Учебно-методическое пособие по развитию навыков профессионального общения. В двух частях. Ч.1: Management. Руденко Т.П - 15 стр.

       Communications can only exist on a face-to-face basis, and they             Someone may ask about what to do if the person on the other end
are of prime importance at every level. Many managers who have con-         of the conversation is rude – and is also an important person. That per-
siderable responsibilities in large organizations do not know the names     son may be smoking, chewing gum, talking to other people in the room,
or faces of their top management and directors. And even greater pro-       etc. Often there is nothing that can be done except to endure and be
portion never see, or are never seen by, their top management in any        unfailingly polite in return. But it is all right to ask the person to repeat
operational situation. No amount of personal work can make people           what he or she has said (plead a poor connection). Better yet, whenever
think you care about them if they never see you.                            possible, arrange for face to face business meetings, and keep them as
                                                                            brief and to the point as possible.
      ADDITIONAL READING                                                           Another question that may arise is how to end telephone conver-
                                                                            sations courteously with people who ramble, leaving the listener in the
      TEXT 1
                                                                            dark about the point of the call, who race on without giving the listener
      Read and translate the text. Consult the words below. Express         a chance to speak (especially when the listener knows the caller should
your opinion.                                                               speak to someone else), or who repeats the same information, important
                                                                            though it may be, more than once. Hanging up is usually not an option
     Notes on Business Communication Etiquette                              in business.
       Today the business world is supposed to be in a state of “manners           * With ramblers, the best strategy is to interject a direct question:
crisis”. In our increasingly high-tech, impersonal world, the sensitivity          “What exactly do you have in mind?” And the listener may need
inherent in good etiquette has become an important counterbalance.          to add that he or she has an appointment so hasn't much time.
Also, boundaries in business have extended in all directions. Women                * With racers, the listener, while avoiding outright rudeness, can
have entered the business world in great numbers. People from different     only talk over the caller, interrupting with a statement about whom the
cultures interact. Factors such as these increase the need to avoid com-    call needs to be directed, say that the call will be transferred; and then
munication that offends or causes misunderstanding. At the same time,       quickly transfer the call. It is a good idea, though, to give the caller the
baby-boomers now moving into the executive were mostly not trained          name and number he or she needs in case the transfer fails.
in manners. They feel uncomfortable because of their lack of social                * With repeaters, the listener needs to assert control. One way is
graces.                                                                     to summerize the key points of what the caller has said, say the two will
       Discomfort on both sides is not the only result. Those practicing    talk later, and close the call with a polite “Thank you. Goodbye.”
poor etiquette lose the competitive edge to those who know what to do              You might want to add some other telephone tips that are part of
and do it with grace – in starting salaries, promotions, attracting and     good business communication etiquette such as answering the call on
keeping clients, inducing the cooperation of subordinates, etc. Good        the first or second ring, explaining delays if one must leave the phone to
business etiquette pays, both in intangible and tangible ways.              get information, referring to the client by name (title and last name,
       There is certainly more you can add on telephone communication       correctly pronounced), closing the conversation politely, and hanging
etiquette. Manners are particularly important when speaking on the          up the phone gently.
phone because facial expression and body language are lost. Besides               WORDS TO WATCH
that, we spend a lot of time on the phone. A disgruntled or uninterested          impersonal – обезличены,
voice, poor diction, sentences laced with “you know's”, and nonstan-              inherent in – присущая
dard grammar all present a very negative image. People with heavy                 counterbalance – противовес
accents need to speak even more slowly and carefully than others.                 baby-boomer – дети послевоенных лет

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