Telephone English poses a special problem for English learners because of the lack of visual clues used when speaking. Practicing telephone English in class can also seem rather artificial as exercises generally ask students to practice speaking on the phone through role-plays sitting together in small groups. Once they have learned the basic phrases used in telephoning, the main difficulty lies in communicating without visual contact.This telephone English lesson plan focuses on creating more realistic telephoning situations to encourage students to practice authentic telephoning situations.

The lesson has been planned to take place in a business setting. However, the lesson can be modified by the use of smart phones to fit any teaching situation.

Aim: Improving Telephoning Skills

Activity:Role playing using office telephone lines

Level: Intermediate to advanced

Telephone English Lesson Plan

• Review phrases used in telephoning with the telephone English match-up and quiz below.
• When students have finished, ask them to identify phrases that are not used in personal interactions. (i.e. This is Mr. Smith. Would you like to leave a message?)
• To begin practicing on the phone, ask students to pair up and then separate into different rooms. Make sure students have the right telephone numbers!
• Students should take turn initiating telephone calls as indicated in the short cues provided in the worksheet.
• Once students are comfortable with easy conversations, move on to more difficult conversations as outlined in the next activity.

• Ask each student to write out notes for a telephone conversation that they would typically have with a native speaker. Make sure students have a specific task in mind when writing out the notes. You can provide a few examples such as: Order 500 liters of olive oil, expect delivery by Friday, Use the company account for payment, Send to 2425 NE 23 St, Portland, Oregon, etc.

• Choose some notes and ask the student to leave the room and go into the next office. Now, this is when your acting skills come in handy! Take the various notes, call the other extension and ask for the person suggested by the student who wrote the notes.
• You've made it to Hollywood now! Play a variety of roles and act them out on the phone. Really put your students through the paces. You can be angry, impatient, in a hurry, etc.
• Once you have repeated this exercise, get students to call each other in their own offices to repeat the exercise. Remember it is crucial to actually use the phone, as the difficulty lies in understanding English over the phone. Make sure students get lots of practice with a variety of telephone role plays.

Finally, if can't use separate telephones lines in a business setting, use smart phones and ask students to go to separate rooms for their calls.

Remember that students will need lots of practice to improve their telephoning skills. To help create further opportunities, spend some time discussing specific telephoning tasks they can expect at work.

Telephone English Exercises

Match Up

Match the first half of the sentence to the second half to complete these common expressions used on the telephone.

Telephone Cues

Use the cues to make telephone calls with a partner.

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• A telephones B in order to speak to the manager. Unfortunately, the manager is out. Leave a message.
• B telephones A and would like to speak to a colleague, Ms. Anderson. A asks B to wait and puts B through to Ms. Anderson.
• A telephones B and wants some basic information about the company. B describes what the company does and sells.
• B telephones A to complain about a broken product. A apologizes and redirects B to the appropriate customer service department.
• A telephones B to make an appointment with the personnel department. B suggests a time to speak to Mr. Taylor who works in the department. A agrees to come in at the suggested time.

• B telephones A asking for information about store opening hours. A provides the appropriate information.

Notes for a Call

It's a good idea to write out short notes before your make a telephone call. This will help you keep on track during your conversation.

• Write out some notes for a telephone call asking for specific information needed for your current job.
• Ask for specific details about a product, a meeting, or another event that you'll attend.
• Make a copy of your notes for a class mate and practice the conversation using the telephone.

• Asking and Answering Questions

• Greetings and Introductions

• Numbers and Time

• Telephone Conversations

• Eating Out and Shopping

• Traveling

• Going to the Doctor

Telephoning in English includes learning a number of special phrases, as well as focusing on listening skills. Some of the most important phrases include how to answer the phone, how to ask for others, how to connect, and how to take messages.

Introducing Yourself

Here are a few ways to informally introduce yourself on the telephone:

• This is Ken.
• Hello, Ken speaking

If you'd like to reply more formally, use your full name.

• This is Jennifer Smith speaking.
• Hello, Jennifer Smith speaking.

If you are answering for a business, just state the business name. In this case, it's common to ask how you can help:

• Good morning, Thomson Company. How may I help you?
• Plumbers Insurance. How can I be of service today?

British / American Difference

• Hello, this is Ken
• Brighton 0987654

The first example response is in American English and the second is in British English. As you can see there are differences in both forms. The telephone articles include both British and American English, as well as phrases that are common to both forms.

In American English, we answer the phone stating 'This is ..' In British English, it's common to answer the phone by stating the telephone number. The phrase 'This is ..' is used only on the telephone to substitute the phrase 'My name is ..' which is not used to answer the telephone.

Asking Who Is on the Telephone

Sometimes, you'll need to find out who is calling. Ask them politely for this information:

• Excuse me, who is this?
• May (Can) I ask who is calling, please?

Asking for Someone

At other times, you'll need to speak to someone else. This is especially true when you telephone a business. Here are some examples:

• 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

If you answer the phone, you might need to connect the caller to someone at your business. Here are some useful phrases:

1. I'll put you through (put through - phrasal verb meaning 'connect')
2. Can you hold the line? Can you hold on a moment?

When Someone Is Not Available

These phrases can be used to express that someone is not available to speak on the telephone.

1. I'm afraid .. is not available at the moment
2. The line is busy.. (when the extension requested is being used)
3. Mr. Jackson isn't in.. Mr. Jackson is out at the moment..

Taking a Message

If someone isn't available, you might want to take a message to help the caller.

• Could (Can, May) I take a message?
• Could (Can, May) I tell him who is calling?
• Would you like to leave a message?

Continue practicing your skills by using the practical exercises below which include information on leaving messages on the telephone, how to ask native speakers to slow down, role plays on the telephone and more.

Practice With a Role Play

Begin by learning important telephone English with the dialogue below. Here is a short telephone conversation with some of the key phrases:

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.

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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 from face-to-face conversational English.