Business English (Handout 2008/12/17)
Telephone:
Multi-word verbs
One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are commonly used in telephone conversations. Most of them are featured in this module. Hold on means 'wait' – and hang on means 'wait' too. Be careful not to confuse hang on with hang up! Hang up means 'finish the call by breaking the connection' – in other words: 'put the phone down.'
Another phrasal verb with the same meaning as hang up is ring off. The opposite of hang up / ring off is ring up – if you ring somebody up, you make a phone call. And if you pick up the phone, (or pick the phone up) you answer a call when the phone rings.
"Hang on a second..."
If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while they put you through – put through means to connect your call to another telephone. With this verb, the object (you, me, him, her etc.) goes in the middle of the verb: put you through.
But if you can't get through to (contact on the phone) the person you want to talk to, you might be able to leave a message asking them to call you back. Call back means to return a phone call – and if you use an object (you, me, him, her etc.), it goes in the middle of the verb: call you back.
Level of formality
Another thing to think about when talking on the telephone is formality. It's important to use the right level of formality – if you are too formal, people might find it difficult to feel comfortable when they talk to you. On the other hand, if you are too informal, people might think you are rude!
Generally speaking, if you are talking to someone in a business context, you should use could, can, may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a message?' 'Would next Wednesday be okay?'. You should also use please and thank you or thanks very much whenever you ask for, or receive, help or information.
It's important to show politeness by using words like would, could, please, thank you etc. But it's also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like okay and bye - in other words - everyday English! So phrases like I'm off to a conference..., no problem, bye! and hang on a moment and I'll put you through are perfectly acceptable, as long as the overall tone of the conversation is polite.
One last tip - it's better to ask for help or clarification when you're having a telephone conversation, than to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like 'Could you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would you mind spelling that for me please?' Using phrases like these will help make sure that you have a successful phone call, and may save you from lots of problems later on. You could always say that the line's very bad today if you can't hear very well. And it's also a good idea to practice words, phrases and vocabulary before you make the call!
Let us to have a look at some examples.
Telephone: connecting
Introduction
This section features phrases you might hear when you telephone a company hoping to talk to someone.
Think
Imagine you are calling a company and want to speak to someone who works there. Can you think of any phrases you might use, or that you might hear?
Listen
Now listen to two conversations. In the first conversation Richard Davies is calling the marketing department of a company and wants to be put through to Rosalind Wilson. In the second conversation Mike Andrews wants to talk to Jason Roberts in the marketing department. As you listen, see if you can hear some of the phrases above.
Check understanding
Check your understanding by reading the scripts below:
| Michelle: | Hello, you've reached the marketing department. How can I help? |
| Male: | Yes can I speak to Rosalind Wilson, please? |
| Michelle: | Who’s calling please? |
| Male: | It’s Richard Davies here |
| Michelle: | Certainly. Please hold and I’ll put you through. |
| Male: | Thank you. |
| | |
| Michelle: | Hello, marketing. How can I help? |
| Male: | Could I speak to Jason Roberts please? |
| Michelle: | Certainly. Who shall I say is calling? |
| Male: | My name’s Mike Andrews. |
| Michelle: | Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’m just putting you through |
Telephone: messages
Introduction
In this section we'll learn some phrases you might hear if the person you wish to speak to is busy.
Think
Imagine you work as a receptionist and you receive a call for someone who isn't there. What might the caller say, and what would you say in reply?
Listen
Now listen to a telephone conversation between the finance department of a company and Jennifer McAndrews. Jennifer wants to talk to Adrian Hopwood but he's not available so she has to leave a message. As you listen, see if you can hear some of the phrases above.
Check understanding
Check your understanding by reading the script below:
| Claire: | Hello, finance department |
| Female: | Hello, can I speak to Adrian Hopwood, please? |
| Claire: | I’m afraid he’s in a meeting at the moment. Can I help? |
| Female: | No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? |
| Claire: | In about an hour. Can you call back later? |
| Female: | Okay, I’ll do that. |
| Claire: | Or can I take a message? |
| Female: | Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back. |
| Claire: | Can I take your number, please? |
| Female: | Yes, it’s 5556872. |
| Claire: | 5556872. Okay, I’ll make sure he gets the message. |
| Female: | Thanks very much for your help, bye! |
| Claire: | Goodbye! |
Telephone: wrong number
Introduction
If you dial the wrong number it can be confusing and embarrassing. But how do you find out that you've made a mistake? And how can you check to be sure?
Think
Imagine you've dialled the wrong number. What might the person who answers your call say? What would you say in reply?
Listen
Now listen to two more telephone conversations. Both conversations contain phrases you might hear if you dial a wrong number. As you listen, see if you can hear some of the phrases above.
Check understanding
Check your understanding by reading the scripts below:
| Male: | Hello, this is the press office. |
| Michelle: | Rachel Allsop please. |
| Male: | I’m sorry, You must have the wrong number. There’s no-one of that name here. |
| Michelle: | Oh. Can I check the number I’ve got…. is that not 5568790? |
| Male: | No, it’s 5558790. |
| Michelle: | Oh sorry about that. I must have dialled the wrong number. |
| Male: | No problem! Bye! |
| | |
| Male: | Hello, press office, can I help you? |
| Ruth: | Hello. Paul Richards, please. |
| Male: | I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and put you through. In future his direct number is 5558770. |
| Ruth: | Did I not dial that? |
| Male: | No you rang 5558790. |
| Ruth: | Oh, sorry to have troubled you. |
| Male: | No problem. Hang on a moment and I’ll put you through to Paul’s extension. |
| Ruth: | Thanks. |
Telephone: appointments
Introduction
Making an appointment can be complicated if two people are very busy. How do you find a time that is convenient for both of you?
Think
Once again, imagine you are making a telephone call. This time you are arranging an appointment to see someone. What phrases might you use or hear?
Listen
Now listen to someone making a business appointment over the telephone.
Check understanding
Check your understanding by reading the script below:
| Michelle: | Mr Hibberd’s office! |
| Peter: | Hello, can I speak to Brian Hibberd, please? |
| Michelle: | I’m afraid he’s in a meeting until lunchtime. Can I take a message? |
| Peter: | Well, I’d like to arrange an appointment to see him, please. It’s Peter Jefferson here. |
| Michelle: | Could you hold on for a minute, Mr Jefferson. I’ll just look in the diary. So when’s convenient for you? |
| Peter: | Some time next week if possible. I gather he’s away the following week. |
| Michelle: | Yes, that’s right, he’s on holiday for a fortnight. |
| Peter: | Well, I need to see him before he goes away. So would next Wednesday be okay? |
| Michelle: | Wednesday . let me see . he's out of the office all morning. But he's free in the afternoon, after about three. |
| Peter: | Three o'clock is difficult. But I could make it after four. |
| Michelle: | So shall we say 4.15 next Wednesday, in Mr Hibberd's office? |
| Peter: | Yes, that sounds fine. Thanks very much. |
| Michelle: | Okay, then. Bye. |
Telephone: flights
Introduction
Modern business often involves international travel. When booking a flight, what questions do you need to ask?
Think
Imagine you are booking a flight and a hotel over the phone. What words and expressions do you use?
Listen
Next you are going to hear a telephone conversation in which someone is booking a flight and then a hotel.
Check your understanding
Check your understanding by reading the script below:
| Dolores: | Hello! Dolores speaking… |
| Tim: | Ah yes, hello. I’d like to enquire about flights to Hong Kong from |
| Dolores: | Certainly. Do you want to go economy, business or first class? |
| Tim: | Well, I’d like to go first class, but unfortunately I’ll have to go economy - company rules, you see. |
| Dolores: | Yes, sure, I understand. How many of you will be travelling? |
| Tim: | Ah, it’s just me. |
| Dolores: | Okay, so that’s one seat … economy … |
| Tim: | And how much will that be? |
| Dolores: | Let me see … to qualify for the discount rate, you need to stay over a Saturday, which you are doing … Yes, that’ll be $830. |
| Tim: | Right, and does that include airport tax? |
| Dolores: | No, tax is another $70 on top of that. |
| Tim: | Okay. Can I book that, then? |
| Dolores: | Certainly. |
| | |
| Dolores: | Can I help you with anything else? |
| Tim: | Yes, I'd like to book a hotel room too, for the full five nights. Could you check if the Regency Hotel has any rooms free? |
| Dolores: | Yes, they do. |
| Tim: | And is there a discount rate for conference delegates? |
| Dolores: | Yes, there is. I think it's 10% but I can check that for you. |
| Tim: | Okay, do you mind if I book it provisionally for now and I'll call you back later to confirm? I just need to check one or two details. |
| Dolores: | That's fine, sir. Can I help you with anything else? |
| Tim: | No, that's all for now. As I said, I'll call you back. |
