What you would do or say?
Use word processing software, such as MS-Word, and write an expression that could be used in each of the following situations. Follow your instructor's directions for sharing your comments. You may be asked to use a wiki, blog or discussion board.

1. You have been on the phone with someone for a few minutes but didn’t write down their name at the beginning of the conversation. You need to ask them for their name again.?Click here?to read what Amir would say.

   Sorry, could I get your name again? Could you please spell your name for me?
   

2. You are calling for information and the person is speaking too quickly.?Click here?for Amir's response.

   would you mind speak slowly?

   ?wonder if you would mind slowing down a little: Could you please speak more slowly?
   

3. You are on the phone trying to write down the details about a job interview (e.g., time, location). You didn’t understand the street name and the speaker has already repeated the name twice.?Click here?to see what Amir would say.?

   Would you mind spelling the name of the street please? Could you spell that for me please?

4. You didn’t hear a phone number that the caller gave you.?Click here?to see what Amir would say to the caller.

   Could you repeat that for me, please?

5. You are talking to someone on the phone and not sure if they are listening because there is silence at the other end.?Click here?for Amir's respose to this situation.

   You could ask the person a question, e.g., What do you think? Do you agree? How do you feel about that?
   

6. You want to make sure you have understood the directions to a location.?Click here?to read what Amir would say.

   Repeat the directions back to the person, e.g., “Let me see if l have this right you said.."

7. Someone wants to leave a message, but you don’t have a pen and paper handy.?Click here?for Marielba's response.

   Could you please hold for a second while I get a pen?

8. You are in the middle of an important task and you receive a telephone call. You need to finish what you are doing before you can talk to the person.?Click here?to see what Marielba would say.

   Example 1:?I'm just in the middle of something. Can I call you back in a few minutes?

   Example?2:?I'm?in a meeting at the moment. Can I have your number? I'll get back to you as soon as I'm done.

9. You are on the phone with someone and receive a call on another line. What do you say to the person you are speaking to??Click here?for a response from Marielba.

   "I'm sorry, but I just received another call. Do you mind if I put you on hold for a moment while I take this other call? I will be right back with you as soon as possible."
   

10. Someone has kept you on hold for the last 10 minutes. When they finally get on the line, they apologize for the long delay.?Click here?for Marielba's advice.

    "Thank you for getting back to me. I understand that you may have been busy or dealing with other matters. I appreciate your apology and look forward to continuing our conversation. How may I assist you today?"
    

11. You are listening to an automated voice menu that is too fast for you to understand.?Click here?to see what Marielba would do.

    You could try pressing 0" to speak to a person, or replay the menu options
    

12. You are talking to a friend on the phone and suddenly get disconnected.?Click here?for a response from Marielba.

    You could call back and say, "I'm sprry. I think?I just got cut off."
    

13. You call a friend to chat. A few minutes into the conversation, you hear her turn on the tap and rattle some plates. What could you ask??Click here?to read what Marielba might ask.

    ls this a good time to talk??Have l caught you at a bad time?
    

14. You are returning a friend’s call. Your friend called you four days ago.?Click here?for what Marielba would say.

    I'm sorry I'm so late getting back to you. I've been sick with the flu.

15. You are a receptionist in a large company. There is a call for your boss and you know that he is in the washroom.?Click here?to read two responses from Marielba.

    Example 1: I'm sorry, but Ms. Brown is not available at the moment. I can take amessage, or you can call back in 15 minutes

    Example 2: I'm sorry, Ms. Brown is not in her office at the moment. May l take amessage, please?

You may use this text box to brainstorm responses to the above situations. (Note: Anything you write in this text box will be deleted when this page reloads.)