АНГЛІЙСЬКА МОВА ДЛЯ ДІЛОВОГО СПІЛКУВАННЯ ENGLISH FOR BUSINESS COMMUNICATION

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1 Державний вищий навчальний заклад Українська академія банківської справи Національного банку України Кафедра іноземних мов АНГЛІЙСЬКА МОВА ДЛЯ ДІЛОВОГО СПІЛКУВАННЯ ENGLISH FOR BUSINESS COMMUNICATION Навчальний посібник для організації практичних занять і самостійного вивчення дисципліни Для студентів 1 курсу напрямів підготовки Фінанси і кредит, Право всіх форм навчання Суми ДВНЗ УАБС НБУ 2011

2 УДК (075.4) А64 Рекомендовано до видання вченою радою Державного вищого навчального закладу Українська академія банківської справи НБУ, протокол 3 від Укладачі: С. В. Дорда, кандидат філологічних наук, доцент, ; Р. В. Миленкова, кандидат педагогічних наук, доцент, ; Л. І. Клочко, кандидат філологічних наук, доцент, Сумський державний педагогічний університет ім. А. С. Макаренка Рецензенти: А. А. Сбруєва, доктор педагогічних наук, професор, проректор з наукової роботи Сумського державного педагогічного університету ім. А. С. Макаренка; С. П. Денисова, доктор філологічних наук, професор, завідувач кафедри зіставного мовознавства і теорії та практики перекладу Київського національного лінгвістичного університету; І. П. Мозговий, доктор філософських наук, професор, завідувач кафедри соціально-гуманітарних дисциплін А64 Англійська мова для ділового спілкування = English for business communication [Текст] : навчальний посібник для організації практичних занять і самостійного вивчення дисципліни / [уклад.: С. В. Дорда, Р. В. Миленкова, Л. І. Клочко] ; Державний вищий навчальний заклад Українська академія банківської справи Національного банку України. Суми : ДВНЗ УАБС НБУ, с. Посібник підготовлений з урахуванням вимог Болонської декларації відповідно до нової освітньо-професійної програми підготовки бакалаврів напрямів Фінанси і кредит, Право. Метою видання є формування у студентів навичок спілкування діловою англійською мовою, умінь вирішення професійних ситуацій в англомовному оточенні, готовності до інтеркультурної взаємодії. Цілі видання полягають у допомозі студентам оволодіти необхідною мовною базою для забезпечення конкурентоспроможності фахівців у англомовному середовищі. Призначений для студентів 1 курсу напрямів підготовки Фінанси і кредит, Право всіх форм навчання. УДК (075.4) ДВНЗ Українська академія банківської справи Національного банку України, 2011

3 TABLE OF CONTENTS PREFACE...4 PART I. TELEPHONING...5 Unit 1.1. Success on the Telephone...5 Unit 1.2. Taking and Leaving Messages...18 Unit 1.3. Business Phone Etiquette...23 PART 2. JOB INTERVIEW...39 Unit 2.1. Job-Hunting...39 Unit 2.2. Selection Procedure...53 Unit 2.3. Documents Supporting Job-Hunting...59 PART 3. PRESENTATIONS...72 Unit 3.1. Organizing a Business Presentation...72 Unit 3.2. Presenting a Company...93 Unit 3.3. Visual Aids PART 4. MEETINGS AND NEGOTIATIONS Unit 4.1. Managing a Meeting Unit 4.2. Writing Minutes Unit 4.3. Negotiations SUPPLEMENT I. Texts II. Visual Aids III. Role Plays and Tasks IV. Useful Vocabulary ACTIVE VERBS LIST OF REFERENCES ACCOMPANYING LITERATURE SUBJECT INDEX...199

4 PREFACE In the competitive world of today s businesses and professions, the successful person is the one who can communicate effectively. This book arose of the belief that the ability to communicate one s knowledge is as important as the knowledge itself. Although this is not simply a how-to-do-it book, the primary objective is to provide students with the skills necessary for effective communication. The four parts and supplement of the book aim to improve those skills that will affect students business and professional success. Students learn to communicate by communicating not by just reading about communicating. The exercises in the book will help to: - Sound confident and positive in most business situations; - Structure conversations and become more effective; - Employ the language and techniques of effective communication; - Be assertive. Business communication problems in the real world do not occur in a vacuum. Events have happened before the problem and will happen after it, affecting its resolution. Thus in addition to exercises, this book provides role plays; they give students ample opportunities to apply what they have learned, reinforce basic communication skills. 4

5 PART I TELEPHONING UNIT 1.1. SUCCESS ON THE TELEPHONE TEXT While reading the text pay attention to the following words and think of heir Ukrainian equivalents: lose your fear; stick to the standard phrases; confident opening; passive vocabulary; prepare beforehand; feel uncomfortable; prepare your thoughts Success on the Telephone You have some problems reading the language or understanding others. But telephoning in English? That s when you start to panic. This is understandable. You can t see the other person, and voices are often more difficult to understand on the phone. All is not lost, however. There are some simple steps you can take to improve your telephoning skills. 1. Don t panic. This is easier said than done, but really is the key to success. You must lose your fear of the phone. Make at least one call a day in English to a friend just to practice. Repeat to yourself: Telephoning in English is easy. Positive thinking can work. 2. Learn key vocabulary. Alternatively, copy the words and put them next to your phone at work, or take them with you when you re travelling. 3. Learn some key phrases. As well as key words, there are certain standard phrases that come up again and again on the phone. Learn them and use them! Don t try to be too clever on the phone; stick to the standard phrases. 4. Start and finish well. A confident opening is important. Say clearly, and not too quickly, who you are and why you are calling: This is Boris Volkov from Kyiv. I m calling about your order for.... Try to avoid saying My name is... ; this sounds less professional. At the end of the call, remember to thank the other person: Thanks for your help. If they thank you, the answer is You re welcome, not please. 5. Learn to control the call. Native speakers of English often speak too quickly and not clearly enough. Make sure you know how to stop them or slow them down. Phrases such as: I m sorry, I didn t catch that and I m sorry, could you speak a little more slowly will help you to control 5

6 the situation. Don t be embarrassed to stop your partner; remember, your English is almost certainly better than their Ukrainian. 6. Listen carefully. Listen to the vocabulary and phrases that your partner uses. Often you will be able to say the same things later in the same conversation. Your partner won t notice what you are doing, but you will feel good that you have activated your passive vocabulary. 7. Soften your language. Ukrainian-speakers often sound impolite in English because they are too direct. Would and could are the two key words. I d like to speak to Jane Brown, please is much better than I want to Create a positive atmosphere. Smile when you are on the phone. It really does make a difference to the way you sound. And the impression you create can make a big difference to your chances of business success. If you are unsure how you sound on the phone, record yourself during a conversation. You may be surprised by the result. 9. Learn to spell. Do you know the telephone alphabet in English? If not, learn it. It is important not only to know how to say the individual letters, but also to be able to check them: Was that I for India or E for Echo? (Don t say E like Echo.) 10. Give yourself time. If you want to make a call, you can prepare beforehand. But what happens when your phone rings and suddenly someone is speaking English? No problem. If you feel uncomfortable and need time to prepare your thoughts, simply say: Sorry, could I ring you back in five minutes, I m in a meeting at the moment. Answer the following questions: 1. How often do you have to speak on the phone in English? 2. Do you find it difficult? If so, why? 3. Are telephone conversations in English part of your job? 4. Will they be part of your job in the future? 5. Are work calls in English easier or more difficult than other calls in English? 6. How often should you make calls to lose your fear? 7. What are the most popular ways of learning key phone vocabulary? 8. Should you stick to the standard phrases or improvise while telephoning? 9. How does a typical start of a call sound? 10. What are the usual phrases at the end of the call? 6

7 EXERCISES 1. Are the following statements true or false? Find in the text the evidence supporting your opinion: 1. You needn t lose your fear of the phone. 2. Copy the words and put them next to your phone at work. 3. Try to be too clever on the phone; don t stick to the standard phrases. 4. A confident opening is not very important. 5. Don t be embarrassed to stop your partner. 6. Don t pay attention to the vocabulary and phrases that your partner uses. 7. Ukrainian-speakers never sound impolite in English because they are direct. 8. Smile when you are on the phone. 9. It is not quite important to be able to check the individual letters. 10. If you want to make a call, you can prepare beforehand. 2. Translate the useful vocabulary into Ukrainian: I d like to speak to, please. I m calling about I m sorry, I didn t catch that I m sorry, could you speak a little more slowly? Sorry, could I ring you back? Thanks for your help. You re welcome. 3. The following sentences (1 16) are taken from a phone call. The purposes of these sentences (a m) are listed below. Match each sentence with its purpose. 1. Thanks for calling. 2. Can you manage (day) at (time)? 3. Yes, that suits me fine. 4. See you soon. 5. I m afraid I won t be in the office on (day). 6. My name is. 7. Hilary Frick. 8. This is here. 9. Could we meet some time soon? 10. Could you put me through to, please? 11. Well, thanks for the information. 12. Not at all. 13. I m phoning to let you know the details of. 7

8 14. Well, I look forward to meeting you next (day) at (time), then. 15. Who s calling, please? 16. I d like to speak to, please. a) introduce your self first introduction; b) introduce your self second and subsequent introduction; c) identify your self; d) request person called; e) ask for caller s identification; f) explain purpose of call; g) request appointment; h) suggest time for appointment; i) confirm details of appointment; j) agree to details of appointment; k) decline appointment; l) thank; m) polite formula. 4. Match the words and phrases (1 10) with similar meaning (a j). 1. The line s busy. a) I ll connect you; 2. Will you hold? b) One moment; 3. I ll put you through. c) An office number; 4. A code. d) Could I have your name? 5. An extension number. e) I m ready; 6. Who s calling please? f) The line s engaged; 7. Hold on. g) A country or area number; 8. This is h) Is that all? 9. Go ahead. i) Can you wait? 10. Anything else? j). speaking. 5. Put the following extracts of telephone calls into the correct order. 1. Just a moment, Mr Brown, I ll put you through. Yes, I d like to speak to Miss Red. Michel Brown. Who s calling, please? Global Electronics. Can I help you? 2. She s got it, but just in case, it s Yes, could you ask her to call me back? Mr. Cloud here. Could I speak to Mrs Fields? Yes, of course. Could I have your number? I m afraid she s out at the moment. Can I take a message? 8

9 3. I m sorry, I m out on Wednesday. Good, that suits me too. Shall we say 11 o clock? Just a moment, I ll get my diary you said next week? Yes, could you manage Wednesday? What about Thursday then? Yes, Thursday morning would suit me fine. 6. Choose the most appropriate response by ticking the correct variant. 1. John Fielding speaking. a) Who s calling please? b) Sandra Bullock here; c) Hello, John. I m glad you called. 2. Can I take a message? a) I d like to leave a message; b) Yes, could you ask him to call me back? c) Please tell him to give him a ring. 3. The reason I called is we re having problems. 4. Could you manage Tuesday? 5. So that s fixed Thursday at 11. a) I don t believe it; b) Really? That surprises me; c) I don t mind. a) No, I can t; b) No; c) I m afraid I can t. a) I m afraid that s out of question; b) Right, I look forward to seeing you then; c) Bye. 7. A useful way to remember the pronunciation of some letters is to group them by vowel sound: ay ee e y oh u ar A H J K B C D E G P T V (US) Z F L M N S X (UK)Z I Y O Q U W R 9

10 A. Match the letters that have the same vowel sound. 1. B a) U 2. I b) P 3. D c) Y 4. Q d) K 5. M e) G 6. J f) S B. Match the letters with a word that has the same vowel sound. 1. O a) free 2. R b) pay 3. U c) car 4. V d) toe 5. I e) shoe 6. J f) fly C. Look at the abbreviations below. They are grouped by sound. Find the abbreviation which sounds different from the other three. 1. CBI BDI PTY PTE 2. GDP PST GMT GNP 3. MIT NEC NYC FIT 4. VAT CAP BKG PLC 5. EGM CIF DCF PPS 6. COD BOT FOB POD 8. Work with a partner. Take it in turns to dictate abbreviations and write them down. Do you know what the letters stand for? IBM FOB OPEC VIP EU VDU EDP CIF JAL AGM FBI IT VAT USA MBA ICI CEO RPI GDP OECD WHO GB IMF CIA 10

11 9. Work with a partner. Take it in turns to dictate telephone numbers and write them down Remember: There are different ways of saying telephone and fax numbers nine one four three zero (American English) nine one four three oh (British English) 6687 six six eight seven (American English) double six eight seven (British English) 10. Use the words in the box below to complete the conversation. hold can could here put just hang calling can in Michelle: Male: Michelle: Male: Michelle: Male: Michelle: Male Michelle: Male: Michelle: Hello, you ve reached the marketing department. How 1. I help? Yes, can I speak to Rosalind Wilson, please? Who s 2. please? It s Richard Davies 3.. Certainly. Please 4. and I ll 5. you through. Thank you. Hello, marketing. How 6. I help? 7. I speak to Jason Roberts please? Certainly. Who shall I say is calling? My name s Mike Andrews. 8. a second I ll see if he s 9.. Hello, Jason, I ve got Mike Andrews on the phone for you... OK I ll put him through. 10. on a moment, I m just putting you through. 11

12 11. Take a connecting Quiz: Choose the one correct answer: 1. When you telephone a company the person answering the phone may ask you a question. Which is the correct question? A Who s calling please? B Who calls? C Who it is? D Who called? 2. Which phrase means the same as hang on a moment? A Just a second B I ll put you on C Go ahead D I m ready 3. Choose the correct word: Please. and I ll put you through. A stop B stay C talk D hold 4. What is the expression used to connect two people on the telephone? A I m sending you through B I m putting you through C I m calling you through D I m talking you through 12. Choose the correct words in italics to complete the telephone conversation. A Claus Engineering. B Number/Extension 567, please. A I m afraid the line s broken/engaged. Will you hold? B Yes. A The line s free now. I ll put/connect you through. B Thank you. C Paint shop. B I d like to speak to Mrs Green. C Who s/whose calling, please? B Martin Blake. C Wait/Hold on, Mr Blake. I ll bring/get her. C I m afraid/regret she s in a meeting. Do you want to call up/back later? B No, it s urgent. Could you leave/take a message? C Yes, I will/of course. 12

13 B May/Could you ask her to call me back? C Does she have your number? B No. It London the code/area is then the number is Could you say/read that back to me? C B That s right. C Anything/What else? B No, that s anything/all. Thank you very much. C You re welcome/fine. B Goodbye. 13. Complete the puzzle and find the keyword in 14 down. Across 1. I ll back later. (4) 2. The line s busy. Will you? (4) 3. Could you hold on a and I ll get a pen. (6) 4. My new will be (6) 5. I leave a message? (5) 6. May I have 4456, please? (9) 7. Good morning. Sandra Bullock. (8) 8. I ll ask Mr Peterson to call you as soon as possible. (4) 9. Would you like me to take a? (7) 10. Could you me through to Miss Chesterton, please? (3) 11. Good morning, is Richard Geer. (4) 12. I m, but Mr Lee is away all week. (5) 13. The line is. Can I ask her to call you back? (7) Down 14. One of the keys to successful management. (13) 1 C 2 H 3 M 4 N 5 C 6 E 7 S 8 B 9 M 10 P 11 T 12 S 13 E 14 13

14 14. Read these extracts from telephone calls. Who do you think is talking? What do you think they are talking about? 1. A I ll see you outside the bank at then. B No, I said A OK, B And don t forget to change the number-plates. 2. A It s Mr Carter on line 4. B Not again! Could you tell him I m busy, Mary. A I did, but he says he ll wait. B Oh, all right then. Put him through. 3. A I m afraid no one is available to take your call. B Oh, no, I hate these things. A Please leave your name and number after the tone. B Er hello er I ll call back later. 4. A Darling, it s me. Can you talk? B Wait a minute. Yes, I think so, but be quick. A I can t stop thinking about you. B Thank you for calling, Mr Rolling. I ll put you a catalogue in the post for you right away. 5. A I m on my last unit. B Hold on, Jenny, I ll get a pencil OK. A I m on B Oh no! 6. A All in all the legal fees come to $ 30,000. B That s very reasonable. That s one three, I hope. A No, Mr. Green, three zero, I m afraid. B What? For three weeks work? You must be joking! TEXT While reading the text pay attention to the following words and think of their Ukrainian equivalents: multi-word verbs; hold on; hang on; hang up; ring off; ring up; put you through; get through to; call back Multi-word Verbs One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are commonly used in telephone conversations. Hold on means wait and hang on means wait too. Be careful not to confuse hang on with hang up! Hang up means finish the call by breaking the connection in other words: put the phone down. 14

15 Another phrasal verb with the same meaning as hang up is ring off. The opposite of hang up / ring off is ring up if you ring somebody up, you make a phone call. And if you pick up the phone, (or pick the phone up) you answer a call when the phone rings. Hang on a second... If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while they put you through put through means to connect your call to another telephone. With this verb, the object (you, me, him, her etc.) goes in the middle of the verb: put you through. But if you can t get through to (contact on the phone) the person you want to talk to, you might be able to leave a message asking them to call you back. Call back means to return a phone call and if you use an object (you, me, him, her etc.), it goes in the middle of the verb: call you back. 15. Some of the prepositions in these sentences are wrong. Find the wrong ones and put the correct preposition in the space after the sentence. Choose from the following words. Some words are used more than once. up; off; down; on; through; back 1. Just a minute while I look up his number in the company phone book. (LOOK ) 2. I m sorry I can t talk to you now. Could I call you back in five minutes? (CALL ) 3. I m trying to get off to Mr. Homes. Could you give me his extension number? (GET ) 4. I need to take down his name and number. (TAKE ) 5. Could you hang on a minute while I get a pen? (HANG ) 6. I was talking to Mrs. Arnolds when we were cut up. (CUT ) 7. Please could you put me down again? (PUT ) 8. I ve been trying to talk to her all day but every time I call she hangs back. (HANGS ) 9. The phone rang and I picked off the receiver straightaway. (PICKED ) 10. I m sorry I don t have this information right now. Can I get up to you tomorrow? (GET ) 15

16 TEXT While reading the text pay attention to the following words and think of their Ukrainian equivalents: level of formality; to feel comfortable; rude; business context; make a request; perfectly acceptable; overall tone; tip; clarification; to pretend Level of Formality Another thing to think about when talking on the telephone is formality. It s important to use the right level of formality if you are too formal, people might find it difficult to feel comfortable when they talk to you. On the other hand, if you are too informal, people might think you are rude! Generally speaking, if you are talking to someone in a business context, you should use could, can, may or would when you make a request: Could I speak to Jason Roberts, please?, Can I take a message?, Would next Wednesday be okay? You should also use Please and Thank you or Thanks very much whenever you ask for, or receive, help or information. It s important to show politeness by using words like would, could, please thank you etc. But it s also okay to use some of the features of informal/spoken English short forms, phrasal verbs and words like okay and bye in other words everyday English! So phrases like I m off to a conference..., No problem, bye! and Hang on a moment and I ll put you through are perfectly acceptable, as long as the overall tone of the conversation is polite. One last tip it s better to ask for help or clarification when you re having a telephone conversation, than to pretend you understand something that you didn t. It s perfectly acceptable to use phrases like Could you repeat that, please?, Could you speak a little more slowly, please? and Would you mind spelling that for me please? Using phrases like these will help make sure that you have a successful phone call, and may save you from lots of problems later on. You could always say that The line s very bad today if you can t hear very well. And it s also a good idea to practice words, phrases and vocabulary before you make the call. 16. Begin a telephone conversation by matching a phrase from Person A with one from Person B. Some combinations are not appropriate. Can you explain why? 16

17 Person A 1. Hi. This is Ann. Is Joe there? 2. Could I please speak to Professor Hunt? 3. Good morning, doctor s office. May I help you? 4. History Department. 5. My name is Thomas Greenfield. Can I please speak to Michael? Person B a) May I ask who s calling? b) Sure, hold on a minute. c) Is Ms. Sloan there, please? d) Could you spell that, please? e) He s not here right now. Can I take a message? f) One moment, please. g) Yes, I d like to make an appointment. h) May I please speak to Robert Jenning? i) Could you hold, please? 17. The dialogs below contain nine mistakes. Read them and try to correct the mistakes I Male: Hello, this is the press office. Michelle: Rachel Allsop please. Male: I m sorry, you might have the wrong number. There s no-one of that name here. Michelle: Oh. Can I check the number I ve got is there not ? Male: No, it s Michelle: Oh, sorry of that. I must have connected the wrong number. Male: No problem! Bye! II Male: Hello, press office, I can help you? Ruth: Hello. Paul Richards, please. Male: I m sorry, you ve got a wrong number, but he does work here. I ll try and put you on. In future, his direction number is Ruth: Did I not dial that? Male: No, you rang Ruth: Oh, sorry to have trouble you. Male: No problem. Hang on a moment and I ll put you through to Paul s extension. Ruth: Thanks. 18. Choose the most appropriate answer: 1. If you didn t catch the person s name and must ask it again, - Ask straight away; - Wait until a pause in the conversation and then ask. - Ask at the end of the conversation. - Ask when you feel like it. 17

18 2. Before calling the company for a job application form, - Don t bother preparing; it s only going to be a short conversation. - Prepare as you would for an interview. They may ask you an unexpected question. - Don t worry about preparing; you can always give them any information you need later. - Always have your previous job application handy. 3. According to some researchers, how much impact in spoken-word communication is visual? - A quarter. - A third. - Half. - Three-quarters. 4. Most people find it easier to talk on the phone when they are - Walking. - Sitting-down. - Lying down. - Standing up. 5. When you are looking for a job and telephoning the company, what should your objective be? - To tell as much of yourself as you can. - To tell as little about yourself as you can, hoping they will want to find out more and invite you for an interview. - To leave a positive impression, of someone who s capable and efficient. - To get interviewed straight away, over the telephone. 6. Which of these is not correct? If you are expecting a phone call concerning a potential job, - You should have a pen and paper handy. - You should answer with the number or your name. - You should take this opportunity to assess how business-like your possible employer is. - You should let the phone ring for at least a minute to show how busy you are with other things. UNIT 1.2. TAKING AND LEAVING MESSAGES TEXT While reading the text pay attention to the following words and think of their Ukrainian equivalents: to leave a message; beep; message slip; extension; area code; conspicuous place 18

19 Leaving a Message Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Follow this outline to make sure that the person who should receive your message has all the information he/she needs. 1. Introduction Hello, this is Ken. OR Hello, My name is Ken Beard (more formal). 2. State the time of day and your reason for calling: It s ten in the morning. I m phoning (calling, ringing) to find out if... / to see if... / to let you know that... / to tell you that Make a request: Could you call (ring, telephone) me back? / Would you mind...? / 4. Leave your telephone number: My number is... / You can reach me at... / Call me at Finish: Thanks a lot, bye. / I ll talk to you later, bye. Here s an example of message Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I m afraid I m not in at the moment. Please leave a message after the beep... (beep). Ken: Hello Tom, this is Ken. It s about noon and I m calling to see if you would like to go to the Mets game on Friday. Could you call me back? You can reach me at until five this afternoon. I ll talk to you later, bye. As you can see, leaving a message is pretty simple. You only need to make sure that you have stated all the most important information: Your Name, The Time, The Reason for Calling, Your Telephone Number. Taking a Message 1. Be prepared with pen and message slip when you answer the phone. 2. When taking messages be sure to ask for: 3. a) Caller s name (asking the caller for correct spelling.) b) Caller s phone number and/or extension (including area code) c) Ask what the call is in regard to. 4. Repeat the message to the caller. 5. Be sure to fill in the date, time, and your initials. 6. Place the message slip in the called party s inbox or in a conspicuous place in their office, such as their chair. 7. Don t forget that you can transfer them to voic instead of taking a paper message, but don t forget to ask, Would you like me to transfer you to s voic ? Do not assume that the caller would rather go to voic . Always ask first. 19

20 Answer the questions: 1. What steps should you follow to leave a message? 2. Why should you state time and reason of your telephone call? 3. What is the most important information you should leave? 4. When do you need to leave a message? 5. What are the typical phrases of stating the time of day? 6. What are the typical phrases of making a request? 7. What equipment do you need to take a message? 8. What should you ask for when taking messages? 9. Where should you place the message taken? 10. Should you always transfer the paper message to the voic one? EXECISES 1. Complete these sentences using one of the words given below. that; on; calling; hold; up; through; leave; later; 1. Just a minute, I ll put you. 2. Can you call back? 3. I m the other line. 4. Could you speak? The line is bad. 5. The line is busy. Would you like to? 6. I m afraid she s out. Would you like to a message? 7. Is Sarah? 8. Thanks for. 2. Read this telephone conversation. Choose the correct words or phrases in italics. A Could I speak to Mr Green please? B Speaking. A Hello. I am/this is Sarah Sarandon from New York. I understand you would like me to/that I make a few changes to your itinerary. B Yes, that s right. I prefer/would prefer to see Ms Hudson and Mr Farewell before you meet Mr Trigger. Would you mind/would you like arranging that for me? A Yes, of course/no, not at all. I ll set up a meeting with Ms Hudson at eleven o clock and Mr Farewell at twelve. B Perfect. A And do/would you still like to go to the seafood restaurant for lunch? Perhaps at one instead of twelve? B Yes, I will/that would be nice. 20

21 A Good. There s just one other thing though. Mr Trigger won t be able to see you until four o clock. That doesn t give you much time so would you mind if I booked/me to book you on a later flight back? B Yes/No, that d be OK. A There s one at I ll try to book you a seat. B Thanks. I ll leave it to you then. Would you/would you mind give me a ring later on to confirm everything? A Yes, of course. 3. The lines in the following telephone conversation are in the wrong order. Rearrange them. 1. Claire: Or can I take a message? 2. Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I m in the office all day if he could call me back. 3. Claire: Goodbye! 4. Female: Yes, it s Claire: In about an hour. Can you call back later? 6. Female: Hello, can I speak to Adrian Hopwood, please? 7. Claire: Can I take your number, please? 8. Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? 9. Claire: Hello, finance department 10. Female: Okay, I ll do that. 11. Claire: I m afraid he s in a meeting at the moment. Can I help? 12. Female: Thanks very much for your help, bye! 13. Claire: Okay, I ll make sure he gets the message. 4. Messages Quiz: Finish the sentence by choosing the correct words. 1. He s not in his office at the moment,? take / can / your / message / I / a / please 2. She ll be back in the office this afternoon,? later / call / can / back / you / soon / message 3. Can I speak to June Wilkinson please?. meeting / afraid / I m / she s / a / in / at / on 21

22 4. Could you ask him to ring me back please? My number is ,. message / I ll / sure / make / OK / gets / he / the / an / on 5. Hidden in this square are 21 words and expressions to do with telephoning. Can you find them all? (Some are vertical, some horizontal and some diagonal.) P E S W I T C H B O A R D U E X C H A N G E R Y B I T H F T G R E C E I V E R T A P A E M X B R D C L E H N O H K N M M E I O G C R G C V O U S G O Q N P T O U A D N N A I U D N G O U P L C W G E E O S E J R G O L I N E D Y N N C M Y H R T E L O P E R A T O R B U S Y C H D I A L F A X TEXT While reading the text pay attention to the following words and think of their Ukrainian equivalents: effective tool; remind; fortunate; humbling Read the following recommendations. Do you agree with them? Give reasons for your answer. Do you have anything to add? Tips for Getting People to Slow Down One of the biggest problems is speed. Native speakers, especially business people, tend to speak very quickly on the telephone. Here are some practical tips to get native speakers of English to slow down! Immediately ask the person to speak slowly. When taking note of a name or important information, repeat each piece of information as the person speaks. This is an especially effective tool. By repeating each important piece of information or each number or letter as the spell or give you a telephone number you automatically slow the speaker down. 22

23 Do not say you have understood if you have not. Ask the person to repeat until you have understood. Remember that the other person needs to make himself/herself understood and it is in his/her interest to make sure that you have understood. If you ask a person to explain more than twice they will usually slow down. If the person does not slow down begin speaking your own language! A sentence or two of another language spoken quickly will remind the person that they are fortunate because THEY do not need to speak a different language to communicate. Used carefully, this exercise in humbling the other speaker can be very effective. Just be sure to use it with colleagues and not with a boss! Answer the questions: 1. Do you have an experience of speaking English on the telephone? 2. What problems can be caused by speaking to native speakers? 3. What should you do for better understanding the caller? 4. Why is it useful to repeat each part of information? 5. Is it polite to tell the speaker you don t understand him more then twice? 6. Is it possible to speak your own language to a foreigner? When? 7. Do you find appropriate to slow down your boss? 8. What phrases would you use to slow a speaker down? 9. Should you ring off if the understanding is impossible? 10. Do you have your own ways of getting people to slow down? 6. Match these comments to their replies. 1. Sorry, could you spell that? a) Yes, it s Could I speak to Mrs Red, please? b) That s OK. I ll hold. 3. Could you take a message? c) I ll call back next week, then. 4. I m afraid the line s busy at the moment. d) Speaking. 5. I m sorry but he s away this week. e) Yes of course. I ll get a pen. 6. Could you repeat that? f) Yes, it s B-R-O-W-N. UNIT 1.3. BUSINESS PHONE ETIQUETTE TEXT While reading the text pay attention to the following words and think of their Ukrainian equivalents: abuse, wireless technology, exhaustive, traits, violation, hazard, neophyte, poseur 23

24 THE TEN COMMANDMENTS OF CELL PHONE ETIQUETTE There comes a time in any technological revolution when some basic guidelines need to be laid down. It happened when exploded on the scene and people started to learn some basic dos and don ts around the new medium. For example, if you copy the boss in on an message to a colleague, it means that you are through kidding around. No one teaches these things in company training; they are just things that get learned. There are some real abuses of wireless technology being perpetrated all around us, and the time has come to create some social order out of the cell phone chaos. This is by no means an exhaustive list simply because as the technology evolves, new annoying traits will surely emerge. But commandments usually come in tens, so think of this as the first Ten Commandments of cell phone etiquette, with amendments to follow: 1. Thou shalt not subject defenseless others to cell phone conversations. When people cannot escape the banality of your conversation, such as on the bus, in a cab, on a grounded airplane, or at the dinner table, you should spare them. People around you should have the option of not listening. If they don t, you shouldn t be babbling. 2. Thou shalt not set thy ringer to play La Cucaracha every time thy phone rings. Or Beethoven s Fifth, or the Bee Gees, or any other annoying melody. Is it not enough that phones go off every other second? Now we have to listen to synthesized nonsense? 3. Thou shalt turn thy cell phone off during public performances. This one needn t to be said, but the repeated violations of this heretofore unwritten law, compelled to include it. 4. Thou shalt not wear more than two wireless devices on thy belt. This hasn t become a big problem yet. But with plenty of techno-jockeys sporting pagers and phones, Batman-esque utility belts are sure to follow. Let s nip this one in the bud. 5. Thou shalt not dial while driving. In all seriousness, this madness has to stop. There are enough people in the world who have problems mastering vehicles and phones individually. Put them together and we have a serious health hazard on our hands. 6. Thou shalt not wear thy earpiece when thou are not on thy phone. This is not unlike being on the phone and carrying on another conversation with someone who is physically in your presence. No one knows if you are here or there. Very disturbing. 24

25 7. Thou shalt not speak louder on thy cell phone than thou would on any other phone. These things have incredibly sensitive microphones, and it s gotten to the point where I can tell if someone is calling me from a cell because of the way they are talking, not how it sounds. If your signal cuts out, speaking louder won t help, unless the person is actually within earshot. 8. Thou shalt not grow too attached to thy cell phone. For obvious reasons, a dependency on constant communication is not healthy. At work, go nuts. At home, give it a rest. 9. Thou shalt not attempt to impress with thy cell phone. Not only is using a cell phone no longer impressive in any way (unless it s one of those really cool new phones with the space age design), when it is used for that reason, said user can be immediately identified as a neophyte and a poseur. 10. Thou shalt not slam thy cell phone down on a restaurant table just in case it rings. This is not the Old West, and you are not a gunslinger sitting down to a game of poker in the saloon. Could you please be a little less conspicuous? If it rings, you ll hear it just as well if it s in your coat pocket or clipped on your belt. Well, so there you have it: the first 10 rules of using your cell phone. Most of these seem like common sense, but they all get broken every day. If you have suggestions for additions, welcome. Answer the questions: 1. What are the advantages and disadvantages of technological revolution? 2. Why should people work out dos and don ts of the new medium (e.g. Internet, cell phone)? 3. What is the cell phone etiquette appearance caused by? 4. Who teaches clerks and cell-phone etiquette? 5. Name the situations that need turning the cell phone off. 6. How many wireless devices are appropriate to wear at once? 7. Do you think that dependency on communication is usual for the nowadays young people? 8. How are the people using phones to impress the public? 9. Where should a cell phone be when you are in a restaurant? 10. Do you find the commandments quite appropriate for Ukraine? 25

26 EXERCISES 1. Comment each of the Commandments. What can you add to this list? 2. Choosing from the words given below, fill in the gaps: vibration, human, hands-free devices, relationship, users, deserve, undivided, private, etiquette, wireless, courtesy, technology Cell phone (1) is a growing need. The number of (2) around the world is increasing exponentially as we speak. Surprisingly, surveys indicate that people find annoying when other people speak on their mobile phones in public places but they consider themselves to use (3 while on the phone. These two statements contradict each other. Laws are becoming the Etiquette Police on the use of (4) phones. Now it is not allowed to use it while driving or in places like theatres, schools or meeting rooms. A phone conversation is distracting. For your own safety and the safety of others, do not speak on the cell phone while driving, not even with (5). Your full focus must be on the road, not split between your conversation and the road. Turn off your mobile phone while in the theatre, class room or meeting room. Everybody, say performer, attendant, or speaker, made an effort to be there and (6) the utmost respect, just like you do. Even if your ring tone is in (7) mode, when you answer the phone you distract everybody and it is really annoying. Keep your conversations (8). If you are at the restaurant and must take the call, excuse yourself and go outside to attend the call. Your business is only yours. When you are with someone, give this person your (9) attention and turn your cell phone off. There is nothing more annoying than being replaced by a phone call, even if it s just for few minutes. Basic courtesy. Do not use your cell phone to deal with delicate issues, like the break-up of a (10) or the news of a terminal illness. Use your judgement. Delicate issues should be dealt with personally. Bottom line: give everything and everybody the importance they have. Not because you have great (11) at your disposal you forget about the basics in (12) relations. Cell phones are there to serve us, not the other way around. 3. Circle the appropriate form of each verb. Dos and Don ts: 1. Take / Never take a personal mobile call during a business meeting. This includes interviews and meetings with co-workers or subordinates. 2. Maintain / don t maintain at least a 10-foot zone from anyone while talking. 26

27 3. Talk / Never talk in elevators, libraries, museums, restaurants, cemeteries, theatres, dentist or doctor waiting rooms, places of worship, auditoriums or other enclosed public spaces, such as hospital emergency rooms or buses. And have/don t have any emotional conversations in public ever. 4. Use / don t use loud and annoying ring tones that destroy concentration and eardrums. Grow up! 5. Multi-task / Never multi-task by making calls while shopping, banking, waiting in line or conducting other personal business. 6. Keep / don t keep all cellular congress brief and to the point. 7. Use / don t use an earpiece in high-traffic or noisy locations. That lets you hear the amplification, or how loud you sound at the other end, so you can modulate your voice. 8. Tell / don t tell callers when you re talking on a mobile, so they can anticipate distractions or disconnections. 9. Demand / don t demand quiet zones and phone-free areas at work and in public venues, like the quiet cars on the Amtrak Metroliner. 10. Inform / don t inform everyone in your mobile address book that you ve just adopted the new rules for mobile manners. Ask / don t ask them to do likewise. Please. TEXT While reading the text pay attention to the following words and think of their Ukrainian equivalents: short messaging service; common courtesy; backlash; miscues; to diminish; innocuous; stodgy superiors; lingo; conscientious; slumber Top 10 List of SMS Etiquette Text messaging is one of the simplest and most useful means of mobile communication. No one can doubt the popularity of text messaging and short messaging service (SMS) in particular. A text messaging grows in popularity, excitement over using new technology clashes head-on with common courtesy, not surprisingly giving rise to a mobile-phone manners backlash. So to help you avoid SMS miscues and text-message missteps, study the following guidelines. 1. Common courtesy still rules. Contrary to popular belief, composing an SMS while you re in a face-to-face conversation with someone is just about as rude as taking a voice call. 2. Remember that SMS is informal. SMS shouldn t be used for formal invitations or to dump your girlfriend or boyfriend. The casualness of SMS diminishes the strength and meaning of the message. 27

28 3. Don t get upset if you don t get a reply. Before you text someone and get frustrated at the lack of a response, be sure that they re familiar with how to use the service, and that their carrier will accept messages from yours. 4. Be aware of your tone. It is extremely difficult to discern tone in text messages, just as in . What seems to you to be a completely innocuous message may be grossly misinterpreted by the recipient, causing certain discomfort if not irreparable harm. 5. Don t SMS while you re driving. Talking on the phone is bad enough. You won t know what hit you or what you hit if you are pounding out a message on your keyboard. 6. Leave the slang to the kids. Don t expect your stodgy superiors at work to be hip to the lingo of the SMS streets. And don t expect to win points with your kids by trying to be cool, either. 7. Remember that SMS can be traced. Anonymous messages if you must send them -are still best sent from Web sites. 8. Be conscientious of others schedules. Don t assume that because you are awake, working, not busy, or sober that the person you re texting is as well. Many a pleasant slumber have been interrupted by recurring beep-beep...beep-beeps of messages. 9. If it s immediate, make a voice call. If you can t get through and your text message is ignored, there s probably a good reason. There are still some times when people don t even have a thumb free to respond. 10. Remember that your phone does have an off button. There are very, very few things in the world that absolutely cannot wait. 4. Use the phrases given below to complete the conversation. A I d like to arrange an appointment. B I m afraid he s in a meeting. C would next Wednesday be okay? D I ll just look in the diary. E So shall we say 4.15 next Wednesday. F I could make it. G can I speak to Brian Hibberd, please? H when s convenient for you? Michelle: Mr Hibberd s office! Peter: Hello, 1)? Michelle: 2) until lunchtime. Can I take a message? Peter: Well, 3) to see him, please. It s Peter Jefferson here. Michelle: Could you hold on for a minute, Mr Jefferson. 4). So 5)? 28

29 Peter: Some time next week if possible. I gather he s away the following week. Michelle: Yes, that s right, he s on holiday for a fortnight. Peter: Well, I need to see him before he goes away. So 6)? Michelle: Wednesday. Let me see. He s out of the office all morning. But he s free in the afternoon, after about three. Peter: Three o clock is difficult. But 7) after four. Michelle: 8), in Mr Hibberd s office? Peter: Yes, that sounds fine. Thanks very much. Michelle: Okay, then. Bye. 5. The lines in the following telephone conversation are in the wrong order. Rearrange them. 1. Well, I d like to go first class, but unfortunately I ll have to go economy company rules, you see. 2. Ah, it s just me. 3. Ah yes, hello. I d like to enquire about flights to Hong Kong from Kennedy Airport in New York, please. I m off to a conference at the end of the month Thursday 22nd until Tuesday 27th. Could you tell me about the flight availability and prices? 4. Okay, so that s one seat economy New York Kennedy to Hong Kong Airport. 5. Let me see to qualify for the discount rate, you need to stay over a Saturday, which you are doing Yes, that ll be $ No, tax is another $70 on top of that. 7. Hello! Dolores speaking 8. Okay. Can I book that, then? 9. Yes, sure, I understand. How many of you will be travelling? 10. And how much will that be? 11. Certainly. 12. Right, and does that include airport tax? 13. Certainly. Do you want to go economy, business or first class? 6. Choose the best response to complete each mini-dialog. 1. My name is Frick. a) Sorry, I don t quite follow you; b) Sorry, I didn t quite catch that; c) Could you spell that, please? Yes, it s F-R-I-C-K. 29

30 2. We met at the Paris Trade Fair. a) Could you explain what you mean, please? b) Sorry, I don t quite follow you; c) Excuse me, I didn t quite catch that. I said we met at the Paris Trade Fair. 3. We are manufacturers of environment-friendly appliances. a) What exactly do you mean by environment-friendly? b) Did you say environment-friendly? c) Sorry, I don t quite follow you. Well, research has shown that our products do not damage the ozone layer. 4. So, I plan to visit London late in May. a) Did you say 7 th May? b) I didn t quite catch that; c) What do you mean exactly? No, I said late in May I ll be staying at the Hotel Three Starks. a) What do you mean exactly? b) I didn t quite catch that; c) Sorry, I don t quite follow you. I ll be at the Hotel Three Starks. TEXT While reading the text pay attention to the following words and think of their Ukrainian equivalents: favourably; seek; essential; solely; encourage; rapport The 7 P s of Business Phone Etiquette Etiquette is in essence about proper conduct and presenting yourself favourably. Demonstrating good etiquette is important if one seeks to be successful. An area in which this is essential is the business phone call. Millions of business phone calls are made every hour and day. Business people that interact solely over the phone yet never meet still form strong opinions of one another. Practising good business phone etiquette helps encourage clear lines of communication, build rapport and avoid misunderstandings. Most of us can recollect a phone call that left us feeling frustrated or irritated. How much of this could have been attributed to poor phone etiquette? Here we explore a few simple examples of areas within business phone etiquette that should be employed when making or receiving calls.

31 7. Put each of the P s in its proper place. privacy, pass on information, patient, purpose, professionalism, particularise, preparation. All successful business interaction needs (1). The phone call is no exception. It is important to know who you are calling, the most convenient time to do so, the reason for your call and what you can do for them. Be structured, short and sharp. If the caller is not known to the receiver it is important that the (2) of the call and the caller s credentials are established immediately. A simple introduction followed by a sentence or two not only shows good phone etiquette but allows the receiver to set the forthcoming information within a context. (3) your intention behind the call. Do not assume the receiver understands why you are calling them and what you expect of them. Expand upon information and specify the purpose of the call. (4) that the receiver will understand, appreciate and find useful. Waffling and speaking generically will lose attention and generally reflect poorly on the caller. Good business phone etiquette demands (5) at all times. When speaking to someone you do not know avoid informal speech or personal questions. Once a relationship has been built it is considered polite to enquire about weekends, children or other non-sensitive personal matters. (6) and security around furtive issues must always be borne in mind on the phone. If it is imperative that sensitive discussions take place over the phone, business etiquette requires that you confirm with the receiver whether this is appropriate. Be (7). Demonstrating good business etiquette relies on your staying calm, cool and collected under pressure or when facing a testing situation. Your ability to stay patient earns respect and avoids rash actions or decisions. Although there is much more to business phone etiquette than the above 7 P s you will find they can go a long way in contributing to an improved understanding of how to use the phone effectively in the business world. TAKE A QUIZ Choose the correct word to complete the sentence. 1. You have the wrong number. A. should B. would C. must D. can 31

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