Telephone Business Conversation Role-Play

Telephone Business Conversation Role-Play Telephoning is an important part of doing business in English.  Telephone conversations, especially business telephone conversations,  follow certain patterns: Someone answers the phone and asks if they can help.The caller makes a request- either to be connected to someone or for information.The caller is connected, given information or told that they are not in the office at the moment.If the person who is requested is not in the office, the caller is asked to leave a message.The caller leaves a message or asks other questions.The phone call finishes. Of course, all business telephone conversations do not follow this rigid scheme. But this is the basic outline for most business telephone conversations, especially those made to request information or ask for clarification. Example Business Telephone Conversation: Role-Play The following business telephone conversation can be used as a role-play in class to introduce a number of standard phrases to practice  telephoning in English. Ms. Anderson (sales representative Jewels and Things): ring ring...ring ring...ring ring...Mr. Smith (Secretary): Hello, Diamonds Galore, this is Peter speaking. How may I be of help to you today? Ms. Anderson: Yes, this is Ms. Janice Anderson calling. May I speak to Mr. Franks, please? Mr. Smith: Im afraid Mr. Franks is out of the office at the moment. Would you like me to take a message? Ms. Anderson: Uhm...actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you? Mr. Smith: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions... Ms. Anderson: Great, Id love to see this problem resolved as quickly as possible. Mr. Smith: Well, we still havent received the shipment of earrings that was supposed to arrive last Tuesday. Ms. Anderson: Yes, Im terribly sorry about that. In the meantime, Ive spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning. Mr.  Smith: Excellent, Im sure Mr. Franks will be pleased to hear that. Ms. Anderson: Yes, the shipment was delayed from France. We werent able to send it along until this morning. Mr.  Smith: I see. Mr. Franks also wanted to schedule a meeting with you later this week. Ms. Anderson:  Certainly, what is he doing on Thursday afternoon? Mr.  Smith: Im afraid hes meeting with some clients out of town. How about Thursday morning? Ms. Anderson: Unfortunately, Im seeing someone else on Thursday morning. Is he doing anything on Friday morning? Mr.  Smith: No, it looks like hes free then. Ms. Anderson:  Great, should I come by at 9? Mr.  Smith:  Well, he usually holds a staff meeting at 9. It only lasts a half-hour or so. How about 10? Ms. Anderson: Yes, 10 would be great. Mr.  Smith: OK, Ill schedule that. Ms. Anderson at 10, Friday Morning...Is there anything else I can help you with? Ms. Anderson: No, I think thats everything. Thank you for your help...Goodbye. Mr.  Smith: Goodbye. Short Summary of the Telephone Conversation Review your knowledge by filling in the gaps with the words and phrases below to complete the summary of the conversation. Ms. Anderson telephones Diamonds Galore to _____ with Mr. Franks. Mr. Franks is not in the office, but Henry Smith, the secretary, speaks to Ms. Anderson about a _____ problem with some earrings. The earrings have not yet _____ at Diamonds Galore. Ms. Anderson tells Peter that there was a problem with the _____ from France, but that the earrings should arrive tomorrow morning. Next, they  _____ a meeting between Ms. Anderson and Mr. Franks. Mr. Franks is not able to _____ with Ms. Anderson on Thursday because he is _____. They finally decide on Friday morning at 10 oclock after a _____ that Mr. Owen usually holds on Friday mornings. Answers speak, delivery/shipment, arrived, shipment/delivery, schedule, meet, busy, staff meeting Key Phrases and Vocabulary How may I be of help:  This is a formal phrase used to show politeness. It means Can I help you?calling:  telephoningout of the office:  not in the officetake a message:  to write down a message from the callerurgent:  very importantdelivery:  the bringing of goods to a clientmentioned:  saidresolved:  taken care ofas quickly as possible:  in the fastest manner, ASAPshipment:  delivery, the bringing of goods to a clientassured:  a certainty that something is true or will happenpleased:  happydelayed: not be able to do something on timelooks like:  seemsstaff meeting:  a meeting of employeeslasts:  to take timeschedule: make a future appointment Practice Cues for Role-Plays Use these cues, roles, and scenarios to create practice role-plays on your own to further your telephoning skills to help with workplace communication. Role-Play Cue 1 John Youd like to speak to Kevin at FunStuff Brothers, a toy-making company. Youre returning his sales call because youre interested in the companys products. Kate Youre the receptionist at FunStuff Brothers, try to transfer the call to Kevin, but take a message when you find out Kevin cant take the call. Role-Play Cue 2 Estelle Youre calling to schedule a meeting with the head of the personnel department. Youd like to meet on Tuesday morning, but can come in on Thursday and Friday as well. Bob Youre able to schedule a meeting at the end of next week, but you will be out of the office until Thursday morning.

Movie theatre Essay Example | Topics and Well Written Essays - 250 words

Movie theatre - Essay Example He is directly behind the couple who are now standing, waving their arms at each other. They turn and look at him, then sit down and quit arguing. A few rows down from them, I see an even younger couple sitting next to eachother amongst a group of teenagers. The boy yawns tentively, and lays his arm across the back of her torn seat. She looks up at him and smiles sweetly. Off to the right of them, in the wheelchair accessible area is an older couple. Their backs are not as straight, she looks tiny and shrunken in her wheelchair. He leans toward her carefully and holds a drink so she can sip through the straw. He then places the drink back in the holder and lays his hand gently on her knee. They are content. The lights go down and the previews begin. I am struck with the idea that I have already seen all of life's drama before me, before the movie began. We watch movies to experience emotions of the characters; when true emotion is all around us. The young couple's first date, the argument of the younger adults, and the quiet contentment of the elderly make for an unmistakably real drama. It is a movie I will replay in my head, reminding myself that life is a stage and we are but actors upon it.

Simulation Essay Example | Topics and Well Written Essays - 1000 words - 2

Simulation - Essay Example This paper summarizes the simulation and provides analysis of project management concepts and applications. The simulation showcased a company called the Huduma Foundation whose goal is to preserve wildlife by rescuing and rehabilitating wild life in the national parks of Kandivar. During the simulation the project at hand require the transfer of eight elephants from one park to another. The application of sound project management techniques enabled the managers the ability to complete the projects and deal with different contingencies that turn up during the course of business. I learned that its is essential to have a plan of action in place at all stages of the project in which the risk and benefits associated with the event are considered. During the second stage of the simulation the project manager was faced with different alternative solutions to deal with a problem concerning the transfer of the elephants. As the PM was evaluating the different options new information was provided concerning the availability of military assistance. The new contingency created a new path that allow ed for an optimal solution. A project manager always has to stay analyzed all information and react to any new trends that can affect project implementation. During the course of the simulation the concepts of project management guided the Huduma team by providing a sound plan to complete the mission. The advantages of project management techniques included having an actual plan that provides both pros and cons of each alternative route. This plan must considered both risk and time as critical success factors. The risk must be minimized, while the time schedule must be optimize in order to meet the deadlines. When choosing between risk and time a project manager should prioritize the minimization of risk over time constraints since risk that cause a project to

Cognitive Behavioral Therapy Research Proposal Example | Topics and Well Written Essays - 4750 words

Cognitive Behavioral Therapy - Research Proposal Example Thirty (30) women in the first trimester of gestation will be recruited from a local clinic to participate in this study. They will be randomly assigned to a control group and an experimental group. All the subjects will answer the Edinburgh Post Natal Depression Scale (EPDS) and the Beck Depression Inventory- II (BDI-II) before and after they give birth and the Mother-Infant Attachment Scale (MIAS) as an additional post test after they give birth. The only difference will be that the experimental group will undergo CBT session once a week. Results will be compared to validate if CBT has been instrumental in helping the experimental group manage their PPS and attachment issues or not. Introduction This study purports to answer the research question: To what extent does Cognitive Behavioral Therapy (CBT) help women with postpartum depression and difficulty with attachment to their infant as compared to women who do not receive CBT? Postpartum depression (PPT) affects a growing number of new mothers and its consequences for both mother and infant can be damaging. It usually occurs within four weeks after the birth of the infant (O’Hara, 1997), and affects one in every seven new mothers, reflecting a prevalence rate of 13% (Wisner et al., 2006; O’Hara & Swain, 1996). The seriousness of the impact of PPD has been alarming, making it an important public health problem (Cuijpers et al., 2008). To prevent PPS, Cognitive Behavior Therapy (CBT) has been known to be an effective intervention. It is a psychotherapeutic approach of training an individual to think of positive things instead of dwelling on the negative. Thus, it may provide significant impact on women with postpartum depression and difficulties with attachment to their infants. CBT can help the new mothers to understand how their thinking and behaviour affect their emotional state and this in turn affects their feelings and ability to attach to their babies. Review of Literature Depression Depr ession is associated with â€Å"feelings of extreme sadness† which not only last for long periods of time, but it is also recurrent and may further develop into suicidal tendencies (NHS, 2010). It is usually manifested with negative behaviors stemming from negative emotions. Sometimes, the person experiencing it is not even aware that he or she is undergoing depression. Its concept as a serious and debilitating illness, one which has had great impact globally, has become recognised within general medicine and the public eye in more recent times (NHS, 2010). In 1996, the World Bank published a report on the global burden of disease implicating the importance for the realisation that the impact of depression worldwide is vast. In 1990, 11 million sufferers of depression were identified in the US alone (Scott et al, 2003) . Cognitive Behavior Therapy Aaron Beck, one of the proponents of Cognitive Behavior Therapy (CBT), agrees that much of our psychological problems are caused b y â€Å"cognitive distortions† due to our acknowledged human fallibility. Individuals who undergo depression have belief systems or assumptions that may have developed from their negative early experiences which were not resolved well. Thus the negative experiences may have lead to the development of dysfunctional beliefs about the world, which may easily be triggered certain events (Field, 2000). Beck (1987) came up with the concept of â€Å"negative cognitive triad† that describes the pattern that triggers depression. In the first component of the triad, the client exhibits a negative view of himself. He is convinced that he is to blame for whatever pathetic state he is currently in because of his personal inadequacies. Secondly, the client shows negative view of

The Impact of Economics on My Life as a Business Article

The Impact of Economics on My Life as a Business - Article Example In order for business people to become successful in today’s global business, each businessman should be knowledgeable in study of microeconomics and macroeconomics. For the purpose of this study, the importance of the basic principles of microeconomics such as the supply and demand of labor and products2 and how individuals, households, and firms make decisions with regards to allocating their limited resources in markets where the trading of goods and services occurs3; and the macroeconomics which focuses particularly on the external factors that could affect the variables such as the Gross Domestic Product (GDP), unemployment rate, inflation rate, and exchange rate4 will discussed in order to enable the businessmen to understand and apply the useful economic theories in their future business decision making. Businessmen should be aware that there is a significant correlation between the increase in demand for goods and services as well as with the demand for labor. In case the economy of a country is booming, the domestic demand for finished products increases. The increase in the demand for products contributes to the increase in demand for human resources (workforce). Basically, this allows the talented men and women to have the demand for a higher salary or have an option to take double jobs and longer working hours. (See Figure I – A Good Economy below) On the other hand, in case the country is experiencing economic downturn or recession such as the Asian crisis in 1997 or a tragic event such as the September 11 terrorist attack in the United States, the demand  for human resources decreases since a lot of local businesses were directly affected and eventually had to declare bankruptcy or impose a mass lay-offs in order for them to be able to sustain the business financially.  

Rhetorical Analysis Essay Example | Topics and Well Written Essays - 500 words - 2

Rhetorical Analysis - Essay Example The emaciated child from the horn of Africa on United Nation High Commission for Refugees is no exception is a good example of rhetorically driven advert. The advert is articulately structured to appeal to the audience for financial support. It is aimed at ensuring people contribute towards alleviation of poverty in the horn of Africa. The image of emaciated child is meant to have a certain appeal to the audience. The argument used is empathetic. The image used has a strong urge to the audience. The image shows of situation in the horn of Africa. It appeals to the audience to contribute whatever they have to save children who are usually vulnerable to drought situation. This image manages to convince the whole world on food situation in horn of Africa. The image used captures the audience interest and they are prompted to read the text. The strategy used is affective as seen from the contribution of various nations. In conclusion, rhetorical analysis when used on advertisement can he lp in identifying the strategy used by the author. Rhetorical analysis is profoundly used in literature. It is generally used to analyze the author intention to a particular audience. Mostly the content is used to teach a particular group of audience on particular values in a certain society. In order to understand the intention of a particular author it is good to have a detailed account of the information used in the story line. This paper seeks to discuss use of rhetorical analysis in literature. An example is children literature. Children literature is aimed at teaching and persuading them on particular issues such as basics of life. Most of the children literatures are environmentally focused. The real authors of children’s books are highly valued in the society and have higher level of ethics. The author is expected to provide a moral and ethical story line and the content is supposed to invoke a positive mentality. Generally, animals are used in the story line

The Impact of Economics on My Life as a Business Article

The Impact of Economics on My Life as a Business - Article Example In order for business people to become successful in today’s global business, each businessman should be knowledgeable in study of microeconomics and macroeconomics. For the purpose of this study, the importance of the basic principles of microeconomics such as the supply and demand of labor and products2 and how individuals, households, and firms make decisions with regards to allocating their limited resources in markets where the trading of goods and services occurs3; and the macroeconomics which focuses particularly on the external factors that could affect the variables such as the Gross Domestic Product (GDP), unemployment rate, inflation rate, and exchange rate4 will discussed in order to enable the businessmen to understand and apply the useful economic theories in their future business decision making. Businessmen should be aware that there is a significant correlation between the increase in demand for goods and services as well as with the demand for labor. In case the economy of a country is booming, the domestic demand for finished products increases. The increase in the demand for products contributes to the increase in demand for human resources (workforce). Basically, this allows the talented men and women to have the demand for a higher salary or have an option to take double jobs and longer working hours. (See Figure I – A Good Economy below) On the other hand, in case the country is experiencing economic downturn or recession such as the Asian crisis in 1997 or a tragic event such as the September 11 terrorist attack in the United States, the demand  for human resources decreases since a lot of local businesses were directly affected and eventually had to declare bankruptcy or impose a mass lay-offs in order for them to be able to sustain the business financially.