Lesson 1: Communication

1. In groups/ pairs, discuss and make notes about what the word communication means to you. Share your answers.

2. Look at the list below. Choose the three most important factors for being a good communicator: a) fluency in the language c) being good listener e) a sense of humour g) not being afraid of making mistakes b) an extensive vocabulary d) physical appearance f) accurate grammar h) good body language

What other factors are important for communication? 3. If you receive a call for a colleague whom you know is not in the office, what should you do? What information should you get from the caller? What information should you provide? Discuss. What phrases could you use to give and get this information? Heres some useful language to help you. MAKING CALLS Could I speak to please? This is from Im calling about Could you tell /him/her that I rang please? Could you ask him/ her to call me back please? RECEIVING CALLS May I ask whos calling? Whos calling please? Could you tell me Ill put you through/ Can you please hold? Can I take a message?

4. In pairs (back to back) use the following role-play to act out these telephone conversations. Student A: You receive a call from your colleague, Leo Wang. Leo is not in the office at the moment. Take the callers details and say that Leo will call them back. Student B: You want to apply for a job that has been advertised by Hi Fi Electronics. Call them and ask for Leo Wang.

5. Discuss the following questions: a) Which of the forms of written and spoken communication below do you use most: - in your own language - in English Emails, faxes, letters, memos, minutes, reports, conversations, interviews, meetings, negotiations, phone calls, presentations. b) Which do you feel you do best? Which do you like least? Why? c) Do you use any other form of communication at work? d) What kinds of problems can occur with some of the forms of communication above? Think about: - formality/ informality - jargon - standard ways of doing things - technology - tone of voice - visual gestures

6. Read the following questions and write down an appropriate response for the situations: a) A colleague is talking to someone. How do you ask to talk to him/ her alone about something serious? b) What do you say as you show someone into a meeting room? c) What do you say after someone has talked about something and you want to say more about it? d) You try to say a word, but am not sure if you are saying it correctly. What could you ask? e) Someone left you a message. What do you say when you call them back? f) You have to cancel an appointment. What do you say to the other person by phone? g) Someone sneezes in the office. What do you say? h) A tall person doesnt notice a low doorway. What do you say to him/her? i) What do you say when you dont hear what someone says? j) What do you say when you need to get past someone? 7. Write a short essay to explain what communication problems you encounter in your everyday work. Dont forget to check your spelling and look out for grammar mistakes.