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 teleph
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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
Exercise 9 and 10
Datafile: Introductions
Exercise 11 Exercise 12 Exercise 13 Exercise 14
Progress check
Answers
Try it yourself
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UNIT 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
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
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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
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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
Vil ring him then Thank you Goodbye.
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?
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
:
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?
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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 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.”
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Trang 6UNIT 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
a) Directory Enquiries b) reverse charge call ——_—~
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
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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
2 Moo off - Samantha's °° br thay!
Flight TW 940 Chicago
3106 eo ld vite Baron Hotel Bo
d
ni K logan: 2.16, i5 a.m, AS, of ft
sTihu 7”“ An o's oft ice
1[.00 Linda Cav tine, Bloe Z4a)
2.20 fat Bisaop c
6fri wovld 7⁄44 SF a ˆ/iees
Don Ritblats at wife)
[1.30 ° 10.00 Senator Sto
7 Sat Bavou Hotel
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UNIT 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 .?
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
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Trang 9UNIT 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
Note: 7/4/93 = 7 April 1993 (UK) 4 July 1993 (US)
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Trang 10UNIT 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 ninety-three
a) b) c) d) e)
1015, 25 Sept f) 2030, 2 Aug 2.15, 9 Sept g) 1500, 28 Feb
1130, 23 Apr h) 7/11/93 (US) 3.30, 31 May i) 11/7/93 (UK)
5 p.m., 22 July j) 2130, 6/3/93 (US)
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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
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
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