Practice

Complete the sentences with a preposition.

Example: Many thanks for your prompt reply.

1. I have put some information_____________ the post.

2. We believe _______________ buying from local suppliers.

3. We are looking _____________ a new supplier.

4. I have forwarded your enquiry _____________BMES.

5. Where can I buy spare parts _____________ our machinery?

6. I am interested __________ your new range of furniture.

7. __________ reference __________ your enquiry, I have attached our latest brochure.

Ex.1. Match the two parts of the sentences used in making enquiries.

I’d like to know	a. some more information about our products.
We are having problems	b. to our brochure.
We can recommend	c. arranging a suitable delivery date.
We are looking	d. you could send us more information.
I’ll send you	e. where we can buy spare parts.
Please refer	f. a supplier in London.
We would like to arrange	g. on your website.
We would be grateful if	h. for a new supplier.
I couldn’t find the information	i. a visit

Module 3

Communications

A communication can be verbal when we use words to communicate with people. When we hear someone talking, we notice whether they are friendly or unfriendly, interested or bored, certain or uncertain, and so on. Therefore, communication includes both what we say and how we say. Body language, also called nonverbal communication is an important part. Different cultures may use different signals, though: shaking head from side to side means “no” in many cultures, but “yes” in some, for example in parts of Bulgaria and Sri Lanka. Feelings can be shown through body language without thinking about it. For example, if a person is bored, he or she may look away from the person speaking to them. Some businesspersons think that the best way for business communication is face-to-face communication for getting information across and things done in business. People also like e-mail and other forms of electronic communication.

Speak on the following ways of communication. Comment on each of the way and say which one is the most suitable for you?

Letters.	4. Handwritten notes.
Face-to-face.	5. Telephone calls.
E-mail

Let’s start with such kind of communication as

1. Telephoning

Useful language

Making calls	Receiving calls
Can I talk to…?/ Could I speak to…?	Who is calling, please?
This is Maria from the Public Relations Department.	Could you tell me what it’s about?
Is this the sales/finance/marketing department?	I’ll put you through.
I am calling about…	Can you hold?
Could you transfer me to the IT department, please?	He seems to be with someone right
	now. Can I get him to call you?
Could you tell him/her that I called?	I’m afraid there’s no answer. Can I
	take a message?
Could you ask him/her to call me back?	I’m sorry, there’s no answer.
Can I leave a message, please?	I can transfer you to his/her voice mail.

Now complete the expressions on the right with the same meaning on the left. Consult the USEFUL LANGUAGE. Two prompts are given.

Can I talk to …?	I’d like to speak to…
Just a moment…	Thank you ………………………..
I’ll connect you.	I’ll ………………..………………
Am I speaking to Marline Brute?	Hello……………….……… Marline Brute?
Yes, it’s me.	Speaking
The reason I am calling is…………	Yes, I’m ……….…………… your advert
Can I have your name and address?	It’s ………………………………..

Telephone quiz

Think of another way of saying

1. I’ll connect you

2. Just a minute

3. The line is busy

You hear the following expressions on the phone. What do you think the speakers mean?

1. You are very faint

2. He’s tied up at the moment

3. Could you read that back to me?

4. Can you bear with me for a second?

Choose the polite reply in each of these conversations.

Can I speak to Mike?	b. Could I have your name please?
Who are you please?	1. Yes, I am Anna Long.
Who is calling please?	2. Yes, it’s Anna Long
This is Terry Rance	Is she free on Friday?
Sorry?	1. No, she isn’t.
Repeat, please	2. I am afraid not

Would morning or afternoon suit you best?

1. I don’t mind

2. I don’t care

Starting and finishing calls

Task 1. Study the table below, and then add the following phrases:

Anyway …	I’ll look forward to seeing you on Tuesday, then
How are things?	Let me know if there is anything I can do
I’m phoning to ask…	Thank you for calling

Welcoming the call	Nice to hear from you.
Polite enquiries	How are you? __________________
Saying why you are phoning	The reason I am phoning is … _____
Indicating you are ready to finish	Right then… ________________________
Offering help	Give me a ring if you have any problems. ________
Confirming future plans	See you on the 26th, then.
	Until Friday, then/ ______________
Ending on a friendly note	Thanks for your help. ____________
	Have a nice day

Task 2. Now complete the beginning and ending of the conversation below. Use words and phrases from the table.

The start

A Sandra Parker.

B Hello Sandra, Hans Grass here

A Hans.______________________. ________________________?

B I am fine, thanks._____________________________ with you?

A Not bad at all, thanks

B Sandra, _____________________if you have the details for the multimedia meeting.

The finish

A ____________________________________________________.

B Yes, I’ll do that. Thanks.

A__________________________________________ Friday, then

B Yes. _______________________________________.

A You are welcome._____________________________

Telephone messages

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 Grapp’s to Café Continental. Be there at 9 p.m. Action: Call back if problems on 01699 720 7743 Signed: Frank Churchill.

Personal messages.

Some useful phrases

Just a quick note to say many thanks.

We really appreciate everything you have done.

Many congratulations on your promotion.

Stay in touch.

This is to let you know that I will be leaving the company.

I was very sorry to hear that you are leaving the company.

It has been a pleasure working with you.

Thanks for all your help.

It would be great to see you here

Good to hear that the event went well.

I am sorry to tell you that George will be on sick leave for two weeks.

Get well soon.

Thank you for reminding me.

Just to check – Is the party in June?

If so, I’d love to come.

Have you remembered that Mona is retiring in June?