The document provides guidance on telephone etiquette and best practices for communicating over the phone in business contexts. It includes examples of answering the phone for a company, taking messages, and phrases to use when needing clarification or repetition on a call. It also offers ways to politely end a phone conversation.

1. Telephoning

2. Why practice this skill Many people suffer from nerves so it helps to overcome their fear. Helps students understand how telephones are typically used in British and American corporations Telephone etiquettes are very different in different parts of the world Helps students to improve their pronunciation and audible non-verbal language

3. In companies the telephone is answered in following ways Good morning/afternoon! Mitshubishi Electric (company name) Hello, Sales Department (name of the department) Ahmed (Name of the manager)

4. Message on a company’s answering machine Thank you for calling Com net Broad band Limited. The office is closed at the moment but you can leave a message after the beep if you wish. Otherwise please call back between 9.a.m. and 5p.m. Monday to Friday. You can record the message after the beep. (BEEP!)

5. Activity 1 I’m afraid he’s not in the office this afternoon. Can I give her a message? And could you give me your number please? Teak wood Furniture. Good morning. City Electrics . Yes, it’s 789622 789622. Fine. I’ll make sure he gets the message . Thanks Mr Hamza. OK. Which company are you calling from? Good morning. Could I speak to Mr Ali, please? You’re welcome. ‘Bye . ‘ Bye. Err, yes please. Can you tell her Hamza Khan rang? Tell him I’ll call back later.

6. Taking messages Good morning. City Electrics . Good morning. Could I speak to Mr Ali, please? I’m afraid he’s not in the office this afternoon. Can I give him a message? Err, yes please. Can you tell him Hamza Khan rang? Tell him I’ll call back later. Mr Hamza. OK. Which company are you calling from? Teak wood Furniture. And could you give me your number please? Yes, it’s 789622 789622. Fine. I’ll make sure he gets the message . Thanks You’re welcome. ‘Bye . ‘ Bye.

7. Some phrases you might use . Could you hold on a moment OK, Let me just get a pen. Could you speak a bit louder? I'm afraid it’s a very bad line I’m afraid I didn't quite catch that. Sorry, could you repeat that, please? Could you spell that please? Is that…..or ….? Do you really mean ‘three zero’?! Let’s just run through that again. The first one was …. There seem to be a lot of figures involved here. Do you think you could fax me this information, then give me a call again later on? I’m afraid I’m a bit busy at the moment .

8. Saima Afzal [email_address] http://www.wiziq.com/tutor-profile/399277-saima-communication-skills-teacher

9. Ways of finishing telephone conversations Bye Goodbye OK, ’bye I’ll get back to you later on See you on Thursday, then OK, thank you for calling. I’ll make sure you get a new pricelist immediately.’Bye