English Unlimited HAK/HUM 3, Schulbuch mit Audio-CD und CD-ROM (mit Handelskorrespondenz)

151 Business communication 11 LANGUAGE SKILLS EXPLORE LOOK AGAIN EXTRAS In pairs, talk about the advantages and disadvantages of these different forms of communication. Complete the table by deciding which of the criteria a–e would be advantages or disadvantages and which make no difference. a costs b speed c written record d confidentiality e building a relationship Telephoning b When you answer the phone at work, your language and telephone manner may be the first impression a new customer gets of your company. Talk together. What do you think is important to make a good impression? Have you had positive or negative experiences when calling a company on business? Listen to the two telephone conversations. What is the situation in 1? And in 2? Receptionist: (1) Swan Hotel , good aernoon, Carrie speaking . (2) What can I do for you? Student: (3) Hello, my name is Axel Kurz, I’m calling from Austria. Receptionist: Sorry, I can hardly hear you, it’s a bad line. (4) Could you repeat that, please? Student: Yes, of course. (5) I’m Axel Kurz from Graz in Austria and (6) I would like to ask about an internship. Receptionist: Oh, hello Mr Kurz! (7) I’ll put you through to John. He’s in charge of internships. It’s ringing for you now. (8) Hold the line, please. Receptionist: … (9) I’m sorry, there’s no reply. John might be in a meeting. Would you like to try again in an hour or so? Student: No problem. I’ll do that. (10) Bye. Axel Kurz, an Austrian student, is calling a hotel in Wales. 1 b Advantage Disadvantage Neither informal talk telephoning memo email fax business letter video conferencing building a relationship, speed, confidentiality no written record costs Example: I think the advantages of telephoning are that you get information really quickly, and it does not cost much. A disadvantage is that you don’t have a written record of agreements you make on the phone. 4 a TCD 3/20 Nur zu Prüfzwecken – Eigentum des Verlags öbv