ON THE PHONE

TALKING ON THE PHONE

CALLING

1. Greetings -Hello. -Good morning/afternoon/evening. -Hey. / Hi. / What’s up?

3. Saying your reason for calling -I’m calling to… -I’d like to… -I need some information about… -Is Maria there? / May I (please) speak to Maria?

2. Introducing yourself -This is Maria (calling). -I’m calling from Yugang Middle School. -I’m Hyun-soo’s friend/teacher/doctor… -It’s Maria.

Saying good-bye -Okay, thank you / thanks! -Good-bye! / Bye! -Catch you later! / Talk to you later! / Talk to you soon!

4. If the person is not there -Could you (please) give him/her a message (for me)? -Can I leave a message? -Please tell him/her that… -Please ask him/her to call me. My number is… -I will try again later. -Do you know his/her cell phone number?

ANSWERING

2. Introducing yourself -This is Maria (speaking). -Maria speaking.

3. Asking who is on the telephone -Who’s calling, please? -May I ask who’s calling, please?

4. Responding to a request to speak to someone -Just a minute/moment (please). -Let me check if he/she is here. -I’m sorry. He/she isn’t here at the moment. / isn’t available at the moment. / is at (a meeting) .

5. Taking a message -Can I take a message? -Would you like to leave a message? -Should I ask him/her to call you back? -Okay, I’ll make sure he/she gets the message. -Okay, I’ll be sure to pass that along.

Saying good-bye -Okay, thank you / thanks! -Good-bye! / Bye! -Catch you later! / Talk to you later! / Talk to you soon!

A: Good morning, Chic Boutique, How may I help you? B: I'd like to speak to Mr. Morgan, please.A: Who's calling, please? B: This is John Wright from International Fashion Supplies.A: Sorry, I didn't catch your name. B: John Wright. That's W.RI.G.H.T.A: Okay Mr Wright. I'll try and put you through. I'm afraid the line's engaged would you like to hold? B: Uh, can I leave a message?A: Certainly. B: Could you please tell Mr Morgan our latest shipment has been delayed and that the 300 dresses he ordered should arrive next Friday.A: Dress order delayed ... arriving next Friday. B: Yes, and would you please ask him to give me a call as soon as the shipment arrives? A: Of course. Could you let me have your number, please? B: Yes, it's zero one six three two nine six zero double nine four. A: That's oh one six three two nine six oh double nine four. B: Yes, that's right. Thanks for your help. A: Goodbye. B: Goodbye.

KEY PHRASES

A: Good morning, Chic Boutique, How may I help you?

B: I'd like to speak to Mr Morgan please.

A: Who's calling please?

Okay Mr X . I'll try and put you through.

Can I leave a message?

A: Sorry, I didn't catch your name

I'm afraid the line's engaged would you like to hold?

Could you let me have your number, please?

Would you please ask him to give me a call

ROLE PLAY

1 You are phoning a customer about a `problem with an order

2 You will be speaking with the receptionist

3 Use these written clues to give the suitable answers

Good morning, Bradley's bookshop. How may I help you?

Speak/to the manager.?

Give your name and company

Who's calling please?

Steve Jones from Wessex University Press

the line is engaged

Leave a message?

OK, go ahead

Give me a call?

Number?

Give your number

Thank you, I'll make sure he gets the message

Thanks for your help. Goodbye

Goodbye

Good morning, Bradley's bookshop. How may I help you?

Could I speak to the manager, please?

A: Who's calling please?

This is Steve Jones from Wessex University Press

I'm afraid the line is engaged

Can I leave a message?

OK, go ahead

Would you please ask him to give me a call?

Could you let me have your number, please?

B: Yes, it's zero one six three two nine six zero double nine four.

Thank you, I'll make sure he gets the message

Thanks for your help. Goodbye

Goodbye

CONVERSATION 1 Hello. Good morning. Can I speak to Susan, please? Just a moment, please. Hold on… I´m sorry. She's not in her office at the moment. Could you tell her that I called? I´m David, from the marketing department. OK. I´ll let her know. Thank you. Goodbye. Goodbye.

Hello Nick! How are you? I´m Steve! I´m sorry Steve. There's nobody here by that name. Oh…Is this 00 11 34 65 24? No. This is 00 12 34 65 24. Ok. I´ve got the wrong number. I´m sorry. Goodbye. No problem. Bye.

Armando's Pizza. How can I help you? Hi. I'd like to order a pizza, please.Is this for take-out or delivery? Delivery, please.Can I have your name and address, please? My name is... Sorry, it's really busy here. Could you speak up a little, please? Oh, sure. This is Angela Smith. My address is number two Front Street. Is that an apartment or a house? It's an apartment. Number seventeen. Okay. And what would you like to order today? I'd like a large pepperoni pizza with mushrooms, olives and extra cheese.  …And extra cheese… Large pizza. OK. Would you like anything else? No, thank you. How long will that be?  It will be about thirty minutes, Miss Smith. OK, Thank you  Thanks for calling. Bye