module 8 training zdnf college english teaching center bec business topic training business skills...

Module 8 Training

ZDNF College English Teaching Center BEC

Contents

Warming up—ways of training

Listening: assessing training needs Listening: assessing training needs

Reading Reading

8.1 Training

Writing Writing

The Main Tasks of HR Department

Recruit New employees


…?

Ways of Training

Face-to –face training

Online training


Braining storming

Advantages


Face-to –face training

Online training

2 minutes to discussAnd then speak out your opinion

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?


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.



Supplementary: Dealing with complaints

Reasons to complain


What is in a letter of complaint ?


ACTION

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.


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。


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。


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。


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。


A letter of complaint


Homework (a team work)

P 83 Write a letter of complaint according to the situation given in Ex. 6


8.2 showing you’re listening


How to be a good listener

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

Reading: the importance of listening


Listening : Good and bad listeners


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



Showing you are listening

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


Writing—Responding to a letter of complaintReview a letter of complaint


ACTION

A letter of complain


P 83 Listening --- What happened next?


Writing—Responding to a letter of complaint


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…


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

module 8 training zdnf college english teaching center bec business topic training business skills...

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