Language Checklist Skills Checklist

Using the telephone (1) Using the telephone:

Prepare for the call

Introducing yourself
Good morning, Aristo. Reading – background information
Hello, this is… from… .
Hello, my name’s… calling from… . Desk preparation
Have the following available:
 Relevant documentation / notes
Saying who you want
 Correspondence received
I would like to speak to…, please.
Could I have… Department, please.  Computer files on screen
Is… there, please?  Pen and paper
 Diary.
Saying someone is not available
I’m sorry, he / she’s is not available… . Check time available
Sorry, he / she’s away / not in / in a meeting / in How much time do you need?
Milan How much time do you have?

Leaving and taking message Objectives:

Could you give him / her a message? Who do you want to speak to?
Can I leave him / her a message? In case of non-availability, have an alternative
strategy:
Please tell him / her…  Call back / be called back - when?
Please ask him / her to call me at…  Leave a message
 Speak to someone else
Can I take a message  Write or fax information
Would you like to leave a message?
If you give me your number I will ask him / her to Do you want to:
call you later.  Find out information
 Give information
Offering to help in other ways
Can anyone else help you? Introduction:
Can I help you perhaps? Do you need to refer to:
Would you like to speak to his assistant?  A previous call
Shall I ask him to call you back?  A letter, order, invoice or fax?
 Someone else, (who?)
Asking for repetition  An event (what / when)
Excuse me./ Sorry I didn’t catch ( your name / your
number / your company name / etc.). Prediction:
Excuse me, could you repeat your ( name / number / What do you expect the other person to say / ask
etc.). you? How will you respond?
Excuse me / Sorry I didn’t hear that
Excuse me / Sorry I didn’t understand that Language:
Could you spell (that / your name), please? Key phrase (see Language Checklist)
Pronunciation
Acknowledging repetition Spelling
Okay, I’ve got that now
(Mr. Kawashima) I understand.
I see, thank you.