ON THE PHONE : ADVICE ON ATTITUDE

- Always keep in mind what you are calling for - Plan your call : you can either note down the outlines of your call or create a chart flow - Use the name of the person you are calling - Make sure you understand what you are told by using phrases like : sorry, would you mind repeating, please ? could you please speak more slowly ? Sorry, I didn’t catch what you said Sorry, would you repeat that last figure (or name, or date ….)? I’m afraid, it’s a bad line (the line is bad). Could you speak up ? How do you spell it, please ?

EXERCICES Vocabulary Fill in the blanks with the following words in the appropriate forms : Toll free number – directory – reverse charge call – subscribers – area code – engaged – switchboard - extension – put through to – hold the line – enquiries – pick up – ring off – unlisted – dialling tone

1. Before you call somebody, check the number in the DIRECTORY/PHONE BOOK 2. The telephone is ringing. Why doesn’t she PICK UP the receiver ? 3. When you make a REVERSE CHARGE CALL, the call is to be paid by the person called 4. Incoming calls to big firms are taken by a SWITCHBOARD operator. 5. You must have dialled the wrong AREACODE 6. In Great Britain, the DIALLING TONE Is a series of bip-bip. 7. For INQUIRIES, call 192 in the UK 8. If the operator is as unpleasant as yesterday, I’ll RING OFF (HANG UP) Hang up on someone 9. Is Mary Dylan there ? I’ll see if she’s in her office. HOLD THE LINE please. 10. Mr Thompson is out. Shall I PUT YOU THROUGH TO his secretary ? 11. There must be something wrong. This line is BUSY/ENGAGED all the time 12. I ‘m afraid I’ve been connected to the wrong EXTENSION 13. The absent SUBSCRIBERS Service. 14. When you call a TOLL FREE NUMBER., you don’t pay anything 15. I can’t phone