Telephoning Skills in English Content of Session Culture

Telephoning Skills in English

Content of Session § Culture & Courtesy § Making a Call § Practice Exercise § Voicemail & Leaving a message § Teleconference § Receiving a call § Possible Problems

Culture and Courtesy Could Would Can You Mr. / Mrs. I

Making Calls § Preparing your work space § When your call is answered § Leaving a message § Your call

Preparing your Work Space Some keys to success • • • Open computer to email/invoice/catalogue Have calendar/schedule open Have all necessary documents/ information ready Remove distractions Have pen and paper ready

When your Call is Answered § Identify yourself and your company § § Exp: Hello, my name is X from the company/ firm X And who/which department you would like to speak to Exp: May/ can I speak to someone from the X department? § Exp: Is someone from the X department available whom I can speak to? §

Practice Exercise The Person Isn’t Available

Leaving a Message With a person Using voice mail

Person to Person Message When leaving your message with another person make sure to include: § Your name & Contact details § The topic why you called § Ask for the contact information of the not available person

Voicemail When leaving your message make sure to include: § Your name & Contact details § The topic why you called § Ask for them to give you a call back

Teleconference A few pointers during a teleconference in order to insure that everyone can be understood: § Speak clearly and loud enough § Sense when someone else would like to have the word § Ask if everything is clear and anyone has any questions § Speak up if you can not understand someone or can not hear them well enough

Practice Exercise Receiving a Call Greetings Person Isn’t Available. Offering Help An example: Hello/ Good morning/ Good afternoon, Company Name this is X speaking, how may I help you? I am sorry. He/ She is not available at the moment. Can I take a message for you? Is there anything that I can help you with?

Possible Problems § Meaning is not clear Ask for further clarification § Person is talking too fast/slow/loudly/softly § Pronunciation of numbers § Pronunciation of A, E, I § Use of phrasal verbs

Talking too Fast/Slow/Loudly/Softly Could you …? Would you mind …? Could you repeat that/speak up a bit, please?

Numbers and Syllable Stress xxxxxteen xxxxxty • Stress on “teen” • Fif TEEN • Eigh TEEN • Stress on “xxxx” • FIF ty • EIGH ty

Pronunciation of A E I

Phrasal Verbs Hang on Hang Up

Texting these days is very different to sending e-mails and calling in a business setting. It is different in the ways that: - Very informal - Punctuation is not always done - Short forms and abreviations are commonly used

Check this out … § http: //www. cnn. com/2012/08/31/tech/mobile/problem-text-messaging-oms/ § http: //www. bizjournals. com/bizjournals/how-to/marketing/2013/12/textingemail-phones-not-going-away. html? page=all § http: //www. netlingo. com/acronyms. php

Thank you!