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BUSINESS COMMUNICATION SKILLS TELEPHONING: Calling the shots


Business Spotlight Spezial - epaper ⋅ Ausgabe 1/2019 vom 19.12.2019

Ohne Telefon geht im Geschäftsalltag oft gar nichts. Daran können selbst innovative Kommunikationstechniken nichts ändern. Testen Sie in diesen Übungen, wie gut Sie die Regeln des Telefonierens beherrschen und in der Lage sind, erfolgreich Telefonate zu führen.


EASY MEDIUM ADVANCED


I hate having to do small talk. … I’d rather talk about deep subjects”


Artikelbild für den Artikel "BUSINESS COMMUNICATION SKILLS TELEPHONING: Calling the shots" aus der Ausgabe 1/2019 von Business Spotlight Spezial. Dieses epaper sofort kaufen oder online lesen mit der Zeitschriften-Flatrate United Kiosk NEWS.

Bildquelle: Business Spotlight Spezial, Ausgabe 1/2019

Ellen DeGeneres, US comedian and TV host, 1958–


HILDEGARD RUDOLPH is a certified translator and a freelance editor, teacher and book author. Contact: bs.lektorat@spotlight-verlag.de


THE SITUATION

Toolbox Ltd manufactures machine tools. It is based in ...

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Vorheriger Artikel
BUSINESS COMMUNICATION SKILLS SMALL TALK: Talk to me!
aus dieser Ausgabe
Nächster Artikel BUSINESS COMMUNICATION SKILLS WRITING: The right messages
aus dieser Ausgabe

... Portsmouth, England, and has branches in Stuttgart, Turin and Lyons. On the occasion of the company’s 25th anniversary, sales representatives will be meeting on the Channel Island of Guernsey. Susan Holmes, PA to the managing director, is in charge of organizing the meeting.

1. Checking the participants (6 points) E

Susan Holmes phones the Italian branch to find out which employees will be attending the meeting in Guernsey. Put the words in the right order.

2. Confirming the details (6 points) E

Susan phones a travel agent to confirm the ferries to St Peter Port. Choose the right word in each telephoning phrase.

Janet: Channel Islands Ltd, Janet Thompson (A) speaking / talking.

Susan: Hi, Janet. This is Susan from Toolbox Ltd. Could I (B) speak to / speak at Oliver?

Janet: C) I’m afraid / I’m sorry, Susan. Oliver is on holiday this week. (D) Can I / Am I able to help you?

Susan: Well, I’d just like to confirm the details of our ferry connections.

Janet: OK, please (E) hold the line / hold the phone for a second. I’ll check your booking. Right. It seems that the reservation for the ferry still has to be confirmed.

Susan: Ah, right. Well, there are seven people going to St Peter Port from St Malo and eight travelling from Portsmouth.

Janet: OK, let me (F) confirm / reaffirm that. So there are seven people going…

TIP

There are a number of standard phrases for telephoning in English. Learn these by heart in order to be more confident in your next phone call in English.

3. How does it work? (8 points) M

A new telephone system has been installed at Toolbox Ltd. Susan asks her colleague Bridget to explain how it works. Fill in the missing vowels.

TIP

It is important for everyone to give a short introduction at the beginning of a conference call. In this way, the participants know who is taking part in the call, and it is easier to match the voice to the person speaking.

4. A conference call (8 points) M

Before going to Guernsey, the company’s sales managers have a conference call to talk through the latest sales figures. Fill in each gap with the appropriate word from the box.

butt in

catch

finish speaking

ground rules

one at a time

roll call

speak up

teleconference

5. Booking the rooms (5 points) M

Susan phones the Victor Hugo hotel in St Peter Port. The sentences in bold are not where they should be. Put the sentences (1–5) in their correct places.

Receptionist: Victor Hugo hotel. Anne Baxter speaking. (A) This is Susan Holmes of Toolbox Ltd in Portsmouth. 1

Susan: Good afternoon. (B) Would you like to leave a message? 2

I’d like to reserve rooms for our sales meeting next month.

Receptionist: Mr Miller, the hotel manager, is in charge of reservations. (C) Could you ask him to call me back? 3

Susan: Thank you.

Receptionist: Oh, I’m sorry, but he isn’t answering his phone. I guess he’s not in the office at the moment. (D) I’ll put you through to him. 4

Susan: (E) How can I help you? 5

My number is…

6. Trying to get through (10 points) M

Pierre Picard from the Lyons branch calls James Thornton at headquarters to clarify details of the Guernsey meeting. Translate these telephoning phrases into English.

7. Calling back (7 points) A

Charles Miller, the manager of the Victor Hugo hotel, calls Susan. Put the sentences in the right order.

(A) Speaking. Hello, Mr Miller. It’s very kind of you to call me back.
(B) Yes, I did. That’s why I’m calling. And I can confirm that the rooms are available.
(C) You’re welcome. See you soon.
(D) Morning, Ms Holmes. How can I help you?
(E) Hello, this is Charles Miller from the Victor Hugo hotel. Could I speak to Ms Holmes, please?
(F) Did you get my email for the reservation of the rooms?
(G) Oh, that’s great. Many thanks, Mr Miller. We all look forward to spending a weekend in Guernsey.

TIP

If you get an unexpected phone call in English, you could say: “Can I call you back in five minutes?” and then use the time to prepare yourself and relearn some key phrases.

ANSWERS

Calling the shots

(call the shots = das Sagen haben)
1. Checking the participants
A. This is Susan from headquarters in Portsmouth.
B. I’m calling about the upcoming sales meeting in Guernsey.
C. Could you put me through to Carla?
D. Do you know when she’ll be back?
E. Could you ask Carla to call me back?
F. Thanks very much for your help, Guido.

2. Confirming the details

A. speaking = am Apparat
B. speak to
C. I’m sorry
D. Can I
E. hold the line = bleiben Sie / bleib am Apparat
F. confirm = bestätigen

3. How does it work?

A. receiver = Hörer
B. extension = Durchwahl, Nebenstelle
C. conference call = Konferenzschaltung
D. call diversion = Rufumleitung
E. callback service = Rückrufdienst
F. calling-line identification (also called “ID”) = Rufnummernanzeige
G. hands-free system = Freisprechanlage
H. answering machine = Anrufbeantworter

4. A conference call

A. roll call = Aufrufen der Namen aller Anwesenden
B. teleconference
C. speak up = lauter sprechen
D. ground rules = Grundregeln
E. one at a time (speak one at a time = nicht gleichzeitig, sondern jeweils nacheinander sprechen)
F. catch = hören; verstehen
G. butt in = hineinplatzen, dazwischenreden
H. finish speaking (let sb. finish speaking = jmdn. ausreden lassen)

5. Booking the rooms

A–5 (How can I help you?)
B–1 (This is Susan Holmes of Toolbox Ltd in Portsmouth.)
C–4 (I’ll put you through to him.)
D–2 (Would you like to leave a message?)
E–3 (Could you ask him to call me back?)

6. Trying to get through

A. My name’s
B. this is
C. speak to / speak with
D. at his desk / in the office
E. put me through to
F. is in a meeting
G. leave a message
H. tell her
I. call me back
J. didn’t get/catch/understand

7. Calling back

1–E
2–A
3–D
4–F
5–B
6–G
7–C

HOW DID YOU DO?

Note: In order to be able to compare your language knowledge across different areas of business English, all Business Spotlight tests now have a maximum possible score of 50 points.

40–50

Excellent!

Congratulations! You know the key telephoning phrases and vocabulary very well and also know how to use them.

30–39

Well done!

You know a lot of telephoning phrases. When phoning with people in English, listen for new ones and add them to your vocabulary.

18–29

Good

You are normally able to make yourself understood on the phone. But practise using key telephoning phrases so that you sound more professional.

Up to 17

Could do better

You are able to take part in phone calls about simple matters. But you need to practise more in order to become more confident. Try doing the test again!


Foto: Steve Granitz/Getty Images

Illustrationen: CSA-Printstock, t_kimura/iStock.com; Foto: privat

Illustrationen: CSA-Printstock, t_kimura/stock/iStock.com

Illustrationen: CSA-Printstock, t_kimura/iStock.com