2°) Dialogues / telephoning : listen and fill in !

A°) To introduce oneself / to identify the speaker and the message / to spell out and understand difficult words / to reach a correspondent :

1) – Johnson Ltd, good morning !

- Good morning. Could you put me through to William Keyth’s office, please ?

- May I ask who’s calling, please ?

- This is Fred Barbers in Bath. I would like to make an appointment with Mr Keith next week !

- Yes, certainly, Mr Barbers ! Hold the line, please. I’ll put you through to him !

2) – Barnes and Merryl, good afternoon.

- Good afternoon. This is Ben Robbin with Steel Industries in Aberdeen, Scotland. Could you put me through to your customer service, please ?

- I’m really sorry but I didn’t catch that ! Could you repeat your name, please ?

- Yes, of course. My name is Robbin ! I’ll spell that for you : R / O / B / B / I / N.

- Ok, thank you Mr Robbin. Hold on, please. I’ll put you through to him ! (…)

3) – Smith and Clark, good morning ! How can I help you ?

- Good morning ! Could you put me through to Mr Clark who’s in charge of the HR department, please ?

- Yes, certainly ! Hold on please ! I’ll put you through to Mr Clark’s department (…)

- HR department. May I help you ?

- Yes, could I speak to Mr Clark, please ?

- Yes, certainly, may I ask who’s calling ?

- Yes, this is Tred Terry with Ericcson Industries in Oxford.

- I’m sorry but I didn’t catch that ! Would you mind repeating the name of your company, please ?

- I work for Ericcson Industries in Oxford : that’s spelled : E / R / I / C / C / S / O / N.

- Thank you very much, Mr Terry ! One moment, please (…) ! -

- Tony Clark speaking !

- Good morning, Mr Clark ! This is Fred Terry with Ericcson Industries in Oxford (…)
B°) To apologize / asking a caller to hold the line / reassuring the caller :
1) when the correspondent is not available at the moment,

2) when calling at a bad time,

2) when dealing with wrong numbers,

4) when dealing with technical difficulties or bad connections.

1) When the correspondent is not available at the moment :

- Good morning. This is Mary Bridge from Manchester. I represent “Screeno”. We’re a British company specialized in industrial softwares. May I speak to Mr Dodge, please ?

- Good morning, Mrs Bridge. I’m afraid Mr Dodge isn’t available at the moment. Would you like to leave a message ? (…)

- Good morning. This is Mrs Johnson. Is that Mr Black ?

- Good morning Mrs Johnson. You’re speaking to Mr Black’s personal assistant. My name is Jack Gordon ! I’m sorry but Mr Black won’t be in his office until next Wednesday.

He is away for business. Can I take a message ? Mr Black will contact you as soon as possible !

- No, thank you Mr Gordon, I appreciate your help but I would like to speak to Mr Black personally. I’ll try again next Wednesday ! Thank you for your help !

- You’re welcome, Mrs Johnson, I’ll tell him you’ve called !

- Thank you ! Goodbye !

- Goodbye ! (…)

- Good afternoon. UTC, HR department, Susan Morris speaking.

- Good afternoon. This is Sam Hilcole with Steel Industries in Bournemouth.

- I’m sorry sir, but we have got a very bad connection. Could you repeat your name, please ?

- Yes, my name is Hilcole. I’ll spell that for you : H I L C O L E. I’m trying to contact Mr Smith who’s in charge of the HR Department. Could you put me through to him, please ?

- I’m really sorry, Mr Hilcole, but Mr Smith has just gone out for lunch ! Could you give me your business number ? I’ll leave him a message ! Without fail !

Mr Smith will call you as soon as he is back in his office.

- That’s fine ! My number is 0378.434.42.79.

- Good, 0378.434.42.79 !

- That’s right The dialling code is 0378 ! Thank you for leaving Mr Smith the message !

- Don’ t mention it, Mr Hilcole ! You can rely on me. I’ll see to it personally !

- Thank you very much ! It was nice talking to you ! Goodbye !

- It was my pleasure, Mr Hilcole, goodbye ! (…)

 2) When calling at a bad time :

- Mrs Barn’s office ! How can I help you ?

- Good morning. This is Terry Gerrard. I represent Topix. We‘re a British company specialized in HR services and consulting. I would like to talk to Mrs Barn.

We have got important matters to discuss. Could you put me through to her, please ?

-I’m really sorry but Mrs Barn is busy in an important meeting at the moment and I cannot disturb her ! Would you like to leave a message ?

- Please excuse me for being so insistent but I really need to talk to her ! It’s urgent !

- Yes, I understand Mr Gerrard, I’m very sorry about this but could you call back in a few minutes ? This meeting will not take long and Mrs Barn should be back

any minute now !

- Ok, good ! I’ll do that ! I’ll ring again later this morning !

- I’m sorry that I couldn’t be of any more help, Mr Gerrard !

- It doesn’t matter ! Thank you !

- You’re welcome ! Goodbye (…)

3) When dealing with wrong numbers :

- Smith and Co, good afternoon ! May I help you ?

- Good afternoon. This is Brian Lynch from Liverpool. Could I speak to Mrs Pierce, please ?

- I’m sorry sir, but there’s nobody here by that name ! You must have dialled the wrong number, I’m afraid ! Our number is 54.341.52.88. What number are you

calling ?

- I’m calling 54.341.42.88 ! Sorry ! I have the wrong number ! Please accept my apologies !

- Not at all Mr Lynch ! Goodbye ! (…)

 4) When dealing with technical difficulties or bad connections :

- Clark and Simon ! Liz Burel speaking ! How can I help you ?

- Good afternoon Mrs Burel. This is Jerry Northman. That’s spelled : N / O / R / T / H / M / A / N. I would like to make an appointment with Mr Cole, please !

- Hello, hello, Mr Northman ? Can you hear me ? We’ve got a very bad connection, I’m afraid ! There’s interference and static on the line. I can hardly hear you !

- Yes, the line is very bad. I can’t hear you very well ! I’ll call you back in a moment !

- All right, Mr Northman ! (…)

(a few minutes later)

- Clark and Simon ! Liz Burel speaking !

- Hello, Mrs Burel ! Jerry Northman speaking !

- Mr Northman ! Right ! I’m afraid the line was very bad but I can hear you better now ! Please accept our apologies ! How can I help you ?

- I met Mr Cole in London last month and I would like to make an appointment with him next week.

- Yes, certainly, Mr Northman. Let me see … I’ll just check his appointment book. Hold on, please ! Mr Cole is free on Wednesday, September 18, in the morning !

Would 9 o’clock be all right with you ?

- Good ! That’s fine !

- All right, Mr Northman. We’ll look forward to seeing you on Wednesday, September 18 at 9 o’ clock !

- Yes, that’s fine ! Thank you for your help !

- You’re welcome ! Goodbye !

- Goodbye !
C°) To apologize :

1) When postponing an appointment 2) When cancelling an interview or a meeting

1) Postponing an appointment :

- UTC, HR Department, Mrs Mulway’s office. May I help you ?

- Good morning. This is Brian Murdoch. I was supposed to meet Mrs Mulway for a job interview planned for 2 August at 11.30. Unfortunately, due to technical

reasons, I won’t be able to meet her as arranged. I’m really sorry I couldn’t call you earlier. Do you think we could arrange for another interview ?

- Yes, certainly, Mr Murdoch ! One moment, please. Hold the line. I’ll check with Mrs Mulway’s schedule. Let me see … When would it be possible for you

to come ? Shall we say Wednesday 4 August at 3 o’clock ?

– No, I’m sorry but I can’t make it on Wednesday !

- How about Thursday 5 August at 2 o’clock ?

- Yes, that’s fine !

- All right, Mr Murdoch. We’ll look forward to seeing you on Thursday, August 5 at 2 o’clock !

- Yes, that would be fine ! Thank you for your help … and please accept my apologies for having to change the appointment !

- You’re welcome ! Goodbye !

- Goodbye !
 2) Cancelling an interview or a meeting :

- Terry and Co. HR Department, Frank Lancaster speaking.

- Good morning, Frank ! This is Sue Spacey from Oxford ! We met last week !

- Oh, hello Sue ! Yes, I remember ! How are you ?

- Fine, thanks and you ?

- Not bad, not bad ! What can I do for you ?

- I’m calling you to cancel the general meeting with all HR assistants arranged for next week ! The meeting won’t take place on Wednesday at 9.30, I’m afraid !

- Really ? That’s too bad ! … How come !?

- Unfortunately, due to technical problems and because a lot of people can’t make it, Mr Gordon, the head of our HR Department, will be unable to meet with

All HR assistants, next Wednesday ! We will have to arrange for another date for this important meeting !

-And when can we possibly schedule another meeting ? We’re all very busy getting things ready for the new selection procedures !

- Yes, I know it all too well ! I’m sorry for the inconvenience this may cause you but I’m sure we’ll sort out this situation ! I’ ll let you know as soon as I have

any news ! Without fail !

- Well, fine ! Thanks Sue ! I’m looking forward to hearing from you ! Goodbye !

- Goodbye Frank ! (…)

D°) To make an appointment / to make an inquiry or a request :

1) Making an appointment :

- Barrel and Co. Susan Townsend speaking. May I help you ?

- Good morning, Mrs Townsend. This is Bill Winnicott with Woolf Industries in Brighton. Could you put me through to your Communication Department, please ?

I’d like to make an appointment with Mrs Mayor, the Communication Manager !

- Yes, certainly, one moment, please ! (…)

- Communication Department, Mrs Mayor’s office. How can I help you?

- Good morning. This is Bill Winnicott with Woolf Industries in Brighton. I met Mrs Mayor at a seminar in Manchester 2 weeks ago and I’m calling to set up an

appointment with her next week.

- Yes, certainly, Mr Winnicott. Hold the line, please ! I’ll check Mrs Mayor’s appointment book. Let me see … When would it be convenient for you to come ?

- What about Wednesday ?

- Well, Mrs Mayor has some free time on Wednesday, September 18, in the morning ! Would 9 o’clock be all right with you ?

- Yes, that’s fine !

- All right, Mr Winnicott. We’ll look forward to seeing you on Wednesday at 9 o’clock, then !

- Yes, that would be fine ! Thank you for your help !

- You’re welcome ! Goodbye !

- Goodbye !
 2) Making an inquiry or a request :

(Sam Berry speaking) - Byron HR Consulting, Mr Pearl’s office. How can I help you ?

- Good morning. I would like to speak to Mr Pearl, the HR manager, please !

- May I ask who’s calling, please ?

- Oh, sorry ! My name’s Liz Tailor. I’m calling you about the position as “junior HR consultant” which you advertised in the newspaper three weeks ago.

I sent my CV and cover letter and I would like to obtain some information about the selection procedures !

- Fine ! Hold on, please. I’ll put you through to our HR department !

- Thank you very much ! (…)

- Hello ? Miss Tailor ? It’s Sam Berry here again ! I’m Mr Pearl’s assistant. I’m sorry but Mr Pearl is not in today ! He’s on a business trip to Brighton.

Maybe I can help you ?

- Good morning, Mr Berry ! I applied for the position as “junior” HR consultant” three weeks ago and came along for an interview last week. I’m calling you

about the selection procedures. Do you know when the applicants will be informed of the outcome of their application ?

- I’m sorry ! I can’t answer that precisely, Miss Tailor, but the deadline for the last job interviews is set for next Tuesday and Mr Pearl usually calls the

candidates after the last interviews have taken place. You will get an answer as soon as he has met all he applicants, but not until next week, I’m afraid !

I hope that will help you, Miss Tailor ?

- Yes, sure ! Thank you again !

- You’re welcome ! Is there anything else I can do for you ?

- Thank you ! I think that’s all ! Goodbye !

- Goodbye !
E°) Finishing the conversation / ending a call :

1) – It was nice talking to you !

- It was my pleasure ! Goodbye !

2) - Thank you for your help !

- You’re welcome ! Goodbye !

3) - I hope we’ll do business again in the future !

- I hope so too ! Goodbye !

4) - Thank you for calling Smith and Co.

- Thank you ! Goodbye !

5) - We’re looking forward to seeing you on June 12 !

- Me too. Goodbye !

6) - We hope this information will help you !

- I’m sure it will. Thank you again. Goodbye !

7) - Is there anything else I can do for you ?

- Thank you ! I think that’s all ! Goodbye !

8) - I’ll let you know as soon as I have any news ! Without fail ! Goodbye Frank !

- Well, fine ! Thanks Sue ! I’m looking forward to hearing from you ! Goodbye !