Important Phrases for English Telephone

Conversations
Telephoning in English includes learning a number of special phrases, as well as
focusing on listening skills. Some of the most important phrases include how to
answer the phone, how to ask for others, how to connect, and how to take
messages.

Introducing Yourself
Here are a few ways to informally introduce yourself on the telephone:

 This is Ken.
 Hello, Ken speaking

If you'd like to reply more formally, use your full name.

 This is Jennifer Smith speaking.

 Hello, Jennifer Smith speaking.

If you are answering for a business, just state the business name. In this case, it's
common to ask how you can help:

 Good morning, Thomson Company. How may I help you?

 Plumbers Insurance. How can I be of service today?

British / American Difference

 Hello, this is Ken
 Brighton 0987654

The first example response is in American English and the second is in British
English. As you can see there are differences in both forms. The telephone articles
include both British and American English, as well as phrases that are common
to both forms.

In American English, we answer the phone stating "This is ..." In British English,
it's common to answer the phone by stating the telephone number. The phrase
"This is ..." is used only on the telephone to substitute the phrase "My name is ..."
which is not used to answer the telephone.
Asking Who Is on the Telephone
Sometimes, you'll need to find out who is calling. Ask them politely for this
information:

 Excuse me, who is this?

 May (Can) I ask who is calling, please?

Asking for Someone

At other times, you'll need to speak to someone else. This is especially true when
you telephone a business. Here are some examples:

 Can I have extension 321? (extensions are internal numbers at a company)

 Could I speak to...? (Can I - more informal / May I - more formal)
 Is Jack in? (informal idiom meaning: Is Jack in the office?

Connecting Someone
If you answer the phone, you might need to connect the caller to someone at your
business. Here are some useful phrases:

1. I'll put you through (put through - phrasal verb meaning 'connect')
2. Can you hold the line? Can you hold on a moment?

When Someone Is Not Available

These phrases can be used to express that someone is not available to speak on
the telephone.

1. I'm afraid ... is not available at the moment

2. The line is busy... (when the extension requested is being used)
3. Mr. Jackson isn't in... Mr. Jackson is out at the moment...

Taking a Message
If someone isn't available, you might want to take a message to help the caller.

 Could (Can, May) I take a message?

 Could (Can, May) I tell him who is calling?
 Would you like to leave a message?
Continue practicing your skills by using the practical exercises below which
include information on leaving messages on the telephone, how to ask native
speakers to slow down, role plays on the telephone and more.

Practice With a Role Play

Begin by learning important telephone English with the dialogue below. Here is a
short telephone conversation with some of the key phrases:

Operator: Hello, Frank and Brothers, How can I help you?

Peter: This is Peter Jackson. Can I have extension 3421?
Operator: Certainly, hold on a minute, I'll put you through...
Frank: Bob Peterson's office, Frank speaking.
Peter: This is Peter Jackson calling, is Bob in?
Frank: I'm afraid he's out at the moment. Can I take a message?
Peter: Yes, Could you ask him to call me at ... I need to talk to him about the
Nuovo line, it's urgent.
Frank: Could you repeat the number please?
Peter: Yes, that's ..., and this is Peter Jackson.
Frank: Thank you Mr. Jackson, I'll make sure Bob gets this asap.
Peter: Thanks, bye.
Frank: Bye.

As you can see, the language is rather informal and there are some important
differences from face-to-face conversational English.

Improve Your English Telephone Skills

Speaking on the telephone can be a challenge to all students. There are many
reasons for this:

 There is no body language.

 People are often nervous when speaking on the phone.
 People might speak quickly and be difficult to understand.

Practice your telephone skills using the short English conversations provided
below that focus on several everyday situations. Print these telephone scenarios
for use in class or share telephone conversations with your friends online. For
example, you could Skype your friend, navigate to a telephoning English practice
page, and rehearse together by each taking a role, exchanging roles, and
practicing a few times.
Telephone Tips
Practice each dialogue with a friend or classmate a few times. Next, write your
own telephone dialogues, go into another room, and use your smartphone to call
your partner. Practicing by using a real phone will make future conversations
with native speakers much easier. After you've practiced with a friend, try these
tips:

1. Call local businesses: The best way to get better is by practicing calling
various stores or businesses. Before calling, jot down a few notes on the
information you would like to find out. Use your notes when you call the
stores to help you feel more confident when you speak.
2. Call yourself: To practice leaving messages, call yourself and leave a
message. Listen to the message to see if you can understand the words
clearly. Play the recording for a native-speaking friend to see if she
understands the message you have left.
3. Introduce yourself properly: When on the phone, use "This is..."
rather than "I am..." when introducing yourself in English.

Don't be shy about asking the speaker (politely) to repeat names and numbers to
ensure that you get the right information. Repeating names and numbers will
help slow speakers down.
Key Vocabulary
Before practicing the following dialogues, familiarize yourself with the following
terms, which are common to many telephone conversations:

 This is ...
 May (Can, Could) I speak to...?
 I'm calling ...
 Hold the line a moment...
 put someone through...
 Who's calling...?
 take a message
 call, ring, phone

Calling Someone at Work

 Caller: Hello. This is [your name]. May I speak to Ms. Sunshine, please.
 Receptionist: Hold the line a moment, I'll check if she is in her office.
 Caller: Thank you.
 Receptionist: (after a moment) Yes, Ms. Sunshine is in. I'll put you
through.
  Ms. Sunshine: Hello, this is Ms. Sunshine. How can I help you?
 Caller: Hello, my name is [your name], and I'm calling to inquire about
the position advertised on JobSearch.com.
 Ms. Sunshine: Yes, the position is still open. Could I have your name and
number, please?
 Caller: Certainly, My name is [your name]...

Leaving a Message
 Fred: Hello. Could I speak to Jack Parkins, please?
 Receptionist: Who's calling, please?
 Fred: This is Fred Blinkingham. I'm a friend of Jack's.
 Receptionist: Hold the line, please. I'll put your call through. (after a
moment)—I'm afraid he's out at the moment. Can I take a message?
 Fred: Yes. Can you ask him to give me a call? My number is 909-345-
8965
 Receptionist: Could you repeat that, please?
 Fred: Certainly. That's 909-345-8965
 Receptionist: OK. I'll make sure Mr. Parkins gets your message.
 Fred: Thank you. Goodbye.
 Receptionist: Goodbye.

Making a Doctor's Appointment

 Caller 1: Dr. Peterson's office. How may I help you?
 Caller 2: I'd like to make an appointment to see the doctor.
 Caller 1: Certainly, are you ill at the moment?
 Caller 2: Yes, I'm not feeling very well.
 Caller 1: Do you have a fever or any other symptoms?
 Caller 2: Yes, I have a slight fever and aches and pains.
 Caller 1: OK, Dr. Peterson can see you tomorrow. Can you come in the
morning?
 Caller 2: Yes, tomorrow morning is fine.
 Caller 1: How about 10 o'clock?
 Caller 2: Yes, 10 o'clock is fine.
 Caller 1: May have your name?
 Caller 2: Yes, it's David Lain.
 Caller 1: Have you seen Dr. Peterson before?
 Caller 2: Yes, I had a physical exam last year.
 Caller 1: Yes, here you are. OK, I've scheduled for 10 o'clock tomorrow
morning.
 Caller 2: Thank you.
 Caller 1: Drink plenty of warm fluids and get a good night's sleep.
  Caller 2: Thank you. I'll do my best. Goodbye.
 Caller 1: Goodbye.

Making a Dinner Reservation

 Caller 1: Good Evening Brown's Grill. How may I help you?
 Caller 2: Hello, I'd like to make a dinner reservation for Friday.
 Caller 1: Certainly, I'd be happy to help you with that. How many people
are there in your party?
 Caller 2: There'll be four people.
 Caller 1: And what time would you like to make a reservation?
 Caller 2: Let's say at 7 o'clock.
 Caller 1: I'm afraid we don't have anything available then. We could seat
you at 6 o'clock or 8 o'clock.
 Caller 2: Oh, OK. Let's make the reservation for 8 o'clock.
 Caller 1: Fine, 8 o'clock on Friday evening for four people. May I have
your name?
 Caller 2: Yes, it's Anderson.
 Caller 1: Is that Anderson with an "e" or an "o"?
 Caller 2: Anderson with an "o."
 Caller 1: Thank you. Great. I have a table for four for the Anderson party
at 8 o'clock on Friday evening.
 Caller 2: Thank you very much.
 Caller 1: You're welcome. We'll see you on Friday.
 Caller 2: Yes, see you then. Goodbye.
 Caller 1: Goodbye.

Telephoning the School About Your Child

 Caller 1: Good morning, Washington Grade School, this is Chris. How
may I help you?
 Caller 2: Good morning, this is Alice Smith, I'm calling for my daughter,
Judy. She's not feeling well today.
 Caller 1: I'm sorry to hear that. I hope it's not too bad.
 Caller 2: No, no she has a little fever and a cough. Nothing too serious.
 Caller 1: Well, I hope she feels well soon.
 Caller 2: Thank you. Do you think I could get her homework for today?
 Caller 1: Is there any specific class?
 Caller 2: I'm especially concerned about math and science.
 Caller 1: OK, is it all right for me to give your email address to the
teachers? They can then send the homework along later today.
 Caller 2: That would be great. Do you have my e-mail on file?
 Caller 1: Just a moment... We have chrisp@gmail.com. Is that correct?
  Caller 2: Yes, that is correct.
 Caller 1: OK, I'll make sure Mr. Brown and Ms. White get your message
and email.
 Caller 2: Thank you very much.
 Caller 1: I hope Judy feels well soon.
 Caller 2: She should be fine by tomorrow. Thanks for your help.
 Caller 1: My pleasure, have a nice day.
 Caller 2: Thank you. Goodbye.
 Caller 1: Goodbye.

Asking a Question about a Bill

 Caller 1: Good afternoon, Northwest Electricity, how may I help you?
 Caller 2: Good afternoon, this is Robert Tips. I have a question about my
electricity bill this month.
 Caller 1: I'd be happy to help you with that Mr. Tips. Can I have your
account number?
 Caller 2: I'm afraid I don't have that with me.
 Caller 1: It's no problem. I'll just look your name up in our database.
 Caller 2: Great.
 Caller 1: Could you give me your address as well?
 Caller 2: It's 2368 NW 21st Ave., Vancouver, Washington.
 Caller 1: Yes, I have your account up on my computer. How may I help
you?
 Caller 2: The last bill I received seemed too high.
 Caller 1: Yes, I see that it was considerably higher than last year. Did you
use more electricity?
 Caller 2: No, I don't think we used any more electricity than the year
before.
 Caller 1: OK, I'll tell you what I can do. I'll mark this and have a
supervisor take a look at the account.
 Caller 2: Thank you. When can I expect an answer?
 Caller 1: We should have an answer for you by the end of the week. I'll
give you an inquiry number.
 Caller 2: OK, let me get a pen... OK, I'm ready.
 Caller 1: It's 3471.
 Caller 2: That's 3471.
 Caller 1: Yes, that's correct.
 Caller 2: Thank you for your help.
How to Leave Messages on the Telephone in
English
Telephone English refers to the type of language used when speaking on
the telephone in English. There are many specific verbs and phrases used when
speaking on the telephone in English. This guided to leaving a message on the
telephone provides a step by step guide to leaving a message that will make sure
that the recipient returns your call and/or receives necessary information.
Try role-playing first to practice these skills.

Leaving a Message
Sometimes, there may not be anyone to answer the telephone and you will need
to leave a message. Follow this outline to make sure that the person who should
receive your message has all the information he/she needs.

1. Introduction: Hello, this is Ken. OR Hello, My name is Ken Beare.

2. State the time of day and your reason for calling: It's ten in the
morning. I'm phoning (calling, ringing) to find out if ... / to see if ... / to let
you know that ... / to tell you that ...
3. Make a request: Could you call (ring, telephone) me back? / Would you
mind ... ?
4. Leave your telephone number: My number is... / You can reach me
at .... / Call me at ...
5. Finish: Thanks a lot, bye. / I'll talk to you later, bye.

Message Example 1
 Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I'm afraid I'm not
in at the moment. Please leave a message after the beep... (beep)
 Ken: Hello Tom, this is Ken. It's about noon and I'm calling to see if you
would like to go to the Mets game on Friday. Could you call me back? You
can reach me at 367-8925 until five this afternoon. I'll talk to you later, bye.

Message Example 2
 Telephone: (beep ... beep ... beep). Hello, you've reached Peter
Frampton. Thank you for calling. Please leave your name and number and
reason for calling. I'll get back to you as soon as possible. (beep)
  Alan: Hello Peter. This is Jennifer Anders calling. It's about two pm right
now. I'm calling to see if you'd like to have dinner sometime this week. My
number is 451-908-0756. I hope you're available. Talk to you soon.

As you can see, leaving a message is pretty simple. You only need to make sure
that you have stated all the most important information:

 Your Name
 The Time
 The Reason for Calling
 Your Telephone Number

Recording a Message for Callers

It's also important to record a message for callers when you are not available.
Many people like to leave an informal message, but that doesn't necessarily leave
a good impression if someone is calling for business. Here are some suggestions
for messages that both friends and business partners can appreciate.

1. Introduction: Hello, This is Ken. OR Hello, you've reached Kenneth

Beare.
2. State that you aren't available: I'm afraid I'm not available at the
moment.
3. Ask for information: Please leave your name and number and I'll get
back to you as soon as possible.
4. Finish: Thank you./Thank you for calling.

Message for Business

If you're recording a message for a business, you'll want to strike a more
professional tone. Here are some suggestions for messages for business to be
played when you are not open.

1. Introduce your business: Hello, you've reached Acme Inc.

2. Provide opening information: Our operating hours are Monday
through Friday 10 am to 7 pm.
3. Ask your customers to leave a message (optional): Please feel free
to leave your name and number.
4. Provide options: For information concerning Acme Inc., visit our
website at acmecompany dot com
5. Finish: Thank you for calling. / Thank you for your interest in Acme Inc.