Unit 14. Business telephone conversations

Telephone is the most popular way of communication nowadays. But sometimes we are wasting too much working time discussing on the phone unnecessary details of a business problem. It happens because so much of our business talking is casual and spontaneous. We should recognize that planning and preparation can be applicable to this area of communication.

There are two types of phone calls: outgoing calls and incoming calls. Planning outgoing phone calls is simple and takes little time. Yet you can save much of the actual speaking time and thus much of the cost of calls. All that you should do is to note very briefly, in order, the items to be discussed during the call and have all relevant papers to hand before making the call. Dealing with incoming calls try to answer calls as prompt as possible. Take all message fully and correctly, in writing. It ensures you that relevant information is no forgotten.

Speaking on the phone be polite, never use slang or jargon. Exercise self control when a caller is annoyed or impatient. Say everything distinctly; use the name of the caller. Whether you don't have relevant information in hand a the moment give a caller the chance to ring back rather than wait. If you don't understand or hear your person properly, say: "Sorry, I didn't catch that" or "Sorry?" You have to remember that it's not polite to say: "Please, repeat!"

Before saying that the person is out, first ask: "Who is speaking?" and after the answer ask: "Are there any messages?" Calling across the room to someone, who is wanted on the telephone never cover the mouthpiece.

Speaking business on the phone never lose your temper.

EXERCISES

Exercise 1. Translate into Russian

Popular way of communication; to waste working time; unnecessary details of a business problem; business talking; casual; spontaneous; can be applicable to this area; outgoing calls; incoming calls; to take little time; thus; the cost of the call; briefly; the items to be discussed; relevant papers; in hand; to make a call; as prompt as possible; to take a message; it ensures you; self-control; annoyed; inpatient; to say distinctly; to hear properly; polite; to be out; calling across the room; to cover the mouthpiece; to lose temper.

Exercise 2. Translate into Еnglish

Таким образом; это даст Вам уверенность; как можно скорее; самоконтроль; входящие звонки; относящиеся к делу бумаги; может быть при­менимо к этой области; случайность; нетерпеливый; досаждающий; при­нять сообщение; не быть на месте; говорить четко, кратко; занимать мало времени; спонтанный; тратить впустую рабочее время; деловые разгово­ры; выходить из себя; звать кого-либо из присутствующих; ненужные под­робности; распространенный способ общения; прикрывать рукой телефон­ную трубку; в руках; вопросы, которые должны быть обсуждены; исходящие звонки; стоимость телефонного разговора.

Exercise 3. Answer the questions

1. Why is the telephone the most popular way of communication?

2. Why do we often waste our working time speaking on the phone?

3. What should be done to save the time at telephone conversations?

4. What types of phone calls do you know?

5. What does planning of outgoing calls include?

6. What should you do dealing with incoming calls?

7. What are behavior patterns at business telephone conversations?

8. What should you say if you didn't understand the person properly?

9. What should you say if the person wanted on the phone is out?

10. As that very polite to cover the mouthpiece?

Exercise 4. Answer the additional questions

1. What does "collect calling" mean?

2. What is the number of emergency service in Britain? In America?

3. What's the English for "сотовый телефон"?

Exercise 5. Choose the correct words in italics to complete the telephone conversation

A: Fenton Engineering.

B: Number /Extension 473, please.

A: I'm afraid the line's broken /engaged. Will you hold?

B: Yes.

A: The line's free now. I'll put / connect you through.

B: Thank you.

C: Paint shop.

B: I'd like to speak to Mrs. Isaacs.

C: Who’ s / Whose calling, please?

B: Jacques Duval.

C: Wait / Hold on, Mr. Duval. I'll bring /get her.

C: I'm afraid /regret she's in a meeting. Do you want to call up / back later?

B: No, it's urgent. Could you leave /take a message?

C: Yes, I will / of course.

B: Must / Could you ask her to call me back?

C: Does she have your number?

B: No. It's Paris - the code /area is 00 331, then the number is 46 58 93 94. Could you sav / read that back to me? C: 0033146589394.'

B: That's right.

C: Anything / What else?

B: No, that's anything /all. Thank you very much.

C: You're welcome / fine.

B: Goodbye.

Exercise 6. Match these comments to their replies

1. Sorry, could you spell that? a. Yes, it's 0181 432 9191.

2. Could I speak to Mrs Fencon, please? b. That's OK. I'll hold.

3. Could you take a message? с I'll call back next week, then.

4. I'm afraid the line's busy at the moment. d. Speaking.

5. I'm sorry but he's away this week. e. Yes of course. I'll get a pen.

6. Could you repeat that? f. Yes, it's M-E-E-U-W-S.

Exercise 7. Number this jumbled conversation in the correct order.

-I'll sign them this afternoon and send them back to you.

- Hello. My name's Beata Szlachetka. I'd like to speak to Kate Chapman please.

-Good morning. IKI Industries. How may I help you?

-Hold the line, please. I'll see if she's in.

-Great. Thanks a lot.

-(pause) Hello. Kate Chapman speaking.

-Beata Szlachetka and I'd like to speak to Kate Chapman.

-Hello, this is Beata.

-Sorry. I didn't quite catch that.

-Hi, Beata. How are you doing?

-OK. Busy as usual.

-Fine, thanks. And you?

-Yeah, they came this morning but I haven't signed them yet.

-I'm just ringing to find out if you've received the copies of the contract.

-OK, there's no rush.

Exercise 8. Complete this UNIT about a telephonist's job with the correct form of nouns and verbs

I work on the ^a …. so I answer all the calls that come in.

When the phone ^b …. I answer it and I say "Hello, Worldwide Limited. Can I help you?". The person on the other end ^c …. somebody in the company and I try to ^d…. them. The company closes at about six in the evening, but we leave the ^e …. on all night and at weekends. I listen to the ^f …. when I arrive in the morning.

Exercise 9. Write what a secretary says:

1. if the caller wants to leave a message.

2. if the boss is out at the moment.

3. if the caller is to wait.

4. if the caller wants someone to call him back.