WORKPLACE COMMUNICATION
Activities for Telephone Conversation, Company Presentation and Meeting
TELEPHONE SKILLS
 Work 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 1
Call 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 2
Call handler: answer the
phone
Call handler: ask for the
account number and details
of the order
Call handler: explain the
problem
Call handler: propose a
solution.
Customer: say you are
checking on/ unhappy
with an order.
Customer: give your
details
Customer: ask for a
solution/ new delivery
time.
Customer: agree and
say goodbye
COMPANY PRESENTATION
 Think 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.
MEETING
 Work with a partner. You both work for a large
manufacturing company. The commuting situation at
your company needs to improve. Read this
information:
i.
ii.
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.
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.
MEETING
 The 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:
Problem using the website for online ordering
ii. Poor quality/ condition of goods received
iii. Problems with supply and delivery times.
i.
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.
MEETING
 You work in a team for company image. What changes
can you make so Morrisons is more competitive? Make
a list of five ideas. Think about
Staff training
ii. Staff experience
iii. Company image
iv. What image is good for a supermarket
i.
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.
MEETING
 You 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.
Next year’s budgets
ii. A new brochure to advertise your services o
companies
iii. A research project to look into possible new markets.
iv. The annual staff party
i.
Task:
 Work in groups of four. Talk about each project and
the people they need.
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?
i.