TELEPHONING

BEGINNING A CALL

A: I’d like to speak to Max Reed, please.

B: Just one moment. I’ll connect you… You’re through now
C: Max Reed speaking
A: Hi Max. Simon here.
C: Hi, Simon. How are you?
A: Fine. And you?
 CHECKING INFORMATION

A: Hello
B: Hello, John. Steven here. Did you get my email?
A: Yes, it’s right here in front of me
B: Fine. I thought it would be quicker to phone than send you another message. I wanted to
run through some of the arrangements for Tuesday.
 ASKING THE CALLER TO HOLD

A: Sorry to keep you waiting so long. Could you hold on a little longer? The very slow
today.
B: How long do you think it is to take to find the information?
A: It won’t be long now. Right. Here we are the figures you need are….
 ASKING THE CALLER TO LEAVE A MESSAGE

A: I’m trying to get hold of someone in your sales department. Are you having problems
with your phone system? I was cut off earlier and now there is no reply.
B: Just a moment, please. I’ll try the number for you. Yes, I’m afraid there is no reply from
the department. They must be at lunch. Would you like to leave a message and I’ll get
someone to call you when they get back.
A: Thanks. My name is Steven and the number is 453980
 MAKING SURE YOU UNDERSTAND

A: Can I speak to Maria? I understand that she is looking after Sales while Marco Stam is on parental leave.
B: That’s right, but I’m afraid she is not here at the moment. Can I take a message?
A: Thanks. Could you say that Richard called and ask her to call me back?
B: Can you spell your name, please?
A: Richard is R-i-c-h-a-r-d I’m at the Rainbow Hotel in room 13.
B: Is that 13, one three, or 30 three zero?
A: Thirteen, one three.
B: Thanks. I’ll pass on the message.
 ENDING A CALL

A: ….OK. Have we covered everything?

B: I think so. You just need to let me know when you can send the report.
A: That’s right. I’ll send you a message when I get back to the office. Anyway, thanks for
calling.
B: No problem. I’ll wait to hear from you.
 MODALS

• Can I talk to Max reed?

• Could you hold on?
• Would you like me to check?
• Would you like to call back later?
• Would you like to hold on?
 MODALS

A modal is a type of auxiliary (helping) verb that is used to express: ability, possibility, permission or
obligation.
Modal phrases (or semi-modals) are used to express the same things as modals, but are a combination of
auxiliary verbs and the preposition to. The modals and semi-modals in English are:
• Can/could/be able to
• May/might
• Shall/should
• Must/have to
• Will/would
 CAN, COULD, BE ABLE TO

Can, could and be able to are used to express a variety of ideas in English:
• Ability/Lack of Ability
Present and Future:
• can/can’t + base form of the verb
• Tom can write poetry very well.
• I can help you with that next week.
• Lisa can’t speak French.
am / is / are / will be + able to + base form of the verb
am not/ isn’t / aren’t/ won’t be + able to + base form of the verb
• Mike is able to solve complicated math equations
• The support team will be able to help you in about ten minutes.
• I won’t be able to visit you next summer.
Note: Can and could do not take an infinitive (to verb) and do not take the future auxiliary
will.
• Incorrect: I can to help you this afternoon.
• Correct: I can help you this afternoon.
• Correct: I will (I’ll) be able to help you this afternoon.
Possibility / Impossibility
• can / can’t + base form of the verb
• You can catch that train at 10:43.
• He can’t see you right now. He’s in surgery.
• could + base form of the verb
• I could fly via Amsterdam if I leave the day before.
 ASK PERMISSION / GIVE PERMISSION

• Can + Subject + base form of the verb (informal)

• Can you lend me ten dollars?
• Can + base form of the verb (informal)
• You can borrow my car.
• Could + subject + base form of the verb (polite)
• Could I have your number?
• Could I talk to your supervisor please?
 MODALS: WILL / WOULD

will / won’t + base form of the verb

• John will pick you up at 7:00am.
• Beth won’t be happy with the results of the exam.

Polite Request or Statement

• Will / Would + base form of the verb
• Will you please take the trash out?
• Would you mind if I sat here?
• I’d (I would) like to sign up for your workshop.
Habitual Past Action
• Would/Wouldn’t + base form of the verb
• When I was a child, I would spend hours playing with my train set.
• Peter wouldn’t eat broccoli when he was a kid. He loves it now.
ASSIGNMENT

• Make a group of two

• Make a telephoning dialogue
• Practice
SOURCE

• Badger, I. (2003). Everiday Business English. Bristol: Longman

• What Is a Modal Verb? | List of Modal Verbs | Ginger (gingersoftware.com)
Thank You!