Telephoning

A. Definition
Telephoning is having a phone call. Telephoning holds an important role in the job world
especially as the media to communicate, particularly a communication of long distance.
In addition, telephoning makes the task easier. However, a professional must be able to
deal with it professionally so that in this unit the students will learn how to make a phone
call well.

B. Words and Expressions To Learn

Long distance call floor address
International call dial check
Station to station call push May I help you?
Person to person call contact wrong number
Collect call phone number hold on, please
leave a message connection go a head
take a message convenient

C. Telephone Handling
1. Incoming telephone call
Do the greeting
Introduce yourself, office, or organization to confirm to the caller that she/he has called
the right number.
Let the caller knows you are here to help
2. Find out the caller's name if she / he does not tell you
Who's calling, please?
Who's speaking, please?
May i Know who's calling?
May I have your name?
I am sorry I didn't catch your name.

3. Asking for further information

Who would you like to speak to?
What's it is connection with, please?
What does it concerns, please?
May I know what it concerns, please?
What is it about?
May I know what it is about?
Would you mind telling me what you're calling about

1. Asking the caller to wait

Just a moment, please.
Just a minute / second, please.
Would you like to hold?
Hold the line, please.
Hang on, please.

2. Problems
I'm sorry, I don't understand. Could you repeat that, please?
I'm sorry, I can't hear you very well. Could you speak up a little, please?
I'm afraid you've got the wrong number.
I've tried to get through several times but it's always enganged. Bisa juga diartikan sibuk
Could you spell that, please?

3. Taking Messages
Would you like to leave a message?
May I take your message?
Any message?
Alternative Actions
Could you try again later / tomorrow?
If you give me your phone number, (...................) will call you back.

4. Showing understanding
I see.
I understand
Leaving a message
Could you give him / her a message?
May I leave a message?
Could you ask him to call / ring / phone me when.....?

5. Some other useful expressions

I'm afraid you have dialed the wrong number.
Sorry, my english isn't very good.
Sorry, the line is bad. I can hardly hear you.
I didn't get that. Could you speak more slowly, please?
Could you speak louder, please?
Could you repeat that, please?
Could you spell that, please?
Sorry? / Pardon?
Sorry, I must have dialed the wrong number.
Could you ask....to call me back?
Do you know when....will be back?
I'll try again later / tomorrow

1. Receiving Calls
a. Answering at a switchboard / in an office / at a private number
Good morning, Montreal supplies. May I help you?
Hello, Lion Restaurant. Can I help you?
Good afternoon, Roland Scott, speaking
Hello, 88675932
b. Requesting Identity
Who’s calling, please?
May I ask who’s calling?
Who’s speaking, please?
Can I have your name, please?
c. Asking the caller to hold
Hold the line, please. I’ll see if he’s in
Hold on, please. He’s coming now
Just a moment, please. She’ll be with you right away
One moment, please. I’ll see if he’s free
He’s speaking on the other line. Will you hold?
d. Connecting the callers
I’ll connect you with the manager
I’ll put you trough to the manager
It’s ringing for you
You’re trough. Go ahead
e. The person being called is not in
I’m sorry; the manager is out at the moment
I’m terribly sorry. Mr Hotman is away on business right now
He is not in the office now, but he’ll be back at 4 o’clock
f. Taking messages
Can I take a message?
Can I give him a message?

2. Making Calls
a. Requesting a particular person or service
May I speak to Mr. Bates, Please?
May I speak to the manager, please?
May I have the Account Department, please?
b. Identifying yourself
This is Mr. Delano’s secretary
This is Pierre Humphrey
I’m calling on behalf of Mr. Humphrey
c. The person you are calling is not in
Could you tell me when he’ll be back?
Do you know what time she’ll be back?
d. Leaving a message
Yes, could you tell him to call me back?
Yes, tell her that I call. This is Rita
No, thanks. I’ll call back later
No, thanks. It’s not urgent
3. In The Beginning Calls
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?

4. 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?

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

6. Useful Expressions For Telephoning

1. Introducing yourself. Phrases to use when you place the call.
When calling a general number:
- May I speak with Marina Smith?
- Hello, this is John Block calling for Marina Smith.
- Is Marina Smith in? (informal)
When the person answers the call directly:
- Hi Marina, it’s John calling.
- Good afternoon, Marina. This is John Block from ABC company calling.
2. Answering the phone. There are many different ways to answer your phone.
For calls to your direct line:
- Good morning, this is Marina.
- Good afternoon, XYZ firm. How may I help you?
- Marina speaking.
- XYZ firm, Marina speaking.
For calls to your direct line, when the person asks for you by name:
- Speaking (caller says: “Is Marina there?” and Marina replies: “speaking”).
- This is she / this is he (caller says: “Is Marina in?” and Marina replies “This is she”).
For calls to a general number:
- Thank you for calling XYZ. How may I direct your call?
3. Connecting someone. When you answer the phone and it is for somebody else.
- One minute, I’ll transfer you now.
- Please hold and I’ll put you through.
- Let me see if Jim is available.
- One moment, please.
- Hang on a minute. (informal)
4. When you need to put somebody on hold
- Jim is on another line at the moment. Would you like to hold?
- I’m sorry, I have a call on my other line. Can you please hold?
5. When you don’t understand the caller
- Could you please repeat/rephrase that?
- I’m sorry, I didn’t catch what you just said.
- Can you please speak a little more slowly?
- Can you please speak a little louder?
6. Clarifying what your caller says
- Can you please spell that for me?
- How do you spell your last name?
- And that company name again was, JAQ Industries?
- Let me repeat your information to make sure I got it right.
7. Ending a conversation
- It’s been great talking with you. I’ve got a meeting now so I better run.
- Thanks for calling. I’ll speak with you again soon.
- I’ve got another call coming in. Good talking to you.
- I better let you go.
- It’s 5 o’clock already. I better let you go.
- Let’s touch base on this again in a few days.
- Nice to speak to you, let’s speak again soon
- Is there anything else I can help you with?…Okay, thanks for calling. Have a great
day.
- Is there anything else I can do for you?…Okay, have a good day

D. Example Phone Conversation

1. Secretary and a caller
Secretary : Good morning. Gama Corporation. Can I help you?
Caller : Good morning. May I speak to Mr Fahrur Assegaf, please?
Secretary : Who’s speaking, please?
Caller : This is Apryan Siregar of Horasindo Oil Company.
Secretary : I beg your pardon, Sir. Could you spell your first name, please?
Caller : Alfa-Papa-Romeo-Yankee-Alfa-November. That’s APRYAN.
Secretary : Thank you, Mr Apryan Siregar. Just a moment, please.
Caller : All right.
Secretary : I’m sorry, Sir. Mr Assegaf is in a meeting with the Board now.
Caller : That’s OK! He is the Headboard. Can I leave a message?
Secretary : With pleasure, Sir.
Caller : Please tell him to call me back at 1 p.m. today.
Secretary : Right, Sir. Could I have your phone number, please?
Caller : Sure. +62-817-410-4496. Have you got that?
Secretary : Yes, Sir. +62-817-410-4496. Anything else, Sir?
Caller : Is Mr Rahmat, his assistant, in?
Secretary : I’m sorry, Sir. He is attending a seminar in Ogan Hotel. Could I take your
message, Sir?
Caller : Emm…please tell him that I’ll come to see him at 9 tomorrow morning.
Secretary : Right, Sir. I’ll give your message.
Caller : OK. Thank you for your help. Goodbye.
Secretary : You’re welcome, Sir. Goodbye.

2. Dina is calling her friend. Robin at the other room, in the some Office
Dina : Hello, is that Robin?
Robin : Yes, who’s speaking?
Dina : Dina. Can you help me?
Robin : Yes, certainly
Dina : I don’t find the receipt you gave me yesterday
Robin : I’ll come to you in a minute

3. Someone to see Mr. Lubis, the general manager

Caller : Hello, May I speak to Mr. Lubis?
Secretary : Who’s calling please?
Caller : Andy Wibowo, is he in, please?
Secretary : He isn’t in the office, sir.
Would you like to leave a message?
Caller : No, thanks
Secretary : Would you call back later?
Caller : Yes, I will

E. Exercise
You are asked by your boss to make an appointment to see Mr. Thomas Holmes.
You answer a wrong number phone call.
You receive a phone call and take a message.

Number1.
Aryo : Good morning.This is Aryo calling.May I talk to Mr.Agus,please?
Receptionist : ............... I'll try to put you through to Mr.Agus at his office.
A.It's all right
B.Hold the line,please
C.Who's speaking,please!
D.Sorry to keep you waiting

Number2.
Operator: Subsription Division,Tempo Magazine.Can I help you?
Caller :Yes,I'd like to subscribe to Tempo.
Operator: Yes,ma'am............................
Caller :This usan Olivia
A.Can I talk to Susan Olivia
B.Shall I call You with your last name?
C.May I know who's calling ,please?
D.Can you tell me her name,please?

Number 3.
Caller:Hello....................................?
Nita :I'm sorry,he is out .Could you call back at four?
Caller:All right.Thank you
A.Could you speak to Mr.Aziz,please?
B.Can I take a message from you
C.Could I speak to Mr.Aziz,please?
D.Would you like to call him again

Number 4.
Doni :Hello ........................................?
Iwan :Yes,speaking
Doni :I need some information about the product you launched yesterday
A.Could you tell me about your product ,please
B.Who's speaking
C.Could I speak to Mr.Iwan,please
D.Could you put me through to Doni

Number 5.
Sandi : Good morning.This is Sandi.May I talk to Mr.Zaenal,please?
Receptionist: ...................I'll try to put you through to Mr.Sandi at his office.
A.Hold the line,please
B.Sorry to keep you waiting
C.Who's speaking,please
D.Yes,I'm speaking

Number6.
Taufiq:Happy Travel,taufiq speaking
Olga :Hello,Mr.taufiq.This is Olga..................
Taufiq:Oh,yes,Miss Olga.I hope you and your family will have a wonderful time.
Olga :Thank you.We are very excited.
A.I am sad to tell you the truth
B.I liked to talk about the ticket service
C.I am disappointed with the service last night
D.I am calling to confirm my trip to Disneyland

Number 7.
Andre : I need to book a room for this weekend.May I know the rate?
Banu : ........... And which room would you like to have, single or double?
Andre : Sure.My name is Andrea Thomas and I'd like single room,please.
a. Will you put me through Mr.Brown?
b. Can I talk to the manager?
c. May I leave a message?
d. May I know who's speaking?

Number 8.
Receptionist: Good morning.What can I do for you,sir?
Guest : I'd like to talk to the Personnel Manager,please.
Receptionist: ....................?
Guest : Yes.My name is Hendarto.
a. May I have your name
b. Could you call him later
c. Have you met him before
d. Have you made an appointment

Number 9.
Receptionist: Good morning, Nirwana Hotel. Can I help you?
Caller : Room 1023, please.
Receptionist : I'm sorry, there is no answer.............................?
A. What can I do for you
B. How do you spell it
C. Can I tke a message
D. He is not in at the moment

Number 10.
Receptionist : ......................................................
Caller : May I speak to Mr. Rahadi, please?
Receptionist : Hold on, please?
A. Good morning,Nusantara Airlines. Can I help you?
B. Hi. This is Nusantara Airlines. Can I help you?
C. Hi. I'm Rendy from Nusantara Airlines.Who are you?
D. Hello. Good morning. You're Mr. Gondo, right