1. Hello? Using the telephone

2. Telephone Game

3. Telephone Game
Roy rode the blue bus on Avenue B to buy a boat for his wife Bella

4. Communication
Listening
Speaking
Dialogue
Negotiation of meaning

5. Telephone Difficulties

6. Telephone Difficulties
Opening a conversation
Taking a message
Leaving a message
Understanding the other person
Making the other person understand you
Ending a conversation

7. Telephone etiquette When do we use formal language?
When can we be informal?
Do you all have jobs that require some level of formality?
Remember that although Americans are pretty informal in general, they still are concerned with politeness.
Notice the formal and informal phrases on the following pages.

8. So what do you say after “Hello?”
May / Could / Can I speak to Mr. Yao, please?
This is Cathy Lee, I’d like to speak with Bill Preston please.
Is Frank there / in? This is Cathy Lee.
Tina Jones, please.
Extension 355 please.
Could / Can you please connect me to extension 355.
Can we say “hi”?

9. Who is this, please? This is …
May I ask who is calling?
Who’s calling, please?
Who’s this?
This is …
If you did not introduce yourself or the caller did not introduce themselves, we can ask ... Who’s this please?
Carla calling.
Mrs. Kim speaking.
Shawn.

10. Practice Calling your good friend from high school.
Calling a classmate.
Calling a co-worker.
Calling the president of NYU.
Calling the diplomat office.

11. Hmm, let me see where she is…
Would / Do you mind holding for a minute, please?
Could you hold, please?
Please hold a moment / minute.
Hold on one moment, please.
Just a second / moment, I’ll check /see.
Hang on, I’ll transfer you.
Ummm, not sure… could you hold for a sec?

12. Nope, not here.
I’m so sorry, but she isn’t here right now. Would you like to leave a message?
I’m sorry, but he just stepped away. Would you like to try again in a little while?
I’m sorry, but she is in a meeting right now. Can you call back in an hour?
I’m sorry, but he is not available right now. May I take a message?
Oh, she’s in class now. Do / did you have a message for her?

13. I’ll try to catch him later…
What is a good time to reach him?
When do you expect her back?
I’ll call back / try later.
Please tell her to give me a call when she’s free / as soon as possible / later today / later on.
My name is … (Say your name slowly) (Spell it slowly)
I can be reached at (212) (ask them to repeat if necessary).
She can reach / call me at (612)

14. I don’t understand what you are saying!
I’m sorry / Excuse me / Pardon me, what did you say?
Could you please slow down? I’m having trouble following you.
Would / Could you please repeat that?
Would / Do you mind please repeating that?
How did you spell that?
I didn’t catch what you said.
That was _________, wasn’t it?
Did you say _________?
Was that ___________?
See pages 17 and 18 of textbook for addition clarification phrases

15. Practice leaving a message
You are looking for your friend Doug. He is in class. He has your textbook that you need now. Leave a message with his roommate.
You are a reporter looking to speak with Mayor Bloomberg. Mr. Bloomberg is not available. You need to speak to him very soon. Leave a message with his assistant.
You need to speak to your boss about taking vacation next month. He is in a meeting. Leave a message with his secretary.
Don’t forget to leave your contact information! Try to have students use the clarification phrases and “i’ll catch try to catch him later” phrases

16. Are you too busy to talk?
Is this a good time to speak? I hope I’m not interrupting anything.
Do you have a minute to talk?
Are you free now?
Can you talk now?

17. I’m too busy to talk to you.
I’m sorry but I can’t talk right now. How about calling back in an hour?
I’m sorry but I’m in the middle of something. Can I call you back in a few minutes / an hour / when I’m done?
Sorry, I have to leave but can I call you later?
I’m tied up at the moment. When is a good time to call you back?
I’m on my way to a meeting. How about calling back in an hour?

18. Practice
Calling a classmate for next week’s homework. It is around dinner time and the person is in the middle of cooking.
Calling your professor who is just about to leave the office to teach a class.
Calling a business associate who has just received a call on another line. It’s a very important call that must be taken now.
Calling a friend who is watching the end of a very important sports game and doesn’t want to miss the end.

19. Before saying Bye! (the caller)
I’ve really enjoyed talking to you / our conversation.
I hope to speak to you / hear from you soon.
Well, it’s been good / nice talking to you.
I’d better let you go.
Thanks for your time.
I appreciate your help.
Speak to you soon / later.

20. Before saying Later! (the person being called)
It was really good / nice to hear from you.
Well, thanks for calling.
Give me a call if you have any more questions.
Let me know if I can be of any more help.
Feel free to call again.
Notice that the person being called can mimic what the caller has said.