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

Greeting visitors!
VE Conversation: How to start - have - end a conversation in English.
1 / 24
next
Slide 1: Slide
EngelsMBOStudiejaar 3

This lesson contains 24 slides, with interactive quizzes, text slides and 5 videos.

time-iconLesson duration is: 45 min

Items in this lesson

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

Slide 1 - Slide

This item has no instructions

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.

Slide 2 - Slide

This item has no instructions

Slide 3 - Video

This item has no instructions

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!!!


Slide 4 - Slide

This item has no instructions

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.
Don't use any Dutch.
Don't forget to smile!!!


Slide 5 - Slide

This item has no instructions

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.
Use the English spelling alphabet.
Don't forget to smile!!!


Slide 6 - Slide

This item has no instructions

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.
Use English intonations like in 'ehm'.
Don't forget to smile!!!


Slide 7 - Slide

This item has no instructions

Slide 8 - Video

This item has no instructions


Is this a formal conversation?
A
Yes
B
No

Slide 9 - Quiz

This item has no instructions

How do you politely ask for something?
(choose one of the correct answers)
A
I want to ...
B
I would like to ...
C
May I ...
D
Could you ...

Slide 10 - Quiz

This item has no instructions

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 !!!

Slide 11 - Poll

This item has no instructions

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!!!

Slide 12 - Slide

This item has no instructions

Slide 13 - Video

This item has no instructions

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.




Slide 14 - Slide

This item has no instructions

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?

Slide 15 - Slide

This item has no instructions

Slide 16 - Video

This item has no instructions

www.iteslj.org/questions

Slide 17 - Slide

This item has no instructions

To finish
Please get ready to finish this lesson together.

Slide 18 - Slide

This item has no instructions

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.

Slide 19 - Slide

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!

Slide 20 - Slide

This item has no instructions

Slide 21 - Slide

This item has no instructions

Teams
Go to Teams.
Finish the PE1.5 task.

Slide 22 - Slide

This item has no instructions

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?

Slide 23 - Slide

This item has no instructions

Slide 24 - Video

This item has no instructions