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2. Think of your previous workplace and compile a text message which you will record on the answering machine when the office is closed. Mention your opening hours and any important details. 1

3. Miss Ruby Spice had arranged to meet your employer, Mr. Micheal Chan at his office at 10.30 a.m. Today. At 9.30 a.m. she telephoned to say that the roads into the city had been closed due to floods from the previous night flash flood. She has no other form of transportation so she would not be able to attend the meeting. She suggested an alternative date and time next week and asked if your employer would confirm this. Miss Spice asked you to pass on her apologies. Write out an appropriate message for him. 2

4. Discuss the errors made in the following telephone conversation and decide what should have been said instead. Then write out the telephone message as it should have been written if the call had been dealt with efficiently. Operator: Aurora, hello. Customer: I’d like to speak to George Freeman, Sales Manager, please? Operator: Who’s calling? Customer: Ellie McDeal Operator: Sorry he’s not in. Customer: Really? And when will he be back? Operator: Actually, he went out for lunch 2 hours ago and I was expecting him back ages ago. Customer: Would you please pass on a message that I called? Operator: Hang on, I’ll find a pen. OK, fire away. Customer: My number is 4537876 and I want to talk to him about my order number ST446378 dated 12 August. Operator: Okey dokey. I’ll pass it on. Cheers. Customer: Goodbye! 3

5. 4 What would be the dos and don’ts when you picked up the phone and met with a: a)silent caller? b)caller that has reached the wrong number? c)caller that has bad reception? d)caller that speaks a language you do not understand Work with friends to demonstrate these situations.

6. 5 Think of your previous workplace. The phone rang and the caller is requesting for information of a staff (which is found in a file). 30 seconds later a visitor walks in to make a request. How do you handle this? Act it out with friends.

7. 6 Discuss the errors made in the following telephone conversation and decide what should have been said instead. Then write out the telephone message as it should have been written if the call had been dealt with efficiently. Kamal: McDonalds, Skudai, hello. Staff: Mr. Kamal, the Manager, please? Kamal: Who’s that? Staff: Sam Kamal: Yes, this is he. Staff: I got accident lah sir. Cannot send delivery. Kamal: You mad ah? How many deliveries you got? Sam: Only 1 ar. Kamal: Which address? Who name? Sam: C 25, FKM, UTM, Dr. Linda. Kamal: FKM? Sam: Fakulti Kejuruteraan Mekanikal lah Kamal: OK. What happen? You teruk ah? Sam: I come back and story you la sir. Long story.

8. 7 Think of your previous workplace. The phone rang and the caller/client request for help to operate a machine (example a PC). How would the phone conversation go? Act it out with a friend.

9. 8 Think of your previous workplace. You received a prank call, not once but thrice from the same caller. How would you respond to this. Act it out with a friend.

10. 9 Think of your previous workplace. The phone rang and a client/colleague request to make an appointment with you at another time. How would the phone conversation go? Act it out with a friend.

11. Think of your previous workplace. You received verbal abuse from a caller. How would you respond to this. Act it out with a friend. 10