Useful language

Stating aims We'd like to have it in a month's time. We must have delivery by the end of next week. Making concessions If I have to finish in one month, I'll need to have an extra designer. That could be all right - as long as I get some money in advance.

Rejecting suggestions We'd prefer to pay you a fixed amount. Bargaining How about paying me half when I start the work? Focussing the discussion Let's talk about the time for setting up the website.

Unit 11 on the phone

Task 1 Read the text and discuss in groups which of the advice you think are most important.

The phone is a very useful business tool for immediate communication. But making a phone call isn’t always easy, especially if you don’t know the person on the other end of the line very well.

Most business people, unless they feel very confident, prepare for an important phone call in a foreign language by making notes in advance. And during the call they make notes while they're talking to help them to remember what was said. Make sure that you have with you all the documents you’ll need before you dial the number. When telephoning, it’s very important to get certain facts right, for example, the name, address, and telephone number. Try to speak slowly and clearly as the other person may not understand you easily, and be brief.

Don’t rely on your memory; make notes during a call and rewrite these notes immediately afterwards as a record of the call. It's a good idea to repeat any important information (especially numbers and names) back to the other person to make sure you've got it right. Always make sure you know the name of the person you're talking to. If necessary, ask them to spell it out to you, so that you can make sure you've got it right - and try to use their name during the call. And make sure they know your name too. It's important to sound interested, helpful and alert when answering the phone. The person you talk to is getting an impression of your firm, so make sure that you sound efficient – your firm’s image may be at stake even if you’re just taking a message.

The other person can’t see your reactions, so always confirm that you have (or have not) understood each point that’s been made. Don’t pretend you have understood when you haven’t.

Your partner does not know what a nice person you are, so make sure you sound polite and agreeable. If you smile while you’re talking on the phone, your listener can ‘hear’ your smile. But it is better to try not to be funny or make jokes over the phone – your listener may think you are being sarcastic, or may not share your sense of humour. And don’t interrupt the other person; let them finish what they want to say.

You may have to make or receive calls to or from regular customers and prospective customers, so a good telephone manner not only makes an impression in business, but it also helps to make money.

Task 2 Read and translate the following dialogues:

Edward Green: Hello, my name is Edward Green. I would like to speak to Mr. Smith, please.  Smith's secretary: I am sorry, but Mr. Smith isn't available. Edward Green: Okay. I'll ring back. Does Mr. Smith have a direct line? Smith's secretary: I'm sorry but the number is confidential. Edward Green: Okay. Thank you. Jenny: It's very difficult to speak to Mr. Smith. Edward Green Yes. I know.

Novo receptionist: Good morning, RUYJ Advertising.  Don Bradley: Good morning. This is Don Bradley. Can I talk to Phil Watson, please? Novo receptionist: What company are you from please? Don Bradley: Bibury Systems. Novo receptionist: I'll put you through.  Dave: Phil Watson's phone. Don Bradley: Good morning Can I talk to Phil, please Dave: Can I ask who's calling please? Don Bradley: Don Bradley from Bibury Systems. Dave: Well Mr. Bradlev. I'm afraid Phil's not in the office at the moment. Can I take a message or would you like to ring him on his mobile phone? Don Bradley: I'll try his mobile. Can I have the number please?  Dave: 0802 54377. Don Bradley: Just let me сheck that. Zero eight zero two five four three double seven.  Dave: That's it.  Don Bradley: Thanks Phil Watson: Hello. Phil Watson. Don Bradley: Hello. Phil, this is Don Bradley. Phil Watson: Hello, Don. Sorry to keep you waiting. How are you? Don Bradley: I'm fine, thanks. Can we meet? We have a new product and I want you to see it.

Smith's secretary: Hello. Mr. Smith's office.  Edward Green: Hello, my name is Edward Green from Bibury Systems. I rang earlier. I would like to speak to Mr. Smith, please. Smith's secretary: I'm afraid Mr. Smith is not in the office at the moment. Can I ask what it is about? Edward Green: It is very important. I represent Bibury Systems. We've got a new product and I want Mr. Smith to see it. Smith's secretary: Please send the product specifications by mail, Mr. Green. Edward Green: I would like Mr. Smith to see the product and would like to talk to Mr. Smith direct. When is a good time to call? Smith's secretary: You could try ringing this afternoon.  Edward Green Thank you. Goodbye.

Derek Jones: Yes? Caller: Can I speak to Peter? Derek Jones: Peter Hill? Caller: Peter Toyama . Derek Jones: There is no one here called Peter Toyama.  Caller: Is that extension 367? Derek Jones: No, you've got the wrong number. This is 412.  Caller: I'm sorry. Could you put me back to the switchboard? Derek Jones: Yes, hang on.

Edward Green: Hello, this is Edward Green. I rang earlier. I would like to speak to Mr. Smith, please. Smith's secretary: I'm afraid that Mr. Smith is in a meeting. Edward Green: Is he free later this afternoon? Smith's secretary: I don't think so. Mr. Smith is very busy at the moment.  Edward Green: I'll ring tomorrow. Smith's secretary: I am afraid Mr. Smith isn't in the office tomorrow. 

Task 3 Role play. Using the phrases from the dialogues and those given below act out similar situations.

Hello, I’d like to speak to Mr …

Could you put me through to … , please?

Hello, this is Miss … calling from …

The reason I called is …

Is Ms … available, please? My name’s …

Speaking.

Who’s calling, please?

I’m afraid he’s in a meeting / not in the office / still at lunch / not available just now. Is there anything I can do for you?

Hold on a moment, please.

I’ll just find out if she’s back yet / in the other office / available.

I’ll put you through to Miss …

I’ll ask her to call you back as soon as she is free.

What’s your extension number?

I am sorry. Mr … is not available now. Can I take a message?

Can you ask him to call me back?

I look forward to seeing you.

Thanks for calling. Goodbye.