Telephoning

Telephone: language expert

Introduction

A lot of people find it difficult to make phone calls in a foreign language – and that's understandable. You can't see the person you are talking to, their voice might be unclear, and you might find it difficult to find the right words.

Multi-word verbs

One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are commonly used in telephone conversations. Most of them are featured in this module. Hold on means 'wait' – andhang on means 'wait' too. Be careful not to confuse hang on with hang up! Hang up means 'finish the call by breaking the connection' – in other words: 'put the phone down.' 

Another phrasal verb with the same meaning as hang up is ring off.  Theopposite of hang up / ring off is ring up – if you ring somebody up, you make a phone call.  And if you pick up the phone, (or pick the phone up) you answer a call when the phone rings.

"Hang on a second..."

If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while they put you through – put throughmeans to connect your call to another telephone. With this verb, the object (you, me, him, her etc.) goes in the middle of the verb: put you through.

But if you can't get through to (contact on the phone) the person you want to talk to, you might be able to leave a message asking them to callyou back. Call back means to return a phone call – and if you use an object (you, me, him, her etc.), it goes in the middle of the verb: call youback.

Level of formality

Another thing to think about when talking on the telephone is formality. It's important to use the right level of formality – if you are too formal, people might find it difficult to feel comfortable when they talk to you. On the other hand, if you are too informal, people might think you are rude!

Generally speaking, if you are talking to someone in a business context, you should use could, can, may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a message?' 'Would next Wednesday be okay?'. You should also use please and thank youor thanks very much whenever you ask for, or receive, help or information.

It's important to show politeness by using words like would, could, please, thank youetc. But it's also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like okay andbye - in other words - everyday English! So phrases like I'm off to a conference..., no problem, bye! and hang on a moment and I'll put you through are perfectly acceptable, as long as the overall tone of the conversation is polite.

One last tip - it's better to ask for help or clarification when you're having a telephone conversation, than to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like'Could you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would you mind spelling that for me please?'Using phrases like these will help make sure that you have a successful phone call, and may save you from lots of problems later on. You could always say that the line's very bad today if you can't hear very well. And it's also a good idea to practise words, phrases and vocabulary before you make the call!

Telephone: Challenge

Useful telephone vocabulary and phrases in English.

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Making contact :	Hello / Good morning / Good afternoon ... This is John Brown speaking Could I speak to ......... please? I'd like to speak to ..... ..... I'm trying to contact ..........
Giving more information:	I'm calling from Tokyo / Paris / New York / Sydney ... I'm calling on behalf of Mr. X ...
Taking a call :	X speaking. Can I help you?
Asking for a name / information :	Who's calling please? Who's speaking? Where are you calling from? Are you sure you have the right number / name?
Asking the caller to wait :	Hold the line please. Could you hold on please? Just a moment please.
Connecting :	Thank you for holding. The line's free now ... I'll put you through. I'll connect you now  / I'm connecting you now.
Giving negative information :	I'm afraid the line's engaged. Could you call back later? I'm afraid he's in a meeting at the moment. I'm sorry. He's out of the office today. / He isn't in at the moment. I'm afraid we don't have a Mr./Mrs./Ms/Miss. ... here I'm sorry.  There's nobody here by that name. Sorry.  I think you've dialled the wrong number./ I'm afraid you've got the wrong number.
Telephone problems :	The line is very bad ...  Could you speak up please? Could you repeat that please? I'm afraid I can't hear you. Sorry. I didn't catch that.  Could you say it again please?
Leaving / Taking a message :	Can I leave / take a message? Would you like to leave a message? Could you give him/her a message? Could you ask him/her to call me back? Could you tell him/her that I called? Could you give me your name please? Could you spell that please? What's your number please?