Testweek 4 Engels

• Engels
• MBO
• Studiejaar 4

Testweek 4 Engels

Business conversations

Today's planning

• Explain the assignment for the testweek
• Answer all your questions!
• Practise in pairs!

Starting a conversation. Which sentence is correct

1. What brings you here today?
2. It was a pleasure meeting you.
3. Great to meet you, my name is....

Which of these phrases is a conversation filler?

1. Do you mind if I just add something?
2. Do you know what I mean?
3. That's not a question I've ever thought about before.
4. That's exactly how I feel.

Is this a formal conversation?

1. Yes
2. No

make polite conversation

1. say please
2. making apologies
3. make some remarks about the weather
4. exchange pleasantries

Decision at the moment of speaking

1. Wait. I am going to help you.
2. Wait. I am helping you.
3. Wait. I will help you.

Which tense is used to describe actions happening at the moment of speaking (now)?

1. Present Simple
2. Present Continuous
3. Past Simple
4. Past Continuous

Hoe zeg je: U spreekt met

1. You are speaking with............
2. with .........
3. This is ......
4. ....... speaking

'Small talk' is common in English-speaking countries. Why do you think it is important at the beginning of a conversation?

1. It is another way of asking for something.
2. It is considered polite.
3. To keep the conversation short.

After you have exchanged names and greeted each other, you may go on to make some “small talk.”

11. Goodmorning, Gaby speaking.

1. Formeel
2. Informeel

Present Simple vs. Present Continuous

We always ..... English in class.

1. speak
2. are speaking
3. speaks
4. is speaking

Ssh! Someone ____ to our conversation! (listen)

1. listens
2. is listening
3. was listening
4. had been listening

Telephone conversations:
Spreek ik met Hamish?

1. May I speak to Hamish, please?
2. This is Hamish speaking.
3. Hello, this is Hamish calling.
4. Am I speaking to Hamish?

What are tips for dealing with angry customers during a professional conversations?

1. Keep yourself under control. When a customer has strong emotions, it is easy to go defensive. However, this still helps you the customer. Your defensive reaction can only increase the tension. Shift your attention from your feelings to that of the customer. This makes you better able to listen effectively and if you do, you don't have to defend yourself at all.

2. Listening to facts and feelings, not to style and manner. This tip builds on the previous one: focus on what you really need to listen to and understand, the content of the customer's message in the emotions being conveyed. If you just pay attention to the way the message is delivered, you will irrevocably lose sight of the meaning of the message. After the conversation, make sure you can understand the whole message you are hearing; so the facts and the feelings.

3. Cooperate, not against. Sometimes in situations with difficult customers, the service provider sees the customers as the problem and therefore shows little understanding or help, so that the customer's problem remains underexposed. That gives you a kind of battle, you against the customer

Instead, look at the situation with the following formula: you + the customer against the problem. When you focus on that, you work with the customer to solve a problem: a much more positive approach, which is focused on collaboration.

4. Follow troubleshooting guidelines and use flexibly. Following troubleshooting model from the previous section. Know that the troubleshooting steps are in a general order, but adapt to the situation. More importantly, you often repeat step 1 (giving responses with empathy) in the conversation based on how the customer comes across. The tools that you must always use in this communication are the following:

•active listening with empathy

• formulate positively in an assertive manner

• solve problems with an emphasis on solutions.

5. Make the communication personal. So that you know the name of the customer and use it occasionally during the conversation. Also gives your name. Now you have 2 people who know each other by name and work together on a problem, not 2 relative strangers who are in an emotionally charged situation. This personal approach is particularly helpful in relieving tension and creating a pleasant atmosphere for talking.

6. Ask for help if you need it. Do not put unnecessary pressure on yourself if you are not sure how to best solve the customer's problem. You do not want to promise the wrong things, then you make the customer was really angry. However, he also does not want to be an obstacle that is unable to solve a problem and that says no because he does not know what he is riding.

Let the customer know you need to sort things out and set a time to call back. Seeks the necessary support, so that the customer gets the best possible solution.

7. Apologize for others' mistakes, but don't criticize them. When the cause of customer irritation is someone else's fault in your organization, sincerely apologize as if you were the one who made the mistake, then focus on the most positive as soon as possible and correct the action you can to undertake. Avoid criticizing a colleague or other department that caused the error. You represent the entire organization for the external customer. When the customer becomes critical of your own organization or people in it, you convince the customer that he should stop doing business with your company. Rather focus on solving the problem.

8. Use positive self-talk. like most people, you probably talk to yourself regularly. When you ask people if they ever talk to themselves, many people nervously raise a finger as if they are afraid to admit that if you often do it out loud, others will wonder if you are healthy. But talking to yourself in yourself is completely normal. We also call that thinking.

In stressful, challenging situations, you may say a lot of negative things to yourself in your head: what a misery, or why should those customers bother me today, but maybe other positive thoughts are going through your head.

With positive self-talk you give yourself a message that keeps you communicating positively. You have to find your own wording for this, things like: "stay focused," and "listen," and make them positive. These kinds of messages help you to better control yourself and are more willing to help solve their situation, which is essential for solving problems for difficult customers.

Bladzijde 62 Boek B

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