1. TELEPHONE ETIQUETTE. TELEPHONE PHRASES., LESSON № 1 ESTABLISHING CONTACT BY PHONE

I. TELEPHONE ETIQUETTE. TELEPHONE PHRASES.

I.1. MAKING CONTACT
I.1.A. Asking for someone. Greeting. Introducing.

Good afternoon. Alfa Enterprises.
PIC Enterprises. This is Mr Smith speaking.
Speaking.
Could I have extension 303? / Extension 303 please?   
What is the dialing code to France?/ France dialing code, please.
Hello! Is that Mr Petrov? 
Could you put me through to Mr Peev?
Could I speak to Mr Serov / Mrs Serov.
I’d like to speak to Mr Jones / Mrs Jones, please.
Who shall I say is calling?
Can I ask, who is this?
Who’s calling please?
Could you hang on? /I’ll put you through now / I’m putting you through. I’ll put you through to him / to her.
Sure. Thanks.
This is Ivan Todorov.
I am Peter Smith from PIC inc.

I.1. B. Possibility/impossibility to realize a conversation. Reason for calling.                 

It’s fine. I’m listening.
I’m rather busy just now / Sorry, I don’t have time.
How can I assist you?
Can I help you? / What can I do for you? / How can I help you?
What are you calling about?
Is this a good time for you to talk now? / Can we talk now?
I understand.
I need some information.
I’m calling you about/ regarding in regard to the vacancy of telephone operator.
It’s for the vacancy of telephone operator.
I’d like more information.

I.2. Absent or indisposed.

Just a moment please. The line’s engaged / busy.
Hold the line please.Please hold / Hold on please.
I’m sorry, Mr Jones / Mrs Jones is out at the moment. He is absent / She is absent.
He / She is indisposed / He / She is not available.
I’m sorry, he / she is in a meeting / on a mission.
We were cut off.
Please call back later.
Could you call back in an hour?
Would you like to leave a message?
  
Can I leave a message?
I’ll call back later. Thank you.
I’ll try again later.
2. STRUCTURE OF BUSINESS TELEPHONE CONVERSATION, LESSON № 1 ESTABLISHING CONTACT BY PHONE

II. STRUCTURE OF BUSINESS TELEPHONE CONVERSATION

PHASE I
1. Greeting
Good afternoon!
Good morning!
2. Identification of contact
Who’s calling please?
Who shall I say is calling?
Hello! Is that Mrs Jones?
3. Introducing
My name is Max Molehill. I’m Manager of Bord Inc.
This is Peter Hesse.
I’m calling on behalf of Mr Smith.
4. Establishing contact
Could I speak to Mrs Smith please?
I’ll put you through to her.

PHASE II
1. Autorisation
Is this a good time for you?
I’m listening.
I’m quite busy at the moment / I’m busy right now.
2. Reason for calling
How can I help you?
I’m calling regarding the room for rent.
PHASE III
Providing information
PHASE IV
Summing up, confirmation,

PHASE V
Closure of the call

3. DIALOGUES, LESSON № 1 ESTABLISHING CONTACT BY PHONE

III.DIALOGUES

Compare bulgarian, russian, french and english versions of dialoges.

III.1. ESTABLISHING CONTACT

А: Good afternoon. RAMA. Сan I help you?
В: Hello. This is Anton Ivanov. I am calling from MEBEL,Ltd. I’d like to speak to
Mr. Smith, please.
А: Speaking.
B: Мr. Smith, hello. Is this a good time for you to talk now?
A: I’m listening.
B: I would like to get some information about your new collection
of garden furniture.

III.2. ABSENT OR INDISPOSED

А: Good afternoon. Victor Peev speaking from PRIMA. Could I speak to Mrs
Becker, please ?
В: I’m afraid Mrs. Becker is out at the moment. Can I take a message?
А: Could you ask her to call me back?
В: Yes, certainly.
А: Thank you very much. Goodbye.
В: Goodbye.
А: Good morning. SABREL.
В: Hello. My name is Ivan Petrov. I’m calling on behalf of LITEX. Could I speak
to Mr. Jonson, please.
А: Certainly, hold on, please. I’ll put you through to him…Sorry, he’s busy. Can
you call back later?
В: I’ll call back later, thank you. Goodbye.
А: Goodbye.

4. EXERCISES, LESSON № 1 ESTABLISHING CONTACT BY PHONE

IV. EXERCISES

IV.1 Put the dialogue in the correct order:

A.. I think I’ll hold on, thank you.
B. Good morning, Mr. Brown. I’m calling on behalf of Mr. Smith.
C. Hello. My name is George Fox. I’m telephoning from LITEX. Could I speak to Mr.
Brown, please?
D. Good morning. PENTAMEX . Can I help you?
E. Certainly. I’ll put you through. Sorry, his line is busy.
Would you like to hold on or call back later?
F. Hello, Brown speaking.

IV.2. Ask question.

IV.2.А.

1. – _____________?
– Yes, who would you like to speak to?
2. – ______________________?
– Speaking.
3. – _____________________ ?
– Hold the line, please. I’ll put you through to her.
4. – ___________________?
– Certainly. Go ahead.
5. – _______________________ ?
– Certainly. What’s your phone number?

IV.2.B.

1. – _________________ ?
– This is Peter Kant. I’m calling from PRIMA.
2. – ____________________?
– I need some information.
3. – ________________________?
– I think, I’ll hold on, thank you.
4. – _____________________?
– Yes, I’d like to leave a message, please.
5. – _____________________?
– I’ll call back later in one hour, thank you.

7. CORRECT VERSION, LESSON № 1 ESTABLISHING CONTACT BY PHONE

CORRECT VERSION

IV. EXERCISES

IV.1. A-4; В-6;C- 2; D-1; Е-3; F-5

IV. 2. А) Suitable questions :
1. – Is this extension 348?
2. – Could I speak to Mr Smith, please?
3. – Could you put me through to Mrs Mash ?
4. – Can I leave a message, please?
5. – Could you ask him to call me back, please ?

IV.2. В) Suitable questions:
1. – Who’s calling, please ?
2. – What are you calling about?
3. – The line is engaged. Would you like to hold on or call back later?
4. – Would you like to leave message?
5. – Can you call back later in one hour?)

V. ТRANSLATION
V.1. Translate from english to bulgarian.
1. Телефонът звъни.
2. Вдигам слушалката.
3. Набирам номера.
4. Обаждам се от името на Г-н Честер.
5. Ще проверя дали е свободна.

V.2. Translate from english to russian.
1. Вам удобно сейчас разговаривать?
2. Откуда Вы звоните?
3. Вы могли бы меня связать с линией 498?
4. Могу я узнать, кто звонит?
5. Одну минуту, пожалуйста.
V.3. Translate from english to french.
1. Je vous passe la communication.
2. Je regrette, mais il est occupé sur une autre ligne.
3. Passez-moi Mme Smith, s’il vous plaît / Pourriez-vous me passer Mme Smith ?
4. Avez-vous un annuaire s’il vous plaît ?
5. Quel est l’indicatif pour Plovdiv?

VI. TELEPHONE LANGUAGE – STYLISTICS

VI.1. INVITATION 1- b); 2–a);
VI.2. INVITATION 1- а); 2- b).

5. ТRANSLATION, LESSON № 1 ESTABLISHING CONTACT BY PHONE

V. ТRANSLATION

V.1. Translate from english to bulgarian.

1. The telephone is ringing.
2. I’m picking up the receiver.
3. I’m dialling a number.
4. I’m calling on behalf of Mr Chester.
5. I’ll see if she is available.

V.2. Translate from english to russian.

1. Is it convenient to talk at the moment?
2. Where are you calling from?
3. Could I have extension 498?
4. Could I ask who’s calling?
5. One moment please.

V.3. Translate from english to french.

1. I’m putting you through.
2. Sorry, he’s on the other line.
3. Could you put me through to Mrs Smith, please?
4. Do you have a directory please?
5. What is the dialling code for Plovdiv?

6. TELEPHONE LANGUAGE – STYLISTICS, LESSON № 1 ESTABLISHING CONTACT BY PHONE

VI. TELEPHONE LANGUAGE – STYLISTICS

А. BUSINESS TELEPHONE LANGUAGE – ORAL BUSINESS FORMAL COMMUNICATION BY TELEPHONE – BUSINESS TELEPHONE ETIQUETTE

B. COLLOQUIAL TELEPHONE LANGUAGE – INFORMAL SPOKEN LANGUAGE BY TELEPHONE

VI. Read the dialogues and answer the questions:

1. Which dialogue represents                                       а) the formal business style ?                                       b) the colloquial/ informal style?

2. Which dialogue represents                                               а) the birthday invitation to a close friend by telephone?                                                                            b) the dinner invitation to a colleague by telephone?

VI.1. INVITATION

–  Hi Nina! How are you?
–  Hi Boris. I’m fine, thanks. How are you ?
–  Good, thanks. I’d like to invite you to come to my birthday party next Saturday.
–  Sure! I’d love to!
– Great! The party starts at 7 pm at the club.
– Oh. Alright. I’ll be there. Did you invite many people?
–  Not really. Just my friends.
–  So I’ll see you at the party.
–  Yes, thanks for the invitation.
–  That’s really cool. See you on Saturday then.
–  Bye

VI.2. INVITATION

–  Hello. Can I speak to Mr Borisov?
–  Speaking.
– Good morning, Mr Borisov. This is Jim Dale of Prima.Inc.
– Good morning, Mr Dale. I am happy you are in Sofia.
– Can we talk now?
– I’m listening.
–  I’m in Sofia for 3 days. Would you like to have dinner with me at the Sofia Restaurant on Friday at 8 pm ?
–  I accept with great pleasure.
–  I’m so glad you could have dinner with me. So, we’ll meet at the Sofia Restaurant at 8 pm Friday. Goodbye.
–  Goodbye.