4. Technology and communications
Objetives
- For students to learn vocabulary and expressions about technology and communications at work.
- For students to learn vocabulary and grammatical expressions to basically assist people through the phone in working situations.
4.1. Documents and correspondence
In the global communication era, businesses are increasingly carried out through emails, chat rooms, social networks and other kinds of information technology.
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- Watch this video about communication.
- Write down what you understand about it.
- Check it with the subtitle tool.
EAudiovisual
Many companies are installing various business communication technologies for their employees to interact while they are working. Employees use different communication tools to exchange information at the workplace. For example, employees from different departments in a company can use text messaging, email, intranet services or video conferencing tools to share and discuss working tasks.
Virtual communication tools can also be used to share screens with projects among different departments. The same applications can be used to carry out group decision making. A part from those communication technologies are used by the customer service department to assist customers in different issues.
In short, a company uses documents to communicate, carry out business and analyze its productivity. It is very important that company documents and communications be well written.
Business documents range from brief email messages to complex legal agreements. Some documents are prepared by employees and business owners, while others are written by professionals belonging or not to the company such as accountants and lawyers. N
Figure 21 shows the parts of an email
- Study how to organize your business emails here:
Chapter 1: https://www.mailxmail.com/curso-mailing-business-english/essentials-envia...
Chapter 2: https://www.mailxmail.com/curso-mailing-business-english/basics-normas-ba...
Chapter 3: https://www.mailxmail.com/curso-mailing-business-english/commercial-email...
Chapter 4: https://www.mailxmail.com/curso-mailing-business-english/dealing-with-pro...
- Watch this video to have a detailed resource for writing work documents.
Here you have more resources on how to write different business documents and correspondence.
https://grammar.yourdictionary.com/style-and-usage/types-of-business-comm...
Here you have a complete course on writing business documents: https://business.uni.edu/buscomm/buscomcourse/Assignments/Documents.html
4.2. Asking for and offering help
In business contexts there is always need to ask for or offer help. Sometimes it is part of the business exchange itself. Sometimes it is really necessary.
Expressions for asking for or offering help
| OFFERING HELP |
|---|
| Would you like some help? |
| Can I give you a hand? |
| Do you need any help? |
| May I offer my assistance? |
| Need any help? |
| ASKING FOR HELP |
| Could you give me a hand? |
| Would you mind helping me out? |
| Could you help me, please? |
| I need some assistance, please. |
Listen to the following exchanges
Offering help and responding
A: May/Can I help you?
B: (positive) Yes, please. I'd like to buy some jewelry.
B: (negative) No, thank you. I'm just looking/browsing.
A: Would you like/Do you need some help?
B: (positive) Yes. That would be great. Thank you.
B: (negative) Thank you for offering, but I think I can manage it.
A: It looks/You look as if you could do with some help!
B: (positive) I sure could! I'm glad you came along.
B: (negative) Thanks. I think I've got it.
| Expression | Response |
|---|---|
| To offer help | |
| Would you like some help? | Yes, that would be great. |
| Can I give you a hand? | Thanks, much obliged |
| Do you need a hand? | No thanks, I’ve got it. |
| May I offer my assistance? | That would be so kind, thank you. |
| To ask for help | |
| Could you give me a hand? | Certainly. |
| Would you mind helping me out? | Not at all. |
| Could you help me please? | My pleasure
N
N
Source
|
4.3. Telephone calls
Telephoning is one of the central tasks in any company. Answering the phone in a proper way is essential for entrepreneurial interactions and success.
Figure 22 shows a secretary on the phone
Secretary: Good morning, you've reached the marketing department. How
can I help?
Caller: Yes can I speak to Rosa Watson, please?
Secretary: Who’s calling, please?
Caller: It’s Robert Denis here.
Secretary: Certainly. Please hold the line and I’ll put you through.
Caller: Thank you.
Secretary: Good afternoon, marketing. How can I help?
Caller: Could I speak to Jamie Richardson, please?
Secretary: Certainly. Who shall I say is calling?
Caller: My name’s Monica Anderson.
Secretary: Just a second. I’ll see if he’s in..….Hang on a moment, I’m
just putting you through.
Secretary: Good morning. Finance department.
Caller: Hello, can I speak to Andrea Howard, please?
Secretary: I’m afraid he’s in a meeting at the moment. How can I help?
Caller: No. I need to talk to him, I think. What time will he be back?
Secretary: In about an hour. Can you call back later?
Caller: Okay, I’ll do.
Secretary: Or can I take a message?
Caller: Yes, please. Could you tell him that Paul Thompson called and
that I will be in my office all day if he could call me back.
Secretary: Can I take your number, please?
Caller: Yes, it’s 5457871.
Secretary: 5457871. Okay, I’ll make sure he gets the message.
Caller: Thanks very much for your help, bye!
Secretary: Goodbye!
Secretary: Good afternoon, this is the press office.
Caller: Patricia Ariston, please.
Secretary: I’m sorry, you must have the wrong number. There’s nobody with
that name here.
Caller: Oh. Can I check the number ... isn’t that 5568790?
Secretary: No, it’s 5558790.
Caller: Oh sorry about that. I must have dialled the wrong number.
Secretary: No problem! Bye!
Secretary: Good morning, press office, can I help you?
Caller: Hello. Patricia Ariston, please.
Secretary: I’m sorry, you’ve got the wrong number, but she does work here.
I’ll try and put you through. In future her direct number is 5558770.
Caller: Did I not dial that?
Secretary: No, you rang 5558790.
Caller: Oh, sorry to have troubled you.
Secretary: No problem. Hang on a moment and I’ll put you through to Patricia’s
extension.
Caller: Thanks.
Secretary: Good afternoon. Carlton Ltd. How can I help you?
Caller: Hello, can I speak to Bernard Hillton, please?
Secretary: I’m afraid he’s in a meeting until lunchtime. Can I take a
message?
Caller: Well, I’d like to arrange an appointment to see him, please. It’s
Pedro Jerkins here.
Secretary: Could you hold on for a minute, Mr Jerkins. I’ll just look
in the diary. So when’s convenient for you?
Caller: Some time next week if possible. I think he’s away the following
week.
Secretary: Yes, that’s right, he’s on holiday for a fortnight.
Caller: Well, I need to see him before he goes away. So would next Tuesday
be okay?
Secretary: Tuesday. Let me check. He’ll be out of the office all morning.
But he's free in the afternoon, after about three.
Caller: Three o'clock is difficult. But I could make it after four.
Secretary: So shall it be 4.15 next Tuesday, in Mr Hillton's office?
Caller: Yes, that’s fine. Thanks very much.
Secretary: Okay, then. Bye.
Figure 23 shows a businesswoman on the phone
Secretary: Good morning. Dorothy speaking. How may I help?
Caller: Ah yes, hello. I’d like to enquire about flights to Hong Kong
from Kennedy Airport in New York, please. I’m off to a business meeting
from Thursday 22nd until Tuesday 27th. Could you tell me about flights
availability and prices?
Secretary: Certainly. Would you like to travel economy, business or first
class?
Caller: Well, I’ll have to go economy-company rules, you see.
Secretary: Yes, sure, I understand. How many for?
Caller: It’s just me.
Secretary: Okay, so that’s one seat … economy … New York - Kennedy to
Hong Kong Airport.
Caller: And how much will that be?
Secretary: Let me see … that’ll be $830.
Caller: Right, and does that include airport tax?
Secretary: No, tax is another $70 on top of that.
Caller: Okay. Can I book that, then?
Secretary: Certainly.
Secretary: Can I help you with anything else?
Caller: Yes, I'd like to book a hotel room too, for the full five nights.
Could you check if the Regency Hotel has any rooms available?
Secretary: Yes, they do.
Caller: And is there a discount rate for meeting delegates?
Secretary: Yes, there is. I think it's 10% but I can check that for you.
Caller: Okay, do you mind if I book it provisionally for now and I'll
call you back later to confirm? I just need to check one or two details.
Secretary: That's fine, sir. Can I help you with anything else?
Caller: No, that's all for now. As I said, I'll call you back.
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- Watch the following video.
- Write down the dialogues.
- Make similar dialogues recording them.
EAudiovisual
Watch the following video to review the topic of telephoning.
Here you have a webpage to listen to and analyze different telephone conversations in the business context.
4.4. Dealing with problems
Problems are never a happy occasion, particularly if you are trying to keep a client or customer happy.
It is important to remember the following four steps when responding to a complaint or problem:
Apologize for the problem – no matter its origin or nature – even if the issue is not true. Remember to apologize for the fact that a customer is unhappy which is not good for business.
Expressions:
I’m sorry . . . I’m sorry to hear that . . .
I apologize . . .
I apologize for the problem . . .
I apologize for the inconvenience . . .
My apologies . . .Ask for the details of the problem – what happened or what went wrong.
Expressions:
Please, could you tell me exactly what the problem is?
Please, can you tell me exactly what happened?Express that you will take action, and, of course, do it.
Expressions:
I will send someone to take care of it.
We will send the correct (order/invoice/dispatch) tomorrow.
Let me check with the (shippers/secretary/receptionist) and see what happened.
I’ll see to it and I will get back with you later today with a solution/answerCheck back with the customer later to make sure the problem was solved to their satisfaction.
Expressions:
Ms. Brown, did everything work out to your satisfaction?
Mr. Worwick, I would like to check if the problem has been solved to your
satisfaction.
Did everything work out okay sir/madam?
Did you receive what you needed/wanted sir/madam? N
Figure 24 shows a businessman on the phone
Listen to and analyze the following dialogues:
Assistant: Good morning. Toyota customer service, may I help you?
Customer: Hello. Let’s see, I ordered some spare parts for my generator,
but you sent the wrong parts.
Assistant: Oh, what a problem! Can you tell me exactly which parts you
ordered and what you got?
Customer: Of course, I ordered two items of part number B235C, but I got
two B235Ds instead! They won’t fit my generator.
Assistant: I’m very sorry, let me check and see if we have the correct
parts here right now and if we do, I can have someone deliver them this
afternoon. Would that be okay?
Customer: Yes, please – the sooner I have the parts the better.
Later . . . .
Assistant: Hello Mr. Chang, did you get the correct parts we have sent
over? Are they exactly what you needed?
Customer: Yes, they have just arrived. Thank you.
Assistant: My pleasure Mr. Chang, and again, sorry for the inconvenience.
Listen to and analyze the following exchange:
Assistant: Good afternoon. Nataclor Pool Service, may I help you?
Customer: Hi, this is Dorothy Bridnon, someone was supposed to clean my swimming
pool today but nobody has come.
Assistant: I’m sorry, Ms. Bridnon, let me check the schedule and see what
went wrong. Can I send someone over first thing tomorrow morning?
Customer: Yes, that would be okay.
The following day. . .
Assistant: Hello, Ms. Bridnon?
Customer: Yes?
Assistant: Did the pool cleaner get over there okay this morning?
Customer: Yes, everything is fine now. Thank you.
Assistant: Thank you, Ms. Bridnon – and again – my apologies for the problem
caused to you yesterday.
Here you have a good example about how to deal with problems.
Study the phrasal verbs used for the four phases seen before.
4.5. Simple future
Simple future has two different forms in English: "will" and "be going to." People sometimes use them interchangeably but, in fact, these two forms are used to express different meanings.
Form Will: [will + verb]
Examples:
-You will work later.
-Will you work later?
-You will not work later. (You won’t work later)
Uses:
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"Will" may be used to express a voluntary action.
The use of "will" often suggests that the speaker will do something voluntarily.
Example:
-I will translate the email so the board can read it.
"Will" is often used to respond to someone else's complaint or request for help.
Example:
-I will send you the information as son as I get it.
"Will" is also used when requesting someone to help another person with something.
Example:
-Will you help your colleagues finish this report?
-Will you write this memo?"Will not" or "won't" is used when refusing to voluntarily do something.
Examples:
-I will not do your work for you.
-I won't do all the office writing myself!
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"Will" is also used to express promises.
Examples:
-I will call you when I arrive.
-If I am elected president of the board, I will make sure everyone has access to good holidays.
-I promise I will not tell the boss about the mistake in the meeting.
-Don't worry, I'll be careful when writing that important memo.
-I won't do anything to ruin the company reputation.
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"Will" may be used to express predictions.
"Will" may be used to express the idea of a general prediction about the future, that is, it expresses a guess about what might happen in the future.
Examples:
-The year 2222 will be a very successful year for our company.
-John Smith will be the next company president.
-The company will win several new clients.
Do not use simple future in time clauses
It is important to remember that the Simple Future cannot be used in clauses which begin with time expressions such as: when, while, before, after, by the time, as soon as, if, unless, etc.
Examples:
-When you will arrive tonight, we will go out for dinner. Incorrect
-But: -When you arrive tonight, we will go out for dinner. Correct
Where to place adverbs in future sentences
Adverbs such as: always, only, never, ever, still, just, etc. is placed after “will” or “will not” (won’t) in affirmative/negative sentences and after the subject in interrogative sentences.
Examples:
-You will never work here.
-Will you ever do your job?
How to form active and passive sentences with “will”
Sentences are formed in the same way as in simple present or any other verb tense. That is, placing the object as subject and using will + be + past participle + ….
Examples:
-John will finish the work by 5:00 PM. Active
-The work will be finished by 5:00 PM. Passive N
- Watch the following video to review the form and use of the simple future tense.
- Try doing the exercises at the foot of this page:
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- Now watch these videos.
- Analyze the use of the simple future.
- Record some examples predicting company results.
Video a:
Video b:
4.6. Going to
Another way to express simple future is through the use of "be going to." Remember that people sometimes use “will” and “be going to” interchangeably but, in fact, these two forms often express different meanings.
| x |
Past Present Future
Form be going to: [am/is/are + going to + verb]
Examples:
-You are going to meet your new boss tomorrow.
-Are you going to meet your new boss tomorrow?
-You are not going to meet your new boss tomorrow.
Uses:
"Be going to" is used to express plans
"Be going to" is used to express that something is a plan. It shows the idea that a person intends to do something in the future.
Examples:
-He is going to spend his salary in a new house.
-She is not going to spend her salary in a new car.
-Assistant: When are we going to meet the new boss tomorrow?
B: We are going to meet him at 9 AM during the meeting.
-I'm going to be a manager when I grow up.
-Michelle is going to begin management school next year.
-They are going to drive all the way to Alaska.
-Who are you going to invite to your promotion party?
-Assistant: Who is going to make the boss understand the employees’ needs?
B: Sue is going to make him analyze them first.
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"Be Going to" is also used to express predictions
"Be going to" can also express the idea of a general prediction about the future.
Examples:
-year 2222 is going to be a very successful year for the company.
-John Smith is going to be the next president of the company.
-The company is going to win several new clients next year.
- Watch the following video to review the form and use of the simple future tense.
4.7. Office equipment
Technology is being used in almost every company to accomplish specific tasks. Technology has changed the way people work in the last decades. It helps to reduce human errors which can be caused by too much work or stress.
Business technologies like computers, tablets, social networks, virtual meeting software, accounting software, customer management applications, and so much more have removed workplace boundaries and they have also facilitated the movement of information at the workplace which accelerates quick decision making at your work.
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Here are two web resources for you to learn.
- Read and listen.
- Watch and learn.
EAudiovisual
Figure 25 shows a list of office supplies
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- Watch this video and identify the use of the simple past, simple present, simple future, going to.
- Write what you understand.
- Check it with the subtitle tool.
Do the following activity to review previously seen topics and enlarge your knowledge.