Speaking

Task I. Match the request with a suitable response.

1. Could you make a copy of this report?	A. Sure. Black with sugar?
2. Would you type this letter? It's rather urgent.	B. My pleasure.
3. Could you meet Mr. Ramone at the airport for me?	C. I'm rather busy right now. Can I type it tomorrow?
4. Could you phone Ms Taylor about the new brochures?	D. I'd rather not. It's my birthday.
5. Would you make some more coffee?	E. No problem. What time is he arriving?
6. Could you work on Saturday?	F. Sure.
7. Will you help me?	G. Of course. What's her extension?

Task II. Imagine you want to offer help to your colleague.

Work in pairs and make up short dialogues with the phrases below.

Task III. Working in pairs make up short dialogues

to ask permission. Here are some phrases to help you.

May I …?

Do you mind if I …?

Could I …?

Is it all right if I …?

Do you think I could …?

Sure, go ahead.

By all means.

No, I’m afraid you can’t, because …

I’m sorry, but …

Task IV. The following situation shows two approaches to the problem. See how differently the office workers handle the same problem. Say whose approach to the situation is both professional and helpful. What makes you think so? Dramatize the dialogue.

Nina:	Ms. Foster, I can't make copies of this report in time for your meeting. The copier broke down.
Ms. Foster:	Oh, Nina! You know I need that report right away.
Mark:	Mr. O'Neill, the copier is out of order. Should I go down the street to copy and quick-print center to make copies of the report?
Mr. O’Neill:	That's a good idea, Mark. Go right now and make the copies.

• Why do the supervisors react so differently?

• Why is Ms. Foster so impatient? Does she seem to blame Nina?

• Does Nina’s inability, or unwillingness, to look for solutions to the problems discredit her professionalism?

• Is the working relationship between Nina and her supervisor strained?

• Does Mark’s approach to the problem show that he cares about getting the job done?

• Does Mr. O’Neill appreciate Mark’s attitude and his resourcefulness in solving problems?

Problem solving

Last month I was hired as an office worker in an auto parts supply store. My duties include keying invoices and correspondence, keeping the books, and answering the phone. I’m interrupted often by the phone. To make the situation worse, my supervisors always seem to misplace the messages I leave. Mr. Parra is especially bad about losing messages. More than once he has said something like, ‘Sylvia, I can’t find that message from Peter Torres. Please, look up his number in the phone book.’ So, I’m interrupted twice about the same matter!

1. Do you notice the contradiction in this letter?

2. Does answering the phone contribute to the smooth functioning of an office?

3. Is answering the phone as important as the other tasks performed by the secretary?

4. Why does Sylvia feel annoyed each time the telephone rings?

5. Can feeling annoyed reduce her willingness to work efficiently?

6. Does the overall productivity of an office worker suffer as a result?

7. How should Sylvia regard her duty to answer the phone? Should it be a high work priority for her?

8. Does the telephone keep her from doing her job or is it her job?

9. Is giving attention to incoming calls an important task?

10. Is it a good practice for an office worker to switch his/her full attention to the caller?

11. Should a secretary be helpful whenever his/her supervisor requests information?

12. Would you like to keep such an ill-tempered clerk if you were an office manager?

13. Do you think Sylvia will stay long in employment if she doesn’t change her attitude?

14. What kind of worker is she? Think of how you could characterize her?