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• Hello Everyone and welcome back to English With Lucy.

Today we’re going to be discussing telephone English.

If you work in an office, or want to work in an office,

chances are you’ll have to answer the telephone

or at the very least, take a telephone interview.

In this lesson, I’m going to give you lots of vocabulary

and set phrases that you can use on the telephone,

I’ll give you some tips on making yourself understood

on the telephone, and I’ll give you

some telephone interview tips.

Right, let’s get started with the lesson.

(light music)

Let’s start by discussing what you should say

when taking a telephone call.

Obviously you should start with hello, good morning,

or good afternoon.

You can also say your name, speaking, how may I help you.

For example, Hello, Cut-price hair salon, Lucy speaking.

How may I help you?

You can also say this is, your name, as another way

of saying your name, speaking.

For example, Good morning, Athlete’s Foot trainer shop.

This is Lucy speaking, how may I help you.

Now what should you say when you are making a call?

Well, you should always start with hello.

Then you can say this is your name from your company.

For example, Hello, this is Lucy from Bookworld.

Now let’s discuss asking for somebody.

You could say may I speak to, and then the person’s name.

For example, May I speak to Josh?

You could also say, I’d like to speak to, name, please?

For example, I’d like to speak to Josh, please.

Or you could say, is name there.

For example, is Josh there.

Or is name available.

For example, is Josh available.

Now let’s talk about giving a reason for calling.

You could say, I’m calling to ask about,

I’m calling to ask about opening hours.

I’m calling to discuss, I’m calling to discuss prices.

Or I’m calling to clarify.

I’m calling to clarify the fixtures.

You could also say, I just wanted to ask,

for example, I just wanted to ask

if you need anymore stationary.

What about asking for information?

You could say, could you tell me, for example,

could you tell me when you’re closing today.

Now let’s discuss, taking messages.

You could say, could I ask who’s calling please.

Or, I’m sorry, she’s not here today, could I take a message.

And I’m afraid he’s not available at the moment,

can I take a message.

Or even, I’ll give her your message

as soon as she gets back.

Now let’s talk about leaving messages.

You could say, can you please take a message.

Or, please tell him that his parcels have been delivered.

And, I’d like to leave him a message.

Another thing you really should practise

if you’re going to have to speak on the phone

is making small talk.

The most common one is, Hi Luke, how are you.

But you can also discuss the weather, for example,

so how’s the weather where you are.

Or, a common topic, for example,

have you seen that new pizza place in town.

Or you can ask about location.

For example, whereabouts are you calling from.

Asking for repetition, you could say,

could you spell that for me please.

Or, how do you spell that please.

And, let me see if I’ve got that right.

You could also say, would you mind speaking up a bit,

I can’t hear you very well.

And you could even say, I’m sorry,

I didn’t catch your first name.

In this part of the lesson,

we’re going to talk about spelling things on the phone.

To spell things on the phone,

we use the NATO Phonetic Alphabet.

You’ll need to learn this off by heart.

Every letter in the alphabet has a corresponding word.

A Alfa, Alfa, B Bravo, Bravo, C Charlie, Charlie,

D Delta, Delta, E Echo, Echo, F Foxtrot, Foxtrot,

G Golf, Golf, H Hotel, Hotel, I India, India,

J Juliet, Juliet, K Kilo, Kilo, L Lima, Lima,

M Mike, Mike, N November, November, O Oscar, Oscar,

P Pappa, Pappa, Q Quebec, Quebec, R Romeo, Romeo,

S Sierra, Sierra, T Tango, Tango, U Uniform, Uniform,

V Victor, Victor, W Whiskey, Whisky, X X-ray, X-ray,

Y Yankee, Yankee, Z Zulu, Zulu.

If you stay on until the end of the lesson

you might find there’s a quiz.

Now let’s discuss ending the call.

You could say, thank you very much for your help.

You could also say, thanks for calling.

And you could say, thanks for your time.

Now I’m going to give you some tips

for telephone job interviews.

The biggest tip I can give you is to smile,

because when you smile whilst talking,

it comes across over the phone.

You can always tell when someone is smiling,

even if you can’t see them.

The second tip, is to have notes.

Have everything you might need to reference

right in front of you, and have it organised

so that you can access it easily.

Tip number three is pick a suitable location.

You don’t want to be in a cafe

or anywhere with background noise.

You also don’t want to be distracted.

Tip number four is always have water nearby,

you might have a dry throat.

Tip number five, is don’t be afraid

to ask for repetition or clarification.

Use the phrases we discussed previously.

And the last tip, tip number six,

is take notes yourself, you might need them

for a follow up interview.

Okay, now it’s time for a quiz.

I’m going to spell out a word, as I would on the telephone,

using the NATO alphabet.

There are five questions in total,

write your answers in the comments down below.

Number one, spell out the word as I say it.

Kilo Alpha Romeo Echo November.

Number two, what does this say?

Bravo Uniform Sierra India November Echo Sierra Sierra.

Number three, what about this?

Mike Uniform Hotel Alfa Mike Mike Alfa Delta.

Number four, can you work this one out?

Tango Echo Lima Echo Pappa Hotel Oscar November Echo.

And number five can you understand this last one?

Sierra Uniform Bravo Sierra Charlie Romeo India Bravo Echo.

That’s it for the quiz, make sure you share your answers

in the comments down below, I will be checking.

Right, that’s it for today’s lesson,

I hope you enjoyed it, I hope you learnt something.