Workplace English Conversations Staff Training Session Overview
This training session covers basic telephone etiquette, including answering calls, transferring calls, putting calls on hold, giving negative information, and ending calls. Participants will engage in practical exercises and watch instructional videos to enhance their communication skills. Additional resources for improving telephone conversation skills are provided for further learning.
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Workplace English Conversations Staff Training(1) (1) Dr. Pei Lun Kao Language Center Chang Gung University 8-10 July 2024
Session 1: Basic telephone etiquette A. Answer/ make a phone call / C. Transfer/connect the call B. Put on hold D. Give negative information F. End a phone call E. Make requests
Watch a video and answer https://www.youtube.com/watch?v=GkrEZx6Udsg https://www.youtube.com/watch?v=GkrEZx6Udsg 1. How many parts are there in the video? 2. What has happened in each part? the questions 3. Is there any way to make the conversation more polite or formal?
Check: what are missing? https://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/1connecting.shtml Michelle: Hello, you've reached the marketing department. How can I help? Yes can I speak to Rosalind Wilson, please? Who s calling please? It s Richard Davies here Certainly. Please hold and -----------I ll put you through. Male: Michelle: can I speak to I ll see if he s in I ll put you through. Who s calling Hang on a moment, Who shall I say is calling? 1. 2. 3 4 5 6 Male: Michelle: Male: ---------------------------------------------------- Michelle: Hello, marketing. How can I help? Male: Could I speak to Jason Roberts please? Michelle: Certainly. ----------------Who shall I say is calling? Thank you. Male: My name s Mike Andrews.
A-1. Make/ Answer a phone call / https://www.learn-english-today.com/business-english/telephone.html 1. Making contact * Hello / Good morning / Good afternoon ... * This is John Brown speaking. * Could I speak to ......... please?/ I'd like to speak to ..... ....., please * May I speak to Mr. Green in the accounting department,please? * Good morning. Is Dr Martin available, please? 2. Giving more information * I'm calling from Tokyo / Paris / New York / Sydney ... * I'm calling on behalf of Mr. X ...
3. Taking a call X speaking. Can I help you? A-2. Make/ Answer a phone call / https://www.learn-english- today.com/business- english/telephone.html 4. Asking for a name or information Who's calling, please? Who s speaking, please? (May I know) Where are you calling from? Are you sure you have the right number / name?
Asking the caller to wait Hold the line, please. Could you hold on, please? B. Put on hold Just give me a moment. One moment, please. I'll see if he's available. All of our staff are busy at this time. Please hold for the next available person.
C. Transfer/connect the call. Transfer/ Connect the call Thank you for holding. Sorry to keep you waiting. The line's free now ... I'll put you through. I'll connect you now / I'm connecting you now.
D-1. Giving negative information I'm afraid the line's engaged. Could you call back later? Not available I'm afraid she's in a meeting at the moment. I'm sorry. He's out of the office today. He/she is not in at the moment.
D-2. Giving negative information I'm afraid we don't have a Mr./Mrs./Ms/Miss here. Not available I m sorry. There's nobody here by that name. Sorry. I think you've dialed the wrong number. I'm afraid you've got the wrong number.
E. Make requests https://www.englishclub.com/speaking/telephone-phrases.php Change speaking speed, volume, or repeat information. 1. Sorry. I did not catch that. Could you repeat that, please? 2. Would you mind spelling that for me, please? 3. Could you speak up a little, please? ( 4. Could you speak a little slower, please? (I am afraid my English is not very good) 5. Would you mind calling back in an hour later? I am in a meeting now. Thank you.
F. End a phone call https://www.youtube.com/watch?v=CKBIobXLrrc(6:17) I really appreciate the call. Thank you for calling. Thanks for your call. I hope you have a nice day. Please do let me know if there is any problem.
Formal and informal phrases / https://www.englishclub.com/speaking/telephone- phrases.php Answering the phone a. Hello. Mike here. b. City Library. Kim speaking. What can I do for you, Robert? c. Hey, Justin. What's up? d. Hello Dr Jones. How can I help you? e. Doctor Martin's office. May I know who's calling, please? 1 Introducing yourself f. Hey George. It's Lisa calling. g. Hi. It's Angelina from the dentist's office here. h. Hello Sayoko. This is Alan calling from CGU. 2
Formal and informal phrases / https://www.englishclub.com/speaking/telephone-phrases.php 3 Asking to speak with someone a. Hi. Is Nina there? b. Can I talk to Josef? Tell him Marilyn's calling. c. Good morning. Is Dr Martin available, please? 4 Connecting someone d. Just a sec. I'll get him. e. Hang on a moment. I'll see if she's in. 5 Ending a conversation f. Well, I guess I'd better get going. Talk again soon, OK?
Give it a try! 3. PLEASE ADD SOME COMMON SITUATIONS / PROBLEMS OR CREATIVE IDEAS 2. CONTAIN SENTENCES FROM PART A TO F A 1. CREATE AND WRITE DOWN A DIALOGUE. 5. YOU WILL GIVE COMMENTS ON OTHERS PERFORMANCE AND REFLECTION ON THIS TRAINING. 4. PRACTICE TO SPEAK FLUENTLY
References 1. Telephone conversations. https://youtu.be/CKBIobXLrrc?si=RMLdam2ue c1pYgLS 2. TELEPHONE VOCABULARY and PHRASES https://www.learn-english- today.com/business-english/telephone.html 3. Telephone phrases (formal or informal) https://www.englishclub.com/speaking/t elephone-phrases.php 4. https://www.youtube.com/watch?v=GkrEZx6Udsg
