Business phone conversation in English. Speaking on the phone in English: holding on for your call
Ring ring! The article is dedicated to those who want to learn how to talk on the phone in English beautifully and competently. Basically, we will talk about workflows. With the help of our phrases for a telephone conversation in English, you will learn how to correctly greet the interlocutor or answer a greeting, find out who called and ask to leave a message, make an appointment or leave an important message for a partner, and much more. Enjoy reading!
The most important rule in a telephone conversation is not to be afraid of difficulties. If you do not understand something during the conversation, tell the interlocutor about it:
My English isn't very strong. Could you speak slower, please?
I am not very strong in English. Could you speak more slowly, please?
Don't be shy, people will come to meet you. And don't forget to be polite, try to use " сould" instead of " can" , as well as " please" and " thanks you».
How to greet someone
Any conversation, as you know, begins with a greeting or acquaintance:
Hello.
Hello.
This is Nick Carter calling.
Worried about Nick Carter.
Nick Carter here.
This is Nick Carter.
It's Nick Carter from "Green House" here.
This is Nick Carter from the Green House Company.
After you've introduced yourself, don't forget to ask an important question:
Is it convenient for you to talk at the moment?
Are you comfortable talking now?
If, suddenly, your interlocutor is busy, immediately specify whether it is possible to call back and what time will be the most suitable:
Can I call you back?
Can I call you back?
Could you tell me the best time to call you back?
Can you please tell me when is the best time to call you back?
How to answer a greeting on the phone
Let's imagine the opposite situation: you got a call and introduced yourself. How to answer correctly?
Start with the standard "Good morning / afternoon / evening", then you can use the following phrases:
It's Green House. How may I help you?
This is Green House. How can I help you?
"Green House", Nick Carter speaking. How may I be of help?
"Green House", Nick Carter on the phone. How can I help you?
"Green House", Nick Carter speaking. Is there anything I can do for you?
"Green House", Nick Carter on the phone. Can I help you?
Or this situation: you are very busy at the moment and cannot talk.
Sorry, I'm busy at the moment.
Sorry I'm busy now.
And do not forget to politely ask the interlocutor to call you back later.
Could you call back a bit later, please?
Could you call back a little later?
What if the person has the wrong number? In this case, use one of the following phrases:
What number are you calling?
What number are you calling?
Sorry, you must have the wrong number.
Sorry, you must have the wrong number.
Sorry, you've got the wrong number.
I'm sorry, you have the wrong number.
You must have misdialed.
You must have dialed the wrong number.
How to check caller information
If the interlocutor did not introduce himself, be sure to specify who is calling you and for what purpose. In such a situation, the following phrases will help you:
Who is calling, please?
Please, introduce yourself.
May I ask who's calling?
May I ask who is calling?
Can I have your name, please?
May I know your name please?
Where are you calling from?
Where are you calling from?
Could you tell me what it's about?
Could you tell me the purpose of the call?
Could you tell me the purpose of the call?
Who do you want to speak to?
Who would you like to talk to?
What company are you calling from?
What company are you calling from?
How to ask to be connected to the right person
You call the company and the wrong person answers. Ask a member of staff to connect you to the right person. Use these phrases:
Can I speak to Ann?
May I speak to Anna?
Can I get to Ann, please?
May I speak to Ann, please?
Can I speak to Anna please?
Could I speak to Ann, please?
Can I speak to Anna please?
Could you put me through to Ann, please?
Could you connect me to Anna, please?
Is Ann there, please?
Tell me, please, is Anna there?
How to ask to wait for a connection with the right person
The opposite situation: you pick up the phone and realize that the caller wants to talk not with you, but with another employee. Ask the interlocutor to wait a bit. The following phrases will help you with this:
Hold the line, please.
Please stay on the line.
One moment please.
One minute please.
I "ll put you through to him / her.
I will connect you with him/her.
Please hold and I'll put you through to his office.
Please wait and I will connect you to his office.
One moment, please. I'll see if Ann's available.
One minute please. I'll see if Anna can come to the phone.
What to do if the connection is bad
You call, but the interlocutor cannot hear you - interference on the line. Don't be discouraged, these phrases will help you out (or not help you out, because the connection is bad):
Can you hear me?
You hear me?
I can't hear you.
I can not hear you.
It's a bad line. I can barely hear you!
Bad connection. I can barely hear you!
Could you please speak up a little?
Could you speak a little louder, please?
Could you speak a bit louder, please?
Could you speak a little louder, please?
Sorry, I didn't get that.
I'm sorry, I did not catch you.
Could you please repeat that?
Could you repeat that?
Come again?
Repeat?
Could you say it again, please?
Sorry, I didn't understand what you said. Could you repeat, please?
You said his name was Alex, right?
You said his name is Alex, right?
Let me repeat that just to make sure.
Let me repeat to make sure I understand everything correctly.
Could you please call me back? I assume we have a bad connection.
Could you call me back? I think we're having communication problems.
How to make an appointment by phone
Are you calling a person to make an appointment but don't know how to do it? Then the following phrase templates are for you. They sound polite and will help you negotiate with your co-worker.
I'd like to arrange an appointment.
I would like to arrange a meeting.
When is it convenient for you?
When is it convenient for you?
Would next Monday be okay?
Is next Monday convenient for you?
I can make it after six.
I can meet you after six o'clock.
Shall we say, 6:30 next Monday, at the "Green House" office?
So, at 6:30 on a Monday at the Green House office?
How to politely interrupt someone on the phone
You are talking on the phone and suddenly a question arises during the conversation, and you need to interrupt the interlocutor to clarify the information. You can do this politely with the help of such phrases:
Wait a minute, please. What about...?
Wait a minute! What about...?
Would you mind if I just say something here?
Do you mind if I say something now?
Hold on a second. May I add something here, please?
Wait a second. Can I add something please?
How to ask to tell the person that you called
Have you called your foreign partners, but the person you need is not in place? Ask him to tell him about your call and do not forget to leave your contact details.
Could you please tell her Nick Carter from "Green House" called?
Could you please tell her that Nick Carter from Green House called?
Tell her I will call tomorrow, please.
Please tell her that I will call tomorrow.
Please, tell her Nick Carter phoned and I'll call again at half past six.
Please tell her Nick Carter called. I will call back at 18:30.
Could you ask her to call me back?
Could you ask her to call me back?
She can reach me at 777-5555.
She can contact me at 777-5555.
How to take a message to someone
They called you and asked you to hand over the phone to a colleague, but he is not there. You need to politely communicate that the person can't answer the phone and offer to leave a message.
I "ll let him know you called.
I'll tell him you called.
What is your number?
What's your phone number?
Would you like to leave a message?
Would you like to leave a message?
I'm sorry, Nick's not in at the moment. Can I ask who's calling?
Unfortunately, Nick is not there. May I know who is calling?
He's busy right now. Could you please call back later?
At the moment he is busy. Could you call back later?
I'm sorry, he's on another call at the moment.
Unfortunately, he now speaks on a different line.
How to leave a message on the answering machine
You called, but no one answered your call. The answering machine has been activated and you need to leave a message.
Hello, this is Nick Carter calling for Ann. Could you please call me back as soon as possible? My number is 777-5555. thank you.
Hello, this is Nick Carter, I need Anna. Please call me back as soon as you can. My number is 777-5555. Thank you.
What message to write for your answering machine
Do not be too lazy to record a message for your answering machine. This will help you not to miss important calls. The text might look like this.
Thank you for calling. There's no one here to take your call at the moment. Please, leave your message after the signal, and I'll get back to you as soon as possible. thank you.
Thank you for the call. There is no one near the phone to answer your call. Please leave a message after the beep and I will call you back as soon as I can.
Hello, this is Nick Carter. I "m sorry I"m not available to take your call at this time. Please, leave a message and I"ll get back to you as soon as I can. Hello, this is Nick Carter. I'm sorry, but I can't take your call right now. Please leave me a message and I will call you back as soon as I can.
Yes? ...ha-ha! Just kidding, this is voicemail. Leave a message if you got something to say. If you ain't got something to say, then don't leave anything. Bye!
Yes? ... Haha! Just kidding, it's an answering machine. Leave a message if you have something to say. If you have nothing to say, then leave nothing. Till!
Farewell on the phone
You have successfully talked on the phone, and now it is time to end the conversation. How to do it right? To do this, you will need the following phrases:
It's been nice talking to you.
It was a pleasure talking to you.
I hope I"ve been informative.
I hope I could help you.
Have a nice day.
All the best.
Thanks for calling. goodbye.
Thank you for the call. Goodbye.
Goodbye, Ann.
Goodbye, Anna.
We advise you to use our simulator to consolidate the words on the topic "Telephone conversation"
An example of a telephone conversation in English (with translation)
Now let's look at a couple of examples of talking on the phone in English.
Secretary: Good morning, "Best Motors" Company. How can I help you?
Jack: Hello, this is Jack Wharton speaking. Could I speak to Nick Stanley, please?
Secretary: Oh, I'm afraid Mr. Stanley isn't here at the moment. Would you like to leave a message?
Jack: Certainly. Would you, please, ask him to call me back? I need to talk to him urgently!
Secretary: Yes, of course. Thank you for your call.
Jack: Thanks, bye.
Secretary: good bye.
Receptionist A: Cassat Company. Can I help you?
Patrick: Yes, I would like to speak to Mr. Green please.
Receptionist 1: Do you have an extension for him?
Patrick: No, I don't, but I know he is in the delivery department.
Receptionist 1: Hold on, please. I "ll ring that department.
Patrick: thank you.
Receptionist B: Delivery department, Miss Elliot.
Patrick: Mr. Green please.
Receptionist B: Mr. Green is on the other line at the moment. May I know who's calling to let him know?
Patrick: This is Patrick Brown. Mrs. Priesley suggested that I call him.
Receptionist B: Will you hold on or would you like to leave a message?
Patrick: I'll hold on, thank you.
Mr. green: Mr. Green speaking. How can I help you?
Patrick: Yes, my name is Patrick Brown. A mutual friend of ours, Susan Priesley, referred me to you. I am interested in changing careers, and she thought you would be a valuable source of information for me.
Mr. green: Mrs. Priesley, of course. How can I help you?
Patrick: I would like very much to come up and speak with you. Would you be willing to give me a few minutes of your time?
Mr. green: Well, my schedule is a little tight. When would you like to meet?
Patrick: Whenever it is convenient for you.
Mr. green: Well, can you make it after five o'clock some day next week?
Patrick: Yes, absolutely.
Mr. green: Fine, then how about 5:15, Wednesday, my office?
Patrick: Next Wednesday at 5:15 then. Thank you very much, Mr. green.
Mr. green: You "re welcome. Hold on, my secretary will give you directions.
Patrick: thank you. See you on Wednesday!
Conclusion
So, if you practice these phrases, then during a telephone conversation in English, they will be remembered instantly. It's a great idea to practice with some of your colleagues or friends: call each other and have at least part of the phone conversation in English. Dare!
Big and friendly family EnglishDom
Hello! Let's keep talking!
Talking on the phone in English can be a lot of stress. We often have to resolve various issues over the phone, whether it's meeting a friend or booking a table in a restaurant. The following dialogue examples will help you prepare.
- You can learn from this dialogue receive a call in English.
| – Hello! Can I speak to Sarah? | - Hello! May I speak to Sarah? |
| – Hello! Who's asking? | - Hello! And who asks? |
| – It's John, we work together. | - This is John, we work together. |
| - Wait a second, I'll call her. | Wait a second, I'll call her. |
- In this telephone conversation, a young man asks his colleague for the phone common friend.
| - Hey, John! | — Hello, John! |
| Hey, Sarah! How are you? | — Hello, Sarah! How are you? |
| – Fine, thanks. you? | - Well thank you. And you have? |
| – I'm fine too. Listen, I wanted to ask you if you know Lisa's phone number. I wanted to ask her on a date. | - I'm fine too. Look, I wanted to ask if you know Lisa's number. I want to ask her out on a date. |
| - Lisa's? Let me see. Yes, I think I have it. | - Lisa? Let me think. Yes, I think there is. |
| – Could you give it to me, please? | “Could you give it to me, please?” |
| - All right, I hope she won't mind. +44 5674889903. | Okay, I hope she doesn't mind. +44 5674889903. |
| Thank you so much, Sarah! See you tomorrow at work. | Thanks a lot, Sarah! See you tomorrow at work! |
| – See you! good luck! | - See you! Good luck! |
- This dialog gives an example of a more formal phone call. conversation between secretary and visitor.
- Dialog between two friends.
| – Hello! Ann, is that you? | — Hello! Ann, is that you? |
| – Mary! What's up? | - Mary! What's new? |
| – I want to go to the cinema tomorrow evening, wanna join? | I want to go to the cinema tomorrow night, do you want to join? |
| – Sure! What do you want to watch? | - Certainly! What do you want to see? |
| – There is a new romantic comedy with Taylor Lautner… | A new romantic comedy with Taylor Lautner is out... |
| – Oh I love this actor! And at what time do you want to go? | I love this actor! And what time do you want to go? |
| – It starts at 7 pm. What do you think? | — Beginning at 7. What do you think? |
| – I'd love to go! Should we invite someone else? | - I would love to go! Shall we invite someone else? |
| – Maybe Kate wants to come, she likes Lautner too. | “Maybe Kate wants to go, she likes Lautner too. |
| – Okay, I’ll call here now and ask. | Okay, I'll call her and ask. |
| – Great! See you tomorrow! | - Fine! See you tomorrow! |
| – See you. | - See you. |
- This conversation takes place between two classmates.
| – Hello! I'd like to speak to Adam Johnson. | - Hello! I'd like to speak to Adam Johnson. |
| – Hello! It's Cara Johnson, his sister. I'll call him now. | - Hello! This is Kara Johnson, his sister. I will call him now. |
| – Okay, thank you. | - Well thank you. |
| – Hey, this is Adam. Who's speaking? | Hi, this is Adam. Who is speaking? |
| – It's Jacob, we're in Biology class together. | — This is Jacob, we go to biology together. |
| – Sure I remember you, what’s up? | - Of course, I remember you. How are you? |
| – Ms.Golden asked me to call everyone and ask if they want to go to the National Museum next Tuesday. | — Mrs. Golden asked me to call everyone and ask if they want to go to the National Museum next Tuesday. |
| – Instead of the lesson? | — Instead of a lesson? |
| – Yes. Everybody present will be granted ten points. | - Yes. Everyone who comes will receive 10 points. |
| - Okay, I'm in! | - Great, I'm all for it! |
| – Great! If there are any more details, I'll let you know. | - Perfectly! If there are any new details, I'll let you know. |
| Thanks. see you. | - Thanks. See you. |
- An example of how book a hotel room by phone.
| – Hello! Is this the “Northern Hotel”? | — Hello! Is this the Northern Hotel? |
| Hello, sir. Yes, how can I help you? | - Hello, sir! Yes, how can I help you? |
| – I would like to book a room in your hotel. Is it possible? | — I would like to reserve a room in your hotel. Is it possible? |
| – Of course. What date? How long are you going to stay? | - Certainly. On what date? How long are you going to stay here? |
| – From 8th to 14th of April. | — From 8 to 14 April. |
| – Perfect. Would you like a single or a double room? | - Fine. Would you like a room for one person or two? |
| – A double room, please. I am traveling with my wife. | - Two, please. I am traveling with my wife. |
| – With a view on the mountains or on the sea? | — With a view of the mountains or the sea? |
| – On the mountains, please. | To the mountains, please. |
| – All right. We happen to have a couple of available rooms with the view on the mountains. Could you please tell me your name and your phone number? | - Good. We just have a few free rooms with mountain views. Could you tell me your name and phone number? |
| — Jason Lee. And my number is +56 7899002319. | — Jason Lee. And my phone number is +56 7899002319. |
| – Ok, thank you. Wait a second… Your booking number is 432568. | - OK thanks. Wait a second... Your reservation number is 432568. |
| Should I pay in advance? | - Do I need to pay in advance? |
| – No, you can pay after you arrive at the hotel. Also, in case you have to cancel, it is free as well. | — No, you can pay after you arrive at the hotel. Also, if necessary, cancellation of the reservation is free. |
| - That's great, thank you! Goodbye! | - Great, thanks. Goodbye! |
| – Good bye. | - Goodbye. |
- So it is possible book a table in a restaurant in English.
| – Hello! This is "Red Dragon". How can I help you? | — Hello! This is the Red Dragon. How can I help you? |
| – Hello! I would like to reserve a table for today at 8 pm. | - Hello! I'd like to reserve a table for 8 pm tonight. |
| – I am terribly sorry, madam, but for today it is all full. | — I'm sorry, but there are no places for today. |
| – What about tomorrow? | — And for tomorrow? |
| – Yes, it is possible. Tomorrow at 8pm? | - Yes it is possible. Tomorrow at 8 o'clock? |
| - That's right. | - Right. |
| – Very well. Could you please tell me your full name? | - Fine. Could you tell me your full name? |
| – Karen Bennett. | — Karen Bennett. |
| – And for how many people? | - For how many people? |
| – For ten people. | - On 10. |
| Will you need a birthday cake? | Would you like a birthday cake? |
| – No, thank you, it's just a business meeting. | No thanks, this is a business meeting. |
| – No problem. All right, tomorrow, 10th of August a reservation at 8 pm for ten people. Please do not be late. | - No problems. Okay, tomorrow August 10th reservation for 8pm for 10 people. Please don't be late. |
| – Thank you very much. good bye. | - Thanks a lot. Goodbye. |
| – Good bye. | - Goodbye. |
After studying the examples of these dialogues, you will be able to explain yourself by phone in English, both in business and informal communication.
I| Secretary: Good morning. President's office. How can I help you? | - Good morning. Office of the President. How can I help you. |
| Vladimir: Hello. I'd like to speak to George W., please. | - Hello. I'd like to speak to George W.. |
| Secretary: May I ask who's calling? | - May I ask who asks him? |
| Vladimir: It's Vladimir. | - This is Vladimir. |
| Secretary: Could you tell me what it's about? | - Could you tell me what you are calling about? |
| Vladimir: No, I'd like to speak to him personally. | - No, I would like to talk to him personally. |
| Secretary: Just hold on, please… I'm sorry. He's busy at the moment. Would you like to speak to somebody else? | - Wait, please... I'm sorry, but he's busy right now. Would you like to talk to someone else? |
| Vladimir: No, I have to speak to George W. | - No, I have to talk to George W.. |
| Secretary: O.K. Can I take a message or shall I ask him to call you back? | - Good. Can you leave a message or should I ask him to call back? |
| Vladimir: Could you tell him I called and I'd be grateful if he'd call me back. I'll be in my office all morning. | - Tell him that I called, and I would be grateful if he called me back. |
| Secretary: Does he have your number? | - Does he have your number? |
| Vladimir: Yes, but just in case, I'll give it to you. It's (001) 202-123-4567. | - Yes, but just in case, I'll leave it to you. Number (001) 202-123-4567. |
| Secretary: So, that's (001) 202-123-4567. | - So the number is (001) 202-123-4567. |
| Vladimir: That's right. | - Right. |
| Secretary: O.K., I'll give him your message. goodbye. | - Okay, I'll give him your message. Goodbye. |
| Vladimir: Thank you. goodbye. | - Thanks. Goodbye. |
II
Tom is a student who wants to speak to Mr. Lau to arrange a visit to his company. Mr. Lau isn't there. What does Tom say to make sure he gets to speak to Mr. Lau next time he calls?
| Tom: calls | - Calls. |
| - Good morning, Asia Pacific Enterprises. | |
| - Hello, can I speak to Mr. Lau? | |
| Secretary: I'm afraid Mr. Lau is in a meeting right now. Can I help you? | - I'm afraid Mr. Lau is in a meeting now. May I assist you? |
| Tom: Well, I am doing a project at Hong Kong University on work experience… Perhaps it’s better if I speak to Mr. Lau personally. | - I am working on a project at the University of Hong Kong to gain work experience. I guess I'd better speak to Mr. Lau in person. |
| Secretary: Fine, could you call back when the meeting is finished? | - Could you call back when the meeting is over? |
| Tom: Yes, could you tell me when the best time to call is? | - Yes, tell me, what time is the best time to call back? |
| Secretary: Probably after 4 p.m. | - Maybe after 16.00. |
| Tom: Yes, I'll do that. Thank you for your help. | - I will do that. Thanks for the help. |
| Secretary: You're welcome. | - You are welcome. |
| Tom: Goodbye. | - Goodbye. |
| Secretary: Bye. | - Goodbye. |
| Tom: hang up | - Hangs up. |
III
Tom is a student who wants to speak to Mr. Lau to arrange a visit to his company. Notice how Tom makes all the arrangements in one call.
| Tom: calls | - Calls. |
| Secretary: Good morning, Asia Pacific Enterprises. | - Good morning, Asia Pacific Interprasis. |
| Tom: Hello, could I speak to Mr. Lau, please? | - Hello, can I speak to Mr. Lau? |
| Secretary: Yes, I'll put you through. May I know who is calling? | - Yes, I'll turn you on. May I know who is calling? |
| Tom: Yes, my name is Tom Wu. I am a student at Hong Kong University. I am calling about a project we are doing. | Yes, my name is Tom Wu. I am a student at Hong Kong University. I'm calling about a project we're working on. |
| Secretary: OK. Could you hold the line, please? | - Okay, stay on the line, please. |
| Mr. Lau: Hello, how can I help you? | - Hello. How can I help you? |
| Tom: My name is Tom Wu. I am a student at Hong Kong University. I am calling about a project we are doing on work experience. Mr. Chan from Eurasia Products said you might be able to help me. He is a friend of my uncle. | My name is Tom Wu. I am a student at Hong Kong University. I'm calling about a project we're working on. Mr. Chang from Eurasia Products said you might be able to help me. He is my uncle's friend. |
| Mr. Lau: Yes, I know Mr. Chan…So? | - Yes, I know Mr. Chan... So? |
| Tom: Well, one of our assignments is to find out more about a particular company and the kind of work that it does. | - Well, one of our tasks is to get information about certain companies and the work they do. |
| Mr. Lau: Yes? | - Yes? |
| Tom: I wonder if you would mind if I visited your company one day next week and talk to some of your staff. | - I would like to know if you mind if I visit your company next week and talk to someone from your management? |
| Mr. Lau: Hmmm, we're rather busy. What would you like to do exactly? | - Hmm, we're pretty busy. What exactly do you want? |
| Tom: I would like to spend a day in your company and sit with one of your staff while they are working. I'd like to find out more about what the work involves. | - I would like one day in your company, watching the work of someone from your management. |
| Mr. Lau: Yes, well, as I said, we are very busy next week but you might be able to arrange a visit for you the week after. | - Well, as I said, next week we are very busy, but you can arrange a visit in a week. |
| Tom: Oh, that would be fine. thank you. I don't want to cause you any trouble. | - It will be wonderful. Thank you. I don't want to inconvenience you. |
| Mr. Lau: I will try to arrange something. Which day would you like to come? | - I'll try to arrange everything. What day would you like to come. |
| Tom: Let me see… Wednesday is the best day for me. | - Wait... Wednesday will be the best. |
| Mr. Lau: No, sorry! We have an office meeting in the morning. How about Thursday? | - No, sorry. We have a meeting at the office in the morning. How about Tuesday? |
| Tom: Thursday, Thursday would be fine for me. What time is convenient for you? | - Tuesday, Tuesday will do. What is the most convenient time for you? |
| Mr. Lau: 10 a.m. OK? | - Is 10 a.m. okay? |
| Tom: Yes, 10 a.m. Could you tell me where your office is? | - Yes, 10 am. Can you please tell me where the office is? |
| Mr. Lau: On the 7th floor, Room 723. Please ask for my secretary. | - On the 7th floor, room 723. Ask my secretary. |
| Tom: Room 723… OK, then I’ll come to your office in Room 723 at 10 am on Thursday the 25th. | - Room 723, okay, then I'll be in your room 723 at 10 am, on Tuesday the 25th. |
| Mr. Lau: O.K. | - Good. |
| Tom: Thank you so much for your help. I look forward to meeting you. | - Thanks a lot. I look forward to our meeting. |
| Mr. Lau: Me too! good luck with your project. | - I, too. Good luck with the project. |
| Tom: Thank you. goodbye. | - Thanks. Goodbye. |
| Mr. Lau: Bye. | - Goodbye. |
| Tom: hang up | - Hangs up. |
A BIT OF HUMOUR
| On the telephone: |
| SPEAK: Are you there? Are you there? |
| WATT: No, I'm here. |
| SPEAK: What's your name? |
| WATT: Watt. |
| SPEAK: What's your name? |
| WATT: Watt. |
| SPEAK: Can't you here? What's your name? |
| WATT: WATT is my name. |
| SPEAK: Yes, what's your name? |
| WATT: My name is WATT. |
| SPEAK: I'm asking you. |
| WATT: I'm called WATT. |
| SPEAK: I don't know. |
| WATT: I'm Mr. Tom WATT. |
| SPEAK: Oh, I'm sorry. I didn't understand. |
| WATT: Who are you? |
| SPEAK: SPEAK. |
| WATT: Speak? I am speaking. What's your name? |
| SPEAK: No, it isn't. My name is SPEAK. I want to speak to DAY. |
| WATT: You can speak today. I can hear you. |
| SPEAK: I don't want to hear you. I want to speak to DAY! |
| WATT: At what time? |
| SPEAK: Now! I want to speak to DAY! To DAY! To DAY! |
| WATT: It's today now, speak, speak, speak. |
| SPEAK: But I want to speak to Mr. Henry DAY now. |
| WATT: Oh, I'm sorry. You can't speak to Mr. DAY today. He doesn't want to speak to SPEAK today. He told me so. |
A beginner in learning English is not always able to understand the speech of a foreigner in live communication. What awaits him in a telephone conversation? After all, most native English speakers speak fluently and are not always legible. And if a newly-made foreign friend, at your request, slows down the pace of speech, such a trick will not work with business partners. ". But don't get upset ahead of time! We have prepared for you a selection of the most useful rules and phrases that will help you become more confident in communicating with foreign clients and partners.
Why follow the generally accepted rules in a business telephone conversation?
International telephone etiquette provides several rules that should be followed when answering incoming calls or making calls on behalf of the company. The most progressive companies follow these norms, taking care of their image. If you want to be a professional in the eyes of your partners and clients, it is simply necessary to follow the rules listed below.
Rule number 1. Follow intonation.
In live communication, we share information with each other using three channels: intonation, words and gestures. And if in a video conversation it makes sense to control all three channels, then in normal telephone mode - only two: intonation and words. intonation has b about greater influence on the interlocutor than words. It is she who creates the mood of your interlocutor and builds the first or next impression of you.
What is worth doing?
Smile while talking, show energy and enthusiasm in your voice. Intonation always gives out: it is very easy to understand how you are set up - positively or negatively. Your smile will help the interlocutor to verify the first.
What should not be done?
It is better to refuse from falling apart on a chair, states of "reclining", "half-sitting". In such positions of the body, the diaphragm changes its angle, and this, in turn, is reflected in the timbre of the voice. The interlocutor will be able to understand that you are lying and take it for disrespect, disinterest, and even complete indifference.
Rule number 2. Greet the caller and identify yourself
When you pick up the phone, be sure to say hello. The greeting may vary depending on the time of day. (good morning, goof afternoon, good evening) and can be multifunctional (hello). After that, you should introduce yourself, stating your name and the organization in which you work. Your appeal will sound something like this:
- Hello, my name is Ann Popova from KYZ Corporation. May I please speak with Ms. Jane Smith?
Rule number 3. Pick up the handset after the second ring (beep)
What any operator, secretary, administrator, etc. should strive for. Why after the second one? By picking up the phone in the first second, you can take the caller by surprise. In addition, you yourself need a couple of seconds to get distracted from the business that you were absorbed in before the call.
Pick up the phone from the second, maximum from the third call. After waiting 4-5 or more rings, the caller may not have the most favorable opinion about your company or simply lose patience. As a result, he will not believe in the belief that you are able to satisfy all his needs or solve problems.
Rule number 4. Clarify the possibility of a conversation (if you are calling)
When you call, ask if the partner or client can communicate with you right now. After all, everyone has plans, meetings, tasks, the time of which is calculated by the minute. Therefore, do not go straight to the point, but clarify the possibilities of the interlocutor or secretary about whether you can communicate with a certain person. You can do this with the following phrases:
- Could I speak to (name) please?
- May I speak to (name) please?
- Is John Bright available?
- Mr. John is not taking calls right now. Can I take a message?
- He is on the phone now. Can I have him call you back later?
- Please, hold, while I connect you to him.
- I am connecting you right now.
Rule number 5. Get to the point of the call as soon as possible
Avoid wasting time with meaningless lyrics or questions like "How's the weather?" or "Did you hear the latest news?" . Be concise and to the point.
But there is an exception to this rule. You can afford to ask a few questions to the interlocutor or chat on an interesting topic if warm friendly relations have developed between you for a long time.
- I "m phoning (calling, ringing) to find out if...
- I'm phoning (calling, ringing) to tell you that...
Rule number 6. Don't forget to say goodbye
Have you ever noticed how many people end a conversation by simply hanging up? Agree, it's annoying. When saying goodbye, check with the interlocutor if he has any other questions or requests. Got a "No" answer? Now you can thank for the call and say goodbye, wishing you a good day.
| Thanks for calling, Mr. James. Is there anything else I can help you with? |
| Be sure to contact me if you have any more problems. |
| Have a nice day. |
| Don't hesitate to call again. |
| Thank you for calling. Have a great day. |
3 mini-rules, following which you will improve the quality of communication with international partners and clients
- Adapt to the speed of the interlocutor's speech. A person who speaks slowly will find it difficult to catch the flow of thoughts of someone who speaks quickly.
- Don't use speakerphone (unless otherwise stated).
- Treat secretaries with respect. They also have some power and can influence the decision of their leadership.
Let's look at a few more relevant situations in which you need to know what to say to the interlocutor.
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We wish you success in learning English! ;)
Hello? Is that Gloria?
Yes! Hello? Who's speaking?
It's Nick. Nick Edmonds.
Oh, hi, Nick! I didn't recognize your voice. How are you?
I'm OK, thanks, Gloria. Is Cathy in?
Yes, she must be in her room. Could you hang on, please? I'll just get her.
good afternoon. Tower Investment Bank. May I help you?
Hi. I would like to talk to Mr. Clinton from the accounting department, please.
May I ask you who is calling?
My name is Bruno Ponti. I'm calling from an advertising agency.
Thank you Mr. Ponty. Just a moment, please. Let me check if Mr. Clinton is in his office.
Thank you for waiting. I'm sorry but Mr. Clinton isn't available at the moment. Would you like to leave a message or shall I ask him to call you back? Does he have your number?
I believe he does. But I can give it to you, just in case.
All right. Go ahead, please.
My number is 046 78345.
OK. And would you mind repeating your name?
sure. Bruno Ponty. I can spell it: B-R-U-N-O P-O-N-T-I.
Thank you Mr. Ponty. I'll ask Mr. Clinton to call you back as soon as possible today.
Thanks a lot. Bye.
- Jordan Furniture. Mandy is speaking. Can I help you?
good morning. I'm calling on behalf of Mr. Franks from London Design Studio. Could I speak to someone who deals with reconstruction works?
Sorry, I didn't catch that. Could you speak up, please?
I'd like to talk to your chief engineer, please.
Certainly, sir. Hold on a moment. I'll put you through.
hallo. Can I speak to Estella, please?
speaking. Who's calling?
Oh hi, Estella. This is Sally. I couldn't get you through yesterday. The line was engaged. Is everything OK with you?
Hello Sally. I was just thinking about you. Yes, we're fine. Don't worry.
Hi. Is Edward home?
no. He has just popped out to the bank.
OK. When will he be back?
He shouldn't be long, I hope.
Could you ask him to ring me back, please?
sure. Who should I say phoned?
It's Sam, from the golf club.
Has Edward got your number?
Can I speak to Helen?
mmm. Who is this?
It's Anna speaking. Are you her brother?
No, Anna. I am afraid you've dialed the wrong number.
Oh, I'm sorry!
Translation
Hello? Is this Gloria?
Yes! Hello! Who is speaking?
This is Nick. Nick Edmonds.
Okay, thanks, Gloria. Is Katie at home?
Yes, she should be in her room. Wait a minute, please. I will call her.
Okay. Thanks.
Good afternoon. Tower Investment Bank. Can I help you with something?
Hello. I'd like to speak to Mr. Clinton in the accounting department, please.
May I know who is calling?
Thank you Mr Ponti. Just a minute please. I'll check if Mr. Clinton is there.
Certainly.
Thank you for waiting. I'm sorry, but Mr. Clinton is currently unable to answer the phone. Will you leave a message for him, or ask him to call you back? Does he have your phone number?
I think yes. But I can leave you one more time, just in case.
Good. Speak up.
My number is 046 78345.
OK. And please repeat your name.
Certainly. Bruno Ponti. I will spell: B-R-U-N-O P-O-N-T-I.
Thank you Mr Ponti. I will ask Mr. Clinton to call you back as soon as possible today.
Thanks a lot. Goodbye.
- Jordan Furniture. Mandy is on the phone. May I assist you?
Good morning. I'm calling on behalf of Mr. Franks of London Design Studio. Can I speak to whoever does the renovations?
Sorry, I didn't hear. Would you speak louder, please?
I'd like to speak to the chief engineer.
Of course, sir. Just a minute please. I will connect you.
Thank you.
Hello. May I speak to Estella?
I'm listening. Who is calling?
Oh, hi, Estella. This is Sally. I couldn't get through to you yesterday. The line was busy. Are you all right?
Hey Sally. I was just thinking about you. Everything is fine with us. Do not worry.
Hello? Edward at home?
No. He just went to the bank.
Good. And when will he return?
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