Telefoniranje = Telephoning
Iako nam možda telefoniranje djeluje kao prilično jednostavna stvar, s druge nam strane nerijetko predstavlja priličan izazov ili u nama izaziva osjećaj nelagode. U radnoj okolini može telefonska komunikacija zbog tempa posla i različitih čimbenika koji nas ometaju već sama po sebi biti zahtjevna, a ako k tome još dodamo i nedovoljno znanje engleskog jezika u telefonskim kontaktima sa stranim partnerima, takva komunikacija može biti iznimno naporna i stresna. Glavnu krivicu za to možemo prije svega pripisati činjenici, da osobu s kojom razgovaramo telefonom ne vidimo i zbog takvog nedostatka vizualne komunikacije je telefoniranje vrlo specifična situacija, koja od nas zahtjeva veću pozornost i praksu.
Dobra i uspješna telefonska komunikacija je jedan od prioriteta svih onih koji su u okviru svog posla u dodiru s inozemstvom. Zbog toga vam u ovom poglavlju/dijelu predstavljamo korisne fraze i riječi (zajedno s njihovim prijevodima) koje se odnose na telefoniranje i koji će vam pomoći pri samoj telefonskoj komunikaciji. Ovo poglavlje pokriva i različite vrste telefonskih brojeva te izgovor pojedinih glasova i brojeva. Na kraju poglavlja naći ćete i brojne zadatke.
Objašnjenja i zadaci će vam također omogućiti da u telefonskim razgovorima sa stranim poslovnim partnerima ostavite pozitivan dojam.
1. PRONOUNCIATION OF THE LETTERS = IZGOVOR GLASOVA
A [eı]
B [bi
C [si]
D [di]
E [i]
F [ef]
G [dʒi]
H [eıtʃ]
I [aı]
J [dʒeı]
K [keı]
L [el]
M [em]
N [en]
O [əʊ]
P [pi]
Q [kju]
R [ɑ(r)]
S [es]
T [ti]
U [ju]
V [vi]
W [dʌblju]
X [eks]
Y [wɑı]
Z [zed] AmE [zı]
2. READING THE NUMBERS = ČITANJE TELEFONSKIH BROJEVA
- Svaki broj izgovaramo posebno: 398621 = three-nine-eight-six-two-one
- Broj 0 izgovara se zero ili možemo upotrijebiti izraz koji se izgovara [ou], a piše oh: 697450 = six-nine-seven-four-five-zero/oh
- Kod duplih brojeva koristimo izraz double: 0044-562-4467-9864 = double-oh-double four, five-six-two, double four-six-seven, nine-eight-six-four
3. DIFFERENT KINDS OF TELEPHONE NUMBERS = RAZLIČITE VRSTE TELEFONSKIH BROJEVA
- direct phone number = direktan
- home phone number = kućni
- fixed phone number = fiksni
- extension number = interni/direktan
- mobile (cell) phone number = mobilni
- office phone number = službeni
4. USEFUL VOCABULARY = KORISTAN VOKABULAR
- answering machine/answerphone(BrE) = automatska sekretarica
- switchboard, exchange = centrala
- directory enquiries = informacije
- call = poziv
- emergency call = poziv u nuždi
- international exit code = kod 00 za pozive u inozemstvo
- area code = kod pojedinog grada/regije (pozivni broj za gradove)
- long-distance phone call = međugradski/međudržavni poziv
- mobile/cell phone = mobilni telefon
- country code = nacionalni kod države
- to hang up = spustiti slušalicu
- dialling code =pozivni broj za države
- to call/ to (tele)phone/to ring someone up (BrE)/to call someone up (AmE)/ to ring (BrE)/ to call up someone (AmE)/to give somebody a call/ to give someone a ring (BrE) = nazvati
- connection = signal
- to take a call = primiti poziv
- helpline = tel.linija za pomoć na određenom področju
- telephone = telefon
- pay phone/public phone/coin phone/card phone = telefon na kovanice/karticu
- telephonist, operator = telefonist(-ica)
- (tele)phone box, call box, phone booth(AmE) = telefonska govornica
- (tele)phone card = telefonska kartica
- telephone line = telefonska linija
- receiver/handset(BrE) = telefonska slušalica
- (tele)phone number = telefonska broj
- (tele)phone book/(tele)phone directory = telefonski imenik
- engaged/busy(AmE) line = zauzeta linija
- dialling tone = znak za pozivanje
- engaged tone/busy signal(AmE) = znak za zauzetu liniju
- ringing = zvonjava
5. USEFUL PHRASES = KORISNE FRAZE
5.1. MAKING A CALL/OPENING A CALL = POZIVANJE
5.1.1. Identifying yourself = Predstavljamo se
- This is Ivan Ivić from Podravka. / It’s Ivan Ivić (from) Podravka.= Ovdje Ivan Ivić iz poduzeća Podravka.
- This is Mr Babić’s office (This is the office of Mr Babić).= Ovo je ured gospodina Babića.
5.1.2. Explaining the reason for calling = Objasnimo razlog pozivanja
- I’m calling you about… = Zovem vas u vezi…
- I wanted to ask about…= Želio/Željela sam vas pitati o…
- I have a question… = Imam jedno pitanje…
- Are you the right person to ask? = Mogu li vas pitati?
5.1.3. Getting through to the right person/department = Tražimo određenu osobu/odjel
- Can/Could I speak to Mr Smith, please?= Molim vas, mogu li razgovarati s gospodinom Smithom?
- Can/Could I speak with the office of Mr Smith, please? = Mogu li razgovarati s uredom gospodina Smitha?
- Can/Could you connect me with Mr Smith? / Could you put me through to Mr Smith, please? = Možete li me spojiti s gospodinom Smithom?
- Can I speak to (someone in) Marketing? = Mogu li razgovarati s nekim iz marketinga/ s marketingom?
- Can I speak to someone who is in charge of these matters? = Mogu li razgovarati s osobom koja je zadužena za ta pitanja?
- Can I speak to Ms…? I’m sorry. I have forgotten her name. = Mogu li razgovarati s gospođom… Zaboravio(-la) sam joj ime.
- Is Martin there? = Je li Martin ondje?
5.2. TAKING A CALL = ODGOVARANJE NA POZIV
5.2.1. Identifying yourself = Predstavljanje
Podravka. Anica speaking. / B&S. Maja Vidmar speaking. How can I help you? = Dobili ste Podravku. S vama je Anica. /…/ Kako vam mogu pomoći?
- Who’s calling, please? = Oprostite, tko zove?
- Can you repeat, please? = Molim vas, možete li ponoviti?
- Can you spell your name, please? = Možete li sricati svoje ime?
5.2.2. Transferring a call = Prespajamo poziv
- Just a moment, I’ll put you through. /Just a moment I’ll connect you.= Samo trenutak, prespojit ću vas.
- I’m sorry, the line is (still) busy. / I’m sorry the line is (still) engaged. = Žao mi je, ali linija je (još uvijek) zauzeta.
- I’m sorry, nobody’s there. / I’m afraid there’s no answer. = Žao mi je, ali nitko se ne javlja.
- Would you like to hold or shall I ask him/her to call you back? = Hoćete li sačekati ili da vas gospodin/gospođa nazove?
- Can you hold on a moment, please?= Molim vas, sačekajte trenutak.
5.2.3. The person we are calling is not available = Osoba koju zovemo je nedostupna
- I’m sorry, Mr Vidmar can’t take your call at the moment.= Gospodin Vidmar trenutno ne može primiti vaš poziv.
- I’m sorry, Mr Vidmar isn’t in the office today. = Gospodin Vidmar danas nije u uredu.
- I’m afraid Mr Vidmar in unavailable at the moment. = Gospodin Vidmar je trenutno nedostupan.
- Mr Vidmar is on another line/in a meeting/on a business trip. = Gospodin Vidmar je na drugoj liniji/na sastanku/na poslovnom putovanju.
- Mr Vidmar is out of office today. Mr Kovač is available instead. = Gospodin Vidmar je danas odsutan. Zamjenjuje ga gospodin Kovač.
- Mr Vidmar is busy at the moment. He’ll call you back. = Gospodin Vidmar je trenutno zauzet. Poručuje vam da će vas nazvati kasnije.
- Mr Vidmar is with a customer/client. Can I take a message? /Would you like to leave a message?/Would you like to call later? = Gospodin Vidmar ima stranku. Mogu li preuzeti poruku? /Hoćete li ostaviti kakvu poruku za njega? /Možete li ga nazvati kasnije?
5.3. LETTING SOMEONE KNOW WE WILL CALL BACK = KAKO JAVLJAMO DA ĆEMO OSOBU KASNIJE NAZVATI
- Sorry. I’m really busy at the moment. Can I call you back later/in twenty minutes? = Oprostite. Trenutno sam vrlo zaposlen(a). Mogu li vas nazvati kasnije/za dvadeset minuta?
- I’m talking to someone on the other line. = Trenutno razgovaram s nekim na drugoj liniji.
- I think I have your number, but can you give it to me just in case? = Mislim da imam tvoj broj, ali možeš li mi ga reći za svaki slučaj.
5.4. RETURNING A CALL = POZIVAMO KASNIJE
- I’m returning your call from yesterday. = Zovem vas, jer ste me jučer zvali.
- I’m calling you because you left a message on my answering machine. = Zovem vas, jer ste mi ostavili poruku na sekretarici.
5.5. ENDING A CALL = ZAVRŠAVAMO POZIV
- Thank you very much for calling. –You’re welcome. = Hvala vam lijepa na pozivu. – Molim.
- Let me know if there’s anything else I can do for you. –I will. = Recite, mogu li još što učiniti za vas. – Hoću.
- I think that’s it.= Mislim da je to sve.
- Speak to you later. Goodbye.= Čujemo se kasnije. Doviđenja.
5.6. COMMUNICATION PROBLEMS = PROBLEMI S VEZOM
- I’m sorry we got cut off. I was saying… = Oprostite. Veza je prekinula. Govorio/govorila sam o…
- This is a really bad line. Can you call again, please?= Veza je vrlo slaba. Možete li nazvati kasnije?
- I’m sorry, could you speak up a bit, please?/Could you speak a little bit more slowly, please? = Možete li govoriti malo glasnije/sporije?
- Could you repeat that, please? = Molim vas, možete li ponoviti?
- Could you spell that for me, please? = Možete li mi to sricati, molim vas?
- I’m sorry, I didn’t catch that. = Žao mi je, nisam čuo(-la) što ste rekli.
5.7. TAKING AND LEAVING A MESSAGE = PREUZIMANJE I OSTAVLJANJE PORUKE
- Can I take a message? = Mogu li mu/joj što poručiti?
- Would you like to leave a message? = Želite li ostaviti poruku?
- I’ll make sure he/she gets your message. = Svakako ću mu/joj prenijeti vašu poruku.
- Does she/he have your phone number?= Ima li on(-a) vaš broj telefona?
- Shall I ask him/her to call you back?= Mogu li mu poručitim da vas nazove kasnije?
- Could you ask him/her to call me back? My name is Majda Horvat. I’m calling from Katarina Line. My phone number is… = Možete li mu/joj reći da me nazove. Moje ime je Majda Horvat. Zovem iz Katarina Linea. Moj broj telefona je…
5.8. MESSAGES ON ANSWERING MACHINES = SNIMLJENE PORUKE NA AUTOMATSKIM SEKRETARICAMA
5.8.1. Greetings on answering machines = Pozdravi na sekretarici
- Hello. You’ve reached Katarina Line. Unfortunately, no one is available to take your call at the moment. Our office hours are 9 to 5. Please leave your name and phone number after the beep. We’ll call you as soon as possible.= Pozdrav. Dobili ste Katarina Line. Trenutno nema nikoga, tko bi mogao primiti vaš poziv. Naše radno vrijeme je od 9h do 17h. Molimo vas da nakon zvučnog signala ostavite vaše ime i broj telefona. Nazvat ćemo vas što prije.
- Hello. This is the answering machine of Maja Jerić./ This is Maja Jerić’s voice mail. I’m not available at the moment. Please leave your name and phone number after the beep. I’ll call you as soon as possible. = Pozdrav. Dobili ste govornu poštu Maje Jerić. Trenutno sem nedostupna. Molim vas, da nakon zvučnog signal ostavite svoje ime i broj telefona. Nazvat ćemo vam se što prije.
5.8.2. Leaving a message on an answering machine = Ostavljanje poruke na sekretarici
Hello. This is Ana Horvat calling. I’m calling about the change of the date of our meeting. Would you call me back as soon as possible, please?/Perhaps you can call me back? My phone number is 098081802.= Pozdrav. Ovdje Ana Horvat. Zovem u vezi promjene datuma našeg sastanka. Možete li me molim vas nazvati što prije?/Možete li me nazvati? Moj broj telefona je 098081802.
5.9. MOBILE PHONES = MOBILNI TELEFONI
5.9.1. Answering a call = Primamo poziv
- No, you are not interrupting. What I can I do for you/Go ahead. = Ne, ne smetate. Samo izvolite/ Recite.
- I’m sorry, I can’t talk right now. I’m in a meeting. Can I call you back? = Žao mi je, ali trenutno ne mogu razgovarati. Na sastanku sam. Mogu li vas nazvati kasnije?
- My battery is low so we might get cut off. = Baterija mi je prazna/slaba pa će možda veza prekinuti.
- I’m in the car at the moment. Can I call you later? = Trenutno sam u autu. Mogu li te/vas nazvati kasnije?
- I’m afraid I can’t talk at the moment. Can you send me an SMS?/Can you text me?= Trenutno ne mogu razgovarati. Možete li mi poslati SMS poruku?
- I’m sorry but I’m losing the connection. = Žao mi je, ali imam loš signal.
5.9.2. Opening a call = Pozivamo
- Can you speak? Am I interrupting something? = Možete li razgovarati? Prekidam li što?
- Shall I call you later? = Mogu li vas/te kasnije nazvati?
- Have you got a couple of minutes? = Imaš li nekoliko minuta vremena?
SAMPLE DIALOGS
Dialog 1
TOM: Good afternoon, I’d like to speak with Mrs. Matthews, please.
JIM: I’m afraid she’s out of the office, today. Can I take a message?
TOM: Hmm, I really needed to speak with her. Is anyone else in who knows about my case?
JIM: Can I have your name, ma’am, and I will check. You can also just give me your case number, if you have it handy.
TOM: Of course, are you ready?
JIM: Yes, shoot.
TOM: 105EF3.
JIM: Aha, Mrs. Matthews’ partner is also working on your case. Sadly, though, she’s out of the office today, too.
TOM: I guess you really will have to take a message, then.
JIM: Sorry about that, but I promise one of them will get back to you ASAP.
Dialog 2
TOM: Hello, how can I be of service to you this afternoon?
JIM: Hi there. I’m actually not sure, as I’m returning a missed call I saw on my cell phone from yesterday.
TOM: Can I ask who’s calling please?
JIM: Certainly, Jeff Stone speaking.
TOM: Oh hi, Mr. Stone. We were hoping you’d call back. We have a proposal for you.
JIM: Aha, I wasn’t sure if the call was about business or pleasure.
TOM: Business, business. Can you stay on the line for a second while I fetch my boss? She’s eager to have a word with you.
JIM: For potential customers I have plenty of time.
TOM: Great, glad to hear it! Here you go.
JIM: Thanks!
Dialog 3
TOM: I need to make a call, but my cell phone isn’t working.
JIM: Why don’t you just use your landline?
TOM: Landline… To be honest with you, the company doesn’t even have one. We’re a small firm, so it made more sense just to get everyone cell phones… or so we thought.
JIM: I would lend you my phone, but the battery is dead. Maybe you could use a payphone.
TOM: Yeah, good idea a payphone. But… do they even have those anymore?
JIM: Of course they do. They are actually required by law.
TOM: But I can’t remember seeing one in ages. Do you know where one is?
JIM: To tell you the truth, off the top of my head I have no idea.
TOM: I guess I’ll just look up the location on my phone.
JIM: Didn’t you say your phone wasn’t working?
TOM: Oh yeah… right…
Dialog 4
TOM: Hello, you’ve reached information. What can I do for you today?
JIM: Hi, I’m looking for a number, but I don’t know the exact name of the business.
TOM: No problem, we’ll see if we can’t figure it out. What kind of business is it?
JIM: It’s a small accounting firm, but they deal with big accounts.
TOM: Ok that’s a good start, can you tell me anything else?
JIM: Yes, I know that the name starts with an X. That’s so uncommon, that it’s hard to forget.
TOM: Aha, here we go, looks like Xavier accounting is the right name. Do you have something to write with, I have the number right here.
JIM: Right, Xavier, great. Sure go ahead.
TOM: It’s 555-0606.
JIM: Could you also give me the country code, I’m calling from overseas.
TOM: My pleasure, the country code is +00999.
JIM: Perfect thanks.
Dialog 5
TOM: Secretary! Get me someone from accounting on the phone, please.
JIM: Right away, sir, but what seems to be the problem?
TOM: I’m just reviewing our phone bill from last month.
JIM: Anything out of the ordinary?
TOM: Yes, we seem to have placed an unusually large number of long-distance phone calls.
JIM: Oh yes… that…
TOM: What do you know anything about that?
JIM: Well we did just start working with two new clients; one is abroad and one is on the other side of the company.
TOM: That’s fine, but hasn’t anybody ever heard of Skype or emails? There’s no reason to be paying this much per month for calls.
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