Telephoning:Keeping Control
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Oh, no!I don’t
understand?
Control Phrases
Asking for Repetition1
• I’m sorry, I didn’t catch that.
These are the best general ‘all-round’ control phrases.
Asking for Repetition1
• I’m sorry, I didn’t catch that.
•Sorry? These are the best general ‘all-round’ control phrases.
Asking for Repetition1
• I’m sorry, I didn’t catch that.
•Sorry?
•Pardon.
These are the best general ‘all-round’ control phrases.
Asking for Repetition 2
• Could you say that again, please?
‘that’ = the information that was just said
Asking for Repetition 2
• Could you say that again, please?
• Could you repeat that, please?
‘that’ = the information that was just said
Asking for Repetition 2
• Could you say that again, please?
• Could you repeat that, please?
• Could you say X (e.g. your name) again, please?‘that’
‘that’ = the information that was just said
Here you say exactly what information you want to hear again.
Asking for Repetition 2
• Could you say that again, please?
• Could you repeat that, please?
• Could you say X (e.g. your name) again, please?‘that’
• Could you repeat X (e.g. your name), please?
‘that’ = the information that was just said
Here you say exactly what information you want to hear again.
Louder & Slower
• Could you speak up, please?
Louder & Slower
• Could you speak up, please?
• Could you speak a little louder, please?
Louder & Slower
• Could you speak up, please?
• Could you speak a little louder, please?
• Could you speak a little slower, please?
Louder & Slower
• Could you speak up, please?
• Could you speak a little louder, please?
• Could you speak a little slower, please?
• Could you speak a little more slowly, please?
Giving Reasons
➡It’s a bit noisy here.
Sometimes we add a reason to our control phrase. This may make it more polite.
Could you speak up, please?
Giving Reasons
➡It’s a bit noisy here.
➡It’s a bad line.
Sometimes we add a reason to our control phrase. This may make it more polite.
Could you speak up, please?
Giving Reasons
➡It’s a bit noisy here.
➡It’s a bad line.
➡You’re breaking up.
Sometimes we add a reason to our control phrase. This may make it more polite.
Could you speak up, please?
Giving Reasons
➡It’s a bit noisy here.
➡It’s a bad line.
➡You’re breaking up.
➡You’re dropping in and out.
Sometimes we add a reason to our control phrase. This may make it more polite.
Could you speak up, please?
Checking Information
•Could I read that back to you?
Checking Information
•Could I read that back to you?
•Could you read that back to me, please?
Warning! This is less common and may seem a little rude. Use it only if it is really important that the
other person records the information correctly.
Spelling
• Could you spell X (e.g. your last name), please?
Spelling
• Could you spell X (e.g. your last name), please?
• Could you spell that (for me), please?
Spelling
• Could you spell X (e.g. your last name), please?
• Could you spell that (for me), please?
•Was that S for Sierra or F for Foxtrot?
• (It was) F for Foxtrot.
Checking Numbers
Was that 0441 5631?
Checking Numbers
•Yes, that’s right.
or
•No, it’s 5613.
Was that 0441 5631?
Summarising Information•So...
•So the meeting is on on Friday at 10 am, (is that right?)
So... + summarise or repeat
Summarising Information•So...
•So the meeting is on on Friday at 10 am, (is that right?)
•So, I’ll + V.... and you’ll + V...
•So, you’re going to + V (organise the meeting).
summarising action - what people have promised to do
Review
Recommended VideosA for Alpha:Using the International Spelling Code
Telephoning - Starting the Call
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