Curs - Telephoning

7/23/2019 Curs - Telephoning

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Course 1: Telephoning

I. Objectives:

- to develop the speaking skills necessary in telephoneconversations.- to acquire the vocabulary specifc to enquiries, orders, bookingsand other topics o telephone conversations.

II. Specifc competencies acquired by the student.Ater completing this chapter the student should be able to take part intelephone conversations on dierent topics (enquiries, appointments,orders, complaints, messages)

III. Key words: telephoning, connecting, messages, booings, enquiries,

orders.

I!. Structure:. !ncoming calls". #utgoing calls$. %ypes o telephone conversations

!. Summary:%his chapter presents some basic elements o oral communication,i.e. making and receiving telephone calls.

!I. "ontent

&rieger and 'omort (") summarie the advantages anddisadvantages o telephone conversations as ollo*s+

#dvantages $isadvantages

!mmediate contact and eedback+the telephone enables people tocommunicate *ithout a personalmeeting

conomy o time and money

ore personal than *riting

'an create, aect and correctrelationships

emands and retains attention

%he receiver may be unprepared

/o record o the conversation

/o ace-to-ace contact

! used badly, can damagerelationships

%he receiver may eel that the call isan intrusion


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%hey recommend this channel o communication *hen speed isimportant, *hen no *ritten record is needed, and *hen you are sureyou can contact the right person.

%he ollo*ing sections ocus on the language involved in making andreceiving telephone calls both in ormal and inormal conte0ts, as *ellas on the various unctions this language is used to ulfl.

1. Structuring a call

1.1. Connecting

%hen maing a telephone call, one should observe the &ollowingcommunicative stages: greeting, indenti&ying onesel&, asing to speato someone, e'plaining the purpose o& the call and giving &urtherdetails.

Greeting

1ood morning2aternoon2evening. 3ello, (inormal)

Identifying yourself

y name is . . . (frst introduction). !4m calling2phoning rom !&in 5ondon.

%his is . . . here. (second and subsequent introduction)

%his is . . . (speaking).

!t4s ... here.

Asking to speak to someone

'ould ! speak to ... , please6

'ould you put me throught to ... , please.

'ould ! have e0tension 7$89, please6

!:d like to speak to ... , please.

;ohn &ro*n, please.

!s that ary


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!:m calling to ask about. . .

!:m phoning to let you kno* the details o. . .

!:m ringing to tell you about. . .

%hen receiving a telephone call, one should observe the &ollowingcommunicative stages: greeting, indenti&ying onesel&, helping thecaller, asing &or the caller(s identifcation and &or &urther details i&needed. I& the person answering the phone is not the one the callerwants to spea to, connecting or putting the speaer on hold are twoimportant &unctions the answerer needs to &ulfl.

Identifying yourself or the department/ company when youpick up the phone

3ilary &eacham.

3ilary &eacham speaking.

"aller+ 'ould ! speak to 3ilary &eacham, please6

)eceiver+ =es, speaking.

=ou4ve reached the >inance epartment (department).

%his is the marketing department.

1ala0y 'omputer ?upplies (company).

Helping the caller

'an ! help you6

3o* can ! help you6

@ho *ould you like to speak to6

Asking for the caller's identication

@ho:s speaking, please6

@ho:s calling, please6

And *ho *ould like to speak to her2him, please6

And your name is6

@ho shall ! say is calling6

@hich company are you calling rom6

Asking for further information

@hat:s it in connection *ith, please6


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utting someone on hold

lease hold

;ust a second

3ang on a moment

!4ll see i he4s in

!onnecting

!4ll


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verb, the ob


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.ichelle% 0ust a second 7 I*ll see if he*s in$ Hello) 0ason) I*ve got

.ike Andrews onthe phone for you 4 3kay 7 I*ll put him through$ Hang on amoment) I*m8ust putting you through$ 9source+

http%//www$##c$co$uk/worldservice/learningenglish/#usiness/:

"hoose the one correct answer

;$ hen you telephone a company the person answering thephone may ask you a


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Explaining that someone is not availa#le

!:m araid ... is not available this morning2aternoon2at themoment.

!:m araid ... is out2in a meeting2*ith a client at the moment.

!:m sorry, but... is on holiday2not in the oDce today2this *eek. !:m sorry, but... is on the other line at present2 on another call.

!:m araid his2her line:s engaged (&)2 the line is busy (A). oyou *ant to hold6

!4m araid she4s not here at the moment.

1ote%@hen giving bad ne*s or reusing a request, it is polite to usephrases like I(m a&raidor I(m sorry. %heir role is to soten the tone.

@ith meeting *e used the prepositions in and out+ to be in ameeting a f in sedinta/, to be out o& the meeting a iesi din sedinta/.

Alternative actions

'ould you ring2call2phone back later6

@ould you like to leave a message6

'an ! take a message6

'an ! take your number, please6

'an ! have your number, please6

+eaving a message 'ould you give ... a message, please6

'ould ! leave a message6

'ould you ask ... to call me (*hen he gets back)6

'ould you ask ... to call me back as soon as possible6

('ould you tell. . . ) !:ll call back later

'ould you tell him that ....

Language focus: numbers

=ou say telephone numbers in groups o numbers. Ohis used in &ritishnglish, and0eroin American nglish.

0+EEoubleoh

oublenine

"E%*o oh

FG""ight sevendouble t*o

8$G9>ive three sevensi0


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EEHero ero

#ne

$$%hree onethree

7#ne our one

9877?i0 fve our our

mail addresses

0+ y email address is tom.


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&% CB?$A% CB?$ (o that*s = B== CB?$&% ,hat*s right$ !ould you ask him to call me #ack It*s veryurgent$A% I*ll give him the message$

&% ,hank you very much$ Good#ye$A% Good#ye$ (source+ ascull, &, 1usiness !ocabulary in 2se,'ambridge Jniversity ress, "EE9)

3inish the sentence by choosing the correct words and writing theminto the empty bo'es.

;$ He*s not in his o-ce at the moment)

KKKKKKKKKK KKKKKKKKKKKKKK KKKKKKKKKKKKK KKKKKKKKKKK KKKKKKK6

take 2 can 2 your 2 message 2 ! 2 a 2 please

=$ (he*ll #e #ack in the o-ce this afternoon)

KKKKKKKKKK KKKKKKKKKKKK KKKKKKKKK KKKKKKKKKKKKKK KKKKKKKKK 6

later 2 call 2 can 2 back 2 you 2 soon 2 message

?$ !an I speak to 0une ilkinson please

KKKKKKKKKK KKKKKKKKKKKK KKKKKKKKK KKKKKKKKKKKKKK KKKKKKKKK KKKKKKKKK.

meeting 2 araid 2 !4m 2 she4s 2 a 2 in 2 at 2 on

B$ !ould you ask him to ring me #ack please .y num#er is =FCC BCDF$

KKKKKKKKKK , KKKKKKKKKKKK KKKKKKKKK KKKKKKKKKKKKKK KKKKKKKKK KKKKKKKKK

KKKKKKKKK KKKKKKKKKKKKKKKK.

message 2 !4ll 2 sure 2 make 2 #L 2 gets 2 he 2 the 2 an 2 on

2.. Chec!ing information

!t:s perectly acceptable to use phrases like '!ould you repeat that)please' '!ould you speak a little more slowly) please' and'would you mind spelling that for me please'Jsing phrases likethese *ill help make sure that you have a successul phone call, and


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may save you rom lots o problems later on. =ou could al*ays say thatthe line's very #ad todayi you can:t hear very *ell. And it:s also agood idea to practise *ords, phrases and vocabulary beore you makethe callB

$uring telephone conversations it is very important to chec importantin&ormation in order to mae sure what you get is correct. It4s better toas &or help or clarifcation than to pretend you understand somethingthat you didn4t. %hen asing &or clarifcations or repetitions we can usethe &ollowing phrases:

?orry, ! didn4t get that. 'ould you speak more slo*ly, please6

?orry, ! can4t hear you. %he line is very bad today.

'ould you speak up, please6

'ould you repeat that, please6

!s that one or t*o6'ould you spell that please62 @ould you mind spelling that or me,please6

%hen confrming in&ormation we can use the &ollowing phrases:

?o, that4s...

%hat4s right.

Might.

#k.! understand.

Sample telephone conversations

A% .y name*s 1icholls$

&% (orry) I didn*t get that$ !ould you speak more slowly)please

A% I*m sorry$ .y J name7 is J 1icholls$

&% Is that one + or two

A% ,wo$ 17I7!7H737dou#le +7($ ,he company is Goodwood$

&% !an you spell that please

A% I*m calling from &endrix in +ondon$

&% !an you repeat that) please


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A% 2es) it*s &endrix$(source+ ascull, &, 1usiness !ocabulary in 2se,'ambridge Jniversity ress, "EE9)

2.". #ppointments

*he &ollowing phrases can be used when maing or arranging anappointment, confrming or declining arrangements and suggestingalternatives . 5ote the varying levels o& &ormality involved in thesee'changes.

.aking an appointment

!4d like to arrange an appointment.

'ould *e meet some time soon6

@hen could *e meet6

@hen could ! see you6

@hat time *ould suit you6

@hen is convenient or you6

@ould ne0t @ednesday be #L6

@ould . . . (day) at. . . (time) suit you2be okay6

'an you manage . . . (day) at. . . (time)6

'ould you make it ater our6

!onrming arrangements

=es,

that suits me fne.

that *ould be fne.

that:s fne.

6eclining arrangements and suggesting alternatives

!:m araid ! *on:t be in the oDce on . . . (day).

!:m sorry, but. . . (day2time) doesn:t suit me at all.

!:m araid ! can:t manage2make . . . (day2time).

'an you manage . . . (day) at. . . (time)6

! could make it on . . . (day) at. . . (time).

3o* about. . . (day2time)6

?hall *e say ..... (day) at .... (time)6


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,hanking

@ell, thank you very much or your help.

@ell, thanks or the inormation.

!:m much obliged to you. (ormal) !:m very grateul or your assistance. (ormal)

@ell, thanks a lot. (inormal)

5esponding to thanks

/ot at all.

on:t mention it.

=ou:re *elcome.

Ending the call

eeting you ne0t *eek, then.

! look or*ard to seeing2hearing rom2meeting you2 receiving thecontract by a0.

?ee you2speak to you soon, (inormal)

%hanks or calling.

1oodbye2&ye

3inish the sentence with the correct phrase.

;$ I*d like to KKKKKKKKKKK an appointment$

A arrange&have!do6save

=$ I could KKKKKKKK it after four$

Atake&ake!get6make

?$ +et*s meet next ednesday4 shall we KKKKK B$;C


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Aarrange&say!suggest6see

B$ ould next KKKKKKKKK #e 3L

Aday& morning!week6afternoon


.ichelle% .r Hi##erd*s o-ceeter% Hello) can I speak to &rian Hi##erd) please

.ichelle% I*m afraid he*s in a meeting until lunchtime$ !an Itake a messageeter% ell) I*d like to arrange an appointment to see him)please$ It*s eter0e"erson here$.ichelle% !ould you hold on for a minute) .r 0e"erson$ I*ll 8ustlook in the diary$(o when*s convenient for youeter% (ome time next week if possi#le$ I gather he*s away thefollowing week$.ichelle% 2es) that*s right) he*s on holiday for a fortnight$

eter% ell) I need to see him #efore he goes away$ (o wouldnext ednesday #eokay.ichelle% ednesday 4let me see 4 he*s out of the o-ce allmorning$ &ut he*sfree in the afternoon) after a#out three$eter% ,hree o*clock is di-cult$ &ut I could make it after four$.ichelle% (o shall we say B$;C next ednesday) in .r Hi##erd*so-ceeter% 2es) that sounds ne$ ,hanks very much$.ichelle% 3kay) then$ &ye$ (source+http%//www$##c$co$uk/worldservice/learningenglish/#usiness/

2.$. %rong numbers

2se&ul +hrases

6ou must have the wrong number.
http://www.bbc.co.uk/worldservice/learningenglish/business/http://www.bbc.co.uk/worldservice/learningenglish/business/


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I(m sorry, you(ve got the wrong number.

Is that not 778 9;


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=$ His KKKKKKK num#er is ==$

A straight& direct' certain

sure

?$ I'm KKKKKKKK to have trou#led you$

A upset& apologise' sorry sad

B$ I'm sorry) you've KKKKKKK the wrong num#er$

A. got&. had

'.have. put

2.&. 'oo!ings

2se&ul +hrases:

I(d lie to enquire about =ights to >-I(d lie to enquire about

your room availability.

I(d lie to boo a hotel room.

I(d lie to boo a =ight to >

I(d lie to mae a reservation &or two people on a =ight to ...

"ould you chec i& the hotel has any rooms &ree

"ould you tell me i& there are any =ights available to >

destination/, on > date/

$o you mind i& I boo it provisionally ?ow much is it- ?ow much will that be

"ould you tell me the price- "ould you tell me how much that

is

I(ll call you bac later to confrm.


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1ote%%he regular verb enquire(&), inquire (A) is usually used *iththe preposition about,and means to request in&ormation. %hecorresponding noun enquiry (&)2 inquiry (A), can be used in verbphrases *ith mae to mae an enquiry/.


6olores% Hello 6olores speaking4,im% Ah yes) hello$ I*d like to en


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6olores% ,hat*s ne) sir$ !an I help you with anything else,im% 1o) that*s all for now$ As I said) I*ll call you #ack$(source+http%//www$##c$co$uk/worldservice/learningenglish/#usiness/

A% Glo#e ,ravel Agency$ Good morning$ .y name*s Anna#ele6avies$ .ay I help you&% Hello$ I*d like to make a reservation for three people on aMight from +ondon to (ydney next month$A% 2es) of course$ !an I have your name and telephone num#er#efore we start) please&% 2es) it*s 6omnic +afontaine +7A7P73717,7A7I717E and my o-cenum#er is B;C=?B?$A% ,hank you$ 1ow) how many people are travelling and whatare your dates&% ,hree of us are going) and we have to leave +ondon on the

;;th

of 0une) returning on the ?th

$ e don*t really mind if theMights are not direct$A% I see$ ell) I*ll 8ust check 4 1ow) &ritish Airways and QantasPlights are direct$ I see that if you want to return on the ? thof0une the price with &A is N) #ut if you could come #ack onthe =thof 0une the return fare would #e NDC$&% And what a#out with Qantas$A% ell) mmm4 it looks rather similar to them) too$ ,hereseems to #e less availa#ility with a return date of the ?thof0une$ I know that Rirgin Atlantic Mights stop over in Luala+umpur) and they may have more availa#ility$ (hall I look into

it and give you a ring #ack once I*ve got all the details&% 3h) that would #e good) yes please$A% +et me 8ust conrm your num#er$ I*ve got B;C=?B?)6omnic +afontaine$&% ,hat*s it) I look forward to hearing from you soon$A% 2es) I*ll call #ack within an hour$ Good#ye$(source+ /aterop,&.;+ *elephoning in @nglish, 'ambridge Jniversity ress, "EE7)

3inish the sentence with the correct phrase.

;$ I*d like to KKKKKKKKKKK a#out Mights$

A fnd& enquire! question you6 tell me

=$ ,ax is NC on KKKKKKKK of that$
http://www.bbc.co.uk/worldservice/learningenglish/business/http://www.bbc.co.uk/worldservice/learningenglish/business/


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Aplus&end!bottom6top

?$ I*d like to #ook a hotel room KKKKKKKKKKK$

A profciently& provisionally! proessionally6 prescriptively

B$ I*ll call you #ack later to KKKKKKKKKKK$

Aspeak&assure

!confirm6certify

2.(. )n*uiries about products

A Galaxy !omputer (upplies$& 3verseas (ales 6epartment) please$A ,he lines are #usy$ ill you hold& 2es$A ,he line's free now$ I'll put you through$

! 3verseas (ales$ +ynne 1oon speaking$& Good morning$ I'm interested in your resafe ca#inets$

6o you have a sales o-ce in (pain! I'm afraid we don't) #ut I can arrange for a sales visit from

our agent$& 1o) no$ ,hat's not necessary$ !ould you


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& ,hank you very much$ Good #ye$ (source+ 3ollett, N,1usiness Objectives,#0ord Jniversity ress, )

5eceptionist% Eastern !omputers$ Good morning$

.aggie 5edwood% Hello$ !an I speak to ,akumi Liyama) please5% Hold the line while I connect you) please$,L% Hello$ ,akumi Liyama speaking$.5% Hello$ ,his is .aggie 5edwood$ How are you,L% 3h) hello .aggie$ I*m ne) thank you) and you.5% 0ust ne) thanks$ 1ow) I*m calling #ecause I*d like you to

give me a price) please$,L% 3f course$ hat is it.5% I*m trying to do some costings and I need to know how

much your U0 ?? power supplies are$ I*ve looked at your

we#site #ut I can*t nd the informaytion there$,L% It depends how many you would #e ordering$.5% ,he rst order would #e for ;)$,L% Hold on for a moment) while I get the prices up on my

screen$ $$$ yes) for ;) the price would #e N=$C each$,hat*s not much more than the U0=C that you*re using atthe moment$

.5% 2es) that*s right$ Anyway) I*m still doing the costings now)so I*m not


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1(% ,hank you$.ark heeler% .ark heeler speaking$ Hello$1(% Good morning .r heeler$ ,his is 1ick (heridan from !ar

(tars International$ I*d #e grateful if you could #ring ourorder forward as we need the parts more urgently than wethought$ !an you help

.% ossi#ly$$$ can you give me the order num#er) then I cancheck1(% Er$$$ yes) it*s B?=FB/$.% Hold on a moment) while I get it up on my screen$ 3h) yes)

I see B?=FB/$ ,ou ordered D Q pump motors and aseries of spare parts$

1(% ,hat*s right$ ould you #e a#le to #ring forward thedelivery date to 3cto#er

.% Er$$$ 3cto#er) and you originally wanted the order #y theend of the year$ ,hat may #e di-cult) as we*re very #usy atthe moment$ I*ll see what I can do$ !an I ring you #ack).r $$$

1(% (heridan$ 2es) please$ !all me #ack as soon as you can$

.% !ould you give me your phone num#er 3r is it the one onthe order

1(% ell) that*s the main o-ce num#er) #ut my direct line isBFDC?BC;$

.% 3k) I got that$ I*ll get #ack to you #y tomorrow at thelatest$

1(% ,hank you very much$ I*d appreciate anything you can do$Good#ye$ (source+ /aterop, &.;+ *elephoning in @nglish, 'ambridgeJniversity ress, "EE7)

A. Orders

A Galaxy !omputer (upplies$& Extension ;B?) please$A Hold on$! 3verseas (ales$& !ould I speak to .ary ,hatcher) please! ho's calling) please& .arcel 6upont of 5GP Prance$6 .ary ,hatcher$& Hello$ ,his is .arcel 6upont of 5GP$ I'd like to place an

order$

6 !ertainly .onsieur 6upont$ Go ahead$& I'd like six photoconductor units) reference num#er sevensix nine oh ve) A stroke L$ 6o you have them in stock

6 2es) we do$ Anything else& 1o) that's all$ ,his is an urgent order$6 3L$ e'll send them straight away$ !ould you conrm this

in writing please) .onsieur 6upont& 3f course$6 ,hank you very much$


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& Good #ye$ (source+ 3ollett, N, 1usiness Objectives, #0ordJniversity ress, )

A% 0ennifer (ato speaking$&% Hello 0ennifer$ It*s (erge 6uval from &GU !omputers$A% Hello) (erge$ How nice to hear from you again$ How can I

help&% ell) you*ll remem#er we spoke the other day a#out the

price you could give me for ;) =C !. hard drives$A% 2es) of course$&% ell) we*re ready to place the order now #ut instead of

;) we now need ;)C of them) and we need them really


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1enerally speaking, i you are talking to someone in a businessconte0t, you should use could, can, mayor would*hen you make arequest+

0+ 'ould ! speak to ;ason Moberts, please6

'an ! take a message6@ould ne0t @ednesday be okay6

=ou should also use pleaseand thank youor thanks very much*henever you ask or, or receive, help or inormation.

!t:s important to sho* politeness by using *ords like would) could)please) thank youetc. &ut it:s also okay to use some o the eatureso inormal2spoken nglish - short orms, phrasal verbs and *ords likeokayand #ye - in other *ords - everyday nglishB ?o phrases like I'mo" to a conference$$$) no pro#lem) #yeand hang on a moment

and I'll put you throughare perectly acceptable, as long as theoverall tone o the conversation is polite.

&i#liography%;$ &rieger, / and 'omort, ;+ Banguage )e&erence &or 1usiness

@nglish,rentice 3all !nternational, "=$ ascull, &+ 1usiness !ocabulary in 2se, 'ambridge Jniversity

ress, "EE9?$ /aterop, &.;+ *elephoning in @nglish, 'ambridge Jniversity ress,

"EE7

B$ http%//www$##c$co$uk/worldservice/learningenglish/#usiness/

C$ 3ollett, N+1usiness Objectives,#0ord Jniversity ress, D$ 3ollinger, A+ *est 6our 1usiness @nglish !ocabulary,%eora, "EE7F$ !rvine, ark and arion 'adman+"ommercially Speaing, #0ord

Jniversity ress,
http://www.bbc.co.uk/worldservice/learningenglish/business/http://www.bbc.co.uk/worldservice/learningenglish/business/http://www.bbc.co.uk/worldservice/learningenglish/business/http://www.bbc.co.uk/worldservice/learningenglish/business/

Documents

Curs - Telephoning