After reading.

Discuss her recommendations. Are they good? Why? Why not?

Task 4. Read the following conversations. Compare the styles of the callers in the two conversations you have read. How are they different?

A.

Call a).

Media: Hello, Media Publishing, good morning.

Gerda Hoeness: Hello. My name’s Gerda Hoeness, from Frankfurt. I’d like

to speak to Mr. Stefan Pavlov please.

Media: I’m sorry – Mr. Pavlov is not here at the moment. Could I

have your name again, please?

Greda Hoeness: Yes, Greda Hoeness, that’s G-R-E-D-A- Greada,

and Hoeness, spelt H-O-E-N-E-S-S.

Media: Yes, Ms Hoeness, from Frankfurt?

Gerda Hoeness: That’s right. Could you ask him to call me when he’s got

a moment?

Media: Yes, I’ll ask him to do that. Does he have your number?

Gerda Hoeness: Yes, I think so, but in any case it’s 49-69-75-45-22.

Media: I’ll repeat that – 49-69-75-45-22.

Gerda Hoeness: Correct.

Media: Okay, thanks for calling. Mr. Pavlov will call you later today

Gerda Hoeness: Oh, that’s very good. Many thanks.

Call b).

Assistant: Hello, Harris & Co, how can I help you?

Michael: Hi, Michael Horgan here from Baylis in Miami. Is Mari

Jeangeorges there?

Assistant: I beg your pardon? Who would you like to speak to?

Michael: Mari Jeangeorges. Is she there?

Assistant: Who’s calling, please?

Michael: Michael Horgan.

Unit 4

Assistant: I’m sorry, Mrs. Jeangeorges has already left the office today.

Shall I ask her to call you tomorrow?

Michael: No, it’s okay. I’ll send her an e-mail.

Assistant: Oh, okay. That’ll be fine. Do you have her address?

Michael: Yeah, no problem. I’ll email her. Bye for now.

B. Compare the first conversation with the style of the (American) caller in the

second conversation. Discuss various styles. Comment on the effectiveness and politeness of the different speakers.

polite efficient rude helpless direct brief helpful

“receptionists” …….. ………. …… ……… ……. ….. ……….

Caller a …….. ………. …… ………. ……. ….. ……….

Caller b …….. ………. ……. ………. …… ….. ………

Task 5. Read the following conversation and answer two general questions:

A. a) What kind of a call is this?

b) What do you think is the relationship between the people involved?

Call c).

Tomasina: Hello, my name’s Tomasina Harks, thank you for calling

Altona, how may I help you?

John: Hello, my name’s John Curly. I’d like to speak to Fred Roper,

if I may.

Tomasina: Okay, well I’m sorry, but Fred’s on another call just now.

Can I take a message or perhaps I can help you?

John: Yes, please. Could you tell him that I called – the email he

sent me arrived but there should have been an attachment.

It came with no attachment, so can he resend the email with

the attachment? Perhaps also he could send the document by

regular mail because it could be a problem for me to read what

he sends.

Tomasina: Sure. Does he have your address?

John: No, I’d better give it to you. The email address, yes, he has that

The postal address is Auto Matrix, 270 James Road, Stretford

Road East, Manchester MU16 1DY, England.

Tomasina: Let me check that. John Curly, Auto Matrix 217…

John: No, 270 two seven zero, James Road.

Tomasina: Right, okay, 270 James Road, then did you say Stratford Road?

Unit 4

John: No, Streetford, S-T-R-E-T-F-O-R-D, Stretfort Road East,

Manchester.

Tomasina: MU16 1DY.

John: Correct.

Tomasina: Okay, may I have your phone number too?

John: Yes, its 0161-399 5576.

Tomasina: Right, thanks. I’ll get the message to him and he’ll do that

today.

John: Thank you very much. Goodbye.

Tomasina: Goodbye.

B. Read the conversation again and complete the message pad as shown below.

To …………………………………… () urgent

Date ……………………………………time ……….

WHILE YOU WERE OUT

M ……………………………………………………..

Of …………………………………………………….

Phone …………………………………………………

area number extension

() telephoned () please call

() came to see you () will call again

() wants to see you () returned your call

message ……………………………………………

……………………………………………………….

……………………………………………………….

……………………………………………………….

………………………………………………………

……………………………………………………….

Task 6. Read the following conversation and answer the questions.

A a) Is the caller ringing from inside the company?

b) Is it formal or informal?

c) What do you think is the relationship between the people involved?

Call d).

Angela: Hello.

Paul: Computer Services?

Unit 4

Angela: Yes.

Paul: It’s Paul Maley here from Product Support. I’ve a problem

with the email on my machine. I’ve bee trying to send a

document file to Italy and I keep getting the message back that

it’s been returned. Returned mail. (pause). I don’t understand

why. The colleague in Italy asked me about FTP. File Transfer

Protocol? I don’t know if we have that. I was trying to send my document as an attachment, but it hasn’t worked… Hello?

Angela: Yeah… what? Italy, you said?

Paul: Yes. What about this FTP … What…. Why do you think it

isn’t working?

Angela: Just a minute. I’ve just got to talk to someone here… wait a

minute…. (pause) I’ll get to Alex to call you back sometime

this afternoon. What’s your number?

Paul: What? It’s 6681. Listen….this is urgent….

B. Read the conversation again and complete the message pad below.

Computer Services User Support

TO……………………………..... Problems / inquiry:

FROM ………………………….. ………………….

TIME …………………………… …………………..

EXTENSION…………………… ………………….

DEPARTMENT………………... ………………….

WORKSTATION……………..... …………………..

NOTES………………………….. …………….……

DISCUSSION.

Compare the style of the various speakers in the last two conversations Call c) (“c”) and Call d) (“d”). How does the style change according to the speaker and the situation? Is the style used always the right one?

How can you characterize the speakers? Complete the table below.

	name	service- minded	bored & disinterested	active listening	response	encoura- gement
the called person in “c”
the called person in “d”

Unit 4

PRACTICE.

Use the following flow chart to make a complete telephone conversation.

If you need to, read the conversations again. (writing a dialogue is possible)

Caller Receptionist

(1) “Good morning, Gorliz and Zimmerman”

(2) Introduce yourself.

Ask to speak to Mr. Conrad Bird

(3) Mr. Bird is not in.

(4) Ask when you can connect him.

(5) Explain that he is out of town- offer to

take a message.

(6) You want Mr. Bird to call you.

Repeat your name.

Give your number.

(7) Confirm the information.

(8) End call.

(9) End call.

Now read a model answer.

Reception: Good morning, Gorliz AND Zimmerman.

Lara Camden: Hello, my name’s Lara Camden from Bulmer Cables Ltd.

Please could I speak to Mr. Conrad Bird?

Reception: I’m sorry, but Mr. Bird is not in at the moment.

Lara Camden: I see. When do you think I could contact him?

Reception: Well, at the moment he’s away. Would you like to leave a

message?

Lara Camden: Yes, perhaps you would ask Mr. Bird to call me? My name’s

Camden, Lara Camden, on 020 8299 462.

Reception: 020 8299 462, Lara Canden. Okay?

Lara Camden: Er…. Camden. C – A – M – D – E – N.

Reception: Oh yes, sorry! I’ve got that now.

Unit 4

Lara Camden: Thank you. I look forward to hearing from Mr. Bird.

Reception: It’s a pleasure. Thanks for calling. Bye for now.

Lara Camden: Goodbye.

A “COLD CALL”

Task 7. Read the following conversation between Dominique Person and Walter

Barry and guess what “a cold call” means.

Dominique Person is Personal Assistant to Jacques Le Grand, Production

Controller in Compagnie Tarbet Garonne (CTG), A Canadian

manufacturer of paints and varnishes. M. Le Grand has asked not to be disturbed by unsolicited sales calls. Walter Barry from Dallas, Texas would like to speak to M. Le Grand.

Answer the questions about the conversation below.

1. What is Dominique trying to do? What is her objective?

2. What suggestion does Dominique Person finally make to a caller?

CTG: Bonjour, ici la CTG.

Walter Barry Good morning, Walter Barry, here, calling from London.

Could I speak to M. Le Grand, please?

CTG: Who’s calling, please?

Walter Barry: I’m sorry – Walter Barry, from London.

CTG: What is it about, please?

Walter Barry: Well, I understand that your company has a chemical

processing plant. My own company, LCP, Liquid Control

Products, is a leader in safety in the field of chemical

processing. I would like to speak to M. Le Grand to discuss

ways in which we could help CTG protect itself from

problems and save money at the same time.

CTG: Yes, I see. Well, M. Le Grand is not available just now.

Walter Barry: Can you tell me when I could reach him?

CTG: He’s very busy for the next few days – then he’ll be away

in New York. So it is difficult to give you a time.

Walter Barry: Could you ask him to ring me?

CTG: I don’t think I could do that – he’s very just now.

Walter Barry: Could I speak to someone else, perhaps?

CTG: Who in particular?

Walter Barry: A colleague, for example?

CTG: You are speaking to his Personal Assistant. I can deal with

calls for M. Le Grand.

Walter Barry: Yes, well …. Could I ring him tomorrow?

CTG: No, I’m sorry he won’t be free tomorrow. Listen, let me

suggest something. You send us details of your products and

Unit 4

services, together with references from other companies and

then we’ll contact you.

Walter Barry: Yes, that’s very kind. I have your address.

CTG: Very good, Mr. …..er..

Walter Barry: Barry, Walter Barry from LCP in London.

CTG: Right, Mr. Barry. We look forward to hearing from you.

Walter Barry: Thank you. Goodbye.

CTG: Bye.

DISCUSSION.

1. Comment on how Dominique Person handles the caller.

(rude, helpless, consistently forgets the caller’s name, waste time, doesn’t know the subject?)

2. Write down the phrases used by Dominique Person to block the caller. There should be seven of them.

a) ……………………………………………………………………………

b) ……………………………………………………………………………

c) …………………………………………………………………………….

d) …………………………………………………………………………….

e) …………………………………………………………………………….

f) …………………………………………………………………………….

g) …………………………………………………………………………...

UNIT 5.

CROSS-CULTURAL COMMUNICATION ON THE TELEPHONE.

TEXT 1.

1. Look briefly at the text below and say:

a) what it is about;

b) what you think the text probably recommends.

2. Now read the text. Mark the sentences that follow as “True” (T) or “False” (F)

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