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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

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.
slide3
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?”
slide8
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”
slide10
 B1. Listen and decide whether the speakers are polite and helpful
  •  B2. Listen and repeat. Trying to copy the tones and pronunciation
slide11
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.)
slide15
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
slide18
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
slide19
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
slide23
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
slide24
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
slide28
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
slide32
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
slide33
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
slide37
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?
slide38
A1. Listen to Jack answering the phone. Guess what would he respond.
  • A2. Listen to Jenny answering the phone. Guess what would she respond.
slide39
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.