Ae bc ppt20

Recap

1© Aptech Training Ltd. FZE

Recap

In the previous lesson you learnt to:

• Explain the meaning of PR using appropriate vocabulary

• Design a PR campaign for a business or celebrity

• Use modal verbs of obligation in the present and past

• Listen and understand the key points of a lecture on PR

For Aptech Centre Use Only

Telephoning - 2


At the end of this lesson you will be able to:

• Further practise telephoning phrasal verbs

• Check the status of an order on the telephone

• Complain about a delivery on the telephone


Learning Objectives


Fill in the gaps in the following dialogue. There may be more than one answer suitable for some questions.

1. Caller: Hello. Could I speak to Lucia Rodriguez, please?

Receptionist: She’s not in the office at the moment. Can I _________________ to her voice mail?

Caller: Yes, thank you.

2. Caller: Could I speak to Emma, please?

Emma’s mother: Sure _________________ a second and I’ll get her.

3. Answerphone: We are sorry but the office is closed for staff training. To talk to a member

of staff please _________________ after 3 PM.

4. Mother: Magdalena, could you ___________________? Dinners ready.

Daughter: Okay, mom.4© Aptech Training Ltd. FZE

Review



5. Chairperson: I would appreciate if everyone would ___________________ their mobiles

for the duration of the meeting.

6. Caller: Hi, this is Mohamed Malak. Could I speak to John Steed please?

Receptionist: I’m sorry. He’s not in at the moment. Can I take a message?

Caller: Yes, could you ask him to ______________ me ______________ when he gets

in? It’s urgent.

Receptionist: Certainly.

7. Voice mail: Hi, you’ve reached Josh Wills in Accounting. I will be out of the office until

July 2nd but will _________________ my messages while I’m away. So please leave

yours at the sound of the tone.

Thanks and have a great day!


Review



8. Voice mail: You’ve reached Julia and Ben. We’re not available to take your call right now,

but if you leave a message, we’ll __________________ to you as soon as we can.

Thanks.

9. Caller: I can’t ____________________. The line is always busy.


Review


Answers

1. put you through

2. hang on/hold on

3. call back/ring back

4. hang up

5. switch off

6. call/back

7. pick up

8. get back

9. get through


Review


Listening Skills

• Listen to Francoise and Paul talk about the delivery of goods.

• As you are listening consider the following.

1. How does Francoise find information about the order?

_______________________________________________________

2. Where are the undelivered goods?

_______________________________________________________

3. What will Francoise do to stop the problem from happening again?

_______________________________________________________


Listening


Listening Skills

Answers

1. How does Francoise find information about the order?

_______________________________________________________

2. Where are the undelivered goods?

_______________________________________________________

3. What will Francoise do to stop the problem from happening again?

_______________________________________________________

_______________________________________________________


Listening

Finds the order on her computer.

Central warehouse in Portsmouth.

She will make sure that their future orders are consolidated at

their port warehouse before shipping.For Aptech Centre Use Only

1. How do we know that Paul and Francoise have worked together before?

_____________________________________________________________

2. What means of transport are being used to transport the shipment between the

factory and the Portsmouth warehouse?

_____________________________________________________________

3. What evidence do you have to support your answer of 2?

_____________________________________________________________

____________10© Aptech Training Ltd. FZE

Exercise


4. How many parts was the order divided into?

_____________________________________________________________

5. Do we know if they were of equal size? How do we know this?

_____________________________________________________________

6. Why does Paul need the shipment to arrive soon?

_____________________________________________________________


Exercise


Answers

1. Francoise says “Oh hi Paul, It’s been a while. How are you?”

2. Ship and lorry

3. Port (ship), haulage (lorry)

4. The order was split into two shipments

5. This information not given

6. He is planning to distribute nationwide on Saturday


Exercise


Look at the following definitions and find the matching words in the text.


Vocabulary

1. a big building where large amounts of goods are stored

2. to open a document

3. used as a polite way of asking someone to be patient while you do or finish something

4. an amount of goods carried on a ship, plane, train, or truck

5. to follow

6. the activity or process of moving someone or somethingfrom one place to anotherFor Aptech Centre Use Only

Look at the following definitions and find the matching words in the text.


Vocabulary

7. to prepare for something

8. to check something for a second time so that you arecertain it is right

9. a business of carrying goods by road or railway,

10. headquarters, the central office

11. to combine several small things, into one large unit


Answers


Vocabulary

1. a big building where large amounts of goods are stored warehouse

2. to open a document pull up (phr v)

3. used as a polite way of asking someone to be patient while you do or finish something

bear with me

4. an amount of goods carried on a ship, plane, train, or truck

shipments

5. to follow track (v)

6. the activity or process of moving someone or somethingfrom one place to another

in transit


Answers


Vocabulary

7. to prepare for something set up (phr v)

8. to check something for a second time so that you arecertain it is right

to double check

9. a business of carrying goods by road or railway,Haulagecompany

10. headquarters, the central office H.Q

11. to combine several small things, into one large unit consolidate (v)


Look at the following. With your partner discuss the meaning.

1. I can’t afford for it to be any later.

_________________________________________________________________

2. Much appreciated. I won’t be able to sit down until it arrives.

__________________________________________________________________


Vocabulary


How anxious do you think Paul is?

• Paul: Oh, all is well, business is busy, but I do have a bit of a problem with the Dufour

delivery.

How could you rewrite it to make it sound more urgent?

________________________________________________________________

• Paul: Would you mind just double checking that it will definitely be here tomorrow?

Here Paul’s use of indirect language makes it more polite. How could you rewrite it to sound more urgent? How could you rewrite it to be direct and less polite?

________________________________________________________________

________________________________________________________________


Exercise


Answers

• Paul: Oh, all is well, business is busy, but I do have a bit of a problem with the Dufour

delivery.

How could you rewrite it to make it sound more urgent?

________________________________________________________________

• Paul: Would you mind just double checking that it will definitely be here tomorrow?

Here Paul’s use of indirect language makes it more polite. How could you rewrite it to sound more urgent? How could you rewrite it to be direct and less polite?

________________________________________________________________

________________________________________________________________


Exercise

I have a real problem with the Dufour delivery.

Would it be possible for you to double check that now? I’m quite worried.

Please double check that. For Aptech Centre Use Only

Paul: Hi Francoise, Paul Smith of Kingston here.

What other ways could Paul have introduced himself? Make a sentence with the following:

a. here/Paul/Kingston/Francoise?/calling/hiya,/from

___________________________________________________________________


Exercise


Now try and work out alternative ways of saying the following with the words given:

Francoise: Ok, hang on a moment; I’ll just pull up the order on the screen…

b. check/the/just/system/that/me/on/let.

___________________________________________________________________

c. on/just/have/the/a/you/look/I’ll/computer/for

___________________________________________________________________

d. and/find/on/sec,/hold/I’ll/out/a/try.

___________________________________________________________________


Exercise


Francoise: OK, I can see what’s going on now.

e. what/see/I/now/happening/is/can.

___________________________________________________________________

f. OK/right/gone/has understand/I/on/what.

___________________________________________________________________

Francoise: If you can hold on a minute I’ll track the second shipment.

g. a/check/while/shipment/moment/Please/I/the/wait

___________________________________________________________________


Exercise


Answers

a. Francoise? Hiya, Paul here calling from Kingston.

b. Let me just check that on the system.

c. I’ll just have a look on the computer for you.

d. Hold on a sec, I’ll try and find out.

e. I can see what is happening now.

f. Right, Ok I understand what has gone on.

g. Please wait a moment while I check the shipment.


Exercise


Speaking Skills


Speaking

You are going to practise responses similar to the ones in 20.1.1.

Use the language given in this unit so far.

Example:

Cue: Can you please check what is happening with the delivery? It’s getting quite

late and I need it before closing time.

Response: Ok, please just hold the line, I’ll pull it up on my screen and have a look.

Student A and B look for your cues in the Materials and Transcripts section of the

LG.


Speaking Skills


Exercise

• With your partner talk about a good experience and a bad experience

when reporting a problem on the phone. What do you think good

customer care means?

• Imagine you are running a customer care training course. Decide with

your partner what are the five most important things you would teach

your students?

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________For Aptech Centre Use Only

• Now look at the worksheet.

• On one side is unhelpful

telephone language.

• With your partner, can you

make it better?


Exercise


With your partner take turns to be the caller and the customer services adviser. Use the new language from 20.2.2.

• A new customer complains about a delayed order on an item that is urgent.

• Your item was delivered but you were out. They just left it outside your door with a note. It

was stolen.

• You checked your invoice for an item bought on the internet. You have been overcharged.

• At a local shop the staff were rude and unfriendly and the shop manager was unreceptive

to your complaint.

• You have rung customer care before about one of the above complaints. You were to be

rung back. No one has contacted you.


Activity



Test Your Knowledge

1. Identify the sentences that are appropriate for use on the telephone in a work context.

Sr. no. Statement

1 Hang on one second.

2 May I speak with Mr Green, please?

3 Please hold and I'll put you through to her office.

4 Is George in?

5 Good Morning. How may I help you?For Aptech Centre Use Only


Test Your Knowledge

1. Answers

Sr. no. Statement

1 Hang on one second.

2 May I speak with Mr Green, please?

3 Please hold and I'll put you through to her office.

4 Is George in?

5 Good Morning. How may I help you?For Aptech Centre Use Only


Test Your Knowledge

2. Match the phrasal verbs with their meaning.

Sr. no. Phrasal Verb Meaning

1 Hang up To connect to someone by telephone.

2 Put through To return someone's call.

3 Hang onTo succeed in speaking to someone on thetelephone.

4 Call backTo end a conversation by putting down thereceiver.

5 Get throughTo ask someone to wait for a short period oftime.For Aptech Centre Use Only


Test Your Knowledge

2. Answers

Sr. no. Phrasal Verb Meaning

1 Hang upTo end a conversation by putting down thereceiver.

2 Put through To connect to someone by telephone.

3 Hang onTo ask someone to wait for a short period oftime.

4 Call back To return someone's call.

5 Get throughTo succeed in speaking to someone on thetelephone.For Aptech Centre Use Only


In a Nutshell…

In this lesson you learnt to:

• Further practise telephoning phrasal verbs

• Check the status of an order on the telephone

• Complain about a delivery on the telephone


33

Thank You

© Aptech Training Ltd. FZE


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Ae bc ppt20