Телефонные разговоры и переговоры

(TELEPHONE CONVERSATION AND NEGOTIATIONS)

Раздел 1. Телефонные разговоры

(Telephone Conversations)

Телефонный разговор с зарубежным партнером по бизнесу тре­бует определенной подготовки и навыков устного делового общения по

телефону.

В этом разделе мы остановимся на следующих моментах:

1. Подготовка к телефонному разговору (Preparing for a phone conver­sation).

2. Как ответить на звонок (Receiving phone calls).

3. Как принять и передать сообщение (Talcing and leaving messages).

4. Как переспросить(Asking for repetition).

5. Как оставить сообщение на автоответчике(Leaving a message on an answering machine).

6. 

   Выбор стиля в телефонном разговоре (Choosing a style in a telephone conversation).

7. Полезные выражения для телефонных разговоров(Helpful expres­sions for telephone conversations)'

¹ Более подробно см: R. Gairns, S. Redman. True to Life. English for Adult Learners. Upper-Intermediate. Cambridge University Press, 1998; M. Irvine, M. Cadman. Commercially Speaking. Oxford University Press, 1999; S. Sweeney. Eng­lish for Business Communication. Cambridge University Press, 1997.

1.1. Подготовка к телефонному разговору. Preparing for a Phone Conversation

• think of all the questions you need to ask or things you are going to say;

• prepare all the documents that you will need for your phone call;

• have your diary at hand (for appointments), some paper and a pen;

• make sure you know the situation before you make a call.

Here is a phone conversation between business partners. Pay attention to the useful expression in italics. What is Brenda Dyer up to?

Good morning, Sales Department of the L.L Bean com­pany.

Good morning, my name is Brenda Dyer. I'm calling from GMC in Detroit, Michigan. Could I speak to Mr. Jackson, please?

Speaking. Good morning, Miss Dyer. What can I do for you?

My colleague Joan Smith wrote to you recently and we received your sales material. We 're interested in order­ing some T-shirts to give away as Christmas gifts to our customers. We understand we can create our own de­sign. Is that right?

Yes, that's right. You send us a deposit and we produce a proof garment from your design. We are a little anxious about the delivery times. You see, we need the goods by mid-November at the latest. Yes, I see. Well, if you send your order off now, you should receive our proof garment in two weeks. Two weeks?

Well, we could make it one week if you write a note

saying it's urgent.

Good.

Then if you send us the order, we can send you the in­voice immediately.

If we fax you a copy of our banker's order, would you accept that or do you wait until the money is credited to your account?

Mr. Jackson:

Brenda Dyer.

Mr. Jackson:

Brenda Dxer:

Mr. Jackson:

Brenda Dyer:

Mr. Jackson:

Brenda Dyer: Mr. Jackson:

Brenda Dyer: Mr. Jackson:

Brenda Dyer:

Mr. Jackson:

Brenda Dyer:

I'm afraid we have to wait until we receive the money. But it usually takes two or three days at the most. Thank you very much indeed, Mr. Jackson. You've been most helpful.