O autorovi 7
Introduction 9
1. kapitola
Getting Started and Ending a Conversation 11
1.1 Calling according to plan 13
1.1.1 Beginning a call 13
1.1.2 Telephone scripts 14
1.2 After the greeting 15
1.2.1 Small talk 19
1.2.2 Getting past the secretary 19
1.2.3 Obtaining information 20
1.3 I beg your pardon? 21
1.4 Connecting people 23
1.5 Answering the phone 24
1.6 Ending a conversation 24
2. kapitola
Typical Situations and How to Deal with Them 29
2.1 Taking and leaving messages 31
2.2 Appointments 32
2.3 Telephone spelling 38
2.4 Taking down names and numbers 41
2.5 Electronic addresses 44
2.6 Answering machine and voice mail 46
2.7 Mobile telephones 49
2.7.1 Recognising mobile numbers 49
3. kapitola
Special Situations 51
3.1 Conference calls 53
3.1.1 Hours for international business calls 60
3.2 International trade 61
3.3 Sales and finances 69
3.4 Travel enquiries 72
3.5 A job interview by telephone 75
4. kapitola
Practical Reference 79
4.1 Intercultural communication 81
4.2 Pronunciation 82
4.2.1 Speech 84
4.3 False friends 85
4.4 Telecommunications terminology 87
4.5 Translated geographical names 88
4.6 Key terms: the company 88
4.6.1 Types of companies 90
4.7 Linguistic differences: UK - USA 93
4.7.1 Spelling differences 93
4.7.2 Different words 94
4.7.3 Grammar differences 95
4.8 Telephone sources on the Internet 96
4.8.1 National telephone numbering plans 96
4.9 Country codes and dialling codes for well-known cities 97
4.10 Official holidays and translations 98
4.10.1 Country-specific holidays 99
4.11 Temperature conversion table 101
4.12 Weights and measures 102
Doporučená literatura 103