Starting the phone call

1. Identify yourself and your company.

2. Say why you are calling.

During the phone call

1. Use the caller’s name throughout the conversation.

2. Take notes of the important information.

3. Ask questions to clarify information.

4. Repeat and summarize.

Finishing the call

1. Tell the caller what you are going to do.

2. Make the caller feel confident you’ll follow through.

3. Offer further assistance.

4. Thank and say good-bye.

These phrases you might hear when you telephone a company hoping to talk to someone:

Connecting

Could I speak to … please?

How can I help?

Who’s calling, please?

Will you hold?

Just a second.

Hold on.

I’ll just put you through.

Who shall I say is calling?

I’ve got Mr. X on the phone for you.

Hello, are you (still) there?

Dialing the wrong number

You must have the wrong number.

Is that not 555 46 38?

I must have dialed a wrong number.

His direct number is …

I’ll try to put you through.

Sorry to have troubled you.

Understanding

I’m sorry but I didn’t catch you.

I’m sorry but I didn’t understand you exactly.

Could you go over that once more?

Could you repeat that, please?

Could you speak a bit more slowly, please?

Could you speak up a bit, please?

Clarifying and explaining

What do you mean exactly?

Sorry, what does that mean?

What exactly do IBM stand for?

We just need to clarify a few things.

Is that X or Y?

That means you need to …

In other words you need to …

That’s another word for …

Leaving (taking) a message

Can I take a message?

Could you tell him that …?

Can I take your number, please?

Can you call back later, please?

I’m afraid he’s in a meeting.

I’ll make sure he gets the message.

Arranging an appointment

Could we set up a meeting?

Are you available/free on Thursday?

Does next Tuesday suit you?

I can’t make it (the appointment).

Agreeing on a time

Just let me check my diary / planner.

Yes, Tuesday is fine with me.

Sounds good. Monday at 2 p.m. then.

Suggesting a new time

I’m sorry but I’ve got another engagement.

How about Tuesday morning instead?

Actually, Thursday morning would work out better for me.

Transferring information

Ready?

Have you got that?

Anything else?

Could you read that back to me?

Go ahead.

Got that.

That’s all.

Could I read that back to you?

Confirming

We’ll see each other next Thursday at 11.00 at your office.

Could you confirm the details in the e-mail?

Could you confirm this in written?

Here is my mobile number in case you need to reach me.

I’m looking forward to seeing you.

Checking comprehension

Can you find / see that all right?

Are you having any problems / trouble finding / seeing that?

Are you following me all right?

Is everything clear so far / up to this point?

Do you have any (other) questions so far / up to this point?

12. Fill in the blanks in the telephone talks using the phrases from the columns on the right:

Dialogue 1

– Hello, Mr. Dunn’s office. Can …? – I’d like …. – I’m sorry Mr. Dunn …. – When …? – I think in a couple of hours. – Can I …? – Yes, please. – Could you … and ask him …. He knows my telephone number. – …. Goodbye. – Thank you. Goodbye.

a. leave a message for him b. is not in the office at the moment c. certainly d. to speak to Mr. Dunn, please e. to phone me back f. I help you g. will he be back h. tell him Mr. Smith phoned

Dialogue 2

– (Switchboard operator) What …? – 34 542 72 – I’m sorry …? – 345 42 72 – Hold … I’m …. – Hello, are …? – Yes. – You …. – …. Goodbye.

a. you still there b. the line, please c. thank you d. is the number, please? e. are through now f. putting you through g. what was the number you wanted?

Dialogue 3

– Hello, Mr. Green’s secretary. What …? – Could …? – Who …? – This is Mr. Smith from LBC, Ltd. – Just …. Sorry … can you hold on? – Yes, …. – Hello, you can …. – Thank you.

a. the line is engaged b. a minute, please c. can I do for you d. is calling, please e. you put me through to Mr. Green, please f. go ahead now g. hold on

Dialogue 4

– Mr. Dunn’s office. What …? – Is Mr. Dunn in, please? – Yes, who shall I say …? – This is Mr. Smith. – Hold …. Trying …. Go ahead, please. – Mr. Dunn? – …. Hello, Mr. Smith. Glad to hear you. – Hellow! You remember …? – Yes, is anything the matter? – I’d like to find out if we …. Is that …? – Yes, that’s fine …. – Thank you, Mr. Dunn. So long!

a. could meet at 10 instead of 11 o’clock b. speaking c. see you later d. to connect you e. on please f. can I do for you g. is calling h. I have an appointment with you for today i. all right with you?

Dialogue 5

– Metrosmith, Inc. Can …? – Could … Mr. Black, please? – Trying to …. – Hello, are …? – Yes. – I’m sorry, …. – Thank you. Good bye. – ….

a. put you through b. there’s no reply c. goodbye d. I help you e. you there f. I speak to

13. Match the following sentences according to the meaning. In some cases there may be more than one match:

1. On hearing who the caller wants … 2. When the number starts ringing … 3. After failure to connect first time … 4. If the person doesn’t answer 5. If the person is using the telephone … 6. Offering to take a message … 7. Offering to arrange a return call … 8. When answering the phone …

a. Good morning, Corps International. May I help you? b. Would you like to leave a message? c. Reception. May I help you? d. I’ll put you through. e. (It’s) ringing for you now. f. (I’m) still trying to connect you. g. I’m sorry, there is no answer / reply. h. I’m sorry, the number is engaged. Do you want to hold on? i. Can I take a message? j. Shall I ask him to call you back? k. I’m sorry, I’m not getting any answer / reply. l. Hold the line, please. m. Can I give him a message?

14. Work in pairs. a) Use the following flow chart to make dialogues that fit your own situations:

A B

15. Now make telephone talks using the phrases above (Ex. 28). Work in pairs. Play your talks in the group. What kind of impression do they make? Discuss them and decide: a) what was right; b) what went wrong:

a) You are calling a company and want to speak to someone who works there. (Can you think of any more phrases you might use, or that you might hear in such situations?)

b) Rick Nights is calling the finance department of a company and wants to be put through to Mary Jones.

c) Linda Jackson wants to talk to Jacky Righley in the accounting department.

d) Imagine you work as a receptionist and receive a call for someone who isn’t there. (What might the caller say, and what would you say in reply?)

e) Jason Ford wants to talk to Rob Orson from the marketing department but he’s not available (in a meeting) so he has to leave a message.

f) You’ve dialed the wrong number. It is confusing and embarrassing. But how do you find out that you’ve made a mistake? And how can you check to be sure?

g) You’ve dialed the wrong number. What might the person who answers your call say? What would you say in reply?

h) You are arranging an appointment to see someone. Making an appointment can be complicated if two people are very busy. How do you find a time that is convenient for both of you?

i) You answer the phone. The person on the other end of the line wants to speak to Ken. You don’t know anyone named Ken.

16. Practice making telephone talks. First, imagine and play the situation before, then the phone call according to the message:

17. Cultural issues. Look through the following text and be ready to discuss the key issues of it:

1. Do you like using the phone?

2. What makes you angry on the phone?

3. What are the special problems of telephone communication compared to face-to-face communication?

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