Unit 3
Telephoning
The telephone is an important tool for personal, school, and business use because of the rapid communication it permits. Therefore, we need to re-enforce our personal speaking and listening abilities regarding telephone use.
Telephoning skills:
Making and receiving telephone calls can be difficult for some people who don’t speak English very often. Here we talk you through the first stages of a phone call, and give you a range of expressions to use in different situations.
Giving numbers
Here is a phone number: 0171 222 3344
And here is how to say it:
“Oh-one-seven-one, triple two, double three, double four”
or
“zero-one-seven-one, triple two, double three, double four”.
Pausing:
When you say a seven digit number, separate the number into two blocks of three and four, pausing after each block. Each digit is spoken separately, unless it’s a double or triple.
If the second party of the number was, for example, “5555”, You’ll probably find it easier to say “double five – double five”.
There are some simple steps you can take to improve your telephoning skills. Therefore keep the following steps in mind:
DON’T panic! It is easier said than done, but really is the key to success. You MUST loose the fear of the phone. Make at least one call a day in English to a friend just to practice. REPEAT yourself: “TELEPHONING IN ENGLISH IS EASY”. Positive thinking will work.
START AND FINISH WELL. A confident opening is important. Say CLEARLY and NOT TOO QUICKLY, who you are and why you are calling:
“This is Glenn Miller from New York. I’m calling about the meeting…” Try to avoid saying “My name is…; this sounds less professional. At the end of the call, remember to thank the other person: “Thanks for your help”. If they thank you, the answer is “You are welcome”.
SPEAK CLEARLY. Use clear articulation and try to avoid difficult words and long sentences if it is not necessary to use them.
DO NOT SPEAK TOO FAST. Keep in mind that many people tend to speak too fast when they are nervous. Hardly anyone ever speaks too slowly.
BE POLITE. SOFTEN YOUR LANGUAGE. Start and end the conversation politely. “Would” and “could” are the two key words. “I’dlike to speak to Jane Brown, please” is much better than “I want to”... Try to confirm what you have understood. This is especially important if the other person gives addresses or dates.
LEARN TO CONTROL THE CALL. Native speakers of English often speak too quickly and not clearly enough. Make sure how to stop them or slow them down. Phrases such as “I’m sorry, I didn’t catch that” or “I’m sorry, could you speak a little more slowly, please?” This will help you to control the situation. Don’t be embarrassed to stop you partner.
AVOID BEING TOO DIRECT. In English this is often done by using “would”. Compare: I want some more information and I would like to have some more information.
CREATE A POSITIVE ATMOSPHERE. Smile when you are on the phone. It really does make a difference to the way you sound. And the impression you create can make a big difference to your chances of business success. If you are unsure how you sound on the phone, record yourself during a conversation. You may be surprised by the result.
BE EFFICIENT. Make sure that you have prepared the call and know what you want to say and how you want to say it in advance.
KNOW THE TELEPHONE ALPHABETS AND LEARN TO SPELL. Do you know the telephone alphabets in English? If not, learn it. It is important not only to know how to say the individual letters, but also to be able to check them: “Was that “I” for India or “E” for Echo”? (Don’t say “E” like Echo”.) This is particularly important if you have to spell names and addresses, such as hyphen (-) and the slash (/).
KNOW FREQUENTLY USED EXPRESSIONS. There are certain standard phrases that come up again and again on the phone. Learn them and use them! Don’t try to be too clever on the phone; stick to the standard phrases.
LISTEN CAREFULLY, so that you do not need to ask the other person to repeat information. Listen to the vocabulary and phrases that your partner uses. Often you will be able to say the same things later in the same conversation. Your partner won’t notice what you are doing, but you will feel good that you have activated your passive vocabulary.
These model dialogs give you examples of the language you will hear or want to use on the phone.
Model Dialog: Starting a telephone conversation (1)
Caller: Hello. Is this Dr Deans office?
Receiver: Yes, who is speaking please?
Caller: This is Ted speaking. I’d like to
speak to Dr. Dean, please.
Receiver: Speaking. Track 22
Model Dialog: Starting a telephone conversation (2)
You: Can I speak to (Mr. Monard), please?
or Is (Mr. Monard) there? Track 23
Receptionist: May I ask who is calling? or could
I have your name, please?
You: Yes, this is Paddy Ivory speaking.
Many people don’t identify themselves when they make or receive a phone call. Even at home, they normally pick up the phone and say “Hello”. But they won’t be offended if you ask for their name.
Model Dialog:Unavailable person. Track 24
Receiver: Good morning. J.C. Motor Co.
Caller: Hello. May I speak with Mr. Curtis?
Receiver: Sorry, but he just stepped out of the office.
Could someone else help you?
Caller: No, I’m afraid not. I’ll call again.
Model Dialog:Leaving or taking a message. Track 25
Receptionist: I’m afraid Mr. Monard is out of the
office today or off sick today or in
a meeting or on holiday or I’m afraid
his line is engaged. Would you like to
leave a message?
You: Could you ask him to call me back or
could you ask him to return my call?
Receptionist: Does he have your phone number or
what’s your phone number, please?
In the above, the receptionist uses “I’m afraid” or “I’m sorry”. This shows that although the receptionist can’t help you, she or he understands this causes you a problem. If the receptionist doesn’t offer to take a message, you can ask to leave one.
You: Could I leave a message, please?
Receptionist: Yes, certainly or Yes, of course.
Social talk on the phone.
If you know a person, or have spoken before, it’s normal to chat for a few seconds before saying why you are calling.
You: Hello, this is (Paddy Ivory) speaking. Or Hello, This is (Paddy
Ivory).
You might also want to add your company name: This is (Paddy
Ivory) from (Ivory Worldwide).
The other person: Hello, how are you?
You: Fine, thanks. And how are you?
The other person: Very well, thanks. or Not bad.
or Can’t complain. or A bit busy. Etc.
You: Oh good. or Glad to hear that.
If someone asks you how you are, respond positive and return the question. This social talk can, of course, be extended. You could ask about a project you know the person is working on, or a mutual friend, or the person’s family.
You: Hello, this is (Paddy McIvor).
How are you?
The other person: Fine. How about yourself?
You: Fine, thanks. How is the project going?
The other person: Well, we are pretty busy, as you can imagine.
You: Yes, I can! Anyway, I’m calling about …
To introduce the subject of your call, you can use words such as ‘anyway’, or
‘well’, or ‘right’.
Remember, if you haven’t spoken to the person before, or don’t know them, then social talk is inappropriate – get straight to the reason for your call.
Calling someone you don’t know.
Perhaps a colleague has asked you to call someone else on your behalf. You don’t know the person you are calling, so you should introduce yourself and mention your colleague’s name.
You: Hello, this is (Melissa Green) calling from (Ivory Worldwide).
Other person: Hello, what can I do for you? or Hello, how can I help you?
You: I am calling on behalf of (Paddy Ivory) … or (Paddy Ivory)
suggested that I call you. or (Paddy Ivory) asked me to call you.
Final tips…
- Try to speak clearly and don’t be afraid to speak more slowly than normal.
- Think about what you want to say before calling.
- Don’t be afraid to ask your caller to repeat themselves if there’s something you
don’t understand.
Use “I’m sorry, could you repeat that please?” or “Sorry, I didn’t quite catch that”.
Model dialog:
Wrong number (1) Track 26
Ann: Hello, is Kate there?
Ben: Sorry, there’s no Kate here. I’m afraid
you’ve got the wrong number.
Ann: Isn’t this 297-0917?
Ben: No. This is 297-0927.
Model dialog;
Wrong number (2) Track 27
Ms. Black: Hello. May I speak to Mr. Hanson, please?
Mr. White: I’m sorry. There’s no one by that name in this office. You must have
the wrong number.
Ms. Black: Oh, I’m sorry to bother you.
Mr. White: No problem.
Model dialog:
Making invitation (1) Track 28
John: Bill, would you like to have some
drinks at the bar tonight?
Bill: That sounds good. I’d love to.
John: Good. I’ll pick you up at 6 p.m., OK?
Bill: That’s very kind of you.
John: See you then, good bye.
Bill: See you, bye.
Model dialog:
Making invitation on the phone: Track 29
Kate: Hello.
Mark: Hello. Could I speak to Kate Watson, please?
Kate: Speaking.
Mark: Oh, hi Kate. This is Mark Chapman. Do you
remember --- from Byron Swanson’s party?
Kate: Oh, of course. How are you?
Mark: Just fine, thanks. Uh, Kate, I was just wondering
if you’d like to go to a Mozart concert this Tuesday?
Kate: Oh, I’d love to, Mark, really, but I’m afraid I can’t.
I have to work.
Mark: Oh, that’s too bad. Well, could we make it some other
time then?
Kate: Sure.
Mark: Well, are you free on Saturday night? They’re doing
the same program.
Kate: That would be fine. What time does the concert start?
Mark: At eight o’clock sharp. I think we could have dinner first.
Model dialog: Track 30
Making invitation on the phone (2)
Pete: Hello, Jane. This is Pete.
Jane: Hi, Pete.
Pete: We are going to have a party this Saturday night.
Do you want to join us?
Jane: Sure. Where?
Pete: It’ll be at my place, around seven p.m.
Jane: All right, I’ll be there. Oh, I have to go now.
Jay is waiting for me at the coffee shop.
Talk to you later, OK?
Pete: OK. See you then.
Jane: See you, bye.
Making, Accepting and Declining Invitations.
INTRODUCTION
Discuss with your friends how to answer these following questions.
1. What is “invitation”?
______
2. What kind of occasions or activities do you usually ask someone to join you?
______
3. What kind of information do you need to know when someone asks you to see
a movie with him or with her?
______
Model dialog: Track 31
Accepting invitation
James: Shall we have lunch together tomorrow?
Joyce: That’s a good idea. I would love to. Just tell
me the place.
James: Let’s meet at Macy’s, all right?
Joyce: That’s a nice place. I’ll see you there.
James: Marvelous. Oh, I’ve got to go now.
I have a meeting in a minute.
Joyce: See you. Bye-bye.
James: Bye-bye.
Model dialog:
Declining invitation on the phone Track 32
Pete: Hello. May I speak to Ken, please?
Ken: Speaking.
Pete: It’s me, Pat. I’m calling about my birthday party this Friday night. Will you
be there?
Ken: Oh, I’d love to. But I have a math exam to prepare for.
Pete: That’s all right. Maybe we’ll do it next time, then.
Ken: Sure. Thanks for inviting me, anyway.
Pete: OK. Take care. Bye.
Ken: Bye.
Model dialog:
Declining invitation Track 33
Mr. White: Well, I’d like to invite you to dinner at the Cameron’s tonight.
Mrs. Black: Thank you very much for inviting me, Mr. White. I’m afraid I can’t
because I have an appointment with Mr. Young. It’s an urgent
matter.
Mr. White: All right. Perhaps it works out next time, then.
Exercises:
Telephoning
Part 1
Complete the dialogs with the appropriate words in the box below.
name number thanks someone call
hello appreciate on speak may
Dialog 1
Caller: I’d like to (1) ______to Mr. Frank Harper. Is he there?
Receiver: Frank Harper … uh … I don’t know anybody by that (2) ______.
Hold (3) ______a second. I’ll let you talk to (4) ______
who’s been here longer.
Caller: Okay, (5) ______. I’d (6) ______it.
Dialog 2
Receiver: Northwest Industries. (7) ______I help you?
Caller: (8) ______. Is Mrs. McKinley there, please?
Receiver: She’s gone for the day. I can take your (9) ______and have
her (10) ______you tomorrow.
Part 2
Complete the dialogs with the appropriate expressions.
Dialog 1:
Mr. Brown: Hello. ______?
Ms. White: Yes. I’m trying to reach Mr. Frank Harper.
Mr. Brown: ______, but Mr. Harper is not longer with us.
Ms. White: Oh! Well, do you happen to know where I could reach him?
Mr. Brown: I’m sorry, but I don’t.
Dialog 2:
Caller: Hello. Is this Mr. Penn’s office?
Mr. Penn: Yes. ______?
Caller: This is Ted speaking. I’d like to speak to Mr. Penn, please.
Mr. Penn: ______.
Making, accepting and declining invitations.
Part 1
Complete the dialog with the appropriate words in the box.
great where love drink there shall then
at about marvelous time idea sound
Dialog 1:
James: (1) ______we have lunch together tomorrow?
Joyce: That’s a good (2) ______. I would (3) ______to.
Just tell me the (4) ______and place.
James: Let’s meet (5) ______the Macy’s, all right?
Joyce: That’s a good place. I’ll see you (6) ______.
James: (7) ______. Oh, I’ve got to go now.
I have class in a minute.
Joyce: See you later. Bye-bye.
James: Bye-bye.
Dialog 2
Jessica: Hi, Lisa. Long time no see!
Lisa: Hi Jessica. How are you doing?
Jessica: Just fine, thank you. How about you?
Lisa: So-so.
Jessica: What do you say to a (8) ______tonight?
Lisa: That (9) ______great.
Where shall we go?
Jessica: How (10) ______the Groovy?
Lisa: Not bad. Let’s meet there at 7 p.m.
Jessica: Oh, I’ve got something important to do at 7 p.m.
Let’s say 7:30 p.m., OK?
Lisa: That’s (11) ______. See you (12) ______.
Bye.
Activity
Role Play: Practice the following dialogs with your partners.
Telephoning
Dialog 1 Track 34
Caller: Hello. Mr. Taylor, please. This is George Harris calling.
Receiver: I’m sorry, Mr. Harris, but Mr. Taylor is not here at the moment.
He is out to lunch.
Dialog 2 Track 35
Ann: Good morning. This is the Whites residence.
Ben: Hello. May I speak to Mr. White, please?
Ann: I’m sorry, he’s not in right now. Who is this?
Ben: This is Ben Shields.
Dialog 3 Track 36
Ann: Emerson & Baker. May I help you?
Ben: Yes, this is Ben Martins speaking, and I like to talk to Mr. Baker.
Ann: I’m sorry. Mr. Baker is not available right now.
Dialog 4 Track 37
Ann: Hello. Ann Kent speaking.
Ben: Hi, Ann. This is Ben Moore. I’d like to make an appointment
to see you, if that is possible.
Ann: What about tomorrow? Could you come to our offices around
two o’clock?
Ben: Two o’clock. That’s fine.
Making, accepting and declining invitations.
Dialog 5: Track 38
Pam: Are you free on this Saturday night, Jill?
Jill: Yes, I am.
Pam: Why don’t we have dinner together?
Jill: That would be great. Where shall we go?
Pam: Let’s go to Jets.
Jill: OK. Shall we meet there at 6:30 p.m. this Saturday?
Pam: That sounds good. See you then.
Dialog 6 Track 39
Tonya: Sonia, why don’t we have some drinks together
at Sharks this evening?
Sonia: I’d love to but I am afraid I can’t. I made already
plans for this evening.
Tonya: Too bad. Maybe we can do it next time.
Sonia: Thanks for inviting me, anyway.
Starting the telephone conversation.
- Good morning / afternoon / evening, Jackson Enterprises, Sally Jones speaking.
- Good morning, this is Heike Bauer calling from Germany.
Introducing yourself.
-This is Ken
-Ken speaking.
-Could you speak up, please?
-Who’s speaking please?
-Am I speaking to … (name) …?
-Could you spell that please?
-Who would you like to talk to sir / madam?
-One moment please, I’ll see if Mr. Jones is available.
Asking who is on the phone.
-Excuse me, who is this?
-May I ask who is calling, please?
Asking for someone.
-This is … (name) … speaking. I’m calling about …/ I’m returning your call.
-I’d like to speak to … (name).
-Could I speak to someone who …
-Could you put me through to Mr. Jones, please?
-Can I have extension 321? (extensions are internal numbers at a company).
-Is Jack available?
Problems.
-I’m sorry, I don’t understand.
-I cannot hear you very well.
-You must have dialed the wrong number.
-I’ve tried to get through several times, but it’s always engaged (busy).
Putting someone through.
-I’ll put you through to … (put through – phrasal verb meaning ‘connect’.
-I’ll put … on the line.
-I’m sorry, there’s no reply from Mr. Jones.
-Just a moment, please. I’ll put you through.
Asking the caller to wait.
-Can you hold the line, please?
-Can you hold?
-Can you hold a moment?
Putting someone on hold.
-Just a moment, please.
-Hold on, please.
-Hold the line, please.
Stating a problem
-I’m sorry; the line is busy / engaged. (When the extension requested is being used).
-Thank you for waiting. I’m afraid Mr. Jones is not in at the moment.
-I’m afraid she’s not in the office today. Can she call you back when she gets in?
-I’m afraid … (name) is not available at the moment.
-I’m sorry, but the line is busy.
-Mr. Jackson isn’t in.
-Mr. Jackson is out at the moment.
-I’m afraid he’s away on business.
Asking someone to call back.
-I’m sorry; Mr. Jones is in a meeting. Can / could you call back later in the day? / would you like to call back later?