1. Customer Complaints, Workplace Ethics, and Workplace Scenario Skits
Oral English: Week 13
Customer Complaints, Workplace Ethics, and Workplace Scenario Skits

2. Quote of the Day
“Character is doing the right thing when nobody's looking. There are too many people who think that the only thing that's right is to get by, and the only thing that's wrong is to get caught.” - J.C. Watts “Real integrity 气节 is doing the right thing, knowing that nobody's going to know whether you did it or not.” - Oprah Winfrey

3. Customer Complaints

4. Handling Complaints
If a customer complains, they are upset about something you have done or failed to do.
The customer needs you to…
Show your understanding and sympathy
LISTEN, LISTEN, LISTEN
Offer an apology
Offer an acceptable solution to the problem

5. Things they don’t want to hear…
Ma’am, calm down.
You’re being unreasonable.
I don’t see why that’s a problem.
I’m sorry, we can’t help you.

6. Hello, I have a complaint. This skirt has a tear in it.
Making a Complaint
Responding to a Complaint
Hello, I have a complaint.
This skirt has a tear in it.
I bought this radio a month ago and now it doesn’t work.
We have been waiting for a table for an hour.
You are the manager? Your staff is so rude!
I am so sorry to hear that. Can you tell me what the problem is?
Oh, I’m sorry. Would you like me to have it repaired or give you a discount?
I am sorry. What can I do to fix the problem for you?
I’m terribly sorry. We will seat you as soon as we can.
I apologize. You are certainly right. Their behavior was unacceptable. What can I do to make it up to you?

7. Your customer complained that…
She was kept waiting for ages
She was shouted at
He was overcharged
Your coworker was very rude
The camera you sold him doesn’t work

8. Other Polite Things to Say
Thank you for waiting.
Let me take care of that for you.
Is there anything else I can do for you?
Thank you for your business.

9. Workplace Ethics

10. Courageous 2 video clips What is the ethical problem?
What would you do if you were this man?

11. Courageous Discuss the following with your group:
What problem does this man face?
What would you do in his situation? Why?
What decision do you think he will make? Why?

12. Courageous Discuss with your group. Why did his decision take courage?
Would you have made the same decision if you were in his shoes?
Have you ever been tested this way?

13. Phrases for standing your ground…
I’m sorry. I cannot do what you have asked.
That is wrong./That is dishonest./That is unethical.
That would be dishonoring to…
My family Me

14. You stay late at work one day and catch some coworkers stealing supplies.  What would you do?

15. Workplace Scenario Skits
Final Class Assessment

16. What is a scenario? : a description of what could possibly happen
A possible scenario would be that we move to the city. 
The most likely scenario is that he goes back to school in the fall. 
The best-case scenario would be for us to finish the work by tomorrow. 
In the worst-case scenario, we would have to start the project all over again.

17. Workplace Scenario Skits
Groups of 2 or 3
Use the scenario you are given to create a skit (short drama)
Use the phrases you’ve learned in class.
Communicative Ability (5pts)
Pronunciation (3pts)
Effort/Participation (2pts)

18. Homework 1 hour English conversation
Used what you have learned in class about customer service and work ethics to act out several short skits with your conversation partner.

19. Negotiations

20. In the world of business, negotiating skills are used for a variety of reasons, such as to negotiate a salary or a promotion, to secure a sale, or to form a new partnership. Here are a few examples of different types of negotiations in the business world:
Manager and Clerk: Negotiating a promotion
Employer and Potential Employee: Negotiating job benefits
Business Partner A and B: Making decisions about investments
Company A and Company B: Negotiating a merger
Customer and Client: Making a Sale

21. The Art of Negotiating
Some techniques and skills that aid people in the negotiating process include:
Aiming high
Visualizing the end results
Treating one's opponent with respect and honesty
Preparing ahead of time
Exhibiting confidence