Unit three
On the phone
Objectives
Focus
Warming up
3.1 I would like to speak to…
3.2 Getting people to do things
3.3 Can I take a massage?
3.4 Planning and making calls
Sum-up
Assignment
Objectives
This unit deals with basic telephoning skills and
also receiving and noting down messages,
Students are given a chance to discuss and
develop their telephone techniques and practice
making different kinds of business calls,The
functions of requesting,offering help and asking
permission are also introduced and practiced in
this unit.
Focus
Getting in touch with someone on the phone
Requesting,offering help and asking
permission
Taking massages
Students look at the pictures and discuss the
questions:
What’s happening in each of the photos?
What do you enjoy about using the phone?
What do you dislike about making phone calls?
3.1 I would like to speak to…
A Discussing (a warm-up activity)
Further questions:
What are / would be the advantages and disadvantages of
videophones in business?
What about mobile phones,do you use one or know
someone who does?
What are the advantages and disadvantages of mobile
phones?
B Listening (two unsuccessful phone calls)
Listen to the recording
What was going wrong?
Why did problems and misunderstandings
occur?
Suggested answers:
Some of the problems in the second attempt were partly the
caller's own fault,(For example,she failed to double-check
times and dates and she spoke too fast--she's the
salesperson,so any misunderstandings are going to reflect
badly on her firm.) Most of the problems are due to people
talking too quickly,not listening to each other and not
checking back that they have understood or been understood
correctly.
suggest many other ways in which the calls
could be improved
Plan your call by making notes beforehand.
Talk slowly and clearly.
Listen carefully to what the other person says.
Note down important details (numbers,spellings,dates
and times,etc.)·
Check back that you have understood important details
correctly.
Follow up the call with a fax,e-mail or letter,confirming the
details.
Role-play the
conversation according to
the given flowchart
3.2 Getting people to do things
This section covers the functions of:
Requesting,and agreeing to or refusing
requests;
Offering,and accepting or rejecting offers;
Asking permission,and giving or refusing
permission.
A warming-up discussion
What are the people in the pictures might be saying?
`May 1 use your car?'
`Could you photocopy these for me?'
`Would you like me to help you?'
B Listening and speaking
Listen to the recording
Tick or cross the statements
Compare your answers
1,Terry only agrees to do the first two things.
2,Sally accepts all the offers of help except the last
two.
3,The host gives his permission for everything except
opening the window,smoking and sending a fax
(because the machine is out of order).
In this role-play,students will make four separate
phone calls,(File 3 and File 34),The massage
concerns packaging and printing for the first firm’s
products,There is a story line,each call leads on
to another and Euro print gets closer to delivering
the finished products to Utopia Products.
C
3.3 Can I take a massage?
A Listening
Listen to the recording
Read the message.
What information are missing?
B Message-taking practice
Listen to the calls and note down the message.
1.
3.4 Planning and making calls
A
We will heat eight people talking about their
preparation before making a phone call.
Do you agree with them?
B
Read this extract from a training
manual and then discuss the
questions below
C
Sit back-to-back
Role play the telephone the conversation
File 6,37,64
Sum-up
In this unit,we learnt:
How to make a smooth phone call
How to make request,offer help and
ask permission
Some methods of taking massage.
How to prepare a phone call
Assignment:
A role-play activity.
Practice about taking notes during
telephone conversations.
On the phone
Objectives
Focus
Warming up
3.1 I would like to speak to…
3.2 Getting people to do things
3.3 Can I take a massage?
3.4 Planning and making calls
Sum-up
Assignment
Objectives
This unit deals with basic telephoning skills and
also receiving and noting down messages,
Students are given a chance to discuss and
develop their telephone techniques and practice
making different kinds of business calls,The
functions of requesting,offering help and asking
permission are also introduced and practiced in
this unit.
Focus
Getting in touch with someone on the phone
Requesting,offering help and asking
permission
Taking massages
Students look at the pictures and discuss the
questions:
What’s happening in each of the photos?
What do you enjoy about using the phone?
What do you dislike about making phone calls?
3.1 I would like to speak to…
A Discussing (a warm-up activity)
Further questions:
What are / would be the advantages and disadvantages of
videophones in business?
What about mobile phones,do you use one or know
someone who does?
What are the advantages and disadvantages of mobile
phones?
B Listening (two unsuccessful phone calls)
Listen to the recording
What was going wrong?
Why did problems and misunderstandings
occur?
Suggested answers:
Some of the problems in the second attempt were partly the
caller's own fault,(For example,she failed to double-check
times and dates and she spoke too fast--she's the
salesperson,so any misunderstandings are going to reflect
badly on her firm.) Most of the problems are due to people
talking too quickly,not listening to each other and not
checking back that they have understood or been understood
correctly.
suggest many other ways in which the calls
could be improved
Plan your call by making notes beforehand.
Talk slowly and clearly.
Listen carefully to what the other person says.
Note down important details (numbers,spellings,dates
and times,etc.)·
Check back that you have understood important details
correctly.
Follow up the call with a fax,e-mail or letter,confirming the
details.
Role-play the
conversation according to
the given flowchart
3.2 Getting people to do things
This section covers the functions of:
Requesting,and agreeing to or refusing
requests;
Offering,and accepting or rejecting offers;
Asking permission,and giving or refusing
permission.
A warming-up discussion
What are the people in the pictures might be saying?
`May 1 use your car?'
`Could you photocopy these for me?'
`Would you like me to help you?'
B Listening and speaking
Listen to the recording
Tick or cross the statements
Compare your answers
1,Terry only agrees to do the first two things.
2,Sally accepts all the offers of help except the last
two.
3,The host gives his permission for everything except
opening the window,smoking and sending a fax
(because the machine is out of order).
In this role-play,students will make four separate
phone calls,(File 3 and File 34),The massage
concerns packaging and printing for the first firm’s
products,There is a story line,each call leads on
to another and Euro print gets closer to delivering
the finished products to Utopia Products.
C
3.3 Can I take a massage?
A Listening
Listen to the recording
Read the message.
What information are missing?
B Message-taking practice
Listen to the calls and note down the message.
1.
3.4 Planning and making calls
A
We will heat eight people talking about their
preparation before making a phone call.
Do you agree with them?
B
Read this extract from a training
manual and then discuss the
questions below
C
Sit back-to-back
Role play the telephone the conversation
File 6,37,64
Sum-up
In this unit,we learnt:
How to make a smooth phone call
How to make request,offer help and
ask permission
Some methods of taking massage.
How to prepare a phone call
Assignment:
A role-play activity.
Practice about taking notes during
telephone conversations.
