Part 1 Making Contact

 MODEL DIALOGUE

 - Switchboard operator:The US Company, may I help you?

- Mr. Fujiyama:Could I have Mr. Law in the Overseas Sales Department, please?

- Switchboard operator: One moment, I’ll connect you.

 
- Mr. Law:Overseas Sales.

- Mr. Fujiyama:Mr. Law, please.

- Mr. Law:Speaking.

- Mr. Fujiyama: Oh, Mr. Law, this is Mr. Fujiyama from the Nippon Enterprise Group in Osaka.

 

KEY EXPRESSIONS

TAKING THE CALL	MAKING THE CALL
Answering the switchboard  The US Company, may I help you? Good morning, The US Company. The US Company, can I help you?   Acknowledging a request One moment, I’ll connect you. Putting you through. Hold the line, please.   Answering an extension  Overseas sales. Hello. Hello. Overseas Sales department.   Confirming your identity.  Speaking. This is Mr. Law. Mr. Law speaking.	Getting through the switchboard Could I have Mr. Law in the Overseas Sales Department, please? Could you give me Mr. Law, please? Could you connect me with Overseas Sales, please?   Asking for someone by name Mr. Law, please. Is Mr. Law in? Is Mr. Law there, please?   Identifying yourself  This is Mr. Fujiyama from the Nippon Enterprise Group in Osaka. It’s Mr. Fujiyama of NEG Osaka here.

 

Part 2 When the person Called is Out

 MODEL DIALOGUE 1

- Switchboard operator:The UK Firm, can I help you?

- Helga Klein:Could I have extension 4174, please?

- Switchboard operator:I’m sorry, that line’s busy. Will you hold?

- Helga Klein:Yes.

- Switchboard operator:I can put you through now.

- Helga Klein:Thanks.

 

MODEL DIALOGUE 2

- Colleague: Hello.

- Helga Klein: Could I have Robert Booth, please?

- Colleague:I’m sorry, he’s not in at the moment. May I take a message?

- Helga Klein: No, it’s all right, thanks. I’ll call back. When do you expect him back?

- Colleague:About four o’clock.

- Helga Klein:Ok, I’ll call back then. Goodbye.

- Colleague:Goodbye.

 

KEY EXPRESSIONS

TAKING THE CALL

MAKING THE CALL

Saying an extension is busy  I’m sorry, that line’s busy. Will you hold? That line is busy right now. Shall I put you on hold? That extension is engaged. Would you care to hold? When a busy line becomes free  I can put you through now. Putting you through. Go ahead. You’re connected.  Saying someone is out  I’m sorry, he’s not in at the moment. I’m afraid he’s out of the office. I’m afraid there’s no reply from that extension.   Offering to take a message May I take a message? Can I give him a message for you? Would you care to leave a message?

Asking for an extension by number Could I have extension 4174, please? Extension 28, please. Could you give extension 237, please?     Saying you’ll call back I’ll call back. I’ll call later. I’ll call again around four o’clock.   Asking when someone will be back When do you expect him back? Do you know when he’ll be back in the office? What time will he be back?

 

Part 3 Leaving a Message

 MODEL DIALOGUE

- Secretary:Lisa Bond’s office.

- Mr. Lee:Lisa Bond, please.

- Secretary:I’m sorry, Mrs. Bond’s in a meeting right now. May I take a message?

- Mr. Lee: Well, I do need to speak to her. Do you know when she’ll be free?

- Secretary:She should be free later this afternoon.

- Mr. Lee: I see. Well, this is Mr. Lee of Central Trading Company is Hong Kong. I wonder if you could have her call me back?

- Secretary:Certainly. What was your name again, please?

- Mr. Lee:My name is Mr. Lee from Central Trading Company is Hong Kong.

- Secretary:And what number are you on, Mr. Lee?

- Mr. Lee:My number is 887 2140. The code for Hong Kong is 852.

- Secretary:Right. So that’s Mr. Lee of Central Trading Company is Hong Kong and Mrs. Bond can reach on (852) 887 2140. Is that right?

- Mr. Lee:Yes, that’s right. I’ll be in all afternoon.

- Secretary:Fine. I’ll give her the message, Mr. Lee.

 

KEY EXPRESSIONS

TAKING THE CALL

MAKING THE CALL

Answering an extension Lisa Bond’s office. Lisa Bond’s secretary. Lisa Bond’s phone.   Saying someone is not available I’m sorry, Mrs. Bond’s in a meeting right now. Mrs. Bond isn’t at her desk at the moment.   Saying when someone will be free She should be free later. She’ll be free in an hour. She won’t be available until 5 p.m.   Checking a caller’s name and number What was your name again, please? Could I have your name again? Could you spell your name, please? What number are you on? What’s your number? Does Mrs. Bond have your number?   Confirming you’ll pass on the message Fine. I’ll give her the message. I’ll make sure that she gets the message.

Asking for a return call I wonder if you could have her call me back? Could you ask her to call me as soon as possible?   Giving your name My name is Mr. Lee from Central Trading Company is Hong Kong. It’s Mr. Lee of CTC in Hong Kong.   Giving your number My number is 887 2140. The code for Hong Kong is 852. You can reach me on Hong Kong 887 2140. My number here is 887 2140.   Confirming your message Yes, that’s right. I’ll be in all afternoon. That’s it. I’ll be here till 3 p.m. That’s correct.

 

USEFUL INFORMATION

 Numbers

0	zero, nought, oh
1	one
2	two
3	three
4	four
5	five
6	six
7	seven
8	eight
9	nine
10	ten
11	eleven
12	twelve
13	thirteen
14	fourteen
15	fifteen
16	sixteen
17	seventeen
18	eighteen
19	nineteen
20	twenty
21	twenty-one
30	thirty
40	forty
50	fifty
60	sixty
70	seventy
80	eighty
90	ninety
100	one hundred
101	a hundred and one
1,000	one thousand
100,000	one hundred thousand
1,000,000	one million

 

Telephone numbers

Tel. 01234

• telephone oh one two three four
• the number’s zero one two three four
• that’s nought one two three four

Tel. (0471) 88035

• telephone oh four seven one, double eight oh three five
• the number’s eight eight zero three five and the code’s zero four seven one
• that’s nought four seven one, double eight nought three five

Tel. (861) 123 4466

• area code eight six one, telephone one two three double four double six
• telephone one two three four four six six, and the area code is eight six one
• the number’s eight six one, one two three, double four double six

Tel. 0101 (213) 582 9064

• country code zero one zero one, area code two one three, and then five eight two nine zero six four
• oh one oh one for the country code, area code two one three, then five eight two, nine oh six four
• telephone five eight two, nine nought six four, the area code is two one three and the country code is nought one nought one

 

General Idioms: Telephoning

Answering the phone

• Good morning/ afternoon/ evening, Jackson Enterprises, Sally Jones speaking.
• This is … speaking
• How can I help you?
• Could you speak up, please?
• Who's speaking, please?
• Am I speaking to …?
• Could you spell that please?
• Who would you like to talk to sir/ madam?
• One moment please, I'll see if Mr Jones is available.

Asking for someone

• I'd like to speak to …
• Could I speak to someone who …
• Could you put me through to Mr Jones, please?

Problems

• I'm sorry, I don't understand.
• I cannot hear you very well.
• You must have dialled the wrong number.
• I've tried to get through several times, but it's always engaged.

Putting someone through

• I'll put you through to …
• I'll connect you to…
• I'll put … on the line
• I'm sorry, there's no reply from Mr Jones

Putting someone on hold

• Just a moment, please.
• Hold on, please.
• Hold the line, please.

Asking someone to call back

• Thank you for waiting. I'm afraid Mr Jones is not in at the moment
• I'm sorry, Mr Jones is in a meeting
• Can/ Could you call back later in the day?

Taking a message

• Can I take a message?
• Would you like to leave a message?
• Can I give him/her a message?
• I'll tell Mr Jones that you called
• I'll make sure Mr Jones rings you as soon as possible.
• At what number can you be reached?