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Telephone English | Answering a Phone Call | Business English Telephone Conversation

Business English – Learn with Business English Pod

421K views 10 years ago

Warm-up Questions

In your job (or studies), how often do you need to answer phone calls in English?
What makes a telephone conversation “professional” in business?
What information do you think you should say in the first sentence when answering a business call?

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Start With: Word Definition

Order: Alphabetical Random

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Telephone English | Answering a Phone Call | Business English Telephone Conversation

Why telephone skills matter + the “bad” call (00:00 – 03:47)

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1. What does the speaker say you must create with only your voice on the phone?

A good image of yourself and your company
A friendly relationship with the caller’s family
A written record of the call
A legal agreement

2. What “trick” does the speaker mention to help maintain a good tone of voice?

Use very formal words
Smile when you speak
Speak more quietly than usual
Stand up while speaking

3. In the bad example, what problem happens when the caller gives his phone number?

The receptionist can’t hear the company name
The receptionist is looking for a pen and asks him to repeat it
The caller refuses to give the number
The line disconnects

Telephone English | Answering a Phone Call | Business English Telephone Conversation

What went wrong in the bad example (03:47 – 06:38)

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1. Why is the receptionist’s first word “Hello” criticized?

Because it is only used in North America
Because it is okay at home but not enough for a business setting
Because “Hello” is rude in any situation
Because it is too quiet to hear on the phone

2. What should the receptionist do while she looks for the person the caller wants?

Ask the caller to call again later without checking
Tell the caller to send an email instead
Hang up and wait for another call
Put the caller on hold

3. What does the speaker say about both people in the bad example?

Only the receptionist is unprepared
Only the caller is unprepared
They are prepared, but the topic is unclear
Neither speaker is really prepared

Telephone English | Answering a Phone Call | Business English Telephone Conversation

The “good” call + four-part greeting + asking someone to hold (06:38 – 12:33)

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1. Which list matches the four important parts of answering the phone described in the lesson?

Greeting, department name, apology, offer of help
Greeting, company name, your name, offer of help
Company name, your name, phone number, reason for calling
Greeting, your job title, the caller’s name, the time

2. What does the speaker say is better when you are not sure if a call is external or internal?

Only say “Hello”
Avoid saying the company name
Be too formal
Be too informal

3. What is the main reason the receptionist is told to listen after asking someone to hold?

To learn the caller’s accent
To hear the caller’s answer (yes/no) before putting them on hold
To decide whether to end the call
To check if the caller knows the phone number

Telephone English | Answering a Phone Call | Business English Telephone Conversation

Transcript will load here…

1. What is one main purpose of a professional telephone greeting in business?

To get the caller to explain everything before you speak
To make it clear who the caller is speaking to and offer help immediately
To make the call sound casual and friendly like a home call
To avoid speaking too much during the call

2. According to the lesson, what is a key difference between the bad example and the good example?

The good example avoids using names
The good example is more organized and prepared from the start
The good example uses fewer details and less information
The good example never puts anyone on hold

3. What does the lesson suggest about listening on the phone?

Listening is optional if you follow a script
Listening only matters when taking a complaint
Listening is less important than speaking clearly
Listening is half of the conversation

Discussion Questions

Discuss the ideas from this video

Telephone English | Answering a Phone Call | Business English Telephone Conversation

Which part of the four-part greeting is easiest for you? Which part is hardest, and why?
In your country or workplace, is it normal to be very formal on the phone, or more informal? Give examples of typical greetings.
Think of a time a phone call went badly (in any language). What was the main problem: tone, preparation, listening, or organization?
Do you agree that it’s “better to be too formal than too informal” when you’re not sure? Why or why not?