You're listening to Business English Pod, the Business English podcast for professionals on the move.
Hello, and welcome back to Business English Pod.
My name's Edwin and I'll be your host for today's lesson on keeping in touch with your colleagues and customers over the telephone.
Can you imagine doing your work without your phone?
It's a regular part of most people's workday.
Talking to people is a big part of business.
And the talking that we do is not always about work.
Whether it's with a client, customer or colleague, the conversations we have on the phone usually have a social element as well.
There's a very good reason for this.
Good business relies on good relationships.
And if you can connect with someone on a personal level, your work will be easier and smoother.
And when that someone doesn't work in the same office.
That connection will often happen on the phone.
It doesn't matter if they are across the street or across the globe.
So what are the skills you need to keep in touch by phone?
Well, today we'll look at several important techniques, including cutting to work issues, asking someone about past and personal issues, and personalizing our sign-offs or goodbyes.
In the dialogue we'll hear Susan, a shipping broker in Amsterdam, talking with Chris, a colleague in the UK.
Susan and Chris used to work in the same office together, but now they're in different countries and have to keep in touch by phone.
Let's listen in and see how they get along.
As you listen, try to answer the following questions.
One, what is the purpose of Susan's call?
2.
What past issue does Susan ask Chris about?
3.
What does Susan invite Chris to do?
Hello, Chris here.
Oh hi Chris, Susan Cooper in Amsterdam.
Hey Susan, how's things?
Not so bad.
But hey, I just wanted to check you received that package OK?
The promo materials?
Yeah, we got them.
No problem.
Thanks.
Super.
You never know with couriers these days.
I hear you.
So anyways, what you been up to?
Did everything go OK with the relocation?
Yeah, it was pretty good.
You know, it's always pretty hectic the week before and we've still got boxes everywhere.
But it's coming together great.
And how's the new place?
Really nice.
It's a lot more spacious and closer to home, so a shorter commute and more time with the family.
Nice, the kids must be getting pretty big too.
Yeah, i know it's a cliche, but it goes by so fast one day they're babies and the next you're sending them off to school.
Tell me about it indeed, but hey, guess what?
I might be heading your way next month.
Oh, really?
Well, we'd love to have you over for dinner if you get time.
Just let me know.
Oh, anyway, looks like Tony needs me for something, so I gotta run.
I hope you folks get settled in and give my best to Bridget, okay?
Will do, Susan.
You take care now.
Talk to you soon.
Okay, bye.
Now let's go through the dialogue again and look at the language Chris and Susan use in their conversation.
Hello.
Chris here.
Oh, hi, Chris.
Susan Cooper in Amsterdam.
Hey, Susan.
How's things?
Not so bad.
But hey, I just wanted to check you received that package OK.
After Chris answers the phone, Susan identifies herself.
We can hear how familiar the two people are when Chris follows by saying hey Susan, as opposed to hello.
He then asks, how's things, which is an informal way of asking someone how they are.
Susan responds briefly that she's not too bad, then makes a quick and informal transition with but hey,
She wants to check that Chris received a package.
Susan is cutting to work issues right away.
You can imagine that if Susan and Chris are quite friendly, there's a strong social element to their calls.
Susan clearly wants to deal with the work issue before getting to chitchat.
Cutting to work issues in a conversation, whether at the beginning or the end of a call, is important.
So let's practice a few more examples of how we can make this transition.
That's great.
Now, if we can just talk about your order for a minute.
So, listen, John, did you have a chance to look at the proposal?
That's good to hear.
And as for the product launch, did you have something specific in mind?
It's great to chat, but maybe we should get to that delivery issue.
Back to the dialogue.
The promo materials?
Yeah, we got them.
No problem.
Thanks.
Super.
You never know with couriers these days.
I hear ya.
So anyways, what have you been up to?
Did everything go okay with the relocation?
Chris says that the package of promo materials arrived with no problems.
Then Susan follows up with a comment about couriers or delivery services.
She says you never know, which is an expression used to say that something can be unpredictable or full of surprises.
She says this to explain why she's calling to check about the package.
Chris shows his agreement with a casual expression, I hear you.
But Susan is not just calling about the package.
She's keeping up a good relationship.
So now that she's dealt with the work issue, she's ready to chat.
She asks Chris what he's been up to, then asks more specifically about their relocation, which means they've moved offices.
In social conversation, it's quite common to ask someone about a past issue that they've had to deal with.
It shows we're interested and we care.
How else can we do this?
Let's run through a few more examples.
So, how did everything go with your website redesign?
You guys were pretty busy there for a while.
Have things calmed down?
How did that trade show in San Diego work out for you folks?
Did you finish up that project you were working on last month?
So, what does Chris have to say about the relocation?
Yeah, it was pretty good.
You know it's always pretty hectic the week before and we've still got boxes everywhere, but it's coming together.
Great.
And how's the new place?
Really nice.
It's a lot more spacious and closer to home.
So, a shorter commute and more time with the family.
Nice.
The kids must be getting pretty big, too.
The relocation was pretty good, as Chris says.
He goes on to explain that the week before, the move was hectic or very busy.
He also says that despite having boxes everywhere, it's coming together.
If something comes together, it means it gets completed or organized.
Susan then asks how the new office is, inviting Chris to say more.
Chris says it's nice, spacious. or roomy, and closer to home.
In the back and forth of conversation, each statement or question is usually connected with the last thing the other person said.
In this case, Susan takes the idea of closer to home and expands on it.
She guesses that being closer to home means a shorter commute or travel time to work and more time with the family.
She then mentions Chris's kids and how they must be getting big.
Susan is asking about personal issues.
She not only knows and remembers that Chris has children, she is asking about them.
Topics like this build a personal connection, which is important.
Now, what are some other ways we can ask about personal issues?
Everything go all right with your knee surgery?
Hey, how was your vacation in the Bahamas?
Pretty relaxing?
So, how's your husband liking his new job?
You were pretty sick there for a while.
Feeling 100% again?
Okay, back to the dialogue.
And we hear Chris talking about his kids.
Yeah.
I know it's a cliché, but it goes by so fast.
One day they're babies, and the next you're sending them off to school.
Tell me about it.
Indeed.
But hey, guess what?
I might be heading your way next month.
Oh, really?
Well, we'd love to have you over for dinner if you get time.
Just let me know.
Oh, anyway, looks like Tony needs me for something, so I gotta run.
I hope you folks get settled in and give my best to Bridget, okay?
Susan has mentioned that Chris's kids must be getting big or growing.
In response, Chris says, it goes by so fast, which he says is cliché.
A cliché is something that people say all the time or too much.
But Chris sounds truly amazed that his kids have gone from being babies to school kids so quickly.
Susan's response, tell me about it, is an informal way of showing she agrees.
Now Chris makes a bit of a transition.
To do this, he also uses, but hey, and follows it with, guess what?
Then he says that he'll be heading or simply going Susan's way next month.
Susan shows her interest with oh really, then warmly invites Chris for dinner, saying we'd love to have you.
At this point, the conversation feels almost complete, and Susan suddenly has a reason to finish it.
With the quick transition word anyway, which signals a change of topic.
She tells Chris that she has got to run or leave.
Someone in her office needs her help.
In her final goodbye, we can hear how Susan personalizes things, mentioning both Chris's new office and his family.
She hopes they get settled or comfortable in their new place and she tells Chris to give her best to his wife Bridget.
This just means she wants Chris to say hi for her to his wife.
This is a great way to personalize the sign-off.
It shows interest and caring.
There are several ways we can do this, as you can hear.
Well, Dirk, have a great ski trip and I'll talk to you when you get back.
Say hi to everyone else there and try not to work too hard.
I hope everything goes all right with the move.
Take good care.
Take care of yourself, Ron, and hopefully you can make it to D.C. soon.
Now, let's hear how the conversation ends.
Will do, Susan.
You take care now.
Talk to you soon.
Okay.
Bye.
Chris tells Susan to take care, which is a warm and familiar sign-off, followed by talk to you soon.
As you have heard, Chris and Susan use a variety of techniques and talk about several different issues in their phone call.
They are doing work, but they're also maintaining a good relationship, which is not a completely separate idea.
Now, let's practice some of the language we've learned in today's lesson.
We're going to start with a role play practice.
You'll play the part of a sales rep for a paper company.
You're going to talk with a regular customer.
You'll start by cutting to work issues, then asking about past issues and personal issues.
Finally, you'll personalize your sign-off.
At each step, you'll hear a cue from the customer.
Then, I'll give you some suggestions for the language you can use to respond.
We'll guide you through each step of the practice and play an example answer for each response.
Ready?
Let's give it a go.
Oh, hi.
How are you doing?
You can tell the customer you're great.
Then cut to a question about whether they've received their order.
Example answer.
I'm great, thanks.
I just wanted to know if you received your order?
Yes, we got it okay.
Thanks for checking.
Now, tell him it's no problem, and then ask how their busy season was.
Example answer.
No problem.
So how was your busy season?
Better than ever, but I'm kind of glad things have calmed down now.
Next, ask the customer about how his wedding plans are going.
Example answer.
I bet.
And how are your wedding plans going?
Oh, pretty good.
There's sure lots to do.
Oh, I'm really sorry, but I've got another call to take.
Now, say goodbye and personalize it by wishing him luck with his wedding.
Example answer.
Okay, bye for now and best of luck with the wedding.
Now, let's practice useful vocabulary and idioms.
You'll hear a series of sentences with a word replaced with a beep.
Repeat the whole sentence, saying the missing word.
For example, if you hear It takes me one hour to to work every day by train.
You can say It takes me one hour to commute to work every day by train.
After each response, we'll play the correct answer.
Let's begin.
It's been great to chat, but I gotta now answer.
It's been great to chat, but I gotta run now.
With so many new projects, work has been really lately.
Answer.
With so many new projects, work has been really hectic lately.
A friend and I are... to the beach this weekend.
Answer.
A friend and I are heading to the beach this weekend.
It took us a few months to get... in at our new house.
It took us a few months to get settled in at our new house.
We've reached the end of this episode, the first in our two-part series about keeping in touch by phone.
We've learned how to cut to work issues right away, ask about past and personal matters and personalize our sign-off.
These are very useful techniques when you're on the phone with someone you deal with regularly.
Be sure to tune in for the next episode when we'll hear Susan talking to a customer in Brazil.
She'll use some more key techniques, such as showing interest in someone's location, offering personal information and making a topical transition to work issues.
Thanks for listening, and see you again soon.
