Using the telephone

USING THE TELEPHONE
it deals with issues that might take place on the phone regarding business. It is mostly focussed for ESL and EFL as well as ESP students. It contains links to videos that strengthen the topics developed.

1. By: Elizabeth González, Meibis Nazareth González, and Abdiel Rodríguez Unit 3 Could I leave a message? Unit 4 Good to hear from you again! Unit 5 Unfortunately there's a problem.

2. U nit 3: Could I leave a message? Match the pictures with the possible situations (body language) by Nazareth

3. Receiving calls Being prepared for incoming calls. Some recommend: Be prepared for a call Identify yourself, your department and company Check relevant documentation or correspondence

4. Taking and leaving Messages (why it is important to get the information) by Meibis Nazareth

5. Asking for and giving repetition In each request for repetition, the person asking for the repetition also acknowledges it. It important that any repetition is followed by an acknowledgement.

6. take and leave a message (sample conversation ) Let´s Practice taking and leaving a message (listen carefully) by Meibis Nazaeth

7. Classify some common words used when taking and leaving messages

8. Unit 4 Good to hear from you again ! Cross- cultural communication on the telephone. Setting up appointments. Changing appointments. Ending a call.

9. Cross- cultural communication on the telephone. When speaking in English to people who speak English as a second language, you may find these guidelines helpful: 1. Try to eliminate noise. Pronounce words clearly, stop at distinct punctuation points, and make one point at a time. 2. Look for feedback. Be alert to signs of confusion in your listener. Realize that nods and smiles don’t necessarily mean understanding. 3. Rephrase your sentences when necessary. If someone doesn’t seem to understand you, choose simple words; don’t just repeat the sentence in a louder voice. Barriers to oral communication.

10. 4. Don’t talk down to the other person. Try not to over enunciate, and don’t blame the listener for not understanding. Use phrases such as “Am I going too fast?” rather than “Is this too difficult for you?” 5. Use objective, accurate language. Avoid throwing around adjectives such as “fantastic”, and “fabulous” which people from other cultures might consider unreal and overly dramatic. 6. Let other people finish what they have to say. If you interrupt, you may miss something important. You’ll also show a lack of respect. Barriers to oral communication.

11. Communication barriers on the phone (what problems are shown?) by Meibis Nazareth

12. STEPS IN SETTING UP APPOINTMENT 1. Called Person: "MEP, Good Morning" 2. Caller introduces herself. 3. Called Person checks name. 4. Caller confirms name 5. Called Person offers help 6. Caller asks appointment with X 7. Called person asks what it's about 8. Caller explain the reason 9. Called person acknowledges-asks when would be a good time 10. Caller suggests a time and date 11. Called person rejects or confirms. 12. Caller and called person agree on the appointment. 13. Called person offers another help. 14. End the call. USEFUL EXPRESSIONS: STATING REASON FOR THE CALL I'm calling to... I'd like to.. I need some information about.... SETTING UP APPOINTMENTS When would be a good time? Would Thursday at 5;00 be good for you? What about July 21st? That would be fine. No, sorry, I can't make it then. Sorry, I'm too busy next week.

13. Changing appointments 1 . Reference to original appointment 2. Statement of problem/Need for the change of appointment 3. Making new appointment 4. Confirmation USEFUL EXPRESSIONS: We have an appointment for next month, but... I'm afraid I can't come on that day... Could we reschedule it?

14. https://youtu.be/zmuRyKBn12w How to make an appointment on the phone

15. Confirmation So, just to confirm that... Let me just go over that again. So, that's 2 on Friday then. Promised Action Ok. I'll send/ mail/ organize/ phone. Closing signals Anyway...Right...Ok... Ok. I think that's everything. Is there anything else? OK. Well, let's leave it at that for the moment. OK. I'm sorry but O have to go. The other line is ringing . Thanking Thanks for calling back. Thank you for your help/ patience. I'm very grateful for your assistance. Looking forward I'll get back to you next week. I look forward to seeing/ meeting/ hearing from you next week. Nice talking to you. (Response: Me too! Same here! Sounds good!) Have a good weekend/ trip/vacation. Goodbyes Bye ! Goodbye! Talk to you again soon! See you on Monday ! Ending a telephone call

16. Unit 5 Unfortunately there's a problem… Cross-cultural problems on the telephone Problem-solving on the telephone Complaints by Meibis Nazareth

17. Read the text below and reflect on the cultural differences by Meibis Nazareth

18. Reading continued by Meibis Nazareth

19. Problem solving on the telephone click here to watch a video Identify yourself and the company or department you represent Be polite Solve the problem and retain your good reputation and that of the company you represent Listening is important Show that you care and have patience Do not assume things. Ask if you need information. by Meibis Nazareth

20. What about complaints on the phone? Watch video 1 Summary of Video 2 by Meibis Nazareth

21. Would it be the same if you were the complainer? by Meibis Nazareth

22. Bibliography Simon Sweeney. English for Business Communication. Cambridge University. Ninth edition. 0’l