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  • BBC English at Work Episode 14

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    Paul calls Anna into his office to give her feedback about her telephone manner. He politely tells her that he has some concerns about the way she speaks to clients on the phone. Specifically, he says she needs to be more polite when speaking to clients, as it is important for the company's image. Although upset by the feedback, Anna agrees to work on improving her telephone skills.

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    120516162314 Bbc English at Work Episode 14

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    120516162314 Bbc English at Work Episode 14

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    Paul calls Anna into his office to give her feedback about her telephone manner. He politely tells her that he has some concerns about the way she speaks to clients on the phone. Specifically, he says she needs to be more polite when speaking to clients, as it is important for the company's image. Although upset by the feedback, Anna agrees to work on improving her telephone skills.

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    31 views3 pages

    BBC English at Work Episode 14

    Uploaded by

    didikhartadi
    Paul calls Anna into his office to give her feedback about her telephone manner. He politely tells her that he has some concerns about the way she speaks to clients on the phone. Specifically, he says she needs to be more polite when speaking to clients, as it is important for the company's image. Although upset by the feedback, Anna agrees to work on improving her telephone skills.

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    of 3

    English at Work

    Episode 14: Telephone tell-tale


    Giving feedback

    Narrator:

    Hello. We're back at Tip Top Trading. Anna is very busy dealing with Mr
    Lime's big order for Imperial Lemons.
    (phone rings)

    Anna:

    Yes?... Who?... I can't hear you. Mr what? What? Mr Who? I don't know,
    you tell me. Oh, you are Mr Hu... H-U: Hu. Er... No, Tom's busy. Call back
    later. Bye. (hangs up) Tom, Mr Hu called you.

    Tom:

    Mr Hu-

    Anna:

    Mr Hu: H-U

    Tom:

    Anna, Mr Hu is a very important(phone rings)


    Oh! What now?! (answers) Yes?

    Tom:

    (to himself) I'm going to have to talk to the boss about this.

    Anna:

    No. I'm busy, give me your number, I'll call you later. Yep, yep, 6... 8...
    thanks. Bye! (hangs up) Right, now where was I?

    Paul:

    Anna, could I have a word?

    Anna:

    Yes. (to herself) Ohhh, he must want to tell me how pleased he is with the
    Citrus Ventures deal.
    (door closing)

    Paul:

    Now, Anna... biscuit?

    Anna:

    Thank you.

    Paul:

    I'm a little bit concerned about something.

    Anna:

    (to herself/whispering) "I'm a little bit concerned..." Doesn't that mean


    something bad?

    English at Work

    British Broadcasting Corporation 2012


    Page 1 of 3

    bbclearningenglish.com

    Narrator:

    Yes, Anna, Paul is using a polite turn of phrase to say he is unhappy about
    something. Let's see what he's got to say....

    Paul:

    I think you need to work on your telephone manner.

    Anna:

    Work on my telephone manner?

    Narrator:

    It means the way you talk on the phone is not good enough and you have
    to improve it to work on it to make it better.

    Paul:

    Perhaps you should think about

    Narrator:

    Perhaps you should think about that's a polite way of telling you to do
    something!

    Paul:

    Anna, are you listening to me?

    Anna:

    Yes, sorry, I was just sort of, err, talking to myself. Could you repeat what
    you said please?

    Paul:

    Right, I'll start again. I said: I'm a little bit concerned about your telephone
    manner. You need to work on the way you speak to clients. Perhaps you
    should think about being a bit more polite to clients; it's important for the
    image of the company.

    Anna:

    Oh (close to tears) okay.

    Paul:

    You can go now take another biscuit with you that's my last chocolate
    wafer, you lucky thing!
    (door opens and closes)

    Denise:

    Anna? Is everything all right?

    Anna:

    (crying) Yes.

    Denise:

    What's the matter?

    Anna:

    (between sobs) Paul says I need to w-w-w-work on my telephone manner.

    Denise:

    Well I was a bit concerned about it myself. And I think Tom actually
    mentioned it to Paul.
    (Anna breaks down in renewed sobs).
    But, look, I'll help you if you like. I'm a bit of an expert on the phone. I'll
    give you some lessons.

    Anna:

    Oh thank you.

    Denise:

    Come in early tomorrow morning, before the others get here and we'll
    practise.

    English at Work

    British Broadcasting Corporation 2012


    Page 2 of 3

    bbclearningenglish.com

    Anna:

    Thank you Denise, that's very kind.

    Narrator:

    Wow! Denise is actually being nice to Anna. Amazing! Although from what
    I've heard of Denise on the phone, she's only ever gossiping with friends.
    Paul was very gentle and polite in the way he explained to Anna there was
    a problem and that she needed to improve some things. He used these
    phrases:

    I'm a little bit concerned about...


    You need to work on...
    Perhaps you should think about...
    Let's see if Denise manages to teach Anna anything useful next time. Until
    then!

    Listening Challenge
    Question: What does Paul say Anna should be more of when she is on the phone
    to clients?
    Answer: More polite.

    English at Work

    British Broadcasting Corporation 2012


    Page 3 of 3

    bbclearningenglish.com

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