Business Correspondence

Communicating over the Telephone

Which phrases are the same?-1 1. The line’s busy. 2. Will you hold? 3. Who’s calling please? 4. Hold on. 5. I’ll put you through.

a) Could I have your name? b) Can you wait? c) One moment. d) The line’s engaged. e) I’ll connect you.

Which phrases are the same?-2 1. This is … 2. A code. 3. Go ahead. 4. An extension number. 5. Anything else?

a) I’m ready. b) An office number. c) Is that all? d) A country or area number. e) … speaking.

Silence Fillers-1 • Sometimes you need to fill the silence while you look for something or you need to go away from the phone for a moment. On the next slide are several sentences you can use when you need to do this. You will need to put the words in the correct order. Put a comma where you would pause.

Silence Fillers-1 1. Right see let just me (ANSWER: Right, let me just see.) 2. Hold check on just a moment I’ll 3. Sorry I’m looking this just about 4. Bear moment me for with a 5. I’ll you put hold on

Silence Fillers-2 ANSWER 1. Right see let just me (ANSWER: Right, let me just see.) 2. Hold on a moment I’ll just check. 3. Sorry about this I’m just looking. 4. Bear with me for a moment. 5. I’ll put you on hold.

Voice Mail Instructions • • What number do you need to press to: l(NOTE: You will need to listen to the tape before you can answer these questions) a) replay a message? b) continue recording a message? c) delete a message? d) speak to an operator? e) transfer out of the voice mail system?

Voice Mail Instructions • • What number do you need to press to: l(NOTE: You will need to listen to the tape before you can answer these questions) a) replay a message? 6 b) continue recording a message? 4 c) delete a message? 7 d) speak to an operator? 2 e) transfer out of the voice mail system? l pound key ( # )

Answering Machine • Listen to a message on a telephone answering machine and answer these questions.

a) Where is Anne Parker going?

b) How can you reach her?

Answering Machine • Listen to a message on a telephone answering machine and answer these questions.

a) Where is Anne Parker going?

London b) How can you reach her? 091 551 804

Voice Mail Instructions • • What number do you need to press to: l(NOTE: You will need to listen to the tape before you can answer these questions) a) replay a message? 6 b) continue recording a message? 4 c) delete a message? 7 d) speak to an operator? 2 e) transfer out of the voice mail system? l pound key ( # )

Taking Messages-1 • Listen to the tape. Find the mistakes in the note below, and correct them.

A MESSAGE FOR:

FROM: Jerry Can’t make Tuesday meeting. Please call him tomorrow to fix another time

ANNE PARKER

TEL. NO.

01223 50621 XXX Please Call Back Will Call Again Urgent

Taking Messages-1 • Listen to the tape. Find the mistakes in the note below, and correct them.

A MESSAGE FOR:

FROM: T erry Can’t make Thursday meeting. Please call him Wednesday to fix another time

ANNE PARKER

TEL. NO.

01223 50621 1 XXX XXX Please Call Back Will Call Again Urgent

Taking Messages-2 • Listen to the tape. Complete the message.

A MESSAGE FOR:

FROM:

ANNE PARKER

TEL. NO.

Please Call Back Will Call Again Urgent

Taking Messages-2 • Listen to the tape. Complete the message.

A MESSAGE FOR:

FROM: Lorella Lazzari She wants confirm the arrangements for the visit to milan.

ANNE PARKER

TEL. NO.

2-738-2541

√

Please Call Back Will Call Again Urgent

SESSION #2 • •

Types of Phone Conversations

Leaving a Message (wrong) #1

Receptionist

1.Good morning. CPC. 3.Wait. ... Not here. Want to speak to the secretary? 5.I can connect you now.

Caller

2.Mr. Wang here. I want Mary Lin, please. 4.Yes, please.

Leaving a Message (wrong) #2

Secretary

6.Accounts department. I am Gina. 8.Not in office. Message? 10.OK. Invoice number?

Caller

7.Mr. Wang here. I wanted to speak to Mary Lin. 9.Yes. I’m calling about your last invoice. There is a problem. I must speak to Mary soon.

Leaving a Message (wrong) #3

Secretary

12.What? 14.Yes, I’ve got that. More? 16.Maybe she’ll get your message.

Caller

11.AI386 13.AI386. Have you got that? 15.No.

Leaving a Message (correct) #1 • R: Good morning. CPC. How can I help you? l • C: Good morning, my name is Mr. Wang. I’d like to speak to Mary Lin, please.

Leaving a Message (correct) #2 • R: Hold the line, please … I’m sorry, she’s out of the office at the moment. Would you like to speak to her secretary? • C: Yes, please. • R: I can put you through now.

Leaving a Message (correct) #3 • S: Accounts department. Gina speaking. l • C: This is Mr. Wang here. I wanted to speak to Mary Lin.

Leaving a Message (correct) #4 • S: I’m sorry, she’s out of the office at the moment. Can I take a message? l • C: Yes, I’m calling about your last invoice. There seems to be a problem. I need to speak to Ms. Lin as soon as possible.

Leaving a Message (correct) #5 • • • • S: Of course, Mr. Wang. Could you give me the invoice number?

C: It’s AI386. S: I’m sorry, could you repeat that, please? C: Yes, AI386. That’s A for Australia and I for India. Have you got that?

Leaving a Message (correct) #6 • S: Yes, I’ve got that now. Is there anything else? • C: No, that’s all. • S: OK, Mr. Wang. I’ll make sure she gets the message as soon as she comes in.

6 Cristophe Terrien RGF 76905 A-K