Telephoning :Telephoning http://esl.about.com/od/businessspeakingskills/a/t_vocab.htm http://www.englishclub.com/speaking/telephone_language.htm http://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/1connecting.shtml


Answering the phone :Answering the phone Thank you for calling Boyz Autobody. Jody speaking. How can I help you? Doctor's office. Hello, you've reached the marketing department. How can I help? Hello, marketing.  How can I help? Hello? (informal)


Introducing yourself :Introducing yourself Hello, this is Julie Madison calling. It’s Sara Hinarejos here Hi, it's Gerry from the dentist's office here. This is Ken. Ken speaking Hey George. It's Lisa calling. (informal) Asking who is on the phone Can/could/may I ask who is calling, please? Who’s calling please? Who shall I say is calling? Excuse me, who is this?


Asking to speak to someone :Asking to speak to someone Could I speak to..., please? (Can I - more informal / May I - more formal) Would it be possible to speak to…? Could you get me through to…, please? Would the doctor be available? (or Would the doctor be in? ) Can I have extension 321? (extensions are internal numbers at a company) Is Jack in? (informal idiom meaning: Is Jack in the office? Is … available? Is Jackson there, please? (informal) Can I talk to your sister? (informal)


Connecting someone :Connecting someone Please hold on and I'll put you through (to his office). One moment please. Hang/Hold on one second/a moment. All of our operators are busy at this time. Please hold on for the next available person. I'll put you through Can you hold the line? Can you hold on a moment? Sorry to keep you waiting, I’ll get her through to you Just a sec. I'll get him. (informal) Just a second - I’ll see if he’s in (informal) NOTES: 1.- Hold on means 'wait' – and hang on means 'wait' too 2.- Hang up = 'put the phone down.‘, ring off , or 'finish the call’ 3.- Put through means to connect your call to another telephone. 4.- Get through to means to contact on the phone the person you want to talk to, 5.- Call you back means to return a phone call


Making special requests :Making special requests Could you please repeat that? Would you mind spelling that for me? Could you speak up a little please? Could/Can you speak a little slower please. My English isn't very strong. Can you call me back? I think we have a bad connection. Can you please hold for a minute? I have another call. NOTES: 1.- It's important to show politeness by using words like would, could, please, thank you etc. 2.- It's better to ask for help or clarification than to pretend you understand sth that you didn't.


Taking a message for someone :Taking a message for someone Could (Can, May) I take a message? Could (Can, May) I tell him who is calling? Would you like to leave a message? I'm sorry, Lisa's not here at the moment. Can I ask who's calling? I'm afraid he's stepped out. Would you like to leave a message? Sorry to keep you waiting, He's on lunch right now. Who's calling please? He's busy right now. Can you call again later? I'll let him know you called. I'll make sure she gets the message. I'm afraid ... is not available at the moment The line is busy... (when the extension requested is being used) Mr Jackson isn't in... Mr Jackson is out at the moment... Sammy's not in. Who's this? (informal)


Leaving a message :Leaving a message Yes, can you tell him his wife called, please. No, that's okay, I'll call back later. Yes, it's James from CompInc. here. When do you expect her back in the office? Thanks, could you ask him to call Brian when he gets in? Do you have a pen handy. I don't think he has my number. Thanks. My number is 222-3456, extension 12.


Confirming information :Confirming information Okay, I've got it all down. Let me repeat that just to make sure. Did you say 555 Charles St.? You said your name was John, right? I'll make sure he gets the message.


Listening to an answering machine :Listening to an answering machine Hello. You've reached 222-6789. Please leave a detailed message after the beep. Thank you. Hi, this is Elizabeth. I'm sorry I'm not available to take your call at this time. Leave me a message and I'll get back to you as soon as I can. Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm, Monday-Friday. Please call back during these hours, or leave a message after the tone. If this is an emergency please call the hospital at 333-7896.


Leaving a message on an answering machine :Leaving a message on an answering machine Hello, this is Ricardo calling for Luke. Could you please return my call as soon as possible. My number is 334-5689. Thank you. Hello Maxwell. This is Marina from the doctor's office calling. I just wanted to let you know that you're due for a check-up this month. Please give us a ring/buzz whenever it's convenient. Hey Mikako. It's Yuka. Call me! (informal)


Finishing a conversation :Finishing a conversation Well, I guess I better get going. Talk to you soon. Thanks for calling. Bye for now. I have to let you go now. I have another call coming through. I better run. I'm afraid that's my other line. I'll talk to you again soon. Bye.


Useful Phrases :Useful Phrases Connecting How can I help? May/Could/Can I speak to …, please? Could you get me through to…, please? Would it be possible…? Who’s calling, please? Please hold on Hang on a moment I’ll just put you through Sorry to keep you waiting, I’ll get her through to you Who shall I say is calling? Just a second I’ll see if he’s in Messages I’m afraid he’s in a meeting May/Could/Can I help? Can you call back later? Can I take a message? Could you tell him that… Can I take your number, please? OK, I’ll make sure he gets the message


Useful Phrases :Useful Phrases Wrong number You must have the wrong number Is that not 556 8790? No, it’s 555 8790 Sorry about that I must have dialled the wrong number Can I help you? I’m sorry, you’ve got the wrong number I’ll try and put you through His direct number is … Sorry to have troubled you Appointments Can I speak to Brian Hibberd, please? I’m afraid he’s in a meeting I’d like to arrange an appointment I’ll just look in the diary When’s convenient for you? Would next Wednesday be OK? He’s free in the afternoon after about three I could make it after four So shall we say 4.15 next Wednesday?


Some examples :Some examples 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. Listening: http://downloads.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/mp3s/1.1_connecting.mp3 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.


Some examples :Some examples 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! Listening: http://downloads.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/mp3s/1.2_messages.mp3


Some examples :Some examples 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. Listening: http://downloads.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/mp3s/1.4_appointments.mp3