Slide New Telephone, Message Note

prepared by: Ni Komang Purwaningsih, S.S., M.
Hum
(the English lecturer of STIKES Bina Usada Bali
prepared by:a Ni Komang Purwaningsih, S.S., M.Hum
BRAINSTORMING

Why is the telephone
etiquette important?
Why is the telephone
etiquette important?
What should the nurse / receptionist
prepare to make an appointment?

prepared by: Ni Komang Purwaningsih, S.S., M.Hum
What is the appointment?
Why is it important?

DEFINITION
APPOINTMENT  A formal arrangement to meet or visit

somebody at a particular time, especially for a reason
connected with their work
It is important:
1. We can know whether the doctor is available or not
(busy/not)
2. We don’t need to queue for long time in the doctor’s office.
3. We can get our chart number earlier so it does not waste
our time.

How does the way to make an
appointment?

WAYS  You can phone up to make an
appointment, or go in to the surgery and
speak directly to a receptionist.

Phrasal Verbs
1. hold on
means wait
• ‘Could you hold on a moment please?’
2. hang on
also means wait! (informal)
• ‘Could you hang on a moment please?’
3. put (a call) through

means to connect one caller to another
• ‘I’m just going to put you through now.’
4. get through
to be connected to someone on the phone
• ‘I can’t get through to his line at the moment, could you call back later please?’
5. hang up
means to put the receiver down
• ‘I think the operator hung up on me, the line just went dead!’
6. call up
to make a telephone call (mainly used in American English or slang)
• ‘I’ll call up the theatre, and find out about tickets.’
7. call back
to return someone’s call
• ‘I’ll ask him to call you back, when he gets home.’
8. pick up
means to answer a call / lift the receiver to take a call
• ‘No one is picking up, maybe they’re not at home.’
9. get off (the phone)

means to stop talking on the phone
• ‘When he gets off the other phone, I’ll pass on your message.’
10. get back to (someone)

means to return someone’s call
• ‘When do you think she’ll be able to get back to me?’
11. cut off

to be disconnected abruptly during a telephone conversation
• ‘I think we got cut off, I can’t hear her anymore.’
12. switch off/turn off
to deactivate (a cell phone/mobile phone)
• ‘Sorry you couldn’t get through to me. My phone was switched off,
because the battery had died.’
13. speak up
means to talk louder
• ‘I’m afraid I can’t hear you very well, could you speak up a little
please?’
• Hold on means ‘wait’ – and hang on means ‘wait’ too. Be careful not to confuse
hang on with hang up! Hang up means ‘finish the call by breaking the
connection’ – in other words: ‘put the phone down.’
• Another phrasal verb with the same meaning as hang up is ring off, but this
isn’t as commonly used as some of the other phrasal verbs listed above.
• The opposite of hang up / ring off is ring up – if you ring somebody up, you
make a phone call. And if you pick up the phone (or pick the phone up), you
answer a call when the phone rings.
• “Hang on a second…”
• If you are talking to a receptionist, secretary or switchboard operator, they may
ask you to hang on while they put you through – put through means to connect
your call to another telephone. With this verb, the object (you, me, him, her
etc.) goes in the middle of the verb: put you through.
• But if you can’t get through to (contact on the phone) the person you want to
talk to, you might be able to leave a message asking them to call you back.
• Call back means to return a phone call – and if you use an object (you, me, him,
Telephone Problems
If you don’t understand everything the other person is saying, be honest. Tell the other person immediately,
otherwise you might miss some important information! Most people will appreciate your honesty, and will be happy
to oblige.
Formal
• ‘I’m afraid I can’t hear you very well’

• ‘Would you mind speaking up a bit please?’
• I’m afraid my English isn’t very good, could you speak slowly please?’
• ‘Could you repeat that please?’
Informal
• ‘Sorry, I didn’t catch that’

• ‘Say that again please?’
• ‘I can’t hear you very well’
• ‘Sorry, this line is quite bad’
Things to remember
1. Greeting (patients and receptionist)
2. Saying identity
3. Spelling (ROBERT POWER, michael jackson)
4. Tell the number and date
5. Expression of making appointment
6. Cancelling appointment
7. Expression of asking something when make an
appointment
6. Leaving messages
7. Writing on a message note
Expressions used when you want to answer a
call
• Good morning. Sanglah
1 hospital. Dewi speaking. May I
help you?
• Thank you for calling Prima

2 Medika. Good afternoon. Vero
speaking. How may I assist you?
SCHEDULE a DOCTOR
Appointment
Patient
• I need to make an appointment.

• I need to see dr…../ nurse…...
• When is dr. ___free?
• When can I visit….(dr.’s name)?
• Pardon me. Do you know when dr…..is available?
• What time is dr….’s schedule/ visit available?
• When is my turn?
• Do you think dr_____ could squeeze us in today?
• I need to make an appointment for my wife.
• My child needs to come in for a check-up.
• dr. ______wants to see me again in two week's time.

Receptionist
• It is ….
• dr.…..’s schedule is at/on…..
• She is available at/on….
• What is your chart number?
• What is the appointment regarding?
• Which day/what time is good for you?
• Is January the 3rd okay with you?
• How does four o'clock sound?
• We'll see you then.
• I'm sorry dr. _____is not taking new patients.
• We'll call you if there are any cancellations.
• We're running an hour behind schedule.
• dr. Paula is away. You'll be seeing dr. Lindsay.

Example of making
an appointment
The receptionist (Kalila) in Adhiguna Hospital is receiving phone call.
Kalila : Good morning. Adhiguna Hospital with Kalila, may I

assist you?
Patient : I need to make an appointment with dr. Maya.
Kalila : Please hold the phone for a moment, I would like to
check the schedule first.
Patient : OK
…………………………………………………………………………………..
…………………………………………………………………………………….
Telling the purpose
Patient:
• I would like to talk with dr…., may I?
• I am going to speak to dr….?
• Could you give a quick word with dr….., please?
• Can you transfer me to dr….?

Telling the doctor is
not on duty
• Oh,I am sorry. nurse….. Is not in the office right now. Would you like
to leave a message for her, please?
• well., nurse…. Has already go home, it’s better for you to call through
her mobile number.
• I’ m sorry. nurse….is in the meeting at the moment. Would you like to
call her back in few minutes, please?
• Alright, but if you get cut out, her extension is 305.

practice
A: Good morning, midwife Yola’s office. May I assist you?
B: Good morning. Is midwife Yola in?
A: Do you have an appointment?
B: No, I don’t, but if the midwife is in, I would like to see her.
A: When would you see her?
B: This morning if possible.
A: How about at 11.00 a.m. ?
B: That will be fine, thank you.
A: You’re welcome. Can I have your name, please?
B: Mrs. Johnson.
A: OK. Mrs. Johnson, see you at 11.00 a.m
B: yes, thank you. See
prepared you
by: Ni Komang Purwaningsih, S.S., M.Hum
“Sometimes, there may not be anyone to
answer the telephone and you will need to
leave a message. Make sure that the
person who should receive your message
has all the most important information
he/she needs. Your name, The time, the
reason for calling, and your telephone
number.
Remember your manners!
• It’s very important to be polite on the telephone, use phrases like could
you, would you like to, and to make requests, use please. Always
remember to finish a conversation with thank you and good bye.
Write it down!
• If you’re nervous about speaking on the phone in English, then it may be
helpful to write a brief script or a few bullet points on that you need to
say.
• If you will be speaking to someone you don’t know, it helps to have
things written down in front of you, to calm your nerves!
• If you have a brief outline of what you need to say, it will help to
organize your thoughts beforehand, and to use it as a reference during
the call, if you get confused.
Message note
WHILE YOU WERE OUT
Day/ date : _______

To : _______
From : _______
Phone : _______
MESSAGES
_________________________________
_________________________________
Message note
WHILE YOU WERE OUT
Day/ date : Friday, March 10th 2013

To : dr. Kaila
From : Mrs. Ainun
Phone : 081 805 435 792
MESSAGES
She wants to check up on the date above. She feels pain on her stomach. Is it
possible for you to meet her? Please kindly reply the message soon.
Regards,
Melia
receptionist prepared by: Ni Komang Purwaningsih, S.S., M.Hum (the
English lecturer of STIKES Bina Usada Bali
Role Play
Make a phone conversation with your
partner based on the situation below!
A as a medical staff answering patient

call or receiving a patient at a
registration room. But the doctor whom
a patient wants to meet is out of clinic.
Please practice the dialogue in front of
the classroom and fill out the message
note!


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Slide New Telephone, Message Note

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prepared by: Ni Komang Purwaningsih, S.S., M.

prepared by:a Ni Komang Purwaningsih, S.S., M.Hum

prepared by:a Ni Komang Purwaningsih, S.S., M.Hum

prepared by:a Ni Komang Purwaningsih, S.S., M.Hum

APPOINTMENT  A formal arrangement to meet or visit

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

3. put (a call) through

9. get off (the phone)

10. get back to (someone)

11. cut off

• ‘I’m afraid I can’t hear you very well’

• ‘Sorry, I didn’t catch that’

• Thank you for calling Prima

• I need to make an appointment.

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

The receptionist (Kalila) in Adhiguna Hospital is receiving phone call.

Kalila : Good morning. Adhiguna Hospital with Kalila, may I

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

Day/ date : _______

Day/ date : Friday, March 10th 2013

A as a medical staff answering patient

prepared by: Ni Komang Purwaningsih, S.S., M.Hum

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