ENM401 – SPEAKING – ROLE PLAY

Question 1

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

The owner of a department store in Vietnam visits Bangkok to find a supplier of shoes. He/ She phones a Thai
contact recommended by a person s/he knows. The owner wants to find out if the Thai is interested in doing
business with his/ her company.

Student A (The owner of the store)

● Phone B and introduce yourself.

● Tell the purpose why you call.
● Tell why you know B.
● Tell a little about your business and the market for B’s products.
● If B is interested in doing business with you, ask a little about B’s company to see if they have enough
capability to become your supplier.

TASK 2: Discussion

Why are companies paying more attention to risk management? Mention significant risks that need to be
seriously dealt with?

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Question 1

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

The owner of a department store in Vietnam visits Bangkok to find a supplier of shoes. He/ She phones a Thai
contact recommended by a person s/he knows. The owner wants to find out if the Thai is interested in doing
business with his/ her company.

Student B (The Thai supplier)

● Answer the phone.

● Ask to know about A’s company and try to find if the market in A’s country is potential.
● Answer A’s questions.
● Arrange an appointment to meet A in person to discuss more.

TASK 2: Discussion
Why are companies paying more attention to risk management? Mention significant risks that need to be
seriously dealt with?

Question 2

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.
Student A: You are the creator of a range of handmade clothing. You have an appointment with a
business angel (student B) to get investment to develop your business.

You want to:

● get an investment of 200,000 euros to make more products and market them
● keep a shareholding of at least 60%
● keep control over recruiting senior managers

In return, you expect to:

● offer the angel 30% stake in the business

● offer the angel 10% share in the profits from future product
● give him/ her a seat on the board of directors but without voting rights

TASK 2: Discussion

What may be the advantages and disadvantages of fundraising from business angels? For a start-up
company, which source of raising finance is the most suitable?

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Question 2

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.
Student B: You are a business angel. You have an appointment with the creator of a range of
handmade clothing (student A) to find an opportunity to invest in his/ her business.

You want to:

● invest 150,000 euros

● provide him/ her with contacts with some retailers

In return, you expect to:

● have 45% stake in the business

● have 20% share in the profits from future product
● give advice on recruitment of senior managers
TASK 2: Discussion

What may be the advantages and disadvantages of fundraising from business angels? For a start-up
company, which source of raising finance is the most suitable?

Question 3

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A is the Director of the Human Resources Department of Saigon Metro Mart, a large chain of
supermarket in Vietnam. The board has announced to all employees that the company is undergoing
cost-cutting measures and some employees will be redundant. Majority of those who will be affected
are older employees.
Student B is the president of the labour union and you are against this decision since it is unfair for the
older employees.

Student A: You are scheduled to meet the President of the labour union to discuss this matter.

Here are the points you wish to discuss with the labour union president:

● The reasons why the company has to cut costs

● Those who should be made redundant and why
● The company's compensation for the redundant employees
● Then listen to B's suggestions and deal with him/ her

TASK 2: Discussion

1. Do you agree that in order for the companies to be more efficient in the future, hiring of younger
people should be considered?

2. Do you believe that older people are still capable of doing jobs like what most younger people do?
Give specific examples to support your claim.

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Question 3

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A is the Director of the Human Resources Department of Saigon Metro Mart, a large chain of
supermarket in Vietnam. The board has announced to all employees that the company is undergoing
cost-cutting measures and some employees will be redundant. Majority of those who will be affected
are older employees.
Student B is the president of the labour union and you are against this decision since it is unfair for the
older employees.

Student B: You are in the meeting with the Head of HR department. Listen to the head first. Express the
following points in your meeting:

● The reasons why the elderly shouldn't be redundant

● Offer alternative solutions to the problem that the company is facing.

TASK 2: Discussion

1. Do you agree that in order for the companies to be more efficient in the future, hiring of younger
people should be considered?

2. Do you believe that older people are still capable of doing jobs like what most younger people do?
Give specific examples to support your claim.

Question 4

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

STUDENT A

You are a salesperson for an electronics store at Diamond Plaza. Student B is a customer.
Approach him/her and try to give a good service. Your purpose is to:

● Please him/her
● Get to know exactly his/her needs
● Recommend an item that matches his/her needs
● Offer a related item to maximize the service
TASK 2: Discussion

As a customer, what bad behaviour from the salespeople irritates you the most? What do you think can
companies and customers do to solve this problem? Explain and give examples.

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Question 4

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

STUDENT B
You want to buy a new smart phone. You go to an electronics store in Diamond plaza. Student A is a
salesperson there.

● Your price range: not more than 10 million

● What you want in the phone: high-quality camera, not very big, silver color
● Respond to the salesperson's recommendations

TASK 2: Discussion

As a customer, what bad behaviour from the salespeople irritates you the most? What do you think companies
can do to solve this problem? Explain and give examples.
Question 5

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A wants a rise (an increase in salary), and would like some advice about how to get one. He/she
comes to student B and asks for advice.
Student B can give these ideas and any he/she can think of.

● Compares student A's salary with similar jobs in other companies

● Shows student A's boss how much money he has earned/saved for the company
● Always asks for 20% more if he/she wants an extra 10
In the conversation, techniques of showing sympathy, agreeing/disagreeing, summarizing should be
demonstrated.
STUDENT A - THE ONE WHO NEEDS ADVICE
● Greets and makes small talk
● Mentions the reason why you come to meet student B
● Gives examples and details relating to your case to student B's suggestion (ex.: student B suggests
comparing your salary with similar jobs in other companies --> gives example of what your salary is,
what salary similar jobs in other companies have)
● Says thank you, summarizes, and ends the conversation

TASK 2: Discussion
What do you think is the best way to motivate employees and why? Do you think inflicting fear on employees
is a good way to motivate them?
Question 5
TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A wants a rise (an increase in salary), and would like some advice about how to get one. He/she
comes to student B and asks for advice. Student B can give these ideas and any he/she can think of.

● Compares student A's salary with similar jobs in other companies

● Shows student A's boss how much money he has earned/saved the company
● Always asks for 20% more if he/she wants an extra 10

In the conversation, techniques of showing sympathy, agreeing/disagreeing, summarizing should be

demonstrated.

STUDENT B - THE ONE THAT GIVES ADVICE

● Greets and makes small talk
● Gives suggestions to your partner how to help him/her increase salary
● Responds and ends the conversation

TASK 2: Discussion
What do you think is the best way to motivate employees and why? Do you think inflicting fear on employees
is a good way to motivate them?
Question 6

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

STUDENT A - SALES MANAGER:

A French shoe manufacturer has produced a new range of women's leather boots. A German retailer is
considering placing an order of 250 pairs for a new design. The Sales Manager and Chief Buyer negotiate the
contract. In the negotiation, remember to signal, check understanding, or summarise.
Greets

● Gives a short introduction about your company

● Wants the retailer to agree to the following:
- Delivery time: 5 weeks after receiving the order
- Place of delivery: to the main warehouse of the retailers only
- Price: 340 dollars
- Colours: black and brown
- Payment: 30 days after delivery
- Discount: 3% for over 100 pairs
● Summarizes the points agreed and says goodbye

TASK 2: Discussion

How can companies build good business relationships? What can spoil relations between companies? Give
reasons and specific examples for your answer.
Question 6

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

STUDENT B - CHIEF BUYER:

A French shoe manufacturer has produced a new range of women's leather boots. A German retailer is
considering placing an order of 250 pairs for a new design. The Sales Manager and Chief Buyer negotiate the
contract. In the negotiation, remember to signal, check understanding, or summarise.

● Greets
● Says thank you for meeting with you and says the purpose of the meeting
● Wants the shoe manufacturer to agree to the following:
- Delivery time: 2 weeks after receiving the order
- Place of delivery: to 20 individual outlets around the country
- Price: 280 dollars
- Colours: black, brown and red
- Payment: 60 days after delivery
- Discount: 6% for over 200 pairs
● Responds to the summary and says goodbye

TASK 2: Discussion

How can companies build good business relationships? What can spoil relations between companies? Give
reasons and specific examples for your answer.
Question 7

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A has been moved to another department but s/he doesn't know the reasons why. The pay and
promotion opportunities in the new department are not good, so he/she asks to meet with the operating
manager to complain.

Techniques of showing sympathy, agreeing/disagreeing, asking for clarification, and summarizing should be
demonstrated.

STUDENT A - The employee who is moved to another department

● Greets and states the purpose of the meeting

● Explains your situation
● Asks the reasons why s/he has been moved
● Asks to be transferred to Sales Department
● Threatens to sue the company to an industrial court
● Agrees, summarizes and ends the conversation

TASK 2: Discussion

What are the causes of conflicts among colleagues? Give reasons and examples for your answers.

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Question 7

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

STUDENT B - THE OPERATING MANAGER

● Greets
● Listens to student A explaining of the situation
● Explains that is because the new department needs an experienced person like A.
● Asks what student A suggests for his/her situation
● Refuses student A's suggestion
● Rethinks and offers another solution (ex.: working offshore as a Sales Manager in Thailand)
● Ends the conversation
TASK 2: Discussion

What are the causes of conflicts among colleagues? Give reasons and examples for your answers.

Question 8

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A: You are an official at the lost luggage department of an airport. Student B is a passenger who has
lost his/ her luggage. Do as follows:

● Ask student B’s name, contact details, and the flight number.
● Apologize and say the luggage has probably gone to Sydney, Australia.
● Ask for a description of the luggage.
● Say you will make a contact with him/her asap, and apologize again.

TASK 2: Discussion

What makes a good communicator? Give reasons and specific examples to clarify your answers.

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Question 8

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

STUDENT B: You have just arrived on flight BA 1676 from Hongkong. You have lost all your business
suitcases. You are going to stay at Sheraton Hotel (tel: 001678.321). Student A is an official at the lost
luggage office. Do the following things:

● explain the situation

● give your name, contact details, and your flight number
● describe your luggage
● give any details required
TASK 2: Discussion

What makes a good communicator? Give reasons and specific examples to clarify your answers.

Question 9

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A: You are a sales manager of a company which is specialized in manufacturing sports goods. You
want to find a distributor for your products. You are at a conference. You and student B think that you met
together at a trade fair last year. You want student B to be your distributor.

● Ask student B’s name

● Answer, ask if you met student B last year
● Introduce your business ask his business
● Show interest and say you want to find a distributor
● Answer and talk about products in details
● Ask for contact info.
● Give contact info. Say thanks

TASK 2: Discussion

What kinds of problems do companies face when they go international? What solutions should you
recommend for each mentioned problem? Give reasons and specific examples to clarify your answers.

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Question 9

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student B: You have the wholesale business of sports goods. You want to become the distributor for student
A. You are at a conference. You think that you met together at a trade fair last year. You want to become the
distributor of student A.

● answer, ask student A’s name

● answer, and ask how is his business?
● say something about your business
● ask about his products (price range, product details)
● accept to become his distributor.
● give contact information. Ask his contact information.
 ● Say thanks

TASK 2: Discussion

What kinds of problems do companies face when they go international? What solutions should you
recommend for each mentioned problem? Give reasons and specific examples to clarify your answers.

Question 10

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

You are managers in a mobile phone company, Optus Ltd., based in Canberra, Australia. The company wishes
to send two executives to set up a branch office overseas. However, the location chosen is politically very
unstable and there has been some terrorist activity in the area recently. Hold a meeting to decide:
a. whether to send the two executives to the area
b. how to reduce the risks to which they will be exposed

Student A:
- Greetings
- Starts the meeting and states the purpose
- Agrees with the idea of sending two business executives due to high profit
- Persuades on grounds of the company poor sales
- Suggests one or more ways of protecting the two business executives
- Agrees or disagrees with student B's suggestions of safety protection
- Summarizes and ends the meeting

TASK 2 - Discussion
What factors should you consider when applying for a company? Give reasons and specific examples to
clarify your answers.

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Question 10

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

You are managers in a mobile phone company, Optus Ltd., based in Canberra, Australia. The company wishes
to send two executives to set up a branch office overseas. However, the location chosen is politically very
unstable and there has been some terrorist activity in the area recently. Hold a meeting to decide:
a. whether to send the two executives to the area
b. how to reduce the risks to which they will be exposed

Student B:
- Greetings
- Responds to student A's stating of the purpose
- Disagrees with the idea of sending two business executive due to high risk to lives
- Gives in to student A's persuasions and mentions safety issues for the two business executives
- Agrees or disagrees with student A and suggests one or more ways of safety protection
- Says goodbye

TASK 2 - Discussion
What factors should you consider when applying for a company? Give reasons and specific examples to
clarify your answers.

Question 11

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A:
You work for the Customer Service Department of CharmCharm Cosmetics Company. This has always
been a prestigious company. However, last week, a customer bought a tube of facial lotion from your
company and her face broke out in a rash. Besides, the facial skin itched. Therefore, she is going to your
company to complain.
As an officer of the Customer Service Department, you are going to meet this customer to solve the
problem and try to persuade her not to take legal actions against the company.

● Listen to her problems

● Apologise and show empathy
● Explain
● Give suggestions to solve the problems
● Promise to compensate

TASK 2: Discussion

Why is customer service important?

What should a customer service officer need to do when dealing with customers’ complaints?
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Question 11

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student B:
You often buy the cosmetics products of CharmCharm Cosmetics Company because you believe in its
prestige. However, last week, you bought a tube of facial lotion from that company and your face
broke out in a rash. Besides, the facial skin itched. Therefore, you called the company immediately to
complain about the matter and asked for the explanation. And you were arranged to meet an officer
from Customer Service Department of this company to solve the problem.

● Tell him/her the problems you got with their product and complain
● Ask for compensation
● Threaten them that you will take legal actions against them if they don't have solutions.
● Listen to their explanations and solutions and decide whether you would accept those.

TASK 2: Discussion

Why is customer service important?

What should a customer service officer need to do when dealing with customers’ complaints?

Question 12

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student A - A friend recommends you to call student B for advice on franchising contracts.
- Introduces yourself and says who recommends you to student B
- Asks if it's Okie to call student B, and if student B has time for a talk
- States the purpose of your call and why
- Shows enthusiasm and asks for that person's phone number
- Asks if you can mention student B's name when you phone the person recommended by student B
- Says thank you and ends the conversation

TASK 2 - Discussion
What factors should a company consider before entering a foreign market? Give reasons and specific
examples to support your answers.

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Question 12

TASK 1: Role Play: MAKE SURE THAT STUDENT A AND B CANNOT SEE EACH OTHER'S
TASKS.

Student B - A strange person calls you to ask for advice about franchising contracts
- Shows that you understand the situation
- Says you're not busy and offers help
- Says you can help a little, and recommends an expert who is a friend of yours
- Tells student A to wait so that you can find information. Emphasizes that the expert will be happy to help.
- Accepts and says why
- Ends the conversation suitably
TASK 2 - Discussion
What factors should a company consider before entering a foreign market? Give reasons and specific
examples to support your answers.