Telephoning in English is very important for our professional carriers if we want to do business in. Likewise, it is very important to know how to answer the phone and help customers over the phone appropriately. In that way, we practice our intermediate speaking skills and our intonation and pronunciation will be clearly understood.
Before we begin, it is important to learn key vocabulary used when telephoning. Telephone conversations use a number of standard phrases that are specifically used only when telephoning in English. Beare (2014) says that telephone conversations, especially business telephone conversations, also follow certain patterns. The following outline can be used to start practicing your oral speaking skills.
- Someone answers the phone and asks if he / she can help.
- The caller makes a request - either to be connected to someone or for information.
- The caller is connected, given information or told that he /she is not in the office at the moment.
- If the person who is requested is not in the office, the caller is asked to leave a message.
- The caller leaves a message or asks other questions.
- The phone call finishes.
All business telephone conversations do not follow this rigid scheme. However, this is the basic outline for most business telephone conversations, especially those made to businesses to request information or ask for clarification. In that way, people will avoid doing misinterpretations and not being confused.
The following example business telephone conversation can be used as a role play in class to introduce a number of standard phrases used when telephoning in English. Use the short summary and have students try to reproduce the conversation once they have practiced the role play a few times.
Operator: Hello, this is Sykes Co. How can I help you?
Peter: This is Peter Jackson. Can I have extension 3421?
Operator: Certainly, hold on a minute, I'll put you through...
Frank: Bob Peterson's office, Frank speaking.
Peter: This is Peter Jackson calling, is Bob in?
Frank: I'm afraid he's out at the moment. Can I take a message?
Peter: Yes, Could you ask him to call me at...? I need to talk to him about the Lingu line, it's urgent.
Frank: Could you repeat the number please?
Peter: Yes, that's..., and this is Peter Jackson.
Frank: Thank you Mr Jackson, I'll make sure Bob gets this asap (as soon as possible).
Peter: Thanks, goodbye.
Frank: Goodbye.
Before we start identifying some vocabulary in this role-play activity, I am going to share a video with you:
With this role play, you can notice that there are new words and phrases that are new to your vocabulary. Let's take a look at some of them and explore their meaning.
Introducing yourself
This is Ken.
Ken speaking
Asking who is on the telephone
Excuse me, who is this?
Can I ask who is calling, please?
Asking for Someone
Can I have extension 321? (extensions are internal numbers at a company)
Could I speak to...? (Can I - more informal / May I - more formal)
Is Jack in? (informal idiom meaning: Is Jack in the office?
Connecting Someone
I'll put you through (put through - phrasal verb meaning 'connect')
Can you hold the line? Can you hold on a moment?
How to reply when someone is not available
I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is being used)
Mr Jackson isn't in... Mr Jackson is out at the moment...
Taking a Message
Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?
Note: For formal occasions, can and may are recommended for receptionists who and employees who answer the phone from a caller.
The following is a complete list of phrases that you will be listening on the phone. Go over this list and start practicing it with your partner.
Keywords and Important Phrases
How may I be of help/How can I help you? - This is a formal phrase used to show politeness. It means 'Can I help you?'
calling - telephoning
out of the office - not in the office
take a message - to write down a message from the caller
urgent - very important
delivery - the bringing of goods to a client
mentioned - said
resolved - taken care of
as quickly as possible - in the fastest manner, ASAP
shipment - delivery, the bringing of goods to a client
assured - certainty that something is true or will happen
pleased - happy
delayed -not be able to do something on time
looks like - seems
staff meeting - a meeting of employees
lasts - to take time
schedule - future appointments
References
Beare, K (2014). Telephoning in English. About Education. Retrieved from: http://esl.about.com/od/businessspeakingskills/a/t_vocab.htm
Wilson, B. (2008). Business English: Phone Exercises. Robert Clifford McNair. Retrieved from: http://www.autoenglish.org/english/
Activities for practice
Telephone phrases
http://www.autoenglish.org/telephoneenglish/telephoneEnglishList.pdf
http://www.autoenglish.org/idioms/id-phone.pdf
Telephone conversation
http://www.learn-english-today.com/business-english/telephone.html
http://www.english-for-students.com/Telephone-Conversations-4.html
Telephone English Video
https://www.youtube.com/watch?v=WQVIeA_OWX4
