1. ENGLISH FOR TELEPHONING

CONTENTS

UNIT I. CONNECTING PEOPLE 5

UNIT II. MAKING AN APPOINTMENT 9

UNIT III. BOOKING BY PHONE 16

APPENDIX 22

KEYS 26

REFERENCES 31

UNIT 1. СONNECTING PEOPLE

VOCABULARY

I’d like to speak to	to put smb through.
It’s Meg speaking	to be available
Could you please ask …?	to hold
to call back	to put smb on hold
Would you like to leave a message?	to have a call on the other line
Could you spell the name, please?	How can I help?
Hold the line, please/Hang on a moment	I’ll see if he’s in
Who’s calling, please?	to make/receive a call

1. Ознакомьтесь с информацией о телефонном этикете. Прослушайте запись текста Telephone Etiquette на сайте http://www.buzzle.com/articles/telephone-etiquette.html. Дополните список основных правил этикета. Ответьте на вопросы после текста по модели.

Telephone Etiquette

It is essential to understand and follow telephone etiquette in order to avoid unpleasant situations. Here is a guide on telephone manners to be followed for a personal as well as business calls.

Although several different means of communication like the email and instant chatting or messaging are used on a wide scale today, the telephone is still a part of a person's personal as well as business life. A telephone conversation is as important as the actual face-to-face conversation and hence, one needs to be very careful while making as well as answering calls on a telephone. There are some basic rules or simply dos and don’ts that one needs to remember during a telephone conversation.

Basic Phone Etiquette

• It is considered good manners to greet the person while making or receiving call; the simplest form of greeting is 'hello'. It is not advisable (желательно) to answer calls with 'yes' as it seems rude.

• It is mandatory (необходимо) to identify yourself while making a call. Do not ever play games of 'guess who' on a telephone with a busy friend.

• Before handing the call to someone, ask the listener's permission before putting him on hold and thank him for it. (Do not keep a person 'on hold' ожидание for more than 1 minute).

• If you are the caller, have some patience when someone puts you 'on hold' as it is not always possible to find the required person on the spot.

• It is necessary to talk clearly and precisely точно with proper pauses.

• Also, make timely responses ответы as 'yes' and 'okay'.

• It is mandatory to call someone back if you have promised.

• It is not advisable to call a person before 8.00 am and after 9.00 pm.

• If you are at the receiving end кому звонят of the calls, do not hang-up until the caller does so.

• It is advisable to thank a person while ending the call. You can even say that you appreciated talking to him.

• Lastly, it is considered good manners to return telephone calls and voice messages within 24 hours.

Questions: What rule is the most difficult/easiest for you when following the phone etiquette? Why?

Model: The most difficult rule for me is to have some patience when someone puts you 'on hold' because … / The easiest rule for me is to express courtesy, because …

2. Прослушайте запись разговора по телефону на сайте http://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/1connecting.shtml и ответьте на следующие вопросы, выбрав правильный вариант ответа:

1) The department receiving the calls is ….

1. HR department

2. Marketing department

3. Sales department

4. Research and development department

2) Calling people’s names are …

1. Richard Davies and Mike Andrews

2. Rosalind Wilson and Jason Roberts

3. Richard Davies and Jason Roberts

4. Rosalind Wilson and Mike Andrews

3) Callers are willing to talk to …

1. Richard Davies and Mike Andrews

2. Rosalind Wilson and Jason Roberts

3. Richard Davies and Jason Roberts

4. Rosalind Wilson and Mike Andrews

3. Прослушайте диалоги упражнения 2 и заполните пропуски:

А

Michelle: Hello, you've reached … …. How can I help?

Male: Yes can I speak to … …, please?

Michelle: Who’s … please?

Male: It’s … … here

Michelle: Certainly. Please hold and I’ll … … ….

Male: Thank you.

В

Michelle: Hello, marketing. How … I help?

Male: Could I speak to … …, please?

Michelle: Certainly. Who shall I say is calling?

Male: My name’s… ….

Michelle: Just a second - I’ll see if he’s…. Hello, Jason, I’ve got … … on the phone for you ... OK - I’ll put him through. … … a moment, I’m just putting you through.

4. Прочтите образцы двух разговоров по телефону, определите стиль каждого из них (Formal/Informal) и выделите фразы, характерные для указанных стилей.

Диалог А	Диалог В
Hello?	Good morning. Morgan & Jones. How may I help you?
Oh, hi. Is Lucy home?	Oh, good morning. I’d like to speak to Ms Jones please.
No, she’s just popped out to the shop.	I’m afraid Ms Jones is not in at the moment.
Oh, OK. When will she be back?	When do you expect her back?
She shouldn’t be long; half an hour or so.	If she is not delayed, in approximately half an hour.
Could you get her to ring me back please?	Could you please ask her to call me back?
Sure. Who should I say called?	Certainly. Who’s calling please?
It’s Jane from the tennis club.	My name is Jane Smith. I’ve consulted Ms Jones before.
Has she got your number?	Does she have your number?
I think so, but shall I give it to you anyway?	Yes, I believe she does. However, maybe I should give it to you just in case.
Yes, best. Hang on. I’ll get a pen.	Yes, that would be best. Hold on please while I find a pen.
OK. I’m listening.	Alright. Go ahead, please.
It’s 01688 908075.	My number is 01688 908075.
So, that’s 01688 908075.	Let me read that back to you: 01688 908075.
That’s right.	That’s correct.
Sorry. What was your name again?	Sorry. I didn’t quite catch your name. Could you spell it for me please?
Jane, Jane Smith from the tennis club.	Of course. My first name is Jane: J-A-N-E, and my surname is Smith: S-M-I-T-H.
OK. I’ve written that down. I’ll get Lucy to give you a call when she gets back.	OK. I’ve made a note of that. I’ll ask Ms Jones to call you back as soon as she returns.
Thanks a lot. Bye.	Thank you very much. Goodbye.

(from Anglo-Link. Telephoning - English Conversation. You tube)