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:

 

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).

• 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. Read 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.

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.

Making an Appointment

Secretary: Two-four-nine; double eight-double two.

Mr. Ivanov: Iwould like to make an appointment with Mr. Jeffries. This is Mr. Ivanov speaking.

Secretary: Oh, yes, Mr. Ivanov. Good morning. I'll get his schedule. Are you there?

Mr. Ivanov: Yes.

Secretary: When would you like to come, Mr. Ivanov?

Mr. Ivanov: Tomorrow, if possible.

Secretary: I’m afraid he's tied up tomorrow. Is it urgent? If it is, perhaps we could fit you in somewhere.

Mr. Ivanov: No, it isn't that urgent. Is the day after tomorrow possible?

Secretary: What time would you like to come?

Mr. Ivanov: As late as possible in the afternoon.

Secretary: I’m sorry, that afternoon's full too. How is Friday afternoon at five?

Mr. Ivanov: Yes, that^’s perfect, thank you. Good-bye.

Making an Appointment with a Secretary

Mr. Petrov: Hello. May I speak to Mr. Ward, please?

Mr. Ward: Speaking. Who is it, please?

Mr. Petrov: Good morning, Mr. Ward. This is Petrov, Mr. Gromov's assistant. Mr. Gromov had to fly to Chicago on urgent business last night. He could not see you personally and so he asked me to get in touch with you instead and settle the matter you discussed.

Mr. Ward: Sure, Mr. Petrov. I’ll tell you what. Could you come over to my office, say, about 4 o'clock?

Mr. Petrov: Yes, that's fine for me, Mr. Ward. I'll be there.

Mr. Ward: O.K., I'll be expecting you.

Appointment with a Doctor

Mr. Nikolaev: Isthat Dr. Morton's office?

Secretary: Yes, sir.

Mr. Nikolaev: This is Nikolaev speaking. Could I have an appointment with the doctor in the middle of next week, please?

Secretary: Just a minute, sir I’ll check his schedule. Will Wednesday be all right?

Mr. Nikolaev: Yes, ifs fine. What time, please?

Secretary: Wednesday, at 6 p.m.

Mr. Nikolaev: Thank you. Good-bye.

Secretary: Thank you, sir. Good-bye.

3. What would you say in reply to these remarks?

1. This is Mr. Slow speaking. I would like to make an appointment with Mr. Gorelov. 2. I’m afraid I’ll be tied up tomorrow. Could you suggest an alternative date? 3. There's something I'd like to talk to you about. When can we meet? 4. I’m afraid we cannot fit you in today but we could recommend you another dentist. 5. This is Mr. Fray's secretary. I’m calling to confirm your appointment with Mr. Fray for tomorrow, at 10 a.m. 6. I’m calling to let you know that Mr. Bell will not be able to keep the appointment. He is away from London and won't be back until after Wednesday. We are sorry about this.

4. In what situations would you say the following?

1. Sorry, we cannot fit you in today. 2. Let me consult my schedule. 3. Could you give me an alternative date? 4. I'm afraid Mr. Petrov will not be able to keep the appointment. 5. Could I make an appointment with the dentist? 6. I can give you a lift afterwards. 7. We've made an appointment for Wednesday tentatively. 8. I'm calling to confirm your appointment with my colleagues. 9. We're looking forward to seeing you next Sunday. 10. I'd like to report the fault of my phone. 11. The line is completely dead