Téléphoner en entreprise - Fnacmultimedia.fnac.com/multimedia/editorial/pdf/9782400230188.pdf · – Téléphoner en entreprise ... 4 The details of the call: question, problem,

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• Exprimez-vous dans un anglais fl uide et authentique pour ne plus appréhender les communications téléphoniques avec vos partenaires internationaux

• 30 thèmes couvrant les principaux sujets de conversation

• De nombreux exemples de conversations type prêts à être réutilisés

• Plus de 400 expressions-clé, le vocabulaire essentiel traduit et de nombreux conseils pratiques

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BZ_B_PhoneCalls_Couv.indd 1BZ_B_PhoneCalls_Couv.indd 1 23/09/2010 16:44:3923/09/2010 16:44:39

ContentsSommaire

Getting Started and Ending a Conversation 7Calling according to plan ■ 8After the greeting 1 ■ 2I beg your pardon? 2 ■ 1Connecting people 2 ■ 3Answering the phone 2 ■ 5Ending a conversation 2 ■ 6

Typical Situations and How To Deal with Them 31Taking and leaving messages 3 ■ 2Appointments 3 ■ 4Telephone spelling 4 ■ 2Taking down names and numbers 4 ■ 6Electronic addresses 4 ■ 9Answering machine and voice mail 5 ■ 4Mobile telephones 5 ■ 8

Special Situations 61Conference calls 6 ■ 2International trade 7 ■ 5Sales and fi nances 8 ■ 8

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4

Travel enquiries 9 ■ 2A job interview by telephone 9 ■ 6

Practical Reference 101Intercultural communication 10 ■ 2Pronunciation 10 ■ 5False friends 10 ■ 9Telecommunications terminology 11 ■ 1Translated geographical names 11 ■ 3Key terms: the company 11 ■ 4Linguistic differences: UK-USA 11 ■ 9Telephone sources on the Internet 12 ■ 3Country codes and dialling codes for well-known cities 12 ■ 5Offi cial holidays and translations 12 ■ 7Temperature conversion table 13 ■ 2Weights and measures 1 ■ 33

Index 135

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Typical Situations and How To Deal with ThemSituations les plus courantes

et méthodes pour les gérer

Lors de vos conversations téléphoniques, vous rencontrerez

systématiquement certaines situations types. Afi n de faire bonne

impression, ce chapitre vous explique :

Comment laisser des messages ou enregistrer des annonces ■

d’accueil (page 32).

Comment prendre rendez-vous et s’organiser par téléphone ■

(page 34).

Comment indiquer des noms et numéros de téléphone, ainsi que ■

des adresses e-mail et des URL de sites Web (page 42, 46 et 49).

Comment laisser des messages sur une messagerie vocale ou ■

un répondeur (page 54).


Typical Situations and How To Deal with Them32

Taking and leaving messagesPrendre et laisser des messages

When people are not available a message can still inform the other

party. This does not only apply to your own phone, but also when

answering someone else’s phone. Therefore, don’t forget to offer to

take a message.

Checklist: leaving messagesCheck-list : laisser un message exploitable

Good messages include information such as:

The date and time of the call1

The name of the caller and / or company2

Contact data of the person (if necessary) and what time they can 3 be best reached by phone

The details of the call: question, problem, solution, proposal, 4 follow-up etc.

An indication which next steps you expect 5

a party une partie (à un contrat), une personne concernéeto apply to s’appliquer à

to answer s.o. else’s phone répon-dre au téléphone de qqn d’autreto forget (forgot, forgotten) oubliera step une étape


Taking and leaving messages 33

Taking messagesPrendre un message

Would you like to leave a message? / You can leave a message if you ■

want. / May I take a message?

Can I get him to call you back? ■

May I take your name and number? ■

No problem. I’ll fi nd a notepad. Hold on please. / Could you wait a ■

minute?

Let me just get a pen. Right, what’s the message? ■

Right, Kerstin, I’ll make sure that he gets the message. ■

Alright. I’ll leave that on his desk. / Fine, I’ll see that he gets that. ■

to leave (left, left) a message lais-ser un messageMay I take a message? Puis-je prendre un message ?Can I get him to call you back? Puis-je lui demander de vous rap-peler ?

a notepad un bloc-notesI’ll make sure that he / she gets the message Je vais m’assurer qu’il / elle reçoive le messagea desk un bureau (meuble)

Asking to leave a messageLaisser un message

I’d rather leave a message. ■

Could I leave a message for Mr Bernard Dufour please? ■

Could you ask him to call me back? My number’s 0033-1-23-45- ■

67-89.

Could you tell her that I will call back later, please? ■

Could you please tell him Dr Baron called? ■



Leaving specifi c messagesLaisser un message avec une demande précise

Can she call me as soon as she gets in? ■

Could you ask him to phone me on Tuesday afternoon? ■

Yes, tell Romain that Julie would like him to email the confi rmation ■

before 5 o’clock tomorrow.

Could he email his report to me by Monday, please? ■

I need her to phone me as soon as possible. My name’s Duvallet, that’s ■

D-U-V-A-double L for London-E-T.

Responding to messages Répondre à un message

Thanks for your message about the postponement. ■

Thanks for phoning back / calling me back, Peter. ■

I’m just returning your call. ■

I’ve just got your SMS / email and I … ■

I’d rather leave a message. J’aimerais laisser un message.Can she call me as soon as she gets in? Pouvez-vous lui demander de me rappeler dès qu’elle arrive ?

a report un rapport, un compte-rendua postponement un reportI’m just returning your call. Je vous rappelle.

AppointmentsLes rendez-vous

The essence of making appointments is of course fi nding a convenient

date and time for a meeting. Besides arranging the right moment, it

might be practical to think about a realistic time period for the meeting


Appointments 35

in advance. The following example phrases can be used when making

appointments.

Examples

A: Hello Britney, Laurent here. I’m calling about arranging a meeting with Ludovic. Can you make Thursday after lunch; at three thirty?

B: Yes, that’s fi ne.

A: Shall we meet in our offi ce?

B: Yes, that seems a good idea.

A: Our offi ce is on the second fl oor (US third fl oor). But just ask for me at the reception desk. I’ll fax you a map.

B: That’s very kind of you. Let me just confi rm: Thursday the 25th, 3:30 at our offi ce.

A: That’s right. I look forward to it. Goodbye.

B: Bye.

A: Sorry for interrupting you again Britney, but it’s about the date we arranged for our meeting. I’m calling to fi x another date because apparently Ludovic is busy all week. Can we postpone it to Friday?

B: I’m just looking at my diary. OK, here we are. Hm, I’m afraid I’m unavailable on Friday. What about Monday afternoon?

A: Alright, I’ll put that in my agenda. So that’s Monday the 29th at 3.30. I’ll confi rm it by email.

B: Thank you.

A: Not at all. Goodbye.

B: Goodbye.



to make (made, made) an appoint-ment prendre rendez-vousCan you make Thursday after lunch? Êtes-vous disponible jeudi après le déjeuner ?Shall we meet in my offi ce? Est-ce que l’on peut se rencontrer à mon bureau ?to seem semblerthe second fl oor Brit. / the third fl oor Am. le deuxième étage

Just ask for me at the reception desk. Demandez-moi à la récep-tion.a map un plan, une carte a diary un agendaan agenda un programme, un ordre du jourWhat about …? / How about …? Que diriez-vous de… ?Not at all. Je vous en prie.

Introducing an appointmentDemander un rendez-vous

I’m calling to arrange / fi x a time for that conference call with Stras- ■

bourg.

Could I make an appointment to see her sometime this week? ■

I need to make an appointment with Mr Lejeune as soon as possible. ■

I’ve just spoken to Florent and apparently he can attend the meeting ■

next Monday at ten o’clock French time.

Let’s meet in the restaurant at a quarter past twelve. ■

Hello Sandra, Jules here. I just wanted to check the time of our meeting ■

tomorrow.

Arranging an appointmentFixer un rendez-vous

Which day would be convenient for you? / Which day would you ■

prefer?

How about next Friday or the following Monday? / Are you free on ■

Monday?

t


Appointments 37

What about Thursday instead? ■

Would the morning / Monday afternoon suit you? ■

Is two thirty OK? ■

Anytime next Thursday sounds fi ne. ■

I’m afraid I can’t manage Monday. ■

I’ve got another meeting at four thirty. ■

Well, it won’t take more than an hour. ■

So that’s Monday at three o’clock. / Monday at three is confi rmed. ■

a conference call une téléconfé-renceto attend a meeting assister à une réunionto be (was, been) free on … être libre de…

instead à la placeto suit sb convenir à qqn anytime quelle que soit l’heureI’m afraid I can’t manage Monday. J’ai bien peur de ne pas pouvoir me libérer lundi.

Cancelling appointmentsAnnuler un rendez-vous

I’d like to cancel / put off / postpone our appointment / interview. ■

I am afraid I will not be able to keep the appointment I made for Friday, ■

June 26th.

I‘m afraid I can’t make it by 3 o’clock on Friday. ■

Would it be possible to put off our meeting until tomorrow? ■

I‘m afraid Professor Meignan must change his appointment for the ■

afternoon. Could we make another one?

I‘m sorry but an urgent matter has come up at the very last moment. ■

I‘m sorry but I haven‘t been able to get in touch with you before. ■



to put off / postpone reporteran interview un entretiento be (was, been) able to pouvoir, être en mesure deto keep (kept, kept) an appoint-ment se rendre à un rendez-vous

to come (came, come) up se présenter at the very last moment à la toute dernière minuteto get (got, got Brit. / gotten Am.) in touch with s.o. contacter qqn

Indicating date and timePréciser la date et l’heure

When trying to arrange an appointment, pay attention to using the proper

expressions concerning time and date. The fact is, that there are a specifi c

difference between French and English (the 24-hour clock / the 12-hour

clock), but also some variations between British and American English.

In case of doubt, always try to double check appointments or ask for

confi rmation by email or fax. Electronic agendas like MS Outlook offer

practical functions that automatically send reminders per email.

12-hour / 24-hour clock système horaire sur 12 heures / sur 24 heuresto double check revérifi er

an electronic agenda un emploi du temps électroniquea reminder un rappel

MonthsLes mois

January janvier July juillet

February février August août

March mars September septembre

April avril October octobre

May mai November novembre

June juin December décembre


Appointments 39

DatesLes dates

Brit. 26 June, reads as: ‘the twenty-sixth of June’.

Am. June 26, reads as: ‘June twenty-sixth’.

Brit. 26th June, reads as: ‘June, the twenty-sixth’.

Brit. 2009, reads as: ‘two thousand and nine’.

Am. 2009, reads as: ‘two thousand nine’.

Please note that years are usually pronounced in pairs:

e.g. nineteen ninety-nine (1999).

Ordinal numbersLes nombres ordinaux

1st – fi rst2nd – second3rd – third4th – fourth5th – fi fth6th – sixth7th – seventh

8th – eighth (only one ‘t’)9th – ninth (no ‘e’) 10th – tenth11th – eleventh12th – twelfth (‘f’ not ‘v’)20th – twentieth21st – twenty-fi rst etc.

DaysLes jours

Monday lundi

Tuesday mardi

Wednesday mercredi

Thursday jeudi

Friday vendredi

Saturday samedi

Sunday dimanche


Tout pour une bonne communication en anglais !

Suppléments audio

à télécharger

Téléphoner en entreprise

Success in BusinessSu

cces

s in

Bus

ines

s –

Télé

phon

er e

n en

trep

rise

Communiquez sans complexe en anglais avec vos partenaires internationaux !

6,95 €

E-65

60-1

010

La meilleure méthode pour acquérir une réelle pratique de l’anglais professionnel :

• Des informations rédigées dans un anglais simple et abordable pour s’entraîner à penser et à parler en anglais

Le guide pratique des communications téléphoniques en anglais en entreprise :

• Exprimez-vous dans un anglais fl uide et authentique pour ne plus appréhender les communications téléphoniques avec vos partenaires internationaux

• 30 thèmes couvrant les principaux sujets de conversation

• De nombreux exemples de conversations type prêts à être réutilisés

• Plus de 400 expressions-clé, le vocabulaire essentiel traduit et de nombreux conseils pratiques

Des suppléments audio à télécharger depuis notre site internet www.berlitzeditions.fr

BZ_B_PhoneCalls_Couv.indd 1BZ_B_PhoneCalls_Couv.indd 1 23/09/2010 16:44:3923/09/2010 16:44:39

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Téléphoner en entreprise - Fnacmultimedia.fnac.com/multimedia/editorial/pdf/9782400230188.pdf · – Téléphoner en entreprise ... 4 The details of the call: question, problem,