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Course 1: Telephoning I. Objectives: - to develop the speaking skills necessary in telephone conversations. - to acquire the vocabulary specific to enquiries, orders, bookings and other topics of telephone conversations. II. Specific competencies acquired by the student. After completing this chapter the student should be able to take part in telephone conversations on different topics (enquiries, appointments, orders, complaints, messages) III. Key words: telephoning, connecting, messages, bookings, enquiries, orders. IV. Structure: 1. Incoming calls 2. Outgoing calls 3. Types of telephone conversations V. Summary: This chapter presents some basic elements of oral communication, i.e. making and receiving telephone calls. VI. Content Brieger and Comfort (1992) summarize the advantages disadvantages of telephone conversations as follows: Advantages

Disadvantages

Immediate contact and feedback: the telephone enables people to communicate without a personal meeting

The receiver may be unprepared

Economy of time and money More personal than writing Can create, affect and correct relationships Demands and retains attention

and

No record of the conversation No face-to-face contact If used badly, relationships

can

damage

The receiver may feel that the call is an intrusion

They recommend this channel of communication when speed is important, when no written record is needed, and when you are sure you can contact the right person. The following sections focus on the language involved in making and receiving telephone calls both in formal and informal contexts, as well as on the various functions this language is used to fulfil. 1. Structuring a call

1.1. Connecting When making a telephone call, one should observe the following communicative stages: greeting, indentifying oneself, asking to speak to someone, explaining the purpose of the call and giving further details. Greeting  Good morning/afternoon/evening.  Hello, (informal) Identifying yourself  My name is . . . (first introduction). I’m calling/phoning from IBM in London.  This is . . . here. (second and subsequent introduction) 

This is . . . (speaking).



It’s ... here.

Asking to speak to someone  Could I speak to ... , please? 

Could you put me throught to ... , please.



Could I have extension 4356, please?



I'd like to speak to ... , please.



John Brown, please.



Is that Mary johnson?



Is Mary Johnson there?

Giving further details  It's in connection with . . . 

It's about. . .

Explaining purpose of call



I'm calling to ask about. . .



I'm phoning to let you know the details of. . .



I'm ringing to tell you about. . .

When receiving a telephone call, one should observe the following communicative stages: greeting, indentifying oneself, helping the caller, asking for the caller’s identification and for further details if needed. If the person answering the phone is not the one the caller wants to speak to, connecting or putting the speaker on hold are two important functions the answerer needs to fulfil. Identifying yourself or the department/ company when you pick up the phone 

Hilary Beacham.



Hilary Beacham speaking.



Caller: Could I speak to Hilary Beacham, please? Receiver: Yes, speaking. You’ve reached the Finance Department (department).

 

This is the marketing department.



Galaxy Computer Supplies (company).

Helping the caller  Can I help you? 

How can I help you?



Who would you like to speak to?

Asking for the caller's identification  Who's speaking, please? 

Who's calling, please?



And who would like to speak to her/him, please?



And your name is?



Who shall I say is calling?



Which company are you calling from?

Asking for further information  What's it in connection with, please?

Putting someone on hold Please hold Just a second Hang on a moment I’ll see if he’s in Connecting I’ll just put you through I’ve got ... on the phone for you Language focus: Multi-word verbs The following phrasal verbs are frequently used in telephone conversations: hold on, hang on, hang up, call up, pick up, put through, get through, call back. Both hold on and hang on means 'wait'. Ex: Hold on, I’ll just get my coat. Hang on, I’ll be back in a minute. 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.' Ex: After I hung up, I realized I forgot to ask him his telephone number. I was so angry that I hung up on her. Another phrasal verb with the same meaning as hang up is ring of. Ex: He rang off without giving his name. The opposite of hang up / ring of is ring up (BE) or call up (AE) – 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. Ex: I’ll ring the manager up tomorrow. The phone rang and I picked it up. If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while they put you through – put through means 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 call you 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 you back. Ex: In the end I managed to get through to one of the managers. Practice In the following telephone conversations, identify all words and expressions used for the functions described in this section. Are these conversations formal or informal? A: B: A: B: A:

Hello. Is Pia there?/ Is that Pia? Speaking. Hi Pia, it’s Liam here. Hi Liam. How are you?

A: Good morning. Cara Thompson’s office. B: Hello. Could I speak to Ms Thompson, please? A: Who’s calling, please? B: My name’s Julian Maxwell. I’m calling from JM Consultants in New York. A: One moment please. I’ll put you through. B: Thank you. C: Cara Thompson. B: Good morning, Ms Thompson. My name’s …. Michelle: Hello, you’ve reached the marketing department. How can I help? Male: Yes, can I speak to Rosalind Wilson, please? Michelle: Who’s calling, please? Male: It’s Richard Davies here. Michelle: Certainly. Please hold and I’ll put you through. Male: Thank you. Michelle: Hello, marketing. How can I help? Male: Could I speak to Jason Roberts, please? Michelle: Certainly. Who shall I say is calling? Male: My name’s Mike Andrews.

Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you … Okay - I’ll put him through. Hang on a moment, I’m just putting you through. (source: http://www.bbc.co.uk/worldservice/learningenglish/business/) Choose the one correct answer 1. When you telephone a company the person answering the phone may ask you a question. Which is the correct question? A Who’s calling please? B Who calls? C Who it is? D Who called? 2. Which phrase means the same as ‘hang on a moment?’ A Just a second B I’ll put you on C Go ahead D I’m ready 3. Choose the correct word: “Please ……. and I’ll put you through.” A stop B stay C talk D hold 4. What is the expression used to connect two people on the telephone? A I’m sending you through. B I’m putting you through. C I’m calling you through. D I’m talking you through.

2.2. Messages The following phrases useful phrases are used when someone is not available and a message is left/ received.

Explaining that someone is not available  I'm afraid ... is not available this morning/afternoon/at the moment.  I'm afraid ... is out/in a meeting/with a client at the moment. 

I'm sorry, but... is on holiday/not in the office today/this week.



I'm sorry, but... is on the other line at present/ on another call.



I'm afraid his/her line's engaged (BE)/ the line is busy (AE). Do you want to hold? I’m afraid she’s not here at the moment.



Note: When giving bad news or refusing a request, it is polite to use phrases like I’m afraid or I’m sorry. Their role is to soften the tone. With meeting we used the prepositions in and out: to be in a meeting (a fi in sedinta), to be out of the meeting (a iesi din sedinta). Alternative actions  Could you ring/call/phone back later? 

Would you like to leave a message?



Can I take a message?



Can I take your number, please?



Can I have your number, please?

Leaving a message  Could you give ... a message, please? 

Could I leave a message?



Could you ask ... to call me (when he gets back)?



Could you ask ... to call me back as soon as possible?



(Could you tell. . . ) I'll call back later



Could you tell him that ....

Language focus: numbers You say telephone numbers in groups of numbers. Oh is used in British English, and zero in American English. Ex: 00 Double oh

99 Double nine

20 Two oh

8722 Eight seven double two

5376 Five three seven six

00 Zero zero

1 One

313 Three one three

141 One four one

6544 Six five four four

Email addresses Ex: My email address is [email protected] Tom dot Jones at yahoo dot com Practice In the following telephone conversations, identify all words and expressions used for the functions described in this section. Are these conversations formal or informal? Claire: Hello, finance department. Jennifer: Hello, can I speak to Adrian Hopwood, please? Claire: I’m afraid he’s in a meeting at the moment. Can I help? Jennifer: No, I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? Claire: In about an hour. Can you call back later? Jennifer: Okay, I’ll do that. Claire: Or can I take a message? Jennifer: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back. Claire: Can I take your number, please? Jennifer: Yes, it’s 5556872 Claire: 5556872. Okay, I’ll make sure he gets the message. Jennifer: Thanks very much for your help, bye! Claire: Goodbye! (source: http://www.bbc.co.uk/worldservice/learningenglish/business/) A: B: A: B: A: B: A:

Mark Simpson’s office. Hello. Can I speak to Mr Simpson please? I’m sorry, he’s in a meeting. Can I take a message? Yes, please. My name’s Denise Parker. Can I have your number? Yes, it’s 020 9422 5483. 020 9422 …

B: 5483. A: 5483. So that’s 020 9422 5483. B: That’s right. Could you ask him to call me back? It’s very urgent. A: I’ll give him the message. B: Thank you very much. Goodbye. A: Goodbye. (source: Mascull, B, Business Vocabulary in Use, Cambridge University Press, 2006) Finish the sentence by choosing the correct words and writing them into the empty boxes. 1. He’s not in his office at the moment, __________ ______________ _____________ ___________ _______? take / can / your / message / I / a / please 2. She’ll be back in the office this afternoon, __________ ____________ _________ ______________ _________ ? later / call / can / back / you / soon / message 3. Can I speak to June Wilkinson please? __________ ____________ _________ ______________ _________ _________. meeting / afraid / I’m / she’s / a / in / at / on 4. Could you ask him to ring me back please? My number is 020 7558 4567. __________ , ____________ _________ ______________ _________ _________ _________ ________________. message / I’ll / sure / make / OK / gets / he / the / an / on

2.3. Checking information 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! During telephone conversations it is very important to check important information in order to make sure what you get is correct. It's better to ask for help or clarification than to pretend you understand something that you didn't. When asking for clarifications or repetitions we can use the following phrases: Sorry, I didn’t get that. Could you speak more slowly, please? Sorry, I can’t hear you. The line is very bad today. Could you speak up, please? Could you repeat that, please? Is that one M or two? Could you spell that please?/ Would you mind spelling that for me, please? When confirming information we can use the following phrases: So, that’s... That’s right. Right. Ok. I understand. Sample telephone conversations A: My name’s Nicholls. B: Sorry, I didn’t get that. Could you speak more slowly, please? A: I’m sorry. My – name- is – Nicholls. B: Is that one L or two? A: Two. N-I-C-H-O-double L-S. The company is Goodwood. B: Can you spell that please? A: I’m calling from Bendrix in London. B: Can you repeat that, please?

A: Yes, it’s Bendrix. (source: Mascull, B, Business Vocabulary in Use, Cambridge University Press, 2006)

2.4. Appointments The following phrases can be used when making or arranging an appointment, confirming or declining arrangements and suggesting alternatives . Note the varying levels of formality involved in these exchanges. Making an appointment  I’d like to arrange an appointment. 

Could we meet some time soon?



When could we meet?



When could I see you?



What time would suit you?



When is convenient for you?



Would next Wednesday be OK?



Would . . . (day) at. . . (time) suit you/be okay?



Can you manage . . . (day) at. . . (time)?



Could you make it after four?

Confirming arrangements that suits me fine.  Yes, that would be fine. that's fine. Declining arrangements and suggesting alternatives  I'm afraid I won't be in the office on . . . (day). 

I'm sorry, but. . . (day/time) doesn't suit me at all.



I'm afraid I can't manage/make . . . (day/time).



Can you manage . . . (day) at. . . (time)?



I could make it on . . . (day) at. . . (time).



How about. . . (day/time)?



Shall we say ..... (day) at .... (time)?

Thanking  Well, thank you very much for your help. 

Well, thanks for the information.



I'm much obliged to you. (formal)



I'm very grateful for your assistance. (formal)



Well, thanks a lot. (informal)

Responding to thanks  Not at all. 

Don't mention it.



You're welcome.

Ending the call  Meeting you next week, then.  

I look forward to seeing/hearing from/meeting you/ receiving the contract by fax. See you/speak to you soon, (informal)



Thanks for calling.



Goodbye/Bye

Finish the sentence with the correct phrase. 1. I’d like to ___________ an appointment. A arrange B have C do D save 2. I could ________ it after four. A take B fake C get D make 3. Let’s meet next Wednesday… shall we _____ 4.15?

A arrange B say C suggest D see 4. Would next _________ be OK? A day B morning C week D afternoon Sample telephone conversations Michelle: Mr Hibberd’s office! Peter: Hello, can I speak to Brian Hibberd, please? Michelle: I’m afraid he’s in a meeting until lunchtime. Can I take a message? Peter: Well, I’d like to arrange an appointment to see him, please. It’s Peter Jeferson here. Michelle: Could you hold on for a minute, Mr Jeferson. I’ll just look in the diary. So when’s convenient for you? Peter: Some time next week if possible. I gather he’s away the following week. Michelle: Yes, that’s right, he’s on holiday for a fortnight. Peter: Well, I need to see him before he goes away. So would next Wednesday be okay? Michelle: Wednesday …let me see … he’s out of the office all morning. But he’s free in the afternoon, after about three. Peter: Three o’clock is difficult. But I could make it after four. Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd’s office? Peter: Yes, that sounds fine. Thanks very much. Michelle: Okay, then. Bye. (source: http://www.bbc.co.uk/worldservice/learningenglish/business/

2.5. Wrong numbers Useful Phrases 

You must have the wrong number.

     

I’m sorry, you’ve got the wrong number. Is that not 556 8790? No, it’s 555 8790. Sorry about that. Sorry to have troubled you. I must have dialed the wrong number

Sample telephone conversations Male: Hello, this is the press office. Michelle: Rachel Allsop please. Male: I’m sorry, you must have the wrong number. There’s no one of that name here. Michelle: Oh. Can I check the number I’ve got…. is that not 5568790? Male: No, it’s 5558790. Michelle: Oh sorry about that. I must have dialled the wrong number. Male: No problem! Bye! Male: Hello, press office, can I help you? Ruth: Hello. Paul Richards, please. Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and put you through. In future his direct number is 5558770. Ruth: Did I not dial that? Male: No you rang 5558790. Ruth: Oh, sorry to have troubled you. Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension. Ruth: Thanks. (source: http://www.bbc.co.uk/worldservice/learningenglish/business/) IV. Choose the correct word to complete the sentence. 1. You ______ have the wrong number. A should B would C must D can

2. His _______ number is 998922. A straight B direct C certain D sure 3. I'm ________ to have troubled you. A upset B apologise C sorry D sad 4. I'm sorry, you've _______ the wrong number. A. got B. had C. have D. put

2.6.

Bookings

Useful Phrases:          

I’d like to enquire about flights to …/I’d like to enquire about your room availability. I’d like to book a hotel room. I’d like to book a flight to … I’d like to make a reservation for two people on a flight to ... Could you check if the hotel has any rooms free? Could you tell me if there are any flights available to … (destination), on … (date)? Do you mind if I book it provisionally? How much is it?/ How much will that be? Could you tell me the price?/ Could you tell me how much that is? I’ll call you back later to confirm.

Note: The regular verb enquire (BE), inquire (AE) is usually used with the preposition about, and means to request information. The corresponding noun enquiry (BE)/ inquiry (AE), can be used in verb phrases with make (to make an enquiry). Sample telephone conversations Dolores: Hello! Dolores speaking… Tim: Ah yes, hello. I’d like to enquire about flights to Hong Kong from Kennedy Airport in New York, please. I’m of to a conference at the end of the month - Thursday 22nd until Tuesday 27th. Could you tell me about the flight availability and prices? Dolores: Certainly. Do you want to go economy, business or first class? Tim: Well, I’d like to go first class, but unfortunately I’ll have to go economy company rules, you see. Dolores: Yes, sure, I understand. How many of you will be traveling? Tim: Ah, it’s just me. Dolores: Okay, so that’s one seat … economy … New York Kennedy to Hong Kong Airport. Tim: And how much will that be? Dolores Let me see … to qualify for the discount rate, you need to stay over a Saturday, which you are doing … Yes, that’ll be $830. Tim: Right, and does that include airport tax? Dolores: No, tax is another $70 on top of that. Tim: Okay. Can I book that, then? Dolores: Certainly. Dolores: Can I help you with anything else? Tim: Yes, I’d like to book a hotel room too, for the full five nights. Could you check if the Regency Hotel has any rooms free? Dolores: Yes, they do. Tim: And is there a discount rate for conference delegates? Dolores: Yes, there is. I think it’s 10% but I can check that for you. Tim: Okay, do you mind if I book it provisionally for now and I’ll call you back later to confirm? I just need to check one or two details.

Dolores: That’s fine, sir. Can I help you with anything else? Tim: No, that’s all for now. As I said, I’ll call you back. (source: http://www.bbc.co.uk/worldservice/learningenglish/business/ A:

Globe Travel Agency. Good morning. My name’s Annabele Davies. May I help you? B: Hello. I’d like to make a reservation for three people on a flight from London to Sydney next month. A: Yes, of course. Can I have your name and telephone number before we start, please? B: Yes, it’s Domnic Lafontaine L-A-F-O-N-T-A-I-N-E and my office number is 0040152349883. A: Thank you. Now, how many people are travelling and what are your dates? B: Three of us are going, and we have to leave London on the 11th of June, returning on the 30th. We don’t really mind if the flights are not direct. A: I see. Well, I’ll just check … Now, British Airways and Qantas Flights are direct. I see that if you want to return on the 30th of June the price with BA is $889, but if you could come back on the 28th of June the return fare would be $650. B: And what about with Qantas. A: Well, mmm… it looks rather similar to them, too. There seems to be less availability with a return date of the 30th of June. I know that Virgin Atlantic flights stop over in Kuala Lumpur, and they may have more availability. Shall I look into it and give you a ring back once I’ve got all the details? B: Oh, that would be good, yes please. A: Let me just confirm your number. I’ve got 0040152349883, Domnic Lafontaine. B: That’s it, I look forward to hearing from you soon. A: Yes, I’ll call back within an hour. Goodbye. (source: Naterop, B.J: Telephoning in English, Cambridge University Press, 2004) Finish the sentence with the correct phrase. 1.

I’d like to

___________ about flights.

A find B enquire C question you D tell me 2.

Tax is $50 on ________ of that.

A plus B end C bottom D top 3. I’d like to book a hotel room ___________. A proficiently B provisionally C professionally D prescriptively 4. I’ll call you back later to ___________. A speak B assure C confirm D certify

2.7. Enquiries about products A B A B A C B C B C B

C B C

Galaxy Computer Supplies. Overseas Sales Department, please. The lines are busy. Will you hold? Yes. The line's free now. I'll put you through. Overseas Sales. Lynne Noon speaking. Good morning. I'm interested in your firesafe cabinets. Do you have a sales office in Spain? I'm afraid we don't, but I can arrange for a sales visit from our agent. No, no. That's not necessary. Could you quote me a price for 20 BZ11 cabinets, CIF Cadiz? May I have your name? Yes, it's Jose Rosales. That's J-O-S-E, R-O-S-A-L-E-S and my fax number is nine one, that's the code for Madrid, four three zero, six six eight seven. Could you read that back to me? Nine one four three oh, double six eight seven. And what company are you with, Mr Rosales? EVP. EVP. Right. I'll work out the price and fax a quotation through immediately.

B Thank you very much. Good bye. (source: Hollett, V, Business Objectives, Oxford University Press, 1991)

Receptionist: Eastern Computers. Good morning. Maggie Redwood: Hello. Can I speak to Takumi Kiyama, please? R: Hold the line while I connect you, please. TK: Hello. Takumi Kiyama speaking. MR: Hello. This is Maggie Redwood. How are you? TK: Oh, hello Maggie. I’m fine, thank you, and you? MR: Just fine, thanks. Now, I’m calling because I’d like you to give me a price, please. TK: Of course. What is it? MR: I’m trying to do some costings and I need to know how much your XJ 33 power supplies are. I’ve looked at your website but I can’t find the informaytion there. TK: It depends how many you would be ordering. MR: The first order would be for 1,000. TK: Hold on for a moment, while I get the prices up on my screen. ... yes, for 1,000 the price would be $29.50 each. That’s not much more than the XJ25 that you’re using at the moment. MR: Yes, that’s right. Anyway, I’m still doing the costings now, so I’m not quite ready to place an order yet. I’ll be in touch when I’m ready to make a firm order. TK: Good. Now, while you’re on the phone can I tell you about one of the products we’ve been developing, which you might find very useful? The XJ M44 is a power supply for use in notebook computers. MR: Sounds interesting. Can you send me a sample for testing, then? TK: I’d be glad to. I’ll confirm this by email later. Is that all for now? MR: Yes, I think So. Bye. TK: Thanks for calling. Bye. (source: Naterop, B.J: Telephoning in English, Cambridge University Press, 2004)

Receptionist: Good morning. Motor Systems UK. Can I help you? Nick Sheridan: Good morning. I’m phoning from Star Cars International. I’d like to speak to someone about an order. R: Right. I’ll put you through to the Customer Services Department.

NS: Thank you. Mark Wheeler: Mark Wheeler speaking. Hello. NS: Good morning Mr Wheeler. This is Nick Sheridan from Car Stars International. I’d be grateful if you could bring our order forward as we need the parts more urgently than we thought. Can you help? MW: Possibly... can you give me the order number, then I can check? NS: Er... yes, it’s 432784/089. MW: Hold on a moment, while I get it up on my screen. Oh, yes, I see 432784/089. Tou ordered 60 QP pump motors and a series of spare parts. NS: That’s right. Would you be able to bring forward the delivery date to October? MW: Er... October, and you originally wanted the order by the end of the year. That may be difficult, as we’re very busy at the moment. I’ll see what I can do. Can I ring you back, Mr ... NS: Sheridan. Yes, please. Call me back as soon as you can. MW: Could you give me your phone number? Or is it the one on the order? NS: Well, that’s the main office number, but my direct line is 0040765345881. MW: Ok, I got that. I’ll get back to you by tomorrow at the latest. NS: Thank you very much. I’d appreciate anything you can do. Goodbye. (source: Naterop, B.J: Telephoning in English, Cambridge University Press, 2004)

3. Orders A B A C B C B D B D B D B D B D

Galaxy Computer Supplies. Extension 143, please. Hold on. Overseas Sales. Could I speak to Mary Thatcher, please? Who's calling, please? Marcel Dupont of RGF France. Mary Thatcher. Hello. This is Marcel Dupont of RGF. I'd like to place an order. Certainly Monsieur Dupont. Go ahead. I'd like six photoconductor units, reference number seven six nine oh five, A stroke K. Do you have them in stock? Yes, we do. Anything else? No, that's all. This is an urgent order. OK. We'll send them straight away. Could you confirm this in writing please, Monsieur Dupont? Of course. Thank you very much.

B Good bye. (source: Hollett, V, Business Objectives, Oxford University Press, 1991)

A: Jennifer Sato speaking. B: Hello Jennifer. It’s Serge Duval from BGX Computers. A: Hello, Serge. How nice to hear from you again. How can I help? B: Well, you’ll remember we spoke the other day about the price you could give me for 1,000 25 CM hard drives. A: Yes, of course. B: Well, we’re ready to place the order now but instead of 1,000 we now need 1,500 of them, and we need them really quite urgently. A: I see. I just need to check the stock situation. Hold on ... yes, that’s no problem we’ve got plenty in stock. We can dispatch them later this week and send them by air freight, so you should have them early next week. B: Good. The other thing I wanted to discuss was the price. You said $89 a piece, didn’t you? A: Yes, I did. B: But that was the price you gave me for 1,000. I was hoping you could reduce it for 1,500. A: Well, I can ofer you $88 each provided the account is settled immediately by bank transfer, rather than waiting for your monthly account to be paid. B: OK, that sounds reasonable. I can arrange that now. Does that include insurance and delivery by air freight? A: Oh, yes, it’s all included. B: Right. In that case it’s a firm order. A: OK. I’ll send you an email with confirmation of the details of the order and the amount to be transferred. And I’ll make sure the order is dispatched as fast as possible. B: Thank you very much. A: OK. I’ll confirm everything now. Thanks for calling. Bye. (source: Naterop, B.J: Telephoning in English, Cambridge University Press, 2004) Language focus: level of formality An important 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: Ex: Could I speak to Jason Roberts, please? Can I take a message? Would next Wednesday be okay? You should also use please and thank you or 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 you etc. But it's also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like okay and bye - in other words - everyday English! So phrases like I'm of 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. Bibliography: 1. Brieger, N and Comfort, J: Language Reference for Business English, Prentice Hall International, 1992 2. Mascull, B: Business Vocabulary in Use, Cambridge University Press, 2006 3. Naterop, B.J: Telephoning in English, Cambridge University Press, 2004 4. http://www.bbc.co.uk/worldservice/learningenglish/busine ss/ 5. Hollett, V: Business Objectives, Oxford University Press, 1991 6. Hollinger, A: Test Your Business English Vocabulary, Teora, 2004 7. Irvine, Mark and Marion Cadman: Commercially Speaking, Oxford University Press, 1999