Identify the organisation or department and yourself.
Establish the purpose, explain a transfer and check whether the caller is willing to hold.
If the person is unavailable, offer an appropriate message route.
See it. Say it. Understand it.
Easy / Start here
This is the training office, Amila speaking. How may I help?
Moderate / Add a little
May I put you on hold while I check?
More detail for teachers and confident learners
Identify the organisation or department and yourself. Establish the purpose, explain a transfer and check whether the caller is willing to hold. If the person is unavailable, offer an appropriate message route. Before transferring, pass on essential context so the caller need not repeat everything unnecessarily.
A caller needs a clear opening, attentive listening and a dependable next step. Confirm names and important details without making the exchange feel mechanical. When handling a problem, acknowledge its practical effect and explain what can be done within your authority. Never promise a result that depends on someone else without checking. Practise with varied accents and ordinary background noise at a manageable level, focusing on understanding and clarification rather than accent judgement.
වැඩි විස්තර අවශ්ය විට පමණක් මෙම කොටස කියවන්න.
Optional extra unit worksheet
Practise the whole unit and receive a separate answer or model guide.
Repeat essential details in manageable groups and ask for spelling where needed.
Distinguish similar times or numbers through context and confirmation.
A correction should be acknowledged and updated in the record.
See it. Say it. Understand it.
Easy / Start here
Did you say fifteen or fifty participants?
Moderate / Add a little
Let me confirm: Tuesday, 12 November, at ten o'clock.
More detail for teachers and confident learners
Repeat essential details in manageable groups and ask for spelling where needed. Distinguish similar times or numbers through context and confirmation. A correction should be acknowledged and updated in the record. Use the organisation's normal conventions when reading dates, and clarify any ambiguity.
A caller needs a clear opening, attentive listening and a dependable next step. Confirm names and important details without making the exchange feel mechanical. When handling a problem, acknowledge its practical effect and explain what can be done within your authority. Never promise a result that depends on someone else without checking. Practise with varied accents and ordinary background noise at a manageable level, focusing on understanding and clarification rather than accent judgement.
වැඩි විස්තර අවශ්ය විට පමණක් මෙම කොටස කියවන්න.
Optional extra unit worksheet
Practise the whole unit and receive a separate answer or model guide.
Acknowledge the problem, establish the facts and explain the next available action.
Keep the tone calm and avoid arguing about blame.
If the solution requires another team, explain the process and realistic timing.
See it. Say it. Understand it.
Easy / Start here
I understand that the delay has disrupted your plans.
Moderate / Add a little
I will check the booking and update you by four.
More detail for teachers and confident learners
Acknowledge the problem, establish the facts and explain the next available action. Keep the tone calm and avoid arguing about blame. If the solution requires another team, explain the process and realistic timing. A good response does not invent a guarantee to make the caller feel temporarily reassured.
A caller needs a clear opening, attentive listening and a dependable next step. Confirm names and important details without making the exchange feel mechanical. When handling a problem, acknowledge its practical effect and explain what can be done within your authority. Never promise a result that depends on someone else without checking. Practise with varied accents and ordinary background noise at a manageable level, focusing on understanding and clarification rather than accent judgement.
වැඩි විස්තර අවශ්ය විට පමණක් මෙම කොටස කියවන්න.
Optional extra unit worksheet
Practise the whole unit and receive a separate answer or model guide.
The paid worksheet brings together all the lessons in this unit. A separate answer or model guide is included. Page count depends on the skills and activities.
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