Workplace English Podcasts
BEP 64: Dealing with Persistent Callers |
07 Sep 2017
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Persistent callers are people who keep calling until they can speak to a certain person. It may be your job to answer the phone and speak several times to the same caller. The caller may be trying to sell something, or may want to talk to someone in your office for a specific reason. Even if the same person calls many times, you should speak to them politely but firmly. There are many ways in which you can politely tell a caller that they do not need to call again, or that they can leave a message for the recipient In this lesson, we will look at how to use specific words and phrases to deal with persistent callers. Remember that you need to remain polite and patient while talking to callers, even if they call many times.
You will now listen to a conversation between Sandra, a secretary, and Paul, a persistent caller. |
BEP32: Small Talk Before a Business Meeting |
07 Aug 2017
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“Results depend on relationships. That’s what Don Petersen says. He is the ex-CEO of America’s Ford Motor Company. You will find that being able to make small talk—especially before a business meeting—will help build good relationships. And, good business relationships will help you get the results you want. Think of small talk as an engraved business card: small but impressive. Impressive, that is, if you do it well. SITUATION 1 Listen now to small talk used by Dan, who is about to make a presentation featuring his leadership training firm. He especially wants to win approval from Susan Lynch, head of employee relations for a multinational firm. Pay attention to Dan’s manner and manners as well. |
BEP 82: Small Talk - Discussing a Colleague |
09 Jul 2017
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Introduction Small talk is essential in business. Whether you’re speaking to a colleague, a client or a customer, a little social chat will help to strengthen the relationship you have with them. Small talk doesn’t need to be limited to informal situations such as over lunch or dinner. It is most effectively used when meeting someone for the first time, before and after formal meetings and even at the start of business telephone conversations. In these situations, the main purpose of the small talk is to break the ice and help create a more relaxed atmosphere. In this podcast lesson, you’re going to hear a rather informal conversation between colleagues. The conversation never gets too informal, like it would between close friends; however, the language used is quite colloquial at times. Later on, we’ll look at some of the more informal language and show you how to use it in different contexts. Situation Richard Bent and Cristine Keen are work colleagues. They are having lunch near their office and are discussing the situation related to the new accountant in their department. |
BEP 74: Giving and Receiving Verbal Instructions |
18 Jun 2017
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Introduction The ability to understand verbal instructions is a necessary requirement in most workplaces across all industries. Giving verbal instructions is often the quickest and most effective way to communicate ideas. Having said this, verbal communication can often leave room for error and confusion. In this podcast lesson, we’re going to look at a number of basic techniques to help you to deliver spoken instructions in a manner which will help minimise any error and confusion. Situation Kevin, the Head Receptionist at Biometrics, is training a new receptionist, Jenny, on her first day at work. Listen in and decide when Jenny doesn’t understand, when she clarifies, i.e. checks what Kevin means, and when she understands. Consider what techniques Kevin uses to ensure his instructions are given clearly and concisely. |
BEP 48: Sales - Pitching New Offers |
06 Jun 2017
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Introduction When you call a customer on the telephone to makes a sales pitch, you are essentially cold calling, and the customer is not likely to know what your call is about until you explain why you are calling. It is important to explain and ask for the customer’s permission to continue with your pitch, but also to present the information in such a way that the customer agrees to hear you out. In this podcast lesson, we will look at a few ways to present your sales pitch in a manner that will help you to keep the customer’s attention and get a positive response. |
BEP 62: Handling Serious Disagreement |
10 May 2017
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BEP 65: Discussing Someone's Performance |
08 May 2017
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Discussing someone’s performance refers to analysing their strengths and weaknesses. Managers often have to discuss the performance of those in their team. This is usually because a manager’s appraisal goes on an employee’s record and also helps to identify if an employee is ready for a promotion. When discussing someone’s performance, remember to keep the conversation professional. Focus on the person’s work-related skills, and not on his or her personal details or habits. Give reasons and examples to support your opinions, so that others know that you are not biased. You may also have to discuss someone’s performance face-to-face with that person. In such a situation, you need to be a little more tactful and polite when talking about their skills, especially their weaknesses and the areas in which they need to improve. Even if you have something negative to say, you can put it across in positive terms. The second dialogue in today’s lesson will show you how you can do that. Situation 1 You will now listen to a conversation between two managers, Jennifer and Andrew, who are discussing the performance of their team members Carolyn and Ling. They need to make a decision on which one to promote. |
BEP 29: Cold Calling: Arranging Meetings |
13 Feb 2017
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BEP 50: Business Meetings - Discussing Business Proposals |
03 Feb 2017
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BEP 59: Giving a Verbal Report |
23 Jan 2017
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BEP 81: Telephoning - Making a Cancellation |
18 Jan 2017
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Introduction Often in business things don’t go according to plan. Sales fall, meetings are rescheduled, budgets are cut, orders are cancelled, flights are delayed. So just how do we inform our colleagues or customers about bad news? How should we apologise and how should we react to an apology?
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BEP 40: Negotiating - Kicking Off and Outlining Your Position |
03 Jan 2017
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BEP 69: Making Future Plans |
26 Nov 2016
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Introduction In this podcast lesson, we’re going to listen in on a business meeting where colleagues are making plans for the future. We’re going to focus on three main areas of language in this lesson. First, we show you how to ask for and give opinions and we’ll point out the difference between opinions and suggestions, which are often confused. Second, we’ll show you how to make simple suggestions using common functional expressions. And finally, we’ll show you how to make plans using the future simple tense ‘will’ and ‘going to.’ ‘Will’ and ‘going to’ are also often confused. They have similar, yet slightly different uses. We’ll make the differences between these two future forms clear. Situation 1 You're now going to listen to two colleagues, Liz and Sam, having a short business meeting. They are meeting to discuss the details of a new company newsletter. Here they discuss the aim of the newsletter and possible content. |
BEP 54: Resolving Internal Conflicts |
11 Nov 2016
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BEP30: Being Assertive and Standing your Ground |
03 Nov 2016
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Although it’s not the same in all business cultures, standing up for yourself, or being assertive, is an important communication skill in Western business culture. You’re more likely to get respect from your colleagues and superiors if you stand up for what you believe in, especially if you can back up your argument or request with real facts and figures. Being overly assertive or inflexible can cause problems, however, so learning how to achieve a balance is important. Each situation you encounter needs careful thought and planning. Don’t rush into situations where you could weaken your relationship with others or weaken your position within the company. The following two dialogues demonstrate how standing your ground can work—and how it can sometimes backfire. SITUATION 1 Conflicts at work can occur for many different reasons. Sometimes, more senior members of staff expect newer members of staff to treat them with respect, even when the newer members may be more talented or skilled than they are. This is the basic theme of the first dialogue. Let’s now listen in as Nancy, a senior stock trader, talks to Jason, a recently-employed junior trader. It seems that Nancy and her colleagues are not very happy with Jason’s attitude towards them. |