WORKPLACE COMMUNICATIONActivities for Telephone Conversation, Company Presentation and

Meeting

TELEPHONE SKILLSWork with a partner. Take turns to role play

two situations using this flow chart. In one situation you will be a customer, and in the second situation a call handler.

CONVERSATION 1Call handler: answer the phone

Call handler: ask for the account number and details of the order

Call handler: give the order reference and say goodbye

Customer: identify yourself and say you want to place an order

Customer: give your details

CONVERSATION 2Call handler: answer the phone

Call handler: ask for the account number and details of the order

Call handler: explain the problem

Customer: say you are checking on/ unhappy with an order.

Customer: give your details

Call handler: propose a solution.

Customer: ask for a solution/ new delivery time.

Customer: agree and say goodbye

COMPANY PRESENTATIONThink of a service you know well. It could be

your company’s product or service, or one you have recently bought or used. Present this product or service to the class, as if you are trying to promote it to them. Explain what makes it so good.

MEETINGWork with a partner. You both work for a large

manufacturing company. The commuting situation at your company needs to improve. Read this information:i. Your company employs 30% more people than

it did two years ago. As a result there are too few parking spaces and it is unable to get more space for employees’ cars.

ii. Traffic in the area is getting worse and employees travelling by car are often stuck in traffic jams and arrive at work late, feeling very stressed.

Hold a meeting with your partner take turns to report some recent relevant data. Make notes as you listen.

MEETINGThe company is currently experiencing some

problems. Hits to the website are up by 30% but the number of orders is down by 20%. The company profits have fallen by 10%. There is an increasing number of complaints which fall into these three categories:i. Problem using the website for online

orderingii. Poor quality/ condition of goods receivediii. Problems with supply and delivery times.

Task:Work in groups of three. You are holding a

meeting to discuss the problems at One World Bazaar. Decide what the company needs to do in order to improve its service to its customers and suggest possible solutions.

MEETINGYou work in a team for company image. What

changes can you make so Morrisons is more competitive? Make a list of five ideas. Think abouti. Staff trainingii. Staff experienceiii. Company imageiv. What image is good for a supermarket

Task: Now hold a meeting and present your ideas

to the other pair. Decide on five ideas you want to keep. See how do your ideas compare.

MEETINGYou work for a company with a similar

structure to SEI. There are several new projects that need teams to work on them. Each project needs a team leader and some team members.i. Next year’s budgetsii. A new brochure to advertise your services o

companiesiii. A research project to look into possible new

markets.iv. The annual staff party

Task:Work in groups of four. Talk about each

project and the people they need.i. What roles does each project need? Someone

imaginative? Someone with marketing experience? A practical person?

ii. Which roles can you do? Why?iii. Which project you will like to work on?