2019 ENGLISH FOR ACADEMIC PURPOSE

AND HEALTH SCIENCE

By Erma Istiqomah., M.Hum

 1

MODUL
E1
PRESENTATION

Presentation is a talk giving information about something or a talk to a group in which

information about a new product, plan, etc. is presented (Cambridge dictionary). There are many
books and training courses on how to give presentations. But even without training you can give
a good presentation if you have a real passion for your subject matter, have information that is
genuinely interesting to your audience, speak clearly and use your voice to emphasize key points.

Part of presentation:

1. Introduction
2. The middle / Main part
3. Conclusion

INTRODUCTION OF PRESENTATION

Opening a presentation:
Welcoming the audience
Introducing yourself
Saying what your topic is
Explain why your topic is relevant for your audience
Outline the structure of your talk
What comes when? Say when you‟ll be dealing with each point / Sequencing
Let the audience know how you‟re organizing the presentation (timing, handouts, question)

Welcoming the audience

Good morning/afternoon, ladies and gentlemen

Hello/Hi everyone
First of all, let me thank you all for coming here today.
I‟m happy/delighted that so many of you could make it today.

Introducing yourself

Let me introduce myself. I am

For those of you who don‟t know me, my name‟s
As you probably know, I‟m the new HRD manager.
I‟m here in my function as the Head of Controlling.

Saying what your topic is

As you can see on the screen, our topic today is

Today‟s topic is
What I‟d like to present to you today is
The subject of my presentation is

Explain why your topic is relevant for your audience

My talk is particularly relevant to those of you/us who

My topic will be very important for you because
My objective is to

Outline the structure of your talk

I‟ve divided my presentation into three (main) parts.

In my presentation, I‟ll focus on three major issues.

What comes when? Say when you’ll be dealing with each point / Sequencing

Point one deals with , point two , point three

First I‟ll be looking at , second , and the third

Let the audience know how you’re organizing the presentation:

Timing
My presentation will take about 20 minutes.
It should take about 30 minutes to cover these issues.

Handouts
Does everybody have a handout/brochure/report? Please take one and pass them on.
I‟ll be handling out copies of the PowerPoint slides at the end of my talk.

Questions
There will be time for questions after my presentation
If you have any question, feel free to interrupt me at any time.
THE MIDDLE/MAIN PART OF PRESENTATION

The middle/Main part

Briefly state your topic again
Explain your objective(s)
Signal the beginning of each part
Talk about your topic
Signal the end of each part
Highlight the main points
Outline the main ideas in bullet-point form
Tell listeners you‟ve reached the end of the main part

Briefly state your topic again

In this part of my presentation, I‟d like to talk about

So, let me first give you a brief overview.

Explain your objective(s)

Our aim is to

Signal the beginning of each part

Now I‟d like to move on to

This leads directly to my next point.

Talk about your topic

In my talk I‟ll inform you about

Signal the end of each part

This brings me to the end of my first point.

So much for point two.

Highlight the main points

What‟s really important here is

I‟d like to stress/highlight/emphasize the following point(s)

Outline the main ideas in bullet-point form

Let me now summarize the main points

Tell listeners you’ve reached the end of the main part

That‟s all I wanted to say about

I think we have covered everything for today.

CONCLUSION OF PRESENTATION

Conclusion
Indicating the end of your talk
Summarizing points
Making recommendations/your final statements
Inviting questions

Indicating the end of your talk

Well, this brings me to the end of my presentation

OK. I think that‟s everything I wanted to say about

Summarizing points

In conclusion, I‟d like to

I‟d like to run through my main points again _

Making recommendations/your final statements

In my opinion, we should
We therefore recommend that

Inviting questions

Are there any question?

And now I‟ll be happy to answer any questions you may have.
 A. READING
Read the presentation below!
Good morning everyone and thanks for coming. I‟m very happy to be here. It‟s always a
pleasure to visit the Czech Republic. I have many good friends here.
Before I begin I‟d like to thank to the organizers for inviting me here today. In particular,
a big thanks to Tomas for all his hard work behind the scenes.
OK. My presentation this morning will take around 40 minutes. Please feel free to ask
questions during my presentation, and there will also be time for questions at the end.
I‟ve divided my talk into three parts. First I‟ll give you an overview of Smart Think
Consultancy. Then I‟ll look at the area that is, I think, of most interest to you- Business
Process Outsourcing. And finally I‟ll talk in a little more detail about some ideas for BPO
for your own company based on the initial research we have done.

And I‟d like to stress one very important point. We do deliver value to our clients. This
next slide lists some of the companies we have worked with. Next to each name is an
estimate of money saved as a result of our recommendations. The figures clearly show
that using the services of Smart Think make a direct impact on profitability and business
success.

OK. That‟s all I want to say about Smart Think. I‟d like to move on now to the subject of
Business Process Outsourcing. What exactly is Business Process Outsourcing? It is using
outside companies to handle your routine business activities – the ones that are not
central to your mission. It leaves you free to do what you do best: product development,
operations, sales and marketing. To give you an example of what I mean, let‟s look at
Human Resources Outsourcing.

Right. That brings me to the end of my presentation. Thank you very much for listening
and I hope you found it useful. Are there any questions?

B. LISTENING
Listen to the openings and complete the sentences!

Presentation 1
1. , let me thank you all for being here today
2. Let me myself. My name is
3. I‟m here today to our new semi-automatic shelving system.
4. My talk is relevant to those of you who for the
different parts we supply.

Presentation 2
5. I‟m so happy that so many of you could today at such sort
6. As you can see on the , our today is project documentation.
7. This is extremely for all of us who are directly in international
project management, right?

Presentation 3

8. I‟m that you all have very tight , so I appreciate you taking the
time to come here today.
9. As you know, my name is I‟m the new manager here at
Weston Ltd.
10. Today‟s topic will be very important for you as since your help to
evaluate and select candidates for training.

Listen to these excerpts from four different presentations. Write the number of the
presentation next to the topic!
Short-time work :
Insurance market :
Handbooks :
Transport regulation :

Listen and complete the sentences!

1. What today is to make some suggestions on how we can make our
handbooks more user-friendly.
2. The of my talk is to provide you with information on the
in the insurance market in the last few months.
3. What I this morning is to show you how we could reorganize our
working hours.
4. The is to bring you up to date with the latest changes which will be
introduced on January 1.
 Listen to the conclusion of a presentation and answer the question!
1. What was the brief?
2. What are the options?
3. What is the best solution?
4. What does the presenter recommend?

C. SPEAKING
Give a one minute introduction only to a talk on any topic you like!

D. WRITING
Make sentences from the words below
1. like whenever interrupt you
2. if questions have ask you please any
3. questions until save any the please end
4. you have I a for handout
5. points handout my the includes main the of talk
6. few may notes take to want you a
7. be will discussion there a later

E. GRAMMAR FOCUS
There are several ways you can tell the audience what you are going to say:

would like + infinitive

Today I’d like to tell you about our new plans

going to + infinitive
I’m going to talk to you today about new department

will + infinitive
After that, I’ll move on to my next point

will be + verb –ing

During the next hour we’ll be looking at the advantages of this system.

Complete sentences 1-8 with the correct form of the verb and a sentence ending from
below!

you on the proposed training project you up to date on SEKO‟s investment plans
you how the database works you an overview of our present market position
at business opportunities in Asia on our financial targets for the division
 by telling you about what Jane‟s group is working on about EU tax reform

1. give Today I‟d like to

2. show I‟ll be
3. talk During the next two hours we‟ll be
4. bring I‟d like to
5. report This afternoon I‟m going to
6. update Today I‟d like to
7. look This morning we‟ll be
8. begin Today I‟ll

F. LANGUAGE FOCUS

Expressions with as

As you all know,

As I‟ve already explained,
As I mentioned before/earlier,
As I pointed out in the first section,
As you can see
MODULE
2
AN EFFECTIVE PRESENTATION

1. READING
Recommendations for Giving Effective Presentation
The key to a successful oral presentation is to keep things simple. I try to stick to three
points. I give an overview of the points, present them to the audience, and summarize them at the
end.

My purpose or desired outcome, the type of audience, and the message dictate the
formality of the presentation, the kind of visuals, the number of anecdotes, and the jokes or
examples that I use. Most of my presentations are designed to sell, to explain, or to motivate.
When I plan the presentation, I think about the audience. Are they professionals or
nonprofessionals? Purchasers or sellers? Providers or users? Internal or external? My purpose
and the audience mix determine the tone and focus of the presentation.

When I make a presentation, I use the visuals as the outline. I will not use notes. I like to
select the kind of visual that not only best supports the message but also best fits the audience
and the physical location. PowerPoint, slides, overhead transparencies, and flip charts are the
four main kinds of visuals I use.

PowerPoint and slide presentations work well when I am selling a product or an idea to
large groups (15 people or more). In this format, I like to use examples and graphs and tables to
support my message in general way.

In small presentations, including one-on-ones and presentations where the audience is

part of the actual process, I like transparencies of flip charts. They allow me to be more informal.

I get very, very nervous when I speak in public. I handle my nervousness by just trying to
look as if, instead of talking to so many people, I‟m walking in and talking to a single person. I
don‟t like to speak behind lecterns, I like to get out and just be open and portray that openness:
“I‟m here to tell you a story.”

I try very hard for people to enjoy my presentations by showing enthusiasm on the
subject and by being sincere. I try not to use a hard sell – I just try to report or to explain – and I
think that comes across. In addition, it helps that I am speaking about something that I very
strongly believe in and something that I really, really enjoy doing.
Match the seven points below to the right paragraph, 1-7!

1. Choose visuals to support the presentation

2. Have a simple, clear structure
3. Show enthusiasm
4. Use PowerPoint
5. Making informal presentations
6. Consider the audience

Presentation tips
1. CleAR AND simple structure
Remember that your audience will benefit most from a very clear and logical structure.
Don‟t overload the audience and try to use simple language.
2. Your introduction*
Some experts say this is the most important part of your presentation. In the first few
minutes you can get your audience‟s attention, build rapport, and create a positive
impression.
3. Topic AND objective
Clearly say what the topic and objective (or purpose) of your talk is. Repeat the topic and
objective at some later time.
4. Signposting*
Let the audience know at all times what you want to do and how you want to do it. This
method is common in American business world.
5. RepeATing new inforMAtion
Always repeat new details. This helps your audience to remember them and ensures optimal
flow of information.
6. IntERACtion with the AUDience
Audiences expect direct interaction. So treat them as individuals; show them that you care
about their individual needs.
7. Presenter’s role
The presenter is often considered as important as his or her topic, and the presenter‟s role is
to make sure the presentation is interesting and entertaining. To achieve this goal presenters
often use their personalities more and tend to be more enthusiastic.
Dealing with nervousness
1. PrEPARe well
“Failing to prepare is preparing to fail.” Preparation is the key to successful presentation.
Nothing will relax you more than knowing exactly what you want to say and having
practiced to saying it. Make sure you practice your talk until you feel at home with it, then
you concentrate on other things.
2. LEARn to relAX
Doing stretching or breathing exercises before your talk can help you to reduce nervousness.
One example: before your presentation, sit comfortably with your back straight. Breath in
slowly, hold your breath for about five seconds, then slowly exhale. You can relax your
facial muscles by opening your eyes and mouth wide, then closing them tightly.
3. Check out the room
Make yourself familiar with the place where you will be speaking. Arrive early, walk around
the room, and make sure everything you need for your talk is there. Practice using any
equipment you plan to work with.
4. Know your AUDience
If possible, greet your audience as they arrive and chat with them. It will be easier to speak
to people who are not complete strangers.
5. ConcentrATe on the messAGE
Try to focus on the message and your audience, not on your own fears.
6. VISUALIZe success
Imagine yourself speaking to your audience in a loud and clear voice. Then visualize the
audience applauding loudly at the end of your talk as you smile.

*Getting the audience‟s attention by:

 A rhetorical question
 An interesting fact
 An anecdote
 A problem to think about

*Signposting phrases are used to help guide the audience through a presentation:

SIGNPOSTING
Saying what is coming
In this part of my presentation, I‟d like to tell you about
Moving on to the next point
 This leads directly to the next part of my talk.
Indicating the end of a section
This brings me to the end of my second point.
Referring back
As I mentioned before, _
Summarizing a point
Let me briefly summarize what I‟ve said so far.

B. WRITING

Write down other tips can you think of for dealing with nervousness!

Write down how you prepare your presentation!

C. SPEAKING

Speak out what you have already written!

D. LISTENING

Listen to the beginnings of four presentations. Which one starts with:

a. A rhetorical question
b. An interesting fact
c. An anecdote
d. A problem to think about

Listen again and complete the sentences.

1. , I was sitting in the waiting room at the dentist‟s the other day when I
something very interesting in one of the that was lying
there.
2. you worked in a small to medium-sized company and were
for making people in your company aware of health and safety issues. How would
you ?
3. that the number of possible ways of playing in the first four moves
per side in a game of chess is…?
4. So, let me start by . Why should we introduce a double quality check
here at Auto Spares & Parts …? Well, I‟m here today to
E. GRAMMAR FOCUS

PREPOSITION

Complete the sentences with the prepositions in the box!

About at for into of on to with

1. Thank you coming all this way.

2. I‟ve divided my presentation three parts.
3. First of all, I‟ll give you an overview our financial situation.
4. First, we‟ll be looking the company‟s sales in the last two quarters.
5. In the first part of my presentation I‟ll focus the current project status.
6. Point one deals APG‟s new regulations for internet use.
7. Secondly, I‟ll talk our investment in office technology.
8. After that I‟ll move on the next point.
MODUL
E3
VISUAL AIDS

The first rule of preparing effective visuals is that they should be clear and easy for the
audience to follow.

Tools used to present visual information: The content of visual aids:

 Whiteboard  Pie chart
 Flip chartProjector  Map
 Computer tools  Bar graph
 OHP  Table
 Diagram
 Picture
 Line graph
 Flow chart
 Plan

A. READING

Dinckel and Parnham (1985) say that “The great danger (in using visual aids) is that
presenters place the major emphasis on visual aids and relegate themselves to the minor role of
narrator or technician. You are central to the presentation. The visual aid needs you, your
interpretation, your explanation, your conviction and your justification.”

Visual aids can make information more memorable and they help the speaker. However,
they must literally support what the speaker says and not simply replace the spoken information.
It is also not enough to just read text from a visual aid.

There are many advantages to the correct use of visual aids. They can show information
which is not easily expressed in words or they can highlight information. They cause the
audience to employ another sense to receive information, they bring variety and therefore
increase the audience‟s attention. They save time and they clarify complex information.

Adapted from Bernice Hurst in The Handbook of Communication Skills

Having finished reading the text above, please find out:

a. Eight advantages of using visual aids

b. Three warnings about using visual aids

B. SPEAKING

Practice some expressions used to explain a visual and to highlight information

Explaining a visual:
Let‟s now look at the next slide which shows
First, let me quickly explain the graph.
You can see that different colours have been used to indicate
The key in the bottom left-hand corner shows you

Highlighting information:
I‟d like to start by drawing your attention to
What I‟d like to point out here is
I think you‟ll be surprised to see
I‟d like you to focus your attention on
Let‟s look more closely at

C. LISTENING

Listen to the three extracts from presentations and tick () the media used.

1 2 3
Flip chart
Whiteboard
PowerPoint slide

Now listen to the presentations again and complete the sentences.

Presentation 1

1. Take a look at _
2. They clearly how a combination of two significant external factors affected our
business in the first of this year.
 3. I‟ll just write some on the and then we will go on to discuss the next
point.

Presentation 2

4. OK. Let‟s now _ at our new magnetic ski rack Matterhorn which was launched
in August.
5. On the you will see an of the Matterhorn X-15.

Presentation 3

6. These are the for Europe for the three quarters of this year.
7. As you here, we‟ve had a very successful year.
8. To highlight our success even further, let‟s to the 2003 figures on the previous

9. Let me just to it.

Listen to excerpts from three presentations and say what visuals are used.

Presentation 1:

Presentation 2:

Presentation 3:

Now listen again and complete the sentences.

Presentation 1

1. The next shows the by age in our company.

2. You can see that the biggest (…) indicates the of employees in the
age group 30 to 50.

Presentation 2
3. Let‟s now at the sales figures over the past five years.
4. The key in the bottom corner shows you which colour which area.
5. OK, so I‟d like to first _ your attention to the sales figures for France – that‟s the
blue line here.
Presentation 3

6. Now I‟d like you to at this next which shows how the cost of living
developed in Europe between 2003 and 2007.
7. If you look at the on the , you will see that the highest increase was
in 2001 with a rise of 2 _

D. GRAMMAR FOCUS

Adverb + adjective construction

It would be completely wrong to change our strategy at this point.
We compared the two offers and found the first one totally unacceptable.
I think this fact is extremely important.

Complete the sentences with the correct adverb-adjective construction

Extremely dangerous absolutely safe incredibly cheap highly interesting

absolutely necessary surprisingly good completely useless

1. What we should remember is that this chemical process is

2. It‟s to improve the quality of our products if we want to win new
customers.
3. This is a point.
4. You will be pleased to hear that our turnover last month was
5. Unfortunately, we found that some of the test results are
6. I‟m pleased to say that the crash test shows that this system is
7. Right now this item only costs $1.50 – I think that‟s
MODULE 4

BODY LANGUAGE AND PRONUNCIATION

1. BODY LANGUAGE

When you are giving a presentation,

1. How should you stand?

a. Arms crossed on chest.
b. Straight but relaxed.
c. Knees unlocked.
2. What should you do with your hands?
a. Put hands on hips.
b. Put one hand in a pocket.
c. Keep hands by your side.
3. How can you emphasize something?
a. Point finger at the audience.
b. Move or lean forward to show that something is important.
c. Use a pointer to draw attention to important facts.
4. What should you do when you feel nervous?
a. Hold a pen or cards in your hands.
b. Walk back and forth.
c. Look at the flip chart or screen (not at the audience).
5. How should you keep eye contact with the audience?
a. Make eye contact with each individual often.
b. Choose some individuals and look at them as often as possible.
c. Spread attention around the audience.
6. How fast should you speak?
a. About 20% more slowly than normal.
b. Just as fast as in a normal conversation.
c. Faster than in a normal conversation
7. How should you express enthusiasm?
a. By raising voice level.
b. By waving arms.
c. By making hand or arm gestures for important points.
Look at the video of someone giving a talk. Are there any points where the speaker does the
following?

1. Raise or lowers his eyebrows Yes  No 

2. Nods or shakes his head Yes  No 
3. Uses his hands Yes  No 
4. Stands up straighter Yes  No 
5. Visibly takes a deep breath Yes  No 

When he/she did the things you have noted, do you think he/she was:

- about to say something important;

- trying to emphasize what he was saying;
- trying to attract attention;
- trying to involve people in what he was saying;
- trying to do something else (please specify).

2. PRONUNCIATION

Clarify clear extremely nerve

Focus on simple absolutely enthusiasm

Highlight for information although

Illustrate diagram relevant briefly

Indicate general role thus

Lead to enthusiastic preparation previous

Mention into interesting issue

Move on to topic strongly audience

Note directly successful with

Notice nervous however about

Pass on aim important therefore

Rise delighted nevertheless emphasize

Solve graph useful extremely

Summarize brief incredibly handout

Update objective despite while

Describe consequently across significant

Work with your partner in group to make a mini dictionary from vocabularies given. You
are supposed to add:

1. The part of speech

2. The pronunciation (phonetic symbols)
3. The meaning
4. An example sentence
MODULE 5

PRESENTATION PRACTICE

Topic:

Pharmacist duties

The CHArActeristics of A good pHARMACist

The drug container

The use of laboratory equipment

Pharmacist job description

A brief history of pharmacy

Carrier opportunities in pharmacy

Disease class

Assessment aspects:

1. Substance of presentation
2. Material comprehension
3. Visual aids
4. Language use:
Formality
Pronunciation
Diction
Grammar
5. Organization/Sequencing
6. Body language
7. Attitude
8. Ability of asking
9. Ability of answering
MODULE 6

JOB, CV AND APPLICATION LETTER

JOB

-er/-r -ian -ist -man/-woman

1. Music Musician
2. Art
3. Science
4. Journal
5. Politics
6. Manage
7. Interpret
8. Electric
9. Photograph
10. Police
11. Post
12. Reception

Match a job in A with a verb in B and a line in C

A B C

A farmer helps fires

A receptionist puts out legal advice
An architect repairs medicine for patients
A lawyer works guests
A soldier prescribes buildings
A firefighter Welcomes(rec on the land
A decorator fights for(soldier) the home and children
A mechanic Provides(A lawyer rooms in a house
A housewife designs cars
A shop assistant paints customers
A doctor looks after his/her country
CURRICULUM VITAE

A CV has to be personalized. The word “CV” is used in Europe, the word “resume” in the US.

The structure of CV:

1. Put a summary at the top which is quick and easy to read and Introduces the whole CV
2. Typical sections of the CV, in order, might be: personal data, professional
experience, skills, other interests, education, references
3. Within the professional experience and education sections use reverse date order
(most recent first)

Note:

A general description of the current job is followed by more details as bullet points. Previous
jobs would simply have the general description without further details.

In the body of your CV remember to focus on achievements (things you have done) rather than
personal qualities which cannot be proved (I am a team player, I work well under pressure, etc.)

For the skills section you can list technical skills, management skills, people skills, language
skills, etc. for the other interests section you can list a few things like sports or travel. For the
references section many people simply write: available upon request.

APPLICATION LETTER

When you apply for a job, your CV will often be accompanied by a cover letter. The structure
should be something like this:

1. Say what job you are applying for and where you saw the advertisement.
I am writing to apply for the position of advertised on the _
2. Introduce yourself, referring to your experience.
I have been working in the industry for five years and over this time have
gained wide experience in . I believe this makes me an ideal candidate for the
job.
3. Describe how this particular job is right for you. Refer to your CV. Use a few key
words from the advertisement.
As you can see from my CV, I have a strong technical background in
I perform well in a result-driven environment, and I am a good team player.
With my proven track record in financial control I feel that I could make a strong
contribution to strategy and planning at Alpha International.
4. Give your availability
 I am available for interview at any time, but my preference is for late afternoon due to my
current work commitments.

The outline of a formal letter

Name and
Your address

The date

The name and address

of who you are writing

The greeting

Introduction

Main parts

Concluding comment

The ending

Your signature
MODULE 7

INTRODUCTION TO CUSTOMER CARE

A. READING

Think about the most successful shopping sites on the internet. What do they have in
common? Whether you are booking a holiday, buying books and music or simply doing the
weekly shop, the best sites provide the highest levels of customer satisfaction. How do they do
it? Why is customer care such a priority?

For most shoppers, customer convenience is the most important factor. Up-to-date
technology means that when you return to a site you have visited before, they will remember
your name, your profile, and what you bought last time. They also track where you browsed and
what you thought about buying. They can also make some recommendations about other places,
titles, or products.

We demand customer-friendly navigation and the best sites provide it, continually raising
their levels of service. Convenient and efficient payment systems are also essential.

Sometimes, of course, things go wrong but this is when the sites are even better at dealing
with customers. You can call a helpline and talk to an agent, email your problem and get a reply
within twenty-four hours or even get assistance via an instant messaging conversation. The
people in charge of customer relations know that we want to shop, maybe purchase, and then
leave with a very positive impression of the site. A satisfied customer is a good customer. Good
customers remain loyal and recommend you to others.

According to the article, what makes an online shopping site successful?

1. Customer convenience
2. 3.
4. 5.

Find a word in the text that means the same as:

1. Profitable =
2. Something of the highest importance =
 3. Easy or helpful to use =
4. Fast and organized =
5. Absolutely necessary =
6. Help =
7. Faithful =
8. Suggest =

Use words from above to complete the sentences

a. Our customers‟ satisfaction is our top

b. If you need , please contact our call center.
c. Good communication skills are in any customer care job.
d. And you can pay by credit card, which is very when shopping online.
e. We can offer a quicker and more level of service with our new call center.
f. If you are happy with our products, please us to a friend.

Here are some comments taken from customer service questionnaires. Mark them positive
(P) or negative (N).

1. „Your sales staffs are impatient. They never wait for people to finish speaking and
are always in a hurry.‟
2. „The people working at your call center are always so polite and helpful and they
always take the time to answer all my questions.‟
3. „I wish your employees would be more attentive. They don‟t seem to listen to what I
say and don‟t care about me at all.‟
4. „The bank officer took care of my requests straight away. I didn‟t have to wait at all.‟
5. „When I arrived at your hotel, I was totally ignored by both the bellhop and
the receptionist.‟
6. „The clerk was really rude and pretended not to see me.‟
7. „The waiter was well informed about the menu and was prompt in bringing my food.‟

8. „Your service was more than I asked for. That really made me feel special.‟
Complete the table with opposites from exercise above

Positive Negative
To be attentive To ignore somebody
To take the time
polite
Uninformed
Too slow
patient
Unhelpful
ordinary

Now use words from the table to complete these sentences. Sometimes more than one
answer is possible.

a. Customers always expect you to be

b. If you are to customers, they will not do business with you again.
c. Being always makes a bad impression on customers or guests.
d. You should be about the services or products you provide.
e. A call center agent should never be _ on the phone and should always be

B. LANGUAGE FOCUS

Making suggestions
Why don‟t you _?
Don‟t/Wouldn‟t you agree that ?
Isn‟t it a better idea to ?
It makes a good/bad impression if they/you ?

Responding to suggestions
That‟s right/I agree
I see your point
I disagree because
I don‟t agree. I would
MODULE
8
FACE TO FACE WITH CUSTOMER

A. READING

Read this tip from an American customer care website.

What customers really notice

Your body language – the way you stand or sit, what you do with your arms and hands, whether
you are smiling or frowning, and so on – tells the real truth to your customers! Your words may
be able to hide that you‟re bored or uninterested, but your body can‟t. When meeting a customer,
make eye contact within 10 seconds. This creates a bond between you and the customer and it
shows your interest in real communication. If you don‟t make eye contact, the customer could
think that you aren‟t interested – or even worse, that you‟re ignoring them.

B. LISTENING

Listen to five greetings in typical customer care situations and decide where they take
place.

A trade fair
A bank
A shop
A company
A hotel

Now listen again and complete the sentences. Which sentences can be used when you:

a. Meet someone new

b. Met someone you already know
c. Offer help
d. Ask someone to do something
1. Good morning, Ms. Richard. ?
2. Well, if you need help, just
3. just fill in this from, please, Mr. Rodriguez?
4. Hello. I help you?
5. Nice to , Mr. Allen
Listen to this start and finish of a company visit and complete the sentences.
1
Frank : Good morning, you Peter Masters. I‟m Frank Wepler. Welcome to

IGS. Peter : Thank you. It‟s nice to finally meet you face to

face.
2
Frank : Yes, we‟ve talked so much on the phone, I feel I know you already. Peter, I‟d like to

you to Annie Thomas, our customer services manager. Annie, this is Peter Masters from
TopForm, in Bristol.

Peter : Nice to meet you, Ms. Thomas.

3
Annie : to meet you, too.

Frank : So, if you‟d just come this way

Annie : 4
your flight from Bristol?

Peter : It was fine. It even arrived a bit early.

Annie : and is this your first time in Brussels?

Peter : No, it‟s my third. I‟ve been here a couple of times as a tourist. I really like the city.

Frank : So, here we are. 5

your coat?

Peter : oh, that‟s very kind of you.

6
Frank : if to take a seat

Peter : Thank you

7
Frank : care for coffee or tea?

Peter : Tea would be nice, with two sugars.

///////////////////////////////////////////////////
8
Peter : So, here‟s my taxi. Well, for a good meeting. It was great to meet both of you.
9
Frank : The same for us. Thanks for . It was a very productive meeting. So, we‟ll be
in contact by email as usual.

Peter : Yes, of course. Bye.

10
Annie : Have a nice ! Bye.
Frank : So long for now.

Now add phrases from the dialogue to fit the categories below.

Greetings and Introductions:

Small talk questions

Offering hospitality

Saying goodbye

C. SPEAKING

Work with a partner to practice meeting a customer for the first time.

D. WRITING

Rewrite the following sentences to make them more polite and effective.

1. Who are you?

2. What are you looking for?
3. Ask me a question if you want.
4. Do you want a brochure?
5. I‟ll put your name on the mailing list, OK?
6. Give me your business card.
7. I‟ll contact you sometime soon.

E. GRAMMAR FOCUS
To tell the customer of your next action, use:
I‟ll + infinitive
I‟ll write you a quick email next week.
I‟ll send you the latest brochure tomorrow.
To ask if something is acceptable or not, use:
Would you mind if + the past simple
Do you mind + the present simple
May + infinitive
Would you mind if I phoned you on Monday?
Do you mi d if I ask you some questions about your company?
May I stop by your office next week?
MODULE 9

PRODUCT DEVELOPMENT

Research – the process of testing chemical compounds, with the goal of finding a substance
which has a beneficial effect on a targeted disease.
Development – the process of carrying forward scientific discoveries made during the research
process, with the goal of producing a marketable drug.

Analysis of disease analytical testing clinical trials dosage forms drug safety
discovery new chemical entities (NCEs)target identification

Research Development

A. READING

Read the information about MensamintTM.

MENSAMINTTM

MensamintTM is a new dosage form of MensadentTM (obtainable with physician‟s prescription

only). It uses the newly synthesized active substance mensigatitum (Latin origin: the mind
moves/animates).

The formulation for adult patients is in lozenge form (or as MensadentTM in chewing gum
formfor young patients), and the indication is to stimulate brain activity and thinking power.

Known side effects often include loss of sleep if taken in the late afternoon or evening.
Occasionally, an increase in blood pressure may occur. Rare instances of heart palpitations and
headaches have also been reported. It is not possible to overdose and mensagitatum is non-
additive.

Answer the following questions.

1. What kind of product is MensamintTM?

 2. What do patients have to do to obtain it?
3. What are the dosage forms of this product?
4. Are there any known side effects?

B. LISTENING

Listen and decide if the statements are true or false

1. The side-effects research for the product is not finished.

2. There are other dosage forms which work better than the patch form.
3. It will only take a few months to further develop the patch form
4. Cream, ointment, and suppository forms would also be possible for this product.
5. The company already has the technology to make tablets and pills.

C. WRITING

Put the words in the right order to make questions and answers about substance discovery.

Question 1 : formulation – kind – we – What – of – develop – could ?

Answer 1 : yet – know – on – We – we‟re – it – don‟t – but –

working Question 2 : about – forms – What – the – dosage ?

Answer 2 : answer – yet – don‟t – have – We – a – complete – to – question –

that Question 3 : NCE – this – is – What – toxicity – of – the ?

Answer 3 : about – give – the – four – can – We – weeks – you – answer – in

Question 4 : can – study – the – When – we – in-man – start – first ?

Answer 4 : six – year – and – a – half – we – from – need – to – months – will – a

Question 5 : are – What – effects – kinds – possible – of side ?

Answer 5 : to – still – tests – We – running – find – are – out

D. SPEAKING

Talk about a drug in research at your company. Mention the following points:

Development period dosage form study results toxicity

E. LANGUAGE FOCUS
Asking about drug discovery and development

Dosage:
What kind of formulation could we develop?
What about using other forms?
Are tablets, capsules, or drops possible?
What about the dosage for these forms?

Development:
What is the toxicity of this NCE?
What about the bioavailability of this NCE?
When can we start the first in-man study?
Do we have the technology to make patches?

Talking about time periods

We will need a bit more time to completely answer that question.
We are still running tests to find out what kinds of side effects are possible.
We can give you the answer in about four weeks.
It will take from about six months to a year and a half.
Not yet! But we‟re working on it.

Asking for and giving opinions

Asking for opinions
What do you think ….?
What‟s your opinion on …?
What‟s your view of …?

Giving opinions
I think/I feel …
In my opinion, …
From my point of view, …

Avoiding/Withholding opinions
I would rather not say …
I‟m sorry I cannot comment on …
I‟m afraid I am not in a position to answer that.
Giving strong opinions
I firmly believe …
I feel very strongly that …
I‟m sure/certain/convinced …

Match the dosage form on the left to its definition on the right.

1 aerosol A very small amount of liquid that forms a round shape.(drops)

2 drops A smooth, thick substance to rub on the skin for healing.
(ointment)
3 inhaler An oily liquid to rub on painful body parts to reduce pain.
(liniment)
4 liniment A medication on material or cloth placed on the skin(patch)
5 Ointment A small, round piece of medicine to be swallowed without
chewing.(Pill)
6 patch A container with a liquid that is administered in spray
form(aerosol)
7 pill A liquid in which another substance has been dissolved.(solution)
8 solution A solid medicine which melts slowly in the rectum or vagina.
(supositoria)
9 suppository A sweet, liquid medicine taken with a spoon or cup.(syrup)
10 syrup A small device with medicine to breathe in through the mouth.
(inhaler)
MODULE 10

QUALITY ASSURANCE AND AUDITING

A. LISTENING

Listen to a laboratory staff meeting which discusses preparations for an internal audit of
laboratory safety procedures. Are the statements true or false?

1. This is a planned audit

2. The auditors will be giving information to the lab technicians during the audit.
3. One of the lab technicians will be in London during the audit.
4. The laboratory staff will only be cleaning the laboratories to prepare for the audit.
5. The junior lab technicians will be cleaning the laboratories and checking the workstation
equipment lists.

B. SPEAKING

Practice asking and answering audit questions with a partner. Use the laboratory clothing
and equipment from the list below:

 Eye bath
 Gas mask
 Hairnet
 Laboratory coat
 Latex gloves
 Overshoes
 Safety glasses/goggles
 Safety gloves
 Bins for toxic substances

C. LANGUAGE FOCUS
INFORMING:
This … is to advise … that …
The … will be reviewed …
Our goal is to …
… department is scheduled for …
The … is as follows: …
Please make sure that …
Please send us …
Please confirm …

ASKING QUESTIONS DURING AN AUDIT

Talking to staff
What is your name?
What is your job?
What is your supervisor‟s name?
What is your supervisor‟s job?
Asking about processes and procedures
How have you been trained to perform this procedure?
How much time does it take to complete this part of the process?
What special procedures must be followed in a laboratory?
What special procedures must be followed for this process?

Asking about possible actions taken

How do you handle toxic waste in the lab?
How do you handle the transportation of animals in the lab?
How would you do if you got a toxic substance on your lab coat?
What would you do if you noticed non-compliance with safety procedures by a colleague?

SUGGESTING CORRECTIVE ACTION

Neutral
I suggest you put „No toxic waste‟ on the bin.
My suggestion is that we redo the equipment list.
My recommendation is to talk to the lab workers.
It might be possible to relocate the equipment.

Strong
The only solution is to rethink the process.
I strongly suggest that we try to prevent it in future.
I‟m convinced we must repeat the last tests.
It is absolutely essential to learn the safety rules.

DISCUSSING SOPS – PROCESS, PROCEDURES, DOCUMENTATION, TIMING

Requesting information
Please describe the procedure for the … process.
Would you please clarify how you … ?
Could you explain the procedure for the documentation of …?
Asking questions
What are the guidelines for … ?
How often do you have to … ?
What special procedures do you follow for … ?
How would you ensure good hygiene in the laboratory?

Formulating SOP guidelines

Proper protective clothing and safety equipment must be worn at all times.
Proper safety procedures must be carried out by laboratory staff.
Toxic or hazardous materials must be disposed of properly.
Note: SOPs often use the following structure: must or should be + verb