Page 114 - Compass Digital Catalog

Communicating in Business English 1-2

Second Edition 정가 SB: 17,000원

NEW

ESP
ESP
CEFR

대상: 대학 - 성인
Lessons: 42 (2 pages / lesson)
교재 부록:
Free App, Case Studies, Activity File
홈페이지 제공: Audio File, Transcripts

빠르게 변화하는 국제 비즈니스 상황에 맞는 의사소통 기술을 향상

Communicating in Business English, Second Edition은 빠르게 변화하는 국제 비즈니스 세계에 발맞춰 의사소통 능력을
향상시키고자 하는 영어 학습자들을 위한 두 권의 책 시리즈입니다.

◆ 가상 회의 및 계약 재협상을 포함한 주제를 다루는 새롭게 업데이트된 단원 구성
◆ 단원 주제에 대한 학생들의 배경지식을 활성화하기 위한 새로운 토론 중심의 몸풀기 문제 수록
◆ 배운 어휘, 문장 구조, 상황별 전략을 강화하기 위한 새로운 사례 연구와 의사소통 활동 포함
◆ 각 단원의 핵심 어휘 목록 수록
◆ 공통 비즈니스 언어 구조가 문맥상 어떻게 사용되는지 보여주는 샘플 구, 문장, 대화문 포함
◆ 효과적인 의사소통을 위한 비즈니스 팁과 전략 제공
◆ 추가 연습을 위한 상호작용 가능한 앱 기반의 연습문제 제공
◆ 발음 및 억양 연습을 위한 앱 기반의 음성 인식 기능 제공

01 What Makes a Good Call? What Makes a Good Call?
DIALOG
CHAPTER 01 Scan for Audio Learning WARM-UP Fill in the blanks. Listen and check. Track 1-01
connection positive result device
Are we prepared and ready to go for the conference call this afternoon with the new
Objectives
Linda:
make phone or video
Yes, we’re all ready.
calls at work?
• To learn vocabulary 1. How often do you Mark: customer from Mexico? in the conference room?
for business-related
Did you check the settings on the
Linda:
2. What basic information
English • To recognize 3. What are some things Mark: Yes, I checked it out. I did a test call to my friend over in HR just to make sure it’s working
calls
should you give on a
professional call?
well. Everything is set up over in conference room B, which has the best
the sequence of
in the office.
you should prepare
Linda:
professional calls
from this call. And this is a new
Great! Thank you. We need a good
before a work-related
for Calls • To learn formal & call? Mark: client, so let’s try to keep the discussion a bit more formal.
atmosphere.
OK. I’ll do my best to create a
informal language
related to calls at
Great. Make sure you also take short notes during the call.
Linda:
work
Mark: Right! We don’t want to forget anything after it’s finished.
Linda: Exactly. OK. I think we’re ready. Thank you for preparing everything.
Vocabulary Call Sequence — A Checklist
VOCABULARY
1 What Makes a Good Call? NOUNS Before the call
atmosphere Consider if being more formal or more informal is appropriate. Circle the word that does not belong in each group.
2 Making a Video Call connection Prepare what you want to say. 1. atmosphere climate environment style
device
Send an email or message before the call if necessary.
display 2. confirm suggest check verify
3 Getting Through information Have important information available. 3. greet welcome speak acknowledge
Check the connection, display, and settings on your device.
result
4 Opening a Call Beginning the call 4. brief short simple smart
VERBS 5. room display picture view
5 Messages confirm Identify yourself appropriately and clearly.
greet
Greet the other party and make some small talk (if culturally appropriate).
identify Give the reason(s) for the call. PRACTICE
6 Structuring a Call prepare During the call
7 Transferring Information ADJECTIVES Create a positive atmosphere. Choose the best word to complete each sentence.
appropriate Communicate your objective clearly. 1. Let’s have some small talk before we the reason for the call.
8 Communication Difficulties available Actively listen in order to make sure you understand. a. identify b. greet c. prepare d. create
brief
positive Take brief notes to refer back to after the call is finished. 2. Make sure you check to see what time the customer is to take your call.
9 Calling Back ADVERBS Ending the call Biz Tip a. brief b. positive c. appropriate d. available
Check to make sure the other side understands you.
10 Making Appointments actively appropriately Confirm the result of the call. Use formal language 3. During the call, please make sure you say “please,” “thank you,” and wait for
with people you
11 Complaints WARM-UP clearly culturally End politely and positively. interact with for the the other person to finish talking before you start to speak. d. positively
first time. Use informal
b. politely
c. clearly
Review your notes and add appropriate details if needed.
a. actively
language with people
12 Closing a Call 1. Which method do you most often use for discussions with business partners and politely positively you know well. 4. What a. device b. connecting c. atmosphere d. result
are you going to use to call our partner?

13 Calls in Different Cultures 2. What strategies do you use to make sure your calls are successful? More Formal How are you today? I am calling to discuss... Could you please repeat It has been a pleasure. 5. Do you think it’s more to be formal or informal during tomorrow’s discussion?
clients? (voice call, video call, instant message, etc.)
I am calling to discuss...
Could you please repeat It has been a pleasure.
How are you today?
More Formal
that?
that?
14 Business Tips for Calls 3. How do you approach calls with business partners and clients from different More Informal How’ How’s it going?s it going? I wanted to talk about... I didn’t catch that. Take care. a. positive b. appropriate c. available d. brief
More Informal
I wanted to talk about... I didn’t catch that.
Take care.
cultures?
6 Activity File page 100 7
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CASE STUDY CHAPTER 01: English for Calls 01 CHAPTER ACTIVITY FILE Scan for Audio Chapter 1 Lesson 3: Activity, pages 10–11
Preparation for Cultural Differences
CHAPTER 01 Chapter 1 Lesson 1: Activity, pages 6–7 Scenario:
Role-play a call between a caller who works for an advertising company and an executive assistant
who works at a company called KS Games. Work with a partner, choose a role, and use the
Part A Background Part C Compare and Contrast Scenario: language learned in the lesson to fill in the tables below.
You are the head of the business development division for a large corporation. You are working
with a junior colleague to prepare a conference call with an overseas business partner. Write an
Understand that there are several important cultural differences that will impact how successfully Try to find the answers to the questions below. Compare and contrast the culture of your chosen email with a checklist of tasks you want the junior colleague to prepare before the conference call. Role A: Executive Assistant Role B: Caller
you are able to communicate on a call. Being aware of the differences and similarities, and knowing country with the culture of your customers. Write your findings. Take the call and attempt to transfer the call. You work for an advertising company and you
how to prepare for them, can have a big impact on how productive your calls are. Don’t assume your Tip Look at the checklist on p. 6 for an example. Explain that the head of marketing at your want to speak to the head of the marketing team
clients, colleagues, partners, and others from overseas will know anything about your culture. Be How Call center staff: Time is seen as How is company is on vacation. at KS Games to help advertise their new game.
proactive and learn about their culture first in order to understand and effectively deal with cultural an unlimited resource.
differences and similarities. important is directness Greet and Good morning, KS Games. Greet and
punctuality? Customers: Time is seen as a viewed? Good morning. My name is...
scarce resource. identify My name is... identify
Part B Task
Imagine you work for a company that sells goods and services Is silence Are interruptions Ask about the Explain the
to customers in the US. Management has recently decided acceptable?
purpose
purpose
to offshore the customer service call center to cut costs. You acceptable?
have been tasked with choosing a suitable country for the Confirm Confirm
call center and planning a training program that will help the information and information
new customer service representatives communicate with your What level connect
customers effectively. of formality Other:
is best?
Work with a partner. Choose a country from the list and learn Apology / No Ask to leave
about its culture. Consider which cultural differences could connection message
lead to miscommunications, mistakes, and misunderstandings Part D Write Training Materials
between your customers and customer service representatives.
With a clear understanding of the business communication culture in the country that will host your
new customer service call center, and with an overview of the cultural similarities and differences Chapter 1 Lesson 4: Activity, pages 12–13
Choose a country from the list to offshore your call center to. between the customer service representatives and your customers, make a rough draft of the training Chapter 1 Lesson 2: Activity, pages 8–9
materials. Scenario:
the Philippines Spain Germany Mexico Lithuania Acceptable / Preferable Unacceptable / Discouraged Scenario: The head of sales is messaging a member of the accounting team to get information about changes
to the customer billing process. The sales team needs to know who will pay for domestic and
Communication Behavior Communication Behavior You work for the HR department at a company that is going to start to have employees work
India Canada Costa Rica Hungry Chile from home. Make a best practices guide for employees about how to use Zoom for work-related international shipping fees—the company or the customer. Complete the conversation below.
ork quickly. Apologize if something
Punctuality & time: takes time. Offer to call back if it discussions. Review the steps and use the language learned in the lesson to write the guide.
Poland China Malaysia Colombia Your choice: takes longer than 1 minute. Ask for information
Create an account Be sure to use a professional, secure email address: not a private one.
Ireland Romania Brazil France I ould like to kno more about...
Level of formality: Reply and send documents
Work with a partner. Do research about the business communication culture of the country you choose. Schedule the call
Preview the questions in Part C and write notes. Directness,
interruptions, & silence:
Notes: Share the call link Ask further questions
• They tend to think of time as an unlimited resource. Other:
Make the call Answer questions
Part E Role-Play Discussion
Work with a new partner. Compare and discuss the training materials you prepared in Part D . Assign Use the host tools
each person a role as either a customer service representative or a customer. Role-play a customer
complaint call following the directions in the training materials above.
Tip Review appropriate language for complaints on p. 26.
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