BUSINESS
TELEPHONE
1. Transfering a call
You are a switchboard operataor,
you are in charge of transfering
calls.
TIPS
•Always identify yourself and your
company.
•Ask who is calling, note down
names if necessary.
•Say to hold on
•Say you are transfering the call
A model conversation:
Riiiiiiiiing!!!!!
Hi! Could I speak to Mr.
Lopez, please?
This is Martjin
Vraussftung, from IT&T
Of course, M-a-r-t-j-i-n
(next word) V-r-a-u-s-s-ft-u-n-g
Good morning! LTD
Company, Rose Johnes
speaking. How can I help
you?
Who ‘s calling, please?
Could you spell that,
please?
Let me read that back to
you:…. Correct? O.K, Hold on
a minute…Putting you
through.
TASK1:Copy the expressions from the conversation and try to think of other
options to say the same
MODEL CONVERSATION
Answering:
Ask for someone:
Ask name:
Say name:
Ask to spell:
Check spelling:
Transfering a call:
Putting someone on hold:
OTHER EXPRESSIONS
TASK 2: ROLE PLAY A PHONE CALL
You work for the” hotel Princetown” in
England, You are in charge of the
switchboard.
1. Answer the phone.
2. Note down name, number and email of the person calling.
3. Transfer the call.
Phonecall record
Caller’s name: _____________________
Caller’s phone #: ___________________
Caller’s e-mail: ____________________
Call trasnsfered to: _________________
You are … (invent a
difficult name),
You want to speak to
Mr. Gonzalez.
Tip: when role playing a phone call
allways sit back to back, it will make
it more realistic as when you are on
the phone you can’t see people’s
faces and this is the main difficulty
2. TAKING A MESSAGE
You are a Personal Assistant in a
company. You are in charge of
taking phone messages for your
Boss, who is not inn.
TIPS
•Identify you and your company
•Identify the caller.
•Say the reason for your boss’s
unavailability.
•Offer to take a message.
•Note down the message.
•Say you will pass it on asap.
Model conversation
A: LTD Ltd. Mar Lluc
speaking. May I help you?
A: I am sorry, but Mr. Daniels is in
a meeting at the moment. May I
take a message?
A: Ok, Let me note it down…
Could you spell your name
please?
A: all right. Let me read that back to you:
Your name is Francesco Motta, with
double t, and you have sent a draft of
the contract for computer maintenance.
Sorry, what is the name of your co.?
A: Ok, thank you very much.
I’ll make sure he gets the
message. Good bye!
B: Hi! This is Francesco Motta, from
Systems Co. I’d like to speak to Mr
Daniels, please
B: It is about our contract for computer
maintenance, I have sent a draft to his mail
and I wanted to make sure he got it.
B: F-R-A…
B: I work for Systems Co. I
am the Sales Manager.
B: Thanks a lot. Good
Bye.
TASK 1. complete the call registry
Calls registry.
Date: ___________
Caller’s name_________________________________________
Phone #: ____________________________________________
Subject: _____________________________________________
____________________________________________________
____________________________________________________
Actions to take: _______________________________________
____________________________________________________
____________________________________________________
TASK 2:Copy the expressions in the conversation and
try to think of other options to say the same
MODEL CONVERSATION
Answering: XXX Co. XX Speaking. May I help you?
Saying the person is not in:
Offering to take a message:
Saying what is your message:
Say you are writing:
Checking the message:
Saying who do you work for:
Saying you will give the message:
OTHER EXPRESSIONS
TASK 3. role play a conversation
You are the P.A of Mr Ross.
Answer the phone and take
the message.
Calls registry.
Date: ___________
Caller’s name_________________________________________
Phone #: ____________________________________________
Subject: _____________________________________________
____________________________________________________
____________________________________________________
Actions to take: _______________________________________
____________________________________________________
Ask for Mr. Ross. Invent
a reason for your call.
Leave a message.
Practice: Leaving a Message
Student A:
You want to speak to Ms Braun about your
account with her company, W&W. If Ms
Braun isn't in the office, leave the following
information:
Your name
Telephone number: 347-8910 (or use your
own)
Calling about changing conditions of your
contract with W&W
You can be reached until 5 o'clock at the above
number. If Ms Braun calls after 5 o'clock,
she should call 458-2416
Student B:
You are a receptionist at W&W. Student A
would like to speak to Ms Braun, but she is
out of the office.
Take a message and make sure you get the
following information:
Name and telephone number - ask student A
to spell the surname
Message student A would like to leave for
Ms Braun
How late Ms Braun can call student A at the
given telephone number
Calls registry.
Date: ___________
Caller’s name_________________________________________
Phone #: ____________________________________________
Subject: _____________________________________________
____________________________________________________
____________________________________________________
Actions to take: _______________________________________
____________________________________________________
telephoning
Answering the phone
• Good morning/afternoon/evening, York
Enterprises, Elizabeth Jones speaking.
• Who's calling, please?
Introducing yourself
• This is Paul Smith speaking.
• Hello, this is Paul Smith from Speakspeak
International.
Asking for someone
• Could I speak to John Martin, please?
• I'd like to speak to John Martin, please.
• Could you put me through to John Martin,
please?
• Could I speak to someone who …
Explaining
• I'm afraid Mr Martin isn't in at the moment.
• I'm sorry, he's in a meeting at the moment.
• I'm afraid he's on another line at the
moment.
Putting someone on hold
• Just a moment, please.
• Could you hold the line, please?
• Hold the line, please.
Problems
• I'm sorry, I don't understand. Could you
repeat that, please?
• I'm sorry, I can't hear you very well. Could
you speak up a little, please?
• I'm afraid you've got the wrong number.
• I've tried to get through several times but
it's always engaged.
• Could you spell that, please?
Putting someone through
• One moment, please. I'll see if Mr Jones is
available.
• I'll put you through.
• I'll connect you.
• I'm connecting you now.
Taking a message
• Can I take a message?
• Would you like to leave a message?
• Can I give him/her a message?
• I'll tell Mr Jones that you called
• I'll ask him/her to call you as soon as
possible.
3. Taking room reservations
You are a receptionist at a
hotel desk, you are in
charge of taking room
reservations
TIPS
• Make sure you have all the
information about the
hotel.
• Note down the reservation
data and check that it is
correct
Model conversation
R: Good afternoon, Merrington
Hotel, How can I help you?
R. Would you like a single, double, twin or
suite?
R: Let me check if we have anything available…
yes, we have a twin available. Would you like full
board, half board or only breakfast?
R: Of course.
R: Yes sir, they do.
R: In the twin rooms there are showers, sir.
C: Hi! I’d like to book a room for 2
nights for next weekend.
C: A twin, please.
C: Half board, please, but, is it possible to have
dinner instead of lunch?
C: One more question, Do the rooms have air
conditioning?
C: And one more thing, is there a tub or a shower in
the bathroom?
C: Ok, that’s fine.
R: Could you please give me a contact
number, please?
C: Yes, it is 657 89 08
R: Could you give me your full name,
please?
C: This is Andrei Luppude
R: All right. Let me read the information back to
you: You want a twin room for October 17th and
18th, with half board for dinner. Your number is
657 89 08 and your name Andrei Luppude. Is
that right?
R: thanks for calling. Good bye.
C: Yes, that’s correct. Thank you
very much..
C: Good bye
Task 1:
Note down vocabulary and expressions
Vocabulary: taking room reservations on the phone
Task 2: role play a room reservation
You are the recepcionist at
the Washington Hotel.
Answer any questions.
Take a room reservation
and fill up the form below.
Reservation number: 1345
Surname: _____________ Contact name: _______________
Arrival: _______________ Contact No. _________________
Nights: ______
Departure: ______________
Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Board: _________________________________
You want to book a room for
3 days in November. It is for 3
people. Ask if there is a
parking, if there is TV in the
rooms and the price of the
rooms. Say if you want full
board, half or just breakfast.
Role play: booking a room
A:
You are Mr/Ms.
Doupont. You want to
book a room for 2
people for October 31st.
You want to know how
much are the rooms, if
they have coffee and tea
facilities and if they are
having a Halloween
Party.
Room price: ___________
B:
You work for California Hotel. Fill up the
room reservation form below. Say that
you are not having a Halloween Party, but
that you can find information about any
parties in town. Twins cost 80€, doubles
85€.
Reservation number: 1345
Surname: _____________ Contact name:
_______________
Arrival: _______________ Contact No.
_________________
Nights: ______
Departure: ______________
Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Board: _________________________________
Other: _________________________________
C: You are Mr/Ms. Sowards. You
want to book a room from
November 2nd to November 4th.
You need a single room. Ask if
there is a bar in the hotel and
what time it closes. You want
breakfast and dinner.
Room price: _______________
D: You work for K1 Hotel,
fill the form below. The
bar closes at 11 p.m.
Singles cost 75€
Reservation number: 1345
Surname:_________ Contact name: _________
Arrival: _______________ Contact No. _______
Nights: ______
Departure: ______________
Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Board: ________________________________
Other: __________________________________
E: You are Mr./Ms.
Sloterdjik. You need to
book a room for 3 for
December 24th and
25th. Ask if they do
anything special for
Christmas. Ask how
much would everything
be. Book or don’t book
the room.
Price: ____________
F: You work for the Sheraton
Hotel. There are no double
rooms available for the 24th
and 25th. Only a suit is left.
The suit costs 200€ and the
Christmas Party
50€/person.
Reservation number: 1345
Surname: ________ Contact name: ______
Arrival: __________ Contact No. _______
Nights: ______
Departure: ______________
Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Board: _________________________________
Other. __________________________________