1. 1. Claire Hallan Speaking Claire Hallan Speaking 2. 2. I’d like to speak to Ms Lanson, please. I’d like to speak to Ms Lanson, please. 3. 3. I’m sorry, her line is engaged. I’m sorry, her line is engaged. 4. 4. Would you like to leave a message Would you like to leave a message 5. 5. Would you mind spelling that, please? Would you mind spelling that, please? 6. 6. The reason I’m phoning is to… The reason I’m phoning is to… 7. 7. What time would suit you? What time would suit you? 8. 8. Could you make it next Tuesday? Could you make it next Tuesday? 9. 9. I’m afraid I’m not available then I’m afraid I’m not available then 10. 10. Yes, Thursday suits me fine. Yes, Thursday suits me fine.  A for Apple A for Apple  B for Boy B for Boy  C for Cat C for Cat  D for Dog D for Dog  E for Elephant E for Elephant  F for Freddy/Fish F for Freddy/Fish  G for Goat G for Goat  H for Hello H for Hello  I for India I for India  J for Julia J for Julia  K for King K for King  L for Larry/Leopard L for Larry/Leopard  M for Mary M for Mary  N for Nancy N for Nancy  O for Oliver O for Oliver  P for Percy P for Percy  Q for Question Q for Question  R for Radio R for Radio  S for Steven S for Steven  T for Terry/Towel T for Terry/Towel  U for Unicorn U for Unicorn  V for Venus V for Venus  W for Work W for Work  X for X-ray X for X-ray  Y for Yacht Y for Yacht  Z for Zebra Z for Zebra  I’m afraid I’m I’m afraid I’m tied up tied up all day on Thursday. all day on Thursday.  Can you Can you get back to me first thing get back to me first thing tomorrow? tomorrow?  Just a minute. I’ll Just a minute. I’ll put you through put you through . .  We were We were cut off cut off earlier. earlier.  Could you Could you read that back to me read that back to me ? ?  The line’s busy. The line’s busy. Will you hold Will you hold ? ?  There’s some interference. I’ll hang up There’s some interference. I’ll hang up and call and call you again. you again.  The line’s very The line’s very faint faint . Could you . Could you speak up a bit speak up a bit ? ?  Could you Could you bear with me bear with me for a minute? for a minute?  Could we Could we put off put off our meeting? Something our meeting? Something important has important has come up. come up. Role Play Role Play Student A Student A Phone Acorn Chemicals. Phone Acorn Chemicals. Ask to speak to these Ask to speak to these people: people: John Anderson at Extension John Anderson at Extension 531 531 Dr. Rubin in the research Dr. Rubin in the research Department Department Student B Student B You work for Acorn You work for Acorn Chemicals. Deal with Chemicals. Deal with incoming phone calls. incoming phone calls. Extension 531 is engaged Extension 531 is engaged Dr Rubin is on holiday. Dr Rubin is on holiday. Role Play 2 Role Play 2 Student A Student A You work for Commercial You work for Commercial Insurance. Deal with Insurance. Deal with incoming phone calls. incoming phone calls. Sue Waite is in a meeting. Sue Waite is in a meeting. Mrs. Johnson is at lunch. Mrs. Johnson is at lunch. Student B Student B Phone Commercial Phone Commercial Insurance. Ask to speak Insurance. Ask to speak to these people: to these people: Sue Waite in the Customer Sue Waite in the Customer Service Department. Service Department. Mrs. Johnson in the Mrs. Johnson in the Marketing Department. Marketing Department. Scheduling and Rescheduling Scheduling and Rescheduling  Watch out for differences in the way people talk Watch out for differences in the way people talk about times: 2:30 can be half past two, about times: 2:30 can be half past two, Fourteen-thirty, or even half-two. Always check Fourteen-thirty, or even half-two. Always check 12:00 as 12a.m is midnight not midday. 12:00 as 12a.m is midnight not midday.  If possible get e-mail or text confirmation of If possible get e-mail or text confirmation of times and venues to avoid confusion. times and venues to avoid confusion. Scheduling and rescheduling Scheduling and rescheduling  When rescheduling an appointment it is When rescheduling an appointment it is customary to give the person a choice of customary to give the person a choice of alternative times. alternative times.  Meetings should usually only be rescheduled Meetings should usually only be rescheduled once to avoid annoying the other party. once to avoid annoying the other party.  If you are rescheduling a business meeting for If you are rescheduling a business meeting for personal reasons do not tell the other party that. personal reasons do not tell the other party that. Be vague. Be vague. Eric: Eric: Hello Eric Carlin ______________. Hello Eric Carlin ______________. Claire: Claire: Hello Eric. It’s Claire again. I’m _____ Hello Eric. It’s Claire again. I’m _____ about the meeting next weekend. I’m about the meeting next weekend. I’m sorry, but Piet isn’t ____ at the time we sorry, but Piet isn’t ____ at the time we arranged, he’s got another ___. But arranged, he’s got another ___. But he’s ___ later on. Would four o’ clock he’s ___ later on. Would four o’ clock ______for you? ______for you? Eric: Eric: So that’s four o’clock ____ of two So that’s four o’clock ____ of two fifteen. fifteen. Clair: Clair: Yes. Is that time ______for you? Yes. Is that time ______for you? Eric: Eric: Yes that’s ______. Yes that’s ______. Claire: Claire: Good. So we look forward to seeing Good. So we look forward to seeing you next Tuesday, then. Goodbye Eric. you next Tuesday, then. Goodbye Eric. [...]... your name, number, and a message, and I’ll call you back Cell Phone Etiquette       Text first - call later Usually unwelcome in restaurants Volume control – the TMI factor Ringers and tones Always check the person can speak freely Never in the bathroom please Automated systems and queues     Make sure you choose a good voice artist in all languages Keep the menus simple and make an option... convenient for you? Eric: Yes that’s fine Claire: Good So we look forward to seeing you next Tuesday, then Goodbye Eric Plan your week Include a one-day business trip, two meetings, a business lunch, and two other appointments Phone two colleagues to make an appointment with them September September 12 Monday 15 Thursday 13 Tuesday 14 Friday 14 Wednesday 17 Saturday 18 Sunday Pronunciation Tuesday . confirmation of times and venues to avoid confusion. times and venues to avoid confusion. Scheduling and rescheduling Scheduling and rescheduling  When. Please leave your name, number, and a message, Please leave your name, number, and a message, and I’ll call you back. and I’ll call you back. Cell Phone