Introduction
Some of the following materials are specifically designed for persons whose native language is Chinese.
Lesson 7
Section 1
Important Phrases for Telephone Conversations
Telephoning includes learning a number of special phrases, as well as focusing on listening skills. Some of the most important phrases include how to answer the phone, how to ask for others, how to connect, and how to take messages.
Section 2
Introducing Yourself
Here are a few ways to informally introduce yourself on the telephone:
“This is Ken.” or
“Hello, Ken speaking.”
If you'd like to reply more formally, use your full name.
“This is Jennifer Smith speaking.” or
“Hello, Jennifer Smith speaking.”
Businesses commonly answer stating the business name and ask how they can help:
“Good morning, MacKay Companies. How may I help you?”
“Andover Plumbers. How can I be of service today?”
Section 3
Asking Who Is on the Telephone
Sometimes, you'll need to find out who is calling. Ask them politely for this information:
“Excuse me, who is this?” or
“May I ask who is calling, please?” or
“Can I ask who is calling, please?”
Section 4
Asking for Someone
At other times, you'll need to speak to someone else. This is especially true when you telephone a business. Here are some examples:
“Can I have extension 321?” (extensions are internal numbers at a company)
“Could I speak to Paul?”
“Can I speak to Paul?”
(This is a more informal way of asking for someone.)
“May I speak to Paul?”
(This is a more formal way of asking for someone.}
“Is Jack in?” (this is an informal way of asking “Is Jack in the office?”)
Section 5
Connecting Someone
If you answer the phone, you might need to connect the caller to someone. Here are some useful phrases:
“I'll put you through.” (‘put you through’ means ‘connect you’)
“Can you hold the line?”
“Can you hold on a moment?”
Section 6
When Someone Is Not Available
These phrases can be used to express that someone is not available to speak on the telephone.
“I'm afraid Mr. Jackson is not available at the moment.”
“Mr. Jackson isn't in right now.”
“Mr. Jackson is out at the moment.”
Section 7
Taking a Message
If someone isn't available, you might want to take a message to help the caller.
“Could I take a message?” or
“Can I take a message?” or
“May I take a message?”
“Could I tell him who is calling?” or
“May I tell him who is calling?”
“Can I tell him who is calling?” or
“Would you like to leave a message?”
Section 8
Practice With a Role Play
Here's a short dialogue giving an example of calling someone at work. You can use this dialogue to practice with a friend, a classmate or yourself using your own information. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Operator: “Hello, MacKay Enterprises. How can I help you?”
Peter: “This is Peter Jackson. Can I have extension 3421?”
Operator: “Certainly, hold on a minute, I'll put you through.”
Dana: “Bob Peterson's office, Dana speaking.”
Peter: “This is Peter Jackson calling, is Bob in?”
Dana: “I'm afraid he's out at the moment. Can I take a message?”
Peter: “Yes. Could you ask him to call me at (978)123-4567. I need to talk to him about the ESL products, it's urgent.”
Dana: “Could you repeat the number please?”
Peter: “Yes, that's (978)123-4567, and this is Peter Jackson.”
Dana: “Thank you Mr. Jackson, I'll make sure Bob gets this asap.”
Note: “asap” is short for “as soon as possible”.
Peter: “Thanks, bye.”
Dana: “Bye.”
As you can see, the language is rather informal and there are some important differences from face-to-face conversational English.
Now listen to the dialogue from start to finish without breaks.
Section 9
Improve Your Telephone Skills
Speaking on the telephone can be a challenge. There are many reasons for this:
There is no body language.
People are often nervous when speaking on the phone.
People might speak quickly and be difficult to understand.
Introduce yourself properly
When on the phone, use "This is..." rather than "I am..." when introducing yourself. Don't be shy about asking the speaker (politely) to repeat names and numbers to ensure that you get the right information. Repeating names and numbers will help slow speakers down.
Key Vocabulary
Before practicing the following dialogues, familiarize yourself with the following terms, which are common to many telephone conversations:
“This is ...”
“May I speak to...?”
Can I speak to…?
Could I speak to…?
“I'm calling...”
“I’m calling for…”
“Hold the line a moment...”
“I’ll put you through…”
“Who's calling...?”
“…take a message…”
call
ring
phone
Practice your telephone skills using the short conversations provided below that focus on several everyday situations. Practice each dialogue with a friend or classmate a number of times. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Section 10
Practice Dialogue: Calling Someone at Work
Here's a short dialogue giving an example of calling someone at work. You can use this dialogue to practice with a friend, a classmate or yourself using your own information. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Caller: “Hello. This is [your name]. May I speak to Ms. Sunshine, please.”
Receptionist: “Hold the line a moment, I'll check if she is in her office.”
Caller: “Thank you.”
Receptionist: “Yes, Ms. Sunshine is in. I'll put you through.”
Ms. Sunshine: “Hello, this is Ms. Sunshine. How can I help you?”
Caller: “Hello, my name is [your name], and I'm calling to inquire about the position advertised on JobSearch.com.”
Ms. Sunshine: “Yes, the position is still open. Could I have your name and number, please?”
Caller: “Certainly. My name is [your name].”
Now listen to the conversation without interruption.
Section 11
Practice Dialogue: Leaving a Message
Here's a short dialogue giving an example of calling someone and leaving a message. You can use this dialogue to practice with a friend, a classmate or yourself using your own information. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Fred: “Hello. Could I speak to Jack Parkins, please?”
Receptionist: “Who's calling, please?”
Fred: “This is Fred Blinkingham. I'm a friend of Jack's.”
Receptionist: “Hold the line, please. I'll put your call through.” (after a moment)—”I'm afraid he's out at the moment. Can I take a message?”
Fred: “Yes. Can you ask him to give me a call? My number is 909-345-8965.”
Receptionist: “Could you repeat that, please?”
Fred: “Certainly. That's 909-345-8965.”
Receptionist: “OK. I'll make sure Mr. Parkins gets your message.”
Fred: “Thank you. Goodbye.”
Receptionist: “Goodbye.”
Now listen to the conversation without interruption.
Section 12
Practice Dialogue: Making a Doctor's Appointment
Here's a short dialogue giving an example of calling to make an appointment with a doctor. You can use this dialogue to practice with a friend, a classmate or yourself using your own information. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Caller 1: “Dr. Peterson's office. How may I help you?”
Caller 2: “I'd like to make an appointment to see the doctor.”
Caller 1: “Certainly, are you ill at the moment?”
Caller 2: “Yes, I'm not feeling very well.”
Caller 1: “Do you have a fever or any other symptoms?”
Caller 2: “Yes, I have a slight fever and aches and pains.”
Caller 1: “OK, Dr. Peterson can see you tomorrow. Can you come in the morning?”
Caller 2: “Yes, tomorrow morning is fine.”
Caller 1: “How about 10 o'clock?”
Caller 2: “Yes, 10 o’clock is fine.”
Caller 1: “May I have your name?”
Caller 2: “Yes, it's David Lain.”
Caller 1: “Have you seen Dr. Peterson before?”
Caller 2: “Yes, I had a physical exam last year.”
Caller 1: “Yes, here you are. OK, I've scheduled you for 10 o'clock tomorrow morning.”
Caller 2: “Thank you.”
Caller 1: “Drink plenty of warm fluids and get a good night's sleep.”
Caller 2: “Thank you. I'll do my best. Goodbye.”
Caller 1: “Goodbye.”
Now listen to the conversation without interruption.
Section 13
Practice Dialogue: Making a Dinner Reservation
Here's a short dialogue giving an example of calling to make a dinner reservation. You can use this dialogue to practice with a friend, a classmate or yourself using your own information. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Caller 1: “Good Evening, Brown's Grill. How may I help you?”
Caller 2: “Hello, I'd like to make a dinner reservation for Friday.”
Caller 1: “Certainly, I'd be happy to help you with that. How many people are there in your party?”
Caller 2: “There'll be four people.”
Caller 1: “And what time would you like to make a reservation?”
Caller 2: “Let's say at 7 o'clock.”
Caller 1: “I'm afraid we don't have anything available then. We could seat you at 6 o'clock or 8 o'clock.”
Caller 2: “Oh, OK. Let's make the reservation for 8 o'clock.”
Caller 1: “Fine, 8 o'clock on Friday evening for four people. May I have your name?”
Caller 2: “Yes, it's Anderson.”
Caller 1: “Is that Anderson with an "e" or an "o"?”
Caller 2: “Anderson with an ‘o.’"
Caller 1: “Thank you. Great. I have a table for four for the Anderson party at 8 o'clock on Friday evening.”
Caller 2: “Thank you very much.”
Caller 1: “You're welcome. We'll see you on Friday.”
Caller 2: “Yes, see you then. Goodbye.”
Caller 1: “Goodbye.”
Now listen to the conversation without interruption.
Section 14
Practice Dialogue: Telephoning on behalf of someone
Here's a short dialogue giving an example of calling on behalf of someone. You can use this dialogue to practice with a friend, a classmate or yourself using your own information. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Caller 1: “Good morning, Andover Language School, this is Chris. How may I help you?”
Caller 2: “Good morning, this is Alice Smith, I'm calling for my husband, Jack Smith. He's not feeling well today.”
Caller 1: “I'm sorry to hear that. I hope it's not too bad.”
Caller 2: “No, no he has a little fever and a cough. Nothing too serious.”
Caller 1: “Well, I hope he feels well soon.”
Caller 2: “Thank you. Do you think I could get his homework for this week?”
Caller 1: “Is there any specific class?”
Caller 2: “I'm especially concerned about ESL.”
Caller 1: “OK, is it all right for me to give your email address to the teachers? They can then send the homework along later today.”
Caller 2: “That would be great. Do you have my husband’s e-mail on file?”
Caller 1: “Just a moment... We have jacks@gmail.com. Is that correct?”
Caller 2: “Yes, that is correct.”
Caller 1: “OK, I'll make sure Mr. Xu and Mr. MacKay get your message and your husband’s email.”
Caller 2: “Thank you very much.”
Caller 1: “I hope Jack feels well soon.”
Caller 2: “He should be fine by tomorrow. Thanks for your help.”
Caller 1: “My pleasure, have a nice day.”
Caller 2: “Thank you. Goodbye.”
Caller 1: “Goodbye.”
Now listen to the conversation without interruption.
Section 15
Practice Dialogue: Asking a Question about a Bill
Here's a short dialogue giving an example of calling regarding a bill. You can use this dialogue to practice with a friend, a classmate or yourself using your own information. Practice by each of you taking a role and reading the dialogue out loud. Then switch roles and practice reading the other person’s role.
You and your classmate may be asked to conduct your role play during the class.
Caller 1: “Good afternoon, Northwest Electricity, how may I help you?”
Caller 2: “Good afternoon, this is Robert Tips. I have a question about my electricity bill this month.”
Caller 1: “I'd be happy to help you with that Mr. Tips. Can I have your account number?”
Caller 2: “I'm afraid I don't have that with me.”
Caller 1: “It's no problem. I'll just look your name up in our database.”
Caller 2: “Great.”
Caller 1: “Could you give me your address as well?”
Caller 2: “It's 2368 NW 21st Ave., Vancouver, Washington.”
Caller 1: “Yes, I have your account up on my computer. How may I help you?”
Caller 2: “The last bill I received seemed too high.”
Caller 1: “Yes, I see that it was considerably higher than last year. Did you use more electricity?”
Caller 2: “No, I don't think we used any more electricity than the year before.”
Caller 1: “OK, I'll tell you what I can do. I'll mark this and have a supervisor take a look at the account.”
Caller 2: “Thank you. When can I expect an answer?”
Caller 1: “We should have an answer for you by the end of the week. I'll give you an inquiry number.”
Caller 2: “OK, let me get a pen. OK, I'm ready.”
Caller 1: “It's 3471.”
Caller 2: “That's 3471.”
Caller 1: “Yes, that's correct.”
Caller 2: “Thank you for your help.”
Now listen to the conversation without interruption.
Section 16
After you've practiced the above a number of times, try these exercises:
Call local businesses
The best way to get better is by practicing calling various stores or businesses. Before calling, jot down a few notes on the information you would like to find out. Use your notes when you call the stores to help you feel more confident when you speak.
Call yourself
To practice leaving messages, call yourself and leave a message. Listen to the message to see if you can understand the words clearly. Play the recording for a native-speaking friend to see if she understands the message you have left.
Next, write your own telephone dialogues, go into another room, and use your smartphone to call your partner. Practicing by using a real phone will make future conversations with native speakers much easier.
Section 17
Calling 911
You should call 911 only in case of emergencies. These include medical emergencies, fires, and crimes. Whenever you call 911, you should be prepared to provide the following information:
your name,
your address,
your telephone number,
a description of the emergency, and
the location of the emergency.
If your emergency is medical, you may be asked questions about the victim’s condition. The 911 Operator may ask:
if the victim is breathing,
if the victim is conscious, and
if he or she has a pulse.
It is important that you stay on the line with the operator until an ambulance and paramedics arrive. Often, the operator can tell you what to do for the victim until help arrives.
Key Vocabulary:
ambulance: an emergency vehicle used to transport the sick and the injured to the hospital.
conscious: awake or alert.
CPR: (cardiopulmonary resuscitation) an emergency procedure to help someone’s heart to beat again, and to breath again.
drown: to die by suffocating in water.
emergency: a serious situation that happens unexpectedly and requires professional and/or medical attention.
fall: to drop accidentally.
paramedic: a person who is trained to give emergency medical treatment.
pulse: rhythmic beating caused by pumping blood through the body; usually checked on the neck and on the wrist.
seizure: a sudden attack that usually causes the person to shake uncontrollably or become unconscious.
unconscious: not awake or alert.
victim: the person who has been injured or has become ill.
Section 18
Emergency Call Practice Dialogue #1
911 Operator: 911 Communications. What’s your emergency?
Caller: My husband has collapsed.
911 Operator: Where are you?
Caller: We are home.
911 Operator: What is the address?
Caller: 123 Main Street, Andover.
911 Operator: Is your husband conscious?
Caller: No, he is unconscious.
911 Operator: Is he breathing?
Caller: Yes.
911 Operator: What is your name?
Caller: Joan Bailey.
911 Operator: And, your telephone number?
Caller: My cell phone number is 978-555-9849.
911 Operator: Don’t hang up. Stay on the line until paramedics arrive.
Caller: OK.
Now listen to the conversation without interruption.
Section 19
Emergency Call Practice Dialogue #2
911 Operator: 911 Communications. What’s your emergency?
Caller: My wife has fallen.
911 Operator: Where are you?
Caller: We are at 1132 Lakeside Avenue.
911 Operator: Is she conscious?
Caller: No. She is unconscious.
911 Operator: Is she breathing?
Caller: Yes, but not very well.
911 Operator: It is important that you do not move her.
Caller: OK.
911 Operator: What is your name?
Caller: John Brown.
911 Operator: And, your telephone number?
Caller: My cell phone number is 978-555-7739.
911 Operator: Don’t hang up. Stay on the line until the ambulance arrives.
Caller: OK.
Now listen to the conversation without interruption.
Quiz
Section 20
Making Wireless 911 Calls
When making a 911 call from a wireless phone, you should:
Tell the emergency operator the location of the emergency right away.
Be prepared to provide the emergency operator with your wireless phone number, so if the call gets disconnected, the emergency operator can call you back.
Remember that many emergency operators currently lack the technical capability to receive texts, photos and videos.
If you do not have a contract for service with a service provider and your emergency wireless call gets disconnected, you must call the emergency operator back because the operator will not have your telephone number and cannot contact you.
Quiz
Section 21
Learning Assessment
Work with a classmate to write a short telephone conversation. Choose one of the following themes or make one up of your own:
Calling a local business for information
Making a dinner reservation at a restaurant
Calling the auto service center about car trouble
Contacting a client at work
Speaking to a friend you haven’t spoken to in a while
Include in the conversation:
Introducing yourself
Asking who is on the telephone
Asking for someone
Connecting someone
Taking a message
Leaving a message
Questions using “like”