After reading. Task 1. Discuss ways of improving employees’ telephone Skills.

Task 1. Discuss ways of improving employees’ telephone skills.

(To be more effective, do ask-answer tasks.)

Task 2. Write some guidelines on using the telephone at work.

(e.g. “Always give your name”.)

Task 3. Read the telephone conversations below. Which of these adjectives best

describes the person who receives the call.

inefficient impatient aggressive bored unhelpful

Conversation 1. ……………...

A: Yes?

B: Could I speak to Mr Smith?

A: Er… I don’t know, I think he’s out.

Unit 5

B: Do you know when he’ll be back?

A: Well, I’m not sure. You could maybe try tomorrow.

Conversation 2. ……………...

A: Hello. Is that Janet, Bill’s secretary?

B: Yes, that’s right.

A: It’s John Blake. I’m just phoning to give him an invoice number.

B: Yeah. What is it?

A: Oh, let me see, where is it? I’ve got to have it here somewhere.

B: Look, phone me back when you find it. I’m rather busy now.

Conversation 3. ……………...

A: Hello. I’d like to speak to Bob Gratham.

B: He’s not here.

A: Could you tell me when he’ll be back?

B: Later this afternoon.

A: Well, could you take a message for me?

B: Sorry, I don’t have time. I’ll have to ring off, I’m going to lunch.

Conversation 4. ……………...

A: Hello, it’s Susan here. I’m just phoning to check my appointment with

Chris tomorrow.

B: Yeah?

A: Could you look it up for me?

B: Oh, I don’t know…where’s the diary? Yes, got it. So, it was the 16^th,

A: No, the 18^th.

B: No, I can’t find anything. I didn’t write it down.

Conversation 5.. ……………...

A: Hell Bilk Ltd.

B: Hello, this is Jack Johnson. I’m phoning about the delivery. Has it arrived jet?

A: No, it hasn’t. We’ve been waiting for a week. It still isn’t here yet.

B: I’m really sorry about that.

A: We’ve been waiting for too long. It’s not good enough. You’re wasting our time.

B: Oh, I’m sure your order will be ….

Task 4. Answer these questions about the business call below.

1. Is the conversation grammatically correct?

2. Is the conversation appropriate?

3. How can you improve it?

Unit 5

Person receiving the call Caller

(1) Yes?

(2) Give me Donna Weston.

(3) She’s not here.

(4) Well, take a message. It’s Eva Wartanowicz.

Tell her to phone me back later this afternoon

(5) What’s your name again?

(6) Wartanowicz.

(7) OK, and your number?

(8) It’s 01863-483-2189.

(9) OK, I’ll tell her.

(10) Bye.

(11) Bye.

Task 5. It is important to show interest and understanding when dealing with people on the phone.

Look at the expressions 1 - 6 and match them with functions a) to f)

1. OK/Right/Uh-huh …… a) You are listening.

2. That must have been

very difficult for you. ….. b) You understand.

3. I’ve got that. ….. c) You are surprised

4. I see. ….. d) You sympathize with the person

5. Is that acceptable/OK? ….. e) You have the information

6. Really? ….. f) Check that the caller agrees.

Unit 5