Could I leave a message?

Preparing to make a telephone call

Receiving calls
Taking and leaving messages
Asking for and giving repetition
The secretarial barrier

Preparing to make a telephone call

1 Look at the cartoon. What do you imagine they are saying? Say what the problems
are and how problems like this can be avoided.

j « | (©) 2 Listen to the recording of Clare Macey, a director of Inter Marketing, suggesting
ways to prepare for telephone calls. Then tick the suggestions
that she makes that are included in the list below.
Do not try to guess what the other person will say. •
Think about your objectives from the call - any questions
you need to ask or things you need to say. •
If someone calls and you are not ready for them, ask them to
call back later. •
Desk preparation: prepare the desk - paper, pen, any relevant
documentation, computer files. •
Check recent correspondence, know the situation. •
Have your diary on hand, so you can fix appointments. •
 3 Different people have different objectives in a telephone call. What do you think
are the objectives of the people in the situations below? The first is done for you
as an example.
a) A purchasing manager who has received an incomplete delivery.
• To tell the supplier that the delivery is
incomplete.
• To arrange to get the rest of the delivery sent as
soon as possible.
• CPossibly) to complain about the poor
service.

b) A computer operator with a software problem calling a software helpline.

c) A sales representative for a furniture manufacturer making a first call to Moda

Design, a company which sells office furniture.

d) A purchaser at Moda Design who takes the call in situation c.

2 Receiving calls
(®) 1 Look at the picture as you listen
to the recording. Say what the
problem is and how problems
like this can be avoided.
 (©) 2 Listen to another short extract from the recording of Clare Macey. Here she is
talking about being prepared for incoming calls. Tick what she recommends.
Send an email suggesting someone calls you - then be prepared
for their call. •
If you expect a call, think about what the other person will say
or what they will ask. •
Check any relevant documentation or correspondence. •
If you are busy or not ready when they call, ask them to call back later. •

3 Taking and leaving messages

[ » | (®) 1 Listen to the recording and write key information on the message pads below.
a)
TO DATE TIME AM
p PM

H FROM AREA CODE

NO.
0 OF
EXT.
N
E M
F
S
M S
A
E
U
M E
SIGNED
0 RETURNED WANTS TO WILL CALL
PHONED
• CALL BACK CALL S E E YOU AGAIN W A S IN URGENT

b)
Telephone Messages
To Date
From Time
Of Phone /
AREA CODE/NUMBER

Message

Signed

Discussion
Compare the styles of the callers in the two conversations you have heard.
How are they different? Comment on how the people answering the calls handle
each caller.
Now listen to two more examples and complete the message pads below.
c) r ik

TO: • URGENT

DATE . TIME_

WHILE YOU W E R E OUT

OF
PHONE

• TELEPHONED • PLEASE CALL

• CAME TO SEE YOU • WILL CALL AGAIN
• WANTS TO SEE YOU • RETURNED YOUR CALL

d) Computer Services User Support

Problem/enquiry:
TO

FROM

TIME

EXTENSION

DEPARTMENT

WORKSTATION

NOTES

Discussion
Discuss the style of the various speakers in the last two conversations. How does the
style change according to the speaker and the situation? Is the style used always the
right one?
 Practice
Use the following flow chart to make a complete telephone conversation.
If you need to, listen again to the recordings you have heard and refer to
the Language Checklist on page 32.

Caller Receptionist
Introduce yourself.

I 'Good morning, Gorliz and Zimmerman.'

Mr Bird is not in.

Ask to speak to Mr Conrad Bird.

Ask when you can contact him.

Explain that he is away -
offer to take a message.
You want Mr Bird to call you.
Repeat your name.
Give your number.

Confirm the information.

End call.
End call.

| » 1 (®) Now listen to the recording of a model answer.

4 Asking for and giving repetition

(®) 1 Listen to the recording of a conversation between a woman who calls the
Human Resources Office in the Singapore branch of Michigan Insurance Inc.
She has to attend for a job interview.
a) The first time you listen, say why she calls.
b) Listen again. Notice that there are four requests for repetition. Why?

2 In each request for repetition, the person asking for the repetition also
acknowledges it. It is important that any repetition is followed by an
acknowledgement. Look at the following example that you have heard:

'I beg your pardon. I didn't catch that.'

Request for repetition 'To Allan P. Malley, or Malley
Human Resources Department.'
'Oh yes.' Repetition
Acknowledgement

(®) Listen again. Identify two other ways to acknowledge repetition.

 (©) 3 Look at the following situations and listen to the recording for each one.
In each case, suggest why someone might ask for repetition and suggest
a suitable phrase.

Role play 1
Work in pairs. Student A should turn to File card 5A. Student B should turn to File
card 5B.

Role play 2
Keep to the same A or B. Student A should turn to File card 6A and Student B should
turn to File card 6B.

5 The secretarial barrier

J
1 Frequently a sales representative may make a 'cold call' to a purchasing manager or
some other influential person in a company. Imagine the following situation:
Dominique Peron is Personal Assistant to Jacques Le Grand, Production Controller
in Compagnie Tarbet Garonne (CTG), a French manufacturer of paints and
varnishes. M. Le Grand has asked not to be disturbed by uninvited sales calls.
Walter Barry from London would like to speak to M. Le Grand.
a) Listen to the tape and say what Dominique is trying to do. What is her objective?
b) Dominique Peron finally makes a suggestion to the caller. What does she say?

2 Listen again. Complete the script below by writing down all the phrases used by
Dominique Peron to block the caller.
CTG: Bonjour, ici la CTG.
WALTER BARRY: Good morning, Walter Barry, here, calling from London. Could I speak

to M. Le Grand, please?
CTG: Who's calling, please?
WALTER BARRY: I'm sorry - Walter Barry, from London.

CTG: Er, .please?

WALTER BARRY: Well, I understand that your company has a chemical processing plant.

My own company, LCP, Liquid Control Products, is a leader in safety in

the field of chemical processing. I would like to speak to M. Le Grand to
discuss ways in which we could help CTG protect itself from problems
and save money at the same time.

CTG: Yes, I see. Well, M. Le Grand

WALTER BARRY: Could you tell me when I could reach him?

CTG: He's

,then

in New York. So it is difficult to give you a time.

WALTER BARRY: Could you ask him to ring me?

CTG: I

, he's .
WALTER BARRY: Could I speak to someone else, perhaps?

CTG: Who in particular?

WALTER BARRY: A colleague, for example?

CTG: You are speaking to his Personal Assistant. I can deal with calls for
M. Le Grand.
 WALTER BARRY: Yes, well ... er ... yes ... could I ring him tomorrow?

CTG: N O ,

Listen, let me suggest something. You send us

details of your products and services, together with references from
other companies and then we'll contact you.
WALTER BARRY: Yes, that's very kind. I have your address.

CTG: Very good, Mr ... er ... er ...

WALTER BARRY: Barry. Walter Barry from LCP in London.

CTG: Right, Mr Barry. We look forward to hearing from you.

WALTER BARRY: Thank you. Goodbye.

CTG: Bye.

Listen to the b e g i n n i n g of a n o t h e r conversation. A sales m a n a g e r f r o m a tools

m a n u f a c t u r e r is telephoning a car c o m p o n e n t s company.
a) Who does the caller ask to speak to?
b) What is the result?
c) Why is the caller successful / not successful here?

Role play 3
W o r k in pairs. Student A should refer to File card 7A a n d Student B should use File
card 7B.

Role play 4
Keep to the same A or B. Student A should refer to File card 8A and Student B should
t u r n to File card 8B.

TRANSFER
Think about any of the following - whichever is most likely for you now or in the future.
Prepare the call (maximum three minutes preparation!). Explain the details of the situation to a
colleague or to your teacher, then practise the call.
1 Ring a company to ask for product details or prices.
2 Ring a hotel to book a night's accommodation.
3 Ring a travel agent to ask about flights to a city you need to visit.
If possible record your conversation.
Language Checklist Skills Checklist
Telephoning (1) Telephoning: Preparation for a call
Introducing yourself Reading - background information
Good morning, Aristo. Desk preparation
Hello, this is ... f r o m ... Have the following available:
Hello, my name's ... calling f r o m ... • relevant documentation / notes
• correspondence or email received
Saying who you want • computer files on screen
I'd like to speak to ... , please. • pen and paper
Could I have the ... Department, please? • diary.
Is ... there, please?
Check time available
Saying someone is not available How much time do you need?
I'm sorry he / she's not available ... How much time do you have?
Sorry, he / she's away / not in / in a meeting /
in Milan. Objectives
Who do you want to speak to?
Leaving and taking messages In case of non-availability, have an alternative
Could you give him / her a message? strategy:
Can I leave him / her a message? • call back / be called back - when?
• leave a message
Please tell him / her ...
• speak to someone else
Please ask him / her to ring me on ...
• write or fax information
Can I take a message? • use email.
Would you like to leave a message?
If you give me your n u m b e r I'll ask him / her to Do you want to:
call you later. • find out information?
• give information?
Offering to help in other ways
Can anyone else help you? Introduction
Can I help you perhaps? Do you need to refer to:
Would you like to speak to his assistant? • a previous call?
Shall I ask him to call you back? • a letter, order, invoice or email?
• someone else (who?)
Asking for repetition • an event (what? when?)
Sorry, I didn't catch (your name /
your n u m b e r / your company name / etc.). Prediction
Sorry, could you repeat your (name, number, What do you expect the other person to say / ask
etc.)? you? How will you respond?
Sorry, I didn't hear that.
Sorry, I didn't understand that. Language
Could you spell (that / your name), please? Key phrases (see Language Checklist)
Pronunciation
Acknowledging repetition Spelling
Okay, I've got that now.
(Mr Kyoto.) I understand.
I see, thank you.
Quick Communication Check
1 Introducing yourself and saying what you want
You are on the phone. Complete the sentences with the correct words on the right.
a) Can I to Mr Johnson, please? speak / say
b) Jan Van der Saar. My name's / I'm
c) I'm from Amsterdam. living / calling
d) Can you me the Purchasing Department, please. fix / give
e) I'd like some ..., please. informations / informations

2 Leaving and taking messages

Complete the exchanges below with words from the box.
A Can I a message?
B Yes, please. Please him I'll arrive at about three in the afternoon.

C He isn't here at the moment. you like to leave a message?

D Yes, you say Mr Sorensen called?
C I'm sorry, can you your name?
D Yes, it's Sorensen. S ... O ... R .... E .... N ... S ... E .... N.

E Shall I ask him to you tomorrow?

F No, it's okay. Please tell him I'll later.

G I'd like to a message for Mr Casey, please.

H Yes, of course. Who's calling?
G Angelo Gherrini, from Milan.

3 Asking for repetition

Make sentences from the following.
a) can I'm that you repeat sorry? didn't you I hear,
b) said I'm understand I what didn't you sorry. you that spell can please?
c) sorry speak I'm slowly more please. say you what did?

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Preparing to make a telephone call
Receiving calls
Taking and leaving messages

Cross-cultural communication on the telephone (1)

1 Listen to the three recorded extracts. Match each call to the appropriate picture
below. In each case there is a communication problem.

What is the problem, and how could it be solved?

Conversation 1 Picture Problem

Solution

Conversation 2 Picture Problem

Solution -

Conversation 3 Picture Problem

Solution
 2 Look briefly at the text. Before reading, say:
a) what it is about
b) what the message of the cartoon on the next page is
c) what you think the text probably recommends.

3 Now read the text. Identify the following:

a) something that is important before telephoning
b) advice on how to use your voice
c) advice on checking your understanding
d) examples of'explicit' cultures - what does this mean?
e) examples of 'subtle' cultures - what does this mean?
f) a possible problem about the phone that you would not have face-to-face.

Telephoning across cultures

Many people are not very confident about using the telephone in English. However, good
preparation can make telephoning much easier and more effective. Then, once the call begins,
speak slowly and clearly and use simple language.
Check that you understand what has been said. Repeat the most important information, look
for confirmation. Ask for repetition if you think it is necessary.
Remember too that different cultures have different ways of using language. Some speak in a
very literal way so it is always quite clear what they mean. Others are more indirect, using hints,
suggestions and understatement (for example 'not very good results' = 'absolutely disastrous') to
put over their message. North America, Scandinavia, Germany and France are 'explicit' countries,
while the British have a reputation for not making clear exactly what they mean. One reason for
this seems to be that the British use language in a more abstract way than most Americans and
continental Europeans. In Britain there are also conventions of politeness and a tendency to
avoid showing one's true feelings. For example if a Dutchman says an idea is 'interesting' he
means that it is interesting. If an Englishman says that an idea is 'interesting' you have to deduce
from the way he says it whether he means it is a good idea or a bad idea.
Meanwhile, for similar reasons Japanese, Russians and Arabs - 'subtle' countries -
sometimes seem vague and devious to the British. If they say an idea is interesting it may be
out of politeness.
The opposite of this is that plain speakers can seem rude and dominating to subtle speakers,
as Americans can sound to the British - or the British to the Japanese.
The British have a tendency to engage in small talk at the beginning and end of a telephone
conversation. Questions about the weather, health, business in general and what one has been
doing recently are all part of telephoning, laying a foundation for the true purpose of the call.
At the end of the call there may well be various pleasantries, Nice talking to you, Say hello to
the family (if you have met them) and Looking forward to seeing you again soon. A sharp, brief
style of talking on the phone may appear unfriendly to a British partner. Not all nationalities
are as keen on small talk as the British!
Being aware of these differences can help in understanding people with different cultural
traditions. The difficulty on the telephone is that you cannot see the body language to help you.
Adapted from Faxes, phones and foreigners by kind permission of British Telecommunications pic.
Z IP C O AMERICAN Hows business?

XCOME

'wi Realty busy.'/

4 Choose the closest definition of the following words from the text.
1 literal (1.7)
a) direct and clear b) full of literary style c) abstract and complicated
2 understatement (1.8)
a) kind words b) less strong way of talking c) clever speech
3 deduce (1.14)
a) reduce b) work out c) disagree
4 vague (1.17)
a) unclear b) unfriendly c) insincere
5 devious (1.17)
a) rude b) dishonest c) clever
6 pleasantries (1.24)
a) questions b) requests c) polite remarks
2 Setting up appointments
S ® 1 Listen to the recording. Two colleagues, Bob and Lara, need to meet because a third
colleague, Leon, has resigned. As you listen, write the details of the appointment
they make in Bob's diary.

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14 Monday
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15 Tuesday
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1 6 Wednesday
)

M u l f y XV 16:00

17 Thursday _____ CT .2. - . )

14:00phone, Creggon

15:00 comm. Seminar £ f ? 2 0

•=T / >
18 Friday
L^J(@) 2 Here Vladimir Kramnik from Moscow calls Joanna Hannam of Swallow Exports
Ltd., in London. He wants an appointment with Ms Hannam. Complete the details
of the arrangement made in Ms Hannam's diary.

June

m.— , " ?
3 Monday

4 Tuesday

1
< —1

wmmmm

3 Compare the two recordings.

a) Identify three ways in which Ms Hannam's secretary offers to help
Mr Kramnik.
b) Comment on the performance of the staff working for Swallow Exports.
c) What style differences are there between the two conversations in 1 and 2 above?
Why are they so different?

Practice 1
In the following conversation, a Singaporean exporter plans to send goods
from Singapore to Greece. He wants to have a meeting with a Greek shipping
company, Intership.
 Suggest suitable phrases for each step in the conversation, then practise the dialogue
with a colleague.

Caller (Computech) Called Person (Intership)

'Intership, good morning.'
Greeting

Introduce yourself.
Check name.
Confirm / correct,
Offer to help.
Ask for appointment
with Mr Dionis.
Ask what it's about.
Explain that you want to
discuss transport of goods
from Singapore to Athens.
Acknowledge - ask when would
Suggest next week. be a good time.

Reject - Mr Dionis is away.

Suggest beginning of next month.

Agree.
\
Suggest Monday 3rd.
Reject - on Monday
Mr Dionis is busy all day.
J
Suggest Tuesday.
Agree. Suggest 10.00 a.m.
Agree - ask for an email to confirm.
Offer to book hotel.

Agree to email. Hotel

booking is not necessary.
*
Signal end of call. End call / thanks / refer to an email, etc.

End call.

j | (®) Now listen to the recording of a model answer.

 Practice 2
Sending an email after a telephone conversation is an i m p o r t a n t way to check that there
has been n o m i s u n d e r s t a n d i n g in the conversation. Many companies also like to have
written c o n f i r m a t i o n of things agreed by telephone.
Use the template below to write an email c o n f i r m i n g the a r r a n g e m e n t s m a d e in the
C o m p u t e c h / Intership conversation.

From "P G Smith" pgsmith4@[Link]

To petakr2@[Link]
Sent 15 April 20-10.45
Subject Meeting Mr Dionis

Message

3 Changing arrangements
1 Listen to a c o n v e r s a t i o n b e t w e e n t w o colleagues, J o h n a n d Pamela. Note:
a) details of the original a r r a n g e m e n t
b) reasons for change
c) the new a r r a n g e m e n t .

2 a) H o w would you characterise the style of this conversation?

b) W h y is it like that?
L^J(®) 3 Listen again to the conversation between John and Pamela. Note the four-part
structure of a conversation about changing arrangements. Complete the missing
words from the key phrases below:

(1) reference to original appointment

'We're today...'

(2) Statement of problem

I * Need for change

I'm , I really can't

I
(3) Fixing new appointment

'Can we

I
(4) Confirmation

'See you

Role play 1
Work in pairs. Student A should turn to File card 9A. Student B should use
File card 9B.

Role play 2
Keep to the same A or B. Student A should turn to File card 10A. Student B
should look at File card 10B.
4 Ending a call
1 You will hear a recording of Catherine Welsh, a
Communications Consultant, talking about
telephoning and, in particular, ending phone calls.

Before you listen, suggest what she might say about

the following:
a) ways to avoid misunderstandings
b) a way to check that there's nothing left to say
c) the importance of small talk
d) ways to get off the phone when the other person keeps talking and you are
very busy.

Now listen to what Catherine actually says. Compare her suggestions with what you
suggested above. Discuss these and other suggestions.

Hans Rossler is an Export Manager for a German company in Munich. An

agent, Hassam Akhtar from Morocco, is planning to visit him. You will hear two
versions of how Hans ends a phone conversation with Hassam. Notice how they
are different.
a) What is wrong in the first version?
b) Which key phrase is in the second ending that was not in the first one?

Listen to the next recording of a conversation between two colleagues, Celia Walton
and Gerd Hoffmann, who work for a Swiss toy manufacturer.
a) What is Celia's problem?
b) How does she resolve it?

Practice 3
Sit back-to-back with a colleague and have a telephone conversation about any small
talk topic. One of you should try hard to keep the conversation going. The other
should politely try to get off the phone.

Reverse roles and repeat the exercise.

TRANSFER 1
Work in pairs, A and B,to devise and practise two role plays. First, each of you should think
about your o w n work or real-life situation. Choose a situation where you need to call someone
to arrange a meeting. Explain the situation to your [Link] practise first one
conversation, then the other. Remember to end the call appropriately.

TRANSFER 2
Next time you have to arrange a real meeting by telephone, use the language and
recommendations made in this unit. Prepare the call, think about the call structure (see Skills
Checklist) and think about how to end the call.
Language Checklist Skills Checklist
Telephoning (2) Telephoning (2)
Stating reason for a call Voice
I'm ringing to ... • speed
I'd like to ... • clarity
I need some information about ... • volume

Making arrangements Structure

Could we meet some time next month? • background information
When would be a good time? • key information
Would Thursday at 5 o'clock suit you? • repetition, emphasis and confirmation
What about July 21st? • possible confirmation by fax

That would be fine.

Style
No, sorry, I can't make it then.
• formal / informal
Sorry, I'm too busy next week.
• cold call / new contact / established contact
• in-company vs customer
Changing arrangements
supplier
We've got an appointment for next month, but ...
outside agent
I'm afraid I can't come on that day.
• colleague / friend / business associate /
Could we fix an alternative?
public
• company image
Confirming information
So ...
Structure of a call
Can I check that? You said ...
Beginning
To confirm that ...
introduce yourself
Can you / Can I confirm that by email?
get who you want
small talk
Ending a call
state problem / reason for call
Right. I think that's all.
Thanks very m u c h for your help.
Middle
Do call if you need anything else.
ask questions
I look forward to ... seeing you / your call / your
get / give information
letter / your email / our meeting.
confirm information
Goodbye and thanks.
Bye for now.
End
signal end
thank other person
small talk
refer to next contact
close call
check that there's nothing else to say
Quick Communication Check
1 Making arrangements
Complete the dialogue below.
A I'd like to (a) v you some time next month, to meet Mr Lomas.
B That's (b) f. I could give you an (c) a next week.
A No, unfortunately I'm (d) a next week. The (e) f. week would be okay.
B Yes, well (f) h a Thursday morning at 10 o'clock?
A That's good. Please can you (g) c by email?
B Yes, of course.

2 Changing arrangements
You have an appointment to see Ms Keppel at 11.30 today. Unfortunately your train is delayed.
You will not arrive until 12.30. Telephone Ms Keppel's secretary, John Cousins, to explain the
problem. Complete the conversation with words from the box.
A Hello, Mr Cousins. This is (your name). I (a) at 11.30, with Ms Keppel.
But unfortunately the train (b) . I'm going to be (c)
B I understand. What time do you think you'll arrive?
A About 12.30. Is that a (d) ? late
B No, no problem at all. delay
A Thank you. I am (e) about the (f) have an appointment
B It's okay. It's not your fault. See you soon. Thanks for (g) problem
A Thank you. Bye for now. sorry
calling
is delayed
3 The structure of a call
Put these sentences in the correct order.
A I understand. That's very kind of you. Thank you very much.
B Can I confirm that? The date is 4 December and it's at the Clyde Hotel.
C Excellent. I look forward to seeing you there.
D I'm ringing to find out some information about the Direct Line Conference in December.
E Hello, my name is Patrick / Patricia Lefevre. I'm calling from Paris.
F Could you tell me the date and venue of the conference?

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a problem...
AIMS Cross-cultural communication on the telephone (2)
Problem-solving on the telephone
Complaints

Cross-cultural communication on the telephone (2)

1 The following text gives some advice about telephoning between different
cultures. Before you read it, quickly answer these questions about the
organisation of the text:
a) What is the picture about?
b) How many paragraphs are there?
c) How many main points are probably in the article?

2 Read the text, then mark the sentences that follow as True (T) or False (F).

In some countries, like Italy and Britain, conversation is a form of entertainment. There is an
endless flow of talk and if you break the flow for a second someone else will pick it up. In
other countries there is a higher value placed on listening - it is not only impolite to break in
but listeners will consider what has been said in silence before responding. Finland and Japan
are examples.
If you are talking to people who are also speaking English as a foreign language, they are
likely to leave gaps and silences while they search for words or try to make sense of what you
have just said. So be patient and try not to interrupt, as you would hope they would be patient
with you.
Every country has its own codes of etiquette. For example it is common for Anglo-Saxons to
use first names very quickly, even in a letter or fax or telephone call. Such instant familiarity is
much less acceptable in the rest of Europe and Asia where even business partners and
colleagues of many years' acquaintance address each other by the equivalent of Mr or Mrs and
the last name or job title.
So stick to last names unless you specifically agree to do otherwise. Don't interpret the other
person's formality as stiffness or unfriendliness. On the other hand, if business partners with
an Anglo-Saxon background get on to first name-terms straight away, don't be surprised.
 Above all, one should remember that people do not usually mind if their own codes are
broken by foreigners as long as they sense consideration and goodwill. This is much more
20 important than a set of rules of etiquette.

Adapted from Faxes, phones and foreigners by kind permission of British Telecommunications pic.

a) For the British and the Italians it is normal to interrupt the other
speaker during the conversation. •
b) A special importance is attached to listening in Japanese and
Finnish cultures. D
c) One should interrupt and try to help speakers who may have
difficulty in saying what they want to say. •
d) It is unusual for Americans and British to use first names early
in a business relationship. •
e) It doesn't matter if you break certain social rules if it is clear that
you are sensitive to other people. •
f) Etiquette is the critical point in telephoning between different cultures. •

3 W h i c h do you t h i n k is the most i m p o r t a n t point?

2 Problem-solving on the telephone

1 Lee Santana is a telecommunications equipment retailer f r o m Los Angeles. Listen to
the recording of a conversation he has with a supplier, Yoshinaga Takafumi. He works
for AKA Company, a Japanese telephone systems manufacturer.
a) Identify the problem and the suggested solution.
b) Listen again. Do you think Yoshinaga Takafumi provided good customer service?
If so, how?
c) Notice how the conversation follows the structure shown here:
 Customer Supplier
Introduction and getting who you want. •
Greeting and small talk.
Small talk.

Stating problem.
Apology.

1
Suggesting solution.
Agreeing to suggested solution,

i
Confirmation. Apology.

End call.
I
End call.

Practice 1
Work in pairs, A and B. Create
a dialogue based on the prompts
below. A is the Client Services
Manager of Keene Investments
who calls B, a financial adviser.
A is B's boss.

Eric/Erica King (A) Charles/Charlotte Heppel (B)

Answer the phone.
Introduce yourself and say
there's a problem. •
Respond-ask what?
Respond - explain problem:
A client - Sandra Henson - has phoned.
She expected CH to visit yesterday.
No one came. Respond - the client has made a mistake.
The appointment is for next week.
Respond appropriately. Ask CH if he / she
wrote with details of the visit.
Yes. Offer to call Sandra Henson.
End call (Smalltalk).
End call.

Now listen to a recording of a model answer.

3 Complaints
L^J© 1 Hamid Nadimi of Ahmed Al-Hamid & Co. in Riyadh telephones Peter Carr, from
Stella Communications pic, Birmingham, with a complaint.

a) Listen and identify the problem. Problem?

Mr Nadimi complains that
b) Listen again and write the
remaining key information
on the flow chart: <Jr
Response?
Mr Carr says

I
Action decided?
Mr Carr promises

Discuss how Peter Carr handles the call. Do you think he said the right things?

2 Work in pairs to create a new version of the above conversation beginning with the
same basic problem. Provide better customer service in your version.

3 Imagine you are Peter Carr. Following the above phone call and then a conversation
with Mr Bains, write an email to Mr Nadimi. Tell him Mr Bains will return in four
days with the parts and the system will be repaired within five days. Use the email
outline template below:

•
20 l 40I . 60I 1 SOI .1OOI . 120I . 140| .160I 180 l
i i 1i I1i i1 i i I i i i i 1 i i i i I i i i i 1 i i i i I i i i i I i i i i I i i i i 1 i i i i 1 i i i i I i i i i I ii iiI i i i i i I i i i
1 1 11 1 1 1 1 1 11 1 i 1: I1i 1 , i .???l
I

2=
o- STELLA COMMUNICATIONS

4 I
TO hamidnadimi@[Link] (Hamid Nadimi)
0 -
FROM [Link]@[Link]
SUBJECT Faulty Valves on Pipeline System y
6;
o -

Following our 1 am pleased to tell you that Mr Bains

8 - in four davs and within five davs.
o-
If there is any way that 1 can be of further assistance please do not —

1~ me again.
o:
o -
Also, let me assure you of in future.
Best regards
2 _
o -
Peter Carr
Customer Services
4 :
o -
—

=
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 Practice 2
|j™](®) Suggest what the person complaining and the person handling the complaint could
say in the following situations. Then listen to the recordings of model answers.

1 A printer purchased three

months ago has broken
down for a fourth time.

2 An order from a hospital

for 500 x 100 ml of
medicated gel has
not arrived.

3 A travel agent promised to

send out an airline ticket
for departure tomorrow.
It has not arrived.
 Practice 3
Use the flow chart below as the basis for a telephone conversation involving
a complaint.

Berraondo S.A. Tao Loon Company (Sales Office)

Answer.

Greeting.
Introduce yourself.

Offer to help.

Explain problem.
Order HF5618 for 20 printers.
Only 17 have arrived. •
Express surprise.

This is second time you have

received an incomplete delivery.
Suggest possible error in
order administration.

Agree - say you need the other

three printers urgently.

Delays are costing you goodwill -

unhappy customers.
Explain stock problems.

Ask for a promise of

delivery date - ASAP. •
Promise next Monday.

Complain - you want despatch now.

. Express regret - not possible.

Ask for an email to confirm despatch.

Agree - apologise,

i
End call.

(®) Now listen to the recording of a model answer.

 Role play
Work in pairs, A and B. Student A should look at File card 11A and Student B
should look at File card 11B.

TRANSFER 1
Think of examples of where you have needed to resolve a problem on the telephone, perhaps
with a colleague (an internal problem) or with another company (an external problem).
Did the problem involve a complaint?
Say what the situation was and what problem occurred.
Explain any difficulty you had and say how the problem was resolved.

TRANSFER 2
Prepare a conversation typical of the sorts of problems or complaints you are faced with in
your working life. Explain the situation and the roles involved to a colleague and then perform
the conversation.
Language Checklist Skills Checklist
Telephoning (3) Telephoning (3)
Stating reason for the call If you receive a complaint:
I'm ringing about ... • consider your company's reputation
Unfortunately, there's a problem with ... • express surprise
I'm ringing to complain about ... • ask for details
• suggest action
Explaining the problem • promise to investigate
There seems to be ... • make reasonable suggestions, offers to help.
We haven't received ...
The ... doesn't work. Consider your customer and:
The quality of the work is below standard. • show polite understanding
The specifications are not in accordance with our • use active listening
order. • reassure customer.

Referring to previous problems If you make a complaint:

It's not the first time we've had this problem. • prepare for the call
This is the (third) time this has happened. • be sure of the facts
Three months ago ... • have documentation available
We had a meeting about this and you assured us • decide what you require to resolve the
that ... problem - at least partially - or completely.

Threatening Who is to blame?

If the problem is not resolved ... Who is responsible?
we'll have to reconsider our position, Are you talking to the right person?
we'll have to renegotiate the contract, Was your order or your specifications correct?
we'll contact other suppliers, Were you partly responsible for arrangements
the consequences could be very serious. which went wrong, e.g. transport?
Does responsibility actually lie elsewhere, i.e.
Handling complaints and other problems with a third party?

Asking for details If you do not get what you want:

Could you tell me exactly what ... ? • keep control - state what you need calmly
Can you tell me ... ? • do you need to continue to do business with
What's the ... ? the other side?
• if you do, keep a good relationship
Apologising • express disappointment - not anger
I'm sorry to hear that. • don't use threats - unless you have to!
I'm very sorry about the problem / delay /
mistake ...

Denying an accusation
No, I don't think that can be right.
I'm sorry but I think you're mistaken.
I'm afraid that's not quite right.
I'm afraid that can't be true.
Quick Communication Check
1 Saying why you are calling
Match the phrase on the left with the correct ending.
1 The reason for my call ... a) advice on ...
2 I'm ringing about... b) something about your services?
3 I need to talk to c) a supply problem.
4 I would like some d) is a technical matter.
5 Can you tell me e) someone about ...

2 Explaining the problem

Replace the underlined words with words in the box which mean the same. please explain
1 We are still waiting for the goods to arrive. delivery
2 There seems to be something wrong with the machine. not working
3 The power switch is broken. a problem
4 We still have not received an answer to our letter. a reply
5 I don't understand why we have not received the money you owe us. the instructions
6 I don't understand how to operate the machine. payment

3 Handling complaints
Complete the exchanges below with words from the box. you back reference
A There seems to be a problem with the machine. serial number
B I'm (a) to hear that. delivery transfer
Do you have a customer (b) number? delay comes back
What's the (c) on the machine? hold ask him
C I'd like to speak to Mr Davis. sorry available
D He's not (d) at the moment but I'll
(e) to call (f) 2 as soon as he (g)
E I think there's a problem with the invoice.
F If you (h) on, I'll (i) you to the right department.
G We still haven't received the goods.
H I'm sorry. We've had a (j) in distribution.
Everything should be okay for a (k) next week.

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