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1/12

(2ndYear Engineering)

EfectiveCommunication

Telephone Conversation

Telephone Conversation Page 0


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Do you have any idea about handling a phone call in the right way? Having knowledge of

making and receiving a phone call as well as handling telephone messages will surely be beneficial

for you. Learn how to do those very well in this unit

Task 1

In small groups, answer the following questions.

1. Have you ever made a phone call?

2. hat do you say first?

!. Have you ever received a call?

". hat do you ask the caller?

#. hat do you say if the caller wants to speak to

your father but he is not at home?

$. hat do you say when you want the caller to leave a message?

Example of phone Conversation

%peaker 1 & hi 'osi, how is going on?

%peaker 2 & Hey man(cool. you?

%peaker 1 & good). hat about your father?

%peaker 2 & he*s working now)something to tell*im?

%peaker 1 & yes, if he can call me back please.

%peaker 2 & sure(. +*ll tell*im.

%peaker 1 & thanks 'osi. ake care(

%peaker 2 & no problem, you too(

%peaker 1 & bye(

%peaker 2 & bye(

Words:

ell*im- tell him

+*ll- + will

Task 2

'D% /0+3%

call (kkt)

cold (ks)

engaged (ks)

later (ks)

message (kb)

.............

.............

.............

.............

.............

Stud the expressions !elow.

Do you still remember:



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how the secretary greets the caller?

what the caller says to inform his4her purpose?

what the secretary says to inform that the one the caller wants to speak to is

not in?

Here are words and e5pressions usually used in formal telephoning.

To make a call

3reetings 63ood morning4afternoon4evening7.

/ay + speak to ), please?

+*m )6your name7 from )6your company*s name7

+*m calling about )6your purpose7

8ould you put me through to /r4/rs)?

8ould + leave a message?

8ould you take my message for /r4/rs)?

To receive a call

3reetings 63ood

morning4afternoon4evening79 name of

your company.

8an + help you?

ho*s calling, please? /ay + have your name, please?

Hold on, please.

+*m sorry. he line is engaged.

+*ll put you through to /r4/rs..

Do you want to hold on, or call again

later?

/ay + help you?

ho*s speaking , please?

8ould + have your number?

:ust a moment please.

%orry, %ir4/a*am. he line is busy.

Vocabulary

mouthpiece (kb) & bagian telepon yang diletakkan di dekat mulut

receiver (kb)& bagian telepon yang diletakkan di dekat telinga

typewriter (kb)& mesin ketik

Task 8

In pairs" stud the following dialogue and answer the questions. Then" a#t it



4/12

out with our partner.

Secretary : Good morning. Gama Corporation. Can I elp you!

Caller : Good morning. "ay I speak to "r #arur $ssega%& please!

Secretary : 'o(s speaking& please!

Caller : Tis is $pryan Siregar o% )orasindo *il Company.

Secretary : I beg your pardon& Sir.Could you spell your %irst name& please!

Caller : $l%a+,apa+-omeo+ankee+$l%a+/ovember. Tat(s $,-$/.

Secretary : Tank you& "r $pryan Siregar. 0ust a moment& please.

Caller : $ll rigt.

Secretary : I(m sorry& Sir. "r $ssega% is in a meeting it te 2oard no.

Caller : Tat(s *34 )e is te )eadboard. Can I leave a message!

Secretary : 'it pleasure& Sir.

Caller : ,lease tell im to call me back at 1 p.m. today.

Secretary : -igt& Sir. Could I ave your pone number& please!

Caller : Sure. 567+81+91+99;6. )ave you got tat!

Secretary : es& Sir. 567+81+91+99;6. $nyting else& Sir!

Caller : Is "r -amat& is assistant& in!

Secretary : I(m sorry& Sir. )e is attending a seminar in *gan )otel.Could I take

your message& Sir!

Caller : uestions. /umber one as been done as an e?ample.

1. ho is the caller? 6he caller is /r pryan %iregar.7

2. hom does he want to speak to?

!. hat does the secretary say to know who is calling?

". hat does she say to clarify the caller*s name?

#. How does the caller spell his name?

$. hat does he say when he wants to leave a message?

;. hat does the caller want /r ssegaf to do?


5/12

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

aken by @@@@@@@@@@

Task %

&earrange the senten#es !elow to make a good #onversation. Then" a#t it out

with our partner.

$ 2

1. ho*s calling, please?

2. Hold on, please. +*ll see if he*s in

his room.

!. +*m sorry, %ir. /r ebryan is in a

meeting with the Bice Director. +*m

afraid, + can*t put you through.

". 'ight, %ir. +*ll give your message to

him.

#. 3ood morning. 8endana 8ompany.

8an + help you?

$. ith pleasure, %ir. /ay + have your number, please?

a. Ces, please.

b. aar Harun of usantara 8ompany.

c. ell, it*s alright. 8ould you tell him

that +

want him to contact me as soon as

possible?

d. 3ood /orning. 8ould you put me

through to /r ri ebryan?

e. hank you for helping. 3oodbye.

f. %ure. 9$2 E >!1 E !"# E $;


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Task 1

'ake #alls using the information provided. Take turns with our partner to

pla (erson ) or *. (la one of the situations in front of the #lass. 1. & 8all 3ama echno. Cou need to speak to /r aruto 'aFimoto. +f he is not there, leave a

message. Gse your own name and number.

& Cou work for 3ama echno. /r 'aFimoto*s line is engaged at the moment. sk the caller

to hold on or call again later. ffer the caller to leave a message. ake the caller*s name and

phone number.

2. & 8all ncient 3allery. Cou need to speak to the /arketing /anager. +f she4he is notthere,

leave a message that your company wants the price list and the latest catalogue of ncient

3allery.

& Cou work for the ncient 3allery. sk the caller to wait. Cou need to check if your

/anager is available. hen, you find out that he has ust gone out of the office. ffer the

caller to leave a message. ell the caller that you will give his4her message.

Task ++

,ow" !ased on our friends- dialogue" write down the messages on the notes

!elow.

Telepone "essage

rom & @@@@@@@ Day4Date & @@@@@@

o & @@@@@@@ ime & @@@@@@

/essage&



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@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

aken by

3ey ,oints

1. )o to make a call

3reetings 63ood

morning4afternoon4evening7.

+*m )6your name7 from )6your

company*s name7 /ay + speak to ), please? +*m calling about )6your purpose7

7. )o to receive a call

3reetings 63ood morning4afternoon4evening7 9 name of your

company.

/ay + help you? 8an + help you?

ho*s speaking, please? ho*s calling, please?

@. )o to spell letters in te aviation alpabet

$ $l%a

2 2ravo

C Carlie

D Delta

<


8/12

F. $dvisability: should" ought to" had !etter

Should - ought to

Had better is stronger and more common in speaking than

writing.

6. $sking %or and giving advice

$sking %or advice What should I ?

What would you advise me to do?

Can/ould you give me some advie on/about).


9/12

Here is some advice we may try to overcome such a problem.

irst, we should never ask Iuestions like Jhat*s new?K hey give the

impression that we have time to chat. fter JHello,K we ought to get right to

the significant part of the call. e should offer brief responses without

prodding for further information. hen, we should time our call intelligently. +t is important to set a time limit. %tart

with, JHi, +*ve only got a few minutes, but + wanted to talk to you about)K or J%orry, +*d love to talk

more, but +

only have a couple of minutes before + have to run errands.K

urther, as soon as we finish conducting business, interrupt when the caller pauses E or

in midAsentence if necessary E and indicate we have another call coming in which we need to take.

hen, offer a pleasantry saying, Jhanks for sharing the information with meKM J+ appreciate

your

letting me knowKM J+t has been great talking with youK.

therwise, we might offer another means of communication for a future contact, such as J+f there*s something else you need,

please call my secretary4fa5 me a note4send me an email.K he caller

will feel he is wellAinformed about our preferred communication

method, leaving us to respond at our leisure. inally, end the

conversation. However, it is going to be a wise alternative to use an

answering machine or a voicemail bo5 to screen the calls rather than

avoid the phone completely.

Task 1F

$nser te %olloing >uestions. *ne as been done as an e?ample.

1. ased on the article, what is the first thing we do to keep the conversation short on the

phone? irst, we should never ask Iuestions like Jhat*s new?K

2. hy should we never ask Iuestions like Jhat*s new?K

!. hat is the better thing to do after saying JHelloK?

". hy do we have to set a time limit?

#. /ention some e5pressions in the article that indicate a time limit.

$. hen may we interrupt the callers* talk? ;. hat does the writer mean by Ja longAwinded talkerK?

. hat advice do you find in the article?

DID * 3/*' TI,S */ "$3I/G C$AAS!

Ces, + have. + was sick of

it. hen, + made the call



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shorter. + said J%orry, +

have to take another call

coming. %ee you( J

hat are they

talking about?

Have you ever been called

by a longAwinded talker?

T


11/12

Task 71

et-s pla the SS' /Sending Short 'essage0 1ame.

Write messages to our #lassmates using textmessaging sm!ols. Take

turns with our #lassmates to tr to read the messages. Tell the messages to

the #lass. Who gets most messages3

o & @@@@@@@@@@@@@@@@@@@@@@

rom & @@@@@@@@@@@@@@@@@@@@@@

/essage&

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

task 77

'at#h the words and expressions in #olumn ) with their similar meanings in

#olumn *.

$ 2

1. he line is busy.

2. ould you hold, please?

!. +*ll put you through.

". code.

#. n e5tension number.

$. ho*s calling, please? ;. Hold on, please.

. nything else, %ir?

a. +*ll connect you.

b. he line is engaged.

c. ne moment, please.

d. n office number.

e. 8ould + have your name, please?

f. +*m ready. g. country or area number.

h. +s that all, %ir?

i. 8ould you wait, please?

. nna urns* speaking.



12/12

Task 24

Suppose ou are on the phone. What do ou sa in these situations3

1. Cou want to know who the caller is.

Cou say, Jho*s speaking, please?K 2. Cou want the caller to know that you are ready to help.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

!. Cou want the caller to wait for a minute.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

". Cou want to get the caller*s number.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

#. he caller wants to speak to your manager but he is not in.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

$. Cou want the caller to leave a message.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

;. Cou want to start a short conversation on the phone.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

. Cou want to end the phone call.

The name o members group III

1. Rismawati Rante Salu (212 112 094)

2. Weri Karaeng Sembe (213 112 204)

3. Peradika Sarambu (213 112 191)

4. lia Karaeng (212 112 132)

!. Serl" #angke $angi (212 112 13%)&. #ini P'ngtengk' (212 112 1&)

%. Pebi $ingga (212 112 02)

. ka erianti (213 112 1&3)

9. Windia $imbu *endila (212 112 1%3)

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