1.

DEALING WITH CLIENTS

1.1. Thinking time

A) Often we want to give ourselves thinking time before we answer a question,

especially if we don’t understand it! Here are four techniques:

Techniques Examples Advantages Disadvantages

Pretend you Pardon? Simple – only one word Everyone does it.
haven’t heard Sorry? to remember
Eh?

Repeat the You mean … what is forty- Lots of thinking time. Can you remember
question five divided by nine? the question?

Use delaying Well… You can use them several times If you use them too
noises Um… in the same sentence. often you sound
Er… stupid.

Use it depends It depends. You will sound intelligent. You can only use it
It depends on (the (Stroke your chin at the same when there is more
situation). time). than one possible
answer.

Note: Don’t forget that you can use more than one technique.
Sorry? You want to know what I think about this?
Well… um… it depends, really.

1.2. Turn-taking
A) Look at these expressions for directing conversation in a formal situation, like a
business meeting. Put them into three groups:

A including quiet people.

B stopping interruptions.
C keeping the conversation to the point.

1. What’s your opinion, Sam?

2. May I continue?
3. Let me finish.
4. Shall I continue?
5. Let’s get back to the point.
6. You haven’t said anything yet, Sam.
7. Do you want to add anything here?
8. I haven’t finished my point.
9. Please allow me to finish.
10. Does anyone want to say anything before we move on?

B) Read through this checklist, and think about your personal conversation skills in
your own language. If you’re not too embarrassed, ask a partner if they agree with your
opinion about yourself!

Non-verbal communication:
 Do you stand too close or too far away?
 Do you make too much eye contact or too little?
 Are you relaxed?

Your voice:
 Do you speak too loudly or too quietly?
 Do you speak clearly?

Conversation skills:
 Do you interrupt too often?
 Can you finish making your point without people interrupting you?
 Is your speech too formal or too casual for the situation?
  Do you take turns, or do you stay quiet for long periods, or do you dominate the
conversation?
 Do you show that you’re listening attentively?

2. PHONE CALLS

2.1. Answering the phone

A) Imagine the phone is ringing and you have to answer it. Which of the following can
help you? Discuss with a partner.
 Have a pen and some paper ready.
 Think about which language the caller will speak.
 Pick the phone up immediately.
 Sound friendly and interested.

B) Which of these ways do/would you use to answer the phone at work?
 Answer with ‘Hello’.
 Answer with your number.
 Answer with your name.
 Answer with the name of your company.
 Answer with the name of your department.
 Use a combination or a different way.

2.1.1. Pronunciation: letters

Letters and spelling are particularly important on the phone. Look at the alphabet below.
Why has it been written this way? Discuss with a partner.

/ei/ /i:/ /e/ /ai/ /əʊ/ /u:/ /a:/

day see bed my no you are
Aa Bb Ff Ii Oo Qq Rr
Hh Cc Ll Yy Uu
Jj Dd Mm Ww
Kk Ee Nn
Gg Ss
 Pp Xx
Tt Zz (BrE)
Vv
Zz (AmE)

2.2. Beginning a call

A) When you make a call and introduce yourself, which of the following should you
do? Thick (✓) always, sometimes or never. Discuss with a partner.

 Give your name.

always sometimes never
 Give a greeting.
______ ______ ______
 Give your telephone number.
______ ______ ______
 Say why you are calling.
______ ______ ______
 Give your address.
______ ______ ______
 Give the name of your company.
______ ______ ______
 Explain your relationship to the person
______ ______ ______
you are calling.
 Give your credit card number.
______ ______ ______
______ ______ ______
B) Match the sentences (1-5) to the responses (a-e). There may be more than one
possibility.

Introducing yourself / Responding

Asking to speak to someone
1. Good morning. It’s Franco here. a. Yes, it is.
2. This is Maria. Is that Jack? b. Yes, she is. Just a moment.
3. I’d like to speak to Manju, please. c. Oh, hello. How are you?
4. Is Klara in? d. No, I’m sorry, he’s away this week.
5. Could I speak to Peter, please? e. Speaking.
C) Write three conversations using different combinations of the language you have learned.

Example:
A: (answering) Good morning. [name of company]
B: (introducing/asking) Hello, this is … . Is … there, please?
A: (responding) Speaking.

Practice reading the conversations aloud with a partner. Then practice without reading.

D) Look at the things you can say when you introduce yourself (1-6).
Match them to their functions – the reasons why you say them (a-f).
1. We worked together in Germany.
2. I work in Marketing.
3. This is Yusuf Kemal.

4. I’m calling about the meeting.

5. Good afternoon.

6. I’m calling from ABC.

a. to give your name.
b. to say why you are calling.
c. to explain your relationship to the
person you are calling.
d. to give the name of your department.
e. to give the name of your company.
f. to greet the other person.
E) There are a number of different ways of clarifying who you are / saying why you are calling at
the beginning of a call:

name… from + company

from + office, place
I’m his business partner.
He’s my line manager.
We met at…
She rang me…
They worked with us…
I’m calling/phoning/ringing about/to discuss the conference.

2.3. Ending a call

A) Read this text and fill in the gaps using these words:

finish this harder politely ‘Goodbye’ call person

It’s easy to end a phone ______________________ – just say ______________________. It’s

much ______________________ to signal the end – to show the other ______________________
that you want to ______________________ the call. But there are several ways of doing
______________________ clearly and ______________________.

B) Notice the following structures in phrases used to signal the end of a conversation:

Infinitive (without ‘to’)

Speak to you soon. / Talk to you next week.
(= I’ll speak/talk…)
Usually used only with speak/talk.

Adjective + infinitive (with ‘to’)

Good/Nice/Great to hear about… / to make contact.
(= It was good…)
Imperative
Give me a ring. / Give her my regards.

‘Thank you’ / ‘Thanks for’ + -ing form

Thanks for calling (me) back / ringing.

Work with a partner. For each of the structures, write down two more phrases you could use at the
end of a phone conversation.

C) Put these lines in the correct order to make conversations. There may be more than one
possibility.
1 3

____ All right. Well, thanks for calling.

____ Yes, bye. ____ Oh, are you? OK.
____ That’s OK. Speak to you soon. ____ Right, well, good to hear
__1_ Sorry, but I really must get on now. from you.
____ Goodbye.
__1_ Speak to you next week
2 then.
____ And give my regards to Bob. ____ Yes, nice to talk to you, too.
__1_ Thank you for ringing. ____ Bye for now.
____ Yes, bye. ____ Fine. I’m away on Monday,
____ Of course I will. See you then. though.
____ That’s OK. Good to speak to you again.

D) Fill in the gaps in these conversations.

1
A: Good morning. AOK Communications.

B: Hello. ________________ I speak ________________ Pat, please?

A: Certainly. Who ________________ I _______________ is _________________?

B: ________________ Franco Baggio. We met at the trade show.

2
A: Well, nice to make ________________ at last.

B: Yes, thanks for ________________ back to me.

A: That’s OK. ________________ send you an e-mail tomorrow.

B: Thanks. Give my ________________ to Simran.

A: I will. Bye.

B: Goodbye.

3
A: Thank you for ________________ me back.

B: That’s all right. I’m ________________ you were in.

A: ________________ you fax me the details?

B: Yes, ________________ fax them this afternoon.

A: OK, thanks. ________________ to you soon than.

B: Yes. Bye.

Practice the conversations with a partner, paying attention to pronunciation.

E) You are beginning a call. Practice this conversation with a partner.

Take turns to play each role.

STUDENT A STUDENT B

Answer the phone with a

company name.

Check the company name.

Repeat the company name.

Introduce yourself and ask

 for someone.

Respond; check B’s name.

Clarify who you are.

Ask B to wait.

2.4. Useful sentences

I’d like to speak to…, please.

Could I speak to…, please.

please wait Could you hold the line a moment, please?

Sorry to keep you waiting.
not available I’m afraid he’s not available at the moment.
He’s not at his desk at the moment.
goodbye Thank you for calling. Goodbye.