- •Е.В. Дводненко
- •Table of Contents
- •Введение
- •Section I. English for telephoning Useful vocabulary for successful telephoning in English
- •Text I. Business Telephoning Etiquette
- •The Business Etiquette of Transferring a Call
- •Appropriate greetings and endings
- •Gathering information
- •Listening skills
- •Suggesting and verifying a course of action
- •Taking notes
- •Dealing with difficult callers
- •Things to avoid when on the phone
- •Practice: Connecting
- •Messages
- •Wrong number
- •Appointments
- •Ordering
- •Text II. Business Telephoning Language
- •Practice:
- •Section II. English for meetings Useful vocabulary for successful meetings in English
- •Text I. Business Meetings Organization
- •Practice: agenda setting
- •Interruptions
- •Agreeing and disagreeing
- •Any other business (aob)
- •Text II. Business Meetings Language Etiquette
- •Practice:
- •Section III. English for negotiations Useful vocabulary for successful negotiations in English
- •Text I. The Art of Negotiations
- •Practice tricky conversations
- •Resolving difficulties
- •Asking for a pay rise
- •Difficult clients
- •Text II. Giving your personal viewpoint
- •Practice:
- •Section IV. English for presentations Useful vocabulary for successful presentations in English
- •Text I. Business Presentations & Public Speaking
- •Practice: Opening
- •Questions
- •Section V. English for business correspondence Useful vocabulary for writing business letters
- •Text I. Business Letter Etiquette
- •Practice
- •Text II. Notes on business correspondence Business Letter Contents
- •1St Check: Look at the text as a whole
- •2Nd Check: Check your text for detail
- •Marlene Leach
- •Layout of Envelopes
- •Practice
- •4. Match the beginnings and endings below and identify which letter a) is a letter of complaint, b) offers an apology, c) is an application for a job.
- •Text III. 20 Tips of Business Writing
- •Text IV. Resumes and Covering Letters
- •Summary
- •11 Tips of Success
- •Additional reading cross cultural business communication
- •Text I. What is Culture?
- •Text III. International Business Etiquette
- •Text IV. Intercultural Communication Tips
- •Text V. Cross Cultural Marketing Blunders
- •Text VI. More Results of Poor Cross Cultural Awareness
- •Text VII. Stereotypes: An Intercultural No-No
- •Involve
- •Text VIII. Business Meeting Etiquette
- •Informal Meetings
- •Text IX. Cross cultural negotiation
- •Text X. Techniques for Resolving Cross-Cultural Disputes
- •Techniques:
- •Text XI. The Business Lunch and Cultural Differences
- •Text XII. Business Card Etiquette
- •Text XIII. Cross Cultural Gift Giving Etiquette
- •Text XIV. Cross Cultural Presentations
- •Text XV. Intercultural Factors When Making International Presentations
- •Text XVI. Cross Cultural Advertising
- •Text XVII. Hurdles to Cross Cultural Business Communication
- •Text XVIII. Cultural Communication across Languages
- •Text XIX. Ten Strategies for Success Abroad
- •Text XX. Cultural Sensitivity in Business
- •Список литературы Основная
- •Дополнительная
- •Интернет-ресурсы
Messages
Imagine you work as a receptionist and you receive a call for someone who isn't there. What might the caller say, and what would you say in reply?
Useful Phrases |
|
|
|
|
|
|
|
|
The lines in the following telephone conversation are in the wrong order. Rearrange them, then try to make the dialogue of your own.
Claire: Or can I take a message?
Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back.
Claire: Goodbye!
Female: Yes, it’s 5556872.
Claire: In about an hour. Can you call back later?
Female: Hello, can I speak to Adrian Hopwood, please?
Claire: Can I take your number, please?
Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the
meeting?
Claire: Hello, finance department
Female: Okay, I’ll do that.
Claire: I’m afraid he’s in a meeting at the moment. Can I help?
Female: Thanks very much for your help, bye!
Claire: 5556872. Okay, I’ll make sure he gets the message.
Wrong number
If you dial the wrong number it can be confusing and embarrassing. But how do you find out that you've made a mistake? And how can you check to be sure?
Imagine you've dialed the wrong number. What might the person who answers your call say? What would you say in reply?
Useful Phrases |
|
|
|
|
|
|
|
|
|
|
The dialogues below contain nine mistakes. Read them and try to correct the mistakes. Try to make the talks of your own.
I.
Male: Hello, this is the press office.
Michelle: Rachel Allsop, please.
Male: I’m sorry, you might have the wrong number. There’s no-one of that name here.
Michelle: Oh. Can I check the number I’ve got…is there not 5568790?
Male: No, it’s 5558790.
Michelle: Oh, sorry of that. I must have connected the wrong number.
Male: No problem! Bye!
II.
Male: Hello, press office, I can help you?
Ruth: Hello. Paul Richards, please.
Male: I’m sorry, you’ve got a wrong number, but he does work here. I’ll try and put you on. In future, his direction number is 5558770.
Ruth: Did I not dial that?
Male: No, you rang 5558790.
Ruth: Oh, sorry to have trouble you.
Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension.
Ruth: Thanks.