M O D U L E 1. Communication. Cultural diversity and socializing.

ФБГОУ ВПО

«МАТИ - РОССИЙСКИЙ ГОСУДАРСТВЕННЫЙ

ТЕХНОЛОГИЧЕСКИЙ УНИВЕРСИТЕТ

Имени К.Э. Циолковского»

 

Кафедра «Иностранные языки»

 

 

E N G L I S H

F O R

B U S I N E S S

C O M M U N I C A T I O N

For the undergraduates

(part 1)

 

 

A modular course on

Socializing

Telephoning

Presentations

 

 

Москва, 2012

 

«English for Business Communication for the undergraduates» (part 1). Пособие для магистров первого года обучения. Автор – составитель: Яримака В.В. М.: «МАТИ - РГТУ имени Циолковского», электронная версия 2012.

 

Данное пособие входит в состав УМК для занятий по деловому английскому языку. Пособие предназначено для студентов 1 курса магистратуры, изучающих дисциплину «Деловой английский язык».

ПРЕДИСЛОВИЕ

Учебный материал дисциплины «Деловой английский язык» представлен в виде пособия «English for Business Communication for the undergraduates» (part 1) и аудиокурса, состоящего из 4 подкастов. Пособие рассчитано на 8 двухчасовых семинарских занятий в течение семестра. Для успешного освоения учебного материала студенту необходимо заниматься английским языком не менее одного часа ежедневно, а не 2 часа один раз непосредственно накануне аудиторного занятия.

При работе с пособием рекомендуется использовать английские толковые словари: Longman English Language and Culture, Macmillan English Dictionary for Advanced Learners (International Student Edition), Longman Pronunciation Dictionary, а также словари в Интернете: http://lingvopro.abbyyonline.com/ru, http://www.multitran.ru, http://www.merriam-webster.com, www.collinsdictionary.com, http://oxforddictionaries.com, http://dictionary.cambridge.org

Для совершенствования произношения рекомендуется воспользоваться материалами в Интернете: www.fonetiks.org (online pronunciation guides), www.shiporsheep.com (English language pronunciation practice with minimal pairs), www.howjsay.com (a free online Talking Dictionary of English Pronunciation).

МЕТОДИЧЕСКИЕ УКАЗАНИЯ

На аудиторном занятии по деловому английскому языку студент ОБЯЗАН иметь:

· ЛИЧНЫЙ ЭКЗЕМПЛЯР пособия, оформленный по всем правилам;

· англо-русский словарь;

Перед началом работы распечатайте материал с электронного носителя и оформите его по следующим правилам:

· все материалы распечатываются на белой бумаге на ОДНОЙ СТОРОНЕ ЛИСТА формата 210х297 мм (А4) с полями 20 мм со всех сторон, ориентация книжная;

· в распечатанном материале с помощью дырокола перфорируются отверстия;

· пособие сшивается во папку-скоросшиватель из мягкого пластика с прозрачным верхним листом формата А4.

INTRODUCTION TO THE COURSE.

 

 

AIMS of the COURSE.

The course is intended as an opportunity for intermediate-level students to develop confidence and fluency in five key communication contexts: socializing, telephoning, presenting information, participating in meetings and handling negotiations. The course has twin aims: improving communication techniques and developing and consolidating the target language appropriate to the above communication context.

A further key aim is the development of effective learning strategies for both language and communication skills. The teacher’s role in this is critical. It is important that certain principles are upheld, such as the need for preparation of communication tasks, the importance of practice, and the need for linking the teaching objectives with perceived professional needs.

The students should be encouraged to reflect on their own performance, to identify ways in which it can be improved, and to monitor both the accuracy of their language and the effectiveness of their communication skills.

The course is primarily geared towards improving speaking skills, though reading and writing tasks are also included. Part of the method for development of fluency and confidence in speaking is the importance of involving students in as much discussion as possible. As a skills-driven course this is especially suitable, as students are encouraged to make their own suggestions based on their own experience, however limited. Classes should be geared towards as much participation as possible. Everyone has experience of all five of the skills areas treated in the course, whether in English or their own language.

Reading texts.

Throughout the book certain principles relating to efficient reading techniques should be upheld. It is not necessary to understand every word. The objective is to understand the main ideas. Detailed reading or studying of texts is neither desirable nor is it required.

The tasks accompanying reading texts mainly relate to the identification of key points and are designed to stimulate students’ thoughts and ideas on the topics included.

 

 

CONTENTS

 

 

M O D U L E 2. Telephoning.

 

Unit 4. Preparing to make a telephone call.

Objectives.

A “cold call”.

 

Unit 5. Cross-cultural communication on the telephone.

Handling complains.

Improving a conversation.

 

 

UNIT 1.

COMMUNICATION

 

“EVERYTHING THAT CAN BE SAID

CAN BE SAID CLEARLY”

Ludwig Wittgenstein (1889-1951)

Austrian philosopher

 

Communication (n) – 1. the process of giving information or of making emotions

or ideas known to someone

e.g. “There was a breakdown in communication.”

nonverbal communication (without speaking)

e.g. “One of the most powerful forms of nonverbal

communication is body language.”

communication skills

e.g. a workshop to improve teachers’ communication

skills

1a. the process of speaking or writing to someone to

exchange information or ideas

to communicate with

in communication

2. communications (plural) a system for sending information

communications system / network

3. (formal) a message such as a letter, phone call or e-mail

 

READING FOR DETAIL.

 

A Understanding a printed text

The following passage introduces the topic of maintaining good communica-

tions and relationships between managers and the people they work with.

Look at the way the passage is constructed, paying attention to the headings.

Then read through the text carefully, looking up anything you do not

understand and answer the questions given below the text.

 

CHECK YOUR UNDERSTANDING.

1. In what form should a message ideally be sent?

2. Why should you summarise your argument in order to present a recommendation?

3. How can you save the time of senior management?

4. What must a manager do, as well as thinking and initiating actions?

5. What happens to organizations in which communications are poor?

6. Are formal communications the only route by which information spreads?

7. How is ‘interesting’ information defined?

8. Is such information always complementary to the manager?

9. After a message has been sent, what is still required before communication may be said to have taken place?

10. Is it best always to write things down?

11. On what factors does the style of communication depend?

12. Name the five modes of communication used by man.

13. What is the prime need if communication is to be effective?

14. What do people tend to read or hear?

15. What is the essential purpose of any communication?

Unit 1

 

16. What should be done in order to make a communication acceptable?

 

SCAN READING.

 

TEXT 2. Read the information below about communication (some tips) and

decide which tips are good advice and which tips you disagree with.

 

Do to others as you would be done by.

 

1. Communicate only when you have something worth while to say.

2. Don’t write or speak at greater length than is necessary to convey

the message.

3. Write in such a way that the reader will find it easy to read.

4. Read carefully, concentrating on absorbing and understanding

the writer’s message.

5. Speak in ‘the language’ of you listeners – but never talk down.

6. Listen attentively to a speaker and avoid mind-wandering.

7. Help a speaker to feel at ease; encourage him to speak.

8. Where helpful, supplement words with pictures.

9. Watch speakers and listeners for “non-verbal” signals.

10. Explain mathematical information with summaries, words and

pictures.

 

WRITING.

1. Read paragraphs 1 to 9 of the first text again and complete the table.

 

What do you think is:

a) the most important about communication ………………...………………

……………………………………………………………………….……..

…………………………………………………………………..………….

b) the least important about communication modes ………………………….

……………………………………………………………………….……..

…………………………………………………………………..………….

c) a “golden rule” for a good communicator …………………………………

……………………………………………………………………….…….

…………………………………………………………………..…………

2. Write a summary of the texts you have read (the Russian language is

preferable.)

 

 

Unit 1

 

WAYS OF COMMUNICATION

 

A GOOD COMMUNICATOR

 

B. What makes a good communicator? Choose the three most important factors.

1. fluency in the language 5. a sense of humour

2. an extensive vocabulary 6. grammatical accuracy

3. being a good listener 7. not being afraid of making mistakes

4. physical appearance 8. an awareness of body language

 

C. Which words below apply to good communicators? Which apply to bad ones? Use a dictionary to know the meaning of the words.

 

articulate	coherent	hesitant	eloquent	fluent
focused	inhibited	extrovert	persuasive	rambling
	responsible	sensitive	succinct	reserved

 

D. Which of the words in Ex. C have the same meanings?

1. coincide 5. clear and easy to understand

2. reluctant to speak 6. good at influencing people

3. talking in a confused way 7. outgoing

4. able to express ideas well 8. reacting in a positive way

 

E. Complete this talk by a communication expert with the verbs from the box.

 

listen	digress	interrupt	explain	engage
	clarify	confuse	ramble

 

Good communicators really …(1)… to people and take in what is said.

They maintain eye contact and have a relaxed body language, but they seldom …(2)… and stop people talking. If they don’t understand and want to …(3)….

something they wait for s suitable opportunity.

When speaking, effective communicators are good at giving information.

They do not …(4)… their listener. They make their points clearly. They will avoid technical terms, abbreviations or jargon, if they do need to use unfamiliar terminology they …(5)… by giving an easy to understand example. Furthermore,

although they may …(6)… and leave the main point to give additional information

and details where appropriate, they will not …(7)… and lose sight of their main

 

Unit 1

 

message. Really effective communicators who have the ability to …(8)… with colleagues, employees, customers and suppliers are a valuable asset for any business.

 

Task 1. For a good communicator the following characteristics might be important.

Read the following word combinations and give their translation. The definitions below can help you do the task.

 

1. articulate speech a ………………………………………………………

2. coherent answer b ……………………………….………………….…..

3. eloquent silence c ………………………………..………...……………

4. fluent language d ………………..…………………………...…………

5. focused person e..………………………………………………...……

6. hesitant voice f..………………………………………………………

7. inhibited person g.……………………………………………………….

8. lucid mind h...……………………………………………….……..

9. persuasive document i...……………………………………………...………

10. rambling monologue j..…………………………………..………….……….

11. responsive person k...……………………………………………………..

12. sensitive person l. ……………………….………………………………

13. succinct style m ………………………………………………………

14. tongue-tied person n ………...……………………………………………..

 

1.	articulate (adj)	a.	able to talk easily, clearly and effectively about things, especially difficult subjects
b.	writing or speech that is articulate is very clear and easy to understand even if the subject is difficult
2.	coherent (adj)	easy to understand because the information is presented in an orderly and reasonable way.
3.	eloquent (adj)	a.	able to express your ideas and opinions well, especially in a way that influences people
b.	showing a feeling or meaning without words; e.g. an eloquent reminder of the horrors of war
4.	fluent (adj)	able to speak a language very well
5.	focused (adj)	paying careful attention to what you are doing in a way that shows you are determined to succeed
6.	hesitant (adj)	uncertain about what to do or say because you are nervous or unwilling
7.	inhibited (adj)	not confident or relaxed enough to do or say what you want to; e.g. to feel inhibited
8.	lucid (adj)	expressed in a way that is clear and easy to understand
9.	persuasive (adj)	good at influencing other people to believe or do what you want

Unit 1

 

10.	rambling (adj)	a.	a building that is rambling has an irregular shape and covers a large area
b.	speech or writing that is rambling is very long and does not seem to have any clear organization or purpose
11.	responsive (adj)	a.	ready to react in a useful or helpful way
b.	willing to give answers or show your feelings about something
12.	sensitive (adj)	a.	able to understand other people’s feelings and problems
b.	easily hurt, upset or offended by things that people say
c.	able to understand or express yourself through art, music, literature etc
d.	a situation or subject that is sensitive needs to be dealt with very carefully because it may offend people or make them angry.
13.	succint (adj)	clearly expressed in a few words
14.	tongue-tied (adj)	unable to speak easily to other people, especially because you feel embarrassed

 

Task 2. After suggesting your own ideas, compare your translation with the one in the Skills Checklist below and decide whether they are:

 

a) different ---- partially different ---- more different ---- absolutely different

b) the same ---- partially alike ----- more alike ---- absolutely the same

 

SKILLS CHECKLIST.

1. членораздельная, отчетливо произнесенная, четко сформулированная речь

2. связный, последовательный ответ

3. красноречивое молчание

4. беглый язык

5. сосредоточенный человек

6. нерешительный голос

7. замкнутый, заторможенный, скованный человек

8. ясный ум

9. убедительный документ

10. бессвязный монолог

11. отзывчивый человек

12. чувствительный, отзывчивый человек

13. краткий, сжатый стиль

14. косноязычный человек, лишившийся дара речи человек

 

UNIT 2.

IMPROVING COMMUNICATION

 

TEXT 1.

1. Read the text about “a breakdown” in communication and choose the best title. Write it at the top of the text.

 

1. The impact of culture on business.

2. The process of communication between companies.

3. Communication problems in our life and how to solve them.

4. Communication as a two-way process.

5. Breakdowns in communication in business.

 

TITLE: __________________________________________________________

 

A breakdown in communication is quite likely to happen if there is some kind of “social distance” between people. In organizations, people may have difficulty communicating if they are different in status, or if one person has a much higher position than the other. For example, two production workers will probably speak frankly to each other about things that are going wrong in their department. But if the Chief Executive of the company passes by and asks how thing are going, they’ll probably say, “Just fine, thank you.” It is risky to tell the truth to someone higher up in the hierarchy – they may not like what they hear and hold it against you.

For this reason, staff often “filter” information. They deliberately alter the facts, telling the boss what he/she wants to hear. They do not want to give bad news, so they give their superior too good an impression of the situation.

There is nothing new about all this. One thinks of Cleopatra and the problem she had in her military campaigns. She used to give gold to messengers bringing good news, but executed those bringing bad news. It is not surprising; therefore, that the information she received was unreliable.

One way of reducing social distance – and improving communications – is to cut down on status symbols. It is possible, for example, to have a common dining room for all staff. It is worth noting, that in Japanese companies, it is common for all the staff to wear uniforms.

Physical surroundings and physical distance limit or encourage communication. Studies show that the further away a person is, the less he/she communicates. The physical layout of an office must be carefully planned. Open-plan offices are designed to make communication easier and quicker. However, it is interesting to note that employees in such offices will often move furniture and other objects to create mini-offices.

Excellent companies use space to create good communications. The Corning Glass Company in the United States installed escalators rather than lifts in their engineering buildings because they wanted to increase the chances of employees meeting face-face.

 

Unit 2

 

Another important barrier to communication is selective perception. Put simply, this means that people perceive things in different ways. The world of the sender is not the same as the world of the receiver. (see text 1). Because their knowledge and experience is different, sender and receiver are always on slightly different wavelengths. Therefore, a manager will say something, but the employee will interpret his meaning incorrectly. The message become distorted.

Communication problems will arise from time to time. To minimize these problems managers must remember one thing. Communication should be a two-way process. Managers should encourage staff to ask questions and to react to what the managers are saying. Feedback is essential.

 

2. Read the text again and answer the questions.

1. What does “a breakdown” mean?

2. What are the reasons for a breakdown in business communication?

Name all of them in the order of appearance.

3. Do the staff speak frankly with their Chief Executive? Why? Why not?

4. How do the employees of a company behave with their top managers?

How can this problem be solved?

5. What are the advantages and disadvantages of having open-plan offices?

6. What must managers remember if they wish to improve communication?

 

TEXT 2.

1. Read the text below and answer the question: “Why are the manager and

subordinate not communicating properly?

2. Before reading look at the following words and word combinations.

They are all taken from the text below. Read them and supply the translation.

 

N	word and word combination	meaning	translation ……/…….
1.	look into	examine, investigate, consider (a matter)
2.	tied up	very busy
3.	below par	not as good as usual
4.	screw up	make a mistake (US slang)
5.	you’re out	you’re fired
6.	rush order	goods required in a hurry
7.	match	offer as much as
8.	credentials	qualifications
9.	just your cup of tea	exactly what you want, very suitable for you

Unit 2

 

10.	look it over	inspect, examine
11.	straighten it out	solve a problem, deal with a problem

 

UNIT 3.

CROSS – CULTURAL UNDERSTANDING.

 

TEXT 1. Read the text below. Identify the basic message implied by the text.

 

Internet

Research EYE CONTACT.

Search for the In many Western societies, including the United

keywords “NVC” States, a person who does not maintain “good eye non-verbal com- contact” is regarded as being slightly suspicious,

munication) to learn or a “shifty” character. Americans unconsciously

more about this associate people who avoid eye contact as unfriendly

subject. insecure, untrustworthy, inattentive and impersonal.

However, in contrast, Japanese children are taught in school to direct their gaze at the region of their teacher’s Adam’s apple or tie knot, and, as adults, Japanese lower their eyes when speaking to a superior, a gesture of respect.

Latin American cultures, as well as some of African cultures, such as Nigeria, have longer looking time, but prolonged time contact from an individual of lower status is considered disrespectful. In the US, it is considered rude to stare- regardless of who is looking at whom. In contract, the polite Englishman is taught to pay strict attention to a speaker, to listen carefully, and to blink his eyes to let the speaker know he or she has been understood as well as heard. Americans signal interest and comprehension by bobbing their heads or grunting.

A widening of the eyes can also be interpreted differently, depending on circumstances and culture. Take, for example, the case of an American and a Chinese discussing the terms of a proposed contract. Regardless of the language in which the proposed contract is carried out, the US negotiator may interpret a Chinese person’s widened eyes as an expression of astonishment instead of as a danger signal (its true meaning) of politely expressed anger.

 

Ex.1. If necessary, read the text again. Then comment on the following:

(the Russian language is possible).

1. observations about many people from the US

2. observations about the English

3. an observation about Japanese children

4. the meaning of lowering one’s eyes in Japan

5. why looking at someone for a long time may be considered disrespectful

6. the meaning of widened eyes in Chinese culture.

 

Ex.2. Suggest some basic research that you should do before receiving your visitor or before traveling. What issues should you think about?

1. ……………………………………………………………

2. ……………………………………………………………

Unit 3

 

3. ……………………………………………………………

4. ……………………………………………………………

5. ……………………………………………………………

6. …………………………………………………….……..

 

Ex.3. Compare your ideas from Ex.2 with the ideas given in the Checklist below.

 

SKILLS CHECKLIST

 

A. Before meeting business partners and fellow professionals from other countries, you could find out about their country:

a) the actual political situation

b) cultural and regional differences

c) religion(s)

d) the role of women in business and in society as a whole

e) transportation and telecommunications systems

f) the economy

g) the main companies

h) the main exports and imports

i) the market for the business sector which interests you

j) competitors

 

You might also want to find out:

a) which topics are safe for small talk

b) which topics are best avoid

 

B. If you are going to visit another country, find out about:

a) the conventions regarding socializing

b) attitudes towards foreigners

c) the extent to which public, business and private lives are missed or are kept

separate

d) conventions regarding food and drink

e) attitudes towards gifts

 

C. You might also like to find out about:

a) the weather

b) public holidays

c) the conventions regarding working hours

d) leisure interests

e) dress

f) body language

g) language

 

Unit 3

 

WRITING.

Make recommendations to your staff (in a written form) about cultural issues that may affect the communication.

 

TEXT 2.

1. The following text is about cultural diversity. Read it through once and decide which of the three statements (A, B or C) given below the extract offers the most accurate summary.

 

WHAT IS SMALL TALK?

 

Your company sends you to an important international conference in the USA. While you are traveling from the hotel to the conference centre you meet somebody who works for the Spanish division of your company for the first time. The conversation that you have will probably be what we call small talk.

 

What do people make small talk about?

 

There are certain safe topics that people usually make small talk about. The weather is probably the number one thing. Sometimes even friends and family members discuss the weather when they meet or start a conversation. Sports news is a common topic, especially if a local team is doing extremely well or badly. If there is something that you and the other people have in common, that may also be acceptable to talk about. For example, if the bus is full and there are no seats

Unit 3

 

available you might talk about reasons why.

There are also some subjects that are not considered acceptable when making small talk. Personal information such as salaries or divorce are not talked about between people who do not know each other well. Negative comments about another person not involved in the conversation are also not acceptable; when you do not know a person well you cannot be sure who their friends are. It is also not wise to continue talking about an issue that the other person does not seem comfortably with or interested in. Lastly, avoid one word answers and ask questions to show that you want to keep the conversation going.

 

 

II. Many people say that the worst part of a business meeting is lunch!

When you don’t know your business partner very well, it can be difficult to find “safe” non-business topics.

Look at the topics below and discuss which ones are safe and which might cause offence. You may add other examples of safe topics or topics that might

cause offence.

 

Personal topics: General interest topics:

Family Films

Marriage or relationships Sport

Hobbies or special interests Travel

Religious beliefs Art and architecture

 

The other person’s country: Topics people have strong opinions about

Climate World affairs

Political situation Social problems

Food/customs Environment

History Money

 

 

III. Look at the tips for small talk below. Do you think the tips are useful?

 

Tips for small Technique 1. Always wear a Whatzit.

talk.

Some people have developed a clever technique that

works well for social or corporate networking purposes.

The technique requires no special skill on your part, only

the courage to wear a Whatzit.

A Whatzit is anything unusual – a unique brooch, an

interesting scarf, a strange tie, a funny hat. A Whatzit

is any object that draws people’s attention so that they

walk over and ask: “Uh, what’s that?”

Unit 3

 

Technique 2. Whoozat?

 

What to do when you haven’t got a Whatzit…

Like a politician, go to the host and say, “That

man/woman over there looks interesting. Who

is he/she?“ Then ask for an introduction.

or

Find out about the stranger’s job, interests or

hobbies. The host might say, “Oh, that’s Joe

Smith. I’m not sure what his job is, but I know

he loves to ski.” Aha, you’ve just been given

the icebreaker you need. Now walk over to Joe

Smith and say, ”Hi, you’re Joe Smith, aren’t

you? Susan was just telling me what a great

skier you are. Where do you ski?”

 

Technique 3.

 

Boston-based company have designed a conference badge with a

difference: delegates enter information about their jobs and interests.

When they meet another person with similar hobbies, the interactive

Badges introduce the wearers and tell them what they have in common.

The aim is to make networking easier by using the badge to help start conversation.

 

SPEAKING.

 

Ex.1. What information would you put on your badge? Make a badge for yourself

and include information about:

a) your job

b) your interests outside work

c) something interesting or surprising about who you are or what you do.

 

Use no more than ten words for each topic.

 

Ex.2. Move around the room introducing yourself and shaking hands. Use the information on the badge to start a short conversation with each person. Talk to as many people as you possible and move on to a new person after one or two minutes.

 

Ex.3. Answer the following questions:

1. Did you find it easy or difficult to start a conversation?

2. What did you find most difficult?

Unit 3

 

3. Did the badges help? How?

4. What did you talk about with different people?

 

Ex.4. Do you think a badge is a useful idea to help break ice when starting a conversation?

 

Imagine you are attending a conference where you don’t know anyone. It is

first coffee break and lots of people are standing around talking. How would

you start a conversation? What techniques can you think of to join in a

conversation with a group of people? Would you use the same techniques

to break the ice with an individual?

 

GOOD BUSINESS PRACTICE.

 

A. Building the relationships

--- Be the first to say hello and introduce yourself to others.

--- Use your eye contact and smiling as your first contact with people.

--- Make an effort to remember people’s manes.

--- Be able to tell others what you do in a few short sentences.

--- Ask open questions (not questions that can be answered ‘Yes’ or ‘No’).

--- Encourage others to talk more by showing interest.

--- Respond positively to what they say.

--- Look for common interests, goals and experiences that you can talk about.

--- Be tolerant of other people’s beliefs if they differ from yours.

 

B. Good business relations

To develop a mutual understanding with your business partners, it will be important to devote some time to getting to know them through small talk and conversation.

--- Be aware of how important small talk is in the cultures you do business with.

--- If you find small talk difficult, prepare some topics before the meeting.

--- Avoid topics that could arouse strong feelings (e.g. politics, religion).

--- Prepare some questions; use open questions. (What? Where? How?)

--- Listen and respond to the other person – don’t talk too much.

--- Even if the meeting is difficult, always stay calm and polite.

--- After the meeting, say a warm goodbye and talk about the next contact.

 

 

Unit 3

 

REFRESH YOUR MEMORY (optional).

Open and closed questions.

 

Look at these conversational questions. Which are closed (can be answered with a simple “Yes” or “No”)? Which ones are open (more likely to lead to a longer response)?

1. Are you staying at this hotel?

2. What do you think of the hotel?

3. It’s very informal here, isn’t it?

4. Are you here on your own?

5. What are things like in your country?

6. What kind of business are you in?

7. Do you travel much in your job?

8. What do you like about traveling?

 

Ex.1. Read six short conversations between people who have just met at a conference and answer the questions:

1) What types of questions do people ask?

2) In which conversations do people ask open questions?

3) In which conversations do people responding sound interested and friendly?

 

Conversation 1.

A: Which company do you work for?

B: Oh, it’s just a small company. You probably haven’t heard of it.

Conversation 2.

A: Which talk are you going to this afternoon?

B: Oh, I’m going to one called ‘A merger of cultures’. It’s especially

interesting for me because my company’s recently merged with a

US company and we’re finding that there are quite a lot of differences

in the management style.

A: Oh, really? How interesting! What kind of differences have you noticed?

Conversation 3.

A: I see from your badge that you’re on the Planning Committee.

B: Yes, I am.

A: And what does that committee do exactly?

B: Oh, just planning next year’s expenditure really.

Conversation 4.

A: Have you been to this conference before?

B: Oh, yes, several times. I think this one is one of the best, don’t you?

A: Well, actually, it’s my first conference but I’ll definitely be here next year

Conversation 5.

A: The food’s good, isn’t it?

B: Hmm. Yes, it is.

Unit 3

 

A: Do you know what those things are – the ones that look like little cakes?

B: They are fishcakes. They’re quite hot and spicy. Very nice if you like spicy food!

A: I’m not very keen on spicy food.

Conversation 6.

A: What kind of job are you in?

B: I’m a geologist. I work for a gold-mining company.

A: Gold mining!

B: Yes, I carry out surveys to find out where the best gold deposits are likely to be.

 

Ex.2. Rendy Hemp from the US is visiting a customer in Taiwan. He is talking to the Production Manager of a manufacturing plant in Taipei. Read the extract of their conversation and answer the question:

“What is wrong with what the production manager says?”

 

Manager: Is this your first visit here?

Hemp: No, in fact the first time I came was for a trade fair. We

began our East Asian operations here at the 2003 Exhibition.

Manager: Shall we have a look around the plant before lunch?

 

a) What is wrong with what the production manager says?

The answer is that it breaks a “rule” of conversation. Generally, if you ask a question you should comment on the answer or ask a supplementary

question. Remember to use open questions and respond with interest.

 

(1) question

(2) answer

(3) comment

or

supplementary question

 

b) Now suggest a better version of the same conversation.

c) Compare your version with a model version given below.

 

Manager: Is this your first visit here?

Hemp: No, in fact the first time I came was for a trade fair. We

began our East Asian operations here at the 2003 Exhibition.

Manager: Ah, yes, I remember the exhibition well. So it was very successful for you, wasn’t it?

Hemp: Well, we made a lot of useful contracts, not least yourselves.

Manager: Of course…. now, shall we have a look round the plant before lunch?

Unit 3

 

PRACTICE.

 

1. You are attending a welcome party on the first evening of a conference.

Start a conversation with at least three other people.

After a few minutes, stop the conversation and move on to someone new.

Remember to:

--- use open questions

--- respond with interest

--- use a polite phrase to move on

e.g. “You’ll have to excuse me a moment…..”,

“It was good to meet you …..”

“I have to go now, but it was good talking to you ….”

 

 

2. Analysis. Answer the questions:

 

a) Were you able to think of suitable ways of starting a conversation?

b) Were you able to respond to questions?

c) How did your partner show interest?

d) Did you find it easy or difficult to move on to the next person?

 

 

3. Self-assessment. Think about your performance on the tasks. Were you able to:

 

start a conversation yes need more practice

make small talk yes need more practice

 

 

IT’S INTERESTING TO KNOW.

 

People have different areas of their life, which we can call “life spaces”. Our personal or private life space is the part which we keep to ourselves or share with our family and very close friends. Our public life space is the part that we are happy to share with the people we meet on a casual or short-term basis. People from specific cultures have a small private space and relatively large public space: those from diffuse cultures have a much larger private space.

Which are you?

 

People from specific cultures… People from diffuse cultures…..

 

seem friendly and accessible because seem hard to know because they don’t

they give information about themselves tell you much about themselves unless

freely from the very first meeting. they know you well.

Unit 3

 

have friendly relationships with a lot have a few close friends with whom

of people who are not necessarily close they have a long-term relationship and

or lifetime friends. These relationships share many aspects of their private

may seem superficial to people from lives.

diffuse cultures.

 

are happy to talk about personal don’t like to talk about personal matters with anyone they meet. matters in the context of a business

relationship.

 

 

M O D U L E 2. Telephoning.

 

Unit 4. Preparing to make a telephone call.

Objectives.

A “cold call”.

 

Unit 5. Cross-cultural communication on the telephone.

Handling complains.

Improving a conversation.

 

 

UNIT 4.

PREPARING TO MAKE A TELEPHONE CALL.

 

INTRODUCTION.

 

Many people will do everything possible to avoid telephoning in English.

For obvious reasons, using the phone has special difficulties.

However, it is worth pointing out three things you should keep in your mind.

Firstly, most of the language used on the telephone in the business context is fairly

restricted. There are numerous functions that recur repeatedly in various phone

calls.

The second point is that with increased practice, confidence develops and so does

efficient performance.

The third is that it is possible to control what happens in a telephone conversation,

to ask the caller to call back, to ask for repetition, to ask the other person to speak

more slowly, to check and to summarize information.

 

Task 1. Read the talking of Clare Macey, a director of Inter Marketing, suggesting ways to prepare for telephone calls. Then check off the suggestions that she makes that are included in the list below.

 

1. Do not try to guess what the other person will say. ……..

2. Think about your objectives from the call – any questions you

need to ask or things you need to say. ………

3. If someone calls and you are not ready for them, ask them to call

back later. ……..

4. Desk preparations: prepare the desk – paper, pen, any relevant

documentation, computer files. ……

5. Check recent correspondence, know the situation. ……

6. Have your desk calendar on hand, so you can make appointments. …….

 

If I am making a call, prediction is one thing. I have to try to guess what the other person might say – or ask. I think a lot of it is subconsciously really – it’s a subconscious preparation. But there are more conscious things too, like getting together any information I need, having the right file nearby, my diary, notepaper, a pen and also I might need some particular stuff on the computer screen. All that – what you call desk preparation – is important. Then in addition there’s specific things like checking recent correspondence, knowing exactly what’s going on – knowing what we ought ought to be doing- so understanding the situation or the relationship. Then finally, I would say that part of the preparation needs to be –if you’re making the call – you have to think about your objectives, what you want from the call, what you may need to ask or need to say. All that should be clear in

your mind. So, in conclusion, I’d stress that it’s terrible if you’re not prepared – it sounds unprofessional and it wastes a lot of time too.

Unit 4

 

Task 2. Different people have different objectives in a telephone call.

What do you think are the objectives of the people in the situations below. The first is done for you as an example.

 

Example: A Purchasing Manager who has received an incomplete delivery.

-- to tell the supplier that the delivery is incomplete

-- to arrange to get the rest of the delivery sent as soon as possible

-- (possibly) to complain about the poor service

 

a) A computer operator with a software problem calling a Software Helpline.

-- ……………………………………………………….

-- ……………………………………………………….

-- ………………………………………………….…….

-- …………………………………………………..……

 

 

b) A Sales Representative for a furniture manufacturer making a first call to Moda Design, a company which sells office furniture.

-- ………………………………………………..………

-- ……………………………………………………..…

-- ………………………………………………….…….

-- ………………………………………………….…….

 

 

c) The manager of Electronics RDC with a reservation problem calling Inter-Europe hotels.

--………………………………………….…………..…

-- ……………………………………………….….……

-- ……………………………………………….…….…

-- …………………………………………………….…..

 

 

Task 3. Read another short extract from the talking of Clare Macey. Here she is talking about being prepared for incoming calls. Tick (V) what she

recommends.

1) send a tax suggesting someone calls you – then be prepared for their call.

2) If you expect a call, think about what the other people will say or

what they will ask.

3) Check any relevant documentation or correspondence.

4) If you are busy or not ready when they call, ask them to call back later.

 

Another type of preparation – you can prepare for incoming calls.

Of course, you don’t always know when someone is going to call, but you can

Unit 4

 

have some idea just by knowing, what work is going on. So, I think, if I know someone’s going to call me … then it makes sense to think about what they’ll

be talking about and try to anticipate what they might ask or say.

In other words to predict what might come up – that way I can … maybe see if there’s anything in particular I need to find out or check before they call – or think about what I need to ask them. So, if someone calls me and I’m not really ready to talk to them I often say I’ll call back – and I’ll ring them when I am ready.

 

AFTER READING.

Discuss her recommendations. Are they good? Why? Why not?

 

Task 4. Read the following conversations. Compare the styles of the callers in the two conversations you have read. How are they different?

 

A.

Call a).

 

Media: Hello, Media Publishing, good morning.

Gerda Hoeness: Hello. My name’s Gerda Hoeness, from Frankfurt. I’d like

to speak to Mr. Stefan Pavlov please.

Media: I’m sorry – Mr. Pavlov is not here at the moment. Could I

have your name again, please?

Greda Hoeness: Yes, Greda Hoeness, that’s G-R-E-D-A- Greada,

and Hoeness, spelt H-O-E-N-E-S-S.

Media: Yes, Ms Hoeness, from Frankfurt?

Gerda Hoeness: That’s right. Could you ask him to call me when he’s got

a moment?

Media: Yes, I’ll ask him to do that. Does he have your number?

Gerda Hoeness: Yes, I think so, but in any case it’s 49-69-75-45-22.

Media: I’ll repeat that – 49-69-75-45-22.

Gerda Hoeness: Correct.

Media: Okay, thanks for calling. Mr. Pavlov will call you later today

Gerda Hoeness: Oh, that’s very good. Many thanks.

 

Call b).

 

Assistant: Hello, Harris & Co, how can I help you?

Michael: Hi, Michael Horgan here from Baylis in Miami. Is Mari

Jeangeorges there?

Assistant: I beg your pardon? Who would you like to speak to?

Michael: Mari Jeangeorges. Is she there?

Assistant: Who’s calling, please?

Michael: Michael Horgan.

Unit 4

 

Assistant: I’m sorry, Mrs. Jeangeorges has already left the office today.

Shall I ask her to call you tomorrow?

Michael: No, it’s okay. I’ll send her an e-mail.

Assistant: Oh, okay. That’ll be fine. Do you have her address?

Michael: Yeah, no problem. I’ll email her. Bye for now.

 

B. Compare the first conversation with the style of the (American) caller in the

second conversation. Discuss various styles. Comment on the effectiveness and politeness of the different speakers.

 

polite efficient rude helpless direct brief helpful

“receptionists” …….. ………. …… ……… ……. ….. ……….

 

Caller a …….. ………. …… ………. ……. ….. ……….

Caller b …….. ………. ……. ………. …… ….. ………

 

 

Task 5. Read the following conversation and answer two general questions:

 

A. a) What kind of a call is this?

b) What do you think is the relationship between the people involved?

 

Call c).

 

Tomasina: Hello, my name’s Tomasina Harks, thank you for calling

Altona, how may I help you?

John: Hello, my name’s John Curly. I’d like to speak to Fred Roper,

if I may.

Tomasina: Okay, well I’m sorry, but Fred’s on another call just now.

Can I take a message or perhaps I can help you?

John: Yes, please. Could you tell him that I called – the email he

sent me arrived but there should have been an attachment.

It came with no attachment, so can he resend the email with

the attachment? Perhaps also he could send the document by

regular mail because it could be a problem for me to read what

he sends.

Tomasina: Sure. Does he have your address?

John: No, I’d better give it to you. The email address, yes, he has that

The postal address is Auto Matrix, 270 James Road, Stretford

Road East, Manchester MU16 1DY, England.

Tomasina: Let me check that. John Curly, Auto Matrix 217…

John: No, 270 two seven zero, James Road.

Tomasina: Right, okay, 270 James Road, then did you say Stratford Road?

Unit 4

 

John: No, Streetford, S-T-R-E-T-F-O-R-D, Stretfort Road East,

Manchester.

Tomasina: MU16 1DY.

John: Correct.

Tomasina: Okay, may I have your phone number too?

John: Yes, its 0161-399 5576.

Tomasina: Right, thanks. I’ll get the message to him and he’ll do that

today.

John: Thank you very much. Goodbye.

Tomasina: Goodbye.

 

B. Read the conversation again and complete the message pad as shown below.

 

To …………………………………… () urgent

Date ……………………………………time ……….

 

WHILE YOU WERE OUT

 

M ……………………………………………………..

Of …………………………………………………….

Phone …………………………………………………

area number extension

 

() telephoned () please call

() came to see you () will call again

() wants to see you () returned your call

 

message ……………………………………………

……………………………………………………….

……………………………………………………….

……………………………………………………….

………………………………………………………

……………………………………………………….

 

Task 6. Read the following conversation and answer the questions.

A a) Is the caller ringing from inside the company?

b) Is it formal or informal?

c) What do you think is the relationship between the people involved?

 

Call d).

 

Angela: Hello.

Paul: Computer Services?

Unit 4

 

Angela: Yes.

Paul: It’s Paul Maley here from Product Support. I’ve a problem

with the email on my machine. I’ve bee trying to send a

document file to Italy and I keep getting the message back that

it’s been returned. Returned mail. (pause). I don’t understand

why. The colleague in Italy asked me about FTP. File Transfer

Protocol? I don’t know if we have that. I was trying to send my document as an attachment, but it hasn’t worked… Hello?

Angela: Yeah… what? Italy, you said?

Paul: Yes. What about this FTP … What…. Why do you think it

isn’t working?

Angela: Just a minute. I’ve just got to talk to someone here… wait a

minute…. (pause) I’ll get to Alex to call you back sometime

this afternoon. What’s your number?

Paul: What? It’s 6681. Listen….this is urgent….

 

B. Read the conversation again and complete the message pad below.

 

Computer Services User Support

TO……………………………..... Problems / inquiry:

FROM ………………………….. ………………….

TIME …………………………… …………………..

EXTENSION…………………… ………………….

DEPARTMENT………………... ………………….

WORKSTATION……………..... …………………..

NOTES………………………….. …………….……

 

DISCUSSION.

 

Compare the style of the various speakers in the last two conversations Call c) (“c”) and Call d) (“d”). How does the style change according to the speaker and the situation? Is the style used always the right one?

How can you characterize the speakers? Complete the table below.

	name	service- minded	bored & disinterested	active listening	response	encoura- gement
the called person in “c”
the called person in “d”

Unit 4

 

PRACTICE.

 

Use the following flow chart to make a complete telephone conversation.

If you need to, read the conversations again. (writing a dialogue is possible)

 

Caller Receptionist

 

(1) “Good morning, Gorliz and Zimmerman”

 

(2) Introduce yourself.

Ask to speak to Mr. Conrad Bird

 

(3) Mr. Bird is not in.

 

(4) Ask when you can connect him.

 

(5) Explain that he is out of town- offer to

take a message.

 

(6) You want Mr. Bird to call you.

Repeat your name.

Give your number.

 

(7) Confirm the information.

 

(8) End call.

 

(9) End call.

 

Now read a model answer.

 

Reception: Good morning, Gorliz AND Zimmerman.

Lara Camden: Hello, my name’s Lara Camden from Bulmer Cables Ltd.

Please could I speak to Mr. Conrad Bird?

Reception: I’m sorry, but Mr. Bird is not in at the moment.

Lara Camden: I see. When do you think I could contact him?

Reception: Well, at the moment he’s away. Would you like to leave a

message?

Lara Camden: Yes, perhaps you would ask Mr. Bird to call me? My name’s

Camden, Lara Camden, on 020 8299 462.

Reception: 020 8299 462, Lara Canden. Okay?

Lara Camden: Er…. Camden. C – A – M – D – E – N.

Reception: Oh yes, sorry! I’ve got that now.

Unit 4

 

Lara Camden: Thank you. I look forward to hearing from Mr. Bird.

Reception: It’s a pleasure. Thanks for calling. Bye for now.

Lara Camden: Goodbye.

 

A “COLD CALL”

 

Task 7. Read the following conversation between Dominique Person and Walter

Barry and guess what “a cold call” means.

Dominique Person is Perso