1. 10. Hafta

2. BUSINESS TELEPHONE CONVERSATION

3. Telephone English - Important Phrases
Operator: Hello, Frank and Brothers, How can I help you?
Peter: This is Peter Jackson. Can I have extension 3421?
Operator: Certainly, hold on a minute, I'll put you through...
Frank: Bob Peterson's office, Frank speaking.
Peter: This is Peter Jackson calling, is Bob in?
Frank: I'm afraid he's out at the moment. Can I take a message?
Peter: Yes, Could you ask him to call me at . I need to talk to him about the Nuovo line, it's urgent.
Frank: Could you repeat the number please?
Peter: Yes, that's ….., and this is Peter Jackson.
Frank: Thank you Mr Jackson, I'll make sure Bob gets this asap.
Peter: Thanks, bye.
Frank: Bye
asap=as soon as possible

4. Introducing yourself This is Ken. Ken speaking
Asking who is on the telephone Excuse me, who is this? Can I ask who is calling, please?
Asking for Someone Can I have extension 321? (extensions are internal numbers at a company) Could I speak to...? (Can I - more informal / May I - more formal) Is Jack in? (informal idiom meaning: Is Jack in the office?
Connecting Someone I'll put you through (put through - phrasal verb meaning 'connect') Can you hold the line? Can you hold on a moment?
How to reply when someone is not available I'm afraid ... is not available at the moment The line is busy... (when the extension requested is being used) Mr Jackson isn't in... Mr Jackson is out at the moment...
Taking a Message Could (Can, May) I take a message? Could (Can, May) I tell him who is calling? Would you like to leave a message?

5. Leaving a Message Introduction - - - -
Hello, this is Ken. OR Hello, My name is Ken Beare (more formal).
State the time of day and your reason for calling
It's ten in the morning. I'm phoning (calling, ringing)
to find out if ... / to see if ... / to let you know that ... / to tell you that ...
Make a request
Could you call (ring, telephone) me back? / Would you mind ... ? /
Leave your telephone number
My number is .... / You can reach me at .... / Call me at ...
Finish
Thanks a lot, bye. / I'll talk to you later, bye.

6. Leaving a Message Introduction - - - - Hello, this is Ken. OR
Hello, My name is Ken Beare (more formal).
State the time of day and your reason for calling It's ten in the morning.
I'm phoning (calling, ringing) to find out if ... /
to see if ... /
to let you know that ... /
to tell you that ...
Make a request Could you call (ring, telephone) me back? /
Would you mind ... ? /
Leave your telephone number My number is .... /
You can reach me at .... /
Call me at ...
Finish Thanks a lot, bye. /
I'll talk to you later, bye.

7. Basic Telephone Skills
Appropriate greetings and endings
The three elements of an appropriate greeting are:
identifying your company
giving your name and job title/department
asking how you can help the caller.
When you close the call you should:
make sure that the caller has no more queries
thank the caller
let the caller put down the receiver first so they don't feel you have cut them off.
Listening skills
interruptions could be 'yes', 'I see', 'Okay', ‘right,’ ‘I know what you mean’,
or they could be prompts to encourage the caller to say more:
'is that true?', 'are you sure?', etc.

8. We ordered 600 but when we checked the consignment,
an example of a call where active listening skills are used and a course of action is agreed:
A: Good morning, John Sharp speaking. B: John, hello. Tony Mills from Mega deals here.
I've got a problem with that last order… A: A problem, did you say? B: Yes, well the order was incomplete.
We ordered 600 but when we checked the consignment,
it was obvious that we hadn't got them all. A: So how many were you short? B: Well, they came in boxes of 50 and we only had  8 boxes so we're missing The thing is, it wouldn't normally be a hassle but you see… A: When do you need the remainder? B: By Monday; we must have them by Monday. A: Immediately after the weekend, you say? B: Well, we could just stretch to Tuesday but no later because… A: Okay, leave it with me.
I'll get on to dispatch and make sure you get another 200 by Tuesday at the latest. B: Thank you, I’ll call you back if there’s a further problem.

9. What you should do is: listen without interrupting
gather the facts and make a note of them
take their details so you can get back to them
sympathize with them and offer to act as fast as you can
apologize if you have made the mistake
stay calm even thought the caller is angry and possibly abusive.

10. Remember not to: let it ring more than four times
eat and drink while talking on the phone
be too familiar
talk to someone else in your office
have too much background noise
speak too quietly or too loudly
speak too quickly.

11. Telephone Conversation 1: Cindy is a student who wants to speak to Mr
Telephone Conversation 1: Cindy is a student who wants to speak to Mr. Lau to arrange a visit to his company. Mr. Lau is not there. What does she say to make sure she gets to speak to him next time she calls?

12. Telephone Conversation 2: Cindy is a student who wants to speak to Mr
Telephone Conversation 2: Cindy is a student who wants to speak to Mr. Lau to arrange a visit to his company. Notice how she makes all the arrangements in one call. What does she say to make sure she does not have to call and check details again?

13. Telephone Conversation 2: continue…