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A. TUJUAN PEMBELAJARAN

Setelah mempelajari materi ini anda diharapkan mampu berkomunikasi melalui telephone

dengan menggunakan ungkapan-ungkapan yang sesuai.

B. URAIAN MATERI

Telephone adalah alat komunikasi yang telah menjadi bagian dari kehidupan kita sehari – hari.

Hampir semua orang mempunyai telephone dan tahu bagaimana menggunakanya. Materi kita

kali ini akan membahas secara spesifik bagaimana cara berbicara lewat telephone dalam situasi

tertentu khususnya dalam situasi bisnis. Walau bagaimanapun pada saaat berbicara lewat

telephone dalam situasi bisnis kita harus dapat melakukanya secara professional.

Ketika kita bekerja disebuah perusahaan internasional atau perusahaan dimana tempat kita

bekerja memiliki mitra perusahaan asing, dan kita bertugas untuk menerima sebuah panggilan

telephone yang masuk, kita sudah harus tahu dengan istilah – istilah atau ungkapan – ungkapan

tertentu yang sering digunakan dalam percakapan bisnis lewat telephone.

Contoh kalimatpesan sederhana lewat telephone.

I. RECEIVING CALLS

Saat ada panggilan telepon masuk, dan telepon berdering, sebaiknya kita tidak membiarkan

terlalu lama telepon tersebut berdering. Jangan biarkan telepon berdering lebih dari tiga kali,

karena telepon bisnis merupakan sebuah panggilan yang sangat penting. Jangan membuat orang

lain menunggu. Selain itu, gunakan kalimat sapaan yang formal, dan sebutkan nama perusahaan

UNIT II

TELEPHONING

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saat menjawab sebuah panggilan yang masuk supaya orang yang menelepon tahu bahwa dia

menelpon nomor yang benar.

Answering at a switchboard / in an office / at a private number.

Good morning, Montreal supplies. May I help you?

Hello, Lion Restaurant. Can I help you?

Good afternoon, Roland Scott, speaking.

Hello, 88675932

Requesting Identity

Who’s calling, please?

May I ask who’s calling?

Who’s speaking, please?

Can I have your name, please?

Asking the caller to hold

Hold the line, please. I’ll see if he’s in

Hold on, please. He’s coming now

Just a moment, please. She’ll be with you right away

One moment, please. I’ll see if he’s free

He’s speaking on the other line. Will you hold?

Connecting the callers

I’ll connect you with the manager

I’ll put you trough to the manager

It’s ringing for you

You’re trough. Go ahead.

The person being called is not in

I’m sorry; the manager is out at the moment

I’m terribly sorry. Mr Hotman is away on business right now He is not in the office

now, but he’ll be back

Taking messages

Can I take a message?

Can I give him a message?

Can I you have like to leave a message?

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II. MAKING CALLS

Ungkapan ini mungkin di gunakan bukan pada saat kita menerima panggilan yang masuk, tapi

ungkapan ini di gunakan pada saat kita ingin membuat sebuah panggilan telephone.

Dalam situasi bisnis pada saat kita ingin melakukan panggilan telepon, lakukan dengan singkat

dan jelas dengan menyebutkan identitas dan maksud atau tujuan melakukan panggilan telephone

tersebut.

Requesting a particular person or service

May I speak to Mr. Bates, Please?

May I speak to the manager, please?

May I have the Account Department, please?

Identifying yourself

This is Mr. Delano’s secretary

This is Pierre Humphrey

I’m calling on behalf of Mr. Humphrey

The person you are calling is not in

Could you tell me when he’ll be back?

Do you know what time she’ll be back?

Yes, could you tell him to call me back?

Yes, tell her that I call. This is Rita

No, thanks. I’ll call back later

No, thanks. It’s not urgent

Contoh Dialog:

1. Someone want to see Mr. Lubis, the general manager

Caller : Hello, May I speak to Mr. Lubis?

Secretary : Who’s calling please?

Caller : Andy Wibowo, is he in, please?

Secretary : He isn’t in the office, Sir.

Would you like to leave a message?

Caller : No, thanks

Secretary : Would you call back later?

Caller : Yes, I will

2. A: Hello

B: Hello, who’s speaking?

A: I am Mr. Didy from PT Lucky. Is Mr. Andi in?

B: oh, I’m sorry. He is out for lunch. He will come back at two o’clock. Could you call

back?

A: Oh, dear, could I possibly leave a message then?

B: Yes, please. but, just a minute, I will take my note first. OK, what is it?

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A: Well, I have promised to meet him this afternoon to talk about our corporation,

unfortunately I can’t afford to come. I have to take my wife to the doctor. So, I was

wondering you to tell that I will come on the following day at 10 o’clock

B: OK, anything else?

A: No, thanks a lot

B: You are welcome.

3. Operator : Hello, Frank and Brothers, How can I help you?

Peter : This is Peter Jackson. Can I have extension 3421?

Operator : Certainly, hold on a minute, I'll put you through...

Frank : Bob Peterson's office, Frank speaking.

Peter : This is Peter Jackson calling, is Bob in?

Frank : I'm afraid he's out at the moment. Can I take a message?

Peter : Yes, Could you ask him to call me at . I need to talk to him about the Nuovo

line, it's urgent.

Frank : Could you repeat the number please.

Peter : Yes, that's , and this is Peter Jackson.

Frank : Thank you Mr Jackson, I'll make sure Bob gets this ASAP.

Peter : Thanks, bye.

Frank : Bye.

C. CONTOH SOAL DAN PEMBAHASAN

1. Customer Service : Customer Service, This is frank speaking. Can I help you?

Angelia : I am Angelia, I want to active online bankimg on my phone

Customer Service : …..

Ana : 085368300688

A. Can I have your number?

B. Where is your phone?

C. What’s your number?

D. How much is your number?

Jawaban : A

Pembahasan : Pada dialog diatas antara Customer Service dengan Angelia, respon

angelis adalah menyebutkan nomor, maka jawaban yang paling tepat adalah A.

2. Caroline : Hello, This is Carolone. What can I do for you?

Alex : Can I talk to Mr. Armand?

Carolone : Sure, ……

A. He is out at the moment

B. Wait at the moment, please

C. Any message?

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D. Please call him later

Jawaban : B

Pembahasan : Respon dari Caroline terhadap Alex menunjukkan respon yang positif

sehingga jawabannya adalah B.

3. Bian : Hello, can I speak to Ghea?

Rudy : Sorry, she’s out now …..

Bian : Okay. Just tell her that Bian called.

A. What can I do for you

B. Call her again later

C. Any messages?

D. Do you want to hold the line or call back later?

Jawaban : C

Pembahasan : Pada saat Bian menelpon, Ghea sedang keluar. Oleh karena itu Rudy

memintanya untuk meninggalkan pesan . Maka jawaban yang paling tepat adalah C.

B. LATIHAN SOAL

I. Complete the following dialogue by using the correct expression

Conversation

Receptionist : Good morning, R n R corporation(1)..........?

Nisa : Morning my name is Nisa,(2)........... Mr Mark please?

Receptionist : (3)............ I will check if he is at the office now.

Nisa : Ok, I will hold the line.

Receptionist : Mrs Nisa thank you for waiting, Mr Mark is having a guest this

moment.(4).............?

Nisa : No, it’s ok, I think I will call him back one hour later.

Receptionist : Is there anything else i can help you?

Nisa : No thank you bye.

Receptionist : Thanks for calling R n R corporation, bye.

Answer the following questions based on the text above!

5.What is the name of Mr Mark corporation?

6. Who does answer Nisa’s phone call?

7. Can Nisa talk to Mr Mark?

8. What is Mr Mark doing when Nisa call?

9. When does Nisa call Mr Mark corporation?

10.Does Nisa leave the message?

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II. Choose the best answer for the following questions:

1) Receptionist : Good morning. What can I do for you Sir?

Guest : I’d like to talk to the Personnel Manager, please.

Receptionit : ……….

Guest : Yes. My name is Hendarto.

A. May I have your

B. Could you call him later

C. Could I tell your name?

D. Have you met him before

E. Have you made an appointment

2) Receptionist : Good morning, Nirwana Hotel. Can I help you?

Caller : Room 1023, please.

Receptionist : I’m sorry, there is no answer ………?

A. What can I do for you?

B. How do you spell

C. Can I take a message?

D. He is not in at the moment

E. Can I help you?

3) Sandi : Good morning. This is Sandy. May I talk to Mr. Zaenal, please?

Receptionist : ………. I’ll try to put you through to Mr. Sandi at his office

A. Sorry to keep you waiting

B. Who’s speaking, please?

C. Hold the line, please?

D. Yes, I’m speaking

E. Can I help you?

4) Receptionist : ………..

Caller : May I speak to Mr. Rahadi, please?

Receptionist : Hold on, please?

A. Good morning, Nusantara Airlines. Can I help you?

B. Hi. This is Nusantara Airlines. Can I help you?

C. Hi. I’m Rendy from Nusantara Airlines. Who are you?

D. Hello. Good morning. You’re Mr. Gondo, right?

5) Aryo : Good morning. This is Aryo calling. May I talk to Mr. Agus, please?

Receptionist : ……. I’ll try to put you through to Mr. Agus at his office.

A. It’s all right

B. Hold the line, please!

C. Who’s speaking, please?

D. Sorry to keep you waiting

6) Operator : Subscription Division, Tempo Magazine. Can I help you?

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Caller : Yes, I’d like to subscribe to Tempo.

Operator : Yes, ma’am …..

Caller : This Susan Olivia

A. Can I talk to Susan Olivia

B. Shall I call you with your last name?

C. May I know who’s calling, please?

D. Can you tell me her name, please?

7) Caller : Hello ….. ?

Nita : I’m sorry, he is out. Could you back at four?

Caller : All right. Thank you.

A. Could you speak to Mr. Aziz, please?

B. Can I take a message from you?

C. Could I speak to Mr. Aziz, please?

D. Would you like to call him again?

8) Doni : Hello ….. ?

Iwan : Yes,speaking

Doni : I need some information about the product you launched yesterday?

A. Could you tell me about your product, please

B. Who’s speaking

C. Could I speak to Mr. Iwan, please

D. Could you put me through to Doni

9) Sandy : Good morning. This is Shandy. May I talk to Mr. Zaenal?

Receptionist : Hold the line, please? ………. to Mr. Shandy at his office

A. Sorry to keep you waiting

B. Who’s speaking, please?

C. I’ll try to put you through

D. Yes, I’m speaking

10) Taufiq : Happy Travel. Taufiq speaking.

Olga : …….

Taufiq : Oh yes, Miss Olga I hope you and your family will have a wonderful

Time.

Olga : Thank you. We are very excited.

A. I am sad to tell you the truth

B. I liked to talk about the ticket service

C. I am disappointed with the service last night

D. I am calling to confirm my trip to Disneyland

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I. Answer the following questions based on the dialogue!

Claire : Hello, finance department.

Jennifer : Hello, can I speak to Mr. Adrian Hopwood, please?

Claire : I’m afraid he’s in a meeting at the moment. How can I help?

Jennifer : No, I need to talk to Mr. Hopwood, I think. What time will he be out of the

meeting?

Claire : In about an hour. Can you call back later?

Jennifer : Okay, I’ll do that.

Claire : Or can I take a message?

Jennifer : Actually, would you mind? Could you tell him that Jennifer Mc. Andrews

called and that I’m in the office all day if he could call me back.

Claire : Can I take your number, please?

Jennifer : Yes, it’s 5556872

Claire : 5556872. Okay, I’ll make sure he gets the message.

Jennifer : Thank you very much for your help, Good bye!

Claire : Good bye!

1. Who is the caller?

2. Whom does he want to speak to?

3. What does Claire say to show handling telephone message about Mr. Adrian

Hopwood

4. How does Claire say to know who is calling?

5. What is Miss. Jenifer’s messagage?

II. Choose the best answer for the following questions!

1) Andre : I need to book a room for this weekend. May I know the rate?

Banu : …… And which room would you like to have, single or double?

Andre : Sure. My name is Andrea Thomas and I’d like single room, please.

A. Will you put me through Mr. Brown?

B. Can I talk to the manager?

C. May I leave a message?

D. May I know who’s speaking?

2) Receptionist : Good morning. What can I do for you, Sir?

Guest : I’d like to talk to the Personal Manager, please?

Receptionist : …….?

EVALUATION

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Guest : Yes. My name is Hendarto

A. May I have your name

B. Could you call her later

C. Have you met him before

D. Have you made an appointment

3) Cokro : Hello, It’s Cokro. Can I help you?

Baim : Can I talk to Mr. Budi?

Cokro : Sure, …….

A. He is in a meeting now

B. Any message?

C. Just a moment, please

D. Call him latter

4) Customer Service : Customer Service, This is Linda speaking. Can I help you?

Ana : I am Ana, I want to active online bankimg on my phone.

Customer Service : …..

Ana : 088734691088

A. Can I have your number?

B. Where is your phone?

C. What’s your number?

D. How much is your number?

5) Caller : Hello ….. ?

Andrew : I’m sorry, he is in meeting now. Could you back at three?

Caller : All right. Thank you.

A. Can I take a message from you?

B. Could I speak to Mr. Imron, please?

C. Could you speak to Mr. Imron, please?

D. Would you like to call him again?

6) Receptionist : Good morning. What can I do for you, Sir?

Guest : I’d like to talk to your Manager, please?

Receptionist : …….?

Guest : Yes. My name is Jonathan.

A. Have you made an appointment

B. Could you call her later

C. May I have your name

D. Have you met him before

7) Aryo : Good morning. This is Aryo. May I talk to Mr. Raflyl, please?

Receptionist : …… I’ll try to put you through to Mr. Rafly at his office.

A. Sorry to keep you waiting

B. Yes, I’m speaking

C. Hold the line, please?

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D. Who’s speaking, please?

8) Chandr : Hello, It’s Chandra. …….. ?

Baim : Can I talk to Mr. Budi?

Chandra : Sure, Just a moment, please

A. What’s do you want?

B. What can you do then?

C. What can I do for you?

D. Can you help me?

9) Yoyok : Hello

Soleh : Hello, who’s speaking?

Yoyok : I am Mr. Darman from PT Anjungan. Is Mr. Ali in?

Soleh : ………

Yoyok : May I leave a message. please?

A. Wait a moment, please

B. Hold the line, please

C. Sorry, He is meeting

D. Sorry, He is in his office

10) Secretary : Good afternoon. Rara Corporation. Can I help you?

Caller : Good afternoon. May I speak to Mr. Farhan, please?

Secretary : …………

Caller : This is Rafif Company.

A. Who’s speaking, please?

B. What’s your name?

C. Where are you?

D. May I know you?