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Welcome to the class!

Welcome to the class!. Please write your full name in the chat box!. Leaving a Perfect Message. INTRODUCTIONS. EO - Course: Telephoning Professionally. At the end of this class you should be able to: Leave a perfect message on a voice mail Sound friendly on the phone

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Welcome to the class!

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  1. Welcome to the class! Please write your full name in the chat box! Leaving a Perfect Message

  2. INTRODUCTIONS

  3. EO - Course: Telephoning Professionally

  4. At the end of this class you should be able to: • Leave a perfect message on a voice mail • Sound friendly on the phone • Leave a perfect message with for someone else. • Spell your name using the International Spelling Alphabet. Plan for the class

  5. What about you? Do you often have to leave a message on a voice mail? Share Your Experience

  6. What do you think? Some messages are really difficult to understand. Why? Brainstorm Reasons

  7. Try it now! Leave a message on a voice mail.Get feedback from your peers. Practice Speaking

  8. How to give feedback to your peers Try it now!

  9. Practice 1 • You are Mike Bergson. • You work for LJ computers. • Your telephone number is 604-324-4321. • You have to call Mary Jenkins from the Stellar Corporation and tell her that her shipment of computers has arrived. • You want Mary to call you so that you can discuss the delivery and instalment schedule. http://bogglesworldesl.com/business_telephone_roleplay.htm

  10. Practice 2 • You are Tanya Griswold. • You work for Modern Interior Designs. • Your telephone number is 017-367-2190. • You have to call Mary Jenkins from the Stellar Corporation and tell her that you have come up with an estimate for the renovations. • You want Mary to call you so that you can discuss the color of the walls and floor tiles. http://bogglesworldesl.com/business_telephone_roleplay.htm

  11. Practice 3 •  You are Sara Voldemort. • You work for Darkside Media. • Your telephone number is 250-432-3456. • You have to call Mary Jenkins from the Stellar Corporation and tell her that the advertising campaign is ready to launch • You want Mary to call you so that you can discuss payment for services. http://bogglesworldesl.com/business_telephone_roleplay.htm

  12. Practice 4 •  You are Felix Unger. • You work for Upland Real Estate. • Your telephone number is 212-425-3994. • You have to call Mary Jenkins from the Stellar Corporation and tell her that you have found a property she would be interested in • You want Mary to call you so that you can discuss an initial offer for the property. http://bogglesworldesl.com/business_telephone_roleplay.htm

  13. Listen to Stephen leaving a message on Bernard Lalo’s voicemail. Why is he calling? What are his contact details? Listening Comprehension

  14. Why is he calling? • What are his contact details? Listening Comprehension

  15. Why is he calling? • He wants to discuss some ideas. What are his contact details? • Phone: 0041 758 6178 • Can be reached between 9 am and 12 pm. Listening Comprehension

  16. Parts of a Perfect Message

  17. Try it now! Leave a message on a voice mail.Use the checklist. Practice speaking

  18. You are Ken. You are calling Tom to ask him if he wants to go to the Jets game on Friday. Your phone number is 345 6723. You are at home the whole day.

  19. You are Ken Miller. You work for Home Design Manitoba. You are calling your client Rudi Samary to arrange a date for the delivery of the sofa Rudi had ordered. Your number is 4563029.

  20. What do you think? 1. Read and evaluate the voicemail messages.2. Find relevant andirrelevant information.3. Are there any missing pieces of information? Evaluating A Voicemail Message

  21. Practice 1 • Hi. This message is for Mr. Miransky, grade 4 teacher. I’m calling to let you know that I canvolunteer to accompany the kids on the field trip on March 2 to the Art Gallery. • Please call me backto confirm the details. I’m not available Monday from 10 to about noon, Wednesday from 1 to 6,Thursday from 5 to 7 and won’t be in Tuesday this week. • Please give me a call as soon as possibleas I’m on vacation starting next week. • Read and evaluate the voicemail messages. • Find relevant andirrelevant information. • Are there any missing pieces of information? • Edit if necessary.

  22. Practice 2 Hi Anita. It’s me. Can we get together sometime next week to go over the proposal? Call me on my cell. Thanks, bye. • Read and evaluate the voicemail messages. • Find relevant andirrelevant information. • Are there any missing pieces of information? • Edit if necessary.

  23. Practice 3 Hello. My name is Cathy Wong. It’s Cathy with a C, not with a K. I was referred to you by yourcustomer Andrew Potts. I’m interested in buying a house in the area and you seem to have areputation of a knowledgeable real estate agent. I’d be happy to look at any house listings youmight have at the moment... Just to mention, hard-wood floors and aluminum windows areimportant. The house must front south, be well maintained and have a two car garage. Plenty ofcloset space is required...And no neighbors with pets or musical instruments, please. I’ll tell youmore when we meet. Please give me a call as soon as you can. It’s 905-845-0809. Thanks. Bye. • Read and evaluate the voicemail messages. • Find relevant andirrelevant information. • Are there any missing pieces of information? • Edit if necessary.

  24. Practice 3 Hello. My name is Cathy Wong. It’s Cathy with a C, not with a K. I was referred to you by yourcustomer Andrew Potts. I’m interested in buying a house in the area and you seem to have areputation of a knowledgeable real estate agent. I’d be happy to look at any house listings youmight have at the moment... Just to mention, hard-wood floors and aluminum windows areimportant. The house must front south, be well maintained and have a two car garage. Plenty ofcloset space is required...And no neighbors with pets or musical instruments, please. I’ll tell youmore when we meet. Please give me a call as soon as you can. It’s 905-845-0809. Thanks, bye. 1. Read and evaluate the voicemail messages.2. Find relevant andirrelevant information.3. Are there any missing pieces of information? 4. Edit if necessary.

  25. Leaving a Perfect Message Free practice

  26. Practice 1 You had a tooth filling done last month. You paid for the dental work with your credit card, but had to be reimbursed 80% of the cost by your insurance company. Call your insurance agent to inquire when you’ll receive the check. You should leave a message with the following information:   Hello. You’ve reached Lora Bernardez at Great West Life Insurance. I’m either on the phone or away from my desk. Please leave me a message and I’ll get back to you within the next business day. Thank you and have a nice day.   Your message:

  27. Practice 2 You are heading to a Caribbean destination next month and were advised to get a Hepatitis B vaccine prior to your trip. Call your doctor’s office to inquire if he’ll be able to administer the vaccine. Hello. This is the office of Dr. Keissburg. Our office is currently closed. We’ll resume our services on Monday, October the 17th. At the tone leave your name, phone number and the reason for the call. Please note if this is an emergency, call 911 or go to your nearest walk-in clinic. Your message:

  28. Sounding Polite and Friendly Why is it important to smile?

  29. A smile makes your voice sound friendly and polite even if the caller cannot see you! Why is it important to smile?

  30. Listen to some expressions on the phone.Is the speaker smiling? Listening Activity

  31. Listen to some expressions on the phone.Is the speaker smiling?

  32. You are a very friendly receptionist! Read the following sentences and smile!

  33. We can also sound more friendly and polite because of the words we use. Rephrase Sentences

  34. Rephrase the expressions to make them more polite and friendly.

  35. Would you like to leave a message? Read the following conversation.

  36. International Spelling Alphabet. Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliet Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whiskey X-ray Yankee Zulu

  37. Would you like to leave a message?Role play: • You are Lori Briges. Your phone number is 314-274-5464. • You are calling Stellar Corporation to speak with Mary Jenkins. • You want to inform her that the new computer software is ready. • You also want to discuss the billing details. • If she is not in, leave a message with the secretary.

  38. Would you like to leave a message?Role play: • You work for the Stellar Corporation. • You are a secretary. • Your boss is Mary Jenkins. • She just stepped out. • She is expected back in about 2 hours.

  39. Try it now! Would you like to leave a message? Role play

  40. Would you like to leave a message?Role play 1: • You work for the Stellar Corporation. • You are Jerry Flannegan. You work for Provincial Express Shipping. • Your telephone number is 011-293-3425. • You have to call Mary Jenkins from the Stellar Corporation and tell her shipment has been delivered. If she is not in, leave a message with the secretary. • You want Mary to call you so that you can discuss future shipments. • You work for the Stellar Corporation. You are a secretary. • Your boss is Mary Jenkins. She just stepped out. • She is expected back in about 2 hours.

  41. Would you like to leave a message?Role play 2: • You work for the Stellar Corporation. • You are Dana Walker. You work for Jones and Baily Law Firm. • Your telephone number is 312-556-6655. • You have to call Mary Jenkins from the Stellar Corporation and tell her that she won her court case. • If she is not in, leave a message with the secretary. • You want Mary to call you so that you can discuss payment for services. • You work for the Stellar Corporation. You are a receptionist. • Your boss is Mary Jenkins. • She is talking to a client. She is expected back in about an hour.

  42. Would you like to leave a message?Role play 3: • You work for the Stellar Corporation. • You are John Richter. You work for Wide-Eye Security. • Your telephone number is 204-323-4998. • You have to call Mary Jenkins from the Stellar Corporation and tell her that her cameras have arrived. • If she is not in, leave a message with the secretary. • You want Mary to call you so that you can discuss when she wants the cameras installed. • You work for the Stellar Corporation. • You are a secretary. Your boss is Mary Jenkins. • She is out to lunch. She is expected back at 1:00.

  43. Remember? We worked on 4 topics: What have you learned in this class? • Leaving a perfect message on a voice mail. • Sounding friendly on the phone. • Leaving a perfect message with somebody. • Spelling your name using the International Spelling Alphabet.

  44. Please make an entry to your Learning Journal. Start with: RE: Leaving a Perfect Message • What were three main things I learned from this session? • What was new or surprising to me? • One thing I learned in this session that I may be able to use in future is... • I am still unsure about ... • What I most liked about the session was ... Homework 1Learning Journal

  45. Rewrite A’s responses to sound more friendly and polite: Homework 2

  46. Go to: http://www.wisc-online.com/objects/ViewObject.aspx?ID=ABC1302 • Evaluate the messages and write a comment. Homework 3

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