Lesson: Effective Telephone Communication

Activity I: Vocabulary

• Etiquette – The customary code of polite behavior in society or among members of a particular profession or group.
• Clarity – The quality of being coherent and intelligible; clearness.
• Concise – Giving a lot of information clearly and in a few words; brief but comprehensive.
• Hold (the line) – To wait on the telephone.
• Transfer (a call) – To redirect a telephone call from one extension to another.
• Voicemail – A centralized electronic system for answering and recording telephone messages.
• Follow up (phrasal verb) – To pursue or investigate something further; to contact someone again.
• Get cut off – To have a telephone conversation interrupted or suddenly ended.
• Conference call – A telephone call in which someone talks to several people at the same time.

Activity II: Reading

Effective telephone communication is a vital skill in both personal and professional contexts. Unlike face-to-face conversations, phone calls lack visual cues like body language and facial expressions, making clarity of speech and word choice even more critical. For intermediate English learners, developing strong telephone etiquette and clear communication techniques can significantly boost confidence and competence when interacting with English speakers over the phone, whether making appointments, inquiring about services, or participating in business calls.

When initiating a call, it's polite to introduce yourself and state the purpose of your call clearly and concisely. For example, "Hello, this is [Your Name] from [Your Company/Organization if applicable]. I'm calling regarding..." If you're receiving a call, especially in a professional setting, answer politely, stating your name or company: "Good morning, [Company Name], [Your Name] speaking. How may I help you?" Speaking at a moderate pace and enunciating words properly ensures the other person can understand you easily. It’s also helpful to have a pen and paper ready to jot down important information.

Sometimes you may need to put someone on hold or transfer their call. Always ask politely: "May I put you on hold for a moment while I check that information?" or "Would you mind if I transfer you to the relevant department?" If you need to leave a voicemail, make sure it's clear and concise, including your name, number, the reason for your call, and a good time to reach you. If you get cut off during a call, it's generally the responsibility of the person who initiated the call to call back. Participating in a conference call requires being mindful of when to speak and when to mute your microphone to avoid background noise.

Following up after a significant phone call, perhaps with an email summarizing key points, can be a good professional practice. Remember that your tone of voice conveys a lot over the phone, so aim for a friendly and professional demeanor. By practicing these techniques and familiarizing yourself with common telephone phrases, intermediate English learners can navigate phone conversations with greater ease and professionalism, leading to more successful outcomes in various situations.

Activity III: Role Play (Handling a Customer Inquiry by Phone)

Instructions: Practice this dialogue with your teacher. One person is the Customer Service Agent, and the other is the Customer.

Activity IV: Let's Practice

Practice Telephone Scenarios with Your Teacher.

With your teacher, role-play two different telephone scenarios. Scenario 1: You need to call a company to inquire about one of their services (e.g., internet plans, course details). Practice introducing yourself, stating your purpose, asking clear questions, and understanding the information given. Scenario 2: Your teacher will call you, pretending to be a customer or client with a query or a problem. Practice answering professionally, listening actively, and providing helpful responses, perhaps needing to put them on hold or offer to follow up. Focus on telephone etiquette, clarity, and using appropriate phrases.