Talking on the phone - 15 - English at Work has the top tips for you

Anna: (answering the phone) Yes?

Denise: Stop! That's all wrong. I'm going to call you again. This time

Narrator: Hello. Here we are in the middle of a telephone training session with Denise and Anna. What fun!

Denise: …this time, you don't say 'yes' when you answer, it's rude. Call me and I'll show you how it's done. (sound of 4-digit dialling, then phone rings) Hello? Tip Top Trading.

Anna: Wow, that's good.

Denise: And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try it. (dialling, then ring)

Anna: Hello? Tip Top Trading. Denise speaking.

Denise: No!

Anna: What?

Denise: Say: "Anna speaking!"

Anna: Oh, sorry, I'm so stressed by all this. Hello Anna speaking.

Denise: You sound like you're sitting on a pineapple. Listen to my voice: Hello? Denise speaking.

Anna: Hello? Anna speaking.

Denise: Good. Now, when the person has introduced themselfthis is Mrs Smith or whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them already, you might say: Hello Mrs Smith, how are you?

Anna: Okay, what if Mrs Smith wants to speak to Tom but he's not there?

Denise: You say: "I'm really sorry, he's not available at the moment. Can I take a message?" Or: "I'm afraid he's busy, shall I ask him to call you back?"

Anna: Okay.

Denise: And, to end a conversation, you can say: "Thank you for calling, goodbye." Let's do another practice! (phone rings)

Anna: Hello? Tip Top Trading.

Denise: Hello, this is Mrs Smith.

Anna: Hello Mrs Smith, how can I help you?

Denise: I'd like to speak to Tom please.

Anna: I'm really sorry, he's not available at the moment. Can I take a message?

Denise: That's okay, I'll try again later.

Anna: Okay. Thank you for calling, goodbye.

Denise: Excellent! (phone rings) Oh!

Anna: How did you call me without dialling?

Denise: I didn't, that's a real call!

Anna: Oh no, I'm all nervous now. Hello? Tip Top Trading. This is Anna speaking. Mr Lime: Hello Anna, this is Seb Lime.

Anna: Sublime? Mr Lime: Mr Lime from Citrus Ventures. But I think we should be on first name terms now, so call me Seb.

Anna: Okay, er, Seb. How can I help you? Mr Lime: I just wanted to say again that your Imperial Lemon is fantasticand I was wondering if you'd like to do lunch with me sometime?

Anna: Lunch? Er

Narrator: I knew it! Mr Lime is interested in more than just your lemons!

Anna: Would you like to discuss the Imperial Lemon? Mr Lime: Forget the lemons Anna! The reason I want to see you is more of a personal nature.

Anna: Personnel? ErCan I call you back? I'm afraid I'm a bit busy at the momentMr Lime: …bbbut

Denise: Well Anna! Mr Lime eh?

Anna: Oh dear Denise, I think I need a bit more help from you. He wants to talk about personnelpeople, staffing

Denise: Are you sure? I think he means a personal nature, not personnel! That Mr Lime!

Anna: Oh!

Narrator: Mr Lime indeed. Anyway, Anna had an excellent phone manner. Let's hear those phrases again:

Hello? Tip Top Trading. This is Anna speaking.

Hello? Anna speaking.

Hello Mrs Smith, how can I help you?

Hello Mrs Smith, how are you?

I'm really sorry, he's not available at the moment. Can I take a message?

I'm afraid he's busyshall I ask him to call you back?

Thank you for calling, goodbye.

But how is Anna going to handle Mr Lime's request? I can't wait till next time! Bye!

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