article is by Company Class teacher Ivan Garth. First: study
the vocabulary in this activity: Telephoning
(with Spanish translations). Then, listen to the text in this
activity and put the words in the order that you hear them in:
Mayo 13: Disponible para clases particulares en su domicilio particular en Alcorcón.
If you prefer, simply listen and read the text below:
topic is about a very common business tool, the telephone, and about
all those wonderful tips I have found out there on the net. Although the widespread use of email has reduced its use, the phone is still a very
important tool for business communication, yet few people ever
do specific telephone skills training.
Now just think of all those important phone calls you have made
during the last month and well, the not so important ones too... Are you sure you're making the most of that time or could you improve?
always, I'm sure there's room for improvement,
but I'm not going to provide a full training course, but I will outline some interesting tips which you may use:
Smile - Smile when you pick up the phone, by smiling you'll
project a friendly and interesting voice which is always important.
Prepare - If the phone call is difficult or very important prepare it well before
calling. Think specially about what you want to achieve and the objections
that may arise.
at hand - Have all your resources at hand, don't
waste time and confuse your caller by looking for pens, info,
notes - Take notes and never interrupt
your caller. Your notes will help you come back to things you want to
say and remember the important details once the call has finished, but
never use the keyboard, it will make them feel you are not with them.
Agreements - In the end, repeat concisely what you have agreed on to avoid confusion. Your notes
will also be useful here.
be provoked - Stay calm in all situations, a friendly
response will calm down even the most beastly of creatures.
loudly and clearly - Although you should speak in a
low tone to avoid the shrillness of the phone, you
should get you voice across without confusion and speak into the mouthpiece and do not place the phone under your chin.
up gently - Although people say it's the first impression
that counts, there's no need to cause a bad last impression by slamming
down the receiver and causing a loud noise at the other end
of the line.
the telephone call is in English, I also recommend you pay special attention
to the preparation and think through the imaginary phone call to recreate
the situation. Also, make an effort to slowdown the conversation. It is
in your interest to set a slow pace to help you understand
and not get lost half way through the call. You can do this by first being
modest and asking the caller to speak slowly as English isn't your native
tongue and during the conversation speak slowly yourself and repeat information
as the person speaks, giving you that extra time to think and digest the
widespread - extendido skills training - formación de habilidades making the most - aprovechando improve - mejorar room for improvement - mejorable outline - apuntar, describir tips - consejos smile - sonreir objections that may arise - objeciones que puedan surgir there is no rush - no hay prisa calmness - tranquilidad confidence - confianza a touch too slow - un poco demasiado despacio just the right speed - justo la velocidad correcta don't waste time - no pierda el tiempo take notes - toma notas concisely - conciso avoid - evite shrillness - tono alto mouthpiece - micrófono del teléfono chin - barbilla slamming down the receiver - colgar con fuerza el auricular slow pace - paso lento
Garth - Business Talk Phone: +34.670.910.330.