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Think of your previous workplace and compile a

text message which you will record on the

answering machine when the office is closed.

Mention your opening hours and any important

details.

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Miss Ruby Spice had arranged to meet your employer, Mr.

Micheal Chan at his office at 10.30 a.m. Today. At 9.30

a.m. she telephoned to say that the roads into the city had

been closed due to floods from the previous night flash

flood. She has no other form of transportation so she

would not be able to attend the meeting. She suggested

an alternative date and time next week and asked if your

employer would confirm this. Miss Spice asked you to pass

on her apologies. Write out an appropriate message for

him.

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Discuss the errors made in the following telephone conversation and decide what should have been said instead. Then write out the telephone message as it should have been written if the call had been dealt with efficiently.Operator: Aurora, hello.

Customer: I’d like to speak to George Freeman, Sales Manager, please?

Operator: Who’s calling?

Customer: Ellie McDeal

Operator: Sorry he’s not in.

Customer: Really? And when will he be back?

Operator: Actually, he went out for lunch 2 hours ago and I was expecting him back ages

ago.

Customer: Would you please pass on a message that I called?

Operator: Hang on, I’ll find a pen. OK, fire away.

Customer: My number is 4537876 and I want to talk to him about my order number

ST446378 dated 12 August.

Operator: Okey dokey. I’ll pass it on. Cheers.

Customer: Goodbye!

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4What would be the dos and don’ts when you

picked up the phone and met with a:

a)silent caller?

b)caller that has reached the wrong number?

c)caller that has bad reception?

d)caller that speaks a language you do not

understand

Work with friends to demonstrate these situations.

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Think of your previous workplace. The phone rang

and the caller is requesting for information of a

staff (which is found in a file). 30 seconds later a

visitor walks in to make a request. How do you

handle this? Act it out with friends.

6 Discuss the errors made in the following telephone conversation and decide what should have been said instead. Then write out the telephone message as it should have been written if the call had been dealt with efficiently.Kamal: McDonalds, Skudai, hello.

Staff: Mr. Kamal, the Manager, please?

Kamal: Who’s that?

Staff: Sam

Kamal: Yes, this is he.

Staff: I got accident lah sir. Cannot send delivery.

Kamal: You mad ah? How many deliveries you got?

Sam: Only 1 ar.

Kamal: Which address? Who name?

Sam: C 25, FKM, UTM, Dr. Linda.

Kamal: FKM?

Sam: Fakulti Kejuruteraan Mekanikal lah

Kamal: OK. What happen? You teruk ah?

Sam: I come back and story you la sir. Long story.

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Think of your previous workplace. The phone rang

and the caller/client request for help to operate a

machine (example a PC). How would the phone

conversation go? Act it out with a friend.

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Think of your previous workplace. You received a

prank call, not once but thrice from the same

caller. How would you respond to this. Act it out

with a friend.

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Think of your previous workplace. The phone rang

and a client/colleague request to make an

appointment with you at another time. How

would the phone conversation go? Act it out with

a friend.

Think of your previous workplace. You received

verbal abuse from a caller. How would you

respond to this. Act it out with a friend.

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