Page 67 - Perfect Phrases ESL Everyday Business

Chapter 8

Speak Up and Speak Out

Speaking over the telephone has gotten more and more confusing—
even for people who are fluent in English. Very often you are listening
to and speaking to a machine—not a live person. Also there are many
prompts to press to reach other machines and many minutes to wait
before you can even try to understand someone and be understood
by a real person. Therefore, you may be sure that even many people
fluent in English are often confused. But you can master the tele-
phone just as well as anyone else can.
If or when you do get to speak to an actual person, telephone talk
is more difficult than speaking face-to-face because you cannot see
facial expressions or body language. The person on the other end
of the line cannot see your face or gestures, either. In addition, sur-
rounding noises, on your side or on the other end, may interfere with
listening and speaking.
Do not let any of this stop you from using the telephone! You need
a lot of practice to feel comfortable, and you actually can get a lot of
practice listening and becoming more comfortable with telephone
skills before ever speaking with a live person over the phone.
Remember that listening is different from hearing. Hearing is pas-
sive. When your auditory sensors work, you are able to hear. Listening

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