telephoning in english by learnwell oy

7/16/2019 Telephoning in English by Learnwell Oy

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inin

EnglishEnglish

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CONTENTS:CONTENTS:

1. General2. Telephone etiquette

. Su estions for…¾ Answering the phone, introduction

¾ Asking for someone

¾ Someone is not at the number you called

¾ The person has another call

¾ The person is unavailable / availability

¾ Asking someone to repeat information

¾ Asking for the caller’s name

¾ Asking a person to clarify their name

¾ Messages

¾ Startin and endin a conversation

¾ Answering services

4. Oral exercises

5. The international telephone alphabet. um er pronunc at ons sym o s

7. Oral exercises & discussions

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GENERALGENERAL

TEL·E·PHONEnoun: An instrument that converts

voice and other sound signals into aorm a can e ransm e o

remote locations and that receives

and reconverts waves into soundsignals.verb: To communicate by telephone

Synonyms:, , , ,

Idioms:get someone on the horn

ive someone a buzz

Etymology :Tele- comes from the Greek form

tele- , meaning afar, far off, while p one comes rom t e ree p on-meaning sound, voice.

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GENERALGENERAL

We do not telephone to someone.

No preposition is needed:

¾ We make a phone call¾ We dial a number¾ We contact someone by phone¾

We give someone a call¾ We give someone a ring¾ We telephone someone

e get o o someone¾ We get in touch with someone

What does this mean?¾ Put someone through

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¾ Put someone on o

¾ Hang up on someone¾ Tie up the line



TELEPHONETELEPHONE ETIQUETTEETIQUETTE

HOW TO SPEAK ¾ Speak with a rich, vibrant voice. Smile with your voice!¾ Speak with a melodious rather than a monotone voice¾ Speak moderately loudly at a moderate pace – varying both for

appropriate emphasis

HOW MANY RINGS TO ALLOW

HOW TO GREET CUSTOMERS ON THE PHONE¾ Discontinue any other conversation or activity such as eating, chewing

gum, typing, etc that can be heard by the calling party.¾ Give your first and last name and identify your department¾ When transferring a call, be sure to explain to the caller that you are doing

so and where you are transferring them., . ,

attempt to find out to whom they should speak. They will appreciate it.

REMEMBER You may be the first and only contact a person may have with your department,and that first impression will stay with the caller long after the call is completed.

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SUGGESTIONS FOR…SUGGESTIONS FOR…

ANSWERING THE PHONE

¾ Company X, good morning.

¾ Company X, how may I help you?

¾ Com an X Janet Jones s eakin .

¾ This is Janet Jones of company X, good morning.

INTRODUCTIONS¾ Good morning, Kevin Black speaking.

. .

¾ Good morning. My name is Kevin Black.

¾ This is Kevin Black speaking.

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ow o ree us omers on e

Phone Give your first and last name.Identify your department.




ASKING FOR SOMEONE

,

¾ I’d like to speak to Mr Smith, please?

¾ I’m trying to contact Mr Smith.

¾ Is Mr Smith available?

¾ Could you put me through to the HR department?

will be available?¾ Could you tell me who is in charge of invoicing?

ou you rans er me o ex ens on , p ease

¾ Could you put me through to sales, please?

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……

SOMEONE IS NOT AT THE NUMBER YOU CALLED’ ’,

anymore.

¾ I’m sorry, he has retired.’ ’that name.

¾ Sorry, there’s no one of that name working here.¾He’s not at this number an lon er. His

new number is 122 078¾ I’m sorry but this is extension 232 not 323.¾ Sorry, I think you’ve got the wrong number.¾ Would you like to speak to somebody else?

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TRANSFERRING A CALL’ ’

¾ Just a moment please, I’ll put you

through to Mr Smith.

’,

you…¾ Just connecting you now.

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THE PERSON IS UNAVAILABLE¾ I’m afraid Mr Smith is not available right

now.¾ I’m afraid Mr Smith is unavailable at the

moment.

¾ I’m afraid Mr Smith is not in today. m a ra r m t s n a meet ng.

¾ I’m afraid Mr Smith is on holiday.¾ I’m afraid Mr Smith is out for lunch.

’ - .

¾ I’m afraid Mr Smith is on paternity leave.¾ I’m afraid Mr Smith has just left for the

day.¾ I am sorry, but he is out of town.¾ I’m sorry, there’s no reply.¾

He’s not available this morning but if should be in the office by then.

’

10abroad/away for a coupleof days/away on business.



…… AVAILABILITY ¾ He’ll be back tomorrow morning.¾ He’ e ac t e ay a ter tomorrow.¾ He’ll be back next week.

¾ He’ll be back in the afternoon.’ .

¾ He’ll be back by noon on Wednesday.¾ He should be available after two o’clock.¾ He should be available before the

meeting.¾ He should be available at half past one.¾ He should be available in an hour.

e s on eave o a sence un ay 7 .¾ He won’t be back until Friday.¾ He’ll be at the office on the 23rd.

’ .¾ He’ll be back from lunch after one

o’clock.

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ASKING SOMEONE TO REPEAT¾ Sorr I couldn’t hear what ou said.¾ Sorry, I can’t hear you. We have a

bad connection.¾ I’m afraid it’s a bad line. Could you

speak up, please?¾Could you speak a bit more slowly,

please?¾

Would you mind repeating that?¾ Would you repeat your company’sname, please.Cou you repeat t at, p ease?

¾Could you read that back to me,

please?

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ASKING FOR THE CALLER’S NAME’

¾ Who’s speaking, please?¾

Who shall I say is calling?,¾ From whom can I leave a message?

THEIR NAME¾Could you spell your name, please?

,¾ Would you mind spelling that,

please?

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THE PERSON IS ON ANOTHER PHONECALL

¾ I’m sorry, but the number’s engaged.¾ I’m sorry, but the line is busy.

¾ Could you call back later?¾ Would you like to wait until he has

finished his call?

¾I’m sorry, but Mr Smith is

on another line. you back?

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MESSAGES

¾ Would you like to leave a message?

ou a e a message or r m

¾ Can I give him a message?

¾ Shall I ask Mr Smith to call you back?¾ I’ll pass on the message as soon as he gets in.

¾ I could give you his mobile number if you need tocontact him right away.

Cou you p ease as Mr Smit to ca me?

¾ Could you take a message for him?

¾ Could you tell Mr Smith I rang?

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STARTING THE CONVERSATION¾ How are ou Mr Smith?¾ Nice to hear from you, Mr Smith. How are you?¾ How are things going over there?¾ How are things with you, Mr Smith¾ I am phoning you about…¾ I’m calling to let you know that…¾ I’m calling on behalf of Mr Jones.¾ I got your message and I am returning

your call regarding…¾ Sorry to trouble you, but…

Sorry to ca you away rom your meeting, ut…

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ENDING THE CONVERSATION¾ It was nice talking to you, Mr Smith.

……

an you or ca ng, r m .¾ I am glad you called. Thank you for the information.

¾ I hope I’ll be hearing from you soon.’ .

¾ I’ll check it straight away.¾ I look forward to hearing from you soon.

’ .

¾ I’ll e-mail you the details.¾ I’ll look forward to getting your confirmation

next week.¾ Thank you for your help. Bye.¾ Until next Thursday then!

¾ I’ll et back to ou as soon as ossible.¾ You'll be hearing from us very soon.¾ I'll see you on the 30th then.¾ See you soon! Goodbye, Mr Smith!

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ANSWERING SERVICE¾This is company X’s automatic answering

.¾Our office hours are from 8am to 4 pm.¾Our office is closed for the holidays.¾Our office is closed between Christmas and

New Year.¾Our office is closed until July 15th.¾ We will be o en for business from Januar 2nd.¾

Business will resume on August 16th

.¾ If you would like to leave a message press 1.¾ Please state your name, telephone number and the

reason or your ca an we w get ac to you back as soon as possible.¾ We apologise for any inconvenience.

.

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ORAL EXERCISEORAL EXERCISE

FIND THECORRECTPREPOSITION:

1. Mr. Smith, your customer is __________the line.

2. Could I s eak Miss Jones lease? __________

3. Could you look ______________ a number __________the Yellow Pages __________me?

. __________ __________telecommunications.

5. Which department does he work __________ ?

. ou won n me __________ e p one oo . ave anunlisted number.

7. We’ve been cut __________again.

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8. It’s a bad line. Hang __________and I’ll ring you back.

9. He’s not __________I’m afraid.

. _________

11. Do you happen to know the country code __________Sweden?

12. I can t ear you very we . Wou you spea __________please?

13. Make the bookings__________ phone, then send an e-mail to confirm them.

14. I’ll see if I can get hold__________ her __________ you.

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15. Mr. Smith, there’s a call_________ you.

16. I’m calling __________ your ad __________ today’spaper.

17. I’ll ring you back__________15 minutes.18. Can you take our order_________ the phone?

’. _________later__________.

20. He’s been _________ the phone__________ the last 45m nu es.

21. Goodbye, and remember__________ give my regards __________ your wife.

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22. I’m very grateful __________ you __________all yourhelp.

. on you ave any recor __________ our or er

24. We placed the order__________ you last month.25. Sorry, we have nobody here__________ that name.

26. It’s still busy. She must have left the phone__________the hook.

2 . There’s no Mr. Smith this number I’m __________afraid.

28. ‘Reverse charges’ means that they pay__________ theother end.

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SITUATION:The called party is notin the office. Su est amore tactful response:

¾ Tell the Caller: What You Mean:

¾ Mr. Smith has stepped out of the office. Would you like to leave aI don't know where

¾ Mr. Smith is not in the office at the moment. Would you like to leavea message on his voicemail?

Mr. Smith is out.

¾ I ex ect him shortl . Would ou like to leave a messa e on hisMr. Smith hasn't come

¾ Mr. Smith has stepped out of the office. Would you like to leave amessage on his voicemail?

Mr. Smith is in themen's room.

. .

¾ Miss Smith is out of the office for the day. Could someone else help

you or would you like to leave a message?

Miss Smith took the

day off.

voicemail?in yet.

¾ Miss Smith is unavailable right now. But if you call 09-1122445 inabout an hour she should be able to take our call.

Miss Smith is busy.

¾ Miss Smith is unavailable at the moment. Would you like to leave amessage on her voicemail?

Miss Smith doesn't want to be disturbed.

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THE INTERNATIONALTHE INTERNATIONALTELEPHONETELEPHONE ALPHABET ALPHABET

Phonetic ICAO British InternationalPronunciations (International

v v a onOrganization)

A ei Alfa Alfred Amsterdam

B bii Bravo Ben amin BaltimoreC sii Charlie Charles CasablancaD dii Delta David Denmark E ii Echo Edward Edison

e ox- ro re er c or a

G dzi Golf George GallipoliH eit∫ Hotel Harry HavanaI ai India Isaac ItalJ dzei Juliet Jack JerusalemK kei Kilo King Kilogram

L el Lima London Liverpool N en November Nellie New York

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A as in Alpha



THE INTERNATIONALTHE INTERNATIONALTELEPHONE ALPHABETTELEPHONE ALPHABET

Phonetic ICAO British InternationalPronunciations (InternationalCivil Aviation

rgan za onO ou Oscar Oliver OsloP pii Papa Peter Paris

k u uebec ueen uebecR aar Romeo Robert RomeS es Sierra Samuel SantiagoT tii Tango Tommy Tripoli

uu n orm nc e ppsa a

V vii Victor Victor Valencia W dabljuu Whiskey William WashingtonX eks X-ra X-ra Xanti e

Y wai Yankee Yellow YokohamaZ zed, zii Zulu Zebra Zurich

Å a with a small circle over it A capital ei

Ä a with two dotsÖ o with two dots

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O as in Oscar



NUMBERPRONUNCIATIONSNUMBERPRONUNCIATIONS& SYMBOLS& SYMBOLS

SYMBOLSNUMBER PRONUNCIATIONS

1 VAN

2 TOO

' apostrophe

@ at 4 FOOR 5 FAIV

abcd lower case characters- dash

7 SEVEN8 EIT

è e grave- hyphen~

0 SIIRO. De Si Mal

ü u-umlaut.fi dot fi

2. two oint three

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SPELL THEFOLLOWINGNAMES

1. Philip Denham

9. Jennifer Wabsworth

2. Caro ine Jo nson

3. Janet Fulton

4. Maria Mensbrugghe

10. Ma e eine Ester azy

11. Jouni Pääkkönen

12. Mirja Uusimaa

5. Cheryl Knox

6. Eleanor Urquhart

7. Andrew Pennock

13. Mikko Tervajoki

14. Stella Kyröjärvi

15. Tuomas Välikoski8. Bob Joinel 16. Tina Mårtenson

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TELEPHONE JOKESTELEPHONE JOKES

A telephonic conversation…- Hello, are you there?-

The telephone gives us, ,

- Watt- What’s your name?

- Watt is my name.-

the happiness of beingtogether yet safely

apart.,- My name is John Watt.- John what?- Yes.

’

oo ey, ason

- .

- All right. Are you Jones?- No, I’m Knott.- Will you tell me your name then?

Well, if I called the wrong number, why

- .- Why not?- My name’s Knott.

- Not what?

phone?Thurber, James

- o a , no- What…

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Mr. Smith complains about the way he was treated overthe phone on different occasions. Read his statements and

scuss em:

1. ”The caller was very rude and became offensive when I asked for his’ ” Exercise: Spell your name in English with the international telephonealphabet.

2. ” They let me talk on and on only to realize that they were not theperson I should have been talking to.”Discussion: Can you recall a time this happened to you?

3. ”I called the wrong department for help, they didn’t give me any suggestions as to where I should be calling, they just said, 'I don't

know not our de artment.'”Exercise: What should the frequently asked questions be and whatshould you reply?

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4. "They didn’t listen clearly to my needs, then they transferred me to the wrong person.“

5. ”I was disconnected when they transferred my call."

Exercise: What vocabular would ou use when transferrin a call?

6. "They answered with an aggravated voice, as if I disturbed them by calling.“

scuss on: n w a s ua ons m g you e annoye w en answer ng

the phone?

What is your opinion of good telephone etiquette?

Do you find it differs in different countries and cultures?Have you personally got "hands-on" experience with good and badtelephone etiquette?

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Remember: presentation is everything.

The wa ou resent oursel on the phone can leave lasting impressions of you

and your department.

Always treat callers as you would hopethey would treat you.

THANK YOUTHANK YOU

ATTENTION! ATTENTION!

31© Learnwell Oy www.thelanguagemenu.com

telephoning in english by learnwell oy

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