ENGLISH COURSE 3 rd YEAR Academic year 201718

ENGLISH COURSE 3 rd YEAR Academic year: 2017/18 – winter semester Lecturer: Sanda Katavić-Čaušić, MSc

. . . only for the purpose of the English course

COURSE SPECIFICATIONS COURSE TITLE: ENGLISH 5 PROFICIENCY LEVEL: Intermediate NUMBER OF ECTS CREDITS: 5 TARGET GROUP: 3 rd year students – undergraduate programme DURATION: 1 semester (winter) NUMBER OF LESSONS WEEKLY: 1 lecture and 2 practical exercises LOCATION: Lecture room 14 TIME: 18. 20 – 20. 45 (? ) COURSE FOCUS: the course aims at preparing students for effective business communication when telephoning, taking part in discussions and meetings

COURSE LITERATURE: Contents: Unit 1: Introduction Unit 2: Preparing to make a phone call Unit 3: Starting a call Unit 4: Ending a call Unit 5: Tpical phrases on the phone Unit 6: Connecting people Unit 7: Messages Unit 8: Communication problems Unit 9: Formal and informal conversations Unit 10: Active listening skills Unit 11: Making arrangements Unit 12: Dealing with complaints Test yourself Appendix: GRAMMAR OVERVIEW

STUDENTS’ OBLIGATIONS • ATTENDANCE: min 70% of total number of classes (9 times) – 9 times – good (3) – 10 -11 times – very good (4) – 12 -13 times – excellent (5) • MINI PRESENTATIONS (5 -7 min) – texts from the coursebook (2 -5 slides with key words) + a selected youtube video • POSTER – class groupwork • IT lab work – research & creation of a phone sites database • QR code – audio recording of phone conversation: ROLE PLAYS • Video ad for the course • Final written exam – texts, vocabulary, telephoning phrases & grammar – last session in the semester (30 January, 2018? ) • Final oral exam – if needed

TOPICS FOR PRESENTATIONS Unit 2: Preparing for making aphonee call Presentation 1: Advice on tel techniques Presentation 2: Planning telephone calls Unit 3: Starting a call Presentation 3: Using first names Presentation 4: Checklist: Starting a call Unit 4: Ending a call Presentation 5: Things never to say on a business call Presentation 6: Checklist: Ending a call Unit 5: Typical phrases on the phone Presentation 7: Cell phones: Needless or necessary Presentation 8: Checklist: Typical phrases

Unit 6: Connecting people • Presentation 9: 6 ways to take the chill out of cold calling • Presentation 10: Small talk • Presentation 11: Checklist: Connecting people Unit 7 : Messages Presentation 12: 7 voice mail secrets to get a call back Presentation 13: Business voice mail etiquette Presentation 14: Checklist: Message Unit 8: Communication problems Presentation 15: Getting people to slow down + Telephoning in difficult conditions Presentation 16: Checklist: Answering the phone

Unit 9: Formal and informal conversations Presentation 17: Telephoning across cultures (+ Body language even on the phone) Presentation 17: Checklist: Formal and informal conversation Unit 10: Active listening skills Presentation 18: Get active with your listening & active listening skills Unit 11: Making arrangements Presentation 19: Improve your telephone skills Presentation 20: Checklist: Making arrangements Unit 12: Dealing with complaints Presentation 21: Dealing with complaints Presentation 22: Checklist: complaining and dealing with complaints

HOLD THE LINE - meaning Definition by Collins English Dictionary a. to keep a telephone line open b. football to prevent the opponents from taking the ball forward c. (of soldiers) to keep formation, as when under fire

Business dictionary definition of telephone TASK: Complete the definition below with the correct form of the following words: mobile, convert, networks, communication, cell, consist, utilize, advancement, date back, require, device. Device that _____ sound and electrical waves into audible relays, and is used for ________. The telephone ______ of two essential parts; a microphone and a speaker. This allows the user to speak into the ______ and also hear transmissions from the other user. The invention of the first telephone _______ to 1896. Some of the first telephones _________ an operator to connect calls between users, but with the ________ of technology, calls are now connected automatically. Telephones formally _______ analog signals to transmit sounds, but most calls are now placed over digital ________. Telephones are made in a variety of forms, including a subset of the device called a _____ phone or ______ phone.

ABOUT THE PHONE HISTORY. . . TELEPHONE HISTORY

INVENTION OF THE PHONE ALEXANDER GRAHAM BELL (1847 -1922) -1876 invention of the first successful telephone - March 7, 1876 the telephone was patented as an apparatus for transmitting vocal or other sounds telegraphically

• March 10, 1876 - the very first phone call • Alexander Graham Bell and his assistant Thomas A. Watson ALEXANDER GRAHAM BELL VOICE

. . . MORE INTERESTING FACTS ABOUT TELEPHONES • ‘AHOY’ was the original telephone greeting Alexander Graham Bell suggested ‘ahoy’ (as used in ships), but was later superseded by Thomas Edison, who suggested ‘hello’ instead

• The origin of the phrase ‘to put someone on hold’ is attributed to Alexander Graham Bell when he handed over his telephone instrument to his partner Mr Watson saying, “here, hold this”.

• Bell’s patent for the telephone was modestly titled ‘Improvement in Telegraphy’.

• as a tribute to Alexander Graham Bell when he died in 1922, all the telephones stopped ringing for one full minute (14 million telephones in US and Canada were affected)

FACTS ABOUT MOBILE PHONES

CONTACT INFORMATION E-mail: sanda@efos. hr OFFICE PHONE: 031/22 44 45 OFFICE: 65 (new building, 2 nd floor)