1. Learning Objectives  Practicing the routine formulas used for making business calls  Understanding business telephone manners and etiquette  Writing a memo

2. ◆ Speaking Task ◆ Warm-up Practice ◆ Listening Task ◆ Follow-up Practice ◆ Writing Task ◆ Reading Task

3. We need to discuss some questions about what we are going to learn in this unit. Sure, that’ll help us understand better about what we are asked to do.

4. 1. Discuss the following questions 1 ） Discuss in pairs or groups what kind of phone calls you would like to receive. 2 ） Before making a business phone call, what preparations do you think are necessary? 3 ） Except the language you use in a phone conversation, what else can contribute to the impression made?

6. 1. Why is the telephone considered to be one of the most powerful, efficient and cost-effective business tools you have at your disposal? Practicing good business telephone skills helps encourage clear lines of communication, build rapport and avoid misunderstandings. 2. Which do you think are the five most important tips? (Open) 3. Which of the tips do you disagree with? Why? (Open) 4. Which of the tips do you already follow when making or receiving call in English? (Open) 5. Which of the points do you feel least confident about if you’re using English on the phone? (Open) 6. What aspects of telephoning in English can be improved by more practice? Almost all the aspects can be improved by more practice. 7. Can you add more tips as advice when making business calls? (Open) 2. Read the passage (3.3) and answer the following questions:

7. GOLDEN RULES Plan your call by making notes beforehand. Talk slowly and clearly. Listen carefully to what the other person says. Note down important details (numbers, spellings, dates and times, etc.). Check back that you have understood important details correctly. Follow up the call with a fax, e-mail or letter, confirming the details.

8. BEFORE MAKING A CALL Before making an outgoing call make sure you always have:  Clarified in your mind the reason or objectives for the call.  The correct documents to hand.  A message pad and pen/pencil near the telephone.  The phone number/extension.  The name of the person you are calling/a second contact, i.e. Secretary name.  A note of the points you wish to raise.

9. WAYS OF ANSWERING THE TELEPHONE IN A COMPANY - Good morning/afternoon! Golden Star International (=company name). - Hello, Sales Department (= name of department). - Peter Johnson (=name of manager in own office).

10. WAYS OF FINISHING TELEPHONE CONVERSATIONS  Bye.  Goodbye.  OK, bye.  I’ll get back to you later on.  See you on Thursday, then…  OK, thank you for calling. I’ll make sure you get a new price list immediately. Bye.

11. MAKING BUSINESS CALLS Do’s - Make clear who you are and who the company is. Create a welcoming atmosphere straight off - Know your office departments and the people within them. Have a list on hand with departments, names, extension numbers and specific job titles. - Always CONFIRM that you have (or have not) understood each point that ’ s been made. - Make sure you sound POLITE and AGREEABLE. - Make sure your call is BRIEF. - Make sure that you sound EFFICIENT — your firm ’ s image may be at stake, even if you ’ re just taking a message. - Smile while you ’ re talking. Your listener can ‘ hear ’ your smile. - Send a follow-up e-mail, fax or letter to confirm any important details (especially prices and numbers), so that you both have a written record.

12. MAKING BUSINESS CALLS Don'ts - Don’t leave a phone ringing for more than four rings - Don’t try to be funny—you may be misunderstood. - Don’t interrupt the other person: let them finish what they want to say. - Don’t talk too fast. - Don’t do other tasks at the same time you are calling. Concentrate on the caller!! - If the call was transferred, don’t pass a client from one person to another. - Don't leave a caller on hold for long periods of time. If you are going to take time to help a caller as for their telephone number and call them back when you are able to help. - Don’t pretend you have understood when you haven’t. - Don’t rely on your memory: make notes during a call and rewrite these notes immediately afterwards as a record of the call.

13. CHECKLIST FOR BUSINESS PHONE CALLS  Do you sound agreeable, polite and efficient?  Do you sound natural and sincere?  Does your tone create the right impression?  Are you speaking clearly?  Have you covered the essential points?  Is the information you’re giving correct?  Is it the kind of call you would like to receive yourself?

14. In this part you will listen to a passage about telephone manners and a telephone conversation. Try to finish the exercises while listening. Are you ready?

15. 1) What are telephone conversations expected to do?  They are expected to follow certain rules of etiquette to help make the experience pleasant and productive for all those involved. 2) What should you do first when you make a business call?  You should first identify yourself and your company. 3) If you're routed to a receptionist or operator, whose name should also be included?  The name of the person you're trying to reach. 4) When you are connected with the person, what do you need to do?  You need to state the purpose of your call and then be sure to ask if you are calling at a convenient time. 3.1.1 Listen to the passage and answer the following questions.

16. 5) How should you answer the phone?  You should make sure your first vocal impression is a good one by trying to answer the phone as pleasantly and professionally as possible. 6) When receiving an incoming call, what might be easier on the listener?  It might be easier on the listener to say, “Thank you for calling Pacific Edge International. This is Mary Robert. How may I help you?” 7) What should you do if you have to leave a message or voice mail for someone?  You should speak clearly and slowly and leave your name, phone number, and a brief message.

17. 3.1.2 Listen to a telephone conversation. As you listen, complete the table below. CallerPerson called Original appointment Result of change New arrangement Bob RossAndrea Brickwood On FridayAustralian visitor with change of itinerary meeting on Tuesday 12 June, 11.30

18. In this part you are going to read two dialogues in pairs and then you will be asked to answer some questions about what you have read. Please read louder!

19. 3.2.1 Dialogue Mark is calling Peter to talk to him about something urgent. 1) Who did Mark talk to in the telephone conversation?  The receptionist and Peter’s secretary. 2) Who did Mark want to speak to?  He wanted to speak to Peter Brown. 3) Why couldn’t Mark talk to Peter?  He was out for a meeting and wouldn’t be back till 3. 4) Why did Mark want to talk to Mr Brown in person?  Because he wanted to talk to him about something rather urgent. 5) Why didn’t Mark try Mr Brown’s mobile phone?  He did, but his mobile phone was off all the time. 6) What did Mark ask the secretary to do?  He asked the secretary to tell Mr Brown to call him back as soon as he returned.

20. 3.2.1 Dialogue Carl and Steve are talking about how to make business calls effectively. 1)Why do many businesses consider the telephone as their important link with their customers ？ Because a telephone call is very often the first contact a potential customer has with a business. 2) What functions do business telephone calls play? Orders are taken, progress is checked, suppliers are contacted, advice is requested and given, and complaints are heard. 3) What advantages does using the telephone for company business have over writing letters? The telephone is less expensive; and the telephone projects a live voice, a real person, who can both listen and respond to a situation. 4) What is the potential problem that telephone communication poses ? It may project the wrong image or attitude. 5 ） Why can’t you spend time talking around your subject or about the weather in a business call? The call is made because someone has a request or problem, we should get to the point just as quickly as you would in a business letter. 6) How would you react if the other person on the line is rude and hostile? (Open)

21. In this part you are going to learn how to write memos.

22. PURPOSES THAT MEMOS SERVE The term “memo” (short for memorandum) is used to describe the standard format of internal communication, which an organization uses for its own staff. Memos usually serve the following purposes: ● Give instructions or notify events which have occurred; ● Seek information ● Offer ideas and suggestions

23. General Format of Memos Usually a memo should contain headings, which follows this general format: TO: --Identify the receiver of the memo; FROM: --Identify the sender of the memo; DATE: -- Serves as a record of when information is forwarded; SUBJECT: -- Indicate the topic of the memo.

24. GUIDELINES 1.Keep memos short. Use short words and short sentences. Deal with only one idea in any one paragraph. Complete sentences are not essential. If you list points you use fewer words. 2.State your purpose clearly. Write an informative subject line and present your material in order of importance. Divide your data into sections and number each point if this clarifies a sequence or ranks the information. Use subheadings to achieve this result in longer memos. 3. Use face-to-face language. Use the active tense. Be direct and personal. Let your memos be more like an extension of conversation. 4. Monitor background signals and tone. Memos contain non-verbal messages whether you want them to or not. Before you send a memo, read it aloud to yourself or to a colleague. It sounds artificial, or like a parent chastising a child, rewrite it. 5. Allow sufficient time for replies.

25. Writing Steps Step 1: Identify the task ● Read the memo instruction carefully; ● Specify the purpose of the memo. Step2: List the points ● List the points to be covered in the memo; ● Arrange the points in a logical order; ● Add any part if necessary. Step 3: Write the memo ● Fill in the layout with all points above; ● Use brief but complete sentences; ● Use appropriately polite tone. Step 4: Check the memo.

26. Sample Memo MEMORANDUM TO: Department Managers FROM: Edward Smith, Human Resources Manager, DATE: 26 May, 2006 SUBJECT: In-service E-commerce training From June 10 E-commerce Class will be held on Saturdays for five weeks. There will be 2 groups: intermediate level and advanced level. Please encourage your staff to attend one of the sessions. All teaching materials will be provided for free. Please send me the names of all interested staff by next Friday. These staff will take a test the week before the course starts. Enclosure: Teaching Program

27. ● Asking him to visit the dispatch department and urging them to dispatch the order; ● Specifying the goods, quantity and the deadline for dispatch; ● Adding any relevant information you can think of; ● Write 50-60 words.. Writing Practice You are the Sales Manager of a foreign trade company. Recently you received a fax from an American customer complaining of the late delivery of his Order No.566 for 2000 color TV sets. Then you looked into the matter and found it was the fault of your dispatch department. Write a short memo to your assistant, Alan Chen:

28. Practice makes perfect We will practice what we have learnt in this unit. Yes, let’s do it!

29. 1. Questions and Answers What would you say? 1. A: Good morning. Marketing Manager’s Office. Can I help you? B: _______________________________________________ 2. A: May I ask who’s calling, please? B: _______________________________________________ 3. A: _______________________________________________ B: Do you know when he will come back? 4. A: I’m sorry, I’ve no idea. Would you like to leave a message? B: _______________________________________________ 5. A: Hello, Ms Jones. What can I do for you? B: _________________________________________________ 6. A: Mr Smith is tied up on another line. Could I put you on hold for a minute? B: _________________________________________________ 7: A: _________________________________________________ B: Sorry, there’s no one by the name of Henry here. 8. A: _________________________________________________ B: Sorry the line is engaged. 9. A: Could you put me through to the manager’s office? B: __________________________________________________ 10.A: I’m afraid he isn’t in at the moment. What can I do for you then? B: __________________________________________________

30. 2. Making appointments using diaries Directions: With a partner, making appointments for next week using these diaries. After you have finished this activity, make appointments with your partner using your own diary. Person A Mon 12Tues 13Wed 14Thurs 15Fri 16 9:00freemeet customer freebusiness trip visit from CBB 11:00meeting 1:00plant visitsection meeting sales meeting 3:00free 5:00free

31. Person B Mon 12Tues 13Wed 14Thurs 15Fri 16 9:00staff meetingwrite reportfreeplant visitmeeting 11:00meet customer visit from ABM 1:00budget meeting visit ICBfree 3:00visit plant 5:00

32. 3. Presentation Practice Work with your partner or in a small group to discuss one of the following topics. After discussion, choose representatives to give a short presentation on the topics you have discussed.  The differences between personal calls and business calls  How to place and receive telephone calls expertly?  My advice on making business calls

33. 4.Translation Practice 1. 我打电话是想看看你是否有空和我面谈你们明年销售计划的事情。 I’m calling to see if you have any time to meet with me to discuss your sales plan next year. 2. 我有些很重要的事情要和王先生核对一下，这事很急，下午 2 点前我必须与他取得联 系。 I have something very important to go over with Mr Wang. It’s urgent. I have to reach him before 2 o’clock. 3. 我们经理正忙得脱不开身。请留下你的姓名和电话号码，我请他有空就给你回电。 Our manager is tied up at the moment. If you leave your name and phone number, I’ll have him call you back as soon as he’s available. 4. 如果我现在就打电话告诉他我们要撤消订货怎么样？ What if I call him now and tell him that we want to cancel the order? 5. 商务电话被看作是与客户进行联系的极其重要的纽带。 Business calls are regarded as the most important link with customers.

34. 6. 我们许多商务工作，如接订单、检查进展情况、与供货商联系、征求和提出建议、 处理投诉，都是通过电话进行。 A lot of our business work, such as taking orders, checking progress, contacting suppliers, requesting and giving advice, and hearing complaints, is done all over the telephone. 7. 使用电话处理公司业务与写信相比有许多优点。 Using the telephone for company business has many advantages over writing letters. 8. 正因为每天许多人通过电话做生意，所以树立良好的电话形象对公司的成败尤为重 要。 Since every day quite a few people transact business over the telephone, establishing a positive telephone image is obviously important to the success of the company. 9. 打商务电话时，不需拐弯抹角。正如在商务书信中一样，开门见山，切入要点。 In a business call you don’t need to spend time talking around the subject. Just get to the point as you would in a business letter. 10. 有时一些客户的要求毫无道理。但是只要我们尽量有礼貌、客气，同时也能心平气 和，我们甚至可以留住他们中的一些作为今后的客户。 Sometimes some customers’ demands are unreasonable. As long as we try to be polite, courteous and even disarming at the same time, we can retain even some of these individuals as future customers.

35. 5. Role Play 1) Work in pairs. A is going to the United States for a short training course. A receives a phone call from B, a business friend whom A knows quite well. B invites A to visit his or her company during A’s stay in the United States. A is talking on the phone about the arrangements. The following points should be covered in the phone conversation. —— greeting —— information about your stay in the United States —— inviting and accepting invitation —— arranging the time and place of the visit —— saying good bye

36. 2) You are calling the ABC Company about the ad for sales persons. You want to apply for the position. Inquire as much information as you need. 3) You will be going overseas next week on a business trip and you want to meet with Mr Nelson, your customer in London, to discuss about your sales plan next year. Call him up to make an appointment. 4) You are phoning one of your customers whom you have something urgent to talk to. However, he/she is not in. Leave your name and number.