Business telephone conversation

Разделы: Иностранные языки

Когнитивная цель:

  • Формирование познавательной активности учащихся;
  • Формирование умения участвовать в общении с несколькими собеседниками;
  • Расширение лингвистического и общего кругозора;

Креативная цель:

  • Использование иностранного языка в качестве средства передачи приёма информации в области коммуникации
  • Развитие актёрских способностей учащихся

Ценностная цель:

  • Воспитание культуры общения;
  • Воспитание потребности в практическом использовании иностранного языка в сфере учебной деятельности;
  • Воспитание уважения к деловому человеку.

Развивающая цель:

  • Развитие познавательных потребностей учащихся;
  • Активизация навыков устной речи (монологической и диалогической);
  • Развитие коммуникативных навыков аудирования.

Оздоровительная цель:

  • Создание положительной психологической обстановки при проведении итогового контроля;
  • Повышение мотивации учения.

Практическая цель: обобщение учебного материала по темам курса “Деловой английский язык”.

План урока

1. Организационный момент

Учащиеся сидят за партами.

Учитель: Ladies and gentlemen! I’m glad to meet you at our business meeting.

2. Фонетическая зарядка

Before we start I want you to brush up your phonetics. Do you know any sayings about business?

Time is money. Experience is the best teacher. Business before pleasure. Take care of the pence and the pounds will take care of themselves. Everybody’s business is nobody’s business. A proper way to think of business is in terms of service.

3. Речевая зарядка

Look at the blackboard and read the words:
[i:]means, receiver, beeping signal, oversee, free service, toll-free
[ai] dial, directory, dial tone, line, be obliged, find out
[n] give a ring, long distance call, hang up, beeping

4. Teacher: Today we’ll discuss the telephone conversation. Write down in your exercise books the word “Telephone”. Find 3 words-associations with this word. Compare your words with the list of your neighbors. Add the words in your list. Let us make a scheme of your associations. (Быстро составляем схему Word-Web на доске, обсуждаем.) You know some facts about a telephone. Let’s talk about a telephone and business. Does it help in business?

5. At our lesson we spoke about the telephone and the telephone conversation.

Teacher: Now, please, listen to the text and answer my question-what are your successive actions if you want to call your friend from a phone both?

The telephone is a necessary means of communication in every day life and in business.

If for instance, you want to telephone your friend (or call 11, ring him, give him a ring), you dial his phone number which can be found in the directory. If it is a long-distance call, you may have to ask the operator to connect you.

The phone will ring, and if your friend is at home he will answer by picking up the receiver. If he is busy he may ask you to call back later. If he doesn't want to speak to you, he may hang up if he is already on the phone when you call him, his num-engaged (busy — A.E.) and you can't get through. A telephone in a public place is a phone box (booth) or pay phone. To place a local call, pick up the receiver. You will hear a constant (dial tone). Deposit the coins into the slot. When you have deposited the correct amount of charge, you will hear a short beeping signal. When the constant tone returns, dial the number you wish to reach.

Class: If you want to place a local call, you should pick up the receiver. You will hear a constant (dial tone). Then deposit the coins into the slot. When you have deposited the correct amount of charge, you will hear a short beeping signal. When the constant tone returns, dial the number you wish to reach.

6. At the lessons we spoke about different kinds of telephone conversations. Listen to the text about telephone calls in the USA.

In the USA numerous telephone numbers — mostly related to businesses or governmental offices — are prefixed by 800 numbers. These numbers provide free customer service because many companies are interested in getting new customers. If you dial an 800 number, your party will pay the bill. Such calls are toll-free calls. To place an emergency telephone call (ambulance, police, fire), dial 911 or 0. These are also toll-free calls.

Pay phones have numbers in the United States. If you want, anyone can call you at a phone booth. In the USA an office worker, or a clerk, at a bank, hotel or any other institution after picking up a receiver first identifies the institution and then starts talking with a customer.

Teacher: Let’s check if you’ve understood everything. If you agree with me-clap your hands. If you disagree-step you feet.

In the USA telephone numbers related to businesses or governmental offices — are prefixed by 900 numbers. (-)

Such calls are toll-free calls. (+)

To place an emergency telephone call dial 911 or 0. (+)

In the USA an office worker or any other institution after picking up a receiver first starts talking with a customer. (-)

7. Teacher: Here is an example of a call where active listening skills are used.

Listen to the dialogues and answer my question-what kinds of telephone conversations do we also have?


Good morning, John Sharp speaking.
B: John, hello. Tony Mills from Mega deals here. I've got a problem with that last order…
A: A problem, did you say?
B: Yes, well the order was incomplete. We ordered 600 but when we checked the consignment, it was obvious that we hadn't got them all.
A: So how many were you short?
B: Well, they came in boxes of 50 and we only had 8 boxes so we're missing 200.
A: When do you need the remainder?
B: By Monday; we must have them by Monday.
A: Immediately after the weekend, you say?
B: Well, we could just stretch to Tuesday but no later because…
A: Okay, leave it with me. I'll get on to dispatch and make sure you get another 200 by Tuesday at the latest.
B: Thank you, I’ll call you back if there’s a further problem.

b) A Business Telephone Conversation in American English
Hello, this is Dan Bloom, the Floor Manager at Elegant Designers Furniture. How can I help you?

Customer: Hello, Mr. Bloom. I am Susan Gerd, secretary of Steve Doll at Verizon. We have an order for a leather sofa. We placed the order yesterday. But we need to change the color to brown. I hope this is not a late call.

Manager: I see. Do you have the invoice with you now, Ms. Gerd?

Customer: Yes. I do Mr. Bloom.

Manager: Give me the order number please.

Customer: It's 120456.

Manager: Thanks. May I put you on hold for a second please? I have to look it up.

Customer: Sure, I'll wait.

The manager Dan Bloom returns in a few seconds after he looks up the color series in the inventory.

Manager: Yes, we do have the sofa in brown. But we have to re-do order. So we will delay the order one day late. Would it be Okay?

Customer: Yes, we can wait one more day. So you will deliver it next Friday, September 12th?

Manager: Yes, exactly so. Is there anything else I can do for you Ms. Gerd.

Customer: No. Thank you so much.

Manager: You welcome, Ms. Gerd. Thank you for placing an order with Elegant Designers Furniture.

Customer: You welcome. Bye now.


How can I help you? Idiomatic phrase. Tell me what you want.
observe: verb. to watch to collect informationlook up: idiomatic verb. to search information in the dictionary, internet, references books, etc.
delay: verb. to be late
deliver: to bring an order to the address
The conversation below takes place in an office. The manager speaks with a customer. The manager observes the guidelines above.

c) How to Answer the Phone

Secretary: Hello, this is Bloomingdales Department Stores. Nancy speaking. How can I help you?

Caller: This is George Brown from Ladies Garments Wholesale. I need to speak to Roger Dodge.

Secretary: Mr. Dodge just left for the day. Would you like to leave a message, Mr. Brown?

Caller: Oh! I missed him. This is an emergency call. Is it possible to speak to somebody else in his office?

Secretary: Regarding what?

Caller: We cannot deliver the order tomorrow.

Secretary: I see. I will connect you to Mr. Dodge's secretary, Linda. May I put you on hold for a second?

Caller: Sure. Go ahead.
The secretary resumes the call in a few seconds.

Secretary: Mr. Brown, Linda is on the phone.

Caller: Thank you, Nancy.

Secretary: You welcome, Mr. Brown. Thank you for your business with Bloomingdales.

Nancy speaking means "Nancy is speaking." In conversation, this phrase is used for a short greeting someone who is calling. When we pick up the phone to greet the caller. Or, if the caller asks: who is speaking? Then we may say this: Hello, Sue speaking. Hello, Joe speaking and etc.

How can I help you? Tell me what you need.
left for the day: He or she left the office and will not comeback until tomorrow.
leave a message: to tell the secretary your message.
miss: not to get to the person, to be unable to see the person (in this conversation)
emergency: noun. something that requires immediate attention; urgent matter
call: telephone call (in this conversation)
deliver: to send the order to the address
connect: to transfer the telephone call
sure: It's Ok with me.
resume: to pick up the phone again

Idioms and Idiomatic Phrases

put someone on hold: idiomatic phrase. Ask someone on the phone to wait
regarding what? About what?
go ahead: You have my permission from me; please do so.
on the phone: to be at the end of the line of the telephone; to pick up the phone to speak to the caller
You welcome: After someone says: "Thank you." you respond with this phrase: "You welcome". It means: It is my pleasure.

Grammar: Is it possible to +verb in the infinitive form? This question means: "Is there a chance for me to +verb in the infinitive form?". Example: Is it possible to see the manager? This sentence means: Is there a chance for me to see the manager? Is he available to see me?

d) Telephone English - Important Phrases

Operator: Hello, Frank and Brothers, How can I help you?

Peter: This is Peter Jackson. Can I have extension 3421?

Operator: Certainly, hold on a minute, I'll put you through...

Frank: Bob Peterson's office, Frank speaking.

Peter: This is Peter Jackson calling, is Bob in?

Frank: I'm afraid he's out at the moment. Can I take a message?

Peter: Yes, Could you ask him to call me at . I need to talk to him about the Nuovo line, it's urgent.

Frank: Could you repeat the number please?

Peter: Yes, that's , and this is Peter Jackson.

Frank: Thank you Mr. Jackson.

Peter: Thanks, bye.

Frank: Bye.

Introducing yourself

This is Ken.
Ken speaking

Asking who is on the telephone

Excuse me, who is this?
Can I ask who is calling, please?

Asking for Someone

Can I have extension 321? (extensions are internal numbers at a company)
Could I speak to...? (Can I - more informal / May I - more formal)
Is Jack in? (informal idiom meaning: Is Jack in the office?

Connecting Someone

I'll put you through (put through - phrasal verb meaning 'connect')
Can you hold the line? Can you hold on a moment?

How to reply when someone is not available

I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is being used)
Mr. Jackson isn't in... Mr. Jackson is out at the moment...

Taking a Message

Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?

8. Exercises for Practicing Speaking on the Telephone. The most important thing about practicing telephone conversations is that you shouldn't be able to see the person you are speaking to on the phone.


Exercise 1. Put two chairs back to back, sit down and practice speaking on the phone. You’ll only hear the other person’s voice which will approximate a telephone situation.

Real life situations - Businesses are always interested in telling you about their products. You have cards with pictures of the products you are interested in and research it over the telephone.

Exercise 2. The class are divided into four groups. They should:

а) call a store to find out the prices and specifications.
b) ring the company representative to find out details on how the product works.
c) telephone a consumer agency to find out if the product has any defects.
d) call customer service to find out about replacement parts, etc.

9. Подведение итогов

Today we have been speaking about the telephone conversation and business. Will you summarize our conversation? Let's assume your caller has a complaint about a product your company has sold them. You need to:

Pupils: ascertain the nature of the problem and verify that the product is one of yours and that warranty cover still applies

Once you have an accurate picture of the situation, you are in a position to propose a course of action to your caller. You should:

Pupils: outline the proposal and check that it is acceptable to the caller and confirm that they understand what is to be done.

So, on the phone, we follow the guidelines below in business conversation.

Introduce yourself: Give your name, your business title and the name of the company.

Pupils: Be polite. Be clear. Be professional. This means: answer the question clearly; give enough and useful information. Do not side track. Be poised.

10. Домашнее задание

Write down, learn and act your own business telephone conversation.