Professional Documents
Culture Documents
Effective Telephoning 1
Effective Telephoning 1
Effective Telephoning 1
Desk preparation
Relevant documentation
Notes
Correspondence received
Computer files on screen
Pen and paper
Diary
Introduction:
Page 1 of 6
Business English
Effective Telephoning (Part I)
Introduce self
Ask for connection
Check name of person you are calling
(Small talk)
Introduce subject of call
Listen actively to responses
Page 2 of 6
Business English
Effective Telephoning (Part I)
Page 3 of 6
Business English
Effective Telephoning (Part I)
People:
Caller
Switchboard operator
Operator
Numbers:
Local, national, international code
Extension
Direct line
Home number, office/work number
Calls:
Long distance
Local
International
Collect (USA) / Reverse charge (UK)
Problems:
Bad line
Engaged (busy)
Cut off
Off the hook
Actions:
Pick up
Put down
Hold on
Hang up
Dial / redial
Page 4 of 6
Business English
Effective Telephoning (Part I)
18. Spelling
Offering help:
Shall I take a message?
Shall I ask him to call you back?
Making suggestions:
Shall we meet next week, then?
Shall we set up another appointment?
Note that we can only use Shall I …? and Shall we …? in this way. (*Shall he, *shall you,
*shall they would not be possible.)
Page 5 of 6
Business English
Effective Telephoning (Part I)
Note that can and will are more direct than could and would.
Page 6 of 6