: I’m not sure. Someone who was in the loop (vi) may have let her in (vii) on it. Why don’t you find out about it? I wanted to ask Rini about this. But I’ve been unable to get through (viii) to her. I’ll be in touch (ix) with you after talking to her and then we can compare notes (x). Reena: Okay, but let’s come up with something (xi) and save the day (xii). Definitions: 1 Having knowledge or information of and involvement in something. 2 To reveal a secret. 3 To find out something that was a secret or not known earlier. 4 Private. 5 Do something to solve a serious problem. 6 To make contact with someone by telephone or other means. 7 To avoid talking of the main matter or issue by talking about other things. 8 Share opinions or information with someone on any matter. 9 In communication with someone. 10 Not being serious. 11 To experience a problem or difficulty. 12 To think of a solution.

9.4 10

LISTENING

Activity 3

172

Listen to the tape script and answer the questions given below: 1

Fill in the blanks with appropriate words/phrases: i

The 5 barriers to communication are: (a) …………………….. (b) ………………………….. (c) …………………………….

Modes of Communication

(d) …………………….. (e) ….……………………... ii

The first barrier means …………………..…………………, ………………………. and ……………………………………

iii

This barrier is present because of our individual ways of ……. …………………………………………..

iv

As children, we have always been told to …………………….. ………………………. and not to ……………………………... ……………………..……………………..

v

In global communication it is considered rude to ……………. ……………………………………...

vi

Indians do not always understand the …………………….. …. of British and American English.

2

Listen to the recording again and give one word answers to the following phrases: i ii iii iv v

that which hinders or obstructs incorrect/faulty communication a person’s way of seeing the world around her/himself relating to people’s state of mind what human beings use for communicating

9.5 WRITING Activity 4 Given below is a list of telegrams that have come to the company’s office. You have to write them out in complete sentences. The first one has been done as an example. i

Consignment arrived rail freight yesterday stop one package damaged another defective. The consignment of goods has arrived by freight railway yesterday. However, one package is in a damaged condition and another contains defective goods.

ii iii

Garment company rep expected Delhi 9.00 flight No response from computer maintenance company stop send reminder letter or phone

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Business Correspondence

iv v vi

Sewa Company cheque cleared SBI stop supply goods earliest Purchase Dell computers stop Normal order procedure Receive Managing Director at IGI Airport 18 hours flight from Hong Kong stop take him company guest house stop arrange room and food earlier

9.6

GRAMMAR: PHRASES AND CLAUSES

Study the following sentences: 1

a b

They are useful to have on a team. They are useful to have on a team as they can motivate others.

2

a

On his way home from college, Adit stopped at M-Block market. While he was coming home from college, Adit stopped at MBlock market.

b 3

a b

I will meet you in your office. I will meet you when you come to my office.

These are phrases useful to have on a team on his way home from college in your office These are clauses as they can motivate others while he was coming home from college when you come to my office The following table will show you the difference between clauses and phrases. Phrases

Clauses

A meaningful group of words

A meaningful group of words

Has no predicate

Has a subject and a predicate

Has no finite verb

Has a finite verb

Dependent on another part of the Dependent on another part of the sentence for completing meaning

sentence for complete meaning

Forms part of a sentence

Forms part of a sentence

A sentence has all the features of a clause but can stand alone as an independent sentence e.g. Rohan hit a number of boundaries. Check your progress 3 12

174

1

Say whether the underlined parts of the following sentence are phrases or clauses. i ii iii iv v vi vii viii

2

Murphy et al suggest that communication is a process of transmitting and receiving verbal and non-verbal messages. The tops of the mountains were covered with snow. He has a chain which is made of gold. When you send a message to a receiver there are several options available to you. He finished his work and went home to sleep. We all ran into the foyer when we heard a bang. I will meet you very soon in the school. She came back early from work because she was not feeling well.

Modes of Communication

Complete the following sentences with phrases or clauses as indicated in the brackets. i

Mithu has a chain ……………………... (clause)

ii

……………………..Rajni stopped at Mr. Kumar’s shop to give him the good news. (phrase)

9.7

iii

I showed her the house ……………………... (clause)

iv

They returned ……………………... (phrase)

v

We cannot go out ……………………... (clause)

vi

…………………… we are playing the Chennai team. (phrase)

vii

……………… his mother gave him some fruit to eat. (clause)

viii

I will meet you …………………………. (phrase)

ix

The sun rises …………………………. (phrase)

x

I don’t know ………………………... (clause)

PRONUNCIATION: FUNCTIONAL STRESS

There are a number of two syllable words (but certainly not all of them) which function both as noun (or adjective) and as verb, e.g., conduct, convict, etc. Whenever such words occur in sentences, the stress is (a) on the first syllable when they are used as noun or adjective, and (b) on the second syllable when used as verb. The following examples illustrate the point. Listen carefully to the stress on the words in italics: i

(a) (b)

Her 'conduct is good. (noun) She con'ducts herself well. (verb)

ii

(a) (b)

What is our 'import policy? (adjective) We im'port this item from the USA. (verb)

iii

(a)

He was 'present here yesterday. (adjective)

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Business Correspondence

iv

(b)

Please pre'sent your case. (verb)

(a) (b)

Tell me the 'object of your visit. (noun) I ob'ject to your proposal. (verb)

v

(a) (b) Activity 5

The ' convict was arrested. (noun) He was con'victed by the judge. (verb)

Make the stressed syllables in the italicized words in the following sentences. You can also listen to these sentences on the audio recording. i ii iii iv v vi vii viii ix x

How many students are absent today? He absented himself from the meeting. They bartered farm products for machinery. Try to channel your abilities to something useful. Two parties have combined to form a government. The general commanded his men to attack the city. He seems content just to sit in front of the television all night. He contented himself with light snacks even though he could have had a full meal. I like the style of this book but I don’t like the content. Everything in her story is correct to the smallest detail.

Different Patterns of Stress in Related Words There are also words which are related but have different stress patterns. Say the words after the teacher. 'photograph 'democrat 'diplomat 'family 'mechanism

9.8

pho'tographer de'mocracy dip'lomacy fa'miliar me'chanical e'xamine

photo'graphic demo'cratic diplo'matic mecha'nician

famili'arity mechani'zation exami'nee exami'nation

LET US SUM UP

In this unit you have learnt about the basic types of communication. Now you know the difference between verbal and nonverbal communication and when to use the suitable form of communication. You have also learnt about the different styles of communication according to which people are categorized as relaters, socializers, thinkers and directors. You were also told how to handle or deal with such people. The grammar section gave you information on the difference between phrase and clause. The pronunciation section dealt with functional stress.

9.9

ANSWERS

Check your progress 1 14

2

i ii

Reacting Shrugging their shoulders

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iii iv v vi vii viii

Resign themselves… Amenable Rapport Spirited Intuition Aggressive

Check your progress 2 Factors How to recognize them

Tend to ask: Why, How, What, Who? (Choose the correct question type) What they dislike

Modes of Communication

Types Relaters Helpful, like positive attention, want people to like them

Socializers They get excited and are enthusiastic.

Why? (The personal non goal question)

Who? (The personal, dominant question)

Don’t like people to be uncaring towards them, hate rejection

Don’t like boring explanations, or too many facts and figures

Thinkers They ask for data, ask too many questions, and function methodically and systematically How? (The technical, analytical question)

They don’t like spontaneous occurrence of things; don’t like being caught on the wrong foot or being unprepared Reaction to Become Become Seek out more pressure silent, argumentative data and withdrawn and try to ‘sell’ information for and their ideas analysis and introspective problem solving Best way of Support Catch their Provide them dealing with them by enthusiasm and with lots of them caring for express your ideas data and them and feelings information Like to be Friends, Praise, feedback Being busy measured by close and recognition and involved relationships in activities that lead to results Best results Give them Inspire and Structure a care and encourage them to framework or

Directors They like to have their own way; they are decisive and have strong views and opinions What? (The result oriented question)

They don’t like anyone being in charge or making decisions for them Become more dominating, and try to take charge and control Allow them to be in charge Results achieved, goal oriented Give them freedom to do

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provide them better and bigger “track” to with specific accomplishments follow plans and activities to be achieved

with

things their own way

Activity 2 i-4, vii-2,

9.4

ii-10, viii-6,

iii-7, ix-9,

iv-3, x-8,

v-11, xi-12,

vi-1, xii-5

Listening

Tape script Many people think communication is easy. It is something we have been doing all our lives. It becomes difficult and complex when we put barriers in its way resulting in miscommunication. The word ‘barrier’ usually carries the meaning of an impediment at different levels. It could be a physical wall or fence, as well as a mental wall or obstruction which hinders thoughts and perceptions. Some of the barriers to communication are:

16

1 2 3 4 5

Physical barriers Perceptual barriers Emotional barriers Cultural barriers Language barriers

1

Physical barriers include • marked out areas into which strangers are not allowed, e.g. offices having electronic doors which can be opened by access cards • Separate areas/rooms for people of different status • One working unit which is physically separated from other such areas

2

Perceptual barriers are the individual ways of perceiving or looking at things around us. In the process of perceiving things, we select information, organize it and then interpret it in our own way. This may also prove to be a barrier to communication.

3

Emotional barriers are our fears, mistrust, misgivings and suspicion of others. We have often heard in our childhood that children should be seen and not heard nor should they question or retaliate to elders. As a result many people hold back from communicating their thoughts and feelings. Psychological factors or personal problems can also come in the way of communication.

4

Cultural barriers cause miscommunication because of the presence of diverse cultures, each having its own expressions and behavioral

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patterns. With global communication, it has become common to adopt global etiquette, e.g. it is considered rude to burp after a meal especially in public. 5

Language barriers occur when we communicate with people who are not familiar with our expressions, slang or jargon. Indians do not always understand the idiomatic expressions of British or American English.

Activity 3 1

i

(a) physical (d) cultural

ii

v vi

marked out areas where strangers are not allowed, separate areas for people of different status and physically demarcated working areas. perceiving/looking at the world around us. be seen and not heard and not to question or answer back to elders. burp after a meal especially in public. idiomatic expressions.

i ii iii iv v

barrier/obstruction/impediment miscommunication perception psychological language

iii iv

2

(b) perceptual (e) language

(c) emotional

Modes of Communication

Check your progress 3 1

i ii iii iv v vi vii viii

Clause Phrase Clause Clause Phrase Clause Phrase Clause

2

i ii iii iv v vi vii viii ix x

which is made of gold. On his way to office. that was recently painted. to their home until it stops raining Next week When he finished his meal on Sunday in the East when the exams will be held.

Activity 5 i

'absent

17

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18

ii iii iv v vi vii viii ix x

ab'sented 'bartered 'channel com'bined co'mmanded con'tent 'contented 'content 'detail

180

UNIT 10: INTERNAL BUSINESS CORRESPONDENCE-I Structure 10.0 10.1 10.2 10.3 10.4 10.5 10.6 10.7 10.8 10.9 10.10

Objectives Warm up Language Focus: Phrasal Verbs Reading: Letters, Memos, Office Orders and Circulars Vocabulary: Idioms Listening and Speaking Writing Grammar: the Present Continuous/Progressive Tense Pronunciation: Word Stress Let Us Sum Up Answers

10.0 OBJECTIVES In this Unit you will learn about: • •

•

Internal business correspondence Types and functions of internal business correspondence o Downward, non-interactive internal business correspondence − Memo − Office Order − Circular How to write them?

10.1 WARM UP Activity 1 Read the 2 passages given below. Can you identify their writers and the receivers? Do you think a response is required for them? Give reasons. 1

MEMORANDUM To: Managers (Sales, Production, Finance, Quality Control) From: MD Date: 24/02/2010 Subject: Export batch of garments, no. GT-01/08 to Singapore We have been informed by Serangoon Garments, Singapore that the last batch of garments sent to them has the following problems:  

Edges of garments have not been interlocked. Some colors do not correspond to the ones we had asked for.

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A few garments are defective. The total number of garments is less than the original order.

We need to address this problem at the earliest. All concerned managers are expected to come to my office at 11.30 am tomorrow to review and suggest remedies for this problem. Please come with explanations and solutions. Attachment: Copy of the letter from the Manager, Serangoon Garments, Singapore 2

Serangoon Garments Serangoon Road Singapore Tel: 934-23456 Fax: 934-23457

Date: 27th February 2010

Your Ref no. IG//2008 Our Ref no. SG/2009 Mr. Shiv Sareen Managing Director India Garments 5, Okhla Industrial Estate New Delhi 110023 Dear Mr. Sareen, Sub:

Discrepancies in your last consignment of garments no. IG-01/08

I have already sent a fax to you regarding the above mentioned consignment of garments received from your company at our Singapore warehouse. After inspection, I regret to say that some discrepancies have been noted. The discrepancies are, fortunately, not major, and we hope you will be able to rectify them at the earliest so that we can start selling the garments by August this year. The discrepancies are as follows: 1 2 3 4

Edges of garments have not been interlocked. Some colors do not correspond to the ones we had asked for. A few garments are defective and torn in some places. The total number of garments is less than the original order.

We may be able to sell some of the unpopular colours at a discount and get the edges interlocked at our factory. We are sending back the defective pieces. We also have to request you to make suitable and necessary adjustments in the bill for the balance amount to accommodate the losses incurred on these counts. Yours truly,

20

Hwang Cho Manager

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Serangoon Garments Singapore

10.2 LANGUAGE FOCUS: PHRASAL VERBS Activity 2 Given below are some verbs in Column A. Match them with the correct prepositions in Column B to form phrasal verbs and use them in the sentences that follow. You can use the verbs with more than one preposition. The meaning of the phrasal verbs is given in brackets. The first one has been done for you. Change the form of the verb wherever necessary. Column A Broke Cut Look Put Run Get 1

Column B out of/ out up/up with into off over down/down on

Serangoon Garments broke off its business relations with India Garments over a defective delivery of goods. (ended)

2

Some thieves …………………the office complex yesterday. (entered by force)

3

She………….completely when she heard about her poor results. (lose self control)

4

We have to ……………… a lot of problems because of pollution. (tolerate)

5

Please ……………..the candle before leaving the room. (extinguish)

6

Her trip to Kanyakumari office has been …………………… for a week because of problems at the Head Office. (postponed)

7

The kidnapped boy wondered how to……………… the clutches of his abductors. (escape)

8

It is difficult to …………….the loss of a close relative. (accept)

9

You should not …………………. things you don’t know. (enter)

10

The company ………………… debts amounting to over crores of rupees. (incurred)

11

One should never ……………. one’s colleagues or friends. (criticize)

12

The speeding car ………………………… the dog. (crushed)

13

If you don’t pay your mobile bill by the due date, your connection may be ……………….. abruptly. (disconnect) 21

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14

Most companies have been forced to …………………….. their expenses during these times of recession. (reduce)

15

Looking at the child’s ability to write, it appears that she is … ……… ……… to be a writer. (having a special talent)

16

It is the duty of the State to …………………….. its less privileged citizens. (care)

17

Don’t ………………..upon those people who are less privileged than you. (hate)

18

Why don’t you ………………the information on the Internet? (search)

10.3 READING: LETTERS, MEMOS, OFFICE ORDERS AND CIRCULARS 10.3.1 Read the text below and then answer the questions that follow: The importance of using language correctly and clearly in order to communicate effectively through writing is undeniable. Barbara Tuchman (noted historian) rightly remarks that it takes two persons to fulfill the function and purpose of the written word. However, “this function can be largely met only when the writer keeps the written form simple, concise and brief”. For composing effective business letters, take care to adhere to certain guidelines. These principles form the backbone of any effective writing and are as follows (you have already looked at a letter in the Warm Up section):

22

ƒ

Be clear – select words carefully in order to make sense. Do not use high sounding, pretentious words or vague, outdated phrases like “We beg to acknowledge the receipt …”.

ƒ

Be courteous – use the appropriate level of formality. Use a salutation suitable to the status of the recipient at the beginning of the letter and at the end too.

ƒ

Be concise – use few, effective words instead of being verbose. Do not repeat yourself and include relevant material only.

ƒ

Be concrete – your message should be specific, definite and vivid rather than vague or general. Use the active voice rather than the passive.

ƒ

Be considerate – use the ‘you attitude’ where the focus is on the reader.

ƒ

Be complete - include all facts, data and necessary information that the reader requires for correct understanding and for making the response that you want from her/him.

ƒ

Be correct – use grammatically correct language. Other than accuracy in spelling and punctuation, use accurate facts, figures and words

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ƒ ƒ

Be gender sensitive – avoid the use of sexist language, e.g. ‘The chairman of the company delivered the valedictory speech’. Change this to ‘The chairperson … ‘. Be original – to make business letters more appealing, particularly for sales promotion, and on special occasions such as the introduction of a new product, it may be a good idea to achieve originality of form, expression and style. Stereotyped forms and phrases should be replaced by more natural forms.

Activity 3 Can you add more guidelines? ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… 10.3.2 Downward, Non-interactive Internal Communication Memorandum You have already seen what a memo looks like in the ‘Warm up’ section. The word ‘memo’ or its complete formal equivalent ‘memorandum’ has more than one meaning if you look at a dictionary. It comes from the Latin word memorare which means to mention or tell. Hence its meaning is usually taken in the sense of a message. Have you noticed that the memo given earlier contains no mention of the company name? How will the receiver know the origin of the message? The message is not sent on the company letterhead because it is sent within the company. Generally, companies use plain paper or printed memo forms to send any message to another department or to another office (of the same company) located in another city. The memo is less formal than a business letter and contains no salutation. It is concise in form and content and may contain direct imperatives depending upon the nature of communication. Definition: “A memo is a short, official, written statement prepared for a specific person or a committee within the organization, in order to give information about a particular matter” (Sinha 2001: 101) Features of a Memo •

The memo carries the word MEMORANDUM on top of the page whereas a business letter makes use of the company letterhead. The memo form contains space beneath the heading for writing the name (and/or designation) of the sender and receiver(s), the date and the subject. 23

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•

•

It is often short, running to a few lines. Sometimes, it may be a few paragraphs long, though it rarely exceeds a page. However, a memo does not, necessarily have to be confined to one page. A letter is usually a page or more in length. It is less formal than a letter. It has no salutation at the beginning or at the end. Unlike a letter, it has no inside address and the designations of the receivers is written informally such as ‘Managers: Sales, Prod’ etc.

•

A memo states its purpose directly, while a letter usually refers to a previous communication and leads to the main message by stating the context first.

•

Politeness markers, which are an indispensable part of a business letter, are less used in a memo. A request is made directly (e.g. ‘Please come to my office’) and not indirectly as in a formal letter (e.g. ‘I hope it will be possible to ……..’). However, it must be remembered that polite expressions are not dispensed with altogether. Courtesy is never cast aside as it is an integral part of any business communication.

Uses of a Memo • • • • • • • •

To make announcements, requests, policy measures, reminders, suggestions, acknowledgements, etc. To confirm decisions taken in meetings or telephone conversations To inform employees about new policy decisions To circulate in-house reports of different kinds like investigation reports, progress reports, etc. To seek explanations To request action, information or suggestions To issue instructions To keep a permanent record of any matter that should be known to all employees. It helps to keep the record straight and protects the sender from future apprehensions and controversies.

Writing a Memo A memo should be brief and state the main message directly. The modern style of memo writing favors a direct approach and avoids words that do not contribute to the communication. There should be a subject line which clearly defines what the memo is about. The sentences should be short and simple. Use the active voice as far as possible. Write about the main purpose of communication and avoid personal opinions. State your subject precisely and itemize the points if there is more than one. Highlight important information. Use separate paragraphs for each point and begin each paragraph with a bullet, letter or number. An effective memo is one which connects the purpose of the writer with the interests and needs of the reader. Avoid saying

24

“This is in continuance with the decision taken in consultation with the workers’ union about providing recreational facilities in the factory premises. The workers can now use the new recreational facility constructed next to the cafeteria from the first of next month.”

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Instead word it like this “Workers can use the newly constructed recreational facility next to the cafeteria from the 1st of September 2009.” 10.3.3 Office Order When any matter like withdrawing the rights of employees, imposing restrictions on them, conveying information about transfers, postings and promotion / retrenchment, or about granting / withholding annual increments or about disciplinary action taken against a particular employee needs to be communicated, an office order is issued. A polite tone and simple, clear language is used. Facts and reasons should be given while no personal comments should be made in an office order. Unlike the memo, the office order is not addressed to the concerned receiver but it is about her/him. Usually the third person is used and details are given about the person and the action to be taken. It has the following format: 1 2 3 4 5 6 7

The company letterhead (this is optional as this form of communication is usually sent within the organization) The reference number of the order Date of the order The heading of the written communication, in this case ‘OFFICE ORDER’. The text of the message The signature of the person issuing the order The names and designations of persons to whom copies of the order are being sent

Definition: An office order is a written formal downward communication which is normally used to convey information relating to employees’ rights and service conditions. It is important to remember to choose your tone and words carefully while drafting an office order. Use courteous and polite language. Words should be effectively used in clear and concise sentences. The tone and language should be objective. Given below is the format of an office order.

India Garments New Delhi No………..….

Date: .……………… OFFICE ORDER

Text of message………………………………………………………………… ………………………………………………………………………......……… ……………………………………………………………………..…………… 25

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To: … Signature (Designation) Cc:

a) b) Given below is an example of an actual office order: GOVERNMENT OF PONDICHERRY OFFICE OF THE COLLECTOR-CUM-DISTRICT ELECTION OFFICER KARAIKAL DISTRICT :: KARAIKAL

No.: KKL/CK/PA/2006/159

Dt. 03.03.2006 OFFICE ORDER

Sub: Elections – 2006 – Ban on Issue of Free Pattas, beneficiary services, etc. *** As directed by the Chief Electoral Officer, Pondicherry in the meeting held in the Chamber of Collector, Karaikal on 03.03.2006, you are directed to freeze any further distribution of pattas, benefits under other beneficiary schemes, etc. and such things shall remain suspended stopped until the General Elections for Pondicherry Legislative Assembly, 2006 is over.

(SUDHIR KUMAR)

To The Dy. Collector (Revenue), Karaikal

COLLECTOR CUM DISTRICT ELECTION OFFICER KARAIKAL DISTRICT

Copy to: 1 The Chief Electoral Officer, Pondicherry 2 All Heads of office, Karaikal – for compliance 3 Office copy 10.3.4 Circulars

26

The word ‘circular’ has its root in the Latin word ‘circularis’ which means to disseminate information in a circle in order to reach a wider audience. Circulars are written when employees of a company have to be informed of changes in policy procedures, events taking place within the company, posts for internal appointment or about new schemes/ventures undertaken by the company. It is a well-known fact that “all business messages have a general purpose: to inform, to persuade, or to collaborate with your audience” (Bovee et al 2006 81). It is important to remember this as the “purpose determines both the amount of audience participation you need and the amount of control you have over your message”. That is why circulars have to be carefully

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planned, composed and completed so that the relevant information is clearly communicated to the intended receivers. They can be physically distributed or mailed. The format of a circular is as follows: − − − − − −

The letterhead of the company The descriptive label of the message (in this case ‘CIRCULAR’ and its reference number) The date The subject line The text of the message Name and designation of the sender

Check your Progress 1 Now that you have read about some types of downward, non-interactive internal communication, answer the following questions briefly in your own words: 1

What are the principles of effective business correspondence? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

2

When are memos and office orders written? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

3

What is the difference between these two kinds of communication? …………………………………………………………………………..

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…………………………………………………………………………..

Business Correspondence

………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. 4

List 3 characteristics of a memo. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

5

Enumerate at least 3 differences between a memo and a business letter. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

6

What factors should be kept in mind while drafting a memo or an office order? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

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…………………………………………………………………………..

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………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. 7

What is the purpose of writing a circular? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

8

Make the following memo brief and write it in the proper format: Funky Toys Garments has threatened to break off business relations with us because of the last batch of defective toys sent to them by our company. The problems with the above mentioned consignment were: i ii iii

some of the teddy bears were not properly stitched and were coming apart. Some of the dresses of the dolls were torn in places. The number of dolls was less than ordered

We are human and we do make mistakes. But it is important to look into the matter immediately and decide how to rectify it. This work has to be done on top priority. You are requested to come to my office tomorrow i.e. 28th of February, at 11.00 am with workable solutions and concrete suggestions to stop our client from severing relations with us. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

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…………………………………………………………………………..

Business Correspondence

………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

10.4 VOCABULARY: IDIOMS Activity 4 Expressions which have a special meaning are called idioms. These terms are usually peculiar to a language. Choose the correct idiom from those given in the box and fill in the blanks. Use the correct form of the idiom. The first one has been done for you. see eye to eye turn a deaf ear take something to heart i ii iii iv v vi vii viii ix

set tongues wagging have a finger in every pie let one’s hair down take to one’s heels with open arms on good terms

Due to a defective consignment, Serangoon Garments was not on good terms with India Garments. My parents received me ………………………. after I came back from a month long trip. After completing a project successfully, the employees ……………… …………… by having a grand party. Drivers often …………………. to the pleas of beggars at traffic intersections. The haggard look of the woman …………………… in the community. Soni is participating in many competitions. It seems she likes………… …………………. The senior manager and his junior did not ………….………………. on most matters. When her boss criticized her, the secretary ………………….. and started crying. When the thieves heard the siren of the police cars, they ………………………

10.5 LISTENING AND SPEAKING Activity 5 Listen to the audio recording and then respond to the instructions. i

Answer the question asked at the end of the tape script and give reasons for your choice. …………………………………………………………………………. ………………………………………………………………………….

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………………………………………………………………………….

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ii

Now summarize the tape script orally in your own words (150 words). …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

10.6 WRITING Activity 6 1

As the Finance Manager of your company, write a memo about the decisions arrived at in a meeting between the MD and you. The decisions were about the guidelines for executives traveling on company business. i ii iii iv v

2

Company executives will travel in economy class in planes and AC two tier class in trains. They will stay at 3-star hotels. The Travel Department of the company will make all arrangements for their travel including booking of tickets and hotel reservations. The executives can withdraw cash up to Rs. 10,000/- as advance for incidental expenses. Hotel bills shall be settled directly by the company. Payments unrelated to company business shall be made by the executive.

Draft an office order for the following situation: Ms. Sheela Nair, Deputy Manager Sales, was promoted to the next higher grade of Senior Manager on 26th of July 2009.

3

Write a circular on behalf of the Delhi Transport Authority for the purpose of informing all bus commuters that Grey-line buses have been taken off the roads because of traffic violations and the recent spate of accidents involving them. It has also decided to introduce more DTC buses on all major routes.

10.7 GRAMMAR: THE PRESENT CONTINUOUS/ PROGRESSIVE TENSE Look at the following sentences: i ii iii

We are sending back the defective pieces. What are you doing in London? Mrs. Kamath is away on sick leave, so I am organizing the event.

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The present continuous is formed by suing the present tense of the auxiliary verb be and the –ing form of the verb. Functions of the Present Continuous: •

Moment of Speaking The present continuous is used to talk about an activity taking place at the moment of speaking. Example: I’m afraid Dr. Bhardwaj is not available at the moment. She is talking to a patient on the other phone.

•

Current Projects: The present continuous is used to talk about actions or activities and current projects that are taking place over a period of time, even if they are not taking place precisely at the moment of speaking. Example: ‘We may be able to sell some of the unpopular colours at a discount and get the edges interlocked at our factory. We are sending back the defective pieces’

•

Temporary situations: The present continuous is used to indicate that an action or activity is temporary rather than permanent. Example: Mrs. Kamath organizes our event. She is on sick leave, so I am organizing them.

•

Future events: It is used for future events that are part of an arrangement or a plan, at a more informal and personal level. Example: Suresh is having a party this weekend.

Check your progress 2 1

Put the verbs in the box into the present continuous in the blanks given below: lead deal

i

spend make

have get

prepare affect

Take these figures to Jasmeet. He needs them for the presentation he …………………..

ii

At the moment we …………………… a training video for Indian Telecom.

iii

I ……………….. with enquiries about our new car while Suresh Kapai is away on vacation.

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iv

Cheap imports …………………… to the closure of a number of inefficient factories.

v

Roshan:

How’s business?

Binoy:

Not that good? The recession…………………… us.

People

…………………..

(not)

very

much

and

we

…………………….(not) many new orders. vi

Kiran is upstairs with Dhruv and Shiv. They ………………….. a meeting about the new catalogue.

2

Using mainly the present continuous/progressive, write about 5 to 6 sentences on the changes taking place in the car market in India. Use the cues given below: i ii iii iv v

10.8

Size: On the whole, the medium size to big car market is growing. Safety features Indian made cars Pollution Electric cars

PRONUNCIATION: WORD STRESS

Activity 7 Mark the stress in the following words and say them. Listen to the audio and repeat after the teacher. i ii iii iv v vi vii viii ix x xi xii xiii xiv xv

Internal correspondence Memorandum Interlocked Defective Explanation Discrepancy Debts Colleagues Recession Courteous Announcement Acknowledgement Investigation Factory premises Circular

10.9 LET US SUM UP In this unit you have learnt about the different types of non-interactive, downward internal correspondence. You know what a memo is and the purpose of writing it. In the same way, you have learnt about an office order and a circular and their functions within the business organization. You have also learnt how to write these instruments of communication. In the grammar

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section we have given you practice in the present continuous and in the pronunciation section, we give you more practice with word stress.

10.10 ANSWERS Activity 2 (2) broke into (4) put up (7) get out of (10) ran into (13) cut off (16) look after

(3) broke down (5) put out (8) get over (11) run down (14) cut down (17) ran down

(6) put off (9) get into (12) ran over (15) cut out (18) look for

Activity 3 Be comprehensive – ensure that you have answered all queries and discussed all ideas that you wished to communicate. Be coherent – you must write sentences and paragraphs according to the principles of unity and coherence. Check your progress 1 1

The principals of effective business communication are as follows: One has to be brief and use few and effective words instead of long winding sentences with high-sounding words. Courtesy has to be maintained with appropriate level of formality. One has to be precise and take care to include all relevant facts, data and necessary information. Focus should be on the reader and it must be stated clearly what is the response expected from him/her. Language used should be gender sensitive as well as grammatically correct with accurate spelling and punctuation. The active voice has to be used. Being original will make the correspondence more appealing and effective.

2

Memos and office orders: Memos are short, official, written statements prepared for a specific person or a committee within the organization, in order to give information about a particular matter, e.g. to make announcements, requests, give reminders, acknowledgements; to inform about new policy decisions; to circulate in-house reports, progress reports etc; to seek explanations; to request action, information or suggestions. They are written to keep a permanent record of any matter that should be known to all employees. Office orders are formal downward communication, which are written to convey information relating to employees’ rights and service conditions. For e.g. transfers, postings and promotion/retrenchment, about annual increments or about any disciplinary action taken.

34

3

The difference between memo and office order

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i

In the memo the name and designations of the sender and receiver is given. It is addressed to the concerned receiver while the office order is not. The office order is about a particular person but usually a third person is used and details are given about the person and the action to be taken. The names and designations of persons to whom copies of the order are being sent are mentioned in the Office order.

ii

4

The memo is usually not sent on the company letterhead whereas for the Office order the company letterhead can be used. iii Politeness markers are less used in a memo whereas in an office order a polite tone should be used. The memo has the following characteristics: i ii iii

5

It carries the word MEMORANDUM on top of the page and contains space beneath for writing the name (and/or designation) of sender and receiver(s), the date and the subject. It is often brief and states the main message directly. It is less formal than a letter as it has no salutation at the beginning or the end. Neither does it have any inside address and the designations of receivers are written informally.

The business letter and memo are different in the following respects: i

The business letter is formal with appropriate salutations while the memo is less formal and contains no salutations.

ii

The business letter has the address of the sender and the receiver whereas the inside addresses are absent in the memo.

iii

The business letter is sent on the company letterhead whereas the memo does not because the latter is meant for in-company communication. It is sent on a plain paper or on printed memo forms.

iv

The business letter is usually a page or more in length whereas the memo is often concise in form and content and rarely exceeds a page.

6

While drafting an office order or a memo brevity and precision of the message should be given importance. The purpose should be stated directly and the active voice used as far as possible. The sentences should be short and simple. The tone and language should be objective as well as courteous. Personal opinions/comments should be avoided in both cases.

7

The purpose of writing a circular is to inform employees of a change in company policy procedures, events taking place within the company, posts for internal appointment or about new schemes/ventures undertaken by the company.

35

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Business Correspondence

8

MEMORANDUM Date: 27/2/2010 To: Managers (Sales, Production, Quality Control) From: MD Subject: Urgent meeting concerning Funky Toys. There is a threat that Funky Toys may break off business relations with us. This is because of the defective toys sent in the last consignment. The defects were: i ii iii

some of the teddy bears were not properly stitched and were coming apart. Some of the dresses of the dolls were torn in places. The number of dolls was less than ordered

We must look into the matter immediately and take remedial measures. Please come to my office tomorrow; i.e. 28th of February at 11.00 am with practical solutions and concrete suggestions to prevent this important client relation from being severed. Activity 4 ii iv vi viii 10.5

with open arms turn a deaf ear having a finger in every pie took it to heart

iii v vii ix

let their hair down set tongues wagging see eye to eye took to their heels

Listening and Speaking

Tape script As one of the main instruments of communication at the workplace, memos have gradually acquired a distinctive style. They are usually written in a hurry and hence it is important that they should reveal the main message at a glance. If they look like there are several paragraphs to be read, then the chances are they will be put aside to be read later. So you should make your memo brief. At the same time it should be organized in such a way that it even looks brief. Memos have always been used by government bureaucrats but their style is a little antiquated and outdated. They use the passive voice rather than the active. Their memos contain phrases like “It has been brought to the notice of the undersigned that ………..” rather than “I have noticed that…………..”. They refer to themselves in the third person (the use of ‘I’ is usually avoided) and get to the main message in an indirect manner. They will begin with an introduction which may consist of one or more sentences and then announce the main message. This kind of bureaucratic style of writing memos is no longer used. People who are busy at work do not have the time and patience to cut through yards of verbiage before reading the main message. The modern mode of writing memos advocates a direct style which avoids beating around the bush and goes to the message proper. Keeping them short and simple is the preferred way to write memos. 36

198

One must also think of the reader’s time when composing a memo. Write only what is important and what the receiver needs to know. Even though you may be tempted to do so, cut out the philosophy and your personal viewpoint. Make your communication readable, direct and transparent. This reflects upon your personality as a friendly, open and accessible person. Therefore, remember the cardinal rule of stating your subject directly and precisely. To illustrate with an example, if a doctor has been appointed to provide free medical check-up to all workers of the company, how would you word it? Which of the following subject lines is the most effective and clear?

— — — —

Welfare measures for all workers Follow-up action of the agreement with the union Free medical check-up for all workers and their families Doctor to visit the company in order to provide free medical check-up

Activity 5 i

“Free medical check-up for all workers and their families” seems to be the most effective and clear subject line as the 1st and 2nd choices are very vague. They do not specify what the welfare measures are or what the nature of follow up action is. The fourth choice is long and states the obvious fact that a doctor will be coming to provide the free medical check-up. The 3rd choice is to the point and the message is easily understood.

ii

Summary of the passage: In today’s fast track life memos are popular choices for communication in the workplace. Memos have evolved over the years. From an indirect and verbose style used by government bureaucrats they have transformed into concise and direct messages. The main message is stated right at the start. This is suited to the people busy at work, unable to read through long winding letters. The communication should be readable, direct and transparent. An effective memo reveals a friendly, open and accessible personality. In time to come memos will continue to be main instruments of communication at the workplace.

Activity 6 i

Memo about the guidelines for executives traveling on company business:

MEMORANDUM To: Managers (Sales, Production, Marketing, Quality Control) From: Finance Manager Date: February 22nd 2010 Subject: Guidelines for business travel The following were the decisions taken regarding business travel in the meeting chaired by the MD on 20th February, 2010.

37

199

Business Correspondence

1 2 3 4 5

Company executives will travel in economy class in planes and in AC two tier class in trains. They will stay in 3-star hotels. All arrangements including booking of tickets and hotel reservations will be made by the Travel Department. A sum of Rs.10, 000 can be availed as advance for incidental expenses. Hotel bills shall be settled directly by the company. Payments unrelated to company business shall be made by the executive.

All business executives are requested to adhere to these guidelines hereafter.

2

Attachment: Copy of the minutes of the meeting held on 20/02/2010 Office Order: (Promotion of Ms. Sheela Nair): No: ASD/PM/CK/2009/24

Date: 27/02/2010

OFFICE ORDER Sub: Promotion of Ms. Sheela Nair as Senior Manager The MD and Board of Directors decided to promote Ms. Sheela Nair, Deputy Manager Sales, to the grade of Senior Manager in a meeting convened on 20th February, 2010. She will now be overseeing the sales in Gurgaon and South Delhi region. Vivek Bhatia Secretary To Ms. Sheela Nair Deputy Manager, Sales Copy to: i All the Senior Managers and Deputy Managers (Sales, Production, Marketing, Quality Control and Finance) ii The Finance Division iii Office copy 3

Circular on behalf of the Delhi State Transport Authority Delhi Transport Authority Scindia House, Connaught Place New Delhi-110001 Ph. 011- 23317445

38

CIRCULAR

200

Ref no: GDL/KDJ/HF/LMK/2009/17

24/2/2010

Sub: Removal of Grey-line Buses from the City Roads The number of traffic violations and accidents involving Grey-line buses have increased manifold especially in the last quarter of 2009. Due to the negligent attitude of the bus owners as well as drivers it has been decided to remove the Grey-line buses plying on all major routes in Delhi and NCR. DSTA will be adding 400 DTC buses to replace them. Any inconvenience caused to the commuters is deeply regretted.

Prashant Sharma Chairman Check your progress 2 Missing words are given in bold. i ii iii iv v a. vi

Take these figures to Jasmeet. He needs them for the presentation he is preparing. At the moment we are making a training video for Indian Telecom. I am dealing with enquiries about our new car while Suresh Kapai is away on vacation. Cheap imports are leading to the closure of a number of inefficient factories. Roshan: How’s business? Binoy: Not that good? The recession is affecting us. People are not spending very much and we are not getting many new orders. Kiran is upstairs with Dhruv and Shiv. They are having a meeting about the new catalogue.

Activity 7 Stress mark i ii iii iv v vi vii viii ix x xi xii xiii xiv

In'ternal corres'pondence Memo'randum 'Interlocked De'fective Expla'nation Dis'crepancy 'Debts 'Colleagues Re'cession 'Courteous An'nouncement Ac'knowledgement Investi'gation 'Factory premises

39

201

Business Correspondence

40

xv

'Circular

202

UNIT 11: INTERNAL BUSINESS CORRESPONDENCE-II Structure 11.0 11.1 11.2 11.3 11.4 11.5 11.6 11.7 11.8 11.9

Objectives Warm up Reading Vocabulary Listening and Speaking Writing Grammar: the Simple Past Tense Pronunciation: Word Stress Let Us Sum Up Answers

11.0 OBJECTIVES In this unit you will learn about: • More kinds of downward, non-interactive internal correspondence • Types and functions of internal correspondence: Notice Agenda Minutes • How to write them

11.1 WARM UP Activity 1 i

Does a notice put up in college perform the same function as a notice in a business organization? ……….………………………………………………………………… ……….………………………………………………………………… ……….……….………………………………………………………… ……………….……….………………………………………………… ………………………………………………………………………….

ii

The word ‘agenda’ is often used in more than one context. The government may have ‘hidden agenda’ while a notice for a meeting in a company also has an ‘agenda’ in it. What is the difference between the two? ……….………………………………………………………………… ……….………………………………………………………………… ……….………………………………………………………………… ……….……….………………………………………………………… ………………………………………………………………………….

41

203

Business Correspondence

iii

‘Minutes’ is another word which has more than one meaning. Do you know them? ……….………………………………………………………………… ……….……….………………………………………………………… ……………….……….………………………………………………… ………………………………………………………………………….

11.2 READING Read the text given below and then answer the questions that follow: 11.2.1 Notice A notice is like a circular but there is a slight difference between the two forms. While the former is put up on the notice board or on the company’s website for viewing by employees, the latter is usually distributed by hand or mail. A notice for a meeting, also called a notification, is sent well in advance so that all members attending it can come well prepared and contribute their utmost to the deliberations. It contains information about the following: • • • • • • • • •

Who is to meet whom Nature of the meeting (whether it is routine, emergency, special, extraordinary etc.) Day, date and time of the meeting Venue of the meeting Purpose or agenda of the meeting Signature of the Secretary Date on which the notice was issued How long will the meeting take (optional) Whether tea/lunch will be served (optional)

If the secretary of the MD of India Garments has to write a notice for a meeting of all managers with the MD, then s/he would probably write like this: India Garments 5, Okhla Industrial Estate New Delhi 110023

NOTICE The MD would like to meet managers of all departments on Tuesday, the 28th of February, 2010 at 11.30 am in the Committee Room in order to discuss the problems and possible solutions relating to the last batch of garments sent to Serangoon Garments, Singapore. 42

24 February, 2010

Secretary

204

cc: i ii iii iv v

Mr. Raman Kumar, Manager (Production) Ms. Ratna Ahmad, Manager (Sales) Ms…………………… Mr.………………….. etc.

Internal Business Correspondence-II

Enclosure: A copy of the letter from Serangoon Garments regarding the problems of the last consignment 11.2.2 Agenda An agenda is a list of items to be discussed or of official things to be done at a formal meeting. This list is prepared in advance of the meeting, by the secretary in consultation with the Chairperson. The agenda is the backbone of any meeting and helps to focus the members’ attention on the matter at hand and thereby channelizes the discussion to a fruitful outcome. Thus, there is an optimum utilization of time and members’ energy. An agenda contains the following items: ™ ™ ™ ™ ™ ™ ™ ™

The letterhead of the organization The date, time and place of the meeting (It is not necessary to include this if the agenda is sent with the notice which has all these details) Apologies for absence Confirmation of minutes of previous meeting (if applicable) Matters arising from the minutes Items for discussion Any other matter Date, place and time of next meeting (if required)

11.2.3 Minutes of a Meeting All formal meetings require a written record of the discussions held and decisions reached. For this it is essential to record what happened in a meeting so that members are reminded of the outcome of the discussions held regarding different issues. Notes have to be taken during the meeting in order to prepare the minutes. Minutes are prepared by the secretary of the Chairperson. S/he requires certain skills like note-taking, use of reported speech and the technique of summarizing in order to compile them. All discussions during the meeting have to be converted into reported speech and the sequence of ideas; proposals, suggestions etc. have to be noted in a logical manner. The prepared minutes should follow a definite format and the sequence of the agenda. 11.2.4 Format of Minutes The following information is given in the minutes: ƒ

Name of the body; nature of the meeting; day; date; time and place of the meeting e.g. Minutes of the first meeting of the MD and 43

205

Business Correspondence

ƒ

Managers of all Departments held on Tuesday 29th April, 2009 at 11.30 am in the Committee Room. After the above information, the names of people (with their designations) who attended the meeting are given, beginning with the Chairperson. Present: Shiv Sareen (MD, Chairperson) Raman Kumar (Manager, Production) Ratna Ahmad (Manager, Sales) Names without designations can be given when the meeting is informal. But minutes of formal meetings should carry the designations as well.

ƒ

There should be a separate mention of the people who attended the meeting in a special capacity like the secretary. Information about the people who may have been invited specially to participate and assist in the proceedings of the meeting by virtue of their special expertise. e.g. an auditor, solicitor, designer etc. In Attendance: Raj Gopal (Secretary) Reena Kirmani (Computer Consultant) Om Gupta (Auditor) Reba Choudhary (Designer)

ƒ

After giving these details the minutes will follow the agenda closely. Now the person making the minutes will report any apologies for absence from those persons who were unable to attend the meeting. Usually these names and their apologies are announced or read out during the meeting. This will be recorded as follows: Apologies for Absence: Apologies were received from the following persons: K. S. Subramanyam A. Ahluwalia

ƒ

Ratification of the Minutes of a previous meeting (if any) e.g. The minutes of the last meeting held on ………… were confirmed and signed. In case there are any accepted amendments to these minutes, they should be recorded as follows: It was pointed out that item no. ..…. should read as “a tax rate of 50%” instead of “a tax rate of 35%”. With the acceptance of this amendment, the minutes were confirmed and signed.

ƒ

If any discussion arises out of the minutes of the previous meeting, it is recorded in the present minutes as: Matters arising out of the minutes:

44

206

ƒ

ƒ ƒ

1

Manager (Sales) reported that the figures of the last quarter had been delayed due to unavailability of figures from different departments.

2

Manager (Quality Control) informed members that a breakdown in one of the machines had created a problem with the quality of production but the matter was resolved shortly.

Internal Business Correspondence-II

After reporting the above information, the items for discussion in the agenda are recorded. Each item is recorded separately, e.g. in the item given above, the agenda consists of a discussion of the problem consignment and possible damage control measures. 1

Manager (Sales) reported that the problem with the consignment could have been due to a computer breakdown and suggested having an annual maintenance contract with a company with good credentials.

2

Manager (Production) informed members that a workers’ strike had created a problem with production and hence the consignment contained a reduced quantity of dresses.

3

…………………………….. etc.

If any other matter requires discussion, it is taken up with the permission of the Chair. If another meeting is fixed, it is recorded in the minutes.

Language and Style of Minutes Minutes of formal meetings should be recorded in a specific language and in a particular format. They are supposed to represent a reliable record of all important matters discussed, resolutions moved, recommendations made, decisions taken, and action taken or to be taken in the meeting. Therefore, the language used should be simple and clear, free from ambiguity, and precise so that the contents are easily understood. Usually, the decisions taken in meetings are a result of collective activity. Thus, the language used should also reflect this. While important suggestions and proposals can be ascribed to individual members, it should not assign decisions to individuals. The language of minutes should be concise and precise. Only the major points of discussion, resolutions reached, and decisions taken are included. Names of proposer and seconder, and tasks assigned to particular individuals / committees are incorporated into the minutes of a meeting. Minutes are an official record of a meeting and may be used for reference by other agencies and institutions including the courts of law in case there is a dispute. Hence, care should be taken to ensure that the language conforms to standards of formality and impersonality that publicly used language requires.

45

207

Business Correspondence

The language of minutes uses simple past tense, and passive voice. For example, “The matter was raised…..”, “It was agreed …….” etc. This helps to make the minutes impersonal and objective. The language of minutes should be free from ostentation and literary flourishes. Minutes should also be presented in a well-organized manner by using a systematic layout. Each section of the minutes should be presented in a separate paragraph. Double space lines should be used between two paragraphs. Headings of sections or of agenda items should be in bold letters. In case there are sub-sections or items within a section, they should be numbered and presented in separate paragraphs. If there is an action item, it should be put in a separate paragraph with the heading ‘Action’. Whenever there is a summary of a discussion, the different contents should be itemized. This will enable the reader to understand the main points of the argument. Check your progress 1 Now that you have read about the different types of downward, noninteractive internal communication, answer the following questions briefly in your own words: 1

When are notices written? ……….………………………………………………………………… ……….……….………………………………………………………… ……………….……….………………………………………………… ………………………………………………………………………….

2

Who issues the notice for a formal meeting? ……….………………………………………………………………… ……….……….…………………………………………………………

3

What is the difference between a notice and a circular? ……….………………………………………………………………… ……….……….………………………………………………………… ……………….……….…………………………………………………

4

What is the importance of having an agenda? ……….………………………………………………………………… ……….……….………………………………………………………… ……………….……….…………………………………………………

46

………………………………………………………………………….

208

5

Why should minutes be written in a particular style? ……….………………………………………………………………… ……….……….………………………………………………………… ……………….……….………………………………………………… ………………………………………………………………………….

Internal Business Correspondence-II

……….……….………………………………………………………… ……………….……….………………………………………………… …………………………………………………………………………. 6

Check which of the following items of information should be included in a notice for a meeting? Delete the incorrect ones: i ii iii iv v vi vii viii

The name of the person who is calling the meeting Only the date of the meeting should be given The agenda of the meeting Signature of the person calling the meeting should be given The time of the meeting Names/designations of the persons attending the meeting The place of the meeting Enclosures should not be sent

11.3 VOCABULARY Activity 2 Read the passage given below: Ms. Ratna Ahmad said that the promotional pamphlets, posters and brochures of the company had become outdated as they did not make any reference to the new models the company had brought out since 2008. The older models had undergone modifications and changes which did not find a place in the promotional literature of the company’s products. Thus while the company was spending a lot of energy and expense in updating its products, it was failing to communicate its achievements to the public. As a result, the increased development and research effort was not getting translated into increased sales of our products. This passage is quite elaborate and stylized. The main idea is that the promotional literature of the company needs to be updated in order to incorporate the new products and changes in the old ones. This kind of language is quite inappropriate to the style of minutes. Rewrite it in a clear, simple, concise and yet formal manner. Activity 3 Match the idioms given in the box with their meanings: 47

209

Business Correspondence

a c e g

against your better judgement come to the table draw a line at doing something give and take

i hammer something out Meanings:

b d f h j

1

to meet for discussion

2

3 5

to explain what you think and 4 want to decide not to do something 6

7

to have only bad choices

9

the exchange of some of what 10 you want for some of what someone else wants

8

on the fence put your cards on the table take the plunge between a rock and a hard place meet someone halfway to make a decision that is difficult or risky to be undecided to make a decision that you believe is not the best to create an agreeable solution to accept part of what someone else wants

11.4 LISTENING AND SPEAKING Activity 4 Listen to the audio recording and then respond to the instructions. 1

2

Fill in the blanks with appropriate words. i

All formal meetings require that a record should be maintained of the …………… held and the …………… taken in it.

ii

This is important in order to avoid …………………….

iii

It is required by the law that some meetings like the ………… ……….…………………and ………………… ………………. of companies keep a written record.

iv

There are ………. ways of organizing the content of minutes of meetings.

v

The first one is called the ……………...……………………….

vi

The second one is termed as ……..……………………………..

Say whether the following statements are true or false. Correct the false ones. i ii

48

iii

Writing the minutes of a meeting is an inessential requirement. Minutes of a meeting help only those who are present at the meeting. Even a non-formal meeting requires minutes to be recorded.

210

iv

v

11.5

In the first kind of minutes writing, the leading points of discussion are arranged in the following way: a title of the point in the agenda b the ideas, agreements and disagreements of members c statements of the chairperson regarding the matter under discussion d the final resolution The second way of arranging the content of minutes follows the order given below: a title of item on the agenda b decision or resolution arrived at

Internal Business Correspondence-II

WRITING

Activity 5 1

Based on tape script of 11.4 Listening and Speaking, draft a notice calling a meeting for the situation given below. Include an agenda and then write the minutes of the meeting. The Board of Directors of Energy Conserve had a meeting on 27th February 2010 in order to discuss a new policy measure for their employees. The policy is regarding establishing a recreational area for all employees in the factory premises. The place has to be an ecofriendly zone as well as utilize all measures to save energy.

11.6 GRAMMAR: THE SIMPLE PAST TENSE Activity 6 Tick the sentences which are correct. Say why the others are wrong. i ii iii iv v vi

Before the wheel was invented, people have traveled long distances on the backs of animals. I go to a very interesting presentation last week. Yesterday, a fire broke out in a cloth shop. The fire has destroyed all the other shops in the market. The door opened suddenly and armed men rushed in. Did you checked the figure?

Form: The Simple past (positive) is formed by using the past tense form. Regular verbs add –d or –ed to the bare infinitive to form the past tense. For negatives and questions we use the auxiliary did and the infinitive. I/you/he/she/it/we/they worked / did not (didn’t) work. Did I/you/he/she/it/we/they work? (Yes, I/you/etc. did./No, I/you/etc. didn’t.) The verb to be follows a different pattern.

49

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Business Correspondence

I/he/she/it was/was not (wasn’t)… We/you/they were/were not (weren’t)… Was I/he/she/it …? (Yes, I/he/she/it was. / No, I/he/she/it wasn’t.) Were we/you/they …? (Yes, we/you/they were. /No, we/you/they weren’t.) Functions: We use the Simple Past Tense for an action or an event that occurred at a definite time in the past and is over at the time of speaking. Adverbs of time are commonly used: Yesterday

on Monday

last week

in the 1960s

at 6:30

in January

a few days ago

Example: 1

On June 15, 2006, Microsoft announced that effective July 2008 Gates will move out of a day-to-day role in the company

2

Minutes of the first meeting of the MD and the Managers of all Departments held on Tuesday 29th January, 2010

We use the simple past to refer to an action which took place over a period of time in the past, or which took place regularly and repeatedly, but is over now. • • •

Manager (Sales) reported that the figures of the last quarter had been delayed… William (Bill) H. Gates was the Chairman of Microsoft Corporation. Sunit and I frequently studied together when we were in class VII.

Activity 7 1

Use the verbs in the box to complete the sentences. Some of the sentences are positive statements, some are negatives and some are questions. You may use some of the verbs more than once. eat

be

visit

start

go

realize

accept

complain

place

ring

i

________ you ________ the Red Fort when you went to Delhi?

ii

On Monday, last week, the tenth class students _________ their board examination.

iii

I ________ her up yesterday, but she _____________ at home.

iv

I am writing with reference to the order I _____________ with you last month.

v

Last week a number of customers _____________ about the tardy service.

50

vi

Oh I am sorry. I _____________________ you had visitors.

vii

When _____________ they ____________ the new company?

212

viii

When _________ you ____________ abroad last year?

ix

She _____________ _________ the job because the timings didn’t suit her.

x 2

We _____ ___________ the food as it had gone bad.

Write a short paragraph of about 10 lines about your father’s career, giving dates where possible.

Internal Business Correspondence-II

For example: My father’s name is Shri Virender Sahgal. He went to University in 1973, where he studied Architecture. He graduated in 1978 and started his own architecture firm. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

11.7 PRONUNCIATION: WORD STRESS Activity 8 Put the correct stress mark on the following words: i ii iii iv v vi vii viii ix x

organize maintain recommend secretary manager office utility confirm suggest inform

organization maintenance recommendation secretarial managerial official utilization confirmation suggestion information

11.8 LET US SUM UP In this unit you have learnt about some more types of downward noninteractive internal business correspondence. You now know what a notice is and how you should write it. You have also become familiar with what an agenda means and how it should be drafted. You are aware that discussions or decisions taken during any meeting are recorded in the form of minutes. You have read how a particular style and language is used to write down minutes.

11.9 ANSWERS Activity 1

51

213

Business Correspondence

i

ii

The notice put up in a college is read by a large number of students who may or may not respond to the notice whereas in the case of the business organization all or some members definitely have to respond to the notice. For e.g. a notice in a college informs about an inter collegiate quiz competition while a notice in an organization informs about a meeting of the employees with the management. The word ‘agenda’ refers to a list of items to be dealt with especially at a meeting. It gives direction to the proceedings of the meeting. It helps to save time and ensures that the meeting takes place in an organized manner. ‘Hidden agenda’ refers to a secret plan or an ulterior motive. For e.g. the government’s hidden agenda in imposing heavy taxes on processed foods is to encourage people to turn to natural food products.

iii

The familiar meaning of the word ‘minutes’ is one sixtieth of an hour. For example: It will take ten minutes to get to the bus stop. The other meaning of the word ’minutes’ is a written summary of the points discussed at a meeting. It is a written record of the proceedings of a meeting.

Check your progress 1

52

1

Notices are written to give information to the public. It is a sheet or a placard displaying information about a meeting or decisions taken by the management.

2

Usually the Secretary of the Managing Director issues the notice for a formal meeting.

3

The notice is usually put up on a notice board or on the company’s website for viewing by employees while a circular is usually distributed by hand or mail.

4

An agenda is the backbone of any meeting as it gives direction to it. It helps the members to focus attention on the important matters and therefore channelize the discussion to a fruitful outcome. This ensures optimum utilization of time and members’ energy.

5

The minutes should be written in a particular style because they are an official and reliable record of all important matters discussed, resolutions moved, recommendations made, decisions or actions taken during a meeting. Therefore, it should be simple, clear and free from ambiguity. Since it indicates collective activity the language used should also reflect this. Rather than being verbose the language should be concise and precise and thus should focus on the main points of discussion of the meeting. Simple past tense and passive voice should be used. It should be well-organized with headings of sections or of agenda of items in bold letters. If there is an action item, it should be put in a separate paragraph with the heading “Action”. Whenever there is a summary of the discussion, contents are itemized to enable the reader to understand the main points of the argument.

6

The incorrect ones are (ii), (iv) and (viii)

214

Activity 2 Suggested answer: The updating of promotional literature to include the company’s new models was suggested by Ms. Ratna Ahmad. She pointed out that some changes had also been made to older models and this information needed to be included in the promotional literature. Activity 3

Internal Business Correspondence-II

a – 6; b – 4; c – 1; d – 3; e – 5; f – 2; g – 9; h – 7; i – 8; j – 10 11.5

Listening and Speaking

Tape script All formal meetings require that a written record of the discussions held and decisions reached be prepared and kept for possible future reference. This is necessary in order to avoid disputes about what was exactly said or decided at a meeting. It is no surprise that certain meetings like the Annual General Meetings and meetings of Board of Directors of companies are required by law to record the minutes of their proceedings. Even non-formal meetings like a face-to-face meeting of two officials of a company, may find it necessary to keep at least an informal record of their decisions in the form of a memo. Records of meetings also help other people who need to know but are not required to be present at the meeting, to find out what transpired at the meeting. There are two ways in which the content of the minutes of a meeting can be written – the first one is the minutes of narration and the second one is the minutes of resolution. In the former, the leading points of the discussion are arranged in a particular way. The title of the point on the agenda is written first, and then the statements of the chairperson regarding the matter under discussion are recorded. After noting these items, the ideas, suggestions, agreement and dissent (if any) of the various members are written. Finally, whatever is the final resolution or decision taken in the meeting is recorded. The second way of writing minutes, that is, the minutes of resolution, is when only the title of the item on the agenda and the decision or resolution agreed upon is recorded. Activity 4 1 i

2

discussions, decisions

ii

disputes

iii

Annual General Meetings and meetings of Board of Directors

iv

two

v

minutes of narration

vi

minutes of resolution

i

False (Writing the minutes of a meeting is an essential requirement)

53

215

ii

Business Correspondence

False (Minutes of a meeting not only help those who are present at the meeting but also those who need to know what happened but are not required to be present there)

iii

True

iv

False (The correct order is: a, c, b, d)

v

True

Activity 5 Energy Conserve 33, J Block Saket New Delhi-110066

NOTICE The Board of Directors would like to meet the employees’ representatives of the various departments on Thursday, the 27th of February, at 2.30 p.m. in the Committee Room. This is to discuss new policy measures regarding a recreational area for the employees in the factory premises. 25th February 2010 cc:

i ii iii iv v

Secretary

Ms. Reshma James, Director (Sales) Mr. Akhil Kumar, Director (Production) Mr. Aijaaz Muhammed, Director (Marketing) Mr.---------------------------------------Ms.----------------------------------------

Enclosure: A copy of the agenda of the meeting.

AGENDA Items for discussion: • • • • • •

Need for a recreational area for employees. Feasibility of such an area within factory premises Locating a suitable area Allocation of Budget for the recreational area. Developing it as an Eco-friendly zone Energy saving mechanisms to be deployed in this area

MINUTES Minutes of the first meeting of the MD, Board of Directors and Employees’ Representatives held on 27th January 2010 at 2.30 pm in the Committee Room. 54

Present:

216

Mr. Shivdutta Sen (M.D.) Mr. Akhil Kumar, Director (Production) Mr. Aijaaz Muhammed, Director (Marketing) Mr. Anesh Gupta, Director (Finance) Ms.---------------------------Mr. Prashant Sharma (Employees’ Representative) Mr. Sukhdev Singh (Employees’ representative) In Attendance:

Internal Business Correspondence-II

Aruna Kapoor (Secretary) Shruti Samuel (Architect) Apologies for Absence: Apologies for absence was received from the following person. Ms. Reshma James, Director (Sales) Proceedings · Meeting called to order at 2.30 p.m. by Chair, Mr. Shivdutta Sen Need for a recreational area for employees. 1

The Managing Director recommended the need for a recreational area for all employees in the factory premises. He emphasized that the company was concerned about the employees’ welfare and thus such a step was being taken. The Board of Directors seconded the framing of the new policy after debating over the feasibility of such a facility within the factory premises.

2

Director (Production) suggested that the recreation centre could be constructed near the canteen for easy accessibility. The others approved of this decision.

3

The Employees’ representatives gave inputs on the facilities to be provided within the recreation centre such as a mini screen for showing movies, a library, play area for children, etc.

4

The Director (Finance) informed that a budget of 30 lakhs can be allocated for this recreation center.

5

The architect gave her suggestions about the location and design of the facility. She advised that the building should be eco friendly and gave suggestions for the same. She also highlighted how energy saving mechanisms could be deployed in this center.

The suggestions were taken into consideration. The next meeting to discuss the plan of the recreation center is to be held on 3rd February, 2010 Meeting adjourned by 4.00 pm. Minutes submitted by Aruna Kapoor (Secretary).

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UNIT 12: EXTERNAL BUSINESS CORRESPONDENCE-I Structure 12.0 12.1 12.2 12.3 12.4 12.5 12.6 12.7 12.8 12.9 12.10

Objectives Warm up Language Focus Reading Vocabulary Listening Writing Grammar: the Present Perfect and the Perfect Continuous Tenses Pronunciation: Stress in Short Phrases Let Us Sum Up Answers

12.0 OBJECTIVES In this Unit you will learn: • •

•

What is external business correspondence Types and functions of external business correspondence o Informative and Persuasive Letters 1 routine letters 2 sales letters o Letters for Special Purposes o Problem Letters How to write o Routine Letters 1 Letter of inquiry 2 Letter seeking information 3 Letter of request 4 Letter of quotation o Sales Letters 1 Prospecting letter 2 Cover letter with offers etc 3 Follow up letters 4 Sales appreciation letters

The other kinds of external business correspondence shall be discussed in External Business Correspondence-II.

12.1 WARM UP 57

218

Business Correspondence

12.1.1 There are two letters written by the same person for different purposes. Are they the same in tone, format and content? What is same / different about them? Letter 1 Apt # 505 Himalaya Apts, Sector-9, Dwarka N. Delhi – 75.

Date: 23rd February 2010

Dear Jatin, How are you? I hope you are fine. Guess what happened the other day? I met the film actress Priyanka at a birthday party of a mutual friend. I was so excited to meet her, more so because it was unexpected. The food was good and the music great, but all the guests were taken up with Priyanka. She looked pretty and as attractive as she does on the screen. All the boys (including me of course) were crowding around her and trying to shake her hand or talk to her. I was very impressed by the fact that she was friendly and did not mind people jostling around asking for her attention. After signing countless autographs, she danced to the songs from her films which were played repeatedly as a sort of tribute to her. How are your parents and others at home? Are you still working for Satyam? When are coming to Delhi? Do make it soon so that we can meet. Convey my regards to your parents. With love Samar Letter 2 To The Marketing Manager The Entertainers Jhandewalan Delhi

Date: 22nd February 2010

Sir, I had recently bought an HD LCD TV from your showroom. However after using it for less than even a month, I find that the high definition picture quality is simply not there. At times there is distortion of picture too. I find it extremely disturbing that our new and expensive TV is malfunctioning. As the set is within a two-year warranty period, I request you to send someone immediately to repair/replace the TV. Thank You Yours Sincerely Samar Singh (Apt # 505, Himalaya Apts, Sector-9, Dwarka, N. Delhi – 75) 58

219

Both letters are examples of external correspondence but the second letter is formal in tone and the content is in the nature of a complaint in a business context. The first letter is informal, casual and non-business in content and context. 12.1.2 Differences between formal and informal letters: Formal letter It is written to make a specific point to a person/organization known or unknown to us. Its primary aim is to convey information.

External Business Correspondence-I

Informal letter It can address different topics and is written to people you know.

Generally it deals with private thoughts, feelings and topics of interest to the person to whom the letter is addressed. It contains certain linguistic features It contains expressions which which are formal in nature. characterize conversation – exclamatory expressions (How lovely!), questions (Why don’t you come?), contracted forms (It’ll take some time), etc. It is generally brief, clear precise It may talk about different subjects and complete. It is well-organized and even ramble a bit. There is no and points are arranged in a logical sense of organization or logical sequence. continuity. Activity 1 Can you add some more differences? ……………………………………………………....………………………… ……………………………………………………....………………………… ……………………………………………………....………………………… ……………………………………………………....………………………… ……………………………………………………....………………………… ……………………………………………………....………………………… 12.1.3 There can be communication between individuals who are working at the same level of management. This is termed as horizontal or lateral communication. It helps in fostering informality and interaction between people at the same level. A meeting of VPs (Vice Presidents) of different departments like sales, production or others is an example of this kind of communication. We have already read about the different kinds of noninteractive internal business correspondence in previous units. Let us now go through various types of formal, interactive horizontal external correspondence. This kind of business writing is usually carried out between an organization or business concern and its clients, customers or buyers and is formal in nature. It is mutual and interdependent since it hopes for a positive response and action-oriented feedback in terms of patronage and procurement.

12.2 LANGUAGE FOCUS 59

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Business Correspondence

12.2.1 We use language - both spoken and written - for specific purposes. The words and phrases used to convey one purpose would have to be changed to fulfill another purpose. Chunks of language that serve a specific purpose can be referred to as structures. These are often formulaic expressions that fulfill language functions. They also provide different levels of formality to create a variety of moods. For example, “I’m afraid this is really not possible” is a polite way of refusing something. A number of ways of conveying the same intent is possible in situations of differing degrees of formality. No way (most informal) Not possible Absolutely not This is simply impossible / not possible It seems difficult for this to happen I’m afraid this is really not possible I’m sorry it may not be possible for this to happen I regret to inform you that this may not be possible (most formal) 12.2.2 Instead of writing in a stilted, official language, use a more personal, down-to-earth style. It is true that there are certain conventions that we have to follow in business correspondence. But the tendency to use outdated phraseology makes our language stylized and pompous. See the letter given below: Dear Mr. Sareen, Thank you for your gracious letter of the 7th instant. In response to your query, I wish to state that we no longer sell the equipment you enquired about. Be advised that Sanburn & Co. could be of some help to you. You may address further correspondence to that firm for assistance in the matter. Thank you, Yours sincerely, Hiten Saxena Store Manager Surely there are some words and phrases you would like to omit? We could replace words/phrases like ‘gracious’, ‘of the 7th instant’, ‘I wish to state’, and ‘Be advised’ with less archaic and more contemporary forms. Now read the re-written letter given below. Does it sound better? Dear Mr. Sareen, Thank you for your letter of 7th Oct 2009.

60

221

We no longer sell the equipment you enquired about. However, we are aware that Sanburn & Co. deals with such items. The company executives may be able to help you. You may like to write to them for assistance. Sincerely yours, Hiten Saxena Store Manager Activity 2

External Business Correspondence-I

Apart from being polite and clear, you should be concise too. Here are some more examples of words/phrases you must avoid in your writing. Can you replace them with concise forms? See the answers given at the end of the unit to check your responses. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

In due course Please find attached the file you requested It was realized by Mr. Sareen that we must cut down costs There are some rules that must be observed I beg to state that After a dialogue with you Causative factors The issue of utmost importance is collaboration Answer in the affirmative In accordance/compliance with your request Pursuant to our conversation I enclose herewith the papers Notwithstanding the fact that In the majority of circumstances In the event of

12.3 READING 12.3.1 Read the text below and then answer the questions that follow: There are various kinds of business letters which may be classified according to the nature of the situation for which the letter is written. They can be broadly classified as Informative and Persuasive Letters (Routine and Sales Letters), Letters for special purposes and Problem letters. 12.3.2 Informative and Persuasive Letters •

Routine letters: ƒ Enquiries, seeking information and requests ƒ Quotations ƒ Orders and acceptance ƒ Payment

•

Sales Letters ƒ Prospective or Promotional letters ƒ Cover letters with offers, fliers, catalogues etc. ƒ Proposal letters ƒ Follow up letters

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ƒ

Business Correspondence

•

•

Sales appreciation letters

Letters for special purposes ƒ Agency Letters relating to banks, insurance agents/company, government and regulatory agencies, etc. ƒ Personnel letters relating to employment ƒ Circulars ƒ Status enquiries ƒ Seeking finance Problem letters ƒ Complaints and follow ups ƒ Concessions ƒ Collection Letters on account of overdue/pending payment

12.3.3 Informative / Persuasive Letters Letter of Enquiry These are generally addressed by prospective buyers to possible suppliers of goods to seek information regarding availability of goods and the terms and conditions of supply and delivery. Such a letter may include a description and specifications of goods required. [Date] [To - Name] [Company] [Address] [City, State PIN code] Subject: Catalogue of dresses for your consideration Dear [Ms./Mr. last name] We saw your advertisement in the last issue of the monthly magazine Garments Today. We require Indian and Western style dresses for women of all age groups for our store in Connaught Place, New Delhi. We would like to have a look at some sample dresses and their prices before we can place an order with you. Please let us know when we can see them. Sincerely, [Your name] [Your address, if not using your letterhead] Letter seeking information (for a business plan) [Date] Your address if not using letterhead [City, State PIN code] 62

[To - Name] [Company] [Address]

223

[City, State PIN code] Subject: Seeking help for a business plan Dear [Ms. /Mr. last name] I have been a regular customer of your business and have always admired the way you operate and handle it. At present I’m trying to set up a new venture of my own for a service business which is quite different from yours. But there are some similarities in the way customers are handled. Would you mind if I called you to ask some questions regarding your philosophy about customer service?

External Business Correspondence-I

I have enclosed a self-addressed, stamped postcard with some questions so that you can reply by simply ticking off in the appropriate places. Then I will call at whatever time is convenient to you. Thank you for your time. Sincerely, [Your name] [Your address, if not using your letterhead] Letter of Request Such letters may include requests for goods and services or for information of various sorts (examples given above). Activity 3 Read the letter of request given below and fill in the gaps with appropriate words in their correct form. [Date] Your address if not using letterhead [City, State PIN code] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name if you know it or Madam/Sir] We are ……………. (arrange) a college trip to Kashmir and we are particularly interested in ………….. (visit) Gulmarg. We ……….. (could/would/should – choose correct option) like some information about your tours to the Kashmir valley. It would be greatly ……….. (appreciate) if you could ……… (sent) details about bus fares, their timings and whether they ………. (be) comfortable and air-conditioned or not. We would also like to know if you …………………… (provide) concession fares for student groups in the past. This information 63

224

Business Correspondence

……… (be) important to us because we …………… (be) a large group of 50 students. Kindly let us know the required information at the earliest. Thank you for your time. Yours Sincerely, [Your name] Letter of Quotation When an enquiry is received about goods from a prospective buyer, a letter of quotation has to be sent in reply. Business quotations should give complete information about the nature and quality of goods asked for, time and mode of delivery, prices, any additional charges for packing and shipping or other services, and terms of payment. The letter given below is written in response to a letter of enquiry (see above). [Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] Thank you for showing interest in the dresses made by our team of designers. We have enclosed a copy of the catalogue of our dresses so that you can have an idea of the kind of dresses we make and their prices. You will see that our designs are contemporary and ethnic. Our prices too are unbeatable and very reasonable. I would also like to mention that we have been working in this field for at about 7 years now and supply dresses to most of the well-known and exclusive garment showrooms across North India. I am also enclosing an order form and a document detailing our terms and conditions of payment, discounts on bulk orders and mode of delivery for your attention and information. We also provide a replacement guarantee on our products in case of any problems/defects. Looking forward to hearing from you soon. Sincerely yours, [Your name] [Your address, if not using your letterhead] Enclosures:

64

i) Catalogue ii) Order form iii) Document of details regarding payment etc.

225

Sales Letters The main aim of this kind of communication is publicity and advertisement of a company’s products and/or services offered in anticipation of growth in sales and customer base. The different types of sales letters are: ƒ

Prospecting letters - This is sent to prospective or potential customers for your products or services.

ƒ

Cover letters – They accompany catalogues, fliers, information sheets and offers by companies.

ƒ

Proposal letters – These are written to take on new products, services etc.

ƒ

Follow up letters – They help to outline in writing what you and the recipient have discussed in a meeting or phone call and what you two have decided. They can also work as reminders to customers who may have discontinued patronizing your products or may be in the form of replies to queries by customers.

ƒ

Sales appreciation letters – Such appreciation letters acknowledging a customer’s patronage build both good will and business.

External Business Correspondence-I

Some important factors to consider while writing sales correspondence: ™

™

™

™ ™

™

While composing a sales letter, you should be able to catch the attention of your reader with an effective opening and generate an interest in her/his mind to know more. Identify your potential customers’ need. Sales letters should not only be about what you have to sell; they should address the customer’s need and how you can satisfy this need. A sales letter should make the act of purchasing easy. It should clearly state what the customer is expected to do in case s/he wishes to buy a product. The action to be taken should be within easy reach and possibility of the customer. You should also indicate reader benefit, that is, how the action performed will benefit the receiver of the letter Be polite and conversational in your sales letters. Don’t try to be comic or flippant as most people regard parting with their money as serious business. Check and revise your letter for accuracy.

Prospecting letter Activity 4 In the prospecting letter that follows the prepositions are missing. Fill in appropriate ones. [Date] [To - Name]

65

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Business Correspondence

[Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] I enjoyed meeting you and our last conversation ….…(i) the conference ……(ii) digital photography held …(iii).. [date]. Thanks a lot ……(iv) the tip ……(v) taking better images…. ……(vi) digital cameras. In fact, I went ahead and invested .……(vii) the latest digital camera which is a very handy, convenient and user friendly piece…. …(viii) equipment. I have been shooting short videos too which is another great feature …..…(ix) this camera. I remember you mentioning that you have a photography store ……(x) central Delhi. I would like you ..…(xi) know that I am ……(xii) the business of selling photographic paper. I have enclosed a flier ……(xiii) my company’s [company name] products. I hope you will consider buying paper ….…(xiv) us and recommending us …..…(xv) your contacts. We take great pride .…(xvi) offering high-quality products. Thank you and good luck…. …(xvii) your new store ….…(xviii) south Delhi. Yours Sincerely, [Your name] [Your address if not using letterhead] Activity 5 Special Offer letter In the letter given below, the sentences are grammatically incorrect. Rewrite the letter with grammatically correct sentences. [Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name if you know it or Madam/Sir] This news coffee lovers! Just think - you never have wait to go out buy coffee your supply over. Try new mail order coffee service you wonder you managed without it. We sure you find our service convenient easy that we offering free coffee maker with initial order/subscription.

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Our service care your preferences. You can increase or decrease order any time by simply visiting web site [give URL] adjusting/altering subscription. We enclosing catalogue showing different flavours coffee caffeinated and decaffeinated varieties. We ensure you pure coffee only as all coffee organically grown. Act fast add new coffeemaker to home. The free product limited time till stocks last. We look forward you joining our [company name] family discerning coffee lovers. Sincerely, [Your name] [Your address if not using company letterhead] Follow up letter 1

External Business Correspondence-I

[Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] We have noticed that you have not been buying our products recently and we are wondering if there is a problem. If you have any complaints regarding our products or services please don’t hesitate to call us and let us know the reason for your dissatisfaction. I am sure we can solve your problem. I am enclosing a discount coupon valid for your next order as an incentive to continue buying our products and services. As an added incentive, we will extent this discount to a year’s purchases if you place a standing order for the whole year. We look forward to having you back as our valued customer. Sincerely, [Your name] [Your address if not using company letterhead] Activity 6 Follow up letter 2 Complete the letter given below. [Date] [To - Name] [Company] [Address] [City, State PIN code] 67

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Business Correspondence

Dear [Ms./Mr. last name] It

has

been

a

month

since

we

installed

your

new

dishwasher

…………..……………………….………………………...…………………… ………………………………………………………………..………………… ………………………………………………………………………………….. Please help us to serve you better by filling in the enclosed customer feedback form. …………………………………………………………………………… ………………………………………………………………..………………… ………………………………………………………………………………….. Thanks for buying our product. ……………………………………………… ………………...………………………………………………………………. Sincerely, [Your name] Check your progress 1 Now that you have seen how business letters are written for different purposes, answer the following questions: 1

What are the different kinds of business letters? ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..……

2

What factors should be kept in mind while making an enquiry? ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..……

3

What are the details that need to be included in a letter of quotation? ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..……

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4

What are the different kinds of sales letters? ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..……

5

Prepare a checklist of writing effective sales letters. Collect 2-3 samples of sales correspondence and see if they are effective. If not, what changes would you like to make in them? ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..……

External Business Correspondence-I

12.4 VOCABULARY Activity 7 Some words can be used as a noun, verb, adjective or adverb. For example, the word ‘sound’ can be used as a noun (‘The ugly sound of honking cars is a regular feature of life in Delhi’), as a verb (‘As soon as the siren sounded, the people left their work stations to go home’), as an adjective (‘She gave me sound advice’) or as an adverb (‘She slept soundly’). Fill in the sentences below with the appropriate words given in the box. Remember to make the necessary changes in the word. frequent 1

2

storm

sparkle

question

(a)

Some business letters are in the form of a questionnaire in which you have to answer a set of ………………………..

(b)

When the Manager ………………………. his subordinates about the missing file, they answered quite fearlessly.

(c)

His ………………………… spirit has not dimmed with advancing years.

(d)

He looked at me …………….………………..

(a)

The …………………. weather kept people at home.

(b)

The MD …………..……….. out of the meeting after meeting stiff opposition to his proposal. 69

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Business Correspondence

3

4

(c)

The strike was like a …………..……….. in a teacup because it ended within a few hours of its beginning.

(a)

The dewdrops glinted and …………………………. in the morning sunshine.

(b)

The ………..……….. waters of the spring gushed out from the side of the mountain.

(c)

A ……………..… of mischief lit up the face of the child.

(a)

He is a …………….……. visitor to Delhi.

(b)

The Manager noticed that the employees …………………. the cafeteria and concluded that they were either fond of eating or of shirking work.

(c)

After his retirement, the management spoke of him ……… ………. and with great affection.

(d)

The …………………………… of swine flu is increasing in an alarming manner.

12.5 LISTENING Activity 8 Listen to the audio recording and then complete the sentences. You may listen to it more than once if required. 1

Informal letters are like having a/an …………………………………....

2

Personal letters unlike the more formal letters have diverse …..……… …………………….

3

The conventions of formal letters are …………………………………..

4

Business correspondence include the following letter types (name any four):

5

70

i

……………………………………

ii

……………………………………

iii

……………………………………

iv

……………………………………

Formal letters must have the following four points: i

……………………………………

ii

……………………………………

iii

……………………………………

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iv

12.6

……………………………………

WRITING

Activity 9 1

Make an enquiry to CFL Company Ltd. about the bulbs you wish to replace in your office. ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..……

External Business Correspondence-I

……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… 2

You want to announce the catalogue of your new venture of sports gear. Write a cover letter for this and remember to include your website URL in your letter. ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..…… ……………………………………………………………………..……

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……………………………………………………………………..……

Business Correspondence

……………………………………………………………………..…… ……………………………………………………………………..……

12.7 GRAMMAR: THE PRESENT PERFECT AND THE PERFECT CONTINUOUS TENSES 12.7.1 The Present Perfect Tense Read the sentences given below. They are from the unit. 1 2 3

I had recently bought an LCD TV from your showroom. We have already read about the different kinds of non-interactive, internal … I have been a regular customer of your business and have always admired the way you operate and handle it.

The words in bold are in the Present Perfect Tense. Has/have + past participle of the verb Function • The Present Perfect Tense is used to talk about the present result of past actions. It is also used to talk about recent events. 1 2 •

I have given your report to the Director. (S/He has it now.) I have sent them the samples they wanted. (I have sent them, they are in the post now.)

The Present Perfect Tense is used for a finished action at an unknown or unstated time, often with ever, never, just, already, yet, since and for. 1 2 3 4

Sunil has never been to England. I’ve just finished reading the report. My office has been here since 1950. Have you spoken to Sushant yet?

12.7.2 The Present Perfect Continuous Tense Read the sentences given below: 1 2

We would like to know if you have been providing concession fares for student groups in the past. I have been working through the day.

Function: The Present Perfect Continuous Tense is used with for, since and how long? and other expressions of duration (e.g. all day) to talk about activities that 72

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started happening the past and are still happening now. The activity may have been going on continuously or repeated several times. 1 2

They have been manufacturing scooters here for 10 years. I have been trying to call him all day.

Check your progress 2 1

Complete the following sentences by putting the verbs into the Present Perfect. i

I’m going to send them a reminder. They ……………… (not pay) us for the last shipment.

ii

I ………………………. (work) enough. I want to retire now.

iii

I arrived late to the airport, I …………………….(miss) my flight.

iv

We ………………..…….. (spend) a lot of money on modernizing the factory, and it is now very well equipped.

v

Sumit, …………………………(you/meet) Kiran Nadar? She’s is our Managing Director.

vi 2

The dollar…………………….. (fall) sharply.

You are in charge of a project. Write a short paragraph saying what you have already done and what you haven’t done yet. We give you an example:

External Business Correspondence-I

We have already completed the needs analysis… We have not started collecting the data as yet. ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… 3

Put the verbs in brackets into the Present Perfect Simple or the Present Perfect Continuous. i

I ……………….………(write) a report for Mr. Kanduri. (it is finished)

ii

I …………………….. (not/take) a holiday for two years.

iii

I …………………. (not/feel) well recently.

iv

We …………………..(visit) potential sites for the new office, but we haven’t found anything suitable yet.

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v

Business Correspondence

Since January, our turnover ……………………. …..(increase) by 40%.

vi

The legal cell …………………….. (look) through the MOU, but they say they need another day to read it all.

vii

I deserve a pay hike because I ………………………… (work) hard this year.

viii

I ……………………….. (work) on those figures. They are almost ready.

12.8 PRONUNCIATION: STRESS IN SHORT PHRASES Mark the stress in the following short phrases and then listen to the audio and repeat after the teacher. Activity 10 i

Business correspondence

ii

Letter of inquiry

iii

Letter of request

iv

Prospecting letters

v

Two-year warranty

vi

Persuasive letters

vii

Informative letter

viii

Prospective buyers

ix

Regular customer

x

Discount coupon

12.9 LET US SUM UP In this unit you have learnt what interactive external business correspondence is. You also learnt about various types of such correspondence and the purpose for which they are written. You have also become familiar with writing informative and persuasive letters which include routine and sales letters. You were also shown how to write letters of inquiry, letters seeking information and letters of request. For writing different kinds of sales letters, you were given examples of writing prospecting letters, cover letters with promotional / discount offers, follow up letters and sales appreciation letters. We hope you find the unit useful and interesting.

12.10 ANSWERS Activity 1 74

235

i ii ii.

The formal letter contains the sender’s and receiver’s address whereas this is not required in the informal letter. In the formal letter we use salutations like Respected, Reverend etc. while in the informal letter we use informal salutations like Dearest, My Dear, etc. The formal letter is concise and to the point whereas an informal letter is like an extended long distance private conversation.

Activity 2 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Soon The file you requested is attached Mr. Sareen realized that we must cut down costs Some rules must be observed I wish to say After talking to you causes The most important issue is collaboration answer/say yes as you asked for/ requested after what we talked / spoke about I enclose the papers Although/ even though Usually If

Activity 3

External Business Correspondence-I

Dear [Ms./Mr. last name if you know it or Madam/Sir] We are arranging a college trip to Kashmir and we are particularly interested in visiting Gulmarg. We would like some information about your tours to the Kashmir valley. It would be greatly appreciated if you could send details about bus fares, their timings and whether they are comfortable and air-conditioned or not. We would also like to know if you have been providing concession fares for student groups in the past. This information is important to us because we are a large group of 50 students. Activity 4 Appropriate prepositions are: i) at vi) through xi) to xvi) in

ii) on vii) in xii) in xvii) with

iii) on viii) of xiii) of xviii) in

iv) for ix) of xiv) from

v) on x) in xv) to

Activity 5 75

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This news is for coffee lovers! Just think - you will never have to wait to go out and buy coffee once your supply is over. Try our new mail order coffee service and you will wonder how you ever managed without it. We are so sure you will find our service very convenient and easy that we are offering a free coffee maker with your initial order/subscription. Our service takes care of your preferences. You can increase or decrease your order any time by simply visiting our web site [give URL] and adjusting/altering your subscription. We are enclosing a catalogue showing different flavours of coffee in both caffeinated and decaffeinated varieties. We ensure that you get pure coffee only as all our coffee is organically grown. Act fast and add a new coffeemaker to your home. The free product is for a limited time till its stocks last. We look forward to you joining our [company name] family of discerning coffee lovers. Activity 6 Dear [Ms. /Mr. last name] It has been a month since we installed your new dishwasher. I am writing to know if it is functioning properly and taking care of your needs. Please help us to serve you better by filling in the enclosed customer feedback form. It will take a few minutes to do so. To return it to us, simply drop the completed form into a post box as it is already stamped and addressed to us. Thanks for buying our product. If there is anything further I can do for you, please feel free to call us at the numbers given on the letterhead. Sincerely, Check your progress 1 1

Different kind of business letters are as follows Informative and persuasive letters:

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i

Routine letters may include the following: ΠEnquiries, seeking information and requests ΠQuotations ΠOrders and acceptance ΠPayment

ii

Sales letters such as: ΠPromotional letters ΠCover letters with fliers, catalogues etc. ΠProposal letters ΠFollow up letters ΠSales appreciation letters.

iii

Letters for special purposes ΠAgency letters relating to banks, insurance agents/company, government and regulatory agencies etc.

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ΠΠΠΠiv

Personnel letters relating to employment Circulars Status enquiries Seeking finance

Problem letters ΠComplaints and follow ups ΠConcessions ΠCollection Letters on account of overdue/pending payment

2

In a letter of enquiry one must ensure that one has asked for all the information that one needs regarding the availability of goods and the terms and conditions of supply and delivery. One may include a description and specifications of the goods required.

3

The letter of quotation is the response to a letter of enquiry from a prospective buyer. It should contain complete information about the nature and quality of goods asked for, time and mode of delivery, prices, any additional charges for packing and shipping or other services and terms of payment.

4

The different kinds of sales letters are as follows: a b c d e

5

Prospecting letters Cover letters Proposal letters Follow up letters Sale appreciation letters

Some important correspondence: • • • • • •

factors

to

consider

while

writing

sales

External Business Correspondence-I

It should have an effective opening to get the attention of the reader and generate interest. It should address the customer’s need and how you can satisfy his/her need. It should clearly state what the customer is expected to do in case s/he wishes to buy a product. The action to be taken should be within easy reach and possibility of the customer. It should also indicate how the action performed will benefit the receiver of the letter. The tone should be polite and conversational. Humour should be avoided. It should be checked and revised for accuracy.

Activity 7 1 (a) questions(noun) (b) questioned (verb) (d) questioningly (adverb) 2 (a) stormy (Adj) (b) stormed (verb) 3 (a) sparkled (verb) (b) sparkling (adj)

(c) questioning (adjective) (c) storm (noun) (c) sparkle (noun)

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4 (a) frequent (adj) (d) frequency (noun)

(b) frequented (verb)

(c) frequently (adv)

12.5 Listening Tape script In the course of our life, we have to write both formal and informal letters/emails. Let us discuss the difference between the two. As you are aware, informal letters are likely to be in the form of extended long distance private conversation. For instance, in a letter to a relative or a friend, you may wish to describe a place or a person, tell a story, or even have an argument. In these personal letters, you can use whichever style serves you best. Such letters are therefore, rather varied in their style and content. Formal letters, on the other hand, are generally more ‘set’ in their style and phraseology, although the conventions change from time to time. They are usually written, for example, when you want to request an organization to do something for you, or when the decisions of the government have to be conveyed to the people concerned and records have to be kept. What are these formal letters? These include, for example, letters of inquiry, application for jobs, letters to newspapers, orders for goods, letters asking for travel and hotel reservations, etc. They may also be semi-formal (also called demi-official) letters written to business/ professional colleagues and addressed by name. The importance of formal letters becomes increasingly clear after entering the workplace. A formal letter has to observe the form usually adopted for such communication. There are certain things that one should keep in mind, when writing a formal letter. •

•

•

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Keep your letters as brief as possible. Remember that the person you are writing to does not have the time to go through a long, rambling letter. If s/he receives such a letter, s/he is likely to slip it in at the bottom of her/his pile of incoming mail, with the thought that s/he will look at it when s/he has the time. In fact, most formal letters are restricted to one or two main points. Most of them do not exceed one page of single space typing and very few are longer than two pages. Complex topics are usually dealt with in reports rather than in a letter. If required, a covering letter may be sent with the report and state the main points and conclusion. Your letter should be clear, precise and complete. Unnecessary details should be avoided. Care should be taken to focus upon important issues. These points should be arranged in a logical sequence.

Activity 8

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1 2 3 4 5

a long distance private/personal conversation style and context more rigid than informal letters letters of enquiry, request, complaint, letters about jobs, letters of acceptance and rejection i brevity ii clarity iii focus iv logical sequencing

Activity 9 1

19-01-2010 To The Sales Manager CFL Company Ltd. DLF Square, Phase-II, Hauz Khas Delhi, 110016 Subject: Bulbs required for replacement in the office premises. Dear Mr. Sinha We saw your advertisement in today’s issue of The Times of India. In an attempt to be a ‘green’ organization we want to replace all the tungsten bulbs in our office with CFL bulbs. We would like to have a look at samples of the different CFL lights your company manufactures. If you could send us a catalogue of the varied models with their prices we could place our order. Please do so at the earliest.

External Business Correspondence-I

Sincerely, Kritika Gulati The Nielsen Company Gate No: 4 YWCA Building Gole Dakhana New Delhi-110001. 2

Cover letter Sports Shoppe No:11, South Ext. II New Delhi-110054 Ph No: 011-2554362 9811243564 www.sportsshoppe.com

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20.1.10

Business Correspondence

Employer Name Company Address City, State, Dear Mr. /Ms. Last Name, If you are serious about sport, then we're sure you would be as serious about the quality. The advances in the area of modern sports gear have ensured that not using comparable grade of sports equipment makes a sportsman significantly less competitive. A pair of basketball shoes or a tennis racket or a cricket bat may make the difference between winning and losing and to the longevity of a sportsman. Modern sports equipment blends materials science, sports medicine and of course, aesthetics and design. Sports Shoppe: Your source for sports gear requirements. If you are looking for the right kind of sports equipment then look no further. If you play cricket, then we will let you find the source for the best cricket bats, cricket balls, cricket gloves, stumps, abdomen guards, wicket keeping gloves and more. If you play golf, we will show you the best places for golf clubs, golf balls and more. We are here to care for your preferences. You can place your orders on our website www.sportsshoppe.com after subscribing. We are enclosing a catalogue showing the different products we offer. We offer reasonably priced and genuine sports gear. Place an order on or before the 31st of January 2020 and you will get 15% off on your orders. We look forward to you joining hands with Sports Shoppe for all your sports gear needs. Sincerely, XYZ Check your progress 2

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1

i ii iii iv v vi

have not paid Have worked Have missed Have spent Have you met Has fallen

3

i ii iii iv

have written have not taken have not been feeling have visited

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v vi vii viii

has increased has been looking have worked have been working

Activity 10 Stress Mark i ii iii iv v vi vii viii ix x

'Business corres'pondence 'Letter of in'quiry 'Letter of re'quest Pros'pecting 'letters 'Two-year 'warranty Per'suasive 'letters In'formative 'letter Pros'pective 'buyers 'Regular 'customer Dis'count 'coupon

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UNIT 13: EXTERNAL BUSINESS CORRESPONDENCE–II Structure 13.0 13.1 13.2 13.3 13.4 13.5 13.6 13.7 13.8 13.9 13.10 13.11 13.12

Objectives Warm up Language Focus Reading-I: Different Types of Letters Writing-I: Sequencing Grammar: Direct and Reported Speech Listening Writing Letters Reading-II: Email Guidelines Writing-II: Writing an Email Pronunciation: Stress in Phrases Let us sum up Answers

13.0 OBJECTIVES In this Unit you will learn about: •

The mechanics of drafting external business correspondence

•

More types of external business correspondence ƒ

ƒ

ƒ

•

Letters for special purposes − Agency letters − Personnel letters relating to employment − Status enquiries − Seeking finance Problem letters − Complaints and follow ups − Concessions − Collection Letters on account of overdue/pending payment E-mails - Some guidelines for writing them

How to write these letters

13.1 WARM UP 13.1.1 After reading the previous unit on external correspondence you must have realized the importance of using language correctly and clearly in order to communicate effectively through writing. Barbara Tuchman (noted historian) rightly remarks that it takes two persons to fulfill the function and 82

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purpose of the written word. However, “this function can be largely met only when the writer keeps the written form simple, concise and brief”. Activity 1 To write effectively, you need certain skills that will enable you to write simply, clearly correctly and briefly. Read the following paragraph. When the mall owners were contacted on December 23rd, the assistant manager informed the senior chief engineer that they were thinking over ordering advertising block 1 for sale. But he also expressed his inability to take a firm decision by requesting this company to confirm their intention of buying the block within a month when their president will comeback from a business trip, which will be January 22nd 2010. The two things you would have understood after reading the above paragraph is that the mall owners were contacted on December 23rd and the president is returning on January 22nd. The important information about the sale of the block of shops is muddled up by the use of excessive words. How will you rewrite this paragraph to make sense? Check your writing with the answer given at the end of this unit. .…………………………………………………………………………………. ……………………………………………………..…………………………… .…………………………………………………………………………………. .…………………………………………………….…………………………… .…………………………………………………………………………………. .……………………………………………………...……..…………………… ……….………………………………………………………………………… ………..………………………………………………………………………… ……………………………………………………..……………………………

13.2 LANGUAGE FOCUS The Mechanics of Writing a Letter A business letter should be neat, attractive and create a positive impression in the mind of the receiver/reader. While there should be accuracy in both facts and presentation, attention should be paid to the following points: The letter should give the date i.e. tell when the letter was sent. It should have the name and designation of the recipient. Ensure that the name is spelled right as nothing turns off a reader more surely than her/his name being misspelled. Do not address a lady as Mr. or as Mrs. if she is unmarried. The recipient’s address should be given correctly. 83

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The letter should also give the address of the sender i.e. from where it is being sent. It should have the name and designation of the sender.

Business Correspondence

It is a good idea to plan your letter before writing it. There are some steps involved in it: 9 9 9 9

9 9

9

Ask yourself: What is the purpose of this letter? Assemble all relevant information and documents Decide upon the key points you wish to convey Analyze your audience and write your messages according to the reader’s age, status, characteristics and attitudes especially when he or she belongs to a culture other than your own. Draft the document stating your purpose. Format the document with care. Use a conventional format and appropriate courtesy titles and proper salutations at the beginning and end of the letter. Revise your message with care and then type your final draft. Read it again before sending it. Check for grammar mistakes.

Forms of Salutations, the Beginnings and the Endings A business letter usually begins with ‘Dear Sir/Madam’ or even a simple ‘Sir/Madam’ is enough. If you know the name of the person you are writing to, address her/ him by their surname, e.g. ‘Dear Dr. Sinha’. Then begin the letter by saying why you are writing, e.g. “I am writing to ask………., or ‘I am writing to confirm ……………..’ etc. When you write a letter seeking a favor, or information, you close it by saying “Thank you, Yours Sincerely” or “Sincerely yours”. If you wish to get an answer to your letter, you may close by writing “I look forward to hearing from you” or “An early reply would be greatly appreciated”. Activity 2 Given below is a list of verbs and verb phrases. Choose a suitable verb to complete the sentences below. Begin your sentence with “I am writing to ………………” or “I would like to ……….” ask invite thank i

inquire about inform request

confirm apologize for complain about allow for

… the poor quality of the cloth used …. …………………………………………………………………………..

ii

… the rude behavior of my clerk… …………………………………………………………………………..

iii 84

… you for the excellent arrangements … …………………………………………………………………………..

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iv

… the post you advertised… …………………………………………………………………………..

v

… the dates which we agreed on … …………………………………………………………………………..

13.3 READING-I: DIFFERENT TYPES OF LETTERS 13.3.1 Read the text below and then answer the questions that follow: We have already learnt about routine and sales letters. In this unit you will read about Letters for Special Purposes and Problem letters. 1

Letters for Special Purposes are: i

ii iii iv 2

Agency Letters relating to banks, insurance agents/company, government and regulatory agencies, appointing business agents, etc. Personnel letters relating to employment Status enquiries Seeking finance

Problem Letters are: a b c

Complaints and follow ups Concessions Collection Letters on account of overdue/pending payment

13.3.2 Special Purpose Letters i

Agency Letters

•

Correspondence with Banks

A company needs to be in constant touch with its bank for various commercial transactions like opening a current account, stopping payment of cheque, request for an overdraft, loan, bank guarantee etc. [Date] [To – Name of branch manager] [Name of bank] [Address] [City, State PIN code] Subject: To open a current account Dear [Ms./Mr. last name] 85

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Business Correspondence

We are in the business of manufacturing garments and we have recently opened a new showroom of our products in this area. We have a turnover of Rs 2 crores annually. For our financial transactions we need a current account and would like to open one in your bank. Kindly let us know about the formalities that have to be fulfilled in this respect. We look forward to an early response. Sincerely, [Your name] [Your designation] [Your address, if not using your letterhead] •

Request for agency

Business firms which do not find it suitable to open branches usually establish agency relationships with other business firms in different towns and cities. This helps to expand business and save the cost of operating and maintaining branches. There is a particular process of establishing an agency. A business concern may advertise or apply to a manufacturer or supplier for an agency explaining its financial resources, business connections, area and scope of operations, guarantee of business, rate of commission, requirement of sole agency or otherwise and lastly business references. When such relevant information is provided, the objective is to achieve a positive response from the interested party. The manufacturer or supplier makes enquiries regarding the financial position and business dealings of the applicant from the referees. When the interested party is convinced of the applicant’s credentials, a draft agreement or form is sent for completion and signatures. [Date] To [Company name] [Address] [City, State PIN code] Subject: Request for agency Dear Madam/Sir In response to your advertisement for appointing agents for your products in Dwarka, New Delhi, we would like to offer our services. Our firm has been in the business of selling children’s clothes for more than 10 years. We are interested in selling your products and we are confident that we will be able to boost the sales of your products in this area.

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We charge 5% commission on gross sales and guarantee all payments within a period of 90 days from the date of receipt of consignment. Our bankers are United Bank of India, Sector 4, Dwarka. You can refer to M/s Fancy Clothing, Sector 6, Dwarka, for seeking information about our financial integrity.

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We shall do our best to promote your business in the Dwarka area and look forward to a fruitful relationship. Sincerely, [Your name] [Your company address, if not using your letterhead] Activity 3 Read the letter of appointment of agent (given below) and fill in the gaps with appropriate words. [Date] Your address if not using letterhead [City, State PIN code] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name if you know it or Madam/Sir] Sub: …………………………….. We are ………… to inform you that we would like to …………….. you as our sole agent for the Dwarka area in New Delhi. Your name has been ……… recommended and we hope we …………. also establish good business relations in the future. To ………….. with, we quote below ……. prices of different kinds of dresses ………… have been recently …………….. out by us. 1 2 3

Dress with thread embroidery medium size @ Rs 2000/- per piece. Dress with thread embroidery large size @ Rs 2500/- per piece. Dress with thread embroidery small size @ Rs 1500/- per piece.

You will be ……………. 5% commission on sales as per our agreement. Please ……….. the enclosed Form of Agency and …………… it by return post. We are also sending …… separate post our latest catalogue ………. price list of our products. Kindly ……………… receipt of our products. Yours …………………., [Your name] 87

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Business Correspondence

ii

Personnel Letters

Activity 4 Such letters relate to conditions of employment. Given below is a letter of application for the post of sales manager in a commercial organization. The beginning and the end of the letter are missing. Complete the letter by filling in gaps. [Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] ………………….……………………………………………………………… ………………….……………………………………………………………… ………………….……………………………………………………………… I am 34 years old and have at least 10 years of sales experience in a reputed firm [give company name]. I have also headed a team of 8 sales executives and have been involved in devising innovative sales strategies, from the planning to the execution stage. …………………………………………………..……………………………… …………………………………………………..……………………………… ……………………………………………………..…………………………… ……………………………………………………..…………………………… …………………………………………………………………………………. Looking forward to hearing from you soon. Sincerely yours, [Your name] [Your address] Activity 5 Look at the incomplete response to the above application. Fill it in with the correct form of the verb given in brackets. [Date] [Name] [Address] [City, State PIN code] 88

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Dear [Ms./Mr. last name if you know it or Madam/Sir] We …………………….. (receive) your resume and application for the post of Sales Manager which we……………………..(has) advertised in the [newspaper title]. Your qualifications ………….(be) excellent and we ………………… (add) you to the group of applicants we …………… (like) to bring in for the interview. This position ……. (be) an important one and a key to the growth of our company. That is why we ………….. (be) extremely careful in our selection process. We ………(be) in touch with you within the next 2 weeks to set up a phone interview. After that we will bring in semi-finalists for an in-person interview. We appreciate your patience and your interest in ………………. (work) with us. We look forward to ……………….. (talk) to you soon. Sincerely, [Your name] iii

Status Enquiry Letter

Enquiries about the credibility, financial standing and dealings of business firms, customers and clients are often made. For this purpose confidential letters are sent to known referees or to other business houses and institutions which may have dealings with the firms. It is expected that all these letters as well as replies to the same are written in good faith and in strict confidence. A straight forward opinion which does not reflect any bias or exaggeration should be given when such enquiries are made. [Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] Thank you very much for your order dated February 5th 2009, for 100 dresses on credit for 2 months. As you are dealing with us for the first time, we shall be grateful if you could furnish to us either a bank guarantee or a Delhi reference known to us. This is standard and usual practice. Meanwhile, we shall give our attention to your order. Sincerely yours, 89

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Business Correspondence

[Your name] [Your company address] iv

Letters Seeking Finance

These letters are written to banks or other financial institutions asking them to extend loan facility to business concerns. 2 Problem Letters a

Complaint Letter

Given below is a letter of complaint to the Railways. [Date] [Your address] The Superintendent Railway Parcel Section New Delhi Station. New Delhi Dear Madam/Sir This is to inform you that on January 15th 2009, we had sent a consignment of our products to Mr. Salve of Mumbai vide railway receipt no.[give number and date] from New Delhi station. The railway receipt was sent to our customer. However, we have received a complaint from Mr. Salve that the parcel has not yet reached him. Please look into the matter and let us know what happened to the parcel. Sincerely yours, [Your name] b

Letters Asking for Concessions

These letters are usually written by business organizations to financial institutions requesting for concessions in the terms and conditions of loan repayment. c

Collection Letters

They are sent by business firms to defaulting customers. They are also known as ‘dunning letters’. The tone of such a letter should be courteous and polite. The usual practice is to write these letters in 3 stages, first in the form of a mild reminder, the second as a persuasive letter and the third is the last resort stage. The first mild reminder is the ‘will pay’ stage where the company is confident of receiving payment. The second ‘persuasive letter’ is the ‘should pay’ stage. The business house has to persuade and appeal to the erring customer. When all reminders and persuasive letters fail to elicit the desired response from the customer, the ‘last resort’ letter is sent. This letter is short and to the point. It gives the customer one last chance to pay. 90

Activity 6

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Complete the body of the letter. [Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] We regret to point out that we have written to you repeatedly, on 10th and 25th December, 2009 and again on 21st January 2010, calling your attention to our unsettled account of Rs 22,250/- against supply of dresses as per your order. ………………………………………………………………………………..… ………………………………………………………………………………..… ………………………………………………………………………………..… ………………………………………………………………………………..… ………………………………………………………………………………..… ………………………………………………………………………………..… We trust you will make this action unnecessary by settling our account immediately. Sincerely yours, [Your name] [Your company’s address] Check your progress 1 Now that you have seen how business letters are written for different purposes, answer the following questions: 1

What are the principles of effective communication? ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….………………………………………………………………………

2

What are the points to be considered in drafting a business letter? ….……………………………………………………………………… ….……………………………………………………………………… ….………………………………………………………………………

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….………………………………………………………………………

Business Correspondence

….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… 3

Why do business firms appoint agencies instead of opening branches? ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….………………………………………………………………………

4

Define collection letters. ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….………………………………………………………………………

5

Describe the stages of sending collection letters. ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….……………………………………………………………………… ….………………………………………………………………………

13.4 WRITING - I: SEQUENCING Activity 7 Given below are sentences taken from an application for the post of a sales officer. Rearrange the sentences in the correct order and organize them into separate paragraphs. i 92

ii

My present job requires me to not only to sell goods but also to keep an account of the sales and do some typing too. I am 26 years old and hold an MBA degree.

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iii iv v vi vii viii

I am interested in applying for the post of a sales officer which was advertised in The Hindustan Times on 30th of July 2009. I enclose my CV and will be happy to give you further information if required. You can contact me at my home phone or on my mobile during business hours. The reason for wanting to leave this job is that I find the office routine too monotonous. I have been working in a department store for the last three years where I have been the sole in charge. Since the job advertised involves traveling and meeting people, it would suit my abilities and temperament. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

13.5

GRAMMAR: DIRECT AND REPORTED SPEECH

Read the following sentences: a b

The MD said, “I want result oriented performance”. The MD said that he wanted result oriented performance.

The first sentence gives the actual words of the speaker and is in direct speech while the second sentence reports what the MD had said in indirect speech. Remember: If the reporting verb is a past tense, the tense of the verb in indirect speech must be changed to past tense. For example: ‘want’ in sentence (a) is changed to ‘wanted’ in sentence (b). If the reporting verb is a present or future tense, the tense of the verb in indirect speech remains unchanged. For example, a

The MD says “Collaboration is the need of the hour”.

b

The MD says that collaboration is the need of the hour.

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Business Correspondence

The talk shows how tenses change in reported speech when we use a reporting verb in the past tense. Actual Words ‘I work for BML.’ ‘I am working for BML.’ ‘I worked for BML.’ ‘I was working for BML.’ ‘I have worked for BML.’ ‘I will work for BML.’ ‘I may/can work for BML.’

Report Speech He said that he worked for BML’ He said that he was working for BML.’ He said that he had worked for BML.’ He said that he had been working for BML.’ He said that he had worked for BML.’ He said he would work for BML.’ He said he might/could work for BML.’

Check your progress 2 1

Change the following into reported or indirect speech: i

The President told his employees, “There will be bonus for all”. …………………………………………………………………..

ii

The captain said to his men, “Stand at ease”. …………………………………………………………………

iii

The customer said, “I’m thinking of buying a new car”. …………………………………………………………………

iv

The lady said, “I’m very interested in working for you”. …………………………………………………………………

v

The Director told the Manager, “Please don’t mention the plan to anyone”. …………………………………………………………………

vi

The Manager said to his Secretary, “Don’t put any calls through to my office”. …………………………………………………………………

vii

“I will show the visitors round the factory tomorrow,” said the Factory In charge. …………………………………………………………………

viii

“I may work for EFL,” said the young man. …………………………………………………………………

2

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Read the report about what a candidate said at the interview. Change the words in bold into direct speech. (i) Geetika Singh said that she was very keen to work for us. (ii) She said that she had been working at Pioneering Publisher for the last three years. When we asked her about her reasons for leaving, she said that (iii) she liked what she did, but she wanted more

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responsibility and challenges. As far as her terms of notice are concerned, she said that (iv) she couldn’t leave her job for another month. When we offered her the job in our company she said that (v) she would be glad to join provided she was given a promotion as Chief Editor. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

13.6 LISTENING Activity 8 Listen to the audio recording and then complete the sentences. You may listen to it more than once if required. 1

Say whether the following statements are true or false. Correct the false ones. i ii iii iv v vi

13.7

Letters of complaint are written by sellers. Letters of complaint are written when there is a difference between the goods ordered and the goods supplied. A complaint letter should reflect the anger of the person. When you write a complaint letter, you must start with the assumption that the other party is not a cheat. When a complaint is received by a supplier, s/he should wait for some time before attending to it. Vague and rambling letters of complaint which are unsupported by evidence should be attended to as soon as possible.

WRITING LETTERS

Activity 9 1

Write a letter to Punjab National Bank seeking finance for your new venture. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

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…………………………………………………………………………..

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Write a letter of complaint against a TV company which has delivered a defective TV. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

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13.8 READING – II: EMAIL GUIDELINES E-mail or “electronic mail” is a process of sending text messages in electronic form. The messages can also include images and video clips. E-mail has the characteristics of both writing and speaking. It is presumed to not be subject to the same standards as other written correspondence. As it is a fast and convenient way of communicating, some people believe that it is almost as immediate as a phone call. But the tone of voice and the facility of being able to explain immediately when you sense that there is miscommunication are missing from e-mail. Hence, the correct use of language is important to communicate effectively.

How email really works http://support.kavi.com/khelp/kmlm/user_help/html/how_email_works.html

Given below is a sample email page:

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Some rules have to be observed while writing e-mails. These guidelines constitute ‘e-mail etiquette’. They are:

External Business Correspondence-II

Make your mail easy to read. Use the subject line to tell the recipient the purpose of the message. Have one subject in each mail. Use concrete words that avoid negative connotations. Use the appropriate level of formality. If you are writing to your boss, be as formal as you would be in printed letters. Write in a clear and organized manner. Use short and simple sentences. Use correct spelling and basic grammar. Generally, the length of your message should be kept to one screen only. If there is a file or document you want your reader to view, send it as an attachment with your e-mail. Just like a written letter, be sure to begin your email with a greeting like ‘Dear Dr. Gupta’ or ‘Dear Ms. Sahgal’ and also close with a salutation. Use standard spelling, punctuation, and capitalization. Do not write in all upper case letters as this denotes shouting/screaming. This is also called “flaming” and considered bad manners. Write clear, short paragraphs and be direct and to the point; professionals and academics alike see their email accounts as business. Don't write unnecessarily long emails or otherwise waste the recipient's time. Adopt the “you” attitude, emphasize positive points, be polite, use biasfree language and project the company’s image. Be sure to revise your letter after writing it. Don’t think e-mail is a private affair. Some people send information to recipients who shouldn’t read, receive or don’t need it. Don’t send usernames or passwords through email. Information about credit cards or bank accounts should never be given via e-mail. Avoid sensitive or information that could be potentially damaging to someone's career and/or reputation, including your own. Do not overuse e-mail acronyms or abbreviations. Don’t use exclamation marks in every important sentence. This is too informal. Don’t use emoticons in business letters. Activity 10 99

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Can you add more guidelines? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. Check your progress 3 1

How is e-mail better than other forms of communication? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

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Enumerate some rules/guidelines (at least 5) to observe while writing e-mail. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

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What kind of language should be used in e-mails? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

13.9 WRITING – II: WRITING AN EMAIL Activity 11 Compose an e-mail in the correct format for the following situation: Your company, India Garments, wants to buy good quality Chinese silk from a Chinese company. Write an e-mail to the business head of the Chinese company stating your purpose. ………………………………………………………………………………….. ………………………………………………………………………………….. 100

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………………………………………………………………………………….. ………………………………………………………………………………….. …………………………………………………………………………………..

External Business Correspondence-II

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13.10 PRONUNCIATION: STRESS IN PHRASES Activity 12 Mark the stress in the following phrases and then listen to the audio and repeat after the teacher. i ii iii v v

Letters for Special Purposes Agency letters Personnel letters relating to employment Status enquiries Problem letters

vi vii viii ix x

Concession letters Letter of appointment Letter seeking finance Letters of complaints Government agencies

13.11 LET US SUM UP In this unit you have learnt what interactive external business correspondence is. You also learnt about the principles of effective communication and the mechanics of letter writing. You have been introduced to various types of such correspondence and the purpose for which they are written. You have also become familiar with letters written for special purposes and Problem letters. The former includes agency letters for appointing business agents, letters to banks, insurance companies, financial institutions, government agencies or regulatory bodies, letters relating to personnel and status enquiry letters. The problem letters include complaints and follow ups, concession letters and collection letters. E-mail is another form of communication which is transmitted electronically. You saw how easy it was to use email as a casual piece of conversation. You also read that this should not be the case in the business world and great care has to be taken in drafting e-mails.

13.12 ANSWERS Activity 1 Suggested answer: The senior chief engineer contacted the mall owner, on December 23rd to enquire if block 1 was on sale. He was informed by the assistant manager that the company was thinking of selling block 1. He was further told that the

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decision would not be taken until the president returned / came back from a business trip on January 22nd 2010. Activity 2 i ii iii iv v

I am writing to complain about … I would like to apologize for … I would like to thank … I am writing to apply for … I am writing to confirm …

Activity 3 Dear [Ms./Mr. last name if you know it or Madam/Sir] Sub: Appointment of Agency We are glad to inform you that we would like to appoint you as our sole agent for the Dwarka area in New Delhi. Your name has been highly recommended and we hope we shall also establish good business relations in the future. To begin with, we quote below the prices of different kinds of dresses which have been recently brought out by us. 1 2 3

Dress with thread embroidery medium size @ Rs 2000/- per piece. Dress with thread embroidery large size @ Rs 2500/- per piece. Dress with thread embroidery small size @ Rs 1500/- per piece.

You will be allowed 5% commission on sales as per our agreement. Please fill in the enclosed Form of Agency and send it by return post. We are also sending by separate post our latest catalogue and price list of our products. Kindly acknowledge receipt of our products. Yours Sincerely, [Your name] Activity 4 Missing lines are given in bold: [Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms/Mr last name] I would like to apply for the post of Manager (Sales) that was advertised in The Times of India on 15th July 2009. 102

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I am 34 years old and have at least 10 years of sales experience in a reputed firm [give company name]. I have also headed a team of 8 sales executives and have been involved in devising innovative sales strategies, from the planning to the execution stage.

External Business Correspondence-II

I enclose my curriculum vitae and would appreciate an opportunity of being interviewed. I would then be able to give you a better idea of my abilities. Looking forward to hearing from you soon. Sincerely yours, [Your name] [Your address] Activity 5 Dear [Ms./Mr. last name if you know it or Madam/Sir] We have received your resume and application for the post of Sales Manager which we had advertised in the [newspaper title]. Your qualifications are excellent and we have added you to the group of applicants we would like to bring in for the interview. This position is an important one and a key to the growth of our company. That is why we are being extremely careful in our selection process. We will be in touch with you within the next 2 weeks to set up a phone interview. After that we will bring in semi-finalists for an in-person interview. We appreciate your patience and your interest in working with us. We look forward to talking to you soon. Sincerely, [Your name] [Your designation] Activity 6 Missing lines are given in bold: [Date] [To - Name] [Company] [Address] [City, State PIN code] Dear [Ms./Mr. last name] 103

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We regret to point out that we have written to you repeatedly, on 10th and 25th December, 2009 and again on 21st January 2010, calling your attention to our unsettled account of Rs 22,250/- against supply of dresses as per your order. But you have not responded to any of our letters. In such circumstances we are compelled to inform you with great reluctance that unless our account is settled by the end of February 2010, we shall place the matter in the hands of our solicitor. We trust you will make this action unnecessary by settling our account immediately. Sincerely yours, [Your name] [Your designation] [Your company’s address] Check your progress 1 1

The principles of effective communication are as follows: One has to be brief and use few and effective words instead of long sentences. Courtesy has to be maintained with appropriate level of formality. One has to be precise and take care to include all relevant facts, data and necessary information. One has to be simple, clear, correct and brief.

2

There are some points to be kept in mind while drafting business letters. • • • • •

• • 3

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The letter should be attractive to create a positive impression on the reader. It should be accurate in facts as well as presentation. It should have the date, sender’s and receiver’s address. It should have the name and designation of the sender as well as the receiver with the right spelling. It is good to chalk out a plan before writing the letter. This includes listing out the purpose, the key points to be conveyed, analyzing the audience- the reader’s age, attitudes and cultural background- and also acquiring the relevant documents and information. Once the planning is done, make a rough draft. Next format the letter with care using appropriate courtesy titles and salutation at the beginning and end of the letter. Revise with care and type the final draft. Check for grammatical errors.

Business firms appoint agencies instead of opening branches as this is more cost effective. They can expand business by establishing agency relationships with other business firms. This would help them save the cost of operating and maintaining branches.

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Collection letters are sent by business firms to those customers who have pending payments. They are also known as ‘Dunning letters’. Such letters should have a courteous and polite tone.

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The collection letters are written in three stages usually: i ii iii

External Business Correspondence-II

The first in the form of a mild reminder. This is the ‘will pay’ stage where the company is confident of receiving payment. The second ‘persuasive letter’ is the ‘should pay’ stage. The business house has to persuade and appeal to the erring customer. The third is the ‘last resort’ stage when all reminders and persuasive letters fail to elicit the desired response from the customer. This letter is short and to the point. It gives the customer one last chance to pay.

Activity 7 Paragraph 1: sentence (iii) Paragraph 2: sentences (ii), (vii), (i) Paragraph 3: sentence (vi), (viii) Paragraph 4: sentence (iv), (v) Check your progress 2 1

i ii iii iv v vi vii viii

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i ii iii iv v

13.6

The President told his employees that there will be bonus for all. The captain commanded/ordered his men to stand at ease. The customer said that he was thinking of buying a new car. The lady said that she was very interested in working for me. The Director told the Manager not to mention the plan to anyone. The Manager asked his Secretary not to put any calls through to his office. The Factory In charge said that he would show the visitors round the factory next day. The young man said that he might work for EFL. “I am very keen to work for you”, said Geetika Singh Geetika Singh said, “I have been working at Pioneering Publisher for the last three years”. “I like what I do, but I want more responsibility and challenges”. “I cannot leave my job for another month”. “I would be glad to join if I am given a promotion as Chief Editor”.

Listening

Tape script There may be occasions when discrepancies arise between the stipulations in the order placed by the buyer and the actual manner or execution of the order by the supplier. The quantity and quality of goods received may not conform

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to the goods ordered, or the goods received may be less in number or in a damaged condition. There could be another reason for the discrepancy – the terms and conditions of payment, delivery, etc. may have varied. Letters of claims and complaints may have to be written by the buyers on such occasions. A letter of complaint should be written in polite language giving only bare facts which should be substantiated by sufficient evidence. The letter should never start with the assumption that the other party is a cheat. Complaints may arise due to some unintentional acts and circumstances and benefit of doubt should be given unless otherwise proved. When complaints are received, the suppliers should attend to them immediately and speedy action should be taken to rectify the wrong, if any. If the complaint is not justified, the reply must be given in a polite manner and without being offensive. All letters of complaints, claims and adjustments must be clear and definite and should be supported by relevant documents. Activity 8 i False, written by buyers iii False, should be politely worded v False, attended to immediately

ii True iv True vi False, should be clear, definite and supported by evidence.

Activity 9 1

Letter to Punjab National Bank seeking finance:

1ST February, 2010 To Mr. Anand Kapoor Branch Manager Punjab National Bank IGNOU Branch Maidan Garhi, Delhi-110068 Subject: Finance for opening a bookshop on M. G. Road. Dear Mr. Kapoor, We plan to open a bookshop and have ear marked a suitable location on M.G. Road for our new venture. It would include a reading space cum cafeteria. Such a bookshop is the need of the hour in our city. The estimate to set up shop is Rs. 15,00,000. We need a loan to meet the expenses. We request you to let us know the formalities that have to be completed in order to apply for the loan. We would be greatly obliged if you could do so at the earliest. We look forward to an early response. Sincerely,

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Shalini Mathew F-129, Golf Links Defence Colony

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New Delhi- 110069 2 Letter of complaint against a TV company which has delivered a defective TV. 2nd February, 2010

External Business Correspondence-II

Shalini Mathew F-129, Golf Links Defence Colony New Delhi- 110069

The Manager Quantum Electronics 72, M.G. Road Pune, Maharashtra Dear Madam/ Sir This is to inform you that the television which was sent to me on 25th January, 2010 has been malfunctioning. The model number is HYX-09 and the Bill no: 187490 dated 25th January 2010. After switching on the television it goes into the ‘power off’ mode in a few minutes. It is unfortunate that a reputed company such as yours has provided a defective product. Kindly replace the defective television at the earliest. Thank you Sincerely yours, Shalini Mathew Activity 10 More on e-mail etiquette: i Double check the name(s) you have entered in the “To” line before sending your mail. ii Reserve the “high priority” label for e-mails that are in reality “high priority”. Don’t label all mails as “high priority” as nobody will take your mail seriously after some time. iii Keep attachments to a minimum. iv Use bullets/markers/numbers so that the recipient can focus at once on the important details. v Being gender sensitive helps when replying to women. vi Do not use jargon and slang. Check your progress 3 1

E-mail better than other forms of communication in following ways: • It has characteristics of both writing and speaking. • Email messages can include images and video clips. • Can be almost as immediate as a phone call.

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Use standard spelling, punctuation, and capitalization. Do not write in all upper case letters as this denotes shouting/screaming. This is also called “flaming” and considered bad manners. 107

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Write clear, short paragraphs and be direct and to the point; professionals and academics alike see their email accounts as business. Don't write unnecessarily long emails or otherwise waste the recipient's time.

Business Correspondence

Adopt the “you” attitude, emphasize positive points, be polite, use bias-free language and project the company’s image. 3

Language can be formal or informal depending on the context.

Activity 11 To: Cc: Subject: [Text of Message] Dear Madam/Sir, We have heard a lot about the good quality of silks manufactured by you. We deal in making and selling silk dresses and we are based in New Delhi, India. As such, we require high quality silk fabrics for our products. We would be grateful if you could send to us information about the variety of silks manufactured by you and their corresponding prices as soon as possible. Please let us know about freight, custom and other charges (if any), as such charges may be applicable to transnational business orders involving two countries. This will enable us to place our order with you. We look forward to hearing from you and to the beginning of a new relationship. In case you wish to verify our credentials, please contact the referees given below. One of them is a company with whom you already share a business relationship and who had recommended your name to us. 1 2 3

……………… ……………… ……………….

[Give names, addresses and contact details of business associates/concerns who know you well] With regards, [Your name] [Your full company address with contact details] [Give your company’s website address if you have one] Activity 12 Stress mark:

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i 'Letters for 'Special 'Purposes ii 'Agency 'letters iii Person'nel 'letters relating to

vi Con'cession 'letters vii 'Letter of ap'pointment viii 'Letter seeking 'finance

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em'ployment 'Status en'quiries 'Problem 'letters

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'Letters of 'complaints 'Government 'agencies

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Customer Service

4 MODULE A course book for students doing Diploma in

Business Process Outsourcing

Brought to you by ABHIJIT KUMAR MISRA

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UNIT 14: TYPES OF CUSTOMERS Structure 14.0 14.1 14.2 14.3 14.4 14.5 14.6 14.7 14.8

Objectives Warm up Reading Language Focus Listening: Types of Customers Writing Speaking and Writing Grammar: Relative Clauses Pronunciation: Stress and Rhythm in Connected Speech I: Content Words and Structure Words 14.9 Let Us Sum Up 14.10 Answers

14.0 OBJECTIVES This Unit deals in detail with the various types of customers you are likely to deal with at work. Here you will learn about: • • • • • • •

The difference between a telephone and face-to-face business conversation Types of customers What to expect from each customer type How to handle each customer type The importance of using the right tone of voice for each customer type The importance of being patient in dealing with difficult customers Phrases to use in handling customers

14.1 WARM UP Activity 1 Think of all the times you have gone to a store and have been confronted with a salesman whose attitude you found unpleasant. Did you find his/her tone of voice offensive, or was it his/her words that caused you to lose your temper? And were there occasions when, just because the sales person was pleasantly coaxing, you ended up buying something when you had actually only gone window shopping?

14.2 READING As human beings we all display different characteristics, especially when under stress. In face-to-face situations the body language and facial expressions of the person you are speaking to tells you how they are feeling, thus making it easier for you to give appropriate responses. However, on the telephone you need to be able to recognize different types of people purely from their choice of words and their tone of voice. This is even more 5

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important for those of us who deal with customers over the telephone on a day-to-day basis. Most customers have a specific type of product or service in mind when they make contact with an organization. They respond well to your offer to help if you do so in a positive, pleasant, and professional manner. There are others who, because of their outlook on life, their attitude, personal habits or background, may cause you frustration and require additional efforts on your part to handle them. It is this group of difficult customers that we will learn about in greater detail in this unit. There are different kinds of difficult customers. They could be negative, rude, inconsiderate, aggressive, unreasonably demanding or too talkative. While it is not an easy task to deal with such customers, it is important to treat each one as an individual and avoid stereotyping them. Remember to stay calm and focused and not lose control of the situation. It is also important to recognize the kind of person you are dealing with as early in the conversation as possible, as this will help you in providing an adequate response with positive results. Types of customers Indecisive customers: These are people who will spend hours deciding what to buy. They want to know more, but are difficult to convince, and will find excuses to avoid making a decision. Consequently, they take up a lot of your time. The way to deal with them would be to use a firm tone of voice while emphasizing the qualities of the brand you are offering. Ask a lot of open-ended questions to know exactly what their needs are so that you can offer the best possible solutions. Reluctant customers: These, unlike the above, will listen to everything but are unwilling to make the final decision. They will even stop you from approaching the final step of buying the product or closing the call. Their typical response would be “Why don’t I get back to you on this?” or “I don’t have the time right now.” Such customers need to be driven into making a decision. You need to make them aware of the need to buy at the opportune time by drawing their attention to the extra benefits, and special features of the product or service without being aggressive. Demanding customers: The demanding customer generally feels the need to be in control. Such customers may raise their voice, find fault with everything, and make unreasonable demands on you. They will push you to commit to a response of their choice. They could throw tantrums and demand that their needs be met, and even accuse you of neglecting them. The important thing is to stay calm and patient and not allow their behavior to provoke you. Be firm and assertive and focus on the customer’s needs. Be flexible and willing to listen to requests, and talk about what you can do, not about what you cannot do. Prepare to negotiate if you are thoroughly familiar with your

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organization’s policies and procedures. Bear in mind that your ultimate goal is customer satisfaction, so provide an alternative where possible. Rude and inconsiderate customers: They will go out of their way to be offensive. They will raise their voice, demand to see or speak to the superior, use abusive language, and snap at you. Though outwardly they seem confident and self assured, they are often insecure and defensive, and are just trying to get attention. In dealing with them, be calm, assertive and in control of the situation. Keep an even tone of voice, and if they interrupt you while you are dealing with another customer, make direct eye contact, smile and tell them firmly that you will be with them as soon as you have finished with the present customer.

Types of Customers

Talkative customers: Such customers are friendly, chatty and expressive, and love to connect with people. They ask lots of questions. This may be because they are generally talkative, or are lonely and looking for someone to listen to them. Stay warm and friendly, ask open-ended questions to determine what they need, then switch to closed-ended questions to control the situation and limit the opportunity for the customer to continue talking. When you find the conversation slipping, ask back-on-track questions that relate to the product or service. But make sure your tone remains friendly so that you don’t sound patronizing or condescending. Passive customers: These customers listen patiently, but do not voice their own opinions, state their concerns or work towards a decision. You cannot understand or anticipate their thoughts; hence handling them is difficult since you do not know what their needs are. Their responses to what you say are usually “Ok, I see” or “Uhhhh”. To understand their requirement you need to get them as involved in the conversation, and assist them to come out with their query or problem. Ask closed-ended questions to reconfirm understanding or to ask for an opinion, and also learn to read between the lines. You may also give references of other customers who were satisfied with similar solutions so that they feel confident about their decisions. Dissatisfied customers: You will often encounter dissatisfied customers. No matter what you try to do for them, they will complain, and feel annoyed and victimized. They feel that their situation is the most important in the world. In fact these are the customers who are likely to tell the maximum number of people that they are unhappy with the way you do business. Give them uninterrupted attention while they speak – their immediate need is to know that someone is willing to attend to their problems. Do not make excuses; a dissatisfied customer does not want to hear why he did not get the service or product he wanted. It is also best to not cover the mistake, try to correct it. Empathize with him, do not patronize him. Ask open-ended questions and paraphrase the customer’s responses to acknowledge that you have understood the problem correctly, and then take appropriate action to suit his/her needs.

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Irate customers: Customers can be angry for various reasons. They may be unhappy with the service, or feel they have been cheated. These customers feel the need to show anger to be taken seriously and will use their anger to intimidate you. What they really want is for you to take notice of them, give them special attention and appreciate the reason for their anger. They are also looking for explanations and solutions. The anger helps them to feel that they are the ones in control. What they do not want from you are denials, justifications, arguments, and excuses, or a condescending tone of voice and strong words. You need to be at your professional best. Remain calm and confident. If the customer raises his/her voice or uses abusive language, take a deep breath and count to ten before responding. Remember that irate customers are angry with the organization, product, or service that you represent, not with you. Remain objective and focused on getting the information out of them that can help you sort out the problem. Following these steps will help you to tackle difficult situations with angry customers: • • • • • •

First of all, acknowledge their feelings and let them express themselves, then go beyond the anger and try to find the reasons for it. Listen actively without interrupting. Do not say anything that will further add to their anger and frustration. Empathize with them and reassure them that you understand why they are angry and that you want to solve their problem. Negotiate a solution by involving them in finding it and implement their solution if it is feasible. If not, suggest one closest to it. Go further and request for a written complaint via email. Later, conduct a follow up and ensure that everything goes well. This may require making a personal call after a period of time. Remember that the thumb rule is to under-promise but over-deliver.

Remember that a key factor that determines your success is your ability to handle various types of customers. This is where all your virtues of patience, tact, understanding and ability to use appropriate language are tested to the hilt. Check your progress 1 1

Look at the statements below and write down the type of customer that you would associate each statement with. i ii iii iv v vi vii viii

8

I’ve only got a few minutes, so I need you to attend to me immediately. Oh, you sound a lot like a friend of mine from Pune. Have you ever been to Pune? Why don’t we take this up another time? Can’t you understand when someone tells you something once? I don’t think this will work. Never again will I ever use the services of your organization. It’s working better now, but still not as I expected. Hmmm, perhaps.

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Read the statements/phrases below and mark which you think are appropriate and which are inappropriate to use while dealing with difficult customers. i ii iii iv v vi vii viii ix x xi xii xiii xiv xv

We could not furnish the details you asked for as we were short on staff. You will have to wait two days to get this information. I understand your concern….. That’s not possible….. I’ll certainly mail it to you by tomorrow. However, what I can do is…….. Our policy doesn’t permit….. That’s not right…. I can assure you that…….. I can see you are upset…. I'm sorry you had to deal with this Billing problem. I’ll do whatever I can to help you. I really want to help you solve this problem with your order I’m not sure we can do that… That must have been very difficult for you I think you should….

Types of Customers

14.3 LANGUAGE FOCUS The right language is a very powerful tool while tackling difficult situations. Especially while dealing with customers who tend to get emotionally charged and lose their temper, you need to choose your words with utmost care. Here are some example phrases that can escalate, and some that can defuse the tension in such situations. Avoid using phrases such as these that fuel emotion Œ Œ Œ Œ Œ Œ Œ Œ Œ Œ Œ Œ

Why didn’t you… You should have… You never… You always… There is nothing I can do… Our policy does not permit… That’s impossible… You don't realize… Calm down… I've got problems too… You’re not the only one in a hurry… I've already told you a hundred times….

Instead, start your sentences with phrases like these that help to defuse anger. These are especially useful while handling irate customers. Œ Œ Œ Œ

May I explain? So what you would like me to do is… Here’s what I can do… I’ll be happy to check…

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Œ Would you be interested in seeing… Œ I understand what you’re saying…/why you … Œ Some people have found it helpful to… Œ It’s important that… Œ In order for me to assist you better… Œ What would you suggest……/How would you suggest we deal with…. Œ May I suggest………… Check your progress 2 Now make statements for the following situations using the appropriate phrase from the examples above. i ii iii iv v vi vii viii ix x

You want some additional information to be able to solve a problem You want to offer the customer something new You want to make an important point You are offering to go into further detail You are offering to verify something You want to paraphrase something to show your understanding of it You want to give the example of another satisfied customer You want to involve the customer in finding a solution to the problem You want to assure your customer you empathize with him You want to offer a solution

You will have noticed that there are certain typical phrases that form the base for formal telephone conversations. The ‘do you want’ is replaced by ‘would you like’, and ‘could’ and ‘may’ are used a lot. Activity 2 Rewrite the following sentences using phrases from the box below, to make them sound more appropriate for handling your customers. You may be able to use more than one option in some cases. i ii iii iv v vi vii viii ix x

What did you say? When did you last call us? Can you give me your order number? What’s your name? I’ll see what I can do. That’s something I cannot do. The manager is not available at the moment. I’ll call you tomorrow. I know you are not satisfied. Is 2.30 p.m. on Friday okay?

Could you tell me…….. I would like………….. May I ………………… I would like you ………… I’m afraid……………….. Would……………….

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Would …………….. Could you give………… I beg………………… Please……………….. Would it be…………….. Could……….

14.4 LISTENING: TYPES OF CUSTOMERS

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Listen to a talk about ‘Types of Customers’. Some of these customer types may be different from those in the reading section, but knowing as many of them as possible will help you deal with them better. After listening to the talk answer the following questions. Check your progress 3

Types of Customers

As you have learnt from the talk on types of customers, you need to adopt a certain type of attitude and tonal quality while dealing with different customers. Match these, numbered 1-9, to the types of customers, marked (A) - (I). Some tonal qualities may be suited to more than one customer type. i ii iii iv v vi vii viii ix

Be prepared with facts and figures Be encouraging and make them feel comfortable Be friendly, but restrict getting side tracked Count to ten and stay cool Admit lack of awareness where necessary, and seek assistance Be patient as you may need to ask many questions to get some information Be firm to defend what is logically worth defending Be assertive, but use a calm, soothing tone of voice Use voice and words to speak with conviction

A B C D E F G H I

Aggressive Extroverts Analytical Technically aware Shy Skeptical Passive Chronic complainers Irate

14.5 WRITING Activity 3 Look at the situations given below. Make sentences in response to the situations. Note the situations all pertain to ‘telephoning’. i ii iii iv v vi vii viii

Answering the telephone. Offering to take a message. Saying who you are. Asking to speak to Mrs. Jones. Asking the caller for more information about the call. Saying someone is unavailable. Asking for the caller’s name. Asking the caller to repeat something.

14.6 SPEAKING AND WRITING

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Below are situations in which you have to make calls to a customer. With a partner, make these conversations in writing and practice them, one person playing the executive and the other the customer. Remember to use the tonal quality based on what type or customer you are, and as the executive, the tone of voice you need to take to deal with a particular type of customer. You can use the help of the phrases in the box to make the dialogue. Switch roles and practice again. I’m positive you have not been charged… Sorry I don’t mean to inconvenience you… Let me talk to your supervisor…. I agree that it is an inconvenience for you…. Are you certain you have the figures and dates right? Would it be possible for you to… I can see that this is upsetting for you… Activity 4 1

You call a customer to collect an outstanding invoice, the amount outstanding is $1200, and he has defaulted on payment. The customer disputes the amount and is not willing to pay. He is also the aggressive sort.

2

A customer calls in to make a payment of 145$ and you see that there is still 60$ due. You need to convince her to make the additional payment as well.

3

Being an irate customer, she loses her temper and does not want to pay the extra amount.

4

You call a customer for payment of 870$, the customer says that he has a query on the account and refuses to pay till that is sorted out. Find out the details and collect on the account. You have an irate customer.

5

You call up a customer to collect a payment that is due. The customer is unable to pay now due to financial problems. Your customer is shy and hesitant.

14.7 GRAMMAR: RELATIVE CLAUSES Read the sentences given below: 1 2 3 4 12

5

Indecisive customers are those who will spend hours deciding what to buy. Especially while dealing with customers who tend to get emotionally charged and lose their temper, you need to choose your words with utmost care. The computers which/that the company bought were very expensive. The candidate whom they selected had extensive experience of computer industry. We are looking for an assistant whose typing speed is excellent.

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6

The lady to whom I spoke in your office was very helpful.

The underlined sentences are all examples of Relative Clauses or adjectival clauses. We use a relative clause beginning with who, that, which to describe or define a person or a thing. Who is used to refer to a person, and which or that to describe or define a person. The relative pronoun whose is used to show possession. In formal or written language, we may insert to, from, about, on in front of whom, which and whose.

Types of Customers

Activity 5 1

Complete the sentences with who, whom, which, that and to whom. i

The receptionist at the desk ………………………. I spoke was very helpful.

ii

The hotel has a large conference hall in ………………… workshops can be held.

iii

I can give you the name of the HR Manager …………………. I deal with.

iv

We drew a short-list of candidates …………….. CVs were very good.

v

We’ve got a machine …………….. prints in colour.

vi

Yesterday I met someone …………….. brother works in your office.

vii

Our client manufacturers clothing …………….. is distributed in the popular retail stores.

viii

We are looking for someone …………….. has a proven track record of excellence.

2

Complete the following sentences about yourself and your work, using relative clauses. i

I work for a company that does event management.

ii

I’m in a division ……………..……………................................

iii

I have a boss ……………..……………......................................

iv

As part of my work, I deal with people ……………...................

v

I sometimes have to do jobs ……………..…………………......

vi

In my free time, I enjoy doing things…………………………... 13

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14.8 PRONUNCIATION: STRESS AND RHYTHM IN CONNECTED SPEECH I: CONTENT WORDS AND STRUCTURE WORDS In Connected Speech we put words together to form phrases and sentences. For example, ‘rice and curd’ is a phrase and ‘I am a student’ is a sentence. When we put words together to form phrases and sentences in English, how do we say them? Do we give equal importance to all the words that form a phrase or a sentence? In other words, do we stress all the words in a phrase or sentence? No, we don’t. In a phrase or sentence (or in a longer piece of connected speech) we stress some of the words and leave the others unstressed. For example, in the phrase ‘rice and curd’ we stress the words ‘rice’ and ‘curd’ and leave the word ‘and’ unstressed. In the sentence ‘I am a student’ we stress only the word ‘student’ and leave the other words unstressed. The phrase and the sentence given above are reproduced below, this time with the stressed words marked with the vertical bar ( ' ). 14.8.1 Words to be Stressed in Connected Speech 'Rice and 'curd. I am a 'student. In the two examples given above we stressed certain words and left others unstressed. Are there any rules regarding which words we should stress in a piece of connected speech? Yes, these are. In fact, the meaning of the phrase or the sentence decides this. We stress those words in a phrase or sentence that are important for the meaning of the phrase or sentence. 14.8.2 Content Words and Grammatical Words We said above that we stress those words that are important for the meaning. Let us illustrate this. In the sentence ‘I love you’ if the speaker wants to tell the person that he loves only the referred to person as ‘you’ and no one else, he will stress the word ‘you’. If, on the other hand, the speaker wants to state that he (and no one else) loves that person, he will stress the word ‘I’. Look at the same sentence repeated twice below. I love ‘you’ (The speaker loves that person ‘referred to as ‘you’ and none else) ‘I’ love you (The speaker, and none else, loves the person referred to as ‘you’) What if the meaning doesn’t require any particular words in an utterance to be stressed? Then the speaker will stress the content words in an utterance and leave the grammatical words unstressed, e.g. I 'love you. Now what are content and grammatical words?

14

Nouns, main verbs, adjectives, adverbs, question words and demonstrative are content words, that is, they have independent meanings of their own, and articles, pronouns, prepositions, auxiliary verbs, and conjunctions are grammatical words, that is, their main function is to show the grammatical relations among words. A few examples are given below, in which only the content words are stressed and the grammatical words are left unstressed. The stressed words are marked with the vertical bar.

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I 'gave him 'ten 'books. I 'love my 'friends. I 'love to 'live in 'Delhi. There are 'ten 'boys and 'five 'girls in our 'class. My 'son is a 'good 'driver. I 'ate some 'rice and 'curd. We have a 'grey 'cat in our 'house. 'Give me 'six 'eggs, 'please.

Types of Customers

In the examples given before, most of the content words are monosyllabic. What happens when a content word has more than one syllable? If a content word that has more than one syllable occurs in a piece of connected speech, we stress only that syllable in it which we stress if we were to say the word by itself. Here are a few examples in which the content words have more than one syllable each. The 'coffee was 'excellent. It was an 'excellent a'chievement. I’ve made a mis'take They have de'clared a 'holiday to'day. Do you re'quire any as'sistance? I will 'never for'get you. We 'visited 'London last 'summer. Is'lam is the re'ligion of 'Muslims. I have an im'portant exami'nation to'morrow.

14.9 LET US SUM UP This unit has introduced you to the types of customers you are likely to come across in your line of work. It has then gone on to tell you how best to deal with them, with a special focus on irate customers. It has also given you many examples of phrases you should not use while handling customers and alternative phrases to replace these. You have had the opportunity, in this unit, of extensive practice in the use of this type of language with plenty of exercises for practice. You have also learnt the use of modals, and their importance in questioning and in formal telephone conversation.

14.10 ANSWERS Check your progress 1 1

i ii

I’ve only got a few minutes, so I need you to attend to me immediately. Demanding Oh, you sound a lot like a friend of mine from Pune. Have you ever been to Pune? Talkative

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v vi vii viii 2

i ii iii iv v vi vii viii ix x xi xii xiii xiv xv

Why don’t we take this up another time? Indecisive Can’t you understand when someone tells you something once? Rude I don’t think this will work. Reluctant Never again will I ever use the services of your organization. Irate It’s working better now, but still not as I expected. Dissatisfied Hmmm, perhaps. Passive We could not furnish the details you asked for as we were short on staff. Inappropriate You will have to wait two days to get this information. Inappropriate I understand your concern….. Appropriate That’s not possible….. Inappropriate I’ll certainly mail it to you by tomorrow. Appropriate However, what I can do is…….. Appropriate Our policy doesn’t permit….. Inappropriate That’s not right…. Inappropriate I can assure you that…….. Appropriate I can see you are upset…. Appropriate I'm sorry you had to deal with this Billing problem. I’ll do whatever I can to help you. Appropriate I really want to help you solve this problem with your order Appropriate I’m not sure we can do that. Inappropriate That must have been very difficult for you Appropriate I think you should…. Inappropriate

Check your progress 2 The answers are given in bold. i ii iii iv v vi vii viii ix 16

You want some additional information to be able to solve a problem. In order for me to assist you better I would need you to give me some more details. You want to offer the customer something new. Would you be interested in seeing another version of this? You want to make an important point. It’s important that you familiarize yourself with the terms of the contract. You are offering to go into further detail. May I explain this to you in greater detail? You are offering to verify something. I’ll be happy to check it out for you. You want to paraphrase something to show your understanding of it. So what you would like me to do is to waive the delivery charges. You want to give the example of another satisfied customer. Some people have found this payment option helpful. You want to involve the customer in finding a solution to the problem. How would you suggest we deal with this development? You want to assure your customer you empathize with him/her. I understand why you feel this way.

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x

You want to offer a solution Here’s what I can do. May I suggest an alternative?

Activity 2 Answers are given in bold. i ii iii iv v vi vii viii ix x 14.4

What did you say? I beg your pardon? / Could you repeat that? When did you last call us? May I know/Would you happen to remember when you last called us? Can you give me your order number? Could you give me/May I have your order number? What’s your name? May I have your name, please? I’ll see what I can do. I assure you I’ll do my best to help you in this matter. That’s something I cannot do. I’ll tell you what I can do. The manager is not available at the moment. I’m afraid the manager is not available at the moment. Why don’t I ask him to call you as soon as he gets in? I’ll call you tomorrow. May I call you tomorrow? / Would it be alright if I called you tomorrow? I know you are not satisfied. I can understand why you feel this way. Is 2.30 p.m. on Friday okay? Would 2.30 p.m. on Friday be okay?

Types of Customers

Listening (Tape script)

Types of Customers There are as many types of customers as there are types of people. Also different customers have different sets of expectations from the products and services that they want to buy, or have bought. Both of these together determine the types of customers you are likely to deal with on a day-to-day basis. Loud and aggressive customers can be very demanding and find it difficult to understand an opinion different from theirs. They are more than likely to make unreasonable requests, and the sooner they are pacified, the less is the danger of the exchange escalating to unpleasant heights. Use a calm and soothing tone of voice, and pacifying words like “Please”, “I understand’, and “I agree”. Be assertive, but make sure nothing you say sounds remotely rude or aggressive. Then there are the analytical, questioning types. They will carefully evaluate the pros and cons before making a decision, and ask a volley of questions, some relevant, some not so. See that you stick to logic, and make sure there are no loopholes in any solutions you offer. State facts and figures with care

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and precision. If in doubt, offer to transfer the call to somebody who can supply the more technical details. The skeptical types are those who have a hard time trusting anything you say. Be prepared to buttress your points with all the data at your disposal, speak with conviction, choose your words with care, reassure them of full future support (and see that you provide it). Be careful how you deal with the shy, timid ones. They tend to sound apologetic and unsure, and can be easily intimidated, so the first thing you need to do is make them feel comfortable. Probe gently for their needs, use an encouraging tone of voice, and assure them of your intentions with words like ‘I’ll be happy to do that for you’. You also need to be especially careful with the technically aware customers. They tend to be somewhat impatient. These are straightforward people who need you to be honest about the advantages and disadvantages of what you are about to offer, and have no patience with ambiguity or vagueness. Acknowledge the fact that they are technically well versed, but maintain a quietly assertive tone, for they can be a little overbearing. If unsure about some details, be candid and seek assistance immediately. You will be pleased to come across the extroverts. They are talkative and friendly, and happy to part with any information you seek. Reciprocate the friendliness, but just be careful not to get side-tracked by too much chatter. Then there are certain personal traits that make different people respond in varied ways. You will need to coax information out of the passive customers, a little like with the shy ones. With the chronic complainers you play the balancing act, admitting they are right where you need to and gently putting your foot down where they are unreasonable. The irate customer’s temper is ready to explode, so be patient but firm. Those who constantly try to interrupt need to be told firmly that listening once in a while isn’t a bad idea. Check your progress 3 i ii iii iv v vi vii viii ix

Be prepared with facts and figures – Analytical, also Technically aware Be encouraging and make them feel comfortable – Shy, Introvert Be friendly, but restrict getting side tracked - Extroverts Count to ten and stay cool – Irate, also sometimes Aggressive Admit lack of awareness where necessary, and seek assistance Technically aware Be patient as you may need to ask many questions to get some information – Passive Be firm to defend what is logically worth defending – Chronic complainers Be assertive, but use a calm, soothing tone of voice - Aggressive Use voice and words to speak with conviction - Skeptical

Activity 3

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i ii

Good morning. How may I help you? Would you like to leave a message?

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This is Brinda Patel. May I speak to Mrs. Jones, please? Is he expecting your call? / May I know what this is about? I’m afraid he’s busy at the moment. / I’m afraid he isn’t in office right now. Could/May I have your name, please? Could you repeat that, please?

Activity 4 Situation 1:

This is only a sample conversation; yours could be different, but try to use the relevant phrases from the box in the Speaking section and/or from the Language Focus section.

Customer:

Hello.

Executive:

Good afternoon, Sir. This is Raman from XYZ Connections. I’ve called about an outstanding bill of yours.

Customer:

As far as I can remember, there is no outstanding bill I need to pay. Please don’t disturb me with these false bills.

Executive:

I’m afraid there is. The outstanding amount is Rs.200, and it has been due for the last two months.

Customer:

Can’t you understand when someone tells you something once?

Executive:

I understand what you are saying, but according to our records, a payment of Rs.200 is outstanding against your bill for the month of May.

Customer:

Well, this is a late payment charge that I had been told would be waived when I spoke to your executive last month.

Executive:

I’m afraid there is no such record of the waiver. However, here’s what I can do. I’ll……………..

Situation 5:

This is only a sample conversation; yours could be different, but try to use the relevant phrases from the box in the Speaking section and/or from the Language Focus section. Remember that you are speaking with a shy customer.

Customer:

Hello?

Executive:

Good afternoon. This is Manish, from Welcome Appliances. May I speak with Ms. Amrita Singh?

Customer:

Yes. Err... This is she. Errr…errr… What is this about?

Executive:

I hope I’m not disturbing you, but I need to remind you of a payment that is due. It’s your installment for the month of March for the computer you bought in January.

Types of Customers

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Customer:

So….. ummm……. Err…. When is this due?

Executive:

I’m afraid it is already overdue by almost a month. And your next installment will be due too in another week.

Customer:

Oh. Actually…….I don’t know…(sounds embarrassed)

Executive:

(Senses the hesitation) If you find this payment scheme inconvenient, may I make a suggestion….?

Customer:

Yes…..okay.

Executive:

What I can do is, I can split the payment……..

Activity 5 1

Completed sentences with who, whom, which, that and to whom. i ii iii iv v vi vii viii

2

Completed sentences using relative clauses. ii iii iv v vi

20

The receptionist at the desk to whom I spoke was very helpful. The hotel has a large conference hall in which workshops can be held. I can give you the name of the HR Manager who/that I deal with. We drew a short-list of candidates whose CVs were very good. We’ve got a machine which/that prints in colour. Yesterday I met someone whose brother works in your office. Our client manufacturers clothing which is distributed in the popular retail stores. We are looking for someone who has a proven track record of excellence.

I’m in a division that handles the publicity. I have a boss who is very creative. As part of my work, I deal with people who are very talented. I sometimes have to do jobs that require me to work late into the night. In my free time, I enjoy doing things that help me relax.

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UNIT 15: ESSENTIALS OF CUSTOMER SERVICE Structure 15.0 15.1 15.2 15.3 15.4 15.5 15.6 15.7 15.8 15.9.

Objectives Warm up Listening: Customer Service Vocabulary Reading - I: Good Customer Service Made Simple Reading - II: Moments of Truth Speaking Writing Grammar: Linkers (Revised) Pronunciation: Stress and Rhythm in Connected Speech - II: Weak Forms 15.10 Let Us Sum Up 15.11 Answers

15.0 OBJECTIVES This Unit will familiarize you with the essentials of customer service. Here you will learn: • • • • • •

What is customer service The importance of good customer service How we can make our customer service exceptional The importance of word-of-mouth publicity The importance of customer loyalty Qualities of a good customer service executive

15.1 WARM UP Think of all the times you have gone to a store and have been confronted with a salesman whose attitude you found helpful and encouraging, and another whose attitude you found rude and unfriendly, or listless to the point of being discouraging. Which of these are you likely to pay a repeat visit to? Would the same logic apply whether the executive you were dealing with was speaking to you over the telephone? Activity 1 Now think of all the qualities you would like a good sales person or customer service executive to have.

15.2 LISTENING: CUSTOMER SERVICE Listen to a talk on customer service and then answer the questions in the exercise below. Check your progress 1 21

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1

How would you define good customer service? …………….…………………………………………………………… …………….…………………………………………………………… …………….…………………………………………………………… …………….……………………………………………………………

2

Is good customer service dependent on the salesperson alone? …………….…………………………………………………………… …………….…………………………………………………………… …………….…………………………………………………………… …………….…………………………………………………………… …………….…………………………………………………………… …………….……………………………………………………………

3

Why is it essential to build a relationship with your customer? …………….…………………………………………………………… …………….…………………………………………………………… …………….…………………………………………………………… …………….……………………………………………………………

4

What is the likely fallout of a bad experience of a customer? …………….…………………………………………………………… …………….…………………………………………………………… …………….…………………………………………………………… …………….……………………………………………………………

5

What, according to the text, is the one thing that is essential for a business to run profitably? …………….…………………………………………………………… …………….…………………………………………………………… …………….……………………………………………………………

15.3 VOCABULARY Activity 2 Following are words describing character traits a person can have. List these as positive or negative for a customer service executive. 22

1 2

soft-spoken gently persuasive

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3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

encouraging aggressive loud a good listener talkative pushy defensive offensive attentive well informed about the product one who interrupts well mannered politely firm rigid pleasant disinterested markets aggressively speaks clearly

Essentials of Customer Service

15.4 READING - I: GOOD CUSTOMER SERVICE MADE SIMPLE How do you go about forming a relationship with your customers? By remembering the one true secret of good customer service and acting accordingly; “You will be judged by what you do, not what you say.” If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things: 1 Answer your phone Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say “someone”. People who call want to talk to a live person, not a “fake recorded message”.) 2 Don’t make promises unless you will keep them Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc. Think before you give any promise – because nothing annoys customers more than a broken one. 3 Listen to your customers Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Let your customer talk and show him/her that you are listening by making the appropriate responses, such as suggesting how to solve the problem. 4

Deal with complaints

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No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service. 5 Be helpful - even if there’s no immediate profit in it The other day I went into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And how many people do you think I’ve told this story to? 6 Take the extra step For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in the left hand shelf.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people. 7 Throw in something extra Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local photographer that we use gives a small photo album with the set of pictures he prints. A small thing, but so appreciated. If you apply these simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did! by Susan Ward, About.com Link: http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm

Check your progress 2 Mark the following statements as true or false, according to the author of the text above. i ii iii iv v vi vii 24

People prefer speaking to a ‘live’ person rather than a recorded voice. You should try to keep the promise you made to your client. When a customer talks, you should only listen, and make no sound. Don’t let the customer’s complaint worry you because you cannot please all of them. Give some help free of charge; this will encourage the customer to come back to you. Customers don’t like it if you walk with them and try to explain everything about the product they show an interest in. It is a good idea to give customers information of attractive offers for the future.

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Overall, cutting down prices and having promotion drives brings in more new customers.

15.5 READING - II: MOMENTS OF TRUTH

Essentials of Customer Service

A “moment of truth” is that point in time when the customer comes in contact with an aspect of your organization and forms an impression, positive or negative, about the quality of service you provide. This is why the “Moment of Truth” is also an opportunity for you to create a lasting positive impression in your customer’s mind. Take, for example, the time you went to a restaurant with your two-year old and the waiter ushered you to a table and immediately fetched a high chair for your child. Or when you were peering at the menu he appeared with a pair of reading glasses. Both of these are moments of truth you are going to carry with you. Yet it is not as if there is one such moment with each customer. In fact the relationship you build with customers is actually laid brick by brick by several such moments at different stages in your interaction with them. These moments may come via phone calls, in-person contacts, letters, email, brochures/fliers, web sites, advertising, etc. But each one is equally important. For instance in the example of the restaurant, you may have another moment where you are served the wrong order and the waiter takes it away but without an apology. That’s your negative “Moment of Truth” that has every chance of wiping out the good impression that the previous moments created. A customer doesn’t say, “Well, I have had five contacts with the company. Two were bad but three have been good, so they must be all right.” Most customers are influenced by the most recent contact. If it was bad, they feel negatively about your company, no matter how many positive moments they may have experienced before it. Hence every contact you have with a customer is as much an opportunity to undo all the good that previous contacts have built up and maybe lose the customer, as it is to undo the bad impression that the customer may have of the company, and regain his trust. Remember that customers don’t read your company’s customer service policy statement, or look at its balance sheets to decide whether it is customer oriented. They do this purely on the basis of the contacts they have had with it. These contacts may be at different moments in time, and each of these “moments” determines their impression of the company. Managing Moments of Truth So what can you do to ensure that these moments make a positive impact on customers? To manage a Moment of Truth favourably, you need to exhibit care and concern at all times to prove to customers that you personally value their business and that you are prepared to put yourself out for them, by sorting out complicated arrangements on their behalf, for example. Additionally, if you are well informed about the policies of your organization, and about what liberties you can take to make on-the-spot decisions, you are less likely to tell a customer that you will get back after consulting your superior – a reaction no customer relishes. Customers always want problems

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resolved quickly and efficiently. While handling a problem, see that there is no passing the buck, making excuses, or any attempt to ignore even a part of the problem – all of these can make the “Moment of Truth” go horribly wrong. To ensure that each one of your “Moments” goes off favourably, “own the problem” and regard it as your personal responsibility to see that consumers or customers are satisfied. Your action plan Your actions: • • • •

Crisis management Authority levels Initiative Recommendations to your manager

How to Handle Moments of Truth Companies that handle Moments of Truth well will tend to have the following five characteristics: 1

Performance at every contact point is assessed against the consumers’ criteria. This includes, for example, first impressions of the company building / shop / lounge etc., mailings, standard letters and so on.

2

Staff who “own the problem” and regard it as their personal responsibility to see that consumers or customers are satisfied.

3

They have clearly defined and well understood crisis management procedures so that staff knows how to handle problems in such a way that the problem is taken from the consumer and replaced with a solution. As one insurance company puts it, if you give them your business they will never make a drama out of a crisis.

4

Authority levels facilitate spontaneity and recovery.

5

The management style and methods of control encourage staff to use their initiative to serve the company well.

Moments of Truth – Conclusions • • • • 26

Consumer service survival requires you not to retreat and distance yourself from the customer. You have to get even more sincere and authentic than you normally are. The customer wants someone to really listen to him and appreciate his predicament. The customer wants you to do battle for them not against them. That’s the basis for long term successful consumer service: Building the Relationship. First impressions: First impressions are made in 30 seconds – about the place, about the people

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−

about the place… you may notice: cleanliness, orderliness, spaciousness, lighting, sound, pleasant or unpleasant odours, furnishings…

−

about the people… you may notice: if they are smiling, if they seem harried, how they are dressed, if they seem to be working together or apart from one another…

Essentials of Customer Service

All of these put together make a strong first (and sometimes lasting) impression Difficult Customer Behavior •

We all have personal triggers. It’s important to realize what a customer might do that could cause us to “turn off” or not handle an encounter well.

•

Behaviors many people find hard to deal with include: yelling, profanity, finger pointing, name calling, body odour, peculiar dress, name dropping, etc.

Think of a few behaviors you might find annoying or difficult to handle; write down how you would manage that behavior positively. Our example… Behavior: A customer yells at me. Response: I tell the person in a calm voice that her raised voice upsets me and I will be able to help her more effectively, if she doesn’t raise her voice. Check your progress 3 Now note down how you would respond to customer behavior in the following situations: 1

Customer behavior: A customer shows impatience and demands your immediate attention Your response: …………………………………………………...…… ………………………………………………………………………….. …………………………………………………………………………..

2

Customer behavior: At a restaurant, a customer is annoyed that s/he has been served the wrong order. Your response: …………………………………………………...…… ………………………………………………………………………….. …………………………………………………………………………..

3

Customer behavior: At a restaurant, a customer is unhappy with his table. Your response: …………………………………………………...…… …………………………………………………………………………..

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4

Customer behavior: A customer is keen on chatting, but you need to disconnect the phone. Your response: …………………………………………………...…… ………………………………………………………………………….. …………………………………………………………………………..

5

Customer behavior: A customer is annoyed that a product hasn’t been delivered by the promised date. Your response: …………………………………………………...…… ………………………………………………………………………….. …………………………………………………………………………..

15.6 SPEAKING Activity 3 An impatient customer is waiting to be attended to at a car showroom. His temper is building. Complete the following dialogue between the customer and the sales representative and then enact it with a partner. Customer: Executive: Customer:

(Impatiently) Excuse me, I’d like to know when somebody is going to attend to us! Just a moment, Sir. What! I’ve already been ……….

………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. For further speaking practice, you could make up dialogues for the situations in Check your progress 3 and enact them with a partner.

15.7 WRITING Activity 4 28

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Write down the points about further improving your customer service, particularly focusing on what you can do after having sold your service/ product. Now take a look at the answer key and see how many of these match with yours and how many are new to you. Discuss these with the others around you.

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………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. …………………………………………………………………………………..

15.8 GRAMMAR: LINKERS (REVISED) We have already mentioned linking words in Unit 3, also known as connectives, and they illustrate how parts of a text relate to each other. They help to link clauses, sentences, paragraphs and ideas together to show the logical development of what the writer or speaker wants to say. They are used for adding information to the main point, contrasting ideas, expressing cause and effect, expressing purpose and opinion, in sequencing, listing examples, making conclusions and giving emphasis. You will find several examples in the listening tape script. Tabled below are some of the functions which linking words fulfill.

a

FUNCTION For addition

b

For contrasting

c

For expressing cause or reason For expressing result

d e

For expressing opinion

LINKING WORDS/CONNECTIVES and, as well as, besides, moreover, furthermore, what is more, in addition, not only .... but also, another point is that, additionally but, however, although, despite, in spite of, nevertheless, on the contrary, on the one hand, on the other hand, whereas, while, in contrast, neither...nor because, as, since, this is why, because of, due to, owing to, for this reason, hence, therefore, thus, consequently, as a result I would say that, in my opinion, i think (that), I believe (that), personally, apparently

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f g

h

For expressing purpose In sequencing

i

For summing up/concluding For emphasis

j

For giving examples

to, so as to, in order that, so that first (of all), at first, in the beginning, to begin with, then, next, secondly, before, after, after that, afterwards, when, soon, prior to, immediately, once, suddenly, as soon as, no sooner....than, hardly...when, finally, eventually, at the end, in the end, at last, until, lastly all in all, overall, generally, in conclusion, on the whole, in the main, to sum up especially, particularly, naturally, exactly because, above all, whatever, whenever for example, for instance, for one thing, this includes, such as, e.g. (for example), i.e. (that is)

Check your progress 4 1

Now go back to the tape script of Listening section, and with your partner find the connectives for addition and those for contrasting in it. ………………………………………………………………………… ……..…………………………………………………………………… ……………..…………………………………………………………… ……………………..……………………………………………………

2

Complete the following paragraph by inserting the right linking device in each blank space. …………………. online commerce has become quite popular over the years, many people still like to go out shopping. What gives them satisfaction is the entire process of making the shopping list, getting ready for the outing, and the shopping itself. …………………………. fulfilling their need to buy things, it also serves as an outing. ……………..………., many are of the opinion that they want to see and touch products to get a better feel and idea of them before making their decision to buy. …………………., ………………………., if one wants to buy new upholstery for the sofas, or even a pair of trousers, how can one get the feel of the fabric without physically touching it? …………………..…..……., there are others who believe that online shopping is a blessing. ………….……………. their busy work life, they have neither time nor energy to go out shopping. …………………. is it convenient, ………………….saves time and effort. ………………………………., it’s each one to his own. So either way, happy shopping!

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15.9 PRONUNCIATION: STRESS AND RHYTHM IN CONNECTED SPEECH II: WEAK FORMS Rhythm refers to the recurrence of an event at regular periods of time. The rhythm of English speech depends on the stressed syllables occurring at regular intervals of time. This is easy in a sentence like: 'Go and 'post this 'card.

Essentials of Customer Service

because in this sentence there is one stressed syllable, then one unstressed syllable, and then one stressed syllable, and so on. Let us take another sentence. The 'boy you 'met on 'Monday 'came to 'see you. Once again, in this sentence, stressed syllables occur regularly, one after every weak syllable, but there is a slight pause after ‘Monday’. In the sentence that we use in our everyday speech, the stressed syllables may not occur so regularly. Take the sentence He is a pro'fessor of Mathe'matics at the Uni'versity of 'Delhi. There are four stressed syllables (which have been marked). There are four unstressed syllables before the first stressed syllable, four unstressed syllables between the first and the second stressed syllables, five unstressed syllables between the second and the third stressed syllables, and three unstressed syllables between the last two stressed syllables. Given below is another example. 'John’s 'friend 'Ram / 'visited him on the o'ccasion of his 'birthday. In the sentence given above, four stressed syllables occur together without any unstressed syllable between them but there is a slight pause after ‘Ram’. Between the fourth and the fifth stressed syllables, there are six unstressed syllables, and between the fifth and the sixth stressed syllables, there are three unstressed syllables. How can we make the stressed syllables occur at regular intervals of time, if they don’t occur regularly in an utterance, as the two sentences given above illustrate? When there are too many unstressed syllables between two stressed syllables, we have to say them quickly and use the reduced or weak forms of some of the words. In weak syllables the vowels generally used are /ə/, /I/ and /ʊ/. Sometimes we also leave out certain sounds – don’t pronounce them at all. Given below is a list of the weak forms of some common English words. The strong form is used when the word is said in isolation or is stressed. In the case of verbs and prepositions, the strong form is also used when the word comes at the end of the sentence. You can listen to all the examples of weak forms on the audio recording. Word Class Word Strong

Weak Form

Examples of a phrase or a

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form Articles

a

/ eΙ /

/ə/

sentence with the weak form It’s a 'book.

an

/æn/

/ ən /

He 'ate an 'apple.

the

/ði: /

/ ðΙ /

The 'eighth of 'June.

(before vowels) / ðə /

The 'book’s 'here.

(before consonants)

Auxiliary or helping verbs (and linking or connecting verbs)

Prepositions

am

/æm/

/m/

I’m 'going to 'Delhi. I’m a 'teacher.

are

/a:/

/ə/

They’re 'going.

can

/ kæn /

/ kən /

Can I 'go 'now?

at

/æt/

/ət/

for

/f ɔ:/

/fə(r)/

I 'did it for my 'mother.

/ænd/

/ənd/

'Over and a'bove

Conjunctions and

I 'met him at the 'Post 'Office.

(before vowels) /ən/

'Butter and 'jam

(before consonants)

Pronouns

as

/æz/

/əz/

As 'soon as I 'can.

he

/hi:/

/hΙ/

He 'told me.

(after pause or vowels), /Ι/ (after

Is he 'here?

consonants)

her

/h3:/

/hə(r)/

Her 'aunt’s come.

(possessive)

A very important point to remember is that the weak forms of prepositions and auxiliary and linking verbs are not used when they occur at the end of a sentence. The sentence: Where are you from? cannot end with the weak form / frəm /. It has to end with the strong form /frɒm/. 32

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Similarly, ‘Who’s coming?’ /hu:z k∧miŋ/ ‘I am’ / aI æm /. (Note the strong form of am) Check Your Progress 5 Mark the stressed syllables in the following sentences. In some cases you may have to divide the sentence into groups. Check your answers with those given at the end of this unit. After you have checked your answers, say the sentences with the correct stress patterns. You can also listen to these sentences on the audio recording. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

He’s a good painter. She’s a nice girl. Jack and Jill went to get some water. It’s a very beautiful building. The Prime Minister of India is quite dynamic. Can I see you at ten? I’m afraid I’m very late today. My father is a retired engineer. The plane to London is delayed by two hours. Can you get me a cup of tea? He’s extremely honest. Honesty is the best policy. He’s a Professor of Physics. Can a cobra swim? My neighbour has an imported car. Have you ever traveled by plane? I worked in the States for two years. Jackals are very cunning animals. I have a working knowledge of Arabic. It’s impossible to please everybody. What an enormous man! She has a very pleasant personality. Uncle Robert visited us yesterday. Please bring me a chair. Would you like anything to drink?

Essentials of Customer Service

15.10 LET US SUM UP We have learnt in this unit that customer service is a very important component of any business – for the client as well as the organization. For the client it brings greater satisfaction, trust in the organization, and a sense of loyalty that encourages him to come back. For the business, a satisfied customer means good word-of-mouth publicity that will bring in new customers and repeated business from the same clients, both of which are cost-free promotions. We have learnt also that good customer service involves every department of the business, not just face-to-face or telephonic contact with the customer.

15.11 ANSWERS

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15.2

Listening (Tape script)

Customer Service What is customer service? Is it the ability to communicate to your customers all that your company can provide them, or is it something more than that? If it is something more, then what is that something? In simple terms, customer service is an organization's ability to fulfill their customers' needs. But what makes an organization’s customer service exceptional? Superior customer service is that which exceeds your customers’ expectations and makes your business stand out from that of your competitors. What this essentially means is that every aspect of your business has an impact on what you finally deliver to your customer. Good customer service is not just limited to face-to-face customer contact with the person availing of your services, or telephonic conversation you may have with him while providing the service or product. From the moment a customer thinks of purchasing a product or service from you, then through the sales process, and the service you render thereafter, at every stage there are opportunities for an organization to add customer service to the product. Although it’s true that a good salesperson can sell anything to anyone once, you have to remember that good customer service is all about bringing the customer back. This he will do only if he goes away satisfied the first time, in which case you also hope that he will pass positive feedback about your business to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Word-of-mouth referral is the most effective form of promotion. It costs nothing and carries a lot of credibility as it is based on personal experience. On the other hand, a customer who has had a bad experience is likely to tell ten other people about it, who in all probability will pass on the information to as many more. It is not difficult to imagine how much damage bad publicity of this sort can do to a business. Additionally, it’s important to remember that finding new customers is more expensive than retaining existing ones; and a lost customer is also lost revenue, not to mention the damage he will do to your reputation. So essentially, it will be your approach and attitude that determines whether a customer is ever likely to come back to you for something else. You need to win over your customer in a manner that builds a relationship with him/her – a relationship that an individual customer is comfortable with, and feels that s/he would like to pursue. The bottom-line really is – you may slash prices, do sales promotions, or whatever else you can think of to bring in new customers – but the only way for your business to stay profitable is to bring back some of those customers. Check your progress 1 1

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Good customer service is that which exceeds your customers’ expectations and makes your business stand out from that of your competitors.

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2

No. it isn’t. Every aspect of the business has an impact on customer service. Good customer service is not just limited to face-to-face customer contact with the person availing of your services, or telephonic conversation you may have with him/her while providing the service or product. From the moment a customer thinks of purchasing a product or service from you, then through the sales process, and the service you render thereafter, at every stage there are opportunities for an organization to add customer service to the product.

3

Building a relationship with the customer gives him/her a feeling of comfort and confidence, which in turn will in all probability result in him/her coming back for further business and recommending it to others.

4

A customer who has had a bad experience is likely to tell ten other people about it, who in all probability will pass on the information to as many more. This negative publicity cannot be good for any business.

5

One very important thing for a business to run successfully is for customers to come back to it for more.

Activity 2 POSITIVE soft-spoken gently persuasive encouraging a good listener attentive well informed about the product well mannered politely firm pleasant speaks clearly

Essentials of Customer Service

NEGATIVE aggressive loud talkative pushy defensive offensive one who interrupts rigid disinterested markets aggressively

Check your progress 2 i ii iii

iv

People prefer speaking to a ‘live’ person rather than a recorded voice. True. You should try to keep the promise you made to your client. False You must keep the promise you made to your client. When a customer talks, you should only listen, and make no sound. False. Listen keenly, but show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. Don’t let the customer’s complaint worry you because you cannot please all of them. False Try to address the complaint. Even if you can please one customer with your handling of complaints, your business will reap the benefits of good customer service.

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v vi vii viii

Give some help free of charge; this will encourage the customer to come back to you. True Customers don’t like it if you walk with them and try to explain everything about the product they show an interest in. False Customers like attentive staff. It is a good idea to give customers information of attractive offers for the future. True Overall, cutting down prices and having promotion drives brings in more new customers. False In the long run, good customer service brings in more new customers than either of these.

Check your progress 3 These are sample responses. Yours could be different, but they must be aimed at creating a positive impression on the customer. 1

Your response: In a calm voice, you tell the customer you understand that he is in a hurry, and will be with him as soon as you finish with the one you are dealing with, as he too has been waiting for some time. Meanwhile, you offer him a refreshment/seat.

2

Your response: You apologize for the mistake and immediately replace his order, and offer a free side dish.

3

Your response: You express understanding and change his table. If there is no empty table, you express your regret at not being able to do so, and try to understand what is causing him discomfort, and address the problem.

4

Your response: You tell him that what he is talking about sounds really interesting, but you need to carry on with your job.

5

Your response: You express your regret and apologize, and assure him that it will be done at the earliest. Offer an additional free service to make up for the inconvenience.

Activity 3 This is one way you could develop the dialogue. Yours could be different. Customer: Executive: Customer: Executive: Customer: Executive:

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Customer:

(Impatiently) Excuse me, I’d like to know when somebody is going to attend to us! Just a moment, Sir. What! I’ve already been waiting for twenty minutes. My apologies. Please give me a minute. I’ll get somebody to attend to you. Oh! Somebody else told me that five minutes ago. Here, Sir. Take a look at these brochures and I’ll join you as soon as I get done with this billing. And I apologize again for the inconvenience. Meanwhile, could I offer you something to drink? (Satisfied) Thank you, young man.

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Activity 4 These are only sample answers; yours could be different. 1 2 3 4 5 6 7

Make follow-up calls to the customers to see if the service/product is working well. Ensure that all free services in future are delivered on time. Provide feedback forms for your customers to complete. Pay special attention to negative feedback. Keep a list of customer complaints to identify any patterns and the cause of dissatisfaction. Take effective steps to address common complaints in the list. Take testimonials of good service from satisfied customers.

Check your progress 4 2

Completed paragraph with linkers: Although online commerce has become quite popular over the years, many people still like to go out shopping. What gives them satisfaction is the entire process of making the shopping list, getting ready for the outing, and the shopping itself. Besides/Other than fulfilling their need to buy things, it also serves as an outing. Additionally/Furthermore, many are of the opinion that they want to see and touch products to get a better feel and idea of them before making their decision to buy. Especially, for instance/for example, if one wants to buy new upholstery for the sofas, or even a pair of trousers, how can one get the feel of the fabric without physically touching it?

Essentials of Customer Service

On the other hand/However, there are others who believe that online shopping is a blessing. Owing to/Because of their busy work life, they have neither time nor energy to go out shopping. Not only is it convenient, but also saves time and effort. At the end, it’s each one to his own. So either way, happy shopping! Check Your Progress 5 Stress mark 1 2 3 4 5 6 7 8 9

He’s a 'good 'painter. She’s a 'nice 'girl. 'Jack and 'Jill / 'went to 'get some 'water. (division into groups shown by / ) It’s a 'very 'beautiful 'building. The 'Prime 'Minister of 'India / is 'quite dy'namic. Can I 'see you at 'ten? I’m a'fraid I’m 'very 'late to 'day. My 'father is a re'tired engi'neer. The 'plane to 'London / is de'layed by 'two hours.

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10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

Can you 'get me a 'cup of 'tea? He is ex'tremely 'honest. 'Honesty is the 'best 'policy. He is a pro'fessor of 'Physics. Can a 'cobra 'swim? My 'neighbour has an im'ported 'car. Have you 'ever 'traveled by 'plane? I 'worked in the 'States for 'two 'years. 'Jackals are 'very 'cunning 'animals. I have a 'working 'knowledge of 'Arabic. It’s im'possible to 'please 'everybody. 'What an e'normous 'man! She has a 'very 'pleasant perso'nality. 'Uncle 'Robert 'visited us 'yesterday. 'Please 'bring me a 'chair. Would you 'like 'anything to 'drink?

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UNIT 16: OWNERSHIP AND ACCOUNTABILITY Structure 16.0 16.1 16.2 16.3 16.4 16.5 16.6 16.7 16.8 16.9

Objectives Warm Up Reading: Accountability and Ownership Vocabulary Listening Writing and Speaking Grammar: Verb + Preposition Pronunciation: Saying Short and Long Sentences Let Us Sum Up Answers

16.0 OBJECTIVES This Unit will familiarize you with the essentials of customer service. Here you will learn: • • • •

What accountability is; What ownership is; The importance of ownership and accountability in customer care; and The need to use the right language for best results.

16.1 WARM UP Let’s do an honesty test. Here, of course, the only person who knows whether or not you give an honest answer is yourself – in other words, you are your own examiner. How many times, while walking on the road, have you seen an ice-cream wrapper, picked it up, and put it in the trash can? Or seen a shopkeeper fleecing a tourist and intervened with some advice because you didn’t want him to go away thinking this was a city of cheats? Now ask yourself – how strongly do you feel a sense of ownership for the city you live in?

16.2 READING: ACCOUNTABILITY AND OWNERSHIP Read the following passage and answer the questions given below it. What is accountability? It is the act of taking responsibility for, and owning up to, the consequences of your own decisions and actions. In a corporate environment, especially as customer service providers, it acquires even greater significance. It is the ability to account for your actions, with a willingness to demonstrate an attitude of caring and service towards your customers. It is the desire to respond to a request for help, or information, or a complaint, in a timely manner. It is something that comes into play most importantly during follow-up. Its meaning is translated into timely response to queries, timely follow-ups, giving status updates where required, and informing the customer about the correct turn-around time. In short – it means taking ownership of the entire issue from beginning to end. In customer service, this extends to owning

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up and accepting accountability, no matter who may have served the customer before you. Here you take ownership on behalf of the organization, the sole objective being to serve better the customer in need of your service. Accountability cannot co-exist with empty promises, lame excuses, and playing the blame game. Employees who possess that wonderful quality of ownership are those who treat the company they work for and the customers they serve as their own. To them, every success, big or small, is something to celebrate, and every failure, big or small, is something to worry about. Such employees take every aspect of their job personally and are driven towards excellence from within. Employees with a sense of ownership say ‘we’ instead of ‘they’ or ‘he’ because they have the same sense of ownership for every aspect of the business. They make it their business to take ownership with each transaction, and find ways to satisfy and impress customers every day. The quality of ownership brings with it the kind of proactive and productive behavior that not just gets things done but gets them done well. The Need to Apologize How often has it happened that you have called for help or to complain about a service/product and you have had to go through a series of options before you can get an executive to speak with you? Do you feel, by the time you hear a live human voice at the other end of the line that your nerves are already frayed and you are ready to explode at the minutest provocation? In these times of rapid automation, there is precious little human involvement between consumers and companies, and when something goes wrong, it requires even more effort to retain that customer for longer. In such a scenario it is two simple but magical words that can turn the whole experience of dealing with a disgruntled customer into a much less unpleasant one - “I apologize…”. These two little words represent a degree of ownership and accountability. You need to understand that it’s not about you personally. The situation needs to be seen from the customer’s perspective. You treat the customer as you would like to be treated if you were in his position. An apology here does not necessarily mean that you own up to having done something wrong, but also that you empathize with the customer and understand that s/he has gone through an unpleasant experience. It shows that regardless of what the issue is, you wish his/her dealings with your company to be only exceptionally satisfactory. Check your progress 1 Answer the following questions based on the text you have just read. 1

How would you define accountability? ………….………………………………………………………………. ………….………………………………………………………………. ………….……………………………………………………………….

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………….……………………………………………………………….

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………….………………………………………………………………. 2

When is your accountability tested the most in your interaction with customers? ………….………………………………………………………………. ………….………………………………………………………………. ………….………………………………………………………………. ………….………………………………………………………………. ………….……………………………………………………………….

3

What are some habits that go against the principle of accountability? ………….………………………………………………………………. ………….………………………………………………………………. ………….……………………………………………………………….

4

What qualities in an employee demonstrate that s/he has a strong sense of ownership? ………….………………………………………………………………. ………….………………………………………………………………. ………….………………………………………………………………. ………….……………………………………………………………….

5

Why is it important to say sorry to the complaining customer? ………….………………………………………………………………. ………….………………………………………………………………. ………….………………………………………………………………. ………….……………………………………………………………….

6

Find words in the text similar in meaning to the words given below: a b c d e f

result live alongside silly reasons something that angers and incites unhappy, displeased point of view

16.3 VOCABULARY Dealing with customers at all times is quite a sensitive issue. Hence the language you use while interacting with them also needs to be chosen with care. The right words, spoken the right way, can go a long way in resolving matters amicably and ending your interaction with the customer on a pleasant note. Activity 1 41

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Look at the following phrases/statements. Mark the ones that show ownership and accountability as (A) and those that don’t as (B). 1 2 3 4 5 6 7 8 9 10 11 12

There was a malfunction in the system that day. I’ll see what I can do right away. I agree it was our responsibility to explain it to you more carefully. They can’t get it out today. It’s no problem. I’ll talk you through the process again today. I’ll trace the bill and call you back. I don’t have any control over it. You probably misunderstood. We’ll replace it right away. He can’t have told you that. It’s our responsibility to see that it is delivered on time He did not know how far it was to be delivered

16.4 LISTENING Check your progress 2 Listen to two conversations and decide which executive handled the caller’s concern well, and which one didn’t. Then listen once more and pick out the phrases that show a lack of ownership and accountability and those that exhibit a sense of ownership and accountability in the executive.

16.5 WRITING AND SPEAKING Activity 2 Given below are some situations in which a conversation takes place between an executive and a caller. In pairs, make the conversations and then speak them out as caller and executive. Reverse roles and redo. Record your dialogue if possible and replay to critique your language and delivery. Or better still, have another pair listen to it and give their comments.

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1

The caller calls to find out when he will receive his new credit card pin. He has to travel in three days, and wants to be able to use the card on his trip.

2

The caller has already been given instructions on how to secure his new Wi-Fi connection. He has forgotten, and would like to be taken through the steps again.

3

The caller would like to change his credit card cycle so that the payment date is in the middle of the month instead of the beginning as it is currently.

4

The caller disputes the amount on his credit card bill and insists on its correction. You do not have the authority, and require approval from your superior.

Note: While critiquing your partner, make a note of following:

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i

See that there are no grammatical mistakes

ii

Check if contractions have been used where possible

iii

If there are appropriate phrases in any section of the unit, see if your partner has tried to use them in the right place

iv

Check pronunciation

v

Check rate of speech and clarity of speech – speech should be neither too fast nor too slow, and words should be clearly enunciated

vi

Check tone of voice; while trying to solve a problem, the executive needs to sound concerned and interested

vii

See that in enacting the role of the executive, your partner does not raise his voice or sound impatient

16.6 GRAMMAR: VERB + PREPOSITION There are several verbs in English which are followed by certain prepositions. Look at a list of such verbs from the text. Account for your actions Respond to a request Own up to Work for Worry about Called for help Empathize with the customer The following verbs can be followed by an object and a preposition: ask someone for borrow something from divide something into invest something in provide someone with congratulate someone on insure something against Check your progress 3 1

Complete the sentences with the correct prepositions: i ii iii iv

All our products fully comply ………………………….. international safety standards. We do not rely …………………… rail transport, so our delivery will not be affected by the railway strike. The level of discount we offer depends …………….. the size of the order. Goods may be paid …………………… in dollars.

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vi vii viii 2

I’m confident that we could agree …………………… suitable credit terms. Could you supply us ………………….. 150 pieces of spare parts. Who do you blame ………………… the failure of the project. If they won’t help you, you should complain ………….. the Head Office.

Complete the following sentences with a verb from Box A and a preposition from box B. i ii iii iv v vi vii viii

After several hours, the committee ………………. a joint statement. What do you ………………. The new design? The new buildings will have to ………………… tough planning regulations. The Management ……………….. the union ……………… provoking the strike. How long do you think we will have to …………… a reply to our letter? I would like to …………………… our suppliers …………….. the excellent quality of goods. In the middle of the meeting our client …………… the subject of compensation. Our company is definitely going to …………………. The German order. bid, brought, thank,

Box A think, comply, blame

agree, wait,

of, up,

Box B on, for

with,

16.7 PRONUNCIATION: SAYING SHORT AND LONG SENTENCES 16.7.1 Saying Short Sentences Very often the sentences we say are quite short. Let’s look at a couple of short sentences. 1 2

He’s there. My father was a doctor.

Read the two sentences given above several times. You will immediately realize that you don’t pause anywhere in the middle of these two sentences, but run through the whole of each sentence in one breath. Given below are some more sentences, each of which can be said without a pause anywhere in the middle. Read them aloud so that you can see for yourself that there is no need to pause in the middle of such short utterances.

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3 4 5 6

Pune is a beautiful city. Delhi is hot in summer. It’s very cold here. I want to meet the Director of this Institute.

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7 8 9 10 11 12 13 14 15 16 17 18 19 20

Father’s gone to Kolkata. It’s raining again. I want to buy a colour television set. Where do you live? When does the train from Jammu arrive? How are you this morning? Is father at home? Have you seen the Taj Mahal? Isn’t there a bus to Bangalore now? Go away. Shut that door. Close the window, please. What a tall building! How wonderful!

16.7.2 Saying Long Sentences Now let’s look at some long sentence. Two sentences are given below: 21 22

If you work hard, you will pass the examination. Whenever it rains, there is power failure.

Read the two sentences given above (Sentences 21 and 22) aloud, several times if necessary. You will realize that while reading them aloud, you pause in the middle of each sentence. The pause can be indicated by the mark /. The same two sentences are given below once again. This time, the pause is indicated by the mark ( / ). 21a 22a

If you work hard /you will pass the examination. Whenever it rains/there is power failure.

Let us look at some more sentences, each of which has one or more than one pause in the middle, indicated by / . 23 24 25 26 27 28 29 30

I went to the market this morning / and bought two kilos of potatoes. On your way to school, Mary / post this letter / and order a loaf of bread. When I was in Mysore recently / I met my old professor of Physics / who invited me to have lunch with him. Some people are born great / while others achieve greatness / and yet others have greatness thrust on them. A: Count from one to six, Mary. Mary: One / two / three / four / five / six. Wherever you go / you should try to be honest. Whenever I get time / I turn the pages of the dictionary / and it has stood me in good stead in my academic life. Though I worked very hard throughout the year / I could not get even the minimum required for a pass /and this has depressed me quite a lot.

Check your progress 4 Look at the following sentences. Read each one of them aloud and decide whether it is necessary to have a pause anywhere. If you think you should pause somewhere in the middle of the sentence, indicate it with the mark (/).

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You need not mark the pause at the end of the sentence, because the end of the sentence always has a pause and it is indicated by the appropriate mark of punctuation. Check your answers with those given at the end of the unit. i ii iii iv v vi vii viii ix x xi xii xiii xiv xv

As I’m going to Mumbai, I shan’t attend office for a week. Lakshmi is very clever, but thoroughly undependable. My uncle went to Chennai last week, where he met his old professor who had taught him Physics in 1924. Mr. Pandey, our professor of Zoology, will be away for a fortnight. Laugh, and the world laughs with you, weep and you weep alone. Jack and Jill went up a hill to fetch a pail of water. Shakespeare was a famous dramatist who lived in the sixteenth century. You may think you are very famous, but I don’t think so. Mr. Rajiv Gandhi became the Prime Minister of India after his mother was assassinated. Several universities in India offer distance education programmes these days. George Bernard Shaw wrote a number of plays. There are twenty vowels in English, which can be divided into twelve pure vowels and eight diphthongs. Rabindranath Tagore was not only a patriot but also a man of letters, and he was awarded the Nobel Prize in Literature. It’s a pity India didn’t win any medals in the 1988 Olympics. I don’t mind a cup of tea, but I’d prefer some coffee.

16.7.3 Breath Groups / Sense Groups The reason why we pause in the middle of long utterances is partly physiological. We use the air that we breathe out to speak English (and several other languages as well). This means that we can go on speaking (or reading) only as long as there is some air left in our lungs. It is necessary, therefore, that we pause frequently during speaking or reading in order to breathe in more air. For this reason, the small units into which we divide long utterances are called breath groups. Surely we can’t go on speaking until we are out of breath and then pause in order to breathe in more air? If we do this, our listeners may not be able to make sense out of what we are saying. Also, if you look at sentences 21 to 30 given in 8.3 in this unit, you will realize that there is a very close link between our division of utterances during speech and grammatical units. Because of this reason, the smaller units into which we divide long utterances are also called sense groups.

16.8 LET US SUM UP This unit helped us understand the importance of ownership and accountability in a work environment. Having an enhanced sense of ownership and accountability helps you strive harder towards achieving your goals. These qualities acquire an even greater importance in customer service. 46

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While dealing with customers, you need to feel accountable to them, even if during follow up you realize that the customer had previously been dealt with by some other person in the organization. Because of the sensitive nature of this interaction, you have to be very mindful of the language you use while speaking with the customer.

16.9 ANSWERS Check your progress 1 1

Accountability is the act of taking responsibility for, and owning up to, the consequences of your own decisions and actions. In customer service, this ownership and accountability would extend to owning up and accepting accountability, no matter who may have served the customer before you. Here you take ownership on behalf of the organization, the sole objective being to serve better the customer in need of your service.

2

In your interaction with customers, accountability is tested to the maximum during follow-up. It shows up in how you respond to a request for help, or information, or a complaint, and whether you do so in a timely manner. Its benchmarks are timely response to queries, timely follow-ups, giving status updates where required, and informing the customer about the correct turn-around time.

3

Empty promises, lame excuses, and playing the blame game are some habits that go against the principle of accountability.

4

Employees who have a strong sense of ownership are those who treat the company they work for and the customers they serve as their own. To them, every success, big or small, is something to celebrate, and every failure, big or small, is something to worry about.

5

It is important to say sorry because the apology represents a degree of ownership and accountability to the customer. It does not necessarily mean that you own up to having done something wrong, but also that you empathize with the customer and understand that s/he has gone through an unpleasant experience.

6

Words from the text are in bold. a b c d e f

result – consequence live alongside – co-exist silly reasons – lame excuses something that angers and incites – provocation unhappy, displeased – disgruntled point of view - perspective

Activity 1 1 2 3

There was a malfunction in the system that day. (B) I’ll see what I can do right away. (A) I agree it was our responsibility to explain it to you more carefully. (A)

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4 5 6 7 8 9 10 11 12

They can’t get it out today. (B) It’s no problem. I’ll talk you through the process again. (A) I’ll trace the bill and call you back. (A) I don’t have any control over it. (B) You probably misunderstood. (B) We’ll replace it right away. (A) He can’t have told you that. (B) It’s our responsibility to see that it is delivered on time. (A) He did not know how far it was to be delivered. (B)

16.4 Listening Tape script Conversation 1 Executive:

Good morning, Bell Solutions. This is Armaan Khan. What can I do for you?

Caller:

I’d ordered a new printer which was delivered to me two days ago. But nobody’s come here yet to install it and give me a demonstration of how to use it.

Executive:

When did you say it was delivered to you?

Caller:

I just told you that. Two days ago.

Executive:

And when did they say they would send somebody?

Caller:

Well they said they’d send a technician the day of delivery, but as I said, it’s already been two days, and nobody has turned up.

Executive:

I’ll see what I can do, and call you back.

Conversation 2

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Executive:

Good morning, Arrowspeed. This is Smita Chaturvedi. How may I assist you?

Caller:

I’d couriered a package to Delhi five days ago, but it hasn’t reached its destination yet. I’d like to know why.

Executive:

You said five days ago. Would that have been on the 22nd Sir?

Caller:

That’s right.

Executive:

That’s surprising, then. But you’re right. It was our responsibility to see that it was delivered on time. And I’m very sorry for the inconvenience.

Caller:

That’s okay, but I needed that package to be delivered fast. Just tell me what you are going to do about it.

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Executive:

I’ll need some details from you, and then I’ll ………………...

Check your progress 2 Conversation 1 The executive took the customer’s concern lightly, did not listen attentively and showed a lack of ownership and accountability. Inappropriate phrases: 1 2

When did you say it was delivered to you? – Shows he was not listening carefully. I’ll see what I can do – Lacks accountability and assurance

Conversation 2 The executive took the customer’s concern seriously, listened attentively and showed a sense of ownership and accountability. Appropriate phrases: 1 2 3

You said five days ago. Would that have been on the 22nd Sir? – Shows he was paying attention It was our responsibility…… - ownership and accountability I’m very sorry for…………. – ownership

Activity 2 1

The caller calls to find out when he will receive his new credit card pin. Executive: Good morning,…….. How may I help you? Caller:

I’ve called to find out when I can expect to receive my credit card pin.

Executive: We usually mail it within seven days of issuing the card. Could you tell me when you received the card? Caller:

That was three days ago, on the 13th.

Executive: Then you can expect to get the letter with the pin before or by the 19th. Caller:

Are you certain of that?

Executive: Yes, I’m certain. I’ll also double check to make sure it’s delivered to you by then. Caller:

Thank you.

Executive: You’re welcome. Have a good day. 2

How to secure his new Wi-Fi connection. Executive: Good morning,…….. How may I assist you? Caller:

Hello, I’m having problems securing my new Wi-Fi connection. Though the executive did explain it to me

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earlier, his directions were a bit confusing. someone to talk me through it again.

Customer Service

I’d like

Executive: That’s no problem. Anyway, it was our responsibility to explain it to you more carefully. I’ll talk you through the process again today. Caller:

Could you do it right away?

Executive: Certainly. Shall we start right away? Caller:

Yes, thanks.

Executive: The first thing you need to do is………… 3

The caller would like to change his credit card cycle: Executive: Good afternoon,…….. How may I help you? Caller:

I’ve called in connection with my credit card bill payment cycle.

Executive: And how may I help you with that? Caller:

My current cycle is such that I need to pay the bill by the 3rd of the month. I’d like to change it such that the payment is due sometime in the middle of the month.

Executive: Let me see what I can do to help you. Could you hold the line for a minute? Caller:

Sure.

Executive: (After a minute) Would a cycle starting the 16th of the month be suitable? Caller:

That would be perfect.

Executive: I’ll need some details from you, and we’ll reset your cycle. Caller:

Thank you.

Executive: Could you give me your……….? 4

The caller disputes the amount on his credit card bill: Executive: Good morning,…….. How may I assist you? Caller:

There seems to be a problem with my credit card bill.

Executive: What might that problem be? Caller:

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I believe I’ve been over-charged.

Executive: My apologies if that has happened, Sir. But I’ll trace your bill and call you back.

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Caller:

There’s no need to do any of that. I remember very well how many times I used my credit card this last month, and also the amounts. So please make the correction right away.

Executive: I’m afraid I can’t do that. If there’s any mistake we’ll adjust it in your next bill. Caller:

Well, it’s not my fault that there is a mistake. This is the second time this has happened, and I refuse to pay in excess of my bill, so see that you make the correction right away.

Executive: I’m not authorized to take this decision, but I’ll speak with my superior and get back to you before this evening. Caller:

Make sure you do that.

Executive: I assure you I will. Check your progress 3 1

i i ii iii iv v vi vii

with on on for on with for to

2

i ii iii iv v vi vii viii

agreed on think of comply with blamed, for wait for thank, for brought up bid for

Check your progress 4 i ii iii iv v vi vii viii ix x

As I’m going to Mumbai/ I shan’t attend office for a week. Lakshmi is very clever / but thoroughly undependable. My uncle went to Chennai last week / where he met his old professor / who had taught him Physics in 1924. Mr. Pandey/ our Professor of Zoology / will be away for a fortnight. Laugh / and the world laughs with you / weep / and you weep alone. Jack and Jill / went up a hill / to fetch a pail of water. Shakespeare was a famous dramatist / who lived in the sixteenth century. You may think you are very famous / but I don’t think so. Mr. Rajiv Gandhi became the Prime Minister of India / after his mother was assassinated. Several universities in India / offer distance education programmes these days.

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xi xii xiii xiv xv

52

George Bernard Shaw / wrote a number of plays. There are twenty vowels in English / which can be divided into twelve pure vowels / and eight diphthongs. Rabindranath Tagore was not only a patriot / but also a man of letters / and he was awarded the Nobel Prize in Literature. It’s a pity India didn’t win any medals / in the 1988 Olympics. I don’t mind a cup of tea / but I’d prefer some coffee.

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UNIT 17: HANDLING COMPLAINTS Structure 17.0 17.1 17.2 17.3 17.4 17.5 17.6 17.7 17.8 17.9

Objectives Warm up Reading: a Complaint is a Gift Vocabulary Listening Writing and Speaking Grammar: Noun Clause Pronunciation: Choice of Stressed Syllables in an Utterance Let Us Sum Up Answers

17.0 OBJECTIVES This Unit deals with the sensitive issue of handling customer complaints. Here you will learn: • • • • • • •

The need to value complaints The importance of listening while a customer is complaining The importance of staying calm while dealing with complaints To involve the customer in dealing with the problem How to say ‘no’ Phrases to use while dealing with complaints Phrases to avoid while dealing with complaints

17.1 WARM UP Let’s begin by asking ourselves these simple questions: i ii iii iv v vi

What are the things that make me lose my patience? How often do I tend to lose my cool? How rapidly does my anger increase if somebody keeps me waiting? How do I handle my own temper? How do I react when someone gets angry? Do I like it if someone tells me that my anger is unjustified?

17.2 READING: A COMPLAINT IS A GIFT No company would ideally like to work in a manner that actually invites complaints from the customer. Customer complaint, however, is an unavoidable consequence of being in the market. Even so, it need not be taken as a negative experience because, if handled well, it can be a valuable asset. 53

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A complaint is, in fact, a very important piece of feedback. Believe that each customer that complains is giving you an opportunity to make things right. It also shows that they have enough faith in your company to help them resolve their problem, regardless of who is at fault. It is also possible that customers are giving you feedback on your product or service that your company may have overlooked. If you incorporate this feedback into your approach, you will be better able to meet their needs and thereby be more successful in your venture. Greet the customer with a smile, and thank him/her for the complaint, but be sure to explain to him/her why you appreciate the complaint. Then apologize for the inconvenience to him/her and proceed with trying to rectify the situation. Should you need to check something with your superior and need to put them on hold, ask for permission before doing so. With your voice and your words, communicate to him/her that you are treating the matter with the urgency it deserves. Rapid responses show you are serious about service recovery to the customer. Then proceed to correct the mistake as quickly as possible. Research has proven that the sooner a complaint is resolved with the customer the greater the satisfaction and the more likely the customer will continue to use your services. Keep your Composure It is more than likely that the complaining customer is agitated, irritated, or just very angry. There could be many reasons for this like having to call many times, numerous transfers, past experience with other agents, long call durations, etc. Be patient, get him/her to talk, and show him/her you are listening to him/her by making the right noises in response. Above all, remain calm and patient. This will help you stay problem centered. Remember that the caller has his/her reasons for being agitated – respect them. Reassure your Customer The moment you realize that your customer has called in to make a complaint, prepare yourself to reassure him/her. Regardless of whether you think the complaint is valid or not, you do not want to annoy and alienate your customer. Assure him/her that your prime concern is in sorting out his/her problem. Ask questions to find out what s/he wants, and paraphrase to show you understand and are interested in helping. S/He needs to hear proof of your empathy and concern – it reassures and calms him/her. Involve the Customer One way to effectively handle a problem or complaint is to involve the customer in resolving it. Provide him/her with all possible alternatives, ask for his/her ideas, and if they seem reasonable, grant them. If not, choose a solution that is reasonable and agreeable to both parties. The caller is always more satisfied if s/he is involved with finding the solution to his/her problem. How to say ‘No’

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The trickiest situation is that in which you have to refuse to do what s/he wants. See that you don’t sound offensive. Express regret that you cannot accept his/her demand but always explain the reason why you cannot accept it. Acknowledge and empathize with the customer’s feeling of disappointment, even while making clear that you cannot change your stand. Do not use strong words, but be gently firm.

Handling Complaints

Above all, keep your objective in mind – you want to do your best to retain the customer. Never try to win the argument with the customer. An argument won is a customer lost. Remember that through resolving a complaint efficiently and fairly, you can retain the customer's loyalty and potentially gain new customers through good feedback. Research has shown that seven out of ten complaining customers come back to you if you resolve the complaint in their favor and, if it is resolved on the spot, almost all of them will do business with you again. Check your progress 1 Based on what you have learnt from the text, fill up the blank spaces to complete these sentences. i

Customer complaint should not be thought of as a ……………… ……………….

ii

Sometimes complaints give us feedback on our product or service that our company ………………………………...

iii

When a customer comes to you with a complaint it also shows he has ……………………………………………………………………...

iv

Complaining customers get agitated for various reasons like ………………………………………………………………………… …………………………..……………....

v

While dealing with an agitated or angry customer always stay ………. …………………………………….

vi

Even if you think his complaint is not valid, you should take care that you don’t ……………………………………………………..

vii

………………………………………….….. to show the customer you understand what he is saying and want to help.

viii

The customer needs to hear proof of your …………………. ……………………………….

ix

Customers like it if we involve them in ……………………………….

x

When refusing to meet a demand made by the customer we have to be careful not to ………………………………………..

xi

Always ………………………………………..why you cannot accept his demand.

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xii

If you try to win the argument with your customer you will ……………………………….

17.3 VOCABULARY In a customer service environment the language that we use can have a strong effect on how the customer perceives the service. And when dealing with customer complaints the language you use becomes an even more sensitive issue. There are certain words and phrases that diffuse tension in such situations, and certain others that increase tension and can trigger emotional and often aggressive and angry responses. Positive words like definitely, surely, absolutely, certainly calm the customer whereas others like can’t, shouldn’t have, should have and but sound negative and can provoke him/her to anger. Activity 1 Given below are phrases some of which can provoke an angry reaction from the customer (Type A) and others which can have a calming effect on him/her (Type B). Classify these as Type A/Type B. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 56

27 28

What I can do for you right now is …. Why didn’t you… May I explain… I’m sorry you had to… You should have… I've got problems too… Do you think ……… would be a good idea? I’ll be happy to check… You never…or you always… Would you be interested in seeing…? Some people find it helpful to… Our policy does not permit… In order for me to assist you better… Do you have any suggestions? There is nothing I can do… Rest Assured Mr.…… You’re not the only one in a hurry… I do understand the inconvenience you have faced…… I will be more than glad/ happy to assist you…. I completely understand the reason why …. Calm down Mr.… I will certainly ensure that… What I will do for you right away is…… I've already told you a hundred times… I assure you I will try my best….. I’m sorry for the inconvenience that you have faced, what I can do for you is… You don't realize… That’s impossible…

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29 30

I would suggest / I recommend….. To avoid a similar inconvenience in future I request you to….

17.4 LISTENING

Handling Complaints

Activity 2 Listen to these two conversations between an executive and a customer and fill in the gaps. Discuss which of the two executives handled the complaint better and why. How would you have dealt with the conversation that you thought was not handled correctly? Conversation 1 Executive:

Good morning, Excel Services. This is Alan. ………………… ….…….. you?

Caller:

I’ve ……………………….. about getting reminders to pay my credit card bill. But I’ve already paid it three days ago.

Executive:

………………………..………………, Ma’am?

Caller:

But I have. Do you think I would lie about this?

Executive:

No, but ……………………….. you to pay the bill again?

Caller:

That’s what I don’t understand. And it’s your problem to look into this, not mine.

Executive:

But …………………………………. that you have made the transaction?

Caller:

What do you mean by that? Have I not already told you that I have?

Executive:

Okay. ……………………….. your account status, and I’ll let you know. May I have your…………..

Conversation 2 Executive:

Good afternoon, Pioneer Services. This is Sunil Mehra. How may I ………………………..?

Caller:

I’d like to speak with ……………………….., please.

Executive:

……………………….., sir. Could you please tell me ……………………….. about?

Caller:

No, I don’t wish to tell you that because I’ve already ……………………….. several times. And right now I’ve been on the phone for ten minutes before I finally got to speak to you.

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Executive:

I’m sorry you had to ………………………………. such inconvenience. I assure you I can help you with what is bothering you.

Caller:

Okay. Let me tell you this for the last time then. For the last four

months

people

from

your

company

have

been

……………………………. for somebody who does not live there any more. Executive:

Hmm hmm.

Caller:

I have told them this each time, but the calls persist. So now I’d like to speak with someone with authority who can ……………………….. that nobody calls on that number again.

Executive:

I …………………………………. you are upset about this. If you could just give me the number, I will delete it from our list right away.

Caller:

How do I make sure nobody from your office will use it any more?

Executive:

As of now, ……………………….. that you will not be on our calling list. But in future, if you wish to avail of our services, we will be only too happy to help.

Caller:

The number in question is…………………. Thank you for your help.

Executive:

You’re welcome, and ………………………...

17.5 WRITING AND SPEAKING Activity 3 Pair Work Listen to Conversation 1 of the Listening section again. Now write the conversation again according to how you think it should be done. Record it with your partner. Exchange your recording with another pair and listen to each other’s version. .…………………………………………………………………………………. .…………………………………………………………………………………. .…………………………………………………………………………………. .…………………………………………………………………………………. 58

17.6 GRAMMAR: NOUN CLAUSE

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Read the sentences below from the text: 1 2 3

It also shows that they have enough faith in your company. … but be sure to explain to him/her why you appreciate the complaint. … communicating to him/her that you are treating the matter with urgency.

Handling Complaints

The clauses underlined above are noun clauses because they do the work of nouns. i

A noun clause is complement to a verb, example: It is also possible that customers are giving you feedback on your product…

ii

They act as subject to the verb as in the sentence, example: How the leopard entered the factory was a mystery. Whatever happens, it is His will.

iii

They act as object to the verb as in the sentence, example: The young girl knew who the thief was. She also knew where he lived.

iv

A noun clause is object to a preposition, example: The executive did not pay attention to what the customer was saying.

How do you identify a noun clause in a sentence? Ask the question “what” about the verb of the sentence and the group of words that give you the answer, will be the noun clause. Example Research has proven that the sooner a complaint is resolved with the customer the greater the satisfaction… Here you may ask “What has the research proven?” and the answer to this, “that the sooner a complaint…” is the noun clause. The following words called subordinating conjunctions introduce noun clauses. that whenever whether 

who where

when whatever

however why

what how

whoever wherever

Check your progress 2 1

Complete the following sentences by adding noun clauses as objects. Use the clues given in brackets and the appropriate subordinating conjunction. i I don’t know ………………………….. (get/money back).

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ii

Can anyone tell me …………………….(the matter/with him)?

iii

Please confirm …………………… (you can come/on Sunday).

iv

It is a good thing ……………… (he/working hard).

v

The airhostess asked me ………………………(want/coffee, tea or juice).

vi

I don’t understand ……………………………………………... (she couldn’t/come/event).

vii

Preeti hasn’t decided …………………………. (go/Mumbai).

viii

Jitendra didn’t say ………………………..……….. (he/stay in Delhi).

2

Complete the sentences with appropriate noun clauses. We have done one for you. i

My boss said, “You ought to work harder.” My boss told me that I ought to work harder. My boss suggested that I ought to work harder.

ii

The Managing Director said, “Riya, why don’t you go for a leadership training course?” The Managing Director suggested ……………………………….. …………………………………………………………………….. The Managing Director hoped …………………………………… …………………………………………………………………….. The Managing Director wanted ………………………………….. ……………………………………………………………………..

iii

The Office Manager told the staff, “please come to office on time.” The Office Manager advised ……………………………………... The Office Manager hoped ………………………………………. The Office Manager wanted ……………………………………… The Office Manager suggested …………………………………...

iv

Aliya said, “I wish I didn’t have to work so hard.” Aliya wished ……………………………………………………… Aliya hoped ………………………………………………………. Aliya wanted ……………………………………………………...

v 60

The Manager said, “It is hard work that pays in the end not sucking up to your boss.” The Manager advised ……………………………………………..

327

The Manager commented ……………………………………….. The Manager suggested …………………………………………..

17.7 PRONUNCIATION: CHOICE OF STRESSED SYLLABLES IN AN UTTERANCE

Handling Complaints

We mentioned in Unit 14 (14.8) that in connected speech we stress those words which are important for the meaning the speaker wants to convey to the listener. We pointed out that if the meaning does not require any particular word to be stressed specially; the speaker will stress the content word and leave the grammatical words unstressed. We also said that if a content word has more than one syllable we stress only one of its syllables and that it is the syllable which we stress when we say the word by itself. Let us look at some examples. In the examples given below, stressed syllables are marked with the vertical bar. The division into tone groups is indicated by the slanting line ( / ). 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

'If it 'rains, / I shall 'stay at 'home. 'Content 'words / are 'stressed in an 'utterance. 'When we 'speak, / 'long 'sentences are di'vided into 'smaller 'bits. 'Grammar is a 'branch of lin'guistics. Pho'netics 'deals with 'speech. 'Speech sounds are di'vided into 'vowels and 'consonants. The 'Mahabharata / is 'one of the 'greatest 'epics of the 'world. 'Once upon a 'time / there was a 'great 'story-teller / who was called 'Hans 'Christian 'Andersen. 'Robert 'Browning was a 'great 'poet. My 'friend’s an 'optimist. 'Shrimati 'Indira 'Gandhi / was ass'assinated in 'nineteen eighty 'four. The 'Indian 'army / is 'one of the 'best in the 'world. 'Students 'ought to be 'disciplined. The 'Indian 'medium range 'missile 'Agni/was 'launched in 'May this 'year. When'ever the 'traffic lights are 'red/, all 'vehicles should 'stop. I 'went to the U'nited 'States of A'merica / when I was nine'teen, / and 'stayed there for 'four 'years. I’m a 'student of 'Indira 'Gandhi 'National 'Open Uni'versity. We’ve a'chieved a 'number of 'things / in our 'sixty 'years of inde'pendence. Though 'Ravi is 'clever, / he is ex'tremely unde'pendable. The re'sults of the exami'nation / were an'nounced this 'morning, / and our 'school has a'chieved a u'nique di'stinction.

17.8 LET US SUM UP In this unit we have learnt the importance of respecting customer complaints. If handled with seriousness and care, they help us to overcome our weaknesses, and build systems that help us serve the customer better. Here we have also talked about the importance of tackling complaints with the right attitude and of keeping our composure while doing so. The focus should be on solving the problem, and if we involve the customer in finding the solution, his satisfaction is greater. We have learnt that refusing to do

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something also needs to be done artfully so as not to offend the other person. Also, if a complaining customer is satisfied with the response he gets, he is more than likely to come back, and also bring in new customers.

17.9 ANSWERS Check your progress 1 i ii iii iv v vi vii viii ix x xi xii

Customer complaint should not be thought of as a negative experience. Sometimes complaints give us feedback on our product or service that our company may have overlooked. When a customer comes to you with a complaint it also shows s/he has faith in your company to resolve his/her problem. Complaining customers get agitated for various reasons like having to call many times, numerous transfers, past experience with other agents, long call durations, etc. While dealing with an agitated or angry customer always stay calm and patient. Even if you think his/her complaint is not valid, you should take care that you don’t annoy and alienate your customer. Paraphrase what s/he has told you to show the customer you understand what s/he is saying and want to help. The customer needs to hear proof of your empathy and concern. Customers like it if we involve them in finding the solution. When refusing to meet a demand made by the customer we have to be careful not to sound offensive. Always explain the reason why you cannot accept his demand. If you try to win the argument with your customer you will lose him.

Activity 1

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1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21

What I can do for you right now is ….(B) Why didn’t you… (A) May I explain… (B) I’m sorry you had to… (B) You should have…(A) I've got problems too…(A) Do you think ……… would be a good idea? (B) I’ll be happy to check…(B) You never…or you always…(A) Would you be interested in seeing…(B) Some people find it helpful to…(B) Our policy does not permit…(A) In order for me to assist you better…(B) Do you have any suggestions? (B) There is nothing I can do…(A) Rest Assured Mr. …… (B) You’re not the only one in a hurry…(A) I do understand the inconvenience you have faced……(B) I will be more than glad/ happy to assist you….(B) I completely understand the reason why ….(B) Calm down Mr. …(A)

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22 23 24 25 26 27 28 29 30

I will certainly ensure that…(B) What I will do for you right away is……(B) I've already told you a hundred times…(A) I assure you I will try my best…..(B) I’m sorry for the inconvenience that you have faced, what I can do for you is… (B) You don't realize…(A) That’s impossible…(A) I would suggest / I recommend…..(B) To avoid a similar inconvenience in future I request you to….(B)

Handling Complaints

Activity 2 Conversation 1 Executive:

Good morning, Excel Services. This is Alan. What can I do for you?

Caller:

I’ve called to complain about getting reminders to pay my credit card bill. But I’ve already paid it three days ago.

Executive:

How is that possible, Ma’am.

Caller:

But I have. Do you think I would lie about this?

Executive:

No, but why would we ask you to pay the bill again?

Caller:

That’s what I don’t understand. And it’s your problem to look into this, not mine.

Executive:

But are you quite certain that you have made the transaction?

Caller:

What do you mean by that? Have I not already told you that I have?

Executive:

Okay. I’ll have to check your account status, and I’ll let you know. May I have your…………..

Conversation 2 Executive:

Good afternoon, Pioneer Services. This is Sunil Mehra. How may I assist you?

Caller:

I’d like to speak with somebody senior, please.

Executive:

Certainly, sir. Could you please tell me what this is about?

Caller:

No, I don’t wish to tell you that because I’ve already made this request several times. And right now I’ve been on the phone for ten minutes before I finally got to speak to you.

Executive:

I’m sorry you had to put up with such inconvenience. I assure you I can help you with what is bothering you.

Caller:

Okay. Let me tell you this for the last time then. For the last four months people from your company have been calling my

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home number for somebody who does not live there any more.

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Executive:

Hmm hmm.

Caller:

I have told them this each time, but the calls persist. So now I’d like to speak with someone with authority who can make sure that nobody calls at that number again.

Executive:

I completely understand why you are upset about this. If you could just give me the number, I will delete it from our list right away.

Caller:

How do I make sure nobody from your office will use it any more?

Executive: Caller:

As of now, I assure you that you will not be on our calling list. But in future, if you wish to avail of our services, we will be only too happy to help. The number in question is 12345678. Thank you for your help.

Executive:

You’re welcome, and have a nice day.

Comparison of the two executives: The executive in Conversation 1 isn’t polite and uses inappropriate and offensive language. He also shows a tendency not to believe the customer, and indicates that he will have to clarify if the customer is speaking the truth. On the other hand, the executive in Conversation 2 is polite, helpful, uses the right language and assures the customer that he is eager to help. Activity 3 Conversation 1: This is a sample. Yours could be different. But make sure your conversation has the executive speaking politely, and not using phrases that imply he believes the customer is lying. He needs to show understanding and concern for the customer, even while insisting that he needs to check the records to verify the truth of the customer’s claim.

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Executive:

Good morning, Excel Services. This is Alan. How may I assist you?

Caller:

I’ve called to complain about getting reminders to pay my credit card bill. But I’ve already paid it three days ago.

Executive:

I completely understand why you are angry if that is what has happened. Would you give me moment to check the details of your payment?

Caller:

Do you think I would lie about this?

Executive:

No, but in order for me to assist you better in sorting out this confusion, I would have to check our records too.

Caller:

I don’t understand why you have to do that. And it’s your problem if your records aren’t correct, not mine.

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Executive:

Rest Assured Mr. ______. We will not charge you twice for the same bill. But please give me some time to check your account status, and I will get back to you by 4 pm.

Caller:

See that you sort this thing out today. I don’t want anyone harassing me for it again.

Executive:

I assure you I’ll take care of it immediately.

Handling Complaints

Check your progress 2 1

Completed sentences: i ii iii iv v vi vii viii

2

I don’t know how to get the money back (get/money back). Can anyone tell me what’s the matter with him (the matter/with him)? Please confirm when you can come on Sunday (you can come/on Sunday). It is a good thing that he is working hard (he/working hard). The airhostess asked me whether I wanted coffee, tea or juice (want/coffee, tea or juice). I don’t understand why she couldn’t come for the event (she couldn’t/come/event). Preeti hasn’t decided how she should go to Mumbai (go/Mumbai). Jitendra didn’t say where he stayed in Delhi (he/stay in Delhi).

Completed sentences with appropriate noun clauses: ii

The Managing Director suggested that Riya should go for a leadership training course. The Managing Director hoped that Riya may go for a leadership training course. The Managing Director wanted Riya to go for a leadership training course.

iii

The Office Manager advised the staff to come to the office on time. The Office Manager hoped that the staff would come to office on time. The Office Manager wanted the staff to come to office on time. The Office Manager suggested that the staff should come to office on time.

iv

Aliya wished that she didn’t have to worked so hard. Aliya hoped that she didn’t have to work so hard. Aliya wanted that she should not have to work so hard. 65

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v

The Manager advised that it is hard work that paid in the end not sucking up to the boss. The Manager commented that it is hard work that paid in the end not sucking up to the boss. The Manager suggested that it is hard work that paid in the end not sucking up to the boss.

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UNIT 18: RAPPORT BUILDING AND EMPATHY Structure 18.0 18.1 18.2 18.3 18.4 18.5 18.6 18.7 18.8 18.9

Objectives Warm up Reading Listening: Rapport Building and Empathy Vocabulary Writing and Speaking Grammar: Adverbial Clause of Concession and Contrast Pronunciation: Choice of the Nucleus Let Us Sum Up Answers

18.0 OBJECTIVES This Unit deals with the importance of building a rapport with your customers or potential customers and establishing a bond of empathy with them. Here you will learn: • • • • • • •

What we mean by rapport and empathy The connection between rapport and empathy The importance of empathizing with your customers The importance of building a good rapport with customers How to build a rapport with customers How you can use your voice in building a rapport and showing empathy The benefits of establishing a rapport with your customers

18.1 WARM UP

Look at the images above. These are two people talking on the phone. Which of them would you look forward to having a conversation with? Why? What are the words or expressions that come to mind when you see these pictures?

18.2 READING Read the following passage and answer the questions given below it. How often has it happened that you met someone for the

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first time, and within moments, decided that you were going to enjoy talking with him? In other words, with some people, you just know you are going to ‘click’. How are we able to make these almost on-the-spot opinions of how we are going to get along with perfect strangers? Of course this kind of connection is easier to establish with someone when you meet them face-toface. A warm handshake, friendly voice, pleasant demeanor: these are the things that build this comfort. This ease of connecting with someone is what we call a rapport. The dictionary definition of rapport is: ’A harmonious or sympathetic relation’ or, put simply: ‘being a friend’. And empathy, according to the dictionary, denotes a deep emotional understanding of another's feelings or problems. And the two, as their meanings illustrate, are closely related. You build a rapport, and then demonstrate empathy, which goes on to further cement your rapport. But exactly what do you do when you’re trying to achieve rapport building over the telephone? The first rule of rapport building over the phone is to be natural, and keep a smile on your face while speaking. Believe it or not, but more often than not, your smile can be heard! And it has the ability to instantly put the person on the other end of the line at ease. In most call centers, the challenge to being natural comes from the fact that people are required to follow a strict format with structured and sequenced question sets or statements. Following pre-set scripted question sets/statements limits the flexibility of a person to use his/her own initiative. Scripts have the advantage of providing a consistency of process, but can tend to show a lack of warmth. How then do you ensure that you make the interaction warmer and assure the customer that you have his best interest at heart? This is where your tone of voice plays the most important role. Make sure that your tone matches your words. Handling umpteen calls in a day, you are at risk of sounding monotonous and unenthusiastic. So first of all, don’t sit slouched on your chair! Your posture plays an important part in how you speak. Sitting up straight will help you feel enthused, energized and alert and the crispness and energy will show in your voice. Another thing to remember is that a good rapport isn’t about making best friends with your customer. It means creating an easy state where both parties converse freely and comfortably. The added benefit is that it makes the time you spend talking more enjoyable, and hopefully, more productive.

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Once you have established an easy connection with your customer, listen carefully to what s/he has to say. Especially if s/he has called, and has some issues using the product or service provided by you, give him/her a keen ear. Your customer needs to be assured that you are on his/her side. Use the right sounds and words to show him/her that you understand and empathize with him/her. Only then will s/he believe in the solutions you offer. You can show empathy by using phrases such as: ‘I understand what you mean’. ‘I can see where you are coming from’. ‘I understand why you would think that way’. ‘That must have upset you a lot’.

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Empathy is not sympathy How is empathy different from sympathy? Both involve a sharing of the other person’s feelings. But whereas sympathy involves feeling sorry for the person, empathy involves putting yourself in the other person’s shoes and trying to understand his/her situation, regardless of whether or not you agree with him/her. While a sympathetic listener shares only the feeling of grief, the person who listens with empathy shares feelings of grief or love or any other emotion that the other person is experiencing. Additionally, sympathy could involve agreeing with some aspects of the other person’s feelings, beliefs, etc. whereas empathy emphasizes understanding those feelings with no interest in agreeing or disagreeing. Hence a feeling of empathy will better aid you in resolving the issue as it helps you get a better understanding of what is bothering your customer, and why. Remember that in a call center, you have umpteen calls to make or attend. You will have a limited time to allocate to each call so you need to use that time effectively to get the information you need to be able to provide the best service. Good rapport will get you there faster, make your job that much easier, and the end result much more satisfying. In the long run, these attributes will help establish loyalty in your customers, which means they are more than likely to come back for more. There’s also a very good chance of them spreading the good word about your organization to friends. It is an established fact that there can be no better publicity than the word of a satisfied customer. Add that to the well researched fact that it is indeed far less expensive to keep old customers than to bring in new ones, and you have a win-win situation all the way! Check your progress 1 Answer the following questions based on the text. i

Explain what you think rapport is? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

ii

How are rapport and empathy linked in connecting with your customer? …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

iii

How can you use your voice to advantage while dealing with customers? ………………………………………………………………………….

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…………………………………………………………………………. …………………………………………………………………………. iv

How far should you go in establishing a friendly relationship with your customer? …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

v

How can you show the customer that you empathize with him? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

vi

How is empathy different from sympathy? …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

18.3 LISTENING: RAPPORT BUILDING AND EMPATHY Now listen to two executives discussing tips they got from a talk on how to establish the best possible relationship with customers. Check your progress 2 Now listen once again to the conversation and fill in the columns below with each point Raman and Vinay made while going over the talk together. RAMAN

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VINAY

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18.4 VOCABULARY Given below are some phrases you can use to build a rapport and to express empathy for what the caller is feeling. Activity 1 Categorize these phrases into the following three types:

i ii iii iv v vi vii viii ix x xi xii xiii xiv xv xvi

a

Warm up

b

Showing understanding

c

Offering advise/help

How can I help you? That must have been difficult for you. How has your day been so far? What can I do for you today? I completely understand why you would think that way. I would suggest / I recommend…. I understand your concern. I’m sure we can sort this out. I can see what you mean. That must have made you very happy. A simple way / method to change it will be to…. That must have upset you a lot. I can see why you feel that way. I will be more than glad/ happy to assist you… All you need to do is to just… It’s a wonderful service where….

18.5 WRITING AND SPEAKING Activity 2 In pairs, make conversations for the following situations and then practice the dialogues keeping in mind the tonal quality you are supposed to use. Record the conversation if you can, and review it together to critique each other’s 71

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speaking. Take the help of the phrases in the vocabulary section for making the dialogue. 1

A customer calls because she wants to know when the free service that she had been promised for six months after she bought a washing machine, will be provided.

2

The caller wants to know what he can do to change his pre paid mobile phone connection to a post-paid one.

3

The caller would like a duplicate copy of her bank statement to be sent to her at the earliest, as she has misplaced the original.

18.6 GRAMMAR: ADVERBIAL CLAUSE OF CONCESSION AND CONTRAST Look at the sentences given below: i

But whereas sympathy involves feeling sorry for the person, empathy involves putting yourself in the other person’s shoes…

ii

While a sympathetic listener shares only the feeling of grief, the empathetic listener shares feelings of grief or love or any other emotion that the other person is experiencing.

iii

Although Indonesia is originally an agricultural country, now it is becoming one of the newly industrialized countries.

In the sentences above, a strong contrast is expressed between the idea in the main clause, and the idea in the adverbial clause which is in Bold. These clauses are called adverbial clauses of concession and contrast. Some of the subordinators which introduce these clauses are: although, though, while, whilst, whereas, even though, even if, no matter Activity 3 Match the clauses in A with the clauses in B after inserting an appropriate clause of concession and contrast in the blank space. i ii iii iv v vi 72

Column A …….……….. I had never seen the accused before, ……...…………………. I was really tired, ………….... you dislike music, ………..……....I do not really like modern art, ……….…..how angry you are, …………...he was in a noparking area,

a b c d e f

Column B I could not get any sleep. ……….………. she has a sweet nature. I found his work impressive. her brother is clever. you can’t do what you like. ………….………. many artists die in poverty and obscurity.

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He was rich and famous in his lifetime, viii They smiled almost continuously ix A lot of people are uncomfortable with Monica, x ……………..………Radha seemed rather dull,

g

he got out and left the car.

h

you will enjoy this concert.

i

I recognized him from the photographs. ………………… what was said.

j

Phrasal Verbs Look at the following list of words. Each of these is an expression that combines a verb with a preposition to make what we call a ‘phrasal verb’, which is different in meaning from the verb used by itself. One verb can be combined with different prepositions to make expressions that are vastly different from each other. Let us take the example of such expressions with ‘get’. Get on = climb up Get off = climb down Get in = enter Get along with = have a friendly relationship with Get away = go on a short holiday Get away with = escape (punishment) Get together with = meet with Get around = move about Activity 4 Complete the sentences below with suitable phrasal verbs from the box. Switch off believe in pass on look forward to i

look after talk about

hang up turn down

wait for come up with

You should ………………..……the mains after shutting down the computer.

ii

Why don’t we ……………………………… the new deal after I mail you the details?

iii

I will ……………………………… your email.

iv

We ……………………………… their offer as the price they quoted was too high.

v

It’s important that your customers ……………………………… you, don't you think?

vi

We will have to ……………………………… the Systems Manager to look into the matter.

vii

Alan is going to ……………………………… the new factory. 73

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viii

I have to ……………………………… the phone now, as I’m getting late for my meeting.

ix

The management will have to ……………………………… a better solution if it wants to pacify the workers.

x

Can you ………………………… the message to Mr. Parera when you meet him?

Check your progress 3 Return to the reading text and try to find as many phrasal verbs in it as you can. ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… …………………………………………………………………………………

18.7 PRONUNCIATION: CHOICE OF THE NUCLEUS In addition to choosing the words to be stressed in an utterance, we have to make another choice. And that is, out of the stressed syllables in each group, which should be the nucleus? In English it is the stressed syllable of either the most important word or the last important word in the tone group that is the nucleus. It is on this syllable that a pitch movement begins. If there is only one stressed syllable in an utterance, it automatically becomes the nucleus of the utterance. Given below are a few such examples. In each of the following short utterances there is only one stressed syllable and it is the nucleus of the utterance. In the following examples, the stressed syllable (which is also the nucleus of the utterance) has been italicized.

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1

I’m a 'boy.

2

He’s an 'orphan.

3

It’s 'raining.

4

I’m 'busy.

5

He’s 'honest.

6

It’s a 'pity.

7

I 'think so.

8

He’s ar'rived.

9

I 'love you.

10

They’re 'athletes.

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Note that in the sentences given above (Numbers 1 to 10) there is only one content word in each. If it is a monosyllabic word (as in sentences 1, 7 and 9) the whole word is the nucleus. If, as in the other sentences, the content word has more than one syllable, only one syllable has been italicized as the nucleus. What happens when an utterance has more than one stressed syllable? Which of the many stressed syllables in an utterance do we make the nucleus? The answer is simple. In English the nucleus in each tone group is on the stressed syllable of either the most important or the last important word. Let us take an example. The following sentence (Sentence No. 11) has thirteen syllables. Let us assume that the speaker says it as one group and does not want any of the grammatical words to be stressed. He stresses only the content words. The stressed syllables are marked with the vertical bar'. 11

I 'want you to 'take the 'dog for a 'walk in the 'park.

Now out of five stressed syllables, which one will be the nucleus? The choice of the nucleus depends upon the meaning the speaker wants to convey to the listener. The same sentence is given below a number of times, each time with a different nucleus. The meaning conveyed by the utterance each time is indicated within brackets after the utterance. The nucleus is italicized each time. 11a

I 'want you to 'take the 'dog for a 'walk in the 'park.

The speaker has made the word ‘dog’ the nucleus. He wants to make it clear to the listener that it is the dog which has to be taken out for a walk and not any other animal. This is done by making the word ‘dog’ prominent by initiating a pitch movement on it. 11b

I 'want you to 'take the 'dog for a 'walk in the 'park.

The speaker has made the word ‘walk’ the nucleus. He wants to tell the listener that the dog must be made to walk and not to run. 11c

I want you to 'take the 'dog for a 'walk in the 'park.

The speaker has made the word ‘park’ the nucleus. He wants to make it clear to the listener that the dog must be taken for a walk to the park and nowhere else. Now look at the same sentence, given twice below. On each of the two occasions, a grammatical word has been chosen as the nucleus and on each occasion the meaning intended by the speaker is given within brackets at the end of the sentence. 11d

I want' you to 'take the 'dog for a 'walk in the 'park.

The speaker has made the word ‘you’ the nucleus. He wants to make it clear to the listener that the listener, and no one else, should take the dog out for a walk. 75

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'I want you to 'take the 'dog for a 'walk in the 'park.

The speaker has made the word ‘I’ the nucleus. He wants to make it clear to the listener that it is speaker, and no one else, who is giving the instruction. If a sentence has more than one stressed syllable and none of the words is particularly important for the meaning, the stressed syllable of the last important word will be the nucleus. Look at the following examples. In each of them, the stressed syllables have been marked as usual with the stress mark and the nucleus has been italicized. It is assumed that in each sentence no word is specially important and so the speaker has chosen the stressed syllable of the last important word as the nucleus. 12

It’s 'raining a'gain.

13

'Honesty is the 'best 'policy.

14

'Thank you very 'much.

15

It’s a ri'diculous sug'gestion.

16

'What a 'tall 'man!

17

Can I 'see the 'Principal for a 'minute?

18

It’s im'possible to 'please 'everybody.

19

'John 'Keats was a 'famous 'poet.

20

'What’s your 'father’s pro'fession?

If a sentence has more than one tone-group, each tone-group will have a nucleus. Look at the following sentences. Each one of them has more than one tone-group. The places where the sentences are divided into tone-groups are indicated by the mark / The stressed syllables in each tone-groups have been marked ( ' ) and the nucleus in each tone-group has been italicized. 21

As 'soon as you 'reach 'London, / 'please 'send me a 'letter.

22

There’ve been 'hundreds of 'dramatists in 'England, / but 'Shakespeare was the 'greatest of them 'all.

23

What 'ever you 'do, / if you’re 'honest in 'what you 'do / you’ll 'win the res'pect and admi'ration of 'all.

24

'What an extra' ordinary 'piece of 'luck!

25

'Kalidas and Val'miki were 'great poets who 'wrote in 'Sanskrit.

26

If you 'don’t listen to your 'elders, /you’ll 'get into 'trouble.

27

I 'love sweets, / but my 'mother doesn’t al'low me to 'eat them / because I’m al'ready 'fat.

28

I was in 'Agra 'last De'cember / and 'saw the 'Taj, / which was 'beautiful on a 'moonlit 'night.

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'India is the 'largest democracy in the 'world.

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30

I 'lived in the 'Middle 'East for 'eight 'years / and en'joyed every 'minute of my 'stay there.

Check your progress 4 Given below are a few sentences. Read each one of them aloud and decide whether it is necessary to have a pause anywhere in the middle. Indicate such pauses with the mark /. Indicate the stressed syllables with the mark (') and underline the nucleus in each group. We have however given the answers in italics. Check your answers with those given at the end of this unit. Please do it after you have completed the task. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19

I must go and meet the Dean tomorrow. Five and three make eight. George is extremely honest in all his dealings, and he is also very clever. Indira Gandhi National Open University has a number of Study Centres, which are located in various parts of the country. Each Study Centre has a library. The Principal told me that I could apply for admission to the College of Engineering. I want to study medicine but my father insists on my becoming an engineer. Students should be free to choose what they like to study. Delhi is extremely hot in summer but is very cold in winter. Bangalore is a beautiful city and there are several lovely gardens in it. I hate jam with my bread and butter, but my sister loves it. It’s impossible for us to catch the flight today, for we are still ten kilometers from the airport and one of the tyres of our car has a puncture. It was Abraham Lincoln, the famous President of America, who said that Democracy is government of the people, for the people, and by the people. Doctor Sarvepalli Radhakrishnan was the second President of the Republic of India. Doctor Radhakrishnan succeeded Doctor Rajendra Prasad. Shakespeare wrote a number of plays. It’s a remarkable achievement. I’m going to buy a new carpet for our sitting-room. I want to by a new television set, but I have no money.

18.8 LET US SUM UP This unit has dealt with the significance of rapport building and empathy while dealing with customers. We first understood what exactly rapport and empathy are, and then went into details of how we can build them through proper interaction with our customers. For this it is important for us to be friendly, sincere, helpful, and understanding, all at the same time. 77

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We have also learnt how comfortable rapport can keep our customers happy and have a lasting effect on our business by bringing back the same customers to us again, and by their spreading the good word about us among their friends, who may then also desire to use our services.

18.9 ANSWERS Check your progress 1 i

Rapport literally means ’A harmonious or sympathetic relation’. It is the friendly connection that you establish with someone so that they can speak to you with ease and comfort.

ii

Rapport and empathy are closely linked. You begin by speaking in a friendly voice to establish a rapport. Then you listen keenly to show empathy, which helps to further establish your rapport by giving the customer the comfort that you are keen on helping him/her.

iii

You should keep your voice warm and friendly. The tone of your voice should match your words if you want to assure your customer that you are sincere about fulfilling his wishes or addressing his/her problems.

iv

You do not have to try to make your customer your best friend. But you need to speak in a friendly manner with him/her in order to gain his confidence that you are there to help him/her.

v

You can show empathy by listening carefully to what the customer has to say. Use phrases such as: ‘I understand what you mean’, ‘I can see where you are coming from’, ‘I understand why you would think that way’, and ‘That must have upset you a lot’ to show him/her that you empathize with him/her.

vi

Both empathy and sympathy involve a sharing of the other person’s feelings. But whereas sympathy involves feeling sorry for the person, empathy involves putting yourself in the other person’s shoes and trying to understand his situation, regardless of whether or not you agree with him. While a sympathetic listener shares only the feeling of grief, the empathetic listener shares feelings of grief or love or any other emotion that the other person is experiencing. Also, sympathy could involve agreeing with some aspects of the other person’s feelings, beliefs, etc. whereas empathy emphasizes understanding those feelings with no interest in agreeing or disagreeing.

18.3 Listening: Rapport Building and Empathy Tape script: Raman: Hi Vinay! Vinay: 78

Hey Raman! Did you attend the talk on ‘Rapport Building and Empathy’ yesterday?

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Raman: Yes, I did. In fact initially I thought it would be a big bore. But I was pleasantly surprised that it turned out to be pretty interesting. What did you think of it? Vinay:

I thought it was very informative and helpful too. Do you want to go over the points that were made? It’ll be a kind of review for us too. And you may remember some key points I may have forgotten.

Raman: Sure, sounds like a good idea. Vinay:

I think the first thing the speaker Mr. Pillai said was that you should begin the call with a smile because a ‘smiling voice’ is welcoming and relaxing. And then he made the point about starting the conversation with a warming up sentence to make the customer feel relaxed, and the atmosphere friendly.

Raman: That’s right. You were quite attentive, huh? Which reminds me, he also said that it was very important to listen attentively, and also to let the caller know that you were paying attention by making sounds like ‘umh’ and ‘ah’. Vinay:

Yes! And never interrupt while the customer is talking!

Raman: He said it was very important that you use the words the caller uses. It makes them feel comfortable and reassures them that you are listening keenly. For example if the caller says ‘credit card bill’ you don’t respond with ‘credit card statement’. Use the word ‘bill’ only. Vinay:

Right. And empathize with him to show that you share in his emotions, thoughts, or feelings. This is an excellent way of building rapport. And remember Mr. Pillai also gave us some phrases to show empathy.

Raman: Ya, ya. But we don’t need to go over those. Vinay:

And be relaxed and friendly while talking. If you are tense and distant, it will act as a barrier to building rapport.

Raman: Make a conscious effort to use the right tone of voice. You need to sound sincere to assure the caller that you mean what you say. Vinay:

Yes, yes. There was another point about the use of voice. Sit up straight because a bad posture adversely affects the tone of voice. Isn’t that it?

Raman: I think so. He said that rapport building is the foundation for the introduction of products and services that could benefit the customer. Without establishing rapport, you are unlikely to get the results you desire. Check your progress 2 RAMAN

VINAY

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Listen attentively. Let the caller know you are paying attention. Use the words and phrases the caller uses. Don’t change them or paraphrase. Use the right tone of voice.

Open the call with a smile. Start the call with a warm-up sentence. Don’t interrupt while he is talking. Show empathy. Be relaxed and friendly. Sit up straight. Don’t slouch.

Activity 1 i ii iii iv v vi vii viii ix x xi xii xiii xiv xv xvi

How can I help you? (a) That must have been difficult for you. (b) How has your day been so far? (a) What can I do for you today? (a) I completely understand why you would think that way. (b) I would suggest / I recommend…. (c) I understand your concern. (b) I’m sure we can sort this out. (c) I can see what you mean. (b) That must have made you very happy. (b) A simple way / method to change it will be to…. (c) That must have upset you a lot. (b) I can see why you feel that way. (b) I will be more than glad/ happy to assist you… (c) All you need to do is to just… (c) It’s a wonderful service where…. (c)

Activity 2 This is a sample answer for the first situation. Yours could be different. Make similar conversations for the other situations, using relevant phrases/sentences from the vocabulary section. A customer calls because she wants to know when the free service that she had been promised, for six months after she bought a washing machine, will be provided.

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Executive:

Good morning, Efficiency Machines. This is Ramesh. How may I assist you?

Customer:

I bought a washing machine from your company and I was told I would receive a free service after six months. It has been six and a half months we still haven’t got the free service. I was told it would be done last week, but nobody has come so far.

Executive:

I can understand why that must have upset you. I’ll arrange for a service engineer to be sent to your place today.

Customer:

But I don’t understand why I need to call and remind you of this.

Executive:

I apologize for the inconvenience and assure you this won’t happen again. In fact I’ll put in another free service on your

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service card. All you have to do is fill in the date on which you would like him to come for the next service, and he will be there. Customer:

Thank you.

Executive:

You’re welcome, and have a good day.

Activity 3 i ii iii iv v vi vii viii ix x

Although I had never seen the accused before I recognized him from the photographs. Even though I was really tired, I could not get any sleep. Even if you dislike music, you will enjoy this concert. While/Whilst I do not really like modern art, I found his work impressive. No matter how angry you are, you can’t do what you like. Though/Although he was in a no-parking area, he got out and left the car. He was rich and famous in his lifetime, whereas many artists die in poverty and obscurity. They smiled almost continuously no matter what was said A lot of people are uncomfortable with Monica, although she has a sweet nature. Whereas Radha seemed rather dull, her brother is clever.

Activity 4 i

You should switch off the mains after shutting down the computer.

ii

Why don’t we talk about the new deal after I mail you the details?

iii

I will look forward to your email.

iv

We turned down their offer as the price they quoted was too high.

v

It’s important that your customers believe in you, don't you think?

vi

We will have to wait for the Systems Manager to look into the matter.

vii

Alan is going to look after the new factory.

viii

I have to hang up the phone now, as I’m getting late for my meeting.

ix

The management will have to come up with a better solution if it wants to pacify the workers.

x

Can you pass on the message to Mr. Parera when you meet him?

Check your progress 3 Phrasal verbs from the reading text: i ii iii iv

talk with go on to get along with believe in

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v vi

coming from bring in

Check your progress 4 (The nucleus in each tone group is printed in Italics) 1

I must 'go and 'meet the 'Dean to'morrow.

2

'Five and 'three make 'eight.

3

'George is ex'tremely 'honest in 'all his 'dealings / and he’s 'also very 'clever.

4

'Indira 'Gandhi 'National 'Open Uni'versity / has a 'number of 'Study 'Centres, / which are lo'cated in 'various 'parts of the 'Country.

5

'Each 'Study 'Centre has a 'library.

6

The 'Principal 'told me / that I could ap'ply for ad'mission / to the 'College of Engi'neering.

7

I 'want to 'study 'medicine, / but my 'father in'sists on my be'coming an engi'neer.

8

'Students should be 'free to 'choose / what they 'like to 'study.

9

'Delhi is extremely 'hot in 'summer / but 'is 'very cold in 'winter.

10

Bangalore is a 'beautiful 'city / and there are 'several 'lovely ' gardens in it.

11

I 'hate 'jam with my 'bread and 'butter / but my 'sister 'loves it.

12

It’s im'possible for us to 'catch the 'flight to'day, / for we are 'still 'ten ki'lometers from the 'airport / and one of the 'tyres of our 'car / has a 'puncture.

13

It was 'Abraham 'Lincoln, / the 'famous 'President of 'America, / who 'said /that De'mocracy is 'government 'of the 'people / 'for the 'people, / and 'by the 'people.

14

Doctor 'Sarvepalli 'Radhakrishnan / was the 'second 'President of the Re'public of 'India.

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15

Doctor 'Radhakrishnan suc'ceeded Doctor Ra'jendra Pra'sad.

16

'Shakespeare 'wrote a 'number of 'plays.

17

It’s a re'markable a'chievement.

18

I’m 'going to buy a 'new 'carpet for our 'sitting-room.

19

I 'want to 'buy a 'new 'television 'set / but I 'have no 'money.

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UNIT 19: PROBING Structure 19.0 19.1 19.2 19.3 19.4 19.5 19.6 19.7 19.8 19.9

Objectives Warm up Reading: Probing Vocabulary Writing and Speaking Listening: Questioning Techniques and the Types of Questions Grammar: Question Tags Pronunciation: the Important Functions of Intonation Let Us Sum Up Answers

19.0 OBJECTIVES This Unit will familiarize you with the probing skills required to deal with customers. Here you will learn: • • • • • • • •

What probing is The importance of effective probing skills The importance of questioning in probing Paraphrasing and its importance in probing The funneling technique Questioning techniques Skillful use of questioning techniques The use of tag questions

19.1 WARM UP You must be surprised by the title of the unit. After all, you expect probing questions to be asked by policemen when they are trying to find out who committed the crime or by doctors to patients when they are trying to diagnose the disease. Why do you think you need to ask probing questions in the line of your work? Discuss with your partner.

19.2 READING: PROBING The literal meaning of the word probe, according to the World Book Dictionary, is “to search into, to examine thoroughly”. In the customer service industry this meaning can be expanded to say that probing is a skill that is used to uncover the customer’s needs, desires, problems, prejudices or concerns without sounding intrusive and interfering. Customers are generally wary of volunteering such information, and need to be gently probed into sharing it with executives, accompanied by assurances that our only interest is to use this information to serve them better. Effective probing can create a stimulating, thought-provoking discussion, as a result of which you can more easily understand what your customer’s needs, wishes, and intentions are, or what his/her problem or concern is. Sometimes

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when after an initial few questions you feel that the customer is hesitant, suspicious or unwilling to trust, probing helps you to understand if he has a prejudice due to a pre-conceived notion or opinion. In any of these circumstances, effective probing will help you to gain insight into the customer’s mind regarding the issue, hence afford you with better clarity to sort out the issue satisfactorily. It is a skill that is especially helpful to get information out of reluctant or passive customers. Probing Tools 1

Asking questions The most important probing tool for an industry that requires you to constantly interact with customers, is the ability to ask questions, and to frame these questions in a manner that can get you the information you require without offending your customer’s sense of privacy. It is probably the single most important skill that a salesperson can possess. Effective questioning leaves little room for doubt and guess-work and sends across the clear message to the customer that you are interested in determining his/her needs and are committed to fulfilling them. Rarely do you get information unless you ask for it. One thing often said about sales people is that they talk too much. Remember – if you are talking you are not listening! And if you do not listen you will never find out what the needs of your customer are. Using effective questioning techniques is one way of cutting down your own talking time and uncovering the information that you need, to sell your product or service. But do it skillfully so that you do not appear to impose on the customer/prospective customer by shooting a barrage of questions at him. Once you have established his/her need, you can use the same questioning skill to guide him/her towards acceptance of your solution. The funneling technique: This is a sort of structured questioning technique that keeps you on track as you guide your customers towards your service or product once you have uncovered their needs. It is a simple three step procedure where you start with neutral open questions to get nonspecific information. You then move on to open leading questions to get specific information, and you conclude with closed questions that can help you get a commitment. The funneling technique involves starting with general questions, and then making the questions increasingly more specific, to get the information you are looking for. The example and exercise in the speaking section will further help you to practice this questioning technique. The listening section deals in detail with the various types of questions and questioning technique that can help you master your questioning skills to make them more effective.

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2

Paraphrasing Another essential probing tool is paraphrasing. What is paraphrasing? It is restating that which has already been said using different words, to confirm, check, simplify or clarify it. Paraphrasing is the most effective way of ensuring that the information given has been correctly interpreted by the receiver. It can be done by simply replacing key words with their synonyms, making sure that meaning does not change, or by explaining the same thing using simpler words. It does not essentially need a change in the sentence structure, though it is essential that you clearly understand the meaning of the sentence. Paraphrasing is a means to confirm that understanding. It also serves the purpose of conveying to the speaker that s/he has your complete attention and interest. In sensitive situations, where your customer has some problem and is unhappy with your product or service, paraphrasing his/her concerns helps you to convey your empathy and understanding of his/her situation. This helps you gain his/her trust in your intentions and can thus turn what might have been a futile exchange into a fruitful one. For example if somebody told you “Ray is not happy with his cell phone”. You could paraphrase it by saying “Ray doesn’t like his cell phone” or “Ray has a problem with his cell phone”.

Check your progress 1 Answer the following questions based on your understanding of the reading text. 1

What does probing mean in the customer service industry? …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

2

What results from effective probing? …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

3

Which is the single most important skill that a sales person can possess? Why is this so important? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

4

What are the three steps used in the funneling technique. …………………………………………………………………………. ………………………………………………………………………….

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…………………………………………………………………………. 5

Define paraphrasing. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

6

List all the advantages of paraphrasing. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

19.3 VOCABULARY As you have learnt in the reading section, paraphrasing is a way of expressing the same idea using different words. Paraphrasing is done to simplify or clarify something and also to confirm to yourself and the speaker that you have understood what has been said. For example: a

“My car has a flat tire” can also be stated as “My car has a puncture”. Or, paraphrasing the other person “Your car has a puncture”.

b

“I have a heavy work load today” may be stated as “I have a lot of work.” Or, if you are paraphrasing what the other person has said “You have a lot of work to do today”.

c

“Today’s meeting was a sheer waste of time” or “Today’s meeting didn’t serve any purpose” have the same meaning.

Activity 1 Now restate the following sentences in your own words, taking care that paraphrasing does not change their meaning. You are paraphrasing what someone else has said.

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1

Please ensure that that you send this to me by the 15th.

2

I’m traveling for the rest of this week, so set up a meeting early next week.

3

Book me on a flight out of Delhi early Monday morning.

4

I can’t seem to find the bill, so please send me another copy of it.

5

I seem to have been over billed for May, and would like a correction to be made in my bill before I pay it.

6

I’d like a detailed report first thing tomorrow

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19.4 WRITING AND SPEAKING Funnel Questions The funneling technique involves starting with general questions, and then making the questions increasingly more specific, to get the information you are looking for. For example a call to a holiday tour service goes like this: Customer: I’m looking for an interesting 2-week holiday package. Executive: Right. When would you like to travel? Customer: In the summer. Executive: Are you looking for a package in India or would you like to travel abroad? Customer: In India. Executive: And would you have any preference for a particular state? Customer: Yes, I’d like to visit Sikkim or Arunachal Pradesh. Executive: Right. Would it be alright if I mailed you our brochures for these states along with our summer packages? You can take a look and I’ll call you to find out your preference…….. Activity 2 Make a conversation with questions using the funneling technique to get information you need in the following situations. Then practice the conversation with a partner. Record yourselves and listen to check your speaking. Reverse roles and redo, and critique yourself and your partner. 1

A customer has called to complain about an error in his bill. This is his third complaint and the same error has been showing up for the third time.

2

A customer has come to find out about a printer he wishes to buy.

3

A customer has called to place an order for some office stationery.

19.5 LISTENING: QUESTIONING TECHNIQUES AND THE TYPES OF QUESTIONS Now listen to a class room lecture on questioning techniques and the types of questions you need to be able to ask in order to have effective probing skills. Asking the right question is at the heart of effective communication and information exchange in general. But when probing for information, it is an indispensable tool. The art of effective questioning cannot only help you in

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gathering relevant information faster, it also helps you in understanding people better, hence in building stronger relationships, and aiding you in your ability to manage people better. However, to be able to master the technique of effective questioning, we need to look deeper into questioning techniques, and question types and when and how to use them. So let’s talk about some common questioning techniques, and also about when (and when not) to use them: 1

Closed-ended Questions A closed-ended question is one that usually receives a single word or a very short, factual answer. For example, the answer to "Are you sleepy?" is "Yes" or "No". Similarly, "Where do you live?" would generally draw out in response the name of your town or your address. Closed-ended questions are good for: •

•

•

Testing your understanding, or the other person's, as in "So, if I get this order, will I get any incentive?" This would typically elicit a simple affirmative or negative response. Concluding a discussion or making a decision: "Now we know the facts, are we all agreed this is the right course of action?" This would again receive a “Yes” or “No” response. Frame setting: "Are you happy with your new broadband connection?"

But be warned that a misplaced closed-ended question can also kill the conversation and lead to awkward silences, so such questions are best avoided when a conversation is flowing smoothly. 2

Open-ended questions Open-ended questions are meant to elicit longer answers. They usually begin with what, why, or how. An open-ended question asks the respondent for his or her knowledge, opinion or feelings. Of course, in place of a question format, "Tell me", “explain” and "describe" can also be used to get such responses. Here are some examples: • • • • •

What are you looking for in your new job? How was the training workshop? Why was he so angry? Tell me what your experience there was like. Explain the reasons for the delay in submitting your report.

Open-ended questions are good for: • •

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Developing the conversation: "What did you do at the weekend?" Finding out more detail: "What other topics did the workshop cover?”

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•

3

Finding out the other person's opinion or issues: "How do you think these changes will help the organization?"

Probing Questions When we aren’t quite satisfied with the quantum of information received as a response to open-ended questions, we follow them up with a probing question that attempts to go a little deeper into the issue. It may take the form of asking for an example, to help you understand better what has earlier been stated. At another time, you may just need additional information for clarification, "By when do you need this report?”, or to investigate whether there is proof for what has been said, "How do you know that the new software isn’t user friendly?" These are usually follow-up questions to the open-ended ones. Exactly, specifically/specific, just are some words that help in asking these probing questions. For example: • • • •

What is your specific problem with that program? Which specific package was that? What exactly do you mean by ‘simplify it’? Just why did you ask for all those details?

Probing questions afford you further clarity and also help you to get information out of people who are reluctant to part with it otherwise. 4

Parroting or echo questions Here you parrot or echo a part of what the other person has said with an inflection in your voice that turns it into a question. You use this form of questioning to gain more information or even to confirm that part of the information. For example: a

To confirm: Customer: Executive:

b

To gain more information: Customer: Executive:

5

Could you mail me a duplicate copy of my invoice for the month of May? ….for the month of May?

I have called to ask about the delivery of the order I placed. The order you placed…..?

Leading Questions Leading questions try to steer the person you are communicating with towards your way of thinking. But they carry the danger of being misused and may cause the other person to feel they are being manipulated. When used judiciously and with tact and understanding,

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they can aid you in helping the other person to come to a decision, especially when you are dealing with customers who are unsure of themselves, or unable to make up their minds. You can use them with questions like: 1 2 3 4 5 6

Plan B would suit you better, wouldn’t it? You wouldn’t want to come in on Sunday, would you? This 5-day package to France suits you the best, doesn’t it? A billing cycle starting the middle of the month would be more convenient for you, right? Which plan would you like to go ahead with, A or B? Would you like me to approve Option 3 for you?

Note that leading questions tend to be closed-ended. They generally help you in closing a sale and are good for getting the answer you wanted, and at the same time leave the other person feeling they made the choice – a win-win situation at both ends. The advantages of using the right question type in the right place You’ve probably used all of these question types over and over in your everyday life, at work and at home. But by consciously choosing the appropriate kind of questioning for each situation, you can make it more effective and maximize the gain in terms of information gained, and achieving the desired outcome. For gaining information: Use open and closed-ended, and probing questions For relationship building: Use open-ended general questions, about interests and opinions To avoid misunderstandings: Avoid jumping to conclusions and use probing questions to seek clarification, particularly when the consequences are significant. To diffuse a heated situation: Calm an angry customer or colleague by using funnel questions to get them to go into more detail about their grievance. This will not only distract them from their emotions, but show them you are concerned, and possibly help you to identify what you can do to sooth frayed nerves. To persuade: No one likes being lectured to. Instead, ask open-ended questions to gently nudge people into looking at the reasons behind your point of view. "What do you think about bringing the sales force in for half a day to have their laptops upgraded?" For managing and mentoring: Use leading questions to get people to reflect and to commit to courses of action that you've suggested: "Wouldn't it be a good idea to have a training program to help us switch to the new software?" Check your progress 2 90

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Identify the questioning techniques used in the following. Use the short forms given.

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Closed‐ended – CE  Open‐ended – OE  Probing – PQ  Leading – LQ  Parroting or echo – EQ 

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

The problem has been sorted out, hasn’t it? The invoice for February? Did you check with the Communications Department? What would you suggest is the best solution? The late payment charges? Which point of the instructions exactly do you find confusing to understand? You’d like to go ahead with our installment plan, right? Tell me a little more about the product. Are you happy with your new work arrangements? What did you learn from today’s brainstorming session? Which point did you disagree with? How do you think the new system is going to increase accountability? Shall I go ahead and approve Option 2 for you? Did you sign up for the community service program? How many bundles exactly are missing from the box?

19.6 GRAMMAR: QUESTION TAGS Take a look at the part of the listening tape scripts titled Leading questions. Read the first four examples of questions carefully. Here they are: 1 2 3 4

Plan B seems to be more suitable, doesn’t it? You wouldn’t want to come in on Sunday, would you? So this 5-day package to France suits you the best, doesn’t it? A billing cycle starting the middle of the month would be more convenient for you, right?

They do not have the regular question structure, but are in fact statements accompanied by a small question at the end, that comes after a comma. These little questions that come attached to a statement to turn the entire statement into a question are called question tags. Question tags are generally used only for confirmation, and are hence the most appropriate questioning form for Leading Questions. A positive statement carries a negative tag, whereas a negative statement carries a positive tag, as in examples 1 and 2. Example 4 here is different. Here the tag “right” does not confirm to the regular tag types and is used by itself. 92

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Activity 3

Probing

Turn the following statements into questions by attaching question tags to them. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

He really has the knack of getting information out of others. Item 16 on the bill has not been delivered. He wasn’t informed in advance about this meeting. There’s a huge sales promotion planned for this month. Harry is going on holiday for a month. Our team has delivered well this month. You received the invoice last week. You aren’t going to let this opportunity go. There is no more confusion about proposal. It has all the features you were looking for. Mathew will expect the full report on his desk in the morning. At this rate I won’t be able to meet my target for the month. I can take tomorrow off. You just cannot handle demanding customers. He lost his temper again.

Garbage in, garbage out, is a popular truth, often said in relation to computer systems: If you put the wrong information in, you'll get the wrong information out. The same principle applies to communications in general: If you ask the wrong questions, you'll probably get the wrong answer, or at least not quite what you're hoping for.

19.7 PRONUNCIATION: THE IMPORTANT FUNCTIONS OF INTONATION Intonation patterns in English, that is, the tones we use in English speech, have a very important function. Sometimes we use in the same order, both as a statement and as a question. For example, the words looking for something can mean a statement like ‘I’m looking for something’. That is, these words can be the answer to the question ‘What are you doing?’ At other times, the same words can be used to mean a question like ‘Are you looking for something?’ In writing, the difference between a statement and a question is signaled by the punctuation marks we use as the following examples suggest: a b

Looking for something. (Statement) Looking for something? (Question)

But we can’t use marks of punctuation in speech, can we? So when we mean the words ‘Looking for something’ as a statement, we use a falling tone; and when we use the same words to mean a question, we use a rising tone. These two and a few similar examples are given below. To indicate the question clearly, we generally use a ‘high rising’ tone, (marked ´) that is; the pitch rises from a middle to a high level. 1a 1b 2a

`Looking for ╷something. (Falling tone; statement)

´Looking for 'something? (Rising tone; question)

'Going to Mum`bai. (Statement)

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2b 3a 3b 4a 4b 5a 5b 6a 6b 7a 7b

Going to Mum´bai? (Question) `Coffee. (Statement) ´Coffee? (Question) `Snake. (Statement)

´Snake? (Question; something like was it a snake?)

'John is a good `actor. (Statement) 'John is a good ´actor? (Question, ‘did you say so?’) You’re a'ttending the `Conference. (Statement) You’re a'ttending the ´Conference? (Question; ‘Are you, really?) `Shantaram. (Statement) ´Shantaram? (Question; something like ‘Did you suggest Shantaram?’)

Intonation in English has one more important function. The same utterance can be made to sound friendly, angry, uninterested, bored, etc. by the use of different tones.

19.8 LET US SUM UP In this unit we have learnt what probing is and the significant role it plays in the BPO industry. The unit emphasizes the importance of questioning and paraphrasing in information gathering. You have also been familiarized with various questioning techniques and how effectively they can be used to gain information. You have got practice in using the funneling technique to get to the relevant information and also in the use of tag questions and paraphrasing.

19.9 ANSWERS Check your progress 1

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1

In the customer service industry probing is considered to be a skill that is used to uncover the customer’s needs, desires, problems, prejudices or concerns without sounding intrusive and interfering.

2

Effective probing can create a stimulating, thought-provoking discussion, as a result of which you can more easily understand what your customer’s needs, wishes, and intentions are, or what his problem or concern is. Effective probing will help you to gain insight into the customer’s mind regarding the issue, hence afford you with better clarity to sort out the issue satisfactorily.

3

Effective questioning is the single most important skill that a salesperson can possess. Effective questioning leaves little room for doubt and guess-work and sends across the clear message to the customer that you are interested in determining his needs and are committed to fulfilling them.

4

The first step is to start with neutral open questions to get non-specific information. The next step is to ask open leading questions to get specific information, and you conclude with closed questions that can help you get a commitment.

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5

It is restating that which has already been said using different words, to confirm, check, simplify or clarify it. It can be done by simply replacing key words with their synonyms, making sure that meaning does not change, or by explaining the same thing using simpler words.

6

The advantages of paraphrasing: i Paraphrasing is a means to confirm understanding. ii It also conveys to the speaker that he has your complete attention and interest. iii Paraphrasing the concerns of your customer helps you to convey your empathy in sensitive situations. This in turn helps you gain trust.

Probing

Activity 1 Possible answers are given in bold. Your own may be worded differently but ensure that the meaning does not alter in any way. 1

Please ensure that that you send this to me by the 15th. You’d like this to be delivered to you by the 15th.

2

I’m traveling for the rest of this week, so set up the meeting early next week. You’re out of town for the rest of this week so you’d like the meeting to be arranged early next week.

3

Arrange my flight to Delhi early Monday morning. You’d like me to book an early morning flight to Delhi for you for Monday.

4

I can’t seem to find the bill, so please send me another copy of it. You’d like me to send you a duplicate copy of your bill.

5

I have been over billed for May, and would like a correction to be made before I pay it. You’d like your May bill to be checked and corrected for over billing before you pay it.

6

I’d like a detailed report first thing tomorrow. I’ll bring in the report as soon as I come in tomorrow morning.

Activity 2 This is a sample conversation for situation 2. Yours could be different, but make sure it starts with the general, and gradually works towards getting specific information. 2

A customer has come to find out about a printer he wishes to buy.

Customer:

I’d like to buy a printer.

Salesman:

Are you looking for a color printer or a black and white one?

Customer:

A black and white one.

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Salesman:

And do you have a specific company printer in mind?

Customer:

Not really. Any standard, good laser printer will do.

Salesman:

And do you have a price range in mind? We have printers ranging from Rs.5000 to Rs.15000.

Customer:

Please show me one between Rs.5000 and Rs.7000.

Salesman:

Right. Would you step this side, please? These here are four laser printers in the price range you requested. This one…………..

Check your progress 2 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

The problem has been sorted out, hasn’t it? LQ The invoice for February? EQ Did you check with the Communications Department? CE What would you suggest is the best solution? OE The late payment charges? EQ Which point of the instructions exactly do you find confusing to understand? PQ You’d like to go ahead with our installment plan, right? LQ Tell me a little more about the product. OE Are you happy with your new work arrangements? CE What did you learn from today’s brainstorming session? OE Which point did you disagree with? PQ How do you think the new system is going to increase accountability? OE Shall I go ahead and approve Option 2 for you? LQ Did you sign up for the community service program? CE How many bundles exactly are missing from the box? PQ

Activity 3 Question tags: 1 2 3 4 5 6 7 8 9 10 11

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12 13 14 15

He really has the knack of getting information out of others, hasn’t he? Item 16 on the bill has not been delivered, has it? He wasn’t informed in advance about this meeting, was he? There’s a huge sales promotion planned for this month, isn’t there? Harry is going on holiday for a month, isn’t he? Our team has delivered well this month, hasn’t it? You received the invoice last week, didn’t you? You aren’t going to let this opportunity go, are you? There is no more confusion about proposal, is there? It has all the features you were looking for, doesn’t it? Mathew will expect the full report on his desk in the morning, won’t he? At this rate I won’t be able to meet my target for the month, will I? I can take tomorrow off, can’t I? You just cannot handle demanding customers, can you? He lost his temper again, didn’t he?

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Presentation Skills

5 MODULE A course book for students doing Diploma in

Business Process Outsourcing

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UNIT 20: PRESENTATION SKILLS-I: ESSENTIALS OF PRESENTATION SKILLS Structure 20.0 20.1 20.2 20.3 20.4 20.5 20.6 20.7 20.8 20.9 20.10

Objectives Warm up Reading Listening Vocabulary Speaking Writing Grammar: Order of Sentences Pronunciation: The Falling Tone Let Us Sum Up Answers

20.0 OBJECTIVES In this Unit you will learn about the objectives of presentations. You will also learn: • • • • • • • •

what is a presentation why and where do we make presentations the essentials of presentations how to prepare for presentations some difficulties faced by presenters important do’s of presentations structuring sentences to practice presentations

20.1 WARM UP Activity 1 1

Take a look at these pictures. Make 3 possible statements on presentations based on what you see in these pictures. i

………….……………………………… ………………..………………………… ………….………………………………

ii

………….……………………………… ………………..………………………… 5

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iii ………….……………………………… ………………..………………………… ………….………………………………

2

Think about how you can avoid the situation depicted in the third picture.

3

What makes one a good presenter?

4

Think of a presenter whose speech or lecture i ii

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you really enjoyed, you found really boring and difficult to put up with.

Now make a list of the points you would keep in mind during a presentation. Put it aside for now. You can check them out and add new points to this list in the course of the next two Units. ……………….………………………………………………………… ………..………………………………………………………………… ………..……...………………………………………………………… …………..……………………………………………………………… …………..……………………………………………………………… …………..………………………………………………………………

20.2 READING: UNDERSTANDING WHAT A PRESENTATION IS Activity 2 Take a look at several proposed definitions of Presentations. Which one do you think is the most appropriate? Or do you agree with all of them?

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i

The object of a presentation is to transmit information and opinions to an audience in your own words, within a limited amount of time.

ii

Presentation is the process of presenting the content of a topic to an audience

iii

The process by which a sales person explains the product or service to the prospect (to a single contact or a group), ideally including the product's features, advantages and benefits is a presentation.

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iv

A Presentation is a fast and potentially effective method of getting things done through other people.

v

In managing any project, presentations are used as a formal method for bringing people together to plan, monitor and review its progress.

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A presentation may be a pitch or a description of a proposed advertising campaign

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It puts you on display. Your staff needs to see evidence of decisive planning and leadership so that they are confident in your position as their manager. They need to be motivated and inspired to undertake the tasks which you are presenting.

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Check your progress 1 Here is some more information on presentations. Before you read the given text, attempt the questions below. Then read the text and check your answers. 1

Can you complete this sentence? The purpose of most presentations is either to ………………….. or to …………………...

2

Name at least three qualities of a good presenter. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

3

Can you make a list of different situations in which people are required to make presentations in the workplaces? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

4

Do you think presentations are part of the recruitment process? What purpose could they serve for the selection panel? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

Understanding what a presentation is Presentations are a way of communicating ideas and information to a group. The objective of communication is to make your message understood and remembered. In order to achieve this, the presenter must be clear, coherent, articulate and convincing. A presentation puts you on display before your audience. Therefore in order to be effective and impressive in your

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presentation, you need to prepare before you actually deliver. Even experts in communication need to plan and prepare their presentations in advance. Most presentations either inform the audience about something or try to persuade the audience about a product, service, an idea or a concept. Hence we often hear of sales presentations for existing or prospective clients, as well as presentations on projects, reports, proposals and updates on various business activities for business associates, seniors, colleagues and subordinates. However, these days presentations have also become an important part of the recruitment process in business organizations. Perhaps this is because the job market has become so competitive that job interviews are not enough for companies to gauge the skills of their applicants. Therefore, in many organizations, the short listed applicants are asked to make presentations before the selection panel. Through presentations the interviewers get an opportunity to look at the ability of the applicants to identify and organize appropriate material on a specific topic as well as to support and illustrate ideas. On the other hand, the candidates have a chance to show their public speaking skills, their ability to communicate to an audience, to persuade and convince and to display their confidence and leadership abilities. No wonder presentations are considered as one of the first managerial skills.

20.3 LISTENING Check your progress 2 Listen to an expert telling you something about presentations and answer the questions given below. You can listen to the audio 2 to 3 times if needed. 1

What problem do many presenters face? What solution does the speaker offer? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

2

How does PowerPoint help you in dealing with the content of your presentation? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

3

In what way do visuals help the presenter? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

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4

What should we guard against while using PowerPoint?

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…………………………………………………………………………. …………………………………………………………………………. 5

What was the main theme of his talk? ………………………………………………………………………….

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…………………………………………………………………………. 6

Can you complete the following sentences based on what you hear in the audio? i

The speaker highlights the importance of………………………

ii

The speaker cautions us against………………………………...

iii

The speaker advises us to……………………………………….

iv

The speaker guides us on……………………………………….

v

The speaker suggests……………………………………………

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The speaker emphasises ………………………………………..

20.4 VOCABULARY Activity 3 1

Here are some tips on what makes a good presentation. Can you think of a key word / phrase that best describes each tip? i ii iii iv v

2

Take interest in what you are talking about and enjoy the experience. Be energetic during your presentation. Plan beforehand on how you will begin the presentation, approach the important points and how you will end. Speak for your audience and not yourself. Take every opportunity to show how much common ground you share with them. Address their goals, needs and concerns. Do not use commonplace or widely known information. Have something new and relevant to say. Don’t put boring tables or figures and long lines of text on the slides. Experiment with visuals that catch the attention of your audience.

Here are some more clues on essentials of presentations. Complete them by inserting the appropriate words: i

A good presenter must have a sense of ……………………or the ability to make people laugh.

ii

Check everything you need before you are due to speak – the room, seating, visibility, acoustics and equipment. Leave nothing to …………………….

iii

………… the first minute of your presentation to the last detail. 9

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Try to ………………………. your opening words. This will help you to sound confident and in …………………….

v

Stay connected with the audience. …………………… to their reactions if you can.

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Keep your sentences short and simple. Be ….………………….

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Never talk ….…………………… to your audience. Treat them as equals.

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Let your visuals ………………………... for themselves. Make comments on them or analyze them. Never read them.

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Learn from other speakers but don’t try to copy them. Develop your own ……………………

x

Treat questions as an opportunity to get your ………………… across better.

20.5 SPEAKING Activity 4 1

To fail to prepare is as good as to prepare to fail. To what extent do you agree with this statement? Discuss with your study partner. Match what you discuss with the points given in the Answers. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

2

………………………………………………………………………….. In a presentation you must focus on the audience. Take a look at this list of points you would keep in mind about the audience when you prepare for your presentation. i ii iii iv v

Audience Size Knowledge Expectations Question /Answers or Discussion

Now elaborate these points to your study partner. After you have done so, read the sample answer, as it provides you with valuable information about the importance of the audience and factors you must keep in mind with regards to them. ………………………………………………………………………….. ………………………………………………………………………….. 10

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………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. 3

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Take a look at this picture. Can you think of situations in which a presenter might experience this? Share your ideas with a study partner or a friend.

………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… After you’ve done so, look at the ‘Answers’ for two possible interpretations of this picture. How similar is it to yours?

20. 6 WRITING Activity 5 1

Look at the visual below and write a paragraph based on it.

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Check in the ‘Answers’ to see what the writer has to say about the visual. Remember there is no single correct answer to this question. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. 2

Can you complete these sentences with appropriate information on presentations? Check your answers with the Answers section. i

Gather more information on the topic than you need for the actual talk. This will help …………………………………… ………………………………………….

ii

You can overcome nervousness by ………………………… ……….......................…………………………………………... ……….......................…………………………………………... ……….......................…………………………………………...

20.7 GRAMMAR: ORDER OF SENTENCES Activity 6

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Imagine that you are talking to a study partner about the do’s and don’ts of presentations. Change the order and form of the words, if required. You may also need to add some extra words. One is done for you as an example.

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1

important know size audience Example:

2 3 4 5 6 7 8 9 10 11 12 13 14 15

It is important to know the size of the audience.

consider how much audience know your topic not tell what they know fulfil audience expectations key ideas emphasize supplementary ideas subordinate not overload your presentation content slow start memorize introduction not memorize full presentation sound natural use intonation stress everything not said with equal stress long pause after say something important be enthusiastic always

20.8 PRONUNCIATION: THE FALLING TONE

Essentials of Presentation Skills

20.8.1 Tones Before we speak about tones, we must say what we mean by pitch. The larynx and the vocal cords are the speech organs which are required in changing the pitch and tone of our voice. The vocal cords can be brought close together or held wide apart. If we bring them very close to each other and keep them loosely together, the air that comes from the lungs and passes through the narrow glottis makes the vocal cords close and open at a very fast rate. This opening and closing of the vocal cords is called the vibration of the vocal cords. The rate at which the vocal cords vibrate determines the pitch of our voice. If the vocal cords vibrate rapidly, our pitch is high. If they vibrate slowly, our pitch is low. By ‘pitch’ we mean the degree of ‘highness’ or ‘lowness’ of a musical note or of our speaking voice. When we speak, we don’t always speak on the same pitch, high or low. The changes in the pitch of our voice when we speak constitute the intonation of a language. In other words. ‘intonation’ refers to the pattern of rise and fall in the level (that is, the ‘pitch’) of the voice. If our pitch starts at a high level and comes down to a lower level, we are said to use a falling tone. If, on the other hand, our pitch starts at a lower level and goes on to a higher level, we are said to use a rising tone. The falling tone and the rising tone are two tones that are basic in spoken English. In the rest of this unit we shall discuss falling tone. 20.8.2 The Falling Tone When we use the falling tone, our pitch starts at a higher level and comes down to a lower level. In English we begin the tone on the nucleus; that is how the nucleus gains the most prominence in the tone group. We normally use the falling tone in a)

statements; 13

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b)

questions beginning with interrogative words like what, who, whom, where, when, which, how, etc., if these are asked by the speaker in a neutral way, without showing any feeling or concern;

c)

exclamatory sentences; and

d)

orders or commands.

We shall give a few examples of each of these four types of sentences. In all the examples, stressed syllables are marked with the bar [ ' ] if they occur before the nucleus, the nucleus with the falling tone is marked with [`], and stressed syllables, if any, that occur after the nucleus are marked with the bar [╷] below. All stress and tone marks are placed before the syllables to which they relate.

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a

Statements

1

My 'name is `Ramu.

2

I’m a 'teacher of Mathe`matics.

3

My 'sister has a de'gree in `science.

4

I 'want to 'buy a 'kilo of to`matoes.

5

The 'train’s running `late to╷day.

6

I can 'speak `Arabic.

7

'Honesty is the 'best `policy.

8

My 'daughter 'goes to a 'good `school.

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'Five times 'five is `twenty ╷five.

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My 'sister 'bought a `television ╷set.

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'Raju is 'fond of `music.

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My 'father has been ad'mitted to `hospital.

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'Swimming is an 'excellent `exercise.

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The 'regional 'language of Kar'nataka is `Kannada.

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My 'uncle’s a pro'fessor of `Chemistry.

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I’ve 'never 'seen the 'Taj Ma`hal.

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'Delhi is the 'capital of `India.

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I 'eat some 'cucumber with 'every `meal.

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There are 'over 'twenty 'thousand 'books in our `library.

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'India is the 'largest de'mocracy in the `world.

b

wh-Questions

1

'What is your `name?

2

'Where do you `live?

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3

'When is your `birthday?

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'Who is the 'author of this `book?

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'How is your `mother?

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'Which one is `yours?

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'Why are you 'late every `day?

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'Who do you `live with?

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'What have you 'got in your `pocket?

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'Where does your 'father `work?

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'What do you 'do for a `living?

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'When is the 'next bus to `Lucknow?

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'Where did you 'keep the `book?

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'Why is Mary `absent?

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'Where did you 'spend the `summer?

c

Exclamations

1

'What a 'beautiful `building!

2

'How extra `ordinary!

3

'How `stupid of me!

4

'What a 'glorious `sunrise!

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'How pa`thetic!

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'How de`lightful!

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'What a 'tall `tree!

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'What a de`licious cake!

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'What a re'markable a`chievement!

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'What a 'gorgeous 'piece of `jewellery!

d

Orders/Commands

1

'Shut the `door.

2

'Go a `way.

3

'Go and 'post this `letter.

4

'Send them a `way

5

'Put these 'dirty 'slippers in the `bathroom.

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'Open the `window.

7

'Do this at `once.

8

Shut `up.

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'Use a `fountain ╷pen.

20.9 LET US SUM UP In this Unit you have learnt about the importance of presentations. They are commonly used in workplaces for the purpose of communication in a variety of situations that range from reporting on your department or the progress of your work to selling products and services. Besides, they have recently become part of the recruitment process. The objective of most presentations is either to inform or persuade the listeners about something. The essentials of presentations include clarity, coherence and a structured outline. Preparation for presentations is as important as the actual delivery. Well prepared presentations help you to be more confident and to overcome fear and anxiety. Practice of presentations ensures that you get familiar with the content, and you time yourself. Practice also enhances the confidence of the speaker. Use of PowerPoint can help you to feel more comfortable with your presentation and to make it more engaging. The graphics can help you to present complex data in a simple and comprehensive manner.

20.10 ANSWERS Activity 1 1

Here are 3 possible statements. It is possible that your statements are very different from these. i ii iii

The gentleman is making use of graphics to present data. The lady seems to be reading from a piece of paper during her presentation. This is a bored member of the audience.

All of these 3 statements tell you something very important about presentations.

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-

The first one suggests that the use of graphics can help you to present difficult data in a simpler and more interesting way, so that the audience can follow it better.

-

The second warns you against reading from paper. You may use your notes to guide you along, but never read them out to the audience.

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-

The third statement cautions you against an undesirable situation, which you too may have experienced as member of the audience. You can avoid this by being a good presenter.

Activity 2 All the given definitions of presentations are appropriate but not necessarily adequate. This is so because people give presentations in a variety of situations for different purposes which could include sales presentations, making proposals, presenting the progress of a project, reporting orally on issues, displaying their knowledge and understanding of a subject (particularly in schools/colleges), creating awareness/understanding about something etc. Check your progress 1 1

The purpose of most presentations is either to inform or to persuade.

2

Three qualities of a good presenter are that s/he must be clear, coherent and articulate. (There can be several other like confident, well structured, etc.)

3

A list of different situations in which people are required to make presentations in workplaces: Œ Œ Œ Œ Œ Œ

while selling goods and services to present or prospective clients projects reports proposals updates on various business activities as part of recruitment

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Yes they are. Short listed candidates who reach the final stage of recruitment are sometimes asked to make presentations on self chosen topics or topics given by the panel/selectors.

20.3

Listening (Tape script)

The thought of public speaking fills many people with fear and anxiety. One way to overcome this is by making sure that you are familiar with your subject and content. In the case of presentations, PowerPoint plays an important role in guiding you through the content of your presentation with the help of headlines and graphics. When you move to a new slide, the headline prompts you about what to say next. This also helps the audience to understand what you want to convey. PowerPoint also offers you the advantage of illustrating your headlines with the help of graphics like bar diagrams, pie charts, graphs, tables, pictograms etc. While these visuals help you to cope with more complex information of data, statistics and trends, they also enable the audience to comprehend intricate information on performance, comparisons, predictions more easily. In other words, they help you to gain the focused attention of your audience and alleviate your fear and anxiety.

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However, a few precautions are necessary. Never fill up your slides with too many graphic elements and animation effects. These can become a source of distraction. It is best to choose simple designs. The key thing here is preparation. Plan the outline of your presentation carefully so that it is well structured. Make sure that all your headings and subheadings are up on the slides and adequately and appropriately illustrated. Go through your slides several times so that you are absolutely familiar with them. You will generate a deep confidence that dispels anxiety and fear and helps you to enjoy your own presentation. Check your progress 2 1

Most speakers are afraid to speak before an audience and suffer from anxiety. The speaker suggests the use of PowerPoint slides. These can make you feel more comfortable by giving you the much needed support in your presentation.

2

You can put down the headlines and subheadings on the slides and use them to guide you through. This way you will not leave out any important point on account of nervousness or oversight.

3

They help in transferring complex information like data, dates etc to graphics which are more interesting, compact and easier to understand. They also help you to deal more effectively with areas like comparisons, future prospects, trends etc.

4

We should guard against overloading our slides with visuals.

5

How to overcome fear and build up confidence in presentations by making effective use of PowerPoint.

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Complete sentences: i ii iii iv v vi

The speaker highlights the importance of PowerPoint slides. The speaker cautions us against overloading the slides with too much information. The speaker advises us to prepare well. The speaker guides us on how to use PowerPoint to our best advantage. The speaker suggests careful use of graphics and animation. The speaker emphasises the need to practice by going through the slides several times.

Activity 3 1

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Key words/phrases: i ii iii iv v

Enthusiasm Clear structure Audience rapport New and unusual content Imaginative use of visuals

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2

i ii iii iv v vi vii viii ix x

humour chance Plan memorize, control Respond concise down speak style message

Activity 4 1

2

i

Careful preparation is the key to a successful presentation. Even the best speakers need to plan and prepare their presentations.

ii

The preparation helps you to structure and outline your presentation, to identify and sequence your key points and to decide how you would illustrate your content with the help of visuals and examples.

iii

Practice, which is a part of the preparation, enables you to get familiar with your context and to be able to deliver with confidence and impact.

Sample Answer It is important to consider the size of the audience. A presentation for 5 people will be different from a presentation for 50. Most importantly, your talk must be planned based on an understanding of how much your listeners already know about your topic. If you tell them what they already know they will not be interested in listening to you. On the other hand, if they are totally ignorant about the topic and you fail to provide them with basic information, they will not be able to understand what you are saying, and consequently lose interest. In a presentation, what the audience expects from you is equally important to what you want to say. Hence think about the expectations of your audience and plan accordingly. The issue of Question Answers or discussion is a tricky but crucial one. Remember that the question answer option puts the onus on you, the presenter. You need to have enough knowledge and understanding of your subject to be able to answer any question that you are asked. If you are an expert on the subject or have a deep understanding of the subject, question answers are safe. However, if this is not the case, it is advisable to invite the audience for a discussion. This way, knowledgeable members of the audience often contribute valuable inputs, saving you from the situation of having to address all the issues raised. 19

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3

Sample answer: i ii

These are members of the audience who are interested in listening to the speaker. They are being disturbed by some members around them who are talking. The speaker is not able to keep the listeners quiet. Maybe s/he is not a good presenter.

Activity 5 1

This is a picture that shows a gentleman practising his presentation before a mirror. There are many advantages of practising a presentation before you actually deliver it. Some of these are: -

it makes you familiar with the content of your presentation. you also get comfortable with any complex information like names, figures, etc which you might fumble with if you do not practice. you can time yourself and ensure that you are not overshooting the time limit. increases your confidence and comfort level.

2

Completed sentences:

i

Gather more information on the topic than you need for the actual talk. This will help you to be able to handle your question answer session more comfortably and to your satisfaction.

ii

You can overcome nervousness by practicing your presentation well. This makes you familiar with your topic and the sequence of points. Secondly, it is helpful to memorize your introduction. You experience the maximum nervousness at the start of your presentation and a memorized introduction helps you to begin well, thus helping to overcome the initial nervousness by building up your confidence.

Activity 6 2 3 4 5 6 7 8 9 10 11 12 13 14 20

One needs to consider how much the audience knows about the topic of your presentation. You must not tell them what they already know. The presenter must be able to fulfil audience expectations. The key ideas in your presentation need to be duly emphasized. Similarly, supplementary ideas must be subordinated to the main points. Do not overload your presentation with content. It is advisable to start your presentation slowly. It helps to memorize your introduction. But you must not memorize your entire presentation. As far as possible, sound natural. It is important to use the correct intonation and stress. Everything you say must not be spoken with equal stress. It is a good idea to take a long pause after you say something important.

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UNIT 21: PRESENTATION SKILLS-II: OUTLINES AND STRUCTURES Structure 21.0 21.1 21.2 21.3 21.4 21.5 21.6 21.7 21.8 21.9 21.10

Objectives Warm Up Reading Study skills and Language Focus Listening: An Interview Vocabulary: Word Partnership, Linking Devices Speaking: Making a Presentation Grammar: Active Voice Pronunciation: Stressing the Right Word Let Us Sum Up Answers

21.0 OBJECTIVES In the previous Unit you learnt about the essentials of Presentations. The focus of this unit is on structures and outlines. Besides introducing you to commonly used structures for the contents of your presentations, it also instructs you on grammatical structures used in presentations. You now move forward to consolidate your understanding of presentation skills by learning about: • • • • • • • • •

First impressions Body language The importance of structuring your presentations Commonly used structures of presentations Making outlines Language of presentations Signaling devices Presentation verbs Practicing presentations

21.1 WARM UP ‘A good presentation will be remembered much more than a good report because it has a person attached to it.’ This statement highlights the human element in a presentation. Can you think of three human qualities that bring life and interest to a 22

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presentation? You may want to add to this list after you read the text in the Reading section.

Outlines and Structures

"Begin at the beginning" the King said, gravely, "and go on till you come to the end; then stop." Alice's Adventures in Wonderland - Lewis Carroll What can you conclude about the structure of a presentation from the above quote?

21.2 READING Read the following text on presentations and answer the questions given below: The first few minutes of the presentation are very precious and crucial. If you fail to arrest the attention of your audience in the beginning, you may lose it forever. You make your first impression even before you’ve opened your mouth to speak. It’s got to do with the way you look and carry yourself. Your dress needs to be neat, smart and appropriate to the occasion. It is mostly formal for presentations. The next thing to pay attention to would be your gait and posture. Your body communicates different impressions to the audience. People not only listen to you, they also watch you. Slouching tells them you are indifferent or you do not care...even though you might care a great deal! On the other hand, displaying good posture tells your audience that you know what you are doing and you care deeply about it. Also, a good posture helps you to speak more clearly and effectively. While you need to be upright and look confident, you may need to guard against looking too stiff and uncomfortable. The key is to look relaxed and comfortable and at ease with your surroundings. Reaching the venue of your presentation well in time could be immensely helpful in getting you comfortable with the place. Eye contact is another crucial factor. It signals interest in others and helps you to connect with the audience. The audience responds to you better when you look them in the eyes. Do not keep your eyes away from the audience for too long, even when you are attending to equipment or looking at your slides. The expressions you wear on your face transmit a great deal. A smile is contagious. When you smile at somebody, chances are that he / she will smile back at you. A smile spreads happiness around you as it makes others smile in response. It also transmits happiness, friendliness, warmth, and liking.

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The voice is probably the most valuable tool you possess. It is the vehicle that carries most of the content that you wish to pass on to the audience. Hence the presenter needs to use her/his voice to maximum advantage. You must work on the speed at which you speak as well as the volume. The pitch and tone are other areas that need your attention. It is a good idea to practice before a colleague or friend and get feedback on whether you are too fast, too high, too soft, etc. Do not speak in a monotone as it bores the listener. Modulate your voice. Good speakers lower their voice to draw the audience in, and raise it to make a point. Warmth of tone and the right emotions to accompany your words can help you to connect with the audience instantly. Lastly, don’t forget that the audience will forgive a lot if the speaker is enthusiastic. If you are interested and enthused, you will pass this on to your listeners. But don’t confuse enthusiasm with loudness. So now you know that presentations are not just about well researched and painstakingly gathered material, well organized and structured. They are a lot about how you combine the human element with the content to reach out and connect. Check your progress 1 1

Pick the sentence that best describes the theme of the passage i ii iii

2

State whether the following statements are True or False. Mark doesn’t say for statements that the passage doesn’t deal with. i ii iii iv v vi vii viii

3

The speaker must reach the venue on time. You should be formally dressed for a presentation. People spend more time watching you than listening to you. You can feel relaxed by talking occasionally to the audience. Use your smile sparingly during a presentation. Your voice is the means of transport for your words. Your friends can help you out by letting you know whether you are making the desired impact. The content of the presentation is more important than the human element.

Match these meanings with words from the text. i ii iii iv v vi vii viii

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Qualities of a good presentation Qualities of a good presenter The role of the audience

dear capture people’s opinion of you bending location someone who works with you optimum with a great deal of effort

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21.3 STUDY SKILLS AND LANGUAGE FOCUS

Outlines and Structures

Structure of a Presentation Before giving a presentation on a subject we plan in advance what we intend to say. Take a close look at the flowchart below. It will help you organize your thoughts. I

BEGINNING 1 2 3 4

II

MIDDLE 1 2 3 4

III

Introduce yourself State your purpose Relate subject to the audience Give a brief outline

Do not present more than four main points/ideas Support main ideas by facts Use signposting Use visuals

ENDING 1 2 3 4 5

Reiterate/reinforce what you have said/summarize main points Do not present new ideas Make a conclusion or recommendation, if necessary Relate conclusion to the audience Invite questions

To make your presentation enjoyable try to capture the interest of your audience right from the beginning by asking rhetorical questions, telling an interesting story, quotation or joke, relating what you are saying to the audience, using illustrations, eye-contact and body language. Never read your notes! Use PowerPoint slides or cards with keywords instead. Check your progress 2 1

Decide which of the phrases below you would use at the different stages of your presentation? Mark your replies with the numbers from the flowchart (for example, I/2, III/1, etc) III/ In conclusion………… 3 III/ To sum up………. 1 Let’s turn to………. That brings me to……… Let’s leave that and……. Let’s start with……….. So that covers …….

Secondly… And finally…. I will begin with… After that we’ll look at… What was the reason for this? Did you know that…? Let’s move on to….

25

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Presentation Skills

If you have any questions, feel free to ask… I’ve divided my talk into three main parts… I’d like to talk about… I’m delighted to be here today… I’d like to welcome you all here today The purpose of my talk is… Firstly…. 2

Let’s just re-cap… To summarize the main points… I’d like to conclude by ... Thanks for giving me the chance to Thank you all for listening…. Would you mind repeating your ... I’m afraid I can’t answer this…

Prepare a 5 minutes presentation on how to prepare for a job interview, keeping in mind the structure suggested above. You may use the following points or include points of your own: • • • • • •

The importance of proper and adequate preparation for a job interview Knowledge of the company An understanding of the job requirements and responsibilities spelt out in the advertisement Preparing for possible questions you may be asked Deciding about what you would like to ask Your dress code on the day of the interview

Now make the presentation before a study partner and ask him/her to give you feedback on these specific areas: Œ Œ Œ Œ Œ

Content of your presentation Structure and coherence Language and vocabulary Body language Overall impact

Here are some commonly used structures of Presentations: i

Chronological :

Past

ii

Pro Con : Concept – Benefits – Drawbacks

iii

Geographical – 1-2-3; For example, Finance, marketing and production aspects of a product.

26

iv

Problem – causes – solution

Present

Future

386

3

Match the following outlines with the structures given in the earlier page.

Outlines and Structures

Check your answers with the ‘Answers’ section. A

Good Morning Ladies and Gentlemen. Today I’m going to talk you through the new Retirement Scheme being introduced by our company. I will first highlight the benefits of the scheme. And then I will go on to share with you some of the possible drawbacks. In the last part of my talk I will make a comparison between the new and present scheme and emphasise why and how the new scheme would be a better option.

B

Hello colleagues! I’m here to say a few words about the issue of high absenteeism that has been troubling our department in the last few months. Having made a study of this problem, I will begin by outlining some of the possible causes and follow this up with what I believe could be the solution to this problem. My talk will last for 15 minutes.

C

Good Afternoon friends. My presentation today is about the sales performance of our new cell phones the GN 23 series in 3 regions in the last 3 months. Firstly I will talk about our sales in the New Delhi area. Secondly, I will share with you information about how we did in the Gurgaon sector. Lastly, I will focus on the Noida region. At the end of my presentation we will have a discussion on our region wise performance in the last quarter.

D

Dear Ladies and gentlemen. I’m here to make a presentation on our company, Newage Technologies. I’d like to begin by giving you a brief history of the company along with its objectives. I will then talk about our present status and performance. In the third part of my talk I’d like to share with you some of our plans for future growth and development.

Now read the four outlines again and take a careful look at the italicised portions of the text. What function do these words and phrases perform? These are important sequencing / listing devices that tell the audience about the order in which you will present your content. These are essential for a good presentation as they help to outline the structure of a presentation and function like mental pegs for the audience. For example, in outline C the listener knows that once you have finished talking about sales performance in Delhi, you will go on to Gurgaon. Now go back to the text again and take note of the expressions in bold. These are presentation verbs that help you to bring in the much needed variety in your language. They also enable you to express your ideas specifically. You will learn about some more presentation verbs in the vocabulary section of this unit.

27

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Presentation Skills

4

Practicing sequencing devices and presentation verbs. Read the outline of a presentation below and i ii

encircle the sequencing devices underline the presentation verbs

Good Morning ladies and gentlemen. I’m here to talk about our new project. I’ve divided my talk into three parts. I’ll start off by filling you in on the background to this project. Next I will outline the objectives of the project. And then I’ll go on to discuss in more depth how we plan to deal with the requirements of the project. At the end of my presentation I will invite you to ask me any questions that you may have.

21.4 LISTENING: AN INTERVIEW Listen to an interview in which Presentations expert is being asked questions on Presentation skills and answer the questions that follow: Check your progress 3 1

Complete the following statements: i

Once we have determined the purpose of the presentation we must……………………………………………………………

ii

We must find out ……………………….. that will support our opinions.

iii

The structure of the presentation must be …………………. and…….………and the order of the points must be …………..

iv

At the end of the presentation we must …...…………………… ………………………

v

Use visual aids when you………… ……………………

vi

Two advantages of practise are: ……………..….…

vii

You can deal with nerves by ……………………

viii

We should guard against using ………………………

28

ix

Deal with the audience by ………………………

388

x

The meaning of hostile is ……………………………

21.5 VOCABULARY: WORD PARTNERSHIPS

Outlines and Structures

The Language of Presentations Activity 1 1

Match columns A and B to make suitable expressions to enrich the quality of your presentation language A dealing i bringing you ii iii making iv giving you make detailed v vi illustrate vii talk viii outline ix digress highlight x

2

B recommendations about An overview of the importance of the main advantages from my point for a moment you through with an example with a few observations up to date

Word Partnerships The following table has words which are frequently used for presentations. March them to make suitable word partnerships. i ii iii iv v vi vii viii ix

Business Market Job Curriculum Advertising Sales Credit Customer Direct Record

A B C D E F G H I J

survey partners vitae care market campaign mail sales figures facility

21.6 SPEAKING: MAKING A PRESENTATION Write down an outline of a presentation on any one of the topics given below. Now make the presentation before a mirror or before your friends. If possible you can record the presentation and then listen to it for self-correction. 1 2 3

Your town / city The importance of presentations in the workplace The biggest threat to the environment of the place you live in 29

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Presentation Skills

Now prepare a presentation on the achievements of your college / department in the past year. Make the presentation before your friend or a family member. You may ask to be rated on the Evaluation form given in the next page: PRESENTATION EVALUATION FORM Name of Presenter:………………………………………………….. Title of Presentation:…………………………………………………. THE PRESENTATION

Excellent

Good

Average

Captured interest Presentation of main ideas Timing Signposting Body language and confidence Visuals Overall

21.7 GRAMMAR: ACTIVE VOICE, LINKING DEVICES Active Voice Activity 2 Active voice is recommended for presentations. Here are some excerpts from presentations which have been scripted in the passive voice. Change them to active voice in order to make them more suitable for presentations. i ii iii iv v vi vii

You are welcome to today’s presentation. You will first be told something about the new printer, scanner cum fax machine. You will then be explained how it works. Next, you will hear my views on the benefits of this machine. At the end you will be given a demonstration by my colleague, Mr. Hussain. You will be glad to receive this information booklet after the demonstration. You will finally be invited to ask me any questions that you would like.

Linking Devices As you know linking devices are very important in presentations as they help you to connect ideas and to establish the relationship between different ideas. Activity 3 30

390

Here is part of a presentation. It has sentences and ideas which are not connected to each other. The linking devices are missing. Rewrite the excerpt making use of appropriate linking devices. After you have done this, read the sample answer in the ‘Answers’ section, which shows you one possible way you can do this. In this part of my presentation I’d like to highlight the benefits of International sporting events on the sales of our Departmental stores worldwide.

Outlines and Structures

I would like to quote the example of football. The month of June 2008 was the month of football. The Euro 2008 was held in Austria and Switzerland in June 2008. The sale of large screen TVs shot up dramatically in Europe and South America. Africa and the Middle East also experienced a rise in sales. This did not happen in India. Football is not very popular in India. It is extremely popular in Europe, South America and Africa. People in these countries go crazy during the football season. The game has a big impact on their buying patterns. Our stores registered high sales of T-shirts, shoes, caps, stationery and similar merchandise with football symbols and icons during this time. In India, Pakistan and the Middle East cricket is popular. It is popular with the young and old. On the day of a one-day cricket match between India and Pakistan, everything else is put aside. Advertisers capitalise on the popularity of the game and players. They use many cricketers as brand ambassadors to promote their goods and services. Some of the brands make use of almost the entire team for this purpose. We want to make our presence felt in these countries. We must plan our campaign to coincide with important International cricketing events. We can hope to make a good impact at such a time.

21.8 PRONUNCIATION: STRESSING THE RIGHT WORD Stressing the right words is an important aspect of Presentation Skills. Activity 4 Can you underline the words that you think should be stressed in the given sentences? i ii iii iv v vi vii

Registrations for courses have increased from last year. But the profits have hardly moved at all. It’s hard to enter the Middle East market. But its harder still to break into the European market. There are three points I’d like to make. And all three are about our attitude to our customers. We haven’t made big gains yet. But what we’ve achieved is quite significant. We’ve made inroads into the East zone. But the North zone is still lagging behind. Tourist facilities in the region have improved considerably. But we still have a long way to go. Better training facilities are not just important. They are an absolute must. 31

391

Presentation Skills

viii ix x

Customers have a right to expect follow up. We are the ones who have failed them. The market may be growing. But our market share certainly isn’t. We need to give more paid leave to our employees. That’s the only way to ensure they have enough time to de-stress.

21.9 LET US SUM UP In this Unit you learnt about the following: Œ Œ Œ Œ Œ Œ Œ Œ Œ Œ

the importance of human qualities in presentations. how to structure presentations learnt and practiced commonly used structures for presentations the importance of an outline how to write outlines sequencing devices and presentation verbs presentation vocabulary use of active voice for presentations getting the stress right practicing presentations

21.10 ANSWERS Check your progress 1 1

ii

2

i ii iii iv v vi vii viii

T T Doesn’t say Doesn’t say F T T Doesn’t say

3

i ii iii iv v vi vii viii

precious arrest impression slouching venue colleague maximum painstakingly

Check your progress 2 1

32

Phrases to be used at different stages of presentation: III/3 In conclusion… III/1 To sum up… II/3 Let’s turn to…

I/4 I/4 I/4

Secondly… And finally… I will begin with…

392

II/3 II/3

That brings me to… Let’s leave that and…

After that we’ll look at… What was the reason for this? II/3 Let’s start with…. II/2 Did you know that…? II/3 So that covers … II/3 Let’s move on to…. III/5 If you have any questions, II/3 Let’s take a closer look feel free to ask… at…. I/4 I’ve divided my talk into III/1 To summarize the main three parts… points… I/2 I’d like to talk about… III/3 I’d like to conclude by…. I/1 I’m delighted to be here III/4 Thanks for giving me the today… chance to… I/1 I’d like to welcome you all II/4 As you can see from… here today I/2 The purpose of my talk is… III/5 Would you mind repeating your ... I/4 Firstly… III/5 I’m afraid I can’t answer this… -

I/4 II/2

3

i ii iii iv

4

Sequencing devices: I’ll start off, Next, then, At the end Presentation verbs: filling you in, outline, discuss in more depth

Outlines and Structures

D A C B

21.4 Listening (Tape script) Interviewer: Mr. Bala: Interviewer: Mr. Bala:

Interviewer: Mr. Bala:

Interviewer: Mr. Bala: Interviewer:

Good morning Mr Bala. A very good morning to you. First of all I’d like to begin by asking you how one should begin preparing for a presentation? You must focus your presentation by determining its purpose and the audience to whom you will present it. You must then find and gather the facts that will support your point of view and proposal. Finally, you need to organise the information logically. How should one organize a presentation? Your presentation should have a clear, coherent structure and cover the points you wish to make in a logical order. Most presentations start with a brief introduction and end with a brief conclusion. Use the introduction to welcome the audience, introduce the subject, and outline the structure of your talk. Use the conclusion to summarise the main points of your presentation, thank the audience for their attention and invite questions. When should one use visual aids? If you have a lot of information to explain, don't hesitate to use visual aids. Think about using some charts, diagrams, graphs etc., on PowerPoint, an overhead projector or flipchart. Is there any other advice you can give on preparation? 33

393

Presentation Skills

Mr. Bala: Interviewer: Mr. Bala:

Interviewer: Mr. Bala: Interviewer: Mr. Bala: Interviewer: Mr. Bala:

Yes. Practise your presentation. By practising you will be able to identify the weak points and to check the timing. Rehearsal will give you more confidence. A very common problem with most presenters is nerves. How can we overcome this? You will be probably nervous at the beginning of your presentation. Try not to speak too fast at the beginning. It has two advantages; you can calm down and strike a good rapport with the audience. The first impression is very important. And what about body language? Try to avoid mannerisms, but eye contact and gestures are indispensable. And lastly, how does one deal with a difficult audience? Be ready to deal with any question, even with hostile ones, without losing your cool. Polite, diplomatic answers are a good tactic. Mr. Bala, thank you very much for these valuable tips on presentations. You are most welcome.

Check your progress 3 1

Missing words are given in bold: i ii iii iv v vi vii viii ix x

Once we have determined the purpose of the presentation we must start preparing for it/focus on the audience for whom it is meant We must find out information that will support our opinions. The structure of the presentation must be clear and coherent and the order of the points must be logical. At the end of the presentation we must summarise the main points/thank the audience/invite questions Use visual aids when you have a lot of information to give. Two advantages of practise are: it helps identify weak points and check the timing. You can deal with nerves by speaking slowly at the beginning. We should guard against using mannerisms. Deal with the audience by being polite. The meaning of hostile is unfriendly.

Activity 1 1

34

Columns A and B with suitable expressions: A

B

i

dealing

with

ii

bringing you

up to date

iii

making

a few observations

iv

giving you

an overview of

394

2

v

make detailed recommendations about

vi

illustrate

with an example

vii

talk

you through

viii

outline

the main advantages

ix

digress

from my point for a moment

x

highlight

the importance of

Word Partnerships: i ii iii iv v vi vii viii ix x

Outlines and Structures

Business partners Market survey Job market Curriculum vitae Advertising campaign Sales figures Credit facility Customer care Direct mail Record sales

Activity 2 i ii iii iv v vi vii

I have pleasure in welcoming you to today’s presentation. I’d like to begin by telling you something about the new printer, scanner cum fax machine. I will then go on to explain how it works. Next, I’d like to highlight / share my views on the benefits of this machine. At the end my colleague, Mr Hussain will give you a demonstration. We will be glad to give you this information booklet after the demonstration. Finally, I’ll invite you to ask me any questions that you want.

Activity 3 In this part of my presentation I’d like to highlight the benefits of International sporting events on the sales of our Departmental stores worldwide. Firstly, I’d like to quote the example of Football. The month of June 2008 was the month of football because of the Euro 2008 which was held in Austria and Switzerland in June 2006. At this time/As a result the sale of large screen TVs shot up dramatically in Europe and South America. Similarly, Africa and the Middle East also experienced a moderate rise in sales. However, this did not happen in India. This is because Football is not very popular in India whereas it is extremely popular in Europe, South America and Africa. People in these countries go crazy during the football season. The game has a big impact on their buying patterns. Consequently/As a result our stores registered high sales of T shirts, shoes, caps, stationery and similar merchandise with football symbols and icons during this time. 35

395

Presentation Skills

Next I’d like to move on to India, Pakistan and the Middle East where cricket is popular amongst the young and old. So much so that on the day of a oneday cricket match between India and Pakistan, everything else is put aside. In order to capitalise on the popularity of the game and players advertisers use many cricketers as brand ambassadors to promote their goods and services. To the extent that some of the brands make use of almost the entire team for this purpose. Therefore if we want to make our presence felt in these countries, we must plan our campaign to coincide with important International cricketing events with a view to / to be able to make a good impact at such a time. Activity 4 i ii iii iv v vi vii viii ix x

36

Registrations for courses have increased from last year. But the profits have hardly moved at all. It’s hard to enter the Middle East market. But its harder still to break into the European market. There are three points I’d like to make. And all three are about our attitude to our customers. We haven’t made big gains yet. But what we’ve achieved is quite significant. We’ve made inroads into the East zone. But the North zone is still lagging behind. Tourist facilities in the region have improved considerably. But we still have a long way to go. Better training facilities are not just important. They are an absolute must. Customers have a right to expect follow up. We are the ones who have failed them. The market may be growing. But our market share certainly isn’t. We need to give more paid leave to our employees. That’s the only way to ensure they have enough time to de-stress.

396

UNIT 22: PRESENTATION SKILLS-III: USING VISUAL AIDS Structure 22.0 22.1 22.2 22.3 22.4 22.5 22.6

Objectives Warm up Reading: Using Visual Aids Vocabulary Language Focus Speaking Listening: Use of Visuals in Presentations 22.7 Grammar: Adjectives or Adverb, Comparative Adjectives 22.8 Pronunciation: The Rising Tone 22.9 Let Us Sum Up 22.10 Answers

22.0 OBJECTIVES In this Unit the focus is on the importance of visuals and their effective use in presentations. Hence we will take a look at: • • • • • • • • •

The function of visuals Types of visual aids Advantages of using visuals Do’s and don’ts of visual aids Language associated with visual aids Talking about trends Making comparisons Use of appropriate tenses while talking about visuals Practicing presentations with visuals

22.1 WARM UP A

picture

is

worth

a

thousand words. To what extent do you agree with this quote on the usefulness and communicative ability of visuals in presentations? 37

397

Presentation Skills

22.2

READING: USING VISUAL AIDS

Using Visual Aids Most presentations deal with statistics and other complex data which would be confusing if it were described in words without any visual support. It is here that visual aids come to our rescue. They help us to present figures, to make comparisons and contrasts, to project future performances and to talk about past, present and future trends, thus serving the dual purpose of enabling the presenter to deal with this kind of information easily and making it possible for listeners to understand these clearly. A variety of visual aids like flip charts, line graphs, bar graphs, pie charts, pictograms, maps, tables, diagrams, photographs etc can be used for this purpose. Visual aids also make a presentation more interesting. Moreover, they help you to cut down on the amount of talking you have to do. However, you must ensure that your visuals are relevant, appropriate and clear. Never overload them with information. Effective presenters introduce and highlight visual information briefly and clearly, making sure they allow their audience time to absorb the information. We must use visuals to reinforce and clarify, and not to overwhelm the audience. Check your progress 1 After you have read the above text answer these questions: 1

Give two examples of business areas where it is advisable for the presenter to use visual aids to present information. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

2

Name two functions that visuals help us to perform easily and effectively. ………………………………………………………………………….. …………………………………………………………………………..

3

………………………………………………………………………….. Name five types of visual aids. ………………………………………………………………………….. …………………………………………………………………………..

4

Name two do’s and two don’ts for the use of visual aids. …………………………………………………………………………..

38

…………………………………………………………………………..

398

5

Name two major benefits of using visual aids. …………………………………………………………………………..

Using Visual Aids

…………………………………………………………………………..

22.3 VOCABULARY Activity 1 Here is a list of what you can use visual aids for. Choose the appropriate words from the box to complete this list. build up add

convey present

give illustrate

summarize help

clarify restate

You can use visual aids to: i

……………….. an idea or concept;

ii

……………….. your text with graphs, pie charts, graphics or simply line drawings;

iii

……………….. a point;

iv

……………….. a point for emphasis;

v

……………….. the structure or content of a section or topic;

vi

……………….. key concepts or main areas;

vii

……………….. instructions for an activity;

viii

……………….. material to start a discussion;

ix

……………….. interest and variety to your presentation;

x

……………….. visuals to develop an idea;

xi

……………….. the audience recall a concept or idea, either from their own past or from your talk.

22.4 LANGUAGE FOCUS Language associated with talking about visuals and making comparisons. Introducing a visual First of all let’s look at………………………… I’d like to show you……………………….…… Have a look at this………………..……….…… 39

399

This graph shows / represents……....………….

Presentation Skills

Here we can see………………………….…..… Let’s look at this…………………………..…… As you can see in this graph/table……………... Talking about the visual On analyzing this graph……………………….. What is interesting in this graph……………….. It is evident from this diagram…………………. This visual clearly indicates……………………. On taking a closer look………………………… Comparisons:

This compares x with y…………………………….. Let’s compare the………………………………. Here you see a comparison between…………… A close look at these two pie charts shows…….. In sharp contrast to x……………………………

Language for Depicting Trends Visuals are also often used to talk about trends and future prospects. Trends can be divided into three types – increasing trend, decreasing trend and steady or constant trend. Activity 2 1

Here are words that are often used to describe these. Can you match them with the appropriate graphics that follow? i iii v vii

Steady increase Dramatic rise Edged up Remained constant

Sharp decline Peaked Rallied Fluctuated

ii iv vi viii

2

1

4

5

40 7

3

6

8

400

Most increases or decreases can be measured in volume or speed. For example, if you say sales went up gradually you are talking about the speed at which sales increased whereas if you say sales increased substantially you are indicating the volume by which sales increased.

Using Visual Aids

Activity 3 Now take a look at these words and divide them into the two columns on volume and speed. i v ix

quickly steadily nominally

ii marginally vi slowly x considerably

Words Denoting Volume

iii significantly vii slightly

iv rapidly viii fast

Words Denoting Speed

Most words that denote changes or trends can be used in two ways: 1 2

As adverbs: Sales increased quickly. As adjectives: Sales registered a quick increase.

Activity 4 Here is some more vocabulary that can be used with graphics. Can you indicate whether these are used for increasing trends, decreasing trends or both? Put a tick mark in the appropriate column. Words

Increasing trend Decreasing trend Both

1 Dramatic 2 Phenomenal 3 Spectacular 4 Plunged 5 Soared 6 Dipped 7 Plummeted 8 Rocketed

22.5 SPEAKING Activity 5

41

401

Presentation Skills

Following table represents the number of students enrolled for different kinds of English language courses at the Everbright Language School. Speak about the visual as if it is a part of a presentation you are making on the performance of the School in the last 5 years. Make sure you consciously use the language you learnt in the last section. Courses

2004

2005

2006

2007

2008

200

180

160

100

50

35

80

140

140

210

20

60

150

80

60

55

85

190

200

200

General English Business English English for Travel and Tourism Communicative English

………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. …………………………………………………………………………………..

22.6 LISTENING: USE OF VISUALS IN PRESENTATIONS Listen to a speaker talking about the use of visuals in presentations and answer the following question: Check your progress 2 State whether these statements are true or false: i ii iii iv

Visuals should be used to substitute speech. The first step to preparation of a presentation should be to think of what visuals you would like to use. Visuals are helpful in presenting complex information. Presenters tend to overload their slides with information because they want to give the optimum to their audience.

22.7 GRAMMAR: ADJECTIVES OR ADVERB, COMPARATIVE ADJECTIVES Using ‘trend’ words as adjectives / adverbs Words that describe changes or trends can often be used as adjectives as well as adverbs. Take a look at these examples: 42

1

There was a marginal increase in the sale of hand pumps in October

402

2

Sale of hand pumps increased marginally in October.

In the first sentence the word marginal is used as an adjective qualifying the noun increase.

Using Visual Aids

In the second sentence the word increased is used as a verb and the adverb marginally adds to the meaning of the verb increased. Activity 6 Now take a look at the first column of the table given below and change the form of the given word. If the word depicting trend is used as an adjective in column A, change it to an adverb and write it in column B and vice versa. Also try to use a variety of nouns and verbs by substituting ‘increase’ or ‘decrease’, for example ‘to rise / fall’, ‘go up / down’ etc. A i

Quick

ii

Noticeable

iii

Gradual

iv

Steady

v

Significant

vi

Slowly

vii

Dramatic

viii

Rapid

ix

Substantial

x

Nominal

B

Activity 7 Fill in the blanks using the sentences from your completed box. i

There was a …………..rise in the sale of Television sets during the World Cup Championships. Sale of television sets rose ………………. during the World Cup Championships.

ii

There has been a ………………. rise in the summer temperatures in the last five years. Summer temperatures rose ……………….in the last five years.

iii

The cost of living has been going up ……………….ever since the economic recession. There has been a ………………. increase in the cost of living since the economic recession.

43

403

Presentation Skills

vi

There has been a………………. demand for courses in management in the last five years. Demand for management courses has gone up ……………….in the last five years.

v

The sale of Nano cars is expected to increase ……………….once they are readily available. A ……………….increase is expected in the sale of Nano cars once they are readily available.

vi

International travel has gone up ………………. but steadily in the last year. International travel has seen a ………………. and steady rise in the last year.

vii

There has been a ……………….rise in the cost of petrol in the last ten years. Cost of petrol has risen ………………. in the last ten years.

viii

Scooters have seen a ……………….fall in demand in the recent past. The demand for scooters has fallen ………………. in the recent past.

ix

On the other hand the demand for motorcycles has shot up …………. On the other hand there has been a ………………. increase in the demand for motorcycles.

x

There is likely to be a ……………….increase in the cost of rail tickets next year. The cost of rail tickets is likely to go up ………………. in the next year.

Comparatives The interpretation of visuals often involves making comparisons. An understanding of appropriate comparatives is of utmost importance. What are comparatives? Comparatives and Superlatives are special forms of adjectives. They are used to compare two or more things. Generally, comparatives are formed using -er and superlatives are formed using -est. For example the comparative of high is higher and the superlative is highest. The superlative form is used when the comparison is between more than two things. For example: 44

404

1

The state of Kerala has the highest literacy rate in India. (the comparison here is with all the states of India)

2

Kerala is smaller than Tamilnadu. (Comparison between two states).

45

405

Presentation Skills

Check your progress 3 Petrol prices in Rupees per Litre in three Indian Metros between 2005 and 2008 60 50 40 Delhi

30

Kolkatta

20

Mumbai

10 0 2005

2006

2007

2008

Read the description of the bar chart given below and underline all the comparatives. Now read the description again and encircle the language used for talking about trends and changes. As you can see this is a comparative bar graph of petrol prices in three major cities of India from 2005 to 2008. It is clear from the graph that petrol was costlier in Mumbai than in Kolkata or Delhi throughout this period. Also, except for the year 2006, Delhi sold petrol at the lowest rates from amongst the three metros. In the year 2005 petrol prices were around Rs 42 per litre in Delhi whereas in Kolkata people paid Rs 4 more than Delhi. In Mumbai petrol was priced marginally higher than Kolkata at Rs 48 per litre. The following year experienced a rise in fuel costs in Delhi and Mumbai. While in Delhi the cost shot up significantly to Rs 48, Mumbai also registered a marked increase of Rs 4 per litre. In the year 2007 petrol prices dipped slightly for Delhi and increased nominally for Kolkata. On the other hand in Mumbai the costs peaked at Rs 55, the highest in the four years. Interestingly, the consumers could breathe a sigh of relief in 2008, with petrol costs sliding back to the rates of 2005. We may conclude that petrol prices fluctuated during the given period, with maximum changes experienced by the Mumbai consumers. Check your progress 4 Look at the sentences given below: 46

1 2

Serangoon Garments is a big company. India Garments is a bigger company than Serangoon Garments.

406

3

Bharat Garments is the biggest of them all.

The adjectives (the words in italics) change their form to show comparison. These forms are called degrees of comparison. When two things are compared, the comparative degree (‘bigger’) is used, When more than two things are compared, the superlative degree (‘biggest’) is used. 1

Complete the passage with the correct comparative form of the adjectives in brackets. PC Computers and Comp Services, two giants of the computer industry, have decided to merge. PC is a much …………….. (i) (young) company than Comp but it has had ……………… (ii) (fast) growth in the past 2-3 years. In fact, it is now slightly …………. (iii) (big) than Comp. PC’s sales strategy is ………………… (iv) (competitive) than the latter. It is ……….. (v) (large) and plays a …………………….... (vi) (important) role in the organization. The PC management group believes that they are ……………………… (vii) (hard working) and ………….. (viii) (innovative) than the Comp team. On the other hand, the Comp group, is a ……………….. (ix) (conservative) company. The managers are generally ………………… (x) (old) than the managers in PC and have therefore worked …………….. (xi) (long) for the company. The PC management feels that their managers are ………………. (xii) (experience) and the company has …………….. (xiii) (good) credentials where product quality is concerned. The managers think that they may be ……… (xiv) (slow) than PC, but they have been proved right. However, amongst all computer companies Comp Services has the ………… (xv) (good) record of performance and turnover in the past 10 years. It is one of the ………… (xvi) (old) companies. When it began, it had inducted the ………….. (xvii) (sharp) minds among talented computer engineers. It has the reputation of being one of the …………….. (xviii) (reliable) company.

2

Now make sentences comparing the two companies. Use as … as and the words in the box: old competitive Example:

conservative innovative

aggressive show

PC Computers isn’t as old as Comp Services

22.8 PRONUNCIATION: THE RISING TONE 47

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Presentation Skills

When we use a rising tone, our pitch starts at a lower level and then goes up to a higher level. In English we begin the tone on the nucleus and normally use the rising tone in: a b c d

Yes/No questions Wh- questions asked warmly incomplete utterances polite requests.

We shall give a few examples of each of these four types of sentences listed above. In all the examples, stress that occur before the nucleus are marked with the vertical bar [ ' ] the nucleus since the rising tone is used, is marked [ ´ ] and the stressed syllables that occur after the nucleus are marked [╷ ]. a

Yes/No Questions Yes/No question is one which can be answered in ‘Yes’ or ‘No’. 1 2 3 4 5 6 7 8 9 10

b

Wh-questions asked warmly 1 2 3 4 5 6 7 8 9

c

Is 'father at ´home? Can I 'see the ´Dean for a ╷minute? Can you 'buy me an ´ice-cream, ╷mummy? Will you 'show me your 'new ´atlas? Can I 'borrow your ´record ╷player? Can you ´drive? Can you ´cook? Would it be 'possible to 'spend the ´night here? Is the 'Ahmedabad Ex'press ar'riving on ´time? 'Is there any re´cording to╷day?

'What is your ´father? 'Where do you ´live? 'How is ´mother? 'Where did you 'leave your ´book? 'How ´old are you? 'Which is ´yours? 'When did you ´come? 'Where are you ´going? 'Who did you ´talk to?

Incomplete Utterances All the examples cited below have two tone-groups each. The end of the first tone-group is marked /. See how the first of the two tonegroups in each sentence is said with a rising tone. 1 2 3

48

4 5

If you 'go to ´Delhi/ 'please 'meet my 'aunt. I 'went to the 'market this ´morning/ and 'bought a 'lot of 'vegetables. As 'soon as you 'reach ´London/ 'give this 'letter to the 'High Co'mmission. When my 'father ´died, / I was 'only 'five years 'old. 'If I ´see him/ I shall 'give him a 'piece of my 'mind.

408

6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 d

The 'moment you are ´ready,/ 'please 'phone 'me. I 'don’t mind 'eating ´anywhere,/ pro'vided the 'place is 'clean. If you get 'drenched in the ´rain, / you’re 'likely to 'fall 'ill. I was 'terribly ´hurt/ when my 'father 'called me a 'fool. If at 'all its ´possible, / I shall 'meet you at the 'station. 'Indira Gandhi 'National 'Open Uni´versity / is the 'first of its 'kind in India. You can 'go to the 'Study Centre in your ´region/ and dis'cuss your 'problems with your 'Counsellor there. If you 'want to ac'quire a 'good pronunci´ation, / you should 'listen to our 'audio tapes. 'Madam ´President/ will in'augurate the 'new 'buildings. ´Laugh / and the 'world `laughs with you. 'If you are ´naughty, / 'daddy will 'punish you. When'ever you are in ´doubt, / 'please con'sult a 'good 'dictionary. As a 'matter of ´fact, / I for'got to 'phone `Meena. Be'cause of the 'efforts of the po´lice / the 'thieves were 'caught. The 'earlier you ´finish, / the 'earlier you can 'go.

Polite Requests 1 2 3 4 5 6 7 8 9 10

'Pass the ´salt. 'Close that ´window. 'Lend me a ru´pee. 'Shut the ´door. 'Please 'carry my ´bag. 'Buy me some ´flowers. 'Bring some ´lunch for me. 'Give me some ´water. 'Fetch me an um´brella. 'Buy me a 'new ´pen, ╷daddy.

22.9 LET US SUM UP In this Unit you learnt about: • • • • • • • • • •

Visual aids and why they are used as part of presentations. The function of visuals and the extent to which they help deal more effectively with content Types of visual aids Advantages of using visuals Do’s and don’ts of visual aids Language associated with visual aids The use of the comparative as a grammar function The use of ‘trend’ words as adjectives and adverbs Practicing presentations with visuals Building up business vocabulary frequently used in presentation 49

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Presentation Skills

22.10 ANSWERS Check your progress 1 1

Two examples of business areas where it is advisable for the presenter to use visual aids to present information: statistics and complex data.

2

Two functions that visuals help us to perform easily and effectively present figures, to make comparisons and contrasts, to project future performances and to talk about past, present and future trends.

3

Five types of visual aids: - flip charts, line graphs, bar graphs, pie charts, pictograms, maps, tables, diagrams, photographs.

4

Do’s – visual aids must be relevant, appropriate and clear. Don’ts – don’t overload, don’t rush through them – allow audience time to read and understand them.

5

Two major benefits of using visual aids: i Make presentations more interesting. ii Cut down on your talking time.

Activity 1 You can use visual aids to: i ii iii iv v vi vii viii ix x xi

convey an idea, concept, theory or hypothesis illustrate your text with graphs, pie charts or simply line drawings clarify a point restate a point for emphasis summarize the structure or content of a section or topic build up key concepts or main areas give instructions for an activity present material to start a discussion add interest and variety to your presentation add visuals to develop an idea Help the audience recall a concept or idea, either from their own past or from your talk

Activity 2 1

50

i

Steady increase - 1

ii

Sharp decline - 4

iii

Dramatic rise - 6

iv

Peaked - 2

v

Edged up - 3

vi

Rallied - 5

vii

Remained constant - 8

viii

Fluctuated – 7

Activity 3

410

Words denoting Volume marginally significantly slightly nominally considerably Activity 4 Words Dramatic Phenomenal Spectacular Plunged Soared Dipped Plummeted Rocketed

Increasing trend

Words denoting Speed quickly rapidly steadily slowly fast Decreasing trend

Both √

√ √ √ √ √ √ √

Activity 5 Sample answer I’d now like to make a comparison of enrolments for our English language courses. If you look at this table closely you will find that the demand for our General English courses has had a sharp decline whereas our Business English and Communicative English courses have experienced a dramatic rise in popularity. While the enrolments for the Business English courses have shot up by 6 times since 2004, in the case of Communicative English the numbers have climbed up substantially to 200. 22.6 Listening Tape script It is generally believed and experienced that people learn more readily through visuals than through text or the spoken word. They also tend to retain more information when learning is reinforced by visualization. Visuals are an integral part of presentations. Hence it is essential to understand the role and impact of visuals and to know when and how to use them. Visuals in presentations should be used to support the spoken or written word, and not in place of it. A well-developed concept and effective script are the first prerequisites of any presentation. Once the concept evolves and takes shape, visuals are developed around it to support, elucidate or illustrate the concept. Visuals are an extremely useful tool to communicate concepts that are complex in nature or difficult to grasp. Remember that you use visuals to facilitate understanding of complex ideas or concepts. This is possible only when your visuals are simple, clear and concise. Additionally the entire audience must be able to see your visual images clearly from where they are seated. This means that they must be large enough to be seen without causing any strain.

51

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Presentation Skills

A common problem with presenters, especially beginners is information overload. They tend to use and illustrate all information collected for the presentation, thereby cramming the slides with text and visuals. A single idea or set of facts per image, timed to the speaker's pace will add punch and emphasis to each important idea, assuring maximum retention by the listeners. Check your progress 2 i

Visuals should be used to substitute speech. FALSE

ii

The first step to preparation of a presentation should be to think of what visuals you would like to use. FALSE

iii

Visuals are helpful in presenting complex information. TRUE

iv

Presenters tend to overload their slides with information because they want to give the optimum to their audience. TRUE

Activity 6 A

B

i

Quick

Quickly

ii

Noticeable

Noticeably

iii

Gradual

Gradually

iv

Steady

Steadily

v

Significant

Significantly

vi

Slowly

Slow

vii

Dramatic

Dramatically

viii

Rapid

Rapidly

ix

Substantial

Substantially

x

Nominal

Nominally

Activity 7 Missing words are given in bold.

52

i

There was a quick rise in the sale of Television sets during the World Cup Championships. Sale of television sets rose quickly during the World Cup Championships.

ii

There has been a noticeable rise in the summer temperatures in the last five years. Summer temperatures rose noticeably in the last five years.

iii

The cost of living has been going up gradually ever since the economic recession.

412

There has been a gradual increase in the cost of living since the economic recession. vi

There has been a steady demand for courses in management in the last five years. Demand for management courses has gone up steadily in the last five years.

v

The sale of Nano cars is expected to increase significantly once they are readily available. A significant increase is expected in the sale of Nano cars once they are readily available.

vi

International travel has gone up slowly but steadily in the last year. International travel has seen a slow and steady rise in the last year.

vii

There has been a dramatic rise in the cost of petrol in the last ten years. Cost of petrol has risen dramatically in the last ten years.

viii

Scooters have seen a rapid fall in demand in the recent past. The demand for scooters has fallen rapidly in the recent past.

ix

On the other hand the demand for motorcycles has shot up substantially. On the other hand there has been a substantial increase in the demand for motorcycles.

x

There is likely to be a nominal increase in the cost of rail tickets next year. The cost of rail tickets is likely to go up nominally in the next year.

Check your progress 3 As you can see this is a comparative bar graph of petrol prices in three major cities of India from 2005 to 2008. It is clear from the graph that petrol was costlier in Mumbai than in Kolkata or Delhi throughout this period. Also, except for the year 2006, Delhi sold petrol at the lowest rates from amongst the three metros. In the year 2005 petrol prices were around Rs 42 per litre in Delhi whereas in Kolkata people paid Rs 4 more than Delhi. In Mumbai petrol was priced marginally higher than Kolkata at Rs 48 per litre. The following year experienced a rise in fuel costs in Delhi and Mumbai. While in Delhi the cost shot up significantly to Rs 48, Mumbai also registered a marked increase of Rs 4 per litre. In the year 2007 petrol prices dipped slightly for Delhi and increased nominally for Kolkata. On the other hand in Mumbai the costs peaked at Rs 55, the highest in the four years. 53

413

Presentation Skills

Interestingly, the consumers could breathe a sigh of relief in 2008, with petrol costs sliding back to the rates of 2005. We may conclude that petrol prices fluctuated during the given period, with maximum changes experienced by the Mumbai consumers.

Check your progress 4 1

2

54

i- younger

ii-faster

iii- bigger

iv- more competitive

v-larger

vi- more important

vii- more hard-working viii- more innovative

ix- more conservative

x- older

xi- longer

xii- more experienced

xiii-better

xiv- slower

xv- best

xvi- oldest

xvii- sharpest

xviii- most reliable

PC Computers isn’t as old as Comp Services. PC Computers isn’t as conservative as Comp Services. Comp Services isn’t as aggressive as PC Computers. Comp Services isn’t as competitive as PC Computers. Comp Services isn’t as innovative as PC Computers. PC Computers isn’t as slow as Comp Services.

414

UNIT 23: PRESENTATION SKILLS-IV: THE ENDING Structure 23.0 23.1 23.2 23.3 23.4 23.5 23.6 23.7 23.8

Objectives Warm up Reading: The Ending of a Presentation Language Focus Speaking Listening Vocabulary Grammar: Preposition; If Clause Pronunciation: Uses of Tones (Some More Information) 23.9 Let Us Sum Up 23.10 Answers

23.0 OBJECTIVES In this Unit you will learn: •

How to end your presentations

•

To summarize your main points

•

To draw conclusions

•

The importance of Question Answer sessions / discussion

•

To choose between the Q/A or discussion

•

How to prepare for Q / A sessions

•

Language associated with endings of presentations and Q/A sessions

•

Practicing presentations

23.1 WARM UP Think like a wise man but communicate in the language of the people. William Butler Yeats Irish dramatist & poet (1865 - 1939) This quotation tells you something very important about the audience of a presentation. What is it? And now read another quote. How can you correlate it to Presentations? Does it relate to the structure of a presentation or ‘the end’? 55

415

Presentation Skills

"Begin at the beginning" the King said, gravely, "and go on till you come to the end; then stop." Alice's Adventures in Wonderland - Lewis Carroll ‘People remember best what you say last’. To what extent do you agree with this?

23.2

READING: THE ENDING OF A PRESENTATION

Read the following text on the ending of presentations and answer the questions that follow: The most important parts of your presentation are the beginning and the conclusion. By starting out well you arrest the attention of the audience and by concluding well you leave them with something to think over or do. An effective way to end is to review your points and connect them to your introduction. This also helps with the overall coherence of your talk. Restate the most important point of your presentation and connect your conclusion with the main idea. This helps the audience retain what you want them to remember. If the presentation was about a problem you could restate the problem. Then provide the solution in no more than two sentences. A timeline for implementing the solution is even better. The audience must leave with something valuable or beneficial for them. Ending with a quotation or punch line usually leaves a great impact on the audience and helps them to connect with the main theme through this exit line. The ending should help you interact with your audience at an emotional level. This is possible when you don’t read from your notes and move from the lectern toward the audience. It is important to have sustained eye contact at this point just as it is in the beginning of your presentation. Hence, the conclusion must be thought out carefully and presented effectively. Check your progress 1 On the basis of the given text complete these sentences in your own words:

56

1

The ending of your presentation is as important as……………………

2

You can end effectively by ….…………………………………………

3

You can make the ending coherent by …………………………………

4

In a problem related presentation it is recommended that you ……… …………………………

416

5

A quotation or a punch line helps……………………………………. ……………………………..

6

Moving towards the audience at the end of your presentation enables you to……………………………………………………………………

Activity 1 Question Answers / Discussion Complete this passage on Question, Answers and Discussion by inserting the missing sentences. Choose from the sentences given at the end of the passage. Remember that you have more sentences than you need to complete the passage. No presentation is complete and satisfactory until you have successfully handled your question answer session. 1. ..…………………………………… …………………………………………………... The only interactive part of a presentation is the question answers or discussion. 2. ...……………………….…………………………………………………….. ……………………………. This means that you are seen as an expert and must be well prepared to be able to answer all queries from the audience. On the other hand, when you invite the audience to a discussion, you are more or less on equal terms with the audience.

They can

contribute as much, or more to the discussion than you do. There can be two policies on question answers. 3…………… ………………………………….. ………………………………… …………………………………………………………………………………. ………………………………………………………………………………….. But if you feel that would disturb the rhythm or flow of your talk or put you off, it is better to invite your audience questions at the end of your presentation. Whatever be your policy, this must be communicated to the listeners in the beginning of your presentation.

57

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Presentation Skills

Questions give you a chance to respond to the concerns of your audience and to clarify any doubts or confusions. 4. ……….………………………………. ………………………………………………………………………………..… ………………………………………………………………………………….. They also give you a chance to learn more about your audience. How can you best prepare yourself for the audience questions? This issue should be addressed by you when you make an analysis of your expected audience as part of your preparation. 5. ……………………………………….. ………………………………………………………………………………….. The next logical step is to think about answers for them. Remember that good preparation is the key to handling questions to your satisfaction. Do not confine your reading and preparation of the topic to what you plan to include in your talk. 6. …………………………………………….. A comprehensive and in depth understanding of your topic will come in handy during the question answer session or discussion. It is also essential that you be a good listener. Make sure you hear and understand the full question before answering. 7. ……………………………... ………………………………………………………………………………….. Don't pre-empt the questioner by answering before the question is fully stated. Also be straightforward. If you don't know the answer to a question, don't guess. Admit you don't know; offer to get the answer and provide it to your questioner. A

This is the right time for you to predict audience concerns and questions.

B

If you are confident and knowledgeable about your topic, you may allow members of the audience to ask you questions during the course of the presentation.

58

C

Try to prepare your answers in advance.

D

Ask for clarification of anything you don't understand.

E

In a typical presentation the presenter talks almost all the time.

418

F

Look at them as an opportunity for you to support your argument and reinforce your message.

G

Gather additional information.

H

The question answer option puts you in a superior position compared to the audience.

I

The discussion is an easier option.

23.3 LANGUAGE FOCUS Here is some useful language for the end of your presentation. Signposting the end of your talk This may take the form of a recapitulation of the main points. • • • • • •

I'd like to summarize/sum up At this stage I would like to run through/over the main points... So, as we have seen today.... As I have tried to explain this morning ........ To restate my main points It will be useful at this stage to recall the main points………….

There may be recommendations or proposals that you wish to make: • • • •

On the basis of my arguments I propose that……….. As a result we suggest that…... In the light of what we have seen today I suggest that...... My first proposal is......

Alternatively you could say: • • • •

I’d like to conclude with……. In conclusion I would like to say that....... My final comments concern…... I would like to finish by reminding everyone that......

You may at this point wish to distribute more detailed information to your audience. • • •

I've prepared a slim folder of the proposals...; In the sheets that are now being distributed you will find a breakdown of the......... You will find additional information on ……. in these handouts that I’d now like to distribute. 59

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Presentation Skills

Inviting the audience to a Question / Answer session or a Discussion • • • •

I'd be happy to answer any questions.... If there are any questions please feel free to ask. Thank you very much for your attention and if there are any suggestions or comments….. I would now like to invite you to a discussion…….

23.4 SPEAKING What would you say in the following situations? Practice with at least 3 different expressions for each situation. Use the formulaic language given in 23.3 Language Focus and practice before a mirror or with a study partner. 1

Recalling the main points of your presentation

2

Presenting your conclusion

3

Distributing handouts / additional information on your topic

4

Inviting questions

Take a look at the quote on presentations from Stephen D. Boyd’s essay ‘The End is the Beginning’. Concentrate on your endings and you can't help but give the audience new beginnings in the process. Discuss this statement with your study partner. Focus on what he means by ‘new beginnings’. Now think about and discuss these important tips on the ending of your presentations. •

Keep the conclusion short.

•

Do not introduce any new idea in your conclusion.

•

Hold your enthusiasm right to the end.

•

Make sure you hear and understand the full question before answering

23.5 LISTENING Check your progress 2 You will hear Abhay Mathur, a student of Business Administration talking to Mrs. Namita Sen, an expert in Presentation skills. Listen to a part of this interview and answer the given questions.

60

420

1

As a response to the first question, Mrs. Sen lists 4 problem situations. Write them down in the first column of the given table. In the next column you must write down the solutions she offers. Problem

Solution

2

Give brief responses to what the expert has to say about the following issues: a Continuous interruption b Unduly long Q / A sessions c No questions

3

Why is it important for the speaker to have the last word? ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… …………………………………………………………………………

23.6 VOCABULARY Activity 2 1

Match the idioms in A with their meanings in B. A

Idioms

1 2 3 4 5

think on your feet on the fly play it by the ear lose sight of read between the lines

B

Meanings

a

To think and react quickly, especially in a situation where things are happening very fast To decide how to deal with a situation as it develops rather than planning how you are going to react To find meanings that are intended but that are not directly expressed in something said or written. Done while someone or something is operating or moving

b c d

61

421

e

Presentation Skills

2

To forget about an important idea or a fact because you are thinking too much about other things

Now complete these sentences with appropriate idioms from list A. i ii iii iv v

Being able to …………………………………….…is a definite advantage during question answer sessions. I don’t think I can predict the audience questions for this presentation. I’ll just …………………………………….…. Smart and knowledgeable members of the audience can ……… …………………………….…. A good presenter can do things like coping with the unexpected, …………………………………….…, without any visible or obvious effort. You must never ……………………………………. the main focus of your presentation.

Activity 3 Match these words in bold with those below to form appropriate chunks of language suitable for presentations. You can use more than one of these words in some of the blanks. Reiterate

Reinforce

Restate

Research

React

Recapitulate

Recap

Recall

Recommend

Rectify

Redeem

Reflect

Rehearse

Rejuvenate

Response

1

………………………………the main points

2

………………………………my reputation as a speaker

3

………………………………the main points of my talk

4

………………………………the mistake I just made

5

………………………………to audience questions

6

………………………………the topic thoroughly

7

………………………………solutions to the problem

8

………………………………my presentation

9

………………………………the audience with a humorous anecdote

10

………………………………my point of view

11

………………………………upon my ideas

23.7 GRAMMAR: IF CLAUSE, PREPOSITION 23.7.1 If Clause

62

When we talk about future events that are reasonably likely to occur and their results, we can use an if-sentence. The if-clause states the condition, and the other clause states the result. Example:

422

If the presentation was about a problem you could restate the problem. If there are any questions, please feel free to ask. If you are confident and knowledgeable about your topic, you may allow members of the audience to ask you questions during the course of the presentation. The if-clause can come in the first part of the sentence or the second. Consumer spending will fall if the government raises the income tax. Check your progress 3 1

Match the first part of the sentences in Column A with the right endings in Column B.

ii

Column A If the shipment arrives tomorrow If the traffic is bad

iii

If we sign the contract today,

c

iv v

If Mr. Gupta rings, If you hear from Asha today

d e

i

vi

2

a b

Every time Meena chairs a meeting vii People are more productive

f

viii If you send a letter by Dart Couriers

h

g

Column B it goes on for a long time. I’ll send someone to collect it. it gets there the following morning. I may get home late. we can start production in a week’s time. if they work in congenial surroundings. you must ask him to leave his number. tell her to ring me.

Complete these sentences. One is done for you. i

Government expect something in return if they give aid.

ii

If the interest rates fall …………………….................................

iii

If inflation rises …………………...……………………………

iv

If we spend a great deal of money on promotion ……………… ………………………

v

If the meeting finishes late ……………………………………..

vi

If I can afford it ………………………………………………...

vii

…………………………….if I go to London next week.

viii

………………………..if you require any further information.

23.7.2 Preposition Activity 4

63

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Presentation Skills

The following text deals with a very important aspect of presentations: ‘The Audience Questions’. Fill up the blank spaces in the text with the help of these words given in the box. You will need to use some of these words more than once. Remember to re read the text after you’ve checked your answers with the ‘answers’. of

to

until

in

on

Audience questions are important ____________ any presentation. You can have two policies __________ this issue. You may either allow the audience _________ask you questions anytime during the course _____________ your presentation or you may request your audience to hold questions ___________ the end. Questions are an excellent indicator _________ the extent of involvement of the audience ___________ your presentation. If you choose the first option _____________ inviting the questions during the presentation, you will have the opportunity __________ clarify doubts as you go along and ensure that your point has been understood. But if you save them ____________ the end you will get through the material uninterrupted. It is up to you __________ make the decision. Whatever you do, make sure you stay _________ time! If your allotted time is 10 minutes, do not exceed it. This way you can make sure that the audience remains engaged.

23.8 PRONUNCIATION: USES OF TONES (SOME MORE INFORMATION) We have already seen that every utterance has one or more tone-units, and the pattern of pitch-variation in each unit is different, depending upon the number of stressed syllables, the location of the nucleus, and the tone used on the nucleus or tonic syllable in a given tone group. It would be almost impossible to represent minor changes in pitch variation from one tone group to the next on the page. They can be perceived only by listening carefully. Even if we did devise a notation to represent such differences, it would be rather difficult to imagine what they actually sound like. In this section we shall try to help you use tones by relating various types of sentence to the tones in which they are generally said. 23.8.1 Falling Tone 1

The following types of sentences are generally said with a falling tone: a

64

Statements which are neutral matter-of-fact, complete, and assertive. Examples:

424

They’re ar'riving `tomorrow. I 'think she’s a 'brilliant `writer. He’s 'always `punctual.

b

Commands Examples: 'Put that 'gun `down. 'Open the `shutters 'Telephone the po'lice im`mediately.

c

Invitations Examples: 'Do come 'in and sit `down. 'May I in'vite you to `dinner next 'Saturday? 'How would you 'like to 'spend the `weekend with me?

d

Exclamations Examples: 'What a 'beautiful `painting! 'Absolutely `fascinating! 'Goodness `gracious! 'Wasn’t it a marvelous `concert!

e

Wh-questions which are neutral and intended to be neither polite nor impolite. Examples: 'Where has he `gone? 'How many 'languages can you `speak? 'When can I 'come and `see you? 'Who is at the `door?

f

Tag-questions Examples: You’re 'going with `us/`aren’t you? She’s 'rather `late/`isn’t she?

23.8.2 Rising Tone The rising tone is used in: a

Yes/No or polarity type questions Examples:

65

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Presentation Skills

'Are they 'coming to t̷ ea? 'Have you 'finished your ̷work? b

Alternative questions Examples: Do you like ̷tea, ̷coke or `lime juice? Shall we 'go by a̷ ir or by `train?

c

The falling tone and the falling-rising tone can also used for enumeration. Examples: Thir ̷teen, ̷fourteen, ̷fifteen, ̷sixteen ………………… ̷twenty, twenty ̷one, twenty ̷two

d

Requests Examples: 'Could you 'tell me 'what time the 'train ar r̷ ives? 'Come here for a m ̷ oment.

e

Non terminal tone unit Examples: If you 'want to suc ̷ceed ………. (you’ll have to work hard). When'ever it ̷rains/ ……………….(the 'power supply `fails). As soon as he ar r̷ ives ……………….(I’ll let you know).

f

Terminal tone unit said as an afterthought Examples: I’ll 'come and `help you / if you ̷like. We’re not at home on `Sundays / g̷ enerally.

g

Non-polarity type or wh-questions expressing politeness, friendliness, personal interest. Examples: 'Where do you ̷live? (to a small child) 'How is your ̷mother?

h

Repetition-question which repeats someone else’s question, or wants them to repeat some information. Examples: 'Raman 'told me a`bout it. 'Who told you? We’re invited to dinner to`morrow. What did you say? ̷

i 66

Commands intended to sound like a request Examples: 'Shut the ̷window.

426

'Don’t play on the R ̷ ailway line. 'Take all this a ̷way. j

Statement intended to be question Examples: He is 'not c̷ oming You 'don’t 'want any ̷more.

23.9 LET US SUM UP In this Unit you learnt: • • • • • • • •

about the importance of suitable and impressive endings in presentations. how to end a presentation about the do’s and don’ts of endings and Q/A sessions and practiced commonly used structures for endings and question answer sessions the difference between choice of Q/A sessions and discussions as part of presentations common problems faced by presenters during Q / A sessions and how to deal with them idioms practicing presentations

23.10 ANSWERS Check your progress 1 1 2 3 4 5 6

The ending of your presentation is as important as the beginning / introduction. You can end effectively by recalling your main points. You can make the ending coherent by correlating it to the main idea of your talk. In a problem related presentation it is recommended that you restate the problem and summarize the solution. A quotation or a punch line helps to make an impact on the audience. Moving towards the audience at the end of your presentation enables you to connect emotionally with your audience.

Activity 1 No presentation is complete and satisfactory until you have successfully handled your question answer session. E In a typical presentation the presenter talks almost all the time. The only interactive part of a presentation is the question answer or discussion. H. The question answer option puts you in a superior position compared to the audience. This means that you are seen as an expert and must be well prepared

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to be able to answer all queries from the audience. On the other hand, when you invite the audience to a discussion, you are more or less on equal terms with the audience. They can contribute as much, or more to the discussion than you do. There can be two policies on question answers. B. If you are confident and knowledgeable about your topic, you may allow members of the audience to ask you questions during the course of the presentation. But if you feel that would disturb the rhythm or flow of your talk or put you off, it is better to invite your audience questions at the end of your presentation. Whatever be your policy, this must be communicated to the listeners in the beginning of your presentation. Questions give you a chance to respond to the concerns of your audience and to clarify any doubts or confusions. F. Look at them as an opportunity for you to support your argument and reinforce your message. They also give you a chance to learn more about your audience. How can you best prepare yourself for the audience questions? This issue should be addressed by you when you make an analysis of your expected audience as part of your preparation A. This is the right time for you to predict audience concerns and questions. The next logical step is to think about answers for them. Remember that good preparation is the key to handling questions to your satisfaction. Do not confine your reading and preparation of the topic to what you plan to include in your talk. G. Gather additional information. A comprehensive and in depth understanding of your topic will come in handy during the question answer session or discussion. It is also essential that you be a good listener. Make sure you hear and understand the full question before answering. D. Ask for clarification of anything you don't understand. Don't pre-empt the questioner by answering before the question is fully stated. Also be straightforward. If you don't know the answer to a question, don't guess. Admit you don't know; offer to get the answer and provide it to your questioner. 23.5 Listening (Tape script) Abhay:

And what type of situations should one be wary of?

Mrs Sen: Sometimes it may happen that one questioner keeps on asking questions and does not allow others to participate. It is the job of the presenter to tackle such a situation and prevent the person from taking over the session. Others may have their own agenda and will ask a question intended to promote themselves or their own views. 68

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Some may not have paid attention and will ask a question you've already covered in your presentation or in one of your other answers. Some may ask totally irrelevant questions. Some may be downright hostile. Abhay:

So how does deal with such situations?

Mrs Sen: If someone starts to dominate a Q&A session, respond to the first question or comment, then move on to include other people in the interaction. The same approach helps in dealing with people with personal agendas. If someone missed something you said in your presentation, you could repeat it briefly. It's possible others may have missed it too. If the question is totally irrelevant, let the questioner know that you would like to keep the discussion focused on the subject. Abhay:

And what happens if someone keeps interrupting your presentation with questions?

Mrs Sen: You must deal with this politely but firmly. Let the questioner know that you will be glad to take up his / her questions at the end of the presentation. Abhay:

What happens if questions keep pouring in?

Mrs Sen: It is recommended that you set a limit to the question time and let the audience know about that when you begin question time. Abhay:

What if there are no questions?

Mrs Sen: This can be extremely embarrassing and must be dealt with tactfully Go back to a specific or interesting point you made in your presentation—one that's likely to stimulate discussion. Ask your listeners what they think. Do they agree with you? Do they have other opinions? This generally helps to elicit responses. Abhay:

Is it a good idea to end your presentations with a Q and A session?

Mrs Sen: While it’s great to keep the questions until after you’ve spoken, you must make sure that you have the last word. Literally. When you’ve answered questions, be sure to end your presentation with a strong assertion of your main message(s). 69

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Presentation Skills

Check your progress 2 1

2

Four problem situations and their solutions offered by Mrs Sen: Problem

Solution

Dominating questioner

Respond to his/her first question and move to other members of the audience

Self promotion by questioner

Deal tactfully by moving focus to another speaker / questioner

Inattentive questioner

Repeat answer briefly and move on

Irrelevant question/s

Tell questioner that you wish to focus on the subject

Brief responses to what the expert has to say about the following issues: a b c

3

Continuous interruption – deal politely but firmly by stating that you will deal with his queries at the end Unduly long Q / A sessions – time your Q/ A session No questions – go back to an important point you made and elicit response

The final impression you make on the audience is the one they will remember. Thus it is worth planning your last few sentences with extreme care. These must be reserved for the very end to make the desired impact.

Activity 2 1

Match the idioms in A with their meanings in B. 1–a 2–d 3–b 4–e 5-c

2

i ii iii iv v

70

Being able to think on your feet is a definite advantage during question answer sessions. I don’t think I can predict the audience questions for this presentation. I’ll just play it by the ear. Smart and knowledgeable members of the audience can read between the lines. A good presenter can do things like coping with the unexpected, on the fly, without any visible or obvious effort. You must never lose sight of the main focus of your presentation.

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Activity 3 1

Reiterate / Restate / Recapitulate / Recap / Recall the main points of my talk

2

Redeem my reputation as a speaker

3

Rectify the mistake I just made

4

Respond / react to audience questions

5

Research the topic thoroughly

6

Recommend solutions to the problem

7

Rehearse my presentation

8

Rejuvenate the audience with a humorous anecdote

9

Reinforce my point of view

10

Reflect upon my ideas

Check your progress 3 1

i-b vi-a

2

Completed sentences: ii iii iv v vi vii viii

ii-d vii-f

iii-e viii-c

iv-g

v-h

If the interest rates fall demands for loans can go up. If inflation rises the prices of essential commodities will go up. If we spend a great deal of money on promotion our sales are likely to go up. If the meeting finishes late you’ll be dropped home. If I can afford it I’ll surely buy it. I will see the Big Ben if I go to London next week. Please check our website if you require any further information.

Activity 4 The missing words are given in bold. Audience questions are important in any presentation. You can have two policies on this issue. You may either allow the audience to ask you questions anytime during the course of your presentation or you may request your audience to hold questions until the end. Questions are an excellent indicator of the extent of involvement of the audience in your presentation. If you choose the first option of inviting the questions during the presentation, you will have the opportunity to clarify doubts as you go along and ensure that your point has been understood. But if you save them until the end you will get through the material uninterrupted. It is up to you to make the decision. Whatever you do, make sure you stay on time! If your allotted time is 10 71

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Presentation Skills

72

minutes, do not exceed it. This way you can make sure that the audience remains engaged.

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Meetings 6 MODULE

A course book for students doing Diploma in

Business Process Outsourcing

Brought to you by ABHIJIT KUMAR MISRA

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UNIT 24: SETTING THE AGENDA AND PLANNING A MEETING Structure 24.0 24.1 24.2 24.3 24.4 24.5 24.6 24.7 24.8 24.9 24.10

Objectives Warm up Reading-I: Calling a Meeting Reading-II: Setting the Agenda Listening: Writing an Agenda Vocabulary: Suffix - ize Writing Grammar: Prepositional Phrases Pronunciation: Falling-Rising Tone Let us Sum Up Answers

24.0 OBJECTIVES In this unit you will be told: • • • • • • •

what is a meeting when to call a meeting reasons for calling a meeting how to plan a meeting writing notices for a meeting how to write agendas importance of agenda in a meeting

24.1 WARM UP Activity 1 Work in Pairs Given below are some statements which make a meeting successful. You may or may not have attended meetings. Using your common sense, discuss with your partner and decide which four statements help in making a meeting successful and why. •

There should be an agenda;

•

Objectives of the meeting should be defined;

•

Every member should be allowed to say what they want to say;

•

There should be no clear cut time schedule;

•

Only some members should participate in the meeting;

•

Everyone should be on time for the meeting;

•

The Chairperson must effectively control the proceedings.

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Meetings

24.2 READING-I: CALLING A MEETING Meetings are an important aspect of all organizations. All organizations call them, all members attend it yet everyone is highly critical of them. They are considered a waste of time, money and other resources of the company. Yet meetings are held because they are useful to a certain extent. Decisions taken by a group add more value and depth to it. Members also understand and analyze issues from other people’s perspectives, opening up to newer ideas and options. The diversity of ideas and opinions leads to better decisions. Moreover, the onus of responsibility gets shared leading to people helping in the implementation of the decision. All important decisions of a company need to be taken by a group of people who come together for the meeting. But a meeting should not be a default option for any decision making process. Meetings can be held for a variety of reasons to serve different purposes: Some of the reasons why it is necessary to call a meeting are: − − − − − − − − −

To give information To report an event To discuss / debate an issue/plans To ensure wider participation To put across ideas/ complaints/ problems To arrive at decisions To coordinate an activity To brainstorm new ideas To prepare for client visits

Many times people are not sure why a meeting is called. To clarify the reasons for calling a meeting, an established approach called ‘Purpose, Process, and Outcomes’ is used to plan meetings. PURPOSE: Participants are informed in advance about the purpose of the meeting. PROCESS: An overview of the plan of the meeting and what needs to be achieved is shard with them. OUTCOMES: The anticipated outcomes of the meeting are carefully worked out. The success of a meeting depends on the efficient planning and preparation by the organizers before a meeting. They have to decide: − − − − − 6

what type of meeting to call who should be asked to attend where would the meeting be held what would be a suitable date and time items to be put on the agenda

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Once these points are finalized, only then can a notice be sent to the concerned people about the meeting. The agenda should also be included. The members should be sent a notice well in advance so that: − −

Setting the Agenda and Planning a Meeting

they have sufficient time for preparation keep themselves free for the meeting

The notice of a meeting must include the following information: a b c d e f g

The name of the body which is to meet The nature of the meeting The day, date, time of the meeting Place of the meeting Purpose of the meeting Signature of the secretary Date of issue of the notice

a

The name of the body – This is generally written at the top and also in the notice to be circulated. For example: The Annual General Meeting of the Shareholders of Ganpati Dairy Products

b

The nature of the meeting – Meetings are of different kinds and the meeting and the notice must notify the kind of meeting to be held.

c

The day, date, time of the meeting – All the three details must follow the order mentioned. For example: The Annual General Meeting of the shareholders of Ganpati Dairy Products will be held on Wednesday, March 26th 2010 at 11.00 a.m.

d

Place of the meeting - This must include the address of the venue together with specific details of rooms or floors if required. For example: The venue of the meeting is the Banquet hall of Chiranjeev Towers (2nd floor), Room Number – 217, Bahadur Marg, Delhi.

e

The purpose of the meeting – This must be defined. If the agenda is being included with the notice then one can say –‘To discuss the enclosed agenda’. If the agenda is not being enclosed, then, to discuss the agenda which will be circulated later.

f

Signature of the Secretary and the date of notice – The notice should be signed by the secretary and carry the date on which it is sent.

Emergency and special meetings do not require the normal rules regarding period of notice etc… There is also no agenda because the meeting is generally called to discuss the issue already mentioned in the notice. 7

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Meetings

Here is sample notice for a meeting: Annual General Meeting of Shareholders Ganpati Dairy Products The Annual General Meeting of the shareholders will be held on 26th March, 2010 at the Banquet Hall, Chiranjiv Towers (2nd floor), Room No. 217, Bahadur Marg, Delhi at 11.00 a.m. The agenda of the meeting is enclosed.

22nd March, 2010

Secretary

Check your progress 1 1

You have just read a write-up on meetings. On the basis of the writeup state whether the following statements are true or false. Correct the false statements. i ii iii iv

2

Meetings are a waste of time and energy. Meetings help members to analyze and understand the different issues confronting the organization. Better decisions are taken by a group rather than individuals. Meetings are not the only option for the decision making process.

Answer the following questions briefly. i

Give three reasons why a meeting is called. ………………………………………………………………… ………………………………………………………………… …………………………………………………………………

ii

Explain the ‘Purpose, Process and Outcomes’ approach in planning a meeting. ………………………………………………………………… ………………………………………………………………… …………………………………………………………………

iii

What do you have to keep in mind while planning and preparing a meeting? ………………………………………………………………… ………………………………………………………………… …………………………………………………………………

iv 8

Why is it important to send a notice for a meeting well in advance? …………………………………………………………………

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………………………………………………………………… v

List the information you need to enclose in a notice. …………………………………………………………………

Setting the Agenda and Planning a Meeting

…………………………………………………………………

24.3 READING-II: SETTING THE AGENDA An agenda is a list of items to be discussed at a formal meeting. This list is prepared well in advance and circulated to all the members together with the notice if possible. The agenda is the backbone of a meeting. It gives structure to the meeting. It sets the direction and tone of the meeting, channelizing the discussion and focusing the members’ attention to the given items on the agenda. Consequently no time is wasted on digressions, and the objectives of the meetings are achieved within a given time frame. Preparation of Agenda A lot of discussion and consultation goes into the preparation of a good agenda. Some of the issues to keep in mind while preparing an agenda are: ‐

to be clear about the purpose of the meeting.

‐

to make a list of the various things that are in your mind so that you can discuss them at the meeting.

‐

to discuss and consult other people who may be involved in the same work. Accept good suggestions and incorporate them in the agenda.

‐

Items on the agenda should follow each other logically.

‐

to put the most important item to be discussed first and then the routine items.

‐

to number of items should be limited. If there are too many items organize two meetings rather than one long meeting. Ideally, any meeting should not run beyond two hours.

‐

any information required to understand the agenda should be circulated in the form of notes or annexure with the agenda.

‐

if possible, estimate the amount of time required for discussion against each item and mention it against each item on the agenda. This will act as a guideline to the speakers.

Writing the Agenda The standard format of an agenda includes the following items, though it is not necessary for all formal meetings to have all of them. The items marked by an asterisk ( * ) may be dropped in the case of less formal meetings. 9

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Meetings

1 2 3 4 5 6 7

The title, date and place of the meeting Apologies for absence * Confirmation of the minutes of the previous meetings Matters arising from the minutes Items for discussion Any other business (AOB) Date, time and place of the next meeting *

1

The title, date and place of the meeting It is not necessary to mention this in the agenda if it is being circulated along with the notice. Otherwise, it needs to be mentioned.

2

Apologies for absence * Members who are unable to attend the meeting send in their apologies to the Chairperson. Their names are read out before the proceedings of the meeting begin.

3

Confirmation of the minutes of the previous meetings The formal procedure of meetings requires that the minutes of the previous meeting be presented before the members for their approval. Generally these minutes are circulated before hand to the members. Any member who wants to make any comment sends it to the secretary in writing or otherwise. If no comments are received, it is assumed that the minutes have been approved and confirmed.

4

Matters arising from the minutes Many a time after the confirmation of the minutes of the previous meeting, some members may raise matters related to or arising from the confirmed minutes. Chairpersons have to be very careful in such cases and allow discussions if the issue is valid. Time should not be wasted on irrelevant issues arising from this.

5

Items for discussion A major share of the time of the meeting is devoted to these items. They are listed on the agenda in an appropriate and logical way. The items should be listed in such a way that the members get a precise idea of the focus of discussion.

6

Any other business (AOB) This item is presented on agendas except those of special or emergency meetings. This item allows the Chairperson to discuss any item left out due to an oversight or issues relating to the items for discussion. Any item not relating to the main agenda should be postponed for discussion to the next meeting.

7

Date, time and place of the next meeting * For organizations which need to meet regularly, this is decided at the end of every meeting so that all the members are informed about the next meeting well in advance.

Sample agenda: 10

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Second Annual General meeting of the Board of Directors of Pashupati Scooters is to be held on March 31st, 2010 at 11:00 a.m. in the Boardroom.

AGENDA 1

Apologies for absence

2

Confirmation of the minutes of the last meeting held on 28.03.2009.

3

Matters arising from the minutes.

4

Invitation from Ministry of Industry for participation in the rescue bid for Scooters India Ltd.

5

Proposal from Marketing for participation in Auto Expo’10 to be held in Milan in June 2010.

6

Report of the sub committee on exports to South East Asia

7

Review of product prices in light of reduction in custom duties

8

Any other business

9

Date of next meeting

Setting the Agenda and Planning a Meeting

Check your progress 2 Answer the following questions briefly. i

Why is an agenda necessary for a meeting? ………………………………………………………………………… …………………………………………………………………………

ii

List at least four things you must keep in mind while preparing the agenda. ………………………………………………………………………… ………………………………………………………………………… …………………………………………………………………………

iii

How are the ‘items for discussions’ listed in the agenda and why? ………………………………………………………………………… ………………………………………………………………………… …………………………………………………………………………

iv

When is it important to mention the date, time and place of the next meeting.

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…………………………………………………………………………

Meetings

………………………………………………………………………… …………………………………………………………………………

24.4 LISTENING: WRITING AN AGENDA Given below is an incomplete agenda of a meeting of the Centre for Pollution Research. Listen carefully to the recording of the start of the meeting made by the Chairperson Dr. Vikram Anand. Fill in the details of the agenda after listening to him. Check your progress 3 CENTRE FOR POLLUTION RESEARCH Annual General Meeting 2nd April 2010; Room Number 23, 1st Floor Time: 2.00 p.m. Agenda 1 2 3 4 5 6

24.5 VOCABULARY: SUFFIX - IZE Activity 2 When we make a category of something we CATEGORIZE. When we give a subsidy, we SUBSIDIZE. The suffix used in both the cases to form the verb is – ize. Using the same suffix – ize, form verbs which have the following meanings: i ii iii iv v vi vii viii

To make a summary To make something legal To introduce computers in an organization for most spheres of activity To make a general statement To have special knowledge about something To put pressure on somebody To convert a Government industry to a private one To make something more rational

24.6 WRITING 12

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Activity 3 1

You are planning to hold a meeting to organize a visit to some historical places in Delhi for all the students. Draft an agenda for the meeting. You can include some of the points given below or add additional points if required.

Setting the Agenda and Planning a Meeting

‐ Date, time, duration of the programme ‐ Places of visit ‐ Transport arrangements ‐ Food arrangements ‐ Who will organize it ‐ Preparation requirements ‐ Cost of trip ‐ Any other issue ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… 2

You are the president of your college union. Write a notice calling a meeting of the executive committee ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............…………………………………………………………………

3

You are the Director of Microparts Computers. Ask your secretary to draft a notice for the Annual General Body meeting of the shareholders to present the accounts for the financial year 2009-10. ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............………………………………………………………………… ..............…………………………………………………………………

24.7 GRAMMAR: PREPOSITIONAL PHRASES Activity 4 Fill in the gaps in the following sentences with prepositional phrases from the list given below: at our expense at last by return mail

by mistake a short notice at a loss

by facts by air

at least at cost price

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Meetings

i

The date of the meeting shouldn’t be changed at such ……………

ii

The notice we were waiting for has arrived………………

iii

The defects in the machine will be repaired …………………..

iv

It wasn’t done intentionally, it happened ……………..

v

There are ……………..ten good reasons to call a meeting of the directors.

vi

The Company was running………………….and so it was closed down.

vii

Please send the letter to me immediately…………………

viii

The goods will be sent to the company immediately …………………..

ix

The dealer is willing to sell the product ……………….

x

Please reply at once ……………….

24.8 PRONUNCIATION: FALLING - RISING TONE The pitch of the voice falls from high/mid to mid/low level and then rises to more or less the same level as at the beginning. This tone is used a lot and has some special functions. This tone is marked above and before the tonic syllable in a tone unit thus. The falling – rising tone This is used in the following tone-units. a

One which picks out part of the foregoing context. Examples: (I thought you both spoke French.) My vbrother does. (D’you like the shapes and colours in this painting?) Well, the vcolours are all right.

b

Statement which shows partial agreement and a kind of reservation on the part of the speaker. Examples: (It is very well written.) vTrue (Can I come and see you?) You can come tovmorrow. (I am not free just now) She 'hasn’t 'done very vwell. (You must admit)

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c

Statement intended to be a warning reproach or to express concern. Examples: It’s 'no good vlying about it. (reproach) You 'mustn’t come vlate. (warning) I’m going to walk on the rope. v Careful. (concern)

Setting the Agenda and Planning a Meeting

I’ll dump your luggage here. v Gently (concern) d

Statement intended to be a ‘correction’ of the information received. Examples: (He speaks six languages.) He speaks vfour. (She has an MA in Geography) in vHistory.

e

Non-terminal tone-group. Examples: v

Generally/we 'go out on `Saturdays.

If you 'want to imvprove/you’ll 'have to work `harder. f

Imperative meant to be a pleading request. Examples: `Don’t be such a ̷pest. `Do complete this by to m orrow. ̷ `Come as soon as you c̷ an.

24.9 LET US SUM UP We have learnt in this unit: • • • • • • • •

The reasons to call a meeting How to plan an effective meeting How to write a notice for a meeting What are the points to include in the notice to make it effective and complete What is an agenda Why is there a need for an agenda How to prepare an agenda How to write an agenda

24.10 ANSWERS Check your progress 1 1

True or False: i False. Meetings help an organization to take decisions based on diverse perspectives.

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Meetings

2

ii iii iv

True True True

i

A meeting can be called for many reasons. It can be called to give information or to report an event. It could be to discuss or debate issues/plans. Meetings are also called to arrive at a decision.

ii

The purpose, process and outcomes approach is used to clarify the reasons for calling a meeting. Participants are informed in advance about the purpose of the meeting, thereafter an overview of the plan of the meeting and what needs to be achieved is shared with them, and the anticipated outcomes of the meeting are carefully worked out.

iii

While planning and preparing a meeting, it is important to decide upon the type of meeting to be called, who all should be asked to attend, the venue of the meeting, suitable date and time, and the agenda for the meeting.

iv

It is important to send a notice for a meeting well in advance as it would give the concerned people sufficient time for preparation. They could also keep themselves free for the meeting.

v

A notice should include details like: the name of the body which is to meet, the nature of the meeting, the day, date, time of the meeting, place and purpose of the meeting, the signature of the secretary, and the date of issue of the notice.

Check your progress 2

16

i

The agenda gives structure to the meeting. It saves time, prevents digressions and helps in achieving the objectives of the meeting within a given time frame.

ii

While preparing an agenda, one should be clear about the purpose of the meeting. It is important to make a rough list of the many things that we intent to discuss at the meeting. It is a good practice to discuss and consult other people in order to generate and incorporate good suggestions. The items on the agenda should be presented logically and coherently.

iii

The ‘items for discussions’ are listed in the agenda in a logical and coherent manner. The members should be able to get a clear idea of the focus of discussion. It is important because a major share of the time of the meeting is devoted to the items listed in the agenda.

iv

It is important for organizations which need to meet regularly to mention the date, time and place of the next meeting in all their agendas.

24.4 Listening: Writing an Agenda (Tape script)

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Dr. Vikram Anand: Good morning everybody. All the members seem to have come in. I think we should begin the meeting now. You must have seen the agenda for today’s meeting. There are basically four main issues that we need to discuss. The first is the appointment of a Chairperson for the project on Water Pollution. I think there are a few applications for this post. We need to scrutinize them carefully before the appointment. Next is allocation of budget for different research wings for the financial year 2010-11. This time the Government has not been very forthcoming with the funds. Third, we need to draw a blueprint on the project to clean the Yamuna River. This is of top priority for the Government because of the directions given by the Supreme Court on this matter. Lastly, a review on the report concerning the level of air pollution, I think Mr. Mukherjee would like to share his views on the first issue. Mr. Mukherjee, please …

Setting the Agenda and Planning a Meeting

Check your progress 3 CENTRE FOR POLLUTION RESEARCH Agenda for the Annual Meeting 2nd April 2010; Room Number 23, 1st Floor Time: 2.00 p.m. 1

Apologies for absence

2

Confirmation of the minutes of the previous meeting held on 23.04.2009

3

Matters arising from the minutes

4

Items for discussion: i Appointment of a Chairperson for the project on Water Pollution ii Allocation of budget for different research wings for the financial year 2009-2010 iii Preparation of a blueprint on the project to clean the river Yamuna iv Review on the report on the level of air pollution

5

Any other business

6

Date of next meeting

Activity 2 Answers are given in Italics i

To make a summary - Summarize

ii

To make something legal - Legalize

iii

To introduce computers in an organization for most spheres of activity - Computerize

iv

To make a general statement - Generalize

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Meetings

v

To have special knowledge about something - Specialize

vi

To put pressure on somebody - Pressurize

vii

To convert a Government industry to a private one - Privatize

viii

To make something more rational - Rationalize

Activity 3 1

DEPARTMENT OF ENGLISH Agenda for meeting – Visit to historical places in Delhi 15th April, 2010, Room Number 11, Block F Time: 2.00 p.m. a b c d

e 2

Apologies for absence Confirmation of the minutes of the previous meetings Matters arising from the minutes Items for discussion: i Date of the proposed visit to be finalized ii Places to be visited iii Transport arrangements iv Election of student-in-charge for the visit v Budget allocation and cost per head Any other issue MEETING OF THE EXECUTIVE COMMITTEE STUDENTS’ UNION (ST.XAVIER’S COLLEGE)

A meeting of the Executive Committee of the Students’ Union, St. Xavier’s College will be held on 26th April, 2010 at the Conference Room, Ground Floor, Chemistry Block, St. Xavier’s College, Ranchi at 11.30 a.m. The agenda of the meeting is enclosed. 12th April, 2010 3

President

Annual General Body Meeting of Shareholders Microparts Computers The Annual General Body Meeting of the Shareholders to present the accounts for the financial year 2009-10 will be held on 26th March, 2010 at the Conference Hall, Dev Nandan Towers, 4th Floor, Iskon Marg, Jaipur at 11.00 a.m. The agenda of the meeting is enclosed. 22nd April, 2010

Secretary

Activity 4 Missing words are given in bold:

18

i ii iii

The date of the meeting shouldn’t be changed at such short notice. The notice we were waiting for has arrived at last. The defects in the machine will be repaired at our expense.

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iv v vi vii viii ix x

It wasn’t done intentionally, it happened by mistake. There are at least ten good reasons to call a meeting of the directors. The Company was running at a loss and so it was closed down. Please send the letter to me immediately by fax. The goods will be sent to the company immediately by air. The dealer is willing to sell the product at cost price. Please reply at once by return mail.

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UNIT 25: TYPES OF MEETINGS Structure 25.0 25.1 25.2 25.3 25.4 25.5 25.6 25.7 25.8 25.9

Objectives Warm up Reading Vocabulary: Types of Meeting Listening: Chief Characteristics of Successful Business Meetings Writing Grammar: Articles Pronunciation: Rising-Falling Tone Let Us Sum Up Answers

25.0 OBJECTIVES In this unit you will read about: • • • • • •

Different types of meetings Difference between formal meetings and informal meetings Kinds of formal meetings Requirements of formal meetings Kinds of informal meetings Requirements of informal meetings

25.1 WARM UP Activity 1 Look at the pictures below. Work in pairs and answer the questions that follow.

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i

What do you think is happening in each photo? …………………….……………………………………………………. …………………….……………………………………………………. …………………….…………………………………………………….

ii

If you had to attend a meeting, which meeting would you be most comfortable attending? Give reasons. …………………….……………………………………………………. …………………….……………………………………………………. …………………….…………………………………………………….

iii

Which of these meetings have you never attended and why? …………………….……………………………………………………. …………………….……………………………………………………. …………………….…………………………………………………….

25.2 READING: TYPES OF MEETINGS Read the following passage and answer the questions that follow. In our professional life we often attend meetings, both formal and informal. Some meetings are well planned, others may be impromptu. Attending weekly, monthly or yearly meetings can be part of our professional life. Basically, there are two kinds of meetings: namely formal and informal. Certain rules and regulations as laid down in a company’s constitution need to be followed to conduct formal meetings. Some of the usual requirements needed to validate a meeting are: − − −

Circulation of agenda before the meeting Quorum must be complete Minutes of the meeting must be recorded

Some of the formal meetings generally conducted in the formal arena are: Œ

Annual General Meeting

Œ

Statutory Meeting

Œ

Board Meeting The Annual General Meeting (AGM) The Annual General Meeting as the name suggests is held once a year by a company or organization. All shareholders of the company are invited to attend the meeting. This meeting informs the members about the performance of the company over the year together with placing the balance sheet of the company reflecting the profit and loss of the company and if required any other urgent or relevant matter. 21

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Statutory Meetings Statutory Meetings are held so that the directors of the company together with the shareholders can discuss and consider special reports. Most companies are required by law to hold these meetings.

Meetings

Board Meetings Board meetings are held whenever an organization deems it necessary for discussing and debating issues concerning the organization. The Chairperson of the Company chairs the meeting and it is generally attended by all the directors/members of the board. Informal meetings on the contrary are not required to fulfill any formal procedures. Agendas may be circulated if necessary and minutes recorded but there are no statutory bindings on such meetings. Some of the informal meetings held in a company are: Œ Œ Œ

Management Meetings Departmental Meetings Working Parties Management Meetings Management meetings are generally attended by the managers of the different departments of an organization. They may meet to discuss on a specific issue, report on the progress of any work or debate and discuss on the reports received of any completed or ongoing project and also decide further course of action of the organization. Departmental Meetings Departmental meetings as the name suggests are generally attended by members of a particular department to debate, discuss, inform or report on any matter. Working Parties Working parties are set up to work together on a specific project, and to report the progress and further course of action of the project.

Check your progress 1 Answer these questions on the basis of what you have read in the passage. Write the answers in your own words as far as possible. i

What are the two basic kinds of meetings we encounter in our professional life? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

ii

What are the basic requirements of a formal meeting? …………………………………………………………………………..

22

…………………………………………………………………………..

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………………………………………………………………………….. iii

Why is it important to fulfill the requirements in a formal meeting? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

iv

List some of the formal and informal meetings we need to attend in our life. ………………………………………………………………………….. …………………………………………………………………………..

v

List some of the basic differences between AGM, Statutory Meetings and Board Meetings. AGM

vi

Statutory Meetings

Board Meetings

Write down at least two similarities between management meetings, departmental meetings and working parties. ………………………………………………………………………….. …………………………………………………………………………..

25.3 VOCABULARY Activity 2 1

Choose the right words from those in bold to complete the conversation:

Shikha:

It is important that we argue/discuss the problem of quality control in production with Mr. Jain. Basic/Basically we have two choices. We either go for mass production or/and limit production and control the quality. Manisha would you like to share your/yours views on this?

Manisha:

Well it is important to deliver the product to the customers. I think/propose that we go ahead with mass production.

Shikha:

How do you think/feel about that Mr. Sinha?

Mr. Sinha: I don’t agree/disagree with it. We need to control the quality of the product. Manisha:

But we haven’t got time. Aren’t/Don’t you agree Shikha? 23

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Shikha: 2

No, I think Mr. Sinha has right /is right. We need to take care of the quality of the product.

Complete the passage using the correct words from the box below. well reasoned

informal

proposal

Englishmen

opinion

views

agenda

alternatives

participants

agree

waste

decisions

There are generally different kinds of meetings, and the behaviour of the participants can vary from country to country. In France, meetings are held to coordinate issues rather than to discuss ……………………………or arrive at decisions. They follow the detailed .………………..and the views expressed are ……………….. rather than spontaneous. The same holds true for formal meetings in Germany where you should be well prepared if you want to express your opinion. On the contrary, in UK, the participants often come for meetings unprepared and do not read either the agenda or the documents circulated before hand, if any. But this does not prevent an …………………. from expressing an ……………………..or putting forward a …………………………... Everyone is expected to express their In Italy meetings are more …………………. in nature. They do not usually follow an agenda and ……………………..come and go when they please. In fact Italian meetings are more like social gatherings rather than a meeting. It is very different in Spain, where meetings do not help in creating a team spirit. The Spanish are more independent in nature and prefer to make ……………………on their own. Meetings here are a …………………..of time because it is impossible to get everyone to …………………..to any one decision.

25.4 LISTENING: CHIEF CHARACTERISTICS OF SUCCESSFUL BUSINESS MEETINGS Check your progress 2 Listen to the opinion of Mr. Amrish Shukla, a Chartered Accountant talking about the chief characteristics of successful business meetings. Look at the points given below and number them according to the priority given by him. Some of the points may be irrelevant. Put a cross ( X ) against them.

24

i

Clear Objectives – known to everyone

ii

There is a written agenda

iii

Respect for time available/time planning

iv

Effective Chairperson

v

Emotions and tempers kept under control

vi

Good preparation by all members

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vii

Reaching the objectives

viii

Everyone says what they want to say

25.5 WRITING Activity 3 Given below are different situations/problems. You need to read them carefully and then write what you think would be the right course of action in 50 – 60 words. An answer to (ii) is given as a sample in Answers section. i

CFL, a bulb manufacturing company wants to set up a new plant in West Bengal to meet the demands of production. The company does not have adequate funds. The Chairman calls a meeting of the directors to solve the problem.

ii

Rented space in Delhi has become very expensive. An IT company wants to cut down on costs. What should it do?

iii

A reputed TV company’s rival has cut down on the cost of its TV sets by 25%. This is affecting the sales of the reputed TV company. The Manager (Marketing) calls an emergency meeting to solve the problem.

25.6 GRAMMAR: ARTICLES Lead in: The larger a meeting, the more difficult it becomes to reach at a decision. The ideal size of a meeting depends on the purpose of the meeting. If the meeting has been called to give Ǿ information to the members, the number of participants do not matter. But if a meeting has been called to take a decision on any matter, it is Ǿ advisable to call just a few individuals for it. All Ǿ meetings have something in Ǿ common. The most important is the agenda. The next is the role of the Chairperson. An efficient chairperson will adhere to the agenda and time and focus only on the purpose, and reaching the desired objectives of the meeting. Rules A and an underlined in these sentences are called indefinite articles. Articles are placed at the beginning of a noun or noun phrase. We use a/an only with singular noun/noun phrase. Note in the sentences given above, the noun in the noun phrase can be counted, e.g. meetings, members (not given in para with a/an) A/an is not used before uncountable nouns e.g. information, agenda, individuals, etc. A/an is not used before a proper noun e.g. before Varanasi.

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An is used before countable nouns/noun phrases beginning with vowels, or vowel sounds, e.g. an elephant. Use of ‘the’: Definite Article We use the at the beginning of a noun or a noun phrase: The most common use of the is to refer to a person/thing/event that has been mentioned once. Example:

The ideal size of a meeting depends on the purpose of the meeting.

The is used to refer to things which are unique, i.e. things of which there is only one in the universe. Example:

the sun, the Earth, the Himalayas, the Ganga, etc.

Uniqueness of the objects may also arise because of the immediate context which is specific to the speaker and the listener. Example:

The chairperson (in a meeting).

We use the before countable nouns when we wish to refer to the whole system, Example:

“Who invented the computer?”

The is used before Nationality: Example:

the Spanish, the Italians, the French

The names of regions, islands, oceans and newspapers generally have the before them: Example:

the Middle East, the Andaman and Nikobar islands, the Atlantic Ocean, the Times of India.

In superlative constructions: Example:

the fastest, the most expensive, the best, the worst

No Article (shown as Ǿ in the Lead in paragraphs) We do not use an article with certain types of nouns, such as school subjects and abstract nouns. Example:

Chemistry is my favourite subject.

Check your progress 3 26

1

Read the passage and insert a/an, the at the appropriate place.

455

Hina: Right, you all know why I’ve called this meeting. The Funtime Park has had ………… serious drop in income over ………….. last 6 months. Liza has circulated ……… report in which she makes it clear that she feels this is only …….. temporary setback and she expects ………… Park to return to profitability in ……… first half of next year. Now, we have three options facing us: one is to close ………… Park completely; ……….. second is to keep it open but on ……….. much reduced scale and therefore cut cost and ……… third, is to continue as before. I think we’ve all had time to analyze the figures so I’d like to confine this meeting to your assessment and conclusions. Hiten, how do you see it? Hiten: Very dimly, I’m afraid. I see no evidence that the Park will return to profitability next year or for that matter at any time in the foreseeable future... Liza: I don’t believe you have read ………… single word… Hina: Liza, you’ll have ………….. chance to give us your point of view in …………. second. Let Hiten finish first… Hiten: Right, as I was saying I’m afraid Funtime is ………lost cause. We’ve already lost nearly Rs. 4,00,000 in the last 4 months. We can’t afford to continue absorbing those sorts of losses. I think we should close it down as soon as possible and liquidize our assets. Hina: So, let me just summarize. Hiten is for closing ……… park as soon as possible and selling off ………….land and property. Is that right? 2

Fill in the gaps in the paragraphs with a, an, the, Ǿ (no article) All meetings have something in common. …………most important is ………. agenda, ……….. next is the role of ………..Chairperson. ……… efficient chairperson will adhere to ……….agenda and time, and focus only on ………. purpose and reaching the desired objectives of ………… meeting.

25.7 PRONUNCIATION: RISING-FALLING TONE The pitch of the voice rises from mid/low level to high/mid and then falls again to mid/low level. This tone is marked above and before the tonic syllable in a tone unit thus – [ ∧ ] The rising-falling tone is used in: a

Statement showing enthusiastic agreement Examples:

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Meetings

(Are you go′ing to help me?) Of ʌcourse It was 'so disʌgusting (D’you 'like this c̷ olour?) ʌYes b

Exclamations expressing sarcasm, irony Examples: 'Good ʌmorning (ironical) (I’ve been `thinking of you.) Oh ʌreally. (sarcasm)

c

Questions showing suspicion, indignation, incredulity, or mockery Examples: 'What has he been ʌup to? (suspicious) 'Will you be 'able to comʌplete it? (suspicious) Oh, it’s 'absolutely disʌgusting. (indignation)

25.8 LET US SUM UP In this unit we have studied: • • • •

different types of meetings the difference between formal and informal meetings various kinds of formal and informal meetings requirements of validating formal meetings

25.9 ANSWERS Check your progress 1 i

Basically there are two kinds of meetings that we encounter in our professional life: • •

ii

Some of the basic requirements needed to validate a formal meeting are laid down in a company’s constitution as certain rules and regulations that need to be followed. They are as follows. • • •

iii

28

formal meetings informal meetings

Circulation of agenda before the meeting Quorum,(i.e. the minimum number of members necessary to conduct the business of that group) must be complete Minutes of the meeting must be recorded

It is important to fulfill the requirements in a formal meeting to establish its validity. The circulation of the agenda will ensure that at least there is a quorum at the meeting. When the proceedings of the meeting are recorded it can be used for future reference.

457

iv

Following are some of the formal and informal meetings we need to attend in our life. Formal meetings:

Annual General Meeting Statutory Meeting Board Meeting

Informal meetings: Management Meetings Departmental Meetings Working Parties v

vi

Some of the basic differences between AGM, Statutory Meetings and Board Meetings. AGM All shareholders of the company are invited to attend the meeting.

Statutory Meeting The directors of the company together with the shareholders attend the meeting.

Board Meeting The Chairperson of the company and all the directors/ members of the board attend.

Held once a year.

Between the first and sixth month from the date on which the company commences business.

Held as and when deemed necessary to discuss and debate issues.

The similarities between management meetings and working parties: − −

meetings,

departmental

They are held to discuss and debate a specific issue or report. To decide the further course of action.

Activity 2 1

Correct answers have been highlighted. Shikha:

It is important that we argue/discuss the problem of quality control in production with Mr. Jain. Basic/ Basically we have two choices. We either go for mass production or/and limit production and control the quality. Manisha would you like to share your/yours views on this. Manisha: Well it is important to deliver the product to the customers. I think/propose that we go ahead with mass production. Shikha: How do you think/feel about that Mr. Sinha? Mr. Sinha: I don’t agree/disagree with it. We need to control the quality of the product. Manisha: But we haven’t got time. Aren’t/Don’t you agree Shikha? Shikha: No, I think Mr. Sinha has /is right. We need to take care of the quality of the product. 2

Missing words are given in bold: 29

458

There are generally different kinds of meetings, and the behaviour of the participants can vary from country to country. In France, meetings are held to coordinate issues rather than to discuss alternatives or arrive at decisions. They follow the detailed agenda and the views expressed are well-reasoned rather than spontaneous. The same holds true for formal meetings in Germany where you should be well prepared if you want to express your opinion.

Meetings

On the contrary, in UK, the participants often come for meetings unprepared and do not read either the agenda or the documents circulated before hand, if any. But this does not prevent an Englishman from expressing an opinion or putting forward a proposal. Everyone is expected to express their views. In Italy meetings are more informal in nature. They do not usually follow an agenda and participants come and go when they please. In fact Italian meetings are more like social gatherings rather than a meeting. It is very different in Spain, where meetings do not help in creating a team spirit. The Spanish are more independent in nature and prefer to make decisions on their own. Meetings here are a waste of time because it is impossible to get everyone to agree to any one decision 25.4

Listening: Chief Characteristics of Successful Business Meetings (Tape Script)

Mr. Amrish Shukla: In my opinion it is important that all the members are well prepared for the meeting. Since the agenda is circulated before hand, everyone should come prepared. It is not possible to prepare oneself if it is an emergency meeting. The next issue which everyone should be clear about is the objectives of the meeting. The role of the chairperson is very important to make the meeting successful. The chairperson should control the meeting together with focusing on the objectives and agenda of the meeting. Management of time is also important. Meetings should begin and end on time. Check your progress 2 i

Clear Objectives – known to everyone - 3

ii

There is a written agenda - 1

iii

Respect for time available/time planning - 5

iv

Effective Chairperson - 4

v

Emotions and tempers kept under control – ( X )

vi

Good preparation by all members - 2

vii

Reaching the objectives ( X )

viii

Everyone says what they want to say ( X )

Activity 3 30

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ii

The company can relocate to the outskirts or semi-urban areas where the rentals are lower. If relocating is not an option then they’ll have to cut costs on incentives like car allowance given to the employees. Carpooling should be encouraged. Encourage limited use of paper by taking print outs only if necessary. Telephone allowance can be limited. The company could make optimum use of the space available to it and then sublet the space it isn’t using to other companies. Operation charges can be reduced by shutting down computers after office hours instead of just locking it using the ctrl+alt+del keys. Check your progress 3 1

Completed paragraph with a/an, the at the appropriate place. Hina: Right, you all know why I’ve called this meeting. The Funtime Park has had a serious drop in income over the last 6 months. Liza has circulated the report in which she makes it clear that she feels this is only a temporary setback and she expects the Park to return to profitability in the first half of next year. Now, we have three options facing us: one is to close the Park completely; the second is to keep it open but on a much reduced scale and therefore cut cost and the third, is to continue as before. I think we’ve all had time to analyze the figures so I’d like to confine this meeting to your assessment and conclusions. Hiten, how do you see it? Hiten: Very dimly, I’m afraid. I see no evidence that the park will return to profitability next year or for that matter at any time in the foreseeable future... Liza: I don’t believe you have read a single word… Hina: Liza, you’ll have a chance to give us your point of view in a second. Let Hiten finish first… Hiten: Right, as I was saying I’m afraid Funtime is a lost cause. We’ve already lost nearly Rs. 4,00,000 in the last 4 months. We can’t afford to continue absorbing those sorts of losses. I think we should close it down as soon as possible and liquidize our assets. Hina: So, let me just summarize. Hiten is for closing the Park as soon as possible and selling off the land and property. Is that right?

2

Completed paragraphs with a, an, the, Ǿ (no article) in bold: All meetings have something in common. Ǿ most important is the agenda, Ǿ next is the role of the Chairperson. An efficient chairperson will adhere to the agenda and time, and focus only on the purpose and reaching the desired objectives of the meeting. 31

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UNIT 26: CONDUCTING AND PARTICIPATING IN MEETINGS-I: ROLE OF THE CHAIRPERSON Structure 26.0 26.1 26.2 26.3 26.4 26.5 26.6 26.7 26.8 26.9 26.10

Objectives Warm up Reading: Conducting Meetings – Role of the Chairperson Speaking and Listening Speaking Vocabulary Writing and speaking Grammar: Modals Indicating Obligation Pronunciation: Modulation of Voice Let Us Sum Up Answers

26.0 OBJECTIVES In this unit you will learn about the role of the Chairperson at the beginning of the meeting while the meeting is on at the end of the meeting

26.1 WARM UP

Activity 1 Look at the picture given above. Obviously, it is of a meeting. Work in pairs and discuss your observations with your partner. List them out and then share it with everybody in the class at the Study Centre. ……………………………………….………………………………………… ……………………………………….………………………………………… 32

……………………………………….…………………………………………

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……………………………………….………………………………………… ……………………………………….………………………………………… ……………………………………….…………………………………………

26.2 READING: CONDUCTING MEETINGS – ROLE OF THE CHAIRPERSON Read the passage carefully: All of us need to participate in meetings in our professional lives. Meetings can range from being extremely formal to extremely informal. In both cases it will require communication − and the success of a meeting will depend largely in the way we communicate. The role of the chairperson is of utmost importance to achieve the goals and objectives of a meeting. S/he has to play the role of a facilitator and a controller while conducting a meeting. One of the most important issues while conducting a meeting is to follow the accepted rules of conduct also called the parliamentary procedure. It consists of: -

Transact business efficiently Protect individual rights Maintain order Preserve a spirit of harmony Accomplish team and organizational goals

The Chairperson is aware both about the purpose and goals of the meeting. The agenda helps him/her to achieve the objectives of a meeting. A good meeting is an exchange of ideas, discussions and debates. An effective Chairperson generally will guide, mediate, probe, stimulate and summarize a meeting. Rigidity or a domineering personality will not make a good Chairperson, nor will a passive or an over accommodating person be an effective leader. Given below are some of the do’s and don’ts which an effective Chairperson needs to observe for conducting the meeting successfully. i

Follow the agenda: S/he should follow the agenda item by item. Sometimes the participants may stray from the main issue while putting forward their viewpoint. As a Chairperson, s/he should try to bring the meeting on track. If there are items not included in the agenda which require a discussion, s/he can decide to take them up in the ‘any other matter’ section or ‘any other business’ section or postpone it to a future meeting. The Chairperson should allow discussion on the items serially as they appear on the agenda because they have been arranged logically. Repetition and unwarranted comments should not be allowed. Using his/ her judgment, the Chairperson can permit detailed discussions on some agenda items and not allow excessive detailed discussions or comments on other items.

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ii

34

But the discussion should not be stopped till all the important views have been discussed and thrashed out. Be punctual: The Chairperson must be on time for the meeting and start the meeting on time. S/he need not wait for latecomers however important they may be. It sets a bad precedent and the other members who usually come on time may decide to come in late for the next meeting. Moreover if the meeting begins on time it can also conclude on time.

iii

Purpose of the meeting should be defined: It is always a good idea to define the purpose of a meeting. Although most members may have gone through the agenda, there is no harm in repeating the purpose. It not only refreshes the agenda but helps in keeping the meeting more focused.

iv

Have a positive approach: The opening remarks made by the Chairperson sets the mood of the meeting. The Chairperson should begin on a positive and optimistic note. This will relax the other participants and they may be more receptive and accommodating leading to a positive discussion and a fruitful and acceptable solution.

v

Be a patient and sensitive listener: It is very important for the Chairperson to be patient in his/her behavior. S/he has to actively listen to the viewpoints of all the members and then respond or summarize accordingly.

vi

An impartial attitude: Many times there can be a heated discussion or argument among the members. The Chairperson needs to resolve this impartially and in an amicable way without hurting the sentiments of any participants.

vii

Encourage participation: The Chairperson should try to elicit responses from all the members. Many times some members are reticent and do not feel confident enough to speak up. The Chairperson should encourage such people to give their opinion or viewpoint. This not only validates all the decisions taken by the group but may also add new dimensions to the ongoing discussion. There are some members who do not speak during the discussion but have a lot of sarcastic and critical comments to make after the meeting is over. Such members should be cajoled and encouraged to speak up so that they have no moral right to criticize the decisions taken at the meeting.

viii

Control and yet have a democratic approach: The Chairperson should not encourage interruption when a person is speaking. S/he should also allow people with divergent views to speak up. The Chairperson should follow the path of conflict and resolution. S/he needs to control the meeting not only in terms of participation but also in terms of time. Some members try to dominate the proceedings of the meeting. They speak in a loud and aggressive manner and do not give an opportunity to others to speak. Such members need to be controlled firmly yet politely. They should be allowed to talk as long as they are contributing positively but must be interrupted or stopped if they

463

digress from the main issue. This is one of the most difficult tasks for the Chairperson to handle but it has to be done tactfully. ix

Summarize after every item: It is important that the Chairperson summarizes the discussion after each item of the agenda. If the participants have any doubt, s/he can clarify them and simultaneously summarize the decisions taken by the members.

x

Good manager of time: The Chairperson has to maintain the time schedule. S/he cannot allow a meeting to carry on endlessly. S/he has to decide before hand the time s/he will allot for each item on the agenda and the time given to each speaker to express his/her opinion. If there are conflicting views, s/he can call for a vote to resolve the issue rather than allow endless discussions. It is useful to remind the members of the time factor in between discussions. Long meetings can be very frustrating and tiring for the members.

xi

Closing a meeting effectively: While concluding a meeting the Chairperson should tie up loose ends. S/he can summarize the decisions arrived at and also list the actions to be taken. This ensures that all the members know the decisions, agree to it and clarify any doubts or misunderstandings.

xii

Follow up action: All the participants should be sent a copy of the minutes which reflect the decisions taken, the course of action and the responsibilities of individuals. The Minutes actually reflect the achievements of the meeting and is a very important document in all formal meetings.

The Chairperson has a very important role to play at the beginning, during and at the end of a meeting. Most successful meetings are a reflection of the professionalism and the efficiency of the Chairperson. Check your progress 1 Answer the following questions briefly: i

Why is the role of a chairperson so important in a meeting? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

ii

What is the ‘parliamentary procedure’ to conduct a meeting? ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

iii

List at least five do’s and don’ts that a Chairperson has to observe for conducting a meeting effectively. ………………………………………………………………………….. …………………………………………………………………………..

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…………………………………………………………………………..

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………………………………………………………………………….. iv

Why is it important to encourage participation of all members in a meeting ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

v

How will a Chairperson resolve conflicting views on an issue successfully? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

vi

Which according to you are the three most important things a Chairperson needs to observe while conducting a meeting and why? ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. ………………………………………………………………………….. …………………………………………………………………………..

26.3 SPEAKING AND LISTENING You will now listen to the recording of a meeting chaired by Mr. Singh. The other members present are Mr. Dixit, Ms. Chawla, Mr. Phookan, Mr. Reddy and Ms. Sen. Check your progress 2 Given below is a list of the functions which a Chairperson performs in a meeting. After listening to the tape script tick the functions which the Chairperson has performed in the meeting:

36

i ii iii iv v vi vii viii ix x xi

Welcomes people to the meeting Makes sure the meeting begins on time Talks about the objectives of the meeting Refers to the agenda Refers to the previous meeting Invites the first speaker to begin Does not allow anybody to interrupt Does not deviate from the subject of the meeting Asks for other people’s opinion Gives his/her own opinion Summarizes the main points

465

xii xiii xiv xv

Closes the meeting Is rude and impolite Gives everyone a chance to speak Thanks people for coming

26.4 SPEAKING Activity 2 Given below are certain problems which any organization may encounter. Work in groups of four and suggest at least two to three solutions to the problems. i

DGL, a construction company in Chennai is going to have a meeting with a German company but none of the members can speak German. What should they do? ………………………….……………………………………………… ………………………….……………………………………………… ………………………….……………………………………………… ………………………….……………………………………………… ………………………….………………………………………………

ii

Punctuality has become a casualty in a courier company. What should we do? ………………………….……………………………………………… ………………………….……………………………………………… ………………………….……………………………………………… ………………………….……………………………………………… ………………………….………………………………………………

iii

The profit margins of our TV Company are decreasing day by day. What should we do to increase the sales? ………………………….……………………………………………… ………………………….……………………………………………… ………………………….……………………………………………… ………………………….……………………………………………… ………………………….………………………………………………

26.5 VOCABULARY Given below is a list of phrases used by the Chairperson in different situations. -

Thank you for coming… Let’s start the meeting… Any questions before we begin… Hope you all have seen the agenda…

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-

There are basically two issues to discuss… Our objectives today are to discuss… The issues to be discussed are… We need to analyze the issue of… Would you like to begin Mr.…. Any questions Ms… Your views on it Ms… Please do not interrupt Mr.… Sorry, please allow him to complete… Can we move on to the next… Let’s move on to the next issue. To summarize… I think we have decided … I think we can close the meeting now.

Check your progress 3 1

2

Suggest phrases / expressions which the Chairperson could use in the following situations. You can take help from the phrases/ expressions given above. i

To welcome the members to the meeting ……………………...

ii

To talk about the objectives ………..…………….…………...

iii

To state the agenda ………..………………………………........

iv

To introduce the first speaker ………..……………………........

v

To stop an interruption ………..……………………..................

vi

To invite another speaker to talk ………..……………………...

vii

To summarize the proceedings/ discussion ………..…………...

viii

To thank any speaker/ member ………..…………………….....

Given below are small extracts of conversation between people. Fill in the blanks with the correct phrases and sentences from the list below: Do we all agree? Shall we move on…? …we need to discuss…

38

…I didn’t follow what you said. Shall we begin?

i

I think all the members are here …………………………….. ?

ii

A: The budget for advertising our product is only 5% of the total budget and we need to pay service tax of 2% together with VAT of 7% and miscellaneous expenditure to the tune of Rs.40,000.

iii

B: I am sorry,…………………………………….

iv

There are five items on the agenda. Firstly, …………………… the problem of salary cut of employees.

467

v

We have no choice but to increase the price of the product. ………………………? Good let’s move on.

vi

The members have already debated on this item for a long time………………………..to the next item?

26.6 WRITING AND SPEAKING Check your progress 4 1

Write at least three statements which you think are appropriate for a chairperson to open a formal meeting. …….……………….…………………………………………………… ….....……………….…………………………………………………… …..…..…………….…………………………………………………….

2

Write at least three appropriate statements to begin an informal meeting. …….……………….…………………………………………………… ….....……………….…………………………………………………… …..…..…………….…………………………………………………….

3

Given below is an outline of a series of statements which a Chairperson has to make before formally closing the meeting. Suggest relevant phrases or statements which the Chairperson can make while closing the meeting. To make the statements sound more realistic you can refer to names or other details if required. i

To indicate that the meeting is over.

ii

To inquire if anybody has anything else to say.

iii

To summarize the decisions.

iv

To ask if everyone validates the decisions.

v

To state the next course of action

vi

To express gratitude to the members.

26.7 GRAMMAR: MODALS INDICATING OBLIGATION Look at the following sentences from the reading passage: i ii iii iv v

The chairperson should follow the agenda item by item. You really ought to apologize. You were in the wrong. (not in the text) The chairperson must be on time for the meeting… Many times there can be a heated discussion among members. The chairperson needs to resolve this impartially… The chairperson has to maintain the time schedule…

Functions:

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Meetings

Œ Œ Œ

Should and ought to express obligation, duty or advice. Though they are very similar in meaning and can sometimes be interchangeable, ought to suggest moral obligation rather than mere advisability. Must expresses an internal obligation which comes from the speaker. Have to expresses an external obligation, which is more remote and impersonal. Need to expresses a weaker obligation than must or have to.

Check your progress 5 Rewrite the following sentences by replacing the part underlined with the correct form of one of modals discussed. i

Perhaps it would have been wise to think of the consequences before you were rude to the boss.

Ans.

You should have thought of the consequences before you were rude to the boss.

ii

Do you think it would be advisable for me to book for the IPL tickets in advance? …………………………………………………………………………..

iii

Is it really necessary for you to come to my desk for every little thing? …………………………………………………………………………..

iv

Don’t bother to give me a receipt; I’ll only throw it in the dustbin. …………………………………………………………………………..

v

It wasn’t necessary to buy all that stationery; we were any way moving office within a month. …………………………………………………………………………..

vi

If you want to apply for a scholarship, it is compulsory to fill in this form. …………………………………………………………………………..

vii

It is important for me to come to a decision soon. …………………………………………………………………………..

viii

I was supposed to complete the work by today, but due to some personal reasons I couldn’t.

26.8 PRONUNCIATION: MODULATION OF VOICE

40

When we speak of modulating our voice we mean that we have to vary the pitch of the voice so as to make our presentation interesting to the audience. If we speak on a level pitch throughout what we say sounds monotonous. What do we mean by variation in pitch? Pitch can vary from a high level to a low level within the pitch range of an individual speaker. Look at the following sentences, for example. Listen to them on the audio recording.

469

1 2 3 4

In the middle of the meeting / he had to leave. Several days ago I saw him sitting in the park. There was an accident in the neighbourhood. We’re in the process of finalizing the arrangements.

Notice that in sentences 1, 3 and 4 the first two or three words are not stressed and are not important for the meaning. They are, therefore, said on a lower pitch than the stressed words that follow them. The higher pitch on the stressed words makes them more prominent than the unstressed words. Similarly, the nucleuses are heard as the most prominent because of the pitch movement from high to low or low to high. Thus the speaker draws the listener’s attention to those parts of the message that are important for meaning by saying them on a higher pitch than those that are not important for meaning. In sentence 2 the first two words are important and so the first part of the utterance begins on a high pitch dips to a lower pitch on the unstressed syllable a in ago and the pitch moves from low to high on go. Notice that the unstressed syllables I, him, in the, are on a slightly lower pitch than the stressed syllables that precede and follow them. Just as we vary the pitch of the voice to focus on those words that convey the meaning of short utterances, we need to vary the pitch of the voice on longer utterances. A relatively less important remark, or an aside can for example, be separated from the main body of a talk by being said on a lower pitch.

26.9 LET US SUM UP In this unit we have read about: • • • • • •

the importance of the Chairperson for an effective and successful meeting his/her impartial role towards the other members which encourages participation the need to adhere to the agenda how to conduct the meeting democratically how to close a meeting effectively necessity of follow up action

26.10 ANSWERS Check your progress 1 i

The role of a chairperson is of utmost importance to achieve the goals objectives of a meeting. S/he has to play the role of a facilitator and a controller while conducting a meeting. The proper functioning of a meeting depends largely on the chairperson.

ii

The parliamentary procedure of conducting a meeting follows the accepted rules of conduct. It consists of transacting business efficiently, protecting individual rights, maintaining order, preserving a 41

470

spirit of harmony, and at the same time accomplishing team and organizational goals.

Meetings

iii

Some of the do’s that a Chairperson has to observe for conducting a meeting effectively: Œ

following the agenda item by item,

Œ

being punctual,

Œ

defining the purpose of the meeting by repeating the agenda,

Œ

having a positive approach, etc.

Some important don’ts to be followed by a Chairperson while conducting a meeting: Œ

s/he should not be late for the meeting;

Œ

s/he should not stop the discussion till all the important views have been discussed;

Œ

s/he should not be impatient and insensitive while listening to any of the speakers;

42

Œ

s/he should not be partial to anyone in particular,

Œ

s/he should not be autocratically controlling, etc.

iv

It is important to encourage the participation of all members in a meeting because it would help to validate all the decisions taken by the group and at the same time may also add new dimensions to the discussion. Some people don’t speak during the meeting but later make sarcastic and critical comments after the meeting. If such people are encouraged to speak during the meeting, they would have no moral right to be critical of the decisions taken during the meeting.

v

A Chairperson can resolve conflicting views on an issue successfully by being in control and at the same time have a democratic approach. Aggressive and dominating speakers should be controlled firmly yet politely. S/he should tactfully interrupt when someone digresses from the main issue. All this should be done by keeping the time frame in mind.

vi

There are many important things a Chairperson needs to observe while conducting a meeting. The Chairperson needs to follow the agenda thereby keeping the discussions on track. S/he should be punctual so that the meeting begins on time and concludes on time. Having a positive approach is of utmost importance as a positive and optimistic note would help the participants to be relaxed, receptive and accommodating leading to a positive discussion and a fruitful and acceptable solution.

26.3

Speaking and Listening (Tape script)

471

Mr. Singh:

Good morning everybody, welcome to today’s meeting. I think we should begin the meeting. It is 11 o’clock.

Voices:

Yes/ Right/ Sure.

Mr. Singh:

Well we are meeting to discuss the declining sales of our electronic goods especially washing machines and DVD players. Everybody must have gone through the agenda. Does anyone have any specific comment to make before we begin the meeting? No/ Please Begin.

Voices: Mr. Singh:

Right, I request Mr. Dixit who is the head of the marketing division of the company to share his views.

Mr. Dixit:

Thank you Mr. Singh. Well it is quite distressing to see the sudden fall in the sales. I will like to first discuss the problem and then try to arrive at a solution which I think is appropriate.

Ms. Sen:

But, Mr. Dixit, don’t you think we should first …

Mr. Singh:

Ms. Sen, please don’t interrupt now. You will be given adequate time to express your views.

Mr. Dixit:

Well I think the global recession has played a major role in the decline of our sales. Most companies are facing a similar problem, the reason being salary cuts and loss of jobs across the workforce of our country. This decline does not reflect our lack of efficiency or commitment towards the company. First, we need to reduce our profit margins by 10%. This will automatically lead to a cut in the price of the goods. We also need to advertise our products more aggressively. We should create some customer friendly schemes and plans.

Ms. Sen:

I’m sorry Mr. Dixit; most of what you are saying has already…

Mr. Singh:

Sorry Ms. Sen, why don’t you allow Mr. Dixit to finish?

Mr. Dixit:

I also want to add that we need to upgrade our products and cater to the needs of the younger generation. Mr.Phookan: I would like to add something to what Mr. Dixit is saying. Mr. Singh:

Of Course Mr. Phookan, you will be given an opportunity to voice your opinion.

Mr. Reddy:

I agree with Mr. Dixit completely.

Mr. Singh:

So let me summarize what you are saying. Sales have come down because of recession, high prices of products and lack of up gradation of products.

Mr. Dixit:

Precisely. 43

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Meetings

Mr. Singh:

Does anyone else have anything else to say. ………………………………………………………………… ……………….………………………………………………

Mr. Singh:

Thank you everyone for coming to the meeting and participating in a fruitful discussion.

Check your progress 2 List of the functions which the Chairperson has performed in the meeting: i

Welcomes people to the meeting

√

ii

Makes sure the meeting begins on time

√

iii

Talks about the objectives of the meeting

√

iv

Refers to the agenda

√

v

Refers to the previous meeting

X

vi

Invites the first speaker to begin

√

vii

Does not allow anybody to interrupt

√

viii

Does not deviate from the subject of the meeting

√

ix

Asks for other people’s opinion

√

x

Gives his/her own opinion

√

xi

Summarizes the main points

√

xii

Closes the meeting

√

xiii

Is rude and impolite

X

xiv

Gives everyone a chance to speak

√

xv

Thanks people for coming

√

Activity 2 The following are samples. You need to use direct speech to suggest the possible solutions. i

“We need to consider the fact that none of the members can speak German. May be we should employ a professional translator during the meeting.” “I would like to suggest to the organization that we may request the German company representatives to hire someone who knows English to be present at the meeting.”

44

473

ii

“We hope you all are aware of the importance of punctuality in a company like ours. I suggest that we take the issue seriously and report on time for duty.” “May be we should use the employee punch card system. It would make all of us accountable and responsible.”

iii

“It is time we did a SWOT analysis and identify especially our weaknesses.” “In my opinion we should produce more qualitative advertisements to connect with the masses”. “We could have attractive marketing strategies to win over the middleclass market by offering freebies like a DVD player or a console, thereby increasing our sales.”

Check your progress 3 1

Suggested phrases / expressions are given below: i ii iii iv v vi vii viii

2

On behalf of the management, I welcome you all….. Our objectives today are to discuss…. Hope you all have gone through the agenda…. I take great pleasure in welcoming our first speaker Mr./Ms. … Please do not interrupt Ms…. May I now invite another distinguished member Mr./Ms…. To summarize…. Thank you Mr./Ms.……. for the insightful suggestion….

Missing phrases/sentences are given in bold: i ii

iii iv v vi

I think all the members are here. Shall we begin? A: The budget for advertising our product is only 5% of the total budget and we need to pay service tax of 2% together with VAT of 7% and miscellaneous expenditure to the tune of Rs.40,000. B: I am sorry. I didn’t follow what you said. There are five items on the agenda. Firstly, we need to discuss the problem of salary cut of employees. We have no choice but to increase the price of the product. Do we all agree? Good let’s move on. The members have already debated on this item for a long time. Shall we move on to the next item?

Check your progress 4 1

We give below three sample statements appropriate for a chairperson to open a formal meeting. Yours could be different. Œ

“I welcome you all to the Annual General Meeting of our company” 45

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Meetings

2

3

Œ

“It is indeed a privilege to welcome all the respectable members of the board for this meeting.”

Œ

“Good Morning ladies and gentlemen, I extend you all a warm welcome…”

We give below three sample statements to begin an informal meeting. Yours could be different. Œ

“Hello and welcome. Shall we begin now that all have come?”

Œ

“It is wonderful to have all of you here. Shall we wait for the rest or begin?”

Œ

“You must be wondering why this meeting has been called…”

Phrases or statements which the Chairperson can make while closing the meeting: i ii iii iv v vi

I think we can now declare the meeting as concluded… Do you have anything else to say Mr. Murthy? I think we all have decided on… Do we all agree on the decisions taken? Let’s now move on to the next issue of… Thank you all for your participation and valuable suggestions.

Check your progress 5 Rewritten sentences with the correct form of modals: ii

Do you think I should book for the IPL tickets in advance?

iii

Do you need to come to my desk for every little thing?

iv

You needn’t give me a receipt; I’ll only throw it in the dustbin.

v

We needn’t have bought all that stationery; we were any way moving office within a month.

vi

If you want to apply for a scholarship, you must fill in this form.

vii

I have to come to a decision soon.

viii

I had to complete the work by today, but due to some personal reasons I couldn’t.

46

C P M t

475

UNIT 27: CONDUCTING AND PARTICIPATING IN MEETINGS – II Structure 27.0 27.1 27.2 27.3 27.4 27.5 27.6 27.7 27.8 27.9 27.10

Objectives Warm Up Reading: Role of Participants Speaking Listening Vocabulary Writing Grammar: Adverbs of Frequency Pronunciation: Intonation of Questions Let Us Sum Up Answers

27.0 OBJECTIVES In this unit you will learn: • • • •

how to prepare yourself for a meeting. how to conduct yourself during a meeting. meeting etiquette. how to be an active participant in a meeting.

27.1 WARM UP Activity 1 Look at both the pictures given below. Work in groups of four. Discuss among yourselves which of them is a meeting you would like to attend or not attend giving appropriate reasons for it.

47

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Meetings

27.2 READING: ROLE OF PARTICIPANTS Dos and Don’t Listed below are some important points which help to make a meeting meaningful and a useful resource to decision-making in a company. Etiquette while Attending Meetings Never be late for a meeting. If the meeting has already begun and you enter late the Chairman has to brief you on the earlier proceedings to help you participate in the meeting meaningfully. This not only disrupts the meeting but also is a barrier in the continuity of the discussions. Arriving late is a sign of disrespect to the Chairperson and other members. Unless there is a very pressing reason or circumstances beyond your control, be punctual for meetings. Building up a reputation of punctuality at meetings will pay you in the long run. Prepare Well for the Meeting Before you have to attend a meeting, prepare yourself thoroughly. Go through the agenda carefully and acquaint yourself with the issues to be discussed. Collect information which you think may be useful for the meeting. Have an opinion or view on all the issues but do not be rigid. Be open to others’ ideas and opinions. Don’t get emotionally attached to your own ideas. If people oppose your views, try to understand why. Don’t become rigid unless it is a matter of principle. You may be convinced that you are right and others are wrong but it generally doesn’t happen that way. Be a Good Listener

48

It is very important to be a good listener so as to respond to the views of the other participants and to articulate your own opinions. Do not have any preconceptions based on the speaker’s age, race, cultural background,

477

appearance or sex. Maintain eye contact with the speaker. Pay attention to his/ her ideas – the evidence and logic. Think of questions which you would like to ask later. Ask for clarifications if you don’t understand something.

Conducing and Participating in Meetings-II

Don’t Interrupt Always allow a speaker to finish what s/he has to say. You may disagree with his/her views. Make notes and vocalize them once the speaker has finished. Even if the speaker is saying something irrelevant, it is prerogative of the Chairperson to intervene or interrupt. Frequent interruptions in meetings not only lead to waste of time but also put the meeting off track. Respect the rights and opinions of the other members. Follow the Agenda Always follow the agenda while speaking. Never try to bring up issues which are not listed on the agenda. Try to stay within the general limits of the goals of the meeting. Be an Active Participant Participate meaningfully in the meeting. You should speak when given a chance and if you have something to contribute to the issue being discussed. Speak courteously and cooperatively with others. Do not talk for the sake of talking. Analyze if what you are saying really contributes and facilitates the discussion. Cooperate both with the participants and the Chairperson to achieve the goals of the meeting. Contribute to both the subject of the meeting and smooth interactions among the participants. Always keep a pen and paper to note down any point which seems relevant or requires discussion in detail. This also gives the impression to others that you are serious and respect the views of others. Ask pertinent questions whenever required. Don’t Monopolize the Meeting Don’t monopolize the meeting. Speak as briefly and as coherently as possible. Other members will appreciate you for this and listen to you seriously. Choose an appropriate time to voice your opinion. Use language which is courteous and control your tone. Emotional outbursts will hinder the progress of the meeting and also cause unpleasantness. Resolve Conflicts If any conflict arises in decision making, be a facilitator and a mediator to resolve the issue. Being accommodative and understanding are not signs of weakness but a sign of strength and maturity. Pay attention to Non-verbal Communication People may be nodding their heads while listening but their facial expressions otherwise don’t indicate agreement or acceptance of a particular opinion. Try to resolve them. Some others may be distracted or may try to disrupt the meeting in a very subtle way. Such people should not be encouraged to do so. Try to engage everybody to participate in the meeting.

49

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Meetings

Maintain Meeting Decorum Do not use your mobile phone while attending a meeting. Either put your phone on silent mode or if possible switch it off. Maintain order and discipline in the meeting heeding to the requests and instructions of the Chairpersons. Finally, regardless of the type of meeting (information or decision making), it is important to close with a restatement of objectives, a summary of what was accomplished and a list of the actions to be taken. It is also important to follow up with action after the meeting. A brief memorandum of conclusions should be written and distributed. People who could not attend the meeting should also be informed about the essential decisions made. Finally each meeting should be viewed as a learning experience. Future meetings should be improved by asking for people’s opinion and evaluations and deciding what action is required to conduct better meetings. Check your progress 1 Answer the following questions briefly: 1

List two things which you have to do before attending a meeting. ….……………….……………………………………………………… .....……………….………………………………………………………

2

Why is it important to be a good listener at a meeting? ….……………….……………………………………………………… .....……………….……………………………………………………… .....……………….………………………………………………………

3

How can you be an active participant in the meeting? ….……………….……………………………………………………… .....……………….……………………………………………………… .....……………….………………………………………………………

4

What are some of the meeting etiquettes which you should follow while attending a meeting. ….……………….……………………………………………………… .....……………….……………………………………………………… .....……………….………………………………………………………

5

How can you be a successful facilitator and mediator in a meeting? ….……………….……………………………………………………… .....……………….……………………………………………………… .....……………….………………………………………………………

6 50

What is the appropriate language and tone while attending a meeting and why?

479

….……………….……………………………………………………… .....……………….……………………………………………………… .....……………….……………………………………………………… .....……………….……………………………………………………… 7

List three recommendations on a how a meeting should end. ….……………….………………………………………………………

Conducing and Participating in Meetings-II

.....……………….……………………………………………………… .....……………….……………………………………………………… 8

What according to you should happen after a meeting? ….……………….……………………………………………………… .....……………….……………………………………………………… .....……………….………………………………………………………

27.3 SPEAKING Activity 2 1

2

Work in groups of three or four students. Each group can choose a topic given below, brainstorm on the possible solutions/views. Choose a person within the group who will then make a presentation incorporating the viewpoints of all the members. i

Do advertisements motivate a customer to overspend?

ii

Need for alternate energy production.

iii

Public transport problems in big cities.

iv

Legalizing soft drugs.

Work in groups of four, select a Chairperson from among you all. Have a brief meeting. You can decide on any one of the situations given below. The agenda has been enclosed. Focus your discussion on the items on the agenda. Situation A: Reducing the costs of a company which is suffering from major losses in sales. Agenda i Salary cuts of the staff ii Reduction in bonus iii Reduction in miscellaneous expenses ( travel allowance, stationary, overtime allowance) Situation B: Meeting to decide on how to improve production and sales levels 51

480

Agenda i Improve production ii Improve sales iii Incentive / bonus to employees

Meetings

Let the Chairperson begin the meeting, define the objectives and facilitate a discussion.

27.4 LISTENING Check your progress 2 Listen to a recording of Directors of a production company who were discussing buying new production control equipment. They have to choose between two suppliers X and Y. You will listen to the details of the market share of both the suppliers. On the basis of the conversation, answer the questions given below: i

In technical terms which equipment is the best? ….……………….……………………………………………………… .....……………….………………………………………………………

ii

Which is the cheapest? ….……………….……………………………………………………… .....……………….………………………………………………………

iii

Which system is the best choice and why? ….……………….……………………………………………………… .....……………….……………………………………………………… .....……………….……………………………………………………… .....……………….………………………………………………………

27.5 VOCABULARY Given below are some statements / phrases which are generally used during a discussion in a meeting. Phrases for Disagreement

52

I am sorry, I don’t agree with you. Sorry, I’m not sure I agree with you. I understand what you are saying but… Don’t you think it is just the opposite of … Actually, I think it is not what the issue is, but… I’m sorry I can’t agree with you I’m not sure if I agree with you I can see what you’re saying, but…

481

Really? Do you think so? Don’t you think that…? Actually…to be honest…. Phrases for Clarification What exactly do you mean by… Could you be a it more specific about… Would you please clarify the… Are you saying that… Handling Interruptions Sorry, would you please allow me to… May I finish first before… That’s not the point I… I’m sorry, you have misunderstood the… Please allow me to complete the…

Conducing and Participating in Meetings-II

Referring to Other Speakers As Mr. Singh has already discussed… I’m sure Mrs. Kapoor would agree… Later on Mr. Handu can give a report on… I agree to Mrs. Heena’s views on… Diplomatic Phrases There’s a problem… I think there may be a problem with that There seems to be a small problem Actually, that’s not going to be easy… I want to make a change in the agenda. We can’t do that. Your estimate for the cost is too low. The project is running late. The transport costs are very high. There’s a misunderstanding. There will be a delay. Phrases for Making and Responding to Suggestions Perhaps you could…? Why don’t you…? What about ….? That’s a good idea. That could be worth trying. What a great idea! I’m not so sure about that. I can see one or two problems there. The different stages of a meeting can be summarized by the acronym – DESC

53

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Meetings

‘D’ – Describe situation ‘E’ – Express feelings/ opinions ‘S’ – Suggest solutions ‘C’ – Conclude with a decision Check your progress 3 Which of the above expressions would you use in these situations? i

Preventing someone from interrupting …………………………………………………………………………

ii

Stating your opinion …………………………………………………………………………

iii

Asking to interrupt …………………………………………………………………………

iv

Closing the meeting …………………………………………………………………………

v

Asking for a clarification …………………………………………………………………………

vi

Inviting someone’s opinion …………………………………………………………………………

vii

Asking for comments …………………………………………………………………………

viii

Moving on to the next point on the agenda …………………………………………………………………………

2

Role Play: Work with a friend or by yourself to complete these short dialogues. Take it in turns to read the first statement and to reply according to the instructions. i

I think the report is too long.

(disagree strongly

ii

It’s too late to make any changes.

(agree)

iii

I feel we all need to work together.

(agree strongly)

iv

In my opinion, we need to cut down expenses on entertainment.

(disagree)

We must wait till next year to start this project.

(disagree, state the opposite opinion)

v

27.6 WRITING Interruptions are a common feature in all meetings. Interruptions in a meeting can be made for a variety of reasons and intentions. Some of them are: 54

483

• • • • • • •

Asking for a clarification on an issue Disagreement on some point Varying opinions on an issue Asking for more details To digress from the main issue To agree or add to the opinion being voiced To interrupt for the sake of interrupting

Check your progress 4 Write out a complete conversation between 6 members who are having a meeting on the problem of punctuality in the office. You can name the participants as Mr. X, Mr. Y, Ms. A, Ms. B, Mr. C, and Ms. D. Write the phrases within the conversation that can be used to express the intentions given above. You can take help from the vocabulary section. Given below is an example:

Conducing and Participating in Meetings-II

Mr. X: I think punctuality has become a casualty in our organization. Ms. A: Sorry to interrupt, but could you please be more explicit in your views. Activity 3 Given below are problems which we may have encountered in our office. Recommend an alternative from those given, giving appropriate reasons for recommending the alternative. Problem A An important Client of the company is constantly delaying payments. Alternative 1: Stop supplying your product to the Client. Alternative 2: Renegotiate the payment schedule to suit both parties. Problem B Production of goods has dipped for no apparent reason. Alternative 1: Dismiss the managers in the production department Alternative 2: Issue a warning letter to the in-charges of the different units in the production department. Problem C Reduction in number of employees as a cost cutting measure. Alternative 1: Ask the most recent employees to leave Alternative 2: Dismiss the least efficient employees.

27.7 GRAMMAR: ADVERBS OF FREQUENCY Look at the sentences from the text: 1

Never be late for a meeting.

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Meetings

2 3

Always allow the speaker to finish what s/he has to say. You may be convinced that you are right and others are wrong but it generally doesn’t happen that way.

Adverbs of frequency tell us how often an action takes place. Check your progress 5 1

Rewrite the sentences with appropriate adverbs of frequency given in the box: i ii iii iv v vi vii viii

2

They watch TV in the afternoon. ………………………………………………………………….. Ajmal helps his mother in the kitchen. ………………………………………………………………….. Tina is very friendly. ………………………………………………………………….. My grandmother goes for a walk in the evening. ………………………………………………………………….. I take sugar in my coffee. ………………………………………………………………….. He climbed the hill. ………………………………………………………………….. We eat fish. ………………………………………………………………….. He tells a lie. …………………………………………………………………..

Rewrite each sentence with the adverb of frequency (in brackets) in its correct position. Example: I play tennis on Sundays. (often). Answer: I often play tennis on Sundays. i

Have you been to Ladakh? (ever) …………………………………………………………………..

ii

Santosh doesn’t get up before seven. (usually) …………………………………………………………………..

iii

Kiran gets angry. (never) …………………………………………………………………..

iv

They go swimming in the lake. (sometimes) …………………………………………………………………..

v

The weather is bad in June. (always) …………………………………………………………………..

vi

Priya and Rehan are late. (usually) …………………………………………………………………..

vii 56

I have met him before. (never) …………………………………………………………………..

485

viii

Subhash watches TV. (seldom) …………………………………………………………………..

ix

I was in touch with my sister. (often) …………………………………………………………………..

x

I will love him. (always) …………………………………………………………………..

27.8 PRONUNCIATION: INTONATION OF QUESTIONS Read the questions aloud. Do they rise

or fall

i

Is there a meeting today?

ii

What do you do?

iii

Are you an importer?

iv

Are you free later?

v

What part of Delhi are you from?

vi

Do you import Chinese equipment?

vii

Where do they come from?

viii

Do you want to taste it?

ix

How about dinner?

x

Do you like it?

? Mark the intonation.

27.9 LET US SUM UP In this unit you have learned: • • • •

Preparations required before attending a meeting. Important meeting etiquette How to become an active participant in a meeting How to be a facilitator and a mediator in a meeting.

27.10 ANSWERS Check your progress 1 1

Before attending a meeting thorough preparation is required. Two steps to be taken are: i

Go through the agenda carefully and acquaint yourself with the issues to be discussed.

ii

Collect information which you think may be useful for the meeting. Have an opinion or view on all the issues but do not be rigid. Be open to others’ ideas and opinions.

Conducing and Participating in Meetings-II

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2

It is very important to be a good listener so as to respond to the views of the other participants and to articulate your own opinions. Listening carefully will enable you to ask questions and clarifications about what you don’t understand.

3

You can be an active participant by taking the following steps.

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i

You should speak when given a chance and if you have something to contribute to the issue being discussed.

ii

Contribute to both the subject of the meeting and smooth interactions among the participants.

iii

Always keep a pen and paper to note down any point which seems relevant or requires discussion in detail. This also gives the impression to others that you are serious and respect the views of others.

iv

Ask pertinent questions whenever required.

Some of the meeting etiquettes are listed below: i

Never be late for a meeting. If the meeting has already begun then this will not only disrupt the meeting but also be a barrier in the continuity of the discussions. Arriving late is a sign of disrespect to the Chairperson and other members. Unless there is a very pressing reason or circumstances beyond your control, be punctual for meetings. Building up a reputation of punctuality at meetings will pay you in the long run.

ii

Speak courteously and cooperatively with others. Do not talk for the sake of talking. Don’t monopolize the meeting. Speak as briefly and as coherently as possible. Analyze if what you are saying really contributes and facilitates the discussion. Other members will appreciate you for this and listen to you seriously. Choose an appropriate time to voice your opinion.

iii

Use language which is courteous and control your tone. Emotional outbursts will hinder the progress of the meeting and also cause unpleasantness.

iv

Do not use your mobile phone while attending a meeting. Either put your phone on silent mode or if possible switch it off.

v

Maintain order and discipline in the meeting heeding to the requests and instructions of the Chairpersons. Cooperate both with the participants and the Chairperson to achieve the goals of the meeting.

i

If any conflict arises in decision making, be a facilitator and a mediator to resolve the issue. Being accommodative and

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understanding are not signs of weakness but a sign of strength and maturity. ii

Try to engage everybody to participate in the meeting.

iii

Maintain order and discipline in the meeting heeding to the requests and instructions of the Chairpersons.

6

A courteous language and a controlled tone are most appropriate while attending a meeting. Emotional outbursts will hinder the progress of the meeting and also cause unpleasantness.

7

Regardless of the type of meeting (information or decision making), it is important to close it with the following:

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i

A restatement of objectives

ii

A summary of what was accomplished and

iii

A list of the actions to be taken.

Once the meeting is over some of these steps should be taken. i

It is important to follow up with action after the meeting. A brief memorandum of conclusions should be written and distributed.

ii

People who could not attend the meeting should also be informed about the essential decisions made.

iii

Finally each meeting should be viewed as a learning experience. Future meetings should be improved by asking for people’s opinion and evaluations and deciding what action is required to conduct better meetings.

Activity 2 We have given one sample answer: i

Do advertisements motivate a customer to overspend? Everybody present here today has been exposed to advertisements in some form or the other. Be it the newspaper that arrives at the doorstep first thing in the morning or the electronic media that have become a part and parcel of our life- all are dominated by advertisements. Ad makers are experts on consumer psychology and their ads reflect that well. Advertisements are like the Oracle for the new age shopholics, dictating what they need to be accepted by the society (for e.g. the fairness cream ads), who they should be like (with promises of instant stardom if they use products endorsed by celebrities) and how they can become successful overnight if they use some products. Some people are so mesmerized that all rational thinking takes a back seat. They are given a false sense of the essential commodities they ought to have. People blindly spend on lifestyle products that they hardly use.

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Be it cosmetics or gym equipments like the treadmill − people use it for a few days because of the initial fascination but then they are just another object in the museum of junk that homes are fast turning into.

Meetings

Plastic money gives the customer a false sense of financial supremacy that tempts them to overspend. Promotional and other offers lure the customer into buying more than they actually require. It is only when the credit card statements come at the end of the month that the customer is in for a rude shock. But by then the damage is already done. The customer is left with nothing but a big hole in his pocket and a bigger worry of how to pay the money s/he didn’t possess in the first place. 2

Situation A: Reducing the costs of a company which is suffering from major losses in sales. Chairperson: Good morning everybody. Mr. X, Y and Z: Good Morning Ma’am. Chairperson: As all of you know we are having trouble on our sales front. The past few weeks our company has recorded major losses and unless we take serious measures to cope with it we are headed for a breakdown. Thus I had called for this urgent meeting. I hope you had a look at the agenda and that you are ready to share your opinions. Mr. Y: Ma’am, I’m afraid that the proposed salary cut may be met with strong opposition as the cost of living has been constantly going up. People are already complaining that it is difficult to make ends meet with the current salary. Chairperson: I understand your concern Mr. Y but this change is only temporary till we make up for the losses. I’m afraid if we don’t take this step then we might have to close down permanently which is going to cause greater harm. Besides we aren’t downsizing staff which could also have been an option. Mr. X: I agree with ma’am. This is temporary difficulty we will have to face for long term benefits. Either we sink or we swim together. Mr. Z: Then I guess the reduction in bonus is also a justified step. We will have to give the employees an assurance that once the sales pick up and we make profits then the remuneration and bonus would be restored to the original figures. Chairperson: If the situation improves and we make profits I will push the management to increase the salaries and the bonuses. You have my word for it. Mr. Y: Ma’am, isn’t it being too harsh to cut down on the incentives like travel allowance, stationary and overtime allowance?

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Chairperson: The losses we have suffered are so big that this necessitates such stringent steps to be taken. We have to understand that it is for everyone’s good in the long run. We must draw inspiration from the ‘austerity drive’ of the Indian Government. When things are being done at the macro level and showing results, I am sure it will work at the micro level of our company too. Mr. Y: Ok Ma’am. I get your point. Chairperson: We should soon have a meeting to analyze the reason for our losses and discuss strategies to recover our position in the market. I guess that’s it for today. Good day. 27.4

Listening (Tape script)

Mr. Chadda:

Well, I’ll first talk about the technical features of the two systems…

Mr. Rao:

No details, Mr. Chadda.

Mr. Chadda:

No I think it would be easier for everybody to understand because both the systems are very similar.

Mr. Rao:

So…?

Mr. Chadda:

Well, there is not too much difference between them in terms of use or performance.

Mr. Rao:

Ms. Sinha, any thoughts on this?

Ms. Tara Sinha: No, I do agree with Mr. Chadda. Technically they are very similar. Mr. Chadda:

So the next thing to consider is price. The products of Microparts are definitely more expensive, about 10 to 15% more.

Mr. Rao:

So what do you think we should do?

Mr. Chadda:

Well, price should not be the only consideration.

Mr. Rao:

OK

Mr. Chadda:

Microparts has a technical lead in research and a growing market share.

Ms. Tara Sinha: But, at present, its market share is smaller as compared to Smartparts. Mr. Chadda:

Yes, but I feel that Microparts is a stronger company in the long run.

Mr. Rao:

So what about Smartparts?

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Ms. Tara Sinha: Well, it has a larger market share and its products are cheaper. But, the market analysis says that this might change. Mr. Rao:

So what you’re saying is that Microparts has more potential to survive future commercial pressures.

Mr. Chadda:

Well, I think the company has an excellent future and a good marketing strategy.

Ms. Tara Sinha: Yes, everything that we found out leads us to the conclusion that even though the price is higher, it is better to buy the product from Microparts. Mr. Rao:

Well what do you have to say Mr. Chadda?

Mr. Chadda:

I agree with Ms. Tara Sinha.

Check your progress 2 i

Microparts has a technical lead in research so logically in technical terms Microparts seems to offer the best equipment.

ii

Smartparts offers the cheaper products.

iii

Microparts has a technical lead in research and a growing market share. Though at present its market share is smaller as compared to Smartparts it promises to be a stronger company in the long run. It has more potential to survive future commercial pressures. It has an excellent future and a good marketing strategy.

Check your progress 3 1

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i

Preventing someone from interrupting – Sorry, please let him finish.

ii

Stating your opinion – In my view……, I believe…………

iii

Asking to interrupt – If I may interrupt…, Sorry to interrupt, but…..

iv

Closing the meeting – I think we’ve covered everything. ……… That’s it then. The next meeting will be held on Friday the 20th of June.

v

Asking for a clarification – Excuse me, may I ask for a clarification on this?

vi

Inviting someone’s opinion – Could we hear from Puneet?... What do you think about ………………………….?

vii

Asking for comments – Any comments?

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2

Moving on to the next point on the agenda – Let’s move on to the next point…………… Now we come to the question of……………

The sample reply is given in bold: i

I think the report is too long. (disagree strongly). I wouldn’t say that at all.

ii

It’s too late to make any changes.(agree). I think you’re right.

iii

I feel we all need to work together.(agree strongly) I couldn’t agree more.

iv

In my opinion, we need to cut down expenses on entertainment. (disagree) That’s not how I see it.

v

We must wait till next year to start this project. (disagree, state the opposite opinion) That’s out of the question. On the contrary, we should begin working on it as soon as we can.

Check your progress 4 Mr. X:

I think punctuality has become a casualty in our organization.

Ms. A: Sorry to interrupt, but could you please be more explicit in your views. Mr. X: Everybody has a casual attitude towards the work timings. They don’t stick to the official entry time of 10:00 am. Ms. B: I agree with the views of Mr. X. There are some who turn up just before lunch time and leave soon after the tea break. This is affecting the organization’s overall productivity. Mr. C: Actually…to be honest….I think that Ms. B is exaggerating. Maybe one or two may be behaving in such a manner but one cannot generalize it to the behaviour of the employees. Ms B:

I’m sorry; you have misunderstood me Mr. C. What I wanted to say is that even if one or two are unpunctual then it sets a bad example to the others. Soon everybody will take it for granted that they can come and go at any time as they please.

Ms. D: I think that people come in late because they may have some personal emergencies to attend to. Maybe they have to attend to urgent domestic matters. 63

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Ms A:

But Ms. D such emergencies don’t happen everyday. The issue is not about people coming in late once in a blue moon. Rather we are discussing about the regular late comers.

Mr. X: Perhaps we should concentrate on how to deal with this issue rather than debating whether the issues exists or not. I want all of you to give suggestions to deal with this issue. Ms. B: We can have more accountability by having swipe cards to log in the entry and exit time. Mr. C: What a great idea! I think that it’s a brilliant way to make employees be more accountable as well as punctual. So even if it means the company has to invest a sizable amount now it’ll benefit it in the long run. Ms. D: There’s a problem here. Swipe cards for everyone would mean a lot of investment by the company and it will take time to implement this process. Before taking this step maybe the errant employees should be warned. If this rectifies the situation then there is no need for the swipe cards. Mr. X: Warnings don’t work. We have admonished the late comers but it has little effect. They have excuses and some blatantly lie that they were on time. But with the swipe cards there will be electronic proof which they cannot refute. Ms. A: I am totally for the swipe cards. This seems to be an effective solution to the deal with unpunctual employees. Mr. C: I also strongly agree with this idea to have swipe cards. This will bring about a culture of discipline. Mr. X: I understand that most of you support the idea of introducing swipe cards for the employees. I will convene a meeting with the employee representatives and get their feedback as well. That’s all for today. Have a nice day. Activity 3 (These are sample answers. You could choose your own alternatives and justify the reasons for choosing the alternative.) Problem A An important Client of the company is constantly delaying payments. Alternative 1: Stop supplying your product to the Client. Alternative 2: Renegotiate the payment schedule to suit both parties. Alternative 2 is a better way of dealing with this client. Since it is an important client the company cannot just stop supplying products. A renegotiation of payment schedule which could require the client to pay an 64

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interest on delayed payments or some such clause would be an amicable solution and there would be no acrimony between the client and the company. Problem B Production of goods has dipped for no apparent reason. Alternative 1: Dismiss the managers in the production department Alternative 2: Issue a warning letter to the in-charges of the different units in the production department. Alternative 2 should be tried to resolve the problem. There can be no smoke without fire. Similarly there will surely be a reason for the dip in production of goods. Without analyzing the root of the problem we cannot find appropriate solutions. Dismissing the managers will have little or no effect. Warning letters need to be issued to the In-charges of the different units in the production department and they should be asked to look into the matter and take stringent measures to raise the production levels. Problem C Reduction in number of employees as a cost cutting measure. Alternative 1: Ask the most recent employees to leave. Alternative 2: Dismiss the least efficient employees. When taking this cost cutting measure, focus should also be on the fact that the company has to maintain the existing level of productivity with the reduced number of employees. This would require highly efficient employees who would bring in revenue for the company. There is no logic in asking the recently hired employees to leave. There may be competent and talented people among them who will prove to be an asset to the company. Alternative 2 is a better option. Check your progress 5 1

i ii iii iv v vi vii viii

They never watch TV in the afternoon. Ajmal often helps his mother in the kitchen. Tina is usually very friendly. My grandmother always goes for a walk in the evening. I sometimes take sugar in my coffee. He climbed the hill twice. We seldom eat fish. He never tells a lie.

2

i ii iii iv v vi vii viii ix x

Have you ever been to Ladakh? Santosh usually doesn’t get up before seven. Kiran never gets angry. They sometimes go swimming in the lake. The weather is always bad in June. Priya and Rehan are usually late. I have never met him before. Subhash seldom watches TV. I was often in touch with my sister. I will always love him.

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Check your progress 6 i ii iii iv v vi vii viii ix x

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Is there a meeting today? Rising tone What do you do? Falling tone Are you an importer? Rising tone Are you free later? Rising tone What part of Delhi are you from? Falling tone Do you import Chinese equipment? Rising tone Where do they come from? Falling tone or rising tone when said warmly Do you want to taste it? Rising tone How about dinner? Rising tone (when said warmly) Do you like it? Rising tone

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Cross Cultural Communication

7 MODULE

A course book for students doing Diploma in

Business Process Outsourcing

Brought to you by ABHIJIT KUMAR MISRA

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UNIT 28: COMMUNICATING ACROSS CULTURES Structure 28.0 28.1 28.2 28.3 28.4 28.5 28.6 28.7 28.8 28.9 28.10

Objectives Warm up Reading Listening Writing Speaking Vocabulary: Phrasal Verbs Grammar: The Passive Voice Pronunciation: Pace of Delivery Let Us Sum Up Answers

28.0 OBJECTIVES In this Unit you will learn: • • • • • • •

What is culture The importance of culture in business communication The impact of culture on business functions such as greetings, introductions, negotiations etc. Approach to business in the US Cultural aspects of behavior at meetings in the US To write a cultural profile of India Phrasal verbs

28.1 WARM UP Activity 1 Read these two famous quotes on culture 1

‘No culture can live, if it attempts to be exclusive.’ Mahatma Gandhi

2

‘Culture is the widening of the mind and of the spirit.’ Jawaharlal Nehru

Now read these two statements and match them with the quotes above. i

Culture helps us to develop and grow as human beings and as communities.

ii

Cultures benefit a lot through interaction with other cultures.

Activity 2 5

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Cross Cultural Communication

Look at these pictures. What come to your mind about cultural diversity and richness? Make a list of these and later compare them with what you have learnt about culture after you have completed your study of this unit.

28.2 READING Read the text given below and answer the questions that follow.

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a

To be able to communicate across cultures it is important to know and understand the cultural background of the person you need to communicate with. Intercultural communication principles guide the process of exchanging meaningful information across cultural boundaries, in a way that preserves mutual respect and minimizes ill feeling or misunderstanding.

b

Globalization has brought the world closer together and helped to reduce cultural diversity. Yet globalization also makes it necessary for us to study and understand cultures that are different from ours.

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In a country like India, which has 18 major languages, over 200 dialects, 4 major religions, 28 states and 7 union territories, weather ranging from -35°C to + 45°C , there is an unusual diversity of culture which impacts the way we express ourselves and reach out to people who are different from us in many ways.

Communicating Across Cultures

To begin with one needs to understand what constitutes culture. Culture is a complex concept, with many different definitions. Hofstede has called it ‘collective mental programming’ or ‘software of the mind’. c

Culture is not just about our food, clothing and behavior; it has a great deal to do with our beliefs, attitudes and values. It is about those aspects of us which are outwardly visible, such as food, language, clothing and behaviour. But it is also about those aspects of us which are not outwardly visible such as attitudes, values and perceptions. Various models have been used to illustrate this concept. It is often likened to an iceberg where only the tangible aspects of our culture are above the surface of water. In fact what is seen outwardly is a result of what we are and what we believe in. But, simply put, ‘culture’ refers to a group or community with whom we share common experiences that shape the way we understand the world and relate to it.

d

It includes groups that we are born into, such as gender, race, religion or national origin. It also includes groups we join or become part of. For example, we can acquire a new culture by moving to a new region, by a change in our economic status or the society in which we move. Learning about different cultures and ways that people communicate can enrich our lives infinitely.

Check your progress 1 To ensure that you have understood the above mentioned ideas on culture and cross cultural communication, it will be worthwhile to consider the questions that the text answers on this topic. 1

Read the underlined sentences in the above reading passage carefully and formulate suitable questions to which these sentences could serve as answers. The first one has been done for you. i ii

Why is it important to know the cultural background of the person you communicate with? (para a) ………………………………………………………………. ……………………………………………………………….?

iii

…………………………………………………………………. …………………………………………………………………?

iv

………………………………………………………………..… …………………………………………………………………?

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2

Now complete these sentences that have been begun for you, based on the information given in the text. Do not copy the text. Use your own words. i We can make meaningful conversation with people from other cultures by……………………………………………………… ……..…………………………………………………………… ii

Globalization has helped cross cultural communication by …… ……..……………………………………………………………

iii

In India culture impacts the way we communicate because…… ……..……………………………………………………………

iv

Culture is likened to an iceberg because……………………… ……..……………………………………………………………

v

Culture can also be indicated through a tree because …………. ……..……………………………………………………………

vi

We can acquire a new culture by…………………………….. ……..……………………………………………………………

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4

8

What do these numbers denote in paragraph (C) of the text? i

18

ii

200

iii

4

iv

28

v

45

The reading passage here has several word partnerships. Can you make eight word partnerships without looking back at the text? The first one is done for you. i

cultural background

ii

intercultural ____________

iii

_____________ information

iv

cultural ___________

v

_____________respect

vi

cultural ___________

vii

mental _______________

viii

___________ experiences

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national __________

x

economic ___________

Activity 3

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Here are some important communication functions that we perform in business or at work. Match them with the statements given in the following boxes. Additionally these functions also provide valuable inputs on some do’s and don’ts about cultural aspects of India that would be helpful for foreigners who wish to do business with India / Indians. i ii iii iv v

Communicating Across Cultures

Negotiating Appointments Greetings Entertaining Introductions 1 ƒ ƒ

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2 ƒ ƒ ƒ

3 ƒ ƒ

4 ƒ ƒ

Men and Westernized Indian women will offer to shake hands with foreign men. Western men should not initiate handshakes with Indian women. If Indian women initiate a handshake, then respond with handshake; otherwise perform the traditional Indian greeting, a namaste. To perform the traditional Indian greeting, namaste, hold the palms of your hands together below the chin, and nod or bow slightly.

Titles are highly valued. Advanced degrees (Ph.D.) are listed on business cards and mentioned in introductions. Status is determined by age, university degrees and profession. There are numerous ethnic/linguistic/religious groups in India. Hindus, Muslims and Sikhs generally use different traditional naming conventions.

Late mornings and early afternoons are preferred. Meetings are not scheduled during India's numerous religious holidays.

Business is highly personal, and conducted at a leisurely pace. The word "no" has harsh implications. Evasive refusals, like "I'll try" are acceptable. Sometimes, ‘yes’ means ‘no’. Make sure to have an expert lawyer trained in Indian and Western legal systems during negotiations.

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Activity 4 Take a close look at these observations on cultural traits and state whether they are more common amongst Indians or Westerners. Remember that there are always exceptions. 1

Individual opinions are extremely important. 5 ƒ ƒ ƒ ƒ

2

3 4 5 6 7 8 9 10 11 12 13 14 15

Many Indians are vegetarians Hindus do not eat beef and Muslims do not eat pork. Never offer another person food from your plate. Eat with your right hand.

There are large power distances in workplaces. The powerful have more privileges in business organizations as well as social groups. The source of this power is money as well as status or positions of authority. People are often encouraged to deal directly with conflicts that arise. A written exchange might be the favoured means to address a conflict. Decisions are frequently delegated -- that is, an official assigns responsibility for a particular matter to a subordinate. Quick decision making is favoured. There are tight rules for what is dirty and taboo. Most of the time the elders tutor the young on what is proper and correct and what is not. Children learn to think in terms of “we” rather than "I". Communication style is direct, factual, informal and at times confrontational. There is a tendency to avoid direct confrontation in order to maintain harmony. Men still continue to dominate in most places although we see some changes in the metropolitan and smaller cities. Risk taking is high. People pride themselves on their traditions. Quick results are expected and so there isn’t much long term planning. What people and society says also matters a great deal.

28.3 LISTENING Check your progress 2 The United States is an important business partner of India. Listen to a speaker sharing information with you about the US (tape script A) and state whether these statements are true or false: i ii iii

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Our exports to US are more than our imports. Most business decisions in US are made on scientific analysis. People often change jobs and therefore don’t give their best to any company or place of work.

Check your progress 3

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Now listen to another speaker tell you about meetings in America (tape script B) and answer the given questions: 1

Meetings in US aggressive and confrontational because i people are not as polite as in other cultures ii people don’t value personal relationships iii people like to debate issues in a frank and forthright manner

2

People often include presentations in meetings i to show their ability to perform and deliver ii to save time iii to make things clear

3

Coded speech is discouraged because it is i misleading ii a waste of time iii difficult to understand

4

In an impasse i people prefer to argue things out frankly ii abandon the discussion temporarily iii call off the meeting to restore harmony

Communicating Across Cultures

28.4 WRITING Activity 5 Write down a cultural profile of India based on the pictures that you see below. Now compare your profile with the one given in the ‘Answers’ section. Note how similar or different your profile is to the given sample.

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Cross Cultural Communication

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28.5 SPEAKING Activity 6 Here are some culturally significant traits of business behavior. Look at these points and discuss with your partner / friend, how these may vary amongst people from different cultural backgrounds. Give examples from your own experiences to explain the characteristics of your culture. i ii iii iv v vi vii viii ix x

Using first names How you dress at work Punctuality Humour Socializing with business colleagues outside work Topics for small talk Giving gifts Showing emotion at work Working extra hours Degrees of formality / informality for different levels of authority

Communicating Across Cultures

Use the following expressions in your conversation: I think it’s a good idea to ……………….because…………………...………… People tend to / tend not to……………………because……………………….. On the whole most people like to…………………because…………………… A lot of people……………….but I don’t because…………………………….. ……………..is just not done……………….because…………………………. It is generally appreciated if you avoid……………because…………………... One thing you should never do is……………………because……………….... It is considered bad to……………………because……………………………..

28.6 VOCABULARY: PHRASAL VERBS A phrasal verb is a verb plus a preposition or adverb which creates a meaning different from the original verb. For example: I ran into my old college mate at the conference. In the next phase of our expansion we will be looking at the European market. Activity 7 1

Replace the phrasal verbs with the words given below: i ii

You often come across people who think and behave differently from you. Americans may sometimes come across as rude when they are actually being direct and confrontational.

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iii

Cross Cultural Communication

iv v vi a b c d e f 2

You may need to tone down your language when you talk to people from the east. A break down in communication happens more easily if you have no understanding of the culture of the person you are talking to. It becomes difficult to bring around someone you have annoyed unknowingly. During small talk you must avoid bringing up controversial topics with strangers. persuade meet make less aggressive appear to be to raise lapse

Now complete these sentences with appropriate phrasal verbs from the box: get along call on i ii iii iv v vi vii viii

come up go along

look up run into

break down get into

You must take steps to avoid …………………………trouble while doing business with foreigners. A lack of understanding can lead to a ………………………… in business interaction. In a global environment you need to ………………………… with people of diverse cultures. You have to learn to ………………………… with people who behave differently from you. It’s a good idea to ………………………… some useful and relevant information about your new foreign clients. In spite of your best preparation you may still ………………………… problems while dealing with people from other countries. The important thing is to ………………………… with solutions. Before you ………………………… someone in a new place it might help if you found out about social protocol.

28.7 GRAMMAR: THE PASSIVE VOICE The passive voice is formed by using the verb be and the past participle. (e.g. bought, used, etc.) Examples: Advanced degrees (Ph.D.) are listed on business cards… Status is determined by age, university degrees and profession. We use the passive in the following situations: 14

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We often use the passive to focus on something that happens to someone, when we do not want to focus on the person who does the action: Example: Over 30% of Indians are employed in the agricultural sector.

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The passive is often used to talk about systems and processes. Example: The US is characterized by a ‘scientific’ approach to business. Every aspect of commercial life is studied and analyzed.

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The passive is often used in business correspondence because it is less personal than the active voice: Example: Thank you for your letter which was received at this branch today.

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The present perfect passive is often used when we are describing changes that have taken place.

Communicating Across Cultures

Example: Globalization has brought the world closer together and helped to reduce cultural diversity. How to form the passive with other tenses: ƒ

Present Continuous Passive Example: I am being asked to work every weekend.

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Past Continuous Passive Example: We only noticed the mistakes when the book was being published.

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Present Perfect Passive Example: Various models have been used to explain this concept.

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Past Perfect Passive: Example: They emailed us to say that the shipment has been delayed.

28.8 PRONUNCIATION: PACE OF DELIVERY In order to be intelligible to the listener the speaker has to pay attention to the speed of his delivery. If we convey our message at a rapid speed, the listener may miss its essence or some important links in the sequence. This is likely to result in a breakdown of communication and a concomitant loss of interest in what is being said. Very slow speech, on the other hand, could make the talk / speech/presentation boring. Thus the two extremes would defeat the very purpose of oral communication i.e., transmitting information and interacting. 15

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Cross Cultural Communication

When we speak to an audience (present or absent) we need to adjust the speed depending on the subject matter, the estimated level of the audience, and the time allotted for the talk / speech / report etc. If the subject matter the speaker is to talk about is difficult and entirely new to the audience they cannot afford to speak too fast. They would, for instance, need to speak slower when talking about a technical subject than they would if they were talking about a sports event. However, if the audience comprises highly qualified people, we could speak faster. Another factor that can be important in determining speed is the listener’s proficiency in the language used by the speaker. If the level of proficiency is low the speaker would need to reduce his speed. Familiarity with our audience can influence the speed of our speech. If we address an assembly of friends we can speak faster than we would while addressing strangers. Also, if we have been talking to an audience quite frequently, we need not speak slowly. Sometimes the time allotted for a talk/speech/report/presentation necessitates an adjustment in the speed of delivery. What we want to say must be said within the allotted time, so we have to speak fast or slow as the case may be. We would be able to speak at normal speed if the content were to be just enough for the time allotted. Three examples: ƒ ƒ ƒ

Fast Too slow Normal

Said at a fast pace: It is often said in high places that engineers exploit the discoveries of scientists and use them for making profit. It is even implied sometimes that this is all they do. Perhaps the simplest counter to this is that the pure sciences, as we now understand them, have a history that stretches back perhaps 200 years (in any concentrated form). Engineering, on the other hand, can be traced back some 30,000 years when primitive men tied logs together with reed ropes to make rafts, and soon learned to harness the wind by putting masts and sails on them. Said very slowly Engineering is much more than that. It is concerned with everyday living, often with survival, especially in its more ancient beginnings. Engineering is therefore concerned with common sense as well as ingenuity. When it finally brought affluence, at least to a minority, it was on the first rung of a ladder that it has been climbing ever since-improving the quality of life for all mankind. This involves not only harnessing, but controlling, the natural forces and resources. 16

Normal speed

509

For thousands of years the primitive folk we now see as engineering pioneers never thought of themselves in such terms. There were seamen, farmers, soldiers and men of a few other occupations who could clearly be identified as leading quite different kinds of lives. But not until the Industrial Revolution did entirely new ‘species’ emerge, the men who made machines. They could be seen to be neither soldiers nor sailors, nor had they anything to do with the earth itself. They did not build roads, nor bridge rivers, and yet they had skills in common with those who did.

28.9 LET US SUM UP In this unit we have seen how understanding various cultures is essential for working in today’s multicultural workplace. Be it negotiations, greetings or introductions, knowledge of diverse cultures will enhance these business functions. We have seen how meaningful communication across cultures can bring about successful business relationships. We have also explicated the use of phrasal verbs, the passive voice and the importance of the pace of delivery when we speak.

28.10 ANSWERS

Communicating Across Cultures

Activity 1 1 – ii 2–i Check your progress 1 ii iii iv 2

What has globalization done? OR What has happened due to globalization? (para b) What is culture? (para c) What does culture include? (para d)

Completed sentences: i We can make meaningful conversation with people from other cultures by learning and understanding intercultural communication principles. ii

Globalization has helped cross cultural communication by reducing the distance between countries, people and cultures.

iii

In India culture impacts the way we communicate because of our cultural diversity.

iv

Culture is likened to an iceberg because only a part of it is outwardly seen.

v

Culture can also be indicated through a tree because just like a tree its roots are not visible from the outside.

vi

We can acquire a new culture by changing our physical or social environment. 17

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Cross Cultural Communication

3

What do these numbers denote in paragraph 3 of the text? i ii iii iv v

4

– major languages of India – major dialects spoken in India – major religions followed in India – states of India – degrees Celsius, the highest temperature in many parts of India

Word partnerships:

ii iii iv v vi vii viii ix x Activity 3 1 2 3 4 5

18 200 4 28 45

intercultural communication meaningful information cultural boundaries mutual respect cultural diversity mental programming common experiences national origin economic status

Greetings Introductions Appointments Negotiations Entertaining

Activity 4 Indians: 2, 4, 7, 8, 10, 11, 13, 14, 15 Westerners: 1, 3, 5, 6, 9, 12

28.3 Listening Tape script A The United States accounts for 20% exports and 7% imports of India. It would therefore be useful for us to improve our cultural awareness of USA to ensure that we are competent and successful in doing business with them. The US is characterized by a 'scientific' approach to business. Every aspect of commercial life is studied and analyzed. The results of all analysis done are taken very seriously and business decisions are often made on the basis of these findings. Consequently nothing remains constant. Companies are forever making changes for the better and hence the work force is in a state of constant flux. People leave, are fired or made redundant and then reappear in another organization. In spite of this people are loyal to their companies and totally committed. 18

Check your progress 2

511

i ii iii

TRUE TRUE FALSE

Tape script B Meetings in the USA are usually 'aggressive, where people are often 'confrontational', openly and directly debating all the relevant issues even at the expense of personal relationships, which is very different to those cultures where diplomacy and harmony govern the approach to meetings. Meetings often include formal presentations by one or more of the participants and these presentations are a vital element in the demonstration of professional competence. Thus, presentations should not only be relevant and well researched but also delivered in a positive, enthusiastic and committed manner. The meeting and especially one in which a presentation has to be made, is seen as an opportunity to impress — if personal success is to be achieved. The desire to debate issues directly and openly leads Americans to be seen by some cultures as aggressive and even rude. Coded speech and verbosity is often seen as time wasting and in time pressured corporate USA, that is a crime.

Communicating Across Cultures

Thus, when an impasse is reached in meeting situations, the reaction is often to address it directly and ‘with feeling.’ This direct, robust debate can often be viewed by more harmony seeking cultures as signaling the breakdown of meaningful discussions and as the signal to try to abandon the interaction — whereas in the States it is seen positively and as a sign of definite progress. Check your progress 3 1 2 3 4

iii i ii i

Activity 5 Sample Answer (A Cultural Profile of India) India is a land of many religions and cultures. It is known for the richness of its cultural diversity. Yet there are some common interests that can be found all over India. Two of these are cricket and films. Most Indians enjoy watching cricket as well as Indian films, which are popularly called Bollywood films. However, regional films are also very popular in some of the states of India. Dance is another performing art which is cherished by many Indians. Some of the dance forms that are popular are – Katahk, Bharatnatyam, Kuchipudi, Odissi as well as Kathakali. Besides India is a land of folk culture and the folk dances of Punjab, Gujarat and North East States are very popular.

19

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A cultural profile of India would be incomplete without a mention of festivals. The number of festivals celebrated in India probably outnumber the number of days in the year! Diwali, Holi, Rakhi and Dussehra are some of the popular festivals celebrated by Hindus, Eid and Moharram by Muslims, Baisakhi and Lohri by Sikhs. India also has a wide variety of cuisines which vary from the Mughlai food of U.P., the rice, lentil and coconut based specialties of the South. The daily meals of most Indians include chapatti, dal, vegetables, curd and salad. A large number of Indians are vegetarians. Activity 6 Sample conversation: S:

Hi there! I am Shalini. Welcome to NIIP.

A:

Hello. I am Anu Agarwal. I am from Uttar Pradesh. This is my first visit to the South. What is your full name?

S:

I’m Shalini Thomas. You can call me Shalini. People here tend to use the first names only. It’s more of an informal environment here.

A:

Oh I see... Back home people tend to call you ma’am or madam if you are senior to them.

S:

In our company, we call everyone by their first name, no matter how senior they are.

Activity 7 1

Replacement of phrasal verbs: i ii iii iv v vi

2

Completed sentences: i ii iii iv v

20

–b –d –c –f –a –e

You must take steps to avoid getting into trouble while doing business with foreigners. A lack of understanding can lead to a break down in business interaction. In a global environment you need to get along with people of diverse cultures. You have to learn to go along with people who behave differently from you. It’s a good idea to look up some useful and relevant information about your new foreign clients.

513

vi vii viii

In spite of your best preparation you may still run into problems while dealing with people from other countries. The important thing is to come up with solutions. Before you call on someone in a new place it might help if you found out about social protocol.

21

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Cross Cultural Communication

UNIT 29: BUSINESS TRAVEL Structure 29.0 29.1 29.2 29.3 29.4 29.5 29.6 29.7 29.8 29.9 29.10

Objectives Warm up Reading: Traveling for Business Listening: Talking about Plans and Arrangements Vocabulary: Word Partnerships Speaking: Talking to a Travel Agency Writing: Giving Travel Details Grammar: The Comparative and Superlative Adjectives Pronunciation: Word Stress (Countries and Nationalities) Let Us Sum Up Answers

29.0 OBJECTIVES In this Unit you will learn about: • • • • • • • • • •

requirements of business travel preparation for business travel international travel do’s and don’t of business travel how to avoid travel related problems travel itineraries making arrangements vocabulary associated with business travel comparatives and superlatives writing a travel related e mail to a business associate

29.1 WARM UP Activity 1 What do you think is the difference between a business trip and a holiday? Write at least five points. ……………………………………………… ……………………………………………… ……………………………………………… Activity 2 Business travel is an essential part of most jobs. Can you make a checklist of things you would need to carry along on a business trip? ………………………………………………………………………………… ………………………………………………………………………………… 22

…………………………………………………………………………………

515

29.2 READING: TRAVELING FOR BUSINESS For most people, traveling for business is the answer to a lifelong dream: the opportunity to see new places, meet new people and learn more about the world in which we live. Whether you enjoy business travel or feel more like an accidental tourist, it would be useful for you to learn some tips that could make your trips more enjoyable and less stressful. 1

Travel light but don’t forget the essentials. The real business trip needs a laptop, power supply, foreign plug adapter (if needed) and files you'll need for any meeting or presentation.

2

Necessary toiletries also need to go in your hand baggage. You don’t want to be stranded without a toothpaste, or your comb!

3

Suitable clothes, just enough, or maybe one extra change in case of an emergency should do the job. Don’t overload your self with baggage. You don’t want to deal with coolies during business trips. A suitcase or bag that you can pull along is advisable. Suitability of the clothes will depend upon the weather conditions at your destination as well as the kind of people you need to meet and the events you must attend.

4

Some dry snacks and a mineral water bottle should help you cope with unforeseen delays at odd places where there’s no safe food available.

5

Book tickets in advance. It’s recommended that you book your tickets as soon as your program is finalised so that you can ensure confirmed tickets of your first choice. Frequent business travelers must travel comfortably to reduce the stress and drudgery of travel and to be relaxed and fresh enough to cope with work needs immediately after they disembark. In case of e-tickets, don’t wait till the last minute to take a printout. The Internet or power might let you down and leave you stranded.

6

Hotel bookings need to be taken care of in advance too. Choose a hotel that is close to your place of work and fulfills your essential requirements of phone, fax, computers or wi-fi, meeting rooms etc. No doubt, cleanliness, food and entertainment as well as extra facilities like gym, swimming pool etc are equally important. Call to confirm your bookings before you leave.

7

If you are traveling to a new place, it would be useful to equip your self with a map, directions and information about the place. In the case of an overseas trip this is even more important. You don’t want to be lost in a foreign land with little or no understanding of their language and culture!

23

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Cross Cultural Communication

Good travel preparation can definitely help to minimise your stress and get the most out of your trips. Happy traveling! Check your progress 1 Match these statements with the appropriate numbered tips for travel given in the Reading Section: i ii iii iv v vi vii viii

Convenient and comfortable accomodation Business accessories Stranded and hungry! Sorry you are waitlisted! Baggage overload Personal essentials Shivering in 8 degrees Celsius without a jacket Which way do I turn? Is anyone listening? Some Importnt Tips for Air Travelers: Here are some tips for people who travel frequently by air for business. These could help you to avoid some of the problems faced during air travel.

24

1

Pre-book your seats, print and keep the confirmation as online booking systems can fail, leaving you in the lurch.

2

Make sure you set out for the airport in time. You need extra time for the commute to the airport as well as the preliminary check at the entrance. Further points of delay could be at check in counters as well as security check of your baggage and person, particularly during peak hours.

3

Try to do a web, kiosk or tele check in so that you have a seat of your choice, your seat number/ boarding pass in advance. This saves time and stress.

4

Never put your laptop in your check in luggage, even if you're not using it during your flight. Rough handling, which is not uncommon, can land you with huge repair bills.

5

Get a big wallet that takes passport, tickets and receipts all together in one place. As for ladies, they are advised to keep a separate wallet for this purpose so that these identity and verification documents don’t get mixed up with other accessories and tidbits in the bag.

6

Always carry some cash. Cards may not work everywhere in India. On foreign travel you could carry Sterling or US dollars which are easily converted in most places.

7

Don't carry more than you need. It’s good to travel light, so that you can manage with cabin baggage and avoid check in bags. This saves time at your destination. You don’t have to wait at the ‘baggage claim’

517

8

and go through the hassle of sorting your bags from amongst scores of others which seem to look just the same as yours. Keep yourself well hydrated by drinking plenty of fluids.

9

Try to avoid working when you are traveling. Use the time to catch up on leisure reading and movies.

10

Make a list of what is absolutely essential to the success of the trip and aim to fit it in your carryon. It requires a lot of planning ahead the first time you do this, but it gets much easier each successive time. This is important when you are traveling abroad. Checked in baggage is sometimes lost or delayed and can cause immense inconvenience and sometimes expenditure. It is always safe to have your essentials along with an extra change as well as adequate warm clothing in your cabin baggage to tide through such situations.

11

It also helps to keep a small first aid kit as well as your essential medicines with you in a separate pouch.

12

Keep your boarding pass and passport or personal identity with you at an easily accessible place at all times. You can be asked for these at any time and several times too!

13

Make a checklist of travel essentials and keep it handy at all times. That way you will not miss out on anything important even if you have to travel at short notice. Frequent travelers would do well to have a kit with essential travel toiletries ready at all times. Avoid the temptation of digging into these supplies for home use.

Traveling can be simpler and go smoother if you create an effective system and follow it consistently. Check your progress 2 1

Take a look at these call outs which have complaints from business travelers. Write your suggestions to them from the information given in the passages above. A There was such a big jam at the entrance to the security check. I thought I’d miss my flight!

…………………………………..

B It took me some time to get my boarding pass out of the purse. Everyone behind me was grumbling.

…………………………………..

C My check in baggage hasn’t arrived. It probably got loaded onto the wrong aircraft!

………………………………….. ………………………………….. …………………………………..

………………………………….. ………………………………….. ………………………………….. ………………………………….. …………………………………..

25

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…………………………………..

Cross Cultural Communication

………………………………….. ………………………………….. D I’m afraid my printer didn’t work, so I don’t have the print out of my ticket.

…………………………………..

E I made the mistake of putting my lap top in check-in and now I have a repair bill of Rs 9000!

…………………………………..

F Imagine! They didn’t even have an aspirin in the aircraft!

………………………………….. …………………………………..

………………………………….. ………………………………….. ………………………………….. ………………………………….. ………………………………….. ………………………………….. …………………………………..

G I’m really stressed out. It wasn’t very comfortable working on the laptop in my narrow seat. 2

………………………………….. ………………………………….. ………………………………….. …………………………………..

What would be your response to these? i

‘Sorry. We don’t take American Express cards.’ …………………………………..………………………………

ii

‘I’m afraid we have no window seat left. They’re all taken.’ …………………………………..………………………………

iii

Announcement ‘We’re sorry to inform you that there’s been a delay in the arrival of checked in baggage for flight number 9W2435. Passengers are requested to wait for 20 minutes. We regret the inconvenience.’ …………………………………..………………………………

iv 26

‘I’m feeling faint and dizzy.’ …………………………………..………………………………

519

v

‘It’s freezing here. My jacket was in the check in baggage and they can’t trace my bags.’ …………………………………..………………………………

27

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Cross Cultural Communication

29.3 LISTENING: TALKING ABOUT PLANS AND ARRANGEMENTS Activity 3 You are Sushmita Nagar’s assistant. She is a Senior Manager in your firm. She is talking on the phone about her arrangements for a trip to Hyderabad, Chennai and Bangalore. Listen to her conversation and complete the entries in her diary (Tape script). October ……………………...…… Monday 12 Arrive 10 am Hyderabad…. ……………………………………………………………….. Tuesday 13 ………………….… …………………………………………….. ………………………………………. Wednesday 14 ……………………..… …………………………………………………………………………….…………. Thursday 15 ……………………………………………………………………. ………………………………………………. Friday 16 ………………………. ……………………………………………… Saturday 17 …… Free day in Chennai ………………………………………..

29.4 VOCABULARY: WORD PARTNERSHIPS Activity 4 1

Here are some sentences that tell you about foreign travel and doing business abroad. Rewrite them making use of the word given in capital letters at the bottom of each sentence. i

You may experience great joy in doing business overseas. DELIGHTFUL………………………… ……………….…………………………………

ii

It invariably opens gateways to new cultures. INTERACT ………………….……….

28

…………………………………………………………………..

521

iii

It could open up new and lucrative business opportunities.

Business Travel

PROFITS ……………………………. ..……………………………………. iv

Traveling to foreign countries requires careful preparation. OVERSEAS…………………………………………………… …..…………………………….………………………………

v

First of all you will need a passport and an entry visa. REQUIREMENT………………………………………………. …..…………………………….……………………………… …..…………………………….………………………………

vi

Each of these documents can take upwards of a month or more to obtain. APPLY…………………………………………………………. …..…………………………….………………………………

vii

Also make multiple photocopies of your passport and leave one at home and another back in your hotel room in case something should happen to the original while you're moving about. RECOMMENDED…………………………………………….. …..…………………………….………………………………

viii

If necessary, study the basics of the language spoken in the country to which you're traveling. KNOWLEDGE ………………………………………………... …..…………………………….………………………………

ix

Preferably, you must have a medical insurance that covers your travel period. ADVISABLE ………………………………………………….. …..…………………………….………………………………

x

You can buy any of the several medical insurance schemes at short notice. AVAILABLE…………………………………………………... …..…………………………….………………………………

2

Match one word in box A with another in box B to form word partnerships. A B soaking, stone, pitch, state, dark, owned, sounding, haul, cost, foreign, time, low, long

saving, wet, cold

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Cross Cultural Communication

3

Now complete the given sentences with these: i

I didn’t carry an umbrella and got …………………on the way.

ii

The food they served in the train was …………………… ……

iii

The power supply in the coach failed for a few minutes and it was ……………………… Thankfully I was carrying a torch.

iv

The country has both ………………… …and private airlines.

v

It took me some time to get used to the ………………… ……. names in Slovenia.

vi

Non stop flights are expensive but ……………………………

vii

If you want a …………………air ticket, you must book early.

viii

………………………… flights can be very tiring.

29.5 SPEAKING: TALKING TO A TRAVEL AGENCY Activity 5 Sit back to back with your study partner and make a phone call to a travel agency to make arrangements for a business trip to a foreign country. Make sure you cover the following points: • • • • •

Which airline Competitive fares / best prices Mode of payment Arrival and departure timings Confirmation of booking

………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. …………………………………………………………………………………..

29.6 WRITING: GIVING TRAVEL DETAILS Check your progress 3 You are visiting a business associate in Houston, USA. S/he already knows about your visit. Write an e mail to her/him giving information about your arrival date, day and time. Request for a pick up at the airport. Also make enquiries about the weather so that you can choose your wardrobe accordingly. 30

…………………………………………………………………………………..

523

…………………………………………………………………………………..

Business Travel

………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. …………………………………………………………………………………..

29.7 GRAMMAR: THE COMPARATIVE AND SUPERLATIVE ADJECTIVES Comparatives and Superlatives are special forms of adjectives. They are used to compare two or more things. Generally, comparatives are formed using -er and superlatives are formed using -est. They are used to express opinions and make comparative judgements. Comparatives are used to compare two things. You can use sentences with “than”, or you can use a conjunction like “but”. Examples: New York is bigger than Chicago. Indira Gandhi Airport is big, but the JFK of New York is bigger. Superlatives are used to compare more than two things. Superlative sentences usually use “the” before the superlative, because there can be only one superlative. Example: Hungary is cold, France is colder but Sweden is the coldest out of these three European countries. Check your progress 4 Now complete these sentences with appropriate comparatives or superlatives forms of adjectives: i

The journey was ……………………. than I had thought. (good)

ii

France is …………………….than Holland. (big)

iii

Out of all the countries I visited, Denmark was the …………. (cold).

iv

The Cathay Pacific ticket was the ……………………... (expensive).

v

Terminal 5 of Heathrow airport is ………………………. of all the other European terminals. (modern)

vi

A train journey is ……………………. than bus journey. (comfortable)

vii

Flying will be ……………………. way to get to Goa. (quick)

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viii

Which is ……………………. place you have travelled to? (nice)

ix

What is ……………………. way to learn about the culture if you are visiting a new place? (good)

x

At what time of the year do you have to do ………………… business travel? (less)

29.8 PRONUNCIATION: WORD STRESS (COUNTRIES AND NATIONALITIES) Mark the stressed syllables in the following words and repeat them after the teacher: America

American

Britain

British

Canada

Canadian

Hungary

Hungarian

Australia

Australian

India

Indian

Austria

Austrian

Italy

Italian

Belgium

Belgian

Japan

Japanese

Brazil

Brazilian

Portugal

Portuguese

China

Chinese

Poland

Polish

Germany

German

Switzerland

Swiss

29.9 LET US SUM UP In this unit, we gave you some travel tips which will make your business travel smooth and meaningful. We also gave you some information on air travel. This will enable you to reduce stress when you travel on business. In the Vocabulary section, we concentrated on paraphrasing and word partnerships. The Listening section was a telephonic conversation on making arrangements for business travel. In the Speaking section, you are required to complete the task by following the cues given. In the Writing section, you are required to write an email about travel arrangement. The Grammar part deals with comparative and superlative adjectives. We learn to correctly pronunciation countries and nationalities in the Pronunciation section.

29.10 ANSWERS Check your progress 1

32

i ii iii iv v vi vii

Convenient and comfortable accommodation - 6 Business accessories - 1 Stranded and hungry! - 4 Sorry you are waitlisted! - 5 Baggage overload - 3 Personal essentials - 2 Shivering in 8 degrees Celsius without a jacket - 3

525

viii Which way do I turn? Is anyone listening? - 7 Check your progress 2 1

Sample suggestions for call outs: A

You must set out for the airport with enough time to take care of delays and jams on the road and checkpoints at the airport. Always keep your Boarding pass somewhere separate and easy to take out. You should avoid check in baggage. Travel light so that everything you need fits into your cabin baggage. It’s a good idea to take the printout of your ticket and boarding pass (in case of web check in) well in advance. You must never put your laptop into your check in baggage. It takes a lot of rough handling! Why don’t you carry your own essential medical supplies? I never work during the flight. I think it’s a good time to relax, read or just watch some entertainment program.

B C D E F G 2

Business Travel

Samples responses: i ii iii iv v

Carry some cash. Web, kiosk or tele check in. Avoid the wait at the ‘baggage claim’. Drink plenty of fluids. Keep essentials in your carryon.

29.3 Listening: Talking about plans and arrangements Tape script Assistant: Sushmita: Assistant: Sushmita:

Assistant: Sushmita: Assistant: Sushmita: Assistant: Sushmita: Assistant: Sushmita: Assistant:

So when are you leaving for your trip to the South? I’m leaving by the early morning flight on Monday. What’s your schedule? I’ll arrive in Hyderabad at 10 am on Monday. Mr. Naidu will receive me at the airport. I have a meeting with their GM marketing, Mr. Pillai, in the afternoon at 2 pm. Tuesday will be busy as I am attending the conference in the morning session and meeting Mr. Natrajan in the afternoon. Who’s he? He is their CEO. So, when do you leave for Bangalore? On Wednesday morning. It is a short, 1 hour flight. The whole day I’ll be at the trade fair, meeting our important business associates and some clients. So will you have some time to look around Bangalore? I’m afraid I won’t. But I should be able to manage some free time in Chennai. Ah yes. That’s your third stop isn’t it? I arrive in Chennai on Thursday morning 9 am. So you’re visiting our subsidiary Encore Ltd. How busy are you there? 33

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Sushmita: Well I have meetings on Thursday, with the GM Production at 11 am and the MD at 4 pm. On Friday I will be visiting the workshops. Assistant: What about your free time at Chennai? Sushmita: I have kept the Saturday off to look around. I’ll return to Delhi on Sunday. Assistant: Well, that’s a long trip. I wish you a safe journey and a successful trip. Sushmita: Thanks a lot. Assistant: Bye. Sushmita: Bye. Activity 3

October Monday 12

Arrive 10 am Hyderabad, Mr. Naidu to receive at airport;2 pm Meeting with GM marketing Mr. Pillai

Tuesday 13

Morning – conference; afternoon – meeting with CEO, Mr. Natrajan

Wednesday 14 …visit to the Trade fair…………………. Thursday 15 Arrive in Chennai at 9 am; Meeting with GM Production Encore Ltd at 11 am and MD at 4 pm. Friday 16

visit to the workshop

Saturday 17

Free day in Chennai..…

Sunday 18

Back to Delhi.............………

Activity 4 1

i ii iii iv v vi vii

viii 34

Doing business overseas could be a delightful experience. It helps you to interact with different cultures. It could lead to opportunities for higher profits for your company. Traveling overseas requires careful preparation. The first requirements of foreign travel are a passport and an entry visa. One needs to apply at least a month in advance for each of them. It is recommended that you make multiple photocopies of your passport and leave one at home and another back in your hotel room in case something should happen to the original while you're moving about. A basic knowledge of the language of the country you are traveling to is essential.

527

ix x 2

Word partnerships: i ii iii iv v vi vii viii

3

It is advisable to have a medical insurance that covers your travel period. Several medical insurance schemes are available to choose from. Business Travel

soaking wet stone cold pitch dark state owned foreign sounding time saving low cost long haul

Missing words are given in bold: i

I didn’t carry an umbrella and got soaking wet on the way.

ii

The food they served in the train was stone cold.

iii

The power supply in the coach failed for a few minutes and it was pitch dark. Thankfully I was carrying a torch.

iv

The country has both state owned and private airlines.

v

It took me some time to get used to the foreign sounding names in Slovenia.

vi

Non stop flights are expensive but time saving.

vii

If you want a low cost air ticket, you must book early.

viii

Long haul flights can be very tiring.

Activity 5 Here Ms. Suchita Singh is talking to the Travel Agent of Thomas Cook Travels. This is a sample conversation. TA:

Hello. Thomas Cook Travels.

SS:

Hello. I am Suchitra Singh. I wanted to book two tickets to France for the 2nd of May. Can I get some information about the various airlines and the fares?

TA:

Yes Madam. There is an Air India flight that takes 9 hrs and the fare inclusive of taxes is R. 32, 903. Then there is an Oman Aviation flight that takes approximately 15 hrs and the fare is Rs. 29,704.These are the cheaper flights. Do you want information of more flights?

SS:

Ok…hmmm. Could you tell me the departure and arrival timings of these flights. 35

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Cross Cultural Communication

TA:

Yes ma’am. The Air India flight leaves at 11.35 am and reaches by 4.55 pm, while the Oman Aviation flight leaves at 7.45 am and reaches at 7.20 pm.

SS:

Thank you. I want some more information regarding the mode of payment etc…… Check your progress 3 Sample Answer Dear Kevin My travel details for Houston are now finalized. I will be arriving on 8 November by the 11 pm American Airlines Flight Number AA5403. I should be out of immigration, baggage claim and customs by 11.30pm. I would appreciate if you could arrange for someone to pick me up, since this is my first visit and I’m not familiar with place. Could you please let me know how cold is the winter in Houston, so that I can bring suitable clothing? Thank you Looking forward to seeing you soon. Kind regards Varun Check your progress 4 Missing words are given in bold: i ii iii iv v vi vii viii ix x

36

The journey was better than I had thought. France is bigger than Holland. Out of all the countries I visited, Denmark was the coldest. The Cathay Pacific ticket was the most expensive. Terminal 5 of Heathrow airport is the most modern of all the European terminals. A train journey is more comfortable than bus journey. Flying will be the quickest way to get to Goa. Which is the nicest place you have travelled to? What is the best way to learn about the culture if you are visiting a new place? At what time of the year do you have to do the least business travel?

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UNIT 30: BUSINESS EVENTS Structure 30.0 30.1 30.2 30.3 30.4 30.5 30.6 30.7 30.8 30.9 30.10

Objectives Warm up Reading Listening Vocabulary Speaking Writing Grammar: Modals and other Polite Expressions Pronunciation: Pronouncing the Past Tense –ed Form Let Us Sum Up Answers

30.0 OBJECTIVES In this Unit you will learn about: • • • • • •

what are business events the importance of business events planning for business events vocabulary associated with business events polite expressions writing an e-mail to expo organizers

30.1 WARM UP Activity 1 Take a look at this picture and try to predict what business events happen in such a place.

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Now take a look at this picture. What do you think is the event?

With changing times the manner of doing business has also changed. Business events such as the ones depicted above, play an important role in the progress and success of any business. In this unit you will learn about business events, with a focus on Trade Fairs, Exhibitions and Conferences.

30.2 READING

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Event planning is the process of planning a festival, ceremony, competition, party, or convention. It includes budgeting, establishing dates and alternate dates, selecting and reserving the event site, acquiring permits, and coordinating transportation and parking. Event

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planning also includes some or all of the following, depending on the event: developing a theme or motif for the event, arranging for speakers and alternate speakers, coordinating location support (such as electricity and other utilities), arranging decor, tables, chairs, tents, event support and security, catering, police, fire extinguishers/ fire fighting equipments, portable toilets, parking, signage, emergency plans, health care professionals, and cleanup. Event Planning is a relatively new career field. There is now training that helps one trying to break into the career field. There must be training for an event planner to handle all the pressure and work efficiently and creatively. This career deals with a lot of communication and organization aspects. There are many different names for an event planner such as a conference coordinator, a convention planner, a special event coordinator, and a meeting manager. Check your progress 1 1

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Business Events

All of the given statements are false. Can you correct them on the basis of the text above? i

Event planning refers to the planning and preparation for business programs only.

ii

All decisions regarding events are given to Event planners by the organizing company or people. They merely need to implement them.

iii

Since Event Planning is a new field, no formal training is available for this work.

From the list of points given below, fill in the sequence of steps that an event planner is likely to follow while organizing a typical business event.

i

Setting up the place

ii

Location

iii

Guest list

iv

Determining the purpose of the event

v

Invitations

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List of speakers

Can you guess the name of these business events? Read the text given below: 1

Organizations plan and hold these meetings with targeted audiences, and provide them with relevant information.

2

Organizations attend these shows as a lead generation activity, or host one to reinforce their image as an industry leader among those who attend, such as members, customers, prospects and suppliers.

3

This is where the big bucks are spent on a per person basis. Often held at luxury resorts in exclusive destinations, they receive the most visibility in an organization. Business development and organizational planning are the topics of the agenda.

4

These programs allow an event host to spend informal time with its guests in a non-traditional environment, giving both parties an opportunity to build a rapport and learn more about mutual business priorities.

Check your progress 2 Read this text on differences between seminars and conferences and identify at least three differences. Write them down in the appropriate columns: Seminars are usually shorter events, lasting a couple hours, ½ day or a whole day. They have single or multiple speakers, and keep all participants together in the same space. Conferences, on the other hand, typically have multiple sessions that occur concurrently. They are generally held at hotels, begin with a keynote session and then hold breakout sessions by topic. A conference is usually planned for one day, two days or sometimes longer. Seminars

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Conferences

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Here is some useful information about trade Fairs. The paragraphs of this text are numbered. Match these with the statements / questions that follow the text. A

A trade fair (trade show or expo) is an exhibition organized so that companies in a specific industry can showcase and demonstrate their latest products and services. This is also a chance for them to study activities of rivals and examine recent trends and opportunities.

B

Some trade fairs are open to the public, while others can only be attended by company representatives (members of the trade) and members of the press, therefore trade shows are classified as either "Public" or "Trade Only".

C

They are held on a continuing basis in virtually all markets and normally attract companies from around the globe. For example, in the U.S. there are currently over 2500 trade shows held every year, and several online directories have been established to help organizers, attendees, and marketers identify appropriate events.

D

Trade fairs often involve a considerable marketing investment by participating companies. Costs include space rental, design and construction of trade show displays, telecommunications and networking, travel, accommodation, and promotional literature and items to give to attendees. In addition, costs are incurred at the show for services such as electrical, booth cleaning, internet services, and drayage (also known as material handling). Consequently, cities often promote trade shows as a means of economic development.

E

Exhibitors attending the event are required to use an exhibitor manual or online exhibitor manual to order their required services and complete any necessary paperwork such as health and safety declarations.

F

An increasing number of trade fairs are happening online, and these events are called virtual tradeshows. They are increasing in popularity

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due to their relatively low cost and because there is no need to travel whether you are attending or exhibiting.

Cross Cultural Communication

Check your progress 3 i ii iii iv v vi vii

How to find the Trade Fair of your choice? What is a trade fair? The expense of participating in Trade Fairs. Trade fairs where you don’t need to be physically present Types of Trade Fairs. How to ask for what you need as an exhibitor? The frequency with which they are held.

30.3 LISTENING Check your progress 4 Listen to a speaker talking about Business Conferences and complete the following sentences: i

Business Conferences are organized by …………...........................

ii

The purpose of these conferences is……………………………………

iii

They are held at…………………………………………………………

iv

Americans refer to a conference center as a ……………………………

v

The Britishers refer to large venues as …………………………………

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Convention centres need to be large so that …………………………… ……………………………………………………..

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The largest convention centre in America is …………………………...

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In Delhi the ………………………… is a popular conference venue.

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The DLF is in the process of building…………………………………

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Jaipur has an important conference centre called………………………

30.4 VOCABULARY Check your progress 5 1

Here are some definitions of words from the texts in the reading section. Can you identify the words? i ii iii iv v

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a large meeting where people with the same work or interests come together the place where a conference or big event is held somewhere where you go to see different products or works of art space, equipment and services provided making an estimate of the likely expenses

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vi vii viii ix x 2

an official document that gives a right to do something, especially for a limited period of time to make strong to put into action to be seen and talked or written about made to appear to exist by the use of computer software, for example on the Internet

This is a list of some action words that were used in the various texts that you have just read / heard. Can you find out the nouns they were used with? These form useful collocations that will enrich your business vocabulary. You may check your answers with the ‘Answers’ section. i ii iii iv v vi vii viii ix

Acquire Reserve Coordinate Arrange for Provide Build Develop Showcase Promote

30.5 SPEAKING Activity 2 Talk about any trade fair or exhibition that you have visited in your town, city or village. This includes ‘Melas’ where goods and services are displayed and sold to visitors / customers. Remember that even these are business events. To help you out, the answer to this section provides you with information about the Suraj Kund Mela as well as an outline of the points on which you can base your presentation.

Business Events

30.6 WRITING Activity 3 Look at this advertisement you have seen of the Screen and Textile Printing Expo to be held in Chennai

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Screen & Textile Printing Expo 17 - 19 October, 2010 Chennai Trade Centre Chennai, Tamil Nadu E mail: [email protected]

You are interested in visiting this Expo. Write an e mail to the organizers to find out about accommodation facilities in the vicinity of the Expo so that you can spend maximum time at the Expo.

30.7 GRAMMAR: MODALS AND OTHER POLITE EXPRESSIONS Polite Expressions It is advisable and appropriate to use polite expressions when you •

Ask people to do things Can you……….? Will you……………….? Could you possibly………………….? Would you mind………………………………..? If you don’t mind, could you please……………….?

•

Ask permission to do things Can I………………………………..? May I………………………….? Could I………………………….? Would you mind if I……………………….? Could I possibly………………………….?

•

Make complaints Unfortunately, ………………………….. I’m afraid…………………………………….. It seems………………………………………………

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Express negative opinions or show disapproval It seems……………………………………..

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I’m afraid……………………………………… Unfortunately, …………………………………… Take note of the useful expressions given in italics that can be used in the situations given below. Check your progress 6 1

Make these statements more polite by rewriting them using the KEY word. The first one has been done for you. i

ii iii iv v vi vii viii ix x xi 2

I want 5 separate rooms for the second day of the conference. CAN Can we have 5 separate meeting rooms for the second day of the conference? You did not send us the confirmation in writing. SURE The generator is too noisy. AFRAID I need a larger screen for this room. COULD I think you made a mistake. THERE I want a refund. HOPING Your rentals are too high. Hence we cannot use your premises. UNFORTUNATELY Can’t you send it by courier? SUPPOSE Send five cabs to the Convention Centre immediately. COULD Give us two people to handle the equipment. CAN The conference is postponed. AFRAID

Make these complaints sound more polite by rephrasing the sentences using seem. Take a look at how seem is used in these sentences: It seems the lights are not adequate for the room. The lights don’t seem to be adequate for the room. The lights seem inadequate for the room. i ii iii iv v vi vii viii

The banquet hall is not clean. We’ve got the wrong chairs for the speakers. The roof is leaking. There is a problem with the sound. You’ve given us stand mikes, not collar mikes. You’ve brought the wrong bill. The total is wrong. The generator is too noisy.

Business Events

30.8 PRONUNCIATION: PRONOUNCING THE PAST TENSE –ED FORM Listen to the words given in the box. The –ed ending is pronounced in one of three ways /t/, /d/, and /Ιd/.

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Activity 4 Write the following words in the table according to the pronunciation of the -ed ending. walked explained started

knocked arrested helped

/t/

jumped stopped carried /d/

wanted called missed

looked arrived

/Ιd/

30.9 LET US SUM UP This unit gave an insight into the various business events such as conferences, seminars, trade fairs, exhibitions etc and how one is different from the other. We understood the various steps involved in the organization of such events. We were also familiarized with terms associated with business events which included the use of Modals and other polite expressions.

30.10 ANSWERS Activity 1 The first picture is a photograph of the Habitat Center, Delhi where a lot of meetings and conferences are held. The second picture appears to be that of a seminar or a conference. Check your progress 1 1

i ii iii

2

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i ii iii iv v vi

Event planning includes business and social events like festivals and ceremonies. Event planners are often asked to suggest and develop themes and motifs which may or may not be given to them by the organizers. Formal training is available for Event planners in communication and organization aspects. Determining the purpose of the event List of speakers Location Guest list Invitations Setting up the place

Check your progress 2

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Seminars:

shorter, multiple speakers, all participants remain in the same place throughout

Conferences: longer – 2 to 3 days, one keynote session, multiple breakout sessions by topics simultaneously Check your progress 3 i ii iii iv v vi vii

What is a trade fair? (A) Types of Trade Fairs. (B) The frequency with which they are held. (C) How to find the Trade Fair of your choice? (C) The expense of participating in Trade Fairs. (D) How to ask for what you need as an exhibitor? (E) Trade fairs where you don’t need to be physically present. (F)

30.3

Listening

Tape script Business conferences are events organized by an association, individual, public or private company for the purpose of networking, education or to discuss a business topic with a range of speakers. They can also be organized by either a non-profit or for-profit organization. The latter is called a conference company. Business conferences are often held at convention centers and large hotels with conference facilities. A convention center, in American English, is an exhibition hall, or conference center, that is designed to hold a convention. In British English very large venues suitable for major trade shows are known as exhibition centres while the term "convention centre" is sometimes used for intermediate venues between exhibitions centres and "conference centres", which are much smaller and contain lecture halls and meeting rooms. Convention centers are typically large, cavernous public buildings with enough open space to host public and private business and social events for their surrounding municipal and metropolitan areas. Convention centers typically offer enough floor area to accommodate several thousand attendees. Convention centers rent space for meetings such as: corporate conferences, industry trade shows, formal dances, entertainment spectacles and concerts. The largest in the United States is McCormick Place in Chicago. Large convention centers located in resort areas also host conventions that attract additional visitors. It is not uncommon for large resort area hotels to include a convention center. In India the Habitat World is New Delhi's smartest conference and banquet venue with an unmatched inventory of over 20 venues for 10 to 1500 people. It has state of the art infrastructure and parking facilities for 1000 cars.

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DLF has emerged as the lone-bidder for the Rs.3,000 crore project of building up India’s largest convention centre at Dwarka, Delhi. The proposed convention centre would be spread over 86,400 sq. metres including a conference hall of 72,000 sq. ft. with a 6,000 seating capacity and 36,600 sq metre retail space. Apart from this the project would include a five-star and a three-star hotel, a budget hotel, a banquet hall, media centre and food court. Other important Conference venues in India are Vigyan Bhawan in New Delhi, Centre Point, Renaissance Hotel and Convention Center in Mumbai, the BM Birla Science and Technology Centre in Jaipur, the Jaypee Hotels & International Convention Centre, Agra and the Cochin Convention Centre, Kochi. Check your progress 4 i ii iii iv v vi vii viii ix x

Business Conferences are organized by an association, individual, public or private company The purpose of these conferences is networking, education or to discuss a business topic with a range of speakers. They are held at convention centers and large hotels with conference facilities. Americans refer to a conference center as a convention center. The Britishers refer to large venues as exhibition centres. Convention centres need to be large so that they accommodate large numbers of people and events. The largest convention centre in America is McCormick Place in Chicago In Delhi the Habitat Center is a popular conference venue. The DLF is in the process of building the largest Convention Center in India at Dwarka, New Delhi. Jaipur has an important conference centre called the BM Birla Science and Technology Centre.

Check your progress 5

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1

i ii iii iv v vi vii viii ix x

conference venue / convention center exhibition facilities budgeting permit reinforce implement visibility virtual

2

i ii iii iv v vi

Acquire Reserve Coordinate Arrange for Provide Build

a permit an event site transportation, location support speakers information a rapport

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vii viii ix

Develop Showcase Promote

a theme products trade shows

Activity 2 The Suraj Kund Crafts is an annual event that highlights some of the finest handloom and handicraft traditions of our country. It is situated just 8 kilometers away from South Delhi. It is held from 1st to 15th February every year to enable the rural craftsmen of India to exhibit and sell their craft. The Mela is organized under the aegis of the Suraj Kund Mela Authority. This comprises of the Department of Tourism Ministry of Tourism and Culture, Government of India in collaboration with Haryana Tourism, Development Commissioner for Handlooms, Commissioner Development (Handicrafts). Suraj Kund is a beautiful tourist location of Haryana Tourism and in its lovely setting, folk painters, metal workers, stone and wood carvers, tie and dye crafts persons, embroiders, lace makers, textiles printers, carpet and loom weavers, producers of silk fabrics, jewelers and sculptors − execute and display their skills. The objectives of the Mela are: ƒ ƒ

ƒ ƒ

To create a rural ambience for the foreign and domestic tourist to see. To educate patrons both from abroad, urban centres and educational institutes about the fascinating technique and skills involved in craft creation. To introduce crafts and craft persons directly to the buyers and help them find their patrons. To Identify, nurture and preserve languishing crafts of the country and save it for posterity.

The fortnight long celebrations also come as a food festival. Some of the popular food traditions from Punjab come at the Punjabi 'Rasoi'. South Indian delicacies come in from the South Indian Section. Popular Chinese snacks also arrive for the event along with special stalls where patrons are introduced to the traditional foods and sweet meats of the selected theme State. The Suraj Kund Crafts Mela has grown equally famous for the rhythms of folk theatre. It also presents various performances of classical, instrumental and folk music. The celebration of the simple joys of rural life and reverence of epic traditions all mingle well. All these colourful events are also presented before the audience in the open-air-theatre named Natyashala. Some of the most delightful crafts collections of the Mela arrive from practically all over the country. In wood and cane come inlay work, rose wood carving, sandal wood from Punjab and South India. Chiki wood craft of Kashmir and some very fine cane craft come from West Bengal and North Eastern States. The phulkari of Punjab, the Banjara and Banni embroidery of Gujarat and Rajasthan, the Kantha traditions from West Bengal and Tripura, lace and crochet from Goa, the Suzni of Kashmir and Mirror encasing work

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along with the traditional chikan work of Lucknow delight the buyers. Besides there is a wide variety of oxidized jewellery, sea shell decorations and agate stone work toys in wood and cane, ply and mud and phad paintings of Rajasthan, the kalamkari of Andhra and Karnataka, temple paintings of Orissa, madhubani of Bihar to fascinate the beholder. The Suraj Kund Mela which began in 1981, has been doing brisk business and continues to attract tens of thousands of people from India and abroad every year. Outline of the presentation on Suraj Kund Crafts Mela: ƒ ƒ ƒ ƒ ƒ ƒ ƒ

Historical background Objectives Participation Kind of goods exhibited and sold Performing arts and other forms of entertainment Food Popularity of the mela

Activity 3 To [email protected] Add Cc Subject: Accommodation facilities at the Screen and Textile Printing Expo Dear Sir/ Madam, I am Mahesh Krishnan from Bangalore. I own a boutique ‘Mantra’ on Brigade Road, Bangalore. This is regarding the advertisement in The Hindu dated 10.4.2010 about the Screen and Textile Printing Expo to be held in Chennai from the 17th to the 19th October, 2010. I see this as a great opportunity to learn about the latest trends in textile printing. Besides it will provide a forum for interaction with various entrepreneurs from the textile industry. This would require spending maximum time at the Expo. I would be greatly obliged if you could provide me information about accommodation facilities available in the vicinity of the Expo and the procedure to book the same. Hope to hear from you at the earliest. Thank You Regards Mahesh Krishnan MD, Mantra No:12, Brigade Road Bangalore 50

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Check your progress 6 1

ii iii iv v vi vii viii ix x xi

2

i ii iii iv v vi vii viii

I’m sure you did not send us the confirmation in writing. I’m afraid the generator is too noisy. Could I have a larger screen for this room? It seems there has been a mistake. I was hoping for a refund. Unfortunately your rentals are too high. Hence we cannot use your premises. I suppose you could send it by courier. Could you please send five cabs to the Convention Centre immediately? Can you give us two people to handle the equipment? I’m afraid the conference is postponed. The banquet hall does not seem clean. It seems we’ve got the wrong chairs for the speakers. / We seem to have got the wrong chairs for the speakers. The roof seems to be leaking. There seems to be a problem with the sound. It seems you’ve given us stand mikes, instead of collar mikes. / You seem to have given us stand mikes in place of collar mikes. It seems you’ve brought the wrong bill. / You seem to have brought the wrong bill. The total seems wrong. / It seems the total is wrong. The generator seems too noisy. / It seems the generator is too noisy.

Activity 4 /t/ Walked Knocked Helped Jumped Stopped Looked Missed

/d/ Explained Carried Called Arrived

/Ιd/ Started Arrested Wanted

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Getting Ready for the Job

8 MODULE A course book for students doing Diploma in

Business Process Outsourcing

Brought to you by ABHIJIT KUMAR MISRA

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UNIT 31: PREPARING FOR THE JOB Structure 31.0 31.1 31.2 31.3 31.4 31.5 31.6 31.7 31.8 31.9 31.10

Objectives Warm Up Reading Comprehension: Creative Job Hunting Vocabulary: Definitions Listening: Advertisements Speaking Grammar: Passive Form Without ‘By+Noun’ Writing: Filling Up a Questionnaire Pronunciation: Word Stress (Numbers) Let Us Sum Up Answers

31.0 OBJECTIVES By the end of the unit you will: • • • • • •

have some idea about the world of jobs know how to search for a suitable job learn how to write letters to find out about the job market explore the internet for jobs understand vocabulary associated with jobs practice passive constructions

31.1 WARM UP Activity 1 Are you familiar with the internet? If so, look up the net and find at least three to four sites that will tell you about the availability of jobs. Interview any young friend who has just secured a job. Find out about his/her job.

31.2 READING COMPREHENSION: CREATIVE JOB HUNTING A career is a course of successive situations that make up some activity. One can have a sporting career or a musical career, but most frequently "career" in the 21st century refers to the workplace: the series of jobs or positions by which one earns one's bread. In the relatively static societies earlier, many workers would often inherit or take up a single lifelong position in the workforce, and the concept of an unfolding career had little or no meaning. With new ideas of progress and the concept of individual self-betterment, careers became possible, if not expected. 5

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Getting Ready for a Job

Career counseling is one-on-one or group professional assistance in exploration and decision making tasks related to choosing a major occupation. The field is vast and includes Career Placement, Career Planning, Learning Strategies, and Student Development. By the late 20th century a plethora of choices (especially in the range of potential professions) and more widespread education had allowed it to become fashionable to plan (or design) a career. Once you have decided on your career and completed the course of study, you will need to look for a job. In order to decide the sort of job you would like to undertake, it is sometimes advisable to contact consultants who could help you to understand the challenges involved in starting a new job. Consultants that take up too may diverse areas may loose focus and may not be able to deliver the goods. However many consultancies have had real success stories and going to one can help you plan your ventures. It has been estimated that most jobs are not advertised in a competitive job market. Most employers actually expect applicants to take the initiative. It has been estimated that one-third of vacancies for graduates are not advertised publicly, particularly in a competitive job market. It can be cost effective for the employer to draw on a limited but well-qualified and motivated "selfreferred" pool of candidates. If you decide to take this creative approach to job search, remember that thorough research is vital to success. A small number of well-targeted applications is more likely to produce results than wasting paper and postage on mass mailing. You will need to look beyond the recruitment sections of the local and national press to the general news/business sections. Where have new contracts been awarded, which organizations are expanding, who is reporting record profits and which companies are moving into your area or developing a particular product? Research thoroughly. What is the focus of individual companies? What do they look for in graduates? Build up a network of contacts. Usually people are happy to talk about their areas of work and can provide you with further, perhaps even more relevant contacts. Academic staff may have excellent links with the local industry and commerce, which could help you develop your network. Remember to keep a record of your network of contacts and follow them up from time to time to let them know you are actively seeking work, to update them on your progress or to say thank-you. Never underestimate the effectiveness of personal contacts – hopefully your motivation and perseverance will be recognized when a vacancy does turn up.

6

Telephone before you send a letter, so that your application does not arrive "cold" or on the wrong person's desk. Aim to track down the most relevant person and their job title (and make sure you spell their name correctly!). Clearly state what job area you are interested in. Say why you have chosen to

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apply to that particular organization. Demonstrate that you know something about them, their products and/or services. You will need to convince the employer that you can do the job for which you are applying. The style and tone of your letter should be persuasive. State when you are available for an interview or discussion. You may want to follow your letter with a telephone call a few days later to demonstrate your commitment and enthusiasm. If you want to discuss creative job-hunting or receive feedback about your CV and covering letter, feel free to speak to a Career Adviser or use an EGuidance service. Check your progress 1 After reading the passage answer the following questions: i

What does a career imply in the 21st Century? …………………………………………………………………………. ………………………………………………………………………….

ii

Before the so called modernism period what sort of jobs existed? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

iii

What is the role of the career counselors or advisors? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

iv

List some other areas in which career counselor’s work? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

v

Besides counselors who are the other people who can help you with a job? …………………………………………………………………………. ………………………………………………………………………….

vi

A creative approach to a job implies: …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

vii

How do you prevent your application from reaching ‘cold’? ………………………………………………………………………….

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………………………………………………………………………….

Getting Ready for a Job

………………………………………………………………………….

31.3 VOCABULARY: DEFINITIONS Activity 2 1

Fill in the blanks with the most appropriate words. i ii iii iv v

2

I have been in this job so long that I feel my career is more or less _____________. (progressive, static) It is interesting to _____________ the possibilities of different career options. (explore, accept) It is advisable to take help from ________________ to find a job. (consultants, elders) Sometimes in the _____________ world today jobs are not advertised. (creative, competitive) Jobs are advertised in the _____________ sections of the newspapers. (matrimonial, recruitment)

Look at the adjectives below. Match each of the definitions with one of the adjectives. The first one is done for you. Extrovert Ambitious Empathetic Reliable

Punctual Practical Persuasive Energetic

Sensitive cool-Headed Dynamic Creative

Definitions: i A person who wants to get to the top. ambitious ii A person who can relate to other people’s feelings. iii A person who enjoys meeting people and new situations. iv A person who is always on time. v A person who can be counted upon. vi A person who can change people’s opinions. vii A person who is good at finding solutions to problems. viii A person who is original in his thinking. ix A person with the capacity for vigorous activity. x A person who is easily affected by emotions. xi A person who is forceful and vigorous. xii A person who does not easily get ruffled.

31.4 LISTENING: ADVERTISEMENTS Check your progress 2 Listen to this advertisement on the radio (Tape script 1). Complete the passage after you have listened to the advertisement:

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The advertisement is for jobs in a)____________ sector. They are looking for b)____________ ____________ experts. For the General Managers the three skills that are desirable are c)________________________,

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d)________________________and e)________________________________. Experience should be a minimum of f)________________ years. For Project Managers the candidate should be g)_______/______ or h)______/______/______ with about i)__________ years of experience.

Preparing for the Job

Project leaders should have 6 years of j)______________ experience. Candidates having k)____________ visa will be preferred. Interviews can be scheduled by l)__________________ or by sending m)_______________ to the site address on the Internet.

31.5 SPEAKING Activity 3 Here is a situation. You have gone to submit your application for a job. When you reach there you find that it is a “walk in” interview. You are asked to wait as you will be called in shortly. In the reception you meet another young man / woman. You get into a conversation about your qualifications and your previous job. In pairs act out this scene. Ensure that both of you speak on issues that are relevant. Before you speak you and your partner can write out your script. You are Pooja/Pankaj Khatri, you have a degree in Mass Communication from IGNOU. You may listen to the model dialogue (Tape script 2).

31.6 GRAMMAR: PASSIVE FORM WITHOUT “BY+NOUN” Read the following sentences from the reading passage: 1 2

It has been estimated that most jobs are not advertised in a competitive job market. Never underestimate the effectiveness of personal contacts-hopefully your motivation and preferences will be recognized when a vacancy does turn up.

The underlined sentences are in the passive voice and the doers of the action are not mentioned. The doers in reports, newspaper headlines and science experiments are omitted because the doers are many or are not very important to know, or are very obvious. The passive forms of the verb in different tenses would look as follows: Tense Present Past Future

Simple Is / am / are + past participle Was / were + past participle Will/ shall + be + past participle

Continuous Is / am / are + being+past participle Was/were + being + past participle -

Perfect Has/have+ been +part participle Had + been + past participle 9

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Getting Ready for a Job

Activity 4 Change the following sentences into the passive voice. Omit the doer where it is necessary. i

They pulled down many trees.

ii

We make water from a mixture of hydrogen and oxygen.

iii

Someone hit my car from the back.

iv

The Principal unfolded the flag on Independence Day.

v

Madam Curie discovered Radium.

vi vii

They announced the winners of the Nobel Prizes in Physics and Chemistry yesterday. Someone broke the window yesterday in the evening.

viii

The fire brigade will put out the fire.

ix

They have cleared all the roads in this area due to VIP movement.

x

They elected a new mayor yesterday.

31.7 WRITING: FILLING UP A QUESTIONNAIRE Activity 5 Filling up a questionnaire Very often when you apply for a job you submit a resume. On the basis of the resume you are short listed and called for an interview. Some companies expect you to fill up a questionnaire just before the interview. Here’s such a questionnaire. Please read it carefully and fill it up. This job is for an Insurance BPO. Questionnaire All candidates appearing for the interview are expected to fill up this form just before the interview. This will give us a better picture of you. Name: …………………………………………… Job applied for. Tick the right box. Management Trainee i

10

Administrator

List previous jobs and positions held if any. a

…………………….

b

…………………….

c

…………………….

d

Not Applicable

Insurance BPO

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ii

iii

iv

List three reasons why you feel you are really suitable for the job. a

…………………….

b

…………………….

c

…………………….

List any two interests you have that will support your candidature and say how. a

…………………….

b

…………………….

These are some qualities we value in our employees; number them according your priority. honesty punctuality sense of belonging

v

Preparing for the Job

commitment respect responsibility

In a short paragraph of not more than 100 words tell us about yourself. Write about your dreams and ambitions and how you plan to make them a reality. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

31.8 PRONUNCIATION: WORD STRESS (NUMBERS) Listen and tick (√) the numbers you hear. Then listen and repeat the numbers along with the teacher. i

Nineteen

Ninety

ii

Sixteen

Sixty

iii

Eighteen

Eighty

iv

Thirteen

Thirty

v

Seventeen

Seventy 11

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vi

Fourteen

Forty

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Fifteen

Fifty

31.9 LET US SUM UP After going through this unit you will have some idea of the type of jobs available in the market. More than that, you would have learnt how to explore the job market and get help to find the most suitable job. Remember that if you get a job you like and enjoy it then your job will cease to be work, and will become a world of joy. That would be the best thing that would happen to you, wouldn’t it?

31.10 ANSWERS Check your progress 1 i ii iii iv v

It means a working existence, or a job by which one earns one’s living. People would inherit or take up a single lifelong job. They assess your interests, personality, values and skills and help you explore appropriate career options. Career placement, career planning, learning strategies and student development. Consultants provide advice on the challenges of new jobs.

vi

a) b) c) d)

Small number of well targeted applications. Studying the business section of a newspaper. Study new contacts. Building up a network of contacts.

vii

Telephone the right person before you send the application. Clearly state your job interest, explain why you have chosen to apply and show that you know about the job.

Activity 2

12

1

i ii iii iv v

static explore consultants competitive recruitment

2

i ii iii iv v vi vii viii ix

Ambitious Empathetic Extrovert Punctual Reliable Persuasive Practical Creative Energetic

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x xi xii

Sensitive Dynamic Cool-headed

31.4 Listening: Advertisements

(Tape script 1)

Preparing for the Job

This is Radio Live. I’m Barkha. Well, it is time now for job advertisements. You may be the lucky one who has a job waiting for you. Best of luck all you job seekers, young and not so young - here we go…… This ad is for those interested in working. It is not for everyone. It takes a lot to be a banking technology expert. And that’s exactly what Fiserv needs. The world’s largest IT Company has a market cap of $8 billion and over 17,000 clients. And it’s now looking for people under the following heads. Banking Experts General Managers: Candidates should be B.E. / B.Tech / M.E. / M.Tech / MBA /CA. Excellent interpersonal, marketing skills and sound technical exposure is required; 11 or more years of experience in handling multiple projects in banking domains; PMP certification will be an added advantage. Project Managers: Candidates should be BE/ B.Tech / ME / M.Tech/ MBA/ CA, with about 8 years of experience. Excellent interpersonal skills and sound technical exposure is a must. PMP certification will be an added advantage. Project Leaders: Candidates should be BE/B.Tech/ME/ M.Tech/MBA/ CA; with over 6 years of experience. Hands on exposure to the given technologies is essential. Candidates with B1 Visa would be preferred. Interested candidates may call at 91-9818327119 to get an interview scheduled or send their resumes at [email protected] Check your progress 2 a) b) c) d) e) f) g) h) i) j) k) l) m)

the banking banking technology interpersonal skills marketing skills sound technical exposure eleven B.E /B.Tech /M.E./ M. Tech MBA/ CA eight hands on B1 visa telephone resume

31.5 Speaking

(Tape script 2)

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Pooja: Pankaj: Pooja: Pankaj: Pooja: Pankaj: Pooja: Pankaj: Pooja: Pankaj: Pooja: Pankaj: Pooja: Pankaj: Pooja:

Hi! My name is Pooja. Are you waiting for the interview for the script writer for the RSTV? I’m Pankaj. Yes, although I didn’t realize it, this is going to be a “walk in” interview. I haven’t really prepared. Well, nor have I. I thought that we just had to submit the application. Well, is this your first job? No, actually I have done a short stint with Times Khabar. Wow! Why did you leave? Oh, it was a project for four months. What about you? This would be my first job, although I have done some script writing as part of my training. Where were you trained? At the College of Mass Communication. That’s a really fine place. Where were you trained? Oh, at a local vocational institute. Oh that’s my name announced---see you. Best of luck!

Activity 4 i ii iii iv v vi vii viii ix x

Many trees were pulled down. Water is made from a mixture of hydrogen and oxygen. My car was hit from the back. The flag was unfolded by the Principal on Independence Day. Radium was discovered by Madam Curie. The winner of the Nobel Prize in Physics and Chemistry were announced yesterday. The window was broken yesterday in the evening. The fire will be put out by the fire brigade. All the roads in the area have been cleared due to the movement of VIP. A new mayor was elected yesterday.

Activity 5 v

This is a sample: My name is Sanjay Tripathi. I’m in my final year of Economics (Major). I have many dreams which I’m determined to fulfill. I wish to join UNESCO. Here I would like to work on projects involving underprivileged children. My dream is to create a world where no child goes hungry. My greatest joy is to see a smile on a child’s face. In order to fulfill my ambition I am also a member of the college social welfare club. We have taken under our care a nearby slum cluster. I do voluntary teaching there. I teach both adults and children. I go there twice a week in the evenings.

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UNIT 32: WRITING YOUR CURRICULUM VITAE (CV) Structure 32.0 32.1 32.2 32.3 32.4 32.5 32.6 32.7 32.8 32.9

Objectives Warm Up Reading Comprehension: What is a CV? Vocabulary: Sub-heads in a CV Listening: A Consultant Describes a Good CV Writing: Writing Your Own CV Grammar: Expressing Future Time Pronunciation: Stress in Compound Words Let Us Sum Up Answers

32.0 OBJECTIVES In this unit you will learn about the importance of a Curriculum Vitae (CV) while applying for a job. You’ll learn to write your first CV or update a current one to ensure that it meets international standards. You will learn how to organize information on your CV under the most commonly accepted headings. The grammar section will deal with ways of indicating the future. In the pronunciation section, you’ll practice stress in compound words.

32.1 WARM UP Activity 1 Imagine that you are the manager of a fast food outlet in Delhi. You are looking for a young person to take orders at the customer counter. You have received many CVs in response to your job advertisement. Put a tick against the personal information necessary to select the right candidate: • • • • • • • •

Name Sister’s name Date of birth Breed of the pet dog Favourite food Contact address E-mail Passport number

32.2 READING COMPREHENSION: WHAT IS A CV? Read the following passage on what a CV is and how it should be written. Your curriculum vitae (CV) is your most important weapon when it comes to job hunting. With your CV or resume you will be able to promote yourself.

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A prospective employer will often make a snap judgment as soon as they read it. Even the most qualified people on the planet can find themselves rejected if the resume fails to come up to scratch. So how can your CV catch the attention of an employer? Avoid making it too fancy and complicated. You only have about five seconds to grab the attention - if it is too clever and unreadable it will go in the bin. Don't try to make jokes and never criticize previous employers. CV length There are no set rules governing the length of your CV - this will be decided on the basis of your career history, education and achievements. If possible, try to keep it to one page, but if this looks too crowded then spread it out over two sheets. If you write more than this, the employer has too much to read. Everyone has a different theory when it comes to the design of a CV. Don't make your design very complicated; just make sure everything is clearly marked. Include your career, progress, education and achievements prominently so your prospective employer doesn't have to search. Here is a basic format: •

Start off with your name, address and contact details clearly listed at the top of the page.

•

Follow this with a profile of yourself which should include an outline of your skills, experience and immediate career goals.

•

After this you can put in your career history - in reverse chronological order over the past 10 years - with brief descriptions of your responsibilities and achievements.

•

Then comes education, interests/personal details and references.

Remember to include: • • • •

Career history Skills and strengths Awards and achievements Contact details

Stick to the truth always

16

Make sure your CV is printed on good quality A4 size paper and never attach extra documents, letters or certificates. You can take these along for the interview. Read and re-read your CV, and then ask a friend or family member to read it as well. Make sure there are no spelling errors or coffee stains on the CV as these will give an extremely bad impression. It is important to be truthful. Never try to smudge dates and jobs to hide periods of unemployment. A basic check will expose your deceit and ruin any chance of getting the job.

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Follow all instructions on the job advertisement. If they want four copies of your CV, then you should send four. It is also important to get it in on time. Once again, remember your CV is the first impression that an employer has of you.

Writing Your Curriculum Vitae

Check your progress 1 Read the passage carefully to answer the following questions: i

How does a CV help in job hunting? …………………………………………………………………………. ………………………………………………………………………….

ii

Why is it important to keep your CV simple and readable? …………………………………………………………………………. ………………………………………………………………………….

iii

How long should your CV be? …………………………………………………………………………. ………………………………………………………………………….

iv

In which section will you include your career goals? ………………………………………………………………………….

v

What do you need to keep in mind while describing your career history? …………………………………………………………………………. ………………………………………………………………………….

vi

How can a friend help by reading your CV? …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

vii

Should you hide that you were unemployed for six months? …………………………………………………………………………. …………………………………………………………………………. …………………………………………………………………………. ………………………………………………………………………….

32.3 VOCABULARY: SUB-HEADS IN A CV Although a CV can be organized in many different ways. Most prospective employers would expect to see the following headings. Education

Referees

Personal Details

Profile

17

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Additional Skills Activity 2

Interests

Professional Experience

Tarini Sharma is compiling her CV. She has collected the relevant details. Now she has to organize them. Look at the following points and decide which heading Tarini should put them under. For example: Indira Gandhi National Open University – Bachelor’s degree in Business Management. (Answer = 'Education') i

ii

iii

iv

v

vi

vii

viii

Fluent in English • Interests • Additional skills • Education Pop music and dancing • Interests • Additional skills • Personal details Prof. D. Solanki, University of Delhi • Personal details • Profile • Referees Able to work well in a team • Profile • Personal details • Interests Responsible for supply chain management • Additional skills • Interests • Professional experience Thomas Cook Travels – Assistant Project manager (2006 – 2009) • Personal details • Interests • Professional experience Computer literate • Interests • Professional experience • Additional skills Date of birth – 4 May, 1983 • Personal details • Profile • Professional experience

32.4 LISTENING: A CONSULTANT DESCRIBES A GOOD CV Check your progress 2 18

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Listen to this advice from a recruitment consultant on how to produce a good CV. Then, look at these statements and decide which are true and which are false, according to the audio. You may listen to the audio more than once. i ii iii iv v vi vii

Employers don't care what CVs look like. Companies only receive a few applications for each position. Your CV should include as much information as possible. You should spread your points out on the page. It is better to focus on key facts. The most important feature is that it is easy to read and looks good. A good CV will guarantee a good job.

Writing Your Curriculum Vitae

32.5 WRITING: WRITING YOUR OWN CV Using all the information you’ve gathered on writing CVs in this unit, write a good CV for yourself. Keep in mind the ideal job that you’re looking for, perhaps as a Sales Manager in an organization. Before you actually start writing, organize the points under the various headings of a good CV. If you are writing a CV for the first time, include any work experience that you have. This could be unpaid, voluntary, summer job(s), internship or extracurricular activity. You can use the following template to write your CV. Feel free to make changes to the template according to your needs. Curriculum Vitae _________________________ _________________________ _________________________ _________________________ Tel: _____________________ Email: ____________________ Profile

Education

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Professional experience

Additional skills

Interests

References

32.6 GRAMMAR: EXPRESSING FUTURE TIME We express future time in many ways. Given below are some ways in which we express future time and their functions. Going to 1 2

3

Going to We are going to buy a new computer next week A: Have you decided what you would like to do after you complete your graduation? B: Well, I think I’m going to study Business Management. Look at the dark clouds; I think it’s going to rain.

Function Expresses personal intention or action taking place in the immediate future Expresses probability

Present Continuous 1 2

I have a fever. I’m meeting the doctor in the evening.

Expresses future plans

What are you doing this weekend?

and arrangement

The Simple Present 20

1

The flight leaves for Mumbai at 6 pm.

Expresses future actions

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2

The cricket match starts at 9 am.

Will/Shall + Verb 1 2 3

or

which are determined in advance by a calendar, a time table or programme.

Will be / Shall be + verb

In this unit you will learn about the importance of a CV while applying for a job. With your CV or resume you will be able to promote yourself. Shall I carry your books? Will you open the window, please?

Expresses future fact or prediction

Writing Your Curriculum Vitae

Expresses an offer or request

Will be / Shall be + verb + ing 1 2

I shall be sitting in the luxury bus tomorrow at this time. He will be leaving for Mumbai at six O’clock tomorrow.

Indicates an action which will be in progress at some time in the future and future actions that are planned

Will / Shall +have + Past participle 1 2

They will have completed the project by tomorrow evening. We shall have reached Mumbai by this time tomorrow.

Expresses an action that will have been completed by a certain time in the future

Check your progress 3 1

Fill in the blanks with the correct form of the future, using will or going to.

i

Student 1: Student 2:

Do you need any help? Oh yes, please. __________ (you /carry) these books for me?

ii

Secretary:

I’m afraid the computer is not working, I can’t send the mail. Don’t worry, it’s not urgent. I ___________ (send) the letter by courier.

Boss: iii

Businessman: I’ve chosen a name for the new soap we are launching. Colleague: Really? What ___________(you/call) it?

iv

Boss: Assistant:

Why are you not coming to office on Friday? I _____________ (attend) my sister’s wedding.

v

Adult:

I’m afraid there are no cold drinks. Do you like some tea instead? No, I ___________ (not have) anything, thanks.

Child:

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vi

Trainer: Child:

vii

viii 2

Friend 1:

Have you decided what to do about improving your English? Yes, I’m ______________ (listen) to the news every day.

Friend 2:

I won’t be able to go shopping with you in the evening, something important has come up. Don’t worry, I __________ (go) with Sunaina.

Boss: Assistant:

Can you make sure Mrs. Gupta gets the message? Yes, I _________ (tell) her as soon as she arrives.

Use one of the future forms along with the verbs in brackets to complete the following sentences. i

Rohan thinks about nothing but work, morning, noon or night. If he’s not careful he __________ (have) a nervous breakdown.

ii

_________________(you/take) the flight to Jaipur?

iii

If you have any more questions, send me an email and I ____________ (do) my best to answer them.

iv

Stop harassing me or I _____________ (complain) to police.

v

Isn’t the Chairperson coming for our event?

vi

Yes, he’s also ____________ (give) a speech on the company policies.

vii

The Sports Channel _____________ (show) the highlights of the match this evening.

viii

We’re ____________ (hire) a luxury bus for the Agra.

ix

_____________ (you/open) the door for me?

32.7 PRONUNCIATION: STRESS IN COMPOUND WORDS Compound nouns are stressed on the first word in the compound. Examples: Layout Spell-check Compound verbs are stressed on the second word in the compound. Examples: Outsmart Overdue To understand In compound adjectives the stress is on the second part of the compound. Examples:

22

Well-presented Old-fashioned

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Hyphenated compound words often have short words in the middle. Some of these are stressed on the first part of the compound such as: Mother-in-law Free-for-all Check your progress 4

Writing Your Curriculum Vitae

Mark the stress in the following compound words: i ii iii iv v vi vii viii ix x

Income Breakthrough Walking stick Absent-minded Well-known Longstanding Half-dead Swimming-pool Highway Outlook

32.8 LET US SUM UP In this unit we focussed on the importance of writing a good CV. You learnt that clarity and impact are necessary to make your CV stand out in the crowd. In the Listening section, you heard advice from a job consultant on the most important aspects of a CV. You learnt about the main headings for organising information on your CV. The section on Writing enabled you to use a popular template for writing a CV. In the Grammar section you learnt how to express thing which occur in the future.

32.9 ANSWERS Check your progress 1 i ii iii iv v vi vii

A CV helps in job hunting by giving a first overall impression of ones’ achievements. If a CV is not clear and readable it will get rejected. Most employers spend very little time on a CV. A CV should not be more than one or two pages. We must choose the information that will go into the CV. I will include my career goals in my profile. My career history should be in reverse chronological order. This is because an employer will be most interested in my latest job. By reading through my CV, a friend can help me make sure that I’ve made no mistakes. No, one should not lie in the CV. Most employers will check on the basic details. A lie will ruin all chances of getting the job. 23

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Activity 2 i ii iii iv v vi vii viii

Additional skills Interests Referees Personal details Professional experience Professional experience Additional skills Personal details

32.4

Listening: A Consultant Describes a Good CV

Tape Script With CVs, first impressions are everything. For some vacancies, employers receive an enormous number of applications. So it’s important that your CV stands out from the rest. Firstly, it should look good – well-presented, with a clear layout, with lots of white space so that the information can be located easily. Secondly, you should choose your points carefully so that your CV is concise and relevant. Keep it to one page, if you can. Use the spell-check on your computer. Use appropriate phrases, perhaps from the job advertisement, to express your achievements and abilities. To sum up, the key words are – clarity and impact. A good CV can go a long way in getting you that all important job interview. Check your progress 2 i ii iii iv v vi vii

False - The consultant says CVs should look good. False - The consultant says - For some vacancies, employers receive an enormous number of (a lot of) applications. False – You should select information carefully. True - It should have a clear layout and lots of white space. True - Your CV should be 'concise' and 'relevant' - only put in information which you think is important for the job. True - Clarity and impact are very important. False - It won't guarantee a good job, but it could help you get an interview.

Check your progress 3 1

Missing words are given in bold:

i

Student 1: Student 2:

Do you need any help? Oh yes, please. Will you carry these books for me?

ii

Secretary:

I’m afraid the computer is not working, I can’t send the mail. Don’t worry, it’s not urgent. I will send the letter by courier.

Boss: iii 24

Businessman: I’ve chosen a name for the new soap we are launching. Colleague: Really? What are you going to call it?

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iv

Boss: Assistant:

Why are you not coming to office on Friday? I am going to attend my sister’s wedding.

v

Adult:

I’m afraid there are no cold drinks. Do you like some tea instead? No, I will not have anything, thanks.

Child: vi

Trainer: Child:

vii

viii 2

Friend 1:

Have you decided what to do about improving your English? Yes, I’m going to listen to the news every day.

Friend 2:

I won’t be able to go shopping with you in the evening, something important has come up. Don’t worry, I will go with Sunaina.

Boss: Assistant:

Can you make sure Mrs. Gupta gets the message? Yes, I will tell her as soon as she arrives.

Writing Your Curriculum Vitae

Missing words are given in bold: i ii iii iv v vi vii viii ix

Rohan thinks about nothing but work, morning, noon or night. If he’s not careful he will have a nervous breakdown. Will you take the flight to Jaipur? If you have any more questions, send me an email and I will do my best to answer them. Stop harassing me or I will complain to police. Isn’t the Chairperson coming for our event? Yes, he’s also giving a speech on the company policies. The Sports Channel will be showing the highlights of the match this evening. We’re hiring a luxury bus for the Agra. Will you open the door for me?

Check your progress 4 Stress in compound words: i ii iii iv v vi vii viii ix x

Income Breakthrough Walking stick Absent-minded Well-known Longstanding Half-dead Swimming-pool Highway  Outlook

25

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UNIT 33: PORTFOLIO MAKING Structure 33.0 33.1 33.2 33.3 33.4 33.5 33.6 33.7 33.8 33.9 33.10

Objectives Warm Up Reading Comprehension: Organizing a Portfolio Vocabulary Writing: Self-profile Speaking: Presentation Listening: Creating a Web-version of your Portfolio Grammar: Reduced Relative Clauses Pronunciation: Tongue Twisters Let Us Sum Up Answers

33.0 OBJECTIVES In this Unit you will learn about the objectives of portfolio making. You will also learn •

what a portfolio is

•

the difference between a portfolio and a resume

•

the importance of having a portfolio

•

what materials to collect for a portfolio

•

the order of documents in a portfolio

•

to arrange documents in a portfolio according to relevance for a job

•

to write a brief profile of yourself highlighting your strengths

•

the importance of having a web-version of a portfolio

Note: You may write ‘resume’ as we have done or résumé / resume´.

33.1 WARM UP Activity 1 1

26

Take a look at these pictures. What qualities of a person do you think each picture highlights?

i

------------------------------

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Portfolio Making

2

ii

-------------------------------

iii

-------------------------------

iv

-------------------------------

v

-------------------------------

vi

-------------------------------

Now look at the following character traits and decide which pictures best represents these traits. You may add some relevant characteristics of your own. i ii iii iv v vi

Creativity Dedication Communication skills Spirit of Competition Teamwork Ambition

27

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vii 3

Spirit of adventure

Now make a list of the strengths you have and should highlight, while applying for any job.

33.2 READING COMPREHENSION: ORGANIZING A PORTFOLIO Activity 2 Pre-reading Before you read the text on Portfolios attempt the following questions. Then read the passage and check your answers. 1

Is a portfolio just another name for a resume? ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….……………….

2

Is a resume included in a portfolio? ………………………………………………………….……………….

3

Can one put pictures into a portfolio? ………………………………………………………….……………….

4

How long does it take to collect documents for a portfolio? ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….……………….

Usually, when you talk to someone who is preparing for an interview and ask him/her if his/her portfolio is up-to-date, the response you get is that of bewilderment. People more often than not question the need of a portfolio. Perhaps the answer to their question is, “No, a portfolio is not absolutely necessary. But if you want to give proof of your skills, get an edge, make an impact, or in short do everything possible to procure a job, then yes, you really do need a portfolio when you are called for an interview for a professional position.” How is a Portfolio Different from a Resume? ƒ ƒ ƒ 28

A portfolio is not a resume. The first personal document in the portfolio is the resume. It contains tangible evidence of your skills and abilities. It may contain colorful graphics relevant to the skills required for the position sought.

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ƒ

A portfolio is not sent out like a resume; it is usually taken along at the time of the interview.

Portfolio Making

A portfolio is a powerful interview tool for just about all job seekers. It is a visual representation of your abilities, skills, capabilities, knowledge, qualities - and it represents your potential. It presents tangible proof of your skills and abilities. Physically, it is a collection of things that represent work-related events in your life. Remember that while pursuing hobbies or volunteer activities, or simply pursuing your interests, you probably developed skills that can now be extremely useful in a work-related environment. The portfolio provides "evidence" of your potential by demonstrating what you accomplished in the past. Why is a Portfolio Worth the Work? It helps you to: • • • • • • •

Make focused preparation for interviews. Convince others of your skills, abilities and qualities pertaining to the job requirement. Showcase and hence communicate your skills clearly. Demonstrate the results of your work. Establish the habit of documenting your accomplishments and results. Create a personal database. Assess your own progress in your career development.

A portfolio can be an important learning tool for students to help them assess their learning and make it compatible to the employer's need for skilled and capable employees. How do you Make a Portfolio? You start by developing a portfolio "collection" that contains all of your artifacts. If you have written, developed, created or earned anything, you can file, print, frame, photocopy, photograph or digitize it. This is the stuff of which portfolios are made. These may include any of the following: ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ

Articles Awards Brochures College transcripts and degrees Drawings and designs Grants Letters of commendation Letters of reference Manuals and handbooks Merit reviews Photographs Presentations Programming examples Project summaries and reviews Scholarships

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ƒ Training certificates These should be used according to their relevance to the position currently being sought, and should appear in chronological order. The portfolio should be housed in a sturdy 3 ring binder with not more than 20 pages. This will allow you to add or subtract documents as needed. The binder should be neat and orderly, and the contents well organized. The first page of the portfolio should be the index. This will give the interviewer a concise overview of what is actually contained in the portfolio. It will enable him/her to look at the documents of interest, and quickly get an idea of your achievements. The first personal document should be your personal resume or curriculum vitae. This concise document should outline all relevant credentials, education, work experiences, and activities. The next section of the portfolio will include all certificates, commendations and other credentials. The most relevant or the most recently gained document should come first in this section. Following this should be educational degrees, achievements, recognition, or volunteer acknowledgments. This section may come prior to the credential file if a person is just entering the professional world, or just graduating from college. The remainder of the portfolio can be personalized from here. The ideal portfolio is organized, neat, and presents a clear picture of who this person is that is applying for the position. It is important to remember that the interviewer is busy, so the portfolio should present a person in the best light without too many frills or time-consuming inclusions. The portfolio, like the resume, should be fluid. Adjustments need to be made in it for each position sought. It is important to keep the portfolio updated and complete. At the back of your mind, keep looking for documents to add to your notebook. The portfolio is your best chance of demonstrating skills and experience to a prospective employer. Make sure you have one. Check your progress 1 Answer the following questions based on the reading text: 1

How would you define a portfolio? ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….……………….

2

What are the basic differences between a portfolio and a resume? ………………………………………………………….……………….

30

………………………………………………………….……………….

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………………………………………………………….………………. ………………………………………………………….……………….

Portfolio Making

………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. 3

Name four qualities that a portfolio can represent. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….……………….

4

How does building a portfolio act as a learning tool for students? ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….……………….

5

How should artifacts be placed in a portfolio? ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….……………….

6

When should a person start collecting artifacts for his portfolio? ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….………………. ………………………………………………………….……………….

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33.3 VOCABULARY Check your progress 2 1

Find a word in the reading text that is similar in meaning to each of the following words/phrases: i

Results that are easy to see so there is no doubt. …………………………….

ii

Evidence that shows people your abilities. …………………………….

iii

Ornamental objects of no great value …………………………….

iv

Arranged in order of time of occurrence …………………………….

v

An object produced or shaped by human craft …………………………….

vi

An official award or a recommendation …………………………….

vii

Expressing much in few words …………………………….

viii

Coming before …………………………….

2

Look at the following sentence from the Reading Passage: The portfolio should be housed in a sturdy 3 ring binder with not more than 20 pages. As you are aware the verb housed is derived from the noun house. There are other such words which are normally nouns but are sometimes used as verbs. Some of these words are carpet: carpeted, elbow: elbowed and so on. Fill in the blanks with the correct form of the words in the box. motor pilot

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queue floor

captain butter

carpet bud

i

I want my room ________________.

ii

We ______________down to Lucknow.

pocket shoulder

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iii

He _______ _________ the plane in a skilful manner.

iv

Who will ______________ the team?

v

We _________________ up for the tickets.

vi

After his father’s death, he _________all the responsibilities.

vii

Let me __________________ the toast.

viii

Plants ______________

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He __________________all the money and left.

x

His last question completely ______________ me.

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in spring.

33.4 WRITING: SELF-PROFILE Activity 3 Now write a brief, one-page profile of yourself. You may add this profile to your portfolio. If you are not working yet, you may write a profile of a friend who does. Use the framework as a guideline: • • • • • • • •

Current job profile Responsibilities you are required to undertake in this job Skills required to fulfill these responsibilities Brief outline of previous jobs and special skills developed in the period Educational qualifications Extra-curricular activities in college and school, highlighting the skills they helped develop Awards, scholarships, special commendations received during student life Career path you would like to chart out for yourself in the next five years

Note: With relevant changes corresponding to each job you apply for, this profile may also be used as a cover letter. If you already have a job, or have held one earlier, you should highlight the first four points mentioned above, and mention the others briefly. For first-time job seekers, however, it is important to emphasize your educational background, field work, surveys, projects and major activities. You should be able to highlight how everything you did honed some skills, which can now be used to advantage in a professional environment. …………………………………………………………………………………. …………………………………………………………………………………. …………………………………………………………………………………. …………………………………………………………………………………. …………………………………………………………………………………. …………………………………………………………………………………. 33

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…………………………………………………………………………………. …………………………………………………………………………………. ………………………………………………………………………………….

33.5 SPEAKING: PRESENTATION Activity 4 Make a presentation to your class/friend on why you think it is essential to have a portfolio while applying for a position in an organization.

33.6 LISTENING: CREATING A WEB-VERSION OF YOUR PORTFOLIO Activity 5 Listen to an expert talking to you about creating a web-version of your portfolio, and answer the questions given below. You can listen to the audio two to three times if needed. 1

2

Why is it especially beneficial for a web designer or a software engineer to have a portfolio website? ………………………………………………………………………… Why must you be careful while choosing a free website to create your portfolio? ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… …………………………………………………………………………

3

How is it easier to show a client your expertise in a field in a web portfolio? ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… …………………………………………………………………………

4

Why do you need to keep checking your portfolio website regularly? ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ………………………………………………………………………… ……………………………………………………………

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5

Can you complete the following sentences based on what you heard in the audio? i

Having a portfolio in a web format demonstrates …………… ……………………………………………….

ii

A portfolio is always work in ……………………………….

iii

Artists can use the web portfolio to ……………………………

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………………………………. iv

You must mention the link to your portfolio in your ………… ……………………………….

33.7 GRAMMAR: REDUCED RELATIVE CLAUSES Adjective clauses can also be reduced to phrases, which modify the noun, without changing the meaning of the sentence. Let’s look at the rules for reducing adjective clauses used as subject of the clause. 1

Omit the relative pronouns who, which, that and the be form of the verb (is, was, were, etc.) Examples: a It may contain colourful graphics which are relevant to the skills required for the position sought. b It may contain colourful graphics relevant to the skills required for the position sought.

2

In adjective clauses that do not contain the verb be, it is often possible to drop the relative pronoun, and change the verb to its –ing form. Examples: a IIC members who have their library tickets may borrow books. b IIC members having their library tickets may borrow books.

3

Some adjectives clauses can be reduced to appositive phrases. An appositive phrase is simply placing one noun or noun phrase next to another, with a comma between them. Examples: a Mrs. Gupta, who is our MD, is very fond of parties. b Mrs. Gupta, our MD, is very fond of parties.

Check your progress 3 1

Which of the following phrases can be considered ‘reduced’ versions of relative clauses? i ii

The lady in the front row The worker in the street

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iii iv v vi

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2

The voice of authority The destruction of the habitat The point to consider The proposal discussed during the meeting

First pick out the adjective clauses. Then change the adjective clauses to adjective phrases or appositive phrases. i ii iii iv v

Mr. Anil Kumar is the new Branch Manager who is in-charge of the Delhi Office. The employees who are in Mr. Kanwar’s branch are having a great time. Mr. Kanwar has written management books which are used in colleges all over the country. He’s just completed a new book which is Working Can Be Fun. Management, which is a difficult subject, is made interesting and entertaining by him.

33.8 PRONUNCIATION: TONGUE TWISTERS Let’s have some fun with consonants. Betty Botter bought some butter, but she said the butter's bitter. If I put it in my batter it will make my batter bitter. So, she bought some better butter, better than the bitter butter, and she put it in her batter and her batter was not bitter. So it was good that Betty Botter bought some better butter! She sells sea shells on the sea shore; The shells that she sells are sea shells I’m sure. So if she sells sea shells on the sea shore, I’m sure that the shells are sea shore shells.

33.9 LET US SUM UP In this Unit you learnt about the importance of portfolios in job searches. A portfolio helps to highlight your strengths as it presents a visual and tangible evidence of your skills and achievements. It has become increasingly important to have a portfolio when applying for a job. Collecting a portfolio is not a one-day job; it is something you do over a period of time, as you achieve milestones in all you undertake to do. These are not just proof of what you have done but the special skills you utilized in the process. A portfolio is always a piece of work in progress. This means it is important to keep updating it regularly. House your portfolio in a three-ring binder, so that it is easy to add or subtract documents according to need. Do not let your portfolio exceed twenty pages.

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It is important to index the documents in your portfolio so that a potential employer can easily locate in it the documents that are of greater relevance to the job you are seeking. Remember the first personal document in your portfolio is always your resume, followed by credentials, and then educational degrees, volunteer work, etc. Place your documents according to their relevance to the job you are aspiring for. Having a web version of your portfolio is an added advantage as it creates an impressive visual impact, demonstrates that you are tech-savvy, and is easy to access.

Portfolio Making

The vocabulary exercises and the grammar activities are given to help you to improve your word-power and acquire fluency in the language.

33.10 ANSWERS Activity 1 i ii iii iv v vi

Team spirit, creativity, artistic temperament Sportsmanship, competitive spirit, ambition, dedication Ambition, teamwork Good communication skills, good interpersonal skills Team spirit, spirit of adventure, fearlessness Innovative thinking, creativity

Activity 2 1

No, a portfolio is not a resume. A portfolio is much more comprehensive than a resume. It is a compilation of documents that are a tangible proof of a person’s achievements and skills.

2

Yes, the resume is the first document in the portfolio.

3

Yes, the portfolio can include pictures that document one’s skills and achievements.

4

Collecting documents for a portfolio is an ongoing process. One should add all documents to it that can be used to highlight one’s personality. You, however, need to edit it for each job application.

Check your progress 1 1

A portfolio is a visual representation of a person’s abilities, skills, capabilities, knowledge and qualities. It presents tangible proof of these skills and abilities in the form of artifacts, certificates, and other documents. The portfolio provides evidence of a person’s potential by demonstrating what s/he accomplished in the past.

2

A resume is a concise document that outlines all of a person’s relevant credentials, education, work experience, and activities. It does not include any additional documents.

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A portfolio has detailed proof of these credentials in the form of documents. It may also contain photographs. A resume is always the first document in a portfolio.

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3

Some qualities that a portfolio can represent in the form of documented evidence are a person’s abilities, skills, knowledge and potential.

4

It helps to form the habit of documenting your accomplishments and to make a focused preparation for interviews. It also helps you to assess your own progress in career development and compare it to the employer’s requirements.

5

The portfolio begins with an index. The first document in a portfolio is always the resume. The next section contains certificates, commendations and other credentials. The third section of the portfolio has all educational degrees, achievements, extra-curricular activities, volunteer work, etc. The final section contains personal information in brief.

6

A portfolio collection is developed over a period of time. It is always work in progress and should be updated regularly. Whenever you develop, create, write or do anything that could be of value to you in your work, you should file its documents as part of your portfolio collection.

Check your progress 2 1

i ii iii iv v vi vii viii

Results that are easy to see so there is no doubt Tangible Evidence that shows people your abilities Credentials Ornamental objects of no great value Frills Arranged in order of time of occurrence Chronological An object produced or shaped by human craft Artifact An official award or a recommendation Commendation Expressing much in few words Concise Coming before Prior

2

i ii iii iv v vi vii viii ix x

carpeted motored piloted captain queued shouldered butter bud pocketed floored

……………………………………………………………………… 33.6

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LISTENING: CREATING A WEB-VERSION OF YOUR PORTFOLIO

Listening: Tape script

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With the ever-increasing popularity of the Web, it is advantageous for you to know how to design web pages. Consider creating a web version of your resume, with links to your digitized portfolio. It's an excellent way to display your work and impress potential employers. Placing your portfolio into a web format is extraordinarily powerful. It demonstrates that you are current and contemporary. The visual impact is striking. Portfolio websites are especially useful for photographers and artists looking to display photos, sketches, paintings or prints on the web. If you are a writer, it can contain writing samples. It makes perfect sense for a web designer, software engineer or writer of online content, to have a web site that shows their previous work. If this is the method in which you work, what better way to present yourself than online?

Portfolio Making Portfolio Making

Remember that your portfolio is a work in progress. You don't need to upload everything at once. Take it one step at a time and take the time to create a professional, polished portfolio. Keep your portfolio current. Check to make sure everything is in working order on a regular basis. That means no broken images or broken links to other sites or outdated information. If you have a link to your email address, test it to make sure it works. Add a link of your portfolio to your resume and mention it in your cover letters so employers can access the information quickly and easily. You just need to keep a few things in mind when building your online portfolio: ƒ

ƒ ƒ

If you decide to use a free website to create your portfolio, be mindful of domain names and free websites that offer you space for your site. Many free sites also use banner ads to support their sites and you have no control over what type of ad might be displayed. You would not want a hiring manager to see a pop up of Madonna on your portfolio! Use images and color, but keep it neat and clean. Edit and Update as you come across new jobs that fit your interests. When you refer a client to your website, you will be able to refer them to specific web pages that demonstrate the expertise they are seeking.

……………………………………………………………………… Activity 5 1

Because it shows their previous work.

2

Many free sites use banner advertisements to support their sites and you have no control over what type of advertisements might be displayed. This may sometimes turn out to be embarrassing.

3

When you refer a client to your website, you can refer them to specific web pages that demonstrate the expertise they are seeking. This is easier than sifting through papers.

4

You need to check your website regularly to make sure everything is in working order and to ensure there are no broken images or broken

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links to other sites or outdated information. Also, if you have a link to your email address, you should test it regularly to make sure it works.

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5

i ii iii iv

Having a portfolio in a web format demonstrates that you are current and contemporary. A portfolio is always work in progress. Artists can use the web portfolio to display photos, sketches, paintings or prints. You must mention the link to your portfolio in your cover letter and resume.

Check your progress 3 1

i v vi

2

Adjective clauses: i ii iii vi vii

The lady in the front row ‘reduced’ The point to consider ‘reduced’ The proposal discussed during the meeting ‘reduced’

who is in-charge of the Delhi Office. who are in Mr. Kanwar’s branch which are used in colleges which is Working Can Be Fun. which is a difficult subject,

Adjective phrases or appositive phrases. i ii iii iv v

40

Mr. Anil Kumar is the new Branch Manager in-charge of the Delhi Office. The employees in Mr. Kanwar’s branch are having a good time. Mr. Kanwar has written management books used in colleges all over the country. He’s just completed a new book Working Can Be Fun. Management, a difficult subject, is made interesting and entertaining by him.

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UNIT 34:PREPARING AND FACING INTERVIEWS, PHONE AND WALK-IN INTERVIEWS Structure 34.0 34.1 34.2 34.3 34.4 34.5 34.6 34.7 34.8 34.9 34.10

Objectives Warm up Reading: Preparing for an Interview Listening: Types of Interviews Study Skills: Interviewing Vocabulary: Walk-in Interviews Speaking Grammar Pronunciation: Hints on Pronunciation (Poem) Let Us Sum Up Answers

34.0 OBJECTIVES In this unit you will learn about: • • • • • • • • •

Regular job interviews Telephone interviews Walk-in interviews how to prepare for job interviews what to do during a job interview types of job interviews the kind of questions asked at interviews the kind of questions candidates can ask prospective employers Recruitment related vocabulary and grammar

34.1 WARM UP The requirements of this job Employer: "In this job we need someone who is responsible." Applicant: "I'm the one you want. On my last job, every time anything went wrong, they said I was responsible."

Do you think you could be in such a position tomorrow? Well, you would find it hard to laugh it away. Activity 1 i ii iii

Do you feel worried or anxious about preparing for job interviews? Are you unsure about telephone interviews? Are you nervous about a job interview?

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Write down five problems or concerns you have regarding job interviews. Put your sheet aside and go through this Unit. Come back to this sheet after you have completed the Unit and see if you now feel more comfortable about job interviews.

34.2 READING: PREPARING FOR AN INTERVIEW Read the following passage an answer the questions given below: Whatever the type of job interview ⎯ a walk-in, a telephone interview or a regular in-person job interview, preparation is the key. It is important that you keep yourself in a state of high motivation and readiness, making optimum use of your time to equip yourself to excel. Here are a few things you’d like to do for sure, by way of preparation. You are certain to be asked specific questions about your potential employer, so make sure you’ve done your homework on company information like company history, recent performance, their last year's profits and latest product launches. Nothing is as disappointing as when a candidate shows enthusiasm and then doesn’t even know the most basic facts and figures about the company. So, where can you find all this information? The most likely place is the Internet. A visit to the company website could help you get all the vital statistics, including products and services as well as a feel of the company culture. You must also check out the annual report and look for a press or company news page. Put their name into a search engine to see if they’ve had any recent interesting stories written about them. It is also advisable to tap industry sources, trade journals, newspapers and other business publications to give you good background knowledge of the industry as well as the company. Talk to people who work in the company or in similar companies / areas to gather as much information as you can about the nature of work, responsibilities, work culture and work requirements. For the interview, you need to know your CV inside out. Go through your CV carefully and make notes on how you will elaborate or illustrate what you have stated. You need to be ready with examples from your experience to be able to substantiate all the claims you have made. Try to relate specific areas of your CV back to the job description. It will make it clear to the interviewer why they should hire you. Also go through the copy of your application carefully before the interview. The interview panel is likely to ask specific questions about it. Going for a job interview is no different from going for an exam. It is important that you go well prepared and confident so that you can field any question that is put to you. Before the Interview Apart from finding out about the company and being thorough with your CV, it would be helpful to follow these tips: 42

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• • • • • • • • • •

Make a rational assessment of yourself before you go for the interview. Know your strengths and weaknesses. Review your skills and abilities. Have a mock interview with a friend based on the common interview questions you’re likely to face. If you are asked to bring certificates, references, etc, get them ready well in advance to avoid having to chase around them on the morning of the big day. If you have filled up a statement of purpose as part of the application, be ready for some probing questions based on this. Be sure you know the time, date and location of the interview. Decide how you will get there and when you need to set off to arrive in good time, anticipating any delays. Visit the place once beforehand if possible. If you look good, you tend to feel good too. Avoid any last minute panic by preparing what you’re going to wear the night before. Don’t go into the interview with lots of baggage - psychological or physical. Take the bare minimum with you so you can concentrate on the interview, and nothing else. Prepare at least 5 questions that you would like to ask the panel about the company or your job. You don’t have to ask them all. See for yourself what is most appropriate to ask during the interview.

Preparing and Facing Interviews

During the Interview • • • • • • • • • • • •

Give a positive first impression which could include a warm handshake and a pleasant smile. Show enthusiasm and interest. Your body language can help you do this. Watch your nonverbal clues, such as eye contact, posture, gestures and fidgeting. Listen attentively and concentrate. Do not ever interrupt the interviewer before he / she has completed the question. Respond to questions and back up your statements about yourself with specific examples whenever possible. Ask for clarification if you don't understand a question. Be honest and natural. Ask questions, since the interview is as much an opportunity for you to learn about the company as for the company to learn about you. Be courteous to the administrative staff, since how you treat them can have an impact (positive or negative). Make sure you understand the employer's next step in the hiring process; know when and from whom you should expect to hear next. Know what action you are expected to take next, if any. When the interviewer concludes the interview, offer a firm handshake and make eye contact. Depart gracefully. After the interview, make notes right away so you don't forget critical details. Write a thank-you letter/email to your interviewer promptly.

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Use the following table to make a checklist of what you should do before, during and after the interview. This will also help you to consolidate your understanding of the do’s and prevent you from missing out anything important. The first one has been done for you. Before the Interview 1 Potential Employer 2 Sources of information about potential employer 3 Your CV and job application 4 Other supporting documents 5 Self Assessment 6 Interview practice 7 Logistics 8 Dress During the Interview 1 Body language 2 Listening 3 Response to questions 4 Behaviour 5 Procedure After the Interview

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Details

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1 Acknowledgement 2 Notes

Preparing and Facing Interviews

34.2.1 Telephone Interviews A telephone interview is an interview for employment conducted on the phone. Telephone interviews are often used to screen candidates in order to narrow the pool of applicants who will be invited for in-person interviews. They are often used for applicants who are located far away from the place of employment, possibly in another country too. You need to prepare for a phone interview just as you would for a regular interview. Before the Interview • • • • • • • • • • • • •

Study your CV and application closely Compile a list of your strengths and weaknesses, as well as a list of answers to typical phone interview questions. Being prepared for a phone conversation about your background and skills. Research the company so that you are prepared to discuss the organization and your role in it. Keep your resume in clear view, on the top of your desk, or tape it to the wall near the phone, so it's at your fingertips when you need to answer questions. Have a short list of your accomplishments available to review. Have a pen and paper handy for note taking. Turn call-waiting off so your call isn't interrupted. If the time isn't convenient, ask if you could talk at another time and suggest some alternatives. Set up the interview space – use a quiet, comfortable and private space. Clear the room – ensure that no people or pets will disturb you in the course of the call. Turn off the stereo and the TV. Close the door. Unless you're sure your cell phone service is going to be perfect, consider using a landline rather than your cell phone to avoid a dropped call or static on the line. Confirm all arrangements such as the date, time and who you will be talking to.

Practice Interviewing

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Talking on the phone isn't as easy as it seems. It might be a good idea to have a friend or family member conduct a mock interview and tape record it so you can see how you sound over the phone. Any cassette recorder will work. You'll be able to hear your "ums" and "uhs" and "okays" and you can practice reducing them from your speech. Also rehearse answers to those typical questions you'll be asked. During the Phone Interview • • • • • • • • • •

Sound professional, as if you were meeting the interviewer face to face. Don't smoke, chew gum, eat, or drink. Do keep a glass of water handy, in case you need to wet your mouth. Smile. Smiling will project a positive image to the listener and will change the tone of your voice. Speak slowly and enunciate clearly. Use the person's title (Mr. or Ms. and their last name). Only use a first name if they ask you to. Don't interrupt the interviewer. Take your time - it's perfectly acceptable to take a moment or two to collect your thoughts. Give short answers. Don’t speak in very long sentences which will not allow the interviewer to interject or ask questions. Remember your goal is to set-up a face-to-face interview. After you thank the interviewer ask if it would be possible to meet in person.

After the Interview: • •

Take notes about what you were asked and how you answered. Remember to say "thank you." Follow with a thank you note which reiterates your interest in the job.

Many companies screen job applicants by having a phone interview before calling you in for face time. Hence don’t take your phone interview casually as its your first step to a face to face one. Phone interviews are conducted just like in-person interviews. They are used by hiring managers and recruiters as a tool for screening candidates for employment. Check your progress 2 Read the write up on Telephone interviews given in 34.2.1 carefully. You will notice that there is a lot of similarity in the preparations that you would make for a telephone interview and an in-person interview. However, there are also some differences. Make a list of what you would need to do for a telephone interview which is not needed for a face-to-face interview. 34.2.2 Body Language Activity 2

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Complete the text above on Body language by inserting the sentences below in appropriate spaces. You can compare your answers with the Answer Section.

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A

If you tend to perspire under stress, try to run your hands under cold water before going in.

B

If you look away at that moment you may appear hesitant and your words will lack conviction.

C

Avoid glancing nervously around the room as this is the classic sign of someone with something to hide.

D

It begins even before you say your first word.

E

Walk in briskly and sit up straight.

F

These are distracting gestures.

G

Candidates have a tendency to speak very quickly because they are all rehearsed and charged up and waiting to go.

Preparing and Facing Interviews

Body language plays a very important role in any interview. 1.………… ……………………………………….…………………………………………. Be careful about how you walk into the room. You should be upright and brisk as you walk across the room to shake hands. Your looks and dress need due attention too. The first impression is often a lasting one. Pace yourself: Speak deliberately and more slowly than you would normally. 2.………………………………………………….…………………………… ……………. This is all the more reason why you need to remind yourself to pace your speaking so that you don’t rattle off your answers. At the same time you must be energetic and enthused about what you speak rather than say it listlessly or in a droning, monotonous way. Non-verbal signals: You must have a firm but not crushing handshake. Also, try to ensure your hands are dry and warm – as natural as possible. 3..…………………………………..……………………………………….… ………………………………………. Posture: Don’t slouch in your chair, whether at the reception or the interview room. Slouching signals “I don’t care” and should be reserved for weekends. 4……………………………………………. ………………………………………………. If you’re worried about your posture, sit naturally in front of a mirror at home and see how you look. Practice sitting in a more vertical position and make a mental note of how it feels, so you can replicate it in the interview. Always look the questioner in the eye, but not in a daring way. Be confident, and don’t stare past your questioner or at the floor. 5. .……………………… ……………………………………….…………………………………………. If there is more than one interviewer, make sure you look at each of them when answering questions, and keep your eyes on their face, not straying to other parts of their body. Don’t fidget and don’t play around with your hair, pen, nails, chair, jiggle your knees, tap your leg or anything else. 6…………………………………….

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……………………………………….…………………………………………. Don’t forget to smile occasionally. Nobody wants a deadpan or sulky employee. Eye Contact helps you to look confident and it is important to maintain focused eye contact throughout the interview. The key time to look at someone is at the end of your sentence as this helps cement the message in that sentence. 7.………………………………………………………………… ………………………………………………….. When speaking to an interview panel the rule of thumb is to give around three seconds of eye contact at random to individuals on the panel. This is long enough to engage with individuals without over-staring at any particular person. Now read the completed text carefully to make sure that you know and understand the importance of body language during job interviews. 34.2.3 Asking Questions During a Job Interview At most interviews, you will be invited to ask questions of your interviewer. This is an important opportunity for you to learn more about the employer, and for the interviewer to further evaluate you as a job candidate. It requires some advance preparation on your part. Here are some guidelines for asking questions: Prepare five good questions, understanding that you may not have time to ask them all. Ask questions concerning the job, the company, and the industry or profession. Your questions should indicate your interest in these subjects and that you have read and thought about them. For example, you might start, "I read in Economic Times that ... I wonder if that factor is going to have an impact on your business." Activity 3 Can you think of at 5 possible questions that you can ask at a job interview? Now match your questions with the ones given in the Answers Section. ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… …………………………………………………………………………………

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Check your progress 3 Listen to an audio on types of interviews carefully and state which of these three summaries best describes the audio on types of job interviews? 1

The traditional interview examines the qualifications, experience and skills of the candidates. On the other hand the behavioural interview assesses their psychology and attitude.

2

The major difference between the two kinds of interview is that in the traditional interview applicants are asked general questions whereas in the behavioural interview they are asked personal questions.

3

While the traditional interview assess the skills and abilities of candidates through general questions, the behavioural interview focuses on questions related to specific situations in which the applicants actually made use of these skills to achieve something or to solve a problem.

Preparing and Facing Interviews

34.4 STUDY SKILLS: INTERVIEWING Activity 4 Positive and Negative behaviour during an interview. Read the traits given below and mark ‘N’ against negative and ‘P’ against positive behaviour. ƒ ƒ ƒ ƒ ƒ ƒ ƒ

Generalizations Relaxed manner Alert, responsive attitude Discrete use of humour Long pauses Condescending or withdrawn Spontaneous replies

Activity 5 Here are some samples of questions asked during job interviews. Think about possible answers. Record your answers and listen to the recording and assess your responses. You could also practice them with your study partner. Personal 1 Tell me about yourself. 2 Do you have any hobbies? What do you do in your spare time? Education 1 How do you think your education has prepared you for this position? 2 What were your favorite classes/activities at school?

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3

Why did you choose your major?

Team work 1 What are the characteristics of a successful team? 2 What qualities do you have that make you an effective team player? 3 Do you work better by yourself or as part of a team? 4 What can you contribute to establish a positive working environment for our team? 5 What type of people do you work best with? Strengths 1 What are your three greatest strengths? 2 What can you contribute to our organization? 3 What are your strong points and how have they helped you to succeed? Success / Achievement 1 How do you determine or evaluate success? 2 What do you think it takes to be successful in a company like ours? 3 In what ways do you think you can make a contribution to our company? 4 What two or three accomplishments have given you the most satisfaction? Why? 5 Describe the most rewarding experience of your career thus far. Analytical Skills 1 Are you analytical? Give us one example of your analytical abilities. 2 Tell us about a particularly difficult problem that you analyzed and what your recommendation was. Motivation 1 What motivates employees? 2 Name some of the ways that a supervisor can demotivate staff. 3 What are some of the ways in which a supervisor can motivate staff? Career Goals 1 Where do you want to be five years from now in your career? 2 What are your long term career goals? 3 What prompted you to take your current job? 4 Where do you see yourself ten years from now? Leadership 1 What is your strongest leadership skill and how will it assist you for this job? 2 Provide us with an example of your leadership ability. Communication 1 How do you effectively communicate with others? 2 How important is listening to effective communication? 3 What are some of the characteristics of a good listener? 4 Tell us about a situation where you demonstrated communications skills. 50

Miscellaneous

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1 2 3

Why should we hire you? or What can you do for us that other candidates can't? What new skills or capabilities have you developed recently? Give me an example from a previous job where you've shown initiative.

Here are clues for some of these questions:

Preparing and Facing Interviews

Tell me about yourself. This is perhaps the most frequently asked question during interviews. It is a question asked at the beginning of the interview and gives the applicant an opportunity to make an opening statement about himself / herself. You can use this to state a summary of your goals, overall professional capabilities, achievements, background (educational and family), strengths, professional objectives and anything about your personality that is relevant and interesting. This question represents an opportunity to lead the interviewer in the direction you want him to go e.g., your specialization or whatever else you may wish to highlight. Remember that the first impression you create will go a long way in the ultimate selection. However, most candidates who are asked this question just blurt out their schooling, college, marks and qualifications. All this is already there in the CV. Why tell the interviewer something s/he already knows? Emphasize upon the unique characteristics that you possess while answering this question. All of us are unique in our own way. And that is the catch. Actually, everybody has something special and what one needs to do is, to probe into oneself and answer the question. What are your strengths and weaknesses? This is a rather deceptive question and should be prepared carefully. To prepare for this question one should ensure that one makes an objective self assessment of oneself before the interview. Identify and define your strengths and weaknesses. Think about your personality traits that help you to perform better as your strengths and weakness as what hampers your performance. Be positive; turn a weakness into a strength. For example, you might say: "I often worry too much over my work/ assignments.” What are your hobbies? Do you play any sports? Through such questions the interviewer may be looking for evidence of your job skills outside of your professional experience. For example, hobbies such as chess or bridge demonstrate analytical skills. Reading, music, and painting are creative hobbies. Individual sports show determination and stamina, while group sport activities may indicate you are comfortable working as part of a team. Your awareness of the objectives behind such questions can help you answer appropriately. Also, the interviewer might simply be curious to know whether you have a life outside of work. Employees who have creative or athletic outlets for their stress are often healthier, happier and more productive. Do you prefer to work by yourself or with others? The ideal answer is one of flexibility. However, be honest. Give examples describing how you have worked in both situations.

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Why should we hire you? or What can you do for us that other candidates can't? What makes you special and where do your major strengths lie? You should be able to find out what they are looking for from the job description. “I have a unique combination of strong technical skills and the ability to build longterm customer relationships” is a good opening sentence, which can then lead onto a more specific example of something you have done so far in your career. State your biggest achievement and the benefit it made to the business, then finish with “Given the opportunity, I could bring this success to your company.”

34.5 VOCABULARY: WALK-IN INTERVIEWS Activity 6 Complete the gapped text above by filling in suitable words from those given below. Check your answers with the Answers Section. elaborate immediate target unexpected confidence

instantly awareness tackle preparedness employed

world source shortfall positions

justify opportunities communicate disadvantages

short retain gap resort

Walk-in Interviews are becoming increasingly popular these days. They help companies and organizations to 1______________ personnel to meet their 2___________ need. In today’s business world where growth and achievement of 3______________ is the mantra, companies sometimes need staff on 4______________ notice for time bound projects. For these kinds of needs they may not want to wait for the 5________________ procedure adopted for regular appointments. Hence in order to tackle a projected 6________________ in target, to upgrade the target with a view to tap improving opportunities in the market, meet the 7___________________ demand in products and services, to fill the 8_____________ in human resource availability in-house due to increasing attrition, etc. companies 9______________ to walk-in interviews. Generally candidates in marketing and sales, production and technical staff, operational staff and many other categories find 10_______________ in walkin interview venues. Companies advertise the interview schedule and 11_____________ to be filled, along with venue details and offers. Usually successful walk-in candidates get an offer 12_______________, and are required to join the company immediately. There are some 13___________________ too, viz., many walk-in opportunities are temporary or short-term; or if otherwise, many times companies find it difficult to 14_____________ these employees. For freshers and candidates who are not employed currently, these opportunities help them to get 15__________________ immediately. 52

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If you are in the process of getting ready for the job market and are ready with your profile, self assessment and all set to 16_______________the claims you have made in your CV, you stand a good chance of being able to 17______________ the requirements of a walk-in interview. A lot of the questions you will be asked are similar to the regular interviews. In order to be successful in such interviews candidates need to be in a state of 18________________ at all times. The interviewers are aware of the fact that these are impromptu affairs and review the candidates accordingly. However, candidates whose basic skills are well developed and have good overall 19__________________ knowledge and general 20______________ as well as suitable skill sets have a good chance of success in such interviews. Another important factor is your ability to 21______________ and to present yourself. If these are well developed, they give you the right amount of 22_______________ and comfort to deal with the needs of walk-in interviews.

Preparing and Facing Interviews

Now read the completed text again to familiarize yourself with another invogue method of recruitment called Walk-in Interviews.

34.6 SPEAKING Take a look at 10 desirable traits that most employees look for in their candidates. Think of how many of these you possess and how you would illustrate them at your job interview with examples from your education, activities, work or life experience. Practice how you would talk about these with your study partner. 1 2 3 4 5 6 7 8 9 10

problem-solving skills ability to work under pressure ability to focus on projects leadership skills positive attitude definiteness of purpose...clear goals Enthusiasm...high level of motivation positive attitude sense of humor time management

Check your progress 4 1

Pick up at least 10 questions from the list given in the Skills Study Section and practice the answers with your partner.

2

Pick up a job advertisement relating to your field of study / interest. Imagine that you have been called by the advertiser for a job interview. Make a list of at least three questions you could ask at the interview.

34.7 GRAMMAR Activity 7 Use different forms of the word to complete the given sentences.

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Benefit 1 We all __________________ greatly from the revised pay scales. 2 Some companies lay a lot of stress on medical _________________. 3 Who will be the _______________ of my insurance if something happened to me? 4 All permanent jobs offer certain _________________. 5 It is _________________ to find out about pension schemes or retirement ____________ before you join a job. Review 1 It is good to ask someone knowledgeable to _____________ your CV. 2 How often do you _________________ the performance of your employees? 3 We carry out performance ____________________ of all employees in December. 4 Salaries are normally _______________________ annually.

34.8 PRONUNCIATION Now that you are very proficient in your English, you can pronounce this poem correctly. Read the poem first and then listen to it to correct your pronunciation. Hints on pronunciation I take it you already know Of tough and bough and cough and dough? Others may stumble, but not you On hiccough, thorough, laugh and through? Well done! And now you wish perhaps To learn of these familiar traps? Beware of heard, a dreadful word, That looks like beard and sounds like bird, And dead: it’s said like bed, not bead, For goodness’ sake, don’t call it deed! Watch out for meat and great and threat, They rhyme with suite and straight and debt. A moth is not a moth in mother Nor both in brother, broth in brother, And here is not a match for there, Nor dear and fear for bear and pear, And then there’s does and rose and loseJust took them up, and goose and choose,

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And cork and front and word and ward And font and front and word and sword. And do and go and thwart and cartCome, come, I’ve hardly made a start! A dreadful language? Man Alive, I’d mastered it when I was five.

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34.9 LET US SUM UP In this unit you learnt about regular job interviews, telephone interviews, walk-in interviews, how to prepare for job interviews and what to do during a job interview. Preparing and Facing Interviews

34.10 ANSWERS Check your progress 1 Before the Interview 1 Potential Employer 2 Sources of information about potential employer

Details Find out as much information as you can about the company - company website - other online resources - newspapers, trade journals and other publications - people

3 Your CV and job application

make a thorough study of your CV and application so that you are ready to talk about your skills, abilities, weaknesses and strengths and to substantiate your claims with examples from your experience.

4 Other supporting documents

Keep additional documents like certificates, references etc in absolute readiness well in advance

5 Self assessment

Make a rational assessment of yourself – your strengths and weaknesses, skills and abilities Organize mock interviews before friends/ relatives to give yourself adequate practice

6 Interview practice 7 Logistics

Be sure about time, date, venue and how you will reach there

8 Dress

Dress smartly, neatly and formally – girls must not overdress or use too much make up

During the Interview 1 Body language

Firm handshake, smile, eye contact, correct posture, gestures; avoid fidgeting

2 Listening

Listen carefully to what you are asked. Ask for clarification if you haven’t understood

3 Response to questions

Respond to questions and illustrate statements with examples from your

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4 Behaviour 5 Procedure

experience Speak with enthusiasm and interest. Be natural, honest and courteous. Be clear about the employer's next step in the hiring process; know when and from whom you should expect to hear next. Know what action you are expected to take next, if any.

After the Interview 1 Acknowledgement

Write a thank you letter or e mail after the interview

2 Notes

Make notes after the interview so that you can refer back to them if and when necessary

Check your progress 2 For a telephone interview you can keep your documents before you and use them when necessary – for example CV and a list of your strengths, abilities etc can be kept in front of you – however, you must not read from them but talk about them. Another difference is room preparation – it should be such that you are not disturbed during the interview. You must try to use a landline rather than a cell phone. Also keep pen and paper handy to make notes. Do not speak casually as we often do over the phone. Do not use very long sentences while answering questions. Avoid chewing or eating anything during the interview. Speak slowly and clearly. Activity 2 Body language plays a very important role in any interview. D. It begins even before you say your first word. Be careful about how you walk into the room. You should be upright and brisk as you walk across the room to shake hands. Your looks and dress need due attention too. The first impression is often a lasting one. Pace yourself: Speak deliberately and more slowly than you would normally. G. Candidates have a tendency to speak very quickly because they are all rehearsed and charged up and waiting to go. This is all the more reason why you need to remind yourself to pace your speaking so that you don’t rattle off your answers. At the same time you must be energetic and enthused about what you speak rather than say it listlessly or in a droning, monotonous way. Non-verbal signals: You must have a firm but not crushing handshake. Also, try to ensure your hands are dry and warm. A. If you tend to perspire under stress, try to run your hands under cold water before going in. 56

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Posture: Don’t slouch in your chair, whether at the reception or the interview room. Slouching signals “I don’t care” and should be reserved for weekends. E. Walk in briskly and sit up straight. If you’re worried about your posture, sit naturally in front of a mirror at home and see how you look. Practice sitting in a more vertical position and make a mental note of how it feels, so you can replicate it in the interview. Always look the questioner in the eye, but not in a daring way. Be confident, and don’t stare past your questioner or at the floor. C. Avoid glancing nervously around the room as this is the classic sign of someone with something to hide. If there is more than one interviewer, make sure you look at each of them when answering questions, and keep your eyes on their face, not straying to other parts of their body.

Preparing and Facing Interviews

Don’t fidget and don’t play around with your hair, pen, nails, chair, jiggle your knees, tap your leg or anything else. F. These are distracting gestures. Don’t forget to smile occasionally. Nobody wants a deadpan or sulky employee. Eye Contact helps you to look confident and it is important to maintain focused eye contact throughout the interview. The key time to look at someone is at the end of your sentence as this helps cement the message in that sentence. B. If you look away at that moment you may appear hesitant and your words will lack conviction. When speaking to an interview panel the rule of thumb is to give around three seconds of eye contact at random to individuals on the panel. This is long enough to engage with individuals without over-staring at any particular person. Activity 3 1 2 3 4 5 6 7

I’d like to know something about the day-to-day responsibilities of this job? What is the company's policy on providing seminars, workshops, and training so employees can hone their skills or acquire new ones? What particular computer equipment and software do you use? What kind of work can I expect to be doing the first year? How much opportunity will I have for decision-making in my first assignment? What is your organization's policy on transfers to other cities? What is the organization's plan for the next five years, and how does this department fit in?

34.3 Listening: Types of Interviews (Tape script) By Randall S. Hansen, Ph.D. . The two styles of interviewing used by companies today are the traditional job interview and the behavioral interview. The traditional job interview uses broad-based questions such as, "why do you want to work for this company," and "tell me about your strengths and weaknesses." Interviewing success or failure are more often based on the ability of the job-seeker to communicate

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than on the truthfulness or content of their answers. Employers are looking for the answer to three questions: does the job-seeker have the skills and abilities to perform the job; does the job-seeker possess the enthusiasm and work ethic that the employer expects; and will the job-seeker be a team player and fit into the organization. The behavioral job interview is based on the theory that past performance is the best indicator of future behavior, and uses questions that probe specific past behaviors, such as: "tell me about a time where you confronted an unexpected problem," "tell me about an experience when you failed to achieve a goal," and "give me a specific example of a time when you managed several projects at once." Job-seekers need to prepare for these interviews by recalling scenarios that fit the various types of behavioral interviewing questions. Expect interviewers to have several follow-up questions and probe for details that explore all aspects of a given situation or experience. Recent college graduates with little work experience should focus on class projects and group situations that might lend themselves to these types of questions. Hobbies and volunteer work also might provide examples you could use. Job-seekers should frame their answers based on a four-part outline: (1) describe the situation (2) discuss the actions you took (3) relate the outcomes (4) specify what you learned from it. Home Page: http://www.quintcareers.com/ Email: [email protected] Copyright © Quintessential Careers. All Rights Reserved Check your progress 3 Summary number 3 Activity 4 ƒ ƒ ƒ ƒ ƒ ƒ ƒ

Generalizations Relaxed manner Alert, responsive attitude Discrete use of humour Long pauses Condescending or withdrawn Spontaneous replies

N P P P N N P

Activity 6 Missing words are given in bold: Walk-in Interviews are becoming increasingly popular these days. They help companies and organizations to 1 source personnel to meet their 2 immediate need. In today’s business world where growth and achievement of 3 target is the mantra, companies sometimes need staff on 4 short notice for time bound projects. For these kind of needs they may not want to wait for the 5 elaborate procedure adopted for regular appointments. 58

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Hence in order to tackle a projected 6 shortfall in target, to upgrade the target with a view to tap improving opportunities in the market, meet the 7 unexpected demand in products and services, to fill the 8 gap in human resource availability in-house due to increasing attrition, etc. companies 9 resort to walk-in interviews. Generally candidates in marketing and sales, production and technical staff, operational staff and many other categories find 10 opportunities in walk-in interview venues. Companies advertise the interview schedule and 11 positions to be filled, along with venue details and offers.

Usually successful walk-in candidates get an offer 12 instantly, and are required to join the company immediately. There are some 13 disadvantages too, viz., many walk-in opportunities are temporary or short-term; or if otherwise, many times companies find it difficult to 14 retain these employees. For freshers and candidates who are not 15 employed currently, these opportunities help them to get employed immediately.

Preparing and Facing Interviews

If you are in the process of getting ready for the job market and are ready with your profile, self assessment and all set to 16 justify the claims you have made in your CV, you stand a good chance of being able to 17 tackle the requirements of a walk-in interview. A lot of the questions you will be asked are similar to the regular interviews. In order to be successful in such interviews candidates need to be in a state of 18 preparedness at all times. The interviewers are aware of the fact that these are impromptu affairs and review the candidates accordingly. However, candidates whose basic skills are well developed and have good overall 19 world knowledge and general 20 awareness as well as suitable skill sets have a good chance of success in such interviews. Another important factor is your ability to 21 communicate and to present yourself. If these are well developed, they give you the right amount of 22 confidence and comfort to deal with the needs of walk-in interviews. Activity 7 Benefit 1 We all benefited greatly from the revised pay scales. 2 Some companies lay a lot of stress on medical benefits. 3 Who will be the beneficiary of my insurance if something happened to me? 4 All permanent jobs offer certain benefits. 5 It is beneficial to find out about pension schemes or retirement benefits before you join a job. Review 1 It is good to ask someone knowledgeable to review your CV. 2 How often do you review the performance of your employees? 3 We carry out performance reviews of all employees in December. 4 Salaries are normally reviewed annually. 59

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UNIT 35: GROUP DISCUSSION Structure 35.0 35.1 35.2 35.3 35.4 35.5 35.6 35.7 35.8 35.9 35.10 35.11 35.12

Objectives Warm up Reading Writing Skills Listening: How to be Successful in a Group Discussion Study Skills Language Focus Vocabulary Speaking Grammar: Linking Words (Revision) Pronunciation: Collocations Let Us Sum Up Answers

35.0 OBJECTIVES Group discussions are part of the admission procedure in many Institutes of Higher Education. Besides, they also play a major role in the recruiting process for various administrative and high level posts in Business organizations. The objective of this Unit is to find answers to questions like: • • • • • • •

What is it that makes Group Discussions an important tool of assessment? What is a Group Discussion? What does Group Discussions assess? Methods and procedures in Group Discussions. Group Discussion skills. Language for Group Discussions. Assessment Criteria

35.1 WARM UP How efficiently and effectively people get along with one another, respect each others’ ideas, and resolve their inevitable professional and linguistic differences is going to result in success or failure. To what extent do you agree with the above statement?

35.2 READING Check your progress 1 60

Complete the following text on Group Discussions by inserting the appropriate sentences from the ones given below the passage in jumbled order.

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The 21st century has witnessed an increased focus and dependence on technology. Consequently we spend a lot of time in front of our computers. 1………………………………………………………………………………… …………………………………….Regardless of the use of Information technology, major decisions and sales are made on the basis of interpersonal communication. 2………………………………………………………………. ……….…………………..…………

Group Discussion

In the world of Sales, it's often said that people don't just buy products; they buy concepts sold to them through the ideas and feelings of their salesperson. 3………………………………………………………………………………… ………………………………… Some of the most important interpersonal communication skills necessary to communicate effectively face–to–face include speaking and listening, establishing rapport, and understanding and accommodating differences when communicating across personality, gender, and cultural lines. 4…..………………………………………………………… ………………………………………………………………………………… . A Group Discussion is a test of the interpersonal communication skills of a candidate. 5……………………………………………………… ……………………………..…………………………. It assesses the capacity of a person to interact constructively as member of a group and to make a meaningful contribution to the discussion. You can do so only if you have a good knowledge base, the ability to structure your arguments logically and the skill to communicate your ideas effectively. A B C D E

Plain and simple, people like to do business with people they like. Hence the importance of interpersonal communicative skills cannot be overstated. These precisely are the skills required for Group Discussions. It is often used as a tool for evaluating the effectiveness of a person in a group activity. If we're not careful, we may lose the ability to communicate effectively face–to–face.

Types of Group Discussions 1

A topic is given to the group by the GD Coordinator and the participants are asked to discuss it for a duration of 15-20 minutes. Sometimes participants are asked to decide a topic by themselves. They are then given 3 – 5 minutes to think about the topic before the GD actually starts.

2

A printed case study is given to the group and the candidates are given time to read the case before they actually begin the discussion. In this method of group discussion the following procedure is recommended: ƒ ƒ ƒ ƒ

Enumerate the facts of the case Define symptoms Identify problem Suggest solution / solutions

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Check your progress 2 Which one out of the two types of discussions would require more preparation time and why? Check your answer with the Answer section. Some more Food for Thought Be assertive but not aggressive Ensure you get enough airtime Build up a good knowledge base Structure your ideas logically - convey your ideas convincingly Contribute meaningfully to achieve the right consensus Speak first only if you have something sensible to say Display leadership by - Initiating discussion, interpreting topic, carrying discussion forward - Not allowing high performers to overshadow non-performers - Giving a patient ear to dissenting views - Not allowing the group to drift away from the main topic Avoid verbosity and wordiness Give examples to illustrate and substantiate your arguments Use a conversational style & be friendly – interact constructively Be attentive throughout the GD – be a good listener Help restore order in times of chaos Provide a fresh direction when the group is floundering Try to resolve contradictions Synthesize arguments Summarize the discussion at the end Give the right signals through your body language – show attentiveness by looking into the eyes of the speaker, lean forward to listen Address the speaker, not the moderator Thank the moderators while walking out of the hall Do not ask them to comment on your performance Check your progress 3 Read the above mentioned do’s and don’ts carefully again. Pick out the 5 don’ts from these given tips. The first one is done for you as an example. 1 2 3

Do not be aggressive.

4 5

35.3 WRITING SKILLS Check your progress 4 Elaborate upon the following tips listed above by explaining them in your own words. The first one is done for you as an example. 1 62

Be assertive but not aggressive

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2 3

State your ideas and views clearly and emphatically without allowing others to dominate you or prevent you from asserting yourself. Be an active, vocal participant and not a mere listener. But at the same time do not go overboard and become condescending or contemptuous. Nor should you prevent others from stating their viewpoints. That would be aggressiveness. Ensure you get enough airtime. Build up a good knowledge base.

Group Discussion

Now check what you have written with what is given in the Answer Section.

35.4 LISTENING: HOW TO BE SUCCESSFUL IN A GROUP DISCUSSION? Listen to a speaker telling you about how to be successful in a group discussion. Check your progress 5 On the basis of what the speaker says, state whether the following statements are True or False: i ii iii iv v vi vii

You must contribute towards reaching a consensus. In order to be heard you must speak for at least 15 minutes. You can make a meaningful contribution even if you do not know much about the topic being discussed. A fish market scenario is one where each one tries to talk at the same time and emphasize his/ her point of view. If you fail to contribute towards reaching a consensus it means you are not very good at team work. A good listener agrees with what others say. In the end you must summarize only your own point of view.

35.5 STUDY SKILLS As you are aware, Group Discussions are often used as part of selection/ recruitment procedure by Institutions and Business Organizations. Here is a list of some of the abilities that the evaluators look for in participants. Do you think you can add at least two more to the list? You may get some clues from the section ‘Some Food for Thought’. ƒ ƒ ƒ ƒ ƒ ƒ

Intelligence Depth of understanding Ability to think independently Ability to articulate thoughts Ability to appreciate another’s point of view Ability to relate to other people Assessment Criteria The participants of Group Discussions are evaluated by a panel of experts. Here are most of the areas on which they would mark

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you on their evaluation sheets. It would be extremely helpful to keep these in mind when you participate in Group Discussions. Command over spoken English – it should be logical, coherent, correct, appropriate Knowledge base – authentic information – genuine facts and figures Convincing power – cogent, decent and constructively forceful attitude Discourse management – coping with twists and turns of arguments Body Language – eye contact, body posture, attentiveness Maturity – candidate must not ‘bully’ others or take undue advantage to prove himself/herself a ‘leader’. Listening – intelligent and analytical Supplementing – responding and adding to what another has said before initiating a fresh turn Initiative and Assertiveness Beneficial Team Behaviour Initiate discussions Seek information and opinions Suggest procedures for reaching a goal / consensus Clarify or elaborate ideas Summarize Act as a gate-keeper, direct conversational traffic, avoid simultaneous conversations Subdue dominant talkers, make room for reserved and shy people Keep the discussion from digressing Be flexible and creative in resolving differences A consolidated task based on the inputs given in this section is given in the speaking section.

35.6 LANGUAGE FOCUS Here is some helpful language for group discussions:

-

Stating an opinion It seems to me... In my view… I tend to think… Its obvious that… I believe…. Clearly,……

„ -

Interrupting Excuse me, may I ask for a clarification on this… If I may interrupt… Sorry to interrupt but…………..

„ -

Handling Interruptions Sorry, please let me finish………….. If I may finish what I am saying…… Could you please allow me to complete what I’m saying………….

„

Moving the discussion on

„

-

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„ „ „ „ -

Can we go on to think about…… I think we should now move on to consider……… Expressing Agreement I totally agree I agree entirely I quite agree I couldn’t agree more Absolutely / precisely /exactly I think you’re right

Group Discussion

Expressing disagreement I don’t agree at all I totally disagree I think quite differently on this I don’t really think so I’m afraid I can’t agree with you there Checking comprehension / reformulating To put that another way… If I follow you correctly… So what you’re saying is… Does that mean… Are you saying… Making a suggestion I suggest that…. We could….. Perhaps we should… It might be worth…. What about…..? Why don’t we…….?

35.7 VOCABULARY Check your progress 6 Read the text and use the right form of the word in the bracket to form a word that fits in the numbered space. The first one is done for you as an example. The 1 surest (sure) way of antagonizing others in the GD as well as the examiner is to appoint yourself as a de facto 2________ (chair) of the group. Do not try to impose a system whereby everyone gets a chance to speak in turn. A GD is meant to be a free 3______ (flow) discussion. Let it proceed naturally. Do not ever try to take a vote on the topic. A vote is no substitute for discussion. Do not address only one or two persons when 4________(speak). Maintain eye contact with as many members of the group as possible. This will involve others in what you are saying and increase your 5___________(chance)of carrying them with you. Do this even if you are 6_________(answer) a specific point raised by one person. Word Collocations: In the English language many words occur in groups or pairs naturally or habitually. These are called word collocations. Example: a

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quick temper. The exercise that follows has collocations with verbs. The first one is done for you as an example. Check your progress 7 Combine the words in the two columns to make word collocations. i ii iii iv v vi vii viii ix x xi xii

Build Restore Take Resolve Synthesize Accommodate Maintain Summarize Provide Convey Accept Define

eye contact (Answer: Build a consensus) arguments ideas convincingly contradictions dissenting viewpoints responsibility a consensus order decisions a fresh direction your objective the discussion

35.8 SPEAKING Practice your group discussion skills by arranging to meet with your study partners. Select any of these topics and conduct your discussion. Remember to apply the tips we have given you, the do’s and don’ts as well as the formulaic language given in the unit. Ask someone to assess you on the basis of the assessment criteria given in the unit. Some excerpts of a possible model are given for the first topic. 1

What ails Indian sports? Speaker 1: There is no doubt about the fact that Indian sports has come a long way from what it was in the early days of Independence. However, we also cannot deny that looking at our population and potential, we Indians have not achieved much in the area of Sports. I am of the view that lack of infrastructure is the biggest problem that we face. This is particularly true of smaller towns and the countryside…………………………………………………………… ………………. Speaker 2: I quite agree with what you say about the lack of facilities in small places. But don’t you think that a lot of the facilities available in the bigger towns are underutilized?.........................................................…………………… Speaker 3: I’m afraid I don’t really agree with you there. Many children wish to make use of the infrastructure but the professional sports persons and sometimes the administrators do not really allow everyone to make use of the facilities. Besides the fee for some of these stadiums is………………………………………..

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Speaker 4: If I may add here, that besides lack of infrastructure, there is also a great deal of political interference in sports. On many

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occasions the deserving players are not selected. For example take the case of ……………………………… 2 3 4 5

Is coalition politics here to stay? Should colas be banned for the safety of public health? The cable TV invasion. Education and success – is there a correlation?

Group Discussion

35.9 GRAMMAR: LINKING WORDS (REVISION) This passage on whether it is a good strategy to be an opening speaker in a group discussion has some important linking words missing. These may be relative pronouns, conjunctions, conditionals or determiners. Check your progress 8 Complete the paragraph with the words from the box. therefore who

otherwise and

or if

In most GD’s the opening speaker is the person 1_________ is likely to get the maximum uninterrupted airtime. The reason is simple. At the start most other participants in the GD are still trying to understand the basic issues in the topic, 2_________are too nervous to speak 3_______are waiting for someone else to start. 4_______________ the evaluators get the best chance to observe the opening speaker. Now this is a double-edged sword. 5___________the opening speaker talks sense, naturally he will get credit because he opened and took the group in the right direction.6_______ on the other hand, the first speaker doesn’t make too much sense, he will attract the undivided attention of the evaluators to his shortcomings. He will be marked as a person 7________ speaks without thinking merely for the sake of speaking. He will be seen as someone who leads the group in the wrong direction 8_________ does not make a positive contribution to the group. So remember, speaking first is a high-risk high-return strategy. It can make 9_______ mar your GD performance depending how you handle it. Speak first only10________ you have something sensible to say. 11____________ keep quiet and let someone else start. Confirm your answers by checking with the ‘Answer Section’.

35.10 PRONUNCIATION: COLLOCATIONS Here are some more collocations. You can hear them on the audio CD. Repeat as you hear each one. i ii iii iv v vi

cost control market share express an opinion draw a conclusion break the deadlock illustrate the point

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vii viii ix x

beside the point made any headway reach a compromise for the time being

35.11 LET US SUM UP In this Unit you learnt about: • • • • • • • •

What is a Group Discussion? The importance of GD as a tool for assessment Types of Group Discussions Assessment criteria for GDs Language used in GDs Do’s and don’ts for GDs How to take part in an actual group discussion Word collocations

35.12 ANSWERS Check your progress 1 The 21st century has witnessed an increased focus and dependence on technology. Consequently we spend a lot of time in front of our computers. E. If we're not careful, we may lose the ability to communicate effectively face–to–face. Regardless of the use of Information technology, major decisions and sales are made on the basis of interpersonal communication. B. Hence the importance of interpersonal communicative skills cannot be overstated. In the world of Sales, it's often said that people don't just buy products; they buy concepts sold to them through the ideas and feelings of their salesperson. A. Plain and simple, people like to do business with people they like. Some of the most important interpersonal communication skills necessary to communicate effectively face–to–face include speaking and listening, establishing rapport, and understanding and accommodating differences when communicating across personality, gender, and cultural lines. C. These precisely are the skills required for Group Discussions. A Group Discussion is a test of the interpersonal communication skills of a candidate. D. It is often used as a tool for evaluating the effectiveness of a person in a group activity. It assesses the capacity of a person to interact constructively as member of a group and to make a meaningful contribution to the discussion. You can do so only if you have a good knowledge base, the ability to structure your arguments logically and the skill to communicate your ideas effectively. Check your progress 2 Types of group discussions More preparation time will be required for the Case Study based group discussion because the candidates need to be given time to read and understand the case before they begin their discussion. 68

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Check your progress 3 i ii iii iv v

Do not be aggressive. Do not allow high performers to overshadow low performers. Do not allow the group to drift away from the main topic. Do not be verbose and wordy. Do not ask moderators to comment on your performance.

Group Discussion

Check your progress 4 2

Ensure you get enough airtime It is for you to make sure that you take the opportunity to present your viewpoints and arguments and speak for enough time to make a creative and meaningful contribution to the discussion. The airtime is the amount of time you speak.

3

Build up a good knowledge base. Building up a wide knowledge base means increasing your knowledge and general awareness so that you are well equipped with information and viewpoints. This can be done by doing a lot of general reading from newspapers, magazines and books. Listening to or watching programmes on current affairs, social welfare, economics, commerce, environment, etc can also be extremely useful.

35.4 Listening: How to be Successful in a Group Discussion In order to succeed at any unstructured group discussion, you must define what your objective in the group is. A good definition of your objective is - to be seen to have contributed meaningfully in an attempt to achieve the right consensus. The key words in this definition are ‘seen’, ‘meaningfully’, and ‘attempt’. Let us understand what each of these imply in terms of action points: The first implication is that merely making a meaningful contribution in an attempt to achieve consensus is not enough. You have to be seen by the evaluator to have made a meaningful contribution in an attempt to build the right consensus. In other words, you must ensure that you are heard by the group. If the group hears you so will the evaluator. You must get at least some airtime. If you are not a very assertive person you will have to simply learn to be assertive for those 15 minutes. The second important implication is that making just any sort of contribution is not enough. Your contribution has to be meaningful. A meaningful contribution suggests that you have a good knowledge base, are able to structure arguments logically and are a good communicator. These are qualities that are desired by all evaluators. One way of deciding what sort of contribution is meaningful at what point of time is to follow two simple rules. First, in times of chaos, a person who restores order to the group is appreciated. Your level of participation in a fish market kind of scenario can

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be low, but your degree of influence must never be low. In other words, you must make positive contributions every time you speak, and not merely speak for the sake of speaking. The second rule is applicable when the group is floundering. In this situation a person who provides a fresh direction to the group is given credit. The third implication is that you must be clearly seen to be attempting to build a consensus. Nobody expects a group of ten people, all with different points of view on a controversial subject to actually achieve a consensus. But did you make the attempt to build a consensus? The reason why an attempt to build a consensus is important is because in most work situations you will have to work with people in a team, accept joint responsibilities and take decisions as a group. You must demonstrate the fact that you are capable and inclined to work as part of a team. What are the ways that you can try to build consensus? Firstly, you don't just talk. You also listen. You must realize that other people also may have valid points to make. You should not only try to persuade other people to your point of view, but also come across as a person who has an open mind and appreciates the valid points of others. You must try and resolve contradictions and arguments of others in the group. You must synthesize arguments and try and achieve a unified position in the group. Try and summarize the discussion at the end. In the summary do not merely restate your point of view; also accommodate dissenting viewpoints. If the group did not reach a consensus, say so in your summary. You must carry people with you. One last point, you must not agree with another participant in the group merely for the sake of achieving consensus. If you disagree, say so. You are not there to attempt to build just any consensus. You have to attempt to build the right consensus.

Check Your Progress 5 i ii iii iv v vi vii

You must contribute towards reaching a consensus. TRUE In order to be heard you must speak for at least 15 minutes. FALSE You can make a meaningful contribution even if you do not know much about the topic being discussed. FALSE A fish market scenario is one where each one tries to talk at the same time and emphasize his/ her point of view. TRUE If you fail to contribute towards reaching a consensus it means you are not very good at team work. TRUE A good listener agrees with what others say. FALSE In the end you must summarize only your own point of view. FALSE

Check your progress 6 The surest way of antagonizing others in the GD as well as the examiner is to appoint yourself as a de facto chairperson of the group. Do not try to impose a system whereby everyone gets a chance to speak in turn. A GD is meant to 70

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be a free flowing discussion. Let it proceed naturally. Do not ever try to take a vote on the topic. A vote is no substitute for discussion. Do not address only one or two persons when speaking. Maintain eye contact with as many members of the group as possible. This will involve others in what you are saying and increase your chances of carrying them with you. Do this even if you are answering a specific point raised by one person. Check your progress 7 i ii iii iv v vi vii viii ix x xi xii

Build Restore Take Resolve Synthesize Accommodate Maintain Summarize Provide Convey Accept Define

Group Discussion

a consensus order decisions contradictions arguments dissenting viewpoints eye contact the discussion a fresh direction ideas convincingly responsibility your objective

Check your progress 8 Linking Words In most GD’s the opening speaker is the person 1 who is likely to get the maximum uninterrupted airtime. The reason is simple. At the start most other participants in the GD are still trying to understand the basic issues in the topic, 3 or are too nervous to speak 4 and are waiting for someone else to start. 5 Therefore the evaluators get the best chance to observe the opening speaker. Now this is a double-edged sword. 6 If the opening speaker talks sense naturally he will get credit because he opened and took the group in the right direction. 7 If on the other hand the first speaker doesn’t have too much sense to say, he will attract the undivided attention of the evaluators to his shortcomings. He will be marked as a person 8 who speaks without thinking merely for the sake of speaking, as someone who leads the group in the wrong direction 9 and does not make a positive contribution to the group. So remember, speaking first is a high-risk high return strategy. It can make 10 or mar your GD performance depending how you handle it. Speak first only 11 if you have something sensible to say. 12 Otherwise keep quiet and let someone else start. Pronunciation (tape script) This is where the stress would be in any sentence with these collocations. i ii iii iv v vi vii

'cost con'trol 'market 'share ex'press an o'pinion 'draw a conc'lusion 'break the 'deadlock 'illustrate the 'point be'side the 'point

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viii ix x

make any 'headway reach a 'compromise for the 'time 'being

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QUESTIONNAIRE Dear students, We are including a questionnaire in the last Module of this Programme and we would be very grateful if you take out time to fill it and send it to us. It will be very useful feedback and help us in continuously revising the material. You must therefore give us your frank views. 1.

Your favourite units are………..(give reasons)

2.

The units you did not like are……….(give reasons)

3.

The level of language in the courses: Tick the right option • Easy to understand • Can manage some units • O.K. • Couldn’t understand most of the units • Very difficult

4.

Topics covered: Tick the right option • Very interesting and useful • Interesting and useful • O.K • Not very useful and interesting • Not useful at all

5.

Activity Types: Tick the right option • Very interesting and useful • Interesting and useful • O.K • Not very useful and interesting • Not useful at all

6.

Any other comments:

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