The document provides guidance on communicating politely and effectively over the phone at work. It discusses listening to voicemails, asking for information in a polite way using direct and indirect questions, clarifying information by repeating it back, and sounding friendly through smiling, word choice, and tone of voice. Key strategies covered include using indirect yes/no questions, asking questions to clarify spelling or numbers, and rephrasing statements more politely. The goal is to provide concise yet essential information about workplace telephone communication skills.

1. Telephoning at Work
Workplace
Communications
week 3

2. Listen to a
voicemail
Ask for
information
Sound
friendly
AGENDA
Clarify
information

3. Listen to a voicemail Listening 1
Image
Screenshot of Language Explorer, Act 7

4. Listen to a
voicemail
Some common, formal
expressions are used in
this voice message.
Listen again and try to
make notes.
..at your earliest convenience….
would be greatly appreciated…..

5. Now you want to call back
You want to confirm the date.
And you have some questions:
•What to bring?
•Who else will be attending the meeting?
Try it right away!

6. 1. I am wondering if ...
Ask for
information
Three ways to ask polite questions
3. Would you mind telling me about…
2. I'd like to know how…

7. Direct question Indirect question
What should I bring to
the meeting?
Could you tell me what
….?
Who else will be
attending?
Could you please
tell me …?

8. Direct question Indirect question
What should I bring to
the meeting?
Could you tell me
what I should bring to
the meeting?
Who else will be
attending?
Could you please tell
me who else will be at
the meeting?

9. Direct yes/no
question
Indirect yes/no question
(if)
Should I bring
something to the
meeting?
I am wondering if
Is somebody else
coming to the
meeting?
Could you tell me if

10. Direct yes/no
question
Indirect yes/no question
(if)
Should I bring
something to the
meeting?
I am wondering if I
should bring something
else to the meeting.
Is somebody else
coming to the
meeting?
Could you tell me if
somebody else is coming
to the meeting.

11. Direct question Indirect question
using a gerund
What should I bring to
the meeting?
Would you mind telling
me…?
Who else will be
attending?
Would you mind telling
me…?

12. Direct question Indirect question
using a gerund
What should I bring to
the meeting?
Would you mind telling
me what I should bring
to the meeting?
Who else will be
attending?
Would you mind telling
me who else will come
to the meeting?

13. Listen to the recording:
• What polite question
did Sophia use?
Ask for
information
Listening 2

14. You are an office
administrator. Last week you
ordered a new laptop.
You want to call the computer
company and ask them when
it will be delivered.
Ask for
information
Let’s practise

15. You have an important
appointment tomorrow.
Call your colleague and ask
her if she can take over your
shift.
Ask for
information
Let’s practise

16. Clarify
information
Listen to the recording
one more time:
• What strategy is used
by Sophia to make sure
she understood
everything?
Clarify information

17. Clarify
information
Do you have any strategies
you use when phoning
somebody to make sure
that you understood
everything?

18. Let’s practise
• Listen to the call. The information has
mistakes. Listen and correct.
Engineer Eskola
Arrives on 13th July
From Tampere on Flight AS 335
Plane lands at 3.15
Listening 3

19. • Listen to the call. The information has
mistakes. Listen and correct.
Engineer Eskola
Arrives on 30th July
From Tampere on Flight AF 335
Plane lands at 3.50

20. Six techniques to clarify information
• Listen again and cross X the techniques the speaker
uses.
1. Read the information back to the caller.
2. Say numbers in a different way.
(fourteen or one – four)
3. Clarify spelling with words. (A as in Alpha)
4. Ask questions.
5. Send an email with the information to confirm.
6. Stress the important words.

21. 1. Read the information back to the caller.
x
2. Say numbers in a different way. (fourteen or one –
four)
x
3. Clarify spelling with words. (A as in Alpha)
x
4. Ask questions.
x
5. Send an email with the information to confirm.
6. Stress the important words.
x
Six techniques to clarify information

22. Asking for repetition and clarification.
Learner A
• Call a colleague
about a visit by a
client next week.
You want your
colleague to meet
the visitor at the
airport. Give your
colleague the
following
information:
Learner B
• Your colleague
calls you about a
visit by a client next
week.
• Write down the
information about
the client’s arrival.
• Make sure you have all the
information.

23. Asking for repetition and clarification.
Learner A
• Name
• Flight number,
• Airline
• Arrival time
• Just invent
something!
Learner B
• Your colleague
calls you about a
visit by a client next
week.
• Write down the
information about
the client’s arrival.
• Make sure you have
all the information.

24. 1. Read the information back to the caller.
2. Say numbers in a different way. (fourteen or one – four)
3. Clarify spelling with words. (A as in Alpha)
4. Ask questions.
5. Send an email with the information to confirm.
6. Stress the important words.
Make sure you use at least one of the
following techniques:

25. Clarify
information
I didn't catch that. Could you
repeat that, please?
I missed that. Could you say it
again, please?
Asking for repetition.
Do you know other ways to ask for repetition?
Sorry, that was too fast for me.
Would you mind repeating…

26. Clarify
information
I'm afraid I didn’t understand
you.
OK. Let me read that back to
you.
And did you say…….
Let me just check if I got that.
I think I have everything but let
me just read it back to you.
Asking for repetition.
Do you know other ways to ask for repetition?

27. Asking for repetition and clarification.
Learner A
• Call a colleague
about a meeting
next week.
• Give all the
information:
– Where?
– When?
– Who else will
come.
Learner B
• Your colleague calls
you about a meeting
next week.
• Write down the
information about the
meeting.
• Make sure you have all
the information.
• Ask for clarification or
repetition!

28. Clarify
information
International Spelling Alphabet
Alpha Bravo Charlie Delta Echo
Foxtrot Golf Hotel India Juliet Kilo
Lima Mike November Oscar Papa
Quebec Romeo Sierra
Tango Uniform Victor Whiskey
X-ray Yankee Zulu

29. Asking for repetition and clarification.
Learner A
• Call a job applicant
to schedule an
interview.
• Give all the
information:
– Where?
– When?
– What to bring.
Learner B
• You have recently sent out
a job application for a
position as a front desk
agent at the Fairmont
Hotel.
• Now you get a call for an
interview!
• Ask who will be
interviewing you.
• Make sure you have all
the information.
• Ask for clarification or
repetition!

30. Sound
friendly
Why is it important to smile?
A smile makes your voice
sound friendly and polite –
even if the caller cannot see
you!
Sound friendly

31. Sound
friendly
Why is it important to smile?
Listening Activity
Listen to some expressions on
the phone.
Is the speaker smiling?
Listening 4

32. Listen to
some
expressions
on the
phone.
Is the
speaker
smiling?
1. 6.
2. 7.
3. 8.
4. 9.
5. 10.

33. Listen to
some
expressions
on the
phone.
Is the
speaker
smiling?
1. 6.
2. 7.
3. 8.
4. 9.
5. 10.

34. You are a
very friendly
secretary!
Read the
following
sentences
and smile!
1. Good Afternoon. Stellar Corporation.
How can I help you?
2. I’m sorry. She’s at a meeting with a client.
Would you like to leave a message for her?
3. Certainly. Can I have your name please?
4. Does she have your number?
5. Alright, Mr. …... I’ll have her call you when
she’s back in the office.

35. Sound
friendly
We can also sound more
friendly and polite because of
the words we use.

36. Rephrase
the
expressions
to make
them more
friendly and
polite.
1. What is your name?
Sorry, could I have your name please?
2. Who do you want to speak to?
3. She’s in a meeting.
4. What’s it about?
5. Wait! I need to find a pen.

37. Rephrase
the
expressions
to make
them more
friendly and
polite.
1. What is your name?
Sorry, could I have your name please?
2. Who do you want to speak to?
Who would you like to speak to?
3. She’s in a meeting.
4. What’s it about?
5. Wait! I need to find a pen.

38. Rephrase
the
expressions
to make
them more
friendly and
polite.
1. What is your name?
Sorry, could I have your name please?
2. Who do you want to speak to?
Who would you like to speak to?
3. She’s in a meeting.
I’m afraid she is in a meeting right now. She
will be back in 30 minutes.
4. What’s it about?
5. Wait! I need to find a pen.

39. Rephrase
the
expressions
to make
them more
friendly and
polite.
1. What is your name?
Sorry, could I have your name please?
2. Who do you want to speak to?
Who would you like to speak to?
3. She’s in a meeting.
I’m afraid she is in a meeting right now. She
will be back in 30 minutes.
4. What’s it about?
Can I ask why you are calling?
5. Wait! I need to find a pen.

40. Rephrase
the
expressions
to make
them more
friendly and
polite.
1. What is your name?
Sorry, could I have your name please?
2. Who do you want to speak to?
Who would you like to speak to?
3. She’s in a meeting.
I’m afraid she is in a meeting right now. She
will be back in 30 minutes.
4. What’s it about?
Can I ask why you are calling?
5. Wait! I need to find a pen.
Sorry! I’m just looking for a pen.

41. What did you learn today?
Listen to a
voicemail
Ask for
information
Clarify
information
Sound
friendly

42. • What were three main things I learned from
this session?
• What was new or surprising to me?
• One thing I learned in this session that I
may be able to use in future is...
• I am still unsure about...
• What I most liked about this session was...
Review

43. Questions

44. Thank you for attending the class!
Happy telephoning!

45. Links
• Language Explorer
• https://livelearn.ca/lessons/language-training/act-7/
• Formal and informal greetings
• http://www.youtube.com/watch?v=bixg6QUNHDg
• Quiz about indirect questions
• http://esl.about.com/library/quiz/bl_indirect.htm
• Expressing gratitude:
• http://www.eslhelpdesk.com/Library/thankyouverymuch.htm