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ESTE DOCUMENTO EXPLICA LOS USOS DEL INGLES CORPORATIVO APLICADO A DIALOGOS CON CLIENTES Y MANEJO DE SITUACIONES CORPORATIVAS REALES.

ESTE DOCUMENTO EXPLICA LOS USOS DEL INGLES CORPORATIVO APLICADO A DIALOGOS CON CLIENTES Y MANEJO DE SITUACIONES CORPORATIVAS REALES.

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  • 1. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE On Duty!Complete corporateEnglish Preparationprogram Libardo Gonzàlez Àlvarez
  • 2. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEFOREWORDWhether your job title reads Administrator. Secretary, Coordinator, or any number of otherdescriptions, you are a key member of your organization. In fact, you are your organizationto many people. For example, when you are on the telephone or responding to a letter youspeak for your organization.This book was written in honor of you and the valuable contributions you make daily to yourmanagers and organizations. I felt it was important to publicly acknowledge the efforts andhard work that you do, I, too, was once an executive assistant and I know the difficulties,challenges, and rewards that come with that job. I spent more than four years in the role,which supported me while I earned my college degree. I learned a lot of from the variousmanagers I supported over those years, and that learning, coupled with research andtraining done as part of my business, led this book.I also know this job is not easy, and it is not for everyone. This is a complex and challengingrole that requires a multitude of skills, a positive attitude, and an acceptance of constantchanges that are a definite part of the job.This book is about empowering administrative support staff to take risks with managers andcoworkers that will forever change society and the business community`s beliefs about you,beliefs that have prevailed for more than forty years. I believe that if you are to make a realdifference in the business world, you must first believe that it is possible to make adifference. Collectively, administrative support staffs have tremendous power and need tolean how to use it appropriately.Imagine what would happen if all administrative support staff walked off their jobs today.Where would that leave their managers of the others who rely on them to fulfill a role thatno one else can? Better yet, imagine what it would be like if managers had to do the job oftheir assistant as well as their own. Let`s face it- the ramifications would be disastrous, nojust for management but also for the company`s ability to function as a whole. The impactwould also be devastating for the profitability of the organizations.Despite knowing this. Many managers and support staff still have an outdated perspectiveon the role of the assistant. Even though managers may see their assistants as functionalparts of the organization, they don’t acknowledge the expanded and critical role they play.Despite the increasing importance of the manager-assistant relationship, few organizationsput any emphasis on strengthening that link or on solving the problems that arise. As aresult, the relationship can suffer from a lack of clear communication, active teamwork, andwell-defined expectations and goals. Those problems affect not just employee morale butalso the organization`s bottom line.
  • 3. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEThe valuable office professionalism is about helping administrative support staff takeaccountability for the quality of their work life, since we spend more time at work than we doanywhere else.This book also argues that managers and assistants must work together as partners, not astwo individuals attempting to achieve separate goals. There are a multitude of tools, tipsand interactive exercises to help assistants meet the challenge of working as partners withtheir managers especially when the managers don`t see or want to see their assistants aspartners or counterparts. We focus on attaining new knowledge, empowering teamwork,and inspiring professionalism in the workplace in order to bridge the communications andwork style gaps that exist between support staff and those they work with. Assistants willlearn the importance of becoming more responsible for their role and for their own jobsatisfaction.Libardo González ÁlvarezTEFL-TKT Trainer
  • 4. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE P A R T 1THE IMPORTANCE THE LISTENING AND SPEAKING SKILLS IN THE OFFICE The secretary of office worker in the person who presents the company or institution on the phone or in person when a customer or visitor makes the fist contact. This contact is of enormous importance, since it must project the image of the company: politeness, efficiency, reliability and willingness to help regular clients and attract new ones. This contact may contribute to building up the company`s prestige, so it has to be successful.The person receiving a foreign visitor or a message must be able to understand and tomake himself or herself understood. How can the secretary or office worker prepare toachieve such a goal? Buy developing certain abilities or skill which will enable him or her tounderstand and produce the English language that is most frequently used in thesesituations. That`s what we intend to do in the next five lessons
  • 5. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDELESSON 1: MAKING CONTACTSITUATION__CD # 1___________________________________________________________Mr. Chi of the Chinese Enterprise Group (CEG) wants to contact Mr. Jenkins in New York. Switchboard Operator: The US Company, may I help you? Mr. Chi: Could I have Mr. Jenkins in the Overseas Sales Department, please? Switchboard Operator: One moment please, I`ll connect you.KEY EXPRESSIONS_CD # 2___________________________________________________________TAKING THE CALL RESPONDIENDO UNA LLAMADA* Answering the switchboard * Responder en el conmutadorThe US Company, may I help you? La empresa de EE.UU., ¿puedo ayudarle?Good morning. The US Company. Buenos días. La empresa de EE.UU.The US Company, can I help you? La empresa de EE.UU., ¿puedo ayudarle?* acknowledging a request * Reconociendo una solicitudOne moment, I will connect you Un momento, lo voy a conectarOne moment please, I am going to put you Un momento por favor, ya lo voy a pasar.through. Espere en la línea, por favor.Hold the line please. * Respondiendo una extensión* answering an extension ventas en el extranjeroOverseas Sales Hola.Hello. Hola. Departamento de Ventas en el extranjeroHello. Overseas Sales Department * Confirmando su identidad* Confirming your identity Le hablaSpeaking Este es el señor ThomsonThis is Mr. Thomson Le habla el Sr. ThomsonMr. Thomson speaking
  • 6. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDECD # 3MAKING THE CALL HACIENDO UNA LLAMADA* Getting through the switchboard * Preguntando por alguien a través del conmutadorCould I have Mr. Thomson in the Overseas ¿Podría pasarme al Sr. Thomson, en elSales Department, please? Departamento de ventas en el extranjero, por favor?Could you give Mr. law, please? ¿Podría pasarme al señor ley, por favor?Could you connect me with Overseas Sales, ¿Me podría conectar con ventas en el extranjero, porplease? favor?* Asking for someone by name * Pidiendo a alguien por su nombreMr. Thomson please. ¿Me pasa al Sr. Thomson, por favor?Is Mr. Thomson in? ¿Está el Sr. Thomson?Is Mr. Thomson there please? ¿Está el Sr. Thomson, por favor?* Identifying yourself * Identificándose así mismoThis is Mr. Chi from the Chinese Enterprise Este es el señor Chin del Grupo de la Empresa deGroup in Beijing. China en Beijing.It`s Mr. Chi of CEG Beijing here. Soy el señor Chin, del CEG de BeijingACTIVITIES:________________________________________________________________________ 1. Practice making calls with these roles.Student A Student BMAKE CALL 1 TAKE CALL 1Try and contact Mr. Ivanovich at The German You are the switchboard operator at The GermanCompany. He works in the Accountant Company.Department. MAKE CALL 2TAKE CALL 2 Try and contact Pilar Rodriguez on the ForeignYou are on the switchboard at the Bank of Spain. Exchange Desk at the Bank of Spain.MAKE CALL 3 TAKE CALL 3Try and contact Mr. Hitmachi in the Transport You are on the switchboard on the NipponDepartment at the Nippon Enterprise Group. Enterprise Group.TAKE CALL 4 MAKE CALL 4You are the switchboard operator at Lec Try and contact the Overseas Credit Department atInternational Bank. Lec International Bank to speak to Peter Huckson.
  • 7. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE 2. Student A and Student B swap roles 3. Make a list of people you telephone in English and practice making contact with them. Use some business cards provided for your teacher to get extra practice.LESSON 2: WHEN THE PERSON CALLED IS OUTSITUATION_____________________________________________________________________ Mario Ross needs to speak to Martin Kwints. But he is out when Mario Calls and a colleague answers his extension. Mario asks when Martin will be back in the office and says he will call again.DIALOGUE. CD # 4Switchboard operator: the UK firm, can I help you?Mario Ross: Could I have extension 4173 please?Switchboard operator: I`m sorry, that line`s busy. Will you hold?Mario Ross: YesSwitchboard operator: I can put you through now sirColleague: HelloMario Ross: Could I have Martin Kwints, please?Colleague: I`m sorry, he`s not in at the moment. May I take a message?Mario Ross: No, it is all right, thanks, I`ll call back. When do you expect him back?Colleague: About four o`clockMario Ross: OK, I will call back then. GoodbyeColleague: Goodbye
  • 8. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEKEY EXPRESSIONS__CD # 5__________________________________________________________TAKING THE CALL RESPONDIENDO LA LLAMADA* Saying an extension is busy * Decir que una extensión está ocupadaI am sorry, that line`s busy. Will you hold? Lo siento, esa línea está ocupada. ¿DeseaThat lines is busy right now. Shall I put you on esperar?hold? Las líneas están ocupadas en este momento.That extension is engaged. Would you care to ¿Desea que lo pongan en espera?hold? Esa extensión está ocupada. ¿Desea esperar?* When a busy line becomes free * Cuando una línea ocupada se queda libreI can put you through now, sir Ya lo puedo comunicar, señorPutting you through. Ya lo comunico.Go ahead sir. You`re connected. Adelante señor. Usted está conectado.* Saying someone is out * Decir que alguien está fueraI`m sorry, he`s not in at the moment Lo siento, él no está en este momentoI`m afraid he`s out of the office. Qué pena pero él está fuera de la oficina.I`m afraid there`s no reply from that extension. Qué pena pero no creo que tenga ninguna respuesta de esa extensión.* Offering to take a message.May I take a message? * Ofrecerse a tomar un mensaje.Can I give him a message for you? ¿Le puedo tomar el mensaje?Would you care to leave a message? ¿Quiere que le dé un mensaje de su parte? ¿Desea dejar el mensaje?TAKING THE CALL HACIENDO LA LLAMADA* Asking for an extension by number * Pedir una extensión por el númeroCould I have extension 4145, please? ¿Podría comunicarme con la extensión 4145, porExtension 28, please favor?Could you give me extension 237, please? La Extensión 28, por favor ¿Podría comunicarme con la extensión 237, por* Saying you`ll call back? favor?I`ll call back.I`ll call later * Decir que volverá a llamar?I`ll call again around four o`clock Yo vuelvo llamar más tarde Yo vuelvo llamar más tarde* Asking when someone will be back Yo vuelvo a llamar de nuevo a las cuatroWhen do you expect him back?Do you know when he`ll be back in the * Preguntar a qué hora alguien estará de regresooffice? ¿Cuándo cree de él vuelva?What time will he be back? ¿Sabes cuándo él estará de regreso en la oficina? ¿A qué hora va a estar él de vuelta?
  • 9. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEACTIVITIES: _____________________________________________________________ 1. Practice making calls with these roles. Then swap them.Student A Student B MAKE CALL 1 TAKE CALL 1Call Mary Richer on extension 243 at the Australian You are on the switchboard at the AustralianFranchise Association (AFA) Franchise Association (AFA). Mary Richer`s line (extension 243) is busy.TAKE CALL 2Your colleague at the Bank of Spain. Manuela MAKE CALL 2Ramirez, is not today so you are answering her You want to speak to Manuela Ramirez onextension (32). Her phone rings. extension 32 at the Bank of Spain. The switchboard operator is putting you through.MAKE CALL 3Call Martha Muller on extension 325 at the French TAKE CALL 3Company. You are the switchboard operator at the French Company. There`s no replay from Martha Muller`sTAKE CALL 4 extensionYou are the switchboard operator at the USCompany. Mr. Law`s extension is engaged. MAKE CALL 4 Call Mr. Law in Overseas Sales at The US Company.LESSON 3: LEAVING A MESSAGESITUATION_____________________________________________________________________ Mr. Lee at Central Business Company (CBC) in Hong Kong wants to speak to Stefanie Rodman in Toronto; she is not available when he calls, so he leaves a message for her to call him back. DIALOGUE Secretary: Stefanie Rodman’s office Mr. Lee: Stefanie Rodman, please Secretary: I`m sorry. Mrs. Rodman is in a meeting right now. May I take a message? Mr. Lee: Well, I do need to speak to her. Do you know when she`ll be free?Secretary: She should be free later this afternoon.
  • 10. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEMr. Lee: I see. Well, this is Mr. Lee of Central Business Company in Hong Kong. I wonder if youcould have her call me back.Secretary: Certainly. What was your name again, please?Mr. Lee: My name is Mr. Lee From Central Business Company in Hong Kong.Secretary: And what number are you on. Mr. Lee?Mr. Lee: My number is 288 3421. The code for Hong Kong is 534.Secretary: Right. So that`s Mr. Lee of Central Business Company in Hong Kong and Mrs. Rodmancan reach you on (534) 288 3421, is that right?Mr. Lee: Yes, that`s right. I`ll be in all afternoon.Secretary: Fine. I`ll give her the message Mr. Lee.KEY EXPRESSIONS____CD # 6_____________________________________________________TAKING THE CALL MAKING THE CALL* Answering an extension * Asking for a return callStefanie Rodman’s office. I wonder if you could have her call me backStefanie Rodman’s Secretary Could you ask her to call me as soon as possible?Stefanie Rodman’s phone. *Giving your name* Saying someone is not available My name is Mr. Lee from Central BusinessI`m sorry. Mrs. Rodman is in a meeting right now. Company in Hong Kong.Mrs. Rodman isn`t at her desk at the moment. It`s Mr. Lee of CBC in Hong Kong* Saying when someone will be freeShe Should be free later. * Giving your numberShe`ll be free in an hour My number is 288 3421. The code for Hong Kong isShe won`t be available until 5 p.m. 534 You can reach me on Hong Kong 288 3421* Checking a caller`s name and number My number here is 288 3421.What was your name again, please?Could I have your name again? * Confirming your messageCould you spell your name please? Yes, that`s right. I`ll be in all afternoonWhat number are you on? That`s it. I`ll be here till 3 p.m.What`s your number? That`s correct.Does Mrs. Rodman have your number?* Confirming you`ll pass on the messageFine. I`ll give her the messageI`ll make sure that she gets the message.
  • 11. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEACTIVITIES: ____________________________________________________________Practice making calls with these roles. Then swap them.Student A Student BMAKE CALL 1 TAKE CALL 1You are Vernon Law. You want to speak to Lisa Hunk You are Lisa Hunk`s secretary at Orlando Fashions.at Orlando Fashions. The switchboard operator is She`s in a meeting at the moment, but she`ll beputting you through. free later. Take any message for her.TAKE CALL 2 MAKE CALL 2You work with Sam Flank at Lec International Bank. you are Robert Bond and you want to speak to SamHe`s on the other line and won`t be free for a while. Flank at Lec International Bank. The switchboardTake any message for him. operator is putting you through.LESON 4: THE WRONG NUMBERSITUATION______________________________________________________________________________Albert Roberts wants to contact Tom Dean but he gets the wrong number. The following exampleof the standard conversation shows what to do in these occasions. DIALOGUE Switchboard Operator: May I help you? Albert Roberts: Could you please connect me with your Purchasing Officer. Mr. Dean? Switchboard Operator: I`m sorry, I think you have the wrong number, what number are you calling? Albert Roberts: Isn`t that 322 4343 Switchboard Operator: No, this is 322 4363 Albert Roberts: Oh, excuse me, I do have the wrong number. Switchboard Operator: No Problem, good bye.
  • 12. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEAlbert Roberts: Goodbye.KEY EXPRESSIONS________________________________________________________________TAKING THE CALL MAKING THE CALL* Telling callers they have the wrong number * Checking you have the right numberI`m sorry, I think you have the wrong number. Isn`t that 311 4343?I`m afraid you have the wrong number Is this 311 4343?This is 22 4363 Is that the UK Company?* Asking callers what number they wantedWhat number were you calling? *ApologizingWhat number did you want? Oh, excuse me. I do have the wrong number.What number did you dial? Oh. I`m sorry. I`ve dialed the wrong number. I`m sorry. I wanted 311 4343.ACTIVITIES:_____________________________________________________________________________Practice making calls with these roles. Then swap them.Student A Student BMAKE CALL 1 TAKE CALL 1You want to speak to Mr. Pashed on New Delhi You are Lisa Hunk`s secretary at Orlando Fashions.6528765 She`s in a meeting at the moment, but she`ll be free later. Take any message for her.TAKE CALL 2 MAKE CALL 2You are on the switchboard at a small company in you are Robert Bond and you want to speak to SamLos Angeles. Your telephone is (231) 234 5463. No Flank at Lec International Bank. The switchboardone by the name of Chee works for your company operator is putting you through.LESSON 5: COMMUNICATION PROBLEMSSITUATION______________________________________________________________________________Ridgan Rovamovich receives a call from James Stevens. Mr. Stevens is interested in the possibility ofa joint venture with Mr. Rovamovich`s company, but they have a few communication problems.
  • 13. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE DIALOGUE Ridgan Rovamovich: Rovamovich James Stevens: Ah, yes, Mr. Rovamovich. It`s James Stevens here again. I don`t know what happened there. We were cut off somehow, and now this is a terrible line… Ridgan Rovamovich: I`m afraid you are speaking a bit too fast for me. Could you please speak a little slower Mr. Stevens? James Stevens: Oh. I`m sorry. I said we were cut off somehow. Andnow there`s a lot of interference on this line. I think I`ll have to call you backRidgan Rovamovich: Inter…what? I`m sorry. I don`t know this word. What does it mean?James Stevens: Interference? It just means there`s a lot of noise on the line so it isn`t very clear.Ridgan Rovamovich: Ah. I see. No, it isn`t very – I can hardly hear you.James Stevens: I`m going go hang up and call you back. OK?KEYEXPRESSIONS________________________________________________________________________TAKING THE CALL MAKING THE CALL* Saying you don`t understand * Describing line problemsI`m afraid you`re speaking a bit too fast for me. We were cut offInter…what. I am sorry. I don`t know this word, This is a terrible linewhat does it mean? There`s a lot of interference in this lineI`m afraid I don`t understand what you mean. I`m afraid I can hear you very well.I`m afraid I don`t follow you exactly. I`m afraid we have a crossed line.What exactly do you mean by that? It`s very noisy here – I can hardly hear you. *Suggesting a solution* Asking for help. I think I`ll have to call you backCould you please speak a little slower? Can you call back?Excuse me I didn`t catch that. I`m going to hang up and call you backSorry. Could you repeat that again, please? Could you try calling back?Sorry. How do you spell that?Can you speak up a bit?ACTIVITIES: _____________________________________________________________
  • 14. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE You are going to hear several telephone calls. Make a list according to the type of conversationyou hear.LESSON 6: A PERSONAL INQUIRYSITUATION______________________________________________________________________________Marco Pantony is updating his record at the American Magazine Press in Los Angeles. He callsToronto Tourist Products to find out who is responsible for the company`s advertising budget. DIALOGUE Switchboard operator: Tourist Products, may I help you? Marco Pantony: Oh, yes, could you tell me who is responsible for your advertising budget? Switchboard operator: May I ask the purpose of your inquiry? Marco Pantony: Well, I`m calling from the American Magazine Press in Los Angeles. We are updating our records. Switchboard operator: Ah, I see. Just a moment. I`ll put you throughto Sales and Marketing.Marco Pantony: Thank you.Colleague: Sales and Marketing.Marco Pantony: Oh, Hello, I wanted to find out what deals with advertising at your company.Colleague: Susan Jones handles all our advertising.Marco Pantony: Is that Mr. or Mrs. Jones?Colleague: That`s Mrs. Jones
  • 15. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEMarco Pantony: And what`s her position exactly?Colleague: Susan`s our Marketing Director.Marco Pantony: OK. Thank you very muchColleague: You`re welcome.KEYEXPRESSIONS________________________________________________________________________TAKING THE CALL MAKING THE CALL* Asking why somebody is calling * Asking who`s responsible for somethingMay I ask the purpose of your inquiry Could you tell me who`s responsible for yourWhat`s it in the connection with? Advertising Budget?May I ask you who`s calling? I wanted to find out who deals with advertising at your company* Describing responsibilities and duties Could you give the name of the person in charge ofSusan Junes handles all our advertising advertising in your company?Susan Jones is in charge of advertisingSusan`s our Marketing Director *Saying why you want to know We`re updating our records* Responding to Thanks We`re preparing a mail shotYou`re welcome I want to send a letterNot at allThat`s all right/OK * Asking about someone`s positionIt`s a pleasure What`s Mrs. Jones`s position exactly? Could you give me her exact job title?ACTIVITIES:_____________________________________________________________________________Practice personal inquiries and make a list of job titles in and responsibilities at your company, androle-play some other personnel inquiries.Student A Student B
  • 16. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE MAKE CALL 1 TAKE CALL 1Find our who handles recruitment and As the switchboard operator at OLP International, youtraining at OLP International answer personnel inquiries. Francis Matthews, Personnel Manager, handles recruitment and trainingTAKE CALL 2 MAKE CALL 2As switchboard operator at the UK Find out who is responsible for sales target at the UKPartnership, you handle personnel partnershipinquiries. Mark Wood, Sales Director isresponsible for sales targets. TAKE CALL 3 As switchboard operator at the US firm. You handleMAKE CALL 3 personnel inquiries, Carl Collins, Research Director, is inFind out who is in charge of R & D at the charge of R&RUS firm. MAKE CALL 4TAKE CALL 4 Find out who is responsible for product development atAs switchboard operator at The Fashion The Fashion Company.Company, you answer personnel inquiries.Marta Taylor. Senior Designer isresponsible for product development.LESSON 7: MAKING AN APPOINTMENTSITUATION_____________________________________________________________Having arrived in Moscow, Pierre Gourmont of French Fashion Calls Mr. Chovky, Sales Director atAustralian Textile Producers, to make an appointment for as soon as possible to discuss requirements for his new product range. DIALOGUE Secretary: Mr. Chovky `s office Pierre Gourmont: Oh, yes could I speak to Mr. Chovky, please? Secretary: I`ll just check to see if Mr. Chovky`s available. Who shall I say is calling? Pierre Gourmont: It`s Pierre Gourmont of French Fashion. Secretary: Oh. Yes, just a minute, please Mr. Gourmont. Mr. Chovky`sbeen expecting your call.
  • 17. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEMr. Chovky: Hello. Mr. Gourmont how are you?Pierre Gourmont: I`m very well, thanks, how are you?Mr. Chovky: I`m fine. Welcome to Russia! How was your trip?Pierre Gourmont: Oh. It was fine thanksMr. Chovky: Good. Now what can I do for you?Pierre Gourmont: Well, I`d like to make an appointment to discuss requirements for our newproduct range.Mr. Chovky: Very good. Do you want to come by today?Pierre Gourmont: Yes, if that`s possibleMr. Chovky: Let me see… yes, I`m free all afternoonPierre Gourmont: That sounds good. Shall I come at three o`clock?Mr. Chovky: Three o`clock would be finePierre Gourmont: Good. I`ll see you at 3 then.KEYEXPRESSIONS________________________________________________________________________TAKING THE CALL MAKING THE CALL* Asking who is calling * Asking for someone by nameI`ll just check if Mr. Chovky is available Could I speak to Mr. Chovky please?Who shall I say is calling? I`d like to talk to Mr. Chovky, please.Who`s calling?I`ll see if Mr. Chovky`s in. May I have your name *Saying why you are callingplease? I`d like to make an appointment to discuss Requirements for our new product range.* Greeting a caller I`d like to come and see you about our newHello. How are you? product range.Welcome to Russia! How was your trip * suggesting a time* Getting down to business Shall I come at three o`clock?Now what can I do for you? Would 3:00 p.m. be convenient?How can I help you? How about three o`clock?* Asking when a caller wants to meet * Confirming an arrangementDo you want to come by today? Good. I`ll see you at 3:00 p.m. then.When would you like to make it? I`ll be at your office at three o`clock, then.When did you have in mind? That`s three o`clock tomorrow at your office.* Responding to a suggestion
  • 18. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDELet me see…Let me check my schedule.Three o`clock would be fine.ACTIVITIES: _____________________________________________________________Practice making appointments. Follow the next conversation in pairs and then swap roles.Student A Student BMAKE CALL 1 TAKE CALL 1Call Emma Wood in Production and make You are Emma Wood in Productionan appointment for 4:30 p.m. tomorrow todiscuss an order for spare parts. MAKE CALL 2 Call Sam Toms in Beverly Biggs in Sales and Marketing toTAKE CALL 2 make an appointment for two o`clock Friday to discussYour are Sam Toms in Sales and Marketing terms and conditions.MAKE CALL 3 TAKE CALL 3Call Helen Teller in Sales and Marketing You are Helen Teller in Sales and Marketingand make an appointment for middayTuesday to discuss market trends. MAKE CALL 4 Call Steven Croly in Personnel to make an appointmentTAKE CALL 4 for as soon as possible to discuss the new safetyYour are Steven Croly in personnel. regulations .LESSON 8: CHANGING AN APPOINTMENTSITUATION______________________________________________________________________________Rachel Smith`s colleague took a message for her while she was out. Rachel checks her message andcalls back. DIALOGUE Switchboard operator: Quality Machines products. Rachel Smith: Extension 231 please. Switchboard operator: putting you through
  • 19. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDESven Bergmann: Technical Department.Rachel Smith: Sven Bergmann, please.Sven Bergmann: Speaking,Rachel Smith: Oh. Sven, good morning. It`s Rachel Smith at Belgium Print here returning your callSven Bergmann: Oh, yes Rachel thanks for calling back. Listen, I `m very sorry but something urgenthas come up and I`m afraid I can`t make our appointment this afternoon. I was wondering if wecould change our meeting to tomorrow.Rachel Smith: I`m pretty tied up tomorrow afternoon. Would Thursday morning be all right?Sven Bergmann: Well, I`m busy until 10. But any time after that is fine.Rachel Smith: Why don`t you come at noon and we`ll have lunch together?Sven Bergmann: That sounds great. Rachel. I`d like that very much.Rachel Smith: Fine. I`ll see you at 12 tomorrow then. Sven.Sven Bergmann: Yes, I`ll look forward to it.KEY EXPRESSIONS________________________________________________________________TAKING THE CALL MAKING THE CALL* Taking a caller for a return callThanks very much for calling back * Saying you are returning a callThank you for getting back to me. It`s Rachel Smith at Holland Print here returningIt`s good of you to call back. your call. This is Mr. Smith returning you r call.*Explaining the situation It`s Mr. Smith here. I understand you telephonedListen, I`m very sorry but something urgent has me earlier.come up.I`m afraid I can`t make our appointment this *Suggesting a timeafternoon. I`m pretty tied up tomorrow afternoon. Would Thursday morning be all right?* Responding to a suggestion Are you free on Thursday morning at all?I`m busy until 10 a.m., but any time after that is Can you make it after eleven o`clock?fine.I`m free after 3:30 p.m. * Extending lunch invitation. Why don`t you come at noon and we`ll have lunch* Accepting a lunch invitation together?That sounds great. I`d like that very much. If you come around noon, we can have lunchThanks. I`d like that. together.That would be fine. I`ll look forward to it.
  • 20. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEACTIVITIES: _____________________________________________________________Practice changing appointments. Follow the next conversation in pairs and then swap roles.Student A Student BMAKE CALL 1 TAKE CALL 1You have to go to head office for an urgent You are Susan Rogers.briefing from Saturday 8- Tuesday 11 inclusive.Call Susan Rogers and Change your Tuesday lunch MAKE CALL 2appointment. You were out when Sam Toms called to reschedule and appointment. Call him to confirm.TAKE CALL 2Your are Sam Toms in Sales and MarketingLESSON 9: BOOKING AIR TRAVELSITUATION_______________________________________________________________________In Canada on business. Mr. Simons of Polish Electronics decides to visit a new contact in Torontobefore returning to the head office. He calls SEA Airlines to make a reservation. DIALOGUE Clerk: SEA Airlines, Sarah speaking. Mr. Simons: yes, I`d like to make a reservation for a return flight to Varsovia. Clerk: Certainly, sir. When do you want to travel? Mr. Simons: I´d like to travel next Thursday and return to Toronto the following Wednesday. Clerk: That`s April 7th outward, returning on April 13th. And will that be first class, business class or economy? Mr. Simons: Business class. Clerk: Do you want to travel in the morning or in the afternoon?Mr. Simons: I`d like to fly out I the morning and back in the afternoon, if possible.
  • 21. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEClerk: Right… yes that`s no problem. That will be flight SE 006 departing Toronto at 9:30 and yourreturn flight will be on SE 005 departing Varsovia at 15:15 May I have your name please?Mr. Simons: Yes, my name is Peter Simons.Clerk: And how will you be paying. Mr. Simons?Mr. Simons: I`d like to pay by credit card.Clerk: May I have your number card please?Mr. Simons: Yes, it`s 3241 432 543 654Clerk: Fine, your reservation is confirmed.Mr. Simons: Thank you very much for you help.Clerk: No problem. Have a good trip.KEY EXPRESSIONS_________________________________________________________________TAKING THE CALL MAKING THE CALL* Asking about travel needs. *Saying why you are callingWhen do you want to travel? I`d like to make a reservation for a return to Toronto.Will that be fist class, business class or I`d like to reserve a round-trip ticket to Singapore.economy? I`d like to book a one-way flight to London.Do you want to travel in the morning or in theafternoon? * Describing travel needs,How will you be paying? I`d like to leave next Thursday and return to Madrid the following Wednesday* Giving flight and ticket information. I want to travel to London Tomorrow and return toThat will be flight SE 002 departing Madrid at Rome on Thursday.4:20. And your return flight will be on SE 004 I`d like a seat in economy/ business / first class.departing Rome at 21: 30. I`d like to pay by credit card.Your reservation is confirmed. * Thanking* Responding to thanks Thank you very much for your help.No. problem. Have a good trip. I`m very grateful to you.Sure. Enjoy your tripAny time. I hope you enjoy your trip.ACTIVITIES:_____________________________________________________________________________Practice changing appointments. Follow the next conversation in pairs and then swap roles.
  • 22. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEStudent A Student B MAKE CALL 1 TAKE CALL 1You have to go to head office for an urgent You are Susan Rogers.briefing from Saturday 8- Tuesday 11inclusive. Call Susan Rogers and Change MAKE CALL 2your Tuesday lunch appointment. You were out when Sam Toms called to reschedule and appointment. Call him to confirm.TAKE CALL 2Your are Sam Toms in Sales and MarketingLESSON 10: MAKING HOTEL RESERVATIONSSITUATION_______________________________________________________________________Mr. Ting at Japan Software in Singapore calls the Thai Grand hotel in Bangkok to book some accommodation for her visiting Japanese colleague. Mr. Tashikama. DIALOGUE Receptionist: Thai Grand Hotel. May I help you? Mr. Ting: I`d like to make a reservation, please. Receptionist: Just a moment. I`ll put you through to the reservation desk,Clerk: Reservations. How can I help you?Mr. Ting: I`d like to make a reservation for six night next week for Mr. Tashikama of Japan Software,please.Clerk: Certainly. What days will he be staying?Mr. Ting: He`ll be arriving next Thursday and leaving Wednesday.Clerk: And what kind of room would you like to book?Mr. Ting: I`d like a single room with bath, please.Clerk: A single with bath… yes, that`s no problem. Could I have the name again, please?Mr. Ting: Yes, it`s for Mr. Tashikama of Japan Software.Clerk: That`s fine. We`ll be expecting Mr. Tashikama on Thursday then.
  • 23. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEKEY EXPRESSIONS_________________________________________________________________TAKING THE CALL MAKING THE CALL* Asking about accommodation requirements. *Saying why you are callingWhat days will he be saying? I`d like to make a reservation, please.When do you want the room? I`d like to make a reservation for six night next week,What kind of room would you like to book? please.Do you want a single room? I want to book some accommodation for a colleague for next week.* Confirming a booking.A single room with a bath… yes, that`s no * Describing accommodations requirements.problem. He`ll be arriving next Thursday and leavingI`ve reserved a double room with shower for next Wednesday.week. I`d like a single room with bath, please.We`ll be expecting Mr. Tashikama o Thursday Do you have a double room with shower?then.ACTIVITIES: ____________________________________________________________________Practice making hotel reservations. Follow the next conversation in pairs and then swap roles.Student A Student B MAKE CALL 1 TAKE CALL 1Call Manhattan Hotel and book a single room You work on the reservation desk at Manhattanwith bath for Maria Rodriguez of Bank of Spain Hotel. Note any bookings you take.for three nights form next Monday. MAKE CALL 2TAKE CALL 2 Call Tower Hotel and book a single room withYou work on the reservation desk at Tower Hotel. shower for Hans Woods of Poland Print for thisNot any bookings you take. Friday. Saturday and Sunday. He will be arriving late on Friday and leaving early on MondayTAKE CALL 3 morning.Call Capital Hotel and reserve a double room withshower for Mr. and Mrs. Mc McAlister for ten TAKE CALL 3nights from tomorrow. You work on the reservation desk at Capital Hotel. Note any bookings you take.TAKE CALL 4You work on the reservation desk at Hotel Lucus. TAKE CALL 4Note any bookings you take. Call Hotel Lucus and reserve two double rooms with baht for tonight only.LESSON 11: CHANGING FLIGHT RESERVATIONSSITUATION________________________________________________________________________
  • 24. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEGiovanni Brilli decides to extend his business trip to California I the hope of finalizing a new deal ofFriday November 23th. This means delaying his return to Rome by one day. He calls AmericanAirlines to change his flight reservation. DIALOGUE: Clerk: American Airlines. Ann speaking. May I help you? Giovanni Brilli: Yes, my name is Giovanni Brilli. And the reservation is for flight TP 275 from Los Angeles to Madrid on Friday. Clerk: Ah, yes, I have that on the computer now. How would you like to change your reservation? Giovanni Brilli: I`d like to leave on Saturday if possible, on the same flight.Clerk: Let`s see… The only seat available on that flight is in first class, I`m afraid.Giovanni Brilli: Hm. First class is not good. Is the next flight full?Clerk: The next available direct flight is on Sunday.Giovanni Brilli: Sunday would be fine. Could you put me on that flight?Clerk: Certainly. Mr. Brilli.Giovanni Brilli: Great. Could you just give me the flight details?Clerk: Yes, of course. That`s flight TP 275 form Los Angeles to Rome, departing Sunday November25th at 21:00 and arriving Monday November 26 th at 3:00. Your seat is confirmed.Giovanni Brilli: OK. Thank you very much.Clerk: You`re welcome.KEY EXPRESSIONS________________________________________________________TAKING THE CALL MAKING THE CALL* Asking about an existing reservation. * Describing an existing reservationMay I have your name and flight number? The reservation is for flight TP 543 from LA toWhich flight are you booked on? Rome on Friday. I have a reservation for your 12:30 flight to* Asking what changes a caller wants. Rome on Saturday.How would you like to change your reservation?How do you want to change your booking? * Describing the changes you want.When do you want to fly? I`d like to leave on Saturday if possible, on the same flight.* Describing possible options I want to travel on later flight on Friday.The only seat available on that flight is in first
  • 25. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEclass. * Asking about possible options.I could put you on a flight via New York and Is the next flight full?Frankfurt. Is there another flight on Monday?The next available direct flight is on Sunday. * Checking flight information Could you just give me the flight details? Could you repeat the flight details so I can make a note of them?ACTIVITIES: _____________________________________________________________Practice changing flight reservations using the following information.FLIGHT NO. FROM- TO DATE TIMESE 324 Singapore-Hong Kong May 8th 23:00AR 322 San Francisco – Madrid Jun 4th 11:00PT 211 Tokyo – Montreal Sept 6th 2:00GB 192 NY – LA Oct. 10th 14:00Student A Student B MAKE CALL 1 TAKE CALL 1Call AA and change your reservation (SE324) to a You are a clerk in AA airlines, there are seatslater flight the same day. available on flight SE 324 leaving Singapore for Hong Kong at 15:50 May 9th.TAKE CALL 2You are a clerk at AA flight 322 is a daily 09:30 MAKE CALL 2 thflight. There are seats available on June 6 . Call AA (American Airlines) and change your reservation (AR 322) to June 6th.MAKE CALL 3Call PT airlines and change your reservation(PT 211) to September 11th. TAKE CALL 3TAKE CALL 4 You are a clerk at PT airlines. Flight (PT 211) is aYou work for GB Air. You have seats available in daily flight 13:35 flight. There are seats available onall classes on flight GB 192 on May 20th. September 8th. TAKE CALL 4 Call GB Airlines and change your reservation (GB 192) to first class seat.
  • 26. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDELESSON 12: CLARIFYING A REQUESTSITUATION_______________________________________________________________________Roadman Chunk of Specialized Engineering Products is Berlin receives a request from CAU´sProduction Director in Sidney, but a couple of things are not clear so he calls to clarity them. DIALOGUE: Mr. Toms: Hello Roadman Chunk: Mr. Toms, this is Roadman Chunk form Specialized Engineering in Berlin. I received your letter this morning but one or two things are not clear. May I check a couple of things with you?Mr. Toms: By all meansRoadman Chunk: Well, first the catalogue you have asked me to send to your UK affiliate. Did youmean our general catalogue?Mr. Toms: Oh, no, I mean your new catalogue on electronic measuring equipment for qualitycontrol.Roadman Chunk: I see. And you don`t mention a contact mane, did you mean the ProductionDirector?Mr. Toms: Yes, that`s right, I didRoadman Chunk: Can you give me his name please?Mr. Toms: Yes, his name is Paul WaldsonRoadman Chunk: I see. Well thank you very much. Mr. Toms. That`s all I needed to know. I`ll getthat off to Berlin for you.Mr. Toms: Thanks very much – and thank you for your calling.KEY EXPRESSIONS_________________________________________________________________TAKING THE CALL MAKING THE CALL* Agreeing to a request. * Saying why you are calling.By all means. I received your letter this morning but one or twoGo ahead. thins are not clear.Please do. I`m just following up on your letter – a couple ofYes, of course. thins are not clear. * Asking for clarification.* Clarifying what you mean. May I check a couple of points with you?I mean your new catalogue of electronic Could you clarify a couple of thins for me?measuring equipment. Could I ask you a couple of questions about your
  • 27. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDENo. that should be your catalogue on electronic letter?measuring equipment. Did you mean our general catalogue?Yes, that`s right.That`s exactly what I mean. * Thanking and concluding. Thank you very much. That`s all I need to know. That`s all I wanted to check. I`ll get that off to* Describing possible options Germany for you.Thank you for your calling.Thank you for contacting me.Thanks for getting in touch.ACTIVITIES:_____________________________________________________________________________Practice clarifying requests. Follow the next conversation in pairs and then swap roles.Student A Student B MAKE CALL 1 TAKE CALL 1You are Mr. Richards at Best Jewelers; you You are Steve Mailman. You recently sent out designhave received design specifications from specifications to a number of suppliers. You need theirSteve Mailman. But you need to know quotes for gold by mid-July.whether he wants you to quote for gold orsilver. Also whether the end of June would MAKE CALL 2be acceptable. Call and ask. You are Area Sales Manager. Asia, for a largeTAKE CALL 2 multinational Company. You have received a draftYou are David Neuman. International Sales agenda for the next sales International Sales Director.Director at a large multinational company. But you need to know his deadline for your comments.You recently sent a draft agenda for the Also whether it would be appropriate to suggestnext sales conference to al your Area Sales adding sales forecasts to the list of discussions topics.Managers. You need their comments by Call and ask.the end of next week and will accept anysuggestions for additional discussiontopics. Euro food November 15th 2009 Dear Mr. Pantani Thank you very much for your inquiry about our company. We would be pleased to represent your range of food products in the US and enclose an outline proposal for your consider. Yours sincerely
  • 28. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDELESSON 13:AN ACKNOWLEDGMENTSITUATION_______________________________________________________________________Mario Pantani: From Italy calls Marta Shiffer from the Euro food import agency to New York toacknowledge receipt of her proposal. He tells he will be studying it very carefully- and will be intouch again as soon as he has.Martha Shiffer: Martha Shiffer…Mario Pantani: Hello Mrs. Shiffer. This is Mario Pantani of Portuguese Foods in Roma. I`m callingyou to let you know that we received your proposal this morning.Martha Shiffer: Oh, yes. Was everything in order?Mario Pantani: Yes. I think so. We feel your proposal very interesting.Martha Shiffer: Oh, good.Mario Pantani: Well as you know. We have been thinking about the US market for some time now.Martha Shiffer: And we have been importing food lines form Europe for many years. We certainlyfeel your range could do very nicely over here. We know form our retailers that there`s a growingdemand for items of this kind.Mario Pantani: Well, I can assure you I`ll be studying your proposal very carefully.Martha Shiffer: That`s good to hear.Mario Pantani: And I`ll be in touch again as soon as I have.Martha Shiffer: Splendid. I`ll look forward to hearing form you in due course, then.Mario Pantani: Yes, indeed. And thank you for your interest in our company.Martha Shiffer: Not at all. I hope we will be able to do business together.KEY EXPRESSIONS________________________________________________________________TAKING THE CALL MAKING THE CALL* Agreeing to a request. * Saying why you are calling.By all means. I received your letter this morning but one or twoGo ahead. thins are not clear.Please do. I`m just following up on your letter – a couple ofYes, of course. thins are not clear.* Clarifying what you mean. * Asking for clarification.I mean your new catalogue of electronic measuring May I check a couple of points with you?equipment. Could you clarify a couple of thins for me?No. that should be your catalogue on electronic Could I ask you a couple of questions about yourmeasuring equipment. letter?
  • 29. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEYes, that`s right. Did you mean our general catalogue?That`s exactly what I mean. * Thanking and concluding.* Describing possible options Thank you very much. That`s all I need to know.Thank you for your calling. That`s all I wanted to check. I`ll get that off toThank you for contacting me. Germany for you.Thanks for getting in touch.ACTIVITIES:_____________________________________________________________________________Practice acknowledgements. Follow the next conversation in pairs and then swap roles.Student A Student BYou are Michael Steve at Specialized You are Jhon Albertson at US Engineering Parts.Engineering Products in Tokyo. TAKE CALL 1MAKE CALL 1 You recently sent a project outline to Michael Steve atYou receive a project outline from Jhon Specialized Engineering Products in Tokyo.Albertson at US Engineering Parts. Call toacknowledge receipt and say you will send MAKE CALL 2your proposal by the end of the month. you have just received Michael Steve`s proposal. Call to acknowledge receipt. Say you would be studying it veryTAKE CALL 2 carefully and will let him know your decision within aYou recently sent your proposal to Jhon week.Albertson as promised.
  • 30. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDELESSON 14: AN ORDERSITUATION_______________________________________________________________________The Institute for American Affairs (IAA) in Washington publishes a range of research for studies,surveys and reports. Juliet Rodman calls the Circulation Manager to place an order. DIALOGUE Clerk: Publications Juliet Rodman: Hello, could I speak to your Circulation Manager. Please? Clerk: He`s a bit tied up at the moment. Can I help at all? Juliet Rodman: Well, I wanted to order some publications. Clerk: Certainly. I can take your order, if you like. Just let me get a pen… OK, which publications did you want? Juliet Rodman: An Introduction to South AmericaClerk: How many copies would you like?Juliet Rodman: Oh. Just one, thanks.Clerk: OK. Anything else?Juliet Rodman: Yes, I`d like one copy each of A Practical Guide to Hungary and Spain.Clerk: Right.Juliet Rodman: And I`d better have a copy of Financing South America too.Clerk: Sorry, was that two copies?Juliet Rodman: No. no just one. And that`s all then.Clerk: OK. I`ll just take down your name and address.Juliet Rodman: Yes, the name is Juliet Rodman and the address is French Initiatives, Carl Street.21321 San Francisco.Clerk: And what about payment?Juliet Rodman: Would you send us an invoice with the publications marked for my attention?Clerk: Sure, no problem.Juliet Rodman: Thanks very much indeed.
  • 31. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDEKEY EXPRESSIONS________________________________________________________TAKING THE CALL MAKING THE CALL* Offering to help. * Saying why you are calling.Can I help at all? I wanted to order some publications.Is there anything I can do? I`d like to place an order.I can take your order if you like. Could I order some publications?* Taking an order. * Giving your order.Which publications did you want? I`d like one copy each of A Practical Guide toHow many copies would you like? Spain.What about payment? I`d better have a copy of Financing South America.* Checking order details. Put me down for two copies of FinancingSorry. Was that two copies? South America.Did you say one copy each of those? That`s all then.So that`s jus the four titles, then? * Asking about payment terms. Would you send us en invoice marked for my attention. Can I give you a credit card number? Do you need payment in advance?ACTIVITIES: _____________________________________________________________Practice dealing with orders. Follow the next conversation in pairs and then swap roles.Student A Student BMAKE CALL 1 TAKE CALL 1Call Australian Heating Systems, Technical Sales, You work in Australian Heating Systems takingand order replacement parts F/921 (quantity 1), telephone orders from International Customers.Kl/305 (quantity12), KL. PZ/234 (quantity 7)TAKE CALL 2 MAKE CALL 2You work on the Foreign Exchange Desk at Bank Call the Foreign Exchange Desk at Bank of Spainof Spain taking currency orders. and place an order for US421 for collection next Thursday.
  • 32. LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE

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