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BEP 86: Telephone Communication Problems Part 2: An Unclear Message
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Introduction
We’ve become creatures of telephone habits. Having made and received thousands of telephone calls in our lifetimes, it is easy to assume that we have reasonable telephone skills. Most people do not even think there are any special challenges of telephone communication.
When all parts of the communications process work effectively together, telephone communication is clear and useful. Sometimes, however, even a well-practiced communication process can go wrong. Problems can occur in any of the following four parts of sending a message:
- Trouble sending: The sender doesn't speak clearly, speaks in a heavy accent or speaks too quickly. What happens to the message? Will it be received?
- Trouble with the message content: The message is confusing, disorganized or irrational. Is it likely that the receiver will understand what is being communicated?
- Trouble with the channel: There is background noise or a bad line. Will the message be transmitted effectively? Will it be received?
- Trouble with the receiver: The receiver is not listening closely, has fallen asleep or is distracted. Will the message be understood?
In this podcast lesson, we’re going to focus on trouble with the message content, that is, the message is unclear and needs clarifying.
Situation
You’re now going to listen to Beatrice from Sterling Associates answer a call from Bill Rock, a colleague working in an overseas office of the company.
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BEP 85:Telephone Communication Problems Part 1 - A Bad Line
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Introduction
We’ve become creatures of telephone habits. Having made and received thousands of telephone calls in our lifetimes, it is easy to assume that we have reasonable telephone skills. Most people do not even think there are any special challenges of telephone communication.
When all parts of the communications process work effectively together, telephone communication is clear and useful. Sometimes, however, even a well-practiced communication process can go wrong. Problems can occur in any of the following four parts of sending a message:
- Trouble sending: The sender doesn't speak clearly, speaks in a heavy accent or speaks too quickly. What happens to the message? Will it be received?
- Trouble with the message content: The message is confusing, disorganized or irrational. Is it likely that the receiver will understand what is being communicated?
- Trouble with the channel: There is background noise or a bad line. Will the message be transmitted effectively? Will it be received?
- Trouble with the receiver: The receiver is not listening closely, has fallen asleep or is distracted. Will the message be understood?
In this podcast lesson, we’re going to focus on trouble with the channel, where because of background noise or a temporary loss of signal, the message is sometimes lost or cannot be heard clearly.
Situation
You’re now going to listen to Beatrice, from Sterling Associates, take a call from a client, Dan Tomkins. Dan wants Beatrice to reschedule a meeting for him.
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BEP 81: Telephoning - Making a Cancellation
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Introduction
Often in business things don’t go according to plan. Sales fall, meetings are rescheduled, budgets are cut, orders are cancelled, flights are delayed. So just how do we inform our colleagues or customers about bad news? How should we apologise and how should we react to an apology?
In this podcast lesson, we’re going to use a telephone conversation between a buyer and a supplier to illustrate some of the common language used when giving and reacting to bad news.
Situation
Andrea Suchy, a clothes buyer for a large shop in London, is calling one of her suppliers, Prebdel Manufacturing in Hong Kong, to cancel a recently placed order.
Because the company has recently declared a profit warning, the purchasing department is being required to reduce its purchases by 25%. However, the order with Prebdel was placed one week before this and it might be too late to cancel.
You’re now going to listen to Andrea as she tries to cancel her order without damaging her business relationship with Prebdel.
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BEP 80: Passing on Telephone Messages to Clients
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Introduction
Remember when passing on messages to clients, details are very important. It does no good to relay a message if you’ve forgotten the time of the appointment or can’t remember the name of the person calling. Everyone makes mistakes and sooner or later most people forget a detail, but the most important thing is communicating this information clearly and accurately.
When you’re being given a message to pass on to someone, never be afraid to ask for clarification, repetition or anything else, particularly when dealing with detailed information. It’s much more important to ask a few times and be sure it’s right than to give out the wrong information.
In this podcast lesson, you're going to listen to Beth relaying some messages to her company's clients. Beth works as a receptionist for a large garment manufacturer. Today is the first day back in the office after a one-week holiday, and several managers are still on vacation. They've instructed Beth to pass on messages to clients they know will be calling.
Situation 1
In the first situation you’re going to listen to Beth passing on a message to a client.
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BEP 75: Telephoning - Using Standard Phrases
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Introduction
Making and receiving telephone calls is one of the hardest skills in English, especially for non-native speakers who often rely on non-verbal cues such as signs gestures and facial expressions to help their understanding.
In business situations, however, telephoning has a language of its own. We use standard phrases for every telephone function such as answering the phone, offering to help the caller, putting a caller on hold, taking a message, closing a call, etc. Learning these phrases will help you not only better understand what the other person is saying, but also direct the telephone conversation so that you can communicate your message successfully and concisely. It’s a good idea for you to practice and becoming familiar with the most common standard telephone phrases.
In this podcast lesson, we’ll demonstrate the use of common standard telephone phrases through some short telephone conversations. Lynn is a receptionist at an international shipping company. You're going to listen to her take four routine calls.
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BEP 71: Telephoning - Finalizing Agreements
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Introduction
Quite often in business, a deal can be concluded without having a face-to-face business meeting. Where the terms of a deal are not so complex, or a deal has already been partially reached, much of the final negotiation can be done over the phone. In more complex situations, however, face-to-face negotiations are usually necessary.
If you would like to change the terms of an existing agreement, before you make your call to finalize the agreement, you should be clear about your starting and finishing positions. Do the calculations in advance and work out what a satisfactory outcome to the negotiations would be for you. Be aware of all the factors that have an impact on the deal; in most cases there will be some flexibility with these factors.
Situation
Jenny Bond of United Wholesalers in London has just received the following fax from Bernard Chan of NEG in Hong Kong. NEG supplies fork-lift trucks.
FAX
Re: Special Order of 20 Fork-lift Trucks
Dear Jenny
We regret that our standard vehicles are not suitable for your purpose, but confirm that we can manufacture to the specifications you have forwarded.
Unless you can increase your order from 20 vehicles, however, there will be a substantial charge for this service.
Please let us know if you would like to pursue the matter further.
Yours sincerely
International Sales Director
Bernard Chan
Jenny then telephones Bernard to see if he will accept an order of 25 trucks so they can finalise an agreement. Let’s listen in on their conversation.
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Telephoning
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