Module 1_STarting and Ending a call

EMAIL & VIDEO CALLING

Module 1

Starting & Ending Video Calls

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Complete the questionnaire: Yes, of No!
course
When can you remember…

a) what someone said completely on the phone?

b) you were a little rude and unhelpful because you
were busy?

c) constantly asking the other person to repeat
what they said on the phone?

d) putting off a call because you didn’t want to
speak English?

e) didn’t understand anything?

f) asked the caller to send an email because you
didn’t understand?

g) wanting to talk to the other person face to face?

h) making your colleague answer the phone
because you knew the call was in English!

Warming-up

Numbers are a nightmare!

In addition to the 26 code words that are assigned to the English letters, the
NATO Phonetic Alphabet also has a pronunciation guide for digits:

0 (zee-ro) 1 (wun) 2 (too) 3 (tree) 4 (fow-er)

5 (fife) 6 (six) 7 (sev-en) 8 (ait) 9 (nin-er)

Numbers ➔
Listen and complete the sentences with the different phone numbers.
and information that you hear.

1) My phone number is __________________.

2) Jake called and left his mobile number, here it is __________________.

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3) What's the tollfree number for their helpdesk? __________________.
4) My work number is __________________, my extension is ___________?
5) I think they have changed their number, have you tired calling ______________?
6) You can call my work number _____________________, extension _________.
7) Can you tell him to call me back at this number __________________?
8) My colleague's number is _____________________.
9) Call Richard immediately at this number _________________, he's in his office.
10) My new mobile number is __________________.
11) I'm not sure I caught that, did you say __________________?
12) Can you repeat the number, the line is not very good__________________.

Spelling ➔
If you need to spell your name, or take the name of your caller, the biggest problem
is often saying vowel sounds:

Vowels ✓ 'a' is pronounced as in 'may'
✓ 'e' is pronounced as in 'email' or 'he'
✓ 'i' is pronounced as in 'I' or 'eye'
✓ 'o' is pronounced as in 'no'
✓ 'u' is pronounced as 'you'

Consonants ✓ 'g' is pronounced like the ‘girl’ or ‘Germany’
✓ 'j' is pronounced as in 'DJ' or 'Jane'
✓ 'w' is pronounced 'double you'
✓ 'x' is pronounced 'ex'
✓ 'y' is pronounced 'why'
✓ 'z' is pronounced 'zed' (rhymes with 'bed' in British

English), or 'zee' (rhymes with 'sea' in American
English).

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International Spelling Alphabet

ABCD E FG

Alfa Bravo Charlie Delta Echo Foxtrot Golf

H I J K L M N

Hotel India Juliett Kilo Lima Mike November

O P Q R S T U

Oscar Papa Quebec Romeo Sierra Tango Uniform

V W X Y Z

Victor Whiskey X-ray Yankee Zulu

Listen to the five names being spelled out and write them down.

1 ____________________________________________________
2 ____________________________________________________
3 ____________________________________________________
4 ____________________________________________________
5 ____________________________________________________

*FYI – Using first names or surnames (family names)
with people in English depends on our relationships with
those people.

Spelling Examples

➔ Caller 1: What’s your email address?
Caller 2: [email protected]. That’s J like John. Underscore. D like Denver. O-
R—S-E-Y at-gmail.com.

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➔ Caller 3: What’s your city?
Caller 4: Stratford. That’s S as in Sierra. T as in Tango. R as in Romeo. A as in
Alfa. T-F-O-R. D as in Delta.

➔ Caller 5: What’s your home address?
Caller 6: Three. Five. Two. Sydney Run Road. That’s B like Boston. E-A-V like
Victor. E-R. Beaver. Ruin’s spelled R-U-I-N like New York.

Bonus Listening
Here is more practice with spelling. You can do this bonus activity
of you need more practice! Listen to the 10 emails given over the
phone and write them down.

1 ____________________________________________________
2 ____________________________________________________
3 ____________________________________________________
4 ____________________________________________________
5 ____________________________________________________
6 ____________________________________________________
7 ____________________________________________________
8 ____________________________________________________
9 ____________________________________________________
10 ____________________________________________________

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Starting Calls

How to answer the phone

How the caller should start a phone call
So, the first thing that the caller should do is to greet the receiver. This
could also be the same greeting as the receiver used when they answered
the phone.

• Receiver: “Good afternoon. Eni Power. Stefano Parodi speaking. How can I
help you?”

• Caller: “Good morning, Eni Power…”

✓ You can also use shorter phrases for answering the phone such as
“Accounts Department, How can I help you?” or “Hello. Judith Ryan”.

✓ It is also quite common to get straight to the point and say “Hi Lucas” if
you know who is calling (if their name pops up on your screen).

Standard responses:
• Good morning/ afternoon/ evening, Eni Power.
• Eni Power, good morning/afternoon/evening. May I help you?
• Eni Power. Accounts Payable / Human Resources / Purchasing Department/
Division/ Section/ Team

BONUS Material
YOUR Voice on the Telephone: Tone, Intonation and Emphasis

• It’s often difficult to hear pronunciation errors in your own speech because you are concentrating on
communicating rather than the sound you are making.

• If you cannot hear your pronunciation problems, it’s tough to correct them. Try recording your speech with
your smartphone or PC and making a note of specific areas you need to improve on.
o Use the following sentences when you record yourself.
o Try each word or phrase with different types of sounds.

➔ Sounding Happy (2) Sounding tired (3) Sounding Professional.

• When you listen to your recordings, think about:

(1) How did you sound? (2) Is there a difference in the way you said the words or sentences? (3) Are you
happy with your voice and intonation? Or would you like to improve on your "sound"?

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Practice

Look at the words below. Write the words in the correct column in the table below.
The first one has been done for you:

a phone answer a guest quickly angry promptly

politely polite call reception an enquiry speak

Noun Verb Adjective Adverb
a phone (example)

Practice

Answering the phone ➔ Complete the chart. Is the call informal or formal? Is
the “caller” known of unknown? Check the correct boxes.

Dialogue Informal Formal Is the “Caller”
known or unknown?

Hello. Linda here.

Hello? Nicky speaking.

Resource development. Meeka
speaking. What can I do for you,
Jeff?
Hey, Michael. What's up?

Accounts Payable. May I ask who’s
calling, please?
Thank you for calling Nadine,
Lindsey speaking.
Hi, Frank. How are you?
Hello Ms. Barkley. How can I help
you?
Mark Kramer speaking. Who's
calling, please?
Hello Rachael. Nice to hear from
you.

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Making the call & asking for someone

➔ May and can are used to making offers or requesting something.
We use “modals” when speaking on the phone.

✓ May I help you?
✓ Can I help you?
✓ May I take a message?

➔ Could is the most commonly used modal verb when making polite
requests. Requests formed using could sound more polite.

Listen to the introduction of this section and fill in the missing words:

1. _________ I have your _________? Pag. 9 di 17
2. _________I have your _________ _________?
3. Could you _________your first _________?
4. Could I _________the _________of your email?
5. Could I _________to Massimo _________, please?

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6. Could you _________me _________to the Sales Department?
7. Could you _________me to Liz Dexter in _________?
8. Could you _________me to Stuart Meyers on extension _________?

9. Practice

Underline the correct phrases in italics in this conversation.
Reception ➔ (1) Ready / Hello. Sales. (2) Can I help you? / What do you want?
Frank ➔ Yes. (3) Give me / Can I speak to Josh Taylor, please?
Reception ➔ Certainly. One moment.
Josh Taylor Hello. (4) Forty-five, seventy-three, twenty-five. / Four five, seven three,
two five.
Josh Taylor ➔ (5) Speaking/Talking.
Frank ➔ Hi Josh. (6) I am / It’s Frank Manns here.
Josh ➔Oh Frank. Nice to hear from you again. How are you?

Practice

Complete the dialogue with the correct vocabulary
A: Good morning, Eni Gas & Power. How _________I _________you?
B: Good morning. Can I _________to Mr. Lorenzi _________?
A: Yes of course, May I _________who’s _________?
B: It’s Nadia Petrova _________TurkOil.
A: I’ll just _________if he’s available.
A: I’m sorry. Mr. Lorenzi is _________in the office today. May I _________you?
B: No, that’s okay. When will Mr. Lorenzi be _________ in the office?
A: Tomorrow. Can I take a _________?
B: No thank, I will _________back tomorrow.

Practice Pag. 10 di 17

Put the words in the right order to make sentences.
1. speaking Marcy Erickson

2. Garcia Thomas is this to speak I can please Ms. Podesta ?

3. call I'll later back

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4. office in Mr. Stark today isn't the
5. number do have my his mobile ?
6. today I'm Mr. Raynolds in isn't office afraid the
7. called him I'll that you tell .
8. will this No him afternoon you I back thank call.

Practice a) Is this Eni Gas & Power?

Match the phrases b) from Ms. Dexter.

1. I’m sorry, there’s no reply c) keeps on ringing.
2. Mint Industry. Mary Mc Dalen
3. I’ve tried several times d) to get through but it’s always
4. Hello. Elizabeth speaking. engaged/busy.

5. Bob Plant e) from ReNewing Solutions.
6. His/her extension
f) speaking. How may I help you?

Practice

Put the following sentences in order to complete the dialogue between the two
parties.

Mrs. Linda Nordstrum.

Certainly. Who should I tell is asking for him? Just a minute. I’ll get back to you.

Can you connect me to Mr. Bovy’s office, please. Marshall EP Safety. Good afternoon.
How may I help you?

Receptionist
Linda
Receptionist
Linda
Receptionist

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Putting someone on hold or

/

transferring the call

Practice

Use the words in the box below to complete the conversation. Then listen to Talking
Business: Telephone: Connecting and check your answers.

calling hold can could hang
can in just put here

• Marzia: Hello, you've reached the admin department. How (1) __________ I help?
• Stephen: Yes, can I speak to Alison Shump, please?
• Marzia: Who’s (2) ________ please?
• Stephen: It’s Stephen Hansen (3) ________.
• Marzia: Certainly. Please (4) ________ and I’ll (5) ________ you through.
• Stephen: Thank you.

o Marzia: Hello, admin. How (6) ________ I help?
o Male: (7) ________ I speak to Tyler Grieve please?
o Marzia: Certainly. Who shall I say is calling?
o Male: My name’s Stephen Hansen.
o Marzia: (8) ________ a second - I’ll see if he’s (9) ________ .
o Marzia: Hello, Tyler, I’ve got Stephen Hansen on the phone for you ... OK - I’ll

put him through.
o (10) ________ on a moment, I’m just putting you through

Listen to the introduction of this section and fill in the missing
words:

1. One _________ (Just a _________ or moment), please.
2. I’ll _________ if he is _________.
3. I’ll _________ if she’s _________.
4. Could you _________ the _________, please?
5. Please, _________ the _________.

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6. I’ll just _________ you _________.
7. I’ll just see if she’s _________.
8. Thank you for _________. I’m just _________ you through.
9. I’ll _________ you _________.
10. I’ll _________ you.
11. I’m _________ you now.

Useful phrases

Remember to show interest in what your partner tells you.

➔ Really? I see.
➔ Right. Uhuh.
➔ Good.
➔ Great.
➔ Oh, that’s interesting.

Vocabulary Building – Formal

Reading Comprehension

When we give “Bad News” over the phone, we often use the terms I'm afraid or I'm
sorry. For example, when we want to communicate that a person is unavailable, we
say:

• I'm afraid Susan Shay is out of the office.
• I'm afraid Susan Shay is in a meeting.
• I'm sorry, but Susan Shay is out if the office.
• I’m sorry, but Susan Shay in a meeting.

We use these two forms to make the sentences sound more polite. Sentences without
these words sound too direct and impolite to a native speaker.

We also use the word actually to make a statement sound more polite. Actually can be
used instead of saying the word no. For example:

• Receptionist: Does Susan Shay have your phone number?
• Caller: Actually, I don't think she does.

Another example:

• Receptionist: Can she call you back this afternoon?
• Caller: Actually, I’m out of the office. Can I call her back tomorrow

morning?

Practice

Rewrite the highlighted sentences below with: I'm sorry, I'm afraid or actually.

1. You're from Eni Corporate, aren't you? - No, I'm from Eni Servizi.

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2. I'm trying to get ahold of Sophia Robinson. She asked me to call him this morning.

3. (Receiver) This is extension 209. (Caller) Oh. I'm trying to get ahold of Mr. Sticker
at 208

4. (Caller) Can I talk to Kevin Shields? (Receiver) He’s at Lunch.

5. Tom Walkers is not here.

6. Can I call you after lunch? - I won't be in the office this afternoon.

7. Mr. Bianchi’s line is busy. Can I tell him to call you back?

8. Would you like to leave a message? - No, I'll call back later.

Practice

Look at the following sentences and write questions using: I'm sorry, I'm afraid or
actually in the questions.
1. The caller is speaking too quietly.

2. You don’t understand what the
caller said.

3. The caller is speaking too fast.

4. The line is disturbed and you cannot
understand what is being said.

5. The previous call was cut off and
the caller has to call the other
person back.

6. The caller has already called many
times and you cannot pass the line
to the person they want to speak
with.

Remember
We use WOULD YOU MIND to ask for something in a polite way. Here are some
phrases you can use to check details.

➔ I'm sorry, I didn't catch your name. Would you mind repeating it?
➔ Could I have your number again, please? Would you mind repeating it?
➔ Johnson & Miles. Can I help you? I'll just see if he's available. Would you mind

holding the line?

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Grammar Considerations
Would you mind + Gerund

We use the phrase would you mind followed by the gerund when asking for information
in a particularly polite manner. We use the phrase in the following structure:

Would you mind + Gerund + Object
Would you mind saying that again?
Would you mind your number?
repeating

We can use please in these sentences, but we can only place it at the end of a sentence,
not at the beginning.
Examples

➔ Would you mind spelling that for me?
➔ Would you mind repeating your name, your company, your email address?
➔ Would you mind holding the line, please?

Practice

Rewrite the sentences using WOULD YOU MIND. Don’t forget the grammar rule – you
need to use “would you mind” + Verb (Gerund) to form the sentence.
1. Can you hold the line?

2. Can you hang on?

3. Can you speak louder? There is
some background noise.

4. Can you repeat your email?

5. He’s engaged on the other line.
Can you call back?

6. Can you spell your name?

7. Could you repeat the name of your
company?

8. I’m afraid I can’t hear you because
the line is disturbed. Can you call
back?

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Ending a call

Ending a call - Say “thank you” and show the other person that you had a successful
telephone conversation.

➔ Well, thank you very much for calling.
➔ Thank you. I hope you had a nice day.

Be positive

End on a positive note, and, if appropriate, with a personal comment:

➔ Have a nice weekend.
➔ Give James my regards.

Say goodbye

Make it clear that the call is over:

➔ Right, then! That’s all, I think. Nice talking to you. Goodbye!

Practice

Read the dialogue and fill in the missing words.
Reception: Eni Servizi. Good morning.

Charles: Could you ________ me extension 520, please?

Reception: Just a moment…. I’ll ________ your call.

Judy: Chuck Mallory’s office. ________I help you?

Charles: Good morning, my name is Charles Craig. Is Chuck ________?

Judy: I’m _______ he’s ________ out of the office at the ________. Would you
Charles: ________ to ________ a message?
Do you know is he’ll be ________ this afternoon?

Judy: I’m _______ he’s ________ out of the office until next Monday.

Charles: Ahh ok. Would you _______ asking _______ to call me back? Thank
Judy: you for your help.
Would you _______ repeating _______ named and _______ ?

Charles: Yes, it’s 574-216-9845

Judy: _______ you for _______.

Charles: _______ you and _______ a nice _______.

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Practice

Make up sentences from the following words and phrases:

back call you Can you for a moment?
get hang This is a terrible hang
line. I’m afraid
I’m afraid I don’t I’ll I’ll I’ve been calling all
have their number, morning and I can’t
but if you wait I’ll on I’ll have to
look through through put you
it up up to them.
to him right now. when I’ve got more
information.

Practice

Fill in the missing words.

1. Thanks for (1)_______ and if you have any additional (2)_______, please
(3)_______ us back.

2. Thanks for (4)_______ Eni Corporrate University. Have a (5)_______ (6)_______
day.

3. (7)_______, thank you for (8) _______.

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