LESSON 4: Telephoning

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BUSINESS SKILLS

LESSON 4: TELEPHONING


MANAGING A PHONE CONVERSATION

AIM OF THE LESSON: TO LEARN HOW TO MANAGE A PHONE CALL

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1. WARM-UP

WHAT ARE MANNERS?

WHAT KIND OF MANNERS DO YOU KNOW?

MAKE YOUR OWN MAP OF DIFFERENT TYPES OF MANNERS.

MANNERS
Click here, to see the key!

SUGGESTED ANSWERS

  • TABLE
  • SOCIAL
  • BUSINESS
  • EXTERNAL
  • INTERNAL
  • OFFICE
  • CROSS-CULTURAL
  • DINNING
  • PERSONAL
  • BAD BABY MANNERS 🙂
  • AND OF COURSE TELEPHONE MANNERS

READING

READ THE TEXT about Telephone Manners.

Telephone Manners

As children growing up we were constantly told to ?

mind our manners
Mind your manners!
be polite, be courteous / zachowywać się, mieć dobre maniery
.? Whether it was at school, church, during dinner, visiting a relative?s house, or while out shopping with our parents, we were repeatedly told to ?mind your manners.?

While our parents generally did a pretty good job of teaching us the proper manners that are needed to function and survive in society, it seems that without fail they let us down in one area: telephone manners.

Think about it, were you ever instructed on how to properly answer the phone at your house or how to let your sister know that the call was for her without being rude (screaming into the phone!)? I know I wasn?t, and by the way many adults act when receiving phone calls for their organization, they were never trained in proper phone manners either.

The truth is that practicing proper telephone manners is something that very few of us have ever been adequately trained in despite the incredible importance the phone plays in any organization?s success in business.

We?re going to let you in on a little secret? when you answer your organization?s incoming phone calls, you are the Director of First Impressions for your organization. Poor phone manners can turn a potentially lucrative relationship with a customer into a regrettable missed opportunity to boost the bottom line.

Have you ever been treated so poorly on the phone that you swore to never give your business to that organization in the future? I sure have and I told more than one of my friends about my experience as well.

Still think using proper telephone manners isn?t that important? Clearly it is as using the correct phone skills and proper manners can give your organization the edge it needs in a competitive marketplace.

SOURCE: http://www.thephonecoach.com/phonemanners.htm

 

NOW ANSWER THE QUESTIONS BELOW.

 

      What does it mean ?to mind your manners??
      What did our parents fail to teach us?
      What does it mean that you are the Director of First Impressions when you answer your organization’s incoming calls?
      How can proper telephone manners contribute to company’s success?
      Do you agree with the text? If yes, why? If not, why?

NOW, LET’S MIND OUR TELEPHONE MANNERS AND LEARN THE BASIC PHRASES THAT WILL HELP US MANAGE A PHONE CALL IN A PROPER WAY.

EXERCISE 1 ? USEFUL PHRASES

What phrases would you use when you wanted:

  • to ask the caller for his / her name,
  • to ask the caller where she calls from,
  • to ask the caller to wait,
  • to inform the caller that you will connect him / her.

Give your examples.

EXERCISE 2 ? USEFUL PHRASES

Complete the short dialogues with adequate phrases.

Dialogue 1

  • May , please?
  • Sure. My name is James Turner.

Dialogue 2

  • I would like to speak to Mr. McGregor in Sales.
  • Certainly, sir. Please , while I am connecting your call.

Dialoge 3

  • calling from?
  • Yes, I ‚m calling from ADB Data, from London.

Dialogue 4

  • I’m sorry sir but the line is busy. ?
  • Yes, I will wait. Thank you.
  • Thank you, sir.
Click here, to see the key!

Dialogue 1

  • May I ask you who is calling, please?
  • Sure. My name is James Turner.

Dialogue 2

  • I would like to speak to Mr. McGregor in Sales.
  • Certainly, sir. Please hold the line, while I am connecting your call.

Dialoge 3

  • May I ask where you are calling from?
  • Yes, I ‚m calling from ADB Data, from London.

Dialogue 4

  • I’m sorry sir but the line is busy. Would like to wait?
  • Yes, I will wait. Thank you.
  • Thank you, sir.

EXERCISE 3 ? USEFUL PHRASES

NOW ORDER THE PHRASES INTO THE PROPER COLUMN.

  1. Could you hold on please?
  2. The line’s free now ….. I’ll put you through.
  3. Who’s calling please?
  4. Just a moment please
  5. Thank you for holding.
  6. Who’s speaking?
  7. Hold the line please.
  8. I’ll connect you now / I’m connecting you now.
  9. Where are you calling from?
  10. Are you sure you have the right number/name?
Asking for a name/information
Asking the caller to wait
Connecting
Click here, to see the key!

Asking for a name/information
  • Who’s calling please?
  • Who’s speaking?
  • Where are you calling from?
  • Are you sure you have the right number/name?
Asking the caller to wait
  • Hold the line please
  • Could you hold on please
  • Just a moment please
Connecting
  • Thank you for holding
  • The line’s free now  ….. I’ll put you through

EXERCISE 4 – USEFUL PHRASES

Complete the phrases with a proper word.

GIVING THE REASONS FOR A CALL

  • I?m for some information on ?
  • I?d like some more detailed material – ?
  • I?d like to someone from CNT ?
  • I need some information ?
  • I need to talk to an accountant.

WHEN THE PERSON YOU ARE TRYING TO CALL IS UNAVAILABLE

  • May I a message, please?
  • Do you know when he/she will be ?
  • Do you know when he/she will to the office/home?
  • I will latter/in an hour/tomorrow.
  • Please tell him ?(give your name) called, and I will call latter/call again.
  • Please have him/she call me back.
  • May I my telephone number? My phone number is?..(give your number)?
  • Please have him/her at ??(state a place or a phone number).
  • Where/How can I him/her?
  • What is her/his mobile phone number/Cell/Cellular phone number?

FAXES:

  • May I you a fax?
  • What is your fax number?
  • Did you my fax?
  • I sent a fax to? (give person?s name), did he/she it?
Click here, to see the key!

GIVING THE REASONS FOR A CALL

  • I?m phoning for some information on ?
  • I?d like some more detailed material information?
  • I?d like to speak to someone from CNT ?
  • I need some information ?
  • I need to talk to an accountant.

WHEN THE PERSON YOU ARE TRYING TO CALL IS UNAVAILABLE

  • May I leave a message, please?
  • Do you know when he/she will be available ?
  • Do you know when he/she will return to the office/home?
  • I will call back latter/in an hour/tomorrow.
  • Please tell him ?(give your name) called, and I will call latter/call again.
  • Please have him/she call me back.
  • May I leave my telephone number? My phone number is?..(give your number)?
  • Please have him/her contact/i> at ??(state a place or a phone number).
  • Where/How can I reach him/her?
  • What is her/his mobile phone number/Cell/Cellular phone number?

FAXES:

  • May I send you a fax?
  • What is your fax number?
  • Did you receive my fax?
  • I sent a fax to? (give person?s name), did he/she receive it?

EXERCISE 5 – USEFUL PHRASES – REACT TO THE SITUATIONS BELOW

Situation 1 – the line is busy.

Click here, to see the key!

  • I’m afraid the line’s engaged. Could you call back later?

Situation 2 – the person you want to speak to is not there.

Click here, to see the key!

  • I’m afraid he’s in a meeting at the moment.
  • I’m sorry.  He’s out of the office today / He isn’t in at the moment.
  • I?m afraid he is not at his desk at the moment / at her lunch break / at the meeting.

Situation 3 – you ask for a person that doesn’t work there.

Click here, to see the key!

  • I’m afraid we don’t have a Mr./Mrs./Miss … here
  • I’m sorry.  There’s nobody here by that name.

Situation 4 – you’ve dialed a wrong number.

Click here, to see the key!

  • Sorry, I think you’ve dialed the wrong number.
  • I’m afraid you’ve got the wrong number.

Situation 5 – you can’t hear the caller properly.

Click here, to see the key!

  • The line is very bad.  Could you speak up please?
  • Could you repeat that please?
  • I’m afraid I can’t hear you.
  • Sorry.  I didn’t catch that.  Could you say that again please?

Situation 6 – you want to leave a message.

Click here, to see the key!

  • Can I leave/take a message?
  • Could you pass him / her a message, please?
  • Could you give him/her a message?
  • Could you ask him/her to call me back?
  • Could you tell him/her that I called?

EXERCISE 6 ? USEFUL PHRASES – REVISION

Complete the dialogue with a proper word or phrase:

Operator: Good morning, Jeff and Brothers I help you?

Denis: This is Denis Roberston speaking. Can I have 3421?

Operator: Certainly, hold on a minute, I’ll put you .

Neil: Jon Nickledon ‚s office, Neil speaking.

Denis: This is Denis Roberston calling, is Jon in?

Neil: I’m afraid, . Can I take a message?

Denis: Yes, could you ask him to call me at 666 345 8645. I need to talk to him about the Perfect Product, it’s urgent.

Neil the number, please?

Denis: Yes, that’s 666 345 8645 , and this is Denis Roberston.

Neil: Thank you Mr. Roberston, I’ll make sure Jon gets this asap.

Denis: Thank you, good bye.

Neil: Good bye.

Click here, to see the key!

Operator: Good morning, Jeff and Brothers can I help you?

Denis: This is Denis Roberston speaking. Can I have extension 3421?

Operator: Certainly, hold on a minute, I’ll put you through .

Neil: Jon Nickledon ‚s office, Neil speaking.

Denis: This is Denis Roberston calling, is Jon in?

Neil: I’m afraid, . Can I take a message?

Denis: Yes, could you ask him to call me at 666 345 8645. I need to talk to him about the Perfect Product, it’s urgent.

NeilCould you repeat the number, please?

Denis: Yes, that’s 666 345 8645 , and this is Denis Roberston.

Neil: Thank you Mr. Roberston, I’ll make sure Jon gets this asap.

Denis: Thank you, good bye.

Neil: Good bye.