OUMH2203

English for Workplace

Communication

Topic 1: Networking at the

Workplace
Learning Outcomes:
Use right expressions to
introduce oneself and others
Interact with visitors
appropriately
Identify suitable topics for making
small talk
Describing company and
profession

Starting a Conversation
Networking

helps to build good

relationships between you and clients
Need to sound friendly, confident,
sincere and helpful
Introducing Yourself
Use right words
Have a friendly smile
Have eye contact

Introducing Yourself
Some useful expressions
Hello, my name is Im with IT services
Good morning, may I introduce myself?
My name is and Im from the
marketing department
Hello, I dont think weve met before. Im
and Im responsible for new product
development
Hi there, my names Timothy but
everyone calls me Tim. Im with financial
services.

Introducing Others
Norm in business communication
Mention name
Position of the person
Some useful expressions
Hi everyone, meet She is my personal
assistant
Can I introduce you to? Hes our new project
manager
Id like to introduce you to, our new web
designer.
Do Activity 1.2

Its a Small World

Need to be able to socialise
and
network with people from
different countries
diverse backgrounds
Identify people by countries
(Activity 1.3)

Its a Small World

Introducing delegates:
Correctly pronounce names
Get general information about the person
Topic they are speaking
It gives me great pleasure to present the
first speaker of the day, Dr. Rena Goep.
Dr. Goep comes from Sarawak, Malaysia,
and will be speaking on the topic
(Activity 1.4)

Making Small Talk

Chatting about things not directly related
to the business at hand.
To discover shared interests to become
gradually comfortable with each other
Safe issues:
Holidays, travel, traffic, public
transport, entertainment, etc
Interests shared by both people
No-nos
Politics, religion, family

Ice-breakers
How

was your journey?

Is this your first visit to?
Where are you staying?
How has your visit been so far?
Do you need any help or
information?
Tell me more about your country.
Activity 1.5

Getting Down to Business

Describing your job and
company
Use right words to project
positive professional image
People will do business with you
if they feel good about you and
your organisation

Talking About Your Job

Common questions and phrases:
i. Which company are you with?
Im with XYZ
ii.

What do you do at XYZ company?

Im in charge of marketing.
Im responsible for sales.
I recruit and train
employees.

Talking About Your Job

Common questions and phrases:
iii. What

business are you in?

Im in the computer business.
Im in the hospitality industry.

iv.

What do you do for a living?

Im a doctor.
Im in sales.
Im a consultant with ABC Sdn. Bhd.

v.

Im with the Public Services Department.

Im the assistant director in charge of
Social Welfare. (Activity 1.6 1.8)

Describing Your Company

I. What it offers
a. A product tangible like shoes, cars,
houses
b. A service an act like cleaning the lawn,
washing the windows, etc
Company can described in terms of
products or services:
. We design software
. We build storage units
. Were in the insurance business

Describing Your Company

II. The Business Structure
a. A sole proprietorship incorporated business
owned by one person.
Owner assumes all responsibilities, liabilities and
risks. Takes all profits.
b. A partnership established by two or more
persons.
Owners
contribute money, labour, skills or property. Share
all profits.
c. Corporations Shareholders transfer
money/property companys capital stock. Profits
distributed according to investment in stock. Can
take some deductions as sole proprietor & special
tax deductions.

Describing Your Company

III. Logo
Most companies own logo.
Logo form of branding to build company s
image (Fig 1.4)

Some logos recognised worldwide

IV. Development plans explain companys

future development plans
Next year, one of the major developments
in my company is likely to be
I think well probably
We might

SWOT Analysis

Strengths- good market shares,

experienced management, good brand
image
Weakness- small market share, high
levels of debt, lack of modern
technology, poor distribution channels
Opportunities possible new markets,
growing economy, developments in
technology
Threats slowdown in economy, new
competitors, changing consumer tastes

Topic 2: Basic Telephone

Skills
Learning Outcomes:
Communicate on the phone
effectively in a positive &
professional manner
Give accurate information &
leave or take messages
State dos and donts when using
phone at workplace

Effective Telephone
Interactions
Pre-call

preparations
Call-answering techniques
Ways to take and leave
messages

Getting Ready
Tips for making phone calls:
Plan calls to suit both yours and the recipients
schedule
Be very clear about objectives make notes of
what you want to say
Anticipate questions
Make sure paper, pen, documentations, computer
files ready
Check recent correspondence to update situations
Have calendar nearby to check dates to fix
appointments
Fax ahead intention of calling to avoid uncertainty
and suspicion

Receiving Calls
To avoid miscommunication and
the hectic
pace of business communication:
Be brief dont waste recipients
time
Be clear Explain background
and purpose of call
Be polite Recognise and accept
the pother persons poit of view

Receiving Telephone Calls

Dos:
Answer promptly
Identify yourself immediately
Use callers name to establish rapport
Try to resolve callers problem. Explain if you
need to transfer calls
Sound positive and helpful
Minimise use of jargons and technical words
Speak at a pace that can be understood
Practice active listening
End call with polite Thank you.

Receiving Telephone Calls

Donts:
Eat and drink while talking
Be too familiar with the caller
Talk to someone else in the office
Allow too much background noise
Speak too quietly or loudly
Use rude language

Complex calls
A complaint call
Identify the problem
Verify product from your
company
Determine if warranty still applies
Ascertain how caller has been
using product
Find out what steps have been
taken to rectify problem

Telephone Words
Knowing some telephone words can help
you understand what the caller is saying.
Do Activities 2.2 2.3
Words in italics informal.
Other formal words
Hold on = wait
Tied up = busy

Taking and leaving

messages
Five simple steps;
Mention name
State time and reason for call
Make a request
Leave your number
End the call

Language Checklist
Words commonly used when
taking or leaving messages
a. Offering to take a message

Would you like to leave a

message?
Could I take a message, please?
Could I have you name and
contact number please?
.

Language Checklist
Words commonly used when
taking or leaving messages
b. Leaving a message

Could you ask X to call me back

please?
Could I leave a message for X?
.

Language Checklist
Words commonly used when
taking or leaving messages
c. Promising action

Ill give X you message

I will pass your message on
.

Tips for Effective Message

Taking
Use

a pad or notebook to write

details
Record date and time of message
Spell names accurately
Quickly ascertain what caller
wants a return call, action to be
taken
Offer assistance
Follow up with appropriate action
Activities 2.4 2.5

Difficult Calls
Observe highest degree of
professionalism firm, persistent,
well-prepared
Handle politely and tactfully

Activity 2.6