Welcome to the class!

1. Welcome to the class! Please write your full name in the chat box! Improving your telephone skills

2. INTRODUCTIONS

3. EO - Course: Telephoning Professionally

4. Review important telephone phrases. • Practise1: Check if the person you are calling has time. • Practice 2: Reasons for calling. • Practice 3: Ending a call. • Asking for repetition and clarification. Plan for the class

5. This is what we will do: • Listening comprehension • Review phrases • Role plays • Use a script Plan for the class

6. At the end of this class you should be able to: • Use at least two different phrases to • Open and end a phone conversation • Give the reason for your call • Ask for repetition and clarification • Have a conversation following a script Plan for the class

7. What about you? Do you often have to phone ?Is using the phone part of your work?

8. Important Telephone PhrasesLet’s start easy! Listening comprehension

9. Important Telephone Phrases • Listen and answer yes or no for each call.

10. Important Telephone Phrases I • Listen and answer yes or no for each call.

11. Listen again and tick the phrases you hear.

12. Listen again and tick the phrases you hear.

13. Important Telephone PhrasesLet’s start easy! Review telephone phrases

14. Important Telephone Phrases • Answer the phone • Asking who is on the telephone Good morning/ afternoon / evening. Hello? Sales. …….speaking. Excuse me, who is this? Can I ask who is calling, please?

15. Important Telephone Phrases • Asking for Someone • Connecting Someone • I'll put you through • (put through - phrasal verb meaning 'connect’) • Can you hold the line? • Can you hold on a moment? • Can I have extension 321? • Could I speak to...? • Can I - more informal • May I - more formal • Is Jack in? • (informal idiom meaning: • Is Jack in the office?)

16. Important Telephone PhrasesDid you learn any new phrases? Type them in the chat-box.

17. Important Telephone Phrases Role play

18. Important Telephone PhrasesRole play: • Call Louise at AIC Computing. • Speak to the receptionist. • Say who you are and wait. • Now Louise answers. • Say who you are. • Tell her that you have to reschedule the next meeting. • You are the receptionist at AIC Computing. • Answer the phone and ask for the caller’s name. • Connect the caller to Louise. • Now you are Louise. Answer the phone.

19. Important Telephone PhrasesRole play:

20. Important Telephone PhrasesRole play:

21. Important Telephone PhrasesRole play:

22. Important Telephone PhrasesRole play:

23. Important Telephone PhrasesAsk if the person you are calling has time Review phrases

24. Important Telephone Phrases • After you greeted the person you are calling it is often a good thing to check if the person you are calling has time. Is this a good moment? Are you busy right now? Do you have a second or do you want me to call you later? Have I rung at a busy time? Can we talk now or later?

25. Important Telephone Phrases:Check if the person you are calling has time. Receptionist of AIC Computing / Freddie Walter Geiger You start: • Answer the phone. • Ask for the caller’s name. • Connect the caller to Freddy. Now you are Freddy. Answer the phone. • Greet Walter. • Tell Walter that you have time to speak. • Ask to speak with Freddie. • Say your name. • Greet Freddie and say your name. • Say how you are. • Check if Freddy has time to speak.

26. Important Telephone PhrasesReasons for calling Review phrases

27. Important Telephone Phrases:Reasons for calling. • There a six departments in a company. Match them with the reason for calling. • Human Resources • After Sales • Sales • Accounts • Training • Marketing • apply for a job • arrange a course • make a complaint • place an order • query an invoice • request a catalogue 1a) 2c) 3d) 4e) 5b) 6f)

28. Important Telephone Phrases:Reasons for calling. • There a six departments in a company. Match them with the reason for calling. • Human Resources • After Sales • Sales • Accounts • Training • Marketing • apply for a job • make a complaint • place an order • query an invoice • arrange a course • request a catalogue 1a) 2c) 3d) 4e) 5b) 6f)

29. Important Telephone Phrases:Reasons for calling. • Listen to six calls. Which department is the call for?

30. Important Telephone Phrases:Reasons for calling. • Listen to six calls. Which department is the call for?

31. Important Telephone Phrases:Reasons for calling. • Here is a short grammar review. • Use each expression and form an example sentence.

32. Important Telephone PhrasesReasons for calling Role plays

33. Important Telephone Phrases:Reasons for calling. • You want to pick up some software that you have ordered. Call Computer RUs to see what their hours are today and tomorrow. Y

34. Important Telephone Phrases:Reasons for calling. • You have a question about an invoice from Manitoba Hydro. You think they charged you twice for the same month. Y

35. Important Telephone Phrases:Reasons for calling. • You read a job posting for a position you are interested in. Call AIC Computing and speak with the person in charge. Y

36. Important Telephone Phrases:Reasons for calling. • You want to buy a pair of shoes you saw in the Sears catalogue. Phone Sears and order them. Y

37. Important Telephone PhrasesEnding a call Review phrases

38. Important Telephone PhrasesCan you find different ways to end a call? • Ending a call. Good bye! Is there anything else I can do for you today? Thank you for your time. Thanks for calling. It’s been nice talking to you. Sorry, I will have to stop you there. I am expecting another call.

39. Important Telephone PhrasesDifferent ways to end a call • Listen to the phone calls. Write down expressions that are used to end a call. Oh, I am sorry to have bothered you. Sorry. Must go to another meeting. Thanks for calling. Look forward to hearing from you. Is there anything else I can help you with today? Sorry, I will have to stop you there. I am expecting another call. Ok. I wonder if I could call you again in a months time….just to see if you are still interested? Thank you for your time. It’s been nice talking to you. When can I expect to hear from you?

40. Important Telephone PhrasesDifferent ways to end a call • These sentences have different functions.

41. Important Telephone PhrasesDifferent ways to end a call • These sentences have different functions.

42. Important Telephone PhrasesEnding a call Practice

43. Important Telephone PhrasesDifferent ways to end a call • You are having a phone conversation with a colleague. You are very busy because you have a meeting that starts in 2 minutes. • Use one of the following expressions:

44. Asking for repetition and clarifying Review phrases

45. Asking for repetition and clarifyingCan you find different ways to ask? • Asking for Repetition • I didn't catch that. Could you repeat that, please? I missed that. Could you say it again, please? Could you run that by me one more time? Sorry, that was too fast for me. Would you mind repeating…

46. Asking for repetition and clarifyingCan you find different ways to ask? • Asking for Clarification • I'm afraid I didn’t understand you. • OK. Let me read that back to you. Sorry, you have lost me. 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.

47. Asking for repetition and clarifyingDid you learn any new phrases? Type them in the chat-box.

48. Asking for repetition and clarifying Six techniques to clarify information on the phone.

49. Asking for repetition and clarification. • Listen to the call. The information has mistakes. Listen and correct.

50. Asking for repetition and clarification. • Listen to the call. The information has mistakes. Listen and correct.