Text 1. Telephone conversation in business

Unit 5. Telephone conversation

Telephone is the quickest way of communication. It is most used under pressure of time within the country or between different countries. Quick development of technologies brought cellular (cell) phones to the market. Cellular phone systems enable businessmen to conduct business by phone from everywhere. Businesspeople are able to do all kinds of over the phone. They are able to receive information and messages. They can make and confirm appointments. Managers can phone in orders and dictate work to their offices. Some phones make it possible to access computer data and Internet. Mobile phones can be used in cars, airports and other public places. Mobile communication makes it possible for businesspeople to use the time more productively and be always in touch.

Making telephone calls is not always easy – especially if don’t know the person on the other end of the line very well. In all cases- answering or making a phone call people should be tactful, efficient, helpful and very polite.

There are some rules of conducting the telephone conversation in English. First you should identify yourself, request your correspondent and explain the purpose of you call. At the end of conversation don’t forget about thanks and final greeting. Some set expressions can be used for these purposes. When secretary answers the phone, he says: “What can I do for you?”, you ask:”Can I speak to Mr. Ivanov, please?” To introduce yourself you can say: “This is Mr. Brown speaking”. If the person you need is in, she says: “Wait a minute/ Hold on, please. I’m putting you through. Go ahead”. If the person you need is out, she says: “I’m afraid, Mr. Ivanov is not available at the moment.” You can say in reply: “Could you leave a message?” or “Can you ask him to phone me back?”

Active vocabulary:

Way of communication- способ общения

To be used under pressure of time- использоваться ввиду отсутствия времени

To conduct business by phone- вести дела по телефону

Make and confirm appointments- делать и подтверждать назначения

To use the time more productively – использовать время более продуктивно

To be in touch- быть в пределах досягаемости, быть в курсе

To identify yourself – представиться (по телефону)

I’m putting you through- соединяю

To be not available at the moment – в данный момент отсутствует

To phone smb. back- перезвонить

Task I. Answer the questions:

1. Is the telephone conversation suitable when you are under pressure of time?

2. Why cellular phones become so popular among businesspeople?

3. Is it possible to access internet and conduct business using phones?

4. Is it necessary to use set expressions while having business conversation by phones?

5. Should you be tactful and efficient on the phone?

6. What are the main advantages and disadvantages of business communication by phone?

Task II. Are the sentences true or false? Correct the false statements:

1. Telephone is the most inconvenient way of communication.

2. Quick development of technologies makes possible to conduct business by phone from everywhere.

3. You cannot make and confirm appointments and phone in orders and dictate work to their offices.

4. Mobile phones are forbidden to use in public places.

5. It is good that the person doesn’t see you on the other end of the phone line.

6. There are no rules of conducting the telephone conversation.

7. Don’t forget to thank the person you speak to and final greeting at the end of conversation.

8. When the secretary answers the phone, she says: “What do you want!”

Task III. Study these words and word-combinations and make the exercise below:

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