Unit 3 Communication by Phone Unit Goals
What you should learn to do
1.Make a phone call
2.Answer the phone
3.Leave and take a passage
4.Pass the message to the person being called
5.Extend a phone call
6.Take/fill in a message
What you should know about
1.Phone service in the USA
2.Benefit or trouble of cell phones
3.Business telephone etiquette for success
4.The subjective mood
Section I Talking Face to Face
2.Acting out the Tasks
3.Studying Email Information on the Internet
4.Following Sample Dialogues
5.Putting Language to Use
Section II Being All Ears
1.Learning Sentences for Workplace Communication
2.Handling a Dialogue
3.Understanding a Short Speech / Talk
Section III Trying your Hand
1.Practicing Applied Writing
2.Writing Sentences and Reviewing Grammar
Section IV Maintaining a Sharp Eye
Passage 1 :
Information Related to the Reading Passage
1. cell phone 手机，移动电话
A cell phone is a small telephone you can carry with you that operates through networks of radio antennas or space satellites. Other expressions of a cell phone:
1) a cellular phone / telephone
2) a mobile phone / telephone
3) a handset
2. ATM 自动取款机
ATM is the abbreviation for automated teller machine. ATMs are found in business districts and shopping malls. People use them to get cash from their bank accounts and in many places, to pay for gas, groceries, and other things.
3. voice mail 有声邮件
A voice mail is a telephone answering system on which spoken
messages are left by one person for another.
Text For Conversation Press # 1
I’ve got a cell phone, e-mail and voice mail. But why am I so lonely?
A funny thing happened on the way to the communications revolution: we stopped talking to one another.
I was walking in the park with a friend recently, and his cell phone rang, interrupting our conversation. There they were, talking and talking on a beautifully sunny day and I became invisible, absent from the conversation.
The park was filled with people talking on their cell phones. They were passing other people without looking at them, saying hello, noticing their babies or stopping to pet their puppies. Evidently, the cordless electronic voice is preferable to human contact.
The telephone used to connect you to the absent. Now it makes people sitting
next to you feel absent. Recently I was in a car with three friends. The driver hushed the rest of us because he could not hear the person on the other end of his cell phone. There we were, four friends zooming down the highway, unable to talk to one another because of a gadget designed to make communication easier.
Why is it that the more connected we get, the more disconnected I feel? Every advance in communications technology is a setback to the intimacy of human interaction. With e-mail and instant messaging over the Internet, we can now communicate without seeing or talking to one another. With voice mail, you can conduct entire conversations without ever reaching anyone. If my mom has a question, I just leave the answer on her machine.
As almost every conceivable contact between human beings gets automated, the alienation index goes up. You can’t even call a person to get the phone number of another person any more. Directory assistance is almost always fully automated.
Pumping gas at the station? Why say good morning to the attendant when you can swipe your credit card at the pump and save yourself the bother of human contact?
Making a deposit at the bank? Why talk to a clerk who might live in the neighborhood when you can just insert your card into the ATM?
I am no Luddite. I own a cell phone, an ATM card, a voice mail system, an email account. Giving them up isn’t an option —they are great for what they are intended to do. It’s their unintended consequences that make me cringe.
1 Explanation of Difficult Sentences
1. (Title) For Conversation Press # 1
Analysis: In this sentence, for means with the purpose of. Press # 1 is in imperative mood. # stands for No., therefore #1 is read as No.1.
Example: For redialing, press the # key.
2. (Para. 3) I was walking in the park with a friend recently, and his cell phone rang, interrupting our conversation.
Analysis: Interrupting our conversation in the sentence is a present participle phrase used as an adverbial of result.
Example: The child fell, striking his head against the door and hurting it slightly.
3. (Para. 3) There they were, talking and talking on a beautifully sunny day and I became invisible, absent from the conversation.
Analysis: Talking and talking on a beautifully sunny day is a present participle phrase used as an adverbial of attendant circumstance.
Example: Marta sat in the armchair, reading a magazine.
4. (Para. 5) There we were, four friends zooming down the highway, unable to talk to one another because of a gadget designed to make communication easier. Analysis: Four friends zooming on the highway is a present participle phrase, with four friends as the logical subject of zooming on the highway.
The whole phrase serves as an adverbial of attendant circumstance. Designed to make communication easier is a past participle phrase used as an attribute, modifying the antecedent gadget.
Example: My room is on the fourth floor, its window overlooking the beach.
Trucks and buses were driven on gas carried in large bags on the roof.
5. (Para. 6) Why is it that the more connected we get, the more disconnected I feel? Analysis: In this sentence, the antecedent it stands for the subject that-clause (that the
more connected we get, the more disconnected I feel), where the comparative ... structure is used. Similar structure can be found in What is it that ...?
Example: Why is it that you know so much?
6. (Para. 7) As almost every conceivable contact between human beings gets automated, the alienation index goes up.
Analysis: As is a conjunction, meaning at the same time that.
Example: They smiled as their eyes met.
As he entered, the hall burst into thunderous applause.
7. (Para. 8) Pumping gas at the station?
Analysis: This is an elliptical sentence. The complete sentence should be
Are you pumping gas at the station?
Example: (Are you) Making a deposit at the bank? (Para. 9)
8. (Para. 8) Why say good morning to the attendant when you can swipe your credit card at the pump and save yourself the bother of human contact?
Analysis: In this sentence, why is used as an interrogative adverb, followed by a bare infinitive to form a rhetorical question, which can also take a negative structure such as Why not do something? The former means why should we do something or we don’t need to do something, while the latter means the opposite: let’s do something. Translation: 既然你可以用信用卡在加油泵旁自动刷卡，免除与人打交道的麻烦，何必还要对加油站的工作人员打招呼呢？
Example: Why smoke when you know it is so unhealthy?
Why not try to train your character when you have the opportunity?
9. (Para. 11) I am no Luddite.
Analysis: In this sentence, no means not at all.
Example: Don’t cheat her. She’s no fool. She is no friend of mine.
10. (Para. 11) Giving them up isn’t an option —they are great for what they are intended to do.
Analysis: The clause They are great for what they are intended to do serves to explain why giving them up isn’t an option. Great for means very good for. What they are intended to do means what they are designed to do.
Translation: 放弃他们并不可取——人们赋予它们的功能太美妙了。Example: Going there isn’t a good idea —it’s too far away from here.
11. (Para. 12) It’s their unintended consequences that make me cringe.
Analysis: This is an emphatic sentence introduced by it is ... that. What is emphasized here is the subject their unintended consequences.
The basic structure of such a kind of sentence is as follows:
It + be + the emphasized part + that + the other parts of the sentence.
Example: It was David that (who) did it.
It was a key that I found in his pocket.
It was not until last year that he came to live in this city.
2 Important Words
a. alone and feeling sad, lonesome 孤独的，寂寞的
Without friends, Selena felt lonely in the city she had just arrived in.
I shall have a companion in the house after all these lonely years.
He felt lonely when his best friend moved to another place.
ad. not too long ago; starting not too long ago and still going on, (syn.) currently
I saw my friend recently; we had dinner together last week.
Recently, my brother has been working on his master’s degree at the university. I’ve only recently begun to learn German.
ad. as it appears, seemingly, (syn.) apparently 明显，显然
Mr. Lowenberg evidently regarded this as a great joke.
From the warm temperature and abundant flowers, it is evidently spring here.
Evidently your sister was sensitive on the topic of operations.
a. better or more suitable, to be preferred 更可取的，更好的
She found life in the city preferable to her quiet life in the country.
Gradual change is preferable to sudden, great change.
Milk is fine, but cream would be preferable.
v. to attach, join together; to reach sb. by telephone 连接，接通
The telephone operator connected me with the human resources
I connected the antenna to the TV set.
A new road connects the two small cities.
a. not able, incapable 不能的，不会的
I am unable to cycle to school because my bicycle is broken.
He is unable to walk because of a bad ankle.
He is unable to do the job for lack of experience.
n. an improvement, (syn.) a breakthrough 前进，进展
There have been great advances in medicine in the last 50 years.
This model is a great advance on previous ones.
Under this system popular science education made great advances.
in advance of: more highly developed 在?之前，超过
Their training facilities are far in advance of anything we have.
in advance: ahead of time 预先，事先
Everything had been fixed in advance.
v. to place sth. valuable, such as money, in a bank or brokerage account; to place valuables for safekeeping 存放，存储
n. a partial payment to hold goods or property until the buyer makes complete payment 定钱，押金
Sam deposited ten dollars in his savings account.
Mrs. Heckler deposited her jewelry in a safe.
She left a deposit on the coat.
v. to put sth. into, between, or among 插入，嵌入
The old lady carefully inserted the letter into an envelope carefully.
The professor inserted a comment in the margin.
A film of oil is inserted between the sliding surfaces of a bearing.
n. money kept in a bank for present or future use; a character string that indentifies a user and is used by computer operating system in accounting or other services 账户，帐号
I have a checking account at Metropolitan Bank.
The accounts were perfectly in order.
He opened an account at my bank in your name.
n. the result of doing sth. 结果，后果
He drank heavily and died as a consequence.
I’m quite willing to accept the consequence.
He does not consider the consequences.
Passage 2 :
Information Related to the Reading Passage
1. Proper phone etiquette tips
Proper phone etiquette is important at both a personal and professional level. Being polite on the telephone is just as important as when speaking with someone in person. You might be surprised at how good you feel about yourself if you use proper telephone etiquette and the positive responses received while talking on the phone.
Here are a few telephone etiquette tips as an update to skills that are quite natural in many of us. Always answer the phone by saying “Hello”and not any other greeting. If the person who has been requested is not available, simply state that he or she “is not available at this time. May I take a message?”Not only does the person on the other end of the phone have a good impression about you, that feeling will apply to the person they are calling for as well. Always be quick and to the point while remaining pleasant during a phone call. Friends and family will continue with a telephone conversation if they have time, otherwise they are not likely to rush you off
the phone no matter how busy they are. No one is perfect, so if you dial a wrong phone number, state your mistake, apologize and hang up the phone.
2. Ways to answer a telephone at work
There are several accepted ways to answer a telephone at work. You can simply say “Hello”or you can say your name, as in “June Johnson speaking.”You don’t need to say the company’s name if a receptionist or a secretary has already done so. Try to speak in a pleasant, unrushed voice. If you are rushed and can’t talk, it’s better to say this and make plans to call back later. Don’t rustle papers or work while you’re speaking on the phone. If you’re really too distracted to speak, then reschedule the call.
It’s okay and sometimes even necessary to screen your calls. But there’s a right and a wrong way to do this. First, train your secretary to do it politely. It’s better to ask “May I know who’s calling?”than “Who is this?”or even “Who’s calling?”Second, don’t instruct your secretary to say you are out when you are in. It’s acceptable to be in but too busy to talk at the moment and it’s always better to be honest. Callers sense the difference, and besides, it may not look good ifyou’re always out.
It’s rude not to return telephone calls regardless of whom they are from. You might be ignoring a potential customer. Many people today don’t bother to return phone calls, and if you work for someone else, it’s highly unlikely that such behavior is acceptable. When you do return calls, try to place them yourself. If you must have your secretary make the call, then get on the line immediately. It’s not polite to keep someone waiting when you’ve placed the call.
Text Business Telephone Etiquette for Success
Proper telephone etiquette is more important than ever in today’s business environment. Much of our business communication takes place on the phone: in the office, at home, in the car, virtually anywhere. In various areas, proper phone technique can make or break deals or relationships. Look at these guidelines that can
help you use the phone as a powerful tool.
First is the greeting. When answering the phone for business, be sure to identify yourself and your company. If answering someone else’s line, be sure to include their name in your greeting, so that the other party does not think they have reached a wrong number. For example, if Bob Johnson answers Jim Smith’s line, he would say: “Jim Smith’s line, Bob Johnson speaking”and then take a message or handle the call, depending on how his office works.
When you are the person making the call, be sure to use proper phone etiquette from the start. You want to be sure to be polite to the “gatekeepers”i.e. secretaries, receptionists etc. who answer the phone for your business contact, as they are the ones who have the power to put you through (or not) , say, at 4:55 P.M. on Friday, when their boss is getting ready to leave the office.
When you have reached the party, if your call has been expected, remind them of the prior conversation and appointment. People get busy and can seem surprised until you remind them of where they should remember you from. If your call is not expected, unless it will be a short call, ask the party if they have the time for you. If the other person does not have time, briefly state the purpose of your call and ask for an appointment to follow up at a later time.
Have a phone diary. Keep a pencil and pad near the phone and jot notes during phone conversations. This will help you “actively listen”and have a reference later. Employ active listening noises such as “Yes”or “I see”or “Great”. This lets the other person know that you care about what they have to say.
End the call on a positive note by thanking the other person for their time and express an interest in speaking with them again (if that is true). A gracious goodbye leaves the door open for further communication. In this global village today, you never know whom you will be doing business with in the future, so burning any bridges, or telephone lines, would be unwise.
1 Explanation of Difficult Sentences
1. (Para. 2) If answering someone else’s line, be sure to include their name in your greeting, so that the other party does not think they have reached a wrong number. Analysis: This is a complex sentence. Be sure to include their name in your greeting is the main clause, which is an imperative sentence with the subject “you”being omitted; if answering someone else’s line is an adverbial clause of condition, with the subject “you”being omitted; so that introduces an adverbial clause of purpose. Translation: 如果你接的是别人的电话，一定要在问候时包含应接电话人的名字，以免对方误以为打错了电话。
Example: If answering the phone for business, be sure to identify yourself and your company.
We’ll sit nearer to the front so that we can see better.
2. (Para. 2) For example, if Bob Johnson answers Jim Smith’s line, he would say: “Jim Smith’s line, Bob Johnson speaking”and then take a message or handle the call, depending on how his office works.
Analysis: This is a complex sentence. The main clause is he would say …and then take …or handle the call. The subject of the main clause is he (Bob); and would say, take and handle are compound predicates. Depending on how his office works is a present participle phrase, serving as an adverbial of condition and modifying handle the call.
Example: The expenses you claim can vary enormously, depending on travel distances involved.
3. (Para. 4) If your call is not expected, unless it will be a short call, ask the party if they have the time for you.
Analysis: This is a complex sentence. In this sentence, the imperative clause ask the
party …is the main clause with an if-clause; if they have the time for you as its object. Unless it will be a short call is an adverbial clause of concession. Translation: 如果你的电话不是他们期待的，除非你的电话内容很短，否则你要问问对方是否有时间和你交谈。
Example: He won’t finish his task in time unless he works hard.
Unless you are trying to lose weight to please yourself, it’s going to be tough to keep your motivation level high.
2 Important Words
ad. in fact or for all practical purposes 事实上
It was reported that the city had been virtually paralyzed by the storm. Unemployment in this part of the country was virtually non-existent.
v. to establish or recognize (sb. / sth.) as a certain person or thing
The boy identified the bird as an eagle.
The police officer refused to identify himself.
They have already identified ten murder suspects.
n. the condition of being in communication 联系
We lost contact with our former neighbors after they moved.
The polite was always in contact with an air traffic controller.
Has your brother kept in contact with his friends from college?
4. put …through
v. to connect (a caller) to the person they have telephoned 接通
She put the lady through immediately.
Hold on, please. I’ll put you through to Mrs. Barnhart.
Would you please put me through to your manager?
5. remind …of
v. to make sure that sb. does not forget sth. 提醒, 使想起
Thank you for reminding me of the meeting I have to attend.
This hotel reminds me of the one we stayed in last year.
The tune reminds me of the same play that we saw a few years ago.
a. coming before in time, order or importance 在前的
She denied prior knowledge of the meeting.
He didn’t talk about his prior employment.
7. follow up
v. to act further on sth. 乘势采取行动
The salesmen usually follow up a letter with a visit.
As a news reporter, when something important happens, I have to follow it up.