Video-conferencing to pick out

multi-function work-stations to transmit information

to exercise control overto diminish the role of the officeto talk shopto deal with enquiries/ queriesto conjure uppay slipslarcenytax evasionto be bound toto ferret out incompetenceto allow forto amount to to submit a reportcircularrecipientessentialsto make necessary adjustmentsto take on a tempto inspire subordinates

UNIT 2

TELEPHONING

THEORY

USE THE TELEPHONE EFFECTIVELY IN BUSINESS

When we use the telephone in our business transactions the communication tools available to us are very limited. The person you are communicating with cannot see you. He/she cannot read the expression on your face. If he/she doesn’t understand what you are saying, he/she cannot watch your lips. You can neither gesture nor touch your interlocutor. You cannot see the person’s reaction to what you are saying. You cannot write out anything or draw a diagram if he/she doesn’t understand your point.

You have only three communication tools at your disposal:

1. your voice; 2. your inflection; 3. your words. Therefore you must make the best of them what really isn’t that hard to do.

VOICE. Speak into the mouthpiece, not over or around it. If you do this, people can hear you and understand you much more easily. It also means that you can then speak in your normal conversational voice. Have you ever noticed how on a long distance call some people automatically raise their voices and some even shout into the phone? We are not talking about when the connection is bad; most of the time this is just human nature. You don’t have to do this if you just speak into the mouthpiece. The phone is a marvellous device, designed to carry your normal speaking voice almost anywhere in the world. So let it do its work.

INFLECTION. Some people freeze up on the telephone. They speak unnaturally, without any inflection. When they do so, the party on the other end often misses much of what they say. Instead of speaking into the instrument, forget you have it in your hand. Imagine that the person you are talking to is standing or sitting right in front of you. Speak to the person, gesture, stand, sit, pace. Be as natural as if you were carrying on the conversation in person. Your voice will then have the right inflection and convey the unspoken messages you want to convey.

WORDS. Speak distinctly, don’t swallow separate words, whole sentences and great ideas. This may mean speaking just a little slower than you would if you were talking to the other party in person. Don’t be very sophisticated. Try to use the shortest and the simplest words you can.

To the above three points we should add another one that you should try to follow whenever you are talking to anyone, in person or on the phone – CONCENTRATE. Concentrate both on what you want to say and on what the other person is saying to you. This is even more important when on the telephone than in person.

Be a great orator and the greatest listener!

If you keep the above points in mind and introduce them into practice you will find that you are getting more benefit out of your time on the phone. And the people you are talking to will feel the same way.

Prepare For Every Call.

Before you place a call, stop and think:

1. What is the purpose of the call?

2. What are the points you want to cover?

3. If you are calling for one particular reason, are there other things you should remember to cover in the same call?

4. Whom do you want to talk to?

If there is more than one point you want to cover, make a few notes and have them in front of you. If you have a lot of things to cover, make an outline. In any case be ready to take notes. Many a contract or business deal was saved because someone had kept good notes of important phone conversations.

The Phone Call Itself.

The first cue in the telephone conversation comes from the recipient of the call, who greets the caller and introduces himself and sometimes his firm. Then the caller should identify himself (and give his firm name if he feels it is necessary or helpful) not waiting to be asked. There are some exceptions to this, particularly if the caller is trying to reach someone who he knows doesn’t want to talk to him. But now we are talking about the greatest percentage of calls. Having identified himself the caller should immediately convey the sense of authority and conviction in a clear, strong voice that generally causes the person on the other end to give more attention to the call made.

If the caller is trying to reach someone he doesn’t know on the reference of someone the recipient knows, this information should be given at the start. This often saves time and sometimes gets the caller through to people the first time, particularly if the caller’s reference is important to the person he is calling.

Assuming that this is primarily or totally a business call its purpose should be stated as quickly and clearly as possible. The caller shouldn’t waste his prospect’s time with irrelevant comments or conversation before coming to the point. This, of course, can vary depending on the relationship between the caller and his interlocutor. Anyway the best bet is to come to the point before the recipient gets annoyed and worried why someone is calling him.

Once the caller has said why he is calling, he should listen and concentrate on what his interlocutor is saying. If there are any distractions, try to stop them or if it’s impossible close your eyes, no matter whether you are the caller or the recipient. If the conversation is stuffed with information, take notes – fast, brief, but complete enough so you can understand them. Read them right after the call if necessary, especially if you have to compile a document or write a letter.

Try not to interrupt the interlocutor until he has finished what he is saying, show the interlocutor courtesy and you will receive it in return. And remember – voice, inflection, words.

When you are calling a prospect to set up a meeting or to discuss something obtain and clarify all the relevant data and what is more important repeat these data at the end of the call. It is amazing how often you say one thing and the party on the other end hears another. Make every effort not to have that happen.

If you cannot reach the party you want, you have a number of things to consider. The first is to find out if the party is away, out for a while or just tied up in order to know what to undertake next: to wait, to speak to someone else, to leave a message, to call back or to ask the party to call you back.

Remember that calling back is more preferable than asking the party to call you back, especially if the prospect doesn’t know you. It is a poor technique to expect the prospect to spend his time and money to call you back. But if you ask to do so, please give your schedule so that the prospect can reach you. It borders on rudeness when you ask your prospect to call you back and you are not available. Think how annoyed you are when you return a call and you cannot reach the party who called you.

If you are going to call the party back, ask about your prospect’s schedule. It will save your time. It will also convey to the person taking the message both your efficiency and the importance of your call.

And finally, always have a reason when you call a prospect, preferably one that will interest him too. If you don’t have it and you are calling just to keep in touch, the chances are that your partner may be annoyed and will think you have nothing else to do. It doesn’t usually happen when you are not only business partners but also friends. By the way, don’t disturb your busy friends very often either.

Here is the list of useful phrases.

Outgoing calls (i.e. when you make a call)

Greeting

Good morning/afternoon/evening.

Hello. (informal)

Asking specifying questions

Is this the hotel ‘Minsk’/the director’s office?

Is that Mrs Jones?

Identifying yourself

My name is … . (first introduction)

This is … from … .

This is … here. (second and subsequent introductions)

This is … speaking.

Ms. Smith may not recognize my name. I am calling at the suggestion of …

Asking to speak to someone

Could I speak to …, please?

Could you put me through to …, please?

Could I have extension 4356, please?

I’d like to speak to …, please.

John Brown, please.

Explaining the purpose of the call

It’s in connection with …

It’s about …

I’m calling to ask about …

I’m phoning to let you know the details of …

I’m ringing you to tell you about …

Showing understanding

I see/understand.

Yes/Right/Fine/OK.

Making an appointment

Could we meet some time soon?

When could we meet?

When could I see you?

What time would suit you?

Would … (day) at … (time) suit you/be OK?

Can you manage … (day) at … (time)?

Leaving a message

Could you give … a message, please?

Could you ask … to call me (when he/she gets back)?

(Could you tell …) I’ll call back later.

Confirming details

Well, I look forward to meeting you next week, then.

Well, I look forward to receiving the contract by fax, then.

Well, I look forward to hearing from you later today, then.

Thanking

Well, thank you very much for your help.

Well, thanks for the information.

I’m much obliged to you.

I’m very grateful for your assistance.

Well, thanks a lot. (informal)

Ending the call

I look forward to seeing/hearing from/meeting you.

See you/speak to you soon. (informal)

Goodbye/Bye.

Incoming calls (i.e. when you receive a call)

Identifying yourself when you pick up the receiver

HilaryBeacham.

HilaryBeacham speaking.

Yes, speaking.

Helping the caller

Can I help you?

Who would you like to speak to?

Asking for the caller’s identification

Who’s speaking/calling, please?

And who would like to speak to her, please?

And your name is?

Asking for the purpose of the call

What’s it in connection with, please?

Explaining that someone is not available

I’m afraid … is not available this morning/afternoon/at the moment.

I’m afraid … is out/at the meeting/with a client at the moment.

I’m sorry, but … is on holiday/not in the office today/this week.

I’m sorry, but … is on the other line at present.

I’m afraid his/her line is engaged. Do you want to hold on?

Alternative actions

Could you ring/call/phone back later?

Would you like to leave a message?

Can I take a message?

Confirming information

Yes, that’s right/correct.

Confirming arrangements

Yes, that suits me fine.

Yes, that would be fine.

Yes, that’s fine.

Declining arrangements and suggesting alternatives

I’m afraid I won’t be in the office on … (day).

I’m sorry, but … (day/time) doesn’t suit me at all.

I’m afraid I can’t manage/make … (day/time).

Can you manage … (day) at … (time)?

I could make it on … (day) at … (time).

How about … (day/time)?

Responding to thanks

Not at all.

Don’t mention it.

You’re welcome.

Ending the call

I look forward to seeing/hearing from/meeting you.

See you/speak to you soon. (informal)

Thanks for calling.

Goodbye/Bye.

Answer the following questions:

1. Why are the communication tools available to people when they use the telephone limited?

2. How many communication tools do you have at your disposal when using the telephone? What are they? What is the essence of each?

3. The phone is a marvellous device designed to carry your normal speaking voice almost anywhere in the world. What should you do to let the phone do its work?

4. Should your speech be sophisticated on the phone?

5. Why does the party on the other end often miss much of what he is told?

6. What should you do before placing a call?

7. In what way can you convey the sense of authority and conviction?

8. What should you do if:

you can’t reach the party you want?

you are calling a prospect who doesn’t know you?

you are going to call the party back?

you want the party to call you back?

9. What are the recommendations on using the phone effectively when you reach the party you want?

10. Sometimes maybe you shouldn’t call. When?

PRACTICE

Task 1. Fill the gaps with suitable words from the box.

area code(US)/dialling code(GB)collect call(US)/transferred charge call(GB)IDD/international direct diallingbusy(US)/engaged(GB)person-to-person call(US)/personal call(GB)phone book/directoryoff the hookswitchboard operatorwrong numberdialling(GB)/dialing(US) bad lineInquiriesextensioninsertreceiverringingout of orderoutside lineUnobtainablepublic

1. Incoming calls to our firm are taken by the 1)… , who puts you through to the 2)… you require.

2. ‘I’m sorry to trouble you, I think I must have got the 3)… .’

3. ‘I’m sorry, I can’t hear you very well, this is a 4)… .’

4. ‘I can’t get through, their line always seems to be 5)… .’

5. If you don’t want to be interrupted by any phone calls, you can leave the phone 6)… .

6. If you don’t know someone’s number, you can use the 7)… or you can call directory 8)… .(192 in the UK)

7. To make a call from a 9)… telephone, lift the 10)… and 11)… a coin. Listen for the 12)… tone and dial the number. You will then hear a tone telling you that the number is 13)… . If you’ve misdialled, you’ll hear a tone telling you that the number is 14)… or that the line is 15)… .

8. To make a call by 16)… from the UK: first dial the international code (010), then the country code, then the 17)… and finally the number you require.

9. ‘Operator, I’d like to make a 18)… to New York, please. My name is Mrs. Jane Wilson.’

10. ‘I’d like to make a 19)… to Mr. Bob Hill on this number: 456 8901.’

11. ‘Hello, is that the switchboard? This is extension 67, can I have an 20)…, please?’

Task 2. Fill the gaps with suitable verbs from the box. What other verbs could you use instead?

be overhang uppick up call back/ring backget throughput through cut offhold onput on give uplook up

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. Duma’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 … 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 again, 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 3. Complete the conversation by using one of the verbs given in the box.

Say tell talk speak discuss ask

Arione: Pronto, Arione, SpA.

Karamura: Hello, this is Yu-Ling Wu, from Karamura. Can I 1)… to Ms. Rina Arione, please?

Arione: She’s at the meeting right now. Can you 2)… me what you want to 3)… about?

Karamura: Certainly. I need to 4)… our meeting next month. I would like to 5)… Ms. Arione for some suggestions for the agenda. When could I 6)… to her?

Arione: I think she will be free in about an hour. I’ll 7)… her to call you, shall I?

Karamura: Oh, yes, please. Did you 8)… about an hour?

Arione: Yes, approximately. She’ll call you then.

Karamura: Many thanks. Goodbye.

Task 4. Arrange the following phrases into telephone conversations. The first sentence is shown. Reproduce the conversations.

I.

(2 people speaking)

1: Oh, I see.

2: Yes, it’s 1076.

3: Yes, certainly. By the way, could you give me your extension?

4: No, I’m afraid not. Can I take a message?

5: Bye.

6: Hello, this is Alan Clark from the training department here. Could I speak to John Graham, please?

7: Right, thanks.

8: Right. Bye.

9: Yes, please. Could you ask him to phone me when he gets back?

10: I’m sorry, John’s at the meeting at the moment.

11: Do you know when he’ll be back in the office?

12: Ann Gordon. (1)

II.

(2 people speaking)

1: Do I need to contact them myself?

2: Yes, that’s right. The training centre needs to know when you can attend.

3: Well, it’s about the training course.

4: Alan Clark. (1)

5: Bye for now.

6: Hello, Alan. John Graham here.

7: Fine, thanks. Alan, I’m just returning your call.

8: Let me see. I’ve put down week 43.

9: Bye.

10: Oh, hello, John. How are you?

11: So, what can I do for you?

12: Right, John, that’s all I wanted to know.

13: You mean the French one?

14: Fine. I’ll give them the information.

15: Yes, thanks.

16: No, they’ll be in touch with you.

III.

(2 people speaking)

1: Fine, have you got my number?

2: Hello, Mr. Peters. This is Martine Donaugh. How can I help you?

3: It’s 031-465-389, extension 26.

4: Oh, I am sorry. You haven’t received it then?

5: Hello, this is Geoff Peters, I’m phoning about the conference next week. (1)

6: Right, I’ve got that. I’ll call you back in a few minutes. Goodbye.

7: No, and the conference starts in three days.

8: I’m sure I have, but just in case, I’ll take it again.

9: Well, you promised to send me details of travel and accommodation.

10: Of course. Look, can I check the file and call you back?

11: Goodbye.

IV.

(3 people speaking)

1: I’m sorry I didn’t catch your name.

2: You’re welcome. Bye.

3: Certainly, perhaps you could give me his extension number?

4: Rogers Electronics. (1)

5: Yes, I’ll hang on.

6: Just a moment Mr. Roberts. I’ll put you on to our Market Research assistant… I’m sorry, he’s out at the moment, would you like to call back?

7: Good afternoon. This is Max Roberts from Excel Marketing. Could you put me through to your Sales Department?

8: Yes, it’s 453. His name is Holden. John Holden.

9: Thank you Mr. Roberts. I’ll try to put you through… I’m afraid the line is busy at the moment. Will you hold on?

10: Hello, my name is Max Roberts. I’m from Excel Marketing. The reason I’m calling is that we are carrying out a market survey…

11: Sales. Dickens speaking.

12: Goodbye.

13: Right, Mr. Roberts. I’m putting you through.

14: It’s Roberts.

15: Thanks for your help.

V.

(2 people speaking)

1: Could you describe in a little more detail your relationship with these agents?

2: In other words, you act as a contact between companies with certain needs and companies who can supply those needs.

3: We’re based in Montpellier but we work with colleagues all over France helping to solve clients’ training problems. (1)

4: No, not exactly. We have agents who look after regions throughout Europe.

5: No, I didn’t say that. We offer to work in partnership with local firms creating a team to help resolve a particular client’s needs.

6: I don’t quite follow you, so could you repeat that?

7: So you sell the material to local firms?

8: So you’ve got subsidiaries throughout Europe?

9: Certainly. We advertise our services nationally and we contact local organisations who can help to meet the needs of the companies who contact us.

10: That’s exactly right. And we supply support material to local firms.

11: Certainly. We are a national company based in Montpellier in the south of France but we operate in all the regions of the country and even throughout Europe.

Task 5. Hannah Dobson is a marketing consultant who is out of the office today. Her assistant, Pierre, takes down the following notes from a telephone conversation about a seminar Hannah has to attend in a few weeks’ time. Later Hannah telephones Pierre and he gives her the message. Below are his exact words. Fill in the spaces by writing all the numbers as Pierre would say them.

TELEPHONE MESSAGE

From: Date: 20/05/2003

For: Hannah Dobson

Seminar: Marketing 2003 Room: 204

Dates: 23/06/2003 Harrow Conference Centre

Time: 10.30 – 15.00 189 Beechlands Parade

N10 17EG

Tel.: 081 299 5055

Cost:$195 + 17.5% VAT

No. of participants: 80-100

Lunch (1 hours) served in Black Swan Hotel $17.50

“Hannah? There’s an important message about the Marketing _______ conference. It’s on _______. It starts at _______ and finishes at _______. It’s in room _______ at the Harrow Conference Centre which is at _______ Beechlands Parade, N _______EG. The phone number is _______. The cost for each participant is _______ VAT and there will be between _______ and _______ participants. Finally, the lunch, which lasts for _______, will be at the Black Swan Hotel and will cost _______.”

Task 6. Three days ago Sean O’Connor took a telephone call destined for a colleague Laura Green who was at a management seminar. This morning he phones her extension to give the message.

Look at what he wrote and imagine what he is going to say. Begin:

“Hello Laura, I’ve got a message for you…”

TELEPHONE MESSAGE

From: Hideki Asano Date: 23/05/2003

For: Laura Green

Hideki has spoken to a business friend in Malaysia – interested in importing sports shoes. Name: Syarikat Dalia Baru. Address: 64a Jalan Lamut, Damai Kompleks, Kuala Lumpur.

Large quantities of American footwear now going to Malaysia – many more than to Singapore.

Task 7. You have heard that a company called Harrow sells automotive parts in Japan. You telephone Harrow at their London office to ask about their operations in Asia. Reconstruct the dialogue based on the following prompts.

You: Harrow/manufacturing plant/Japan?

Harrow: No.

You: From where/Japanese sales reps/get/Harrow goods?

Harrow: Korea. We/plant/Seoul.

You: Harrow/agents/Japan?

Harrow: Yes/agents. No sole distribution/Japan.

You: Thank you. Goodbye.

Task 8. Here is an extract from a telephone conversation between a fashion designer, Marianne, and a clothes manufacturer, Juan. Read it and complete a brief letter to Rina telling her the details of this conversation.

Marianne: Did you get the photographs I sent?

Juan: Yes, they were really good. I liked them a lot. Now – when are you coming to Milan?

Marianne: Soon, next month maybe, I’ll come at the end of the month.

Juan: And will you bring the new designs?

Marianne: Of course! Not only the designs, I’ll bring the clothes. They’re already made and you can see them whenever you like.

Juan: I know Rina wants to see them. I’ll tell her you’re coming next month.

Marianne: Fine. Oh, by the way, Rina still owes me some money, you know. I think she has probably forgotten. She said the money would be in my bank last Tuesday and it hasn’t arrived yet.

Juan: Okay, I’ll tell her. That’s all, isn’t it?

Marianne: Yeah, I think so. Can you ask Rina to call me? I’ll be in all day Friday.

Juan: Okay, I’ll tell her. Bye for now.

Dear Rina,

I spoke to Marianne yesterday. I told her 1) … the photographs. She said 2) … to Milan at the end of the next month. She also promised 3) … the designs and the finished clothes. She 4) … me to remind you that 5) … . She noticed you 6) … the money 7) … in her bank the previous Tuesday but 8) … yet.

Finally, she asked if you 9) … her. She remarked that 10) … Friday.

Ciao,

Juan

Task 9. Fill in the spaces in the following telephone conversations making use of the words and word combinations given before them.

1) put you through, there’s no reply, goodbye, I help you, you there, I speak to

The Engineering Co. Can …?

Could … Mr. Smith, please?

Trying to … . Hello, are …?

Yes.

I’m sorry, … .

Thank you. Goodbye.

… .

2) you still there, the line, thank you, is the number, through now, putting you through, the number you wanted

What …, please?

34 042 72.

I’m sorry. What was …?

34 042 72.

Hold …, please. I’m … . Hello, are …?

Yes.

You are … .

… . Goodbye.

3) the line is engaged, a minute, can I do for you, is calling, you put me through to Mr. Green, go ahead now, hold on

Hello, Mr. Green’s secretary. What …?

Could …, please?

Who …, please?

This is Mr. Tay from the Chamber of Commerce.

Just …, please! Sorry, … . Can you …?

Yes.

Hello, you can … .

Thank you.

4) leave a message for him, is not in the office at the moment, certainly, to speak to Mr. Bird, to phone me back, I help you, will he be back, tell him Mr. Petrov phoned

Hello, Mr. Bird’s office. Can …?

I’d like …, please.

I’m sorry, Mr. Bird … .

When …?

I think in a couple of hours.

Can I …?

Yes, please.

Could you … and ask him … . He knows my telephone number.

… . Goodbye.

Thank you. Goodbye.

5) could meet at 10 instead of 11 o’clock, speaking, see you later, to connect you, on, can I do for you, is calling, I have an appointment with you for today, all right with you

Mr. Bird’s office. What …?

Is Mr. Bird in, please?

Yes, who shall I say …?

This is Mr. Petrov.

Hold … . Trying … . Go ahead, please.

Mr. Bird?

… . Hello, Mr. Petrov. Glad to hear you.

Hello. You remember …?

Yes, is anything the matter?

Just I’d like to find out if we … . Is that …?

Yes, that’s fine. … .

Thank you, Mr. Bird. So long!

6) wait in the entrance hall, are you going to, catching a plane, like a taxi, be at ten to eleven, my name, I help you, right over, are you calling from

Fast Taxi Service here. Can …?

Ah yes, please. I’d … in about ten minutes’ time.

OK. Where …?

I’m at the Singapore Rubber House, Collyer Quay. … is Lee, Barbara Lee.

Right. Could you just …, please?

All right. I’ll be there. Let’s see, that’ll … .

Yes, ten to eleven. And where …?

I want to go to Changi Airport. I’m … to Bangkok at 11.25.

That’s OK. A taxi will be … .

Thanks.

7) spell it, let you have the details, kind of menu, let you know, like to book a room, this is, didn’t catch your surname, your regular menu, some people, recognize,

Bellini Restaurant. Can I help you?

Hello, … Josephine Pinzan from Star Press.

Sorry, I … .

Pinzan. I’ll … . P-I-N-Z-A-N.

Oh yes, now I … it. How can I help you Mrs. Pinzan?

I’d … for lunch next Thursday. I’ve got … from Associated Press coming. We’ll be six or seven. I’ll … definitely later on.

And what … would you like?

Nothing particularly special – … .

That’ll be a great pleasure for us.

Thank you. I’ll … as soon as possible. Goodbye.

Goodbye.

8) goodbye, in London tomorrow, get everything ready, to confirm, good morning, expect them

Mr.Green speaking.

Good morning, Mr. Green.

… , Mr. Popov.

I’m ringing you … that our inspectors will arrive … . So you can … at the factory Monday morning.

Fine. We’ll … . Anything else?

No, goodbye.

… .

TRANSLATION

Task. Translate the following telephone conversations into English.

1) С телефонисткой коммутатора

Алло, называйте номер, пожалуйста.

Номер 63 86 591.

Простите, назовите номер еще раз. (Извините, какой, Вы сказали, номер Вам нужен?)

Мне нужен номер 63 86 591.

Спасибо. Одну минутку. Соединяю… Алло, Вы слушаете?

Да.

Все еще пытаюсь соединить Вас… К сожалению, никто не отвечает.

Спасибо, до свидания.

2) С телефонисткой коммутатора

Алло, номер, пожалуйста.

78 63 90.

Добавочный, пожалуйста.

13 75.

Не вешайте трубку… Соединила. Говорите.

Спасибо.

3) С секретарем

Фирма “Браун и Ко”. Чем могу помочь?

Я могу поговорить с г-ном Брауном?

Кто звонит? (Как передать ему, кто говорит?)

Звонит г-н Феонов.

Как Вы сказали? Не могли бы Вы сказать по буквам?

Ф-Е-О-Н-О-В.

Г-н Феонов.

Правильно.

Соединяю. Говорите.

4) С секретарем

Кабинет г-на Брауна. Чем могу быть полезна?

Я бы хотел поговорить с г-ном Грегори.

Извините. Это не тот номер. (Вы ошиблись номером.) У нас таких нет.

Простите, пожалуйста. (Извините за беспокойство.)

5) С секретарем

Секретарь г-на Брауна. Чем могу помочь?

Могу ли я поговорить с г-ном Брауном?

Боюсь, г-н Браун разговаривает сейчас по другому телефону. Вы подождете?

Да, я подожду.

Алло, теперь я Вас соединяю.

Г-н Браун? Алло … алло … Я ничего не слышу. (Ничего не слышно.) Связь очень плохая.

Вы разговариваете?

Нет, не было слышно ни слова. Не могли бы Вы соединить меня еще раз?

Теперь лучше?

Да, спасибо. Доброе утро, г-н Браун. Говорит г-н Попов.

6) С секретарем

Фирма “Браун и Ко”. Кто говорит?

Говорит г-н Штольц из Торгпредства. Соедините меня, пожалуйста, с г-ном Брауном.

К сожалению (боюсь), г-на Брауна нет сейчас на месте.

Когда, по-вашему, он вернется?

Не ранее понедельника утром, мне кажется. Ему передать что-нибудь?

Нет, спасибо. Я позвоню ему еще раз тогда. До свидания.

7) Чтобы назначить встречу

Г-н Блейк у себя?

Да. Кто говорит?

Г-н Попов. Доброе утро!

А, доброе утро, г-н Попов. Говорите.

Г-н Блейк?

Слушаю. Доброе утро, г-н Попов.

Доброе утро! Не могли бы мы встретиться завтра утром?

Одну минутку.(говорит со своим секретарем: В 11 часов завтра утром есть какое-либо мероприятие? … Хорошо.) 11 часов Вас устраивает, г-н Попов?

Да, меня это устраивает.

Тогда до встречи в 11 часов. До свидания!

Жду встречи с Вами. До свидания!

8) Чтобы подтвердить встречу

Алло, могу я поговорить с г-ном Бобровым?

Бобров слушает. Добрый день!

Добрый день! Я секретарь г-на Хаммонда. Я звоню Вам, чтобы подтвердить Вашу встречу в четверг в 10 часов утра.

Спасибо. Я обязательно буду. Передайте большой привет г-ну Хаммонду. До свидания!

До свидания!

9) Чтобы перенести встречу

Это оффис г-на Уарда?

Да. Чем могу помочь?

Моя фамилия Сидоров. У меня назначена встреча с г-ном Уардом на завтрашний день, но случилось кое-что срочное, и я должен уехать из Лондона на пару дней. Не могли бы Вы перенести ее на четверг после обеда в то же время?

Хорошо, я выясню, и Вы получите подтверждение сегодня. До свидания!

До свидания!

10) Чтобы забронировать места в гостинице

Гостиница “Минск”. Чем могу Вам помочь?

Добрый день! Я бы хотел забронировать два двухместных номера с 12 по16 число текущего месяца.

На чье имя будет бронь?

На имя г-на Астафьева, Дмитрия Викторовича Астафьева.

Простите, я не расслышала фамилию. Не могли бы Вы повторить ее еще раз?

Астафьев, А-С-Т-А-Ф-Ь-Е-В.

Спасибо. Хотите ли Вы узнать наши расценки?

Нет, спасибо. Наша компания размещает своих бизнес-партнеров в Вашей гостинице уже не в первый раз. И они всегда остаются довольны качеством, а мы – разумной ценой.

В таком случае Вам следует заключить договор с гостиницей, чтобы получать скидку как постоянный клиент.

Это очень любопытно. Я не знал, что Вы предоставляете такую услугу…

Могу я Вам помочь еще чем-нибудь?

Нет, спасибо. До свидания!

До свидания!