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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.
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name
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service- minded
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bored & disinterested
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active listening
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response
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encoura-
gement
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the called person in “c”
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the called person in “d”
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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 Personal Assistant to Jacques Le Grand, Production
Controller in Compagnie Tarbet Garonne (CTG), A Canadian
manufacturer of paints and varnishes. M. Le Grand has asked not to be disturbed by unsolicited sales calls. Walter Barry from Dallas, Texas would like to speak to M. Le Grand.
Answer the questions about the conversation below.
1. What is Dominique trying to do? What is her objective?
2. What suggestion does Dominique Person finally make to a caller?
CTG: Bonjour, ici la CTG.
Walter Barry Good morning, Walter Barry, here, calling from London.
Could I speak to M. Le Grand, please?
CTG: Who’s calling, please?
Walter Barry: I’m sorry – Walter Barry, from London.
CTG: What is it about, please?
Walter Barry: Well, I understand that your company has a chemical
processing plant. My own company, LCP, Liquid Control
Products, is a leader in safety in the field of chemical
processing. I would like to speak to M. Le Grand to discuss
ways in which we could help CTG protect itself from
problems and save money at the same time.
CTG: Yes, I see. Well, M. Le Grand is not available just now.
Walter Barry: Can you tell me when I could reach him?
CTG: He’s very busy for the next few days – then he’ll be away
in New York. So it is difficult to give you a time.
Walter Barry: Could you ask him to ring me ?
CTG: I don’t think I could do that – he’s very just now.
Walter Barry: Could I speak to someone else, perhaps?
CTG: Who in particular?
Walter Barry: A colleague, for example?
CTG: You are speaking to his Personal Assistant. I can deal with
calls for M. Le Grand.
Walter Barry: Yes, well …. Could I ring him tomorrow?
CTG: No, I’m sorry he won’t be free tomorrow. Listen, let me
suggest something. You send us details of your products and
Unit 4
services, together with references from other companies and
then we’ll contact you.
Walter Barry: Yes, that’s very kind. I have your address.
CTG: Very good, Mr. …..er..
Walter Barry: Barry, Walter Barry from LCP in London.
CTG: Right, Mr. Barry. We look forward to hearing from you.
Walter Barry: Thank you. Goodbye.
CTG: Bye.
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