1、c35:JUnitw0:J5CDOn the PhoneiJ:T0:J CDLearning ObjectivesAfter completing this lesson, students should be able to:- answer the phone;- askto be connected;- put someone through;- leave messages;- deal with problems by telephone.Business ProfileTips and Techniques of TelephoningToday the Internet is t
2、he medium of choice when researching information or trying totrack down products and services, but no matter how much information people can find onthe Internet, sooner or later they will have to pick up a telephone to find answers to theirspecific questions or arrange for the services they need.Whe
3、ther calling government agencies, doctors offices, specific service organizations, orinsurance companies, more likely than not somewhere along the way, people are going tohave a frustrating experience. There are always stories about people who have been rude,people who don t seem to care, people who
4、 don t return phone calls, people who soundas if they came from Mars, people who sound like they want to help but just dont have theanswers we are looking for.No magic solutions exist that will eliminate all the difficulties in finding information,making appointments, or getting across information t
5、hat so often greet us on the telephonethese days, but there are “tricks of the trade“ that people who do telephone research on aregular basisand those who provide telephone support can teach us.The Big 3 Be prepared. Avoid starting the process when you re rushed . Relax! Make sure youhave a big pad
6、of paper, a pen, a glass ofwater, and a reasonable amount of time. Don t give up. You have the right to get information and respectful service. Bepersistent and patient. Realize that sometimes it will take ten calls to find out whatyou want. No one person or organizati on has all the answers. Try no
7、t to put people on the spot. It makes them defensive. Rather try to enlist theirsupport. Remember, you usually catch more flies with honey than with vinegar.Before You Pick up the Phone Review written material first, if at all possible. Underline key points, or names andphone numbers of people and o
8、rganizations you think youll want to call. Make a list of questions for each encounter.Write them down. Be clear about what information you need. If you cant explain what you want, howcan someone else tell you where to find it? Establish a system for yourself: a check can mean you got through to the
9、 person,a minus can mean you are waiting for a call back and a star can mean you actuallyresolved your problem. Create a notebook or other organizer to record your information. Don t put it onlittle scraps of paper that can easily get lost. Try creating columns or headings at thetop of the page: one
10、 for the name of the person, another for the name of the agencyor company, still another for the phone number, etc. “Psych“ yourself up to make the calls. Do a little role-play first if it will help calm yournerves and put you in the right mood. Make calls when youre at your best. Are you a morning
11、person? If so, make your callsthen . Know when youre at your best and most alert. Theres no point in just gettingstarted when you are already tired .these days, but the re are “tricks of th e trade“ that people who do telephone research on aregular basisand those who provide telephone support can te
12、ach us.The Big 3 Be prepared. Avoid starting the process when you re rushed . Relax! Make sure youhave a big pad of paper, a pen, a glassofwater, and a reasonable amount of time. Don t give up . You have the right to get information and respectful servi ce. Bepersistent and pat ient. Realize that so
13、metimes it will take ten calls to find out whatyou want. No one person or organization has all the answers. Try not to put people on the spot. It makes them defensive. Rather try to enlist theirsupport. Remember, you usually catch more flies with honey than with vinegar.Before You Pick up the Phone
14、Review written material first, if at all possible. Underline key points, or names andphone numbers of people and organizations you think youll want to call. Make a list of questions for each encounter. Write them down. Be clear about what informati on you need. If you cant explain what you want, how
15、can someone elsetell you where to find it? Establish a system for yourself: a check can mean you got through to the person,a minus can mean you are waiting for a call back and a star can mean you actuallyresolved your problem. Create a notebook or other organizer to record your informati on. Don t p
16、ut it onlittle scraps of paper that can easily get lost. Try creating columns or headings at thetop of the page: one for the name of the person, another for the name of the agencyor company, still another for the phone number, etc. “Psych“ yourself up to make the calls. Do a little role-play first i
17、f it will help calm yournerves and put you in the right mood. Make calls when youre at your best. Are you a morning person? If so, make you r callsthen. Know when youre at your best and most alert. Theres no point in just gettingstarted when you are already tired .Making Your Calls EfficientlyThere
18、are many ways to coax the person on the other end of the telephone line intohelping you. Here are a few of them: Be aware of th e pitch of your voice. Try to make it lower. A voice in a high registerapparently can be disturbing to many people. Be mod est. Tell the person on the other end of the line
19、 that youre an amateur, andthat you hop e they can give you some guidance. Enlist sympathy and thereby, help. Establish a relationship. If youre calling someone you think you need to call again, tryto establish a relationship. Find out the persons name and some personal th ings if atall possible. Ne
20、xt time you call, you can mention th em and youll truly have an ally. Avoid yes or no questions. They dont open people up. Read the next two questions:“Do you know whe re I can find an accessible bus service?“With this wording, yes orno is the only answer.The following phrasing creates the possibili
21、ty of dialog:“Wherecan I find information on an accessible bus service in our town?“The point is to alwaysleave people room for suggesting possibilities. Be empathetic. “I realize it is late in the day and you must be tired, but I really needyour help: Make the person feel like your mentor. Compleme
22、nt helps, even if it didnt quite getyou what you needed. The next time you call, people will be more likely to go out oftheir way to help you. Find out his/her schedu le. If the person you want isnt in, rather than just leaving acall back number, find out when he/she is available. This shows you wan
23、t to maketh ings easier-and you might be surprised to learn the person just left for a two-weekvacation. If you hadnt asked, the information might not have been offered. If you aretransferred to voice mail, leave a short but specific message. It can eliminate the gameof “telephone tag“. Be pol ite,
24、but dont allow yourself to be brushed off. You have a right to information,especially from public agencies. If youve really tried to get help but are constantlymeeting roadblocks, ask to speak to a supervisor.c37:w0:50-CDPost-viewingTeaching tips: Divide the classinto pairs and allocate the roles. H
25、ave 5s role-play the telephone dialog, referring to the outline. Ask a few pairs to present their dialogs in class. Invite other 5s to comment on their performance.:j:j Video 2 You are hard to get hold of!Pre-view ing1. Teaching tips: Ask 5s to brainstorm the difficulties in making phone calls from
26、their past experiences. Get 5s to share the ir experiences in pairs and note down the difficulties. Ask a few 5s to report the difficulties the yve met. Compare Ss answers and find out some com mon difficulties. List them on the board.Hints:The diffic ulties may include: The line is engaged. The num
27、ber dialed is wrong. The person asked for is not available. The receptionist mistakes the message.View ingScript:First attemptReceptionist: Good afternoon, this is DNN. How can I help you?Ms. Mandel: Good afternoon. Id like to speak to Mr. Miller, please.Recept io nist: Mr. Miller? Hold on, please.
28、Ill connect you.(connected)Leo Miller: Mr. Miller speaking. Whoscalling please?Ms. Mandel: This is Ms.Mandel from BCM.Isthis Henry Miller?Leo Miller: What? Henry Mill er? No, this is Leo Miller, in the Sales Department. HenryMiller is in the Customer Relations Office. Im afraid youve dialed the wron
29、gextension.Ms. Mandel: Oh, sorry to have interrupted you. Can you give me Henry Millers extension,please?Leo Miller: Sorry, I havent got a directory on hand now. Would you mind call ing t heswitchboard again?Im sorry not to be of more help.Ms. Mandel: Oh, OK. It doesnt matter. Ill call back to the r
30、eceptionist.Thank you, anyway.Second attemptRecepti onist: Good afternoon. How can I help you?Ms. Mandel: Good afternoon. This is Ms. Mandel again. Im afraid you gave me the wrongextension just now. I want to speak to Henry Miller, not Leo Mil ler.Receptionist: Oh, there are two Mr. Millers in our c
31、om pany. Im very sorry, I didnt notice that.Ill put you through right now. Please wait a minute.Ms. Mandel: OK. Im holding.(Phone rings. Nobody answers the phone. Ms. Mandel hangs up the phone.)Third attemptReceptionist: Good afternoon. How can I help you?Ms. Mandel: Its me again -Ms. Mandel. Im sti
32、ll having trou ble getting through to HenryMiller. No one is answering his line. I really need to talk to Mr. Miller as soon aspossible. We placed an order with yo u last week, but we have so far heardnothing about it . Its a rush order, and we need it urgently. Can you help ?Receptionist: Of course
33、. Ill go and find him and ask him to ring you immediately.There maybe a problem with his line.Ms. Mandel: OK, thank you so much .Fourth attempt(Mr. Miller is in his office. The phone line is connected.)Ms. Mandel; Hello, Mr. Miller, th is is Ms. Mandel. Thank you for ringing back. You are hard toget
34、 hold of!c47:J-W0:J5“(l)lJ:J“0. :J(l)Henry Miller: Oh, Im terribly sorry for the trouble. I was in a meeting and I left my cellphonein my office.Ms. Mandel: Oh, OK. Mr. Miller, Im calling you about.Key:I.First attempt(A) 0 Ms. Mandel wants to speak to .A. Henry MillerB. Leo MillerC.Harry MillerSecon
35、d attempt(C) 0 Henry Millerstelephone is .A. out oforderB. busyC.not answered(B) 0 The receptionist will .A. try Henry Millersextension againB.look for Henry Miller personallyC.refuse to help Ms. Mandel again(C) f Leo Miller asksMs. Mandel to _.A. try Henry Millers extentionB.look for a directory of
36、 the companyC.call the switchboard againThird attempt(C) 0 Ms. Mandel is calling about_.A. the contractB. the price of a productC.an orderFourth attempt(C) 0 Henry Millers cellphone is_.A. turned offB.at homeC.in the office2. 1) When Ms. Mandel asked for Mr. Miller, the receptionist replied,“Hold on
37、, please. Ill connectyou2) When Leo Miller found out that he was not the one Ms. Mandel asked for, he said,“Im afraid youve dialed the wrong extension.“3) When Ms. Mandel was told she dialed the wrong number, she said,MOho sorry to have interrupted you. Can you give me Henry Millers extension, pleas
38、e?“4) When the receptionist realized she had given the wrong extension, she said,.“Im very sorry, I didnt notice that-Ill put you through right now. Pleasewait a minute.“5) When Ms. Mandel phoned the receptionist the third time, she explained,“Its me again-Ms. Mandel. Im still havin g trouble gettin
39、g t hrough to Henry Miller.Can you help?“6) When Ms. Mandel said it was hard to get hold ofhim, Henry Miller replied,“Oh, Im terribl y sorry for th e trouble.“Post-viewingTeaching tip s: Divide the class into pairs and ask 5s to get the roles. Get 5s to develop the dialog accord ing to t he sit uati
40、on, referring to the outline. Have two or three pairs act out t heir dialog in class. Ask ot her 5sto make comments on their perfo rmance from the following aspects:- Is all the required information covered ?- Does their dialog go smoothly?- Do they use proper language?Part V Case AnalysisTeaching t
41、ips: Divide the class into small groups. Ask 5s to discuss in groups and list business phone calls in diverse situations. Ask 5s to research the skills and techniques ofhandling calls in different situations. Ask 5sto find some casesof making business calls in different situations. Have 5s analyze t
42、he cases, figuring out their strengths and weaknesses. Askeach group to put together a report on the skills and techniques to deal with differentbusinesscallsand their caseanalyses. Haveeach group make a presentation in class. PPT or handouts are preferred for the presentation.c49:1.w0:J:TCDl:T0:JCD
