Yesterday we saw how important telephone skills are in business. When Gary said： “You hold on, ah.”, he began with the word “you”, which makes him sound bossy and impolite. A much better way is： “Please hold the line for a moment”。
From her office, Jane can see cardboard boxes piled up in Reception……
Jane： （calling） Oh, Gary！ Do you know why there's a delivery still in Reception？
Gary： （calling back） Reception - ah？
Jane： Yes. In reception. Do you know whether we ordered any new IT equipment？
Gary： IT - ah？
Jane： Look at all those boxes - what are they all for？
Gary： What for - ah？
Jane comes to see for herself……
Jane： Of course！ My new computer！ Where do you think we should put it for now, Gary？……
Gary doesn't reply……
Jane： Gary？
Later that morning. Jaya arrives ……
Jaya： Morning, Gary！ ……We can't leave everything here. Where did Jane tell you to put it？
Gary： Jane？ …… Ai……yah, sometime when she talk I catch no ball！
Jaya： What on earth does that mean？ - Oh, never mind - let's unpack it.
Gary： （to himself） Big one how to open？
Gary starts unpacking the boxes……
Gary： This one do what？
Jaya： That goes with the printer.
Gary： This cable go where？ …… Black one where to put？……
Narrator： Did you notice any difference between the way Gary asks questions and the way that Jane and Jaya do？
Replay……
Jane： Look at all those boxes！ What are they all for？
Gary： This one do what？
Narrator： Gary ends his question with the question-word “what”, but this should be the first thing we hear in a question. Listen……
Replay……
Gary： This one do what？
Narrator： Jaya, what should Gary say here？
Jaya： What does this do？…… or …… What's this for？
Narrator： Gary's had a sound education and is studying hard, but his grammar lets him down badly. Sometimes he doesn't even recognise a well-formed question.
Replay……
Jane： Where do you think we should put it for now, Gary？……Gary？
Narrator： As part of HotDotCom's Speak Good English drive, we've all been helping Gary improve his grammar and we're beginning to see a difference.
Sometime later……
Gary： Wah！ So fast！ Jane she very lucky one！ Same one - how to get？
Jaya： Ask me one question in good English, Gary, and I might get you a new computer, too！
Gary： Oh……okay.
How…… how do I get a computer like Jane's？
Jaya： Brilliant！ You're making progress, Gary！
From her office, Jane can see cardboard boxes piled up in Reception……
Jane： （calling） Oh, Gary！ Do you know why there's a delivery still in Reception？
Gary： （calling back） Reception - ah？
Jane： Yes. In reception. Do you know whether we ordered any new IT equipment？
Gary： IT - ah？
Jane： Look at all those boxes - what are they all for？
Gary： What for - ah？
Jane comes to see for herself……
Jane： Of course！ My new computer！ Where do you think we should put it for now, Gary？……
Gary doesn't reply……
Jane： Gary？
Later that morning. Jaya arrives ……
Jaya： Morning, Gary！ ……We can't leave everything here. Where did Jane tell you to put it？
Gary： Jane？ …… Ai……yah, sometime when she talk I catch no ball！
Jaya： What on earth does that mean？ - Oh, never mind - let's unpack it.
Gary： （to himself） Big one how to open？
Gary starts unpacking the boxes……
Gary： This one do what？
Jaya： That goes with the printer.
Gary： This cable go where？ …… Black one where to put？……
Narrator： Did you notice any difference between the way Gary asks questions and the way that Jane and Jaya do？
Replay……
Jane： Look at all those boxes！ What are they all for？
Gary： This one do what？
Narrator： Gary ends his question with the question-word “what”, but this should be the first thing we hear in a question. Listen……
Replay……
Gary： This one do what？
Narrator： Jaya, what should Gary say here？
Jaya： What does this do？…… or …… What's this for？
Narrator： Gary's had a sound education and is studying hard, but his grammar lets him down badly. Sometimes he doesn't even recognise a well-formed question.
Replay……
Jane： Where do you think we should put it for now, Gary？……Gary？
Narrator： As part of HotDotCom's Speak Good English drive, we've all been helping Gary improve his grammar and we're beginning to see a difference.
Sometime later……
Gary： Wah！ So fast！ Jane she very lucky one！ Same one - how to get？
Jaya： Ask me one question in good English, Gary, and I might get you a new computer, too！
Gary： Oh……okay.
How…… how do I get a computer like Jane's？
Jaya： Brilliant！ You're making progress, Gary！