Telephoning eBook

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(2) Business English for Telephoning A Business English course for communicating effectively on the phone. 1st Edition. Written by James Moss, Joanne Mason and John-Paul Baker Audio produced & recorded by Paul Meredith Online activities by James Moss and Chris Wacker. Copyright 2010 Business English Pod Ltd. All rights reserved. No part of this book may be used or reproduced without written permission, except in the case of brief quotations embodied in critical articles or reviews.. © 2010 All rights reserved: businessenglishpod.com.

(3) Business English for Telephoning 1st Edition. Table of Contents (Click a unit title to jump to the start of that unit) 1.. Unit 501 - Answering the Phone. pg 5 - 13. 2.. Unit 502 - Taking a Message. pg 14 - 21. 3.. Unit 503 - Leaving a Voicemail Message. pg 22 - 28. 4.. Unit 504 - Making an Appointment. pg 29 - 39. 5.. Unit 505 - Discussing Travel Arrangements. pg 40 - 50. 6.. Unit 506 - Checking on an Order. pg 51 - 61. 7.. Unit 507 - Dealing with Customers (Part 1). pg 62 - 70. 8.. Unit 508 - Dealing with Customers (Part 2). pg 71 - 80. 9.. Unit 509 - Handling Sales Calls. pg 81 - 90. 10.. Unit 510 – Handling a Problem on the Phone. pg 91 - 100. 11.. Unit 511 - Dealing with an Angry Caller (Part 1). pg 101 - 109. 12.. Unit 512 - Dealing with an Angry Caller (Part 2). pg 110 - 120. 13.. Example Phrases by Function. 14.. Audio & Online Activities (Click here to go to the webpage). © 2010 All rights reserved: businessenglishpod.com.

(4) Business English for Telephoning This is an e-book brought to you by Business English Pod, the leading provider of on-demand audio and study tools for Business English communication skills, available on the Web at www.businessenglishpod.com. Talking on the telephone has become an extremely important part of business. You need to be able to answer a call professionally and create a good image of yourself and your company with only your voice. You also need to be able to take a message. Having effective telephone skills leaves a good impression on your customers, clients, colleagues and boss. People are busy, so you want to be very clear, polite and organized. Business English for Telephoning is targeted for intermediate learners at or around the Common European Framework (CEF) level B2. This corresponds to a BULATS score of 3 or higher or an IELTS score of 5 or higher. The materials are designed, however, to be useful to students at a variety of levels: Intermediate learners will focus initially on language development whereas upper-intermediate and more advanced learners can zoom in on skills development, high-level vocabulary, fluency, confidence and enhancement of overall professionalism. Business English for Telephoning is published by Business English Pod, Ltd., copyright 2010, all rights reserved.. What’s Included? All Business English Pod e-books come with a variety of study resources to provide learners with maximum flexibility and value. You can access and download all the materials for this e-book on this webpage: www.businessenglishpod.com/ebooks/business-english-telephoning/ Each e-book includes the following resources:. Podcasts. Study Notes. MP3 lessons you can download to your computer, MP3 player or mobile phone.. PDF lesson transcripts with extra vocabulary and language exercises.. PhraseCasts. Online Activities. Compact MP3’s featuring the dialog, phrases and speaking practice.. Interactive Flash quizzes, transcripts, exercises and flashcards.. © 2010 All rights reserved: businessenglishpod.com.

(5) businessenglishpod Unit 501 - Answering a Call You’re listening to Business English for Telephoning, an eBook brought to you by www.BusinessEnglishPod.com. In this eBook, we’ll look at essential language for many types of business calls, including speaking with customers, making arrangements, dealing with problems and handling angry callers. For our first lesson, we’re going to look at one the most important telephone skills: answering a call. This is something we all do, but we don’t all do well. We’ll begin by looking at a bad example of answering a call and taking a message. We’ll discuss why it’s a bad example, and then we’ll go into a good example of answering a call. I’m sure you’ll see a clear difference. Before we listen, let’s talk a bit about the basics of handling a call. Our tone of voice needs to be pleasant and positive. We don’t want to make people feel like they are bothering us. Some people try smiling when they speak even though the other person can’t see them. This trick helps you to maintain a good tone. Second, we should always be prepared. Whether you’re receiving or making a call, you need to be ready. We also need to make it clear from the beginning who the person is talking to. This means identifying ourselves and our company. From there, we need to lead the conversation and find out how we can help the caller. The caller should not have to ask for help. And finally, we need to remember that listening is half of a conversation. We need to listen and respond to what the other person is saying. For our bad example, we’ll listen as Justin, an employee with Trivesco, calls a shipping company called Daneline. Justin is hoping to speak with Sylvie Petersen, but it is a receptionist named Amy who answers the phone. Listening Questions – Bad Example 1. How would you describe Amy’s attitude?. 2. Does Justin seem prepared?. © 2010 All rights reserved: businessenglishpod.com. 5.

(6) Telephoning Vocabulary just a second: we say “just a second” when we want someone to wait for a very short time; “Oh, you need a password for the wireless network? Just a second… I’ll find it.” go ahead: begin; when we tell someone to “go ahead,” we are saying that he or she can start or do something; “When Tom asked whether he could organize the filing cabinets, I told him to go ahead.” let’s see: “let’s see” is an empty expression we use when we are thinking about what to say next or when we are looking for information; “So, your annual vacation time will be… let’s see… three weeks.” schedule: an organized list of events or activities; “According to this conference schedule, we’ll take a break for lunch at 12:30.” handy: conveniently near or within reach; “At networking events, you should always have a stack of business cards handy.” omit: to leave out or not include; “The editor suggested omitting the last paragraph of the report because it didn’t add any new information.” on hold: if we put someone “on hold” during a phone call, we silence the call temporarily while we do something else or take another call; “The receptionist put me on hold for 10 minutes while she looked for my file.”. Bad Example Amy: Hello. Justin: Hi. Who’s this? Amy: Amy. Justin: Is this Daneline? Amy: Yes. What can I do for you? Justin: Hi… Yes. Just a second here. Uh huh. There it is. May I speak to Sylvie Petersen? Amy: Sylvie! Sorry, she’s not here. Justin: Can I leave a message? Amy: Sure. Go ahead. Justin: Uh. Let’s see. My name is Justin Thomas. I’m with Trivesco. It’s about the construction schedule for 2008. And my number is… wait a second… 390-9292107. Amy: Sorry could you say that again? I’m looking for a pen. Justin: Which part? Amy: All of it. Okay. What’s your name?. © 2010 All rights reserved: businessenglishpod.com. 6.

(7) businessenglishpod Bad Example Debrief This is not the way that a business telephone call should usually go. Neither Amy or Justin did a very good job, did they? So what exactly is the problem? We know the basics of what makes a good call, so what is wrong with Amy and Justin? Amy: Hello. Justin: Hi. Who’s this? Amy: Amy. Justin: Is this Daneline? Amy: Yes. What can I do for you? Let’s begin with how Amy answers the phone. She simply says, “hello.” That may be what you say when you answer your telephone at home, but it’s not okay in a business setting. Amy doesn’t say her name or her company’s name. She also doesn’t ask how she can help the caller. And listen to her voice. Is it pleasant? Does it make the caller feel good about the interaction? Think about the impression this makes. Justin has to ask who is answering the call and make sure that it is actually the right company. Remember, the person who answers the phone should make it clear who the person is calling. Finally Amy asks the caller what she can do. Justin: Hi… Yes. Just a second here. Uh huh. There it is. May I speak to Sylvie Petersen? Amy: Sylvie! Sorry, she’s not here. Justin: Can I leave a message? Justin needs to work on his skills as well. He’s really not prepared for this call and has to take a moment to figure out who he actually wants to speak with. Of course, Amy should put Justin on hold while she looks for Sylvie Petersen. But she doesn’t. She just puts the phone down and calls out “Sylvie!” Again, this is something that might happen at home but should definitely not happen at work. Notice too that it is Justin who asks if he can leave a message. That’s something Amy should have asked. And how does she handle it? Amy: Sure. Go ahead. Justin: Uh. Let’s see. My name is Justin Thomas. I’m with Trivesco. It’s about the construction schedule for 2008. And my number is… wait a second… 390-9292107. Amy: Sorry could you say that again? I’m looking for a pen. Neither speaker is really prepared. Justin’s not sure of his own number, and Amy doesn’t have a pen handy, even though she told Justin to go ahead with his message. Amy really needs to be better prepared and be a better listener.. © 2010 All rights reserved: businessenglishpod.com. 7.

(8) Telephoning Good Example Now, let’s leave the bad example behind. You have seen quite clearly what we should not do. We’ll listen to a good example of answering a call. This time we’ll hear Mark Rand, who has replaced Justin. Mark is calling Daneline, and Amy has obviously received some telephone training. As you listen, try to answer these questions: 1. What information does Amy include in her first sentence? 2. How does Mark Rand introduce himself?. Good Example Dialog Amy: Hello, Daneline, this is Amy. How can I help you? Mark: Hi, Amy. My name is Mark Rand. I’m calling for Sylvie Petersen. Amy: Just a moment please. Mark: All right. Amy: Thanks for holding.. Debrief This sounds a lot different from the bad example, doesn’t it? Mark and Amy accomplish as much in two lines as Justin and Amy did in six. First, Amy answered the phone very professionally. Amy: Hello, Daneline, this is Amy. How can I help you? In this simple sentence, Amy has included the four important parts of answering the phone: the greeting, her company name, her name, and an offer of help. The greeting doesn’t always have to be “hello.” There are several other things you can say: • • • • •. Hello Hi Good morning Good afternoon Good day. “Hi” is slightly more informal than the others, but it is still acceptable in some contexts. Second, you should say the name of your company. It’s not really necessary to say “This is” before the name. Just the name is enough. You may also want to identify your department. For example, you can say “sales department,” or just “sales.”. © 2010 All rights reserved: businessenglishpod.com. 8.

(9) businessenglishpod Next, say your name. Amy says “this is Amy.” Notice that she doesn’t say “I am Amy,” which is never used on the telephone. And remember that we don’t say “this is” in other situations, like when we’re answering a door or introducing ourselves face-to-face. How else can we say our name on the telephone? • • •. My name is Sebastien. This is Ray Turner. Pat here.. Finally, you should make an offer to help, like this: • •. How can I help you? What can I do for you?. These are the four parts of a standard telephone greeting in North America. In some situations, we might omit certain parts, or leave them out. For example, if we know that it is an internal call – I mean from inside your own company – then you might just say your name and department. Still, many companies expect the four-part greeting at all times. And if you’re not sure whether the call is external or internal, remember that it’s always better to be too formal than too informal. Why don’t we practice this four-part greeting. You will hear a prompt. Use the ideas in the prompt to practice the four-part greeting. Prompt: morning / Dave / Dixon Construction / help Learner:. Answer: Good morning. This is Dave at Dixon Construction. How can I help you? Okay, what happens after Amy answers the phone? Mark: Hi, Amy. My name is Mark Rand. I’m calling for Sylvie Petersen. Mark starts with a very nice personal greeting for Amy. Then he gives his own name. If you are the caller and you know the person you are calling, you can use “this is.” But if we’ve never met before, it’s best to us “My name is…” for your introduction. In this case, you could also mention the company you work for, but it’s not necessary. Mark then states the purpose of his call. He wants to talk to Sylvie Petersen, and he uses the expression “I’m calling for…”. © 2010 All rights reserved: businessenglishpod.com. 9.

(10) Telephoning What are some of the other ways that we can ask for a person on the telephone? • • •. May I speak to Benedict Struck? Is Arnold there? Yes, I’m calling to speak to Ravi Montero.. Now, Amy needs to check whether Sylvie is available, and to do this she puts Mark on hold. Amy: Just a moment please. Mark: All right. There are a couple of other ways Amy could have done this:  . Could you hold please? Would you mind holding please?. Don’t forget to actually listen for the caller’s answer when you ask if the person can hold. Mark says “all right” and waits to find out whether Sylvie is in. And you’ll have to wait as well! To finish of today’s lesson, let’s practice some useful vocabulary. You’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word. For example, if you hear: Example cue: I’ll check my <beep> to see if I am busy on Friday morning. You can say: Example answer: I’ll check my schedule to see if I am busy on Friday morning. After each response, we’ll play the correct answer. Let’s begin. Cue 1: The instructor told us to <beep> the last chapter, which was out-ofdate. Learner: Cue 2: Mr. Collins told me to <beep> ahead and start counting inventory. Learner: Cue 3: I asked Jackson for a calculator because he always has one <beep>. Learner: Cue 4: Tammy put the caller on <beep> while she talked to her manager. Learner:. © 2010 All rights reserved: businessenglishpod.com. 10.

(11) businessenglishpod Answer 1: The instructor told us to omit the last chapter, which was out-ofdate. Answer 2: Mr. Collins told me to go ahead and start counting inventory. Answer 3: I asked Jackson for a calculator because he always has one handy. Answer 4: Tammy put the caller on hold while she talked to her manager. We’ve reached the end of this episode, the first of our two-part review of one of our most popular and important podcasts. We’ve looked at how to answer a call – and make a call – effectively and professionally. We’ve also seen how not to handle a call. In our next episode, we’ll hear the rest of the conversation between Mark and Amy and see how to take and leave a message. It’s a lesson that you just can’t miss. Thanks for listening, and see you next time!. © 2010 All rights reserved: businessenglishpod.com. 11.

(12) Telephoning Language Review A. Answering the Phone Rearrange the jumbled phrases below to make suitable ways to answer the phone.. 1. Olga hello how you may speaking I Computer Solutions help. 2. hear International Computers Hello is Peter you what can I for this do. 3. Dave Dixon Construction is good this morning help at I you how can. 4. afternoon with this what is can I for you Ray Turner do good Bradbury’s. B. Vocabulary Fill in the blanks with words from the box below. Be sure to put any verbs in the right tense. schedule. omit. ahead. handy. second. hold. 1. I have to make a quick phone call, so I’ll be just a _______ . 2. If you want to go _______ with your plan, I think you should check with management first. 3. According to the conference _______ , we break for lunch at 12:30. 4. At networking events, you should always have a stack of business cards _______. 5. The editor suggested _______ the last paragraph of the report because it didn’t add any new information. 6. The receptionist put me on _______ for 10 minutes while she looked for my file.. © 2010 All rights reserved: businessenglishpod.com. 12.

(13) businessenglishpod Answers Listening Questions Band Example: 1. Amy sounds bored and disinterested. Her flat tone of voice doesn’t help either. 2. It is pretty obvious that Justin has not prepared for the call as he doesn’t even remember who he is calling for. Good Example: 1. Amy includes a greeting, the company name, her name and an offer to help. 2. Mark greets Amy, and then states his own name and the reason he’s calling. A. Answering the Phone 1. Hello, Computer Solutions. Olga speaking. How may I help you? 2. Hello, this is International Computers. Peter hear. What can I do for you? 3. Good morning. This is Dave at Dixon Construction. How can I help you? 4. Good afternoon. This is Ray Turner with Bradbury’s. What can I do for you? B. Vocabulary 1. I have to make a quick phone call, so I’ll be just a second. 2. If you want to go ahead with your plan, I think you should check with management first. 3. According to the conference schedule, we break for lunch at 12:30. 4. At networking events, you should always have a stack of business cards handy. 5. Sam suggested omitting the last paragraph of the report because it didn’t add any new information. 6. The receptionist put me on hold for 10 minutes while she looked for my file.. Online Practice Click the “Launch” button to open the online practice:. © 2010 All rights reserved: businessenglishpod.com. 13.

(14) Telephoning. Unit 502 – Taking a Message Welcome back to Business English Pod. My name’s Edwin and I’ll be your host for this episode, the second part of our look at answering the phone and taking a message. In this lesson we’ll focus on taking a message. In our last lesson, we looked at answering a call effectively. We heard an example of poor telephone skills and started in on a dialog that demonstrated good telephone skills. In this lesson, we’re going to continue with that dialog and look at how to take a message. We’ll look at ways to ask someone to leave a message, information that should be included in a message, and how to offer help. You will also learn how to acknowledge, check back and confirm information that a caller gives you. Now, let’s rejoin Mark, who works for a company called Trivesco. He is calling a shipping company, Daneline, hoping to speak with someone named Sylvie Petersen. Sylvie is not there, so Mark has to leave a message with Amy, the receptionist. As you listen, try to answer these questions: 1. How does the tone of Amy’s voice sound?. 2. What information does Mark include in his message?. 3. How does Amy make sure she has Mark’s phone number correct?. © 2010 All rights reserved: businessenglishpod.com. 14.

(15) businessenglishpod Vocabulary to be in/out: when we say that someone “is in,” it means he or she is present, either at home or at the office; if we say someone “is out,” it means the person is not present; “I tried calling Earl, but he wasn’t in.” with a company: if you are “with” a company, it means you work for that company; “Good morning. My name is Trevor and I’m with Allied Distributing.” to reach someone: to contact someone; “If you can’t reach me by phone, try sending me an email.” to get something: to understand something; “I’m sorry, but I didn’t get what you were trying to say at the end of your presentation.” to ring someone: to call someone on the telephone, in British English; “Ring me when you arrive in Manchester and I’ll come to pick you up at the airport.” to schedule: to arrange a meeting, appointment, or event for a certain day and time; “I told my receptionist not to schedule anything on Friday morning because I have a doctor’s appointment.”. Dialog Amy: Hello, Daneline, this is Amy. How can I help you? Mark: Hi, Amy. My name is Mark Rand. I’m calling for Sylvie Petersen. Amy: Just a moment please. Mark: All right. Amy: Thanks for holding. Sorry, Sylvie’s not in right now. Would you like to leave a message? Mark: Yes. Please tell her that Mark Rand with Trivesco called. I’d like to talk to her about the construction schedule for 2008. Amy: Construction schedule for 2008. Of course Mr. Rand. Where can she reach you? Mark: I’m out of the office at the moment, so please have her call me on my cell phone: 390-929-1914. Amy: All right. That’s 390-929-1940. Is that right? Mark: No sorry. Instead of 1940 it should be 1914, one-four. Amy: Nineteen-fourteen, one-four. Got that. Can I do anything else for you Mr. Rand? Mark: No, thank you. Amy: You’re welcome. Mark: Bye now. Amy: Bye.. © 2010 All rights reserved: businessenglishpod.com. 15.

(16) Telephoning Debrief Now let’s go through this dialog in more detail. In our last episode, we talked about how Amy answers the phone. Today we’re going to focus on how she takes a message. Amy: Thanks for holding. Sorry, Sylvie’s not in right now. Would you like to leave a message? Amy shows us that it’s important to thank the caller for holding. People’s time is very valuable, and we should show them we understand that when we make them wait. Amy apologizes that Sylvie is not “in,” or at the office, and asks politely if Mark would like to leave a message. Now listen to some other ways to say that someone is out or unavailable and to ask if the caller would like to leave a message.    . Sorry, Fred is out right now. Can I take a message? Sorry, it looks like Cindy has stepped away from her desk. Would you like to leave a message? Ms. Wells is in a meeting now. Can I do anything for you? George is out of the office this week on a business trip. Do you want to leave a message?. Of course, if the person being called is actually in the office and available, you can transfer the call by saying “Thanks for waiting, I’ll put you through.” Or “Thank you for holding; I’ll transfer your call.” Now listen as Mark leaves his message: Mark: Yes. Please tell her that Mark Rand with Trivesco called. I’d like to talk to her about the construction schedule for 2008. What does Mark include in his message? He includes his name, the company he works for, and the reason he is calling. These are all things that we need to know in a telephone message. Mark understands this and gives this information immediately. If he didn’t, Amy would have to ask for it. What are some other ways to give essential message information?   . Yes, could you tell him that Arnie Waters from Microtek rang? I’m calling about the new software release. Yes. Please tell Michael that Brooks from Tristar called. I was hoping to schedule a meeting with him for this Thursday or Friday afternoon. Uh huh. Please pass on the message that Pat called. It’s about the new contract.. In the first example you heard the word “rang.” To “ring” or “phone” someone is more British English, while Americans tend to say “call” or “give someone a call.” Next, Amy wants to make sure she heard Mark correctly. © 2010 All rights reserved: businessenglishpod.com. 16.

(17) businessenglishpod Amy: Construction schedule for 2008. Of course Mr. Rand. Why is Amy repeating the information she just received? She wants to check to make sure, or confirm, that she has it correct. Remember, mistakes in messages can cause a lot of confusion or problems. You will also notice that Amy doesn’t call him “Mark.” Instead, she uses the formal “Mr. Rand.” This shows respect for the caller. If Amy and Mark develop more of a working relationship, then Amy might switch to using his first name, but for now she wants to maintain a high level of professionalism. There’s one key piece of information that Mark hasn’t given yet. Amy: Construction schedule for 2008. Of course Mr. Rand. Where can she reach you? Mark: I’m out of the office at the moment, so please have her call me on my cell phone: 390-929-1914. Amy asks where Sylvie can “reach,” or contact, Mark. Of course, when you take a message you have to make sure you get a telephone number where the caller can be reached. In this case, Mark is out of the office so he can only be contacted on his cell phone. But in other cases, it can be a good idea to get two numbers, an office number and a cell phone number, just to be sure. Now, we heard Amy repeat some information back to Mark just to confirm it. She does this again with the telephone number. And it’s a good thing she does, as we can see. Amy: All right. That’s 390-929-1940. Is that right? Mark: No sorry. Instead of 1940 it should be 1914, one-four. What Amy does is acknowledge, check back, and confirm the information that Mark just gave her. To acknowledge, she says, “all right.” To check back, she says, “that’s 390-929-1940.” And to confirm, she says, “is that right?” It’s very good to check important information such as telephone numbers because they are easy to get wrong. The numbers forty and fourteen are often confused, especially on the phone. Let’s look at some other ways to acknowledge, check back and confirm. Acknowledge: • I see. • All right. • Uh huh. • Okay. Check back: • So that’s 345 Rickford Street. • So you mean you will arrive at 7:15 p.m. • That’s 303-442-2996.. © 2010 All rights reserved: businessenglishpod.com. 17.

(18) Telephoning And confirm: • Is that right? • Right? • Is that correct? • Have I got that right? This technique is essential to good telephone skills, so let’s practice. You’ll hear someone give you a telephone number. After the beep, acknowledge, check back and confirm the information you hear. After each question, we’ll play an example answer. Are you ready? Let’s give it a go. Caller 1: Yes, my number is 410-978-7875. Learner 1: Caller 2: Could you have her call me back at 21-9203-9293? Learner 2:. Answer 1: I see. So that’s 410-978-7875, is that right? Answer 2: Of course. So that’s 21-9203-9293. Have I got that correct? Okay, what happens after Amy gets the phone number correct? Amy: Can I do anything else for you Mr. Rand? Mark: No, thank you. Amy: You’re welcome. Mark: Bye now. Amy: Bye. Before finishing a call, the person who takes a message should make one last offer of help, just as Amy does. What are some other ways to make a final offer of help? • •. Is there anything else I can do for you today, Steve? Is there anything else I can help you with, Mandy?. Amy has done a very good job here of maintaining professionalism right to the end. As a final note, if you are the receiver, remember to let the caller hang up first. Now, let’s practice useful vocabulary and idioms. In a moment, you’ll hear a series of sentences with a word replaced with a beep. Repeat the whole sentence, saying the missing word.. © 2010 All rights reserved: businessenglishpod.com. 18.

(19) businessenglishpod For example, if you hear: Example cue: If you can’t <beep> me at the office, call me at home. You can say: Example answer: If you can’t reach me at the office, call me at home. After each response, we’ll play the correct answer. Let’s begin. Cue 1: Charles was <beep> when I called, so I left a message. Learner: Cue 2: Robert accidentally <beep> two meetings for the same time. Learner: Cue 3: Spencer is so confusing that I never <beep> what he’s saying. Learner:. Answer 3: Spencer is so confusing that I never get what he’s saying. Answer 2: Robert accidentally scheduled two meetings for the same time. Answer 1: Charles was out when I called, so I left a message. That’s all for today’s episode on taking a telephone message. We’ve looked at what the process involves for both the caller and receiver. We’ve also studied some very useful expressions that you can use in your own calls, like how to acknowledge, check back and confirm. Thanks for listening, and see you next time!. © 2010 All rights reserved: businessenglishpod.com. 19.

(20) Telephoning Language Review The following dialog is jumbled (out of order). Put it in order. Next, in the blank lines, label all the main language functions in the dialog. Your choices are: • • • • • •. Four-part greeting Asking for the person you are calling Putting someone on hold Saying someone is unavailable and asking to take a message Leaving a message – name and reason for calling Final offer of help. The first line has been done for you.. 1. A: Good afternoon. Philmore and Brown. This is Andy. What can I do for you? Four-part greeting B: Bye now. A: Sorry, Mr. Stone. She’s away from her desk. Would you like to leave a message? ________________________________________________ B: Of course, no problem. A: Is there anything else, Mr. Stone. ___________________________________ B: Right. A: Could you hold for a moment? Let me check. ______________________________ B: Hi Andy. My name is George Stone. I’m phoning to speak to Jennifer Dunlop. Is she in? _______________________________________ A: Upcoming dam project. Got that. What’s your telephone number? B: Yes, please. Please tell her that George from Turner Steel called. It’s about the upcoming dam project. ____________________________________ A: Bye. B: She can reach me at 510-489-1992. A: That’s 510-489-1992. Right? B: No, that’ll be all. A: Thanks for calling.. © 2010 All rights reserved: businessenglishpod.com. 20.

(21) businessenglishpod Study Strategy A good way to practice taking and leaving messages is with a friend: Take out some business cards from your collection. Trade your cards with a friend. Sit back to back so that you can’t see each other’s faces. Then take turns calling each other. The receiver should take a message, just as in the dialog for this episode. Practice using different expressions to build fluency.. Answers Listening Questions 1. Amy's voice sounds pleasant and professional. 2. In his message, Mark says his name, his company, and the purpose of his call. 3. Amy repeats Mark's phone number back to him to make sure she has it correct. Language Review A: Good afternoon. Philmore and Brown. This is Andy. What can I do for you? Four-part greeting B: Hi Andy. My name is George Stone. I’m phoning to speak to Jennifer Dunlop. Is she in? Asking for the person you are calling A: Could you hold for a moment? Let me check. Putting someone on hold B: Of course, no problem. A: Sorry, Mr. Stone. She’s away from her desk. Would you like to leave a message? Saying someone is unavailable and asking to take a message B: Yes, please. Please tell her that George from Turner Steel called. It’s about the upcoming dam project. Leaving a message – name and reason for calling A: Upcoming dam project. Got that. What’s your telephone number? B: She can reach me at 510-489-1992. A: That’s 510-489-1992. Right? B: Right. A: Is there anything else, Mr. Stone? Final offer of help B: No, that’ll be all. A: Thanks for calling. B: Bye now. A: Bye.. Online Practice Click the “Launch” button to open the online practice:. © 2010 All rights reserved: businessenglishpod.com. 21.

(22) Telephoning. Unit 503 - Leaving a Voicemail Message When you call someone but they aren’t there, often their voicemail “picks up” or answers the phone. Then you have to leave a message. Anyone who uses the phone in their job has to deal with voicemail. Have you ever started to leave a message on someone’s voicemail, then when you heard the “beep” sound, you didn’t know what to say? When you’re speaking a foreign language, talking without preparation can be challenging, especially when you cannot see or hear the person you’re talking to. But with a little practice, you’ll be a voicemail pro. That’s what we’ll be studying in this episode – standard phrases and language for voicemail messages, so that next time you here that “beep” you’ll know exactly what to say. First we’ll hear a bad example. Justin Thomas works for a shipping broker called Trivesco. Brokers are “middlemen” – in this case Justin is a “newbuildings” broker, which means he helps people buy and sell new ships. Justin is calling Sylvie Peterson, a manager at the shipbuilding company Schmidt and Larsen. How does Justin do? Let’s listen.. Vocabulary Voicemail: An automatic answering service where people can leave messages if you cannot answer your phone. “Nowadays, must company phones have a voicemail system for all employees.” To pick up: Literally, to pick up the phone. This means to answer the phone. “I tried to call him yesterday, but his voicemail just picked up.” Beep: This is a high-pitched computer generated note. It generally serves as a signal that you can begin leaving a message in voicemail. Formally, it’s called a “tone.” “Please begin speaking after the tone.” To serve you better: This is common customer service language. “In order to serve you better, please provide us with some more details about your product.” To discuss possible areas of cooperation: This is a general phrase that can be used as a positive goal for business communication. “I think there are many areas of possible cooperation that we can discuss.” You-attitude: The attitude of putting the customer first in the language you use. Often, this means saying “you” instead of “I.” “Instead of saying ‘I will send you the product next week,’ its’ better to use a you-attitude: Say you will receive the product next week.” Country code: The two-digit code that goes before an international number to identify the country you are calling to. “The country code for Norway is 47.”. © 2010 All rights reserved: businessenglishpod.com. 22.

(23) businessenglishpod Bad Example Message: Hello. You’ve reached Sylvie Peterson with Schmidt and Larsen. I’m unable to take your call at the moment so please leave a message after the beep and I’ll return your call as soon as possible … BEEP… Justin: Uh Hi! … Julie. I mean Sylvie. Ms. Peterson. This is, uh, Justin. Justin Thomas. With Trivesco. I’m calling about the… what do you call it? Umm the construction plan for 2008. Call me at… wait a second… here it is… 390-9292107. Uh, yeah. Call me back. Justin doesn’t sound too fluent, does he? What are some of the problems? First, he doesn’t remember Sylvie’s name. That’s sure to make a bad impression. Second, he doesn’t seem sure what to call himself, that is, whether to use just his first name or to use his full name. Also, he isn’t prepared to say the reason he’s calling. In addition, he doesn’t have his phone number ready. Finally, how does he end the phone call? He just says, “Uh, yeah. Call me back.” This message is neither polite nor positive. It probably won’t leave Sylvie with a good impression. Also, he hasn’t told Sylvie when she can reach him. How will she know when to call? Overall, Justin sounds unsure and unprofessional, doesn’t he? Now, let’s listen to a better example. As you do, try to answer the following questions:. Listening Questions 1) What is Mark Rand hoping to talk to Sylvie about? 2) When will he be available to take Sylvie’s call? 3) How does Mark put a positive finish on the message? Good Example: Message: Hello. You’ve reached Sylvie Peterson with Schmidt and Larsen. I’m unable to take your call at the moment, so please leave a message after the beep and I’ll return your call as soon as possible … BEEP… Mark: Hello, Ms. Peterson, this is Mark Rand calling with Trivesco. I’m phoning in relation to our construction plan for 2008. I’m hoping to talk about possible areas of cooperation. You can reach me tomorrow any time between 8:30 and noon at 390-929-1914. I’m in meetings in the afternoon, but you’re also welcome to call me in the evening or any time on Wednesday. Look forward to talking to you. Bye.. © 2010 All rights reserved: businessenglishpod.com. 23.

(24) Telephoning Mark Rand immediately are going to few phrases anytime.. does a much better job than Justin, doesn’t he? We notice that he is much better prepared. Of course, it helps if you know you have to leave a voicemail. But even if you don’t know, there are a that you can learn so that you will be ready to leave a message. What’s the first thing Mark does? Hello, Ms. Peterson, this is Mark Rand calling with Trivesco. This is a greeting, including your name and company. What are some other ways to greet someone? Of course, “Good morning,” and “good afternoon” are possible, but since you don’t know when your message will actually be listened to, “hello” or even “good day” are just fine. “Hi!” sounds less formal. Be prepared with names. If you are calling woman, and you wish to be more formal, be sure to address her “Ms” with a voiced /z/ sound. If you mispronounce it /s/ it sounds like “Miss,” which some people will find disrespectful. Then, if you already know the person you are calling (or you want him to think he knows you), you can say, “This is…” or “This is … calling.” If you don’t know the person you are calling, you can introduce yourself by saying, “I am…”   . Good afternoon, Ann, this is Steve over at Stratos.” Good morning, Ms. McGill. I am Jayne Martella with Stockholm Steel. Hi George! It’s Alan here at Pharmatek.. The next thing Mark does is state his reason for calling. I’m phoning in relation to our construction plan for 2008. I’m hoping to talk about possible areas of cooperation. First he gives the general reason for his call – the construction plan for 2008 – then he talks about the goal of his call – to talk about possible areas of cooperation. Generally, “to phone” is British English whereas “to call” is American English. Of course, just a reason for calling is enough. But adding a sentence about your goal can help create a positive impression and can help get the person you are calling interested in you. Remember, often the voicemail is like an advertisement. You are trying to get the person to call you back. Listen to some more language for explaining your reason and goal. The goal can sometimes be expressed as a request.  . . I’m calling with regard to your account. It would be great if we could review some of the changes you’ve requested so that we can serve you better. This is in relation to our meeting last Wednesday. I just wanted to follow up with you about your interest in boosting your productivity with time management software. I’m contacting you to talk about your recent order. I would just like to verify some of the details so that we can be sure you receive your shipment on time.. Next, Mark tells Sylvie when she can call him back. © 2010 All rights reserved: businessenglishpod.com. 24.

(25) businessenglishpod You can reach me tomorrow any time between 8:30 and noon at 390-929-1914. I’m in meetings in the afternoon, but you’re also welcome to call me in the evening or any time on Wednesday. Notice that Mark has provided Sylvie with alternative times to reach him. This is quite important. It follows the principle of giving your customer more than one choice; also, it helps make sure he will call you back. Also, Mark uses a youattitude. Instead of saying, “I am available,” he says, “you can reach me.” Remember to have your number available. It’s a good idea to say your number slowly and clearly, and even to repeat it. Let’s go over some more phrases we can use. There are formal and informal phrases. You can be more formal by using questions.  . Can you call me back sometime tomorrow? You can get a hold of me at 510230-2830 any time between 1:30 and 5 PM. That’s 510-230-2830. Would it be possible to return my call by the end of the week? You’re welcome to call any time during office hours at 4422-2220. I’m also available most evenings before 10 PM on my cell – 201-2002-1992.. You can also be less formal by using “please.” . Please call me back sometime this week when you get a chance. You can reach me in the early evening here. It would probably be best for you to call between 9 a.m. and 11 a.m. New York time. Please call my cell at 299-29921111.. Now, the last thing Mark needs to do is end the message on a positive note. Look forward to talking to you. Bye. This is a great way to finish the message. Here are some other phrases you can use.    . I’m really looking forward to hearing from you. We look forward to serving you. I’m excited about this opportunity to work with you and I’m really looking forward to our discussions. Can’t wait to hear from you.. Don’t forget to say “goodbye” or “bye” at the end of your message. With informal American English you can say, “Bye now.” Let’s review. We’ve covered four steps: 1) 2) 3) 4). Greeting Reason for calling and goal When and how to call back, and Positive ending. © 2010 All rights reserved: businessenglishpod.com. 25.

(26) Telephoning Now let’s practice. Imagine you are Pat McKay with a company called TRS. You are calling Cindy Steel, a customer of yours, but she is not in, so you have to leave a message. You are calling her about your meeting last Tuesday. Your goal is to follow up with her and discuss possible areas of future cooperation. Using your real work schedule, tell her when you are available. Then end the message positively. Are you ready? Take a few seconds to think, then record your message after the beep. Voicemail: Please record your message after the tone. Learner:. How’d you do? Let’s listen to an example answer.. Answer: Good day, Ms. Steel. This is Pat McKay over at TRS I’m calling in relation to our meeting last Tuesday. I just wanted to follow up with you and discuss possible areas of future cooperation. You can reach me all day Thursday and Friday afternoon between 3 and 5 p.m. Please call me on my work phone at 201-293-9939. I really look forward to talking with you! Bye. It’s a good idea to go back and practice again. Substitute different language to help increase your fluency. That’s all for this episode on leaving voicemail. After practicing the phrases and language you’ve learned today, I’m sure you’ll feel much more confident next time you hear that beep. Thanks for listening and take care.. © 2010 All rights reserved: businessenglishpod.com. 26.

(27) businessenglishpod Language Review A. The Structure of a Voicemail The steps on the left are out of order. Place then in order by filling in the blanks on the right. Reason for calling. 1.. ______________________________. When and how to call back. 2.. ______________________________. Positive Ending. 3.. ______________________________. Greeting. 4.. ______________________________. B. Key Language Review Now, to review key language, fill in the blanks in the following phrases. Also, identify the function of each phrase. 1. Good afternoon, Ann, this is Steve o_______ at Stratos. 2. Hi George! It’s Alan h_______ at Pharmatek. 3. I’m calling with _______ to your account. It would be great if we could review some of the changes you’ve requested so that we can serve you better. 4. This is in _________ to our meeting last Wednesday. I just wanted to follow up with you about your interest in boosting your productivity with time management software. 5. Please call me back sometime this week when you get a _________. 6. It’s going to be great t_________ to you. 7. I’m really looking forward to _________ from you. 8. We look _______ to serving you.. © 2010 All rights reserved: businessenglishpod.com. 27.

(28) Telephoning Answers Listening Questions 1. Generally, he wishes to talk with her about the construction plan for 2008. Specifically, he would like to discuss “possible areas of cooperation.” 2. “Tomorrow” any time between 8:30 and noon. She can also call him in the evening or on Wednesday. 3. He says, “Look forward to talking to you.”. Language Review A. The Structure of a Voicemail. 1. Greeting;. 2. Reason for calling. 3. When and how to call back;. 4. Positive Ending. B. Key Language Review 1. Good afternoon, Ann, this is Steve over at Stratos. 2. Hi George! It’s Alan here at Pharmatek. 3. I’m calling with regard to your account. It would be great if we could review some of the changes you’ve requested so that we can serve you better. 4. This is in relation to our meeting last Wednesday. I just wanted to follow up with you about your interest in boosting your productivity with time management software. 5. Please call me back sometime this week when you get a chance. 6. It’s going to be great talking to you. 7. I’m really looking forward to hearing from you. 8. We look forward to serving you. Function: 1-2 Greeting; 3-4 Reason for calling; 5 When and how to call back; 6-8 Positive ending.. Online Practice Click the “Launch” button to open the online practice:. © 2010 All rights reserved: businessenglishpod.com. 28.

(29) businessenglishpod Unit 504 - Making an Appointment In this episode, we’ll study appointments on the telephone.. making. We live in the era of virtual communication: Teleconferencing, videoconferencing, and online meetings. More and more companies are doing from a distance. In theory, at least, it’s possible to work closely with anyone in the world without leaving our desks. Nevertheless, there’s something about a face-to-face meeting that no virtual one can replace. We still need to shake people’s hands, read their body language, and make personal connections. That’s why – even today – one of the commonest uses for the telephone is to make appointments. So, in this episode, we’ll take a close look at making appointments on the phone. Gordon Knight works for Bridgewater, a U.S. pension fund. (Pension funds are institutions that invest retirement savings.) At a recent conference, Gordon met Penny Yip, a senior financial analyst for the Asian Markets office of SolomonClyde. Solomon is a boutique – or small and specialized – global investment company that deals only with institutional customers – very large clients, like Bridgewater. Now, Gordon plans to be in Malaysia, and he phones Penny to set up an appointment to discuss possibilities for investment. As you listen, try to answer the following questions.. Listening Questions 1) Where and when does Gordon say he met Penny?. 2) When does Gordon suggest meeting with Penny?. 3) Why does he want to meet with Penny?. 4) What time do they finally agree on?. © 2010 All rights reserved: businessenglishpod.com. 29.

(30) businessenglishpod Penny: See you next week! Gordon: Yes, bye. Both Gordon and Penny use a lot of positive language here. Penny says, “It’s a deal then! I’ve put it on my schedule” and “I’m looking forward to it.” Gordon says, “Sounds good,” and “See you next week!” These phrases help create a good atmosphere and reinforce the good relationship. What other types of expressions can we use for this purpose? Let’s listen to some example phrases.  It’s going to be great to catch up!  I can’t wait to see you again.  I’m really looking forward to speaking with you.  Give my regards to your colleagues.  Have a great day!  I’m looking forward to catching up. In the last expression, to catch up means to hear someone’s news after you haven’t seen them in a while. Okay, now it’s your turn to practice. First we’ll practice politely disagreeing to a time and suggesting an alternative. Imagine some customers have called you to set up a meeting. They will propose a time. After the beep, use the language we have studied to reject their suggestions politely, and give them an alternative time. For example, if you hear: I’d love to arrange a meeting to talk more. Are you free on Wednesday morning? You can say something like: No, I’m afraid not. But I could do it any time on Wednesday afternoon. For rejecting a time, you can also say, “I’m sorry, that won’t work because…,” “I’m afraid I’m busy then,” and, “Actually, I had already made arrangements at that time.” For suggesting alternative times, you can also say, “But how about…,” “Could you do…,” or, “I’d suggest…,” among others. Are you ready? Let’s give it a try. Cue 1: I’d really like to talk in more detail. Can you meet over lunch this Thursday, 26th? Learner 1: Cue 2: I’m looking forward to catching up. Can we set up dinner some time next week. Learner 2: Cue 3: It’s going to be great to talk. How about I come over to your company sometime in the morning Tuesday or Wednesday? Learner 3:. © 2010 All rights reserved: businessenglishpod.com. 35.

(31) Telephoning Vocabulary Pension funds: Organizations that invest employee retirement savings. “Pension funds are some of the biggest institutional investors in the world.” Institutional investor: Large company, organization or group that invests money – usually other people’s money. “Institutional investors usually have much better access to information than individual ones.” To put s/o through to: To transfer a call. “Could you put me through to Sally, please? She’s expecting my call.” Conference: A meeting of people from different companies or institutions who all share a common interest. “Are you going to next week’s Internet Development 2009 Conference in Mexico?” To arrange a meeting (for some time): Other collocations include “to set up a meeting,” “to get together to talk,” “to meet up for lunch/dinner.” “Can we arrange a meeting for next Thursday?” Investment possibilities: Possibilities or opportunities for investment. “I’d love to get together to talk about some investment possibilities for your company.” To arrange a company visit: A “company visit” is a common way to refer to visiting an office or factory for some specific purpose, i.e., to meet with sales staff, to view the production line, etc. “Can we arrange some company visits in Germany while we are there?” We could meet…: A way of suggesting a time. Other useful expressions include, “What about…,” “Can you meet on…,” “Could you do…, “I’d suggest…,” and, “Can we look at….” That’d work fine: A way of agreeing to a time. Other useful expressions include, “Great, I’m marking it down on my calendar…,” “Perfect. See you then…,” “Yes, I should be able to do that…,” “Yes, that’d work fine….” To put sth. on one’s schedule: To mark something on one’s calendar. “Sounds good – I’m putting it on my schedule.” I’m looking forward to it: Useful expression for creating goodwill. Other phrases include, It’s going to be great to catch up!” “I can’t wait…,” “I’m really looking forward to speaking with you…,” “Give my regards to your colleagues…,” “Have a great day/week!” and “I’m looking forward to catching up…” To catch up: To hear someone’s news after you haven’t seen them in a while. “I hadn’t seen Susan in ages, but yesterday she and I met for lunch and had a chance to catch up.” Boutique: Small and specialized. “We run a boutique law firm that focuses on a very specialized corner of the international law market.”. © 2010 All rights reserved: businessenglishpod.com. 30.

(32) businessenglishpod Dialog Assistant: Hello. Solomon-Clyde. This is Steve. How can I help you? Gordon: Can you please put me through to Penny Yip. Assistant: May I ask who’s calling? Gordon: This is Gordon Knight with Bridgewater. I met her last week at the Inter-Asian Connections Conference in Dubai. Assistant: Okay. Just a moment please. Gordon: Sure. ………………………………. Penny: Penny Yip. Receptionist: Hi Penny, this is Steve. I’ve got a Gordon Knight on the line with Bridgewater. He says he met you at Inter-Asian Connections. Penny: Oh. Put him right through. ………………………………. Penny: Hello, Gordon? Gordon: Hi, yes. Penny: Nice to speak with you again. Gordon: How are you? Penny: Great, thanks. What can I do for you? Gordon: Well, I’m going to be in Singapore next week, and I’m phoning to see whether we could arrange a meeting in Kuala Lumpur, perhaps on Tuesday or Wednesday? Penny: Great! Gordon: I’d like to talk more about some of the investment possibilities you mentioned… Penny: Uh huh. Gordon: …and if possible visit one or two of the companies you were talking about. Penny: Sounds good. I’m going to be in Hong Kong until Tuesday, the 15 th… Gordon: Oh, too bad. Penny: But we could meet in the morning on Wednesday, if that’s convenient for you? Gordon: Sure. That’d work fine. Penny: And I’ll ask my assistant, Steve, to try to arrange some company visits for the afternoon. Gordon: Fantastic. Penny: It’s a deal then! I’ve put it on my schedule. Gordon: Sounds good. Penny: I’m looking forward to it. Gordon: So am I. Penny: See you next week! Gordon: Yes, bye.. © 2010 All rights reserved: businessenglishpod.com. 31.

(33) Telephoning Debrief Gordon and Penny have successfully set up a meeting. It sounds like their working relationship is off to a good start. Let’s take a closer look at the language they use. First, Gordon calls reception and asks for Penny. When the assistant asks him who he is, how does he respond? Assistant: May I ask who’s calling? Gordon: This is Gordon Knight with Bridgewater. I met her last week at the Inter-Asian Connections Conference in Dubai. Assistant: Okay. Just a moment please. To set up an appointment, often you will need to get past the receptionist first. It is important that you are prepared to briefly explain how you know the person and, perhaps, what your reason for calling is. To state our relationship, what other kinds of language can we use?    . He asked me to set up an appointment to discuss business possibilities. I am really interested in your company’s products. She indicated interest in our products, so I am just following up. Please tell him that Cindy Smith told me to call.. Next, the assistant asks Penny if it’s okay to transfer the call, and she tells him to put Gordon through. First Gordon and Penny make a little small talk: Penny says it’s nice to speak to Gordon again, and Gordon asks Penny how she is doing. Then they get down to business: Penny: … What can I do for you? Gordon: Well, I’m going to be in Singapore next week, and I’m phoning to see whether we could arrange a meeting in Kuala Lumpur, perhaps on Tuesday or Wednesday? Penny: Great! Here Gordon makes the actual request for the meeting. Let’s examine the language he uses. First, he says he’s “going to be” in Singapore next week (which is next to Malaysia, where Penny works). Second, he says he’s phoning to “arrange a meeting” in Kuala Lumpur. Finally, he suggests a couple of possible times. It’s usually a good idea to give someone at least two times to choose from, as Gordon does. Now, let’s practice some further language and collocations that we can use to ask for a meeting. . Well, I’m flying into South Africa at the end of the week, so I’m calling to see whether we could set up a meeting on Saturday or Sunday.. © 2010 All rights reserved: businessenglishpod.com. 32.

(34) businessenglishpod  . Are you available any time next week? It would be great to get together to talk, if you’ve got time. Do you think we could meet up for coffee or lunch sometime on Monday or Tuesday?. After making the meeting request, Gordon gives his reason for wanting to speak with Penny. Gordon: I’d like to talk more about some of the investment possibilities you mentioned… Penny: Uh huh. Gordon: …and if possible visit one or two of the companies you were talking about. Gordon uses “I’d like to” to state the purpose of meeting with Penny. He’d like to discuss the investment possibilities she was talking about when they met in Dubai. What other ways can we give reasons for meeting?    . I’m hoping to show you some of the products you were interested in. It’d be great to talk over some of the possibilities we discussed last time. I’d love to be able to get a clearer picture of your operations. I could really use your advice about a problem we’ve run into.. How does the dialog continue? Penny checks her diary, or appointment book, to see when she is free. Penny: Sounds good. I’m going to be in Hong Kong until Tuesday, the 15 th… Gordon: Oh, too bad. Talking about your schedule is an important part of setting up a meeting. Penny says “I’m going to be in Hong Kong” to give Gordon a polite excuse for not meeting on Tuesday. “Going to” means her trip is already planned, so she can’t change it. We can also use the present continuous tense for this purpose, for example “I’m meeting with clients in Hong Kong until Tuesday.” Here are a few more useful phrases for discussing your plans:    . Let me check my schedule. Just let me have a look at my calendar. I’m talking with clients all day on Wednesday, but I’m free on Thursday. I’m going to be traveling on the 13th and 14th, but I’ll be back in town on Friday.. In the next part of the dialog, Penny suggests a time. Penny: But we could meet in the morning on Wednesday, if that’s convenient for you?. © 2010 All rights reserved: businessenglishpod.com. 33.

(35) Telephoning Penny uses the past modal could to make a suggestion: We could meet on Wednesday. And she adds, “if that’s convenient for you” to be polite. What are some other ways to suggest times? Let’s listen to some more phrases.     . What about next Friday? Are you free then? Can you meet on Tuesday? Could you do Friday? I’d suggest sometime on the afternoon of the 9th, if that works for you. Can we look at having lunch on the weekend? That way, I’d have more time to talk.. How does Gordon reply to Penny’s suggestion to meet up on Wednesday morning? Listen again: Gordon: Sure. That’d work fine. Penny: And I’ll ask my assistant, Steve, to try to arrange some company visits for the afternoon. Gordon: Fantastic. Gordon agrees to the time Penny suggests: He says, “Sure, that’d work fine.” Because Gordon has asked about it earlier, Penny then mentions she’ll try to arrange some company visits. “That’d work fine” is one way of agreeing to a time. How else can we do it?    . Great, I’m marking it down on my calendar. Perfect. See you then. Yes, I should be able to do that. Yes, that’d work fine.. What if a time doesn’t work for us? What can we say to be polite?  No, I’m afraid not.  Actually, I had already made arrangements for that time.  Could we do it another time?  I’m sorry, that won’t work because a client is visiting then.  I’m afraid that won’t work, but I could meet any time the next day.  How about Friday? That would be a little better for me, if it works for you. To be polite, notice that we emphasize that our other meeting is already arranged. We use verb tenses that stress the previous nature of our plans: For example, “I had already made arrangements…,” and “A client is visiting then…” So Gordon and Penny have suggested and agreed to a meeting. Now, in the last few lines of dialog, they end the conversation with positive language to create goodwill. Listen again: Penny: It’s a deal then! I’ve put it on my schedule. Gordon: Sounds good. Penny: I’m looking forward to it. Gordon: So am I. © 2010 All rights reserved: businessenglishpod.com. 34.

(36) Telephoning How did you do? Let’s listen to some example answers. Please bear in mind, though, that there are many possible correct responses. Cue 1: I’d really like to talk in more detail. Can you meet over lunch this Thursday, 26th? Learner 1: Actually, I’m afraid that won’t work because I’m meeting with a client then. But how about Friday? I’m free then. Cue 2: I’m looking forward to catching up. Can we set up dinner some time next week. Learner 2: Sorry, I’m traveling then, I’m afraid. But I’ll be back at the end of the month. How about then? Cue 3: It’s going to be great to talk. How about I come over to your company sometime in the morning on Tuesday and Wednesday? Learner 3: Could we do it another time? How about Thursday? That would be a little better for me, if it works for you. Now let’s practice useful collocations. You’ll hear a series of sentences with a word blanked out or replaced with a beep. Repeat the whole sentence, but say the missing word. For example, if you hear… Example cue: Just let me have a <beep> at my calendar. You will say, Example answer: Just let me have a look at my calendar. We’ll play an example answer after each exercise. Are you ready? Let’s begin. Cue 1: It would be great to get <beep> to talk, if you’ve got the time. Learner 1: Cue 2: I could really <beep> your advice about a problem we’ve run into. Learner 2: Cue 3: Let me just <beep> my schedule. Learner 3: Cue 4: I’d suggest the afternoon of the 9th, if that <beep> for you. Learner 4: Cue 5: Great, I’m marking it <beep> on my calendar. Learner 5:. © 2010 All rights reserved: businessenglishpod.com. 36.

(37) businessenglishpod Answer 1: It would be great to get together to talk, if you’ve got the time. Answer 2: I could really use your advice about a problem we’ve run into. Answer 3: Let me just check my schedule. Answer 4: I’d suggest the afternoon of the 9th, if that works for you. Answer 5: Great, I’m marking it down on my calendar. That’s all for this episode on making an appointment. We’ve studied stating the relationship, requesting a meeting and talking about the purpose of meeting, and discussing your schedule. We’ve also examined suggesting a time, politely agreeing and disagreeing, and creating goodwill. Thanks for listening. See you next time!. Study Strategy Using your actual calendar, role play in English setting up a meeting with a friend, colleague, or learning partner. Before you begin, decide what your roles will be. Perhaps your partner can be an important customer or business partner. Then, switch roles and try again. Remember to give each other feedback and to use the language we have studied in this episode.. © 2010 All rights reserved: businessenglishpod.com. 37.

(38) Telephoning Language Review A. Stating the Relationship and Requesting a Meeting To review useful language, fill in the blanks in the following sentences with words from the box below. time indicated interested. told meet set. together following flying. available great end. meeting set sometime. Stating the Relationship 1. He asked me to _________ up an appointment to discuss business possibilities. 2. I am really ___________ in your company’s products. 3. She ___________ interest in our products, so I am just ___________ up. 4. Please tell him that Cindy Smith ____________ me to call. Requesting a Meeting 1. Well, I’m ___________ into South Africa at the __________ of the week, so I’m calling to see whether we could ________ up a _________ on Saturday or Sunday. 2. Are you ___________ any time next week? It would be _________ to get __________ to talk, if you’ve got ___________. 3. Do you think we could __________ up for coffee or lunch __________ on Monday or Tuesday? B. Jumbled Sentences: Agreeing and Disagreeing Put the jumbled sentences in order to practice useful phrases for agreeing and disagreeing to times. Write the correct responses in the gaps below the jumbled words. (You don't need to add any punctuation, i.e., "," "." etc.) 1. down am calendar it I marking on my 2. should I be that able to do 3. that work would fine 4. that actually already I had arrangements made for time 5. we do another it could time 6. because that not will work a visiting then client is 7. could I any meet time next the day 8. would be a you little Friday for me if better it for works. © 2010 All rights reserved: businessenglishpod.com. 38.

(39) businessenglishpod Answers Listening Questions 1. Gordon says he met Penny last week at the “Inter-Asian Connections Conference” in Dubai. 2. Gordon suggests meeting on Tuesday or Wednesday. 3. Gordon wants to meet with Penny to discuss possibilities for investment and to visit a couple factories, if possible. 4. The arrange to meet on Wednesday, in the afternoon. Language Review A. Stating the Relationship and Requesting a Meeting Stating the Relationship 1. 2. 3. 4.. He asked me to set up an appointment to discuss business possibilities. I am really interested in your company’s products. She indicated interest in our products, so I am just following up. Please tell him that Cindy Smith told me to call.. Requesting a Meeting 1. Well, I’m flying into South Africa at the end of the week, so I’m calling to see whether we could set up a meeting on Saturday or Sunday. 2. Are you available any time next week? It would be great to get together to talk, if you’ve got time. 3. Do you think we could meet up for coffee or lunch sometime on Monday or Tuesday? B. Sentence Jumble: Agreeing and Disagreeing 1. 2. 3. 4. 5. 6. 7. 8.. I am marking it down on my calendar. I should be able to do that. That would work fine. Actually I had already made arrangements for that time. Could we do it another time? That will not work because a client is visiting then. I could meet any time the next day. Friday would be a little better for me, if it works for you.. Online Practice Click the “Launch” button to open the online practice:. © 2010 All rights reserved: businessenglishpod.com. 39.

(40) Telephoning. Unit 505 – Making Arrangements In this episode we’re going to look at useful language for handling the practical details of a business visit, like airport pickup and restaurant or hotel booking. And we’ll also practice ways to create and maintain goodwill by demonstrating flexibility and responding politely on the phone. Viva is an Italian fashion company. Viva representatives Marco and Francesca are preparing to attend a fashion expo in Las Vegas with their American distributor, Foxtrot. A fashion expo, or exposition, is a kind of trade show or conference in which potential buyers look at manufacturers’ goods. In the dialog Marco is calling his contact Adriana at Foxtrot to discuss the details of the visit. As you listen try to answer the following questions.. Listening Questions 1. What information does Adriana get from Marco?. 2. What does Marco need help with?. 3. Does Marco have any special requirements for the hotel?. 4. What kind of food does Marco hope to eat?. © 2010 All rights reserved: businessenglishpod.com. 40.

(41) businessenglishpod Vocabulary To be in the middle of something: To be busy doing something. “When he called, I was in the middle of cooking dinner, so I didn’t have time to talk.” Fashion expo: An expo (short for exposition) is literally a collection of things (goods, works of art) for public display. A fashion expo is a kind of trade show or conference in which potential buyers view clothing manufacturers’ goods. “All of the best Western clothes manufacturers attend the August expo in Denver, USA” To get in (v.i.): In the context of the dialog, this means to arrive. It can also refer to being accepted, for example by an academic program. “What time does your flight get in?” “Did you get in to Harvard?” Exhibition center: A large building where expos, conferences or trade shows, etc., can be held. “Have you seen the new exhibition center in Shanghai? It’s huge!” Internet access: Refers to the ability to get on to the internet in a hotel or a restaurant, etc. “Does your café have wireless internet access?” Business center: In hotels, this is a place where guests can make copies, send and receive faxes, get online, etc. “Most hotels have business centers these days.” To be up for something: To be willing to do something. “I asked him if he wanted to go for a run with me, but he wasn’t up for it. I think he’s out of shape.” Gang: A group of people; usually refers to a criminal group or a group of thugs. Informally (slang usage), it can mean any group of friends or associates. “I enjoy going to the Chicago office – the gang there is such a nice group of people!” Shoot! This is an informal slang way to say, “go ahead – ask your question.” “A: Can I ask you a question? B: Shoot. A: How long have you been working on this proposal?”. © 2010 All rights reserved: businessenglishpod.com. 41.

(42) Telephoning Dialog Adriana: Hello, Foxtrot fashion. This is Adrianne. How can I help you? Marco: Hello, this is Marco speaking, from Viva in Italy. Adriana: Marco! How are you doing? Marco: Just fine, thanks. How about you? Adriana: Very well! Marco: Good. I’m just calling about the expo in Las Vegas. Are you in the middle of anything? Adriana: No that’s fine. This is perfect timing. Marco: That’s great. Okay… we have already booked our flight. Adriana: Uh huh. When are you getting in? Marco: It’s flight UA5918 from Los Angeles… Adriana: Wait a sec… Let me write this down. UA5918… Marco: That’s right. Arriving at 5:15 PM on Saturday, March 8. Adriana: Great. Got that. We’ll arrange for somebody to pick you up. Marco: Perfect. Adriana: And what about a hotel? Can we help you book something? Marco: Yes, that would be great. Adriana: What are you looking for? Marco: Well, we don’t need anything special. Just close to the exhibition center would be great. Adriana: I know just the place. Marco: Could you make sure they have internet access and a business center… Adriana: Of course. Don’t worry about a thing. We’ll take care of everything… Marco: Great! And one last thing… we’d love to take you out on Sunday evening for a good meal… Adriana: Sounds lovely. Marco: We’re looking forward to finally meeting you. Adriana: So are we. What kind of food were you thinking of? Marco: Italian! Just kidding. It doesn’t matter. Whatever you guys prefer. We’re up for anything… Adriana: Well, I know a great place. You’ll love it. Marco: Wonderful. Adriana: So we’ll look forward to seeing you here on the 8th! Marco: Yes, looking forward to it. Adriana: Great. Any questions, just send me an email. Marco: Of course. Say hi to Anna and everybody. Adriana: I will. Give my regards to Francesca and the gang. Marco: I’ll do that. Bye! Adriana: Bye. © 2010 All rights reserved: businessenglishpod.com. 42.

(43) businessenglishpod Debrief What do we need to consider when arranging a visit? Flight arrival information… hotel booking… social activities… Let’s take a careful look at the language Marco and Adriana use to arrange the details. After an exchange of greetings at the beginning of the call, Marco explains his reason for calling (a skill that we covered in BEP 69). Next, he makes sure Francesca is not busy: Marco: … I’m just calling about the expo in Las Vegas. Are you in the middle of anything? Asking if someone is in the middle of something (that is, busy doing something) is an important part of being polite when you make a business phone call. Also, checking that someone has time to talk helps make sure you will receive the attention you deserve. What are some other ways to ask if someone is busy? • • • •. Did I catch you at a good time? I hope this is a good time to call… Do you have a couple minutes to talk? I just have a quick question. Do you have a sec?. How does Adriana respond? Adriana: No that’s fine. This is perfect timing. Other ways to respond include: • • • •. Yes, now’s fine. Yeah, I’ve got until 4:00. What can I do for you? Uh huh – go ahead. Sure. Shoot.. “Shoot” is an informal slang way to say, “go ahead – ask your question.” What if you don’t have time and need to respond in the negative? Responding politely – negatively • Actually, this isn’t the greatest time. Can you call back a little later? • To tell you the truth, I’m in the middle of something. Can I call you back in a half hour? • Actually, I’ve got to take care of an urgent customer request. I’ll get back to you after 3.00. What happens next in the dialog? Marco indicates that he has already booked his ticket. Adriana asks him for the flight information. Adriana: … When are you getting in?. © 2010 All rights reserved: businessenglishpod.com. 43.

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