Effective Telephoning (Part I)

1. Preparing to make a telephone call (1) Background preparation (Reading) Desk preparation Relevant documentation Notes Correspondence received Computer files on screen Pen and paper Diary 2. Preparing to make a telephone call (2) How much time do you need? How much time do you have? What are your objectives? Find out information? Give information? Who do you want to speak to? Do you have an alternative strategy if the person is not available? Call back, be called back, when? Leave a message? Speak to someone else? Write or fax or email information? 3. Preparing to make a telephone call (3) Introduction: Do you need to refer to: A previous call? A letter, order, invoice, fax, email? Someone else? (Who?) An event? (What? When?)

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4. Checklist opening a call Introduce self Ask for connection Check name of person you are calling (Small talk) Introduce subject of call Listen actively to responses

5. Language Focus: Identifying yourself

Good morning, Yasmine speaking (person receiving call) Hello, this is Yasmine Alcide from Spike British School. (caller) Hello, my name is Yasmine Alcide. Im calling from Spike British School. (caller) Hi, its Yasmine from Melbourne. (caller, informal) Hi, Yasmine here. (caller, informal)
6. Language Focus: Saying who you want to speak to

Id like to speak to Mr. Jones, please. Could I have the Accounting Department, please? Could you put me through to Mrs. Weaver, please? Could I have extension 234, please? Could I speak to someone in the Accounting Department? Is Mr. Robinson there, please?
7. Language Focus: Leaving a message

Could you give him/her a message? Can I leave him/her a message? Please ask him/her to call me back. My number is Please ask him/her to ring me back. Please ask him/her to get back to me.
8. Language Focus: Explaining the purpose of your call

Im phoning about The reason Im calling is I need some information about Its in connection with Id like to Im ringing to.

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9. Sample Phone Dialogue 1: Formal Receptionist: Howard Engineering. How can I help you? Caller: This is James Harvey. Could I speak to Joshua Reynolds? Receptionist: Im sorry, I didnt catch your name. Caller: James Harvey. Receptionist: Could you tell me what its about? Caller: Its in connection with a new order. Receptionist: Just a moment, Ill put you through. 10. Sample Phone Dialogue 2: Informal Max: Max speaking. Leslie: Leslie Taylor here. How are you? Max: Fine, and you? Leslie: Not too bad. Pretty busy actually. Max: I know what you mean. So, what can I do for you? Leslie: The reason Im calling is to try and fix a meeting early next month. 11. Preparing for incoming calls If you are expecting a call: Try to think of what the person will be talking about Try to predict what the person might say Try to anticipate what the person might ask Think about what you need to ask Check possibly relevant information before the call If you are not expecting the call: Say you will call back Prepare for the call Call back when you are ready

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12. Telephone terminology (1) People: Caller Switchboard operator Operator Numbers: Local, national, international code Extension Direct line Home number, office/work number Calls: Long distance Local International Collect (USA) / Reverse charge (UK) Problems: Bad line Engaged (busy) Cut off Off the hook Actions: Pick up Put down Hold on Hang up Dial / redial

13. Language Focus: Asking for repetition

Sorry, I didnt catch your name / your number Sorry, could you repeat your name / number / etc. Sorry, I didnt hear that. Sorry, I didnt understand/get that. Could you spell that?
14. Language Focus: Acknowledging repetition

Ok, Ive got that. (Ms. Ventura.) I understand. I see, thank you.

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15. Language Focus: Saying someone is not available

Im sorry, he/she is not available (right now). Sorry, he/shes away for the week. Sorry, he/shes not in. Im afraid he/shes in a meeting (at the moment). He/shes in Paris. He/she wont be back until Monday.
16. Language Focus: Taking messages

Can I take a message? Would you like to leave a message? If you give me your number Ill ask him/her to call you later. Shall I ask him/her to call you back?
17. Language Focus: Offering to help in other ways

Can anyone else help you? Can I help you perhaps? Would you like to speak to his/her assistant?
18. Spelling Be careful of the pronunciation of the letters A, E and I How do you spell your name and address? How do you give your phone number? 19. Grammar Focus: Modals Verbs (1) We can use shall + infinitive to offer help and to make suggestions Offering help: Shall I take a message? Shall I ask him to call you back? Making suggestions: Shall we meet next week, then? Shall we set up another appointment? Note that we can only use Shall I ? and Shall we ? in this way. (*Shall he, *shall you, *shall they would not be possible.)

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20. Grammar Focus: Other ways of offering help or making suggestions There are other phrases we can use in English to make suggestions:

Would you like me to ask him/her to call you back? Why dont I ask him/her to call you back? What if I ask him/her to call you back? Can I get him/her to call you back? What can I do for you? Can I put you through to his/her assistant?
21. Grammar Focus: Modals Verbs (2) We use can, could, will, and would to ask people to do things:

Can you give him a message for me? Could you give him a message for me? Will you give him a message for me? Would you give him a message for me?
Note that can and will are more direct than could and would. 22. Grammar Focus: Modals Verbs (3) We use can, could and may to ask for permission:

Can I leave a message? (= is it possible) Could I leave a message? (= would it be possible) May I leave a message? (= do you give me permission)

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