1. 1 Pertemuan 3 Using the Telephone Matakuliah: G0502 / English for Secretaries Tahun: 2006

2. 2 Quote of the day “It is more important to do the right things than to do things right.” - Peter Drucker -

3. 3 Telephone Manners

4. 4 Reading 1 Handling telephone calls http://esl.about.com/library/speaking/blt elephone_vocab.htm http://esl.about.com/library/speaking/blt elephone_exercises.htm http://www.business-english- training.com/phone.htm

5. 5 Telephone Manners Reading 2 Taking a message Putting the caller on hold Transferring a call Answering machines Answering services Dealing with an irate caller Dealing with a crank or abusive caller

6. 6 Telephone Conversation Practice May I take a message It’s Culture http://esl.about.com/library/speaking/ bltelephone_message.htm May I speak to… Pair work http://esl.about.com/library/speaking/ bltelephone_role.htm

7. 7 Telephone Conversation Practice

8. 8 Telephone Message While you were out…