新编剑桥商务英语高级unit 3.ppt

Statistics Within 60 seconds, people will make assumptions 87% of the listeners opinion of you is based on your voice alone Only %10 of a communication is verbal Third ring rule Use the techniques to practice with the scripts. Listen to the phone conversation can compare your version with the recording. Video: Handling complaints and irate customers Five principle of service first 1. Feel good about yourself 2. Practice habits of courtesy 3. Use of positive communication 4. Listen and ask questions 5. Perform professionally (Handling complaints and irate customer) Focus on problem Take responsibility Offer solutions or alternatives Exercise 4 1. do apologise for 2. ‘ll look into it. 3. come straight back 4. Would that be 5. quite…that case 6. ‘ll see… bear with me 7. acceptable to you 8. ‘d like to Exercise 5 Handling calls sensitively Work in pairs: 1. Prepare for a few minutes(verbal, tone, body language, principles). 2. Turn your chair back to back so you can’t see each other’s faces (to simulate the conditions of a telephone call). 3. Use the expressions from exercise 4. 4. Act our 1 and 2 with one partner and then swap partners for 3 and 4. Formal and informal emails I am attaching my report and would be very grateful if you could let me have your view on it before I submit it. direct or polite in tone? (polite) formal, semi-formal or informal? (semi-formal/formal) Please have a look at the attached report and let me know what you think before I send it in.(direct and informal) Basic email phrases taken from email English Formal/Neutral Dear Mr/Mrs/Ms Smith Dear Mary Thank you for your email of… Further to your last email… I apologies for not getting in contact with you before now Informal Hi/Hello Mary Mary,… (or no name at all) Thanks for your email… Re your email… Sorry I haven’t written for ages, but I’ve been really busy. Name Previous contact Basic email phrases taken from email English Formal/Neutral I am writing in connection with…