4721 spelling over the telephone

Warm up – talk about difficulties being understood when calling a customer service Explain that this is a system for being clearly understood over telephone.. Dialogue #1:Kelly: Easy Cl

Outcome: Students will become aware of the existence of a useful tool for clear, intelligible

telephone communication when dealing with customer service reps Students will learn to

pronounce each code word in the telephony system.

Warm up – talk about difficulties being understood when calling a customer service

Explain that this is a system for being clearly understood over telephone Also used by police

to talk on radio Practice pronouncing.

5 min

Let’s practice giving our names and addresses to each other (pair work) 15 min

Dialogue #1:

Kelly: Easy Claims, this is Kelly.

Vijay: Hi This is Vijay Singh I am calling because my mother is sick Can we take her to a

clinic?

Kelly: Can I have your mother’s policy number, please?

Vijay: Sure It’s MVS-8756.

Kelly: Sorry, did you say M or N?

Vijay: M! I said M!

Kelly: N? Like noon?

Vijay: Yes, M like moon! Please hurry.

Kelly: B? B like boy?

Vijay: Wee! Wee like Wictor!

Kelly: Oh, W! Ok, NW S? S or F?

Vijay: Oh my God My mother is sick I don’t have time for this Goodbye.

Dialogue #2

Kelly: Easy Claims, this is Kelly How can I help you?

Vijay: Hello, this is Vijay Singh My mother doesn’t feel well She needs to see

a doctor today.

Kelly: No problem What’s her policy number?

Vijay: Mike, Victor, Sierra 8756.

Kelly: Thank you Can you hold while I look up her policy?

Vijay: Sure, no problem.

Kelly: Ok, here it is And did you say your name was B.J Finn?

Vijay: No, Vijay Singh I’ll spell it for you First name: victor, India, Juliet, alpha, yankee Last

name: sierra, India, November, golf, hotel.

Kelly: Got it Let me read that back to you Vijay – victor, India, Juliet, alpha, yankee

Singh – sierra, India, November, golf, hotel.

Vijay: Yes, that’s correct.

Kelly: Great Can you take your mother to the Goyeau Walk-in Clinic?

Vijay: Sure, that’s close to here.

Kelly: Ok Call us back right after the appointment, okay?

Vijay: Ok, thank you Bye.

Kelly: Take care.

A – Alpha

B – Bravo

C – Charlie

D – Delta

E – Echo

F – Foxtrot

G – Golf

H – Hotel

I – India

J – Juliet

K – Kilo

L – Lima

M – Mike

N – November

O – Oscar

P – Papa

Q – Québec

R – Romeo

S – Sierra

T – Tango

U – Uniform

V – Victor

W - Whiskey

Y – Yankee

Z - Zulu

My name and address in telephony: (Keep this by your telephone.)