7/23/2019 Telephone Conversations_test lesson

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TELEPHONE CONVERSATIONS – CALLING AND

ANSWERING

 TypesEssential parts

Difculties and politenessListening

Roleplay

Types:

leaving a message

making an appointmentasking for information

informing

Which of these topics do you encounter most at work during a typical week ?

Write at least one specific example that you had to deal with for each topic.

E.g., „Yesterday I called Mirjana to ask why our financial statemets regarding Compact td

don!t match up. "he forgot to send me some invoices.#

Essential parts$. %reeting

&. Introduction ' state what your call is a(out

). *ody

+. Closing

) important rules

1. SE APPROPRIATE LANGAGE AND

TONE!. SE STRATEGIES TO CON"IR#

IN"OR#ATION$. %E CLEAR

B1/B

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POLITENESS &#ODAL VER%S'

ello, can I speak to -drian "tewart, please ' polite re/uest

ow can I help ' offering your a(ility to help

Could you tell him that Mitch Mc-ndrews called ' polite re/uest

0ho shall I say is calling ' „would you like me to#

"o would ne1t 0ednesday (e okay ' inviting offer 

"o shall we say +.$2 ne1t 0ednesday, in Mr i((erd!s office ' confirm intention

DI""ICLTIES AND POLITENESS &STRATEGIES'

Make the person aware of what is going on in the conversation.

elp yourself out of information gaps.

a. explain the pauses and what you are doing:

Could you hold on for a minute, Mr 3efferson. I4ll just look in the diary.

3ust a second 5 I4ll see if he4s in.

6lease hold and I4ll put you through.

b. be helpful – you can manage the call, make it clearer and shorter

I4m afraid he4s in a meeting at the moment. Can I help

e will (e (ack in a(out an hour. Can you call (ack later

7r can I take a message

8here is an important call on the other line. Could you please call again around three

c. repeat important information:

2229:;&. 7kay, I4ll make sure he gets the message.

d. ask for clarification<repeating

Could you just please repeat your name, please

I would just need your.... once again, please.

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You are haing a phone conersation. !se some of the methods to sole your problem.

a" the person cannot e1press themselves clearly

b" your partner cannot decide when to set the appointment

c" you need to check some information

d" the person is in a meeting, (ut your partner should speak to another department anyways

e" you don!t have any more time, reschedule the conversation

WRITING THINGS DOWN

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monkey comma

hyphen uppercase<lowercase

slash superscript<su(script

dash underscore

underline

 (old

italics

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