TELEPHONE HANDLING

Taking and Leaving phone message

Definition:
Telephoning is having a phone call. Telephoning holds an important role in the job world especially as
the media to communicate, particularly a communication of long distance. In addition, telephoning makes
the task easier. However, a professional must be able to deal with it professionally so that in this unit the
students will learn how to make a phone call well.

Useful Expressions
1. Taking a Message

, he/she's out of the office today.

2. Leaving a Message

 May I speak with Mr. Clarke, please?

 I would like to speak with Mr. Clarke, please.
 When do you expect him/her back in the office?
 I need to speak with him/her on an urgent matter.
 May I leave a message?
 Would it be possible to leave a message?
 Please tell him/her that...
 Please ask him/her to call me as soon as he/she gets in.

Example:
Receptionist: Good morning.What can I do for you,sir?
Guest : I'd like to talk to the Personnel Manager,please.
Receptionist: May I have your name?
Guest : Yes.My name is Hendarto.

1.How to answer the phone:(Cara menjawab telpon)

Anne hears the phone ringing and lifts up the receiver. She will say:
- Hello! This is Anne speaking
- Good morning!

2. Asking who is the caller is:(Menanyakan siapa si penelpon)

 · Who is it please?
· Who is calling, please?
· Who is speaking, please?
· May I ask who is calling?
3. Wrong number: (Salah nomor/ salah sambung)
· Sorry, wrong number.
· I am afraid you have the wrong number.
· Sorry you have the wrong number.

4. Asking for a connection /Expressing the name of someone who wants to talk to:
(Meminta dihubungkan dengan seseorang):
· Good morning, may I speak to Mr. Allen, please?
· Can I talk to first name please?
· Id like to speak to Sarah Adams, please?
· Could you put me through Mr. Allen, Please?
Example:
. Mr. Jack : Good morning ! What can I do for you, Sir ?
Mr. James : Good morning ! I want to meet Mr. Robert.
Mr. Jack : Do you make an appointment with him ?

5. Asking someone to hold the line (Meminta si penelpon untuk menunggu sebentar/ telpon jangan
dimatikam):
· Hold on, please?
· Just a minute please.
· One moment, please. Hold the line, will you?
6. The caller speaks to the person concerned. The receiver will say:
· Speaking.
· Yes, speaking.
Example:
Sandi : Good morning.This is Sandi.May I talk to Mr.Zaenal,please?
Receptionist: Hold the line,please. I'll try to put you through to Mr.Sandi at his office.
7. Leaving a message. The caller will say (Untuk meninggalkan pesan):
· Could you take a message for me, please?
· Could you please take a message?
8. The person answering the phone will say ( Penerima telpon menawarkan untuk meninggalkan peasan):
· Would you like to leave a message?
· May I have a message, please?
9. The line is busy (Jaringangan sedang sibuk) :
· Sorry. The line is busy. Please call back later.
· Sorry. The line is engaged.
10. Making appointments (Membuat janji dengan seseorang):
· Could you manage it on Tuesday?
· What about Friday?
· Shall we say at 2 oclock?
· Can you make it after lunch?
· What about tomorrow at seven?
· Is tomorrow OK for you?
· Can I meet you tomorrow morning?
Example:
Secretary :Hello. This is the bank BUMIDAYA. Good Morning.
Mr. Sutisna : Good morning, Sutisna’s speaking here, I’d like to make an appointment to see the manager
tomorrow at ten o’clock.
Secretary : I’m sorry, Sir. But this time is tied up this week. What about Monday of next week?
Mr. Sutisna : I see. What date is the next Monday?
Secretary : it’s the seventeenth, Sir.
Mr. Sutisna : Can’t I see him on Saturday the fifteenth.
Secretary : He’ll have meeting on Saturday, sir. But, sir, if there is a cancellation f his previous
appointment you may be able to see him sooner. So, would you mind giving your name and
telephone number, sir. We’ll ring you if there’s a cancellation of his program.
Mr. Sutisna : Yes. My name’s Sutisna. And the telephone number is 52216.
Secretary : Thank you, sir. But may we know what the nature of your business is, sir.
Mr. Sutisna : Well. I’d like to ask for a loan.
Secretary : Thank you, sir. Well, then! So your appointment will be on Monday the seventeenth at 10
o’clock, sir. But if there’s any cancellation of his program, we will ring you, sir.
Mr. Sutisna : Al right. Thank you very much. Good bye.
Secretary : Good bye, sir. Thanks for calling

11. Answering a call about making appointments (Menjawab telpon yang berkaitan dengan janji
seseorang) :
· Just a moment, please. Ill check my diary first.
· Im sorry Ill be out all day.
· That would be fine.
· Yes, Im sure I can make it.
· Im sorry, Im not available tomorrow.
· I will be free after lunch.
12. Closing the call Untuk mengakhiri pembicaraan di telpon):
· Thank you for your call.
· Thanks for calling.

PRACTICE 1 Fill in the blanks with suitable words or phrases.

Operator `: Hello, Frank and Brothers, How may I ......1..........you?

David ` : This is David Jackson. Can I .......2...........extension 210?
Operator : Certainly, hold on a minute, I’ll put you through
Frank : Bob Peterson’s office, Frank speaking.
David : This is David Jackson........3........, is Bob in?
Frank : I’m afraid he’s out at the moment. .....4.........I take a message?
David :Yes, Could you......5.......him to call me at 712 456-8965.
I need to talk to him about the Nuovo line, it’s urgent.
Frank : Could you........6.........the number please?
David : Yes, that’s 712 456-8965, and this is David Jackson.
Frank : Thank you Mr. Jackson, I’ll make sure Bob gets this ASAP.
David : Thanks, bye.
Frank : Bye.

PRACTICE 2

1. Receptionist : ......1........, Bakrie and Brothers Corporation. What can I do for you?
Caller : I’d like to .....2.......with Mr. Grimes, please.
Receptionist : There is no Mr. Grimes here, you must .....3........wrong.number.
Caller : Is this 456783 ?
Receptionist : No, you must have wrong number and this is
456738.
Caller : I’m sorry, I ....4..........have wrong number.
Receptionist : That’s all right. ......5...........

PRACTICE 2 Answer the following questions!based on the conversation.Number one has been done as an
example

Secretary : Good morning. Gama Corporation. Can I help you?

Caller : Good morning. May I speak to Mr Fahrur Assegaf, please?
Secretary : Who’s speaking, please?
Caller : This is Apryan Siregar of Horasindo Oil Company.
Secretary : I beg your pardon, Sir. Could you spell your first name, please?
Caller : Alfa-Papa-Romeo-Yankee-Alfa-November. That’s APRYAN.
Secretary : Thank you, Mr Apryan Siregar. Just a moment, please.
Caller : All right.
Secretary : I’m sorry, Sir. Mr Assegaf is in a meeting with the Board now.
Caller : That’s OK! He is the Headboard. Can I leave a message?
Secretary : With pleasure, Sir.
Caller : Please tell him to call me back at 1 p.m. today.
Secretary : Right, Sir. Could I have your phone number, please?
Caller : Sure. +62-817-410-4496. Have you got that?
Secretary : Yes, Sir. +62-817-410-4496. Anything else, Sir?
Caller : Is Mr Rahmat, his assistant, in?
Secretary : I’m sorry, Sir. He is attending a seminar in Ogan Hotel.
Could I take your message, Sir?
Caller : Emm…please tell him that I’ll come to see him at 9 tomorrow morning.
Secretary : Right, Sir. I’ll give your message.
Caller : OK. Thank you for your help.
Goodbye.
Secretary : You’re welcome, Sir. Goodbye.

1. Who is the caller? (...........................................)

2. Whom does he want to speak to? (.................................... )
3. What does the secretary say to know who is calling? .(......................................... )
4. What does she say to clarify the caller’s name? (...............................................?.)
5. How does the caller spell his name? (.............................................. )
6. What does he say when he wants to leave a message? (..................................?)
7. What does the caller want Mr Assegaf to do? (..........................................)
8. What is his message to Mr Rahmat? (................................................)
9. What does the secretary say to know the caller’s phone number? (.....................)
10. What does she say to end the conversation? (............................................ )

Assignment

Please make conversations, taking and leaving phone message.

Write down your conversation in your english notebook.

Practice it with your family or your friend.

Submit your assignment in the form of video.

Practice makes perfect