9. Read the following dialogues in pairs.Make sure you understand all the phrases.

1. A Good morning, the Fashion House. How can I help you?

B This is Sally North here. Could you put me through to extension 4191, please?

A Certainly.Putting you through now.

C Hello, Cristina Lopes speaking.

B Hello, Cristina. It’s Sally North from Medison in New York.

C Hi, Sally, how are things?

BFine, thanks. I’m calling because I’ll be in London next week, and I’d like to make an appointment to see you. I want to tell you about our new collection.

C Great. What day would suit you? I’m fairly free next week, I think.

B How about Wednesday? In the afternoon? Could you make it then?

C Let me look now. Let me check the diary. Yes, that would be no problem at all. What about two o’clock? Is that OK?

B Perfect. Thanks very much. It’ll be great to see you again. We’ll have plenty to talk about.

C That’s for sure. See you next week then.

B Right. Bye.

C Bye then.

Notes: fairly free –досить вільний

2. A Good morning, The Fashion House. How can I help you?

B I’d like to speak to Cristina Lopes, extension 4191, please.

A Thank you. Who is calling, please?

B It’s Sally North from Medison.

A Thank you. I’m putting you through… Hallo, I’m afraid she’s engaged at the moment. Will you hold or can I put you through to her voice mail?

B Um, would you be able to take a message for me, please? I’m in a bit of a hurry.

A Yes, certainly.

B The thing is, I should be meeting Ms Lopes at 2 p.m., but something’s come up. My plane was delayed, and I’ve got to reschedule my appointments. If possible, I’d like to meet her tomorrow, preferably, in the morning. Could she call me back here at the hotel, please, to confirm?

A Certainly, what’s the number?

B It’s 020 7855 3814, and I’m in room 611. I’ll be leaving the hotel soon, so if she can’t call me back within the next half an hour, I’ll call her again this morning. Is that OK?

A Right, I’ve got that. I’ll make sure she gets the message.

B Thanks for your help. Goodbye.

A Thank you. Goodbye.

10. Learn one of the dialogues by heart and role-play it with your partner.

____________

Pre- reading task.

1. Translate the sentences. Pay attention to the models with the Infinitive. Remember the models. Make up some more sentences with each of the models.

1.Organisations require their staff to answer the telephone with a formal company greeting.

2.My boss wanted me to be more efficient when speaking on the phone.

3. Let the person finish what he or she wants to say.

4. Let me check the diary.

5. What makes you lose your temper?

6. People are likely to express anger on the phone.

7. He is unlikely to ask for a rise.

2. Read and translate the text paying attention to the –ingforms and the infinitives. Remember the telephone techniques. Be ready to tell your colleagues about them.

Text B

When you deal with someone face-to-face you can get lots of information from their body language, facial expressions and gestures as well as hearing what they say and how they say it. Making a phone call is not always easy – you do not see each other and can’t make use of non-verbal factors which usually help to establish mutual understanding. When speaking over the phone on business remember telephone techniques:

• Identify yourself by giving your name and your position in the company.

• Explain the purpose of your call.

• Speak clearly and briefly.

• If you haven’t heard something say: “Sorry, I didn’t catch you” or just “I’m sorry, I didn’t understand”. It is impolite to say “Please, repeat”.

• Don’t interrupt the other person even if you think you know what he or she is going to say, let them finish what they want to say.

• Give important information, like figures, names, quantities, dates and so on, slowly and carefully.

• Note down all the important information you are given by the other person.

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