TELEPHONING

3.2.1 Appointing a consultant

Read this telephone conversation with a structural engineer. You will notice that the conversation
is taking place at a fairly early stage in the design, since the architect has only just
received the brief. However, it is good to refresh contacts and forewarn possible contractors
sooner rather than later.
Secretary: Good morning, White Engineers. Can I help you?
Tim Smith: Er, yes, it’s Tim Smith. Could I speak to Joe White, please?
Secretary: Yes, of course. I’ll put you through.
Joe White: Hello, Tim. Nice to hear from you. What can I do for you?
Tim Smith: Hello, Joe. Well actually, I’m phoning about a new project I’m working on.
Joe White: Is it a big one?
Tim Smith: No, not really. It’s a single-family home, but the clients are interested in
timber construction and would like everything spacious and open plan.
Joe White: I understand. Could be difficult, but not impossible.
Tim Smith: I’ve really only just started with some sketches, but wanted to let you know
that I’ll be needing some support regarding the structure. Are you available
for some additional work over the next few weeks?
Joe White: Well, we’re fairly busy at the moment, but I’m sure we’ll be able to help you
out. It would be nice to work on something other than steel and concrete.
Tim Smith: That would be great. I’ll let the client know you’re interested and get back to
you in a couple of weeks, if that’s okay.
Joe White: Yes, certainly. Well, thanks for phoning Tim and I look forward to hearing
from you. Bye.
Tim Smith: Bye, bye, Joe.
30 3 Briefing
3.2.2 Standard telephone phrases
As you can see from this simple phone call, there are many standard phrases used on the
telephone. The phrases at the beginning and the end of the call tend to be rather repetitive.
Function Standard Phrases
Introduction This is … This is …. speaking. Good morning/Hello …, …. here.
Request Could I speak to … I’d like to speak to …
Replies to requests Yes, certainly. I’ll put you through.
Hold the line, please. I’ll see if I can find ….
I’m afraid the line’s busy. Would you like to wait?
I’m afraid he/she is in a meeting. Would you like to leave a message?
I’m sorry he/she is out of the office. Can I take a message?
Communication
difficulties
I’m sorry, I can’t hear you very well. Could you speak up a bit?
The line’s not very clear.
Could you repeat that, please? Could you spell that, please?
Reason for calling I’m phoning to inquire/ask …
I’m calling about …
The reason I’m phoning is …
Ending I’ll be in touch as soon as possible. Thank you for your call.
I look forward to seeing you on …/hearing from you next …
Thank you very much. Goodbye.
3.2.3 Exercise: Telephoning
Put the sentences of this telephone conversation between the architect and the client into the
correct order. Number the boxes.
􀍙 That sounds good. So how about our meeting then? How does Thursday late afternoon
suit you?
􀍙 Yes that suits me fine. I’ll be round at 5.
􀍙 I’m just phoning to let you know that I’ve spoken to Joe White and he’d be interested to
do the structural planning for your house.
􀍙 George Brown.
􀍙 Oh, that’s good news. Should I arrange a meeting with him?
􀍙 Goodbye.
􀍙 Yes, definitely, but there’s no rush at the moment. I’d like you to take a look at some
sketches first and confirm the brief. And once I have got some preliminary drawings
prepared, we could all sit down together.
􀍙 Excellent, I look forward to seeing you. Goodbye George.
􀍙 Hello, George. It’s Tim.
􀍙 Thursday would be fine. Shall we say 5 o’clock? Would you like to come round to the
office?
􀍙 Hello, Tim. Nice to hear from you. What can I do for you?