Lecturing

Please watch the video for the tips used to appropriately and effectively communicate on the phone in business life (1) using the link below (VIDEO DURATION, 4.53 Minutes):

Please watch the video for the tips used to appropriately and effectively communicate on the phone in business life (2) using the link below (VIDEO DURATION, 9.04 Minutes):

You can also download the file for the common EXPRESSIONS USED ON PHONE CALLS.docx

Activity 1: Finding the expressions and statements that are used to appropriately manage a business phone call

EN- Here is a business telephone conversation between a client and a secretary. Read it and find at least 3 expressions that the secretary uses to appropriately manage the conversation and that you learned in the course.

TR- Aşağıda bir müşteri ile sekreter arasında gerçekleşen telefon görüşmesi vardır. Dikkatlice okuyunuz ve sekreterin telefon görüşmesini yönetmek için kullandığı, derste öğrendiğiniz en az 3 yapı ve kullanımı bulunuz.

Ms. Smith: ring ring...ring ring...ring ring...
Secretary: Hello, IT Diamonds, this is Natalia speaking. How may I help you please?

Ms. Smith: Yes, this is Ms. John Smith calling. May I speak to Mr. Sharpton, please?

Secretary: I'm afraid Mr. Sharpton is out of the office at the moment. Would you like me to take a message?

Ms. Smith: Uhm...actually, this is a rather urgent call. I spoke to her yesterday about a delivery problem that Mr. Sharpton mentioned. Did he leave any information with you?

Secretary: As a matter of fact, he did. He informed that a representative from your company might be calling. He also asked me to ask you a few questions...

Ms. Smith: Great, I'd love to see this problem resolved as quickly as possible.

Secretary: Well, we still haven't received the shipment of the earrings that was supposed to arrive last Friday.

Ms. Smith: Yes, I'm really sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow afternoon.

Secretary: That is excellent, I'm sure Mr. Sharpton will be pleased to hear that.

Ms. Smith: Yes, the shipment was delayed from Italy. We could not send it until this morning.

Secretary: I see. Mr. Sharpton also wanted me to schedule a meeting with you for next week.

Ms. Smith: Certainly, is he busy on next Wednesday morning?

Secretary: I'm afraid he is meeting with some guests from the USA. What about Thursday morning?

Ms. Smith: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?

Secretary: No, it looks like he's free then.

Ms. Smith: Great, should I come at 09:00 in the morning?

Secretary: Well, he usually attends a staff meeting at 09:00. It is expected to last one hour or so. How about 10:30?

Ms. Smith: Yes, 10:30 would be great.

Secretary: OK, I have already scheduled that. Ms. Smith at 10:30, Friday Morning...Is there anything else I can help you with?

Ms. Smith: No, I think that's all. Thank you for your help...Goodbye.

Secretary: Goodbye.

Activity 2: Filling in the blanks appropriately in the given business phone call

EN- You, as a secretary, are on a business phone call with Ms. Zellinger. Read the dialogue below and fill in at least 3 blanks with appropriate expressions, using the clues given in brackets.(For example, 1= ........from XX company)

TR-Bir sekreter olarak siz Bayan Zellinger ile bir telefon görüşmesi gerçekleştiriyorsunuz. Diyaloğu okuyunuz ve parantez içinde verilen ipuçlarına göre en az 3 boşluğu uygun ifadeler doldurunuz. (Örnek 1= ...........from XX company)

Receptionist: (1. Answer the call appropriately introducing yourself and then ask the reason for the call) ..........................................................................................................................

Ms. Zellinger: Yes, I would like to speak to Joseph Abet, please.

Receptionist: (2. tell her that he is not available and tell her where he is now) ...........................................................................................................................

Ms. Zellinger: Do you know when to expect him?

Receptionist: (3. Give her an exact time and ask for any message to leave) ...........................................................................................................................

Zellinger: Yes. My name is Belinda Zellinger.

Receptionist: (4. Ask the caller to spell the name and speak slower) ..........................................................................................................................

Zellinger: It's Z-E-L-L-I-N-G-E-R.

Receptionist: (5. Ask why she is calling) .........................................................................................................................

Ms. Zellinger: Well, it's a rather personal matter...
Receptionist: (6. Ask for her phone number to return the call) .........................................................................................................................

Ms. Zellinger: At 555-4857.

Receptionist: (7. Repeat the phone number and tell her you will report about her call) .................................................................................................................................

Ms: Zellinger: Thank you very much.

Receptionist: (8. End the conversation politely) .....................................................

Activity 3: Filling in the blanks appropriately in the given business phone call

EN- There is a business phone call between a secretary and Mr. Thomas below. Read the dialogue and suggest appropriate responses for at least 3 blanks. (For example 1= may I )

TR- Aşağıda sekreter ile Bay Thomas arasında gerçekleşen bir telefon görüşmesi vardır. Diyaloğu okuyunuz ve en az 3 boşluğu uygun ifade ile doldurunuz. (Örnek, 1= may I)

Secretary: Good morning, ABC Company, (9)……………………………..………… I help you?

Mr. Thomas: Hello, this is Bill Thomas. (10) ……………………………………………. Ms. Jenifer, please.

Secretary: I'm sorry, she is (11)…………………… of the office right now. May I take a message?

Mr. Thomas: Yes please. This is Bill Thomas from the USA.

Secretary: And (12)…………………………………………………… you, Mr. Thomas?

Mr. Thomas: At 438-4345.

Secretary: Was that (13)…………………………………………….……. ?

Mr. Thomas: Yes, that's right.

Secretary: And may I tell her what this (14)……………………………….…………….. about?

Mr. Thomas: Well, it is a rather (15)……………………………………………..… matter.