1. Negotiating a deal (Telephoning) Prof. E. Garbey Savigne, Cert TEB, MA.

2. Aim of the lesson This lesson looks at the language and tactics which can be used: This lesson looks at the language and tactics which can be used: in negotiations, and in negotiations, and when telephoning. when telephoning.

3. (Negotiating) At a shop A : How much do you want for this? A: Oh, come on, it's dented. I'll give you 25. B: That is a unique antique, isn't it? I can let it go for 75. B Really? I might consider a serious offer but 25 really is not. CustomerShopkeeper

4. (Negotiating) At a shop A: Well, I could go up to 40 but I would never pay anything like 75. A: What about 45? B: That's a hard bargain, young lady, 60 cash, right now. B: (silence) CustomerShopkeeper

5. (Negotiating) At a shop A ; 50, that's the highest I will go. B: OK. You can have it for that, it's a deal. CustomerShopkeeper

6. What is a negotiation? How long do negotiations often last? How many people are usually involved in a negotiation? Do people negotiate under a threat or do they do it voluntarily? Is there any relation between the parties involved in a negotiation? What is the final aim of any negotiation?

7. What is a negotiation? A process in which two or more individuals participate voluntarily sharing interests and conflicts and the final aim is to reach a deal.

8. (Negotiating) At home A: May I make a long distance call to Kyoto now? A: It is Lee's birthday and she is my best friend. B: B: I'm afraid you may not. B: It's rather expensive and besides, you haven't done your school work yet and you haven't studied. 14-year old girl Father Father

9. (Negotiating) At home A: What about if I do my homework now? A: I swear I will study hard tomorrow, morning and afternoon. B: And, when are you going to study? B: OK, If you say so, but… 14-year old girl Father Father

10. (Negotiating) At home A: Daddy, I promise… A: Yes, Certainly. Thanks, Daddy. Thanks, Daddy. B: OK, if you do, you may phone Lee but you must call her up late at night when phone rates are cheaper, is that right? 14-year old girl Father Father

11. Negotiation can not work unless communication is clear. Negotiation can not work unless communication is clear. Misunderstandings in offices, homes, and companies bring phrases such as: Misunderstandings in offices, homes, and companies bring phrases such as: “But I thought you meant” “But I thought you meant” “That is not what you said” “That is not what you said”

12. Why are telephoning skills necessary? First, the phone call normally comes when the person is in the middle of something else. Secondly, there is no body language to help the person understand what the caller is trying to say.

13. What makes a good phone call in business If you keep the customer happy. If you succeed in persuading the customer. If you pass the needed information to your business partner accurately.

14. How to make a good phone call Dial the number You give the reason for your call Your partner says hello Introduce yourself Both of you exchange information Say bye and finish the call Your partner answers the phone

15. Language Checklist Telephoning Introducing yourself. Hello, this is … from… Good morning, my name is...Calling from … Saying what you want. I´d like to speak to… Is…there, please ? Leaving message. Could you give him/her a message? Can I leave a message?

16. Language Checklist Telephoning Saying someone is not available. I am sorry, Ms X is not available. Sorry, he/she is away/not in/in a meeting. Taking a message. Would you like to leave a message? Can I take a message? Offering to help in other ways. Can anyone else help you? Would you like to speak to his/her assistant?

17. Could I have your phone number? Listen to the way we say these phone numbers. Listen to the way we say these phone numbers. 6754390 9800547 5142906 5849973 Now, say your office, mobile and home numbers to a partner. In English people usually say numbers individually. People in the UK say “oh”. People in the USA say “zero”.

18. Hints on telephoning Hints on telephoning Let the phone ring three times. When answering the external calls Say your company name followed by ‘Good morning/afternoon”. Try to get details on the caller. Avoid putting the person on hold for more than 17 seconds.

19. Hints on telephoning Hints on telephoning Write down all details and arrange a face-to- face meeting. These are the words to keep the contact: “If something unexpected happens and I need to contact you, where should I phone you?” Try to keep your phone calls short. Time is money. Do not forget to say: 'Thanks for calling'.

20. Write how to do these things using if… a. Phone Italy / dial 119 39 first. If you want to phone Italy, dial 119 39 first b. Need a phone number / call directory assistance. ____________________________________ c. Get the number wrong / call the operator. _____________________________________ d. Have all the area codes right / dial direct. ____________________________________

21. Write how to do these things using if… If you want to phone Italy, dial 119 39 first a. If you want to phone Italy, dial 119 39 first b. If you need a phone number, call the directory assistance c. If you get the number wrong, please call the operator. d. If you have all the area codes right, then, dial direct. dial direct.

22. Look at the video excerpt (with no sound) Try to guess what they are talking about. Are they talking about a new diary ? Are they speculating on the latest fashion trends? Are they setting up a meeting?

23. Comprehension task 1 Listen to the dialogue now. Answer the questions. 1. Is the caller phoning a friend? 2. Who does the caller ask to speak to? 3. Was the caller successful? If not, why not ? why not ?

24. Comprehension task 1 Answers 1. No, he is not. 2. He wants to speak to Mr. Rodriguez. 3. Yes, he was. He managed to set up a meeting with Mr. Rodriguez.

25. Hints on telephoning Hints on telephoning Let the phone ring three times. ___ When answering the external calls Say your company name followed by ‘Good morning/afternoon”. ____ Say your company name followed by ‘Good morning/afternoon”. ____ Try to get details on the caller.___ Avoid putting the person on hold for more than 17 seconds.____

26. Hints on telephoning Hints on telephoning Write down all details and arrange a face-to- face meeting. These are the words to keep the contact:___ “If something unexpected happens and I need to contact you, where should I phone you?” Try to keep your phone calls short. Time is money. ___ Do not forget to say: 'Thanks for calling'.___

27. Hints on telephoning Hints on telephoning Let the phone ring three times. _X__ When answering the external calls Say your company name followed by ‘Good morning/afternoon”. ____ Try to get details on the caller._X__ Avoid putting the person on hold for more than 17 seconds.__X__

28. Hints on telephoning Hints on telephoning Write down all details and arrange a face-to- face meeting. These are the words to keep the contact: __X_ “If something unexpected happens and I need to contact you, where should I phone you?” Try to keep your phone calls short. Time is money. _X__ Do not forget to say: 'Thanks for calling'.___

29. Summary The language and tactics used: in negotiations and, in negotiations and, when telephoning. when telephoning.

30. ACKNOWLEDGEMENTS Our gratitude and thanks to the INCOMEX, the Foreign Trade Institute, staff and students, especially to Professors Jorge Luis Yong and Adonis Romero.