assigment

Changing the mood of a sentence (modals)

In English, you can show what you feel about a situation by using words such as may, will, would, might, can and could.

These words can change the meaning of a sentence and show that something is possible, necessary, uncertain, or intended.
"For example, "I'll go shopping tomorrow" shows that you intend to go tomorrow.
"I might go shopping tomorrow" shows that perhaps you will go tomorrow, but you don't know for sure.
When you use these words, remember:
* They are followed by the verb without to.
* You don't need an 's' for the third person singular: "He might come to the party." (Not "he mights come to the party".)
* You can make a question by putting the word before the person, not by using 'do' or 'have': "Could you help me?" (Not "do you could help me?")
* You can make a negative form by adding a form of not to the word:
can becomes can't
will becomes won't
might becomes might not (or mightn't)
may becomes may not
could becomes couldn't.

How possible something is

"The company might relocate next year."
"We may have to wait an hour for dinner in this restaurant."
"It can get very cold here in winter."
"We could all live to be 100 years old in theory."

How certain something is

"She'll get promoted next year."
"He won't agree to that idea."
"You must be our new neighbour."
"If you left now, you would get the train."

Offers and requests

"Shall I open the door for you?"
"I'll cook dinner, if you like."
"Could you help me?"
"Can you pass me the salt, please?"

Permission

"Can I open the window, please?"
"You may now look at your exam papers." (This is formal.)

Ability

"I can cook, but I can't drive."
"I couldn't speak French very well when I was at school."

Using should, must and need

These words help you to talk about rules, obligation and advice.

Should

We use should to give advice.
"If you want to learn English, you should practise as much as possible."
We can also use should to talk about what we expect to happen.
"He should be here by now – he left over an hour ago."
The negative of should is shouldn't.
"You shouldn't eat so much chocolate – it's bad for you."

Must

We use must to talk about obligation.
"I must call my grandmother today – it's her birthday."
If you want to say the opposite – that there is no obligation to do something, use don't have to or don't need to.
"You don't have to wash the car – I'll do it."
"You don't need to put the rubbish out – I've already done it."
We can also use must to talk about what we think is logically certain.
"You must be tired after all that travelling."
If you want to say that something is logically impossible, use can't.
"Who's that at the door? It can't be the postman – he's already been."
Mustn't means that it is not allowed to do something.
"You mustn't feed animals in the zoo – it's not allowed."

Should have done

Look at this example dialogue:
"You know… my car was broken into yesterday."
"How terrible. What did you do?"
"Oh, nothing."
"You should have called the police."
We use the pattern should have done to talk about what we think would have been the best thing to do. However, the past event we are talking about cannot be changed. So the pattern after should is have done – not should do.
In the example dialogue, the person didn't contact the police yesterday (in the past), so you can't change the situation. You can only say what action would have been the best in this situation.

BUSINESS  ENGLISH

 

WRITING  BUSINESS  LETTERS Useful phrases
Salutation	Dear Mr Brown Dear Ms White Dear Sir Dear Sirs Dear Madam   Dear Sir or Madam Gentlemen
Starting	We are writing to inform you that ...                       to confirm ...                       to request ...                       to enquire about ... I am contacting you for the following reason. I recently read/heard about  . . . and would like to know . . . Having seen your advertisement in ... , I would like to ... I would be interested in (obtaining/receiving) ... I received your address from ...      and would like to   ... I am writing to tell you about ...
Referring to        previous contact	Thank you for your letter of March 15 ... Thank you for contacting us. In reply to your request ... Thank you for your letter regarding ... With reference to our telephone conversation yesterday ... Further to our meeting last week ... It was a pleasure meeting you in London last month. I enjoyed having lunch with you last week in Tokyo. I would just like to confirm the main points we discussed on Tuesday . . .
Making a request	We would appreciate it if you would ... I would be grateful if you could... Could you please send me . . . Could you possibly tell us/let us have... In addition, I would like to receive ... It would be helpful if you could send us ... I am interested in (obtaining/receiving...) I would appreciate your immediate attention to this matter. Please let me know what action you propose to take.
Offering help	We would be happy to ... Would you like us to ... We are quite willing to ... Our company would be pleased to ...
Giving good news	We are pleased to announce that ... I am delighted to inform you that ... You will be pleased to learn that ...
Giving bad news	We regret to inform you that ... I'm afraid it would not be possible to ... Unfortunately we cannot/we are unable to ... After careful consideration we have decided (not) to ...
Complaining	I am writing to express my dissatisfaction with ... I am writing to complain about ... Please note that the goods we ordered on (date) have not yet arrived. We regret to inform you that our order n°--- is now considerably overdue. I would like to query the transport charges which seem unusually high.
Apologizing	We are sorry for the delay in replying ... I regret any inconvenience caused I would like to apologize for (the delay/the inconvenience) ... Once again, I apologise for any inconvenience.
Orders	Thank you for your quotation of ... We are pleased to place an order with your company for ... We would like to cancel our order n°...     Please confirm receipt of our order. I am pleased to acknowledge receipt of your order n°... Your order will be processed as quickly as possible. It will take about (three) weeks to process your order. We can guarantee delivery before ... Unfortunately these articles are no longer available/are out of stock.
Prices	Please send us your price list. You will find enclosed our most recent catalogue and price list. Please note that our prices are subject to change without notice. We have pleasure in enclosing a detailed quotation. We can make you a firm offer of ... Our terms of payment are as follows :
Referring to payment	Our records show that we have not yet received payment of ... According to our records ... Please send payment as soon as possible. You will receive a credit note for the sum of ...
Enclosing documents	I am enclosing ... Please find enclosed ... You will find enclosed ...
Closing remarks	If we can be of any further assistance, please let us know If I can help in any way, please do not hesitate to contact me If you require more information ... For further details ... Thank you for taking this into consideration Thank you for your help. We hope you are happy with this arrangement. We hope you can settle this matter to our satisfaction.
Referring to future        business	We look forward to a successful working relationship in the future We would be (very) pleased to do business with your company. I would be happy to have an opportunity to work with your firm.
Referring to future        contact	I look forward to seeing you next week Looking forward to hearing from you     "           "      to receiving your comments I look forward to meeting you on the 15th I would appreciate a reply at your earliest convenience.   An early reply would be appreciated.
Ending business letters	Sincerely,          } Yours sincerely, } (for all customers/clients) Sincerely yours, }   Regards,             (for those you already know and/or                                    with whom you already have a working relationship.)

Michelle: 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.   Michelle: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’s Mike Andrews. Michelle:Just a second -  I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’m just putting you through.

Claire:Hello, finance department Female:Hello, can I speak to Adrian Hopwood, please? Claire:I’m afraid he’s in a meeting at the moment. Can I help? Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? 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 McAndrews called 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!

Male: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 name here. Michelle:Oh. Can I check the number I’ve got…. is that not  5568790? Male: No, it’s 5558790. Michelle:Oh sorry about that.  I must have dialled the wrong number. Male:No problem!  Bye!  Male: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 and put you through.  In future his direct number is 5558770. Ruth:Did I not dial that? Male:No you rang 5558790. Ruth:Oh, sorry to have troubled you. Male:No problem.  Hang on a moment and I’ll put you through to Paul’s extension. Ruth:Thanks.

Michelle:Mr Hibberd’s office! Peter:Hello, can I speak to Brian Hibberd, please? Michelle:I’m afraid he’s in a meeting until lunchtime. Can I take a message? Peter:Well, I’d like to arrange an appointment to see him, please.   It’s Peter Jefferson here. Michelle:Could you hold on for a minute, Mr Jefferson. I’ll just look in the diary. So when’s convenient for you? Peter:Some time next week if possible. I gather he’s away the following week. Michelle:Yes, that’s right, he’s on holiday for a fortnight. Peter:Well, I need to see him before he goes away. So would next Wednesday be okay? Michelle: Wednesday . let me see . he's out of the office all morning. But he's free in the afternoon, after about three. Peter: Three o'clock is difficult. But I could make it after four. Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd's office? Peter: Yes, that sounds fine. Thanks very much. Michelle: Okay, then. Bye.

Dolores:Hello! Dolores speaking… Tim:Ah yes, hello. I’d like to enquire about flights to Hong Kong from Kennedy Airport in New York, please. I’m off to a conference at the end of the month - Thursday 22nd until Tuesday 27th. Could you tell me about the flight availability and prices?   Dolores:Certainly. Do you want to go economy, business or first class? Tim:Well, I’d like to go first class, but unfortunately I’ll have to go economy - company rules, you see.  Dolores:Yes, sure, I understand. How many of you will be travelling? Tim:Ah, it’s just me. Dolores:Okay, so that’s one seat … economy … New York - Kennedy to Hong Kong Airport. Tim:And how much will that be? Dolores:Let me see … to qualify for the discount rate, you need to stay over a Saturday, which you are doing … Yes, that’ll be $830. Tim:Right, and does that include airport tax? Dolores:No, tax is another $70 on top of that. Tim:Okay. Can I book that, then? Dolores:Certainly.

 Dolores:

Can I help you with anything else?

Tim: Yes, I'd like to book a hotel room too, for the full five nights. Could you check if the Regency Hotel has any rooms free? Dolores: Yes, they do. Tim: And is there a discount rate for conference delegates? Dolores: Yes, there is. I think it's 10% but I can check that for you. Tim:

Okay, do you mind if I book it provisionally for now and I'll call you back later to confirm? I just need to check one or two details.

Dolores: That's fine, sir. Can I help you with anything else? Tim:

No, that's all for now. As I said, I'll call you back.

Another thing to think about when talking on the telephone is formality. It's important to use the right level of formality – if you are too formal, people might find it difficult to feel comfortable when they talk to you. On the other hand, if you are too informal, people might think you are rude!
Generally speaking, if you are talking to someone in a business context, you should use could, can, may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a message?' 'Would next Wednesday be okay?'. You should also use please and thank you or thanks very much whenever you ask for, or receive, help or information.
It's important to show politeness by using words like would, could, please, thank you etc. But it's also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like okay and bye - in other words - everyday English! So phrases like I'm off to a conference..., no problem, bye! and hang on a moment and I'll put you through are perfectly acceptable, as long as the overall tone of the conversation is polite.
One last tip - it's better to ask for help or clarification when you're having a telephone conversation, than to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like 'Could you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would you mind spelling that for me please?' Using phrases like these will help make sure that you have a successful phone call, and may save you from lots of problems later on. You could always say that the line's very bad today if you can't hear very well. And it's also a good idea to practise words, phrases and vocabulary before you make the call!

You are Marie and you work in the finance department for a major corporation. The telephone rings ...

Q: How would you answer the phone?
1. Hello? 2. Hello, can I help you? 3. Hello, Finance Department, Marie speaking

Modal	Example	Uses
Can	They can control their own budgets. We can’t fix it. Can I smoke here? Can you help me?	Ability / Possibility Inability / Impossibility Asking for permission Request
Could	Could I borrow your dictionary? Could you say it again more slowly? We could try to fix it ourselves. I think we could have another Gulf War. He gave up his old job so he could work for us.	Asking for permission. Request Suggestion Future possibility Ability in the past
May	May I have another cup of coffee? China may become a major economic power.	Asking for permission Future possibility
Might	We'd better phone tomorrow, they might be eating their dinner now. They might give us a 10% discount.	Present possibility Future possibility
Must	We must say good-bye now. They mustn’t disrupt the work more than necessary.	Necessity / Obligation Prohibition
Ought to	We ought to employ a professional writer.	Saying what’s right or correct
Shall (More common in the UK than the US)	Shall I help you with your luggage? Shall we say 2.30 then? Shall I do that or will you?	Offer Suggestion Asking what to do
Should	We should sort out this problem at once. I think we should check everything again. Profits should increase next year.	Saying what’s right or correct Recommending action Uncertain prediction
Will	I can’t see any taxis so I’ll walk. I'll do that for you if you like. I’ll get back to you first thing on Monday. Profits will increase next year.	Instant decisions Offer Promise Certain prediction
Would	Would you mind if I brought a colleague with me? Would you pass the salt please? Would you mind waiting a moment? "Would three o`clock suit you?" - "That’d be fine." Would you like to play golf this Friday? "Would you prefer tea or coffee?" - "I’d like tea please."	Asking for permission Request Request Making arrangements Invitation Preferences

Telephone English - Important Phrases

There are a number of phrases and idioms that are only used when telephoning. Let's first take a look at an example dialogue: Here are the most common:

• Operator: Hello, Frank and Brothers, How can I help you?
• Peter: This is Peter Jackson. Can I have extension 3421?
• Operator: Certainly, hold on a minute, I'll put you through...
• Frank: Bob Peterson's office, Frank speaking.
• Peter: This is Peter Jackson calling, is Bob in?
• Frank: I'm afraid he's out at the moment. Can I take a message?
• Peter: Yes, Could you ask him to call me at . I need to talk to him about the Nuovo line, it's urgent.
• Frank: Could you repeat the number please?
• Peter: Yes, that's , and this is Peter Jackson.
• Frank: Thank you Mr Jackson, I'll make sure Bob gets this asap.
• Peter: Thanks, bye.
• Frank: Bye.

As you can see, the language is rather informal and there are some important differences to everyday English. Look at the chart below for key language and phrases used in telephone English:

Introducing yourself
This is Ken.
Ken speaking

Asking who is on the telephone
Excuse me, who is this?
Can I ask who is calling, please?
Asking for Someone
Can I have extension 321? (extensions are internal numbers at a company)
Could I speak to...? (Can I - more informal / May I - more formal)
Is Jack in? (informal idiom meaning: Is Jack in the office?
Connecting Someone
I'll put you through (put through - phrasal verb meaning 'connect')
Can you hold the line? Can you hold on a moment?
How to reply when someone is not available
I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is being used)
Mr Jackson isn't in... Mr Jackson is out at the moment...
Taking a Message
Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?

More Telephone English:

• Telephone English: Leaving a Message on an Answering Machine
• How to Telephone: Tips and Tricks to Make Sure a Native English Speaker Slows Down!
• Practical Exercises: Exercises to Improve Your Telephoning Skills
• Role Plays: Role Play Dialogue Cues to Practice Telephoning with Friends
• Business Telephone Conversations
• Teaching Telephone English: Lesson Plan

Initial Telephone Contact:

A: 1. Greeting     2. Name of Company    3. Offer of Assistance

A: Good morning, Alpha Data Company.  May I help you?

B: 1. Response to question [if asked]   2. Request person or department      3. Please

B: Yes.  May I speak to Mr. Hsu in Accounts, please?**

A: 1. Request name

A: May I ask who is calling, please?

B: Winifred Young from Dyno Masters Company.

A: 1. Thank you  2. Confirmation of Request    3. Ask to Hold

A:  Thank you Ms. Young.  Mr. Hsu in Accounts?  One moment please.

B:  Thank you.

** Another option and quite common is: This is Winifred Young from Dyna Masters, may I speak to Mr. Hsu in Accounts, please? This option is a bit faster as it removes one step from the exchange.

Contact with your target person:

A:  1. Greeting  2. Name   3. Offer assistance

A: Hello, Kevin Hsu here.  May I help you?

B:  1. Greeting  2. Name and company  3. State reason for calling

B:  Hello Mr. Hsu, this is Winifred Young from Dyna Masters.  I don't quite understand the last invoice you sent us for maintenance of our Internet servers.

A: 1. Greeting  2. Address the question

A: Hello Ms. Young.  Let me check that invoice and see what the issue was.  Can you give me the invoice number, please?

Business English
ESL Telephone Talk

Talking on the telephone can be difficult for a couple of reasons. First of all, you can't see the person you're talking to, so you can't see his or her body language and "read" his or her face. Talking on the phone also requires its own special set of words and phrases. Here’s a helpful reference chart that will help you speak on the telephone phone with confidence in business and personal situations. We hope you'll find this helpful. Now if you can only find somebody to pay for your cell phone bill you'll be all set!

SITUATION	EXAMPLES
Introducing yourself. Phrases to use when you place the call.	When calling a general number: - May I speak with Marina Smith? - Hello, this is John Block calling for Marina Smith. - Is Marina Smith in? (informal) When the person answers the call directly: - Hi Marina, it’s John calling. - Good afternoon, Marina. This is John Block from ABC company calling.
Answering the phone. There are many different ways to answer your phone.	For calls to your direct line: - Good morning, this is Marina. - Good afternoon, XYZ firm. How may I help you? - Marina speaking. - XYZ firm, Marina speaking. For calls to your direct line, when the person asks for you by name: - Speaking (caller says: “Is Marina there?” and Marina replies: “speaking”). - This is she / this is he (caller says: “Is Marina in?” and Marina replies “This is she”). For calls to a general number: - Thank you for calling XYZ. How may I direct your call?
Connecting someone. When you answer the phone and it is for somebody else.	- One minute, I’ll transfer you now. - Please hold and I’ll put you through. - Let me see if Jim is available. - One moment, please. - Hang on a minute. (informal)
When you need to put somebody on hold	- Jim is on another line at the moment. Would you like to hold? - I’m sorry, I have a call on my other line. Can you please hold? For customer service calls - All of our operators are currently busy. Please stand by for the next available operator.
When you don’t understand the caller	- Could you please repeat that? - I’m sorry, I didn’t catch what you just said. - Can you please speak a little more slowly? - Can you please speak a little louder?
Clarifying what your caller says	- Can you please spell that for me? - How do you spell your last name? - And that company name again was, JAQ Industries? - Let me repeat your information to make sure I got it right.
Taking a message for someone	- I'm sorry, John’s not here at the moment. Can I take a message? - John is in a meeting at the moment. May I ask who’s calling? - John is at lunch. Would you like to leave a message? - John has left for the day. Would you like to be put through to his voice mail?
Leaving a message for someone	- Please tell him that Susan called and ask him to call me back. My number is 999-343-3423. - Please ask him to call Susan when he gets in. - He already has my number. - He’s not in? Please put me through to his voice mail. - When do you expect him back in the office? - I need to speak with him on an urgent matter. Please have him call me as soon as he gets in.
Ending a conversation	- It’s been great talking with you. I’ve got a meeting now so I better run. - Thanks for calling. I’ll speak with you again soon. - I’ve got another call coming in. Good talking to you. - I better let you go. - It’s 5 o’clock already. I better let you go. - Let’s touch base on this again in a few days.

SPECIAL SITUATIONS
Leaving a voice mail	- Hello, this is Marina Smith calling to follow-up regarding your order with XYZ company. Can you please call me back at 999-344-3344. - Hello, this is John Block from ABC. I’m calling regarding the upcoming conference in Miami. I’ll try you again later today. - Hi, it’s Marina. Please call me back when you get a minute. (informal)
Recording a voice mail message on your machine	- Hello, you’ve reached Marina Smith at XYZ company. I’m sorry I’m not available to take your call. Please leave a message and I’ll call you back as soon as I can. Thank you. - Hello, you’ve reached John Block at ABC. It’s Monday, May 22, and I will be out of the office all day. I will be checking my voice mail from time to time and will return all urgent calls. Thank you. If you’re going on vacation - Hello, this is Marina Smith at the XYZ company. I will be on vacation from Friday, May 12 through Monday, May 22. Please leave a message, and I’ll call you back when I return. Thank you.
Phrases for cell phone calls	The fading signal - I’m sorry, I’m losing you. Can you call me back? - I can barely hear you. Let me call you back on my other phone. - We’re breaking up. I’m having trouble hearing you. Let me call you back later. The lost call - Hi, it’s Marina again. Apparently we got cut off. - Hi, it’s John again. Sorry I lost you. My cell phone dropped the signal.
SPELLING OUT NAMES OVER THE PHONE. Often you will need to spell something out over the telephone, such as a last name. It will help your listener is you offer words for each letter. Give words or names that are very common for each letter.	- My last name is Czarnek. C as in cat, Z as in zebra, A as in apple, R as in Robert, N as in Nancy, e as in egg, K as in king. - My registration number is 459N4AF. That’s 459, N as in Nancy, 4 A as in Apple, F as in Frank.

Starting a telephone conversation

taking a call

tolingo translations, Sarah Martin speaking, how can I help you?

(Company name) (your name) speaking, how can I help you?

tolingo translations, Sarah Martin speaking.

(Company name) (Your name) speaking.

Hello, tolingo translations, Sarah Martin speaking.

Hello / Good morning / Good afternoon (Company name) (your name)

making a call

	comment
Hello, this is (your name) from (company).	formal
Hello, this is Ross Smith from tolingo translations.
Hi, it’s Sarah Walters from tolingo translations.	friendly
Hi, it’s Sarah	very familiar, more suitable for personal conversations

asking for somebody

	comment
May I speak to (name) please?	formal
Please could I speak to (name)?
I’d like to speak to Mr Green, please.
Is Fred there?	very familiar
Can I speak to Fred please?

answering the phone and confirming that you are speaking.

speaking

e.g. Hello is that Fred Barber? yes, speaking.

reasons for calling

I am calling about…

I’m calling to…

could you tell me…

I was wondering if you could tell me…

Could you tell me…

I was wondering if you could help me, I have (a problem) (a question)

I need…

I just wanted to ask…

Just a quick question…

Just a quick word…

Just a quick one…

small talk

Hi Fred, How are you?

It’s nice to hear from you.

How are things?

How did you get on with…?

How are you getting on with…?

How was the…

How are you getting on with…?

Asking to be called back, leaving or taking a message

taking a message

I’m sorry but Fred isn’t at his desk right now, can I take a message?

Mr Green is in a meeting, would you like me to take a message?

I’m afraid Ms Jackson is away this week, would you like to leave a message?

He/She is unavailable at the moment, can I take a message?

asking the caller to call back

I’m afraid she is busy right now, would you mind calling back later?

asking to leave a message

Would you mind taking a message?

I’d like to leave (him/her) a message.

leaving a message

Please tell (name) that…

Please let (name) know that…

(I called) (I need to discuss X with (him/her)

(I’d like to re-arrange x)

Please ask (him/her) to call me back.

Please ask him her/him to contact me about….

My telephone/mobile number is…

passing on the message

I will tell him/her you called

I will pass that on to him/her

I will let him/her know

I’ll make sure he/she gets your message

calling back

Ok I’ll call back later

Ok I’ll try again tomorrow/later

clarifying

spelling

Could you spell that please?

How do you spell that, please?

repeating

I’m sorry I didn’t catch that.

I’m sorry, could you repeat that please?

I’m sorry, I can’t hear you, could you please speak up a little?

Would you mind speaking a little slower?

asking for the name/company

I’m sorry, I didn’t catch your name.

Could you please repeat you name?

What was the name of the company please?

Can I just check your name? I’ll spell it.

asking when somebody is available

When will he be back/available?

When is a good time to call?

asking somebody if they can call back later

I’m a little busy at the moment, would you mind calling me back later?

I’m afraid I can’t talk right now, would you please call me back later?

Could I call you back later? I’m a bit tied up right now.

clarifying

spelling

Could you spell that please?

How do you spell that, please?

repeating

I’m sorry I didn’t catch that.

I’m sorry, could you repeat that please?

I’m sorry, I can’t hear you, could you please speak up a little?

Would you mind speaking a little slower?

asking for the name/company

I’m sorry, I didn’t catch your name.

Could you please repeat you name?

What was the name of the company please?

Can I just check your name? I’ll spell it.

asking when somebody is available

When will he be back/available?

When is a good time to call?

asking somebody if they can call back later

I’m a little busy at the moment, would you mind calling me back later?

I’m afraid I can’t talk right now, would you please call me back later?

Could I call you back later? I’m a bit tied up right now.

connecting the caller and asking to be connected

asking someone to hold

Wait a moment please.

I’ll just put you on hold for moment.

asking to be connected

Could you please put me through to (Fred Samson) (the sales department)?

Could you please connect me with (the finance department) (Ms Louis)

connecting someone

Just a moment, I’ll put you through

One moment please, I’ll connect you

saying the line is busy

I’m afraid the line is busy

I’m afraid his phone is engaged.