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A) Analysis: Can you explain?
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1 The receptionist does not say the name of Pierre’s company correctly. Why do you think Pierre doesn’t give her the correct name?
2 Why do you think that the receptionist’s voice began to sound irritated during the conversation?
3 How could Pierre have improved the conversation?
b) Say whether the following statements are true (T) or false (F):
1 In the conversation above, Pierre talks to Maria Garcia about the typewriters.
2 At first, Pierre cannot remember Maria Garcia’s first name because he doesn’t have the piece of paper with her name on it in front of him.
3 The receptionist says the name of Pierre’s company correctly.
4 Pierre cannot remember his own telephone number.
The following interaction shows Pierre interacting more effectively with the receptionist. In this interaction, Pierre uses some of the skills for guiding the conversation. Read the skills listed below and then read the dialogue. Identify the skill that is being used and saying “What is happening”. Act out a similar situation.
Dialogue What is happening?
Receptionist: (She answers the phone)
Alameda Hospital.
Pierre: Hello, this is Pierre Dupont Pierre introduces himself and
from Western Business his company at the beginning of the
Machines (He looks at a note conversation. Pierre knows Maria
on his desk). Could I speak to Garcia’s full name before he
Maria Garcia? telephones.
Receptionist: Maria Garcia? I’m afraid
she isn’t in right now. Can I…
Pierre: I’m sorry, she’s not…? Pierre interrupts to ask for focused
repetition when he doesn’t under-
stand the phrase “She is not in right
now.”
Receptionist: She is not in…. (She The receptionist repeats what she
waits for Pierre to respond). She’s out. said before because Pierre guided
She’ll have to call you back. her with a focused repetition
question. Then she says the same
thing in a different way.
Pierre: She is out?.... Oh, I see. Pierre holds his turn while he
Uh… will she be back today? decides what he wants to ask.
Receptionist: Yes. She’ll be in the office
later this afternoon.
Pierre: I see…uh… could I leave a Pierre holds his turn while he
message? thinks of the correct phrase,
“Could I leave a message? ”
Receptionist: Sure. (She waits for Pierre
to speak).
Pierre: Please tell her I called about Pierre knows the correct phrase to
the typewriter delivery. use to leave a message. He doesn’t
try a long message to the
receptionist.
Receptionist: …the typewriter The receptionist repeats Pierre’s
delivery…. information as feedback that she
understands him.
Pierre: Uhm hmm… Pierre gives feedback that means,
“that’s correct”.
Receptionist: Okay…and what’s your number?
Pierre: ‘My number is 733-2084.’
Receptionist: 733-2084. All right. And what’s
the spelling of your last name?
Pierre: I’m sorry, could you speak a Pierre controls the receptionist’s
little more slowly? speech by asking her to slow down.
Receptionist: Certainly. How do you spell
your last name? (She speaks more
slowly).
Pierre: D-U- P-O-N-T.
Receptionist: All right, Mr Dupont, and that
was Western Machines Company…
I’ll give Ms. Garcia a message.
Pierre: Uh… it’s Western Business Pierre politely corrects the
Machines. receptionist’s error.
Receptionist: Oh, I’m sorry. Western Business
Machines.
Pierre: Yes, that’s right. Pierre gives feedback.
Receptionist: Okay, Mr. Dupont, I’ll give her the
message. Thank you for calling.
Pierre: Excuse me… so… she’ll call me Pierre summarizes what he
back this afternoon. understood.
Receptionist: Yes, she should call you
back before 5.00.
Pierre: Okay. Thank you. Good-bye.
Receptionist: Good-bye.
Read the following conversation between Dan, an American man, and his Chinese co-worker, Moy. Then answer the questions following the dialogue and act it out making it more effective.
Situation: Dan and Moy are working together on a new product design. Dan calls Moy at his home to talk about the design.
Dan: Hello, Moy. This is Dan.
Moy: Oh, hi, Dan. How are you?
Dan: Fine, uh…have you had a chance to look over the designs I left on your desk?
(There are 2 or 3 seconds of silence)
Dan: Moy? Are you there?
Moy: Yes, I am sorry, I didn’t get to them.
Dan: Oh, that’s’ okay. Will you have a chance to take a look at them this weekend?
(There are 2 or 3 seconds of silence)
Dan: Uhm… but if you don’t get to them until Monday that’s fine. Is that okay? (There are 2 or 3 seconds of silence)
Moy: I think I can look at them tomorrow afternoon. Can I call you tomorrow night?
Dan: Sure. Talk to you then.
Moy: (He is silent for a couple of seconds) Okay. Good-bye.
Dan: Bye. (As Dan hangs up the phone he thinks to himself, “I guess Moy is angry that I want him to work over the weekend.”)
Questions:
1 What did Moy do that made Dan think he was angry?
2 Do you think Moy was angry?
3 Why do think Dan talked so much?
4 Why do you think Moy did not reply quickly to Dan’s question?
6 Say whether the following statements are true (T) or false (F):
1 If someone (for example, a teacher or a supervisor) has given you an explanation that you don’t understand, it is not rude to ask questions about the explanation.
2 If you are talking to someone and you can’t think of what to say (for example, you’ve forgotten a word), it is better to be silent than to try to say something.
3 If you do not answer a question quickly, most Americans will understand that you need time to think and time to translate from your language to English. They will wait patiently for you to speak.
4 It is usually rude to correct misunderstandings. It is better to not say anything about them.
5 It is helpful to summarize what a person has said because both you and he will know that you’ve understood.
7 Expand the following statements trying to use phrases and expressions of guiding the conversation: asking for focused explanation; holding your turn; summarizing; other ways of guiding the conversation:
1Your friend: “My roommate is a real slob. She never lifts a finger to clean up after herself.
You: _________________________________
2 You: “Are you going to Nadia’s party tonight?
Your friend: “No, I can’t make it.”
You: ___________________________
3 Your friend: “Is it important for you to know English if you want
to get ahead in your career?
You: ________________________________
4 Your friend: “Have you ever been really upset with an American?
You: ________________________________
5 Your teacher: “In your culture, do people often interrupt each other? Can anyone interrupt anyone else – for example, can a younger person interrupt an older person?
You: ________________________________
6 Your supervisor: “Is work in this country (Great Britain / the U.S.) like work in your native country? What are some of the differences?
You: ________________________________
7 Your group mate: “We are having a pot luck dinner at our house this weekend.”
You: _________________________________
8 Your group mate: “My friend has been trading stocks for six years. He was lucky and it was a good opportunity to get ahead.”
You: ____________________________
9 Your teacher: “To operate the terminal, you need to plug in this cord, check to see if this light is on, and then wait for it to warm up.”
You: ____________________________
10 Your neighbour: “My dad has never lost money on the stock market. He plans to buy a house in Malibu, California.
You: ___________________________
8 Correcting Misunderstanding. Your teacher or a partner will say some things to you that are incorrect. Use the phrases to correct the misunderstandings. Then with the other students, make incorrect statements and have them correct you. For example:
Teacher: “The bank closes at 3.00 on Fridays.”
You: “Uh… I think it closes at 5.00.”
1 Your name is___________, right?
2 You’re from___________, aren’t you?
3 You work at ___________company, don’t you?
4 Haven’t you been here for three years?
5 You already knew English before you came here, didn’t you?
6 Class begins at 9.30.
7 A person can have either full-time or part-time job.
9 Express doubt or uncertainty in reply to the following questions:
1 What time does the programme about H.G. Wells start?
2 Who’s the book by?
3 Is Martin an only child?
4 When did the English change over to decimal currency?
5 Why was the excursion cancelled? Because of the weather?
6 Are these mushrooms edible, do you think?
7 There are some changes in traffic rules.
8 The apartment manager refuses to rent an apartment to Barry and Frank.
10 Using the words given, make up questions, to which another student replies, expressing doubt or uncertainty:
1) Paul – on the phone; 2) the film – American; 3) when – Sally’s birthday; 4) what – you – do at the weekend; 5) far – to the station; 6) feel – about having a new roommate; 7) Rosemary – to have a hard time. 8) Rosita – (not) get a job in an expensive restaurant because of her appearance.
11 Choose the words and phrases used to give a hint, express doubt or uncertainty:
Well; anyway; in a way; it all depends…; I’m not sure / certain; moreover; I think so; I’m not quite at all certain; I couldn’t say for sure; by all means; I’d prefer; I’m afraid I have no idea; if I remember rightly; you were…, weren’t you? I wasn’t at the lecture yesterday; I wish I had…; If I’m not mistaken.
12 Address your friend / fellow-student / co-worker giving him /her a hint:
1 you want to ask for help;
2 you want to know the opinion about your new co-worker;
3 you give a hint to your friend that it’s better to go on vacation together;
4 you’d like to get a piece of advice;
5 you want to know if it is possible to change careers in other countries
13 Respond to the following situations and act them out staying in control of the conversation and guiding it:
a) Some students are discussing how a certain holiday is celebrated in your country.
b) Your friends are discussing how weddings are celebrated in different countries.
c) Your co-workers are discussing how to use a machine that the other person doesn’t know how to use.