Telephone English - Important Phrases
Telephone English - Important Phrases
There are a number of phrases and idioms that are only used when telephoning. Let's first take a look at an example dialogue: Here are the most common:
- Operator: Hello, Frank and Brothers, How can I help you?
- Peter: This is Peter Jackson. Can I have extension 3421?
- Operator: Certainly, hold on a minute, I'll put you through...
- Frank: Bob Peterson's office, Frank speaking.
- Peter: This is Peter Jackson calling, is Bob in?
- Frank: I'm afraid he's out at the moment. Can I take a message?
- Peter: Yes, Could you ask him to call me at . I need to talk to him about the Nuovo line, it's urgent.
- Frank: Could you repeat the number please?
- Peter: Yes, that's , and this is Peter Jackson.
- Frank: Thank you Mr Jackson, I'll make sure Bob gets this asap.
- Peter: Thanks, bye.
- Frank: Bye.
As you can see, the language is rather informal and there are some important differences to everyday English. Look at the chart below for key language and phrases used in telephone English:
Introducing yourself
This is Ken.
Ken speaking
Asking who is on the telephone
Excuse me, who is this?
Can I ask who is calling, please?
Asking for Someone
Can I have extension 321? (extensions are internal numbers at a company)
Could I speak to...? (Can I - more informal / May I - more formal)
Is Jack in? (informal idiom meaning: Is Jack in the office?
Connecting Someone
I'll put you through (put through - phrasal verb meaning 'connect')
Can you hold the line? Can you hold on a moment?
How to reply when someone is not available
I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is being used)
Mr Jackson isn't in... Mr Jackson is out at the moment...
Taking a Message
Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?
Telephone English - Tips for Getting People to Slow Down!!
Tips for Getting People to Slow Down!!
One of the biggest problems is speed. Native speakers, especially business people, tend to speak very quickly on the telephone. Here are some practical tips to get native speakers of English to slow down!
- Immediately ask the person to speak slowly.
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When taking note of a name or important information, repeat each piece of information as the person speaks.
This is an especially effective tool. By repeating each important piece of information or each number or letter as the spell or give you a telephone number you automatically slow the speaker down.
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Do not say you have understood if you have not. Ask the person to repeat until you have understood.
Remember that the other person needs to make himself/herself understood and it is in his/her interest to make sure that you have understood. If you ask a person to explain more than twice they will usually slow down.
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If the person does not slow down begin speaking your own language!
A sentence or two of another language spoken quickly will remind the person that they are fortunate because THEY do not need to speak a different language to communicate. Used carefully, this exercise in humbling the other speaker can be very effective. Just be sure to use it with colleagues and not with a boss :-)!
