7 Communication in the workplace Listening: Useful phrases a) Read the telephone expressions and choose the correct headings. b) Listen to the three dialogues and take notes. c) Choose one telephone conversation and practise it with a partner. Word power Look at these expressions and explain what they mean in your own words: • We were cut off. • Could you speak up a bit? • I’ll put you through. • It’s still engaged. • Could you bear with me for a moment? • OK, fire away. 1 20–22c Taking a message Getting the answerphone Trying to connect Introducing yourself/Saying what you want If you can’t reach the person you want to speak with Useful phrases What you may hear when calling What you might say when calling 1) • This is … . I’m calling from … . • Hello, … speaking. • Can I speak to … , please? • I’m calling about … . • I’d like to enquire about … . • I’ve got a few questions/a complaint about … . 3) • Shall I ring back later? • What time would be most convenient? • Could you take a message/give her a message, please? • Could she phone me? If there are problems of some kind • I’m afraid the line’s/the reception’s really bad. • My battery’s about to run out. • Can you hear me now? Ending the call • Thanks for your help. • Goodbye. Answering the phone • Brown and Wilson Car Rentals, can I help you? • Hello, Clare speaking. How can I help you? • Can I ask you the reason for your call? 2) • I’ll just fetch her. Hang on a moment, please. • I’ll give you her extension. It’s … . • I’ll put you through to … . • I’ll connect you. Please hold the line. If you can’t connect the caller • I’m sorry, but … isn’t here/is out of the office. • I’m afraid she’s not available/she’s in a meeting. • The line’s engaged at the moment. • Could you call back later? 4) • Can I take a message? • Sorry, what was your name again? • Could you spell that for me? • Could you say that again/repeat that, please? • I’ll tell her as soon as she returns. 5) • The person you’re calling isn’t available at the moment. • Please leave a message after the tone Ending the call • Thank you for calling. Have a good day. P 2 92 The world of work Speaking skills Nur zu Prüfzwecken – Eigentum des Verlags öbv
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