LESSON 5,6 THE TELEPHONETELEPHONE EXPRESSION

Pre-learning

1. Do you think talking on the phone is easy particularly when it is conducted in English?

2. What seem to be the problems?3. When you answer the phone, what do you

have to say first?4. What kind of attitude do you think you have

to maintain when making a phone call?5. Can you give an example of ending a

conversation on the phone politely?

RECOGNIZING TELEPHONE EXPRESSIONS

Study the telephone expressions below. What do they mean? Discuss them with a partner!

Speaking Just a second. I’ll get a pen. Could you give me your name, please? It’s S-E-A-N. Lion Computers. Can I help you? I’ll put you through. The line is bad. The line is engaged.

GUESSING THE MISSING INFORMATION

Now try to guess what the missing information in the telephone conversations below! Use the telephone expressions in the previous slide!

Conversation 1

A: ______________________________?B: Could I speak to Roy Sinaga?A: ______________________________?B: My name is Sean Alex of MPC Computers.A: Sorry. Could you please spell your first name?B: _____________________.

GUESSING THE MISSING INFORMATION

Conversation 2

A: King Electronics. Can I help you?B: ______________________________?A: Just a moment. _________________.

sorry ____________________.B: Could I leave a message for him (Mr.

Brahman)?A:____________________.

THESE ARE MORE WORDS OR PHRASES CONNECTED WITH THE TELEPHONE. TRY TO MATCH EACH WORD OR PHRASE ON THE LEFT WITH THE CORRECT PHRASE ON THE RIGHT.

1. busy2. public phone box3. person who help you make a

phone call4. phone number you get by

mistake5. service you phone if you want to

find a phone number6. books of phone numbers7. very far8. not so busy time9. bad sound which makes it

difficult to hear10. prices11. part of the phone you speak into

and listen to

a) wrong numberb) directoryc) directory enquiriesd) off-peake) interferencef) engagedg) long-distanceh) call-boxi) operatorj) receiverk) rates

YOUR TURN

Make sentences using the words/phrases from the right side of the previous slide!a) wrong numberb) directoryc) directory enquiriesd) off-peake) interferencef) engagedg) long-distanceh) call-boxi) operatorj) receiverk) rates

TELEPHONING EXPRESSIONS: OUTGOING CALLS

Identifying yourselfMy name is __________Hello, this is __________ speaking Asking to speak to someoneCan I speak to ____, please?Can you put me through to ____, please?May I have extension number 13, please?

Giving further information / explaining the purpose of call

I am ringing to talk about ____.I am calling to let you know ____.

Showing understandingOh I see.Yes, I understand that.Alright, that’s okay.

Leaving a messageCould you give ____ a message?Could you ask ____ to call me when he gets back?Would you please tell ____ that I’ll call back

later?

ThankingThank you very much for your help.Well, thanks a lot for the information.I'm very grateful for your assistance.

Ending the callI look forward to seeing you soon.I look forward to hearing from you.Good bye.

TELEPHONING EXPRESSIONS: OUTGOING CALLSIdentifying your company

LP3I, Good morning.

Vetco, Good afternoon.

Identifying yourself when you pick up the phone

David

This is Jane.

Linda speaking

Helping the caller

May I help you?

Who would you like to speak to?

Which department is he in?

Asking for the caller's identificationWho’s speaking, please?Who’s calling, please?Which department are you from?

Connecting the callerJust a minute / moment / second, please.Hold on/ hang on, please.Hold the line, please/ I’ll put you through.

Explaining that someone is not availableI am afraid he is not available.I am sorry but he is in a meeting at the

moment.I am afraid his/her line is engaged. Do you want

to hold?

Alternative actionsCould you ring/phone/back later?Would you like to leave a message?Can I take a message?

Responding to thanksNot at all.Don’t mention it.You’re welcome.

Ending the callThanks for calling.Good bye.Bye.

MAKE A PHONE CALL

Kitty : Hello. May I speak to Jane, please?

Jane ’s mom: Who’s calling, please?

Kitty : It’s Kitty.

Jane’s mom: Just a minute, please. Jane, it’s for you.

LEAVE A MESSAGE

Answering machine: Hi. We’re not home right now. Please leave your

message!

Husband : Hi, honey. I’m in New York. I can’t get plane home

today. I'm sorry. See you tomorrow.

GET A WRONG NUMBER

Derry : Hello.Caller : Is Lydia there?Derry : Lydia? I think you have a wrong

number.Caller : Is this area code (021) 789-6283?Derry : No. it’s 6288.Caller : Oh. Sorry.

ROLE PLAY

Work with a partner.Write phone conversations to make a call,

leave a message, and call a wrong number.Present your role plays to the class.