Topic 1.11.2 Phone Communication
“MARIA SPEAKING. HOW CAN I HELP YOU?”
DISCUSSION:
What steps do you take when a client is upset or angry on the phone?
How do you make sure your message is understood clearly during a phone call?
What do you do before making or receiving a crucial phone call?
Can you describe a time when phone communication helped resolve a business issue?
ACTIVITY: How to start and end a telephone call
Read these expressions for the telephone. Are they at the START or the END? Who says them? The CALLER, the RECEIVER, or BOTH?
Listen to two parts of a telephone call. Check your answers.
Telephone skills:
useful phrases
GROUP DISCUSSION:
How do you answer the phone at work?
Is there a protocol to follow if it is an unimportant call from a client?
Do you call people in other Departments? Who do you usually call? Why?
ROLEPLAY: work with a partner. Take turns to be the caller and hotel representative.
Telephone a hotel about:
-business services (meeting rooms, Internet access, fax)
-car parking and car hire
-rooms for 30 people next week
-buses from the airport.
ACTIVITY:
What are some common mistakes to avoid during phone calls at work?
1-Listen to parts of two telephone calls. What mistakes does the receiver make?
Listen again. How do the callers correct the information?
2-Listen to a telephone conversation
Useful phrases to take messages
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Practice the pronunciation of some words: click, listen and repeat
MAY | Pronunciation in English
COULD | Pronunciation in English
ACTIVITY:
ROLEPLAYS: work in pairs. choose one of the following tasks.
Roleplay Activity 1: Scheduling a Meeting
Scenario: You are an assistant at a company. A client calls to schedule a meeting with your boss, Mr. Smith. Your task is to take the message and ensure all necessary details are noted.
Instructions:
- Caller: You are the client. Call the company to schedule a meeting with Mr. Smith. Provide your name, preferred date and time, and the purpose of the meeting.
- Receiver: You are the assistant. Answer the call, take the message, and confirm the details with the caller. Write down the message to pass on to Mr. Smith.
Roleplay Activity 2: Handling a Complaint
Scenario: You work in customer service. A customer calls to complain about a product they received. Your task is to take the message and assure the customer that their complaint will be addressed.
Instructions:
- Caller: You are the customer. Call the company to complain about a defective product. Provide your name, order number, and details of the issue.
- Receiver: You are the customer service representative. Answer the call, take the message, and reassure the customer that their complaint will be forwarded to the relevant department. Write down the message to pass on to the team.
REAL-LIFE SITUATION ACTIVITY: work in pairs and improvise a real and probable telephone conversation between you and your workmate in a working context.