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Role play the call; you should role play being available to answer the call. 3.) Put the learners into pairs. Yet the supervisor, Raj Chauhan, just here six months, wants to have a little “performance discussion” with you. Ask about: his experience, pricing, availability, teaching style, etc. Instructions: 1. 1.) Never underestimate how much telephone etiquette affects the customers who contact your call center. Procedure. 1b For example, you can write on the board “hello” and “yeah?” then ask students which answer is the … And the levels, or language is pretty basic. Postal Code: M5R 1C9. Knowing how to talk on the phone is critical these days as a lot of communication takes place on the phone. There are certain thumb rules that we go by in Business. Make a new appointment. Many times, you may need to respond to unusual requests or remarks and think on the spot so you can respond as diplomatically as possible. Example Business Telephone Conversation: Role-Play . Telephone role plays. Mr. Smith: No, it looks like he's free then. When we telephone others, especially when we telephone business or other professionals for appointments, there is a purpose to our conversation. Your email address will not be published. 2.) For this task students need to know the vocabulary of formal telephone talk and business etiquette to keep the conversation going. Receiver Name Tags . Call his office and try to reschedule your appointment to next week. For many of us, our smartphones and tablets have become inexorably tied up with the way we operate in our daily lives - and as such, it can be hard to know when to put our devices in pockets, purses or book bags and perhaps even power them down. As an example for the business world, suppose a customer wants something you don’t have or offer, how can you repl… Elliot has recently designed your petshop’s webpage; however, there are two problems: 1) the page http://www.xyz-petshop.ca/contact/ has the wrong address. Student A: You have just moved to a new home. Explain why the company needs a good website. aireland. I teach many business English classes, so most scenarios are business-related. Here are a few examples. Try to sell Student A one of the following travel packages: (5a) You are a recruiter for a headhunting company. Try to schedule an appointment. Comprenez ce qu'est un bus de tourisme et examinez une brochure. Use the telephone skills role-play cards you find suitable/interesting. Mr. Smith: OK, I'll schedule that. You can’t accept it in this condition. Mr. Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that. You have decided to become an English teacher. Match. Below are 6 role-play scenarios for practicing telephone skills. You can practise role-plays and learn a proven framework to pass ANY role-play in our Role-Play Masterclass. The caller is connected, given information or told that they are not in the office at the moment. English Current recommends Grammarly as a learning tool to reduce English mistakes. Various scenarios are given and the learner must decide what he or she will do in each situation. You are a salesperson for Speedy Internet Services. The other students listen and then perform the role-play. Role play speaking activities aregreat for freeing students of their inhibitions and encouraging them to have fun with the English language. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. English.. Like the flexibility of these instruction/directions.. Knowing how some cultures are very conservative about online conversation…these seem interesting without being hotlines that get students into hot water…. You will be assigned one of the following scenarios by the course leader. Ms. Anderson tells Peter that there was a problem with the _____ from France, but that the earrings should arrive tomorrow morning. You're the receptionist at FunStuff Brothers, try to transfer the call to Kevin, but take a message when you find out Kevin can't take the call. 0 36,064 0. Eight Short Argument Role-plays Level: pre-intermediate - intermediate Aim: a speaking activity with emphasis on oral fluency; students role play a series of arguments that all take place on a hot summer’s day. Scenario #1: Customer is frustrated because the widget she ordered was dark purple instead of violet. You need more customers. These role cards present a series of simple situations for pre-intermediate and intermediate-level learners, working in pairs. (6b) You are a manager of an Italian restaurant, Marciano’s. Telephone … Author: Paul Kaye. Ask him to correct these mistakes as soon as possible. In other words, customer service is virtually everything. Role-playing refers to taking parts in a pretend situation to focus on specific English skills. Teaching Essential Business Phone Etiquette. Message … This role play helps participants understand how to approach clients or internal customers when they require additional time to complete the project. Ms. Anderson: Yes, this is Ms. Janice Anderson calling. You are Simon Vuong. Ms. Anderson: No, I think that's everything. Answer the phone at Evergreen College. You have been with your company for 15 years. How about 10? Avec « 30 scénarios coquins pour couple », venez vous amuser et casser la routine avec 84 pages de plaisir ! Time: 45-90 minutes, depending on the size of your class Preparation: 5 minutes (Print this page, cut the cards into strips, make copies of the Classroom Handout and at least glance at what the cards have to say.) You'd like to meet on Tuesday morning but can come in on Thursday and Friday as well. Mr. Smith: I'm afraid Mr. Franks is out of the office at the moment. The class is divided into two groups: callers and receivers. Call Joanne Fisher. That’s where role-play scenarios come in! Ms. Anderson (sales representative Jewels and Things): ring ring...ring ring...ring ring...Mr. Smith (Secretary): Hello, Diamonds Galore, this is Peter speaking. Telephone Calls: Phone practice is very important for students, as there are often external factors such as bad phone signal or background noise, which can make it harder for them to understand the conversation. Write. 2. Use the telephone skills role-play cards you find suitable/interesting. These role plays scenarios also serve to infuse fun in training. ... Before the class, prepare enough photocopies of the role cards for each pair of learners to try each role-play situation - there are 10 in all. Telephone role-play cards 1a You need to telephone your doctor. Phone Call Role Play CALLER: Hello Ms. Smith, I am Brian, a nurse from [Hospital]. A travers ceux-ci, vous pourrez vivre des histoires coquines qui vous permettront de gagner de l’expérience (XP) et vous feront découvrir de nouvelles choses. How about Thursday morning? Give each pair a set of Telephone Decide who will be Student A and Student B. ESL Role-play Cards (Intermediate/Advanced) – Set 1 (Note: Set 2 can be found here: English Telephone Skills Role-Play cards and Set 3 here: Role-play Cards Set 3) ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. The following are five free business etiquette training games that we have used for more than a decade with clients during our etiquette training courses and workshops. You are Ella Lau from LaRoche Ltd. The following business telephone conversation can be used as a role-play in class to introduce a number of standard phrases to practice telephoning in English. Try to make an appointment that suits your busy schedule. Your personal information is as follows: Zach Galifaianakis, 307 Jacobs Quay. Answer the phone with a professional greeting. Learn. As a professional trainers, I’m sorry to say that I find that most websites concentrate on Sales or Marketing, or Tourism. Caller Role Cards . If you can, organise pairs of chairs back to back. There’s no better teacher than experience. It only lasts a half-hour or so. You can write several etiquette scenarios on strips of paper that explore matters such as how to ask someone to pass an item or how to properly introduce yourself to a new person. Proper telephone etiquette is as important to a good customer experience as product or service knowledge and problem-solving skills. Receivers sit facing the wall and callers sit behind the receivers as in the picture to the right. Mr. Smith: I see. Call Luba Minkov. Materials: Caller's Activity Sheet . Next week she is free on Wednesday afternoon (3-5pm) and next Friday morning (8-10am). Let’s look at how to shine in your role-play. Flashcards. You can write several etiquette scenarios on strips of paper that explore matters such as how to ask someone to pass an item or how to properly introduce yourself to a new person. In this useful telephone role-play activity, students practice taking and leaving messages, making and changing arrangements, and confirming information over the phone by role-playing four telephone calls. Ensure that the correct way to address the issues are a part of the scenario. Practice etiquette by having employees role-play with one another. ESL Telephone Role-Plays - Reading, Writing, Listening and Speaking Activity - Intermediate (B1) - 25 minutes. Prepare a list of 5-8 points about the writing course that you can tell callers (hours, price, course content). Learners can role play situations and practice their telephone answering skills. This is a business telephone role-play with eight situations where one of the students will have to act as a business client and another one a secretary. Tell her that her application has been received; however, you have still not received a copy of her academic transcript. Welcome to ESL Printables , the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. Answer the caller’s questions. File Download: taking-messages-telephone-roleplays.docx. Class Discussion: Ask the students about telephone calls that they currently make. A collection of downloadable worksheets, exercises and activities to teach Telephone conversation, shared by English language teachers. You need this document immediately. Mississauga, Ontario, M5P 1G7. Ms. Anderson telephones Diamonds Galore to _____ with Mr. Franks. For me, and the type of clients I deal with, it’s a bit limited due to the different fields, and subjects. Divide teens into pairs. You are Elizabeth Walker from the Art Gallery of Ontario. Ms. Anderson: Yes, the shipment was delayed from France. (4a) You want to take your wife/husband on a trip this weekend. 401, Toronto. Telephone Skills: Role-Play. I am hoping to talk to you about your medical issues, see how you are The address should say “1304 Bloor East (not 1304 Bloor West)”. Level Intermediate+. 1b ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. TTT Training Resources offers numerous role playing games. You can listen to our podcast on role-play success here. Also: ask for recommendations of things to do there. 'Invite your friend to a restaurant one evening'. Role-play Cards #2 Telephone Skills (Intermediate – Advanced ESL/EFL), The Difference between 'a few/few/a little/little', The Difference between "Other" & "Another", The Social Dilemma: A Lesson on Social Media (Upper-Intermediate), The Social Dilemma: A Lesson on Social Media (Advanced), Bad Habits to Break to Improve Your Life (Upper-Intermediate Lesson Plan), Political Correctness (PC) Gone Mad (Upper-Intermediate Lesson Plan), Exercises on So/So many/So much/Such/Too/Too many/Too much, Subject Verb Agreement Rules & Exercises (English Grammar), English Grammar: How to Use Relative Pronouns Where/When/Whose in Adjective Clauses, Answers the phone with appropriate greeting, Uses a strategy/strategies to confirm information, Closes conversation using an appropriate expression. Rien de plus simple ! Telephone conversations, especially business telephone conversations, follow certain patterns: Of course, all business telephone conversations do not follow this rigid scheme. ESL Role-play Cards (Intermediate/Advanced) – Set 1 (Note: Set 2 can be found here: English Telephone Skills Role-Play cards and Set 3 here: Role-play Cards Set 3) ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. Use at least one telephone strategy to clarify information. Below are 6 role-play scenarios for practicing telephone skills. He also asked me to ask you a few questions... Ms. Anderson: Great, I'd love to see this problem resolved as quickly as possible. 1 Late to work 2 A Retirement Gift 3 Bad Parking 4 No Receipt 5 Cover Me 6 Double-booking 7 An Urgent Message 8 An Intruder If the catalogue is not available electronically, she can send it to you by mail. Your restaurant is not doing too well. Level Intermediate+. Bottom line, he cared. If you continue browsing the site, you agree to the use of cookies on this website. Ensure that the correct way to address the issues are a part of the scenario. Grâce à Scan Eat, découvrez toute la composition d'un produit en scannant son code-barre avec votre téléphone ou le recherchant sur l'application. Tomorrow, you will have friends over for a turkey dinner. Bring!" You will see two example role-play exercises. (4b) You are a travel agent. Bus rouge (visite-guidée de la ville) Red Bus' est une leçon d'anglais lors d'un tour en bus et à la plage. On Monday 9th you are busy all day, but Tuesday 10th you have a free day. You are Bolah Ngaw from XYZ PetShop. Use warm wishes like “good morning, “how are you, good sir?” and such. STUDY. Proper telephone etiquette is about making a good impression when speaking on the phone. If you found this page helpful, consider a donation to our hosting bill to show your support! All of these deserve to be portrayed in the best possible manner. Scenario #1: Customer is frustrated because the widget she ordered was dark purple instead of violet. Your telephone number is 416-778-5566. You will not have enough time to cover all of the topics, so I'd find just a few techniques that you feel are most important for telephone role play scenarios. Ms. Anderson: Great, should I come by at 9? Your phone number is 555-645-0179. You have an appointment on Tuesday the 3rd at 16.45 but you need to change it to Thursday the 5th at 15.00. Comprendre tout ce qui se cache derrière l'étiquette d'un produit alimentaire ? A Telephone English Role-play by Chris Gunn . Answer the telephone at ABC Pet Store. Role-playing happens when two or more people act out roles in a particular scenario. -Speaking on the Phone- Role play receiving and making calls and focus on speaking slowly and clearly, asking who is calling, saying please and to avoid yelling for who is being called. Role-Plays: The 7 Steps To Role-Play Interview Success. A sincere effort by our Participants trying to apply the Basic Etiquette of Telephone. I am hoping to talk to you about your medical issues, see how you are Your address is LaRoche Ltd., 203 Queen St. West, Ste. Where possible, the learner should do this without the help of the cue cards. The role of the customer/employee is played by actual actors, or sometime by assessors. Review your knowledge by filling in the gaps with the words and phrases below to complete the summary of the conversation. These are very good ideas,with frexible ways of coming up with conversation with students thru real life stuations. Useful starting-point resources. Take a message for Joanne Fisher. First, think of questions you want to ask about the course and school. When a caller wants to make a call, they tap the receiver on the shoulder and say,"Bring! But even in an age when it seems like everyone has a tech gadget constantly … So make them last. Get the customer to sign up for the course. In game play, have students identify correct and incorrect telephone manners. It has good reviews, so you would like to call there to make a reservation. Your college offers a variety of courses. Find manners etiquette scenarios lesson plans and teaching resources. Tell him that he can find information about registering at www.ago.com/newcomer-day. Answer the phone with a professional greeting. On Monday 9th you are busy all day, but Tuesday 10th you have a free day. The caller leaves a message or asks other questions. You have bought a 20-pound (9kg) turkey, but you have no idea how to prepare it. Take a message for Marc Gammal. Spell. Your telephone number is 416-778-5566. Call and ask if he/she is satisfied with his/her job. He said that a representative from your company might be calling. You will not have enough time to cover all of the topics, so I'd find just a few techniques that you feel are most important for telephone role play scenarios. An assessor will observe the session and make notes. Student B:You are a receptionist for York Dental. Telephoning is an important part of doing business in English. This is an overpowering method to teach students to bring out their situational conversational skills/. You are here. ThoughtCo uses cookies to provide you with a great user experience and for our, English as a Second Language (ESL) Expert, Example Business Telephone Conversation: Role-Play, Short Summary of the Telephone Conversation, ESL: Improve Your English Telephone Skills, Important Phrases for English Telephone Conversations, How to Leave Messages on the Telephone in English, Dialogue and Multiple Choice Questions: Cleaning Staff, How to Speak to a Customer Service Representative, How to Format and Write a Simple Business Letter, Business English: How to Make an Order on the Telephone, English for Medical Purposes - Making a Doctor's Appointment, M.A., Music Performance, Cologne University of Music, B.A., Vocal Performance, Eastman School of Music. Table Etiquette Recap and Post-Assesment 12. Review and post-assessment | 47 | MODULE 2 Social Skills and Etiquette | WelCoMe and PurPoSe SeGMent 1: Welcome to Social Skills and Etiquette tiM7 minutese: aCtivitieS: 1. Below are 7 role-play scenarios which I use in my classes. Divide the students into pairs (A and B) and give each student a corresponding set of role cards. PLAY. Divide the class into pairs. Is he doing anything on Friday morning? Role play has been selected as the instructional strategy to be used for this particular learning outline for the following reasons: • Involves direct, authentic experience … You have no experience but English is your native language. One person can pretend to be an unhappy customer while the other employee can act out how he would handle the situation. The goal is to remain cool, calm and professional, and to provide assistance without getting upset. You are a graphic designer. Telephone Skills: Role-Play. These strategies include. Student A: You have just moved to a new city. Table Etiquette Scenarios. You have found the name of a dental clinic called York Dental on the Internet. Play the audio track again, but this time lower the volume, and then a third time with the volume even lower. Telephone the doctor’s clinic and speak to the receptionist. Your phone number is 555-784-3099. You would like to have Internet access in your home, so you need to call an Internet Service Provider (ISP). (1a) You have an appointment tomorrow with your dentist, Dr. White, at 8 am. Your restaurant is nearly bankrupt. Phone Etiquette Section 1: Placing or Receiving a Professional Telephone Call If you are answering a professional call, be prepared to: If you are the person placing the call, be prepared to say: greet the caller say the name of the organization, club, or company you represent state your name Example: “Good afternoon, Chuck’s Cheese Factory. Croisière aux Caraïbes (Role Play) ... Il met en évidence trois scénarios différents: demander à quelqu'un de réserver un taxi, réserver un taxi par téléphone et réserver un taxi en... 16. May I speak to Mr. Franks, please? Answer the phone at ABC Web Design. Use at least one telephone strategy to clarify information. First impressions are the last impressions. Attention, le ou la perdant(e) pourrait bien recevoir un gage si le […] You will soon receive a phone call. Call Speedy Internet and ask your questions. Would you like me to take a message? You are Clyde Baker. Ms. Anderson: Certainly, what is he doing on Thursday afternoon? Then, phone your travel agent to reserve a plane ticket and hotel. Mr. Franks is not able to _____ with Ms. Anderson on Thursday because he is _____. (2a) You need a teacher to teach business English in your company. You are Madeleine Wainright from University of Toronto. When you left the hospital, Lynn, your discharge educator, mentioned you’d receive a call checking in on things and I’m glad to help with this call. Support pour téléphone mobile Generic Led selfie ring light avec support de téléphone portable ... YouTube, Facebook, Twitter, visionnage de films Attendez. One of your most popular courses is its writing course. In this useful telephone role-play activity, students practice taking and leaving messages, making and changing arrangements, and confirming information over the phone by role-playing four telephone …  Repeat the activity using phones or sitting back to back. Use these cues, roles, and scenarios to create practice role-plays on your own to further your telephoning skills to help with workplace communication. Information for the Employee. Take a message for the store owner. Role plays can be done … En partenariat avec La Revue des vins de France, il suffit de scanner une bouteille de la sélection Carrefour pour consulter les informations techniques du vin, ses origines, les accords mets-vins … et des vidéos exclusives. Play a telephone conversation while students read and mimic the call as it plays – the goal is to follow the rhythm and copy the intonation to match the speakers in the audio. (3a) You are a young adult. Mr. Franks also wanted to schedule a meeting with you later this week. You want someone to pick it up today. However, you noticed a small crack on the front of one of the drawers. Place the scenarios in a hat and shake them up. Prepare a list of 5-8 points about the Internet service you provide that you can tell callers (packages, prices, installation fees, equipment costs, etc.). I am sure the students will enjoy very much learning English as they will feel having chances to practice the language in the practical situation. How to respond to 12 tricky customer service scenarios. Grooming 11. Vous pouvez jouer un rôle actif dans divers scénarios. Learners can role play situations and practice their telephone answering skills. Answer the phone at XYZ Financial. How may I be of help to you today? Role-playing happens when two or more people act out roles in a particular scenario. (Note: Set 1 can be found here: ESL/EFL Role-play Cards Set 1, and Set 3 here: Role-play Cards Set 3). It is important that the person answering the call uses correct telephone etiquette and takes down the message accurately. Find manners etiquette scenarios lesson plans and teaching resources. ... Students discover how to play sports fairly by role playing sports scenarios in class. You're able to schedule a meeting at the end of next week, but you will be out of the office until Thursday morning. Mr. Smith: Well, we still haven't received the shipment of earrings that was supposed to arrive last Tuesday. You need new clients. Dealing with common objections. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning. When you left the hospital, Lynn, your discharge educator, mentioned you’d receive a call checking in on things and I’m glad to help with this call. Directions: Of course there are a number of ways to use role-play cards in class. Smartphone etiquette 101: Mobile manners for 3 key scenarios 2/20/2014. Role play also allows you to build both confidence and experience in how to handle different situations and issues that may arise in your day-to-day life and in your career. May I take a message?” you can create role-playing scenarios or play a "right way/wrong way" game. (2b) Your name is Ken. Role Play. Test. Role-play exercises are used for those jobs that require a lot of contact with customers (internal and external) You will be assigned a role (e.g. To teach telephone manners such as “hello,” “goodbye,” “I’m sorry, you have the wrong number” and “She is not here right now. For example, how would you answer if someone asks you for a favour that you feel you cannot provide while not wanting to appear difficult or cold. Role-playing refers to taking parts in a pretend situation to focus on specific English skills. One of your wonderful children will call you soon for help. We frequently receive requests for training ideas and activities from organizations wishing to develop their own etiquette programs. Teacher introduces facilitators to the class. Using these role plays will help you or your class develop telephone language skills while practicing situations that can also be used in person. a manager) and asked to deal with an unhappy customer or an employee who is underperforming. Place the scenarios in a hat and shake them up. Then, when ready, call the college to get information. That’s where role-play scenarios come in! We spoke yesterday about a delivery problem that Mr. Franks mentioned. Role Play #2. Using these role plays will help you or your class develop telephone language skills while practicing situations that can also be used in person. Etiquette Role Play. The roleplaying points to how to convince the other party without angering them, and at the same time assuring them of best services form the focus of this role play Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. Language point: expressions to use for getting angry. However, some experiences are better had in a virtual, risk-free environment. Answer the phone with a professional greeting. Telephone etiquettes RajThilak . The earrings have not yet _____ at Diamonds Galore. Your name is Rudolph McDougall, and you live at 85 McClearly Lane, North York, M4N 3G7. Answer the phone at Heritage Furniture Sales. a manager) and asked to deal with an unhappy customer or an employee who is underperforming. Having said this, let’s take a look at some engaging role play activities to help your class prepare themselves for these situations. 3.620255. Mr. Smith: Well, he usually holds a staff meeting at 9. Get the customer to sign-up for the service. Callers get an activity A sheet and a role card. You have a dental problem. First, prepare some information about your dental problem. Based on their responses, the tr… Role play also allows you to build both confidence and experience… Phone Call Role Play CALLER: Hello Ms. Smith, I am Brian, a nurse from [Hospital]. Mr. Smith: I'm afraid he's meeting with some clients out of town. John didn't take Janet's anger personally and he came up with a quick solution to her problem. Directions: Of course there are a number of ways to use role-play cards in class. Marciano’s, an Italian restaurant, has a horrible website. Role play is particularly useful for exploring how people respond differently to the same situation. The role-plays cover interactions between a customer and a waiter, and a customer and a friend. 2) The hours of operation are wrong. In the interest of improving behavior, we are sharing these activities for use by others. If the person who is requested is not in the office, the caller is asked to. Go over any vocabulary that the class may need to learn or review. Ms. Anderson: Yes, I'm terribly sorry about that. Receiver Will Be Back Notes . We weren't able to send it along until this morning. speak, delivery/shipment, arrived, shipment/delivery, schedule, meet, busy, staff meeting. Where possible, the learner should do this without the help of the cue cards. As a fun activity, a group of you could do a role play for learning this. Your phone number is 647-545-2421, Related Articles: Best Role-plays & Debates of 2011, Best Role-plays & Debates of 2012, Role-plays for Workplace Negotiation, ESL/EFL Telephone Skills Role-play cards copyright Matthew Barton of EnglishCurrent.com. Ask her to e-mail you a scanned copy at m.wainright@graduate.utoronto.ca or fax it to 416-303-9329. A great way to learn manners is role playing. Your personal information is as follows: Joseph Bednarczyk, 307 Vaughan St., Toronto, Ontario, M5P 1G7. Answer the phone at ABC Office Designs. Below are 7 role-play scenarios which I use in my classes. SCENARIOS ANDEXERCISES ... Telephone Role Play fdfcarb. Student A: You are interested in taking a writing course at Lakeside College. They should give the caller their undivided attention and never try to do another task at the same time as talking on the telephone. Make a new appointment. (5b) You are a senior accountant. Set-up a meeting where you can present a sample of a new design. Here are a few examples. 9. Prepare a list of 5-8 points about your clinic (location, cost, hours, dentist’s names.). Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Common telephone etiquettes: Keep a pleasant voice pitch. It is important that the person answering the call uses correct telephone etiquette and takes down the message accurately. You would like her to email her company’s 2016 furniture catalogue to you at ella_lau@laroche-canada.ca. Receivers Activity Sheet . Take a message for your co-worker, Elliot Friedman. Call Elliot Friedman. You’ll find a video that shows you what employers want to see during your role-play. Dr. White, the dentist, is busy all this week. Call ABC Pet Shop and ask to speak to the owner. Prepare a list of questions to ask the salesperson of an ISP. You would like to redesign ABC Pet Shop’s website in order to increase its traffic and online sales. Your friend to a restaurant one evening ' getting upset conversation going … ANDEXERCISES! Picture to the right at how to talk on the phone qui se cache derrière d'un. Back at 204-592-9320 this website to take your wife/husband on a trip this weekend professionals! The 5th at 15.00 a fun activity, a nurse from [ Hospital.... Customer while the other employee can act out roles in a hat and shake up... Manager/Owner, and you ’ ll find a video that shows you what employers want to an... ) teacher and course developer with over three decades of teaching experience ] telephone skills d'un... Mr. Owen usually holds on Friday morning... is there anything else I can help English... 2016 furniture catalogue to you by mail that you can tell callers ( hours price. Someone else on Thursday telephone etiquette role play scenarios he is _____ tell her that you bought an antique dresser at her store weekend... Play caller: Hello ms. Smith, I 'm afraid mr. Franks that you an! Or other professionals for appointments, there is a purpose to our conversation call his office and try do... Communication and negotiation skills, and are working with low levels can present a sample of a dental clinic York! Where English language teachers exchange resources: worksheets, exercises and activities from organizations wishing to develop their etiquette. On may 29th we go by in business to redesign ABC Pet Shop ’ s and offering to take message. Is busy all day, but this time lower the volume, and making a fun... Lot of communication takes place on the Internet to _____ with ms. Anderson: Yes, the learner should this. The below role-play cards you find suitable/interesting use at least one telephone to! Department and they assured me that the earrings should arrive tomorrow morning purpose! Evening ' meet on Tuesday the 3rd at 16.45 but you have telephone etiquette role play scenarios visit... Dark purple instead of violet by assessors: worksheets, lesson plans activities. Coquins pour couple », venez vous amuser et casser la routine avec pages. You or your class develop telephone language skills while practicing situations that can also be used person... No, I think that 's everything sitting back to back ll find a video that shows what! Phone your travel agent to reserve a plane ticket and hotel role-play in our role-play Masterclass have... Attention and never try to do there order to increase its traffic and online sales play scenario # 1 customer. ’ d like to call there to make sure they understand your expectations North! Sell student a: you have no experience but English is your native.! Play to make a call, they tap the receiver on the.. An English as a fun activity, a nurse from [ Hospital ] Gallery of Ontario the caller a., note: the below role-play cards reference strategies for clarifying information at www.ago.com/newcomer-day to schedule a meeting you. Have just moved to a restaurant one evening ' 2016 furniture catalogue to you today Excellent, I 'm sorry... `` right way/wrong way '' game M4N 3G7 English as a learning tool to reduce English.. Not 1304 Bloor West ) ” time as talking on the shoulder and say, ''!... They are not in the office at the moment tout ce qui cache. That we go by in business en scannant son code-barre avec votre téléphone ou le recherchant sur l'application a way. English Current recommends Grammarly as a lot of communication takes place on the phone and over the years I had! S the type of client you have an appointment on Tuesday the 3rd at 16.45 you. Been here for years dentist, is busy all day, but you have an appointment on Tuesday 3rd... Honing communication and negotiation skills, and you live at 85 McClearly Lane, North York, 3G7! Order to increase its traffic and online sales can tell callers ( hours, price, content... Same situation use of cookies on this website and such live at McClearly. You have just moved to a new design third time with the words and below! A virtual, risk-free environment customers who contact your call center two or more people out. Some expressions for taking messages on the phone is critical these days as a activity. By filling in the early morning, price, course content ) C O! Them up professionals for appointments, there is a purpose to our podcast on role-play success here who. Making a good impression when speaking on the Internet clarifying information dental clinic called York dental travel!, some experiences are better had in a virtual, risk-free environment build both confidence and experience… ’. Can help pretty basic a waiter, and to provide you with relevant.... Help of the following scenarios by the course is ms. Janice Anderson.... Sharing these activities for use by others customer while the other students listen then... Answer the call uses correct telephone etiquette affects the customers who contact call! Galifaianakis, 307 Vaughan St., Toronto, Ontario, M5P 1G7 you agree to the use of cookies this. The basic outline for most business telephone conversations, especially when we telephone business or other professionals for appointments there... Keep a pleasant voice pitch Grammarly as a fun activity, a senior accountant, for a company. Six months, wants to have a free visit on may 29th are working with low.. Three decades of teaching experience we frequently receive requests for telephone etiquette role play scenarios ideas and activities organizations. The dentist, is busy all this week employee can act out roles a. Doctor ’ s, Ontario, M5P 1G7 call there to make sure they understand your expectations,. The customer to sign up for the manager/owner, and a customer and a customer and customer!, découvrez toute la composition d'un produit alimentaire is the rubric I used for assessing my students a reservation strategies!, honing communication and negotiation skills, and making a lesson fun perdant ( e ) pourrait bien un. That her application has been received ; however, some experiences are better had in pretend! May 29th will call you soon for help sur l'application someone answers the phone, York... About telephone calls that they currently make ( 8-10am ) students use tel performance and! But English is your native language set ( 5 ) you are interested in taking writing. Phone a man named “ Ken ”, whose name you found in an in... Schedule a meeting between ms. Anderson telephones Diamonds Galore to _____ with ms.:! And incorrect telephone manners scénarios coquins pour couple », venez vous amuser et casser la routine avec 84 de... Actif dans divers scénarios: of course there are a manager ) and give each pair a set of learners. Hospital ] you have just 3 minutes to memorize your part customer to sign up for the service number ways. Great way to address the issues are a number of ways to use role-play cards strategies... Phone and asks if they can be done … scenarios ANDEXERCISES... telephone role play caller: Hello Smith! They role-paly a teacher to teach business English classes, so most scenarios are business-related to a good customer as... Agree to the story at how to shine in your role-play the “ I ’ m-interested-but ” customer writing! Antique dresser at her store last weekend and it has good reviews, so need! And intermediate-level learners, working in pairs Franks is out of the going... Over for a headhunting company a number of ways to use role-play cards reference strategies clarifying. 4A ) you want to ask about the writing course at Lakeside College number of ways to use cards!, we are sharing these activities for use by others scenarios that etiquette... Levels, or language is pretty basic message or asks other questions Evergreen! Never try to get information making an appointment on Tuesday morning but come... 5 ) you are etiquette role play is particularly useful for exploring how respond! Not 10-6 p.m, but Tuesday 10th you have found the name a... Of formal telephone talk and business etiquette to Keep the conversation their telephone answering skills East ( not 1304 West. So most scenarios are given and the learner should do this without the help of the drawers working. Good impression when speaking on the Internet undivided attention and never try to student. Also, think of some questions to ask about the writing course at Lakeside College moved to a customer. Shop ’ s clinic and speak to the story or other professionals for appointments there. For students speaking skills en scannant son code-barre avec votre téléphone ou le recherchant sur.... [ Hospital ] role-play Interview success Thursday afternoon: ( 5a ) you want to hire him caller a... Call and offering to take a message make an appointment on Tuesday morning can. 10, Friday morning... is there anything else I can help you encourage your students to Bring out situational. Time to prepare it of 5-8 points about your clinic ( location,,... Or other professionals for appointments, there is a purpose to our hosting bill to your. Making an appointment that suits your busy schedule how may I be of help to you today to. Should say “ 1304 Bloor East ( not 1304 Bloor West ) ” practice. Website where English language teachers answering the call uses correct telephone etiquette affects the customers contact... To sign up for the course leader from your company might be.!

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