We all need a reality check once in a while, this lesson plan will help you to identify with learning areas. using a phone is somewhat of an art, speaking at a pace where there is a degree of clarity, using the principles of empathetic voice tones to demonstrate how you feel and using key phrases that give your audience the confidence to speak to you.
Using the scripts, try and apply your English to the various situations. Remember that your objective is to apply theory so don't worry if you get it wrong. This module is part of the conversation course.
You work for: ABC Distributions
The time is: 9:45 am
Your Colleagues name is: Carla Stevens
Status: Carla has popped out to get a coffee, she will be back soon. You will have to take messages for her.
A conversation script has been written for you, participate using the context of this conversation a hint would be to look at the way in which your client reacts to what you're saying.
Your office phone is ringing, pick it up. Interact with whoever is on the line and react accordingly.
Client: Oh, good morning, could I speak to Carla please.
Client: I see, can I leave a message for her in that case?
Client: Could you tell her that I phoned and to call me back after 5pm if possible?
Client: My name is Thomas Grey
Client: It’s regarding the loan approval from Barclays Bank for the S3 Project in London.
Client: Yes of course, she can reach me on my mobile today, the number is 675 763 213.
Client: Thanks so much, oh sorry I didn’t catch your name.
Client: Sorry could you spell your surname for me, I am terrible with names?
Client: Thank you again, bye.
Note: There is a formula to answering a business phone. Every company tries to uniform the way in which the phone is answered so that there is a set standard. As a learner here is the formula:
In this task you are expecting a call from an HR manager. Your partner Claire Gold or Mark Gold is out and it’s up to you to interact. Remember that your objective is to record key information such as dates and times.
Your house phone is ringing, pick up the phone.
HR: Good afternoon, I wonder if I could speak to a Mr/ Mrs ………… Gold please.
HR: Oh, not a problem, perhaps I could leave a message for him / her?
HR: I am calling from a Company called ZANA Holdings, Claire/ Mark applied for a position and I have a provisional interview date.
HR: I have provisionally reserved the 19th of this month at 3:25 in the afternoon. The interview will be held at our office.
You: ( You will need to repeat the details to ensure that you have taken the details down correctly).
HR: That’s correct.
HR: Thanks, goodbye
*Your partner returns to the house, using the principles behind reported speech, tell your partner about the call.
Your mobile phone is ringing, it’s a social call.
Sam: Hi, can you talk?
Sam: Just a quick call, wondering if you're free this Friday?
Sam: Everyone wants to grab a Pizza after work, you up for it?
Sam: We were thinking about the place near your office, you know on Blue Avenue.
Sam: Straight after work, we will wait for you outside at 5:30 ish, don’t rush because Sarah will probably be late.
Sam: Great, see you on Friday!
You are not feeling very well, phone a medical centre and make an appointment to see a Doctor for today or tomorrow. You will need to interact with the receptionist.
Your Doctor: Dr Steven Shaw
Clinic Reference Number: 0974S - 419H - 5GJ - 939
Clinic: Good afternoon, Dr Johnstones Clinic, Andrew speaking how can I help you?
Clinic: Are you registered at this Clinic?
Clinic: Can I have your reference number please?
Clinic: Sorry, could you repeat the last 3 numbers for me again?
Clinic: What time would you like your appointment?
Clinic: I can offer you 5:45 this evening.
Clinic: Thanks for calling
More advanced students may find the following information useful:
Couldn’t agree more
I agree with you
I share your view
You could be right
Say that again
Tell me more!
I'm sorry, could you repeat that
Sorry, I didn't catch that
The line isn't very clear could you call back please
Could you repeat that for me again please
Thanks for your call
Thanks for calling
Thank you for calling
Thank you for calling (company name)
DEAR MANDI, LET ME SAY YOU A BIG "THANK YOU" FOR YOUR HELP WITH PREPARING ME TO IELTS EXAM. THANK YOU FOR YOUR CONFIDENCE AND SUPPORT. EVEN WHEN MY HOME WORKS WERE DIFFICULT AND I HAD NO TIME,- I ALWAYS TRIED TO COMPLETE EVERYTHING IN TIME BECAUSE I DIDN'T WANT TO DISAPPOINT YOU. YOU HELPED ME TO BE MORE CONFIDENT IN EACH PART OF THE EXAM, ESPECIALLY IN SPEAKING. IN THE BOTTOM LINE - ALL MY GOAL WERE REACHED! I HOPE TO SEE YOU NEXT TIME YOU VISIT IN ISRAEL.
I TOOK A LESSON WITH SANJ IN ORDER TO PREPARE TO A TELEPHONE INTERVIEW I WAS ABOUT TO HAVE. SANJ GAVE SOME VERY GOOD TIPS FOR THE INTERVIEW AND A BRIEF LESSON TO IMPROVE MY GRAMMAR AND SPEAKING SKILLS. HE ALSO HELPED ME TO FORMULATE BETTER ANSWERS TO COMMON INTERVIEW QUESTIONS – ALL OF THESE IN ONLY ONE HOUR! THE PREPARATION DEFINITELY HELPED ME TO FEEL MORE CONFIDENT AND TO SPEAK MORE FLUENTLY DURING THE INTERVIEW, AND EVENTUALLY TO GET THE JOB!
I REALLY APPRECIATE THAT YOU HELPED ME GROW IN MORE THAN ONE DIMENSION. THANK YOU SO MUCH FOR SHARING YOUR KNOWLEDGE AND PASSION WITH ME IN THE CLASSES – I DIDN’T REALIZE HOW MUCH I HAD LEARNED UNTIL I GOT SUCH A NICE GRADE IN PTE ACADEMIC EXAM. THANK YOU FOR YOUR PERSONAL CONCERN FOR ME – YOUR EMOTIONAL SUPPORT WAS INDEED PRICELESS. I HAVE BEEN VERY FORTUNATE TO BE MANDI’S STUDENT AND I HIGHLY RECOMMEND TO TAKE HER EXAM PREPARATION CLASSES.