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Objective

Competency – 8 Communicates clearly, fluently and concisely Competency Level 8.17 Engages in telephone conversations. Objective. You will be able to demonstrate a better ability in communication using English as a second language.

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Objective

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  1. Competency – 8Communicates clearly, fluently and conciselyCompetency Level 8.17Engages in telephone conversations

  2. Objective • You will be able to demonstrate a better ability in communication using English as a second language.

  3. We have already learnt about telephone conversations and have listened to a few conversations Now let us create our own conversations.

  4. First of all, let us recap the important areas of a telephone conversation.

  5. Following are the areas to remember when you are calling a person. Greeting. Request to speak to the person you are looking for. Leave a message if the person is not available. End the conversation.

  6. When you are calling a person. Greeting. Explain the purpose of your call. Request for information you require. End the conversation.

  7. Let’s look at an example Your favourite football team is playing the next match in your town. Call the town council to reserve tickets to the match.

  8. Secretary: Good morning, this is the town council. How may I help you? • Shehan: Good morning. My name is Shehan. I heard that the “Blue Dragons” are playing there next match in our town. Is this true?

  9. Secretary: That’s true. They are playing against the “Black Thunders” on July 15th. • Shehan: On the July 15th? What time does the match start?

  10. Secretary: It will be starting at 8.30 am. • Shehan: Thank you. Are the tickets available for the match? Secretary: Yes, they are. • Shehan: Can you tell me the prizes of the tickets?

  11. Secretary: Tickets are available at rupees 150, 200 and 250. Also there are limited number of VIP tickets available for 350 rupees. • Shehan: Can I reserve tickets over the phone?

  12. Secretary: Yes, you can. Also you can reserve tickets by logging into our website, www.towncouncil.lk • Shehan: Thank you very much. If I reserve the tickets now, when do I have to pay for them?

  13. Secretary: If you reserve the tickets through our website, you can pay through your credit card and collect the tickets on the day of the match. • Shehan: How if I reserve the tickets by phone?

  14. Secretary: Then you can pay by cash or card. However, you will have to collect the tickets within twenty four hours. • Shehan: Is that so? That’s fine. I can collect them tomorrow morning. Can you reserve four VIP tickets under my name, please?

  15. Secretary: Certainly. Can you spell you name please? • Shehan: My name is Shehan De Silva. • S-H-E-H-A-N D-E S-I-L-V-A.

  16. Secretary: Four VIP tickets reserve under Shehan De Silva. Please collect your tickets before 10 am tomorrow. Also don’t forget to bring your national identity card when you are coming.

  17. Secretary: Is there anything else I can help you with? • Shehan: Thank you again. • Shehan: That would be all. Secretary: Thank you for calling the Town Council. Have a pleasant day. • Shehan: Bye.

  18. Activity 1 – Create an appropriate dialogue for the given situation. 01. Call the Education Ministry and request to speak to the secretary 02. Request for the balance in your bank account

  19. 03. Inform the caller that Mr. Perera is at a meeting 04. Leave a message to Mrs. Priyanthi informing her that you would not be able to attend the class today. 05. Ending a conversation

  20. Answers 01. Call the Education ministry and request to speak to the secretary Receptionist: Good morning, Education Ministry. How may I help you? Nimali: Good morning, Can I speak to the secretary, please?

  21. Answers 02. Request for the balance in your bank account Charles: Could you please tell me the balance of my savings account? Bank Assistant: Sure. Can I have your account number please?

  22. 03. Inform the caller that Mr. Perera is at a meeting Sumudu: Can I speak to Mr. Perera, please? Secretary: Mr. Perera is at a meeting right now. Can I take a message?

  23. 04. Leave a message to Mrs. Priyanthi informing her that you would not be able to attend the class today. Kanishka: Can you please inform Mrs. Priyanthi that I will not be able to attend her calls today? Assistant: Certainly. Can you spell your name please?

  24. 05. Ending a conversation Shopkeeper: Thank you for calling “Happy Balloons”. Have a pleasant day. Pushpa: Thank you. Bye

  25. While reading through the Sunday news paper, you (Sanduni) see that Star Designs, a leading Graphic designing company in the country is hiring trainee designers. You have been waiting for an opportunity to work with them.

  26. Call Mr. Kumar, the HR manager of Star Designs to;a) understand more about the job.b) get to know how to apply for the position

  27. The paper advertisement says that you should call Star Designs between 10 am to 11 am. Receptionist: Good morning, Star Designs. Sanduni: Good morning. Can I speak to Mr. Kumar please?

  28. The receptionist requires to call the HR department to check whether Mr. Kumar is available. Receptionist: Can I put you on hold till I check whether he is available. Sanduni: Yes, please.

  29. Mr. Kumar is available to speak to you Receptionist: Mr. Kumar is in his office. I will transfer your call to him Sanduni: Thank you very much.

  30. Once Mr. Kumar answers the phone, you will have to introduce yourself and tell him the purpose of the call. Mr. Kumar: Good morning, HR department. This is Kumar speaking. Sanduni: Good morning Mr. Kumar. This is Sanduni.

  31. Sanduni: I’m calling with regards to the vacancy of the trainee position advertised in the Sunday news paper. Could you please tell me more about this job role?

  32. Mr. Kumar: Of course. As you know, we are recruiting for the role of trainee graphic designer. In this role you would be working as an assistant to some of the most famous designers in the country.

  33. Now that is really good news. Let’s see what are the qualifications they are looking for.

  34. Sanduni: This is so exciting. What are the qualifications you are looking for? Mr. Kumar: To apply for this position, you need to have a diploma in graphic designing.

  35. More good news. You just finished your Diploma in graphic designing.

  36. Sanduni: I’ve just completed my diploma. Is this a permanent job? Mr. Kumar: It is. However, you will be under probation for six months

  37. That’s fine. Now to know how to apply for the job.

  38. Sanduni: Thank you very much for the information Mr. Kumar. How can I apply for this job? Mr. Kumar: If you give me your name and the phone number, we will set up a date for the interview.

  39. Sanduni: My name is Sanduni Fernando. Mr. Kumar: Can you spell that for me, please? Sanduni: That is S-A-N-D-U-N-I F-E-R-N-A-N-D-O.

  40. Mr. Kumar: And your phone number is? Sanduni: It’s 073-524 3423 Mr. Kumar: Let me repeat, it’s 073-524 3423 Sanduni: That’s correct

  41. Mr. Kumar: Thank you for the information Sanduni. I’ll arrange the interview and give you a call. Sanduni: Thank you Mr. Kumar

  42. Mr. Kumar: Is there anything I can help you with? Sanduni: That would be all. Mr. Kumar: Thank you for calling us. Have a nice day Sanduni: Bye

  43. That went well. Let’s wait for them to call us.

  44. Activity 2 – Listen to the conversation and mark the given statements true or false. 01. Sanduni is calling Star designs regarding a Job advertisement. (…………..) 02. Mr. Kumar is working in the finance department (………………)

  45. 03. Sanduni did not pass her diploma. (…………..) 04. There is a six months probation period(………………) 05. Mr. Kumar will arrange an interview for Sanduni (………………)

  46. Activity 2 – Answers 01. Sanduni is calling Star designs regarding a Job advertisement. (…………..) True 02. Mr. Kumar is working in the finance department (………………) False

  47. 03. Sanduni did not pass her diploma. (…………..) False 04. There is a six months probation period(………………) True 05. Mr. Kumar will arrange an interview for Sanduni (………………) True

  48. Let’s look at some of the phrases we use when we are making a formal telephone conversation.

  49. When we are making a call. Greet the person in the other side using appropriate comments, such as; Good morning Good afternoon Start designs, Camilla speaking

  50. Request to speak to the person you are looking for. This is Sophia speaking, can I speak to Mr. Alex please? Hi, is Mr. Perera available? I’m calling with regards to the paper advertisement

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