ENGLISH FOR BUSINESS COMMUNICATION

МИНОБРНАУКИ РОССИИ Федеральное государственное бюджетное образовательное учреждение

высшего профессионального образования «Омский государственный технический университет»

АНГЛИЙСКИЙ ЯЗЫК ДЛЯ ДЕЛОВОГО ОБЩЕНИЯ

ENGLISH FOR BUSINESS COMMUNICATION

Методические указания по английскому языку для студентов всех специальностей и направлений

Омск Издательство ОмГТУ

2014

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MODULE 1. Telephone Language

I. Прочитайте пояснение 1 к диалогу 1 и дайте ответ на вопрос:

1. Why is telephoning difficult in another language?

Пояснение 1.

Telephoning in a language you’re learning isn’t easy. In a foreign language it is surprisingly difficult actually. That’s because we rely a lot on facial expressions, on gestures, even on lip reading to help us to understand what the other person is trying to communicate. At work we have to use the phone all the time, telephoning is a really vital part of your working life. Business runs by the telephone. At one time it was just that people were on the phone in offices, but now they’ve got mobile phones as well, so they’re on the telephone on the train, at airports, in their car, telephoning is everywhere. Of course over the past 15-20 years, email has become more and more important and so some people are using e-mail where in the past they might have made a phone call. But we can’t escape the fact that telephoning is a fantastically important skill for anyone in business to master.

II. Прочитайте и переведите диалог 1.

1.Michelle: Hello, you’ve reached the marketing department. How can I help? Man: Yes, can I speak to Rosalind Wilson, please?

Michelle: Who’s calling, please? Man: It’s Richard Davies here.

Michelle: Certainly. Please hold and I’ll put you through. Man: Thank you.

2.Michelle: Hello, marketing. How can I help?

Man: Could I speak to Jason Roberts, please?

Michelle: Certainly. Who shall I say is calling?

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Man: My name’s Mike Andrews.

Michelle: Just a second – I’ll see if he’s in. (Hello, Jason! I’ve got Mike Andrews on the phone for you …). OK. I’ll put him through. Hang on a moment. I’m just putting you through.

III. Найдите в диалоге 1 вопросительные предложения и определите их стиль (официальный/неофициальный).

IV. Прочитайте пояснение 2 к диалогу 1 и дайте ответы на вопросы:

1.What is the standard way of beginning any kind of business transaction?

2.What is the standard way of asking a caller to wait on the phone?

Пояснение 2.

First of all let’s look at the phrases used by the receptionist, by the person answering the phone. She actually said: “You’ve reached the marketing department”, which is quite a formal way of answering the phone. You’ll also hear people say “You’re through to marketing”, or indeed they may pick it up and say “marketing”. Obviously there she is giving the name of her department. In certain cases the receptionist might pick up the phone and give the name of the company. If you’re answering the phone as an individual, rather than as a representative of a company, you would probably pick up the phone and give your name – “Hello, David Evans”, for example. The receptionist in the call then went on and said “How can I help?” – which is the standard way of beginning any kind of business transaction – be it on phone or indeed even in the shop. When the receptionist asked who the callers were, what did she say? Again she used another standard telephone phrase “Who’s calling please?”. The second time we read “Who shall I say is calling?”. And then while she was trying to connect the callers she asked them to wait. She said “Please, hold” and the second time “Hang on a moment”.

Again, both are standard ways of asking a caller to wait on the phone. And then when she managed to make the connection she said “I’ll put you through” meaning “I’ll connect you”.

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V. Прочитайте и переведите диалог 2. Обратите внимание на стиль.

Claire: Hello, finance department.

Female: Hello, can I speak to Adrian Hopwood please? Claire: I’m afraid he’s in a meeting at the moment. Can I help?

Female: No, I need to talk to Mr Hopwood I think. What time will he be out of the meeting?

Claire: In about an hour. Can you call back later? Female: Okay I’ll do that.

Claire: Or can I take a message?

Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back.

Claire: Can I take your number, please? Female: Yes, it’s 5556872.

Claire: 5556872. Okay, I’ll make sure he gets the message. Female: Thanks very much for your help, bye!

Claire: Goodbye!

VI. Ответьте на вопрос к диалогу 2:

1. What are the best phrases to use when you can’t put callers through to people that they want to speak?

VII. Прочитайте пояснение 3 к диалогу 2 и составьте список выражений, которые можно использовать, чтобы объяснить отсутствие сотрудника в офисе.

Пояснение 3.

So when the person answering the phone said that Adrian Hopwood was unavailable, what phrase is used? It is the phrase “I’m afraid he’s in a meeting” and

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you’ll hear that a lot on the telephone. We are not always sure that the people actually are in meetings, it’s just become a standard excuse for not coming to the telephone. Anyway, that phrase “I’m afraid” is used an awful lot on the telephone, and it can go with all sorts of other phrases:

“I’m afraid … he’s out of the office all day”, “I’m afraid … she’s on another line”,

“I’m afraid … she can’t come to the phone”.

Then the receptionist asks the caller to call back later. Then she thinks again about it and she offers to take a message and using the phrase “Can I take a message?”. And she asks for the number “Can I take your number?”. All pretty straightforward, standard language is there. But If you are in a situation where the person hasn’t offered to take a message, you can always use the phrase “Can I leave a message?” and make sure that you get your message through that way.

VIII. Прочитайте и переведите диалог 3. Обратите внимание на фразы, используемые в ситуациях, когда неправильно набран номер.

Диалог 3. A Male & Michelle and a Male & Ruth

1. Male: Hello, this is the press office. Michelle: Rachel Allsop, please.

Male: I’m sorry, you must have the wrong number. There’s no one of that name

here.

Michelle: Oh. Can I check the number I’ve got… is that not 5568790? Male: No, it’s 5558790.

Michelle: Oh sorry about that. I must have dialed the wrong number. Male: No problem! Bye!

2. Male: Hello, press office, can I help you? Ruth: Hello. Paul Richards, please.

Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and put you through. In future his direct number is 5558770.

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Ruth: Did I not dial that? Male: No, you rang 5558790.

Ruth: Oh, sorry to have troubled you.

Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension.

Ruth: Thanks.

IX. Прочитайте пояснение 4 к диалогу 3 и дайте ответ на вопрос:

1. Why is apologizing important?

Пояснение 4.

So we had two calls there. Two wrong numbers. How was that established very quickly at the beginning of the conversation? The person taking the call said in the first case, “I’m sorry, you must have the wrong number”. In the second case it is said “I’m sorry you’ve got the wrong number”. So, the English is really very easy to deal with that but obviously it’s important that you don’t forget to say “I’m sorry”. They do a lot of apologising on the telephone:

“I’m afraid you’ve got the wrong number”, “I’m sorry you’ve got the wrong number”.

It’s important because it establishes a friendly relationship and it ensures that you don’t sound too aggressive. And if you’re the caller, it’s also a good idea to offer a quick apology too.

X. Прослушайте фрагменты диалогов, представленных выше, кото-

рые размещены в Интернете по адресу: http://http-ws.bbc.co.uk.edgesuite.net/ mp3/learningenglish/2009/03/090309_bltg_telephone1_audio_au_bb.mp3

XI. Сделайте телефонный звонок. Представьте, что человек, которому вы звоните, отсутствует или вы набрали неправильный номер.

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MODULE 2. Making Arrangements

I. Прочитайте пояснение 1 к диалогу 1 о наиболее полезных выражениях, используемых на рабочем месте в офисе, и ответьте на вопрос:

1. Why is it so useful to have quick expressions for situations like arranging appointments and booking flights and accommodation?

Пояснение 1.

This time we’ll be looking at making arrangement such as arranging appointments and booking flights and accommodation? Why is it important? It’s because when we make arrangements we want to make sure that we are communicating clearly, quickly and efficiently. After all making arrangements can be complicated enough, without having to struggle to find the write English phrase.

II. Прочитайте и переведите диалог. Выделите выражения, используемые при назначении встречи.

David: Education Department.

Rachel: Hi David, it’s Rachel. Can I speak to Jenny please?

David: Oh, hi Rachel, I’m sorry she’s on the other line right now, can I help? Rachel: Well actually I’m phoning to arrange an appointment. She wanted to see

me about the schools project towards the end of this week, I think she said.

David: Okay, let me see … (consults the diary). How about Thursday morning? Rachel: I can’t make it in the morning, I’m afraid. I’m over at the other site. Can

Jenny do the afternoon?

David: No, she’s got a meeting for most of the afternoon. What about Friday then?

Rachel: Sure. Some time in the morning?

David: Yes, I think the best time would be about 11.

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Rachel: Fine by me. So 11 a.m. this Friday.

David: It’s in the diary, Rachel. See you then!

Rachel: Will do. Thanks David, bye!

III. Подчеркните фразы, с помощью которых можно прийти к соглашению, и ответьте на вопрос:

1. Do Rachel and David succeed?

IV. Прочитайте пояснение 2 к диалогу 1 и ответьте на вопрос:

1. What are the short phrases the caller and the secretary used when they were discussing possible times for the appointment?

Пояснение 2.

You see that the appointment’s finally made, but only after a lot of discussion! At the beginning, the caller said “I’m phoning to arrange an appointment”. Now the first half of that sentence is a very useful phrase “I’m phoning to”, you can use it in all sorts of contexts:

“I’m phoning to enquire about …”,

“I’m phoning to book a hotel room” and in this case “I’m phoning to arrange an appointment”. Arrange is a verb you’ll often hear in this type of situation. You can arrange an appointment or arrange a meeting. Anytime where two or more people come together “arrange” is a very useful verb for you. Then we met two short phrases to suggest the times or suggest the date: “How about?” and “What about?”, “How about Thursday morning?” and then later the secretary said “What about Friday?”. We also see the expression “I can’t make it” meaning “it’s not possible for me to go to a meeting on that day”. “Make it” again is used a lot when we’re talking about arrangements: “I can make it on Tuesday” meaning “it is possible for to go on Tuesday”, “I can’t make it on Thursday” meaning that it’s not.

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V. Прочитайте и переведите диалог 2, ответьте на вопрос:

1. Is this conversation slightly more formal than the last one?

Michelle: Mr. Hibberd’s office.

Peter: Hello, can I speak to Brian Hibberd, please?

Michelle: I’m afraid he’s in a meeting until lunchtime. Can I take a message? Peter: Well, I’d like to arrange an appointment to see him, please. It’s Peter

Jefferson here.

Michelle: Could you hold on for a minute Mr. Jefferson. I’ll just look in the diary. (pause, rustle). So when’s convenient for you?

Peter: Some time next week if possible. I guess he’s away the following week. Michelle: Yes, that’s right, he’s on holiday for a fortnight.

Peter: Well, I need to see him before he goes away. So would next Wednesday be okay?

Michelle: Wednesday …let me see … he’s out of the office all morning. But he’s free in the afternoon, after about 3.

Peter: 3 o’clock is difficult. But I could make it after 4.

Michelle: So shall we say 4.15 next Wednesday, in Mr. Hibberd’s office? Peter: Yes, that sounds fine. Thanks very much.

Michelle: OK then, bye.

VI. Ответьте на вопрос к диалогу 2:

1. Is the language of this conversation similar to the previous one?

VII. Прочитайте пояснение 3 к диалогу 2 и выделите фразы для менее официального телефонного разговора.

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