3.4 Creative use of language  (Page 2/3)

• In pairs, read the following conversations and decide . . .

(a) whether the language is formal or informal,

(b) whether it is appropriate and why; and

(c) rewrite it where necessary.

1. Jane: Hi, Thandi. Did you see Jamie’s hairstyle? Cool, hey?

Thandi: No, I think it’s gross. I liked his old style.

2. The principal: You wished to see me?

Jane: Hi, Sir.

3. Jane: Hi, Mom.

Mother: Hello, Jane. How was your day?

4. Mrs Khumalo: Sit down, class.

Learners: Good morning, Ma’am.

Mrs Khumalo: Are you joining us today, Peter?

Peter: Miss, that’s dissing me.

5. Two fathers meet at a soccer match.

Mr Niemand: Howzit, Tom. Long time no see.

Mr Cohen: Yeah, isn’t it a drag to watch our kids play U11 soccer?

6. Father: We need to discuss Jenny’s result.

Mother: I’m late now. Can we schedule it for later?

• Read the following notes carefully. Using a telephone correctly is a basic business skill which will help you in any profession.

c.Telephone Calls

You are probably used to making informal calls to family and friends. When making calls to companies, however, some special rules and conventions apply. On this page we explain how to call someone that you do not know personally (the most common kind of formal call made by learners) and give you some models and language that you can use.

If you were to volunteer your time and your services to an organisation. let us say to answer the phone at the local Old aged home or at a community centre, you must know how to answer the phone and communicate appropriately.

D. How to Answer the Phone at Work

Some Points to remember.

Important: Clarity, conciseness, cheerfulness and good manners are important when answering the phone at work.

1 . Speak clearly.

2 . Use the company's preferred greeting, if there is one. If not, state the name of the business.

3 . Be polite and responsive, giving the caller your full attention. Remember that at that moment, you are the company’s representative.

4 . Be as helpful as possible, even if it's not exactly your job to answer the phone.

5 . Learn how to use the phone's features.

6 . Ask permission first if you need to put the caller on hold: "Would you mind holding for one minute?”

7 . Don't forget the caller is waiting. Ask them periodically if they would like to continue to hold, call back or leave a message.

8 . Transfer the caller to someone who can help, if you cannot.

9 . Take a good message (full message), if applicable, and pass it on to the recipient.

10 . Thank the caller.

Remember - A good telephone voice is cheerful and professional!

• Online practice - A classmate and you should practise. Take turns imagining you are phoning a company, asking for somebody who is not there at that moment. Take a proper message with all the relevant details.

• The class will assess your telephone conversation and your teacher will assess the message that you took.

E. General rules

When making a formal call, three rules should influence your choice of words:

1 . Be brief. Do not waste the receiver's time.

2 . Be clear. Explain the background and purpose of your call.