UNIT 2 MAKING CONTACT
UNIT 2 MAKING CONTACT
AGENDA AGENDA Phoning your Situations Making a call Acdon Exercises 1, 2 and 3 the firm
contacts Telephone terms Datafile: The telephone Exercise 4
Appointments Confirming arrangements _ Exercise 5 Changing arrangements Exercise 6 Times and dates Exercise 7 Arriving at At reception Exercise 8
Getting past the secretary Meeting people
First words
Small talk
Ending the small talk
Trang 2UNIT 2 MAKING CONTACT PHONING YOUR CONTACTS Exercise 1 Switchboard You Switchboard Secretary You Secretary You Secretary You Secretary You Secretary You Secretary You Secretary Exercise 2
Phoning your contacts
Making a call
A few common expressions are enough for most telephone conversations Practise these telephone expressions by completing the following dialogue using the words listed below
Conglomerate Group; can I help you?
CouldI Mr Pardee, please? Putting you
Hello, Mr Pardee’s I help you?
, can you hear me? It’s a line Could you _ up, please?
IS THAT BETTER? Whos — _, please?
(your name) from (your company)
Oh, hello How nice to hear from you again We haven’t seen you for ages How are you?
Fine, thanks Could you me to Mr Pardee, please?
the line a moment I’ll see if he’s in I’m so sorry, ’m afraid he’s not in the at the Could you give me
your ,andYHaskhmto_—_— you ?
Im_ ———— 347 8621 That's London Wouid you like to leave any for him?
No, thanks Just tell him I
Certainly Nice to hear from you again
TT expect him to me this afternoon, then Thanks
You’re welcome Goodbye
on speak to message bad put through number call back ring secretary through office speak speaking can hello
rang hold Moment through
Note If you do not hear or understand the other person, say: I’m sorry? or I’m sorry, I don’t understand, could you repeat that, please? It is not polite to say: Please repeat?
On the line
Now make the same telephone call to Mr Pardee using the cassette You will hear the voices of the switchboard operator and the secretary At first you may look at the text above, but then try to use only these notes
Call Pardee If he’s out ask him to call back on 071-347 8621
Trang 3UNIT 2 MAKING CONTACT PHONING YOUR CONTACTS
© © Exercise 3 Putting you through
Before using the cassette read the flowchart Then, on the cassette, you make several telephone calls to Mr Pardee of Conglomerate Group You will hear the voices of the switchboard and of Mr Pardee’s secretary You must make suitable replies using the expressions on the flowchart Repeat the exercise several times, until you can do it without
the book
Key
What you hear
What you say
Decisions for you to make: Instructions to follow:
Could I speak to John Pardee, please?
Hold the line
Putting you through
Mr Pardee’s office Can I help you?
on the other line at the moment Would
you like to hold?
Yes, I'll hold
Putting you through,
now 24 Conglomerate Group Can I help you? Sales Department \— John Roberts speaking Could I speak to Mr Pardee please?
I'm afraid Mr Pardee
Is 9
\
Low not in the office at the moment
When will he be back? Not until tomorrow, I'm afraid
Trang 4UNIT 2 MAKING CONTACT PHONING YOUR CONTACTS Start here: Dial the number
\ Wait for the reply
>
| Sorry, I must have the
} wrong extension Could
you transfer me back to Switchboard, please?
Àà —.- Can Ị tell hm who's
rr? calling?
Sorry, I must have the wrong number
Helmut Cohen
from Leclerc Systems
Putting you through
Good morning, Mr
Pardee This is Helmut Cohen from Leclerc Systems in a meeting
° Can I give him a
\ message? : Ì aWay 0n vacation Good morning
Yes please Could you ask him to call me back My name is Helmut Cohen from
Leclerc Systems My
number is 278 9441
Perhaps I could speak to someone else in the Purchasing Department?
Is the voice clear? If not say: ⁄ ~~
| “ Right Pll ask him to Pll put you through Sorry, it’s a bad line › / call you back Mr O’Conner Could you speak up,
please?
Trang 5Datafile: The telephone
This datafile gives you many of the terms and phrases commonly used in making telephone calls
The phone book
Look up their number in the phone book (or directory)
I'll look up the number in the telephone book (US)
The number is ex-directory (UK)
The number is unlisted (US)
l’ll ring Directory Enquiries for the number (UK)
[II call information (US)
The receiver
Can | help you?
Putting you through I'm afraid he’s not
The line available at the
He’s on the other line moment (UK)
Would you like to I’m afraid he’s tied
hold the line? up at the
The line is engaged
(UK)
The line is busy (US)
moment (US) You’re welcome Goodbye The operator
Dial 100 for the
operator (UK) Dial O (zero) for
the operator
(US)
I'd like to make a
reverse charge v (or transfer
charge) call
(UK)
I'd like to make a ý collect call
(US)
A message pad
Can ! tell him who called? Can | give her a message?
Could | take your number?
The dial
Dial 123 for the correct time (UK) “Remember
Listen for the dialling tone If you do not understand, say All lines to the country you have dialled “Sorry, | didn’t quite catch that.”
are engaged Please try later (UK) “Sorry, could you say that again.”
Trang 6
UNIT 2 MAKING CONTACT PHONING YOUR CONTACTS
Exercise 4 Using telephone terms
A After studying the Datafile, decide whether the following are true or false
true false a) For international calls you dial: the country L] LÌ
code + the area code + the number
b) The caller does not pay for a collect call LÌ LÌ
c) Directory Enquiries will put you through to LÌ LÌ the number you want
d) Switchboard and operator are the same people LÌ L} e) The dialling tones for ‘ringing’ and ‘engaged’ LÌ LÌ
are different
B Insert the missing word
a) Look it in the directory
b) Hes_ — the other line
ce) Liten_ — — the diaHing tone
đ) He’s tied
e) She'll ring
C Insert the correct term
UK term US term
a) Directory Enquiries
b) reverse charge call ——_—~
ec) _ busy d) area code e) ex-directory ae m than GMT
Bulgaria ale Customer's
Area
- Country code If not listed SW, call 153 number
International code 359 and ask for the code
010
6 Rousse
Area codes 13 Gabrovo - - a Smolian
Blagoevgrad 56 Lovetch , SỐ 42 Sofa - Burgas ae 519 Plovdiv
Devnya Tones (see Pag
Burkina Faso
e3): Ring E Engaged P
International code
010 226
Tones : Ring" E Engaged B
Trang 7Appointments Exercise 5 Confirming arrangements
aa The day before your meeting you may want to call your contact to
O :
confirm the arrangement Here are the expressions you need
Language input Mr Smith? This is (your name)
I’m ringing to confirm our meeting tomorrow 2.15 at your office, as arranged?
as we agreed?
as we said?
Good | look forward to seeing you Goodbye
It is Tuesday and you have just arrived in Chicago First, read your list of appointments for the rest of the week Now you must make calls to confirm them On the cassette you will hear the telephone ring and the person answer Then you must confirm the
arrangements you have made There are six calls to make
July
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Flight TW 940 Chicago
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[1.30 ° 10.00 Senator Sto
7 Sat Bavou Hotel
Trang 8UNIT 2 MAKING CONTACT APPOINTMENTS
Exercise 6 Changing arrangements
It is not always possible to follow your original plans You, or your Ø & contact, may want to change an appointment
Language input To apologize, say: I’m afraid that
I’m sorry but
Example I’m afraid that I can't manage Thursday I’m sorry but I’m going to Boston on Friday
To suggest another time, say: Could I suggest .? What about .?
Perhaps .?
Below 1s a schedule for vour week in Sydney, Australia Before you leave for Sydney vou receive some telephone calls from people you are going to VISit
¢ They want to change their appointments
* You do not want to change the order of the appointments ® You would prefer not to meet them on the day they suggest © Suggest a different time on the original day
Example I’m afraid I can’t manage Monday Could I suggest (or What about) Tuesday afternoon at 3 o’clock instead?
e Study your schedule before you start the cassette
e When you change the appointments, note the changes on your
schedule
Monday, 12 November
morning Arrive Sydney airport 8.30 a.m afternoon 3 p.m meet Tim Brown (agent) at hotel Tuesday, 13 November
morning 10 a.m Mr Whitley, Australian Chemical Bank
afternoon
Wednesday, 14 November morning
afternoon 2 p.m Lund & Lund Associates (Mr William Lund) Thursday, 15 November
morning
afternoon 3 p.m Jenny Kinsella + colleagues (B.I.G Distribution) Friday, 16 November
morning 1] a.m Tim Brown
afternoon Flight 390, depart Sydney 6 p.m
Trang 9
UNIT 2 MAKING CONTACT APPOINTMENTS
Tapescript Hello? Mr Rossi? This is the Australian Chemical Bank I’m Mr
Whitley’s secretary I understand you have an appointment for 10 a.m on Tuesday 13th I’m afraid that Mr Whitley is rather tied up then Could I suggest Mondav instead?
Yes, I’m sure that will be OK
Hello, Mr Rossi? Tim Brown, your agent Small problem Our meeting for Friday is all right, but Monday afternoon is likely to be difficult; someone is coming to see us who might be a useful outlet for some of your range Perhaps we could change our meeting to
Tuesday afternoon?
Yes, OK Right, that’s fine
Mr Rossi? It’s Jenny Kinsella here From B.1.G I’m sorry but my colleagues can’t all make it on Thursday afternoon Could I suggest we meet on Tuesday instead?
Er yes why not? OK Well, thank you very much Hello again, sorry, Tim Brown here again I forgot; I have some other customers visiting on Friday morning How about a meeting on Thursday sometime, if that’s all right with you?
Right Sorry to be difficult Thanks a lot, Mr Rossi Bye now Mr Rossi? Good morning ’m ringing for Mr Lund of Lund and Lund Associates He’s very sorry, but he won’t be able to manage Wednesday afternoon Could I suggest Friday afternoon instead? Well, I think that should be all right PH give you a call this afternoon to confirm that Thank you Goodbye
Exercise 7 Times and dates
Language input you read: you say: you read: you Say:
0900 nine o'clock 1 Feb the first of February 0930 nine thirty 2 Aug the second of August
1 p.m./1300 at | one o’clock/thirteen 3 Dec on | the third of December
hundred hours = 4 Oct the fourth of October 1.30/1330 one thirty/thirteen 21 Jan the twenty-first of
thirty January
Note: 7/4/93 = 7 April 1993 (UK) 4 July 1993 (US)
Trang 10
UNIT 2 MAKING CONTACT ARRIVING AT THE FIRM
Arriving at the firm
Exercise 8 At reception
Language input To explain why you are there, say: | have an appointment with
(Miss Rush in Personnel) If you want other things too, say: But first, could you tell me (where the toilet is)?
OTC) —=
Now, at reception, ask for the following people and information On your cassette you will hear the receptionist say: Can I help you?
a) b) c) d) e) Miss Jones/Personnel/toilet Jim Ludd/Accounts/telephone
Mrs Sindon/Operations/tell me if Mr East is in
Sam Higgin/Buying Department/the name of the chief buyer Margaret Conrad/Public Relations/Miss or Mrs?
Practise saying the following aloud Example 0930, 18 June 1993: at nine thirty on the eighteenth of June, nineteen
Trang 11UNIT 2 MAKING CONTACT ARRIVING AT THE FIRM
Exercise 9 Getting past the secretary
If you make a ‘cold call’ (without an appointment), you could have difficulty in getting past the secretary of the person you want to see Here are a few suggestions of things you might say to the secretary a) I don’t mind waiting until he’s free
b) I’m sorry, I tried to ring in advance, but I couldn’t get through c) Could I have a word with him on the phone?
d) Would you tell him I’m here, please?
e) I’m sure he’d be sorry if we weren’t able to meet f) I’m only here for a brief visit before I return home g) It should only take a few moments Is he in his office? Which ones would you use in the following dialogue? (There are several possibilities.)
You I wonder if I might have a word with Mr Rodgers? Secretary I’m afraid he can’t see you without an appointment
You
Secretary I’m sorry, but I can’t let you see hiny unless you’ve arranged a
meeting
You
Secretary Sorry, but I have my instructions $ You
Secretary Mr Rodgers is a very busy man, you know You
Secretary He did ask me not to disturb him You
Secretary I’m afraid he isn’t available at this moment
You
Secretary Very well, Pll tell him you’re here
Exercise 10 Now you do it!
© @ will hear Mr Rodgers’ secretary, who begins by saying ‘Can I help
you?’ Speaking in the pauses, try to obtain an interview with him At first you may use the notes above, but then try to manage without them
=—= —] Now it is your turn to try and see Mr Rodgers! On the cassette you
Trang 12
UNIT 2 MAKING CONTACT ARRIVING AT THE FIRM
Datafile: Introductions
Introducing yourself
! don't think we’ve met I’m
be
Introducing others
Let me introduce you Maribel, this is Charles Hammond Charles, this is Maribel Rivera
| think you two have already met: Steve Reich - Ruth Harris
Greeting s Pleased to meet you r
How do you do
Ah yes; nice to see you again! How |
are you? |
Fine, thanks How are you? |
How to use people’s names
Surnames Pleased to meet you, Mrs Rivera This is polite and shows respect It is usual How do you do, Mr Hammond _ to use surnames at a first meeting
First Nice to see you, Steve This is informal and most frequently used names Hi! Pierre, how are you? with friends It is used more easily in the US
Trang 13UNIT 2 MAKING CONTACT ARRIVING AT THE FIRM
Exercise 11 Meeting people
What would you say to the following people when you meet them for the first time?
Example Pleased to meet you, Mr Copella How do you do, Mr Blahofer Hello, Bill!
Hi, Karl!
tà
Doctor Lodge Louise Mrs Truman
(at the surgery) (at an office party) (at a formal dinner)
Edward Lyon Mr Guyot J C Offenbach, Jnr
(at an in-company (a Canadian (your new
management customer) vice-president)
seminar)
Exercise 12 First words
Often the first words are the most difficult Below are some suggestions for ‘breaking the ice’ Which of the sentences could be said by a visitor, and which by the person receiving the visitor? a) Sorry I’m a little early I hope it is not inconvenient b) Is the weather the same in your country?
c) Sorry to keep you waiting I was rather tied up just now d) I’m pleased to be here, after a trip like that!
e) Is this your first visit? What do you think of the city? f) People are very helpful here On my way to meet you g) Isn’t it cold today?
h) You found us without too much difficulty, then?
i) It’s good of you to spare the time j) It’s kind of you to come all this way k)ỳ I like your offices Have you been here long? 1) Did you have a good trip?
m) Would you like a cup of coffee?
Trang 14UNIT 2 MAKING CONTACT ARRIVING AT THE FIRM
Exercise 13 Small talk
Before talking about the details of your business, there is usually a period of social conversation (small talk) which can be difficult A good tactic is to ask questions There are three reasons for this: people like talking about themselves; it is easier for you to listen; you may learn something useful!
Language input To form questions:
1) with to be and to have change the word order Example Are you busy this month?
Have you had some coffee? 2) with all other verbs, use do and did
Example Do you smoke?
Did you come to last year’s Trade Fair?
3) use question words and phrases like where, who, what,
when, how (long/big)
Example What does your company produce?
How big is your Canadian operation?
Practise asking questions, as small talk, from the following notes: how/get here this evening
you/see Herr Gluck often you/been to New York before
your firm/have many overseas branches how big/your department
you/worked here long
when/you plan to return home
who/in charge of your publicity department international situation/affect your exports Jim Adler/still work here
Exercise 14 Ending the small talk
If the small talk continues too long, you may want to change the subject to business matters Here are some ways of doing it A With someone you know well:
Let’s get down to business or Let’s get started B With someone you don’t know well:
Perhaps we could talk about the subject of our meeting or
Shall we talk about the reason I’m here?
Which expression would you use in the following situations? a) On a sales visit to a potential customer
b) Ata weekly planning meeting with colleagues c) At your first meeting with the new group auditors d) Ata meeting to obtain finance from a bank e) Before making a speech at an office party
Trang 15Progress check
Phoning your a) If you get the wrong extension, you say:
contact
b) If you cannot hear, you say:
c) Ifthe person you want is out, you can say (give 3 possibilities): d) Ifthe person you want is on the other line, you can say: e) To make the other person pay, ask the operator for a
f) Say this number: 021-237 5012 What is the 021 part called?
Appointments g) What would you say to Mr Smith to confirm this appointment? Mr Smith/1015 tomorrow his office
h) You have already arranged another meeting for 1015 tomorrow How would you tell Mr Smith that you cannot meet hum then, and suggest 2 p.m.?
i) And when he agrees, you can say:
Arriving at j) You have an appointment (Mrs Le Tan, 11 a.m., Personnel)
the firm but want the toilet first What do you say at reception?
k) You have no appointment What could you say to the secretary, in order to see her boss?
1) How would you introduce Bill Brown, of Badgers, to Red Reynolds of Revolt Inc.? They have never met
m) Someone says ‘How do you do?’ to you What do you reply? n) At a cocktail party at the firm you see another person who, like
you, is alone How do you introduce yourself to that person? 0) What do you say when you meet Professor James Perkins? p) You are on a sales visit to a new customer He seems to be
avoiding the subject of the contract you want to talk about How can you stop the small talk?
Trang 16UNIT 2 MAKING CONTACT ANSWERS; TRY JT YOURSELF Answers Exercise 1 (in order): speak to; through; office; can; hello; bad; speak;
speaking; put; through; hold; office; moment; number; ring; back; on;
message; rang; call Exercise 3 See flowchart
Exercise 4 A: a) true; b) true; c) false - they only give you information
about numbers and codes; d) false - a switchboard is in a company, the
operator works in the public telephone system; e) true B: a) up; b) on;
€) for đ) up; e) back C: a) information; b) collect call; ¢) engaged;
d) code; e) unlisted Exercise 5 See Language input
Exercise 6 Possible new schedule: Monday: arrive Sydney a.m, afternoon free; Tuesday: 10 a.m Tim Brown, 3 p.m Mr Whitley; Wednesday: 10 a.m Mr William Lund; 3 p.m Jenny Kinsella + colleagues; Thursday: morning free; 3 p.m Tim Brown; Friday: morning free, flight departs 6 p.m
Exercise 7 a) at ten-fifteen on the twenty-fifth of September; b) at two- fifteen on the ninth of September; ¢) at eleven-thirty on the twenty-third of April; d) at three-thirty on the thirty-first of May; e) at five p.m on the twenty-second of July; f) at twenty-thirty on the second of August; g) at fifteen hundred hours on the twenty-eighth of February; h) on the eleventh of July, nineteen ninety-three; i) on the eleventh of July, nineteen ninety-three; j) at twenty-one thirty on the third of June nineteen ninety-three Exercise 8 See Language input
Exercise 9 There are several possibilities; for example, c,b,a,e or d,f,g Exercise 11 How do you do, Doctor Lodge? Hi, Louise! Pleased to meet you, Mrs Truman Hello, Edward Pleased to meet you, Mr Guyot Pleased to meet you, Mr Offenbach Exercise 12 Visitor: a, d, f, g, i, k Exercise 13 How did you get here this evening? Do you see Herr Gluck often? Does your firm have many overseas branches? How big is your department? Have you worked here long? When do you plan to return home? Who is in charge of your publicity department? Does the international situation affect your exports? How does the international situation ? Does Jim Alder still work here?
Exercise 14 a) B; b) A; c) B; d) B; e) A
Progress check a) Sorry, I have the wrong extension Could you transfer me back to the switchboard? b) Could you speak up a little, please? It’s a bad line c) When will he be back? Could you ask him to call me back? I’m on Could I speak to someone else, please? d) I'll hold e) collect call (US); reverse charge call (UK) f) 0-2-1-2-3-7-5-0-1-2 The area code (US): code (UK) g) Mr Smith? I’m ringing to confirm our meeting tomorrow; at 10.15, in your office, as arranged? h) I’m sorry but I’m tied up in the morning; could I suggest 2 p.m? i) Good I look forward to seeing you Goodbye j) I have an appointment at 11 a.m with Mrs Le Tan, in Personnel But first, could you tell me where the toilet is? k) See list of possibilities on page 32 1) I don’t think you’ve met Bill, this is Red Reynolds, from Revolt Inc Red, this is Bill Brown, from
Badgers m) How do you do/pleased to meet you n) I don’t think we’ve met I’m 0) How do you do, Professor Perkins p) Perhaps we could talk about the reason I’m here
T it Now that you have finished this unit, try to manage by yourself,
without the book Use Unit 2 on cassette 2, side 2 On the
yourself cassette, you will make and receive telephone calls, confirm and change arrangements, visit a company and meet a number of people Practise until you can do the whole unit, which lasts about five minutes, without stopping your machine