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    Modul 4-English For Business Conversation and Presentation

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    Rifqi Al Ghifarie
    This document is a module on making phone calls for a business English course. It contains 3 paragraphs: 1) It introduces the topic of making business phone calls and covers expressions for answering the phone, introducing oneself, asking for someone, and common problems that may occur. 2) It provides sample dialogues of taking and leaving messages on the phone. 3) It discusses how to handle customer complaints over the phone, including listening without interrupting, sympathizing without accepting liability, and never showing irritation.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Modul 4-English For Business Conversation and Presentation

    Uploaded by

    Rifqi Al Ghifarie
    359 views12 pages
    This document is a module on making phone calls for a business English course. It contains 3 paragraphs: 1) It introduces the topic of making business phone calls and covers expressions for answering the phone, introducing oneself, asking for someone, and common problems that may occur. 2) It provides sample dialogues of taking and leaving messages on the phone. 3) It discusses how to handle customer complaints over the phone, including listening without interrupting, sympathizing without accepting liability, and never showing irritation.

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    Modul 4-English for Business Conversation and Presentation

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    This document is a module on making phone calls for a business English course. It contains 3 paragraphs: 1) It introduces the topic of making business phone calls and covers expressions for answering the phone, introducing oneself, asking for someone, and common problems that may occur. 2) It provides sample dialogues of taking and leaving messages on the phone. 3) It discusses how to handle customer complaints over the phone, including listening without interrupting, sympathizing without accepting liability, and never showing irritation.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    359 views12 pages

    Modul 4-English For Business Conversation and Presentation

    Uploaded by

    Rifqi Al Ghifarie
    This document is a module on making phone calls for a business English course. It contains 3 paragraphs: 1) It introduces the topic of making business phone calls and covers expressions for answering the phone, introducing oneself, asking for someone, and common problems that may occur. 2) It provides sample dialogues of taking and leaving messages on the phone. 3) It discusses how to handle customer complaints over the phone, including listening without interrupting, sympathizing without accepting liability, and never showing irritation.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 12

    MODUL PERKULIAHAN

    Mata Kuliah English for


    Business Conversation and
    Presentation

    Modul 4:
    Making a Phone Call

    Percakapan telepon yang berkaitan dengan bisnis

    Fakultas Program Studi Tatap Muka Kode MK Disusun Oleh


    Bahasa Program 07710107 Dede Ismail, S.S., M.Hum
    Studi
    Inggris S1
    Bahasa
    04
    Abstract Kompetensi

    Bab ini mengeksplorasi percakapan telepon dalam Mampu mempraktekan percakapan


    bahasa Ingris Bisnis, di antaranya Expressions Used telepon dalam bahasa Ingrris Bisnis.
    in Business, dan dealing with customer complaints:
    using Appropriate Register.
    4 TELEPHONING

    Preparing a phone call

    Taken from Simon Sweeney’s

    12 English for Business Conversation and


    2 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Taken from Simon Sweeney’s

    Telephone language and phrases in English


    Answering the phone
    Good morning/afternoon/evening. York enterprises. Elizabeth Jones speaking. Who’s
    calling please?

    Introducing yourself
    This is Paul Smith speaking.
    Hello, this is Paul Smith from Speakspeak International.

    12 English for Business Conversation and


    3 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Asking for someone
    Could I speak to John Martin, please?
    I’d like to speak to John Martin, please.
    Could you put me through to John Martin, please?
    Could I speak to someone who. . .

    Explaining
    I’m afraid Mr. Martin isn’t in at the moment.
    I’m sorry, he’s in a meeting at the moment.
    I’m afraid he’s on another line at the moment

    Putting someone on hold


    Just a moment please.
    Could you hold the line, please?
    Hold the line, please.

    Problems
    I’m sorry, I don’t understand. Could you repeat that, please?
    I’m sorry, I can’t hear you very well. Could you speak up a little, please?
    I’m afraid you’ve got the wrong number.
    I’ve tried to get through several times but it’s always engaged.
    Could you spell that, please?

    Putting someone through


    One moment, please. I’ll see if Mr. Jones is available.
    I’ll put you through/ I’m putting you through
    I’ll connect you/ I’m connecting you now.

    Taking a message
    Can I take a message?
    Would you like to leave a message?
    Can I give him/her a message?

    12 English for Business Conversation and


    4 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Audio 1

    Taken from Simon Sweeney’s

    Dialogue:

    12 English for Business Conversation and


    5 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Then write the message in the notes below!

    Taken from Simon Sweeney’s

    Taken from Simon Sweeney’s

    12 English for Business Conversation and


    6 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Audio 2

    Taken from Simon Sweeney’s

    12 English for Business Conversation and


    7 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Write the dialogue in the box!

    Listen to the audio and complete the dialogue based on the story below:

    Audio 3

    12 English for Business Conversation and


    8 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Taken from Simon Sweeney’s

    12 English for Business Conversation and


    9 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Taken from Simon Sweeney’s

    Handling Customer Complaints: Using Appropriate Register

     The following sentences are part of a customer complaint on the telephone.


    1. Put them in the correct order. What question do you think is being answered in each
    case?
    a. Yes please, it's about a waterproof jacket I bought last year.
    b. Thank you for your help.
    c. Could you put me through to Customer Services please?
    d. I washed it according to the instructions on the label and now it's leaking.
    e. I bought it in your branch but I don't live in the area. Can I return it to my local
    branch?
    f. I realize it's no longer under guarantee but I don't think a quality item should wear
    out so quickl y.

    2. Listen and check your answers.

    12 English for Business Conversation and


    10 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    3. Match 1-6 to a-f to form complete sentences.

    1) I can fully appreciate……… a. accessing your details on my screen.


    2) Do you happen ........... b. credit your account straight away.
    3) I'm just ...... c. your frustration, Mr Miller.
    4) If you'd like ........ d. for any inconvenience you've suffered, Mr Hall.

    5) I'll ........ e. to bear with me a moment.

    6) I do apologize ….... f. to have your reference number?

    4. Listen and check your answers.

    Dealing with customers and their complaints

    1. Allow angry customers to express their feelings without interrupting them.


    2. Try not to take their complaints and criticisms personally.
    3. Never argue with a customer.
    4. Look or sound concerned. Show that you are listening.
    5. Sympathize without accepting liability.
    6. Never show your irritation or lose your temper.

    12 English for Business Conversation and


    11 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail
    Daftar Pustaka
    Sweeney, Simon. 2000. English for Business Communication. Cambridge University Press.

    MacKenzie, Ian. 1997. English for Business Studies (A Course for Business Studies and
    Economics Students). Cambridge University Press.

    Naunton J. 2003. Head for Business Intermediate. Oxford University Press

    12 English for Business Conversation and


    12 Presentation Modul 4 Biro Akademik dan Pembelajaran
    http://www.widyatama.ac.id
    Dede Ismail

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