Currently Browsing: Phone Call Skills

Phone Call Skills

Today’s

Vocabulary

(1) Rising Intonation: When your voice goes up. We use it for different things, but one reason for rising intonation is to tell the listener you don’t understand.

Pardon?↑

(2) Confirmation Email: An email sent to make sure you understand.

Send them a confirmation email to make sure they know about Friday’s meeting. It’s very important. I don’t want them to forget.

(3) Out of the office: Gone. Not in the office.

I’ll be out of the office until Thursday. Please contact me after then.

Today’s

Questions

1. Who answers the phone call?

a. Sherri.

b. Kevin.

c. Dennis.

2. How does Sherri make sure she has the correct information?

a. She repeats the information.

b. She says, “Is that right?”.

c. A and B.

3. How can you tell the listener you didn’t understand?

a. Send a follow-up email.

b. Use rising intonation.

c. A and B.

7________________________

Phone Call Skills

________________________

Phone_Systems

By Jeremy Schaar

Last week I presented some strategies you can use if someone doesn’t understand you. First you ask them to repeat themselves. Then you need to check if you understood.

In order for someone to repeat themselves, you can say things like “Pardon?” or “Sorry, what was that?” Make sure to use rising intonation when you say them. That means that your voice should go up. That will tell the listener that you didn’t understand.

Next, you want to make sure that you understood. You do this by repeating the information. You might even send a confirmation email later on. But during the conversation, you should first repeat the information. Then you can say something like, “Is that right?” or “Did I get that right?”

Let’s look at an example:

A: International Technical Group, Sherri speaking. How may I help you?

B: Hello, may I speak with Kevin Brown?

A: I’m sorry. Kevin’s out of the office until next week. Could I help you?

B: Oh that’s right. He just got married. Could you just let him know that Dennis called?

A: Sorry? What was that?

B: Dennis. Could you let him know that I called?

A: Sure. I’ll let him know Dennis called. Is that right?

B: Yes. Have a nice day.

A: Thanks. You too.

Want more practice? Got questions? Comment on the blog, Facebook, or Twitter.

CHECK YOUR ANSWERS!

Answers To Today’s Questions

A, C, B

——————————————

You Can Do It All Yourself But You Dont Have To

Phone Call Skills

Today’s

Vocabulary

(1) Pardon: Used to ask someone to repeat something.

Pardon me? I didn’t understand. Could you repeat that?

(2) To check: To learn if something is ok.

I have to go back to the office and check if all the papers are ready for tomorrow’s meeting.

(3) Confirmation: Knowledge

Stop being nice. Tell him directly that she has to improve or find another job.

Today’s

Questions

1. How can you get someone to repeat what they said?

a. Tell them that you’re sorry.

b. Say sorry or pardon with rising intonation.

c. Say sorry or pardon with falling intonation.

2. How can you check if you understood?

a. Repeat the information.

b. Ask them to repeat what they said.

c. A and B.

3. How can you get confirmation?

a. Ask, “Is that right?”.

b. Send an email follow-up.

c. A and B.

7________________________

Phone Call Skills

________________________

Phone_Systems

By Jeremy Schaar

When English is your second language, talking on the phone can be pretty hard, right? Actually, talking on the phone is always harder than talking when you can see the person. On the phone, you can’t see a person’s face. It’s so much easier to misunderstand someone.

So, what can you do if you don’t understand? Today, let’s look at a few, polite ways to check your understanding.

First off, you might want the person to repeat what they said. You can say:

  • Sorry?
  • Pardon?
  • Sorry, could you repeat that?
  • Sorry, what was that?
  • Pardon? I didn’t understand you.

Note that your voice should go up when you say sorry or pardon. This will tell your listener that you didn’t understand. In fact, just making a sound that goes up can be enough.

Simple, right? Well, unfortunately, saying those things often doesn’t work. The person repeats what they said. Or they say it in a different way. But you still don’t understand. Or, you might understand, but you’re not sure.

Well, you have to check to see if you understand and get confirmation from the other person. How can you do that? First say that you’re going to check if you understood. Then repeat back the information. Then ask if you understood well.

Let’s assume that the information is that the meeting is on Tuesday at 9:00am. Here are some examples:

  • Let me see if I understood. You said that the meeting is on Tuesday at 9:00am, right?
  • Do I have this right? We’ll meet on Tuesday at 9:00am.
  • I think you said we’ll meet on Tuesday at 9:00am. Is that right?

Next week, we’ll look at some example calls. Want more practice? Got questions? Comment on the blog, Facebook, or Twitter.

CHECK YOUR ANSWERS!

Answers To Today’s Questions

B, C, C

——————————————

You Can Do It All Yourself But You Dont Have To