TELEPHONING

In chapter we will study telephoning .

-1 you will learn the most useful phrases that one need to use while he /she is talking via
phone.
-2 you will do some exercise to practice spelling which is very important in phoning.( we
say or heard difficult words , names , long numbers and addresses)
-3 you will study more phrasal verbs that are more frequently used in phoning.
4 you will study some tips and technique that you need to use before and while calling some one ,.
-5 you will apply all the useful phrase that you have learnt in different situation  : connecting
smeone, leaving amessage, making an appointment,dealing with wrong number, booking a
flight,
6 you will try to do some exercises  : to complet, to match ,to put a dialogue in the correct
order and finally you do some reading and answer some comprhension questions.

SITUATION EXAMPLES

Introducing yourself. Phrases to use when you place
the call.
When calling a general number:
- May I speak with Marina Smith?
Can I speak to …, please?
Could I speak to……please?
- 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.

 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?
How can I help?
Who’s calling, please?
- 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?

 Connecting someone. When you answer the phone and - Please hold

it is for somebody else. -I’ll just put you through
-Just a second
-I’ll see if he’s in
-I’ve got ……..on the phone for you
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)

When you need to put somebody on hold - Jim is on another line at the moment. Would you like to hold?

 When you don’t understand the caller
 Clarifying what your caller says
 
 Taking a message for someone
 
 Leaving a message for someone
 Ending a conversation
SPECIAL SITUATIONS
Leaving a voice mail
- I’m sorry, I have a call on my other line. Can you please hold?
For customer service calls
- All of our operators are currently busy. Please stand by for the next
available operator.
- Could you please repeat 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?
- 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.
- I'm sorry, John’s not here at the moment. Can I take a message?
- John is in a meeting at the moment. May I ask who’s calling?
- John is at lunch. Would you like to leave a message?
- John has left for the day. Would you like to be put through to his voice
mail?
- Please tell him that Susan called and ask him to call me back. My
number is 999-343-3423.
- Please ask him to call Susan when he gets in.
- He already has my number.
- He’s not in? Please put me through to his voice mail.
- When do you expect him back in the office?
- I need to speak with him on an urgent matter. Please have him call me
as soon as he gets in.
- 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.
- Hello, this is Marina Smith calling to follow-up regarding your
order with XYZ company. Can you please call me back at 999-
344-3344.

Recording a voice mail message on your machine
 Phrases for cell phone calls
 SPELLING OUT NAMES OVER THE PHONE. Often you
will need to spell something out over the telephone, such as a last
name. It will help your listener is you offer words for each letter.
Give words or names that are very common for each letter
Problems
- Hello, this is John Block from ABC. I’m calling regarding the
upcoming conference in Miami. I’ll try you again later today.
- Hi, it’s Marina. Please call me back when you get a
minute. (informal)
- Hello, you’ve reached Marina Smith at XYZ company. I’m
sorry I’m not available to take your call. Please leave a message
and I’ll call you back as soon as I can. Thank you.
- Hello, you’ve reached John Block at ABC. It’s Monday, May
22, and I will be out of the office all day. I will be checking my
voice mail from time to time and will return all urgent calls.
Thank you.
If you’re going on vacation
- Hello, this is Marina Smith at the XYZ company. I will be on
vacation from Friday, May 12 through Monday, May 22. Please
leave a message, and I’ll call you back when I return. Thank you.
The fading signal
- I’m sorry, I’m losing you. Can you call me back?
- I can barely hear you. Let me call you back on my other phone.
- We’re breaking up. I’m having trouble hearing you. Let me call
you back later.
The lost call
- Hi, it’s Marina again. Apparently we got cut off.
- Hi, it’s John again. Sorry I lost you. My cell phone dropped the
signal.
- My last name is Czarnek. C as in cat, Z as in zebra, A as in
apple, R as in Robert, N as in Nancy, e as in egg, K as in king.
- My registration number is 459N4AF. That’s 459, N as in
Nancy, 4 A as in Apple, F as in Frank.
• I'm sorry, I don't understand.
• I cannot hear you very well.
• You must have dialled the wrong number.
• I've tried to get through several times, but it's always
engaged.
This is a very bad line.
You're breaking up
Saying telephone numbers 
            Say numbers separately.                               For 66,  say  double 6.
            Say three..seven..four                                  For 666, say six, double six.
            Pause between groups.                                For  4981 Ext 242,  say:
            Say 325….651.                                             four..nine..eight..one -
            Say 89…44...90                                            extension two four two.
            Say oh for 0. It is better                            
            than zero or naught.  

2. When you transfer information by phone, try not to leave long silences or pauses. These phrases will help you.
Starting Ready? Go ahead

Continuing Have you got that? Got that.

Finishing Anything else? That’s all.

Checking Could you read that back to me? Could I read that back to you?
Work with a partner. Take it in turns to give each other messages and write them down. One person dictates and the other
write down.

Fax exhibition dates

to vera in são Paulo
Phone Paul Carter , 0055 11 223-3181
Tomorrow morning
(03) 408-441932

Practise these expressions with a colleague. Ask them to:

a. spell their surname for you.

b. Tell you the time
c. Tell you’re their computer password
d. Give you a lift home tonight.
e. Lend you their dictionary
f. Lend you some money.
 Telephone: language

Introduction
A lot of people find it difficult to make phone calls in a foreign language – and that's understandable.
You can't see the person you are talking to, their voice might be unclear, and you might find it difficult to
find the right words. Multi-word verbs
One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are
commonly used in telephone conversations. Most of them are featured in this module. Hold on means
'wait' – and hang on means 'wait' too. Be careful not to confuse hang on with hang up! Hang up means
'finish the call by breaking the connection' – in other words: 'put the phone down.'

Another phrasal verb with the same meaning as hang up is ring off. The opposite of hang up / ring off
is ring up – if you ring somebody up, you make a phone call. And if you pick up the phone, (or pick
the phone up) you answer a call when the phone rings.

"Hang on a second..."

If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while
they put you through – put through means to connect your call to another telephone. With this verb,
the object (you, me, him, her etc.) goes in the middle of the verb: put you through.

But if you can't get through to (contact on the phone) the person you want to talk to, you might be able
to leave a message asking them to call you back. Call back means to return a phone call – and if you use
an object (you, me, him, her etc.), it goes in the middle of the verb: call you back.

Level of formality
Another thing to think about when talking on the telephone is formality. It's important to use the right
level of formality – if you are too formal, people might find it difficult to feel comfortable when they
talk to you. On the other hand, if you are too informal, people might think you are rude!

Generally speaking, if you are talking to someone in a business context, you should use could, can, may
or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a
message?' 'Would next Wednesday be okay?'. You should also use please and thank you or thanks
very much whenever you ask for, or receive, help or information.

It's important to show politeness by using words like would, could, please, thank you etc. But it's also
okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like
okay and bye - in other words - everyday English! So phrases like I'm off to a conference..., no
problem, bye! and hang on a moment and I'll put you through are perfectly acceptable, as long as the
overall tone of the conversation is polite.

One last tip - it's better to ask for help or clarification when you're having a telephone conversation, than
to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like 'Could
you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would you mind
spelling that for me please?' Using phrases like these will help make sure that you have a successful
phone call, and may save you from lots of problems later on. You could always say that the line's very
bad today if you can't hear very well. And it's also a good idea to practice words, phrases and vocabulary
before you make the call!
TELEPHONING TIPS AND TECHNIQUES

In a business environment, the first contact you have with a customer is often over the phone. He or
she will be forming an opinion of you from this first contact. It is very easy to give a poor impression
by being disorganised and unprofessional in the way you use the phone. However, by using it
effectively you can appear very sharp and competent.

Here are some of the tips that allow you to present yourself in the most professional way:

● Learn key vocabulary and phrases

There are certain standard words and phrases that come up again and again on the phone. Learn them
and make sure you use them when telephoning.

● Have an aim
Before placing a call, have a clear and specific objective or purpose of what you are trying to achieve.

● Be prepared
Always ensure that you have all the documentation you need to achieve your purpose. This saves both
your time and the time of the person you are talking to.

● Start and finish well

A confident and professional opening is important. Say who you are and why you are calling. At the
end of the call, remember to thank the other person.

● Speak slowly and clearly

Your voice is your personality over the telephone. It makes an immediate impression that can portray
you as friendly or distant, confident or timid, spontaneous or mechanical, relaxed or nervous.

Be brief. Do not waste the receiver’s time.

● Make sure you understand the other speaker

Do not pretend to understand everything you hear over the telephone. Even native speakers ask each
other to slow down or repeat and confirm information from time to time.

● Create a positive atmosphere

Smile when you are on the phone. The person on the other line can hear it in your voice. Remember to
be polite to everyone that you speak to.

● Limit social conversation

Social chat may be pleasant, but taken to extremes it wastes time. It can be intensely frustrating if you
have a lot of work to do.

● Answer the telephone by the third ring

This is the norm for efficient business organisations. You will appear unprofessional if your phone
rings many more times than this. If you pick up a phone that has rung many times, then apologise to
the other person.

● At the end of a call, summarise the points made

Be clear. Explain the background and purpose of your call.
Be polite. Recognize the receiver’s point of view.
READING ACTIVITIES
 Telephone: connecting
Imagine you are calling a company and want to speak to someone who works there.
Can you think of any phrases you might use, or that you might hear? here are some
phrases

Michelle: Hello, you've reached the marketing department. How can I help?
Male: Yes can I speak to Rosalind Wilson, please?
Michelle: Who’s calling please?
Male: It’s Richard Davies here
Michelle: Certainly. Please hold and I’ll put you through.
Male: Thank you.
Michelle: Hello, marketing. How can I help?
Male: Could I speak to Jason Roberts please?
Michelle: Certainly. Who shall I say is calling?
Male: My name’s Mike Andrews.
Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the
phone for you ... OK - I’ll put him through. Hang on a moment; I’m just
putting you through.

• Unfamiliarity of foreign name.

• Sorry, could you spell that, please?

• Too many numbers spoken too rapidly, with a noisy environment.
• sorry, I didn't catch the dimensions. Can you repeat them more slowly?
• Technical information given to a non specialist.
• Sorry, I don't understand. (Can you explain that?
 Telephone: messages
some phrases you might hear if the person you wish to speak to is busy. Imagine you
work as a receptionist and you receive a call for someone who isn't there. What
might the caller say, and what would you say in reply?
After you've thought of some phrases, here are some phrases.

:
Claire: Hello, finance department
Female: Hello, can I speak to Adrian Hopwood, please?
Claire: I’m afraid he’s in a meeting at the moment. Can I help?
Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the
meeting?
Claire: In about an hour. Can you call back later?
Female: Okay, I’ll do that.
Claire: Or can I take a message?
Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called
and that I’m in the office all day if he could call me back.
Claire: Can I take your number, please?
Female: Yes, it’s 5556872.
Claire: 5556872. Okay, I’ll make sure he gets the message.
Female: Thanks very much for your help, bye!
Claire: Goodbye!
 Telephone: wrong number
If you dial the wrong number it can be confusing and embarrassing. But how do you
find out that you've made a mistake? And how can you check to be sure?
Imagine you've dialled the wrong number. What might the person who answers your
call say? What would you say in reply?
After you've thought of five phrases, Here are some phrases .

Male: Hello, this is the press office.

Michelle: Rachel Allsop please.
Male: I’m sorry, You must have the wrong number. There’s no-one of that name here.
Michelle: Oh. Can I check the number I’ve got…. is that not 5568790?
Male: No, it’s 5558790.
Michelle: Oh sorry about that. I must have dialled the wrong number.
Male: No problem! Bye!
Male: Hello, press office, can I help you?
Ruth: Hello. Paul Richards, please.
Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and
put you through. In future his direct number is 5558770.
Ruth: Did I not dial that?
Male: No you rang 5558790.
Ruth: Oh, sorry to have troubled you.
Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension.
Ruth: Thanks.
 Telephone: appointments
Once again, imagine you are making a telephone call. This time you are arranging an
appointment to see someone. What phrases might you use or hear? Here are some
phrases

Michelle: Mr Hibberd’s office!

Peter: Hello, can I speak to Brian Hibberd, please?
Michelle: I’m afraid he’s in a meeting until lunchtime. Can I take a message?
Peter: Well, I’d like to arrange an appointment to see him, please. It’s Peter Jefferson
here.
Michelle: Could you hold on for a minute, Mr Jefferson. I’ll just look in the diary. So
when’s convenient for you?
Peter: Some time next week if possible. I gather he’s away the following week.
Michelle: Yes, that’s right, he’s on holiday for a fortnight.
Peter: Well, I need to see him before he goes away. So would next Wednesday be okay?
Michelle: Wednesday … let me see … he’s out of the office all morning. But he’s free
in the afternoon, after about three.
Peter: Three o'clock is difficult. But I could make it after four.
Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd's office?
Peter: Yes, that sounds fine. Thanks very much.
Michelle: Okay, then. Bye.
 Telephone: flights
Modern business often involves international travel. When booking a flight, what questions
do you need to ask?
Imagine you are booking a flight and a hotel over the phone. What words and expressions do
you use?, here are some phrases.

Dolores: Hello! Dolores speaking…

Tim: Ah yes, hello. I’d like to enquire about flights to Hong Kong from Kennedy Airport in New
York, please. I’m off to a conference at the end of the month - Thursday 22nd until Tuesday
27th. Could you tell me about the flight availability and prices?
Dolores: Certainly. Do you want to go economy, business or first class?
Tim: Well, I’d like to go first class, but unfortunately I’ll have to go economy - company rules, you
see.
Dolores: Yes, sure, I understand. How many of you will be travelling?
Tim: Ah, it’s just me.
Dolores: Okay, so that’s one seat … economy … New York - Kennedy to Hong Kong Airport.
Tim: And how much will that be?
Dolores: Let me see … to qualify for the discount rate, you need to stay over a Saturday, which you are
doing … Yes, that’ll be $830.
Tim: Right, and does that include airport tax?
Dolores: No, tax is another $70 on top of that.
Tim: Okay. Can I book that, then?
Dolores: Certainly.
Dolores: Can I help you with anything else?
Tim: Yes, I'd like to book a hotel room too, for the full five nights. Could you check if the Regency
Hotel has any rooms free?
Dolores: Yes, they do.
Tim: And is there a discount rate for conference delegates?
Dolores: Yes, there is. I think it's 10% but I can check that for you.
Tim: Okay, do you mind if I book it provisionally for now and I'll call you back later to confirm? I
just need to check one or two details.
Dolores: That's fine, sir. Can I help you with anything else?
Tim: No, that's all for now. As I said, I'll call you back.
7 Put the dialogue in the right order
a Speaking.
b Hi Tarmo.
c Thanks, Tarmo
d I'll do it now.
e Of course,
f Did you get my message?
g You'd like me to send directions to the office.
h Can I speak to Tarmo Star please?
I Yes that's right.
j Could you send them today?
k Yes I did.
I See you soon.

8 Match the two parts of the sentences.

1 Press the star key A on hold for a minute.
2 Could you leave a message B a conference call for next week.
3 I'll call you C take the call at the moment
4 Please wait. I'll just put you D the wrong number.
5 I'm sorry, I must have dialed E to return to the main menu
6 We need to set up F with directory enquiries.
7 I need to check the number G for me on my voicemail?
8 I'm sorry but I can't H when I get back to my office.
.
Complete the sentences using the verbs from the box below. Use each verb once only. Press - try
- call- hear- leave- keep- want- say- hold- hang- get
example: I'm trying to get hold of Peter Ince.
a Would you like to …….............. a message?
b I can't....................... you very well. Please speak up.
c Could you ........................ on, please? I won't be long.
d Sorry to ......................... you waiting.
e Can I......................... you later?
f If you ..................... to place an order,........................ the star key.
g I'll....................... someone to call you later.
h He didn't......................... when he would be back in the office.
i Please don't....................... up. I'll..................... the number again.
Complet the following dialogue with the phrases bellow.
A. Hello, Innovation Consulting. Can I help you?
B.
A. Yes, it is.
B.
A. Who’s calling, please?
B.
A. OK, Mrs Watson, I’ll put you through.
B. Thanks.
..............
A. Can I take a message?
B. He’s got my number.
A. OK, Mrs Watson.

Is this the Finance Department?

Could you ask him to call me back?
This is Jane Watson from Turkish Business
Could I speak to John Williams, please?
I’m afraid there’s no answer

5. work in pairs. One person sell computers. The other is a foreign customer who phones.
Answer his inquiries about your computer the NC-200. he will ask about.
• your prices
• delivery times
• the guarantee
• discounts
• your terms of payment
Invent your answers. You can agree to or refuse his request.
Speaking:
Sit back to back with a partner and act out this telephone calls.
Call :
Your company’s new price list are still at the printers. You expect them to arrive today. A customer
calls with a request. Write down the details.
Reading activities
Read and answer the comprehension questions.

Telephone conversation between Sales Director Martin, and his sales Manager, Fiona.
Fiona: Hello.
Martin: Hi, Fiona. This is Martin. How are things going?
Fiona: Fine, thanks.
Martin: I haven't received your sales report yet for the quarter. Any
problems?
Fiona: Oh, no. Sorry, Martin. I've been really busy lately. But I can tell
you, we've had excellent results.
Martin: Good.
Fiona: Yeah. We've met our sales targets and increased our market share by two percent. Our total
sales were over $1.2 million.
Martin: Over $1.2 million. Great! Well done! What about the new range of shampoos?
Fiona: Well, we had a very successful product launch. We spent $30,000 on advertising it and
Martin: Sorry, did you say $13,000?
Fiona: No, $30,000. We advertised in the national press, took out space in trade magazines and did
a number of presentations to our distributors. It was money well spent. We've had a lot of orders
already and good comments from customers.
Martin: I'm really pleased to hear that.

Comprehension Questions
1. Did they meet their sales targets?
2. How has their market share changed?
3. What were their total sales?
4. How much did they spend on shampoo advertising?
a telephone conversation
customer, Will Becker, who hasn't paid an outstanding bill.
Becker: Hello. Becker here.
Santinelli: Good morning, Mr. Becker! This is Valentina Santinelli calling from GFS. I'm sorry to call
you like this.
Becker: Oh, that's all right.
Santinelli: Did you receive our January shipment?
Becker: Yes, we did.
Santinelli: When did it arrive?
Becker: Erit arrived on the25th of January.
Santinelli: Are all the things you ordered included?
Becker: Yes, thank you, yes.
Santinelli: Did you get the invoice as well?
Becker: Yesyes.
Santinelli: And, er, have you paid the invoice for the last shipment yet?
Becker: I'm afraid we haven't managed
Santinelli: Because I haven't got a record of the payment and our department was just getting a
bit worried about it.
Becker: Yes, money is very tight at the moment, you see.
Santinelli: Of course.
Becker: I'd like to ask for an extension of credit.
Santinelli: Ah.
Becker: You see, we have a considerable overdraft.

Comprehension Questions
Are these statements true (T) or false (F)?
The credit controller
1. has no sympathy for the customer
2. offers a bank overdraft
3. threatens legal action
4. grants an extra week's credit
5. insists on prompt payment
6. suggests there may be a change in conditions of payment