Bài giảng Telephoning and changing schedules

Claire Hallan SpeakingI’d like to speak to Ms Lanson, please.I’m sorry, her line is engaged.Would you like to leave a messageWould you mind spelling that, please?The reason I’m phoning is toWhat time would suit you?Could you make it next Tuesday?I’m afraid I’m not available thenYes, Thursday suits me fine.A for AppleB for BoyC for CatD for DogE for ElephantF for Freddy/FishG for GoatH for HelloI for IndiaJ for JuliaK for KingL for Larry/LeopardM for MaryN for NancyO for OliverP for PercyQ for QuestionR for RadioS for StevenT for Terry/TowelU for UnicornV for Venus W for WorkX for X-rayY for YachtZ for ZebraI’m afraid I’m tied up all day on Thursday.Can you get back to me first thing tomorrow?Just a minute. I’ll put you through.We were cut off earlier.Could you read that back to me?The line’s busy. Will you hold?There’s some interference. I’ll hang up and call you again.The line’s very faint. Could you speak up a bit?Could you bear with me for a minute?Could we put off our meeting? Something important has come up.Role PlayStudent APhone Acorn Chemicals. Ask to speak to these people:John Anderson at Extension 531Dr. Rubin in the research DepartmentStudent BYou work for Acorn Chemicals. Deal with incoming phone calls.Extension 531 is engagedDr Rubin is on holiday.Role Play 2Student AYou work for Commercial Insurance. Deal with incoming phone calls.Sue Waite is in a meeting.Mrs. Johnson is at lunch.Student BPhone Commercial Insurance. Ask to speak to these people:Sue Waite in the Customer Service Department.Mrs. Johnson in the Marketing Department.Scheduling and ReschedulingWatch out for differences in the way people talk about times: 2:30 can be half past two, Fourteen-thirty, or even half-two. Always check 12:00 as 12a.m is midnight not midday.If possible get e-mail or text confirmation of times and venues to avoid confusion.Scheduling and reschedulingWhen rescheduling an appointment it is customary to give the person a choice of alternative times.Meetings should usually only be rescheduled once to avoid annoying the other party.If you are rescheduling a business meeting for personal reasons do not tell the other party that. Be vague. Eric:	Hello Eric Carlin ______________.Claire:	Hello Eric. It’s Claire again. I’m _____ 	about the meeting next weekend. I’m 	sorry, but Piet isn’t ____ at the time we 	arranged, he’s got another ___. But 	he’s ___ later on. Would four o’ clock 	______for you?Eric: 	So that’s four o’clock ____ of two 	fifteen.Clair: 	Yes. Is that time ______for you?Eric: 	Yes that’s ______.Claire: 	Good. So we look forward to seeing 	you next Tuesday, then. Goodbye Eric.Eric:	Hello Eric Carlin speaking.Claire:	Hello Eric. It’s Claire again. I’m _____ 	about the meeting next weekend. I’m 	sorry, but Piet isn’t ____ at the time we 	arranged, he’s got another ___. But 	he’s ___ later on. Would four o’ clock 	______for you?Eric: 	So that’s four o’clock ____ of two 	fifteen.Clair: 	Yes. Is that time ______for you?Eric: 	Yes that’s ______.Claire: 	Good. So we look forward to seeing 	you next Tuesday, then. Goodbye Eric.Eric:	Hello Eric Carlin speaking.Claire:	Hello Eric. It’s Claire again. I’m calling 	about the meeting next weekend. I’m 	sorry, but Piet isn’t available at the time 	we arranged, he’s got another 	appointment. But he’s free later on. 	Would four o’ clock be alright for you?Eric: 	So that’s four o’clock ____ of two 	fifteen.Clair: 	Yes. Is that time ______for you?Eric: 	Yes that’s ______.Claire: 	Good. So we look forward to seeing 	you next Tuesday, then. Goodbye Eric.Eric:	Hello Eric Carlin speaking.Claire:	Hello Eric. It’s Claire again. I’m calling 	about the meeting next weekend. I’m 	sorry, but Piet isn’t available at the time 	we arranged, he’s got another 	appointment. But he’s free later on. 	Would four o’ clock be alright for you?Eric: 	So that’s four o’clock instead of two 	fifteen.Clair: 	Yes. Is that time ______for you?Eric: 	Yes that’s ______.Claire: 	Good. So we look forward to seeing 	you next Tuesday, then. Goodbye Eric.Eric:	Hello Eric Carlin speaking.Claire:	Hello Eric. It’s Claire again. I’m calling 	about the meeting next weekend. I’m 	sorry, but Piet isn’t available at the time 	we arranged, he’s got another 	appointment. But he’s free later on. 	Would four o’ clock be alright for you?Eric: 	So that’s four o’clock instead of two 	fifteen.Clair: 	Yes. Is that time convenient for you?Eric: 	Yes that’s ______.Claire: 	Good. So we look forward to seeing 	you next Tuesday, then. Goodbye Eric.Eric:	Hello Eric Carlin speaking.Claire:	Hello Eric. It’s Claire again. I’m calling 	about the meeting next weekend. I’m 	sorry, but Piet isn’t available at the time 	we arranged, he’s got another 	appointment. But he’s free later on. 	Would four o’ clock be alright for you?Eric: 	So that’s four o’clock instead of two 	fifteen.Clair: 	Yes. Is that time convenient for you?Eric: 	Yes that’s fine.Claire: 	Good. So we look forward to seeing 	you next Tuesday, then. Goodbye Eric.Plan your week. Include a one-day business trip, two meetings, a business lunch, and two other appointments. Phone two colleagues to make an appointment with them.SeptemberSeptember12 Monday15 Thursday13 Tuesday14 Friday14 Wednesday17 Saturday18 SundayPronunciationTuesday 3 March (the third of March)Saturday 12th AugustThursday 13th JulyMonday 16th AprilWednesday 14th FebruarySunday 26th SeptemberFriday 30th DecemberPronunciationSickSingSinkMousePassWorseThickThingThinkMouthPathWorthAnswering machinesHi You’ve reached ..I’m not here right now to take your call.I’m sorry I can’t take your call at the moment.If you’d like to leave a message, I’ll get back to you as soon as possible.Please leave your name, number, and a message, and I’ll call you back.Cell Phone EtiquetteText first - call later.Usually unwelcome in restaurants.Volume control – the TMI factor.Ringers and tones.Always check the person can speak freely.Never in the bathroom please.Automated systems and queuesMake sure you choose a good voice artist in all languages.Keep the menus simple and make an option that connects to an operator.Do not use pan flute or other such music for your hold sound. Giving the caller an idea how long they can expect to wait is helpful.