Slide bài giảng - Telephoning and changing schedules

Claire Hallan Speaking I’d like to speak to Ms Lanson, please. I’m sorry, her line is engaged. Would you like to leave a message Would you mind spelling that, please? The reason I’m phoning is to… What time would suit you? Could you make it next Tuesday? I’m afraid I’m not available then Yes, Thursday suits me fine.  A for Apple B for Boy C for Cat D for Dog E for Elephant F for Freddy/Fish G for Goat H for Hello I for India J for Julia K for King L for Larry/Leopard M for Mary N for Nancy O for Oliver P for Percy Q for Question R for Radio S for Steven T for Terry/Towel U for Unicorn V for Venus W for Work X for X-ray Y for Yacht Z for Zebra I’m afraid I’m tied up all day on Thursday. Can you get back to me first thing tomorrow? Just a minute. I’ll put you through. We were cut off earlier. Could you read that back to me? The line’s busy. Will you hold? There’s some interference. I’ll hang up and call you again. The line’s very faint. Could you speak up a bit? Could you bear with me for a minute? Could we put off our meeting? Something important has come up. Role Play Student A Phone Acorn Chemicals. Ask to speak to these people: John Anderson at Extension 531 Dr. Rubin in the research Department Student B You work for Acorn Chemicals. Deal with incoming phone calls. Extension 531 is engaged Dr Rubin is on holiday. Role Play 2 Student A You work for Commercial Insurance. Deal with incoming phone calls. Sue Waite is in a meeting. Mrs. Johnson is at lunch. Student B Phone Commercial Insurance. Ask to speak to these people: Sue Waite in the Customer Service Department. Mrs. Johnson in the Marketing Department. Scheduling and Rescheduling Watch out for differences in the way people talk about times: 2:30 can be half past two, Fourteen-thirty, or even half-two. Always check 12:00 as 12a.m is midnight not midday. If possible get e-mail or text confirmation of times and venues to avoid confusion. Scheduling and rescheduling When rescheduling an appointment it is customary to give the person a choice of alternative times. Meetings should usually only be rescheduled once to avoid annoying the other party. If you are rescheduling a business meeting for personal reasons do not tell the other party that. Be vague. Eric: Hello Eric Carlin ______________. Claire: Hello Eric. It’s Claire again. I’m _____ about the meeting next weekend. I’m sorry, but Piet isn’t ____ at the time we arranged, he’s got another ___. But he’s ___ later on. Would four o’ clock ______for you? Eric: So that’s four o’clock ____ of two fifteen. Clair: Yes. Is that time ______for you? Eric: Yes that’s ______. Claire: Good. So we look forward to seeing you next Tuesday, then. Goodbye Eric. Eric: Hello Eric Carlin speaking. Claire: Hello Eric. It’s Claire again. I’m _____ about the meeting next weekend. I’m sorry, but Piet isn’t ____ at the time we arranged, he’s got another ___. But he’s ___ later on. Would four o’ clock ______for you? Eric: So that’s four o’clock ____ of two fifteen. Clair: Yes. Is that time ______for you? Eric: Yes that’s ______. Claire: Good. So we look forward to seeing you next Tuesday, then. Goodbye Eric. Eric: Hello Eric Carlin speaking. Claire: Hello Eric. It’s Claire again. I’m calling about the meeting next weekend. I’m sorry, but Piet isn’t available at the time we arranged, he’s got another appointment. But he’s free later on. Would four o’ clock be alright for you? Eric: So that’s four o’clock ____ of two fifteen. Clair: Yes. Is that time ______for you? Eric: Yes that’s ______. Claire: Good. So we look forward to seeing you next Tuesday, then. Goodbye Eric. Eric: Hello Eric Carlin speaking. Claire: Hello Eric. It’s Claire again. I’m calling about the meeting next weekend. I’m sorry, but Piet isn’t available at the time we arranged, he’s got another appointment. But he’s free later on. Would four o’ clock be alright for you? Eric: So that’s four o’clock instead of two fifteen. Clair: Yes. Is that time ______for you? Eric: Yes that’s ______. Claire: Good. So we look forward to seeing you next Tuesday, then. Goodbye Eric. Eric: Hello Eric Carlin speaking. Claire: Hello Eric. It’s Claire again. I’m calling about the meeting next weekend. I’m sorry, but Piet isn’t available at the time we arranged, he’s got another appointment. But he’s free later on. Would four o’ clock be alright for you? Eric: So that’s four o’clock instead of two fifteen. Clair: Yes. Is that time convenient for you? Eric: Yes that’s ______. Claire: Good. So we look forward to seeing you next Tuesday, then. Goodbye Eric. Eric: Hello Eric Carlin speaking. Claire: Hello Eric. It’s Claire again. I’m calling about the meeting next weekend. I’m sorry, but Piet isn’t available at the time we arranged, he’s got another appointment. But he’s free later on. Would four o’ clock be alright for you? Eric: So that’s four o’clock instead of two fifteen. Clair: Yes. Is that time convenient for you? Eric: Yes that’s fine. Claire: Good. So we look forward to seeing you next Tuesday, then. Goodbye Eric. Plan your week. Include a one-day business trip, two meetings, a business lunch, and two other appointments. Phone two colleagues to make an appointment with them. Pronunciation Tuesday 3 March (the third of March) Saturday 12th August Thursday 13th July Monday 16th April Wednesday 14th February Sunday 26th September Friday 30th December Pronunciation Sick Sing Sink Mouse Pass Worse Thick Thing Think Mouth Path Worth Answering machines Hi You’ve reached ….. I’m not here right now to take your call. I’m sorry I can’t take your call at the moment. If you’d like to leave a message, I’ll get back to you as soon as possible. Please leave your name, number, and a message, and I’ll call you back. Cell Phone Etiquette Text first - call later. Usually unwelcome in restaurants. Volume control – the TMI factor. Ringers and tones. Always check the person can speak freely. Never in the bathroom please. Automated systems and queues Make sure you choose a good voice artist in all languages. Keep the menus simple and make an option that connects to an operator. Do not use pan flute or other such music for your hold sound. Giving the caller an idea how long they can expect to wait is helpful.