Engels
Inhoud
Telephoning............................................................................................................ 3
Introduction......................................................................................................... 3
Preparing to make a phone call...........................................................................3
Suggesting ways to prepare for telephone calls..............................................3
Structure of a phone call..................................................................................... 6
Picking up the phone and introducing yourself................................................6
Basic situations................................................................................................ 6
A formal way or a less formal way...................................................................6
Longer calls......................................................................................................... 8
The start of the call.......................................................................................... 8
The middle of the call....................................................................................... 8
The end of the call........................................................................................... 9
Summary.......................................................................................................... 9
Phrasal verbs for telephoning............................................................................11
Useful techniques.............................................................................................. 13
Conveying negative messages.......................................................................13
Active listening strategies.............................................................................. 14
Asking for and giving repetition and acknowledging......................................15
Taking messages............................................................................................... 16
Setting up appointments...................................................................................16
Are you available? – Revise the basics...........................................................16
Making arrangements....................................................................................... 18
Confirming arrangements..............................................................................19
Changing arrangements.................................................................................20
Voicemail........................................................................................................... 20
Voicemail greetings........................................................................................ 20
Voicemail messages....................................................................................... 22
Conclusie........................................................................................................ 22
Giving a presentation........................................................................................... 23
The opening...................................................................................................... 23
Phrases you need – the opening....................................................................23
The main body.................................................................................................. 26
Signposting.................................................................................................... 26
The ending........................................................................................................ 28
Summarizing and concluding.........................................................................30
Job skills................................................................................................................ 31
Job-seeking........................................................................................................ 31
Selling yourself............................................................................................... 31
1
, Choosing who to work for............................................................................... 31
Soft skills........................................................................................................ 32
Human Resources – Recruitment...................................................................32
Writing your CV.............................................................................................. 35
Business letters & letter of application..............................................................36
Business writing................................................................................................... 36
Gerunds en infinitives........................................................................................... 37
Conditionals.......................................................................................................... 37
2
, Telephoning
Introduction
Telephonophobia = telephone fear / telephone anxiety
A few points are worth pointing out before we start.
- Firstly, most of the language used on the telephone in the business
context is fairly restricted. There are numerous functions that recur
repeatedly in various phone calls. As a result, the language needed in most
situations is well within reach!
- The second point is that with increased practice, confidence develops and
so does efficient performance.
- The third is that it is possible to control what happens in a telephone
conversation, to ask the caller to call back, to ask for repetition, to ask the
other person to speak more slowly, to check and to summarise
information.
Preparing to make a phone call
Suggesting ways to prepare for telephone calls
Subconscious processes: Prediction / guessing what the other person might
say
Conscious processes:
1. Desk preparations
♥ Getting together any information I need (order, invoice …)
♥ Diary
♥ Notepaper and pen
♥ Documents on computer screen
2. Knowing what is going on
♥ Checking recent correspondence
♥ Understanding the situation
♥ Understanding the relationship
3. Think about your objectives
♥ What do you want from the call?
♥ What do you need to ask?
♥ What do you need to say?
Also:
- Prepare a list of questions you want to ask / topics you want to discuss.
- Prepare a good opening sentence.
- Try to find some information about the called person.
If you expect a call, think about what the other person will say or ask (=
anticipate, predict what might come up).
Check any relevant documentation or correspondence.
3
Inhoud
Telephoning............................................................................................................ 3
Introduction......................................................................................................... 3
Preparing to make a phone call...........................................................................3
Suggesting ways to prepare for telephone calls..............................................3
Structure of a phone call..................................................................................... 6
Picking up the phone and introducing yourself................................................6
Basic situations................................................................................................ 6
A formal way or a less formal way...................................................................6
Longer calls......................................................................................................... 8
The start of the call.......................................................................................... 8
The middle of the call....................................................................................... 8
The end of the call........................................................................................... 9
Summary.......................................................................................................... 9
Phrasal verbs for telephoning............................................................................11
Useful techniques.............................................................................................. 13
Conveying negative messages.......................................................................13
Active listening strategies.............................................................................. 14
Asking for and giving repetition and acknowledging......................................15
Taking messages............................................................................................... 16
Setting up appointments...................................................................................16
Are you available? – Revise the basics...........................................................16
Making arrangements....................................................................................... 18
Confirming arrangements..............................................................................19
Changing arrangements.................................................................................20
Voicemail........................................................................................................... 20
Voicemail greetings........................................................................................ 20
Voicemail messages....................................................................................... 22
Conclusie........................................................................................................ 22
Giving a presentation........................................................................................... 23
The opening...................................................................................................... 23
Phrases you need – the opening....................................................................23
The main body.................................................................................................. 26
Signposting.................................................................................................... 26
The ending........................................................................................................ 28
Summarizing and concluding.........................................................................30
Job skills................................................................................................................ 31
Job-seeking........................................................................................................ 31
Selling yourself............................................................................................... 31
1
, Choosing who to work for............................................................................... 31
Soft skills........................................................................................................ 32
Human Resources – Recruitment...................................................................32
Writing your CV.............................................................................................. 35
Business letters & letter of application..............................................................36
Business writing................................................................................................... 36
Gerunds en infinitives........................................................................................... 37
Conditionals.......................................................................................................... 37
2
, Telephoning
Introduction
Telephonophobia = telephone fear / telephone anxiety
A few points are worth pointing out before we start.
- Firstly, most of the language used on the telephone in the business
context is fairly restricted. There are numerous functions that recur
repeatedly in various phone calls. As a result, the language needed in most
situations is well within reach!
- The second point is that with increased practice, confidence develops and
so does efficient performance.
- The third is that it is possible to control what happens in a telephone
conversation, to ask the caller to call back, to ask for repetition, to ask the
other person to speak more slowly, to check and to summarise
information.
Preparing to make a phone call
Suggesting ways to prepare for telephone calls
Subconscious processes: Prediction / guessing what the other person might
say
Conscious processes:
1. Desk preparations
♥ Getting together any information I need (order, invoice …)
♥ Diary
♥ Notepaper and pen
♥ Documents on computer screen
2. Knowing what is going on
♥ Checking recent correspondence
♥ Understanding the situation
♥ Understanding the relationship
3. Think about your objectives
♥ What do you want from the call?
♥ What do you need to ask?
♥ What do you need to say?
Also:
- Prepare a list of questions you want to ask / topics you want to discuss.
- Prepare a good opening sentence.
- Try to find some information about the called person.
If you expect a call, think about what the other person will say or ask (=
anticipate, predict what might come up).
Check any relevant documentation or correspondence.
3
