Unit 7 social talk on the phone The reason computers can do more work than people is that computers never have to answer the phone.

Anonymous

If you know the person, or have spoken before, it's normal to chat for a few seconds before saying why you are calling.

You: "Hello, this is (Tom McIvor) speaking." or "Hello, this is (Tom McIvor)."

You might also want to add your company name: "This is (Tom McIvor) from (McIvor Worldwide)."

The other person: "Hello, how are you?"

You: "Fine, thanks. And you?"

The other person: "Very well, thanks." or "Not bad.” or "Can't complain.” or "A bit busy" etc.

You: "Oh good." or "Oh right." or "Glad to hear that."

If someone asks you how you are, respond (positively!) and return the question. This social talk can be extended. You could ask about a project you know the person is working on, or a mutual friend, or the person's family.

You: "Hello, this is (Tom McIvor). How are you?"

Other person: "Fine, and yourself?"

You: "Fine, thanks. How's the restructuring going?"

Other person: "Well, we're pretty busy, as you can imagine."

You: "Yes, I can! Anyway, I'm calling about…"

To introduce the subject of your call, you can use words such as 'anyway', or 'well', or 'right'.

Remember, if you haven't spoken to the person before, or don't know them, then social talk is inappropriate - get straight to the reason for your call.

Calling someone you don't know

Perhaps a colleague has asked you to call someone. You don't know the person, so you should introduce yourself and mention your colleague's name.

You: "Hello, this is (Sarah Brown) calling, from (McIvor Worldwide)."

Other person: "Hello, what can I do for you?" or "Hello, how can I help you?"

You: "I'm calling on behalf of (Tom McIvor)…" or "(Tom McIvor) suggested that I call you." or "(Tom McIvor) asked me to call you."

Remember…

• try to speak clearly and don't be afraid to speak more slowly than normal.

• think about what you want to say before calling.

• don't be afraid to ask your caller to repeat themselves if you don't understand. You can say, "I'm sorry, could you repeat that please?" or "Sorry, I didn't quite catch that."

Telephoning tips

The telephone is an important tool for personal, school, and business use because of the rapid communication it permits. Therefore, there is need to reinforce personal speaking and listening abilities regarding telephone use.

Before Telephoning

Think about basic telephone etiquette. Consider the following ideas:

• answer the telephone as quickly as possible

• identify yourself immediately when receiving or placing a call

• keep the call brief and the talk relevant

• show respect for the listener's time and give full attention to the conversation

• offer to take a message if the call is for another person and record the message in writing

• treat every caller politely and professionally

• be helpful and co-operative

• prepare for receiving and placing calls by planning what you might say and anticipating what you might hear (e.g., list dates, write down important questions, keep standard message pads as well as important reference material near the telephone)

• follow up telephone conversations with notes or letters, when appropriate.

While Telephoning

Think about reasons for telephoning. Consider the following:

• to inquire about suitable times and dates for a trip to the museum

• to order materials for a research report or other project

• to order tickets to a theatre performance

• to inquire about details concerning a trip to a foreign country

After Telephoning

As soon as possible after telephoning, it is good to complete a self-assessment form. It can show you your strong and weak points in telephoning skills and can help you to avoid mistakes in the future. A sample checklist follows.