USING THE TELEPHONE.

Slides:

Advertisements

Similar presentations

Telephone Conversation

Advertisements

Building Extension’s Brand through…

Communicating on the Telephone

Telephone Etiquette.

USING THE TELEPHONE.

Telephone Etiquette.

Telephone Etiquette By: Malcolm Moore.

Helpful Guidelines and Hints

Good Manners at School By Filip Garkov.

1. 2 Telephoning 3 INTRODUCING YOURSELF Good morning Let’s start Shall we start Let’s get down to work.

Telephone Conversation

Successful Telephoning

On the Phone Unit 2. Telling Tales Listening Practice Word Tips Language Focus Role-Play Assignment Warming-up.

Telephone Personality & Phone Ettiquette

How to make a phone call.

Lesson 4 Making Telephone Calls Business English Conversation & Listening Instructor: Hsin-Hsin Cindy Lee, PhD.

 Turn away from your computer, desk, or other work  Have a pen and paper nearby  Answer the calls promptly, by the second or third ring  Smile as.

Business Correspondence Communicating over the Telephone.

A Telephone Operator.

By: Masilang, Rosen M.. Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call.

Telephone Etiquette. Be Pro-active!  Answer the phone after two or three rings with a friendly, business-like greeting Hello, Jesse Lugar Speaking.

TELEPHONE ENGLISH.

৳ Look, I’ve got a leaflet about it.

TELEPHONE ETIQUETTE Answering the Phone (If not done properly, can leave extremely bad impression) Before answering the phone –Discontinue other conversations.

Vocabulary Link A telephone quiz Match the words with the pictures. 10 Lesson A Telephoning Lesson B Crazy for cell phones Vocabulary Link A telephone.

SPEAKING III. Telephone terms PeopleTypes of phone caller/called partyfixed Operatordesk/desktop phone mobile phone hands-free (in a car) Parts of phoneCalls.

Conversation Lesson 23: Leaving or Taking a Message.

Unit 7 Can I take a message.  Unit Goals Unit Goals  Part 1 Practical Listening & Speaking Part 1 Practical Listening & Speaking  Part 2 Business Speaking.

LESSON 2 TELEPHONE AND APPOINTMENTS 电话和预约. AIMS AND REQUIREMENTS To know how to make local and international calls; To grasp how to make an appointment.

Telephone English When you answer the phone: Good morning. This is Chengtai Trading Company. May I help you? Good afternoon. This is Dan An Commercial.

Created By: Ramon Torres.  Telephones is a vital source of communication  The goal of these Business Etiquette Study Sheets is to assist you in becoming.

To learn the service theoretical knowledge about how to offer a satisfactory service in a hotel ； To learn how to make a call reservation ； To learn how.

Communicating by Telephone Chapter 5

A guide for using the telephone

Business Correspondence Communicating over the Telephone.

Office English Lesson 3 Oct. 17, Telephone etiquette A. Be polite Treat everyone equally Focus on the caller, as a receptionist Be helpful Don’t.

ON THE PHONE Talking on the phone, taking a message. VY_32_INOVACE_13-17.

On the phone In this unit you are going to: take and report telephone messages. make, accept ad refuse invitations. listen for details. read about telephone.

Telephone Etiquette By Taylor Smith. What To Expect….. How to Answer How to be Prepared What to say What not to say How to leave a message.

Telephone Manners.  “Take a music bath once or twice a week for a few seasons, and you will find that it is to the soul what the water bath is to the.

Emma Johnston Emily Carroll. W HEN YOU ARE NOT PART OF THE PHONE CONVERSATION If someone is on the phone and you need to talk to them say “Excuse me,

© 2011 wheresjenny.com Role Play –Secretary and client 1 Role play – Secretary and client on phone call.

Telephone – Taking Messages If working as a receptionist, how should you answer the phone? “Hello” “(your name) speaking” “(your department)” “(your company’s.

Making a phone call. Introducing yourself Asking to speak to somebody Asking who the caller is Telling the caller that someone is not available Taking.

Your Company Name.  Create rapport over the telephone  How to open and close a business call  How to identify both expressed and unexpressed customer.

On the phone Lesson 10. Can I speak to ……….please? This is …… calling Can I leave a message with you? Hang on a minute Can I take a message? I’ll put.

Business Telephone Use. Telephones  Telephone types  Standard  Cordless  Multi-line  Speaker  Cell phones  Walkie-talkie.

Feature Presentation... “Telephone Manners” Matter.

Phoning about the Science Activity Week. There’s a call for you. You’re just at home, and you answer the telephone. A: Hello. Can I speak to Li Hui? B:

James Martin G. Domdom ENSP2 Mr. Xavier Aquino Velasco – Associate/Lectrurer III, FEU Tech.

MAKING A PHONE CALL. Steps to make a phone call: 1. Opening 2. Telling the aim of telephoning 3. Closing.

FUNCTIONAL ENGLISH SPEAKING ON THE PHONE If you aspire to work in an office and one of your duties is to answer the phone, you have to master these expressions.

Unit 8 Phone Calls. How to make a great first impression over telephone? Smile Be polite, courteous and helpful Learning to Listen Send the professional.

電話 & 電子郵件英語教職員英語講座系列 1 Fall 2011 Andrea S.W. Lin.

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

Unit 3 On the Phone. objectives answer the phone ask to be connected connect a caller leave messages deal with problem by telephone.

AUDITING Elysa Hartati.

Taking Phone Call Name of Group 1. Siti Mesaroh. ( ) 2

Phone Conversation.

Objectives Answering Calls Tactful Responses Taking Messages

Hello? Using the telephone

BUSINESS ENGLISH Začetni teČaj.

Answering the phone: Hello? (informal) Thank you for calling Microsoft. Sam speaking. How may I help you? Andrew’s Book Store. How can I help you?

Female: Hello, ABC Company, How can I help you?

Handling Phone Conversation

Telephone English By Joy Yu.

Telephone English.

Presentation transcript:

USING THE TELEPHONE

OBJECTIVES… By the end of this session you will learn…. Common expressions used when talking on the telephone. How to use the International Phonetic Alphabet.

HANDLING RESERVATIONS OVER THE PHONE… When receiving calls it is not the correct phone manner nor is it professional to mention any of the following; Hello Who is it? Who? What? Hang on / hold on. What do you want? He’s busy Speak up. I can’t hear you I’ll tell him. What’s your problem?

On the telephone what would you say instead of? Hello Good morning, thank you for calling Son Tra Resort, This is <First Name> How may I assist you Who is it? May I have your name please

Who? What? Hang on/hold on May I know your name please Can you repeat your name please What? Can you please repeat Hang on/hold on Please hold on for one moment One moment please Just a moment please

What do you want How may I help you He’s/She’s busy Sorry Mr./Ms. _____ is not available at the moment would you like to leave any message. I am sorry Mr./Ms. is in a meeting, do you wish to give your number and we will call you back.

Speak up I can’t hear you Would you please repeat that I didn’t hear what you said I am sorry I can not hear you, the line is bad can you call me back I’ll tell him I’ll will leave the message with Mr. ______, thank you for calling

PHRASES TO USE WHEN ANSWERING CALLS… OUTSIDE CALL <Greeting>, Thank you for calling Son Tra Resort, this is <Your Name> How may I assist you? INTERNAL CALL <Greeting> <Your Department> <Your Name>, How may I assist you.

BEFORE CONNECTING THE CALLS ALWAYS ACKNOWLEDGE… SAY: “Please allow me to connect your call” “THANK YOU” “JUST A MOMENT PLEASE”

IF EXTENSION DOES NOT ANSWER I AM SORRY THERE IS NO ANSWER DO YOU WISH TO LEAVE A MESSAGE

IF EXTENSION IS BUSY… I AM SORRY THE LINE IS BUSY DO YOU WISH TO WAIT THE LINE IS BUSY, WOULD YOU LIKE TO LEAVE A MESSAGE OR WOULD YOU LIKE TO TRY AGAIN LATER.

CORRECT PHONE MANNER… You should answer the telephone within 3 rings You should not keep the call on hold for more than 30 seconds You must inform all callers of action being taken (holding, transferring, etc.) keep the background noise-free You should not disclose or transfer mobile phone numbers without permission We will answer calls with "time of the day, department, “This is name, how may I assist you?" and end with "Thank you for calling" Always smile, use positive expressions and speak in a clear, polite and friendly manner

Using Guest Name… Obtain Guests name Check Spelling – using phonetic alphabet Use Guests name three times during conversation

Phonetic Alphabet… Letter Word Pronunciation A ALFA AL FAH B BRAVO BRAH VOH C CHARLIE CHAR LEE (or) SHAR LEE D DELTA DELL TAH E ECHO ECK OH F FOXTROT FOKS TROT G GOLF H HOTEL HOH TELL I INDIA IN DEE AH J JULIETT JEW LEE ETT K KILO KEY LOW L LIMA LEE MAH M MIKE N NOVEMBER NO VEM BER

Letter Word Pronunciation O OSCAR OSS CAH P PAPA PAH PAH Q QUEBEC KEH BECK R ROMEO ROW ME OH S SUGAR SHU GA T TANGO TANG GO U UNIFORM YOU NEE FORM (or) OO NEE FORM V VICTOR VIK TAH W WHISKEY WISS KEY X XRAY ECKS RAY Y YANKEE YANG KEY Z ZULU ZOO LOO

EXAMPLES… ACTIVITY MRS DONNAVAN D-O-N-N-A-V-A-N Delta, Oscar, November, November, Alpha, Van, Alfa, November Victor, India, Echo, Tango, November, Alfa, Mike VIETNAM ACTIVITY

OTHER COMMON EXPRESSIONS USED ON THE PHONE… May I ask who’s calling? Mrs._________ is not in at the moment. Do you know when he/she might return? Could I have your name and number (or room number)? How do you spell your name please? What is the best time to return your call? What is the best time to call Mr. ___________ Can you ask them to call me back on my cell phone

ANSWERS TO WORKSHEET Good morning. How may I assist you? Yes, I want to speak to your manager please. Please hold the line, I’ll connect you. I’m sorry sir, but Mr. Trump is out of the office at the moment. Can I take a Message? Yes, I would like to make an appointment for Wednesday . May I ask who is calling? Yes, I’m calling to find out what time the Breakfast buffet closes. Thank you for calling Son Tra Resort. Your call is very important to us. However, all our lines are busy at the moment. Please wait for the next available operator. We will be with you in less than one minute. Mr. Swanson is not available at the moment can I have your number so that he can return your call. I’m sorry, you must have the wrong number.

THANK YOU FOR CALLING, HAVE A GREAT DAY!