Tài liệu Business english skills: telephoning

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Pearson Education Limited, E:dinburgh Gate. I-Iarlow Essex CM20 2JE, England and Associated Companies throughout the world. www.longman-elt.com © Mark Ellis, Nina O'Oriscoll and Adrian Pilbeam 1987 Published jointly by Studentlitteratur AB, Lund, Sweden and Longman Group UK Limited, London, England. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of the Publishers. First published 1987 ~Irst published in colour 1992 Ninth impression 2000 ISBN 0 582 09306 6 Set in.9/11 pt Linotron 202 Helvetica Printed in China SWTC/09 We are grateful to the following for their permission to reproduce copyright photographs: British Telecommunications PLC for page 13.jTeleFocus for page 34; The Image Bank for page 50 ,/Kaz Mori for page 6 and/Steve Niedort for page 37; Tony Stone Worldwide for pages 19, 30 and 43. Cover Photograph by The Image Bank/Jay Freis. Contents Introduction 4 Getting through, introducing yourself and taking messages 6 Recorded messages 13 Fixing appointments 19 Discussing information; changing appointments 30 Making a booking; repeating and clarifying information 37 Checking and discussing information 43 Participating in a telephone conference 50 Key Glossary 59 80 INTRODUCTION TO THE LEARNER Telephoning is part of the Longman Business English Skills series. It presents and practises the language used in business situations where the conversation is carried out by telephone. The conversations in each unit take place in familiar situations in different types of company and in different types of offices within those companies. It allows you, as the learner, to both hear and practise the kind of language common to many situations. Objectives The book assumes from the start that you have at least a basic general knowledge of English , and that your aim is to improve in an area of more specialized usage. The book has a double function: to allow you to hear and understand fluent conversations and to practise some of the most useful language yourself. The dialogues First you are presented with a dialogue, in Part 1 of each unit. You should listen to this as many times as you like to gain a general understanding, but you should not, at this point, read the tapescript. To help you understand the dialogue better, turn first to the Listening for information section which contains questions intended to guide you. Next, turn to the Focus on Language section , whose purpose is to help you focus on particular language points. In both cases, the objective is to improve your understanding. Pronunciation The Pronunciation work is designed to improve your spoken English. Note the following three points. contractions - this is when certain words , often auxiliary verbs, are reduced to a single consonant. In every repetition practice in this book , this will be signalled to you by a line underneath the contraction. liaison - this means the linking of two words by joining the last sound of one , when it is a consonant, to the first sound of the other, when it is a vowel. The two together make a new syllable. This is signalled to you by a half circle underneath the parts of the words to be joined. stress - some words in a sentence are more important than others: and within those words , there is always one syllable which carries stress, or the main accent. This is signalled to you by a circle showing you which syllable to pronounce more strongly. 4 Words which are important to the theme of a unit, and which might also be new to you , can be found in the glossary at the end of each unit. There is also a general glossary of useful telephoning expressions on page 80. This book is designed above all for the student studying alone without the aid of a teacher, and this becomes especially apparent in Part 2 of each unit, where the objective is to give you extensive practice at speaking through a series of Activities . The objective of many of these activities is to simulate a dialogue. Because you will very often be working alone , rather than with a teacher who could provide a response , you will find the other half of the conversation on the cassette . You should prepare yourself to answer or to ask questions from the information in your book and then you should try to 'hold a conversation' with the cassette , speaking in the spaces provided . If you are working alone and without the use of a language laboratory, you can add to the value of this activity by using a second cassette recorder and a blank tape and recording yourself doing each exercise. You can then compare your versions with the ones on the cassette . ne key The key contains the tapescripts and answers . When you have finished Part 1 of each unit, you can read the script while liste.nirig to the dialogue. The answers to the Practices and Activities follow the tapescripts . Remember that the answers to the Activities are suggested student responses. Yours could be different. However, the versions in the answer section can be used as models. Approach The cassette recorder gives you great flexibility . In particular, you are able to replay a dialogue or part of a dialogue as many times as you wish . Do not be afraid to refer to the scripts to help you , if you find the dialogue too difficult. You may want to do this quite a lot, especially in the early stages . If you take this approach , and do not use the book and cassette as a testing device, you will find that as you progress through the units your understanding and ability to respond correctly will improve dramatically. 1 Getting through, introducing yourself and taking messages Getting through, introducing yourself and taking messages UT 1 The object of this part of the unit is to present ways of getting through to the person you wish to speak to, and of introducing yourself. ,round You are going to hear Steve Newman , manager of a small company speaking to the switchboard operator in a large office block in London which is shared by many companies . He then speaks to an administrative assistant in a company which provides service offices. Steve Newman's company is at present based in a London suburb , but would like to move to central London in order to be better placed to take on more business. Listen to the conversation and use the memo to record the relevant details you think would be noted down by the administrative assistant at Victoria Holdings. Victoria Holdings Ltd Memo Date _ _ _ _ _ _ _ _ _ _ _ _ __ To _ _ _ _ _ _ _ __ _ _ _ _ ___ - - -_ _ _ _ _ _ _ _ _ _ _ called Time _______________ Caller's number is Message From ___________ ~ 1 1 Getting through, introducing yourself and taking messages le l Focus on Language Listen to the conversation again and write down phrases that correspond to the list of purposes below. Some have been done as examples. PHRASE Conversation between the switchboard operator and Steve Newman. Giving the reason for the call. 2 ________________________________________ Offering to get the right person . 3 They're the people that deal with it. Saying they are in charge , or responsible for it. 4 _____________________________________ 5 ____________________________________ 6 _______________________________________ Conversation between Steve Newman and Charles Hughes the administrative assistant. Asking the caller if he will wait. The caller is showing he is prepared to wait. The operator is explaining the connection has been made. 7 Victoria Holdings .. . Answering by giving the name. 8 Could I have the name of the company, please? This is a polite way of asking for information . 9 ____________________________________ 10 Maylhaveyourname? 8 PURPOSE 1 I'd like to speak to someone about ... The assistant wants to know how to write the name. This is a polite way of asking the caller's name. 11 ____________________________________ The assistant promises to give the information to the right person . 12 _____________________________________ Asking if the person can be contacted later. Getting through, introducing yourself and taking messages 13 I'll get Michael Green to call you back . .. The assistant promises action . 14 Thank you for your call. Closing the conversation. Check your answers in the key. PRACTICE 1 1 In the following conversation, choose the most suitable response. A Hello, is that accounts? B Yes, it is.!1 am. (1) A I'd like to speak to Sara Adams, please. B I amiThis is (2) Sara Adams. A Hello, my name is Peter Brown, from Pacesetters. I calliI'm calling (3) about a bill we sent you . B Oh, you should speak to my colleague, Roger Simons. I'll put you through to his extension. A Thank you. B The line's busy. Are you holding?I Will you hold? (4) A Yes, I am.!1 will. (5) B I'm afraid the line is still busy. WouldlCould (6) you give me your number and 111'11 (7) ask him to call you againlback? (8) A Yes, certainly. It's 56-89839. B Thank you . Goodbye. Check your answers in the key. A Goodbye. Language Summary Will This section draws attention to some of the language used in the dialogue. EXAMPLE COMMENT I'll put you through. Will is used in an immediate reaction , in order to offer or promise to do something for the caller. When speaking we usually use the contraction ('/~ , although not at the beginning of a question . I'll hold on. I'll pass this information on. I'll get him to do that. Will you hold? Who'll be able to help you? 9 1 Getting through, introducing yourself and taking messages Get Prepositions I'll get him to do thatl to ring you back. Get is a commonly used verb in English : here, it means I'll ask him to . . . /'II' put you through to Victoria Holdings. Notice the prepositions are part of the verb. Can he ring you back? I'm interested in renting office space. la l Telephone numbers 01-449-8927 PRACTICE 2 Pronunciation Notice that we usually say " double four". Listen to the cassette and repeat the phrases, without the aid of the book. Then listen and repeat with the book , or after having looked at it. PHRASE 0 0 0 please. 1 I'd like to speak to someone about renting office space, ~ '-.J o 2 Will you hold? o 0 3 I'll hold on. - \.J 4 Can I hJ'Jp you? 5 I'm 'iltterested in renting gffice space. - 0\.J...J 0 6 Could you spell that name for me, please? o 0 7 May I have your name? 0 \J 8 and your number? o 0 00 9 01-449-8927. "10 "/1 pa~s - this information gn . OV 0 11 Can he ring you back? '-' 00. 12 Yes, certainly. 13 I'll g~t Michael -0 Gre~n to call you ba~k. 0 14 Thank you for your call. 10 Getting through, introducing yourself and taking messages PART 2 In this part you are going to practise speaking to a switchboard operator and introducing yourself. In all four Activities you will hear on ly one side of the conversation. You must act out the other side, by speaking aloud when it is your turn . Im l ACTIVITY 1 You call a computer company called Zanek Computers. You want to know about their Triple X microcomputers. Speak to the switchboard operator. Try to use some of the language you 've already heard and studied . 11£811 ACTIVITY 2 The switchboard operator at Zanek Computers has put you through to the Sales Department. When the Sales Assistant asks you questions, you should use the following information in your answers. You are a potential customer. Your name: H~ £~ Your company: p(j~HeAt rt CMtf~ Your number.. q27- 565"( You want 1Ylple- X' MAC/Oinformation ~~ #Y ~Se about: tnt o{ffCL W\.. Now play the cassette and reply appropriately, using the information above. Compare your version with the model version in the key . It is on the cassette . 1 1 Getting through, introducing yourself and taking messages Iml ACTIVITY 3 You are the secretary in the accounts department of a large company and are responsible for receiving calls and putting the caller through to the right person. Here, a caller wishes to speak .to your colleague, Judith Roberts. At first, Judith's number is engaged, but it rings the second time. You are the secretary: speak to the caller. Iml ACTIVITY 4 You receive a call about your company's range of video cassette recorders . You are responsible for sales of the Standard recorder, and your colleague , Geoffrey White, is responsible for the Deluxe Model. So when you receive the call, deal with the enquiry: • give the name of your department (Sales) • find out if the caller wants Standard or Deluxe • make a note of the caller's name, the name of their company and the telephone number • tell the caller you'll give the information to Geoffrey White Glossary switchboard operator service offices deal with the person who works on the switchboard, which is the central point for all calls coming into the company offices where all the furniture, telephone and services such as photocopying and typing, are provided to be in charge of, or responsible for, something put through to . someone, usually the operator, connects or passes you to someone else hold, hold on pass on 12 wait, don't go away to give or transmit information to the right person Compare your version with the model version in the key . It is on the cassette. Compare your version with the model version in the key. It is on the cassette. Recorded messages 2 Recorded messages PART 1 This part of the unit will present examples of recorded messages on answerphones and will give practice in leaving your own messages. Background Lionel Webster works as a buyer in a busy import/export office in London,He often receives phone calls from all over the world from brokers with offers of cargo for sale, You are going to hear a broker leaving a message on Webster's answerphone concerning the arrival of the ship carrying his cargo . Iml Listening Note the following details while you are listening to the for information message for the first time. Name of caller: CaltbacK number: Estimated date of delivery: Arrival port: Name of vessel: Check your answers 'in the key. IWI Focus on Language Now listen to the cassette again and answer the following questions. 1 What phrases does Webster use to: a b c d introduce himself? explain his absence? give instructions to the caller? thank the caller? 2 Webster explains he will return soon ; what words does he use instead of return and soon? 3 How does Bonner introduce himself? 4 What are the two phrases he uses when he spells words? 5 What phrase does he use to give the reason for his call? 6 When exactly will he call back? 7 Does he want Lionel Webster to do anything? 14 Check your answers in the key. 2 Recorded messages Language Summary Will This section draws attention to some of the language used in the dialogue. EXAMPLE COMMENT The vessel will be the Atheco. Helmut Bonner uses will, to show that the information is definite. I'll spell that. He offers or promises to do something very specific. /'11 call back with the exact time of arrival. From About la l PRACTICE 1 I'm calling from Hamburg. He is giving information about where . I'm calling about our next delivery to you. . . . and why he is calling. Pronunciation Listen to the next part of the cassette and repeat the phrases without the aid of the book. Then listen and repeat with the book, or after having looked at it. PHRASE 1 o NOTES 0 This is Lionel Webster speaking. Notice the name is said more slowly, and with more emphasis, than the rest of the phrase. \..! o 0 0 2 I'm notV in the'-Joffice\,,/at the moment . . . o Notice how his tone rises at the end of the last word . 0 3 butLexpect to be back shortly. o 0 0 Notice how his tone drops at the end of the last word . 0 4 Please leave lour name, number anqy. message,,9f no o . . more than three mmutes, when you hear the sIgnal. 5 a 0 Thank you for your call. Notice the pauses after name, number and minutes. 15 2 Recorded messages IH I PRACTICE 2 Using the following information, prepare a message as if for an answerphone. Try to use some of the language Lionel Webster used . YOUR NAME: REASON FOR YOUR ABSENCE: EXPECTED TIME OF RETURN: INSTRUCTIONS TO THE CALLER: Compare your version with the model version in the key. It is on the cassette . IE I PRACTICE 3 Ca.t \ b~ I~ t~e o..f+eY'l''ID 011\ l.eo..ve ~ J \o\.\AwJ::Ie.v ou-.d. 0... jN\.ess~e . ov Pronunciation As with Practice 1, listen and repeat without reading, then open your book and do it again. NOTES PHRASE o 0 0 0 0 Helmut Bonner here. That's B.o.N.N.E.R. o 00 0 When saying telephone numbers, people often say , 'double-eight" rather than " eight-eight" . 2 My number is 880-51-01 . o 0 3 I'm calling about our next delivery to you. - 4 s 1& 0 v Compare this with the way Lionel introduces himself - it's quicker and more informal. 0 0 The vessel will be the " Atheco " - I'll spell that. o 0;!]! call back within the next two days. Recorded messages le l PART 2 This part of the unit gives you further practice in understanding and leaving messages. ACTIVITY 1 a 2 Listen to the recorded information concerning an international mining congress. While you are listening , note the main details. Organizer: 5pansar: Title af [angress: PlaEe: Date: Address far further information: Check your answers in the key. b Having decided to attend the Congress , phone your colleague in Buenos Aires. Prepare the following message for her answerphone. (You could try recording it on a blank cassette or write it.) Your name Place of departure: Date of departure : Flight number: 50cwbev AA 311 Time of departure: Compare your version with the model version in the key . It is on the cassette. iV\adVld 20 . oS~ Time / Date of arrival Of) OS~ in Buenos Aires : fo OcfDbev 17 2 Recorded messages le l ACTIVITY 2 Listen to this recording on a travel agent's phone . It gives updated information on fl ights an airline company has to offer to the USA over the next few days. Make a note of the details. Check your answers in the key . ACTIVITY 3 Prepare a message about yourself, either at home or in the office . You should include the following language : This is . . . . .. out at the moment. I'll be back . . . Please leave . . . /'JJ call you . . . Glossary broker cargo vessel delivery freight take off 18 someone who does business, especially buying , for other people a specific amount of goods or merchandise usually, a ship taking goods to the door of the buyer any goods, or merchandise being transported when a plane leaves the ground : the opposite is to land Compare your version with the one given fo r Practice 2. 3 Fixing appointments 3 Fixing appointments PART 1 The objective of this unit is to present language commonly used on the phone when arranging meetings and fixing appointments. Background You will first hear a conversation between Lisa Alexander, the manager of a small company Wool Touch, and her bank manager, Mr Sanchez. Wool Touch is a young company specializing in woollen and woven products. Lisa Alexander is interested in investing in new equipment, for which she is hoping for financial help from her bank, the General Union . i§ i Listening for information Before you listen, read the following message. It was addressed to the credit manager of General Union Bank, Dominic Sanchez, by his secretary. ===::::.J'/ GENERAL UNION BANK PLC IL.::I ==== To: __~M~y~S~a~h~C~~~=-_____________ ------'<::L.:.LIoIS~p.,~A~I~ol.Lxa~~do - Xem thêm -