Telephoning

Details

The most useful phrases for starting phone calls

Answering the phone

Good morning/ afternoon/ evening. ABC Limited. Alex Case speaking. How can I help you?

Saying who you are (caller)

My name is Francis Cripps. I work for JUPG PLC.

This is Francis Cripps (again), (calling) from JUPG PLC.

Hi Alex. It’s Francis Cripps (from Finance/…) (again).

Small talk/ Being friendly at the beginning of the phone call

How’s it/ the conference/ your week/ your project/… going?

Did you have a good weekend/ trip/ holiday/…?

How’s business?

I heard that the weather there is much cooler/ that…

I guess that you are really busy/ that…

I’m (so) glad/ sorry/ happy/ relieved/ … to hear that.

(That) sounds great/ terrible/ awful/ interesting/ nice/ encouraging/ fun/ …

Being polite at the beginning of the phone call

Thanks for calling me back.

Thanks for getting back to me (so quickly).

Sorry to phone so early in the morning (but…)

Sorry it took me so long to get back to you.

Sorry to trouble you again (but…)

Ending the small talk/ Smoothly getting down to business/ Moving towards the topic

So, what can I do for you today?

Anyway, have you got a minute (to talk)?

Talking about the reason for the phone call

I just got your message.

I’m returning your call.

Someone phoned me from this number.

Anyway, I’m phoning about the meeting next week/ about…

I’m calling to ask about the meeting next week/ to…

So, did you see my email about the delivery/ about…?

Well, just a quick call to say…

Well, I was given your number by…

I found your number…

Asking to speak to someone

Can I speak to Kim Smith (in the Sales Department), please?

Is Kim (Smith) there?

I’d like to speak to someone about replacing our photocopiers/ about…

I need to speak to someone in the shipping department/ in…

Asking about the caller’s name

Sorry, I didn’t catch your name.

May I ask who is calling?

Asking about the receiver

Sorry, who am I speaking to, please?

Is that Kim (Smith)?

Is this the right number for the HR department/ for…?

Is that the… department/ division/ section/ team?

Are you the right person to speak to about…?

The most useful phrases for the body of a phone call

Connecting the caller to the right person

Can I ask what it is concerning?

Of course. I’ll (just) check if he’s available.

Okay. I’m putting you through.

I’ll connect you to… She should be able to help.

Negative answers to requests to speak to someone

I’m sorry but she’s away from her desk/ out of the office/ out of the country/ not in today. (She should be back…)

I’m afraid he’s on another line/ her line is busy/….

Leaving messages/ Dictating

Can I leave a message?

Can you tell her that…?

Can you ask her to send me six hundred and fifty HYDV765s/ to…?

My office number/ work number/ landline/ mobile (number)/ home phone is oh one double six treble one.

My (postal) address is twenty three black new word bird park new line midtown capital b capital b capital p capital m.

The URL is http colon double slash high dash life dot com slash alex underscore case.

My (work/ personal) (e)mail address is alexcase all one word at outlook dot com.

Taking messages/ Taking dictation

Does she have your number?

Can I take a message?

Shall I ask her to call you back?

(Okay.) Got it (now) (,thanks).

Other responses to someone not being there

No, that’s okay, thanks. I’ll (just) call again later. (Do you know when she will be available?)

Actually, it’s quite urgent. Could you give me his mobile number?

Is there anyone else I can speak to about…?

Can I help you at all?

Asking people to wait

Please hold the line. I’ll connect you to a member of our customer service staff/ I’ll check if she’s available/ I’ll…

Just a moment while I get a pen and some paper/ while I find the file/ while I…. Okay, please go ahead.

Just a minute. I’m (just) getting your account up on the screen/ I’m (just)…

Checking/ Clarifying/ Not understanding/ Dealing with communication problems

Can I check that back?

Sorry, could you say that again (a little more slowly)?

Sorry, can you repeat the first word/ the last part/…?

… Is that right?

Sorry, could you spell your family name/… (for me), please?

Just to (double) check,…

Sorry, is that B for Bobby (or V for virgin)/ one five (or five oh)/ two words (or all one word)/ …. (or…)?

Talking about written sources (documents, webpages etc)

Do you have the information in front of you now?

I’m sending you the document/ … right now.

If you turn to page (number) three and look at the second paragraph,…

The most useful phrases for ending phone calls

Ending taking messages

Okay, I’ll make sure (that) he gets your message. (I’m sure he will get back to you soon.)

Checking that the other person has finished and responding to that

So, is there anything else (that I can help you with) (today)?

(Okay then,) was there anything else (that you’d like to ask)?

No, that’s all (for now), thanks.

Actually, there is just one more thing….

Smoothly ending a phone call (giving reasons for finishing the call, etc)

Anyway, it’s been great to talk, but I’m afraid I have a meeting in a few minutes/ I’m afraid I… (so…)

I’d like to talk more about this but I’m afraid someone has just come in/ I’m afraid… (so…)

That seems to have covered everything, thanks.

That’s been really helpful, thanks.

Okay, I won’t keep you any longer, then.

Talking about the next contact between you/ Talking about the future

Can I call you back (a little) later?

Could you possibly call again (a little) later?

I’ll email you by the end of business today/ later (today)/ in the next couple of days/…

(I can’t hear you very well). Shall we hang up and try again?

I’ll check (…) and call you (right) back.

Could you (possibly) find out and call me back?

Please call again if you have any other questions/ problems/...

I look forward to your call.

Looking forward to hearing from you.

Speak to you then/ tomorrow/ soon/ later/… (, then).

See you then/ tomorrow/ soon/ on Monday/ there/… (, then).

Polite and/ or friendly language at the end of the call

Thanks for (all) your help.

Thanks for calling/ your call.

Sorry I couldn’t be more help.

Have a good evening/ day/ weekend/….

Bye (for now).

Telephone vocabulary in British and American English

This is a summary of the most important vocabulary differences above plus a few more that are rarer to actually say during phone calls but could come up when discussing the topic of telephoning, such as the emergency phone numbers “nine nine nine” (UK) and “nine one one” (USA). Ones with a star (*) are also fine in the other kind of English.

brackets/ parentheses (= ())

cheers/ thanks*

directory enquiries/ directory assistance

email someone*/ mail someone

engaged (tone)/ busy (signal) (= on another line)

free phone (number)/ toll-free (number)

full stop/ period (= .)

give some a ring/ give some a call*

hash key/ pound key (= #)

mobile (phone) (number)/ cell(phone) (number)

nine nine nine/ nine one one (= emergency phone number)

oh/ zero*

oh eight nine eight number/ nine hundred number or one-nine hundred number (= premium rate phone number)

on holiday/ on vacation*

phone box/ phone booth (= public phone)

postcode/ zip code

put someone through/ connect someone* or transfer someone’s call

reverse the charges/ a collect call (= the person who receives the call pays)

ring someone/ call someone* (= telephone someone)

text someone/ send someone an SMS

zed/ zee (= Z)

Teleconference and videoconference functional language

Talking about documents

“…the one with the heading Personnel in bold.”
“Do you all have it (on the screen) in front of you now?”
“Can you all have a look at the beginning/ middle/ end of the document/ page/ table?”
“…the first/ second/ next/ next to last/ last bullet point/ sentence/ graph.”
“The top/ bottom row/ paragraph/ sentence”
“The second row/ figure/ word/ column from the bottom/ top/ left/ right.”
“It’s about halfway down the page. Can you all see it?”
“That’s the one. There are seven bullet points. Look at the second to last one.”
“I’ve used italics for the bits I want to check with you all.”
“If you open up (the document called) Appendix Two…”

Try to interrupt someone

“Sorry. Alex. I’d like to come in here if I may.”
“Sorry, could I just jump in for a second?”
“This is Alex. Can I say something?”
“Alex speaking. Can I mention something here?”
“Sorry, it’s Alex. May I add something here?”
“Sorry to interrupt you. It’s Alex.”
“Alex. Can I just say something here?”
“Sorry to interrupt but could I just ask a quick question?”
“This is Alex again”

Check who said something

“Who was it who said…?”
“Was that you, John?”
“Sorry. Who was that just speaking?”
“Sorry, can you say your name before you speak?”
“Would I be right in thinking that was… (speaking)?”

Make sure everyone has a chance to speak

“Any reactions?”
“I think maybe Dan has something to add.”
“Anything else, anyone?”
“Alex?”
“Shall we go round the group and get everyone’s opinion before opening up the discussion?”
“Perhaps you could start, Egbert.”
“Thanks Egbert. Harry?”
“Charlie, do you have anything that you’d like to add?”
“I’d also like to hear Steven’s opinion on this.”
“Thank you Dan. Takeshi, you wanted to say something, I think.
“Ideas, anyone?”
“Mr Schmidt, would you like to say something?”

Check what someone means

“Sorry, could I just confirm something?”
“Sorry, I didn’t catch the last / first part.”
“Sorry, could you say that again, please?”
“Sorry, could you repeat the part about the sales figures?”
“Do you mean…?”

Talking about the sound

“There’s a bit of a delay/ echo.”
“Can you move the microphone?”
“I can’t hear you very well”
“Really? I can hear you fine”
“I’ll check the microphone”
“Sorry about that. I’ll speak a little louder.”
“Have you checked the speaker and microphone settings?”
“Can you hear me?”

Talking about the image

“You’re out of focus”
“You’re quite jerky”
“Your image has frozen”
“We’ll just have to continue without the video”
“We’ll get the camera fixed and then reschedule”
“I’ll try and continue without the video while my colleague tries to sort it out”
“The screen is (still) blank.”
“There’s a delay on the video”
“Is the picture okay?”
“I can’t see the people at the sides of the table.”

Take a break

“Let’s take five, shall we?”
“Shall we take a comfort break?”
“Can I suggest that we take a five minute break here?”
“How about a short break at this point, so that we can stretch our legs?”
“I think a few people are finding it difficult to concentrate.”

Dealing with names

“Let’s first check who is with us.”
“There are two Akiras, so please call me Aki and him Akira.”
“I’ll just go round the table so you know who’s here.”
“This is my colleague…”
“Shall we (all) introduce ourselves first?”
“I’ll call out your names (one by one)”
“Could you acknowledge when you hear your name?”
“Perhaps we should start by saying who is here.”
“First of all, should we use first or last names?”
“Can everyone say how they’d like to be addressed?”

Leaving the room

“Richard has just come back in.”
“Don’t hang up, I’ll be just a second.”
“Hi, this is Miguel. I’m back.”
“I just need to get some papers. I’ll be back in a couple of minutes.”
“Does anyone have to leave early?”
“Juan has to leave now, but we can just carry on without him.”
“I just have to step out of the room and see someone. I’ll phone you back in two minutes.”
“Sorry about that. Shall we carry on?”

Exercise 1: Telephoning Polite Language Review

Find more polite ways of saying these things in the texts above:

What do you want?
I want to speak to someone in the marketing department
Give me your name
Wait
He’s speaking to someone else on the phone now
Let me speak to Mr Thatcher
Wait
No, I have to speak to only him
Tell him to call me back
Give me your name and telephone number
And?
Nothing more
Again, I must speak to Mr Thatcher from the Marketing Department
Is he free?
Tell me your name again
Very sorry
Give me your message
Quickly!
Wait
Do you want the number of his mobile phone?
Tell me if this is the right number
Speak loudly

Exercise 2: Without looking above, from memory and grammar knowledge, fill the gaps below with will, can or shall

___________ speak to Mr Barker please?/ ____________ just check if he’s available
_____________ ask him to call you back?/ No, that’s okay. ___________ phone again later.
I’m sorry. He’s not here at the moment. ____________ call again later this afternoon?/ Of course. Will 5 o’clock be okay?
___________ have your name please?/ Of course. It’s Alex Case.
____________ spell that for me please?/ Of course. It’s A,L,E,X,C,A,S,E
________________ ring me back later?/ Of course. When will be a good time?
__________ give you his mobile number?/ Yes, please.
___________ wait a minute? ___________ just get a pen and paper.
I need to speak to someone about next month’s conference./ Mr Jones is the best person to speak to. _____________ just check if he’s available.
__________________ tell him I called?/ Of course. ____________ pass that message onto him as soon as he gets back to the office
.______________ hold the line please?/ Okay
._________ have your number please?/ Of course. The dialling code for the UK is 44, then it’s 323 498998
I’m afraid he’s on another line at the moment. _________ I put you through to someone else in his department./ Actually, I really need to speak to him in person. __________ ask him to call me back?
If you leave your name and number after the tone I _________ call you back as soon as I can (beep)/ Hi. This is Alex Case from Shane. Please call me on my mobile as soon as you can.

Exercise 3: Communication Challenges on the Phone

Invite a business partner to a restaurant
Book a hotel
Order a rare antique book
Quit your job
Apologise for being late for a meeting
Contact a potential customer for the first time
Change the time of a meeting
Contact someone famous
Stop someone reading a mail you accidentally sent
Ask someone to proofread something for you
Warn a colleague that your boss is angry with them
Try to get a job in a company which your friend set up
Ask for permission to use your boss’s car
Chase up a package that was due last week
Get an untrue story deleted from a newspaper website
Try to get a longer summer holiday this year
Tell a colleague a client didn’t like their presentation
Suggest tourist spots for business partners
Ask for a lift (ride) early tomorrow morning
Tell colleague(s) they do something people in your country don’t like

Exercise 4: Telephoning troubles collocations – Match the halves of the sentences!

I phoned directory_________________
The linesuddenly went _________________
I tried the number 6 or 7 times, butthe line was always _______________
I couldn’t get_________________
I was held in call_________________
The receptionist put me on_________________
They gave the wrong_________________
I got a ringing_________________
I was cut_________________
His answer _________________
When I pressed the automaticredial _________________
There was such a bad_________________
The hand _________________
I had no small change forthe phone _________________
I couldn’t find anywhere to buy a phone　_________________
I left my phone off the　_________________
My mobile phone dialled the emergency _________________

_________________servicesnumber when it was in my pocket.
_________________linethat he couldn’t hear me
_________________enquiriesbut his number was ex directory
_________________buttonon my girlfriend’s phone it phoned her ex
_________________dead
_________________busy
_________________through toanyone in the office
_________________setin the phone boxsmelt strange
_______________waitingfor more than 15 minutes
_________________holdfor so long that I just hung up
_________________box
_________________numberon their website
_________________tonebut no one answered
_________________hookall day without realizing
_________________offbefore I had finished speaking
_________________cardfor the publicphone anywhere.
_________________machinewas so full that I couldn’t leave a message