References 3.1 Telephone tech 1. position 2. right person 3. brief 4. bad line call back 5. smile 6. technical abbreviations 7. names quantities 8. interrupt 9. lunch hour 10. Note down Tran Training officer: Right I think the best thing is if I give you some rules. If you make notes now, you can ask questions and we can discuss what Ive said afterwards. Is that OK?... All right Right, first off: give your name slowly and clearly. Identify yourself and your position in the company, all right? Just make sure you're talking to the correct person. Right, after that, say right away what you're calling about, don t expect the other person to guess this or work it ou. Plenty of mistakes are make that way! Be brief, remember that the other person may have other things to do than to talk te Right, also if its a bad line, say that you'll call back at once. Then ring back and start the call again. OK? Speak slowly and clearly, but in a friendly voice and smile! All right? The other person can hear if you smile. Don't let the other person misunderstand your attitude as being, you know, unfriendly Ah, right, don,'t use technical terms or abbreviations, because the other person may not understand these as well as you do. Also give important information like figures, names, quantities, dates and so on, slowly and carefully. Repeat all the important information. Make sure that the other person has noted it down correctly-especially numbers, which are often the most difficult thing to understand over the phone. Also let the other person finish speaking-don't interrupt him or her even if you think you know what he wants to say. Thats . they 'll take it as very rude Ah.. if possible, don,'t phone during the other person's lunch hour or just before they 're about to stop work for the day, right? Find out what time it is in the other country before you call mean,think about it from your own point of view, I mean if you're heading off for a sandwich you don t want to have to be on the phone for an hour or so before Also note down all the important information you're given by the other person. OK? Yo don t want to have to waste the phone bill calling up again Now if you do all this, you can prevent misunderstandings occurring. OK, well, if you ha any questions, anybody? 3.2 Using the phone 1. dialing/dialling ringing busy /engaged 3. collect call /transferred charge call 4. person-to-person call personal cal 5. off the hook 3.4 Speaking and writing 2. Would you mind confirming this by fax? e Suggested answers- many variations are posReferences 3.1 Telephone techniques 1. position 2. right person 3. brief 4. bad line call back 5. smile 6. technical abbreviations 7. names quantities 8. interrupt 9. lunch hour 10. Note down Transcript Training officer: Right. I think the best thing is if I give you some rules. If you make notes now, you can ask questions and we can discuss what I’ve said afterwards. Is that OK?... All right. Right, first off: give your name slowly and clearly. Identify yourself and your position in the company, all right? Just make sure you’re talking to the correct person. Right, after that, say right away what you’re calling about, don’t expect the other person to guess this or work it ou. Plenty of mistakes are make that way! Be brief, remember that the other person may have other things to do than to talk to you on the phone. Right, also if it’s a bad line, say that you’ll call back at once. Then ring back and start the call again. OK? Speak slowly and clearly, but in a friendly voice and smile! All right? The other person can hear if you smile. Don’t let the other person misunderstand your attitude as being, you know, unfriendly. Ah, right, don’t use technical terms or abbreviations, because the other person may not understand these as well as you do. Also give important information, like figures, names, quantities, dates and so on, slowly and carefully. Repeat all the important information. Make sure that the other person has noted it down correctly—especially numbers, which are often the most difficult thing to understand over the phone. Also let the other person finish speaking—don’t interrupt him or her even if you think you know what he wants to say. That’s … they’ll take it as very rude. Ah… if possible, don’t phone during the other person’s lunch hour or just before they’re about to stop work for the day, right? Find out what time it is in the other country before you call. I mean, think about it from your own point of view, I mean if you’re heading off for a sandwich you don’t want to have to be on the phone for an hour or so before… Also note down all the important information you’re given by the other person. OK? You don’t want to have to waste the phone bill calling up again. Now if you do all this, you can prevent misunderstandings occurring. OK, well, if you have any questions, anybody? 3.2 Using the phone 1. dialing /dialling ringing busy / engaged 2. area cade 3. collect call / transferred charge call 4. person-to-person call / personal call 5. off the hook 3.4 Speaking and writing Suggested answers – many variations are possible 2. Would you mind confirming this by fax?