Effective Telephoning (Part I)

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.
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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