English Conversation - Hotel (1)

229Cash. Money in the form of coins and notes. Cash (Coins) ภาพท่ี 7.3 ตัวอย่าง Cash (Coins)ท่มี า: http://www.irishviews.com/400x300/pound-coins.jpg Cash (Notes) ภาพที่ 7.4 ตวั อยา่ ง Cash (Notes)ที่มา: http://spintheglobe.wikispaces.com/file/view/dollar.jpg/32004867/dollar.jpg

230 Receipt. Piece of paper that is given to show you have paid forsomething. ภาพที่ 7.5 ตวั อยา่ ง Receipt. ท่ีมา: http://thegogreenblog.com/wp-content/uploads/2008/12/bank-of-america- receipt.jpg Cheque (British Bank). Special piece of paper which you fill in to authorize abank to pay from your account. ภาพท่ี 7.6 ตวั อยา่ ง Cheque (British Bank). ท่ีมา: http://419.bittenus.com/pictures/MissYoung_Cheque.JPG

231 Bill. Piece of paper which shows how much money you owe for goods and services. ภาพที่ 7.7 ตวั อยา่ ง Bill. ท่มี า: http://thefolio.files.wordpress.com/2008/10/restaurant-bill1.jpg ภาพที่ 7.8 ตัวอยา่ ง Bill.ที่มา: http://spiralbutterfly.com/wp-content/uploads/2011/03/restaurant-bill.jpg

232 ภาพท่ี 7.9 ตวั อยา่ งเวปไซดท์ ส่ี ามารถตรวจค่าเงนิ ภาพที่ 7.10 ตัวอย่างเวปไซด์ทสี่ ามารถตรวจค่าเงิน ที่มา : ธนาคารกรงุ เทพ(http://www.bangkokbank.com/bangkok%20bank%20thai/personal%20banking/foreign%20exch ange/fx%20rates/pages/default.aspx)

233พนักงานโรงแรมที่ทาหน้าท่ี บรกิ ารแขกผ้เู ข้าพกั ในสว่ นของ Front หรอื Receptionistทาหน้าท่บี ริการตา่ ง และใหข้ ้อมลู กับแขกผ้เู ขา้ พัก Check-in และ Check-out ควรจะตอ้ งมคี วามรใู้ นเรอ่ื งของการแลกเปล่ียนเงนิ ตราต่างประเทศในประเทศตา่ งๆในโลก(Currency Exchange) เพราะฉะน้ันการที่จะสารวจอตั ราการแลกเปลยี่ นของเงินสกลุตา่ งๆน้ันพนกั งานโรงแรมควรจะมีการตรวจสอบอยา่ งใกลช้ ดิ เพราะว่าอตั ราการแลกเปลีย่ นเงนิ ในสกลุ ตา่ งๆนั้นมีการเปล่ยี นแปลงอยู่ตลอดเวลา เพ่ือใหก้ ารทางานมีความผดิ พลาดในเรอ่ื งการเงินนอ้ ยทส่ี ดุ กจ็ ะเปน็ การดี ตวั อย่างการเชค็ อตั ราการแลกเงนิ สามารถเชค็ ได้ตามเวปไซด์ของธนาคารทวั่ ไป ดงั ตวั อย่างในรปู ภาพท่ี 7.9 และ7.10Using numbers เวลาทแ่ี ขกผู้เขา้ พกั ต้องการท่ีจะทาการ Check-out นั้น พนกั งานโรงแรมท่ีทาหน้าท่ใี นการ Check-out น้ัน ควรที่จะรู้ในเร่ืองของการคานวณเบอื้ งต้น เคร่ืองหมายและคาศพั ท์ทีใ่ ชใ้ นการคานวณทางคณติ ศาสตร์ได้ และสามารถสือ่ สารกบั ลกู คา้ชาวต่างชาติไดอ้ ยา่ งคล่องแคล่ว และไมค่ วรทจ่ี ะมีการผิดพลาดในการคดิ คานวณและการบอกจานวนรวมโดยใชภ้ าษาอังกฤษ

234ตารางท่ี 7.2 แสดงสัญลักษณแ์ ละคา(ภาษาองั กฤษ) ในการคานวณทางคณิตศาสตร์Symbols Words Sentences Plus 1+1  One plus one +- Minus 2-1  Two minus onex Multiplied by 2 x 2  Two multiplied by two or Times Two times two÷ Divided by 10 ÷ 2  Ten divided by two= Equals 5 + 5 = 10  Five plus five equals ten. Point 4.7  Four point seven% Percent 20 %  Twenty percentตัวอย่าง£24 + 15% service = £27.60Twenty-four pounds plus fifteen per cent service equals twenty-seven pounds sixty.$1,000 – 10% = $900One thousand dollars minus ten per cent equals nine hundred dollars.

235Reading Read this memo explaining the Grand Hotel’s policy on room rate. And try to do the exercise after this chapter. ภาพที่ 7.11 แสดง The Policy on Pricing and Room Rate ของโรงแรม Grand Hotel. ที่มา: (Harding & Henderson, p.71-72)

236Present Perfectจะเห็นได้ว่าในบทสนทนานน้ั มอี ย่หู น่ึงประโยคท่ีใช้ Present Perfect หลกั การใช้Present Perfect น้ันถ้าจะอธบิ ายแบบกวา้ งๆคอื กริยาที่ใช้ในรปู Present Perfect เพ่ือกลา่ วถงึ สถานการณ์ท่ีเริม่ ตน้ ในอดีตและยังคงปรากฏผลอยใู่ นปัจจบุ นัโครงสรา้ งของ Present Perfect Subject + Auxiliary verb (have/ has) + past participle (V.3)ตารางที่ 7.3 แสดงโครงสรา้ ง Present PerfectI finishedWe have (‘ve) cleanedYou have not (haven’t) startedThey lostHe doneShe has (‘s) beenIt has not (hasn’t) gone I finished ? we cleaned?Have you started? they lost? he done?Has she been? gone? itท่มี า (Murphy, 2000, p. 38)

237 จากโครงสร้างของ Present Perfect ขา้ งบนนั้น จะเห็นได้ว่า Verb ชอ่ งที่3 หรอื เรยี ก อีกอยา่ งว่า Past Participle (V.3) ดงั นัน้ Verb ทจ่ี ะเปลีย่ นเป็นช่องท่ี3น้นั จะมีอยู่2ชนิด คือ 1. Regular verb : Verb ที่เปลย่ี นเป็นชอ่ งท่ี 3(Past Participle) นนั้ จะลง ทา้ ยเปน็ -ed เหมอื นกันกับ Past Simple เช่น คาว่า clean  cleaned, finish  finished, start  started เปน็ ตน้ 2. Irregular verb : Verb บางคาทเ่ี ปลี่ยนมาเปน็ Past Participle นัน้ จะ สะกดเหมอื นกบั Past และยังมีอีกหลายคาที่ Infinitive, Past and Past participle สะกดแตกต่างกัน ดังดไู ด้จาก List of irregular verbs ด้านลา่ ง (ตารางท่ี 7.2 และ 7.3) ตัวอยา่ ง Present Perfect Timeline ภาพท่ี 7.1 ภาพแสดง Timeline ‚Present Perfect‛ ท่ีมา (http://cdn.dipity.com/uploads/events/217cd223b22bb88fd09728fc54a5f5af_1M.png)

238ตารางที่ 7.4 List of irregular verbsที่มา (Murphy, 2000, p. 240)

239ตารางท่ี 7.5 Irregular verbs in groupsทีม่ า (Murphy, 2000, p. 241)

240สรุปท้ายบท บทท7่ี Check-out พนกั งานโรงแรมนน้ั ถือวา่ มีหน้าท่ีสาคัญมากๆในการคดิ คานวณ ตัวเลขต่างๆ เช่น Room Rate, Other service bills (Spa, Bar, Restaurant , Room service etc.), Currency Exchange โดยรวมๆแล้วกจ็ ะเป็นหนา้ ทีเ่ กอื บสุดท้ายในการบริการและการ สร้างความประทับใจ ในบทเรียนนี้จะมเี น้อื หาเกยี่ วกับบทสนทนา คาศพั ท์ รวมไปถึงรปู ภาพท่ี เกี่ยวขอ้ งกับการชาระเงินประเภทตา่ งๆของแขกผ้เู ข้าพกั โดยเฉพาะอยา่ งยิ่งการใช้สญั ลกั ษณ์ และคาศพั ท์ในการคานวณทางคณติ ศาสตร์ทเ่ี ป็นภาษาอังกฤษและไวยกรณท์ เ่ี กยี่ วข้องในบท สนทนา ซ่งึ มคี วามสาคัญมากในการทาข้ันตอนน้ี เพราะเกี่ยวกบั เรอ่ื งเงิน เพราะฉะน้นั พนกั งาน โรงแรมจะตอ้ งเขา้ ใจของการสื่อสารอยา่ งถ่องแท้เพอื่ หลกี เล่ียงความผิดพลาด

241คาถามทบทวน 1. What is a traveller’s cheque? ………………………………………………………………………………………… ………………………………………………………………………………………… 2. What is a receipt? ………………………………………………………………………………………… ………………………………………………………………………………………… 3. Could you write down these figures with the spoken sentences and get them to make the final calculation? - $5,400 + $4, 332 = ………………………. Spoken sentence: …………………………………………………………………………………… …………………………………………………………………………………… …………………………………………………………………………………… - £206 + £3,425 = ………………………….. Spoken sentence: …………………………………………………………………………………… …………………………………………………………………………………… …………………………………………………………………………………… - 20% of ฿18,500 = ……………………………. Spoken sentence: …………………………………………………………………………………… …………………………………………………………………………………… ……………………………………………………………………………………

2424. Using the information in the memo (Figure 7.11), answer the questions andcalculate the income for the hotel in each of these cases. - Who decides the rate for different agents? ___________________________________________________________ ___________________________________________________________ - When must a guest stay to get a 15% reduction? ___________________________________________________________ ___________________________________________________________ - Five couples staying for two nights (Friday and Saturday) in standard room. ___________________________________________________________ ___________________________________________________________ - One businessman staying in an Executive Plus room for three nights (not a corporate client). _____________________________________________________________ _____________________________________________________________ - A group of ten corporate clients each staying in a separate room (Luxury) for one night. The Sales and Marketing Department has agreed a 20% discount with this company. _____________________________________________________________ _____________________________________________________________ ทีม่ า: (Harding & Henderson, p.71-72)

2435. Could you write the pattern of ‚Present Perfect‛?…………………………………………………………………………………………………………………………………………………………………………………………6. What is ‚the regular verbs‛?…………………………………………………………………………………………………………………………………………………………………………………………7. What is ‚the Irregular verbs‛?…………………………………………………………………………………………………………………………………………………………………………………………8. Could you roughly explain ‚How to Identify Genuine Thai Banknotes‛ (Go to Bank of Thailand website). 9. Could you complete this ‚List of irregular verbs‛ table?Infinitive Past Simple Past Participle Translation Fight Cut BlowLeave Steal10. What are these currency symbols and which countries?

244Currency Symbols Named Countries Costa Rica ………………………. ………………………. Cuba EURO ………………………… Switzerland ……………………….. DOLLAR ………………………… POUND …………………………. ………………………… Turkey …………………………. South Africa …………………………. India YEN WON …………………………. KIPS …………………………. …………………………..

245 เอกสารอา้ งอิง419 Bitten us., Cheque., n.d., viewed 8 October 2011.,<http://419.bittenus.com/pictures/MissYoung_Cheque.JPG>.Bangkok Bank., Currency Exchange(Foreign Exchange Rates), 2001, viewed 13October 2011.,<http://www.bangkokbank.com/bangkok%20bank%20thai/personal%20banking/foreign%20exchange/fx%20rates/pages/default.aspx>.CDN., Genxfinance., n.d., viewed 8 October 2011.,<http://cdn.genxfinance.com/wp-content/uploads/2009/11/credit-cards.jpg>.English Club (2011). Present Perfect., viewed 8 October 2011.,<http://www.englishclub.com/grammar/verb- tenses_present-perfect_s.htm>.Harding, K.,& Henderson, P.(2002). High Season. New York: Oxford UniversityPress. Irish Views., Pound Coins., n.d., viewed 8 October 2011.,<http://www.irishviews.com/400x300/pound-coins.jpg>.Murphy, R. (2000). Essential Grammar In Use. United Kingdom: CambridgeUniversity Press.

246Qwik Step., Travelers Cheques., n.d., viewed 8 October 2011.,<http://qwikstep.eu/search/travelers-cheques.html>.Spin The Globe., Dollar., n.d., viewed October2011.,<http://spintheglobe.wikispaces.com/file/view/dollar.jpg/32004867/dollar.jpg>.The go green blog., Bank of America., n.d., viewed 8 October 2011.,<http://thegogreenblog.com/wp-content/uploads/2008/12/bank-of-america-receipt.jpg>.The Folio., Restaurant Bill., n.d., viewed 8 October 2011.,<http://thefolio.files.wordpress.com/2008/10/restaurant-bill1.jpg>.Spiral Butterfly., Restaurant Bill., n.d., viewed 9 October 2011.,<http://spiralbutterfly.com/wp-content/uploads/2011/03/restaurant-bill.jpg>.

247 แผนบริหารการสอนประจาบทท่ี 8หวั ข้อเน้ือหา การใช้ภาษาอังกฤษในสว่ นของ Presentation and Negotiation จะเป็นการเรียนการสอนโดยใหน้ กั ศกึ ษาไดท้ ราบถึงลาดบั ข้ันตอนทถี่ ูกตอ้ งของการเตรยี มตวั และเตรียมพรอ้ มเพ่อื ใหเ้ กิดความมัน่ ใจ ลดความตึงเครียดในการนาเสนอตอ่ หน้าสาธารณะชนวัตถุประสงค์เชงิ พฤติกรรม 1. นกั ศึกษาสามารถสนทนาและสอ่ื สารภาษาอังกฤษในสว่ นของสิ่งอานวยความสะดวก ให้ลูกคา้ ได้ 2. รู้ความหมายของสัญลกั ษณต์ า่ งๆ 3. บอกเวลาไดถ้ กู ต้องตามหลกั ภาษาอังกฤษ 4. ร้คู วามหมายของปา้ ยต่างๆได้ 5. รคู้ าศพั ทใ์ หมๆ่วธิ ีสอนและกจิ กรรมการเรียนการสอน 1. วิธีสอน - อาจารยบ์ รรยายเนื้อหา ท่ีสาคญั - ใหน้ ักศึกษาได้ฝกึ พูดจริงในชนั้ เรยี น - แบ่งกลมุ่ ทาแบบฝึกหดั และฝึกสนทนา - เปิดเสียงสนทนาทีเ่ จ้าของภาษาพดู แลว้ ให้นักศกึ ษาออกเสียงตาม

248 2. กจิ กรรมการเรยี นการสอน การบรรยายเขา้ สู่บทเรยี น ให้นกั ศกึ ษาฟงั เสยี งการสนทนาภาษาอังกฤษจากเจา้ ของภาษาแลว้ ใหน้ ักศกึ ษาออกเสยี งตาม เพ่อื ใหเ้ กิดความคนุ้ เคย และไมอ่ ายทจี่ ะพดู ภาษาองั กฤษในสาเนียงท่ีถกู ต้อง หลงั จากนัน้ ให้นักศึกษาคิดบทสนทนาในสถานการณต์ ่างๆที่ได้เรียนไปแลว้พรอ้ มกับฝกึ การสนทนา ไม่วา่ จะเป็นกล่มุ เปน็ คู่ แลว้ แต่สถานการณ์ ทั้งยงั มกี ารทดสอบคาศัพท์ภาษาอังกฤษทเี่ กีย่ วขอ้ งกบั บทเรยี นนี้สอื่ การเรียนการสอน 1. Power Point 2. เอกสารประกอบการสอนวิชาการสนทนาภาษาอังกฤษเพื่อการโรงแรม 2การวดั และประเมนิ ผล 1. ใช้สงั เกตพฤตกิ รรมการมสี ว่ นรว่ มในการทางานเปน็ ทีม 2. ดจู ากผลงาน และงานท่ีได้รบั มอบหมาย และการสอบคาศพั ท์ ท้ายบท

249 บทท่ี 8Presentation and Negotiation นกั ศกึ ษาทเ่ี รยี นการโรงแรมส่วนมาก เวลามกี ารเรียนการสอนท่เี ก่ยี วกบัPresentation and Negotiation นน้ั จะมคี าถามอยเู่ สมอๆว่า “อาจารยค์ ะ/ ครบั เราเรียนการโรงแรม แล้วทาไมจะตอ้ งเรียนเกีย่ วกบั Presentation and Negotiation ด้วยหละ่ ?”คาตอบคือ คนท่เี รียนการโรงแรมเวลาออกไปทางานจรงิ น้นั แผนกท่คี ุณอาจจะได้ไปทางานนัน้ อาจจะไมใ่ ช่แค่ House Keeping, Front, Receptionist, Porter, RoomService etc. บางคร้งั ยังอาจจะมโี อกาสที่เข้าไปทาท่เี กีย่ วกับงาน Office หรอื อาจจะถูกPromote ใหไ้ ดเ้ ปน็ หวั หนา้ งาน เพราะฉะน้นั การเรยี นรถู้ งึ ขัน้ ตอน การดงึ ดูดใจ(Persuade) ในการ Present นน้ั ย่อมมีสว่ นสาคัญในการทางานค่อนขา้ งมาก กล่าวคือถา้ คุณจะตอ้ งออกไปขายงาน อยา่ งเชน่ หอ้ งประชมุ หอ้ ง Conference เพ่อื ใช้ในงานสาคญั ตา่ งๆนั้น คุณมสี ่วนสาคญั อย่างมากในการบอกกลา่ ว เล่า และ เสนอการบรกิ ารของโรงแรม หลงั จากท่ลี ูกค้าสนใจในบริการของโรงแรมทถ่ี กู นาเสนอแลว้ น้ัน ก็จะเป็นขน้ั ตอนของ Negotiation คือการต่อรองใรเร่ืองต่างๆกจ็ ะตามมาด้วยเช่นกัน.ภาพท่ี 8.1 ภาพการจดั การประชุมและอบรมของนศ.มหาวิทยาลยั ราชภัฏสวนดสุ ติ ที่โรงแรม Millennium Hilton, Bangkok. ท่มี า ภาพจากผ้เู ขียน

250 Presentations The importance of preparation. What equipment to use. How to \"deliver\" apresentation. The language of presentations, the presentation itself. A review of what wehave covered. Take a test and ask questions. ภาพท่ี 8.2 ภาพตวั อย่าง Business Presentations ทีม่ า Vecteezy, (2010) http://www.vecteezy.com/Business/3241-Business-Presentation 1. IntroductionAll presentations have a common objective. People give presentations because they wantto communicate in order to “Inform”, “Train”, “Persuade” and “Sell”.A successful presentation is one of the most effective ways of communicating yourmessage. And because English is so widely used in international business, a workingknowledge of the vocabulary and techniques used in an English language presentation isa valuable asset.

251 2. Preparation The presentation should be well prepared.With good preparation and planning you will be totally confident and lessnervous. And your audience will feel your confidence. Your audience, too, will beconfident. They will be confident in you. And this will give you control. Control ofyour audience and of your presentation. With control, you will be 'in charge' andyour audience will listen positively to your message. - ObjectiveBefore you start to prepare a presentation, you should ask yourself: \"Why am Imaking this presentation?\" Do you need to inform, to persuade, to train or to sell?Your objective should be clear in your mind. If it is not clear in your mind, itcannot possibly be clear to your audience. - Audience\"Who am I making this presentation to?\" Sometimes this will be obvious, but notalways. You should try to inform yourself. How many people? Who are they?Business people? Professional people? Political people? Experts or non-experts?Will it be a small, intimate group of 4 colleagues or a large gathering of 400competitors? How much do they know already and what will they expect fromyou?

252 - Venue\"Where am I making this presentation?\" In a small hotel meeting-room or a largeconference hall? What facilities and equipment are available? What are the seatingarrangements? - Time and length\"When am I making this presentation and how long will it be?\" Will it be 5 minutes or 1hour? Just before lunch, when your audience will be hungry, or just after lunch, whenyour audience will be sleepy? - MethodHow should I make this presentation?\" What approach should you use? Formal orinformal? Lots of visual aids or only a few? Will you include some anecdotes and humourfor variety? - Content\"What should I say?\" Now you must decide exactly what you want to say. First, youshould brainstorm your ideas. You will no doubt discover many ideas that you want toinclude in your presentation. But you must be selective. You should include onlyinformation that is relevant to your audience and your objective. You should exclude allother ideas. You also need to create a title for your presentation (if you have not alreadybeen given a title). The title will help you to focus on the subject.

253 And you will prepare your visual aids, if you have decided to use them. Butremember, in general, less is better than more (a little is better than a lot). Youcan always give additional information during the questions after thepresentation.- StructureA well organised presentation with a clear structure is easier for the audience tofollow. It is therefore more effective. You should organise the points you wish tomake in a logical order. Most presentations are organised in three parts, followedby questions:ตารางที่ 8.1 การแสดง Structure ของการ PresentationBeginning Short introduction  welcome your audience  introduce your subject  explain the structure of your presentation  explain rules for questionsMiddle Body of presentation  present the subject itselfEnd Short conclusion  summarise your presentation  thank your audience  invite questions Questions and Answers ทม่ี า English Club, (n.d.)

254 - Notes When you give your presentation, you should be - or appear to be - as spontaneous as possible. You should not read your presentation! You should be so familiar with your subject and with the information that you want to deliver that you do not need to read a text. Reading a text is boring! Reading a text will make your audience go to sleep! So if you don't have a text to read, how can you remember to say everything you need to say? With notes. You can create your own system of notes. Some people make notes on small, A6 cards. Some people write down just the title of each section of their talk. Some people write down keywords to remind them. The notes will give you confidence, but because you will have prepared your presentation fully, you may not even need them! - RehearsalRehearsal is a vital part of preparation. You should leave time to practise yourpresentation two or three times. This will have the following benefits:  you will become more familiar with what you want to say  you will identify weaknesses in your presentation  you will be able to practise difficult pronunciations  you will be able to check the time that your presentation takes and make any necessary modificationsSo prepare, prepare, prepare! Prepare everything: words, visual aids, timing,equipment. Rehearse your presentation several times and time it. Is it the right length?Are you completely familiar with all your illustrations? Are they in the right order? Do youknow who the audience is? How many people? How will you answer difficult questions?Do you know the room? Are you confident about the equipment? When you haveanswered all these questions, you will be a confident, enthusiastic presenter ready tocommunicate the subject of your presentation to an eager audience.

3. Equipments 255 Easily your most important piece of equipment is...YOU! Make sure you're in full working order, and check your personal presentation carefully - if you don't, your audience will! The overhead projector (OHP) displays overhead transparencies (OHTs or OHPTs). It has several advantages over the 35mm slide projector:  it can be used in daylight  the user can face the audience  the user can write or draw directly on the transparency while in use The whiteboard (more rarely blackboard or greenboard) is a useful device for spontaneous writing - as in brainstorming, for example. For prepared material, the OHP might be more suitable. The duster is used for cleaning the whiteboard. It is essential that the duster be clean to start with. You may consider carrying your own duster just in case. Markers are used for writing on the whiteboard (delible - you can remove the ink) or flipchart (indelible - you cannot remove the ink). They are usually available in blue, red, black and green. Again, it's a good idea to carry a spare set of markers in case you are given some used ones which do not write well.

256 The flipchart consists of several leaves of paper that you 'flip' or turn over. Some people prefer the flipchart to the whiteboard, but its use is limited to smaller presentations. The Slide projector - which must be used in a darkened room - adds a certain drama. Some slide projectors can be synchronised with audio for audio-visual (AV) presentations. These projectors are typically used for larger presentations. The majority take 35mm slides or transparencies (as seen here), but projectors for 6x6cm slides are also available. Transparencies are projected by an overhead projector or a slide projector onto a screen - in this case a folding screen which can be packed up and transported. The notebook computer is increasingly being used to display graphics during presentations. It is often used in conjunction with an overhead projector, which actually projects the image from the computer screen onto the wall screen. Handouts are any documents or samples that you 'hand out' or distribute to your audience. Note that it is not usually a good idea to distribute handouts before your presentation. The audience will read the handouts instead of listening to you.ภาพที่ 8.3 แสดงภาพและคาอธิบายของอุปกรณ์หลักท่ีอาจจะใช้ในการ Present ที่มา English Club, (n.d.)

257 4. Delivery 'Delivery' refers to the way in which you actually deliver or perform or give your presentation. Delivery is a vital aspect of all presentations. Delivery is at least as important as content, especially in a multi-cultural context. - Nerves Most speakers are a little nervous at the beginning of a presentation. So it is normal if you are nervous. The answer is to pay special attention to the beginning of your presentation. First impressions count. This is the time when you establish a rapport with your audience. During this time, try to speak slowly and calmly. You should perhaps learn your introduction by heart. After a few moments, you will relax and gain confidence. - Audience Rapport You need to build a warm and friendly relationship with your audience. Enthusiasm is contagious. If you are enthusiastic your audience will be enthusiastic too. And be careful to establish eye contact with each member of your audience. Each person should feel that you are speaking directly to him or her. This means that you must look at each person in turn - in as natural a way as possible. This will also give you the opportunity to detect signs of boredom, disinterest or even disagreement, allowing you to modify your presentation as appropriate. - Body Language What you do not say is at least as important as what you do say. Your body isspeaking to your audience even before you open your mouth. Your clothes, yourwalk, your glasses, your haircut, your expression - it is from these that your

258audience forms its first impression as you enter the room. Generally speaking, it isbetter to stand rather than sit when making a presentation. Be aware of and avoidany repetitive and irritating gestures. Be aware, too, that the movement of yourbody is one of your methods of control. When you move to or from the whiteboard,for example, you can move fast or slowly, raising or reducing the dynamism withinthe audience. You can stand very still while talking or you can stroll from side toside. What effect do you think these two different approaches would have on anaudience? - Cultural ConsiderationsBecause English is so widely used around the world, it is quite possible that manymembers of your audience will not be native English-speakers. In other words,they will not have an Anglo-Saxon culture. Even within the Anglo-Saxon world,there are many differences in culture. If we hypothetically imagine a Germanworking for an Israeli company making a presentation in English to a Japaneseaudience in Korea, we can see that there are even more possibilities for culturalmisunderstanding. You should try to learn about any particular cultural mattersthat may affect your audience. This is one reason why preparation for yourpresentation is so important. Cultural differences can also be seen in bodylanguage, which we have just discussed. To a Latin from Southern France or Italy,a presenter who uses his hands and arms when speaking may seem dynamic andfriendly. To an Englishman, the same presenter may seem unsure of his wordsand lacking in self-confidence. - Voice qualityIt is, of course, important that your audience be able to hear you clearlythroughout your presentation. Remember that if you turn away from your audience,for example towards the whiteboard, you need to speak a little more loudly. In

259 general, you should try to vary your voice. Your voice will then be more interesting for your audience. You can vary your voice in at least three ways:  speed: you can speak at normal speed, you can speak faster,you can speak more slowly - and you can stop completely! You can pause. This is avery good technique for gaining your audience's attention.  intonation: you can change the pitch of your voice. You canspeak in a high tone. You can speak in a low tone.  volume: you can speak at normal volume, you can speak loudly and you can speak quietly. Lowering your voice and speaking quietly can again attract your audience's interest. The important point is not to speak in the same, flat, monotonous voice throughout your presentation - this is the voice that hypnotists use to put their patients' into trance! - Visual aidsOf all the information that enters our brains, the vast majority of it enters through theeyes. 80% of what your audience learn during your presentation is learned visually(what they see) and only 20% is learned aurally (what they hear). The significance ofthis is obvious: visual aids are an extremely effective means of communication non-native English speakers need not worry so much about spoken English - they can rely more heavily on visual aidsIt is well worth spending time in the creation of good visual aids. But it is equallyimportant not to overload your audience's brains. Keep the information on eachvisual aid to a minimum - and give your audience time to look at and absorb thisinformation. Remember, your audience have never seen these visual aids before.

260They need time to study and to understand them. Without understanding there is nocommunication.Apart from photographs and drawings, some of the most useful visual aids arecharts and graphs, like the 3-dimensional ones shown here: Pie charts are circular in shape (like a pie). ภาพที่ 8.4 แสดงภาพตวั อย่าง Pie Chart. ท่มี า Buy Efficient (2011) http://buyefficient.com/company-information/about-buyefficient

261Bar charts can be vertical or horizontal. ภาพที่ 8.5 ภาพแสดงตวั อยา่ ง Bar Chart. ท่มี า File Buzz (2004-2010) http://www.filebuzz.com/files/Php/1.htmlGraphs can rise and fall. ภาพที่ 8.6 ภาพแสดงตวั อย่าง Graphs. ที่มา HVS International Global Hospitality Service (2007) http://www.hvs.com/StaticContent/Library/2004-1004-000.aspx

262 - Audience ReactionRemain calm and polite if you receive difficult or even hostile questions during yourpresentation. If you receive particularly awkward questions, you might suggest that thequestioners ask their questions after your presentation. (English Club, n.d.) 5. Language Just saying “What are you going to say” - Simplicity and Clarity If you want your audience to understand your message, your language must be simple and clear. Use short words and short sentences. Do not use jargon, unless you are certain that your audience understands it. In general, talk about concrete facts rather than abstract ideas. Use active verbs instead of passive verbs. Active verbs are much easier to understand. They are much more powerful. Consider these two sentences, which say the same thing: 1. Toyota sold two million cars last year. 2. Two million cars were sold by Toyota last year. Which is easier to understand? Which is more immediate? Which is more powerful? #1 is active and #2 is passive. - Signposting

263During your introduction, you should tell your audience what the structure of yourpresentation will be. You might say something like this:\"I'll start by describing the current position in Europe. Then I'll move on to someof the achievements we've made in Asia. After that I'll consider the opportunitieswe see for further expansion in Africa. Lastly, I'll quickly recap before concludingwith some recommendations.\"A member of the audience can now visualize your presentation like this:ตารางที่ 8.2 แสดงตวั อยา่ ง Visualize of Presentation (Signposting).Introduction  Welcome  Explanation of structure (now)  EuropeBody  Asia  AfricaConclusion  Summing up  Recommendations ที่มา English Club, (n.d.)He will keep this image in his head during the presentation. He may even write itdown. And throughout your presentation, you will put up signposts telling himwhich point you have reached and where you are going now. When you finishEurope and want to start Asia, you might say:

264\"That's all I have to say about Europe. Let's turn now to Asia.\"When you have finished Africa and want to sum up, you might say: \"Well, we've looked at the three continents Europe, Asia and Africa. I'd like to sum up now.\"And when you finish summing up and want to give your recommendations, you might say: “What does all this mean for us? Well, firstly I recommend…”The table below lists useful expressions that you can use to signpost the various parts ofyour presentation. ตารางท่ี 8.3 แสดงการใช้ภาษาในการใช้เพอื่ บอกแนวทางการ Presentation.Signposting LanguageFunctionIntroducing the subject  I’d like to start by…  Let’s begin by…Finishing one subject…  First of all, I’ll… …and starting another  Starting with…  I’ll begin by…  Well, I’ve told you about…  That’s all I have to say about…  We’ve looked at…  So much for…  Now we’ll move on to…

Analysing a point and giving 265recommendationsGiving an example  Let me turn now to…  Next…Dealing with questions  Turning to…  I’d like now to discuss…Summarising and concluding  Let’s look now at…  Where does that lead us?  Let's consider this in more detail...  What does this mean for ABC?  Translated into real terms...  For example,...  A good example of this is...  As an illustration,...  To give you an example,...  To illustrate this point...  We'll be examining this point in more detail later on...  I'd like to deal with this question later, if I may...  I'll come back to this question later in my talk...  Perhaps you'd like to raise this point at the end...  I won't comment on this now...  In conclusion,...  Right, let's sum up, shall we?  I'd like now to recap...

Ordering 266  Let's summarise briefly what we've looked at...  Finally, let me remind you of some of the issues we've covered...  If I can just sum up the main points...  Firstly...secondly...thirdly...lastly ...  First of all...then...next...after that...finally...  To start with...later...to finish up... ท่มี า English Club, (n.d.) http://www.englishclub.com/speaking/presentations-lang.htm 6. Presentation Most presentations are divided into 3 main parts - Introduction - Body - Conclusion + QuestionsAs a general rule in communication, repetition is valuable. In presentations, there is agolden rule about repetition:

267- Say what you are going to say,- say it,- then say what you have just said.In other words, use the three parts of your presentation to reinforce your message.In the introduction, you tell your audience what your message is going to be. In thebody, you tell your audience your real message. In the conclusion, you summarizewhat your message was.We will now consider each of these parts in more detail. Introduction The introduction is a very important - perhaps the most important - part ofyour presentation. This is the first impression that your audience have of you. Youshould concentrate on getting your introduction right. You should use theintroduction to: 1. welcome your audience 2. introduce your subject 3. outline the structure of your presentation 4. give instructions about questions

268The following table shows examples of language for each of these functions.You may need to modify the language as appropriate. ตารางท่ี 8.4 ตวั อย่างการใช้ภาษาในการ Presentation.Function Possible language1 Welcoming  Good morning, ladies and gentlemenyour audience  Good morning, gentlemen  Good afternoon, ladies and gentleman  Good afternoon, everybody2 Introducing  I am going to talk today about...your subject  The purpose of my presentation is to introduce our new range of...3 Outlining your  To start with I'll describe the progress made this year.structure Then I'll mention some of the problems we've encountered and how we overcame them. After that I'll consider the possibilities for further growth next year. Finally, I'll summarize my presentation (before concluding with some recommendations).4 Giving  Do feel free to interrupt me if you have any questions.instructions  I'll try to answer all of your questions after theabout questions presentation.  I plan to keep some time for questions after the presentation. ทมี่ า English Club, (n.d.)

269 Body The body is the 'real' presentation. If the introduction was well preparedand delivered, you will now be 'in control'. You will be relaxed and confident.The body should be well structured, divided up logically, with plenty ofcarefully spaced visuals.Remember these key points while delivering the body of your presentation: do not hurry be enthusiastic give time on visuals maintain eye contact modulate your voice look friendly keep to your structure use your notes signpost throughout remain polite when dealing with difficult questions ConclusionUse the conclusion to:1. Sum up2. (Give recommendations if appropriate)3. Thank your audience4. Invite questions

270The following table shows examples of language for each of these functions. Youmay need to modify the language as appropriate.ตารางท่ี 8.5 ตวั อยา่ งการใชภ้ าษาในการ Presentation ช่วงสรุป/ ช่วงท้ายFunction Possible language1 Summing up  To conclude,...  In conclusion,...  Now, to sum up...  So let me summarise/recap what I've said.  Finally, may I remind you of some of the main points we've considered.2 Giving recommendations  In conclusion, my recommendations are...  I therefore suggest/propose/recommend the following strategy.3 Thanking your audience  Many thanks for your attention.  May I thank you all for being such an attentive audience.4 Inviting questions  Now I'll try to answer any questions you may have.  Can I answer any questions?  Are there any questions?  Do you have any questions?  Are there any final questions? ทมี่ า English Club, (n.d.)

271 Questions Questions are a good opportunity for you to interact with your audience.It may be helpful for you to try to predict what questions will be asked so that youcan prepare your response in advance. You may wish to accept questions at anytime during your presentation, or to keep a time for questions after yourpresentation. Normally, it's your decision, and you should make it clear during theintroduction. Be polite with all questioners, even if they ask difficult questions.They are showing interest in what you have to say and they deserve attention.Sometimes you can reformulate a question. Or answer the question with anotherquestion. Or even ask for comment from the rest of the audience. English Club,(n.d.) There are many people who hesitate to speak in front of a group of people.This fear is mostly due to the fact that the person thinks that if he or she whilespeaking in front of many people might make a mistake and then the people willmake fun of them. This fear to fail while presenting something in front of othersdoesn’t let a person give any professional presentation. You can come over all these things by preparing the best for a presentation.You should try your level best to be successful in preparing for your bestpresentation. Here I am giving you few tips following which you would be able togive the best possible presentation.  Build your self-confidence If you have this thing in your mind that you are don’t have confidence to speak or deliver presentation in meeting or in front of a group of people, then by making a little effort you can overcome this problem. In order to gain confidence, you should do two things:1. You should deliver your speech louder in a room and you have to imagine that ahuge audience is listening to what you are saying.

2722. Second thing that you should do is stand out in front of a mirror and do the practice foryour speech or presentation that you have to deliver.  Go on the place of presentation and practice your presentation If you don’t want to make any mistakes and want to be perfect in your presentation then you should go on that place or room where you are going to deliver your speech or presentation. Just Imagine that all the audience are there in front of you and paying full attention to you. You should also do practice your presentation or speech in microphone.  You should meet the audience In order to gain more confidence and making yourself comfortable with the environment you should try to move ahead toward the audience. You should think that some people are coming towards the door and so you should go ahead to welcome them. By following this tip you will gain the confidence of public dealing moreover you will feel yourself that meeting persons are not stranger to you.  Learn to remember the Basic Points You should remember all necessary basic points and then you should explain them one by one. Not only keep those points in your mind but you should also keep them with you in written form so that during presentation you may get help if you forget anything important.  . Keep eye contact. While giving presentation you don’t just have to speak your words but it is equally important for you to create an eye contact with the audience. You don’t just have to concentrate on your points and screen.  Pay some extra time If you have not made your points clear in the limited time then you should take some more time and complete your explanation of words. You should also keep some extra time in your schedule for the questions.

273  Audience completely pays attention to you The presenter should remember that that audience is completely paying attention to you and they are here to gain something. So while talking about something important while you are delivering your presentation you should not be diverted from the main subject. While speaking about the main points of the meeting just concentrate on what you have to say.  Take some energy while delivering your presentation You should try to discuss the main points in the beginning of the presentation and then talk about the details. When you get exhausted and feel anxiety then you should take some time for the relaxation. During that time there are different ways with which audience should be entertained. You can entertain them through chit chat, questioning, humor or refreshment.  Experience is your best teacher A person who delivers a presentation for the first time feels hesitation and nervousness but as the time passes he becomes experienced. He gets control over his hesitation and then he is fully trained to face the audience. (Asian job portal, how to prepare for a professional presentation, 2010),Negotiation One of the most important skills anyone can hold in daily life is theability to negotiate. In general terms, a negotiation is a resolution of conflict.We enter negotiations in order to start or continue a relationship and resolvean issue. Even before we accept our first jobs, or begin our careers, we alllearn how to negotiate.

274For one person it begins with the negotiation of an allowance with a parent. For anotherit involves negotiating a television schedule with a sibling.Some people are naturally stronger negotiators, and are capable of getting their needsmet more easily than others. Without the ability to negotiate, people break offrelationships, quit jobs, or deliberately avoid conflict and uncomfortable situations.In the world of business, negotiating skills are used for a variety of reasons, such as tonegotiate a salary or a promotion, to secure a sale, or to form a new partnership. Hereare a few examples of different types of negotiations in the business world: Manager and Clerk: Negotiating a promotion Employer and Potential Employee: Negotiating job benefits Business Partner A and B: Making decisions about investments Company A and Company B: Negotiating a merger Customer and Client: Making a Sale The Art of Negotiating Negotiating is often referred to as an \"art\". While some people may be naturally more skillful as negotiators, everyone can learn to negotiate. And, as they often say in business, everything is negotiable. Some techniques and skills that aid people in the negotiating process include: Aiming high Visualizing the end results

275 Treating one's opponent with respect and honesty Preparing ahead of time Exhibiting confidenceVocabulary Meaning Example Sentenceตารางท่ี 8.6 Word Part of speechalternatives other options We can't offer you the raise younoun requested, but let's discuss some other alternatives.amplify expand; give more information Could you amplify on your proposalverb please.arbitration conflict that is addressed by using a We're better to settle this betweennoun neutral third party us, because a formal arbitration will cost both of us money.bargain try to change a person's mind by using We bargained on the last issue forverb various tactics over an hour before we agreed to take a break.bottom-line the lowest one is willing to go I'll accept a raise of one dollar pernoun hour, but that's my bottom-line.collective Together This is a collective concern, and itadj isn't fair to discuss it without Marie present.compensate make up for a loss If you are willing to work ten extraverb hours a week we will compensate you by paying you overtime.comply Agree I'd be willing to comply if you canverb offer me my own private office.

276compromise changing one's mind/terms slightly in We are willing to compromise on thisverb order to find a resolution issue because it means so much to you.concession a thing that is granted or accepted I think we can offer all of thesenoun concessions, but not all at once.conflict resolution general term for negotiations It is impossible to engage in conflictnoun resolution when one of the parties refuses to listen.confront present an issue to someone directly I confronted my boss about beingverb undervalued, and we're going to talk about things on Monday.consensus agreement by all It would be great if we could comenoun to a consensus by 5:00 P.M.cooperation the working together I have appreciated your cooperationnoun throughout these negotiations.counter proposal the offer/request which is presented In their counter proposal theynoun second in response to the first proposal suggested that we keep their company name rather than creating a new one.counterattack present other side of an issue Before we could start ourverb/noun counterattack they suggested we sign a contract.counterpart person on the other side of the I tried to close the discussions atnoun negotiations noon, but my counterpart would not stop talking.cordially Politely In the past I have had little respectverb/noun for that client, but today she spoke cordially and listened to my point of view.

277demands needs/expectations that one side They had some last minute demandsadv believes it deserves that were entirely unrealistic.deadlock point where neither party will give in When the discussions came to anoun deadlock we wrote up a letter of intent to continue the negotiationsdispute next week.noun argument/conflict I was hoping to avoid discussing lastdominate year's dispute, but Monica is stillverb holding a grudge.entitled have the most control/stronger Max has such a loud voice, he tendsadj presence to dominate the conversations.flexible be deserving of My contract says that I am entitled toadj full benefits after six months of employment.hagglingverb open/willing to change We have always been flexible in terms of your working hours.hostilitynoun arguing back and forth (often about We've been haggling over this issue prices) for too long now.high-ballverb long-term anger towards another I want you to know that we don't have any hostility towards yourimpulse company despite last year's mixup.noun make a request that is much higher I'm planning to high-ball myindecisive than you expect to receive expectations when I open theadj discussion. quick decision without thought or time I acted on impulse when I signed that six-month contract. has difficulty choosing/making a They were so indecisive we finally decision asked them to take a break and

278leverage (bargaining power) something that come back next week.noun gives one party a greater chance at succeeding over another We have a little bit of leveragelog-rolling because we are the only stationaryverb trading one favour for another company in town.low-ball offer something much lower than you After a bit of log-rolling we came toverb think the opponent will ask for an agreement that pleased both of convince by altering or not telling the us.mislead whole truth about somethingverb agreed by both or all I was expecting my boss to low-ball in the initial offer, but he proposed amutual goal for the outcome fair salary increase.adj person's ideas/ thoughts They misled us into thinking thatobjective work hard to convince another of an everything could be resolved today.noun idea argument to present The decision to call off the mergerpoint of view was mutual.noun open to/interested in an idea My prime objective is to have mypressure anger held onto from a previous family members added to myverb benefits plan.proposal From my point of view it makes morenoun sense to wait another six months.receptive He pressured me to accept theadj terms by using intimidation tactics.resentment While I listened to their proposal I noted each of their objectives. His positive body language demonstrated that he was receptive to our suggestions. Mary's resentment stems from our