5. Put the dialogue in the correct order.

A That’s a good compromise- you’ve got a deal!

A I suppose I could go to 300 pounds.

A That’s much too expensive for me.

B Is it? Well, what price are you prepared to pay then?

B 300 pounds! No way, but I’d consider 400 pounds.

B I’m asking 500 pounds for it.

6.You are going to read some advice about how to use the telephone to improve your business. Discuss what advice is very useful, and what is not so important.

Phone-answering tips to win business.

Phone-answering skills are critical for business. The telephone is still most businesses’ primary point of contact with customers. And the way you answer your company’s phone will form your customer’s first impression of your business. These phone-answering tips will ensure that callers know they’re dealing with a winning business.

• Answer all incoming calls before the third ring.

• When you answer the phone, be warm and enthusiastic. Your voice at the end of the telephone line is sometimes the only impression of your company a caller will get.

• When answering the phone, welcome callers courteously and identify yourself and your organisation. Say, for instance, ‘Good morning. Cypress Technologies. Susan speaking. How can I help you?’ No one should ever have to ask if they have reached such and such a business.

• Keep your voice volume moderate and speak slowly and clearly when answering the phone, so your caller can understand you easily.

• Always ask the caller if it is all right to put him or her on hold (подождать на телефоне) and don’t leave people on hold for longer than is necessary. If possible, provide callers on hold with progress reports every 30 to 45 seconds. Offer them choices such as ‘That line is still busy. Will you continue to hold or should I have Mrs. Lee call you back?

• Train your voice and vocabulary to be positive when phone answering. For example, rather than saying ‘I don’t know’ say ‘Let me find out about that for you’.

• Take telephone messages completely and accurately. If there is something you don’t understand or can’t spell, such as a person’s surname, ask the caller to repeat it or spell it for you. Then make sure the message gets to the intended recipient.

• Respond to all your calls within one business day. The early caller can get the contract, the sale, the problem solved and reinforce the favourable impression of your business that you want to circulate.

• Train everyone else who answers the phone to answer the same way. Check on how your business’s phone is being answered by calling in and seeing if the phone is being answered in a professional manner. If they don’t pass the test, go over this telephone-answering tips list with them.

7. A telephone quiz

Answer these questions about how you should speak on the phone in English. In many cases, more than one answer is possible.

1 Which do you think is the best way to answer the phone at work?

A By saying Hello!

B By saying your name.

C By saying your name and the name of your department or company.

D By saying the name of your company.

2 How do you think English people answer the phone when they are at home?

A They say their phone number, e.g. 01267 437737.

B They say the name of their town and their phone number, e.g.

Southampton 437737

C They say Hello!

3 Which of these do you think would be the best way to reply when someone on the phone says: Can I speak to ( your name)?

A That’s me!

B Speaking.

C Yes, I am.

4 How should Alberto Costa introduce himself for the first time on the phone?

A It’s Alberto Costa.

B I’m Alberto Costa.

C My name’s Alberto Costa.

5 How should Lucia Falcone introduce herself on the phone to someone who already knows her?

A This is Licia Falcone.

B I’m Lucia Falcone.

C It’s Lucia Falcone here.

6 When you ask someone to wait on the phone, which of these is quite formal, which is informal, and which you would probably never say?

A Could you hold on a minute, please?

B Hang on!

C Wait, please.

7 When you want to know who is calling you, which of these is formal, which is informal, and which sounds rude?

A Who is that?

B Who are you?

C Who’s calling, please?

8 Which of these is the most formal way to introduce the subject of your phone call?

A I want to talk about the sales conference in March.

B I’m calling in connection with the sales conference in March.

C Let’s talk about the sales conference in March.

9 Why is it especially important to use ‘please’ and ‘thank you’ on the phone?

A The other person can’t see your face, so you have to use these words more often

to show you are being friendly and polite.

B The British and the Americans both expect it.

C It’s not important.

10 Which of these would you say when you want to find some information on your computer while you are on the phone?

A Wait while I get it on my computer, please.

B Just a moment while I get it up on the screen.

C I’m just bringing up your details now.

Lecture №2

MANAGEMENT

PLAN

1. A pattern for industrial work set by Frederick W. Taylor.

2. The main positions to Taylor’s new way to management.

3. The results produced by Taylor’s approach.

4. The strength and the weakness of F.Taylor’s approach.

5. Quality of Working Life movement (QWL) and its basic idea.

6. How it all began.

7. Important finding of QWL movement.

MANAGEMENT

Frederick W. Taylor made a lasting contribution to management thinking. He put forward the theory of Scientific Management, set a pattern for industrial work which many others have followed. Although his approach to management has been criticised because it focused on the system of work rather than on the worker, his ideas are still of practical importance.

His main insight, that work can be systematically studied in order to improve working methods and productivity, was revolutionary. Also he correctly emphasised that detailed planning of jobs was necessary.

Over the last thirty five years, a new approach to management has been developing. Those favouring it say that the way to increase workers’ productivity is to improve their job satisfaction and motivation. These people follow the Quality of Working Life movement (QWL). They have been trying out various methods of making work more interesting. These include job enlargement, job enrichment and new forms of group work.

It is said that Elton Mayo founded the Human Relations school whose offspring is the Quality of Working Life movement (QWL). He directed and publicised the Hawthorne experiments which have been so influential to this day. The conclusions of the study challenged the theory of Scientific Management put forward by Frederic W. Taylor. Both men, however, changed the course of management thinking.