➔ Start with some banter, but don’t overdo it.

Call the number, and

Object 3
1
2

expect it to ring a few times before the person picks up. Say “hello,”
and introduce yourself and where you’re calling from. It’s polite to
start with a bit of chit-chat, especially if you know the person, but
don’t ramble on. Keep it to just a minute or so.[4]
•If you know the person, you could start with something like: “So Alyssa,
last time we talked you were working on that expansion project. How’s
that going?”
•If you don’t know the person, just stick to something simple like “I hope
you’re doing well today
➔ Avoid wishy-washy language. Asking things like “Is this a good time
to call?” or saying things like “I’m just calling to…” makes it sound
like there isn’t a clear, important purpose to your call. Keep the
notes on the purpose of your call in front of you, and be confident
that you have a legitimate reason for calling.[5]
•If it really isn’t a good time to talk, the person will let you know anyway.
➔ Get down to the business of your call. After introductions and
banter, shift to the real purpose of your call. Just don’t make the
transition too abrupt or obvious. Try making a segue to the purpose
of your call, like:[6]
•”Well it’s great to catch up Antonio. I’m calling to….”
•”I’m glad to hear that you’re doing well. I’m calling to….”

➔ Make sure to ask questions. If you just bombard the person with
information, it will feel like the call is overwhelming and one-sided.
Instead, stop and ask questions know and then to make the person
feel included and to establish a connection. For instance, try things
like:[7]
•”We’re thinking of scheduling a group meeting on the 28th. How does
that sound to you, Beatrice?”
•We’re hoping to get all of the branch department heads together to
discuss strategy for the next quarter. Do you have any ideas for that,
Beatrice?”
➔ Take notes during the call. Jotting things down as you talk to the
person has several benefits. It can help you listen attentively to
anything the caller says, for instance. It also serves as a record of
the call, in case you need to take any follow-up action or report on
the call to someone else.[8]

➔ Clarify any follow-up actions that are necessary. If you need to find
out any information and get back to the person, make a note of this.
Likewise, if you need the person to do anything and get back to you
 later, make sure they understand this. Either way, make sure to
mention this clearly before you end the call. For example, you might
say:[9]
•”So Karl, I’ll check with our suppliers about a timeframe for delivery, and
get back to you on that, ok?”
•”Ok, Justina, if you can check your schedule and get back to me with
some potential meeting times by the end of the week, that would be
great, ok?”

➔ Speak clearly and smile as you do. It’s easy to feel anxious when
you have to make an important call. But if you talk too fast or
mumble, the call will not be successful. Make sure to breathe
naturally while you talk. Smiling as you speak will also help you
sound more natural, even if the person can’t see you.[10]
➔
Ask the person before transferring a call or putting them on hold. If
you have to do either of these things, ask them if it is ok first. Don’t
assume that they want to be transferred, or have time to hold.[11]

•Try saying something like "Liam, is it alright if I put you on hold for
a moment while I check with Christine about that?"
•If you do have to put someone on hold, actually use the phone’s
“hold” feature. Never just leave the line open.
•Check back periodically with the person if it’s going to be a long
hold.
•Thank them for waiting when you pick up the phone again.
➔ Tell the person you will look into anything you aren’t sure
about. You may come to a point where the person asks about
something you don’t know the answer to. If this happens, don’t
freak out. However, don’t simply say “I don’t know,” since that is a
dead end. Instead, tell the person something like “I don’t have the
answer to that right now, but I’ll check on it and get back to
you.”[12]
•If you promise to return a call, keep the promise
➔
➔ End by thanking the person for their call. It’s just courteous to
thank the person for taking the time to talk to you. Make sure to
 end with something like “Thanks so much for talking with me. Have
a great day!” People will remember these little gestures.[13]

Open the "Phone" application. Depending on what brand of operating

system your phone uses, most phones will have an application used to
make calls. This application will usually resemble an image of a phone or
be labelled "Phone" and be located on the home screen of your device.
•Other or older models of cell phones may have their phone "application"
located as a button or key on the phone.
Dial the number you want to call. In your application's or on your phone's
keypad, dial the number you want to call. Make sure your phone number
consists of all necessary numbers such as the number's area code.
Press "Call" to begin your call.
•It's important your cell phone has service and is able to make calls.
If you have not purchased a cell phone plan or a working subscriber
identity module (SIM) card inserted in your mobile phone, you will
not be able to make calls on your cell phone.
Call an existing contact. On you phone, open up the "Contacts" icon or
application. A list of saved contacts will appear and you can find the
name of the person you want to call. Here you can view your contact's
information to find out their number and to call them.
•Some smartphones will have symbols that resemble a phone located
beside your contact's name or number. Simply press the symbol to dial
the number.
•Some mobile phones will display an option to "Call" the contac". Select
this option to begin your call.
Hang up. Depending on the model of your cell phone, ending a call can be
done by waiting for the other person on the line to hang up or by touching
a button or icon on your phone to hang up.
•Most icons or buttons that end calls will be red.
•With flip phones, you can simply flip the phone closed to hang up.

Leaving a Message
Fred: Hello. Could I speak to Jack Parkins, please?
Who's calling, please?
Fred: This is Fred Blinkingham. I'm a friend of Jack's.
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: Could you repeat that, please?
Fred: Certainly. That's 345-8965
Receptionist: OK. I'll make sure Mr. Parkins gets your message.
Fred: Thank you. Goodbye.
Receptionist: Goodbye.

Key Vocabulary
•This is ...

•May (Can, Could) I speak to...?

•I'm calling ...

•Hold the line a moment...
•put someone through...
•Who's calling...?
•take a message
•call, ring, phone

Note: On the telephone, use 'this is...' instead of 'I am'.

Telephone Tips
Speaking on the telephone can be a challenge to all students. There are many reasons
for this:
•There is no body language.
•Students are often nervous when speaking on the phone.
•People might speak quickly and be difficult to understand.
Ask the speaker to repeat names and numbers to make sure you get the right
information. Repeating names and numbers will help slow speakers down.
Telephone Exercises
1.Practice with Friends: Practice each dialogue with a friend or classmate a few
times. Next, write your own telephone dialogues. Go into another room and use
your smartphone to call your partner. Practice speaking on the phone ON THE
PHONE, it will make future conversations with native speakers much easier!
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.
3.Call Yourself: To practice leaving messages, call yourself and leave a message.
Listen to the message to see if you can understand the words clearly. Play the
recording for a native speaking friend to see if they understand the message
you have left.

soal making a phone

In the beginning
Formal
Hello, it’s Nanda from Jaya Nusantara Teknik. May I help you?
Good morning/ afternoon. Nanda from Jaya Nusantara Teknik. What can I do for you?

Informal
Hello, It’s Nanda, Who is this?
Hello, It’s Nanda, Is it Ari?
Hello, It’s Nanda, Is Ari there?
Hello, Nanda speaking?

In the handling Telephone Calls

Andy speaking. Can I help you?
Who’s calling, please?
This is Rudy from Indonesia
Can I leave message?
I am sorry, the line is busy.
Can I have your number?
Just a moment please.
Do you want to hold on or call back later?
Can I take a message?

In the end
Bye.
May I call your letter?
Yes, sure. Bye.
Sure.Bye.
Nice talking to you
Thank you for calling

Dan untuk menyatakan handling guests berikut rangkuman materinya.

In general
Can I help you?
What can I do for you?
Would you like me to …?
Please sit down

In a restaurant
Welcome to our restaurant
I hope you enjoy the food
We have a special menu today
What would you like to order?
What kind of food do you like?

In a hotel
Welcome to our hotel
I am sure you will enjoy your stay here
What sort of room do you need?
I am sorry, our all romms are booked

Contoh soal dan pembahasan

1. Chandra : Hello, It’s Chandra. Can I help you?

Bams : Can I talk to Mr. Budi?
Chandra : Sure, _______

a. He is in a meeting now c. moment, please

b. Any message? d. Call him later

Jawaban: c
Pembahasan : Respon dari Chandra terhadap Bams, menunjukkan respon yang positif sehingga,
jawabannya adalah c.

2. Customer Service : Customer service, This is, Linda speaking, Can I help you?
Arda : I am Arda, I want to activate online banking on my phone.
Customer Service : _________
Arda : Sure, 088865742345

a.Can I have your number? c. Where is your phone?

b.What is your number? d. How much is your number?

Jawaban : a
Pembahasan : Pada dialog diatas antara Customer service dengan Arda, respon Arda adalah
menyebutkan nomor, maka jawaban yang paling tepat adalah a.