Surviving the First Month at Canadian Workplace
Lesson 4: Calling Around (Telephone Etiquette)

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To prepare for Lesson 4, skim through the lesson below and read Task 1 & Task 2. What are the functions and forms you may use to complete these tasks? Post your answer here.
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Lesson 4: Homework johnsonkunnel johnsonkunnel 0 3 Jun 16, 2015 by johnsonkunnel johnsonkunnel

Lesson 1: Task 1 (Listening and Speaking)

Pre-Task 1: In groups of three discuss:
  1. What is easier for you, talking face to face or talking on the phone? Why?
  2. What are the difference between calling a friend and calling someone from your workplace?

Pre-Task 2: As a class watch the video on making workplace telephone calls meaningful and memorable. Use point-form outline and take detailed notes.

Task: Work in groups of three (new employee, customer and supervisor). This is your first week at your new workplace. You are answering a regular customer at your company who has been following up with the employee from whom you have just taken responsibilities. You may have to place the call on hold to check information with your supervisor. Sit back to back to simulate telephone call and do the role-play.

Task Analysis: Watch / listen to a sample telephone call.
List five suggestions to improve Meera’s telephone etiquettes.

Post-Task Practice: Work with a partner and complete telephone conversation with the right questions. Use tag questions where appropriate. Click HERE to view the task.

Lesson 4:Task 2 (Reading and Writing)

Pre-Task 1: Work in groups of three. Use your notes from the training video you watched at the beginning of the class today and describe what changes you might make in your telephone skills.

Task: This is your first week at your new workplace. Your supervisor asked you to watch a training video (the one you watched at the beginning of the class today) to improve your telephone skills. Having watched the video, write an email to your supervisor summarizing what changes you are going to make when calling or answering customers.

Task Reporting: Instructor invites 3-4 learners to present their in-class writing to the class. Learners put their writing on document sharing camera ( ELMO), the class read the work silently and then the presenter shares his/her reflections.

Post-Task Analysis: Use a sample from a competent student with adequate forms and functions. Project the sample on the screen and get students to note complex sentences. Elicit other examples from the class.

Post-Task Practice: Complete the sentences with the most suitable phrasal verb.
  1. ‘The phone’s ringing.’ – ‘I’ll it .’
  2. Sorry, I’ve got to go now. I’ll you later.
  3. ‘Could I speak to Mr. Barring, please?’ – ‘I’ll you .’
  4. I tried to call you several times last night, but I couldn’t . There must have been something wrong with the lines.
  5. I was going to explain the details when suddenly we were .
  6. Could you for a moment. I’ll check the figures for you.
  7. Why don’t you his number in the directory?
  8. I was waiting for a couple of minutes but there was no answer, so I .
  9. Could you _ Harry _ ? I’d like to talk to him as well.
  10. Sorry, I can’t hear you very well. Could you __ ?

Optional homework: Visit the following website and complete the exercise. Check the answers after completing it.

End of Lesson 4: Go to Module 1: Lesson 05 (Getting Noticed)