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  • Hello everyone and welcome to English like a native with me, Anna English

  • In today's lesson we're going to be learning all about...

  • Excuse me, sorry

  • Hello

  • That's right, we're doing a lesson all about

  • Telephone English

  • Talking on the phone can be very stressful, and I'm going to let you into a little secret

  • I used to have a fear of answering the phone

  • and even now I get very nervous when I have to speak to someone on the telephone

  • And it's made even worse when English is not your first language

  • The reason they're talking on the telephone is so stressful is because you're removing

  • important communication elements such as body language and lip-reading

  • All you have to rely on is your ear and your voice

  • But in many jobs talking on the phone is a necessity and you require those skills

  • So, let's talk about telephone business English

  • And if after this video you feel you need a more comprehensive guide

  • than I do have an ebook available on my website as well

  • and that is available via the link in the description box below

  • So firstly let's look at answering the phone

  • You cannot simply in a work environment answer the phone by saying hello

  • Because the person on the other end will think that perhaps they've dialed the wrong number

  • So there are a few different ways in which you might answer the phone in a work environment

  • But here are a few options. You could answer simply by saying the company name

  • Jitterbug Limited

  • Or you could answer by saying the company name and then your own name

  • Hello, jitterbug limited, Anna's speaking

  • Or you could answer by saying the company name, your own name and then how may I help you

  • Hello, jitterbug limited, Anna's speaking how may I help?

  • If you're the person making the call then always start off by saying hello

  • And then it's always good to introduce yourself now you can choose whether you want to just introduce your name

  • or you could and it's probably better to introduce your name and where you are calling from?

  • Whether you are a customer, or if you're calling from another company

  • It's always good to let them know who they're dealing with in the very early stages

  • And always try to be clear and precise when giving this information

  • But don't be surprised if you're asked to repeat this information later in the call

  • So here are some examples

  • Hello, this is Anna. I'm just calling because...

  • Hello, this is Anna speaking. I'm just calling because...

  • Hello, this is Anna speaking calling from the post office. I'm just calling because...

  • Some people feel it is more professional to introduce yourself with your full name

  • However this is a little old-fashioned

  • But it does depend on the industry in which you work for example if you work for a law firm

  • then that definitely needs a more formal approach

  • So in a law firm you would use your full name.

  • However in a trendy up-to-date design company then it would be a little bit old-fashioned

  • to be using your full name on the phone

  • I'm much better to go for the friendly approach of just saying hello, my name's Anna

  • If I'm making the call and there's someone I specifically want to speak to

  • or there's a certain Department I want to be put through to

  • Then I'm going to first speak to the receptionist and ask them to connect me to the right person

  • Some of the phrases I might use are

  • Hello, could I speak to Mr. X please

  • Hello, is it Mr. X in today?

  • Oh Hello, can you put me through to Mr. X please?

  • Hello, can I have extension 123 please?

  • Oh. If you've been given a special extension number to reach a certain person

  • then you'll either be asked to dial the extension number in

  • or you'll be asked by a receptionist what extension you want

  • and then you just quote the extension number for them to put you through

  • Thank you

  • But if you don't know exactly who it is you need to speak to

  • You just know you need to speak to the marketing manager or the editor or

  • somebody in the finance department for example, then you'd simply say

  • May I speak to someone in the finance department, please?

  • Can you put me through to the finance department, please?

  • Hello is it possible to speak to the finance manager, please?

  • If the person you want to speak to is not available

  • Then you will probably be given the option to leave a message

  • Now the information that you'll be expected to leave in a message is as follows

  • Your name, the company you're calling from, a brief description as to why you're calling

  • A call to action. So tell them that you would like them to call you back or

  • Let them know that you will be calling this afternoon

  • and they should expect your call or ask them to drop you an email perhaps

  • And then finally a contact telephone number or email address

  • This is really important. If they don't know how to contact you

  • then they won't be able to get back in touch with you

  • Hello, it's Anna here from English like a native. I just wanted to confirm

  • What time you'd like your lesson tomorrow?

  • If you could drop me an email to confirm what time is suitable for you then that would be fantastic

  • My email address is Englishlikeanative@email.email

  • Alright, I will look forward to hearing from you. Bye

  • Whether you are making the call or receiving the call, if you have any trouble understanding what the other person is saying

  • Then don't panic. You could say one of the following lines

  • I'm sorry could you repeat that please?

  • Would you mind spelling that out for me?

  • Would you mind speaking slowly for me, please?

  • I'm afraid. This is a very bad line. Could you speak up?

  • Now I'm going to give you eight of the most common telephone phrasal verbs

  • Number one hold on

  • If you're being asked to hold on then it means wait for a moment, don't do anything

  • Don't end the call don't go away from the phone. Just wait, hold on

  • Number two hang on

  • Hang on is exactly the same as hold on. It's just slightly less formal. Hang on a second

  • Number three put through

  • To be put through or to put somebody through means that you are going to connect to the call

  • Hang on a moment. I'll put you through

  • Number four get through

  • If you get through it means you have been successfully connected

  • If you can't get through it means you've tried to call but you can't connect with anyone

  • Perhaps nobody is answering the phone or perhaps the phone line is busy

  • I just can't get through

  • Number five hang up

  • If you hang up then you end the call so I could say

  • He just hung up on me I can't believe it

  • or I might say wait don't hang up. I think he's just walked in the office now. I'll put you through

  • Number six Call back

  • If you call someone back, It means that you are returning their call so you might ask for a call back

  • Hello. Could you call me back in five minutes? I'm very busy right now

  • Number seven. Pick up

  • To pick up means to answer the call. So if the phone is ringing. I might say to you. Could you pick that up?

  • Could you pick up the phone?

  • Did you pick up the call?

  • And finally number eight get off

  • If you get off then you get off the call, you get off the phone, you end the conversation

  • So I must get off the phone. I'm so sorry. I've got to get off now. Bye

  • And on that note I too must get off but before I leave, don't forget to give this video a thumb up if you enjoyed it

  • If you do want a more comprehensive guide to business telephone English then do remember

  • There's a link to the e-book down in the description box below

  • along with lots of other fantastic links including my social media links

  • So come and follow me on Instagram on Facebook on Twitter if you so desire

  • Otherwise, don't forget to subscribe

  • Have a wonderful day, take care and goodbye

Hello everyone and welcome to English like a native with me, Anna English

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A2 UK call telephone anna calling speak hang

TELEPHONE ENGLISH | How To Sound Professional On The Phone | Business English Lesson

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    Jade Weng posted on 2018/12/04
Video vocabulary