• Asking and Answering Questions

• Greetings and Introductions

• Numbers and Time

• Telephone Conversations

• Eating Out and Shopping

• Traveling

• Going to the Doctor

Telephoning in English includes learning a number of special phrases, as well as focusing on listening skills. Some of the most important phrases include how to answer the phone, how to ask for others, how to connect, and how to take messages.

Introducing Yourself

Here are a few ways to informally introduce yourself on the telephone:

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• This is Ken.
• Hello, Ken speaking

If you'd like to reply more formally, use your full name.

• This is Jennifer Smith speaking.
• Hello, Jennifer Smith speaking.

If you are answering for a business, just state the business name. In this case, it's common to ask how you can help:

• Good morning, Thomson Company. How may I help you?
• Plumbers Insurance. How can I be of service today?

British / American Difference

• Hello, this is Ken
• Brighton 0987654

The first example response is in American English and the second is in British English. As you can see there are differences in both forms. The telephone articles include both British and American English, as well as phrases that are common to both forms.

In American English, we answer the phone stating 'This is ...' In British English, it's common to answer the phone by stating the telephone number. The phrase 'This is ...' is used only on the telephone to substitute the phrase 'My name is ...' which is not used to answer the telephone.

Asking Who Is on the Telephone

Sometimes, you'll need to find out who is calling. Ask them politely for this information:

• Excuse me, who is this?
• May (Can) I ask who is calling, please?

Asking for Someone

At other times, you'll need to speak to someone else. This is especially true when you telephone a business. Here are some examples:

• Can I have extension 321? (extensions are internal numbers at a company)
• Could I speak to...? (Can I - more informal / May I - more formal)
• Is Jack in? (informal idiom meaning: Is Jack in the office?

Connecting Someone

If you answer the phone, you might need to connect the caller to someone at your business. Here are some useful phrases:

1. I'll put you through (put through - phrasal verb meaning 'connect')
2. Can you hold the line? Can you hold on a moment?

When Someone Is Not Available

These phrases can be used to express that someone is not available to speak on the telephone.

1. I'm afraid ... is not available at the moment
2. The line is busy... (when the extension requested is being used)
3. Mr. Jackson isn't in... Mr. Jackson is out at the moment...

Taking a Message

If someone isn't available, you might want to take a message to help the caller.

• Could (Can, May) I take a message?
• Could (Can, May) I tell him who is calling?
• Would you like to leave a message?

Continue practicing your skills by using the practical exercises below which include information on leaving messages on the telephone, how to ask native speakers to slow down, role plays on the telephone and more.

Practice With a Role Play

Begin by learning important telephone English with the dialogue below. Here is a short telephone conversation with some of the key phrases:

Operator: Hello, Frank and Brothers, How can I help you?
Peter: This is Peter Jackson. Can I have extension 3421?
Operator: Certainly, hold on a minute, I'll put you through...

Frank: Bob Peterson's office, Frank speaking.
Peter: This is Peter Jackson calling, is Bob in?

Frank: I'm afraid he's out at the moment. Can I take a message?
Peter: Yes, Could you ask him to call me at ... I need to talk to him about the Nuovo line, it's urgent.

Frank: Could you repeat the number please?
Peter: Yes, that's ..., and this is Peter Jackson.

Frank: Thank you Mr. Jackson, I'll make sure Bob gets this asap.
Peter: Thanks, bye.

Frank: Bye.

As you can see, the language is rather informal and there are some important differences from face-to-face conversational English.

Answering the phone (informal)

• Hello. Matt here. (caller unknown)
• Hi, Jody. How are you?
• Hey, Justin. What's up?

Answering the phone (formal)

• Hello? Serena speaking. (caller unknown)
• John Sayles speaking. Who's calling, please? (caller unknown)
• Doctor Martin's office. May I know who's calling, please? (caller unknown)
• Thank you for calling Jeans Plus. Jody speaking.
• Hello Maria. Nice to hear from you.
• Hello Dr Jones. How can I help you?
• City Library. Kim speaking. What can I do for you, Robert?

Introducing yourself

• Hey George. It's Lisa calling. (informal)
• Hello, this is Julie Madison calling.
• Hi. It's Angelina from the dentist's office here. (informal)
• Hello Sayoko. This is Alan calling from Big Boyz Autobody.

Asking to speak with someone

• Hi. Is Nina there? (informal)
• Can you put Michael on? (informal)
• Can I talk to Josef? Tell him Marilyn's calling. (informal)
• May I speak to Mr. Green in the accounting department, please?
• Good morning. Is Dr Martin available, please?

Connecting someone

• Just a sec. I'll get him. (informal)
• Hang on a moment. I'll see if she's in. (informal)
• One moment please. I'll see if he's available.
• Hold the line please. I'll put you through in a moment.
• Please hold while I put you through to the manager's office.
• All of our staff are busy at this time. Please hold for the next available person.

Making a request

• Could you please repeat that?
• Would you mind spelling that for me?
• Could you speak up a little, please?
• Can you speak a little slower, please. My English isn't very good, I'm afraid.
• Could you let me know when she'll be in the office, please?
• Would you mind calling back in an hour? I'm in a meeting just now.
• Can you call again? I think we have a bad connection.
• Please hold for just a minute. I have another call.
• Please don't call this number again.

Taking a message

• Can I take a message?
• Would you like to leave a message?
• Sammy's not in. I can tell him you called if you like. (informal)
• No, that's okay. I'll call him later. (informal)
• I'm sorry, but Lisa's not here at the moment. Can I take a message?
• I'm afraid he's stepped out. Would you like to leave a message?
• She's busy right now. Would you like her to return your call?
• He's in a meeting at the moment. Can he call you back when he's free?
• Fine. I'll let him know you called.
• I'll make sure she gets your message.

Leaving a message

• Can I leave a message?
• Would you mind giving her a message?
• Would it be possible to leave a message?
• Could you tell her Jonathon called?
• Could you ask him to call Paul when he gets in?
• I don't think he has my number. Do you have a pen handy?
• Thanks. It's James Brown and my number is 222 3456.

Confirming a message

• Let me repeat that just to make sure. It's James Brown at 222 3456?
• Was that 555 Charles Street, Apartment 66?
• I'll make sure he gets the message.
• It's Johnny, right? And you won't be at the club until midnight. (informal)
• Okay, got it. I'll let him know. (informal)

Answering machine and voicemail phrases

• Hey, Brad here. What's up? Let me know after the tone, OK? (informal)
• Hi, this is Liz. I'm sorry I can't take your call right now, but if you leave a message after the tone I'll get back to you as soon as I can.
• You've reached 222 6789. Please leave a message after the tone. Thank you.
• Thank you for calling Dr. Mindin's office. Our hours are 9am to 5pm, Monday to Friday. Please call back during these hours or leave a message after the tone. If this is an emergency, please call the hospital at 333 7896.
• You have reached Steve James, your guide to Computer Technology. Unfortunately, I can't take your call right now, but if you leave me a message and include your name and telephone number, I'll get back to you as soon as I can. You can also contact me via email at computech@XYZ.com. Thank you for calling.

Leaving an answering machine or voicemail message

• Hey Mikako. It's Yuka. Call me, OK? (informal)
• Hello, this is Ricardo calling. Could you please return my call as soon as possible. My number is 334 5689. Thank you.
• Hi Anderson. This is Marina from the doctor's office calling. I just wanted to let you know that you're due for a check-up this month. Please call us to make an appointment at your earliest convenience.

Ending a conversation

• Well, I guess I'd better get going. Talk again soon, OK? (informal)
• Thanks for calling. Bye for now.
• I have to let you go now.
• I have another call coming through. I'd better run.
• I'm afraid that's my other line.
• I'll talk to you again soon. Bye Jules.