| 1. Can you put me through to extension 589, please?
| a. Certainly. I’m calling to confirm a reservation.
|
| 2. Do you want to hold or would you like to call back?
| b. Could you tell her John Whitman from Western Clinics called?
|
| 3. I’d like to speak to Mr. Morris.
| c. This is Mr. Mountain from Generics Pharmaceuticals.
|
| 4. May I ask who is calling?
| d. Yes, of course, it’s C-A-Y-T-O-N.
|
| 5. Can I ask the purpose of your call?
| e. One moment, please. I’m putting you through.
|
| 6. I’m afraid she is out of the office right now. Can I take a message?
| f. I’d like to enquire about flights to Amsterdam.
|
| 7. Can we arrange a meeting? What about Tuesday?
| g. Speaking, please.
|
| 8. Could you spell your name, please?
| h. No problem. What date would you like?
|
| 9. Travel Agency. How can I help you?
| i. I’ll check my diary. I’m afraid I can’t make it Tuesday. What about Wednesday?
|
| 10. I’d like to book a single room in the name of Smith.
| j. I’ll hold.
|
Работа впарах. Выберите одну из ситуаций из упражнения 8 и разыграйте свой диалог в аудитории.
10. Прочитайте телефонные разговоры. Можно ли назвать их примерами эффективного делового общения? Почему вы так считаете?
| A Good morning, Hilton Hotel. Can I help you?
B Yes, please… er… just a moment.
A Hello? Are you still here?
B Yes, sorry…em…
A How can I help you?
B Oh, yes, can I speak to, er, to, er …Sylvia
Parker, please?
A Certainly, Sir. May I ask who is calling?
B Sorry?
A Can I have you name, please?
B Oh, yes, it’s John Powell, from Super Dent
company.
A Can I ask the purpose of your call,
Mr. Powell?
B Oh…em… I want to confirm the reservation
for the conference.
A Thank you, Mr. Powell. Putting you through
now.
| A Good morning, Hilton Hotel. Can I help you?
B Yes, this is John Powell, from Super Dent
company. Could I speak to Sylvia Parker,
please?
A Certainly, can I ask the purpose of your call,
Mr. Powell?
B I’d like to confirm the reservation for the
next week’s conference.
A Thank you, Mr. Powell. Putting you through
now.
|
Измените диалог таким образом, чтобы он стал примером эффективного делового общения.
A Hello?
B Hello.
A Hello. Is that Electronics Ltd?
B That’s right.
A Can I have a Customer Service Department, please?
B Yes.
A Sorry?
B This is the Customer Service.
A Oh, right. I’d like to speak to Mark Spell, please.
B Yes.
A Sorry?
B That’s me.
A Well, why didn’t you say so?
B Can I help you?
A Yes, I hope so. I’m calling about a defective product I bought yesterday in your shop.
| Вежливость, как известно, является неотъемлемой частью любого делового общения. Чтобы овладеть навыками эффективного делового общения, необходимо освоить некоторые формулы общения для вежливого оформления просьбы или приказа:
Could you, please…? – Не могли бы вы…
Would you do me a favour and …? – Не могли бы вы оказать мне услугу и …
Would you mind … ing? – Вы не будете возражать против …
I’d really appreciate it if you did it for me. – Мне было бы приятно, если бы вы сделали это для меня.
It’d be a great help if you could …. – Вы бы мне очень помогли, если бы могли …
Для вежливого оформления вопроса или для уточнения информации при деловом общения часто используется косвенный вопрос.
Do you know …?
Could you tell me …?
I’d like to know …
I wonder …
При построении косвенного вопроса необходимо помнить, что порядок слов во второй части вопроса прямой, в отличии от общих и специальных вопросов.
Сравните:
How much does it cost? (специальный вопрос) – I’d like to know how much it costs. (косвенный вопрос)
Will he be at the office in the afternoon? (общий вопрос)– Do you know if he will be at the office in the afternoon? (косвенный вопрос)
|
Используя формулы вежливости, измените высказывания.
- Get it done by Friday.
- Mail it to my home address.
- Tell her to come to see me.
- Wait a minute.
- Tell him I called.
- Inform him about the delay.
- Attend the meeting.
- You will work overtime next week.
Прочитайте и переведите диалог, обращая внимание на косвенные вопросы.
A: “InterAir”. Can I help you?
B: Yes, please. I’d like some information about a flight arriving from Munich.
A: Yes. Do you know what the flight number is?
B: The flight number? I’m not sure. I know it leaves Munich at 6:30 p.m.
A: Oh, yes, it’s IA 745.
B: Yes, that’s it. Could you tell me what time it arrives?
A:Certainly, Sir. The arrival time is 8:25 p.m.
B: 8:25 p.m. Do you know if there is any delay?
A: No, the flight is on time.
B: Right, thank you very much
A:You’re welcome. Goodbye.
B:Goodbye.
Переделайте общие и специальные вопросы в косвенные, обращая внимание на порядок слов.
- What time does the flight leave?
- What terminal does it leave from?
- How long is the meeting with Mr. Hales?
- Which car hire company is it?
- Which models do they have available?
- Do I need an international driving license?
- Where are we staying?
- Is it a nice place?
- How far is the hotel from the nearest town?
- Have they booked a meeting room?
