| I. | A.: Good morning. Boulding Limited. Can I help you? |
| B.: Yes...........(1).........Paul Mathews and I'm trying to contact Mr Patterson. He actually left a.........(2)............on my answerphone yesterday afternoon. | |
| A.: I see. Well, I'm afraid Mr Patterson's......... (3)..............at the moment. Can I ask him to.........(4).......later? | |
| B.: Yes please. I will be here until lunchtime. My......(5).........is 7487267/ | |
| ІI. | A.: Hello. |
| B.: Hi.............(6)..................Sandra? | |
| A.: No, sorry. I'm............(7)........................Sandra's not here at the moment. | |
| B.: Oh. Do you know when she'll............(8).............? | |
| A.: No, I've no idea. | |
| B.: OK. Well in that case, could I...(9)..............a.........................for her? | |
| A.: Yes, of course. | |
| B.: Could you ask her to.........(10)..............this evening, please? | |
| A.: Sure. What's your name? | |
| B.: Catherine. I'm a colleague from work. She's got my number. | |
| A.: Right. I'll tell her. | |
| B.: Thanks very much. Bye bye. | |
| A.: Bye. | |
| ІІІ. | A.: Hello? |
| B.:......(11)..........................Carlos? | |
| A.: Yeah, speaking. | |
| B.: Hi Carlos.........:..(12)................Serena. | |
| A.: Oh hello. I was expecting you to ring yesterday. | |
| B: I did – or at least I tried. I...(13).........your number about six times last night but I couldn't....…..(14)............... It was..….....(15)...................all the time. | |
| A.: Oh yes, I'm sorry about that. I was.........(16)..........the phone to my brother for about an hour and then someone from school rang me about the table tennis tournament next week. | |
| B.: Oh well, never mind. Anyway I'm phoning about... |
11. Answer the following questions:
1. What is the most convenient means of communication? 2. Do you have a telephone at home? 3. What is the number of your phone? 4. Whom do you usually ring up? 5. What do you do if the line is engaged? 6. Do you often ring your friends up? 7. Are you often called up? 8. What do you do if you are cut off? 9. In what cases do you say “I’ll ring later?” 10. How do people ring if say do not have a telephone at home? 11. Do you ever book trunk calls? 12. How many telephone calls have you made today? 13. Do you ever make appointments by telephone? 14. In your country, what is the emergency number for the police, fire brigade or ambulance?
12. Read and memorize the following words and word-combinations:
to carry out – виконувати
to admit – визнавати, допускати
to confirm – підтверджувати
to presume – переконувати
to waste – витрачати даремно
service inquiry – довідка по телефону
the called party – абонент (той, кому дзвонять)
in advance – заздалегідь
13. Read the text:
Day-to-day business is often carried out over the phone. English business telephone talks are clearly structured and strongly intended. They have an expectable overall organization that admits just one topic; such monotopical calls are typical for routine business calls or service inquiries. According to their intentions or purposes they can be easily classified into the following general groups: giving information, requesting information, confirming information, making arrangements, persuading the called party, negotiating and complaining.
The typical structure of business telephone talks presumes the following phases:
a) opening phase – summons (the telephone rings), greeting and identification;
b) main phase – reason for calling and topic of conversation;
c) closing phase – acknowledgement and parting.
The most efficient companies consider the telephone as an important part of their image. Selling by phone is an obvious area but everyone should know how to use the phone effectively, how to give a good impression of the company, how to maintain and build a good relationship with clients, especially with clients you have never met.
The most obvious thing is to plan your telephone call; know the name of a person whom you want to speak to, and what you want to say.
- Make desk preparation: paper, pen, relevant documentation, computer files.
- Write down in advance what you want to say in English.
- List the questions you need to ask.
- Check recent correspondence, know the situation.
- Have a list of the most frequently used phrases next to the phone.
Remember: If you are not prepared it sounds unprofessional and wastes a lot of time too.
In the case if you are called, keep a list of phrases that can help you to control the conversation. At the beginning of the talk: “How can I help you?” or “Nice to see you.” When things go wrong or you did not understand: “Excuse me, I didn’t hear you.”; “Could you repeat this, please?”; “It’s a very bad line. Can I call you back?”, etc.
14. Study the list of the telephone terms. Pay attention to the American and British variants of the same term:
telephone book (directory) – телефонний довідник
telephone booth (box phone) – телефон-автомат
directory enquiries – телефонна довідкова служба
switchboard operator – телефоніст, оператор
general call – загальний виклик
emergency call – екстрений виклик
local call – місцевий виклик
personal call – виклик конкретної особи
toll call – приміський виклик
trunk call (Am.) / long-distance call (Br.) – міжміський виклик
collect call (Am.) / transferred charge call (Br.) – телефонна розмова, яка оплачується
тим, кому дзвонять
extension number – додатковий номер
IDD (international direct dialing) – прямий міжнародний телефонний зв’язок
to book (to order) the call – замовити дзвінок
to answer the call – відповісти на дзвінок
to make a call (to call, to ring up) -подзвонити
to give smb. a call (to give smb. a ring) – подзвонити кому-небудь
to put a call through (to connect the call) – подзвонити, з’єднати
to call back (to call later, to return the call) – подзвонити ще раз
to cut off (to be disconnected) -роз’єднати
to misdial – неправильно набрати номер
to get smb. over the telephone – з’єднатися з ким-небудь по телефону
go ahead -говоріть
to hang up (to ring off, to put down the receiver) – вішати трубку
to hold on (to hold the wire/the line) – тримати трубку, не вішати трубку
to be engaged on another line – розмовляти по іншому телефону
the line is free(clear) – лінія вільна
to leave (to give) a message – передавати що-небудь
to put down (to write down) a telephone number – записати номер телефону
to speak over (on) the telephone – розмовляти по телефону
to speak more loudly (to speak up) – розмовляти голосніше
the number is engaged (busy) – номер зайнятий
15. Remember the following facts:
If you are going to speak on the telephone, you should:
- Be prepared – Write down the important points that you want to talk about before
you dial the phone.
- Be direct - Know your purpose for calling and the desired results.
- Be friendly – Since you will be judged on your voice alone, it is important to project
a warm, friendly, and enthusiastic tone. People will be more
responsive and willing to talk to you.
- Be interested – Listen to the person you’re talking with. Show that you’re interested
in what he/she is saying.
- Be precise – Be able to explain yourself in a concise manner.
- Be articulate – Pronounce words clearly and don’t speak too quickly.
- Be attentive – Don’t do other things at the same time.
- Leave
messages – If the person is not available, leave a message with a secretary or on
the answering machine. Identify yourself, your company and give
your phone number.
- Be resourceful – Don’t hang up until you’ve got all the information required. It may
be difficult to reach that person again.
16. Fill in the blanks with proper words:
1. Incoming calls to our firm are taken by the ______, who will put you through to the ____ you require. 2. “I’m sorry to trouble you, I think I must have got the _____.” 3. “I’m sorry, I can’t hear you very well, this is a ______.” 4. “I can’t get through; their line always seems to be ______.” 5. If you don’t want to be interrupted by any phone calls, you can leave the phone _______. 6. If you don’t know someone’s number you can use the _____ or you can call _____. 7. To make a call from a public telephone, lift the _____ and insert a coin. Listen for the _____ and dial the number. You will then hear a tone telling you that the number is _____. If you’ve misdialled, you’ll hear a tone telling you that the number is _____ or that the line is ___. 8. To make a call by _____ from the UK: first dial the international (010), then the country code, then the _____ and finally the number you require. 9. “Operator, I’d like to make a _____ to Boston, please. My name is Mrs Jane Wilson.” 10. “I’d like to make a ______ to Mr. Hammett on this number: 456890.” 11. “Hello, is that the switchboard? This is extension 67; can I have an _____, please?”
17. Practise the following dialogues:
Leaving a message.
A: Hello! This is Richard Baker. May I speak to Mr. Reeds, please?
B: I’m sorry, Mr. Baker. He has just left. Any message?
A: Will you tell him to call me back?
B: Yes, certainly. Does he know your telephone number?
A: Well… I’m not sure. Will you put it down, just in case?
B: Yes, what is it?
A: 340-1906. Thanks a lot.
B: No trouble. Good-bye.
Getting the wrong number.
A: Hello! I’d like to talk to Mr. Lawson.
B: I’m afraid you have the wrong number. What number were you calling?
A: 843-1227.
B: Well, this is 843-1227. But there is no one by the name of Lawson here. This is a private residence.
A: I’m sorry to have bothered you.
B: That’s quite all right.
Making an appointment.
A: Two-four-eight, double six-double two.
B: Can I speak to Mr. Parson?
A: Who is calling, please?
B: This is a representative of the Ukrainian firm Torgmash. My name is Dmitry Klimenko.
A: I’m sorry, Mr. Klimenko. Mr. Parson is out at the moment. Would you like to leave a message or call back?
B: I think I’d rather arrange to meet him.
A: Ok. When would you come?
B: Any time you say.
A: Just a moment. I’ll get his schedule. Are you there?
B: Yes.
A: I can fix an appointment for you for tomorrow. That’s Wednesday afternoon. Will 4 p.m. be all right for you?
B: Yes, thank you. You’ve been most helpful. Good-bye.
A: Good-bye.
A long distance call.
A: International. Good morning.
B: Good morning. I want to book a call to Kyiv. My name is Klimenko.
A: What number are you calling from?
B: It’s 437-8193.
A: What number do you want in Kyiv?
B: The Kyiv number is 252-41-12. Can you put me through straightaway?
A: I’m afraid not, sir. The line is busy. I’ll call you back as soon as the call comes through.
18. Fill in the missing remarks:
1)A: May I speak to Mr. Lane?
B: ………………………….
A: Could you take a message?
B: ………………………….
2)A: Carlson Translation Services.
B: ………………………….
A: Who is speaking?
B: …………. James Goods.
A: Hold …………………..
B: Speaking.
3)A: ………………….
B: Yes, Duncan Ross is speaking.
A: ………………….
B: Hello, Catherine! Glad to hear you.
4)A: Golden Tours. Can I help you?
B: …………………
A: No, I’m sorry. He is at the meeting at the moment.
B: …………………
A: Yes, pf course, I can. I’ll give him your message.
19. Complete the statements:
1. Hello! May I …
2. Could you …
3. I’m sorry, but the manager …
4. Would you like to leave a message or …
5. Thank you. You’ve been …
6. I’d rather …
7. Can you put me …
8. I’m sorry to …
9. What number …
20. Act as an interpreter:
1)A: Добрий день. Як зателефонувати до Києва?
B: There is no direct automatic line. You’ll have to book an international call.
A: Коли мене можуть з’єднати?
B: I’ll try to book a call for you right now. What is your number in Kyiv?
A: Мій київський номер 265-13-45.
B: I’ll call you back as soon as they put you through.
A: Дякую.
2)A:
B: Good afternoon, Mr. Serenko. I’ll see if he is available.
C: Oh, hello, Mr. Serenko. Glad to hear you. Did you enjoy the flight?
A: Так, дякую. Я б хотів зустрітися з вами і обговорити деякі питання.
C: What time will suit you?
A: Зараз я у готелі. О 2-й годині зустріч з іншими представниками нашої фірми.
Думаю, що о 4-й я буду вільний.
C: Let’s make it five. I’ll send a car for you at a quarter to five.
A: Дякую, Ви дуже люб’язні. Я буду чекати у холі готелю.
21. Put the dialogue in the right order:
a) Speaking.
b) Hi, Tarmo.
c) Thanks, Tarmo.
d) I’ll do it now.
e) Of course.
f) Did you get my message?
g) You’d like me to send directions to the office.
h) Can I speak to Tarmo Star, please?
i) Yes, that’s right.
j) Could you send them today?
k) Yes, I did.
l) See you soon.
22. Work in pairs. Practise the telephone conversation, using the expressions you have learnt:
ReceptionistCaller
- Answer phone.
- Ask to speak to Angela Thompson.
- Ask who’s calling.
- Give your name and company.
- Ask caller to hold the line.
Say she’s at the meeting.
Offer to take a message.
- Give the message.
- Repeat the message.
- Say thank you and good-bye.
- Say good-bye.
23. Test your telephone techniques. Your answers should be “yes” or “no”.
1. Do you answer your phone within one to three rings?
2. Does your answer include a greeting such as “Hello”?
3. Does it include your full name, rather than only your first name (which is too informal) or just your last name (which can sound too abrupt)?
4. Does it include a verb – as in “This is Mathew Jones” or “Mathew Jones is speaking ”?
5. If you share an extension, does your answer include your department’s name?
6. If you regularly receive outside calls, does your answer include your company’s name?
7. Is your answer fewer than 10 words?
S c o r e: The more “Yes” answers you have, the more polite your answers are.
A MODERN OFFICE
1. Read and memorize the following words and word combinations:
skyscraper - a very tall modern city building
plaque - a piece of metal or stone with writing on it
lobby - entrance hall, corridor
shredder - a machine that cuts documents into long narrow pieces so that no one can read them
filing cabinet - a piece of office furniture with drawers for keeping letters, reports etc
notice board Br.E / bulletin board Am.E - a board on the wall that you put information or pictures on
overhead projector - a piece of electrical equipment which makes words and images look larger by showing them on a wall or large screen
transparency - a sheet of plastic through which light can be shone to show a picture or writing on a large screen
mobile phone (Br.E); cellular phone or a cell phone (Am.E).
inkjet printer - a type of electronic printer usually connected to a small computer
Learn the text
We arrived at Richard's head office in downtown Manhattan. It was on the twenty-fifth floor of a skyscraper. I saw a plaque in the lobby that said MEDEQ Inc. I guessed that MEDEQ stood for Medical Equipment.
Richard showed me his office. I was really impressed with the up-to-date office equipment. It was very expensive but it was worth it. Everybody worked on a PC (personal computer). Each personal computer was connected to a scanner and to a laser printer. There was a xerox machine (photocopier) which made copies in colour. The office also had a fax and an answering machine. I noticed a strange looking machine in the corner. It was a shredder. The filing cabinets were next to a shredder. There were some desks and chairs in the office. I saw some internal and external phones on one of the desks. On the wall one could see a notice board and shelves. There were some books and a pot plant on the top shelf and a coffee pot with cups on the bottom shelf. In front of the bulletin board there was a special table for the television and the DVD. On the wall in the meeting room I could see a screen and a whiteboard. On the table there was an overhead projector, a transparency, an inkjet printer, a mobile phone and some business cards.
The office workers were very efficient. They knew how to run every piece of equipment. And they worked very fast. Richard introduced me to the staff. Everybody was very friendly.
