PURPOSIVE COMMUNICATION Behind

In front of
ELEMENT 1: Across from
Around the corner
Opening Statements On/Onto
At
- Starting a conversation with someone. Opposite
- Tells the listener the purpose of the interaction Towards
- Give directions on how to continue the conversation Under
- Mastering opening statements skills can leave with a great first Through Outside
impression.
Giving Advice:
Ways to Start a Conversation
- asking for recommendations and appropriate response
- Start with weather or sports. - Practice using the modal verbs should and ought in order to express that
- Compliment
an action is advisable.
- Talk about the venue
- Open an intellectual joke to sustain the discussion Modal Verbs
- Maintain innocuous observation related to intended topic or discussion
- Ask a question related to the intended topic. People participate in a e.g can, could, may, might, must, ought, shall, should, will, would.
conversation when asked about specific questions.
- Research interacting things to talk about. Use had better to give urgent advice
- Relax
- Avoid controversial subjects/gossip. Customer Complaints

Examples: Tips:

1. Are you busy? Do everything practical

2. How’s the weather today?
3. How are you? - ensure that customer does not have to repeat his/her story to the next
person
GIVING DIRECTIONS - when transferring a phone call, make every effort to fill in that member
about the particulars of the problem.
- An everyday occurrence in the hospitality industry. - Keep list of names and phone numbers
- Refer to the supervisor to calm hostile customers. (Make sure to inform
PREPOSITION
the supervisor about the problem.)
- word used to link nouns - try to give choices to the customer
- before referring, make sure you understand the situation. (Listen Well.)
- try to tell the person how long the wait will be, what to expect. If there’s
a procedure to be followed, explain it if necessary.
Preposition of the Place:
Three A’s To Remember: Drive Drove
Read Read
1. Apologize Do Did
2. Attempt to solve the problem
3. Alert your supervisor.
IMPORTANCE OF CLOSING REMARKS
1.3 PAST EVENTS
- If not done properly, it can be perceived as rude and hurtful.
We use the simple past when: - You want the other person to think the conversation was enjoyable.
- We’re talking about an event that happened at a particular time in the Reasons why someone may want to finish a conversation
past.
- We’re talking about something that continued for some time in the - They have to get back to what they were doing – working, running
past. errands
- We’re talking about something that happened several times in the past - If the conversation is starting to wind down
we use simple past. - If the person is not in a chatty mood, want to keep things short.
- if they want an exit strategy.
2 TYPES OF VERBS IN SIMPLE PAST TENSE:
END A MORE FORMAL CONVERSATION (AT WORK)
a. Regular Verbs
- Give a summary of the conversation or the new actions to take. This
- forms their past tense by gives the other person a signal that you would like to end the
conversation.
adding –ed.
“I should get back to work” is a good way to end a conversation with a co-
b. Irregular Verbs
worker that is not related to work.
List of common verbs:
“I don’t want to keep you.” Is a way to say that you respect the other
Base Form Simple Past Tense person’s time
Be Was/Were
Go Went
Come Came
Drink Drank
Give Gave
Buy Bought
Make Made ELEMENT 2:
Meet Met
Take Took 2.1 Confirmation Understanding
See Saw
Write Wrote Short Responses
 Ok. I understand - Just a second
- Sorry to interrupt
I understand you would like me to…
Asking for clarification helps you:
Body Language
- Limit your mistakes
Nodding - Improve efficiency at work.

Use hand gestures ELEMENT 3:

Follow the instructions MAKE SIMPLE REQUESTS

Asking for Clarification - Polite forms to make requests reflect in your overall presentation of
yourself.
You would like me to..?
Steps to deal with customers that don’t speak English:
Just to clarify…
1. Remain Calm
Right, so I should… first and then..? 2. Repeat the question slowly
3. Judge the customer’s comprehension by his/her response
Asking for repetition:
4. Use Body Gestures to get your message across
- If you can’t hear someone well, it is essential to ask them repeat 5. Ask them to wait
6. Alert your supervisor.
themselves.
For urgent requests:
Asking for Clarification helps you:
- I need is (direct)
- Limit mistakes
- I want (very direct, impolite)
- Improve Efficiency at work
Informal Requests
A big part to present yourself to guests or clients:
- Can you?
1. Use of language
- Will you?
When a person is polite:

They appear gracious, agreeable and pleasant

Polite way of requesting by a boss or manager
POLITE Requests:
- “We need”
- Would you mind..?
ELEMENT 4:
- Could I ask…?
- Sorry
Schedule/Timetable Finally
At last
- Basic time management tool Subsequently
- A list of times at which possible tasks, events / actions are intended to
take place

Process of creating a schedule:

Adverbs of Frequency
a. Deciding how to order these tasks
b. How to commit resources between the variety of possible tasks - Always
(Scheduling) - Usually
- Often
Scheduler - Sometimes
- Rarely
- Person responsible for making a particular schedule - Almost never
- Never
Sequence Markers
Make Suggestions
- Used to indicate order of the tasks to be performed.
- Why don’t we?
Examples: - It might be a good idea to…
First Ways to make suggestions:
Then - You must have language skills to express your ideas without being
offensive
After that
EFFECTIVE STAFF SUGGESTIONS SYSTEMS TO CHANGE
Next
COMPANY CULTURE
At the end
- Learn new ideas, efficient process, innovative products, valuable sevices
Finally and more effective ways to build a strong future

ORDER TIME 6 ideas to implement immediately:

First, second, third, etc Recently
in the beginning Previously 1. Respond immediately to suggestions
Before Afterwards 2. Respond to suggestions for all to see
Then When 3. Give prizes for the best suggestions-right away
After after 4. Establish categories for awards
5. Prizes deserves publicity
 6. Implement suggestions quickly

Key Learning point to learn how to change company culture

- Be infused with ideas

Action Steps to Learn how to change company culture:

- Attune your staff to a new way of thinking

- Develop a strategy that works in your company