Business English for Clinical Trials

Telephone Skills

• Methods of Communication at Work: Face-to-face vs. phone vs. e-mail
• Using your voice effectively (pronunciation, stress and intonation)
• Language bank (standard expressions)
• Checking and confirming (alphabet and spelling)
• Saying numbers
• Planning your call
• Presenting a professional image
• Building relationships
• Choosing positive formulations
• Listening actively
• Communicating clearly
• Managing misunderstandings
• Dealing with complaints
• Apologizing

Business Correspondence

• Principles of effective written communication
• Reader-friendly messages
• KISS (Keep It Short & Simple)
• Letters vs. faxes vs. e-mails (when to use each)
• Preparing for writing  Making the purpose clear (meaningful subject lines)
• Presenting clearly (layout, headings, bullets)
• Language bank (standard phrases)
• Style and tone (formal/informal)
• Making it flow (linking words)
• Reference words (who, which and that)
• The four main types of business e-mails:
  • Giving information, e.g. answering queries
  • Asking for information, e.g. making requests
  • Apologizing
  • Chasing information / following-up

Meetings

• Small talk and socializing
• Types of meetings
• What makes a good meeting?
• Preparation: the agenda
• Process: the role of the Chair
• Language of meetings
• Creating the right atmosphere
• Ensuring a positive outcome is achieved
• Managing difficult situations
• Recording outcomes

Telephone Conferences

• Telephone conferences vs. face-to-face meetings
• Ground rules and telephone conference etiquette
• Language of telephone conferences
• Practice

Minutes of Meetings

• Model layouts (advantages and disadvantages)
• Comparison and discussion
• Language of minutes
• Practice

Further Study

• Web-based resources
• Glossaries
• Recommended dictionaries