Welcome to this class!

1. Welcome to this class! Please write your full name in the chat box!

2. Telephoning professionally. Workplace communication: www.myenglishonline.ca

3. Agenda: 1 4 2 3 Asking for information on the phone Listen to a voicemail Clarify information Sounding friendly on the phone www.myenglishonline.ca

4. Understanding a Formal Voicemail Language Explorer7 www.myenglishonline.ca

5. Workplace communication Listen to a voicemail www.myenglishonline.ca

6. Some common, formal expressions are used in this voice message. Listen again and try to make notes. 1 Listen to a voicemail ..at your earliest convenience…. would be greatly appreciated….. www.myenglishonline.ca

7. Now you want to call back You want to confirm the date. And you have some questions: What to bring? Who else will be attending the meeting? Try it right away! Clarify information www.myenglishonline.ca

8. Three ways to ask polite questions 2 1. I am wondering if ..2. I'd like to know how…3. Would you mind tellingme about… Asking for information on the phone Clarify information www.myenglishonline.ca

9. Could you please tell me …? www.myenglishonline.ca

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15. After the short review: Try again! 2 You want to confirm the date. And ask some questions: What to bring? Who else will be attending the meeting? Asking for information on the phone Clarify information www.myenglishonline.ca

16. Listen to the recording: • What polite question does Sophia use? 2 Asking for information on the phone I was just wondering if I should bring… www.myenglishonline.ca

17. Let's practice You had a tooth filling done last month. You paid for the dental work with your credit card, but 80% of the cost will be reimbursed by your insurance company. Call your insurance agent to inquire when you’ll receive the check. 2 Asking for information on the phone www.myenglishonline.ca

18. Let's practice Call your insurance agent to inquire when you’ll receive the check. She will need the the following information: 2 Asking for information on the phone www.myenglishonline.ca

19. You are heading to a Caribbean destination next month and were advised to get a Hepatitis B vaccine prior to your trip. Call your doctor’s office to inquire if he’ll be able to administer the vaccine. 2 Asking for information on the phone www.myenglishonline.ca

20. Listen to the recording one more time: • What strategy is used by Sophia to make sure she understood everything? 3 Clarify information She repeats all the important information. www.myenglishonline.ca

21. Do you have any strategies you use when phoning somebody to make sure that you understood everything? 3 Clarify information www.myenglishonline.ca

22. Listen to the call. The information has mistakes. Listen and correct.

23. Listen to the call. The information has mistakes. Listen and correct.

24. Here are six techniques you can use to clarify information on the phone. Listen again and tick the techniques the speaker uses.

25. Here are six techniques you can use to clarify information on the phone. Listen again and tick the techniques the speaker uses.

26. Asking for repetition and clarification. Student B Your colleague calls you about a visit by a client next week. Write down the information about the client’s arrival. Make sure you have all the information. • Student A • Call a colleague about a visit by a client next week. You want your colleague to meet the visitor at the airport. Give your colleague the following information about the client’s arrival.

27. Make sure you use at least one of the following techniques:

28. 3 Clarify information www.myenglishonline.ca

29. Asking for repetition.Can you find different ways to ask? 3 I didn't catch that. Could you repeat that, please? Clarify information I missed that. Could you say it again, please? Sorry, that was too fast for me. Would you mind repeating… www.myenglishonline.ca

30. Asking for clarifyingCan you find different ways to ask? 3 I'm afraid I didn’t understand you. OK. Let me read that back to you. Clarify information And did you say……. Let me just check if I got that. I think I have everything but let me just read it back to you. www.myenglishonline.ca

31. Asking for repetition and clarification. Student B Your colleague calls you about a meeting next week. Write down the information about the meeting. Make sure you have all the information. Ask for clarification or repetition! • Student A • Call a colleagues about a meeting next week. • Give all the information: • Where? • When? • Who else will come.

32. 3 Clarify information www.myenglishonline.ca

33. International Spelling Alphabet 3 Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliet Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whiskey X-ray Yankee Zulu Clarify information www.myenglishonline.ca

34. Asking for repetition and clarification. Student B You have recently sent out a job application for a position as a front desk agent at the Fairmont Hotel. Now you get a call for an interview! Ask who will be interviewing you. Make sure you have all the information. Ask for clarification or repetition! • Student A • Call a job applicant to schedule an interview. • Give all the information: • Where? • When? • What to bring.

35. 3 Clarify information www.myenglishonline.ca

36. Why is it important to smile? 4 A smile makes your voice sound friendly and polite – even if the caller cannot see you! Sounding friendly on the phone www.myenglishonline.ca

37. Why is it important to smile? 4 Listening Activity Listen to some expressions on the phone.Is the speaker smiling? Sounding friendly on the phone www.myenglishonline.ca

38. Listen to some expressions on the phone.Is the speaker smiling?

39. Listen to some expressions on the phone.Is the speaker smiling?

40. You are a very friendly secretary! Read the following sentences and smile!

41. 4 We can also sound more friendly and polite because of the words we use. Sounding friendly on the phone www.myenglishonline.ca

42. Rephrase the expressions to make them more friendly and polite.

43. Rephrase the expressions to make them more friendly and polite.

44. What we did today: 1 4 2 3 Asking for information on the phone Listen to a voicemail Clarify information Sounding friendly on the phone www.myenglishonline.ca

45. Please make an entry to your Learning Journal Start with: RE: 4-week course: Telephoning professionally • What were three main things I learned from this session? • What was new or surprising to me? • One thing I learned in this session that I may be able to use in future is... • I am still unsure about... • What I most liked about this session was... Homework 1 Learning Journal

46. Rewrite A’s responses to sound more friendly and polite: Homework 2

47. ? Any questions?

48. Thank you for attending the class! Happy telephoning!

49. Links • Language Explorer • http://www.myenglishonline.ca/eal.assess/assessment/act7.html • Formal and informal greetings • http://www.youtube.com/watch?v=bixg6QUNHDg • Quiz about indirect questions • http://esl.about.com/library/quiz/bl_indirect.htm • Expressing gratitude: • http://www.eslhelpdesk.com/Library/thankyouverymuch.htm www.myenglishonline.ca

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