NIOS Class 12 English: Chapter 27 Summary of- ‘MANAGING the TELEPHONE’ Section 27.1 Summary of – ‘Calling Out Telephone Numbers’

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Section 27.1 Summary of – ‘Calling Out Telephone Numbers’

• The telephone is the most effective and most frequently used communication way of current world.
• Managing the telephone is scaled job to do which requires tact, training good skill in speaking. While communicating way Telephone you must have to be clear with your voice and must be brief to the point without sounding abrupt or rude and last but not list be a good listener.
• Earphone must to be close to ear which wills helps to listen carefully. A communicator must require taking definite decisions or actions according to what they hear on call and have to made decision quickly to save time and money.
• Try not to be over loud or over quiet as it can make conversation very awkward.
• Don՚t leave the caller on hold for long because it could bored anyone.
• Usually, a receptionist does the work of a telephone operator by receiving incoming calls, transferring out-going calls, helping people to get in touch.
• Telephone numbers play a very important part.
• While any one is representing any organization by call, they must have to mention telephone number and the name of the organisation in the beginning of a call; and ask caller to verify identity or pass on a number to someone in the office as requested. So, it՚s necessary to repeat telephone numbers and communicate them in a well-defined manner.

The following general rules should be followed:

• Figure ‘0’ should be pronounced as ‘zero’ or “oh” .
• Numbers should be grouped in two digits, giving a slight pause between each pair. So, 432 is, four/pause/three two.
• Within the pairs refer to numbers in digits. Eg. 32 is; three two not thirty-two 5642 is five six/pause/four two,
• When the same number/figure occurs in a pair between two pauses, use ‘double’ . Eg. 14456 is one/pause/double four/five six.
• But when a pause falls between repeated digits- i.e.. , each number forms a part of another group – pronounce each number separately. Eg. 500222 is five/zero/zero/two double two.
• When you give or ask for a telephone number, always repeat it to confirm if you have the right number. Ask for confirmation if the caller does not give it.
• Example:

Chris: I՚ll give you, my number. It՚s 6416673.

Mary: Sorry, did you say 6416673?

Chris: Yes, that՚s right.

Mary: Thanks.

Paul: Could you call me on 301757595?

Ravi: Just a minute, I՚ll repeat it … 301 757 595.

Paul: Right, Bye.

Section 27.2 Summary of – ‘In-Coming Calls: Practice’

• Receptionists have to attend to many calls every day. Every call includes some giving and taking of information which must have to note down, conveyed and acted upon.
• Let՚s see three pieces of conversation and study each carefully and note the expressions, vocabulary and turns (exchanges) .
• CONVERSATION A

• CONVERSATION B

• CONVERSATION C