1. ORAL ENGLISH: WEEK 13 ENGLISH FOR THE WORKPLACE Gender Roles Customer Service Handling Complaints Workplace Ethics

2. WARM-UP: GENDER ROLES IN JOBS In small groups, make a list of 5 jobs that you associate with women and 5 jobs you associate with men. What features of the job make you relate it to members of one sex? (i.e. Why is that a man’s job?)

3. ENGLISH FOR JOBS

4. CONGRATULATIONS! You got the job! Now what do you do??? What speaking skills do you need in the workplace?

5. CAN YOU… Politely interact with customers? Talk through workplace conflicts? Schedule and cancel appointments? Make a professional phone call?

6. CUSTOMER SERVICE

7. What is customer service?

8. When you are helping a customer, before, during, or after they make a purchase.

9. Most likely, you will have to provide someone with customer service at some point in your career. “Your customers are responsible for your company’s reason for existing.” ― Marilyn SuttleMarilyn Suttle That makes customer service skills of the utmost importance.

11. Talk with your partner about a recent experience when you were a customer. ( This could have been at a store, a restaurant, or even at an office in Sias) Was it a good experience or a bad experience? Why?

12. What makes good customer service and what makes bad customer service?

13. GOOD AND BAD CUSTOMER SERVICE Friendly Responsible Has a good attitude Patient Smiles at the customers Enthusiastic Respectful Focuses on the customer’s needs Ignores the customer Impolite or rude to the customer Has a bad attitude Lazy Inconsiderate Impatient Disrespectful GOOD CUSTOMER SERVICEBAD CUSTOMER SERVICE

14. USEFUL PHRASES IN ENGLISH Thank you for waiting. May I help you? (How can I help you?) Is there something special you’re looking for? I’m afraid we don’t have that right now, but we can order it for you. Let me take care of that for you. Is there anything else I can do for you? Thank you for your business. Thank you! I hope to see you again.

15. PRACTICE A: You work at a clothing store. B: You need a special outfit for a wedding.

16. PRACTICE B: You work in the SFL office at Sias. A: You would like information about how to take a business English test in Zhengzhou.

17. HANDLING COMPLAINTS If a customer complains, they are upset about something you have done or failed to do.

18. THINGS THEY DON’T WANT TO HEAR… Calm down. You’re being unreasonable. I don’t see why that’s a problem. I’m sorry, we can’t help you.

19. THE CUSTOMER NEEDS YOU TO…  Show your understanding and sympathy  LISTEN, LISTEN, LISTEN  Offer an apology  Offer an acceptable solution to the problem

20. CUSTOMER SERVICE VOCABULARY I have a complaint. I want a refund. Can I speak to your supervisor? This phone has a 6-month warranty. Do you have a receipt? Our company policy doesn’t allow refunds.

21. 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? MAKING A COMPLAINT RESPONDING TO A COMPLAINT

22. PRACTICE WITH YOUR PARTNER 1. You work at a clothing store. You sell a customer a shirt. Later…Your customer complains that something wrong with the shirt that he bought.

23. 2. You work at big Waka. You are a cashier. During…Your customer complains that he didn’t get the correct change back.

24. WORKPLACE ETHICS

25. QUOTE OF THE DAY “Real integrity 气节 is doing the right thing, knowing that nobody's going to know whether you did it or not.” - Oprah Winfrey What is a “person of integrity”? Why does integrity matter? - At school - In the workplace - In society

26. Have you ever purchased something that didn’t do what it was supposed to do? Have you ever had something stolen from you? Have you ever had someone lie to you to protect their own interest?

27. WHAT IS INTEGRITY 正直 ? Personal Character 人的善性 > Personal Gain 私欲 People > Things Service > Power Principle 原则 > Convenience Long View 远见 > Immediate 短识

28. HOW CAN I KNOW IF I HAVE INTEGRITY? How well do I treat people if I gain nothing? Am I transparent 坦率 with others? Do I act differently around different people? Do I put my personal goals ahead of other people? Are my moral standards the same in every situation or do they change with each circumstance?

29. COURAGEOUS 2 video clips What is the ethical problem? What would you do if you were Javier?

30. COURAGEOUS Discuss the following with your group:  What problem does Javier face?  What would you do in his situation? Why?  What decision do you think he will make? Why?

31. COURAGEOUS Discuss with your group. Would you have made the same decision if you were in his shoes? In what ways has your integrity been tested?

32. 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

33. ACT IT OUT WITH YOUR PARTNER You see your coworker stealing company supplies.

34. FEEDBACK: JOB FAIR

35. NEXT WEEK Telephone skills Making appointments

36. FINAL CLASS ASSESSMENT WORKPLACE SCENARIO SKITS

37. WHAT IS A SCENARIO? : a description of what could possibly happen in a situation 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.

38. WORKPLACE SCENARIO SKITS Groups of 2-5 Use the scenario you are given to create a skit (short drama) Use the phrases you’ve learned in class.

39. GRADING: Used functions Participated equally Spoke loud/clear 65%= None of these 70%= 1 of these 75%= 2 of these 80%= All of these 85%= All of these + Was outstanding

40. 1. A server dumps hot food down the front of a customer. The customer is extremely upset. Their clothes probably need special cleaning, they are a little scalded and extremely embarrassed. (Customer, server, and manager)

41. 2. The restaurant’s boss is observing all of the employees today to decide who to promote. A table of customers come and have many complaints. The waitress deals with the complaints and keeps her boss happy. (Boss, waitress, 2 Customers)

42. 3. Two friends work at competing companies. One day you see your best friend and her boss. The boss promises you a better job if you switch companies and tell her your company’s secrets. (2 friends and a boss)

43. 4. Two customers complain that the tour they’ve just taken was terrible. They accuse the tour guide company of false advertisement. They are demanding a complete refund. (2 customers, 1 tour guide)

44. 5. At the end of the semester a student is not happy with his grade. He brings his teacher a gift and asks the teacher to make his grade higher. (Teacher and student)

45. 6. Two employees work at a high-end store. One person has been stealing and tries to convince his friend to join in. However, the boss is actually working with the first employee to test the other’s honesty. (2 employees, 1 boss)

46. 7. Two employees at a store lie to a customer about the price of an item so they can get more money which they keep for themselves. Another worker sees it. In the end, the customer returns and is very angry. The boss finds out. (3 employees, 1 customer, 1 boss)

47. HOMEWORK Write me a letter. (1-2 pages) Please tell me: What did you enjoy most about this class? What is one thing you would change? Anything else you’d like to share with me. :)