Receiving telephone calls - how to face difficulties in telephone conversation

Task 1: Fill in the blanks in the following dialogue:

Caller : Hello! Is it ........... ?

Receiver : No, I’m his brother Gopu. My brother has gone

out.

Caller : This is ........... his friend. Do you know where he has

gone?

Receiver : I’m sorry, I don’t know! But he’ll be back by lunch

time I’m sure. Could you .............. or would you like

to .....................

Caller : I’d prefer leaving a message. He is to report at the

NCC room in College at 5.30 am tomorrow in full

uniform for a special parade. If he needs any

clarification ask him to call me up at phone number

28340068 after 3 pm OK?

Receiver : I’ll ............................................................

Caller : .................................................................

Task 2:Choose the phrases from the list given below which would

associate with each of the following:

1. All I hear is a long and short beep on the other side.

2. No, this is not 23614088; this is 23614080.

3. Please leave your number, I’ll ask him to call you back.

4. One moment please, kindly hold on.

5. Yes, I’ll tell him that ... yes, OK... sure !

transferring call a wrong number call

line engaged message taken

person not available calling the person to the phone

Task 3: List the difficulties you have faced in receiving or making

calls, other than those mentioned earlier.

Task 4:

a) What in your opinion are the differences between

land-line calls and cell phone calls?

b) What are the advantages and disadvantages of each?

c) Is landline telephone etiquette sufficient for cell phone

users?

Discuss and debate on the above in the class.

Task 5:What would you say in the following circumstances?

a) You telephone your doctor to fix an appointment.

b) You telephone to say that you will be late home because

it is raining.

c) You have rung up a hotel to book a room. The hotel

operator has just said, “Hotel Savera, Good morning”.

Task 6:Conduct mock telephone conversations between:

a) yourself and a friend who wants you to go for movies

with him/her

b) yourself and a partly deaf old gentleman who keeps getting

your number by mistake

c) a shop-keeper and a customer

Example telephone conversation - Tips for succesful telephone conversation

B. HAVING A TELEPHONE CONVERSATION

Warm up:

1. How often do you use the phone in a day?

2. Do you make more calls or receive?

3. On an average, how long do you speak on a call?

A TELEPHONE CONVERSATION

Kumar : (Picks up the receiver of ringing phone) Hello! This is phone number 25832411. This is Kumar here.

Rajini : Hello! I’m Rajini. May I speak to Radha please?

Kumar : Just a minute. Kindly be on the line.

Radha : Hi Rajini! How are you? Where were you all these days?

Everytime I called your landline, the answering voice from the exchange said that your number did not exist!

Rajini : I’ve changed my residence. I now stay at Annanagar and my phone number is 26154848. I couldn’t call you because I had taken up a new job - a telephone operator in a company in Annanagar.

Radha : How do you like your job?

Rajini : It’s interesting but I find most people don’t know how to talk on a phone. They yell into the receiver loud enough to shatter my eardrums! They don’t introduce themselves either.

Radha : Why should they?

Rajini : Radha, it is an office. Someone I don’t know by voice may ring up for a person who is not present in the office. I must either convey a message or atleast inform him who had called. The caller will just bang down the receiver before I can complete my enquiry for a name or message.

Radha : I can well imagine your plight! Banging down the receiver without a ‘sorry’ or ‘thank you’ speaks poorly of one’s behaviour. I’ve often experienced it myself. The phone will ring in the middle of the night, and when I pick up the receiver, the caller will ask for some unknown person. Before I can complete my answer that there is no such person here, the caller will disconnect without

so much as a ‘sorry’ for disturbing my sleep!

Rajini : I think we should start a short Summer Course on “Telephone Etiquette”.

Radha : Yes, we should! Let’s do it. We’ll plan it! Summer hols is still far away!

Rajini : When do I get to meet you again?

Radha : Will you be free on Sunday?

Rajini : Yes, I’ll call you up and fix the time, Ok? Bye for now.

 Radha : Bye!

In the above conversation the following etiquette of manners are revealed:

1. When you pick up the receiver, mention your name and / or the phone number. Do not say “Hello” only.

2. If the caller wants to talk to someone at the same place, ask him politely to hold the line while you call him to the phone.

3. Do not talk loudly on the phone.

4. Do not talk too long on the phone. You may be preventing an urgent call coming in.

5. Do not make calls at odd hours (too early or too late) unless it is an emergency.

6. Apologize for wrong numbers and late calls.

Tips for succesful telephone conversation


Here are a few more tips on telephone etiquette and courtesies which will help the person you are talking with to form a good opinion of you and your efficiency in telephonic conversation.

a. When making a call, always plan what you want to speak about so that you save time and show confidence through having prepared yourself.

b. Suit your style to that of the person you are talking to. Busy people would like you to be brief and direct without unnecessary conversation and drawl in your tone. Others may want a more sociable and easy flow of conversation.

c. When you are the caller, avoid talking to anyone else in the room while you are on the phone - unless it is directly related to the phone conversation.

d. Respond to a ringing phone immediately. It could be an important call. Besides you will appear slack and inefficient if you let your phone ring too long and cause annoyance at the other end.

e. Talk clearly into the phone. Avoid talking while eating.

f. Take messages for members of the family / office who are not available to answer their calls and make sure you note the name of the caller, his/her phone number and the time of the call.

g. End the call politely thanking the caller / receiver and assuring a return call if required.

Here is some example for Telephone conversation

The telephone conversation.

Naveen : Hello, I am Naveen calling from Tirunagar. Is it the SPCA?

Voice : Yes, what can I do for you?

Naveen : I’ve already informed you about the stray dogs in my neighbourhood. I’m afraid I’ve got a complaint to make.

Voice : What’s it?

Naveen : I’m sorry to say this, but these dogs are stoned and ill-treated by some children of our neighbourhood.

Voice : Could you tell me where you live?

Naveen : I live in Bharathi Street, Tirunagar, Madurai. Could you please come and take them away immediately?

Voice : Definitely. We’ll come in an hour.

Naveen : Thank you!





(It is a telephone conversation between Ramya and the receptionist at the youth hostel, Pitchavaram.)


Ramya : Hello, I’d like to visit Pitchavaram on 15th August.

Receptionist : Would you like to have accommodation here?

Ramya : Yes.

Receptionist : Would you like a single room or a double room to be booked?

Ramya : I would rather have a double room booked. I would like to stay for two days. I would like to go boating in the lake in the mangrove forest there.

Receptionist : Which would you prefer, a rowing boat or a mechanised one?

Ramya : I’d prefer a rowing boat.


Receptionist : That’s fine. We’d arrange for the room and for boating.

asking to say something again in telephone conversation example

ASKING SOMEONE TO SAY SOMETHING

AGAIN AND ASKING FOR HELP

WARM UP
‘I beg your pardon’.
Have you heard people using this sentence in conversation?
When do they use it?

LET’S ROLE PLAY

1. Father and Son

Son : I’m sorry to bother you, I need a help daddy.
Father : What help?
Son : I want ss…some…mm money.
Father : What was that?
Son : I said I want some money.
Father : Money? What for?
Son : I’ve lost my friend’s cell phone Daddy.
Father : Your friend’s cell phone? How did it happen?
Son : It was in my shirt pocket, Daddy. While travelling in a
crowded bus, some thief picked it from my pocket. I
have to buy a new one and give it to him.
Father : You’re always careless. How much does it cost?
Son : Only Rs.3000 /-
Father : Go and get it from your mom.
Son : Thank you, Daddy.

2. A Telephone conversation

A: Hello, could I speak to Mr. Raveendran?
B: I’m sorry, would you mind repeating the name, please?
A: I said Raveendran.
B: Oh Raveendran. I’m afraid he is away at the moment.
A: I’d be grateful if you could pass on a message to him. I’m
Livia. The book he wants is in my office with my personal
secretary.
B: I’ve noted down the message. I’ll pass it on to him as soon as
he arrives.
A: Thanks a lot.
B: Welcome.

Calling ambulance and buying medicine conversation in English

ENGLISH FOR SPECIFIC PURPOSES

AND FIELDS

ENGLISH FOR MEDICINE

 COMPETENCIES

A. Listening

Task: Listen to a doctor’s instructions to patients. The teacher

will read them aloud twice:

(The teacher reads twice)

Answer the following questions:

1. Why should the patient come on Tuesday?

2. What should the patient apply on the abrasions?

3. What diet does the doctor suggest?

4. How should the patient lie down?

5. How many puffs are recommended by the doctor?

6. When should the patient get the test done at the lab?

7. How many capsules should be taken? When?

8. The doctor asks the patient to take … ……….. of syrup.

9. The doctor asks the patient to ……. his head.

10. What should the patient avoid?

11. How many tablets should be taken? When?

B. Speaking

I. Hema’s grandmother who is 80, has slipped and fallen in

the bathroom. Hema is alone at home.

Hema: (on the phone) Hello, is it ‘R U Hale & Hearty’ hospital?

This is an emergency. Please send an ambulance

immediately to 9, 5th Cross, Indira Nagar, Adyar. My

80 yr old grandmother has had a fall. My telephone number

is 24912031.

(The ambulance arrives and takes Hema and her

grandmother to hospital.)

The doctor treats Hema’s grandmother. He asks her to buy

some medicines. Hema goes to the pharmacy. While Hema

awaits her turn, there are others buying medicines.

A : Can I have a strip of paracetamol tablets, a couple of

band-aid strips and a roll of cotton, please?

B : Can I have something for my cold? Something without

sulpha. I’m highly allergic to sulpha.

Hema : Can I have these medicines, please? (hands over

prescription) I also need this injection and a disposable

syringe …. One moment, let me check the expiry dates of

the medicines ….. Could you please put this injection

vial and syringe in a separate pack? ….. How much

should I pay? ….. (pays and takes the medicines)

On her way back, Hema meets her friend Sudha at the lab,

who has come with her mother.

Hema : Hello, Sudha!

Sudha : Hello, Hema! One moment …. (to the lab technician)

The doctor has asked my mother to go in for a blood

test. Here’s the slip. I think she also needs an x-ray.

Where do I go for the x-ray?

Lab T : Please wait a minute ….. (busy with some tests)

Sudha : Sorry, Hema. You see …. I came with my mother. She’s

been running a high temperature for a couple of days.

You seem to have got medicines from the pharmacy.

Hema : Yes. It’s for my grandmother. She had a fall in the

bathroom.

Sudha : How sad! …. Sorry, I think I’ll have to go with my

mom….

Hema : It’s alright. See you later.

how to descripe symptome and health queries in Englihs by phone - example

II. In these days of telemedicine, unless one is able to describe

symptoms clearly while asking health queries – over the phone –

one cannot be ensured of correct diagnosis.

Read the following telephone queries of patients to a panel of

doctors on the ‘Sugam phone-in’ show on TV:

Compére : Welcome viewers to our ‘Sugam phone-in’ show!

This week, we have with us Dr. Balan, Paediatrician,

Dr. Ammaiappar, Geriatrician, Dr. Tholkappiar,

Dermatologist, Dr. Brian D’Souza, Neurologist and

Dr. Bonnie Rajkumar, Orthopaedic surgeon. We

request our viewers to be brief in their queries and

spell out their symptoms clearly. Remember our no.

is 044-28279210. Here’s our first call.. (tr…ing…ng..)

Caller 1 : Question to Dr. Tholkappiar, please.

Dr.T : Yes, ….

Caller 1 : Doctor, I’m Harry, an 18 yr old college student. I

have lost a lot of hair in recent months. I have an

itchy scalp too. I have not changed my hair oil or

shampoo, recently. I drive a two-wheeler and wear a

helmet. Could that be the reason for my hair-fall?

Dr.T : Certainly not, Mr. Harry. It is a myth that wearing a

helmet will cause loss of hair. Your problem could

be dandruff. Check if there are white powdery flakes

on your scalp. It is dandruff that is a major cause of

hair-fall. It causes itchiness too. Use anti-dandruff

shampoo twice a week. Candid TV could prove

effective. If you have an oily scalp, wash your hair

regularly. Dust and dirt, combined with oil could

cause dandruff. Also use your own comb, towel, etc.

Caller 1 : Thank you, doctor.

Compére : Our next caller …. (tr…ing…ng..)

Caller 2 : Question to Dr. Bonnie Rajkumar.

Dr. B R : Yes, please.

Caller 2 : I’m Nikita, a medical transcriptionist. For the past

six months I’ve been having pain at the joint of my

neck and spine. It arises when there is a jerk while

travelling on my bike, or when I bend down to work.

Sometimes I also have giddiness. I had an x-ray

taken and doctors said that I don’t have spondilitis. I

apply hot water fomentation and gels when pain

occurs. How do I get rid of it?

Dr. B R : Your complaint is common among computer

professionals. You need to take a few precautions.

Do not work for more than 45 minutes at a stretch.

Always rest for 15 minutes every hour. Your keyboard

should be close to your body, i.e. your elbow should

be bent at an angle while working. Use a thin pillow

at night. Neck exercises are useful. Try these

exercises.(Demonstrates a couple of exercises.)

Compére : There’s our next caller ….. (tr…ing…ng..)

Caller 3 : Hello, is it ‘Sugam phone-in’ show?

Compére : Yes, it is.

Caller 3 : I’m Mrs. Guna. My question is to Dr. Balan. My

daughter aged three, suffers from frequent cold, cough

and wheezing with fever. On several occasions the

child vomits food with mucus. We give her only

boiled water. Doctors have diagnosed Upper

Respiratory Tract Infection and prescribed

medicines, which only give temporary relief.

Dr. B : Many children have this problem, which is very

recurrent when young. Don’t worry provided the

child is active, gaining weight and sleeping

peacefully. A child vomiting, especially after a bout

of coughing, is not a cause for worry because it

clears the airways blocked by mucus. Some

preventive measures could be taken like, preventing

her from playing in the mud, drinking iced drinks or

going into an AC room after sweating profusely and

avoiding smoking around the child. Continue the

medicines and her immunity will gradually improve.

Compére : Viewers, please stay with us. We’ll be back with you

after a short break for the commercials.

Task 1: Practise the above questions and answers, taking turns.

Task 2: Prepare a list of queries to be asked to a doctor/panel of

doctors. Practise them.

Improve telephonic conversation between two friends

A general conversation between two people on the phone starts with basic daily and enquiring names or designations of the caller. This has become the norm of English language communication. As a response, a person who uses English as a second language may become confused.

Tips on holding a conversation on the phone


Presented here are a few guidelines, which can help improve conversation between two people on phone. Let's start off with bits of basic advice that will get you prepared before starting a conversation:

1. Plan ahead. Be sure about what you have to talk about. It's advisable to write down pointers that need to be discussed. By doing so, you will ensure that nothing gets missed during the conversation.

2. Match the tone of the conversation. Pace up if the other person has a tightly packed schedule. Use a warm and indirect approach for those who have ample time to spend on the phone with you.

3. Try to avoid disruptions. Be alone in a silent room where there are fewer distractions.

4. Among the best practices of multinational companies, one is to pick up the phone before three rings. Be active to respond to incoming calls as it can present a fabulous opportunity for you.

5. Make sure that the caller can hear you, so talk with clarity. Do not take silent sips or bites while talking on the phone.

6. If the caller is looking for a person who is not present at the moment, apologize to the caller and ask for information so that the call can be efficiently responded. For example, you can take their name, number, or a message for the intended caller.


7. Be polite in your conversation and tone. Using greeting words, please, sorry and thank you can create a great impression on the other caller.

Example conversation 

Sample of a conversation between two people on the phone

Andy: (Receives the call) Hitech Industries, Andy speaking! How can I be of assistance to you today?

John: Hello! I am John, I want to talk to Megha Singh who's in the HR department.
(Andy transfers the call to Megha)

Megha: Hello! This is Megha, who am I speaking to?

John: How are you doing, Megha? I am John; I used to work at your previous office. I have been trying to reach you for days and luckily, I found your number on LinkedIn.

Megha: I am doing very well. It’s good to hear from you after so long. So, how are things moving up at the contact center?

John: It's been good here, but I am a bit frustrated by the conversation style of our clients. People have lost a sense of telephone etiquettes and would be either so loud to hurt your ears or so low that you can barely understand what they wish to say.

Megha: I admit, these are some of the drawbacks of working in client services, but on the brighter side, we can get good clients too. They are courteous and polite in their conversation. Maybe we can push our team leaders to conduct sessions with our clients, focusing on communication skills.

John: Well, that is a brilliant idea! I will surely put it up in our weekly team meeting. This will sure be beneficial for all of us.

Megha: Yes, it would be great. Take care of yourself, hope to see you soon.

John: I would be glad to see you too. Take care, bye!

The following is a telephonic conversation between two friends Anitha and Geetha. Read on!

Anitha : Hello ! Geetha?

Geetha : Hi Anitha ! You had spoken to me only a little while ago. Now you’re back on the line. What’s up?

Anitha : I need your help Geetha. I just received a call from

Mumbai. My cousins from the U.S are arriving at Chennai by the 11.30 a.m. Air India flight. That’s less than an hour from now.

Geetha : So how do i fit into this information?

Anitha : I need you to receive them at the airport and drop them at my flat, Geetha. I have an important Board Meeting in half an hour and I can’t get away from it. You’ll do me this favour, won’t
you?

Geetha : Hey! How can I receive them when I don’t even know what they look like? Don’t tell me you expect me to stand there with a placard like a tourist guide!

Anitha : Not a bad idea! But jokes apart, let me describe them to you so that you’d be able to recognise them by the description.

Geetha : OK! Shoot! I am all ears!

Anitha : There are four of them - two men and two women. Kannan is the tallest. He is a thirty-year
old six footer with broad shoulders and a ruddy complexion. He sports a heavy moustache and a thick but well trimmed beard, both these being in sharp contrast to his bald pate. He’s got a round face with a short nose and small close-set eyes. He prefers formal wear so, if it is not a suit and tie, he would surely be in a full—sleeved, checked shirt with matching tie, and in leather shoes which match his trousers.

Geetha : OK-How about the rest?

Anitha : Varun is easy to identify in any crowd. He, too, is around thirty years old but he is short, stocky and swarthy. He is clean—shaven but his head is crowned with a thick mop of black hair which is often untidy and unkempt. He is always in polo necked T shirts and shorts when he is in india and sandals are a compulsory accessory to his dress code! He is a cheerful guy and when he
grins, the sparkle of his white teeth competes with the twinkle in his eyes.

Geetha : Are the women too so distinct in their appearance?

Anitha : Divya is Kannan’s sister and she is tall like him. But that ‘s as far as the similarity goes. She is fair- smooth-skinned, slim with long brown shouldcr-lengthhair. Unlike her brother,she is aquiline-nosed and doe-eyed but like him she prefers formal wear whether it is western or ethnic. So she is bound to be in a narrowbordered Kancheepuram Silk Saree or an elegant flannel skirt with a high collared cuff-sleeved satin blouse. Kannan, Varun and Divya are my paternal cousins but Preethi, the last on the list, is a maternal one. She is my mother’s sister’s daughter. She resembles me in many ways. We be in tight jeans, baggy shirt and high-heeled shoes! are of the same age, both of us are of
jockey height, we are thin, wiry-haired, wheat— complexioned, freckled, spectaicled, with beady
eyes and a snub-nose. Without doubt, she will : be in tight jeans, baggy shirt and high - heeled
shoes!

Geetha : Phew! That’s quite a lot to remember! Perhaps I’ll first look for Preethi, your look-alike, and the real would then easy. OK Anitha. Go ahead with your meeting. I’ll set out for the airport now. I’ll call you up or ‘SMS’ you when we get to the flat. Bye.

Anitha : Thanks a lot Geetha. Bye!

Telephone conversation - Making complain - Basic

Telephone conversation to complain in Basic English

Naveen : Hello, I am Naveen calling from Tirunagar. Is it
the SPCA?
Voice : Yes, what can I do for you?
Naveen : I’ve already informed you about the stray dogs in
my neighbourhood. I’m afraid I’ve got a complaint
to make.
Voice : What’s it?
Naveen : I’m sorry to say this, but these dogs are stoned and
ill-treated by some children of our neighbourhood.
Voice : Could you tell me where you live?
Naveen : I live in Bharathi Street, Tirunagar, Madurai. Could
you please come and take them away immediately?
Voice : Definitely. We’ll come in an hour.
Naveen : Thank you!

Improve spoken English - Telephone conversation example

The following is a conversation conveying a message.

Ramesh : Hello! Can I speak to Arthi, please?
Sridhar : Arthi is not at home. May I know who’s calling, please?
Ramesh : I’m her friend Ramesh. Mmm.... I’ll talk to her later.
Sridhar : Is there any thing to be conveyed to her?
Ramesh : Could you tell her that I’m coming tomorrow to
Ahmedabad? I plan to visit schools attended by
Gandhiji in Gujarat.
Sridhar : I’ll give her your message.
Ramesh : Thank you.
Task : Practise this conversation

II. The following is a con versation enquiring after one’s health.
Vikram : Hello! I’m Vikram calling from Bangalore. Is it
24422537?
Ravi : Hello, Vikram! How are you?
Vikram : I’m fine. How are you?
Ravi : Fine.
Vikram : In fact, I called you to enquire after your father’s health.
I heard he was hospitalised.
Ravi : He is still in hospital. He is improving and should be
back home tomorrow.
Vikram : He was alright when I saw him some time back. What
happened now?
Ravi : He complained of giddiness. We took him to the
hospital. He was admitted because the doctors wanted
to keep him under observation.
Vikram : I hope there is nothing serious.
Ravi : His blood pressure was a little high, but now it is under
control.
Vikram : Wish him a speedy recovery.

Ravi : Yes, I will. Thanks for calling.
Vikram : I am sending a ‘get well’ card too.
Ravi : Thank you.
Task: Practise this conversation

Telephonic conversations in english

A telephonic conversation between two friends Anitha and Geetha.

Anitha : Hello ! Geetha?

Geetha : Hi Anitha ! You had spoken to me only a little while ago. Now you’re back on the line. What’s up?

Anitha : I need your help Geetha. I just received a call from Mumbai. My cousins from the U.S are arriving at Chennai by the 11.30 a.m. Air India flight. That’s less than an hour from now.

Geetha : So how do i fit into this information?

Anitha : I need you to receive them at the airport and drop them at my flat, Geetha. I have an important Board Meeting in half an hour and I can’t get away from it. You’ll do me this favour, won’t you?

Geetha : Hey! How can I receive them when I don’t even know what they look like? Don’t tell me you expect me to stand there with a placard like a tourist guide!

Anitha : Not a bad idea! But jokes apart, let me describe them to you so that you’d be able to recognise them by the description.

Geetha : OK! Shoot! I am all ears!

Anitha : There are four of them - two men and two women. Kannan is the tallest. He is a thirty-year old six footer with broad shoulders and a ruddy complexion. He sports a heavy moustache and a thick but well trimmed beard, both these being in sharp contrast to his bald pate. He’s got a round face with a short nose and small close-set eyes. He prefers formal wear so, if it is not a suit and tie, he would surely be in a full—sleeved, checked shirt with matching tie, and in leather shoes which match his trousers.

Geetha : OK-How about the rest?

Anitha : Varun is easy to identify in any crowd. He, too, is around thirty years old but he is short, stocky and swarthy. He is clean—shaven but his head is crowned with a thick mop of black hair which is often untidy and unkempt. He is always in polo necked T shirts and shorts when he is in India and sandals are a compulsory accessory to his dress code! He is a cheerful guy and when he
grins, the sparkle of his white teeth competes with the twinkle in his eyes.

Geetha : Are the women too so distinct in their appearance?

Anitha : Divya is Kannan’s sister and she is tall like him. But that ‘s as far as the similarity goes. She is fair- smooth-skinned, slim with long brown shouldcr-lengthhair. Unlike her brother,she is
aquiline-nosed and doe-eyed but like him she prefers formal wear whether it is western or ethnic. So she is bound to be in a narrowbordered Kancheepuram Silk Saree or an elegant flannel skirt with a high collared cuff-sleeved satin blouse. Kannan, Varun and Divya are my paternal cousins but Preethi, the last on the list, is a maternal one. She is my mother’s sister’s daughter. She resembles me in many ways. We be in tight jeans, baggy shirt and high-heeled shoes! are of the same age, both of us are of jockey height, we are thin, wiry-haired, wheat—complexioned, freckled, spectaicled, with beady eyes and a snub-nose. Without doubt, she will : be in tight jeans, baggy shirt and high - heeled shoes!

Geetha : Phew! That’s quite a lot to remember! Perhaps I’ll first look for Preethi, your look-alike, and the real would then easy. OK Anitha. Go ahead with your meeting. I’ll set out for the airport now. I’ll call you up or ‘SMS’ you when we get to the flat. Bye.

Anitha : Thanks a lot Geetha. Bye!


Related Links :

Ooral practice in english

Oral practice english

Communication purpose

Telephone conversation basic example

BUSINESS ENGLISH - TELEPHONE
Useful telephone vocabulary and phrases in English

Giving negative information

• I'm afraid the line's engaged. Could you call back later?


• I'm afraid he's in a meeting at the moment


• I'm sorry. He's out of the office today / He isn't in at the moment.


• I'm afraid we don't have a Mr/Mrs/Miss ... here


• I'm sorry. There's nobody here by that name.


• Sorry. I think you've dialed the wrong number.


• Sorry. I'm afraid you've got the wrong number.

Telephone problems

• The line is very bad. Could you speak up please?


• Could you repeat that please?


• I'm afraid I can't hear you.


• Sorry. I didn't catch that. Could you say that again please?

Leaving/taking a message

• Can I leave/take a message?


• Would you like to leave a message?


• Could you give him/her a message?


• Could you ask him/her to call me back?


• Would you like him/her to call you back?


• Could you tell him/her that I called?


• Could you give me your name please?


• Could you spell that please?


• What's your number please?

BUSINESS ENGLISH - TELEPHONE speaking tips

Useful telephone vocabulary and phrases in English

Making contact

• Hello/Good morning/Good afternoon ..


• This is John Brown speaking.


• Could I speak to .......... please?


• I'd like to speak to .......... please.


• I'm trying to contact ..........

Giving more information

• I'm calling from Tokyo/Paris/New York/Sydney


• I'm calling on behalf of (Mr. X ...)

Taking a call

• X speaking


• Can I help you?

Asking for a name/information

• Who's calling please?


• Who's speaking?


• Where are you calling from?


• Are you sure you have the right number/name?

Asking the caller to wait

• Hold the line please


• Could you hold on please


• Just a moment please

Connecting

• Thank you for holding


• The line's free now ..... I'll put you through


• I'll connect you now / I'm connecting you now.

Telephone conversation - Making complain

Naveen : Hello, I am Naveen calling from Tirunagar. Is it
the SPCA?
Voice : Yes, what can I do for you?
Naveen : I’ve already informed you about the stray dogs in
my neighbourhood. I’m afraid I’ve got a complaint
to make.
Voice : What’s it?
Naveen : I’m sorry to say this, but these dogs are stoned and
ill-treated by some children of our neighbourhood.
Voice : Could you tell me where you live?
Naveen : I live in Bharathi Street, Tirunagar, Madurai. Could
you please come and take them away immediately?
Voice : Definitely. We’ll come in an hour.
Naveen : Thank you!

Telephone English - Making request