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Receiving and Making Calls

The document provides guidance on receiving and making phone calls, including answering calls, requesting the caller's identity, asking the caller to hold, connecting the caller, making calls, identifying yourself, taking messages, making social appointments, confirming appointments, and cancelling appointments. It includes sample dialogues and phrases to use in different call situations.

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arfahregar
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77 views24 pages

Receiving and Making Calls

The document provides guidance on receiving and making phone calls, including answering calls, requesting the caller's identity, asking the caller to hold, connecting the caller, making calls, identifying yourself, taking messages, making social appointments, confirming appointments, and cancelling appointments. It includes sample dialogues and phrases to use in different call situations.

Uploaded by

arfahregar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Receiving and Making

Calls
Receiving and Making
Calls
Receiving Calls
You say: Good morning, Good Afternoon? Hello?

Montreal Hospital Can I help you?


Red Lion Ltd May I help you?
Requesting Identity
You say: Whos calling, please?
Whos speaking, please?
Can I have your name, please?
May I ask whos calling?
Who shall I say is calling?

You hear: This is Mr. Dupont


Pierre Hammer speaking
Asking the Caller to Hold
You say: Hold the line, please Ill call her
Hold on, please Ill see if hes free

One moment ,please Shell be here in


a few minutes.

Just a moment, please. Hes coming


now
........... Ill get him for you
........... Shell be with you
right away.
You hear: Ill hold
Connecting the Caller

Ill put you through to the Assistant Director


Ill connect you with .....
Im putting you through....
Making Calls
You say:
May I speak to Mr. Bates, please?
Id like to speak to the manager, please?
Could I speak to to Mrs. Jean, please?
Can I have the Health Department, please?
Put me through to the customer service,
please?
You know the person or
service you want
You say:
Hello, is that the Jean- Paul clinic?
John Godfrey in?
that 987 65 09?
your father in?
Rita there?
Garuda Airlines?
986 54 30?
Identifying yourself
You want to give your name or the name of your
employer or firm in answer to a request for
identity
You hear: Whos calling, please?

You say: This is Pierro Guzi


William Fitzgerald
Barbara James
Im calling on behalf of Mr. Humprey
Pierre Hammer speaking
The Mid-West Hospital callinh

If you donot wish to give your name.


You can say.....
Its a personal call
Taking Messages
You say:
Can I take a message?
May I take a message?
Would you like to leave a
message?
Can I ask you to call her?
Can I give him a message?
You hear:
No, thank you. Ill call back later
Yes, would you let him know that I called?
This is Hans.
You say:
Of course, can I have your name and number,
please?
Certainly, where can he contact you?
Yes, what number are you calling from?
we already have your number.

You hear:
This is maria, and my numbers 987 62 68
Exercise
Complete the following dialogues
R: Good morning. Singapore Hospital
C: Good morning.________ to Dr. Clark, please?
R: _______.Dr.Clark is attending the meeting at
present.
C: Oh when _______?
R: He _____back on 15th October. Can_____
C: No, thank you. Ill __________ later.
R: Hello. 7665 34 57
C: Hello _____ Simon Jackson. Is Gildert _____?
R: Oh what ____. Gildert just _____
C: Oh I _____. Do you know _______hell be?
R: He should _______. Can I _____ call you?
C: Yes, could he call me _____? Ill _________
876 40 52 all day.
R: ______, Ill _____ to phone you as ______
he comes in.
Create a conversation via
telephone using the
following sequence:
1. Ask to speak to some one
2. Say the person is absent
3. Ask when the person will be back
4. Say when the person will be back. Ask to
take a message.
5. Leave a message
Appointments
Social Appointments
Making Calls
You want to make an appointment with a friend
You say....
Hello
Hi This is Bill Can we have lunch together
today?
Henry here. Do you have 15 minutes to spare?
Bella speaking. When are you free?
When can I see you?
Are you free for dinner tonight?
You hear....
No, Im affraid Im not free, today.
Yes, Im free for lunch. Where shall we meet?

You say......
At your office at 1.00 Is that ok?
What about my house at 7.00
What about Chequers Restaurant in 15
minutes All right?
Ill meet you at the Maply street arround
12.30
Making calls
Making an appointment
You say...
Good morning This is Dr. Haines
Good afternoon Im calling on behalf of Dr.
Martinet
Hello
Id like to make an appointment with Dr. Barry
I want to with the Personnel Manager
Could I
Would it be possible.
You hear....
Hold on a moment please, Ill check his diary
Is 3.00 tomorrow all right?

You say.....
Yes thats fine
all right
O.K
Perfect
You say....
Im sorry 3.00 isnt suitable
Im affraid thats too early
No. 3.00 is too late
Oh dear, Im not free then
I cant make it at 3.00
What about 3.30?
Is 6.30 all right for you?
Confirming an
You say....
appointment
Good morning. This is Mrs. Haines
Im calling to confirm Mr. Jean appointment with
the doctor on Thursday 27 November at 9.00

Id like to confirm my appointment with the


dentist tomorrow afternoon

You say.....
One moment please. Ill check the diary.
Cancelling an
appointment
You say.....
Good morning . This is Mr. Haines
Im terribly sorry but I have to break
my appointment
Im affraid I must cancel Mr. Catos at
10.30
Im sorry I have to.....
Im sorry, but Im not going to be able
to keep/ make my appointment
You say...
Oh I see,. Who was the appointment with?
You say....
With Mrs. Mark
Role Play
With a partner practice conversation
using the following situations:
1.Making an appointment with the
doctor
2.Making lunch appointment
3.Cancelling an appointment with
Dr. Haily

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