ORAL ENGLIS

H: WEEK 1

3

ENGLISH F

OR THE W

ORKPLACE

•Gender Roles•Customer Service•Handling Complaints•Workplace Ethics

WARM-UP: GENDER ROLES IN JOBS

In small groups, make a list of 5 jobs that you associate with women and 5 jobs you associate with men.

What features of the job make you relate it to members of one sex? (i.e. Why is that a man’s job?)

ENGLISH F

OR JOBS

CONGRATULATIONS!

You got the job!

Now what do you do???

What speaking skills do you need in the workplace?

CAN YOU…

• Politely interact with customers?

• Talk through workplace conflicts?

• Schedule and cancel appointments?

• Make a professional phone call?

CUSTOMER S

ERVICE

What is customer service?

What is customer service?

When you are helping a customer, before, during, or after they make a purchase.

Most likely, you will have to provide someone with customer service at some point in your career.

“Your customers are responsible for your company’s reason for existing.” ― Marilyn Suttle

That makes customer service skills of the utmost importance.

Talk with your partner about a recent experience when you were a customer.

( This could have been at a store, a restaurant, or even at an office in Sias)

Was it a good experience or a bad experience? Why?

What makes good customer service and what makes bad customer service?

GOOD AND BAD CUSTOMER SERVICE

Friendly

Responsible

Has a good attitude

Patient

Smiles at the customers

Enthusiastic

Respectful

Focuses on the customer’s needs

Ignores the customer

Impolite or rude to the customer

Has a bad attitude

Lazy

Inconsiderate

Impatient

Disrespectful

GOOD CUSTOMER SERVICE BAD CUSTOMER SERVICE

USEFUL PHRASES IN ENGLISH• Thank you for waiting.

• May I help you? (How can I help you?)

• Is there something special you’re looking for?

• I’m afraid we don’t have that right now, but we can order it for you.

• Let me take care of that for you.

• Is there anything else I can do for you?

• Thank you for your business.

• Thank you! I hope to see you again.

PRACTICE

A: You work at a clothing store.

B: You need a special outfit for a wedding.

PRACTICE

B: You work in the SFL office at Sias.

A: You would like information about how to take a business English test in Zhengzhou.

HANDLING COMPLAINTS

If a customer complains, they are upset about something you have done or failed to do.

THINGS THEY DON’T WANT TO HEAR…

Calm down.

You’re being unreasonable.

I don’t see why that’s a problem.

I’m sorry, we can’t help you.

THE CUSTOMER NEEDS YOU TO…

Show your understanding and sympathy LISTEN, LISTEN, LISTEN Offer an apology Offer an acceptable solution to the

problem

CUSTOMER SERVICE VOCABULARY

I have a complaint.

I want a refund.

Can I speak to your supervisor?

This phone has a 6-month warranty.

Do you have a receipt?

Our company policy doesn’t allow refunds.

Hello, I have a complaint.

This skirt has a tear in it.

I bought this radio a month ago and now it doesn’t work.

We have been waiting for a table for an hour.

You are the manager? Your staff is so rude!

I am so sorry to hear that. Can you tell me what the problem is?

Oh, I’m sorry. Would you like me to have it repaired or give you a discount?

I am sorry. What can I do to fix the problem for you?

I’m terribly sorry. We will seat you as soon as we can.

I apologize. You are certainly right. Their behavior was unacceptable. What can I do to make it up to you?

MAKING A COMPLAINTRESPONDING TO A COMPLAINT

PRACTICE WITH YOUR PARTNER

1. You work at a clothing store. You sell a customer a shirt.

•Later…Your customer complains that something wrong with the shirt that he bought.

2. You work at big Waka. You are a cashier.

•During…Your customer complains that he didn’t get the correct change back.

WORKPL

ACE ETH

ICS

QUOTE OF THE DAY

“Real integrity 气节 is doing the right thing, knowing that nobody's going to know whether you did it or not.”

- Oprah Winfrey

What is a “person of integrity”?

Why does integrity matter?

- At school

- In the workplace

- In society

Have you ever purchased something that didn’t do what it was supposed to do?

Have you ever had something stolen from you?

Have you ever had someone lie to you to protect their own interest?

WHAT IS INTEGRITY正直 ?

Personal Character 人的善性 > Personal Gain 私欲

People > ThingsService > Power

Principle 原则 > ConvenienceLong View 远见 > Immediate 短识

HOW CAN I KNOW IF I HAVE INTEGRITY?

How well do I treat people if I gain nothing?

Am I transparent 坦率with others?

Do I act differently around different people?

Do I put my personal goals ahead of other people?

Are my moral standards the same in every situation or do they change with each circumstance?

COURAGEOUS

2 video clips

What is the ethical problem?

What would you do if you were Javier?

COURAGEOUS

Discuss the following with your group:What problem does Javier face?What would you do in his situation? Why?What decision do you think he will make? Why?

COURAGEOUS

Discuss with your group.

•Would you have made the same decision if you were in his shoes?

•In what ways has your integrity been tested?

PHRASES FOR STANDING YOUR GROUND…

I’m sorry. I cannot do what you have asked.

That is wrong./That is dishonest./That is unethical.

That would be dishonoring to…My familyMe

ACT IT OUT WITH YOUR PARTNER

You see your coworker stealing company supplies.

FEEDBACK: J

OB FAIR

NEXT WEEK

Telephone skills

Making appointments

FINAL C

LASS A

SSESSMENT

WORKPL

ACE SCENARIO

SKITS

WHAT IS A SCENARIO?

: a description of what could possibly happen in a situation 

•The most likely scenario is that he goes back to school in the fall. 

•The best-case scenario would be for us to finish the work by tomorrow. 

•In the worst-case scenario, we would have to start the project all over again.

WORKPLACE SCENARIO SKITS

• Groups of 2-5

• Use the scenario you are given to create a skit (short drama)

• Use the phrases you’ve learned in class.

GRADING:

• Used functions• Participated equally• Spoke loud/clear

65%= None of these70%= 1 of these75%= 2 of these80%= All of these85%= All of these + Was outstanding

1. A server dumps hot food down the front of a customer.  The customer is extremely upset. Their clothes probably need special cleaning, they are a little scalded and extremely embarrassed.  (Customer, server, and manager)

2. The restaurant’s boss is observing all of the employees today to decide who to promote.  A table of customers come and have many complaints.  The waitress deals with the complaints and keeps her boss happy. (Boss, waitress, 2 Customers)

3. Two friends work at competing companies.  One day you see your best friend and her boss.  The boss promises you a better job if you switch companies and tell her your company’s secrets.

(2 friends and a boss)

4. Two customers complain that the tour they’ve just taken was terrible. They accuse the tour guide company of false advertisement. They are demanding a complete refund. (2 customers, 1 tour guide)

5. At the end of the semester a student is not happy with his grade. He brings his teacher a gift and asks the teacher to make his grade higher. (Teacher and student)

6. Two employees work at a high-end store.  One person has been stealing and tries to convince his friend to join in.  However, the boss is actually working with the first employee to test the other’s honesty. (2 employees, 1 boss)

7. Two employees at a store lie to a customer about the price of an item so they can get more money which they keep for themselves.  Another worker sees it. In the end, the customer returns and is very angry. The boss finds out. (3 employees, 1 customer, 1 boss)

HOMEWORK

Write me a letter. (1-2 pages)

Please tell me:

What did you enjoy most about this class?

What is one thing you would change?

Anything else you’d like to share with me. :)