Chapter 7

TWELVE TELEPHONE TIPS

1. Email ahead if you want to make sure the other person has time to prepare
for the call.
2. Make sure you have with you all the documents you will need before you
dial the number.
3. The other person may not understand you easily, so try to speak slowly
and CLEARLY.
4. The other person cannot see your reactions, so always CONFIRM that you
have (or have not) understood each point that is been made.
.
5. The other person cannot see what a nice person you are, so make sure you
sound POLITE and AGREEABLE.
6. The other person has not got all day, so make sure your call is BRIEF.
7. The other person is getting an impression of your business while talking
with you, so make sure that you sound EFFICIENT your business image
may be at stake, even if you are just taking a message.
8. Do not rely on your memory: make notes during a call and rewrite those
notes immediately afterwards as a record of the call.
9. Smile while you are talking. Your listener can hear your smile.
10. Do not try to be funny you may be misunderstood.
11. Do not interrupt the other person: let them finish speaking before you say
what you need to say.

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12. Send a follow-up fax or email to confirm any important details (especially
prices and numbers), so that you both have a written record of them.
Adapted from: Stephanie Jones. 2010. BUSINESS BASICS I for the English Everywhere Language
Research Lab: English Everywhere.

Comprehension Questions
1. Is it OK to bring needed documents after dialing the number?
2. Should you take notes during a call instead of relying on memory?
3. True or False: You do not have to smile because the other person cannot see
you.
4. When should you interrupt the other person when they are talking?
5. Which do you think are the five most important tips?
6. Which tips do you disagree with?
7. What aspects of telephoning in English can be improved by more practice?
8. Which points do you feel least confident about when using English on the
phone?

WRITING
Writing Business Memo
What is memo?
A memo is usually written to inform current information or to request recipient
to do something, such as attending a meeting or changing a current production
procedure. Memos are useful in situation where e-mails or text messages are not
suitable.
Purpose of a Memo
A memo is used as a written reminder or to convey a short proposal or some
basic information. A memo format is generally short consisting of between one

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and four sentences. A longer format might consist of several paragraphs but
should never exceed one page in length. If the information you need to
communicate exceeds one page, it is better to write a report. In these instances a
simple memo can be used to introduce a report which would be attached to the
memo.
The generic structure of memo:
1. Date
2. Recipient
3. Sender
4. Subject
5. Greeting
6. Content
7. Closing

Example

MEMO
Date : January 21, 2016
To : Secretary
From : Head of Language Center
RE : Urgent Meeting
Good afternoon,
I have important information from the Rector of
Muhammadiyah University of Sukabumi and I have to convey it
to all the staff of Language Center. I need your help to tell the
staff to have meeting with me tonight after working at 7 PM in
the office. Thank you for the help.

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Activity 1

Write a memo based on the following situation.

1. You are the Headmaster of Vocational High School of Sukabumi. You have
an appointment to attend the meeting with all the staff and teachers at 12
tomorrow, but accidently, you are asked by the head of education
department to go to Surabaya in order to follow the seminar of education
this afternoon. So you have to tell it to your secretary via memo!
2. You are the Ministry of Tourism. You just have received a call from the
president to discuss the staff exchange programs. You have to share this
information to all your staff to make preparation by writing a memo.

SPEAKING

Telephoning

Speak clearly Do not speak too fast Confirm what you have understood
Be polite Be efficient Listen carefully

Answering the phone

speaking.

e moment please, I'll see if Mr. Jones is available.

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Asking for someone

through to Mr. Jones, please?

Problems

dialed the wrong number.

tried to get through several times, but it's always engaged.

Putting someone through

sorry, there's no reply from Mr. Jones

Putting someone on hold

Asking someone to call back

, Mr. Jones is in a meeting

ll back later in the day?

Taking a message

Jones that you called

Jones rings you as soon as possible.
can you be reached?

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Dialogue on the Telephone
Staff : VIP Lounge. How can I help you?
Guest :
ride for my daughter.
Staff : Certainly ma
Guest : How about 10:00 AM?
Staff : Would you also like me to arrange transportation to and from the
ride?
Guest : That would be great
Staff : No trouble at all M
10:
Guest : S
Staff : See you at 10:00. Goodbye.

Note: Practice infront of the class with your pairs

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