Improve your vocabulary.

A Telephones

 public telephone / payphone: phone in a public place operated with money, a credit card or a phone card.

 mobile phone, mobile(BrE) / cellphone, cellular phone, cellular(AmE): a phone you can take with you and use anywhere.

 WAP phone: a mobile phone with access to the Internet (WAP – wireless application protocol).

 extension: one of a number of phones on the same line, in a home or office.

 cordless phone, cordless: an extension not connected by a wire, so you can use it around the house or in the garden.

 pager: allows you to receive written messages.

 webcam: a camera attached to a computer and phone line, so that two people talking on the phone can see each other.

 Webcams and videophones enable videoconferencing: holding a meeting with people in different locations.

 videophone: a special phone with a screen so you can see the other person.

B Phone, call and ring.

to call someone BrE: to ring someone , to ring up someone,

to phone someone to ring someone up, to give someone a ring

to telephone someone Informal BrE: to give someone a bell, to give

someone a buzz

AmE: to call someone, to call up someone, to call

someone up.

C Usage note.

Telephone can be used as a noun or a verb, as can the short form phone which is four times more common in spoken English. If someone phones you, you have or receive a call (not a telephone) from them. If you want to phone a friend or call them (or ring them up, give them a ring / call), you dial their (phone) number. If you are phoning long distance, you will need to dial the code (BrE)/ area code (AmE) for the region or country where they live as well as their local number. All these numbers are found in the phone book or directory (BrE) or by phoning directory enquiries(BrE)/ information (AmE).

If you have a problem getting through to the person you are phoning, you may ring the operator for help. When you phone someone, their phone will ring, and if they are at home they will answer by picking up the phone (or technically the receiver, or on cordless phones the handset).

If they are busy they may ask you to phone / call / ring back later or to hold on, or more officially and in American English hold (wait).

If they do not want to speak to you, or have finished speaking to you, they may hang up (=replace the receiver or switch off the handset).

If someone is already on the phone when you call them, their number is engaged (BrE) / busy (AmE).

If someone does not want to receive any calls, they may the leave their phone off hook (=the receiver is not in its proper place) so that no calls will get through. A telephone in a public place is a public phone or payphone, often placed in a phone / call box (BrE) or phone booth (AmE).

Remember: we use ‘to phone a place or a person’, ‘to be on the phone to someone’.

D Check your vocabulary.

Translate the following words and word combinations into the Russian language:

1. to have a call ………………………………………………………………

2. to receive a call ……………………………………………………………..

3. to ring someone up ……………………………………………………………

4. to dial the number …………………………………………………………..

5. to dial the code …………………………………………………………………

6. a directory or a phone book ………………………………………………….

7. local number ……………………………………………………………….

8. to get through ……………………………………………………………….

9. to pick up the phone (receiver) ……………………………………………

10. to call back ……………………………………………………………….

11. to hold on ……………………………………………………………….

12. to hang up ……………………………………………………………….

13. to be on the phone ……………………………………………………..

14. the number is engaged …………………………………………………..

15. the number is busy …...................................................................................

16. to receive calls ……………………………………………………………..

17. to leave the phone off hook ……………………………………………….

18. no calls get through ……………………………………………………….

19. a public phone ………………………………………………………………

20. to phone a place or a person ………………………………………………..

E. Read the following word combinations. Do the translation of the words below.

Then decide which of the verbs in a) fit best in the sentences in b).

a) 1 be over - ………………………………………..

2. call back - ……………………………………….

3. cut off - ………………………………………..

4. get through - ……………………………………….

5. give up - ……………………………………….

6. hang up - ……………………………………….

7. hold on - ……………………………………….

8. look up - ………………………………………..

9. pick up - ……………………………………….

10. put on - ……………………………………….

11. put through - ………………………………………

12. hold on - ………………………………………

b) 1. The phone’s ringing .Why don’t you ………..the receiver?

2. Mrs. Scott isn’t available at the moment. Can you ………………….. later?

3. Can you ………………….Ms. Dumas’s number in the directory please?

4. I’m afraid she’s with a client, shall I ……………….you …………….to her secretary.

5. I’m sorry about that. I’m glad you’re still there. We must have been for a moment.

6. Mr. Green never seems to be in the office. I’ve been trying to him all morning.

7. Could you …………………….for a moment, I’ll just find out for you.

8. Is Graham there? If so, could you ……………………..him please?

9. If the telephonist says “Thank you so much for calling “ and plays me that awful electronic music, I’ll ………………… .

10.You’ll never get New York at this time of day, If I were you, I’d ……………….

…………………………………. .

11.If an American telephonist asks “Are you through?”, she wants to know if your

call ……………….. .

Task 1. Read the talking of Clare Macey, a director of Inter Marketing, suggesting ways to prepare for telephone calls. Then do the task given below.

If I am making a call, prediction is one thing. I have to try to guess what the other person might say – or ask. I think a lot of it is subconsciously really – it’s a subconscious preparation. But there are more conscious things too, like getting together any information I need, having the right file nearby, my diary, notepaper, a pen and also I might need some particular stuff on the computer screen. All that – what you call desk preparation – is important. Then in addition there’s specific things like checking recent correspondence, knowing exactly what’s going on – knowing what we ought to be doing- so understanding the situation or the relationship. Then finally, I would say that part of the preparation needs to be –if you’re making the call – you have to think about your objectives, what you want from the call, what you may need to ask or need to say. All that should be clear in

your mind. So, in conclusion, I’d stress that it’s terrible if you’re not prepared – it sounds unprofessional and it wastes a lot of time too.

Check your understanding.

What suggestions does Clare Macey make? Write them down below.

1.……………………………………………………………………………………2……………………………………………………………………………………………………………………………………………………………………….

3…………………………………………………………………………………………………………………………………………………………………………..

4 ……………………………………………………………………………………

…………………………………………………………………………………….

5 ……………………………………………………………………………………

……………………………………………………………………………………..

6 ……………………………………………………………………………………

……………………………………………………………………………………...

MAKING A CALL

Task 2. Read the following conversations. Compare the styles of the callers in the two conversations you have read. How are they different?

A.

Call a).

Media: Hello, Media Publishing, good morning.

Gerda Hoeness: Hello. My name’s Gerda Hoeness, from Frankfurt. I’d like

to speak to Mr. Stefan Pavlov please.

Media: I’m sorry – Mr. Pavlov is not here at the moment. Could I

have your name again, please?

Greda Hoeness: Yes, Greda Hoeness, that’s G-R-E-D-A- Greada,

and Hoeness, spelt H-O-E-N-E-S-S.

Media: Yes, Ms Hoeness, from Frankfurt?

Gerda Hoeness: That’s right. Could you ask him to call me when he’s got

a moment?

Media: Yes, I’ll ask him to do that. Does he have your number?

Gerda Hoeness: Yes, I think so, but in any case it’s 49-69-75-45-22.

Media: I’ll repeat that – 49-69-75-45-22.

Gerda Hoeness: Correct.

Media: Okay, thanks for calling. Mr. Pavlov will call you later today

Gerda Hoeness: Oh, that’s very good. Many thanks.

Call b).

Assistant: Hello, Harris & Co, how can I help you?

Michael: Hi, Michael Horgan here from Baylis in Miami. Is Mari

Jeangeorges there?

Assistant: I beg your pardon? Who would you like to speak to?

Michael: Mari Jeangeorges. Is she there?

Assistant: Who’s calling, please?

Michael: Michael Horgan

Assistant: I’m sorry, Mrs. Jeangeorges has already left the office today.

Shall I ask her to call you tomorrow?

Michael: No, it’s okay. I’ll send her an e-mail.

Assistant: Oh, okay. That’ll be fine. Do you have her address?

Michael: Yeah, no problem. I’ll email her. Bye for now.

B.Comment on the effectiveness and politeness of the different speakers in calls a) and b). Are they = polite, efficient, rude. helpless, brief or helpful?

Taking and leaving messages

Task 4. Read the conversations (a, b) again and complete the message pad for each as shown below.

Call a)

P H O N E M E M O	TO					DATE			TIME
	FROM					AREA CODE NO. EXT.
	OF
	M E S S A G E
								SIGNED
	PHONED	CALL BACK	RETURNNED CALL	WANTS TO SEE YOU	WILL CALL AGAIN		WAS IN			URGENT

Call b)

TELEPFONE MESSAGES
To	Date
From	Time
Of	Phone /
	area code / number
Message
Signed ___________________

A “COLD CALL”

Task 1. Read the following conversation between Dominique Person and Walter

Barry and guess what “a cold call” means.

Dominique Person is Personal Assistant to Jacques Le Grand, Production

Controller in Compagnie Tarbet Garonne (CTG), A Canadian

manufacturer of paints and varnishes. M. Le Grand has asked not to be disturbed by unsolicited sales calls. Walter Barry from Dallas, Texas would like to speak to M. Le Grand.

Answer the questions about the conversation below.

1. What is Dominique trying to do? What is her objective?

2. What suggestion does Dominique Person finally make to a caller?

CTG: Bonjour, ici la CTG.

Walter Barry Good morning, Walter Barry, here, calling from London.

Could I speak to M. Le Grand, please?

CTG: Who’s calling, please?

Walter Barry: I’m sorry – Walter Barry, from London.

CTG: What is it about, please?

Walter Barry: Well, I understand that your company has a chemical

processing plant. My own company, LCP, Liquid Control

Products, is a leader in safety in the field of chemical

processing. I would like to speak to M. Le Grand to discuss

ways in which we could help CTG protect itself from

problems and save money at the same time.

CTG: Yes, I see. Well, M. Le Grand is not available just now.

Walter Barry: Can you tell me when I could reach him?

CTG: He’s very busy for the next few days – then he’ll be away

in New York. So it is difficult to give you a time.

Walter Barry: Could you ask him to ring me ?

CTG: I don’t think I could do that – he’s very just now.

Walter Barry: Could I speak to someone else, perhaps?

CTG: Who in particular?

Walter Barry: A colleague, for example?

CTG: You are speaking to his Personal Assistant. I can deal with

calls for M. Le Grand.

Walter Barry: Yes, well …. Could I ring him tomorrow?

CTG: No, I’m sorry he won’t be free tomorrow. Listen, let me

suggest something. You send us details of your products and

services, together with references from other companies and

then we’ll contact you.

Walter Barry: Yes, that’s very kind. I have your address.

CTG: Very good, Mr. …..er..

Walter Barry: Barry, Walter Barry from LCP in London.

CTG: Right, Mr. Barry. We look forward to hearing from you.

Walter Barry: Thank you. Goodbye.

CTG: Bye.

DISCUSSION.

Answer the following questions:

1.What is a ”cold call”?

2. How does Dominique Person handle the caller?

(rude, helpless, consistently forgets the caller’s name, waste time, doesn’t know the subject)

3. Write down the phrases used by Dominique Person to block the caller. There should be seven of them.

a) ……………………………………………………………………………

b) ……………………………………………………………………………

c) …………………………………………………………………………….

d) …………………………………………………………………………….

e) …………………………………………………………………………….

f) …………………………………………………………………………….

g) …………………………………………………………………………...