Audio/Visual

Audio case example

Gunter Schmidt from Munich in Germany is calling Heritage Lodge to make a booking. His English is reasonable; however, over the phone the receptionist finds it hard to understand him. She is not very tolerant and as she loses patience with him his English begins to falter.

Listen to Gunter's booking call

Text version

Audio case example

Confidentiality and privacy

Text version

Audio case example

Telephone manners

Text version

Audio activity

Taking messages

Print out a copy of this message pad, or use a similar one from your workplace.

Example message pad

Listen carefully to the message below and use your message pad to write down the details, so that the co-worker has all the relevant details.

Listen to the message

Text version

Last modified: Tuesday, 12 November 2013, 4:01 PM