English telephoning

Sebastian Koncilia
2005

Burggasse 14/IV, A-9020 Klagenfurt, Tel.: 05 0536 22871-22879, Fax: 05 0536 22870,
e-mail: kvak@ktn.gv.at http://www.verwaltungsakademie.ktn.gv.at
 TABLE OF CONTENT

I. Introduction 2

II. Theoretical Part 3

II.a. Key Phrases and Vocabulary 4
II.b. Examples 8
III. Does and Donts 10
III.a. Top 10 Does 10
III.b. Top 10 Donts 12
IV. How to act in different situations 14
IV.a. Making an outgoing business call 14
IV.b. Points to remember when receiving a call 14
IV.c. Leaving a message 15
IV.d. Getting people to slow down 16
V. How can I train myself? 17
VI. Success on the telephone 18

VII. Practical Part 19

VII.a. Taking notes 19
VII.b. Tasks 21
VII.c. Role Plays 25

Appendix 31

Koncilia. 2005 1
I. Introduction

As an employee, manager or even boss of a company you represent that company

when talking on the phone. Therefore this seminar will help you to improve your
skills.

The seminar includes following:

Vocabulary
Basics guidelines
Dos and Donts when talking on the phone
Practical training and exercises
Feedback

We hope you will enjoy our seminar and it will help you for your future!

Koncilia. 2005 2
 II. Theoretical Part

Making phone calls

Making phone calls in another language can be a daunting task, but a few practical
tips and simple phrases will certainly help make the job easier.

When answering the telephone, you should say your last name first by way of
introduction, for example simply 'Smith', Smith on the phone. In turn when you need
to speak to a specific person, the polite form is to say I would like to speak with Mr
Smith, please.

Signing off is straightforward - the phrase I'll hear from you latercan be used. If
you're talking to friends, you can use the more familiar Bye.

When using phones make sure you include the area code (Vorwahlnummer) with the
number. If there's no connection from the number, some recorded messages will
state this clearly - No connection at this number.

If you need help or advice connecting to any number then the directory inquiries(die
Telefonauskunft), can help..

The mobile phone however hasn't yet replaced the need for the public phone box.

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 II. a. Key Phrases and Vocabulary

Phrases:

Answering the phone

Good morning/ afternoon/ evening, Jackson Enterprises, Sally Jones

speaking.
This is speaking
How can I help you?
Could you speak up, please?
Who's speaking, please?
Am I speaking to ?
Could you spell that please?
Who would you like to talk to sir/ madam?
One moment please, I'll see if Mr Jones is available.

Asking for someone

I'd like to speak to

Could I speak to someone who
Could you put me through to Mr Jones, please?

Problems

I'm sorry, I don't understand.

I cannot hear you very well.
You must have dialled the wrong number.
I've tried to get through several times, but it's always engaged.

Putting someone through

I'll put you through to

I'll connect you to
I'll put on the line

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I'm sorry, there's no reply from Mr Jones

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Putting someone on hold

Just a moment, please.

Hold on, please.
Hold the line, please.

Asking someone to call back

Thank you for waiting. I'm afraid Mr Jones is not in at the moment
I'm sorry, Mr Jones is in a meeting
Can/ Could you call back later in the day?

Taking a message

Can I take a message?

Would you like to leave a message?
Can I give him/her a message?
I'll tell Mr Jones that you called
I'll make sure Mr Jones rings you as soon as possible.
At what number can you be reached?

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 Asking who is on the
Introducing yourself telephone
This is Ken. Excuse me, who is this?
Ken speaking Can I ask who is calling,
please?

Asking for Someone

Can I have extension 321? Connecting Someone
(extensions are internal numbers I'll put you through (put through
at a company) - phrasal verb meaning
Could I speak to...? (Can I - more 'connect')
informal / May I - more formal) Can you hold the line? Can you
Is Jack in? (informal idiom hold on a moment?
meaning: Is Jack in the office?

How to reply when someone is

Taking a Message
not available
Could (Can, May) I take a
I'm afraid ... is not available at the
message?
moment
Could (Can, May) I tell him who
The line is busy... (when the
is calling?
extension requested is being used)
Would you like to leave a
Mr Jackson isn't in... Mr Jackson is
message
out at the moment...

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Vocabulary

area code ... Ortskennzahl

answering machine/ansaphone ... (automatischer) Anrufbeantworter
connect ... verbinden
country code ... Landeskennzahl
dial ... whlen
dial a wrong number... sich verwhlen
dialling tone (US: dial tone)... Freizeichen
direct line... Durchwahl
engaged ...besetzt
engaged tone (US: busy tone) ... Besetztzeichen
extension number ... Nummer der Nebenstelle
have the wrong number ... falsch verbunden sein
home number ... Privatnummer
letter (of the alphabet) ... Buchstabe
mobile phone (US also: cell phone)...Handy
number unobtainable ..."kein Anschluss unter dieser Nummer"
operator ... (Telefon-)Vermittlung
receiver ... (Telefon-)Hrer
switchboard ... Zentrale
work number ... Bronummer
local call ... Ortsgesprch
long-distance call ... Ferngesprch
transferred charge call/reverse charge call ... R-Gesprch
pre-selection number ... Vorwahl(nummer)
directory assistance ... Auskunft

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II. b. Examples

Example 1: There are a number of phrases and idioms that are only used when
telephoning. Let's first take a look at an example dialogue: Here are the most
common:

Operator: Hello, Frank and Brothers, How can I help you?

Paul: This is Paul Jackson. Can I have extension 3421?
Operator: Certainly, hold on a minute, I'll put you through...
Franklin: Bob Peterson's office, Franklin speaking.
Paul: This is Paul Jackson calling, is Bob in?
Franklin: I'm afraid he's out at the moment. Can I take a message?
Paul: Yes, Could you ask him to call me at 212 456-8965. I need to talk to him
about the Nuovo line, it's urgent.
Franklin: Could you repeat the number please?
Paul: Yes, that's 212 456-8965, and this is Paul Jackson.
Franklin: Thank you Mr Jackson, I'll make sure Bob gets this asap.
Paul: Thanks, bye.
Franklin: Bye.

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 Example 2: Develop your own example using the phrases and vocabulary above.
Work in pairs.

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III. Dos and Donts

III. a. The Top 10 Tips for Using the Telephone More Effectively

1. Know the purpose of your call.

Most of us talk on the phone too long. Have the purpose of your call clearly in mind
before dialing. If helpful, write down a "statement of purpose", together with 3 main
points you want to make on a scratch pad prior to dialing. Then "go for it"!

2. Know the audience you are calling.

Unless you're conducting "cold calling" for marketing or polling research, you
probably know something about your "audience" on the other end. Think of the needs
of the person/people you are calling. Then revise your "statement of purpose"
accordingly prior to making the call.

3. Start off right!

State your purpose at the outset, and always ask if it is a good time for the other
person to talk. If not, set a specific time to call back.

4. Use names whenever possible.

Identify yourself at the outset of each call. Spell it out, or sound it out, if necessary
(e.g. I always tell people "My last name is Vuocolo; Vuh-co-lo; think "Coca-Cola!").
Establish the other person's name early in the conversation, and use it often
throughout the call!

5. Pay attention and be aware of your tone.

Ask open-ended questions that encourage response. Give the conversation your
undivided attention - don't be tempted to do two or three things at once and expect it
to be a productive call. Smile! This helps to make your voice sound friendly. If you're

Koncilia. 2005 11
angry or anxious - put off the call until a later time, unless it's an absolute necessity to
conduct it now.

6. Listen carefully.

Pay attention to the first words spoken by the person called. You can learn a lot in
the first few seconds by listening carefully. Did you catch the person eating, arguing,
gardening or partying? Decide whether to proceed with the call or to call back,
depending upon what you hear in the background of the call. It's better to arrange to
call back another time than to interrupt - and you'll probably get a better audience!

7. Avoid initiating major business, if possible.

Always save the most important business to be conducted in person, if possible. If

not, make a careful transition from introduction to purpose of the call. Remember that
a ringing phone virtually always interrupts the party being called - so give them time
to adjust before hitting them with something major.

8. Avoid confrontation.

If you have bad news, or a difficult issue to discuss with someone, don't do it by
phone unless it's the only way.

9. Be assertive - not aggressive!

Always present your point of view in an assertive, positive, way. If you have difficulty
being assertive, try making your point while standing during the call. This helps you
be more animated and direct, even if the other person can't "see you" ... Although,
with fiber-optics, they probably soon will! (If you're an extrovert - please remain
seated!)

10. Conduct a verbal review.

Before concluding the call, go over all agreed upon points. Repeat necessary dates,
times places and how and when you may be reached.

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III. b. The Top 10 Things NOT To Do On/With Your Business Phone

1. Allow your children to answer your business line or to record your voicemail
message.

Unless this is a hobby calling itself a business, it is never appropriate for children to
be heard on your business line. Even a day-care center or toy store needs to present
an adult on the other end of the line (they're the ones with the money) with a
professional, competent and confident image.

2. Play loud music or audio on your voicemail message or in the background.

Hire a professional if you want something more specific on your voicemail. The
quality of the recording equipment in most voicemail systems is not up to hip-hop or
the sound of "Gunsmoke" in the background.

3. Mumble. Shout. Whisper. Babble.

Become aware of how you sound on the phone. Speak clearly and at a tempo and
volume that is appropriate to the conversation or the voicemail message.

(As an added exercise to increase your awareness, pay attention to the differences in
the way you communicate when on business calls compared to personal calls. How
can you incorporate the best of both to increase the effectiveness of your phone
communications?)

4. Answer the phone in your sleep.

If you must have an afternoon nap, or your business schedule is such that you work
odd hours, use your voice mail or answering machine to take messages. Sounding
fuzzyheaded or hung over at an hour when a client might call does NOT present a
professional image.

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5. Multitask.

The person on the other end of the line is the single most important person in your
life at that moment he is a prospective client, a dissatisfied (or satisfied) customer,
an important supplier or a treasured colleague. Pay attention they deserve it! And
take good notes.

6. Let your attention wander.

Erma Bombeck once said that it seems rather incongruous that in a society of
supersophisticated communication, we often suffer from a shortage of listeners.
Practice listening. The voices in your head won't go away they'll talk to you any
time.

7. Ignore your messages.

Business calls should be returned within 24 hours; personal calls within 48 hours.
Period.

8. Use a generic voicemail greeting.

Each morning, record a new greeting on your voicemail. For example: "Thanks for
calling Riggs Coaching. It's Monday, September 3, 2002. I will be out of the office all
day, but if you leave your name, phone number with area code, and a brief message,
I will return your call within 24 hours. Have a great day!" It gives the impression that
you are actively participating in your business on a daily basis, and that you want to
respond to your callers in a timely fashion.

9. Hang up first.

It is the caller's responsibility to hang up first. If they don't disconnect in a reasonable

period of time, ask them if there is anything else you can do for them. If they say no,
then gently disconnect from the call.

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10. Allow phone solicitors to distract you from your work.

By federal law, any phone solicitor must immediately comply if you respond to their
call with a request to remove you from their call list. If you swear at them, they will tell
their co-workers about it during break, and everyone will laugh at you.

IV. How to act in different situations

IV. a. Making an out going business call

Before making an outgoing call make sure you always have:

Clarified in your mind the reason or objectives for the call.

The correct documents to hand.
A message pad and pen/pencil near the telephone.
The phone number/extension.
The name of the person you are calling/a second contact, i.e. Secretarys
name.
A note of the points you wish to raise.

IV. b. Points to remember when receiving a call

How long was it before the call was answered?

Never leave a phone ringing for more than four rings

How was the call answered?

Make clear who you are and who the company is. Create a welcoming atmosphere
straight off

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Was there any distractions?
If someone is on the phone never interrupt. Leave a small message or wait. If you are
the one receiving the call, avoid doing other tasks at the same time. Concentrate on
the caller!!

If the call was transferred, did you send it to the right person?
Know your office departments and the people within them. Have a list on hand with
departments, names , extension numbers and specific job titles. Never pass a client
from one person to another.

Did I put them on hold? How long?

Never leave a caller on hold for long periods of time. If you are going to take time to
help a caller as for their telephone number and call them back when you are able to
help.

IV.c. Leaving a message

Sometimes, there may not be anyone to answer the telephone and you will need to
leave a message. Follow this outline to make sure that the person who should
receive your message has all the information he/she needs.

1. Introduction - - - - Hello, this is Ken. OR Hello, My name is Ken Beare (more

formal).
2. State the time of day and your reason for calling - - - - - It's ten in the
morning. I'm phoning (calling, ringing) to find out if ... / to see if ... / to let you
know that ... / to tell you that ...
3. Make a request - - - - Could you call (ring, telephone) me back? / Would you
mind ... ? /
4. Leave your telephone number - - - - My number is .... / You can reach me at
.... / Call me at ...
5. Finish - - - - Thanks a lot, bye. / I'll talk to you later, bye.

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Here's an example of message

Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I'm afraid I'm not in at the
moment. Please leave a message after the beep..... (beep)

Ken: Hello Tom, this is Ken. It's about noon and I'm calling to see if you would like to
go to the Mets game on Friday. Could you call me back? You can reach me at 367-
8925 until five this afternoon. I'll talk to you later, bye.

As you can see, leaving a message is pretty simple. You only need to make sure that
you have stated all the most important information: Your Name, The Time, The
Reason for Calling, Your Telephone Number

IV. d. Getting people to slow down

One of the biggest problems is speed. Native speakers, especially business people,
tend to speak very quickly on the telephone. Here are some practical tips to get
native speakers of English to slow down!

Immediately ask the person to speak slowly.

When taking note of a name or important information, repeat each piece
of information as the person speaks.

This is an especially effective tool. By repeating each important piece of

information or each number or letter as the spell or give you a telephone
number you automatically slow the speaker down.

Do not say you have understood if you have not. Ask the person to
repeat until you have understood.

Remember that the other person needs to make himself/herself understood

and it is in his/her interest to make sure that you have understood. If you ask a
person to explain more than twice they will usually slow down.

Koncilia. 2005 17
 If the person does not slow down begin speaking your own language!

A sentence or two of another language spoken quickly will remind the person
that they are fortunate because THEY do not need to speak a different
language to communicate. Used carefully, this exercise in humbling the other
speaker can be very effective. Just be sure to use it with colleagues and not
with a boss :-)!

V. How can I train myself?

Exercises for Practising Speaking on the Telephone

The most important thing about practicing telephone conversations is that you
shouldn't be able to see the person you are speaking to on the phone. You may ask,
'How can I do that if I am practicing with a friend or another classmate?' Here are a
few suggestions for practicing phone calls without looking at your partner:

If you are in the same room - Put your chairs back to back and practice
speaking on the phone, you will only hear the other person's voice which will
approximate a telephone situation.
Use the telephone - This is pretty obvious, but really not used that often. Give
your friend a call and practice various conversations (role plays).
Use internal office phones at work - This is one of my favorites and great for
business classes. If your class is on site (at the office) go to different offices
and call one another practicing conversations. Another variation is for the
students to go into another office and have the teacher telephone them
pretending to be a native speaker in a hurry. It's then up to the students to
make sure they have communicated what they need, or understood what the
caller wants. This exercise is always a lot of fun - depending on how good your
teacher is at acting!

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 Tape yourself - If you are practicing alone, tape standard answers and then
practice using the tape recorder stopping and starting to simulate a
conversation.
Real life situations - Businesses are always interested in telling you about
their products. Find a product you are interested in and research it over the
telephone. You can ...
o call a store to find out the prices and specifications.
o ring the company representative to find out details on how the product
works.
o telephone a consumer agency to find out if the product has any defects.
o call customer service to find out about replacement parts, etc.

VI. Success on the telephone

You have few problems reading the language or understanding others. But
telephoning in English? That's when you start to panic. This is understandable. You
can't see the other person, and voices are often more difficult to understand on the
phone. All is not lost, however. There are some simple steps you can take to improve
your telephoning skills.

1. Don't panic. This is easier said than done, but really is the key to success. You
must lose your fear of the phone. Make at least one call a day in English to a friend
just to practice. Repeat to yourself: "Telephoning in English is easy." Positive thinking
can work.

2. Learn key vocabulary. Learn the vocabulary listed below. Alternatively, copy
them and put them next to your phone at work, or take them with you when you're
travelling.

3. Learn some key phrases. As well as key words, there are certain standard
phrases that come up again and again on the phone. Learn them and use them!
Don't try to be too clever on the phone; stick to the standard phrases.

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4. Start and finish well. A confident opening is important. Say clearly, and not too
quickly, who you are and why you are calling: "This is Boris Schrder from
Dsseldorf. I'm calling about your order for ...Try to avoid saying "My name is ..."; this
sounds less professional. At the end of the call, remember to thank the other person:
"Thanks for your help." If they thank you, the answer is "You're welcome", not
"please".

5. Learn to control the call. Native speakers of English often speak too quickly and
not clearly enough. Make sure you know how to stop them or slow them down.
Phrases such as: "I'm sorry, I didn't catch that" and "I'm sorry, could you speak a little
more slowly" will help you to control the situation. Don't be embarrassed to stop your
partner; remember, your English is almost certainly better than their German.

6. Listen carefully. Listen to the vocabulary and phrases that your partner uses.
Often you will be able to say the same things later in the same conversation. Your
partner won't notice what you are doing, but you will feel good that you have
activated your passive vocabulary.

7. Soften your language. German-speakers often sound impolite in English because

they are too direct. "Would" and "could" are the two key words. "I'd like to speak to
Jane Brown, please" is much better than "I want to ...".

8. Create a positive atmosphere. Smile when you are on the phone. It really does
make a difference to the way you sound. And the impression you create can make a
big difference to your chances of business success. If you are unsure how you sound
on the phone, record yourself during a conversation. You may be surprised by the
result.

9. Learn to spell. Do you know the telephone alphabet in English? If not, learn it. It is
important not only to know how to say the individual letters, but also to be able to
check them: "Was that I for India or E for Echo?" (Don't say "E like Echo".)

10. Give yourself time. If you want to make a call, you can prepare beforehand. But
what happens when your phone rings and suddenly someone is speaking English?
No problem. If you feel uncomfortable and need time to prepare your thoughts,

Koncilia. 2005 20
simply say: "Sorry, could I ring you back in five minutes, I'm in a meeting at the
moment."

VII. Practical Part

VII. a. Taking notes

Always take notes when talking on the phone.

Take a look at the following example:

(for additional copies see Appendix)

Telephone Message

TIME.DATE..

CALL FROM.

TO.

SUBJECT..

SIGNED..

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VII. b. Tasks

Task 1:

Choose the missing words from the box:

1. Hello, whos that ........................ ?

2. Just a ..................... , please.
3. Ill ........................... if shes here.
4. Ill get the information you want; ................................, please.
5. You asked me to ............................... when I was in town again.
6. Sorry, hes not .............................. at the moment.
7. You can ............................... him any evening ................................ six
oclock.
8. Well, I can ring ...................................... later if its convenient.

after back calling hold the line in

moment reach ring up see

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Task 2:

Choose the best answer:

1. Id like to speak to Mr. James, please. A. Yes.

B. Im afraid hes not here at the

moment.

C. Well, you cant.

2. Can I speak to Mr. James , please? A. Hold on, please.

B. Dont go away.

C. All right.

3. Could I speak to Mr. James, please? A. Whos calling?

B. Who are you?

C. Whats your name?

4. Whos speaking? A. Im Mark Bentley.

B. This is Mark Bentley here.

C. Mark Bentley speaking.

5. Can I ring you back later? A. Yes, ring me.

B. Yes, please do.

C. Of course, yes.

6. When can I reach you? A. One hour.

B. When you want.

C. Ill be in all evening.

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Task 3:

Complete the following conversations with phrases from the list below. Use each
phrase only once.

1...................................................................................................................................

Good morning. Could I speak to Jane Lewis, please?

2. ..................................................................................................................................

Lesley Winwood.

3. ..................................................................................................................................

She said shed be in all morning.

4. ..................................................................................................................................

Jane Lewis.

5. ..................................................................................................................................

Ah yes, Ms. Winwood, its about ... Carl Anderson.

6. ..................................................................................................................................

Lindberg, did you say?

7. ..................................................................................................................................

Theres no one here by that name.

8. ..................................................................................................................................

Yes, its 08464624.

9. ..................................................................................................................................

Thats all right.

Anglo-Swiss Travel, Heidi Richter.

Morning. Could I speak to John Peat?

10. ..................................................................................................................................

Peat.

Koncilia. 2005 24
11. ..................................................................................................................................

Oh, hello Steve. How are things?

12. ..................................................................................................................................

13. ..................................................................................................................................

Yes, they are the ones we discussed: the 12th and the 19th.

14. ..................................................................................................................................

Of course. Bye now.

a. Yes, thats right.

b. Yes, hold on the line and Ill put you through to him.
c. Good. Youll confirm that to me in writing.
d. You asked me to call as soon as possible.
e. Hold the line, please, and Ill see if shes in.
f. Whos calling, please?
g. Morning, John. Steve Jones here.
h. Oh, isnt there? Could I check the number?
i. Fine. You asked me to call back about the Geneva group.
j. Could I speak to Mrs. Lindberg, please?
k. Hello, I can connect you now.
l. Reynolds bicycles, good morning.
m. Oh, Im sorry. I must have dialled the wrong number.
n. Yes, can you confirm the dates now?

Koncilia. 2005 25
VII. c. Role Plays

Role Play 1: Requesting Travel Information

Student A:

Choose a city in your country. You are going to travel to this city for a business
meeting over the next weekend. Telephone a travel agency and reserve the
following:

Round-trip flight
Hotel room for two nights
Restaurant recommendation
Prices and departure times

Student B:

You work in a travel agency. Listen to student A and offer him/her the following
solutions:

Round-trip flight: Air JW $450 Coach, $790 First Class

Hotel room for two nights: Hotel City $120 a night in the downtown area, Hotel
Relax $110 a night near the airport
Restaurant Recommendation: Chez Marceau - downtown - average price $70
a person

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Role Play 2: Product Information

Student A:

You need to purchase six new computers for your office. Call JA's Computer World
and ask for the following information:

Current special offers on computers

Computer configuration (RAM, Hard Drive, CPU)
Guaranty
Possibility of discount for an order of six computers

Student B:

You work in at JA's Computer World answer student A's questions using the following
information:

Two special offers: Multimedia Monster - with latest Pentium CPU, 256 RAM,
40 GB Hard Drive, Monitor included - $2,500 AND Office Taskmaster -
cheaper CPU, 64 RAM, 10 GB Hard Drive, Monitor not included - $1,200
1 Year guaranty on all computers
Discount of 5% for orders of more than five computers

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Role Play 3: Leaving a Message

Student A:

You want to speak to Ms Braun about your account with her company, W&W. If Ms
Braun isn't in the office, leave the following information:

Your name
Telephone number: 347-8910 (or use your own)
Calling about changing conditions of your contract with W&W
You can be reached until 5 o'clock at the above number. If Ms Braun calls
after 5 o'clock, she should call 458-2416

Student B:

You are a receptionist at W&W. Student A would like to speak to Ms Braun, but she
is out of the office. Take a message and make sure you get the following information:

Name and telephone number - ask student A to spell the surname

Message student A would like to leave for Ms Braun
How late Ms Braun can call student A at the given telephone number

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Role Play 4: Selling Your Product

Student A:

You are a salesperson for Red Inc. You are telephoning a client who you think might
be interested in buying your new line of office supplies. Discuss the following
information with your client:

New line of office supplies including: copy-paper, pens, stationary, mouse-

pads and white boards
You know the customer hasn't ordered any new products during this past year
Special discount of 15% for orders placed before next Monday
Any order placed before Monday will not only receive the discount, but also
have its company logo printed on the products at no extra charge

Student B:

You work in an office and receive a telephone call from your local office supplier. As
a matter fact, you need some new office supplies so you are definitely interested in
what the salesperson has to offer. Talk about the following:

New pens, stationary and white boards

Do they have any special offers
You would like to place an order for 200 packages of copy paper immediately

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Role Play 5:

Student A: Your boss is on a business trip. It is now Thursday evening and your
boss calls you to find out what you have done. These are the things youve done:

Monday: inspect the new factory; visit Mr. Franklin

Tuesday: meeting with the new sales team; write a report on the meeting

Wednesday: talk to the export department about new delivery conditions

Thursday: make an appointment with Ms. Miller for next week

Student B: You are a department manager. You are away on business. It is

Thursday evening. You have asked your assistant to do these things while youre
away:

Make an appointment with Ms. Miller for next week

Inspect the new factory

Send some brochures to Mr. Jones

Write a report on the meeting

Visit Mr. Franklin

Talk to the export department about new delivery conditions

Go to a presentation of the new product

Have a meeting with the sales team

o phone your assistant and find out if he/she has done these things yet. If
not, ask why: Why havent you ... ?

Koncilia. 2005 30
Chinese Whisper (Stille Post)

Walk up to a person across the room and pretend to call him/her. Tell him/her your
name and the purpose why you are calling (e.g. Hello, my name is Mr. Johnson. etc).
Use the vocabulary and phrases youve learned before.

Then sit back down. Dont forget what youve told the person!

Now the other person youve called does the same you did before with another
person.

Repeat the proceidure until everybody had his/her turn.

Check what comes out at the end and compare it to the first call.

Koncilia. 2005 31
APPENDIX

Phonetic Alphabet

Letter American German English

A Abel Anton Andrew

rger
B Baker Berta Benjamin
C Charlie Caesar Charlie
CH Charlotte
D Dog Dora David
E Easy Emil Edward
F Fox Friedrich Frederick
G George Gustav George
H How Heinrich Harry
I Item Ida Isaac
J Jig Julius Jack
K King Kaufmann King
L Love Ludwig Lucy
M Mike Martha Mary
N Nan Nordpol Nelly
O Oboe Otto Oliver
konom
P Peter Paula Peter
Q Queen Quelle Queenie
R Roger Richard Robert
S Sugar Samuel Sugar
Sch Schule
T Tare Theodor Tommy
U Uncle Ulrich Uncle
bermut
V Victor Viktor Victor
W William Wilhelm William
X X Xanthippe Xmas
Y Yoke Ypsilon Yellow
Z Zebra Zacharias Zebra

Koncilia. 2005 32
 Telephone Message

TIME.DATE..

CALL FROM.

TO.

SUBJECT..

SIGNED..

Telephone Message

TIME.DATE..

CALL FROM.

TO.

SUBJECT..

SIGNED..

Koncilia. 2005 33