Unit 01

Effective Communication
Basic
Telephoning Skills
Find this unit in the following modules:
s "USINESS "ASICS
s 4ELEPHONING

"USINESS 'RAMMAR
s 3IMPLE PRESENT
s 0RESENT CONTINUOUS
s -ODALS FOR POLITE REQUESTS

I,AB  30). #OURSE

s 4ELEPHONING ) n ANSWERING
PROFESSIONALLY PUTTING CLIENTS THROUGH
taking messages

The telephone is still A Look at the list of different types of telephone calls below. Mark them in order
an important means of importance to you in your field of work. Put three ✓✓✓ for very important,
of communication in two ✓✓ for useful, and one ✓ for least important.
business today. Under-
standing the language 1 making appointments 8 arranging delivery dates
we need for different
2 discussing work with colleagues 9 confirming an appointment /
business transactions
3 booking hotel rooms meeting
on the telephone can
help us feel and sound 4 buying travel tickets 10 making changes to dates /
more confident. arrangements / travel plans
5 arranging meetings
11 making complaints
6 asking for product / service
information and prices 12 giving information about your
company to outside callers
7 buying goods / services

2 EF Business English Book 1

 Category 1: Category 2:
Effective Communication "USINESS &OCUS
s 3PEAKING UNIT s 7RITING UNIT

C Listen to this call. Write down the message the caller

wants to leave (use today’s date and current time).

message sheet

te:
Date:Da
e:
Time:Tim
Me ssage for:
Message For:
me:
NameNa :
TelephoTelephone:
ne:
ssage:
MessaMe ge:

Taken by:
Taken by:

D Look at the telephone conversation between a travel agent

and customer. Circle the correct answer that completes
each sentence.

1 Ace Travel. Good morning. Brian Welsh .

How can I help you?
a talking b speaks c speaking
2 Hello. Jane Morris. I’m ringing about my trip to
Hong Kong.
a It’s b This is c Here is
3 Right. Have you got your booking number?
B Listen to these three calls. Oh, I’m afraid I haven’t. But the flight’s on May 25.
What is each call about? a reserve b reference c telephone
Write your answers below.
4 That’s all right. Would you mind a moment while I
find the reservation?
1
a holding still b staying c holding
5 Hmm. I’m very sorry, but I’m experiencing a few problems with
2
the computer at the moment. I can’t seem to access your
details. Would I be able to and call you back later?
3 a take your number b hung up c leave a message

Grammar Focus E Now find one example of the simple present and one
s 3IMPLE PRESENT example of the present continuous in Exercise D.
s 0RESENT CONTINUOUS

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 Unit 01 Basic Telephoning Skills

F Put the telephone call below in the right order.

There are three speakers.
In English, when we give someone
our telephone number, we often say
a 620 347, right?
our dialling code first, followed by a
b I’m sorry, her line’s busy. Will you hold? pause. Then we say the numbers in
c Good afternoon, Baxter’s. Can I help you? 1 groups of three or four:
0151 (pause) 304 (pause) 621
d Finance department. Jenny Harris speaking.
e Any time tomorrow morning will be fine.
f Caller, I’m putting you through now.
g Yes, that’s right.
h OK, I’ll see she gets your message.
i I’m sorry. She’s in a meeting at the moment. Can I take a message?
j Is there a particular time when you’d like her to call?
k Yes, I’ll hold.
l Oh, I wanted to speak to Mrs Miller.
m Yes, please ask her to call Bob Martin on 620 347.
n This is Bob Martin. I’d like to speak to Mrs Miller in Finance, please.

Now practise this conversation in groups of three.

Take turns being different speakers.

G Match the situation to the polite requests.

1 Would you repeat that, please?

2 Would you mind calling back in about half an hour?
3 Could you spell that, please?
4 May I ask who’s calling, please?

a The person is in a meeting and can’t come to the phone.

b The caller hasn’t identified himself / herself.
c You didn’t catch something.
d You want to write the name down correctly.

Grammar Focus
s -ODALS FOR POLITE REQUESTS

4 EF Business English Book 1

 Category 1: Category 2:
Effective Communication "USINESS &OCUS
s 3PEAKING UNIT s 7RITING UNIT

H 7ORK IN PAIRS 3TUDENT ! READS @!NSWERING A #ALL 3TUDENT " READS @-AKING A #ALL
Then work together and decide on your top three tips for talking on the telephone.

Answering a Call Making a Call

Always answer as quickly as you can, before the third Always identify yourself clearly, and your
ring if possible. Listen carefully to the caller, and don’t company (if appropriate). Have a clear reason
eat or drink while speaking. You should stop working for telephoning so that you can explain why you
and not talk to other people in the room. Speak clearly are calling. Have all the information you need
and try to have a smile in your voice! You may also in front of you so you can help the person you
have to speak up so your caller can hear you. Give a are calling—e.g., any reference numbers / dates
suitable greeting, the name of your company and your they may need. Always check to see if it is a
own name. If the caller wants to speak to somebody convenient time for the other person to speak to
else, say how you will help—perhaps you can transfer you. If not, arrange a time to call back. Be polite.
the call, or you may have to ask the person to ring If you have to leave a voicemail message, keep
the caller back. If you take a message, write down it short. Say who you are, and the date and time
the date and time of the call. Don’t forget to check of your call. Then give the reason for the call, your
the details with the caller to make sure everything is contact number, and a suggested time for them
correct. to call back when you will be available.

I Now compare your list with your classmates. Can you add any more ideas to your list?

J Read your role-play card and prepare what you are going to say.
Use the information on the role-play cards to help you.

! Call the Imperial Hotel to make these " You are the hotel conference manager.
changes to a conference booking
you made last week. You need to check:
Conference date: s the name of the caller’s company
5–6th of next month (no change) s the date of the conference
Delegate numbers: s what changes are needed
You booked for 70, but have to s number of delegates in first booking
change the number to 75. s number of delegates now
s lunch requests for extra delegates
Rooms:
En suite rooms if possible for five new You know:
delegates; standard if necessary. s You may not have five extra
Meals: en suite rooms.
Two are vegetarian; three want the s You always send change of
agreed menu. confirmation / new invoices.
Other:
Written confirmation of the changes
needed; revised invoice.

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