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Messages
If you do have to give an excuse for a colleague,
don’t forget to ask the caller if s/
he has a message and make sure that you
note this down correctly: get the caller’s
name, company, department if necessary,
and telephone number, as well as the
reason for the call. Write the date, time
and your own name as message- taker
on the note too!
> Would you like to leave a message?
> Can I take a message?
> I’ll tell her that you rang / called.
> I’ll ask him / her to call you back as
soon as possible.
> I’ll make sure s/he gets the message.
Problems in understanding/
hearing
Problems in hearing or understanding
arise fairly oft en in telephone conversations;
sometimes these are due to language
diffi culties, sometimes due to the
connection. Don’t be afraid to ask for
help / repetition – even a native speaker
oft en has to do this.
> I‘m sorry, I don‘t understand. Could
you speak more slowly, please?
> I‘m sorry, I can‘t hear you very well,
could you speak up a little, please?
> Sorry, I didn‘t quite catch that. Could
you repeat that please?
> Would you mind repeating that?
> Did you say the fourteenth? One
four?
> Could I take your name please?
> Could you spell that for me please?
> Can you call me back? We have a
terrible line.
ProFirma 12 2010
Checking
Once you have the information you
need, it’s as well to make sure that you
have noted everything down correctly:
> Let me repeat that, just to make sure.
> OK, I’ve got that, it’s 4545 5887.
> Let me read that back to you, …
> You said your name was Jagdish Aggarwal,
is that right?
> Did you say 58 (fi ve eight) Hyderabad
Street?
Saying numbers
Say numbers, for example telephone
numbers, in groups of two, three or possibly
four. Your voice should rise at the
end of each group, but fall at the end of
the fi nal group to indicate to your listener
that you have reached the end. For
example:
0181- 577 13 78
or
+28 89 4545 5887
If you need to make sure that your listener
hears the diff erence between, for
example, 15 and 50, remember to stress
the end (the “-teen”) for 15 but the beginning
(the “fi f-“) for 50. Also, repeat
the individual digits – with any number,
this is always going to be the best way to
ensure comprehension.
Asking for information
Telephone calls are oft en about obtaining
information:
> Could you tell me if…
> I’d like to know…
> Would you mind telling me…
> Do you / does your company…
Showing understanding
As your partner cannot see you, it’s important
to keep making “listening noises”
so that s/he knows you are still concentrating
on the call:
> Right.
> Mmm Hmmm.
> Okay.
Promising action
Your partner should be aware of what
you intend to do aft er the telephone call,
so summarise and repeat whatever has
been agreed as necessary:
> Right, so I’ll make the arrangements
and confi rm by fax then.
> I’ll take care of the booking, then I’ll
send you an email with all the details.
> I’ll get back to you by the end of
business tomorrow.
Ending a call
Finally, the end of the call – but how to
end it politely:
> Th anks for calling. Goodbye.
> I have another call coming through,
I’d better run. Bye.
> I’m afraid that’s my other line, sorry
but I have to go. Bye.
> I’m afraid I have to rush off to a
meeting. I‘ll call you back. Bye.
Vocabulary
transcript Niederschrift
comprehension das Verstehen
fobbing
jemaden mit etwas
something off prellen
incoming eingehend
excuse Ausrede
available verfügbar
to arise entstehen
connection Verbindung
digit Ziffer
to ensure absichern
to obtain besorgen
to be aware of sich einer Sache
bewusst sein
S.78 Verständnisfragen, S.79 Kreuzworträtsel
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