UNIT 4. TELEPHONING
ТЕЛЕФОННЫЕ ПЕРЕГОВОРЫ
1. ANSWERING THE TELEPHONE
КАК ОТВЕЧАТЬ НА ТЕЛЕФОННЫЕ ЗВОНКИ
Making a phone call isn't always easy — especially if you don't know the person on the other end of the line
very well. In all cases — while
answering or making a phone call secretaries should be tactful, efficient, helpful and very
courteous. They must have a polite
manner, sound friendly, address people correctly and keep their private calls to a minimum. They are to
take messages when the boss is absent or in meetings.
1. Read the conversations
and role play them.
The company in the conversations is a British company,
called Bibury
Systems that manufactures and sells electronic toys. They have their office in
London. The members of the company want to speak to their business partners.
|
D
|
— Derek Jones
|
E
|
— Edward Green
|
|
MS
|
— Mr. Sakai
|
SS
|
— Smith's secretary
|
|
G
|
— Geraldine
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J
|
— Jenny Ross
|
|
PW
|
— Phil Watson
|
С
|
— Clive Harris
|
|
К
|
— Kate Mckenna
|
Don
|
— Don Bradley
|
S
|
— Secretary
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HB
|
— Hilary Beacham
|
|
GH МГ
|
— Gunter Hartz
— Martin Feldman
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RG
|
— Ricardo Garniga
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E: Hello, my name is Edward Green. I
would like to speak to
Mr. Smith,
please.
SS: I am sorry, but
Mr. Smith isn't available.
E: Okay. I'll ring back. Does Mr. Smith have a direct line? SS:
I'm sorry but the number is confidential.
E: Okay. Thank you.
SS: It's very difficult to speak to Mr. Smith.
E: Yes. I know.
|
Novo receptionist: Don:
Novo receptionist:
Don:
Novo reseptionist:
Dave:
Don:
Dave:
Don:
Dave:
|
Good
morning, Rubby Advertising.
Good morning. This is
Don Bradley. Can
I talk
to Phil Watson, please?
What company are you from,
please?
Bibury
Systems.
I'll put
you through.
Phil
Watson's phone.
Good morning. Can I
talk to Phil, please?
Can I ask who's calling
please?
Don Bradley from
Bibury Systems.
Well Mr. Bradley, I'm afraid Phil's not in
the office at the moment. Can I take a
message or would you like
to ring him on
his mobile phone?
|
Don:
Dave: Don:
Dave :
Don:
PW:
Don:
PW:
|
I'll try his mobile. Can I have the number
please?
0802 54377
Just let me check that. Zero eight zero two
five four three double seven.
That's it.
Thanks.
Hello. Phil Watson.
Hello. Phil, this is Don Bradley.
Hello, Don. Sorry to keep you waiting. How
are
you?
Don: I'm fine, thanks. Can we meet? We have
a new product and I want you to
see it.
SS: Hello. Mr.
Smith's office.
E: Hello, my name is Edward Green from Bibury Systems. I
rang earlier. I would like to speak to Mr. Smith, please.
SS: I'm
afraid Mr. Smith is not in the office at the moment. Can
I ask what
it is about?
E: It is very important. I represent Bibury Systems. We've got
a new
product and I want Mr. Smith to see it.
SS: Please, send the
product specifications by mail, Mr. Green.
E: I
would like Mr. Smith to see the product and would like to talk to Mr. Smith direct. When is a good time to
call?
SS: You could try ringing this afternoon.
E: Thank you. Goodbye.
D: Hello
CALLER: Can I speak to Peter?
D: Peter Hill?
CALLER: Peter Toyama.
D: There is no one here called Peter Toyama.
CALLER: Is that extension 367?
D: No, you've got the wrong number. This is
412.
CALLER: I'm sorry. Could you
put me back to the switchboard?
D: Yes, hang on.
E: Hello, this is Edward Green. I rang
earlier. I would like to
speak
to Mr. Smith, please.
SS: I'm afraid that Mr. Smith is in a meeting.
E: Is he free later this afternoon?
SS: I don't think so. Mr. Smith is very busy
at the moment.
E: I'll ring tomorrow.
SS: I am afraid Mr. Smith isn't in the office
tomorrow.
G: Good morning,
Bibury Systems. How can I help you? MS: Good morning. My name is Sakai. I
would like to speak to
Mr Harris, please.
G: Please hold the line, Mr Sakai.
I'll put you through.
C: Hello.
G: Mr Sakai is on the line.
C: Put him through... Sorry Kate, I
must go. I have... Hello,
Mr Sakai.
MS: Hello, Mr Harris, how are you?
I'm very well,
thank you. How are you? MS: I'm fine. I'm calling about our meeting.
C: Yes...
G: Hello,
Bibury Systems. How can I help you? Could I ask who's calling please? I'm afraid her extension is busy at the moment, Mr Clark. Will you hold, or can I take a
message? OK, that's fine. I'll ask her to call you back.
J: Goodbye, Edward.
E: Goodnight. I am going
to phone Mr Smith's number
once again.
J: Good luck!
E: It's six o'clock...
Maybe Mr Smith is still at work.
Maybe, his
secretary isn't there.
J: I don't think...
E: Just wait... Ah Mr Smith? My name is Edward
Green.
MR SMITH: Yes.
E: You don't know me
but I work in Don Bradley's
office at Bibury Systems. MR SMITH: Yes.
E: I spoke to your secretary today.
MR SMITH: Yes?
E: You publish your catalogue this month. And we
have an exciting new product.
MR SMITH: I’m sorry but I have all the
products I need.
Here are some
expressions you can use if you're on the phone:
Hello, is that... ? Good morning, I'd like to
speak to ... .
Can I speak to ..., please? Is ... available, please?
My name's
....
Hello,
this is ... calling Could
you give ... a message,
from ... in
... . please?
|
Hold on the line,
please. My number is ... .
|
Thanks
for calling back. Could you ask ... to call
|
Can I get ... to call you back?
|
me back, please? I'm sorry, I've got the wrong
number.
Speaking. Oh hello,..., this
is ... speaking.
I'm afraid ... is
not in the office/ away today/ in the meeting/ not available just now.
I'll just found if... is in the other
office/ available/ back yet. I'll put you through to .... What's your number?
When secretaries make a phone call we may consider the calls in
terms of the following steps:
—
introductory
procedures
—
main
part
—
final
procedures.
—
Let's look at the language used for the
procedures. Translate word and word combinations into Russian.
Introductory procedures
— requesting your correspondent:
Ricardo
Garniga, please. Can/could I
speak to ... , please?
— identifying yourself:
My name is Hilary Beacham from Compact Systems (first
introduction).
(This is) Hilary Beacham from Compact here (subsequent introduction).
— explaining the
purpose of your call
I'm
ringing to check your travel details.
I'm
calling to find out your travel arrangements.
Final
procedures
— indicating that you've got all the
relevant information:
Well,
that's all.
I think
that's all I need to know.
That's
all for now.
— thanking your
correspondent for the information:
Thank you (very much).
Thanks very much for the
information.
— final
greeting:
Goodbye.
Bye.
2. Read the conversation and role play it
with
your
partner ( one more student acts as translator)
Telephonist:
Can I help you?
|
Caller:
Telephonist
Voice:
Caller:
Voice:
Caller:
Voice:
Caller:
Voice:
Caller:
Henderson:
Caller:
Henderson:
Caller:
|
Yes,
I'd like to speak to Dr Bill Henderson, please.
Dr Henderson, putting
you through.
657.
Hello.
Oh
hello.
Is that Dr Henderson?
No.
Oh, I'm
trying to get hold of Dr Bill Henderson.
Oh, you want Bill. I'll just
see if I can find him.
Just a moment.
Thank you.
Henderson.
Oh, good afternoon. This is
Sylvia Perez. I'm
calling you from
France.
Sylvia
who?
Perez. P-E-R-E-Z. We met last
month in Berlin
at the trade fair.
You expressed an interest in our
laboratory measuring equipment.
Oh yes?
Well,
the thing is I'm going to be in your area next
month
and I thought I might like to call in and see
you. I'd
like to discuss the applications you might
have
for our equipment.
|
Henderson: Caller:
Henderson:
Caller:
Henderson:
Caller:
Henderson:
Caller:
|
Ah, I see. What's this about again?
Your inquiry about our laboratory
measuring
equipment.
Didn't you get the literature I sent you?
Yes,
yes … that was very
interesting.
Well,
the thing is: is it OK if I come in and see you
during
my visit next month?
I see. Yeah, all
right.
Now,
what about the morning of Tuesday 10 th
April, is that OK? Say at
about... er... 11?
I'll just
see if I can find my diary ... yes, here we
are. April 10th at 11 o'clock
you said.
That's
right. Now, is that OK? Is that convenient
for you?
|
Henderson:
Caller:
Henderson: Caller:
Henderson:
Caller:
Henderson:
Caller:
|
The next day might be better. Just after lunch for
preference.
Right, so that's
Wednesday. In fact, that'll suit
me fine, that's great. Now,
shall we meet say 2.15?
Certainly,
yes. 2.15, that's fine.
Oh and by the way, I'll be bringing our agent Don
Rees with me if that's OK
with you.
Oh, certainly. What was your
name again?
Sylvia
Perez, PEREZ.
Fine. I'll see you in April then. You know how to get
to our
lab, don't you? Goodbye, then, Miss Perez.
Caller: Goodbye, Dr
Henderson, and I'll write to you to
confirm the arrangements just to make quite sure
we've got everything
absolutely right.
N.B. Both British and American people talk about calling someone,
but giving
someone a ring tends to be used only in the UK. If American telephonist asks you
"Are you through?" she means "Have you finished your call?"
but a British telephonist means "Have you been connected?'
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