ENM401 - SPEAKING EXAM (10-12 minutes/pair)

Topic 1: Make a conversation about how to become an effective business

communicator. You should include:
- What makes a bad communicator
- What skills (and knowledge) can make a good communicator, e.g. active
listening, questioning strategies, intercultural understandings, voice
qualities, etc.
- How to learn these skills

Along with our ability to think, communication skills have brought progress in the
world.

You'll be a bad communicator if you don't really care what other people say,
regardless of your interest in the topic. A problem occurs when you don't really listen,
sometimes missing information or idea. You feel confused with what you hear and
you don't ask questions to get a clear explanation. That leads to actions that are off-
target.

To be able to become a good communicator, you should be prepare yourself some

skills: be honesty, engaging, accessible, and active. Next, be gentle while using
appropriate body language and facial expressions, maintain eye contact, and show
empathy. Carefully use precise and clear language would get point from your partner.

Understanding what real communication is in order to use communication to

establish and modify relationships. Take time each day to become aware of your
opinions and feelings so that you can fully communicate them to others. Developing
advanced communication skills begins from simple, everyday interactions in different
environments. Try to make your speech, accent attractive through: eye contact, use of
gestures, listening skills, clear, precise, and coherent communication words.

All efforts will never be superfluous when you are determined to do it. And
communication will be the key e to open most doors in life.

Topic 2 Make a conversation about some of the advantages and drawbacks of

global advertising. You should include:
- What global advertising means. Give one example.
 - Some advantages may include: expanding markets and relationships,
extending the brand to the international market, and building fame for the
company.
- Some drawbacks may include: costs, control over the advertisements
overseas, and fake products produced overseas

Global advertising is a key tool in international marketing. It is a major instrument of

international support. Today, worldwide, several companies have great success using
global advertising, including Coca-Cola, Merrill Lynch, American Express.

(An example that many types of products require global advertising because a
successful advertising strategy is a decisive factor in achieving sales goals)

GA is an indispensable condition to be able to conduct business activities in foreign

markets. There are some advantages of it. First it helps expanding markets and
relationships, extending the brand to the international market. It allows companies to
bring products faster, which is becoming important as product life cycles become
shorter and competition increases. Second, it helps building reputation for the
company, the potential customers will be diverse, they use the product/service and
provide beneficial information to increase the popularity of the company.

Some drawbacks of global advertising may include: costs, control over the
advertisements overseas, and fake products produced. It also doesn't work well if your
brand messages don’t impact on a particular audience. Therefore, the possibility of the
company becoming a loss and the product will be forgotten in the market is very high.

This approach would be a highly contradictory trade-off. The company should

consider the necessary preparation and resources to come up with a reasonable
approach for the products/service.

(Global advertising and international advertising are two distinct geographical ad

strategies used by companies that conduct business globally. Global advertising is an
approach where the same general message is applied in all countries. International
advertising is a strategy where you tailor your ad messages to each country.)

Topic 3 Make a conversation about ways to build business relationships. You

should include
- what business you want to work in
 - the importance of relationships in business development
- the importance of cultural knowledge and business protocols
- what skills and knowledge may contribute to retaining and developing
business relationships
- from the discussion on the points above, suggest possible ways for
business people to build relationships

If you ask me what business I want to work in, I would say that it is corporation
business that's made up of multiple shareholders would suitable for my major.

I believe it is very important to establish and develop relationships in business. It

takes a dedicated amount of time and energy for a good, strong, lasting business
relationship today. But you can gain numerous benefits from it.

Cultural knowledge would help adapt approaches, thoughts and decisions to ensure
creating positive outcomes. Business protocol is defined as facilitating events for
different cultures to find common purpose, engage strategic, sensitive issues, and
create long-term relationships. Understand the importance of 2 definitions can
enhance us in terms of collaboration.

Without care and effort, relationships fade away. Therefore, we need skills and
knowledge to retain and develop business relationships. First, express your business
sincerity that you are truly committed to build a relationship with them, the
authenticity of connecting personality, beliefs and point of view can accelerate it.
Second, the next key is creating trust. Do the right thing, your relationships will grow
stronger. Focus on quality, not quantity. Not every contact has the potential to turn
into a relationship. You can’t invest in maintaining with every person you ever meet.
Be realistic, and don’t create unnecessary work for yourself.

These methods are crucial as you look beyond the benefits of those relationships. It is
a key point but not enough for your success.

Topic 4 Make a conversation about job satisfaction. You should include:

- what kind of job position you want to have
- responsibilities that you need to do with the job position
- perks/difficulties you can have with the job position and how it affects
your work
- what job satisfaction is
 - what factors contribute to job satisfaction

- Digital media manager is a job position which I want to have.

- I need to do produce photos, videos, logos, infographics, and other visual

content to tell a story about a company's brand, services, products, or
sales objectives with the job position.

- There are 3 main difficulties

First, it is difficult to measure communication effectiveness because there
are so many metrics that make it difficult to set clear goals for
campaigns,
Second, identify the target customer because the marketer has to go
through many stages,
Finally, keeping customers watching ads, users accessing too many
different types of ads, from there, the trend of "skipping ads" is
increasing.
- I will get job satisfaction when I get achieve to appeal to an audience,
grow sales and build a strong awareness of customers
- Factors contributing to job satisfaction are reasonable salaries and
attractive bonuses. It motivates me to work more

If you ask me what kind of job position I want to have, I would say that Sales Staff
with the main job of providing complete and appropriate solutions for customer.

To be ensure about this job position, there must be numerous responsibilities, include:
introduce, convince customers, maintain and develop a network of potential partners,
resolve problems and complaints, report to manager, competitor's activities.

The perks that everyone thinks a salesperson will have are high income, wide
relationships, diverse and dynamic work. However, at the same time, the difficulties
will be
increasing because you have to move around to sell goods, concurrently take part in
marketing and customer care. Not to mention the problem of the desired sales.
Pressure comes from many sides: superiors, KPIs, customers…

Job satisfaction of a Sales Staff is shown at the top 3 levels of Maslow's Hierachy:
Belongings, Esteem and Self-Actualization. Belongings level is expressed through
relationships with superiors, subordinates, customers and business partners. The
stronger the relationship, the wider the success will be. Next, Esteem and Self-
Actualization level is achieved when everyone respects and admires the work a
salesperson has demonstrated throughout the working process.

That will lead to factors in job satisfaction including: appreciation from boss and co-
workers can turn a regular day into a valued one, thereby enhancing the relationship
with Colleagues and Superiors. The recognition and respect from your talent, which
helps you a lot in terms of Attractive Fixed Salary. And you will be able to have Good
Work-Life Balance when you earn salary that fit your effort.

Topic 5 Make a conversation about sort of risks businesses may face. You should
include:
- financial risks
- environmental risks
- government policies
- risks related to human resources
- ways to mitigate the risks
- give examples to illustrate your points

- Financial risk refers to a business' ability to manage debt and fulfill

financial obligations. This type of risk typically arises due to instabilities,
losses in the financial market, or movements in stock prices, currencies,
interest rates, etc.

- Storms, floods, earthquakes, scarcity of resources are typical factors of

environmental threats in operating business. They reduce the ability to
produce and supply goods or services for customer. For example: Two
earthquakes struck Japan in succession in 2016.  As a result, Toyota shut
over 20 assembly lines and Honda had to close production as well due to
shortage of parts and damage to factories
 - The government can change the way businesses work and influence the
economy either by passing laws, or by changing its own spending or
taxes. For example:

 extra government spending or lower taxes can result in more demand in the

economy and lead to higher output and employment
 governments can pass legislation protecting consumers and workers or
restricting where businesses can build new premises
- Turnover is a common theme in almost every aspect of HR Risk
Management.  The causes originate from everything above.  The costs of
unhealthy employee turnover rates can be crippling for an organization.
Training & Competency failures typically result from a poor or missing
program that doesn’t set your employees up for success. Causes here are
usually apathy or unawareness of training deficiencies.  The results are
across the board from liability lawsuits brought by customers or outside
third-parties.
- To solve these risks, businesses need to search and collect information
about construction sites to avoid environmental risks. Invest time to
choose the right employees, enhance their expertise with quality training
sessions. Strictly manage assets and liabilities along with finding
measures to combat the great influence of government regulations

Business risk is a broad category. It applies to circumstance that has the potential to
prevent you from achieving your business objectives. There are some sorts of risk that
you may face:

Financial risks refers to your business' ability to manage debt and fulfil obligations. It
typically arises due to instabilities, losses or movements in stock prices, currencies,
interest rates.

Environmental Risk can have an environmentally-driven impact on the business

associated with the current use of a parcel of commercial real estate.

Government policies with the establishment of regulations that guide businesses.

Risks related to human resources including motivational and compensation policies.

Managing risks is a high priority so business need to be flexible to respond,

irrespective of size or industry, included: identify and measure the risks, decide the
level you are willing to accept, consider insurance, identify potential issues, diversify
income and salary sources, regularly reassess your risks.

To illustrate my point, I would give you an example of risk related to human

resources. I believe that Human problems are the most complicated one. A typical
issue is Training & Competency. Causes here are usually unawareness of training
deficiencies.

FPT Corporation has invested in training qualified and capable human resources to
meet the labor market needs. Managers have the responsibilities to recruit, train and
promote. They even develop the Human Resource Management subject to keep up
with the trend of the times.

Topic 6 Make a conversation about the roles of a team leader. You should
mention:
- methods of communication
- ways of problem-solving
- ways of sharing knowledge with team followers
- use of humor
- social behavior

- First, simplify and be direct. Say what you mean. Be direct. Don’t hide
behind complexity or pile on a ton of information. Direct communication
can be the most important type of communication. Second, Listen and
encourage input. Be okay with silence. Encourage the other person to
offer ideas and solutions before you give yours. Do 80% of the listening
and 20% of the talking. And showing interest in, and respect for, your
colleagues will help you build trust and make the emotional connection.

- Identify the Problem

- Evaluate the Problem
- Use Data to Back Up Your Solution
- Communicate to Your Team
- Develop and Test Solutions
 - Focus on relevant information for sharing, keep the information flow
transparent and easily accessible for all, try to stay updated with the
dynamic world of knowledge sharing platforms, apps

- When a leader uses humor in their leadership skills, it builds deeper

relationships, increases their personal likability, and improves their
team’s job satisfaction. Humor also minimizes status differences and can
defuse certain tensions, which also helps everyone enjoy their work
more.

- When the culture is one of openness and discussion, people will be much
more inclined to be social. One of the advantages of an open and friendly
environment is that it naturally fosters connections. Such environments
will create relationships between people, and the interconnection of those
relationships helps to form a strong, complete team. After all, building
bridges will be much more conducive to a team than building walls.

A team leader plays a role in managing a certain group, subgroup or project. The way
they perform duties and skills can have a substantial impact on the team’s productivity
and success.

First, a leader's methods of communication should be mentioned. A leader needs

strong communication skills to convey guidance to others. To create cohesion, they
need to help members understand why they should buy into the vision, and put forth
effort.

Second, problem-solving skills is a dispensable part of a leader. Employers want a

leader to see a problem as a challenge that can be overcome in a logical way. They
have to be practical, creative, flexible and can be relied upon.

Third, a team leader has the opportunity to implement a knowledge sharing strategy.
Improving the circulation of knowledge throughout the team will boost efficiency, and
encourage wide innovation.

(With the right encouragement and approach, you will enable every department to get
the information they need and to have a supportive platform for sharing fresh, new
ideas.)
Besides humor is a cognitive skill which make the members get closer and familiar.
They're using the same approach as professional comedians and members love a
leader who always laughs.

To lead effectively, a leader must be able to earn team’s trust through social behavior.
Great leaders gain respect by being forthright, taking responsibility for both the
success and missteps. A good leader show their behaviors through demonstrating
accountability, acknowledging

Topic 7 Make a conversation about the importance of customer care to a

company’s success. You should include:
- customer care is a way to meet customers’ expectations
- how customer care can affect the business
- ways to conduct effective customer care, e.g. understanding of their
habits, a diplomatic attitude, ways to retain customer loyalty, and
provision of high-quality customer service

- Each customer will have a different perception of what customer service

means to them. You should know the needs of the customer and how to
fulfill those needs.
- Many benefits of providing good customer service, including:
Customer satisfaction – happy customers will recommend the business to
others through word of mouth or social media reviews. This could
increase the market share of the business.
Customers are loyal and make repeat purchases – happy customers are
more likely to choose the same business the next time they need the same
product or service. This means the business will have customers with
brand loyalty.
 Customers are willing to pay more money for a product – if a business
has a good reputation, it is able to charge higher prices than businesses
with poor reputations. This is likely to make the business more profitable.
- Dangers of poor customer service
Poor customer service can be extremely damaging to a business. It is
likely to lead to dissatisfied customers who are unlikely to purchase
products or services from the business again.
It can also lead to the business gaining a poor reputation via word of
mouth or through reviews on social media or other websites. This is
harmful, as many potential customers will not make a purchase unless a
business has good reviews.

- The key to good customer service is building good relationships with

your customers. Thanking the customer and promoting a positive, helpful
and friendly environment will ensure they leave with a great impression.
A happy customer will return often and is likely to spend more.

To ensure you provide the best customer service:

 know what your customers consider to be good customer service

 take the time to find out customers' expectations
 follow up on both positive and negative feedback you receive
 ensure that you consider customer service in all aspects of your business
 continuously look for ways to improve the level of customer service you
deliver.

When building a successful business, everything screams for attention. And

customer care plays a crucial role that lead to more money, growth, and sustainability.

Customer care is a way to meet customers’ expectations. They will talk about your
product or service with future, potential customers. It helps improve reputation, leads
to higher growth, attracts investors, partnerships, and employees. Thereby,
competitors will be defeated by the way you treat your customers.
This is how customer care can affect the business. Due to customer service, they react
to a sensation, which leads to capturing attention, initiating an interpretation, then
branding retention. Thereby giving your business the actual feedback to potential
customers - an important factor in increasing sales

Customer service is all about setting boundaries on what customers can expect from
you in a timely manner, as well as incorporating their feedback before larger problems
arise. There are ways to conduct effective customer care: understanding of their
habits, a diplomatic attitude, responding to customer concerns builds trust and loyalty,
(prioritizing your existing customers over the acquisition of potential customers is a
great way to build long-term loyalty) and provision of high-quality customer service.