Telephoning

in
English

CONTENTS:
1. General
2. Telephone etiquette
3. Ideas for

Answering the phone, introduction

Asking for someone
Someone is not at the number you called
Transferring a call
The person has another call
The person is unavailable / availability
Asking someone to repeat information
Asking for the callers name
Asking a person to clarify their name
Messages
Starting and ending a conversation
Answering services

3. Oral exercises
4. The telephone alphabet
5. Oral exercises & discussions

1.General
Warm up.
How often do you make calls in English?
When was the last time you made or received a call in English?
Who do you normally speak English to on the phone? Are they
native or non-native speakers of English?
What do you find most difficult about telephoning in English?
Describe your worst experience with an English phone phone call?
Remember!
We do not telephone to someone.
No preposition is needed:
We make a phone call
We dial a number
We contact someone by phone
We give someone a call
We give someone a ring
We telephone someone
We get hold of someone
We get in touch with someone

Question: What do these sentences mean?

Put someone through
Put someone on hold

Hang up on someone

2. TELEPHONE ETIQUETTE
HOW TO GREET CUSTOMERS ON THE PHONE
Give your first and last name and identify your
department
When transferring a call, be sure to explain to the caller
that you are doing so and where you are transferring
them.
If the caller has reached the wrong department, be
courteous. If possible, attempt to find out to whom they
should speak.
REMEMBER

You may be the first and only contact a person may have with
your company and that first impression will stay with the caller
long after the call is completed.

IDEAS FOR
ANSWERING THE PHONE
Company X, good morning.
Company X, how may I help you?
Company X, Janet Jones speaking.
This is Janet Jones of company X, good morning.
Your ideas
INTRODUCTIONS
Good morning, Kevin Black speaking.
Hello. This is Kevin Black here.
Good morning. My name is Kevin Black.
This is Kevin Black speaking.
Your ideas..
.

IDEAS FOR
ASKING FOR SOMEONE
Could I speak to Mr Smith, please?
Id like to speak to Mr Smith, please?
Im trying to contact Mr Smith.
Is Mr Smith available?

 Could you put me through to the HR department?

Could you tell me what time the Managing Director
will be available?
Could you tell me who is in charge of invoicing?
Could you transfer me to extension 34, please?
Could you put me through to sales, please?
Your ideas

IDEAS FOR
TELLING THE CALLER THAT SOMEONE IS NOT AT
THE NUMBER THEY HAVE CALLED
Im sorry, but he doesnt work here
anymore.
Im afraid we dont have anybody here by
that name.
Sorry, theres no one of that name working here.
Hes not at this number any longer. His
new number is 122 078
Im sorry but this is extension 232 not 323.
Sorry, I think youve got the wrong number.
Would you like to speak to somebody else?
Your ideas..

IDEAS FOR
TRANSFERRING A CALL
Ill check if hes in.
Just a moment please, Ill put you
through to Mr Smith.
One moment please, Ill transfer
you

 Your ideas.

IDEAS FOR
THE PERSON IS UNAVAILABLE
Im afraid Mr Smith is not available right
now.
Im afraid Mr Smith is unavailable at the
moment.
Im afraid Mr Smith is not in today.
Im afraid Mr Smith is in a meeting.
Im afraid Mr Smith is on holiday.
Im afraid Mr Smith is out for lunch.
Im afraid Mr Smith is on sick-leave.
Im afraid Mr Smith has just left for the
day.
I am sorry, but he is out of town.
Im sorry, theres no reply.

 Hes not available this morning but if

you could phone again this afternoon he
should be in the office by then.
Im afraid Mr Smith is abroad/away for a couple
of days/away on business.
Your ideas.

IDEAS FOR
AVAILABILITY

Hell be back tomorrow morning.

Shell be back next week.
Hell be back in the afternoon.
He should be available at half past one.
He wont be back until Friday.
Hell be in the office on the 23rd.
Ms Smith will be free at two thirty.
Hell be back from lunch after one oclock.

IDEAS FOR
ASKING SOMEONE TO REPEAT
Sorry, I couldnt hear what you said.
Sorry, I cant hear you.We have a bad connection.
Im afraid its a bad line. Could you speak up, please?
Could you speak a bit more slowly, please?
Would you mind repeating that?
Would you repeat your companys
name, please.
Could you repeat that, please?
Could you read that back to me,please?
Your ideas

IDEAS FOR
ASKING FOR THE CALLERS NAME
May I ask whos calling?
Whos speaking, please?
Who shall I say is calling?
May I have your name, please?
From whom can I leave a message?
ASKING THE PERSON TO CLARIFY
THEIR NAME
Could you spell your name, please?
How do you spell your name, please?
Would you mind spelling that,
please?
Your ideas.

IDEAS FOR
THE PERSON IS ON ANOTHER PHONE
CALL
Im sorry, but the numbers engaged.
Im sorry, but the line is busy.
Would you like to hold?

 Could you call back later?

Would you like to wait until he has
finished his call?
Im sorry, but Mr Smith is
on another line.
Shall I ask him to phone
you back?
Your ideas..

IDEAS FOR
MESSAGES
Would you like to leave a message?
Could I take a message for Mr Smith?
Can I give him a message?
Shall I ask Mr Smith to call you back?
Ill pass on the message as soon as he gets in.
I could give you his mobile number if you need to
contact him right away.
Could you please ask Mr Smith to call me?
Could you take a message for him?
Could you tell Mr Smith I rang?

IDEAS FOR
STARTING THE CONVERSATION
How are you, Ms Smith?

Nice to hear from you, Mr Smith. How are you?

How are things with you, Ms Smith
I am phoning you about
Im calling to let you know that
Im calling on behalf of Ms Jones.
I got your message and I am returning
your call regarding
Your ideas.

IDEAS FOR
ENDING THE CONVERSATION
It was nice talking to you, Ms Smith.
Thank you for calling, Mr Smith.
I am glad you called. Thank you for the information.
I hope Ill be hearing from you soon.
Ill see to it first thing tomorrow.
Ill check it straight away.
I look forward to hearing from you soon.
Ill send you the quotation by mail.
Ill e-mail you the details.
Thank you for your help. Bye.
Until next Thursday then!
Ill get back to you as soon as possible.
You'll be hearing from us very soon.
I'll see you on the 30th then.
See you soon! Goodbye, Mr Smith!

3.ORAL EXERCISE
FIND THE
CORRECT
PREPOSITION:
1. Mr. Smith, your customer is __________the
line.
2. Could I speak __________Miss Jones,
please?
3. Could you look ______________ a number
__________the Yellow Pages __________me?
4. Which department does he work
__________ ?

5. You wont find me __________the phone

book. I have an unlisted number.
6. Weve been cut __________again.
7. Its a bad line. Hang __________and Ill ring
you back.
8. Hes not __________Im afraid.
9. Can I put you _________ to his secretary
instead?
10. Do you happen to know the country
code
__________Sweden?
11. Im sorry, I cant hear you very well.
Could you speak__________please?
12. Ill see if I can get hold__________ her
__________
you.
13. Mr. Smith, theres a call_________ you.
14. Im calling __________ your ad __________
todays
paper.
15. Ill ring you back__________15 minutes.

16. Can you take our order_________ the

phone?
17. Hes been _________ the phone__________
the last 45
minutes.
18. Sorry, we have nobody here__________
that name.

ORAL EXERCISE
SITUATION:
The called party is not in the office. Suggest a more
tactful/polite response:

What You Mean..What would you tell the Caller?

Mr Smith is out
I dont know where Mr Smith is
Mr Smith is in the mens room
Ms Smith hasnt come in yet
Ms Smith took the day off
Ms Smith is busy
Mr Smith doesnt want to be disturbed

4. THE ENGLISH ALPHABET

a-eh
b-bi
c-ssii
d-die
e-i
f-ef
g-dschi
h-ehtsch
i-ai
j-dscheh

k-keh
l-el
m-em
n-en
o-oh
p-pi
q-kiu
r-ar
s-es
t-ti
u-ju
v-wie
w-dabel ju
x-ex
y-wai
z-sie

ORAL EXERCISE
SPELL THE FOLLOWING NAMES
Rachel ONeill
Judith Kelly
Brad Smith
Leanne Brown
Ursula Lehmann
Raymond Murphy
Frank Stronczeck

5. DISCUSSION
What is your opinion of good telephone etiquette?
Do you find it differs in different countries and cultures?
Have you personally got "hands-on" experience with
good and bad
telephone etiquette?
Remember: presentation is everything.
The way you present yourself on the
phone can leave lasting impressions of you

and your department.

Always treat callers as you would hope
they would treat you.

THANK YOU
FOR YOUR
ATTENTION!