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191
sure you inform the people on the line with you that you are using a
speakerphone, and if they seem apprehensive, explain why it is necessary.
Speakerphones are also useful for conference calls. If you are leading a
speakerphone meeting with a number of people, allow each person to introduce
himself or herself, to help the listeners match a name to a voice.
"In conference calls, always identify yourself by name and never rely solely on
voice recognition," said Lena Bottos, compensation market analyst for
Salary.com. "Always preface your comments with an introduction."
Silent partners
Conference calls provide unique opportunities for colleagues to
communicate with one another. For example, it is not unusual for conference
calls to include one or more silent listeners, who may or may not be introduced.
Their objectives vary considerably, from training and monitoring to evaluating
and getting strategic insights. Never assume your business telephone call is a
confidential conversation between you and the people who introduce themselves
on the other line.
Another silent strategy for conference calls is to use email, whiteboards,
or instant messaging software to communicate with other participants on the
call. This can be advantageous, for instance, when a silent partner wishes to
prompt a speaker to say something in particular. If you are using such signals,
however, be careful not to distract the other party by the sound of typing, nor to
alienate the other party with your surreptitious strategizing.
Tolerant neighbors
When using the telephone at work, don't forget about the people around
you who aren’t taking part in the conversation. If you can, shut your office door
or warn your cubicle neighbors before making speakerphone calls, as a person's
speaking voice tends to increase in volume when using remote technology.
Headset etiquette
In many offices, people whose job involves considerable telephone work
use a special hands-free headset-type telephone. This technology frees these
workers to walk around the office with the ergonomically friendly device.
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If you use this type of telephone, be careful not to bring your
conversations into parts of the office where they do not belong. Many office
workers can relate stories of coworkers walking up and down the halls seeming
to talk to themselves. Be sensitive to the acoustics of the area in which you are
conducting business, and to your coworkers' work spaces.
If you work with people who use hands-free telephones, develop a way of
ascertaining quickly whether they are on a call before beginning a conversation
with them.
When to say no
Learn how to use the "do not disturb" function on your phone, or lower
the ringer if you to have a meeting in your office that you don't want to interrupt.
A ringing telephone can create quite a disturbance in a sensitive meeting. Also,
if you want to focus on a particular project - say you've got a deadline and you're
not expecting any important calls - you can disable your ringer so that your calls
go straight to voice mail.
However, don't hide behind your voice mail. Technology makes it quite
feasible to keep people at bay indefinitely. But if people begin to think you
never answer your phone, they will stop calling, which could adversely affect
business relationships.
Have a nice day
At the end of each call, thank your caller or the person you called for his
or her time, and hang up with a pleasant goodbye.
Telephone Tips
Good manners are good for business, while great manners can set you
apart. If you're under stress or in a hurry, it's easy to let your guard down and fail
to observe the basics. But if you take a deep breath before you call, good
manners can actually get you the results you want - faster. Here's a rundown of
some quick tips to brush up on your phone manners and phone style.
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Phone strategy
Treat the call as if it were a meeting - have a purpose, and an agenda.
Decide what you'll do if someone answers other than the person you're
calling. Would you prefer to leave a message, go to voice mail, or call
back later?
If you're on a scheduled call, be at your desk at the appointed time.
Learn the names of the people who answer the phones at the numbers
you call most frequently. Speak pleasantly to them, and if you talk to
them very frequently, send them a card or gift on their birthday or over
the holidays.
Do's and don'ts
Don't type or shuffle papers while you're on the phone - it suggests that
you're not listening to the caller.
If you have to put the phone down, do it gently to spare your caller's
ear.
Rid your mouth of food, gum, cough drops, or candy before talking on
the phone - the receiver amplifies your noshing.
If you have to sneeze or cough, turn your head and cover your mouth -
and the receiver.
Speak directly into the receiver - don't bury it in your shoulder or neck.
If you dial the wrong number, explain yourself and verify the phone
number so you don't repeat the call. Don't hang up; that's just rude.
Cut down on the background noise when taking or making a call.
Radios, televisions, and even computer bings and bleeps can be
distracting over the phone.
Taking messages
Record the time and date the call came in.
Verify the caller's name, company name, and phone number.
Initialize the message, so if the person who received the message has
any questions, he or she can contact you.
Get a short statement about the caller's intent.
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Practice Correspondence
Here are four dialogues focusing on English you'll need at work for
answering the phone, or taking care of other daily business tasks. Each dialogue
includes a key vocabulary section, as well as a follow-up comprehension quiz.
Choose the correct answer to these questions based on the dialogue. Each
question has only one correct answer.
Deliveries and Suppliers
Susan: Doug, can I talk with you for a moment?
Doug: What can I do for you Susan?
Susan: I'm concerned about the delays we're experiencing with some of our suppliers.
Doug: We're doing everything to get back on schedule.
Susan: Could you give me an approximate timeline?
Doug: A number of deliveries are arriving tomorrow. Unfortunately, this time of year is often
troublesome.
Susan: That's not good. We can't make excuses to our clients. Are all shipments affected?
Doug: No, but it is summer and some companies are cutting back until September.
Susan: Where are most of our suppliers located?
Doug: Well, most of them are in China, but there are a few in California.
Susan: How does that affect deliveries?
Doug: Well, there are weather delays and shipment delays due to reduced production.
Sometimes, larger packages are delayed because of a bottleneck at the distribution point.
Susan: Is there any way around these delays?
Doug: Well, we often work with delivery services such as UPS, Fed ex or DHL for our most
urgent shipping. They guarantee door-to-door deliveries within 48 hours.
Susan: Are they expensive?
Doug: Yes, they're very expensive at that cuts into our bottom line.
Key Vocabulary
delay
supplier
to get back on schedule
timeline
delivery
shipment
to cut back
to make excuses
increased / reduced production
package
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bottleneck
distribution point
bottom line
to cut into
Check your understanding with this multiple choice comprehension quiz.
Q: Why is Susan concerned?
1. They're delaying shipments to suppliers.
2. They're experiencing delays from suppliers.
3. They're back on schedule.
Q: What are they doing?
1. Trying to get back on schedule
2. Not worrying about the problem
3. Taking legal action against the suppliers
Q: Which excuse does Doug give?
1. That the suppliers are unreliable.
2. That the time is year is often troublesome
3. That they changed suppliers.
Q: Where are most of the suppliers located?
1. In California
2. In Japan
3. In China
Q: Which is NOT a reason given for the delays?
1. Weather delays
2. Reduced production
3. Payment difficulties
Q: How do they sometimes resolve these problems?
1. They change suppliers.
2. They use delivery services.
3. They manufacture their own products.
Taking a Message
Receptionist: Janson Wine Importers. Good Morning. How can I help you?
Caller: Could I speak to Mr Adams, please?
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Receptionist: Who's calling please?
Caller: This is Anna Beare.
Receptionist: Sorry, I didn't catch your name.
Caller: Anna Beare. That's B E A R E
Receptionist: Thank you. And where are you calling from?
Caller: Sun Soaked Vineyards
Receptionist: OK Ms Beare. I'll try and put you through. … I'm sorry but the line's busy.
Would you like to hold?
Caller: Could I leave a message?
Receptionist: Certainly.
Caller: Could you tell Mr Adams that our shipment will be postponed and that the 200 cases
ordered should arrive next Monday.
Receptionist: Shipment delayed … arriving next Monday.
Caller: Yes, and could you ask him to call me back when the shipment arrives?
Receptionist: Certainly. Could you give me your number please?
Caller: Yes, it's 503-589-9087
Receptionist: That's 503-589-9087
Caller: Yes, that's right. Thanks for your help. Goodbye
Key Vocabulary
to catch a person's name
to be busy / to be engaged
to hold the line
to leave a message
shipment
to postpone
to be delayed
to call someone back
Check your understanding with this multiple choice comprehension quiz.
Q: Who would the caller like to speak to?
1. The receptionist
2. Anna Beare
3. Mr Adams
Q: Which company does the caller represent?
1. Jason Wine Importers
2. Sun Soaked Vineyards
3. Beare consulting
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Q: Is the caller able to complete her task?
1. Yes, she speaks with Mr Adams.
2. No, she hangs up.
3. No, but she leaves a message.
Q: Which information does the caller wish to leave?
1. That they haven't received their shipment yet.
2. That there is a short delay in the shipment.
3. That the wine was of poor quality.
Q: What other information does the receptionist ask for?
1. The time of day
2. The caller's telephone number
3. They type of wine shipped
Placing an Order
on the telephone
Jane Tegal: Hello, this is Jane Tegal from Excellerator Co. calling. May I speak to Mr.
Mitchell?
Arthur Mitchell: Hello Ms Tegal, this is Arthur Mitchell.
Jane Tegal: Hello, I'd like to place an order for a number of your Millennium desk units.
Arthur Mitchell: Certainly. How many were you interested in ordering for purchase?
Jane Tegal: Quite a few. Do you have many available in the warehouse?
Arthur Mitchell: We keep a large supply in stock. There's also a showroom with quite a few
on hand. It shouldn't be a problem.
Jane Tegal: Well then. I'd like 75 units by the end of the month. Could I get an estimate
before place an order?
Arthur Mitchell: Certainly, I'll have it for you by the end of the day.
Jane Tegal: What does the estimate include?
Arthur Mitchell: Estimates include merchandise, packaging and shipping, duty if required,
any taxes and insurance.
Jane Tegal: Do you ship door-to-door?
Arthur Mitchell: Certainly, all shipments are door-to-door. Delivery dates depend on your
location, but we can usually deliver within 14 business days.
Jane Tegal: Thank you for your help.
Arthur Mitchell: My pleasure. You can expect an e-mail by 5 this afternoon.
Key Vocabulary
unit to place an order
warehouse
to purchase
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to be available
supply
in stock
showroom
to be on hand
estimate
door-to-door shipping
to depend on something
location
Check your understanding with this multiple choice comprehension quiz.
Q: What is Jane calling about?
1. To make a complaint
2. To place an order
3. To replace some stock
Q: Which type of merchandise is she interested in ordering?
1. Desk units
2. Computers
3. Paper
Q: Does Arthur think there will be a problem filling the order?
1. Yes, they don't have many units on hand.
2. No, they keep a large supply in stock.
3. Yes, they keep a small supply in stock.
Q: What would Jane like before placing the order?
1. Delivery dates
2. An estimate
3. A sample desk unit
Q: What type of shipments do they provide?
1. Air
2. Door-to-door
3. Overland
Q: How long does it usually take to deliver?
1. More than 14 days
2. Within 14 business days
3. No more than 14 days
199
Directions to a Meeting
Mark: Linda, do you know how to get to Daniels Co.? I've never been there before.
Heather: Are you driving or taking the subway?
Mark: The subway.
Heather: Right. Take the no. 9 from West 72nd street. Get off at Times Square and change to
the shuttle. Go across town and get off at Grand Central station. Go above ground and walk
north on Park Avenue.
Mark: Just a moment, let me write this down!
Heather: Take the no. 9 from West 72nd street. Get off at Times Square and change to the
shuttle. Got it?
Mark: Yes, thanks. Now, once I get to Times Square, which train do I take?
Heather: Change to the shuttle. Go across town and get off at Grand Central station. Go
above ground and walk north on Park Avenue.
Mark: Can you repeat that?
Heather: Change to the shuttle. Go across town and get off at Grand Central station. Go
above ground and walk north on Park Avenue.
Mark: Thanks Heather. How long does it take?
Heather: It takes about a half an hour. When is your meeting?
Mark: It's at nine. I'll leave at eight-thirty.
Heather: That's a busy time of day. You should leave at eight.
Mark: OK. Thanks Heather.
Heather: No problem.
Key Vocabulary
to get to somewhere
to take the subway
to change to another train
to go across town
to get off
to go above ground
to walk north / south / west / east
to take time
a busy time of day
Check your understanding with this multiple choice comprehension quiz.
Q: How is Mark going to the meeting?
1. By taxi
2. On foot
3. By subway
200
Q: Which subway station does he get on the subway at?
1. West 72nd street
2. Times Square
3. Grand Central station
Q: Which station does he want to arrive at?
1. West 72nd street
2. Grand Central station
3. Times Square
Q: Where does he transfer subway trains?
1. West 72nd street
2. Times Square
3. Grand Central Station
Q: How long does it take to get there?
1. 10 minutes
2. About thirty minutes
3. An hour
Q: Why should Mark leave early?
1. Because he doesn't have directions.
2. Because he's going on foot.
3. Because it's a busy time of day.
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