【文章內(nèi)容簡介】 talk and participationB. Asian Students1. Less talkative in class2. Believe that they learn by listening to the teacher 1. Almost no classroom interaction 2. Teacher controls the classroom 3. Teacher symbol of learning and culture C. Vietnamese studentsD. German students1. Value teacher’s professional/personal opinion 2. Students do not disagree/contradict teacher in classE. Israeli students can criticize teachers if they think teacher is wrong or incorrect IV. Learning a language involves knowing not just vocabulary, idioms, and grammar, but the cultural aspects of the language as well.UnitFiveBeAnEffectiveListenerObjectives216。 describe the importance of listening in the workplace216。 describe the elements of the HEAR model for effective listening216。 use the strategies of the HEAR model to improve listening skills216。 notetaking skill/numbers and statistics Vocabulary252。 effectivelistening252。 empatheticOutlineI.ImportanceofListeningII.ListeningStrategiesIII.GreekPhilosopher’sRemarksI.ImportanceofListeningA. Onthejob munication time 1. 55 % on listening 2. 23 % on speaking 3. % on reading 4. % on writingB. One listening mistake = loss of $ 15 C. Examples1. Lis. error: delivery person neglected 2. to check oil in van Loss: motor burned out2. Lis. error: office worker failed to distribute sales ad to cashier Loss: good will II.ListeningStrategiesA. be helpful B. be empathetic C. be attentive D. be responsiveIII.A Greek philosopher said that we should listen more and talk less.■ Helpfull Avoid signs of impatience l Take steps to minimize distractions ■ Empatheticl Determine his purpose for speakingl Express concern for his general wellbeingl Recall what was said earlier and ask questionsl Express understanding and paraphrase statements of his current feelings l Express awareness of nonverbal cues (if any)■ Attentiveo Hold off on expressing any judgmento Restate his point before disagreeingo Show respect for what he sayso Ask for more background o Encourage him to express other points of view■ Responsive l Let him talk with minimal interruption l Use nonverbal encouragement (nodding, leaning forward, etc.)l Ask questions QuestionsforDiscussion● How important is listening in workplace munication?● What are the four basic elements of the HEAR model?● How can we make listening costeffective?● What other factors can you suggest to improve our listening?MyBigProblemUnitSixTelephoneSkillsObjectives216。 explain why telephone skills are important in the workplace216。 describe how making first impressions by telephone is similar to and different from making first impressions in facetoface contacts216。 identify and use strategies for effective customer service by phone216。 notetaking skill/abbreviations and symbols MostAnnoying:82/564l Failuretoanswerthephonebythethirdorfourthringl Failureofemployeestoidentifythemselvesl Beingplaced“onhold”withouttheirpermissionVocabulary252。 strategies252。 audience252。 onholdI.Introduction A.tele..difffrfacetoface.B.impr.madeoverphonedependsonwhat+howtosayII.Knowyouraudience A.whenansweringacall 1. iden. yoursl + dept/ 2. ask “will you hold?” bef. putting cust. on hold B.whenplacingacall 1. iden. who to spk to + yoursl + dept/ 2. expl reason for call if aud. not known III.Projectyourpersonality A. Check volume/loudness B. spk clearly C. spk in pleas tov。 smile D. sensit to other’s situation IV.Agoodimpressionoverthephonehelpsgrowrelationships.RolePlay1A:YouarecallingyourfriendKen.YouwanttoinvitehimtoapartythisFriday.B: Youanswerthephone.ThepersonontheotherendofthelinewantstospeaktoKen.Youdon39。tknowanyonenamedKen. RolePlay2A:CallyourfriendSuetoborrowherbike.AgirlnamedJeananswers.LeaveamessagetoSue.B: YouareSue’sroommate,Jean.Sueisout.AnswerthephoneandhelptakeamessageforSue.RolePlay3A:YouwanttoreserveatableforfiveatarestaurantcalledHuixianHouse.Calltherestaurantandmakeareservationfor6:30thisSaturday.B: YouworkatarestaurantcalledHuixianHouse.Answerthephone.(TherestaurantispletelybookedforFridayandSaturdaynightsthisweek.)UsefulTelephoneExpressions216。 Who’scalling?Who’sthis?216。 ThisisJimJones./JimJonesspeaking.216。 Iwouldliketospeakto…216。 CanIspeakto…?216。 MayIspeakto…?216。 Sorry,you’vethewrongnumber.216。 Thereisnooneherebythatname. 216。 Sheisn’thererightnow.CanItakeamessage?216。 Sheisoutatthemoment.Wouldyouliketoleaveamessage?216。 Pleasehavehercallmebackat6549234.216。 Pleaseaskhertoreturnmycallat6549234.216。 PleasetellherIcalledto…UnitSevenMaleFemaleConversationObjectives 216。 explain how munication patterns and stereotypes are acquired216。 identify stereotypes about male and female munication 216。 see differences between men’s and women’s munication styles216。 bee aware of gender stereotypes216。 notetaking skill/exemplification and repetition