Workplace Communication Skills U2

WUC 107/03
Workplace
Communication Skills
Unit 2
Effective
Telephone Skills
Contents
Unit overview 1
Unit objectives 3
2.1 First impressions 4
Objectives 4
Introduction 4
Making the call 6
Answering the telephone 9
Addressing the caller 13
Asking questions 15
Managing telephone messages 17
Suggested answers to activities and vocabularies 25
2.2 Developing your telephone voice 29
Objectives 29
Introduction 29
Mastering voice intonation 31
Employing your best voice intonation 32
Improving your voice quality 33
Practising effective listening 35
Benefits of effective listening 41
Suggested answers to activities and grammar 44
2.3 Telephone manners 46
Objectives 46
Introduction 46
Handling the telephone with manners 47
When the call is not for you 48
Transferring calls 49
Taking telephone messages 53
Speaking to answering machines 55
Managing the call back 55
Saying thank you 58
Saying goodbye 59
Suggested answers to activities, vocabulary and 65

grammar
2.4 Dealing with challenging situations 68
Objectives 68
Introduction 68
Two types of challenging callers 69
The 4As when you receive a complaint on the telephone 78
Phone rage: Managing aggression and rudeness 79
Suggested answers to activities and grammar 84
Summary of Unit 2 87
Unit practice exercise 88
Suggested answers to self-tests 89
Suggested answers to unit practice exercise 92
References 93
Unit Overview
Welcome to Unit 2 of WUC 107/03 Workplace Communication Skills.
In this unit, you will find yourself dealing with a familiar area which is
telephone skills. You will be given ample opportunities to develop your
basic telephone skills, learn the art of building rapport with callers,
manage different caller behaviours and make lasting impressions. In
addition, you will deal with various language functions that will assist
you in using the English language more effectively in your telephone
communication. Do bear in mind that you will find it more meaningful if
you link the information in this unit with your own experience in using
the telephone at work.
As a learner at a higher learning institution, you have embarked on a

journey that is filled with numerous challenges. Your ability to use the
course materials and other relevant books successfully will lead you to
further consolidate your knowledge and skills. This course is aimed at
equipping yourself with both oral and written language skills in English
that will enable you to communicate confidently in work-related situations.
In this unit, you will find activities related to grammar, language forms
and functions as well as those involving reading, writing, listening and
speaking skills. The aim of these activities is to help you familiarise
yourself with suitable expressions that will assist you in your telephone
communication. Whenever possible, do participate in the role play
tasks available in this unit because nothing is better than practising
the language in more realistic scenarios when learning a language. As
mentioned earlier, make it a point to draw connections with your own
workplace experience while reading the information in this unit.
1 WUC 107/03 Workplace Communication Skills

This unit is divided into four sections as given below:
1. The first section deals with the fundamentals of telephone

skills. In this context, we shall look at the basic steps taken
when making and answering telephone calls, addressing
callers, asking relevant questions as well as taking and leaving
messages.
2. The second section introduces you to techniques that help you

improve your voice intonation.
3. The third section covers the finer points of managing telephone

calls such as using voicemail, putting callers on hold and
transferring calls.
4. The fourth and final section introduces you to the various

behavioural styles of callers, ways to overcome complaints
from demanding customers and strategies used to deal with
phone rage. This section also concludes with a discussion on
the golden rules of using the telephone.
This unit has been designed to take about 3 weeks to complete. Your
rate of study will determine the actual time you will need to complete
this unit. It is essential that you allocate sufficient time to complete your
assignments.
UNIT 2 Effective telephone skills 2

Unit Objectives
By the end of Unit 2, you should be able to:
1. Demonstrate answering the telephone with increased

confidence and professionalism.
2. Express yourself in a courteous, polite and friendly manner.
3. Demonstrate a positive workplace image.
4. Apply active listening skills to enhance effective

interpretation and evaluation of telephone communication.
5. Solve issues related to difficult and different customer

behaviour.

2.1 First Impressions
Objectives
By the end of this section, you should be able to:
1. Design and devise telephone calls courteously to form

good first impressions.
2. Demonstrate a professional image through proper handling

of the telephone.
3. Prepare messages to ensure successful communication.
4. Use suitable questions to elicit information from callers.
Introduction
It is understandable that a good introduction can help a telephone
conversation between two strangers work more effectively. If you and
your caller put extra effort at the start, the good introduction will help the
both of you find out the other’s name and whether that person is feeling
relaxed and happy or hostile and distant, and to form an impression of the
other in terms of status and power. Whether you are calling or answering
calls, remember that first impressions are important.
This section will provide you with guidelines on the following areas:
1. Making calls.

2. Answering the telephone.
3. Taking and leaving messages.
4. Asking suitable questions on the telephone.
Before we delve into telephone skills, let us first take a look at a common
pattern that is shared by most telephone calls:
Opening Warming
greeting up
Giving the
message
Closing Rounding
greeting up
Figure 2.1 Flow of telephone calls
Do you find the pattern familiar? Now study the following table of phrases
and responses. Some of these will be needed if you are calling through
a company switchboard.
Stage Phrase Response

Opening Good morning/Hello. Good morning/Hello.
This is …/It’s … . Who’s calling, please?
Warming up I’d like to speak to … . Just a minute, I’ll put you

Can/Could I speak to …? through.
How are you? Hold on, I’ll get him/her.
Nice to hear from you.
I’m sorry he/she is not in.
The line’s busy. Will you
hold?

Giving the I’m calling about … . I’ll give him/her the
message Could you give Mr./Ms. … message.
a message?
Rounding off Thanks for your help. Thank you for calling.
Fine/Great/Okay. Okay/Right/Fine.
I look forward to Me too.
seeing/meeting you.
Closing Goodbye (then). Goodbye.

Goodbye for now.
Table 2.1 Common phrases and responses in a telephone conversation
The table above shows you some suitable expressions that you can use
at each stage during your telephone conversation. Of course, these are
only suggestions. The suitability of these expressions will depend on the
purpose of your call and the caller with whom you are speaking. Let us
now read more about the skills needed to make effective telephone calls.
Making the call

Here are some guidelines for you if you are making the call:
1. Introduce yourself in a polite and friendly way.
When you sound friendly, you encourage the other person to

respond the same way.
2. If you are calling a stranger, identify yourself immediately.
If you are calling someone for the first time, it is always helpful
to provide your name, title and what you would like to discuss.

Example
“Hello. I am Sheena Chooi from Inventco Company. I’m trying to

get in touch with … .”
3. If the receiver does not know you, be prepared to explain how

you obtained the number.
Whenever possible, explain to the receiver how you obtained

his/her number. Was it through the classifieds or a personal
contact? The receiver has the right to know how you obtained
his/her number.
Example
“I am Gurmit Singh, the president of the Balik Pulau Residents

Club. My club treasurer gave me your number and suggested … .”
4. Always try to put your receiver at ease.
Your introduction should say (either verbally or nonverbally)

“I’m so happy to be speaking to you”. Hence, adding a friendly
remark in a personal tone will allow you to sound relaxed and
enthusiastic about communicating with your receiver. How do
you normally put your receiver at ease?
Example
“Hi, I’m Sandra Abdullah. I’m Tan Sri Musa’s secretary. I am so

glad to finally be able to speak with you. The reason for this call
is … .”

5. Whenever possible, add to the receiver’s picture of you.
Sometimes, you find yourself speaking to someone who barely

remembers you. So, you may need to add more information to
assist your receiver in locating you in his/her memory. There are
many ways of doing so this — we usually add the name of our
organisation, our department or simply our reason for calling.
Example
“Hi, I’m Shashi Menon from Cempaka Accounting. I am calling

you about … .”
If you are calling someone who does not know you well, you
may want to refer to the topic you are calling to discuss.
Example
“I am Noor Ayu from Thumbs Up Bookstore. Do you remember

talking to me about ordering the new book by Amy Tan at the
recent conference on Asian writers in Kuala Lumpur?”
By providing this information about yourself, the chances of

the receiver recalling your meeting with him/her are higher.

Activity 2.1
Underline the word that does not belong in each group.
Example
communicate: speak listen chat redial
1. equipment handset battery receiver message

2. numbers local international antennae extension
3. tone busy signal caller id beeps dialling tone
4. people voicemail listener speaker subscriber
5. calls redial local conference international
Answering the telephone

Contrary to the usual practice of answering the telephone at home, we
do not wait for callers to identify themselves first. At the workplace, this
option is not suitable for business.
Most business professionals state that we should give our telephone

number or the name of our company, or both. It also helps if we mention
our section or department. However, if this is too much of a mouthful,
then we should just keep to the name of our company and department.
Then, we give our first name and surname and assure callers that they
have the right number. Unless we know that the switchboard operator
or receptionist has already done this before transferring the line to us,
we should start like this:

Examples
1. “Pasti Menang Trading, John Aru speaking.”
2. “Pasti Boleh Sdn. Bhd. Accounts Department, Jenny Lim

speaking. How can I help you?”
Alternatively, you can give your name first if you prefer:
Example
“Peter Wong speaking. This is the Customer Service Department. How may
I help you?”
Having started with a courteous and friendly introduction, wait for a cue
from the caller on the other end. The response will tell you whether to
continue with an informal approach or to switch to a more formal tone.
However, regardless of how formal the tone is, you should know the
name and the business of the caller you are talking to. Remember you
have the right to know who you are talking to.
Examples of some ways of doing so
1. “Could I have your name please?”
2. “To whom am I speaking with?”
3. “Can I know who’s calling?”
4. “May I know who’s speaking?”

Activity 2.2
The objective of this activity is to present ways of getting through

to the person you wish to speak to and introducing yourself.
Situation
Steven Fernandez, the manager of a small company, is speaking to

the switchboard operator in a large office block which is shared
by many companies in Georgetown. He then speaks to an
administrative assistant in a company which provides service
offices. Steven Fernandez’s company is at present based in a
Georgetown suburb but would like to move to central Georgetown
in order to be better placed to take on more business.
Your task
Imagine you are Steven Fernandez and write suitable statements

or questions to help you request for or provide information to the
people you speak with on the phone.
For example:
(To introduce yourself) You: Hello, I’m Steven Fernandez of Clear

Vision Sdn. Bhd.
1. (To request for the right person to speak with)
You: ________________________________________________
________________________________________________

2. (To reintroduce yourself to the person)
You: ________________________________________________
________________________________________________
3. (To explain your purpose of calling)
You: ________________________________________________
________________________________________________
4. (To request for information)
You: ________________________________________________
________________________________________________
Vocabulary 2.1
Decide which of these phrases fit best in the following sentences.
call back pick up cut off contact put down

check pass hold on hang up
1. The phone’s ringing. Why don’t you ____________ the

receiver?
2. I’m afraid she isn’t available at the moment. Can you

____________ later?
3. Can you ____________ their number in the directory, please?

4. I’m afraid she’s with a client. Shall I ____________ you to
her assistant?
5. Hello? Are you still there? I think we were ____________

for a moment.
6. Mr. Gan never seems to be in his office. I’ve been trying

to ____________ him all day.
7. Could you ____________ for a moment? I’ll just find out

for you.
8. If the operator says, “Thank you so much for calling” and

plays me that awful electronic music again, I’ll ____________.
9. If you get a wrong number, it’s polite to say “I’m sorry, I’ve
dialed the wrong number” before you ____________ the
phone.
Addressing the caller

Rules about how to address callers can be confusing to many because
of the many options. Here are seven basic ways to help you address a
calling party:
Mr. Miss First name Sir Mrs. Ms. Ma’am
Here are some simple easy-to-remember rules:
1. When addressing a male, you are always correct to use

Mr. or Sir.

2. Addressing a woman can be more confusing. The use of Mrs.
or Miss is common and generally accepted. However, these
days, some women prefer Ms. when addressed in writing, as
this title does not specify their marital status. If you are
uncertain, simply ask the caller for her preference. For example:
“Shall I address you as Miss or Mrs.?”
3. Sometimes when you ask for the correct form of address,

the caller will suggest the use of a first name. The use of
the caller’s first name is then acceptable. The use of a
first name may be accepted (but not always) when:
a. You have established good rapport over a period of time.
b. You have been called by your first name.
c. You know the caller and know that the person is

comfortable with a first-name basis.

Asking questions
Often, you are required to ask questions to get information you need.
There are two types of questions that can be used and each has a
particular purpose. They are called open-ended questions and close-
ended questions. Any ideas what they are?
Open-ended questions can be used when you want the caller to explain
or discuss something.
Close-ended questions should be used when all you need is a “yes”or

“no” response.
For example: If you ask a caller “Did you receive your package?”, the
answer will either be a “yes” or “no”. However if you want the caller to
discuss the particulars of the package, you could ask an open-ended
question like this, “What was the condition of the package when it
arrived?” This way when the caller answers, an explanation is required.
Use both types of questions to gain better control of your telephone

conversations. At the beginning of most calls, you need to learn what
the caller wants. So, you would use open questions. Later, you may
need to employ close-ended questions to get the caller’s agreement,
understand a request or just manage the conversation and your time.
For example, you may ask your caller a close-ended question to seek
his/her agreement: “Is it all right for my repairman to come over at
2 p.m. today?” Your caller will probably say, “yes” or “no”.

Open-ended questions are likely to include the words:
How, Why, When, Who, What and Where.
Examples:
“How often does this problem occur?”
“Who is responsible for billing?”
“When is the meeting going to be held?”
Close-ended questions usually begin with words like:
Did, Can, Have, Do, Is, Will and Would.
Examples:
“Did you enjoy using the product?”
“Have you received the refund?”
“May I do that for you?”
Activity 2.3
1. Circle the words that are normally used at the beginning of

close-ended questions.
why where did who when is

what how do would will can

2. Circle the words that are usually used at the beginning
of open-ended questions.
why where did who when is

what how do would will can
3. Write two questions (one close-ended and one open-

ended) that you may ask customers to determine their
level of satisfaction with your service.
______________________________________________________
______________________________________________________
4. Write an open-ended question that asks about the weather.

Then, write a close-ended question about the weather.
______________________________________________________
______________________________________________________
Managing telephone messages

When you manage a volume of incoming calls or are away from your desk,
telephone messages get piled up. If there are many messages, priorities
need to be established. To do so, it requires organisation on your part,
especially when there is limited time in which to return these calls.
One easy method of determining message priority is quickly comparing

one message with another. For example: Is message #1 more or less
important than message #2? Next, compare message #1 with message
#3 and decide if it is more or less important. By continuing the process,
the correct decisions will be reached. Do bear in mind though that we
do not always come across messages that contain complete statements

which indicate their priorities. In such cases, we will just have to rely on
our ability to detect their priorities by judging the tone of voice of the
caller — serious, casual or jovial.
Do not be unduly concerned if this process takes up a few minutes

initially. With a little experience, it can be done quickly, just by glancing
at each message.
Activity 2.4
Let us see how well we can prioritise our messages. As we are

sometimes too busy to attend to all the messages we find on our
work desk, being able to determine which message demands our
immediate attention is important. Imagine finding yourself with four
messages on your desk after returning from a meeting at work.
These are the messages you found:
MEMO 1 MEMO 2 MEMO 3 MEMO 4
Customer Your friend Customer Customer

John San Maya called. Roy Joyce called.
called twice. Rukusamy She has
He says it’s called. an order to
urgent. He has place.
questions.
How would you prioritise these messages?
Write the sequence of the messages that you intend to attend to:
1. __________________

2. __________________
3. __________________
4. __________________
Activity 2.5
Read the following telephone conversation between Jeffry and

Gavuri. Imagine that you are Jeffry. Fill in the message pad
provided based on the conversation.
Gavuri : Sorry, Ms. Sarah is not in the office right now. Would you
like me to take a message?
Jeffry : OK. My name is Jeffry and I’m Sarah’s husband. Please

ask her to call me using my office number at 04-8868896
extension 199.
Gavuri : Hold on a moment. I need to write this down. Right, can

you please repeat the number?
Jeffry : My office number is 04-8868896. Extension 199.
Gavuri : Let me repeat that back. It’s 04-8868896 and extension

199.

Jeffry : You’ve got it!
Gavuri : I’ll tell her right away as soon as she gets back to the
office.
Jeffry : Thanks. And please tell her that I don’t have my mobile
phone with me. Left it at home.
Gavuri : Sure, no problem.
Jeffry : Thank you.
MESSAGE PAD
Message for: Date:
Taken by: Time:
Caller’s name:
Caller’s message:
Action required:

Vocabulary 2.2
Choose the correct option from the words in italics.
1. Can I have connection/extension 3136, please?
2. The line is busy/occupied.
3. May I ask who’s talking/calling?
4. I’m putting you through/across.
5. Do you want to hold/wait?
6. It’s Lillian me/speaking.
7. Here is/This is Encik Ghani.
8. Can I speak to/Give me Mr. Anthony Rajah?
Summary
In this section, you have learnt several basic guidelines on

making and answering telephone calls. Though we all know how
to make and answer telephone calls, we should make an effort
to do that courteously and politely at the workplace as we have
a responsibility to project a good first impression to our callers.

Though it is not easy talking with a stranger on the telephone,
with sufficient practice and grace, you should be able to manage
telephone calls in due time. As for taking messages from callers,
do keep in mind that setting priorities is the key to deciding which
message to deal with first.
You have also learnt about two different types of questions: open
-ended and close-ended as well as when to use them. There are
also words and expressions that you should be familiar with when
talking on the telephone. These were covered in the vocabulary
exercises.
In order to provide you with more exercises to help you familiarise

yourself with using English on the telephone, do attempt the tasks
found in the self-tests.
Self-test 2.1
Answer the following questions using your own words. The main
items to be in your answers should approximate the sample
answers towards the end of this unit. Please do not look at the
recommended answers before you have attempted the questions.
Part I
Take a few minutes to complete the following exercise on open-

ended and close-ended questions. Identify the questions below as
either being open-ended or close-ended by writing the appropriate
letter in the space below.

C = CLOSE-ENDED QUESTION O = OPEN-ENDED QUESTION
1. What did you do with the disk? ________
2. Where did the customer’s paperwork go? ________
3. Have you paid the bill? ________
4. We need the payment by Friday.

Will that be okay? ________
5. How much work is required? ________
6. Can it be fixed? ________
7. Is the customer holding? ________
8. How many calls did we make today? ________
9. Why did our incoming calls stop at three

o’clock? ________
10. Ms. Kong is happy with our service.

Isn’t she? ________
11. Why didn’t you test it? ________
12. Will you call me? ________

Part II
You are on the phone with a customer. What do you say in these
situations?
Choose two expressions from the list for each situation.
Expressions
a. The afternoon’s a bit difficult.
b. What about 11.30?
c. So, that’s Wednesday 23 September at 11.30.
d. Yes, Tuesday’s fine.
e. Monday’s not possible. I’m flying to Kuala Lumpur in the

morning and I’m not returning until Tuesday evening.
f. Is Monday okay?
g. So, Monday and Tuesday aren’t possible.
h. The morning’s okay.
1. You want to suggest a day or time. _______ and _______
2. You want to agree to a day or time. _______ and _______
3. You want to explain a problem. _______ and _______
4. You want to repeat days and times. _______ and _______

Suggested answers to activities and
vocabularies
Feedback
Activity 2.1
1. message
2. antennae
3. caller id
4. voicemail
5. redial
Activity 2.2
1. Could I speak to the person in charge of providing service

offices, please?
2. Hello, I am Steven Fernandez of Clear Vision Sdn. Bhd.
3. I am calling to enquire about service offices in Central

Georgetown.
4. Could you please give me some information on the service

offices available in central Georgetown?

Vocabulary 2.1
1. pick up
2. call back
3. check
4. pass
5. cut off
6. contact
7. hold on
8. hang up
9. put down
Activity 2.3
1. did, is, do, will, can, would
2. why, where, who, when, what, how
3. Are you satisfied with our service? (Close-ended)

What aspects of our service are you happy with? (Open
-ended)
4. How is the weather today? (Open-ended)

Is it hazy today? (Close-ended)

Activity 2.4
1. Memo 1
2. Memo 4
3. Memo 3
4. Memo 2
Activity 2.5
MESSAGE PAD
Message for: Sarah Date: 10 July 2019
Taken by: Gavuri Time: 10.15 a.m.
Caller’s name: Your husband Jeffry
Caller’s message: — Call him back at his office

— Left his mobile phone at home
Action required: Call 04-8868896. Extension 199 to contact your

husband
Vocabulary 2.2
1. extension
2. busy

3. calling
4. through
5. hold
6. speaking
7. This is
8. Can I speak to

2.2 Developing Your
Telephone Voice
Objectives
1. Use voice intonation effectively in order to speak clearly

on the telephone.
2. Illustrate suitable feelings by projecting your best voice.
3. Differentiate three types of caller expressions through

effective listening.
4. Employ a smile while speaking on the telephone.
Introduction
As we already know, speaking on the telephone presents us with
challenges as we do not have any face-to-face signals to rely on.
Consequently, we are highly dependent on only one nonverbal signal
which is the tone of our voice. Moreover, the tone of our voice is easily
distorted due to various factors ranging from our own bias to our lack
of proficiency in English.
Each of us has a unique voice. To a great extent, our voices reflect who
we are. Learning how to use your voice to the best ability is possible for
anyone. This section is dedicated to a few areas that are aimed at instilling

your awareness of voice intonation, sharpening your listening skills and
encouraging you to put a smile into your telephone conversations in
order to reflect good telephone skills.
Before we proceed any further, let us do an exercise that will help you
assess your own voice quality. Firstly, assess your own voice by ticking
the relevant traits. Remember to be honest.
Then, show your self-assessment answers to your friend or partner and

see if he/she agrees with you. Sometimes, we do not realise our own
traits until someone else tells us about them. Are you ready for the self-
assessment?
VOICE SELF-ASSESSMENT
Your voice reflects your personality. If it needs improvement, your willingness

to try will help you get through it. Practising voice skills is no different than
practising a sport.
Rate your voice using the following self-evaluation. Check those characteristics
that apply to you and then ask a friend to help evaluate your responses.
DESIRABLE TRAITS UNDESIRABLE TRAITS
My voice ... My voice ...
_______ is pleasant-sounding. _______ is nasal.

_______ has pitch variations. _______ sounds throaty.
_______ has a normal rate. _______ sometimes squeaks.
_______ varies in volume. _______ is a boring monotone.
_______ sounds like I am smiling. _______ is too soft.
_______ has ample force. _______ is too loud.
_______ stresses proper accents. _______ does not convey a smile.
_______ (others) _______ sounds too harsh.
How did you do? For every undesirable trait, you should begin work on
improving it. The skills suggested in this section should help, provided
you are willing to experiment with them.

Mastering voice intonation
After evaluating your voice in the self-assessment exercise given, you
may be more interested in the way you sound. Try this intonation exercise
by speaking into a tape recorder. It is essential that you have your voice
recorded so that you will be able to listen to it yourself. It will take only a
few minutes. Do remember that the voice you hear on tape is the voice
that your caller hears when he/she talks to you on the telephone.
Read the following sentence in your normal voice:
“Andy didn’t get the promotion he was hoping for.”
1. Now, restate the same sentence with surprise in your voice.
2. Try it again. This time, make it sound as though you are

shocked.
3. How about making it a casual statement?
4. Why don’t you try making it sound like a secret?
5. Finally, turn this into a question.
Now, listen to the recording. If you did it properly, your intonation should
have changed according to each situation. With the change in your
intonation, the sentence should have conveyed a completely different
meaning each time.
Be more conscious of your voice intonation the next time you speak
on the telephone. We are sure you do not wish to convey the wrong
impression to your callers by employing unsuitable intonation.

Employing your best voice intonation
The voice you project is determined by four factors, all of which can be
controlled if you are more aware of them. The four factors are:
Energy The energy in your voice reflects your attitude and

enthusiasm.
Rate of speech A normal rate of 125 words a minute. Speaking faster

can create problems.
Pitch This can be monotonous and in a low or high pitch.

Ideally, you should vary your tone and modulation.
Quality The above three factors make up your voice quality.
There are several things you can do to produce a more desirable speaking
voice. Here are some of them:
1. You can warm up your voice by humming quietly. This will help
deepen the sound of your voice.
2. Practise your pitch and control by calling a telephone answering

device and recording several messages. Then, listen to the
playback and critique yourself or ask a friend to help.
3. Role play with a friend and tape-record the conversation.

Review it for tone, rate of delivery, pitch and quality.
4. Put a smile into your voice. It is easy to do. Simply remember

to smile as you answer a call. Believe it or not, your voice will
sound friendly.
Tip: Did you know that customer service representatives at call centres have
a mirror on their computer monitors to remind themselves to smile when
answering calls?

Improving your voice quality
Voice modulation: Good speakers do three things with their voices to
maintain audience interest.
1. Be enthusiastic. This will communicate your interest and

excitement for your topic and help generate audience interest
too. Try to sound enthusiastic now. Convey a message to
the people around you in an enthusiastic voice and see if they
too become enthusiastic!
2. Exaggerate voice intonation. Inflection in conversational

speaking is difficult to detect when you are speaking in front
of an audience.  Exaggerate intonation when you are
making points or demonstrate some kind of emotion
appropriate to the emotions that you are trying to stir in your
audience. Let us try conveying these feelings to everyone:
sadness, fear, happiness, confusion, excitement, surprise,
shock, sarcasm, anger, disappointment, frustration and
exhaustion. What other feelings have we left out?
3. Do not speak in a monotone. Monotone does not necessarily

mean speaking in a low, droning voice. Some speakers speak
in a loud monotone. Worse yet, some yell in monotone. You
must modulate your speaking (Refer to points 1 and 2 above)
at whatever volume that you are speaking at, whether loud,
medium or soft.
Activity 2.6
Here are some breathing lessons to improve voice quality.

Breathing exercises can be valuable if you do them on a regular
basis. They help with:

• The ability to project your voice.
• Keeping you from straining your voice.
• Increasing stamina.
Always breathe from your diaphragm. When your diaphragm

is lowered, the muscle below your chest allows your lungs to
increase the amount of air they intake. The objective is to have
control over your intake and outflow of the air so that you are not
taking in too little air and then pushing out whatever you have got
left too quickly. Read the following instructions carefully and try
doing these breathing exercises.
Exercise 1 (Intake)
1. Put your fist just below your chest so that you can feel the
top of your rib cage.
2. Picture yourself breathing into your fist.
3. Inhale slowly.
4. When you think you have taken in all the air you can, hold
for 3 seconds.
5. Take in as much more air as you can by picturing the air

filling up the space in between the ribs.
6. You are using the diaphragm. It is lowering and making way

for the lungs to truly fill to capacity.
7. Exhale.

8. Repeat slowly for at least 10 times. Stop if you feel dizzy
as it means you have gone too fast or taken in too
much air.
Exercise 2 (Outflow)
1. Form your mouth to the shape of a “shh” consonant.
2. Slowly push the air out through your mouth. Do this as slowly
as you can.
3. The flow of air must be perfectly even.
4. The idea is to control the air as it is used.
If you get used to doing this, you will be able to control the air so
that you can project your voice easily in a large space. You will
have command over your voice. You have to do this regularly in
order to develop this kind of control.
Practising effective listening
Effective listening
Effective response

What can you deduce from the illustration given?
If you do not listen closely to what your caller has to say, you are probably
faced with two potential problems. You may not be able to understand
what the call is about. As a consequence, you may give an inappropriate
response. Both problems can lead to miscommunication between you
and your caller. This is not good for you personally and professionally.
The first lesson in listening is to be aware that there are only three types
of expressions you hear from callers.
Callers will:
1. Make statements.
2. Offer objections.
3. Ask questions.
When you fail to listen closely:
1. You will hear what you want to hear.
2. You will hear what you expect to hear.
3. You will not recognise the differences between a statement,

an objection or a question.
Imagine your caller says this to you:
“I did not think that these spare parts were going to cost this much.”

Close your eyes and imagine your caller making his remark. How would
you interpret it? Do you think that the customer:
• Has an objection?
• Made a statement?
• Has asked a question?
How would you respond to a statement like that?
Here is a suggestion:
Caller : I did not think that these spare parts were going to cost this
much.
Salesperson : Our prices are comparable to the industry and our products
have the best reputation. May I proceed with the billing
information?
The salesperson acknowledged the statement and then moved the

conversation to the next step. If the salesperson had not been listening
closely and thought that the caller had an objection, her response might
have gone like this:
Caller : I did not think that these spare parts were going to cost this
much.
Salesperson : Our prices are very competitive. In fact, ours is one of the
lowest in the market.
Caller : They still seem high to me
Salesperson : If you compared our products with those of our competitors,

you would find that our products are far more superior.
Caller : Who are your competitors?

Notice how the conversation turns into a discussion on prices and
competitors. If most of your calls sound similar, that means that you have
been wasting time on irrelevant matters on the telephone. With effective
listening, you will be able to save time and energy not just for yourself
but for your caller as well.
Activity 2.7
In the following exercise, read each expression carefully as if it

had just been delivered to you on the telephone. Then, indicate
if you think it is a/an:
S = STATEMENT Q = QUESTION O = OBJECTION
For expressions that can be both questions and objections, write

both letters in order of your ranking. Assume all responses have
been made in a normal tone of voice.
1. I think your service is quite good.
2. Your delivery intervals are certainly long enough.
3. Why does the bill show RM107?
4. Your prices are just too high for me.
5. You don’t seem to understand. This is urgent business.
6. When can I receive my shipment?
7. What are you doing about the backlog?

8. I can’t wait. I need to talk to Nasim today.
9. I don’t understand why he is never around when I need him.
10. I am not going to pay that bill.
Grammar 2.1
Sometimes when we are on the telephone with someone, we

find ourselves describing events that happened in the past.
For example: “I only found out about the manager’s decision
yesterday.” The word “found” is used in this sentence because
this happened in the past — yesterday.
The most common form of the past tense is the simple past tense
and we use it to talk about many different types of past events.
Below are some examples:
“Last evening (past event), the manager called for an urgent meeting
and demanded all the supervisors to attend it.”
“I worked for a large multinational company 12 years ago.”

(a regular activity that is over now)
Below are some events that happened in the past, write them in
the simple past tense. The first one has been done for you.
1. Yesterday — the secretary of the CEO — draft minutes of the

meeting
Yesterday, the secretary of the CEO drafted the minutes

of the meeting.

2. Two days ago — the Despatch Department — send the
shipment to the customer
______________________________________________________
______________________________________________________
3. The secretary — not attend meeting — last week

______________________________________________________
______________________________________________________
4. Michael and Karen — hold their wedding banquet at hotel

— last evening
______________________________________________________
______________________________________________________
5. Both our best technicians — receive awards — recent annual

dinner — for their excellent service
______________________________________________________
______________________________________________________
6. The plant — burn down — due to negligence of the staff

______________________________________________________
______________________________________________________
Can you think of five activities or events that took place recently?
Write them in the spaces provided below.
1. _____________________________________________________
______________________________________________________
2. _____________________________________________________
______________________________________________________
3. _____________________________________________________
______________________________________________________

4. _____________________________________________________
______________________________________________________
5. _____________________________________________________
______________________________________________________
Benefits of effective listening

When you listen effectively, you enjoy two-way benefits. When callers
notice how well you listen to them, they usually reciprocate and try
to understand you better. In addition, you get on better with people.
Disagreements are more easily settled when we listen to one another.
Effective listening complemented with empathy makes it easier to
overcome problems, find solutions or at least reach a compromise.
Effective listening also helps you to receive more accurate information.

Callers explaining a problem or matter of concern are more inclined to
give you the whole story. When they are confident that you are listening
to them, they are happy to share facts they would normally not reveal
to a poor listener. You will discover that you not only find out about
what your callers are saying but also why they are saying it. With a clear
understanding of the purpose of the call, you are better equipped to
read between the lines. Consequently, you acquire vital information and
discover more about what is really going on.
Have you ever experienced an awkward pause during a telephone

conversation? Not having any face-to-face signals and body language
as cues can cause you to wonder how the caller is feeling. So, you will
have to listen for clues. A sudden pause or change in the conversation
may be a signal that the caller is upset by something in your vocal tone
or that you might have used a phrase that gave the wrong impression.
The physical barrier between you and your caller can make it difficult
for you to anticipate what is going on. Effective listening will help you to

‘catch’ clues such as a sigh, a pause or even a change of tone so that
you will be able to save the situation by saying “I am sorry” or “I didn’t
mean it that way”.
Activity 2.8
Have you ever experienced an awkward pause while talking to your

caller? What was the cause of the pause? How did you handle
the situation?
Summary
It takes extra effort and empathy to share positive feelings such

as trust, respect and enthusiasm over the telephone. Yet when
you express negative feelings like distrust, boredom or anger, the
message seems to travel easily. A lot of this is due to poor quality
of voice and the lack of understanding on voice intonation.
This section reminds us that there are points that we should pay
attention to in order to project a clear and professional voice over
the telephone. To help you recap all the points mentioned earlier
in this section, they are listed below:
1. When you make a conscious effort to smile over the phone,

you will sound as though you are smiling. When you sound like
smiling, your caller will feel like smiling too. Besides smiling,
you can also project other kinds of body language over

the telephone by positioning your body in a friendly and
relaxed manner and so on. When you sound relaxed, your
caller will be able to picture you this way.
2. Monitor your tone of voice and nonverbal expressions. If you

are able to tell the difference between a positive tone and
others that may cause you to sound negative (such as a sigh),
you will consciously avoid the latter.
3. Practise using sharp, distinct speech. Emphasise the first

word of each sentence or the first word after any pause.
Remember not to mumble or swallow your words. In fact,
you should speak a little more loudly than in normal
conversations because unclear speaking can result in
negative feelings.
Self-test 2.2
1. Who’s calling, please?

______________________________________________________
2. Will you hold?

______________________________________________________
3. I’m afraid the line’s busy.

______________________________________________________
4. I’ll put you through.

______________________________________________________
5. I’m afraid Encik Khairul Azhari isn’t in today.

______________________________________________________

6. Can you call me back?
______________________________________________________
7. Is there anything else?

______________________________________________________
Suggested answers to activities and grammar
Feedback
Activity 2.6
[It is important that you practise these breathing exercises regularly

for you to develop and maintain voice quality and control.]
Activity 2.7
1. S
2. O
3. Q
4. S/O
5. S/O
6. Q

7. Q
8. O/S
9. S/O
10. O/S
Activity 2.8
There are many reasons for awkward pauses. One cause could
be a lack of understanding on an issue by the other person. One
way of dealing with it would be to clarify details.
Grammar 2.1
2. Two days ago, the Despatch Department sent the shipment

to the customer.
3. The secretary did not attend the meeting last week.
4. Michael and Karen held their wedding banquet at a hotel last

evening.
5. Both our best technicians received awards at the recent

annual dinner for their excellent service.
6. The plant burnt down due to the negligence of the staff.

2.3 Telephone Manners
Objectives
1. Put callers on hold politely.
2. Transfer calls effectively.
3. Display telephone manners when making and receiving

calls.
4. Create lasting impressions when you put down the phone.
Introduction
Displaying good telephone manners is an asset to you at work. The
way the phone is answered makes a lasting impression — some good,
some bad. First-time callers base up to 90% of what they think of your
company on their experience with that one phone call. Callers have only
two things to go on when they call — your attitude and your voice. Do
remember that the person who answers the phone has one of the most
important jobs in any company — establishing a good impression for
each person who calls through his/her telephone manners.

Handling the telephone with manners
Before you can display any telephone skills to impress your callers, you
should take some time to understand the features of the telephone that
you are using. The last thing you want is to waste time fiddling with the
telephone at the expense of your caller’s time. Remember that it is poor
manners to make your callers wait.
To understand the capabilities of your telephone better, find out about

the available features or simply ask someone who has more experience
to explain the features to you. As always, practice makes perfect!
Here are some basic steps to help you handle the telephone:
1. Learn about your telephone ahead of time. Never practise on

your caller.
2. Hold the transmitter portion of the telephone directly in front

of your mouth. If the transmitter is held away from your mouth,
you will risk not being understood.
3. Place the telephone on your desk so that the receiver can be

picked up without banging into anything. No one (including
your caller) likes unnecessary noise.
4. Always avoid side conversations while talking on the

telephone. Your caller deserves your full attention.
5. Make sure you place the caller on hold before discussing

his/her situation with your colleague. Imagine how
embarrassing it would be if you told your colleague about
how demanding your caller was, only to discover that he/she
was listening to your conversation.
6. Do not eat or drink while talking on the telephone. Your caller

will not like listening to you munch on your food.

7. Some organisations have a “three-rings policy” which means
their employees answer the telephone in as few rings as
possible. A maximum of three rings is a good practice.
8. Before placing a caller on hold to answer another line, it is

good manners to ask your first caller for permission and wait for
an answer. For example: “Would you mind holding for a
moment?” Then, wait for the caller to say “yes”. Too often,
callers only hear “Please hold” and the person hangs up.
9. If you have several callers on hold, it is useful to remember

the priority of each call. If necessary, it is handy to take notes
of who has been holding on which line and for how long.
When the call is not for you

Have you ever received calls which were not for you? How do you respond
to these callers? Have you had your calls transferred to the wrong people
yourself? Have you come across responses like “You’ve got the wrong
department!” or “You’ve been put through to the wrong department”?
All these responses imply that you are at fault and they certainly do not
make you feel good about yourself.

In order to display good telephone manners when you receive calls that
are not for you, just follow the few steps below to help you treat the
caller courteously:
1. Establish the caller’s situation. This means that you should find
out why the caller is calling and/or who the caller wishes to
speak to in the first place.
2. Advise who the caller needs to speak to. If possible, offer to

find out if the person’s available.
3. Transfer the call for the caller or give him/her the right number
to call.
Transferring calls
When you find that a call should be handled by someone else, there are
some steps that you can take. Here are some of them:
1. You can give the caller the name of the correct person and
offer to find out if the person is available.
2. Do not forget to inform the caller what you are about to do

(such as put him/her on hold, go to the next office, etc). Also,
inform the caller approximately how long this will take. Callers
sometimes do not want to wait for too long as the cost of the
call may be too high.
3. If the person whom the caller wishes to speak to is available

to take the call, do not just transfer the line. Pass on full details
of the caller and the caller’s situation so that the caller will not
have to reintroduce himself/herself and explain his/her situation
all over again. This is important as many people tend to neglect
this act of courtesy.

4. Then, tell the caller that you are able to transfer the call and
that you have explained the situation to the person.
5. Next, give the caller the name and extension number of the
person who is about to take the call (just in case the transfer
fails somehow).
6. Lastly, transfer the call.
If the person whom the caller wishes to speak to is not able to take the
call, offer to take a message or provide contact details so that the caller
can try again later.
Activity 2.9
Make a call to an organisation of your choice. Notice how the

person on the other line greets you and handles your call. Pay
attention to the following questions:
1. How many rings does it take before your call is answered?

_____________
2. Does the person greet you with a ‘smile’? _____________
3. Does the person announce his/her organisation, department

and name at the start of the call? _____________
4. Does the person ask for your permission before transferring

your call? _____________

5. Does the person eat or drink while on the line with you?
_____________
6. Do you hear the person talking to his/her colleague while you

are on hold? _____________
Vocabulary 2.3
Choose the correct option from the words in italics. You may need
to change the form of the verb.
assist attend call back deserve get through

look up make pick up print out put ... through
1. Normally, she calls back straight away.
2. His secretary always _____________ the phone first.
3. This year, we _____________ to get a pay rise.
4. This week, he _____________ the Personnel Director with the

interviews.
5. She _____________ the number in the phone book at the

moment.
6. Today, I _____________ a training session on quality control.
7. Once a week, the computer _____________ the sales figures.

8. We hardly ever _____________ to Penang so easily.
9. Please hold on. I _____________ you _____________ to the

Sales Department.
10. I _____________ some notes now and I’ll make the call in a
few minutes.
Grammar 2.2
Sometimes, callers ask us results of a past action. For instance,

they may ask us to update them on the latest development of
the proposal that they had sent us some time ago. You may give
them an answer like this, “The management has not decided yet.
Please give them another week to do so.” The answer indicates
that although the management received the proposal some time
ago (past action); they have not made any decisions on it (current
results of a past action).
Generally, we use the present perfect tense to talk about past

actions that have present importance. Here are some examples:
“We’ve managed to lower our costs by 20% this year. (The efforts
to lower costs started in the past and our costs are now lower.)
“What have you done to the advertisement?” (You did something

to it in the past and it is not satisfactory now.)

Here are some incomplete sentences. Use a suitable verb in the
present perfect tense to explain why the present situation has
occurred. The first one has been done for you.
1. Our sales are improving because …

we have introduced some new products in the markets.
2. Our customers want the catalogues delivered urgently

because …
______________________________________________________
3. Melissa is off work for about two months because …

______________________________________________________
4. It is now easier for us to purchase foreign cars because …

______________________________________________________
5. At the moment, everyone is upset with the management

because …
______________________________________________________
6. This year’s sales will probably show a vast difference

because …
______________________________________________________
Taking telephone messages

Most of us are familiar with taking telephone messages. Just because
we have standardised message pads to help us, it does not mean that
we do not need to have good telephone manners when taking telephone
messages. Read the steps below and see if you have used them before.
1. First of all, find out about these details:

a. The name of the caller
b. His/Her organisation
c. His/Her contact details
d. A suitable time that he/she can be contacted
e. The message
f. Specific action required
2. Repeat the information you received to the caller.
3. Double-check spellings and contact details.
MESSAGE PAD
Message for: Date:
Taken by: Time:
Caller’s name:
Company:
Caller’s message:
Action required:
Figure 2.2 A typical message pad

Speaking to answering machines
In this modern world, we find ourselves talking to machines when the
people we wish to speak to on the phone are not available in their
workplaces. This can be unnerving to some of us who do not have the
experience in speaking to answering machines. You will find some useful
tips below for speaking to answering machines:
1. Before you leave your message on the answering machine,

make sure you listen to the instructions carefully.
2. Only start speaking after a given signal (usually a beep).
3. Speak clearly and slowly.
4. Spell names (your name, organisation and/or venue) slowly

so that the other person is able to follow.
5. Repeat numbers (e.g., telephone numbers and addresses).
6. Do not forget to leave your name, contact number and a short

message.
7. You must ensure that your message is not too lengthy

because most answering machines allow only a limited time
for your message. Generally, the time limit is 10 – 30 seconds.
Managing the call back

Sometimes, you are faced with a situation in which you are unable to
handle a request at the time of the original telephone call. For example,
you require more time to find out why your caller’s shipment has not
reached her yet. What do you do during such a situation? Do you make
your caller wait while you run a check on the shipment? Or do you offer to
call back at a later time when you have the information? Good telephone

manners require you to inform your caller about your need for more time
and offer to call back when you have the necessary information. The
following section provides you with four simple call-back steps that will
help you make such calls:
• Step 1 — Briefly explain why you need to call back.
• Step 2 — Ask your caller for his/her permission to make a

call back.
• Step 3 — Make a commitment to your caller to call back at a

suitable or agreed-upon time.
• Step 4 — Personalise your statements.
To help you understand how to carry out these steps, here are some
expressions that are useful:
Step 1: Explain why you need to call back.
“I am sorry but it will take me some time to get the information you need.”
Step 4: Personalise your statements.
“Cik Hamidah, … .”
Step 3: Ask for permission to make a call back.
“Will it be all right if I call you back later?”

Step 2: Make a commitment to call at a suitable time or an agreed-upon
time.
“Say, before 3.30?”
Here are the complete statements:
“I am afraid it will take me some time to get the information you

need, Cik Hamidah. Will it be all right if I call you back later? Say,
before 3.30?”
Let us try another.
Step 1: Explain why you need to call back.
“I’m sorry but it’s going to take a while because I will need to check with my
despatch staff about the shipment.”
Step 2: Make a commitment to call back at a suitable or an agreed-upon

time.
“I won’t be able to call you until after lunch time, say at 2.00 p.m.”
Step 3: Ask for permission to make a call back.
“Will that be okay?”

Here are the complete statements:
“Cik Hamidah, I’m afraid that it’s going to take a while because I will
need to check with my despatch staff about the shipment. I won’t
be able to call you until after lunch time. Say, at 2.00 p.m. Will that
be okay?”
Tip: Your callers expect a fast response from you. When you offer to return a
call, decide on a time that you can meet. Therefore, commit to a reasonable
deadline so that you can fulfil your commitment to your caller.
Saying thank you

Saying “thank you” is a simple and effective way to display good
telephone manners. In addition, saying “thank you” also helps you to
build rapport or a close relationship with your caller as well as leave a
positive image. For these reasons, you should always find a way to say
“thank you” for each call and say it sincerely.
Of course, there are some encounters (specifically those that involve

angry or demanding callers) which may be harder for you to say “thank
you”. You must ensure that saying “thank you” is done genuinely because
your tone of voice does show your true feelings.
Here are some ways you can say “thank you” to your callers:
1. You can say “Thank you for your time/help/call/suggestions”.
2. For more difficult calls such as those with demanding or rude

callers, “Thank you for listening/understanding/your
patience/your honesty” can be helpful.
3. When the call is almost over, try to reinforce the “thank you”
so that your caller leaves with a good feeling.

Thank you so much for
your call, ma’am.
Saying goodbye
What do you usually say when you have spoken with your caller? Do
you just put the receiver down? Actually, there are some appropriate and
courteous statements that you should make as you finish your telephone
conversation. You should make sure that your statements serve these
functions:
1. Thank the caller for calling.
2. Let the caller know that you appreciate his/her business.
3. Provide assurance that any promises you make will be

fulfilled.
4. Leave the caller with a positive feeling.
5. Create goodwill with your caller.

Can you think of some courteous closing statements that will serve all
the functions above?
________________________________________________________________
________________________________________________________________
________________________________________________________________
Here are some closing statements that demonstrate courtesy and

manners on your part:
“Thank you for calling. We appreciate your business.”
“Thanks for your order.”
“Please feel free to call us about anything.”
“We are always glad to be of help.”
“Goodbye, and thanks for calling.”
“I’ve enjoyed talking with you.”
“If you have any additional questions, please call me.”
“Thanks for calling. Have a nice day.”
Tip: You should always allow your caller to hang up first as this is part of
simple courtesy. This also gives your caller a final chance to add something.

Activity 2.10
Situation
A new customer, Encik Ismail Khadir, calls you to enquire about

the bill that was sent to him. According to him, the amount stated
on the bill should have been RM102.15 and not RM201.15. He
wants you to send him a bill with the correct amount on it. On
your part, you cannot do so until you check his particulars in the
computer system.
Task
Inform Encik Ismail that you will need some time to get the
information for him. Offer to call him back at a time that is suitable
for him. Write suitable statements that convey your message to
him. Be sure to include a suitable closing statement before you
end your conversation with him.
You can refer to the steps below:
• Step 1 — Briefly explain the need for the call back.
• Step 2 — Ask your caller for his/her permission to make

a call back.
• Step 3 — Make a commitment to your caller to call back

at a suitable or agreed-upon time.
• Step 4 — Personalise your statements.

______________________________________________________
______________________________________________________
______________________________________________________

Activity 2.11
Look at the formal and informal expressions of closing a call.

Match the expressions with the same meaning.
Formal Informal
• Goodbye! • Anything to add?
• Is there anything else that • Catch you later!

I can help you with?
• Nice chatting with you.
• Could you please repeat
that? • Thanks a zillion, man!
• It’s been a pleasure talking • Super!

to you.
• Come again?
• I’m very grateful for your
assistance.
• Yes, that would be fine.
Summary
This section covered various aspects that can assist you in

improving your telephone manners. Experienced business people
know for a fact that good telephone manners can boost their
business. They are also aware that in a single year, many people
recommend companies to other prospective customers because
they experience good telephone service. On the other hand, nine
out of ten customers who experience a badly handled call would
prefer to stop dealing with the offending organisation and they are

likely to tell others about their bad experience. So, if you value your
callers and wish to impress them with good telephone manners,
do pay attention to this section.
Self-test 2.3
Answer the following question. The main items to be in your

answers should approximate the sample answers towards the
end of this unit. Please do not look at the recommended answers
before you have attempted the questions.
Complete the dialogue by putting Norbaini’s replies in the right

place.
a. Sorry, I didn’t recognise your voice.
b. So, I’ll bring both the EG128 and ES90 packages at 10.00 then.
c. So, you mean you want me to bring the both of them with me?
d. Sorry, I didn’t catch your name.
e. Sorry, did you say the 108 or the 128?
A: Hello, Norbaini Hussein speaking.
B: Hello, Kalawathi Aru from KMD Software calling.

A: 1. ____________________________________________________
B: This is Kalawathi Aru from KMD Software. It’s about our

appointment next Tuesday.
A: Oh, Ms. Kala. 2. ______________________________________

_________________________ How can I help you?
B: Well, firstly, could you bring with you a copy of the EG128
software? As well as the ES90 we talked about the last time?
A: 3. ______________________________________________________
______________________________________________________
B: The 128 and the 90. So, just
A: 4. ______________________________________________________
______________________________________________________
B: Yes, that’s right. And the other thing is the time. Could we meet
at 10.00 instead of 9.00? My boss has called for a meeting
with the Heads of Department on that morning and I have been
asked to attend.
A: Mmmh, let me check please. Yes, of course, that’s not a

problem. I am free at that time. 5. __________________________
______________________________________________________
B: Oh, good. That’s it. So, see you then, Norbaini.

Suggested answers to activities, vocabulary
and grammar
Feedback
Activity 2.9
Your answers depend on the organisation that you have called.
Vocabulary 2.3
2. picks up
3. deserve
4. assists/assisted
5. is looking up
6. am attending/attended
7. prints out
8. get through
9. am putting you through
10. am making

Grammar 2.2
2. they have planned to make orders before the new prices are
introduced next month.
3. she has just delivered a baby.
4. the government has reduced the taxes.
5. it has decided to retrench 20% of its staff.
6. our sales and marketing teams have been aggressive in their

approach.
Activity 2.10
1. En. Ismail, I will have to call you back because I will need
some time to check your particulars on the computer system.
2. Can I call you back when I have your particulars, please?
3. I will call you back in about 15 minutes.
4. Thanks for your call, En. Ismail. I will call you back shortly.

Activity 2.11
Formal Informal
• Goodbye! • Anything to add?
• Is there anything else that • Catch you later!

I can help you with?
• Nice chatting with you.
• Could you please repeat
that? • Thanks a zillion, man!
• It’s been a pleasure talking • Super!

to you.
• Come again?
• I’m very grateful for your
assistance.
• Yes, that would be fine.

2.4 Dealing with Challenging
Situations
Objectives
1. Manage complaints and demanding callers.
2. Resolve problems on the phone courteously.
3. Deal with phone rage calmly and flexibly.
4. Offer solutions to possible problems on the phone.
Introduction
Using the telephone can be a challenge to some of us. This is because
we ‘meet’ different types of callers each time we pick up the receiver. It
is a fact that each caller is different. Experienced callers are aware that
they deal with different personalities on the telephone each time the
phone rings. In order to make every telephone call a success, we need
to recognise these differences, especially those that test our patience
and cause us to react negatively.
This section will help you recognise the two most difficult types of callers
who not only challenge us in our telephone skills but also test our abilities
in handling complaints and phone rage. Read the following sections
and see if they can help you when you face such special situations on
the telephone.

Two types of challenging callers
What do you think is the difference between the assertive caller and
the angry caller? Do you think they are the same? Have you personally
experienced talking to either type of caller?
The assertive/demanding caller
Let us first discuss the typical traits of the assertive caller. Assertive or
demanding callers are those who are quick to show authority, demand
action and usually get their points across immediately. They are also those
who spend little time on social or other non-business conversations.
Hence, their calls are usually short and crisp as their main concern is
getting their ideas across and having action taken by you. Does this
necessarily mean they are angry? No. However, we may easily mistake
them for angry callers, especially if we do not listen closely and attentively.
How can I deal

with such a demanding
caller?
So, what makes a caller an angry caller? Well, the difference between the
assertive caller and the angry caller is the emotion involved. The angry
caller is usually very emotional, at least at the beginning of the call while
the assertive caller only sounds firm and business-like. The similarity
between the angry caller and the assertive caller is their tendency to

stick to business. So, it would be wise of you to try being less social
and avoid small talk if possible. Here are some steps that will work for
you if faced with an assertive caller:
Step 1 Stay objective by not participating in the caller’s emotion. In other

words, stay calm.
Step 2 Listen to what the caller has to say. Listen attentively to the
problem or concern that he/she has. Allow him/her to vent if
necessary — i.e., let the caller tell you how unhappy or dissatisfied
he/she is with your organisation, products or services.
Step 3 Relate with the caller by apologising in a general way. For example:
“I am really sorry to hear that the product isn’t working.”
Step 4 Propose an action plan by focusing on the solution instead of the
problem. Be direct in your action plan. For example: “I’ll inform the
technician about your concern and I will set up an appointment
for him to pay you a visit. Can I call you back in an hour and then
set a suitable time for him to go and check out the product at
your office?”
In addition to these steps, you will also need to project yourself in a

certain way to earn the respect of the assertive caller. You may need to
raise your assertiveness level when dealing with the assertive caller. Here
are some ways that will help you raise your assertiveness:
1. Raise your voice slightly if you tend to speak softly.
2. Learn to be direct and to the point in your statements.
3. Keep non-business conversation to a minimum.
The angry caller
As mentioned earlier, the angry caller is a challenge even to the most

experienced person. Though the task is a difficult one, the experience
can also be a rewarding one to you once you manage to calm the
angry caller.

When you are on the phone with an irate or angry caller, there are three
important skills that will help you manage the conversation.
1. Listen to what the caller has to complain about. Be calm even

if his/her comments are rude or even abusive.
2. Relate with the caller by apologising in a general way.
3. Propose an action plan by focusing on the solution that the

caller needs in order to overcome his/her problem.
Tip: When faced with an assertive caller, do not be offended by his/her lack
of rapport because he/she is essentially interested in the business side of
things and not the social or relationship side of business.
I must remain
calm and courteous.
He is so angry.
The ability to relate with the caller is utmost important when dealing with
the angry caller. This is because the angry caller wants you to understand
how he/she is feeling — i.e., the frustration of facing the problem at hand.
On the next page are two different ways of relating with the angry caller.

a. Relating by apologising
Examples
1. “Puan Mimi, I understand how you must feel. I’m sorry to

hear about the late shipment.”
2. “I’m sorry about the confusion.”
Notice how general these apologies are. You can always

apologise for the situation or the confusion without admitting
that you or your organisation are at fault. Be careful not to accept
blame for a specific action or product as legal repercussions
may ensue.
b. Relating by agreeing
When the caller has a legitimate complaint, it is advisable to

relate by agreeing.
Examples
1. “Mrs. Chooi, you are right. You were promised a call back
yesterday and wedidn’tcall. Please accept our apologies.
Let’s see how we could get this problem solved.”
2. “Mr. Gopalan, I don’t blame you for being upset. Let’s see if
we can come up with something to overcome this problem.”
3. “I am really sorry that the shipment was delayed. This time,

I assure you that it will reach you by tomorrow. Please bear
with us.”

Upon relating with the angry caller and showing that
you understand his/her concern, you should proceed by
emphasising an action plan that will help the caller overcome
his/her problem. Here are a few examples that emphasise the
action plans:
Let us see how we

can fix this.
I suggest we return
this item to the
supplier.
Activity 2.12
Read the following statements and indicate which type of caller

you think might have made them.
A — Assertive/Demanding Caller
AG — Angry Caller
1. What I need to know is exactly what you

plan to do about this. _________

2. Look, I’m not interested in all that. What’s
the cost? _________
3. I’m tired of all these excuses. You people

don’t know what you’re doing. I just want
my money back! _________
4. Tell me what you intend to do about this.

Or else I am taking my business elsewhere! _________
5. Just give me the figures, okay? _________
6. The answer is no! _________
7. Just tell me what to do so that I could

respond to my people. _________
8. I’m sick and tired of all this run-around.

Every time I call you people, it’s the same
old story. Now, tell me what exactly is
going on! _________
Grammar 2.3
At times, asking polite questions or making polite requests can

diffuse a tense situation. Now that you have learnt about the
importance of voice intonation, you should ensure that your tone
of voice is friendly when asking polite questions and making
polite requests on the telephone (as well as communicating
face-to-face).

Below are some examples you could use when asking polite
questions:
• Could you please …?
• Would you mind …?
• Would it be possible to …?
• Would you be able to …?
Here are some examples that could help you when you are making
polite requests:
• I would like to know … .
• It would be helpful if you could … .
• I would like to request for … .
• Please … .
Can you think of any other examples that you could add to the list?
Now, try to ask polite questions or make polite requests by

attempting the activity below. Rewrite the questions or requests
by using the suitable expressions given to you earlier. The first
one has been done for you.
1. Will you remit payment as soon as possible?

Would you be able to remit payment as soon as possible?

2. What is your policy on returned goods?
______________________________________________________
3. Bring your receipt when you come to our counter.

______________________________________________________
4. How long do we have to wait for the permit to be approved?

______________________________________________________
5. Do you accept cheques?

______________________________________________________
6. Why are your shipments frequently late?

______________________________________________________
7. How will your company compensate the retrenched workers?

______________________________________________________
8. How long do we have to wait for the goods to arrive?

______________________________________________________
9. Take a seat first and our customer service representative will

attend to you shortly.
______________________________________________________
10. Give me your order number so that I can check the status of
your order.
______________________________________________________

Activity 2.13
Read the situations below and write your response to each

situation.
Situation 1
You receive a call from Martin Sim who is frustrated with a delayed
shipment. You promised to have his order delivered to him by last
Friday. It has been a week and the shipment has still not reached
him. What would you say to Martin to calm him down?
Martin : What are you doing about it? You promised to have it
delivered to me by last Friday. What has happened to
my order?
You : _________________________________________________
_________________________________________________
_________________________________________________
Situation 2
Shalini Fernandez calls you for an update on her bill. She claims
that the figure on her bill is incorrect. She has been overcharged
by RM55. You need to check the information on the system to
find out if this is true. What would you say to Shalini?
Shalini : I have been overcharged by RM55. I want you to rectify

this situation. Don’t expect me to pay that amount.
You : _________________________________________________
_________________________________________________
_________________________________________________

The 4As when you receive a complaint on the
telephone
It may be tempting to give in to your emotions when you receive a call
from an angry caller who uses abusive language to get his/her message
across. Fortunately, there are four building blocks that can help you
keep your cool and keep your customers. Remember when a caller hurls
criticisms at you, he/she is not attacking you personally. The caller is just
frustrated with the situation and wants you to take action to help him/
her overcome the situation.
Go through the 4As below to see how they can help you manage a
complaint effectively:
Attitude
A positive attitude on your part will remind you that a complaint is actually
an opportunity to improve.
Acknowledgement
Listen actively to what your caller has to say. Ask open questions. Check
your understanding. Do acknowledge that there is a cause for complaints
and show empathy.
Example
“I do know how you feel, Ms. Sim. This is truly a case of miscommunication.
Let’s see how we can solve this problem.”

Agreement
Discuss possible solutions with your caller. Seek for his/her agreement
when offering alternatives or options. Never assume the caller will agree
with you on everything that you suggest.
Example
“Ms. Kim, see if you agree with my suggestions. I believe that there are two
ways that we could try to overcome this problem. We could either have the
DVD player replaced or sent to the manufacturer for repair. Which option
do you prefer?”
Action
Make sure you keep the caller informed at all times. Implement what
you have agreed and call the caller to check if the solution has been
satisfactory.
Example
“Hi, Ms. Kim. I’m Sheena from Ops Berhad. I am calling to check if the DVD
player is working fine after the repair.”
Phone rage: Managing aggression and

rudeness
Sometimes, we find ourselves talking to callers who show aggression
and rudeness on the telephone. They criticise, humiliate, make demands
or even threaten us to make us take action. During such times, we face
the challenge of remaining calm and courteous in spite of the aggression
and rudeness that are directed to us. So, what do we do in order to keep
a hold on our emotions?

Here are some guidelines that can help us manage aggression and
rudeness without causing stress to ourselves.
When dealing with aggression:
1. We should not enter into an argument even if the caller provokes

us (by saying words that cause anger on our part, etc.).
2. We should allow the caller to ‘let off steam’ (i.e., vent).
3. We should not interrupt the caller while he/she is venting

because any interruptions on our part will most likely infuriate
him/her.
4. Apply the 4As discussed above — Attitude, Acknowledgement,

Agreement and Action.
When dealing with rudeness:
1. We should try to ignore the rudeness by keeping in mind that

it is not intended for us personally. In other words, we should
not take the rudeness personally.
2. Because the rudeness is not intended for us, we should keep

away from retaliating. Retaliating means to respond in an
equally rude way. Callers become more upset and angry when
we retaliate.
3. Apply the 4As discussed earlier — Attitude, Acknowledgement,

Agreement and Action.

Activity 2.14
Read the situations below and write your response to each

situation.
Situation 1
You receive a call from Martin Sim’s boss, Mr. Christopher Menon,
who is frustrated with a delayed shipment. Although you had
promised to have the previous order delivered to him within a
week, the shipment did not arrive. He is extremely displeased with
your organisation and services. He is aggressive on the telephone
and demands to know why the shipment is taking so long to reach
him. What would you say to Martin to calm him down?
Mr. Menon : You people don’t know what promises are. You
promised to have the shipment reach me by this
week and guess what — it is nowhere to be seen.
What are you doing about it?
You : _____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
Situation 2
Shalini Fernandez who called you last week for an update on her
bill claims that the incorrect figure on her bill was not rectified.
She also claims that the new bill still states that she owes your
organisation RM55 as stated on the previous bill. She calls you
and sounds rude on the telephone.

Shalini : I don’t know what else to say about you people. All of
you are hopeless and useless! You promised to have
my bill rectified and yet, I see the same mistake on the
new bill. When are you going to wake up from your deep
sleep and start doing something about my bill?
You : _________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
Summary
This section showed you that there are ways that can help you
handle the most challenging telephone calls — viz., those which
are made by demanding or irate callers. The number one thing to
remember when experiencing such encounters is not to take things
personally. Remember that the criticisms and insults are usually
not meant for you. They are usually directed to the organisation
because of the lack of action that is displayed.
Another thing that may help you deal with such challenges is to
put yourself in the shoes of the caller. Would you not be upset
too if a similar thing were to happen to you? This is not to justify
a rude or aggressive remark but it is to help you empathise with
your caller so that you are able to understand the situation that
he/she finds himself in. So, remember to stay calm and allow your
caller to vent. Do always be prepared to focus his/her attention
to the solution to the problem rather than give excuses that may
further infuriate him/her.

Self-test 2.4
Answer the following questions listed below. The main items to be

in your answers should approximate the sample answers towards
the end of this unit. Please do not look at the recommended
answers before you have attempted the questions.
Interview a colleague, a friend or a family member on his/her

experience in making a complaint on the phone. For example, ask
the person about his/her reason for making the complaint. You
could also ask him/her about the person on the other line. You may
ask about the position of the person who answered the call. Was
he/she the receptionist or the customer service representative?
Pay attention to the following questions when interviewing your

colleague, friend or family member:
1. How did the person on the other line react to your tone of
voice?
2. Did the person retaliate by sounding equally rude?
3. Did the person allow you to vent?
4. Was there any empathy shown by the person when he/she

listened to your ‘problem’?
5. Did the person apply any of the 4As mentioned earlier?
6. On the whole, do you think the person handled the call well
even though you were an assertive or angry caller?

Suggested answers to activities and grammar
Feedback
Activity 2.12
1. A
2. A
3. AG
4. AG
5. A/AG
6. AG/A
7. A
8. AG
Grammar 2.3
[Note: More than one answer is possible.]
2. Could you tell me your policy on returned goods?/Please tell

me your policy on returned goods.
3. It would be helpful if you could bring your receipt when you

come to our counter.

4. Would you be able to tell us how long we would have to wait
for the permit to be approved?
5. Could you please tell me if you accept cheques?
6. Would it possible to let me know why your shipments are

frequently late?
7. Would you be able to tell me how your company would

compensate the retrenched workers?
8. I would like to know how long we would have to wait for the
goods to arrive.
9. Please take a seat first and our customer service representative

will attend to you shortly.
10. I would like to request for your order number so that I can
check the status of your order.
Activity 2.13
1. I am sorry to hear about this, Mr. Sim. Please allow me to check

the status of your shipment. I’ll let you know as soon as I have
the information.
2. I regret to hear about this, Ms. Shalini. Could you please let me
check the information on the system? I’ll try to rectify this matter
as soon as I can.

Activity 2.14
1. I am really sorry to hear about this. I do know how you feel, Mr.
Menon. Let me see how I can help you. Please allow me to call
the courier service to see if they have the shipment at their
warehouse. Could you please give me some time to do so? I’ll
call you back immediately.
2. I am sorry, Ms. Shalini. I am aware you are upset with us. Would
you like some time to calm down? Why don’t I call you back in
10 minutes with some information to rectify this matter?

Summary of Unit 2
Summary
Unit 2 consists of strategies that you can use when handling

telephone calls with various types of callers. The unit begins
with the fundamentals of managing telephone calls. Like in all
forms of communication, the ability to understand the message
that is being conveyed is the most important factor. Active listening
allows you to understand what your caller is trying to convey
to you.
This unit also provides you with useful steps in handling telephone
calls: transferring calls, using voicemail, taking and leaving
messages, managing calls from demanding and angry callers.
Though some calls are more challenging than others, with sufficient
practice, you should be able to display good and effective telephone
skills in order to create a good lasting impression of you among
your callers.

Unit Practice Exercise
Read the case study below and suggest ways to deal with the angry caller.
Telephone enquiry dealing with an angry caller:
A student calls the Administrative Office at the end of the semester to find out
when the examinations are being held. The switchboard operator connects
the student with the Course Information Department but they do not have
the examination timetable. After several questions by the Course Information
Department, they transfer the call to the Exam Unit. The examination clerk is
out for lunch. So, the call is redirected to the teaching section managing the
examination subject. While the call is being redirected, it is disconnected.
The furious student calls back and the call is directed to you.
List the steps you will take to manage this call.
________________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

Suggested Answers to Self-
tests
Feedback
Self-test 2.1
Part I
1. Open-ended question
3. Close-ended question

Part II
1. b and f
2. c and h
3. a and e
4. d and g
Self-test 2.2
1. This is Selina Nair from ELP Sdn. Bhd. speaking.
2. Yes, sure.
3. Could I leave a message then?
4. Thank you.
5. Will he be in tomorrow?
6. Sure. When shall I call you back?
7. No, thanks. Goodbye.

Self-test 2.3
1. d
2. a
3. e
4. c
5. b
Self-test 2.4
1. Soft and friendly./Harsh and unfriendly./Hostile and cold.
2. Yes, the person did./No, the person did not.
3. Yes, he/she allowed me to vent and waited patiently./No, the

person was rude and impatient. He/She screamed at me
when I wanted to vent.
4. Yes, he/she showed much empathy./No, he/she did not show

any empathy.
5. Yes./No.
6. Yes, he/she did but he/she could have done a better job./Yes,
he/she displayed good telephone skills./No, he/she
desperately needs help in improving his/her telephone skills.

Suggested Answers to Unit
Practice Exercise
Feedback
Attitude
I am Ms. Norazleen from the School of Humanities and Social

Sciences. Can you please explain to me what has happened? Let
me see how I can help you.
Acknowledge
Thanks for the information. I can see why you are upset.
Agreement
I have two options for you. You can either call back after lunch
so that the person in charge of the Exam Unit can give you the
information you require. Or you can give me some time so that I
can find that out from the noticeboard nearby.
Action
I will pass a message to the person in charge and get her to return
your call when she gets back. If she doesn’t do so by 1.30 p.m.,
please call her at her extension.

References
Bruce, K (1994) Telephoning, Essex: Longman.
Dignen, B (2003) Communicating in Business English, USA: Compass

Publishing Inc.
Finch, L C (2000) Telephone Courtesy and Customer Service, 3rd edn,

Crisp Learning.
Healthy Working Lives (2013) Phone Rage, http://www.healthyworkinglives.

com/advice/Legislation-and-policy/employee-issues/violence-
aggression/phone-rage#risks (Accessed 25 January 2014)
Jones, L and Alexander, R (1997) New International Business English,

Edinburgh: Cambridge University Press.
Phone Skills Trainer (2009) Phone Skills Trainer Lesson: Essential

Telephone Etiquette (YouTube video) http://www.youtube.com/
watch?v=LmUc2_sRVOk (Accessed 25 January 2014)
Richards, M (2002) The Telephone Skills Pocketbook, 3rd edn, Hants:

Management Pocketbooks Ltd.
STJobs (2008) Fine-tune your Telephone Skills, http://www.stjobs.

sg/career-resources/workplace-success/fine-tune-your-telephone-
skills/a/239 (Accessed 25 January 2014)
Telephone Doctor, Inc., Essential Telephone Skills, http://www.

telephonedoctor.com/our_blog/essential-telephone-skills-article/
(Accessed 25 January 2014)
The above references have been added to give you additional sources
of information on the topics in this unit.

COURSE TEAM
Course Team Coordinator: Ms. Jasmine Emmanuel
Content Writers: Ms. Selina Rogers, Ms. Yeoh Suan Choo, Ms. Jasmine Emmanuel and
En. Norrizal bin Abdul Razak
Instructional Designers: Professor Dr. Ng Wai Kong, Dr. Madhu Parhar and Ms. Patricia Toh
Academic Members: Dr. Tan Toh Wah and Professor Dr. Cheah Kooi Guan
COURSE COORDINATOR
Ms. Jasmine Emmanuel
EXTERNAL COURSE ASSESSOR

Associate Professor Dr. Malachi Edwin Vethamani
PRODUCTION
In-house Editors: Ms. Lillian Chng and Ms. Michelle Loh
Graphic Designers: Ms. Patsy Yap, Ms. Chrisvie Ong and Ms. Leong Yin Ling
Wawasan Open University is Malaysia’s first private not-for-profit tertiary institution dedicated to
adult learners. It is funded by the Wawasan Education Foundation, a tax-exempt entity established
by the Malaysian People’s Movement Party (Gerakan) and supported by the Yeap Chor Ee Charitable
and Endowment Trusts, other charities, corporations, members of the public and occasional grants
from the Government of Malaysia.
The course material development of the university is funded by Yeap Chor Ee Charitable and
Endowment Trusts.
© 2014 Wawasan Open University
First revision 2015, Second revision 2018
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or
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without prior written permission from WOU.
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WUC 107/03

2.1 First impressions 4

Making the call 6

Answering the telephone 9

Addressing the caller 13

Managing telephone messages 17

Suggested answers to activities and vocabularies 25

2.2 Developing your telephone voice 29

Mastering voice intonation 31

Employing your best voice intonation 32

Improving your voice quality 33

Practising effective listening 35

Benefits of effective listening 41

Suggested answers to activities and grammar 44

2.3 Telephone manners 46

Handling the telephone with manners 47

When the call is not for you 48

Taking telephone messages 53

Speaking to answering machines 55

Managing the call back 55

Saying thank you 58

Suggested answers to activities, vocabulary and 65

2.4 Dealing with challenging situations 68

Two types of challenging callers 69

The 4As when you receive a complaint on the telephone 78

Phone rage: Managing aggression and rudeness 79

Suggested answers to activities and grammar 84

Unit practice exercise 88

Suggested answers to self-tests 89

Suggested answers to unit practice exercise 92

As a learner at a higher learning institution, you have embarked on a

1 WUC 107/03 Workplace Communication Skills

1. The first section deals with the fundamentals of telephone

2. The second section introduces you to techniques that help you

3. The third section covers the finer points of managing telephone

4. The fourth and final section introduces you to the various

UNIT 2 Effective telephone skills 2

1. Demonstrate answering the telephone with increased

2. Express yourself in a courteous, polite and friendly manner.

3. Demonstrate a positive workplace image.

4. Apply active listening skills to enhance effective

5. Solve issues related to difficult and different customer

3 WUC 107/03 Workplace Communication Skills

By the end of this section, you should be able to:

1. Design and devise telephone calls courteously to form

2. Demonstrate a professional image through proper handling

3. Prepare messages to ensure successful communication.

4. Use suitable questions to elicit information from callers.

UNIT 2 Effective telephone skills 4

3. Taking and leaving messages.

4. Asking suitable questions on the telephone.

Figure 2.1 Flow of telephone calls

Stage Phrase Response

Warming up I’d like to speak to … . Just a minute, I’ll put you

5 WUC 107/03 Workplace Communication Skills

Closing Goodbye (then). Goodbye.

Making the call

1. Introduce yourself in a polite and friendly way.

When you sound friendly, you encourage the other person to

2. If you are calling a stranger, identify yourself immediately.

UNIT 2 Effective telephone skills 6

“Hello. I am Sheena Chooi from Inventco Company. I’m trying to

3. If the receiver does not know you, be prepared to explain how

Whenever possible, explain to the receiver how you obtained