Module 5: How to communicate on the phone appropriately for business purpose?
Lecturing
Please watch the video for the tips used to appropriately and effectively communicate on the phone in business life (1) using the link below (VIDEO DURATION, 4.53 Minutes):
Please watch the video for the tips used to appropriately and effectively communicate on the phone in business life (2) using the link below (VIDEO DURATION, 9.04 Minutes):
You can also download the file for the common EXPRESSIONS USED ON PHONE CALLS.docx
Activity 1: Finding the expressions and statements that are used to appropriately manage a business phone call
EN- Here is a business telephone conversation between a client and a secretary. Read it and find at least 3 expressions that the secretary uses to appropriately manage the conversation and that you learned in the course.
TR- Aşağıda bir müşteri ile sekreter arasında gerçekleşen telefon görüşmesi vardır. Dikkatlice okuyunuz ve sekreterin telefon görüşmesini yönetmek için kullandığı, derste öğrendiğiniz en az 3 yapı ve kullanımı bulunuz.
Ms. Smith: ring ring...ring ring...ring ring...
Secretary: Hello, IT Diamonds, this is Natalia speaking. How may I help you please?
Ms. Smith: Yes, this is Ms. John Smith calling. May I speak to Mr. Sharpton, please?
Secretary: I'm afraid Mr. Sharpton is out of the office at the moment. Would you like me to take a message?
Ms. Smith: Uhm...actually, this is a rather urgent call. I spoke to her yesterday about a delivery problem that Mr. Sharpton mentioned. Did he leave any information with you?
Secretary: As a matter of fact, he did. He informed that a representative from your company might be calling. He also asked me to ask you a few questions...
Ms. Smith: Great, I'd love to see this problem resolved as quickly as possible.
Secretary: Well, we still haven't received the shipment of the earrings that was supposed to arrive last Friday.
Ms. Smith: Yes, I'm really sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow afternoon.
Secretary: That is excellent, I'm sure Mr. Sharpton will be pleased to hear that.
Ms. Smith: Yes, the shipment was delayed from Italy. We could not send it until this morning.
Secretary: I see. Mr. Sharpton also wanted me to schedule a meeting with you for next week.
Ms. Smith: Certainly, is he busy on next Wednesday morning?
Secretary: I'm afraid he is meeting with some guests from the USA. What about Thursday morning?
Ms. Smith: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?
Secretary: No, it looks like he's free then.
Ms. Smith: Great, should I come at 09:00 in the morning?
Secretary: Well, he usually attends a staff meeting at 09:00. It is expected to last one hour or so. How about 10:30?
Ms. Smith: Yes, 10:30 would be great.
Secretary: OK, I have already scheduled that. Ms. Smith at 10:30, Friday Morning...Is there anything else I can help you with?
Ms. Smith: No, I think that's all. Thank you for your help...Goodbye.
Secretary: Goodbye.
Activity 2: Filling in the blanks appropriately in the given business phone call
EN- You, as a secretary, are on a business phone call with Ms. Zellinger. Read the dialogue below and fill in at least 3 blanks with appropriate expressions, using the clues given in brackets.(For example, 1= ........from XX company)
TR-Bir sekreter olarak siz Bayan Zellinger ile bir telefon görüşmesi gerçekleştiriyorsunuz. Diyaloğu okuyunuz ve parantez içinde verilen ipuçlarına göre en az 3 boşluğu uygun ifadeler doldurunuz. (Örnek 1= ...........from XX company)
Receptionist: (1. Answer the call appropriately introducing yourself and then ask the reason for the call) ..........................................................................................................................
Ms. Zellinger: Yes, I would like to speak to Joseph Abet, please.
Receptionist: (2. tell her that he is not available and tell her where he is now) ...........................................................................................................................
Ms. Zellinger: Do you know when to expect him?
Receptionist: (3. Give her an exact time and ask for any message to leave) ...........................................................................................................................
Zellinger: Yes. My name is Belinda Zellinger.
Receptionist: (4. Ask the caller to spell the name and speak slower) ..........................................................................................................................
Zellinger: It's Z-E-L-L-I-N-G-E-R.
Receptionist: (5. Ask why she is calling) .........................................................................................................................
Ms. Zellinger: Well, it's a rather personal matter...
Receptionist: (6. Ask for her phone number to return the call) .........................................................................................................................
Ms. Zellinger: At 555-4857.
Receptionist: (7. Repeat the phone number and tell her you will report about her call) .................................................................................................................................
Ms: Zellinger: Thank you very much.
Receptionist: (8. End the conversation politely) .....................................................
Activity 3: Filling in the blanks appropriately in the given business phone call
EN- There is a business phone call between a secretary and Mr. Thomas below. Read the dialogue and suggest appropriate responses for at least 3 blanks. (For example 1= may I )
TR- Aşağıda sekreter ile Bay Thomas arasında gerçekleşen bir telefon görüşmesi vardır. Diyaloğu okuyunuz ve en az 3 boşluğu uygun ifade ile doldurunuz. (Örnek, 1= may I)
Secretary: Good morning, ABC Company, (9)……………………………..………… I help you?
Mr. Thomas: Hello, this is Bill Thomas. (10) ……………………………………………. Ms. Jenifer, please.
Secretary: I'm sorry, she is (11)…………………… of the office right now. May I take a message?
Mr. Thomas: Yes please. This is Bill Thomas from the USA.
Secretary: And (12)…………………………………………………… you, Mr. Thomas?
Mr. Thomas: At 438-4345.
Secretary: Was that (13)…………………………………………….……. ?
Mr. Thomas: Yes, that's right.
Secretary: And may I tell her what this (14)……………………………….…………….. about?
Mr. Thomas: Well, it is a rather (15)……………………………………………..… matter.