1. Business Correspondence Communicating over the Telephone

2. An Introduction to Using English in Business How to Improve Business with Your English Speaking Customers by Scott Hovater

3. Topics How to attract customers How to introduce your company and your product How to handle contracts and negotiations How to keep your customers satisfied

4. SECTION ONE How to Attract Customers

5. I. Attracting Customers How to write successful letters, memos, faxes and emails How to communicate over the phone How to attract customers through an exhibition

6. Communicating Over the Phone Language Practice Types of Telephone Calls Cross-cultural Communication on the Telephone

7. Business Correspondence

8. SESSION #1 Language Practice

9. Pronunciation-1 Phone numbers 435-7743 522-7069 0171 601-9662 001 212 445-4870 00351 1 608-55-97 Money 314, 340 5,880, 5,080, 5,008 60,000, 600,000 6,600,000, 6.6 million £34.00, $56.70

10. Pronunciation-2 Alphabet – a, h, j, k – b, c, d, e, g, p, t, v (+ z, pronounced ‘zee’ in American English) – f, l, m, n, s, x (+ z, pronounced ‘zed’ in British English) – I, y – o – r – q, u, w

11. Listening Practice Listen to the tape and write down the words you hear spelt. 1.________________ 2.________________ 3.________________ 4.________________ 5.________________

12. Listening Practice Listen to the tape and write down the words you hear spelt. 1.HISKETT 2.LJUBLJANA 3.GYÖR 4.CAIPIRINHA 5.DHANIN SERIBURI

13. Common Abbreviations Write down the abbreviations you hear. Do you know what they stand for? (1) _______ (2) ________ (3) ________ (4) _______ (5) ________ (6) ________ (7) _______ (8) ________ (9) ________

14. Common Abbreviations Write down the abbreviations you hear. Do you know what they stand for? (1) CIF (2) FOB (3) CEO (4) NYSE (5) AGM (6) VAT (7) IBM (8) GDP (9) RPI

15. Dialogue Practice (wrong) Receptionist 1.ABC Ltd. What do you want? 3.Not here. Message? 5.Didn’t understand. Spell your name. 7.Okay. I’ll give the message later. 9.Goodbye. Caller 2.I want to speak to Kate Williams. 4.Yes. I’m Geoff Rix. Tell her to call me. 6.G-E-O-double F, new word, R-I-X 8.Thanks. Goodbye.

16. Dialogue Practice (correct) #1 R: Good morning, ABC Limited, Jane speaking. How can I help you? l lC: I’d like to speak to Kate Williams, please.

17. Dialogue Practice (correct) #2 R: I’m sorry, she’s not in the office at the moment. Can I take a message? (Would you like to leave a message?) l lC: Yes, please. This is Geoff Rix speaking. Could you ask Kate to call me back as soon as she comes in?

18. Dialogue Practice (correct) #3 R: I’m sorry, I didn’t catch your name. Could you spell it for me, please? l lC: Yes, it’s Geoff Rix, that’s G-E-O-double F, new word, R-I-X.

19. Dialogue Practice (correct) #4 R: OK, Mr. Rix, I’ll make sure she gets your message. C: Thank you. Goodbye. R: Goodbye. Thank you for calling.

20. Which phrases are the same?-1 1.The line’s busy. 2.Will you hold? 3.Who’s calling please? 4.Hold on. 5.I’ll put you through. a)Could I have your name? b)Can you wait? c)One moment. d)The line’s engaged. e)I’ll connect you.