Communicative

English (CE)

Week 1 Session 2
Business English I
 Warm-up
What do you think makes a someone an
effective communicator?

What makes someone an ineffective

communicator?

What advice would you give to a

colleague who had to communicate with
an upset client?
Advice for using Business English with Customers
 Be polite, direct and use simple language

 Use polite phrases such as:

 “you’re welcome”,
 “thank you”,
 “may I help you?”
 “have a nice day.”
 “excuse me”
Advice for generating greater business English fluency

Ensure you practice using Business English

Watch online videos
Attend Business English classes
Observe or study effective communicators
Build your confidence through experience
Reflect on past experiences and analyze what went
well and what didn’t go so well
Advice for using Business English with Customers
Ensure you understand the products and services
your company offers
Be able to describe them effectively in English, for
foreign customers
Speak more directly whilst being tactful and
friendly
Focus on balancing the relationship with the
customer and your end desired result (your goal)
Advice for using Business English with Customers
When we are nervous, we have the tendency to
speak faster. Focus on keeping the conversation
and your speaking rate at a normal pace.
Ensure you have listened carefully to the needs
of the foreign customer in discussions.
Show your interest in the conversation and
maintain good eye-contact with the customer
Advice for using Business English with Customers

 You’re not only making small talk, you’re

also satisfying the customer’s needs

 You need to be focused on communicating

decisively to make sales

 You will need to focus on problem solving,

which requires active listening
Effective Business English (video)
 Reflection + Class Discussion
Which of the tips do you think are the most
helpful? Why?

Is there any other advice you would give to

your classmates to communicate with
English speaking customers?

What do you think you need to do to speak

effectively with foreign customers in
English?
 Language to use for dealing with rude customers

 We’re very sorry if our product failed to

meet your expectation...
 I would like to personally apologize...
 I understand that you feel upset...
 We’re very sorry for any inconvenience.
 I can remedy (fix) the situation by...
 I am sure we can reach a solution.
Language to use for closing a deal with a customer
 Thank you so much for shopping with us.
 We hope you enjoyed shopping with us.
 We hope you’ll visit us again.
 Looking forward to seeing you again.
 Feel free to call us anytime if you have any
questions.
 If a friend/family member needs something
similar, we’d be happy to help.
 Class Discussion

What do you plan to do if you encounter a rude

customer while speaking English?

How will you speak with a customer in English to

close a business deal or make a sale?

Why do you think listening is important when

speaking with a customer in English?