4. Listen carefully to the caller’s request, and decide whether or not you can deal with it.

• If you can satisfactory deal with the call yourself, do so.

• If you need to transfer the call to another person, make the transfer as quickly and effectively as possible.

• If you need to go and find certain items of information, either ask the caller to ‘hold the line’ and tell her or him what you are doing, or take the name and number and call back.

• If you cannot answer the query and nobody else is available to do it, apologize, take the name and number, and assure the caller you will get somebody to call back as soon as possible.

Practice

Exercise 1. Define the sentences which are not correct as a way of introducing yourself on the phone.

1. This is Marcella.

2. It’s Marcella speaking.

3. I am Marcella.

4. It’s Marcella here.

Exercise 2. Complete the given expressions with appropriate prepositions from the box.

down (2) to on (2) up (3) through back

1. pick _____ the phone

2. call _____

3. put someone _____

4. speak _____

5. hold _____

6. put the phone _____

7. hang _____

8. write _____ the information

9. pass _____ the message

10. speak _____

Exercise 3. Match sentences (1-5) to the responses (a-e). There may be more than one possibility.

1. Good morning. It’s Franko here. a. Yes, it is.

2. This is Maria. Is that Jack? b. Yes, she is. Just a moment.

3. I’d like to speak to Manju, please. c. Oh, hello. How are you?

4. Is Klara in? d. No, I’m sorry, he’s away this

week.

5. Could I speak to Peter, please? E. Speaking.

Exercise 4. You are trying to phone Delia Jones. She works in a large company. Match your possible reactions (1-7) to the things (a-f) described in A. One of the things is used twice.

1. That's strange. Their switchboard isn't big enough to handle all the calls they get.

2. That's ridiculous! A company with 500 employees, but no one answers the phone.

3. I ask for Delia Jones and they put me through to Della Jones!

4. Delia seems to spend all day on the phone. Her line's always busy.

5. That's strange. I'm sure I dialled the right number.

6. Oh no I hate this - oh well, I'd better leave a message ...

7. They never seem able to find the extension number!

Exercise 5. Look at B again. Annelise Schmidt is trying to phone James Cassidy. Put the conversation into a logical order.

1. Annelise: Good morning. Can I speak to James Cassidy in Sales?

2. Annelise: Is that James Cassidy?

3. Annelise: No, I'm afraid I don't.

4. Annelise: Thanks. Oh no, I've been cut off.

5. Switchboard operator: Do you know the extension?

6. Switchboard operator: Sorry to keep you waiting. ... I'm putting you through.

7. John Cassidy: Cassidy.

8. John Cassidy: No, this is John Cassidy. You've come through to Accounts. I'll try and transfer you back to the switchboard.

Exercise 6. Look at the A, B and C again. Correct the nine mistakes in Annelise Schmidt's voicemail message.

Hi James, this is Annelise calling out of Sprenger Verlag in Hamburg. It's very difficult to get hold to you. I phoned to you earlier, but your telephone central placed me through to the bad telephone. Anyway, I'm calling to you to discuss the contract we were talking about in Frankfurt. I'll call further later or perhaps you'd like to ring to me here in Hamburg on 00 49 40 789 1357. Bye for now.

• Have you ever had these problems on the phone, in your language or in English?

• Do you use voicemail yourself? What are its advantages and disadvantages?

Exercise 7. Read the sentences and mark them A (asking for information), G (giving information), C (checking information).

1. Could I have some information about…? ..A..

2. OK…the address is… …..

3. Could you repeat that, please? …..

4. Right, the number you wanted is… …..

5. I’m inquiring about… …..

6. I’d like to speak to someone about… …..

7. Was that 14 or 40? …..

8. Could I just check I’ve got that right? …..

9. I’d like to ask about… …..

10. We are open from 9 to 8 every day. …..

11. I’d like some information about… …..

12. Who did you say is calling? …..

Exercise 8. Match the sentences (1-5) with a suitable response (a-e).

1. The reference number is 1457RT.

2. I’d like to speak to someone about an invoice, please.

3. Could you just repeat the number, please?

4. I’d like some more information about the programme, please.

5. Was that Tuesday or Thursday?

1. I’ll put you through to accounts.

2. It’s Thursday 26^th.

3. Was that T for Tom or D for David?

4. Yes, it’s 09763 425713.

5. Well, I can probably help.

Roleplay 1. Answering the Phone

Your partner will call you five times. Answer the phone in a different way each time. Sound friendly and interested in all cases except one. Then ask your partner to tell you which answer was unfriendly.

Switch roles.

Role play 2. Beginning a Call

Practice this conversation with a partner. Take turns to play each role.

Student A	Student B
1. Answer the phone with a company name.
	2. Check the company name.
3. Repeat the company name.
	4. Introduce yourself and ask for someone.
5. Respond. Check B’s name.
	6. Clarify who you are.
6. Ask B to wait.

Activity 1. Discussion 1

Which of these ways do/would you use to answer the phone at work?

• Answer with “Hello”.

• Answer with your number.

• Answer with your name.

• Answer with the name of your company.

• Answer with the name of your department.

• Use a combination or a different way.

Which do you prefer? Why? Discuss with a partner.

Activity 2. Discussion 2

When you make a call and introduce yourself, which of the following should you do? Tick always, sometimes or never. Discuss with a partner.

	always	sometimes	never
Give your name.
Give a greeting.
Give your telephone number.
Say why you are calling.
Give your address.
Give the name of your company.
Explain your relationship to the person you are calling.
Give your credit card number.

Activity 3. Discussion 3

Look at the things you can say when introduce yourself (1-6). Match them to their functions – the reasons why you say them (a-f). Discuss with a partner what other expressions can you use.

1. We worked together in Germany. a. to give your name.

2. I work in Marketing. b. to say why you are calling

3. This is Yusuf Kemal. c. to explain the relationship to the person you are calling

4. I’m calling about the meeting. d. to give the name of your department.

5. Good afternoon. e. to give the name of your company.

6. I’m calling from ABC. f. to greet the other person.