7. When spelling names or words over the telephone in English you may need the British telephone alphabet (list of easily distinguishable words, each representing a letter of the alphabet):

British system American system

A for B C D E F G H I J K L M

Andrew Benjamin Charlie David Edward Frederick George Harry Isaac Jack King Lucy Mary

N for O P Q R S T U V W X Y Z

Nellie Oliver Peter Queenie Robert Sugar Tommy Uncle Victory William Xmas Yellow Zebra

A as in B C D E F G H I J K L M

Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliette Kilo Lima Mike

N as in O P Q R S T U V W X Y Z

November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whisky X-ray Yankee Zulu

8. Spell the following names:

a) Sarah Peters c) Christopher Johnson e) Ellen King b) Dorothy Robinson d) David Field f) Leslie Baker

9. Practise spelling on the phone and phone number:

When a letter is doubled in a name, British people usually say ‘double T’, ‘double O’, etc. Thus ‘Anne’ would be spelt:

A - double N - E.

Similarly for numbers: 5772 would be said:

five - double seven - two.

Americans would probably say the same letter or number twice.

The number 0 is usually said as ‘oh’ in Britain but ‘zero’ in America.

When saying numbers, use rising intonation for each group, except for the last group, when you should use a falling tone. This shows you have reached the end of the number.

access code country code area code

00 ↑ 44 ↑ 1746 ↑

Double oh (BrE) double four one seven four six

Number

845921

↑ ↓

eight four five nine two one

10. Exchange dictating phone numbers with your partner:

a) 28531 b) 74492 c) 60339 d) 30033

e) 10666 f) 34580 g) (253)11705

h) (245)96632 i) 8 22 279445 j) 8 22 678881

556 38 47

8- 904- 535- 20- 13

+7- 812- 866- 00- 95

and continue on your own.

11. Study the following:

In any situation, the first impression is crucial. People will remember how you treated them during the first contact and it may be the only chance to show that you are willing to satisfy the caller’s request. When callers notice professionalism and customer-focus from the very beginning, their perception of you and your company is a very positive one. If not, the impression is negative – and usually stays that way!

Now, look at these basic steps for making a successful phone call:

Starting the phone call

1. Identify yourself and your company.

2. Say why you are calling.

During the phone call

1. Use the caller’s name throughout the conversation.

2. Take notes of the important information.

3. Ask questions to clarify information.

4. Repeat and summarize.

Finishing the call

1. Tell the caller what you are going to do.

2. Make the caller feel confident you’ll follow through.

3. Offer further assistance.

4. Thank and say good-bye.

These phrases you might hear when you telephone a company hoping to talk to someone:

Connecting

Could I speak to … please?

How can I help?

Who’s calling, please?

Will you hold?

Just a second.

Hold on.

I’ll just put you through.

Who shall I say is calling?

I’ve got Mr. X on the phone for you.

Hello, are you (still) there?

Dialing the wrong number

You must have the wrong number.

Is that not 555 46 38?

I must have dialed a wrong number.

His direct number is …

I’ll try to put you through.

Sorry to have troubled you.

Understanding

I’m sorry but I didn’t catch you.

I’m sorry but I didn’t understand you exactly.

Could you go over that once more?

Could you repeat that, please?

Could you speak a bit more slowly, please?

Could you speak up a bit, please?

Clarifying and explaining

What do you mean exactly?

Sorry, what does that mean?

What exactly do IBM stand for?

We just need to clarify a few things.

Is that X or Y?

That means you need to …

In other words you need to …

That’s another word for …

Leaving (taking) a message

Can I take a message?

Could you tell him that … ?

Can I take your number, please?

Can you call back later, please?

I’m afraid he’s in a meeting.

I’ll make sure he gets the message.

Arranging an appointment

Could we set up a meeting?

Are you available/free on Thursday?

Does next Tuesday suit you?

I can’t make it (the appointment).

Agreeing on a time

Just let me check my diary / planner.

Yes, Tuesday is fine with me.

Sounds good. Monday at 2 p.m. then.

Suggesting a new time

I’m sorry but I’ve got another engagement.

How about Tuesday morning instead?

Actually, Thursday morning would work out better for me.

Transferring information

Ready?

Have you got that?

Anything else?

Could you read that back to me?

Go ahead.

Got that.

That’s all.

Could I read that back to you?

Confirming

We’ll see each other next Thursday at 11.00 at your office.

Could you confirm the details in the e-mail?

Could you confirm this in written?

Here is my mobile number in case you need to reach me.

I’m looking forward to seeing you.

Checking comprehension

Can you find / see that all right?

Are you having any problems / trouble finding / seeing that?

Are you following me all right?

Is everything clear so far / up to this point?

Do you have any (other) questions so far / up to this point?