English for Students of Mathematics. New Headway English Course. Cutting Edge, Advanced, Students' Book. Effective Telephone Fundraising. The Telephone Booth Indian. English Grammar Book. Aviation English Teacher's Book. The English Studies Book.
Understanding Telephone Electronics. Recommend Documents. However, else is saying if you are thinking about effective listening is one of the most your 'to do' list. This can also help your partner to move forward in the conver- sation.
If you weren't paying attention to what they said, or if their English is too difficult, tell them and ask them to repeat what they said ,Sorry, could you say that again?
Could you maybe try to talk in simpler English, please? If you are constantly thinking about your response, you won't be able to Here are some things you can do to concentrate on what they are saying. Use phrases like 'let me see', 'I see what 1 Remove distractions. Make sure the place you mean', or 'I just need to think for a where you are telephoning isn't too hot, moment' to give yourself time to think too cold, too noisy or too uncomfortable.
Pay attention to how other people The noises you make will tell your especially native speakers show you partner that you're not listening. How could you improve your own listening skills? How do you feel when you speak to them? Yo-Yo Design. Unfortunately no one is available to take Leave a message. You can call us back during normal office hours. Leave a message after the tone or send us a fax on Fusion Financial Services, I'm out of the office until the 5th.
Joel Parker speaking. There's no one If it 's urgent, please contact Jeff here at the moment, but you can leave Yuong on extension If so, what is it? If not, work with a Some people still say answerphone or answering machine 'f or voicemail. Here is one way to do it. Hello, this is Maybe you could get back to me Here's my number Don't forget to keep your message as short as possible and to talk slowly and clearly. Then use your notes from exercise 1 to rewrite Seth Prescott's message message 2.
Use your information in the Partner Files to practise leaving messages. Partner A File 4. Listen to these two phone calls she receives and say in which call: a the caller gets through. Then listen again to check.
Then listen again to 18 a I'm calling about c You told me b You said that d Can I call you ba ck later today ' [ :2 - - Henry was too busy to join the team. This can involve reporting or summarizing what another person has said. When we do this, we normally put tenses one step back 'into the past', as in the examples below. If the situation we are talking about is still t rue or re leva nt, howeve r, we don't always change the tense.
OR He said that he couldn't come to the meeting. OR She said that she would email me asap. We often use ' repo rting verbs' like ask, tell, and mention when we are reportin g wh at someone said.
Look at the examples be low and notice how the ve rbs are used. UNIT 3 'Let me get back to you on that. Use one word or phrase from each column, as in the example. Can you D the email back later today? Would you like you get back to me gets your message.
I'm please give me your number have my number already. I'm to leave you isn't here at the moment. I'll make sure a message on this asap, please? A Sorry, I'm really busy at the moment. B Sure, no problem. I'll be in the office all afternoon.
A Is that right? Hold on a second Yes, I have ' Is that right? A Yes, that's right. I'd like to know the date of the next project meeting. I'll be in the office until 3 p. A Can I spea k to Brenda Stacey, please? Hi Patrice. This is Roland. Look at the Useful Phrases below before you look at your role card in the Partner Files. This is [name]. I'm calling about Let me just check that I've got that right.
Shall I tell [name] to call you back? Does [name] have your number? I'll be in the office today until I'll make sure [name] gets your message. Complete this survey to find out if you are message mad, or if messages drive you madl my voicemail. Please leave your message after the tone. I know I won't get an unexpected question and I will have time to say what I have to say. You should try to see the advantages Mostly c's - You are a voicemaillover. Wha t t ips ca n yo u th ink of for using voice mail effec i el?
Then check your answers in the key. Look at his diary for next week, then listen 19 and write in the appointment that he makes. Could we schedule a meeting OK, so that's 2 p.
Yes, I'm free then. What about Thursday? Where would be the best 00 you have time to meet place to meet? Use the table in exercise 2 to practise a dialogue. A B Answer the phone. Suggest a meeting a Time is inconvenient. Suggest a place to meet. Agree a Say goodbye. And then I'm having dinner with my client in the evening. Look at the extract from Alexa's diary below and use the verbs in the box to com plete the dialogue. Then listen to check your answer. Hilary Wilkins speaking. Anna Hello Hilary.
This is Anna Roth from Frankfurt. Is Alexa there? Hilary I'm afraid she isn't. Can I help at all? I'd like to see her while she's here, if she has time. Hilary OK. Well, let me look at her schedule and we'll figure something out. When would suit you best? Anna I'm pretty flexible. Maybe you can tell me when she's free?
Hilary Let me see. Anna Hmm. Sounds like she's quite busy. What about Tuesday? Hilary Well, she's free on Tuesday morning. Anna OK. And Wednesday? Hilary That's pretty full. Well, maybe you can pencil me in on Tuesday morning.
Say, 10 o'clock? UNIT 4 'When would suit yo u? OK, I'll double-check that with Alexa and send you a quick email to confirm the meeting. Anna Wonderful. Thanks for your help. Hilary You're welcome.
Now work with a partner and ask each other about your appointments for this week or next wee k. Use in. Here are some typical telephone small talk question s. Are things busy with you? What have you been up to? How is the weather there? We usually mark the change from small talk to business with a signal word like listen or anyway, possibly followed by the name of the person we are talking to. Listen Frank, I was actually calling about Anyway Uta, I actually wanted to ask you if The oldest one has j 3 How was your holiday in Spain?
Bu last 5 What have you been up to? First write down three 'small talk' questions try to make them relevant to your partner. Then follow the steps below to make a phone call. Remember to use signal words like so and well to show when you want to move from one stage of the conversation to the next. Say hello.
Say your name. Ask small talk question. Start talking about business. Listen and tick the sentences you hear. I'm afraid something has come up. One of my clients has brought fo rward our appointment. The phrase something has come up means that something unexpected has happened and it is probably not something you can control. Here are some ways to suggest or ask about changing an arrangement.
So I wanted to ask you if we could meet a bit earlier in the morning. I was wondering if we could reschedule our appointment. Could we possibly postpone the presentation? Would it be possible to meet a bit later? UNIT 4 'When wou ld sui t you? Listen to the conversation. Why is Alexa calling? Listen again and complete the phrases.
I'm actually still 1 for the train so I'm afraid I 2 be a few minutes late. Sorry, you're 3 up a little. I didn't 4 that last part. Match the questions ith e answers. I just lost th e co nnectio 0 a sec -co 3 Have you got a couple of c I'm on the train. What ca n I do for you? Ca n cal 0 6 What was that beeping noise? Is it the 17th of March?
I can't find a time when we can all meet. Is th at OK for you? We're going to see the new Tarant in o movi e. Look at the Useful Phrases below before you look at your 'diary' and the instructions in the Partner Files. I might be a few minutes late. I should be there by 3. How about Monday morning? Shall we say nine o'clock at my office? Changing an appointment I'm calling about our appointment. Listen to four speakers and match what they say to the pictures.
Which opinion s do you agree with? Soea e 3 Speaker 1 a-e ob eo Ofles! Make a list of do's and don'ts and discuss it with the class. Normally I accept 3 Ibad service without saying anything.
If someone calls me with a complaint, 4 I try to listen carefully. Some people just enjoy complaining. Discuss your answers with a partner. In which call does the person called: a deal with the problem immediately? A Let me put you through to our accounts department. What is the problem and how will Reva deal with it? Reva writes an email to his boss about the problem. Use your notes and listen again if necessary to complete the email. I'm to hear that.
Now decide which of the sentences above you can use to do the following. In addition to I'm afraid and unfortunately, we often use verbs like seem and appear to describe the problem. These verbs make the complaint sound less aggressive and allow the possibility that we might be wrong.
I'm afraid there's a slight problem with the goods you sent us. Unfortunately it seems we haven't received the shipment. It seems you forgot the attachment OR You seem to have forgotten the attachment. There appears to be a small problem with your latest consignment. Use the words in brackets. Here we I'd like to apologize for You can use words like really, very, and extremely I'll make sure it gets sorted out straight away. If you do not want to make such a firm promise, I have to say I'm really very sorry about this.
If the mistake really is your or your company's You should have them first thing tomorrow fault, you can admit this by saying: morning. You should have it by Friday at the latest. That's entirely our fault. There must have been a mix-up. UNIT 5 'I'm very sorry about that. Tania Oh no. I'm very sorry to hear that. Etta Well, you've printed the company address as one word, but it's actually two words.
Tania 3 for the mistake. Etta That sounds good. Tha nks for your help. I'm calling about the software release you sent us yesterday. Basil Uh huh. Is everything OK with it? Eric Actually, no. The disk has version 2. Basil Oh dear. I'll send you a new disk straight away.
You should get it first thing tomo rrow. Eric That sounds good, thanks. I'll prob ably call you again when it arrives.
Basil Do that. Which conversation is more formal, and which is more informal? You the goods by lunchtime tomorrow. Follow the steps below to practise a dialogue.
A B Say you have a problem. Ask what the problem is. Explain the problem. Admit responsibility and apologize. Say what you will do to solve the problem.
Thank your partner. Apo logize again and say goodbye. This is what I'm going to do. I'm afraid there's a problem with I'll make sure it doesn't happen again. I have to say I'm extremely sorry about this. Please accept my apologies. It shows that you listen to your customers, that you want to learn from your mistakes, and that you are continually trying to improve your services.
Below are some tips for dealing with complaints. On the other whose fault it really is. You are the face of you r hand, if you deal with a complaint successfu lly, organization and it is your responsibility to solve that customer will probably do business with the problem.
If you are not able to do so your- you again. Remember that finding new self, find the person who can. Make sure you customers is much more expensive than support the customer until the right person can keeping current ones. Listen carefully to your callers and let them Acting fast shows customers that you take them get rid of their anger or frustration. Try to see and their problems seriously. If possible, try to compensate custome rs for a mistake, e.
If your company has really made a mistake, say so and apologize. Even if you think a mistake has not been made, show the This may sound illogical, but complaints are the customer that you understand the problem.
They show how you Never tell the customer that the complaint is not can improve your service and make your important. Do the people follow the advice given above? Does your company handle complaints well?
How could it imp rove its complaints proce dure? Think of a complaint you have made to another company. What was it? Was it dealt wit h? How often do you make agree ments on the telepho ne?
What problems do you have when discussin g busin ess on the te lep hone? Give an example of a successful or an unsuccessful agreement you have made on the telephone. He is calling a British supplier about a 33 possible order and to get details about delivery times and prices. Listen and complete his notes. We need chips by the? They will send 7 by email. UNIT 6 'How does that sound? Listen again to check your answers. Read the examples. Would you be prepared to pay more fo r the chips in order to get them faster?
If you weren't able to deliver by then, we would have to go to another supplier. If we introduced shift work at the factory, then we could manufacture the chips faster. Note that in if-sentences the simple past form of the verb and not would is used in the if part of the sentence.
If we introduced shift work at the fa ctory, then we could manufacture the chips faster. Use could or would where appropriate, as in the examples. OK, so the next poi nt is our British office. It's far too expensive and we urgently need to reduce our costs. Do any of you have ideas how we UJuld do 1 do that? C What if we 6 reduce the number of staff? B That 7 cause a lot of bad feeling among the rest of the staff.
Most of th e tim e they're travelling anyway. Let me t hink about it Native speake rs of English often use words li ke probably and might or expressions like I would say and I think I can provisionally say when trying to reach an agreement. We could probably work with that.
We might be able to work with tha t. I would say it would be between 5 to 10 pe r cent more expensive. I think I can provisionally say that we co uld work with that.
I Nol' Ih'l Ih, "" of h,dges ;s moe. J 4 Rewrite the sentences to make them more tentative. Use the word in brackets.
Listen and complete the email. I said I would check wit h you , then contact them if we want to place the order. Let me know what you think. Francesco That's right. Shall I fax you the order form? We could There's actually one small problem. Viktor Yes, yes, but can I just say 5? I wanted to ask Since you and the person you are talking to cannot see each other, you have to use verbal instead of non- verbal techn iques. Here are some suggestions. Questions Question tags How does that sound?
You'll be in the office tomorrow, won't you? What do you think? You said you wanted to compare prices, didn't you? Is that OK? See the Active listening strategies box on page 14 for more advice. Yes, yes, but can I just say something? Sure, but can I interrupt you there for a second? Sorry, but can I stop you there? Of course, but 7 Work with a partner.
First, think of something that you have to discuss on the telephone e. Then follow the steps below to practise a dialogue. Note: both partners should talk without stopping, so the other person has to politely interrupt! Say hello and give your name. Respo nd. As k the reaso n fo r 8's call. Explain what you need to discuss.
Make a suggesti on. Explain why 8's suggesti on isn't OK. Make another suggestion. Make another suggesti on. Agree to A's suggestion. You may need to change the form of the expressions slightly. A He llo Fred. A Why do you want to change the delivery date? If we don't get the goods by next week, we won't 3 we agreed with our customer. A Would you be prepared to pay more for higher quality? I would need to talk to my boss about that. I mean , when would you need our services exactly? We haven't made any decisions yet.
A I can't say exactly how much it would cost. A Sorry, I would need to check the spreadsheet. I can't give you an answer 8 A Well, I'm pleased that we managed to reach an agreement.
B Me too. So, I'll 9 and send it to you by email later today. A Can you give us a discount? B I'm afraid we don't have much 10 on price. Partner A File 8, p. That sounds like it would be feasible. Would you be prepared to That sounds reasonable. What if we? That depends. I don't think that would be possible. Look at what these people say about negotiating on the telephone. With some of my business I find it easier to discuss contacts , I only speak to them things face to face than on the on the telephone - we never telephone.
You can 't see the meet face to face. That makes other person, so it 's difficult it more of a challenge when you to know exactly what they are need to reach agreements on thinking. There 's no body things. That's one reason why language to hel p you and if the I always try to make small talk other person is silent it can before we discuss business. Maybe I find small talk helps to build they are angry with you, or a personal relationship and maybe they are just thinking makes discussions easier.
It's difficult to tell. You can identify yourself in a few different ways. With English you can learn business English expressions for work. A good staff can mean the difference between success and failure. But even with an excellent staff, every manager knows there will be challenges.
Everyone knows the importance of communication skills in business, especially when it comes to HR and staffing. But effective communication is even more important on the phone, because everything depends on technique and your choice of words. Discussing any sort of issue on the phone might start with informing someone, like your boss, of a problem or challenge. Of course, staffing costs money, which means dealing with issues might involve asking for budget approval.
Cam is a production manager for Boston Vintage, an American clothing company with an office in China. What does Annette say she could have done to avoid the issue? Just think about how much time you spend on your phone or writing emails. What this means is that we end up dealing with some pretty tough challenges without being able to look someone in the eye. The first thing you might have to do is explain the situation, like the results of a test run.
And just as with any problem, you want to stay positive, or optimistic about solutions.
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