Meetings
Most meetings finish with (AOB), what does this term mean?
Any Other Business (when any matter that has not already been dealt with may be raised).
What is ethics?
Ethics refer to values and rules that govern a person’s behavior. It can be the deciding factor between right and wrong.
What are the three parts of a presentation?
The introduction, body, and conclusion
What is meant by 'active listening'
Listen actively to the caller and take notes if you need. This will help you to address all of the caller’s concerns on the first attempt.
Tip: The business environment is often a busy one. Still, to maintain a busy and productive environment, your business must maintain its customers. Therefore, when your customers or clients call in, stop what you are doing and focus your attention on answering the phone.
When would you NOT have to use polite language? A) When the person to whom we are making the request does not have to say yes. B) When we are making a big request. C) When we need something done as soon as possible D) When we are making a request to someone who is at a higher level.
C) When we need something done as soon as possible
This document should be sent out prior to a meeting which lists the items to be discussed.
Agenda
What is etiquette?
Etiquette is a set of unwritten rules that apply to social situations, professional workplaces and relationships.
What information should you say in your introduction?
Introduction of yourself & your topic; a quick summary of the different parts of the topic; and tell the audience when they can ask questions
What step of making a business English telephone call is missing?
1.) Prepare 2.) Identify yourself 3.) Take time to listen 4.) Review call
Identify the purpose
1.) Prepare 2.) Identify yourself 3.) Identify the purpose 4.) Take time to listen 5.) Review Call
What are the three parts of a formal letter?
Introduction, Body, Conclusion
This is effective in determining how effective meetings are, and how they can improve.
Evaluation
Give an example of business ethics.
...(student's own example)
During a presentation, when can the audience ask questions?
Either throughout the presentation or at the end
What is meant by the phrase 'read between the lines'?
to look for or discover a meaning that is implied rather than explicitly stated
Name three model verbs that can be used to make language more polite.
Would, Could, May, Might
Along with action plans, these also need to be communicated in the follow up.
Deadlines
Give an example of business etiquette.
...(student's own example)
Why give presentations?
To inform people, persuade people to do something, sell a product or service and to train people.
How is listening on the telephone different to listening in meetings, at business dinners, etc.?
On a standard telephone you don't have additional visual clues to help you understand - you can't see if the speaker is nodding or looking puzzled, etc. Also, because you're not using your sight to help you understand/listen.
Name 4 qualifiers that you can use as language softeners. (ex. It is hot → It is very hot.)
a little, a bit, small, slightly, slight, one or two
To record what is said or decided at a formal meeting.
To take minutes (of a meeting).
Why is etiquette important in business?
It helps us show respect and consideration to others and makes others glad to work with us. It is especially important in business because etiquette differs from region to region and from country to country.
What are the closing stages of a presentation?
In this order - Signal end of the talk, summarise key issues, make final statement, ask questions from audience and give handouts.
Scenario: A customer is very dissatisfied with the service your company is providing and demands you do something about it. You are unsure how to address his concerns and need to ask someone else about the issue. What should you say?
"I apologise for your inconvenience. I will look into the problem."
Make the phrase more polite: Give me a pen.
...(Please may/could you lend me your pen) or (Please may/could I borrow your pen). Please note there are also other options too.