Soe negotiating Bloor Bucy ler rate) BICC IT eter 4 STIUCSIS SIICommunicating in Business Student's Book Second Edition A flexible approach that meets the needs of Business English students. emma Ca ee students at the intermediate level who need to improve their skills Pe oes tted a ener eaty erie err ae ener eens Ure een a realistic controlled and open-ended activities so that they can build up their fluency and confidence. ae en ee encod flexibility — teachers can customize the course to the needs of their students and do the modules in ens Boece eee nats fifteen units provides about three hours of classroom work. Beco listening. The audio component provides around two hours of en ae ee ee ceig ns erate a Den Cee trae sr omel ca) from a variety of sources, introduce the theme of the units and there are Pee Rt + Language and Skills checklists in each Peeve eee tne entries students have completed the course. Serer kenya rae) se} preparation to get students to the level where they can operate Bree hae n seer See ener Sick cco Cement updated and now includes new Crete eee end of each unit. etic Sinead eee ed Audio Cassette Set Purr iy Ree ea]Communicating in Business Second Edition A short course for Business English students: Cultural diversity and socializing, Using the telephone, Presentations, Meetings and Negotiations Student's Book Simon Sweeney AMBRIDGE UNIVERSITY PRESSContents Introduction Module 1 Cultural diversity and socializing Unit) Building a relationship 1. Cross-cultural understanding (1) 2 Welcoming visitors 3 Small talk: keeping the conversation going Unit 2 Culture and entertainment 1. Cross-cultural understanding (2) 2 Inviting, and accepting or d 3 Eating out Module 2 Using the telephone Unit 3 Could [leave a message? 1 Preparing to make a telephone call 2 Receiving calls 3 Taking and leaving messages 4 Asking for and giving repetition 5 The secretarial barrier Unit 4 Good to hear from you again! 1 Cross-cultural communication on the telephone (1) 2. Setting up appointments 3. Changing appointments 4 Ending a call ing Unit 3 Unfortunately there’s a problem ... 1 Cross-cultural communication on the telephone (2) 2 Problem solving on the telephone 3. Complaints Module 3_ Presentations Unit 6 Planning and getting started 1 Presentation technique and preparation 2 The audience 3 Structure (1) The introduction Unit 7 Image, impact and making an impression 1 Using visual aids: general principles 2 Talking about the content of visual aids 3 Describing change iv Baan 1 4 4 15 19 58 saree Unit8 The middle of the presentation 1 Holding the audience's attention 2 Structure (2) The main body 3. Listing information 4 Linking ideas 5 Sequencing Unit9 The end is near... this is the end 1 Structure (3) The end 2. Summarizing and concluding 3. Questions and discussion Module 4 Meetings Unit 10 Making meetings effective 1 What makes a good meeting? 2. Chairing a meeting 3. Establishing the purpose of a meeting Unit 11 Sorry to interrupt, but. 1 The structure of decision making 2. Stating and asking for opinion 3 Interrupting and handling interruptions Unit 12. What do you mean by ...? 1 Asking for and giving clarification 2 Delaying decisions 3. Ending the meeting Module 5 Negotiations Unit 13 Know what you want 1 Types of negotiation 2. Preparation for a negotiation 3. Making an opening statement Unit 14 Getting what you can 1 Bargaining and making concessions 2 Accepting and confirming 3. Summarizing and looking ahead Unit 15 Not getting what you don't want 1 Types of negotiator 2 Dealing with conflict 3 Rejecting 4 Ending the negotiation File cards File cards File cards 1A to 19A, 1B to 19B. 20 to 33, 76 76 78 78 80 82 87 87 88 89 97 97 98 99 103 103 105 107 13 13 14 116 124 124 125 127 132 132 135 137 142 M42 a 146 49 154 162 imIntroduction to the Second Edition ‘Communicating in Business is based on the same core content as English for Business Communication. The main difference is that Communicating in Business uses American English as its model whereas English for Business Communication uses British English. (Communicating in Business is a short course with two key objectives: + to develop your technique in five key areas of communication: socializing, using the telephone, presenting information, participating. in meetings and negotiations + to develop your knowledge of the language used in these key areas. ‘The course is concerned with improving your listening and speaking skills, There is a lot of opportunity to practice understanding from the recorded material [tis important that you try to understand the key message of the extracts, not every word you hear. Similarly, there are several reading texts where again you should try to understand the key messages, not necessarily every word on the page. ‘There are very many opportunities for discussion and plenty of role plays. The discussion is partly designed to get you to think about what makes communication effective. The practice material and the role plays lead to a Transfer exercise. This isa chance to connect ‘what you have studied with your own daily experience, either as a student or as a profes- sional working in business. The skills earned from this course are useful for those prepar- ing to start work and for those already in work. ‘As you use the course, practice as much as you can and prepare for meetings, presenta- tions or telephone calls by using the Checklists at the end of each unit, Always refer to these when preparing a communication task. Try to develop the habit of good prepara~ tion. Try also to develop the habit of self-assessment to help you to see where improve- ‘ments can be made. Your teacher will help you with this. Enjoy the course! ‘This second edition not only provides improvements to the overall appearance and design of the book, but also responds to users’ requests for more practice material. There is now an additional page of exercises summarising key language from each unit (Quick ‘Communication Check), designed for self-study use. Some of the listening material has been re-recorded. Together with various small changes, much of the practice material has also been updated Simon SweeneyMODULE 1 QURAN DIVERSITY AND SOCIALIZINGWo Building a relationship AIMS @ Cross-cultural understanding (1) @ Welcoming visitors © Small talk: Keeping the conversation going 1 Cross-cultural understanding (1) 1 Look at the photo. In groups, discuss the situation. Decide what you think the people are talking about. Suggest various topics. Say what you think they are definitely not talking about. Then spend a few minutes acting out the conversation. 2 Read the text below. Identify the basic message implied by the text. Eye contact In many Western societies, including the United States, a person who does not maintain “good eye contact” is regarded as being slightly suspicious, or a “shifty” character. Americans unconsciously associate people who avoid eye contact as unfriendly, insecure, untrustworthy, inattentive and impersonal, However, in contrast, Japanese children are 5 taught in school to direct their gaze at the region of their teacher's Adam's apple or tie knot, and, as adults, Japanese lower their eyes when speaking to a superior, a gesture of respect. me10 Building a relationship Latin American cultures, as well as some African cultures, such as Nigeria, have longer looking time, but prolonged eye contact from an individual of lower status is considered disrespectful. In the US, it is considered rude to stare — regardless of who is looking at ‘whom. In contrast, the polite Englishman is taught to pay strict attention to a speaker, to listen carefully, and to blink his eyes to let the speaker know he or she has been understood as well as heard. Americans signal interest and comprehension by bobbing their heads or grunting. A widening of the eyes can also be interpreted differently, depending on circumstances and culture. Take, for instance, the case of an American and a Chinese discussing the terms of a proposed contract. Regardless of the language in which the proposed contract is carried out, the US negotiator may interpret a Chinese person’s widened eyes as an expression of astonishment instead of as a danger signal (its true meaning) of politely expressed anger. Adapted from Managing Cultura Diferences Fourth Edition, by Philip R. Mari and Robert T. Moran. (© 1996 by Gulf Publishing Company, Houston, Texas. Used with permission. All rights reserved, 3 If necessary, read the text again. Then comment on the following: ) observations about many people from the United States b) observations about the English ©) an observation about Japanese children 4) the meaning of lowering one’s eyes in Japan ) why looking at someone for a long time may be considered disrespectful £) the meaning of widened eyes in Chinese culture. 4 Before receiving a visitor from a foreign country — or before travelling abroad — you need to think about the cultural issues that may affect the relationship. a) Suggest some basic research that you should do before receiving your visitor, or before traveling, What issues should you think about? ‘Note: After suggesting your own ideas, compare your list withthe Skills Checklist atthe end of thisunit. b) Listen to the recording, An American, Peter Wasserman, who is the CEO of an international company, talks about what he thinks is important in preparing for business contacts with people from other cultures. He mentions several key areas to find out about. Identify six of them. Did you think of any of the same issues? Discussion In what way is the advice in this section useful when doing business? Look ag: the Skills Checklist on page 12.DD « ing a relationship 2 Welcoming visitors What happens when a visitor arrives with an appointment to visit a company? What are the typical stages of the first meeting? What conversations take place? 1 Listen to the recording in which Len Ewing arrives for a meeting with Jack Caruso and Luisa Caldos of Evco, an advertising agency in Seattle, Washington, a) Is the meeting between Len Ewing and Eyco formal or i formal? Give reasons for your answer. b) Do they know each other quite well? c) Len has a problem, What is it? 2 Listen again. Think again about how Luisa and Jack talk to Len. She interrupts him at the start. Is this acceptable? They use first names. Is this right, given the situation? Jack begins to talk about the program for the day. Is this appropriate at this stage? 3 Listen to the recording of Peter Marwood’s arrival at SDA Ltd., in Sydney, Australia. He has to wait a few minutes and asks Stephanie Field for some assistance. Identify two things he needs and three things he does not need. d) Does not need ° piece d) e)Building a relationship Practice 1 Make a dialogue based on the following flow chart. If you need help, look at the Language Checklist on page 12. Visitor Receptionist Introduce yourself. i Say you have an appointment with Sandra Bates “Welcome visitor Explain that SB willbe here shorty. ore nk /eeshment Dedine — ask f you can use a phone. Say yes / Offer fax as well. Decline - you only need the phone. “Show the visitor tothe phone. Thank him/her. (afew hints ate) Thank stam, ~ =: Reply - offer any other help. Ask how faritis to station. “a Two miles ten minutes by taxi. ote et one, = Promise todo that - say that SBis free now. ‘Accept offer - suggest atime, ¥ _ Offer to take him/her to SBS office. Now listen to the recording of a model answer.ID 2 1g a relationship 3 Small talk: keeping the conversation going 1 Randy Hemp from the U.S. is visiting a customer in Taiwan. He is, talking to the Production Manager of a manufacturing plant in ‘Taipei. Listen to the recording of an extract of their conversat a) What is wrong with what the production manager says? The answer is, of course, that it breaks a “rule” of conversation, Generally, if you ask ‘a question you should comment on the answer or ask a supplementary question. Comment <-~ Question or Supplementary question b) Now suggest a better version of the same conversation, There is @ recording of a model version, 2 Complete the following dialogue by writing appropriate sentences in the blanks. Pere: JANI PETER: JANIS Pere: JANIS Perea: PETER: TANS PETER: JANIS PETER: JANIS: Have you been to San Francisco before? No, it’s my first visit. a) Pm sure I will And ... ef is the hotel all right? Yes, its very comfortable. b) So, do you have much time here in the U.S2 Are you staying long? No, I have to go back tomorrow afternoon, ©) You'll have to come back again! @ So what time's your flight tomorrow? In the evening, 6:35. Well, Ican get you a taxi if you like, to get you there in good time. ©) No problem at all. Was it a good flight today? No, it wasn’t actually. = 8) 2 It was raining ~ quite hard, There was a lot of turbulence. h) saBuilding a relationship 3 Listen to the recording of four conversation extracts, a) Match each of them to one of the four photos below. b) Listen to each one again. In each case, suggest how you think the conversation might develop. ©) Do you think any of the topics included would be unacceptable in a particular culture that you know about? Practice 2 Look at the four pictures above and use each of them for two or three minutes of continual conversation with a partner. Note: + there shouldbe no breaks of more than three seconds in your conversation + listen carefully to what your partner says and pick up on specifi points *+ keep the conversation flowing Role play 1 Working in pairs. Student A should look at File card 1A and Student B should look at File card 1B. Role play 2 Keep the same A and B. Student A should look at File card 2A. Student B should look at File card 2B, i easeen Look at the Skils Checklist and prepare ideas on these topics in relation to a country you know well either through work or pleasure. Discuss the country you choose with a colleague |Building a relationship m2 Language Checklist Cultural diversity and socializing (1) Welcoming visitors Welcome to .. My name's Arriving Hello. My name's ... from ... Pye got an appointment to see . Sorry — I'ma little late / early. ‘My plane was delayed ... Introducing someone This is ... He/she’s my Personal Assistant. Can I introduce you to... He/she’s our (Project Manager). I'd like to introduce you to ... Meeting someone and small talk Pleased to meet you. Its. pleasure. How was your trip? Did you have a good flight / trip? How are things in (London)? How long are you staying in (New York)? Thope you like it. Is your hotel comfortable? Is this your first visit to (the Big Apple)? Offering assistance Can I get you anything? Do you need anything? Would you like a drink? If you need to use a phone or fax, please let me know. Can we do anything for you? Do you need a hotel / a taxi / any travel information | etc.? Asking for assistance ‘There is one thing I need .. Could you get me .. Could you get me a car / taxi / hotel room... ? Could you help me arrange a flight to ... ? Can you recommend a good restaurant? Td like to book a room for tomorrow night. Can you recommend a hotel? Skills Checklist Socializing (1) Before meeting business partners and fellow pro- fessionals from other countries, you could find ‘out about their country: « the actual political situation + cultural and regional differences religion(s) the role of women in business and in society asa whole transportation and telecommunications systems + the economy the main companies the main exports and imports + the market for the business sector which interests you + competitors. You might also want to find out: + which topics are safe for small talk + which topics are best avoided. If you are going to visit another country, find out about: + the conventions regarding socializing « attitudes towards foreigners + attitudes towards gifts + the extent to which public, business and private lives are mixed or are kept separate + conventions regarding food and drink. ight also like to find out about: + the weather at the relevant time of the year + public holidays + the conventions regarding working hours + leisure interests, + tourism + dress + body language «+ language.garelationship CITE) Quick Communication Check 1 Welcoming visitors ‘Complete the dialogue with words from the box. 4: Hello, (a) to meet you. : Thank you for (b) me. a: How long are you (c) — here? 1: Just two days. \: Oh, not long, then. Let me (d) — you to my colleague Paul b: Paul, (e) is Angela Fox. f this staying nice introduce inviting | 2 Making small talk Match the phrases 1-5 to the correct responses a-e to make a conversation. 1 Did you have a good trip? 2 Was the flight on time? 3 That's good. And how was the weather in London? 4 Really? Well it’s much better here. 5 Can I get you a drink or something? a) Very wet and cold, I'm afraid. b) Yes, it was. c) Thank you. Coffee would be great. 4) Very good, thank you, ) Yes, it’s very warm. 3 Asking for and giving help Classify the sentences below into offering something (O), declining an offer (D), asking for help (H), accepting an offer (A). a) Can I get you anything? b) No, I'm fine thanks. ) Just a question, is there a drug store near here? 4) Would you like something to drink, tea or coffee? €) Yes, maybe ... a cold drink, if I may. £) Can L use your phone? 2) I'd like to print something from this disk, if possible. hh) Would you like a lift to your hotel? | WW EWU EME aTO( € | Cs@recaz plz sup (9)‘sonpoaayy (p) SurKers (2) ‘Buptnuy (a) (2) b ayff Culture and entertainment AIMS e Cross-cultural understanding (2) © Inviting, and accepting or declining © Eating out a Cross-cultural understanding (2) 1 The following text is about cultural diversity. Read it through once and decide which of the three statements (A, B or C) given below the extract offers the most accurate summary. The impact of culture on business ‘Take a look atthe new breed of international Even the notion of human resource management is 25 managers, educated according tothe most modeen __dfcult to translate to other cultures, coming as it management philosophies They all Know that i the does ftom atypically Anglo-Saxon doctrine. It SSBU, TQM should reign, with products delivered |IT, borrows from economics the ida that human beings 5 where CFTs distribute products while subject to MBO. are resources lke physical and monetary esources. It (SBU = strategic business unit, TQM = total quality tends to assume almost unlimited capacities for » ‘management, JIT = justin-time, CFT = customer fist individual development. In countries without these team, MBO = management by objectives.) belt tis concept is hard to grasp and unpopular But just how universal ate these management once itis understood 10 solutions? Are these “truths” about what elective International managers have it tough. They must ‘management reall s~ truths that can be applied ‘operat on a numberof different premises at any one 35 anywhere, under any ciscumstancest time. These premises arse ftom ther culture of ven with experienced international companies, origin the culture in which they are working, and the ‘many wellintended universal aplications of culture ofthe organisation which employs ther. 15 management theory have turned out badly. For Inevery culture in the world such phenomena as example, pay-for-performance has in many instances authority, bureaucracy, creativity, good fellowship, 40 been a flute on the African continent because there verification and accountability are experienced in are particular though unspoken, rules about the diferent ways. That we use the same words to sequence and timing of reward and promations. descrge them tends 19 make us unawate that our 20 Similasly, management-by-objectives schemes have cultural biases and our accustomed conduct may not generally filed within subsidiaries of multinationals be appropriate, or sated. 6 in southern Europe, because managers have not wanted to conform to the abstract nature of preconceived policy guidelines, From ing the Mes of Cate derstand Cat Divert ‘uses Fons Trompensats and Charles Harper Published by Nichols Brealey Pblsing, London, 1997. ‘A There are certain popular universal truths about management which can successfully be applied in various cultural contexts. B Cultures are so varied and so different throughout the world that management has to take into account differences rather than simply assume similarities. Effective management of human resources is the key to everyone achieving their full potential.Culture and entertainment 2 Read the text again. Identify the following: a) the problem with universal management solutions b) an example of the failure of pay-for-performance ©) an example of the failure of management-by-objectives schemes 4) the problem with human resource management ) three cultures affecting international managers f) six areas in which different cultural interpretations apply. 2 Inviting, and accepting or declining ‘What kinds of social activities in your town could be appropriate ways of entertaining visitors from other countries? 1 Listen to the first example on the recording. You will hear a conversation in which someone invites a business associate to a social event. Identify: a) what is being suggested b) the response ©) what will happen next. 2 Listen to the second example, where someone else invites a different business associate to a social event. Identify: a) what is being suggested b) the response ©) what will happen next. 1Culture and entertainment 3 Listen to the recording of three short extracts, where hosts invite their visitors to take part in a social activity. The invitations are rejected. a) Identify each suggested activity. b) Give the reasons for each rejection. ©) Do you think each rejection is appropriate? Explain your answer. 4 Work in pairs. Invite your partner to a social activity. He/she should respond by accepting or rejecting the invitation. Use the prompts below. a) tomorrow night / see a show or go for a drive b) this evening / a meal in a restaurant with some colleagues ) when you come / what would you like to do? Listen to the model versions. Practice 1 Work in pairs. Look at the entertainments listings below. Choose one or two events to suggest an evening out with your partner. Gity Museum & Art Gallery Drawings from the Italian Renaisance The Stevi Cllection of drawings by. 22-24Cope Sect 5a ‘asters ofthe Reauisance including | Seren On of Kaspar Bernini. eunardo da Vine rer ee ; Dre err heme srg Michelangelo, Tiepolo Tian, Vari, | Raa Gone oot Guido Fornaro Concert Hall City University Orchestra het Yamamoto (Conductor) Fran Stefenbery (Piao) ‘Stravinsky Firebird Suite (1945) ‘Bartik Piano Concerto No os Four Capricio O79 Ainkeetiy Coreg Seren: Once Upon aTinein the West | _ Kori. Stl 0738 Fowr Cais ct 0467 90% Sage Lowe sim Fonda, inesday and Thursday’ p.m. Masamune Teovet ogy tas | Oya Sng lene sang en Wee th 02078342208 Sa ooking fe tis vee 200, ev ccat ony univfeoet¢ Booking 020 187 e213 a ‘Anton Chekhov = Cy Opera House Sum Panne } Music ‘ “d by Anatole Pier Martinov wee | Nomtiiery Tourunc Opera Directed by Anatol Night Music & Lights f Every night 2¢ 8.30 p.m. The best in contemporary Bizet's Carmen Al prices available. ‘dance music New prod i jghts Mondays and Tuesdays. usstbp ics ieibenc Production directed by ee Sane Mea@lGtneta® Can ake : ’ ‘dmishon nus te ey ee | tenor at te tine ies {esc cs nee in pen! Cassi Revs -pritiant® The S28 ‘Super design and pasionate per. ermine Theale” m6 Now listen to the recording of model answers.Culture and entertainment Practice 2 Use the following flow chart to construct a dialogue. The situation is a semi-formal business meeting in your country. Host Visitor Ask your visitor if he/she has tried the local caisine. “2 Say no but you've heard itis very good. Agree ~ describe a particular specialty, Comment. Accept. y Ask if he/she likes fish. ‘Yes you have heard thatthe fish (in this town) is very ood. Confirm this view. sugges methine ttt y Ask what time, Suggesta time. Agree and end conversation, Confirm arrangement. =: Mic End conversation. Now listen to the recording of a model answer.(NINE Culture and entertainment Practice 3 You receive the email below from a business partner confirming a meeting with you at a Trade Fair in Munich. Unfortunately you have to leave Munich after your meeting, but you expect to be in San Francisco a month later. Write a reply suggesting a different arrangement which you can confirm closer to the time. iS Main identity PT PAPA PM tle EM ae OL Ll To [email protected] 4 ‘SENT March 15 20—10.38 Subject Munich Trade Fairy, Maria, Following our telephone conversation | confirm that we will meet at Interlink stand at the Munich Trade Fair on Thurs May 24 sometime during the morning. 4 | look forward to talking about our products and services. | attach details of some new products that | think will interest you. We can discuss these when we meet. It would be nice to meet socially when in Munich. | wonder if you would be free to join me and a colleague for the evening of Thursday 24? We plan to meet at the Hilton Hotel, in the lobby, at about 8,30. Do let me know if you can join us and of course we would be pleased if you would like to bring a colleague or a partner. We look forward to meeting you soon. iz Best wishes, Products 4 and =} John Callam i services Product Development i [70% [Paseo BEE im Role play 1 Work in pairs. Student A should look at File card 3. Student B should look at @ File card 3B.3 Ea g out 1 Imagine you are in a restaurant with a business colleague. Work in groups of three. Brainstorm as many examples as you can of the language indicated below. Group one recommending what to eat expressing preference ordering Group two commenting on the food asking for the check offering to pay Group three insisting on paying inviting thanking 2. Divide into different groups of three and together in your new groups share all the examples you have of different ways of saying the nine functions above. Complete the grid below with possible phrases: Recommending what to eat_ | Expressing preference Ordering Commenting on the food | Asking for the check Offering to pay Tnsisting on paying Inviting Thanking —_tw m2 Culture and entertainment 3 Now listen to a conversation recorded in a restaurant. The recording contains parts of a conversation between Patricia Cork and Sandra Martinez, They are colleagues in a joint venture between two American companies. ‘Note any similarities between your suggestions and the language in the recording. Note also any phrases used on the tape that you did not suggest. Role play 2 Student A should turn to File card 4A and Student B should turn to File card 4B. TRANSFER | Think of any professional or business contact you have with other countries. Think about any con- ventions that are different from those in your country and may affect your dealing with people | from these countries. Consider for example: ‘© conventions of dress conventions regarding alcohol and food socializing shaking hands physical contact gestures eye contact | humor | the relationship between work and pleasure the relationship between family and work family matters. Uwe sis s Bhe.0 «Language Checklist Socializing [2) Saying what's going on and what's available There's a (good) movie / play / concert / playing at. We have a good theater in the city ... ‘There are some ... — interesting museums / public buildings ~ good restaurants Are you interested in ... — eating out? — visiting / seeing... ? Inviting Would you be interested in going to see ... ’d like to invite you to have dinner this evening. Is that a good idea? Responding to an invitation That would be very nice. Pd like that. Thank you. That would be a pleasure. Declining an invitation Pd like to, but I'm afraid ‘That would be nice, but unfortunately ~ Fm rather tired ... ~ Ihave an appointment this evening ... — I'm rather busy — Ihave some work to do ... Stating preference I like (Japanese) cuisine very much ... I think I'd like to ... I think Pa prefer . Tove (classical) music Looking at a menu The (fish) sounds nice ... I think Td like to try I think I'l have ... Shall we have a bottle of Commenting on a night out It’s been great! / a terrific night / evening. It’s been very nice. Thank you very much for your hospitality. 1 enjoyed it very much. Culture and entertainment (UTES Skills Checklist Socializing (2) Before receiving visitors to your company Be prepared to talk in English about your profes- sional field and/or your company and business: — the professional field you are involved in ~ your professional activities — current research and other projects — future plans ~ the history of your company ~ company organization — who owns the company — the number of employees ~ the international involvement of your company — products and services ~ the market — competition. Be able to talk about: ~ your country and your town — history ~ tourism — museums and public buildings — entertainment ~ cultural and religious centers of interest. You may wish to talk about: — education — transportation systems — the economy — companies — exports and imports. 1(UTED culture and entertainment Quick Communication Check 1 Inviting Choose the correct ending to make the invitations below. Do you have any There's a good We could go for Would you like like to show b) free time this wee 2 Accepting or declining ‘A Which of these words a) to meet this evening? ek? ©) you some interesting places. 4) museum near here, €) something to eat at a restaurant. \dicate an acceptance (A) of an invitation? Which words indicate a rejection (R) of an invitation? nieeidea: verykind. unfitunataly: retherbury haven: | thank you, but 'msorry excellent very kind B Complete the sentences below with words from the box. a) Pd like that the morning. b) That's very ©) Thank you, that 4) It is nice of you to tonight. 'm sorry about that. unfortunately 1 of you, Td be very interesting, €) Another perhaps? f) Pd like , thank you very much. 3 Eating out Make correct sentences from the jumbled words below. a) the can menu have I please b) I'd start like soup please vegetable to with c) casserole have I'll chicken then the 4) a the water and of please cOtes-du-rhone mineral bottle e) a may bill of | have the coffee and please cup leave very early in time kind that very much. but have to would me, but I already have an invite appointment that like “ase91d 19 ain pue aayjo> jo dn e aney Kew (2 “aseaid vaiem Jeroutu yo api0g e pue auoys-np-saig> au (p “pjoiasse> uoypI4> aun aney I UBUL > ‘aseayd dnos ajqeraban yu eis 04 21 (4 iaseojd'nuaw ayp aney ued (e £ ey (94s (@ 4UauRUodde “2unu (p"pInom ("99 Pu 00 aney Ng (@ a () Pury 94 (y) awajfo>¥0 “(y Avos wy (4) nq nod queur (y) 0% ney e) Aq ayer (a) Apreunoyn‘y) pu Kren y) e—pL DIU v z Osterwetpe'@t t feyMODULE 2 Us TCR als an dehBE could | leave a message? m2 AIMS @ Preparing to make a telephone call @ Receiving calls © Taking and leaving messages © Asking for and giving repetition © The secretarial barrier 1 Preparing to make a telephone call 1 Look at the cartoon. What do you imagine they are saying? Say what the problems are and how problems like this can be avoided. New York Tokyo 2 Listen to the recording of Clare Macey, a director of Inter Marketing, suggesting ‘ways to prepare for telephone calls. Then check off the suggestions that she makes that are included in the list below. Do not try to guess what the other person will say. ie ‘Think about your objectives from the call — any questions you need to ask or things you need to say. oO If someone calls and you are not ready for them, ask them to call back later. ire Desk preparation: prepare the desk ~ paper, pen, any relevant documentation, computer files. Check recent correspondence, know the situation. ooo Have your desk calendar on hand, so you can make appointments.Could | leave a message? 3 Different people have different objectives in a telephone call. What do you think are the objectives of the people in the situations below? The first is done for you as an ‘example. a) A Purchasing Manager who has received an incomplete delivery. + to tell the supplier that the delivery is incomplete. + to arrange to get the rest of the delivery sent as soon as possible. + (possibly) to complain about the poor service. b) A computer operator with a software problem calling a Software Helpline. | €) A Sales Representative for a furniture a first call to Moda manufacturer mal 4) A purchaser at Moda Design who takes the call in situation c, 2 Receiving calls 1 Look at the cartoon as you listen to the recording, Say what the problem is and how problems like this can be avoided.[26 Could | leave a message? 2 Listen to another short extract from the recording of Clare Macey. Here she is talking about being prepared for incoming calls. Check off what she recommends. Send a fax suggesting someone calls you ~ then be prepared for their call. If you expect a call, think about what the other person will say or what they will ask, Check any relevant documentation or correspondence. If you are busy or not ready when they call, ask them to call back later. 3 Taking and leaving messages 1 Listen to the recording and complete the missing information on the message pads below. a) pe re te Ho Fou OO RREBE o> — ee eee | Bw — 2 e Ses a i ee | Sn psc ae eee] =" Ne ° waraye b) | Telephone Messages To. Date From Time of Phone L Message | Signed —__ Discussion ‘Compare the styles of the callers in the two conversations you have heard, How are they different? Comment on how the people answering the calls handle each caller. a oooCould | leave a message? QUNTSEME Now listen to two more examples and complete the message pads below. 2 uRGeNT Tm WHILE YOU WERE OUT Qraerioven PLEASE CAL Gomeroscevou Gwnitcaltacan wanstosee vou Qj retureo youR CAL To From TIME EXTENSION _ DEPARTMENT WORKSTATION Notes Discussion Discuss the style of the various speakers in the last two conversations. How does the style change according to the speaker and the situation? Is the style used always the right one? 7Could | leave a message? Practice Use the following flow chart to make a complete telephone conversation. If you need to, listen again to the recordings you have heard and refer to the Language Checklist ‘on page 32. Caller Receptionist “Good morning, Gorliz and Zimmerman.” v ‘Ask to speak to Mr. Conrad Bird. ~~ ‘Mr. Birds notin. ‘sk when you can contact him. “~~ Explain that he s out of town offer to takea message. ‘You want Mr. Bird to call you" Repeat your name. ‘Give your number: S25, Confirm the information. End call: = Endaall, Now listen to the recording of a model answer. 4 Asking for and giving repetition 1 Listen to the recording of a conversation between a woman who calls the Human Resources Department in the Singapore branch of Michigan Insurance Inc. She has an appointment for a job interview. a) The first time you listen, say why she calls b) Listen again. Notice that there are four requests for repetition. Why? 2 In each request for repetition, the person asking for the repetition also acknowledges it. It is important that any repetition is followed by an acknowledgement. Look at the following example that you have heard: “I beg your pardon. | didn’t catch that.” Request for repetition > "To Allan P.Malley, or Malley Human Resources Department. “ohyes.” “Repetition ‘Acknowledgement c 28 Listen again. Identify two other ways to acknowledge repetition.Could I leave a message? 3 Look at the following situations and listen to the recording for each one. In each case, suggest why someone might ask for repetition and suggest a suitable phrase. Role play 1 Work in pairs. Student A should turn to File card 5A. Student B should turn to File card 5B. Role play 2 Keep to the same A or B. Student A should turn to File card 6A and Student B should turn to File card 6B. 5 The secretarial barrierTED could | leave a message? (30 1 Frequently a Sales Representative may make a “cold call” to a purchasing manager or some other influential person in a company. Imagine the following situation: Dominique Peron is Personal Assistant to Jacques Le Grand, Production Controller in Compagnie Tarbet Garonne (CTG), a Canadian manufacturer of paints and varnishes. M. Le Grand has asked not to be disturbed by unsolicited sales calls. Walter Barry from Dallas, Texas would like to speak to M. Le Grand, a) Listen to the tape and say what Dominique is trying to do. What is her objective? b) Dominique Peron finally makes a suggestion to the caller. What does she say? 2. Listen again. Complete the script below by writing down all the phrases used by Dominique Peron to block the caller. cre: Bonjour, ici La CT. \wauree sank: Good morning, Walter Barry, calling from Dallas, Texas. Could 1 speak to Monsieur Le Grand, please? crc: Who's calling, please? WALTER HARRY: T'm sorry — Walter Barry, from Dallas. cre: Er, » please? WAITER BARRY? Well, I understand that your company has a chemical processing plant. My own company, LCP, Liquid Control Products, is a leader in safety from leaks in the field of chemical processing. I would like to speak to M. Le Grand to discuss ways in which we could help CTG. protect itself from such problems and save money at the same time. crc: Yes, I see. Well, M. Le Grand \WalTER BARRY: Can you tell me when I could reach him? cic: He's this in New York. So it is difficult to give you a time. warter 8aRRv: Could you ask him to call me? a he's \wauree sanky: Could I speak to someone else, perhaps? crc: Who in particular? \WAUTER BARRY: A colleague for example? cre: You are speaking to his Personal Assistant. I can deal with calls for M. Le Grand. Wwarree mane: Yes, well ... er... yes .. could I call him tomorrow? crc: No, - Listen, let me suggest something, You send us details of your products and services, together with references from other companies and then we'll contact you,Could I leave a message? OUTER WALTER BARK: Yes, that’s very kind. I have your address. crc: Very good, Mr. er er ... \auret naaky: Barry. Walter Barry from LCP in Dallas. crc: Right Mr. Barry. We look forward to hearing from you. \waurer manny: Thank you. Goodbye. crc: Bye. 3 Listen to the beginning of another conversation. A Sales Manager from a tools manufacturer is calling a car components company. a) Who does the caller ask to speak to? b) What is the result? c) Why is the caller successful / not successful here? Role play 3 Work in pairs. Student A should refer to File card 7A and Student B should use File card 7B. Role play 4 Keep to the same A or B. Student A should refer to File card 8A and Student B should turn to File card 8B. TRANSFER Think about any of the following ~ whichever is most likely for you now or in the future, Prepare the call (maximum three minutes preparation!) Explain the details of the situation to a colleague or to your teacher, then practice the call 1 Call a company to ask for product details or prices. 2 Call a hotel to make a reservation. 3 Call a travel agent to ask about fights to a city you need to visit. If possible, record your conversation.Could | leave a message? Language Checklist Using the Telephone (1) Introducing yourself Good morning, Aristo. Hello, this is ... from Hello, my name's ... calling from .. Saying who you want Td like to speak to ..., please. Could I have the ... Department, please? Is... there, please? Saying someone is not available I'm sorry he/she’s not available ... . Sorry, he/she’s away / not in / in a meeting / ‘in Milan. Leaving and taking messages Could you give him/her a message? Can I leave him/her a message? Please tell him/her .. Please ask him/her to call me at Can I take a message? Would you like to leave a message? If you give me your number I'l ask him/her to call you later. Offering to help in other ways Can anyone else help you? Can T help you perhaps? Would you like to speak to his assistant? Shall I ask him to call you back? Asking for repetition Excuse me. / Sorry, I didn’t catch (your name / your number / your company name / etc.). Excuse me. / Sorry, could you repeat your (name, number, etc.) Excuse me. / Sorry, I didn’t hear that. Excuse me. / Sorry, I didn’t understand that. Could you spell (that / your name), please. Acknowledging repetition Okay, I've got that now. (Mr. Kawashima.) T understand, I see, thank you. Skills Checklist Using the Telephone: Preparation for a call Reading ~ background information Desk preparation Have the following available: + relevant documentation / notes + correspondence received computer files on screen + pen and paper + diary. Check time available How much time do you need? How much time do you have? Objectives Who do you want to speak to? In case of non-availability, have an alternative strategy: + call back / be called back — when? + leave a message « speak to someone else + write or fax information. Do you want to: + find out information? + give information? Introduction Do you need to refer to: + a previous call? + aletter, order, invoice or fax? + someone else (who?) + an event (what? when?) Prediction ‘What do you expect the other person to say / ask you? How will you respond? Language Key phrases (see Language Checklist) Pronunciation Spelling,Could I leave a message? Quick Communication Check 1 Introducing yourself and saying what you want You are on the phone. Complete the sentences with the correct words on the right. a) Can I to Mr. Johnson, please? speak / say b) Jan Van der Saar. My name’s / I'm ©) I'm from Amsterdam, living / calling 4)Can you me the Purchasing Department, please. fix / give e) I'd like some _.__._.._., please. informations / information 2 Leaving and taking messages Complete the exchanges below with words from the box. A CanI a message? B Yes, please. Please him I'll arrive at about three in the afternoon. C He isn't here at the moment. .______ you like to leave a message? D Yes, you say Mr. Sorensen called? I’m sorry, can you .._.._____.. your name? D Yes, it’s Sorensen. § ... Oo. Reve Bose Nove Seve E Shall I ask him to you tomorrow? F No, it's okay. Please tell him T'l later. G Pd like to a message for Mr. Casey, please. H Yes, of course. Who's calling? G Angelo Gherrini, from Milan. 3 Asking for repetition Make sentences from the following. a) can I'm that you repeat sorry? didn't you I hear. b) said I'm understand I what didn't you sorry. you that spell can please? c) sorry speak I’m slowly more please. say you what did? | oe on daoruie | ‘es nok pip aeyyn “Aynoys asous 04s 2:01 ‘Anos uy (2 ae pes 25944 nok ueD “Pres NOK eYH puesiapun 3upIP | AUDs | “nok 3894 3PIP | AeA edad NOK UED'AUOE Wye € | an89) 93989 N22 42 322ades 3‘PINOD Q PINOM ‘=I BNE Y z venewoq (9am (p‘Sune> (saueu Ay (axeed | | 1 hoy _fs Good to hear from you again! AIMS) e@ Cross-cultural communication on the telephone (1) jetting up appointments © Changing appointments © Ending a call 1 Cross-cultural communication on the telephone (1) 1 Listen to the three recorded extracts. Match each call to the appropriate picture below. In each case there is a communication problem, What is the problem, and how could it be solved? Conversation 1 Picture Problem Solution Conversation 2 Picture Problem on Solution Conversation 3 Picture. Problem Solution2» Good to hear from you again! 2. Look briefly at the text below. Before reading the text, say: a) what it is about 'b) what the message of the cartoon on the next page is ©) what you think the text probably recommends. 3. Now read the text. Mark the sentences that follow as True (T) or False (F). Barriers to oral communication Oral communication usually presents more problems than written communication. If you've ever studied another language, you know it’s easier to write in that language than to conduct a conversation. Even if the other speaks your language, you may have a hard time understanding the pronunciation if the person isn’t proficient. For example, many non-native English speakers can’t distinguish between the English sounds v and w, so they say “ery” for “very.” At the same time many people from the United States cannot pronounce the French ror the German ch. Also, people use their voices in different ways, which can lead listeners to misunderstand their intentions. Russian speakers, for instance, speak in flat, level tones in their native tongue. When they speak English, they maintain this pattern, and non-Russian listeners may assume that the speakers are bored or rude, Middle Easterners tend to speak more loudly than Westerners and may therefore mistakenly be considered more emotional. On the other hand, the Japanese are soft-spoken, a characteristic that implies politeness or humility to Western listeners. Idiomatic expressions are another source of confusion. If a U.S. executive tells an Egyptian executive that a certain product “doesn't cut the mustard,” chances are communication will fail. Even when the words make sense, their meanings may differ according to the situation. For example, suppose you are dining with a German woman who speaks English quite well. You inquire, “More bread?” She says, “Thank you,” so you pass the bread. She looks confused; then she takes the breadbasket and sets it down without taking any. In German, thank you (danke) can also be used as a polite refusal. If the woman had wanted more bread she would have used the word please (bitte in German). ‘When speaking in English to people who speak English as a second language, you may find these guidelines helpful: 1 Thy to eliminate noise. Pronounce words clearly, stop at distinct punctuation points, and make one point at a time. 2 Look for feedback, Be alert to signs of confusion in your listener. Realize that nods and smiles don’t necessarily mean understanding. 3 Rephrase your sentence when necessary. If someone doesn’t seem to understand you, choose simpler words; don't just repeat the sentence in a louder voice. 4 Don’t talk down to the other person, ‘Try not to overenunciate, and don’t “blame” the listener for not understanding. Use phrases such as “Am I going too fast?” rather than “Js this too difficult for you?” 5 Use objective, accurate language. Avoid throwing around adjectives such as fantastic and fabulous, which people from other cultures might consider unreal and overly dramatic. 6 Let other people finish what they have to say. If you interrupt, you may miss something important. You'll also show a lack of respect. (Courtland L.Bovee and John V, Till From Business Communication Today (Fifth Edition) (Pearson Education Inc, NJ, 1998)