‘Notes On Spoken English for Corporate Jobs’.

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Dear students, this document contains notes of ‘Spoken English For Corporate Jobs.’ I request you all to
please refer the text to score good marks in the examination. Kindly use this document for your reference.
For five and ten marks questions the page number of the answers are mentioned. All the very best.
Your Professor.

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Content Page Number

1. Unit-1 4-7
2. Unit-2 8-10
3. Unit-3 11-14
4. Unit-4 15-17

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Unit 1 : English For Front Desk Management.
Questions:
Answer the following questions : 2 Marks
1. Write a note on front desk management.
Ans Front desk is a crucial connective link between the company and its clients. It is a place where you can
make a good impression on your clients and it provides an opportunity for you to stand out as the best
among other competitors.
2. Name the duties of a front desk manager?
Ans The front desk manager takes the responsibility of hiring and training the staffs. The manager takes the
responsibility of managing the work schedules. The front desk manager ensures that the front desk is
organized, he maintains equipments and supplies. He also manages the budgets, records and contracts.
3. What is greeting?
Ans. Greeting is one of the basic functions of communication; it helps people to connect at a more personal
level. Example: Good morning/ Afternoon/ Evening, Hello, How are you, How are you doing?”, How do
you do?, Pleased to meet you.
4. What is the function of greeting?
Ans. The functions of greeting are:
1. Greeting plays an essential role in everyday conversational routines.
2. Greeting comforts the other person.
3. It is a form of ritual.
4. They serve as an important function in building and maintaining social relationships.
5. A warm welcome helps the customer to feel Comfortable.
6. How do you welcome a new employee to the office?
Ans. Congratulations on being part of our team. The entire office welcomes you.
7. Mention any two customer complaints?
Ans. Customer complaints are the common issues in all the organizations. They are as follows
1. Long wait on hold.
2. Unavailability or out of stock.
3. Lack of follow up.
8. What are instructions?
Ans. Instructions are commands or steps needed to complete a particular task. They are more detailed and
specific as compared to directions. Clear instructions enable people to follow without getting confused.
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9. When are instructions essential?
Ans. Instructions are essential when we are required to do tasks which aren’t familiar. Its requirement is
mandatory when we do things for the first time.
10. Which are the two parts of instructions?
Ans. Instructions have two parts they are
1. Sequencers
2. Actions
11. Name the two techniques to handle compliments.
Ans. Handling, compliments shows the self dignity of oneself. When someone says something nice about
you, you must accept the complement in a grateful way for example: when the boss says that your
presentation was good, in response to his compliment you must say thank you. In this way one can handle
the compliments.
12. Name two ways to handle criticisms?
Ans. Handling criticism is a technique. It is easy to handle the compliments but, when one learns to handle
criticism it shows that the person is moving towards being successful. When the manager criticizes you by
saying that the project that is submitted is not up to the mark. You must reply by saying sir, Can you clearly
state your expectations? By responding in this way one can handle any type of criticisms.
13. What is good constructive criticism?
Ans. Good constructive criticism is a criticism which will help you improve in your negative aspects. It is
centred around helping someone to improve. It is seen as the form of positive feedback.
14. When is an apology required?
Ans. An apology is required in the following situations
1. When we have hurt someone intentionally or unintentionally.
2. Telling a lie.
3. When you break a promise or a rule.
15. Mention a phrase used to render an aplology?
Ans. Phrases that can be used to apologize are as follows:
1. I’m sorry, I forgot to call you back.
2. I’m sorry, I couldn’t attend the wedding.
3. We apologize, for creating a mess in your cabin.
16. What is the purpose of Consultation?
Ans. The main purpose of consultation is to solve the problem. To hear out the person’s needs and help to
identify a plan of action for solving their problems and accomplishing their goals.
17. Name any four problem solving skills.
Ans. There are many problem solving skills some of them are as follows.
1. Analytical skills
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2. Adaptability skills.
3. Logical reasoning.
4. Perseverance.
18. Define proactive mindset.
Ans. Proactive mindset is a mindset which enables identifying and executing the solution to a specific
problem.

Answer the following questions 5 marks

1. How do you deal with customer complaints?
Ans. Dealing with customer complaint is a skill. There are different kinds of customers each customer must
be dealt according to their problem in a systematic manner. Firstly the
1. problem must be identified unless you align the problem with your team you will be unaware of the
small details and the problem solving approach. After identifying the problem
2. Data must be gathered. After collecting the data we must look at the relevant data when gathering the
data a new perspective or a new hint as to why this problem exists will be known.
3. Brainstorming on possible solutions: The team should come up with ideas which may be possible
solutions. If teams are given a chance to come up with thoughtful options, everyone will have more
confidence and will be more likely to voice their ideas.
4. Narrow down the solutions: From long list of suggestions and potential ideas make a list of top five
problem solving idea to identify top five list, you can follow pros and cons list, swot analysis or scenario
analysis. Different problems require differe3nt levels of insight. By comparing data and analyzing the
options in hand you will arrive at smarter solution.

5. Go with optimal solution: At the end of the problem solving one must ensure that a optimal solution
which will be suitable must be put forth problem solving and decision making in the workplace is
undoubtedly an important skill. As a result, having the right systematic approach is essential.
( dear students, have a glimpse of page 12 and 13 for clarity)
3. Write an instruction for the following situations: How do you open a social media account?
Ans: 1. Open the required social media
2. Give the required details.
3. Create a strong password.
4. Your account is ready.
Answer the following questions : 10Marks
1. Mention the points to be remembered when greeting someone.
Ans: There are many things to be remembered during greeting someone. (kindly refer page 3 and put forth
your own ideas.)
2. Explain the strategies required to solve a problem.
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Ans: There is a set of strategy which can be used to solve a problem they are
1. Identifying the problem.
2. Gathering Data.
3. Brainstorming on possible solutions.
4. Narrow down the solutions.
5. Optimal Solution.
( students, please refer page 12)

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Unit II – Fluency and Etiquette
Answer the following 2
Marks
1. What is Language fluency?
Ans. The word fluent is derived from a Latin word ‘fluentem’ meaning ‘free-flowing’. The noun ‘fluency’ ia
an ability to flow freely without any obstacles.
2. mention any two types of etiquettes.
Ans. There are different types of etiquettes they are as follows :
1. Social Etiquettes.
2. Corporate Etiquettes.
3. Table Etiquettes etc.
3. Name the six levels of language fluency developed by CEFR.
Ans. Common European Framework of Reference has developed language fluency into six levels as follows:
1. A1
2. A2
3. B1
4. B2
5. C1 and
6. C2.
4. What is the full form of CEFR.
Ans. Common European Framework of Reference.
5.What is Body Language?
Ans. Body language refers to the body of the language. It is the way in which an individuals body reacts in
terms of action. In simple terms the way we sit, stand, maintain eye contact etc is considered as body
language.
II Answer the following questions. 5
marks
1. Write a note on Politeness Strategies.
Ans. According to Brown and Levinson (1978 – 65 ) certain acts can damage or threaten other person’s face
and these acts are known as face threating acts. These acts have the potential to damage the image of the
speaker. Hence speaker needs to adopt certain language strategies to avoid offences in corporate culture. The
strategies include
1. Juxtaposing criticism with compliments.
2. Creating common grounds to make the conversation easy

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3. Using jokes or puns
4. Addressing the person with name
5. Using honorifics like Mr. /Ms., Sir/Madam etc.,
6. Special discourse markers such as please, however, moreover, although etc.
(dear students please refer page 20 till page 21.)
2. Explain intonation.
Ans. Intonation is a set of rules that helps the listener to understand how the words are being spoken in
languages based on the inflection patterns and emphasis on certain words. Intonation complements the rise
and fall of the voice while speaking. The three main patter of intonation in English are
i. Falling intonation – Falling intonation describes how the voice falls on the final stress syllable of a phrase
or word. A falling intonation is common in wh – questions. For example: Where is the nearest Post-office?
ii. Rising Intonation – it describes how the voice rises at the end of a sentence.it is common yes or no
questions. For example: Are you hungry?
iii. Fall-rise intonation – It describes how the voice falls and then rises. While making uncertain statements
we normally take help of this intonation pattern. For example: I don’t support any IPL team now.
( Students, kindly refer page 27.)
3. What is language politeness?
Ans. The politeness in language is known as language politeness. Politeness in language helps us to maintain
decency in speaking. Through various strategies such as
1. On record strategy.
2. Positive politeness.
3. Negative Politeness.
4. Off record.
One can build the concept of language politeness by following the above mentioned strategy.
( Students kindly refer page 20-21.)
III. Answer the following questions 10Marks
1. What is language etiquettes? Explain with the help of corporate language etiquettes.
Ans. Etiquettes are system of norms, the customary code of a polite behaviour in the society by the member
of its group is known as etiquettes. Language etiquettes are the etiquettes which is concerned with polite way
of using the language.
Language etiquettes are as follows
1. Social etiquettes.
2. Corporate etiquettes.
3. Business etiquettes.
4. Table etiquettes

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5. Telephone etiquettes and
6. Linguistic etiquettes
(students, kindly refer page 18)
2. Explain polite strategies with examples?
Ans. Polite strategies are used to maintain politeness in relationship. Polite strategies are as follows:
1. On record Strategy.
2. Positive Strategy.
3. Negative Strategy.
4. Off record.
(Students, kindly refer page 20 – 21.)
3. Elaborate intonation and voice modulation with the help of elements of voice modulation.
Ans. Intonation complements the rise and fall of voice while speaking there are three main patter in
intonation. Voice modulation is a transformation in voice it has various elements.
( students, please refer page 26 -27.)

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Unit- III Business Speeches
I Answer the following questions 2 marks
1.What are the different types of business speeches?
Ans. There are different types of business speeches they are as follows :
1.Informative Speech.
2.Persuasive Speech and
3.Special Occasion Speech.
2. Define persuasive speech.
Ans. Persuasive speech is a speech which is delivered with the intention of convincing the audience to
accept the opinion, viewpoint or fact and create influence on the audience.
3. What are the kinds of persuasive speech?
Ans. Persuasive speech has different kinds they are as follows.
1.Factual Persuasive Speech.
2.Value Persuasive Speech and
3. Policy Persuasive Speech.
4. What is an apology speech?
Ans. An apology speech is a speech which is expresses pardon to the person to whom wrong is done. For
example a politician who has done a mistake against the party is apologizing in the party meeting for the
wrong comment done by him against the party, similarly a sportsmen who is late for the practice begs the
pardon of his coach.
5. Define Eulogy.
Ans. Eulogy is a speech which is given in honour of the dead. The eulogy does not mean elegy, which is a
song of mourning.
6. What are the occasions for a toast?
Ans. A toast is a speech which is done in appreciation of an individual for his success in a particular aspect.
It is done in an occasion of congratulating someone for the new job. It may be done during the celebration of
a marriage etc.
7.What is the purpose of introductory speech?
Ans. Introductory speeches are short speeches. Introductory speech is a speech which is given during the
introduction. Its main purpose is to introduce a subject, person or a particular situation. Introductory speech
is usually done during the beginning of a speech.
8. Name any four types of ceremonial speech.
Ans. Ceremonial speeches are speeches that are given during a ceremony or ritual. Ceremonial speeches are
as follows:
1. Introductory speech.
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2. Dedication speech.
3. Farewell speech and
4.Eulogy speech.
9. Define occasional speech. Mention few occasions that demands speech.
Ans. Occasional speeches are speeches which are given in an occasion. The context of an occasional speech
depends on the situation. Occasional speech demands kindness in the delivery of the speech, it also demands
a little entertainment. The basic purpose of the speech is to point out the importance of a specific objective
of a particular gathering.
10. Mention the importance of visualization for effective presentation.
Ans. Visualization is important for effective presentation because through visualization one can see where he
or she stands. Most of the great personalities of the world have followed the technique of visualization
without visualization the presentation will not be effective.
11. Mention the different visual aids used for presentations.
Ans. Visual aids are the aids which are used for presentation in which one can observe the explanation
through their eyes. There are different visual aids that are used in the presentations they are : Charts, ppt on a
projector, map, videos etc.
12. Why is important for a speaker to know the audience?
Ans. It is necessary for the speaker to know the audience. If the speaker fails to know them then the whole
purpose of giving a speech will be of no use. Hence, it is not only important but also necessary for a speaker
to know the audience well.
13. Mention the importance of time management in effective presentation.
Ans. Time management is necessary in almost all the fields. In the field of effective presentation if time
management is not learnt then there is no chance for the presentation to be effective. Due to lack of time
management people take more time to execute a speech this results in boredom of the listeners. In teaching
field a teacher or the professor manages the time by creating a lesson or teaching plan. Thus, their
presentation becomes more effective.
14. Define two-way conversation.
Ans. Two-way conversation is a conversation which is dependent on both the receiver and the giver of
message. The giver of the message must be aware as to whether the people listening are attentive. Thus two -
way conversation is a conversation which is based on the interaction which is two-way.
15. What is receiver driven conversation?
Ans. Receiver driven conversation is conversation which is receiver centred. The speed at which information
goes from sender to receiver is driven by the receiver’s needs. A conversation is done based on the need of
the receiver at this point it is a receiver driven conversation. In case if the conversation is sender centred then
it cannot be called as a receiver centred conversation.
16. Explain the importance of silence in presentation.
Ans. Silence is essential in presentation there are two types of silence. The first is for you to think. This the
first pause. In a conversation , after you express each idea, you look to see if the other person has “got the
idea” .Again you do so while pausing. We call this the second pause. The first pause is for you to think. The
second is for them to think.
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17. Name few audio aids used for a presentation.
Ans. Audio aids that can be used for presentations are:
1. Recorded audio through speakers.
2. Audio tape
3. Compact disks etc.

18. Why can GIFs be used in presentation?

Ans. GIFS are looped animated images used to communicate a mood, idea, information and much more.
Users add GIFs to power points to be funny or quickly demo a process. This makes the presentation
attractive and interesting.
19. What are the factors to consider knowing the audience?
Ans. The factors to consider knowing the audience are :
1. Size of the audience.
2. Knowledge of the topic.
3. Expectations of the audience etc.
20. How should a presenter prepare for a Q and A session?
Ans. A presenter should :
1. Prepare the questions and answers in an understandable manner.
2. He must plan the time.
3. Stick to the limit.
4. Notify the audience etc.
Answer the following questions 5 Marks
1. Explain informative business speech and types of informative business speech.
Ans. Informative business speech that delivers any information to the audience that they don’t know before.
The different types of informative business speech are :
1. Speeches about Objects.
2. Speeches about Events.
3. Speeches about Processes and
4. Speeches about concepts.
(Dear students, kindly refer page 30-31.)
2. Describe the different types of Persuasive speech.
Ans. Persuasive speech is of three types they are as follows
1. Factual Persuasive Speech.

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 2. Value Persuasive Speech and
3. Policy Persuasive Speech.

(Students kindly refer page 31.)

(Question 3 to 10 are questions which you need to answer on your own.)

Answer the following questions 10 Marks

1. Explain in detail the procedure to prepare a power point presentation.

Ans. Students kindly refer page 48-58)

2. What are the principles of an effective power point presentation.

Ans. ( The answer is in page 44 till 46).

3. Mention the kinds of persuasive speech and explain.

Ans. ( answer is in page 31.)

4. Explain the principles of public speaking.

Ans. (34-36)
5. What are the guidelines to prepare an effective speech?
Ans. Your own answer, kindly refer the text.
6. Elaborate on the different types of occasional speech.
Ans. Retirement speech, promotion announcement speech etc.( From page 38-40.)
7. Explain the different purpose of business presentation.
Ans. Refer page 41-43. Kindly add your own perspectives.
8. Explain the basis on which audio-visual aids have to be chosen?
Ans. Your own answers, kindly refer the text. (page 46-47.)
9. What are the guidelines for preparation of public speech.
Ans. Your own answer based on the class explanations.

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Unit-4 Cross Cultural Communication
I Answer the following questions 2 Marks
1. What is Cross - Cultural Communication?
Ans Cross Cultural communication refers to the process in which different cultural background people adjust
to with each other to improve communication with one another. It requires understanding the similarities and
differences of people from distinct cultural backgrounds.
2. Write an example for lack of effective Cross-Cultural Communication?
Ans. When there is no proper cross-cultural communication there will be a lack of bonding in the
community. For example : When there was a meeting between the Japanese and Indian company the Indian
company heads asked the Japanese representatives to take their seats. Actually, according to Japanese
culture there is a tradition of being seated according to hierarchy when this was not followed the Japanese
representatives left the meeting hall breaking the contract. The result of lack of effective cross-cultural
communication results in this kind of situations.
3. In Brazil showing the thumb held upwards, means everything is ok and in France it means Hurry
up
4. Write an example for cultural differences.
Ans. There are many examples for cultural differences. For example, in Indian traditions people are used to
wearing a dhoti whereas the western traditions always prefer wearing of a pant. During the meeting of a
western company if an Indian goes with a dhoti, it shows the cultural difference.
5. Why are questioning skills important?
Ans. Through questioning skills one can analyse the situation, find a solution and make the matter clear and
transparent.
6. What are close and open-ended questions? Give an example.
Ans. Close ended questions are the questions which requires a short answer. Example: “yes” or “no”.
Whereas a open-ended question cannot be answered within a word, it requires a detailed explanation.
7. What is a probing question?
Ans. A probing question is a question which forces the respondents to think more deeply about the
information they recall for their answers in corporate sector.
8. Write any three or four situations in which you would need a clarification.
Ans. (students kindly recall the class explanation and write it in your own words.)
9. When can you use probing questions at work place?
Ans. Usually, probing of questions are done when there is a need for it. When the employee is regularly
irregular or when there is a need for clarification, we use the probing of questions. Probing of questions are
done to either solve a problem or to avoid the further repetition of a particular problem.
10. What is an Etiquette?
Ans. An Etiquette is a basic mannerism that is followed in our day-to-day life. It is a combination of
politeness, code of behaviour that delineates expectations and concern for others.
11. Write an example for etiquette of punctuality in cross-cultural communication.
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Ans. Etiquette of punctuality is a main quality which shows behaviour of a person. In the field of Army and
Police this is a main discipline which is not forgivable. Hence, punctuality is a main focus in all the
organisation. Thus, discipline must be maintained in following a proper time as Shakespeare says it is better
to be an hour early than to be a minute late.
12. Write an example for unusual business etiquettes around the world.
Ans. Kindly refer page number 68.

II. Answer the following questions: 10 marks

1. What are the factors that affect the Cross-Cultural Communication.
Ans. There are many factors that affect the Cross-Cultural Communication they are:
1. Regional factors.
2. Environmental factors.
3. Cultural factors.
4. Managemental factors.
There are many factors that affect the Cross-Cultural Communication kindly build the points and elaborate
it. Remember those things that I had taught you in the class.
2. Write a brief note on strategies of Cross-Cultural Communication.
Ans. Strategies in Cross-Cultural Communication is used to improve and proceed the concept of cross-
cultural communication.
Cross-Cultural Strategies are as follows:
1. Follow Etiquette
2. Avoid Slang.
3. Speak moderately.
4. Keep it simple.
(kindly, refer page 60-61.)
3. How to improve Cross-Cultural Communication at workplace? Explain.
Ans. There are many ways to improve the Cross-Cultural Communication they are as follows:
1.Gain Knowledge about different cultures.
2.Improve interpersonal skills.
3.Avoid non-verbal hints.
4.Keep flexibility.
(Kindly, refer page 62 for complete explanation.)
4. Describe the common challenges faced in Cross-Cultural Communication at workplace? Explain.
Ans. There are many challenges that an individual has to face. The civilization from the beginning has faced
these challenges through history man understands who to not commit the same mistake. In the same way we
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must learn the art of cross-cultural communication to overcome the challenges . the various challenges faced
in cross-cultural communication is as follows:
1. Different communicational styles.
2. Different attitudes towards conflicts.
3. Different decision-making styles.
4. Different approaches.
5. Different attitudes towards disclosure.
(Dear students, kindly elaborate the points and add many other related ideas make your answer at-least, for
one and half page.)
5. Write Lana Barnay’s sources of Miscommunication in Cross Cultural Exchanges.
Ans. Students you must be aware of my classroom explanation kindly, write it. Also refer page 62.)
6. How to deal with language differences? Write the key points to overcome language barriers in the
work place.
Ans. Language differences are the basic difficulty which can be seen in all most all the fields. The only way
to overcome it is to learn the language. (answer is in page 63 -65.)
7. Write the importance of using Questioning Techniques at workplace?
Ans. (refer page 65-67).
8. Write the importance of etiquette in business.
Ans. (refer page 67-68).
9.Why etiquettes are important in Cross-Cultural Communication? Explain with examples.
Ans. Give your own views.

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 Conclusion
Dear students I wish you all the very best for your examination. This is a good scoring paper hence, I
request all of you to put efforts. Kindly, use the text book that I have sent you. May the good God bless
you all.

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