CORPORATE ENGLISH

LIBARDO GONZALEZ ALVAREZ ON DUTY: COMPLETE GUIDE

OnDuty!

Libardo Gonzàlez Àlvarez

Complete corporateEnglish Preparationprogram


FOREWORD

Whether your job title reads Administrator. Secretary, Coordinator, or any number of otherdescriptions, you are a key member of your organization. In fact, you are your organizationto many people. For example, when you are on the telephone or responding to a letter youspeak for your organization.

This book was written in honor of you and the valuable contributions you make daily to yourmanagers and organizations. I felt it was important to publicly acknowledge the efforts andhard work that you do, I, too, was once an executive assistant and I know the difficulties,challenges, and rewards that come with that job. I spent more than four years in the role,which supported me while I earned my college degree. I learned a lot of from the variousmanagers I supported over those years, and that learning, coupled with research andtraining done as part of my business, led this book.

I also know this job is not easy, and it is not for everyone. This is a complex and challengingrole that requires a multitude of skills, a positive attitude, and an acceptance of constantchanges that are a definite part of the job.

This book is about empowering administrative support staff to take risks with managers andcoworkers that will forever change society and the business community`s beliefs about you,beliefs that have prevailed for more than forty years. I believe that if you are to make a realdifference in the business world, you must first believe that it is possible to make adifference. Collectively, administrative support staffs have tremendous power and need tolean how to use it appropriately.

Imagine what would happen if all administrative support staff walked off their jobs today.Where would that leave their managers of the others who rely on them to fulfill a role thatno one else can? Better yet, imagine what it would be like if managers had to do the job oftheir assistant as well as their own. Let`s face it- the ramifications would be disastrous, nojust for management but also for the company`s ability to function as a whole. The impactwould also be devastating for the profitability of the organizations.

Despite knowing this. Many managers and support staff still have an outdated perspectiveon the role of the assistant. Even though managers may see their assistants as functionalparts of the organization, they don’t acknowledge the expanded and critical role they play.Despite the increasing importance of the manager-assistant relationship, few organizationsput any emphasis on strengthening that link or on solving the problems that arise. As aresult, the relationship can suffer from a lack of clear communication, active teamwork, andwell-defined expectations and goals. Those problems affect not just employee morale butalso the organization`s bottom line.


The valuable office professionalism is about helping administrative support staff takeaccountability for the quality of their work life, since we spend more time at work than we doanywhere else.

This book also argues that managers and assistants must work together as partners, not astwo individuals attempting to achieve separate goals. There are a multitude of tools, tipsand interactive exercises to help assistants meet the challenge of working as partners withtheir managers especially when the managers don`t see or want to see their assistants aspartners or counterparts. We focus on attaining new knowledge, empowering teamwork,and inspiring professionalism in the workplace in order to bridge the communications andwork style gaps that exist between support staff and those they work with. Assistants willlearn the importance of becoming more responsible for their role and for their own jobsatisfaction.

Libardo González Álvarez

TEFL-TKT Trainer


THE IMPORTANCE THE LISTENING AND SPEAKING SKILLS IN THE OFFICE

The secretary of office worker in the person who presents

the company or institution on the phone or in person when

a customer or visitor makes the fist contact. This contact is

of enormous importance, since it must project the image of

the company: politeness, efficiency, reliability and

willingness to help regular clients and attract new ones.

This contact may contribute to building up the company`s

prestige, so it has to be successful.

The person receiving a foreign visitor or a message must be able to understand and to

make himself or herself understood. How can the secretary or office worker prepare to

achieve such a goal? Buy developing certain abilities or skill which will enable him or her to

understand and produce the English language that is most frequently used in these

situations. That`s what we intend to do in the next five lessons

P A R T 1


LESSON 1: MAKING CONTACT

SITUATION__CD # 1___________________________________________________________

Mr. Chi of the Chinese Enterprise Group (CEG) wants to contact Mr. Jenkins in New York.

Switchboard Operator: The US Company, may I help you?

Mr. Chi: Could I have Mr. Jenkins in the Overseas Sales Department,please?

Switchboard Operator: One moment please, I`ll connect you.

KEY EXPRESSIONS_CD # 2___________________________________________________________

TAKING THE CALL RESPONDIENDO UNA LLAMADA

* Answering the switchboardThe US Company, may I help you?Good morning. The US Company.The US Company, can I help you?

* acknowledging a requestOne moment, I will connect youOne moment please, I am going to put youthrough.Hold the line please.

* answering an extensionOverseas SalesHello.Hello. Overseas Sales Department

* Confirming your identitySpeakingThis is Mr. ThomsonMr. Thomson speaking

* Responder en el conmutadorLa empresa de EE.UU., ¿puedo ayudarle?Buenos días. La empresa de EE.UU.La empresa de EE.UU., ¿puedo ayudarle?

* Reconociendo una solicitudUn momento, lo voy a conectarUn momento por favor, ya lo voy a pasar.Espere en la línea, por favor.

* Respondiendo una extensiónventas en el extranjeroHola.Hola. Departamento de Ventas en el extranjero

* Confirmando su identidadLe hablaEste es el señor ThomsonLe habla el Sr. Thomson


CD # 3

MAKING THE CALL HACIENDO UNA LLAMADA

* Getting through the switchboardCould I have Mr. Thomson in the OverseasSales Department, please?Could you give Mr. law, please?Could you connect me with Overseas Sales,please?

* Asking for someone by nameMr. Thomson please.Is Mr. Thomson in?Is Mr. Thomson there please?

* Identifying yourselfThis is Mr. Chi from the Chinese EnterpriseGroup in Beijing.It`s Mr. Chi of CEG Beijing here.

* Preguntando por alguien a través del conmutador¿Podría pasarme al Sr. Thomson, en el

Departamento de ventas en el extranjero, por favor?¿Podría pasarme al señor ley, por favor?¿Me podría conectar con ventas en el extranjero, por

favor?

* Pidiendo a alguien por su nombre¿Me pasa al Sr. Thomson, por favor?¿Está el Sr. Thomson?¿Está el Sr. Thomson, por favor?

* Identificándose así mismoEste es el señor Chin del Grupo de la Empresa de

China en Beijing.Soy el señor Chin, del CEG de Beijing

ACTIVITIES:________________________________________________________________________

1. Practice making calls with these roles.

Student A Student B

MAKE CALL 1Try and contact Mr. Ivanovich at The GermanCompany. He works in the AccountantDepartment.

TAKE CALL 2You are on the switchboard at the Bank of Spain.

MAKE CALL 3Try and contact Mr. Hitmachi in the TransportDepartment at the Nippon Enterprise Group.

TAKE CALL 4You are the switchboard operator at LecInternational Bank.

TAKE CALL 1You are the switchboard operator at The GermanCompany.

MAKE CALL 2Try and contact Pilar Rodriguez on the ForeignExchange Desk at the Bank of Spain.

TAKE CALL 3You are on the switchboard on the NipponEnterprise Group.

MAKE CALL 4Try and contact the Overseas Credit Department atLec International Bank to speak to Peter Huckson.


2. Student A and Student B swap roles

3. Make a list of people you telephone in English and practice making contact with them. Use

some business cards provided for your teacher to get extra practice.

LESSON 2: WHEN THE PERSON CALLED IS OUT

SITUATION_____________________________________________________________________

Mario Ross needs to speak to Martin Kwints. But he isout when Mario Calls and a colleague answers hisextension. Mario asks when Martin will be back in theoffice and says he will call again.

DIALOGUE. CD # 4

Switchboard operator: the UK firm, can I help you?

Mario Ross: Could I have extension 4173 please?

Switchboard operator: I`m sorry, that line`s busy. Will you hold?

Mario Ross: Yes

Switchboard operator: I can put you through now sir

Colleague: Hello

Mario Ross: Could I have Martin Kwints, please?

Colleague: I`m sorry, he`s not in at the moment. May I take a message?

Mario Ross: No, it is all right, thanks, I`ll call back. When do you expect him back?

Colleague: About four o`clock

Mario Ross: OK, I will call back then. Goodbye

Colleague: Goodbye


KEY EXPRESSIONS__CD # 5__________________________________________________________

TAKING THE CALL RESPONDIENDO LA LLAMADA

* Saying an extension is busyI am sorry, that line`s busy. Will you hold?That lines is busy right now. Shall I put you onhold?That extension is engaged. Would you care tohold?

* When a busy line becomes freeI can put you through now, sirPutting you through.Go ahead sir. You`re connected.

* Saying someone is outI`m sorry, he`s not in at the momentI`m afraid he`s out of the office.I`m afraid there`s no reply from that extension.

* Offering to take a message.May I take a message?Can I give him a message for you?Would you care to leave a message?

* Decir que una extensión está ocupadaLo siento, esa línea está ocupada. ¿Desea

esperar?Las líneas están ocupadas en este momento.

¿Desea que lo pongan en espera?Esa extensión está ocupada. ¿Desea esperar?

* Cuando una línea ocupada se queda libreYa lo puedo comunicar, señorYa lo comunico.Adelante señor. Usted está conectado.

* Decir que alguien está fueraLo siento, él no está en este momentoQué pena pero él está fuera de la oficina.Qué pena pero no creo que tenga ninguna

respuesta de esa extensión.

* Ofrecerse a tomar un mensaje.¿Le puedo tomar el mensaje?¿Quiere que le dé un mensaje de su parte?¿Desea dejar el mensaje?

TAKING THE CALL HACIENDO LA LLAMADA

* Asking for an extension by numberCould I have extension 4145, please?Extension 28, pleaseCould you give me extension 237, please?

* Saying you`ll call back?I`ll call back.I`ll call laterI`ll call again around four o`clock

* Asking when someone will be backWhen do you expect him back?Do you know when he`ll be back in theoffice?What time will he be back?

* Pedir una extensión por el número¿Podría comunicarme con la extensión 4145, por

favor?La Extensión 28, por favor¿Podría comunicarme con la extensión 237, por

favor?

* Decir que volverá a llamar?Yo vuelvo llamar más tardeYo vuelvo llamar más tardeYo vuelvo a llamar de nuevo a las cuatro

* Preguntar a qué hora alguien estará de regreso¿Cuándo cree de él vuelva?¿Sabes cuándo él estará de regreso en la oficina?¿A qué hora va a estar él de vuelta?


ACTIVITIES: _____________________________________________________________

1. Practice making calls with these roles. Then swap them.

LESSON 3: LEAVING A MESSAGE

SITUATION_____________________________________________________________________

Mr. Lee at Central Business Company (CBC) in Hong Kong wants to speakto Stefanie Rodman in Toronto; she is not available when he calls, so heleaves a message for her to call him back.

DIALOGUE

Secretary: Stefanie Rodman’s office

Mr. Lee: Stefanie Rodman, please

Secretary: I`m sorry. Mrs. Rodman is in a meeting right now. May I take amessage?

Mr. Lee: Well, I do need to speak to her. Do you know when she`ll befree?

Secretary: She should be free later this afternoon.

Student A Student B

MAKE CALL 1Call Mary Richer on extension 243 at the AustralianFranchise Association (AFA)

TAKE CALL 2Your colleague at the Bank of Spain. ManuelaRamirez, is not today so you are answering herextension (32). Her phone rings.

MAKE CALL 3Call Martha Muller on extension 325 at the FrenchCompany.

TAKE CALL 4You are the switchboard operator at the USCompany. Mr. Law`s extension is engaged.

TAKE CALL 1You are on the switchboard at the AustralianFranchise Association (AFA). Mary Richer`s line(extension 243) is busy.

MAKE CALL 2You want to speak to Manuela Ramirez onextension 32 at the Bank of Spain. The switchboardoperator is putting you through.

TAKE CALL 3You are the switchboard operator at the FrenchCompany. There`s no replay from Martha Muller`sextension

MAKE CALL 4Call Mr. Law in Overseas Sales at The US Company.


Mr. Lee: I see. Well, this is Mr. Lee of Central Business Company in Hong Kong. I wonder if youcould have her call me back.

Secretary: Certainly. What was your name again, please?

Mr. Lee: My name is Mr. Lee From Central Business Company in Hong Kong.

Secretary: And what number are you on. Mr. Lee?

Mr. Lee: My number is 288 3421. The code for Hong Kong is 534.

Secretary: Right. So that`s Mr. Lee of Central Business Company in Hong Kong and Mrs. Rodmancan reach you on (534) 288 3421, is that right?

Mr. Lee: Yes, that`s right. I`ll be in all afternoon.

Secretary: Fine. I`ll give her the message Mr. Lee.

KEY EXPRESSIONS____CD # 6_____________________________________________________

TAKING THE CALL MAKING THE CALL

* Answering an extensionStefanie Rodman’s office.Stefanie Rodman’s SecretaryStefanie Rodman’s phone.

* Saying someone is not availableI`m sorry. Mrs. Rodman is in a meeting right now.Mrs. Rodman isn`t at her desk at the moment.

* Saying when someone will be freeShe Should be free later.She`ll be free in an hourShe won`t be available until 5 p.m.

* Checking a caller`s name and numberWhat was your name again, please?Could I have your name again?Could you spell your name please?What number are you on?What`s your number?Does Mrs. Rodman have your number?

* Confirming you`ll pass on the messageFine. I`ll give her the messageI`ll make sure that she gets the message.

* Asking for a return callI wonder if you could have her call me backCould you ask her to call me as soon as possible?

*Giving your nameMy name is Mr. Lee from Central BusinessCompany in Hong Kong.It`s Mr. Lee of CBC in Hong Kong

* Giving your numberMy number is 288 3421. The code for Hong Kong is534You can reach me on Hong Kong 288 3421My number here is 288 3421.

* Confirming your messageYes, that`s right. I`ll be in all afternoonThat`s it. I`ll be here till 3 p.m.That`s correct.


ACTIVITIES: ____________________________________________________________

Practice making calls with these roles. Then swap them.

LESON 4: THE WRONG NUMBER

SITUATION______________________________________________________________________________

Albert Roberts wants to contact Tom Dean but he gets the wrong number. The following exampleof the standard conversation shows what to do in these occasions.

DIALOGUE

Switchboard Operator: May I help you?

Albert Roberts: Could you please connect me with yourPurchasing Officer. Mr. Dean?

Switchboard Operator: I`m sorry, I think you have thewrong number, what number are you calling?

Albert Roberts: Isn`t that 322 4343

Switchboard Operator: No, this is 322 4363

Albert Roberts: Oh, excuse me, I do have the wrongnumber.

Switchboard Operator: No Problem, good bye.

Student A Student B

MAKE CALL 1You are Vernon Law. You want to speak to Lisa Hunkat Orlando Fashions. The switchboard operator isputting you through.

TAKE CALL 2You work with Sam Flank at Lec International Bank.He`s on the other line and won`t be free for a while.Take any message for him.

TAKE CALL 1You are Lisa Hunk`s secretary at Orlando Fashions.She`s in a meeting at the moment, but she`ll befree later. Take any message for her.

MAKE CALL 2you are Robert Bond and you want to speak to SamFlank at Lec International Bank. The switchboardoperator is putting you through.


Albert Roberts: Goodbye.

KEY EXPRESSIONS________________________________________________________________


* Telling callers they have the wrong numberI`m sorry, I think you have the wrong number.I`m afraid you have the wrong numberThis is 22 4363

* Asking callers what number they wantedWhat number were you calling?What number did you want?What number did you dial?

.

* Checking you have the right numberIsn`t that 311 4343?Is this 311 4343?Is that the UK Company?

*ApologizingOh, excuse me. I do have the wrong number.Oh. I`m sorry. I`ve dialed the wrong number.I`m sorry. I wanted 311 4343

ACTIVITIES:_____________________________________________________________________________

Practice making calls with these roles. Then swap them.

LESSON 5: COMMUNICATION PROBLEMS

SITUATION______________________________________________________________________________

Ridgan Rovamovich receives a call from James Stevens. Mr. Stevens is interested in the possibility ofa joint venture with Mr. Rovamovich`s company, but they have a few communication problems.

Student A Student B

MAKE CALL 1You want to speak to Mr. Pashed on New Delhi6528765

TAKE CALL 2You are on the switchboard at a small company inLos Angeles. Your telephone is (231) 234 5463. Noone by the name of Chee works for your company

TAKE CALL 1You are Lisa Hunk`s secretary at Orlando Fashions.She`s in a meeting at the moment, but she`ll be freelater. Take any message for her.

MAKE CALL 2you are Robert Bond and you want to speak to SamFlank at Lec International Bank. The switchboardoperator is putting you through.


DIALOGUE

Ridgan Rovamovich: Rovamovich

James Stevens: Ah, yes, Mr. Rovamovich. It`s James Stevens hereagain. I don`t know what happened there. We were cut off somehow,and now this is a terrible line…

Ridgan Rovamovich: I`m afraid you are speaking a bit too fast for me.Could you please speak a little slower Mr. Stevens?

James Stevens: Oh. I`m sorry. I said we were cut off somehow. Andnow there`s a lot of interference on this line. I think I`ll have to call you back

Ridgan Rovamovich: Inter…what? I`m sorry. I don`t know this word. What does it mean?

James Stevens: Interference? It just means there`s a lot of noise on the line so it isn`t very clear.

Ridgan Rovamovich: Ah. I see. No, it isn`t very – I can hardly hear you.

James Stevens: I`m going go hang up and call you back. OK?

KEYEXPRESSIONS________________________________________________________________________


* Saying you don`t understandI`m afraid you`re speaking a bit too fast for me.Inter…what. I am sorry. I don`t know this word,what does it mean?I`m afraid I don`t understand what you mean.I`m afraid I don`t follow you exactly.What exactly do you mean by that?

* Asking for help.Could you please speak a little slower?Excuse me I didn`t catch that.Sorry. Could you repeat that again, please?Sorry. How do you spell that?Can you speak up a bit?

* Describing line problemsWe were cut offThis is a terrible lineThere`s a lot of interference in this lineI`m afraid I can hear you very well.I`m afraid we have a crossed line.It`s very noisy here – I can hardly hear you.

*Suggesting a solutionI think I`ll have to call you backCan you call back?I`m going to hang up and call you backCould you try calling back?

ACTIVITIES: _____________________________________________________________


You are going to hear several telephone calls. Make a list according to the type of conversationyou hear.

LESSON 6: A PERSONAL INQUIRY

SITUATION______________________________________________________________________________

Marco Pantony is updating his record at the American Magazine Press in Los Angeles. He callsToronto Tourist Products to find out who is responsible for the company`s advertising budget.

DIALOGUE

Switchboard operator: Tourist Products, may I help you?

Marco Pantony: Oh, yes, could you tell me who is responsible foryour advertising budget?

Switchboard operator: May I ask the purpose of your inquiry?

Marco Pantony: Well, I`m calling from the American Magazine Pressin Los Angeles. We are updating our records.

Switchboard operator: Ah, I see. Just a moment. I`ll put you throughto Sales and Marketing.

Marco Pantony: Thank you.

Colleague: Sales and Marketing.

Marco Pantony: Oh, Hello, I wanted to find out what deals with advertising at your company.

Colleague: Susan Jones handles all our advertising.

Marco Pantony: Is that Mr. or Mrs. Jones?

Colleague: That`s Mrs. Jones


Marco Pantony: And what`s her position exactly?

Colleague: Susan`s our Marketing Director.

Marco Pantony: OK. Thank you very much

Colleague: You`re welcome.

KEYEXPRESSIONS________________________________________________________________________


* Asking why somebody is callingMay I ask the purpose of your inquiryWhat`s it in the connection with?May I ask you who`s calling?

* Describing responsibilities and dutiesSusan Junes handles all our advertisingSusan Jones is in charge of advertisingSusan`s our Marketing Director

* Responding to ThanksYou`re welcomeNot at allThat`s all right/OKIt`s a pleasure

* Asking who`s responsible for somethingCould you tell me who`s responsible for yourAdvertising Budget?I wanted to find out who deals with advertising atyour companyCould you give the name of the person in charge ofadvertising in your company?

*Saying why you want to knowWe`re updating our recordsWe`re preparing a mail shotI want to send a letter

* Asking about someone`s positionWhat`s Mrs. Jones`s position exactly?Could you give me her exact job title?

ACTIVITIES:_____________________________________________________________________________

Practice personal inquiries and make a list of job titles in and responsibilities at your company, androle-play some other personnel inquiries.

Student A Student B


LESSON 7: MAKING AN APPOINTMENT

SITUATION_____________________________________________________________

Having arrived in Moscow, Pierre Gourmont of French Fashion Calls Mr. Chovky, Sales Director atAustralian Textile Producers, to make an appointment for as soon as possible to discuss

requirements for his new product range.

DIALOGUE

Secretary: Mr. Chovky `s office

Pierre Gourmont: Oh, yes could I speak to Mr. Chovky, please?

Secretary: I`ll just check to see if Mr. Chovky`s available. Who shall I say iscalling?

Pierre Gourmont: It`s Pierre Gourmont of French Fashion.

Secretary: Oh. Yes, just a minute, please Mr. Gourmont. Mr. Chovky`sbeen expecting your call.

MAKE CALL 1Find our who handles recruitment andtraining at OLP International

TAKE CALL 2As switchboard operator at the UKPartnership, you handle personnelinquiries. Mark Wood, Sales Director isresponsible for sales targets.

MAKE CALL 3Find out who is in charge of R & D at theUS firm.

TAKE CALL 4As switchboard operator at The FashionCompany, you answer personnel inquiries.Marta Taylor. Senior Designer isresponsible for product development.

TAKE CALL 1As the switchboard operator at OLP International, youanswer personnel inquiries. Francis Matthews, PersonnelManager, handles recruitment and training

MAKE CALL 2Find out who is responsible for sales target at the UKpartnership

TAKE CALL 3As switchboard operator at the US firm. You handlepersonnel inquiries, Carl Collins, Research Director, is incharge of R&R

MAKE CALL 4Find out who is responsible for product development atThe Fashion Company.


Mr. Chovky: Hello. Mr. Gourmont how are you?

Pierre Gourmont: I`m very well, thanks, how are you?

Mr. Chovky: I`m fine. Welcome to Russia! How was your trip?

Pierre Gourmont: Oh. It was fine thanks

Mr. Chovky: Good. Now what can I do for you?

Pierre Gourmont: Well, I`d like to make an appointment to discuss requirements for our newproduct range.

Mr. Chovky: Very good. Do you want to come by today?

Pierre Gourmont: Yes, if that`s possible

Mr. Chovky: Let me see… yes, I`m free all afternoon

Pierre Gourmont: That sounds good. Shall I come at three o`clock?

Mr. Chovky: Three o`clock would be fine

Pierre Gourmont: Good. I`ll see you at 3 then.

KEYEXPRESSIONS________________________________________________________________________


* Asking who is callingI`ll just check if Mr. Chovky is availableWho shall I say is calling?Who`s calling?I`ll see if Mr. Chovky`s in. May I have your nameplease?

* Greeting a callerHello. How are you?Welcome to Russia! How was your trip

* Getting down to businessNow what can I do for you?How can I help you?

* Asking when a caller wants to meetDo you want to come by today?When would you like to make it?When did you have in mind?* Responding to a suggestion

* Asking for someone by nameCould I speak to Mr. Chovky please?I`d like to talk to Mr. Chovky, please.

*Saying why you are callingI`d like to make an appointment to discussRequirements for our new product range.I`d like to come and see you about our newproduct range.

* suggesting a timeShall I come at three o`clock?Would 3:00 p.m. be convenient?How about three o`clock?

* Confirming an arrangementGood. I`ll see you at 3:00 p.m. then.I`ll be at your office at three o`clock, then.That`s three o`clock tomorrow at your office.


Let me see…Let me check my schedule.Three o`clock would be fine.

ACTIVITIES: _____________________________________________________________

Practice making appointments. Follow the next conversation in pairs and then swap roles.

LESSON 8: CHANGING AN APPOINTMENT

SITUATION______________________________________________________________________________

Rachel Smith`s colleague took a message for her while she was out. Rachel checks her message andcalls back.

DIALOGUE

Switchboard operator: Quality Machines products.

Rachel Smith: Extension 231 please.

Switchboard operator: putting you through

Student A Student B

MAKE CALL 1Call Emma Wood in Production and makean appointment for 4:30 p.m. tomorrow todiscuss an order for spare parts.

TAKE CALL 2Your are Sam Toms in Sales and Marketing

MAKE CALL 3Call Helen Teller in Sales and Marketingand make an appointment for middayTuesday to discuss market trends.

TAKE CALL 4Your are Steven Croly in personnel.

TAKE CALL 1You are Emma Wood in Production

MAKE CALL 2Call Sam Toms in Beverly Biggs in Sales and Marketing tomake an appointment for two o`clock Friday to discussterms and conditions.

TAKE CALL 3You are Helen Teller in Sales and Marketing

MAKE CALL 4Call Steven Croly in Personnel to make an appointmentfor as soon as possible to discuss the new safetyregulations

.


Sven Bergmann: Technical Department.

Rachel Smith: Sven Bergmann, please.

Sven Bergmann: Speaking,

Rachel Smith: Oh. Sven, good morning. It`s Rachel Smith at Belgium Print here returning your call

Sven Bergmann: Oh, yes Rachel thanks for calling back. Listen, I `m very sorry but something urgenthas come up and I`m afraid I can`t make our appointment this afternoon. I was wondering if wecould change our meeting to tomorrow.

Rachel Smith: I`m pretty tied up tomorrow afternoon. Would Thursday morning be all right?

Sven Bergmann: Well, I`m busy until 10. But any time after that is fine.

Rachel Smith: Why don`t you come at noon and we`ll have lunch together?

Sven Bergmann: That sounds great. Rachel. I`d like that very much.

Rachel Smith: Fine. I`ll see you at 12 tomorrow then. Sven.

Sven Bergmann: Yes, I`ll look forward to it.

KEY EXPRESSIONS________________________________________________________________

TAKING THE CALL MAKING THE CALL* Taking a caller for a return callThanks very much for calling backThank you for getting back to me.It`s good of you to call back.

*Explaining the situationListen, I`m very sorry but something urgent hascome up.I`m afraid I can`t make our appointment thisafternoon.

* Responding to a suggestionI`m busy until 10 a.m., but any time after that isfine.I`m free after 3:30 p.m.

* Accepting a lunch invitationThat sounds great. I`d like that very much.Thanks. I`d like that.That would be fine. I`ll look forward to it.

* Saying you are returning a callIt`s Rachel Smith at Holland Print here returningyour call.This is Mr. Smith returning you r call.It`s Mr. Smith here. I understand you telephonedme earlier.

*Suggesting a timeI`m pretty tied up tomorrow afternoon. WouldThursday morning be all right?Are you free on Thursday morning at all?Can you make it after eleven o`clock?

* Extending lunch invitation.Why don`t you come at noon and we`ll have lunchtogether?If you come around noon, we can have lunchtogether.


ACTIVITIES: _____________________________________________________________

Practice changing appointments. Follow the next conversation in pairs and then swap roles.

LESSON 9: BOOKING AIR TRAVEL

SITUATION_______________________________________________________________________

In Canada on business. Mr. Simons of Polish Electronics decides to visit a new contact in Torontobefore returning to the head office. He calls SEA Airlines to make a reservation.

DIALOGUE

Clerk: SEA Airlines, Sarah speaking.

Mr. Simons: yes, I`d like to make a reservation for a return flightto Varsovia.

Clerk: Certainly, sir. When do you want to travel?

Mr. Simons: I´d like to travel next Thursday and return to Torontothe following Wednesday.

Clerk: That`s April 7th outward, returning on April 13th. And willthat be first class, business class or economy?

Mr. Simons: Business class.

Clerk: Do you want to travel in the morning or in the afternoon?

Mr. Simons: I`d like to fly out I the morning and back in the afternoon, if possible.

Student A Student B

MAKE CALL 1You have to go to head office for an urgentbriefing from Saturday 8- Tuesday 11 inclusive.Call Susan Rogers and Change your Tuesday lunchappointment.


TAKE CALL 1You are Susan Rogers.

MAKE CALL 2You were out when Sam Toms called to rescheduleand appointment. Call him to confirm.


Clerk: Right… yes that`s no problem. That will be flight SE 006 departing Toronto at 9:30 and yourreturn flight will be on SE 005 departing Varsovia at 15:15 May I have your name please?

Mr. Simons: Yes, my name is Peter Simons.

Clerk: And how will you be paying. Mr. Simons?

Mr. Simons: I`d like to pay by credit card.

Clerk: May I have your number card please?

Mr. Simons: Yes, it`s 3241 432 543 654

Clerk: Fine, your reservation is confirmed.

Mr. Simons: Thank you very much for you help.

Clerk: No problem. Have a good trip.

KEY EXPRESSIONS_________________________________________________________________


* Asking about travel needs.When do you want to travel?Will that be fist class, business class oreconomy?Do you want to travel in the morning or in theafternoon?How will you be paying?

* Giving flight and ticket information.That will be flight SE 002 departing Madrid at4:20. And your return flight will be on SE 004departing Rome at 21: 30.Your reservation is confirmed.

* Responding to thanksNo. problem. Have a good trip.Sure. Enjoy your tripAny time. I hope you enjoy your trip.

*Saying why you are callingI`d like to make a reservation for a return to Toronto.I`d like to reserve a round-trip ticket to Singapore.I`d like to book a one-way flight to London.

* Describing travel needs,I`d like to leave next Thursday and return to Madridthe following WednesdayI want to travel to London Tomorrow and return toRome on Thursday.I`d like a seat in economy/ business / first class.I`d like to pay by credit card.

* ThankingThank you very much for your help.I`m very grateful to you.

ACTIVITIES:_____________________________________________________________________________

Practice changing appointments. Follow the next conversation in pairs and then swap roles.


LESSON 10: MAKING HOTEL RESERVATIONS

SITUATION_______________________________________________________________________

Mr. Ting at Japan Software in Singapore calls the Thai Grand hotel in Bangkok to book someaccommodation for her visiting Japanese colleague. Mr.Tashikama.

DIALOGUE

Receptionist: Thai Grand Hotel. May I help you?

Mr. Ting: I`d like to make a reservation, please.

Receptionist: Just a moment. I`ll put you through to thereservation desk,

Clerk: Reservations. How can I help you?

Mr. Ting: I`d like to make a reservation for six night next week for Mr. Tashikama of Japan Software,please.

Clerk: Certainly. What days will he be staying?

Mr. Ting: He`ll be arriving next Thursday and leaving Wednesday.

Clerk: And what kind of room would you like to book?

Mr. Ting: I`d like a single room with bath, please.

Clerk: A single with bath… yes, that`s no problem. Could I have the name again, please?

Mr. Ting: Yes, it`s for Mr. Tashikama of Japan Software.

Clerk: That`s fine. We`ll be expecting Mr. Tashikama on Thursday then.

Student A Student B

MAKE CALL 1You have to go to head office for an urgentbriefing from Saturday 8- Tuesday 11inclusive. Call Susan Rogers and Changeyour Tuesday lunch appointment.


TAKE CALL 1You are Susan Rogers.

MAKE CALL 2You were out when Sam Toms called to reschedule andappointment. Call him to confirm.


KEY EXPRESSIONS_________________________________________________________________


* Asking about accommodation requirements.What days will he be saying?When do you want the room?What kind of room would you like to book?Do you want a single room?

* Confirming a booking.A single room with a bath… yes, that`s noproblem.I`ve reserved a double room with shower for nextweek.We`ll be expecting Mr. Tashikama o Thursdaythen.

*Saying why you are callingI`d like to make a reservation, please.I`d like to make a reservation for six night next week,please.I want to book some accommodation for a colleaguefor next week.

* Describing accommodations requirements.He`ll be arriving next Thursday and leavingWednesday.I`d like a single room with bath, please.Do you have a double room with shower?

ACTIVITIES: ____________________________________________________________________

Practice making hotel reservations. Follow the next conversation in pairs and then swap roles.

LESSON 11: CHANGING FLIGHT RESERVATIONS

SITUATION________________________________________________________________________

Student A Student B

MAKE CALL 1Call Manhattan Hotel and book a single roomwith bath for Maria Rodriguez of Bank of Spainfor three nights form next Monday.

TAKE CALL 2You work on the reservation desk at Tower Hotel.Not any bookings you take.

TAKE CALL 3Call Capital Hotel and reserve a double room withshower for Mr. and Mrs. Mc McAlister for tennights from tomorrow.

TAKE CALL 4You work on the reservation desk at Hotel Lucus.Note any bookings you take.

TAKE CALL 1You work on the reservation desk at ManhattanHotel. Note any bookings you take.

MAKE CALL 2Call Tower Hotel and book a single room withshower for Hans Woods of Poland Print for thisFriday. Saturday and Sunday. He will be arrivinglate on Friday and leaving early on Mondaymorning.

TAKE CALL 3You work on the reservation desk at Capital Hotel.Note any bookings you take.

TAKE CALL 4Call Hotel Lucus and reserve two double roomswith baht for tonight only.


Giovanni Brilli decides to extend his business trip to California I the hope of finalizing a new deal ofFriday November 23th. This means delaying his return to Rome by one day. He calls AmericanAirlines to change his flight reservation.

DIALOGUE:

Clerk: American Airlines. Ann speaking. May I help you?

Giovanni Brilli: Yes, my name is Giovanni Brilli. And thereservation is for flight TP 275 from Los Angeles to Madridon Friday.

Clerk: Ah, yes, I have that on the computer now. Howwould you like to change your reservation?

Giovanni Brilli: I`d like to leave on Saturday if possible, onthe same flight.

Clerk: Let`s see… The only seat available on that flight is in first class, I`m afraid.

Giovanni Brilli: Hm. First class is not good. Is the next flight full?

Clerk: The next available direct flight is on Sunday.

Giovanni Brilli: Sunday would be fine. Could you put me on that flight?

Clerk: Certainly. Mr. Brilli.

Giovanni Brilli: Great. Could you just give me the flight details?

Clerk: Yes, of course. That`s flight TP 275 form Los Angeles to Rome, departing Sunday November25th at 21:00 and arriving Monday November 26th at 3:00. Your seat is confirmed.

Giovanni Brilli: OK. Thank you very much.

Clerk: You`re welcome.

KEY EXPRESSIONS________________________________________________________


* Asking about an existing reservation.May I have your name and flight number?Which flight are you booked on?

* Asking what changes a caller wants.How would you like to change your reservation?How do you want to change your booking?When do you want to fly?

* Describing possible optionsThe only seat available on that flight is in first

* Describing an existing reservationThe reservation is for flight TP 543 from LA toRome on Friday.I have a reservation for your 12:30 flight toRome on Saturday.

* Describing the changes you want.I`d like to leave on Saturday if possible, on thesame flight.I want to travel on later flight on Friday.


class.I could put you on a flight via New York andFrankfurt.The next available direct flight is on Sunday.

* Asking about possible options.Is the next flight full?Is there another flight on Monday?

* Checking flight informationCould you just give me the flight details?Could you repeat the flight details so I can makea note of them?

ACTIVITIES: _____________________________________________________________

Practice changing flight reservations using the following information.

FLIGHT NO. FROM- TO DATE TIMESE 324 Singapore-Hong Kong May 8th 23:00AR 322 San Francisco – Madrid Jun 4th 11:00PT 211 Tokyo – Montreal Sept 6th 2:00GB 192 NY – LA Oct. 10th 14:00

Student A Student B

MAKE CALL 1Call AA and change your reservation (SE324) to alater flight the same day.

TAKE CALL 2You are a clerk at AA flight 322 is a daily 09:30flight. There are seats available on June 6th.

MAKE CALL 3Call PT airlines and change your reservation(PT 211) to September 11th.

TAKE CALL 4You work for GB Air. You have seats available inall classes on flight GB 192 on May 20th.

TAKE CALL 1You are a clerk in AA airlines, there are seatsavailable on flight SE 324 leaving Singapore forHong Kong at 15:50 May 9th.

MAKE CALL 2Call AA (American Airlines) and change yourreservation (AR 322) to June 6th.

TAKE CALL 3You are a clerk at PT airlines. Flight (PT 211) is adaily flight 13:35 flight. There are seats available onSeptember 8th.

TAKE CALL 4Call GB Airlines and change your reservation (GB192) to first class seat.


LESSON 12: CLARIFYING A REQUEST

SITUATION_______________________________________________________________________

Roadman Chunk of Specialized Engineering Products is Berlin receives a request from CAU´sProduction Director in Sidney, but a couple of things are not clear so he calls to clarity them.

DIALOGUE:

Mr. Toms: Hello

Roadman Chunk: Mr. Toms, this is Roadman Chunk formSpecialized Engineering in Berlin. I received your letter thismorning but one or two things are not clear. May I check acouple of things with you?

Mr. Toms: By all means

Roadman Chunk: Well, first the catalogue you have asked me to send to your UK affiliate. Did youmean our general catalogue?

Mr. Toms: Oh, no, I mean your new catalogue on electronic measuring equipment for qualitycontrol.

Roadman Chunk: I see. And you don`t mention a contact mane, did you mean the ProductionDirector?

Mr. Toms: Yes, that`s right, I did

Roadman Chunk: Can you give me his name please?

Mr. Toms: Yes, his name is Paul Waldson

Roadman Chunk: I see. Well thank you very much. Mr. Toms. That`s all I needed to know. I`ll getthat off to Berlin for you.

Mr. Toms: Thanks very much – and thank you for your calling.

KEY EXPRESSIONS_________________________________________________________________


* Agreeing to a request.By all means.Go ahead.Please do.Yes, of course.

* Clarifying what you mean.I mean your new catalogue of electronicmeasuring equipment.

* Saying why you are calling.I received your letter this morning but one or twothins are not clear.I`m just following up on your letter – a couple ofthins are not clear.

* Asking for clarification.May I check a couple of points with you?Could you clarify a couple of thins for me?Could I ask you a couple of questions about your


Euro food

November 15th 2009

Dear Mr. Pantani

Thank you very much for your inquiry about our company.We would be pleased to represent your range of foodproducts in the US and enclose an outline proposal for yourconsider.

Yours sincerely

No. that should be your catalogue on electronicmeasuring equipment.Yes, that`s right.That`s exactly what I mean.

* Describing possible optionsThank you for your calling.Thank you for contacting me.Thanks for getting in touch.

letter?Did you mean our general catalogue?

* Thanking and concluding.Thank you very much. That`s all I need to know.That`s all I wanted to check. I`ll get that off toGermany for you.

ACTIVITIES:_____________________________________________________________________________

Practice clarifying requests. Follow the next conversation in pairs and then swap roles.

Student A Student B

MAKE CALL 1You are Mr. Richards at Best Jewelers; youhave received design specifications fromSteve Mailman. But you need to knowwhether he wants you to quote for gold orsilver. Also whether the end of June wouldbe acceptable. Call and ask.

TAKE CALL 2You are David Neuman. International SalesDirector at a large multinational company.You recently sent a draft agenda for thenext sales conference to al your Area SalesManagers. You need their comments bythe end of next week and will accept anysuggestions for additional discussiontopics.

TAKE CALL 1You are Steve Mailman. You recently sent out designspecifications to a number of suppliers. You need theirquotes for gold by mid-July.

MAKE CALL 2

You are Area Sales Manager. Asia, for a largemultinational Company. You have received a draftagenda for the next sales International Sales Director.But you need to know his deadline for your comments.Also whether it would be appropriate to suggestadding sales forecasts to the list of discussions topics.Call and ask.


LESSON 13:AN ACKNOWLEDGMENT

SITUATION_______________________________________________________________________

Mario Pantani: From Italy calls Marta Shiffer from the Euro food import agency to New York toacknowledge receipt of her proposal. He tells he will be studying it very carefully- and will be intouch again as soon as he has.

Martha Shiffer: Martha Shiffer…

Mario Pantani: Hello Mrs. Shiffer. This is Mario Pantani of Portuguese Foods in Roma. I`m callingyou to let you know that we received your proposal this morning.

Martha Shiffer: Oh, yes. Was everything in order?

Mario Pantani: Yes. I think so. We feel your proposal very interesting.

Martha Shiffer: Oh, good.

Mario Pantani: Well as you know. We have been thinking about the US market for some time now.

Martha Shiffer: And we have been importing food lines form Europe for many years. We certainlyfeel your range could do very nicely over here. We know form our retailers that there`s a growingdemand for items of this kind.

Mario Pantani: Well, I can assure you I`ll be studying your proposal very carefully.

Martha Shiffer: That`s good to hear.

Mario Pantani: And I`ll be in touch again as soon as I have.

Martha Shiffer: Splendid. I`ll look forward to hearing form you in due course, then.

Mario Pantani: Yes, indeed. And thank you for your interest in our company.

Martha Shiffer: Not at all. I hope we will be able to do business together.

KEY EXPRESSIONS________________________________________________________________


* Agreeing to a request.By all means.Go ahead.Please do.Yes, of course.

* Clarifying what you mean.I mean your new catalogue of electronic measuringequipment.No. that should be your catalogue on electronicmeasuring equipment.

* Saying why you are calling.I received your letter this morning but one or twothins are not clear.I`m just following up on your letter – a couple ofthins are not clear.

* Asking for clarification.May I check a couple of points with you?Could you clarify a couple of thins for me?Could I ask you a couple of questions about yourletter?


Yes, that`s right.That`s exactly what I mean.

* Describing possible optionsThank you for your calling.Thank you for contacting me.Thanks for getting in touch.

Did you mean our general catalogue?

* Thanking and concluding.Thank you very much. That`s all I need to know.That`s all I wanted to check. I`ll get that off toGermany for you.

ACTIVITIES:_____________________________________________________________________________

Practice acknowledgements. Follow the next conversation in pairs and then swap roles.

Student A Student B

You are Michael Steve at SpecializedEngineering Products in Tokyo.

MAKE CALL 1You receive a project outline from JhonAlbertson at US Engineering Parts. Call toacknowledge receipt and say you will sendyour proposal by the end of the month.

TAKE CALL 2You recently sent your proposal to JhonAlbertson as promised.

You are Jhon Albertson at US Engineering Parts.

TAKE CALL 1You recently sent a project outline to Michael Steve atSpecialized Engineering Products in Tokyo.

MAKE CALL 2you have just received Michael Steve`s proposal. Call toacknowledge receipt. Say you would be studying it verycarefully and will let him know your decision within aweek.


LESSON 14: AN ORDER

SITUATION_______________________________________________________________________

The Institute for American Affairs (IAA) in Washington publishes a range of research for studies,surveys and reports. Juliet Rodman calls the Circulation Manager to place an order.

DIALOGUE

Clerk: Publications

Juliet Rodman: Hello, could I speak to your Circulation Manager.Please?

Clerk: He`s a bit tied up at the moment. Can I help at all?

Juliet Rodman: Well, I wanted to order some publications.

Clerk: Certainly. I can take your order, if you like. Just let me get apen… OK, which publications did you want?

Juliet Rodman: An Introduction to South America

Clerk: How many copies would you like?

Juliet Rodman: Oh. Just one, thanks.

Clerk: OK. Anything else?

Juliet Rodman: Yes, I`d like one copy each of A Practical Guide to Hungary and Spain.

Clerk: Right.

Juliet Rodman: And I`d better have a copy of Financing South America too.

Clerk: Sorry, was that two copies?

Juliet Rodman: No. no just one. And that`s all then.

Clerk: OK. I`ll just take down your name and address.

Juliet Rodman: Yes, the name is Juliet Rodman and the address is French Initiatives, Carl Street.21321 San Francisco.

Clerk: And what about payment?

Juliet Rodman: Would you send us an invoice with the publications marked for my attention?

Clerk: Sure, no problem.

Juliet Rodman: Thanks very much indeed.


KEY EXPRESSIONS________________________________________________________


* Offering to help.Can I help at all?Is there anything I can do?I can take your order if you like.

* Taking an order.Which publications did you want?How many copies would you like?What about payment?

* Checking order details.Sorry. Was that two copies?Did you say one copy each of those?So that`s jus the four titles, then?

* Saying why you are calling.I wanted to order some publications.I`d like to place an order.Could I order some publications?

* Giving your order.I`d like one copy each of A Practical Guide toSpain.I`d better have a copy of Financing SouthAmerica.Put me down for two copies of FinancingSouth America.That`s all then.

* Asking about payment terms.Would you send us en invoice marked for myattention.Can I give you a credit card number?Do you need payment in advance?

ACTIVITIES: _____________________________________________________________

Practice dealing with orders. Follow the next conversation in pairs and then swap roles.

Student A Student B

MAKE CALL 1Call Australian Heating Systems, Technical Sales,and order replacement parts F/921 (quantity 1),Kl/305 (quantity12), KL. PZ/234 (quantity 7)

TAKE CALL 2You work on the Foreign Exchange Desk at Bankof Spain taking currency orders.

TAKE CALL 1You work in Australian Heating Systems takingtelephone orders from International Customers.

MAKE CALL 2Call the Foreign Exchange Desk at Bank of Spain

and place an order for US421 for collection nextThursday.


Education

CORPORATE ENGLISH