TELEPHONE English

If the phone rings in English, don't be afraid to answer it! The fear of talking on the phone in a
second language will disappear if you practise often. The hardest part about using the phone in a
language that is not your own is the fact that you cannot see the other person's eyes, mouth and body
movements (body language). Although you might not be aware of it, in face-to-face conversation you
lip-read and watch for smiles, frowns and moving hands. Listening to someone on the telephone is like
doing a section from a taped recording in class. The only difference is that you have to talk back!
In this lesson we look at some of the words and expressions that we use for telephoning. There are
also some practice sessions and a quiz for you to check your understanding. And remember, practice
makes perfect! Ring, ring...

Telephone Terms
Here are some of the words and terms that we use to talk about telephoning.
answer to say "hello" into the phone when it rings

answering machine something that you can record a message on if the person you are calling
isn't home

busy signal a beeping sound that tells the caller that the other person is already on the
phone with someone else

call a telephone conversation; to telephone

caller the person who telephones

call back/phone back to call someone who called you first

call display a screen that shows you who is calling

cellular phone/cell phone a telephone that you can take with you away from your house; mobile
phone

cordless phone a phone that is not attached to the wall (you can walk short distances with
it at home or in the garden)

dial to press the buttons on the phone

dial tone the sound the phone makes when you pick it up

directory/phone book a book that alphabetically lists local phone numbers of people and
businesses

hang up to put the receiver down and end a call

operator a person who answers telephone-related questions when you dial "0"

pager a small machine you wear that makes a noise (or vibrates) when someone
wants you to call them

phone a telephone; to telephone

phone booth/pay phone a place where you can pay to use a telephone in public

pick up to answer the phone

receiver the piece on the phone that you speak into and listen from

ring the sound a phone makes when somebody calls; to make that sound

ringer the sound-piece that alerts a person that a call is coming through
 Telephone Language
Here are some typical phrases that you can use in a telephone conversation.
Answering the phone  Hello? (informal)
 Thank you for calling Boyz Autobody. Jody speaking. How can I help
you?

 Doctor's office.

Introducing yourself  Hey George. It's Lisa calling. (informal)

 Hello, this is Julie Madison calling.
 Hi, it's Gerry from the dentist's office here.
 This is she.*

*The person answering says this if the caller does not recognize their voice.

Asking to speak with  Is Fred in? (informal)

someone  Is Jackson there, please? (informal)
 Can I talk to your sister? (informal)
 May I speak with Mr. Green, please?

 Would the doctor be in/available?

Connecting someone  Just a sec. I'll get him. (informal)

 Hang on one second. (informal)
 Please hold and I'll put you through to his office.
 One moment please.

 All of our operators are busy at this time. Please hold for the next
available person.

Making special  Could you please repeat that?

requests  Would you mind spelling that for me?
 Could you speak up a little please?
 Can you speak a little slower please. My English isn't very strong.
 Can you call me back? I think we have a bad connection.

 Can you please hold for a minute? I have another call.

Taking a message for  Sammy's not in. Who's this? (informal)

someone  I'm sorry, Lisa's not here at the moment. Can I ask who's calling?
 I'm afraid he's stepped out. Would you like to leave a message?
 He's on lunch right now. Who's calling please?
 He's busy right now. Can you call again later?
 I'll let him know you called.

 I'll make sure she gets the message.

Leaving a message  Yes, can you tell him his wife called, please.
with someone  No, that's okay, I'll call back later.
 Yes, it's James from Comp Inc. here. When do you expect her back in
the office?
 Thanks, could you ask him to call Brian when he gets in?
 Do you have a pen handy. I don't think he has my number.

 Thanks. My number is 222-3456, extension 12.

Confirming  Okay, I've got it all down.

information  Let me repeat that just to make sure.
 Did you say 555 Charles St.?
 You said your name was John, right?

 I'll make sure he gets the message.

Listening to an  Hello. You've reached 222-6789. Please leave a detailed message after
answering machine the beep. Thank you.
 Hi, this is Elizabeth. I'm sorry I'm not available to take your call at
this time. Leave me a message and I'll get back to you as soon as I
can.

 Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm,
Monday-Friday. Please call back during these hours, or leave a
message after the tone. If this is an emergency please call the hospital
at 333-7896.

Leaving a message on  Hey Michel. It's Yuka. Call me! (informal)

an answering machine  Hello, this is Ricardo calling for Luke. Could you please return my
call as soon as possible. My number is 334-5689. Thank you.

 Hello Maxwell. This is Marina from the doctor's office calling. I just
wanted to let you know that you're due for a check-up this month.
Please give us a ring/buzz whenever it's convenient.

Finishing a  Well, I guess I better get going. Talk to you soon.

conversation  Thanks for calling. Bye for now.
 I have to let you go now.
 I have another call coming through. I better run.
 I'm afraid that's my other line.

 I'll talk to you again soon. Bye.

Sometimes it is necessary to spell something over the telephone (for example a postal code or
name). Native English speakers often use a special alphabet when they spell over the phone.
Example: postal code B2V 3A8 = B as in Bravo, 2, V as in Victor, 3, A as in Alpha, 8.

A Alpha N November
B Bravo O Oscar
C Charlie P Papa
D Delta Q Quebec
E Echo R Romeo
F Foxtrot S Sierra
G Golf T Tango
H Hotel U Uniform
I India V Victor
J Juliet W Whisky
K Kilo X X-ray
L Lima Y Yankee
M Mike Z Zulu
 Telephone Tips
1. Speak slowly and clearly. Listening to someone speaking in a second language over the telephone
can be very challenging because you cannot see the person you are trying to hear. However, it may
be even more difficult for the person you are talking with to understand you. You may not realize
that your pronunciation isn't clear because your teacher and fellow students know and understand
you. Pay special attention to your weak areas (such as "r's" and "l's" or "b's" and "v's") when you
are on the phone. If you are nervous about using the phone in English, you may notice yourself
speaking very quickly. Practise or write down what you are going to say and take a few deep
breaths before you make a phone call.
2. Make sure you understand the other speaker. Don't pretend to understand everything you hear
over the telephone. Even native speakers ask each other to repeat and confirm information from
time to time. This is especially important if you are taking a message for someone else. Learn the
appropriate expressions that English speakers use when they don't hear something properly. Don't
be afraid to remind the person to slow down more than once. Keep your telephone in an area that is
away from other noise distractions such as a radio or television.
3. Practise with a friend. Ask another student to practise talking on the phone with you. You might
choose one night a week and take turns phoning each other at a certain time. Try to talk for at least
fifteen minutes. You can talk socially, or role play different scenarios in a business environment. If
you don't have access to a telephone, you can practise by setting two chairs up back to back. The
most important thing about practising telephone English is that you aren't able to see each other's
mouths. It is amazing how much people lip-read without realizing.
4. Use businesses and recordings. There are many ways to get free telephone English practice. After
business hours, you can call and listen to recorded messages. Write down what you hear the first
time, and then call back and check if your notes are accurate. Use the phone in your everyday life.
Call for a pizza delivery instead of going out to eat. Call a salon to book a hair appointment. You
can even phone the movie theatre to ask for the listings instead of using the newspaper. Some large
cities have free recordings you can call for information such as your daily horoscope or the
weather. (Make sure that you aren't going to get charged for these numbers first.) Some products
have free phone numbers on the packaging that you can call for information. Think of a question
you might want to ask and call the free number! For example, call the number on the back of the
cereal box and ask for coupons. You will have to give your name and address. Make sure you have
a pen handy so that you can repeat the information and check your comprehension.
5. Learn telephone etiquette (manners). The way that you speak to your best friend on the phone is
very different to the way you should speak to someone in a business setting. Many ESL speakers
make the mistake of being too direct on the telephone. It is possible that the person on the other
line will think that you are being rude on purpose if you don't use formal language in certain
situations. Sometimes just one word such as "could" or "may" is necessary in order to sound polite.
You should use the same modals you would use in a formal "face-to-face" situation. Take the time
to learn how to answer the phone and say goodbye in a polite manner, as well as all the various
ways one can start and end a conversation casually.
6. Practise dates and numbers. It only takes a short time to memorize English Phonetic Spelling,
but it is something that you will be able to use in any country. You should also practise saying
dates and numbers aloud. You and a friend can write out a list of dates and numbers and take turns
reading them over the phone to each other. Record what you hear. Swap papers the next day and
check your answers.

1. Telephone Conversations (examples)

1.
1. A: Hello!
B: May I speak to Mr. Stock, please?
A: Speaking.
B: Good morning, Mr. Stock.
A: Good morning, Mr. Brown.
2. A: Hello!
B: Could I speak to Mr. Dual?
 A: Who’s calling, please?
B: This is Mr. White from the Foreign Office.
A: Thank you. I’m putting you through.
D: Dual speaking.
3. A: Five-seven-three; one-nine-oh-four.
B: Good afternoon. Can I speak to Mr. Jones, please?
A: Sorry. Mr. Jones is on the other line. Will you wait, please?
B: All right.
A: Sorry to have kept you waiting. I’m putting Mr. Jones on the line.
B: Thank you.
4. A: Hello! May I speak to Mr. Roberts?
B: Sorry, sir. Mr. Roberts is not available. Is there any massage?
A: No, thank you. I’ll call back later.
B: Right. Good-bye
5. A: Good afternoon. I’d like to speak to Mr. Tate.
B: I’m afraid you’ve got the wrong number.
A: Oh, sorry to have troubled you.
B: That’s all right.
2.
R.: Good morning, TLC Ltd. How can I help you?
Caller: I'd like to speak to Mr du Perron, please.
R.: Who's speaking please?
Caller: This is Sheila Jones from Hardword Inc.
R.: I'm afraid that Mr du Perron is on another line at the moment. Would you like to hold or
can I take a message for you?
Caller: I'll hold, thank you.
R.: I'm afraid that Mr du Perron is still on the line. Would you like to leave a message?
Caller: Yes please. Could you tell him that Sheila Jones called about his latest order. Could he call me
back on 021 395 66 62 as soon as possible?
R.: Certainly. Can I just read that number back to you? 021 395 66 62.
Caller: That's right. Thank you for your help.
R.: Thank you for calling.

2. Getting People to Slow Down

One of the biggest problems is speed. Native speakers, especially business people, tend to speak
very quickly on the telephone. Here are some practical tips to get native speakers of English to slow
down!
 Immediately ask the person to speak slowly.
 When taking note of a name or important information, repeat each piece of information as the
person speaks. (This is an especially effective tool. By repeating each important piece of
information or each number or letter as the spell or give you a telephone number you
automatically slow the speaker down.)
 Do not say you have understood if you have not. Ask the person to repeat until you have
understood. (Remember that the other person needs to make himself/herself understood
and it is in his/her interest to make sure that you have understood. If you ask a person to
explain more than twice they will usually slow down.)
 If the person does not slow down begin speaking your own language! (A sentence or two of
 another language spoken quickly will remind the person that they are fortu nate because they
do not need to speak a different language to communicate. Used carefully, this exercise in
humbling the other speaker can be very effective. Just be sure to use it with colleagues and
not with a boss :-)!

Ineffective Communication
1 .Before you do this task discuss with your group mates the following topics:
 Are business calls usually rushed? How about social calls?
 Do business calls need any preparation? Why?
 How do people react when a caller is difficult to communicate with?

Pierre is from France. He works for Western Business Machines Company. He works in the
shipping department. At the moment, he is calling Maria Garcia at Alameda Hospital about the
late copying machine delivery. The receptionist at the hospital answers the phone.

Receptionist: Alameda Hospital.

Pierre: Hello, is uh ... (He looks for a piece of paper on his desk.)... is uh ... is Mr. somebody Garcia
there?
Receptionist: Um ... we have several Garcias here. Do you have a first name?
Pierre: Uh ... oh! Here it is! (He finds a piece of paper.) Maria Garcia.
Receptionist: Maria Garcia's not in right now. She will call you back.
Pierre: What?
Receptionist: She's out. She'll call you back later. (The receptionist begins to sound irritated.)
Pierre: (He is confused. He doesn't say anything.)
Receptionist: Do you want to leave a message?
Pierre: Uh... you see, uh ... she ordered some uh, copying machine, but I don't think that we ... we
delivered it, .and ...
Receptionist: Why don't you just tell me your name and number and she will call you back?
Pierre: What? Oh, my name is Pierre Dupont. My company is Western Business Machines.
Receptionist: Pierre Dupont, Western Machines ... okay ... give me your number. (The receptionist is
speaking quickly.)
Pierre: (He thinks to himself, "No, it's Western Business Machines". He doesn't say anything.)
Receptionist: Does she have your number? (The receptionist sounds impatient.)
Pierre: Oh, yes. Ah ... my number is 733-2084.
Receptionist: Okay. I'll give Ms. Garcia your message. Good-bye.
Pierre: Ah ... thank you. Good-bye. (Pierre hangs up. He thinks to himself, "Sometimes I hate
making phone calls".)

2. Can you explain:

 why the receptionist doesn't get the name of Pierre's company correctly;
 why the receptionist's voice started to sound irritated during the conversation;
 how Pierre could have improved the conversation
3. Act the conversation out correcting Pierre's mistakes. Be: prepared; brief; polite.
4. Now look at the next page. The following dialogue shows Pierre interacting more efficiently with the
receptionist. Study it. Have you done everything correctly when acting out the conversation? What
mistakes have you made?
Receptionist Alameda Hospital.
:
Pierre: Hello, this is Pierre Dupont from Western Pierre introduces himself and his
Business Machines. (He looks at a note on the company at the beginning of the
desk.) conversation. Pierre knows Maria
Could I speak to Maria Garcia? Garcia's name before he telephones.
Receptionist Maria Garcia? I'm afraid she's not in right
: now. Can I ...
Pierre: I'm sorry she's not ... ? Pierre interrupts to ask for focused
repetition when he doesn't understand
the phrase "She's not in right now".
Receptionist She's not in ... (She waits for Pierre to respond.) The receptionist repeats what she said
: before because Pierre guided her with a
She's out. She'll call you back. focused repetition question. Then she
says the same thing in a different way.
Pierre: She's out? ... Oh, I see. Uh ... will she be back Pierre holds his turn while he decides
today? what he wants to ask.
Receptionist Yes. She will be in the office later this
: afternoon.
Pierre: I see ... uh ... could I leave a message? Pierre holds his turn while he thinks of
the correct phrase "Could I leave a
message?"
Receptionist Sure. (She waits for Pierre to speak.)
:
Pierre: Please tell her I called about the copying machine Pierre knows the correct phrase to use
delivery. to leave a message. He doesn't try to give
a long message to the receptionist.
Receptionist ... the copying machine delivery ... The receptionist repeats Pierre's
: information as feedback that she
understands him.
Pierre: Uhmhmm... Pierre gives feedback that means:
"that's correct".
Receptionist Okay ... and what's your number?
:
Pierre: My number is 733-2084.
Receptionist 733-2084. All right. And what's the spelling
: of your last name?
Pierre: I'm sorry, could you speak more slowly? Pierre controls the receptionist's speech
asking her to slow down.
Receptionist Certainly. How do you spell your last name?
: (She speaks more slowly.)
Pierre: D-U-P-O-N-T
Receptionist All right, Mr. Dupont, and that was Western
: Machines Company ... I'll give Ms. Garcia
the message.
Pierre: Uh ... it's Western Business Machines. Pierre politely corrects the
receptionist's error.
Receptionist Oh, … I'm sorry. …Western Business
: Machines.
Pierre: Yes, that's right. Pierre gives feedback
Receptionist Okay, Mr. Dupont, I'll give her the message.
: Thank you for calling.
Pierre: Excuse me ... so ... she'll call me back this Pierre summarises what he understood.
afternoon?
Receptionist Yes, she should call you back before 5.00.
:
Pierre: Okay. Thank you. Good-bye.
Receptionist Good-bye.
:

Practice 1: Making an Appointment

Receptionist: Thank you for phoning Maple Dental Clinic. Sylvia ____________ . How can I help
you?

Thelma: Hi Sylvia. _________________Thelma Woods calling. How are you today?

Receptionist: I'm fine Mrs. Woods. How are you?

Thelma: Well, actually, I have a bit of a sore tooth. I was hoping Dr. Morris would have some
time to see me this week.

Receptionist: I'm __________________ he's booked this week. I can put you in for 2pm next
Tuesday. How does that sound?

Thelma: That would be great.

Receptionist: I'll have to give you the address of our new office.

Thelma: Oh, that's right, you moved.

Receptionist: Yes, we moved downtown. Do you have a ___________________?

Thelma: Could you hold on a __________________please. Okay, go ahead Sylvia.

Receptionist: Okay, we are at 723 Baltic Avenue. Suite 004.

Thelma: ________________spelling that for me?

Receptionist: Sure. That's seven-twenty-three Baltic - B____________A as in Alpha, L as in Lima,

T as in tango, I as in India, and C as in Charlie. And it's suite zero zero four.

Thelma: Okay great. I'll see you on Tuesday then.

Receptionist: Okay. ______________calling. See you then.

Thelma: Thanks. Bye.

Practice 2: Taking a Message

Leslie: _________________

Cameron: Hi, is this Leslie?

Leslie: Yes. ___________________?

Cameron: It's Cameron here. Is Maria _________________?

Leslie: No, she just _______________out for a moment. Can I take a message?

Cameron: Yes, thanks. _________________ask her to meet me at the Capitol 4 movie theatre at 7
pm tonight?

Leslie: Sure. Just let me write that down. Oh Cameron. Could you ____________for a second?
I have to take another call.

Cameron: No problem.

Leslie: Hi. Sorry about that. Now could you please ____________that information? I didn't
have a pen handy.

Cameron: Sure. It's the Capitol 4 theatre at 7 o'clock.

Leslie: Okay, I've got it. Is there anything else?

Cameron: No, that's great.

Leslie: Okay. Uh-oh, there's my other line again. I'd better ________________.

Cameron: Okay, thanks again. Bye for now.

Leslie: _____________________

Practice 3: Ordering a Pizza

Hostess: Pepi's Pizza. How can I ________________you?

Customer: Hi. I'd like to order a pizza please.

Hostess: Okay. I'll have to transfer your call to our take-out department.
___________________ moment please.

Recorded Thank you for calling Pepi's Pizza. All of our operators are busy
Message: ________________. Please hold for the next available person.

Take-out Clerk: Thank you for waiting. Naoko __________. Is this for take-out or delivery?

Customer: Delivery please.

Take-out Clerk: Can I have your name and address please?

Customer: My name is ...

Take-out Clerk: Sorry, it's really busy in here. Could you __________ a little please?

Customer: Oh, sure. This is Angie Smith. My address is number two Front Street.

Take-out Clerk: Is that an apartment or a house?

Customer: It's an apartment. Number seventeen.

Take-out Clerk: Okay. And what would you like to order today?

Customer: I'd like a large pepperoni pizza with mushrooms, olives and extra cheese.

Take-out Clerk: I'm sorry, my English isn't _____________. Could you slow down a little
please?

Customer: No problem. That's a large pizza.

Take-out Clerk: Large pizza. Okay.

Customer: And I'd like it with pepperoni and mushrooms.

Take-out Clerk: Pepperoni and mushrooms. Is there anything else?

Customer: Yes, olives and extra cheese please.

Take-out Clerk: Okay. I've ________________.

Customer: Great. And how long will that be?

Take-out Clerk: It will be about thirty minutes, Miss Smith.

Customer: And how much will it cost?

Take-out Clerk: Um--could you please ______________ while I check with the kitchen?

Customer: Don't worry about it. I have to go. I have another call. Thank you. Bye for now.

Take-out Clerk: Okay. Thanks for calling. Bye.

 Telephone Quiz
A. Choose the most appropriate answer.
1. Could I speak to Ms Johnson, please?
a) Hang up and I'll call you back.
b) Yes, I'll put you through.
c) No, I prefer to hang on, it's very important.
d) Yes, I'd like to speak to the person who deals with paying your suppliers, please.
2. Good afternoon. Can I help you?
a) Yes, I'd like to speak to the person who deals with paying your suppliers, please.
b) I'm afraid you seem to have the wrong number.
c) No, I prefer to hang on, it's very important.
d) Hang up and I'll call you back.
3. Is that Ojay and Simpson?
a) Well could you get him to call me back as soon as he gets in?
b) Yes, I'll put you through.
c) I'm afraid you seem to have the wrong number.
d) No, I prefer to hang on, it's very important.
4. I'm afraid he's out of the office and won't be back for an hour or so.
a) Well could you get him to call me back as soon as he gets in?
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) Yes, I'll put you through.
5. I could get him to call you back in a few minutes.
a) Yes, I'll put you through.
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) No, I prefer to hang on, it's very important.
6. There's a lot of noise on the line. Could you speak up?
a) Hang up and I'll call you back.
b) I'm afraid you seem to have the wrong number.
c) Yes, I'll put you through.
d) Well could you get him to call me back as soon as he gets in?

B. Complete the following sentences:

1 When you pick up the phone to call someone you hear _____________________.

2 If I'm not home leave a message on my ______________machine.

3 Sally must be talking to her mom because I have been getting a ____________for two hours.

4 I never answer my ________________while I'm driving.

5 Mark always turns his ___________________off when he is studying.

6 I'm busy right now. Can you _________________later.

7 You have to _____________________"0" for the operator.

8 I have a __________________so I can do the dishes and chat at the same time.

9 You will need a quarter or a phone card if you want to use the _______________.

10 I know it was my boyfriend who called because I have _________________.

 Telephone Quiz
A. Choose the most appropriate answer.
1. Could I speak to Ms Johnson, please?
a) Hang up and I'll call you back.
b) Yes, I'll put you through.
c) No, I prefer to hang on, it's very important.
d) Yes, I'd like to speak to the person who deals with paying your suppliers, please.
2. Good afternoon. Can I help you?
a) Yes, I'd like to speak to the person who deals with paying your suppliers, please.
b) I'm afraid you seem to have the wrong number.
c) No, I prefer to hang on, it's very important.
d) Hang up and I'll call you back.
3. Is that Ojay and Simpson?
a) Well could you get him to call me back as soon as he gets in?
b) Yes, I'll put you through.
c) I'm afraid you seem to have the wrong number.
d) No, I prefer to hang on, it's very important.
4. I'm afraid he's out of the office and won't be back for an hour or so.
a) Well could you get him to call me back as soon as he gets in?
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) Yes, I'll put you through.
5. I could get him to call you back in a few minutes.
a) Yes, I'll put you through.
b) I'm afraid you seem to have the wrong number.
c) Hang up and I'll call you back.
d) No, I prefer to hang on, it's very important.
6. There's a lot of noise on the line. Could you speak up?
a) Hang up and I'll call you back.
b) I'm afraid you seem to have the wrong number.
c) Yes, I'll put you through.
d) Well could you get him to call me back as soon as he gets in?

B. Complete the following sentences:

1 When you pick up the phone to call someone you hear _____________________.

2 If I'm not home leave a message on my ______________machine.

3 Sally must be talking to her mom because I have been getting a ____________for two hours.

4 I never answer my ________________while I'm driving.

5 Mark always turns his ___________________off when he is studying.

6 I'm busy right now. Can you _________________later.

7 You have to _____________________"0" for the operator.

8 I have a __________________so I can do the dishes and chat at the same time.

9 You will need a quarter or a phone card if you want to use the _______________.

10 I know it was my boyfriend who called because I have _________________.