In each of the numbered sentences (1-5) there is one word which is wrong. Circle the mistake and write the correct word at the end of the line.

Here is some advice about making a presentation.

1. Remember to front the audience at all times. Don’t turn your back on them. …………

2. Try to make eye contact with some of the participants as you speak. …………

3. Use jesters to stress key points but don’t wave your hands around. …………

4. Control any manners you may have. They will distract the audience. …………

5. In my sight, the most important thing is to speak clearly.

…………

11. Imagine you are a Customer Support Manager. Complete this short presentation to your staff with these ‘signposting’ words or phrases. Check your answers below.

 

A to sum up B let us now turn C during D as you may know E firstly H secondly

I finally F this means G on the contrary J on the other hand

 

There are three key groups we need to take care of - and the first of those is the customer, the second is the customer and the third is the customer!

1. the next five minutes I will outline three reasons why we need to re-focus on our customer care programme.

2........, we know that a dissatisfied customer never buys from us again.

3........, if we address the customer’s complaints satisfactorily, nine times out of ten he will stay with us.

4........ front-line staff have to be given the right to deal immediately with complaints.

5........, we need to give the customer added value. This needn’t be very expensive for us.

6........it might simply mean staff following up sales more quickly with a phone call.

7........, we need to train our staff more efficiently and decide on a clear customer focus policy.

8........, we have a team working on a proposal for this.

9........, we need to improve and update our customer care approach.

10........to the future. I propose we spend the next 30 minutes making a short action plan which we can present to the management.

PROJECT WORK and ROLE PLAY

 

I. Presentation technique and preparation

1. Look at the picture. Discuss or make notes on the characteristics of a good presentation. Think about both the content and the way the speaker presents information. What kind of visual aids does she use? Use the language checklist below.

Language Checklist

Introducing a visual I’d like to show you... Have a look at this... This (graph) shows/represents... Here we can see... Let’s look at this... Here you see the trend in...

Comparisons This compares x with y Let’s compare the... Here you see a comparison between...

 

Types of visual support visual (n.) film/video picture diagram chart pie chart (segment) table graph (x axis/horizontal axis) (у axis/vertical axis) left hand / right hand axis line graph (solid, dotted, broken line)

Equipment (slide) projector - slides (Br. Eng) - diapositives (Am. Eng.) overhead projector (OHP) - transparency (Br. Eng) - slide (Am. Eng.) flip chart whiteboard metaplan board

 

 

Describing trends

to go up to climb to increase to improve to rise	a climb an increase an improvement a rise	to go down to deteriorate to decline to decrease to fall	a deterioration   a decline a decrease a fall
to recover to get better	a recovery an upturn	to get worse a downturn
to level out to stay the same to stabilize	a leveling out
to reach a peak to peak to reach a maximum	a peak	to reach a low point to hit bottom a trough
to undulate an undulation to fluctuate a fluctuation	i
Describing the speed of change a dramatic dramatically a marked markedly a significant significantly an increase/fall to increase/fall a slight slightly

 

Read the comments from the audience who are listening to a presentation at an international conference. What caused the problem in each case?

a) ‘What on earth is he talking about? ’ I’ve no idea! ’

b) ‘Hey, Sarah! Wake up! He’s finished! ’

c) ‘Read that! I can’t read that! I’d need a pair of binoculars! ’

d) ‘Speak up! I can’t hear a thing! ’

e) ‘Summarize four main points? I only noticed one! Have I been asleep? ’

Look at the following situations.

A medical congress in Tokyo with papers on new techniques in open heart surgery.	The Purchasing and Product Managers of a Taiwanese company interested in buying some production equipment from your company.
An internal meeting of administrative staff to discuss a new accounting procedure.	A staff meeting to discuss a charity event for earthquake victims.

Imagine you have to give a brief presentation in two of the above situations, plus one other situation that you decide. Make brief notes on the following:

a) Will your talk be formal or informal?

b) What are the audience’s expectations in terms of technical detail, expertise, etc.?

c) What is the audience’s probable level of specialist knowledge? Are they experts or non-experts?

d) How long will your talk be: five minutes, twenty minutes, half a day, or longer?

e) What is your policy on questions? Will the audience interrupt or will they ask questions afterwards? Will there be any discussion?

f) How will you help the audience to remember what you tell them? to remember what you tell

4. In any presentation the beginning is crucial. Certainly some things are essential in an introduction and others are useful. Here is a list of what could be included in an introduction. Mark them according to how necessary they are using the following scale:

 

Essential Useful Not necessary

________________________________________________________

1 2 3 4 5

Subject / title of talk.q

Introduction to oneself, job title, etc.q

Reference to questions and /or discussion.q

Reference to the programme for the day.q

Reference to how long you are going to speak for. q

Reference to the visual aids you plan to use.q

The scope of your talk: what is and is not included.q

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