module 8 training zdnf college english teaching center bec business topic training business skills...
TRANSCRIPT
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Module 8 Training
ZDNF College English Teaching Center BEC
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Contents
Warming up—ways of training
Listening: assessing training needs Listening: assessing training needs
Reading Reading
8.1 Training
Writing Writing
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The Main Tasks of HR Department
Recruit New employees
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…?
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Ways of Training
Face-to –face training
Online training
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Braining storming
Advantages
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Face-to –face training
Online training
2 minutes to discussAnd then speak out your opinion
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p76 Reading find the proper courses
1. Be responsible for 10 people and
hard to get the best of them
2. I prefer working on my own, I get
so much more done.
3. The departments
never seem to know what the other is doing
4. Why don’t my staff do what I
ask them?
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If the staff are not satisfied with the course, and report to you the following questions
1st day--- the trainer was late for 30 minutes
A delay due to the room change
Discover solutions rather than tell the trainees what to do
What to do next ?
Write to the training center Complain the problem
How to write a letter of complaints.
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Supplementary: Dealing with complaints
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Reasons to complain
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What is in a letter of complaint ?
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ACTION
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State the facts 陈述事实
• Last month, we ordered two dozen copies of
Write for
Modern Business from you
• The above shipment of components was
delivered today, and was checked on delivery.
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Make a complaint提起投诉The reason you make a complaint // the inconvenience caused
1. On checking the camera I discovered that it did
not function. 经检查发现我的相机似乎不能用
2. You assured us that you could deliver the
curtains within one week, yet this has not
happened. 贵方保证窗帘一周内定能送到,然而至今我们仍未收到。
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Make a complaint提起投诉
1. Although you delivered ten dozen ABC tin
openers, you have asked us to pay for
twelve dozen. 贵方运到的是十打开罐器,但是却要求我方付十二打的货款。
2. Your slowness is causing a great deal of
inconvenience.
由于贵方办事拖拉,给我方带来极大不便。
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Solution to the problem提出解决方案
We /I should be obliged if you would replace the goods you delivered with the correct ones. 贵方若能更换发错的货物,我们 / 本人将不胜感激。
We should appreciate your looking into this matter and arranging for delivery within the next three days. 谨希望贵方能对此进行调查,三天之内安排发货,我们将不胜感激。
ZDNF College English Teaching Center BEC
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Speak out your intention(表明立场 )Further delays in delivery will/may/might/could
result in our cancelling our order. 如果贵方再次延误交货,我们将可能取消订单。
If you can not refund all the money we have
paid, we shall have no choice but to seek
legal advice in the matter. 如果我方已付款项不能全额退还,我们别无选择,只能向律师征询法律意见。
ZDNF College English Teaching Center BEC
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A letter of complaint
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Homework (a team work)
P 83 Write a letter of complaint according to the situation given in Ex. 6
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8.2 showing you’re listening
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How to be a good listener
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Contents
Reading--- The importance of listening
Listening: Good and bad listeners Listening: Good and bad listeners
Speaking Speaking
Writing--- Responding to a letter of compliant Writing--- Responding to a letter of compliant
8.2 showing you’re listening
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Reading: the importance of listening
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Listening : Good and bad listeners
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Listening: Good and bad listeners
Conversation 1
Conversation 2
Conversation 3
Conversation 4
Ask questions & using
encouraging words “really”
Interrupts and give opinion
directly
Says what to do without finding out what other
person feels
Checks and shows
understanding
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Showing you are listening
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Speaking: showing you are listening Find a partner, talk about the following topics for
one minute. The other person uses the phrases to show they are listening.
a.Describe what you did after class last night
b. Explain a difficulty or problem you are facing
c. How to choose training courses, online training or face-to-face training
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Writing—Responding to a letter of complaintReview a letter of complaint
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ACTION
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A letter of complain
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P 83 Listening --- What happened next?
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Writing—Responding to a letter of complaint
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Review- a letter of complaint
Following my recent experience of your hotel, I have decide to send you some feedback in the hope that you can improve your service.
---arrive at receptionist at 6 pm, there’s no my booking record
---meeting room was double-booked, my clients waited 45 minutes
----while I agree with the sentiment of this policy, I don’t think that changing at least one towel is unreasonable.
Despite having been very satisfied with your services in the past I may have to reconsider using your hotel…
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Response to a letter of complaint
Thanks for your recent letter regarding your stay at our hotel. I regret that the experience did not achieve your normal expectations. I have now spoken to the staff involved and as a result I am in a position to comment.
--online booking system has been undergoing some changes and this may have affected your booking
-- apologize for any delay, but all meeting rooms are equipped with the same level of services
The hotel thinks it must play its part in working towards helping the environment. However, your comments on towels will be raised at our next meeting on this policy.
-- offer you a free two-day voucher, which can be used at this hotel in he future.
--- best regards ZDNF College English Teaching
Center BEC
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