Business English Workshop - BM Seminar Series

November 1, 2014

BM Consultants India

Introduction

Listening Skills

Business English Phrases

Role Plays

Email DraftingBM Consultants India


Scenery and Landscape are Nostalgic


Hustle and Bustle of a Big City


Speed Away


Onlookers /Passers-by


Piercing Siren and Flashing -Dizzying Strobe Lights


Pull Over





Own the Frame!

Win the Frame!


Stages of Life


Toddler Stage


Teenager Stage


Boss and Employee Stage




What do you think is the most important aspect of business English?


Introduction

Listening Skills


Role Plays


Business EnglishSocial skills,

9.6

Speaking skills, 34.9

Business Vocabulary,

15.7

Listening skills, 25.5

Writin-letters, emails,

14.2


Small talk Small talk is used to start a

conversation before getting into details.

It is particularly beneficial in Business English as it helps to form relationship.

It is important to know what to say and wha Text missing


Bless You!

How to excuse yourself and come out of embarrassing situations like Burp, Yawn, Hiccup or Sneeze?

Some one sneezes. What do you say?

Excuse Me!


How to ask someone to repeat something?

How to greet

someone you

haven't seen for a

long time

I am sorry I didn’t quite catch that. Could you say that again?

Haven’t seen you since ages


Someone thanks you for something.

What do you say?

How to refuse an invitation politely?

• You’re welcome!• It was a pleasure!• A pleasure!• My pleasure!

I’d love to come, but I’m afraid, I have to….


http://www.wackystock.com/details/clipart/5125_disagreeing_emperor_pointing_his_thumb_down.html

http://www.wackystock.com/details/clipart/5125_disagreeing_emperor_pointing_his_thumb_down.html

Introducing Someone Else• I like to introduce you to ..• I would like you to meet ..


Your friend is ill. What do you say?

• I hope you feel better soon.• I hope you get better


Express preferences in English are as follows:

“I tend to prefer -ing… to -ing… ” or “I tend to prefer X to Y”

e.g. I tend to prefer learning English to learning Spanish.

You’re late for a meeting. What do you say?

I am very sorry, but I am running late. I hope to be there in about 5 minutes.


http://www.clipartof.com/use_policy

http://www.clipartof.com/use_policy

Would you like to … ?

Would you mind going to…?

What do you think about going to the swimming pool ?

Suggestions

Acceptance:

Decline:

Yes, it’s a great idea. I agree.

It sounds great.

Yes, let’s do that/it.

I’m sorry, but I have to learn.

Sorry, but I cannot make it today.

I’m afraid I don’t like that idea.

Hmm, I don’t think… BM Consultants India

While interacting with somebody, you’ve

seen someone you want to talk to:

Expressions for making complaints

Listen, I’ve just seen (Name) over there. Excuse me a moment, I really need to catch him.

I’d like to complain about … BM Consultants India

Someone has passed away, what do you say

to the family?

My condolences to you and your family.

I'm really sorry to hear about your loss, I send my condolences to you and your family, if you need anything you can ask me.


Moving from small talk to business

Put forward plans and proposals

decide on

Well, I suppose we should make a start.So, shall we get down to business?

I would like to put forward a proposal that …BM Consultants India

Face to Face, Telephone, and Written

Which Is the Best Communication?


Face-to-Face Communication




Types of Face to Face Communication

InterviewsMeetingsConferencesSeminarsWorkshopsClass-room lecturesStage-actingPublic lectures


Introduction

Listening Skills


Role Plays


Role

Play


Tell your employees that because of the economic crisis, they will be taking a 20% pay cut. This pay cut actually started last month.


Business English

vs

General English?

What Distinguishes Business English?


Before Peter went on the stage for the show, John told him to break a leg.


Before Peter went on the stage for the show, John told him to break a leg.

I am telling you to break a bone in your leg.

Do your best and good

luck .

Literal meaning:

Idiomatic meaning:


Instruction.

Meeting Language

Match the language in column B with their function in column A

Starting

Disagreeing

Agreeing

Asking for opinion

Introducing the subject

Partially conceding

Making an opinion

Suggesting an alternative

Asking for participation

Bringing back the focus of the discussion

Ending

Many thanks for coming, shall we start

We need to discuss

What do you think about?

I agree. I totally agree

I don’t agree

Yes, You are right there

Why don’t we instead

I think we should..

In my opinion

Would you mind giving us your views in this?

We are drifting from the main subject. Can we

concentrate on the main points

We can either .. or..

Many thanks for your participation. It

has been a productive meeting


You have to chart your own course. You have to make your own plans

You will be walking into a minefield

Don’t be snappy Don’t get angry/irritated

We will have to cut corners We will have to cut down the expenses

You will encounter a lot of difficulties

We will first test the waters We will have to judge the situation

This is one way to get out of the muckThis is one way to overcome this

situation

Send the instructions in black and white Send the instructions in writing


He does not have head on his

shoulders

He keeps abreast of his time

He is a total greenhorn.

He is just a glib talker.

He learned by rote.

He does not know what he is doing.

He follows the latest trends.

He is an inexperienced person.

He just makes empty promises.

He learned by mugging things up.

Give me a run down of events.Give a detailed account of happening

.

Stop and ponder the issue Stop and think about it.

Please shell out some money Please contribute.

The book claims to be a guide to the

ABC of cooking.

This book contains primary knowlege

guide.


India is a software superpowerIndia is biggest power in computer

software

Small industries sprang up

everywhereThey have opened everywhere

The management has to work in

unison with the workers

The management and workers have to

work together

Politics and war go hand in hand Politics and war are interlinked

I was appalled at the state of affairs

here

I was shocked at the bad state of

affairs.

I have toying with a couple of ideas. I have been considering two ideas

Have all the pieces in place before the

manager arrives.

Organize everything before the

manager comes on the scene

He has fire in his belly He is a passionate and ambitious

person


We have bigger fish to fry We have important things to do.

He goofed up He committed a blunder

So that settles the issue. So that solves the problem

It goes over my head I don’t understand this.


TELEPHONIC

COMMUNICATION

SKILLS


Professional Telephone Etiquettes Introductions

Asking for someone / Making a request

Holding and transferring

Leaving a message

Asking the speaker to slow down

Write it down

Remember your manners


Telephone Etiquette

Tone of Voice

86%

Words 14%


P – PITCH

I – INFLECTION

C – COURTESY

T – TONE

U - UNDERSTANDING

R – RATE

E - ENUNCIATION

Customer forms a mental PICTURE of you.


Introducing yourself

Asking who is on the telephone

Connecting Someone

This is Fiona.Fiona speaking

I'll put you through.Can you hold the line? Can you hold on a moment?

May I know whom I am speaking with?May I ask who is calling, please?


Answering Calls

Acknowledgements-Suggested

responses to questions or comments

BM English. This is Ms. Fernandes. How may I help you?

Accounting department, this is Binieka. How may I help you?”

Thank you, I'll check." or "I'll see.One moment please, I'll find out.


Leaving a Voice/Phone Message Phone Message should always include:

Your name and company name

Time and Date of call

What the call is regarding (brief)

If a follow up or return call is needed

Phone number (office or home) speak SLOWLY even repeat the phone number – include area code


Taking Phone Messages Phone Message should always include:

Caller’s name and company name (if applicable)

Time and Date of call

What the call is regarding (if possible)

If a follow up or return call is needed

Phone number (office or home)


Can I have extension 321? (extensions are internal numbers at a company)May/ Could I speak to...? Is Nikhil in?

"The correct number is 9-6-3-(pause)-5-8-7-1?"

“Will you spell the name, please?"

"The corret spelling is S-H-A-Y-N-A?"

"Will you repeat the number, please?"

Obtaining the correct information


Getting Information

• Can I ask you a question?• Can I just ask you a quick question?

• The data clearly show… (using objective facts)• The reality is… (appealing to rational thought)• Most people I’ve talked to… (referring to others’ opinions)• The experts have said … / most doctors would disagree … (appealing to scientific experts)

Expressing support for an opinion by invoking outside help


How to reply when someone is not availableI'm afraid ... is not available at the momentThe line is busy... (when the extension requested is being used)Mr Jackson isn't in... Mr Jackson is out at themoment...

Taking a MessageCould (Can, May) I take a message?Could (Can, May) I tell him who is calling?Would you like to leave a message?


Reports to caller

"Mrs"I'm sorry, Mrs. Hann is out of the office, may someone else help you."

"Ms. Shultz is in the Trust Department, one moment please, I'll transfer your call."

Obtaining the caller's name

"May I tell Mr. Snyder who is calling, please?"

"May I say who is calling, please?"


When You Want Another Person's Number

Do you mind if I have Henry's number?“

"Do you mind asking Henry if I could have his number?"

Do you mind if you ask Henry to give me a call?"


Activity


Introduction

Listening Skills


Role Plays


First, What is Business Writing?

Business writing is workplace writing, which is a form of technical writing.


Some Types of Workplace Writings Business Letters (most common – formal letter to an external recipient)

E-mail Transmissions (A more informal business message than a business letter that is sent electronically to one or more recipients, within or external to the business).

Memoranda /memorandum (A more informal style of a business letter that is usually sent to one or more business colleagues employed within the same business unit or company)

Reports (financial, audit, or statistical report that identifies the specific problem and presents collected data, research, or recommendations for the change process (re-engineering process.)

Contracts (binding agreements or proposals between two or more parties that can become legal documents if they include an offer that is accepted.)

Manuals (a written set of instructions, procedures or policies)

PowerPoint (a soft-ware generated, visual slide show, with animation options, that hosts a set of notes or bulleted points, an agenda, or other information that supports a discussion).


What kind of letters would a business person need to write as to communicate successfully in the business world?


In-company letters: reports, memos


COMPANY TO COMPANY LETTERS

the advertisement letter the inquiry letter the offer letter the order letter the complaint letter the letter of credit miscellaneous - thank-you letter invitation to a reception recommendation letter e-mail and fax facilities letter of introduction


Writing

Clear

ConciseSimple


How are you going to write it?


Here are six tips to help you improve your writing skills


1. Put important information at the beginning

In view of the fact that we have been delayed we will start the partner meeting tomorrow

We will start the meeting tomorrow as we have been delayed......


2. Use verbs that carry meaning instead of grammar verb phrases

Next week, we will have to have a meeting to solve the issues.

Next week we should meet to solve the problem.

Please do an invoice and send it to our lead partner.

Please invoice our lead partner.


Use active sentences instead of the passive voice

We are processing your order.

Your order is being processed

The delivery notes are written (by Mr Smith)

Mr Smith writes the delivery notes.


Put important information at the beginning

In view of the fact that we have been delayed we will start the partner meeting tomorrow

We will start the meeting tomorrow as we have been delayed......


Use verbs that carry meaning instead of grammar verb phrases

Next week, we will have to have a meeting to solve the issues.

Next week we should meet to solve the issues.

Please do an invoice and send it to our lead partner.

Please invoice our lead partner.





Avoid redundant words or phrases

There is hotel accommodation for 400 people.

It was an unexpected surprise when a pair of baby twins was born at 12 midnight“.


List of 20 redundant phrases you should strive to eliminate from your writing.

Advance notice

Advance preview

At the present time.

Close proximity.

Collaborate together

Completely unanimous

End result

Extra bonus

Final outcome

Free gift


Major breakthrough.

New beginning

New innovation

Past history

Positive improvement

Repeat again

Serious crisis

Totally unique.

Unexpected surprise.

Unintended mistake


Use idioms or Phrases

I finished the presentation in the nick of time

I completed the presentation at the last moment


Beware of jargon, acronyms and institutional language

This is a capitalisation project.

The aim is to mainstream these ideas into regional policy initiatives.

The project priorities have been agreed by regional actors.


Six important principles

1. Use shorter simple words.

2. Put important information at the beginning.

3. Use verbs that carry meaning.

4. Use active verbs and sentences.

5. Avoid redundant words and phrases.

6. Avoid jargon and institutional language.



Salutation

Formal Semi- Formal Informal

•Dear Sir or Madam: •Dear Madam •Dear Sir, •Dear All•To Whom It May Concern

•Dear Mr. Bhatia, •Dear Ms Mane•Dear Mrs. Shah, •Dear Frederick Hanson: •Dear Editor-in-Chief: •Dear Valued Customer

Dear Shano,Dear + RelationDear + Relation + name


First ParagraphI'm writing to enquire/inform/ask/remind/ about...

I'm interested in the job opening posted on your company website.

We'd like to invite you to a members only luncheon on April 5th.


Second ParagraphThe main body

Description of your matter


Final ParagraphI look forward to...

Please respond at your earliest convenience.

Enclosed you will find...

Feel free to contact me by phone or email.


Closing Yours truly,

Yours sincerely,

Best of luck

Warm regards,


Meaning Of Memos A Memo is a communication, which can be

used to issue instruction or announce policy

changes or to certain important points or

decision.

Memo…


Purpose Of Memos Write to your subordinates, supervisor

To Inform of decision, action.

To request decision, action.

To provide information of any kind.

To remind someone of action which isrequired.

Memo…


Memos Can BE Presented

in Two-way Format.

2.Semi Block Format.

Memo…

1.Fully Block Format.


Difference between semi block & fully block memo

NAME OF THE COMPANYINTEROFFICE MEMORANDUM

Date:Reference:To:From:

Subject: ………………………………………………..……………………………………………………………………

…………………………………………………………………………………………..

NAMESignature

Enclose:

NAME OF COMPANYINTER OFFICE MEMORANDUM

TO: REFERENCE: FROM: DATE:

SUBJECT:………..………………………………………………………………………….………………………………………………………………………

NAMESIGNATURE


There Are Three most

Important Components

1. Heading

2. Reference, Date and Subject

3. Message (Body)

4. E-Memo

Memo…


E-Memos

Memo…


Thank you


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