unit1book4.ppt

1、,MARKET LEADER 4,Unit One Communication,1 Communication,Main Menu,1,Skills: Problem-solving on the phone,Starting up,Listening: Improving communications,Reading: Communication problems,Vocabulary: Good communicators,Case study: Creating a sense of identity,MARKET LEADER 4,1 Communication,Starting up

2、,MARKET LEADER 4,1 Communication,Starting up,MARKET LEADER 4,A. What makes a good communicator? Choose the three most important factors.,1 Communication,fluency in the language a sense of humour an extensive vocabulary grammatical accuracy being a good listener not being afraid of making mistakes ph

3、ysical appearance an awareness of body languages,B. What other factors are important for communication?,Starting up,MARKET LEADER 4,1 Communication,Starting up,MARKET LEADER 4,C. Discuss these questions.,1 Communication,Which of the forms of written and spoken communication below do you use most:,a)

4、 in your own language?,b) in English?,2. Which do you feel you do best? Which do you like least? 3. Do you use any other forms of communication? 4. What kinds of problem can occur with some of the forms of communication above? Think about: formality/informality technology jargon tone of voice standa

5、rd ways of doing things visual gestures,Starting up,MARKET LEADER 4,1 Communication,Vocabulary Good communicators,MARKET LEADER 4,1 Communication,A. Which words below apply to good communicators and which apply to bad communicators?,1 Communication,MARKET LEADER 4,Vocabulary : Good communicators,Exe

6、rcise,good communicator,bad communicator,articulate,coherent,eloquent,fluent,focused,hesitant,inhibited,lucid,persuasive,rambling,responsive,succinct,tongue-tied,sensitive,Add two adjectives of your own to the list.,1 Communication,MARKET LEADER 4,Vocabulary : Good communicators,hesitant,focused,B.

7、Which of the words have the following meanings?,1 concise,2 unable to speak,1 Communication,Vocabulary : Good communicators,MARKET LEADER 4,rambling,3 talking in a confused way,succinct,tongue-tied,inhabited,articulate,fluent,1 Communication,Vocabulary : Good communicators,MARKET LEADER 4,persuasive

8、,eloquent,lucid,coherent,5 clear and easy to understand,6 good at influencing people,4 able to express ideas well,sensitive,responsive,C. Use a prefix to form the opposites of these words from Exercise A.,MARKET LEADER 4,1 Communication,Vocabulary : Good communicators,articulate,coherent,focused,inh

9、ibited,in,in,un,un,D. Think of a good communicator you know. Explain why they are good at communicating.,MARKET LEADER 4,Vocabulary : Good communicators,1 Communication,Improving communications,Listening,MARKET LEADER 4,1 Communication,in-road: noun. direct and noticeable effects on sth. confidentia

10、lity: noun. a situation in which you trust someone not to tell secret or private information to anyone else: for (the) want of sth.: used to say that you do not have or cannot find what you need in a particular situation:,New words in listening materials,jargon: noun. words and expressions used in a

11、 particular profession or by a particular group of people, which are difficult for other people to understand - often used to show disapproval: rapport: noun. friendly agreement and understanding between people be breathing down sbs neck: informal, to pay very close attention to what someone is doin

12、g in a way that makes them feel nervous or annoyed: brief: verb. to give someone all the information about a situation that they will need,A. Listen to the interview with Penny Logier, Retail Director at the London-based communications agency MediaComTMB, and answer these questions.,1.1,Listening: I

13、mproving communications,MARKET LEADER 4,1 Communication,1. What two factors have improved communication between companies and their customers?,2. What does she say about e-mail?,New technology and the idea that communications, education and training are important.,E-mail means companies can talk to

14、clients more easily. This will go on improving as people become more sophisticated at sending e-mail attachments.,Listening: Improving communications,MARKET LEADER 4,1 Communication,3. What is an intranet? How has an intranet helped her company to communicate with the Volkswagen group?,An intranet i

15、s a confidential computer network where information is only accessible to people in specific organizations. VW employees can gain access to any work that her consultancy is doing for them in order to suggest changes, etc.,4. What can happen to client relations if communication is unclear?,Communicat

16、ion breakdown can lead to loss of clients.,Listening: Improving communications,MARKET LEADER 4,1 Communication,Communication is key. People have to _ what youre trying to tell them to do. They have to have a long-term _ in terms of their career_. You must make it clear, as a manger, what those _ are

17、. _ is more important than written. People can talk to you on a _ basis. You actually encourage _, then and you actually get a _ and a _ with the individual.,1.1,Listening: Improving communications,MARKET LEADER 4,1 Communication,B. Penny says it is not possible to be a good manger but a poor commun

18、icator. Complete this extract of what Penny then goes on to say.,understand,strategy,one-to-one,aims,Verbal,confidence,development,rapport,relationship,Reading,Communication problems,MARKET LEADER 4,1 Communication,Recent trends in business have been towards larger and larger organizations. This has

19、 many advantages but can also present challenges for effective communication within an organization.,Reading: Communication problems,MARKET LEADER 4,1 Communication,For what reasons can communication sometimes break down in larger organisations?,Discuss,Language points of the text,hierarchical （L.5）

20、,adj. if a system, organization etc is hierarchical, people or things are divided into levels of importance hierarchical structure/organization/system etc 1) What level in the hierarchical structure do you want to be at? 2) More often than not, leaders retain some hierarchical authority even if modi

21、fied.,chaos (L.6),noun. a situation in which everything is happening in a confused way and nothing is organized or arranged in order: The country was plunged into economic chaos. complete/utter/absolute etc chaos There was total chaos on the roads. The kitchen was in chaos.,quid pro quo (L.15),noun.

22、 sth. that you give or do in exchange for sth. else, especially when this arrangement is not official quid pro quo for Theres a quid pro quo for everything in politics - youll soon learn that.,reciprocal (L.21),adj. formal, a reciprocal arrangement or relationship is one in which two people or group

23、s do or give the same things to each other =mutual: He spoke of the necessity for a reciprocal relationship that would be useful for all sides. Such treaties provide reciprocal rights and obligations.,panacea (L.24),noun. sth. that people think will make everything better and solve all their problem

24、s = cure-all panacea for There is no panacea for the countrys economic problems.,verb. dispense with sth. to not use or do sth. that people usually use or do, because it is not necessary: Ann suggested that they dispense with speeches altogether at the wedding. dispense with somebodys services (=no

25、longer employ someone) Lets dispense with the formalities (=speak openly and directly), shall we?,dispense (L.48),inadvertently (L.53),adv. without realizing what you are doing = accidentally: Viruses can be spread inadvertently by email users. Robinsons name was inadvertently omitted from the list.

26、 inadvertentadjective: inadvertent exposure to chemicals inadvertencenoun uncountable,snippet (L.56),noun. a small piece of news, information, or conversation snippet of snippets of information The book includes historical snippets and essays from longtime Tucson residents.,Reading: Communication pr

27、oblems,MARKET LEADER 4,1 Communication,Reading: Communication problems,MARKET LEADER 4,1 Communication,B. Read the text and complete the chart that follows it.,Already have a free _,flow of information,Larger organizations,Need either a _ or a _ system.,Costs of above,One solution Divide larger orga

28、nizations into _.,In addition Avoid maintaining too formal a structure by allowing staff to: build _ interact in a _.,hierarchical structure,line management,smaller units,reciprocal alliances,casual way,Reading: Communication problems,MARKET LEADER 4,1 Communication,1. Information can only flow alon

29、g certain channels because only certain people contact each other regularly,2. Lack of personalized contacts means less personal commitment.,3. Favors will only be done where there is a clear quid pro quo (=where there is clear and immediate benefit to doing so).,4. Large organizations are less flex

30、ible.,1. Look at this key sentence from paragraph 4: And with that, they inadvertently destroyed the intimate social networks that empowered the whole organization.,a) What odes that refer to?,b) Who does they refer to?,C. Answer these questions about words and phrases from the article.,the decision

31、 not to have a coffee room,the architects who designed the new building,Reading: Communication problems,MARKET LEADER 4,1 Communication,2. In the same sentence, what do these words and phrased mean?,a) inadvertently destroyed,b) intimate social networks,destroyed without realizing it,small groups of

32、 people who know each other well,c) empowered,here it means “drove forward”. But usually it means “given the authority to do sth. without having to ask permission from managers each time”.,Reading: Communication problems,MARKET LEADER 4,1 Communication,3. Choose from the correct answer. In line 15,

33、quid pro quo means:,sth. that you give or do in exchange for sh. else,b) a situation that exists at a particular time without changes being made to it,c) money in pounds sterling that you give in return for a favor,Reading: Communication problems,MARKET LEADER 4,1 Communication,4. In line 24, panace

34、a means sth. that people think will mean:,make everything better,b) make everything worse,c) not change the information,5. Explain the meaning of purpose-built in line 39,designed and built with a particular use in mind,Reading: Communication problems,MARKET LEADER 4,1 Communication,D. In your own w

35、ords describe what happened to the effectiveness of the TV production unit.,E. The article mentions informal communication over lunch and around the photocopier. Can you give other examples of this kind of informal communication? What are the benefits of this?,Discuss,Reading: Communication problems

36、,MARKET LEADER 4,1 Communication,Discuss,F. What changes can you suggest to improve communication within your own organization or an organization you know well?,Reading: Communication problems,MARKET LEADER 4,1 Communication,Skills: Problem-solving on the phone,MARKET LEADER 4,1 Communication,Skills

37、: Problem-solving on the phone,What kinds of problems can arise between companies and their suppliers? For example, in delivery, payment, quality control?,MARKET LEADER 4,1 Communication,Possible problems,Delivery: late delivery, delivery to the wrong place, delivery of the wrong goods, damaged good

38、s Payment: late payment, payment sent to the wrong place , bouncing cheques, non-payment Quality control: goods not to agreed specifications, defective goods, breakdowns.,Skills: Problem-solving on the phone,MARKET LEADER 4,1 Communication,MARKET LEADER 4,1 Communication,Skills: Problem-solving on t

39、he phone,B. Listen to a telephone conversation between a customer and her supplier. What is the customers problem? What solution does the supplier offer?,1.2,There is a labour problem at the suppliers (Martin) plant, and they cant deliver the air conditioning equipment ordered by the customers (Elen

40、a) firm on time. Martin suggests that Elenas firm might be able to get similar equipment from a German suppliers.,1.2,C. Listen again and decide who says the following. Is it the supplier or customer?,a) Weve got a problem with those air conditioners.,b) Theres so much going on at the moment. It sli

41、pped my mind,c) Im sorry. I cant promise anything.,d) Surely you can give our order priority?,e) Well it just isnt good enough.,f) Hold on, there is a solution.,g) Can you give me a few details？,h) Shall I call you back in a few minutes time?,customer,supplier,customer,customer,customer,supplier,sup

42、plier,supplier,MARKET LEADER 4,1 Communication,Skills: Problem-solving on the phone,1.3,D. Now listen to a telephone conversation between a manager and her PA. What is the problem? How is it resolved?,Skills: Problem-solving on the phone,MARKET LEADER 4,1 Communication,The managers (Patricia) fight

43、has been delayed and she cant get back on time to chair an important meeting. Her PA (personal assistant) suggests that participants deal with the less important points first, by which time Patricia might be back. The PA suggests the meeting could be chaired by Rachel. Patricia agrees to the idea, a

44、nd says she will think of other possibilities in case Rachel cant do it.,1.3,E. Listen again, then discuss how well the participants handled the problem. Support your opinions with examples from the dialogue.,MARKET LEADER 4,1 Communication,Skills: Problem-solving on the phone,Skills: Problem-solvin

45、g on the phone,MARKET LEADER 4,1 Communication,Role play,F. Study the useful language box below. Then role play the telephone calls.,Useful language,Stating the problem I wonder if you can help me. Ive got a problem There seems to be a problem. We havent received Offering to help How can I help? Ill

46、 look into it right now and get back to you.,Skills: Problem-solving on the phone,MARKET LEADER 4,1 Communication,Apologising/showing understanding Im really sorry about that. I do apologise I understand how you feel. Making suggestions Perhaps we could Would it be possible to ? Requesting action Co

47、uld you look into the matter? Please can you check with,MARKET LEADER 4,1 Communication,Skills: Problem-solving on the phone,Situation 1A sales manager from Euro Financial Services (EFS) plans to leave for a sales trip to Poland tomorrow. However the tickets for the flight have only just arrived and

48、 the dates on the tickets are incorrect. He/she phones the representative of the travel agency, Sunset Travel, to complain.,MARKET LEADER 4,1 Communication,Skills: Problem-solving on the phone,The Sands department store in Riyadh, Saudi Arabia, has ordered a consignment of glasses from Hedvika Cryst

49、al, a supplier in the Czech Republic. The goods are required by an important businessman who, in a weeks time, is hosting a dinner to celebrate the 50th anniversary of his company. Unfortunately, because of stormy weather, most of the consignment was broken in transit. The Chief Buyer of the departm

50、ent store phones the supplier to discuss the problem and work out a solution.,MARKET LEADER 4,1 Communication,Skills: Problem-solving on the phone,Situation 2,Case study,Creating a sense of identity,MARKET LEADER 4,1 Communication,Questions for consideration,What is the background of the company? Wh

51、at is Aldo Renato complaining about in his letter? How did the new Global Communications Director respond to the complaint?,Case study: Creating a sense of identity,MARKET LEADER 4,1 Communication,KMB,Construction and engineering,Munich, Germany,Manufacturing subsidiaries and associated companies al

52、l over the world,Feels isolated and uninformed. At recent sales conference, other members of staff felt the same. Wants more information about new developments, e.g. the strategy behind a recent takeover.,Should share knowledge of best practice between the subsidiaries New Communications Director sh

53、ould improve communications so that all staff are informed of the groups strategy,Renatos complaint quite common Overseas staff do not have enough information about the developments within the group, acquisitions, etc. Need to improve communication system so as to strengthen sense of common purpose,

54、Case study: Creating a sense of identity,MARKET LEADER 4,1 Communication,MARKET LEADER 4,1 Communication,Case study: Creating a sense of identity,Task1,You are members of the working group which will discuss suggestions for improving KMBs communication system. 1. Brainstorm ideas of your own which y

55、ou could add to the draft agenda.,Choose the three best ideas and add them to the agenda.,Task 2,AGENDA (DRAFT),Suggestions for improving communications,i) Introduce an “employee of the month” scheme,ii) _,iii) _,iv) _,Case study: Creating a sense of identity,MARKET LEADER 4,1 Communication,Other possible ideas:,a system of mentoring, where m