9. Telephoning (II) Business Telephone Conversation Patterns

Telephone conversations use a number of standard phrases that are specifically applied only when telephoning in English. Telephone conversations, especially business telephone conversations, also follow certain patterns:

• Someone answers the phone and asks if he / she can help.

• The caller makes a request - either to be connected to someone or for information.

• The caller is connected, given information or told that he /she is not in the office at the moment.

• If the person who is requested is not in the office, the caller is asked to leave a message.

• The caller leaves a message or asks other questions.

• Thephonecallfinishes.

Of course, all business telephone conversations do not follow this rigid scheme. However, this is the basic outline for most business telephone conversations, especially those made to businesses to request information or ask for clarification.

Task 1: The following example business telephone conversation can be used as a role play in class to introduce a number of standard phrases used when telephoning in English. Use the short summary and try to reproduce the conversation once you have practiced the role play a few times.

Example Business Telephone Conversation - Role Play

Ms Anderson (sales representative Jewels and Things): ring-ring ... ring-ring ... ring-ring ... Secretary (Henry Smith): Hello, Diamonds Galore, this is Henry speaking. How may I be of help to you today?

Ms Anderson: Yes, this is Ms Janice Roberts calling. May I speak to Mr. Franks, please? Henry Smith: I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?

MsAnderson: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? Henry Smith: 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. Henry Smith: 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. Henry Smith: 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. Henry Smith: 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? Henry Smith: 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? Henry Smith: No, it looks like he's free then.

Ms Anderson: Great, should I come by at 9? Henry Smith: 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. Henry Smith: 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. Henry Smith: Goodbye.

Keywords and Important Phrases

How may I be of help - This is a formal phrase used to show politeness. It means 'Can I help you?' calling - telephoning out of the office - not in the office take a message - to write down a message from the caller urgent - very important delivery - the bringing of goods to a client mentioned - said resolved - taken care of as quickly as possible - in the fastest manner, ASAP shipment - delivery, the bringing of goods to a client assured - certainty that something is true or will happen pleased - happy delayed -not be able to do something on time looks like - seems staff meeting - a meeting of employees lasts - takes time schedule - future appointments rather - very, quite still - a form of emphasis to show that something has not been done up to the moment in time send along - deliver How about - phrase for making suggestions else - another added person or thing

Short Summary of the Telephone Conversation

Ms Anderson telephones Diamonds Galore to speak with Mr. Franks. Mr. Franks is not in the office, but Henry Smith, the secretary, speaks to Ms Anderson about a delivery problem with some earrings. The earrings have not yet arrived at Diamonds Galore. Ms Anderson tells Peter that there was a problem with the shipment from France, but that the earrings should arrive tomorrow morning.

They next schedule a meeting between Ms Anderson and Mr. Franks. Mr. Franks is not able to meet with Ms Anderson on Thursday because he is busy. They finally decide on Friday morning at 10 o'clock after a staff meeting that Mr Owen usually holds on Friday mornings.

Task 2: Make up telephone dialogues of your own using the standard phrases from the above list.

Write a short summary of each conversation after you have listened to it.

10. THE LANGUAGE OF MEETINGS AND NEGOTIATIONS

Meetings

Formal or informal deliberative assembly of individuals called to debate certain issuesand problems, and to take decisions. Formal meetings are held at definite times, at a definite place, and usually for a definite duration to follow an agreed upon agenda. In a corporate setting, they are divided into two main groups (1) Organizational meeting: normally a regular meeting involving stockholders (shareholders) and management, such as a board meeting and annual general meeting (AGM). (2) Operational meeting: regular or ad hoc meeting involving management and employees, such as a committee meeting, planning meeting, and sales meeting. A meeting is typically headed by a chairperson, and its deliberationsare recorded in a written form called minutes. Under corporate legislation, two main types of meetings are general meetings and special or extraordinary meetings. Such meetings must have a minimum number of members (called quorum) present to make the legally operative. Decisions (called resolutions) are made on the basis of the number of votes the assenting and dissenting parties can muster. Under the doctrine of collective responsibility, decisions taken at these meetings bind all members whether present or not.

Glossary

1. deliberate assembly – совещательное собрание

2. to debate certain issues – обсуждатьпроблемы

3. to follow an agreed upon agenda – следоватьутвержденнойповестке

4. organizational meeting – организационное собрание

5. operational meeting – оперативное совещание

6. adhocmeeting – специальное совещание

7. achairperson – глава, руководитель собрания, председатель собрания

8. deliberations - дискуссии

9. minutes – протокол собрания

10. general meetings – общее собрание

11. special or extraordinary meetings – экстренноесобрание

12. resolutions - решение

13. the number of votes – количествоголосов

14. assenting/dissenting parties – согласие/несогласиесторон

15. to muster – собрать, привлечь

16. tobindsomebody – быть обязательным для кого-либо

Useful language for meetings

Beginnings

There are three/several/a number of points I’d like to make.

I’d like to begin by…

Asking for an opinion

What’s your opinion of …?

What’s your position/view on …?

What do you think about …?

Giving an opinion

I believe/think/feel that …

In my opinion/view…

Expressing support

I’m in favour of…

This proposal has my full support.

Expressing opposition

I can see many problems in adopting this.

I am opposed to the …

Persuading

Have you taken into account …?

Wouldn’t you agree that …?

Agreeing

I agree entirely/completely.

I think we are in agreement on that.

Absolutely.

Agreeing partially

I would agree with you on that.

I agree with you on the whole, but…

Disagreeing

I agree up to the point, but…

To a certain extent I agree with you, but…

I’m sorry, but I really can’t agree with you on that.

With all due respect, I must disagree.

Emphasizing

I particularly want to emphasize/stress/highlight the fact that …

We must not underestimate/underrate the importance of …

Correcting misunderstandings

I’m afraid there seems to have a slight misunderstanding.

Perhaps I should make that clearer by saying …

Perhaps I did not explain myself very well …

Asking for clarification or further information

Could you be a little more specific/precise?

I’m sorry, but could you explain in a little more detail?

What do you mean by…?