1. Making a phone call

2. Introducing yourself Asking to speak to somebody Asking who the caller is Telling the caller that someone is not available Taking a messageAsking the caller to wait on the line

3. Introducing yourself  This is Mr Smith.  Mr Smith speaking.  My name is John Smith.

4. Asking to speak to somebody  Is Mr Smith there?  May I speak to Mr Smith?  I would like to speak to Mr Smith, please.

5. Asking who the caller is  Who shall I say is calling?  May I have your name please?  May I know who's speaking/ calling?

6. Telling the caller that someone is not available I'm sorry. Mr Smith is..... ...busy on another line. ... at a meeting. ... not in his office.

7. Taking a message Taking a message  Is there any message for Mr Smith?  Can(Could, May) I take a message?  Would you like to leave a message for Mr Smith?

8. Asking the caller to wait on the line  Can you hold on a moment?  Could you please hold the line?  Would you like to hold on?

9. A quiz

10. Who says this? Can I speak to Ms Smith, please? Can I speak to Ms Smith, please? a) The caller. b) The operator. c) The person who is receiving the call. the call.

11. Who says this? Mary speaking. Mary speaking. a) The caller. a) The caller. b) The operator. b) The operator. c) The person who is receiving c) The person who is receiving the call. the call.

12. Who says this? Can I take a message? Can I take a message? a) The caller. a) The caller. b) The operator. b) The operator. c) The person who is receiving c) The person who is receiving the call. the call.

13. Who says this? Hold the line, please. Hold the line, please. a) The caller. a) The caller. b) The operator. b) The operator. c) The person who is receiving c) The person who is receiving the call. the call.

14. Which is the most proper answer? I could get him to call you back in I could get him to call you back in a few minutes. a few minutes. a) No, I prefer to hang on; a) No, I prefer to hang on; it's very important. it's very important. b) Yes, I'll put you through. b) Yes, I'll put you through. c) Hang up and I'll call you back.

15. Which is the most proper answer? I'm afraid he's out of the office I'm afraid he's out of the office and won't be back for an hour or so. and won't be back for an hour or so. a) Well, could you get him to call me a) Well, could you get him to call me back as soon as he gets in? back as soon as he gets in? b) Hang up and I'll call you back. b) Hang up and I'll call you back. c) Yes, I'll put you through. c) Yes, I'll put you through.

16. Which is the most proper answer? Could I speak to Ms Johnson, please? Could I speak to Ms Johnson, please? a) Hang up and I'll call you back. a) Hang up and I'll call you back. b) Yes, I'll put you through. b) Yes, I'll put you through. c) No, I prefer to hang on; c) No, I prefer to hang on; it's very important.

17. Which is the most proper answer? There's a lot of noise on the line. There's a lot of noise on the line. Could you speak up? Could you speak up? a) Yes, I'll put you through. a) Yes, I'll put you through. b) I'm afraid you seem to have b) I'm afraid you seem to have the wrong number. the wrong number. c) Hang up and I'll call you back. c) Hang up and I'll call you back.

18. Basic points to know when telephoning Answer on the first or second ring. Identify yourself clearly. Use your friendly voice. Ask how you can help.

19. Basic points to know when telephoning Take messages carefully. Spell and/or pronounce the caller's name correctly. Repeat the message. Always be polite ---Smile.