Think of a good communicator you know (famous or not). Why are they good at communicating?
Slide 5 - Slide
Time for speaking ;)
Now think of a bad or poor communicator you know.
Why are they bad? What advice would you give to them?
Slide 6 - Slide
Listen to the first part of an interview with Alastair Dryburgh,
an expert on communication. Does he think technology makes good
communication easier?
What four key points does Alastair make about
communication?
Slide 7 - Slide
Listen to the final part, where Alastair is describing a bad customer
experience. What mistakes did the company make, and how could they have improved the customer experience?
Slide 8 - Slide
Listen to the second part of the interview. Alastair gives an example
of a company which has used technology to change the way it communicates with customers. Give reasons why it communicates well.
Slide 9 - Slide
Time for speaking ;)
Discuss an example you know of a company which communicates well with its customers or a company which communicates badly. What advice would you give to the bad communicator?
Slide 10 - Slide
What are the advantages and disadvantages of using e-mail?
Slide 11 - Slide
Slide 12 - Slide
Read the article and list the advantages and disadvantages of using e-mail. Does the writer mention any that you listed in Exercise B?
Slide 13 - Slide
Time for speaking ;)
Slide 14 - Slide
Slide 15 - Slide
Slide 16 - Slide
Time for speaking ;)
Slide 17 - Slide
Listen to a telephone conversation between Bernard Klebermann and Koichi Sato.
Which of the problems mentioned in Exercise A do the speakers have when communicating?
Slide 18 - Slide
Listen to the same two speakers in a similar conversation.
Explain why the second conversation is better.
Slide 19 - Slide
Match each extract in Exercise D to the situations you discussed in
Exercise A. Two of them correspond to the same situation.
Lesson duration is: 90 min
