Telephone Conversations

Planning
1. Managing telephone calls – guidelines/quick tips/
summarizing a call
2. Telephone Etiquettes
Making a Good Impression
3. Watching a video

4. Model Conversations (Examples)

5. Exercises: 1 & 2
6. Activity: Role Playing
7. Self-Learning: Sample videos
 Pre Task
• Video
 Managing Calls: Guidelines

• Answer calls promptly

• Be ready to take a message
• Greet the caller with the company’s and your name
• Identify the caller and demonstrate a willingness to assist
him or her
– If the caller does not give his or her name, ask for it
• Be courteous, calm, and pleasant
• Identify the nature of the call
• Use the caller’s name when saying goodbye at the end of
the call
 Managing Calls: Quick Tips

• Ask questions: when necessary

• Use pauses
• Spell out difficult words/names
• Ask him/her to repeat telephone numbers
• Mirror the Numbers
• Don’t speak too quickly or use idioms
• Summarise the information given at end of
conversation
 Managing Calls:
Summarising the call
• State what action you are taking
• Use customer’s name if you have it
• Ask if there is anything else you can do
• Say thank you & good-bye
• Try and let the customer hang up first
 Telephone Etiquettes

• Use your telephone voice

Speak directly into the receiver
Be friendly; convey interest and
respect
Use non-technical language, but
never use slang
Use a normal tone
Make the caller feel important!
 Expressions for Telephonic Conversation
Watching a Video

Useful Telephone Phrases - Free English lesson to speak English fluently on the phone
https://www.youtube.com/watch?v=6tfFRD0enV0&feature=youtu.be
A Model Conversation:
Good Morning! L&D
Ring! Ring! Company. This is Maya
Jones. How can I help you
today?

Hi! Could I speak to Mr.

Patel, please? May I know who’s calling?

This is Mayank Vanik, Could you spell that,

from IT&T. please?

Let me read that back to

Of course, M-a-y-a-n-k you:…. Correct? O.K, Hold on
(next word) V-a-n-i-k a minute…Putting you
through.
 A Model Conversation
A: L & D Ltd. Raj Mehta
speaking. May I help you? B: Hi! This is Ravi Motera, from
Systematic Co. I’d like to speak to
Mr Dennis Rayani, please
A: I am sorry, but Mr. Rayani is in a
meeting at the moment. May I B: It is about our contract for computer
take a message? maintenance, I have sent a draft to his email
and I wanted to make sure he got it.
A: Ok. Let me note it down…
Could you spell your name B: R-A-V-I…
please?

A: All right. Let me read that back to B: I work for Systematic

you: Your name is Ravi Motera, with a Co. I am the Sales
single ‘t’, and you have sent a draft of Manager.
the contract for computer maintenance.
Sorry, what is the name of your co.?

A: Ok, thank you very much.

B: Thanks a lot. Good
I’ll make sure he gets the
Bye.
message. Good bye!
TASK1: Copy the expressions from the conversation and try to think
of other options to say the same
MODEL CONVERSATION OTHER EXPRESSIONS
Answering:

Ask for someone:

Ask name:

Say name:

Ask to spell:

Check spelling:

Transfering a call:

Putting someone on hold:

 TASK 2: Copy the expressions in the conversation and
try to think of other options to say the same
MODEL CONVERSATION OTHER EXPRESSIONS
Answering: XXX Co. XX Speaking. May I help you?

Saying the person is not in:

Offering to take a message:

Saying what is your message:

Say you are writing:

Checking the message:

Saying who do you work for:

Saying you will give the message:

 Taking Messages
Always keep a pen and paper near the telephone so you
are prepared to record the message.
Contents of a Telephone Message Pad

TO:____________________________________________
Date_________________ Time______________
Message
FROM:_________________________________________
Telephone ( )__________________extension________
Message Details:
Your name or initials
 Exercise: Roleplaying Student B:
You are a receptionist at A&B. Student A
Leaving a Message would like to speak to Ms Bhatt, but she is
out of the office.

Take a message and make sure you get the

Student A:
You want to speak to Ms Bhatt about your
account with her company, A&B. If Ms
Bhatt isn't in the office, leave the following
information:
Your name
Telephone number: 98-111-01010 (or use your
own)
Calling about changing conditions of your
contract with A&B
You can be reached until 5 o'clock at the above
number. If Ms Bhatt calls after 5 o'clock,
she should call 222-98-78
following information:
Name and telephone number - ask student
A to spell the surname
Message student A would like to leave for
Ms Bhatt
How late Ms Bhatt can call student A at the
given telephone number
Calls registry. Date: ___________
Caller’s name_________________________________________
Phone #: ____________________________________________
Subject: _____________________________________________
____________________________________________________
____________________________________________________
Actions to be taken: _______________________________________
____________________________________________________
• Role-Play Cue 1
• John
• You'd like to speak to Kevin at FunStuff Brothers, a toy-making company. You're
returning his sales call because you're interested in the company's products.
• Kate
• You're the receptionist at FunStuff Brothers, try to transfer the call to Kevin, but take
a message when you find out Kevin can't take the call.
• Role-Play Cue 2
• Estelle
• You're calling to schedule a meeting with the head of the personnel department.
You'd like to meet on Tuesday morning but can come in on Thursday and Friday as
well.
• Bob
• You're able to schedule a meeting at the end of next week, but you will be out of the
office until Thursday morning.
Self Learning: Videos, you can refer to:

Telephone English
https://www.youtube.com/watch?v=WQVIeA_OW
X4

https://www.youtube.com/watch?v=lCBF659RMtg

Telephone English
https://www.youtube.com/watch?v=OWDyWLhu0
FY
Thank You!