Your First Remark Could Be
Oh, Gosh! It’s already 10 o’clock.
I’m afraid I must be going soon.
Ten or More Minutes Later:
I really must go now.
Thanking for the Lovely Evening
At the Door
| Thank you for having us. It’s been a lovely evening. We enjoyed every minute of it.
Hope to see you, too. Good-bye and thank you again.
| Thank you for coming. Hope to see you too. Come again.
|
A Day or Two Later
A ‘thank you’ message on the phone:
I’m calling to say ‘thank you’ for the lovely evening.
That was a very nice meal yesterday.
A ‘thank you’ letter
Most English hostesses expect a short letter of thanks for the evening (lunch, party). The latest fashion is to send a picture postcard with the same ‘thank you note’ at the back. Elderly people, who are greater lovers of traditions, nice, probably, still expect and write a letter.
Such letters/cards follow a standard formula. Write about:
- the food (how good it was), it’s polite to mention at least some dishes which you liked most;
- the company (how interesting it was);
- your hope to meet again soon.
Chapter Five
EAT AT PLEASURE, DRINK WITH MEASURE
Today our talk is going to be very pleasant. We’ll be speaking about celebrations and congratulations.
How to congratulate people on special occasions
We say ‘Congratulations’ when:
– someone has got engaged,
– someone has got married,
– someone has had a baby (we say it to the father and/or the mother),
– someone has got promotion,
– someone has passed an examination,
– married couples celebrate special wedding anniversaries, 25th (Silver) and 50th (Golden).
– someone has a special birthday. The most important birthday for British people are 18, 21, 70, 80.
A hundredth birthday is the most special. Everyone who reaches the age 100 receives a telegram with birthday greetings from the Queen.
On other birthdays we usually say:
Many happy returns!
Happy birthday!
At Cristmas and New Year we say:
| Merry Cristmas!
|
| |
|
| Thank you The same to you
| |
| Happy New Year!
|
| |
| Card-giving isn’t the only way to celebrate a special occasion. People arrange parties inviting their friends and relations. Organised parties for children are becoming popular at present. You can have a party at a fast-food restaurant (such as McDonald’s or Pizza Hut) or in a discotheque, leisure centre or even a castle! If the adults decide to celebrate a birthday or some other special occasion outside their home, they can do it in a restaurant, in a club (if they are members of this club) or even in a pub. In case you eat out, you’ll need to know how to order your meal, how to pay the bill, etc.. Here are the expressions I’d recommend you to use.
|
| | | | |
WHAT TO SAY AND HOW TO BEHAVE IN A RESTAURANT
Arriving
| When you come to a restaurant, cafe or pub, don’t look for a table yourself. Wait to be seated. The head-waiter or a waiter will necessarily come up to you, offer you a table and show you to your seat.
|
| Waiter:
| – Good evening! How many are you?
|
| Customer:
| – We are five.
|
| Waiter:
| – Would you like a table by the window?
|
| Customer:
| – Yes, please, but not too close to the entrance.
|
| Waiter:
| – This way, please. (The waiter shows the way to the table) Would you like anything to drink?
|
| Customer:
| – Yes, please.
|
| Waiter:
| – Here’re the menus.
|
|
| The waiter hands in a wine list to each customer. In first-class restaurants they have separate menus for wine and food. Don’t be surprised if you don’t find a cloakroom in the restaurant. Most restaurants, and, of course, cafes and pubs don’t have them. Customers usually put their coats on the back of their chairs or elsewhere.
|
Ordering Drinks
| Waiter:
| – Are you ready to order your drinks?
|
| 1st Customer:
| – A gin and tonic for me, please.
|
| 2nd Customer:
| – A Scotch on the rocks, please.
|
| 3rd Customer
| – An orange juice, please.
|
| 4th Customer:
| – A bottle of red wine, please.
|
| Waiter:
| – Which wine would you like, sir?
|
| 4th Customer:
| – The French wine. Which make could you recommend?
|
| Waiter:
| – We have Chablis of 1994.
|
| 4th Customer:
| – OK. Sounds good to me.
|
|
| If you have ordered a bottle of wine, the waiter will bring it and first pour a little bit of wine into your glass. You should taste it, and if you find the wine good (which is most often the case), you should say ‘Yes’ or just nod approvingly. Only then will the waiter fill your glass.
|
Ordering Your Meal
The waiter hands in a menu to each customer. Some minutes later he comes back.
| Waiter:
| – Now, are you ready to order?
|
| Customer:
| – I think we are.
|
Ordering Starters
| Waiter:
| – What would you like to have for starters?
|
| Customers:
| – I’d like to have green salad, please. – The same for me.
|
| Waiter:
| – What would you like to start with?
|
| Customers:
| – The same for me. – I’ll start with the melon.. – I think I’ll start with soup.
|
Ordering the Main Course
| Waiter:
| – What would you like to have for the main course?
|
| Customer:
| – I’ll have steak and new potatoes.
|
When You Don’t Know What to Order
| 1st Customer:
| – I’m at a loss.I don’t know what to order. Could you recommend something to me?
|
| Waiter:
| – Yes, certainly. Do you like sea-food? Why not start with the shrimp cocktail then?
|
| 1st Customer:
| – It’s fine with me. And what's 'the soup of the day?
|
| Waiter:
| – It’s onion soup: onions, chicken broth with melted cheese.
|
| 1st Customer:
| – Sounds good.
|
| Waiter:
| – It tastes good too.
|
Ordering the Sweet
| Waiter:
| – Do you want any sweet?
|
| 1st Customer:
| – Cup of coffee and cheese to finish with, please.
|
| Waiter:
| – How about pudding?
|
| 1st Customer:
| – Chocolate pudding for me, please.
|
|
| The last course usally called 'pudding', 'sweet' or 'dessert', shouldn’t be ordered together with starters and the main course. This is usually done later. If you order tea or coffee together with the starters and the main dish, the waiter will bring it at the beginning of the meal. That’s why if you want to finish your meal with tea and coffee, order it later.
|
Paying the Bill
| Customer:
| – Could I pay now, please. – Could I have the bill, please. – The bill, please.
|
| Waiter:
| – Here’s your bill, please. – Here you are, sir. – Here it is, sir.
|
Attention! Tipping: 10 % - 15 % of the check for full meals if service is not already included. Don’t pay twice for the service: you should add 10-15 per cent only if there’s a stamped ‘Service not included’ in the menu or at the bottom of the bill.
A small token is added if you’re just having coffee or tea.
When Something Goes Wrong
| – I’m sorry, but we have been waiting for half an hour. – Sorry but we did order 20 minutes ago. – Well, sorry, but I asked for strawberry ice-cream, not the chocolate.
|
|
| I’m sure nothing will go wrong when you are at a restaurant and you’ll have no reason to complain. Telling you about eating out I felt a bit hungry myself. Why don’t we go to a pub now, have a snack and chat a little more?
|
PUB MENU
FINE FOOD - SERVED ALL DAY
We serve a selection of freshly prepared food ranging from hearty pub fare to more exotic dishes and tasty vegetarian specialities - all day and seven days a week. In addition to the extensive set menu, we are pleased to offer appetising daily specials.
LIGHT MEALS
| SOUP OF THE DAY
| Ј2.10
|
| SOUP AND A SANDWICH
| Ј2.85
|
| OVEN BAKED JACKET POTATOES served with a choice of fillings from
| Ј2.95
|
| PLOUGHMAN’S LUNCH
| Ј2.50
|
DELICIOUS BAGUETTES
| COLD BAGUETTES from
| Ј2.25
|
| HOT BAGUETTES both served with a choice of fillings from
| Ј2.75
|
VEGETARIAN SELECTION
| RATATOUILLE PASTA BAKE (V, new)
| Ј4.45
|
| SPICY BEAN CASSEROLE (V, new)
| Ј4.45
|
| HOUSE SALAD
| Ј2.25
|
HOUSE SPECIALITIES
| STEAK AND DIRECTOR’S PIE (new)
| Ј4.95
|
| BURGUNDY LAMB PIE (new)
| Ј4.95
|
| ROAST CHICKEN (new)
| Ј4.95
|
| VEEL ESCALOPE
| Ј4.95
|
| MIXED GRILL
| Ј6.95
|
| CHICKEN PASTA ALFREDO (new)
| Ј4.65
|
| PORK CUTLET IN HONEY MUSTARD SAUCE (new)
| Ј7.95
|
FISHERMAN’S MAIN COURSES
| MARINER’S PIE (new)
| Ј4.95
|
| SALMON FILLET (new)
| Ј5.95
|
| HOT & SPICY SHRIMP
| Ј6.95
|
SIDE ORDERS
| HOT GARLIC BREAD (V) 3 slices
| Ј1.55
|
| SLICES WITH CHEESE
| Ј1.75
|
| SIDE SALAD (V)
| Ј1.95
|
| SAUCES (V, new)
| Ј0.80
|
DESSERTS
| OUTRAGEOUS CHOCOLATE CAKE (new)
| Ј1.95
|
| CHERRY PIE AND CUSTARD(new)
| Ј1.95
|
| TOFFEE CRUNCH PIE (N)
| Ј1.95
|
| VANILLA, STRAWBERRY & CHOCOLATE ICE-CREAM
| Ј1.75
|
BEVERAGES
| TEA
| Ј0.95
|
| FILTER COFFEE
| Ј1.05
|
| DECAFFEINATED COFFEE
| Ј1.05
|
SUNDAY ROAST Ј 4.95
(V) suitable for vegetarians
(N) contains nuts
Chapter Six
GOOD WORDS COST NOTHING AND ARE WORTH MUCH
Today we are going to speak about basic telephone skills as well as taking messages. Telephoning is one of the hardest things to do in a foreign language. Speaking on the phone requires both the knowledge of a special ‘telephone language’ and a good ‘telephone style’. A lot of my students complain that they feel quite frustrated when speaking on the phone. Why does it happen? As the authors of ‘Business English Recipes’ Judi Irigoin and Bonnie Tsai write: ‘Many people suffer from telephone anxiety they simply don’t like speaking on the phone in any situation and especially in a foreign language’. So what shall be done to overcome these difficulties? ‘Telephone users should develop strategies for communication by telephone. Through awareness of these strategies and with practice, telephoning becomes a welcome challenge they feel prepared for’. Perhaps, the first thing to be done is mastering a special ‘telephone language’. This is exactly what we are going to do now.
What to Say When You Make a Business Call
formal
| – Hello, this is Margaret speaking.
|
| – Hello, Keith Reed calling from Leads.
|
| – Good morning, my name is Charles Parker.
|
| – Could I speak to Ms Kennedy, please?
|
| – I’d like to speak to Mr Shaw.
|
| – Extension 256, please.
|
| – Could you put me through to Mr Black, please?
|
| – Is Mrs Drake available, please?
|
| – Could you ask Mr Hilton to call me back, please?
|
| – I’m so sorry, I’ve got the wrong number.
|
When You Answer the Call in the Office
formal
| – Good morning. Brown & Co. (here). Can I help you?
|
| –... speaking.
|
| – Oh, hello, Mrs Shelton. This is Tom Reigan speaking.
|
| – Who’s calling, please?
|
| – I’m afraid you’ve got the wrong number.
|
| – Hold on, please (=Hold the line, please).
|
| – I’m putting you through to Mr Page.
|
| – I’m sorry, Miss... is out now (=isn’t here now).
|
| – I’m sorry, Mrs... is in the meeting now (still at lunch, on holiday this week).
|
| – I’m afraid Mr... isn’t available at the moment. Would you like to leave a message?
|
| – Just a moment. I’ll see if Mr... is back from the meeting.
|
| – Mr... you are wanted on the phone.
|
| – Thank you for calling.
|
Calling a Friend
informal
| – Hello, is that Helen?
|
| – Is that 6339875, please?
|
| – This is Mary.
|
| – Could I speak to Tony, please?
|
Answering the Phone at Home
informal
| – Hello!
|
| – I’m sorry, I can’t hear you well. Who’s that speaking?
|
| – Just a minute. I’ll get Jimmy.
|
| – I’m afraid Tony isn’t here at the moment. Can I take a message?
|
| – Sorry, I think you’ve got the wrong number.
|
How to Leave a Message
| – I’d like to leave a message for Mr...
|
| – Could you give Mrs... a message, please?
|
| – Ask him/her to call Mr..., please.
|
| – My number is.... I’ll call back later.
|
| – Could you read that back to me?
|
| – No message, just tell him/her Mrs... phoned.
|
How to Take a Message
| – Would you like to leave a message?
|
| – Can I take a message?
|
| – Are you on the phone? What’s your telephone number?
|
| – Shall I get Mr... to call you back?
|
| – Who, shall I say, is calling? Could you spell your name, please?
|
| – Shall I read that back to you?
|
Taking telephone messages requires special skills. It’s very important to take down the most essential information and to do it precisely and clearly. The style of memos (memorandum of call) can vary from scruffy hand-written notes to well-typed standard forms. A lot of companies and organisations have special memo forms which help the receptionists to single out the most important information and organise it correctly.
The sample below is one of many but, I hope, it will give you an idea of a memo.
| (MEMORANDUM OF CALL
|
| To: Mr Goodmanners
|
| x You were called by - Mark Fletcher
| o You were visited by -
|
| Of (Organisation) Oxford University Press Phone No. 025563870 Code / Ext.
|
| x Please call o Will call again o Returned your call
| o Is waiting to see you o Wishes an appointment
|
| Message
Mr Mark Fletcher phoned from the Plaza Hotel. Please call him today not later than 2 p.m. or any time tomorrow.
|
| Received by Caroline Green
| Time: 11.00 a.m.
|
Whenever we speak on the phone we should sound polite and friendly. It’s quite important to ‘smile’ when you are on the phone. It doesn’t mean we should be over-polite, this may well be interpreted as insincerity or sarcasm.
Of course, one should distinguish between formal and informal situations, but, in my opinion, basic things will be the same for both styles.
If you study the ‘Golden Rules for a Business Telephone Call’, you’ll see that they can be applied in informal situations too. I hope the ‘Golden Rules’ will help you to develop strategies for communication by telephone.
GOLDEN RULES
for a business telephone call
| 1. Decide what you are going to say before the telephone conversation: Plan your talk in advance. 2. Speak in a friendly, polite manner: Be polite. 3. Speak to the point. Give only the most necessary information. Use short sentences: Be precise and clear. 4. Don’t forget to discuss all the essential points: Be complete and correct. 5. Don’t speak too long: Be brief and business-like.
| 
|
