Masters_part_1_2013

Unit 4

In other words to predict what might come up – that way I can … maybe see if there’s anything in particular I need to find out or check before they call – or think about what I need to ask them. So, if someone calls me and I’m not really ready to talk to them I often say I’ll call back – and I’ll ring them when I am ready.

AFTER READING.

Discuss her recommendations. Are they good? Why? Why not?

MAKING A CALL.

Task 3. Read the following conversations. Compare the styles of the callers in the two conversations you have read. How are they different?

Unit 4

B. Comment on the effectiveness and politeness of the different speakers in calls a) and b). Are they - polite, efficient, rude, helpless, direct, brief or helpful?

TAKING AND LEAVING MESSAGES.

Task 4. Read the conversations (a, b) again and complete the message pad for each as shown below.

Call a)

Signed ___________________

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OPTIONAL

Task 5. Read the following conversation and answer two general questions:

A.a) What kind of a call is this?

b)What do you think is the relationship between the people involved?

B. Read the conversation again and complete the message pad as shown below.

To …………………………………… ( ) urgent Date ……………………………………time ……….

WHILE YOU WERE OUT

M ……………………………………………………..

Of …………………………………………………….

Phone …………………………………………………

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message ……………………………………………

……………………………………………………….

……………………………………………………….

……………………………………………………….

………………………………………………………

……………………………………………………….

PRACTICE.

Use the following flow chart to make a complete telephone conversation.

If you need to, read the conversations again. (Writing a dialogue is possible)

(1) “Good morning, Gorliz and Zimmerman”

(2)Introduce yourself.

Ask to speak to Mr. Conrad Bird

(3) Mr. Bird is not in.

(4) Ask when you can connect him.

(5)Explain that he is out of townoffer to take a message.

(6)You want Mr. Bird to call you. Repeat your name.

Give your number.

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A “COLD CALL”

Task 6. Read the following conversation between Dominique Person and Walter Barry and guess what “a cold call” means. Dominique Person is Personal Assistant to Jacques Le Grand, Production Controller in Compagnie Tarbet Garonne (CTG), A Canadian manufacturer of paints and varnishes. M. Le Grand has asked not to be disturbed by unsolicited sales calls. Walter Barry from Dallas, Texas would like to speak to M. Le Grand.

Answer the questions about the conversation below.

1.What is Dominique trying to do? What is her objective?

2.What suggestion does Dominique Person finally make to a caller?

DISCUSSION.

1.Comment on how Dominique Person handles the caller.

(rude, helpless, consistently forgets the caller’s name, waste time, doesn’t know the subject ?)

2.Write down the phrases used by Dominique Person to block the caller. There should be seven of them.

a)……………………………………………………………………………

b)……………………………………………………………………………

c)…………………………………………………………………………….

d)…………………………………………………………………………….

e)…………………………………………………………………………….

f)…………………………………………………………………………….

g)…………………………………………………………………………...

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UNIT 5.

CROSS-CULTURAL COMMUNICATION ON THE TELEPHONE.

TEXT 1.

1.Look briefly at the text below and say:

a)what it is about;

b)what you think the text probably recommends.

2.Now read the text. Mark the sentences that follow as “True” (T) or “False”

(F)

BARRIES TO ORAL COMMUNICATION.

Oral communication usually presents more problems than written communication. If you’ve ever studied another language, you know it’s easier to write than to conduct a conversation. Even if the other speaks your language, you may have a hard time understanding the pronunciation if the person isn’t proficient. For example, many non-native English speakers can’t distinguish between the

English sounds (v) and (w), so they say “wery” for “very”. At the same time many people from the United States cannot pronounce the French® or the German (ch).

Also, people use their voices in different ways, which can lead listeners to misunderstand their intentions. Russian speakers, for instance, speak in flat, level tones in their native tongue. When they speak English, they maintain this pattern, and non-Russian listeners may assume that the speakers are bored or rude. Middle Easterners tend to speak more loudly than Westerners and may therefore mistakenly be considered more emotional. On the other hand, the Japanese are soft-spoken, a characteristic that implies politeness or humility to Western listeners.

Idiomatic expressions are another source of confusion. If a US executive tells an Egyptian executive that a certain product “doesn’t cut the mustard,” chances are communication will fail. For example, suppose you are dining with a German woman who speaks English quite well. You inquire, “More bread?” She says, “Thank you,” so you pass the bread. She looks confused; then she takes the breadbasket and sets it down without taking any. In German ‘thank you’ (danke) can also be used as a polite refusal. If the woman had wanted more bread she would have used the word ‘please’ (“bitter” in German).

When speaking in English to people who speak English as a second language, you may find these guidelines helpful:

1.Try to eliminate noise. Pronounce words clearly, stop at distinct punctuation points, and make one point at a time.

2.Look for feedback. Be alert to signs of confusion in your listener. Realize that nods and smiles don’t necessarily mean understanding.

3.Rephrase your sentences when necessary. If someone doesn’t seem to understand you, choose simpler words; don’t just repeat the sentence in a louder voice.

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4.Don’t talk down to the other person. Try not to over enunciate, and don’t blame the listener for not understanding. Use phrases such as “Am I going too fast?” rather than “Is this too difficult for you?”

5.Use objective, accurate language. Avoid throwing around adjectives such as “fantastic”, and “fabulous” which people from other cultures might consider unreal and overly dramatic.

6.Let other people finish what they have to say. If you interrupt, you may miss something important. You’ll also show a lack of respect.

Task 2. Read the numbered points 1 – 6 in the text again. Match each of the phrases given below to one of the numbered point.

1. Write a report for the CEO of the company on: “What problems can a speaker have when speaking English on the phone?”

TEXT 2.

1. The following text gives some advice about using the telephone between different cultures. Read the text, then mark the sentences that follow as

“True” (T) or “False” (F)

In some countries, like Italy and Britain, conversation is a form of entertainment. There is an endless flow of talk and if you break the flow for a second someone else will pick it up. In other countries there is a higher value placed on listening it is not only impolite to break in but listeners will consider what has been said in silence before responding. Finland and Japan are examples.

If you are talking to people who are also speaking English as a foreign language, they are likely to leave gaps and silences while they search for words or

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try to make sense of what you have just said. So be patient and try not to interrupt, as you would hope they would be patient with you.

Every country has its own codes of etiquette. For example, it is common for North Americans and the British to use first names very quickly, even in a letter or fax or telephone call. Such instant familiarity is much less acceptable in the rest of

Europe and Asia where even business partners and colleagues of many years’ acquaintance address each other by the equivalent of Mr or Mrs and the last name or job title.

So stick to last names unless you specially agree to do otherwise. Don’t interpret the other person’s formality as stiffness or unfriendliness. On the other hand, if business partners with a North American or British background get on to first name terms right away, don’t be surprised.

Above all, one should remember that people do not usually mind if their own codes are broken by foreigners as long as they sense consideration and goodwill. This is much more important than a set of rules of etiquette.

VOCABULARY. TELEPHONING IN BUSINESS

HANDLING COMPLAINS.

1.Read the article and complete the information about how to deal with customers on the phone. Use the words below to help you.

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THE SEVEN STEPS TO CUSTOMER SATISFACTION.

1. Greet the customer. When you …(1)… a call from a dissatisfied customer you need greet them in a warm manner. Thank the customer for calling. Remember that when a customer calls to tell that something is wrong it is your opportunity to put it right.

2. Ask what the problem is. You need to find out why they are calling. Simply ask what the problem is and let them explain. You may not be able to …(2).. the problem. Don’t say “I’m sorry, I can’t help”.

Instead explain to the customer that you cannot help them and ask for their telephone number so that somebody can …(3)…

listen and try not to …(5)… . An angry customer may take a long time to explain what the problem is and so it is very important that you stay calm and that you don’t …(6)…

It is a good idea to take notes so that you are 100% clear about all of the details. Ask questions if they are not telling you the information you need to know.

apology and suggest a solution. The customer may ask you to refund their money, they may ask for a …(7)… on their next order or they might ask to …(8)… the goods that they bought for other items. You also must be realistic. Don’t promise to deliver 10,000 new parts for next week if it cannot be done. The customer will be even angrier next week when the parts don’t arrive.

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