http://englishlessonsluisapuppo.blogspot.it/2014/02/telephone-english.html
1. Language Focus: Identifying yourself
Good
morning, Yasmine speaking (person receiving call)
Hello,
this is Yasmine Alcide
from Spike British School. (caller)
Hello,
my name is Yasmine Alcide. I’m calling from Spike British School. (caller)
Hi,
it’s Yasmine from Melbourne. (caller, informal)
Hi,
Yasmine here. (caller, informal)
2. Language Focus: Saying
who you want to speak to
I’d
like to speak to Mr. Jones, please.
Could
I have the Accounting Department, please?
Could
you put me through to Mrs. Weaver, please?
Could
I have extension 234, please?
Could
I speak to someone in the Accounting Department?
Is
Mr. Robinson there, please?
3. Language Focus: Leaving
a message
Could
you give him/her a message?
Can
I leave him/her a message?
Please
ask him/her to call me back. My number is…
Please
ask him/her to ring me back.
Please
ask him/her to get back to me.
4. 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….
5. Language Focus: Asking
for repetition
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?
6. Language Focus:
Acknowledging repetition
Ok, I’ve got that.
(Ms. Ventura.) I
understand.
I see, thank you.
7. Language Focus: Saying
someone is not available
I’m sorry, he/she is not
available (right now).
Sorry, he/she’s away for
the week.
Sorry, he/she’s not in.
I’m afraid he/she’s in a
meeting (at the moment).
He/she’s in Paris. He/she won’t be back until Monday.
8. Language Focus: Taking
messages
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.
Shall I ask him/her to call
you back?
9. Language Focus:
Offering to help in other ways
Can anyone else help you?
Can I help you perhaps?
Would you like to speak to
his/her assistant?
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. Language focus: Changing
arrangements
I’m
sorry, but he’s not available at the time we arranged. Could you possibly move the meeting to four
o’clock?
I’m
afraid I won’t be able to meet on Tuesday after all. Can we arrange another
time?
My
plane may not arrive on time so I would like to move the meeting to a couple of
hours later, is that possible for you?
13. Language focus: Ending a call
I’m
afraid I have another meeting starting.
Thanks for calling.
I
think that covers everything. Is there
anything else?
I’m
sorry, we will have to leave it there.
Thank
you for your help.
I
look forward to seeing you soon.
I’ll
get back to you.
Have
a good weekend/trip/holiday.
14. 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 June 14th at noon. See you
then.
15. Phrasal verbs used on the phone or when making arrangements.
PHRASAL VERB
|
DEFINITION
|
to be tied up
|
to be busy
|
to pencil in
|
to make note of a provisional
appointment
|
to get through
|
to be connected
|
to look something up
|
to search and find information
(dictionary, database, reference book)
|
to get back to
|
to ring the person again with
some information
|
to put someone through
|
to connect the call for someone
|
to drop someone a line
|
to contact someone in an
informal manner
|
to get together
|
to meet
|
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