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    Communicating in Business

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    DrEi Shwesin Htun
    Here are the matched responses: 1. How can I assist you today? - a. Please tell her it’s urgent and to call me back ASAP. 2. I apologize , but could you spell your name for me? - d. Sure. It’s Hong. That’s H-O-N-G. 3. Could I have your contact information? - c. Yes, I’ll send it to you via email. 4. Would you like me to deliver a message to her on your behalf? - a. Please tell her it’s urgent and to call me back ASAP. 5. Could you hold while I see if he’s available? - e.

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    Communicating in Business

    Uploaded by

    DrEi Shwesin Htun
    33 views9 pages
    Here are the matched responses: 1. How can I assist you today? - a. Please tell her it’s urgent and to call me back ASAP. 2. I apologize , but could you spell your name for me? - d. Sure. It’s Hong. That’s H-O-N-G. 3. Could I have your contact information? - c. Yes, I’ll send it to you via email. 4. Would you like me to deliver a message to her on your behalf? - a. Please tell her it’s urgent and to call me back ASAP. 5. Could you hold while I see if he’s available? - e.

    Original Title

    Communicating in business (1)

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    Here are the matched responses: 1. How can I assist you today? - a. Please tell her it’s urgent and to call me back ASAP. 2. I apologize , but could you spell your name for me? - d. Sure. It’s Hong. That’s H-O-N-G. 3. Could I have your contact information? - c. Yes, I’ll send it to you via email. 4. Would you like me to deliver a message to her on your behalf? - a. Please tell her it’s urgent and to call me back ASAP. 5. Could you hold while I see if he’s available? - e.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    33 views9 pages

    Communicating in Business

    Uploaded by

    DrEi Shwesin Htun
    Here are the matched responses: 1. How can I assist you today? - a. Please tell her it’s urgent and to call me back ASAP. 2. I apologize , but could you spell your name for me? - d. Sure. It’s Hong. That’s H-O-N-G. 3. Could I have your contact information? - c. Yes, I’ll send it to you via email. 4. Would you like me to deliver a message to her on your behalf? - a. Please tell her it’s urgent and to call me back ASAP. 5. Could you hold while I see if he’s available? - e.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 9

    EFFECTIVE BUSINESS COMMUNICATION

    GETTING THROUGH

    Warm-up
    1. What is a polite way to answer the phone at work when you don’t know who is
    calling?
    2. How do you politely introduce yourself on a work call when a stranger
    answers?
    3. What are some other good habits when on a work-related call with an
    unfamiliar person?
    Learning objectives
     To learn vocabulary for directing phone calls

     To understand a range of phrases for transferring calls

     To practice phrasal verbs related to calls at work


    TRANSFERRING CALLS - A PROCESS

    Greet and identify your company/ department Connection


     Please hold while I get confirmation on that for
    Good morning. Lake Technology.
    you.
    I’m a customer service  One moment, please, while I try to reach him/
    representative, and my name is her.
    Jessica. Apologies and no connections
     I am sorry, but I am afraid…
    Ask about the purpose
    How can I assist you? He/ she is out sick today.
    He/ she is out on business.
    What is your call in regard to ?  Could I take down and deliver a message for
    Identify the caller and confirm their you?
    information  Sorry, could you say that once more a bit more

    I apologize ,but could you spell your slowly?


    Make the connection
    name for me?  Please hold while I transfer your call.
    Thank you. And could I have your  One moment, please, while I connect you.
    phone number in case we get
    disconnected?
    Verb Record Assist Connect End

    Phrasal Verb Take down Help out Get/ put Hang up


    through

    USE VERBS IN A MORE SERIOUS, FORMAL SITUATION, AND


    PHRASAL VERBS WHEN YOU WANT TO CREATE A MORE
    FRIENDLY, SLIGHTLY LESS SERIOUS ATMOSPHERE.
    VOCABULARY
    Nouns Verbs Adjectives Adverbs
    behalf apologize afraid slowly
    confirmation assist automated
    customer connect out
    menu deliver urgent
    representative hang up
    hold
    reach
    regard
    take down
    transfer
    FILL IN THE BLANKS. LISTEN AND CHECK. TRACK 1-03
    behalf assist representative take down
    Jessica: Good morning. Lake Technology. I’m a customer service _______, and my
    name is Jessica. How may I assist you today?
    Calvin: Hello, Jessica. My name is Calvin. I’m calling on ______ of Future Capital. Our
    company is looking to set up a new software security system.
    Jessica: Hello, Calvin. We can certainly help you with that. I’ll need to transfer you to Mr.
    Barratt. Who is in charge of B2B sales. He can further ______ you with your
    needs. Could you hold while I see if he is available?
    Calvin: Yes.
    Jessica: Thank you. One moment, please. Hello, Calvin. I do apologize, but It seems that
    Mr.Barratt is out on vacation until next week. Could we ______ your contact
    information and deliver a message for Mr. Barrett to contact you as soon as he
    returns?
    Calvin: Sure. That would be great!
    Jessica: Thank you. We have an automated system for that. I will transfer you, and you can
    use the menu to leave a message and enter your contact information for Mr.
    Barratt.
    Calvin: Thank you!
    COMPLETE EACH DEFINITION WITH A WORD
    FROM THE VOCABULARY LIST.
    1. When you are sorry about something, you can ________.
    2. When you are finished with a phone call, you _______.
    3. Before transferring you to an actual person, many companies
    have an ________ system.
    4. If something needs to be done right away, then it is _______.
    5.If someone is not available to take a call, you can say they are
    _______.
    MATCH EACH QUESTION WITH THE CORRECT RESPONSE.

     1. How can I assist you today?  a. Please tell her it’s urgent
     2. I apologize , but could you spell and to call me back ASAP.
    your name for me?  b. I’m trying to reach
     3. Could I have your contact
    Mr.Barratt.
    information?  c. Yes, I’ll send it to you via
     4. Would you like me to deliver a
    email.
    message to her on your behalf?
     d. Sure. It’s Hong. That’s H-O-
     5. Could you hold while I see if
    he’s available? N-G.
     e. Absolutely.

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