Improving your telephone manner

training

/ˈtreɪnɪŋ/

▪ the process of learning skills for a job

▪ đào tạo

📌 Anna joined a training session to improve her phone skills.

session

/ˈseʃn/

▪ a period of time spent doing a particular activity

▪ buổi học

📌 The session with Denise helped Anna feel more confident.

rude

/ruːd/

▪ not polite or respectful

▪ thô lỗ, khiếm nhã

📌 A short, cold greeting can sound rude on the phone.

caller

/ˈkɔːlə/

▪ the person who makes a phone call

▪ người gọi

📌 The caller asked to speak with a colleague.

unavailable

/ˌʌnəˈveɪləbl/

▪ not able to be reached or spoken to

▪ không tiện nghe máy

📌 If someone is unavailable, offer to take a message.

receiver

/rɪˈsiːvə/

▪ the person who answers the phone

▪ người bắt máy

📌 The receiver should respond politely and professionally.

take a message

/teɪk ə ˈmesɪdʒ/

▪ to write down information for someone who is not available

▪ ghi lại lời nhắn

📌 She offered to take a message for her colleague.

context

/ˈkɒntekst/

▪ the situation or background information

▪ bối cảnh

📌 The context of the call affects how you respond.

purpose

/ˈpɜːpəs/

▪ the reason for doing something

▪ mục đích

📌 Understanding the purpose of the call helps guide the conversation.

telephone etiquette

/ˈtelɪfəʊn ˈetɪkət/

▪ proper behavior when speaking on the phone

▪ nghi thức điện thoại

📌 Good telephone etiquette includes being calm and polite.

do lunch

/duː lʌntʃ/

▪ to go out and eat lunch with someone

▪ đi ăn trưa

📌 Mr Lime asked Anna to do lunch, but his tone was questionable.

company image

/ˈkʌmpəni ˈɪmɪdʒ/

▪ the public perception of a business

▪ hình ảnh công ty

📌 How employees speak on the phone affects the company image.

have a word

/hæv ə wɜːd/

▪ to speak briefly with someone

▪ nói chuyện riêng

📌 Paul wanted to have a word with Anna about her phone manner.

give feedback

/ɡɪv ˈfiːdbæk/

▪ to provide comments or evaluation

▪ đưa ra nhận xét

📌 He tried to give feedback in a gentle and respectful way.

work on

/wɜːk ɒn/

▪ to improve or develop something

▪ cải thiện, rèn luyện

📌 Anna was advised to work on her phone tone.