Telephone Communication Outcome: Students will become aware of the existence of a useful tool for clear, intelligible telephone communication when dealing with customer service reps Students will learn to pronounce each code word in the telephony system Warm up – talk about difficulties being understood when calling a customer service representative Has anyone had problems with this? Dialogue – Read and discuss Dialogue – Read and discuss Explain that this is a system for being clearly understood over telephone Also used by police to talk on radio Practice pronouncing Write your name and address Fill in the telephony words Let’s practice giving our names and addresses to each other (pair work) 15 10 min 10 min 15 Telephony Alphabet System Dialogue #1: Kelly: Easy Claims, this is Kelly Vijay: Hi This is Vijay Singh I am calling because my mother is sick Can we take her to a clinic? Kelly: Can I have your mother’s policy number, please? Vijay: Sure It’s MVS-8756 Kelly: Sorry, did you say M or N? Vijay: M! I said M! Kelly: N? Like noon? Vijay: Yes, M like moon! Please hurry Kelly: B? B like boy? Vijay: Wee! Wee like Wictor! Kelly: Oh, W! Ok, NW S? S or F? Vijay: Oh my God My mother is sick I don’t have time for this Goodbye Dialogue #2 Kelly: Easy Claims, this is Kelly How can I help you? Vijay: Hello, this is Vijay Singh My mother doesn’t feel well She needs to see a doctor today Kelly: No problem What’s her policy number? Vijay: Mike, Victor, Sierra 8756 Kelly: Thank you Can you hold while I look up her policy? Vijay: Sure, no problem Kelly: Ok, here it is And did you say your name was B.J Finn? Vijay: No, Vijay Singh I’ll spell it for you First name: victor, India, Juliet, alpha, yankee Last name: sierra, India, November, golf, hotel Kelly: Got it Let me read that back to you Vijay – victor, India, Juliet, alpha, yankee Singh – sierra, India, November, golf, hotel Vijay: Yes, that’s correct Kelly: Great Can you take your mother to the Goyeau Walk-in Clinic? Vijay: Sure, that’s close to here Kelly: Ok Call us back right after the appointment, okay? Vijay: Ok, thank you Bye Kelly: Take care Telephony Alphabet System A– B– C– D– E– F– G– Alpha Bravo Charlie Delta Echo Foxtrot Golf H– I– J– K– L– M– N– Hotel India Juliet Kilo Lima Mike November O– P– Q– R– S– T– U– Oscar Papa Québec Romeo Sierra Tango Uniform My name and address in telephony: (Keep this by your telephone.) V – Victor W - Whiskey Y – Yankee Z - Zulu