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Capýtulo 1:

 Personal identification. Presentarse en inglés

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1.1 Answering the phone

Cuadro de texto: 1.1 Answering the phone Answering the phone can differ depending on what company you are working for. Some companies provide a specific script for answering the phone. If you are working for a company that doesn't provide you with a script, try to listen to what other people are saying and copy that. Here are some basic guidelines: o Say a greeting o State the name of the company o State your name o Ask how you can help the customer Here are some more possibilities: If you are not at the reception, then it is most likely all your calls are transferred to you. In this case it is not so necessary to state your name, but still you must be clear that the person has reached the right number. Here are some examples of introducing yourself on the phone: Answering the phone can differ depending on what company you are working for. Some companies provide a specific script for answering the phone. If you are working for a company that doesn’t provide you with a script, try to listen to what other people are saying and copy that.

Phone Greetings

Here are some basic guidelines:

  • Say a greeting
  • State the name of the company
  • State your name
  • Ask how you can help the customer

English

If you are not at the reception, then it is most likely all your calls are transferred to you.  In this case it is not so necessary to state your name, but still you must be clear that the person has reached the right number.

Here are some examples of introducing yourself on the phone:

English

Language TIP

Activity 1

Circle the correct phrase in this dialogue. Then listen and check your answers.   [Audio Track 1: Escucha el audio en el vídeo de arriba]

Receptionist: Good morning/Greetings (1) Myanbid Intel, how will / how may (2) I help you?

George Power: Hey lady!/Good morning (3), could you transfer me to Sally Vaana please?

Receptionist: One moment.

.....................................................................................

Sally Vaana: This is Sally talking/speaking. (4)

George Power: Hi Sally, it’s/I’m (5) George Power.

Sally Vaana:   Oh Hi George. How are you?

 

1.2         Saying telephone numbers

In English we tend to say all the numbers individually and with a pause in the middle.

For example, 5678942 would be said like:

“five, six, seven, (pause) eight, nine, four, two”

 and not “five hundred and sixty-seven, eighty nine, forty-two”

When there is an ‘0’ in the number, we say ‘oh’ not zero, unless the 0 is last, then we do say ‘zero’

For double numbers we say “two, two” or “double two” not “twenty-two”.  The same is true for triple numbers: 333 becomes “three, three, three” or “triple three” or “three, double three”.

Activity 1

Listen and practice saying these numbers (you will hear them twice): [Audio track 2: Escucha el audio en el vídeo de arriba]

a. 2345558        

b. 097783421    

c. 0034021221720

Now practice saying these other numbers:

-Your mobile number

-Your home number with area code

-Your complete work number with country code

English

1.3. Making and taking calls

Making and taking calls is one of the hardest skills in English. When talking on the phone, there is no extra information like facial expressions and body language that is normally used to help with understanding.   However, English speakers tend to use standard phrases during a call, so learning these will help you with your understanding. Here is a list of some basic phrases:

Introducing yourself.

Good morning/Hello. This is (name) from (company)

My name is.....

It’s (name) from (company), good morning.

Asking to speak with someone

Could I speak to (name) please?

I’d like to speak to (name) please.

Could you put me through to (name) please?

Is (name) available?

Answering the phone

Good morning/Hello Sara Frame speaking

Sara Frame

This is Sara Frame

If the person has asked for you by name you just say “Speaking”

Asking for caller identification

Who may I ask is calling?

Could I have your name please?

Who’s calling please?

Saying someone is not available

I’m sorry but (name)…..

isn’t here at the moment.

Is in a meeting.

is away on business this week.

is out of the office right now

is away from his/her desk at the moment

I’m sorry the line is engaged

(name) is on another call right now.

Checking that someone has time to talk

Is this a good moment?

Are you busy right now?

Have I caught you at a busy time?

Do you have time to talk?

Can we talk now or should I ring back later?


Activity 1.

Put this conversation in the right order.

a. Frank: Is that Sophia Wiseman?

b. Receptionist: Certainly Mr. Green, I’ll transfer you now.

c. Sophia: Oh Hi Frank, I’m just on another call at the moment, can I call you in half an hour?

d. Frank: This is Frank Green.

e. Sophia: Hello?

f. Frank: Sure. Speak to you then.

g. Sophia: Speaking, who’s calling please?

h. Frank: Good afternoon this is Frank Green from Delphi Supplies, could you put me through to Sophia Wiseman please?

Answer here:

Cuadro

Activity 2.

Match the answers to the questions

ExerciseYour Turn

[Audio track 3: Escucha el audio en el vídeo de arriba]

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