English For Telephoning

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1 Identifying yourself

1. Work with a partner. Ask him or her the questions below and make a note of the
answers. Then tell the class what you found out.

1. How often do you make phone calls in


English?
2. When was the last time you made or received
a phone call in English? How was it?
3. Who do you normally speak English to on the
phone?
4. What do you find most difficult about
telephoning in English?
5. Describe your worst experience with an
English phone call.

2. Look at the Useful Phrases below. Then, choose a title from below for each set of
phrases.
Making the connection Getting through to the right person
Giving your name When the person isn’t available

_________________________________________________
_________________________________________________

Shall I put you through to him/her?


Gail Jones speaking.
Can I just ask what it’s about?
This is Robert Smith from ABC
Could you please hold?
Enterprises.
Just hang on a moment while I make
Hello, Jane. It’s Elena Gonzalez here.
the connection.

_________________________________________________
_________________________________________________

I’m afraid his/her line is engaged.


Could/Can I speak to Mark, please?
I’m afraid Pat isn’t available at the
I’d like to speak to Ellen Baker,
moment.
please.
I’m afraid she is in a meeting.
I actually wanted to speak to Pat.
Can I take a message?
Is Pascal there at the moment?
Would you like to call back later?
3. Match the two parts to make questions from the dialogues.

1. Could I speak a. my mobile number?


2. Can I take b. through to her?
3. Could you ask c. have your number?
4. Could you tell me d. back in ten minutes?
5. Does Mr. Seide e. your name again?
6. Is she there f. a message?
7. Shall I put you g. ask what it’s about?
8. Can I just h. at the moment?
9. Can I call you i. to Jorg Seide, please?
10. Have you got j. him to call me back?

4. Three people are calling the company Micah Information Systems. Listen to the
three dialogues and complete the table. (Audio 2-4)

CALL 1 CALL 2 CALL 3

Who is calling?

Who does he/she


want to speak to?

Does he/ she get


through? If not,
why not?

What will happen


next?
5. Listen again and complete the sentences from the dialogues (audio 2-4)

1. Micah information Systems. Sylvia .


2. I’ll Mr. Seide you .
3. It’s Karen Miller .
4. I actually to speak to Maria.
5. Just on a moment while I make the .
6. I’m Maria’s line is .
7. I’ll try later.
8. Let me just a pen.
9. Nice to from you.
10. I’m actually talking to someone on the other .

6. There are usually two ways of saying the same thing: a formal way, or a less formal
way. Find pairs of expressions with the same meaning and complete the table.

MORE FORMAL LESS FORMAL

Could I speak to Bob, please? Can I speak to Bob, please?


GIVING ‘BAD’ NEWS
It is very common for native speakers to use I’m afraid or I’m sorry when giving
bad news, for example when someone is not available.
I’m afraid Mr. Seide is in a meeting.
I’m sorry, but Mr. Seide is in a meeting.
If you do not use I’m afraid or I’m sorry, the sentence sounds very direct and
impolite.
The word actually is also often used to make a statement more polite. For
example, it can be used:
Instead of saying the word no. - Does he have your phone number? -
Actually, I don’t think he does.
To say something which is inconvenient or annoying for the other person, in
a polite way. - Can I call you back? I’m actually talking to someone else on
the other line.

7. Rewrite the underlined sentences below with I’m afraid or actually.


1. I’m trying to get through to Jake Woodward. He asked me to call him this morning.
a. I’m actually trying to get through to Jake Woodward. He asked me to call him
this morning.
2. Marie Dupont. You’re from France, aren’t you? -No, I’m from Belgium.
a. .
3. Can I talk to Kevin Shields? -He’s not here.
a. .
4. Would you like to leave a message? -No, I’ll call back later.
a. .
5. Can I call you tomorrow? -I won’t be in the office tomorrow.
a. .
6. Heather’s line is engaged. Shall I tell her to call you back?
a. .

8. Make excuses for why your boss doesn’t want to come to the phone. Try to use I’m
afraid, I’m sorry, or actually in each sentence.
9. When we telephone we often have to deal with communication problems.
Listen to the dialogues and match them with the problems. Sometimes more
than one answer is possible. (Audio 5-12)

10. Now complete the extracts from the dialogues with words from the box. Then
listen again to check your answers. (Audio 5-12)

Telephoning roleplay. Work with a partner to make a phone call. Use the prompts
given

Your name is Antoine/Antoinette


Lecamus. You work for Bouret-Bouget
as a secretary. Answer the phone and
help the caller. Important: your boss,
Yve Martignac, has told you that he
doesn’t want any phone calls today.
2 Checking Information
1. Arno Maier works in a small import/ export company in Germany. Listen to the two
calls Arno makes and receives, and correct the mistakes in the notes. (Audio 13-14)

Relay switch Misha Oberemok


Model RS 788 Delivery address

Unit price: Mitscevitch Ulittsa 6


1,000 units = €1.65 97000 Kiev
2,000 units = €11.39 Fax no. (+380 44)
244 4240

2. Listen to the dialogues again and complete the sentences and questions below.
(Audio 13-14)
HOW TO BE LESS DIRECT

In English, the less direct a sentence is, the more polite it is. For example, we
often use the past tense (was, wanted) instead of the present tense (is, want).
The pat tense is more polite, because it’s less direct.
What was your question?
I just wanted to check...
I wanted to ask about...
Similarly, we often use could and would to make questions or statements less
direct.
Could you tell me what the price would be? (instead of Can)
What would be your preferred means of payment? (Instead of is)

3. Rewrite the sentences below to make them less direct, as in the example.

1. What is your question? What was your question? .


2. Can you tell me your name?
a. .
3. I just want to check the address.
a. .
4. What is your name again?
a. .
5. What do you want to know?
a. .
6. What is your charge for delivery?
a. .
7. How long does it take to send it?
a. .
8. I want to ask if you have time to meet tomorrow.
a. .
ACTIVE LISTENING STRATEGIES
Active listening strategies can help you to communicate more effectively on the
telephone. When listening, say words like right, uh huh, got you, yeah every few
seconds to show that you are paying attention. The other person feels more relaxed
because it’s clear that you are there and actively listening to them.

Check each piece of information that the other person give you - even if you think you
have understood everything perfectly, you might have actually misunderstood
something the other person said. You can do this by:

Echoing, or repeating what the Reading numbers and other


other person said. important pieces of information
We can deliver on Tuesday. back to the other person:
Tuesday. Right. My number is 123 456 789
Let me just read that back to
Asking for clarifications:
you. So that’s 123 456 789.
Our address is 40 George St.
Sorry, did you say 40 or 14? Can you just read that back to me?

4. Ask about the underlined information, as in the example. More than one answer
is possible each time.

1. I would like to order 50 units. Sorry, did you say 50 or 15 units?


2. Our address is 98 King Street, Hull. .
3. My phone number is 091 210 3885. .
4. The meeting is on Thursday. .
5. My name is Oliver Prentice. .
6. The new price is €72.90. .

Spelling.
Most English speakers use common words or
personal names to spell words. For example, to
spell NATO, an English speaker might stay:
That’s N for Neil, A for apple, T for Thomas, O
for orange.
We say N for Neil or N as in Neil, not N like Neil.
5. Work with a partner to practice spelling. Look at the list of place names. Spell
the names in the list for your partner and write down the names your partner
spells for you.
First spell the place names below (1-4) for your partner. (The words in brackets
tells you where you can find these places - they do exist).
1. Ambato Finandrahana (Madagascar)
2. Narvskoye Vodokhranilische (Estonia)
3. Thabana-Ntenyana (Lesotho)
4. Lubuklinggau (Indonesia)
Then write down the words your partner spells for you (5-8).
5.
6.
7.
8.

Useful phrases
Telephoning roleplay. Work
with a partner to make a
Opening the call Exchanging phone call. Use the prompts
given
I’m calling about... information
I have a question What was your
about... question? You work for BrightFuture
Pharmaceuticals. You have
I wanted to ask about...What would you like
received an order from NDL
Are you the right to know? Inc. but you don’t have a
person to ask? Could you tell me...? delivery address. Call NDL Inc.
to get the information. You
Checking information
would also like the email
Would you like me to spell address and mobile phone
that for you? number of the person who
Did you say...? placed the order in case you
Sorry, I didn’t catch that. have any more questions.
Let me just read that back
to you.
Let me just check that.
3 Leaving and Taking messages
1. Anke Schmidt works at JKL Consulting in Stuttgart. Listen to these two phone calls
she receives and say in which call: (Audio 17-18)

The caller gets through _____


The caller leaves a message _____
The caller gives his or her phone number ____
Anke says she will be right back _____
Anke says she will ask a colleague to ring
back ____

2. Put the words in the right order to make


sentences from the first call. Then listen again
to check.

1. afraid here I’m the isn’t at moment Jonathan


2. message like him leave would to a for you ?
3. me pen get let a .
4. call Jonathan shall ask you back I to ?
5. number he does your have ?
6. gets I’ll your make Jonathan message sure .

3. Now match the two parts of sentences from the second call. Then listen again to
check.
4. Make eight sentences for dealing with messages. Use one word or phrase from
each column, as in the example.

Can I afraid she again just in case?

Can you call the email back later today?

Could calling about you for her?

Would you like you get back to me gets your message

I’m please give her your number have my number already

I’m to leave you isn’t here at the moment

I’ll make sure a message on this asap, please?

I think she you sent me yesterday.

1. Can I call you back later today?


2. Can you .
3. Could .
4. Would you like .
5. I’m .
6. I’m .
7. I’ll .
8. I .
TAKING A MESSAGE LEAVING A MESSAGE
I’m afraid (name) isn’t here at the
moment.
Would you like to leave a message for This is (name). I’m calling about ...
her/him? (name) asked me to call her/him
Let me just check (that) I’ve got that (back).
right. I just wanted to check/ confirm/ ask
Shall I tell (name) to call you back? if...
Does (name) have your number? Could you ask her/him to call me
I’ll make sure (name) gets your back?
message. I’ll be in the office today until ...
I’ll tell him/ let him know that you
called.

Practice the sentences above with your partner. Use the different expressions
from the chart.
Making and Confirming
4 Arrangements
1. How well can you talk about times and dates in English? Try this quiz and compare
your answers with a partner. Then check your answers.

1. Which of the time expressions are not


possible in English?
a. 2 p.m.
b. 2 o’clock p.m.
c. 2 p.m. in the afternoon.
d. 2 o’clock in the afternoon.
2. How do you say the following times in
English?
a. 6.30
b. 10.15
c. 3.45
d. 0.00
e. 12.00

2. Simon Mellor works at London Bank in Frankfurt. Look at his diary for next week,
then listen and write in the appointment he makes. (Audio 19)

Monday

Tuesday 9-5 KPMG meeting Friday

Wednesday Saturday

4 pm telephone
Thursday Sunday
conference with US
office
3.Add the following sentences and questions to the table below.

Suggesting a meeting or an
Saying if a time is convenient or not
appointment

Asking about or suggesting a time or


Confirming an arrangement
place

SMALL TALK
when we call someone we know, we usually make a little bit of small talk
before we start talking business.
Here are some typical telephone small talk questions.
How are things in (name of town)/ at (name of firm)?
Are things busy with you?
What have you been up to? (What have you been doing recently?)
How is the weather there?
How was your holiday/ your trip to (name of place)?
How is (name of family member)?
We usually make the change from small talk to business with a signal
word such as listen or anyway:
Listen Frank, I was actually calling about...
4. Match the small talk questions and answers.

Nothing much, apart from work,


1. How are things in Paris?
to be honest.
2. How’s the weather in Glasgow? Very well, thanks. The oldest one

3. How was your holiday in Spain? has just started school.


Wet, as usual!
4. How are the kids?
It’s not too bad, actually. But last
5. What have you been up to? month was a nightmare.
Very nice. We had a great time.
6. Are thins busy with you?
Great, I made lots of contacts.
7. How did the conference go? Oh, you know what it’s like. Same
old things as always.

5. Have mobile phones made our lives easier, or are they just annoying and
unnecessary? Listen to four speakers and match what they say to the pictures.
Which opinion(s) do you agree with? (Audio 23-26)

Listen again and complete the phrases.

Speaker 1- Mobile phones can be , but I don’t like the fact that people can
always me.
Speaker 2- Surely they can let their pick up and then listen to any
later.
Speaker 3- I hate mobile phones! I think they’re one of the mot annoying
ever. And people make so many pointless now.
Speaker 4- Now i never need to worry about being late for an : if I’m
stuck in traffic, I just call and let the person .

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