- •1.1 Getting aquainted with yourself
- •2. Infj “Author”(f.Dostoevskiy, Dr.Watson)
- •3. Enfp “Journalist” (t. Huxley)
- •4. Infp “Questor” (s.Esenin)
- •5. Entj “Fieldmarshal” (j.London)
- •6. Intj “Scientist” (m.Robespierre, r.Descartes)
- •7. Entp “Inventor” (Don Quixote)
- •10. Istj “Trustee” (m. Gorky)
- •8. Intp “Architect” (h.Balzac)
- •9. Estj “Administrator” (m.Stierlitz)
- •11. Esfj “Seller” (V.Hugo)
- •12. Isfj “Conservator” (t. Dreiser)
- •13. Estp “Promoter” ( g. Zhukov, V. Putin)
- •14. Istp “Artisan” (j. Gabin) "
- •15. Esfp “Entertainer” (Napoleon)
- •16. Isfp “Artist” (Dumas)
- •1.2 Presenting yourself
- •1.2.1 Resume
- •1.2.2 Curriculum vitae
- •1.2.3 Business letters in job searching
- •Writing Tips
- •1.2.4 Covering letter (letter of application)
- •1.2.5 Letter of recommendation (rec letter)
- •1.2.6 Interviewing
- •2.1 Doing business
- •2.1.1 Business telephone talk
- •2.1.2. Business correspondence
- •Inquiries (Enquiries)
- •2.1.3 Contract
- •Practice
- •VI. Preparation for an interview is essential. Name the main points you’ve memorized.
- •VII. Imagine you are going to be interviewed in a company you dream about. Prepare yourself for the interview giving answers to the most common questions.
- •I. Fill in the blanks with proper words basing on the list of the telephone terms.
- •II. Having studied the helpful phrases create a business telephone talk with fictitious foreign partner.
- •III. As you have read all the information about business letters try to define what type of business letter the following abstracts belong to.
- •V. Having studied information about the Contract deliver a speech including the main aspects of contract negotiating.
- •VI. Using English-Ukrainian Dictionary match the following English terms to their shuffled Ukrainian equivalents.
- •3.1 Supplementary information
- •3.1.1 Abbreviations
- •3.1.2 Incoterms
- •Список літератури
2.1 Doing business
2.1.1 Business telephone talk
Much of 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 nature of a telephone talk, which is restricted by audio channel, demands to observe not only the general rule of conversation (one at a time), but also social rules. It refers to principles of cooperation and politeness, as well as etiquette rules, that regulate business telephone talks, sometimes called “telephone etiquette”. These tend to have sufficient number of etiquette formulas of greeting and parting, formulas of politeness, polite requests and addresses. These regulations are intended to bring a business telephone talk to a successful accomplishment.
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 your diary at hand, so you can fix appointments.
Keep 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 hear 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.
Here is the list of the telephone terms. Pay attention to American and British variants. Learn them by heart.
answering machine |
автовідповідач |
area code Am./dialing code Br. |
міжміський код |
bad line |
поганий зв'язок |
busy Am./engaged Br. |
зайнято |
to call smb Am.I to phone smb Br. |
подзвонити комусь |
caller |
той, хто дзвонить |
collect call Am./transferred charge call Вr. |
телефонна розмова за рахунок того, кому дзвонять |
crossed line |
хтось втрутився в розмову |
to cut off |
роз’єднувати |
dead line |
телефон (лінія) не працює |
dialing Am./dialling Br. |
набір телефонного номера |
directory/phone book |
телефонний довідник |
directory inquiries |
телефонна довідка |
engaged tone |
короткі гудки |
extension number (#) |
додатковий номер |
IDD (international direct dialling) |
прямий міжнародний телефонний зв'язок |
incoming call |
вхідний дзвінок |
local call |
місцевий телефонний дзвінок |
long-distance call |
міжміський телефонний дзвінок |
to misdial |
неправильно набрати номер |
off the hook |
знята (про слухавку) |
out of order |
зіпсований |
outgoing call |
вихідний дзвінок |
outside line |
вихід у місто, зовнішня лінія |
to pass on the message |
передавати повідомлення |
to put smb through |
з’єднувати кого-небудь |
receiver |
слухавка |
ringing tone |
зумер, виклик |
switchboard operator |
телефоніст, оператор |
telephone booth |
телефон-автомат |
unobtainable |
(номер) не відповідає |
to get the wrong number |
помилитися номером |
Helpful phrases in business telephone talk
Mr Brown's office, may I help you? |
Офіс пана Брауна до ваших послуг. |
Secretary speaking. |
Секретар слухає. |
Could/Can I speak to...? |
Чи можу я поговорити з ...? |
Can you put me through to ...? |
Чи не могли б ви з’єднати мене з ... ? |
Can I have extension (number)...? |
Будьте ласкаві, додатковий номер...? |
I'd like to speak to... |
Я хотів(ла) б поговорити з... |
Who is calling, please? |
Хто біля телефону? |
May I ask who is calling? |
Можу я дізнатися, хто біля телефону? |
The line's ringing for you, caller. |
Номер на зв’язку. |
I'm calling about the meeting. |
Я телефоную з приводу зустрічі. |
I'm calling for some information. |
Мені потрібна деяка інформація. |
I'm calling to let you know I'll be late. |
Я телефоную, щоб повідомити, що запізнюся. |
Could you hold on? |
Ви не могли б почекати? |
Please hold the line. |
Будь ласка, не вішайте слухавку. |
Will you hold or will you call back later? |
Ви зачекаєте чи зателефонуєте пізніше? |
Sorry to keep you waiting. |
Вибачте, що змусив вас чекати. |
I'm afraid the line's engaged. |
На жаль, номер зайнятий. |
I'm sorry but there's no reply. |
На жаль, абонент не відповідає. |
Can/May I take a message? |
Що передати? |
Would you like to leave a message? |
Хочете залишити повідомлення? |
Could I leave a message? |
Передайте, будь ласка... |
Could you get her to call me? |
Попросіть її зателефонувати мені. |
Could you tell her I rang? |
Повідомте їй, будь ласка, що я телефонував (ла). |
I'll get her to call you back. |
Я передам їй, що ви просили передзвонити. |
I'll give him your message. |
Я передам йому ваше повідомлення. |
I'll give the message on. |
Я передам повідомлення. |
I'll call you on Monday. |
Я зателефоную вам у понеділок. |
I'll check that for you now. |
Я зараз перевірю це для вас. |
I'll put you through to someone else. |
Я з’єднаю вас з кимось іншим. |
I didn't quite catch that. |
Я не зовсім зрозумів. |
Could you repeat what you said? |
Ви не могли б повторити? |
Sorry, I didn't get the name/ number. |
Вибачте, я не розчув ім’я / номер. |
Would you repeat that number, please? |
Ви не могли б повторити цей номер? |
Would you spell that for me, please? |
Ви не могли б вимовити це по буквах? |
Did you say...? |
Ви сказали...? |
That's ... (repeats number or spelling) |
Це ...(повторює номер або слово по буквам) |
I'm afraid it's a bad line. Could you speak up? |
Нажаль , поганий зв'язок . Ви не могли б говорити голосніше? |
Thanks for calling. |
Дякую за дзвінок. |
I'm glad I was able to help. |
Завжди до ваших послуг. |
Nice talking to you. |
Приємно було поспілкуватись. |
You're welcome. |
Будь ласка, (у відповідь на подяку) |