Business Correspondence
Communicating over
the Telephone
An Introduction to
Using English in Business
How to Improve Business with Your
English Speaking Customers
by Scott Hovater
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
SECTION ONE
• How to Attract Customers
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
Communicating Over the Phone
• Language Practice
• Types of Telephone Calls
• Cross-cultural Communication on the
Telephone
Business Correspondence
• Business Correspondence
SESSION #1
• Language Practice
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
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
Listening Practice
• Listen to the tape and write down the words
you hear spelt.
1.________________
2.________________
3.________________
4.________________
5.________________
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
Common Abbreviations
• Write down the abbreviations you hear. Do
you know what they stand for?
• (1) _______ (2) ________ (3) ________
• (4) _______ (5) ________ (6) ________
• (7) _______ (8) ________ (9) ________
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
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.
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.
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?
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.
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.
Which phrases are the same?-1
1.
2.
3.
4.
5.
The line’s busy.
Will you hold?
Who’s calling please?
Hold on.
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.