Negotiating a deal (Telephoning) Prof. E. Garbey Savigne, Cert TEB, MA

Negotiating a dealNegotiating a deal(Telephoning)(Telephoning)

Prof. E. Garbey Savigne, Cert TEB, MA.Prof. E. Garbey Savigne, Cert TEB, MA.

Aim of the lesson

This lesson looks at the language and This lesson looks at the language and tactics which can be used:tactics which can be used:

in negotiations , andin negotiations , and

when telephoning.when telephoning.

((Negotiating) At a shopNegotiating) At a shop

AA: : How much do How much do you want for you want for this?this?

A: Oh, come on, A: Oh, come on, itit''s dented. Is dented. I''ll ll give you 25. give you 25.

B: B: That is a unique That is a unique antique, isn't antique, isn't it? it? I can let it go for 75. I can let it go for 75.

B Really? I might B Really? I might consider consider a serious a serious offer but 25 offer but 25 really is not.really is not.

CustomerCustomer ShopkeeperShopkeeper

(Negotiating) At a shop(Negotiating) At a shop

A: A: Well, I could go Well, I could go up to 40 but I up to 40 but I would never pay would never pay anything like 75. anything like 75.

A: What about 45A: What about 45??

B: That's a hard B: That's a hard bargain, young bargain, young lady, 60 cash, lady, 60 cash, right now. right now.

B: B: ((silencesilence))


(Negotiating) At a shop(Negotiating) At a shop

AA; ; 50, that's the 50, that's the highest I will go. highest I will go.

B: B: OK. You can OK. You can have it for that, have it for that, it's a deal.it's a deal.


What is a negotiation?What is a negotiation?How long do negotiations often last?How long do negotiations often last?

How many people are usually How many people are usually involved in a negotiation?involved in a negotiation?

Do people negotiate under a threat or Do people negotiate under a threat or do they do it voluntarily?do they do it voluntarily?

Is there any relation between the Is there any relation between the parties involved in a negotiation?parties involved in a negotiation?

What is the final aim of any What is the final aim of any negotiation?negotiation?

What is a negotiation?What is a negotiation?

A process in which two or A process in which two or more individuals participate more individuals participate voluntarily sharing interests voluntarily sharing interests and conflicts and the final aim and conflicts and the final aim is to reach a deal.is to reach a deal.

((Negotiating) At homeNegotiating) At home

A: A: May I make a May I make a long distance call long distance call to Kyoto now? to Kyoto now?

A: It is Lee's A: It is Lee's birthday and she birthday and she is my best friend.is my best friend.

B: B: I'm afraid you may not.

B: B: It's rather expensive It's rather expensive and besides, you and besides, you haven't done your haven't done your school work yet and school work yet and you haven't studied. you haven't studied.

14-year old girl14-year old girl FatherFather

(Negotiating) At home (Negotiating) At home

A: A: What about if I What about if I do my homework do my homework now?now?

A: I swear I will A: I swear I will study hard study hard tomorrow, tomorrow, morning and morning and afternoon.afternoon.

B: B: And, when are you And, when are you going to study? going to study?

B: OK, If you say so, B: OK, If you say so, but…but…


(Negotiating) At home (Negotiating) At home

A: A: Daddy, I Daddy, I promise… promise…

A: Yes, Certainly.A: Yes, Certainly.

Thanks, DaddyThanks, Daddy. .

B: B: OK, if you do, OK, if you do, you you may phone Lee but may phone Lee but you must call her up you must call her up late at night when late at night when phone rates are phone rates are cheaper, is that right?cheaper, is that right?


Negotiation can not work unless Negotiation can not work unless communication is clear.communication is clear.

Misunderstandings in offices, homes, Misunderstandings in offices, homes, and companies bring phrases such as:and companies bring phrases such as:

“ “But I thought you meant”But I thought you meant”

“ “That is not what you said”That is not what you said”

Why are telephoning skills Why are telephoning skills necessary?necessary?

First, the phone call normally First, the phone call normally comes when the person is in the comes when the person is in the middle of something else.middle of something else.

Secondly, there is no body Secondly, there is no body language to help the person language to help the person understand what the caller is understand what the caller is trying to say.trying to say.

What makes a good phone call in What makes a good phone call in businessbusiness

If you keep the customer happy.If you keep the customer happy.

If you succeed in persuading the If you succeed in persuading the customer.customer.

If you pass the needed If you pass the needed information to your business information to your business partner accurately.partner accurately.

How to make a good phone callHow to make a good phone callDial

the number

You give the reason for your callYour partner

says hello

Introduce yourself

Both of youexchange

information

Say bye and finish the call

Your partner answers the phone

Language ChecklistLanguage ChecklistTelephoningTelephoning

Introducing yourself.Introducing yourself.Hello, this is … from…Hello, this is … from…Good morning, my name is...Calling from …Good morning, my name is...Calling from …Saying what you want.Saying what you want.I´d like to speak to…I´d like to speak to…Is…there, please ?Is…there, please ?Leaving message.Leaving message.Could you give him/her a message?Could you give him/her a message?Can I leave a message?Can I leave a message?

Language ChecklistLanguage ChecklistTelephoningTelephoning

Saying someone is not available.Saying someone is not available.I am sorry, Ms X is not available.I am sorry, Ms X is not available.Sorry, he/she is away/not in/in a meetingSorry, he/she is away/not in/in a meeting..Taking a message.Taking a message.Would you like to leave a message?Would you like to leave a message?Can I take a message?Can I take a message?Offering to help in other ways.Offering to help in other ways.Can anyone else help you?Can anyone else help you?Would you like to speak to his/her assistant?Would you like to speak to his/her assistant?

Could I have your phone number?Could I have your phone number? Listen to the way we say these phone Listen to the way we say these phone

numbers.numbers.6754390 9800547 5142906 58499736754390 9800547 5142906 5849973

Now, say your office, mobile and home Now, say your office, mobile and home numbers to a partner.numbers to a partner.

In English people usually say numbers individually.People in the UK say “oh”.People in the USA say “zero”.

Hints on telephoningHints on telephoningLet the phone ring three times.

When answering the external calls Say your company name followed by

‘Good morning/afternoon”.

Try to get details on the caller.

Avoid putting the person on hold for more than 17 seconds.

Hints on telephoningHints on telephoningWrite down all details and arrange a face-to- face meeting. These are the words to keep the contact:

“If something unexpected happens and I need to contact you, where should I

phone you?” Try to keep your phone calls short.

Time is money. Do not forget to say: 'Thanks for calling'.

Write how to do these things Write how to do these things using using if…if…

a. a. Phone Italy / dial 119 39 first.Phone Italy / dial 119 39 first.If you want to phone Italy, dial 119 39 firstIf you want to phone Italy, dial 119 39 first b. Need a phone number / call directory b. Need a phone number / call directory

assistance.assistance.________________________________________________________________________c. Get the number wrong / call the operator.c. Get the number wrong / call the operator.__________________________________________________________________________

d. Have all the area codes right / dial direct.d. Have all the area codes right / dial direct.________________________________________________________________________

Write how to do these things Write how to do these things using using if…if…

a. If you want to phone Italy, dial 119 39 firstIf you want to phone Italy, dial 119 39 first

b. b. If you need a phone number, call the If you need a phone number, call the directory assistancedirectory assistance

c. c. If you get the number wrong, please call the If you get the number wrong, please call the operatoroperator..

d. d. If you have all the area codes right, then, If you have all the area codes right, then, dial direct.dial direct.

Look at the video excerpt (with no Look at the video excerpt (with no sound) Try to guess what they are sound) Try to guess what they are talking about.talking about.

Are they talking about a new diary ?Are they talking about a new diary ?

Are they speculating on the latest Are they speculating on the latest fashion trends?fashion trends?

Are they setting up a meeting?Are they setting up a meeting?

Comprehension task 1Comprehension task 1 Listen to the dialogue now.Listen to the dialogue now.

Answer the questions.Answer the questions.

1. Is the caller phoning a friend?1. Is the caller phoning a friend?

2. Who does the caller ask to speak to?2. Who does the caller ask to speak to?

3. Was the caller successful? If not, 3. Was the caller successful? If not,

why not ?why not ?

Comprehension task 1Comprehension task 1 Answers Answers

1. 1. No, he is not.No, he is not.

2. He wants to speak to Mr. Rodriguez.2. He wants to speak to Mr. Rodriguez.

3. Yes, he was. He managed to set up 3. Yes, he was. He managed to set up a meeting with Mr. Rodriguez.a meeting with Mr. Rodriguez.

Hints on telephoningHints on telephoningLet the phone ring three times. ___ Let the phone ring three times. ___

When answering the external calls When answering the external calls

Say your company name followed by ‘Good Say your company name followed by ‘Good morning/afternoon”. ____morning/afternoon”. ____

Try to get details on the caller.___Try to get details on the caller.___

Avoid putting the person on hold for more than 17 Avoid putting the person on hold for more than 17 seconds.____seconds.____

Hints on telephoningHints on telephoningWrite down all details and arrange a face-to- face meeting. These are the words to keep the contact:___



Time is money. ___ Do not forget to say: 'Thanks for calling'.___

Hints on telephoningHints on telephoning

Let the phone ring three times. _X__ When answering the external calls

Say your company name followed by ‘Good morning/afternoon”. ____Try to get details on the caller._X__Avoid putting the person on hold for more than 17 seconds.__X__

Hints on telephoningHints on telephoningWrite down all details and arrange a face-to- face meeting. These are the words to keep the contact: __X_



Time is money. _X__ Do not forget to say: 'Thanks for calling'.___

SummarySummary

The language and tactics used:The language and tactics used:

in negotiations and, in negotiations and,

when telephoning.when telephoning.

ACKNOWLEDGEMENTS

Our gratitude and thanks to the INCOMEX, the Foreign Trade Institute, staff and students, especially to Professors Jorge Luis Yong and Adonis Romero.

Documents

Negotiating a deal (Telephoning) Prof. E. Garbey Savigne, Cert TEB, MA