Speaking: Professional telephone calls

• Engels
• MBO
• Studiejaar 2,3

Speaking skills

Today

- Professional telephone calls

- How to speak politely in a professional setting

Aims:

• I'm more confident to speak English
• I know how to make  professional telephone calls
• I know how to use polite English

What is going wrong in the video?

            YouTube video

           What's going wrong? 

Let's hear it!

• What did you notice?

After training!

             YouTube video
            
            Improvements 

What are the improvements?

Professional telephone calls:

Answering the phone:

• Appropriate Greeting!
• Your company's name   (your department)
• Your name
• How can you help?

Answering the phone in a professional context. The right order. 

Good afternoon,

Beauty salon 'Bliss'

This is Melanie speaking

How may I help you?

When you make a call:

• Appropriate greeting!
• Your name
• Your company's name   (your department)
• The reason why you are calling 
  
• What help do you need?

You are an employee of a beauty salon 'Bliss'. You want to order some products. Write down how to start the telephone call

Answer/ Example:

• Good morning
• This is Tonia speaking
• I'm from beauty salon Bliss
• I would like to order some hair products
• Could you please help me?

"Good afternoon, beauty salon Bliss. You're speaking with Helen, how may I help you?"
This person is:

1. Making a telephone call
2. Answering a telephone call

As an employee.
How would you order beauty products politely (beleefd)?

How to ask something politely

Useful vocabulary:

• Excuse me, ...
• Could I ... 
• Would you be so kind, ...
• May I ask ... 
• (Do you know more examples?)

Time to practice: speaking exercise

• Team up with a partner
• Pick a topic and a context from the list
• Decide who is the employee and who is the client
• Think about what you want to say
• Remember this is a professional telephone call
• Play your roles. As if it were in real life
  
• Switch roles
• (You are allowed to make up your own topic and context)

Ik heb de opdracht begrepen en ik kan aan de slag

😒🙁😐🙂😃

Tips and tricks:

• Don't know the right word? describe it (look it up!)
• Stick to your roles
• Don't be too hard on yourself
• You're allowed to make mistakes
• When the clock is running > Speak English!

Time to practice: speaking exercise

• Team up with a partner
• Pick a topic and a context from the list
• Decide who  is the employee and who is the client
• Think about what you want to say
• Remember this is a professional telephone call
• Play your roles. As if it were in real life
  
• Switch roles
• (You are allowed to make up your own topic and context)

How did you perform?

😒🙁😐🙂😃

Can you say something about:

• Your role as an employee
• Your role as a client 
• Your Fluency
  
• Your Pronunciation
• Your English

Aims:

• I know how to make professional telephone calls
• I know how to use polite conversation
• I'm more confident to speak English

Name one thing that you've learned from this lesson

Hoe voel je je?

😒🙁😐🙂😃

Thanks! See you next week!