ADVANCED COMMUNICATION LESSONS 4 & 5
BUSINESS ETIQUETTES
LEARNING OUTCOMES
- Understand the telephone essentials
- Answer the phone and leave messages
- Perform telephone English activities
- Determine telephone languages
- Apply appropriate telephone conversations
- Understand conversation rules
- Create a business card
CONTENT AND DISCUSSION
1) TELEPHONE CONVERSATION
KEY TELEPHONE PHRASES
Here are some typical phrases that you can use in a telephone conversation:
Answering the phone • Hello? (informal)
• Thank you for calling (Company name).
(name) speaking. How can I help you?
Introducing yourself • Hey Jon. It’s Dianne calling. (informal)
• Hello, this is KC Reyes calling.
Asking to speak with someone • Is Jam in? (informal)
• May I speak with Mr. Reyes, please?
Connecting someone • Hang on one second. (informal)
• One moment please. Please hold and I’ll put you
through to his office.
Making special requests • Could you please repeat that?
• Would you mind spelling that for me?
• Can you speak up a little please?
Taking a message for someone • Marvin’s not in. Who’s this? (informal)
• I’m sorry, Marvin’s not here at the moment. May I ask
who’s calling?
• He’s on lunch right now. Who’s calling please?
Leaving a message with someone • Yes, can you tell him his wife called, please.
• No, that’s okay, I’ll call back later.
Confirming information • Okay, I’ve got it all down.
• Let me repeat that just to make sure.
Finishing a conversation • Thanks for calling. Bye for now.
• I’ll talk to you again soon. Bye.
Answering the Phone in the Workplace
Direction. How do you answer the phone? Tick what you do.
greet the caller
say your name
say your company’s name
say your department’s name
say your telephone number offer to help the caller
TELEPHONE
ENGLISH
Speaking on the phone is one of the most
common types of communication for many of us.
In the workplace, you’d be dealing with this type
of conversation. The typical language used in this
kind of conversation is the second language,
English.
Building your confidence on the phone will give
you an advantage among the others. What you
must understand is that telephone conversation
requires plenty of listening practices, which is a
language skill
that people usually have a hard time with. In this topic, you would learn certain rules in having
telephone conversations that would help you in the workplace.
Read the article. Why do you think it is important to smile? Write your answer here:
_____________________________________________________________________________
John Hughes, Telephone English 2010
Several conversations are carried on our mobile phones. Same as when we communicate with people
face-to-face or on the telephone, we need to follow certain rules as below:
1) BE CLEAR – Practice or write down what you are going to say. Take a few deep breaths before
you make a phone call.
2) BE SURE YOU UNDERSTAND – Ask the caller to repeat himself. Keep your phone in a quiet
place so you can focus on the call. You can ask the caller to repeat information if you don’t
understand.
3) PRACTICE WITH A FRIENDS – You can practice talking on the phone with a friend.
4) PRACTICE DATES & NUMBERS – In AE (American English, the number 0 is pronounced as ‘zero’,
while in BE (British English) it can be said as ‘oh’. Repeated numbers are said individually in AE,
such as ‘four four’ instead of ‘forty four’ or ‘double four’ (BE).
5) LEARN TELEPHONE ETIQUETTES – Study the telephone etiquettes below.
TELEPHONE ETIQUETTES
Oftentimes phone calls are in concern with important contacts to get them on board for a face-to-face meeting.
Thus, appropriate telephone etiquette can ensure a convincing conversation for a direct meeting or other
purposes.
Keep in mind the time.
Always consider this when you are calling your clients or colleagues. For both, you need to maintain business
hours etiquette. In addition, be familiar with your client’s operation timings to avoid calling right at the closing
time.
Always ask for permission.
When you have the contact of your client or customer, it does not mean you also have permission to make a
call. Always consider asking for permission before and if it is the right time to talk after taking a conversation
over calls.
Speak clearly and politely.
Always avoid a muffled voice, heavy breathing, or eating something while speaking on the call. This makes a
clear conversation which grows the interest of the person on call and leads to correct information exchange.
2) CONVERSATION RULES
The word ‘conversation’ is derived from the Latin word which means ‘to move around with’. In the
workplace, you will be engaged with different conversations. The conversation depends typically on the
person you are talking to, the situation, and the purpose. Nevertheless, to be able to be prepared,
according to Alan Barker in 2016, you need to follow some basic rules, and these are the following:
Rule one: One Speaker at a time
This is the first golden rule of a good conversation. You need to take turns to speak and to listen.
a. come in on cue
b. show that you’ve been listening
c. whatever you say has to be relevant
Rule two: Assume Meaningful Intent
You need to assume that the speaker wants to say something meaningful to you. You need to
ignore any mistakes the speaker makes, and you will fill in the gaps between their words.
Rule three: Keep the conversation on TRAC
You need to check for the Truth, Relevance, Adequacy, and Clarity.
3) EXCHANGING BUSINESS CARDS
There are several phrases that you can use to ask for your client’s details and offer yours in return
especially when making new business contacts. It is useful to know how to ask for he contact
information from a client or co-worker. One of the ways is to offer your business card.
A business card is a small card identifying a person in connection with his or her business, given to a client,
potential customer, etc. The card measures 2 inches by 3 inches. The business card shows the overall image of
the company as well as the professional image of what people will remember of you
TIPS
a. Use your logo as the basis. Make it
the largest element on the card.
b. Keep it simple.
c. Do include the essentials--your
name, title, company name, address,
phone and fax numbers and e-mail
address--and make sure your name
and business name are immediately
identifiable.
d. Make sure the typeface is easily
readable.
e. Stick to one or two colors.
f. Make sure it's easy to read.
What you see below is what a normal business card looks like. But you can always design it however
you want it to look like as long as it looks professional. Make sure your business cards contains all the
important details about your, your company, your position and contact details.
NAME
JOB TITLE
ADDRESS
WEBSITE
COMPANY NAME
PHONE NUMBER
4) SMALL TALKS
In the workplace, it is normal
that people make ‘small talks’ in certain
situations. Small talk is a casual form of
conversation that ‘breaks the ice’ or fills
an awkward silence between people.
The most common type of people to use
small talk is those who do not know each
other. An example would be office
employees who may not be good friends
but work in the same department.
5) ELEVATOR PITCH
A personal elevator pitch is a quick
summary of yourself, It’s named for the
amount of time it should take to deliver
it—the duration of a short elevator ride
(roughly 30 to 60 seconds or 75 words).
Elevator pitches are sometimes thought to
be specific to an idea or a product, but you
can also use it to sell yourself as a
professional.
A good elevator pitch is important because it’s an effective way to demonstrate
your professional aptitude, strengths and skills. You can use your pitch to prepare for an
interview. From phone screen to in-person interview, you’ll be asked to provide a
summary of who you are, your background and what you want from your next job. The
elevator pitch can be a good framework as you’re planning your answer to the popular
interview question “tell me about yourself”.
WHEN SHOULD YOU USE AN WHAT MUST YOU DO?
ELEVATOR PITCH? • Speak naturally.
• Slow it down.
• At a career fair
• Use one pitch (but not all)
• During professional occasions.
networking or membership • Make it easy to understand.
• Take your time
events • Make it conversational
• For internal networking • Express confidence
• In your online profiles
YOUR TASK 1: Creating a Business Card
Your task is to create your own
business card. Make sure you follow
the tips in creating a business card.
RUBRIC FOR BUSINESS CARD
KEY CONCEPTS 5 4 3 2-1
Highly Effective Effective Developing Ineffective SCORE
CONTENT The student The student The student The student
demonstrates high demonstrates demonstrates some demonstrates limited
degree of considerable understanding of the understanding of the
understanding of the understanding of the lesson and task. lesson and task.
lesson and task. lesson and task.
5 points
CREATIVITY The student created an The business card looks The business card looks The business card
excellent output professional. It contains okay but requires minimal needs revision.
5 points following all the all the elements. editing.
elements needed in
creating a business card.
TOTAL
/10
YOUR TASK 2: Answer the following comprehensively.
1. Why is important to plan your message before making calls?
2. What are the advantages of engaging in small talks in the workplace?
LESSON SUMMARY
• In most workplaces, you can use polite but informal language to call your colleagues. But
when you are talking to clients or receptionists, you may need to use formal language on
the phone.
• In US English, the number 0 is pronounced as “zero” and repeated numbers are done
individually. While in UK English, many different pronunciations are possible for 0 and
rows of repeated numbers.
• Telephone conversation requires plenty of listening practices, which is a language
skill that people usually have a hard time with.
• Telephone conversation rules are be clear, be sure you understand, practice with a friend,
learn telephone etiquettes, and practice dates and numbers.
• The word ‘conversation’ is derived from the Latin word which means ‘to move around with’.
• A business card is a small card identifying a person in connection with his or her business,
given to a client, potential customer, etc. The card measures 2 inches by 3 inches.
• Status is the rank we have in relation to another person.
• Power is the control that we can exert over others.
• Role is a set of behavior that people expect from us
• Liking can become an emotional entanglement or even a fully pledged relationship;
dislike can turn a conversation into a long-term vendetta.
• Small talk is a casual form of conversation that ‘breaks the ice’ or fills an awkward silence
between people.
• A personal elevator pitch is a quick summary of yourself. It’s named for the amount of time
it should take to deliver it—the duration of a short elevator ride (roughly 30 to 60 seconds
or 75 words).