INSTRUCTION:
PLEASE FORM A GROUP OF 4 OR 5 PEOPLE TO CARRY OUT THIS TASK.
1. IN A TEAM, YOU ARE GIVEN THE TASK TO PROMOTE/ SELL SOMETHING, IT CAN BE ANYTHING UNDER THE SUN, FROM GADGETS TO FOOD OR MAYBE A ROCKET!. THE MOST IMPORTANT OBJECTIVE IS YOUR COMMUNICATION SKILLS AND HOW YOU ARE ABLE TO PERSUADE PEOPLE TO BELIEVE YOU AND THE PRODUCT.EVERYBODY IN THE GROUP MUST PARTICIPATE IN THE PRESENTATION
2. EACH TEAM CAN HAVE A UNIQUE NAME AND BE GIVEN ABOUT 10 MINUTES OR MORE TO PRESENT THEIR POINTS/ PRODUCT AND ARE ALLOWED TO USE REAL LIFE MATERIALS FOR DEMONSTRATION PURPOSES. BE AS CREATIVE AS YOU WISH, USING FLYERS, AUDIOVISUAL AIDS AND WHATNOT.
3. MIND YOU THAT I WILL BE FINISHING THE INDIVIDUAL PUBLIC SPEAKING ACTIVITY FIRST THEN ONLY I WILL CONTINUE WITH THIS GROUP TASK.
4. SORRY FOR THE INCONVENIENCE FOR NOT BEING ABLE TO PROVIDE YOU A CLASSROOM TODAY, WILL RESOLVE THIS PROBLEM SOON.
UNTIL THEN, THINK ABT THE ASSIGNMENT, TAKE CARE, HAVE A GOOD WEEKEND, BE SAFE!
Thursday, August 19, 2010
Friday, August 13, 2010
COVER LETTER
All cover letters should:
--Explain why you are sending a resume.
--Don't send a resume without a cover letter.
--Don't make the reader guess what you are asking for; be specific: Do you want a summer internship opportunity, or a permanent position at graduation; are you inquiring about future employment possibilities?
--Tell specifically how you learned about the position or the organization — a flyer posted in your department, a web site, a family friend who works at the organization. It is appropriate to mention the name of someone who suggested that you write.
--Convince the reader to look at your resume.
--The cover letter will be seen first. Therefore, it must be very well written and targeted to that employer.
Call attention to elements of your background — education, leadership, experience — that are relevant to a position you are seeking. Be as specific as possible, using examples.
--Reflect your attitude, personality, motivation, enthusiasm, and communication skills.
--Provide or refer to any information specifically requested in a job advertisement that might not be covered in your resume, such as availability date, or reference to an attached writing sample.
--Indicate what you will do to follow-up.
--In a letter of application — applying for an advertised opening — applicants often say something like "I look forward to hearing from you." However, if you have further contact info (e.g. phone number) and if the employer hasn't said "no phone calls," it's better to take the initiative to follow-up, saying something like, "I will contact you in the next two weeks to see if you require any additional information regarding my qualifications."
--In a letter of inquiry — asking about the possibility of an opening — don't assume the employer will contact you. You should say something like, "I will contact you in two weeks to learn more about upcoming employment opportunities with (name of organization)." Then mark your calendar to make the call.
Page margins, font style and size
--For hard copy, left and right page margins of one to 1.5 inches generally look good. You can adjust your margins to balance how your document looks on the page.
• Use a font style that is simple, clear and commonplace, such as Times New Roman, Arial or Calibri. Font SIZES from 10-12 points are generally in the ballpark of looking appropriate. Keep in mind that different font styles in the same point size are not the same size. A 12-point Arial is larger than a 12-point Times New Roman.
• If you are having trouble fitting a document on one page, sometimes a slight margin and/or font adjustment can be the solution.
• Serif or sans serif? Sans (without) serif fonts are those like Arial and Calibri that don't have the small finishing strokes on the ends of each letter. There is a great deal of research and debate on the pros and cons of each. Short story: use what you like, within reason; note what employers use; generally sans serif fonts are used for on-monitor reading and serif fonts are used for lengthy print items (like books); serif fonts may be considered more formal.
Test: ask someone to look at a document for five seconds; take away the document; ask the person what font was on the document; see if s/he even noticed the style. A too-small or too-large font gets noticed, as does a weird style.
YOUR ADDRESS
____________________
___________________
DATE
Mr./Ms./Dr. FirstName LastName
NAME OF ORGANIZATION
ADDRESS
Dear Mr. /Ms.
Opening paragraph: State why you are writing; how you learned of the organization or position, and basic information about yourself.
2nd paragraph: Tell why you are interested in the employer or type of work the employer does (Simply stating that you are interested does not tell why, and can sound like a form letter). Demonstrate that you know enough about the employer or position to relate your background to the employer or position. Mention specific qualifications which make you a good fit for the employer’s needs. (Focus on what you can do for the employer, not what the employer can do for you.) This is an opportunity to explain in more detail relevant items in your resume. Refer to the fact that your resume is enclosed. Mention other enclosures if such are required to apply for a position.
3rd paragraph: Indicate that you would like the opportunity to interview for a position or to talk with the employer to learn more about their opportunities or hiring plans. State what you will do to follow up, such as telephone the employer within two weeks. If you will be in the employer’s location and could offer to schedule a visit, indicate when. State that you would be glad to provide the employer with any additional information needed. Thank the employer for her/his consideration.
Sincerely,
(Your handwritten signature [on hard copy]
Your name typed
EXERCISE: WRITE A COVER LETTER,BASED ON THE ADVERTISEMENT BELOW, CHOOSE FROM ONE OF THE POSTS ADVERTISED.
A not-for-profit organisation,Hospital Lam Wah Ee is fully equipped with modern and state-of-the-art medical facilities.We are looking for people with dedication and commitment to join us and play a part in our expansion plans.
Medical Officers
- Recognised Medical Degree
- Registered with the Malaysian Medical Council
Audiologist
- Degree in Audiology
- Able to develop and carry out relevant treatment prgrammes for patients with hearing and balance disorders
Nursing Tutors
- Degree in Nursing and Diploma in Nursing Education
Hosuekeeping Officer
- Supervisory experience
- Knowledge of housekeeping and computer literate
- Good command of oral & written English
- Those with nursing background are encouraged to apply
Clinical Instructors
- A registered nurse with a post-basic nursing course or Degree in Nursing is preferred
Staff Nurses (SRN)
- Registered with the Malaysian Nursing Board
*Vacancies available in all disciplines
Interested candidates are invited to submit a detailed resume with relevant certificates,current and expected salaries,contact telephone number and a recent passport-sized photograph (n.r.)no later than 16 March 2010 to:
The Human Resource Manager
Hospital Lam Wah Ee
Jalan Tan Sri Teh Ewe Lim
11600 Penang
--Explain why you are sending a resume.
--Don't send a resume without a cover letter.
--Don't make the reader guess what you are asking for; be specific: Do you want a summer internship opportunity, or a permanent position at graduation; are you inquiring about future employment possibilities?
--Tell specifically how you learned about the position or the organization — a flyer posted in your department, a web site, a family friend who works at the organization. It is appropriate to mention the name of someone who suggested that you write.
--Convince the reader to look at your resume.
--The cover letter will be seen first. Therefore, it must be very well written and targeted to that employer.
Call attention to elements of your background — education, leadership, experience — that are relevant to a position you are seeking. Be as specific as possible, using examples.
--Reflect your attitude, personality, motivation, enthusiasm, and communication skills.
--Provide or refer to any information specifically requested in a job advertisement that might not be covered in your resume, such as availability date, or reference to an attached writing sample.
--Indicate what you will do to follow-up.
--In a letter of application — applying for an advertised opening — applicants often say something like "I look forward to hearing from you." However, if you have further contact info (e.g. phone number) and if the employer hasn't said "no phone calls," it's better to take the initiative to follow-up, saying something like, "I will contact you in the next two weeks to see if you require any additional information regarding my qualifications."
--In a letter of inquiry — asking about the possibility of an opening — don't assume the employer will contact you. You should say something like, "I will contact you in two weeks to learn more about upcoming employment opportunities with (name of organization)." Then mark your calendar to make the call.
Page margins, font style and size
--For hard copy, left and right page margins of one to 1.5 inches generally look good. You can adjust your margins to balance how your document looks on the page.
• Use a font style that is simple, clear and commonplace, such as Times New Roman, Arial or Calibri. Font SIZES from 10-12 points are generally in the ballpark of looking appropriate. Keep in mind that different font styles in the same point size are not the same size. A 12-point Arial is larger than a 12-point Times New Roman.
• If you are having trouble fitting a document on one page, sometimes a slight margin and/or font adjustment can be the solution.
• Serif or sans serif? Sans (without) serif fonts are those like Arial and Calibri that don't have the small finishing strokes on the ends of each letter. There is a great deal of research and debate on the pros and cons of each. Short story: use what you like, within reason; note what employers use; generally sans serif fonts are used for on-monitor reading and serif fonts are used for lengthy print items (like books); serif fonts may be considered more formal.
Test: ask someone to look at a document for five seconds; take away the document; ask the person what font was on the document; see if s/he even noticed the style. A too-small or too-large font gets noticed, as does a weird style.
YOUR ADDRESS
____________________
___________________
DATE
Mr./Ms./Dr. FirstName LastName
NAME OF ORGANIZATION
ADDRESS
Dear Mr. /Ms.
Opening paragraph: State why you are writing; how you learned of the organization or position, and basic information about yourself.
2nd paragraph: Tell why you are interested in the employer or type of work the employer does (Simply stating that you are interested does not tell why, and can sound like a form letter). Demonstrate that you know enough about the employer or position to relate your background to the employer or position. Mention specific qualifications which make you a good fit for the employer’s needs. (Focus on what you can do for the employer, not what the employer can do for you.) This is an opportunity to explain in more detail relevant items in your resume. Refer to the fact that your resume is enclosed. Mention other enclosures if such are required to apply for a position.
3rd paragraph: Indicate that you would like the opportunity to interview for a position or to talk with the employer to learn more about their opportunities or hiring plans. State what you will do to follow up, such as telephone the employer within two weeks. If you will be in the employer’s location and could offer to schedule a visit, indicate when. State that you would be glad to provide the employer with any additional information needed. Thank the employer for her/his consideration.
Sincerely,
(Your handwritten signature [on hard copy]
Your name typed
EXERCISE: WRITE A COVER LETTER,BASED ON THE ADVERTISEMENT BELOW, CHOOSE FROM ONE OF THE POSTS ADVERTISED.
A not-for-profit organisation,Hospital Lam Wah Ee is fully equipped with modern and state-of-the-art medical facilities.We are looking for people with dedication and commitment to join us and play a part in our expansion plans.
Medical Officers
- Recognised Medical Degree
- Registered with the Malaysian Medical Council
Audiologist
- Degree in Audiology
- Able to develop and carry out relevant treatment prgrammes for patients with hearing and balance disorders
Nursing Tutors
- Degree in Nursing and Diploma in Nursing Education
Hosuekeeping Officer
- Supervisory experience
- Knowledge of housekeeping and computer literate
- Good command of oral & written English
- Those with nursing background are encouraged to apply
Clinical Instructors
- A registered nurse with a post-basic nursing course or Degree in Nursing is preferred
Staff Nurses (SRN)
- Registered with the Malaysian Nursing Board
*Vacancies available in all disciplines
Interested candidates are invited to submit a detailed resume with relevant certificates,current and expected salaries,contact telephone number and a recent passport-sized photograph (n.r.)no later than 16 March 2010 to:
The Human Resource Manager
Hospital Lam Wah Ee
Jalan Tan Sri Teh Ewe Lim
11600 Penang
Thursday, August 12, 2010
PUBLIC SPEAKING SKILLS
PUBLIC SPEAKING
People speak in public for many reasons. One of the most common forms of public speaking is the 'Presentation'. In a presentation, you 'present' or introduce something (a product, an idea, financial results, a project etc) to your audience. You give a presentation because you want to 'communicate' something. Generally, you want to do one of four things. You want:
• to inform
• to train
• to persuade
• to sell
A presentation is one of the best ways of communicating your message. And because English is so widely used in international business, a knowledge of the vocabulary and techniques used in an English language presentation is very useful.
1 Preparation
Prepare! Prepare! Prepare! Good preparation is essential for any presentation. With good preparation and planning you will be fully confident. Your audience will feel your confidence. And so your audience will be confident in you. This will give you control. With control, you will be 'in charge' and your audience will listen positively to your message.
2 Structure
A good presentation has a clear structure, like a good book or film. A good presentation has:
• a beginning (introduction & preview)
• a middle (main message)
• an end (review & conclusion)
3 Equipment
You may have any of the following pieces of equipment at your disposal:
• whiteboard
• flipchart
• overhead projector
• 35mm slide projector
• computer graphics
Each of these has advantages and disadvantages. The important thing is to be the master of your equipment, not the slave. You should know and understand your equipment perfectly.
4 Visual Aids
"A picture is worth 1,000 words."
There are many types of visual aids - photographs, graphs, pie charts, maps, tables, real samples etc. But you should use visual aids with care. Do not overload your audience with too much information in a short time. A good rule is: use one image to give one message. Do not try to give two messages with one image.
Of all the information that enters our brains, the vast majority of it enters through the eyes. 80% of what your audience learn during your presentation is learned visually (what they see) and only 20% is learned aurally (what they hear). The significance of this is obvious:
• visual aids are an extremely effective means of communication
• non-native English speakers need not worry so much about spoken English - they can rely more heavily on visual aids
It is well worth spending time in the creation of good visual aids. But it is equally important not to overload your audience's brains. Keep the information on each visual aid to a minimum - and give your audience time to look at and absorb this information. Remember, your audience have never seen these visual aids before. They need time to study and to understand them. Without understanding there is no communication.
5 Signposting
When you read a book, you know where you are. You know the title of the book, the subject, the chapter, the end of one chapter and beginning of another, the section and even the page number. But when you give a presentation, your audience does not know where they are - unless you TELL them! You can use special language called 'signalling' or 'signposting' that helps your audience know where they are. Here are a few examples:
• Let's begin by...
• That's all I have to say about...
• Now we'll move on to...
• Let's consider this in more detail...
• I'd like to deal with this question later, if I may...
• I'd like now to recap...
• To start with...later...to finish up...
6 Audience Rapport
You need to build a warm and friendly relationship with your audience. Enthusiasm is contagious. If you are enthusiastic your audience will be enthusiastic too. And be careful to establish eye contact with each member of your audience. Each person should feel that you are speaking directly to him or her. This means that you must look at each person in turn - in as natural a way as possible. This will also give you the opportunity to detect signs of boredom, disinterest or even disagreement, allowing you to modify your presentation as appropriate.
7 Body Language
What you do not say is at least as important as what you do say. Your body is speaking to your audience even before you open your mouth. Your clothes, your walk, your glasses, your haircut, your expression - it is from these that your audience forms its first impression as you enter the room. Generally speaking, it is better to stand rather than sit when making a presentation. Be aware of and avoid any repetitive and irritating gestures. Be aware, too, that the movement of your body is one of your methods of control. When you move to or from the whiteboard, for example, you can move fast or slowly, raising or reducing the dynamism within the audience. You can stand very still while talking or you can stroll from side to side. What effect do you think these two different approaches would have on an audience?
8. Cultural Considerations
Because English is so widely used around the world, it is quite possible that many members of your audience will not be native English-speakers. In other words, they will not have an Anglo-Saxon culture. Even within the Anglo-Saxon world, there are many differences in culture. If we hypothetically imagine a German working for an Israeli company making a presentation in English to a Japanese audience in Korea, we can see that there are even more possibilities for cultural misunderstanding. You should try to learn about any particular cultural matters that may affect your audience. This is one reason why preparation for your presentation is so important. Cultural differences can also be seen in body language, which we have just discussed. To a Latin from Southern France or Italy, a presenter who uses his hands and arms when speaking may seem dynamic and friendly. To an Englishman, the same presenter may seem unsure of his words and lacking in self-confidence.
9. Voice quality
It is, of course, important that your audience be able to hear you clearly throughout your presentation. Remember that if you turn away from your audience, for example towards the whiteboard, you need to speak a little more loudly. In general, you should try to vary your voice. Your voice will then be more interesting for your audience. You can vary your voice in at least three ways:
• speed: you can speak at normal speed, you can speak faster, you can speak more slowly - and you can stop completely! You can pause. This is a very good technique for gaining your audience's attention.
• intonation: you can change the pitch of your voice. You can speak in a high tone. You can speak in a low tone.
• volume: you can speak at normal volume, you can speak loudly and you can speak quietly. Lowering your voice and speaking quietly can again attract your audience's interest.
The important point is not to speak in the same, flat, monotonous voice throughout your presentation - this is the voice that hypnotists use to put their patients' into trance!
People speak in public for many reasons. One of the most common forms of public speaking is the 'Presentation'. In a presentation, you 'present' or introduce something (a product, an idea, financial results, a project etc) to your audience. You give a presentation because you want to 'communicate' something. Generally, you want to do one of four things. You want:
• to inform
• to train
• to persuade
• to sell
A presentation is one of the best ways of communicating your message. And because English is so widely used in international business, a knowledge of the vocabulary and techniques used in an English language presentation is very useful.
1 Preparation
Prepare! Prepare! Prepare! Good preparation is essential for any presentation. With good preparation and planning you will be fully confident. Your audience will feel your confidence. And so your audience will be confident in you. This will give you control. With control, you will be 'in charge' and your audience will listen positively to your message.
2 Structure
A good presentation has a clear structure, like a good book or film. A good presentation has:
• a beginning (introduction & preview)
• a middle (main message)
• an end (review & conclusion)
3 Equipment
You may have any of the following pieces of equipment at your disposal:
• whiteboard
• flipchart
• overhead projector
• 35mm slide projector
• computer graphics
Each of these has advantages and disadvantages. The important thing is to be the master of your equipment, not the slave. You should know and understand your equipment perfectly.
4 Visual Aids
"A picture is worth 1,000 words."
There are many types of visual aids - photographs, graphs, pie charts, maps, tables, real samples etc. But you should use visual aids with care. Do not overload your audience with too much information in a short time. A good rule is: use one image to give one message. Do not try to give two messages with one image.
Of all the information that enters our brains, the vast majority of it enters through the eyes. 80% of what your audience learn during your presentation is learned visually (what they see) and only 20% is learned aurally (what they hear). The significance of this is obvious:
• visual aids are an extremely effective means of communication
• non-native English speakers need not worry so much about spoken English - they can rely more heavily on visual aids
It is well worth spending time in the creation of good visual aids. But it is equally important not to overload your audience's brains. Keep the information on each visual aid to a minimum - and give your audience time to look at and absorb this information. Remember, your audience have never seen these visual aids before. They need time to study and to understand them. Without understanding there is no communication.
5 Signposting
When you read a book, you know where you are. You know the title of the book, the subject, the chapter, the end of one chapter and beginning of another, the section and even the page number. But when you give a presentation, your audience does not know where they are - unless you TELL them! You can use special language called 'signalling' or 'signposting' that helps your audience know where they are. Here are a few examples:
• Let's begin by...
• That's all I have to say about...
• Now we'll move on to...
• Let's consider this in more detail...
• I'd like to deal with this question later, if I may...
• I'd like now to recap...
• To start with...later...to finish up...
6 Audience Rapport
You need to build a warm and friendly relationship with your audience. Enthusiasm is contagious. If you are enthusiastic your audience will be enthusiastic too. And be careful to establish eye contact with each member of your audience. Each person should feel that you are speaking directly to him or her. This means that you must look at each person in turn - in as natural a way as possible. This will also give you the opportunity to detect signs of boredom, disinterest or even disagreement, allowing you to modify your presentation as appropriate.
7 Body Language
What you do not say is at least as important as what you do say. Your body is speaking to your audience even before you open your mouth. Your clothes, your walk, your glasses, your haircut, your expression - it is from these that your audience forms its first impression as you enter the room. Generally speaking, it is better to stand rather than sit when making a presentation. Be aware of and avoid any repetitive and irritating gestures. Be aware, too, that the movement of your body is one of your methods of control. When you move to or from the whiteboard, for example, you can move fast or slowly, raising or reducing the dynamism within the audience. You can stand very still while talking or you can stroll from side to side. What effect do you think these two different approaches would have on an audience?
8. Cultural Considerations
Because English is so widely used around the world, it is quite possible that many members of your audience will not be native English-speakers. In other words, they will not have an Anglo-Saxon culture. Even within the Anglo-Saxon world, there are many differences in culture. If we hypothetically imagine a German working for an Israeli company making a presentation in English to a Japanese audience in Korea, we can see that there are even more possibilities for cultural misunderstanding. You should try to learn about any particular cultural matters that may affect your audience. This is one reason why preparation for your presentation is so important. Cultural differences can also be seen in body language, which we have just discussed. To a Latin from Southern France or Italy, a presenter who uses his hands and arms when speaking may seem dynamic and friendly. To an Englishman, the same presenter may seem unsure of his words and lacking in self-confidence.
9. Voice quality
It is, of course, important that your audience be able to hear you clearly throughout your presentation. Remember that if you turn away from your audience, for example towards the whiteboard, you need to speak a little more loudly. In general, you should try to vary your voice. Your voice will then be more interesting for your audience. You can vary your voice in at least three ways:
• speed: you can speak at normal speed, you can speak faster, you can speak more slowly - and you can stop completely! You can pause. This is a very good technique for gaining your audience's attention.
• intonation: you can change the pitch of your voice. You can speak in a high tone. You can speak in a low tone.
• volume: you can speak at normal volume, you can speak loudly and you can speak quietly. Lowering your voice and speaking quietly can again attract your audience's interest.
The important point is not to speak in the same, flat, monotonous voice throughout your presentation - this is the voice that hypnotists use to put their patients' into trance!
Tuesday, August 10, 2010
TELEPHONE SKILLS
TELEPHONE TERMS AND LANGUAGE
answer to say "hello" into the phone when it rings
answering machine something that you can record a message on if the person you are calling isn't home
busy signal a beeping sound that tells the caller that the other person is already on the phone with someone else
call a telephone conversation; to telephone
caller the person who telephones
call back/phone back to call someone who called you first
call display a screen that shows you who is calling
cellular phone/cell phone a telephone that you can take with you away from your house; mobile phone
cordless phone a phone that is not attached to the wall (you can walk short distances with it at home or in the garden)
dial to press the buttons on the phone
dial tone the sound the phone makes when you pick it up
directory/phone book a book that alphabetically lists local phone numbers of people and businesses
hang up to put the receiver down and end a call
operator a person who answers telephone-related questions when you dial "0"
phone a telephone; to telephone
phone booth/pay phone a place where you can pay to use a telephone in public
pick up to answer the phone
receiver the piece on the phone that you speak into and listen from
ring the sound a phone makes when somebody calls; to make that sound
ringer the sound-piece that alerts a person that a call is coming through
Here are some typical phrases that you can use in a telephone conversation.
Answering the phone
• Hello? (informal)
• Thank you for calling Boyz Autobody. Jody speaking. How can I help you?
• Doctor's office.
Introducing yourself
• Hey George. It's Lisa calling. (informal)
• Hello, this is Julie Madison calling.
• Hi, it's Gerry from the dentist's office here.
• This is she.*
Speaking. *The person answering says this if the caller does not recognize their voice.
Asking to speak with someone
• Is Fred in? (informal)
• Is Jackson there, please? (informal)
• Can I talk to your sister? (informal)
• May I speak with Mr. Green, please?
• Would the doctor be in/available?
Connecting someone
• Hang on one second. (informal)
• Please hold and I'll put you through to his office.
• One moment please.
• All of our operators are busy at this time. Please hold for the next available person.
Making special requests
• Could you please repeat that?
• Would you mind spelling that for me?
• Could you speak up a little please?
• Can you speak a little slower please. My English isn't very strong.
• Can you call me back? I think we have a bad connection.
• Can you please hold for a minute? I have another call.
Taking a message for someone
• Sammy's not in. Who's this? (informal)
• I'm sorry, Lisa's not here at the moment. Can I ask who's calling?
• I'm afraid he's stepped out. Would you like to leave a message?
• He's on lunch right now.Who's calling please?
• He's busy right now. Can you call again later?
• I'll let him know you called.
• I'll make sure she gets the message.
Leaving a message with someone
• Yes, can you tell him his wife called, please.
• No, that's okay, I'll call back later.
• Yes, it's James from CompInc. here. When do you expect her back in the office?
• Thanks, could you ask him to call Brian when he gets in?
• Do you have a pen handy. I don't think he has my number.
• Thanks. My number is 222-3456, extension 12.
Confirming information
• Okay, I've got it all down.
• Let me repeat that just to make sure.
• Did you say 555 Charles St.?
• You said your name was John, right?
• I'll make sure he gets the message.
Listening to an answering machine
• Hello. You've reached 222-6789. Please leave a detailed message after the beep.Thank you.
• Hi, this is Elizabeth. I'm sorry I'm not available to take your call at this time. Leave me a message and I'll get back to you as soon as I can.
• Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm, Monday-Friday. Please call back during these hours, or leave a message after the tone. If this is an emergency please call the hospital at 333-7896.
Leaving a message on an answering machine
• Hey Mikako. It's Yuka. Call me! (informal)
• Hello, this is Ricardo calling for Luke. Could you please return my call as soon as possible. My number is 334-5689. Thank you.
• Hello Maxwell. This is Marina from the doctor's office calling. I just wanted to let you know that you're due for a check-up this month. Please give us a ring/buzz whenever it's convenient.
Finishing a conversation
• Well, I guess I better get going. Talk to you soon.
• Thanks for calling. Bye for now.
• I have to let you go now.
• I have another call coming through. I better run.
• I'm afraid that's my other line.
• I'll talk to you again soon. Bye.
Telephone Tips
1. Speak slowly and clearly
Listening to someone speaking in a second language over the telephone can be very challenging because you cannot see the person you are trying to hear. However, it may be even more difficult for the person you are talking with to understand you. You may not realize that your pronunciation isn't clear because your teacher and fellow students know and understand you. Pay special attention to your weak areas (such as "r's" and "l's" or "b's" and "v's") when you are on the phone. If you are nervous about using the phone in English, you may notice yourself speaking very quickly. Make sure you understand the other speaker
Don't pretend to understand everything you hear over the telephone. Even native speakers ask each other to repeat and confirm information from time to time. This is especially important if you are taking a message for someone else. Learn the appropriate expressions that English speakers use when they don't hear something properly. Don't be afraid to remind the person to slow down more than once. Keep your telephone in an area that is away from other noise distractions such as a radio or television.
2. Use businesses and recordings
There are many ways to get free telephone English practice. After business hours, you can call and listen to recorded messages. Write down what you hear the first time, and then call back and check if your notes are accurate. Use the phone in your everyday life. Call for a pizza delivery instead of going out to eat. Call a salon to book a hair appointment. You can even phone the movie theatre to ask for the listings instead of using the newspaper. Some large cities have free recordings you can call for information such as your daily horoscope or the weather. (Make sure that you aren't going to get charged for these numbers first.) Some products have free phone numbers on the packaging that you can call for information. Think of a question you might want to ask and call the free number! For example, call the number on the back of the cereal box and ask for coupons. You will have to give your name and address. Make sure you have a pen handy so that you can repeat the information and check your comprehension.
4. Learn telephone etiquette (manners)
The way that you speak to your best friend on the phone is very different to the way you should speak to someone in a business setting. Many ESL speakers make the mistake of being too direct on the telephone. It is possible that the person on the other line will think that you are being rude on purpose if you don't use formal language in certain situations. Sometimes just one word such as "could" or "may" is necessary in order to sound polite. You should use the same modals you would use in a formal "face-to-face" situation. Take the time to learn how to answer the phone and say goodbye in a polite manner, as well as all the various ways one can start and end a conversation casually.
answer to say "hello" into the phone when it rings
answering machine something that you can record a message on if the person you are calling isn't home
busy signal a beeping sound that tells the caller that the other person is already on the phone with someone else
call a telephone conversation; to telephone
caller the person who telephones
call back/phone back to call someone who called you first
call display a screen that shows you who is calling
cellular phone/cell phone a telephone that you can take with you away from your house; mobile phone
cordless phone a phone that is not attached to the wall (you can walk short distances with it at home or in the garden)
dial to press the buttons on the phone
dial tone the sound the phone makes when you pick it up
directory/phone book a book that alphabetically lists local phone numbers of people and businesses
hang up to put the receiver down and end a call
operator a person who answers telephone-related questions when you dial "0"
phone a telephone; to telephone
phone booth/pay phone a place where you can pay to use a telephone in public
pick up to answer the phone
receiver the piece on the phone that you speak into and listen from
ring the sound a phone makes when somebody calls; to make that sound
ringer the sound-piece that alerts a person that a call is coming through
Here are some typical phrases that you can use in a telephone conversation.
Answering the phone
• Hello? (informal)
• Thank you for calling Boyz Autobody. Jody speaking. How can I help you?
• Doctor's office.
Introducing yourself
• Hey George. It's Lisa calling. (informal)
• Hello, this is Julie Madison calling.
• Hi, it's Gerry from the dentist's office here.
• This is she.*
Speaking. *The person answering says this if the caller does not recognize their voice.
Asking to speak with someone
• Is Fred in? (informal)
• Is Jackson there, please? (informal)
• Can I talk to your sister? (informal)
• May I speak with Mr. Green, please?
• Would the doctor be in/available?
Connecting someone
• Hang on one second. (informal)
• Please hold and I'll put you through to his office.
• One moment please.
• All of our operators are busy at this time. Please hold for the next available person.
Making special requests
• Could you please repeat that?
• Would you mind spelling that for me?
• Could you speak up a little please?
• Can you speak a little slower please. My English isn't very strong.
• Can you call me back? I think we have a bad connection.
• Can you please hold for a minute? I have another call.
Taking a message for someone
• Sammy's not in. Who's this? (informal)
• I'm sorry, Lisa's not here at the moment. Can I ask who's calling?
• I'm afraid he's stepped out. Would you like to leave a message?
• He's on lunch right now.Who's calling please?
• He's busy right now. Can you call again later?
• I'll let him know you called.
• I'll make sure she gets the message.
Leaving a message with someone
• Yes, can you tell him his wife called, please.
• No, that's okay, I'll call back later.
• Yes, it's James from CompInc. here. When do you expect her back in the office?
• Thanks, could you ask him to call Brian when he gets in?
• Do you have a pen handy. I don't think he has my number.
• Thanks. My number is 222-3456, extension 12.
Confirming information
• Okay, I've got it all down.
• Let me repeat that just to make sure.
• Did you say 555 Charles St.?
• You said your name was John, right?
• I'll make sure he gets the message.
Listening to an answering machine
• Hello. You've reached 222-6789. Please leave a detailed message after the beep.Thank you.
• Hi, this is Elizabeth. I'm sorry I'm not available to take your call at this time. Leave me a message and I'll get back to you as soon as I can.
• Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm, Monday-Friday. Please call back during these hours, or leave a message after the tone. If this is an emergency please call the hospital at 333-7896.
Leaving a message on an answering machine
• Hey Mikako. It's Yuka. Call me! (informal)
• Hello, this is Ricardo calling for Luke. Could you please return my call as soon as possible. My number is 334-5689. Thank you.
• Hello Maxwell. This is Marina from the doctor's office calling. I just wanted to let you know that you're due for a check-up this month. Please give us a ring/buzz whenever it's convenient.
Finishing a conversation
• Well, I guess I better get going. Talk to you soon.
• Thanks for calling. Bye for now.
• I have to let you go now.
• I have another call coming through. I better run.
• I'm afraid that's my other line.
• I'll talk to you again soon. Bye.
Telephone Tips
1. Speak slowly and clearly
Listening to someone speaking in a second language over the telephone can be very challenging because you cannot see the person you are trying to hear. However, it may be even more difficult for the person you are talking with to understand you. You may not realize that your pronunciation isn't clear because your teacher and fellow students know and understand you. Pay special attention to your weak areas (such as "r's" and "l's" or "b's" and "v's") when you are on the phone. If you are nervous about using the phone in English, you may notice yourself speaking very quickly. Make sure you understand the other speaker
Don't pretend to understand everything you hear over the telephone. Even native speakers ask each other to repeat and confirm information from time to time. This is especially important if you are taking a message for someone else. Learn the appropriate expressions that English speakers use when they don't hear something properly. Don't be afraid to remind the person to slow down more than once. Keep your telephone in an area that is away from other noise distractions such as a radio or television.
2. Use businesses and recordings
There are many ways to get free telephone English practice. After business hours, you can call and listen to recorded messages. Write down what you hear the first time, and then call back and check if your notes are accurate. Use the phone in your everyday life. Call for a pizza delivery instead of going out to eat. Call a salon to book a hair appointment. You can even phone the movie theatre to ask for the listings instead of using the newspaper. Some large cities have free recordings you can call for information such as your daily horoscope or the weather. (Make sure that you aren't going to get charged for these numbers first.) Some products have free phone numbers on the packaging that you can call for information. Think of a question you might want to ask and call the free number! For example, call the number on the back of the cereal box and ask for coupons. You will have to give your name and address. Make sure you have a pen handy so that you can repeat the information and check your comprehension.
4. Learn telephone etiquette (manners)
The way that you speak to your best friend on the phone is very different to the way you should speak to someone in a business setting. Many ESL speakers make the mistake of being too direct on the telephone. It is possible that the person on the other line will think that you are being rude on purpose if you don't use formal language in certain situations. Sometimes just one word such as "could" or "may" is necessary in order to sound polite. You should use the same modals you would use in a formal "face-to-face" situation. Take the time to learn how to answer the phone and say goodbye in a polite manner, as well as all the various ways one can start and end a conversation casually.
ASKING FOR AND GIVING INSTRUCTIONS
GIVING INSTRUCTIONS
Asking for Instructions
How do you (do this)?
How do I . . . ?
What is the best way to . . . ?
How do I go about it?
What do you suggest?
How do you suggest I proceed?
What is the first step?
Giving Instructions
Sequencing
First, (you) . . .
Then, (you) . . .
Next, (you) . . .
Lastly, (you) . . .
Starting out
Before you begin,(you should..)
The first thing you do is . . . .
I would start by . . .
The best place to begin is . . .
To begin with,
Continuing
After that,
The next step is to . . .
The next thing you do is . . .
Once you've done that, then . . .
When you finish that, then . . .
Finishing
The last step is . . .
The last thing you do is . . .
In the end,
When you've finished,
When you've completed all the steps,
7.1 Put the steps for the following tasks in the correct order
_____ Press the start button
_____ Place the bag inside the oven
_____ Listen carefully, when all kernels are popped, turn off the microwave
_____ Set the timer for 5 minutes
_____ Open door and remove bag carefully, it may be hot
_____ Remove the cooking bag from the wrapper
_____ Shut the microwave door
What is the task? _____________________________
_____ Press the brew button
_____ Put a disposable filter in place in the basket
_____ Put in the desired amount of grounds in the filter basket
_____ Place the pot into place
_____ Pour the water into the receptacle
_____ Plug in the appliance into the nearest electrical outlet
What is the task? ______________________________
Match the appropriate responses with the questions. Put the correct number of the question on the line.
1. How do I open this bag? ___ Yes, just put one cup of the grain in the
cooker and add one half cup of water
and turn the cooker on.
2. What do I need to do to operate the
safe? ___ Sure, open up the bag, put the bag in
the microwave, then set the timer for
four minutes and turn it on.
3. How do I get connected to the Internet? ___ Move to a speaking where English is
the native language.
4. Do you know how to make this
popcorn? ___ Sure, first put the paper on the glass
and close the lid, then enter the
number of copies you want and finally
press start.
5. Is it easy to make rice? ___ Look for the Internet Explorer icon on
the desk top and click it.
6. I can’t get the remote to work. ___ Look for a small slit on the top right
hand corner of the bag and start
tearing there.
7. Can you show me how to copy this? ___ One- put three scoops of your
favorite flavor into a blender, two- add
about a third of a cup of milk, and
three- turn on the blender.
8. How do you make sun tea? ___ Easy, fill a jug with water, put in a
couple of tea bags, and place in the
sun.
9. How can I dramatically improve
my English ability? ___ First, select a four digit number
as your code, then enter the numbers in
the new combination setting.
10. What are the steps in making a milk
shake? ___ Well, you have to point it at the TV
before it will work.
ASKING FOR AND GIVING DIRECTIONS
How can you ask someone to do something for you in English without sounding rude? Here are some of the ways that you can give orders and instructions.
1. Use the imperative form
We use the imperative form to give orders, warnings and advice: An imperative sentence expresses a command or request.
• Be quiet!
• Take care!
• Listen to me carefully!
Because it can sound rude to give direct orders (especially if you are talking to an adult), we "soften" the imperative form with "let's" or "please":
Let's go now.
Please listen to what I'm saying.
2. Use a modal verb to turn the order into a request
We use modals to change the mood of a sentence. For example, "You should help her" is more polite than "Help her!"
Other modal verbs you can use to make requests are:
Could: Could you make me some tea?
Can: Can you come here please?
Will: Will you shut the door please?
Would: Would you wait here until the doctor is ready for you?
3. Use an introductory phrase to ‘soften’ the order
Instead of using an imperative, you can use a phrase instead. Here are some common ways of phrasing an order, in order of the most indirect to the most direct:
Would you mind possibly… (+ ing) (Most indirect)
Would you mind possibly moving your car? It's parked right in front of mine.
I was hoping you could … (+ infinitive without to)
I was hoping you could spare me a few minutes this morning.
Do you think you could … (+ infinitive without to)
Do you think you could do this photocopying for me?
If you have a couple of minutes spare…
If you have a couple of minutes spare, the office needs tidying up.
I'd like you to…
I'd like you to file this correspondence for me.
I want you to…
I want you to finish this by tomorrow.
4. Use sequencing words
You can use sequencing words to make instructions clear.
Firstly, make sure the appliance is disconnected.
Secondly, open the back with a screwdriver.
Then, carefully pull out the two black cables…
Quick notes:
Asking for Instructions
How do you (do this)?
How do I . . . ? What is the best way to . . . ?
How do I go about it? What do you suggest?
How do you suggest I proceed? What is the first step?
Giving Instructions
Sequencing (sequence connectors)
First, (you) . . .
Then, (you) . . .
Next, (you) . . .
Lastly, (you) . . .
Starting out
Before you begin, (you should . . .)
The first thing you do is . . . .
I would start by . . .
The best place to begin is . . .
To begin with,
Continuing
After that,
The next step is to . . .
The next thing you do is . . .
Once you've done that, then . . .
When you finish that, then . . .
Finishing
The last step is . . .
The last thing you do is . . .
In the end,
When you've finished,
When you've completed all the steps,
Asking for Instructions
How do you (do this)?
How do I . . . ?
What is the best way to . . . ?
How do I go about it?
What do you suggest?
How do you suggest I proceed?
What is the first step?
Giving Instructions
Sequencing
First, (you) . . .
Then, (you) . . .
Next, (you) . . .
Lastly, (you) . . .
Starting out
Before you begin,(you should..)
The first thing you do is . . . .
I would start by . . .
The best place to begin is . . .
To begin with,
Continuing
After that,
The next step is to . . .
The next thing you do is . . .
Once you've done that, then . . .
When you finish that, then . . .
Finishing
The last step is . . .
The last thing you do is . . .
In the end,
When you've finished,
When you've completed all the steps,
7.1 Put the steps for the following tasks in the correct order
_____ Press the start button
_____ Place the bag inside the oven
_____ Listen carefully, when all kernels are popped, turn off the microwave
_____ Set the timer for 5 minutes
_____ Open door and remove bag carefully, it may be hot
_____ Remove the cooking bag from the wrapper
_____ Shut the microwave door
What is the task? _____________________________
_____ Press the brew button
_____ Put a disposable filter in place in the basket
_____ Put in the desired amount of grounds in the filter basket
_____ Place the pot into place
_____ Pour the water into the receptacle
_____ Plug in the appliance into the nearest electrical outlet
What is the task? ______________________________
Match the appropriate responses with the questions. Put the correct number of the question on the line.
1. How do I open this bag? ___ Yes, just put one cup of the grain in the
cooker and add one half cup of water
and turn the cooker on.
2. What do I need to do to operate the
safe? ___ Sure, open up the bag, put the bag in
the microwave, then set the timer for
four minutes and turn it on.
3. How do I get connected to the Internet? ___ Move to a speaking where English is
the native language.
4. Do you know how to make this
popcorn? ___ Sure, first put the paper on the glass
and close the lid, then enter the
number of copies you want and finally
press start.
5. Is it easy to make rice? ___ Look for the Internet Explorer icon on
the desk top and click it.
6. I can’t get the remote to work. ___ Look for a small slit on the top right
hand corner of the bag and start
tearing there.
7. Can you show me how to copy this? ___ One- put three scoops of your
favorite flavor into a blender, two- add
about a third of a cup of milk, and
three- turn on the blender.
8. How do you make sun tea? ___ Easy, fill a jug with water, put in a
couple of tea bags, and place in the
sun.
9. How can I dramatically improve
my English ability? ___ First, select a four digit number
as your code, then enter the numbers in
the new combination setting.
10. What are the steps in making a milk
shake? ___ Well, you have to point it at the TV
before it will work.
ASKING FOR AND GIVING DIRECTIONS
How can you ask someone to do something for you in English without sounding rude? Here are some of the ways that you can give orders and instructions.
1. Use the imperative form
We use the imperative form to give orders, warnings and advice: An imperative sentence expresses a command or request.
• Be quiet!
• Take care!
• Listen to me carefully!
Because it can sound rude to give direct orders (especially if you are talking to an adult), we "soften" the imperative form with "let's" or "please":
Let's go now.
Please listen to what I'm saying.
2. Use a modal verb to turn the order into a request
We use modals to change the mood of a sentence. For example, "You should help her" is more polite than "Help her!"
Other modal verbs you can use to make requests are:
Could: Could you make me some tea?
Can: Can you come here please?
Will: Will you shut the door please?
Would: Would you wait here until the doctor is ready for you?
3. Use an introductory phrase to ‘soften’ the order
Instead of using an imperative, you can use a phrase instead. Here are some common ways of phrasing an order, in order of the most indirect to the most direct:
Would you mind possibly… (+ ing) (Most indirect)
Would you mind possibly moving your car? It's parked right in front of mine.
I was hoping you could … (+ infinitive without to)
I was hoping you could spare me a few minutes this morning.
Do you think you could … (+ infinitive without to)
Do you think you could do this photocopying for me?
If you have a couple of minutes spare…
If you have a couple of minutes spare, the office needs tidying up.
I'd like you to…
I'd like you to file this correspondence for me.
I want you to…
I want you to finish this by tomorrow.
4. Use sequencing words
You can use sequencing words to make instructions clear.
Firstly, make sure the appliance is disconnected.
Secondly, open the back with a screwdriver.
Then, carefully pull out the two black cables…
Quick notes:
Asking for Instructions
How do you (do this)?
How do I . . . ? What is the best way to . . . ?
How do I go about it? What do you suggest?
How do you suggest I proceed? What is the first step?
Giving Instructions
Sequencing (sequence connectors)
First, (you) . . .
Then, (you) . . .
Next, (you) . . .
Lastly, (you) . . .
Starting out
Before you begin, (you should . . .)
The first thing you do is . . . .
I would start by . . .
The best place to begin is . . .
To begin with,
Continuing
After that,
The next step is to . . .
The next thing you do is . . .
Once you've done that, then . . .
When you finish that, then . . .
Finishing
The last step is . . .
The last thing you do is . . .
In the end,
When you've finished,
When you've completed all the steps,
WORKSHEET 'GREETINGS'
PROFESSIONAL ENGLISH / LANGUAGE PROFICIENCY 1
UCS 1363/ DLL 1013
UCS 1363/ DLL 1013
Please state the functions of the sentences below i.e. Parting, Greeting, Thanking, Complimenting or Introducing Oneself.
| | SENTENCE | FUNCTION |
| 1. | “I really appreciate your help with the task.” | |
| 2. | “Yen, thanks for the lunch.” | |
| 3. | “I really appreciate your assistance in handling that case. If not for you, we might not have won.” | |
| 4. | “Shiela, thanks for your help yesterday. The dresses will soon be ready for the show.” | |
| 5. | “I have to go now, my bus will be here soon.” | |
| 6. | “I’m really sorry but I must leave.” | |
| 7. | “I deeply apologise, sir, but I really must go now. My son just met with an accident.” | |
| 8. | “I’m really sorry but I have to go now. My colleagues are waiting for me outside.” | |
| 9. | “Please meet my wife, Maureen.” | |
| 10. | “Please meet my children. These are my daughters, Lalla and Labby. That’s my son, Shelby. | |
| 11. | “Have you met my cousin? John, this is Lim. He just arrived yesterday.” | |
| 12. | “Good afternoon, sir. How do you do?” | |
| 13. | “Hi everyone. I am Shah, your new lecturer.” | |
| 14. | “Welcome to UniMAP everyone!” | |
| 15. | “Good evening, ladies and gentlemen. Today’s talk will be on ‘Productivity’” | |
| 16. | “Good afternoon, this is Palm Resorts. Nathan speaking. How can I help you?” | |
| 17. | “Christina, your performance was amazing!” | |
| 18. | “You look smart today, James.” | |
| 19. | “Tina! You look really slim! How did you do it?” | |
| 20. | “That was a really wonderful presentation. I’m sure your project will be selected by the committee.” | |
SECTION B
Write suitable sentences for the following situations. (One word answers are NOT acceptable.)
Example : Thank your friend who helped you with your assignment.
Answer : “Jasmin, thanks a lot for your help. I couldn’t have done it without you.”
1. Introduce yourself in front of your new classmates.
___________________________________________________________________
2. You are introducing yourself to a crowd of foreign exchange students from Japan.
___________________________________________________________________
3. You are leaving your friend's birthday party.
___________________________________________________________________
4. While having lunch with colleagues, you need to leave for a meeting.
___________________________________________________________________
5. You are saying goodbye to your brother who is going away to further his studies in England.
___________________________________________________________________
6. You are welcoming a new student to the class.
___________________________________________________________________
7. You want to say thanks to your dad for giving you a new mobile phone player for your birthday.
___________________________________________________________________
8. You want to say thanks to your lecturer who helped you with your assignment.
___________________________________________________________________
9. Your best friend got the best marks in her English exam.
___________________________________________________________________
10. Your girlfriend is wearing a beautiful, red skirt today.
___________________________________________________________________
11. Your uncle just bought a brand new BMW motorbike.
___________________________________________________________________
12. Introduce yourself to your girlfriend’s parents.
___________________________________________________________________
13. Compliment your friend who has just presented a song in a competition.
___________________________________________________________________
14. Your friend just had a haircut at the salon.
___________________________________________________________________
15. Introduce your boss to your friend.
___________________________________________________________________
16. Thank your friend for assisting you painting the house.
___________________________________________________________________
17. You have just met someone at a party. Ask him what his profession is.
___________________________________________________________________
18. Thank a relative who loaned you some money.
___________________________________________________________________
19. You have to leave the meeting because your wife is in labour.
___________________________________________________________________
20. You met your lecturer at the supermarket at night.
___________________________________________________________________
SECTION C
Read the question carefully and choose the most suitable or best answer.
- Which of the following can you use as a form of greeting?
A. Good afternoon, Mr. Ronaldo. How are things?
B. Good night, madam. How are you?
C. I must be getting along.
D. Thanks a million.
- Which of the following should not be used in a formal interaction?
A. What’s up?
B. How are things?
C. How are you?
D. How’s life?
- Which of the following can you use as a form of parting?
A. I’m sorry for breaking the window.
B. Good evening, Sir.
C. Do you need a hand with those tables?
D. I’m sorry I can’t stay longer.
- With regards to partings, which of the following is true?
A. It is more polite to give a reason when you are leaving.
B. Never give a reason when you are leaving.
C. Never leave until everyone else has left.
D. It is more polite to leave without saying anything.
- Which of the following is a proper response when someone thanks you?
A. Please mention it to everyone.
B. I didn’t really want to do that.
C. It was a pleasure.
D. Good bye!
- Which of the following is an appropriate way complimenting?
A. You performance was appalling.
B. You look weird in that pink shirt.
C. I like your house. It’s beautiful.
D. I really like your wife. She’s hot!
- Which of the following can you use as a proper form of introducing yourself?
A. What’s up? Me Corrie. You who?
B. How do you do? I’m Angus.
C. Excuse me. What do you want?
D. I’m Miss Anna. Who are you?
- With regards to introductions, which of the following statements is true?
A. Always use our titles when we introduce ourselves.
B. Always use our titles when we introduce ourselves and other peoples’ titles when introducing others.
C. We do not use titles when we introduce ourselves to other people.
D. We do not use titles when we introduce other people.
- Which of the following questions should you not ask a tourist you have just met on a train?
A. How long have you been in Malaysia?
B. Do you like it here?
C. Are you married?
D. Where do you come from?
- Which of the following is not a proper response when someone thanks you.
A. Not at all.
B. You are welcome.
C. Don’t mention it.
D. I’ll see you soon.
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