Instruction sheet Learning Guide # __1__

This learning guide is developed to provide you with the necessary information
regarding the following content coverage and topics –
 Formal informal greetings and farewells;
 Self and third person introductions;
 Apologizing
 Giving and responding to compliments; and
 Handling business phone calls.

This guide is believed to assist you to attain the learning outcome stated earlier.
Specifically, upon the completion of this Learning Guide, you will be able to –

 Use formal and informal greetings appropriately;

 Apologize properly and deal with complaints;
 Get people to know each other ;
 Introduce yourself to others;
 Handle formal and informal calls properly.
 Give and respond to compliments to people.

Learning Activities
1. Read the specific objectives of this Learning Guide.
2. Read the information written in the “Information Sheets _1_.
3. Accomplish the “Self-check# 1” in page __13_.
4. If you earn a satisfactory evaluation proceed to “Information Sheet _2_. However, if your rating
is unsatisfactory, see your teacher for further instructions or go back to Learning Activity #3.
5. Submit your accomplished Self-check in page 27. This will form part of your training portfolio.
6. Perform “Operation Sheet __.
7. Submit your accomplished Operation Sheet. This will form part of your training portfolio.
8. Read the information written in the “Information Sheets __.

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Information Sheet-1 LO1: Follow Routine Spoken Message
1. Formal and Informal Greeting
1.1. Formal Greeting
Using ‘sir’ or Madam in a greeting sounds very formal. It gives extra status or
importance to the person you are talking to and there are several situations where you
might hear it. One of the most common situations is in the service industry. It could be
a hotel receptionist talking to a guest, a waiter talking to a customer in a restaurant. Or
it could be in a shop - anywhere where people are dealing with customers or clients. If
you were speaking to a woman, you wouldn’t say ‘sir – you would say ‘madam’.

It’s nearly always the people offering the service who would use this kind of language.
If a waiter says ‘good evening, sir’ you would just reply with ‘good evening’ you
wouldn’t say ‘good evening, sir’ back. This is because, in this particular situation, you
are the one being given the most importance, so you don’t need to show this extra sign
of respect. Likewise, if you walk into a hotel and the receptionist says ‘good
afternoon, madam’, it would usually sound strange to say ‘good afternoon, madam’
back.

As well is in the service industry, there are other situations where you might hear ‘sir’
and ‘madam’. Look at this one and guess what the situation might be.

Good morning, sir. It’s a real honour to have you here.

The situation that makes me think of is of greeting a VIP - perhaps a very important
politician or leader who you meet. In some cases, people use it when they are greeting
someone much older than they are, as a sign of respect. Or you may occasionally hear
it used in the workplace, where employees want to show respect for their superiors.

So far, we have looked over some of those situations where you might use very formal
language in greetings, such as ‘sir’ or ‘madam’. You might use it in the service
industry, with VIPs, with much old people and, sometimes, with bosses at work. But,
as well as using these kinds of words, what else is it that makes language in greetings
sound more formal and polite? Let us have a look at two different versions of a
greeting between James and his boss Mr Jones, and decide which one is the most
formal and think about why.

Dialogue 1 Dialogue 2
A: Morning! A: Good morning, Mr Jones.
B: Hi! How’s it going? B: Hello, James. How are you?
A: Good thanks – you? A: I’m very well, thank you. How are you?
B: Yeah, fine. B: Fine, thank you.

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So words that are longer tend to sound more formal and polite, while shorter, abbreviated
words are more likely to sound informal and friendly.

Here are some formal greetings with their possible positive negative and neutral responses.

Greetings
*Good morning/afternoon/Evening/Dr./Mr./Mrs./Miss/Ms/ + last name.
*Hello, /Dr./Mr./Mrs./Miss/Ms/ + last name
*How are you?
*How are you today, sir /madam ….
* How do you do? (Meet the first time)
Responses
*Good morning/afternoon/ Evening Dr./Mr./Mrs./ Miss/Ms /+ last name.
*Hello /Dr./Mr./Mrs./Miss/Ms +last name.
*Fine thank you, and you?
*Fine thank you, how are you?

Positive Response Negative Response Neutral Response

*I am very well thank you, and you? * I am not very well. * As usual.
* I am very fine. *I have got headache. *I can’t complain.
* I am fine. *I am not good. *so so!
* Pretty good. *I’m not doing well. * How do you do?
*I didn’t sleep well.
*I am not so well.
*I feel dizzy.
* It is Ok!

Study the following sample dialogues in which formal greetings are used.
Dialogue 1 Dialogue 2
A: Good morning, Mr Peter. How are A: Good morning Mrs Davis. How are you
you today? today?
B: I’m fine, thank you. And you? B: I don’t feel well.
A: Good! I’m glad to hear that. B: I’m sorry. Is there anything I can do for
you?

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 Dialogue 3 Dialogue 4
A: Good morning, sir! How can I help you? A: Hello! Dr. Olan, How do you do?
B: Good morning! Can you give me a B: How do you do?, Dr. Anna
baggage? A: How was your flight?
A: Here is sir! Anything else? B: pretty good.
B: Thank you! It will do.

1.2. Informal greeting

As opposed to formal greetings, informal greetings are shorter and used with people we have
already established sort of close relationship. They are commonly used with people like
friends, relatives, workmates etc.

Greeting Response
*Hi! + first name. *Hi! + first name.
*Hello! + first name. *Hello! + first name.
*Hey! + first name. *Hey! + first name.
*Good morning (morning)/afternoon *Good morning (morning)/afternoon/Evening/ +
/Evening/ + first name. first name.
*Just fine thanks, and you?

Greeting Positive Negative Neutral

response
# How is life? *Pretty good. * Not very well.
# How is everything? *Pretty well * I have got headache. * As usual.
# How is it going? *Good! * Not good. * Not bad.
# How are things? *Great! *I didn’t sleep well *I am alright.
#How are you doing? *Fine. * Not so well. *I can’t complain.
# How are you keeping? *I feel dizzy. *so so!
# How have you been? *I have been better

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  What’s up?  Not much.
 What is new?  Nothing much.
 Nothing special.
 The usual stuff.
 (when we meet someone after a long  (when we meet someone after a long
time (formal) time) (informal)
* It has been a long time seeing you. *It has been ages since we last meet.
*It has been too long seeing you. *It has been such a long time seeing you.
*It is always a pleasure to see you. *Long time no see.
* I am so happy to see you again. *where have you been hiding?
*How long has it been seeing you? *How come I never see you?
*where have you been up to all these Days?

Responses
*Yes/yeah/, I was not in town.
*Right, I have been out of town.
*I have been around but pretty busy.
* The pleasure is mine.
*Happy to see you, too.
*The same to you. / You too.
* No, where I have been very busy.
* I have not around for a year.

Be in pairs and practice the following dialogues.

Dialogue 1 Dialogue 2 Dialogue 3
A: Good morning William. A: Good afternoon, Hanna. A: Hello! Ben, How are things?
B: Morning Zenith. How B: Good afternoon, Smith. B: Hello! Anna, everything is
is life? How are doing? fine. I have got the job at last.
A: Just fine thanks, and A: Not so well. My wife is A: It is wonderful to hear that.
you? sick. B: Thanks.
B: Pretty good. B: I am sorry; I wish her a
speedy recovery.
A: Thanks.
Dialogue 4 Dialogue 5 Dialogue 6
A: Good evening, Helen. A: Hi, Robert. How are you A: Hey, How is it going?
B: Good evening, William. keeping? B: Not good.
How are you getting along? B: Not so bad, and you? A: What is wrong?
A: Pretty well. A: Fine. B: My grand mom passed away.
A: I am sorry to hear.
B: Thanks.

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 Farewells

2.1. Formal Farewells

Stating to leave
*I really must be going. I have… (a program)
*I must go. I have… (an appointment)
*I must rush. I have… (a friend to visit)
*I have got to go. It is… (getting dark)
*I have to go. I am… (late for work)

(Saying goodbye) (Response to saying goodbye)

*Goodbye/Dr./Mr./Mrs./Miss/Ms/+ last name. *Goodbye/Dr./Mr./Mrs./Miss/Ms/+ last name.
*Good night/Dr./Mr./Mrs./Miss/Ms/+last name. *Good night/Dr./Mr./Mrs./Miss/Ms/+last name.
* I Hope to see you again. *I hope so, too.
*I Hope to meet you again. *I will look forward to it.
*That would be lovely.
(Wish to someone when you depart) (Response to the wish)
*Have a nice day. / *Have a good day/time/ * Thank you, the same to you.
*Have a good evening./*Have a nice dream/ *You too.
*Have a good weekend. *Likewise.
* Have a good vacation./*Have a good trip. * Same here.
*Have a good holiday.
* Have a good Ester.
*Have a good New Year.
(To someone leaving for a long time)
*Wish you all the best./ All the best./
* Goodbye and best of luck.
*Goodbye and good luck.

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 *Goodbye and all the best.
(Response to leaving for a long time)
*Thank you

Informal Farewells

*
*Goodbye + first name.
*Bye./so long./see you
*See you around /later/soon/then/ tomorrow/next week /on Monday /this afternoon/
*Caio/ adios/ au revoir

(Saying goodbye for a long period of time)

*Look after yourself
*Take care. (not only long time)
Response
*Goodbye + first name
*Bye /so long /see you
* See you /sure /Right/Fine/Ok
*Thanks, I will.
Be in pair and practice the following dialogues.
Dialogue 1 Dialogue 2
A: Where are you going? A: I really must be going. I have a program. I hope to
B: To the library. see you again.
A: Ok. I will see you later. B: That would be lovely. Goodbye Mr. Ron.
B: See you. A: Goodbye Mr. Getahun.
Dialogue 3 Dialogue 4
A: I am afraid it is getting late. A: I am going to New York tomorrow. I better get
I have long way home. home early to pack things.
B: You had better go. Good bye B: How long will you stay there?
Helen. A: for five years.
A: Goodbye John. B: Oh, then wish you all the best.
A: Thank you. Goodbye.
B: Goodbye

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 Dialogue 5
Dialogue 6 Dialogue 7
A: Ok, see you tomorrow A: It is getting dark. I have A: It is a pleasure
morning. to go. Good night. meeting you Dr. Jonas. I
B: Sure. See you tomorrow. Bye. B: Good night. I have a hope to meet you again.
A: Bye. nice evening. Goodbye.
A: The same to you. B: I will look forward to
it. Have a nice day
Mr. Thomas.
A: You too.

Introductions
3.1. Self introduction

Expressions Responses
*May I introduce myself. My name is … *Hi, pleased to meet you.
* I would like to introduce myself. I am …. *Hi, nice to meet you.
*Let me introduce myself. My name is … *Hello, great to meet you.
*Can I introduce myself? I am … *Good to meet you.
*Hi, I am … *Nice to meet you.
*Hello, My name is … *I am glad to meet you.
*What a pleasure to meet you. (Formal)

To ask the name again

*I am sorry, could you tell me your name again. (Formal)
*Sorry, could I have your name again, please. (Formal)
*I am sorry, what is your name again.
*Sorry, I didn’t catch your name.
* Can you tell me your name again? *Could you tell me the spelling of your name, please?
*Could you spell your name, please?

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*How do you spell that?
Talking about background Talking about your language ability
*Originally I am from_______ *I am fluent in- (polish/Spanish/Amharic/)
*I was born and brought up in ______ *I speak--- (Spanish) reasonably well.
*I come from a (sporty/musical) family.
* I am from ______( Canada/ Ethiopia).
A: Where are you from?
B: I am from Kenya.
A: Whereabouts?
B: Nairobi

*I can get by in --- (French/ Portuguese). * I wish I could speak--- (French)

* I can speak---- (Arabic) but it is a bit rusty. *I know a few words of--- (Japanese)

Talking about hobbies Showing Interest

*I like--- (classical music) *Wow!
*I really love --- (foot ball/soccer) *Really?
* I am fond of ---(jazz/playing jazz) * (That’s) interesting!
*I am interested in---(reading novels) * (That’s) fantastic!

Practice the following dialogues being in pairs.

Dialogue 1 Dialogue 2
A: Oh, excuse me. Let me introduce myself. A: Hi, my name is Derartu.
B: Hi, I am Gezachew.
I am Dr. Aklilu Lema.
A: Nice to meet you.
B: How do you do? Dr. Aklilu. My name is B: Nice to meet, you too.
Ato Wubishet Asnake. A: Are you a new athlete?
B: yeah.
A: Please, call me Aklilu. A: well come to the club.
B: I am pleased to meet you. B: Thanks
A: Where are you from?
A: Pleased to meet you, too. B: I am from Arsi?
A: Whereabouts?
B: Originally I am from Bekoji, but
I grow up in Wanji.
A: Me too.
B: That’s interesting.

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 Dialogue 3 Dialogue 4
A: It is nice to meet you. My name is Jack. A: Excuse me, is this the library?
B: I am Benhan. It is a pleasure to meet you B: Yes, it is
A: Pleasure to meet you. Sorry, I didn’t catch A: Are you the librarian?
your name?
B: No, I am not. I am a student. My name
B: B-e-n-h-a-n. Benhan. is Kate Brandy.
A: So, what do you do for a living? A: Hi, Kate. I am Tom Davis.
B: I work at a public library. How about you? B: This is Barbara James. She is also a
new student.
A: I am a college Dean.
A: Hi, Barbara. How are you?
B: That is great.
B: Pretty good.

3.2. Third person introduction

3.2.1. Formal introductions (third person)

*I would like you to meet + Title+ Last name.
*I would like you to introduce you to +Title +Last name.
*Allow me to introduce you to +Title + Last name
*May I introduce you +Title + Last name
*Let me introduce you +Title + Last name.
Responses
*How do you do? ------- *How do you do?/pleased to meet you./
*Pleased to meet you. ------ *I am pleased to meet you too.

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*It is a pleasure to meet you. -------*Thank you, the pleasure is mine/
*It is a pleasure to meet you, too./
* I am glad to meet you. ----* I am glad to meet you, too.
N.B. When we introduce people we give some extra information about the person.
*He/ she is a /an -+---- profession (Teacher, business person, doctor etc.)
* He/ she is works+------ (for the bank/ at the university)
* He/ she is from +----country/city/State/ nationality. (Brazil, Kenya, Luanda, New York
etc.)
*He/ she is +----nationality (Irish, Polish, Ethiopian)
3.2.2. Informal Introduction (Third person)

Expression

* I would like you to meet + Title+ first name. /relations (My friend/ a colleague/a classmate
of mine /My mother/my wife etc.

*Do you know?----+ First name. He/she is---

*I don’t think you have met…+ First name. He/she is----
*Do you know each other?
*Have you two met?
*Have you met? ---+ First name. He/she is----
*Have you met----+ First name before?
* This is ------. He/she is----
Responses
*Hi, pleased to meet you.----*Hi, pleased to meet, you too.
*Hi, nice to meet you.----*Hi, nice to meet you, too.
*Hello, great to meet you. -----
*Hello, great to meet, you too.

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Practice the following dialogues
Dialogue 1 Dialogue 2
A. Mr Jim, I would like you to meet Dr. Mark John. A. Hi, Kate May I introduce you to
B. How do you do? Dr. Mark Barbara James? She is a new student,
C. How do you do? Mr. Jim, please, call me John. too.
A. Dr. John is a surgeon. He works in Ras Desta B. It is a pleasure to meet you.
Hospital. C. The pleasure is mine.
B. Oh! That is great.

Dialogue 3 Dialogue 4

A. Dr. Ruth, allow me to introduce you to A. Hi, Jane I would like you to meet Anna. She is
Pr. Smith. He is our country director. my classmate.
B. It is a great pleasure to meet you B. Hello, Anna nice to meet you.
professor.
C. Nice to meet you too.
C. The pleasure is mine. Call me Smith
B. How is class?
C. Pretty good. We will have fined it by the end of
this year.
B. That is great.

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 Self check # 1
Activity 1: Complete the conversations with appropriate greetings and responses.
1. A: Hello, __________________?
B: ______ thank you, how are you?
A: Fine ___________.
2. A: ______________, Miss. Rachel?
B: Hello, Ato Getahun.__________________?
A: I am very___________________, and you?
B: Pretty good.
3. A: Hi! What is up?
B: _______________. What is new with you?
A: ________________. I have been busy.
4. A: Hey! _________________________?
B: Pretty well. How about you?
A: Just fine.
5. A: __________________? Professor Joshua.
B: How do you do? Mr. Allen.
6. A: Oh, hi! Hailer,_________________?
B: I am doing well. How about you?
A: _________________________
7. A: ___________________, Mr. Alexander.
B: Hello, Mrs. Hennery. How are you?
A:______________. I have a bad headache.
B:____________. Do you need a painkiller?
A: No, thank you. I will have coffee.
8. A: Good evening, Helen.
B: ____________, William. How are things?
A: __________________. (say you are okay)
9. A: Good afternoon, Mrs. Smith.
B: Good afternoon, Mr. Olaf.____________?
A: __________________. My wife is sick.
B:_________. I wish her a speedy recovery.
A: Thanks.
10. A: Hello! Ben,_________________?
B: Hello! Anna, I have got promotion.
A: It is wonderful to hear that.
B: Thanks.
11. A: Hi, Hanna how come I never see you?
B: _____________________________.
12. A: Hello, Mr. John.____________________?
B: Right. I was abroad for a year.
13. A: Hey, Jane. Where have you been hiding?
B: ________________________________

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Activity 2: Rearrange the following jumbled dialogues.
Dialogue 1
_________Agent: Ok, the second fortnight in this month?
_________Guest: No, the first fortnight, next month.
_________Agent: How long are you going to stay?
_________Guest: For next fortnight.
_________Agent: Good morning, sir! Take a sit please. How can I help you?
_________Guest: I would like stay for a week.
_________Agent: I will arrange that right away.
_________Guest: Good morning, I would like to book a luxury hotel in Addis Ababa.
_________Agent: It’s always a pleasure.
_________ Guest: Thank you.
_________Agent: Ok, when would you like it for?

Dialogue 2

_________Waiter: Good evening, sir. Welcome to Lalibela Hotel. Do you have a table
reservation?
_________Guest: Sounds good!
_________Waiter: That’s fine, sir. Would you like to have a drink at the bar while you are
waiting?
_________Guest: Sure. My name’s Mark.
_________Waiter: I think in thirty minutes, sir.
_________Guest: Ok. I will wait.
_________Waiter: I’m afraid we are a bit crowded tonight, but if you would like to wait, I will
put you on the wait list, sir.
_________Guest: How long would it be?
_________Waiter: Thank you very much, sir and could I have your name, please?
_________Guest: No. I’m afraid not. Is it possible to have a table?

Activity 3: Fill the gaps with appropriate phrases of farewells.

1. A: _____________________. I have a flight. I hope to see you again.
B: That would be lovely. Take care Mr. Ron.
A: ___________________ Mr. Getahun.
2. A: It is a pleasure meeting you Dr Jonas. I hope to meet you again.
B: I will look forward to it. ___________________ day Mr. Thomas.
A: You too.
3. A: Goodbye, Alemu.
B: __________, Ayele. Have a nice ________________.
A: __________________.

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4. A: It is getting late. I___________________.
B: ____________________.
5. A: Alright ciao, Jack.
B: _____________________.
6. A: Hey, Helen. Why don’t you come to the party tonight?
B: Sure I will. Lindy I am in a rush. ________________at the party.
A: _____________________.
7. A: I am really glad meeting you Pr. Lemma. ___________________ around.
B: _________________________.Good bye.
8. A: Oh, Lindy I miss you a lot.
B: I miss you, too. Well,___________________. I do have a meeting in no time.
A: _______________Lindy.
9. A: I hope you enjoyed your stay here. ___________________ trip back home. So long.
B: ______________________.

Activity4: Fill the gaps with suitable introductory expressions.

Third party introduction
Adam: It’s my pleasure to introduce Dr. Smith.
Bonny: ________________________?
Dr. Smith: How do you do?

Paula: ________________________ Mr. Thomson.

Betty: __________________________.
Mr. Thomson: The pleasure is mine.

John: _________________________ Tony Brown.

Peter: Pleased to meet you.
Brown: Nice meeting you, too.

Abraham: _________________________ Barbara.

Betty: Good to meet you, Barbara.
Barbara: _________________________.
Thierry: Martha, this is Sam. Sam ___________________ Martha.
Sam: Nice to meet you, Martha.
Martha: ___________________________________ .

A: Mrs. Spencer, ____________________a friend of mine,

Anita Green.
B: I’m very happy to meet you, Mrs. Anita Green.
C: ___________________________________________

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Albert: Anatoly, I’d like you to meet a friend of mine, Nina Brown. Nina ______________
Anatoly. She’s from Russia.
Nina: I’m very glad to meet you.
Anatoly: __________________, Ms. Brown. Nina: Please call me Nina

Self-introduction

Timothy: ____________________________? I’m Timothy Johnson.

Leslie: It’s a pleasure to meet you. __________Mary Leslie.
Timothy: ___________________________.

Gordon: ___________________________. My name is Gordon brown.

Helen: How do you do? I’m Helen Bradley.

Pat: ___________________________________. I’m pat.

Lisa: I’m afraid, we haven’t. Good to meet you. I’m Lisa.
Pat: ________________________________

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Information Sheet-1 LO2: Perform Workplace Duties Following Written Notices

Making phone calls

1.1. Formal Telephone Conversation

Helen: Midtown Computer Solutions, Helen speaking. How can I help you?
Ryan: Hello, this is Ryan Bardos. May I speak with Natalie Jones, please?
Helen: One moment please - I'll put you through.
Helen: Mr. Bardos? I'm sorry, Natalie's in a meeting at the moment. Would you like to leave a
message?
Ryan: Yes, could you ask her to call me back as soon as possible? It's pretty urgent.
Helen: Of course. Does she have your number?
Ryan: She has my office number, but let me also give you my cell - it's 472-555-8901.
Helen: Let me read that back to you - 472-555-8901.
Ryan: That's right.
Helen: And could you spell your last name for me?
Ryan: B as in Boston - A - R - D as in dog - O - S as in September
Helen: Okay, Mr. Bardos. I'll give her the message.
Ryan: Thanks a lot. Bye.

Now let’s see the second part of the conversation, when Natalie calls Ryan back.
Ryan: Hello?
Natalie: Hi, Ryan, this is Natalie returning your call.
Ryan: Hi Natalie, thanks for getting back to me. I was calling about the shipment of keyboards
for our office - we haven't gotten them yet.
Natalie: Oh, that's not good - they were supposed to be delivered three days ago.
Ryan: Exactly, and we have a new group of employees starting on Monday, so we really need
those keyboards as soon as possible.
Natalie: Okay, I'll look into it right away - if necessary, we can send you an emergency
overnight shipment.
Ryan: Thanks, Natalie, I appreciate it.
Natalie: No problem, Ryan. I'll call you back a little later, as soon as I have more information.
Ryan: Sounds good – talk to you soon.
Natalie: Bye.

Telephone English Phrases – Formal Conversation

From these conversations, we can learn phrases for beginning a phone call, taking and
leaving messages, checking and clarifying information, and finishing a phone call.

1.1.1. BEGINNING A CALL

When Helen answers the phone, she says, "Midtown Computer Solutions, Helen speaking. How
can I help you?" This is a common way for a receptionist at a company or organization to answer
the phone. Here are a couple alternatives:

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 "Thank you for calling Midtown Computer Solutions. How may I direct your call?"
 "Midtown Computer Solutions - good afternoon."
To introduce yourself, you can say: "Hello, this is..." and if you want, you can add your company
name:
 "Hello, this is Ryan Bardos."
 "Hello, this is Ryan Bardos from Paramount Publishing."

Then, ask to speak to somebody by using the phrases

 "May I speak with...?"
 "Could I speak with...?"

You can also add the phrase “I’m calling about…” or "I'm calling to..." in order to give a reason
for your call. Use “I'm calling about...” to introduce a topic, and "I'm calling to…" to introduce
an action:
 "I'm calling about the job opening I saw in the newspaper."
 "I'm calling to register for the upcoming conference."

To connect or transfer the call, the receptionist says, "One moment please - I'll put you through."
A few other phrases for transferring a call are:
 “Please hold.”
 “I'll transfer you.”
 “May I ask who's calling?” / “Who’s calling, please?” If you forgot to identify yourself at
the beginning of the call, the receptionist will sometimes use this phrase to ask for your name.

1.1.2. TAKING / LEAVING MESSAGES

Unfortunately the person Ryan wants to speak to is not available, and the receptionist says "I'm
sorry, Natalie's in a meeting at the moment." Here are some additional phrases to use when
another person can't answer a telephone call:

 “I'm sorry, she's on another call.”

 “I'm sorry, Natalie has left for the day.”
 “I'm sorry, Natalie's not in her office right now.”
 “I'm sorry, she's out of town at the moment.”
 “I'm sorry, she's not available at the moment.”
Then, there are two common phrases that are used for offering to take a message:
 “Would you like to leave a message?”
 “Can I take a message?”

If you don’t want to leave a message, you can say:

 “No thanks, I’ll call back later.”

There are two polite ways to leave a message. You can make a statement starting with “Please”
or a question starting with "Could you…" - usually followed by the verbs ask, tell, or remind
and then “him” (if the message is for a man) or “her” (if the message is for a woman).

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 “Could you ask her to call me back?”
 “Please ask him to call me back.”
 “Please tell him/her that the documents are ready.”
 “Please remind him/her that he/she has a dentist appointment tomorrow.”

1.1.3. CLARIFYING/CONFIRMING INFORMATION

While taking the message, the receptionist used two phrases for checking and confirming
information:
 “Let me read that back to you.”
 “Could you spell your last name for me?”

The verb “spell” means to say the letters of the word. Ryan replies:
 “B as in Boston - A - R - D as in dog - O - S as in September.”

It’s common to use phrases like “B as in Boston” and “S as in September” with letters that can
be frequently confused with others, such as B and D, S and F, or M and N.

1.1.4. FINISHING A CALL

When you want to finish the conversation, you can use “signal phrases” – these are phrases
indicating that the conversation is coming to an end:
 “Well, it was nice talking with you.”

 “Thanks for calling.”

 “Anyway… I should let you go / I should get going.”
If you want to promise future contact, you can use one of the phrases from the second
conversation:
 “I'll get in touch in a couple of days.” (get in touch = contact you)
 "I'll call you back a little later"
 “Talk to you soon.”

Then you can finish the conversation with one of these “final phrases”:
 “Bye.”
 “Take care.”
 “Have a nice day.”

Response: “You too. Bye.”

2. Informal telephone conversations

Linda: Hello?
Ryan: Hi Linda, it's Ryan. How's it going?
Linda: Pretty good, thanks. How about you?

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Ryan: I’m fine. Sure glad it’s Friday. Hey, is Peter there?
Linda: Yeah, hold on, I’ll get him. Peter! Ryan’s on the phone.
Peter: Hey Ryan, what’s up?
Ryan: Not much. Are you up for going fishing this weekend?
Peter: What? There’s a lot of background noise – I can barely hear you.
Ryan: Sorry about that – I’m at the train station. I was wondering if you wanted to go
fishing this weekend. I’m heading up to Mountain Lake with some friends early tomorrow
morning.

Peter: Uh, hang on a sec, let me just check with my wife to make sure we have no other plans.
Ryan: Sure.
Peter: Okay, she’s given me the green light!
Ryan: Sweet! We’ll pick you up at 6 tomorrow morning, is that OK?
Peter: Yup. Do you need directions to my place?
Ryan: Uh, you still living on Willow Street, near the community center?
Peter: Yeah, that’s right. The yellow house, number 30.
Ryan: Gotcha. I know how to get there.
Peter: All right – see you tomorrow, then.
Ryan: Take care.
Peter:Bye.

2.1. Telephone English Phrases – Informal Conversation

Telephone English Phrases – Informal Conversation

Let’s learn some of the different phrases used in an informal telephone conversation. In informal
phone calls, most people answer the phone by saying "Hello?" and the introduction is also
different:
 Formal: "Hello, this is _______."
 Informal: "Hi / Hey ________, it's _________."

We see two different greetings in this conversation: "How's it going?" and "What's up?"
These greetings require different answers. You can answer “How’s it going?” (or the similar
question “How are you doing?”) with:

 “Great!”
 “Pretty good, thanks.”
 “Not so good.”
And the typical answers to "What's up?" are:
 “Not much.”
 “Nothing much.”

The phrase "How about you?" is used to ask the same question to the other person. Notice that it
is spoken like this: "Howbout you?"

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In the formal conversation, Ryan used the phrase “May I speak with…” – but in an informal
conversation, you can use these phrases:
 "Is Peter there?"
 "Is Peter around?"
 “Can I talk to Peter?”

If the person is not available, some informal responses are:

"

 "Sorry - he's not home right now."

 "He's not here."
 "He's still at work."
 "He's at the gym."
This conversation also contains some expressions for asking someone to wait:
 "Hold on."
 "Hang on a sec."
 “Just a minute” / “Just a sec”

The formal equivalent of these phrases would be "One moment please" or "Please hold."
At one point, Peter can't hear or understand Ryan. Here are some phrases to use if you’re having
difficulty hearing the other person on the phone.

 "There's a lot of background noise - I can barely hear you."

 “You’re breaking up. Could you call me back?” (breaking up = you can only hear parts of
what the other person is saying)
 “We have a bad connection.”
 “Sorry – I didn’t catch what you just said.”
 “Could you speak a little louder?”

(say this if the person is speaking too quietly)

 “Could you speak a little more slowly?”

(say this if the person is speaking too fast)

 “What did you say?” (informal)
 “Could you repeat that?” / “Could you say that again?” (more formal)

If the bad connection causes the call to fail, you can call the other person back and say this:
 “Hi, it’s Ryan again. Apparently we got cut off.”

“Cut off” is a phrasal verb that means the call failed or disconnected.
Towards the end of the conversation, Ryan uses the phrase "Gotcha" - this is a very informal
phrase that means "I understand." Another option is "Got it." or "Right."
Now, take the quiz to test your memory of the telephone phrases from this lesson.

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 Gratitude

1. A. Different ways of expressing Gratitude in English

* Thanks. (In formal)
* Thanks a lot/a ton (In formal)
* Thanks a bunch. (In formal)
* Thanks a million. (In formal)
* Many thanks. (Informal more in email)
* Thank you very/so/ much. (Formal)
* Thank you very much indeed. (Formal)
* I can’t thank you enough. (Formal)
* I don’t know how to thank you(Formal)
* I appreciate that, thanks. (Formal)
* I am truly grateful, thank you. (Formal)
* I am very grateful, thank you. (Formal)
* I am much obliged. (Formal)
* It was very nice of you, thanks.
* That is good of you, thank you.
* That is very kind of you, thanks.
* How kind of you.
* You are too kind, thank you.
* You shouldn’t have thanks.
* You are a life saver, thanks.
* You save my life, thanks. - A bit
* I owe you one, thanks. Strange
* I owe you a big time, thanks

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 Responses to thanks
* You are welcome. (Formal& standard)
* The pleasure is all mine. (Formal)
* My pleasure. (Formal)
* It is a pleasure. (Formal)
* Don’t mention it. (Formal &Casual)
* Not at all. (Formal &Casual)
* Never mind./No problem/. (Casual)
* Sure./Uh huh/. (Casual)
* That is ok./It is okay. (In formal)
* It is all right. (In formal)
* It was nothing. (In formal)
* Think nothing of it. (In formal)
* Glad that I could help. (In formal)

Dialogue-1 Dialogue-2 Dialogue-3

A: Where is the A: How can I get to the national A: Excuse me, could you
library? the gym? please show me the home
work.
B: It is next to the B: It is in front of the bank over
bank. there. B: Certainly.
A: Thank you very A: Thanks a lot. A: It is really very kind
much of you.
B: Don’t mention it.
B: You’re B: Glad that I could help.
welcome.

Dialogue-4 Dialogue-5
A: Don’t worry; we will practice the A: Doctor, how is she?
Dialogue together.
B: She is fine we. We gave her a shot and
B: How kind of you she will wake up soon.
A: Think nothing of it. A: I can’t thank you enough. I do
appreciate for what you did to save her.
B: It is a pleasure.

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 Apologizing People

1. Formal ways of Apologizing people

* I am very sorry.
* I am so sorry.
* I am terribly sorry.
* I am awfully sorry.
* I do apologize.
* Please, accept my apology.
* (Please) forgive me.
* I owe you an apology… Email
* I would like to apologize for…
* I sincerely apologize for Letter
* I take full responsibility for...
* Pardon me. To -ask
* I beg your pardon. -pass by.
* Excuse me, please. -get attention.
- interrupt.
*Excuse me for a moment, please.
* Sorry I am late. -Being
* Sorry for being late. Late
* Sorry for keeping you waiting.
* I am so sorry to hear that. (Bad news)
* I am sorry for your loss. (For funeral)

Responses to formal Apology

* Don’t worry about it.
* Please, don’t bother about….
* That is quite all right./It is all right.
* Think nothing of it.
* Never mind.
* Of course.
* Certainly.
* You should be.
* I hope you……..

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 * It is not important.
* It is not a big deal.
* It is just….
* I hope not.

2. Informal ways of Apologizing people

* Sorry.
* I am sorry.
* Pardon.
* Excuse me.
Responses to Informal Apology
* Ok.
* It is/that is ok.
* Forget it.
* Not worry.
* It doesn’t matter.
Dialogue-1
A: Please, excuse me for losing my temper.
B: That is quite all right. Was something bothering you?
A: Yes, I was not feeling well yesterday.
Dialogue-2
A: Good morning. Please, excuse me for being late. There was a heavy traffic jam.
B: It is all right. I Hope you get early next time.
A: Of course. I will.

Dialogue-3
A: How was your vacation?
B: Oh, it is terrible. I was so busy fixing things.
A: I am sorry to hear that.
B: Thanks.
Dialogue-4
A: Hey Biniam, I am so sorry for what happened yesterday.
B: Don’t worry. It was my fault too.
A: No, I was just in a bad mood that is all.

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Dialogue-5
A: Excuse me. Are you the one in charge of here?
B: Yes, Madam.
A: I am sorry to bother you, but there doesn’t seem to be any hot water in my room?
B: Oh, I do apologize. I will send someone to see it immediately.
A: Thanks.

Dialogue-6
A: I do apologize for my conduct in the meeting.
B: Think nothing of it.

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 Self check#2
Activity 1: Complete the gaps with appropriate phrases/ words.
Question 1 "Green tree Financial Services. How may I ________ your call?
Question 2 "I'm calling ________ a problem with a product I bought yesterday."
Question 3 "____________, John's not in his office right now. ____________________________ a
message?"
Question 4 A: "May I speak with Mrs. Black?"
B: "Yes, of course. Please ________."
Question 5 "I'm sorry, the director has ________ for the day. You can call back in the
morning."
Question 6 "___________, I should get going. Talk to you later."
Question 7 "I'm calling ________ find out more about your English courses."
Question 8 "I'll get in ________ later this week."
Question 9 A: "How's it going?"
B: _______________________________________.
Question 10 "Hey Bob, is Karen ________?"
Question 11 "Actually, she's still at ____________. You can call her at the office."
Question 12 "We have a bad connection. You're ___________ up."
Question 13 "_________ did you say?"
Question 14 "Could you speak a little __________?"
Question 15 "Can I talk to Henry?"
"Sure - just a ______."

Activity 2: Use appropriate gratitude phrases to complete the conversation.

1. A: Hello, Anna. You look nice today!
B: ________________, thank you.
2. A: Excuse me, could I open the window?
B: Please do.
A: Thank you.
B: __________________
3. A: Here is the stake, sir. Enjoy your lunch!
B: __________________________.
4. A: Hi, lindy. I brought you a nice skirt.
B: _____________________ , thanks.
5. A: Hey, Dave. Could you please change me the day off? I really need it today.
B: Of course, I have nothing to do today.
A: __________________________, thanks.
6. A: Hey, Ben you are invited to the party.
B: _____________. I will meet you there.
7. A: Oh, no the computer doesn’t work. How can I print out the assignment?
B: Don’t worry. I have got mine. You can use it.
A: Oh, you _______________________
B: _______________________________

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 8. A: ____________for patiently waiting me. There was heavy traffic jam.
B: _________________________________
9. A: Hi, Tom. Where are you going?
B: Hi, Rebecca. I am going to Arat kilo.
A: Me too. Please come in.
B: Thank you for the lift.
A: ______________________________help.
10. A: Thanks very much for your help.
B:_________________________ok.
11. A: I do appreciate for your cooperation.
B: ____________________________________
12. A: I am very grateful for your support.
B: __________________________________

Activity 3: Listen and fill the gaps with the missing expressions.

Carl: Kathrin, hi. Nice to see you again.

Kathrin: Hi Carl. Nice to see you, too._____________ (1) coming down to meet me.
Carl: __________________(2). Actually, after restructuring last year we all got moved
around, so I
wasn’t sure you would be able to find my office by yourself.
Kathrin: Oh, really? Where are you now?
Carl: On the fourth floor. They decided to put sales and marketing together _at last.
Kathrin: That does make more sense, doesn’t it? And the reception area looks very nice.
Carl: Yes, they finally repainted it in June. … Oh here’s the lift now. After you. Was the
driver there to meet you at the airport?
Kathrin: Yes she was. _________________ (3) for arranging that.
Carl: __________________________(4) after your early start. You must be exhausted
now.
Kathrin: Oh, I’m all right. I managed to get some sleep, actually.
Carl: Here we are… . So, can I get you something to drink? How about a cup of that tea
you like so much?
Kathrin: That would be wonderful. Mm. And may be a glass of water too.
Carl: Coming right up. … Here you are.
Kathrin: Oh, ______________ (5).
Carl: ___________________ (6).
Kathrin: You just don’t get tea like this in Australia.

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