Telephoning in English.

 In most phone conversations, the listener typically
cannot see you … your message is communicated by

your voice!
 If you place someone on speaker phone, you should
inform the individual that he or she is on speaker phone
before continuing with a conversation!
6. Keep personal phone calls out of the office- and keep
your private cell phone calls private. Avoid personal
calls and discussions in the office!
7. When you are making a call, it is good business phone
etiquette to always identify yourself to the first recipient
"This is Mary-Kate, May I speak to Nicole Richie
please?"
8. If you answer the phone it is not good telephone
manners to say "She is not in" without giving a reason.
Instead, say something such as, “He is in a meeting,
may I please take a message?” OR, “She is out of the
office at the moment but I will be happy to leave her a
message or put you through to her voice mail.”
1. Take note of your voice. Speak clearly.
2. Do not be eating and talking at the same.
3. Always be courteous and respectful. Use please and

thank you, and avoid interrupting while the other party
is speaking.
4. Avoid answering the phone if about to cough or sneeze.
5. Do not raise your voice.

 Proper telephone etiquette in a professional business
setting begins by stating the company name first
followed by a greeting and the name of the individual
answering the call.
EXAMPLE: “Nordstrom, Good Morning, this
is Kelly”
 If the organization does not require the use of the

company name in the greeting, the person answering the
phone should identify themselves.
EXAMPLE: “Good morning, Jessica Madden
speaking” or “Jessica Madden speaking”
1. General
2. Telephone etiquette
3. Suggestionsfor…
 Answering the phone, introduction
 Asking for someone
 Someone is not at the number you called
 Transferring a call
 The person has another call
 The person is unavailable / availability
 Asking someone to repeat information
 Asking for the caller’s name
 Asking a person to clarify their name
 Messages
 Starting and ending a conversation
 Answering services
4. Oral exercises
5. Theinternationaltelephonealphabet
6. Numberpronunciations&symbols
7. Oralexercises& discussions
 ANSWERING THE PHONE
 Company X, good morning.
 Company X, how may I help you?
 Company X, Janet Jones speaking.
 This is Janet Jones of company X, good morning.
 INTRODUCTIONS
 Good morning, Kevin Black speaking.
 Hello. This is Kevin Black here.
 Good morning. My name is Kevin Black.
 This is Kevin Black speaking.
 ASKING FOR SOMEONE
 Could I speak to Mr Smith, please?
 I’d like to speak to Mr Smith, please?
 I’m trying to contact Mr Smith.
 Is Mr Smith available?
 Could you put me through to the HR department?
 Could you tell me what time the Managing Director will
be available?
 Could you tell me who is in charge of invoicing?
 Could you transfer me to extension 34, please?
 Could you put me through to sales, please?
 TRANSFERRING A CALL
 I’ll check if he’s in.
 Just a moment please, I’ll put you through
to Mr Smith.
 One moment please, I’ll transfer
 you…
 Just connecting you now.
 ASKING SOMEONE TO REPEAT
 Sorry, I couldn’t hear what you said.
 Sorry, I can’t hear you. We have a bad
connection.
 I’m afraid it’s a bad line. Could you
 speak up, please?
 Could you speak a bit more slowly, please?
 Would you mind repeating that?
 Would you repeat your company’s name,
please.
 Could you repeat that, please?
 Could you read that back to me, please?
 ASKING FOR THE CALLER’S NAME
 May I ask who’s calling?
 Who’s speaking, please?
 Who shall I say is calling?
 May I have your name, please?
 From whom can I leave a message?
 ASKING THE PERSON TO CLARIFY THEIR NAME

 Could you spell your name, please?
 How do you spell your name, please?
 Would you mind spelling that, please?
 THE PERSON IS ON ANOTHER PHONE CALL
 I’m sorry, but the number’s engaged.
 I’m sorry, but the line is busy.
 Would you like to hold?
 Could you call back later?
 Would you like to wait until he has finished his call?
 I’m sorry, but Mr Smith is on another line.
 Shall I ask him to phone you back?
 MESSAGES
 Would you like to leave a message?
 Could I take a message for Mr Smith?
 Can I give him a message?
 Shall I ask Mr Smith to call you back?
 I’ll pass on the message as soon as he gets in.
 I could give you his mobile number if you need
to contact him right away.
 Could you please ask Mr Smith to call me?
 Could you take a message for him?
 Could you tell Mr Smith I rang?
 STARTING THE CONVERSATION
 How are you, Mr Smith?
 Nice to hear from you, Mr Smith. How are you?
 How are things going over there?
 How are things with you, Mr Smith
 I am phoning you about…
 I’m calling to let you know that…
 I’m calling on behalf of Mr Jones.
 I got your message and I am returning your call
regarding…
 Sorry to trouble you, but…
 Sorry to call you away from your meeting, but…
 ENDING THE CONVERSATION
 It was nice talking to you, Mr Smith.
 Thank you for calling, Mr Smith.
 I am glad you called. Thank you for the information.
 I hope I’ll be hearing from you soon.
 I’ll see to it first thing tomorrow.
 I’ll check it straight away.
 I look forward to hearing from you soon.
 I’ll send you the quotation by e-mail.
 I’ll e-mail you the details.
 I’ll look forward to getting your confirmation next week.
 Thank you for your help. Bye.
 Until next Thursday then!
 I’ll get back to you as soon as possible.
 You'll be hearing from us very soon.
 I'll see you on the 30th then.
 See you soon! Goodbye, Mr Smith!
 ANSWERING SERVICE
 This is company X’s automatic answering service.
 Our office hours are from 8am to 4 pm.
 Our office is closed for the holidays.
 Our office is closed between Christmas and New Year.
 Our office is closed until July 15th.
 We will be open for business from January 2nd.
 Business will resume on August 16th.
 If you would like to leave a message press 1.
 Please state your name, telephone number and the
reason for your call and we will get back to you back as soon
as possible.
 We apologise for any inconvenience.
 Thank you for calling and have a nice day.
Mr. Mister
Mrs. Misses
Miss.
Madam
Sir.
Ms.

Telephoning in English.

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Telephoning in English.

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 In most phone conversations, the listener typically

cannot see you … your message is communicated by

2. Do not be eating and talking at the same.

3. Always be courteous and respectful. Use please and

4. Avoid answering the phone if about to cough or sneeze.

5. Do not raise your voice.

 If the organization does not require the use of the

 ASKING THE PERSON TO CLARIFY THEIR NAME

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