A beginner in learning English is not always able to understand the speech of a foreigner in live communication. What awaits him in a telephone conversation? After all, most native English speakers speak fluently and are not always legible. And if a newly-made foreign friend, at your request, slows down the pace of speech, such a trick will not work with business partners. ". But don't get upset ahead of time! We have prepared for you a selection of the most useful rules and phrases that will help you become more confident in communicating with foreign clients and partners.
Why follow the generally accepted rules in a business telephone conversation?
International telephone etiquette provides several rules that should be followed when answering incoming calls or making calls on behalf of the company. The most progressive companies follow these norms, taking care of their image. If you want to be a professional in the eyes of your partners and clients, it is simply necessary to follow the rules listed below.
Rule number 1. Follow intonation.
In live communication, we share information with each other using three channels: intonation, words and gestures. And if in a video conversation it makes sense to control all three channels, then in normal telephone mode - only two: intonation and words. intonation has b about greater influence on the interlocutor than words. It is she who creates the mood of your interlocutor and builds the first or next impression of you.
What is worth doing?
Smile while talking, show energy and enthusiasm in your voice. Intonation always gives out: it is very easy to understand how you are set up - positively or negatively. Your smile will help the interlocutor to verify the first.
What should not be done?
It is better to refuse from falling apart on a chair, states of "reclining", "half-sitting". In such positions of the body, the diaphragm changes its angle, and this, in turn, is reflected in the timbre of the voice. The interlocutor will be able to understand that you are lying and take it for disrespect, disinterest, and even complete indifference.
Rule number 2. Greet the caller and identify yourself
When you pick up the phone, be sure to say hello. The greeting may vary depending on the time of day. (good morning, goof afternoon, good evening) and can be multifunctional (hello). After that, you should introduce yourself, stating your name and the organization in which you work. Your appeal will sound something like this:
- Hello, my name is Ann Popova from KYZ Corporation. May I please speak with Ms. Jane Smith?
Rule number 3. Pick up the handset after the second ring (beep)
What any operator, secretary, administrator, etc. should strive for. Why after the second one? By picking up the phone in the first second, you can take the caller by surprise. In addition, you yourself need a couple of seconds to get distracted from the business that you were absorbed in before the call.
Pick up the phone from the second, maximum from the third call. After waiting 4-5 or more rings, the caller may not have the most favorable opinion about your company or simply lose patience. As a result, he will not believe in the belief that you are able to satisfy all his needs or solve problems.
Rule number 4. Clarify the possibility of a conversation (if you are calling)
When you call, ask if the partner or client can communicate with you right now. After all, everyone has plans, meetings, tasks, the time of which is calculated by the minute. Therefore, do not go straight to the point, but clarify the possibilities of the interlocutor or secretary about whether you can communicate with a certain person. You can do this with the following phrases:
- Could I speak to (name) please?
- May I speak to (name) please?
- Is John Bright available?
- Mr. John is not taking calls right now. Can I take a message?
- He is on the phone now. Can I have him call you back later?
- Please, hold, while I connect you to him.
- I am connecting you right now.
Rule number 5. Get to the point of the call as soon as possible
Avoid wasting time with meaningless lyrics or questions like "How's the weather?" or "Did you hear the latest news?" . Be concise and to the point.
But there is an exception to this rule. You can afford to ask a few questions to the interlocutor or chat on an interesting topic if warm friendly relations have developed between you for a long time.
- I "m phoning (calling, ringing) to find out if...
- I'm phoning (calling, ringing) to tell you that...
Rule number 6. Don't forget to say goodbye
Have you ever noticed how many people end a conversation by simply hanging up? Agree, it's annoying. When saying goodbye, check with the interlocutor if he has any other questions or requests. Got a "No" answer? Now you can thank for the call and say goodbye, wishing you a good day.
| Thanks for calling, Mr. James. Is there anything else I can help you with? |
| Be sure to contact me if you have any more problems. |
| Have a nice day. |
| Don't hesitate to call again. |
| Thank you for calling. Have a great day. |
3 mini-rules, following which you will improve the quality of communication with international partners and clients
- Adapt to the speed of the interlocutor's speech. A person who speaks slowly will find it difficult to catch the flow of thoughts of someone who speaks quickly.
- Don't use speakerphone (unless otherwise stated).
- Treat secretaries with respect. They also have some power and can influence the decision of their leadership.
Let's look at a few more relevant situations in which you need to know what to say to the interlocutor.
|
|
|
|
|
|
|
|
We wish you success in learning English! ;)
Many have to work telephone conversations in English. For some business phone conversation in english- a simple matter, but still for many talking on the phone in English- this is stress, especially until it has become a habit and has not become a routine.
Today we’ll talk about how to properly build a dialogue on the phone, pay attention to special vocabulary, arm ourselves with useful phrases for talking on the phone in English.
Let's start with the vocabulary that you need to know in order to feel more confident during a conversation.
Vocabulary for telephone conversations.
Types of phone calls:
|
Call at the expense of the subscriber |
|
|
local call |
|
|
A long-distance call / a trunk call |
long distance call |
|
Personal call |
|
|
urgent call |
Useful nouns:
Useful Verbs and Expressions
|
Answer a call / Pick up |
Pick up the phone |
|
Request a call |
|
|
Call / phone / ring up |
call |
|
connect / put through |
call |
|
Cut off / disconnect |
Disconnect |
|
Get someone over the phone |
Catch someone on the phone |
|
hang up |
|
|
Hold on / hold the line |
Wait by the phone |
|
Leave a message |
|
|
To make a call |
|
|
Find out / settle |
|
|
Speak over the phone |
Talking on the phone |
|
call back / phone back |
call back |
Let's move on to talking on the phone in English.
We answer the call.
When answering a call in English, you must tell the subscriber where he called and say hello. Phrase examples:
- Xcompany,goodmorning.– Company X, good morning.
- Green's office, can I help you?“Mr. Green’s office, how can I help you?”
- Sales department speaking.- Sales department in touch.
- John Green speaking. / This is John Smith. John Green is on the phone.
- JohnGreenhere. John Green is on the phone. (informal version)
If you are calling someone, in response to the greeting you need to introduce yourself and clarify the purpose of your call. This can be done in the following way.
- Good morning, Greg Smith speaking. I "d like to speak to Mr. Brown, please. — Good morning, Greg Smith speaking. I would like to speak to Mr. Brown.
- couldyouputmethroughtoMr.Brownplease? — Could you put me through to Mr. Brown, please?
- I'dliketospeaktoMr.Brownaboutdeliveries,please. – I would like to speak to Mr. Brown about supplies, please.
- I am (just) calling to inform you… I am (just) calling to inform you...
Imagine such a situation, you picked up the phone, but the person who the caller needs is temporarily absent. In a secondary case, you can use the phrases:
- Green has stepped away from his desk for a moment. I expect him back very shortly. Mr. Smith has just come out for a minute. He'll be back soon.
- He is not in the moment.- AT this moment he is not.
- He is not in just now.- He is not available at the moment.
- He is out of the office at the moment. — He left the office at the moment.
- He has left for the day. He left town for the day.
- I "m afraid he is out / away / off at the moment. Can I take a message? I'm afraid he's not available at the moment. What shall I tell to him?
- May I take a message?- May I receive a message?
- Would you like to leave a message? Would you like to leave information for him?
- MayIhavehimcallyou?– Tell him to call you back?
- I'lltellhimyoucalled.— I'll tell him you called.
- I'll have him to phone you. I'll tell him to call you back.
- I'll give him your message as soon as he gets back. I will give him your message as soon as he gets back.
- I'll ask him to give you a call. I will ask him to call you back.
If during the conversation you did not understand something, do not hesitate to ask again. This can be done using the following phrases.
- I'm sorry. Ididn'ttgetthename (number).— Sorry, I didn’t hear the name (phone number).
- Wouldyourepeatthatnumber,please?– Could you repeat the phone number?
- Wouldyouspellthatforme,please?– Could you spell it?
- Did you say...?- You said...?
- Let me repeat to make sure I understand what you said. Let me repeat myself to make sure I understand you correctly.
- I want to be sure that I have this right. I want to make sure that I understand you correctly.
- I"dliketobesurethatIunderstand. I would like to make sure that I understand you.
- That's... (repeat number or spelling the name), isn't it? - This is ... (repeating a number or surname), isn't it?
If during a conversation, you need to be distracted for a while, use the following phrases:
- Hold on just a moment, please.- Wait a minute by the phone.
- Ihaveanothercall;willyouholdon,please?- They call me on another phone, could you wait a minute?
- holdon;I'llbewithyouinamoment. Wait by the phone, please, I'll be back on the phone soon.
- Please hold on while I get that information. Thank you for waiting. – Please wait while I get the information. Thanks for waiting.
If you need to make an appointment by phone, you can say the following.
- I "m phoning to arrange a meeting. I'm calling to make an appointment.
- I'd like to see Mr. Jones. IshefreeonMonday? — I would like to meet Mr. Jones. Is he free on Monday?
- How about 2 o'clock?– How about 2 hours?
- Is he coming there soon? Will he be back soon?
- Are you meeting the clients tomorrow? Are you meeting with clients tomorrow?
- couldyoumanageMonday?- Can you do it on Monday?
- What about Tuesday?- How about Tuesday?
- Shall we say two o'clock?“Say, at 2 o’clock in the afternoon?”
- I'm sorry, I "m out all day. Sorry, I won't be there all day.
- Tuesday would be fine. Tuesday suits me
How to end a telephone conversation in English? Everything is simple!
- Thank you for calling, Mr. green. I'm glad I was able to help. Thank you for calling Mr Green. I was glad to help you.
- you"rewelcome,sir.goodbye.— Please, sir. Goodbye.
- I look forward to seeing you.- Looking forward to our meeting.
Telephone conversation in English. Dialogue examples.
Phone conversation 1.
Receptionist 1: Cassat Company. Can I help you?
Patrick: Yes, I would like to speak to Mr. Green please.
Receptionist 1: Do you have an extension for him?
Patrick: No, I don't, but I know he is in the delivery department.
Receptionist 1: Hold on, please. I "ll ring that department.
Patrick: Thank you.
Receptionist 2: Delivery department, Miss Elliot.
Patrick: Mr. Green please.
Receptionist 2: Mr. Green is on the other line at the moment. May I tell him who's calling?
Patrick: This is Patrick Brown. Mrs. Priesley suggested that I call him.
Receptionist 2: Will you hold on or would you like to leave a message?
Patrick: I'll hold on, thank you.
Mr. Green: Mr. Green speaking; can I help you?
Patrick: Yes, my name is Patrick Brown. A mutual friend of ours, Susan Priesley, referred me to you. I am interested in changing careers, and she thought you would be a valuable source of information for me.
Mr. Green: Mrs. Priesley, of course. How can I help you?
Patrick: I would like very much to come up and speak with you. Would you be willing to give me a few minutes of your time?
Mr. Green: Well, my schedule is a little tight. When were you thinking of meeting?
Patrick: Whenever it is convenient for you.
Mr. Green: Well, can you make it after five o'clock some day next week?
Patrick: Yes, I can.
Mr. Green: Fine, then how is 5:15, Wednesday, at my office?
Patrick: Next Wednesday at 5:15 is fine. Thank you very much, Mr. green.
Mr. Green: You "re welcome. Hold on - my secretary will give you directions.
Patrick: Thank you. See you Wednesday.
Phone conversation 2.
Switchboard: Company X. Can I help you?
Phillip: Could I speak to Mr. Brown, please?
Secretary: Just a moment, please. . . . I "m afraid of his line" s engaged.
Phillip: I'll hold, (music)
Switchboard: Sorry to keep you waiting, (music)
Secretary: Mr. Brown's office.
Phillip: Can I speak to Mr. Brown, please? This is Phillip Morris from Haxter Computers.
Secretary: I'm afraid he's in a meeting. Can I take a message?
Phillip: Yes. Could you ask him to call me back. My name is Phil Morris - M-O-R-R-I-S. My number is 308 2017 and my extension is 462.
Secretary: Phil Morris. 308-2170 extension 462
Phillip: No, 2017, not 2170. .
Secretary: Sorry, 308-2017 extension 462.
Phillip: That's right. I'll be in all the day.
Secretary: Right, thank you, Mr. Morris. goodbye. goodbye.
I hope these phrases for talking on the phone in English, as well as examples of dialogues, have helped you. Good luck in international telephone conversations!
A telephone conversation in English is the topic of this article, in which we will consider: how to introduce yourself correctly, how to call someone to the phone, ask again if something is not clear, report a connection interruption, give examples of expressions and common phrases with translation for business phone call.
Regular telephone conversation in English
Presentation options during a call:
A telephone conversation in English begins with introducing yourself:
Hello, this is Linnet(Hi, this is Linnet)
Tom speaking(Tom says)
Avoid saying I'm Luke - such a performance is only acceptable for an agent who is going to make a phone presentation of something.
If you want to know who you are talking to, ask one of the following questions:
Hello, Is that Mr Morrison?(Hello, is this Mr. Morrison?)
Is that Peter speaking?(Is that Peter?)
Is that Mr Morrison speaking?(Mr. Morrison speaking?)
Are you Peter? Are you Mr Morrison? - unacceptable options, they are considered rude
You can invite another person to the phone as follows:
I'd like to speak to Jane please(please I would like to talk to Jane)
May/Сould/Сan I speak to the managing director?(Can I speak to the managing director?)
Good Morning, could you please put me through to Mr Smith?(Good morning, could you connect me to Mr. Smith?)
If you are asked to connect with another person:
Leave a message or ask for a call back:
Could you take a message?(Could you leave a message?)
Can/could I leave a message?(Could I leave a message?)
Could you ask him/her to call me back?(Could you ask her/him to call me back?)
Receive a message from a caller:
Can I take a message?(May I receive a message?)
Would you like to leave a message?(Would you like to leave a message?)
If you do not understand something while talking to someone on the phone, ask again:
Can you repeat that, please?(Can you repeat this please)
Under no circumstances should the pronoun be omitted. that, otherwise it will mean that you are asking the person to vomit. Be careful with this!
If you need to write down something during a conversation:
Just a minute. I'll make a note of that(Wait a minute. I'll write it down)
If someone rings the doorbell and you need to stop, you ask:
Just a minute. I'll be right back(just a moment please, I'll be right back)
You are back and want to continue the conversation:
Sorry to keep you waiting(sorry for the wait)
Suddenly, you stopped hearing the caller:
Sorry, we were cut off!(sorry we got separated)
Line problems:
You're breaking up I'll call you back(You are gone, I'll call you back)
Can you call me back?(can you call back?)
Business telephone conversation in English
Use phrases from the table, they will help you make a good impression on the interlocutor during the call. There is a download link below the table. 
Lessons from LSC in the weekly "Exchange + Career".
Telephone language has its own characteristics, because, speaking on the phone, we are deprived of the opportunity to observe the movement of the lips of the interlocutor. For this reason, speech understanding suffers significantly. Effective communication requires a special skill and at least minimal “homework”.
Lesson #1: How to Start a Conversation
The beginning of a telephone conversation, like the first impression, lays 90% of the information about the interlocutor. That is why it is so important to start the conversation right in order to get the result you want. Also important is your tone and how polite you are. Try not to speak too loudly or monotone and smile during the conversation - the interlocutor will definitely feel your friendly attitude.
When they call you
Many people answer phone calls haphazardly. Some, introducing themselves, call themselves by their first name, some by their last names, others by their first and last names at once, and some do not introduce themselves at all. But everyone, without exception, starts the conversation with a greeting, followed by the name of the person and, if the call is business, the name of the company. Answer in detail, but briefly. Avoid monotonous enumeration. Callers, especially from far away, hate a long hello.
If you are an employee of the firm, there is only one way for you to answer incoming calls and follow the rules established by the firm.
- Good morning/afternoon/evening. Smith & Son. How may I help you?
- Good morning/afternoon/evening! "Smith and Son". How can I help you?
- Hello! This is MNG Ltd. May I help you?
- Hello! MNG Limited. How can I help?
- Good morning! York Enterprises, Elizabeth Jones speaking.
- Good morning! York Enterprises, this is Elizabeth Jones.
- Excuse me, who is this?
- Excuse me, but who is it?
- Can I ask who is calling, please?
- May I know who is calling?
- This is Ken.
- Ken speaking
- This is Ken (an informal way to start a conversation).
When you call
Telephone etiquette requires that you identify yourself even if you call yourself. “Good afternoon, this is Natalia, Human Resources. Is Mr. Jones there? This frees the secretary or the person who answers the phone from the onerous duty of asking, “How do I introduce you?”
- This is Paul Smith speaking.
- This is Paul Smith.
Hello, this is Paul Smith from Seaspeak International.
- Hello! This is Paul Smith from Seaspeak International.
- Could I speak to John Martin, please?
- Can I speak to John Martin?
- I "d like to speak to John Martin, please.
- I'd like to talk to John Martin.
- Could you put me through to John Martin, please?
- Could you connect me to John Martin, please?
- Could I speak to. .. please?
- May I speak to. .. please?
- Can I speak to. .. please?
- Can I speak to..., please (the last option is less formal).
- Could I speak to someone who...
Can I talk to someone who...
- I'm trying to contact...
I'm trying to call...
Can I have extension 321?
- Extension 321, please!
-Is Jack in?
- Jack in place (the most informal option)?
When Mr. Jones answers you, do not immediately enter into a conversation. Be nice and ask if he has time to talk. The interlocutor on the other end of the wire will appreciate that you consider his time.
And finally, a few words about erroneous calls. Everyone sometimes accidentally dialed the wrong number. If this happens to you, then don't hang up without an apology. “Sorry, I must have got the wrong number.” Of course, if you get the wrong call, then you should always show courtesy to the person who got the wrong number. Don't make the caller more embarrassed by showing him or her your annoyance at being interrupted.
- Sorry, I've dialed the wrong number.
- Sorry, I got the wrong number.
- Sorry, you've dialed the wrong number/
Wrong number
- Sorry, you got the wrong number.
Lesson #2: How to leave information or a message.
One of the most common games in our daily culture is the game of phone chasing. Studies have shown that your chances of getting through to the right person on the first try are about 1 in 6. The findings also suggest that you could lose more than two years of your life trying to reach the right person. Here are some etiquette tips to help you save time.
When you are talking to a person with whom you will need to continue the conversation, then agree on the exact time of the next call:
What time/day/would be convenient/best for you?
What time/day would be convenient for you?
Is 5 p.m okay with you?
Is five o'clock okay?
Be polite to administrative staff. Ask when is the best time to call again:
Could you tell me what time would be best to call him/her back?
Can you please tell me when is the best time to call him/her?
Is it okay if I call at 3 p.m.?
Is it okay if I call back at three?
When your phone calls consistently fail, look for an alternative connection. Send the person a message via email or icq.
If you are making a long distance call, be sure to say so. Then your call will be answered more readily:
I'm calling from Nizhny Novgorod and it's urgent!
I'm calling from Nizhny Novgorod, and it's urgent!
It's a long distance call and ….
If the person you are trying to reach is not available, you can follow several scenarios:
Name(give your name)
Time(leave message time)
reason(state the reason for the call)
phone number(dictate your phone number)
· Hello, this is Ken.
Good morning/afternoon/evening. My name is Ken Jackson (more formally).
Hello, this is Ken.
· I "m phoning (calling, ringing) to find out if ...
I'm calling to find out....
I "m phoning (calling, ringing) to let you know that ...
I'm calling to let you know...
I "m phoning (calling, ringing) to tell you that ...
I'm calling to tell you....
· Could you call (ring, telephone) me back?
Could you call me back?
· Could you meet me sometime this week?
Could you meet me this week?
State your phone number clearly and slowly. Speak all numbers carefully. If necessary, repeat the phone number and important details.
· - My number is 555-34-65
My number is 555-34-65.
You can reach me at 555-34-65.
Call me at 555-34-65.
Call me at 555-34-65.
Try to choose a few phrases to complete the message, this will leave a good impression of your message.
· I look forward to hearing from you
I look forward to your call.
· Please, call me as soon as you are available.
Call back as soon as you can, please!
· I "ll talk to you later, bye.
We'll talk later, goodbye.
2. Explain the purpose of your call and ask someone from the company to help. This will save you a lot of time and eliminate the need to call back.
· I'd like to talk to Mr. Smith about…(a meeting/a new project)
I would like to talk to Mr. Smith about … (meeting/new project).
· I'm calling about …(a meeting/a new project)
3. Send a message through his colleagues, giving the most complete information about the purpose of the call and how and when you can be contacted:
· Can I leave a message?
Can I leave a message?
· Could/Can you take a message?
Can you receive a message?
· I'm calling about/regarding …(a meeting/a new project)
I am calling about ….(meeting/new project).
· He/She can reach me at 555-65-43 until 6 p.m.
He/she can reach me at 555-65-43 until 6pm.
· I'm always available on my mobile, it's 8-951-906-45-35.
I am always available on mobile, my number is 8-951-906-45-35.
· Could you give him/her this message asap (as soon as possible/ [hey es hey pi] or [asep] or [esep])
Could you please convey this message to him/her as soon as possible?
If you are not there and you naturally cannot answer the phone, you should call the person who called you back as soon as possible. Call each person back or have a staff member do it. Prompt callbacks can pay big dividends.
Lesson #3: How to make an appointment, choose a time and place, discuss options.
One of the most important topics in negotiations is the arrangement for a meeting. The mere fact that you need to agree on a time and place, to make sure that the meeting is convenient for both parties, and at the same time not to confuse anything, can make you nervous.
Therefore, you need to prepare for the conversation in advance. First, keep a diary at hand, you must be prepared for the fact that the interlocutor will reject the meeting time you proposed, so your task is to respond quickly and offer other options. Second, take pauses to consider your options, but don't drag them out. And thirdly, feel free to ask clarifying questions if you are not sure that you have understood the interlocutor correctly.
Let me see… I'm gonna chech it…
Hold on (a minute)!
Could you please hold on for just a second? Wait a minute…
Just a second! Wait a second!
Do you really mean that….? Do you really think that….?
Is it right that….? Is it true that….?
If the pace of your interlocutor's speech is very fast, ask him to speak more slowly at the very beginning of the conversation, without waiting until the amount of information you do not understand is huge.
Could you speak (more) slowly, please? Could you speak more slowly?
The conversation usually goes like this:
- You state the purpose of the meeting.
- I am calling to …. (make an appointment about our new project) I'm calling to … (set up a meeting and discuss our new project).
- I am calling about …. (giving you our company presentation) I am calling about...
- You suggest the place and time of the meeting. If you call, it is better if you immediately offer a time and place option, so you will give the impression of a business person who has everything scheduled to the minute, and free the interlocutor from having to make a decision on his own.
- What time/date/day would be convenient/best for you? What time/date/day would be convenient for you?
- Where would you like to meet? Where would you like to meet?
- Let's meet tomorrow at 3 p.m. at your office. Let's meet tomorrow at three at your office.
If one of the parties is not satisfied with the place or time of the meeting, you can discuss alternative options:
- And how/what about ...? What about…?
- Do you mind meeting at…. Do you mind meeting in….
- What if we meet ...? What if we meet…..?
In many cases it is difficult to immediately give one or the other answer, as it depends on your work schedule, which you need to check:
Well, just a moment/hold on please, I have to check it in my diary/with my secretary. Wait a minute, I'll look in the diary /
I`ll have a look at my schedule/time-table. I'll look at my schedule...
- It happens that after specifying the time and place of the meeting, the circumstances or plans of one of the participants may change, which will require adjustments.
- I'm sorry. I am busy then. How about…? I'm sorry, but I'm busy at this time. What about… ?
- I am afraid I have another appointment then. What about…? I'm afraid I have another appointment at this time. But as ….?
- I am afraid it's not the best time/place. Maybe…. I'm afraid this is not the best time/place. May be,….
- At the end of the conversation, be sure to express your approval and summarize, once again name the time and place of the meeting to make sure that you and the interlocutor understand each other correctly.
Sounds good/great to me! Great!
So, we are meeting tomorrow at 3 p.m. at your office. Is that right? So, we're meeting tomorrow at three at your office. Correctly?
Lesson #4: Bad communication is the solution to the problem.
Good preparation for telephone conversations is only half the battle. It is also important to be prepared for non-standard situations, to respond quickly and even anticipate the interlocutor's reaction, to cope with emotional and technical problems that interfere with the conversation. For example, poor communication can not only spoil the impression, but also affect the outcome of negotiations.
Let's look at a few of these "interfering" situations.
- Interference, echo during the conversation, which you can not influence in any way.
Your reaction should be immediate, don't wait for the noise to disappear or to be able to make out what you are being told through it. In this situation, it is best to call back.
- There's a lot of background noise. I can't hear you very well. Can I call you back?
There is a lot of extraneous noise, it is difficult for me to make out what you are saying. May I call back?
- This is a bad connection. Please hang up and I'll call you back.
Sorry, but the connection is very bad. Hang up the phone, please, and I'll call you back.
- The interlocutor speaks indistinctly or too quickly. Here the main thing is to stop the interlocutor as tactfully as possible and ask to speak more legibly.
- I'm sorry, I didn't quite catch that. Could you repeat it/ your surname/ your telephone number, please!
I'm sorry, I didn't hear. Could you repeat that/your last name/your telephone number, please.
- Unfortunately I've missed some information. Could you say ….(it/your contact details/the dates of your visit) again?
Unfortunately, I missed some information. Could you give ….(your contact information, dates of your visit) again?
- You need to answer the second call. The main rule - do not make the interlocutor wait too long, try, for example, to take the phone number of the person who calls you on the second line and say that you will call him back.
- Could you hold on a minute (for just a moment), please! There's another call for me.
You can wait? I have a second line.
- Could you excuse me for a moment, Mr./Ms…..? There's an important visitor.
Wait a minute, I have an important visitor.
- Sorry about that, Mr./Mrs…..Now, where were we?
Excuse me, so where did we stop?
- Sorry to keep you waiting.
Sorry for making you wait!
- External noise drowns out the voice of the interlocutor. If you can't quickly change the place of the conversation, or make this noise quieter, apologize and say that you will call back a little later.
- Sorry, but it's terribly noisy here. Would you mind if I call you back?
- You are faced with the coldness or rudeness of the interlocutor. Politeness and endurance are the basic rules of conversation. Do not succumb to the mood of the interlocutor and do not respond with irritability to irritability.
May be this is not the best/most convenient time for me to call you? Should I call you back some time later?
Perhaps this is not the most convenient time for me to call? Should I call you back at another time?
Do not overload the interlocutor with unnecessary information, remember - people of action are valued much higher than "talkers". Try to speak legibly and clearly at an average pace yourself, so that the interlocutor is comfortable talking to you. Do not swallow the endings, speeding up the pace of speech. And try to be polite in every situation.
Lesson #5: Calling for a job ad.
The beginning of your career in a foreign company can be a call on a job posting. The fate of your resume and, in the future, the decision on your employment may depend on how competently you conduct telephone conversations.
So, you are ready for a telephone conversation, it remains to take a few confident steps.
1. After making sure that you are in the right place, let them know that you are calling on a job ad. Be sure to name the position you are applying for and ask who you can talk to about this issue. Incoming calls are most often taken by the secretary, and at this stage of the conversation there is no need to introduce yourself in detail.
- Good morning/afternoon/evening! I am calling about/regarding your job advert. Can I talk to someone responsible for it?
Good morning/afternoon/evening! I'm calling on a job ad. Who can help me?
- Hello! I'd like to apply for the position of (a secretary/an engineer/a sales rep) advertised on your website. Who can I talk to?
Hello! I was interested in the vacancy of a secretary/engineer/sales representative posted on your website. With whom I can speak?
- Hello, my name is Lynn Taylor. Can I talk to the person who looks after staffing at your company?
Hello, my name is Lyn Taylor. Can I speak to a member of your company's Human Resources department?
2. When you are connected to the right person, say hello again, first state the essence of the matter, then introduce yourself.
- Hello, I'm calling about the sales rep vacancy I found in the local newspaper on Wednesday 7th June. This is Kim Mitchell.
Hello, I'm calling about a sales rep job I found in the local paper on June 7th. I am Kim Mitchell.
If the required employee was not in place or he is not able to talk to you now, you should not leave your coordinates to the secretary or answering machine. It is better to ask when the employee can be found, and ask permission to call again.
- When would be the best time to contact him?
When should I call him back?
3. Being interested in working conditions, you should not bombard your interlocutor with questions. They should be few and to the point. Keep a businesslike style of communication. Do not focus on wages, the availability of free meals and the provision of a travel card. It is better to limit oneself to interest in official duties. If any points cause you doubts, be sure to specify them immediately.
- Could you tell me (more) about my future responsibilities? Could you tell me (in more detail) about my future duties?
- Do you mean to say that… Do you mean to say that….
- If I understand you correctly…. If I understand you correctly....
4. You should not openly ask for a meeting, but try to lead the interlocutor to the fact that you still have an appointment. You may ask when is the best time to send your resume and other papers and ask if you need to bring original documents. Agreeing to meet is half the battle. Psychologists recommend using the conciliatory mood when constructing phrases. For example: "I could bring you all the necessary documents after lunch."
- I can fax or send you a copy of my resume by e-mail if necessary. I can send my CV by fax or email if required.
- Would I be able to fax you my resume? Can I send you my resume?
In any case, the conversation should not end in anything. Couldn't arrange an interview? Ask if you can call next week. Explain your perseverance with the desire to work in this particular company. It is possible that your enthusiasm will impress.
- Can I call you again sometime next week in case there are new vacancies? Can I call you next week? Perhaps there will be new vacancies.
- I'm really looking forward to working for your company. Could you call me if there are new positions? My phone number is…. I really want to work in your company! Could you contact me in case of opening new positions? My number….
5. When you receive an interview invitation, immediately write down the date, time, and exact address and repeat them aloud to make sure you understand everything correctly. In this way, you will show that you are very serious about the upcoming meeting.
- So, we are meeting Monday, 27th , at 3 p.m. at your office. Is that right?
So, we meet on Monday the twenty-seventh, at three o'clock in the afternoon in your office. Correctly?
Lesson #6: How to book a hotel room.
The growing trend to independently organize their holidays and plan routes makes travel agents out of ordinary citizens who can book a ticket and a hotel, as well as apply for a visa. The most crucial moment is the choice and booking of a hotel, because how comfortable the place of residence will be, depends on how successful your vacation or business trip will be.
1. The first is the location of the hotel. It is best to look at the map in advance and find out how close the hotel is to attractions, the sea, the airport, the train station, etc. (depending on your needs) and ask clarifying questions by phone. If you have to use public transport, find out how close the bus stop is to the hotel. Often the walking distance promised on the site can stretch for several kilometers.
· What's the location of the hotel? Where is your hotel?
Is there a bus or metro stop near your hotel?
· How long does it take to get to the nearest bus stop?
How long does it take to get to the nearest bus stop?
Are there any attractions near your hotel?
2. Then state the type of room you are interested in, the number of nights, the exact dates and the number of people you would like to book.
· Can I book a room? Can I book a room?
· I'd like to book a single/double/twin room for two nights for the 15th and 16th of August, please.
I would like to book a single/double/double room for two nights on August 15th and 16th please.
It is better to clarify all information about the amenities, as well as the services provided by the hotel. Be sure to note if you require a non-smoking room.
Does the room have a bath/shower/hairdryer…?
· Can I have a non-smoking room, please?
Can I have a non-smoking room?
· Is it possible to book a beauty treatment before I come?
Can I book a session at the beauty salon before I arrive?
In order to choose the most suitable option for you, you need to know the types of accommodation, comfort and food in hotels. For example:
MB- (main building) - the main building of the hotel.
SGL- (single) - single occupancy.
DBL- (double, double twin) - double occupancy with one double or two separate beds.
TRPL- (triple) - triple occupancy (usually a double room with two beds and an extra folding bed or sofa).
ExB- (extra bed) - the possibility of installing an extra bed.
Suite- multi-room suite.
bridal suite- room for newlyweds.
Types of food in hotels
OV, NA- (only bed) - no meals. A la carte meals - a limited number of dishes from the menu.
BB- (bed & breakfast) - breakfast (buffet) is included in the price. Additional meals for a fee in the restaurants and bars of the hotel.
HB(half board) - half board. The price includes breakfast and dinner (buffet), free tea, coffee, water for breakfast.
HB+(half board +, extended half board) - extended half board. Breakfast and dinner (buffet), as well as alcoholic and non-alcoholic drinks of local production all day.
Facebook(full board) - full board. Breakfast, lunch and dinner (buffet).
Mini all inclusive- full board with local drinks, not only with meals, but in limited quantities.
ALL, Al (all inclusive)- all inclusive. Breakfast, lunch and dinner (buffet). Throughout the day, unlimited local drinks (alcoholic and non-alcoholic) are offered, additional meals (second breakfast, afternoon tea, late dinner, light snacks, barbecues in hotel bars, etc.).
HCAL (high class all inclusive)- all services and meals in the hotel are free of charge, except for shops, telephone, doctor, hairdresser, some water sports and scuba diving.
UAL, UAI - (ultra all inclusive)- ultra all inclusive. Breakfast, brunch, lunch, afternoon tea and dinner (buffet). Large selection of sweets, desserts, all kinds of snacks, as well as a wide selection of local and imported drinks. Most hotels operating under the Ultra All Inclusive system offer guests additional free meals in restaurants with cuisine from around the world, meals throughout the day, including imported drinks (including spirits).
continental breakfast, continental breakfast - breakfast consisting of coffee or tea, juice, rolls, butter and jam.
english breakfast, English breakfast - a full breakfast, usually includes juice, scrambled eggs, toast, butter, jam and coffee or tea.
american breakfast, American breakfast - similar to a continental breakfast, it usually also includes scrambled eggs and bacon.
· I'd love/like... I would like….
· I'd prefer... I prefer……
· Can I have… May I…..
· I don't mind it/living in a double room.
No objections! I have nothing against (staying in a double room).
· My name/surname/full name is…. My first name/last name/full name….
· Should I spell my surname? Should I spell my last name?
4. Discuss the payment method in advance. As a rule, hotels accept both cards and cash, but it is better to clarify this. It is also important to make sure in advance that the amount of accommodation will not be increased.
· Can I pay by credit card/in cash? Can I pay by card or cash?
· My credit card details are….. My credit card details...
· Is breakfast included? Is breakfast included?
5. Find out how long you can cancel or change your booking and what penalties apply in these cases.
· Can I cancel or change my booking? Can I cancel or change my booking?
Once you have made your booking, you will receive confirmation by email or fax, which you will need to process your visa and clear customs.
Lesson number 7: Features of business communication by phone.
What is the difference between a regular telephone conversation and a conversation with a business partner?
Three main aspects can be distinguished - vocabulary, phrase construction and intonation and tempo of speech.
With a business partner, you can hardly afford to yawn into the phone or have a snack during a conversation, which is acceptable, although not entirely polite, with an old acquaintance or relative. During a business conversation, the interlocutors mobilize for the most effective transfer of information to each other and achieve their goals.
One of the “golden” rules of business etiquette is to call the interlocutor by name several times during the conversation, this will win him over to you. Also make sure he remembers your name too. In order to let the interlocutor understand that you are listening and understanding, do not use the colloquial “yeah, yeah”, it is better to say “yes”, “I understand”, “good”.
- I see / Great / That's right! I understand… / Great! / Right!
- I agree with you 100 percent. I agree with you one hundred percent!
- I couldn't agree with you more. Totally agree with you!
- That's so true. It's true!
- That's for sure. Exactly!
- You're absolutely right. You are absolutely right!
- Absolutely. Right!
- Exactly. Exactly!
- No doubt about it. Without a doubt!
- Me neither. Me neither! (used to express agreement with a negative statement).
- I suppose so./I guess so. I believe/think so.
- I was just going to say that. That's what I wanted to say!
It is also important to learn how to convey mastery of intonation - it conveys more than 30% of the information. The tone of voice should be calm, confident and friendly. A low voice inspires more confidence than a high, screechy timbre. You need to learn how to pronounce phrases and words that you may have to say dozens of times a day, each time as if you were doing it for the first time. The interlocutor should in no case feel like “another”. He is the only one, the most important and the most important. It is necessary to be able to diversify intonation, change the strength and height of the voice, avoid monotony, fill the words with warmth. But here you should be careful, it is important not to overdo it. The voice should not sound chamber or intimate. It should contain energy and attention to the interlocutor.
In addition to intonation, timbre, loudness, such a characteristic as tempo is important. What is the optimal rate of speech during a conversation? Inconspicuous, but effective techniques for adjusting to a partner will help here. Speed up your speech a little if your interlocutor speaks quickly. Slow down the pace a little if the other person is not in a hurry. By adjusting to the interlocutor, you create more comfortable conditions for the conversation, and this will certainly help the dialogue.
Thank you for the call.
It is most difficult to end a conversation with those who are constantly distracted by details that are not directly related to the case. You may not need to run to a meeting or call somewhere at the moment, but continuing the conversation, we will not do the rest of the work, and then we will miss the meeting scheduled for later hours. You can’t tell the interlocutor that he talks too much, that you are tired of listening to him, or that everything he said is very far from the essence of the matter. To end a conversation with a long-winded interlocutor without offending him at the same time, delicacy is necessary. The tone of your voice should express sincere interest in the topic of conversation.
- I wish I could talk to you longer, but I have to return back to my current work.
How I would like to talk with you longer, but I have to return to abandoned cases?
- Thank you for calling but I've got to deal with an urgent matter.
Thank you for calling, but I have urgent business.
- Sorry to interrupt you but I have to go. Don't want to be late for the conference.
I don't want to interrupt you, but it's time for me to leave, otherwise I'm afraid of being late for the conference.
- The matter is that I was in the middle of negotiations when you called. Sorry, but I have to return to them.
I broke off negotiations when you called. I'm sorry, I have to continue.
Whatever your goal, try to end the conversation on a positive note. You may have to contact your interlocutor in the future, so do not spoil the impression of yourself.
Anna Kovrova
A short telephone conversation in English is something like the Listening exam. Only here you need to answer! And if in a face-to-face conversation a smile and body language help you out, then you can’t count on them here. But at your service are the standard "telephone" phrases!
To learn how to speak English on the phone, it is not at all necessary to complete English courses: it is enough to learn the necessary “lifesaver” phrases and practice a little with a friend or colleague. Let's get started!
Start
Of course, you know how to introduce yourself: “Hello, this is Anna”. And here are the possible options. If you call someone at home, you can say:
Do you need an extension number? Then it is appropriate to say:
When you pick up the phone and the caller has not introduced himself, it makes sense to clarify his name:
We continue the conversation!
Finding out that they are calling you, answer:
The first three options are quite appropriate for a business setting, but the last one is more suitable for friendly communication or if you are talking with someone obviously young. In fact, all of the above expressions mean "Wait!", but requires that the word "wait" be dispensed with.
If you are connected to an extension, they usually say something like "Connecting your call..." ("Connecting your call"), "Please hold, I'll transfer you" ("Wait, I'll transfer you"), or laconic "Hello, please hold!" (“Hello, please, wait”)
How to leave or receive a message?
In a situation where the right person is not in place, you hear (or say yourself): “He’s not here at the moment. Would you like to leave a message? (“He’s gone now. Is there anything to convey?”)
If you haven't been asked to leave a message, come up with the idea yourself: "May I leave a message?" (this is a request: “Can I leave a message?”).
Make sure you don't forget your phone number as well (this is called a "call back number"):
If they dictate a number to you, but there is nothing to write with, it is enough to say: "Hold on, let me grab a pen and a piece of paper." ("Wait, I'll take a pen and paper"). And armed with writing tools, ask to repeat: “What’s your number again?” (“OK, what number did you call?”)
Reassure the person that you will pass on everything he told you:
However, it is possible that the caller does not want to leave a message:
| No, that's okay. I'll try again later. | No, everything is okay. I'll try to call back later. |
What if it's not clear?
It is convenient to refer to extraneous noise or the quality of the connection. However, sometimes it’s better to just admit that you don’t understand the speaker well enough - he will meet halfway.
Goodbye!
OK. take care. Bye.
thank you. goodbye.
Also, before you call, it's a good idea to write down everything you were going to say. If the conversation is going to be responsible, it doesn’t hurt to even sketch out a hypothetical scenario.
"I'm dictating spells: ..."
Alas, sometimes the quality of telephone communication is unimportant. In Russian, we usually get out of the situation by dictating an incomprehensible word by letter; while we use Russian names (URA: Uliana, Raisa, Anna, etc.).
In English, it is customary to use the following well-known words:
- Dance Names: Foxtrot, Tango
- Names of Shakespearean characters: Romeo & Juliet
- Male names: Charlie, Mike, Oscar, Victor
- City names: Lima, Quebec
|
|
|
