6. Работа в парах. Ознакомьтесь с ситуацией и разыграйте диалог.

Student A: You are phoning Travel Direct Company to find out about some airline tickets you ordered. You want to speak to Sandi Elliot to find out what is happening and why the tickets have not been delivered yet.

Student B: You work at Travel Direct Company. Sandi Elliot is on the other line at the moment.

Student A	Student B
	1. Answer the phone.
1. Ask to speak to Sandi Elliot.
	2. Explain that Sandi is on the other line; ask the caller to hold or if he/she wants Sandi to call back.
2. Ask if she can call back.
	3. Ask what the call is about.
3. Explain what the call is about.
	4. Ask for the caller’s number
4. Give your number and say when you can be contacted.
	5. Check the number. Say thank you and finish the conversation.
5. Say goodbye.

8. Прочитайте и озаглавьте текст. Составьте список рекомендаций для участников телефонного общения. Используйте модели.

Models:

• You should…

• You’d better

• It’s recommended

• You may/might

Phone calls can often be challenging even in your own language, but when you are speaking a foreign language they are even more difficult. There is no body language to help you, the audio quality is not always perfect and there is more time pressure than in a face-to-face conversation. But there are some tips how to make telephoning in English less stressful.

If you have to make a difficult phone call, spend a few minutes preparing it. Think about what you want from a phone call. What might the other person say? Make notes of English phrases you can use during your call.

Try to relax a little. Make sure that you have enough time for the call and don’t be in a hurry. It’s better to have a successful ten-minute call that an unsuccessful three-minute call.

Sometimes receiving an unexpected phone call can be very stressful. To give yourself some time to prepare for the call, you might want to tell a “white lie” (I’m sorry, I’m actually at the meeting right now. Can I call you back in ten minutes?) and call back when you feel more confident.

Speak more slowly and at the lower pitch than you would during a face-to-face conversation. It makes you sound confident, helps the other person to understand you and calms you down if you are nervous.

Don’t be afraid to ask a caller to repeat something (I’m sorry, I still didn’t catch it. Could you say it again more slowly?). It’s better for the caller to repeat a piece of information five times than for you to write down the wrong information.

Active listening strategies can help you to communicate more effectively on the telephone. When listening, say words like right, ok, I see, I got it, etc. to show that you are paying attention. The other person fells more relaxed if it is clear that you are still here and actively listening to him. Check each piece of information that the other person gives you – even if you think you have understood everything perfectly, you might have actually misunderstood something the other person said (- My number is 8 495 784 5621 – Let me just read it back to you. So that’s 8 495 784 5621).

It can be difficult on the telephone to know when to speak yourself and when to let your partner speak. Since you and the person you are talking to can’t see each other, you may have to use verbal instead of non-verbal techniques, such as asking appropriate questions (You’ll be at the office tomorrow, won’t you?) or interrupting politely if the other person doesn’t give you a chance to speak (Could I interrupt you there for a second? I’d like to clarify some points?).

Try to smile. Although it sound strange, but the other person can hear if you are smiling – it makes your voice friendlier.