PAPER

Unfortunately There's a Problem on the Telephone

English and Communication Business

(Dosen Pengampu : Choms Gary Sibarani, M.Si, Ak, CA)

GROUP 5

 FEBRIANI LARASATI
 LISNA DENITA LIMBONG
KELAS : A REGULER

PROGRAM STUDI PENDIDIKAN AKUNTANSI

FAKULTAS EKONOMI

UNIVERSITAS NEGERI MEDAN

2018

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 FOREWORD

Praise and gratitude we pray to the presence of God Almighty because

of His blessings and grace I am able to complete the task of this paper from
the book english of business communication and our gratitude to convey to
the Mr. Choms Gary Sibarani, M.Si, Ak, CA as a lecturer who has given
this task to us and who has guided us during this work, and our thanks to other
parties who have contributed both material and thought .

Hopefully this Paper Report can add to the knowledge and insight of
the reader, we realize there are still many shortcomings contained in the
preparation of this Report Paper . Therefore, we expect constructive advice
and criticism from readers to improve this report in the future.

Medan, March 14, 2018

Group 5

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 DAFTAR ISI

No table of contents entries found.

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 CHAPTER I

PRELIMINARY

A. Background
Communication is a process of delivering and receiving messages or
information between two or more people in the hope of a positive influence
or a certain expected effect. Communication is perception and appreciation.
The fierce competition in the business world certainly desperately needs a
company that can handle it in a variety of challenging situations. All
businesses also need all the information that is very actual, fast and reliable,
which can all the problems can only be solved through Information and
Communication Technology (ICT).

Telephone As a medium of Business Communication Initially,

communication in the business world is done by using a communication
device called a telephone, where with this tool the business people can convey
information and communicate with other parties in order to run the business.

B. Formulation of the problem

1. What is cross-cultural comunication on the telephone?

2. Bagainama problem solving on the phone?
3. What are complaints?
C. Aim
1. Students know how to communicate in the phone properly and
correctly
2. Students know how to solve problems during a call
3. Know how to solve problems or complaints in business in
communicating on the phone

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 CHAPTER II

DISCUSSION

5.1 Cross-cultural communication on the telephone (2)

In some countries, such as Italy and the UK, conversation is a form of

entertainment. There is an endless stream of talk and if you stop the flow for
the other two people will take it. In other countries there is a higher value
placed on hearing - not only difficult to break but the listener will consider
what has been said in silence before responding. Finland and J epang are
examples.

If you talk to people who also practice English as a foreign language,

chances are they will leave gaps and silence as they search for words or try to
understand what you just said. So be patient and try not to interrupt, because
you will hope they will be patient with you.

Each country has its own code of ethics. For example, it is common
for North Americans and English to use first names very quickly, even in
letters or faxes or phones. Such instant familiarity is much more unacceptable
across Europe and Asia where even business associates and colleagues of
acquaintances for many years are in touch with each other as Mr and Mrs and
the surname.

So hold on to your last name unless you specifically agree to do

otherwise. Do not interpret other people's formalities as rigidity or
ignorance. On the other hand, if a business partner with a North American or
English background immediately gets a first name term , do not be surprised.

Most importantly, one should remember that people usually do not

mind if their code is broken down by strangers provided they feel their
judgment and goodwill. This is much more important than aset of etiquette
rules.

a) For Englishmen and Italians it is common to disturb other

speakers during the conversation.
b) It is especially important to listen in Japanese and Finnish cultures.
c) Someone should interrupt and try to help speakers who may have
difficulty in saying what they want to say. It is not unusual for

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 Americans and English to use first names at the beginning of a
business relationship.
d) It does not matter if you violate certain social rules if it is clear that
you are sensitive to others.
e) Etiquette is a critical point in using telephones between different
cultures.

Example: a video

5.2 Problem Solving on The Telephone

Bad line on behavior.

What drives you to lose your temper on the phone? Being kept waiting, being
connected to voice mail or being passed on to someone else are all common
flashpoints. But what infuriates people most of all is talking to someone who
sounds inattentive, unconcerned, according to a survey published today.

The study by Reed Employment Services, a recruitment company, found that

nearly two-thirds of the people feel that "phone rage" - people losing their
temper on the phone - has become more common over the past five years.

The reasons for this are threefold, according to Reed. People are much more
likely to express anger over the phone, rather than in writing or face-to-face.

Increasing numbers of transactions take place entirely by phone, from

arranging insurance to paying bills. In addition, people's expectations have
risen. Nearly three-quarters of the respondents to the Reed survey said that
they were confident that they could be five years old.

Companies are taking steps to improve their staff's telephone answering

techniques. The survey found that 70 per cent of the organization require their
staff to answer the telephone with a formal company greeting. In 43 percent
of organizations, staff have to give their own names when they answer the
telephone.

But a third of the organizations do not give any training, or they train only
their receptionists. That may not be enough, the report says.

As companies move towards "remote working" the need for the right tone of
the voice extends to every level of the organization.

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(from the "Financial Times")

AFTER READING.

Task 1. Discuss ways of improving employees' telephone skills.

(To be more effective, do ask-answer tasks.)

Task 2. Write some guidelines on using the telephone at work.

(eg "Always give your name".)

Task 3. Read the telephone conversations below. Which of these adjectives

best

describes the person who receives the call.

inefficient impatient aggressive bored unhelpful

Conversation 1. ............... ...

A: Yes?

B: Could I speak to Mr. Smith?

A: Er ... I do not know, I think he's out.

B: Do you know when he'll be back?

A: Well, I'm not sure. You could maybe try tomorrow.

Conversation 2. ............... ...

A: Hello. Is that Janet, Bill's secretary?

B: Yes, that's right.

A: It's John Blake. I'm just phoning to give him an invoice number.

B: Yeah. What is it?

A: Oh, let me see, where is it? I've got to have it here somewhere.

B: Look, phone me back when you find it. I'm rather busy now.

Conversation 3. ............... ...

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A: Hello. I'd like to speak to Bob Gratham.

B: He's not here.

A: Could you tell me when he'll be back?

B: Later this afternoon.

A: Well, can you take a message for me?

B: Sorry, I do not have time. I'll have to ring off, I'm going to lunch.

Conversation 4. ............... ...

A: Hello, it's Susan here. I'm just phoning to check my appointment with

Chris tomorrow.

B: Yeah?

A: Could you look it up for me?

B: Oh, I do not know ... where's the diary? Yes, got it. So, it was the 16 th ,

A: No, the 18 th .

B: No, I can not find anything. I did not write it down.

Conversation 5.. ............... ...

A: Hell Bilk Ltd.

B: Hello, this is Jack Johnson. I'm phoning about the delivery. Has it arrived
jet?

A: No, it has not. We've been waiting for a week. It still is not here yet.

B: I'm really sorry about that.

A: We've been waiting for too long. It's not good enough. You're wasting our
time.

B: Oh, I'm sure your order will be ....

Task 4. Answer these questions about the business call below.

1. Is the conversation grammatically correct?

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2. Is the conversation appropriate?

3. How can you improve it?

Person receiving the call Caller

(1) Yes?

(2) Give me Donna Weston.

(3) She's not here.

(4) Well, take a message. It's Eva Wartanowicz.

Tell her to phone me back later this afternoon

(5) What's your name again?

(6) Wartanowicz.

(7) OK, and your number?

(8) It's 01863-483-2189.

(9) OK, I'll tell her.

(10) Bye.

(11) Bye.

Task 5. It is important to show interest and understanding when dealing with

people on the phone.

Look at the expressions 1 - 6 and match them with functions a) to f)

1. OK / Right / Uh-huh ...... a) You are listening.

2. That must have been

very difficult for you. ... .. b) You understand.

3. I've got that. ... .. c) You are surprised

4. I see. ... .. d) You sympathize with the person

5. Is that acceptable / OK? ... .. e) You have the information

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6. Really? ... .. f) Check that the caller agrees.

USEFUL LANGUAGE.

Answering the phone. Hello, John Smith speaking ...

Good morning. Datatech Ltd.

Stating your purpose. I'm calling about your invoice.

I'm returning his call.

The reason I'm calling is ...

Making contact. I'd like to speak to ...

Could I have the sales department

please?

Checking Could you spell that?

Can I read that back you?

Messages Would you like to leave a message?

Can I leave a message?

Asking for information. Could I have your name?

Can I take your number?

Identifying yourself This is ...

My name's Julio Blanco.

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 Showing understanding Right.

OK. That's fine.

Making excuses. I'm sorry, he's out, he's in a meeting.

I'm afraid she's not available.

Ending a call Thanks for your help. Goodbye.

Thanks for calling.

Promising action. I'll make sure he gets the message.

I'll tell her when she gets back.

5.3 Complaint

Complaints or complaint often occur in our lives. Complaints usually

appear to express dissatisfaction with the service. For example, when we at
the hotel to get services that are not in accordance with the standards that
cause us to complain or complain. Or when we're at a restaurant. There is a
mistake in serving the food. As a customer or customer we have the right to
submit a complaint or protest.

But before we learn the phrases in complaint or complaint in English.

Expression of complaint

I really have to object to ...

(I really do mind ...)

I have to say that this service is not like what I expected

(I should say that his ministry is not what I expected)

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Can you call your manager? I need to talk about my complaining on ..

(Can you call the manager? I want to express a complaint on ..)

I am afraid of telling my complaint about this

(Sorry, I have to file a complaint about ...)

I am not fond of telling this, but ...

(I really do not li to tell this issue, but ...)

I want to make a complaint about your hotel service ..

(I would like to make a complaint about the service of this hotel)

Example English Conversation Expressing Complaint (Complaints)

The Dani el clasico vacation in Bali is a 5 star hotel. How ever when
Dani bath, it turns out there is no hot water. In addition there are other sloak
towels that are still hanging there. Dani also filed a complaint with the hotel
clerk.

A: Officer

B: Dani

A: Good afternoon. What can I do for you, sir?

B: I am sorry, but I have to tell about this. I want to complain about this hotel
service. I want to take a bath. But there is no automatic hot water in the
bathup. And there is an old towel left. Will you fix these for me, please?

A: I am really sorry. Let me call the office boy to deal with it. While waiting
this. We offer you to have a lunch for free. Do you mind, sir?

B: Ok. Thanks

A: My pleasure, sir.

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 CHAPTER III

CLOSING

A. Conclusion
Communication is a process of delivering and receiving messages or
information between two or more people in the hope of a positive influence
or a certain expected effect. Communication is perception and appreciation.
The fierce competition in the business world certainly desperately needs a
company that can handle it in a variety of challenging situations. All
businesses also need all the information that is very actual, fast and reliable,
which can all the problems can only be solved through Information and
Communication Technology (ICT).

Telephone As a medium of Business Communication Initially,

communication in the business world is done by using a communication
device called a telephone, where with this tool the business people can convey
information and communicate with other parties in order to run the business.

B. Suggestion

With the adoption of differences in customs in various countries many

ways that can be done when doing business communication using the
phone.perbadaan this culture that should be able to increase our insight
about the culture that exists in a country.

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 BIBLIOGRAPHY

Grant, JS, Elliott, T., Weaver, M., Bartolucci, A., & Giger, J. (2002). A
telephone intervention with family caregivers of stroke survivors after
hospital discharge. Stroke , 33, 2060-2065.

Grant, JS, Elliott, T., Giger, J., & Bartolucci, A. (2001). Social problem-
solving telephone partnerships with family caregivers of persons with
stroke. International Journal of Rehabilitation Research , 24 (3), 181-189.

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