16:27 9/8/24 Telephoning.BÀI TỔNG HỢP
USEFUL PHRASE IN THIS UNIT
UNIT 1: SHALL I PUT YOUR THROUGH ? (phuong) Giving your name
 Company’s name, (your name) speaking
 This is (your name) from (company’s name) here
 Hello, s.one. It’s (your name) here
Getting through to the right person
 Could/Can I speak to (someone), please ?
 I'd like to speak to (someone), please.
 I actually wanted to speak to (someone).
 Is (someone) there at the moment? Making the connection
 Shall I put you through to him/her?  Could you please hold?
 Just hang on a moment while I make the connection .
When the person isn't available  I'm afraid …
Example: I'm afraid his/her line is engaged.  I'm sorry, but…
Example: I’m sorry, but he/she isn't in the office today.
 Would you like to call back later? Leaving a message
 Could you ask him/her to call me back?
 My name is…. I'm calling from (company’s name) and my number is ... Taking a message  Can I take a message?
 Does (s)he have your number?
 I'll tell him/her you called .
 Shall I ask him/her to call you back?
 I'll make sure he/she gets your message. Checking the message
 Let me just read that back to you.
 Sorry, did you say 42 04 or 42 14?
UNIT 5 : I’M SORRY ABOUT THAT about:blank 1/3 16:27 9/8/24 Telephoning.BÀI TỔNG HỢP Apologize  I’m sorry about that …. 
I’d like to apologize for …. 
Oh dear. I’m sorry to hear that … 
Please accept my …./ our apologies for Clarify the problem 
What’s the problem exactly/ ? 
Could you explain the problem in more detail ? Solving the problem 
I’ll get on to that problem immediately. 
I’ll make sure it gets sorted out straight away. 
I’ll personally make sure it doesn’t happen again Making a complaint:
 Are you the rght person to talk to ?
 There appears to be a small problem woth your lastest comsignment
 There appears to be a mistake on the invoice you sent us
 You seem to have forgotten the attachment  Explaining a problem
 There seems/appears to be a problem with ...
 I'm afraid there's a problem with ...  Unfortunately, you/we ...
Unit 6: HOW DOES THAT SOUND ?
The following phrases to politely interrupt if the other person does not allow you to speak:  Interrupting
 Sorry, can I interrupt you there?
 Yes, yes, but can I just say something?
 Well yes, that may be true, but...  Can I just come in here?  Making proposals
 I wanted to ask if there was any possibility of ...
 Would you be prepared to ...?
 I wanted to make a suggestion.  I have an idea.  What do you think?  How does that sound?
 Reacting to proposals
 That sounds like it would be feasible.  That sounds reasonable.
 That depends / That's difficult to say
 I don't think that would be possible
 We could probably work with that. about:blank 2/3 16:27 9/8/24 Telephoning.BÀI TỔNG HỢP about:blank 3/3