Useful Language Box

Situation 4

A buyer from the Romanian Construction Machinery firm calls the Production Manager of the British engineering company JCB about a recent order. JCB have sent them the wrong spare parts.

Receiving a call Answering the phone and identifying yourself Global Electronics. Good morning. Can I help you? (a typical switchboard response) Good morning, JCB. How can I help you? Hello, Marta Morris (speaking).   Asking for identification and further information Who’s calling / speaking, please? Could you give me your name, please? Which company are you calling from? Where did you say you’re calling from? Right, I’ll put you through.   Making excuses I’m afraid … is not available at the moment. ……………. is out. …………… is in the middle of a meeting. ………….. is on the other line at present. I’m sorry but he is off sick today. ………….....he is with a client. Sorry, his line is engaged. (AmE. busy)   Taking a message Would you like to leave a message? Can I take a message? Is there any message? Can I get him to call you back? I’ll give him / her the message.   Closing the call Thank you for calling. Goodbye.

Making a call Identifying yourself   Hello, this* is Mark Smith (speaking). Good morning. Cindy Flown here. *Note the difference between this (the speaker) and that (the hearer). This is Jane H. Is that V.? Asking for a connection Could I speak to Mr/Mrs/Ms Bright, please? Can I speak to Denis Dekker, please? Could I have the sales department, please? I’d like to speak to someone about deliveries, please. Could you put me through to Martha Carter, please? Hello, is that Mr. Marcini? Giving more information It’s about …/ in connection with … I’m calling to tell you/confirm that/enquire about …. The reason I’m calling is... (there’s a piece missing.) He/she left me a message to call him/her. Leaving a message answering: Yes, please. Tell him/her … Could you tell him/her that I called? Could you ask him to call me back?   Thanking and closing the call Thanks for your help. Thanks a lot. Bye.

Other phrases you can hear or say on the phone Hold on, please. Hold the line, please. Sorry/I’m sorry, I didn’t catch your name /that. Could you repeat that, please? Could I just read that back to you? It’s a bad line. I’ll call you back. Could you speak a bit louder, please? It’s a bad line. I’m afraid you’ve got the wrong number. I’m sorry. I’ve got the wrong number. Sorry to have troubled/bothered you. - That’s quite all right.

Ex.12. Fill in the forms with the information about who called your boss or colleague while they were out.

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