Improving a conversation

Task 1. Read the conversation. Decide how the conversation could be improved.

Write your improved version.

Helpline: Superword helpline, wait a minute. Yeah? What’s your problem?

Customer: I’m having trouble with PDF files. I can’t print them.

Helpline: What? I can’t hear you.

Customer: I said I can’t print PDF files.

Helpline: Oh, I don’t do PDFs.

Customer: Well, could you connect me to someone who does?

Helpline: Can’t. The PDF expert’s gone out for lunch. Dive me your name

and we’ll call you later.

Customer: Oh, all right .It’s Gearhirt, Jamila Gearhurt.

Helpline: Er, come again?

Customer: That’s G-E-A-R-H-I-R-T.

Helpline: OK.

Customer: All right. Well, I’d appreciate it if you could call me as soon as

possible. Goodbye.

Helpline: Yeah, right.

READING

1. Globalisation has helped to make the telephone an essential business tool. Before you read the article, discuss these questions:

1. Do you like using the phone?

2. What makes you angry on the phone?

3. What are the special problems of telephone communication

compared to face-to-face communication?

2. Read the article and find the answers to these questions:

1. Do you like using the phone?

2. What do people find most annoying on the phone?

3. What are the special problems of telephone communication

compared to face-to-face communication?

Unit 5

Bad line on behaviour.

What drives you to lose your temper on the telephone? Being kept waiting,

being connected to voice mail or being passed on to someone else are all common flashpoints. But what infuriates people most of all is talking to someone who sounds inattentive, unconcerned, according to a survey published today.

The study by Reed Employment Services, a recruitment company, found

that nearly two-thirds of people feel that “phone rage” – people losing their temper on the phone – has become more common over the past five years.

The reasons for this are threefold, according to Reed. People are much more likely to express anger over the phone, rather than in writing or face-to-face.

Increasing numbers of transactions take place entirely by phone, from arranging

insurance to paying bills.

In addition, people’s expectations have risen. Nearly three-quarters of respondents to the Reed survey said that are more confident that their problems can be solved over the telephone than they were five years ago.

Companies are taking steps to improve their staff’s telephone answering techniques. The survey found that 70 per cent of organization require their staff to answer the telephone with a formal company greeting. In 43 percent of organizations, staff have to give their own names when they answer the telephone.

But a third of organizations do not give any training, or they train only their receptionists. That may not be enough, the report says.

As companies move towards “remote working” the need for the right tone of the voice extends to every level of the organization.

(from the “Financial Times”)

AFTER READING.

Task 1. Discuss ways of improving employees’ telephone skills.

(To be more effective, do ask-answer tasks.)

Task 2. Write some guidelines on using the telephone at work.

(e.g. “Always give your name”.)

Task 3. Read the telephone conversations below. Which of these adjectives best

describes the person who receives the call.

inefficient impatient aggressive bored unhelpful

Conversation 1. ……………...

A: Yes?

B: Could I speak to Mr Smith?

A: Er… I don’t know, I think he’s out.

Unit 5

B: Do you know when he’ll be back?

A: Well, I’m not sure. You could maybe try tomorrow.

Conversation 2. ……………...

A: Hello. Is that Janet, Bill’s secretary?

B: Yes, that’s right.

A: It’s John Blake. I’m just phoning to give him an invoice number.

B: Yeah. What is it?

A: Oh, let me see, where is it? I’ve got to have it here somewhere.

B: Look, phone me back when you find it. I’m rather busy now.

Conversation 3. ……………...

A: Hello. I’d like to speak to Bob Gratham.

B: He’s not here.

A: Could you tell me when he’ll be back?

B: Later this afternoon.

A: Well, could you take a message for me?

B: Sorry, I don’t have time. I’ll have to ring off, I’m going to lunch.

Conversation 4. ……………...

A: Hello, it’s Susan here. I’m just phoning to check my appointment with

Chris tomorrow.

B: Yeah?

A: Could you look it up for me?

B: Oh, I don’t know…where’s the diary? Yes, got it. So, it was the 16^th,

A: No, the 18^th.

B: No, I can’t find anything. I didn’t write it down.

Conversation 5. . ……………...

A: Hell Bilk Ltd.

B: Hello, this is Jack Johnson. I’m phoning about the delivery. Has it arrived jet?

A: No, it hasn’t. We’ve been waiting for a week. It still isn’t here yet.

B: I’m really sorry about that.

A: We’ve been waiting for too long. It’s not good enough. You’re wasting our time.

B: Oh, I’m sure your order will be ….

Task 4. Answer these questions about the business call below.

1. Is the conversation grammatically correct?

2. Is the conversation appropriate?

3. How can you improve it?

Unit 5

Person receiving the call Caller

(1) Yes?

(2) Give me Donna Weston.

(3) She’s not here.

(4) Well, take a message. It’s Eva Wartanowicz.

Tell her to phone me back later this afternoon

(5) What’s your name again?

(6) Wartanowicz.

(7) OK, and your number?

(8) It’s 01863-483-2189.

(9) OK, I’ll tell her.

(10) Bye.

(11) Bye.

Task 5. It is important to show interest and understanding when dealing with people on the phone.

Look at the expressions 1 - 6 and match them with functions a) to f)

1. OK/Right/Uh-huh …… a) You are listening.

2. That must have been

very difficult for you. ….. b) You understand.

3. I’ve got that. ….. c) You are surprised

4. I see. ….. d) You sympathize with the person

5. Is that acceptable/OK? ….. e) You have the information

6. Really? ….. f) Check that the caller agrees.

Unit 5

USEFUL LANGUAGE.

Answering the phone.	Hello, John Smith speaking …
	Good morning. Datatech Ltd.
Stating your purpose.	I’m calling about your invoice.
	I’m returning his call.
	The reason I’m calling is …
Making contact.	I’d like to speak to …
	Could I have the sales department please?
Checking	Could you spell that?
	Can I read that back you?
Messages	Would you like to leave a message?
	Can I leave a message?
Asking for information.	Could I have your name?
	Can I take your number?
Identifying yourself	This is …
	My name’s Julio Blanco.
Showing understanding	Right.
	OK. That’s fine.
Making excuses.	I’m sorry, he’s out, he’s in a meeting.
	I’m afraid she’s not available.
Ending a call	Thanks for your help. Goodbye.
	Thanks for calling.
Promising action.	I’ll make sure he gets the message.
	I’ll tell her when she gets back.

M O D U L E 3. Presentations.

Unit 6. Planning and getting started.

Presentation technique.

Using visual aids.

Unit 7. The middle of the presentation.

Holding the audience’s attention.

Structure of the main body

Unit 8. The end of the presentation.

Summarizing and concluding.

Questions and discussion.