Exercise 9. Cell-phone Etiquette
Etiquette is in essence about proper conduct and presenting yourself favourably. Demonstrating good etiquette is important if one seeks to be successful. An area in which this is essential is the business phone call.
Read the text below. Choose the best word to fill each gap from A, B, C or D below. There is an example at the beginning. 0).
Practice good cell-phone etiquette. Sure cell phones are 0)___C___, but they can also be incredibly annoying. Here's a crash course in cell-phone etiquette.
There's nothing more annoying than being interrupted by that shrill musical 1)_______in the middle of a lunch meeting. Except maybe having your lunch put on hold with a muttered, “Hang on a second... Hello?” Cell phones have changed the way we 2)_______. They bring private acts – conversations between two people – into 3)_______ places. There is no phone 4)_______, no shield between the talker and the world around him. Here's how to handle this new technology in a business environment.
Despite the obvious advantages of a mobile phone, the rule of 5)_____ is to use the same etiquette you would on a standard business phone line, says Jane Watson, of J.Watson and Associates in Toronto. If you wouldn't stand up and leave the room to place a call in the middle of a meeting, then you'd better turn your cell phone off in that same meeting. Otherwise you've become one of those 6)_______ who thrives on the instant gratification and ego-stroking of being in demand, says Watson, who has advised organizations including the City of Kingston, Bombardier and Hudson's Bay Company on business communications.
And there are other ugly habits to watch 7)_______, too. “I know some people who use their cell phones as watches,” says Watson. “So not only do they have to leave the machines on so that they know what time it is, but they're constantly looking down at their waists.”
“Cell phones are sort of a double-edged sword,” says Watson. “It's handy if you're on the road because people can 8)_______ you at all times. However, if I call someone, the first thing I have to tell them is that I'm on my cell phone, in case the signal fades and we 9)_______ contact.”
To minimize annoyance on the other end of the line, speak slowly so important information doesn't fall through the cracks in the connection. Keep your message brief and repeat your phone number twice, just in case. And if you're in meetings all day, include on your 10)_______ the hours when you can be reached in person, or when you will return messages.
0. A. suitable B. comfortable C. convenient D. handy
A. call B. ring C. sound D. noise
A. cooperate B. interact C. interplay D. influence
A. office B. busy C. general D. public
A. booth B. both C. stand D. cabin
A. finger B. thumb C. practice D. acting
A. followers B. addicts C. fools D. adherents
A. for B. in C. out D. off
A. get B. connect C. reach D. rich
A. fail B. miss C. loose D. lose
A. voicepost B. voicemail C. soundmail D. soundpost
Discussion questions.
Where is it prohibited to use cell phones in Ukraine? Why?
Where else would you suggest banning the use of cell phones? Why?
Exercise 10. Basic Vocabulary Quiz
a) What of the three expressions (a, b or c) means the same as the given expression?
1. Hold on, please.
a. Would you like to hang about?
b. Would you like to hang up?
c. Just a moment, please.
2. I'm putting you through.
a. I'll connect you now.
b. I'm putting you on hold now.
c. I'm letting you through.
3. You're breaking up.
a. You don't sound well.
b. I can't hear you very well.
c. You're divorced.
4. Are you Mr. Smith?
a. Mr. Smith speaking?
b. I speak with Mr. Smith?
c. Is that Mr. Smith?
5. She's not available at the moment.
a. She's speaking to another phone.
b. She speaks on the other phone.
c. She's on another line.
6. Can she call you later?
a. Can she reach you?
b. Can she get back to you later?
c. Could you return the call?
7. The line's busy.
a. The line’s dead.
b. The line's engaged.
c. The line is not functioning.
8. What’s the code?
a. What’s the subscriber’s number?
b. What’s the country or area number?
c. What’s the office number?
9. What extension, please?
a. What’s the country number?
b. What’s the office number?
c. What additional number?
10. Who’s calling, please?
a. Could I have your name?
b. Who’s speaking, please?
c. What is your name?
11. Go ahead.
a. I’m ready.
b. I’ll connect you.
c. One moment, please.
12. Anything else?
a. Do you like something more to know?
b. Would you like some more?
c. Is that all?
b) Choose the best variant.
13. In British English, it's called a 'mobile', what's it called in the U.S.?
a. a handy
b. a cell phone
c. a portable
14. To tell someone who you (are on the phone), which of the following is the most natural?
a. It's Janet
b. I'm Jackie
c. Jackie speaking
15. If the connection on your mobile is not very good, you could say, 'Sorry, it's a poor _______'.
a. sound
b. signal
c. transmit
16. When I have arguments on the phone with my girlfriend, she always hangs ____ on me (puts the phone down angrily).
a. off
b. down
c. up
17. If you don't pay your phone bill, they'll cut you _____ (disconnect your phone).
a. off
b. down
c. up
18. If you want to ask the caller why he or she is calling, you say ‘_______’.
a. What are you calling for?
b. May I ask what it’s about?
c. What’s the problem?
19. If you don't understand the caller, you say ‘____’.
a. I’m afraid I don’t understand you
b. What did you say?
c. I'm afraid I didn't get that.
20. If the person the caller wants to speak to has left the office and gone home you say ‘_______’.
a. I'm afraid she's gone for the day.
b. I'm sorry, she's gone home.
c. I’m sorry, she won’t be at work.
Exercise 11. Telephoning – 2
Below you will find three jumbled extracts from the openings of telephone calls. Put each extract in the right order.
1
May I have your name, please?
Just a minute, please...Mrs. Loraine, there's a Mr. Mintoff on the line...he's phoning about their order...
Morning, I'd like to speak to Mrs. Loraine, please.
It's George Mintoff and I'm phoning about last week's order.
Blair Exports plc. Good morning!
2
Just a moment, I’ll put you through.
It’s in connection with the new order.
Howard Engineering. How can I help you?
James Harvey.
I’m sorry, I didn’t catch your name.
This is James Harvey. Could I speak to Joshua Reynolds?
Could you tell me what it’s about?
3
The reason I’m calling is to try to fix a meeting early next month.
Not too bad. So, what can I do for you?
Fine, and you?
Smith speaking.
Leslie Taylor here. Is that you Max?
Sure is. How are you Leslie?
Practice these dialogues with your partner.
Exercise 12. English at Work Quiz – Telephoning
1. If you didn't catch the person's name and must ask it again,
a. ask straight away.
b. wait until a pause in the conversation and then ask.
c. ask at the end of the conversation.
d. ask when you feel like it.
2. Before calling the company for a job application form,
a. don't bother preparing, it's only going to be a short conversation.
b. prepare as you would for an interview. They may ask you an unexpected question.
c. don't worry about preparing, you can always give them any information you need later.
d. always have your previous job application form handy.
3. According to some researchers, how much impact in spoken-word communication is visual?
a. a quarter
b. a third
c. half
d. three-quarters
4. Most people find it easier to talk on the phone when they are
a. walking
b. sitting down
c. lying down
d. standing up
5. When you're looking for a job and telephoning the company, what should your objective be?
a. To tell as much about yourself as you can.
b. To tell as little about yourself as you can, hoping they will want to find out more and invite you for an interview.
c. To leave a positive impression, of someone who's capable and efficient.
d. To get interviewed straight away, over the telephone.
6. Which of these is NOT correct? 'If you're expecting a phone call from a company concerning a potential job,
a. you should have a pen and paper handy.
b. you should answer with the number or your name.
c. you should take this opportunity to assess how business-like your possible employer is.
d. you should let the phone ring for at least a minute to show how busy you are with other things.
Exercise 13. Read the following information and then do the exercises which follow.