Telephone Conversation

Complied by Ms. Terri Yueh

Focus on CommunicationTelephone Etiquette Prepare well before pick up the phone. Check the international time differences to know the time of the locale you are

calling. Be sensitive to the customs and ways of the person and culture you are

calling. Send a message or an e-mail before you call, if possible. The simpler the language, the less chance of misunderstanding. Keep a positive atmosphere and be efficient. Be enthusiastic, but slow down the pace while speaking over the phone. Make your sound and tone work for you --Smile as if you were meeting in

person! Concentrate when you listen and never interrupt someone on the other line. Ask for confirming your message and the contact number when dealing with a

message taker. Try to return message calls in the same business day. Send a follow-up mail or fax to confirm the things agreed by telephone or to ch

eck that there has been no misunderstanding in the conversation.

Focus on Communication

Tips on handling voice mails and answering machines

Leave a clear, brief, and purposeful message. Speak confidently and naturally. An ideal message is less than 30 seconds. Give the time and date you called. Give your name and number, country and city code for

an international call, both at the beginning and at the end of the message.

Some Useful Expressions

The CallerThe Caller To call / ring / phone / someone To give someone a ring / a call To call someone up To make a (phone) call to….

The ReceiverThe Receiver To receive a call To answer a call To get a call To have a call

Some Useful Expressions

The CallsThe Calls A direct /outside / land line. A telephone call A local call A long distance call An international call An internet call A conference call A cold call (selling)

Some Useful ExpressionsGetting throughGetting through I’d like to speak to …. Is …there, please? Could I have the Customer Service Department, please? Could you put me through to …? Extension 2207, please.

I’ll connect you. I’ll put you through. I’m putting you through now. It’s ringing for you now.

Some Useful ExpressionsExcuses Excuses I am sorry, she’s on another line. / I’m afraid the line is

busy. His line’s engaged. No, I’m sorry she’s not available (at the moment). I’m sorry, she’s out of the office this afternoon. Sorry, she’s on vacation / holiday. Sorry, she’s away / not in / in a meeting / in Seattle. He’ll be back soon. / She won’t be back until this

afternoon.

Call BackCall Back I’ll call back later. I’ll hold.

Some Useful Expressions

Communication Difficulties: SoundCommunication Difficulties: Sound Can you hear me? Sorry, I can’t hear you. Can you speak up? Can you speak up a little bit, please? It’s very noisy here. I can hardly hear you. It’s a bad / terrible line. I’ll call you on a land line /I’ll use a payphone.

Some Useful Expressions

Communication Difficulties: Mobile phonesCommunication Difficulties: Mobile phones My battery is nearly out / low. I’m losing you. The signal is too weak. Call me later. There is a really bad echo. I’ll call you back. There are some problems with the net.

Some Useful Expressions

Communication Difficulties: No ConnectionCommunication Difficulties: No Connection I’m breaking up. Do you want to hold? The connection was broken. I tried to call you but I couldn’t get through. I can’t access my voicemail. We had problem with our system all day.

Some Useful Expressions

Ask for RepetitionAsk for Repetition Sorry, I didn’t catch (your name / your

number / your company, etc.) Sorry, could you repeat that? Could you spell (that / your name), please? I’m sorry, please speak more slowly. Sorry, I didn’t understand. Sorry, I didn’t hear you. What did you say?

Some Useful ExpressionsLeaving a messageLeaving a message Can I give him a message? Can I leave him a message? Could you give him a message? Could you ask him to ring / call me back? Could you tell him I’ll call again after lunch? Please tell him …. Please ask him to ring me later.

Taking a messageTaking a message Can I take a message? Would you like to leave a message? Shall I ask him to call you back? Would you like him to call back? / Does he have your number? I’ll call back later.

Study PointsFill in the gaps using ask, say, ask, say, and tell.tell.1.1. Could you _______ Peter to call me.Could you _______ Peter to call me.2.2. Could you _______ him I’ll be late.Could you _______ him I’ll be late.3.3. Could you _______ I’m leaving at 4:30pm.Could you _______ I’m leaving at 4:30pm.4.4. Please _______ I’m very sorry.Please _______ I’m very sorry.5.5. Please _______ the good news.Please _______ the good news.6.6. Please _______ her to wait until next Please _______ her to wait until next

Tuesday.Tuesday.7.7. Could you ______ her I’ll call back later?Could you ______ her I’ll call back later?8.8. Could you ______ him to ring me back?Could you ______ him to ring me back?9.9. Could you ______ her for the prices?Could you ______ her for the prices?

ask (tell)

tell

say

say

tell

tell

ask (tell)

ask (tell)

ask

Sample DialoguesSituation 1: Situation 1: A rA receptionist (operator) answers eceptionist (operator) answers

and directs telephone calls.and directs telephone calls. R: Good morning. R: Good morning. Allan DesignsAllan Designs. How may I . How may I

direct your call?direct your call? J: J: Can I speak to Mr. Can I speak to Mr. MMartinartin AllanAllan, please., please. R: Surely…Just a moment.R: Surely…Just a moment. (the telephone rings (the telephone rings

several times but remainsseveral times but remains unanswered)unanswered) R: I’m sorry. No one is answering. Would you like R: I’m sorry. No one is answering. Would you like

to leave a message?to leave a message? J: Certainly.J: Certainly. R: I’ll connect you to MaR: I’ll connect you to Martinrtin AllanAllan’s voicemail.’s voicemail. J: Thank you.J: Thank you.

Sample Dialogues

Situation Situation 22: : Asking for information thru a Asking for information thru a callcall .. JJ: : Hello, can I speak to Mr. Marley, please?Hello, can I speak to Mr. Marley, please? MM: : SpeakingSpeaking.. JJ: : Hello, this is Johnny Lin from FJU. I’m calling aHello, this is Johnny Lin from FJU. I’m calling a

bout the workshop next month. Is it possible to sebout the workshop next month. Is it possible to send me some information?nd me some information?

MM: : Yes, Of course. Could you give me your email Yes, Of course. Could you give me your email address, please. address, please.

J: J: It’s It’s 028257@mail.fju.edu.tw MM: : Could you repeat that, please?Could you repeat that, please?

Sample Dialogues

Situation Situation 33: : A rA receptionist at Buick China eceptionist at Buick China connects connects the the caller who thinkcaller who thinkss he ha he hass directly directly dialed a friend within a company.dialed a friend within a company.

R: Buick China, R: Buick China, What can I do for youWhat can I do for you?? C: C: Is this Is this SandySandy?? R: R: No, This is the receptionist.No, This is the receptionist. C: Oh! Do you know if Sandy is available?C: Oh! Do you know if Sandy is available? R: One momentR: One moment, please. , please. II’’ll ll check.check. If Sandy isn’t If Sandy isn’t

in her voicemailin her voicemail,, service will come on to this line service will come on to this line automatically so that she may return your call.automatically so that she may return your call.

Sample DialoguesSituation Situation 44: : A sA secretaryecretary answers but Dan has left for answers but Dan has left for

lunch. lunch.

S: Plastic Flowers, S: Plastic Flowers, DDan Jackson’s office. May I help you?an Jackson’s office. May I help you? J.F.: Is Dan in?J.F.: Is Dan in? S: Who should I say is calling?S: Who should I say is calling? J.F.: Julia Frost. This is an international call from Taipei.J.F.: Julia Frost. This is an international call from Taipei. S: Just a moment. I’ll put you through. (I’ll connect you S: Just a moment. I’ll put you through. (I’ll connect you now.)now.) S: S: SorrySorry, He’s just left for lunch. May I take a message?, He’s just left for lunch. May I take a message? J.F.: Yes, J.F.: Yes, Can you tell her that Julia Frost from China Can you tell her that Julia Frost from China Communications called.Communications called. S: Okay. S: Okay. Ms. Julia Frost called. Ms. Julia Frost called. I’ll make sure he gets I’ll make sure he gets your message.your message. Goodbye. Goodbye.

Sample DialoguesSituation Situation 55: : Sally returns a call Sally returns a call. . S: This is Sally Wang. My secretary said you called, so S: This is Sally Wang. My secretary said you called, so

I’m returning your call. Is this a good time to talk?I’m returning your call. Is this a good time to talk? F: Thanks for getting back to me so soon. What I wanteF: Thanks for getting back to me so soon. What I wante

d to talk about was to check and see if our meeting with ned to talk about was to check and see if our meeting with new clients has been arranged.w clients has been arranged.

S: Yes, it has been scheduled on Nov. 9.S: Yes, it has been scheduled on Nov. 9. F: Great! I’ll check the detailed information later.F: Great! I’ll check the detailed information later. S: If you like, I can go over the agreement with you now. S: If you like, I can go over the agreement with you now.

Do you have a few minutes to talk about this now?Do you have a few minutes to talk about this now? F: Actually I was just on my way to a meeting. Is it alrighF: Actually I was just on my way to a meeting. Is it alrigh

t if I call you back in an hour?t if I call you back in an hour? S: Sure. Talk to you later.S: Sure. Talk to you later. F: Thanks. Bye.F: Thanks. Bye.

Practice the calls…

Choose one of the following situations to make a Choose one of the following situations to make a telephone conversation with your partner. telephone conversation with your partner. Practice and record your dialogue.Practice and record your dialogue.

1.1. Ring a company to ask for product details Ring a company to ask for product details or prices.or prices.

2.2. Ring a hotel to book a weekend Ring a hotel to book a weekend accommodation.accommodation.

3.3. Ring a travel agent to ask about travel Ring a travel agent to ask about travel information you would like to know.information you would like to know.