Awkward Situations in Telephone Conversation

Stating objective

When making a call you have to state clearly what you want at the beginning· 
 I’m calling to      -ask about
                          - discuss
                          - clarify…
I'll to know when the file will be ready
Some times we just want to give an instruction
can you come over to the office? etc

Asking to speak with someone

·         I’d like to speak with Max, please.

·         May I speak to_____________ please?

·         May I speak to [person’s name]?

·         I’d like to speak to [person’s name], please.

Taking a message (T) or leaving a message (L)

·         I’m sorry, she/he’s not here today. Can I take a message?

·         I’m afraid he/she’s not available at the moment. Can I take a message?

·         I’ll give him/her your message as soon as he/she gets back.

·         Could you please take a message?

·         Please tell her/him that…

·         I’d like to leave her/him a message

·         Please let her/him know that…

Unclear conversations

• “There’s a lot of background noise – I can barely hear you.”
• “You’re breaking up. Could you call me back?”
  (breaking up = you can only hear parts of what the other person is saying)
• “We have a bad connection.”
• “Sorry – I didn’t catch what you just said.”
• “Could you speak a little loudly?”
  (say this if the person is speaking too low)
• “Could you speak a little more slowly?”
  (say this if the person is speaking too fast)
• “Could you repeat that?” / “Could you say that again?” (more formal)

The caller is absent

• “Sorry – he’s not home right now.”
• “He’s not here.”
• “He’s still at work.”
• “He’s at the gym.”

 Secret information

Sometimes, users may ask for information you find inappropriate or your company does not allow you to provide. You need to turn them down and still be polite in your language. 

I was at a bank in Douala to open an account at a bank. Suddenly, a fierce-looking man came in and pleaded with the receptionist to tell him how much was in his wife’s account. But this was against the policy of the bank and she turned him down. Some expressions you can use in such awkward situations include:

·         I’m afraid I can’t give you that information.

·         Sorry, but I’m not allowed to give details about that.

·         I’m afraid, this information is divulged only to registered users of the product. etc
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