TELEPHONING

Week 8
 LEARNING OBJECTIVES
• Student will be able to use English in a
telephone call by learning:
– Preparing to make a telephone call
– Learning how to receive calls in English
– Taking and leaving message in a phone call
– Asking for and giving repetition
 PREPARING TO MAKE A TELEPHONE
CALL
There are several things that you need to
prepare before making a phone call :
– Think about your objectives from the call – any
questions you need to ask or things you need to
say.
– Desk preparation – paper, pen, any relevant
documentation, computer files, etc.
– Check recent correspondence if you have
communicate before, know the situation.
 OBJECTIVES FROM THE CALL
• Different people have • A purchasing manager
different objectives in a who has received an
telephone call. incomplete delivery :
– To tell the supplier that
the delivery is
incomplete
– To arrange to get the
rest of delivery sent as
soon as possible
– (Possibly) to complain
about the poor service
 OBJECTIVES FROM THE CALL
• Different people have • A computer operator
different objectives in a with a software
telephone call. problem calling a
software helpline:
–
–
–
 OBJECTIVES FROM THE CALL
• Different people have • A sales representative
different objectives in a
telephone call.
for a furniture
manufacturer making a
first call to Moda
Design, a company
which sells office
furnitures:
–
–
–
 LANGUAGE CHECKLIST FOR
TELEPHONING
• Introducing yourself (as • Saying who you want
a caller) : (as a caller):
– Good – I’d like to speak
morning/afternoon/eve to……please
ning, Sabil. – Could I have the ……
– Hello, this is …… from department, please?
…… – Is …….. There, please?
– Hello, my name’s …..
Calling from……
 LANGUAGE CHECKLIST FOR
TELEPHONING
• Saying someone is not
available (as a receiver of the
call):
– I’m sorry, he/she is not
available
– Sorry, he/she is away / is in a
meeting
• Leaving and taking messages :
(As a caller)
– Could you give him/her a
message?
– Can I leave him/her a message?
– Please tell him/her…..
– Please ask him/her to ring me
on…….
(As a receiver of a call)
– Can I take a message?
– Would you like to leave a
message?
– If you give me your number, I’ll
ask him/her to call you later
 LANGUAGE CHECKLIST FOR
TELEPHONING
• Offering to help in other • Asking for repetition (As
ways (As a receiver of a a receiver of a call):
call): – Sorry, I didn’t catch (your
– Can anyone else help name/your number/your
you? company name/etc)
– Can I help you perhaps? – Sorry, could you repeat
– Would you like to speak your (name/number/etc)
to his assistant? – Could you spell your
– Shall I ask him to call you name/company name,
back? please
– Sorry, I didn’t
understand that
 LANGUAGE CHECKLIST FOR
TELEPHONING
• Acknowledging • Ending a call:
repetition (As a receiver (As a caller)
of a call): – Thank you very much for
– Okay, I’ve got that now. your help
– (name/company name), – Right, I think that’s all
I understand – Good bye and thanks
– I see, thank you
(As a receiver of a call)
– Do call if you need
anything else
 EXERCISE
• In pair, make a phone conversation between a
caller and a receptionist.
• The caller is looking for someone but he/she is
not in the office.
• Use as many as possible the phrases in the slides
before (e.g. include leaving message and
repetition)
• The first 3 pair to finished the task will do the role
play in front of the class with the conversation
that they have made and will get extra mark!
 REFERENCE
• Sweeney, S. (2003). English for Business
Communication Student's Book. Cambridge
University Press.