This document provides guidance on proper telephone etiquette for receiving and making calls. It offers sample dialogues and phrases for answering the phone at home or in an office setting. When receiving a call, one may ask who is calling, request the caller to hold, connect them to the intended person, or take a message if they are unavailable. When making a call, one should request to speak to a specific person or department, identify themselves, and leave a message with their name, time, reason for calling, and contact number if the person is not available. Sample dialogues demonstrate properly identifying oneself when calling and leaving a message. The document stresses providing all important details when leaving a message on an answering machine or with another person.
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2. When you answer the phone at home, what
do you say?
Then, how the people answer the phone at
work?
Say the phone numbers in English:
a. 085640830269
b. 0218467720
Then, say your fixed number and/or your
mobile phone number.
4. Answering at a Switchboard / in
an Office / at a Private Number
Good morning, Montreal supplies.
May I help you?
Hello, Lion Restaurant. Can I help you?
Good afternoon, Roland Scott, speaking
Hello, 88675932
6. Asking The Caller to Hold
Hold the line, please. I’ll see if he’s in
Hold on, please. He’s coming now
Just a moment, please. She’ll be with you
right away
One moment, please. I’ll see if he’s free
He’s speaking on the other line. Will you
hold?
7. Connecting to The Caller
I’ll connect you with the manager
I’ll put you trough to the manager
It’s ringing for you
You’re trough. Go ahead
8. The Person Being Called is not in
I’m sorry; the manager is out at the moment
I’m terribly sorry. Mr Hotman is away on
business right now
He is not in the office now, but he’ll be back at
4 o’clock
9. Taking Messages
Can I take a message?
Can I give him a message?
Can I have a message?
11. Requesting a Particular Person
or Service
May I speak to Mr. Bates, Please?
May I speak to the manager, please?
May I have the Account Department, please
12. Identifying Yourself
This is Mr. Delano's secretary
This is Pierre Humphrey
I'm calling on behalf of Mr. Humphrey
13. The Person You are Calling is not
in
Could you tell me when he’ll be back?
Do you know what time she’ll be back?
14. Leaving a Message
Yes, could you tell him to call me back?
Yes, tell her that I call. This is Rita
No, thanks. I’ll call back later
No, thanks. It’s not urgent
15. Example Dialogue 1
Dina is calling her friend. Robin at the other room, in
the some Office
Dina : Hello, is that Robin?
Robin : Yes, who’s speaking?
Dina : Dina. Can you help me?
Robin : Yes, certainly
Dina : I don’t find the receipt you gave me
yesterday
Robin : I’ll come to you in a minute
16. Example Dialogue 2
Someone to see Mr. Lubis, the general manager
Caller : Hello, May I speak to Mr. Lubis?
Secretary : Who’s calling please?
Caller : Andy Wibowo, is he in, please?
Secretary : He isn’t in the office, sir. Would you
like to leave a message?
Caller : No, thanks
Secretary : Would you call back later?
Caller : Yes, I will
17. TUGAS
Membuat dialogue dengan teman
satu meja, minimal 10 baris dan
memasukkan point dari receiving
calls juga making calls.
Tentukan tema dialogue yang akan dibuat.
18. Aziz : Good afternoon, is this superindo?
Latifah : Good afternoon, yes this is superindo, can I
help you?
Aziz : I want to buy frozen nugget and frozen
meatball, is there?
Latifah : I’m sorry, can I know who is speaking
please?
Aziz : I am Aziz, I am from Lembur.
Latifah : Okay, hold the line please, I will check it
first.
Latifah : Okay Mr. Aziz, your request is on the way,
please wait for it.
Aziz : Okay, tahnk you.
19. Aziz : Good afternoon, is this superindo?
Latifah : Good afternoon, yes this is superindo, can I
help you?
Aziz : I want to buy frozen nugget and frozen
meatball, is there?
Latifah : I’m sorry, can I know who is speaking
please?
Aziz : I am Aziz, I am from Lembur.
Latifah : Okay, hold the line please, I will check it
first.
Latifah : I am sorry Mr. Aziz, your request is not in,
would you like to change it?
Aziz : oh, not, I will not change it. Okay thank you for
your respond.
Latifah : your welcome Mr. Aziz
20. Sometimes, there may not be anyone to answer
the telephone and you will need to leave a
message. Make sure that the person who should
receive your message has all the most important
information he/she needs. Your name, The time,
the reason for calling, and your telephone
number
