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Business Correspondence

Business Correspondence. Communicating over the Telephone. Which phrases are the same?-1. The line’s busy. Will you hold? Who’s calling please? Hold on. I’ll put you through. Could I have your name? Can you wait? One moment. The line’s engaged. I’ll connect you.

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Business Correspondence

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  1. Business Correspondence Communicating over the Telephone

  2. Which phrases are the same?-1 • The line’s busy. • Will you hold? • Who’s calling please? • Hold on. • I’ll put you through. • Could I have your name? • Can you wait? • One moment. • The line’s engaged. • I’ll connect you.

  3. Which phrases are the same?-2 • This is … • A code. • Go ahead. • An extension number. • Anything else? • I’m ready. • An office number. • Is that all? • A country or area number. • … 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 • Right see let just me (ANSWER: Right, let me just see.) • Hold check on just a moment I’ll • Sorry I’m looking this just about • Bear moment me for with a • I’ll you put hold on

  6. Silence Fillers-2 ANSWER • Right see let just me (ANSWER: Right, let me just see.) • Hold on a moment I’ll just check. • Sorry about this I’m just looking. • Bear with me for a moment. • 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) • replay a message? • continue recording a message? • delete a message? • speak to an operator? • 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) • replay a message? 6 • continue recording a message? 4 • delete a message? 7 • speak to an operator? 2 • 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. • Where is Anne Parker going? • How can you reach her?

  10. Answering Machine • Listen to a message on a telephone answering machine and answer these questions. • Where is Anne Parker going?London • 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) • replay a message? 6 • continue recording a message? 4 • delete a message? 7 • speak to an operator? 2 • 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.

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

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

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

  16. SESSION #2 • Types of Phone • Conversations

  17. Leaving a Message (wrong) #1 Receptionist Caller 2.Mr. Wang here. I want Mary Lin, please. 4.Yes, please. 1.Good morning. CPC. 3.Wait. ... Not here. Want to speak to the secretary? 5.I can connect you now.

  18. Leaving a Message (wrong) #2 Secretary 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. 6.Accounts department. I am Gina. 8.Not in office. Message? 10.OK. Invoice number?

  19. Leaving a Message (wrong) #3 Secretary Caller 11.AI386 13.AI386. Have you got that? 15.No. 12.What? 14.Yes, I’ve got that. More? 16.Maybe she’ll get your message.

  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.

  26. 76905 A-K 6 Cristophe Terrien RGF

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