Module 2
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Module 2. Phone Calls. Module Contents. Unit 6. Hello, how may I help you? Unit 7. Hold on, I just need to make a note Unit 8. Is everything clear? Unit 9. I’m calling because… Unit k10. I’m terribly sorry. Time period: 6 hours

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Module 2

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Module 2

Module 2

Phone Calls


Module contents

Module Contents

  • Unit 6. Hello, how may I help you?

  • Unit 7. Hold on, I just need to make a note

  • Unit 8. Is everything clear?

  • Unit 9. I’m calling because…

  • Unit k10. I’m terribly sorry.


Module 2

  • Time period: 6 hours

  • Module focus: situations where business people have to deal with clients, associates and co-workers on the phone.


Unit 6

Unit 6

Hello, how may I help you?

  • Answering the phone

  • Making a good impression on the phone


Aims of this unit

Aims of this unit

  • To be more confident when answering phone

  • To improve their ability to make a good impression on the phone

  • To learn some useful words and expressions to use when answering the phone


A words expressions

AWords & Expressions

Frowning eye contact

  • Gestures hold the line

  • Be available be at one’s desk

  • Leave/give sb. a message

  • haven’t a clue

  • Cell phone/ mobile phone


A1 discussion

A1 Discussion

DOs & DON’Ts when answering the pone

  • “How to get / give a good impression while answering the phone?”


Module 2

A2

  •  Listen and discuss why the first caller gets a bad impression & why the second caller gets a better impression.


B listening

B Listening

  • . “It’s the tone of voice which makes a sentence sound polite”


Module 2

  •  B1. Listen and decide whether the speakers are polite and helpful

  •  B2. Listen and repeat. Trying to copy the tones and pronunciation


Module 2

C

  • C1. Listen and repeat. Practice saying the phrases

     C2. Role-playing

  • File 7 on p.120 -- File 38 on p.132


Unit 7

Unit 7

Hold on, I just need to make a note

  • Understanding numbers and details

  • Making notes

  • Checking your notes


Aims of this unit1

Aims of this unit

  • Develop skills in understanding detailed information & numbers over phone

  • Practice making notes and checking notes

  • Learn some useful phrases to use when asking to repeat information


Words expressions

Words & Expressions

  • To catch:

  • * sorry, I didn’t quite catch what you said.

  • Postcode / zip code (USA)

  • To confirm (by e-mail)

  • Percentage,

  • non-smoking room

  • To phone sb. on (phone no.)


Module 2

A

  • Discussions

  •  A1&2. Why do we need to take notes during a phone call?

  •  A3. What kinds of information do we need to note down?


B listening1

B Listening

  •  B1. Listen to the recordings, pause after each & note down the missing information from the notes.

  •  B2. Listen again & check answers


Answers

Answers

  • First note: 456 – Mon – 501

  • Second note: 12:30 -- 301 – Hilton –

  • Saturday May 6 -- @rainbow.com.hk


Module 2

C

  • Practices

  •  C1. Listen and repeat (try to copy the tone of voice & the pronunciation)

  •  C2. Writing down (or invent) your own information: name, company name and time when you want to be called back)

  • C3. Make a conversation according to the tips given


Module 2

D

  • Role-playing

  • File 9 on p.121 --- File 40 on p. 133


Unit 8

Unit 8

Is everything clear?

  • Taking long messages Leaving messages


Aims of this unit2

Aims of this unit

  • To develop ability to take longer messages

  • To learn to rewrite notes as messages to be left for another person

  • To learn some useful words & expressions


Words expressions1

Words & Expressions

  • Abbreviation 缩写

  • regarding 关于 relevant 与。。。有关

  • Schedule日程安排 reschedule 重新安排

  • Postponed 推迟 voice-mail 留言

  • A dozen 一打 canteen 餐厅

  • Pick up (sb) 接(某人) catalogue 价目表

  • Checklist(供查对之)清单

  • legible 可辨认的, 可读的


Module 2

A

  • A1.

  •  Listen to the recording and try to take notes

  •  compare your note with the ones in book. Find out the mistakes in them.

  •  Listen again and check

  • A2. Discussion about abbreviations


Module 2

B

  • Suggested answers:

  • Pls send price list – by e-mail is fine.

  • meet me at station – train arrives 9:30

  • book hotel room Sun-Wed. Grand if poss.

  • FYI: price of hotel room incl. breakfast.

  • please fax copy of contract asap.

  • + Please send info on Feb meeting.

  • Phone: 555 8899 – ext 990.


C 1 2

C 1&2

  •  Listen to the phone calls and complete the notes.

  •  Compare your notes. Listen again and check the answers.


Answers for 1

Answers for 1

  • - visit to Berlin tomorrow

  • - pick up from hotel @ 7 am

  • - 1st appointment: 8:30

  • - 2nd appointment: 9:15

  • - ( bring 20 catalogues)

  • - rest of morning: no change

  • - Frau Dr Schmidt

  • - P.M. visit factory + warehouse

  • - taxi to airport at 16:00

  • - any problems call Max on his cell phone ( 01878931291)


Answers for 2

Answers for 2

  • - Got message about changes to Berlin schedule

  • - problem: flight to Berlin cancelled

  • - now arriving 10 am tomorrow

  • - rearrange 1st +2nd appointments for afternoon

  • - before or after factory visit

  • - return flight 20:45, so plenty of time

  • - call her on 0044 1222 76198

  • - 1 to confirm you have this message

  • - 2 to confirm new arrangements made


Module 2

D

  • D1. Listen and repeat

  • D2. Role-play

  • File 10 on p. 121 --- File 41 on p. 133.


Unit 9

Unit 9

I’m calling because…

Preparing to make a phone call

Making different kinds of calls


Aims of this unit3

Aims of this unit

  • To improve skills in initiating phone calls

  • To develop ability to prepare for a call

  • To practice making phone calls

  • To learn some useful words and expressions


Words expressions2

Words & Expressions

  • At an inconvenient time

  • To clear up misunderstandings

  • Dictating information

  • To hold the line

  • Notepad feedback

  • On screen

  • Time-consuming


Module 2

A

  • A1. Listening and discussion: Has Alan prepared well before calling?

  • A2&3 HW: match the advice and reasons listed, then react on the situations

  • A4. Listen and repeat


Module 2

B

  • B1. Listen to the two clips of phone calls and do the excise

  • B2. Role-play

  • File 11 on p.122 --- File 42 on p. 134 --- File 63 on p. 142.


Unit 10

Unit 10

I’m terribly sorry….

Dealing with problems on the phone


Aims of this unit4

Aims of this unit

  • To improve ability to deal with problems over the phone

  • To learn some useful phrases to use when dealing with problems, including complaints and mix-ups.


Words expressions3

Words & Expressions

  • A bad connection / a bad line

  • A bug

  • Compile v. 编辑

  • Crash v. break down, fail

  • the line was busy

  • A firm date

  • Undeliverable


Module 2

A

  •  A3. Discussions:

  • When do people need to apologize in business?

  • Do you try to avoid saying sorry to people, or do you admit your mistakes?

  • What was one of the most difficult apologies you’ve had to make?


Module 2

  • A1. Listen to Jack answering the phone. Guess what would he respond.

  • A2. Listen to Jenny answering the phone. Guess what would she respond.


Module 2

B

  • B1. Listen to the phrases and practice saying them. The phrases will be useful on B2 & B3.

  • B2. Zig-zag conversation. Take turns to play the role in the phone conversation.

  • B3. Role-play

  • File 16 on p.124 --- File 47 on p.136.


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