1. Oral Communication for Business Personnel
Prof. Miguel A. Arce Ramos
OFAD 487
PUCPR

2. Content Professor Course Content Index Cards Communication Strategies
Skills
Content

3. Who is your professor?

4. Professor Miguel A. Arce
MA. In Teaching English as a Second Language
DEPARTMENT OF EDUCATION
PUCPR
Taught every grade from K-12
ENGL 115– 360
ELED and SEED courses
1998
2002
2008
STARTED TEACHING
MA. IN TESL
ESL Language Labs at IAU, San Germán at age 18.
At IAU in San Germán

5. Index Cards

6. Index cards Name Year Major Tel. Number (easier place to text)
School
Personal
Illnesses or anything you feel I need to know
Index cards

7. Course Content

8. The Power of PowerPoint – http://thepopp.com
Course Content
You are expected to learn business vocabulary.
In addition, you will be able to conduct yourself as a business professional using the English language.
You will learn how to deal with positive and negative situations using English.
You will be presented with situations in English where the use of spontaneous language will be required.
The Power of PowerPoint –

9. The Power of PowerPoint – http://thepopp.com
Course Content
You will learn how to provide a proposal presentation using PPT and Prezi.
You will learn how to telephone etiquette, how to write an and how to give directions.
Leadership qualities will be provided to learn how to manage a group of people.
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10. Communication

11. The Power of PowerPoint – http://thepopp.com
What is communication?
The imparting or exchanging of information or news.
The successful conveying or sharing of ideas and feelings.
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12. Communication Strategies Used
In business, we primarily communicate by:
speaking
writing
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13. Communication Strategies Used
When speaking, we usually will talk in a formal tone.
The three ways we tend to speak are:
phone
video chat
face to face
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14. Communication Strategies Used
When writing, we will also speak in a formal tone.
The three ways we tend to writing is used:
text
chat
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15. Communication Strategies Used
In the business world we are either going to ask someone for something that we need.
We will also speak to order something that we need.
We will also speak to settle a conflict.
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16. Effective Communication
Your success at getting your point across can be the difference between sealing a deal and missing out on a potential opportunity.
It is of importance to understand the situation and circumstances when communicating, for this will facilitate the type of communication needed to handle a situation.
Effective communication can help to foster a good working relationship between you and your staff, which can in turn improve morale and efficiency.
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17. Key communication skills
Active Listening
Space
Eye contact
Assertiveness
Non-verbal communication
Body language
Points of view
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18. Key Communication Skills
Another important communication skill is to have personal awareness.
This will help you understand the importance of how others perceive you.
It also helps you understand the significance of having a positive attitude, body language and your personal appearance.
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19. The Seven C’s for Effective Business Communication
Conciseness
Confident
Complete
Correctness and Clarity
Conversational
Considerate
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20. Key Communication Skills
We interpret messages in the following way:
55% is based on body language
37% tone of their voice
8% words they say
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21. Key Communication Skills
Effective verbal communication will start by using positive language.
Using “I” statements.
Be assertive rather than aggressive.
Know how to use your tones effectively.
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22. Types of Questions to Used and Why
Summary confirmation
Open
Probing
Understand the other person’s needs.
Build rapport and receive input.
Understanding other person’s point of view.
Summary
Closed
Make sure you are understood.
Finding out facts and gathering specific information
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23. Never ask Destructive questions Multiple questions at once
Leading or manipulative questions
Multiple questions at once
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24. The Power of PowerPoint – http://thepopp.com
Situation
You have a customer who tells you that the medium steak that they ordered is cooked well and they tell the waiter.
The waiter gets the manager which is you, what would you do?
Tell the person in English exactly what you would tell him/her.
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25. Restaurant or Hotel Situation
STARS:
Sorry,
Thank you,
Act,
Recover
and Share.
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26. Restaurant or Hotel Situation
BLAST:
Believe,
Listen,
Apologize,
Solve
and Thank.
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