Bad line on behavior

A B

Dialogue 5

Dialogue 4

Dialogue 3

Dialogue 2

Dialogue 1

– Hello, Mr. Dunn’s office. Can …? – I’d like …. – I’m sorry Mr. Dunn …. – When …? – I think in a couple of hours. – Can I …? – Yes, please. – Could you … and ask him …. He knows my telephone number. – …. Goodbye. – Thank you. Goodbye.

a. leave a message for him b. is not in the office at the moment c. certainly d. to speak to Mr. Dunn, please e. to phone me back f. I help you g. will he be back h. tell him Mr. Smith phoned

– (Switchboard operator) What …? – 34 542 72 – I’m sorry …? – 345 42 72 – Hold … I’m …. – Hello, are …? – Yes. – You …. – …. Goodbye.

a. you still there b. the line, please c. thank you d. is the number, please? e. are through now f. putting you through g. what was the number you wanted?

– Hello, Mr. Green’s secretary. What …? – Could …? – Who …? – This is Mr. Smith from LBC, Ltd. – Just …. Sorry … can you hold on? – Yes, …. – Hello, you can …. – Thank you.

a. the line is engaged b. a minute, please c. can I do for you d. is calling, please e. you put me through to Mr. Green, please f. go ahead now g. hold on

– Mr. Dunn’s office. What …? – Is Mr. Dunn in, please? – Yes, who shall I say …? – This is Mr. Smith. – Hold …. Trying …. Go ahead, please. – Mr. Dunn? – …. Hello, Mr. Smith. Glad to hear you. – Hellow! You remember …? – Yes, is anything the matter? – I’d like to find out if we …. Is that …? – Yes, that’s fine …. – Thank you, Mr. Dunn. So long!

a. could meet at 10 instead of 11 o’clock b. speaking c. see you later d. to connect you e. on please f. can I do for you g. is calling h. I have an appointment with you for today i. all right with you?

– Metrosmith, Inc. Can …? – Could … Mr. Black, please? – Trying to …. – Hello, are …? – Yes. – I’m sorry, …. – Thank you. Good bye. – ….

a. put you through b. there’s no reply c. goodbye d. I help you e. you there f. I speak to

13. Match the following sentences according to the meaning. In some cases there may be more than one match:

1. On hearing who the caller wants … 2. When the number starts ringing … 3. After failure to connect first time … 4. If the person doesn’t answer 5. If the person is using the telephone … 6. Offering to take a message … 7. Offering to arrange a return call … 8. When answering the phone …

a. Good morning, Corps International. May I help you? b. Would you like to leave a message? c. Reception. May I help you? d. I’ll put you through. e. (It’s) ringing for you now. f. (I’m) still trying to connect you. g. I’m sorry, there is no answer / reply. h. I’m sorry, the number is engaged. Do you want to hold on? i. Can I take a message? j. Shall I ask him to call you back? k. I’m sorry, I’m not getting any answer / reply. l. Hold the line, please. m. Can I give him a message?

14. Work in pairs. a) Use the following flow chart to make dialogues that fit your own situations:

15. Now make telephone talks using the phrases above (Ex. 28). Work in pairs. Play your talks in the group. What kind of impression do they make? Discuss them and decide: a) what was right; b) what went wrong:

a) You are calling a company and want to speak to someone who works there. (Can you think of any more phrases you might use, or that you might hear in such situations?)

b) Rick Nights is calling the finance department of a company and wants to be put through to Mary Jones.

c) Linda Jackson wants to talk to Jacky Righley in the accounting department.

d) Imagine you work as a receptionist and receive a call for someone who isn’t there. (What might the caller say, and what would you say in reply?)

e) Jason Ford wants to talk to Rob Orson from the marketing department but he’s not available (in a meeting) so he has to leave a message.

f) You’ve dialed the wrong number. It is confusing and embarrassing. But how do you find out that you’ve made a mistake? And how can you check to be sure?

g) You’ve dialed the wrong number. What might the person who answers your call say? What would you say in reply?

h) You are arranging an appointment to see someone. Making an appointment can be complicated if two people are very busy. How do you find a time that is convenient for both of you?

i) You answer the phone. The person on the other end of the line wants to speak to Ken. You don’t know anyone named Ken.

16. Practice making telephone talks. First, imagine and play the situation before, then the phone call according to the message:

17. Cultural issues. Look through the following text and be ready to discuss the key issues of it:

1. Do you like using the phone?

2. What makes you angry on the phone?

3. What are the special problems of telephone communication compared to face-to-face communication?

WHAT DRIVES YOU to lose your temper on the tele­phone? Being kept waiting, being connected to voice mail or being passed on to someone else are all com­mon flashpoints. But what infuriates people most of all is talking to someone who sounds inattentive, unconcerned or insincere, accord­ing to a survey published today.

The study by Reed Employment Services, a recruitment company, found that nearly two-thirds of people feel that ‘phone rage’ people losing their temper on the telephone – has become more common over the past five years. More than half the respondents, who were from 536 organizations, said that they them­selves had lost their tempers on the phone this year.

The reasons for this are threefold, according to Reed. People are much more likely to express anger over the phone, rather than in writing or face-to-face. Moreover, telephone usage has been rising steeply over recent years. Increasing numbers of transactions take place entirely by phone, from arranging insurance to paying bills.

In addition, people’s expectations have risen. Nearly three-quarters of respondents to the Reed survey said they are more confi­dent that their problems can be solved over the telephone than they were five years ago. Companies are taking steps to improve their staff’s telephone answering tech­niques. The survey found that 70 percent of organisations require their staff to answer the telephone with a formal company greeting. In 43 per cent of organisations, staff has to give their own names when they answer the telephone.

But a third of organisa­tions do not give any train­ing, or they train only their receptionists. That may not be enough, the report says. As companies move towards ‘remote working’, the need for the right tone of voice extends to every level of the organisation.

(From the Financial Times)

18. Find the answers to these questions in the article:

1. What do people find most annoying on the phone?

2. What three reasons for the rise in phone rage are given? Do you agree?

3. Are telephone techniques improving?

4. What do you think is meant by remote working

Writing

19. Write an argument essay on this topic:

What are the special problems of telephone communication compared face-to-face communication?

20. Write an opinion essay:

How to improve employees’ telephone skills.

Дата добавления: 2014-12-29