GS Language Coaching English Workshop

Hello! Yes, we speak English.

Useful Phrases
Introducing yourself This is Ken. Ken speaking Thank you for calling Petrobras. This is John. How can I help you? Asking who is on the telephone Excuse me, who is this? Can I ask who is calling, please? Whos calling, please? Who shall I say is calling? Asking for Someone Can I have extension 321? (extensions are internal numbers at a company) Could I speak to...? (Can I - more informal / May I - more formal) Is Jack in? (informal idiom meaning: Is Jack in the office? Connecting Someone I'll put you through (put through - phrasal verb meaning 'connect') Can you hold the line? Can you hold on a moment? How to reply when someone is not available I'm afraid ... is not available at the moment The line is busy... (when the extension requested is being used) Mr Jackson isn't in... Mr Jackson is out at the moment... Taking a Message Could (Can, May) I take a message? Could (Can, May) I tell him who is calling? Would you like to leave a message? Can I help? Can I take your number, please?

(Exercises from: bbclearningenglish.com) Task 1. Check the sentences you hear:

( ( ( ( ( ( ( (

) Can I speak to Rosalind Wilson, please? ) Is Mike in? ) Whos calling, please? ) I would like to speak to Jason. ) How can I help? ) Just a second. ) Wait a moment, please. ) Hes not in at the moment.

Task 2. Complete the sentences with the words in the box:

meeting ( ( ( ( (

number

message

talk

call

) Im afraid hes in a _____ at the moment. ) I need to _____ to Mr Hopwood ) Can you _____ back later? ) Can I take a _____? ) Can I take your _____, please?

Transcripts 1.1

Michelle: Hello, youve reached the marketing department. How can I help? Man: Yes, can I speak to Rosalind Wilson, please? Michelle: Whos calling, please? Man: Its Richard Davies here. Michelle: Certainly. Please hold and Ill put you through. Man: Thank you. Michelle: Hello, marketing. How can I help? Man: Could I speak to Jason Roberts, please? Michelle: Certainly. Who shall I say is calling? Man: My names Mike Andrews. Michelle: Just a second - Ill see if hes in. Hello, Jason, Ive got Mike Andrews on the phone for you Okay - Ill put him through. Hang on a moment, Im just putting you through.

1.2

Claire: Hello, finance department. Jennifer: Hello, can I speak to Adrian Hopwood, please? Claire: Im afraid hes in a meeting at the moment. Can I help? Jennifer: No, I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? Claire: In about an hour. Can you call back later? Jennifer: Okay, Ill do that. Claire: Or can I take a message? Jennifer: Actually, would you mind? Could you tell him that JenniferMcAndrews called and that Im in the office all day if he could call me back. Claire: Can I take your number, please? Jennifer: Yes, its 5556872 Claire: 5556872. Okay, Ill make sure he gets the message. Jennifer: Thanks very much for your help, bye! Claire: Goodbye!