Interm Tutor 6 Juni 08 Chapter 4 Telephone Skills

CEFORA CEVORA Business English - Intermediate
4. Telephone skills
Conversation between a bank Customer Service Representative and a client

Banking vocabulary
Discussion
Role play
Discussion
Role plays
Note the message
Vocabulary - word combinations
Word quiz - Telephone Terms
Answering machines
Discussion
Role play
Spelling names and addresses
Tips & tricks
English Phonetic Alphabet
Role play with mobile phones
Communication problems
Tips & tricks: Telephone etiquette
Formal vs. Informal English on the phone
A few examples
Quiz - Are you telephone-addicted?
Discussion
Telephoning - Key words and phrases
12. Calling the Pan-American Bank (American English)

13. Answering machines
14. Connecting people
Transcripts of the listening comprehension exercises
For this chapter, working with the learners mobile phones (or company phones if mobiles
are not available) is a real plus. However, if its not possible, let learners work back to back
for role-plays.
This material belongs to CEFORA-CEVORA Juni 08 Tutor - 50
12. Calling the Pan-American Bank

Please listen to the conversation between a bank Customer Service Rep. and a client.
(This conversation features American English terms and accents.)
Banking vocabulary
the balance the amount of money you have on your account
an ATM an automatic teller machine
an ATM card a card that can only be used to take out cash from the ATM machine
to draw out money to take money from your account
a checking account a type of bank account, for day-to-day transactions
a savings account any bank account that pays more interest than a checking account
the interest rate the general term for the cost of borrowing money
an overdraft a minus balance
a bounced check when the amount of the cheque exceeds the money the person has at the bank
the overdraft coverage your checking account is linked to your savings account to avoid bounced
checks (US): money is drawn out of your savings account to cover any
overdraft in your checking account
American English British English

a checking account a current account
a wire transfer a giro transfer
a check a cheque

Banking vocabulary
Please fill in the blanks with the banking vocabulary below (American English):
bounced check - ATM card - account statements - balance checking -
financial institution - PIN savings - wire transfer interest rate
1. When you want to withdraw money from a machine, you need to use an ..
2. You will find all your banking activities on your ....
3. A bank is also called a ..
4. When you want to send money to another account, you can make a
...
5. In order to withdraw money from an ATM machine, you need to enter your ...
6. If you need to know how much money you have on your account, you need to ask for
your ..
7. A check with insufficient funds is called a ..
8. When you put money aside, usually you put it on a . account.
9. Your salary arrives on your ... account.
10. Banks try to offer the best ... for saving accounts.
Answers:
1. ATM card 2. account 3. financial 4. wire transfer 5. PIN

statements institution
6. balance 7. bounced 8. savings 9. checking 10. interest rate
check

Discussion
For your account balance, press one
Are you familiar with automatic answering systems when phoning a company?
Where do you most often encounter these?
As a customer, what do you think of them? Do you find they are user friendly?
Does your company use one to filter and dispatch incoming calls? Why (not)?
Role plays preparation

a) Please put your first name and mobile number on two separate sheets of paper.
Give them to the tutor, who will put them in a bowl or a bag.
b) During the listening comprehension, you heard the following phrases:

Thank you for calling Pan-American Bank, Kelly speaking.
Mary Howard on the phone
Hold on a minute please
There are many typical expressions you can use on the phone; weve listed the most usual
ones at the end of this chapter see telephone key sentences. Please go over them with the
tutor, and ask for the ones you dont know.
If you wish, you can cut the sentences in cards, and keep them on your desk at the office, so
that if someone calls you in English, you have all your key sentences ready before you. After
a while, youll know them all by heart.
Now youll have to start using them See role-play on the next page.
(For next role-play)

Callers scripts - You want to tell John Texel that
- youll be late for the meeting because youve had a small car accident (nothing serious);
- you wont attend the meeting because, unexpectedly, you have an important
presentation to prepare;
- you have to leave the country for a last minute business trip and youll have to take the
afternoon off in order to get your passport from home
- you have to replace a sick colleague at a convention, and you need some important
figures from John urgently; so could he please call her back its urgent;
- (you can surprise your partner by imagining a message to leave!)

Role-play
Please go over the following sample conversation with the tutor.
Sample conversation
Reception: Goldman & Taxes, good morning. How can I help you?
Caller: This is Alice Johansson calling. / Alice Johansson here.
Is John Texel there? / Can I speak to John Texel please?
Reception: Sorry.
John's not here at the moment. / John's busy right now.
Would you like to leave a message?
Caller: Well, yes; please tell him that *
Reception: Ill let him know you called, and Ill make sure he gets the message.
Caller: Thanks. I have another call coming through. Id better run.
Reception: Bye now.
* Callers have to leave a message; see Callers scripts on the page before; dont read them now.
Pair work: Please reproduce this sample conversation with another learner. Then change
partner and repeat the exercise.
Callers have to leave a message; receptionists have to fill in the grids below and note 4
different messages.
If you work with real phones: draw a name and number each time from the bowl or bag.
If not, work back to back: in real life, you dont see the person when talking over the phone.
After the game, compare the messages of the receptionists to see if they look alike.
Receptionists please note the message:
From: To: From: To:
Message: Message:
From: To: From: To:
Message: Message:

Vocabulary - Please say which word combinations are possible and which ones are not:
to answer box Answers:

to be on to answer call 1. to call; 2.
to call to give someone booth to dial, to
to dial the/a to dial a call a phone bill have; 3. a
to hang up phone to make book cell
to have someone on to have cell
pick up to receive number
Word quiz - Telephone Terms

Here are words that can be used when talking about phoning.
Can you match each of them with the correct definition?
dial tone - call back/phone back - dial - phone booth/pay phone caller -
answering machine - operator engaged tone - receiver - cellular phone/cell phone
1. You can record a message on it if the person you are calling isn't ready to take your call.
2. A beeping sound that tells the caller that the other person is already on the phone.
3. The person who telephones.
4. To call someone who called you first.
5. A telephone that you can take with you away from your house; mobile phone.
6. To press the buttons on the phone.
7. The sound the phone makes when you pick it up.
8. A person whose job is to answer the phone.
9. A place where you can pay to use a telephone in public.
10. The piece on the phone that you speak into and listen from.
Answers: 1. answering machine 2. engaged tone 3. caller 4. call back/phone back 5. cellular
phone/cell phone 6. dial 7. dial tone 8. operator 9. phone booth/pay phone 10. receiver

13. Listen to a few answering machines
New vocabulary:
Discussion
At the office, do you have a voice mail on when youre not in?
In English, what would it say? You can write it down here and practise afterwards.
Then register it on your mobile phone and listen to it.

Is it understandable? Is the tone of your voice loud enough? Is the language correct?
Let another learner or the tutor hear it
Role play
Group activity
Away from the group, a learner leaves a message in English on another learners mobile - he
has to think of something. For example:
Hi, this is (name). Look, Ill probably be late for the meeting this afternoon,
because Im still at lunch with my client. Can you warn the boss and say Ill be
there around half past three? Thanks. Ill owe you one!
When its done, the owner of the mobile listens to his/her message.
He then whispers the message in another learners ear, and so on, until everybody has heard it.
The last learner to have received the message re-tells it to the class.
Is it correct? Is all the information there?
Afterwards, learners in turn listen to the initial message Youll be surprised how
information can change when passing from one person to another!

Spelling names and addresses

Write your e-mail address or the address of your company website on a piece of paper and
hand it over to the tutor, who will put it in a bag. Each learner in turn draws one, and tries to
spell the e-mail address on it. The other learners have to write down the address being spelt.
Afterwards, you can fill in the following grid: using your own way, write the
pronunciation of the following letters or symbols:
a i w \
e j y .
g k @ -
h r / _
Tips & tricks A Alpha J Juliet S Sierra

B Bravo K Kilo T Tango
When spelling a name or address over the phone, C Charlie L Lima U Uniform
D Delta M Mike V Vicotr
it is sometimes very useful to use the
E Echo N November W Whisky
English Phonetic Alphabet:
F Foxtrot O Oscar X X'Ray
G Golf P Papa Y Yankee
Try to spell your first name H Hotel Q Quebec Z Zulu
II India R Romeo
American English British English

a cell phone a mobile phone

Role play with mobile phones

Pair work
The class is divided into As and Bs.
Away from A, B leaves a message on As mobile: B chooses one of the characters below, and
leaves a message accordingly.
For example: B chooses the character: an angry wife / husband. The message could be:
Hi Andrew, its me AGAIN; just to tell you that Im fed up with your long working
hours. Our guests for dinner have all arrived; everybodys here but YOU. So youd
better get here ASAP or Ill have the locks changed!!!
When listening to his/her message, A has to find which character B was playing
Its not as easy as it seems! Afterwards, exchange roles.
Bs cards: characters
a very polite supplier a nice client
an overworked secretary an irate customer
a demanding boss an angry wife / husband

Communication problems - Pair work

The sentences below are all related to communication problems. Please regroup them
according to the problem, and put them together in the right boxes below.
1. He hadnt got a clue. 9. He misinterpreted what I said.

2. He was asking for two contradictory things. 10. I asked if he could speak up.
3. There was interference on the line. 11. He was at sea, really.
4. We had a slight misunderstanding. 12. His request was completely beside the point.
5. I couldnt hear him properly. 13. The line was a bit crackly.
6. He had no idea what he was talking about. 14. He misunderstood me.
7. He was completely incoherent. 15. He didnt know.
8. He wasnt able to tell me what he wanted. 16. There must be some sort of
misunderstanding.
Misunderstanding: Telephone line problems:
The caller doesnt know what he wants: The caller is a bit lost:
Answers - matching key sentences:
Misunderstanding: Telephone line problems:

He misunderstood me. There was interference on the line.
There must be some sort of misunderstanding. The line was a bit crackly.
We had a slight misunderstanding. I couldnt hear him properly.
He misinterpreted what I said. I asked if he could speak up.
He didnt know what he wanted: He was a bit lost:

He wasnt able to tell me what he wanted. He had no idea what he was talking about.
His request was completely beside the point. He didnt know.
He was asking for two contradictory things. He was at sea, really.
He was completely incoherent. He hadnt got a clue.

Tips & tricks: Telephone etiquette (manners)
Its vital to take the time to learn how to answer the phone and say goodbye in a polite
manner. Why?
Although some of your telephone conversations at the office can be very casual -
with colleagues for instance -, some have to be more formal with clients, with
the management, etc.
The way you speak to a colleague on the phone is very different from the way you
should speak to a client, especially if its the first time you talk to the person.
As a non-native English speaker, you could make the classic mistake of being too direct on
the telephone, which could result in the other person on the line thinking that you are being
rude. Thats why you have to use formal language. Sometimes just one word such as "could"
or "may" can make the difference and raise the language level of the conversation. Here are a
few other tips:
Formal vs. Informal English on the phone
Usually, formal language uses more words, and sentences are longer:
a) Hold on a sec.! = informal

b) Please hold and Ill put you through to his office. = more formal
Notice also the use of polite words in more formal language, such as please.
Also, in formal language, expressions used are softer:

could, may, might instead of can;
use of would:
a) Morning, what can I do for you? = informal

b) Good morning, how may I help you? = more formal
a) Hi, is Tom in? = informal
b) Good morning, would Tom be available? = more formal

14. Connecting people - listen to a few examples and fill in the blanks.
1.
- Oxipearl, good afternoon. How can I help you?
- Hello, Id like to place an order please.
- ....
2.
- ....
......
- Thanks for waiting, Alicia speaking. How can I help you?
3.
- Hello, Tom here, is Tim in?
- ....
4.
- Hi, its Alicia. Can I talk to John please?
- ....
5.
- Good afternoon, Henri Marshall on the phone. May I talk to Mrs. Thomson please?
- ....
6.
- Good morning. Tim Burns on the phone. Could you put me through to Mrs. Thomson
please?
- ....
7.
- Pepperoni Pizza. What can I do for you?
- Hello, Id like to order a pizza.
- ....
From what youve read earlier in the Tips & tricks about Telephone etiquette, which
sentences are formal and which ones are informal? Why? Can you spot specific words?
Answers: 1 and 2 are average formal (hello, can, please); 3, 4 and 7 are informal (a sec.; to
get; ; hang on,); 5 and 6 are more formal (could, may, please).

Are you telephone-addicted?

This little questionnaire should help you answer this question. Please tick the sentences
that best fit your telephone behaviour at work:
How many phone calls do you make / receive a day?

O I really couldnt say, Im always on the phone with colleagues
and/or friends
I practically never make nor receive any phone calls, and its for
the best because I dont really like it.
between five and fifteen, Im not sure.
Do you know by heart ? Do you own and use:

O all your colleagues extensions and friends numbers; an answering machine;
the number of your boss and the HR; O a fax machine;
numbers of colleagues (and clients/suppliers) you a mobile phone;
often work with; O a videophone;
the reception number; none of these?
a few among these.
Do you enjoy receiving / making phone calls?

the telephone is just a working tool; moreover I feel people often ring for nothing and waste
my time with matters that can be solved by themselves;
yes, its a pleasant way to get work done.
O yes, I enjoy talking to people over the phone and it makes the working day go by more
swiftly.
You arrive at the office and realise you have several messages on your answering
machine
O you listen to them and call back immediately
you first settle down and have a coffee before listening to your messages.
You dont bother; if its important, people will surely ring back.
At the office, when your phone rings

you wonder who can be calling you again; dont people have a job to do?
O you jump on it, looking forward to knowing whos calling you;
you first finish what you were doing and then pick it up after a few rings.
Concerning private phone calls at the office:

I practically never use my phone for personal reasons at work.
O 50% of my phone calls are personal; its not because one works that life has to stop, right?
I sometimes receive or give a private phone call, but its unusual.
About your mobile phone

youre using the new one your partner bought you, but you still have not found the time to
read the manual
you still have your first mobile: OK its quite old, a bit heavy and old-looking, but it still
works so why change?
O you constantly buy new ones in order to enjoy all the new technological gadgets

After having answered these questions, you should be able to place yourself in one of the
following categories:
1. If you have more O: No doubt, youre a telephone-addict!!! You couldnt live without
your phone, its quite clear If you were cast away on a desert island and had one
single object to take with you, youd grab your mobile without a doubt. Your
telephone bill must be quite spectacular Do you sometimes actually meet people?
2. If you have more : you seem to have quite a reasonable relationship with your
telephone. For you, its just a practical tool to get people connected, and pass on
information. It could mean two things: either that youre a reasonable person, or that
youre a bit shy over the phone. What do you think?
3. If you have more : without saying that you hate your phone, the least one can say is
that youre not crazy about it. Your telephone is a device that you use sparingly and
only when absolutely necessary. You often find it quite intrusive as well. You surely
must have been one of the last people to get a mobile phone (if you have any at all). Is
it just that you are refusing to live with your time or that you are a bit of a hermit?
Difficult to sayIn your wildest dreams, do you live:
a) in a world without technology or
b) in a cave?
Discussion:
a) class discussion: try to answer and discuss the questions above, in accordance with
your personal result (, or O).
b) in groups: how many phone calls have you made in the last three days? Were most of
them private or professional? How long did they last? Discuss in groups and find the
most common features about the groups behavior over the phone.
The following expressions could be helpful:
Most of us / The average is / Usually / On average / It seems that /
Apparently
c) class discussion: it seems that a too extensive use of the telephone is a recurrent
argument between parents and teenagers.
- If you are the parent of a teenager, is this your case? Why?
- When you were a teenager, were you often reproached by your parents about too high
telephone bills? Explain

Telephoning - Key words and phrases
Cut out the boxes

with the key sentences,
and keep them on your
desk; when your phone
rings, youll have
them at hand
Answering the phone

Hello? (informal)
Thank you for calling the Pan-American Bank. Kelly speaking.
How can I help you?
John Howards office (in Johns absence).
Tom here. (informal).
Introducing yourself
Hey Ally. It's Richard calling. (informal)
Hello, this is Alice Ward calling.
Hi, this is Barbara from Purchasing here.
This is she/he.* (US) / Speaking.*
* When the caller does not recognize the person on the line.
Asking to speak with someone
Is Tom in / there? (informal)
Can I talk to Mrs. Ward? (informal)
May I speak with Mr. Green, please?
Would Mrs. Ward be in / available?
Connecting someone
I'll get him (informal). One moment please.
Hang on one second / Hold on a sec. (informal)
Please hold and I'll put you through to his office.
All of our operators are busy at this time. Please hold for the next
available person.*
*often heard from automatic voice systems

Communication problems
Could you please repeat that?
Would you mind spelling that for me?
Could you speak up a little please?
Can you speak a little slower please? My English isn't very good.
Can you call me back? We have a bad connection.
Can you please hold for a minute? I have another call.
Taking a message for someone
Tom's not in. Who's this? (informal)
I'm sorry, Tom's not here at the moment. Can I ask who's calling?
Would you like to leave a message?
She's at lunch right now. Who's calling please?
She's busy right now. Can you call again later?
I'll let her know you called.
I'll make sure she gets the message.
Leaving a message with someone
Yes, can you tell her husband called, please?
No, that's okay, I'll call back later.
When do you expect her back in (the office)?
Thanks; could you ask her to call Tom when she gets in?
Thanks. My number is 02/789 52 53, extension 225.
Confirming information
Okay, I've got it all down.
Let me repeat that, just to make sure.
Did you say 02/789 52 53?
You said your name was Tom, right?
I'll make sure she gets the message.
Leaving a message on an answering machine
Hello, this is Alice calling for Tom. Could you please return my call as
soon as possible? My number is 02/789 52 53. Thank you.
Hello Tom. This is Andrew from GP&D calling. Ive been trying to call
you all day. Please give me a ring / buzz ASAP.
Finishing a conversation
Thanks for calling. Bye now.
I have to let you go now. Take care.
I have another call coming through. Id better run.
I'm afraid that's my other line. Cheers.
I'll talk to you again soon. Bye.

Transcripts of the listening comprehension exercises

12. Calling the Pan-American Bank (American English)
Answer Welcome to the Pan-American Bank. Please enter your checking account number
Machine
For your checking account balance, press one.
For your savings account balance, press two.
For information about our financial services, press three.
To be connected with an operator, press four.
..
CS: - Thank you for calling Pan-American Bank, Kelly speaking. How may I help you?
Client: - Yes, hello. Mary Howard on the phone. Id like to know the balances on several accounts,
and I have a few questions for you.
CS: - Hello Mrs. Howard. May I have the first account number and your social security number
please?
Client: - Certainly, this is just a regular checking account; the number is: 416 2297852 28 and my
social security number is 579 29 7415.
CS: - Hold on a minute please Mrs. Howard, are you certain you gave me your checking
account number? I show this account to be a savings account.
Client: - Oh, youre right, this is my savings account! Could you give me the balance on that one?
The social security number is the same.
CS: - Your balance is 3,500 dollars.
Client: - What is the interest rate on that account?
CS: - The interest is 5.3 %, which is not bad at all.
Client: - Thats right; Ive seen much lower interest rates. Could you look up my checking account
now?
CS: - But of course. No need for the number, I have all your accounts on my screen. Your
balance is 1,500 dollars.
Client: - Great! Could you tell me if I have the overdraft coverage option on those accounts?
CS: - Yes, you do. Anything else you would like to know?
Client: - No thank you, youve been very helpful. Thank you very much
CS: - Thank you and good-bye Mrs. Howard.
13. Listening to a few answering machines

- Hello. You've reached 02/789 52 53. Please leave a message after the beep. Thank you.
- Hi, this is Alice Ward. I'm sorry I'm not available to take your call. Please leave me a
message and I'll get back to you as soon as I can.
- Thank you for calling the Pan-American Bank. Our hours are 9am-5pm, Monday-Friday.
Please call back during these hours, or leave a message after the tone.

14. Connecting people -listen to a few examples and fill in the blanks.
1.
- Oxipearl, good afternoon. How can I help you?
- Hello, Id like to place an order please.
- Ill have to transfer you to our delivery department. One moment please.
2.
- Thanks for calling Maxi Carpet. All our operators are busy right now. Please hold for the
next available person.
- Thanks for waiting, Alicia speaking. How can I help you?
3.
- Hello, Tom here, Is Tim in?
- Just a sec. Ill get him.
4.
- Hi, its Alicia. Can I talk to John please?
- Hang on one second.
5.
- Good afternoon, Henri Marshall on the phone. May I talk to Mrs. Thomson please?
- Please hold and Ill put you through to her office.
6.
- Good morning. Tim Burns on the phone. Could you put me through to Mrs. Thomson
please?
- One moment please.
7.
- Pepperoni Pizza. What can I do for you?
- Hello, Id like to order a pizza.
- Ill transfer you to the take away. Hang on a sec.

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CEFORA CEVORA Business English - Intermediate

Conversation between a bank Customer Service Representative and a client

12. Calling the Pan-American Bank (American English)

Transcripts of the listening comprehension exercises

12. Calling the Pan-American Bank

American English British English

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 51

bounced check - ATM card - account statements - balance checking -

financial institution - PIN savings - wire transfer interest rate

1. ATM card 2. account 3. financial 4. wire transfer 5. PIN

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 52

Role plays preparation

b) During the listening comprehension, you heard the following phrases:

(For next role-play)

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 53

Please go over the following sample conversation with the tutor.

Receptionists please note the message:

From: To: From: To:

From: To: From: To:

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 54

to answer box Answers:

Word quiz - Telephone Terms

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 55

13. Listen to a few answering machines

Then register it on your mobile phone and listen to it.

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 56

Spelling names and addresses

Tips & tricks A Alpha J Juliet S Sierra

American English British English

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 57

Role play with mobile phones

a very polite supplier a nice client

an overworked secretary an irate customer

a demanding boss an angry wife / husband

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 58

Communication problems - Pair work

1. He hadnt got a clue. 9. He misinterpreted what I said.

Misunderstanding: Telephone line problems:

Answers - matching key sentences:

Misunderstanding: Telephone line problems:

He didnt know what he wanted: He was a bit lost:

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 59

Tips & tricks: Telephone etiquette (manners)

Formal vs. Informal English on the phone

a) Hold on a sec.! = informal

Also, in formal language, expressions used are softer:

a) Morning, what can I do for you? = informal

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 60

- Hello, Id like to place an order please.

- Thanks for waiting, Alicia speaking. How can I help you?

- Hello, Id like to order a pizza.

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 61

Are you telephone-addicted?

How many phone calls do you make / receive a day?

Do you know by heart ? Do you own and use:

Do you enjoy receiving / making phone calls?

At the office, when your phone rings

Concerning private phone calls at the office:

About your mobile phone

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 62

This material belongs to CEFORA-CEVORA Juni 08 Tutor - 63

Telephoning - Key words and phrases

Cut out the boxes