新编剑桥商务英语unit-8课件

Module8

Training8.1Training4Reading:Trainingcourses1235Listening:AssessingtrainingneedsSpeaking:GivingreasonsforandagainstGrammar:-ingformandinfinitiveSpeaking:DiscussingtrainingneedsReading1.Whatkindofcoursehaveyoudone?Whatdoyouthinkmakesaneffectivecourse?TheteacherThefacilitiesTheapproach/methodsHowmuchitrespondstoyourneedsTheextras(lunch,comfort,etc.)IdentifythetipsAnemployeefeltmarginalizedbecausehewasleftincompanytraining.Whensomeonereturnsfromatrainingsession,assignthatpersonsomeworkrelatedtothattraining.Useasmanymediaandmethodsasyoufeelcomfortablewith.Fora5-daytraining,youspreadallfivetopics,alittleatatime,acrossfivedays,ratherthancoveringafulltopiceachday.2.Imagineyouareatrainingmanagerandyoureceiveinformationonthetwocoursesbelow.Readthesestatementsfrompeopleatyourcompanyanddecidewhichcoursewouldsuitthem.THEEFFECTIVELEADERTEAMBUILDINGtrainingcoursesTHEEFFECTIVELEADERThisonlinecoursewillmakeyouamoreeffectiveleader–whetheryou’reresponsibleforleadingaproject,ateam,aunit,adepartmentorevenacompany!Whateveryourrole,we’reassumingyoumustleadpeopleinordertoachieveresults.ThiscoursefocusesonACTIONyoucantaketoensurepeoplefollowyousoyougetresults.Duration:Approx.2hours.Thisisanonlineproductandforasingleuser.Courseprice:£50.00+£8.75(VAT)=£58.75BUYNOWTEAMBUILDINGOrganisationshavealwaysreliedonteamsinsomeform.Butnowthereismoreemphasisongroupsofpeopleworkinginteams,takingjointresponsibilityforachievingstandardsandmeetingobjectives.Thiscourseexploresthekeyfactorsthatmaketeamseffectiveandtheskillsrequiredtobuild,strengthenandmaintaintheteam.Duration:Approx.2hours.Thisisanonlineproductandforasingleuser.Courseprice:£50.00+£8.75(VAT)=£58.75BUYNOW‘I’mresponsibleforthenpeoplebutIfindithardtogetthebestfromthem.’‘Theproblemwithourcompanyisthatdepartmentsneverseemtoknowwhattheotherisdoing.’‘Whydon’tmystaffdowhatIaskthem?’‘I’mreallypreferworkingonmyown.Igetsomuchmoredone.’TranslateWhateveryourrole,we’reassumingyoumustleadpeopleinordertoachieveresults.不管（你处于）什么样的（领导）角色，在我们看来，都必须带领他人取得成效。jointresponsibility;jointliability共同的责任；连带责任本站和制作者不承担任何法律及连带责任!Thisstationandfabricatordon'tundertakeanylawandjointliability!合伙人对合伙的债务承担连带责任,法律另有规定的除外。Partnersshallundertakejointliabilityfortheirpartnership‘sdebts,exceptasotherwisestipulatedbylaw.EffectiveTrainingNeedsAnalysisDefinition:Ananalysistoeffectivelyidentifytrainingneedsofemployeessothattraining&developmentisplanned,carriedouttoenableindividualemployeestodeveloptotheirfullpotentialandcontributetothesuccessoftheorganization.Benefits:improvedperformanceimprovedqualityandreductioninwasteanderrorsjobsatisfactionFourStagesofa

Planned&SystematicTrainingCycleTheidentificationoftrainingneedsPlanningtomeettheidentifiedneedsTheimplementationoftheplanTheevaluationoftheplanWhoisResponsibleforTraining&DevelopmentwithintheOrganization?TheCEOorequivalent–overallresponsibilityLinemanagement–isdelegatedtoensuretheirstaffreceiveappropriatetraining&developmentTraining&DevelopmentDeptorHumanResourcesDeptorspecifictrainersIndividualemployeesWhoisResponsibleEffectiveTrainingNeedsAnalysis–Determine:LevelofNeeds–corporate,department,team,individualorspecialistgroupTwoApproaches–alltheorganizationorbyexceptionTraining&DevelopmentNeedsareidentifiedbythelinemanager,theindividualemployee,orthetraining&developmentadviser–usuallyacombination.Suitabilityofthemethodswilldependupon:CultureandsizeoftheorganizationHumanresourcesandexpertiseavailableLevelofNeedsAmountofmoneyandtimeavailable.Methodsusedintheidentificationoftraining&developmentneeds:PerformanceRevieworAppraisalDevelopmentCentresHumanResourcesAuditsInterviewsQuestionnairesObservationReviewofOrganization/BusinessPlansDeskResearchGroupDiscussionJobAnalysis&Evaluation Acombinationofmethodssuitabletothelevelofneedtobeanalyzedisrecommended.TrainingNeedsAnalysis–PerformanceRevieworAppraisal

Ifyourorganizationconductsperformancereviewsoranappraisalscheme,thentheappraisaliscomparedwiththejobspecificationtofindoutwhatismissing,i.e.identifyingthegapbetweenwhatshouldbedoneorwhatcouldbeimprovedinjobperformance. Alternatively,theperformancerevieworappraisalschememayalreadydothis,bycomparingjobperformanceagainstspecificperformancecriteriaorobjectivesandmayincludeasectionontraining&developmentneeds.TrainingNeedsAnalysis–DevelopmentCentres

DevelopmentCentresarealsoknownasthemultiassessmentapproach.Avarietyofassessmenttechniquesisusedtoensurethewidestpossiblecoverageofskillsandattributes.Itismultidimensional,inthatthetechniquesusedareindividualgroup,oralandwritten,andincludepsychometrictestsaswellaspersonalityandcareerinterestquestionnaires.TrainingNeedsAnalysis–DevelopmentCentresTheBenefits:ClearlydefinedcriteriaCurrentperformanceandthepotentialoftheindividualisassessedobjectivelybyanumberofassessorsratherthanonemanager’sjudgmentIdentifywidespreadshortagesofskillTheDevelopmentCentreisdesignedtomakeassessmentsagainstclearlyidentifiedcriteriaforspecificgroupswithintheorganizationandthereforeitistailormadetotheorganization’srequirements.TheDrawbacks:Expensivetodesignandsetup.Assessorsrequirespecifictraining.Oftenorganizationsneedtobringinoutsideassistance.Toocomplexforasmallorganization.TheBenefits:Theprocessisfairlysimpleandcosteffective.Theinformationiseasilyaccessible.TheDrawbacks:Plansareoftenseenas“orders”ratherthanasguidelines.Theyneedtoberegularlyreviewedandamendedtoadapttothechangingnatureoftheorganizationandeconomicenvironment.Itdependsupontheanalystandhisorherunderstandingoftheorganizationandhowitoperates.Itcannotbecarriedoutasadesktopexercisebutrequirestheinvolvementandcommitmentoflinemanagers.TrainingNeedsAnalysis–HumanResourcesAuditTrainingNeedsAnalysis–

Interviews

Individualswithintheorganizationareidentifiedforinterviewtoascertaintheirtraining&developmentneeds.Usuallytheinterviewmethodisusedwithseniormanagersoremployeeswhohaveuniqueroleswithintheorganizationandwhohavealsospecifictraining&developmentneedsuniquetothem.

Theinterviewcanbestructuredorunstructured.Inastructuredinterview,anumberofpreparedquestionsareusedinallinterviewsasopposedtotheunstructuredinterview,wherethedirectionofthediscussioncangoanywhere.Theresultantprogramsaretailormadetotheindividual.TrainingNeedsAnalysis–

Questionnaires

Questionnairescanbeproducedforpartoralloftheorganization.Sometimestheydonotaskspecifictraining&developmentquestionsbutareusuallytargetedtowardsgatheringinformationonhowtherespondentsratetheimportanceandperformanceofspecificaspectsoftheirposts.

Somequestionnairescomeunderthetitleofattitudesurveys.

InasimilarwaytotheHumanResourcesAudit,thequestionnaireidentifiesorganizationalordepartmentalneedsratherthanindividualneedsbecausetheindividualquestionnaireswillbeanonymous.Wherequestionnairesareused,organizationsmaywishtouseoutsideassistanceintheformulationofthequestionsandratingmethodologiesand/orinthecoordinationandanalysisoftheresults.TrainingNeedsAnalysis–

QuestionnairesTheBenefits:Usuallyaccurateinthattheindividualresponseisanonymous.Coveralargeno.ofindividualsinacosteffectiveway.Theresultsshowproblemareasclearly.TheDrawbacks:Theresponsefromquestionnairesislow.Aresponserateof50%ishigh,andtimeandefforthastobeinvestedinensuringthatindividualrealizethe

importanceofthequestionnaire,i.e.decisionsaffectingthetraining&developmentoftheorganizationwillbemadeontheresults.Unlessseniormanagementiscommittedtothemethodandthecommunicationtoemployeeshasbeenclear;thequestionnairemaynotresultintherecommendationsbeingconvertedintoaction.TrainingNeedsAnalysis–

Observation

Amethodwhichisnotoftenusednow.Itcanbeusedtolookatanyjob.Itinvolvesatrainedobserveraccompanyinganindividualduringtheirworkingdayandobservingthem.Usually1-3daysoveraperiodoftimearetakenandtheobservercaneithermonitorthepersonforshort2-3hourperiodsandthenmakenotes,orhaveastructuredchecklistinwhichtheywillmakenotesagainstagreedcriteria.Themethodcanidentifyareasotherthantrainingneeds,forexample,inefficientworkingmethods.Theobserverneedstohavebeentrainedinthemethodandhavefullydiscussedtheprocesswiththeindividualbeforeundertakingtheobservation. Aninformalapproach,usingoftenunconsciousobservation,isusedbylinemanagerseverydayinevaluatingtheirstaff’sperformance.TrainingNeedsAnalysis–

ReviewofOrganization/BusinessPlans

Areviewoftheorganization’splansforthefuturegivesvaluableandnecessaryinformationinidentifyingthecorporatetraining&developmentneeds.Itisthisinformationthatwillenablethepriorityoftraining&developmenttobeestablished.

TrainingNeedsAnalysis–

ReviewofOrganization/BusinessPlansTheBenefits:Thetraining&developmentplansoftheorganizationwillmeetfutureaswellascurrentneeds.Thecostisminimal.TheDrawbacks:Theneedsarecorporateanddonotrelatetospecificindividuals.Theplansdonotidentifyspecificproblemareasnorassessthequalityandquantityoftheemployeestomeetcurrentneeds,andiftheydoitwillbeabroadbrushapproach.TrainingNeedsAnalysis–

DeskResearch

ThiscanincorporatetheHumanResourcesAuditandthereviewofthebusinessororganizationplans.Desk

Researchisareviewandanalysisofexternalfactorsaswellasinternal,forexample,assessingthelevelofgraduatesandnewtraineesintotheorganizationwillidentifytraining&developmentprogramstomeettheirneeds.Informationonformalexternalcoursesandcoursesleadingtoqualifications.

Itcanbeareviewofthecurrenttraining&developmentprogramscurrentlyundertakenbytheorganizationtoseeiftheyarestillrelevanttomeetingthecurrentandfutureneeds.

Deskresearchshouldnotbetheonlymethodusedbyalinemanagerortrainerintheidentificationoftrainingneeds.TrainingNeedsAnalysis–

DeskResearchTheBenefits:Keepinguptodatewithoutsideinfluencesanddevelopments.Costeffectiveandsimpletodo.TheDrawbacks:Itdoesnotidentifyindividualneedsandislimitedinitsapplication.Itisanisolatedwayofidentifyingtrainingneedsremovedfromthepeoplewhosecommitmentandinvolvementisneededforthetrainingtobesuccessful.TrainingNeedsAnalysis–

GroupDiscussion

Ano.ofindividualswithintheorganizationaregatheredtodiscussspecificissues.Theindividualsmaybeateamwithinadepartmentorano.ofmanagersatthesamelevel.Thepurposeofthediscussionneedstobeclearlydefined,i.e.toidentifyareasofconcernordifficultyandareasofstrengthasagroupandpossibleactionstoresolvetheseareasofconcernandbuildonstrengths.

Thegroupmaymeetseveraltimeswiththeassistanceofafacilitatortoguideanddirect.Thefacilitatormaybeamemberofthegroupwhohasreceivedspecificfacilitationtrainingforthispurpose.TrainingNeedsAnalysis–

GroupDiscussionTheBenefits:Commitmentfromtheparticipants.Buildsteamworkandrecognitionofothers’strengthsandweaknessesaswellasone’sown.Itidentifiesneedsthat,ifmet,canhaveanimmediateimpactonthesuccessoftheorganization.Costeffective.Identifiesneedsofindividualsandgrouptraining&developmentneeds.TheDrawbacks:Thegroupsmaytalkbutmaynotresolveissueswithoutsomeformoffeedbackfromseniormanagers.Thegroupmaybecomeisolated.Theskillofthefacilitatortoform,guideandstopthegrouponcethetaskshavebeenaccomplishediscrucial.TrainingNeedsAnalysis–

JobAnalysis&EvaluationThisisanindirectmethodofidentifyingtraining&developmentneeds.Aneworexistingjobisanalyzedtoproduceajobdescriptionwhichisthenevaluated.Itisthenanalyzedtoproduceapersonspecification.Thegapbetweenthejobdescriptionandtheknowledgeandskillsofthecurrentjobincumbentornewemployeeisassessedandanindividualtraining&developmentprogramisformed.

TrainingNeedsAnalysis–

JobAnalysis&EvaluationTheBenefits:Meetstheneedsoftheindividualandthespecificjob.TheDrawbacks:Identifiesindividualneedsonly,ratherthancorporateneeds.Thejobdescriptionmayquicklybeoutofdate.Thetrainingisreactivetotheneedsoftheindividualandisjobspecific.EffectiveTrainingNeedsAnalysis

Themethodsintroducedareallwaysinwhichtrainingneedscanbeidentified.Theirsuitabilitywill

dependuponano.offactors:ThecultureandsizeoftheorganizationThehumanresourcesavailableandthe

expertisetheycanbringtotheimplementationofsuchmethods.Theleveloftrainingneedsyouwishtoidentify,i.e.Isitacorporateneedorforadepartmentorindividual?Theamountoftimeandmoneyavailable.

Itisrecommendedthatacombinationofthemethodsisused,choosingsuitablemethodsaccordingtothelevelofneedwhethercorporate,departmental,groupofemployeesoranindividualemployee.Listening:Assessingtrainingneeds1.ListentoaconversationbetweenatrainingmanagerandSergio.1)WhichcoursedoesSergiowanttotake?Why?

2)WhatdoSergioandthetrainingmanagerdisagreeon?Sergiowantstotakebothofthecoursesbecausetheywillhelphimwithhisnewrole.Theydisagreeonwhetheronlinetrainingisaseffectiveasface-to-facetraining.I’velookedatthosecoursesyousuggesteddoing…我看过你建议我参加的培训课程…doacourse参加课程takeacourse2.Listenagain.Workinpairs.StudentA:Listenandlistthetrainingmanager’sargumentsforonlinetrainingontheleftofthetable.StudentB:ListenandlistSergio’sargumentsforface-to-facetrainingontherightofthetable.OnlinetrainingFace-to-facetraining-youdon’tneedtogoaway-youarrangethingsaroundyourwork-youcancommunicatewithotherpeopleonthecourse-youcandoitfromhome-it’scheaper-yougetnewideasfromotherpeopleonthecourse-networking-youcanaskthetutorquestionsListeningscriptM=ManagerS=SergioM:Comein…ohhello,SergioS:Hi,sorryforbeinglate.Someoneneededtospeaktome.Anyway,I’velookedatthosecoursesyousuggesteddoing…M:And?S:Yes,Theybothlookgood.I’minterestedindoingbothofthem.M:Good,Ithoughttheymighthelpwithyournewrole.S:Yes,well.ItinvolvestellingpeoplewhattodobutI’malsoworkingwithothermanagerstoo.M:Ok,Sowouldyouliketoenrollforbothofthem?S:Yes,butIcan’taffordtotakeanymoretomeoffthismonth.I’malreadybehind.M:Buttheseareonline.Youdon’tneedtogoaway.S:Whatdoyoumean?M:OnlinemeansyoutrainbyusingtheInternet.Ithinkyoureceivethearticlestoreadandhadsomeexercises.M:Yes,likethatbutontheInternet.It’sgreatbecauseyoudon’thavetogoawayandyouarrangethingsaroundourworkS:TheproblemisthatI’dprefertohaveacoursewithotherpeopleinaroom.Yougetlotsofnewideasthatway.specially.onacoursecalledTeamBuilding.IfIdoitonline,Iwon’thavetheopportunityfornetworkingwithpeople.Andyoucanaskthetutorquestions.M:You’reright,butIalsothinkmanyonlinecoursesevenhaveaplacewhereyoucommunicatewithotherpeopleonthecourse.S:Hmm,butIdon’tthinkitisthesame.Besides,ifI’mworkingatmydeskIalwaysstoptoanswerthephoneorsomeoneasksmetodosomething.M:Well,whynotdoitfromhome?S:Idon’tunderstand…M:Takeanafternoonoffanduseyourcomputerfromhome.Thatwaynoonecaninterruptyou.Theotherthingisthatifyouwanttodobothcourses,it’scheaperifyoudothemonline…Canyouthinkofanymoreargumentsforandagainstonlinetraining?OnlinetrainingFace-to-facetrainingRelaxedandmorecomfortable;Moreflexible,maydoitanytimeandanywhereMorepersonalandinteractive;Moredirect,closer,hearingthevoiceoftheotherpersoninrealtime;Morenatural,feelbetterSpeaking:Givingreasonsforandagainst1.Usefulexpressions:GivingreasonsforGivingreasonsagainstIt’sgreatbecause…Oneadvantageisthat…Anothergoodreasonis…You’reright,butIalsothink…Theotherthing(reason)isthat…Theproblemisthat…Onebigdisadvantagewiththatis…Oneargumentagainstthatideais…Idon’tthink…Rollercoaster(过山车)

Student1:SetuptheSituation1Student2:Givethefirstreasonfor1Student3:Givethefirstreasonagainst1Student4:Givethesecondreasonfor1Student5:Givethesecondreasonagainst1…StudentN:Setupanewsituation2(ifyouarerunningoutofreasons)StudentN+1:Givethefirstreasonfor2StudentN+2:Givethefirstreasonagainst2……RuleThewinnergivesthemostreasonsandleastsituation.Rule:withinthesamesituation,youshouldnotrepeattheusefulexpressions(youcanaddsomenewexpressionstogiveyourreasons)2.Workinpairs.Roleplaythesediscussions.Taketurnstogivereasonsforandgivereasonsagainst.GivingreasonsforGivingreasonsagainstExcitingbecauseitfeelslikeanexcursion.Agoodopportunitytodoacoursewhileenjoyingthecountryview.Goodtobeawayfromthehustleandbustleofthecityandgetclosetonature.Wanttospendtheweekendwithfamily.Weekendisthetimeforrelaxationafteraweek’swork,notatimeforwork.1)Yourmanagerwantseveryoneinthedepartmenttospendanunpaidweekendinthecountryonateam-buildingcourse.2)Someemployeeshaveaskedforflexitimeandtheopportunitytoworkfromhome.GivingreasonsforGivingreasonsagainstAchieveabetterbalancebetweenworkandlife.Canhavemoretimeforfurthereducationandlearningnewskills.Helpthosewithfamiliesspendmoretimetogether.Canreducechildcarecostsandhavemoretimewithfamilies.Needtobeself-disciplinedandself-motivated.Sometimesitishardtodifferentiatebetweenworktimeandprivatetime.Canbehardtostaymotivatedwithoutthesupportofcolleagues.3)ThecompanywantstoreplaceyourEnglishteacherwithlessonsonacomputer.GivingreasonsforGivingreasonsagainstJobstodayrequireaworkingknowledgeofcertaincomputerskills.Computerskillsareimportanttohelpraiseefficiency.Computerskillsaresomethingyouneedtosurviveandprosperintoday’sfast-changingworkplace.Comparedtocomputerskill,Englishismoreimportantforacompanyininternationaltrade;EnglishisimportantforInternetmarketingsinceitistheuniversallanguageontheInternet.Englishisusefulindoingbusinesswithforeignclientssinceitisacommonlyusedlanguage.Ifacompanywantstogoglobal,itsstaffshouldbegoodatEnglish.Grammar:-ingformandinfinitive1.CompletethesesentencesfromtheconversationbetweenSergioandhistrainingmanager.Writetheverbinbracketsasan–ingformorinfinitive.I’minterestedin________(do)bothofthem.Itinvolves_______(tell)peoplewhattodo.Sowouldyoulike________(enroll)forbothofthem?Yes,butIcan’tafford_______(take)anymoretimeoffthismonth.Onlinemeansyoutrainby_______(use)theInternet.Oh,Isee.Iremember_______(do)somethingsimilarbypost.TheproblemisthatI’dprefer_______(have)acoursewithotherpeopleinaroomIfIdoitonline,Iwon’thavetheopportunityfor_______(network)withpeople.IfI’mworkingatmydeskIalwaysstop_______(answer)thephone…Theotherthingisthatifyouwant______(do)bothcourses,it’scheap.2.Readthisconversation.Underlinethecorrectword.Manager:Hi,Sergio.Takeaseat.(1)Would/Doyouliketohaveacoffee?Sergio:Thatwouldbenice.Twosugars,please.Manager:OhI’msorry.Ididn’tremember(2)toask/askingforanythisweek.Ionlyhavemilk,I’mafraid.Sergio:Noproblem.I’llhaveitblack,please.Manager:Really?I(3)can’tstand/hatetodrinkitwithoutmilk.Anyway,aboutyourcourse.We’ve(4)arranged/recommendedsendingyouawayforafewdaysratherthandoingitonline.IsthatOKwithyou?Sergio:Sure.Ialways(5)prefer/enjoytoworkwithagroupofpeopleratherthanonmyown.语法小结要点解释：1)在动词+介词后使用-ing形式：eg.She’sworkingonfixingtheproblem.Haveyouthoughtofmovingintosales?I’minterestedinseeingyourplanforthis.2)在一些固定动词后使用-ing形式，这些动词包括consider,delay,dislike,enjoy,mind,postpone,practise,recommend,suggest等。eg.Haveyouconsideredchangingthecolor?Wouldyoumindwaiting?Let’spostponetrainingeveryoneuntilnextmonth.3)一些动词只跟不定时，这些动词包括afford,arrange,decide,manage,want等。eg.Wecan’taffordtodothis.Shallwearrangetomeetagaininanhour?Doyouwanttotakethiscourse?4)一些动词既可跟-ing也可跟不定式，这些动词包括advise,propose,begin,continue,like,prefer等。eg.Weadviseyoutotaketwoweeksoff./Weadvisetakingtwoweeksoff.5)一些动词跟-ing和跟不定式意思会有很大不同。eg.Istoppedworkingthereyearsago.Istoppedtoworkonthisnewproject.另外一些动词则没有什么区别。eg.Weprefertostayathomeduringtheweek./Wepreferstayingathomeduringtheweek.Speaking:DiscussingtrainingneedsWorkinpairsandrole-playthissituation.StudentA:Youareatrainingmanager.Yousentthememobelowtoallstaff.Meetwithanemployeetodiscusswhichcoursewillbeusefulforhimorhertoattend.Usesomeofthesephrases:Whichcourseswouldyoulike…?Wouldyouprefer…?Doyouwant…?Areyouinterestedin…?Howgoodareyouat…?Howmuchofyourjobinvolves…?StudentB:Readthismemofromyourtrainingmanageranddiscusswhichcoursesmightbesuitable.Trytousesomeofthesephrase:I’dlike…/Iwouldn’tlike…I’m(not)interestedin…I’mquitegoodat…Ican’tafford…Myjobinvolves…Pleasenotethatwestillhaveplacesavailableonthefollowingone-daycourses.Alltrainingtakeslaceinourtrainingrooms.Pleasearrangetomeetwithmeassoonaspossibletodiscussyourneedsandrequirementsinordertoenrollyou.Thecoursesareasfollows:effectivesellingpresentationskillsnegotiatingbyphonecross-culturalawarenessteambuildingleadingaprojectspreadsheetsanddatabasescomputerskills1&2(buildingandmaintainingawebsite)To:AllstaffFrom:ThetrainingmanagerSubject:AvailabletrainingcoursesthisautumnWhichcourseswouldyoulike…?Wouldyouprefer…?Doyouwant…?Areyouinterestedin…?Howgoodareyouat…?Howmuchofyourjobinvolves…?I’dlike…/Iwouldn’tlike…I’m(not)interestedin…I’mquitegoodat…Ican’tafford…Myjobinvolves…ReadingListeningListeningWritingRespondingtoaletterofcomplaintTheimportanceoflisteningGoodandbadlistenerShowingyou’relisteningSpeakingAletterofcomplaintVocabulary8.2Showingyou’relisteningLinkingphrasesReadingHowdoyouknowwhensomeoneislisteningtoyou?(agoodlistener)Whointhisclassdoyouconsideragoodlistener,andwhy?Looklikehe/shecaresaboutmyremarksShowinterestAskrelevantquestionsWithdirecteye-contactandanattentiveexpressionWithoutanylookofdistractionNotdoingotherwork,likeansweringemailsorlookingatthescreenofhis/hercomputer2.Readthisarticleaboutlistening.Insomelinesthereisoneextraword.Writeitattheendoftheline.WriteCORRECTifthereisnoextraword.Theimportance

oflistening0.Womentendtobeverygoodatit.Menareusuallytheworse.Notdoing1.itmightleadtoconflictbutusingitsucheffectivelycanleadbothsidesto2.Compriseandagreement.Listeningandmoreimportantly,thatshowing3.You’relisteningisoneofthemostusefulskillsasinbusiness.Firstly,you4.canuseittocoachanddevelopyourstaffbyaskingthemquestions5.andforreservingyourcommentsorfeedbackforlater.Secondly,effective6.listeningmeanstoavoidinginterruptionorformulatingaresponseeven7.Beforetheotherspeakerhasbeenfinished.Thiscanpreventdisagreement8.Takeonangrycustomersonthephone,forexample.Afewsimplephrase9.Toshowyouseetheirfewpointofviewwillcalmthemdownandmake10.Themreadytobehelpedby.Sonexttimeyou’repreparingtospeak,pause11.andaskyourself:HaveIlistenedtothem?DotheyknowI’velistened?THESUCHTHATASCORRECTFORTOBEENONFEWBYCORRECT1.Whotendtobethebetterlisteners,menorwomen?2.Whichismoreusefulskill,listeningorshowingyou’relistening?3.Whatarethewaysthearticlesaysyoucanshowyouarelistening?Guessmycards

(HowtoBeaGoodListener)1.Eachgroupwillgettwocards.Afteryougetthecards,youwillprepareonhowtotelltheclasswhatthecardsmean.2.Taketurns,eachgroupwillgotothefrontoftheclassroom,therestofgroupswillguesswhatisonthecardsbyaskingquestions.3.Thepresentinggroupshouldonlyanswer“YES”or“NO”.Assoonasanygroupguessoutthegeneralideasonyourcards.Thepresentinggroupwillsharewiththeclassyourunderstandingofthecard.4.Whichgroupcanguessoutthemostcards?Listening:Goodandbadlisteners1.Listentofourconversations.Ineachconversation,istheotherpersonagoodorbadlistener?Howdogoodlistenersshowtheyarelistening?Conversation1GOOD/BADConversation2GOOD/BADConversation3GOOD/BADConversation4GOOD/BADGood.Theperson