AULA 01: Phone Calls

Gisele

21/08/2013

1) A-How ambitious are you? B-Where do you want to be in 10 years

time?
2) Which of the following would you prefer to do (and why):
a. Work for one company during your carrer
b. Work for several different companies
c. Work for yourself
3) Which of the following areas do you work with and which would you
like to work with?
a. Sales and marketing
b. Finance c. Management
d. Production
INTRODUCTION
Telephoning in English is an important part of doing business in English. It's also
important to know how to answer the phone and help customers over the phone.
Talking on the telephone can be difficult for a couple of reasons. First of all, you
can't see the person you're talking to, so you can't see his or her body language
and "read" his or her face. Talking on the phone also requires its own special set of
words and phrases.
Use this telephone conversation role plays to help you practice telephoning in
English. It's also a good idea to practice these conversations over the telephone.
Photocopy the scripts and then call your business colleagues, friends, or
classmates. Before we begin our class, take a look at the two conversations below.
Check the expressions are more formal in your opinion.
Michell
e:
Male:
Michell
e:
Male:
Michell
e:
Male:

Michell
e:
Male:
Michell
e:
Male:
Michell
e:

Hello, you've reached the marketing department. What do you want? /

How can I help?
Yes, can I speak to/I want to talk to Rosalind Wilson, please?
Who are you / Whos calling please?
Its Richard Davies here.
Damn right. Wait there / Certainly. Please hold and Ill put you
through / I call him.
Thank you.

Hello, marketing. How can I help/ How are you?

Get me Jason Roberts. / Could I speak to Jason Roberts please?
Certainly. Say your name. / Who shall I say is calling?
My names Mike Andrews.
Just a second - Ill see if hes in / Wait. Hello, Jason, Ive got Mike
Andrews on the phone for you / Theres a Mike Andrews here ... OK Ill put him through. Jason, Im back. / Hang on a moment, Jason, Im
just putting you through.

Now, do you think those conversations differ much from the Portuguese ones you
know? Why (not)? Can you think of similar expressions for the ones in bold?

AULA 01: Phone Calls

Gisele

21/08/2013

TELEPHONE PHRASES IN ENGLISH

AULA 01: Phone Calls

Gisele

21/08/2013

EXERCISES
EXERCISE 1 Complete the conversations below using the phrases you just
learned.
Michell
Mr Hibberds office!
e:
Peter:

Hello, ________________________ Brian Hibberd, ____________?

Michell
___________________________________ until lunchtime. Can I take a message?
e:
Peter:

Well, Id like to arrange an appointment to see him, please.

Michell
________________________________________________________?
e:
Peter:

Its Peter Jefferson here.

Michell ____________________________________, Mr Jefferson. Ill just look in the diary.

e:
So whens convenient for you? (...)

Michelle: Mr. Hibberds office!

Someone: ssssssssss
Michelle: ___________________________________________________________?
John: Oh, sorry. Can you hear me now?
Michelle: Loud and clear, mister. _______________________________________________?
John: ____________________________ Brian Hibberd, _________________________?
Michelle: ______________________________________________________________.
John: Thank you.
Michelle: Mr. Hibberds office!
3

AULA 01: Phone Calls

Gisele

21/08/2013

Juliet: _____________________________________ Brian Hibberd, ________________?

Michelle: Im afraid hes in a meeting. _________________________________________?
Juliet: Sure, sure. My name is Juliet McNamara.
Michelle: _____________________________________________________?
Juliet: M-C-N-A-M-A-R-A.
Michelle: _____________________________________________________?
Juliet: 2164-5587.
Michelle: ______________________________________________________?
Juliet: Ox Developments, Managing Department.
Michelle: Ok, Miss Juliet McNamara. Hell call you as soon as possible.
Juliet: Thank you.

Male:

Hello, this is the press office.

Michell
__________________________________ Rachel Allsop please?
e:
Male:

______________________________________________________. Theres no-one of

that name here.

Michell Oh. ____________________________________________________?

e:
5568790?
Male:

Is

that

not

No, its 5558790.

Michell
Oh sorry about that. I must have dialled the wrong number.
e:
Male:

No problem! Bye!

NOW, REPEAT THE CONVERSATIONS IN PAIR. THEN, CHANGE ROLES.

EXERCISE 2 ROLEPLAY, USING THE INSTRUCTIONS FROM THE BOXES.

CONVERSATION 1: Dr. Richards from the Science Division of Apple calls your boss.
Get his details and put him through.
CONVERSATION 2: You receive a call for your boss, Mr. Badminton. He is not in the
office at the moment, though. Take the callers details and say your boss will call
him/her later.

AULA 01: Phone Calls

Gisele

21/08/2013

CONVERSATION 3: You receive a call for your boss. Hes in a meeting. The
conversation is difficult because the line has problems. Check the information and in
the end tell the caller your boss with call him.
CONVERSATION 4: You receive a call, but its clearly the wrong number. Check
the information with the caller and inform him/her of the mistake.
LISTENING
You are going to listen to three conversations. And these questions about
them:
1. Who
do
the
three
callers
want
to
talk
to?
_________________________________________.
2. Do the callers know each other? ____________________________________________.
3. What is the purpose of each call? ___________________________________________.
LANGUAGE REVIEW + INTERVIEWS (OVERALL)
Check Appendix 01.