Background information

Date: 2015-10-07; view: 445.

Reading

Starting up

On the phone

UNIT 4

“The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them”

Ralph Nichols

A. Work in groups. Discuss these questions:

1. What do you enjoy about using the phone?

2. What do you dislike about making phone calls?

3. Do you enjoy making the long-distance calls?

4. Have you ever made an important phone call in foreign language?

5. Is it necessary to make sure you are talking to the correct person?

6. Is it essential to give important information, like figures, names, quantities, dates and so on, slowly and carefully?

7. Which of the following would you prefer to do?

a. Say right away what you are calling about, don't expect the other person to guess this or work it out

b. Speak slowly and clearly, but in a friendly voice and smile while you are speaking

c. Don't use technical terms or abbreviations, because the other person may not understand these as well as you do

d. Don't interrupt the other person even if you know what he or she is going to say

e. Don't phone during the other person's lunch hour or just before they are about to stop work for the day

A. Work in pairs. Answer these questions about the article:

1. Can making a business call be a worrying experience for you?

2. Do you think most business people prepare for an important phone call in a foreign language?

3. Is it a good idea to repeat any important information (numbers and names) back to the other person to make sure he has got it right?

4. What can you say about good telephone manners?