Practice your English A workshop for Librarians. Course outline. Exercise 1 taking details. Mark Edwards. Everyday tasks Taking personal details
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1 Practice your English A workshop for Librarians Mark Edwards KOMPETENZIA INTERNATIONAL Everyday tasks Taking personal details Writing s Ordering materials and books Sending reminders Course outline Practice with real-life, everyday situations Giving advice and help Joining the library Dealing with difficult situations Calming angry customers down Advanced Phrases Expressing complicated ideas in English Exercise 1 taking details 1
2 Exercise 2 - s - Greetings Dear Sir or Madam, Dear Mr Smith, Dear Dr Smith, Dear ProfessorSmith, Dear Ms.Smith, but NOT Dear Professor Ms Smith Dear Dr Ms Smith Dear John Smith Dear Helpdesk, Dear Team, Dear Library Users, Dear John, Hi John, Hi John! Hey, John! (American) John Mr Smith - Perfectly acceptable formal greetings. Ms, Miss or Mrs? It has gone out of fashion to use Miss or Mrs dependant on marital status. Ms is the usual form, pronounced mzz. However, some women choose to be addressed by Miss or Mrs. Use Ms unless they sign themselves `Miss Jones or Mrs Susan Jones, in which case, follow their lead. Itis perfectly acceptable to use group or departmental names. Less formal, but sometimes used evenwhere a personal relationship does not exist. Be prepared that English-speakers may move to first names far more quickly than in Germany. Only for use where a closer personal relationship exists. Beginning with just the name can seem rudeor that you are angry with the person you are writing to. s sign-off Regards, Best Regards, Warmest Regards, Best Wishes, Warmest Best Wishes, Note that the formis: Warmest best wishes, John Love, Lots of love, Withthanks for your kind assistance, With thanks, Manythanks, NOT Goodbye Greetings Yours sincerely, Yours faithfully Increasing levels of warmth from cool to very warm In English, we do not use the form: Warmest best wishes, Your John. Only for close friends and family Expressions of gratitude for sign-off Greetings is not really used in English, except at Christmas, in the phrase Season s Greetings. Yours sincerely or Yours faithfully are only used to sign off written letters sent in physical form. 2
3 s seasonal sign-offs Christmas Merry Christmas Season s greetings Happy Holidays (American) Best wishes for Christmas Warmest wishes for the holiday season Easter Happy Easter Best wishes for Easter Holidays Wishing you a relaxing holiday (break) Have a good holiday Have a great time! addresses easy-as-abc123.com onethreeseven/four.ac info@ioew-berlin.com new-dvd-releases.de nu-enn-jinn.co.uk xxy.jazzclubs.co.uk oldmacdonald@eieio.de Our business name is bright*cars peter_smith@ymca.com vw-minibus_sales.eu Find more under #deweydecimal onethreeseven/four.ac exercise 1 Supplier: Persimmon Books Contact: Steve Watson 10 Copies, Paperback Delivered within 4 weeks from today s date You met Steve Watson at the Hamburg Book Fair on 10. Okt last year. Remind him. He offered the library a 20% discount. Can you have it on this order? Exercise: Write an , making the above order. 3
4 exercise 2 Name Charles Witherspoon ID Number Adresse MozartStraße Berlin Resources out on loan Bleak House A Tale of Two Cities Pride & Prejudice (CD) 10 days overdue REQUESTED BY ANOTHER USER 10 days overdue 10 days overdue Exercise: Write an , explaining any fees to pay, possible renewal processes and recalling Bleak House. exercise 3 Name Hilary Harkington Titles Herr Frau Dr Prof. ID Number BOOK RESERVATION Bleak House No. of copies held by Library: 1 Author: Charles Dickens Status: OUT ON LOAN - OVERDUE (Charles Witherspoon) Exercise: Write an , confirming the reservation, explaining the status and confirming that you will let her know when she can collect. Speaking practice Everyday English for Customer care 4
5 Dealing with angry customers Key techniques Don t take it personally! Stay calm yourself: Do not argue back Talk more quietly Try to slow your own speed down Be careful of your own gestures Acknowledge the problem Do not interrupt- let the customer finish Take a small pause Repeat back the problem and summarise Key techniques Accept the blame, apologise and inform Even when it is not your fault, or the library s. I m sorry you are unhappy. Let s work together to turn things around. I m sorry you didn t receive the book that you ordered on time. Let me find out if there is anything I can do now to move things on for you. I m sorry you are so frustrated. I understand why you might feel like that, and I will do my best to help you. Develop a solution together Create an action plan so that the situation doesn t happen again Thank the customer for pointing out where you can improve your service Afterwards - Release the stress 5
6 Advanced Phrases Itismoreimportanttotrytocommunicate andhelptheuser-eachworddoesnot need to be perfect. A smileisworthonehundredperfectlyformed sentences! Thank you 6
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