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Module 2

Module 2. Phone Calls. Module Contents. Unit 6. Hello, how may I help you? Unit 7. Hold on, I just need to make a note Unit 8. Is everything clear? Unit 9. I’m calling because… Unit k10. I’m terribly sorry. Time period: 6 hours

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Module 2

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  1. Module 2 Phone Calls

  2. Module Contents • Unit 6. Hello, how may I help you? • Unit 7. Hold on, I just need to make a note • Unit 8. Is everything clear? • Unit 9. I’m calling because… • Unit k10. I’m terribly sorry.

  3. Time period: 6 hours • Module focus: situations where business people have to deal with clients, associates and co-workers on the phone.

  4. Unit 6 Hello, how may I help you? • Answering the phone • Making a good impression on the phone

  5. Aims of this unit • To be more confident when answering phone • To improve their ability to make a good impression on the phone • To learn some useful words and expressions to use when answering the phone

  6. AWords & Expressions Frowning eye contact • Gestures hold the line • Be available be at one’s desk • Leave/give sb. a message • haven’t a clue • Cell phone/ mobile phone

  7. A1 Discussion DOs & DON’Ts when answering the pone • “How to get / give a good impression while answering the phone?”

  8. A2 •  Listen and discuss why the first caller gets a bad impression & why the second caller gets a better impression.

  9. B Listening • . “It’s the tone of voice which makes a sentence sound polite”

  10.  B1. Listen and decide whether the speakers are polite and helpful •  B2. Listen and repeat. Trying to copy the tones and pronunciation

  11. C • C1. Listen and repeat. Practice saying the phrases  C2. Role-playing • File 7 on p.120 -- File 38 on p.132

  12. Unit 7 Hold on, I just need to make a note • Understanding numbers and details • Making notes • Checking your notes

  13. Aims of this unit • Develop skills in understanding detailed information & numbers over phone • Practice making notes and checking notes • Learn some useful phrases to use when asking to repeat information

  14. Words & Expressions • To catch: • * sorry, I didn’t quite catch what you said. • Postcode / zip code (USA) • To confirm (by e-mail) • Percentage, • non-smoking room • To phone sb. on (phone no.)

  15. A • Discussions •  A1&2. Why do we need to take notes during a phone call? •  A3. What kinds of information do we need to note down?

  16. B Listening •  B1. Listen to the recordings, pause after each & note down the missing information from the notes. •  B2. Listen again & check answers

  17. Answers • First note: 456 – Mon – 501 • Second note: 12:30 -- 301 – Hilton – • Saturday May 6 -- @rainbow.com.hk

  18. C • Practices •  C1. Listen and repeat (try to copy the tone of voice & the pronunciation) •  C2. Writing down (or invent) your own information: name, company name and time when you want to be called back) • C3. Make a conversation according to the tips given

  19. D • Role-playing • File 9 on p.121 --- File 40 on p. 133

  20. Unit 8 Is everything clear? • Taking long messages Leaving messages

  21. Aims of this unit • To develop ability to take longer messages • To learn to rewrite notes as messages to be left for another person • To learn some useful words & expressions

  22. Words & Expressions • Abbreviation 缩写 • regarding 关于 relevant 与。。。有关 • Schedule日程安排 reschedule 重新安排 • Postponed 推迟 voice-mail 留言 • A dozen 一打 canteen 餐厅 • Pick up (sb) 接（某人） catalogue 价目表 • Checklist（供查对之）清单 • legible 可辨认的， 可读的

  23. A • A1. •  Listen to the recording and try to take notes •  compare your note with the ones in book. Find out the mistakes in them. •  Listen again and check • A2. Discussion about abbreviations

  24. B • Suggested answers: • Pls send price list – by e-mail is fine. • meet me at station – train arrives 9:30 • book hotel room Sun-Wed. Grand if poss. • FYI: price of hotel room incl. breakfast. • please fax copy of contract asap. • + Please send info on Feb meeting. • Phone: 555 8899 – ext 990.

  25. C 1&2 •  Listen to the phone calls and complete the notes. •  Compare your notes. Listen again and check the answers.

  26. Answers for 1 • - visit to Berlin tomorrow • - pick up from hotel @ 7 am • - 1st appointment: 8:30 • - 2nd appointment: 9:15 • - ( bring 20 catalogues) • - rest of morning: no change • - Frau Dr Schmidt • - P.M. visit factory + warehouse • - taxi to airport at 16:00 • - any problems call Max on his cell phone ( 01878931291)

  27. Answers for 2 • - Got message about changes to Berlin schedule • - problem: flight to Berlin cancelled • - now arriving 10 am tomorrow • - rearrange 1st +2nd appointments for afternoon • - before or after factory visit • - return flight 20:45, so plenty of time • - call her on 0044 1222 76198 • - 1 to confirm you have this message • - 2 to confirm new arrangements made

  28. D • D1. Listen and repeat • D2. Role-play • File 10 on p. 121 --- File 41 on p. 133.

  29. Unit 9 I’m calling because… Preparing to make a phone call Making different kinds of calls

  30. Aims of this unit • To improve skills in initiating phone calls • To develop ability to prepare for a call • To practice making phone calls • To learn some useful words and expressions

  31. Words & Expressions • At an inconvenient time • To clear up misunderstandings • Dictating information • To hold the line • Notepad feedback • On screen • Time-consuming

  32. A • A1. Listening and discussion: Has Alan prepared well before calling? • A2&3 HW: match the advice and reasons listed, then react on the situations • A4. Listen and repeat

  33. B • B1. Listen to the two clips of phone calls and do the excise • B2. Role-play • File 11 on p.122 --- File 42 on p. 134 --- File 63 on p. 142.

  34. Unit 10 I’m terribly sorry…. Dealing with problems on the phone

  35. Aims of this unit • To improve ability to deal with problems over the phone • To learn some useful phrases to use when dealing with problems, including complaints and mix-ups.

  36. Words & Expressions • A bad connection / a bad line • A bug • Compile v. 编辑 • Crash v. break down, fail • the line was busy • A firm date • Undeliverable

  37. A •  A3. Discussions: • When do people need to apologize in business? • Do you try to avoid saying sorry to people, or do you admit your mistakes? • What was one of the most difficult apologies you’ve had to make?

  38. A1. Listen to Jack answering the phone. Guess what would he respond. • A2. Listen to Jenny answering the phone. Guess what would she respond.

  39. B • B1. Listen to the phrases and practice saying them. The phrases will be useful on B2 & B3. • B2. Zig-zag conversation. Take turns to play the role in the phone conversation. • B3. Role-play • File 16 on p.124 --- File 47 on p.136.

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