Professional English : Professional English Dean Bush, Instructor Telephoning in English
Slide 2 : Who(m) do we call for business? Brainstorming For what reasons do we call for business? Do you have teleconferences for business? Do you make local calls or international calls?
Slide 3 : A Typical Business Telephone Call
Operator: “Hello, Fast Air Cargo, How may I direct your call?
Peter: “This is Peter Jones calling. May I have extension 1230, please?
Operator: Certainly, Sir. One moment while I connect you.
Paul: Pedro Baldino’s office, Paul speaking.
Peter: This is Peter Fortenberry calling, is Pedro in?
Paul: No, I’m sorry, but Pedro is out right now. May I take a message?
Peter: Yes, Could you ask him to call me. I need to talk to him about the Dubai project. It’s urgent. My number is 656-2347-8867.
Paul: I’m sorry, could you please repeat the number?
Peter: Sure. That’s 656-2347-8867, and this is Peter Fortenberry.
Paul: Thank you Mr. Fortenberry. I’ll make sure Pedro get this message ASAP.
Introducing Yourself : Introducing Yourself Good morning, this is David Henderson calling.
Good afternoon, this is Allan Rosemont calling from Appleton Computer Company.
Good morning, this is American Airlines calling.
Asking Who is on the Telephone : Asking Who is on the Telephone May I ask who is calling please?
May I have your name please?
May I ask who is calling please?
Asking for Someone : Asking for Someone May I have extension 321 please?
Could you connect me with extension 321 please?
May I speak to Ms. Robin Kennedy in Accounting?
I would like to speak to Ms. Robin Kennedy in Accounting.
Is John Jones in (the office) today? (“the office” is optional since it’s understood)
Connecting Someone : Connecting Someone One moment, please. I’ll connect you.
I’ll put you through.
Putting Someone on Hold : Putting Someone on Hold Please hold.
Could you please hold?
May I place you on hold? (Most polite. Many U.S. companies require this today.)
How to Reply When Someone is Not Available : How to Reply When Someone is Not Available I’m sorry, but Ms. Kennedy is not in her office today. Would you like to leave a message (on her voicemail)?
I’m sorry, her line is busy. Would you like to leave a message on her voicemail?
I’m sorry, Mr. Rosemond is in a meeting right now. He should be available in about an hour.
I’m sorry but Mr. Rosemond is not in this office. His telephone number in San Juan is 438-555-6843.
Mr. Jones in on vacation this week. Would you like to call him back next Monday when he returns?
Ms. Kennedy is on a business trip this week. Her colleague, Ms. Fontain, is taking her calls. Would you like to speak to her instead?
Taking a Message : Taking a Message May I take a message?
I would be happy to take a message.
Would you like to leave a message?
I can take a message.
Listening Practice: Taking a Message : Listening Practice: Taking a Message In the following listening exercise, you will hear a telephone call between Claire (receptionist at Airtronics) and Nathan of the Contracts Department at Cyclops Aircraft.
Answer the following questions about the call:
With whom does Nathan wish to speak?
What information does Nathan want to give?
What is Nathan’s personal contact information?
Putting It All Together : Putting It All Together Operator: Good morning, Bacardi. How may I direct your call?
Mr. Jones: Good morning, this is Peter Jones calling for Rafael Ruiz.
Operator: I’m sorry Mr. Jones, but Mr. Ruiz is out of the office at the moment. Would you like his voicemail?
Mr. Jones: Yes, that would be fine. Thank you.
Operator: Thank you Sir. One moment please while I connect you.
Putting It All Together: 1 : Putting It All Together: 1 Operator: Good morning, Ryan Air. How may I direct your call?
Mr. Jones:
Operator: I’m sorry Mr. Jones, but Mr. Ruiz is out of the office at the moment. Would you like his voicemail?
Mr. Jones:
Operator: Thank you Sir. One moment please while I connect you.
Putting It All Together: 2 : Putting It All Together: 2 Operator: Good morning, Citibank.
Mr. Jones: Yes, this is Paul Jones calling for Roger Whitt.
Operator: One moment please.
Mr. Whitt: Roger Whitt speaking.
Mr. Jones: Good morning Roger! This is Paul Jones. I’m just calling to confirm out meeting this afternoon at two o’clock. (Are we still on go?)
Mr. Whitt: Yes, of course, Paul, and I am looking
forward to talking with you about the Dubai Project.
Mr. Jones: Great! I’ll see you promptly at two this afternoon.
Putting It All Together: 2 : Putting It All Together: 2 Operator: Good morning, Citibank.
Mr. Jones: Yes, this is Paul Jones calling for Roger Whitt.
Operator: One moment please.
Mr. Whitt:
Mr. Jones: Good morning Roger! This is Paul Jones. I’m just calling to confirm out meeting this afternoon at two o’clock. (Are we still on go?)
Mr. Whitt:
Mr. Jones: Great! I’ll see you promptly at two this afternoon.
Contact Me: : Contact Me: Dean Bush
E-mail: dtbush@gmail.com
Skype: deanbush
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