Unit 5

Prepared by
Samad,SS., M.Pd
 Sample Conversations
 Useful Expressions
◦ (1) Starting a telephone conversation
◦ (2) Making others on hold
◦ (3) The one you’d like to talk to is busy or not there
◦ (4) Wrong Numbers
◦ (5) Leaving a message
◦ (6) Cancel appointment
 Phone call is one of the most widely used tool in
modern business. However, there are some
aspects of communication that we are missing out
on and need to compensate for:
▪ Facial Expressions, Manners and Reactions
▪ Physical actions
▪ Tools to help understanding
(Hand gestures, illustrations, etc.)
A: Hello, this is Paul calling. May I speak to Lynn Pan?
B: Please hold a moment. I’ll see if she is in.
(A moment later, )
B: Hello. I’m sorry. I’m afraid Lynn can’t take the call at this time.
She’s taking a bath now. May I take a message, or would you
like to have her return your call?
A: Could you please tell her that I will drop by and discuss with
her the oral report for our English class this afternoon
around 2 o’clock after I come back from Tanjungpinang City?
B: Sure. I’ll give her the message.
A: Thanks very much.
B: You’re welcome.
A: Good-bye.
B: Good-bye.
A: Hello. Is Erick there?
B: May I ask who is calling?
A: Oh, this is Alex Chen, Erick’s classmate. Can I speak with him?
B: I’m sorry. Erick just went out a few minutes ago. Would you
like to leave a message, or call back later?
A: Well, that’s okay. I am just wondering if Erick is still going with
us to the movies later. He should have come here 5 minutes
ago.
B: Oh, I guess you will see him soon, because he told me he’s
running for an appointment.
A: Oh, thanks for telling me that.
B: You’re welcome.
A: Bye.
B: Bye-bye.
 What differences can you tell from this sample conversation
and the previous one?
 Formal:
May
1. Could I speak to B, please? This is A calling.
Can
2. I’d like to speak to B, please. This is A.
3. This is A. Is B in, please?
 Informal:
1. Is B there?
2. B, please.
 Formal:
1. Would you mind holding a minute while I try to find B?
2. Could you hold, please?
3. Please hold a moment.
One
4. Just a moment, please. I’ll see if B is in.
Wait a
 Informal:
1. Hang on. I’ll get B.
2. Just a sec.
 I’m sorry, but B is not here right now. May I take a message, or
would you like to call back later?
busy have B return your call?
 B is occupied now. Would you like to leave a message ?
tied up call back later?
come to the phone
 I’m afraid B can’t speak to you at this time.
take the call
in a few minutes?
 Could you call back in a little while?
later?
 If you’re the person who makes the phone call:
have
1. Oh, I’m sorry. I guess I have the wrong number.
must have
2. Oh, I was trying to reach (give phone number).
3. Is this (give phone number).
4. Oh, I’m sorry to disturb you. I dialed the wrong number.
 If you’re the person who answers the phone:
1. I’m sorry. You have the wrong number.
2. I’m sorry. There’s no one here by that name. I think you
dialed the wrong number.
CALLER
• Good morning/afternoon/evening.
• This is Hanna from the UTM Student
Council. / My name is… I’m from…
• Who could I speak to at …
concerning …?
• Could I speak to … , please?
• the person in charge of
• name
• Could you please connect me / put
me through to..., please?
• department
• name
• extension number (37908)
RECEIVER
• Good morning, English Language
Unit. This is Rachel (speaking).
• Can/ May I help you?
• May I know who’s speaking?
• May I know who’s calling?
• Who’s speaking please?
• Whom shall I say is asking/calling?
• That would be Mr. Hisham.
• Sure, I’ll put you through. Are you
able to hold?
• Could you wait one moment please?
• Is it alright if I put you on hold?
Leaving a message : Would you like to leave a message?
• Yes. Could you please tell Mr
Rahman that Sally called to ask
about the plane tickets for the
clients from China? It’s rather
urgent so please ask him to call
me back as soon as possible? My
number is 013-2121888.
• Yes. Could you please let Ms Dilla
know that Mr. Sammy from DHL
Express called. It’s about her
missing package. Could you
please get her to call me back at
my number, 07-5544555? Thank
you.
• Yes. Please tell Ms Dina that I
would like to see her at my office
first thing in the morning
tomorrow. Thank you.
• Name & Organization
• Purpose of call
• Action to be taken
• Contact number
• Expression of thanks
Repeat the information given:
• So En Rahman, your number is
013-2121888 and you would like
Mr Jay to call you back as soon as
possible to confirm about the
plane tickets for the clients from
China…. Alright.. I’ll make sure
that he gets the message.
• No, thank you.
• No, it’s alright. I’ll try to get her
later.
• It’s alright. I’ll call back later.
• It’s ok. I’ll call back later. Is it
possible for you to tell me what
time is most convenient to call
him?
CALLER RECEIVER
• Thank you very much. Good bye. • It’s no problem at all. Goodbye.
• The information you gave me is • It’s alright. Goodbye.
very useful. Thanks a lot. Good • Have a nice day.
bye. • You too. Goodbye.
• You have been of great help.
Thank you. Goodbye.
• Have a nice day.
• I look forward to meeting you.
 ❖ Using Modal Verbs to show politeness
Modal Verbs Degree of Emphasis and Examples
Would To make polite request
• Would you mind sending me the detail via email?
• Would you like to leave a message?
To express preference
• I would like a deluxe room please.
Could To make polite request
• Could you put me through to the HR Department,
please?
May To show permission (formal)
• May I fax the details to you later in the afternoon?
• May I take message?
o Steps to Cancel Appointments:
1. Apologize and make a comment about how you respect their time
2. If you have an extremely good reason, mention it. Otherwise, don’t
mention any reason at all.
3. If at all possible, suggest to meet them at a place of their
convenience or someone closer to them than the original
appointment
4. Offer possible dates of re-scheduling.

I’m really sorry, Mr. Rogers, but I’m afraid I won’t be able to meet you as
scheduled. I’m terribly sorry for the inconvenience. Could we please re-
schedule for Friday, next week, at the same time?
I really appreciate your understanding about this cancellation. I’m looking
forward to…. Thanks again, Mr. Rogers.
 ▪ Useful phrases for situations involving verbal invitations:
Extending an • We’d like to invite you to…
Invitation • Would you like to come to…
• We were wondering whether you’d be able to come to…
• We were wondering if you’d like to join us…
• We’d very much like you to come to…/ join us..

Accepting an • Thank you…/ Thanks for the invitation.

Invitation • I’d love to…/ I’d be very happy to…/ I’d be delighted to…
• Yes, I’d love to…/ I’d like to…
• That would be great…
Declining an • I’d love to come, but unfortunately..
invitation • I’m afraid I won’t be able to come. I’ve got to…
(Give • I’m sorry, but I’ve got a meeting with…
reasons) • Thank you for inviting me, but…
• Unfortunately, I won’t be able to come. Would it be alright if my
assistant goes in my place?
• What a pity. I would love to go, but I have to.. Could (name a
person) go on my behalf?
❖ Work in pairs.
❖ Prepare a short script on making phone calls for the
following purposes:
❖To enquire about something/someone
❖To request for something/a certain information
❖To leave a message
❖ Role play your situation at the front of the class.
Thank You