2-A Conversation on the Telephone

Conversation on the Telephone
Starting questions
 How do you often start a phone
conversation? Do you know some
other ways to start a phone
conversation?
 Is there any essential personal info
you should provide while you’re

calling someone?
 What would you say if you had the
wrong number?
 What would you probably respond if
the one you’d like to talk to is busy

Phrases Used in Telephoning
Introducing yourself
 Good morning, Aristo. Saying someone is not
 Hello, this is … from … available
 Hello, my name’s … calling
 I’m sorry he/she’s not
from … available …
 Sorry, he/she’s away/not
in/in a meeting/in Milan.
Saying who you want
 I’d like to speak to …,
please. Stating reason for a call
 Could I have the …
 I’d like to …
Department, please?  I’m calling about …
 Is … there, please?  I need some information
about …
Leaving and taking to call you later.
messages
 Could you give him/her
Offering to help in
a message? other ways
 Can I leave him/her a  Can anyone else help
message? you?
 Please tell him/her …  Can I help you
 Please ask him/her a perhaps?

message?  Would you like to speak
 Can I take a message? to his assistant?
 Would you like to leave  Shall I ask him to call
a message? you back?

 If you give me your
Asking for repetition (that/your name),
 Sorry, I didn’t catch (your please?
name/your number/your
company name/etc.). Acknowledging
 Sorry, could you repeat repetition
your (name, number,  Okay, I’ve got that now.
etc.)  I understand.
 Sorry, I didn’t hear that.
 I see, thank you.
 Sorry, I didn’t understand
that.
 Could you spell
Ending a call
 Right. I think that’s all.
 Thanks very much for your help.
 Do call if you need anything else.
 I look forward to … seeing you/your
call/your letter/your fax/our meeting.

 Goodbye and thanks.
 Bye for now.

Structure of a Call
Beginning Middle End

- Introduce Ask questions Signal end
yourself -Get/give -Thank other
-Get who you information person
want -Confirm -Small talk
-Small talk information -Refer to next
-State contact
problem/reason -Close call
for call -Check that
there’s nothing
else to say
Conversation Example
A Fenton Engineering. message?
B Extension 473, please. C Yes, of course.
A I’m afraid the line’s engaged. B Could you ask her to call me back?
Will you hold? C Does she have your number?
B Yes. B No. It’s Paris – the code is 010 331
then the number is 46 58 93 94.
A The line’s free now. I’ll put you Could you read that back to me?
through. C 010 331 46 58 93 94.
B Thank you. B That’s right.
C Paint shop. C Anything else?
B I’d like to speak to Mrs. Isaacs. B No, that’s all. Thank you very
C Who’s calling please? much.
B Jacques Duval. C You’re welcome.
C Hold on, Mr. Duval. I’ll get her. B Goodbye.
C I’m afraid she’s in a meeting. Do

you want to call back later?
B No, it’s urgent. Could you take a
Task
 Write a conversation on the telephone
based on a situation in a school.
 Practice with your partner.
Useful Expressions (1):
Starting a telephone conversation
 Formal:
May
1. Could I speak to B, please? This is A
calling.
Can
2. I’d like to speak to B, please. This is A.
3. This is A. Is B in, please?
 Informal:
1. Is B there?
2. B, please.
From Say it Naturally
Making others on hold
 Formal:
1. Would you mind holding a minute while I try to
find B?
2. Could you hold, please?
3. Please hold a moment.
One
4. Just a moment, please. I’ll see if B is in.
Wait a
 Informal:
1. Hang on. I’ll get B.

2. Just a sec.
Useful Expressions (3): the one you’d like to talk to is
busy or not there
 I’m sorry, but B is not here right now. May I take a

message, or would you like to call back later?
busy have B
return your call?
 B is occupied now. Would you like to leave a
message ?
tied up call back
later?
come to the phone
 I’m afraid B can’t speak to you at this time.
take the call
in aFrom
fewSayminutes?
it Naturally
 Could you call back in a little while?
Wrong Numbers
 If you’re the person who makes the phone call:
have
1. Oh, I’m sorry. I guess I have the wrong number.
must have
2. Oh, I was trying to reach (give phone number).
3. Is this (give phone number).
4. Oh, I’m sorry to disturb you. I dialed the wrong
number.
 If you’re the person who answers the phone:
1. I’m sorry. You have the wrong number.

2. I’m sorry. There’s no one here by that name. I think
you dialed the wrong number.
Discussion Questions
 What would you respond if the caller
doesn’t sound polite at all?
 What would you do if you’re answered
by an answering machine or a voice
mail?

2-A Conversation on the Telephone

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Conversation on the Telephone

you should provide while you’re

the one you’d like to talk to is busy

 Please ask him/her a perhaps?

a message? you back?

 Thanks very much for your help.

 Do call if you need anything else.

 I look forward to … seeing you/your

call/your letter/your fax/our meeting.

 Bye for now.

Beginning Middle End

C I’m afraid she’s in a meeting. Do

1. Hang on. I’ll get B.

 I’m sorry, but B is not here right now. May I take a

1. I’m sorry. You have the wrong number.

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