Business English - Level Six

What You Will Learn

1- Customer Service

• Discuss factors in and importance of customer service
• Listening: An interview with the manager of a top restaurant
• Reading: Customer service is changing the world: Up close and global - Financial Times
• Language: Complaints / Gerunds 
• Skills: Active Listening
• Case Study:Hurrah Airlines: Deal with customer complaints
• Writing: report

2- Crisis Management

• Discuss ways of handling crises
• Listening: An interview with a professor of ethics and social responsibility
• Reading: How not to take care of a brand I Expect the unexpected - Financial Times
• Language: Handling crises / Conditionals 
• Skills: Asking and answering difficult questions
• Case Study: In Range: Plan a press conference to defend criticism of a video game
• Writing: article/report

Self Study

Mergers and Acquisitions

• Define and discuss acquisitions, mergers and joint ventures
• Listening: An interview with the Director of an M&A research centre
• Reading: Green targets - Corporate Knight
• Langauge: Describing mergers and acquisitions Prediction and probability
• Skills: Making a presentation
• Case Study: Rinnovar International: Present recommendations for an acquisition
• Writing: report

Requirements

• Level 6 in OTO program.
• Level 1 in Business English Course
• Level 2 in Business English Course
• Level 3 in Business English Course
• Level 4 in Business English Course
• Level 5 in Business English Course

Description

"The customer is never wrong." Cesar Ritz (1850 -1018), Swiss Hotelier