Exercise: Countable and Noncountable Nouns Fill in the blanks with the appropriate article if one is needed. Though you can make decision on purely economic grounds, buying computer is often more like joining religious cult. Buy Apple, for example, and almost by default you join Apple chairman Steve Jobs in his crusade against IBM. Every machine has its "users' groups" and band of loyal enthusiasts who tout its merits. That makes it all more difficult for uninitiated to decide what machine to buy. Students have huge advantage, however. The computer companies are so eager for students' business (it builds "brand loyalty") that many offer huge discounts. In the past six months, IBM, Apple, and others have brought out new computers, and fierce competition has forced prices down. Also, time is on your side: next year at time you'll have even more choice and more computing power and features for same price. On other hand, this will probably be true for many years. So for those who need or want computer now, it's a great time to buy one.
Answer: Countable and Noncountable Nouns Though you can make the decision on purely economic grounds, buying a computer is often more like joining a religious cult. Buy an Apple, for example, and almost by default you join Apple chairman Steve Jobs in his crusade against IBM. Every machine has its "users' groups" and a band of loyal enthusiasts who tout its merits. That makes it all the more difficult for the uninitiated to decide what machine to buy. Students have a huge advantage, however. The computer companies are so eager for students' business (it builds "brand loyalty") that many offer huge discounts. In the past six months, IBM, Apple, and others have brought out new computers, and the fierce competition has forced prices down. Also, time is on your side: next year at this time you'll have even more choice and more computing power and features for the same price. On the other hand, this will probably be true for many years. So for those who need or want a computer now, it's a great time to buy one.
TOPIC PREVIEW: Customer Service Is customer service important to you as a customer? DIALOGUE: Cathy: When buying something, I really love being treated in a very special way by a company. Mike: Cathy, I know exactly what you mean and I cannot agree with you more. Cathy: Yes, when I go into a shop I like it when a staff member politely opens the door and offers to help me. Mike: Absolutely. I totally agree and think that customer service is so important. Cathy: Also, employees spending time to patiently explain how to use my new phone or computer is better service than making me read a Users' Manual. Mike: These types of great services can bring more customers and higher profits. Cathy: Too many people just focus on the product and making money. Mike: I know, but they do not always realize that customer service can also lead to making more money too.
Customer Service Several times there is something quite unique that is much more important for a successful business than the location of a company, the product that is sold, or the price that is offered. This very crucial part is known as customer service. It can either make a company a cut above the rest, or possibly lead to its downfall. In the past, it seemed that a lot of workers used to go out of their way to please each one of their customers. For example, when consumers visited petrol stations several years ago they would have their gas tanks filled, oil checked and windshield cleaned. Now, though, these same people are lucky if they do not have to do all of the chores by themselves. Also, when citizens needed groceries many years ago they were sometimes delivered to their house. Or, if they went to the supermarket then the items were put in bags and carried to their cars for them. However, those days are over now as many places just tally the cost that you should pay before leaving. Although customer service has been deteriorating in some ways lately, in other ways, through technology, it has also been improving quite a lot. For instance, an Automated Teller Machine (ATM) allows people to withdraw or deposit money 24/7. In addition, people no longer have to always go into a restaurant to order their meal. Now drive-thru windows provide much more convenience for customers. Efficient customer service might honestly be for the real and sincere pleasure of helping others. However, the true motives might actually be to receive some more business through repeat customers and word of mouth. Whatever the case, the service should be great and the customers must not take it for granted and appreciate the effort.
VOCABULARY: unique downfall chores tally deteriorating *Special or different -The unique marketing idea helped to sell many products. *Loss of success, failure -The manager was unfair to women and that caused his downfall. *Regular and routine tasks (eg. washing the dishes) -It took three hours to finish the chores. *Count, add together to reach a total -I must tally the number of units sold each day. *Decreasing in quality, becoming worse -Our product was deteriorating so we made a new model and improved it. withdraw or deposit*take out or put in -When I go to the bank, do you want me to withdraw or deposit money for you? motives *Reasons someone did something -His motive for helping you was so you could help him later. repeat customers *Customers who return and want to do more business -If people like our company, we will have repeat customers.
EXPRESSIONS: a cut above the rest go out of their way *Better than average, better than the rest -High quality goods make the company a cut above the rest. *Inconvenience themselves, really try hard -Employees should really go out of their way to help customers. 24/7 *Twenty-four hours a day, seven days a week; all the time -I must work 24/7 until I fix the computer problem. word of mouth take it for granted *Information being spread by people talking to each other -By word of mouth I heard about the big sale. *Assume, expect -A boss should never take it for granted when employees work OT. Tom Wujec: Build a tower, build a team Amy Cuddy: Your body language shapes who you are
THE 5-PART INTERVIEW The interviewee must become a sales person. The interviewer is the buyer. They want to see if your talents meet their needs for the job. Sell yourself! The interview is when you want to tell the employer about your strengths, skills, education, and work experience. Know yourself and positively sell your strong points. The interview process has five distinct parts. 1. BEFORE THE INTERVIEW a) Do your homework! Learn as much as you can about the company before the interview. Do some research and find out what services/products the company provides, how long they have been in business, etc. b) Know where you are going. Go to the interview location a day or two before the interview. c) Arrive 5-15 minutes early. d) Be prepared when you go to the interview. Bring extra copies of your resume, your portfolio, a notepad with some questions prepared for the interview, and a pen. e) Dress for Success! f) Prepare a list of questions in advance. Prioritize your questions so you ask the most important questions first in case you run out of time. 2. THE START OF THE INTERVIEW (BEGINNING) a) Inform the secretary that you have an interview. b) When you meet the interviewer, look straight into his/her eyes, shake hands, introduce yourself, smile, be confident, and wait until you are offered a seat. c) DO: Have good posture, be friendly, and smile naturally.
d) DON T: Smoke, chew gum, curse, slouch, fidget with anything. 3. THE INTERVIEW (MIDDLE) a) Always face the interviewer with good posture and body language. b) Stay positive with your attitude and your answers. Let the interviewer know about the skills, knowledge and experience that make you a qualified candidate. Know your resume and portfolio well and be prepared to answer questions about them. c) Don t be a know-it-all! Express your willingness to learn! d) Be honest with all answers. Experienced interviewers can see right through little white lies. e) Be thorough with your answers. Never answer with just a yes or no. Always provide explanations and examples. f) If you don t understand the question, ask the interviewer to explain. g) Pay close attention to what the interviewer is saying. h) Organize your thoughts before speaking. Feel free to think for a moment about tough questions. Silence is not a bad thing as long as you do not take an excessive amount of time. i) Watch for illegal questions, such as information about your age, religion, race, ethnicity or marital status. j) DON T: Criticize former employers, co-workers, or school personnel or discuss personal issues.
4. THE INTERVIEW (END) a) Ask the job-related questions you prepared for the interview. b) You may be offered the job immediately. In that case, you should ask about specific salary, benefits, and work hours. You do not have to give them an immediate answer. Ask for a day to think about it. c) If you are told you will be contacted, ask about how long it will be. d) Make sure the interviewer knows how best to contact you and that you are available for any additional information that may be needed. e) Thank the person for the interview and their interest in you as a potential employee. Shake hands firmly as you are leaving. 5. THE FOLLOW-UP a) Send the interviewer a thank-you letter soon after the interview. b) Call the company about a week after the interview to find out if they have made a decision. If they have not, find out when they expect to have a decision.
REVIEW:
Top 10 Questions Interviewers ask: 10. What are your greatest strengths? 9. Tell me about your education. 8. What will previous employers tell me about you? 7. What type of people do you find difficult to work with? 6. What is your greatest accomplishment? 5. Tell me about you. 4. Who was the best boss you ever had? 3. How would you describe your work style? 2. What are your greatest weaknesses? 1. Do you have any questions for us?
Interview Assignment Explanation You will pick a partner and create, and perform, two mock interviews. Who?: You will be in teams of two. Your partner is your choice. If you don t know anyone, I will help you find a partner. Time: You will sign up for your interview time. Remember your time and DON T BE LATE. Location: Classroom Day: October 17th Time Length: about 3 minutes each, 6-7 minutes total Material: Create questions and answers similar to a real interview for a non- specific job. For both interviews the interview questions can be the same, if you want, but answers should be different to reflect the individual person. You can bring a piece a paper with your prepared questions on it but not the answers. If you want, feel free to add illegal questions and show your response. Feel free to end the interview however you like (receive the job immediately, or say there will be a phone call etc.) but make sure to act accordingly. Evaluation: How well you perform your interview such as: Are the questions realistic? Are you on time? Do you keep it under 7 minutes? Are the answers communicated well and have good length and content? Does the interviewee greet the interviewer, shake hands, and wait to be seated? Does the interviewee seem friendly, honest, interested, enthusiastic, relaxed, confident, well- prepared, well- dressed, keep eye- contact, and have nice posture and good body language, speak clearly with good volume? Does the interviewee thank the interviewer and shake hands again? Does the interviewee prepare 1-2 relevant questions to ask the interviewer?