Business English Class Upper-Intermediate Level (8 Students)

Listening Comprehension: "Shipment Problems" from International Business English

1. Listening comprehension (2 times)

2. Comprehension check

II

Break into 2 groups to brainstorm and write a list of possible problems with your supplier

1. Have each group choose what they feel is an important and or regularly occurring problem
2. Ask groups to write a quick outline of the problem

III

Have one group generate vocabulary and structures used when complaining, ask the other group to
generate vocabulary used when responding to complaints

1. Have two groups write their generated vocabulary on the board

2. Ask for further vocabulary and/or structures that the opposing group may have missed

IV

Ask groups to compose a letter of complaint about the problem they have previously outline

1. Have groups exchange finished letters. Each group should proceed by first reading, then
correcting and finally, responding to the letter.

Collect student letters and correct reply by pointing out which types of mistakes have been made (i.e.
S for syntax, PR for preposition etc.)

1. While correcting the letter have groups mix and discuss their responses to the problem
2. Redistribute corrected letters to original groups and have students try to correct their letters
using the cues given by the correction

Follow up would include a written assignment of writing a letter of complaint. Students would then
once again exchange letters read, correct and reply to the complaint. In this manner, students would
continue working on this specific task over a period of time thus enabling perfection of the task
through repetition.

The above plan takes the rather common task of complaint and reply in the business setting as the
central focus for comprehension and language production skills. By introducing the subject through a
listening, the students are passively encouraged to begin thinking about their own problems at work.
Progressing through the spoken production phase, students begin to consider appropriate language for
the task at hand. By focusing on specific problems at their own company, the students interest are
engaged thereby ensuring a more effective learning environment. Students begin to consider
appropriate written production by writing an outline.

In the second part of the lesson, students focus more specifically on the appropriate language for the
task of complaining and replying to complaints. They reinforce their reading and spoken knowledge of
the vocabulary and structures by commenting on the other groups production at the board.

The third part of the lesson begins to develop the actual written production of the target area by group
work. It continues with reading comprehension by the exchange of letters and further review of the
structures by group correction. Finally, written production continues to improve by writing a response
to the letter that they have read and corrected. Having first corrected the other group's letter, the
group should be more aware of proper production.

In the final part of the lesson, written production is further refined by direct teacher involvement,
helping the students to understand their mistakes and correct the problem areas themselves. In this
way the students will have completed three different letters focusing on specific work related target
areas that then can then immediately use at the work place.

EFFECTIVE BUSINESS WRITING SKILLS LESSON PLAN

Teaching Materials

One copy of text and exercise sheet per student (see below)

Lesson - Effective Writing Skills for Business

Board or Flip Chart

Method:

1.Introduce the topic by explaining that good writing skills are essential in business.

2. Have the students read the text.

3. Distribute the exercise sheet and have students work in pairs on each task.

4. Check answers where appropriate.

5. If a follow up assignment is permitted, ask class to write a letter of complaint to a hotel manager
about a hotel room that was dirty, poor service and mistakes in the reservation.
Lesson Excerpt:

People are bombarded with information nowadays. If you want somebody to take note
of a memo, letter, email, fax or report you have written, you need to ensure that the
quality of the writing is such that the people it is destined for will feel compelled to read it
through. This means you have to bear in mind the needs of the reader, organize the
material logically, write concisely and unambiguously and eliminate typing, spelling,
punctuation and grammatical errors. If you can also write in a lively manner, then that is
an added bonus for the readers.

Before embarking on a writing task, think of your reader/s. Ask yourself why you are
writing to them (the aim of your writing: informing, persuading, complaining etc.); what
you want to tell them. Focusing on your reader/s will also help you determine the style
of your writing: should it be formal, casual, technical, personal, objective, serious, or
witty? Your readers’ status will have a bearing on such decisions: are they above or
below you in the company hierarchy, are they peers? Giving consideration to your
readers will also help you decide what to include: you should assess what they already
know and what you need to tell them.
Instructions
1
Learn the structure of a business letter. Structure is different from the format. Format applies to
the aesthetic part of the letter, while structure refers to the content itself. Business writing is
usually straightforward and generally includes the main gist of the piece in the first few
paragraphs. Business writing also includes situational examples in the body of writing and steps
to follow towards the end.

2
Become familiar with the tone used in business communication. Learning business
communication is like learning a second language. You will increase fluency the more you read,
the more you used it and the more you surround yourself with people who are using it. Get
insights in the workplace by paying attention to how people communicate.

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3
Know how to format the piece of writing depending on purpose and recipient. Appropriateness is
not limited to content, because format is also important however superficial. Formatting a piece
of writing allows it to meet certain standards, which is essential in establishing formality and
structure. Include dates, titles, recipients, applicable addresses and other important information.
Some also gives a piece more visual appeal by incorporating different elements such as
pictures, diagrams and charts. A word processor is needed to format the letter easier, since
programs include wizards that guide you through the process. You can also adjust document
and printer settings to achieve the format you want.

4
Use examples of business documents such as memos, reports and correspondence and
analyze how they are written. In order to become an expert in business writing, it is essential to
be exposed to different kinds of work that have been published before. Analyzing certain
documents and understanding the purpose of each piece also allow one to be more critical of
one's work.
Apololgy and replacement of Damaged Goods

Dear

It was distressing to learn that the chocolate we shipped

to your firm last week arrived in bits and pieces. Per
your request, a new shipment for 30 lbs. left our dock this
morning and is scheduled for afternoon delivery to you on
May 26th. Please turn over the damaged goods to the driver
at the time of deliver.

I am sorry that this unfortunate incident occurred and

sincerely appreciate your continued patronage.

Apology for Poor Service Rating on Customer Questionnaire

Dear

Thank you for taking the time to fill out our questionnaire
during your stay with us. We do appreciate hearing from
our customers, as their comments are vital for us to
continue improving our accommodations.

The problems that you mentioned have been brought to the

attention of our housekeeping department. While the lack
of service you experienced is unusual and not the standard
of our motel, there is no excuse for a lackadaisical attitude
on the part of any of our employees. We are sorry for the
inconvenience and annoyance this incident caused.

Thank you again for your comments. We hope that you will
give us another chance to serve you.