《國(guó)際商務(wù)交際》03 Making Telephone Calls

MakingTelephoneCallsUnit3Preparingforcalls01Openingphonecalls02Structuringtelephonecalls03CONTENTS·Followingthegeneralcallstructure·Understandingspecificcallstructures·TechniquesforstructuringcallseffectivelyPreparingforcallsOpeningphonecallsStructuringtelephonecalls·Makingdeskpreparation·Checkingtimeinothertimezones·Identifyingcallobjectives·Listingmainpoints·Howtobepolite,helpful,orderlyandnaturalSkillsoverviewPreparingforcalls011.Whataretheproblemstheyhave?2.Howcanproblemlikethisbeavoided?StartingupTask1Pairwork.Lookatthecartoonanddiscusswithyourpartnersthefollowingquestions.KEY1.Whataretheproblemstheyhave?Themainproblemislackofpreparation.ThecallerinShenzhenhasnotcheckedthetimeinNewYorkis2a.m..Thereisatimedifferenceof12hours!2.Howcanproblemlikethisbeavoided?Oneshouldalwayscheckthetimewhencallingdifferenttimezones.Theearthisdividedinto24timezones,eachofwhichisabout15°wide.Eachtimezoneisonehourdifferenttothenext.Withineachzoneallclocksaresettothesametime.Thisisthecaseallovertheworld—thereareveryfewexceptions,suchasAustralia,wheretherearehalf-hourzones.Themiddleline,ormeridian,islocatedinGreenwichinLondon.AlltimezonesarebasedaroundGreenwichMeanTime.EachtimezonetothewestofGreenwichisonanearliertimezone,whilethosetotheeastofGreenwichareonalatertime.DirectlyaroundtheworldfromGreenwichistheInternationalDateLine,wherethetimezonesmeet.TheDateLineis12timezonestotheeastofGreenwichand12timezonestothewest.Therefore,insteadofaone-hourtimedifference,thereisa24-hourtimedifference.Peoplewhocrossthislinedonotneedtochangetheirwatch,buttheyneedtochangethedate.StartingupCallPreparationAsuccessfulphonecalldependsmostlyonthepreparation,nomatterwhetheritisoutgoingorincoming.Thelackofpreparation,particularlyintheinternationalcontext,maysomewhatresultinalossofbusiness.Whenmakingacall,youshouldtrytoguesswhattheotherpersonmightsayorask.Thisissubconsciouspreparation.Buttherearemoreconsciousthingstodo,likegettingtogetheranyinformationyouneedandhavingtherightfilenearby,yourcalendar,notepaperandpenready.Youmightalsoneedsomeparticularstuffonthecomputerscreen,salesfigures,aclientlist,etc.Allthatiswhatyoucalldeskpreparation,whichisveryimportant.Theninadditionyoumayneedtocheckrecentcorrespondence,knowingexactlywhat’sgoingonsoastounderstandthesituationortherelationship.Aboveall,youwillhavetocheckthenameofthepersonyouaregoingtocallandthetelephonenumber,thinkaboutthepurposeofthecall,whatyouexpectfromthecallandwhatyoumayneedtoaskorneedtosay.Ifthecallisaninternationalone,youhadbettercheckthetimebeforedialing,asthereisatimedifferencefordifferenttimezones.Ifyouaremakingthecallinaforeignlanguage,itissuggestedthatyouwritedownallthekeypointsandprioritizethem.Belowisapreparationchecklistforyourreference.Learningaboutcommunication341625CallPreparationLearningaboutcommunication87Whoareyougoingtocall?Whatishis/hertelephonenumber?Haveyougotthefollowingavailable?Haveyoulistedthemainpointsyouwanttocommunicateonthephone?Haveyoucheckedthetime?Whatis/areyourpurpose(s)?Whatdoyouthinktheotherpersonwillsayoraskyou?Howwillyourespond?Haveyougotanalternativestrategyincaseofnon-availability?a)Relevantdocumentation/notesb)Correspondencereceivedc)Computerfilesonscreend)Penandpapere)Diarya)Callback/becalledback—when?b)Leaveamessagec)Speaktosomeoneelsed)WriteorfaxinformationBuildingyourskillsTask2Pairwork.Youareadvisedtochecktimebeforemakinganinternationalphonecall.SearchavailableresourcesandconvertthegiventimeinBeijingtothatinotherplacesaroundtheworld.Thefirstonehasbeendoneforyou.BeijingNewYorkLondonTokyoSydneyParisMarch309:00a.m.March299:00p.m.12hoursbehindBeijingMarch302:00a.m.7hoursbehindBeijingMarch3010:00a.m.1houraheadofBeijingMarch3011:00a.m.2hoursaheadofBeijingMarch303:00a.m.6hoursbehindBeijingBuildingyourskillsTask3

Differentpeoplehavedifferentobjectivesinatelephonecall.Pleasefindouttheobjectivesofthesepeople`scallsinthesituationsbelow.Thefirstoneisdoneforyouasanexample.Situation1Apurchasingmanagercallsthesupplier,ashehasreceivedanincompletedelivery.Objectives:1.Totellthesupplierthatthedeliveryisincomplete.2.Toarrangetogettherestofthedeliverysentassoonaspossible.3.Tocomplainaboutthepoorservice(possible).Situation2AuserofHBprinters,makesacalltoHBcustomerhelpline,ashekeepssufferingfromaproblemofpaperjams.Situation3ASalesRepresentativeforafurnituremanufacturermakesafirstcalltoOfficeWorld,acompanywhichsellsofficefurniture.Situation4AmanagerassistantcallsthegeneralmanagerofFRTKCompany,asherbosshastogoabroadonthedaytheyplantomeeteachother.Situation4Situation3Situation2Objectives:1.Toinformthathisbosscan`tmeettheappointment.2.Totellthereason.3.Tocanceltheappointmentortofixanotherdateforthemeeting.Objectives:1.TofindoutifOfficeWorldcouldbeinterestedinbuyinghis/herproducts.2.Tosuggestthathe/shesendinformationtoorvisitOfficeWorld.Objectives:1.Toaskforhelpofsolvingthepaperjamproblem.2.TocomplainaboutthepoorqualityofHBprinters(possible).3.Toenquireaboutwhetherhecangetanexchangeorrefundiftheproblemstillcannotbesolved(possible).BuildingyourskillsTask4Pairwork.Afteridentifyingcallpurpose(s),itisnormallyadvisedwritingdownthemainpointstobecommunicatedonthephone.Studythesituationbelowanddrawupalistofmainpointsbeforemakingthiscall.Youwanttodistributeanewtypeofshampooinyourneighborhood.However,beforeyoustart,youwanttoknowifthecustomersarewillingtotryanewproductandwhethertheycanaccepttheprice.Oneofyourfriendsrecommendsthatyouphoneaconsultantwhomayhaveinformationhelpfultoyou.Nowyouwanttomakeatelephonecalltothispersontogettheinformation.ListofMainPoints1234Mentionyourfriend`srecommendation.Indicateyouwishtodistributethenewtypeofshampooinyourneighborhood.Askiftheycanprovideinformationonwhethercustomerswouldliketotrythisnewproductandthepriceisacceptableornot.Askifthereisaconsultingfeeandifthereis,howmuchitwillbe.BuildingyourskillsYouarelookingforajob.Afriendhasrecommendedsomeonewhomightbeabletohelpyou.Callthispersonandtrytoarrangeanappointment.YourcompanywantstobetheagentofaBritishcompanyandneedsmoreinformationaboutit.AcolleaguehasrecommendedthatyouphoneaconsultantinLondonwhomayhavethisinformation.Yourobjectiveistogettheinformation.Call1Call2CommunicatingwithothersTask5

Chooseoneofthecallsbelow.Drawupacallpreparationlist,includingalltheitemsyouneedtoconsiderbeforemakingacall.Thengivecommentstoeachother.CommunicatingwithothersCall1PreparationList1.Gettingyourpenandpaperready.2.Checkingthecalledperson’sname&phonenumber.3.Objective:tomakeanappointmentwithhim/her.4.Keypoints:◆Mentiontheperson’snamegivenbyyourfriendXXX.◆Introduceyourselftohim/herbriefly(lookingforajob,needinghelp,etc.).◆Trytofixadateformeetingwithhim/hertotalkaboutthismatterindetail.5.Endingthecallbydouble-checkingthetime&placeformeetinghim/herandexpressthanks.Call2PreparationList1.Gettingyourpenandpaperready.2.CheckingthetimedifferencebetweenLondonandhere.Thendetermininganappropriatetimeforcalling.3.Checkingthecalledperson`sname&phonenumber.4.Objective:togetmoreinformationaboutthatBritishcompany.5.Keypoints:◆Mentiontheperson`snamegivenbyyourcolleagueXXX.◆IndicateyourcompanywantstobeanagentofthatBritishcompany.◆AsktheconsultantformoreinformationofthatBritishcompany.◆Enquirewhetheryoucangetahardcopyornot.◆Askwhetherthereisaconsultancyfeeandhowmuchitwillbe.6.Endingthecallbyexpressingthanks.Openingphonecalls02WhatyouwilldoSituations●Ifyouarenotthepersonthecallerwants●Ifthelineisbusy●Ifyougetawrongnumber●Ifthepersonyouarecallingisaway●IfthepersonyouarecallingisbusyatthemomentStartingup●Askthecallertoholdthelineandfetchthepersonwanted●Hangupandredial●Apologizeandhangupgently●Leaveamessage●CallbacksometimelaterTask1

Brainstorming.Writedownwhatyouwilldointhefollowingsituationsofbeginningaphonecall.TheOpeningofTelephoneCallsPeoplemaketelephonecallstoarrangesocialengagements,conductbusinessandobtaindifferentkindsofinformation.Itisavaluableskillwhichrequiresonetobepolite,helpful,orderlyandnatural,particularlyatthebeginningofacall.BepoliteWhenmakingabusinesscall,besuretofirstidentifyyourselfandyourcompany.Ifyou`reroutedtoareceptionistoranoperator,alsoincludethenameofthepersonyou`retryingtoreach.Asimple,“Hello,thisisMaryJohnsonfromRTHP.MayIspeaktoDavidNunan?”willdo.Thenbepreparedwithaoneortwosentenceexplanationofthepurposeforyourcall.Whenyouareconnectedwiththeperson,statethepurposeofyourcallandthenbesuretoaskifyouarecallingataconvenienttime.Don’tbeinsultedifyou’reaskedtoleaveamessageorcallbacklater,aspreviousengagementsdotakepriority.Whenacallcomesin,itispolitetopickupthephoneafterthefirstringandsay,“Goodmorning,”or“Goodafternoon,”or“Hello,canIhelpyou?”IfyouaretheonethecallerLearningaboutcommunication

wants,itisbettertosay“Speaking.”Ifthecallerwantsyourcolleagueinthesameoffice,itismorepolitetosay,“Wouldyoumindholdingtheline,please?”or“Justamoment,please”,or“Holdtheline,please.”Ifyourcolleagueisout,itispolitetomentionthisbeforeaskingwhothecalleris.Thereversemightmakethecallerfeelthatyourcolleaguedoesnotwanttotalktohim.BehelpfulIfyourcolleagueisout,youcouldanswerthecallbysaying“CanItakeamessage?”or“Heisataconference.CanIgethimtocallyouback?”or“Couldyouringagainin30minutes,please?”or“Ifyouwouldliketoholdthelineforjustamoment,I’llmakesomeinquiriestoseeifIcangethim.”Trytobehelpful.Don`tjustsay,“I`mnotsurewhereheis,”or“He`sout.”Avagueorunhelpfulanswersuggestsalackofcooperationandinterest.BeorderlyIfyouaremakingacalltoaskforinformation,workoutthequestionsbeforehand.Havethemreadybeforeyoumakethecallandgetyourpenandpaperpreparedfortakingnotes.Ifyouareworkinginalargedepartment,answerthecallbygivingthenameofyourunitfirst.Thatcouldsavealotofmisunderstandingandtime.Forexample,“ChinaTravelService.Goodmorning.”BenaturalWhenyouareonthephone,benaturalandkeeptheconversationonafriendlybutbusiness-likebasis.Remember,nervousnessmayleadtomisunderstandingandlossofgood-will.BuildingyourskillsTask2

Pairwork.Studythefollowingpointsthatpeopleshouldpayattentiontointheopeningofacallanddecidewhethertheyaretrueorfalse.()1.Itisappropriatetopickupthephoneafterthreeormorerings.()2.Afterpickingupthephone,he/she,asamemberofstaffinacompany,shouldsay“hello”andannouncehis/herownnameandtrytomakethemselvessoundfriendlyandclearly.()3.Apersoncallinganofficeshouldannouncehimselftothesecretaryas“Mr.Hook,”andwhenhegetsthepersonhewants,heshouldsay,“ThisisMr.BryceHook.”()4.Itisimpropertoaskacallertoidentifyhimselfbeforeansweringhisquestions.()5.Democraticpracticecallsforyoutointroduceyourselftowhoeveranswersthephonebyyourfirstname:“ThisisDonaldCoxcalling.”()6.Wheninitiatingacall,itisbettertohaveapencil/penandpaperreadysothatyoucanmakenotes.FFFTTT36547Buildingyourskills21Task3

Beloware3jumbledextractsfromtheopeningsoftelephonecalls.Puteachextractintherightorder.1.A:justamoment,I`llputyouthrough.2.B:Iamcallingaboutaneworder.3.A:ABCInternationalTelecommunications.HowcanIhelpyou?4.B:DavidPotter.5.A:I`msorry;Ididn`tcatchyourname.6.B:ThisisDavidPotter.CouldIspeaktoJamesThompson?7.A:Couldyoutellmewhatit`sabout?Therightordershouldbe:45632Buildingyourskills1Task3

Beloware3jumbledextractsfromtheopeningsoftelephonecalls.Puteachextractintherightorder.1.A:ThereasonI`mcallingistoconfirmameetingfortomorrow.2.B:Nottoobad.So,whatcanIdoforyou?3.A:Fine,andyou?4.B:ABCInternationalTelecommunications.5.A:SusanSmithhere.IsthatyouJohn?6.B:Sureis.Howareyou,Susan?Therightordershouldbe:36521Buildingyourskills4Task3

Beloware3jumbledextractsfromtheopeningsoftelephonecalls.Puteachextractintherightorder.1.A:Letmegetherdiary...ohyes,onWednesdayat10:30.2.B:I’mnotsure.ThereasonI’mcallingistodiscusstheadvertisingbudget.3.A:MichaelHarveyspeaking.4.B:That’sit.Yousee,I’vegotabitofaproblem.5.A:I’mafraidMs.Smith’snotintheofficeatthemoment.HowcanIhelpyou?6.B:ThisisJackLondon.CanIspeaktoMs.Smith,please?Therightordershouldbe:Task4

Pairwork.StudentAandBtaketurnstosaythefollowingexpressionsintheopeningofatelephonecall.Keeppractisinguntilallexpressionshavebeenspokenout.CommunicatingwithothersPhoneRedApple,alocalcarhirefirm.Bookacarfortheweekend.Askforthepriceanddiscount,ifany.YouworkinacarhirefirmcalledRedApple.Offerthecallerthefollowing:●categoryA(small)carFordFiesta1.4L●dailyprice$30.00●specialweekendprice$50.00StudentAStudentBCommunicatingwithothersTask5Pairwork.Roleplaythecallopeningsaccordingtothecuecards.Situation1Chooseacityinyourcountry.Youaregoingtotraveltothiscityforabusinessmeetingoverthenextweekend.Telephoneatravelagencyandenquireabout:●Round-tripflight●Hotelroomsfor2nights●Restaurantrecommendation●PricesanddeparturetimesYouworkinatravelagency.ListentostudentAandofferhim/herthefollowinginformation:●Round-tripflight:AirJW$450Coach,$790FirstClass●Hotelroomsfor2nights:HotelCity$120anightinthedowntownarea,HotelRelax$110anightneartheairport●RestaurantRecommendation:ChezMarceau—downtown—averageprice$70apersonStudentAStudentBCommunicatingwithothersTask5Pairwork.Roleplaythecallopeningsaccordingtothecuecards.Situation2Structuringtelephonecalls03StartingupTask1

Pairwork.Readthelistofstepsinvolvedinstructuringacallofmakingappointmentsandanswerthequestion.Inwhichorderwouldyouexpectthemtotakeplace?KEY:C-A-E-D-F-N-B-G-H-K-J-I-L-MLearningaboutcommunicationStructuringCallsFollowingthegeneralcallstructureCommunicationbyphoneinvolves2parties—thecallerandthepersoncalled.Tobeeffectiveonthephone,thecallermusthaveaclearstrategyandstructureforthecall.Lookatthestepsthecaller/calledpersonmustfollowandidentifytheskillsandtechniquesneededtostructurethecalleffectively.UnderstandingspecificcallstructuresChangingarrangementsTheusualstructureofchanginganarrangementiscomposedof4parts:referencetooriginalarrangement(“We’resupposedtomeettomorrowafternoon”),statementofproblemandhencetheneedforchange(“Ourdirectorwillcometocompanyforavisit,soI’msorry.Ireallycan’tmakeit”),fixingnewarrangement(“CanwemeetonFridayafternoon”),confirmation(“SeeyouFridayafternoon,then”).LearningaboutcommunicationLearningaboutcommunicationSolvingproblemsItisadvisedthatyoufollowthisstructurewhensolvingproblemsonthephone:statingtheproblem(“Itseemswe’venotreceivedtherightquantityoftheorderedvases”),apologizing(“I’mverysorrytohearthat”,“Idoapologizeforit”),suggestingasolution(“Youtellmetheaddressandwe’llsendtherestbyairmail”),agreeingtothesuggestedsolution(“Okay.Thatwouldbethebest.”),confirmingatask(“You’llsendtherestbyairmailandthey’llarrivetomorrow”),andapologizingagain(“Pleaseacceptourapologiesforthisdelay”).TechniquesforstructuringcallseffectivelyAskingforrepetitionEachtimethereisarequestforrepetition,thepersonaskingfortherepetitionalsoacknowledgesit,orasksanotherquestion.Itisimportantthatanyrepetitionisfollowedbyanacknowledgement.Theusualwaystoacknowledgerepetitioncanbe,“Isee”,“Right.I’vegotthatnow”,“Okay”,“Iunderstand,Thankyou”,orstraightforwardrepetitionofthename,number,spelling,etc.ActivelisteningActivelisteningisatechniquethatcanbeusedonthephone.Havingheard,thelistenermaythenparaphrasethecaller’swords.Itisimportanttonotethatthelistenerisnotnecessarilyagreeingwiththecaller—simplystatingwhatwassaid.Inemotionallychargedtelephoneconversation,thelistenermaylistenforfeelings.Thus,ratherthanmerelyrepeatingwhatthecallerhassaid,theactivelistenermightdescribetheunderlyingemotion(“Youseemtofeelangry”or“Youseemtofeelfrustrated,isthatbecause...?”).Stepsinstructuringacall1.Greetingoperator2.Requestthepersoncalled3.Greetthepersoncalled4.Introduceself5.Explainpurposeofthecall6.Developthecallintopoints7.Summarize8.Confirmfollow-ups9.Politeformulae10.SayfarewellBuildingyourskillsTask2Readthetelephoneconversationandfindouttheactualwordsspokenforeachstepinstructuringacall.WordsspokenGoodmorning.StepsinstructuringacallWordsspoken1.GreetingoperatorGoodmorning.2.RequestthepersoncalledCouldIspeaktoMs.CarolHarrisplease?3.GreetthepersoncalledGoodmorning.Ms.CarolHarris.4.IntroduceselfThisisMarkZhangfromComInternational.5.ExplainpurposeofthecallI`mcallingtoaskyouforhelpwithourvisittoNewYork.6.DevelopthecallintopointsActuallyI`vegot2thingshere.ThefirstoneisthatI’dlikeyoutohelporganizeourreceptionina5-starhotelfor20people.Theotheroneistorent2carsforustotakespecialists.7.SummarizeAltogether2thingstodo.Oneisareceptionfor20,at7p.m.onJune5;theotheristorent2cars.8.Confirmfollow-upsCouldyoufaxmetheinformationbytomorrowafternoon?9.PoliteformulaeYes,wishourworkagreatsuccess!10.SayfarewellThenseeyouonJune5.Bye-bye.BuildingyourskillsTask3

Completethe2flowchartsillustratingthestructuresofchangingarrangementsandsolvingproblems.PleaserefertoLearningaboutcommunication.ReferencetooriginalarrangementStatementofproblem—needforchangeFixingnewarrangementConfirmationChangingArrangementsBuildingyourskills341625SuggestingasolutionAgreeingtothesuggestedsolutionStartingproblemApologizingagainApologizingConfirmingataskSolvingproblemsBuildingyourskillsTask4

Knowingthestepsinstructuringacallisonlyonethingofmakingeffectivephonecalls.Othertechniquesshouldbeadoptedtoensurethestructureiswellorganized.Inpairs,matcheachofthe8examplesontherighttothecorrespondingtechniqueslistedontheleft.Buildingyourskills1.Makesuretheotherpersonknowswhoyouareandwhyyou`recalling.

Hello,myname`s...ThereasonI`mcallingyouisthat...2.Asktheotherpersontorepeatinformationyoudidn`tcatch.

I`msorry.Couldyousaythatagainmoreslowly,please?3.Confirmthatyou`veunderstoodeachpoint.

Yes,Isee./Yes,Iunderstand.4.Double-checkthatyou`venoteddowntheotherperson`sdetailscorrectly.

CanIjustcheckthatI`venotedeverythingdowncorrectly?5.Offertocallbackifyouneedtimetocheckoninformation.

I`mnotquitesureaboutthat.CouldIcallyoubackinafewminutes,please?6.Offertosenddetailedinformationbyfaxore-mail.

Icoulde-mailthatinformationtoyouorsendyouafax.7.Sayifyoucan`tansweraquestion.

Couldyoujustholdthelineamoment,please?I`llneedtoaskmysupervisor.8.Saywhenyoudon`tunderstand.

I`msorry,butIdon`tquiteunderstandwhatyoumean.CommunicatingwithothersTask5

Pairwork.Actoutaphoneconversationaboutappointmentmakingbasedonthediary.Youcanrefertothesuggestedstepsforyoutofollow.MondayTuesdayWednesdayThursdayFridayMorningOutallthemo