Wednesday, January 5, 2011

Receiving telephone calls - how to face difficulties in telephone conversation

Task 1: Fill in the blanks in the following dialogue:

Caller : Hello! Is it ........... ?
Receiver : No, I’m his brother Gopu. My brother has gone
out.
Caller : This is ........... his friend. Do you know where he has
gone?
Receiver : I’m sorry, I don’t know! But he’ll be back by lunch
time I’m sure. Could you .............. or would you like
to .....................
Caller : I’d prefer leaving a message. He is to report at the
NCC room in College at 5.30 am tomorrow in full
uniform for a special parade. If he needs any
clarification ask him to call me up at phone number
28340068 after 3 pm OK?
Receiver : I’ll ............................................................
Caller : .................................................................

Task 2:Choose the phrases from the list given below which would
associate with each of the following:

1. All I hear is a long and short beep on the other side.
2. No, this is not 23614088; this is 23614080.
3. Please leave your number, I’ll ask him to call you back.
4. One moment please, kindly hold on.
5. Yes, I’ll tell him that ... yes, OK... sure !
transferring call a wrong number call
line engaged message taken
person not available calling the person to the phone

Task 3: List the difficulties you have faced in receiving or making
calls, other than those mentioned earlier.

Task 4:
a) What in your opinion are the differences between
land-line calls and cell phone calls?
b) What are the advantages and disadvantages of each?
c) Is landline telephone etiquette sufficient for cell phone
users?
Discuss and debate on the above in the class.

Task 5:What would you say in the following circumstances?

a) You telephone your doctor to fix an appointment.
b) You telephone to say that you will be late home because
it is raining.
c) You have rung up a hotel to book a room. The hotel
operator has just said, “Hotel Savera, Good morning”.

Task 6:Conduct mock telephone conversations between:

a) yourself and a friend who wants you to go for movies
with him/her
b) yourself and a partly deaf old gentleman who keeps getting
your number by mistake
c) a shop-keeper and a customer

1 comment:

Morgan said...

I've worked in the call center industry for about 3 years now. Must I say, you'll always get to talk to an unruly and rude customer. Yet, you still have to give it your best.

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