8. Сопоставьте реплики из левой колонки с ответными репликами из правой.

1. Can you put me through to extension 589, please?

a. Certainly. I’m calling to confirm a reservation.

2. Do you want to hold or would you like to call back?

b. Could you tell her John Whitman from Western Clinics called?

3. I’d like to speak to Mr. Morris.

c. This is Mr. Mountain from Generics Pharmaceuticals.

4. May I ask who is calling?

d. Yes, of course, it’s C-A-Y-T-O-N.

5. Can I ask the purpose of your call?

e. One moment, please. I’m putting you through.

6. I’m afraid she is out of the office right now. Can I take a message?

f. I’d like to enquire about flights to Amsterdam.

7. Can we arrange a meeting? What about Tuesday?

g. Speaking, please.

8. Could you spell your name, please?

h. No problem. What date would you like?

9. Travel Agency. How can I help you?

i. I’ll check my diary. I’m afraid I can’t make it Tuesday. What about Wednesday?

10. I’d like to book a single room in the name of Smith.

j. I’ll hold.

A Good morning, Hilton Hotel. Can I help you?

B Yes, please… er… just a moment.

A Hello? Are you still here?

B Yes, sorry…em…

A How can I help you?

B Oh, yes, can I speak to, er, to, er …Sylvia

Parker, please?

A Certainly, Sir. May I ask who is calling?

B Sorry?

A Can I have you name, please?

B Oh, yes, it’s John Powell, from Super Dent

company.

A Can I ask the purpose of your call,

Mr. Powell?

B Oh…em… I want to confirm the reservation

for the conference.

A Thank you, Mr. Powell. Putting you through

now.

A Good morning, Hilton Hotel. Can I help you?

B Yes, this is John Powell, from Super Dent

company. Could I speak to Sylvia Parker,

please?

A Certainly, can I ask the purpose of your call,

Mr. Powell?

B I’d like to confirm the reservation for the

next week’s conference.

A Thank you, Mr. Powell. Putting you through

now.

Вежливость, как известно, является неотъемлемой частью любого делового общения. Чтобы овладеть навыками эффективного делового общения, необходимо освоить некоторые формулы общения для вежливого оформления просьбы или приказа:

Could you, please…? – Не могли бы вы…

Would you do me a favour and …? – Не могли бы вы оказать мне услугу и …

Would you mind … ing? – Вы не будете возражать против …

I’d really appreciate it if you did it for me. – Мне было бы приятно, если бы вы сделали это для меня.

It’d be a great help if you could … . – Вы бы мне очень помогли, если бы могли …

Для вежливого оформления вопроса или для уточнения информации при деловом общения часто используется косвенный вопрос.

Do you know …?

Could you tell me …?

I’d like to know …

I wonder …

При построении косвенного вопроса необходимо помнить, что порядок слов во второй части вопроса прямой, в отличии от общих и специальных вопросов.

Сравните:

How much does it cost? (специальный вопрос) – I’d like to know how much it costs. (косвенный вопрос)

Will he be at the office in the afternoon? (общий вопрос)– Do you know if he will be at the office in the afternoon? (косвенный вопрос)