Example Business Telephone Conversation - Role Play

Ms Anderson (sales representative Jewels and Things): ring-ring ... ring-ring ... ring-ring ...
Secretary (Henry Smith): Hello, Diamonds Galore, this is Henry speaking. How may I be of help to you today?

Ms Anderson: Yes, this is Ms Janice Roberts calling. May I speak to Mr. Franks, please?
Henry Smith: I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?

MsAnderson:Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you?
Henry Smith: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions..

Ms Anderson: Great, I'd love to see this problem resolved as quickly as possible.
Henry Smith: Well, we still haven't received the shipment of earrings that was supposed to arrive last Tuesday.

Ms Anderson: Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning.
Henry Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that.

Ms Anderson: Yes, the shipment was delayed from France. We weren't able to send along your shipment until this morning.
Henry Smith: I see. Mr. Franks also wanted to schedule a meeting with you later this week.

Ms Anderson: Certainly, what is he doing on Thursday afternoon?
Henry Smith: I'm afraid he's meeting with some clients out of town. How about Thursday morning?

Ms Anderson: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?
Henry Smith: No, it looks like he's free then.

Ms Anderson: Great, should I come by at 9?
Henry Smith: Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10?

Ms Anderson: Yes, 10 would be great.
Henry Smith: OK, I'll schedule that. Ms Anderson at 10, Friday Morning... Is there anything else I can help you with?

Ms Anderson: No, I think that's everything. Thank you for your help... Goodbye.
Henry Smith: Goodbye.

Keywords and Important Phrases

How may I be of help - This is a formal phrase used to show politeness. It means 'Can I help you?'
calling - telephoning
out of the office - not in the office
take a message - to write down a message from the caller
urgent - very important
delivery - the bringing of goods to a client
mentioned - said
resolved - taken care of
as quickly as possible - in the fastest manner, ASAP
shipment - delivery, the bringing of goods to a client
assured - certainty that something is true or will happen
pleased - happy
delayed -not be able to do something on time
looks like - seems
staff meeting - a meeting of employees
lasts - takes time
schedule - future appointments
rather - very, quite
still - a form of emphasis to show that something has not been done up to the moment in time
send along - deliver
How about - phrase for making suggestions
else - another added person or thing

Short Summary of the Telephone Conversation

Ms Anderson telephones Diamonds Galore to speak with Mr. Franks. Mr. Franks is not in the office, but Henry Smith, the secretary, speaks to Ms Anderson about a delivery problem with some earrings. The earrings have not yet arrived at Diamonds Galore. Ms Anderson tells Peter that there was a problem with the shipment from France, but that the earrings should arrive tomorrow morning.

They next schedule a meeting between Ms Anderson and Mr. Franks. Mr. Franks is not able to meet with Ms Anderson on Thursday because he is busy. They finally decide on Friday morning at 10 o'clock after a staff meeting that Mr Owen usually holds on Friday mornings.

Task 2: Make up telephone dialogues of your own using the standard phrases from the above list.

Write a short summary of each conversation after you have listened to it.

X. THE LANGUAGE OF MEETINGS AND NEGOTIATIONS

Meetings

Formal or informal deliberative assembly of individuals called to debate certain issuesand problems, and to take decisions. Formal meetings are held at definite times, at a definite place, and usually for a definite duration to follow an agreed upon agenda. In a corporate setting, they are divided into two main groups (1) Organizational meeting: normally a regular meeting involving stockholders (shareholders) and management, such as a board meeting and annual general meeting (AGM). (2) Operational meeting: regular or ad hoc meeting involving management and employees, such as a committee meeting, planning meeting, and sales meeting. A meeting is typically headed by a chairperson, and its deliberationsare recorded in a written form called minutes. Under corporate legislation, two main types of meetings are general meetings and special or extraordinary meetings. Such meetings must have a minimum number of members (called quorum) present to make the legally operative. Decisions (called resolutions) are made on the basis of the number of votes the assenting and dissenting parties can muster. Under the doctrine of collective responsibility, decisions taken at these meetings bind all members whether present or not.

Glossary

1. deliberate assembly – совещательное собрание

2. to debate certain issues – обсуждатьпроблемы

3. to follow an agreed upon agenda – следоватьутвержденнойповестке

4. organizational meeting – организационное собрание

5. operational meeting – оперативное совещание

6. adhocmeeting – специальное совещание

7. achairperson – глава, руководитель собрания, председатель собрания

8. deliberations - дискуссии

9. minutes – протокол собрания

10. general meetings – общее собрание

11. special or extraordinary meetings – экстренноесобрание