Telephoning in English

Making contact on the telephone involves many different phrases.

Connect the telephoning phrases 1-10 with the aims of each phrase
a-j.
1. Is that ….(NAME)? a. Saying why someone can’t come to the phone
2. Yes, speaking. b. Asking for identification of the caller.
3. Hello. This is (NAME + from COMPANY) c. Confirming your identity.
4. Could I speak to (NAME)? d. Checking who has answered the phone.
5. Who’s calling please? e. Asking to speak to someone.
6. I’ll just put you through. f. Answering the phone/confirming your identity
7. I’m sorry the line is busy. g. Offering to help
8. Will you hold? h. Saying that the person is already on the phone
9. I’m afraid he/she isn’t available/here today. i. Asking someone to wait
10. Can I help you? j. Saying you will connect their call

Answering the phone, making and changing appointments.

Work in pairs. Look at standard telephone phrases 1-10 and match them to the phrases with the
same meaning a-j

1. Claire Roberts speaking. a. Yes, that would be fine.

2. I’d like to speak to Ms Lanson, please. b. Can I take a message?
3. I’m sorry, her line is engaged. c. I’m afraid I’m busy then.
4. Would you like to leave a message? d. Would next Tuesday be convenient for you?
5. Would you mind spelling that, please? e. I’m sorry her line is busy.
6. The reason I’m phoning is to… f. Could you spell that, please?
7. What time would suit you? g. This is Claire Roberts.
8. Could you make it next Tuesday? h. The reason I’m calling is to…
9. I’m afraid I’m not available then. i. Could I speak to Ms Lanson, please?
10. Yes, Thursday suits me fine. J. What time would be convenient for you?

Imagine you need to call and change an appointment. What could you say?

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Imagine you are using a mobile phone and you are having a few problems. What could you say?

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Work in pairs, say what the underlined words and phrases mean.

1. I’m afraid I’m tied up all day on Thursday.

2. Can you get back to me first thing tomorrow?
3. Just a minute. I’ll put you through.
4. We were cut off earlier.
5. Could you read that back to me?
6. The line’s busy. Will you hold?
7. There’s some interference. I’ll hang up and call you again.
8. The line’s very faint. Could you speak up a bit?
9. Could you bear with me for a minute?
10. Could we put off our meeting? Something important has come up.

ROLE PLAYS - Work in pairs, Student A and Student B. Role-play the telephone calls.

STUDENT A - Situation 1 Situation 2

Phone Acorn Chemicals You work for Commercial Insurance
Ask to speak to these people: Deal with incoming phone calls.
John Anderson Extension 531 Sue Waite in a meeting
Dr Rubin Research Department Ms Johnson at lunch

STUDENT B - Situation 1 Situation 2

You work for Acorn Chemicals. Phone Commercial Insurance
Deal with incoming phone calls. Ask to speak to these people:
Extension 531 engaged Sue Waite Customer Services Department
Dr Rubin on holiday Ms Johnson Marketing Department

September September
12 Monday 15 Thursday
Work in groups of 3.
1. Write your arrangements for
next week in the diary below.
Include a one-day business trip, 13 Tuesday 16 Friday
two meetings, a business lunch
and two other appointments.
Then phone two colleagues to
make an appointment with them. 14 Wednesday 17 Saturday 18 Sunday
2. Your programme has changed.
Phone your two colleagues to
change the appointments.