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Business English CLASS 4 Words And How They Work Understanding how to use the right words in English Practicing Tone Tone is the way that something is expressed. Word choice largely determines tone. However, choosing the correct word for each audience is a skill, because another word will be more appropriate for general audiences and knowledgeable audiences. Examples Add a page footer Get that dog out of here! Tone good for computer experts Tone rude and imperative Tone confusing for general public Would you mind please taking the dog away? Include page numbers at the bottom of each page Tone more explanatory for a general audience Tone too wordy for those familiar with jargon Tone polite and questioning Activity In groups of 2 to 3 students try to accomplish the following: 1. Make a sentence that is good for experts, and a sentence that is good for layman about the same subject. 2. Make a sentence that is rude and imperative, and a sentence that is polite and questioning. It is hard, but you can do it! Your tone is important! Business Phone Calls In English! How to do it, oh yeah! Before the call Prepare well before you call. Plan what you want to say. Prepare answers to possible questions. Send an e-mail before the call, if necessary. Have all information available. Beginning the Call Make a greeting and identify yourself clearly. Ask for connection to the person you want to speak to. After connection, greet the person. Give a reason for the call. During the call Create a positive atmosphere. Communicate your objective clearly. Listen – make sure you understand. Check – make sure the other person understands you. Ending the call Confirm the result of the call. End politely and positively. Role play? You make the call! In groups of 2 (Or 3 if you have to) plan a business call that has a clear purpose and seems as natural as possible. Be prepared to act out your dialogue as best you can… no written words for the call. Just act and do your best! Terms that may help… Nouns: caller, colleague, connection, line, meeting, message, moment, name, number, vacation Verbs: answer, apologize, ask, call, call back, check, connect, have, hold, identify, leave, put through, speak, transfer Adjectives: afraid, sick, sorry British Business Culture Cheers! Equality and authority The English value a sense of equality among people, but also a hierarchy of authority. For people coming from more "flat" organizational cultures such as the U.S., Netherlands, or Australia, the subtle differences in role and status might be confusing. Brits defer to seniority, perhaps more than to credentials. Even though communication between supervisors and subordinates tends to be informal, this shouldn't lead anyone to believe that there's no hierarchical differentiation. But the concept of "fairness" is instilled in British society, and supervisors will try to reach consensus rather than order staff around. Instead, instructions take the form of polite requests. British communication A common cause of misunderstanding when working with the British evolves around communication style differences. As touched upon above, Brits tend to be indirect, subtle and suggestive communicators. "Perhaps we could ask John whether he could finish that report by Monday" actually means "Tell John he must finish the report by Monday." This is where the notorious understatement comes in. As the communication style is typically devoid of emotion, Brits are masters of understatement. Phrases such as "that's quite a nuisance" or "we're having a bit of a problem" actually imply absolute annoyance and total crisis. To people from cultures with a direct communication style, British indirect communication can create huge challenges in day-to-day interactions in the workplace. To the British, however, more direct communication styles can seem blunt and even rude. Things to avoid when talking to people from the U.K. The historical conflict in Northern Ireland Religion (especially if you are in Northern Ireland, Glasgow or Liverpool) The monarchy and the Royal Family The European Union, ‘Brussels’ and the Euro Personal questions about a person’s background, religion, occupation. Class and the class system Race and immigration Age Money (“How much do you earn?”) Be polite, and then be more polite… Politeness is an important value in British society, often accomplished by some rather pointless exchanges of pleasantries. When entering a business meeting, expect to spend the first several minutes exchanging niceties before moving into business. Why? Unlike Americans who may see business as a challenge or game, the British see business as something of a task or as bothersome. Therefore, the British often do not enjoy “hardcore” business. Humor plays a key role here as well; when feeling uncomfortable, the British use humor to make sense of the situation. To the non-British colleague, however, the subtle joke may be lost. The pub The English may conduct some business activities at the pub aka a bar. At the pub some of the rules of etiquette may change and become less formal. For example: It's perfectly acceptable to complain about work in the pub, but be careful because business decisions are made there as well. In this society, the pub is a transitional place between work and private life where colleagues find relief from stress while bonding within a non-hierarchical setting. Office roles become secondary to the fact that everybody is equal, and everyone's expected to "shout for a round". Discussion 1. What does it mean to be polite in Chinese culture? 2. What is considered rude in Chinese culture? 3. How does it compare to what we know so far about American and British Culture? 4. What has surprised you when you’ve met people from other countries? 5. Have you ever felt confused by the actions of someone from another culture?