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questions were meaningful for other writers and will repeat them so others can benefit. The questions
I've been told when writing telephone conversations not to include the other end of the conversation since it
looks awkward. Maybe you disagree. But that being so, how does one break up the main character's words
to allow space for the other person's unheard reply? The author of web-site http://creative-writing-
course.thecraftywriter.com suggests breaking up the conversation using ellipses, when the other person
I often wonder the same thing. I even wonder how to keep the conversation going sometimes.
Since telephone conversations are basically passive scenes, they are used to impart new information that is
needed for the story line or to create conflict. Chitchat is not part of the conversation. Begin the
conversation at the meat of the discussion. For example, if the phone rings and the main character answers,
use a transaction, such as: His mind wandered until she ask him the question. Is our marriage over? Once
the information or conflict set-up ends, don't drag on the call just end it with a line such as: When the
If the conversation is with a main character who has a POV, I use both parts of the conversation. This
example is from my suspense novel, Finding Christmas. Benjamin is a friend of Joanne and her deceased
husband. Joannes child died in the same accident with her husband and the body was never found. At the
third anniversary of their deaths, she has a premonition that her three-year old daughter is still alive.
Example:
The telephones ring pierced the silence, and Joannes heart rose to her throat. She darted across the room
and grasped the receiver, and when she said hello, her voice sounded breathless and strained to her.
Joanne?
Her pulse skipped, hearing her name. Like echoes across a canyon, the familiar voice reverberated through
She crumpled into a chair, clutched her chest to calm the thudding that felt as if it would break her ribs. Its
a long story. I cant talk about it now. Tears filled her eyes-tears of relief and anxiety.
Gail says:
In this case the conversation works with both parties. Its clear who is speaking since each new paragraph is
the next speaker, and the POV character, Joanne shares her actions and introspection with the reader. The
If the call is incidental but important to the main character, I usually use a one-sided conversation, and let
the reader in on what's being said through the main characters' thoughts and actions. In this example,
Benjamin answers Joannes phone for her, and his dialogue helps explain who is on the phone. The
importance of this scene is Joanne has been getting strange telephone calls.
Want me to get it? Benjamin asked, glancing at the phone but seeming to be more interested in her burn.
Please. She studied her throbbing red skin as the cool water washed over it and listened to Benjamins
Its a woman from your office, he said, holding the receiver toward her. Do you want to call her back?
No. Ill take it. She grasped the phone, guessing what the caller wanted. Ill remember, Nita. Thanks for
calling. As she listened to her coworker, Joanne glanced Benjamins way and felt an embarrassed grin grow
on her face. No, you didnt interrupt anything. An old friend is visiting. Ill see you tomorrow.
Gail says:
Though you don't hear Nita's words, you understand the purpose of her call and you catch the innuendo of
Joanne pressed the telephone to her ear and listened through the background sound to silence on the other
Nothing. She lowered her gaze to the caller ID. Blocked. She hated crank calls, especially now that shed
become so edgy.
Can I help you? Her irritation rasped in her voice. She listened a second more until a faint sound like a
moan wavered across the wire, sending a chill prickling down her spine. She closed her eyes, then dropped
the phone onto the cradle and sank into the kitchen chair.
This telephone scene is two-sided although the person calling Joanne is unidentified, but how the person
As she wielded the knife, making the final slice, the telephone rang, and when she jumped, the knife slipped
against her index finger, slashing the skin. The sting startled her, and she jerked her hand away from the
cutting board. Blood oozed from the wound, and she held her hand over the sink while she grabbed paper
towel.
After wrapping her finger, she picked up the receiver and said hello. The familiar silence ran through the
wire. Bitterness, yet victory filled her as she eyed the blood seeping through the toweling. She needed this
third call for the police.
Hello, she said again. It was the same pattern. She talked. The caller didnt.
Joannes legs jerked with tremors. Who are you? Her mind spun.
The woman didnt answer, and Joanne waited for the hangup. She heard an intake of breath and then a
whisper.
Her daughters body. Joanne heard a moan, but this time it came from her. She grasped the wall for support.
No, she whispered. Please leave me alone. She slammed down the phone without waiting for a response,
then gasped, realizing shed made a profound mistake. She snatched the receiver from the cradle only to
This scene introduces an important character to Joannes search for her daughter and builds emotion for the
readers.
I hope these examples gives you some ideas on handling telephone conversations in your fiction. I have
never heard of using ellipses to depict the other persons conversation, and I believe it would be distracting
to the reader. It would be to me. It also shows weak writing since it takes more skill to bring the
conversation to life without hearing the other voice. I would suggest you avoid such a technique. I assume
The caller is connected, given information or told that he /she is not in the
office at the moment.
If the person who is requested is not in the office, the caller is asked
to leave a message.
Of course, all business telephone conversations do not follow this rigid scheme.
However, this is the basic outline for most business telephone conversations,
especially those made to businesses to request information or ask for
clarification.
Ms Anderson (sales representative Jewels and Things): ring ring ... ring ring ...
ring ring ...
Secretary (Mr. Smith): Hello, Diamonds Galore, this is Peter speaking. How may
I be of help to you today?
Ms Anderson: Yes, this is Ms Janice Anderson calling. May I speak to Mr. Franks,
please?
Mr. Smith: I'm afraid Mr. Franks is out of the office at the moment. Would you
like me to take a message?
Ms Anderson: Uhm... actually, this call is rather urgent. We spoke yesterday
about a delivery problem that Mr. Franks mentioned. Did he leave any
information with you?
Henry Smith: As a matter of fact, he did.
He said that a representative from your company might be calling. He also asked
me to ask you a few questions..
Ms Anderson: Great, I'd love to see this problem resolved as quickly as possible.
Henry Smith: Well, we still haven't received the shipment of earrings that was
supposed to arrive last Tuesday.
Ms Anderson: Yes, I'm terribly sorry about that. In the meantime, I've spoken
with our delivery department and they assured me that the earrings will be
delivered by tomorrow morning.
Mr. Smith Excellent, I'm sure Mr. Franks will be pleased to hear that.
Ms Anderson: Yes, the shipment was delayed from France. We weren't able to
send along your shipment until this morning.
Mr. Smith I see. Mr. Franks also wanted to schedule a meeting with you later this
week.
Ms Anderson: No, I think that's everything. Thank you for your help... Goodbye.
Mr. Smith Goodbye.
How may I be of help - This is a formal phrase used to show politeness. It means
'Can I help you?'
calling - telephoning
out of the office - not in the office
take a message - to write down a message from the caller
urgent - very important
delivery - the bringing of goods to a client
mentioned - said
resolved - taken care of
as quickly as possible - in the fastest manner, ASAP
shipment - delivery, the bringing of goods to a client
assured - certainty that something is true or will happen
pleased - happy
delayed -not be able to do something on time
looks like - seems
staff meeting - a meeting of employees
lasts - to take time
schedule - future appointments
How may I be of help - This is a formal phrase used to show politeness. It means
'Can I help you?'.
Fill in the gaps with the words and phrases below to complete the summary of the
conversation.
Next, they _____ a meeting between Ms Anderson and Mr. Franks. Mr. Franks
is not able to _____ with Ms Anderson on Thursday because he is _____. They
finally decide on Friday morning at 10 o'clock after a _____ that Mr Owen
usually holds on Friday mornings.
Answers
speak, delivery / shipment, arrived, shipment / delivery, schedule, meet, busy,
staff meeting
Use these cues to create practice role plays on your own to further your
telephoning skills to help with workplace communication.
John
You'd like to speak to Kevin at FunStuff Brothers, a toy making company. You're
returning his sales call because you're interested in the company's products.
Kate
You're the receptionist at FunStuff Brothers, try to transfer the call to Kevin, but
take a message when you find out Kevin can't take the call.
Estelle
You're calling to schedule a meeting with the head of the personnel department.
You'd like to meet on Tuesday morning, but can come in on Thursday and Friday
as well.
Bob
You're able to schedule a meeting at the end of next week, but you will be out of
the office until Thursday morning.
Practice speaking on the telephone with these short telephone dialogues. Notice
that certain phrases such as "I am..." are replaced with "This is..." introducing
yourself in English.
CALLING SOMEONE AT WORK
Kenneth: Hello. This is Kenneth Beare. May I speak to Ms. Sunshine, please?
Receptionist: Hold the line a moment, I'll check if she is in her office.
Ms. Sunshine: Hello, this is Ms. Sunshine. How can I help you?
Kenneth: Hello, my name is Kenneth Beare and I'm calling to enquire about the
position advertised in Sunday's Times.
Ms. Sunshine: Yes, the position is still open. Could I have your name and
number, please?
LEAVING A MESSAGE
Receptionist: Hold the line, please. I'll put your call through. (after a moment) -
I'm afraid he's out at the moment. Can I take a message?
Fred: Yes. Can you ask him to give me a call? My number is 345-8965
Receptionist: Goodbye.
KEY VOCABULARY
This is ...
Who's calling...?
take a message
TELEPHONE TIPS
Speaking on the telephone can be a challenge to all students. There are many
reasons for this:
TELEPHONE EXERCISES
2. Call Local Businesses: The best way to get better is by practicing calling
various stores or businesses. Write down a few notes on the information
you would like to find out. Once you have your notes, you can call stores
and feel more confident when you speak.
Making Suggestions
Seeing a Doctor
Getting Fit