D. Read the dialogues aloud. Do it by yourself or with a colleague (changing roles at the end). Practise several times until you're fluent.

Date: 2015-10-07; view: 466.

C. Work in groups. Read the following information very attentively to understand telephoning well.

Part I. Telephoning: making and taking calls.

Business language.

Reading

B. For each of the verbs below, three or four words or expressions fit. In each case, circle the one which does not fit. Make sentences using the correct phrases.

1. DO 2. MAKE

a. business a. money

b. a profit b. business

c. your homework c. a loss

d. a deal d. a decision

3. TAKE 4. HAVE

a. a long time a. progress

b. a decision b. something to eat

c. appropriate measures c. shares in a company

d. a deadline d. a meeting

5. MEET 6. LAUNCH

a. a deadline a. a product

b. customers' expectations b. a ship

c. an appointment c. a campaign

d. a target d. progress

7. COMPLETE 8. CARRY OUT

a. a form a. an agreement

b. a task b. a plan

c. a cheque c. research

d. a project d. a market survey

9. ACHIEVE 10. REACH

a. progress a. a decision

b. a breakthrough b. a strategy

c. a target c. an agreement

d. little d. a target

1. Do you think it is important to start the conversation in a friendly way?

2. Is it necessary to check if the other person has time to talk?

3. Is it common practice to use indirect language in telephoning?

4. What do you think about the sequence in making calls?

In this dialogue Celine Perez (CP) calls Maurice Cassidy (MC) on his direct line.

MC: Maurice Cassidy.

CP: Hello Maurice, this is Celine Perez speaking.

MC: Celine – how nice to hear from you! How are things over in Paris?

CP: Fine, fine. Maurice – is this a good time to talk? Are you in the middle of something?

MC: No, now is good. Just let me close down this document I've been working on. OK – what can I do for you?

CP: The reason I'm calling is because of the first quarter sales figures. Have you seen them?

MC: Yes, I have. Sales in France were below target, right?

CP: Exactly. The sales report doesn't give any explanation for that. I thought

14 you might have some ideas.

MC: I do have some ideas, but I'd like to speak to Anna in Marketing about it. Can I get back to you tomorrow about this?

CP: Sure.

MC: OK, leave it with me. I'll call you tomorrow afternoon.

CP: Great – I'd appreciate that. Thanks for your time. Bye.

- Notice how Maurice starts the conversation in a friendly way at line 3.

- Notice how Celine checks that the other person has time to talk.

- Notice at line 12 how Celine uses indirect language (past forms: thought/might) to encourage MC to give information – she doesn't want him to feel under any pressure.

In the second dialogue below Monika phones a company to ask about their market research services. She speaks first to the receptionist.

Receptionist: Good morning, ICT Communications. Teresa is speaking. How can I help you?

Monika: Oh, good morning. I'd like to speak to someone in your market research department.

5 Receptionist: Can I have your name, please?

Monika: Yes, it's Monika Weber.

Receptionist: OK, Monika, please hold while I try to connect you.

Gianfranco: Market Research. Gianfranco is speaking.

10 Monika: Oh, my name is Monika Weber from Springer Media and I'm

calling to ask a few questions about your market research services.

Gianfranco: Of course, Monika. How can I help you?

Monika: I'd like to know …

- Notice at line 1 how the receptionist gives a very full answer.

- Notice at line 9 how Gianfranco answers his internal phone.

The phrases you need: