BUSINESS PHONING

A. KICK OF

(Orang yang dituju ada / the person that the speaker wants to speak is available))

Dialogue 1:

Michelle: Hello, you've reached the marketing department. How can I help? ( Hello anda disini
marketing department ada yang bisa saya bantu?)
Male : Yes, can I speak to Rosalind Wilson, please? (Bisakah saya berbicara dengan ......)
Michelle: Who’s calling please? ( Maaf, siapa ini)
Male : It’s Richard Davies here
Michelle: Certainly. Please hold and I’ll put you through. ( baiklah, mohon tunggu saya akan
menyambungkan anda dengan Rosalind Wilson)
Male : Thank you.

Dialogue 2
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.
*Hang on a moment : hold on : mohon ditunggu

1. Who is Michelle?

2. Who is the male in the dialogue 1?

3. What is the purpose of the caller?

4. What are the special expressions to know the name of the caller? (from dialogue 1 and 2)

5. Do you think the intended person is available?

6. What is the meaning of these expressions? (in your own language)

• Please hold
• I’ll put you through
• Just a second
• I’ll see if he’s in
• I’ve got Mike Andrews on the phone for you
• Hang on a moment
B. Study this dialogue and its generic structure.

(Sedangkan percakapan telepon dibawah orang yang dituju tidak bisa dihubungi atau tidak
ada di tempat, sehingga si penelepon diminta untuk meninggalkan pesan (taking a phone
message /leaving a phone message: meninggalkan pesan)
Find and match the most suitable structure in the box to each part of the following conversation.

Man : Hello. Can I speak to Shinji Matsumoto, please? 1. .....................

Woman : I’m sorry. Mr. Matsumoto’s not in office right now. 2. .......................
Can I take a message? 3. ......................
Man : Do you know when he’ll be back?
Woman : I think he’ll be back in the office late this afternoon.
Man : I see.. umm. This is Bill Henderson of Altec calling. Can you ask Mr. 4. ....................
Matsumoto to call me at home around, ahh.. eight p.m. your time?
Woman : I’m sorry, can I have your name again?
Man : Uh.. Bill Henderson.
Woman : Can you spell that, please?
Man : Sure. It’s Bill Henderson, H-E-N-D-E-R-S-O-N
Woman : Could you repeat that slowly?
Man : Sorry. Ah, it’s H-E-N-as in “Nancy.” –D-E-R-S-O-N.
Woman : H-E-N-D-E-R-S-O-N?
Man : That’s right.
Woman : And your first name?
Man : Bill. B-I double L.
Woman : B-I-L-L. And your company? 5.
Man : Altec. A- double L-T-E-C.
Woman : A-L-L-T-E-C and you’d like him to call you at home?
Man : Yes, at around eight o’clock tonight.
Woman : Eight o’clock Japan time. Okay. Can I have your number, please?
Man : I think he has it, but I’d better give it to you just in case. It’s area
code 212, 456-9872
Woman : I’m sorry- can you repeat that slowly, please?
Man : Sure. It’s area code 2-1-2, 4-5-6, 9-8-7-2.
Woman : Ah, 212, 456-9872? And the country code?
Man : Uhh... I’m in the US.
Woman : Okay. And you want him to call you at eight PM our time.
Man : That’s right
Woman : Okay. Mr. Bill Henderson at Alltec, 212-456-9872, call at eight PM. 6.
Man : You got it
Woman : Okay, Mr. Henderson. I’ll see that he gets the message.
Man : Great, thanks. Bye. 7.
Woman : Goodbye

Taking a phone message

Answering a phone call
Making a phone call
Confirming the message
Ending the conversation
Leaving the message
Confirming the caller’s identity / information
(Latihan diatas adalah struktur percakapan ditelepon yang terjadi di lingkungan kerja)

Kunci:
1. Making a phone call
2. Answering a phone call
3. Taking a phone message
4. Leaving the message
5. Confirming the caller’s identity / information
6. Confirming the message
7. Ending the conversation

C. Language Focus
The following are the alternatives of special expressions used in leaving and taking a phone message
conversation.

(Berikut adalah comtoh ungkapan alternatif yang digunakan dalam percakapan ini, silahkan dianalisa
pernyataan dengan informasi paling lengkap)

1. Answering a phone call

• Good afternoon, Luke’s Cafe, can I help you?
• Hello, Atlantic Hotel, how may I help you?
• Good Morning, Nelson Enterprise, my name is Vanessa, what can I do for you?
• Hello, Wilson Company, how may I direct your call?

2. Making a phone call

• Hello, My name is Fernando, I would like to speak to Mr, Ricardo, please.
• Hello, I’m Alex from Spears Advertising company, may I speak to Mrs. Windi?
• Good morning, my name is Julian, I’m calling from Krusty Crab restaurant, could you connect
me to extension 346?
• Hello, this is Adam calling from DX Corporation, could I speak to the sales manager, please?

3. Holding the line

• Could you hold the line, please?
• I’ll put you through.
• One moment, please. I’ll check if she/he is available
• Just a moment, please.
• Could you hold on, please?

4. Taking a phone message (the phone call receiver)

• I'm sorry, Mr./Ms. ......... is in a meeting • Would you like to leave a message?
at this moment. • May I write down your message?
• I’m sorry, Mr./Ms. ..... is not in today. • Would you like to tell him/her that you
• I’m afraid Mr./Ms. ..... is not in the called?
office this time.
• Mr. Jackson is out at the moment
• I’m sorry, I’m afraid he’s /she’s not able
to answer your call, he/she is busy right
now
• I’m sorry, there’s no reply from Mr.
Jones
• The line is busy,
• He/she is on another line, Line telepom sedang sibuk/ digunakan
 • The line is being engaged

5. Leaving a message ( caller)

• Can/Could/May I leave a message?
• Can/Could you take a message?
• Can/Could you ask him/her to call me back? He has already had my number.
• Can/Could you tell him/her that I called?
• My name is....
• My phone number is .........
• I am from ............

6. Receiving a message/taking note of a message

• Of course, what would you like me to tell him?
• Sure. Can you tell me your number, please?
• Certainly. Please go ahead.
• Of course. Just a moment, please. While I find a pen and some papers, Okay, got it now,
please go ahead.

7. Confirming the received information/ message

• Sorry, could you say that again?
• Sorry, can you repeat the first word?
• So, it’s ..... Is that right?
• Sorry, how do you spell your name?
• Okay, I’ll make sure he gets your message
• Okay, I’ll him/her that you called

8. Ending the phone conversation

• Is there anything else?
• I think that’s everything he/she needs to know. Thank you.
• Thanks for (all) your help
• Thanks for calling. Have a good evening/day/weekend/etc.

D. Match the expressions below with one that has the same meaning (in the box).
1. Could you put me through to...?
2. Just a moment.
3. I am afraid he’s on another line
4. I’ll write that down for her
5. Can you ask her?
6. Could you say that again?
7. Thanks for calling

I am sorry he’s not answering his phone Can you tell her?
Could you connect me to..? Let make a note of that
I ‘m afraid I couldn’t catch the first word Thanks for your call
Please hold the line

Key:

1. Could you put me through to...? = Could you connect me to..?

2. Just a moment = Please hold the line
3. I am afraid he’s on another line = I am sorry he’s not answering his phone
4. I’ll write that down for her = Let make a note of that
5. Can you ask her? = Can you tell her?
6. Could you say that again? = I ‘m afraid I couldn’t catch the words
7. Thanks for calling = Thanks for your call

E. Complete this dialogue with any suitable expression.

Receptionist : Good morning, this is happy Marketing.(1) ______________?

Mark Smith : (2) ______________ Mr. Clarke, please.
Receptionist : (3) ________________ ?
Mark Smith : This is Mr. Smith from the Ace Solutions company.
Receptionist : Mr. Smith, I’m afraid (4) _____________. Can I put you on hold?
Mark Smith : I am afraid I have to go now, and I really need to talk to him on urgent matter.
Receptionist : (5) ____________________, then?
Mark smith : That would be great. Please tell him that we sent the document 2 days ago through
email. He needs to check it as soon as possible and then get back to us. If he did not
receive the e-mail, please tell him to call my secretary and she will re-send it.
Receptionist : Duly noted, Mr Smith. Could you give me that phone number, please?
Mark Smith : Yes, it’s (6) _______________
Receptionist : Thank you very much, Mr. Smith. I will make sure Mr. Clarke gets your message as
soon as possible.

Key:
Receptionist : Good morning, this is happy Marketing.(1) Can I help you, etc
(answering a phone call)?
Mark Smith : (2) Good morning, May I speak with (Making a phone call) Mr. Clark, please?
Receptionist : (3) Who’s speaking please ? etc. ( Meminta identitas si penelepon)
Mark Smith : This is Mr. Smith from the Ace Solutions company.
Receptionist : Mr. Smith, I’m afraid (4) I’m sorry, I’m afraid He’s not able to answer your call, He is
busy right now. (informasi atas ketidakhadiran orang yang dituju oleh si caller, clue
adlah Kalimat I’m afraid) Can I put you on hold?
Mark Smith : I am afraid I have to go now, and I really need to talk to him on urgent matter.
Receptionist : (5) Would you like to leave a message, then? (leaving a mesage dari clue atau
petunjuk di kalimat dibawah berikut : Please tell him that we sent... )
Mark smith : That would be great. Please tell him that we sent the document 2 days ago through
email. He needs to check it as soon as possible and then get back to us. If he did not
receive the e-mail, please tell him to call my secretary and she will re-send it.
Receptionist : Duly noted, Mr Smith. Could you give me that phone number, please?
Mark Smith : Yes, it’s (6) 234-456-78954 (Phone number diatas adalah clue / petunjuk untuk
isian ini)
Receptionist : Thank you very much, Mr. Smith. I will make sure Mr. Clarke gets your message as
soon as possible

F. LISTENING

Listen to this phone conversation

Conversation 2
(Silahkan didengarkan audionya : dishare di grup WA)
F.1 Are these sentences true or false?
Sentences Answer
True False
1. Maria’s in a meeting.
2. Peter’s number is 07460 990128.
3. Peter needs to give Maria the new project
figures.
4. Peter might be in a meeting later that afternoon
5. Peter prefers Maria to email him back instead
of calling back.
6. Peter’s email address is
[email protected]

G. Now, Complete the following phone message form based on the dialogue

IMPORTANT MESSAGE
For : __(orang yang dituju) _______________________________________

Date : ______________________________ Time ____________A.M./P.M

From : __(orang yang menelepon)_ _____________________________________

Of :___(Asal Perusahaan) _________________________________

PHONE : _______________________________________________________
Area Code Number Extension
o FAX
o MOBILE: _____________________________________________________
Area Code Number Extension
Telephoned Please call
Came to see you Will call again
Wants to see you Rush
Returned your call Special attention
(diceklis berdasarkan pesan yang diterima)
Message_____________________________________________________________
____________________________________________________________________
____________________________________________________________________
_________________________________________________________________

____________________
...............
 TIPS:
How to Answer the Phone Politely
1. Pick up after 2 or 3 rings
2. Prepare a professional greeting
3. Identify yourself and your organization
4. Nicely ask who’s calling if you don’t know
5. Speak directly into the mouthpiece
6. Avoid using slang or profane language.

Don’t forget
1. Answer in a quiet environment.
2. Stop your other tasks before answering the phone
3. Say, Hello and state your name in a pleasant tone of voice
4. Take down (write) the caller’s info if the person they’re trying to reach is unavailable.
5. Ask why the person is calling (what can I do for you)
6. Speak clearly using your normal tone of voice
7. Don’t answer the phone while chewing gum or food.
8. Don’t talk to the people outside of the call until the call is over

Task F.1
1. False
2. False
3. False
4. True
5. False
6. False