TOPIC 1: NETWORKING AT

THE WORKPLACE
 LEARNING OUTCOMES
USE THE RIGHT EXPRESSIONS TO
INTRODUCE YOURSELF AT THE
WORKPLACE.
GREET, INTRODUCE AND INTERACT WITH
PEOPLE WHO VISIT YOUR ORGANISATION
IN AN APPROPRIATE MANNER.
IDENTIFY TOPICS SUITABLE FOR MAKING
SMALL TALK.
DESCRIBE YOUR COMPANY AND
PROFESSION TO EFFECTIVELY PROJECT A
POSITIVE IMAGE.
STARTING A CONVERSATION
Networking helps build good relationship
between one and his/her client. So, one should
look friendly, confident, sincere and helpful to
create a favourable first impression which
brings successful business dealings.
To introduce yourself - use of right words with
friendly smile and direct eye contact to create
good first impression.
To introduce others it is norm in business
communication to mention the other persons
name and his/her position.
 MAKING SMALL TALK
Small talk means chatting about things not
directly related to business matters.
No fixed rules about what one should say or not
say but should not offend any parties involved.
The objective is to discover shared interests
and gradually learn to feel comfortable with
each other.
Some common rules need to be observed
especially when conversing with older or senior
(in rank or position) people.
 GETTING DOWN TO BUSINESS
When meeting and interacting with people at
workplace, one may need to describe his/her
job or answer questions about his/her company.
Use the right words to talk about your job to
create a positive professional image of yourself
and your organisation.
Describe your company by telling what it offers,
the business structure (sole proprietorship,
partnership or corporation), logo (used to give a
sense of identity) and development plans for
future.
 TOPIC 2:
BASIC TELEPHONE
SKILLS
LEARNING OUTCOMES
Communicate effectively on the
telephone by answering business
calls and handling enquiries in a
positive and professional manner.
Give accurate information and leave
or take message by phone.
State the common dos and donts
when using the telephone at the
workplace.
 INTRODUCTION
Basic telephone skills are essential to
ensure smooth work flow.
Telephone is the companys first line of
contact with a client.
It is important to equip all staff and they
are trained in basic telephone etiquette to
create favourable impression right from
the first phone call.
 GETTING READY
Pre-call planning is necessary to avoid making
calls at a time when the recipient is not ready to
attend the call.
Some tips before making calls:
Plan calls-to suit work schedule and time zone.
Be clear of the purpose of making calls-prepare
notes-to avoid forgetting something important.
Anticipate questions from recipient.
Get ready pen, paper, calendar and relevant
documents if you need to check.
 RECEIVING CALLS
Many organisations train their staff to handle
phone calls effectively to avoid
miscommunication.
When making formal business call, make sure:
It is BRIEF-not waste recipients time.
It is CLEAR-explain background and purpose of
the call.
It is POLITE-recognise and accept other
persons views.
Some dos and donts of answering phone calls
(refer page 23 of module).
 TAKING MESSAGES
Effective message taking:
Use a pad or notebook to write details.
Record the date and time of message.
Write names with correct spelling ask the
caller if you are not sure of the spelling.
Ask the caller what he/she wants-a return call
or actions to be taken.
Offer assistance.
Follow up with appropriate action.
 LEAVING MESSAGES
5 simple and effective steps in leaving
messages:
Mention your name.
State time and reason for the call.
Make a request.
Leave your number.
End the call politely.
When dealing with difficult calls, one needs to
be firm, persistent and well-prepared.
TOPIC 3: DISCUSSIONS AND
MEETINGS
 LEARNING OUTCOMES
Use appropriate language to perform a variety of functions during
meetings and discussions, including expressing opinions,
expressing agreement and disagreement and making suggestions.
Describe effective ways of communicating thoughts and ideas to a
group of people.
Identify and explain the nuances in the English sound system.
 INRODUCTION
Various language forms and
functions are used during
meetings and discussions.
 MEETINGS
Meetings are held to enable people exchange information, discuss ideas and make
decisions.
All participants who attend meetings have to contribute actively to achieve the meetings
purposes.
A variety of language functions and relevant expressions are used but they differ
depending on the different stages of meetings.
At the start of meeting, expressions used to welcome colleagues or members of the
meeting.
As meeting progresses, agreement voiced out, points raised, suggestions made and
alternative point of views invited which need specific expressions.
 EXPRESSING OPINIONS AND AGREEMENT/DISAGREEMENT AND
MAKING/ASKING FOR SUGGESTIONS
Opinion can be expressed in forceful way, neutral way or tentative (with some hesitation
or reservation) way.
Every group member has the right to express agreement or disagreement during
meetings or discussions.
A discussion gains it momentum when each member respond positively or negatively and
when agreement is voiced out, the listener will know to which degree the point is agreed
to.
Sometimes, indirect expressions are used to show disagreement.
You may need to use different expressions while making suggestions.
 HONING LISTENING SKILLS
Helps to be aware of differences between
various terms and words.
Will also help to communicate your thoughts
and ideas effectively.
TOPIC 4: MAKING
PRESENTATIONS
 LEARNING OUTCOMES
Use appropriate techniques to structure the
content of a talk or presentation.
Explain the impact of factors such as audience
awareness, visual aids and non-verbal cues on
presentation.
Plan and present a short talk on given topic.
 PRESENTATION POINTERS
In presentations, how you project yourself is as important as
what you are presenting.
You need to ask yourself;
Why am I giving this presentation?
What do I hope to achieve?
How much does the audience already know about the
subject?
What are some of the visual aids I can use to make a point?
What are the needs and expectations of the audience?
How can I make my talk interesting?
 PLANNING
Proper planning is a crucial element in making
effective presentation.
You need to plan your talk before making
presentation by:
Structuring the subject matter (the arrangement
of ideas and facts).
Structuring the presentation (how you are going
to present the subject matter)
 HOW TO STRUCTURE THE SUBJECT
MATTER
Read, talk to others or brainstorm on the topic.
Sort out the information and arrange ideas in clear and
logical framework.
Several techniques that can be used to structure ideas:
Mind mapping
Outlining
Use of organisational patterns-chronological order, spatial
order, topical order, comparison-contrast order, cause-effect
order or problem solving order.
 THINGS TO CONSIDER WHEN
STRUCTURING PRESENTATION
Audience Awareness:
Important to showcase your expertise and to appear enthusiastic and
natural.
Effective Opening Lines:
Helps to create right impression and capture attention of audience.
Appropriate Visual aids:
Can make the talk more persuasive, interesting and professional.
Non-verbal communication:
Refers to posture, body movement and other cues to deliver effective
presentation.
 THE PRESENTATION PROPER
Be clear about the objectives of your presentation.
Structure the content in a simple logical manner.
Have a strong opening statement.
Use relevant examples to illustrate points.
Choose appropriate visuals to support the presentation.
Show enthusiasm.
Consider the audience and adapt according to their needs and
expectations.
Listen carefully to questions and ask for clarification if necessary.
Be polite.
THE END