HANDLING PHONE KELAS XI (11) BAHASA DAN SASTRA INGGRIS LINTAS MINAT

Summary

This educational video focuses on how to effectively handle phone calls in business settings, emphasizing the importance of proper communication skills. The script covers key topics such as making reservations, setting appointments, and maintaining professionalism during phone conversations. It introduces essential expressions for both formal and informal calls, explains phone etiquette, and provides sample dialogues for practice. Viewers learn how to structure phone calls, greet the caller, introduce themselves, confirm schedules, and close conversations politely. The video offers practical advice for anyone looking to improve their telephone communication skills, especially in business contexts.

Takeaways

• 😀 Proper phone etiquette is crucial in business settings to ensure professionalism and clear communication.
• 😀 When answering a business phone call, always greet the caller politely and introduce yourself.
• 😀 Clearly state the purpose of your call right away to avoid confusion and make the conversation efficient.
• 😀 Make reservations or appointments by specifying details such as date, time, and location.
• 😀 If you're making a reservation, use clear language like, 'I would like to make a reservation for a single bedroom.'
• 😀 When making an appointment, it is important to mention the name of the person you're meeting with and the purpose of the meeting.
• 😀 If the person you're calling is unavailable, offer to leave a message and provide a contact number.
• 😀 Always confirm important details like the spelling of names or the time of appointments to avoid mistakes.
• 😀 Be patient if the call recipient is unavailable and provide alternative options for rescheduling if necessary.
• 😀 Use polite closing phrases, such as 'Thank you' or 'You're welcome,' to end the call on a positive note.
• 😀 Avoid rushing through the conversation. Take your time to ensure the communication is clear and accurate.

Q & A

What is the main focus of the lesson in the script?

The main focus of the lesson is teaching proper telephone handling, especially in business settings, including how to make appointments, handle reservations, and follow proper etiquette when answering calls.

Why is it important to learn proper telephone etiquette in business?

Proper telephone etiquette in business ensures professionalism, helps maintain good relationships, and ensures clear communication. It also sets a respectful tone in interactions, which is crucial for maintaining a positive business image.

What is the significance of making an appointment or reservation over the phone?

Making an appointment or reservation over the phone allows individuals to secure time slots or services in advance, whether for meetings, hotel stays, or other arrangements. It helps in organizing schedules and avoiding misunderstandings.

What are the key steps in answering a business phone call according to the script?

When answering a business call, it's important to greet the caller (e.g., 'Good morning'), introduce yourself, state your position, and ask how you can assist. Always be clear about the purpose of the call and speak professionally.

What should you do if the person you're trying to reach is unavailable?

If the person you're trying to reach is unavailable, you should politely inform the caller, provide an explanation (e.g., they are busy or not in the office), and offer to take a message or schedule a follow-up call.

How should you respond if you do not understand something said on the phone?

If you do not understand something on the phone, you should ask the caller to repeat or clarify what was said. Use phrases like 'Sorry, I didn't catch that' or 'Could you please speak more slowly?' to ensure clear communication.

What is the correct way to make a reservation over the phone?

To make a reservation over the phone, clearly state your intention (e.g., 'I'd like to make a reservation for tonight'), mention specific details such as the date and time, and provide any necessary information (e.g., number of people, room preference).

What should be done if the reservation or appointment cannot be made at the desired time?

If the reservation or appointment cannot be made at the desired time, offer alternative options and check the availability for other dates or times. Ensure to confirm the new details and thank the caller.

How can you politely ask for someone's name or clarify a name on the phone?

To politely ask for someone's name or clarify a name, you can say, 'Could you please spell that for me?' or 'I'm sorry, I didn't quite catch the name. Could you repeat it?' This helps ensure accuracy and avoids confusion.

What are some key expressions to use when making or answering business phone calls?

Some key expressions include: 'Hello, may I speak to Mr. Santiago?', 'This is [Your Name] from [Your Company]', 'I’d like to make an appointment', 'I apologize, but the person you are looking for is unavailable', and 'Thank you for calling, have a great day'.