Identifying yourself when you pick up the phone

Tom Brown.

Tom Brown speaking.

Could 1 speak to Tom Brown? Yes, speaking.

Helping the caller

Can 1 help you?

Who would you like to speak to?

Asking for the caller's identification

Who is speaking, please?

Who is calling, please?

Who would you like to speak to ..., please? And your name is?

Asking for further information

What's it in connection with, please?

Explaining that someone is not available

I am afraid that ... is not available this morning (at the moment).

I am afraid that ... is out (in a meeting, with a client at the moment).

I am sorry, but ... is on holiday (not in the office this week).

I am sorry, but ... is on the other line at present.

I am afraid his/her line is engaged. Do you want to hold?

Alternative actions

Could you ring (call, phone) back later?

Would you like to leave a message?

Can I take a message?

Confirming information

Yes, that's right, correct. Let me just repeat that...

Confirming arrangements

Yes, that suits me fine.

Yes, that would be fine.

Yes, that's fine

Declining arrangements and suggesting alternatives

I am afraid I won't be in the office on ...

I am sorry, but (day or time) doesn't suit me at all.

I am afraid I can't manage (make) ... (day, time)

Can you manage ... (day) at ... (time)?

I could make it on ... (day) at ... (time)

How about ... (day or time)?

Asking for repetition

Could I have your name again, please?

Could you repeat that?

I'm sorry I didn't catch that.

Asking for spelling

Could you spell that, please?

Showing understanding

I see.

I've got that.

Right.

Correcting

No, not Seanew Seaview.

That's not right, it's...

Acknowledging

That's right.

Responding to thanks

Not at all.

Don't mention it.

You are welcome.

Ending the call

I look forward to seeing (hearing from you, meeting you).

See you soon. (Speak to you soon.) (inform.)

Thanks for calling.

Good-bye.

■ Ex. 1. Below are three jumbled telephone conversations. Try to arrange the sentences in the right order.

1. — Nixon. I've got that.

• Could I speak to Mr. Peterson, please?

• I am afraid he is not available at the moment. Could you ring back later?

• Hello, this is Richard Nixon from Boston.

• Who's speaking, please?

• Could I have your name again, please?

2. — Good morning, Mr. Wilson. I am Tom Alster of Union Bank in Philadelphia. I'd like to arrange a 15-minute appointment at your convenience.

• Yes, speaking.

• Yes, that would be fine.

• Can I help you?

• Can you manage Monday at two o'clock?

• Could I speak to Mr. Wilson, please?

3. — Well, I'd like some information about prices.

• Hello, United Electronics.

• No, thank you. I'll call back later.

• What is it in connection with?

• It's Mr. Ford of M&A. Can I speak to Mr. Ross, please?

• I am sorry, he is on the other line at the moment. Can I take a message?

■ Ex. 2. Choose the most appropriate response:

1. I am afraid his line is engaged. Do you want to hold?

1. Yes, that would be fine.

2. I'll phone back later.

3. Not at all.

1. Can you manage Friday at eleven o'clock?

1. That's right.

2. 1 see.

3. Yes, that's fine.

1. So that's fixed — Tuesday at 4 o'clock.

1. Thank's for calling.

2. Right, I look forward to meeting you.

3. 1 am sorry but the day doesn't suit me at all.

1. Let me just repeat that. 123-425-631.

1. Yes, that's right.

2. Yes, that's fine.

3. Not at all.

1. Who is calling, please?

1. Mr. Black speaking.

2. This is Mr. Black.

3. Mr. Black here.

■ Ex. 3. Complete these short dialogues:

1. A: My name is Thatcher.

B: ...

A: Yes, its T,H,A,T,C,H,E,R. The address is 14 Green Lane.

B: ... . I am afraid the line is rather bad.

A: Yes, of course. 14 Green Lane. My phone number is 8789-8156. B: 8789-8166.

A: ... . 8789-8156.

B: ... . 8789-8156.

2. A: I'd like an appointment with Mr. Smith.

B: ...?

A: I'd like to talk about extending my credit.

B: Just a minute. I'll get his diary ...?

A: Monday at 2 o'clock. ... .

B: ... then.

A: Thursday at 11 o'clock. ... . Well, thank you very much for your help.

B: You are welcome.

■ Ex. 4. Work in pairs and build up short conversations following the instructions.

First call

Speaker 1	Give office/department greeting
Speaker 2	Identify yourself
	Ask to speak to someone
Speaker 1	Person on the other line
	Take message/return call
Speaker 2	Ask to return call

Return call

Speaker 1	Give office/department greeting
Speaker 2	Identify yourself
	Request the reason for the call
Speaker 1	Explain the reason for the call
	Make an appointment
Speaker 2	Confirm the appointment/suggest alternatives
Speaker 1	End the call
Speaker 2	End the call

Prompts

Nolan Wainwright phones Alex Vandervoort to discuss fraudulent credit cards

Roscoe Heyward phones Harold Austin to discuss his chances Alex Vandervoort phones Harold Austin to discuss advertizing proofs

Unit VI

Topic: Competition

Grammar: Structure “there is / are”

Communication Skills: Meetings (Part I)

SECTION A