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SAMENVATTING ENGELS................................................................................................................................ 2
UNIT 1: MARKET RESEARCH.....................................................................................................................................2
1.1 Market research methods.........................................................................................................................2
1.2 Working with a focus group......................................................................................................................2
1.3 Communication skills : carrying out a needs analysis...............................................................................3
1.5 Writing: reports – summary findings........................................................................................................3
UNIT 2: GIVE AND TAKE..........................................................................................................................................4
2.1 Manager or mentor?.................................................................................................................................4
2.2 Kindness or succes?...................................................................................................................................4
2.3 Changing an agreement............................................................................................................................6
2.4 Collaboration.............................................................................................................................................6
2.5 Emails – stating requirements...................................................................................................................7
UNIT 3 : MONEY MATTERS.......................................................................................................................................7
3.1 Mobile banking..........................................................................................................................................7
3.2 managing money.......................................................................................................................................8
3.3 Presentation styles....................................................................................................................................9
3.4 Defending your ideas.................................................................................................................................9
3.5 Writing a letter of complaint.....................................................................................................................9
UNIT 4 : CHALLENGES...........................................................................................................................................10
4.1 Environmental challenges.......................................................................................................................10
4.2 Cyber challenges......................................................................................................................................10
4.3 Saying ‘no’ firmly and politely.................................................................................................................13
4.4 challenging conversations.......................................................................................................................13
4.5 proposals – recommendations................................................................................................................13
, Samenvatting Engels
Unit 1: Market Research
1.1Market research methods
Primary research: consists of new data and can be gathered by holding online
surveys, in-depth interviews and focus groups.
Secondary research: also known as desk research, involves the collection and analysis
of existing data that was originally gathered for a different purpose
Vocabulary
- Quantative = relating to research where the results can be shown in the form of
numbers, percentages, etc.
- Qualitative = relating to the quality or standard of something rather than the quantity
- Product tester = someone who tries out something new to determine how well it
performs
- Impact = the effect of influence that an event, situation, etc. has on someone or
something
- Respondent= someone who answers a set of questions, especially in survey
- Gauge = measure how people feel about something or the effect that something is
likely to have on them
- Researcher = a person whose job is to study a particular subject to find out new
things about it
- Gather = collect of accumulate over a period of time
- Viable = used to describe something that is realistic and therefore may succeed
- Data analysis = careful examination of something in order to understand it better
- Sample size = the number of people used by researchers to get the information they
need
- Customer satisfaction = you can judge this by using market research tools
1.2Working with a focus group
- Focus group = a small diverse group of participants chosen using criteria t orepresent
target customers for a new product or service. A company brings them together with
a moderator who asks questions to find out what they think to gather qualititve data.
Vocabulary
- Diverse = very different from each other
- Participants = people who take part in an activity or event
- Criteria = standards to judge something
- Customers = a specific group which product or service is aimed at
- Moderator = someone whose job is to control a discussion between people
Grammar : Question tags
- To change a statement into a question: add tag to the end
Original sentence is positive -> add negative tag (vice versa)
2
SAMENVATTING ENGELS................................................................................................................................ 2
UNIT 1: MARKET RESEARCH.....................................................................................................................................2
1.1 Market research methods.........................................................................................................................2
1.2 Working with a focus group......................................................................................................................2
1.3 Communication skills : carrying out a needs analysis...............................................................................3
1.5 Writing: reports – summary findings........................................................................................................3
UNIT 2: GIVE AND TAKE..........................................................................................................................................4
2.1 Manager or mentor?.................................................................................................................................4
2.2 Kindness or succes?...................................................................................................................................4
2.3 Changing an agreement............................................................................................................................6
2.4 Collaboration.............................................................................................................................................6
2.5 Emails – stating requirements...................................................................................................................7
UNIT 3 : MONEY MATTERS.......................................................................................................................................7
3.1 Mobile banking..........................................................................................................................................7
3.2 managing money.......................................................................................................................................8
3.3 Presentation styles....................................................................................................................................9
3.4 Defending your ideas.................................................................................................................................9
3.5 Writing a letter of complaint.....................................................................................................................9
UNIT 4 : CHALLENGES...........................................................................................................................................10
4.1 Environmental challenges.......................................................................................................................10
4.2 Cyber challenges......................................................................................................................................10
4.3 Saying ‘no’ firmly and politely.................................................................................................................13
4.4 challenging conversations.......................................................................................................................13
4.5 proposals – recommendations................................................................................................................13
, Samenvatting Engels
Unit 1: Market Research
1.1Market research methods
Primary research: consists of new data and can be gathered by holding online
surveys, in-depth interviews and focus groups.
Secondary research: also known as desk research, involves the collection and analysis
of existing data that was originally gathered for a different purpose
Vocabulary
- Quantative = relating to research where the results can be shown in the form of
numbers, percentages, etc.
- Qualitative = relating to the quality or standard of something rather than the quantity
- Product tester = someone who tries out something new to determine how well it
performs
- Impact = the effect of influence that an event, situation, etc. has on someone or
something
- Respondent= someone who answers a set of questions, especially in survey
- Gauge = measure how people feel about something or the effect that something is
likely to have on them
- Researcher = a person whose job is to study a particular subject to find out new
things about it
- Gather = collect of accumulate over a period of time
- Viable = used to describe something that is realistic and therefore may succeed
- Data analysis = careful examination of something in order to understand it better
- Sample size = the number of people used by researchers to get the information they
need
- Customer satisfaction = you can judge this by using market research tools
1.2Working with a focus group
- Focus group = a small diverse group of participants chosen using criteria t orepresent
target customers for a new product or service. A company brings them together with
a moderator who asks questions to find out what they think to gather qualititve data.
Vocabulary
- Diverse = very different from each other
- Participants = people who take part in an activity or event
- Criteria = standards to judge something
- Customers = a specific group which product or service is aimed at
- Moderator = someone whose job is to control a discussion between people
Grammar : Question tags
- To change a statement into a question: add tag to the end
Original sentence is positive -> add negative tag (vice versa)
2
