12. Read and memorize the following words and word-combinations:

to carry out – виконувати

to admit – визнавати, допускати

to confirm – підтверджувати

to presume – переконувати

to waste – витрачати даремно

service inquiry – довідка по телефону

the called party – абонент (той, кому дзвонять)

in advance – заздалегідь

13. Read the text:

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:

1. opening phase – summons (the telephone rings), greeting and identification;

2. main phase – reason for calling and topic of conversation;

3. closing phase – acknowledgement and parting.

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 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 see 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.

14. Study the list of the telephone terms. Pay attention to the American and British variants of the same term:

telephone book (directory) – телефонний довідник

telephone booth (box phone) – телефон-автомат

directory enquiries – телефонна довідкова служба

switchboard operator – телефоніст, оператор

general call – загальний виклик

emergency call – екстрений виклик

local call – місцевий виклик

personal call – виклик конкретної особи

toll call – приміський виклик

trunk call (Am.) / long-distance call (Br.) – міжміський виклик

collect call (Am.) / transferred charge call (Br.) – телефонна розмова, яка оплачується

тим, кому дзвонять

extension number – додатковий номер

IDD (international direct dialing) – прямий міжнародний телефонний зв’язок

to book (to order) the call – замовити дзвінок

to answer the call – відповісти на дзвінок

to make a call (to call, to ring up) - подзвонити

to give smb. a call (to give smb. a ring) – подзвонити кому-небудь

to put a call through (to connect the call) – подзвонити, з’єднати

to call back (to call later, to return the call) – подзвонити ще раз

to cut off (to be disconnected) - роз’єднати

to misdial – неправильно набрати номер

to get smb. over the telephone – з’єднатися з ким-небудь по телефону

go ahead - говоріть

to hang up (to ring off, to put down the receiver) – вішати трубку

to hold on (to hold the wire/the line) – тримати трубку, не вішати трубку

to be engaged on another line – розмовляти по іншому телефону

the line is free(clear) – лінія вільна

to leave (to give) a message – передавати що-небудь

to put down (to write down) a telephone number – записати номер телефону

to speak over (on) the telephone – розмовляти по телефону

to speak more loudly (to speak up) – розмовляти голосніше

the number is engaged (busy) – номер зайнятий