Course Details
Telephone Techniques for the Office: An Advanced ESOL Course
14 Jun 2012
Professional Development
Communication
The University of Auckland
Room 332, Level 3, Building 810, 1-11 Short Street, Auckland Central
Two Half Days
9am-12pm
9am-12pm
$695.00
Includes morning tea
Includes morning tea
Talking on the telephone in English can be particularly challenging, when you can't see facial expressions or gestures, and when silences can be deadly.
Accuracy in giving and receiving information is vital to give a good impression of you and your organisation, and to prevent confusion and time-wasting. This course will develop the skills necessary to cope with a variety of situations: from exchanging information , checking and clarifying details, taking and leaving messages, and dealing with difficult people. Special attention will be given to pronunciation features of spoken English, stress and intonation.
Course outline
The challenges: the extra skills required for good phone technique
Clarification: what to do when you don't understand
Getting the facts
Checking the other person has understood you
Taking and leaving messages
Exactly what to say in a variety of situations
Exercises to practise so that your accent doesn't get in the way of your listener's understanding
Learning outcomes
During this course you will learn to:
ask for clarification
check the other person has understood your message
take and leave messages
respond politely to a variety of situations
identify features of their own pronunciation that might need improvement.
Who should attend?
Expertly designed this course is for speakers of other languages (ESOL students) at an advanced level who need professional telephone skills for the Kiwi workplace.
Accuracy in giving and receiving information is vital to give a good impression of you and your organisation, and to prevent confusion and time-wasting. This course will develop the skills necessary to cope with a variety of situations: from exchanging information , checking and clarifying details, taking and leaving messages, and dealing with difficult people. Special attention will be given to pronunciation features of spoken English, stress and intonation.
Course outline
The challenges: the extra skills required for good phone technique
Clarification: what to do when you don't understand
Getting the facts
Checking the other person has understood you
Taking and leaving messages
Exactly what to say in a variety of situations
Exercises to practise so that your accent doesn't get in the way of your listener's understanding
Learning outcomes
During this course you will learn to:
ask for clarification
check the other person has understood your message
take and leave messages
respond politely to a variety of situations
identify features of their own pronunciation that might need improvement.
Who should attend?
Expertly designed this course is for speakers of other languages (ESOL students) at an advanced level who need professional telephone skills for the Kiwi workplace.
Rosemary Hepozden
Rosemary Hepozden has been teaching English as a Second Language since 1991. She taught adults in language schools, universities and businesses overseas -- in England, Italy, and Turkey -- before returning to Auckland where she was Director of Studies at a private language school for five years. For the last ten years, Rosemary has provided various writing and ESOL courses through the University of Auckland's Centre for Continuing Education. She loves good language and clear communication, and has a continuing passion for helping students of English understand,
enjoy and excel in the Kiwi workplace.
Rosemary Hepozden has been teaching English as a Second Language since 1991. She taught adults in language schools, universities and businesses overseas -- in England, Italy, and Turkey -- before returning to Auckland where she was Director of Studies at a private language school for five years. For the last ten years, Rosemary has provided various writing and ESOL courses through the University of Auckland's Centre for Continuing Education. She loves good language and clear communication, and has a continuing passion for helping students of English understand,
enjoy and excel in the Kiwi workplace.