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Speak English Professionally Coursera with engsub – Lesson 8: Let’s Learn Telephone Language

Speak English Professionally Coursera with engsub – Lesson 8: Let’s Learn Telephone Language


[MUSIC] Welcome to Module Three of
Speak English Professionally. In person, online, and on the phone. [SOUND] Wait a minute. I’ve got to see who this is. Okay, good, it’s not my boss. And you probably have a phone like this,
too. You may even be using your phone
to take this class, right? But how often do you
actually talk on the phone? While you may not use your phones for
talking as much as you do for texting, surfing the web, and listening to music, phone conversations still play
a vital role in today’s work world. So in this module, Powerful Phone Talk,
we’ll review, practice and acquire language and pronunciation skills
to speak English clearly on the phone. And because you’ll be speaking to
people from different cultures, we’ll look at phone practices to improve
understanding and avoid misunderstandings. In lesson one we’ll identify and
classify typical phone vocabulary and expressions for introductions and
closings, making and responding to requests, and
clarifying information. In lesson two you will practice and
develop your pronunciation of numbers and the modals can and can’t. This will make it easier for
you to speak on the phone and make your speech easier to understand. Finally in lesson three you will devise
and practice question and answers for a variety of phone conversations in
different settings and situations. Let’s begin this lesson with
telephone language for introductions. When you begin a phone
conversation with someone new, it’s important to state your name,
who you are, and the purpose for the call. If you already know the person,
just your name and purpose will do. The same introduction is appropriate
if you have to leave a message.>>[SOUND] Hello, this is Ben Robinson.>>Hello, this is Jerry Russell. I work at ABC Company, and
I’m calling about my order.>>Good morning. My name is Suzy Lee with Georgia Tech. I heard your presentation
at the conference, and I would like to discuss it with you.>>Hello, this is Olivia Moore from Dr.
Brown’s office. I’m calling to confirm your appointment.>>Now that you’ve started the
conversation, what do you do to continue? Each of these expressions show that you
need more information, or have a request.>>Hello this is Jerry Russel. I work at ABC company and
I’m calling about my order. Could you please confirm
the delivery date? Could you give me more
information about this? Do you have a minute to review this? Would you mind going over this with me?>>And you can use these expressions to
respond if the other speaker asks you for information or has a request for you. First, let’s look at
the different ways to say yes.>>Yes, I’d be happy to. Certainly, what would you like to know? Of course. Not at all.>>Now there may be situations when
you need to reject a request or you don’t have an answer for the request,
so here’s some polite ways to say no.>>I’m sorry,
I’m unable to confirm at this time. I’ll get back with you as soon as I can. Unfortunately, I’m not
able to at this time. Could I call you back? Sorry, I’m busy right now, but
will be happy to call you back.>>Now I’m going to describe
a typical phone event. You’ve called someone new. You’ve made the initial contact,
you’ve asked for information or responded to requests, and
everything is going smoothly. Then, suddenly, you can’t understand
what the person is saying. It might be a problem with the phone or
connection. Or there might be too much noise around
you, maybe it’s a language problem, or because you can’t see the other person. Whatever the reason an easy conversation
has now become a difficult one. It just makes you want to hang up. But don’t panic and don’t hang up. In these cases just ask for
repetition or clarification. Likewise, the other speaker might
ask you to repeat or clarify. As I mentioned in module two, when you
clarify, you make something clear or easier to understand. Asking for repetition or clarification
is a normal part of phone conversation. So don’t be shy to do so. Here’s what you can say.>>I’m sorry. I missed that. What did you just say? Excuse me. I didn’t catch what you just said. Could you say it again please? Sorry. I’m not sure I understand. What does that mean?>>And once you have asked for
repetition or for clarification. Here’s the response.>>Let me explain. I’d be happy to. Certainly, what I mean is.>>Finally, let’s talk about what language
to use when you close a conversation. Use a professional, friendly
expression that let’s the other person know you’ve enjoyed the call and
want to continue the relationship.>>Thanks so much. I look forward to speaking with you again. Goodbye.>>It’s been great talking to you. Thank you. Goodbye.>>I’ve enjoyed this conversation and
hope we’ll talk again soon. Goodbye.>>While the role of the telephone is
changing and will continue to change, speaking well on the phone
is still important. Efficient, productive phone calls
today involve clear introductions and exchange of information, no
misunderstandings, and friendly closings. Put all of the this together and your business phone calls with have the
potential to contribute to your success. [MUSIC]

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