CLASS COLOR LEGENDS:

Yellow- Correct Answer

Green- Things to remember
Red- Wrong Answer
Orange- Mispronounced Words

Unit 4 - Good to hear from you again!

➔ Cross-cultural communication on the telephone (1)
➔ Making arrangements
➔ Changing arrangements
➔ Ending a call

1 Cross-cultural communication on the telephone (1)

1. Listen to the recorded extracts. Match each call to the appropriate picture below.
In each case there is a communication problem.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+1+exercise+1.mp3
What is the problem, and how could it be solved?

a. Conversation 1 Picture
Problem ________________________________________
Solution ________________________________________
 b. Conversation 2 Picture
Problem ________________________________________
Solution ________________________________________

c. 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 opposite 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
5 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
10 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 tendency to avoid showing one’s true feelings. For
example if a Dutchman says an idea
15 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.
20 The opposite of this is the 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.
25 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 to 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
30 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 plc.

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 (1.15)
a) reduce b) work out c) disagree
4. vague (1.18)
a) unclear b) unfriendly c) insincere
5. devious (1.18)
a) rude b) dishonest c) clever
6. Pleasantries (1.25)
a) questions b) requests c.) polite remarks

2 Making arrangements
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.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+2+exercise+1.mp3
 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.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+2+exercise+2.mp3

May June

27 Monday 3 Monday

28 Tuesday 4 Tuesday

29 Wednesday 5 Wednesday

30 Thursday 6 Thursday

31 Friday 7 Friday

1 Saturday 8 Saturday

2 Sunday 9 Sunday

3. Complete 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, Internship.

Suggest suitable phrases for each step in the conversation, then practise the dialogue with a
colleague.
Caller (Computech) Called Person (Internship)
‘Internship, good morning.’
Greeting.
⬇
Introduce yourself.
Check name.
Confirm / correct.
Offer 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 be a good time.
Suggest next week.
Reject - Mr. Dionis is away.
⬇
Suggest beginning of the month.
Agree.
⬇
Suggest Monday 3rd.
Reject - On Monday
Mr. Dionis is busy all day.
⬇
Suggest Tuesday.
Agree. Suggest 10 a.m.
Agree - ask for fax to confirm.
⬇
Offer to book hotel.
Agree to fax - hotel
booking is not necessary.
⬇
Signal end of call.
End call / thanks / refer to fax, etc.
End call.

Now listen to the recording of a model answer.

https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+2+exercise+2.mp3

Practice 2
Sending a fax after a telephone conversation is an important way to check that there has been
no misunderstanding in the conversation. Many companies also like to have written confirmation
of things agreed by telephone.
Use the template below to write a fax confirming the arrangement made in the
Computech/Internship conversation.

COMPUTECH ARCOS
Lorong One Toa Paych
Singapore 1253
Telephone: ++65 350 574
Fax: ++65 250 552

Fax to: Mr. Dionis (Internship S.A.)

Fax Number: Page 1 of 1
From: Date:

Message

3 Changing arrangements

1. Listen to the conversation between two colleagues, John and Paula. Note:
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+3+exercise+1-3.mp3
a. details of the original arrangement
b. reasons for the change
c. the new arrangement.

2. a. How would you characterise the style of this conversation?

b. Why is it like that?

3. Listen again to the conversation between John and Paula. Not the four part structure of
a conversation about changing arrangements. Complete the missing words from the key
phrases below:
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+3+exercise+1-3.mp3

(1) reference to original arrangement

‘We’re _______ _______ _______ today … ‘
⬇
(2) Statement of problems ⟶ Need for change
‘I’m ______ , I really can’t _______ ________.
⬇
(3) Fixing new arrangement
‘Can we ______ _______ ______ _______?
⬇
(4) Confirmation
‘See you ______ _______.
 Role play
Work in pairs. Student A turn to File card 9A. Student B should use File card 9B.

Role play
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.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Au
dio_1st_ed/part%201?dl=0&preview=Unit+4+part+4+exercise+1-2.mp3

Before you listen, suggest what she might say about the following:
a) ways to avoid misunderstanding
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

2. Now listen to what Catherine usually says. Compare her suggestions with what
you suggested above. Discuss these and other suggestions.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+4+exercise+1-2.mp3
3. 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 phone conversation with Hassam. Notice how they are different.
a) What is wrong with the first version?
b) Which key phrase is in the second ending that was not in the first one?

4. Listen to the next recording of a conversation between two colleagues, Celia

Walton and Gerd Hoffmann, who work for a Swiss toy manufacturer.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+4+part+4+exercise+3.mp3
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 own work or real life situation. Choose a situation where you need to call someone to
arrange a meeting. Explain the situation to your partner. Then practise first one conversation,
then the other. Remember to end the call properly.

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
Telephoning (2)

Stating reason for a call

I’m ringing to …
I’d like to …
I need some information about …

Making arrangements
Could we meet sometime next month?
When would be a good time?
Would Thursday at 5 o'clock suit you?
What about July 21st?

Changing arrangements
We’ve an appointment for next month, but …
I’m afraid I can’t come on that day.
Could we fix alternative?

Confirming information
So …
Can I check that? You said …
To confirm that …
Can you / Can I confirm that by fax?

Ending a call
Right. I think that’s all.
Thanks very much for your help.
Do call if you need anything else.
I look forward to … seeing you / your call / your letter / your fax / our meeting.
Goodbye and thanks.
Bye for now.
Skills Checklist
Telephoning (2)

Voice
● speed
● clarity
● Volume

Structure
● background information
● key information
● repetition, emphasis and confirmation
● possible confirmation by fax

Style
● formal / informal
● cold call / new contact / established contact
● in-company vs. customer
supplier
outside agent
● colleague / friend / business associate / public
● company image

Structure of a call
Beginning
introduce yourself
get who you want
small talk
state problem / reason for call
│
Middle
ask questions
get / give information
confirm information
│
End
signal end
thank other person
small talk
refer to next contact
close call
check that there’s nothing else to say