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Read the telephone conversation below and answer the questions that follow.

      

Read the telephone conversation below and answer the questions that follow.

Francis: Hello, is that Chileka International Airport?
Edith: (Picking the phone) The mushrooms are 500 kwacha per kilogram.
Hello, is anybody on this line?
Francis: Hello, is that Chileka International airport?
Edith: What do you want?
Francis: Please confirm for me whether I called the right place, Chileka International Airport?
Edith: (Frowning) Which other airport shares a similar phone number as this?
Francis: May I then speak to the Managing Director?
Edith: I don’t mind a baby….(on phone), what did you say ?Oh, the Managing Director can’t talk to you.
Francis: Can I then leave a message which you can pass to him?
Edith: Why can’t you call him on his personal line…(away from the receiver) serve me a cup, tea tastes
better when hot.
Francis: (Surprised) Hello, excuse me madam, I am Francis Chumachamara and am requesting to talk to the
Managing Director over an important matter concerning one of your employees…
Edith: I told you the Managing Director is not in (hangs up).

i). Explain four things that make Edith an ineffective communicator.

ii). Explain three things that one should observe if they are to communicate effectively over the phone.

  

Answers


Martin
i). Explain four things that make Edith an ineffective communicator.
- Edith is rude, she asks ‘what do you want’
- She is not a keen listener, picks up the phone but goes on talking with someone else.
- She is impatient, hangs up before Francis finishes talking.
- She does not introduce herself or even the organization she works for.


ii). Explain three things that one should observe if they are to communicate effectively over the phone.
- Use polite language.
- One should introduce his/herself
- Greetings, help in creating rapport
- Be keen so as to get the details of the message by the other person
marto answered the question on May 28, 2019 at 06:28


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