Exercise 3. Answer the questions
1. Why is the telephone the most popular way of communication?
2. Why do we often waste our working time speaking on the phone?
3. What should be done to save the time at telephone conversations?
4. What types of phone calls do you know?
5. What does planning of outgoing calls include?
6. What should you do dealing with incoming calls?
7. What are behavior patterns at business telephone conversations?
8. What should you say if you didn't understand the person properly?
9. What should you say if the person wanted on the phone is out?
10. As that very polite to cover the mouthpiece?
Exercise 4. Answer the additional questions
1. What does "collect calling" mean?
2. What is the number of emergency service in Britain? In America?
3. What's the English for "сотовый телефон"?
Exercise 5. Choose the correct words in italics to complete the telephone conversation
A: Fenton Engineering.
B: Number /Extension 473, please.
A: I'm afraid the line's broken /engaged. Will you hold?
B: Yes.
A: The line's free now. I'll put / connect you through.
B: Thank you.
C: Paint shop.
B: I'd like to speak to Mrs. Isaacs.
C: Who’ s / Whose calling, please?
B: Jacques Duval.
C: Wait / Hold on, Mr. Duval. I'll bring /get her.
C: I'm afraid /regret she's in a meeting. Do you want to call up / back later?
B: No, it's urgent. Could you leave /take a message?
C: Yes, I will / of course.
B: Must / Could you ask her to call me back?
C: Does she have your number?
B: No. It's Paris - the code /area is 00 331, then the number is 46 58 93 94. Could you sav / read that back to me? C: 0033146589394.'
B: That's right.
C: Anything / What else?
B: No, that's anything /all. Thank you very much.
C: You're welcome / fine.
B: Goodbye.
Exercise 6. Match these comments to their replies
1. Sorry, could you spell that? a. Yes, it's 0181 432 9191.
2. Could I speak to Mrs Fencon, please? b. That's OK. I'll hold.
3.Could you take a message? с I'll call back next week, then.
4. I'm afraid the line's busy at
the moment. d. Speaking.
5. I'm sorry but he's away this week. e. Yes of course. I'll get a pen.
6. Could you repeat that? f. Yes, it's M-E-E-U-W-S.
Exercise 7. Number this jumbled conversation in the correct order.
-I'll sign them this afternoon and send them back to you.
- Hello. My name's Beata Szlachetka. I'd like to speak to Kate Chapman please.
-Good morning. IKI Industries. How may I help you?
-Hold the line, please. I'll see if she's in.
-Great. Thanks a lot.
-(pause) Hello. Kate Chapman speaking.
-Beata Szlachetka and I'd like to speak to Kate Chapman.
-Hello, this is Beata.
-Sorry. I didn't quite catch that.
-Hi, Beata. How are you doing?
-OK. Busy as usual.
-Fine, thanks. And you?
-Yeah, they came this morning but I haven't signed them yet.
-I'm just ringing to find out if you've received the copies of the contract.
-OK, there's no rush.
Exercise 8. Complete this UNIT about a telephonist's job with the correct form of nouns and verbs
I work on the a …. so I answer all the calls that come in.
When the phone b …. I answer it and I say "Hello, Worldwide Limited. Can I help you?". The person on the other end c …. somebody in the company and I try to d…. them. The company closes at about six in the evening, but we leave the e …. on all night and at weekends. I listen to the f …. when I arrive in the morning.
Exercise 9. Write what a secretary says:
a) if the caller wants to leave a message.
b) if the boss is out at the moment.
c) if the caller is to wait.
d) if the caller wants someone to call him back.
РЕКОМЕНДУЕМАЯ ЛИТЕРАТУРА
Основная литература:
1. Богацкий И.С., Дюканова Н.М. «Бизнес курс английского языка» – 5 издание – Киев: Логос; М.:Рольф, 2000.- 352 с.
2.Шевелева С.А., Стогов В.Е. «Основы экономики и бизнеса», Юнити, М. 2006
Дополнительная литература:
1.Бреус, Е. В. «Основы теории и практики перевода с русского языка на английский: Учеб. пособие/ Ун- т Рос. акад. образования.-М.:Изд-во УРАО,2001.- 207 с.
2.David Cotton, David Faley, Simon Kent Market Leader Longman, Financial Times 2001
3.David Grant and Robert McLarty «Business Basics», Oxford University Press
4.Vicki Hollett «Business Objectives», Oxford University Press