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【Class Material】 Advanced : WEEK 9

WEEK 9 : Section1~4         


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1.)  Presentation: Student 4 Presentation (Review Dealing with Questions)



Business Activity: Dealing with Questions


Inviting Questions

Are there any questions? 

Does anyone have any questions? 

If you have any questions, I can answer them now.

 

Checking Understanding

Sorry, I couldn't hear you. Can you repeat that? 

Sorry, I don't understand the question. 

 

Step 1: Let me confirm your question.  

Step 2: You're asking me...is that right?

 

Commenting on the Question

Thank you for that question. 

That's a good/great/important question. 

That's an interesting point.

 

Structuring your answer

I think there are two parts to your question. 

First of all, ...and for your second point...

 

Checking if You Answered the Question

Did that answer your question?

Have I answered your question?

Does that make sense?



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2.) Meeting Roleplay 3: Solving Problems



Problem:

Your company has experienced a decline in customer satisfaction. Complaints have risen, and negative feedback regarding products and services is affecting the company’s reputation. This situation could lead to a loss of customers, and your customer service team is struggling to manage the increased volume of complaints. The issues include:

  1. Product defects or quality issues, resulting in frequent returns.

  2. Poor communication, such as delayed responses to inquiries or unclear product instructions.

  3. Shipping and delivery problems, including delays and incorrect orders.

  4. Long wait times for customer support, whether via phone, email, or online chat.

  5. Unresponsive or unhelpful customer service representatives.


Goal: 

Discuss and propose strategies to enhance customer satisfaction and address these issues effectively.



BUSINESS ACTIVITY:

CONTROLLING THE DISCUSSION IN MEETINGS FUNCTIONS AND KEY PHRASES


Introducing the Subject

  • We’re here today to focus on discussing (topic of the meeting).

  • We need to go over (topic of the meeting) in detail.

Keeping to the Right Subject

  • Let’s stay focused on the core issue.

  • Could we return to that point later?

Changing the Subject

  • I think we’ve sufficiently covered this topic.

  • Shall we move forward to the next item on the agenda?

Concluding and Summarizing

  • I believe that wraps things up.

  • I’ll send out a summary in an email shortly.

  • Thanks for your participation, everyone. Take care.



BUSINESS ACTIVITY:

SOLVING PROBLEMS


Explaining the Problem

  • We’re facing an issue with…

  • There seem to be some complications regarding…

  • We haven’t been able to resolve…

  • We attempted (action), but it didn’t fix the issue.

Solving the Problem

  • We need to take action by…

  • One possible solution could be to…

Promising Action

  • I’ll make sure (action) is carried out.

  • I’ll ask (someone) to handle (a specific task).

Responding and Thanking

  • No need to worry.

  • That sounds like a potential solution.

  • Thanks for your suggestions, everyone.

  • Let’s go ahead and try that approach.


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3.)   Business Discussion: Business Training



Vocabulary List

  1. Workshop – A session where participants engage in hands-on activities and discussions to develop specific skills or knowledge.

  2. Skills Development – The process of learning or enhancing abilities to improve job performance and career prospects.

  3. On-the-Job Training – Learning that occurs while an individual performs their regular job tasks, often with guidance from an experienced colleague.

  4. Certification – Official recognition that someone has successfully completed a training program or acquired a specific skill.

  5. Mentorship – A relationship where a more experienced individual offers guidance and support to help another person grow professionally.

  6. Soft Skills – Non-technical skills, such as communication, teamwork, and problem-solving, that are essential for success in the workplace.

  7. Continuing Education – Ongoing learning that professionals pursue to maintain or enhance their skills over time.

  8. E-Learning – Education or training delivered through electronic media, often via online courses.

  9. Professional Development – Activities and learning experiences aimed at improving a person’s abilities and advancing their career.

  10. Apprenticeship – A structured program where individuals learn a trade or skill under the guidance of a skilled professional.



Business Training Article

Continuous learning and development are critical to staying competitive in today’s rapidly evolving business environment. Companies invest in workshops, on-the-job training, and mentorship programs to support employee growth and success. Certification and e-learning courses enable individuals to acquire new skills or stay current in their fields. Soft skills, such as communication and teamwork, are becoming just as valuable as technical expertise. Professional development is an ongoing process, and those who prioritize it are often better positioned for career advancement and promotions.


Discussion Questions

  1. How important is business training for helping employees develop their careers?

  2. Have you ever participated in a workshop or training program? What did you gain from the experience?

  3. How do you think soft skills compare to technical skills in terms of workplace success?

  4. What are the advantages and challenges of e-learning compared to traditional in-person training?

  5. What skills do you think are most important to develop for future career growth?


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4.)   Casual Discussion: Relations with Other People



Vocabulary List

  1. Friendship – A close relationship based on trust, support, and mutual respect.

  2. Acquaintance – Someone you know, but with whom you do not have a close or intimate relationship.

  3. Conflict – A serious disagreement or argument between people that may require resolution.

  4. Trust – A firm belief in someone’s reliability, truthfulness, or abilities.

  5. Communication – The exchange of information, ideas, or feelings through speaking, writing, or body language.

  6. Empathy – The ability to understand and share the feelings of another person.

  7. Support System – A network of people who provide emotional, financial, or practical help during difficult times.

  8. Networking – The process of building and maintaining professional or social relationships for personal or career growth.

  9. Compromise – An agreement where both sides make concessions to resolve a disagreement or reach a decision.

  10. Respect – Admiration for someone’s qualities or achievements, often reflected in how we treat them.


Relations with Other People Article

Human relationships, whether personal or professional, are built on trust, communication, and empathy. Friendships and supportive networks are crucial for navigating life’s challenges. In professional settings, networking is key to career growth, while conflict resolution and compromise are vital for maintaining harmony in personal relationships. Understanding and respecting others’ perspectives can strengthen bonds and create deeper connections. Whether it’s a close friendship or a professional acquaintance, effectively managing relationships is an important skill that enriches both personal and professional life.


Discussion Questions

  1. How do you build and maintain strong relationships with the people in your life?

  2. What strategies do you use to resolve conflicts, either at work or in personal relationships?

  3. How important is communication in building trust and understanding between people?

  4. Have you ever had to compromise in a relationship? How did it work out?

  5. How do you balance personal and professional relationships in your life?


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