Making and Receiving a Phone Call

In this post I would like to write about one of the material in my English Business subject that is "Making and Receiving a Phone Call". It is not a new thing for us to make or receive a phone call but usually we doing it in informal way. Then how to do it in formal way? It is not much different from informal way but the words and what you going to talk about in phone. To talk about it that the subject is English Business means we are going to talk about business. Let's check this out!

Learning how to communicate well on the telephone is one of the top priorities for many students who need to use English at work. Learning the common phrases that are used on the telephone helps students know what to expect. However, what students often need most is practice, practice, and more practice. Telephoning requires special skills as there are a number of difficulties that arise when telephoning that are specific to telephoning. The first and foremost difficulty is not being able to see the person you are communicating with. This lack of visual communication often makes students, who can communicate quite successfully in other situations, nervous and thereby hinders their communicative abilities. Add to this the typical hectic pace of business communication, and you have a particularly difficult situation.

Most commonly used word-groups while making a phone call 

• Hello? Is that (the HDFC bank)?
• Can I speak to (the manager), please?
• Can I have extension 801?
• Could I speak to…? (Can I – more informal / May I – more formal)
• Is George in? (Informal idiom meaning: Is George in the office?)
• I’d like to speak to (Miss Alice)
• I’m calling to ask about…
• I’d like to ask about / in inquire / know if…
• Can / Could you give any information about / on…?
• I’d appreciate it if you could give me some information on…
• I wonder if you could tell me about…
• I was wondering if you could help me…
• I’d like to know…
• I’d like to speak to…
• Could I speak to someone who…
• Could you put me through to Mr. Jones, please?
• Can / Could you tell me…?
• Sorry to trouble you, but is…
• Do you have any idea when / What / Where…
• Hello is this Dr John’s office?

C.  

If you are answering the phone on behalf of the company, e.g. as a receptionist would, it is normal to say ‘Hello’ and give the name of the company. If your full name. For example ‘Hello, David Abraham’. If you don’t do that the caller can easily become confused.

It’s a good idea to write down someone’s name at the beginning of a call. If you miss their name, do ask again. Say ‘I’m sorry I didn’t catch your name’. If you want somebody to spell their name, do ask too – say ‘Would you mind spelling your name please?

D. Answering the phone

• Good morning / afternoon / evening, Jackson Enterprises, Silvia Jones speaking.
• This is … speaking
• How can I help you?
• How may I help you?
• Could you speak up, please?
• Who’s speaking, please?
• Excuse me, who is this?
• Can I ask who is calling, please?
• Am I speaking to…?
• Could you spell that please?
• Am I speaking to..?
• Could you spell that please?
• Am I speaking to…?
• Could you spell that please?
• Who would you like to talk to sir / madam?
• One moment please, I’ll see if Mr. John is available
• Hello / This is (9849227667) / (Venkat)
• Who’s speaking, please?
• Who’s calling?
• Excuse me, who is this?
• Can I ask who is calling, please?
• Speaking.
• This is Swarna.
• Swarna speaking.
• This is (me) speaking
• Hold on / Hang on.
• I’ll call him / I’ll get him.
• I’ll put you through/I’ll connect you.
• Goodbye.

E. Expressions for Making and Receiving Phone Calls at Work

Below are some expressions we use for making and receiving phone calls at work. These phrases will help you prepare for telephone conversations in English.

Making Phone Calls

Introducing yourself

Good morning/afternoon/evening. This is Mike at (company name)/Mike from (department name). Could I speak to (person you’re calling for)?
Good morning/afternoon/evening. This is Mike at (company name)/Mike from(department name). I’m calling about/because…

When the person you want to speak to is unavailable

Can I leave a message for him/her?
Could you tell him/her that I called, please?
Could you ask him/her to call me back, please?
Okay, thanks. I’ll call back later.

Dealing with bad connections

I think we have a bad connection. Can I call you back?
I’m sorry, we have a bad connection. Could you speak a little louder, please?
I’m sorry, could you repeat that please?

Ending the call

Thank you very much. Have a good day.
Thanks for your help. Have a good day.
 

Receiving Phone Calls

Answering the phone

Company ABC, this is Mike. How may I help you?
Good morning/afternoon, Company ABC. How may I help you?
Purchasing department, Frank speaking.   
Note: If we are taking an external call and talking to a customer, “How may I help you?” is common. If we are taking an internal call, we normally do not say “How may I help you?” For internal calls, saying your name and your department is usually sufficient.

Getting the name of the caller if he/she doesn’t give it to you

May I have your name please?
Who am I speaking with?
May I ask who’s calling?

Responding to a caller’s request

Sure, let me check on that.
Let me see if she’s available.
Sure, one moment please. 

Asking someone to wait on the line

Can I put you on hold for a minute?
Do you mind holding while I check on that? (or “handle that for you,” “check to see if he’s available,” etc.)

Taking a message

He’s/she’s not available at the moment. Would you like to leave a message?
He’s/she’s out of the office right now. Can I take a message?

 Dealing with bad connections/wrong numbers

I’m sorry, we have a bad connection. Could you give me your number and I’ll call you right back?
I think we have a bad connection. Could you speak a little louder, please?
I’m sorry, could you repeat that?
I’m sorry, you have the wrong number.

Ending the call

Is there anything else I can help you with?…Okay, thanks for calling. Have a great day.
Is there anything else I can do for you?…Okay, have a good day.

References :

http://www.businessenglishresources.com/31-2/student-section/business-vocabulary/expressions-for-making-and-receiving-phone-calls/

http://spokenenglish4u14tips.blogspot.co.id/2012/02/making-and-receiving-phone-call.html