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XVI. Make up your own dialogues using as many phone conversational phrases as you can.

XVII. Read and translate the text: speaking over the phone

When you deal with someone face-to-face you can get lots of information from their body language, facial expressions and gestures as well as hearing what they say and how they say it. Making a phone call is not always easy – you do not see each other and can’t make use of non-verbal factors which usually help to establish mutual understanding.

When speaking over the phone on business remember telephone techniques:

  • Identify yourself by giving your name and your position in the company.

  • Explain the purpose of your call.

  • Speak clearly and briefly.

  • If you haven’t heard something say: "Sorry, I didn’t catch you" or just "I’m sorry, I didn’t understand". It is impolite to say: "Please, repeat".

  • Don’t interrupt the other person even if you think you know what he or she is going to say, let them finish what they want to say.

  • Give important information, like figures, names, quantities, dates and so on, slowly and carefully.

  • Note down all the important information you are given by the other person.

  • Send a following-up fax or e-mail to confirm any important details (especially prices and numbers), so that you both have a written record of them.

XVIII. Find the English equivalents to the following word-combinations in the text:

  • мати справу з;

  • вираз обличчя;

  • жест;

  • встановлювати;

  • взаєморозуміння;

  • представляти;

  • пояснювати;

  • мета;

  • зрозуміло;

  • коротко;

  • не ввічливо;

  • перебивати;

  • цифра;

  • кількість;

  • уважно;

  • записувати;

  • підтверджувати;

  • деталь;

  • особливо;

  • запис.

XIX. Speak about telephone techniques. Grammar exercises The Present Perfect Tense

Ex. 1. Choose the proper place of the adverb:

1. He has not finished his work (yet). 2. I haven’t received any letters from them (lately). 3. Have you been to London (ever)? 4. The delegation has arrived (just). 5. She has spoken to him (already). 6. Have you read this book (yet)? 7. I have seen him at lectures (never). 8. I have met her (never).

Ex. 2. Give short and full answers:

1. Have you ever been to London? 2. Have you ever travelled by air? 3. Has she passed the exams yet? 4. Has he kept his promise? 5. Have you ever driven the car? 6. Has the lecture begun? 7. What is the most beautiful place you have ever visited? 8. Have you ever spoken to a famous person?

Ex. 3. Put questions to the italicized words:

1. They have never been to any foreign countrу. 2. We have already seen this film. 3. Mr Kovalenko has translated two English books into Ukrainian. 4. She has just left you a message. 5. He has missed the bus. 6. Someone has taken my umbrella.

Ex. 4. Put the verbs in brackets into the Present Perfect Tense:

1. He (to be) to hospital for two weeks. 2. We (to know) each other for a long time. 3. She (to buy) a new car. 4. The director (to sign) the paper. 5. I can’t go out because I (not to finish) my work. 6. Is your Dad at home? No, he (not to come) yet. 7. I (not to see) him since January. 8. Ann already (to read) this article. 9. We (to miss) the bus. 10. Ann and Nick (to go) to Kyiv. 11. You ever (to be) to Paris? – No, I never (to be) to Paris. 12. ‘You (to read) Hamlet?’ ‘No, I (not to read) any of Shakespeare’s plays.’ 13. I (to drink) four cups of coffee today. 14. Alex (not to work) hard this semester. 15. It’s the first time he (to drive) a car. He never (to drive) a car before. 16. Linda (to lose) her passport again. It’s the second time this (to happen).

Ex. 5. Translate into English:

1. – Де Микола? Я ще не бачив його сьогодні. Що з ним сталося? Чому він не прийшов до інституту? 2. Лекція вже почалася. 3. Я знаю цього професора давно. Він викладає в інституті з 1995 року. Він щойно повернувся із Сполучених Штатів. 4. На жаль, я ще не читав цієї книжки. 5. Його немає вдома. Він щойно вийшов. 6. Ти вже написав доповідь на цю тему? 7. Ми з ним – друзі з самого дитинства і ми ніколи не сварились. 8. Ти вже вивчив текст? – Так. Я щойно вивчив текст і зараз повторюю слова. 9. Я залишив свій зошит вдома. 10. Що ти робиш? – Читаю книжку. Скільки сторінок ти вже прочитав? – Я прочитав вже 100 сторінок. 11. Ти коли-небудь був в Америці? – Так, був. 12. Ти з ним вже розмовляв? – Ні. Я ще не розмовляв з ним. 13. Ми ще не снідали. 14. Ми не бачились з тих пір, як закінчили школу. 15. Ви коли-небудь куштували китайську їжу? 16. В цьому році я відпочивала в Криму. 17. Я вперше їду верхи.