WorkCom Week 3
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The document provides guidance on communicating politely and effectively over the phone at work. It discusses listening to voicemails, asking for information in a polite way using direct and indirect questions, clarifying information by repeating it back, and sounding friendly through smiling, word choice, and tone of voice. Key strategies covered include using indirect yes/no questions, asking questions to clarify spelling or numbers, and rephrasing statements more politely. The goal is to provide concise yet essential information about workplace telephone communication skills.
WorkCom Week 3
- 2. Listen to a voicemail Ask for information Sound friendly AGENDA Clarify information
- 3. Listen to a voicemail Listening 1 Image Screenshot of Language Explorer, Act 7
- 4. Listen to a voicemail Some common, formal expressions are used in this voice message. Listen again and try to make notes. ..at your earliest convenience…. would be greatly appreciated…..
- 5. Now you want to call back You want to confirm the date. And you have some questions: •What to bring? •Who else will be attending the meeting? Try it right away!
- 6. 1. I am wondering if ... Ask for information Three ways to ask polite questions 3. Would you mind telling me about… 2. I'd like to know how…
- 7. Direct question Indirect question What should I bring to the meeting? Could you tell me what ….? Who else will be attending? Could you please tell me …?
- 8. Direct question Indirect question What should I bring to the meeting? Could you tell me what I should bring to the meeting? Who else will be attending? Could you please tell me who else will be at the meeting?
- 9. Direct yes/no question Indirect yes/no question (if) Should I bring something to the meeting? I am wondering if Is somebody else coming to the meeting? Could you tell me if
- 10. Direct yes/no question Indirect yes/no question (if) Should I bring something to the meeting? I am wondering if I should bring something else to the meeting. Is somebody else coming to the meeting? Could you tell me if somebody else is coming to the meeting.
- 11. Direct question Indirect question using a gerund What should I bring to the meeting? Would you mind telling me…? Who else will be attending? Would you mind telling me…?
- 12. Direct question Indirect question using a gerund What should I bring to the meeting? Would you mind telling me what I should bring to the meeting? Who else will be attending? Would you mind telling me who else will come to the meeting?
- 13. Listen to the recording: • What polite question did Sophia use? Ask for information Listening 2
- 14. You are an office administrator. Last week you ordered a new laptop. You want to call the computer company and ask them when it will be delivered. Ask for information Let’s practise
- 15. You have an important appointment tomorrow. Call your colleague and ask her if she can take over your shift. Ask for information Let’s practise
- 16. Clarify information Listen to the recording one more time: • What strategy is used by Sophia to make sure she understood everything? Clarify information
- 17. Clarify information Do you have any strategies you use when phoning somebody to make sure that you understood everything?
- 18. Let’s practise • Listen to the call. The information has mistakes. Listen and correct. Engineer Eskola Arrives on 13th July From Tampere on Flight AS 335 Plane lands at 3.15 Listening 3
- 19. • Listen to the call. The information has mistakes. Listen and correct. Engineer Eskola Arrives on 30th July From Tampere on Flight AF 335 Plane lands at 3.50
- 20. Six techniques to clarify information • Listen again and cross X the techniques the speaker uses. 1. Read the information back to the caller. 2. Say numbers in a different way. (fourteen or one – four) 3. Clarify spelling with words. (A as in Alpha) 4. Ask questions. 5. Send an email with the information to confirm. 6. Stress the important words.
- 21. 1. Read the information back to the caller. x 2. Say numbers in a different way. (fourteen or one – four) x 3. Clarify spelling with words. (A as in Alpha) x 4. Ask questions. x 5. Send an email with the information to confirm. 6. Stress the important words. x Six techniques to clarify information
- 22. Asking for repetition and clarification. Learner A • Call a colleague about a visit by a client next week. You want your colleague to meet the visitor at the airport. Give your colleague the following information: Learner B • Your colleague calls you about a visit by a client next week. • Write down the information about the client’s arrival. • Make sure you have all the information.
- 23. Asking for repetition and clarification. Learner A • Name • Flight number, • Airline • Arrival time • Just invent something! Learner B • Your colleague calls you about a visit by a client next week. • Write down the information about the client’s arrival. • Make sure you have all the information.
- 24. 1. Read the information back to the caller. 2. Say numbers in a different way. (fourteen or one – four) 3. Clarify spelling with words. (A as in Alpha) 4. Ask questions. 5. Send an email with the information to confirm. 6. Stress the important words. Make sure you use at least one of the following techniques:
- 25. Clarify information I didn't catch that. Could you repeat that, please? I missed that. Could you say it again, please? Asking for repetition. Do you know other ways to ask for repetition? Sorry, that was too fast for me. Would you mind repeating…
- 26. Clarify information I'm afraid I didn’t understand you. OK. Let me read that back to you. And did you say……. Let me just check if I got that. I think I have everything but let me just read it back to you. Asking for repetition. Do you know other ways to ask for repetition?
- 27. Asking for repetition and clarification. Learner A • Call a colleague about a meeting next week. • Give all the information: – Where? – When? – Who else will come. Learner B • Your colleague calls you about a meeting next week. • Write down the information about the meeting. • Make sure you have all the information. • Ask for clarification or repetition!
- 28. Clarify information International Spelling Alphabet Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliet Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whiskey X-ray Yankee Zulu
- 29. Asking for repetition and clarification. Learner A • Call a job applicant to schedule an interview. • Give all the information: – Where? – When? – What to bring. Learner B • You have recently sent out a job application for a position as a front desk agent at the Fairmont Hotel. • Now you get a call for an interview! • Ask who will be interviewing you. • Make sure you have all the information. • Ask for clarification or repetition!
- 30. Sound friendly Why is it important to smile? A smile makes your voice sound friendly and polite – even if the caller cannot see you! Sound friendly
- 31. Sound friendly Why is it important to smile? Listening Activity Listen to some expressions on the phone. Is the speaker smiling? Listening 4
- 32. Listen to some expressions on the phone. Is the speaker smiling? 1. 6. 2. 7. 3. 8. 4. 9. 5. 10.
- 33. Listen to some expressions on the phone. Is the speaker smiling? 1. 6. 2. 7. 3. 8. 4. 9. 5. 10.
- 34. You are a very friendly secretary! Read the following sentences and smile! 1. Good Afternoon. Stellar Corporation. How can I help you? 2. I’m sorry. She’s at a meeting with a client. Would you like to leave a message for her? 3. Certainly. Can I have your name please? 4. Does she have your number? 5. Alright, Mr. …... I’ll have her call you when she’s back in the office.
- 35. Sound friendly We can also sound more friendly and polite because of the words we use.
- 36. Rephrase the expressions to make them more friendly and polite. 1. What is your name? Sorry, could I have your name please? 2. Who do you want to speak to? 3. She’s in a meeting. 4. What’s it about? 5. Wait! I need to find a pen.
- 37. Rephrase the expressions to make them more friendly and polite. 1. What is your name? Sorry, could I have your name please? 2. Who do you want to speak to? Who would you like to speak to? 3. She’s in a meeting. 4. What’s it about? 5. Wait! I need to find a pen.
- 38. Rephrase the expressions to make them more friendly and polite. 1. What is your name? Sorry, could I have your name please? 2. Who do you want to speak to? Who would you like to speak to? 3. She’s in a meeting. I’m afraid she is in a meeting right now. She will be back in 30 minutes. 4. What’s it about? 5. Wait! I need to find a pen.
- 39. Rephrase the expressions to make them more friendly and polite. 1. What is your name? Sorry, could I have your name please? 2. Who do you want to speak to? Who would you like to speak to? 3. She’s in a meeting. I’m afraid she is in a meeting right now. She will be back in 30 minutes. 4. What’s it about? Can I ask why you are calling? 5. Wait! I need to find a pen.
- 40. Rephrase the expressions to make them more friendly and polite. 1. What is your name? Sorry, could I have your name please? 2. Who do you want to speak to? Who would you like to speak to? 3. She’s in a meeting. I’m afraid she is in a meeting right now. She will be back in 30 minutes. 4. What’s it about? Can I ask why you are calling? 5. Wait! I need to find a pen. Sorry! I’m just looking for a pen.
- 41. What did you learn today? Listen to a voicemail Ask for information Clarify information Sound friendly
- 42. • What were three main things I learned from this session? • What was new or surprising to me? • One thing I learned in this session that I may be able to use in future is... • I am still unsure about... • What I most liked about this session was... Review
- 43. Questions
- 44. Thank you for attending the class! Happy telephoning!
- 45. Links • Language Explorer • https://livelearn.ca/lessons/language-training/act-7/ • Formal and informal greetings • http://www.youtube.com/watch?v=bixg6QUNHDg • Quiz about indirect questions • http://esl.about.com/library/quiz/bl_indirect.htm • Expressing gratitude: • http://www.eslhelpdesk.com/Library/thankyouverymuch.htm