A: I'm trying to get hold of someone in your sales department. Are you having problems with your phone system? I was cut off earlier and now there is no reply.
B: Just a moment, please. I'll try the number for you. Yes, I'm afraid there's no reply from the department. They must be at lunch. Would you like to leave a message and I'll get someone to call you when they get back.
A: Thanks. My name's Baz Mechot and the number is 453980.
Making sure you understand
A: Can I speak to Teresa Riller? I understand that she is looking after Sales while Marco Stam is on parental leave.
B: That's right, but I'm afraid she's not here at the moment. Can I take a message?
A: Thanks. Could you say that Pieter Baumgartner called and ask her to call me back?
B: Can you spell your name, please?
A: Baumgartner is B-a-u-m-g-a-r-t-n-e-r. I'm at the Rainbow Hotel in room 13.
B: Is that 13, one three, or 30, three zero?
A: Thirteen, one three.
B: Thanks. I'll pass on the message.
Ending a call
A: OK. Have we covered everything?
B: I think so. You just need to let me know when you can send the report.
A: That's right. I'll send you a message when I get back to the office. Anyway, thanks for calling.
B: No problem. I'll wait to hear from you.
Match the appropriate statements:
| A
| B
| C
|
1.
| I'd like to speak to Max Reed, please.
| Some other phrases for checking if someone is available:
| Is Max Reed there?
Can I talk to Max Reed?
Is Max Reed available?
|
2.
| I wanted to run through...
| Would is used to introduce a polite offer.
| Could you hold on?
Do you mind holding.
|
3.
| ... I'll get someone to call you when they get back.
| We often introduce the topic politely by using the past tense. We can also use I'd like to... For example:
| Would you like me to check?
Would you like to call back later?
Would you like to hold on?
|
4.
| Sorry to keep you waiting...
| This is an informal greeting. More formal greetings include:
| I wanted to run through the arrangements.
I wanted to ask you a question.
I wanted to know about your travel plans.
I'd like to ask you a question.
|
5.
| Would you like to leave a message?
| Some other phrases to use when someone is waiting on the phone:
| I'll call you if I can.
I'll phone you when they arrive.
I'll let you know if I hear anything.
|
6.
| Hi, Max. Simon here.
| Note the use of the simple present tense when they get... in this sentence:
| Hello, Mr Reed. This is Simon Speedwell speaking.
Mr Reed. Hello, it's Simon Speedwell here.
|
| A
| B
| C
|
1.
| I understand that she is looking after Sales...
| Language that indicates that you already have some information:
| I understand that you're coming to Warsaw next week.
I hear that Pedro is moving to Singapore.
I see (that) they're going to open a new office in Paris.
|
2.
| ... I'm afraid she's not here at the moment.
| Other ways of bringing a call to an end:
| He's on paternity leave.
She's on maternity leave.
She's taking compassionate leave.
He's ill.
She's on holiday.
He's left for the day.
|
3.
| Have we covered everything?
| Use I'm afraid or I'm Sorry to when passing on unwelcome information.
| So is that everything?
Is that all?
|
4.
| ... Marco Stam is on parental leave.
| Some other reasons for absence include:
| Right, I'll check the details and call you back.
I think that's everything.
Is there anything else?
|
5.
| Anyway, thanks for calling.
| Note how we signal that a call is coming to an end:
| Use I'm afraid or I'm Sorry to when passing on unwelcome information.
I'm afraid I can't help you.
I'm sorry I'm going to be late.
I'm afraid I can't find the information you need.
|
Write answers:
Part 1:
| Part 2:
|
1.
|
|
|
| 1.
|
|
|
|
2.
|
|
|
| 2.
|
|
|
|
3.
|
|
|
| 3.
|
|
|
|
4.
|
|
|
| 4.
|
|
|
|
Note!!! British/American differences
Some differences between British and American English:
British
| American
|
parental leave
compassionate leave
She's on holiday.
| family leave
In American English the term bereavement leave is also used.
She's on vacation.
|
DIALO GUES 2
Listen and fill in the gaps:
A voicemail message
'This is Ann Forsell’s _________. I'm sorry I can't _________ your call at the moment, but please leave a message and I'll get _________ to you. Alternatively you can _________ a message with my assistant. His number is 0046, (that's the country code for Sweden), 01, (that's the area code), 2132. Many thanks.'
Leaving a message
'Hi, Fiona. I've been trying to _______________ of you all morning so I hope you get this. Please call Sara Remondi __________________ you can. It's about the meeting next month. _________ I can’t make it so we need to talk urgently. It's two o'clock my time _________ and I'll be going home in three hours. Bye for now.'
Look at the dialogue. Make up your own:
You can't talk
A: Hello.
B: Hi, John. Can you talk?
A: Not really. I'm in a meeting. Can I call you back in, say, fifteen minutes?
B: Sure. Speak to you later. It isn’t urgent.
| The reason for calling
A: Can you hear me now? I couldn't hear you very well earlier. The reception was terrible. Anyway, how are you?
B: Fine. I was just ringing to check the time for next week's meeting. Is it still three o'clock?
|
C:
D:
C:
D:
| C:
B:
|
You can't hear the caller
A Hello.
B: Hello. Sorry, I can't hear you very well. I'm in a restaurant and they have just started playing some loud music.
A: I didn't catch that.
B: I'll just go outside. Just a moment. Can you hear me now?
A: Yes, that’s much better. I'm glad you're enjoying yourself.
| You have to end the call
A: John, Peter has just arrived- I'll call you when I get back to London.
B: Fine. I'll be here until 5. Speak to you later. Bye.
A: Bye.
|
C:
D:
C:
D:
C:
| C:
D:
C:
|
An automated message
‘Welcome to Haznor Business Systems. This is a toll-free number. Please choose one of the following four options. If you are calling about an existing order, please press 1. If you wish to place a new order, press 2...'
Notes. Translate
This is Ann Forsell's voicemail.
Some other formal opening phrases for voicemail are:
You're through to Ann Forsell's voicemail.
You've reached Ann's voicemail.
An informal opening:
Hi. Ann here. Sorry I can't take your call at the moment but leave a message and I'll get back to you.
|
|
It's about the meeting next month.
Calls often begin with:
I'm calling/ringing about Iyour flight).
John, about Iyour flight to Paris).
|
|
... I can't make it...
Make is often used instead of attend in informal usage:
Unfortunately, / can't make the next meeting.
I can't make Friday but Thursday would be fine. Will you be able to make it?
|
|
Can you talk?
Other useful phrases for checking if the person you want to talk to is free, and some replies:
Are you busy?
Are you free to talk?
Have you got two minutes?
Can I call you back?
It's difficult at the moment.
This is a good time to talk.
|
|
I'm in a meeting.
Some other reasons why you cannot take a call:
I'm not at my desk.
I'm just getting on a train.
I've just arrived at the airport.
I haven't got my diary with me.
|
|
I wasjustringing to check the time...
I was just ringing/calling... is a useful alternative way to start a call:
I was just calling about the meeting next Friday. I was just ringing to see if everything's OK for tomorrow.
I was just calling to ask for some advice.
|
|
Sorry, I can’t hear you very well.
Some other phrases to use when reception is bad:
Sorry, could you repeat that?
Could you say that again?
I'm sorry, I didn't catch that.
I’m afraid the line's bad. Did you say fifteen? Could you speak louder? The line's very bad.
|
|
I'll just go outside.
Use will when you offer or promise to do something.
I'll call you when I get back to London.
I'll be here until 5.
I'll tell her you called.
I'll make sure she gets the message.
I'll get back to you as soon as I can.
|
|
If you are calling about an existing order, please press 1.
Some other 'automated' instructions:
Press the star key twice.
Press the hash/square key.
Press 5 to speak to the operator.
Please replace the handset.
|
|
Note!!! British/American differences
Differences in expressing time:
British
| American
|
Monday to Friday
ten past six
the ninth of December
24-hour clock:
9:00,17:00
| Monday through Friday
ten after six
December ninth
12-hour clock:
9 a.m., 5 p.m.
| Note: In the UK both 12-hour and 24-hour clocks are used but in the US the 24-hour clock is generally used only by the military.
|
Some differences in saying telephone numbers:
British
| American
|
360-4458 = three six oh, double-four five eight
Mobile phone
directory enquiries
dialed
| 360-4458 = three six zero, forty-four fifty-eight
Cell(ular) phone
directory assistance
dialed
|
PRACTICE