On the Phone --- Unit Three New International Business English Purpose This unit deals with basic telephone skills and also receiving and noting down message. Students are given a chance to discuss and develop their telephone techniques and practise making different kinds of business calls. 3.1 I’d like to speak to… A. Warm-up Activity: Work in pairs Nowadays mobile phones are quite familiar to you, and it’s nothing unusual talking on the phone to get in touch: What do you enjoy about using the phone? What do you dislike about making phone calls? (The teacher is advised to list the main items on the blackboard.) As you have mentioned it, you may enjoy making the call to someone you already know, but it can be quite stressful calling to a stranger, especially in a foreign language. Background Information: If you don’t have much experience of making phone calls in English, making a business call can be a worrying experience. It’s nothing easy to make a first-time business call to a prospective client in English! The followings are some usual practices by business people: When preparing for an important phone call in a foreign language, it’s advisable to make notes in advance. During the call they make notes while they’re talking to help them to remember what was said. It’s essential to make notes and often when an agreement is reached on the phone, one of the speakers will send a fax or e-mail to confirm the main points that were made. It’s a good idea to repeat any important information (esp. numbers and names) back to the other person to avoid misunderstanding. Always make sure you know the name of the person you’re talking to, if necessary, ask them to spell it out to you. And try to use their name during the call. Make sure they know your name too. It’s important to sound interested, helpful and alert when answering the phone --- a good telephone manner not only makes an impression in business, but it also helps to make money! 3.1 I’d like to speak to… A. Work in pairs: Look at the photos and discuss: What’s happening in each of the photos? What are the advantages and disadvantages of video phones in business? What are the advantages and disadvantages of mobile phones? Vocabulary: headphone mobile phone extension telephonist switchboard video phone interaction phone booth Listening ---3.1B---P. 26 First attempt ---abortive call Second attempt ---unsuccessful call Understand from the 3 perspectives on the book 3.1 I’d like to speak to… B. Making a phone call to another company isn’t always easy – especially if you don’t know the person on the other end of the line very well … The recording shows two attempts: an abortive phone call and then a rather unsuccessful call. As you listen, make a list of things that went wrong. (from 3 perspectives) 1. Misunderstandings: Dr Henderson ≠ Mr Anderson 11 o’clock 10th April ≠ 10 o’clock April 11th 2.15 ≠ 2.50 2. Mistakes that the speakers made: speak too fast; no check on the name; wrong extension; failure to take notes; (the second caller’s) failure to double-check times and dates … 3. Bad telephone style or behaviour: speaking in an unclear/ unintelligible way, unhelpful, impatient, absent-minded, not listening to the speaker carefully… Questions P. 26 –B2 How did misunderstanding happen in telephone conversation? (------speak too fast, not listening carefully, not checking) What should each of the people do or say to avoid the problems and mistakes? write on the B/B To avoid a abortive or an unsuccessful call, golden rules should be made (by students) 1. Plan your call by making notes beforehand. 2. Talk slowly and clearly. 3. Listen carefully to what the other person says. 4. Note down important details (numbers, spellings, dates and times, etc.). 5. Check back that you have understood important details correctly. 6. Follow up the call with a fax, email or letter, confirming the details. 3.1 I’d like to speak to… Listening C. Reply to the voice on the recording: After each pause, the whole class make suggestions to the possible replies. ---Listening P. 26---3. 1 C D. Work in pairs 1. Read over the expressions in the. P.26-D 2. Then listen part by part 3. Practice it according to the patterns given 见后 3.1. D. Clues 1. M: ....... I’d like to speak to ........ W: ...... I’m afraid ....... M: .......I’ll call again ..... 2. M: ..... This is .... I’m calling from...... W: …………………….. M: Is ......available, please? W: Hold on please, .......I’m afraid ........ M: Could you ask ....call me back, .......... Disadvantages of making a call In a real life phone call, you have to depend on your voice, not gestures and eye contact. You can’t see the other person’s reactions and the other person can’t see how friendly you are. You have to show everything in your voice. ------see exercise E(见后) 3.1 I’d like to speak to… E. Work in pairs:-----P.27 Follow the flowchart to practise making a phone call, using some of the expressions in D. F. Group discussion: • What is difficult about making a first-time call to a stranger? • What can you do to establish a relationship with a stranger more quickly? ---see back ‘Call someone’: used both by British and American people ‘Give somebody a ring’: trends to be used only in the UK. ‘Are you through’: Have you finished your call? (A.) Have you been connected? (Br.) How to establish a relationship with a stranger more quickly? Fax or e-mail ahead to say when you’re going to call and what you’re going to talk about. Speak clearly, slowly and carefully The caller must try to establish links, such as mutual concerns or acquaintances. Identify your department, so that the other person knows exactly who they’re dealing with. It makes a big difference if the person you’re talking to on the phone knows you – even if you’ve only corresponded. Always check back any important information you’ve noted down. Send a follow-up fax, e-mail or letter if necessary. … 3.2 Getting people to do something A. Warm-up discussion: What’s happening in each picture? Predict what might the people be saying to each other? What would you say when asking people to do something for you? B. Work in pairs: Listen to the recording and follow the instructions in the textbook. Pay attention to the distinctions between formal/ informal situations and direct/ indirect ways of talking to people. It helps to be polite and friendly when dealing with people. But being over-polite can be interpreted as insincerity or sarcasm! 3.2 Getting people to do something C. Role-play Listen to the recording carefully, which sets the scene and demonstrates how the following phone calls will go. ---P.30 Script at the back Work in pairs: Simulate the situation of telephone conversations, involving request, offers and asking permission. • Student A should look at File 3. • Student B should look at File 34. Vocabulary: Prototype(样品) specification quote delivery courier (快件递送公司) sub-contract stick-on label batch -------Follow the pattern in the script Script W: Hello, Utopia Products. Jenny Butler speaking. How can I help you? M: Good morning. Er…this is Tony Green of Europrint speaking. Could you confirm that you’ve received our samples? W: Ah yes, the samples. No, I’m afraid they haven’t arrived yet. M: Well, er… we sent them to you by airmail on February 6th. W: Well, we haven’t received them so maybe they’ve got lost in the post. Would you mind sending us a second set by courier? You see, we do need them rather urgently… M: Yes, all right, I’ll see to it right away…. 3.3 Can I take a message? A. Work in pairs: Listen to the phone call P. 30 1. Do you often take notes while having a call? 2. What points do you have to take down when you have to take a message? 3 points in the recording---name, time, asking for sth, confirming B. Work in pairs: P. 30 Listen to the three phone calls and note down each message. Compare the way you have written down the messages with the way your partner has. 3.3 Can I take a message? C. You’ll hear some orders being placed but each caller is talking quickly or unclearly. Listen carefully and work out what the callers are saying. Number the information given ---in the book Role-play 见后 Work in pairs Role-play: make phone calls and take notes and report to the class. 打个电话给你同学：会议推迟，某人来作 讲座，要求大家参加（加上适当信息） Follow-up Discussion: Didthe calls develop in the way you expected? What went wrong? 3.4 Planning and making calls A. Work in pairs: Listen to the record---P. 31: How do you prepare for an important phone call? (8 statements) Join another pair: Review the ‘7 Steps’ for planning a letter in 2.4 C, and decide which of them can be applied to preparing for an important phone call. B. Group discussion: ‘Twelve telephone tips’ C. Group activity: role-play a phone call Follow the instructions on P.32. Homework 自测习题册 3.3 3.5 3.8 3.9 A.B.C.D THANK YOU !