- •1.1.3. Scan the text and find an explanation why introductions are important in business. Do you agree with this statement?
- •Introductions: a Business Necessity
- •1.1.4. Read the text ‘Introductions: a Business Necessity’ again more slowly. Then decide whether the following statements are true (t) or false (f). If the statement is false give the right variant.
- •If someone forgets your name, be quick to supply it in order to lessen their embarrassment.
- •1.1.5. Read the text below and answer the questions on the text. Business Etiquette: Greetings
- •1.1.6. Summarize the text ‘Business Etiquette: Greetings’ and present your summary to the class.
- •1.1.10. You are now at the conference. Imagine you are meeting for the fist time and act out the conversation with your partner.
- •1.1.7. Read the conversations, paying attention to the italicized phrases.
- •1.1.8. Work in pairs. Practise conversations like those in Ex. 1.1.7.
- •1.1.9. Complete this dialogue with the correct words.
- •1.1.11. Complete the chart.
- •1.1.12. Work in pairs. Ask your partner questions about companies and their headquarters.
- •1.1.13. Read the profile of Derek Stirling and then write another profile about yourself (topics: name, nationality, home town, company, position, responsibilities and free time interests) Profile
- •Telephoning.
- •1.2.1. Answer these questions:
- •Vocabulary
- •1.2.2. Study the vocabulary used to describe business telephoning. Consult a dictionary if necessary.
- •1.2.3. Scan the text and find an answer what successful phone call depends on. Is it difficult for a businessman to maintain good telephone etiquette? Telephone Etiquette for Business
- •1.2.4. Read the text ‘Telephone Etiquette for Business’ again more slowly and make up 6-8 questions based on the text.
- •1.2.5. Read the text below, summarize it and present your summary to the class. Rules of Etiquette for Phone Skills
- •1.2.6. Explain the difference between the words or phrases in each of the following pairs.
- •1.2.7. Fill in the blanks with words from the topical vocabulary. Phoning scenario
- •1.2.9. Read the following voice mail. Write down a message for the manager of Blue Horizon, Carla Davis.
- •Раздел 1 . Партнеров Встреча . Телефонные .
1.2.6. Explain the difference between the words or phrases in each of the following pairs.
helpline and hotline
mobile phone and cordless phone
videoconferencing and conferencing
1.2.7. Fill in the blanks with words from the topical vocabulary. Phoning scenario
You want to phone someone in a company. You pick up the ______. You hear the _____ tone and ______ the number on the keypad. You don't know the person's direct line number, so you dial the number of the company's _______. One of these things happens:
a The number rings but no one answers.
b You hear the engaged tone (BrE)/busy tone (AmE) because the other person is already talking on the phone. You ______ and try again later.
c You get _______, but not to the number you wanted. The person who answers says you've got the _______ number.
d The operator answers. You ask for the extension of the person you want to speak to.
e You are ______through to the wrong extension. The person offers to transfer you to the right _______, but you are cut off - the call ends.
f The person you want to speak to is not at their desk and you leave a message on their _______. You ask them to ________ you back or to return your call.
ACQUIRING BUSINESS COMMUNICATION SKILLS
TELEPHONING LANGUAGE
LANGUAGE FOCUS: SPEAKING ON THE PHONE
Making contact |
Identifying yourself |
Stating your purpose |
Responding |
Closing |
- Hello/Good morning, Erika Halze speaking, Madison Ltd.
- I’d like to speak to Anna Schilling, please.
Could I have the sales department, please? / Could I speak to the personal manager, please? |
This is/My name’s Martha Blanco. Martha Blanco is speaking. |
I’m calling about …
The reason I’m calling is …
Could I leave a message?
Could you tell Mr. Placer that…?
May/Can I take a message?
|
I’m rather tied up at the moment. Could you cal back later?
That’s fine/ OK for me.
Sorry, I can’t…
No problem.
I’m afraid he/she isn’t at his/her desk/ isn’t in the office.
Who’s calling, please?
Would you like to leave a message?
I’ll ask him/her to call you. |
Right. /OK then.
Thank you. Goodbye.
Good. So, I’ll see you …
Nice talking to you.
We’ll be in touch soon.
Thanks for calling/phoning. |
1.2.8. Look at the following conversations. The speakers don’t use the correct language for speaking on the phone. Make the necessary changes, and then practice your own conversations with your partner.
a) A Galaxy Computers.
B I want to speak to Harris.
A Who are you?
B Johnson.
A Who? Repeat your name, please.
B Michael Johnson.
A Sorry, the line is engaged. Want to wait?
B No. Tell him I called, right?
A Right.
b) A I want to speak to Mrs Lee.
B That’s me but I’m busy.
A Sven Nyman talking. I want to talk about your order.
B Call me back later.
c) A Are you James Cassidy?
B No. Who are you?
A Ann Schmidt. Is James Cassidy there and, if he is, can I speak to him?
B He can’t speak to you. Give me a message.
WRITING
LANGUAGE FOCUS: TELEPHONE MESSAGE
For a telephone message write down only the important information. Use note form. Make sure you write the correct telephone number of the caller. Include your name as well.
Telephone Message
To: Danny Randall Name of caller: Brett Sinclair Date: 7th April Time: 10:15 a.m.
Message: Meeting place with Adriana changed from Grappa’s to Café Continental. Be there at 9:00 p.m.
Action: Call back if problems 04321 172
Signed: Frank Churchill
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