ENGLIS PROFESSIONAL FOR

H
LOGISTICS AND
TRANSPORTATION
INTERNATIONAL
David Villanueva González

OWN IDEAS
editorial
Professional English
for logistics and
international
transportation
 Professional English for
logistics and international
transportation
Commercial relations in
management and transit of
goods
 Author
David Villanueva González (Linares [Jaén], 1976) has a degree in
Translation and Interpretation from the University of Granada and a master's
degree in Management and Preparation of European Projects. In addition, he
has taken the postgraduate courses Specialist in International Cooperation of
the European Union at the UNED (National University of Distance
Education). Likewise, he has complementary training in the field of
international trade and marketing , and also in languages, especially English
and French.

He has developed his professional career as a technician in international

programs, advising on internationalization and business cooperation, as well
as preparing market studies and commercial reports in several companies.
Proof of this is his experience as coordinator of delegations at the Chamber of
Commerce, Industry and Navigation of Seville, as well as his work as an
international programs technician at IDEA (Andalusian Innovation and
Development Agency). He has also worked as an English and French teacher.

Bibliographic cataloging sheet

Professional English for logistics and
international transportation. Commercial
relations in management and transit of goods
 1 . to edition
Ideaspropos Editorial, Vigo, 2015

ISBN: : 978-84-9839-544-0
Format: 17 x 24 cm • Pages: 316

PROFESSIONAL ENGLISH FOR LOGISTICS AND INTERNATIONAL

TRANSPORTATION. COMMERCIAL RELATIONSHIPS IN MANAGEMENT AND
TRANSIT OF GOODS.

Total or partial reproduction of this book, nor its computer

processing, nor transmission in any form or by any means, whether
electronic, mechanical, photocopying, recording or other methods, is
not permitted without prior written permission. of the copyright
holders.

RIGHTS RESERVED 2015, with respect to the first edition in Spanish, by

© Ideasproprietas Editorial.

ISBN: 978-84-9839-544-0
Legal deposit: VG 122-2015
Author: David Villanueva González
Printed in Spain - Printed in Spain

Ideaspropria Editorial has incorporated quotes and references from

published works in the preparation of this teaching material and has
complied with all the requirements established by the Intellectual
Property Law. For possible errors and omissions, it apologizes in
advance and is willing to introduce the pertinent corrections in future
editions and reprints.

INDEX
Author....................................................................................................7
Bibliographic cataloging sheet....................................................7
Professional English for logistics and international transportation..13
1 Expressions and linguistic structures used in transport and
logistics operations in English......................................................13
Goals......................................................................................13
Contents.................................................................................13
1.1. Linguistic structures and lexis related to logistics and
international transportation operations......................................14
1.2. Linguistic structures and usual lexicon..........................16
in relationships with clients/providers of international transport
services......................................................................................16
Important...............................................................................17
Important...............................................................................19
1.3. Expressions of everyday use in transport and logistics
companies..................................................................................20
1.4. Expressions for personal contact in transportation and
logistics operations....................................................................22
Example.................................................................................23
1.5. Common phonological expressions...............................24
1.6. Non-face-to-face communication: expressions on the
telephone in international transport operations.........................27
1.1.

1.2. Preparation of documents and written communication

in transport operations: email, SMS (Short
Author....................................................................................................7
Bibliographic cataloging sheet....................................................7
Professional English for logistics and international transportation..13
1 Expressions and linguistic structures used in transport and
logistics operations in English......................................................13
Goals......................................................................................13
 Contents.................................................................................13
1.1. Linguistic structures and lexis related to logistics and
international transportation operations......................................14
1.2. Linguistic structures and usual lexicon..........................16
in relationships with clients/providers of international transport
services......................................................................................16
Important...............................................................................17
Important...............................................................................19
1.3. Expressions of everyday use in transport and logistics
companies..................................................................................20
1.4. Expressions for personal contact in transportation and
logistics operations....................................................................22
Example.................................................................................23
1.5. Common phonological expressions...............................24
1.6. Non-face-to-face communication: expressions on the
telephone in international transport operations.........................27
 Introduction

INTRODUCTION

Nowadays, commercial exchanges of products and services worldwide are becoming

more and more relevant. In commercial operations, the logistics Ethics and
international transportation play a decisive role in the proper functioning and
successful achievement of merchandise exchanges between one destination and
another.

This training module comes to answer some of the basic questions things that must
be taken into account when managing international logistics operations in English,
from a practical approach. In general terms, the module deals with analyzing the
lexicon and linguistic structures typical of this thematic area, which range from the
general lexicon of transport and international logistics to commercial and customs
documentation, including the specific vocabulary on incidents, complaints or
claims. .

The identification and interpretation of these concepts will serve as a basis for
developing develop English linguistic skills (speaking, writing , writing , oral
comprehension, listening , and reading comprehension) in daily work in
international transport companies.

The first didactic units present an approach to the lexicon and generic linguistic
structures. The agents involved in a logistics operation, the main activities and the
services provided by companies in the sector are indicated. It delves into the
terminology related to the services provided by logistics companies and the
completion and preparation of documents. Complaints or incidents are also dealt with
in oral and written communication contexts.

In the last teaching units, the activity of marketing and negotiation of contracting
logistics and international transportation services is addressed. In addition, aspects
related to written communication in English in commercial and logistics management
documents are studied in depth.

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 Expressions and linguistic structures used in transport and logistics operations in English

Professional English for logistics and

international transportation

1 Expressions and linguistic structures used in

transport and logistics operations in English

Goals
- Differentiate the phonological characteristics of the usual technical lexicon
used in logistics and freight transport operations and international
commercial relations in general.
- Interpret oral messages from telephone answering machines based on recordings
or simulated situations.
- Pronounce the specific terminology and common expressions in the field of
logistics and international transportation.
- Explain the established formulas and guidelines of courtesy and protocol in
greetings, introductions or farewells in conversations with agents, clients
or international suppliers.
- Transmit oral messages with clarity and phonological correctness,
differentiating different tones to capture the attention of the interlocutor.

Contents
1. Expressions and linguistic structures used in transport and logistics
operations in English
1.1. Linguistic structures and lexis related to logistics and international
transportation operations
1.2. Linguistic structures and common lexicon in relationships with
clients/providers of international transport services
1.3. Expressions of everyday use in transport and logistics companies
1.4. Expressions for personal contact in transportation and logistics
operations
1.5. Common phonological expressions
1.6. Non-face-to-face communication: expressions on the telephone in
international transport operations

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1.1. Linguistic structures and lexis related to logistics and

international transportation operations
International logistics and transport operations are essential for achieving co-
operations. successful international trade.

According to the work Operational and practical of foreign trade (2005), the term
logistics is defined as "the forecasting, organization and control of activities related
to the optimal flow of goods", which in the international sphere includes the
intervention of agents located in different countries or markets.

Likewise, international transportation is considered any transfer of merchandise

between a localized point in one country to another.

Therefore, international logistics and transport operations are all activities related to
the organization and management that guarantee the transfer of goods between two
or more different countries correctly and without prejudice to the conditions that said
goods presented at origin.

The main lexicon and the general linguistic structures are presented below. rals in the
field of logistics and international transportation operations.

Lexicon linked to logistics operations

Original Translation
Logistics Logistics
distribution logistics Distribution logistics
Outbound logistics Producer-to-consumer logistics
Inbound logistics Logistics from supplier to producer
Comprehensive logistics Integrated logistics
reverse logistics Reverse logistics
Logistics services Logistics services
LSP (Logistics Services Provider) Logistics service provider
Supply, logistics chain Logistic chain
Post Cargo, cargo
Container Container

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 Expressions and linguistic structures used in transport and logistics operations in English

20 feet container, TEU (Twenty feet 20 foot container, twenty foot equivalent
Equivalent Units) unit
40 feet container, FEU (Forty feet
Equivalent Units) 40 foot container, forty foot equivalent unit

Point of collection Pick up point

Nodes of a distribution network Distribution network points
Final destination Final destination
Customs Customs

Goods, merchandise, products, items Commodity

Movement of goods Movement of goods
Place of loading Loading place
Place of discharge Download location
Warehouse Store
Premises, facilities Facilities

Likewise, it is necessary to take into account the vocabulary linked to international

transport operations, specifically the vocabulary related to transport that is presented
in the following table.

Lexicon linked to international transport

Original Translation
Transport, carriage Transport
Means of transport Means of transport
Transport agency Transport Agency
Transport company Transport company
Urgent transport Urgent transport
Combined transport Combined transport
Domestic transport Interior transport
Intermodal transportation Intermodal transport
Sea, ocean transport Marine transport
Multimodal transport Multimodal transport
Transport by road Road transport
inland transportation Ground transportation
air transportation Air Transport

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IATA (International Air International Air Transport

Transport Association) Association
vehicle Vehicle

Truck, lorry Truck

refrigerated truck refrigerated truck
Go Van
Train Train

Airplane, plane Plane

Ship, vessel Boat ship

The characterization of this terminology and the basic linguistic structures provide
the appropriate basis for analyzing later, in more depth. ity, other specific concepts of
this area.

1.2. Linguistic structures and usual lexicon

in relationships with clients/providers of international
transport services

In general terms, international transportation services must be contracted through

subcontracting, outsourcing , to companies specialized in the logistics sector. This
subcontracting is mainly due to the fact that the producing or marketing company
does not have the necessary capabilities and resources to undertake an international
transport operation.

A specialized logistics service provider will guarantee that the logistics activity will
be carried out in accordance with the current legal or security requirements and
formalities for the correct achievement of the operation.

Therefore, it is important to choose a logistics service provider that is reliable,

serious and responsible. Furthermore, it is preferable that it provides comprehensive
logistics services that include services annexed to those considered logistics itself,
such as customs clearance or the management of customs documentation.

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 Expressions and linguistic structures used in transport and logistics operations in English

Important

Relationships between clients and transport service providers in international are

formalized with the signing of a transport contract between a client, customer , and a
supplier, provider .

First of all, it is necessary to identify the main agents that participate in an

international logistics operation to determine suppliers, clients and other actors.

Main agents
Original Translation
agent Agent
Customs agent Custom agent
Air cargo agent air cargo agent
ship owner Shipowner
truck driver Truck driver

Captain, master Captain

Customer Customer
driver Driver

Consignee Consignee
Consolidator Consolidator
consumer Consumer
Distributor Distributor

Shipper Shipper
stevedore Stevedore
Charterer Charterer

Courier Delivery courier

Transport operator Transport operator
Provider Supplier

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Supplier Provisional
freight forwarder Freight forwarder
Carrier Carrier
Warehouse assistant Warehouse waiter

Secretary Secretary
Logistics workers Logistics workers
Logistics and distribution Logistics and distribution
manager director

Secondly, once the main actors have been defined, it is very important to analyze the
structures and lexicon related to these commercial relationships, such as the type of
services provided in this context and others considered of interest.

Services linked to international transport

Original Translation
Warehousing Storage
Long/Short term storage Long/short term storage
Cost-effective alternatives Cost effective alternatives
FTL (Full Truck Load) Truck fully loaded
LTL (Less than TruckLoad) Partially loaded truck
FCL (Full Container Load) Full container load

Partially loaded container

LCL (Less than Container Load)
Customs clearance Customs clearance
Delivery Delivery
Standard delivery Standard delivery
Guaranteed delivery Guaranteed delivery
Time critical delivery Express delivery
Consignment Shipment
Warehouse space Storage space
Groupage Groupage
To track loads Track cargo
Management tool Management tool
Time constraint Imposition of deadline
Strategic location Strategic location
Freight requirements Transportation requirements
Monitoring Follow-up

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 Expressions and linguistic structures used in transport and logistics operations in English

Tailor made service Adapted service

Airport to door service Airport to door service
Customer service Customer service

Pick and pack service

Pick and pack service (choose and pack)
Door to door service Door to door service
WMS (Warehouse Management
System) Warehouse Management System
Rate quote submittal Price Quote Request
Transportation management
solutions Transportation management solutions
Customized solutions Custom solutions
transit time Transit time, transportation
Transportation Transportation (action)

As can be seen, there are several agents that participate in international logistics and
transportation activity and there are numerous services they can offer. Generally, the
client of logistics services will contract the provision to a single interlocutor or agent,
which may be a transport company , or a freight forwarder .

The logistics services provider will be in charge of supervising the work and
coordinating the activities and services of each of the agents. This single interlocutor
must be the reference contact to carry out the monitoring tasks of the logistics
activity and possible claims. tions that may arise as a result of incidents or breach of
contract, despite the fact that a good number of other actors may be involved in the
same activity.

Important

In the logistics field, like any other commercial field, the relationships between client
and supplier must be based on trust, reliability , experience. cia, expertise , and good
practices, best practices .

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1.3. Expressions of everyday use in transport and logistics

companies
The expressions of daily use in transport and logistics companies are linked to the
activities that these companies carry out in their day-to-day work. Therefore, these
concepts are related to the context, situations that occur in the course of daily
activities or instruments and elements that are used for the development of the
activity by the company.

Original Translation
Accident Accident

Warehousing, storage Storage

traffic jam Jam, retention
Capacity of a container Capacity of a container
Loading Burden
Crane forks Forklift

Palletized container Palletized container

Floor loaded container Unpalletized container
Stock control (stocks, reserves,
Stock control
surplus)

Pricing Quote
Capacity calculation Cubication
Bottlenecks Bottleneck

Unloading, discharge Download

Unloading Unloading (ship)
Commercial documents Commercial documents

Transport documents Transport documents

Lifting Lifting (of load)
Packing Packaging
Packaging Container
To wrap Wrap
Stowage Stowage (ship)
Labeling Label

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Ticketing Tag with price

«Acts of god» Natural phenomena
Transparent film (plastic
Shrink wrap
packaging)

Information flow Information flow

Flow of goods Goods flow
Crane Crane

Tracking Follow up
KPI (Key Performance
Indicator) Logistics performance indicator

Data entry Data entry

Inventory Inventory
Handling Handling

Material handling Merchandise handling

Stock levels Stock levels

Pallet Pallet
To Palletize Palletize

Filing orders Process orders

Assembling merchandise Gather merchandise
Inventory risk Inventory risk
stock out Out of stock

Security Security
Customer service Customer service

To request a quote Request a quote

stock stock

Administrative work Administrative work

physical work Physical work
Customs procedures Customs formalities

With the indicated relationship, the aim is to offer a global vision of expressions or
lexicon of daily use in a company in the transportation sector.

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1.4. Expressions for personal contact in transportation and

logistics operations
In the framework of international transport and logistics operations, and in terms of
personal contact, two aspects must be taken into account. On the one hand, regarding
the interlocutor, the expressions of personal contact will not be the same. nal that are
used among the employees of the logistics company, than those that the staff will use
for contact with clients or suppliers.

On the other hand, in this context, you can have personal contact with the speaker (be
they company colleagues or clients and suppliers) by two fundamental means: -
Telephone contact.

- In-person or "face-to-face" contact, both in commercial visits and in negotiation

processes.

In this section, we will mainly analyze the expressions that can be used for face-to-
face contact both with co-workers and with clients and suppliers in logistics company
environments. The difference The difference will lie mainly in the degree of
formality used in one context and another.

Original
Situation Clients/Suppliers Translation
Employees (informal)
(formal)

Hi! Hello
Greetings Hello How are you? How are you?
How do you do? How are you doing? How are you?
How is it going? How is everything?

My name is.../I am...

My name is… Pleased I'm…
Introduction Delighted It is a pleasure
to meet you Pleasure Nice to meet you
to meet you

Could/Can…?
Asking for help Could you please...?
Do you/would you care?
Would you mind...? Can you...? Would you be so kind as
Would you be so kind Do you mind...?
to…?
as to...?

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 Expressions and linguistic structures used in transport and logistics operations in English

What is your…favorite?
What's your
What's your favorite…? Likes…?
favorite…? Do you
Do you like…? What's What is the weather
Interaction like…? What's the
the weather like…? like…?
weather like…?
Shall we…?
Let's…
Let's go...(offer)

Bye! Bye bye!

See you next time! Until next time!
Farewell Goodbye! See you soon! See you soon!
See you tomorrow! See you tomorrow!
Take care! Take care of yourself!

In relation to the previous expressions, it is necessary to make a couple of

observations vacations:

- In English there is no courtesy formula equivalent to the "you" of Spanish. ñol,

translates as you for both cases, the informal and the formal. Therefore, the
courtesy formulas of the formal record should be used by observing other factors
such as the use of courtesy formulas. The translation of the English you into
Spanish by "tú" or "usted" will depend on the linguistic context and the register.

- The expressions indicated in this context are related to the in oral English. For this
reason, the contractions of the verbs have been indicated on some occasions, such
as in the example:

What's the weather like? : How is the weather?

Example

It is necessary to keep in mind that oral English is a very dynamic language and tends
to use contractions of verbs or auxiliaries. However, this is not the guideline to
follow in written English: in transport documents te and international logistics, as
will be seen later, the contractions of the verbs are not used, since these writings tend
to be more formal in nature.

In conclusion, it can be noted that face-to-face personal contacts between logistics

company personnel are more informal, daily and continuous over time, hence the
registration of expressions is informal.

Personal contact with clients and suppliers is characterized by being more polite,
serious and sporadic, so the formal registry is appropriate to use with these personal

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contacts. In the case of dealing with clients and suppliers, personal contact or
treatment should not be confused with familiarity or informality. This detail is
important to take into account, since the relations Formal negotiations with clients
and suppliers fall into the scope of commercial relationships that will have to be
maintained in different ways.

1.5. Common phonological expressions

Numerous procedures in international logistics and transportation operations must be

carried out with the support of various oral skills, speaking skills , in English.

Contexts such as telephone service to the client or international supplier, negotiation

of the transport contract or participation and visit to food fairs. cials in the logistics
sector will be common activities in which English will have to be used in its oral
form.

For this reason, it is essential to know the pronunciation of expressions or common

vocabulary in international logistics and transportation operations.

English phonetics
Graphics Pronunciation

The English "be" is pronounced like the b and v sound

in Spanish (in which there are no differences). The "ve"
B/V
is pronounced like a b and an f at the same time. The air
must vibrate through the lips

F/FF (at the end of A single "efe" at the end of a word is pronounced like a
a word) v (see above). The double "efe" is pronounced like an f
in Spanish. Examples: of /ov/ and off /of/

The "hache" in English is always pronounced as an

h aspirated j. It is very common for Spanish speakers to
pronounce the English "hache" like a j in Spanish, but
this pronunciation is not correct
Double vowels in English are pronounced as if they
Double vowel
were one long vowel. Example: free /frii/
The English "jack" is pronounced like a y. Example:
J.
just /yast/

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 Expressions and linguistic structures used in transport and logistics operations in English

It will also be remembered that, as occurs in Spanish, in English there are different
accents and differences in the pronunciation of the same word depending on the
geographical origin of the interlocutor, so it is necessary to be familiar with various
accents, especially for the purpose of oral comprehension. Next, the phonology for
common expressions in the different contexts of logistics operations and goods
transit that have already been analyzed previously will be indicated.

Terms of everyday use

Original Translation
Accident /'æks I d 9 nt/ Accident

Warehousing /'we 9 haUz II / Storage

Storage /'sto:r Id3 / Storage

Traffic jam /'træf I k Jam
d3 æm/

Loading /'l ud I/ Burden

Unloading /An'l ud I/ Download

Packing /'pæk
II / Packaging
Packaging /'pækIdzI / Container

Stowage /'st urd3 / Stowage

«Acts of God» /ækts Dv gD d/ Natural phenomena

Shrink wrap / J r
II k ræp/ Transparent film (paper)
Crane /kre I n/ Crane

Inventory /' I nv 9 ntri/ Inventory

Handling /'hændl
YO/ Handling
Pallet /'pæl I t Pallet

To request a quote /tu : r I 'kw8 st 9

Request a quote
kw 9U t/
Customs procedures /'kAst 9 mz pr
Customs formalities
9 'si :d39 z/

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Expressions for personal contact

Original Translation
Hi /ha I / Hello

Hello /hg ' l 9U / Hello

How 1/ you doing? /ha U a: ju:

'du() are How are you?

Nice to meet you /na I s tu : mizt ju

Pleased to meet you
:/
Pleasure / ' pl £39 / Nice to meet you
Can you? /kn ju : / Can?
Would you be so kind as to / w U d
Would you be so kind as to?
ju : bi : s u ka I nd z tu : /

Do you mind? / du : ju : ma I nd/ Would you mind?

What's your favorite…? / w Ü t´es j

What is your favorite?
o: ' fe I v 9 r I t/
Shall we? / J l wi : / Come on? He would like?
See you next time /si : ju : n £ kst ta
Until next time
I m/

Goodbye /g u d ' ba I / Bye

Take care /te I k ke 9 / Take care of yourself

Knowing the phonetics of everyday terms and expressions for personal contact in
companies in the logistics sector is very useful, since it allows the message to be
pronounced correctly in different communicative contexts.

Phonetic correction makes the information understandable to our interlocutor and, in

turn, facilitates the understanding and interpretation of the message in oral contexts
of international logistics, as well as being able to follow up. adequate management,
for example, of the process or incidents of an international transport operation.

Another fundamental phonetic aspect is clarity in pronunciation. To avoid confusing

pronunciation, it is recommended that you vocalize as clearly as possible when
intervening in oral contexts: you must vocalize, marking each sound well and
avoiding babbling and mental blockage.

The last aspect related to phonology is the intonation or tone in which the oral

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message is emitted, that is, the modulation of the voice.

Intonation is an instrument of non-verbal communication, that is, ca It characterizes

the oral message by the way in which it is transmitted, through the modulation of the
voice.

It is an element that complements the content and allows you to express sense. tions
of doubt, astonishment or questioning. Intonation, in the English language, is usually
ascending when asking a question that requires an affirmative or negative answer.
However, if the sentence is affirmative or negative, the intonation is falling.

Likewise, this ability is related to the geographical origin of the speaker and the
accent, as indicated above. Therefore, there will be intonation differences between
speakers from the UK, Australia or Canada.

Another function that the intonation of the speech and the changes in tones fulfill is
to capture the attention of the interlocutor when it is observed that he or she shows a
lack of interest or concentration. The use of long and short pauses in the oral
message, interrogative or exclamatory intonation can be very useful to maintain the
interlocutor's attention in different communicative contexts.

1.6. Non-face-to-face communication: expressions on the

telephone in international transport operations

Telephone support in English is one of the great challenges that must be faced in any
international department of a transport and logistics company. There are guidelines
and systems for managing telephone calls phonics when it comes to customer service
that have been the subject of study and implementation at the business level.

It can be said that this "commercial aptitude" of customer service via

telecommunications lefónica is so relevant that it well deserves some analysis. It is
based on non-face-to-face communication, such as that maintained in a
conversation. Telephone communication is characterized by being eminently verbal
communication. Since there is no visual contact between the interlocutors, there are
no ape references of non-verbal communication.

Verbal communication is basically defined by what is said, that is, the message that
is transmitted, while non-verbal communication is characterized It depends on the
way in which the message is transmitted and is closely linked, for example, to

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gestural and body language.

However, there are certain components of non-verbal communication that are found
in telephone communication: the main ones are accent , and intonation, intonation .
Intonation is an important element of non-verbal communication whose function is to
emphasize the content of the oral message and to transmit moods or sensations such
as doubt or surprise. Accent and intonation are related to the extent that accent, in
this case, can be considered as an intonation characteristic of the speaker's origin, so
it will be defined by the native geographical variant of English of the interlocutor.

Therefore, it can be concluded that non-face-to-face communication in healthcare

Telephone communication consists of a main component that is verbal
communication or the message and other auxiliary components of non-verbal
communication, intonation and accent.

The basic recommendation for good telephone service in English is, therefore, to take
maximum care of oral expression. To do this, the following recommendations must
be followed:

- Respect the syntactic rules of English by using simple sentences with a typical
structure: subject, verb and complement (direct, indirect, manner, place, time), in
this order.

- Use courtesy formulas.

- Execute an accent that is as correct as possible and intonation appropriate to each

linguistic context to emphasize content or draw the attention of the interlocutor.

Following these general guidelines that characterize non-face-to-face

communication, expressions that are generally used on the telephone in the
professional environment of international transportation operations will be analyzed,
that is, ex pressures related to verbal communication.

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Vocabulary linked to non-face-to-face communication

Original Translation
To call Call

To give a ring Call by telephone

To phone Call
To dial a phone number Dial a phone number
To return a call Return a call

on hold On hold
direct line Direct line

Helpline Telephone support

Voicemail Voicemail

There are also other expressions related to non-face-to-face communication, which

are listed in the following table.

Expressions linked to non-face-to-face communication

Original Translation
Hello, tell me (when the phone is picked
Hello /hA'l 30 /
up)
Good morning, afternoon, evening
/g U d ' m o: n Good day good evening
I , ' a: ft 0 nu : n, 'itvn
I'm (am) callingfrom…
/a I m (æm) ' k o: l I call from…
II fr Dm/
Howisitgoing? /haU I z I t ' g un ?/ How are you?
How are you doing? /ha ua: ju : ' du() How are you?
II) ?/
How are you? /ha ua: ju : ?/ How are you? How are you?

How can I help you? /ha u kæn a I h £ lp ju : ?/ How can I help you?
Would you mind telling the director I called? /w u d Would you mind telling the director that
ju : ma I nd ' t £ lIð 3 d I ' r e kt 3 ra I k o: ld?/] I called?
Could I leave her a message? /k u da I li : vh 3: r a '
Could I leave you a message?
m e s Id3 ?/

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Could you please call him back at 12 pm?

/kUd ju: plitz k o: lh i m bæk æt tw e lv pi : e m?/ Could I call you again at 12:00?

Could you spell your surname please? Can you spell your last name for me?
/kUd ju : sp e lj 0: 's'mne i m plitz?/
Could I talk/speak to…? Could I speak with…?
/k U da I t o: k / spi : k tuz...?/

Could you please speak up? Could you speak louder?

/kUd ju: plitz spi:k Ap?/
Could you please speak slower? /kUd ju: plitz spizk
Could you speak more slowly?
'sl v ?/

What can I do for you?

What
/w Dtcan
kænI do
aI for
du:you?
f o: ju:?/
Who's (is) calling? /hu : z ( I z) ' k o: l1 ?/ Who calls?
Mr Jackson speaking
/'mIsta d3 æks an 'spizk This is Mr Jackson speaking
II /
Goodbye! Bye! /g u d ' ba I ! ba I !/ Bye

00 44 539 73 18 26 Double o/zero, double four, Zero, zero, forty-four, five hundred
five, three, nine, seven, three, one, eight, two, six thirty-nine, seventy-three, eighteen,
/ ' d A bl au / ' z Ia r au , ' d A bl f3: , fa I v, 0 ri : , twenty-six
na I n, ' s e vn, 0 ri : , w A n, e I t, tul , s I ks/
(Answering machine) You've reached the central
warehouse of Logex ® (Answering machine) You have
/( ' a: ns a r contacted the Logex central warehouse
I m a ' J iin) ju1'v ri
itf t ð a ' s e ntr a l
(Answering machine) Thank you for calling
Logex, our opening hours are… (Answering machine) Thank you for
/( ' a: ns a r
I m a ' J i : n) 0 æ calling Logex, office hours are…
1 k ju f o: ' k o: l
I Logex,
(Answering machine) Please leave your contact
number and we will get back to you as soon as
possible (Answering machine) Please leave your
/( ' a: ns a r contact number and we will call you as
soon as possible
I m a ' J i : n) pli : z li : vj o: ' kDntækt
' n A mb a r nd wi : w I lg e t bk tu : ju : z su : n æz
' pDs a bl/
In the previous list, expressions on the telephone have been indicated that are used in
the different phases of the telephone conversation such as greeting, introduction

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