Exercise 9. Read the following extract from a report of the meeting. Fill in the spaces with the right form of the verb in brackets

MEETING REPORT

Meeting: 12 March 200.., Paris

Subject: Distribution channels

Participants: FD, HF, GF, TR, SA, MF

Summary

The preferred route for …… (ship) our products to Europe is by air from Tokyo to London. We have successfully used this route for seven years. …… (use) alternative routes in the past would have required more complicated distribution arrangements. Until now, our European distribution operations have centred on the UK. …… (change) this does not seem appropriate at the moment, but we can ………(look at) alternatives. It is certainly worth …… (find out) the costs of ……(open) a new distribution centre in southern Europe. We agreed …… (set up) a committee…………(investigate).

UNIT 14. BUSINESS TELEPHONE CONVERSATIONS

Telephone is the most popular way of communication nowadays. But sometimes we are wasting too much working time discussing on the phone unnecessary details of a business problem. It happens because so much of our business talking is casual and spontaneous. We should recognize that planning and preparation can be applicable to this area of communication.

There are two types of phone calls: outgoing calls and incoming calls. Planning outgoing phone calls is simple and takes little time. Yet you can save much of the actual speaking time and thus much of the cost of calls. All that you should do is to note very briefly, in order, the items to be discussed during the call and have all relevant papers to hand before making the call. Dealing with incoming calls try to answer calls as prompt as possible. Take all message fully and correctly, in writing. It ensures you that relevant information is no forgotten.

Speaking on the phone be polite, never use slang or jargon. Exercise self control when a caller is annoyed or impatient. Say everything distinctly; use the name of the caller. Whether you don't have relevant information in hand a the moment give a caller the chance to ring back rather than wait. If you don't understand or hear your person properly, say: "Sorry, I didn't catch that" or "Sorry?" You have to remember that it's not polite to say: "Please, repeat!"

Before saying that the person is out, first ask: "Who is speaking?" and after the answer ask: "Are there any messages?" Calling across the room to someone, who is wanted on the telephone never cover the mouthpiece.

Speaking business on the phone never lose your temper.

EXERCISES