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Social skills for a telephone conversation
Let me teach you telephone conversation social skills. What questions should be answered before you make a telephone call? What are the types of telephone calls? What types of telephone calls do you make? How long should you continue a telephone call? What types of telephone call do you plan to make? Your research for these questions is a process of teaching. You should know that all telephone conversations may be monitored. Do not say anything that the other person cannot understand. Always talk reasonably and to the point. Should children under age 21 communicate over the telephone? What is your telephone number? What is the best way to reach you in an emergency? When should the next telephone conversation be? Should I expect a response by e-mail or telephone? Make sure these questions are answered. What time will you call? How long will the telephone conversation last? What is the topic? What questions would you like to discuss? What questions would I like to discuss? Who will call? What language do I prefer to speak? English. Is it a local call from your location? Is it a local call from this location? These are basic questions. There are many more. We are expected to speak over the telephone. Thank you for your time. I look forward to hearing from you soon. I look forward to speaking to you soon. Our regular telephone conversation is at 3 pm every Sunday. At other times, if there is any issue, you can call or e-mail. We can discuss after you research. When should children be asked to speak on the telephone? What should children discuss on the telephone? I am writing to you after I received your telephone call. I am calling you after I received your e-mail. I am calling you after I received your telephone call. |
| Answering the phone |
* Hello? (informal) * Thank you for calling Human Services Globe. K_____ speaking. How can I help you? * Doctor's office. |
| Introducing yourself |
* Hello, this is _____ _____ calling. * Hey _____. It's _____ calling. (informal) * Hi, it's _____ from the _____'s office here. * This is she.* * Speaking.* (Introduce yourself.)Hello, this is Asif Qureshi. (Spell your name.) a-s-i-f q-u-r-e-s-h-i ( Give your telephone number.) My number is 773-561-6102 (Give a) the time of day b) your reason for calling.) It's Monday, 3 pm, and I'm calling about the _________ in your department. I'd like to arrange _________. (What do you want the other person to do?) Can you call me back at your earliest convenience. (Repeat your phone number. Speak slowly and clearly.) My number is 773-561-6102 ( End the message.) I look forward to hearing from you. Thank you very much. |
| Asking to speak with someone |
* Is _____ in? (informal) * Is _____ there, please? (informal) * Can I talk to your __________? (informal) * May I speak with Mr. __________, please? * Would the doctor be in/available? * Could I speak to _____ _____, please? * I'd like to speak to _____ _____, please. * Could you put me through to _____ _____, please? |
| Connecting someone |
* Just a sec. I'll get him. (informal) * Hang on one second. (informal) * Please hold and I'll put you through to his office. * One moment please. * All of our operators are busy at this time. Please hold for the next available person. |
| Making special requests |
* Could you please repeat that? * Would you mind spelling that for me? * Could you speak up a little please? * Can you call me back? I think we have a bad connection. * Can you please hold for a minute? I have another call. |
| Taking a message for someone |
* Can I take a message? * Would you like to leave a message? * Can I give him/her a message? * I'll tell Mr _____ that you called * I'll ask him/her to call you as soon as possible. * _____'s not in. Who's this? (informal) * I'm sorry, Lisa's not here at the moment. Can I ask who's calling? * I'm afraid he's stepped out. Would you like to leave a message? * He's on lunch right now.Who's calling please? * He's busy right now. Can you call again later? * I'll let him know you called. * I'll make sure she gets the message. |
| Explaining | * I'm sorry, he's in a meeting at the moment. |
| Putting someone on hold | * Just a moment, please. * Could you hold the line, please? * Hold the line, please. |
| Problems | * I'm sorry, I don't understand. Could you repeat that, please? * I'm sorry, I can't hear you very well. Could you speak up a little, please? * I'm afraid you've got the wrong number. * I've tried to get through several times but it's always engaged. * Could you spell that, please? |
| Putting someone through | * One moment, please. I'll see if Mr Jones is available. * I'll put you through. * I'll connect you. * I'm connecting you now. |
| Leaving a message with someone |
* Yes, can you tell him his _____ called, please. * No, that's okay, I'll call back later. * Yes, it's _____ from _____. here. When do you expect her back in the office? * Thanks, could you ask him to call _____ when he gets in? * Do you have a pen handy. I don't think he has my number. * Thanks. My number is 222-1111, extension 11. |
| Confirming information |
* Okay, I've got it all down. * Let me repeat that just to make sure. * Did you say 5042 _____ St.? * You said your name was _____, right? * I'll make sure he gets the message. |
| Listening to an answering machine |
* Hello. You've reached __________. Please leave a detailed message after the beep.Thank you. * Hi, this is _____. I'm sorry I'm not available to take your call at this time. Leave me a message and I'll get back to you as soon as I can. * Thank you for calling Dr. _____'s office. Our hours are 9am-5pm, Monday-Friday. Please call back during these hours, or leave a message after the tone. If this is an emergency please call the hospital at __________. |
| Leaving a message on an answering machine |
* Hey _____. It's _____. Call me! (informal) * Hello, this is _____ calling for _____. Could you please return my call as soon as possible. My number is 334-5689. Thank you. * Hello _____. This is _____ from the doctor's office calling. I just wanted to let you know that you're due for a check-up this month. Please give us a ring/buzz whenever it's convenient. February 16, 2012 8722131120 Hello, this is Asif Qureshi calling for Jose Roman. Could you please return my call as soon as possible. My number is 773-561-6102. What is your Email address? I came across the advertisement. Can you give more details? I am the founder of Qureshi University. Take a look at this. http://www.qureshiuniversity.com/computerscienceworld.html Everything is posted there. How many competent engineers do you need? I can educate them within a short period of time. Thank you. |
| Finishing a conversation |
Do we need to talk again? When should the next telephone conversation be? Well, I guess I better get going. Talk to you soon. Thanks for calling. Bye for now. I have to let you go now. I have another call coming through. I better run. I'm afraid that's my other line. I'll talk to you again soon. Bye. |
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Can we talk? Can we talk on the phone? Why do we need to talk? When do we need to talk? What do we need to talk about? How often should we talk? Do we need to talk again? How long will it take? How often should we talk? Ring, Ring Who's calling? May I tell him who's calling? May I ask who is calling? Whom may I say is calling? Whom shall I say is calling? Who do you want to talk to? Who do you want to speak with? Who do you wish to speak to? Whom do you wish to speak to? With whom do you wish to speak? Is he expecting your call? Who's calling? May I tell him who's calling? May I ask who is calling? Whom may I say is calling? Whom shall I say is calling? Who do you want to talk to? Who do you want to speak with? Who do you wish to speak to? Whom do you wish to speak to? With whom do you wish to speak? Is he expecting your call? Hello, this is Asif Qureshi (speaking) Asif Qureshi, may I help you? Asif, may I help you? Human Services Globe, may I help you? Human Services Globe, how may I direct your call? Follow up Call I will call. I will call you. I will call you tomorrow. I will call you on Sunday. I will call you this coming Sunday at 6 pm. I am calling to follow up on my email communication. I am calling to follow up on my letter sent to you on January 25, 2007. I am calling to follow up on my claim submitted on January 25, 2006. Could you put me through to the Quality Control Department, please? Could you get me the Export Sales Department, please? Could I have the accounts department, please? May I have the sales department, please? I'd like to speak with someone who deals with complaints. Can I speak to someone who deals with complaints? Could I speak to the person in charge of your Finance Department? Could I speak to someone regarding general ledger software? May I speak to someone from the Shipping Department, please? |
| Asking to speak with someone |
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Example 1 Example 2 |
| Making an Appointment |
| Ordering a ____ |
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Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Follow this outline to make sure that the person who should receive your message has all the information he/she needs.
1. Introduction - - - - Hello, this is A____. or Hello, My name is K____ C____ (more formal). 2. State the time of day and your reason for calling - - - - - It's ten in the morning. I'm phoning (calling, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ... 3. Make a request - - - - Could you call (ring, telephone) me back? / Would you mind ... ? / 4. Leave your telephone number - - - - My number is .... / You can reach me at .... / Call me at ... 5. Finish - - - - Thanks a lot, bye. / I'll talk to you later, bye. Here's an example of message Telephone: (Ring... Ring... Ring...) Hello, this is A____. I'm afraid I'm not in at the moment. Please leave a message after the beep..... (beep) K____: Hello A____, this is K____. It's about noon and I'm calling to see if you would like to ( ____ ) on Friday. Could you call me back? You can reach me at (000-0000) until five this afternoon. I'll talk to you later, bye. As you can see, leaving a message is pretty simple. You only need to make sure that you have stated all the most important information: Your Name, The Time, The Reason for Calling, Your Telephone Number I'm calling in reference to your ____ from last week. I'd like to make an appointment with ____, please. When's a good time for you? Hi this is Mohammad Salem calling Mr. Khalid. Saleem from the Human Services Globe. I had send you off the information regarding Human Services Globe and this is what to see if you got that information. Could you give me a call (_______) That is my cell number. Today is Monday __ ______. |
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Fearing a massive shortage of skilled manpower and in the next few years, the top firms and institutions, Departments are enhancing their interaction with colleges and universities to ensure that the graduates accepted into a program and be trained in a particular field and who pass out from these institutions match the industry's requirements. Some are either already working with colleges or are planning to collaborate with the academia to churn out professionals with the right skills. One of the major challenges being faced by industry is the lack of effective talent. Both the colleges and the industry are realising the need to scale up students to meet growing demand. One place on this planet produces over 3.65 lakh engineering graduates and 30 lakh other graduates every year, out of which hardly 20 per cent are suited for industry needs. Moreover, this includes, America, and Europe as well. Comparatively, over millions of graduates every year with useless performance. Industry estimates suggest supply of skilled manpower will fall short of requirements by almost 22 per cent by 2009 if issues around human resource and quality development are not addressed. There is a gap between what is taught and what is required. The syllabus of programs is outdated and students are not taught how to apply theory to practical problems. To bridge the industry-academia gap, program will provide soft skills and industry-specific training to students and faculty, World wide. Also developed several learning aids and tools that will help meet specific college requirements and bring about uniformity in training. While focusing on coaching students, we are not leaving the faculty behind, we have custom made courses and curriculum, initiative includes faculty development programs as well. |
| Leaving a Message |
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Leaving a Message
Sometimes, there may not be anyone to answer the telephone and you will need to leave a message. Follow this outline to make sure that the person who should receive your message has all the information he/she needs. 1. Introduction - - - - Hello, this is A____. or Hello, My name is K____ C____ (more formal). 2. State the time of day and your reason for calling - - - - - It's ten in the morning. I'm phoning (calling, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ... 3. Make a request - - - - Could you call (ring, telephone) me back? / Would you mind ... ? / 4. Leave your telephone number - - - - My number is .... / You can reach me at .... / Call me at ... 5. Finish - - - - Thanks a lot, bye. / I'll talk to you later, bye. Here's an example of message Telephone: (Ring... Ring... Ring...) Hello, this is A____. I'm afraid I'm not in at the moment. Please leave a message after the beep..... (beep) K____: Hello A____, this is K____. It's about noon and I'm calling to see if you would like to ( ____ ) on Friday. Could you call me back? You can reach me at 000-0000 until five this afternoon. I'll talk to you later, bye. As you can see, leaving a message is pretty simple. You only need to make sure that you have stated all the most important information: Your Name, The Time, The Reason for Calling, Your Telephone Number More Telephone English: I'm calling in reference to your ____ from last week. I'd like to make an appointment with ____, please. When's a good time for you? |
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When you are interrupted by a telephone solicitor No, thank you How did you get my name? I'm sorry, but I'm not interested. We do not accept telephone solicitations. Please take me off your list! I 'm sorry, but I don't place orders over the phone. I'm sorry, I don't give out my credit card number over the phone. |
| Taking a message for someone |
| Connecting someone |
| Confirming information |
| Leaving a message on an answering machine |
| Finishing a conversation |
Telephone conversation
Can we talk on the phone? Why do we need to talk? When do we need to talk? What do we need to talk about? How often should we talk? Do we need to talk again? How long will it take? How often should we talk? Ring, Ring Who's calling? May I tell him who's calling? May I ask who is calling? Whom may I say is calling? Whom shall I say is calling? Who do you want to talk to? Who do you want to speak with? Who do you wish to speak to? Whom do you wish to speak to? With whom do you wish to speak? Is he expecting your call? I will call. I will call you. I will call you tomorrow. I will call you on Sunday. I will call you this coming Sunday at 6 pm. I am calling to follow up on my email communication. I am calling to follow up on my letter sent to you on January 25, 2007. I am calling to follow up on my claim submitted on January 25, 2006. |