2. People in business organizations make phone
calls for specific purposes such as:
ā¢ to make enquiries
ā¢ to order goods or services
ā¢ to provide information
ā¢ to make & confirm arrangements
ā¢ to make complaints about goods or services
3. General Rules of Telephone Etiquette
When you MAKE A CALL you should be:
ā¢ Polite
ā¢ Prepared
ā¢ Concise and considerate
4. When you ANSWER A CALL you should
be:
ā¢ Polite
ā¢ Friendly
ā¢ Helpful
ā¢ Concise and Considerate
5. Making a Telephone Call: Be
Prepared
You should be clear about:
ā¢ The name of the organization you want to call
ā¢ Name & position of the person being called /
extension number
ā¢ All numbers, names, dates that relate to the topic
of your call
ā¢ Your own telephone number and extension
ā¢ Your email add
ā¢ Your office fax number
ā¢ Your office address
7. Informal Expressions
ā¢ Good morning / afternoon / evening
ā¢ Hello, I amā¦
ā¢ Hello, my name isā¦
ā¢ Let me introduce myself. I amā¦
ā¢ Sorry, are youā¦? Iāmā¦
ā¢ Hello (name)ā¦Do you knowā¦?
ā¢ (Name)ā¦This isā¦
8. More Formal Expression
ā¢ Hello, how do you do? Iāmā¦
ā¢ Let me introduce myself. My name isā¦
ā¢ I donāt weāve met. Iāmā¦
ā¢ Excuse me, are youā¦? I amā¦
ā¢ Excuse me, are youā¦? My name isā¦
ā¢ May I introduce you toā¦
ā¢ Mr / Mrs / Msā¦, this is Mr / Mrs / Msā¦
ā¢ Datoā have you met Mr / Mrs / Msā¦? This
isā¦
9. Responding to a Greeting or
Introduction
ā¢ Hi, Iāmā¦
ā¢ Hi, I amā¦
ā¢ Hi, please call meā¦
ā¢ Hello, I amā¦ Nice to meet you.
ā¢ Hello, pleased to meet you
ā¢ Iām sorry, I didnāt get your name..
10. FAREWELLS ā
Informal Expressions
ā¢ OK, bye.
ā¢ OK, Iāve got to go now.
ā¢ OK, Iād better go now
ā¢ OK, Iād better leave now
ā¢ Iām sorry, but I have to go now
11. ā¢ Iām sorry, I need to leave now
ā¢ Keep in touch.
ā¢ Call me next time youāre here / youāre in
town
ā¢ Give me a call
ā¢ Take care.
ā¢ Bye.
12. Formal Expressions
ā¢ I should be thinking about going now. I
need to catch a flight.
ā¢ Iām terribly sorry, I have another
appointment and need to leave now.
ā¢ I really should leave now; I have another
meeting to attend.
ā¢ Iām afraid Iāll have to leave now. I need to
catch the bus.
ā¢ Iām afraid Iāll have to go now. I want to
avoid the traffic.
13. ā¢ Iām sorry I have to leave now. Itās been
nice meeting you.
ā¢ I hope we meet again soon.
ā¢ I look forward to meeting you again.
ā¢ Iām sure weāll be seeing each other again
ā¢ Have a safe journey back.
ā¢ Have a good week.
ā¢ Have a nice day.
ā¢ Good-bye.
15. Breaking the Ice & Introducing
Yourself
ā¢ Hello, itās nice meeting you.
ā¢ Hello, Iāmā¦I work in (department / division)
ā¢ Iāmā¦I work in the Finance Department.
ā¢ Iāmā¦Iām in charge ofā¦
ā¢ Iāmā¦Iām responsible forā¦
ā¢ Iāmā¦I deal inā¦
ā¢ At the moment, Iām working (on / in)ā¦
ā¢ Iāve worked here forā¦years
16. Responding
ā¢ Iām fine, thank you. And how about you?
ā¢ Itās nice meeting you too.
ā¢ Sorry, I didnāt catch your name.
ā¢ Glad to now you.
ā¢ That sounds interesting.
ā¢ Tell me more about it.
17. Moving to a Formal Discussion
ā¢ Shall we start now?
ā¢ Letās get down to work / business
ā¢ Right, letās begin
ā¢ Right, letās start withā¦
ā¢ Can we begin now?
ā¢ Is everybody here?
ā¢ Do you all know each other?
ā¢ Shall we begin by introducing ourselves?
18. Asking for & Making Suggestions /
Giving Opinions
ā¢ What do you think?
ā¢ What are your thoughts onā¦?
ā¢ Whatās your opinion onā¦?
ā¢ Perhaps we could / shouldā¦
ā¢ Maybe we couldā¦
ā¢ How aboutā¦?
ā¢ Why donāt weā¦?
ā¢ I think we couldā¦
19. ā¢ I think we might want toā¦
ā¢ My view is thatā¦
ā¢ In my opinion,ā¦
ā¢ We may want toā¦
ā¢ I would suggest thatā¦
ā¢ It seems to meā¦
ā¢ It may be a case ofā¦
ā¢ I tend to think thatā¦
20. Agreeing / Disagreeing
TOTAL AGREEMENT
ā¢ I agree thatā¦
ā¢ Iām in favour of thatā¦
ā¢ I support the suggestionā¦
ā¢ I totally agree with youā¦
ā¢ I can agree to that
21. PARTIAL AGREEMENT
ā¢ That may be true / right butā¦
ā¢ You may be right butā¦
ā¢ I agree to a certain extent, butā¦
ā¢ I see what youāre saying butā¦
ā¢ I understand what youāre saying but
perhapsā¦
22. DISAGREEMENT
ā¢ Iām not really sure we can agree to thatā¦
ā¢ Iām not sure we can do thisā¦
ā¢ Iām afraid I canāt agree to thatā¦
ā¢ I donāt think we should agree to thisā¦
ā¢ I canāt agree becauseā¦
ā¢ Iām not agreeable to thatā¦
ā¢ I see where youāre coming from, but donāt
you think that perhaps we shouldā¦
ā¢ Thatās an interesting suggestion, butā¦
23. Giving / Requesting More
Information
ā¢ Sorry, but can we get more details here.
ā¢ Could I just comment on that?
ā¢ Iād like to add something hereā¦
ā¢ I think we are forgetting something
hereā¦
ā¢ Iād like to add to what was said byā¦
ā¢ Perhaps we need to considerā¦
ā¢ Can we look further into this?
ā¢ Letās think aboutā¦
ā¢ We need to go into this detailā¦
24. Ending a Discussion
ā¢ Thank you.
ā¢ Thatās it for today.
ā¢ Thatās everything for today.
ā¢ Thank you for the input.
ā¢ It was a pleasure discussing / talking with you.
ā¢ I think we have covered everything we need
for today.
25. ā¢ I think thatās everything on that.
ā¢ Weāll go back and work on the proposalā¦
ā¢ Weāll go back and discuss this, and weāll
let you know at the next meetingā¦
ā¢ Thank you.
ā¢ Bye.