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Telephonic Skills

Skill development

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34 views13 pages

Telephonic Skills

Skill development

Uploaded by

Khushi Kumari
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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CHAPTER 9% Telephoning Skills ; i . ; t 9.4 Listen (0 audio 77 and write down the correct audio number under each picture. Audio77A — Audio77B = Audio 77C =~ Audio 77D += Audio 77E Audio 77 F 9.2 You just learnt some new expressions for phone calls. Now choose words from the following box and write them next to the expressions. buying time expressing inability _ confirming receipt of information | ; a eh : requesting someone to repeat interrupting politely closing a call _— ane i ~ = ~ a. Umm...could you hang on for asec. Someone’ calling me on the other line. 92 Spoken English for My World b. Just a moment. Let me check that on my system, ¢. I'm sorry, but I can't hear you clearly. I think I'll write that down. Could you please say that once again? .. a Thanks for calling, I'l pass on your message : I've already emailed you the details. Could you please check and let me know as soon as possible? > oe Taking and Leaving Messages » Gr sairiereacetien conversations in this section. Read and listen to audio 78 which is about noting down information and repeating what the person hears. q Receptionist: Hello, Jiva Technologies, good morning! Gayatri: Hello! This is Gayathri Balasubramanian from Madura. I'd like to speak to Mr Vedant Shroff, please. Receptionist: Oh, I’m sorry Mr Shroff is not here at the moment. Can | er...could | have your name again, please? Gayatuel: Yes, Gayathri Balasubramanian, G-AY-A-T-H-R1 and Balasubramanian spelt BAL- AS-UBRAMANLAN. Receprionist: Gayathri Balasubramanian from Madurai, right? Gayaturl: Yes, thank you! Receptionist: Do you have a message for Mr Shroff that | could pass on? Gayatel: Could you ask him to call me when he’s got a moment? Receptionist: Yes, I'll do that. Does he have your number? GayatuRl: No, | don’t think so. It’s 96440001334. Receptionist: I'll repeat that: 96440001334. Gayatri: Correct. Receptionist: Okay. Thanks for calling. Mr Shroff will get in touch with you. GayatHri: Oh, that’s good. Thank you. ® 9 @) 9.4 Can you guess and fill in the blanks in this conversation? Listen to the audio and check. 6 G Manis: Hi, Manish Singh here from Belur, Karnataka. Dave Abraham ... ? ASSISTANT: Pardon? Who you like to speak to? MANnisH: Ub ......-... Dave Abraham? Is he there? I think he works with accounts. ~~ Telephoning Skills, Who's calling Manish Singh. stant Assist Mee satan rare a Me Abeba akeach it eae J ask him to MANS! F conversation you just Ii 4 95 In the oa os dust listened to, how could the assistant improve his peter lve, 7 OUT improved responses and then listen to audio 80 for the improved version, 4: No, thanks. | think I'll email .. 9.6 Read and listen to this Sonversation. This conversation is not the best way of ‘ taking messages. You will realize why asking for repetition” and confirming” what you hear is important while talking over the phone. Tea: Hello, my names Tara Sharma, thank you for calling Pereira Brothers, how may | help you? Gautam: Hello, my name’s Gautam Thakral, that’s T-HLA-K-RALL, Gautam. THaKeAt. I'd like to talk to Farhaan Malik, if| may. Tara: Okay, well I'm sorry but Farhaan’s talking to someone on another line just now. Can | take message or um.. maybe... I can help you? /Gautam: Yes, please. Could you tell him that | called and that we no longer accept scanned invoites'”'? So, he needs to send us the original invoice by regular mail or courier. Ty: Sure. Does he have your address? —Gautam: Yes, he does. But could he also send one to my home address? It’s 4311/5 Hudson Lines, Kingsway Camp, Bangalore. Taxa: Let me check that, Gautam Thakral,...ah Gautam: No, 4311/5 Hudson Lines, Kingsway Camp. Tara: Right, okay, 4311/5 Hudson, Camp did you say. Then Kingsway Road, right? Gautam: No, Hudson Lines, Kingsway Camp. CA-MP, Camp. okay 431/5 Hudson Camp, Bangalore. Tara: Bangalore. Grutam: Yeah, that's correct. Tse: Okay. May I have your phone number too? Gautam: Yes, it's 908754488122. Tata: Right, thanks. Ill give the message to him and maybe he'll do that today. Uton ~ dhe act of saying or doing the same ar firming — m something & (ruc ~LOMage Sacaaerere Spoken English for My World jon in audio 82 to learn how to i 9.7 Now, listen to another model conversation in audio & all confirming information. mpro, = . your skill on repeating and ¢ or taking messages over the phone Here is some key vocabulary Purpose Requesting for call transfer; Asking for someone over the phone Apologizing; politely beginning to. other person is unavailable Offering help/alternatives seeking confirmation a. I'd like to speak (talk) to...if | may/Could | speak to.../May I speak to, b. I'm sorry, but... ¢. Can | take a message..../Can | ask him to. d. Let me check that.../...right Would that be alright? e. It’s a pleasure...thanks for calling, etc 9.8 Now match the following. i, Sorry he is not here right now. \ b. Hi, may I speak to Abhishek please? ii. Okay, it is J-I-G-N-E-S-H. Ji c. Could you spell your name please? iii, Hello, this is Bidisha. d, Hello, this is Karan. Can you put me iv. Sorry, this is a wrong number... a, Hello, may I know who is speaking please? through to Extension 201 ple: ¢. Hello, I am trying to get through to y. Sure, please hold on a mom 86123456783. while I put you through... OE 7 » @% 9.9 Read and listen to this conversation. Why does the caller have to repeat _ information? | ot GG Receptionist: Good Morning, Fundo Media, how can | help you? Liam: Hi, my name’s Liam and I’m calling from Imphal in Manipur. I’m calling to Bee / \o interview. My interview is with Mr Kapadia at 11 a.m. tomorrow. , ccePTIONIST: I’m sorry, | didn’t catch that. Could you repeat your name, Liam: Yes. Liam: L--A-M. I'm Liam Ayekpam. A-Y-E-K-P-A-M. Recernontst: Right I've got that now. So, when do you think you can come? ae Liam: Any time between noon and three is fine. § mie RECEPTIONIST: So, you could come in at three Mr Avecoam? Liam: Yes, if that’s fine with you! Me please? pe iL eae pompone ~ wo decide that something will be done alter dare 5 Telephoning Skills nist: Hold on please, I'll check with M : r . ? Kapadia... (MUSIC)...Er...could you come at Half pest twelve, did you say? '’ Common Error: = Hi Kapil, good morning. Gaurav this side. * Lam RecePTIONIST No, it’s half-past two. Lave: Olay. I'll be there, Thank you, RecePTIONIST: Thank you for calling, Good morning Kapil. This is Gaurav. ¥ tna: Thankyou! 9 § the expressions in italics i ‘ . The expressions in Halies in the conversation you just read are different ways of asking for repetition and repeating something over the phone. Here are some possible situations for asking for repetition over the phone. + Repeating for name and spelling. + Missing out on key detail when caller floods us with information. + Reconfirming every bit of information by repeating it politely. 9.10 Complete the sentences by choosing the correct option. Then listen to audio 84 and check if you are right. a. Cant an ... (speak/say/spoke) to Harvinder Kaur, please? (Myself /I’'m/My name is/) Meera Chandran. (calling/living/speaking) from Coimbatore. sax (put/fix/allow) me through to the billing c I'm d. Can you department, please? e. I'd like to... (about/for/on) my last bill. nversation by choosing the right words. Then listen to the (knew/know/be knowing) ... 94 Complete the co: conversation and check if you are right. call leave ring calling needs ~— take get do could let ‘i Receptionist: Mesa ison rg line right now Form Soe, DO ae ma Petite hancesta tae ee a oe that Could ou repeat pease? Routt: ROT Rohit) AD C for Delhi) HIKARI Ges a bi; ne = plomation he can vars oe - our Vice ies ps nce he’s hee. ‘monst: A\ll right! Thanks for ~ — Spoken English fr My World orci aula Look at this flow chart and listen to the conversation in exercise 9,12. Call transferred to secretary with — Receptionist opens Caller responds and conversation (Good identifies themself and appropriate courtesy ai morning...how can | help expresses purpose of —__, apology for waiting (I'll you?) calling (Hello, this....I'd. put you through to...., Could you hold on for minute?) i) y a Secretary takes the call ‘Let A and politely enquires Secretalyeays ete Secretary politely rejects about appointment = —» Sag a + ate ing. > Galler’s preference and skin preferences (When would she callelignd axeiGe reschedules . him/her to wait. : you like to...) j a Secretary offers Caller expresses gratitude sac is further help and accepts offer — Caller and secretary close call, setting up expectations for the meeting Notice how the conversation in exercise 9.12 is extremely formal but shows that the callers ar polite and efficient!” This ts how we go about organizing a phone conversation aimed at fixing an appointment. > 922 Reead and listen to'this conveceacl ome ta about making an appointment over phone. © Recernonist: Good morning! Ths is Siddhu Traders, how can Thelp you? ~)\Gautam: Hello, this is Gautam Chintamani calling from Singapore. I'd sent a mail seeking an appointment with Mr Gagandeep Siddhu. Receptionist: Oh yes, I'll put you through to his secretary. Could you hold on for a minute, please. Gautam: Sure. : 123. efficient ~ works well and produces good result ? SECRETARY: Hello, Mr Chintamani, Next Tuesday, if that’s possible, Gaus’ secretary’ I'll send you an email mentionin: vy you Right schedules" I can even hel now Y Telephoning Skills thank you for caling. When would you want to meet gaactans: Let me checks [Van Fel Ie cl eam eeu nt Lay sremincteven breakfast That would be very nice. 8 the date and place for your meeting. If you let me Ip you find a hotel. you nex Gautam: Thank you. Goodbye. gcctasy: Goodbye, Mr Chintamani. 9 Expression a b. Jook forward to... Is that everything? Oh thank you very much, that’s really kind. That would be very nice. Let me check. I think he'd like to If that’s possible . When would you want to meet... Gautam: Oh thank you very much, that’s really kind. : Not at all. Is that everything? Gautam: Yes: | think so. I'll look forward to your email. Do you have my email ID? secretary: Yes of course. Thanks a lot for calling, Mr t week, Chintamani. We look forward to seeing 9.13 Read and listen to the conversation again. Match the expressions in italics in the conversation to the meanings they convey. Communicative meaning iv, vi. viii. i. ...0Il put you through to... ix. J. Could you hold on fora minute, x. please? k. Good morning...how can Thelp xi you? 2a hae ** ight schedules — flight timings 5 spologizing ~ saying that you are sorry for causing a problem or doing something wrong requestin, apologizing" in advance alerting caller about possibilities of refusal expressing expectation (Mr Chintamani); closing the call (Secretary) polite enquiry to find out if the caller needs more (Secretary) rejecting proposition and rescheduling usual greeting to begin a conversation over phone expressing gratitude when you get a favour unexpectedly (Mr Chintamani) responding to a request to connect agreeing (Mr Chintamani) polite enquiry about appointment preferences the caller to wait; . making a request very politely (Mr Chintamani) — Spoken English for My World @) 9.14 Do you know how to reschedule (change the time or date) an @PPodntiaiaagy dio 87 and complete the chart, over phone? Look at this chart Listen to au sation between two colleagues (as they a This is a slightly less formal com friends too) in the same compa Refer to the original appointment (I don’t think we can ~ 1 Explain why you need to change the appointment. (I’m t Request for a new appointment and negotiate. (Could we «.. . 1 Confirming and signing off (See you . > i €} 9.15 Sometimes we make phone calls to tell people we are not happy with their products and services. Read and listen to the following model conversation, © G Receprionist: Good afternoon, this is EBHL. How can | help you? mem: Hello, my name’s Smriti Baruch and I’m calling from Jaiswal Engineers in Kolkata. Vd lke to speak to Mr Joe Wahlang, please. RecEPTIONIst: Sorry, Ma’am, Mr Wahlang’s busy on another line. | could ask him to call you back. Smami: No, thank you. | think I’m going to wait on this line | think he’s free now. I'm putting you through to him ina Receptionist: Let me check....umm second. We Hello, Smriti, how are you? Seren ieeee ale nleyata Bab there {s an issue with the valves you supplied taltaieam J October. Jor: Okay. Have you sent us an email or fax on this? Smam: Yes of course. And, we haven't heard from your sales officer or engineers ever since. It fact, someone told me your engineers were not capable” of repairing them and we need to as you for replacements. Joe: That’s worrying indeed. I'm sory you've had to go through this. Could you tell me the purchase invoice number? Smam: Well, hang on, er.-.its QAJ1209866653. Jor: QAI, J for Jaipur, 120986653, right? 2a ls 126 capable — able to do something well ¥ Telephony Skills 9 1. No t's QASI209866683, There are 3 si Thank: ve got tht now: 'm going to callin Mr Menon, why we aren't able to repeir these, We'll ether get Jot derstand ¥ them in a week our engineering chief, and your valves working or replace saamn: Thank you so much. Could you email me Your response to our complaint Jot: You're welcome. I'l do that right away. Is there anything else? usin, No. That willbe all, Joe: Thank you. Bye. 9 9 Grammar Read these sente (Expressing conditions) es. These are excerpts" from conversations over the phone Ifshe comes back to her seat, PIL ask her to call you back If he’ in Chennai next Ti like to make an appointment with him. These sentences talk about conditions. These are real conditions where we are tryit sto say that we will do something ifa condition is met. The form of these kind of sentences that talk about real conditions is Condition + Result Ifshetomes back to her seat + I'll ask her to call you back + We use a first conditional to talk about future events that are likely to happen. So, these are real conditions. If he’s in Chennai next week, I'd like to make an appointment with him (future event that is likely to happen) * Note that we should not use will or won't in the “if...” part of the sentence Ianyone will calls, say I'm on another line. * If anyone calls, say I’m on another line. ¥ * A comma separates the condition (if. part of the sentence) from the result part of the sentence 9.16 Now, complete the conversation using conditional sentences. You can use the hints given in brackets. 6 kan: I've just heard that there might be a delay in delivering! Confirm if the news is tue? Aisitae: Sure... Yes | think there’s been some issues with power supply. However, if power 8 the orders. Could you please Supply . WEE A cos cn sce csccss- (be able deliver) on time. an ce that is taken from & longer one ©xcerpts — a short part of writing: _ 15 delivering ~ sending goods to somes jody who has ordered them eee 129 alternate ~ that can be used in place of something else of 100 Spoken Kinglats far My World foesn’t improve? Could you tell me how Rav: Okay, But, what ifthe power suP°H d make alternate"? arrangements? AxsHAR: Umm, ..We'll come bae Ravi: Er...if you don’t mind, coule AKSHAR: Sure, go ahead. ’ Ravi: Why don’t you speak to the pows! corporations? Hh: to them right now, things.» vo aee OD Improve go to someone else. Arie Oh; please don’t cancel willl ieee deaeuss (not/resolve) this issue immediat Ravi: | understand and if you ...-5+199* « (there/going) bod customer relations for years to come, h a plan k to you wil hing? J | suggest some ext week. Otherwise | the orders, If you cancel the orders, WE: + Pronunciation Falling-rising Intonation One of the key things about telephonic conve a falling-rising intonation, Using falling tones can mal dio 89 and check how the two kinds of pronunciations rsations is sounding polite. Polite exp ke us sound curt and rude. 9.17 Listen to au Falling tone Falling-rising tone i. stato” UP Hello “ How can I help you? S Just a minute, please. x Is this Rishabh? Is this Rishabh? W 9.18 Now, practice saying these expressi ‘pressiol i ni eatedTEaclsieyah'ae correct Sit cide a, Hello, how can I help you? b. Hello, may I speak to your Sales Manager? c. Sure. Please hold on for a second, : d. Sorry. think he’s busy in a meeting, e. I want to book rooms in your hotel, Telephoning Skilh , co through the following tist o oe aking telephone calls, Listen the compa f sentences/phras to the cue: ‘on DVD and record them, Playb: that can be useful for audio 91. Write your responses in ack and review your recording. jnroducing Sev eo Rien genase Taking/Leaving yourself Bai” not available messages + Good morning, * Fa ttke to speak to WF « tm sorry he'/she's\t+ Could you give him/ Aristo. Hello, this «vy please, not available. her a message? is. fom 7 Could 1 have th

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