nesses or governmental offices - are prefixed by 900 numbers. (-) Such calls are toll-free calls. (+) To place an emergency telephone call dial 911 or 0. (+) In the USA an office worker or any other institution after picking up a receiver first starts talking with a customer (-) Етап 7. Різновиди телефонних розмов Мета: розвиток діалогічної мови Прийоми: робота в парах, фронтальна беседаT: Here is an example of a call where active listening skills are used. Listen to the dialogues and answer my question-what kinds of telephone conversations do we also have? Dialogues: а) A: Good morning, John Sharp speaking. B: John, hello. Tony Mills from Mega deals here. I ve got a problem with that last order ... A: A problem, did you say? B: Yes, well the order was incomplete. We ordered 600 but when we checked the consignment, it was obvious that we hadn t got them all. A: So how many were you short? B: Well, they came in boxes of 50 and we only had 8 boxes so we re missing 200. A: When do you need the remainder? B: By Monday; we must have them by Monday. A: Immediately after the weekend, you say? B: Well, we could just stretch to Tuesday but no later because ... A: Okay, leave it with me. I ll get on to dispatch and make sure you get another 200 by Tuesday at the latest. B: Thank you, I ll call you back if there sa further problem. b) A Business Telephone Conversation in American English Manager: Hello, this is Dan Bloom, the Floor Manager at Elegant Designers Furniture. How can I help you? Customer: Hello, Mr. Bloom. I am Susan Gerd, secretary of Steve Doll at Verizon. We have an order for a leather sofa. We placed the order yesterday. But we need to change the color to brown. I hope this is not a late call. Manager: I see. Do you have the invoice with you now, Ms. Gerd? Customer: Yes. I do Mr. Bloom. Manager: Give me the order number please. Customer: It s 120456. Manager: Thanks. May I put you on hold for a second please? I have to look it up. Customer: Sure, I ll wait. The manager Dan Bloom returns in a few seconds after he looks up the color series in the inventory. Manager: Yes, we do have the sofa in brown. But we have to re-do order. So we will delay the order one day late. Would it be Okay? Customer: Yes, we can wait one more day. So you will deliver it next Friday, September 12th? Manager: Yes, exactly so. Is there anything else I can do for you Ms. Gerd. Customer: No. Thank you so much. Manager: You welcome, Ms. Gerd. Thank you for placing an order with Elegant Designers Furniture. Customer: You welcome. Bye now. Vocabulary: How can I help you? Idiomatic phrase. Tell me what you want. observe: verb. to watch to collect information look up: idiomatic verb. to search information in the dictionary, internet, references books, etc. delay: verb. to be late deliver: to bring an order to the address T: The conversation below takes place in an office. The manager speaks with a customer. The manager observes the guidelines above. c) How to Answer the Phone Secretary: Hello, this is Bloomingdales Department Stores. Nancy speaking . How can I help you? Caller: This is George Brown from Ladies Garments Wholesale. I need to speak to Roger Dodge. Secretary: Mr. Dodge just left for the day . Would you like to leave a message, Mr. Brown? Caller: Oh! I missed him. This is an emergency call. Is it possible to speak to somebody else in his office? Secretary: Regarding what? Caller: We can not deliver the order tomorrow. Secretary: I see . I will connect you to Mr. Dodge s secretary, Linda. May I put you on hold for a second? Caller: Sure. Go ahead. The secretary resumes the call in a few seconds. Secretary: Mr. Brown, Linda is on the phone. Caller: Thank you, Nancy. Secretary: You welcome, Mr. Brown. Thank you for your business with Bloomingdales. Vocabulary: Nancy speaking means Nancy is speaking. In conversation, this phrase is used for a short greeting someone who is calling. When we pick up the phone to greet the caller. Or, if the caller asks: who is speaking? Then we may say this: Hello, Sue speaking. Hello, Joe speaking and etc. How can I help you? Tell me what you need. left for the day : He or she left the office and will not comeback until tomorrow. leave a message : to tell the secretary your message. miss: not to get to the person, to be unable to see the person (in this conversation)
