Without looking at the list below, listen to your teacher read out a list of phrases and as soon as you are sure what function they all have put up your hand and guess.
From your memory of the stage above and your other knowledge of telephoning language, write as many phrases as you can in the spaces below
Answering the phone
Speaking machines- Ansaphone, call waiting and automatic switchboard messages
Starting the phone conversation- the caller
When someone is not there- the receiver
Dictating
Taking dictation
Asking people to wait
Technical problems
Asking for someone’s name
Bringing the phone call to an end
Check your answers with the list below. If there are any differences between your list and the list below, check with your teacher if your versions are also correct. Ones which are rare are marked with an asterisk (*) and optional parts are marked with brackets
Answering the phone
Hello.
(This is) Alex speaking
01323 894389
British Council. How can I help you?
Case residence*
Good morning, reception. Who do you wish to speak to?
Good afternoon. Rose Green Construction Limited.
Speaking machines- Ansaphone, call waiting and automatic switchboard messages
I’m afraid that I can’t answer the phone at the moment
All our operators are busy at the moment
You are through the answer machine of George Clooney
Please leave your name and number and we’ll get back to you (as soon as we can)
Your call is important to us
… or press nine if you want to talk to a customer service representative
You are through to…
There’s no one here at the moment. Our business hours are…
Starting the phone conversation- the caller
Can I speak to someone in your finance department, please?
May I speak to the head of marketing?
I need to speak to someone about my student loans
This is Alex Case from the British Council (calling)
Someone phoned me from this number, so I am calling back
I had a message that I should call you
Hi (Steve), it’s Alex (again)
Is that John?
Is that the marketing department?
I’m not sure if I’ve got the right number, but I need to talk to someone about my water bill
Hi Julie, I just got your message
Hi John. Is this a good time?/ Are you free to talk?/ Sorry to phone you at lunch time
Sorry, we got cut off. Now, where were we?
I’m just returning your call.
I’m calling/ phoning about/ to…
When someone is not there
Can I take a message?
Would you like to leave a message?
I’m afraid that he is away from his desk (at the moment)
He isn’t answering his phone
He’s on another line
Shall I ask her to call you back?
Can I take your name and number (and I’ll ask him to call you back)?
I’ll make sure he gets the message
I’ll tell him you called
I’ll get someone to ring you first thing in the morning
I’ll pass that message on as soon as I can
I’m sure he will get back to you soon.
I’ll do my best to get that message to him before lunch.
Dictating
New line
New word
Do you want me to spell that for you?
Do you want me to repeat that?
I think she already has my number, but here it is just in case. Oh seven oh double three treble nine two.
Forward slash
Dot
Dash
Apostrophe
Open brackets- Close brackets
Taking dictation
Could you spell that/ your name please?
Could you speak a little slower please?
Let me take that down
Let me write that down
Can you spell the first word (for me)?
Can I just check that back?
Let me read that back (to check)
Is that one word or two words?
Is that B for Bobby or V for Virgin?
One five or five oh?
I didn’t catch the last part
Do I need any punctuation (in that email address)?
Got it
Is that everything?
Could you speak slower please?
Asking people to wait
I’m putting you on hold
Please hold (the line)
If you could wait just one second
I’ll just get a pen and paper
I’m looking for the file right now
Just a moment, I’ll get your account up on screen
I’ll check if he’s available
Technical problems
It’s a terrible line
I can’t hear you very well
I’m going into a tunnel
You’re breaking up
My battery is nearly flat
There’s a bit of a delay
Asking for someone’s name
I’ll just check if he’s available. Who’s calling please?
Of course. Can I take your name please?
May I ask who is calling?
Certainly. Who shall I say is calling?
Is that John?
Could I have your name?
Choose one which you would like to use (preferably one which you don’t already use) from each section above
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PDF for easy saving and printing: TelephoneFunctionsReview
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