Useful language

TELEPHONING

UNIT 3

Exercise 27 Discuss the questions to the text.

1. What is corporate culture? 2. What is meant by ‘strong’ corporate culture? 3. How do corporate culture and success interrelated? 4. What is the cornerstone of corporate culture? 5. Why is it important to understand the culture of your organization? 6. How do the Xerox culture and the General Electric culture differ? 7. Why do people sometimes seem to fail in new work? 8. Which aspects of organization does culture affect?

Exercise 28 a) What, in your opinion, are the shared values behind the following businesses?

McDonalds, Sony, Rolls-Royce, The Walt Disney Company, Christian Dior, IBM.

b) Have you ever been in a situation where your personal culture didn't match the culture of an organisation/group you belonged to? Describe your experience.

Exercise 29 Here is a list of words and expressions connected with work. Use your dictionary and divide them into the following categories:

· departments in a company

· hours of work

· money

· losing a job

· applying for a job

· adjectives describing different jobs.

Sales, a 9 to 5 job, personnel, accounts, references, a salary, a wage, advertising, out of work, rate of unemployment, to do overtime, to go for an interview, to get a bonus, manual, to make someone redundant, a 7% pay rise, an hourly rate, mundane, to earn $10 p.a., skilled, to sack an employee, to work in shifts, to work flexi time, challenging, to get a commission, to fill in an application form, to get a promotion, flexible.

Words to remember:

at the most – саме більше

be available – бути на місті (не бути на місті); ant unavailable

be away – бути відсутнім

beg one’s pardon – просити вибачення

be helpful – допомогти

be in – знаходитися, бути вдома, на місці

be in touch – зв’язуватись, знаходитись у контакті

be on another line – розмовляти по іншій лінії

call back – передзвонити

catch – піймати, уловити зміст, зрозуміти

collect call – сплачений телефонний дзвінок

extension – додатковий номер

hang up – покласти слухавку, припинити телефонну розмову

hold on – очікувати (часто біля телефону); розм. hang on

leave a message – залишити повідомлення

put through – з’єднувати (по телефону)

receive a phone call – прийняти телефонний виклик

Shoot! – сл. Давай!

speak up – говорити чітко та голосно

take a message – прийняти повідомлення

urgent – терміновий, невідкладний

Introducing yourself Hello, this is... from.... Good morning, my name’s.... I’m calling from.... Saying who you want I’d like to speak to..., please. Could I have the... Department, please? Is Mr Smith available? Could you put me through to the HR department? Could you tell me what time the Managing Director will be available? Could you tell me who is in charge of invoicing? Could you transfer me to extension 34, please? I’m afraid we don’t have anybody here by that name. He’s not at this number any longer. His new number is 122078. Sorry, I think you’ve got the wrong number. Would you like to speak to somebody else? Transferring a call I’ll check if he’s in. Just a moment please, I’ll put you through (I’ll transfer you) to Mr Smith. Just connecting you now. Availability He should be available after two o’clock (before the meeting, at half past one, in an hour, tomorrow morning). He’ll be at the office on the 23^rd. He’ll be free at two thirty. Saying someone is not available Sorry, he’s away (not in, at the meeting, out of town / in Milan). I’m afraid Mr Smith is not available right now (unavailable at the moment). I’m sorry, there’s no reply. Leaving and taking messages Could I leave him/her a message? Please ask him/her to call me at... Would you like to leave a message? If you give me your number I’ll ask him/her to call you later.

Answering service This is company A’s automatic answering service. Our office is closed for the holidays (between Christmas and New Year, until July 15^th). We will be open for business from January 2^nd. If you would like to leave a message press 1. Please state your name, telephone number and the reason for you call and we will get back to you as soon as possible. We apologize for any inconvenience. Thank you for calling and have a nice day. Offering to help in other ways Can anyone else help you? Would you like to speak to his assistant? Shall I ask him to call you back? Asking for repetition Excuse me / Sorry, I didn’t catch (your name, your number, your company name). Excuse me / Sorry, could you repeat your (name, number, etc.). Could you spell (that, your name), please. Acknowledging repetition Okay, I’ve got that now. I see, thank you. Setting up appointments Could we meet some time next month? When would be a good time? Would Thursday at 5 o’clock be good for you? What about July 21st? Changing appointments We have an appointment for next month, but... I’m afraid I can’t come on that day. Could we re-schedule it? Confirming information Can I check that? You said... Can you / Can I confirm that by fax? Ending a call O.K. I think that’s all. Thanks very much for your help. Please call if you need anything else. I look forward to... seeing you / your call / your letter / your fax / our meeting.

Exercise 1 Role play two phone conversations. What are they about?

Phone conversation # 1

Mr. Jackson: Good morning, Sales Department of the L.L Bean company.

Brenda Dyer: Good morning, my name isBrendaDyer. I’m calling fromGMC in Detroit, Michigan. Could I speak to Mr. Jackson, please?

Mr.J.: Speaking. Good morning, Miss Dyer. What can I do for you?

B.D.: My colleague Joan Smith wrote to you recently and we received your sales material.We’re interested in order­ing some T-shirtsto give away as Christmas gifts to our customers.We understand we can create our own de­sign. Is that right?

Mr.J.: Yes, that’s right. You send us a deposit and we produce a proof garment from your design.

B.D.: We are a little anxious about the delivery times.You see, we need the goods by mid-November at the latest.

Mr.J.: Yes, I see. Well, if you send your order off now, you should receive our proof garment in two weeks.

B.D.:Two weeks?

Mr.J.: Well, we could make it one week if you write a note saying it’s urgent.

B.D.: Good.

Mr.J.: Then if you send us the order, we can send you the in­voice immediately.

B.D.: If we fax you a copy of our banker’s order, would you accept that or do you wait until the money is credited to your account?

Mr.J.: I’m afraid we have to wait until we receive the money. But it usually takes two or three days at the most.

B.D.: Thank you very much indeed,Mr. Jackson. You’ve been most helpful.

Phone conversation # 2

Secretary: Hello.

Mr. Headington: Is this ‘Bendon & Brothers’?

S.: Yes, who’s speaking?

Mr. H.: My name is Alan Headington from ‘Mennings Constructions’. I’d like to find out about the progress of our issue.

S.: Oh, Mr. Herrington...

Mr. H.: No, Headington, as in ‘head’.

S.: So what was it, Mr. Headington?

Mr. H.: Well, the contract, of course! I called you the day before yesterday.

S.: Ah, the contract... I don’t have any info on that from our main office yet. Perhaps they’re still working on it.

Mr. H.: Do you think they’ll be ready before this week­end?

S.: Maybe, I don’t really know. Call us tomorrow. No, better on Friday morning, Okay?

Mr. H.: I’m not sure my boss will be pleased with this at­titude, Mam.

S.: Well, l don’t think I can help you in that, I’m afraid. Bye-bye...

Taking and leaving messages When you are taking a message, put it on a message pad. When there is nobody in the office you are calling, an answering machine is a good device to leave your message. Here are some hints on using this machine: - Speak after the tone in the recorded answering machine’s voice; - Speak slowly, clearly and use simple language; - Spell your name when introducing yourself; - Leave your phone number with full area (country) code; - Make your message short and informative.

Дата добавления: 2014-12-23