Business Telephoning: Functional Language Reference Sheets (Business English: Functional Language Reference Sheets)

Business Telephoning: Functional Language Reference Sheets is part of the Functional Language Sheets Series published by Workplace English Training E-Platform. The book provides English language learners with the standard telephone phrases required for conducting business in English.

Each standard telephone phrase in English has a specific function. Examples of specific functions include answering a call, asking for repetition, clarifying details, apologising, asking to be transferred, confirming an appointment time, etc. This is referred to as functional language.

The book lists the most common and useful functional language for a wide range of telephone situations such as taking messages, handling enquiries, requesting information, checking back and confirming, handling customer complaints, and telephone communication problems. Each situation is divided into two sections “Making a Call” and “Taking a Call” and under each section, lists of standard phrases are provided according to their function.

The following situations are covered in the guide:

• USING STANDARD TELEPHONE PHRASES 1
• USING STANDARD TELEPHONE PHRASES 2
• WHEN SOMEONE IS UNAVAILABLE
• TAKING TELEPHONE MESSAGES
• PASSING ON MESSAGES
• CHECKING BACK AND CONFIRMING INFORMATION
• ENQUIRIES AND REQUESTS
• REQUESTING INFORMATION
• DEALING WITH PERSISTENT CALLERS
• MAKING A CANCELLATION
• BUYING TIME
• CHASING UP PAYMENT
• PLACING, CHANGING AND CANCELLING ORDERS
• FINALIZING AGREEMENTS
• COLD CALLS – ARRANGING A MEETING
• CUSTOMER SERVICE
• HANDLING CUSTOMER COMPLAINTS
• HANDLING DIFFICULT REQUESTS
• TELEPHONE COMMUNICATION PROBLEMS PART 1 (A BAD LINE)
• TELEPHONE COMMUNICATION PROBLEMS PART 2 (AN UNCLEAR MESSAGE)
• TELECONFERENCING COMMUNICATION PROBLEMS

The situation “Dealing with Persistent Callers,” for example, is broken down into the following language functions, with common and useful phrases listed under each function:

• Addressing the caller
• Asking who’s calling
• Talking about availability
• Saying when someone will be free
• Confirming you’ll pass on the message
• Assuring the caller
• Dealing with persistence

This is an invaluable and unique reference book for anyone working in business that needs to do business on the phone in English.