Assignments for self-control

1. What kinds of speech do you know?

2. Name the main requirements to the business speech.

3. What stylistic devices are used to create effective speech?

4. How is the work of the person at the exhibition characterized?

5. Is non-verbal form of communication important during public speech?

Vocabulary in need

advertisement	отдельное рекламное объявление
billboard	рекламный щит
campaign	кампания
consumer	потребитель
deal	сделка
demand	спрос
demographics	информация о рынке
emphasis	акцент, фокус
implement	внедрять
networking	дистрибьюторская сеть
promotion	продвижение товара
sales	сбыт реализация
supply	предложение
well-publicized	хорошо разрекламированный
Expressions	Выражения
advertising campaign	рекламная кампания
adverse, favourable conditions	неблагоприятные, благоприятные условия
dominate the market	доминировать на рынке
enter, penetrate, break into the market	проникнуть на рынок
find a new market for	найти новый рынок для
saturate, flood the market	насытить рынок
target market	целевой рынок

THE TELEPHONE COMMUNICATION RULES

Mostly all the types of communication between business people are directed towards one aim: the order. Sometimes business people prefer to place orders on the phone, especially when there is an urgent matter. But there are also other business occasions to speak on the phone. The phone conversation involves less official language than written orders. Here are some common rules of telephone communication.

Remember that the other person:

1. Wants to understand you easily, so try to speak clearly.

2. Cannot see your reaction, so always confirm that you have (or have not) understood each point that has been made.

3. Cannot see you and does not know what a nice person you are, so make sure your voice sounds polite and agreeable.

4. Cannot spend much time, so make sure your call is brief.

5. Is getting an impression of your company while talking to you, so make sure that your voice sounds efficient.

Here is an example of telephone conversation:

- Bill Jones speaking: can I help you?

- Yes, my name is Peter Brown. A mutual friend of ours, Susan Priesley, referred me to you. I am interested in hanging careers, and she thought you would be a valuable source of information for me.

- Mrs. Priesley, of course. How can I help you?

- I would like very much to come up and speak with you. Would you be willing to give me a few minutes of your time?

- Well, my schedule is a little tight. When were you thinking of meeting?

- Whenever it is convenient for you.

- Well, can you make it after five o’clock some day next week?

- Yes, I can.

- Fine, then how is 5.15, Wednesday, at my office?

- Next Wednesday at 5.15 is fine. Thank you very much, Mr. Jones.

- You’re welcome. Hold on – my secretary will give you directions.

- Thank you. See you Wednesday.

To save time at the beginning and at the end of telephone conversations standard phrases are used.

The caller may wish to leave additional information. Complete telephone messages usually include important details such as names, telephone number.

Many firms have their own special printed forms for messages. Messages contain five main elements:

- name of the person the message is for;

- date;

- time of taking message;

- message;

- name of the person who receives the message.

Abbreviations may be used provided the message is clear. On a message form, the year is not necessary when indicating the date. In an office, the taker of the message may use only the initials of the person the message is for. The same may apply to the taker of the message. The name of the caller should be noted in full as well as the name of the firm where applicable. It is always advisable to take the telephone number of the caller, except in special circumstances, i.e. where the telephone number is well-known to the person the message is for, or where there is no necessity to call back. The message should be repeated back to the caller.

Sometimes if the person you want to speak to is not there, you may hear the voicemail or an answer phone. It can be difficult to leave a message on an answer phone. You have to think quickly and speak clearly, and you have to pretend that you are talking to a machine.

How to leave a message on an answer phone!

First of all, introduce yourself……. Hello. This is …….

My name is ……….

Then, give the day and time ………It’s three o’clock on Monday afternoon.

Explain reason for phoning………..I’m ringing…to let you know that……..

….to find out if…...

…because I need…

Then, request action follows ………Could you ring me back?

…………...help me?

After, you give your number……….My number is…

You can get me on……

I’m on 784 567 until five o’clock.

End………………………………….Thanks a lot.

THE MAIN RULES OF THE ACTIVE LISTENING

- Keep silence! You cannot listen to, if you are speaking.

- Help the client to feel he can speak easily. Make a “liberated situation”.

- Show to the client you want to listen to him/her. Express your interest. Listen to understand and not to answer.

- Don’t divert the client.

- Approve the client. Try to imagine if you were him/her.

- Be patient. Let him/her express. Don’t interrupt.

- Avoid being aggressive.

- Keep off the criticism and argument. It will provoke the client’s defense. He/she can “close” or get angry. Don’t argue: if you even win, you have lost.

- Ask questions. It gives to the client courage and shows he/she is being listened to.

- Be a personality, be responsible. Distinguish your personal reactions.

Then, we give phrases most commonly used in connection with placing orders:

- We beg to order …

- Please, send us the following goods as soon as possible by the quickest route.

- Kindly supply (deliver) the following goods …

- We believe you will do your best to execute this order.

- We request you to …

The main requirements of telephone communication are brevity and clarity of thoughts presentation.

The conversation should be held without big pauses or wrong words. But you should consider non-verbal stimuli. They are:

- the moment for pause and its duration;

- silence;

- intonation which expresses enthusiasm and consent or reverse reactions.

During the telephone communication the interlocutor observes nor your face expression, nor your suit or the interior of your office, that’s why your personal image depends mainly upon your ability to speak on the phone. Thus, we can summarize that the knowledge of telephone etiquette and rules of telephone communication are necessary for every civilized businessman.

To avoid the waste of time because of phone you should keep the following recommendations:

- inform your potential telephone subscribers beforehand when they shouldn’t phone you;

- inform the appropriate time for calling;

- don’t late with the promised calls and don’t wait when you are called;

- try to use the voicemail (answer phone). If you haven’t one and you’re busy use the phrases like that “I’ll call back you later”.

During your communication you should find out who your telephone subscriber is, what the problem is, how important and urgent his affair is, when and where you can phone him back.

If you’re called at your work you should name your organization and introduce yourself. You should demand the same from your interlocutor.

Before serious conversation and the call to another city it’s useful to write down the main points of your conversation and necessary names and figures.

The optimal time to call is chosen according to 3 when’s:

1. When you think your call will be more convenient for the telephone subscriber;

2. When it’s easier to call for him;

3. When it’s more convenient for you.

When dialed the number, you should clarify if you are connected right. If you arranged to call you should fulfill your promise.

Take notes and read aloud the most important information. From time to time, speak out some words proving your attendance. Don’t relax during your telephone communication, it influences your attention and your state is quite perceived by your interlocutor.

There are various circumstances for interrupting your conversation. You should say in such cases:

- I don’t want to interrupt you but I’m afraid to be late for the meeting.

- Sorry, but the time up for the next meeting, I need to go.

- It’s nice to talk to you, but I have to call to one more place. Can I call you back later?

- I’m busy now. Can I call you back?

- I’m glad to hear you but now I have to leave.

While finishing up your telephone communication you say:

- Let’s discuss everything once more in some days.

- I’ll call you next Monday.

- Let’s talk once more and sum up what we’ve come to.

If the conversation was broken up the person who rang, calls back. And the person who started the conversation, finishes it up.

But keep some rules:

Don’t

- Ask “Can I help you?”

- Hold 2 conversations at the moment

- Say “Nobody is here”

Do

- Raise the receiver up to the 4-th bell

- Ask “What can I do for you?”

- Concentrate on your conversation

- Listen to very attentively

- Offer to wait to clarify or call back

The expressions you should avoid:

1. I don’t know

It would be better to say “The good question is. I’ll clarify this for you”.

2. We can’t help you

But you should find the other decision and concentrate on what you can.

3. You must

It’s a serious mistake, your client has nothing to have to. You should say “It would be better if you…”

4. No – at the very beginning of your phrase.

There is no universal recipe but in every case you can find not so negative decision.

Try to be reserved during your conversation.

Remember! The phrase “This isn’t the telephone conversation” has the reverse effect. Everything you’ve spoken before and after it is analyzed very carefully.