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1
Introduction:- Telephone
The telephones people use came about
from a device invented by Alexander Graham
Bell in 1876 .Tel...
What is a Telephone Conversation?
It is the transmission of a message through
phone.
•It can be informal - when you call t...
Example of an informal phone
conversation:
• Speaker 1: Hi Rosi, how is going on?
• Speaker 2: Hey man! Cool. You?
• Speak...
Example of a formal phone conversation:
•Speaker 1: Good morning. I’d like to talk to Mr. Dan Brown
please.
•Speaker 2: Go...
The simplest communication
process always involves 4 parts:
• A sender is the person who has information to
convey to anot...
Problems related to the Sender
 The Sender speaks too softly. You have to ask
the Sender to speak up.
 The Sender talks ...
Problems related to the Message
 The Speaker uses slang vocabulary/technical
language that you do not understand.
 The S...
Problems related to the Channel
 There is static or buzzing on the line.
 There is background noise coming from the
Send...
Problems related to the Receiver
 The Receiver doesn’t acknowledge that the
Message is being understood.
 The Receiver d...
Top tips for Telephone Conversation
in English
Greetings
• Every phone call should begin with a polite greeting
such as, H...
Interrupting without insult
• For example, begin with I would like to say
something here, if I may or Allow me to make
a p...
13
Asking for someone
• Could I speak to Mr.
Varun Krishnan, please?
• Can I speak to ……..?
• I would like to speak to
…..?
•...
Explaining
• I’m afraid Mr. Varun
Krishnan isn’t in at the
moment.
• I’m sorry he is in a
meeting now.
• I’m afraid he is ...
Putting someone on hold
• Hold on a
moment,please.
• Just a moment, please.
• Could you hold the line,
please?
• Hold the ...
Putting someone through
•
•
•
•

One moment,please.
I’ll put you through.
I’ll connect you.
I’m connecting you
now.

17
Taking message
• Can I take a message?
• Would you like to leave a
message?
• Can I give him/her a
message?
• I’ll tell Mr...
19
SITUATION

EXAMPLES

Introducing yourself. Phrases to use when you
place the call.

When calling a general number:

--Hell...
Connecting someone. When you answer the
phone and it is for somebody else.

- One minute, I’ll transfer you now.
- Please ...
Clarifying what your caller says

- Can you please spell that for me?
- How do you spell your last name?
- Let me repeat y...
23
SPECIAL SITUATIONS
Leaving a voice mail

- Hello, this is Marina Smith calling to follow-up
regarding your order with XYZ ...
Phrases for cell phone calls

The fading signal
- I’m sorry, I’m losing you. Can you call me back?
- I can barely hear you...
26
Hi Ricardo. How are you?
Hey, let’s go to baseball game this afternoon.
Yes, it’s ok. I will call him soon. See you friend...
Hi Guillermo. Ricardo and I will go to the
baseball game this afternoon and we want
to invite you to go with us. Please te...
Hi Miguel, I can’t go with you this afternoon,
because I will busy, but we could go
tomorrow, what do you think about it?
...
30
Good Morning.English Home,
Smirthi is speaking.How can I help
you?”

Good morning.This is
John Smith.Can I speak
to Mr.Rah...
Certainly,hold on a minute.I’ll put
you through.

32
Mr. Rahul’s office.Hatice is
speaking.

Hello! This is John Smith from
Cambridge University Press.I would
like to speak to...
I’m afraid Mr.Rahul isn’t in at the
moment .Can I take a message?

34
Yes, Could you please ask him to
call me later?

All Right. I’ll ask him to call you.

35
For some reason, phone calls in English
are much more difficult than talking to people
face to face. Maybe it's because yo...
37
38
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Telephone conversation

  1. 1. 1
  2. 2. Introduction:- Telephone The telephones people use came about from a device invented by Alexander Graham Bell in 1876 .Telephone is devices for communicating sound, especially speech. Tele- means long distances and -phono means sound, voice or speech. 2
  3. 3. What is a Telephone Conversation? It is the transmission of a message through phone. •It can be informal - when you call to a friend or relative. •It can be formal - When you call to an office, to your boss, etc. 3
  4. 4. Example of an informal phone conversation: • Speaker 1: Hi Rosi, how is going on? • Speaker 2: Hey man! Cool. You? • Speaker 1: Good!... What about your husband? • Speaker 2: He’s working now… something to tell’im? • Speaker 1: Yep, if he can call me back please. • Speaker 2: Sure!. I’ll tell’im. • Speaker 1: Thanxs Rosi. Take care! • Speaker 2: No problem, you too! • Speaker 1: Bye! • Speaker 2: Bye! 4
  5. 5. Example of a formal phone conversation: •Speaker 1: Good morning. I’d like to talk to Mr. Dan Brown please. •Speaker 2: Good morning. I’m sorry but Mr. Dan Brown is not here at the moment. Would you like to leave him a message? •Speaker 1: Yes please. Tell him that Ms. Sumathi needs to contact him. •Speaker 2: Sure, I’ll tell him. Does he has your phone number? •Speaker 1: Yes he has it. Thank you. •Speaker 2: You’re welcome. Something else? •Speaker 1: No, that’s all. Good bye •Speaker 2: Good bye Ms. Sumathi. 5
  6. 6. The simplest communication process always involves 4 parts: • A sender is the person who has information to convey to another person. • The message is the information to be communicated. • A channel is the means or medium of communication. The channel might be the telephone wires, a printed page of a letter or even data transmission over wires from computer to computer. • A receiver is the person who takes in the information that is sent. 6
  7. 7. Problems related to the Sender  The Sender speaks too softly. You have to ask the Sender to speak up.  The Sender talks a mile a minute. You have to ask the Sender to slow down.  The Sender mumbles.  The Sender talks so loudly you have to hold the telephone handset away from your ear. 7
  8. 8. Problems related to the Message  The Speaker uses slang vocabulary/technical language that you do not understand.  The Speaker repeats the Message too many times.  The information is disorganized or the Message is confusing.  The Message is in a foreign language that you do not understand.  The Speaker assumes you already know the information or have background related to it. 8
  9. 9. Problems related to the Channel  There is static or buzzing on the line.  There is background noise coming from the Sender’s location (radio, TV, cell phone keeps breaking up, etc.)  The connection breaks, leaving you with a dial tone.  There is an echo on the line. 9
  10. 10. Problems related to the Receiver  The Receiver doesn’t acknowledge that the Message is being understood.  The Receiver doesn’t engage in a conversation.  The Receiver is distracted and stops paying attention to the Sender.  The Receiver is conducting another conversation at the same time.  The Receiver is not listening.  The Receiver cannot understand or decipher the Message. 10
  11. 11. Top tips for Telephone Conversation in English Greetings • Every phone call should begin with a polite greeting such as, Hi, how've you been? or Nice to hear from you. Getting to the point • There always comes the point, however, where you want to move on from friendly banter and get down to business. E.g.. I'm just calling to ... For example, I'm just calling to see if you'd like to set up a meeting. If the situation is reversed, however, and you are waiting to find out why someone called you, you can guide the conversation by saying, So what can I do for you? 11
  12. 12. Interrupting without insult • For example, begin with I would like to say something here, if I may or Allow me to make a point. Or, you could just ask: May I interrupt you for a second? Confirming Action • Please let me confirm... and So, let me make sure I've got things straight... Closing the call • Well John, it's been a pleasure talking to you. 12
  13. 13. 13
  14. 14. Asking for someone • Could I speak to Mr. Varun Krishnan, please? • Can I speak to ……..? • I would like to speak to …..? • Could you put me through to Mr. Varun Krishnan,please? 14
  15. 15. Explaining • I’m afraid Mr. Varun Krishnan isn’t in at the moment. • I’m sorry he is in a meeting now. • I’m afraid he is on another line right now. 15
  16. 16. Putting someone on hold • Hold on a moment,please. • Just a moment, please. • Could you hold the line, please? • Hold the line,please. 16
  17. 17. Putting someone through • • • • One moment,please. I’ll put you through. I’ll connect you. I’m connecting you now. 17
  18. 18. Taking message • Can I take a message? • Would you like to leave a message? • Can I give him/her a message? • I’ll tell Mr. Varun Krishnan that you called. • I’ll ask him/her to call you 18
  19. 19. 19
  20. 20. SITUATION EXAMPLES Introducing yourself. Phrases to use when you place the call. When calling a general number: --Hello, this is John Block calling for Marina Smith. - May I speak with Marina Smith? - Is Marina Smith in? (informal) When the person answers the call directly: - Hi Marina, it’s John calling. - Good afternoon, Marina. This is John Block from ABC company calling. Answering the phone. There are many different For calls to your direct line: ways to answer your phone. - Good morning, this is Marina. - Good afternoon, XYZ firm. How may I help you? - Marina speaking. - XYZ firm, Marina speaking. For calls to your direct line, when the person asks for you by name: - Speaking (caller says: “Is Marina there?” and Marina replies: “speaking”). 20 - This is she / this is he (caller says: “Is Marina in?” and
  21. 21. Connecting someone. When you answer the phone and it is for somebody else. - One minute, I’ll transfer you now. - Please hold and I’ll put you through. - Let me see if Jim is available. - One moment, please. - Hang on a minute. (informal) When you need to put somebody on hold - Jim is on another line at the moment. Would you like to hold? - I’m sorry, I have a call on my other line. Can you please hold? For customer service calls - All of our operators are currently busy. Please stand by for the next available operator. When you don’t understand the caller - Could you please repeat that? - I’m sorry, I didn’t catch what you just said. - Can you please speak a little more slowly? - Can you please speak a little louder? 21
  22. 22. Clarifying what your caller says - Can you please spell that for me? - How do you spell your last name? - Let me repeat your information to make sure I got it right. Taking a message for someone - I'm sorry, John’s not here at the moment. Can I take a message? - John is in a meeting at the moment. May I ask who’s calling? - John is at lunch. Would you like to leave a message? - John has left for the day. Would you like to be put through to his voice mail? Leaving a message for someone - Please tell him that Susan called and ask him to call me back. My number is 999-343-3423. - Please ask him to call Susan when he gets in. - He already has my number. - He’s not in? Please put me through to his voice mail. - I need to speak with him on an urgent matter. Please have him call me as soon as he gets in. 22
  23. 23. 23
  24. 24. SPECIAL SITUATIONS Leaving a voice mail - Hello, this is Marina Smith calling to follow-up regarding your order with XYZ company. Can you please call me back at 999-344-3344. - Hello, this is John Block from ABC. I’m calling regarding the upcoming conference in Miami. I’ll try you again later today. - Hi, it’s Marina. Please call me back when you get a minute. (informal) Recording a voice mail message on your machine - Hello, you’ve reached Marina Smith at XYZ company. I’m sorry I’m not available to take your call. Please leave a message and I’ll call you back as soon as I can. Thank you. - Hello, you’ve reached John Block at ABC. It’s Monday, May 22, and I will be out of the office all day. I will be checking my voice mail from time to time and will return all urgent calls. Thank you. 24
  25. 25. Phrases for cell phone calls The fading signal - I’m sorry, I’m losing you. Can you call me back? - I can barely hear you. Let me call you back on my other phone. - We’re breaking up. I’m having trouble hearing you. Let me call you back later. The lost call - Hi, it’s Marina again. Apparently we got cut off. - Hi, it’s John again. Sorry I lost you. My cell phone dropped the signal. SPELLING OUT NAMES OVER THE PHONE. Often you will need to spell something out over the telephone, such as a last name. It will help your listener is you offer words for each letter. Give words or names that are very common for each letter. - My last name is Czarnek. C as in cat, Z as in zebra, A as in apple, R as in Robert, N as in Nancy, e as in egg, K as in king. - My registration number is 459N4AF. That’s 459, N as in Nancy, 4 A as in Apple, F as in Frank. 25
  26. 26. 26
  27. 27. Hi Ricardo. How are you? Hey, let’s go to baseball game this afternoon. Yes, it’s ok. I will call him soon. See you friend Fine, thanks. Hi! Yes, that sounds nice. Let’s invite Guillermo too. 27
  28. 28. Hi Guillermo. Ricardo and I will go to the baseball game this afternoon and we want to invite you to go with us. Please tell me if you can go. Bye Hello, I can’t take to the phone right now, please leave a short message with your name and telephone number and I will call you back as soon as possible. 28
  29. 29. Hi Miguel, I can’t go with you this afternoon, because I will busy, but we could go tomorrow, what do you think about it? See you tomorrow. Yes, of course, don’t worry, we will come you in the Stadium tomorrow. 29
  30. 30. 30
  31. 31. Good Morning.English Home, Smirthi is speaking.How can I help you?” Good morning.This is John Smith.Can I speak to Mr.Rahul,please ? 31
  32. 32. Certainly,hold on a minute.I’ll put you through. 32
  33. 33. Mr. Rahul’s office.Hatice is speaking. Hello! This is John Smith from Cambridge University Press.I would like to speak to Mr.Rahul,please? 33
  34. 34. I’m afraid Mr.Rahul isn’t in at the moment .Can I take a message? 34
  35. 35. Yes, Could you please ask him to call me later? All Right. I’ll ask him to call you. 35
  36. 36. For some reason, phone calls in English are much more difficult than talking to people face to face. Maybe it's because you can't read the person's expressions or get cues about their meaning from their gestures. Or maybe it's because you're already nervous before the call starts. Preparing in advance for a phone call in English is one of the best ways to overcome these difficulties. 36
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