Informing the Caller

Requesting Repetition

Handling the Telephone

Making a phone call is not always easy – especially if you do not know the person on the other end of the line very well. Phone messages must be accurate and complete. Taking them tests both writing and listening skills, especially when a caller is speaking quickly. Asking callers to repeat a message can help. Even people who have spoken a language all their lives ask each other to repeat things. There's really no need to be embarrassed about asking.

When making requests, English speakers show politeness in several ways. Speaking with a friendly tone of voice usually does the trick. Sometimes there are even conflicts related to tone and register. They tend to occur more often in telephone communication than in face-to-face communication. When using the telephone, many people are not cautious in monitoring their tone and often express irritation in their voice that they would normally try to conceal when speaking face to face. There may be many reasons for this. Telephone conversation is less personal than face-to-face conversation. Since we cannot get nonverbal feedback from the person we are talking to, we may tend to express our irritation and displeasure more openly when using the telephone. It shows how important tone and register are in minimizing conflict with colleagues, potential customers, or people in other organizations.

Do not forget that the person you are talking to may be having difficulties too. Remember that the other person:

– Wants to understand you easily, so try to speak clearly;

– Cannot see your reactions, so always confirm that you have (or have not) understood each point that has been made;

– Cannot see you and does not know what a nice person you are, so make sure you sound polite and agreeable;

– Cannot spend much time, so make sure your call is brief;

– Is getting an impression of your company while talking to you, so make sure that you sound efficient.

This chapter provides phrases for taking messages and requesting information by phone.

Oftentimes at work we answer calls for co-workers. The caller, of course, is usually given a reason if someone cannot come to the phone. Several phrases are commonly used as explanations. Some are specific; others are not. Here are several examples:

- He's just stepped away from his desk.

- She's in a meeting.

- The boss is at lunch until 2:00.

- They are with a client.

Each of these phrases tells the caller why someone cannot come to the phone at the moment. They cover many situations without explaining any detail. The caller simply learns that the person is busy or unavailable. Explanations of absence are normally followed by offering to take a message. Common phrases include: Would you like to leave a message!

Could I take a message?

Should I have him call you back!

Can I tell her you called!

Who should I say called!

The caller may wish to leave additional information. If so, a more complete message is required. Sometimes it is necessary to ask callers for more information or to repeat what they have already said.

Дата добавления: 2014-12-27