Business Calls

If you don't have much experience of making phone calls in English, making a business call can be a worrying experience. If you have to call to someone you already know, you may actually enjoy making the call - but remember that (1)long-distance calls are expensive. You have to make a first- time business call to a prospective client - it isn't easy in English! Making a phone call to a stranger can be quite stressful, especially if he speaks English better than you.

Most business people, unless they feel very confident, prepare for an

important phone call in a foreign language by making (2) notes in

advance. And during the call they make notes while they're talking to

help them to remember what was said. Although it's (3)quick and

convenient (удобно) to phone someone to give them information or to ask questions, the disadvantage is that there is nothing in writing to help you remember what was said. It's essential to make notes and often when an agreement is reached on the phone, one of the (4) speakers will send a fax or e-mail to confirm (подтвердить) the main points that were made. As it's easy to be misunderstood when talking on the phone it's a good idea to repeat the important information (especially numbers, dates and names) slowly and carefully. If someone doesn't seem to understand you, choose simpler words or rephrase your sentence. Let other people finish what they want to say. You may (5) miss something important. You'll also show a lack of respect.

Always identify yourself and your (6) position in the company and

make sure you know the name of the person you're talking to. If

necessary, ask him (7) to spell it out to you and try to use his/her name

during the call.

If possible, don't phone during the other person's lunch hour or just before they're about to stop work for the day. It's important to sound interested, helpful and alert (бдительный) when answering the phone. You may have to make or (8) receive calls to or from regular customers and prospective clients, so a good telephone manner not only makes an impression in business, but it also helps to make (9) money. Speak in a friendly voice and smile.

Ex. 1. Read the following telephone numbers.

How to read the telephone numbers?

Remember

517 5890 – five-one-seven-five-eight-nine-o

223 7866 – double two-three-seven-eight-double six

1) 071 9746531 2) 067 4450178

3) 38044 576 8966 4) 38056 2999601

What is your (your friend’s, your parents’) phone number?

Practice reading numbers in pairs.

Ex. 2. Remember the following expressions.

Opening a call:

Hello. This is …/ This is … speaking.

Could/Can I speak to Ann, please? I’d like to speak to …

I’m afraid she’s at a meeting.

on holiday (until …).

not in the office.

out of the office

not available just now.

Is that (Mr. Roberts)?

Is it a good time to talk about this? / Do you have time right now?

Structuring a call:

I’m calling to (discuss) …/ I’m phoning about …

There are three things I would like to talk about.

Can I leave a message?

Would you like to leave a message? / Can I take a message?

Hold on. I’ll connect you / I’ll put you through to Mr. …

What’s your extension (контактный) number (mobile number, fax number)?

Closing calls:

OK. I’ll send / post / phone / come …

Is there anything else?

I look forward to seeing (meeting, hearing) from you next week.

I’ll call later today.

Can I tell you back in ten minutes?

Can you confirm(подтвердить) that by tax?

Thank you for your help. Thank you for calling (back).

Communication difficulties:

The line is engaged (busy).

There’s no answer.

We were cut off. разъединили

It’s very noisy here. Can you speak up(громче)?

Could you speak more slowly, please?

Shall I repeat that? – Yes, please?

I’m sorry, I didn’t hear what you said. Could you repeat that, please?

Could you spell that (your name, surname), please?

It’s bad line. Can you hear me?

I’m sorry, I think you’ve got the wrong number. Try again.

Ex. 3. Look at these telephoning expressions. Underline the correct word(s) to complete the sentences.

Example: Can I speak to / with Helen, please?

1. Can I give / leave a message, please?

2. I am / This is Dan speaking.

3. The line’s occupied / busy at the moment.

4. I’m afraid / frightened Mr. Jones isn’t in the office now.

5. I like / I’d like to speak to John, please.

6. I’m / It’s Georgia King speaking.

7. Hold on / Hold you on a minute, please.

8. Could you call back in / after ten minutes?

9. I’ll call late / later today.

Ex. 4. Make up questions corresponding to the following answers.

• * Can I speak to Fred, please? This is Fred speaking

• * Is that (Mr. Roberts) ?He’s not here.

• * Could he call back in ten minutes? – Well. I’ll tell him you called.

• - When can I call again? – You can call again this afternoon.

• * Could you take a message– Just a moment. Let me get a pen.

• Hello! I’d like to talk to…? – I think you’ve got the wrong number. It isn’t 718 54335433.

Ex. 4. Work in groups. Discuss.

1. What do you enjoy about using the phone? Because it is fast, convenient, and in our countries compared to others, It isnot expensive.

2. What do you dislike about making phone calls? If we are talking about mobile phones, it is not always easy to hear the interlocutor. In winter, the hand freezes if you hold the phone for a long time.

3. What is difficult about making a first-time call to a stranger? It's just scary, inner panic.

4. What can you do to make such calls easier? Rehearse your speech mentally.

5. What can you do to establish a relationship with a stranger more quickly? Find common interests and topics for conversation.

Ex. 5. What do you say (or do) if,

* the person wanted on the phone is out; When can I call again?

* someone rings you up by mistake; I’m sorry, I think you’ve got the wrong number. Try again.

* you can’t hear the person’s name on the phone; Could you spell that (your name, surname), please?

* you want to book a long-distance call; Good morning, I want to book a call to … My name is…

* you hear the telephone ringing when you are staying at your friends; I’ll call later today.

* you hear a frequent high-pitched buzzing (частый пронзительный шум); It’s very noisy here. Can you speak up?

* you hear someone answering your telephone call at the other end of the line; Hi , Is it a good time to talk about this? / Do you have time right now?

* you don’t know by the voice who is ringing you up; I’m sorry, I think you’ve got the wrong number. Try again.

* you are busy at the moment and can’t have a talk on the phone; Can I tell you back in ten minutes?

* something is wrong with your telephone. It’s bad line. Can you hear me?

Ex. 6. When do you say or hear:

* hold the line; Hold on. I’ll connect you

* you’re through(дозвонились); Is Mr. Courtney in?

* could I leave a message for him? Just a moment. Let me get a pen.

* could he ring back as soon as he returns? Yes, certainly. Does he know your telephone number?

* you are wanted on the phone; This is Fred speaking

* you’ve got a wrong number; : I’m sorry to have bothered you

* Hello. I'm wondering if you could help me. I've been dialing (набирать телефонный номер) 340-1908 for the past hour but I can't get through. go ahead, please; Thank you.

* who is that speaking? Hello. This is

* who shall I say is calling? This is … calling

* hold on a moment, please; Hello. May I speak with…. for a minute?

* I’ll call back later; OK. I’ll tell him. Goodbye.

* could you speak up, please; Yes, I’d like to talk to

* are you there? No, I’m here.

* ask Mr. N. to call me; Of course, what was your name again?

* sorry to have troubled you. That's quite all right.

Ex. 7. Make up dialogues:

Situation 1. A business partner calls you to inform about his visit to your company. You would like to meet the caller at the airport. Find out flight number, arrival time, his mobile phone number.

Situation 2. Someone calls you to talk to your boss. Ask the caller to spell his/her name and company name so you can write it down. Your boss is at a meeting and can’t be disturbed. Offer to leave a message or say your boss will call back later today. Get a phone number.

Situation 3. Your business partner calls you. The line is bad. Explain it and ask him/her to try again or speak up.