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Ex.1. Match the two parts of the sentences used in making enquiries
| 1. I’d like to know | a. some more information about our products. |
| 2. We are having problems | b. to our brochure. |
| 3. We can recommend | c. arranging a suitable delivery date. |
| 4. We are looking | d. you could send us more information. |
| 5. I’ll send you | e. where we can buy spare parts. |
| 6. Please refer | f. a supplier in London. |
| 7. We would like to arrange | g. on your website. |
| 8. We would be grateful if | h. for a new supplier. |
| 9. I couldn’t find the information | i. a visit |
Module 3
Communications
A communication can be verbal when we use words to communicate with people. When we hear someone talking, we notice whether they are friendly or unfriendly, interested or bored, certain or uncertain, and so on. Therefore, communication includes both what we say and how we say. Body language, also called nonverbal communication is an important part. Different cultures may use different signals, though: shaking head from side to side means “no” in many cultures, but “yes” in some, for example in parts of Bulgaria and Sri Lanka. Feelings can be shown through body language without thinking about it. For example, if a person is bored, he or she may look away from the person speaking to them. Some businesspersons think that the best way for business communication is face-to-face communication for getting information across and things done in business. People also like e-mail and other forms of electronic communication.
Speak on the following ways of communication. Comment on each of the way and say which one is the most suitable for you?
| 1. Letters. | 4. Handwritten notes. |
| 2. Face-to-face. | 5. Telephone calls. |
| 3. E-mail |
Let’s start with such kind of communication as
I. Telephoning
Useful language
| Making calls | Receiving calls |
| Can I talk to…?/ Could I speak to…? | Who is calling, please? |
| This is Maria from the Public Relations Department. | Could you tell me what it’s about? |
| Is this the sales/finance/marketing department? | I’ll put you through. |
| I am calling about… | Can you hold? |
| Could you transfer me to the IT department, please? | He seems to be with someone right |
| now. Can I get him to call you? | |
| Could you tell him/her that I called? | I’m afraid there’s no answer. Can I |
| take a message? | |
| Could you ask him/her to call me back? | I’m sorry, there’s no answer. |
| Can I leave a message, please? | I can transfer you to his/her voice mail. |
Now complete the expressions on the right with the same meaning on the left. Consult the USEFUL LANGUAGE. Two prompts are given.
| 1. Can I talk to …? | I’d like to speak to… |
| 2. Just a moment… | Thank you ……………………….. |
| 3. I’ll connect you. | I’ll ………………..……………… |
| 4. Am I speaking to Marline Brute? | Hello……………….……… Marline Brute? |
| 5. Yes, it’s me. | Speaking |
| 6. The reason I am calling is………… | Yes, I’m ……….…………… your advert |
| 7. Can I have your name and address? | It’s ……………………………….. |
Telephone quiz
Think of another way of saying
a. I’ll connect you
b. Just a minute
c. The line is busy
You hear the following expressions on the phone.What do you think the speakers mean?
a. You are very faint
b. He’s tied up at the moment
c. Could you read that back to me?
d. Can you bear with me for a second?
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