Ineffective Communication

1.Before you do this task discuss with your group mates the following topics:

· Are business calls usually rushed? How about social calls?

· Do business calls need any preparation? Why?

· How do people react when a caller is difficult to communicate with?

Pierre is from France. He works for Western Business Machines Company. He works in the shipping department. At the moment, he is calling Maria Garcia at Alameda Hospital about the late copying machine delivery. The receptionist at the hospital answers the phone.

Receptionist: Alameda Hospital.

Pierre: Hello, is uh... (He looks for a piece of paper on his desk.)... is uh... is Mr. somebody Garciathere?

Receptionist: Um... we have several Garcias here. Do you have a first name?

Pierre: Uh... oh! Here it is! (He finds a piece of paper.) Maria Garcia.

Receptionist: Maria Garcia's not in right now. She will call you back.

Pierre: What?

Receptionist: She's out. She'll call you back later. (The receptionist begins to sound irritated.)

Pierre: (He is confused. He doesn't say anything.)

Receptionist: Do you want to leave a message?

Pierre: Uh... you see, uh... she ordered some uh, copying machine, but I don't think that we... we delivered it,.and...

Receptionist: Why don't you just tell me your name and number and she will call you back?

Pierre: What? Oh, my name is Pierre Dupont. My company is Western Business Machines.

Receptionist: Pierre Dupont, Western Machines... okay... give me your number. (The receptionist is speaking quickly.)

Pierre: (He thinks to himself, "No, it's Western Business Machines". He doesn't say anything.)

Receptionist: Does she have your number? (The receptionist sounds impatient.)

Pierre: Oh, yes. Ah... my number is 733-2084.

Receptionist: Okay. I'll give Ms. Garcia your message. Good-bye.

Pierre: Ah... thank you. Good-bye. (Pierre hangs up. He thinks to himself, "Sometimes I hate making phone calls".)

2. Can you explain:

• why the receptionist doesn't get the name of Pierre's company correctly;
• why the receptionist's voice started to sound irritated during the conversation;
• how Pierre could have improved the conversation

3. Act the conversation out correcting Pierre's mistakes. Be: prepared; brief; polite.

4. Now look at the next page. The following dialogue shows Pierre interacting more efficiently with the receptionist. Study it. Have you done everything correctly when acting out the conversation? What mistakes have you made?

Receptionist:	Alameda Hospital.
Pierre:	Hello, this is Pierre Dupont from Western Business Machines. (He looks at a note on the desk.) Could I speak to Maria Garcia?	Pierre introduces himself and his company at the beginning of the conversation. Pierre knows Maria Garcia's name before he telephones.
Receptionist:	Maria Garcia? I'm afraid she's not in right now. Can I...
Pierre:	I'm sorry she's not...?	Pierre interrupts to ask for focused repetition when he doesn't understand the phrase "She's not in right now".
Receptionist:	She's not in... (She waits for Pierre to respond.) She's out. She'll call you back.	The receptionist repeats what she said before because Pierre guided her with a focused repetition question. Then she says the same thing in a different way.
Pierre:	She's out?... Oh, I see. Uh... will she be back today?	Pierre holds his turn while he decides what he wants to ask.
Receptionist:	Yes. She will be in the office later this afternoon.
Pierre:	I see... uh... could I leave a message?	Pierre holds his turn while he thinks of the correct phrase "Could I leave a message?"
Receptionist:	Sure. (She waits for Pierre to speak.)
Pierre:	Please tell her I called about the copying machine delivery.	Pierre knows the correct phrase to use to leave a message. He doesn't try to give a long message to the receptionist.
Receptionist:	... the copying machine delivery...	The receptionist repeats Pierre's information as feedback that she understands him.
Pierre:	Uhmhmm...	Pierre gives feedback that means: "that's correct".
Receptionist:	Okay... and what's your number?
Pierre:	My number is 733-2084.
Receptionist:	733-2084. All right. And what's the spelling of your last name?
Pierre:	I'm sorry, could you speak more slowly?	Pierre controls the receptionist's speech asking her to slow down.
Receptionist:	Certainly. How do you spell your last name? (She speaks more slowly.)
Pierre:	D-U-P-O-N-T
Receptionist:	All right, Mr. Dupont, and that was Western Machines Company... I'll give Ms. Garcia the message.
Pierre:	Uh... it's Western Business Machines.	Pierre politely corrects the receptionist's error.
Receptionist:	Oh, … I'm sorry. …Western Business Machines.
Pierre:	Yes, that's right.	Pierre gives feedback
Receptionist:	Okay, Mr. Dupont, I'll give her the message. Thank you for calling.
Pierre:	Excuse me... so... she'll call me back this afternoon?	Pierre summarises what he understood.
Receptionist:	Yes, she should call you back before 5.00.
Pierre:	Okay. Thank you. Good-bye.
Receptionist:	Good-bye.

Practice 1: Making an Appointment

Receptionist:	Thank you for phoning Maple Dental Clinic. Sylvia ____________. How can I help you?
Thelma:	Hi Sylvia. _________________Thelma Woods calling. How are you today?
Receptionist:	I'm fine Mrs. Woods. How are you?
Thelma:	Well, actually, I have a bit of a sore tooth. I was hoping Dr. Morris would have some time to see me this week.
Receptionist:	I'm __________________ he's booked this week. I can put you in for 2pm next Tuesday. How does that sound?
Thelma:	That would be great.
Receptionist:	I'll have to give you the address of our new office.
Thelma:	Oh, that's right, you moved.
Receptionist:	Yes, we moved downtown. Do you have a ___________________?
Thelma:	Could you hold on a __________________please. Okay, go ahead Sylvia.
Receptionist:	Okay, we are at 723 Baltic Avenue. Suite 004.
Thelma:	________________spelling that for me?
Receptionist:	Sure. That's seven-twenty-three Baltic - B____________A as in Alpha, L as in Lima, T as in tango, I as in India, and C as in Charlie. And it's suite zero zero four.
Thelma:	Okay great. I'll see you on Tuesday then.
Receptionist:	Okay. ______________calling. See you then.
Thelma:	Thanks. Bye.

Practice 2: Taking a Message

Leslie:	_________________
Cameron:	Hi, is this Leslie?
Leslie:	Yes. ___________________?
Cameron:	It's Cameron here. Is Maria _________________?
Leslie:	No, she just _______________out for a moment. Can I take a message?
Cameron:	Yes, thanks. _________________ask her to meet me at the Capitol 4 movie theatre at 7 pm tonight?
Leslie:	Sure. Just let me write that down. Oh Cameron. Could you ____________for a second? I have to take another call.
Cameron:	No problem.
Leslie:	Hi. Sorry about that. Now could you please ____________that information? I didn't have a pen handy.
Cameron:	Sure. It's the Capitol 4 theatre at 7 o'clock.
Leslie:	Okay, I've got it. Is there anything else?
Cameron:	No, that's great.
Leslie:	Okay. Uh-oh, there's my other line again. I'd better ________________.
Cameron:	Okay, thanks again. Bye for now.
Leslie:	_____________________

Practice 3: Ordering a Pizza

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Дата добавления: 2015-10-31