1. Business Correspondence Communicating over the Telephone

2. 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.

3. 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.

4. 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.

5. 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

6. 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.

7. 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?

8. 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 ( # )

9. 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?

10. 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

11. 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 ( # )

12. Taking Messages-1 Listen to the tape. Find the mistakes in the note below, and correct them. A MESSAGE FOR:ANNE PARKER FROM:JerryTEL. NO.01223 50621 Can’t make Tuesday meeting. Please call him tomorrow to fix another time Please Call Back XXXWill Call Again Urgent

13. Taking Messages-1 Listen to the tape. Find the mistakes in the note below, and correct them. A MESSAGE FOR:ANNE PARKER FROM:TerryTEL. NO.01223 506211 Can’t make Thursday meeting. Please call him Wednesday to fix another time XXXPlease Call Back XXXWill Call Again Urgent

14. Taking Messages-2 Listen to the tape. Complete the message. A MESSAGE FOR:ANNE PARKER FROM:TEL. NO. Please Call Back Will Call Again Urgent

15. Taking Messages-2 Listen to the tape. Complete the message. A MESSAGE FOR:ANNE PARKER FROM:Lorella LazzariTEL. NO.2-738-2541 She wants confirm the arrangements for the visit to milan. Please Call Back √Will Call Again Urgent

16. SESSION #2 Types of Phone Conversations

17. 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.

18. 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.

19. 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.

20. 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.

21. 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.

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

23. 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.

24. 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?

25. 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.

27. 6 76905 A-K Cristophe Terrien RGF