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Telephoning (In Business)

This document provides guidance on making telephone calls in a business context. It includes expressions for identifying yourself, asking to speak to someone, leaving a message, thanking the other person, and ending the call politely. It also gives examples of conversations where someone asks to speak to another person and leaves a message. The document aims to help improve telephone skills, which are important for conducting business over the phone in English.

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200 views17 pages

Telephoning (In Business)

This document provides guidance on making telephone calls in a business context. It includes expressions for identifying yourself, asking to speak to someone, leaving a message, thanking the other person, and ending the call politely. It also gives examples of conversations where someone asks to speak to another person and leaves a message. The document aims to help improve telephone skills, which are important for conducting business over the phone in English.

Uploaded by

Jack Jack
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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TELEPHONING (IN

BUSINESS)
By Lia Diana
Pre-learning

1. Do you think talking on the phone is easy


particularly when it is conducted in English?
2. What seem to be the problems?
3. When you answer the phone, what do you
have to say first?
4. Can you give an example of ending a
conversation on the phone politely?
TELEPHONING EXPRESSIONS:
OUTGOING CALLS
Identifying yourself
My name is __________
Hello, this is __________ speaking

Asking to speak to someone


Can I speak to ____, please?
Can you put me through to ____, please?
May I have extension number 13, please?

Giving further information / explaining the purpose of


call
I am ringing to talk about ____.
I am calling to let you know ____.
Showing understanding
Oh I see.
Yes, I understand that.
Alright, that’s okay.

Leaving a message
Could you give ____ a message?
Could you ask ____ to call me when he gets back?
Would you please tell ____ that I’ll call back later?
Thanking
Thank you very much for your help.
Well, thanks a lot for the information.
I'm very grateful for your assistance.

Ending the call


I look forward to seeing you soon.
I look forward to hearing from you.
Good bye.
TELEPHONING EXPRESSIONS:
OUTGOING CALLS
Identifying your company
Yayasan Pendidikan Persada Bunda, Good morning.
Sam Electronics, Good afternoon.

Identifying yourself when you pick up the phone


David
This is Jane.
Linda speaking

Helping the caller


May I help you?
Who would you like to speak to?
Which department is he in?
Asking for the caller's identification
Who’s speaking, please?
Who’s calling, please?
Which department are you from?

Connecting the caller


Just a minute / moment / second, please.
Hold on/ hang on, please.
Hold the line, please/ I’ll put you through.

Explaining that someone is not available


I am afraid he is not available.
I am sorry but he is in a meeting at the moment.
I am afraid his/her line is engaged. Do you want to
hold?
Alternative actions
Could you ring/phone/back later?
Would you like to leave a message?
Can I take a message?

Responding to thanks
Not at all.
Don’t mention it.
You’re welcome.

Ending the call


Thanks for calling.
Good bye.
Bye.
CONVERSATION 1

Maria: Hello, good morning, I'm Maria from


Health n' Beauty magazine, may I speak to
Mr. Smith please?
Secretary: Good morning Mrs. Maria, Smith
Corporation. Could you hold the line please,
I'll check if Mr. Smith is in his office.
Maria: ok, thanks.
Secretary: Thanks for holding the line Mrs.
Maria, I'll connect you to Mr. Smith now.
Maria: Thank you.
CONVERSATION 2
Receptionist: Hello, Jimmy company, can I help you?

Jono: Hello, I'm Jono Jackson from Liberty restaurant, I would


like to speak to Mr. Wisnu.
Receptionist: Just a moment please. I'm sorry Mr. Jono, Mr.
Wisnu is not at the office this moment.
Would you leave a message?
Jono: Yes, could you please tell him the hall room will be
available the day after tomorrow at 9 a.m. to 12 a.m.
Receptionist: anything else?
Jono: No, that is all.
Receptionist: Ok Mr. Jono I'll tell him the message as soon as he
gets back to the office.
Jono: Thanks.
Receptionist: Thanks for calling Jimmy company, bye.
Jono: Bye.
PUT THE CONVERSATION INTO
A LOGICAL ORDER
Vera: Morning, I'm Vera, could I speak to Mrs. Puspa?
Operator: Maybe this afternoon at 2 o'clock.
Vera: Ok, I'll wait.
Operator: Ok, thanks for calling ND enterprise. bye.
Vera: bye.
Operator: Good morning, ND enterprise, my name is
Lita, what can I do for you?
Operator: One moment please, I'll check if Mrs. Puspa
is available.
Vera: Ok then, I'll call her back. thanks.
Operator: Sorry Mrs. Puspa is on the meeting, May I
write down your message?
Vera: When is the best time I could call her?
1. Annelise: Good morning. Can I speak to James
Cassidy in Sales?
2. Annelise: Is that James Cassidy?
3. Annelise: No, I'm afraid I don't.
4. Annelise: Thanks. Oh no, I've been cut off.
5. Switchboard operator: Do you know the extension?
6. Switchboard operator: Sorry to keep you
waiting. ... I'm putting you through.
7. John Cassidy: Cassidy.
8. John Cassidy: No, this is John Cassidy. You've come
through to Accounts. I'll try and transfer you back to
the switchboard.
PRACTICE:
Different people ave different objectives in a
telephone call. What do you think are the
objectives of the people in the situation
below?????
First Case:
A purchasing manager who has received an
incomplete delivery
The objectives in a telephone call are:
• To tell the supplier that the delivery is
incomplete
• To arrange to get the rest of the delivery
sent as soon as possible
• (possibly) to complaint about the poor
service
The second case:
A Sales Representative for a furniture
manufacturer making a first call to Moda
Design, a company which sells office
furniture.
The objectives are:
 ...
 ...
 ...
ROLE PLAY
Work with a partner.
Write phone conversations to make a call, leave
a message, and call a wrong number.
Present your role plays to the class.
THANKYOU

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