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Learning1 EnglishTalk about EnglishBusiness Language To GoPart 6 - Telephone language 1This programme was first broadcast in 2001This is not an accurate2 word-for-word transcript3 of the programmeCarmela: You want shortcuts（捷径） to quick, fluent and natural-sounding English. And that’swhat Business Language to Go is all about.
Each week we look at a different situation with different language so it’s a good idea for you to have a pen and paper handy4 to write down the language that wecover in the programme.
Today’s topic is telephone language. As usual I’m joined by David Evans, ourbusiness English expert.
David - telephoning in a language you’re learning isn’t easy, is it?
David: No, I think that telephoning in a foreign language is surprisingly difficultactually. I suppose that’s because we rely a lot on facial expressions, ongestures, even on lip reading to help us to understand what the other person istrying to communicate. And I think when you haven’t got those things to rely on the telephone it’s a much more challenging thing to do.
Carmela: But at work we have to use the phone all the time, I mean telephoning is a really vital part of your working life.
David: Yes, of course. I mean, business runs by the telephone. At one time it was justthat people were on the phone in offices, but now they’ve got mobile5 phones aswell, so they’re on the telephone on the train, at airports, in their car,telephoning is everywhere. I mean, of course over the past five or six years, emailhas become more and more important and so some people are using e-mailwhere in the past they might have made a phone call. But I think we can’tescape the fact that telephoning is a fantastically important skill for anyone inbusiness to master.
Carmela: Okay. Let’s hear our first examples of phone calls. As you listen, concentrateon what the person answering the phone is saying. So, listen out for thelanguage used by the person answering the phone.
CLIPMichelle: Hello, you’ve reached the marketing7 department. How can I help?
Man: Yes can I speak to Rosalind Wilson, please?
Michelle: Who’s calling, please?
Man: It’s Richard Davies here.
Michelle: Certainly. Please hold and I’ll put you through.
Man: Thank you.
END OF CLIP6 CLIPMichelle: Hello, marketing. How can I help?
Man: Could I speak to Jason Roberts, please?
Michelle: Certainly. Who shall I say is calling?
Man: My name’s Mike Andrews.
Michelle: Just a second - I’ll see if he’s in. (...Hello, Jason! I’ve got Mike Andrews onthe phone for you …). OK - I’ll put him through.
Hang on a moment. I’m just putting you through.
END OF CLIPCarmela: So, lots of language there. First of all let’s look at the phrases used by thereceptionist, by the person answering the phone. David, what did she actuallysay when she first picked up the phone?
David: Well, she actually said You’ve reached the marketing department, which isquite a formal way of answering the phone. You’ll also hear people say You’rethrough to marketing, or indeed they may pick it up and say marketing.
Obviously8 there she is giving the name of her department. In certain cases the receptionist （接待员）might pick up the phone and give the name of the company. Ifyou’re answering the phone as an individual, rather than as a representative of acompany, you would probably pick up the phone and give your name - Hello,David Evans, for example. The receptionist we heard in that call then went onand said How can I help? - which is the standard way of beginning any kind ofbusiness transaction9 - be it on phone or indeed even in the shop.
Carmela: And when she asked who the callers were, what did she say?
David: Again she used another standard telephone phrase - Who’s calling please? Thesecond time we heard her say Who shall I say is calling?
And then while she was trying to connect the callers she asked them to wait.
She said, I think first time, Please hold and the second time Hang on amoment.
Again, both standard ways of asking a caller to wait on the phone. And thenwhen she managed to make the connection she said I’ll put you throughmeaning I’ll connect you.
Carmela: Okay, let’s hear those phone calls again. And this time concentrate on thelanguage the caller uses.
CLIPMichelle: Hello, you’ve reached the marketing department. How can I help?
Male: Yes, can I speak to Rosalind Wilson, please?
Michelle: Who’s calling please?
Male: It’s Richard Davies here.
Michelle: Certainly. Please hold and I’ll put you through.
Male: Thank you.
END OF CLIP CLIPMichelle: Hello, marketing. How can I help?
Male: Could I speak to Jason Roberts please?
Michelle: Certainly. Who shall I say is calling?
Male: My name is Mike Andrews.
Michelle: Just a second - I’ll see if he’s in. (…Hello, Jason, I’ve got MikeAndrews on the phone for you …pause). OK - I’ll put himthrough.
Just hang on a moment, I’m just putting you through.
END OF CLIPCarmela: There were two different callers there, but both started the conversation inreally almost exactly the same way. What did they say?
David: Well, yes it was very similar - at the beginning. The first caller I think saidCan I speak to … Can I speak to Rosalind Willson please? The secondcaller began by saying Could I speak to…. Could I speak to Jason Roberts,please? Can I speak to …Could I speak to - have basically10 exactly the samemeaning on the telephone. They were then both asked for their names, and weheard two reasonably similar ways of giving your name. The first person said,My name’s Richard Davies. The second one simply said, It’s MikeAndrews.
Carmela: Well, it’s nice and straightforward11 when you can put callers through to peoplethat they want to speak to, but what are the best phrases to use when you can’tdo that? Listen to this next phone conversation and find out.
CLIPClaire: Hello, finance12 departmentFemale: Hello, can I speak to Adrian Hopwood please?
Claire: I’m afraid he’s in a meeting at the moment. Can I help?
Female13: No I need to talk to Mr Hopwood I think. What time will he be out of themeeting?
Claire: In about an hour. Can you call back later?
Female: Okay I’ll do that.
Claire: Or Can I take a message?
Female: Actually, would you mind? Could you tell him that Jennifer McAndrewscalled and that I’m in the office all day if he could call me back.
Claire: Can I take your number, please?
Female: Yes, it’s 5556872.
Claire: (5556872). Okay, I’ll make sure he gets the message.
Female: Thanks very much for your help, bye!
Claire: Goodbye!
END OF CLIPCarmela: So when the person answering the phone said that Adrian Hopwood wasunavailable what phrase did she use?
David: She said, I’m afraid he’s in a meeting - and you’ll hear that a lot on thetelephone. I’m not always sure that the people actually are in meetings, it’sjust become a standard excuse for not coming to the telephone. Anyway, thatphrase “I’m afraid ” is used an awful lot on the telephone, and it can gowith all sorts of other phrases.
I’m afraid … he’s out of the office all day I’m afraid … she’s on another lineI’m afraid … she can’t come to the phoneCarmela: So Mr Hopwood is actually in a meeting, that’s established, but theconversation doesn’t end there, does it?
David: No, first of all, the receptionist asks, Can you call back later? Then shethinks again about it and she offers to take a message and using the phrase CanI take a message? And she asks for the number - Can I take your number?
All pretty straightforward, standard language there. If you are in a situationwhere the person hasn’t offered to take a message you can always use thephrase Can I leave a message? and make sure that you get your messagethrough that way.
Carmela: Something we all have to deal with in the office is a wrong number. Have alisten now to some useful phrases for dealing14 with this situation.
CLIPMale: Hello, this is the press office.
Michelle: Rachel Allsop please.
Male: I’m sorry, You must have the wrong number. There’s no one of that namehere.
Michelle: Oh. Can I check the number I’ve got…. is that not 5568790?
Male: No, it’s 5558790Michelle: Oh sorry about that. I must have dialled the wrong number.
Male: No problem! Bye!
END OF CLIP CLIPMale: Hello, press office, can I help you?
Ruth: Hello. Paul Richards please.
Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try andput you through. In future his direct number is 5558770Ruth: Did I not dial that?
Male: No, you rang 5558790Ruth: Oh, sorry to have troubled you.
Male: No problem. Hang on a moment and I’ll put you through to Paul’sextension.
Ruth: Thanks.
END OF CLIPCarmela: David, we had two calls there. Two wrong numbers. How was that establishedvery quickly at the beginning of the conversation?
David: Well, the person taking the call said in the first case, I’m sorry , you musthave the wrong number. In the second case I think they said, I’m sorryyou’ve got the wrong number. So, the English is really very easy to dealwith that but obviously it’s important that you don’t forget to say I’m sorry .
We do a lot of apologising on the telephone I’m afraid you’ve got thewrong number, I’m sorry you’ve got the wrong number. I think it’simportant because it establishes a friendly relationship and it ensures that youdon’t sound too aggressive.
Carmela: And if you’re the caller, it’s also a good idea to offer a quick apology too?
David: Yes, in both cases there the callers also apologised.
Carmela: Ok, thanks David. And just to say that David Evans will be joining me nexttime for more Business Language to Go.（本文由在线英语听力室整理编辑）
Each week we look at a different situation with different language so it’s a good idea for you to have a pen and paper handy4 to write down the language that wecover in the programme.
Today’s topic is telephone language. As usual I’m joined by David Evans, ourbusiness English expert.
David - telephoning in a language you’re learning isn’t easy, is it?
David: No, I think that telephoning in a foreign language is surprisingly difficultactually. I suppose that’s because we rely a lot on facial expressions, ongestures, even on lip reading to help us to understand what the other person istrying to communicate. And I think when you haven’t got those things to rely on the telephone it’s a much more challenging thing to do.
Carmela: But at work we have to use the phone all the time, I mean telephoning is a really vital part of your working life.
David: Yes, of course. I mean, business runs by the telephone. At one time it was justthat people were on the phone in offices, but now they’ve got mobile5 phones aswell, so they’re on the telephone on the train, at airports, in their car,telephoning is everywhere. I mean, of course over the past five or six years, emailhas become more and more important and so some people are using e-mailwhere in the past they might have made a phone call. But I think we can’tescape the fact that telephoning is a fantastically important skill for anyone inbusiness to master.
Carmela: Okay. Let’s hear our first examples of phone calls. As you listen, concentrateon what the person answering the phone is saying. So, listen out for thelanguage used by the person answering the phone.
CLIPMichelle: Hello, you’ve reached the marketing7 department. How can I help?
Man: Yes can I speak to Rosalind Wilson, please?
Michelle: Who’s calling, please?
Man: It’s Richard Davies here.
Michelle: Certainly. Please hold and I’ll put you through.
Man: Thank you.
END OF CLIP6 CLIPMichelle: Hello, marketing. How can I help?
Man: Could I speak to Jason Roberts, please?
Michelle: Certainly. Who shall I say is calling?
Man: My name’s Mike Andrews.
Michelle: Just a second - I’ll see if he’s in. (...Hello, Jason! I’ve got Mike Andrews onthe phone for you …). OK - I’ll put him through.
Hang on a moment. I’m just putting you through.
END OF CLIPCarmela: So, lots of language there. First of all let’s look at the phrases used by thereceptionist, by the person answering the phone. David, what did she actuallysay when she first picked up the phone?
David: Well, she actually said You’ve reached the marketing department, which isquite a formal way of answering the phone. You’ll also hear people say You’rethrough to marketing, or indeed they may pick it up and say marketing.
Obviously8 there she is giving the name of her department. In certain cases the receptionist （接待员）might pick up the phone and give the name of the company. Ifyou’re answering the phone as an individual, rather than as a representative of acompany, you would probably pick up the phone and give your name - Hello,David Evans, for example. The receptionist we heard in that call then went onand said How can I help? - which is the standard way of beginning any kind ofbusiness transaction9 - be it on phone or indeed even in the shop.
Carmela: And when she asked who the callers were, what did she say?
David: Again she used another standard telephone phrase - Who’s calling please? Thesecond time we heard her say Who shall I say is calling?
And then while she was trying to connect the callers she asked them to wait.
She said, I think first time, Please hold and the second time Hang on amoment.
Again, both standard ways of asking a caller to wait on the phone. And thenwhen she managed to make the connection she said I’ll put you throughmeaning I’ll connect you.
Carmela: Okay, let’s hear those phone calls again. And this time concentrate on thelanguage the caller uses.
CLIPMichelle: Hello, you’ve reached the marketing department. How can I help?
Male: Yes, can I speak to Rosalind Wilson, please?
Michelle: Who’s calling please?
Male: It’s Richard Davies here.
Michelle: Certainly. Please hold and I’ll put you through.
Male: Thank you.
END OF CLIP CLIPMichelle: Hello, marketing. How can I help?
Male: Could I speak to Jason Roberts please?
Michelle: Certainly. Who shall I say is calling?
Male: My name is Mike Andrews.
Michelle: Just a second - I’ll see if he’s in. (…Hello, Jason, I’ve got MikeAndrews on the phone for you …pause). OK - I’ll put himthrough.
Just hang on a moment, I’m just putting you through.
END OF CLIPCarmela: There were two different callers there, but both started the conversation inreally almost exactly the same way. What did they say?
David: Well, yes it was very similar - at the beginning. The first caller I think saidCan I speak to … Can I speak to Rosalind Willson please? The secondcaller began by saying Could I speak to…. Could I speak to Jason Roberts,please? Can I speak to …Could I speak to - have basically10 exactly the samemeaning on the telephone. They were then both asked for their names, and weheard two reasonably similar ways of giving your name. The first person said,My name’s Richard Davies. The second one simply said, It’s MikeAndrews.
Carmela: Well, it’s nice and straightforward11 when you can put callers through to peoplethat they want to speak to, but what are the best phrases to use when you can’tdo that? Listen to this next phone conversation and find out.
CLIPClaire: Hello, finance12 departmentFemale: Hello, can I speak to Adrian Hopwood please?
Claire: I’m afraid he’s in a meeting at the moment. Can I help?
Female13: No I need to talk to Mr Hopwood I think. What time will he be out of themeeting?
Claire: In about an hour. Can you call back later?
Female: Okay I’ll do that.
Claire: Or Can I take a message?
Female: Actually, would you mind? Could you tell him that Jennifer McAndrewscalled and that I’m in the office all day if he could call me back.
Claire: Can I take your number, please?
Female: Yes, it’s 5556872.
Claire: (5556872). Okay, I’ll make sure he gets the message.
Female: Thanks very much for your help, bye!
Claire: Goodbye!
END OF CLIPCarmela: So when the person answering the phone said that Adrian Hopwood wasunavailable what phrase did she use?
David: She said, I’m afraid he’s in a meeting - and you’ll hear that a lot on thetelephone. I’m not always sure that the people actually are in meetings, it’sjust become a standard excuse for not coming to the telephone. Anyway, thatphrase “I’m afraid ” is used an awful lot on the telephone, and it can gowith all sorts of other phrases.
I’m afraid … he’s out of the office all day I’m afraid … she’s on another lineI’m afraid … she can’t come to the phoneCarmela: So Mr Hopwood is actually in a meeting, that’s established, but theconversation doesn’t end there, does it?
David: No, first of all, the receptionist asks, Can you call back later? Then shethinks again about it and she offers to take a message and using the phrase CanI take a message? And she asks for the number - Can I take your number?
All pretty straightforward, standard language there. If you are in a situationwhere the person hasn’t offered to take a message you can always use thephrase Can I leave a message? and make sure that you get your messagethrough that way.
Carmela: Something we all have to deal with in the office is a wrong number. Have alisten now to some useful phrases for dealing14 with this situation.
CLIPMale: Hello, this is the press office.
Michelle: Rachel Allsop please.
Male: I’m sorry, You must have the wrong number. There’s no one of that namehere.
Michelle: Oh. Can I check the number I’ve got…. is that not 5568790?
Male: No, it’s 5558790Michelle: Oh sorry about that. I must have dialled the wrong number.
Male: No problem! Bye!
END OF CLIP CLIPMale: Hello, press office, can I help you?
Ruth: Hello. Paul Richards please.
Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try andput you through. In future his direct number is 5558770Ruth: Did I not dial that?
Male: No, you rang 5558790Ruth: Oh, sorry to have troubled you.
Male: No problem. Hang on a moment and I’ll put you through to Paul’sextension.
Ruth: Thanks.
END OF CLIPCarmela: David, we had two calls there. Two wrong numbers. How was that establishedvery quickly at the beginning of the conversation?
David: Well, the person taking the call said in the first case, I’m sorry , you musthave the wrong number. In the second case I think they said, I’m sorryyou’ve got the wrong number. So, the English is really very easy to dealwith that but obviously it’s important that you don’t forget to say I’m sorry .
We do a lot of apologising on the telephone I’m afraid you’ve got thewrong number, I’m sorry you’ve got the wrong number. I think it’simportant because it establishes a friendly relationship and it ensures that youdon’t sound too aggressive.
Carmela: And if you’re the caller, it’s also a good idea to offer a quick apology too?
David: Yes, in both cases there the callers also apologised.
Carmela: Ok, thanks David. And just to say that David Evans will be joining me nexttime for more Business Language to Go.（本文由在线英语听力室整理编辑）
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learning
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| n.学问，学识，学习；动词learn的现在分词 | |
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2
accurate
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| adj.正确无误的；准确的，精确的 | |
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3
transcript
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| n.抄本，誊本，副本，肄业证书 | |
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4
handy
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| adj.方便的；手边的，近便的；手巧的 | |
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5
mobile
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| adj.可移动的，易变的，机动的；n.运动物体 | |
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6
clip
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| n.夹子，别针，弹夹，片断；vt.夹住，修剪 | |
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7
marketing
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| n.行销，在市场的买卖，买东西 | |
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8
obviously
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| adv.显然；明白地 | |
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transaction
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| n.处理，交易，相互作用 | |
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10
basically
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| adv.基本上，从根本上说 | |
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11
straightforward
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| adj.正直的，坦率的；易懂的，简单的 | |
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12
finance
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| n.财务管理，财政，金融，财源，资金 | |
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13
female
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| adj.雌的，女(性)的；n.雌性的动物，女子 | |
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dealing
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| n.经商方法，待人态度 | |
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