telephoning in english - starting the call
Post on 25-Dec-2014
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Telephoning:Starting the Call
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In this Video:ESSENTIAL PHRASES
GreetingsIntroducing yourself, your role and your company
Background
Small TalkPurpose
Answering
• Hello, ACX Consulting. How may I help you?
• Hello, ACX Consulting, Paul Lowe speaking. How may I help you?
• Hello, ACX Consulting, Paul Lowe speaking.
• Hello, Paul Lowe speaking.
• Hello, Paul Lowe.
• Paul Lowe.
• Lowe.
Best for normal office role.
Receptionist style - ‘public facing’
Boss style - little public contact
Receiver
Caller - greeting/introduction
• Hi Paul, my name’s (this is) Mike Cheng from RIB Engineering.
• Hi Paul, it’s Mike Cheng from RIB engineering.
• Hi Paul, it’s Mike from RIB.
• Hi Paul, it’s Mike (here).
• Hi Paul, Mike.
Don’t know the other person.
Know the person well.
Receiver Caller
Hello, Paul Lowe speaking.
If known - make small talk - ‘well-being’
• Robert Palmer speaking.
• How’re you going, Freda?
• Really good
• and what can I do for you today?
• Hi Robert, it’s Freda.
• I’m fine, Robert. You?
• I’m calling to ...
Receiver Caller
If known - make small talk - different places
• Robert Palmer speaking.
• What’s the weather like in Berlin, Freda?
• The sun’s out today for a change.
• Hi Rob, it’s Freda.
• Absolutely freezing, Rob. What about in Chicago?
• That’s great. Look Rob, I’m calling to...
Receiver Caller
Stating the Purpose
• Our company makes components for the auto industry and...
• I’m calling/ringing/phoning about (noun)
• I’m calling to + V
• I’d like to + V
• I was wondering if I/you could + V
And how can I help you today?
If more background or introduction needed
Receiver Caller
Two Examples
Example 1 - The speakers do know each other.
• John Truscott speaking.
• Jenny. How are you?
• Can’t complain. It’s a beautiful day - but how can I help you?
• Hi John. It’s Jenny from International Accounting.
• I’m pretty good, John. And you?
• I’m just calling to check if the documents arrived.
Receiver Caller
Example 2 - The speakers don’t know each other
• John Truscott speaking.
• Hello, Jenny. What can I do for you?
• Hi John. This is Jenny Strauss from International Finance.
• My company organises financial training for managers
• and I was wondering if you had a minute to discuss your training needs.
Receiver Caller
• Answer phone
• Ask how you can help.
• Introduce yourself
• (Give background)
• State Purpose
2 Structures - If speakers don’t know each other
• Answer phone
• Introduce yourself
• Give background
• State Purpose
Receiver Caller Receiver Caller
• Answer phone
• Small talk
• Ask how you can help.
• Greeting + name
• Small talk
• State Purpose
2 Structures - If speakers do know each other
• Answer phone
• Small talk
• Greeting + name
• Small talk
• State Purpose
Receiver Caller Receiver Caller
Review
VideosA for Alpha: Using the International Telephone Code
Telephoning: Keeping Control
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