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רמה: מתחילים

Answering The Phone: Phone Etiquette, Taking messages

מאמר באנגלית לתרגול קריאה. כולל 5 מילים חדשות עם תרגום לעברית, 3 שאלות הבנת הנקרא, 5 שאלות לשיחה. מתאים למתחילים.

Business English Lesson: Answering the Phone

Objective: To learn the basics of phone etiquette, understand how to take messages, and practice through role-play.

1. Phone Etiquette:

- Greeting: Always start with a polite greeting like "Good morning/afternoon."

- Identification: State your company's name and your own: "ABC Company, this is John speaking."

- Listening: Pay attention. Do not interrupt the caller.

2. Taking Messages:

- Write it down: Always have a pen and paper. Note the caller's name, contact information, and the message.

- Repeat: Read back what you wrote to ensure accuracy.

- Confirm: Ask if there's anything else before ending the call.

Role Play Sample:

Scenario: A client calls ABC Company to speak with Ms. Green, who is currently unavailable. 

Caller: "Hello, I'd like to speak with Ms. Green."

Receptionist: "Good afternoon, this is ABC Company, John speaking. I'm sorry, Ms. Green is not available right now. Can I take a message?"

Caller: "Yes, this is Mr. Smith from XYZ Corp. Can you tell her I called about our meeting next week?"

Receptionist: "Of course, Mr. Smith. I've noted down that you called about the meeting next week. Is there a number where she can return your call?"

Caller: "Yes, it's 123-456-7890."

Receptionist: "Thank you. I'll make sure Ms. Green gets your message. Is there anything else?"

Caller: "No, that's all. Thank you."

Receptionist: "You're welcome, Mr. Smith. Have a great day!"

Proper phone etiquette shows professionalism. Always be polite, listen carefully, and have a clear understanding to ensure effective communication. Practice makes perfect!

מילים חדשות מהטקסט

  • etiquette /et-i-kit, -ket/ noun כְּלָלֵי הִתְנַהֲגוּת

    a set of rules that helps people understand how they should behave in a particular business.

    The rules of etiquette are changing.

  • interrupt /in-tuh-ruhpt/ verb פסיקת

    to stop a person from speaking for a short period by something you say or do.

    Please feel free to interrupt me if you don't understand anything.

  • ensure /en-shoor, -shur/ verb לְהַבטִיחַ

    to make something certain to happen.

    The airline is taking steps to ensure the safety of its aircraft.

  • receptionist /ri-sep-shuh-nist/ noun פְּקִיד קַבָּלָה

    a person who works in an office, store, or hotel, helping visitors or giving information.

    When you get here, the receptionist will direct you to my office.

  • Noted down /noh-tid - doun/ verb רשום למטה

    to write down

    The police officer noted down the names of all the people involved in the incident.

שאלות לשיחה

אין כאן תשובה נכונה — אלה שאלות לתרגול דיבור, לבד או מול מורה.

  1. What do you say when you don't recognize the number calling?
  2. Is it considered rude to answer the phone during a meal in your culture?
  3. If someone calls for a person who isn't available, how do you take a message?
  4. How do you respond to telemarketers or unsolicited calls?
  5. Have you ever received a call where there was a language barrier? How did you handle it?

בדקו את עצמכם

3 שאלות. בחרו תשובה וקבלו בדיקה מיד.

  1. Receptionist: "Good afternoon, this is ABC Company, John speaking. I'm sorry, Ms. Green is not available right now. Can I take ________?"

  2. Caller: "Yes, this is Mr. Smith from XYZ Corp. Can you tell her I called ________ our meeting next week?"

  3. Receptionist: "Thank you. I'll make sure Ms. Green gets your message. Is there ________?"

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