Speaking skills

• Engels
• MBO
• Studiejaar 2

Speaking skills

Conversations

- Front office conversations

- Telephone calls

- How to be polite in a professional setting?

Goals

• You know how to conduct a front office  conversation  in a professional context
• You know how to conduct a telephone call in a professional context

What goes wrong in the video?

•             You're going to watch a YouTube video
•             Take notes:
•             What is going wrong?
•              How could this be improved? (more professional)

Let's hear it!

•             What did you notice?

How to make polite conversation

Useful vocabulary:

• Excuse me
• Could 
• Would you 
• May I ask
• Do you know more examples?

Front office conversations

Front office conversations

In general:

- You greet the visitor.

- You ask how you can help.

- You respond politely to questions and needs

- You finish the conversation politely

It is very important to listen to the wishes and needs of your speaking partner and Be polite!

Visitor: ''Hello, I have an appointment with Ms Harmon at 2. Could you tell me where to go?''
You:

Telephone calls

When you make the call:

• Appropriate greeting
• Your name
• Your company's name   (your department)
• The reason why you are calling 
  
• What help do you need?

Answering the phone:

• Appropriate Greeting
• Your company's name   (your department)
• Your name

• What's the caller's name?
• How can you help?

Time to practice:

• Speak English
• Team up with a partner
• Pick a Speaking card > context
• Roleplay > Student A - Student B
• Play your roles, as it were in real life
• Switch roles
• Pick a new card

How did it go?

• Front office conversation 
• Phone call

What did you find difficult?

What would you like to practice more?

Name one thing that you've learned from this lesson

That's all for now

Have a nice weekend!