UNIVERSIDAD TECNOLOGICA DE HONDURAS

PLANTILLA PARA DESARROLLO DE CONTENIDO

Module # 6_
I. General Information
Subject: English II CODE: INE-0205
Credit Units: 3 Module Duration: 10 days

Specific Objectives:

-The student will be able to learn how to use phone language.

Skills to Develop:

 Practice the correct use of conversational pitches through the phone.

Brief Description of the Forum:

After reading the material, the student will be able to participate in the discussion
forum and:
1. Practice conversational pitches and the usage of them in conversation form
in the forum.
Brief Description of Activities:
The student will practice conversations using the vocabulary learned.

Homework Description:
Workbook Activities from your Textbook: Open Mind 1b- Unit 9
Homework Template Module No. 6

II. Content
Phone Language

INTRODUCTION
III. Content Development

Phone Language

There is a new industry of services in Honduras that has an exponential growth and is
called call center. Call center is a centralized office used for the purpose of receiving or

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 UNIVERSIDAD TECNOLOGICA DE HONDURAS
PLANTILLA PARA DESARROLLO DE CONTENIDO
transmitting a large volume of requests by telephone. An inbound call center is operated
by a company to administer incoming product support or information inquiries from
consumers. Outbound call centers are operated for telemarketing, debt collection
and market research. A call center is operated through an extensive open workspace
for call center agents, with work stations that include a computer for each agent,
a telephone set/headset connected to a telecom switch, and one or more supervisor
stations.

In this module you will learn about some typical phrases that you can be used in a
telephone conversation. Some of them are formal and informal conversation.

Example of a Formal Phone Conversation

A: Good afternoon, this is Mark speaking, how may I help you?

B: Hello, Could I speak to Ms. Linda Jenkins, Please?

A: I’m sorry, she isn’t here right now. Would you like to leave a message?

B: Yes, Please as her to call Marisa Lund. My number is (640) 806-9721

A: Yes, of course.

B: Thank you

A: You’re welcome.

As you have read the conversation is an example of a formal phone pitch that
companies have when people are being called to ask for someone. If you work

answering phones in a company or you work in a call center you have to be very
professional at the time when calls are being made.

Example of an Informal Phone Conversation

A: Hello?

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PLANTILLA PARA DESARROLLO DE CONTENIDO
B: Hi, is Olivia there?

A: No, sorry, she isn’t.

B: Oh, Ok. Can I leave a message?

A: Sure

B: This is Mark. Can you ask her to call me?

A: Ok, no problem

B: Thanks

As you have read the conversation is an example of an in formal phone

conversation.

I. BIBLIOGRAPHY

1. Textbook: Open Mind Level 1B, Editorial Macmillan, 2da Edición.

2. Workbook Open Mind Level 1B, Editorial Macmillan, 2da Edición.
3. Diccionario de Ingles / Español o www.dictionary.com
4. Laboratorio de Idiomas - Open Mind :www.macmillanmind.com
5. English Central Website- www.englishcentral.com