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Capter 1: Telephoning

J&M Imports, john smith

is speaking. How may I
help you?

Speaking
Reading
Writing
Listening
 Grammar
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focus
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 Speaking

Useful Expressions
 Hello, how may I help?
 J&M Imports, Joanna Collins speaking, how can I help you?
 Can I have your name, sir/madam?
 May I ask who’s calling, please?
 I'm sorry, I didn’t get your name.
 Could you spell that for me, please?
 Would you mind spelling that for me?
 Where are you calling from?
 Can you please tell me where you are calling from?
 Just a moment, please.
 Could you wait for a moment, please?
 I’ll try to put you through.

Vocabularies

Convention Appointment Schedule

Collaboration Company Signed a deal

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 Reading

Dialogue Practice
Read the dialogue aloud with your teacher.

Mr. Adachi is trying to reach Mr. Carter. His secretary answers the phone.
Secretary : J&M Imports, Joanna Collins speaking.  How may I help
you?
Akio Adachi : Hello! May I speak with Mr. Carter?
Secretary : Can I have your name, sir?
Akio Adachi : My name is Akio Adachi.
Secretary : Would you mind spelling that for me?
Akio Adachi : That's A-K-I-O A-D-A-C-H-I.
Secretary : Thank you, sir. And where are you calling from?
Akio Adachi : I'm calling from HCA Shipping.
Secretary : Ok, Mr. Adachi, I’ll try to put you through.  Kindly wait
for a few seconds.
Akio Adachi : Thank you very much!

Check your understanding:

1. Which company did Mr. Adachi call?
2. What information did Mr. Adachi have to provide?
3. What company does Mr. Adachi work for?

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 Exercise 1
Role Play

Role-play the following situation with your teacher.

Situation
You work as a receptionist of a sales company.  You receive a call from a web
designer that your company has recently hired.  He/she would like to speak with
the Accounting Manager. Take the caller's details and put the call through.  Your
teacher will act as the caller.

 Exercise 2

Discussion
Discuss the following questions!

1. In your line of work, do you have to make many phone calls?

2. Do you prefer to talk on the phone or face-to-face?
3. Is your behavior different when making business phone calls, compared
with informal calls? How so?
4. Have you ever had to deal with a rude customer/client on the phone?

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 Listening

Listen and repeat

(Download the audio on
http://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/1con
necting.shtml )

Michelle : Hello, you’ve reached the marketing department. How can I

help?
Male : Yes, can I speak to Rosalind Wilson, please?
Michelle : Who’s calling, please? Male: It’s Richard Davies here.
Michelle : Certainly. Please hold and I’ll put you through.
Male : Thank you.

Michelle : Hello, marketing. How can I help?

Male : Could I speak to Jason Roberts, please?
Michelle : Certainly. Who shall I say is calling?
Male : My name’s Mike Andrews.
Michelle : Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike
Andrews on the phone for you … Okay - I’ll put him through.
Hang on a moment, I’m just putting you through.

 Exercise 3

Practice the conversation above with your partner!

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 Writing

Listen and write

Listen and write the dialog below!

( download the audio on https://www.dailystep.com/en/blog/free-business-english-
audio-lesson )

Diana : __________________________________________

Roger : __________________________________________

Diana : __________________________________________

Roger : __________________________________________

 Exercise 4
Make meeting appointment dialog with your business partner in
telephoning!

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Grammar focus

MODALS ASKING PERMISSION

Could and May

A third modal for making polite requests is could.

For example, “Could I speak with Mr. smith ?” 

Could is the past tense of can. However, when asking for

permission, could does not have a past tense meaning.

Could has the same meaning as May when making requests. It is equally

polite to say, “Could I leave early?” or “May I leave early?”

Could is used with any subject to ask for permission. For example “Could I
open the window?” or “Could you open the window?” are both grammatical.

Be careful with may. When making a request using may, only I can be the

subject.

If you are making a formal request to come to some company, you would say,
“May I come to your company on Monday?” not “May you come to your
company on Monday?” 

” May followed by you does not express a request; it expresses a

wish, as in

“May you live long.” (it expresses a wish )

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References

http://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/1connecting.
shtml
https://engoo.id/app/lessons/business-telephone-skills-answering-a call/
https://learningenglish.voanews.com/a/modals-permission-everyday-grammar/3355585.html
https://www.dailystep.com/en/blog/free-business-english-audio-lesson