Talk Guide

TalkGuide Topics and subjects to facilitate classroom conversations

This guide is used only for conversations, all the other support materials to be used as necessary in the classroom

The Best Talk Guide We Were Able to Make

O

ur school is relatively a baby yet, less than 5 years old. When we decided to start a Business English School we knew we were venturing in an uncharted territory.

There is nothing similar in the market, no school devoted to teach only professionals focusing in individual classes, with the most effective approach and affordable price.

In the core of our methodology and mission, we decided not to use any “pre-packed”, ready to use material. We decided to do it 100% customized and on demand. It would have to be easy, comprehensible, fast and fun for the students and teachers as well.

As in any uncharted territory, we had to figure out how to find the “on demand opportunities” and work with them. We knew we would have to get the students to talk, mostly business conversation, in the most effective and also pleasurable way possible. In 2008 we started to put together some topics for conversations and we learned how to do it with experience.

In 2009 we had a collection of two pages subjects in a somehow structure and we were loving to talk about those things.

In 2011 we finally decided to make it look better, add more structure, work more on the subjects and make them more interesting, add different approaches and so forth. The problem with this third Conversation Guide is that people started to see it as an English Training Book, and we don’t believe in using those books. We also realize that it was our fault. We put too much information other than the conversation itself and the look and feel was of an English training Book.

Now we are going through a new milestone. We decided to make the best conversation guide we can. We call it “Talk Guide”. It looks and feel completely original, it gives somehow a feeling of a magazine, with amazing layout design and graphs, very well thought peripherical subjects, that gives the teacher and the student the chance to explore ideas and learn as many expressions, vocabulary, grammar, pronunciation, etc as possible in the process.

We are also adding the best support material for learning. It will be used on demand at the classroom and it will prove extremely comprehensible and effective as soon as you see it.

We are working really hard to make your experience at our school and specially the result you get the absolute best possible. Thanks for the business and enjoy it.

Jairo Martins Manager

Contents 1- What is behind amazing solutions -

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2- Interpersonal Skills-

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3- Productive Work -

3

4- Building Moral-

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5- Quality Matters -

3

6- The Age of Information -

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7- The Direction of our Country-

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8- Approaches for Training -

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9- The Job of the Future -

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10- International Experiences -

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11- Meetings and Interactions -

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12- Public Speaking -

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13- The Secrets of Success

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14- How to have any conversation-

3

Conversation

one

What is behind

amazing solutions? initial considerations

1 What makes a great idea great? examples of interesting ideas that your 2 Give company have had. do you react when you are exposed to a 3 How crazy idea?

think again • There are no stupid ideas • Some people are not creative enough to contribute efficiently in a brainstorm session • Constructive criticism helps my colleagues to develop their ideas.

• All ideas need to be screened through a review process.

• Brainstorm is not effective at all.

• If it’s not broke don’t try to fix it.

• People should not bring their previous ideas to a brainstorming session.

• Brainstorming is useful to solve any problem.

conversation one

brainstorming solutions

reading

Group Results From Your Team

I

t takes commitment to get results and ideas from a team, but a collective view to find perspectives and new ways of approaching an unexpected situation can make a big problem become manageable. Individual personalities and mind set significantly influence the team's collective outcome. The most committed team members deliver complementary initial views that get lead to the best cooperative engagement to effective results. In such a scenario the whole truly becomes more than the sum of its parts. Each person's strengths overlaps the others' weaknesses and limitations.

Managers can pull together people from different jobs or departments to look at some issues, evaluate new perspectives or help the department to get ready to implement a new methodology to make things work. Such teams get people interacting in new ways by forming relationships that cut across the usual functional boundaries, especially when those boundaries also separate groups that compete with each other in some way. When managers constantly bring different people together to look at situations and think, the team learn to change the way they see it because they have to quickly become cohesive to accomplish something beyond the usual and ordinary.

Expressions Suggesting

Teams get solutions not only by the way they interact, but also perceive things. Each team member has a view; this helps set and distributes solutions. In some brainstorming sessions, one person might surface as having inadequate process or views but their ideas can ignite the best mental process to understand what can become the ultimate solution. No perspective can be overlooked right away.

Ideas that are irrelevant to the matter shouldn't also be ignored. The group may create an "Idea Database" People can log new ideas or add to the ideas of the previous person. Hold brainstorm sessions dedicated only to discuss such ideas. This technique allows teams to get best practices and solve problems that they didn't even know existed. problem.

glossary Mind set - mental attitude.

Outcome - results.

Overlap - to extend over and cover a part.

Cut across - to be contrary to ordinary procedure Boundaries - The border or limit so indicated.

Surfaces - shows themselves as...

Overlooked - Not really considered or observed.

I think that it would be a good idea to...

We have to figure out how to...

Why don't we find a way to....

How about doing it right now.

We have to come up with...

What matters the most for us is...

What if...

I like that.

I find that interesting.

Let me write that down.

I've got what you mean I hear you Have a go at it.

I get your point.

Let’s go all the way with your idea.

Accepting Good Ideas

Encouraging Contributions

Yes, that's a good idea.

What do you think?

Any more ideas?

What else?

How can we fast track this solution

Contributing I’ve realized that...

Let’s consider (verb +ing) The key factor here is Let me throw my 5 cents here I will say this..

Let’s put a stake in the ground

conversation one

brainstorming solutions

discussion

How to brainstorm

true or false?

Working it out NO.

What is the best approach to really get effective results when brainstorming with your team?

1

2

There should be no limits or rules.

You should not think of limits.

You must have an environment that allow people to get their best even from the darkest side of their minds.

It should not be done by everyone.

Most of the time is difficult for them to understand, that not every idea is good, payable, or gets the right message.

1

BENCHMARKING

See what other people have done an copy whatever works

2

REJECT THE EASY WAY

Not accepting whatever is obvious and pushing the envelope

REJECT THE OLD

We are in the age of innovations, forget old approaches

LISTEN TO EVERYONE INVOLVED

Every opinion counts.

RESTART FRESH

Every time you feel your at a dead end, forget everything you considered previoulsy

NO.

NO.

3 NO.

4 NO.

5 6

People who are set out to find MOTIVATION the best solution will always EQUAL SOLUTION find it

7

DON’T CHAGE TOO MUCH

NO.

3

4

Outside of the box.

It is a moment for you to see things from a completely different angle.

NO.

Big changes always cause resistence.

Expensive ideas.

With the right amount of money it is possible to solve anything. That is the easy way, not the best way.

what are they doing?

5

No results.

Sometimes the topic is too complicated or because the team doesn’t play well together you will have no result.

6

No target.

Some of the best brainstorm sessions are the ones when people just get together around one word, like “results”, and try to come up with fresh ideas.

How do Companies Develop Solutions?

How are companies developing services and solutions to make sure their customers are getting the best?

“And it comes from saying no to 1,000 things to make sure we don't get on the wrong track or try to do too much.”

Steve Jobs

1 ( ( ( (

) ) ) )

2

3

What the costumer really needs What engineers want to do.

How the company bill the customers What the company delivers.

4

conversation one

step by step

Approaches for Brainstorming 1. The Hot Potato – State the problem. Each person has to shout out a possible solution immediately.

2. The Opposite – Instead of asking “how do we generate less customer complaints”, you might ask “how do we generate more complaints”?

3. The Blindfold – Instead of brainstorming around “How can Lexus charge a premium for their high-quality cars”, you might ask “Why do consumers pay more for some products over others?”

brainstorming solutions

role play

Solving Problems 1- The antique car.

You have to sell a car. It is an old model in perfect conditions, the milage is pretty low. a. How could you find a buyer? b. How could you make the car more attractive to buyers? c. What price should you sell it for?

MODEL: FORD MAVERICK, YEAR: 1976, COLOR: BROWN, ENGINE IN GOOD CONDITIONS The car was originally white but was repainted brown several years ago. The car is solid with very little rust. The floor pans are solid and the car has been in my family since new. The car had factory air but the compressor and mechanicals were removed because the owner thought it would get better gas mileage. An original owners manual is with the car. The engine is a 6 cylinder with an automatic transmission. The odometer show 19,249 km.

2. Funding a Business travel

the guide

Let’s Do It How to solve any problem 1. Focus - You can only solve one thing at a time.

You have an incredible opportunity to travel to another city.

The problem is that you don’t have enough money to go. a. Should you really go? b. How can you get the money? c. How can you go on a tight budget?

Where? Rio. When? Tomorrow morning. What? An incredible business opportunity (personal).

You would meet a group of executives who are interested in a personal project of yours. They might invest some money in a new business.

3. Dealing with a team member

2. Identify the Problem - You need to focus on what exactly is causing the problem.

3. Be realistic - False expectations can result in unrealistic frustrations

4. Prioritize - What is really relevant and can give you quick results

5. Identify the Desired Outcome - You need to visualize what exactly you want to accomplish.

6. Find New Perspectives - Look at the issue from different points of view.

7- Get help - Sometimes you don’t have all the resources needed in order to get the best results.

You manage a team at your company. One of your team members needs to be fired. He is with the company for a while, is about to retire but you noticed he has a big lack of commitment and skills and is not willing to get better. The problem is that your superiors wouldn't support firing him and at the same time you and your team need to perform.

Name: Carlos, age: 54, occupation: supervisor Has been with the company for 33 years, understands the business and the products, is not motivated and doesn’t seem willing to improve. Carlos is very arrogant and self assured and has been talking behind your back.

4. Team building You are experimenting difficulties with your team’s collaboration. There are too many arguments and frustrating results.

How can you make your team more cohesive?

How can you make collaboration more effective?

Team: 9 people. Department: Financial

Conversation

two

Interpersonal

Skills initial considerations

1 What is the secret for great relationships? are the 5 most common causes for conflicts in your company 2 What and your personal life?

3 How does your company build interpersonal skills?

think again • Great relationships are free of conflicts.

• Social Networks are a good tool for interpersonal skills.

• Coworkers are not friends.

• I can solve any problems I have with other people justy y talking about them.

• I should somehow tolerate misfits in my team • White lies should not be taken lightly in any relationship • All great leaders know how to get along with team coworkers and subordinates • You can be trained and conditioned to never be angry during a conversation with you colleagues.

interpersonal skills

conversation two

reading

Managing your Anger

W

e all know what anger is, and we've all felt it: whether as an annoyance or as full-fledged rage.

Anger is a normal, usually healthy human emotion.

But when it gets out of control and turns destructive, it can lead to problems at work, in your personal relationships, and in the overall quality of your life. And it can make you feel as though you're at the mercy of an unpredictable and powerful emotion.

Anger can be caused by both external and internal events. You could be angry at a specific person (Such as a coworker or supervisor) or event (a traffic jam, a canceled flight), or the most unexpected reason. The key is to understand that anger has only two real causes: frustration and goal blocking.

Let’s start by the latter. If something just stopped you from reaching your goals and makes you anger it can be a good thing. You can use the energy from the anger to help you develop momentum to be more aggressive in the barrier breaking process.

The important point is to understand that is not the anger itself that will help you, but the energy from that strong feeling. The other reason is frustration

and that happens when we have unreasonable expectations from other people.

Unexpressed anger can create other problems. It can lead to pathological expressions of anger, or a personality that seems perpetually cynical and hostile. People who are constantly putting others down, criticizing everything, and making cynical comments haven't learned how to constructively express their anger and won’t have the most successful career and personal relationships.

Finally, you can calm down inside. This means taking steps to lower your heart rate, calm yourself down, and let the feelings subside. Always count to ten and never ever have a conversation when you are angry out of control.

glossary At the mercy of- Without any protection against; helpless Latter- Being the second of two things mentioned Momentum- Energy from impulse Heart rate- The number of heartbeats per minute.

Subside- To sink to a lower or normal level.

Surfaces - shows themselves as...

5 steps to control your anger

1

Buy yourself some time before reacting.

• realize the outbursts anger.

• walk away from the situation.

2

Express yourself appropriately.

• immediately acknowledge and own your anger • use alternative means

3

Calm, calm, calm yourself.

• do some breathing deep exercises.

• imperfections are natural

• visualize a scene that is relaxing.

• review expectations

• repeat words that can calm you down.

• remember that anger will not solve it, it will worsen it.

of expressions

• count from one to ten • talk it out with a friend

4

Be realistic.

your

5

Hold yourself accountable.

• you will be responsible for what you do when angry.

• use “I” not “you” to describe a situation • you can only control yourself

interpersonal skills

conversation two

discussion

true or false

Building interpersonal skills

1

Individuals aren't responsible for the quality of their team experience because teamwork is a group skill.

2

For a team to be really successful, its team members must like one another.

3

Team members must subordinate their selfinterests for the good of the team.

4

Team members must choose or compromise between getting the job done and treating one another humanely.

5

Teams are a reflexion of the their leader

NO.

Get the most from your relationships

1

2

3

Approach friends you approach a romantic relationship.

When you are romantically interested in someone you send flower, you are tolerant, you are interested.

Use the same approach with everyone.

People are not here to serve you.

No one owns you anything, specially attention and respect. You have to earn it by being considerate.

Be tolerant People are different and they don’t see things like you see all the time, they don’t act like you want or do what you think they should. Just accept it.

They are thinking of themselves.

People are naturally egocentric. The way we think about people and situations is usually considering how this will affect ourselves. It’s not about you, it’s about them, that’s how you should see it.

line

rc

le

Don’t take yourself too seriously We get so worried about everything that we allow fear and paranoia to take over our lives and become difficult to deal with. Just relax sometimes and let it be.

team

ci

6

le

5

The Way Companies SeeEffective Teams bb

Learn how to communicate effectively.

Communication is a complex art. If you want to be effective in your relationships, learn how to communicate.

bu

4

what are they doing?

“Honest differences are often a healthy sign of progress.”

Mahatma Gandhi

Circles is very individual focused, but a team is more complex and made up of many people. Next then is the Lines, which is the relations between each team member.

The Bubble is the casing that encapsulates the team It helps to think about a team and its interrelated elements. Firstly, understand individuals, then their relationships and finally, the part that make this team one element towards its goal.

interpersonal skills

conversation two

step by step

role play

Having a difficult conversation

The talk

1. Figure out exactly the purpose for having the conversation. What do you hope to accomplish? What would be an ideal outcome?

1- The annoying colleague.

2. What assumptions are you making about this person’s intentions? You may feel intimidated, ignored, disrespected, or marginalized, but be cautious about assuming that that was their intention.

3. Are you more emotional than the situation requires? Take a look at your “backstory,” as they say in the movies. What personal history is being triggered? You may still have the conversation, but you’ll go into it knowing that some of the heightened emotional state has to do with you.

You have an annoying colleague who does things that are getting in the way of you best performance. a. Explain how you feel b. Set limits and boundaries.

HE WORKS AT THE NEXT DESK, AT THE SAME POSITION AS YOU.Your colleague who sits at the next desk is being uncooperative towards you. He also uses some of your personal things and more recently you found out that he is talking behind your back saying that you are not working up to the team’s expectations and that you should be fired.

2. Expectations from your boss.

Your boss is always implying that you are not doing your best and as quick as possible. a. You work in an administrative position. b. You are really doing your best

the guide

Let’s do It How to have a discussion or a difficult conversation

1. Open the lines of communication. Ask for input to help you best figure out a balanced solution to your issue.

You have being under pressure from your boss to accomplish a mission that is not reasonable. He wants you to do things within a time frame that is nearly impossible.

You took some work home to be more productive but it doesn’t seem enough, he still complains.

3. The unreliable subordinate You manage a team at your company. One of your team members is having problems accomplishing things you ask him to do. He is always late delivering projects and never focused enough.

2. Acknowledge the willingness to talk. Thank them for having the conversation with you both at the start and the end.

Name: Smith, age: 32, occupation: supervisor Has been with the company for 4 years. He is in charge of a small development team, with amazing team members but not a lot of focus and results.

3. Set a time limit. It's important that you talk, but also that you don't wear each other out.

4. Refusing a job position

4. Paraphrase each other's comments. Telling each other what you heard your partner say will let them know that you really "got" (or didn't get) how they were feeling.

5. Be okay with being wrong. Difficult conversations don't always end the way you'd like them to.

6. Understand the emotional component. Difficult conversation can bring up lots of feelings. Make sure you're talking from your heart, but don't let your emotions run you.

You were offered a job at your company. It should be a very good opportunity but you don’t think that it is the best job neither the best time to accept.

Job: International team development. Where? At your company’s headquarter.

5. The liar You have a business partner who is ling to you all the time.

So far none of the lies were really relevant for your business conduct but it can escalate very soon.

Conversation three

Productive

Work initial considerations

1 What makes your work more productive?

2 What makes your team more productive?

3 How could your boss help your productivity?

think again • Organization means good flow of work.

• Systems are rigid and inflexible.

• Productivity means more work • More pressure means more productivity • I need inspiration in order to be productive • Being productive is tiring • Procrastination is always bad.

conversation three

productive work

reading

Multitasking and productivity

R

esearchers continue to find that multitasking decreases productivity, increases stress, and may cause physical discomforts such as stomach aches or headaches.

There are three types of multitaskers. Some people do it out of desperation, for example talking on the phone while reviewing papers. They view it as the only way to be competitive. Others multitask impulsively without even realizing they do it. They will stop mid-sentence to do a quick check of their email or listen to voice mail.

The third group multitasks with pride. Many people delusionally believe they're good at this. The problem is that we only have one brain and it doesn't work that way. In reality, nobody can effectively do more than one complicated thing at a time.”

Some employees take multitasking to the extreme by hypertasking. Hypertasking refers to the transfer of multitasking at work to other responsibilities. While we may be forced to multitask just to keep up at the job, for some, it becomes a habit in all areas of life. This hypertasking becomes the drug of choice for those

who thrive on doing more than one thing at a time.

Technology has added to the multitasking madness with people answering cell phones on the golf course and even in meetings. Rather than using technology to make our lives simpler, for many people it has become a “technology tether” that keeps us plugged in and turned on. Technological optimism has led to an eroding ability to accurately estimate the time needed for tasks and projects.

Multitasking can often be seen as a way to increase productivity. The truth is that doing several things at once actually make people less productive.

Multitaskers have more trouble tuning out distractions and also, trying to do so many different things at once can actually impair cognitive ability.

glossary To thrive- To grow vigorously Madness- The quality or condition of being insane Tether- A rope, chain, or similar restraint for holding an animal in place Eroding- To wear (something) away by or as if by abrasion

3 steps to stop multitasking

E

xpectation.

Accurately estimate the time to complete tasks. Understand that you have a limit to accomplish every day, set your priorities streight.

D

on’t trust your memory. Write down everything you need to accomplish and think of an order. It also helps you to prioritize your tasks and to have a visual understanding of your tasks

B

atch your work. If you know what you have to do, put similar tasks together, visit places only once, etc.

If you need to have discussions, try to cover as many subjects as possible at once, check your email every 4 hours, finish what you are doing.

conversation three

productive work

discussion

true or false

Be More Productive

1

I have too many meetings, too many emails, too many emergency tasks from my boss, it makes it impossible to excel my productivity

2

I am much more productive when I work at home or come early to my office. I just feel free to focus on doing my work.

3

My boss thinks I am being very productive when I am not and vice-versa. He has no idea about the complexity of what I do.

4

I think the most productive people don’t have time to really see opportunities and experience the best from their careers.

NO.

Get the most of your time and energy

1

2

3

4

5

6

Plan your day.

Plan as much as possible, not only the big tasks. If you want to maximize results, create the next day’s plan the night before.

Break it down.

Large tasks can slow you down only by concept. Also it is very easy to get lost along the way. Never think of a large tasks, simply break it down in more manageable segments.

Block out distractions Make clear to people around you (and your boss) that you want to get the most of your day. Make conversations short and get away from the internet.

Learn how to communicate effectively.

Communication is a complex art. If you want to be effective in your relationships, learn how to communicate.

Take a break.

No, it is not contradictory. A short break can actually help you to recharge your batteries and come back with a more effective view of how to do things faster.

Don’t procrastinate It is not unnatural to procrastinate but you need to set your mind right understanding that procrastination will make you stressed and tired and also will kill your productivity.

“Productivity is never an accident.

It is always the result of a commitment to excellence, intelligent planning, and focused effort.”

Bill Gates

what are they doing?

Companies and Their Productivity System Six Sigma originated as a set of practices designed to improve manufacturing processes and eliminate defects, but its application was subsequently extended to increase productivity Ge accepts that businesses should revisit their strategies and organizational structures and processes on a regular basis to ensure that they are still relevant.

Google invented an approach that leaves employees free to set their schedule and Google also provide the most amazing workplace. The responsibility for get the job done is immense.

• Does your company or even your team have a system to motivate productivity?

• Do you feel you could be doing more if your leadership were focused on giving you a better working environment?

• What is the most interesting aspect of your team in

conversation three

step by step

productive work

role play

Thinking outside of the box

The Productivity Excellence Project

1. Change the context. Take a mental vacation. Take a walk around the block. Take a coffee break. Change the context or your environment and you’ll feel your mind shift.

This role play is about a meeting between you, your boss and a top manager from your department to discuss opportunities for improvement in your systems, better work environment and cohesion among the members of your team.

3. Question your thoughts and words. Become aware of what you’re thinking and saying. Don’t attach to or lock into one way of thinking.

1- First part - What can you improve.

4. Plan to be spontaneous. Change up your regular routine. Take an evening walk, occasionally venture along a new route.

5. Mix up the way you think. Innovative and creative ideas often arise after periods of both focused thought and diffuse attention.

List all the tasks that can demand unnecessary work from your team, because they can easily be automated or just removed or even simplified. examples: - too many emails; - too many meetings.

2- Second part- Work environment

quotes

They Said What?

What people have said about productivity

Now think of the environment and the factors that can increase or decrease the drive to work. How can your company optimize aspects of your installations so you can get the best results.

Examples: - Better layout, More work space, - More private offices (or less) 3. Third part- Team building

“If you are not making the progress that you would like to make and are capable of making, it is simply because your goals are not clearly defined.” Paul J. Meyer

“Take rest; a field that has rested gives a bountiful crop.”

Ovid

What are the opportunities in your companies to make teams more cooperative and cohesive? What are the factors and bureaucracy elements that are in the way of excellent work flow?

Examples - Activities outside of work environment - Conflict solving strategies 4. Fourth part - Technology

“Even though worker capacity and motivation are destroyed when leaders choose power over productivity.”

Margaret J. Wheatley

“Our innovators and entrepreneurs created the world's most productive companies, and our unions made sure that productivity led to broad middle class prosperity.”

Jennifer M. Granholm

How did technology increased the way you and your team operates and what are the setbacks? What actions can your company take to maximize productivity and work environment through technology?

- Less irrelevant reports - video conferencing - better softwares 5. Fourth part - Outside of the box.

“In an industrial society which confuses work and productivity, the necessity of producing has always been an enemy of the desire to create.” Raoul Vaneigem

Think of some extraordinary ideas that could increase productivity and may raise resistence or are too agressive.

Conversation

four

Building

Moral initial considerations

1 What are the key factors to improve a team’s moral?

2 How can a team be motivated and passionate when the economy is bad?

3 How much proportional responsibility a leader has to build moral?

think again • Company’s results and sales improve the team’s moral.

• It is easy to build the team’s moral • Every leader should be an expert in moral.

• You have to be a cool boss to build moral.

• It is elementary to eliminate the bad apples.

• Every team can be improved in terms of moral.

• Good moral means good leader.

• Good moral means good results.

• Be realistic and accept the highs and lows.

building moral

conversation four

reading

The Value of Honest Recognition

E

mployee recognition is the timely, informal or formal acknowledgment of a person’s or team’s behavior, effort or business result that supports the organization’s goals and values, and which has clearly been beyond normal expectations.

To be really effective in your job, you need to understand the psychology of praising others for their good work, to apply the principles of employee recognition yourself and to encourage others to initiate it in their working relationships.

Appreciation is a fundamental human need.

Employees respond to appreciation expressed through recognition of their good work because it confirms their work is valued. When employees and their work are valued, their satisfaction and productivity rises, and they are motivated to maintain or improve their good work.

Praise and recognition are essential to an outstanding workplace. People want to be respected and valued for their contribution.

Everyone feels the need to be recognized as an individual or member of a group and to feel a sense of achievement for work well done or even for a valiant effort. Everyone wants a pat on the back to

There are two aspects to employee recognition. The first aspect is to actually see, identify or realize an opportunity to praise someone. If you are not in a receptive frame of mind you can easily pass over many such opportunities. This happens all too frequently. The other aspect of employee recognition is, of course, the physical act of doing something to acknowledge and praise people for their good work.

Employee recognition has a huge communication component! Recognizing people for their good work sends an extremely powerful message to the recipient, their work team and other employees through the formal communication channels.

Employee recognition is therefore a potent communication technique.

glossary To praise- Expression of approval, commendation, or admiration.

Outstanding- Superior to others of its kind Valiant- Possessing valor Pat on the back- A word or gesture of praise or approval

Expressions for recognition and gratitude Praising and Expressing gratitude

Responding to praising and gratitude:

123456789-

123456789-

That’s a very nice report.

Great job on the presentation.

Way to go!

Mark, you are the man.

You have outdone yourself again Thank you for your help I’m really very grateful to you I want to express my gratitude to John I am grateful to your help

Don’t mention it It’s a pleasure It was the least I could do.

You’re welcome No big deal.

Don’t mention it.

It’s a pleasure.

That’s alright.

Any time

building moral

conversation four

discussion

true or false

Building Moral

1

Managers are responsible for great teams. They should put the best people together and give them direction

2

Team members' clear roles are more important than their motivation. Motivation comes naturally when the team knows what to do.

3

A good team trusts and rely on each other ans specially on their leader. People must be sure that everyone is doing their best.

NO.

Get the team spirit flowing

1

2

3

4

Provide structure, clarity and direction.

Plans help people understand what needs to be done. Have a clear vision, clear goals, clear roles, be transparent and organized.

Don’t overwhelm people.

Don’t do anything that can stress your team and specially make them panic. It will never help. Break down the big projects, do one thing at a time and don’t overuse words as “emergency” or “ASAP”.

Block out distractions.

Make clear to people around you (and your boss) that you want to get the most of your day. Make conversations short and get away from the internet.

Give honest feedback.

You own to your to be as honest as possible about how you are perceiving their performance. Give them a chance to expose you to other perspectives.

4

If you want a great team you have to be intolerant towards mediocre performance.

what are they doing?

What Went Wrong?

Brazil’s national football team of 1982

5

Watch out for conflicts.

It will happen. It can be discreet and polite or it can get ugly. It doesn’t matter, either way you lose, the team loses and it can escalate and become out-ofcontrol.

6

Be the example.

It doesn’t matter if you are the team leader or a team member. If you have a successful career in mind, start setting the example and finding ways to be cheerful and motivated.

“My men don’t want better treatment or praises. My men, as any other respected group of people, want to win. That’s it.”

Gen. Robert Lee

It was hard to believe that Brazil did not win the world cup in 1982 but without any question they had the most skilful team ever seen in the game to that date.

The most amazing idea.

Jerry Yang and David Filo, created a website that made the web practical. Within a few years unlimited investments poured into the company

Talking about benefits.

Argos Industrial was the most important textile company in Brazil. There was housing, health plans, school, a career plan and the best benefits at the time.

building moral

conversation four

step by step

Assessing your team

role play

Ask yourself these questions to identify any problems:

Team Building Q&A

• Are there conflicts between certain people that are

1- How should a manager build a team?

creating divisions within the team?

• Do team members need to get to know one another?

• Do some members focus on their own success, and harm the group as a result?

• Does poor communication slow the group's progress?

• Do people need to learn how to work together, instead of individually?

• Are some members resistant to change, and does this affect the group's ability to move forward?

• Do members of the group need a boost to their morale?

last thoughts

Does it matter?

Companies invest money, time and energy, but why?

2- Have you ever had a role in a team project where your role was not clearly defined? How do you handle this?

3- When your team encounters a problem, such as irritation with another co-worker, how do you reach a good resolution?

4- When you receive positive feedback about the completion of a project do you give your team any credit?

5- When you are part of a team that is working exceptionally well, what do you think the reasons are for its success?

6- When you have worked on a team, and your role was crucial, what was that role? In what way was this team effort different or similar to working on your own?

7- hen did you last coordinate your work with others in a team project? What was your most successful contribution?

8- When you feel that a team is working efficiently, except for the fact that one member is clearly not “pulling their weight”, what steps will you take?

Casual Friday Some companies employ a policy that allows workers to dress in a casual manner on Fridays in order to reflect the relaxed atmosphere of that day of the week. Is this really a good idea, or does it just cut down on productivity?

What Comes to Mind?

Say the first things that comes to mind seeing this words

Staff Meetings They usually happen every week or sometimes more. But is it really necessary? Can it be done only once a month and therefore be more relevant and interesting?

Reprimanded

motivativated

Overwhelmed

Annual Review Many companies review their employees’ performance annually. The problem is that leaders don’t want to do it and the staff don’t see the point. So why not think of another system that really works?

Energetic

Indiferent

Conversation

five

Quality

Matters initial considerations

1 What does your company do to ensure your costumers that they will get only the best product/service

2 How are you involved with quality in your company 3 Is quality a major issue for your top managers?

think again • Quality system requires excessive documentation and paperwork.

• The quality team is usually not very connect with the company’s priority and are not very realistic.

• Quality is more important than profit • There should be a limit for quality standards. That is because quality is very expensive.

• Quality is a habit. Therefore companies must make sure it’s 100% consistent every day • Quality involves every aspect of the company’s work.

• There should not be a quality department. Every manager should ensure quality in their own area.

• Good quality means good results.

quality matters

conversation five

reading

How are companies dealing with quality?

Q

uality means different things to different people at different times. For some, quality is inherently related to the output of the organization—its product or service. For others, quality is a philosophy of improvement. And for some, quality is the totality of managing a sustainable organization. I don’t know whether this diversity of thought helps the quality community or hinders it.

It’s clear there is ample opportunity to help others understand quality. A lot of executives think quality is an attribute of product, less so of service. it is amazing when I suggest the same concepts that assure improved product (or service) quality over time can be applied to assure improved organizational outcomes.

We need to be convinced to provide visible leadership on the topic of quality. When I ask students if quality is important, the answer is never “no.” When I ask where quality comes from, I get questioning looks. I usually follow up with, “Do you think all you need for good quality is good intention?” If they’re still puzzled, I say something like, “Well, quality is the set the concepts, techniques, and tools that connect good intention with realized and sustainable outcomes.”

Sometimes I see a light going on.

The important thing is that quality is not a method, it is the outcome of a method. The method is modern management.

The emphasis on tools and systems makes management think that quality is something that can be delegated like purchasing. Managers focus far too much on methods and systems (as vital as these are) and not enough on making the business world understand that they create the quality of products, services, government, education, etc.

If a company is to survive as a viable organization in the 21st Century, they need to change the focus. The task at hand is to assure that everything in a company is being done the best way possible the whole time.

glossary To hinder - To obstruct or delay the progress Outcome - Result Puzzled, - Confused, challenged

The quality you are getting Comment the companies bellow in terms of quality

quality matters

conversation five

discussion

point of view

How Important is Quality?

NO.

Your Experience with Quality

Let’s think about it.

1

1- The hotel - How was your last experience?

- What did they get wrong?

- What do they all get wrong?

Quality means sales It is that simple. The more quality the more sales you have, at least in the big run.

2- The restaurant

4

5

6

Quality is subjective and intangible Quality is like a feeling or an idea. What is acceptable today in Brazil was not acceptable a long time ago here and it’s still not acceptable in some parts of the world.

It is not possible to eliminate all defects One person at some point will receive a defected product or service, I mean really defected. It is just natural and we should live with that.

Improving quality adds cost and reduces productivity Quality is expensive. It slows down the process and eliminates some spontaneity. Quality should be taken carefully not as a must for all organizations.

“Quality is more important than quantity.

One home run is much better than two doubles.”

Derek Jeter

3- The mechanic - Do you have a reliable mechanic?

- What do you expect from a good mechanic?

- Do you think your mechanic always knows what he is doing?

what are they doing?

How is Your Company?

ADM SYSTEMS

ISO 9000 is nothing but documentation.

ISO doesn’t change much the quality of the product or processes. It is a document that means you have some standard.

How fast does your company process administrative work? How flexible is your company in terms of bureaucracy? How comfortable is everyone with the system?

PRODUCTS SERVICES

3

- How was your last experience?

- What do you wish you could find in an excellent restaurant?

- Would you pay more to have that?

How good is the quality of your products and services compared to your main competitors? How far are you from deliver the absolute best product?

QUALITY TEAM

Our culture is not suitable for total quality.

We live in a country that doesn’t value total quality.

We go for the cheap stuff most of the time. To implement total care means to lose a big market share.

How effective is your quality team? How relevant are they to your tasks? How fast do they implement quality systems and how comprehensive are they?

IMPROV.

2

Is your company working towards quality development? Do you feel that quality in your company will be better within 3-5 years? Why?

quality matters

conversation five

step by step

role play

Handling complaints Complaining exercise What do you do when they complain?

Let’s complain about quality of products and services

• Let the customer speak. When someone is angry or upset they often just want to let off steam. Sometimes you will be unable to help them until they have done so.

1- Internet company

• Say you are sorry to hear that this has happened.

This is not the same as admitting that you or your department is in the wrong, but the fact that you have apologized in some way will make him/her think that this is the case and be less angry.

• Get the facts by asking the right questions. Try to get to the heart of the problem as there can often be more than one. Use open and probing questions to find out more.

• Avoid making assumptions. Don’t argue or become defensive. If you do it will only make matters worse. Try to concentrate on the situation and finding a solution, not on the personalities involved.

You are going to call your internet company.

The problems are?

1- Your internet is extremely slow 2- Often times you get no connection at all, specially on Saturdays morning.

3- You lose your connection more or less every hour.

You cold cancel your subscription but this company is the only one who offers high speed internet where you live and you really need it.

2. The coffee thermos You bought a coffee thermos to take some coffee to work. the problems are.

1- You coffee is tasting strange 2- Your coffee gets cold after 1 or 2 hours.

3- Your kids’ school

step by step

The Other Side Be effective when complaining

You are going to talk to a principal at your kids school.

It seems that your son have been bulled and he is not doing very well in terms of grades.

Nevertheless, this is considered the best school in town and you don’t have many alternatives.

4. The transport company.

• It’s not personal. We tend to make things personal when complaining and we forget that usually the person helping you have a limited amount of power and responsibility.

• Say the minimum. Of curse you are very frustrated with that supplier or company, but it doesn’t help to say much or go outside of your problem. Just explain the problem and demand solutions.

The problem is that they are not very reliable. the deliveries are being mostly late and the drives are always complaining that they are too tired.

This company did a very good job for more than ten years.

There is probably something wrong or some miscommunication because the problems arisen from last year on.

5. The supermarket • know your rights. It’s not uncommon for people to complain about things they have no rights at all. Even if it’s obvious for you, check the contracts, study a little to see how far you can go.

You have been trying to find a product and you got no help whatsoever. Talk to the manager and explain that his team is being really lousy when it comes to customer service.

Conversation

six

The age

of Information initial considerations

1 Do you think there are any setbacks on the fact that we have all information we want in real time?

2 Is it more difficult or easier to raise kids in the age of information?

3 How did it revolutionize your job?

think again • The more information you have the better.

• The traditional book is now dead. Libraries are obsolete.

• The Internet gives everybody a voice.

• With so much false information coming at us truth and reality can be hard to pin down.

• Education should be 100% reconsidered with all the information we have.

• Information levels off big and small companies.

• The internet keeps people distracted.

• The internet destroyed childhood.

• The internet makes relationships closer.

conversation six

the age of information

reading

Communication in the age of information

W

e now live in a highly globalized world that is becoming more reliant on accumulation of knowledge and exchange of information.

So far, technology has been leading the needs in both. Communication and information technology continue to provide us helpful tools for delivering information at lightning speeds and supplying the human race with the incredible amounts of knowledge never imagined until recent years and we need to learn how to deal with something so new and overwhelming.

Technology is giving us more but not necessary better information and we are no longer giving the proper importance to develop our skills when communicating. We are falling to deal with the increasing need for correct accumulation of knowledge and accurate interpretation of information. What are the implications of such?

How would these ultimately affect society as a whole?

The ability to communicate effectively is probably the most important of all fundamental human skills.

It serves as the basis not only for all kinds of social interaction, but also for all kinds of learning because you only learn effectively through

communication. The way we express ideas and interact with them is changing and is changing fast.

Companies now will have to adapt to that much information circulating through departments and people all the time. It was supposed to be a good thing but it’s not. Too much information means that we have to deal with emails, documents, directives and all kinds of distractions, plus the cell phones, which will never give you the opportunity to have a moment for yourself.

It is a moment of transition. Information has been scarce for millenniums and we now we have all we want, so we don’t know what to do with it, like a kid in an amusement park for the first time. The point is, we can, as individuals, learn to screen and use information in our favor to be in touch in a balanced way, avoiding distractions and unchecked facts or else we will fall pray to it’s backfiring.

glossary Reliant - Dependent (from the word rely).

Overwhelming. - Excessive in the effects.

Scarce - Rare, hard to find.

Backfiring - To produce an undesired result.

Tools for communicating in our age.

1

Emails and instant messengers

• Are you using it the most effective way?

• Do you How often do you check your emails?

• Do you keep logged on to an instant messenger all the time?

2

Conference calls and videos conference

3

Internet reserch

4

Social Network

5

Online Advertisement

• How effective are they in your company?

• How can we rely on internet information?

• Do you use them?

• Do you buy online?

• Is it as effective as a meeting in person?

• Where do you get your informations?

• Are relationships

• Does your company use the internet for ads?

• How can we use them better?

• How do you check the veracity of your facts?

• How can we deal with

better with Facebook? the new lack of privacy?

• How influenced are you by online ads?

conversation six

the age of information

discussion

point of view

Your Career in the Information Age

NO.

What is different now, how can we adapt?

1

Working at home.

What is preventing us from doing administrative work at home? Is it more or less productive? Are there any disadvantages?

2

Job hunting.

Is it easier to find jobs and people now. How can you differentiate yourself and be ahead of the game?

What are the best online tools for job and talent hunting?

3

Education online.

We can get college degrees online now. Do you think it will be effective? What would make it better or worse?

4

Global job positions.

With the internet many global positions are being born in some companies. How can companies avoid the traps, if any?

5

6

People development.

How can we develop ourselves and our team in the most effective way using the internet? What is your company doing about it?

Free time Is the information age giving us more or less free time? What can we do to use it in our favor?

Raising Kids in the XXI Century The difference between you being raised and your kids.

The video game can be a very powerful learning tool but also a big source of distraction and sedentary life.

We want to give our kids freedom but how much freedom and privacy are appropriated? How far can we go spying?

Until 10 or 15 years ago kids used to be with friends in the street and play football, learn how to socialize and do it in a reasonably safe manner.

What are the alternatives for now and the future? How can we assist our kids to become social beings and give them an environment to develop as well as possible?

more to it.

What is the Future?

1

Translations

You are already able to use documents in any language and very soon you will also be able to have verbal conversations.

2

Virtual presence Way beyond video conference, virtual presence will allow us to really somewhere miles away and do anything we would do in person.

“By giving people the power to share, we're making the world more transparent.”

Mark Zuckerberg

3

Company’s control of our time

The company owns the time they buy from you. It will be more about how much you produce. It will be much easier to track you down.

conversation six

step by step

the age of information

role play

Websites we use

Time Machine

What is the impact that they have on us.

Let’s do a presentation of the online tools you use.

Facebook - Does it improve communication and relationships? Does it keep people closer? How concerned are you with your privacy?

Youtube - Will it destroy TV? Does it help the quality of the videos we watch? Are the instant celebrities a health social fact? Is it a good thing we have it?

Here is the scenario. You went back in time to 1965 and you are in a business meeting.

You are going to present to executive and business people our development in terms of communication.

Some facts about that time: - Long distance calls were very delayed and expensive.

- They had a B&W TV with few channels.

- Letters were the most used mean of communication.

- The telegram was used for urgent messages.

- Advertisement on TV were live and cheap.

- Information from across the globe would take days.

Wikipedia - Can we trust the information in there? How can it be helpful? Does it end regular encyclopedias? Do you use it for your researches?

1- The cell phone.

Google maps - Does street view bother you in terms of privacy? How can it change the way we shop, interact and see the physical world?

2- The Internet.

- Explain the revolution over the years - How the price decreased -What is the impact on peoples life

- Start explaining the concept.

- Explain how it grew and how we use it.

- Explain how Google and email work.

3- The GPS system in our car.

step by step

No Distractions How to be focused in the communication age

• Limit time spent on social network sites to 2 minutes.

- What is it.

- Screen and voice directions - Route creation

4- The smart phone (I-phone) - The basic differences to the telephone of the future.

- Internet on the phone - Video calls, GPS, Camera, TV, etc included.

• Use Power Hours.

5- Social network websites.

• Disconnect the internet for most of your day.

• Learn how to use Google effectively.

- How we interact through the websites.

- Privacy, photos, status, etc.

- How we build relationships.

• Read emails only twice a day.

• Don’t give your cell phone number to everyone.

6. The Mp3 music revolution.

• Keep your cell phone off when you need to focus.

- The changes in the music industry.

- How we listen to music.

- Pirate music, what is, what are the effects

• Learn how to use the best online tools available

Conversation seven

The direction

of our country initial considerations

1 How do you see our progress in your lifetime so far?

2 What is right and what is wrong in our development?

3 What is going to happen to our country in the next 10 years?

think again • We are the country of the future.

• We are learning to vote better.

• Brazil is going to be better than Europe and USA. • Our public system is improving.

• Our government should spend more money.

• Our schools are getting better lately.

• We can get a decent public health plan.

• Our technology is leveled with any other developed country • We are just having a good moment. We don’t have structure for sustainable development.

conversation seven

reading

the direction of our country

present

Brazil: The country of the future.

B

razil faces many challenges in the age of globalization. Old problems have gained new dimensions, and many new ones have been added to compound an already complex situation.

Among these difficulties, the crises of the welfare state and its repercussions on social and family life, like a poor education system, ineffective police social gaps, extreme poverty and corruption have contributed for a country with a very low self-steem and trust in its future.

Nevertheless, The overall situation is starting to get better. The middle class is continuing growing and poverty continues to decrease.

International companies are starting to pay much more attention to Brazil as a market of the future and investments are pouring more and more very year.

Across the country, similar optimism is starting to be heard among businessmen and politicians, all convinced that South America's sleeping giant is finally waking up.

Brazil has long been known as the country of the future. It has an amazing soil, no serious natural

disasters, an immense shore, plenty of water, minerals and even oil, which we already have an alternative for.

Now things seem to be changing. Brazil's currency recently hit a nine-year-high against the dollar, inflation is under control and millions of Brazilians are being propelled towards a decent life.

From oranges and iron to biofuels, Brazilian exports are booming, creating a new generation of tycoons.

Brazil's millionaire club grew from 130,000 in 2006 to 190,000 last year - one of the fastest rates in the world, according to a study by the Boston Consulting Group.

The future has already arrived. Brazil now has more international reserves than foreign debt, and the commodities are booming. It confirms what many Brazilians have long claimed: God is Brazilian.

glossary Welfare - Financial aid provided by the government.

Pouring- To stream or flow continuously .

Booming- Growing and developing rapidly.

Tycoons- A wealthy and powerful businessperson.

Amazing facts about Brazil 20

51

percent of all oxygen produce in the planet cames from Brazil, and 26 percent of all good water is also here.

18

percent of wealthy in the South American region are in Brazil. Sao Paulo state alone is bigger than many

1

st

carmakers are now installed in Brazil.

15 years ago there were only 5.

country in terms of banking system.

Brazil has the most moderns and revolutionary bank system in the world.

conversation seven

the direction of our country

discussion

What Should be Done

point of view

NO.

What do we have to do to get our country forward.

Our Systems How is our public systems in your opinion?

1

Control corruption Corruptions costs 3.5 billion dollars/year to Brazil. besides that it channels the focus of leader to self interest and slow progress.

1- Public Money Do you think we should have a more socialist government? Would you be okay with more income distribution? How is our government using our money?

2

Improve the education system.

We are now spending much more money in our education system but it seems never enough. We need to think outside of the box and create a modern, relevant school to prepare our next generation.

2- Our Legal System.

What is wrong with our legal system? Do you trust our judiciary? Do you think we have good laws?

What are the absurd laws that we have and you know about?

3

Increase security.

It is already getting better, but we need to research moderns methods to really get amazing results in terms of security.

4

Social programs We have social assistance in place, but they are effective only to a point. We really need a long term system to drastically reduce the social gap.

5

Self esteem We need to find ways to increase our country’s esteem and patriotism, which is often confused by supporting the national soccer team.

6

A plan Our country needs to be prepared for our growing economy with a long term plan with a realistic perspective, but as aggressive as possible.

“You're going to be hearing a lot about one scrappy president.”

Lula

3- Social Gaps Are we racist? Why? Do we discriminate social classes in a day-to-day basis? Is affirmative action a good idea? In the corporate world, do we discriminate blue collars?

4- Public Services What is your opinion about our public services?

What are the good ones and bad ones. How were you treated last time you were served by a public attendant?

point-of-view

Brazilian Culture How is your perception of our cultural traits?

1- Food.

What is our best dishes? What aspect of our food that you don’t like?

2- Carnival.

Is it good for the country? What is the bad aspect of it? Do you participate?

3- Sex Appeal.

Do we have too much sex appeal? What is the harm?

Are you concerned for your children?

4- Religion.

Is total freedom of religion a good thing? Should religions pay taxes? Should they be regulated?

conversation seven

the direction of our country

role play

Citizen roles

Tell Them

How to be a better citizen and make a difference?

You are going to give your politicians a piece of your mind.

1- Set the example.

Ask the question: “What if everyone else was like me?” What are the actions you are taking to set an example for you children and other citizen? What do you do when see a person having a wrong attitude (littering, bribing, etc.)

Here is the scenario. You are going to have a meeting with some politicians and criticize them, give opinions, hear the other side, etc.

2- Don’t only complain.

Complaining doesn’t solve anything. Or does it?

What can we do in order to make a difference in our country?

- Talk about the criminality and the police force.

- Give suggestions about the education system.

- Give suggestions about our region.

3- Be loyal Own your country. Be a patriot, fight for it, be proud of good things happening, get involved in discussions, don’t accept foreign economic invasions.

2- The mayor

4- Vote right How can we vote right? What is the process of choosing the best candidate? What was the mistakes you have made in terms of voting? How would you teach your children to vote?

1- The governor

- Tell him what is your opinion about his administration.

- Give suggestions about the traffic.

- Give your opinion about our parks.

- Give your opinion about our infra-structure

4-The Congressman - Should we have death penalties?

- How no to get involved in the “scheme” - How to fight corruption

5- The president - How should the president invest our money better?

- What is your disappointments with her?

step by step

Comparing Brazil x Developed Countries 1- We are more flexible.

2- We have a good potential for development.

Good or Bad? 1- The dry law.

Do you believe that if a person drinks they could drive at all? What is wrong with the approach for the law?

3. We are not proud enough.

4. We don’t understand the value of our tax money.

2- Driver license at 18.

Should we issue driver’s license at 16 years old?

What would be the (dis)advantages?

5. We complain too much.

6. We are less racist.

7. We are very friendly.

3. Protective market.

Should we open our markets further? Why?

Conversation eight

Best approaches

for training initial considerations

1 How is the training system at your company?

2 What is the best approach for training?

3 What is your opinion about online training?

think again • All employees must be in continuous training.

• Watching what others do is also training. Sometimes the best approach is just working along.

• Outside trainers don't understand the company's culture and methodology. They want to impose methodology that are not realistic.

• The best people in the department should train the others • The more times the information is repeated the more participants will remember it.

• The mentor, coach, or trainer must be the expert.

• If you really want to learn you'll learn. There is no limit to how much we can achieve.

approaches for training

conversation eight

reading

Training is no longer what it used to be

C

onventional 'training' is required to cover essential work-related skills, techniques and knowledge.

recycle all the processes and administrative work, we need to step up for better efficiency, we need to adapt to new technologies and facts all the time.

More important however is to consider the word training in its most relevant meaning which is “a way to develop people” and is quite different from conventional training, which let's face it, many employees regard quite negatively. They'll do it of course, but they won't enjoy it much because it's about work and it feels like a chore. The most effective way to develop people is more complex and should be taken seriously. It’s all about enabling personal development.

What we don’t need is to apply the same approaches for training, over and over again forgetting that the it also needs recycling.

So, as soon as you've covered the basic workrelated skills training, focus on enabling learning and development for people as individuals - which extends the range of development way outside traditional work skills and knowledge and creates far more exciting, liberating, motivational opportunities - for people and for employers.

The best organisations are facing great pressure to change these days - to facilitate and encourage whole-person development and fulfilment beyond traditional training.

Everything is different every year. We need to

Managers must ensure that he/she is doing their in order to align people around the best development that will also be relevant for the company.

We can do it by letting people know that their job does not define their potential as a person within the organization. Look to develop each person in a meaningful relevant way that they will enjoy and seek, as an individual, beyond the job role, and beyond work requirements.

glossary Range- Extent of perception Way (outside)- Way also means much more To seek- search for

Evolution of training Where is the information?

What should be trained.

Who pays for training?

Continous training.

The instructor used to centralize information.

Now it seems that the information is only facilitated by the instructor.

It used to be that training was intended only to facilitate what the employee does. Now people are being trained to be developed as a person.

The employee sees now the importance of training for personal and career development and is willing to pay for part of it.

Tr a i n i n g n o w i s a continous process since what we learn today can be irrelevant in a matter of years and sometimes months.

approaches for training

conversation eight

discussion

point of view

Approaching Training

Stress Management NO.

How should a team and an individual be trained.

1

Training should be fun.

Training can be fun, if trainees enjoy the learning process but not all the time. Sometimes the most trying struggles produce the most satisfying lessons.

Can you train yourself to avoid and manage stress?

Is it possible to live well and cope with stress?

A little stress is good for the productivity?

2

3

Training should develop attitudes.

Want to get more from your skills and knowledge during good times and bad times? Invest in a process that helps people develop winning attitudes, habits and goals.

We remember 25% of what we hear.

It is important to balance how we speak and how much practice people are getting from our training.

We can remember 90% of what we do.

Stress is a creation oF our minds.

Is difficult and complicated to deal with stress.

Very busy people are normally stressed.

4

Train everyone, all the time, even the best.

While training for top performers must be tailored to their unique needs, simply not providing them with training is the wrong approach.

5

Not everyone can be trained to excel.

You can't train intelligence, drive, integrity, personality, analytical thinking, optimism and confidence into someone .

6

Training is an individual responsibility.

Your company will have a much better reputation if they train you, but your development is your own responsibility. Don’t expect and wait for your company to do it for you.

point of view

Anger Management 1- Anger management training is a company’s responsibility.

2- Where there is a conflict, the manager should consider that usually one person is right and the other is wrong. A manager should not be neutral all the time.

“It has not much to do with how much you learn, but what you do with it.”

Albert Eeinstein

3- A person who loses temper should be fired.

4- A person with anger problems is not mature, he or she is acting like children.

5- There is no cure for anger problems.

approaches for training

conversation eight

role play

Training your Boss

Train the Teacher

How to train your boss to give you the support you need

Let’s train the teacher to do your job.

thank me

Con g r a tu la te you r s e lf : Sho ul d I congratulate myself? Should I say good things about my accomplishments? How should I react when other people say good things about my work?

Here is the scenario. You are going to explain many parts of your job to your teacher. Imagine that he is going to substitute you and he needs to know aspects of your job before you leave the position.

1- The priorities Lead by example: Should I be honest and open to my boss? Should I congratulate my boss? Should I interrupt my boss if he gossips? Should I exercise leadership with the rest of the team?

- What are you main daily priorities?

- What can never be forgotten every day?

- What makes someone in your position great?

2- Routine Insist on feedback: Is it a good idea to insist on feedbacks? How should it be done?

Should I also give feedback to my boss? How about my peers? How often should I get feedbacks?

Share your priorities: Can I be honest if I think my boss’s priorities are not aligned with the best interest of the team? How can I share my own priorities? Should I email my priorities to my boss?

- What is the first thing this person should do in the morning?

- Who are the external people who normally contact you and what might they need from your substitute?

- What external people do you contact and what do you need from them?

3-Your peers - Who are your peers and what are their responsibilities?

5- The softwares - What are the main softwares you use and what do they do?

- Who provides IT support and what is the procedure?

step by step 6- Company Policies - What are the main policies at your companies?

Priorities What are your main priorities? Put them in order and explain the benefits of each training.

Checklist for business training English

MBA

Computer

6 Sigmas

Interpersonal Skills

Company Poilicies

1234567-

Analyse your needs Get the trainees involved Consider requests from employees Plan the training carefully Involve senior members of staff Set SMART training objectives Select the most appropriate type of training for your business 8- Choose your trainer carefully 9- Draw up personal development plans

Conversation

nine

The Job

of the Future initial considerations

1 Do you believe your job will exist in 20 years?

2 How different are your job, your parent’s job and your grandparent’s job?

3 How would your job be with no computers?

think again • The word career is as outdated as the word typewriter • The more technologies advance, the less jobs are available.

• In the future everyone will rely on a computer to work.

• The education system of the future will be revolutionized by distributing information through electronic means.

• Proximity and creativity will give more stability to your career.

• There will be no more bosses in the future, only real leader who don’t manage but facilitate.

• College degree will not be so relevant in the future.

• Companies will not hire people who are 40 or over 40.

• In a few years there will be no more blue collar workers

conversation nine

job of the future

reading

Is Your Job Safe?

W

hile there are never any guarantees, it appears that a college education provides a higher level of job security for most individuals. But that is the reality for now.

The current trends and changes points to a different prospect for the job of the future. It seems that companies are looking for a different style of professional who can really deliver solutions and specially is able to adapt fast.

Manufacturing appears to be among the hardest hit when it comes to joblessness rates. In fact, some industries are expected to experience a decline in overall employment rates: clothes and textile manufacturing; audio/video equipment manufacturing; footwear manufacturing; pulp, paper, and paperboard mills; and basic chemical manufacturing.

While this information seems a little daunting, there is good news on the horizon. If you’d like to plan your education and look for a fulfilling career there are hundreds of new industries coming to place and even better, jobs that used to be marginalized are now a big hit.

If you tried to get a cabinet for your house done in

Brazil you already know what this is all about. It takes months for the cabinet maker to even accept your order.

Technoloy companies are desperate trying to find talents, from engineers to strategists who can keep up with a growing demand.

Whether you’re at the beginning of a new career path or midway into your career, you may want to pay close attention to these expected trends for the future.

Thinks have changes and they will continue to change.

Occupations requiring higher educational attainment are projected to grow much faster than those with lower education requirements, but that is mostly for corporations. Opportunities for entrepreneurship and other new thinks are just around the corner. Keep your eyes open and your mind even more open.

glossary Trends- tendency Footwear- Shoes dauting- scary

Predictions for the Job of the Future 1

2

3

4

5

Personal Assistant

Together or in peace?

Financial Reward

Time in the same company

School and Preparation

A robotic assistant to everyone.

All in one place or in a peaceful room.

Better income or less income?

The period at the same company

School is the only tool to prepare professionals now.

Do you think we will all have an assistant?

How do you think we will be working?

how much money are we gong to make?

Will it be longer or shorter?

How are we going to be prepared?

conversation nine

job of the future

discussion

point of view

Preparing Yourself for the Future.

Does it Really Matter?

NO.

NO.

1

How is the job of the future going to be?

how important is English skills to get a good job?

ENGLISH

EXPERIENCE

How do you compare with other factors.

ATTITUDE

What is it and how can it be improved?

WILLINGNESS

How far should you go?

SUPERVISOR RELATIONSHIP

How should it be?

What are the traps?

A supervisor can be a friend?

6

WORK ENVIRONMENT

How can you contribute?

Or can Stress encourage productivity sometimes?

7

PROFESSIONAL DEVELOPMENT

Is there anything else you should be doing?

NO.

2 1

What is the hottest trend?

In the 90’s a computer technician was the professional of the future. Today it is the ______?

NO.

3 NO.

2

It seems that there will be less specialist.

The new trend is a multi-skilled worker who understands a little bit about a lot of things.

4 NO.

5 3

4

Production will take care of itself Through the ages companies have tried to get machines and computers to substitute unskilled workers. Now they are able to do, it’s just a matter of few years.

There will always be a perfect job for everyone.

You might have to break some paradigms regarding careers and jobs, but there will always be something that you would love to do.

NO.

NO.

more to it.

Style of Workers 5

6

Stand out for the future.

You will have to do more than just showing up. This is already happening and it will be even more intense in a few years. It will be about

It is going to be fun many companies are already integrating the concept of fun at work and getting amazing results. It doesn't mean less commitments, but getting the right people who with real drive for the job.

“The future will be spectaculars for creative minds, people who really get the job done and I believe there will be no bulls***ing Donald Trump

The agitator - Very articulated and sometimes influential. They can be a pain for the leader, because they are never really satisfied neither productive. Some departments can make good use of them

The workhorse - What everyone think they are. Reliable and determined, the Workhorse is the finisher and will ensure that the job gets done.

The glue - When problems appear in the team or progress has stalled, the Glue smooths things over or suggests who might be able to get the wheels turning again.

conversation nine

step by step

How to get the best job

job of the future

role play

The job interview This exercise is a simulation for a job interview.

Some things you should pay attention to.

Keep your eyes opened - You have an obligation to yourself to always have the best job possible .If you already got it, good, but it is never bad to keep your eyes open for new opportunities.

1. Tell me about yourself: The most often asked question in interviews. You need to have a short statement prepared in your mind.

Give a hand - Whenever you could help a friend or someone you know to get a job, do it. You never know when you will need some help too.

2. Why did you leave your last job?

Stay positive regardless of the circumstances.

Be loyal to your company -Until the last day you work there you should be willing to express your loyalty and appreciation for your job.

3. What do you know about this organization?

This question is one reason to do some research on the organization before the interview.

4. Are you applying for other jobs?

Be honest but do not spend a lot of time in this area.

5. What kind of salary do you need?

A loaded question. A nasty little game that you will probably lose if you answer first.

step by step

Interview Tips Dos and don'ts for the job interview Appropriate attire - Dress appropriately for the job you are interview. You can’t be overdressed neither underdressed. The best approach is to blend in to whatever they are looking like.

Arrive on time - Actually early because you don’t know exactly how long it will take you to get there. No excuses are usually accepted for tardiness.

Communicate properly- It is not about memorizing answers, it’s about honesty, positive attitude, eye contact, firm handshake, asking the interviewer to clarify if you don’t understand the

Do your research- Find out as much as possible about the company’s needs and also about your department, team leader, technologies applied there, products, services, problems and everything else that you can get your hands on.

6. Have you ever had to fire anyone? How did you feel about that?

This is serious. Do not make light of it or in any way seem like you like to fire people.

7. Explain how you would be an asset to this organization.

It gives you a chance to highlight your best points as they relate to the position being discussed.

8. What is your greatest strength?

Numerous answers are good, just stay positive.

9. What would your previous supervisor say your strongest point is?

Loyalty, Energy, Positive attitude, Leadership, Team player, Expertise, etc.

10. Tell me about a problem you had with a supervisor Biggest trap of all. This is a test to see if you will speak ill of your boss.

11. Tell me about your ability to work under pressure.

You may say that you thrive under certain types of pressure. Give an example that relates to the type of position applied for.

12. Are you willing to work overtime? Nights?

Weekends?

This is up to you. Be totally honest.

Conversation

ten

International

experiences initial considerations

1 Have you had experiences abroad or have you host foreign colleagues?

If so, how was it? you travel abroad, how do you plan it, where 2 When do you get information?

3 Have you have any problems abroad or with foreigners?

think again • It is more interesting for the company when there is an opportunity for a team member to spend time abroad.

• Business travels are just that: business. There should be no room for fun or personal agendas.

• If you travel on business, the company must pay everything, including drinks, food, extra costs, etc.

• To speak English is really relevant for the leadership roles. Other should learn to support them, but is not fundamental.

• All employees should have an opportunity for an international assignment, either to do business or only for training..

• When people travel abroad they abuse their food and drinks allowances.

conversation ten

international experiences

reading

Benefits from Working Abroad

T

he experience you get from working abroad provides you with plenty of benefits, not only for your career, but also for your personal growth and maturity. It gives you another perspective for your life, family, your native country and everything around you.

You learn to really appreciate aspects you had never before realized in your life, like having dinner with your family, barbequing with friends, the nice weather in Brazil, the wonderful way our people interact with each other, etc.

Professionally speaking, just about any organization is being affected somehow by globalization, international trade and foreign competition. Thus, your international experience will come in handy in virtually any field you enter.

If your company offers you an opportunity to do a quick trip abroad (e.g. to attend a meetings), or even for some longer training or an international assignment, it would be very interesting to use the experience in order to gather as much information and knowledge as possible. Try to absorb and learn the way they work in a different culture, the good, the bad, different approaches and results and compare it to how you work in your own culture.

There will definitely be many cultural aspects that you can take up to improve yourself when you return and there will also be some aspects that are less interesting than in your own culture, which will

make you appreciate it even more.

If you decide to go on your own, the ideal scenario would be to find a similar job to what you do back in your country. However, experiences such as volunteering with any NGO will also provide you with extremely valuable skills that you might be able to relate to your career.

Before taking off, immerse yourself into learning as much as possible about the culture and the language of the country you want to go. Once abroad, don't stop learning. Study, travel, make friends and live the culture.

Always keep your company’s code of conduct in mind when you are aborad and never fail to comply with it.

Working and living in another country can be far from the paradisiac fantasy sometimes, but it will provide you with uncountable benefits for your career and even more for your personal life.

glossary Come in handy: be useful for a certain purpose; e.g.: for example Gather: collect, accumulate; NGO: Non-Governmental Organization; Code of conduct: a set of conventional principles, and rules for members of a particular group.

I.A. Stages 1

2

3

Excitement

Disillusionment

Adjustment/Early End

The prospect of working abroad is interesting and full of fantasies.

It becomes very clear that it is very different than the fantasy.

The employee starts to be home sick.

The employee finally adapts for the reality of the experience or end it early.

The candidate cannot wait to go and live an amazing adventure.

It is the crucial step.

Early ending could significantly damage the career and self steam.

conversation ten

international experiences

discussion

Point-of-View

The International Experience

Hosting Visitors NO.

What can we get from it.

1

2

Differences among cultures.

When traveling to a new country, we usually get messed up with cultural differences. A little information can get you a long way, like tipping, body language, etc.

Traits and skills Some traits and skills could help a lot if a person is involved with international experiences. Traits: Flexibility, sensitivity to cultural differences, risk taking, etc. Skills: Interpersonal skills, teamwork, language, etc.

3

Foreign visitors When receiving a foreign visitor we should take care of him/her all times, including airport shuttle, free time including night and weekends.

4

English only is not enough What else do you need? How do be effective when doing an international assignment? What have you learned from experiences at your company?

5

6

Technology x business assignments.

With the advancement of technology, international business assignments are becoming unnecessary.

Cultural adaptation When visiting another county we should follow their cultural rules.

1

Make them comfortable. Do you think is your responsibility to make them feel comfortable and at home? How? Why?

2

Explaining the cultural differences. Do you think they must adapt to our culture somehow?

Do you think you should instruct them?

3

International Food. Do you feel comfortable offering any food to them? Why? Which Brazilian food do you feel most proud of?

4

Translator. What do you think of having a translator at the company? Is it necessary?

How about teaching basic Portuguese?

Point-of-View

The hosting process Day 1.

How would you feel about the prospect of hosting someone? how you feel on the first day? What would be your biggest barriers?

Day 2.

In which way would you try to accommodate the person?

Would you keep this person next to you? Take them to lunch? Invite them for meeting?

“Humans are not meant to bound in inter cultural experiences.�

Santos Dumont

Weekend.

What would you do about the weekend? Would you invite them to meet your family? Would you do (or pay someone to do) a city tour?

Last day.

How would the last day be? Should they work? Should you offer to arrange check out, get a taxi, etc? Whartare your main recommendations?

conversation ten

step by step

international experiences

role play

The Restaurant

The Immigration

How to behave in an international restaurant

Immigration Interview Practice Questions

1. Dress appropriately.

Don’t wear sneakers or sleeveless shirt. Sandals are definitely a no-can-do.

What is your name?

2. If they don’t understand any language you speak...

Stay positive, calm and try to communicate somehow, drawing or point at the menu. Just don’t freak out and start yelling.

How do you spell your name?

3. To experiment or not to experiment?

There will always be exotic food in another country.

Some people are too adventurous and want to try new things. It is up to you. player, Expertise, etc.

Will you need an interpreter today?

Will you please state your date of birth?

What is the nature of your visit?

Have you used someone’s help in preparing your immigration application?.

Where are you staying?

What is the name of your contact here? How can I get in touch with this person?

Have you ever been denied a visa to this country?

step by step

Before you travel

Have you ever lived in a foreign country? (If yes) tell me more.

How much cash do you have on you? Can I see your credit cards, travelers check, etc?

What should you prepare, consider and know.

How long are you planning to stay?

Are you here for business or pleasure?

Can you explain the nature of your job and your company?

1. What are the things you can not forget to have ready and prepared?

2. Do you know how to use the phone in the other country and how to call Brazil? Do you know how to use a cell phone?

3. Is it a good idea to study the place online? How can you do that?

4. What things do you feel important to take with you in your luggage? (beside the ordinary) 5. Who takes care of hotel reservations, flights, etc, and how is it done at your company?

Do you own a house, or do you rent?

Are you a member of any political party or association?

Have you been deported from or denied a visa to any country?

Have you ever been treated for any serious physical or mental disorder, or chronic diseases?

Have you ever changed your name?

Do you have a dual citizenship?

Have you previously applied for a refugee status?

6. What could you do if you had to drive in the other country?

7. Do you study itineraries and other things on Google Maps? How do you do it?

Have you ever been refused a refugee status?

Are you trade union member?

Are you in good health?

8. Do you take cash with you? How much? Do you exchange it?

Conversation eleven

Meetings and

Ineteractions initial considerations

1 Do you think you could have less meetings?

2 What are the main topics you have at meetings?

3 What kind of meetings do you actually enjoy?

think again • Meetings are better when they are short.

• My company could eliminate 50% of their meetings right now.

• It is good to have food in a meeting.

• No meeting should be longer than 45 minutes.

• New ideas, strategies, topics should be discussed later during the meeting (Old stuff first).

• No one should think their points are too stupid or irrelevant to be exposed in a meeting.

• The meeting must start on time, even if only two people are already present.

• Managers love unnecessary meetings.

conversation eleven

meetings & interactions

reading

How to chair a meeting

W

e’ve all been there—the office meeting free for all! Nothing gets accomplished, people argue and temperatures are high. If this happens to you over and over again, you need to know how to manage difficult meetings by turning your leadership style around.

Whether you are a project manager or supervisor in charge of meetings, if you lose control of the meeting, you won’t get anything accomplished. Also, once you lose control it will be extremely hard to get it back.

The first thing you should keep in mind is that they probably don’t want to be there at that meeting. They have a lot of things to get done an they just want it to end.

There will always be on person who tends to overtake the conversation and speak too much. You need to remember that you should be in control and don’t be afraid to mediate and make sure every important idea is shared by everyone.

It is very easy for people to drift away from the point. It is your job to stick to the point and go through as effective as possible.

You are going to discuss some ideas and approaches that can be unexpected like a different view on things, new information and new ideas. Make sure you keep your mind open and also follow up afterward.

Don’t forget to make sure people are having a minimum of fun at meetings and enjoying it. It can be difficult to achieve it but it pays off.

You need to understand that people usually have a very, very different attitude when one-on-one compared to meetings. There is a big chance that they will either be more quite or more annoying. Some people are more courageous other hold it back. So it doesn’t mean they are phony ,it’s just the way things are.

Difficult topics can not be a surprise, unless they are announcements, in this case have small blocks of people at times. It makes it easier to control them. Just make the announcement and try to end the conversation as soon as you can.

glossary Hold back- To restrain, not to show.

Overtake- The be in charge unexpectedly.

Drift away- go in a different direction.

Different personalities at meetings The talker: Some ideas to try and deal with this kind of person include, waiting until he/she takes a breath; then thank him/her and say something like "Lets hear from someone else." You need to cut the talkative person short and move the discussion on.

The cynic: They have a particular problem with a certain issue. In some cases they may have a legitimate complaint. Try to point out that the purpose of the meeting is to find better ways to do things by constructive cooperation.

The silent one: They may be bored, feel themselves superior or maybe shy. Raise interest by asking directly for his/her opinion, asking for his/her view after indicating respect for his/her experience (but don't overdo this!).

The chatty couple: Pe o p l e h a v i n g s i d e conversations can sometimes be a problem in meetings. You could try drawing them back into the meeting by asking an easy question and recapping what has just been discussed.

meetings & interactions

conversation eleven

discussion

point-of-view

Meetings Mistakes

Flow of Ideas NO.

How to avoid the common mistakes.

1

2

Not calculating the cost.

Meetings cost the company the time of everyone in that room I've been in meetings where we're squabbling about $500-$1000 of a vendor's bid. If you calculated the cost of the time of everyone on that call, we easily wasted that money and more in our negotiations. this cost?

Zero preparation We've all been in meetings where the organizer doesn't have their stuff together. They just want to “talk about an issue.”

3

Reading to the group.

We've all run into this situation where someone reads off a PowerPoint for all those assembled. Is this a good use of our time?

4

Review of what was discussed last time Previous meeting notes is information that could have been disseminated beforehand and read.

5

Zero action items If you don't have action items, then the meeting was pointless. And don't ever have the action item, “Let's meet again to discuss.”

The water fountain is where a lot of ideas come together.

It helps to work in a room with everyone together.

People from other departments can see things you don’t.

Ideas evolve better in a discipline, organized department

Bosses don’t react well to out-of-the-box ideas.

Smaller companies are more flexible to new ideas.

point-of-view

6

They were not here I ran into this problem all the time with a previous client. I had to repeat meetings to keep other people “in the loop.” This meeting repeat nonsense resulted in taking forever to accomplish the smallest task.

“Excuse me, I have to go to another meeting. No? Oh thank God!”

Barack Obama

Does it Work? ideas to make a meeting more exciting

The servant president Have the president of the company enter the meeting and gladly refill coffee cups and water glasses.

Out of curiosity Have an employee occasionally enter the meeting room and ask you "Have you told them yet?" Answer "No I have not."

The consultant Hire a consultant to come to your meetings and make notes for later suggestions.

Location Have the meeting in a bar or the company’s club.

Small blocks Break the group in blocks of 2 or 3 and them regroup the ideas and put them together.

meetings & interactions

conversation eleven

step by step

role play

How to Interact

Facing the Customers

What would you recommend this people?

What would you do in this situations?

Shy This is natural, but you will need to overcome your shyness and make the effort to speak up occasionally,.

Let’s role play meetings with customers to deal with difficult situations.

Fish out of water. this person came from a competitor or replaced a very talented manager. The team doesn’t fully integrate them.

The “rookie” This person is not fully integrated to the team. The culture of the company is very different and they need to acquire skills fast.

The different one This person is the only woman, the only old person, the only one who is married, etc.

step by step

Difficult Customers How to be effective handling the worse.

Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively.

Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.

Stop apologizing - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value.

Empathise - Empathy isn't about agreement, only acceptance of what the customer is saying and feeling.

1- Late delivery.

Your company has been delivering products late very often.

2- Out of stock.

The costumer claims that is very common not to receive a product because your item is out of stock.

3- Bad service.

Your customer claims that your company is not treating them very well.

4- Quality problem The customer claims that the quality standard is being under the acceptable.

5- Uncompetitive price They think your competitors are delivering good quality for a much better price, specially from China.

6- Bureaucracy Your customer thinks that your company is very inflexible and you cannot do thinks as dynamically as the market demands.

7- Disorganization Your client thinks you are too disorganized and this means more costs and less agility.

Your Complain Let’s role play situations when you have to complain.

1- Wrong Product Your supplier sent you the wrong product.

2- Bad food You are at the restaurant and the food served is really bad and cold.

3- Bad service You called a supermarket and the service was really bad.

Conversation twelve

Public

Speaking initial considerations do you feel when you have to speak 1 How to a large group? are the main factor to consider when 2 What doing a presentation? advice would you give someone who 3 What is doing a presentation?

think again • Nervousness is a sign of weakness.

• You must do excellent presentations to move up in your career • It's a talent you have to be born with.

• You have to be funny sometimes.

• Everything you say must be relevant.

• My nervousness is worse than most people.

• It's too daunting and overwhelming • You have to be outgoing to engage an audience.

• It's all over if you make a mistake

public speaking

conversation twelve

reading

The Best Business Presentations

W

hen you are presenting in front of an audience, you are performing as an actor is on stage. How you are being perceived is very important.

If you want to be perceived right you have to pay attention at some details. First, dress appropriately for the occasion. Look serious if your topic is serious. Present the desired image to your audience. Look pleasant, enthusiastic, confident, proud, but not arrogant.

Don’t ever start by saying something like: “Good evening, my name is ...”. You have only one chance to make a good first impression, so start by saying something like: “135 days ago I was asked to...”, this way you already got their attention and interest. Also say something like “you are going to leave this room tonight with a much better understanding about...”.

down or standing still. Don’t keep your head down and don’t read from a speech. Use audio-visual aids for enhancement but only when it’s appropriate and necessary.

Master the use of PowerPoint well before your presentation.

Do not annoy your audience with excessive use of animation, sound clips, or strong colors which are always better left off.

You must really believe in what you are saying. You have a task to persuade your audience effectively. You need to keep to the point and speak about subjects and topics that are new an/or relevant for your presentation.

So far as fears go, public speaking ranks right up there with the worst fears. You are not the only one afraid to speak in public. Most people are, but it doesn’t matter. You must rely on the message, you must feel comfortable enough to put yourself in a position where you are going to talk about something that the audience needs and wants to know. And don’t forget to have fun in the process.

Learn to look relaxed, even if you feel a little nervous. You can do that by speaking slowly, enunciating clearly, and showing appropriate emotion and feeling relating to your topic and never, never read from your PowerPoint slide.

Make sure you are going to structure your presentation in a way that every topic is exposed at the right moment and you will never go too far in the subject.

Standing, walking and moving with appropriate hand gesture or facial expression is way better than just sitting

glossary Speech - A written script Aid - support material Rank - how the hierarchy or position is established

Steps for Outstanding Presentations 1

2

3

4

5

Do your best when preparing.

Slide layout is important.

Start right

Never read from the slides

The last 10 min.

Preparation has to be taken seriously.

You cannot just write words there.

You must create a good first impression

It is supposed to be only a reference.

That is what they are really going to remember.

How do you prepare your presentations?

What factors do you consider to prepare your slides?

How do you start your presentation?

Do you read? What do you think about it?

How do you end your presentations.

public speaking

conversation twelve

discussion

Speaking in Public

true or false

NO.

The Strategy for Public Speaking

What is the best approach to face the crowd and use public speaking to spark your career.

1

Emulate the masters Who is your role model in public speaking? Describe this person and skills. How can you learn from the masters? Should we copy them or just be ourselves?

2

Look sharp.

Do you think it is important to look good? What kind of visual do you go for? Should we wear a tie? How about the rest?

3

4

5

6

Who is nervous?

Everyone (with feel exceptions) is nervous before a speech. Do you think you should mention it? What can we do to relax?

Be an expert on your material.

How much do you research and study your material?

Should we be prepared for questions?

Test your ideas.

If you are going to talk about something interesting and original, test your ideas beforehand with someone you really admire and respect.

Practice, practice, practice Do you rehearse your speeches? How do you do it?

How many times should we rehearse

1

To be successful Speaking in Public you need to have a reputation to back you up.

2

You need to prioritize the interest of your audience. If they see you as boring you are done.

3

Say only things that are really relevant and well thought. Don’t speak too much.

4

Forget about how they perceive you. Just focus on how they are able to understand and assimilate what you are saying.

5

Use Powerpoint to a minimum, only to show very comprehensible charts, pictures, bullet points, etc. Remove all that can be removed.

Point of view

On camera 1- Appreciate the camera. It makes you visible to a main stream audience, inside or outside your camera. Love the camera, make it your friend, get used to it if you want to be somebody.

2- Video conference is the future. That is why you have to love the camera. The professional of the future will not travel 12 hours for a meeting when it can be done on camera.

“Treat your audience with respect. Respect their time and specially their attention.

Be prepared and make a sound p presentation.”

3- Expose yourself. Every opportunity you have, use it. Is anyone doing a video at your company? Offer to be interviewed. Do the same at wedding, parties, with the cell phone. etc.

Tony Robbins

4- Learn the tricks. There are a couple of things that can get you ahead of the game. Just google “good on camera”.

public speaking

conversation twelve

step by step

Preparing slides How to get the best from your slides.

1. Keep it simple – How do you plan what to put on your slides?

2. Transitions and effects – What is your opinion?

Should we ever use them?

role play

Presentation: Leadership In order to do a good job with the presentation, we need you to help us prepare it by filling the gaps bellow with your ideas

3. The template - What do you do, use a standard template, make one yourself, blank slides, why?

4. The order of the slide. Spend time in the right order of subjects.

5. Graphs. Do you use pictures? Videos? Are you charts super simple to understand?

step by step

Presenting in English How to be successful presenting in your second language

1- What is a leader?

- Factors of a leader - Success of a leader

2- Styles of leader -............................

-............................

3- Assessment of a leader -............................

-............................

4- Leader x Manager -............................

-............................

5- Confidence, Trust, Enthusiasm -............................

-............................

1. Calm down and focus on the important aspect here: you are going to be internationally visible at your company and your boss believes in you. So this is a very good thing happening.

2. Your English is fine. A presentation is not an English test. People will evaluate your ideas, your capacity to solve problems, how articulate you are. We tend to focus too much on the language.

3. Practice- Talk to the school and schedule a practice with your teacher. He will give you some honest feedback and it will get the edge off. Just remember that your teacher can help you with some vocabularies and expressions but you will not be able to improve your English in a week for this presentation. You need to be prepared all the time.

4- Focus on the message - As said in number three, is not the language is the message that is important.

Make sure you have something to say that will get people’s attention. Speak slowly and be interested in the message yourself. Connect with your audience, anticipate their feelings and questions.

6- The leader in a moment of crisis -............................

-............................

7- Managing routine -............................

-............................

8- Motivating people -............................

-............................

9- Pressure x Commitment -............................

-............................

10- Final words -............................

Conversation thirteen

The Secrets of

Total Success initial considerations was the most successful moment of your: 1 What career and your life?

2 What is your reaction when you fail?

3 What is your best example of successful life?

think again • Successful people tend to have more money.

• Failure is a good thing.

• Successful people tend to have more money.

• The power of positive thinking propels you to success.

• Success is related to self control and discipline.

• A successful career is never an accident.

• The harder you work the more successful you are.

• Successful teams have very few conflicts.

• Successful teams have successful leaders.

• The secret of success is.....

secrets of success

conversation thirteen

reading

How to feel Successful and Motivated

Y

ou can make yourself feel happy or sad, and you can send away whatever feelings you have. You are in control of your feelings and emotions but it takes hard work.

How is your physiology when you are down? how are you shoulders? How about your head? Your voice, your attitude? They are the consequence and the cause at the same time. You can control yourself by focusing on the right aspects of whatever you are feeling and snap out of it.

A lot of money changes hands because most of us don’t feel good. Think about a time when you were in excruciating pain or discomfort: wouldn’t it be true to say that you did everything you could to feel better?

What if you had a strategy for preventing this situations from occurring as often? What if you felt good most of the time? What if you felt more able to manage the difficult times with confidence in ways that weren’t counterproductive? What difference would that make in your life?

Success, like feeling good, is defined by you.

Whatever your definition of success, feeling good will go a long way to helping you achieve that aim.

Often, the way we feel makes all the difference when it comes to the way we develop our careers, how we behave in our relationships and with our children, how we manage our health, the decisions we make, and much more! Taking the time out to develop ways of feeling better and enjoying the subsequent success that will flow from there is a wonderful gift to offer yourself.

The key here is to remember that if you change the way you see things, the things you see will change.

What is inside of you is what can make you successful or a failure. If you squeeze an orange, you get orange juice. When people squeeze you, what do they get?

They get what you really are.

glossary Snap out - make yourself disconnect the feeling Excruciating- desperate and extreme Aim - To determine a course - target Squeeze - To press hard on or together; compress.

They also failed miserably Henry Ford

Bill Gates:

He wasn't an instant success. In fact, his early businesses failed and left him broke five times.

Have you heard of Traf-O-Data?. It was Gates first company, a total failure. Friends made fun of his stupid idea.

Soichiro Honda:

Walt Disney

Honda was turned down by Toyota Motor Corporation after interviewing for a job as an engineer.

He was fired by a newspaper because, "he lacked imagination and good ideas." After that, Disney failed with many companies.

secrets of success

conversation thirteen

discussion

How to Be Successful

true or false

Professional Success NO.

What is the best approach to get the most in life?

1

How you think is everything.

How can your thoughts influence you? What is to think positive? Give examples. What happens if we become pessimistic?

Discipline and Organization

A good worker is always very organized and neat.

Keeping track of your schedule and having things where they are supposed to be helps your career.

The extra mile

A successful worker doesn’t just do their obligations. It is necessary to work at least 10% more than what is reasonably expected from you.

Relationship with the boss

The boss is the person the company chose to represent its interests. You need to be absolutely aligned with your boss and anticipate his/her needs.

2 Decide on your dreams and goals.

How do you set your goals? What are the three important factors that make a goal achievable?

What are your most important goals in life?

3 Take action.

Goals alone have no meaning; you need to take action to make them real. What actions are you taking? What else do you need? How are you going to get it?

Value your are What talent

No one will value your talent as much (or more) than yourself. You have to be your they doing? number one fan and always trust your capacity, even when it’s not easy.

stop learning.

4 Never Other than going back to school, how can you learn more? What is the most important thing you have learned in the last year?

5 Be persistent and work hard. What is the secret to never give up on important things? Why do you think people give up?

better 6 Communicate What can you do to improve your communications skills? What are the most common mistakes you see in people when they are communicating?

more to it

What to Do When you Fail 1- You did something fantastic. There is a big chance that you failed trying to do something more aggressive and extraordinary.

2- Don’t overreact nor get desperate. It is not the time to take desperate actions. Take a deep breath, relax and wait a little.

“Always bear in mind that your own resolution to succeed is more important than any other.”

3- Get the lesson. Every successful person failed. they had to in order to be successful. The important point here is to learn the lesson.

Abraham Lincoln 4- Get over it. You lost this one, so what? Move on and forget it. Start over and don’t be afraid.

secrets of success

conversation thirteen

step by step

role play

Financial Freedom

How to Get out of This?

How to achieve it and specially keep it

What advice would you give these people?

1. Stop spending – It is obvious, but it is a decision you have to make. Budget your expenses and stick to it.

1- I hate my job.

The problem is that it pays me very well, I mean really good money. I don’t think I could get it anywhere else.

2. Get rid of Credit Cards – No, you don’t need them.

3. Have financial goals- It works all the time, you need to life from 70% of your income and have a plan for the other 30% 4. The need for comfort. Comfort is usually abstract and not very real. Use you common sense and buy what really makes a difference.

2- I have a lot of debts.

It is stupid but it happened. What can I do? I owe almost what I make in one year.

3- I lied to my best friend.

I know I should talk to him and be honest. But this time it is a big deal. It can change everything not only in our relationship and it also involves other people.

5. Bargain... all the time. Every cent that you don’t bargain you are stealing from your family.

4- I lost my job.

It was an amazing job. I still don’t understand what got me fired. Everything was normal and I was doing a good job.

step by step

Best People Only How to get and keep the best people around you.

1. Devote time and energy to your friends and family.

It is an investment that always pays off.

How much time do you devote to your loved ones?

2. Choose your friends. Friendship cannot be an acciddent. You have to choose the people you trust carefully.

Who are your best friends? How do you choose your friends?

3. Be Tolerant- I know, people frustrate you sometimes, but you do as well. People are not How much d you tolerate from your loved ones? Do you feel you should be more tolerant?

4- Make a difference - A friend will always be happy to make a difference and offer their best for the good of the friend.

What sacrifices have you made for a friend?

5- Be a friend when it’s not easy- Everyone can be a friend during times.

Have you stuck to a friend when everyone else left?

5- I don’t like my boss.

It is a big aversion. There is nothing extremely wrong with him, but I can’t tolerate the sound of his voice.

6- My daughter just got pregnant.

She is only 16 years old.

7- I am broke.

I lost everything I had in a stupid move and now I am broke.

8- I am im my sixth period at college and I changed my mind.

I think I want to do something else. I don’t feel I was born for this anymore.

9- I saw my colleague stealing from the company.

It is a person I like very much and I know this person is going through a difficult situation.

10- My husband just left me.

It was bound to happen, we were not getting along. The problem is my financial stability and my kids who will not have daddy home anymore.

11- I forgot our anniversary it was our 10th anniversary, supposed to be a big deal, but I completely forgot about it. My wife is not talking to me.

Conversation fourteen

How to Have

Any Conversation initial considerations

1 What is your approach for difficult conversations?

2 How do you plan your conversations?

3 What is a difficult conversation that you remember?

think again • Have difficult conversations in private with no chance of interruptions.

• No one likes to have difficult conversations.

• It is good to finish conversations as soon as possible.

• The worst person to have a difficult conversation is: a. my boss

b. my spouse

c. my parents

• How should we end important conversations • Difficult conversations work better when there is no emotions involved.

• The most important conversations were never planned to be a conversations, they just happen.

difficult conversations

conversation fourteen

reading

Effective Business Conversations

T

he most successful people have worked hard to master their communication skills and have impactful conversations. With conversations skills very sharp there will be much better chance for you to gain credibility and succeed.

First you need to assess your weakness. Are you organized and coherent when talking or rambling and unfocused. Do you put off business conversations or are you able to work through issues with confidence and empathy? Do you know when to talk, when to listen and when to ask questions?

Enhancing and expanding your conversation skills can help you to work on your ideas testing their efficiency, make better-informed decisions and obtain committed action from others.

In order to excel you need to be able to engage in clear and effective business conversations. You need to understand that your business conversations will define you as professional more than any other single action you do. Some simple actions could help you to develop yourself and bring you to the next level.

First, you should learn to empathize with the

person you’re talking to. You have to do your best to see every perspective from their point-of-view. More than that, you have to feel what they feel, really be in their shoes to do your best.

The flow between topics have to be coherent in terms of priorities and interests. If you are able to lead some of the conversation efficiently and bring up subjects that are really relevant and important for that moment, you will probably be going up in their perception of you as a professional.

Listen actively to what people say. You have the right to end any conversation at any time, if it’s not pertinent, but as long as you are engaged, give your total undivided attention.

Finally, less is better here. Talking too much will always hurt.

glossary Assesst - Establish the value Weakness - personal defect or failure Put off - Don’t do something immediately Engage - To be involved or occupied with something Bring up- Mention

Five steps for better business conversations Be informed and coherent.

Know what you are talking about

Compliment your partner every minute.

Be firm when you have to be, but don’t allow emotions to get in the way

Listen actively all the way.

Ask questions, pay

Learn how to flow the conversation, change subjects, end it, etc

difficult conversations

conversation fourteen

discussion

Tough Talk

Point of view

Talking to Your Kids

NO. How to have a difficult conversation with a staff member

1 1

Address the matter as soon as possible If possible, don’t wait for your staff members to complain to you. If you see an issue, deal with it as soon as possible.

2

4

2

WHEN

3

ATTITUDE

What should your attitude be at the conversation?

4

QUESTIONS

What if they ask difficult questions?

5

ATTENTION

What can you do if they are not interested to talk?

6

RANGE OF TIME

How do you know it is time to end the conversation and there is nothing else to talk?

7

FOLLOW UP

How do you follow up such conversation?

Sit, don’t stand If you’re both sitting down during the conversation, there’s less chance that tension will arise.

Focus on the issue, not the person

What is the best place to have the conversation?

What is the best time to talk to your kids?

Set a specific time and place Don’t bring up the topic by surprise, instead, alert the person first by saying, “I’ve got something important I need to discuss. .

3

WHERE

The chances of an effective conversation are increased if, instead of focusing on the person, you focus on the issue.

point-of-view

5

Be collaborative Tension is reduced as the two join forces to fight the common enemy.

6

Encourage the subordinate Explain that you want him or her to succeed At the same time, say that you have high expectations and you hope they will live up to

Starting a Conversation With your Spouse 1. Get the timing right.

None of us likes to be inconvenienced. Look for the right opportunity to begin your conversation.

2. Include your partner’s interests.

If your spouse is interested in football, movies—start with that subject.

“Conversation about the weather is the last refuge of the unimaginative.”

Jay Leno

finances,

3. Be realistic.

Don’t set yourself up for disappointment. If the two of you find it difficult to start a conversation, keep it simple.

4. Be appreciative and infuse hope.

Thank your spouse for listening to you. Tell him he encourages you and that you want to encourage him.

difficult conversations

conversation fourteen

step by step

role play

Asking for a Raise

Facing the Talk

How should the conversation go.

Let’s have some practice of difficult conversations.

1- Explain why someone is not getting a promotion.

1- What is the best time for asking for a raise?

2- Is it a good idea to do it in an informal place?

3. What are the best arguments for asking for a raise? How do you place them?

4. What if your boss asks for 6 more months?

5. What can you do to increase your value at the company?

3. What if your boss says no?

step by step

Firing People What is the most human way to do it.

1- What is your checklist before you do it?

2- Does it have to be in person?

3. What is the best time of the day to fire?

4. What if they don’t accept it as a normal thing?

5. What if they threat you and your company?

6. What if the person did something extremely wrong or immoral and that is the reason they are being fired?

You’re fired.

It is not elegant nor polite to say “you’re fired”. That is more reserved for references as opposed to the conversation itself. Here are some alternatives” 1.

2.

3.

4.

5.

You have the opportunity to resign.

We've decided to go a different direction.

We are reorganizing and you are no longer needed.

We have a new corporate mandate.

We are downsizing.

You have subordinate who works in your department for some time. a. There is an open position for supervisor. b. This person really believes he will get the job.

He is a subordinate who works very hard and does his best.

He is a good worker, but doesn’t have a star, nor strong leadership skills. He also has problems focusing on to get the job done, unless if you keep asking and putting pressure.

2- Confronting unacceptable behavior..

Your colleague is visiting some of your clients and taking orders from them. a. If he takes orders, he gets the commissions. b. He hasn’t done a very good job with his own clients.

You work in the sales department and one of your peers is trying to push sales to your clients.

You have talked to your boss but he thinks this is not important. So you either have to talk to him again or to your colleague.

3. Acknowledging a mistake (before being caught) You made a mistake and now you have to tell someone about it.

You invest a lot of your family money in some fund and you lost almost half of it. Your wife and kids are not aware of it and they think everything is ok with the money.

4. Telling a friend you are romantically interested.

You are single and became interested in one of your friends. This person has been friends with you for some time and it seems he/she would never imagine such interest from you.

You are both singles and she/he is your age. There was never any innuendo of romantic attraction between the two of you.

5. The Bank You have loaned some money from the bank and now you need just a little more to finish your project.

You have a small business that is under expansion and you did some renewing in the building that you need to conclude.