Chapter 3
                                    Oral
          Communication
Communication Skills          213ردادر                 Chapter 3                      لصفلادر– ميلعتلادرو ةيبرتلادر ةرادرزو
              Lesson 3.3:  Telephone Communication                                    م2021-2020 يناثلادر يسادرردلادر
      3.3
              Telephone Communication
                           •    The importance of telephone
                           •    When to call
                           •    Telephone etiquette
                           •    Taking a message
Communication Skills          213ردادر                 Chapter 3                      لصفلادر– ميلعتلادرو ةيبرتلادر ةرادرزو
              Lesson 3.3:  Telephone Communication                                    م2021-2020 يناثلادر يسادرردلادر
   By  the  end  of  this  lesson,  the 
               Learning Objectives
   student should be able to:
   1. recognize  the  importance  of 
                                                                                                 Engaging Starters
          the telephone in business.                                                             Engaging Starters
                                                                                                  The First Goal
   2. clarify when to call.                                                                       The First Goal
                                                                                                  The Second Goal
   3. describe                                    the                       proper  The Second Goal
          techniques for receiving and  The Third Goal
                                                                                                  The Third Goal
          relaying                            messages                                 by  The Fourth Goal
                                                                                                  The Fourth Goal
          telephone.
                                                                                                  Questions
   4. describe  how  to  take  a  Questions
Communication Skills          213ردادر                 Chapter 3                      لصفلادر– ميلعتلادرو ةيبرتلادر ةرادرزو
          complete                                                telephone 
              Lesson 3.3:  Telephone Communication                                    م2021-2020 يناثلادر يسادرردلادر
          message.
              Engaging Starters
   Amal is a telephonist.  It was a very busy day.  
                                                                                                 Engaging Starters
   She must write a report, answer the phone                                                     Engaging Starters
   while her manager is in the meeting and file 
                                                                                                  The First Goal
   the documents.  She received 10 calls with                                                     The First Goal
   different messages for her manager, some                                                       The Second Goal
                                                                                                  The Second Goal
   calls were urgent.  One phone call 
                                                                                                  The Third Goal
   conversation was the following:                                                                The Third Goal
    
                                                                                                  The Fourth Goal
   Amal:  “Hello, yes?  We are very busy, call                                                    The Fourth Goal
   later.  Bye”.                                                                                  Questions
                                                                                                  Questions
   Her boss Mr. Rashid came to her after the 
   meeting and asked her if there were any  لصفلادر– ميلعتلادرو ةيبرتلادر ةرادرزو
Communication Skills          213ردادر                 Chapter 3                      م2021-2020 يناثلادر يسادرردلادر
   telephone messages.  She remembers only 4 
              Lesson 3.3:  Telephone Communication 
   messages.
   •    What is Amal’s job?
   •    What are the mistakes that Amal did?
   •    What suggestions would you give to Amal 
        to overcome her mistakes? 
           The Importance
              of Telephone
               The  fixed  telephone  (or 
                                                     Engaging Starters
               landline),  mobile  telephone  Engaging Starters
               and      also      tablets      and   The First Goal
                                                      The First Goal
               computers are vital pieces of 
                                                      The Second Goal
               equipment          in      modern   The Second Goal
               businesses.    They  allow   The Third Goal
                                                      The Third Goal
               managers  and  employees 
                                                      The Fourth Goal
               within an organization to talk   The Fourth Goal
               to    each  other,  to  their   Questions
   Nex                                                Questions
   Nex         customers,  to  suppliers  and 
    t
    t                                           لصفلادر– ميلعتلادرو ةيبرتلادر ةرادرزو
Communication Skills          213ردادر                 Chapter 3                 
               to      other      organizations, 
        Lesson 3.3:  Telephone Communication   م2021-2020 يناثلادر يسادرردلادر
               almost  anywhere  in  the 
               world and at any time of the 
               day.  The cost of equipment 
               and  calls  can  be  expensive 
               but  they  save  on  time  and 
               money  when  compared  to 
               other            forms            of 
               communication.