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

2. 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

3. 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.

4. 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

5. 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?

6. 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

7. 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?

8. 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

9. 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.

10. 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

11. 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

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

13. Conversation 1

14. 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

15. 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

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

17. 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.

18. CONVERSATION 2

19. 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

20. TElepHone Conversation Pattern 3: absence

21. Let’s practise
Try completing exercises 4 and 5 (page ) on telephone exchanges.
Refer to Appendix A on page for notes on useful language structures and expressions to use in making/receiving telephone calls.
Try exercise 8 and 9 (page ).
Refer to Appendix B (page )

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

23. 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)

24. 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?

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

26. 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?

27. 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.

28. 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.

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

30. References