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Практичне заняття № 4. Telephone Etiquette. Making an Appointment
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Практичне заняття № 4
Тема: Ділова телефонна розмова. Домовленість про зустріч.
Питання:
1. Are there any differences between formal and informal telephone conversations?
2. What are the main rules of a business call?
3. What business call manners do you know?
4. How do you usually make an appointment?
Завдання:
1. Підготуватись до словникового диктанту.
2. Вивчити правила ділового телефонного етикету, навчитись призначати ділову зустріч.
Список літератури:
1. Business English. Бизнес-курс английского языка / Под ред. Е. И. Кобзарь, Н. А. Лешнёвой. – Харьков: Парус, 2007. – 152 с.
2. Буданов С. І., Борисова А. О. Business English. Ділова англійська мова. 2-ге вид. – Харків: ТОРСІНГ ПЛЮС, 2006. – 128 с.
3. Шевелева С. А. Деловой английский. Ускоренный курс: Учебник. – М.: ЮНИТИ, 2000. – 438 с.
1. Read and discuss the text, using the topical words
Topical words
to dial набирати номер
to ring/ to call smb up дзвонити по телефону
long distance/ international call міжнародна розмова
to call back передзвонювати
schedule розклад
May/ Can I speak to… Можна мені поговорити з …
Any message? Щось передати?
The line is busy / engaged Лінія зайнята
Don’t hang up. Hold on. Не кладіть трубку
You are wanted on the phone Вас до телефону
You have the wrong number Ви помилились номером
Can you put me through? Чи можете ви мене з’єднати?
Telephone Etiquette
Everybody has tough days. Before picking up the telephone, smile. It will help a voice sound pleasant even if not feeling pleasant. Here are some tips:
• Be kind, polite, direct, enthusiastic, and speak with a strong voice.
• Try to find a quiet room where there is no background noise (i. e. television, radio).
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• Do not yell at children or talk to others in the room while on the telephone.
• Do not eat, drink, or chew gum while talking on the telephone.
• Always have paper and pen by the telephone as well as resume, references, work history, questions.
• Make sure the other people in household are prepared to take messages.
• Do not let children answer the telephone.
• Never put an employer on hold to answer call.
• When a person in household answers the telephone, tell them not to ask who it is before they say if applicant is home.
• If asleep when an employer calls, whoever answers the telephone should be instructed to wake the applicant immediately, especially if an employer is calling during the late morning or afternoon hours.
• Make sure the telephone is answered by saying, " Hello", NOT " Speak" or " Yeah"
• When answering the telephone and the caller says, " Is__________ home? " DO NOT respond with: " Yes". This is confusing to the caller. Instead, answer by saying, " This is he/she" or " Speaking".
An answering machine/voice mail is used to take calls when an individual is out. If the individual does not have an answering machine, purchase one NOW so that calls from potential employers are not missed. If the individual has an answering machine, now is the time to update the " unusual" or " unique" greeting. Ask: " What will the future employer think of my message and how that message represents me? " Some tips:
Do:
· Make sure message is polite, direct, and businesslike.
· Make sure message can be understood clearly.
· EXAMPLE: " Hello, this is (phone number). I am sorry I am not available to take your call right now. Please leave your name, telephone number, a brief message, and the best time to reach you. I will get back to you as soon as possible".
· Return telephone calls promptly
Do Not:
· Make crude comments or mention social references in message (i. e. I'm unable to answer my phone because I'm out partying).
· Have music playing in the background.
· Let children record the greeting.
· Use multiple people when recording the greeting.
· Preach.
When leaving a message for someone to return telephone call, try to have the correct pronunciation of their name and make sure the following is clearly stated:
· Name
· Telephone number
· Message
· The best time to call back
· Name once again
· Telephone number once again
· Then hang up gently
2. Work in pairs. Practice the telephone conversation, using the expressions you have learnt.
3. Read and discuss the telephone conversation. Write out the unknown words.
Making an Appointment
Techmachimport has done a lot of business with Goodman & Co. for the last four years. Before Mr. Protsenko went to London, he and his experts had gone through he latest catalogues of the firm. They found that compressors Model AC-30 could meet the requirements of their customers. When Mr. Protsenko arrived in London, he phoned the Ukrainian Trade Delegation and asked Mr. Zotov to make an appointment with Mr. Lipman of Goodman & Company.
Zotov: Ukrainian Trade Delegation here. Good morning.
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Secretary: Good morning.
Zotov: I wonder if Mr. Lipman is available.
Secretary: Yes, he is. Hold on, please. I'll put you through.
Lipman: Lipman is speaking.
Zotov: Good morning, Mr. Lipman. Zotov’s speaking. I'm glad I've got you on the phone. I hope you are well.
Lipman: Yes, thank you. And how are you getting on?
Zotov: Quite all right, thank you. The fact is Mr. Protsenko, President of Techmachimport has come to London today. He'd like to talk to you.
Lipman: I'll be glad to see Mr. Protsenko. We haven't met since my last visit to Kyiv. I wonder if he will be able to come and see me this afternoon.
Zotov: I'm afraid this time won't be quite convenient to him. Could you give an alternative date, please?
Lipman: Yes, certainly. Tomorrow morning then.
Zotov: Very good. I'll pass it on to Mr. Protsenko. Good-bye.
Lipman: Good-bye.
4. Read the dialogues; learn one of them by heart.
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