Answers to the telephone test. (pp. 44-45 )

1. B and C are normal if the call has been routed through a switchboard. D would be appropriate if you a receptionist, for example. A is just unhelpful because the caller doesn’t know if he or she has reached the right person or company.
2. All three possible.
3. B
4. С
5. A and C are both correct, but B is wrong.
6. A is quite formal, B is informal and C is neither correct nor polite.
7. C is formal, A is informal and B sounds rude.
8. A and B are both correct, although you would only use A with someone you know well.
9. A and B are both correct.
10. B and C are both correct, depending on what information you are looking for.

QUESTIONS FOR SELF-CONTROL

1. What does business communication mean?
2. What forms of verbal communication do you know?
3. What does non-verbal communication include?
4. What is the difference between formal and informal communication?
5. What are the most common ways of communication in business?
6. What is the easiest way of learning about a colleague or creating a positive impression at first glance?
7. What topics are considered as safe for small talk?
8. How can you overcome difficulties when telephoning?
9. How to deal with difficult people on the phone?
10. What stages does negotiation include?

BIBLIOGRAPHY

1. Cambridge BEC 3, Examination papers, Univesity of Cambridge Press, 2000

2. Graham Tullis, Tonya Trappe, New insights into business, Longman, Pearson Educations ltd, 2000

3. Guy Brook-Hart, Business Benchmark, Cambridge University Press, 2006

4. Harlan J, Brown's book on Telephone Participation, 2001

5. Rupert Haigh, Oxford Handbook of Legal Correspondence, Oxford University Press, 2010

6. Rupert Haigh, Legal English, Routledge-Cavendish, 2007

7. Young Lawyers, The London School of English,2002

8. Sue O’Connell, First Certificate practice tests, Pearson Education Ltd, 2000

9. https://en.wikipedia.org/wiki/Business_communication

10. http://www.nicwebdesign.com/blog/bid/netiquette-the-4-basic-rules-of-business-communication-online.aspx

11. http://smallbusiness.chron.com/six-basic-rules-business-etiquette-html

12. http://www.englishgrammar.org/effective-business-writing/

13. http://smallbusiness.chron.com/communication-tools-business-43460.html

14. http://smallbusiness.chron.com/communication-techniques-business-2860.html

15. http://www.ask.com/business-finance/legal-aspects-business-communication-b7d7235db736c3e2

16. http://www.authorstream.com/Presentation/noop-999271-bc-4-legal-issues-in/

17. http://dictionary.cambridge.org/us/spellcheck/english/?q=promptness