ENGLISH FOR PROFESSIONAL COMMUNICATION LEARNING UNIT 7 (Week 11) Making A Business Telephone Call

LEARNING OUTCOMES At the end of this unit, students should be able to Construct WH-questions Use specific words and phrases to make and receive telephone calls Make and receive telephone calls

Why It Is important to make effective calls The ability to communicate effectively on the telephone is a crucial managerial skill. Telephone provides access to people and to information. The future and image of the company you’re working with depends on how well you make or receive telephone calls.

Facts on Telephone Conversations A telephone conversation is carried out between the caller and the receiver. People make telephone calls for so many reasons such as filing complaints, making enquiries, appointments and reservations. Telephoning in English is an important part of doing business in English. It's also important to know how to answer the phone and help customers over the phone

When making a call… Consider the following before you pick up the receiver to make or answer the call; Is the person the caller or the receiver? What is the purpose of the call? What is the conventional pattern or structure of a telephone call? What are the language forms and functions normally employed in a telephone conversation? What are the do’s and don’ts in a telephone conversation?

The do’s and don’ts (more notes on page 213) Be a good listener Listen well- for details Personalise your conversation- use caller’s name Use positive language Speak clearly – project your voice to make it sound professional yet friendly and enthusiastic DON’Ts Show that you do not care Interrupt the other person while he/she is still speaking Be distracted Use negative language – “I don’t know” Speak too fast or too soft

Conventional pattern of a phone call It is important to learn key vocabulary used when telephoning. Telephone conversations use a number of standard phrases that are specifically used only when telephoning in English. BRAINSTORM Imagine you are calling a company and want to speak to someone who works there. Can you think of any phrases you might use, or that you might hear?

Telephone conversation Patterns Telephone conversations, especially business telephone conversations also follow certain patterns. Not all business telephone conversations follow a strict conventional pattern. However, the basic pattern is used especially when making business calls to request information or ask for clarification

Basic pattern of a business conversation Someone answers the phone and asks if he / she can help. The caller makes a request - either to be connected to someone or for information. The caller is connected, given information or told that he /she is not in the office at the moment. If the person who is requested is not in the office, the caller is asked to leave a message. The caller leaves a message or asks other questions. The phone call finishes.

Telephone Conversation Pattern- Caller’s Check List Greet the receiver Check whether she/he has the right organization/person called if the other party did not identify themselves or their organization Identify himself/herself State his purpose in calling Ask questions to get the information needed Respond appropriately to the question/statements made by the receiver Leave message if necessary Thank the receiver before ending the conversation

Telephone Conversation Pattern- Receiver’s Check List Greet the caller Answer and provide your name, and/or organization Confirm that the caller has reached the right number/person/organization Request for the caller’s identity if the person has not identified himself/herself Offer to help, if necessary Respond appropriately to the caller’s questions/statements and provide relevant information End the conversation

Telephone conversation pattern 1 Refer to page 216 for a flow chart of pattern 1.

Conversation 1

Conversation 1 (Repeat) Listen to the conversation again and take note of: Specific phrases used in the conversation The basic pattern of a business telephone call Telephone conversation pattern 1

Some Useful Phrases How can I help? Can I speak to …, please? Who’s calling, please? Please hold I’ll just put you through Could I speak to……please? Who shall I say is calling? Just a second I’ll see if he’s in I’ve got ……..on the phone for you Hang on a moment

Let’s Practise Try completing exercises 1 to 3 (page 215-218) on telephone exchanges.

Telephone conversation pattern 2: Non-AvailaBilITy A telephone conversation is usually initiated by the caller. But if a call is made to an organisation, the receiver usually initiates the conversation. This is usually done by identifying the organisation. For non-availability, the pattern of conversation is initiated by the receiver of the organisation who will indicate that the person requested for is not available. (Refer to page 220 for a flow chart of pattern 2.) NEXT In conversation 2 you will hear some phrases you might use in a situation where: the person you wish to speak to is busy or not available, you want to take/leave a message.

CONVERSATION 2

SoME More Useful phrases Can I speak to …, please? I’m afraid he’s in a meeting Can I help? Can you call back later? Can I take a message? Could you tell him that… Can I take your number, please? OK, I’ll make sure he gets the message

TElepHone Conversation Pattern 3: absence

Let’s practise Try completing exercises 4 and 5 (page 219-221) on telephone exchanges. Refer to Appendix A on page 237-243 for notes on useful language structures and expressions to use in making/receiving telephone calls. Try exercise 8 and 9 (page 231-233). Refer to Appendix B (page 238-242)

Language Focus – Constructing WH-Questions The three types of questions Yes/No questions Information or Wh-questions Double questions

Yes/No Question Only ask for a yes/no answer. Can be formed using the following verbs: i. Verb to be (is,are,was, were) ii. Verb ‘have’ (has, have, had) iii. Modal auxiliary verbs (can, could, will, must) iv. Verb ‘do’ (do,does, did)

Is he an accountant? Y/N Question Sample sentence 1- What is the type of verb used in this sentence? Can you try making another question with the other types of verb to be?

Information or WH-questions Who? What/which? When? Where? Why?

How do I form a WH-Question? Step 1- Put the right verb in front of the subject, for example, is Fatimah Step 2- use the right question word in front of the verb, for example, What is Fatimah Step 3- omit unnecessary words or phrases. Is there anything to omit in the example for step 2? Step 4- Introduce words or phrases as needed, for example, What is Fatimah doing?

Let’s practise Use the right question word to get the right information. Now, ask your friend to give you the information for each of the function below: Ask for information about a person. Ask for information about things. Ask for information about time or date. Ask for information about place or location. Ask for information about reasons or causes.

Double Questions When two questions become one. For example, Question 1: Can you tell me… Question 2: How old are you? Double question: Can you tell me how old you are? Note: in double question, the position of the second verb is shifted to the back.

Let’s Practise Take turn to ask the partner next to you a form double question.

References http://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/4appointments.shtml http://www.learning-english-online.net/speaking/dialogues/talking-on-the-phone/