- •Предисловие
- •Unit 1. TELEPHONING
- •1.1. Telephone English – Basics
- •1.2. Questioning Techniques
- •1.3. Exchanging Information
- •1.4. Telephone Etiquette
- •Revision
- •Unit 2. PRESENTING
- •2.1. Starting Presentations
- •2.2. Involving the Audience
- •Revision
- •Unit 3. MEETINGS
- •3.1. The Language of Meetings
- •3.2. Discussions: Opinions & Suggestions
- •3.3. The Structure of Meetings
- •Revision
- •ATTACHMENT
- •Литература
1.2. Questioning Techniques
1.2.1. Work in small groups. Discuss these questions.
1)What types of questions do you know? Which of them are considered to be more polite?
2)Which type of question do we often use with people we do not know very well or when we ask a ‘difficult’ question?
1.2.2. Read the text and formulate its main idea.
Some Types of Questions
A telephone call is a purposeful activity. Your caller will have some objective in mind and you will need to elicit this objective as quickly and as clearly as possible. In a simple information-seeking call, all you need to do is ask for the caller's name, address, telephone and fax numbers. However, in more complex situations, you need to develop your questioning techniques so that you obtain the salient facts. Here are some of them:
Indirect questions
We can be more polite or tentative by beginning a question with a phrase like Do you
know, Do you think/feel, Do you mind telling me, Could you tell me, Could I ask you, I'd like to know, I was wondering.
Do you feel this rise in interest is a result of increased recruiting? Could you tell me a bit more about what the school is doing on that front?
The word order of an indirect question is like a normal statement.
direct: Could you call me a taxi? |
indirect: Do you think you could call me a taxi? |
direct: How old are you? |
indirect: Could I ask you how old you are? |
Where there is no question word or modal verb we use ‘if’ or ‘whether’. |
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direct: Does Jane still work here? |
indirect: Do you know if Jane still works here? |
Negative questions
We use negative questions when we expect the answer to be 'no'. In social English
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this makes it easier for the other person to reply politely.
A:Do you like Japanese food?
B:No, not really, (the answer seems very strong)
A:Don't you like Japanese food?
B:No, not really, (the answer seems more polite)
We use negative questions to show surprise.
Don't you accept American Express?
Question tags: use
Here are five possible uses of question tags presented in a dialogue:
A: You haven't got the sales figures yet, have you? (request for information)
B: They don't have to be ready till Friday, do they? |
(confirmation) |
A: You're not going to leave it until the last minute again, are you? (attack) |
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B: Well, I haven't had any time, have I? |
(defence) |
A: So it wasn't you going home early yesterday, was it? |
(sarcasm) |
If we use a negative statement with an affirmative tag, we often expect the answer to be ‘no’.
A: I'm going to need an interpreter.
B: Of course. You don't speak French, do you?
This form can be more polite because it is easier for the other person to reply in the negative.
A:You don't speak French, do you?
B:No, sorry, I don't.
A negative statement with an affirmative tag can also be used to ask people for things in a polite way.
You couldn't give me a hand, could you?
You haven't got any change for the parking meter, have you?
1.2.3. Answer the questions to the text.
1)Why is a telephone call a purposeful activity?
2)What do you need to obtain the salient facts in a telephone conversation?
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3)What can the use of indirect questions allow you?
4)How may the use of negative questions influence a conversation?
5)What are the stylistic effects of using question tags?
1.2.4. Read the telephone conversations, define the purposes of the calls.
1) |
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RECEPTIONIST |
Good afternoon, Hi-tone Health and Fitness Centre. How may I |
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help you? |
CALLER |
Oh, hello. I'm thinking of joining a fitness centre. Could you give |
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me some information about Hi-tone? |
RECEPTIONIST |
Yes, of course. |
CALLER |
So first of all, could you tell me how much it costs? |
RECEPTIONIST |
Is it just for you? |
CALLER |
Yes. |
RECEPTIONIST |
OK. It's Ј550 for a year and for that you can use all the facilities. |
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We have a fully-equipped gym, saunas, steambaths and a |
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swimming pool and squash courts. And you can pay in monthly |
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instalments if you like. |
CALLER |
Right. And what are your opening hours? |
RECEPTIONIST |
We're open 7 days a week from 6.30 in the morning to 10 every |
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evening. |
CALLER |
OK. And how does it work? I mean, could you tell me what the |
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procedure is. |
RECEPTIONIST |
You have a fitness assessment with an instructor, then we design |
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a fitness programme for you... and we review your programme |
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every two months. |
CALLER |
That's good. Could you tell me what qualifications your |
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instructors have? |
RECEPTIONIST |
Oh, they are all fully qualified and very experienced. |
CALLER |
Uh-huh. Do you have fitness classes as well? |
|
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RECEPTIONIST |
Yes, we do. We run six different types of fitness class. There's |
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one every evening except Saturdays. |
CALLER |
Right, and what about the class size? Is there a maximum number |
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in each class? |
RECEPTIONIST |
Yes, the maximum number of people in a class is fifteen. But |
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there are usually only about 8 people in a class. |
CALLER |
And can I come and see if I like it? Do you offer a free |
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introductory session? |
RECEPTIONIST |
Yes, we do. I can book you in for that, if you like. |
CALLER |
Yes, thank you. Just one final question. Can you tell me if it's |
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possible to bring guests? |
RECEPTIONIST |
Yes when you're a member you can bring one guest. It costs Ј7.50 |
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a visit. |
CALLER |
OK. Can I book an introductory session for next week? |
RECEPTIONIST |
Sure. Could you give me your name and a telephone number? |
2) |
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RECEPTIONIST |
Good afternoon, Thaipro Consultants, can I help you? |
RAMON |
Ah! Hello. I'm thinking of commissioning your company to do |
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some market research for me in Thailand. I shall be coming to |
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Bangkok in a week or so, but I wonder if there's someone I could |
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have a word with now? |
RECEPTIONIST |
Yes, I think so. We have several departments here which |
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specialise in different market sectors. Can you give me some idea |
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of what type of business you're in? |
RAMON |
Yes, we manufacture and distribute toys. All kinds of toys! |
RECEPTIONIST |
Oh yes. Hold on, I'll put you through to someone who can help |
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you. Oh! What name shall I say? |
RAMON |
Figueras – Ramon Figueras. |
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……………. |
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CONSULTANT |
Good afternoon, Mr Figueras? How can I help you? |
RAMON |
Oh, good afternoon! My name is Ramon Figueras, I am chairman |
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of... |
1.2.5. Fill in the chart with the questions from the dialogues. Analyse why this
type of question is asked in each situation.
Direct questions |
Indirect questions |
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1.2.6. Make a question with a question tag.
1. Ask a colleague if he sent the fax. You expect the answer to be 'no'.
You …………………………………………………………………………….?
2.Ask a colleague if he sent the fax. You expect the answer to be 'yes'.
You ……………………………………………………………..…..………….?
3.Ask a stranger at the airport if his name is Mr. Peters. You're not sure his name is Mr. Peters.
Your name ………………………………………………………..……………?
4.You recognise someone. You are sure his name is Mr. Peters.
Your name ……………………………………………………….…………….?
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5.You guess that Biotec have cancelled their order.
Biotec …………………………………………………………….…………….?
6.You are very surprised that Biotec have cancelled their order.
Biotec …………………………………………………………….…………….?
1.2.7. Underline the correct words.
1.Could you tell me what are your terms of payment/your terms of payment are?
2.Do you know where the marketing seminar is/is the marketing seminar?
3.I'd like to know how can we/we can finance this project.
4.Could I ask you why you left/did you leave your last job?
5.Do you think could I/I could use your fax machine?
1.2.8. Work in pairs. Role-play a phone conversation between A and B. A is phoning a club. B is a receptionist at the club. Use the patterns and the useful language tips from the lesson, the information from the internet sites in the list below and your own ideas.
1) |
http://www.ifitnes.ru |
11) |
http://www.konkvest.ru |
2) |
http://www.palestrasport.ru |
12) |
http://www.pirogovo-club.ru/ |
3) |
http://worldclass.ru |
13) |
http://www.pestovogolf.ru |
4) |
http://www.fitnessliga.ru |
14) |
http://www.topspinclub.com |
5) |
http://scubaclass.ru |
15) |
http://www.club-pro.ru |
6) |
http://www.delphin.su |
16) |
http://www.clubtennis.ru |
7) |
http://www.kimberlyland.ru |
17) |
http://dune-chessclub.narod.ru |
8) |
http://www.chayka-sport.ru |
18) |
http://etud-otradnoe.ru |
9) |
http://www.rusminigolf.ru |
19) |
http://www.latino-club.ru |
10) http://www.mcgc.ru |
20) |
http://www.club-perspektiva.ru |
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