VE lesson 3 Conversation: How to start - have - end a conversation in English.

• Engels
• MBO
• Studiejaar 3

Greeting visitors!

VE Conversation: How to start - have - end a conversation in English.

Today's class is about:

How to answer a phone call.

How to have a polite conversation in English.

What language to use when dealing with an unhappy client.

Start

Answer the call:

1. Greet your customer/client.

2. Introduce yourself.

3. Introduce your organization.

4. Ask "How can I help you?"

Use professional English.

Speak in a clear voice.

Don't forget to smile!!!

Problem

Find out what the problem is:

1. Ask questions.

2. Ask more questions.

3. Listen.

4. Repeat the information you get.

Use professional English.

Speak in a clear voice.

Don't forget to smile!!!

Solution

Work out a solution:

1. Work together with your client.

2. Give a solution.

3. Ask if your solution is a good one.

4. Repeat the agreement.

Use professional English.

Speak in a clear voice.

Don't forget to smile!!!

End

You end the conversation:

1. Thank you client for calling.

2. Wish for something nice.

3. Listen to the response.

4. End with "Have a nice day".

Use professional English.

Speak in a clear voice.

Don't forget to smile!!!

Is this a formal conversation?

1. Yes
2. No

How do you politely ask for something?
(you can choose more answers)

1. I want to ...
2. I would like to ...
3. May I ...
4. Could you ...

Which is your favourite telephone tip?

Be poilite, not direct.

Practice.

How to spell names.

How to say numbers.

Ask if you don't understand.

Use key expressions.

Use formal English.

Smile !!!

Angry customer

Deal with the angry customer:

1. Ask questions.

2. Listen!.

3. Ask more questions.

4. Ask "What can I do for you?"

Use professional English.

Speak in a clear voice.

Don't forget to smile!!!

Conversation: useful language

I’m sorry for this trouble.

What can we do to resolve this now?

I want to take care of this for you immediately.

I’m more than happy to help you with this.

I hear what you’re saying, and I know how to help.

You have a right to be upset.

You’re right, and we need to do something about this immediately.

Step 5: useful language

Let’s work together to find a solution.

Here’s what I’m going to do for you.

What I’ll do right now is … Then I can …

As an immediate solution, I’d like to suggest …

What can we do to resolve this now?

Teams

Go to Teams.

Finish the PE1.5 task.

To finish

Please get ready to finish this lesson together.

12 questions about work.

Work in groups of 4-5.

You will get 12 question cards.

Put them upside down on the table.

Turn one card. Each student will answer the question. 

Turn the next card. Etc.

Take turns being the one to answer the question first.

LESSON 8

Teachers can find the cards in the 'suitcase with games' or the Word and Pdf document in Sharepoint.

Speaking English

Interview your partner.

On what date did the internship star and end.

What were the working hours.

What did he/she like best about the internship.

Tell us about it!

Tips for greeting visitors

• Always greet visitors with a smile to make them feel them feel welcome
• Remember to introduce yourself and explain your title
• After your introduction, say, "It's nice to meet you." or "Please to meet you"
• Make small talk with visitors by asking questions like: "How are you?" or "How was your trip?