Практичне заняття № 11-12

Тема: Ділова телефонна розмова. Домовленість про зустріч. Телефонний етикет

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. 

1. Learn the words and word expressions:

Vocabulary

1.    Telephone

e.g. May I use your telephone?

Are you on the telephone?

He is speaking over the

telephone now.

The telephone is quite dead.

I can’t get him on the phone.

Телефон

Дозвольте подзвонити по вашому
телефону

У вас є телефон

Він зараз розмовляє по телефону

 

Телефон не працює

Я не можу додзвонитися до нього

2.    To telephone (to phone) smb., smth.

Syn. To ring smb.up; to call

smb.up; to call smb., to buzz

smb. (Am. colloq.)

Дзвонити по телефону комусь, кудись

3.    Call

e.g. There’s a call for you.

I’ll answer the call
(I’ll answer the telephone

Телефонний виклик, дзвінок

Вам дзвонять.

Я підійду до телефону.

4.    To make a call

e.g. Where can I make a call?

Syn. To give a call; to give a

ring, to give a buzz (Am. colloq.)

дзвонити по телефону

Звідки можна подзвонити?

5.    Receiver

to lift the receiver Syn. To take up the receiver, to pick up the

receiver

телефонна трубка

підіймати телефонну трубку

6.    To replace the receiver

Syn. To hung up, to ring off

покласти телефонну трубку, скінчити розмову

7.    Dial

телефонний диск.

8.    To dial (dialled (Br.), dialed (Am.)

e.g. I have dialled the number twice but there is no reply

набрати (номер)


Я набрав номер двічі, але ніхто не відповідає

9.    Dialing tone

довгий гудок, що позначає, що можна набрати номер

10.To listen to dialing tone

чекати на гудок

11.Ringing tone

короткі гудки, що позначають, що лінія вільна, чекайте на відповідь

12.The line is free

Ant. The line is engaged

(Br.), the line is busy (Am.)

номер не зайнятий

ант. номер зайнятий

13.Engaged tone

часті гудки, що позначають, що лінія зайнята

14.Number unobtainable tone

гудок, відсутність зв’язку

15.A series of rapid pips

серія частих сигналів

16.Coin-box telephone

Syn. Telephone booth, box phone

телефон-автомат

17.Extension phone

паралельний телефон

18.Extension

додатковий номер

19.Switchboard

комутатор

20.Trunk-call

Syn. Long-distance call (Am.)

міжміський телефонний виклик

22.Subscriber

абонент

23.Subscriber Trunk Dialing

e.g.This city is not on STD

міжміський автоматичний телефонний зв’язок

з цим містом немає автоматичного телефонного зв’язку

24.Telephone Directory

Syn. Telephone Book

телефонний довідник

25.To pause

затримуватись, робити паузу

26.Digit

цифра

27.Private exchange

комутатор (фірми, установи)

28.To clear

Syn. disconnect

роз’єднувати (абонентів)

29.Recorded announcement

записане на плівку повідомлення або об’ява

30.Caller

особа, що телефонує

31.International Subscriber Dialing

Міжнародний автоматичний телефонний зв’язок

32.To connect (Am.)

Syn. To put a call through (Br.)

e.g. I’m putting your call through

з’єднувати (абонентів)

 

Я з’єдную вас

33.To hold on

не класти трубку, чекати

34.To make a call through the operator

подзвонити через телефоністку

35.ADC=advice duration and charge

повідомте тривалість та вартість розмови

36.Personal call (Br.)

Syn. Person-to-person call (Am.)

розмова по телефону, замовлена на певну особу

37.Station-to-station call

телефонна розмова, замовлена на номер абонента

38.Transferred-charge call

Syn. Collect call

телефонна розмова за рахунок того, кого викликають

39.Charge

плата (за телефонну розмову)

40.Alphabetical directory

алфавітний довідник

41.Fire department (Am.)

Syn. Fire brigade (Br.)

пожежна команда

42.Ambulance

швидка допомога

43.Telephone repair service

бюро ремонту телефонів

 

 

Telephone Language

Answering the phone
  • Hello? (informal)
  • Thank you for calling Boyz Autobody. Jody speaking. How can I help you?
  • Doctor's office.

Introducing yourself
  • Hey George. It's Lisa calling. (informal)
  • Hello, this is Julie Madison calling.
  • Hi, it's Gerry from the dentist's office here.
  • This is she.*
  • Speaking.*

*The person answering says this if the caller does not recognize their voice.

Asking to speak with someone
  • Is Fred in? (informal)
  • Is Jackson there, please? (informal)
  • Can I talk to your sister? (informal)
  • May I speak with Mr. Green, please?
  • Would the doctor be in/available?

Connecting someone
  • Just a sec. I'll get him. (informal)
  • Hang on one second. (informal)
  • Please hold and I'll put you through to his office.
  • One moment please.
  • All of our operators are busy at this time. Please hold for the next available person.

Making special requests
  • Could you please repeat that?
  • Would you mind spelling that for me?
  • Could you speak up a little please?  
  • Can you speak a little slower please My English isn't very strong.
  • Can you call me back? I think we have a bad connection.
  • Can you please hold for a minute? I have another call.

Taking a message for someone
  • Sammy's not in. Who's this? (informal)
  • I'm sorry, Lisa's not here at the moment. Can I ask who's calling?
  • I'm afraid he's stepped out. Would you like to leave a message?
  • He's on lunch right now. Who's calling please?
  • He's busy right now. Can you call again later?
  • I'll let him know you called.
  • I'll make sure she gets the message.

Leaving a message with someone
  • Yes, can you tell him his wife called, please.
  • No, that's okay, I'll call back later.
  • Yes, it's James from CompInc. here. When do you expect her back in the office?
  • Thanks, could you ask him to call Brian when he gets in?
  • Do you have a pen handy. I don't think he has my number.
  • Thanks. My number is 222-3456, extension 12.

Confirming information
  • Okay, I've got it all down.
  • Let me repeat that just to make sure.
  • Did you say 555 Charles St.?
  • You said your name was John, right?
  • I'll make sure he gets the message.

Listening to an answering machine
  • Hello. You've reached 222-6789. Please leave a detailed message after the beep. Thank you.
  • Hi, this is Elizabeth. I'm sorry I'm not available to take your call at this time. Leave me a message and I'll get back to you as soon as I can.
  • Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm, Monday-Friday. Please call back during these hours, or leave a message after the tone. If this is an emergency please call the hospital at 333-7896.

Leaving a message on an answering machine
  • Hey Mikako. It's Yuka. Call me! (informal)
  • Hello, this is Ricardo calling for Luke. Could you please return my call as soon as possible. My number is 334-5689. Thank you.
  • Hello Maxwell. This is Marina from the doctor's office calling. I just wanted to let you know that you're due for a check-up this month. Please give us a ring/buzz whenever it's convenient.

Finishing a conversation
  • Well, I guess I better get going. Talk to you soon.
  • Thanks for calling. Bye for now.
  • I have to let you go now.
  • I have another call coming through. I better run.
  • I'm afraid that's my other line.
  • I'll talk to you again soon. Bye.

 

2. Read and discuss the text and telephone conversations

 

Telephone conversations

 

Having telephone conversations in a second language can be very stressful. If you don’t know what to say, it is very common to feel nervous in any conversation. This is true even when speaking in your native tongue. One of the main reasons people get nervous is because they aren’t prepared and know they might make mistakes during the conversation.

To improve confidence on the phone you must learn what to say. The first thing you should do to improve your telephone communication ability is to start out small by learning simple vocabulary and phrases. Start by knowing different greetings. It is so easy when learning English to try to do too much too soon and then get frustrated with not being able to speak as you had imagined. You have to start small, gradually developing skills and slowly working up to something more difficult.

Relax and enjoy yourself as well. Everyone knows learning a language can be frustrating! Don’t worry if you make mistakes. Native speakers of English understand that you won’t say everything the exact same way that they would. You shouldn’t feel that you can’t make any mistakes, no one expects you to be perfect. .

Here are a few Telephone Conversations. Read the conversations so that you will become familiar with the typical words frequently used in telephone conversations.

 

 

Conversation 1

Розмова 1

ABC Electronics. May I help you?

ABC Electronics. Чим можу Вам допомогти?

Hello, may I speak to Mr. Kelly, please? This is Hanna Sereda calling.

Добрий день, можу я порозмовляти  з Паном Келлі, будь ласка? Це Ганна Середа дзвонить.

Hello, I would like to speak to Mr. Kelly, please. My name is Hanna Sereda.

Здрастуйте, я хотіла б порозмовляти з Паном  Келлі, будь ласка. Моє ім’я Ганна Середа.

Would you hold the line, please? I'll see if he is in.

Не кладіть трубку, будь ласка. Я подивлюсь,  чи тут він.

I'm sorry, Mr. Kelly is out right now. / Sorry, Mr. Kelly isn't in right now.

Нажаль, Пана Келлі немає зараз. / Жаль, Пана Келлі немає.

Would you like to leave a message?

Чи хотіли б Ви залишити повідомлення?

Yes, please. Tell him Hanna Sereda from New Products called about the exhibition next week.

Так, будь ласка. Скажіть йому, що дзвонила Ганна Середа  з компанії New Products стосовно виставки наступного тижня .

How do you spell your last name, please?

Як пишеться по буквах Ваша прізвище?

That's S as in Samuel, E as in Edward, D as in David, O as in Oliver, V as in Victor, A as in Alice. Sereda.

Це S як в (слові) Samuel, E як в Edward, R як Romeo,  E як в Edward , D як в David, A як в Alice. Sereda.

Could you ask him to call me back? My number is 555-3456. / Could you ask him to call me back at 555-3456? (five-five-five, three-four five-six)

Не могли б ви попросити його передзвонити мені? Мій телефон 555-3456. / Не могли б ви попросити його передзвонити мені по номеру 555-3456?

Sure. / Of course. I'll give him your message.

Звичайно. Я передам йому Ваше повідомлення.

Thank you very much. Good-bye!

Дякую. До побачення!

 

Conversation 2

Розмова 2

Hello?

Алло?

Hello! Could I speak to Jane, please?

Здрастуйте! Чи міг би  я порозмовляти з  Джейн, будь ласка ?

Jane? There's no one by the name Jane here.

Джейн? Тут немає нікого на ім’я Джейн.

What number are you calling?

По якому номеру ви дзвоните?

Is this 555-1207? (five-five-five, one-two oh-seven)

Це 555-1207? (п’ять-п’ять-п’ять, один-два- нуль-сім)

No, it isn't. You have the wrong number. / You must have misdialed.

Ні, це не він. Ви помилились  номером. / Ви, певно, неправильно набрали номер.

Oh, I'm sorry.

Вибачте.

 

Conversation 3

Размова 3

Hello, is Oksana there please?

Здрастуйте, можна Оксану, будь ласка?

Speaking. / This is me. / This is she.

Слухаю. / Це я. / Це вона.

Hello, Oksana! This is Mike. How are you?

Привіт, Оксано! Це Майк. Як ти?

Fine, thanks. How are you?

Дякую, добре. А  як ти?

I'm fine, thank you. I called you several times today. First there was no answer, and then the line was busy all the time.

Дякую, добре. Я дзвонив тобі кілька разів сьогодні. Спочатку ніхто не брав трубку, а потім телефон був весь час зайнятий.

Oh really?

Невже?

Listen, I'm calling about John's party on Sunday. Would you like to go there with me?

Послухай, я телефоную з приводу  вечірки у Джона у неділю. Можливо б ти пішла туди зі мною?

I'd love to, but I have a test on Monday, and I have to study.

Я б із задоволенням, але у мене контрольна у понеділок  і мені слід займатися.

Sorry to hear that. Well, maybe some other time. See you!

Жаль це чути. Ну що ж, можливо, іншим  разом. Бувай!

 

 

3. Learn the tips for succesful telephone conversation

Tips for successful telephone conversation

1. When you pick up the receiver, mention your name and / or the phone number. Do not say “Hello” only.

2. If the caller wants to talk to someone at the same place, ask him politely to hold the line while you call him to the phone.

3. Do not talk loudly on the phone.

4. Do not talk too long on the phone. You may be preventing an urgent call coming in.

5. Do not make calls at odd hours (too early or too late) unless it is an emergency.

6. Apologize for wrong numbers and late calls.


Here are a few more tips on telephone etiquette and courtesies which will help the person you are talking with to form a good opinion of you and your efficiency in telephonic conversation.

 

a. When making a call, always plan what you want to speak about so that you save time and show confidence through having prepared yourself.

b. Suit your style to that of the person you are talking to. Busy people would like you to be brief and direct without unnecessary conversation and drawl (манерність) in your tone. Others may want a more sociable and easy flow of conversation.

c. When you are the caller, avoid talking to anyone else in the room while you are on the phone - unless it is directly related to the phone conversation.

d. Respond to a ringing phone immediately. It could be an important call. Besides you will appear slack and inefficient if you let your phone ring too long and cause annoyance at the other end.

e. Talk clearly into the phone. Avoid talking while eating.

f. Take messages for members of the family / office who are not available to answer their calls and make sure you note the name of the caller, his/her phone number and the time of the call.

g. End the call politely thanking the caller / receiver and assuring a return call if required.

 

4. Read about an answering machine and learn ‘do’ and ‘do not’ points.

An answering machine

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

 

5. Work in pairs. Practice the telephone conversation, using dialogue structure for taking a message and for arranging a meeting. Write down dialogues in Formal and Informal versions

 

Box 1  Dialogue structure for taking a message

Speak to X?

                                                 Not here

Leave message?                                Yes

 

Tell her/him . . . called

from . . . about . . .

My number is . . .                                                          

                                                                                  (check) . . . OK

 

 

Box 2.  Dialogue for taking a message

C

ould I speak to X?

                                                                                                                           I’m sorry, she’s/he’s not here at the moment.

Can I leave a message?

                                                                                                                          

                                                                                                                    Yes, of course.

Can you tell her/him

. . . called from . . . about . . .

My number is . . .

                                                                                                                   (after checking) OK, I’ve got that.

 

 

Box 3 Dialogue structure for arranging a meeting

 

Need to fix time

for meeting.                                                                              

                                                                                                        Yes. When?

Tuesday?

                                                                                                        Sorry, busy. You free Wednesday?

 


Yes, Wednesday is good.

2pm?

                                                                                                        Okay. See you.

©

 

6. Role-play making an appointment by phone:

1) with your counterpart; 2) with a doctor; 3) with an engineer from Volynbud Company; 4) with a dentist; 5) with a friend of yours; 6) with Mr. Brody, Designer of a big company.