LANGUAGE FOCUS: SPEAKING ON THE PHONE
Date: 2015-10-07; view: 421.
ACQUIRING BUSINESS COMMUNICATION SKILLS
Phoning scenario
Fill in the blanks with words from the topical vocabulary.
Explain the difference between the words or phrases in each of the following pairs.
· helpline and hotline
· mobile phone and cordless phone
· videoconferencing and conferencing
You want to phone someone in a company. You pick up the ______. You hear the _____ tone and ______ the number on the keypad. You don't know the person's direct line number, so you dial the number of the company's _______. One of these things happens:
a The number rings but no one answers.
b You hear the engaged tone (BrE)/busy tone (AmE) because the other person is already talking on the phone. You ______ and try again later.
c You get _______, but not to the number you wanted. The person who answers says you've got the _______ number.
d The operator answers. You ask for the extension of the person you want to speak to.
e You are ______through to the wrong extension. The person offers to transfer you to the right _______, but you are cut off - the call ends.
f The person you want to speak to is not at their desk and you leave a message on their _______. You ask them to ________ you back or to return your call.
TELEPHONING LANGUAGE
| Making contact | Identifying yourself | Stating your purpose | Responding | Closing |
| - Hello/Good morning, Erika Halze speaking, Madison Ltd. - I'd like to speak to Anna Schilling, please. Could I have the sales department, please? / Could I speak to the personal manager, please? | This is/My name's Martha Blanco. Martha Blanco is speaking. | I'm calling about … The reason I'm calling is … Could I leave a message? Could you tell Mr. Placer that…? May/Can I take a message? | I'm rather tied up at the moment. Could you cal back later? That's fine/ OK for me. Sorry, I can't… No problem. I'm afraid he/she isn't at his/her desk/ isn't in the office. Who's calling, please? Would you like to leave a message? I'll ask him/her to call you. | Right. /OK then. Thank you. Goodbye. Good. So, I'll see you … Nice talking to you. We'll be in touch soon. Thanks for calling/phoning. |
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| Rules of Etiquette for Phone Skills | | | Read the following voice mail. Write down a message for the manager of Blue Horizon, Carla Davis. |