12. Work in pairs. Make up complete telephone conversations using the following schemes. Also use the telephone phrases listed in the Appendix IV.

Conversation 1

Caller Receptionist

‘Good morning, ABC Company’

Introduce yourself.

Ask to speak to Mr…

Say that Mr… is not in.

Ask when you can

contact him.

Explain that he is away and offer to take a message.

You want Mr… to call you.

Repeat your name and give

your number.

Confirm the information.

End the call.

End the call.

Conversation 2

Caller Receptionist

‘Good morning, Inter S.A.’

Greet the receptionist

and introduce yourself.

Check the name.

Confirm/correct.

Offer to help.

Ask for an

appointment with Mr…

Ask what it’s about.

Explain the purpose of

the appointment.

Acknowledge – ask when would be a good time.

Suggest the time.

Reject – Mr…is away.

Suggest beginning of

next month.

Agree and suggest a day

of the week.

Reject – This day Mr… is busy.

Suggest another day.

Agree. Suggest an hour.

Agree and ask for

a fax to confirm.

Agree to fax and signal

end of call.

End the call/thanks/etc.

End the call.

Conversation 3

Supplier Customer

Answer the phone.

Introduce yourself and say there’s a problem.

Respond – ask what

problem occurred.

Explain the problem.

Apologize, explain

the reasons why the problem

occurred, and suggest a solution.

Agree to the suggested solution.

Apologize again and end the call.

End the call.

Unit 5

1. Read the following international words and give their Russian equivalents:

Airport, international, formality, register, class, signal, section, inspector, stewardess, declaration, immigration, passport, procedure, minimize.

2. Study the following text.

Business travel

Nowadays people who go on business mostly travel by air, as it is the fastest means of traveling. Here are some hints on air travel that may be helpful. Passengers are requested to arrive at the airport two hours before departure time on international flights and an hour before on domestic flights as there must be enough time to complete the necessary airport formalities.

Passengers must register their tickets, weigh in and register the luggage. Most airlines have at least two classes of travel, first class and economy class, which is cheaper. Each passenger of more than two years of age has free luggage allowance. Generally this limit is 20 kg for economy class passengers and 30 kg for first class passengers. Excess luggage must be paid for except for some articles that can be carried out free of charge. Each passenger is given a boarding pass to be shown at the departure gate and again to the stewardess when boarding the plane. Watch the electric sign flashes when you are on board. When the ‘Fasten Seat Belts’ sign goes on, do it promptly, and also obey the ‘No Smoking’ signal. Do not forget your personal effects when leaving the plane. Landing formalities and customs regulations are more or less the same in all countries. When these formalities have been completed the passenger goes to customs for an examination of his luggage. As a rule personal belongings may be brought in duty free. If the traveler has nothing to declare he may just go through the ‘green’ section of the customs. In some cases the customs inspector may ask you to open your bags for inspection. It sometimes happens that a passenger’s luggage is carefully gone through to prevent smuggling. The rules for passengers who are going abroad are similar in most countries but sometimes there might be a slight difference in formalities. If, for instance, you are supposed to begin with going through the customs, you’d better fill in the customs declaration before you talk to the customs officer. An experienced customs officer usually smells a smuggler, but he may ask any passenger routine questions, for instance, ‘Have you got anything to declare?’ or ‘Any spirits, tobacco, presents?’ The usual answers would be, ‘Yes, I’ve got some valuables, but I’ve put them all down in the declaration’, or ‘I’ve got two blocks of cigarettes for my own use’ or something of that kind. Then you go to the check-in counter where your ticket is looked at, your things are weighed and labeled, a claim-check for each piece of luggage is inserted in the ticket and you are given a boarding pass, which has a seat number on it. Of course, if your luggage weighs more than twenty kilos, you have to pay extra. The next formality is filling in the immigration form and going through passport control. The form has to be filled in block letters. You write your name, nationality, permanent address and the purpose of your trip. In most countries there is also a security check when your carry-on luggage is inspected. This is an anti-hijacking measure, and anything that might be dangerous or disturbing to other passengers must be handed to one of the crew and only returned to the owner after the plane has reached its destination. After fulfilling all these formalities you go to the departure lounge where you can have a snack, read a paper, buy something in the duty-free shop and wait for the announcement to board the plane. Some of these formalities are repeated when you arrive at your destination. The customs declaration and the immigration form are often filled in on board the plane. At the airport you may be met by a specially trained dog who will make sure that you are not carrying drugs, and the immigration officer might want to know at whose invitation you are coming and whether you have a return ticket.

There is another inconvenience you have to be prepared for when travelling long distances by plane. It’s the jet lag, a difference between the time you are accustomed to and the new time. At first you won’t be feeling very well because of it, but don’t worry – it won’t take you long to get used to it.

To make sure you will have a successful flight you should follow some tips. Before you fly, try to get some outdoor exercise and a good night's sleep. In the hours before the flight keep calm and relaxed.

Get to the airport in good time and try to remain calm during the check-in and security procedures. Try to breathe deeply and relax.

If flying long-haul, be one of the last people to board in order to minimize the time you actually spend on the aircraft.

Try to drink water regularly during the flight. Avoid any alcohol, carbonated drinks (sodas) and coffee - these will only dehydrate you and also create an acidic environment in your body which will make you more prone to viruses. Try an alkalising drink such as green tea or various herbal teas - consider bringing your own tea bags on board. Fennel tea and peppermint tea are good for digestion; camomile tea will help you relax. Ask your flight attendant for some hot water. Be aware that some countries have strict import regulations so it may not be possible to bring (unused) tea bags through customs. Eat lightly on board and avoid any sugary and starchy foods.