Advertisements and office correspondence 5. Telephone conversation Vocabulary
promptly – right away; on time; as soon as possible; NOW! distinctly – to speak very clearly and without mistakes – in other words, no mumbling or stuttering
Did you know? It’s a skill to initiate
(start) and sustain (keep up) a proper telephone conversation. Tis skill can be improved if
you practise by asking appropriate questions, e.g. who, what, where,
when, why and how. Also practise how to respond to questions.
Challenge
Explain the meaning of the following: Be professional
on the telephone. Be tactful, discreet and respect confidentiality.
Many people prefer to do business communication via business letter, e-mail or fax. But to have a direct telephone conversation with the right person has many advantages. Some of the advantages are that it can solve problems, clear uncertainty instantly and save time.
A telephone conversation relies on voice only. How we speak is a reflection of ourselves as well as our workplace. We can hear a friendly, unfriendly, helpful, rude, effective or ineffective tone. So put a smile in your voice! We all know how frustrating it is if we cannot get through to the person we want to speak to or when we have to hold for a long time.
How to conduct a telephone conversation 1. Always answer promptly and warmly throughout the day. 2. Always introduce yourself – even if you phone someone that you know. 3. Make sure you are speaking to the right person. 4. Speak distinctly and into the mouthpiece. 5. Always say please and thank you. 6. Ask and answer questions in full sentences. See Did you know? 7. Clarify meaning where necessary. 8. Use simple language and pronounce words correctly. 9. Use the appropriate RST – register, style and tone. See Reminder. 10. Do not speak too loudly or too soſtly. 11. Never swear and don’t use slang or expressions like ‘whatever’ or ‘okey-dokey’.
12. Always stay polite – whether it’s early or late; whether you’re fresh or tired. 13. Put the phone down gently aſter you’ve said goodbye. 14. Convey messages promptly and accurately.
ACTIVITY 7 Reminder Register is the way we
use language in different contexts. Our register
will be different when we speak to our friend over the phone than when
we complain to a shop manager.
Style is the manner in which we speak. It’s our
word choice/language that makes our style formal; casual; humorous, etc.
Tone conveys the feeling or emotion in our voice, e.g. helpful; angry; irritated.
4. Polite tone
5. Introduce yourself, say please and thank you
Test your knowledge. Match the word/term in column A with the correct description in column B. Use a pencil. A. Word/term 1. Slang
B. Description
A. Good aſternoon, Carol. It’s John Manzi. Please tell Sibulela the book she ordered is at the library. She can get it on her way home. Tanks a lot.
2. Volume 3. Register and style
B. I’m very sorry you had to wait so long, Sir. Tanks for your patience. Mr Bobo’s line is now open. I’m putting you through.
C. I can’t hear you, Madam. Please repeat your surname. I still can’t hear you. Can you spell that for me, please? Tank you.
D. Sharp, sharp! I’ve got your order; so chill, bru! Our new couriers are cooking – you’ll have it by Friday. Tanks, hey!
E. Policeman in court, ‘Good morning, your Honour. You asked for the next witness. Here he is.’ ‘Hey you, move it! Come on! Move it!’
FutureManagers
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