BEP 60 – 劝说 2: 建立需求

Welcome to the second in this three-part Business English Pod series on presenting your ideas presuasively.

Last time we heard a bad example and a good example of persuasion. Then we covered the first step of the Monroe Sequence: We learned that to be persuasive, you first need to get the audience’s attention by establishing the relevance of the topic. We also talked about how it’s extremely important to relate your proposal directly to your audience’s needs.

In today’s show, we will be continuing on that theme by looking in detail at the second step in the Monroe Sequence, the need step. This is where you demonstrate to the audience that there is a serious problem with the current situation. This prepares them psychologically to accept your solution.

Let’s continue listening to the good example of persuasion that we started last time. 记住, Steve has just gotten his audience’s attention by pointing out the amount of money that Swift loses every year due to turnover. He has also posed a problem: How can we reverse the trend and turn the situation around?

听力问题

1. What’s the highest temperature in the welding room?
2. What does Steve present firstthe problem or the solution?
3. What kind of strategies does Steve use to paint a vivid picture of the need for his solution?

Members: PDF Transcript

Download: Podcast MP3

BEP 59 – 劝说 1: 引起注意

Do you ever need to persuade or convince someone of your point of view? Do you need to win support for a proposal, or get backing for a project? Of course you do. 劝说 – convincing someone of somethingis an essential part of almost everything we do, from informal discussions to formal negotiations. To be successful, you need to be persuasive. You need to get people to accept a different point view, to see things your way. How can you be more persuasive? In this three-part series, we’ll be giving you some answers.

Throughout the years, many talented speakers and researchers have been developing ways to persuade people effectively. One of the most widely used methods is Alan H. Monroe’s. In the mid-1930s, Monroe created a persuasive process called theMonroe sequencethat has become a standard in business, media and politics. Once you know it, you’ll recognize it everywherein speeches, statements, proposals, advertisements. It’s popular because it is logical and effective.

所以, over the next three Business English Pod episodes, we’ll be studying language and strategies for persuasion based on the Monroe Sequence.

The Monroe Sequence has five parts.
1) Get the audience’s attention
2) Establish a need
3) Satisfy that need
4) Visualize the future
5) Call for action

This lesson will focus on the first step, getting the audience’s attention.

The listening takes place at Swift, a bicycle manufacturer whose major market is the U.S. We’ll be listening to a good example and a bad example of persuasion. First let’s examine the bad example.

听力问题

Bad example
1. Whose needs does Franz focus on? 那是, whose needs is he taking into consideration when he makes the proposal?
2. Why is Franz’s proposal so ineffective?

Good example
1) What does Steve do at the beginning of his presentation?
2) Whose needs does Steve focus onthe workersor the management’s?

Members: PDF Transcript

Download: Podcast MP3

BEP 54 – 客户服务: 处理投诉 2: 解决投诉

This is the second in a two-part Business English Podcast series on handling angry customers on the telephone. In today’s show we’ll be looking at how to resolve the customer’s complaint.

First a quick review: In part one we learned the first three steps for calming down angry customers and dealing with their complaints: 第一, we need to acknowledge their emotions by showing empathy. Second, we should identify the background to their problem so that we can take the right steps to fix it. And third, we should listen actively to show them that we care.

Where we left off last time, Sandy, a service associate at the front desk of the Majestic Hotel, had just finished identifying Steve’s problem. Let’s continue listening to see how Sandy resolves the complaint.

听力问题

1) How does Sandy show that he is actively listening to Steve?
2) What does Steve need?
3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?

会员: PDF成绩单

下载: 播客 MP3

BEP 53 – 客户服务: 处理投诉 1: 移情

Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector. “Hospitalitymeans treating guests well; and here, we’re talking specifically about hotels. Because service is so vital to hospitality, hotels are a good place to look for excellent service practices.

So today we’ll be listening in on a phone call from an angry customer at the Majestic, a five-star hotel in Shanghai. By listening to a bad example and a good example of service practice, we’ll be studying skills that are useful in any industry, no matter whether you are dealing with internal or external customers.

We’ll see that a very important part of handling angry customers is showing empathy: Empathy is similar to sympathyit means showing that you understand the customer’s pain.

听力问题

不好的例子:
1) How does the customer, Steve, learn the service associate’s name?
2) What is Steve’s problem?
3) How could Jenna have handled the complaint better?

好的例子:
1) When Steve says, “I’m at the end of my rope,” what does he mean?
2) What does Sandy do to calm Steve down?

Members: PDF Transcript

Download: Podcast MP3

BEP 48 – 冷拨电话: 处理异议并结束通话

This is the last in our three-part Business English Podcast series on cold calling. 在今天的课程中, you’ll learn how to deal with several typical kinds of objections that a potential customer might raise.

When Steve first asked for an appointment, Linda didn’t agree right away, did she? As you know, it’s normal for even a good prospect to give you one or two negative responses, so it’s important to be ready to deal with these and “turn them around” skillfully.

Today we’ll be listening to the last part of the cold calling dialogue between Linda and Steve. 当你听, pay attention to how Steve turns around Linda’s objections.

听力问题

1. When Steve asks for an appointment, what is Linda’s first response?
2. What is Linda’s second objection?
3. How does Steve deal with Linda’s objections?

PDF Transcript

Download: Podcast MP3