Деловая игра Мобильный этикет

Тема занятия

Повторительно-обобщающий урок по теме « Правила деловых переговоров».

Игра "Магия общения" или «Мобильный этикет»

I ВСТУПИТЕЛЬНАЯ ЧАСТЬ

Мудр тот, кто без денег и власти добивается

своих целей в общении с людьми!

Для того чтобы контакты не приводили к конфликтам, не нарушали социальное равновесие, чтобы повседневное общение было гармоничным, приятным и полезным, с древних времен вырабатывались правила этикета.

Более 140 лет назад великий изобретатель Александр Грейам Белл представил широкой публике великое творение — телефон. Очень скоро возник и этикет общения по телефону, который спустя время мало изменился, но остался фундаментом деловых переговоров.

Телефонный этикет — умение кратко, по делу и с уважением донести нужную информацию и получить на нее ответ. Разговаривать по телефону так, чтобы собеседник вас услышал, — это искусство. Следование этикету общения значительно облегчит вашу жизнь, избавит от недопонимания со стороны коллег, клиентов и партнеров, а также поспособствует скорейшему карьерному росту. 

Wise is the one who, without money and power, achieves

his goals in communicating with people!

In order for contacts not to lead to conflicts, not to disrupt social balance, so that everyday communication is harmonious, pleasant and useful, rules of etiquette have been developed since ancient times.

More than 140 years ago, the great inventor Alexander Graham Bell presented to the general public a great creation — the telephone. Very soon, the etiquette of communication by phone arose, which after a while changed a little, but remained the foundation of business negotiations.

II СЦЕНКИ «ДЕЛОВАЯ БЕСЕДА ПО ТЕЛЕФОНУ».

1

-Hello! This is “Red Dragon”. How can I help you?

-Hello! I would like to reserve a table for today at 8 pm.

– I am terribly sorry, madam, but for today it is all full.

-What about tomorrow?

-Yes, it is possible. Tomorrow at 8 pm?

-That’s right

-Very well. Could you please tell me your full name?

-Karen Bennett.

-And for how many people?

-For ten people

-Will you need a birthday cake?

-No, thank you, it’s just a business meeting.

-No problem. All right, tomorrow, 10th of August a reservation at 8 pm for ten people. Please do not be late.

-Thank you very much. Good bye.

-Good bye.

2

-Hello! Is this the “Northern Hotel”?

-Hello, sir. Yes, how can I help you?

-I would like to book a room in your hotel. Is it possible?

-Of course. What date? How long are you going to stay?

-From 8th till 14th of April.

-Perfect. Would you like a single or a double room?

-A double room, please. I am travelling with my wife.

-With a view on the mountains or on the sea?

-On the mountains, please.

-All right. We happen to have a couple of available rooms with the view on the mountains. --Could you please tell me your name and your phone number?

-Jason Lee. And my number is +56 7899002319.

-Ok, thank you. Wait a second… Your booking number is 432568.

-Should I pay in advance?

-No, you can pay after you arrive in the hotel. Also, in case you have to cancel, it is free as well.

-That’s great, thank you! Good bye!

-Good bye.

3

-Company C. Polina’s speaking. How may I help you?

-Hello. Could I speak to David Willson, please?

-Who’s calling, please?

-It’s George Smith.

-Can I ask what it’s about?

-The reason I’m calling is to confirm my appointment.

-Hold on a moment please, I’ll put you through.

-I’m sorry, I’m afraid he is not available right now. Can I take a message?

-Ask him to call me back, please.

-Can you leave your telephone number, please?

-Sure. It’s 861-866-482-7470 00:01:06,369

-Ok, he will call you back as soon as possible

-Thank you

-Thank you for your call. Good bye!

-Good bye!

4

-Hello, It’s Polina, 4LANG. Can I talk to Mr. Smith, please?

-Hello! George Smith’s speaking

-Hello, Mr. Smith! I’m calling to confirm our appointment at 3:30 tomorrow, at China Plaza .

-I’m sorry, I have a schedule conflict. Is there any possibility to postpone it?

-Ok, You want to put it off. What time is suitable for you?

-How about 5 pm? Will it work for you?

-5pm? Ok, let me check my diary. Yes, 5pm is very good for me, its very suitable time, I’m available. It’s ok.

-Great! If you need to change the time, feel free to call me on my cell phone .

-Very well! So, see you tomorrow at 5pm, at China Plaza restaurant.

-See you tomorrow .

-Have a nice day! Good bye!

5

Ramya : Hello, I’d like to visit Pitchavaram on 15th August.
Receptionist : Would you like to have accommodation here.
Ramya : Yes.
Receptionist : Would you like a single room or a double room to be booked?
Ramya : I would rather have a double room booked. I would like to stay for two days. I would like to go boating in the lake in the mangrove forest there.
Receptionist : Which would you prefer, a rowing boat or a mechanised one?
Ramya : I’d prefer a rowing boat.
Receptionist : That’s fine. We’d arrange for the room and for boating.

6

Mr. Smith (Secretary): Hello, Diamonds Galore, this is Peter speaking. How may I be of help to you today?

Ms. Anderson: Yes, this is Ms. Janice Anderson calling. May I speak to Mr. Franks, please?

Mr. Smith: I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?

Ms. Anderson: Uhm...actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you?

Mr. Smith: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions...

Ms. Anderson: Great, I'd love to see this problem resolved as quickly as possible.

Mr. Smith: Well, we still haven't received the shipment of earrings that was supposed to arrive last Tuesday.

Ms. Anderson: Yes, I'm terribly sorry about that. In the meantime В то же время, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning.

Mr. Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that.

Ms. Anderson: Yes, the shipment was delayed from France. We weren't able to send it along until this morning.

Mr. Smith: I see. Mr. Franks also wanted to schedule a meeting with you later this week.

Ms. Anderson: Certainly, what is he doing on Thursday afternoon?

Mr. Smith: I'm afraid he's meeting with some clients out of town. How about Thursday morning?

Ms. Anderson: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?

Mr. Smith: No, it looks like he's free then.

Ms. Anderson: Great, should I come by at 9?

Mr. Smith: Well, he usually holds a staff meeting at 9. It only lasts a half-hour or so. How about 10?

Ms. Anderson: Yes, 10 would be great.

Mr. Smith: OK, I'll schedule that. Ms. Anderson at 10, Friday Morning...Is there anything else I can help you with?

Ms. Anderson: No, I think that's everything. Thank you for your help...Goodbye.

Mr. Smith: Goodbye.

7

Mr. Archer: Good afternoon, Mr. Bloom. How are you doing?   

Mr: Bloom: Good afternoon, Mr.Archer. I'm fine, thank you. And how are you?    

Mr. Archer: I'm very well. I was hoping we can discuss our latest issue today.   

Mr: Bloom: Yes, of course, with pleasure. Let's get down straight to business.    

Mr. Archer: So, speaking about the rates for the euro, they seem to be changing every day. That's why it's hard to appoint the final price for the goods.    

Mr: Bloom: I understand that, Mr. Archer. For that reason I've asked our accountant to make some corrections. Here is the latest pricelist. Have a look at it, please. If you'd like to make some changes, we'll gladly consider them.

Mr. Archer: Let me see. This price for each box seems to be fair. We are ready to pay the total amount. And, we will also cover all the delivery expenses. . Is there anything else we should discuss today?

   

Mr: Bloom: Just a couple of more issues. We've typed the new conditions of our contract, including the new prices. Can you have a look and make sure everything suits you?   

Mr. Archer: Let me see. I have no objections. The contract is all the same, just the prices were adjusted. When do you want me to sign it?    

Mr: Bloom: Today, if possible. I'm leaving tomorrow, so I need a signed copy of this contract.    

Mr. Archer: I see. I'll sign it a bit later today. I need to show it to my lawyer as well. My secretary will hand it to you personally.    

Mr: Bloom: That will do. Thanks for having me at your headquarters. It's my pleasure to conduct business with you.    

Mr. Archer: You're welcome anytime, Mr. Bloom. Have a rest now and enjoy your stay in San-Fransisco.   

Mr: Bloom: Thank you, Mr. Archer for your hospitality.

III ИГРА ПО СТАНЦИЯМ.

Станция 1. Правила общения по телефону.

Заполните пропуски.

1. Answer a call within ____rings.

2. Immediately ______yourself.

3. Speak_____.

4. Only use ______when necessary.

5. Actively listen, and take______.

6. Use _____language.

7. Remain_______.

8. Ask before putting someone on hold or _______a call.

9. Be ______if you don't know the answer.

10. Be mindful of your_______.

11. Check for and respond to______.

Ответы

1. Three

2. Introduce

3. Clearly

4. Speakerphone

5. Notes

6. Proper

7. Cheerful

8. Transferring

9. Honest

10. Volume

11. Voicemails

Станция 2. Ведение деловых телефонных переговоров.

Соотнесите вопросы с ответами.

Ответы

1. Whom can you negotiate with?

2. What qualities does a good negotiator have?

3. What is the secret of good negotiations?

4. What can we answer instead of ‘no’?

5. What verbs can we use for successful negotiations?

6. What other words can we use?

7. What does it mean ‘to use positive vocabulary’?

8. What other aspects of conducting negotiations do you know?

1. «We reject your offer» and «I’m afraid at this point we would be unable to accept you offer»

2. They can bargain easily and they can always get other people to do what they need.

3. a little, a few, rather, quite.

4. in the right words

5. behavior and body language

6. with you colleagues, with your friends, with other people.

7. modal

8. Say «It’s not very good» instead of «It’s bad»

Ответы 1f 2b 3d 4a 5g 6c 7h

1. Whom can you negotiate with? with you colleagues, with your friends, with other people.

2. What qualities does a good negotiator have? They can bargain easily and they can always get other people to do what they need.

3. What is the secret of good negotiations? in the right words.

4. What can we answer instead of ‘no’? «We reject your offer» and «I’m afraid at this point we would be unable to accept you offer».

5. What verbs can we use for successful negotiations? modal

6. What other words can we use? a little, a few, rather, quite.

7. What does it mean ‘to use positive vocabulary’? Say «It’s not very good» instead of «It’s bad».

8. What other aspects of conducting negotiations do you know? behavior and body language

Станция3. Техника ведения деловых переговоров.

Какие из этих стратегий не относятся к деловым переговорам.

1. Keep the negotiations professional and courteous.  

2. Be a difficult or abusive personality.  

3. Always draft the first version of the agreement.

4. Try to concede during negotiations. 

5. Never walk away. 

6. Keep in mind that time is the enemy of many deals. 

7. Don’t fixate on the deal in front of you and ignore alternatives. 

8. Discuss only one issue.

9. Never accept the first offer. 

10. Ask the right questions. 

Ответы 2 4 5 8

Станция 4. Правила общения по телефону в деловой сфере.

Ответьте на вопросы.

1. What stupid questions can you ask?

2. What kind of plans can you prepare in advance?

3. What is the telephone time of business conversations?

4. At what time of the day mustn’t you make calls?

5. Who should call if your telephone conversation has been interrupted due to a disconnection?

6. How quick should you answer the phone?

7. Why should all materials be at hand?

8. What should you avoid and why?

9. What should we use for non-working time?

10. How should you end the conversation?

Ответы

1. What stupid questions can you ask? “What is your number?” Or “it’s that is it …? ».

2. What kind of plans can you prepare in advance? You can use a graphical, textual or schematic conversation plan.

3. What is the telephone time of business conversations? The average time should not be more than 3 minutes.

4. At what time of the day mustn’t you make calls? Never make calls early in the morning, at lunchtime or at the end of a day’s work.

5. Who should call if your telephone conversation has been interrupted due to a disconnection? should call you , because you called first.

6. How should you end the conversation? After the conversation, do not forget to thank for the call or new information.

7. How quick should you answer the phone? Answer the phone call no later than 3 beeps – this is the etiquette of a business telephone conversation.

8. Why should all materials be at hand? This will help to avoid unnecessary stress in the workplace and increase your competence in the eyes of clients and superiors.

9. What should you avoid and why? Avoid parallel communication .

10. What should we use for non-working time? Use an answering machine for non-working time or for a large number of calls.

Станция 5 . Каких выражений следует избегать при деловой беседе по телефону.

Замените неподходящие фразы на подходящие.

1. No

2. We can't //Call back// There is nobody here // All are in the canteen

3. You must

4. I don't know//I'm not responsible for it//It's not my fault

5. Am I distracting you? Can I take off your time?

6. Who am I talking to now? What do you want?

Ответы

1. No -We will meet you halfway and replace the product, but it is impossible to return the money.

2. We can't //Call back// There is nobody here // All are in the canteen – Would you please call back later. I’m afraid he is not available at the moment. Will you leave a message?

3. You must - It makes sense for you to...

4. I don't know//I'm not responsible for it//It's not my fault - Interesting question// Can I clarify this for you

5. Am I distracting you? Can I take off your time? - Do you have a minute? // Can you talk now?

6. Who am I talking to now? What do you want?-How can I help you?

IV УБЕЖДАЮЩАЯ КОММУНИКАЦИЯ».

Группа делится на команды по 3 человека. На подготовку каждой команде дается 20-30 минут, Членам команд даются следующие задание. Первый член команды представляет интересы начальника компьютерного обеспечения компании «Глобал», второй - менеджера по сбыту компании «Апельсин», которая занимается поставками компьютеров. Третий –секретарь.

Начальнику компьютерного обеспечения нужно во время переговоров договориться о поставке новых компьютеров, которые помогут в значительной мере увеличить объемы выполняемых работ и получить новую клиентскую базу. Но на данный момент вы не можете заплатить за такую партию компьютеров в ближайшие 2 месяца и, кроме этого, вы слышали, что будет повышение цен на компьютерную технику последних моделей. Чтобы достигнуть нужных вам договоренностей вы решили сделать намек на то, что возможно смените партнера (но не собираетесь делать этого на самом деле). Вы хотите получить 15 компьютеров по три для разных отделов, Менеджеру по продажам компании «Апельсин» нужно провести переговоры на условиях, что цены на компьютеры, которые нужны «Глобал» повышены на 10 % и ваш руководитель дал четкое указание, что все заключенные сделки должны быть оплачены иначе у вас не будет премии за год. Составить полилог 20 реплик.

Задание оценивается по 5-бальной системе. Учитываются соблюдение правил деловых телефонных переговоров, использование правильной лексики, отсутствие пауз, использование выражений повышенной сложности.

V ЗАВЕРШЕНИЕ УРОКА.

Следование этикету мобильного общения значительно облегчит вашу жизнь, избавит от недопонимания со стороны коллег, клиентов и партнеров, а также поспособствует скорейшему карьерному росту. 

Telephone etiquette is the ability to briefly, to the point and respectfully convey the necessary information and get an answer to it. Talking on the phone so that the other person hears you is an art. Following the etiquette of communication will greatly facilitate your life, eliminate misunderstandings from colleagues, clients and partners, and also contribute to early career growth.