Everything that can be said can be said clearly

Ludwig Wittgenstein (1889-1951),

Austrian philosopher

STARTING UP

What makes a good communicator? Choose the three most important factors.

• fluency in the language • a sense of humour • an extensive vocabulary • grammatical accuracy

• being a good listener • not being afraid of making mistakes • physical appearance • an awareness of body language

What other factors are important for communication?

Discuss these questions.

1. Which of the forms of written and spoken communication below do you use most:

a) in your own language? b) in English?

Written	Spoken
e-mails faxes letters memos minutes reports	conversations interviews meetings negotiations phone calls presentations

2. Which do you feel you do best? Which do you like least?

3. Do you use any other forms of communication?

4. What kinds of problem can occur with some of the forms of communication above? Think about:

• formality / informality • technology

• jargon • tone of voice

• standard ways of doing things • visual gestures

5. Are you a good communicator? Complete the following questionnaire. Put down points for each statement (1 = strongly disagree, 10 = strongly agree).

I can stay cool when I am in the middle of a conflict.

2. I am willing to compromise when I have to.

3. I realize that others have needs.

4. I am very patient.

5. I can identify the most important issues quickly.

6. If necessary I can remain calm when I am being personally attacked.

7. I am willing to research and analyze issues carefully.

8. I believe in, and work towards, situations where both sides can win.

9. I can deal with stressful situations.

10. I am a good listener.

TOTAL = …….

If your total score was 80 or above, you are aware of most of the important issues in communication and have the makings of a good communicator. If you scored between 60 and 79, you will make a good communicator but there are some areas that you need to improve. If your score was below 60, you should rethink some of your attitudes about communication and get some additional training.

VOCABULARY

A. Which words below apply to good communicators and which apply to bad communicators? Add two adjectives of your own to the list.

articulate coherent eloquent fluent focussed hesitant inhibited lucid persuasive rambling responsive sensitive succinct tongue-tied ……………………. …………………….

B. Which of the words above have the following meanings?

1 concise

2 unable to speak

3 talking in a confused way

4 able to express ideas well

5 clear and easy to understand

6 good at influencing people

C. Use a prefix to form the opposites of these words from Exercise A.

· articulate

· coherent

· focussed

· inhibited

D. Think of a good communicator you know. Explain why they are good at communicating.

E. Successful communication is of central importance in international business today but very often communication is difficult because people in different jobs and companies or from other countries, have different ways of looking at the world. People have different styles of communication. This activity encourages you to look at your own styles of communication and to find out about each other's. You are to complete a questionnaire about student B's styles of communication. Using the descriptions below the box, ask him/her how far he/she thinks he/she has e.g. (for number 3) a formal or an informal style of communication and then tick the right box.

Example: if student В thinks he/she is very informal, you will tick box 3 or 4 on the informal side; if he/she thinks he/she is a little formal, you will tick box 1 or 2 on the formal side. Encourage him/her to think about examples of how he/she reacts in different situations.

(Ask your partner) Where on the scale do you position yourself for each of the following statements?

	4	3	2	1	0	1	2	3	4
Sensitive										Safe
Systematic										Organic
Formal										Informal
Directive										Participative
Dense language										Simple language
Direct										Indirect
Stressed										Relaxed
Involved										Detached

Statements:

1. Sensitive:you prefer to get to know quite quickly about the personal details of people you meet

Safe:you prefer not to discuss personal details with people who you have just met

2. Systematic:you prefer a very structured approach to communication

Organic:you prefer communication to develop naturally without thinking too much about structure or time

3. Formal:you prefer a traditional approach to dress, clothing, language and posture

Informal:you prefer a more relaxed, familiar approach to dress, clothing, language and posture

4. Directive:you prefer to take the initiative in communication and have others follow your lead

Participative:you prefer to consult, listen and build up a consensus among participants

5. Dense language:you prefer to give information of a specialized kind as efficiently as possible

Simple language:you prefer to give information of a specialized kind in as accessible a way to all listeners as possible

6. Direct:you prefer business communication to be only about the business in hand

Indirect:you prefer, in business communication, to be able to spend time in social conversation and touch on other subjects not directly related to the business in hand

7. Stressed: you prefer to generate energy to indicate the urgency of a situation

Relaxed:you prefer to play down the impact of a situation, no matter how urgent

8. Involved:you prefer to show your emotional attachment to the issues under discussion

Detached:you prefer to separate your feelings from the issues under discussion

When you have both asked each other all the questions, compare and discuss your answers.

F. In the language of business idioms, metaphors are often used with reference to the domains of sport, war and gambling.

USEFUL TIPS An idiom is an expression with a meaning that can be difficult to guess from the meaning of its separate words: talk to a brick wall means talk to an unresponsive person hear smth from the horse’s mouth means get the information directly from the person concerned

I’ve asked my boss for a pay rise several times,

but no luck. It’s like talking to a brick wall.

Complete these sentences with idioms from the box below.

a) put you in the picture e) get a word in edgeways b) talking at cross purposes f) beating about the bush c) get straight to the point g) heard it on the grapevine d) have a quick word h) on the same wavelength

1. OK, I'll ________________________ I'm afraid we're going to have to let you go.

2.'You and your boss seem to agree on most things.' 'Yes, we are ________________'

3. Susan, I know you are busy, but can I ___________________________ with you?

4. Some important decisions were taken at yesterday's meeting. Let me ___________.

5. I think we have been ____________________. I meant next month, not this month.

6. Anja dominates all our meetings. Once she starts you can’t __________________ .

7. He never gives you a straight answer. He's always _________________________ .

8. I _____________________________ that he's been fired. Is it true?

G. Choose the correct word to complete each sentence.

1. They were at a social event but they talked kiosk / shop / store all evening.

2. It's on the edge / end / tip of my tongue. I'm sure I'll remember her name soon.

3. She's our best sales rep. She's really got the gift / skill / talent of the gab.

4. When they told me I was fired I was at a lack / loss / shortage for words.

5. She lost the notes for her talk so she had to speak off the collar / cuff / sleeve.

6. He wanted a 30% discount and 90 days' credit! We weren't even talking the same language / meaning / words.

7. I haven't got the information to hand but, off the top of my brain / head / mind, I'd say about 2.5 million.

8. I've studied their accounts carefully but I can't make head or foot / hand / tail of them.

H. Draw a cartoon to illustrate an idiom. Let your partner guess what you mean.

SKILLS: SPEAKING ON THE PHONE

A. Answer the questions about yourself.

· How many telephone calls do you generally make in a week?

· How many of them are long-distance calls?

· Do you usually do quick phone calls or long ones?

· Could you live without a phone?

B. Complete the table by translating the following words and phrases. Use bilingual dictionary if necessary.

Active vocabulary and useful phrases	Russian equivalents
1. an extension
2. a receiver
3. a dial
4. buttons
5. a long distance/local call
6. a directory
7. to dial (a number)
8. to contact smb
9. to get in touch with smb
10. to give a ring/to make a call
11. to pick up the receiver
12. to hang up
13. Can I tell him who’s calling?
14. Who is calling, please?
15. Speaking.
16. You’ve got the wrong number.
17. Sorry to have bothered/troubled you.
18. The line is engaged.
19. Will you hold on?
20. I’ll see if he is in.
21. I’m afraid he’s out at the moment/he is not available.
22. Can I take a message?
23. Will you leave a message?
24. Could you speak up, please?
25. I can hardly hear you.
26. We had a very bad connection.
27. I’m sorry we were cut off/ we were disconnected.
28. I can’t get through.
29. Sorry I must have got a wrong extension.
30. Could you transfer me back to the switchboard, please?
31. Let me take down your number.
32. Could you spell your name, please?
33. Let me just check it.
34. Are you still there?
35. Go ahead.

C. Put the sentences in the correct order to make a conversation. Practice this dialogue in pairs.

q I’m afraid she’s in a meeting at the moment.

q Thank you. Good bye!

q I see. Well, can you ask her to call me back?

q I’ll make sure she gets your message, Mr Paved.

q Hersch Trading. Can I help you?

q Can you give me your name, please?

q Could I speak to Ms Elliot, please?

q I’m Rajit Paved of Central Power. My number is 215-56-78. Could she ring me some time this afternoon?

Are you in or out?

D. Use an appropriate expression to complete the gaps.

Can I just read that back to you?	Could you ask her to call me back later?
How can I help you?	I’d like to speak to …
I’m afraid she isn’t in her office.	One moment, please.
Not at all.

Secretary:	Good morning. Roma Kitchens. ……………………………
Caller:	Hello …………………… Paula Vecchi, please.
Secretary:	Who shall I say is calling?
Caller:	Hornby, Ron Hornby of Furniture World.
Secretary:	………………… Mr Hornby, I’ll just find out if she’s back yet. ……………………. Is there anything I can do for you?
Caller:	Well, it’s rather urgent. The reason I’m calling is to fix a meeting at the Trade Fair next week. ……………………….. I shall be in the office all afternoon till 5.30.
Secretary:	And I’ll take your phone number just in case.
Caller:	Sure. That’s 020-8543-3553
Secretary:	……………..: 020-8543-3553
Caller:	That’s correct. Thank you for your help.
Secretary:	…………, Mr Hornby. I’ll make sure she gets the message as soon as she’s back. Goodbye.
Caller:	Goodbye.

E. Write the message the secretary addressed to her boss.

ROMA KITCHENS To: …………………………………………….. …………………………….. called. Company: ……………………………………………………… Day: ……………………………… Time: ………………………………………………………….. S/HE: · will call back · wants you to phone back on: ……………………………………………………………………… · left this message: ……………………………………………………………….............................. ………………………………………………………………………………………………………... Standard/Urgent

F. Match the sentences on the left with a suitable reply on the right.

· I can’t get through. · It seems we’ve got a crossed line. · The line’s very faint. · Sorry, I didn’t understand your explanation at all. · I’m afraid his line’s engaged.

· Yeah. I’ll hang up and call you back. · Right. I’ll try and speak up a bit. · No problem. I’ll hold. · Why’s that? Still engaged?   · Well, I’ll go over it again, then,

G. Listen to the conversations and take the messages. Use the form from E.

H. Complete the dialogues and act them out.

1. Edward Green and Mr Smith’s secretary:

Edward (introduces himself):	………………., …………………….. from Bibary Systems. I rang earlier.
Edward (asks for Mr Smith):	………………….. to speak to Mr Smith, please.
Secretary (answers “no”):	I’m afraid Mr Smith is not in the office at the moment.
Secretary(asks a question):	Can I ask what it is about?
Edward(responds):	It’s very important. I ……………. Bibary Systems. ………………………………………………… and I want Mr Smith to see it.
Secretary (blocks):	Please, send the product specification by mail, Mr Green.

2. Don Bradley and Dave:

Dave(answers the telephone):	Phil Watson’s phone.
Don(asks for Phil):	Good morning. ……………………………… Phil, please?
Dave(asks for his name):	…………………………. who’s calling, please?
Don(introduces himself):	Don Bradley from Bibury Systems.
Dave(gives negative response)	Well, Mr Bradley, ………………………. Phil’s ……………………………. at the moment.
Dave(offers to take a message)	……………………………………. or would you like to ring him on his mobile phone?
Don(responds):	I’ll …………………………………………………

I. Listen to the conversations and define the problem in each situation.

J. You are phoning Conglomerate Group. Before listening read the flowchart. Then make several telephone calls to Mr Pardee of Conglomerate Group. You will hear the voices of the switchboard and of Mr Pardee’s secretary. Make suitable replies using the expressions on the flowchart. Repeat the exercise several times until you can speak without the book.

K. Work in pairs. Make up mini-dialogues using these situations.

a) You call the wrong number.	b) You call and wish to speak to Mr Holm.	c) Mr Holm is not in and you want him to call you.
d) Someone is asking for your husband/wife and he/she is having a shower.	e) You are talking with your friend and the door bell rings.	f) You are talking with your friend and your boss enters the room.
g) Someone asks for your boss and you are not sure if he is in.	h) Someone asks for your colleague and he/she is out

LISTENING

A. Listen to the interview with Penny Logier, Retail Director at the London-based communications agency MediaComTMB, and answer these questions:

1. What two factors have improved communication between companies and their customers?

2. What does she say about e-mail?

3. What is an intranet? How has an intranet helped her company to communicate with the Volkswagen group?

4. What can happen to client relations if communication is unclear?

B. Penny says it is not possible to be a good manager but a poor communicator. Complete this extract of what Penny then goes on to say.

Communication is key. People have to..................¹what you're trying to tell them to do. They have to have a long-term..................² in terms of their career..................³. You must make it clear, as a manager, what those..................⁴ are...................⁵ is more important than written. People can talk to you on a..................⁶ basis. You actually encourage.................. ⁷then and you actually get a ..................⁸ and a..................⁹ with the individual.

READING

A. Recent trends in business have been towards larger and larger organizations. This has many advantages but can also present challenges for effective communication within an organization. For what reasons can communication sometimes break down in larger organizations?

B. Read the text and complete the chart that follows it.