Read the text and discuss it

People engaged in trade with foreign countries have to use various means of communication: 1) telephone conversations, 2) personal contracts (meetings, business talks), 3) letters, 4) telexes, 5) telegrams (cables), 6) telecopies.

Telephone is the quickest way of communication and is most frequently used under pressure of time, also within the country, say, between the Trade Delegation and various companies (trading, shipping and others). It is used, as a rule, to get or pass on information, but, for example in shipping business, chartering negotiations are very often carried out over the phone. Important telephone conversations, e.g. concerning prices, terms of payment or claims are to be confirmed by letter with the appropriate signatures to provide legal evidence of the deal (the agreement) achieved.

To save time in the opening and closing of telephone conversations set phrases are quite common.

How do you make a call? If you are unsure of your correspondent’s number, you may need to call the directory enquires and if you are phoning a company, you may need its extension number. Then you pick up the receiver and dial the number. If the number is not engaged, we get through straightaway and if it’s a good line, we can have a clear, easy conversation with people even on the other side of the world.

If the person you want to speak to isn’t there, you can always call back later although more and more people these days have an answer phone.

Dramatize the dialogue:

· Operator: Hello, Frank and Brothers. How can I help you?

· Peter: This is Peter Jackson. Can I have extension 3421?

· Operator: Certainly, hold on a minute, I'll put you through...

· Frank: Bob Peterson's office, Frank speaking.

· Peter: This is Peter Jackson calling, is Bob in?

· Frank: I'm afraid he's out at the moment. Can I take a message?

· Peter: Yes. Could you ask him to call me at 407 765 87. I need to talk to him about the new production line, it's urgent.

· Frank: Could you repeat the number please?

· Peter: Yes, that’s 407 765 87, and this is Peter Jackson.

· Frank: Thank you Mr Jackson, I'll make sure Bob gets this asap.

· Peter: Thanks, bye.

· Frank: Bye.

As you can see, the language is rather informal and there are some important differences to everyday English. Look at the chart below for key language and phrases used in telephone English:

Introducing yourself This is Ken. Ken speaking.	Asking who is on the telephone Excuse me, who is this? Can I ask who is calling, please?
Asking for Someone Can I have extension 321? (extensions are internal numbers at a company) Could I speak to...? (Can I - more informal / May I - more formal) Is Jack in? (informal idiom meaning: Is Jack in the office?	Connecting Someone I'll put you through (put through - phrasal verb meaning 'connect') Can you hold the line? Can you hold on a moment?
How to reply when someone is not available I'm afraid... is not available at the moment The line is busy... (when the extension requested is being used) Mr Jackson isn't in... Mr Jackson is out at the moment...	Taking a Message Could (Can, May) I take a message? Could (Can, May) I tell him who is calling? Would you like to leave a message?

Assignments

I. Fill in the blanks with the expressions given to the right:

‘The Engineering Co. Can ……? ‘Could … Mr Brown, please?’ ‘Trying to …’ ‘Hello, are …..?’ ‘Yes’ ‘I’m sorry,….’ ‘Thank you/ Goodbye’/ ‘…’

put you through there’s no reply goodbye I help you you there I speak to

II. Phone Mr Smth. When you hear the voice of the switch board operator, try to answer using the dialogue in Ex.I. Then do it yourself.

III. Fill in the blanks with the expressions given to the right. Study the dialogue.

‘Hello, Mr Green’s secretary. What…?’ ‘Could ….?” “Who…?’ ‘This is Mr Klimenko from Ukrexport’’ ‘Just…! Sorry… Can you hold on?’ ‘Yes, …’ ‘Hello, you can…’ ‘Thank you’.

the line is engaged a minute, please can I do for you is calling, please you put me through to Mr Green, please go ahead now hold on

IV. Fill in the blanks with the expressions given to the right.

‘Hello, Mr Byrd’s office. Can …?’ ‘I’d like …’ ‘I’m sorry, Mr Byrd…’ ‘When…? ‘I think in a couple of hours. ‘Can I…?’ ‘Yes, please’ ‘Could you … and ask him… He knows my telephone number.’ ‘…Goodbye’ ‘Thank you. Goodbye’.

leave a message for him is not in the office at the moment certainly to speak to Mr Bird, please to phone me back I help you will he be back tell him Mr Petrov phoned

V. Call Mr Brown from “Bell &Co”. Ask to put you through. As the line is engaged, tell the secretary that you will wait.

VI. You are calling your partner, but he is not in. Ask the secretary to tell him that you called. Give her your telephone number.

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 Beare (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...

3. 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...

5. Finish - - - - Thanks a lot, bye. / I'll talk to you later, bye.

Here's an example of the 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 signal..... (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 football match on Friday. Could you call me back? You can reach me at 367-8925 until five this afternoon. I'll talk to you later, bye.

VII. Role play situations:

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