5. Test your protocol
Mark the following statements true (T) or false (F).
In Japan, you should pass your business card with your right hand. |
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It is uncommon for people in the Far East to use the word 'no'. |
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Mrs Tau Pei Lin, a Chinese lady, asks you to call her by her first name. You should call her Tau'. |
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In Europe, when kissing someone on an informal occasion you should give the person the following number of kisses: |
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a Netherlands: 3 |
b Italy: 2 |
c Britain: 1 |
d France: 4 |
e Russia: 3 |
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Men in Russia often walk arm in arm. |
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The floor at ground level in the USA is called the first floor not the ground floor. |
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Canadians don't mind being referred to as Americans. |
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Wales is part of England. |
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Making a circle with your thumb and forefinger, with the other fingers pointing up, is an international sign meaning 'OK'. |
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Looking people straight in the eye (for a few seconds) is acceptable in all cultures. |
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6. Answering the phone
When you answer the phone, what do you say ... .
... while you're checking to see if the person wanted is in the office?
……………………………………………………………………………………...
... if you want confirmation of the caller's name?
……………………………………………………………………………………...
... if you want to know who the caller is?
……………………………………………………………………………………...
... if the caller has had to wait a long time to be connected?
……………………………………………………………………………………...
... if you didn't understand what the caller said?
………………………………………………………………….
... if the caller is speaking too fast?
………………………………………………………………….
... if the line is bad?
………………………………………………………………….
... if the person wanted is in a meeting?
………………………………………………………………….
... if you want to check you've taken down the right number?
………………………………………………………………….
... before you put the phone down?
……………………………………………………………………………………...
7. Telephone dialogue
Underline the correct forms in italics, and complete the missing spaces with appropriate phrases. Note that some are questions and some are statements.
A |
Metafora Informatica. Buon giorno. |
B |
I am / This is 1 David Friedmann from Solomon's in London. |
|
…………………………. 2 Mr Rossi please? |
A |
…………………………. 3 Mr Rossi there isn't / isn't here 4. He's at lunch. |
B |
Well, …………………………. 5 me back / back me 6 please? |
A |
Could you …………………………. 7? |
B |
Yes it's F-R-I-E-D-M-A-double N. |
A |
Double N? |
B |
Yes, …………………………. 8. And my number is 0044-171-3246123. |
A |
I'm sorry, …………………………. 9? The line is really bad. |
B |
Yes, of course. It's 0044-171-3246123. |
A |
So that's David Friedmann on 0044-171-3246123. |
B |
…………………………. 10. |
A |
OK Mr Friedmann, …………………………. 11. |
B |
Thank you very much. Goodbye. |
A |
Goodbye. |