Telephonic Conversation

TELEPHONIC CONVERSATION

Today, telephonic conversation plays a vital role in official communication. Using the telephone, especially in formal contexts, requires certain basic norms to be followed. Any conversation will begin with an opening greeting and introduction, then progress with the actual message or the purpose of the conversation and end with a rounding off and a closing greeting. Most phone calls have the following stages:

Telephone Etiquette

Do's and Don'ts in handling calls when you receive a call.

DO's

1. Identify yourself and your department, if it is an in-house call calling, please?')

2. Tell your name and the name of the company if it is outside call. ('Hello, customer care'. 'Good morning, Perfect solutions, Janet here.')

3. Answer the phone with some warmth, as the person cannot see the facial expressions. Have a pleasing tone.

4. Use polite expressions such as 'please' and 'thank you.'

DON'TS

1. Avoid impolite expressions (e.g. 'who are you?' instead, 'May I know who's this)

2. Don't put a person on hold without getting his permission. an ("Would you mind holding for a minute, please?')

3. Don't use 'what?' if you want the person to repeat. (Instead: 'Pardon? Sorry?' 'Would you mind repeating?')

TASK

I. Identify the stage in the process of making a call in the following expressions:

1. Could you give this message to Mr. Ben Johnson?

_______ _________ ________ _____ ______

2. I look forward to meeting you.

_______ _________ ________ _____ ______

3. Hello, Luxury Travels. How may I help you?

_______ _________ ________ _____ ______

4. Many thanks for fixing the appointment.

_______ _________ ________ _____ ______

5. How are you?

_______ _________ ________ _____ ______

6. I'll see you then, Bye.

_______ _________ ________ _____ ______

7. Well, I'm phoning about the order we have placed.

_______ _________ ________ _____ ______

8. Could I speak to Ms. Kate Anderson?

_______ _________ ________ _____ ______

9. Could you ask her to contact me when she comes?

_______ _________ ________ _____ ______

10. Thank you. I'll be in touch again by this week end.

_______ _________ ________ _____ ______

II. Choose the suitable responses to the above phrases. Use a response only once.

a. Good Bye.

b. Fine, thanks.

c. Hello, Is Mr.Robert there, please?

d. Just a minute. I'll put you through to the Despatch Department.

e. You're welcome. I'm glad we would do it for you.

f. Oh! sure. I'll give him the message.

g. I'm sorry. She's not in.

h. definitely.

i. Thank you for calling.

j. Me too.