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Week 8 - Telephoning

This document provides guidance on preparing for and conducting telephone calls in English. It outlines objectives to consider when making a call, such as questions to ask or information to provide. It also provides checklists of useful phrases for various phone call situations, including introducing oneself, asking for someone, leaving and taking messages, asking for repetition, and ending a call. The document concludes with an exercise directing students to practice these skills in a role-play phone call between a caller and receptionist.

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292 views

Week 8 - Telephoning

This document provides guidance on preparing for and conducting telephone calls in English. It outlines objectives to consider when making a call, such as questions to ask or information to provide. It also provides checklists of useful phrases for various phone call situations, including introducing oneself, asking for someone, leaving and taking messages, asking for repetition, and ending a call. The document concludes with an exercise directing students to practice these skills in a role-play phone call between a caller and receptionist.

Uploaded by

MA
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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TELEPHONING

Week 8
LEARNING OBJECTIVES
• Student will be able to use English in a
telephone call by learning:
– Preparing to make a telephone call
– Learning how to receive calls in English
– Taking and leaving message in a phone call
– Asking for and giving repetition
PREPARING TO MAKE A TELEPHONE
CALL
There are several things that you need to
prepare before making a phone call :
– Think about your objectives from the call – any
questions you need to ask or things you need to
say.
– Desk preparation – paper, pen, any relevant
documentation, computer files, etc.
– Check recent correspondence if you have
communicate before, know the situation.
OBJECTIVES FROM THE CALL
• Different people have • A purchasing manager
different objectives in a who has received an
telephone call. incomplete delivery :
– To tell the supplier that
the delivery is
incomplete
– To arrange to get the
rest of delivery sent as
soon as possible
– (Possibly) to complain
about the poor service
OBJECTIVES FROM THE CALL
• Different people have • A computer operator
different objectives in a with a software
telephone call. problem calling a
software helpline:
–
–
–
OBJECTIVES FROM THE CALL
• Different people have • A sales representative
different objectives in a for a furniture
telephone call. manufacturer making a
first call to Moda
Design, a company
which sells office
furnitures:
–
–
–
LANGUAGE CHECKLIST FOR
TELEPHONING
• Introducing yourself (as • Saying who you want
a caller) : (as a caller):
– Good – I’d like to speak
morning/afternoon/eve to……please
ning, Sabil. – Could I have the ……
– Hello, this is …… from department, please?
…… – Is …….. There, please?
– Hello, my name’s …..
Calling from……
LANGUAGE CHECKLIST FOR
TELEPHONING
• Saying someone is not • Leaving and taking messages :
available (as a receiver of the (As a caller)
call): – Could you give him/her a
– I’m sorry, he/she is not message?
available – Can I leave him/her a message?
– Sorry, he/she is away / is in a – Please tell him/her…..
meeting
– Please ask him/her to ring me
on…….

(As a receiver of a call)


– Can I take a message?
– Would you like to leave a
message?
– If you give me your number, I’ll
ask him/her to call you later
LANGUAGE CHECKLIST FOR
TELEPHONING
• Offering to help in other • Asking for repetition (As
ways (As a receiver of a a receiver of a call):
call): – Sorry, I didn’t catch (your
– Can anyone else help name/your number/your
you? company name/etc)
– Can I help you perhaps? – Sorry, could you repeat
– Would you like to speak your (name/number/etc)
to his assistant? – Could you spell your
– Shall I ask him to call you name/company name,
back? please
– Sorry, I didn’t
understand that
LANGUAGE CHECKLIST FOR
TELEPHONING
• Acknowledging • Ending a call:
repetition (As a receiver (As a caller)
of a call): – Thank you very much for
– Okay, I’ve got that now. your help
– (name/company name), – Right, I think that’s all
I understand – Good bye and thanks
– I see, thank you
(As a receiver of a call)
– Do call if you need
anything else
EXERCISE
• In pair, make a phone conversation between a
caller and a receptionist.
• The caller is looking for someone but he/she is
not in the office.
• Use as many as possible the phrases in the slides
before (e.g. include leaving message and
repetition)
• The first 3 pair to finished the task will do the role
play in front of the class with the conversation
that they have made and will get extra mark!
REFERENCE
• Sweeney, S. (2003). English for Business
Communication Student's Book. Cambridge
University Press.

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