I. COMMUNICATION FOCUS (1) Greetings and Introducing 1) Introducing yourself Unit 1 Introduction And Greeting

* My name’s (name) and I’m with ABC Company. * Hello, I’m (name) with ABC Company. * Welcome. How may I help you? * Nice to meet you. * How do you do? Introducin g Responses How to introduce yourself? Next

Introducing another person * I’d like to introduce you to (name) with ABC Company. * This is my associate (name) with Thai Gypsum. * Pleased to meet you. My name’s (name) and I’m with Teo Hong. * It’s a pleasure meeting you. I’m with (company’s name). Introducin g Responses

Asking other questions Asking about job/company Responses * What is your job at ABC Company? * What does your company sell? * I’m a salesperson. * We sell health care products.

* What does your company manufacture? * How long has your company been in business? * We manufacture mobile phones. * We have been doing business in Bangkok for 25 years. Asking about job/company Responses Asking other questions

Asking for More Information 1) Asking about school/subject AskingResponses * What do you do? * I’m a student. continue

AskingResponse s * What school do you go to? * What are you studying? * I go to Assumption University in Bangkok. * I study Business/ Engineering/N ursing/ Tourism.

Asking about job * What do you do? * What company do you work for? * What is your job there? * I’m an engineer. * I work for Citibank. * I’m a secretary/ an engineer. * I’m in Human Resources/ Sales and Marketing/ Production Department. AskingResponse s

Example Conversation My name’s James Bond. How do you do? I’m Lisa Songsuwan. Next

It’s a pleasure meeting you I’m with ABC Company. John, This is my associate, James, with Thai Gypsum. Pleased to meet you. Next

Pleased to meet you. My name’s Songsak and I’m with Advance Insurance. How do you do? I’d like to introduce you to Mr. Tabechi with Toyota Motors. Next

II. COMMUNICATION FOCUS (2) Receiving Visitors 1) Most common greetings Time of Day+Male/Female+ Greeting * Good morning/ afternoon/ evening. Sir/Mr…… ….. Ma’am/Mis s/ Mrs……….. * May I help you? * What can I do for you? * Can I be of any help to you?

2) Responses from visitors * I’m/ My name’s…………………from…………………... * I’m/ My name’s……………. I’m with ………Company. * I’d like to see Mr. Smith regarding/ concerning/ about our new product. * I have an appointment with Mr. Smith. * Can I see Mr. Smith in the purchasing department?

3) Responses from person receiving the visitors * Please have a seat. I’ll let him/ her know you are here. * Just a moment please. * Would you please wait for a few minutes, ma’am/ sir? * Please take a seat. I will see if he/she is available. * Please come this way. * Please follow me. Continue next page

* I’ll take you to his/her office. * Please take the elevator (lift) to the second floor. Mr./Mrs./Miss Smith’s office is through the door and on the right/left.

Hello. My name’s John Cork from Florida. I have an appointment to see Mr. Kamron. Please have a seat and I’ll let Mr. Kamron know you are here. Exa mple

 Pastimes and interests  The country/city he/she is in  The country/city where he/she is from  Here are some useful expressions

 Talking about weather  How do you find the weather here?  How was the weather in Manila when you left?  Talking about travel/trip  How was your flight?  Is this your first trip to our head office/Rayong/Thailand?  Have you travelled a lot?  Have you been to Indonesia/Hanoi/………..?

 Talking about interest  What do you do in your free time?  Do you play any sports/golf?  Talking about job and company  How do you feel about your work?  Have you been in business long?  Have you been in many fairs/conferences in your job?

 Talking about country/ city/ event  What do you think of Thailand/ Bangkok/ Phuket?  What do you think of the conference/ seminar/ workshop/ presentation/ trade fair?  Would you like me to show you around?

Exam ple: Hello, my name’s Peter Chang. I’m with Singapore Textiles. My name’s Panadda Niratchai. Nice to meet you. How was your trip to Bangkok? It was a short one and it was pleasant. Oh, I think it’s one of the biggest fairs. Good. What do you think about this fair? Do you find anything interesting?

I. COMMUNICATION FOCUS (1) Telephone Manners Face – to – face conversation Conversation on – the phone * I want to speak to ………… * He isn’t here. * Hello, could I speak to ……….., please? * I’m afraid he isn’t in the office at the moment. Unit 2 Telephoning

* When will he arrive? * I don’t know? * OK. Please tell him for me. * Can / Could you tell me when he’ll be back? * I’m afraid I don’t know. * Could I leave a message for him? (Could I leave him a message?) Face – to – face conversation Conversation on – the phone

* Who’s Calling? (, please)? * This is ……… * May / Can I take a message? * Could you ask him to call me back before 5:00 o’clock (p.m.), please? * What’s your name? * I’m ……………… * What do you want me to tell him? * Tell him to call me back before five. Face – to – face conversation Conversation on - the phone

II. COMMUNICATION FOCUS (2) Opening a Call 1) Identifying your company  Krung Thai Bank, can I help you?  Good morning/ afternoon/ evening. DTAC Phone Company.

2) Identifying yourself (the receiver)  This is John.  John speaking.  John here.

3) Identifying the caller  Who’s calling, please?  Who’s that speaking?  May I ask who’s calling?  I’m sorry. I didn’t catch your name.

4) Asking for your connection  I’d like to speak to John.  Could you put me through to John?  Could I have extension 222, please?  Could I speak to someone in the English Department?

5) Asking about purpose  Could you tell me what it’s about?  What’s it in connection with?

6) Explaining the purpose  I’m calling about the job advertisement in the Bangkok Post.  The reason I’m calling is I’m interested in buying a computer.  It’s about the advertisement in the newspaper.  It’s in connection to the telephone bill I received.

7) Making the connection  Hold on a moment.  I’m putting you through.

Resp onses 1) Encouraging responses  Of course.  Please do.  Go ahead.  Certainly.

2) Disappointed responses  Oh dear.  That’s a pity. 3) Positive responses  Good.  Fine.  That sounds great!

4) Showing understanding  I see.  I got that.  I understand. 5) Neutral responses  OK. (Okay.)  All right.

6) Asking for clarification/ repetition  I’m sorry. I didn’t catch that.  Could you repeat that?

III. COMMUNICATION FOCUS (3) Talking on a Mobile Phone

Caller Receiv er * Am I disturbing you? * Is it a good time to call? * No, I’m just……….. * I wasn’t doing anything particular. * In fact. I’m rather busy. * Well, actually I’m in a meeting. * Could I call you back?

Excuses * Excuse me, that’s my other phone ringing. Hang on a moment. * Excuse me, I’ve just got a visitor. I’ll call you back later.

Exam ple: Hello John. Is it a good time to call? Oh hello Liz. In fact, I’m driving. Can I call you back later? Next page

No, I’m just going to a conference. What can I do for you? Hi, Annie. Am I disturbing you?

I. COMMUNICATION FOCUS Leaving / Taking Messages 1) Asking for a connection  Hello. Can I speak to Mr. / Ms ……, please?  Good morning. Can you put me through the Marketing Department?  Can / Could I have extension…………., please? Unit 3 Leaving a message

2) Excuses (saying someone is not available)  I’m afraidhe/she’s in a meeting at the moment. he/she’s out of the office. he/she’s not available to take your call. he/she’s on vacation.  He/She won’t be back until next Monday.  He’s/She’s away for the week.

 I’m sorry. The line is busy/engaged. Will you hold?  Hold on a moment, please.  I’ll ask him/her to call you back as soon as he/she’s free.  The line is engaged. Can I ask her to call you back?

3) Leaving a Message Responding  Can I leave a message?  Can you tell him/her I called.  I’ll call again later today.  Could you ask him/her to call me back, please? My number is * Right. I’ll give him/her your message ………… * Right. I’ll pass on your message.

4) Taking a message  Can I take a message?  Would you like me to take a message? 5) Asking for spelling  Could you spell that / your last name, please?  Could you spell your name / your company’s name?  You’d better spell that, please. (informal)

6) Noting  Let me take that down.  Let me write that down.  Hang on. I’ll get a pencil / pen.

7) Reassuring  I’ll make sure he / she gets the message.  I’ll tell him / her you called.  I’ll get him to call you back first thing tomorrow / in the morning.

Exampl e: I’m afraid he’s in the meeting at the moment. Can I take a message? Right. I’ll pass on your message. Hello. Can I speak to Mr. Cork, please? Could you ask him to call me back before 5, please?

TELEPHONE MESSAGE PADS. SAMPLES TELEPHONE PADS TELEPHONE MESSAGE PADS. SAMPLES TELEPHONE PADS Model 1. II. Ex t. Unit 4 Telephone Message Next

Model 2 : : :

Model3. of Pho ne Next

Model4 IMPORTANT MESSAGE For: Date: Time: Mr./Mrs./Ms. of Phone A. M. P. M. AREA CODE NUMBER EXTENSION Next

SIGNE D TELEPHONED CAME TO SEE YOU WANTS TO SEE YOU RETURNED YOUR CALL PLEASE CALL WILL CALL AGAIN RUSH SPECIAL ATTENTION

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