Corso Business English SEDAPTA - Telephone English

http://englishlessonsluisapuppo.blogspot.it/2014/02/telephone-english.html

1. Language Focus: Identifying yourself

Good morning, Yasmine speaking (person receiving call)

Hello, this is Yasmine Alcide from Spike British School. (caller)

Hello, my name is Yasmine Alcide. I’m calling from Spike British School. (caller)

Hi, it’s Yasmine from Melbourne. (caller, informal)

Hi, Yasmine here. (caller, informal)

2. Language Focus: Saying who you want to speak to

I’d like to speak to Mr. Jones, please.

Could I have the Accounting Department, please?

Could you put me through to Mrs. Weaver, please?

Could I have extension 234, please?

Could I speak to someone in the Accounting Department?

Is Mr. Robinson there, please?

3. Language Focus: Leaving a message

Could you give him/her a message?

Can I leave him/her a message?

Please ask him/her to call me back. My number is…

Please ask him/her to ring me back.

Please ask him/her to get back to me.

4. Language Focus: Explaining the purpose of your call

I’m phoning about…

The reason I’m calling is…

I need some information about…

It’s in connection with…

I’d like to…

I’m ringing to….

5. Language Focus: Asking for repetition

Sorry, I didn’t catch your name / your number…

Sorry, could you repeat your name / number / etc.

Sorry, I didn’t hear that.

Sorry, I didn’t understand/get that.

Could you spell that?

6. Language Focus: Acknowledging repetition

Ok, I’ve got that.

(Ms. Ventura.) I understand.

I see, thank you.

7. Language Focus: Saying someone is not available

I’m sorry, he/she is not available (right now).

Sorry, he/she’s away for the week.

Sorry, he/she’s not in.

I’m afraid he/she’s in a meeting (at the moment).

He/she’s in Paris.  He/she won’t be back until Monday.

8. Language Focus: Taking messages

Can I take a message?

Would you like to leave a message?

If you give me your number I’ll ask him/her to call you later.

Shall I ask him/her to call you back?

9. Language Focus: Offering to help in other ways

Can anyone else help you?

Can I help you perhaps?

Would you like to speak to his/her assistant?

 Sample Phone Dialogue 1 : Formal

 

Receptionist: Howard Engineering.  How can I help you?

Caller: This is James Harvey.  Could I speak to Joshua Reynolds?

Receptionist: I’m sorry, I didn’t catch your name.

Caller: James Harvey.

Receptionist: Could you tell me what it’s about?

Caller: It’s in connection with a new order.

Receptionist: Just a moment, I’ll put you through.

4. Sample Phone Dialogue 2 : Informal

 

 

Max: Max speaking.

Leslie: Leslie Taylor here.  How are you?

Max: Fine, and you?

Leslie: Not too bad.  Pretty busy actually.

Max: I know what you mean.  So, what can I do for you?

Leslie: The reason I’m calling is to try and fix a meeting early next month.

 

Making Arrangements

 

Cathy:  Good afternoon, Sunland Tech Systems.

Earl:  Good afternoon.  Could I speak to Petra Landers?

C: I’m afraid Ms Landers isn’t here today.  Can I help you?

E: Is that Cathy?

C: Yes.

E: Hello, Cathy.  This is Earl Branson.

C: Oh, hello Earl.  How are you?

E: I’m fine thanks.  Er… I got a message from Petra on my answerphone, asking me to contact her about a meeting…

C: Ah, yes, Petra told me about it.  Can you make it on Monday or Tuesday?

E: Well, I’m afraid I’m not free on Monday or Tuesday morning, but Tuesday afternoon would be OK.

C: I see. Would two fifteen suit you?

E: Yes, that would be fine.

C: Good.  Then let’s make a provisional appointment for two fifteen... That’s Tuesday, the third, right?  But I need to check the time with Ian and Petra.  Could I ring you back to confirm that?

E: Yes, of course.  Speak to you later then.  Goodbye, Cathy.

C: Thanks Earl.  Goodbye.

Changing arrangements

 

Earl: Hello, Earl Branson speaking.

Cathy: Hello, Earl.  It’s Cathy again.  I’m phoning about the meeting next week.  I’m sorry, but Ian isn’t available at the time we arranged, he’s got another appointment.  But he’s free later on.  Would four o’clock be possible for you?

E: So, that’s four o’clock instead of two fifteen?

C: Yes.  Is that time convenient for you?

E: Yes, that’s fine.

C: Oh, good.  So, we look forward to seeing you next Tuesday, then.  Goodbye, Earl.

10. Language focus: Making arrangements

Can you make it on Monday or Tuesday?

Would two fifteen suit you?

I’m afraid I’m not free on Monday morning, but Tuesday afternoon would be OK.

Yes, that would be fine.

Then let's make a provisional appointment for two fifteen.  That’s Tuesday, the third, right?

Could I ring back to confirm?

11. Making arrangements: Key words

Fix = Arrange

Manage = Able to do

Shift = Change, move

Suit = Be convenient

Ideal = Perfect

12. Language focus: Changing arrangements

I’m sorry, but he’s not available at the time we arranged.  Could you possibly move the meeting to four o’clock?

I’m afraid I won’t be able to meet on Tuesday after all. Can we arrange another time?

My plane may not arrive on time so I would like to move the meeting to a couple of hours later, is that possible for you?

13. Language focus:  Ending a call

I’m afraid I have another meeting starting.  Thanks for calling.

I think that covers everything.  Is there anything else?

I’m sorry, we will have to leave it there.

Thank you for your help.

I look forward to seeing you soon.

I’ll get back to you.

Have a good weekend/trip/holiday.

14. Language focus: Confirming arrangements

Can I check that?  You said…

All right, then.  We’ll see you on the 18^th at 9 sharp.

Very good.  I have you down for 5 o’clock at the Paris campus.

No problems then with June 14th at noon.  See you then.

15. Phrasal verbs used on the phone or when making arrangements.

PHRASAL VERB	DEFINITION
to be tied up	to be busy
to pencil in	to make note of a provisional appointment
to get through	to be connected
to look something up	to search and find information (dictionary, database, reference book)
to get back to	to ring the person again with some information
to put someone through	to connect the call for someone
to drop someone a line	to contact someone in an informal manner
to get together	to meet

FFollow the structure  when making arrangements

 

Caller (Brindle Associates)	Called person (Merlin Datasoft)
	“Merlin Datasoft, good morning”
Greeting.
Introduce yourself.
	Check name.
Correct/confirm.
	Offer to help.
Ask for appointment with Mr Parks.
	Ask what it’s about.
Explain that you want to discuss European marketing project.
	Acknowledge—ask when would be a good time.
Suggest next week.	Reject.  Mr Parks is away.
	Suggest beginning of next month.
Agree.
Suggest Monday 4th.	Reject.  On Monday, Mr Parks is busy all day.
	Suggest Tuesday.
Agree.  Suggest 10:00 a.m.
	Agree—ask for fax to confirm.
	Offer to book hotel.
Agree to fax—hotel booking is not necessary.
Signal end of call.
	End call/thanks/refer to fax, etc.
End call.