Fun vs. Funny

Procedures

Explaining procedures                                              Asking for clarification

You must......                                                               What exactly do you mean by....?
It's a good idea to.....                                                    So you're saying......?
You need to.....                                                            Can you run through that again?
What's useful is to.....
What happens is....
It's essential to.....

Checking listener understands                                Showing you've understood

Are you with me?                                                       Yeah. That's clear.
Is that clear?                                                                Ok.....Yes, I've got that.
                                                                                     Ok. I'm with you

Contract Review Procedure

One of the most important process in most companies is Contract Review. This is an extremely important process which takes place in each business you describe.

A right Contract Review Procedure should include all the negotiation stages. Contract Review starts when a customer asks for some products/services. In this first stage the customer should have a consistent way to define what he/she is searching for.

After this first client-vendor contact, the salesman or customer service representatives should offer some options. He could send brochures, catalogs or technical proposals in order to help the customer to select the right product/service it needs. Depending on the type of product/service the company is offereing, this first stage could take a long time and involve several communicative exchanges between parts through meetings, call phone, emails, etc.

Once this first review stage is passed through,the salesman have to send a formal quotation/offer to the customer. If the customer agrees with the offer, the should search for the way to formalize this agreement through a Purchase Order or a Contract. If the customer doesn't agree with the offer, he should decide if he continue negociations with the company or if he search for other options.

Finally, it's important to highlight that in the Contract Review process is essential a fluent communication between customer/vendor.

 

Quality control procedures

It´s essencial to control the whole manufacturing plant process, from the income of materials to the finished product.

Each process must be carefully monitored to ensure the quality of the final product.

What happens is that sometimes we fail in some stage of the control process. So what is useful is to keep records of everything we do in case we receive client´s claims.

It is essential to follow all the procedures to make a control in a product or process.

What´s useful is to ask when you have a doubt.

You must wear the EPP recommended for the task. If the task has a HARC, you have to read it before to do the task.

 

Health and safety procedures

Schlumberger company is focused on its security systems. We aim to minimize risks in order to avoid any kind of accident

Every employee is involved in this process.

It´s essential that we all collaborate.

So there are some points we must focus on:

We have to use the PPE in the manufacturing area.

We have to register each time we get in or out of the plant.

Only trained personnel is allowed to drive the forklift

Word families

Verb	Personal Noun	Noun	Adjective
communicate	communicator	communication	communicative
analyse	analyst	analysis	analytical
volunteer	volunteer	-	voluntary
innovate	innovator	innovation	innovative
consult	consultant	consultation	consultative
economize	economist	economy	economical
develop	developer	development	developmental
connect	-	connection	connected
transfer	-	transfer	transferable
participate	participant	participation	participative

Phone calls

Dealing with situations on the phone



Problems in communication

•You’re breaking up…I haven’t got a very good signal

•Sorry, it’s a really bad line

•I’m afraid I didn’t catch that / that last bit

•You’re very faint. Can you speak up a bit?

•Hold on while I go somewhere quieter

•I’ll hang up and (call you on the landline/try again later/ go outside to call)

Not a good time to call

•I’m sorry, but I have someone on the other line. Can I call you back?

•Sorry, but this’ll have to be quick. I’m about to…. board a plane / go into a meeting / enter a tunnel.

•So now’s not a good time to call?

•I’m afraid I really don’t have a lot of time today. Can you call again tomorrow?

•I’m just on my way out. Can you call again later?