292 4.3 Small Talk 4.3.1 The Flight Exercise 1 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. Conversation 2 Secretary : And how was the flight? Visitor : Too long, I’m afraid. Secretary : How long did it take? Visitor : About fourteen hours. 4.3.2 The Weather Exercise 1 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. Exercise 2 Secretary : Are you in mid winter there? Visitor : Yes. And this winter has been extremely cold. Secretary : Does it snow? Visitor : Quite a lot!
293 Exercise 3 Secretary : And what was the weather like in Perththis 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. 4.3.3. Hotel Accommodations Exercise 1 Conversation 1 Secretary : Where are you staying? Visitor : At the Novotel Hotel. Secretary : Is it comfortable? Visitor : Yes and it’s very near here actually. 4.3.4. Country or Place of Origin Exercise 1 Conversation 1 Secretary : I was in Rio last summer. Visitor : Oh! What is it like? Secretary : It’s a fascinating place. Visitor : And what was the weather like? Secretary : Very hot and humid. 4.3.5. Host Country Exercise 1 Conversation 1 Secretary : What do you think about Chiang Mai? Are you enjoying your visit here? Visitor : Yes, quite a lot. The city is beautiful and the vegetation superb. Secretary : And what about the people? Visitor : They are very nice and warm.
294 4.4 Getting Directions Around the Office Conversation 1 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. Conversation 2 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. Conversation 3 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. 4.5 Steps of Receiving Visitors Exercise 1 Conversation 1 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?
295 Conversation 2 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 wait, Mr. Phillips? Mr. James will be available shortly. Conversation 3 Visitor : Excuse me, could I see Mr. Johnson? Secretary : May I have your name, please? Visitor : Tom Blackburn, from New Instant Technology. Secretary : Please sit down. He’ll see you in a minute. Conversation 4 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. 4.6 Visitors in Different Situations 4.6.1. A Visitor with an Appointment. Conversation 1 Secretary : Hello. 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. Conversation 2 Secretary : Good afternoon, Sir. What can I do for you?
296 Visitor : Good afternoon. I am 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. 4.6.2 A Visitor without an Appointment Conversation 1 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 : Simpson? Secretary : Mr. Smith from Olympia is 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. 4.6.3 A Visitor is in the Reception Room Conversation 1 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?
297 Mr. Brown : Yes, I’d like some coffee, please. Secretary : Cream and sugar? Mr. Brown : Just sugar, please? 4.6.4 A Visitor is Early or Late for Arrival Conversation 1 Secretary : Good morning, sir. Guest : Good morning. Let me introduce myself. I’m James Sanderson from the PRO Company in Singapore. I have an appointment with Chakrit at 10:30 and I’m sorry I’m a little early. Secretary : It’s all right, Mr. Sanderson. Please take a seat. Mr. Chakrit can’t see you at the moment. He’s busy until 10:15h Inthe mean time, would you like a cup of coffee or tea? Guest : Coffee, please. Secretary : How do you like your coffee? Guest : Black with no sugar. Secretary : Just a moment please. Conversation 2 Secretary : Good morning, madam. Guest : Good morning. I have an appointment at 11:00h. Secretary : Who do you have the appointment with, madam? Guest : Oh, with Khun Rungthong. Sorry for being late. There was a lot of traffic. Secretary : It ‘s nothing, madam. I’ll see if she can see you now. Please take a seat. 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 : Tea, please. Secretary : In a minute, madam.
298 4.6.5 A Visitor a Secretary knows well Conversation 1 Secretary : Hello, Mitree! What are you doing here? Mitree : I have an appointment with your boss. Secretary : How is your family? Mitree : They are doing fine. Will I have to wait long? Secretary : No, My boss should be able to see you shortly. 4.6.6 Refusing a Visitor Journalist : I am a journalist for the Sunday News, could your boss possibly give me a few minutes? Secretary : I’m very sorry but he is booked the rest of this week,and he doesn’t like to give interviews. Journalist : Can I arrange an appointment then? Secretary : Leave me your card and I will call you back tomorrow Unit 5 5.1 Making Appointment Conversation 1 Secretary : Good morning. Mr. Gibson’s office. Caller : Good morning. This is Greg Simon from the Morgan Company. I wonder if I could see Mr. Gibson for about an hour regarding our latest order. Secretary : Mr. Gibson is attending a seminar today. I’m afraid, but he’ll be freetomorrow at 10.30 a.m. Will that be convenient for you? Caller : Yes, thank you. I’ll be there at 10.30 tomorrow morning. Good-bye. Conversation 2 Secretary : Mr. White’s office. Good morning. What can I do for you? Caller : Good morning. Gadfly Gallery, speaking. Our managing director, Mr. Jackson, is leaving for Singapore next week, and he has a important
299 matter to be discuss with Mr. White. Do you think it’s possible for them to meet? Secretary : Yes, I think so. But, Mr. White will be out of town from Monday to Wednesday. Would Thursday be ok? Caller : Yes, that would be fine. But Mr. Jackson can’t meet during the morning. Secretary : What time will suit you? Let’s see… Yes, next Thursday two would be fine. Conversation 3 Secretary : Mr. Rogers would like to set up an appointment with you. Will you be available tomorrow morning? Boss : Tomorrow morning will be fine. What time can be come over? Will 10 a.m. be convenient? Secretary : I’ll put his name on the 10 a.m. slot? Boss : Certainly. Secretary : It’s Mr. Robert. Robert Rogers. Boss : Thank you very much. Conversation 4 John : Hello. Caller : Good afternoon. I’m calling from Mr. Black’s office. I would like to speak to Mr. John, please. John : This is John. What can I do for you? Caller : My name is Lisa, Mr. Black’s secretary. I’m sorry to tell you that Mr. Black won’t be able to keep the appointment with you. John : That was being on Monday, wasn’t it? Caller : Yes, this Monday. Something unexpected has come up. Mr. Black has to go to our Head office for a meeting. He would liketo change the appointment to next Monday. John : I’m tied up on Monday. Would Tuesday be all right? Caller : Tuesday’s fine. Shall I say the same time? John : That would be fine.
300 Caller : That would be Tuesday the 13th at 10.00 a.m. I’ll just note it down in his diary. I’m sorry for the inconvenience Unit 6 6.1 Booking a Service Exercise 3 RECEPTIONIST : Park Hotel. Can I help you? ALEX : I’d like to make a reservation please. RECEPTIONIST : Certainly. When will you be staying? ALEX : From Thursday June 20th until the 23nd. RECEPTIONIST : OK so two nights. ALEX : Yes. RECEPTIONIST : Would you like a single room or a double? ALEX : A single room is fine. RECEPTIONIST : A single is $ 140 a night. ALEX : OK. RECEPTIONIST : And may I have your name please? ALEX : It’s Alex Meyer RECEPTIONIST : Could you spell that please? ALEX : Alex. A L E X. Meyer is M E Y E R. RECEPTIONIST : Thank you. And can I have your telephone number? ALEX : Sure. It’s London 020 9696 514. RECEPTIONIST : Thank you very much Mr. Meyer. Your reservation has been made for a single room for June 20th for two nights. My name is Julie. ALEX : Thank you very much. RECEPTIONIST : Bye. ALEX : Bye.
301 Exercise 4. AGENT : STA. James speaking. Can I help you? LUCY : UhI would like to reserve reserve a flight one-way to Tokyo please. AGENT : When will you be flying, ma’am? LUCY : Tomorrow. March 4th . AGENT : There is a flight with North East Airways on the 4th leaving Los Angeles at 11:05 a.m. LUCY : Mmm… That’s fine. AGENT : Can I have your name please? LUCY : LUCY Zhang. AGENT : Could you spell your last please? LUCY : Sure. It’s Z H A N G AGENT : How will you be paying, Ms. Zhang? LUCY : By Credit card. The number is 4535 1567 3765 4354. AGENT : Ok, Ms. Zhang. Can I confirm your booking? You will be flying with North East Airways to Tokyo leaving Los Angeles tomorrow at 11.05. Please pick up your ticket from the check-in counter. Please remember to check in two hours before the flight time. LUCY : Thank you very much. Exercise 6 Conversation 1 Planning a trip for boss. Mr James : Khun Porntip, I’m planning a business trip to New York and Mexico City. I want you to arrange everything with the travel agency. Porntip : What are your travel’s plans, sir? Mr. James : I’ll leave Bangkok on the 3rd of June and plan to stay in New York 3 days at Royal Hotel. Take a flight from New York to Mexico City
302 on the 11th in the afternoon and stay at the Marble Hotel for 2 nights. Return to Bangkok on the 13th of June. Porntip : Would you like to take a first class or a business class? Mr. James : Business class is fine. Porntip : Would you like the travel agency to book a car rental for you, too? Mr. James : No, Mr. White, my business partner will pick me up at the airport. Porntip : I’ll take care of it. Mr. James : Don’t forget to inform Mr. White about my trip, estimated date of arrival and my flight number. Porntip : As soon as everything is confirmed, I’ll fax the itinerary to Mr. White. Mr. James : Can I see the appointment schedule for the 3rd to 12th of June? Porntip : Here is a copy of the appointment schedule for New York and Mexico City, sir. 15 minutes later…… Porntip : Mr. James, your flight already booked. Unfortunately, the Royal Hotel in New York is fully booked for a month. Would you consider another hotel? Mr. James : How’s about the Grand Hotel? Porntip : I’m going to contact Khun Mintra at the travel agency right away. All the arrangements have made, sir. Here is a copy of the itinerary. And I’ll fax one to Mr. White. Conversation 2 Booking a flight with travel agent Travel Agent : Good morning. Srida Travel Agency, how can I help you? Secretary : Yes, I’m calling to get some information about flights to Perth.
303 Travel Agent : When do you want to travel, madam? Secretary : The 24th of March. Travel Agent : How long will you go for? Secretary : A week Travel Agent : Do you want business or economy class? Secretary : Business class, please. Travel Agent : Is this for one person? Secretary : Yes. Travel Agent : Right. I’ll just check. Hold on a minute. There are a number of direct flights from Bangkok to Perth such as, Thai Airways, Quantas and British Airway. Which airline do you prefer? Secretary : Thai Airways, please. How much does it cost? Travel Agent : A return ticket on Business Class is 30,900 baht. VAT included. Secretary : O. K. Travel Agent : Can I have your name and your address, please? Secretary : The name is Mr. James White. And the address is YOYO Company Ltd, 7th floor, Sun Towers, Viphavadee-Rangsit Road, Chatujak, 10900. Travel Agent : Fine…..That will be a return ticket from Bangkok to Perth on Business Class in the name of Mr. James White. Depart from Bangkok to Perth on the 24th of March at 11:50 a.m. arrive in Perth at 17:50 p.m. Return to Bangkok on the 1st of April. Departure time’s 10:00 a.m. and the arrival time’s 16.00 p.m. Is that correct? Secretary : Yes. Travel Agent: : How would you like to pay, madam? Secretary : Credit card, please. Travel Agent: : What’s the card number?
304 Secretary : It’s VISA and the number is 375654873. Travel Agent: : Thank you. Secretary : Can youfax me the itinerary right away? Travel Agent: : Of course, madam. Unit 7 7.1 Planning the Meeting Boss: Khun Vichai, the Executive committee meeting is planned for next week, were the members informed? Vichai: Yes, sir. I have given the committee members an informal notice of the meeting by both telephoning and memo. Boss: Will you prepare for the topics to be discussed, copies of the notices of the meeting, a list of member, and the minutes of the last meeting. Vichai: Yes, sir. All this done and the agenda is prepared. Would you like to have a look at it? Boss: Yes. Travel Agent : M & C Travel. How can I help? Secretary : Yes. I’d like to get information about the train service between London and Manchester, please. Travel Agent : When do you want to travel? Secretary : January the 25th . Travel Agent : There is a fast and direct train service leaving from London to Manchester every hour, madam. Secretary : Does the train leave from Waterloo station? Travel Agent : No, madam. It leaves from Euston Station. Secretary : How long does it take to get to Manchester? Travel Agent : It’s one hour and thirty-six minutes. Secretary : What’s the fare for a return ticket, please? Travel Agent : It’s 70 pounds. Secretary : Thank you very much. I’ll contact you back.
305 Vichai: Here, you’re. ………. Boss: Excellent. Vichai: I have prepared all the necessary material as well as the meeting memo. Would you like to see and check it? Boss: Let’s me have a look. Vichai: (Hand it to his Boss) Boss: Well-done. After the meeting, don’t forget to inform all the absentee of any action taken writing up the formal notice in duplicate. Vichai: I’ll do that sir. Situation 2 Boss: Khun Vichai, the Executive committee meeting will be postponed to next Friday at the same time, will you inform all the committee members for me? And makes sure they’re notified. Vichai: Yes, sir. Do you want me to prepare the VDT for this meeting? Boss: Of course. Check it and if there is any problem inform the technician ASAP. Vichai: Right away, sir. 7.2.2 The Agenda Tapescript AE : So, to start with we need a date for the meeting. Initially I thought Tuesday 11th September, but the MD has said he won’t be available at all that day. So, let’s go for Wednesday 12th September. HE : And the starting time? AE : Let’s starting at 2.30. HE : And who is going to attend? AE : Well, it’s a management meeting so the distribution list is all departmental managers and the managing director. HE : How many items have we got for the agenda?
306 AE : Well, I’ve got four. And then I’ve received some suggestions from the other managers. Those are on that piece of paper there. We’ll have to see how many of those can be included with the time we have available. So’firsty, L’ll present the European marketing effort. HE : So what should I put on the agenda? AE : Call that one ‘marketing report: European market’. HE : Right – ‘Marketing report: European market’. AE : Now I think that’ll take about 45 minutes with questions. We mustn’t let it go on too long. Once we’ve discussed that, we’ll go o to consider the far East market. So put that down as the second point on the agenda: ‘Marketing report: Far East market’. HB : OK – ‘Marketing report: Far East market’. And thirdly? AE : Next we’ll get onto the forthcoming advertising campaign. Oh, and before I forget, will you remember to get those advertising proofs out of the file for me and leave them on my desk, please? HB : Certainly. So, what’s the last thing on the agenda? By the way, what about this suggestion for an item on ‘Review of market research activities’? AE : Oh thanks, Hilary. Yes, we should try and include that. Right – put ‘Review of market research activities’ third. HB : OK. That means that we’ll take the advertising campaign fourth? AE : Yes. So fourthly we’ve got the advertising campaign . HB : What should I call it on the agenda? AE : Let’s call it ‘ Advertising’. No, ‘Advertising campaign’. Have you got that? HB : Yes, ‘Advertising campaign’. AE : The last thing I’ve got for the agenda is the computerization of the marketresearch programme. But perhaps we can take the item on ‘Investment in new equipment’ fifth. Yes, let’s do that. So, fifthly we’ve got ‘Investment in new equipment’. OK? HB : So, point 5 is ‘Investment in new equipment’.
307 AE : So that just leaves ‘Computerisation of the market-research programme’ as my final point for the agenda. In fact I doubt if we’ll have time for anything else. HB : Sofinally we’ve got ‘Computerisation of the market-research programme’. AE : Yes. And then don’t forget to add AOB. Then we can mention the other points that we haven’t had time to discuss and decide when we are going to go over them.