English at Work:More abouttelephonemanner
DIRECTIONS:ORDER THE FOLLOWING NUMBERS IN THE STORY IN THE CORRECT WAY AS IN THE EXAMPLE.
1-Anna: (answeringthephone) Yes?
2-Denise: Stop! That'sallwrong. I'mgoingtocallyouagain. This time…
-Denise: …this time, youdon'tsay 'yes' whenyouanswer, it'srude. Call me and I'll show youhowit's done.
(sound of 4-digit dialling, thenphonerings)
-Narrator: Hello. Herewe are in themiddle of a telephone training sessionwith Denise and Anna. Whatfun!
Hello? Tip Top Trading.
-Anna: Wow, that’sgood.
(dialling, then ring)
-Anna: Hello? Tip Top Trading. Denise speaking.
-Denise: No!
-Denise: And, you can sayyourname. Hello? Tip Top Trading. Denise speaking. Try it.
-Anna: What?
-Denise: Yousoundlikeyou'resittingon a pineapple. Listen tomyvoice: Hello? Denise speaking.
-Denise: Say: "Anna speaking!"
-Anna: Oh, sorry, I'm so stressedbyallthis. Hello Anna speaking.
-Anna: Hello? Anna speaking.
-Denise: Good. Now, whentheperson has introducedthemself – thisisMrs Smith orwhatever, say: HelloMrs Smith, how can I helpyou? Or, ifyouknowthemalready, youmightsay: HelloMrs Smith, how are you?
-Denise: Yousay: "I'mreallysorry, he'snotavailable at themoment. Can I take a message?" Or: "I'mafraidhe'sbusy, shall I askhimtocallyou back?"
-Anna: Okay.
-Anna: Okay, whatifMrs Smith wantstospeakto Tom buthe'snotthere?
-Denise: And, toend a conversation, you can say: "Thankyouforcalling, goodbye." Let's do anotherpractice!
(phonerings)
-Denise: Hello, thisisMrs Smith.
-Anna: HelloMrs Smith, how can I helpyou?
-Anna: Hello? Tip Top Trading.
-Denise: I'dliketospeakto Tom please.
-Anna: I'mreallysorry, he'snotavailable at themoment. Can I take a message?
-Denise: That'sokay, I'll try againlater.
-Denise: Excellent!
(phonerings)
Oh!
-Anna: Okay. Thankyouforcalling, goodbye.
-Anna: Howdidyoucall me withoutdialling?
-Denise: I didn't, that's a real call!
-Mr Lime: Hello Anna, thisisSeb Lime.
-Anna: Sublime?
-Anna: Oh no, I'mallnervousnow. Hello? Tip Top Trading. Thisis Anna speaking.
-Mr Lime: Mr Lime from Citrus Ventures. But I thinkweshould be onfirstnametermsnow, so call me Seb.
-Anna: Okay, er, Seb. How can I helpyou?
-Anna: Lunch? Er...
-Narrator: I knewit!Mr Lime isinterested in more thanjustyourlemons!
-Mr Lime: I justwantedtosayagainthatyour Imperial Lemonisfantastic... and I waswonderingifyou'dliketo do lunch with me sometime?
-Anna: Wouldyouliketodiscussthe Imperial Lemon?
-Anna: Personnel? Er... Can I callyou back? I'mafraidI'm a bit busy at themoment...
-Mr Lime: …bbbut…
-Mr Lime: Forgetthelemons Anna! Thereason I wanttoseeyouis more of a personal nature.
-Denise: Well Anna! Mr Lime eh?
-Denise: Are yousure? I think he means a personal nature, notpersonnel! ThatMr Lime!
-Anna: Oh!
-Anna: Oh dear Denise, I think I need a bit more helpfromyou. He wantstotalkaboutpersonnel…people, staffing…
-Narrator: Mr Lime indeed. Anyway, Anna hadanexcellentphonemanner. Let'shearthosephrasesagain:
Hello? Tip Top Trading. Thisis Anna speaking.
Hello? Anna speaking.
HelloMrs Smith, how can I helpyou?
HelloMrs Smith, how are you?
I'mreallysorry, he'snotavailable at themoment. Can I take a message?
I'mafraidhe'sbusy – shall I askhimtocallyou back?
Thankyouforcalling, goodbye.
-Narrator:Buthowis Anna goingtohandleMrLime'srequest? I can'twaittillnexttime!Bye!