Listening and Speaking. Telephone Etiquette: Polite Language

Take Off

Discuss in a group the rights that every human being should enjoy. What should you do if your rights are denied?

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Telephone Etiquette: Polite Language

Activity 1

In groups, discuss these questions.
  1. To whom do you make telephone calls?
  2. What kind of language do you use to make sure the person you are speaking to feels respected?

Activity 2

Listen to the telephone conversation below and role play it.

Akinyi:

Hello. May I speak to Mr Ekuam?

Ekuam’s
​Secretary:

May I know who is calling please?

Akinyi:

Ekuam’s Secretary:

Ekuam’s Secretary:

Hello, Akinyi. Mr Ekuam is in another office. Let me put you through to him. There you are. You can speak to him now.

Akinyi:

Good morning, Mr Ekuam. I am Akinyi, the daughter of your friend, Okelo. Thank you for taking the time to speak to me.

Mr Ekuam:

Good morning, Akinyi. I am delighted that you have called. How are you and how is your family?

Akinyi:

All of us are doing well, thank you. I hope you are fine too, sir.

Mr Ekuam:

Yes, I am very well, thank you. Now, how may I help you?

Akinyi:

Our teacher has asked us to find out what human rights are. Since you work with a human rights organisation, I thought you could help me.

Mr Ekuam:

That is an important subject. Every person is entitled to certain things regardless of nationality, race, religion, ethnic group or social class. Can you guess some of these things?

Akinyi:

Let me try. I think everyone should have food, shelter and clothing.

Mr Ekuam:

You are right. In addition, every person has a right to life, education, health care and freedom. No one should deny you these rights.

Akinyi:

I now understand. Thank you very much, Mr Ekuam.

Mr Ekuam:

You are most welcome, Akinyi. Human rights is a broad subject.You can search for more information on the Internet.

Akinyi:

I will. Goodbye and thank you once again.

Mr Ekuam:

Goodbye, Akinyi.

Activity 3

In groups, answer these questions.
  1. What polite expressions are used in this telephone conversation?
  2. Why do you think Akinyi gets the information she needs easily?

Activity 4

  1. Work in groups. Group A will prepare cards with the expressions in column A in the table below. Group B will prepare cards with the expressions in column B. Then close your textbooks.

A

B

Hello.
​I am sorry to call so early.
​There is something I want to ask you.
​Thank you for the information.
​I am deeply grateful. You have been very helpful.
​Excuse me, I have to go now. Someone is calling me.
​Goodbye. Have a lovely day.

Hello.
​It is all right. It is not too early.
​I am listening.
​I am glad you find the information useful.
​You are welcome. Please feel free to consult me at any time. After all, what are friends for?
​That is fine. I also need to pick a book from the library.
​Goodbye. Have a good day too.

  1. Jumble each set of cards.
  2. One of you in Group A will pick a card and read what is written on it. Members of Group B will select a card from their set that contains the appropriate response. Next, a member of Group B will read out a card and a Group A member will select the correct response.

Activity 5

Listen to the video clip the teacher will play for you. Then in pairs, list the polite expressions used.

Here is an example:

Neema:

Hello. May I speak to Furaha, please? My name is Neema.

Musa:

Hello, Neema. I am afraid Furaha is not in the office at the moment. My name is Musa, Furaha’s colleague.

Neema:

Hello, Mr Musa. Could you please pass a message to her when she returns?

Musa:

I shall be glad to do so.

Neema:

Furaha has been intending to interview a human rights lawyer.Tell her that my uncle, who works for the United Nations Human Rights Commission, is visiting us on Saturday.

Musa:

At what time will your uncle arrive? Where do you live?

Neema:

He will come at noon and will stay until evening.

Musa:

Excuse me, where is your home?

Neema:

Pardon me, I forgot to say. We live near Ruai on Kangundo Road. In fact, Furaha has been to our home many times.

Musa:

All right, Neema. I shall tell Furaha that your uncle who works at the United Nations Human Rights Commission is visiting you in Ruai on Saturday from midday. She can plan to interview him then.

Neema:

That is correct. Thank you very much. It has been nice talking to you, Mr Musa. Goodbye.

Musa:

You are welcome. Goodbye, Neema.

Here is an example of a filled in telephone message card for Furaha. Study it carefully:

Activity 7

Imagine your cousin Ben called to talk to your sister Mutanu who has been sent by your mother to the market. He wanted your sister to accompany him to the library in the nearby shopping centre. Take down the message that your cousin wanted to convey to her. Use the format of the message you have just studied.

Take Home Assignment

Share with family members what you have learnt about telephone etiquette.

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