Learn one of the dialogues by heart and role-play it with your partner.

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Pre- reading task.

Translate the sentences. Pay attention to the models with the Infinitive. Remember the models. Make up some more sentences with each of the models.

1. Organisations require their staff to answer the telephone with a formal company greeting.

2. My boss wanted me to be more efficient when speaking on the phone.

3. Let the person finish what he or she wants to say.

4. Let me check the diary.

5. What makes you lose your temper?

6. People are likely to express anger on the phone.

7. He is unlikely to ask for a rise.

2. Read and translate the text paying attention to the –ing forms and the infinitives. Remember the telephone techniques. Be ready to tell your colleagues about them.

Text B

When you deal with someone face-to-face you can get lots of information from their body language, facial expressions and gestures as well as hearing what they say and how they say it. Making a phone call is not always easy – you do not see each other and can’t make use of non-verbal factors which usually help to establish mutual understanding. When speaking over the phone on business remember telephone techniques:

· Identify yourself by giving your name and your position in the company.

· Explain the purpose of your call.

· Speak clearly and briefly.

· If you haven’t heard something say: “Sorry, I didn’t catch you” or just “I’m sorry, I didn’t understand”. It is impolite to say “Please, repeat”.

· Don’t interrupt the other person even if you think you know what he or she is going to say, let them finish what they want to say.

· Give important information, like figures, names, quantities, dates and so on, slowly and carefully.

· Note down all the important information you are given by the other person.

· Send a following-up fax or e-mail to confirm any important details (especially prices and numbers), so that you both have a written record of them.