PURPOSIVE COMMUNICATION Preposition of the Place:

ELEMENT 1: Behind
In front of
Opening Statements Across from
- Starting a conversation with someone. Around the corner
- Tells the listener the purpose of the interaction On/Onto
- Give directions on how to continue the conversation At
- Mastering opening statements skills can leave with a great first Opposite
impression. Towards
Under
Ways to Start a Conversation Through Outside

- Start with weather or sports.

Giving Advice:
- Compliment
- Talk about the venue - asking for recommendations and appropriate response
- Open an intellectual joke to sustain the discussion - Practice using the modal verbs should and ought in order to express that
- Maintain innocuous observation related to intended topic or discussion an action is advisable.
- Ask a question related to the intended topic. People participate in a
conversation when asked about specific questions. Modal Verbs
- Research interacting things to talk about. e.g can, could, may, might, must, ought, shall, should, will, would.
- Relax
- Avoid controversial subjects/gossip. Use had better to give urgent advice

Examples: Customer Complaints

1. Are you busy? Tips:

2. How’s the weather today?
3. How are you? Do everything practical

- ensure that customer does not have to repeat his/her story to the next
GIVING DIRECTIONS
person
- An everyday occurrence in the hospitality industry. - when transferring a phone call, make every effort to fill in that member
about the particulars of the problem.
PREPOSITION - Keep list of names and phone numbers
- word used to link nouns - Refer to the supervisor to calm hostile customers. (Make sure to inform
the supervisor about the problem.)
- try to give choices to the customer
 - before referring, make sure you understand the situation. (Listen Well.) Make Made
- try to tell the person how long the wait will be, what to expect. If there’s Meet Met
a procedure to be followed, explain it if necessary. Take Took
See Saw
Three A’s To Remember: Write Wrote
Drive Drove
1. Apologize Read Read
2. Attempt to solve the problem Do Did
3. Alert your supervisor.

1.3 PAST EVENTS IMPORTANCE OF CLOSING REMARKS

We use the simple past when: - If not done properly, it can be perceived as rude and hurtful.
- 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
past. Reasons why someone may want to finish a conversation
- 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.
2 TYPES OF VERBS IN SIMPLE PAST TENSE: - if they want an exit strategy.

a. Regular Verbs END A MORE FORMAL CONVERSATION (AT WORK)

- forms their past tense by - Give a summary of the conversation or the new actions to take. This
gives the other person a signal that you would like to end the
adding –ed. conversation.
b. Irregular Verbs “I should get back to work” is a good way to end a conversation with a co-
List of common verbs: worker that is not related to work.

Base Form Simple Past Tense “I don’t want to keep you.” Is a way to say that you respect the other
Be Was/Were person’s time
Go Went
Come Came
Drink Drank
Give Gave
Buy Bought
ELEMENT 2: POLITE Requests:

2.1 Confirmation Understanding - Would you mind..?

- Could I ask…?
Short Responses - Sorry
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
Asking for repetition: 3. Judge the customer’s comprehension by his/her response
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
themselves. 6. Alert your supervisor.
Asking for Clarification helps you: For urgent requests:
- Limit mistakes - I need is (direct)
- Improve Efficiency at work - I want (very direct, impolite)
A big part to present yourself to guests or clients: Informal Requests
1. Use of language - Can you?
- Will you?
When a person is polite:

They appear gracious, agreeable and pleasant

Polite way of requesting by a boss or manager ORDER TIME
First, second, third, etc Recently
- “We need” in the beginning Previously
Before Afterwards
ELEMENT 4: Then When
After after
Schedule/Timetable
Finally
- Basic time management tool At last
- A list of times at which possible tasks, events / actions are intended to Subsequently
take place

Process of creating a schedule:

a. Deciding how to order these tasks Adverbs of Frequency

b. How to commit resources between the variety of possible tasks - Always
(Scheduling) - Usually
- Often
Scheduler
- Sometimes
- Person responsible for making a particular schedule - Rarely
- Almost never
Sequence Markers - Never
- Used to indicate order of the tasks to be performed. Make Suggestions
Examples: - Why don’t we?
First - It might be a good idea to…

Then Ways to make suggestions:

After that - You must have language skills to express your ideas without being
offensive
Next
EFFECTIVE STAFF SUGGESTIONS SYSTEMS TO CHANGE
At the end COMPANY CULTURE

Finally - Learn new ideas, efficient process, innovative products, valuable sevices
and more effective ways to build a strong future
6 ideas to implement immediately:

1. Respond immediately to suggestions

2. Respond to suggestions for all to see
3. Give prizes for the best suggestions-right away
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