1. 1

2. 2 Telephoning

3. 3 INTRODUCING YOURSELF Good morning Let’s start Shall we start Let’s get down to work

4. 4 Telephoning SAYING WHO YOU WANT I’d like to speak to…, please. Could I speak to…please? Could I have the…Department, please. Is…there, please? Can you put me through to…? Can you connect me with…?

5. 5 Telephoning ASKING THE CALLER TO WAIT Hold on, please/ hang on, please. Will you hold on or will you call back later?

6. 6 Telephoning SAYING WHY YOU’RE CALLING I’m calling /phoning about (the meeting) I’m calling /phoning for (some information) I’m calling /phoning to (let you know)

7. 7 Telephoning SAYING SOMEONE IS NOT AVAILABLE I’m sorry he’s/she’s not available. I’m afraid he’s/she’s busy. Sorry he’s/she’s away/not in/in a meeting/in Milan. Sorry he’s/she’s on holiday/vacation. Sorry he’s/she’s on maternity leave. I can connect you with her colleague. Sorry he’s/she’s off-sick. I’m afraid the line is busy at the moment.

8. 8 Telephoning LEAVING A MESSAGE Could you give her/him a message? Could I leave him/her a message? Please tell him/her… Please ask him/her to call at… Could you ask him/her to call me back?

9. 9 Telephoning TAKING A MESSAGE Can I take a message? Would you like to leave a message? If you give me your number I’ll ask him / her to call you later. Can I ask who’s calling?

10. 10 Telephoning PROMISING ACTION I’ll ask him / her to call you back. I’ll give him your message. I’ll call you on Monday. I’ll check that for you now. I’ll connect you with someone else. I’ll get him/ her for you. Just a moment, please.

11. 11 Telephoning OFFERING TO HELP IN OTHER WAYS Can anyone else help you? Can I help you perhaps? Would you like to speak to his assistant?

12. 12 Telephoning ASKING FOR REPETITION Excuse me. / Sorry, I didn’t catch (your name / you number / your company name / etc.) Could you repeat what you said? Excuse me. / Sorry, could you repeat your (name, number, etc.) Excuse me. / Sorry, I didn’t hear that. Excuse me. / Sorry, I didn’t understand that. Could you spell (that / your name), please. Sorry, what was the name? I’m afraid it’s a bad line. Could you speak up?

13. 13 Telephoning ACKNOWLEDGING REPETITION Okay, I’ve got that now. I understand. I see, thank you.

14. 14 Telephoning SAYING GOODBYE Thank you for calling / for your call. Nice talking to you. Talk to you later. I’ll speak to you tomorrow.

15. 15 hank you for your attention! Thank you for your attention!