Business English Syllabus

SN	Text and Activities	Materials	Time
1.	Home Work Presentation: Group E (3 pairs should do role play) Conversation script (interview with a librarian) Reporter: good afternoon everyone! This is Eva from Career Magazine. We are so happy to have Maggie today sharing about her job as a librarian. Welcome, Maggie. Could you tell us why you want to be a librarian in the first place? Maggie: well….I think the main reason is that I can learn something everyday in the library. I’ve booked psychics, mountain climbers, and rock musicians, for programs. If the new books don’t excite me, the new technologies do. I sometimes use new technologies to help people gather information. Reporter: How do you like your working environment? Maggie: very much. In a library, you’re clean, dry, warm, and working with people who are generally happy to be there. And also, coworkers are cool. Most of them have different working experience in other areas. I know librarians who were truck drivers, teachers, and factory workers before. Reporter: It sounds to me that you quite enjoy in it. What do you like best of your job? Maggie: I liked being able to help people in such a friendly hands-on environment. People say "thank you" each and every day because you’ve helped them find something that will really help them. Reporter: We really learn a lot today. Thank you for your sharing!!	No material *(Don’t look at the script)	15 minutes
2.	Customer or Profit? Profit is the difference between the income of the business and all its costs/expenses. It is normally measured over a period of time. A business can work out how what volume of sales it needs to achieve to cover its costs. This is known as the break even point. Businesses depend on satisfied customers to buy goods and services on a regular basis, not just once. In a competitive business environment, unhappy consumers can find other suppliers. If someone doesn’t get the help he wants, he can complain to friends hurting the store’s reputation. Business owners definitely want to get a profit. Profit is their income, profit keeps workers employed and businesses growing. However, if a business is only interested in short term profits, it will not survive. Look at businesses in our economic systems: how businesses are organized, how business decisions are made, and importance of competition. Businesses are only interested in making a profit. All they really want is a higher commission. New concepts that give too much control to the consumer need to be carefully tested and monitored. Many companies who have tried this have found the concepts fail due to lack of consumer connection and resulting sales. The following points will help you when dealing with difficult customers. 1. Let the customer vent.2. Avoid getting trapped in a negative filter.3. Express empathy to the customer.4. Begin active problem solving.5. Mutually agree on the solution.6. Follow up.	Pictures of a shop or super market with people - customers and shop keepers	10 minutes
3.	1. "THE CUSTOMER IS GOD AND THE MARKET DECIDES EVERYTHING" - This banner, in Chinese, hangs in each room of the Hua Xin Li Dress Co., Ltd., amidst the Rongcheng Industry Zone, 100 miles from Beijing. Do you agree with the ideology that customer is god? Can it give your business booming? Pair Work: Discussion 2. If you were business owner, what would you concern the most - customer or profit? Give the best opinion. 3. Are businesses only interested in making a profit? What would be the result if profits were the only motive? 4. Where would businesses be without consumer? Can a business owner prosper without customer? 5. How do you understand doing business - making profit or making friend with customers? Are there any other things you can think of, businesses should concern about ? 6. How would you deal with unhappy customers and difficult customers? Give detail about what you think. 7. Do you want to be a millionaire? What kind of business can lead you to become a millionaire in your own imagination? 8. Have you ever met any dissatisfied customer? How would you deal with such customer? Will you drive such customer away or nod your head and say nothing?	Mistakes correction sheet for checkers	15 minutes
4.			5 minutes
5.	Listening Practice: UNIT 2: Part 3, 4 & 5. page 23-28. Listen to the tape. Exchange books with a partner and tell how many mistakes your friend makes and give marks accordingly. Listening skill test will give you 15 marks. One mistake will make you loose 1 mark.	Tape player and cassette.	30 minutes
6.	Give home work. Ask Ss. whether they want to change the lesson.		10 minutes