LESSON

01
UNIT 1. PROFESSIONAL COMMUNICATOR

Telephoning & Note-Taking

Overview
 Getting Started

 Situational Dialogue

 Language Focus

 Set the Stage

 Business Basics

 Numbers and Facts

[ Learning Objectives ] Upon completion of this lesson, you will be able to…
• make/receive phone calls properly
• practice leaving and taking messages

1 GETTING
STARTED 2 Formal vs. Informal
1 Warm up Write the correct phrases in the formal or informal column
of the table according to the tone.
Let’s open the floor.
What are your opinions? a. Drink, anyone? j. How do you do?
b. Sorry. k. I will telephone you after six o’clock.
01.
c. I’ll call you later. l. Where are the toilets?
What is some basic
information you should d. Bye. m. Would you mind repeating that for me?
give to the other person e. Is Monica there? n. Excuse me?
when making a call? f. I do beg your pardon. o. It has been a pleasure to meet you.
g. How are you? p. May I offer any of you another drink?
02. h. Hi there. q. Could you please direct me to the restroom?
How many calls do you i. How is it going? r. Could you put me through to Ms. Jones, please?
receive on average each
day? What are your calls Function Formal Informal
usually about? Greeting
Asking after health
03. Offering
Why do you think note- Asking for someone
taking is important? What
Asking for repetition
are some effective note-
Apologizing
taking skills that you would
Asking for directions
recommend?
Making arrangements
Saying good-bye

10 Business Basics 2
 UNIT 1 Lesson 1
2 SITUATIONAL
DIALOGUE
1 Before reading the
Mr. Higgs Mr. Andes
dialogue, use the Brian Higgs, the assistant manager Johnson Andes from the
information given of S&G Company advertising team
below to answer the MISSION
following questions.
To effectively and efficiently manage To confirm with Jack the schedule of a
calls and messages for his boss, Jack. conference call they have prearranged.

1. Look at the characters and describe the situation.

2. What is the relationship between the characters?
3. What do you think will happen next?

2 Practice the dialogue Taking a Call

and answer Mr. Higgs: Good morning. This is Brian Higgs, the assistant manager of S&G.
the comprehension Can I help you?
questions. Mr. Andes: Oh, good morning. Is Jack in?

Mr. Higgs: No, I am afraid he’s out of the office today.

May I ask who’s calling?

Mr. Andes: Yes, this is Johnson Andes from Wilmington.

I wonder if I could leave a message?

Mr. Higgs: Certainly, Mr. Andes.

Mr. Andes: Could you ask Jack to call me regarding the conference call
we’ve arranged for Wednesday the 30th? It’s quite urgent.

Mr. Higgs: Regarding the conference call on the 30th? Right. I’ll let him know.
Does he have your number?
Fun facts Mr. Andes: Actually, I’ll give you my mobile number. It’s easier.
It’s 0446 6565 7877.

➊ Mr. Higgs: That’s 0446 6565 7877.

Alexander Graham Bell (US),
Mr. Andes: Correct. Thanks for your help.
the inventor of the telephone,
thought the phone should be
answered by saying “Ahoy” or
Questions
“Hoy Hoy”.

➋ 1. What is an example of good telephone etiquette you can see in the dialogue?
An average person makes
2. Your boss is writing an important report and doesn’t want to be disturbed.
about 1,140 telephone calls
However, someone is demanding to speak with your boss saying it is urgent.
each year.
What do you do?
3. Imagine you are Mr. Higgs taking notes for the call. What would you write
in your notepad?

UNIT 1. Professional Communicator 11

Lesson 1. Telephoning & Note-Taking

3
1 Business Expressions
LANGUAGE
FOCUS Read the expressions and write your own sentence using each
expression.
Key Patterns the bottom line the final result or outcome
Here are some key patterns Ex) Although the new marketing campaign seems to have minimal direct results,
that you can use when you are the bottom line is, we can expect profits in the long run.
calling or receiving phone calls. Sentence

I’m calling to...

no time to lose something that you say when it is important to do something
· confirm my appointment.
· ask about the location of immediately
your company. Ex) The plane will leave in 10 minutes! We have no time to lose.
· check whether you received Sentence
my previous e-mail.

I’ll connect you to... be in the red to owe money to the bank (in business) to be losing money
· the person in charge. Ex) That company had terrible sales last years and was in the red, but it has made a great
· the administration team. comeback.
· Mr. Jones, the director of
the sales team. Sentence

Let me just check...

· to see if he’s available to
take your call.
· your requested information.
· my time to see when I can
call you back.

4
Scenario #1 Role A: Employee Role B: Visitor
SET THE STAGE
You’re scheduled to have a meeting with the marketing team tomorrow afternoon
at 1 p.m. However, a very important client is coming to see you at the same time
tomorrow. You need to rearrange the marketing team meeting, but you cannot
reach the team leader. Leave a message saying you want to rearrange the meeting
time. Be sure to leave your contact details.

Stage 1. Brainstorm the mission of each character.

Case Scenarios Stage 2. Role play.

Be sure to complete the mission of each character and use at least 2 key patterns.
Read each scenario
and complete each
Scenario #2 Role A: Colleague Role B: Client
stage.
Your colleague has been waiting all day for a phone call to close a deal. The
moment, he leaves his desk for a meeting the phone rings. It is the call your
colleague has been waiting for all day, the client wants to sign the contract and
wishes to arrange a meeting. Make sure you collect the correct information to pass
on to your colleague.

Stage 1. Brainstorm the mission of each character.

Stage 2. Role play.

Be sure to complete the mission of each character and use at least 2 key patterns.

12 Business Basics 2
 UNIT 1 Lesson 1
5
We have to use the telephone every day. Some people regard it as an invaluable
BUSINESS
tool; some regard it as a necessary evil. No matter how you feel about it, using
BASICS
the telephone effectively is a vital workplace skill. The person on the other end
1 Telephone of the line cannot see your face, so your verbal communication must be clear.
Do's and Don'ts You should always speak: precisely, politely, and in a voice that is loud enough
Here are some do's and for the listener, but not everybody else to hear.
don'ts that you should
remember:

DO DON'T

• Give your name, department, • Assume the caller knows who

or extension. you are.
• Offer help with "Can I help you?" • Wait for the caller to ask for help.
• Put calls through quickly. • Keep the caller waiting or
• Tell the caller what you are doing, say "Wait."
"I am just putting you on hold.” • Leave the caller to guess
• Repeat any details the caller gives. what you are doing.

• Say good-bye politely. • Assume you have heard details

correctly, such as names, numbers,
and times without confirming.
• Hang up without saying good-bye.

DO DON'T

• Begin by checking that you have • Start talking before you know
the right person, who you are talking to.
number or department. • Make a call unless you know
• Plan what you are going to say what you want or need to say.
before you call. • Speak too quietly or quickly.
• Speak clearly and concisely.

Share Your Thoughts

1. Can you think of any other do's and don'ts for the telephone or text
messaging? Discuss with your partner and make a table of your responses.
2. Was there a time you made a mistake when taking a call because you
couldn’t understand the other person? If so, share your experience with
the class.
3. Have you ever experienced difficulties in communicating over the phone?
What made it difficult? Share your story with a partner.

UNIT 1. Professional Communicator 13

Lesson 1. Telephoning & Note-Taking

6 NUMBERS
& FACTS
Worldwide Mobile Data Usage Forecast, by Region

4
 Central and Eastern Europe (CEE)
 Middle East and Africa
4%
 Latin America (LATAM) 4%
 Japan 5%

Millions of Terabytes per month

3
 North America (NA)
10%
 Asia-Pacific (APAC) 22%
 Western Europe (WE)

2
26%
Hispanics commonly
use two surnames.
The father’s surname is 1 30%
followed by the mother’s
surname. When speaking
to someone, use his or her
father’s surname. 0
2009 2010 2011 2012 2013 2014
Ex) When you meet
Santiago Alamo
Sanchez, Look at the graph above to answer the following questions.
you should call him
Mr. Alamo.
1. In 2014, which region will have the highest growth rate of mobile data usage
per annum?
2. Give a short presentation which summarizes the projected findings for 2014.
Which aspects are most important to highlight?
3. Looking at the bars for each year, are you able to discern any trends?
What appears to be happening over time?

7
Share 3 new things you learned from this lesson:
REVIEW &
PREVIEW 1.

2.

3.

Sneak Peek

1. What are some communication cultural difference between the Western

culture and the Eastern culture?
2. What is nonverbal communication?
When do you use nonverbal communication?

14 Business Basics 2