Final Revision Session - Oral and Written English II (PDF)

Final Revision Session ESTRATEGIAS PARA LA COMUNICACIÓN ORAL Y ESCRITA EN LENGUA INGLESA II Facultad de Lenguas y Educación  Oral Communication More personal and less formal than Flexible and quicker. Effective in addressing conflicts or problems....

Final Revision Session ESTRATEGIAS PARA LA COMUNICACIÓN ORAL Y ESCRITA EN LENGUA INGLESA II Facultad de Lenguas y Educación  Oral Communication More personal and less formal than Flexible and quicker. Effective in addressing conflicts or problems. http://www.colegiosantamariadelcamino.es/the-importance-of- oral-communication/ 3 Oral Communication Face-to-face Communicatio Informal Oral conversations Telephone conversations Discussions at business meetings n 5 Oral Communication Presentations at Communicatio Formal Oral business meetings Lectures Commencement n speeches 7  Oral Communication Face-to-face Presentations at Communication Communication Informal Oral conversations business meetings Formal Oral Telephone Lectures conversations Discussions at Commencement business meetings speeches 5 1.1.2Strategies on oral discourse Oral negotiation strategies Clarification requests Oral communicative Time-gaining strategies strategies Confirmation checks Maintenance strategies Comprehension checks Help-seeking Recast strategies Negotiation strategies which focus on form Explicit correction 6 Time-gaining strategies  Using filler expressions to gain time to think.  For example: Really?; Uhm, let me see; well; sure. Example: Speaker 1: Ehm, I like golf. Speaker 2: Oh, really? 7 Maintenance strategies a) Make a positive comment or a remark. Make a comment to keep the conversation going. Examples: I understand; I see; I see what you mean; Sounds good; Very good. Example: Speaker 1: I don’t have a dog. Speaker 2: Oh, how sad! b) Shadow. Partially repeating what the partner has said. Example: Speaker 1: I’m from Kenya and my family is big. Speaker 2: Oh! Kenya! 8 Help-seeking strategies a) Ask for help: I don’t understand; What?; What does… mean?; How do you say…? Example: Speaker 1: Uhm… I was… Uhm… I was… How do you say X? Speaker 2: born. Speaker 1: Oh, ok… I was born in Holland b) Ask for repetition. Example: Could you repeat that? c) Indicate that there is a problem. For instance: Louder please; I can’t hear you well. 9 Strategies on oral discourse Oral negotiation strategies Clarification requests Oral communicative Time-gaining strategies strategies Confirmation checks Maintenance strategies Comprehension checks Help-seeking Recast strategies Negotiation strategies which focus on form Explicit correction 10 Clarification requests. One partner does not understand well and request an explanation. Examples: What?; What did you say? 11 Confirmation checks. The listener checks that he/she has understood his partner correctly. For example: Did you say…? 12 Comprehension checks. To be sure our partner has understood. Some instances are: Do you understand?; Is it clear?; Do you agree? 13 Negotiation strategies which focus on form. a) Recast. Your partner corrects your language. Example: Speaker 1: Me like golf. Speaker 2: I like golf. Speaker 1: Yes, I like golf. b) Explicit Correction. You correct your partner by explaining what is wrong. Example: Speaker 1: You get up early? Speaker 2: You need Do You before get up. Speaker 1: Do you get up early? 14  I’m responsible for the day-to-day running of the business / for recording and conveying messages for the departments. What do you do in your I ensure that high standard of customer care is maintained. current role? I liaise with the Business Development and Business Services Units. I deal with incoming calls and correspond with clients via e-mails. I’m in charge of the high-priority accounts. I have worked as a Sales Representative for several years. What relevant experience do I have good organizational skills as I have worked as an Event Organizer / Personal Assistant for the last six years. you have? I have great people skills: I’ve been working in Customer Service and been dealing with complaints for five years. I would like to put into practice what I learned at university. Why would you like to work I would like to make use of the experience I have gained in the past ten years. I believe that your company will allow me to grow both professionally and as a person. for us? I’ve always been interested in E-Commerce / Marketing / Computer Programming and your company excels (is one of the best) in this field. I’m a perfectionist and I may be too hard on myself or my co-workers sometimes. What are your weaknesses / I might need to learn to be more flexible when things are not going according to plan. This is something I’m working on at the moment. negative traits? I occasionally focus on details instead of looking at the bigger picture. I’m learning how to focus on the overall progress as well. 43  Written Communication More unique and more formal Valid and reliable. Precise and explicit. Records and references. Delay and takes time as feedback is not immediate. http://effcommskill.blogspot.com.es/2015/09/methods-of- communication.html 25 Written communication can take place through many different modes and has many advantages. Some of them are as follows: -It helps in laying down principles, policies and rules for running an organization. -It is a permanent means of communication. Thus, it is useful where record maintenance is required. -It assists in proper delegation of responsibilities. -Written communication is more precise and explicit. -It provides records and references. -It is the only way out when the message is quite lengthy and it is not possible to convey all the points through oral communication. 26 - Written messages are more carefully formulated than oral communication. That is why, they are more clear and specific. - Written communication is a cheaper means of communication when the parties to communication are situated at distant places. 27  Formal and Informal Language Written language can be divided into: - Informal language → situations that are more relaxed and involve people we know well. - Formal language → situations that are serious or that involve people we don’t know well. They are associated with particular Retrieved from http://www.learnecenglish.com/2017/12/verbal-and-non-verbal- choices of grammar and vocabulary. communication.html 28 Some examples: She has decided to accept the job. formal She’s decided to accept the job. informal: She’s = contraction The girl whom I met in Singapore was formal interested in working in Australia. The girl I met in Singapore was interested informal: relative clause without the relative in working in Australia. pronoun whom W e went to Barcelona for the we e k e n d. W e formal h a v e a lot of t h i n g s t o tell yo u. W e n t to Barcelona for the we e k e n d. Lots to informal: ellipsis ( m o r e likely to be written or tell yo u. texted than spoken) 29 Formal and informal vocabulary: More formal vocabulary commonly involves longer words or words with origins in Latin and Greek. More informal vocabulary commonly involves shorter words, or words with origins in Anglo-Saxon. Most dictionaries indicate very informal and/or formal words. For example: Formal Informal commence start terminate end endeavour try 30 MODAL VERBS We often choose to use certain modal verbs to be more formal and polite: Can I suggest you try this new model? (neutral) May I suggest you try this new model? (more formal) Might I suggest you try this new model? (very formal) 31  Informal Formal say sorry apologize VERBS go up increase go d o w n decrease set up establish look at examine put off postpone, delay stand for represent point out indicate get obtain put up tolerate start commence keep retain free release s h o w up arrive 32 TRANSITIONS– Informal & Formal Informal Formal Anyways Nevertheless Plus/Also Moreover/ Furthermore But However So Therefore/Thus Also In addition, Additionally ASAP At your earliest convenience 33 LETTER EXPRESSIONS– Informal & Formal Informal Formal Hi Robert, Dear Sir or Madam Just wanted to let you know… I am writing to inform you… Love, Yours sincerely, Yours faithfully, Hope to hear from you soon I look forward to hearing from you You can call me if you need anything Please do not hesitate to contact me 34 6.1. Relative pronouns. 6.1.1. What is a relative pronoun? A relative pronoun is one which is used to refer to nouns mentioned previously, whether they are people, places, things, animals, or ideas. Relative pronouns can be used to join two sentences and they are used to introduce relative clauses. There are only a few relative pronouns in English. The most common ones are which, that, whose, who, and whom. In some situations, the words what, when, and where can also function as relative pronouns. 5 6.1.2. List of Relative Pronouns and examples Pronoun Use WHO people and sometimes pet animals WHICH animals and things THAT people, animals and things; informal WHOSE possessive meaning; usually for people and animals; sometimes for things in formal situations WHOM for people in formal styles or in writing; often with a preposition; used instead of who if who is the object WHEN time WHERE place WHY reason no relative pronoun when the relative pronoun defines the object of the clause 7 6.1.3. Relative pronoun WHO Who is used in relative clauses to refer to people, and sometimes to pet animals. It is used to introduce defining and non-defining relative clauses: I think there would be a lot of children who would love to have a climbing wall in school. (defining) That’s the dog who doesn’t like me. (defining) This guy at work, who’s one of my friends, has never been on a train. (non-defining) 9 6.1.3. Relative pronoun WHO Who can act as the subject or the object of the relative clause: She’s going out with a guy who’s in the army. (who refers to a guy and is the subject of is in the relative clause) The woman who I saw yesterday was Amy. (who refers to the woman and is the object of saw in the relative clause) 10 6.1.3. Relative pronoun WHO Who can be the complement of a preposition: It was Tom who Ian gave the keys to. (who refers to Tom and is the complement of the preposition to) The preposition goes at the end of the relative clause instead of before who: Of all my friends, she’s the one who I know I can rely on. Not: … the one on who I know I can rely. 11 6.1.3. Relative pronoun WHO We often use who with collective human nouns such as committee, government, group, panel, police or team: Mary phoned the fire brigade, who then alerted the police. Who is not used for things: There are some very good art books which you can get ideas from. Not: There are some very good art books who you can get ideas from. 12 6.1.6. Relative pronoun WHICH Which is used to refer to animals and things in both defining and non-defining relative clauses. We always use which to introduce relative clauses when they refer to a whole sentence or clause: You need to tick the box which says yes. (defining) He won’t have much time to prepare for the meeting, which is this afternoon. (non-defining) She had to walk to the other side of the room, which isn’t easy with a bad back. (which refers to the whole sentence before it) 17 6.1.6. Relative pronoun WHICH We use which or that, not what: Another activity which/that I have chosen is photography. Not: Another activity what I have chosen is photography. Which can be used as the subject or the object of the relative clause: The new sports complex, which will be built there, will provide facilities for cricket and soccer. (which refers to the new sports complex and is the subject of will be built in the relative clause) It was the same picture which I saw at the museum. (which refers to the same picture and is the object of saw in the relative clause) 18 6.1.6. Relative pronoun WHICH We can use which as the complement of a preposition: At the beginning of the academic course there is a reception at which you can meet staff and students.(which refers to a reception and is the complement of at) We can put the preposition immediately before the relative pronoun (more formal) or at the end of the relative clause (more informal). Compare: more formal more informal The poet knows himself to be separated I’ve never felt close to the from the community in which he grew up. community which I grew up in. 19 6.1.5. Relative pronoun WHOSE Whose is normally used as a relative pronoun to indicate possession. We use whose before nouns instead of a possessive expression (my, your, his, her, its, our, their, x’s) in defining and non-defining clauses: He’s marrying a girl whose family don’t seem to like him. (The family of the girl he’s marrying don’t seem to like him.) It is a Tudor house, whose sitting room looks out over a wonderful garden. (The sitting room of the house looks out over …) We can use whose + noun as the complement of a preposition: Kate, whose sister I used to shared a house with, has gone to work in Australia. (whose sister refers to Kate and is the complement of with) 15 6.1.5. Relative pronoun WHOSE more formal more informal Thomas Goldney III, in whose house several Thomas Goldney III, whose house several generations of students have now lived, was generations of students have now lived in, was described as ‘a very curious gentleman’. described as ‘a very curious gentleman’. 16 6.1.9. Relative pronouns: WHEN, WHERE AND WHY Pronoun Use Examples where places I know a restaurant where the food is excellent. (… a restaurant at which the food is excellent) when times There isn’t a day when I don’t feel tired. (… a day on which I don’t feel tired …) why reasons Do you know the reason why this bar is closed today? (… the reason for which this bar is closed …) 25 6.1.11. Relative pronouns: typical errors  We can’t use that instead of who, whom or which in non-defining relative clauses: It gives me a good chance to improve my German, which has become a little bit rusty. Not: It gives me a good chance to improve my German, that has become a little bit rusty.  We don’t use what as a relative pronoun: He can make himself easily understood in the two languages, which helps a lot. Not: He can make himself easily understood in the two languages, what helps a lot. 35 6.1.11. Relative pronouns: typical errors  We don’t use who for things: She’s written some great cookery books which have got pictures of delicious-looking recipes. Not: She’s written some great cookery books who have got pictures of delicious-looking recipes.  Take care to spell which correctly: not ‘wich’. 36 Defining Relative Clauses They tell which noun we are talking about: Example  I like the woman who lives next door (If we don't say ‘who lives next door, then we don’t know which woman we mean). Retrieved from https://englishfl3eso.wikispaces.com/Relative+Clauses 38 6.2.1. Defining relative clauses A defining or restrictive relative clause provides essential information about the noun to which it refers. It cannot be left out of the sentence without affecting the meaning. The underlined section in the sentence below is a defining relative clause. If it was left out, the sentence would not make sense: It reminded him of the house that he used to live in. It reminded him of the house. [which house?] 40 6.2.1. Defining relative clauses Let’s consider when the relative pronoun is the subject of a defining relative clause. We can use who, which or that. We use who for people and which for things. We can use that for people or things. The relative clause can come after the subject or the object of the sentence. We can’t drop the relative pronoun. For example: I’m looking for a secretary who/that can use a computer well. She has a son who/that is a doctor. We bought a house which/that is 200 years old. I sent a letter which/that arrived three weeks later. 41  (Retrieved from https://englishfl3eso.wikispaces.com/Relative +Clauses) 45  Non-defining Relative Clauses  They give us extra information about something. We don’t need this information to understand the sentence. Example  I live in London, which has some fantastic parks. (Everybody knows where London is, so ‘which has some fantastic parks’ Retrieved from is extra information). https://englishfl3eso.wikispaces.com/Relative+Clauses 39 6.2.2. Non-defining relative clauses A non-restrictive or non-defining relative clause provides information that can be left out without affecting the meaning or structure of the sentence. The underlined section in the following sentence is a non-defining clause. If it was left out, the sentence would still make perfect sense: The items, which are believed to be family heirlooms, included a grandfather clock worth around £3,000. The items included a grandfather clock worth around £3,000. 46  (Retrieved from https://englishfl3eso.wikispace s.com/Relative+Clauses) 48  1.-Forming adverbs a) Formed by adding -ly to an adjective: William had a sudden heart attack. (Adjective) William suddenly had a heart attack. (Adverb) Retrieved from https://www.iconfinder.com/icon s/88501/whiteboard_icon 3 (http://www.grammar.cl/Basic/Adverbs_Frequency.htm) 15 http://www.grammar.cl/Basic/Adverbs_Frequency.htm 16  Asking for something Speech-act theory was introduced in 1975 by J.L. Austin and further developed by J.R. Searle. 8 How to express requests in English Requests in English are usually made in the form of questions. When we make a request, we ask someone for something, or we ask someone to do something. Asking Saying Yes Saying No Can I...? Could I…? Could I possibly…? Yes, sure May I…? Yes, of course. Well, I’m afraid...+ reason Might I…? Yes, that’s fine. Well, the problem is... Is it all right if I...? Certainly. Sorry, but... Would it be OK if I…? Do you think I could...? Do/Would you mind if No, not at all. I...? No, of course not. 13 Asking others to do things 14 How to express requests in English Asking Saying Yes Saying No Can you...? Could you...? Yes, sure. Would you...? Yes, of course. Well, I'm afraid + reason Will you...? Certainly. Well, the problem is Is it all right if you...? Sorry, but... Do you think you could...? Do you mind -ing...? No, not at all. Would you mind -ing...? Of course not. 19  How to express refusal in English When we refuse a request, an offer or an invitation, we could follow the following tips for polite and diplomatic language when saying ‘no’: - Make a statement of regret: I’m sorry…, I’d really like to, but… - Explain why the answer is ‘no’: I’m really busy right now. Retrieved from https://www.iconfinder.com/icons/ 538846/disapproval_dislike_refus - Offer an alternative, if possible: I might be able to do it next al_rejection_thumbs_down_icon week. 20 That would be great, but …. That sounds great, but… I’d love to help you, but right now I’m really busy with… I really appreciate the invite/offer, but… Normally I’d be able to, but right now I have to… Thank you for the offer, but my schedule is full at the moment. I wish I could, but right now I need to focus on… I’m sorry I can’t that night. I have to… That would be great, but I’m already working on…. Sorry, I'm afraid I can't… Unfortunately now is not a good time for me…. Sorry, but I wouldn’t particularly like to… Thank you, but it's not my idea of a fun afternoon out I wish I could come, but unfortunately… Sorry, I'm not really fond of driving for the fun of it That’s very kind of you, but I really have to get back to the city. Thank you (thank you for asking, thank you very much, etc.) but, I I wish I could help you, but … have to... 22  How to express acceptance in English In order to accept something in English in a polite way we could use phrases such as: Question Acceptance FORMAL Would you like a piece of Thank you, yes, I would. chocolate? I’d love some, thank you! Would you like to come to my Yes, I would love to attend your party tomorrow night? party. Thank you for the invitation. Yes, that sounds like fun. Thank you Retrieved from for inviting me. https://www.iconfinder.co INFORMAL m/icons/1398913/check_c ircle_correct_mark_succe Do you want some chocolate? Sounds great. ss_tick_yes_icon Sure, thanks. Do you want to come to my party Sure, thanks for the invite. tomorrow? Sounds great! I'll be there. 23  12.1How to express Apologies and Complaints in English Complaints Expressions of displeasure or annoyance in response to an action that is seen by the speaker as unfavourable. The goal is to do it well so you get the solution you want. The essentials for complaining correctly in English are: - Using indirect language. Retrieved from - Keeping your voice calm. https://www.iconfinder.com/icons/ 1546561/behavior_business_com - Using modal verbs. plaint_consumer_customer_finan - Ending complaints with a question. ce_payment_icon - Explaining why you are upset/frustrated/angry. 3 - Explaining why you are upset/frustrated/angry. - “I am sorry to have to say this but…” - “Maybe you forgot to…” - “Excuse me if I am out of line, but…” - “Excuse me if I am overstepping my boundaries, but…” - “Perhaps there was a misunderstanding but…” - “I’m sorry to say this but I am really quite upset/angry/disappointed…” - “There appears to be a problem here…” - “I’m sorry but I’d like to make a complaint about…” - “How can we fix this?” - “How could we amend this?” - “Do you have any thoughts on how we could proceed?” - “Is there anything that can be done to improve the situation?” - “Could you help me with…?” 4  How to express Apologies and Complaints in English Apologies Responding to a complaint is a delicate situation that must be handled correctly. Steps for responding to complaints correctly: Retrieved from - Listening https://www.istockphoto. com/no/photos/im- - Apologizing sorry?mediatype=photo graphy&phrase=im%20 - Taking action sorry&sort=mostpopular - Following up 7 STEP 1: Listening Your customer is angry, upset, frustrated, mad, disappointed, etc. It is not fun, but it is necessary to listen. In English, we have several ways to show we are listening. In some cultures, it is normal to stay a 100% silent when you are listening to someone, but not in English. We can use small words and sounds to acknowledge their problem or show we understand and we care about the complaint, such as: - Uh-huh - Mhm - I understand… - Yes, I see… You can follow-up these words and filler sounds with these questions and comments to get the details of the problem and clarify: - Could you tell me a little more about why/how/what happened…? - Could you clarify what you mean when you say…? - Can you tell me exactly what happened…? - I’d like to summarize the situation to make sure I understand everything correctly. 8 STEP 2: Apologizing This is maybe the most important and most difficult step. The person that is offended wants an apology, more than anything, a sincere apology. Here are several common expressions we use in English to do that: - I’m really sorry to hear that. I understand how difficult/frustrating/disappointing that would be. - I sincerely apologize. We/I/The company would like to repair the damage (or resolve the situation). - I apologize for the inconvenience/the problem. - I’m terribly sorry. We will work to resolve the problem immediately. - I understand why you are upset/angry/frustrated. We are going to solve this as quickly as possible. - I’m really sorry. We’re going to take care of it right away. 9 STEP 3: Taking action - Let me talk with my manager to see what we can offer you to amend the situation. Would it be okay if I call you back in a few hours with a solution? - We will send a repair person immediately (or as soon as possible). Let me confirm your location. - I’d be happy to walk through all the steps you need to repair the issue. (Common for software problems or technical problems discussed over the phone) - We’ll issue a refund immediately to resolve the issue. - Let me check with the manufacturer (or the shippers or the programmers) to see what happened so we can fix this. I will get back to you as soon as I know what happened. - Let me review this situation so I can identify the best solution. I will get back to you within 24 hours. - Let me discuss this with my manager/supervisor/sale team and get back to you later today with a solution. 10 Step 4: Follow Up - I just wanted to follow-up with you regarding [the problem] – did the repairman fix the issue? - Did everything work out ok with [the solution to the problem]? I just want to make sure you are satisfied. - Was the problem resolved successfully? Is there anything else we can help you with? - Was everything satisfactory? Do you have any other concerns? - Please be sure to let us know how we can help you if any other issues occur. 11 How to express Compliments and Responses in English Keys to giving compliments Be specific when giving compliments Don’t overdo it Retrieved from https://www.iconfinder.c Use appropriate tone om/icons/2620520/empl oyee_graduate_job_see ker_unemployee_work_ icon Common Topics for Giving Compliments Compliments on performance, achievements, talents, skills, and/or abilities On appearance, style, or personal taste in possessions On personal qualities or personality characteristics Indirect Compliments 14  How to express Compliments and Responses in English Responses to Compliments Keep it simple. Resist the urge to deflect or reject a compliment. Acknowledge other people who deserve to share the credit. Return compliments sincerely, but not competitively. Accept and respond to compliments the first time that you hear them. 20  How to Express Invitations and Thanks in English When we give somebody an invitation, we ask if they would like to go somewhere or do or have something. We can use the formal phrase would you like (to) and the more informal phrase do you want (to). Examples: - Would you like to come to dinner on Friday night? - Do you want to go for a coffee? We can accept or reject an invitation. 21 Formal invitations - I was wondering if you would like to join us for a meal. Perhaps you would like to have dinner at my home. Perhaps you would like to come round for a meal. - We would like to invite you to dinner. - I thought you might like to try some of our local cuisine. - There’s a pretty good place you might like which specializes in steaks. 22 Informal invitations - Why not come round for a drink? What about going out for a meal? Why not join us for a drink? - Fancy going for a drink/ a meal? - There’s a really nice place just a few minutes from here/ round the corner. Shall we meet later tonight to discuss it over dinner? - Let’s discuss it later over a drink. 23 Accepting an invitation - That’s very kind of you. Thank you for inviting me. I’d like that very much. - I’d be delighted to come. - Thank you. That’d be very nice. I’ll look forward to it. - Yes, please. Thanks. - That’s/ What a good idea. That sounds good/ fun. 24