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

3. At the end of this unit, students should be able to 1.Construct WH-questions 2.Use specific words and phrases to make and receive telephone calls 3.Make and receive telephone calls LEARNING OUTCOMES

4.  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. WHY IT IS IMPORTANT TO MAKE EFFECTIVE CALLS

5.  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 FACTS ON TELEPHONE CONVERSATIONS

6.  Consider the following before you pick up the receiver to make or answer the call; 1.Is the person the caller or the receiver? 2.What is the purpose of the call? 3.What is the conventional pattern or structure of a telephone call? 4.What are the language forms and functions normally employed in a telephone conversation? 5.What are the do’s and don’ts in a telephone conversation? WHEN MAKING A CALL…

7. DOs 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 THE DO’S AND DON’TS (MORE NOTES ON PAGE 213)

8.  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? CONVENTIONAL PATTERN OF A PHONE CALL

9.  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 TELEPHONE CONVERSATION PATTERNS

10.  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. BASIC PATTERN OF A BUSINESS CONVERSATION

11.  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- CALLER’S CHECK LIST

12.  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- RECEIVER’S CHECK LIST

13.  Refer to page 216 for a flow chart of pattern 1. TELEPHONE CONVERSATION PATTERN 1

14. CONVERSATION 1

15.  Listen to the conversation again and take note of: i.Specific phrases used in the conversation ii.The basic pattern of a business telephone call iii.Telephone conversation pattern 1 CONVERSATION 1 (REPEAT)

16.  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 SOME USEFUL PHRASES

17.  Try completing exercises 1 to 3 (page 215-218) on telephone exchanges. LET’S PRACTISE

18.  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. TELEPHONE CONVERSATION PATTERN 2: NON- AVAILABILITY

19. CONVERSATION 2

20.  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 SOME MORE USEFUL PHRASES

21. TELEPHONE CONVERSATION PATTERN 3: ABSENCE

22.  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) LET’S PRACTISE

23.  The three types of questions i.Yes/No questions ii.Information or Wh-questions iii.Double questions LANGUAGE FOCUS – CONSTRUCTING WH- QUESTIONS

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

25. Sample sentence 1- Is he an accountant? 1.What is the type of verb used in this sentence? 2.Can you try making another question with the other types of verb to be? Y/N QUESTION

26. Who? What/which? When? Where? Why? INFORMATION OR WH-QUESTIONS

27. 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? HOW DO I FORM A WH-QUESTION?

28.  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: 1.Ask for information about a person. 2.Ask for information about things. 3.Ask for information about time or date. 4.Ask for information about place or location. 5.Ask for information about reasons or causes. LET’S PRACTISE

29.  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. DOUBLE QUESTIONS

30.  Take turn to ask the partner next to you a form double question. LET’S PRACTISE

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