1. Module 4 - Communication
Telephoning
Module 4 - Communication

2. Good telephoning etiquette?
Always identify yourself at the beginning of all calls
Be sensitive to the tone of your voice
Think through exactly what you plan to say and discuss BEFORE you place a call
Do not allow interruptions to occur during conversations
Especially when leaving messages, speak clearly and slowly.
Build the habit of always turning off your cell phone ringer when entering a meeting, restaurant, theater, training class, or other place
Do not allow yourself to be distracted by other activities while speaking on the telephone

3. Starting a telephone conversation
Michelle: Hello, you’ve reached the marketing department. ________________? Male: Yes, _____________Rosalind Wilson, please? Michelle: Who’s calling, please? Male: It’s Richard Davies here. Michelle: Certainly. Please hold and I’ll________________. Male: Thank you. Michelle: Hello, marketing. How can I help? Male: Could I speak to Jason Roberts, please? Michelle: Certainly._____________________? Male: My name’s Mike Andrews. Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you … Okay - I’ll put him through.__________________, I’m just putting you through.
How can I help
can I speak to
put you through
Who shall I say is calling
Hang on a moment

4. Taking a message
Claire: Hello, finance department. Jennifer: Hello, _____________Adrian Hopwood, please? Claire: __________________________at the moment. Can I help? Jennifer: No, I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? Claire: In about an hour.____________________? Jennifer: Okay, I’ll do that. Claire: Or__________________? Jennifer: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he_______________. Claire: Can I take your number, please? Jennifer: Yes, it’s Claire: Okay, I’ll___________________________. Jennifer: Thanks very much for your help, bye! Claire: Goodbye!
can I speak to
I’m afraid he’s in a meeting
Can you call back later
can I take a message
could call me back
make sure he gets the message

5. Wrong number You must have the wrong number sorry about that
Male: Hello, this is the press office. Michelle: Rachel Allsop please. Male: I’m sorry,_________________________________. There’s no-one of that name here. Michelle: Oh. Can I check the number I’ve got…. is that not ? Male: No, it’s Michelle: Oh_________________. I must have dialled the wrong number. Male: No problem! Bye! Male: Hello, press office, can I help you? Ruth: Hello. Paul Richards, please. Male: I’m sorry,_______________________________, but he does work here. I’ll try and_________________. In future his direct number is Ruth: Did I not dial that? Male: No you rang Ruth: Oh, sorry to have troubled you. Male: No problem. Hang on a moment and I’ll put you through to Paul’s___________. Ruth: Thanks.
You must have the wrong number
sorry about that
you’ve got the wrong number
put you through
extension

6. Appointments I’m afraid he’s in a meeting
Michelle: Mr Hibberd’s office! Peter: Hello, can I speak to Brian Hibberd, please? Michelle: _____________________________until lunchtime. Can I take a message? Peter: Well, I’d like to arrange an appointment to see him, please. It’s Peter Jefferson here. Michelle:______________________________, Mr Jefferson. I’ll just look in the diary. So when’s convenient for you? Peter: Some time next week if possible. I gather he’s away the following week. Michelle: Yes, that’s right, he’s on holiday for a fortnight. Peter: Well, I need to see him before he goes away. So would next Wednesday be okay? Michelle: Wednesday …let me see … he’s out of the office all morning. But _____________ in the afternoon, after about three. Peter: Three o’clock is difficult. But___________________________. Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd’s office? Peter: Yes, that sounds fine. Thanks very much. Michelle: Okay, then. Bye.
I’m afraid he’s in a meeting
Could you hold on for a minute
he’s free
I could make it after four

7. Put the conversation in order
9 Claire: Hello, finance department
6 Female: Hello, can I speak to Adrian Hopwood, please?
11 Claire: I’m afraid he’s in a meeting at the moment. Can I help?
8 Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting?
5 Claire: In about an hour. Can you call back later?
10 Female: Okay, I’ll do that.
1 Claire: Or can I take a message?
2 Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that
I’m in the office all day if he could call me back.
7 Claire: Can I take your number, please?
4 Female: Yes, it’s
13 Claire: Okay, I’ll make sure he gets the message.
12 Female: Thanks very much for your help, bye!
3 Claire: Goodbye!
1 Claire: Or can I take a message? 2 Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back. 3 Claire: Goodbye! 4 Female: Yes, it’s Claire: In about an hour. Can you call back later? 6 Female: Hello, can I speak to Adrian Hopwood, please? 7 Claire: Can I take your number, please? 8 Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? 9 Claire: Hello, finance department 10 Female: Okay, I’ll do that. 11 Claire: I’m afraid he’s in a meeting at the moment. Can I help? 12 Female: Thanks very much for your help, bye! 13 Claire: Okay, I’ll make sure he gets the message.

8. Fill in the gaps:
speaking
- Bayern Pharma Travel Agency. Mr. Jones (1)________. Can I (2)________ you? - Good morning, (3)________ is Ms White (4)________ AXA Company. (5)________ I speak (6)________ Mr Smith? - Yes, of course. Would you (7)________ a minute. I´ll (8)________ you (9)________ I am (10)________, he is not (11)________ at the moment. Would you like to (12)________ a message? - No, thank you. When could I call him (13)________? - Could you please (14)________ him (15)________ tomorrow morning? - Yes, of course. Thank-you very much. Goodbye. - Goodbye.
help
this
from
Could to
put
hang on
through
afraid in
leave
back up
ring
afraid back Could from hang on help in leave put ring speaking this through to up

9. Fill in the gaps:
1. Mr. Smith, your customer is ________the line. 2. Could I speak __________Miss Jones, please? 3. Could you look ______ a number ________the Yellow Pages _______me? 4. Look _________the classified section _______ telecommunications. 5. Which department does he work __________ ? 6. You won’t find me _______the phone book. I have an unlisted number. 7. We’ve been cut __________again. 8. It’s a bad line. Hang __________and I’ll ring you back. 9. He’s not __________I’m afraid. 10. Can I put you ____________ to his secretary instead? 11. Do you happen to know the country code __________Sweden? 12. I can’t hear you very well. Would you speak________ please? 13. Make the bookings________ phone, then send an to confirm them. 14. I’ll see if I can get hold__________ her __________ you. ON TO UP IN
FOR OF
UNDER
FOR IN
OFF UP IN
THROUGH
FOR UP
OVER OF
FOR

10. FOR
15. Mr. Smith, there’s a call_________ you. 16. I’m calling __________ your ad __________ today’s paper. 17. I’ll ring you back__________15 minutes. 18. Can you take our order_________ the phone? 19. Naturally I’ll send a confirmation_________ writing later__________. 20. He’s been _________ the phone__________ the last 45 minutes. 21. Goodbye, and remember_______ give my regards ______ your wife. 22. I’m very grateful __________ you __________all your help. 23. Don’t you have any record__________ our order? 24. We placed the order__________ you last month. 25. Sorry, we have nobody here__________ that name. 26. It’s still busy. She must have left the phone_______ the hook. 27. There’s no Mr. Smith__________ this number, I’m afraid. 28. ‘Reverse charges’ means that they pay_______ the other end.
ABOUT IN IN
OVER IN ON ON
FOR TO TO TO
FOR OF
WITH
UNDER
OFF
UNDER ON

11. Tactful responses Tell the caller:
Mr. Smith is not in the office at the moment. Would you like to leave a message on his voic ?
Mr. Smith has stepped out of the office. Would you like to leave a message on his voic ?
I expect him shortly. Would you like to leave a message on his voic ?
Miss Smith is out of the office for the day. Could someone else help you or would you like to leave a message?
Miss Smith is unavailable at the moment. Would you like to leave a message on her voic ?
Miss Smith is unavailable right now. But if you call in about an hour , she should be able to take your call.
What you mean:
Mr. Smith is out.
I don’t know where Mr. Smith is.
Mr. Smith is in the men’s room.
Mr. Smith hasn’t come in yet.
Mis Smith took the day off.
Miss Smith doesn’t want to be disturbed.
Miss Smith is busy.

12. Telephone conversations
- Hello, are you there?
- No, I’m Knott.
- Yes, who are you, please?
-Will you tell me your name then?
- Watt
Will Knott
-What’s your name?
-Knott.
-Watt is my name.
- Why not?
Yes, what is your name?
- My name’s Knott.
- My name is John Watt.
- Not what?
- John what?
Watt Knott!
- Yes.
Not Watt,
- ???? I’ ll call you again.
- What…
- All right. Are you Jones?

13. Complaints
” They let me talk on and on only to realize that they were not the person I should have been talking to.”
”I called the wrong department for help, they didn’t give me any suggestions as to where I should be calling, they just said, 'I don't know, not our department.'”
"They didn’t listen clearly to my needs, then they transferred me to the wrong person.“
"They answered with an aggravated voice, as if I disturbed them by calling.“