Telephoning em inglês
Curso de inglês específico: Telephoning.
Um curso de inglês de nível intermédio, muito específico e de curta duração destinado a quadros e funcionários que pretendem melhorar as suas capacidades linguísticias para um atendimento e comunicação ao telefone eficaz e eficiente.
Unit Key Point |
Language Functions |
Themes/Situations |
Unit 1 KP 1 |
Answering the telephone, Giving and inquiring about identity, Directing calls, Putting calls on hold, Arranging for future contact |
Getting through |
KP 2 |
Greeting acquaintances, Referring to the subject of calls, Asking if someone is free to talk, Closing calls politely |
Beginning and ending calls |
KP 3 |
Asking for repetition and clarification, Rephrasing, Spelling email addresses |
Repetition and clarification |
Unit 2 KP 4 |
Asking and offering to leave a message, Leaving a message, Passing on a request, Promising to pass on a message |
Leaving and taking messages |
KP 5 |
Reporting a message, Reporting a conversation, Expressing opinions about a conversation |
Reporting |
KP 6 |
Returning a call, Leaving voicemail, Referring to parts of a message, Referring to a question |
Following up on messages |
Unit 3 KP 7 |
Volunteering to take action, Requesting follow-up action, Describing follow-up action, Arranging future contact |
Arranging follow-up action |
KP 8 |
Discussing availability, Suggesting dates and times for meetings, Making provisional arrangements, Finalizing arrangements, Changing arrangements |
Arranging to meet |
KP 9 |
Confirming arrangements by telephone, Confirming arrangements in writing, Requesting confirmation, Referring to an earlier telephone conversation, Describing responsibilities, Checking mutual understanding |
Confirming arrangements |
Unit 4 KP 10 |
Emphasizing and reinforcing, Referring to previous comments, Checking that assumptions are correct |
Emphasizing and reinforcing |
KP 11 |
Expressing surprise and disbelief, Reacting neutrally, Reacting to good and bad news, Expressing support, Rephrasing and interpreting, Questioning opinions and decisions |
Expressing feelings and reactions |
KP 12 |
Making and inviting suggestions, Making and inviting recommendations, Expressing opinions, Expressing degrees of agreement and disagreement |
Suggestions and recommendations |
Unit 5 KP 13 |
Introducing yourself formally, Asking who you need to speak to, Describing the purpose of a call |
Calling new contacts |
KP 14 |
Outlining a call agenda, Introducing and closing items on a call agenda, Summing up |
Linking subjects in longer calls |
KP 15 |
Introducing participants in a conference call, Describing the roles of participants, Bringing participants into the discussion, Entering the discussion, Interrupting and dealing with interruptions |
Taking part in conference calls |
Unit 6 KP 16 |
Comprehensive review |
Call preparation |
KP 17 |
Email support |
|
KP 18 |
Overcoming barriers |