Viết 4 bùi thị ngọc oanh (năm 2015)

Viết Họ tên: Bùi Thị Ngọc Oanh Chức danh, học vị: GV -ThS Điện thoại: 0903544668 Email: bngocoanh2001@yahoo.com Phân bổ số tiết cho hình thức dạy - học Lên lớp Chủ đề Lý thuyết Bài tập Thảo luận Thực hành, thực tập Tự nghiên cứu Tổng Giới thiệu môn học Chủ đề 1 1 10 20 Chủ đề 1 10 20 Chủ đề 2 14 28 Chủ đề 2 12 18 Mục đích Năm Nhà Tên tác giả TT Tên tài liệu xuất xuất bản Cambridge University Cambridge Certificate in advanced 2008 Cam Press English Địa khai thác tài liệu sử dụng Học Tham khảo × bridg e Univ ersit y Press Nick Kenny & Jacky CAE Practice Tests Newbrook Mark Harron 2008 Long × man Practice Tests 2008 Oxfo × rd Longman Advanced American Long Dictionary man x Điểm đánh giá TT Trọng số (%) Điểm kiểm tra kỳ 40 Điểm chuyên cần/thái độ 10 Thi kết thúc học phần: 50 - Hình thức thi: viết Đề đóng How to write a leaflet/ brochure Group discussion: • What’s the content of the leaflet? • What about the style? Language? Colour? Design? • Summarize the main points Leaflets • Write at least paragraphs: Introduction/ main body/ conclusion • In the main body, you can use headings & bullets 10 V Recommendations -most important part: purpose: to solve problems/ take advantages of opportunity - Make suggestions • In the light of these conclusions, I recommend that _ should be • In addition, a _ could 73 How to recommend? • Cost/ benefit analysis • Opportunity cost (facilities/ staff/ money) • Problem analysis (5 “Why”) • SMART recommendations Specific Measurable Achievable Result-oriented Time-bound 74 Recommendations • Cost/ benefit analysis - How much it will cost & save? SMART: Specific Bad examples: - We should increase sales - We should take appropriate measures to increase staff satisfaction so as to increase morale Good examples: - We should increase sales through a marketing campaign - We should improve staff morale by setting up a suggestion scheme, then rewarding and implementing good suggestions 75 Recommendations SMART: Measurable Bad examples: - We should increase sales - We should take appropriate measures to increase staff satisfaction so as to increase morale Good examples: - We should increase sales by spending 10% more on advertising According to our experience with our recent advertising campaigns, this will generate an extra 15% in sales - We should improve staff morale by increasing the pay increment for each additional year of service This would discourage staff from leaving Although this would cost more, we would save money overall by doing less 76 recruitment and training for new staff Recommendations SMART: Achievable Bad examples: - We should re-train all sales staff -We should offer the customer a 20% discount on all future orders Good examples: -We should re-train sales staff who consistently not meet sales targets - We should offer the customer a single-use voucher worth 5% of the price of the faulty goods 77 Recommendations SMART: Result –oriented Bad examples: - We should fire the salesperson (This would not solve the underlying problem of allowing untrained staff to serve customers.) Good examples: We should set up procedures so that new salespeople are not allowed to serve customers until they have finished their training, and new salespeople should always be accompanied by an experienced sales person for the first month of their service 78 Recommendations SMART: Time-bound (realistic deadlines for completion of suggestions) Bad examples: - The salesperson should not serve customers Good examples: - Salespeople should not serve customers until they have finished their training 79 V Recommendations Recommendations Due to the customer complaint and the lack of guidelines to prevent untrained sales staff from serving customers, the following recommendations are made concerning compensating the customer, staff training, monitoring new staff, and revising the guidelines 5.1 Compensation Given that the customer has justifiably complained, we should give him his money back, and, to maintain goodwill, give him a single-use voucher worth 5% of the price of the original goods to encourage him to continue his relationship with our company 5.2 Staff Training In the light of the customer's complaint that our salesperson recommended the wrong product to him, we should ensure that all sales staff complete their product training before serving customers This guideline should be in our staff manuals and procedures 5.3 Monitoring New Staff In order to reduce the possibility of new salespeople making incorrect recommendations to customers, they should always be accompanied by an experienced salesperson for the first month of their service This guideline should also be in our staff manuals and procedures 80 V Recommendations Problem analysis - Solve results of problem & root cause of problem - Ask “Why” 81 Why did the customer complain? Because the salesman sold him an unsuitable product Why did the salesman sell the customer an unsuitable product? Because the salesman did not know that the product was unsuitable Why didn't the salesman know that the product was unsuitable? Because he hadn't finished his product familiarisation training Why was a salesman who hadn't finished his product familiarisation training serving a customer? Because our guidelines not forbid it Why don't the guidelines forbid it? Because we hadn't had this problem before, and we cannot predict every problem V Recommendations • In the light of + the customer's complaint, we should ensure that • In view of + the salesman's lack of product knowledge (noun phrase), we should ensure that • Given that / Due to the fact that / In view of the fact that / Since + the customer complained about the service (clause), we should ensure that 83 V Recommendations Grammar: - “should”, “could” I suggest that we should change our procedures It is suggested that we should change our procedures Sales staff should have completed their training before they serve customers Experienced sales staff could be requested to monitor new staff - would or will if you are very confident This will increase sales 84 Exercises Write a report of the shopping facilities in your own town Include comments on variety, prices, opening hours, services, payment procedures (This report will be read by foreign tourists) Write a report on the educational facilities available to you at your place of work, for the benefits of future colleagues Write a report on the recreational facilities available to you at your place of work, for the benefits of future colleagues 85 Exercises Write a monthly report on the work your have finished to your boss Write a report on the nature of your present job: the tasks involved, the skills required, the sources of problem, and the amount of satisfaction possible; comment on the nature of the human relationships in the job Write a report on an evening course you’ve done in any subject 86 • Write about an A4 page (around 250 words) on either or both of the following Incorporate a few report format techniques, then seek an opinion from your teacher • Report on a successful business you have dealt with in your community From what you know about the business, discuss what factors you think may have contributed to the success of the business over the years • Describe how you would explain the term "business" to another senior non Business Studies student who has asked you "What is business?" 87 ... 8231 La Junta Way Oxnard, CA 91 344 Dear Sirs, I recently bought three packages of Juan’s taco shells from your local grocery store …… Sincerely, Mark Martin 44 Dear Sirs, I recently bought three... Autumn catalogue and would like to order 100 A4-size Mini-grip plastic bags You enclose a $11.80 cheque Begin with: 46 , Manor Way Warwick, Warwickshire, CV 14 5BS The sales manager, Transatlantic plastics... of apology Letter of complaint 30 Paper & Pens Fancy Stationary 123 High Street Wembley Tel: 40 0-9 945 May 3rd Dear Mrs Pemberton, Thank you for your recent order I am pleased to inform you that