Self‑Learning: Telephoning Basics (A1-A2) — Pharma Office
Lesson map
0) Get Ready · 1) Exposure · 2) Noticing · 3) Guided Practice · 4) Transfer · 5) Mission (Message Slip) · 6) Recycling · 7) Pronunciation · 8) Reflection · 9) Spaced Practice
Activity 0 — Get Ready (Warm‑up)
Introduction: You will learn the core phone flow for an office in pharma: greeting, clarifying, transferring, and taking a message.
Your task: Write two polite lines for the start of a call and two for the end. Say them aloud once.
Activity 1 — Exposure (Read the dialogues)
Introduction: Read two short dialogues. Notice how the secretary moves from greeting → clarify → transfer/message.
Dialogue A
S: Lek Lendava, how can I help?
C: Hello, can I speak to Dr Novak?
S: Who is calling, please?
C: Marko Kralj from Sandoz.
S: Thank you. One moment, I’ll transfer you.
Dialogue B
S: Lek Lendava, how can I help?
C: Hi, your line is very busy.
S: I’m sorry. Can I take your name, number, and the reason for the call?
C: It’s Ana Kovač. 041 555 210. Meeting time change.
S: Thank you. I’ll pass the message.
Tick : greeting · request · transfer · message‑taking · close. Use the buttons below.
Tick what you hear in Dailogue A and Dialogue B.
Activity 2 — Label & Order
Introduction: Order the call stages. Drag the tiles or use ↑/↓ keys. Then check your order.
Sentence Order — Put the call in the right sequence
Target: Greeting → Clarify → Transfer → Message‑taking → Close.
Pronunciation mini‑notes
- Can I → /kænaɪ/ (linking)
- I’ll → /aɪl/
- Calm, polite: “Please hold.”
Activity 3 — Repeat & Substitute
Introduction: Say the key lines aloud, then swap the underlined parts to fit different situations.
- Shadow: “Who is calling, please?” · “One moment, I’ll transfer you.” · “Can I take your name, number, reason?”
- Substitute quickly: speak to Purchasing / HR / QA · transfer to extension 214 · take caller’s email.
- Numbers & spelling: pretend you are the caller; say your number and spell your surname.
Activity 4 — Transfer to New Contexts
Introduction: Use the same frames in new micro‑contexts. Keep it short and polite.
Activity 5 — Mission: Complete the Message Slip & Read Back
Introduction: Fill in the interactive slip below. Then press Generate read‑back and say the sentence out loud.
Random Caller Prompts (rapid drills)
Tip: ask yourself to spell the name and read the number digit by digit before you fill the slip.
Say it smoothly — “Let me read that back: … Is that correct?”
Activity 6 — Recycling (Quick review)
Introduction: Keep the language fresh. This fast check helps memory.
Your task: Write one greeting, one clarify line, and one read‑back sentence you can use tomorrow.
Activity 7 — Pronunciation Micro‑Drill
Introduction: Focus on two quick sounds to sound more natural.
- Linking: “Can I” → /kænaɪ/ (say it fast, as one unit).
- Contract: “I will” → “I’ll” /aɪl/.
- Say three numbers slowly, then fast (e.g., +386 41 555 210).
Activity 8 — Reflection
Introduction: Reflection locks in progress.
Your task: Write two lines you actually said today during the lesson. When will you use them this week?
Activity 9 — Spaced Practice Plan
Introduction: Review at two time points to move to long‑term memory.
- Now (1 min): Read your greeting and read‑back line aloud.
- T+3 days: Use “New prompt” and complete a new slip.
- T+2 weeks: Do a fast phone role‑play with one colleague; aim for smooth linking in “Can I…”.
Language Box (quick reference)
Patterns
- Greeting: “Lek Lendava, how can I help?”
- Clarify: “Who is calling, please?” / “Could you spell that, please?”
- Transfer/Hold: “One moment, I’ll transfer you.” / “Please hold.”
- Message: “Can I take your name, number, reason?”
- Read‑back: “Let me read that back: … Is that correct?”
- Close: “Thank you. Have a good day.”
Vocab
extension · hold · transfer · voicemail · message
Pronunciation
- Can I → /kænaɪ/ (linking)
- I’ll → /aɪl/.
- Numbers: group digits clearly.
Source: Sandoz/Lek Slovenia secretary context · CEFR A1→A2