Speaking: Professional telephone calls

Speaking skills
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Slide 1: Slide
EngelsMBOStudiejaar 2,3

This lesson contains 28 slides, with interactive quizzes, text slides and 2 videos.

time-iconLesson duration is: 60 min

Items in this lesson

Speaking skills

Slide 1 - Slide

Today

- Professional telephone calls
- How to speak politely in a professional setting

Slide 2 - Slide

Aims:

  • I'm more confident to speak English
  • I know how to make  professional telephone calls
  • I know how to use polite English

Slide 3 - Slide

What is going wrong in the video?

            YouTube video

           What's going wrong? 

Slide 4 - Slide

Slide 5 - Video

Let's hear it!
  • What did you notice?





Slide 6 - Slide

After training!

             YouTube video
            
            Improvements 

Slide 7 - Slide

Slide 8 - Video

What are the improvements?

Slide 9 - Open question

Professional telephone calls:

Slide 10 - Slide

Answering the phone:
  • Appropriate Greeting!
  • Your company's name   (your department)
  • Your name
  • How can you help?

Slide 11 - Slide

Answering the phone in a professional context. The right order. 
Good afternoon,
Beauty salon 'Bliss'
This is Melanie speaking
How may I help you?

Slide 12 - Drag question

When you make a call:
  • Appropriate greeting!
  • Your name
  • Your company's name   (your department)
  • The reason why you are calling 
  • What help do you need?

Slide 13 - Slide

You are an employee of a beauty salon 'Bliss'. You want to order some products. Write down how to start the telephone call

Slide 14 - Open question

Answer/ Example:
  • Good morning
  • This is Tonia speaking
  • I'm from beauty salon Bliss
  • I would like to order some hair products
  • Could you please help me?

Slide 15 - Slide

"Good afternoon, beauty salon Bliss. You're speaking with Helen, how may I help you?"
This person is:
A
Making a telephone call
B
Answering a telephone call

Slide 16 - Quiz

As an employee.
How would you order beauty products politely (beleefd)?

Slide 17 - Mind map

How to ask something politely
Useful vocabulary:
  • Excuse me, ...
  • Could I ... 
  • Would you be so kind, ...
  • May I ask ... 
  • (Do you know more examples?)

Slide 18 - Slide

Time to practice: speaking exercise
  • Team up with a partner
  • Pick a topic and a context from the list
  • Decide who is the employee and who is the client
  • Think about what you want to say
  • Remember this is a professional telephone call
  • Play your roles. As if it were in real life
  • Switch roles
  • (You are allowed to make up your own topic and context)

Slide 19 - Slide

Ik heb de opdracht begrepen en ik kan aan de slag
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Slide 20 - Poll

Tips and tricks:
  • Don't know the right word? describe it (look it up!)
  • Stick to your roles
  • Don't be too hard on yourself
  • You're allowed to make mistakes
  • When the clock is running > Speak English!

Slide 21 - Slide

Time to practice: speaking exercise
  • Team up with a partner
  • Pick a topic and a context from the list
  • Decide who  is the employee and who is the client
  • Think about what you want to say
  • Remember this is a professional telephone call
  • Play your roles. As if it were in real life
  • Switch roles
  • (You are allowed to make up your own topic and context)
timer
10:00

Slide 22 - Slide

How did you perform?
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Slide 23 - Poll

Can you say something about:
  • Your role as an employee
  • Your role as a client 
  • Your Fluency
  • Your Pronunciation
  • Your English

Slide 24 - Slide

Aims:

  • I know how to make professional telephone calls
  • I know how to use polite conversation
  • I'm more confident to speak English

Slide 25 - Slide

Name one thing that you've learned from this lesson

Slide 26 - Mind map

Hoe voel je je?
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Slide 27 - Poll

Thanks! See you next week!

Slide 28 - Slide