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Using the telephone

Using the Telephone

Saying telephone number

The Music - phone numbers are pronounced like poems. Follow the music of the pronunciation. Be careful about one thing. For "4895", for example, English speakers always say, "four-eight-nine-five" and NOT "forty-eight ninety-five". Listen and repeat 678 - 390 - 782 Double numbers 00 - 44 -730 - 65 - 214 00 - 34 - 562 - 811 99 - 55 - 438 - 22 262 - 487 - 597 171 - 458 - 842

Listen and write down six phone numbers 1. ___________________ 2. ___________________ 3. ___________________ 4. ___________________ 5. ___________________ 6. ___________________

The "Oh" Problem English speakers often say the letter "oh" for the number "zero". When "oh" is combined with some numbers, it is difficult to hear, for example "oh-eight-oh". I recommend always saying "zero" and "double zero". Listen and repeat 908 - 409 - 007 00 - 1703 - 9011 0044 - 9608 - 03

Listen and write down six phone numbers 1. ___________________ 2. ___________________ 3. ___________________ 4. ___________________ 5. ___________________ 6. ___________________

Answering a phone

Hello . Good morning. Good afternoon. Good evening .

___company___. _____ speaking. This is ________

May I help you? How can I help you? Can I help you?

Making call
Hello. Good morning. Good afternoon. Good evening. This is My name is Im May Could Can Mr./Ms./Mrs._________, please? the sales manager, please? extension 120, please?

+ I speak to

Is _______ there?

Giving reason for calling

Im calling to Id like to speak to _______, please. change (my reservation). confirm (our meeting time). order (some flower). (our meeting tomorrow). (your email). (my reservation).

Im calling in connection with Im calling about

Asking who someone is

May/Can I have your name, please? Whos calling please? Is that ________?

Asking someone to wait

Just a moment, Hold the line, Just a minute, Can you hold? + please.

Transferring line
Ill put you through. Ill transfer you. Ill connect you now.

Saying someone is not available

Sorry, she is unavailable at the moment. She cant get to the phone right now. Shes in the meeting / at lunch / out of the office. Im sorry, but shes on another call.

Controlling language
Can you speak more loudly? Can you repeat that? How do you spell (that)? Can you speak more slowly? Can you say that again

Making appointment
I would like to make appointment with When are you free? When is good for you? What time is good for you? Are you (on Monday)? free (at two oclock)? (on the 25th)? How about (Monday)? (two oclock)? Im free (on Tuesday). (at 11:30). Im busy then. Im free than.

Sorry, Yes, Thats fine. Five oclock is fine.

Taking message
Receiver Yes. Can I take a message? Would you like to leave a message? Caller Please ask her to call me back. Please tell her I called. Thank you. Ill call back later. Thats OK. Thank you.

No.

Checking information:
Receiver Your number is .. You said You want to change Is that right? .. correct? Thursday at six oclock. Its J-O-H-N. Caller

Let me confirm. Let me repeat that.

Yes, thats right? correct?

Let me spell it.

Ending a call:
Receiver Ill give her/him your message. Thank you for calling. Thank you for your call. It has been nice talking to you. Bye. Goodbye. Caller Thank you. Goodbye.

Paul: Hello. New World Corporation. Paul speaking. Can I help you? Suda: Hello. This is Suda Duangjai. Can I speak to the marketing manager, please? Pual: Can you hold, please? .. Im sorry, shes on another line. Can you hold? Suda: Sure. Pual: Ms. Suda. The line is free now. Ill put you through. Suda: Thank you.

Match the expression with similar meaning. 1. 2. 3. 4. 5. _____ 6. Just a moment, please. Whos calling? Can I take a message? June Sydney speaking. The lines busy. Ill connect you. a. b. c. d. e. f. This is June Sydney. Ill put you through. Can you hold, please? Im afraid hes talking to someone else. Would you like to leave a message? Can I have your name, please?

Communication Activity
Practice with your partner. Use this conversation map. Situation 1. Work in pairs. Practice taking and leaving message using the plan. Ask to speak to speak to someone. Ask whos calling. Say your name and company. Put him/her through. Ask if you can take a message. Say he/she is not available. Ask if you can leave a message. Say yes.

Say no. Ask when he/she will be available. Answer. Say youll call back. Say thank you.

Say yes.

Ask him/her to call you back or leave a message. Say youll pass on the message.

Situation 2. Caller Ring, ring.

Receiver

Give your company name. Ask to speak to Ms.. Ask for callers name. Give name. Ask caller to wait. Tell caller that Ms. / Mr.. is not here. Say you will call back later.

Communication Activity
Use the following chart to complete the telephone conversation.