8. Read the following statements and decide if they are true or false.

1. As nowadays modern technology, such as email or text messaging, is widely used, the telephone becomes less important as a means of communication.

2. Proper phone technique can make or break deals or relationships.

3. When answering the phone for business, you should introduce yourself or your company.

4. If your call has been expected, you should remind them of the prior conversation and appointment.

5. Never interrupt the other party even when they are drifting from the topic at hand.

6. At the end of the call use your notes and repeat any resolutions or commitments on either side to be sure you have reached an agreement.

Лучше везде общие вопросы сделать.

9. Answer the following questions.

1. What is telephone is so important in business communication?

2. What can help guide you through the call and maintain control of the conversation?

3. Why is it necessary to identify yourself and your company?

4. How should you state the purpose of your call?

5. When must you set up a specific day and time for a follow-up phone call or other method of communication such as email?

6. Why should we always end the call on a pleasant note?

10. Read the following dialogues and say what the purpose of each call was, what actions were taken by the callers and the recipients, and what problems occurred during some of these calls. Then act out the dialogues in pairs.

Conversation 1

Michelle: Hello, you've reached the marketing department. How can I help?

Male: Yes. Can I speak to Rosalind Wilson, please?

Michelle: Who’s calling, please?

Male: It’s Richard Davies here.

Michelle: Certainly. Please hold and I’ll put you through.

Male: Thank you.

Conversation 2

Michelle: Hello, marketing. How can I help?

Male: Could I speak to Jason Roberts please?

Michelle: Certainly. Who shall I say is calling?

Male: My name’s Mike Andrews.

Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’m just putting you through.

Conversation 3

Male: Hello, this is the press office.

Michelle: Could I speak to Rachel Allsop, please?

Male: I’m sorry, you must have the wrong number. There’s nobody of that name here.

Michelle: Oh. Can I check the number I’ve got…. is that not 5568790?

Male: No, it’s 5558790.

Michelle: Oh, sorry about that. I must have dialled the wrong number.

Male: No problem! Bye!

Conversation 4

Male: Hello, press office, can I help you?

Ruth: Hello. Paul Richards, please.

Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and put you through. In future his direct number is 5558770.

Ruth: Did I not dial that?

Male: No you rang 5558790.

Ruth: Oh, sorry to have troubled you.

Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension.

Ruth: Thanks.

Conversation 5

Secretary: ABC Electronics. May I help you?

Anna: Hello, may I speak to Mr. Kelly, please? This is Anna Sedova calling.

Secretary: Would you hold the line, please? I'll see if he is in. I'm sorry, Mr. Kelly is out right now. Would you like to leave a message?

Anna: Yes, please. Tell him Anna Sedova from New Products called about the exhibition next week.

Secretary: How do you spell your last name, please?

Anna: That's S as in Samuel, E as in Edward, D as in David, O as in Oliver, V as in Victor, A as in Alice. Sedova. Could you ask him to call me back? My number is 555-3456 (five-five-five, three-four five-six)

Secretary: Sure. I'll give him your message.

Anna: Thank you very much. Good-bye!

Conversation 6

Claire: Hello, finance department

Female: Hello, can I speak to Adrian Hopwood, please?

Claire: I’m afraid he’s in a meeting at the moment. Can I help?

Female: No, I need to talk to Mr. Hopwood, I think. What time will he be out of the meeting?

Claire: In about an hour. Can you call back later?

Female: Okay, I’ll do that.

Claire: Or can I take a message?

Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back.

Claire: Can I take your number, please?

Female: Yes, it’s 5556872.

Claire: 5556872. Okay, I’ll make sure he gets the message.

Female: Thanks very much for your help, bye!

Claire: Goodbye!

Conversation 7

Michelle:	Mr Hibberd’s office!
Peter:	Hello, can I speak to Brian Hibberd, please?
Michelle:	I’m afraid he’s in a meeting until lunchtime. Can I take a message?
Peter:	Well, I’d like to arrange an appointment to see him, please.   It’s Peter Jefferson here.
Michelle:	Could you hold on for a minute, Mr. Jefferson. I’ll just look in the diary. So when’s convenient for you?
Peter:	Some time next week, if possible. I gather he’s away the following week.
Michelle:	Yes, that’s right, he’s on holiday for a fortnight.
Peter:	Well, I need to see him before he goes away. So would next Wednesday be okay?
Michelle:	Wednesday… let me see. He's out of the office all morning. But he's free in the afternoon, after about three.
Peter:	Three o'clock is difficult. But I could make it after four.
Michelle:	So shall we say 4.15 next Wednesday, in Mr Hibberd's office?
Peter:	Yes, that sounds fine. Thanks very much.
Michelle:	Okay, then. Bye.