Business English Effective Telephoning (Summary)
Effective Telephoning (Summary) 1. The structure of a phone call Beginning Introduce yourself Ask for connection Check name of person you are calling (Small talk) Introduce subject of call Listen actively to responses Middle Ask questions Get/Give information Confirm information End Signal end Thanks other person Small talk Refer to next contact Close call Check that there is nothing else to say 2. Language Focus: Explaining the purpose of your call I’m phoning about… The reason I’m calling is… I need some information about… It’s in connection with… I’d like to… I’m ringing to…. 3. Sample Phone Dialogue 1 : Formal Receptionist: Howard Engineering. How can I help you? Caller: This is James Harvey. Could I speak to Joshua Reynolds? Receptionist: I’m sorry, I didn’t catch your name. Caller: James Harvey. Receptionist: Could you tell me what it’s about? Caller: It’s in connection with a new order. Receptionist: Just a moment, I’ll put you through.
Page 1 of 7
Business English Effective Telephoning (Summary)
4. Sample Phone Dialogue 2 : Informal Max: Max speaking. Leslie: Leslie Taylor here. How are you? Max: Fine, and you? Leslie: Not too bad. Pretty busy actually. Max: I know what you mean. So, what can I do for you? Leslie: The reason I’m calling is to try and fix a meeting early next month.
5. Telephone terminology
People: Caller Switchboard operator Operator
Numbers: Local, national, international code Extension Direct line Home number, office/work number
Calls: Long distance Local International Collect (USA) / Reverse charge (UK) Problems: Bad line Engaged (busy) Cut off Off the hook
Actions: Pick up Put down Hold on Hang up Dial / redial
Page 2 of 7
Business English Effective Telephoning (Summary)
6. Language Focus: Asking for clarification Sorry, I didn’t catch your name / your number… Sorry, could you repeat your name / number / etc. Sorry, I didn’t hear that. Sorry, I didn’t understand/get that. Could you spell that? 7. Grammar Focus: Modals Verbs (1) We use can, could and may to ask for permission: Can I leave a message? (= ‘is it possible’) Could I leave a message? (= ‘would it be possible’) May I leave a message? (= ‘do you give me permission’) 8. Grammar Focus: Modals Verbs (2) We use can, could, will, and would to ask people to do things: Can you give him a message for me? Could you give him a message for me? Will you give him a message for me? Would you give him a message for me? Note that can and will are more direct than could and would. 9. Making Arrangements Cathy: Good afternoon, Sunland Tech Systems. Earl: Good afternoon. Could I speak to Petra Landers? C: I’m afraid Ms Landers isn’t here today. Can I help you? E: Is that Cathy? C: Yes. E: Hello, Cathy. This is Earl Branson. C: Oh, hello Earl. How are you? E: I’m fine thanks. Er… I got a message from Petra on my answerphone, asking me to contact her about a meeting… C: Ah, yes, Petra told me about it. Can you make it on Monday or Tuesday? E: Well, I’m afraid I’m not free on Monday or Tuesday morning, but Tuesday afternoon would be OK. C: I see. Would two fifteen suit you? E: Yes, that would be fine. C: Good. Then let’s make a provisional appointment for two fifteen... That’s Tuesday, the third, right? But I need to check the time with Ian and Petra. Could I ring you back to confirm that? E: Yes, of course. Speak to you later then. Goodbye, Cathy. C: Thanks Earl. Goodbye. Page 3 of 7
Business English Effective Telephoning (Summary)
10. Language focus: Making arrangements Can you make it on Monday or Tuesday? Would two fifteen suit you? I’m afraid I’m not free on Monday morning, but Tuesday afternoon would be OK. Yes, that would be fine. Then let's make a provisional appointment for two fifteen. That’s Tuesday, the third, right? Could I ring back to confirm? 11. Making arrangements: Key words Fix = Arrange Manage = Able to do Shift = Change, move Suit = Be convenient Ideal = Perfect 12. Changing arrangements Earl: Hello, Earl Branson speaking. Cathy: Hello, Earl. It’s Cathy again. I’m phoning about the meeting next week. I’m sorry, but Ian isn’t available at the time we arranged, he’s got another appointment. But he’s free later on. Would four o’clock be possible for you? E: So, that’s four o’clock instead of two fifteen? C: Yes. Is that time convenient for you? E: Yes, that’s fine. C: Oh, good. So, we look forward to seeing you next Tuesday, then. Goodbye, Earl. 13. Language focus: Confirming arrangements Can I check that? You said… All right, then. We’ll see you on the 18th at 9 sharp. Very good. I have you down for 5 o’clock at the Paris campus. No problems then with 12 noon. See you then.
Page 4 of 7
Business English Effective Telephoning (Summary)
14. Some phrasal verbs commonly used on the phone or when making arrangements. PHRASAL VERB to be tied up to pencil in to get through to look something up to get back to to put someone through to drop someone a line to get together
DEFINITION to be busy to make note of a provisional appointment to be connected to search and find information (dictionary, database, reference book) to ring the person again with some information to connect the call for someone to contact someone in an informal manner to meet
15. Phrasal verbs in use on the phone and when making arrangements I’m afraid Mr Jameson is tied up at the moment. I’ll have to get back to you about that. I don’t have my files with me right now. We should get together soon and discuss the report. Hold on just a moment. I’ll look that number up for you. Well, in the meantime we’ll just pencil in Friday, the 6th of March, okay? 16. Solving problems on the phone Sample dialogue Terry: Hello, Sales Department. Laura: Hello, my name’s Laura Douglas. I’m ringing from Torston Engineering in Sweden. T: How can I help you, Laura? L: Well, the problem concerns a printer order. Let me give you the order number—it’s YH8373. It’s for twenty printers. The problem is that only fifteen have arrived. T: Really? I’m surprised to hear that. L: Well, I’m afraid it’s the second time we have received an incomplete delivery and nobody told us there would only be fifteen. T: Well, no, I think it was probably an administration mistake. L: Yes, I’m sure. Now, we need the other three printers urgently. Delays are causing us big problems with customers. T: Okay, um, at the moment we have some stock problems. L: Well, can you give me a delivery date—it’s very urgent. Page 5 of 7
Business English Effective Telephoning (Summary)
T: Right—let me see. We can promise you a despatch next Thursday. L: No, I’m sorry, that’s not good enough. We need despatch now. T: I’m very sorry—that’s not possible. But we’ll despatch on Thursday, I assure you. L: Well, will you please send a fax to confirm that. T: Certainly. And I do apologise for the problem. L: Right, goodbye for now. T: Goodbye.
17. Handling complaints on the phone 1 If you receive a complaint: consider your company’s reputation express surprise ask for details suggest action promise to investigate make reasonable suggestions, offers to help. 18. Handling complaints on the phone 2 Consider your customer and: show polite understanding use active listening reassure customer. 19. Language focus: Handling complaints on the phone Asking for details: Could you tell me exactly what … ? Can you tell me … ? What’s the … ? Apologizing: I’m very sorry about the problem/delay/mistake… I’m sorry to hear that. Denying an accusation: I’m afraid that can’t be true. I’m afraid that’s not quite right. I’m sorry but I think you’re mistaken. No, I don’t think that can be right.
Page 6 of 7
Business English Effective Telephoning (Summary)
20. Making complaints on the phone If you make a complaint: prepare for the call be sure of the facts have documentation available decide what you require to resolve the problem—at least partially—or completely. 21. Language focus: Solving problems on the phone Threatening If the problem is not resolved… we’ll have to reconsider our position. We’ll have to renegotiate the contract. We'll have to contact other suppliers. The consequences could be very serious.
Page 7 of 7