Teaching and learning basic telephone skills

1. LESSON 1:
TELEPHONE SKILLS AND MESSAGES
PREPARED BY :

2. PHONE CALLS
• How do you usually handle
calls at your workplace?
• What is the usual dialogue that
you have when you pick up the
phone?

3. TELEPHONE SKILLS AND
MESSAGES
• On telephone, you can’t use your smile or body
language to communicate feelings or ideas.
• You’ve only got your voice!
• So it’s really important that you know what to say and
how to say it at each step of the call, especially at the
start of the call.

4. TELEPHONE SKILLS AND
MESSAGES
•So, what are the basic things to
cover at the start of a call?
• 1) Identify your self
• 2) Connect the caller with the right person
• 3) Find out the purpose of the call
• 4) Take message

5. TAKING A CALL
• When you answer the phone at your job, you’ll want to
always greet the caller professionally. Here are two
formats you might use to do so.
1. Hello/Good morning/Good afternoon. [Company
name], [your name] speaking, how may I help you?

6. ASKING FOR SOMEBODY
• It’s important to know exactly who you want to talk to
and you can use one of the options below.
1) May I speak to [person’s name]?
“May I (please) speak to Mr. Ammar?”
2) I’d like to speak to [person’s name], please.
“I’d like to speak to Mr. Smith, please.”

7. GIVING REASONS FOR CALLING
• At the beginning of the phone conversation it’s best to clarify why
you are calling. This helps both speakers talk about what’s relevant.
1) I’m calling to ask about/discuss/clarify…
I’m calling to ask about your current printing promotion.
2) I just wanted to ask…
I just wanted to ask if you need any more articles for next month’s
magazine.
3) Could you tell me…?
Could you tell me the address of Friday’s recyling event?

8. CLASS ACTIVITY
• WRITING: everyone will write their own
introduction.
• 1) Taking a call
• 2) Making a call

9. CLASS ACTIVITY: WRITING
INTRODUCTION
TAKING A CALL
Format ONE:
• Hello/Good morning/Good afternoon. [Company
name], [your name] speaking, how may I help you?
Format TWO:
• [Company name], [your name] speaking. How can I
assist you?

10. CLASS ACTIVITY: WRITING
INTRODUCTION
MAKING A CALL
Format ONE:
• Hello, this is [your name] from [company name].
Format TWO:
• Hi, it’s [your name] from [company name].

11. END LESSON 1
• Good bye