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  • Ms Anderson

  • Secretary

  • 7. Rewrite the following conversation to make it sound more polite.

  • 8. Complete the conversation using the words and phrases in the box.

  • Now translate the following into English and role-play the dialogue.

  • 9. Study the dialogues.

  • Now translate the following into English and role-play the situation.

  • 10. A few common expressions are enough for most telephone conversations. Practise these telephone expressions by completing the following dialogue using the words listed below.

  • 11. Put the sentences below in the correct order. Some numbers have already been given to help you follow the line of the conversation. Role-play the situation.

  • Business English Шерсткова. Практикум по основам делового общения на английском языке учебное пособие


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    Ms Anderson (Jewels and Things sales representative): ring ring ... ring ring ... ring...

    Secretary: Hello, Diamonds Galore, this is Maria speaking. How may I be of help to you today?
    Ms Anderson: Yes, this is Ms Janice Anderson calling. May I speak to Mr Franks, please?

    Secretary: I’m afraid Mr Franks is out of the office at the moment. Would you like me to take a message?
    Ms Anderson: Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr Franks mentioned. Did he leave any information with you?

    Secretary: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions.

    Ms Anderson: Great, I’d love to see this problem resolved as quickly as possible.

    Secretary: Well, we still haven’t received the shipment of earrings that was supposed to arrive last Tuesday.
    Ms Anderson: Yes, I’m terribly sorry about that. In the meantime, I’ve spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning.

    Secretary: Excellent, I’m sure Mr Franks will be pleased to hear that.
    Ms Anderson: Yes, the shipment was delayed from France. We weren’t able to send along your shipment until this morning.

    Secretary: I see. Mr Franks also wanted to schedule a meeting with you later this week.
    Ms Anderson: Certainly, what is he doing on Thursday afternoon?

    Secretary: I’m afraid he’s meeting with some clients out of town. How about Thursday morning?
    Ms Anderson: Unfortunately, I’m seeing someone else on Thursday morning. Is he doing anything on Friday morning?

    Secretary: No, it looks like he’s free then.
    Ms Anderson: Great, should I come by at 9?

    Secretary: Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10?
    Ms Anderson: Yes, 10 would be great.

    Secretary: OK, I’ll schedule that. Ms Anderson at 10, Friday Morning... Is there anything else I can help you with?
    Ms Anderson: No, I think that’s everything. Thank you for your help... Goodbye.

    Secretary: Goodbye.
    Notes:

    How may I be of help – This is a formal phrase used to show politeness. It means ‘Can I help you?’
    delivery – поставка, доставка

    delivery department – отделдоставки
    to mention – упоминать
    as a matter of fact – насамомделе

    to resolve – решать (проблему)
    shipment -  груз, партия товара
    to assure – уверять, убеждать
    to delay – задерживать

    to schedule a meeting – назначитьвстречу

    tolook like – казаться

    unfortunately – к несчастью
    to hold a staff meeting – проводить «оперативку», сбор сотрудников
    to last – длиться



    1. Is Mr Franks available?

    2. What information did Mr Franks leave for Ms Anderson?

    3. What problems are there between the partners?

    4. Is there a solution to the problem? What is it?

    5. What are Mr Franks’ plans for Thursday afternoon?

    6. Does Thursday morning meeting suit Ms Anderson? Why?

    7. Mr Franks and Ms Anderson are meeting at 9, aren’t they?

    8. How long does a staff meeting last?



    7. Rewrite the following conversation to make it sound more polite.



    Galaxy Computers:

    Galaxy Computers. What do you want?




    ________________________________

    Michael Jones:

    I want to speak to Harris.




    ________________________________

    Galaxy Computers:

    Who are you?




    _______________________________

    Michael Jones:

    Jones. ABS Industries.




    _______________________________

    Galaxy Computers:

    Who? What’s your name again?




    _________________________________

    Michael Jones:

    Michael Jones.

    Galaxy Computers:

    He’s speaking with someone on his line. Want to wait?




    _________________________________

    Michael Jones:

    No. Tell him I called, right?




    ___________________________________

    Galaxy Computers:

    No problem. Bye.




    ____________________________________



    8. Complete the conversation using the words and phrases in the box.


    bad line call me Can I take a message? Could I speak to

    dialled the wrong number hold put me through this is

    you’re through engaged


    Receptionist

    Sales Department. Can I help you?

    Caller

    Oh! I must have (a)______________________. Can you (b)______________ to Customer Service, please?

    Receptionist

    I’m sorry, it’s a (c) ________________. Did you say Customer Service?

    Caller

    Yes, that’s right.

    Receptionist

    Just one moment. I’m sorry, but the line is (d) ________________. Do you want to (e) ___________________?

    Caller

    All right.

    Receptionist

    (f) __________________________ now.

    Caller

    Hello. (g) _______________________________ the department manager, please?

    Receptionist

    I’m afraid he’s not in the office this morning. (h)___________________________?

    Caller

    Yes, please. (i) ___________________________________ George Smith. Could you ask him to (j) _____________________ ?

    Receptionist

    Yes, of course. Goodbye.

    Caller

    Bye.


    Now translate the following into English and role-play the dialogue.

    Student A (Receptionist)

    Receptionist

    Отдел продаж. Чем могу помочь?

    Caller




    Receptionist

    Извините, плохая связь. Вы сказали: «служба поддержки потребителей»?

    Caller




    Receptionist

    Минуточку. Извините, но линия сейчас занята. Вы подождете, пока линия освободится? (= Вы хотите подождать?)

    Caller




    Receptionist

    Соединяю.

    Caller




    Receptionist

    (Боюсь) его нет в офисе сегодня утром. Мне передать ему сообщение?

    Caller




    Receptionist

    Да, конечно. До свидания.

    Caller





    Student B (Caller)

    Receptionist




    Caller

    Ой! Я, должно быть, ошибся номером. Не могли бы Вы соединить меня со службой поддержки потребителей?

    Receptionist




    Caller

    Да, все верно.

    Receptionist




    Caller

    Хорошо.

    Receptionist




    Caller

    Здравствуйте. Могу я поговорить с менеджером отдела?

    Receptionist




    Caller

    Да, пожалуйста. Это Джордж Смит. Не могли бы вы попросить его перезвонить мне?

    Receptionist




    Caller

    До свидания.


    9. Study the dialogues.

    Taking a Message #1

    Receptionist: Janson Wine Importers. Good Morning. How can I help you?

    Caller: Could I speak to Mr Adams, please?

    Receptionist: Who’s calling, please?

    Caller: This is Anna Beare.

    Receptionist: Sorry, I didn’t catch your name. 

    Caller: Anna Beare. That’s B- E- A- R- E.

    Receptionist: Thank you. And where are you calling from?

    Caller: Sun Soaked Vineyards.

    Receptionist: OK Ms Beare. I’ll try and put you through. … I’m sorry but the

    line’s busy. Would you like to hold?

    Caller: Could I leave a message?

    Receptionist: Certainly. 

    Caller: Could you tell Mr Adams that our shipment will be postponed and that the

    200 cases ordered should arrive next Monday.

    Receptionist: Shipment delayed … arriving next Monday.

    Caller: Yes, and could you ask him to call me back when the shipment arrives?

    Receptionist: Certainly. Could you give me your number, please?

    Caller: Yes, it’s 503-589-9087.

    Receptionist: OK… I’ll tell Mr Adams that you called as soon as he’s available.

    Caller: Thanks for your help. Goodbye.

    Receptionist: Goodbye.

    Taking a Message #2

    Caller 1: Hello, how can I help you?

    Caller 2: Hello. May I speak to John Bird?

    Caller 1: I’m afraid he’s not in at the moment.

    Caller 2: Oh dear! It’s an urgent order - we need five hydraulic pumps by 22 June. Could you take a message?

    Caller 1: Sure, just a moment let me get a pencil... OK. Could you tell me your name, please?

    Caller 2: Yes, sorry. It’s Elena Moretti from Stern Hydraulics in Switzerland.

    Caller 1: Right, I’ll take down the details and get John to contact you. Did you say five units?

    Caller 2: Yes, the reference is SG 94321.

    Caller 1: SG 94321-five units.

    Caller 2: Yes, that’s right. But the important thing is the delivery date - 22 June.

    Caller 1: I don’t think that will be a problem.

    Caller 2: Good, it’s for a new customer.

    Caller 1: I see. Right, when John comes in, I’ll tell him immediately. Could you confirm the order by e-mail?

    Caller 2: Yes, of course.

    Caller 1: Is there anything else?

    Caller 2: I’ll leave my telephone number just in case he doesn’t have it. My cell phone number is 439 908 7754.

    Caller 1: OK. That’s 439 808 7754.

    Caller 2: No, it’s 439 908 7754.

    Caller 1: Ah, sorry. 

    Caller 2: No problem. Thanks for your help. Good bye.

    Caller 1: Good bye.

    Now translate the following into English and role-play the situation.

    Student A (Receptionist)

    Receptionist

    Доброе утро. Компания Бритиш Петролеум. Чем могу вам помочь?

    Caller




    Receptionist

    Говорите громче. Вас плохо слышно.

    Caller




    Receptionist

    А кто это звонит? Представьтесь, пожалуйста.

    Caller




    Receptionist

    А откуда вы звоните?

    Caller




    Receptionist

    Хорошо, г-н Иванов. По какому вопросу вы звоните?

    Caller




    Receptionist

    Минуточку, соединяю… К сожалению линия отдела занята. Вы будете ждать?

    Caller




    Receptionist

    г-н Брауна сейчас нет. Передать ему сообщение?

    Caller




    Receptionist

    Секундочку, я возьму ручку… Диктуйте.

    Caller




    Receptionist

    Итак, 123789.

    Caller




    Receptionist

    Ой, извините.

    Caller




    Receptionist

    Что-нибудь еще?

    Caller




    Receptionist

    До свидания.


    Student B (Caller)

    Receptionist




    Caller

    Здравствуйте. Соедините с отделом доставки.

    Receptionist




    Caller

    Отдел доставки, пожалуйста.

    Receptionist




    Caller

    Это Федор Иванов.

    Receptionist




    Caller

    Компания Башнефть. Россия.

    Receptionist




    Caller

    Это насчет моего заказа.

    Receptionist




    Caller

    А могу я поговорить тогда с менеджером по продажам – г-н Брауном?

    Receptionist




    Caller

    Да, пожалуйста. Скажите, чтобы он мне перезвонил. Я оставлю свой номер телефона, на случай если его у г-на Брауна нет.

    Receptionist




    Caller

    Мой сотовый номер - 123456.

    Receptionist




    Caller

    Нет, 123456.

    Receptionist




    Caller

    Все в порядке.

    Receptionist




    Caller

    Нет, спасибо. Всего хорошего.

    Receptionist





    10. A few common expressions are enough for most telephone conversations. Practise these telephone expressions by completing the following dialogue using the words listed below.
    Switchboard: Continental Equipment. Can I help you?

    You: Could I ________ __________Mr Wilson, please?

    Switchboard:Putting you__________.

    Secretary: Hello, Mr Wilson’s secretary.__________ I help you?

    You: ________, can you hear me? It’s a ________line. Could you ________ up, please?

    Secretary: IS THAT BETTER? Who’s __________, please?

    You: This is Bob Brown from TST Systems.

    Secretary: Oh, hello. How nice to hear from you again. We haven’t seen you for ages. How are you?

    You: Fine, thanks. Could you ________me ________to Mr Wilson, please?

    Secretary: ________the line a moment. I’ll see if he’s in. I’m so sorry, I’m afraid he isn’t in the ________at the________. Could you give me your________, and I’ll ask him to ________you________?

    You: I’m________495 3840. That’s London.

    Secretary: Would you like to leave a _______for him?

    You: No, thanks. Just tell him I________.

    Secretary: Certainly. Nice to hear from you again.

    You: I’ll expect him to________ me this afternoon, then. Thanks.

    Secretary: You’re welcome. _______________ .

    number speak bad

    office hold good bye

    rang message can

    speak to ring on

    call back speaking put through

    hello moment through
    11. Put the sentences below in the correct order. Some numbers have already been given to help you follow the line of the conversation. Role-play the situation.


    9

    I’m afraid there’s no answer. Would you like to leave a message?




    OK. It’s Wright, spelt W-R-I-G-H-T. And the first name’s Adel. That’s A-D-E-L.




    OK, Miss Wright.




    Compact Systems. Good morning.




    Good morning. Could I speak to Hillary Green?

    11

    If you give me your name, I’ll tell her you’re going to call.




    Thank you. One moment, please. I’m putting you through now.




    No, thank you. I’ll ring back later. What time do you think she’ll be in her office?




    OK. I’ll call back after 2, then. Thank you.




    It’s Mrs Wright, actually.




    Goodbye.




    OK, Mrs Wright.




    Who’s calling, please?




    The secretarial job advertised in last night’s paper.

    16

    So, what time should I call back?




    Thank you.

    5

    Thank you. And what’s it in connection with?




    My name is Adel Wright.




    Goodbye.




    She’ll definitely be in after lunch, at 2.

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