Telephoning:Starting the Call

mybusinessenglish.commybusinessenglish.com

In this Video:ESSENTIAL PHRASES

GreetingsIntroducing yourself, your role and your company

Background

Small TalkPurpose

Answering

• Hello, ACX Consulting. How may I help you?

• Hello, ACX Consulting, Paul Lowe speaking. How may I help you?

• Hello, ACX Consulting, Paul Lowe speaking.

• Hello, Paul Lowe speaking.

• Hello, Paul Lowe.

• Paul Lowe.

• Lowe.

Best for normal office role.

Receptionist style - ‘public facing’

Boss style - little public contact

Receiver

Caller - greeting/introduction

• Hi Paul, my name’s (this is) Mike Cheng from RIB Engineering.

• Hi Paul, it’s Mike Cheng from RIB engineering.

• Hi Paul, it’s Mike from RIB.

• Hi Paul, it’s Mike (here).

• Hi Paul, Mike.

Don’t know the other person.

Know the person well.

Receiver Caller

Hello, Paul Lowe speaking.

If known - make small talk - ‘well-being’

• Robert Palmer speaking.

• How’re you going, Freda?

• Really good

• and what can I do for you today?

• Hi Robert, it’s Freda.

• I’m fine, Robert. You?

• I’m calling to ...

Receiver Caller

If known - make small talk - different places

• Robert Palmer speaking.

• What’s the weather like in Berlin, Freda?

• The sun’s out today for a change.

• Hi Rob, it’s Freda.

• Absolutely freezing, Rob. What about in Chicago?

• That’s great. Look Rob, I’m calling to...

Receiver Caller

Stating the Purpose

• Our company makes components for the auto industry and...

• I’m calling/ringing/phoning about (noun)

• I’m calling to + V

• I’d like to + V

• I was wondering if I/you could + V

And how can I help you today?

If more background or introduction needed

Receiver Caller

Two Examples

Example 1 - The speakers do know each other.

• John Truscott speaking.

• Jenny. How are you?

• Can’t complain. It’s a beautiful day - but how can I help you?

• Hi John. It’s Jenny from International Accounting.

• I’m pretty good, John. And you?

• I’m just calling to check if the documents arrived.

Receiver Caller

Example 2 - The speakers don’t know each other

• John Truscott speaking.

• Hello, Jenny. What can I do for you?

• Hi John. This is Jenny Strauss from International Finance.

• My company organises financial training for managers

• and I was wondering if you had a minute to discuss your training needs.

Receiver Caller

• Answer phone

• Ask how you can help.

• Introduce yourself

• (Give background)

• State Purpose

2 Structures - If speakers don’t know each other

• Answer phone

• Introduce yourself

• Give background

• State Purpose

Receiver Caller Receiver Caller

• Answer phone

• Small talk

• Ask how you can help.

• Greeting + name

• Small talk

• State Purpose

2 Structures - If speakers do know each other

• Answer phone

• Small talk

• Greeting + name

• Small talk

• State Purpose

Receiver Caller Receiver Caller

Review

VideosA for Alpha: Using the International Telephone Code

Telephoning: Keeping Control

mybusinessenglish.commybusinessenglish.com

mybusinessenglishYoutube channelmybusinessenglishYoutube channel