1. BUSINESS ENGLISH
Začetni teČaj

2. READING NUMBERS AND LETTERS
Ext. 202
Janez Novak
Barbara Škerl

3. MAKING A CALL Hello, this is [your name] from [company name].
Hi, it’s [your name] from [company name].
May I speak to [person’s name]?
I’d like to speak to [person’s name], please.
I’m calling to ask about/discuss/clarify…
I just wanted to ask…
Could you tell me…?

4. LEAVING A MESSAGE
Could you please take a message? Please tell her/him that…
I’d like to leave her/him a message. Please let her/him know that…

5. LEAVING A MESSAGE
1. Hello. This is Ana Novak calling. I‘m calling about the change in the date of our meeting. Would you please call me back as soon as possible?/Perhaps you can call me back? My phone number is Hi Mary, this is Josh from ABC Company. I have some questions regarding the financial data you sent me yesterday. Can you give me a call back when you have time? My number is Thank you. 3. Hi Jack, this is Julie from Consult R Us. I am missing a couple pages on the document you sent me. Can you call me when you are free? My number again is Thank you.

6. Leaving a message
1. Hi Josh, this is Mary and I am returning your call. I'll be in the office for the next three hours, so feel free to call me back any time. Just in case, my number is " 2. Hi Julie, this is Jack. I double checked the documents I sent you and I am not sure what pages you are missing. I might not be at my desk, so feel free to call me on my cell phone. The number is Hope to hear from you soon so we can straighten this out.

7. Leaving a message
Hi Mary, this is Josh again from ABC Company. I'm not sure if you got my first message so I am leaving one more. I have some questions regarding the financial data you sent me several days ago. Can you call me at when you get a chance? Thank you.

8. RECEIVING A CALL
Hello/Good morning/Good afternoon. [Company name], [your name] speaking, how may I help you?
[Company name], [your name] speaking.

9. TraNSFERRING THE CALL Hold the line, I’ll put you through.
One minute, I’ll transfer you now.
Let me see if Ms…… is available.
One moment, please.
Yes, can I ask who's calling?
Sure, I will transfer you to (name of person). Can I tell him/her who's calling?
Of course, I will put you through to him (transfer the call) right away.

10. APOLOGISING I'm sorry, Mr. X can't take your call at the moment.
I'm afraid the line's engaged. Could you call back later?
I'm sorry. He's out of the office today.
I'm afraid we don't have a Mr./Mrs./Ms/Miss. ... here
I'm sorry. There's nobody here by that name.
Sorry. I think you've dialled the wrong number.

11. TAKING A MESSAGE & HELP
I’m sorry, she/he’s not here today. Can I take a message?
I’m afraid he/she’s not available at the moment. Can I take a message?
I’ll give him/her your message as soon as he/she gets back.
I’ll send you the report as soon as possible.

12. RETURNING A CALL I'm returning your call from yesterday.
I'm calling you regarding ...
I got a message to call you.

13. RECEIVING A FOLLOW-UP CALL
Thank you for responding so quickly,
I appreciate your getting back to me.

14. ENDING A CALL Thank you very much for your help. Thanks for calling.
Thank you for your time.

15. COMMUNICATION PROBLEMS
Could you spell that for me, please?
How do you spell that, please?
Let me see if I got that right.
Would you mind speaking up a bit? I can’t hear you very well.

16. GREETINGS ON ANSWERING MACHINES
1. Hello. You‘ve reached Slovenske nepremičnine. Unfortunately, no one is available to take your call at the moment. Our office hours are 9 to 5. Please leave your name and phone number after the beep. We‘ll call you as soon as possible. 2. Hello. This is the answering machine of Maja Jereb./This is Maja Jereb‘s answering machine./You‘ve reached Maja Jereb. I‘m not available at the moment. Please leave your name and phone number after the beep. I‘ll call you as soon as possible.

17. MOBILE PHONES - CALLING
Hi, can you speak?
Hi, am I interrupting something?
Do you have time?

18. MOBILE PHONES - ANSWERING
No, you‘re not interrupting. What can I do for you?
I‘m sorry, I can‘t talk right now. Can I call you back later?

19. EXAMPLES
"Hi, this is Matt from ABC Company. I have some questions on your Platinum level business package. Can you redirect me to someone who can help?"

20. EXAMPLES
Michelle: Hello, you've reached the marketing department. How can I help?
Male: Yes can I speak to Rosalind Wilson, please?
Michelle: Who’s calling please?
Male: It’s Richard Davies here
Michelle: Certainly. Please hold and I’ll put you through.
Male: Thank you.

21. EXAMPLES A: Hello, this is Chris Hust. May I help you?
B: Hi Chris, this is Suda from Thailand Travel. There was a problem with our display advertisement last week. The telephone number was missing!
A: Oh no! Let me check on an that. Can I give you a call back this afternoon?
B: Yes, please do – we’d like a credit or for the ad to run again, please.
A: I am sure we can arrange something, Suda.
B: Thank you, Chris. I’ll talk to you later.
A: Thank you for letting me know about the problem, Suda. Bye, bye
B: Bye, Chris.

22. EXAMPLES Michelle: Hello, marketing. How can I help?
Male: Could I speak to Jason Roberts please?
Michelle: Certainly. Who shall I say is calling?
Male: My name’s Mike Andrews.
Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’m just putting you through.

23. EXAMPLES
Helen: Midtown Computer Solutions, Helen speaking. How can I help you?
Ryan: Hello, this is Ryan Bardos. May I speak with Natalie Jones, please?
Helen: One moment please - I'll put you through.
Helen: Mr. Bardos? I'm sorry, Natalie's in a meeting at the moment. Would you like to leave
a message?
Ryan: Yes, could you ask her to call me back as soon as possible? It's pretty urgent.
Helen: Of course. Does she have your
Ryan: She has my office number, but let me also give you my cell - it's
Helen: Let me read that back to you
Ryan: That's right.
Helen: And could you spell your last name for me?
Ryan: B as in Boston - A - R - D as in dog - O - S as in September
Helen: Okay, Mr. Bardos. I'll give her the message.
Ryan: Thanks a lot. Bye.

24. EXAMPLES
Now let’s listen to the second part of the conversation, when Natalie calls Ryan back.
Ryan: Hello?
Natalie: Hi, Ryan, this is Natalie returning your call.
Ryan: Hi Natalie, thanks for getting back to me. I was calling about the shipment of
keyboards for our office - we haven't gotten them yet.
Natalie: Oh, that's not good - they were supposed to be delivered three days ago.
Ryan: Exactly, and we have a new group of employees starting on Monday, so we really
need those keyboards as soon as possible.
Natalie: Okay, I'll look into it right away - if necessary, we can send you an emergency
overnight shipment.
Ryan: Thanks, Natalie, I appreciate it.
Natalie: No problem, Ryan. I'll call you back a little later, as soon as I have more
information.
Ryan: Sounds good – talk to you soon.
Natalie: Bye.

25. USEFUL VOCABULARY 1. hold on 2. hang on 3. put (a call) through
4. get through
5. hang up
6. call up
7. call back
8. pick up
9. get off (the phone)
10. get back to (someone)
11. cut off
12. switch off/turn off
13. speak up

26. USEFUL VOCABULARY country code area code city code company code
introduce oneself
ask sb for a number
answering machine
emergency call
long-distance call