The Telephone

This lesson plan demonstrates just how different the English Language is when compared to other languages. It highlights the use of voice tones and how they are applied to telephone conversations, this content can also be used when making conversation in general and not just on the phone.

Words are nothing without the correct tones, if you think that I can help with developing your conversational skills contact me today! Lessons do not require text books, paper or pens, just your voice, Skype and practice. There are no courses to book just have the practice when you need it!

Lesson plan

Topic: The Telephone



Time: 1 hour



Objective: for the student to acknowledge both formal and informal telephone structures and learn ho to apply the in various role play scenarios.















There are many different ways to engage in a telephone conversation. The first stage in this process is to greet, the following is shown in both formal and informal styles:



Informal



Hi

What's up?

Tell me

Yep

Yeah

It's ...... ( your name)



Formal



Hello

This is ....... Speaking how may I help you?

Hello.... This is ........( name of the company or department) my name is ....... How may I help you?

Hello, this is .........( your name) speaking



At this point, I want to highlight that it is not enough to just memorise the script, the difference in structures are separated by the applied voice tones. With ought the correct tones, the script is worthless.



Voice tones reflect emotion in the words that we use. They demonstrate concern, mood, anxiety, eagerness to help and it plays a very important role in how effective our sentences are both in work and outside work.



Take the example of a text book, it will teach you the grammar, structure and rules of a language, but it cannot teach you how to apply them effectively.



For the purpose of explanation let us us consider two very different people; Tom and Sarah. Tom has learnt from text books and although knows how to apply sentence constructions, cannot express himself and finds it hard to know the difference between formal and informal voice tones. The people who work with him often think that he is arrogant and his boss thinks that promoting him would only upset the team he works with.



Sarah has learnt how to apply the correct voice tones and although she is still on a learning curve with English as a second language has fantastic phone manner, her team think that she is a wonderful trainer and her line manager wants to give her more opportunity at work based on her communication skills, linked directly to the way she uses the tones in her voice. She is able to express herself and apply this skill on the telephone.



My classes are based on the real world, they train you how to recognise different situations and apply English identifying formal and informal structures. Most of this is done through voice training and role plays.



In every telephone all we have to confirm and this is done the following way:



Informal



Ok

Great

Fantastic

Thanks

Thanks for that

Right

Let's see

I see





Formal



That will be great

That is fantastic

Correct

Thank you

Thank you for that

Ok ( but a different voice tone applied depending on the conversation)



Again I want to highlight a point that informal structures are more animated in speech tones whereas formal structures can often be more monotoned.



To end a conversation



Informal



Kay

Ok

See ya

Ciao

Later

Take care











Formal



That will be great, hope to speak to you soon.

Hope to speak to you soon

It was great to speak with you today

Thank you for calling

If you should need anything, please do not hesitate to call me.

Thank you for your patience

Bye

Thank you for calling

Thank you again

You have been very helpful, bye





Role play scenarios:





You would like to know if your best friend Richard would like to join you for lunch today. He works in a bank in the financial district. Phone the bank ask to speak to your friend. Remember that you will first make contact with switchboard before you are put through to the correct department. Note that two structures may be used here.

You work at Smith Parsons legal office in London, the phone rings! You must answer using the correct structures. The client wants to find out more about how your office can assist with a legal issue of a non paying tenant.

You are at home and the phone rings, it's your friend and they want to know If you would like to go out to a party on Saturday night.





Summary:



We always apply different voice tones and sentence structures to different telephone calls, and conversations. This lesson will help you to recognise when and how to apply.

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