Entretien tlphonique

Bien lire la mise en situation initiale afin de ne pas se tromper de destinataire. Bien utiliser le nom fictif donn au dbut. Ne pas oublier de se prsenter et de donner lobjet de lappel. Poser des questions de manire exhaustive afin dobtenir toutes les informations recherches. Respecter les rgles culturelles (formules de politesse, essayer dadapter la conversation au contexte socio-professionnel). Structurer les questions et varier le mode de questionnement (ne pas se limiter what about ?, essayer de matriser lemploi et la forme du questionnement). Attention au hors-sujet. Eviter dutiliser des mots franais.

SE PRESENTER Good morning / afternoon, this is _________ calling. Good morning / afternoon, its __________ calling. Good morning / afternoon, ____________ calling. Hello, this is _______________ speaking.

EXPLIQUER POURQUOI VOUS APPELEZ Nice to meet you Mr/Mrs. Im phoning you about Sorry to trouble you but Im calling about Im calling to see if we can Im calling for some information (toujours au singulier). Im calling on behalf of Mr/Mrs (de la part de)

FAIRE REPETER / RALENTIR Could you repeat that please ? Im sorry, could you speak more slowly please ? Would you mind slowing down ? I am having trouble following you. Just a minute please. Im trying to write this down. Sorry, I couldnt hear what you said. Would you mind repeating that ? Would you mind spelling that please?

COMMENT METTRE LACCENT SUR LES INFORMATIONS IMPORTANTES Let me go over what you have just said. May I quickly sum up what has been said so far?

DIRE AU REVOIR Thank you, goodbye. Thank you, nice talking to you. Thank you very much, goodbye. Thank you for the information. Thank you for your help. Bye!