89 Executive: Could you give me Mr. Hansen’s home number, please? Secretary: Yes, it has a different area code - oh … two… nine… three… and the number is… five…nine…oh…double six… three. Executive: 0293-590 663. Secretary: That’s right 3.2.1 Numbering When taking a message the secretary should always write down and confirm the telephone number and/or fax number of the caller. Numbers may be expressed in the form of letters (five), Arabic symbols (5) or Roman symbols (V). Phone numbers are expressed as follows. These numbers, we say them separately: 374 = “three… seven… four” 66 = “six… six” Pause between groups: 353… 561 = “three five three ... five six one” 98 66 42 = “nine, eight … six, six … four, two” Say ‘oh’ for 0. It is better than ‘zero’ or ‘naught’. For 4981 Ext. 242, say: “four… nine… eight… one, extension two four two” For 035 -245991, say: “The area code is 035 and the number is 245991.” Listening Exercise 1 Listen to these dialogues, and then repeat them after the tape. Conversation 1
90 Conversation 2 Secretary: Baker and Williams. Good morning. Caller: Could I have extension 115, please? Secretary: Who’s calling? Caller: Helen de Witt. Secretary: One moment, please. I’ll put you through. Exercise 2 Listen to the tape and correct these numbers: 1. 031 456 9567 ………………… 2. 22 31 49 02 …………………………… 3. 69 60 51 333 ………………… 4. 236 02 84 ………………………………… Exercise 3 Listen to the tape and fill in the phone numbers in the box below. EUROPEAN SALES OFFICES Exercise 4 Write thetelephone numbers you hear. 1. ………………… 2. ……………………3. ………………4. …………………5. ……………… Exercise 5 Make a note of the time that you hear. 1. ………………… 2. ……………………3. ………………4. …………………5. ……………… 1. Amsterdam 2. Brussels 3. Copenhagen 4. Dublin 5. Frankfurt 6. Helsinki
91 Exercise 6 – Would You Like to Leave a Message? Listen to the following conversations. Then complete the forms with the appropriate information. Conversation 1 1. Who called? ____________________________________ 2. To whom? ____________________________________ 3. For what? ____________________________________ Conversation 2 1. Who called? ____________________________________ 2. To whom? ____________________________________ 3. Why? ____________________________________
92 Exercise 7 – Filling in the Message Form Listening Listen to the tape and write down the important information. Message 1 Message 2 TO ………………DATE ………………… FROM ………….. TIME ………………… MESSAGE ………………………………………………………………………………………………………… ……………………………………………………………………………………………… MESSAGE TAKEN BY ……………………… TO ……………………….. DATE ………………… FROM…………………… TIME ………………… MESSAGE ……………………………………………………………………………………………………… ………………………………………………………………………………………………… MESSAGE TAKEN BY …………………………
93 Message 3 Message 4 Message 5 TO ………………… DATE ………………… FROM ……………… TIME ………………… MESSAGE …………………………………………………………………………………………………… …………………………………………………………………… MESSAGE TAKEN BY ……………………… TO ……………….… DATE ………………… FROM ……………… TIME ………………… MESSAGE ………………………………………………………………………………………………… …………………………………………………………………………… MESSAGE TAKEN BY …………………… TO ………………… DATE ………………… FROM ……………… TIME ………………… MESSAGE ………………………………………………………………………………………………… ………………………………………………………………… MESSAGE TAKEN BY ……………………
94 3.2.2 Alphabet Systems An alphabet system is essential to ensure the correct spelling of names and places. These are the telephone alphabets which are widely used in the hotel and travel industry. Study the phone alphabet that is used in Thailand, and compare it to the British and American Systems. Table 3.1 Phone Alphabet Alphabet Thai British American A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Able Baker Charlie Dog Easy Fox George How Item Jimmy King Love Mike Nancy Oboe Peter Queen Roger Sugar Tare Uncle Victor William X-ray Yolk Zebra Andrew Benjamin Charlie David Edward Frederick George Harry Isaac Jack King Lucy Mary Nellie Oliver Peter Queenie Robert Sugar Tommy Uncle Victory William X-mas Yellow Zebra Andrew Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliett Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whisky X-ray Yankee Zulu Source: Raphael, 1998, p. 20
95 Speaking Exercise 1– Spelling names Practice saying and spelling out your name with your friend. My name’s Rafferty. -That’s R for Roger, A for Able, F for Fox, F for Fox, E for Easy, R for Roger, T for Thomas, and Y for Young. Or: -That’s Roger, Able, Fox Fox, Easy, Roger, Thomas, Young. Now practice spelling out the words and names below. 1. Robert Thornton 2. Raphael Ellison 3. Chris Andreou 4. Expo Software 5. Sylvia Conway 6. Southern Mississippi 7. Bogwood Company 8. Newark, New Jersey 9. Dale Gardiner 10. Fremantle Inc.
96 Speaking Exercise 2 – Taking Telephone Messages Student A: Use the forms below to take the message from Student B. Student B: Use the information on the next page to leave a message with Student A. Use the form as below to fill in the date and time with true information. Make sure that you spell the names and other information correctly. Use the Alphabet systems. Message 1 Telephone Message To: __________ From: _____________ Date: ____________ Time: _____ Message: __________________________________ __________________________________ Message 2 Telephone Message To: __________ From: _____________ Date: ____________ Time: _____ Message: __________________________________ __________________________________
97 Information for Student A: Message 1: Your name is Cindy Hu. You are calling George Plant. You’re calling to tell him that you would like to meet him in his office next Monday at 2:30 in the afternoon. Also, he should call you back. Your telephone number is 01-542-6776. Message 2: Your name is Sheila Adams. You’re calling Jackie Wang. You’re calling about the financial report. She should call you back as soon as possible. Your number is 02-667-0299 extension 352. Information for Student B: Message 1: Your name is Harry Scott. You are calling Brian Hall. You’re calling to tell him that the tickets to Berlin are available in his office. Also, he should call you back. Your telephone number is 04-336-5120. Message 2: Your name is Adam Smith. You’re calling Debbie Morrison. You’re calling about an urgent matter. She should call you back as soon as possible. Your number is 02-889-0990 extension 552. Now change roles. This time Student B will take the message left by Student A.
98 Reading Exercise 3 – Types of Calls Work in pairs: Read the explanation of the following terms. Find the correct definition of each term in the column and write the number in the space provided. House telephone: a telephone system used to communicate within hotel. Collect call: a call that is paid for by the person or business that accepts it (that is to say a call paid by the call party). Local call: a telephone call made within the immediate area. Long-distance call: a telephone call made outside of a local area. Person-to-person-call: a telephone call that is connected by the operator when the specific person being called answers the phone. It is also called personal call. A personal free is payable as soon as the call is answered but the charge for the call doesn’t begin until the person required can be brought to the telephone. It is the most expensive type of long distance call.
99 Source: Delestree, 2000. p. 25 Freefone (Tollfree): when a subscriber wishes to receive call without putting callers to the expense of the cost of the call, a “Freefone” number can be obtained. To use the service, the caller asks the operator for the Freefone number required; the operator makes the connection and the cost of the call plus a transfer fee is charged to the subscriber. This service can be used as an alternative to telephone credit cards or phone cards issued to representatives or as an incentive to customers to telephone. Telephone credit card: may be obtained by subscribers for use when making calls outside the office or residence. Calls are made through the operator, to whom the reference number on the card is quoted, and the charge for the call appears on the subscriber’s regular telephone account. Subscribers may obtain more than one card for the same telephone number and issue them to members of the staff who make calls on the firm’s behalf. There is a quarterly charge for this service.
100 ………….. A. A telephone call that is connected by an operator when the specific person being called answers the phone. ………….. B. Calls are made through the operator, to whom the reference number on the card is quoted, and the charge for the call appears on the subscriber’s regular telephone account. Subscribers may obtain more than one card for the same telephone number and issue them to members of the staff who make calls on the firm’s behalf. There is a quarterly charge for this service. ………….. C. The charge for a telephone call may be transferred to the subscriber called, so that the caller does not have to pay. ………….. D. A telephone system used to communicate within a Hotel. ………….. E. A telephone call made within the immediate area. ………….. F. A call that is paid for by the person or business that accepts it from the caller; that is to say a call paid by the called party. ………….. G. A telephone call made outside of a local call area. 1. Collect call 5. Local call 2. House telephone 6. Freefone or Tollfree call 3. Long distance call 7. Credit card call 4. Person–to-Person
101 3.3 Review Activities Student A Look at the information below. Role play the situations starting with answering the phone, greetings and identification. Situation 1 You are Professor Harold Buchowski of the University of Michigan. Take a call. Write down the name of the person who called you. Situation 2 You are Ms. Rena Burling of Yamanaka Industries, Singapore Sales Office. Call Yamanaka Industries Head office in Japan and ask to speak to Mr. HideoTakanashi. Situation 3 You are Ms. Yuko Ueno of Chock-a-Block Toy Ltd. You are in the office withtwo other people, Mr. Eric Lum and Ms. Eriko Sato. Take a call. Answer in your own language at first. Write down the name of the person who called you. Situation 4 You are Mr. Ravi Singh of Singh and Son Ltd. Call the International Bank of Shanghai, and ask to speak to Ms. An-Li Wang. Student B Look at information below. Role play the situations starting with answering the phone, greetings and identification. Situation 1 You are Ms. Holly Kronfield of the Far East Research Institute. Call the University of Michigan and ask to speak to Professor Harold Buchowski. Situation 2 You are Mr. Hideo Takanashi of Yamanaka Industries. Take a call. Write down the name of the person who called you. Situation 3 You are Mr. Victor Stoltz from the government tax office. Call Chock-aBlock Toys Ltd, and ask to speak to Mr. Eric Lum. Situation 4 You are Ms. Li-An Kim of the International Bank of Shanghai. You are in the office with two other people, Mr. David Barber and Ms. An-Li Wang.
102 Conclusion In this unit, business communication on the telephone has been presented. Learners have practiced using the telephone in all 4 skills. They have listened to the dialogues about daily office conversations by paying attention to the pronunciation. For the skill of reading, they have read to get the main ideas and details about “Types of Calls”. They have also written the telephone messages by transferring information that they have obtained from listening as well. Follow-up Activities You are a student who wants to register in a secretarial course in a school or language center. Call a school or educational center to ask for information. Get the following details: the kind of course that is available, the time and date of the course, and the cost of the course,
103 References Adamson, D. (1991). Starting English for Business. Hertfordshire, (UK): Prentice Hall. Delestree, W. A. (2000). Basic Telephone Training. England: Thomson Heinle. Fournier, A. C. (1990). Open for Business. Massachusetts: Heinle & Heinle . Homllett, V.(1991). Business Objectives. England: Oxford University. Jones, L. & Alexander, R. (1992). International Business English. New York: Cambridge University. Millan, A. M. and Toselli, M.(1997).On the Job: English for secretaries and administrative personnel. Singapore: McGraw-Hill. Pohl, A. (2002). Test your Professional English secretarial.London: Pearson Education. Raphael, R. (1998). Telephone Operator course: trainer handbook. Bangkok: Amari Hotel and Resort. Skingsley, K. (2005). Development Worker [Online]. Available HTTP : http://www.highpeakcvs.org/staff/staff-files/D [2005, August 27]. Utawanit, K. (1997). Communicative English for Hotel Personnel. Bangkok: Thammasat University. จรัสวัฒน์ ไตรรัตน์. (2538). English for Office Staff. กรุงเทพฯ : มหาวิทยาลัยสุโขทัยธรรมาธิราช.
Unit 4 Receiving Visitors In a big company, organization, or well-organized government office, there’s usually an information section, or reception area, where receptionists are ready to help visitors. For some smaller companies, the secretary is also a receptionist, as well. When receiving visitors, the first important step is greeting them and finding out who they are and what they want. Sometimes it’s necessary to offer them a seat or a cup of coffee. Small talk is a short conversation about the flight, the weather or other common topics that put the visitors at ease and also plays an important role in your company’s relationship with your client. Many times, visitors need accurate directions for finding their way around the office. The receptionist may send the visitor to the right department, or she may take the visitor there herself. Get Started Discussion Figure 4.1 Secretary’s Work Source: Office Skills (Online), 2005 Discuss with your partner. 1. Where are these people? 2. Who are they? 3. What are they doing?
106 4.1 Greetings and Identification When receiving visitors, the first important step is greeting them and finding out who they are and what they want. The visitors will usually mention their names and the name of the company that they work for. Listening Listen to the conversations that take place at an office and repeat after the tape. Pay attention to the pronunciation and rhythm. Conversation 1 Conversation 2 Secretary: Good morning, sir. What can I do for you? Visitor: Good morning. My name is Paul Phillips, from Swanson Inc. May I speak to Mr. William Smith? Secretary: I’m sorry, sir. Mr. Smith isn’t in. Secretary: Good morning, sir. May I help you? Visitor: Good afternoon. I’d like to see Miss Geraldine Robinson. Secretary: Your name, please? Visitor: Albert Morrison, from Edison Steel Co. Secretary: Just a moment, Mr. Morrison. I’ll see if she can meet with you right now.
107 Language Focus This is the normal conversation pattern for receiving a visitor. VISITOR SECRETARY 1. Formal Greeting Expression 1. Greeting a Visitor Secretary: Good morning, sir. What can I do for you? Good afternoon, Miss. Could I help you? How do you do, Madame? May I help you? How can I help you? Can I be of assistance to you? Visitor: Good morning, I’d like to speak/talk to the manager. Good afternoon, could I meet Mr. Simpson? How do you do? May I see Mr. Robinson? 2. Asking a Visitor’s Name Secretary: May I have your name, please? Your name, please? Could you give me your name, please? Who shall I say would like to see him? Greet the visitor. Offer help. Answer the greeting. Request something. Ask for details: name, company, number, etc. Give requested information.
108 Visitor: My name’s Smith. Tony Smith from Olympia. I am Wilma. Wilma Vanetta from Avon. Mars. Mrs. Mars from IBM. 2. Less Formal Expression When receiving a visitor that the secretary already knows, less formal expression may be used that is more friendly. Secretary says: 1. Hello, Mitree What are you doing How come you are here? Why are you 2. How’s your family? your life going? your business doing? 3. No, my boss should be able to see you in a minute. with you shortly. very soon. 4. Could you sit down for a while? have a seat 5. You’re looking pretty smart today. great! good! 6. It’s been a while since we last saw you. you visited us. you came around.
109 Listening Exercise 1 – Greeting the visitors Listen to the conversations.Fill in the missing information.Then, practice them with your classmates. Conversation 1 Secretary: Good morning, sir. What can I do for you? Visitor: Good morning, can I talk to Mr. ________ _________(1)? Secretary: I’m afraid Mr. _______(2)is _________(3)_ at the moment. Your name, please? Visitor: _______ ________(4). Conversation 2 Secretary: Good morning, sir. May I help you? Visitor: Good morning, could I see Mr. _____________(1)? Secretary: May I have your name, please? Visitor: _____ _________(2), from ____ ________ _________(3). Speaking Exercise 2– Role play Complete this conversationand take turn to be visitor and secretary. Visitor: Excuse me. Can I talk to ……. …………………..? Secretary: I’m afraid …………………….. Your name, please? Visitor: …………………. from …………………... Secretary: Would you like to wait, …………….? …… …..will be available shortly.
110 4.2 Asking about Appointments After greeting a visitor that comes to your office, the secretary or receptionist needs to ask about an appointment. Often a visitor will have an appointment to meet someone in the company, but sometimes they do not. Listening Listen to the conversations that take place at an office. Pay attention to the pronunciation and rhythm. Conversation 1 – A Visitor with an Appointment Figure 4.3 A Visitor with an Appointment 1 Conversation 2 – A Visitor with an Appointment Secretary: Good morning. How can I help you? Salesperson: Good morning. I’m from Top Office Supply Company. Secretary: Do you have an appointment with someone? Salesperson: Yes, I have an appointment with Mr. Baker at 10:15. Secretary: Please have a seat. I’ll check to make sure he’s in. Salesperson: I’d appreciate that. Secretary: Good afternoon, Sir. What can I do for you? Visitor: Good afternoon. I’m Jim Goodman from AIA. I’ve got an appointment with Mr. Simpson. Secretary: I’m afraid Mr. Simpson is still in a meeting, Mr. Goodman. If you’d like to take a seat for a few moments. Visitor: Thank you.
111 Secretary: Good morning. May I help you, Sir? Visitor: Good morning. Could I speak to Mr. Simpson, please? Secretary: Have you got an appointment, sir? Visitor: No, I’m afraid I haven’t. Secretary: May I have your name, please? Visitor: Yes, my name’s Smith, Tony Smith from Olympia. Secretary: Just a moment please, Mr. Smith. Visitor: Thank you. ……………………………….. Boss: Hi, this is Mr. Simpson. Secretary: Mr. Smith from Olympiais here to see you, sir. Boss: Show him in, please. …………………………………. Secretary: Excuse me, Mr. Smith? Visitor: Yes, …? Secretary: Mr. Simpson will see you now sir, if you’ll just come with me. Visitor: Thank you. Conversation 3 – A Visitor without an Appointment
112 Language Focus This is the normal conversation pattern for receiving visitors with or without appointments. SECRETARY VISITOR 1. Asking about an Appointment Secretary: Do you have an appointment, sir? Have you got an appointment, Miss? Is Mr. Simpson expecting you, Ma’am? Do you have an appointment with someone? Do you have a meeting scheduled with someone? Are you scheduled to meet him today? Did you make an appointment? Who do you have the appointment with? Visitor: Yes, I have an appointment with Mr. David at 10:15. No, I’m afraid, I don’t. No, I’m afraid, I haven’t. No, I’m afraid, he isn’t Ask about an appointment. Give requested information. Check customer’s information. Establish with your manager whether and when to allow drop-in visitors. Announcethe visitor’s appointment.
113 Secretary: Please, have a seat. I’ll go/see/ check to make sure he’s in. Wait a minute, please. I’ll let her/him know you’re here. Take a seat, please. I’ll see if she can see you now. 2. Establishing with Your Manager Whether and When to Allow Drop-in Visitors Secretary: Mr. Baker, we have a visitor/ a guest. May I send him in? Mr. Smith from Spencer Group would like to speak with you, sir. Miss Maria from Land & House Ltd. is here to meet you, sir. Mrs. Jensen from Gateway Printing is here to see you, sir. Manager: Send him in, please. Show her in, please. Please tell her to wait for a few minutes. 3. Announcing the Visitor’s Appointment Secretary: Excuse me, Mr. Richmond? Excuse me, Miss Lora? Visitor: Yes? Secretary: Mr. Simpson will see you now, if you’ll just follow me, sir. The manager will receive you now, if you’ll just go with me, Miss. He is ready to see you now. Please come this way. Visitor: Thank you. 4. Saying the Person Isn’t Available at the Moment Visitor: My name is Mrs. Vanetta from Avon. I’ve got an appointment with the manager. I’m Jim Goodman from AIA. Mr. Simpson is expecting me. Secretary: I’m sorry, but the manager is just on the telephone at the moment. If you’d like to wait for a few minutes. I’m afraid Mr. Simpson is still in a meeting, if you’d like to take a seat for a moment. I’m afraid he has not come back from lunch yet, if you’d like to leave a message.
114 I’m afraid he has already gone home, if you’d like to come back later or you’d like to make a new appointment. 5. Offering to Pass the Message Secretary: I will be happy to tell the manager. I will be happy to pass along the message. I will be happy to give notice of your visit. Visitor: Thank you. Receiving visitors start from secretary’s greeting the guests, but it is possible that the visitor will inform the secretary as follows. Conversation 1 Conversation 2 Conversation 3 Visitor: Good morning. My name is Paul Phillips. May I speak to Mr. William Smith? Secretary: I’m sorry, sir. Mr. Smith isn’t in. What can I do for you? Visitor: Excuse me. Can I talk to Mr. James Harrison? Secretary: I’m afraid Mr. Harrison is in a meeting at the moment. Your name, please? Visitor: Paul Phillips. Secretary: Would you like to sit down, Mr. Phillips? Mr. James will be available shortly. Visitor: Good afternoon. I’d like to see Miss Geraldine Robinson. Secretary: Your name, please? Visitor: Albert Morrison. Secretary: Just a moment, Mr. Morrison. I’ll see if she can see you right now.
115 Listening Exercise 1 – Visitor in Different Situations Many people visit the company with different purposes. Some have advanced appointments, some haven’t. Sometimes they are regular clients who are well known to the company. Study the following conversations and pay attention to the pronunciation, rhythm and stress. Listen to the conversations and fill in the missing information. Then, practice them with your classmates. Conversation 1 – A Visitor is Early or Late for Arrival Secretary: Good morning, sir. Guest: Good morning. Let me introduce myself. I’m _______ __________1_ from the PRO Company in _________2__. I have an appointment with Mr. Chakrit at ________3 and I’m sorry I’m a little early. Secretary: It’s all right, Mr. ______________4_. Please take a seat. Mr. Chakrit can’t see you at the moment. He’s busy until _______5_. In the mean time, would you like a cup of coffee or tea? Guest: Coffee, please. Secretary: How do you like your coffee? Guest: Black with ____ ______6_. Secretary: Just a moment, please.
116 Conversation 2 – A Guest Arriving Late Conversation 3 – A Visitor a Secretary Knows Well Secretary: Good morning, madam. Guest: Good morning. I have an appointment at ____1o’clock. Secretary: Who do you have the appointment with, madam? Guest: Oh, with Khun ____________2. Sorry for being late. There was a lot of traffic. Secretary: It‘s no problem, madam. I’ll see if she can see you now. Please _______ ____ ________3. Guest: That’s very kind. Thank you. Secretary: Madam, she can meet you now. Please come with me. Would you like some tea or coffee? Guest: ________4_, please. Secretary: Justa minute, madam. Secretary: Hello, Maitree! What are you doing here? Mitree: I have an appointment with _______ _____1_. Secretary: How is your _________2_? Mitree: They are doing _______3_. Will I have to wait long? Secretary: No, _____ ______4__ should be able to see you shortly.
117 Conversation 4 – Refusing a Visitor who doesn’t have an Appointment Exercise 2 –Listening Comprehension Listen to the tape and answer the questions that follow. Conversation 1 1. Has the secretary met the visitor before? 2. Who is Mr. Hill? Conversation 2 3. Who is Mr. Gardiner? 4. Who is Mr. Adam? Visitor: Good morning. I’m John Stone. Secretary: Mr. Stone? How do you do? I’m Mr. Hill’s secretary. Visitors: How do you do? Secretary: Could you wait a few seconds, please? I’ll tell Mr. Hill that you’re here. Visitor: Good morning. I’m Dale Gardiner. I have an appointment with Mr. Adam. Secretary: It’s very nice to meet you. Mr. Gardiner. I’m Mr. Adam’s secretary. Visitor: Nice to meet you too. Secretary: Come on in, please. Mr. Gardiner, this is Mr. Adam. Mr. Adam: How do you do? Journalist: I am a journalist for the _______________1, could your boss possibly give me a few minutes? Secretary: I’m very sorry but he is booked the rest of this ________2_, and he doesn’t like to give ___________3_. Journalist: Can I arrange an appointment then? Secretary: Leave ___________4_ and I will call you back ________5__.
118 4.3 Office Hospitality Listening Offering a seat, something to drink or another small favor is a culturally warm welcome to guest who visits the company. Listen to the following conversations and repeat after the tape. Conversation 1 Conversation 2 Visitor: Good morning. I’m Eric. Mr. Jackson is waiting for me. Secretary: I’m afraid Mr. Jackson in a meeting at this moment, but it won’t take long. Take a seat, please. Visitor: Thank you. Secretary: Would you like a cup of coffee while waiting? Visitor: I’d love one. Thank you. Visitor: Good morning. May I see Mr. Jackson? Secretary: Do you have an appointment, sir? Visitor: I’m sorry, I didn’t know….. Secretary: May I have your name, please? Visitor: Richard Logan, from King Ltd. Secretary: I’ll see if he’s available at the moment, Mr. Logan. Would you like to take a seat? Visitor: Oh, yes. Thank you.
119 Conversation 3 Visitor: Good afternoon. I’m Sandra Cariya. I have an appointment with Mr. Jackson. Secretary: Good afternoon Miss Cariya. Mr. Jackson will see you in a minute. Can I take your coat? Visitor: Yes, please. Thank you. Conversation 4 Secretary: Please have a seat, Mr. Pichai. Mr. Baker will be along shortly. Mr. Brown: Thank you. Secretary: Would you like something to drink, coffee or black tea? Mr. Brown: Yes, I’d like some coffee, please. Secretary: Cream and sugar? Mr. Brown: Just sugar, please. Language Focus These are some expressions commonly used when offering something to a visitor. Offering Secretary: Would you like to take a seat? Would you like some coffee/ tea/ cream and sugar/ green tea? Would you like a cup of coffee while waiting? Can/ May I take your coat? May I offer you something to drink? Can I get you something to drink? What would you like to drink…? How about a…?
120 Visitor: Thank you. Secretary: You’re welcome. Don’t mention it. Not at all. Exercise 1 Listen to the following exchanges. Repeat after the speaker. 1. Would you like a cup of coffee? I’d love one. 2. What would you like to drink? A cup of tea, please. 3. May I offer you something to drink? A cup of coffee for me, please. With a dash of milk. 4. Can I get you something to drink? No, thank you. 5. How about a cup of tea while you wait? Only if it’s not too much trouble for you. Writing Exercise 2 – Welcoming a Visitor You are a secretary welcoming a visitor. Work with a partner and write a conversation with small talk about office hospitality. Then practice the conversation together. Secretary: __________________. _______________________? Visitor: _______________________. Secretary: __________________________________________? Visitor: ______________________________.
121 4.4 Small Talk If the situation allows for starting up short conversations, it’s a good idea to do it after greetings and introductions. Small talk is light conversation on unimportant or non-serious subjects. The topics are supposed to be of general interest, nothing too personal. Some typical topics for small talk are: the trip, accommodation, the weather, the native country, and the host country. 4.4.1. The Flight One of the topics may be the trip or the flight when starting up a short conversation with a visitor who has just arrived. Listen to the following conversations and study the way that the two people converse. Conversation 1 Secretary: How do you do, Miss Godley? How was the flight? Visitor: Fine. Secretary: Was it a direct flight? Visitor: Yes, I usually travel direct. Conversation 2 Secretary: Nice to meet you, Mr. William. Did you have a nice trip? Visitor: Yes, thank you. Secretary: Do you like traveling by plane? Visitor: Not very much, I’m afraid.
122 Conversation 3 Language Focus Secretary: How was the flight? Visitor: It was fine. Not bad. It was rather long. It stopped twice for about an hour. There was an awful thunderstorm. There was a very long stop in … I had to change planes twice. The flight was delayed. Too long as usual. Exercise 1 Match the questions on the left with the answers on the right. _______1. Did you have a good trip? a) About two hours and a half. _______2. How was the flight? b) Fine. _______3. How long did it take you to get here? c) No, it stopped in Brussels. _______4. Do you like traveling by plane? d) Not very much. _______5. Was it a direct flight? e) Not very good, I’m afraid. Secretary: And how was the flight? Visitor: Too long, I’m afraid. Secretary: How long did it take? Visitor: About fourteen hours.
123 Writing Exercise 2 – Small Talk about a Flight You are a secretary welcoming a visitor. Work with a partner and write a conversation with small talk about the visitor’s flight. Then practice the conversation together. Secretary: __________________. _______________________? Visitor: _______________________. Secretary: __________________________________________? Visitor: ______________________________. 4.4.2. The Weather Talking about the weather is also a very common topic of conversation. Listen to the following conversations from the tape, and study the way the two people converse. Conversation 1 Conversation 2 Secretary: And what was the weather like when you left? Visitor: Sunny but windy. Secretary: Was it cold? Visitor: Yes, a bit colder than here. Secretary: Are you in mid-winter there? Visitor: Yes. And this winter has been extremely cold. Secretary: Does it snow? Visitor: Quite a lot!
124 Conversation 3 Language Focus Secretary: What is the weather like in…? Visitor: It’s getting cold. It’s about to snow. It’s cold as usual. It’s raining heavily. It’s nice and bright. It’s fairly mild. It’s 5° below zero. It’s cold and cloudy in winter. It’s rainy, wet and humid in fall. It’s pretty warm in spring. It’s hot during the day, cold in the evening. Secretary: And what was the weather like in Perth this morning? Visitor: Pretty cold, I’m afraid. Secretary: But it’s such a beautiful place. Visitor: Yes, I agree. It’s beautiful, but cold especially at this time of the year.
125 Exercise 1 – Talking about the Weather Answer the following questions. Then compare your answers with your classmates. 1. What’s the weather like in your hometown at present? _____________________________________________ 2. What’s the weather like in summer/in winter? _____________________________________________ 3. What season of the year do you like most? Why? _____________________________________________ 4. Does the weather influence your mood? Do you find cold weather sad and depressing? _____________________________________________ 5. When’s the best time to visit your country? ______________________________________________ Writing Exercise 2 – Small Talk about the Weather You are a secretary welcoming a visitor from overseas. Work with a partner and write a conversation with small talk about the weather in Thailand. Then practice the conversation together. Secretary: __________________. _______________________? Visitor: _______________________. Secretary: __________________________________________? Visitor: ______________________________.
126 4.4.3. Hotel Accommodations Accommodation is another good topic when talking to visitors who are staying at hotels Listening Listen to the following conversations and study the way the two people converse. Conversation 1 Language Focus These are some expressions commonly used when talking about accommodation. Secretary: Where are you staying? What is the hotel like? Visitor: It’s a bit too noisy. The food is really great. It has everything I need. It’s too far from downtown. There are plenty of facilities. It’s a small place, but very nice. It’s overlooking a beautiful park. The rooms are nice and comfortable. My room has a splendid view of the bay. Secretary: Where are you staying? Visitor: At the Novotel Hotel. Secretary: Is it comfortable? Visitor: Yes and it’s very near here actually.
127 Exercise 1 Look at the following sentences. They are part of a short conversation about the hotel where a visitor is staying. Order them into a conversation and write the conversation in the box below. Conversation Secretary: 1_____________________________________ Visitor: 2_____________________________________ Secretary: 3_____________________________________ Visitor: 4_____________________________________ Secretary: 5_____________________________________ Visitor: 6_____________________________________ Secretary: 7_____________________________________ Visitor: 8_____________________________________ a Where are you staying? b Yes, I think so. The room service is very good. d Is it far from here? d On Sukhumwit Road. e It’s very comfortable. f And what is it like? g It’s very far from here actually. It’s in downtown. h Do you have everything you need?
128 Writing Exercise 2 – Small Talk about Accommodation You are a secretary welcoming a visitor who is staying a hotel. Work with a partner and write a conversation with small talk about the visitor’s accommodation. Then practice the conversation together. Secretary: __________________. _______________________? Visitor: _______________________. Secretary: __________________________________________? Visitor: ______________________________. 4.4.4. Country or Place of Origin Talking about other people’s countries and cities is always nice and interesting. Listening Listen to the following conversations and pay attention to the pronunciation and stress. Conversation 1 Secretary: So, Mr. Childers, where are you from? Visitor: I’m from Vancouver in Canada. Secretary: Oh really? I have heard that it’s a fascinating place. Visitor: Yes, it’s very popular with Asian people. Secretary: But, I have never been there. I hope to get the chance to go someday.
129 Exercise 1 – Talking about a Visitor’s Home Country Match the questions with the appropriate answer. The first one has been done for you. a) It’s beautiful. The weather is very nice to me and it’s the largest city in New Zealand. b) New Zealand. Have you ever been there? c) They are very friendly. They like sports and outdoor life. d) Auckland. e) It’s very hot at present. 1. Where are you from? ___b___ 2. No, never. Which part of New Zealand are you from? _______ 3. What is it like? _______ 4. What’s the weather like there? _______ 5. And what about the people? _______ Writing Exercise 2 – Small Talk about the Visitor’s Home Country You are a secretary welcoming a visitor. Work with a partner and write a conversation with small talk about the visitor’s home country. Then practice the conversation together. Secretary: __________________. _______________________? Visitor: _______________________. Secretary: __________________________________________? Visitor: ______________________________.
130 4.4.5. Host Country The visitor’s impressions of the host country can also be an interesting topic of conversation. Listening Listen to the conversation below and repeat after the tape. Pay attention to the pronunciation and stress. Conversation 1 Language Focus Secretary: What do you think about Chiang Mai? Are you enjoying your visit here? Visitor: I’d love to, but I’m leaving tomorrow morning. About a week. A day and few hours. Only for a couple of days. I have to continue my trip to Bermuda. Yes, it’s my first visit. Yes. What do you recommend for sightseeing? No, I have been here many times. I always enjoy it. Secretary: What do you think about Chiang Mai? Are you enjoying your visithere? Visitor: Yes, quite a lot. The city is beautiful and the scenery is superb. Secretary: And what about the people? Visitor: They are very nice and warm.
131 Exercise 1 Supply the appropriate answer to the list of the following questions. 1. Is this your first visit to Thailand? ___________________________________________ 2. How long are you planning to stay in our country? ____________________________________________ 3. How long are you going to be here? ____________________________________________ 4. Are you planning to go shopping or sightseeing? ____________________________________________ 5. Have you been to Bangkok before? ____________________________________________ 6. Are you planning to visit other cities here? ______________________________________________ Writing Exercise 2 – Small Talk about the Host Country You are a secretary welcoming a visitor. Work with a partner and write a conversation with small talk about the host country (Thailand). Then practice the conversation together. Secretary: __________________. _______________________? Visitor: _______________________. Secretary: __________________________________________? Visitor: ______________________________.
132 4.5 Getting Directions around the Office Besides greetings and introductions, sometimes visitors need accurate directions for finding their way around the office. Precise and timely directions may be of great help to the new visitor. Listen to the following conversations and pay attention to the pronunciation and stress. Listening Listen to the following conversations and pay attention to the pronunciation and stress. Conversation 1 Conversation 2 Conversation 3 Secretary: Excuse me, Mr. Jackson’s Office, please? Visitor: You have to go upstairs, sir. It’s the second office to the left. Secretary: Thanks. Visitor: You’re welcome. Visitor: Good morning. Where can I find Mrs. Kingsbury? Secretary: Keep on walking straight, then turn left. Her office is next to the photocopy machine. Visitor: Thank you very much. Secretary: You’re welcome. Visitor: Excuse me. I need to photocopy these documents. Where is the photocopier? Secretary: It’s right behind the glass door over there. Visitor: Thank you. Secretary: Don’t mention it.
133 Language Focus These are some expressions commonly used when giving directions. Secretary: Would you please go to Room … on the … floor? Would you please take the elevator up to the … floor? It’s on your left. on your right. Please go up to his office. It’s Room … on the … floor. Exercise 1 – Phrases Used for Directions Here are some other phrases used for directions. Match each one with the appropriate picture in the diagram below. a. Go along b. Go into c. Go through d. Go out 1. 2. 3. 4. Figure 4.2 Directions Source: Driscoll & Barrett, 1995, p. 45 Exercise 2 – Giving Directions Look at the floor plans and give directions to the following places from the reception area. Example: Visitor: Excuse me, the Marketing Manager’s Office, please? Secretary: Take the elevator to the second floor. His office’s on the left.
134 1. Visitor: Good morning. Mr. Hutchinson’s office, please? Secretary: _________________________________________________ 2. Visitor: The Lady’s Room, please? Secretary: _________________________________________________ 3. Visitor: Where’s the Credit Department? Secretary: _________________________________________________ 4. Visitor: Excuse me, where’s the auditorium? Secretary: _________________________________________________ 5. Visitor: The cafeteria, please? Secretary: _________________________________________________ 6. Visitor: Excuse me, Mr. Martin’s office, please? Secretary: _________________________________________________ Figure 4.3 Plan Source: Millan and Toselli, 1996.p. 68
135 Writing Exercise 2 - Asking for and Giving Directions Work with a partner to write a conversation asking for and giving directions to a place in your university. Then practice the conversation together. Secretary: __________________. _______________________? Visitor: _______________________. Secretary: __________________________________________? Visitor: ______________________________. 4.6 Review Activities Writing 1. Answer the questions below. Several answers are possible. Example: Q: What would you drink? A: A soda, please. 1. Where do you come from? ………………………………………………………….. 2. Where’s the restroom? …………………………………………………………. 3. How was the flight? ………………………………………………………… 4. What was the weather like in New York when you left? ………………………………………………………… 5. Have you been here? ………………………………………………………… 6. How long are you going to stay? ………………………………………………………… 7. May I offer you something to drink? …………………………………………………………
136 2. Imagine you have to receive a visitor from abroad. Think of an identity for him/her in terms of: a. name__________________________________________ b. nationality ______________________________________ c. city ____________________________________________ d. hotel ___________________________________________ Make up a conversation putting into practice what you have learned. Be polite and helpful. Take turns. Conclusion In this unit, how to receive visitors has been presented. The learners have practiced speaking and listening to the conversations about greetings and introductions, office hospitality, small talk, giving directions around the office and warmly welcoming the visitors. They have also written conversations about these topics and used them for speaking practice. Follow- up Activities Pair work 1. Talk with a partner about a foreign country or city. Choose a place one of you knows. Take turns. Don’t forget greetings and introductions. 2. Write the best conversation you’ve had once you have practiced with two or three different classmates. Include the following topics: geographical location the weather the people interesting customs
137 References Driscoll, O. & Barrett, S. (1995). Business Challenges. Spain: Longman. Hollett, V. & Duckworth, M. (1997). Business Opportunities. New York: Cambridge University. Kusumal R.(1992). Communicative Business English. Bangkok: Thammasat University. Liesenborghs, Rt. (1992). At the Office. Bangkok: Science Engineering & Education. Millan, A. M. and Toselli, M. (1996).On the Job: English for Secretaries and Administrative Personnel. Singapore: McGraw-Hill. Office Skill , (2005). Office Skill [Online]. Available HTTP: http://www.fv2k.co.uk/office_skills courses.htm [2005, May 2]. Taylor, L. (1998). International Express. England: Oxford University. Utawanit, K. (1996). Communicative English for Hotel Personnel. Bangkok: Thammasat University. Yates, J.C. (1992). May I Help You?. Herts, UK: Prentice Hall International. กิตติกานต์ อิศระ. (1996). Business English. กรุงเทพฯ: ซีเอ็ดยูเคชั่น.
Unit 5 Arranging Appointments Businessmen are always quite busy so it is necessary to make appointments with them before visiting them. Thus, a secretary must be competent in dealing with clients and associates who need to make appointments or who drop by without an appointment. In addition to this, appointments are often cancelled, postponed or changed, so the secretary must also keep a diary or datebook in order to manage the schedule of her supervisor. Finally, it is good idea to confirm appointments to remind everyone that meetings are planned. Get Started Vocabulary Match the vocabulary words on the left to the meaning on the right. 1. tied up ____ a table showing the months, weeks, and days in at least one specific year or a schedule of events. 2. held up ____ (n.) 1. time stated in terms of the day, month, and year. 3. slot ____ delay, move to another time 4. on behalf of ____ (adjective phrase) delayed, made late 5. postpone ____ (n) space, free time 6. calendar ____ (n.) (adjective phrase) busy, not free, not available 7. date ____ for, instead of
140 5.1 Making Appointments If you want to have a meeting with an executive, his or her secretary is the one who will give you an appointment. When making any sort of arrangements, a secretary is operating on behalf of her boss, and she must keep his or her schedule straight and work closely with her supervisor when making arrangements. Making appointments can be done by face-to-face contact, by telephone, or by letter. Listening While listening to the following conversation, pay attention to the rhythm and pronunciation, then practice them with a partner. Receptionist: Good morning, sir. What can I do for you? Visitor: Good morning. I work for Guardian, an Australian Company. Could I make an appointment with the Purchasing Manager? Receptionist: You have to ask his secretary, Miss Jones. She’s upstairs.