TELEPHONING

EFB I
UNIVERSITAS TEKNOKRAT INDONESIA
Telephoning
The converstation we have on the phone.
It plays an important role in the job
especially as the medium of
communication.
It is a regular part of most people’s work
day.
In business field, people usually doing a
telephoning to talk to a client, customer, or
colleague.
It makes the task easier.
Telephoning
France (2009) says that:
“Answer the phone with a smile on your face.
The smile can be heard and you will sound
happy and pleasant.”

• You have to create a good atmosphere when

you start telephoning. Keep smiling when you
pick a phone call and you will spread
happiness to the people you contact with.
Basic Vocabularies
Available Offer
Dial Resume
Contact Speaking
Connection Name
Check Identity
Greet Spell
Help Address
Caller Pick up
Receiver Message
Client Clarity
Polite confirm
 Phone Calling Process
Receptionist (receive the phone call)
1) Good morning, Binggo Corporation.
This is Miss Gardner speaking. May I help
you?
3) I am sorry, he is not available at the
moment.
5) Well, ma’am, he is out of town, would
you like to leave message? And he will
contact you later.
7) Let me confirm you again your name
and phone number . . . (confirm the
information)
9) You are welcome, Ma’am.
Caller (make a phone call)
2) I am Sophie Meliana, Mr. Han’s
secretary. Can I talk to Mr. Bang?
4) When can I contact him?
6) Okay, would you tell him to call me
back? My name is Sophie, S-O-P-H-I-E,
from ABC Corporation. My phone number
is 0823 – 3463 – 3778.
8) Yes you are right. Thank you.
Leaving an Taking a Message
There are many specific verbs and phrases
used when speaking on the telephone in
English.
Leaving message for someone who isn’t there
is usually a fairly predictable conversation,
with a fixed format and a limited set of
phrases that you can learn prepare to use
(Case, 2017).
Remember, you have to pay attention to the
ettiquette while telephoning, so that you can
do a conversation appropriately based on the
needs you want.
8 Telephone Etiquettes
1. Always identify yourself at the beginning of all calls.
2. Be sensitive to the tone of your voice.
3. Think through exactly what you plan to say and
discuss BEFORE you place a call.
4. Do not allow interruptions to occur during
conversations.
5. Especially when leaving messages, speak clearly and
slowly.
6. Build the habit of always turning off your cell phone
ringer when entering a meeting, restaurant, theater,
training class, or other place.
7. Always speak into the telephone receiver with an
even and tone of voice.
8. Do not allow yourself to be distracted by other
activities while speaking on the telephone.
 INDICATORS
The students are able to:
 Pick the phone on the 2nd ring
 Pick the phone on the left hand
 Give greeting
 Give introducing
 Offer the help
 Use the intonation politely
 Use the articulation clearly
 Response the conversation
 Manage difficult conversation the conversation on telephone.
 Convince the main topic before closing the conversation
 Ask for offering another help
 Say thank you before put the phone off
 Write the message into the message form
Leaving and Taking a Message
Grace Hello, B & B Corporation. What can I do for you?
Patricia May I speak to Mr. Brown, please?
Grace He is out at the moment. Can I take message?
Patricia This is Grace speaking. Please tell him to call me
back at 12.00
Grace Can you spell your last name?
Patricia Certainly. P-A-T-R-I-C-I-A.
Grace May I have your number, please?
Patricia Yes, it is 0878-9903-7625
Grace Well, is it 0878-9903-7625?
Patricia Yes, that’s right.
Grace Okay. I’ll give him the message.
Patricia Thank you very much.
 Some expressions in
telephoning
When we receive a phone call from our
colleagues, clients, or customer, we can
use some other expressions as follow:
Offering help Asking caller’s Confirming
identity information
Can I help you? Who is calling, Let me repeat
please? again your . . . .
What can I do Who is on the Let me verify
for you? line, please? again . . . .
Is there Who is Let me confirm
anything else? speaking, again your . . . .
please?
To whom am I
speaking?
 Getting the wrong number
Bradley Hello, B & B Corporation. May I help you?
Thompso Can I speak to Mike Holmes, please.
n
Bradley There is no Mike Holmes here. You must have
the wrong number.
Thompso Is this 021-256784?
n
Bradley No, it is 021-257684.
Thompso I am sorry. I must have the wrong number.
n
Bradley It’s okay. Good bye.