Telephoning

Ex. 1. Here is the list of phone vocabulary. Define word-combinations in italics and practice using them in
the sentences of your own.
area code (AmE)/dialling code (BrE) switchboard operator
bad line wrong number
busy (AmE)/ engaged (BrE) telephone charge
enquiries telephone box/ booth
extension telephone network
number telephone bill
phone / home / office / work / mobile / fax number answerphone/ answering machine
receiver missed call
telephone book/ directory voice mail
to ring voice message
Ex.2. The table illustrates possible phrases to be used while telephoning. Work in pairs, imitating telephone
conversation.

 Hello / Good morning / Good afternoon ...

 This is John Brown speaking
 Could I speak to ......... please?
Making contact :
 I'd like to speak to ..... .....
 I'm trying to contact ..........

 I'm calling from Tokyo / Paris / New York / Sydney ...

Giving more information:  I'm calling on behalf of Mr. X ...

 X speaking.
Taking a call :  Can I help you?

 Who's calling please?

 Who's speaking?
Asking for a name /
 Where are you calling from?
information :
 Are you sure you have the right number / name?

 Hold the line please.

 Could you hold on please?
Asking the caller to wait :
 Just a moment please.

 Thank you for holding.

 The line's free now ... I'll put you through.
Connecting :
 I'll connect you now / I'm connecting you now.

 I'm afraid the line's engaged. Could you call back later?
 I'm afraid he's in a meeting at the moment.
 I'm sorry. He's out of the office today. /
He isn't in at the moment.
Giving negative
 I'm afraid we don't have a Mr./Mrs./Ms/Miss. ... here
information :
 I'm sorry. There's nobody here by that name.
 Sorry. I think you've dialled the wrong number./
I'm afraid you've got the wrong number.

 The line is very bad ... Could you speak up please?

 Could you repeat that please?
Telephone problems :  I'm afraid I can't hear you.
 Sorry. I didn't catch that. Could you say it again please?

Leaving /  Can I leave / take a message?

Taking a message :  Would you like to leave a message?
  Could you give him/her a message?
 Could you ask him/her to call me back?
 Could you tell him/her that I called?
 Could you give me your name please?
 Could you spell that please?
 What's your number please?

Ex. 3. Read the following article which gives you advice on making telephone calls.
You are probably used to making informal calls to family and friends. When making calls to companies,
however, some special rules and conventions apply. When making a formal call, three rules should influence your
choice of words:
 Be brief. Do not waste the receiver’s time.
 Be clear. Explain the background and purpose of your call.
 Be polite. Recognize the receiver’s point of view.
These rules can sometimes conflict. If you are too brief, you may confuse the receiver or appear impolite.
Try to balance the three rules.
Making a call to someone you do not know.
The most difficult calls to make are calls to people that you do not know. Usually, the purpose of your
call will be to make a request for information or a meeting. This kind of call can be divided into sections
according to the function each serves:
 Locate the person.
 Make request.
 Make arrangement.
 Close the call.
Imagine that you are calling Mr. Lau to arrange a visit to his office.
Locate the person: If the person you want to speak answers the call, this part is simple. If the receiver gives her
name when he answers your call, you can skip to the next stage. If the receiver does not give his name, you can
confirm that you have the right person: Hello, is that Mr. Lau? More often the number that you have will connect
you to an operator or secretary. In this case you will have to ask to speak to Mr. Lau:
Hello, I’d like to speak to Mr. Lau Kam-Cheong, please.
If Mr. Lau is not available, you will need to find out when you can speak to him: Could you tell me when he will
be available? If the person you are calling has a busy schedule, you may have to call several times. When you are
finally connected, it is best to pretend that this is your first call. Do not mention how difficult it was to make
contact! Sometimes, you will not know the name of the person who might be able to help you. In this case, you
can state your request and then say:
Could you put me through to someone who might be able to help me?
Locating someone at a company can be frustrating if you are passed from person to person. Try not to let your
frustration show!
Make request
Making a request involves three stages: introducing yourself, giving background, and making the request
itself. Introduce yourself by giving your name and explaining who you are:
I’m ...., I’m a third-year student at ....
If you have been given the receiver's name by someone else, you should also mention this:
Mr. Thompson from Eurasia Products suggested that I call you....
Give the background to your request by explaining why you are making it:
I’m doing a project on work experience and I need to arrange a visit to a company in your field....
Make your request politely and clearly. Make sure that the receiver knows exactly what agreeing to your request
will involve: how much of her time will it involve and what will she or her staff will have to do:
I wonder if I could pay a visit to your office for an hour or so sometime in the next two weeks, to talk to one of
your staff about....
Make arrangement
If the person you are calling agrees to your request, it is important to make a clear arrangement. If you are
arranging a meeting, for example, arrange the time and place and make sure you know where to go and what to do
when you get there. Make a note of all the information so that you do not need to call back again to find out
something you have missed. If the person you are calling cannot agree to your request, he may modify it. Listen
carefully and try to fit in with his schedule. If the person you are calling cannot agree to your request at all, ask if
he knows someone else who can help:
Do you know anyone else who might be able to help me?
Whether the receiver can help you or not, thank her and close the call politely.
Close the call
As the caller, it is your job to close the call when you have got the information you need. Unless the receiver
shows that he wants to talk, it is not polite to chat once your business is finished. If there is a difficult silence at
the end of the call, it is probably because you are not doing your job of closing the call. You can do this by
confirming the arrangement:
So, I’ll come to your office on Monday at 10.... thanking the receiver, Thank you very much for your help.... and
saying goodbye Goodbye.... In each case, wait for the receiver’s response before you go on to the next stage. Wait
until you have heard the receiver say goodbye before you hang up.
Ex. 4. Fill in the gaps with the following words:
automatic call dial dialing tone directory engaged exchange operator receiver subscriber’s number trunk code
Yellow Pages
You need to make a telephone 1)________ . Then make sure you have your correspondent’s number close at
hand. Telephone numbers consist of a 2) ____________ and a 3) _____________. If you don’t know your
contact’s number, look it up in the telephone 4) _________ of the 5) ____________. The latter contains the
telephone numbers of businesses and traders in your area. The next thing you do is lift the 6) _____________ and
7) _________ or press the number. You will then hear a 8) ______________. If the number is 9) _____________
you will hear an engaged tone. Bad luck, you will have to ring back later. In a company, the first person who
answers the phone will often be the 10) ____________. He - but still more often: she - will put you through to the
person you require. The operator operates the telephone 11) ___________. In an increasing number of businesses
however manual exchanges are replaced by direct lines or 12) _____________ exchanges.
Ex. 5. Read this dialogue and choose the best answer:
Receptionist: Thank you for phoning Maple Dental Clinic. Sylvia 1) speaks/speaking/calls. How can I help you?
Thelma: Hi Sylvia. 2) This be/It’s/I am Thelma Woods calling. How are you today? Receptionist: I’m fine, Mrs.
Woods. How are you?
Thelma: Well, actually, I have a bit of a sore tooth. I was hoping Dr. Morris would have some time to see me this
week.
Receptionist: I’m 3) afraid/scared/worried he’s booked this week. I can put you in for 2 pm next Tuesday. How
does that sound?
Thelma: That would be great. Receptionist: I’ll have to give you the address of our new office. Thelma: Oh, that’s
right, you moved.
Receptionist: Yes, we moved downtown. Do you have a 4) pen handy/the handy pen/the available pen?
Thelma: Could you hold on a 5) buzz/moment/time please. ...Okay, go ahead Sylvia. Receptionist: Okay, we are at
723 Baltic Avenue. Suite 004.
Thelma: 6) If you could/Please can you/Would you mind spelling that for me? Receptionist: Sure. That’s seven-
twenty-three Baltic – B 7) for Bear/as if Brave/as in Bravo, A as in Alpha, L as in Lima, T as in tango, I as in
India, and C.
Thelma: OK, great. I’ll see you on Tuesday then.
Receptionist: OK, 8) Great for/Pleased to/Thanks for calling. See you then.
Thelma: Thanks. Bye.
Ex.6. Here is a different conversation. Type in words like the ones above to finish the conversation.
Secretary: Good morning, ABC Company, how (1) I help you?

Mr. Thomas: Hello, this is Bill Thomas. May I speak with Ms. Tanaka, please.
Secretary: I'm sorry, she is (2) of the office right now. May I take a message?
Mr. Thomas: Yes please. This is Anthony Thomas.
Secretary: And how can he (3) you, Mr. Thomas?
Mr. Thomas: At 438-3498.
Secretary: Was that (4) ?
Mr. Thomas: Yes, that's right.
Secretary: And may I tell him what this in (5) to?
Mr. Thomas: Well, it a rather (6) matter.
Secretary: Okay. I will give him the message as soon as he (7) .
Ex. 7. Choose the most appropriate answer?
1. Could I speak to Ms Johnson, please?
a) Hang up and I'll call you back.
b) Yes, I'll put you through.
c) No, I prefer to hang on, it's very important.
d) Yes, I'd like to speak to the person who deals with paying your suppliers, please.
2. Good afternoon. Can I help you?
a) Yes, I'd like to speak to the person who deals with paying your suppliers, please.
b) I'm afraid you seem to have the wrong number.
c) No, I prefer to hang on, it's very important.
d) Hang up and I'll call you back.

3. Is that Ojay and Simpson?

a) Well could you get him to call me back as soon as he gets in?
b) Yes, I'll put you through.
c) I'm afraid you seem to have the wrong number.
d) No, I prefer to hang on, it's very important.

4. I'm afraid he's out of the office and won't be back for an hour or so.
a) Well could you get him to call me back as soon as he gets in?
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) Yes, I'll put you through.
5. I could get him to call you back in a few minutes.
a) Yes, I'll put you through.
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) No, I prefer to hang on, it's very important.
 6. There's a lot of noise on the line. Could you speak up?
a) Hang up and I'll call you back.
b) I'm afraid you seem to have the wrong number.
c) Yes, I'll put you through.
d) Well could you get him to call me back as soon as he gets in?
Ex. 8. Translate into Ukrainian.

Speaking English on the telephone is one of the most challenging tasks for any English learner. There are a
number of common phrases to learn, but the most challenging aspect is that you can not see the person. The most
important thing about practicing telephone conversations is that you shouldn't be able to see the person you are
speaking to on the phone. You may ask, 'How can I do that if I am practicing with a friend or another classmate?'
Here are a few suggestions for practicing phone calls without looking at your partner:
 If you are in the same room - Put your chairs back to back and practice speaking on the phone, you will only
hear the other person's voice which will approximate a telephone situation.
 Use the telephone - This is pretty obvious, but really not used that often. Give your friend a call and practice
various conversations
 Use internal office phones at work - This is one of my favorites and great for business classes. If your class is
on site (at the office) go to different offices and call one another practicing conversations. Another variation is for
the students to go into another office and have the teacher telephone them pretending to be a native speaker in a
hurry. It's then up to the students to make sure they have communicated what they need, or understood what the
caller wants. This exercise is always a lot of fun - depending on how good your teacher is at acting!
Ex.9. Who says this?

1. Can I help you?

a) The caller
b) The operator
c) The person who is receiving the call

2. Can I speak to Ms Dupont, please?

a) The caller
b) The operator
c) The person who is receiving the call
3. Who's calling, please?
a) The caller
b) The operator
c) The person who is receiving the call
4. This is Jane Coolimoor from Apex Industries.
a) The caller
b) The operator
c) The person who is receiving the call
5. One moment, please.
a) The caller
b) The operator
c) The person who is receiving the call
6. Hold the line, please.
a) The caller
b) The operator
c) The person who is receiving the call
7. Putting you through.
a) The caller
b) The operator
c) The person who is receiving the call
8. I'm afraid she's out of the office today. I'm replacing her. Can I help you?
a) The caller
b) The operator
c) The person who is receiving the call
9. Can I take a message?
a) The caller
b) The operator
c) The person who is receiving the call
10. Tricia Mellor speaking.
a) The caller
b) The operator
c) The person who is receiving the call

Ex. 10. Read the conversation and answer questions about the conversation.

Telephone conversation between a lady and her local sports store

Nancy: Thank you for calling Sports Centre. May I help you?
Lisa: I bought an exercise bike from your store last year, and I am having problems with it. I need to have it
repaired.
Nancy: Let me connect you to the Service department. One moment please.
Karen: Service department, this is Karen. How can I help you?
Lisa: I bought an exercise bike from Sports Centre last year and it needs to be repaired.
Karen: What seems to be the problem?
Lisa: I am not very sure, but I think there is a problem with the bike's computer console because the LCD screen
does not display the different features.
Karen: Nothing was on when you pushed the Start button?
Lisa: No, nothing.
Karen: What is your bike model?
Lisa: It is a 126 Upright Ford Bike.
Karen: I can send a technician out to take a look at your bike. It will cost $75.00 for labour. Also, if we have to
replace any parts, that will be extra.
Lisa: That is expensive. Isn't the repair cost covered by warranty?
Karen: When exactly did you purchase your bike?
Lisa: About fifteen months ago.
Karen: I am sorry. The standard warranty only covers a year. Did you buy extra warranty coverage at the time of
purchase?
Lisa: No, I did not. Are there any other options besides paying $75.00 for repair labour?
Karen: No, I am afraid not.
Lisa: I guess I just have to pay for the repair. When can you send a technician?
Karen: I have next Thursday November the twenty third at 2:00PM available. Otherwise, the next date has to be
December the eighth at 10:00AM.
Lisa: I take this coming Thursday. Will you send out a reminder?
Karen: Somebody will give you a call the evening before to confirm the appointment.
Lisa: Will the technician accept credit card payment?
Karen: Yes, he will. By the way, you can buy the extra warranty coverage now if you want to.
Lisa: How much does it cost?
Karen: Fifty dollars for one-year warranty, seventy-five dollars for two-years, and a hundred dollars for three-
years.
Lisa: Does it cover both labour and materials?
Karen: It covers everything. Do you want to sign up for it?
Lisa: Oh, I do not know.
Karen: It will be good for you. We will send a technician any times the bike needs services. It does not matter
how many times you call us in a year. Also, if we cannot fix the problem, we will provide you with a new
exercise bike.
Lisa: OK, I want to sign up for the two-year warranty program.
Karen: I think it is a good investment. Are you going to pay by credit card now or do you want me to send you a
bill?
Lisa: Send me a bill, please.
Karen: One last thing before I let you go, I need your address please.
Lisa: 995 Silver Lake Street in Long Beach.
Karen: OK, it is all set. Is there anything else I can help you with today?
Lisa: No. Thank you for your help.
Karen: You are welcome. Have a nice day!

1) Why is Lisa calling Sports Centre?

2) Is Nancy able to help Lisa?
3) What kind of problem does Lisa have with her exercise bike?
4) What happened when Lisa pushed the Start button?
5) What is the model of Lisa's bike?
6) How much does it cost to have the bike repaired?
7) What will happen if the technician has to replace any parts?
8) Why is the bike no longer covered by the warranty policy?
9) When can Sports Center send a technician to Lisa's house?
10) What does Sports Center do to remind people of their appointment?
11) What types of payments does Sports Center accept?
12) What types of costs does the extra warranty policy cover?
13) How often can Lisa call for services under the extra warranty policy?
Ex.11.Here is the list of telephone phrasal verbs

Complete the sentences with the most suitable phrasal verb.

a. ‘The phone’s ringing.’ – ‘I’ll ________ it ________ .’
b. Sorry, I’ve got to go now. I’ll ________ you ________ later.
c. ‘Could I speak to Mr Barring, please?’ – ‘I’ll ________ you ________ .’
d. I tried to call you several times last night, but I couldn’t ________________ . There must have been something
wrong with the lines.
e. I was going to explain the details when suddenly we were ________________ .
f. Could you ________________ for a moment. I’ll check the figures for you.
g. Why don’t you ________________ his number in the directory?
h. I was waiting for a couple of minutes but there was no answer, so I _____________.
i. Could you _________ Harry _______ ? I’d like to talk to him as well.
j. Sorry, I can’t hear you very well. Could you ________________ ?

Active Vocabulary
answering machine
country code
dialling tone (US: dial tone)
direct line / engaged tone (US: busy tone)
extension number
have the wrong number
number unobtainable
off the hook
operator
switchboard
the line’s busy
to dial a wrong number
to fix an appointment
to get back to somebody on something
to put somebody through
Can I take a message?
Can we fix an appointment?
Could you speak more slowly, please?
Could you spell that for me, please?
I look forward to hearing from you soon.
I’d like to leave a message for ...
I’m afraid he’s away on business.
I’m afraid she’s not in the office today.
I’m calling about …
I’m sorry, the line’s busy/engaged.
Just a moment, please. I’ll put you through.