МИНИСТЕРСТВО ОБРАЗОВАНИЯ РЕСПУБЛИКИ БЕЛАРУСЬ Белорусский национальный технический университет У Т Кафедра английского языка № 1 Н А. О. Боярская Б Н. Ф. Ладутько Т. Е. Митьковец й и SPOKEN EрNGLISH FOR TRANоSPORTATION т Пособие и з о п е Р Минск БНТУ 2012 МИНИСТЕРСТВО ОБРАЗОВАНИЯ РЕСПУБЛИКИ БЕЛАРУСЬ Белорусский национальный технический университет Кафедра английского языка № 1 У Т Н А. О. Боярская Н. Ф. Ладутько Б Т. Е. Митьковец й и SPOKEN ENGLISH р FOR TRANSPORTATION о т Пособие и з о п е Р Минск БНТУ 2012 УДК 811.111(075.8):005 ББК 81.2Англ. Б86 У Рецензенты: Т ст. преподаватель кафедры делового английского языка ФМБК БГЭУ Л. И. Василевская; Н д-р техн. наук, профессор, зав. кафедрой «Организация автомобильныБх перевозок и дорожного движения» В. А. Грабауров й и р Боярская, А. О. Б86 Spoken English for Tranоsportation : пособие / А. О. Боярская, Н. Ф. Ладутько, Т. Е. Митьковец. – Минск : БНТУ, 2012. – 78 с. ISBN 978-985-525-т998-6. и Пособие предназначено для студентов старших курсов автотракторного факультета специальности «Организация перевозок и управления на автомобильном и городском транспорте». Целзью пособия является обучение студентов навыкам разговорной речи в условиях профессиональной деятельности. Тематика уроков отражает профессио- нальные сиотуации общения будущих транспортных менеджеров. Основная часть по- собия посвящена разговорным упражнениям на закрепление лексики, грамматиче- скихп структур, развитие диалогической/монологической речи по специальности. Материал пособия построен на аутентичных диалогах и текстах и представляет собой практический интерес для будущих специалистов автотракторного факультета в е области логистики. Р УДК 811.111(075.8):005 ББК 81.2Англ. ISBN 978-985-525-998-6 © Боярская А. О., Ладутько Н. Ф., Митьковец Т. Е., 2012 © Белорусский национальный технический университет, 2012 3 UNIT 1. TELEPHONING. ANSWERING A CALL. 1. Discuss the questions below with a partner. 1. Could you live without your mobile phone? У 2. How many phone calls do you usually receive and make a day? Т 3. Who do you call most often? Н 4. Have you ever let the telephone ring without answering it? Б 5. Have you ever dialed the wrong number? 6. Do you think telephone etiquette differs in d ifferent countries and cultures (speaking clearly and slowly, smiйling, no interrupting, no eating or chewing gum, letting the caller hang up first, no calling be- и fore 8:00 am or after 9:00 pm)? р 7. Have you ever made phone calls in English? о 8. What do you find most difficult about telephoning in English? т и 2. What is required in preparing to make a call? Study the following notes and discзuss them with your partner. о  If you have to make a difficult phone call, spend a few minutes pre- paringп first. Think about what you want from the phone call – any questions you need to ask or things you need to say. What might the е other person say? Make notes of English phrases you can use during Р the call.  Sometimes receiving an unexpected call can be very stressful. To give yourself some time to prepare for the call, you might want to tell a 'white lie' (I'm sorry, I'm actually in a meeting right now. Can I call you back in ten minutes?) and call back when you feel more confident. 4  Prepare the desk – paper, pen, any relevant documentation, computer files, etc. Have your diary on hand, so you can fix appointments.  Check recent correspondence, know exactly what’s going on.  Read out phone numbers as individual digits: У 051778 = oh (zero/nought), five, one, seven, seven (double seven), eight. Т 3. Read the conversation between Mark, an employee from Trivesco, and Amy, a receptionist from an American shipping Н company. Using the phrases below, make improvements to it.  Be ready to answer the questions after this conversation. Б a) Is that right? f) Can I do anything else for b) Sorry but… you,... c) Could you … g) Yes,й please. d) Just a moment, h) Of course, и please. i) Certainly. e) Thank you. рj) How may I help you? о Amy: Hello, Daneline Ltd. This is Amy. 1___ Mark: Hi, Amy. My name is Mark Wrent. I’m calling for Sylvie Pe- т tersen. Amy: 2___ и “How may I help you?” is more formal than “How can I help you?” Mark: All right. з Holding. Amy: Thanksо for holding. 3___ Sylvie is not in at the moment. Would you like to leave a message? Mark: 4п___. 5___ tell her that Mark Wrent from Trivesco called? Our shipment will be postponed and the 100 furniture items ordered should е arrive next Monday. РAmy: Shipment delayed … arriving next Monday. Mark: Yes, and could you ask her to call me back on my cell phone when the shipment arrives? Amy: 6 ___ Mr Wrent. Could you give me your number please? Mark: 7___ It’s 390-929-191. Amy: That’s 390-929-191.8___ British English American English 5 Mark: Yes, that’s right. The line is engaged. The line is busy. Amy: 9___ Mr Wrent? mobile (phone) cell (phone) Mark: No.10___ She’s on holiday. She’s on vacation. to ring/to phone to call/to give Amy: You are welcome. someone someone a call Mark: Bye now. У Amy: Bye. Т  What information does Amy include in her first sentences?  How does Mark introduce himself? Н  What information does Mark include in his message?  What phrases does Amy use to confirm the informatiБon she gets from Mark? й 4. Read these useful telephoning phrases and make sure you under- stand them. Which ones can you use: и a) to say what you wрant b) to say that someone is not at the number you called о c) to say that somebody can’t talk now d) to leaveт or to take a message e) to confirm the information и f) to end the conversation з 1) It was nicоe talking to you, Mr Smith. 2) I’m sorry but he doesn’t work here anymore. 3) All rпight. So that’s 3-4-5. Is that right? 4) еI’m afraid she is on maternity leave. 5) Thank you for calling, Mr Smith. Р 6) Sorry, she is in a meeting. I’ll ask her to ring you back. 7) I look forward to hearing from you soon. 8) Could I have the Customs Clearance Department, please? 9) Could you tell him that Susan rang? 6 10) Could I leave a message, please? 11) I’d like to speak to someone about the loading, please. 12) I’m afraid he is out of town. You can reach him on his mobile. 13) I’m sorry we don’t have anybody here by that name. У 14) I’m afraid his/her line is engaged. Can you hold on or would you like to ring back later? Т 15) I see. So you mean you will arrive at 7.30. Right? 16) He’s not at this number any longer. His new number is 12Н2 078. 5. What would you say in these situations? Use the phrases from Б ex.4. More than one answer is possible. 1. Your female colleague is off woйrk as she has just had a baby. What do you say to the caller who wants to speak и to her? ……… 2. You call a transport coрmpany to find out the loading date of your goods. You don’t know the name of the person о responsible for this. What do you say? ……… 3. You pick upт the phone. The caller is calling for Mr Wil- son. Mr Wilson doesn’t work at your company. What do и you say? ......... 4. Youз are taking a message. What do you say to confirm оthe information you have received from the caller? ……… п 5. You pick up the phone. The caller is calling for Miss е Smith. Miss Smith doesn’t want to be disturbed. What do you say? ……… Р 6. You pick up the phone. The caller is calling for Mr Black. Mr Black is on a business trip. What do you say? ……… 6. Make the phrases below less direct, as in the example. 7 When asking questions on the phone in a business context it’s important to be polite and not too direct. Could and would are more polite than can. e.g. Could you place that order today, please? Would you mind sending me the details? or Can you tell me where you’re calling from, please? У Person making the call Т 1. Jason Wright. – This is Jason Wright (speaking). 2. I want to speak to Carol Nelson. Н 3. Take the message. 4. Speak loudly. Б 5. Tell her to call me back. Person answering й 6. Who are you? 7. What do you want? и 8. Spell your name. р 9. Repeat the name of your company. 10. Give the number of your mobile phone. о 11. Stay on the line. т и 7. Study the phrasal verbs and make sure you understand them. з о to hold on = to hang on = to wait - to keep a telephone line open to hang up = to ring off (BrE) - to end a telephone call by replacing п the receiver ≠ to ring somebody up to puеt somebody through - to connect your call to another telephone to get through to - to try to get somebody on the phone Рto pick up the phone or to pick the phone up- to answer a telephone call to ring back (BrE) = to call back (AmE) - to return a telephone call - if you use an object (you, me, him, her etc.), it goes in the middle of the verb: I’ll ring you back. 8. Complete the sentences using the appropriate phrasal verb from ex.7. Pay attention to the place of the object. 8 1. I’ll __ you to the International Shipping department. 2. I’m trying to connect you. Could you __? 3. I'm calling him, but he just isn't __! У 4. If we're not around she'll take a message and we'll __ you. Т 5. I called her on the phone time after time, but I couldn't __ her. Н 6. I said good-bye and __ . Б 7. Can you __ for a minute? 8. Tell her I'll __ in a few minutes. й 9. I couldn’t __ the office because the teиlephone line was down. 9. Complete the sentences with a pрreposition (about, at, by, in, on, through). о 1. Sorry, we have тnobody here … that name. 2. You can reaиch him … his mobile. 3. I’ll call you … ten minutes. 4. Could зyou hold … a little longer? 5. Wоhen are you going … holiday? 6. I’m calling … the order I placed last week. п 7. Please call me … my mobile phone. е8. Sorry, he’s … a meeting. 9. Could you stay … the line, please? Р 10. I’m afraid she is … sick-leave. 11. Could you call him … this number? 12. I’ll see if I can put you …. 10. Study the following notes and discuss them with your partner. 9 It is very common to use I'm afraid or I'm sorry when giving 'bad' news, for example when saying someone is not available. I'm afraid Mr Clark is in a meeting. I'm sorry, but Mr Clark is out for lunch. The word actually is also often used to make a statement more polite. У For example, it can be used:  instead of saying the word no. Т A: Does he have your phone number? Н B: Actually, I don't think he does.  when we change the subject (e.g. when we change from Б small talk to talking business). Your holiday sounds fantastic. Listen, Sandra, I actually wanted to speak to Maria. й  to say something which is inconvenient or annoying for the other person, in a polite way. Cиan I call you back? I'm actu- ally talking to someone else on the other line. р о 11. Make the underlined sentences more polite using the notes from ex. 10. т и 1. I'm trying to get through to Jake Woodward. He asked me to call him this morning. з 2. OK. That’s 3-0-3. Have I got that right? – No, it’s 3-0-4. о 3. Could I speak to Kevin Wilson? – He’s away on holiday. 4. Wouldп you like to leave a message? - No, I'll call back later. 5. Sandra's line is engaged. Shall I tell her to call you back? 6. Is еAnna there at the moment? – No, she is having lunch now. Р 12. Match up the halves to make questions. 1) Could I speak a) my mobile number? 2) Can I leave b) through to her? 3) Could you ask c) have your number? 4) Could you tell me d) back in ten minutes? 10