9.2. Getting people to do things

( from Leo Lones, Richard Alexander)

A. Audial practice

Work in pairs Listen to the recording and follow the instructions below. After each step compare notes with your partner.

Task1.

Y ou’ll hear two colleagues on the phone. Put + or – to show if TERRY agrees or refuses to do these things for Jane.

• send a copy of the report.

• arrange accommodation

• call Sandy in New York

• translate a document into English

• check her punctuation and spelling

Task 2.

Listen to the conversation again and highlight the phrases they use:

Requesting

I’d like you to …, please.	Sure Certainly I won’t be able to…,because… I’m sorry but… I’m afraid that’s not possible, because…
Could you ask … to … for me?
Could you…, please?
Do you think you could…?
Would you mind…-ing…?

Task 3.

You’ll hear two more colleagues on the phone.

Put + or – to show if SALLY accepts or rejects each of Bill’s offers to help.

• check today’s correspondence

• call a taxi for the airport

• check her hotel booking

• deal with the weekly report

• call Amsterdam

Task 4.

Listen to the conversation again and highlight the phrases they use:

Offering to help

Can I give you a hand? Would you like a hand with...? Shall I...? Would you like me to...? If you need any help, just let me know.

Yes, please. Thanks a lot. No, thanks, I think I can manage. That’s very kind of you, but... I think I’d prefer to do that myself because...

Task 5.

You’ll hear two people talking in an office.

Put + or – to show if the HOST gives his permission to the visitor to do these things:

• open the window

• take off his jacket

• smoke

• use the phone to book a table for lunch

• call his office

• send a fax to Canada

Task 6.

Listen to the conversation again and highlight the phrases they use:

Asking permission

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...

9.3. Planning and making calls a. Reading and speaking

Task 1. Read this extract from a training manual and then discuss the questions below:

Twelve telephone tips

(from Leo Jones, Richard Alexander)

1. Fax or e-mail ahead if you want to make sure the other person has time to prepare for the call.

2. Make sure you have with you all the documents you’ll need before you dial the number.

3. The other person may not understand you easily, so try to speak slowly and CLEARLY.

4. 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.

5. The other person can’t see what a nice person you are, so make sure you sound POLITE and AGREEABLE.

6. The other person hasn’t got all day, so make sure your call is BRIEF.

7. The other person is getting an impression of your firm while talking with you, so make sure that you sound EFFICIENT – your firm’s image may be at stake, even if you’re just taking a message.

8. Don’t rely on your memory: make notes during a call and rewrite these notes immediately afterwards as a record of the call.

9. Smile while you’re talking. Your listener can “hear” your smile.

10. Don’t try to be funny – you may be misunderstood.

11. Don’t interrupt the other person: let them finish what they want to say.

12. Send a follow-up e-mail, fax or letter to confirm any important details (especially prices and numbers), so that you both have a written record.

• Which do you think are the five most important tips?

• Which of the tips do you disagree with? Why?

• Which of the advice do you already always follow when making or receiving a phone call in English?

• Which of the points do you fell least confident about if you’re using English on the phone?

• What aspects of telephoning in English can be improved by more practice?