Business Correspondence Communicating over the Telephone.

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Presentation transcript:

Business Correspondence Communicating over the Telephone

Which phrases are the same?-1 1.The line’s busy. 2.Will you hold? 3.Who’s calling please? 4.Hold on. 5.I’ll put you through. a)Could I have your name? b)Can you wait? c)One moment. d)The line’s engaged. e)I’ll connect you.

Which phrases are the same?-2 1.This is … 2.A code. 3.Go ahead. 4.An extension number. 5.Anything else? a)I’m ready. b)An office number. c)Is that all? d)A country or area number. e)… speaking.

Silence Fillers-1 Sometimes you need to fill the silence while you look for something or you need to go away from the phone for a moment. On the next slide are several sentences you can use when you need to do this. You will need to put the words in the correct order. Put a comma where you would pause.

Silence Fillers-1 1.Right see let just me (ANSWER: Right, let me just see.) 2.Hold check on just a moment I’ll 3.Sorry I’m looking this just about 4.Bear moment me for with a 5.I’ll you put hold on

Silence Fillers-2 ANSWER 1.Right see let just me (ANSWER: Right, let me just see.) 2.Hold on a moment I’ll just check. 3.Sorry about this I’m just looking. 4.Bear with me for a moment. 5.I’ll put you on hold.

Voice Mail Instructions What number do you need to press to: l(NOTE: You will need to listen to the tape before you can answer these questions) a)replay a message? b)continue recording a message? c)delete a message? d)speak to an operator? e)transfer out of the voice mail system?

Voice Mail Instructions What number do you need to press to: l(NOTE: You will need to listen to the tape before you can answer these questions) a)replay a message? 6 b)continue recording a message? 4 c)delete a message? 7 d)speak to an operator? 2 e)transfer out of the voice mail system? l pound key ( # )

Answering Machine Listen to a message on a telephone answering machine and answer these questions. a)Where is Anne Parker going? b)How can you reach her?

Answering Machine Listen to a message on a telephone answering machine and answer these questions. a)Where is Anne Parker going? London b)How can you reach her?

Voice Mail Instructions What number do you need to press to: l(NOTE: You will need to listen to the tape before you can answer these questions) a)replay a message? 6 b)continue recording a message? 4 c)delete a message? 7 d)speak to an operator? 2 e)transfer out of the voice mail system? l pound key ( # )

Taking Messages-1 Listen to the tape. Find the mistakes in the note below, and correct them. A MESSAGE FOR:ANNE PARKER FROM:JerryTEL. NO Can’t make Tuesday meeting. Please call him tomorrow to fix another time Please Call Back XXXWill Call Again Urgent

Taking Messages-1 Listen to the tape. Find the mistakes in the note below, and correct them. A MESSAGE FOR:ANNE PARKER FROM:TerryTEL. NO Can’t make Thursday meeting. Please call him Wednesday to fix another time XXXPlease Call Back XXXWill Call Again Urgent

Taking Messages-2 Listen to the tape. Complete the message. A MESSAGE FOR:ANNE PARKER FROM:TEL. NO. Please Call Back Will Call Again Urgent

Taking Messages-2 Listen to the tape. Complete the message. A MESSAGE FOR:ANNE PARKER FROM:Lorella LazzariTEL. NO She wants confirm the arrangements for the visit to milan. Please Call Back √Will Call Again Urgent

SESSION #2 Types of Phone Conversations

Leaving a Message (wrong) #1 Receptionist 1.Good morning. CPC. 3.Wait.... Not here. Want to speak to the secretary? 5.I can connect you now. Caller 2.Mr. Wang here. I want Mary Lin, please. 4.Yes, please.

Leaving a Message (wrong) #2 Secretary 6.Accounts department. I am Gina. 8.Not in office. Message? 10.OK. Invoice number? Caller 7.Mr. Wang here. I wanted to speak to Mary Lin. 9.Yes. I’m calling about your last invoice. There is a problem. I must speak to Mary soon.

Leaving a Message (wrong) #3 Secretary 12.What? 14.Yes, I’ve got that. More? 16.Maybe she’ll get your message. Caller 11.AI AI386. Have you got that? 15.No.

Leaving a Message (correct) #1 R: Good morning. CPC. How can I help you? l C: Good morning, my name is Mr. Wang. I’d like to speak to Mary Lin, please.

Leaving a Message (correct) #2 R: Hold the line, please … I’m sorry, she’s out of the office at the moment. Would you like to speak to her secretary? C: Yes, please. R: I can put you through now.

Leaving a Message (correct) #3 S: Accounts department. Gina speaking. l C: This is Mr. Wang here. I wanted to speak to Mary Lin.

Leaving a Message (correct) #4 S: I’m sorry, she’s out of the office at the moment. Can I take a message? l C: Yes, I’m calling about your last invoice. There seems to be a problem. I need to speak to Ms. Lin as soon as possible.

Leaving a Message (correct) #5 S: Of course, Mr. Wang. Could you give me the invoice number? C: It’s AI386. S: I’m sorry, could you repeat that, please? C: Yes, AI386. That’s A for Australia and I for India. Have you got that?

Leaving a Message (correct) #6 S: Yes, I’ve got that now. Is there anything else? C: No, that’s all. S: OK, Mr. Wang. I’ll make sure she gets the message as soon as she comes in.

A-K Cristophe Terrien RGF