UNIT 1

Communicative Skills in the Workplace

To make an international call, you need:

>> Telephone Skills <<

The international code 00

Know the Basic

The country code (60)
The area code (05)
The person’s number (5971440)

In English we usually say phone numbers like this:

0 = oh (zero is sometimes used

23 = two three (not twenty-three)
22 = double two
222 = two double two
How to begin a telephone conversation?

Identify / introduce oneself at the start of a telephone conversation

Person calling Person called / receiving the call

Hello, this is Misha, Nuramisha. Hello, Vittendran.

Identity /
Salam. My name’s Zharfan. Can I help you?
Introduce yourself
Good morning. I'm Luqman Cantek Spa. Can I help you? (respond first)
Arfan.

Practice A
Listen to the two phone conversations and complete the table.

Call Name of the caller Number of the caller

1
2

Ask to speak to someone

Person calling Person called

 Can I speak to En. Megat, please?  Hold on, please. I’ll see.
 Hello, is Farah there?  Yes, I’ll just get her.
 Can I speak to someone in Marketing,  Yes, just a moment
please?
 Hello. I’m calling to ask about the book fair.

 I’m afraid she isn’t in at the moment.

 Sorry, he’s out. Would you like to call back later?
 Sorry. She’s not available. / She’s not in right now.
 She’s away for a few days. Can I give her a
message?
 He’s out of the office this week. I’m afraid.
 You can contact her on her mobile. The number is
012-4567987

 What time will she be back?  She should be back by 4 o’clock.

 Can I contact her tomorrow?  We’re expecting him at around 11.00.
 When would be a good time to call again?  Why don’t you try in a couple of hours?

1
 Practice B
Arrange the sentences to make telephone conversations.
DIALOGUE 1

Yes. Can I help you? Please hold on. I’ll check for you.
Hello, is this the operator? Yes, please. I can’t get through to number 4326008

Ramli : i. __________________________________________________________________
Operator : ii. __________________________________________________________________
Ramli : ii. __________________________________________________________________
Operator : iv. __________________________________________________________________
Ramli : Thank you.

DIALOGUE 2

Oh, I’m so sorry. No. You have got the wrong number.
It’s all right. Hello. Is this number 7362406?

Soo Yan : i. _________________________________________________________________________

Voice : ii. _________________________________________________________________________
Soo Yan : iii. _________________________________________________________________________
Voice : iv. _________________________________________________________________________

DIALOGUE 3: Fill in the blanks below with the correct phrases.

Please hold on. Thank you. May I speak to

You : Hello! i. ____________________________Mr Ramumoorthy, please?

Voice : He’s in the garden. I’ll call him. ii. ________________________________
You : iii. __________________________________________________________

End a telephone conversation using polite expressions

Person calling Person called

I’ll get back to you soon. Thanks for calling.

Calling off Thanks very much. Goodbye. We’ll be in touch about it soon. Goodbye.
OK. Bye. Bye.