What should we do if we aren't responsible for that issue?

Transfer to the corresponding department

A good telephone voice...

...is the same as your normal speaking voice.

Which one is correct?

Hello, Everbright Bank, this is Weiming. How can I help you?

Hello, Everbright Bank, it's Weiming. How can I help you?

Hello, this is Weiming from Everbright Bank. How can I help you?

Hello, Everbright Bank, it's Weiming. What do you want?

When you make a call, after you say your name, it's a good idea to...

...always ask how the other speaker is feeling.

...take a few moments to think about what you are going to say.

Which is the politest question?

I'm calling because I would like to talk to you about opening an account.

I'm calling because I want to talk to you about opening an account.

I'm calling because I need to talk to you about opening an account.

I'm calling because I want you to give me information about opening an account.

A good way to transition between small talk and important information is:

That's great. Look, I'm just calling to talk to you about...

I don't care how you are feeling. Just tell me about...

Now I want to talk about something serious.

That's lovely. Now, let's move on to talk about...

To control a conversation you can...

...ask the speaker to speak slowly and clearly.

...interrupt politely and ask the speaker to clarify.

...make sure you confirm important information at the end.

If there is silence on a phone call, something you can say is:

Okay, is there anything else I can help you with?

A polite way to end a call is:

Well, I think that's about all. I hope to speak again soon.

That was great and I can't wait to speak to you again soon.

I've had enough and I'm hanging up now.

When you take a message:

Communicate that you will make sure you will give the message to the recipient

Take all relevant information, including name and number

If you are speaking to someone who is angry or upset...

...show empathy to help calm them down.

...ask them to explain why they are angry.

It's good to communicate by phone instead of email when...

...the information is emotional or sensitive.

...you need to speak to someone overseas.

...you are angry about something.

Maura: Is Denny in? Diara: .... . Can I take a message? Maura: No, I'll call him back.

I'm afraid he's out at this time

"This is Peter speaking. Can I speak to Queenzy, please." "...."

Certainly, hold on a minute, I'll put you through.

I'm sorry, he was out of house at that time.

Sure. Wait a minute. I'll take your message

Our manager is busy right now. He will have a meeting in a half hour

What can we infer from the conversation? "Is Mr. Teddy in?" "In an hour you say?" "at ten this morning. Oh dear." "No thank you. I'll call again."

The secretary wants to receive a message from the caller

Mr Teddy will come in two hours

My boss says, "Please call me back after 7!" It means....

the boss says to call him back after 7

the boss said that he called after 7

The boss says not to call him after 7

The boss says if he calls me after 7

Mr. Jack asked, "Don't come to room 1!" What does Mr Jack say?

He asked us not to come to room 1

Mr Jack said us that he comes to room 1

Mr Jack said that he doesn't come to room 7

Hughes: "Are you interested in reading riddle stories?" Me: "Yes? I can't hear your voice. It's noisy here." Harvey: Hughes asks you ....

if you are interested in reading riddle stories.

whether she was interested in reading riddle stories

Hughes: "Are you interested in reading riddle stories?" Me: "Yes? I can't hear your voice. It's noisy here." Harvey: Hughes asks you ....

if you are interested in reading riddle stories.

whether she was interested in reading riddle stories

Sandra wants to know, "Does Silvia go to bed before nine everynight?" It means Sandra wants to know ....

if Silvia goes to bed before nine everynight

Wheteher Silvia went to bed before nine everynight

If Silvia went to bed before nine everynight

Whether Silvia doesn't go to bed before nine everynight

Ahmad: I met Ms. dewi yesterday. She said .... Yahya: I will ccollect their money for the photocopy.

that she has some paper to be copied

if she has some paper to be copied

whether the papers are to be coppied

A : Can you tell me when he will be in? B : Probably around 4 pm. A : Alright, can you tell him I will call again later then. Thank you. B : ____________________________________ [4.3.1]

b. Sure. I will pass the message to him. You’re welcome. Goodbye.

c. I will let him know to call you back. Bye.

How long should a person be placed on hold?

You should never put someone on hold.

What facial expression should you have when speaking on the phone?

it doesn't matter, they can't see you

If a person calls and says it is a medical emergency, what should you do?

Call 911 for them while they are on the line to ensure they got connected.

Put them on hold and go get the physician

At the end of the call you should:

allow the other person to hang up first

Workplace etiquette......

is a code that governs the expectations of social behavior in a workplace.

is old fashioned and doesn't apply anymore.

only applies in face to face situations.

only applies with electronic communication such as social media, e-mails, and telephones.

What is nonverbal communication?

Using body language, gestures, voice quality, and facial expressions when communicating

Using words to transmit information

Which of the following could be considered "good" manners while at work?

having respect while others are speaking

respecting rules of the business

receiving telephone calls

Authored by Shauna Solomon

Business

12th Grade

CCSS covered

Used 15+ times

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49 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which one is a formal greeting?

Good morning!

Hey!

Morning!

Hi!

Tags

CCSS.RL.9-10.4

CCSS.SL.11-12.6

CCSS.SL.9-10.6

CCSS.W.11-12.1D

CCSS.W.11-12.2E

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When music sounds, we are in a...

call on hold

transfered call

preferential call

informal call

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which one is an informal conversation?

Between friends

Between parents and children

Between university students

All of them

Tags

CCSS.RL.2.6

CCSS.RL.8.3

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Choose the correct answer!

Have a wonderful day, bye!

Bye bye!

See you!

Have a nice weekend, dear!

Tags

CCSS.RL.2.6

CCSS.RL.8.3

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Choose the incorrect answer!

Sure, I can help you with that.

Okay, I'd be happy to assist you with that.

Okey, I'd be happy to help you with that.

Sure, but I can't help you with that..

Tags

CCSS.RL.9-10.4

CCSS.SL.11-12.6

CCSS.SL.9-10.6

CCSS.W.11-12.1D

CCSS.W.11-12.2E

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Choose the correct order!

Take ownership/ your name / anything else?

Solve the problema/ thank you / goodbye

thank you/ name of the company/ goodbye

Name of the company/ your name/ offer help

Tags

CCSS.L.1.6

CCSS.L.3.6

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which is the step for the next sentence?
I'll try to do my best to solve the problem

Take ownership

Greetings

Solve the problem

Anything else?

Tags

CCSS.L.1.6

CCSS.L.3.6

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receiving telephone calls

Which one is a formal greeting?

When music sounds, we are in a...

Which one is an informal conversation?

Choose the correct answer!

Choose the incorrect answer!

Choose the correct order!

Which is the step for the next sentence?I'll try to do my best to solve the problem

What should we do if we aren't responsible for that issue?

Which is the accepted one?

A good telephone voice...

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Popular Resources on Wayground

Discover more resources for Business

Which is the step for the next sentence?
I'll try to do my best to solve the problem