1. Can I use your phone?

Excuse me, may I use your telephone? Do you mind? I want to make a phone call to my office. I want to make a quick call to my wife... if you don´t mind. Please, go ahead. To make a call; to make a telephone call; to phone somebody, to give somebody a call.

I must call my office. It´s urgent. And I should call my wife. She expects me to call her this evening. Just to check that everything is allright.

2. Introductions

Good morning, XY speaking. I would like to speak to Mr Brambury, please. I´d like to speak to Mr Brambury, please. Oh, he's out? May I speak to Mrs Wigmore then? She is busy at the moment. She's in a meeting. Can I leave a message?

3. Can I speak to Mr X? (openers)

May I speak to the manager, please? I´d like to speak to the manager, please. Can I speak to the manager, please? May I help you? Can I help you? One moment, please. Hold the line, please. Hold on, please. I´ll connect you. I´ll put you through. The number is busy. The number is engaged.

4. Incomprehension

I'm sorry, I don´t speak English very well. Could you speak more slowly? Could you repeat this, please? Could you say that again, please? Could you spell that name, please?

5. First contact

Good morning, the Continental company. May I help you? XY speaking. Who is calling, please? May I ask who´s calling? Can I have your name, please?

6. The line is busy

I´d like to speak to the manager, please. And who is calling? I'm sorry, the line is busy. The extension is engaged. I can't put you through right now. Would you like to hold the line? Shall I put you on hold? Do you want to wait? Will you hold or would you rather call a little later? I´ll hold.

7. Taking a message

May I take a message? Would you like to leave a message? Any message? What was your name again, please? Can you spell that? And what number are you on, Mr McDuff? Does Mr Black have your number? Thank you, I'll give him your message.

8. Leaving a message

I need to speak to Mr Mohiro. I need to speak to him today. May I leave a message for him? I want to leave a message for him. It's very important. Could you tell him to call me back? Please, make sure that he calls me back today. My name is... and my number is... The country code for Slovakia is 421. I'll be there till late this evening. Call any time but as soon as possible.

9. Wrong number

I'm sorry, I think you have the wrong number. You must have the wrong number. You must have dialled the wrong number. Wrong number. What number were you calling? Please, check the number again because there is no one of that name here.

10. Is this the right number?

Is this the number for Lloyd's Bank? Is this Lloyd's Bank? Oh, excuse me, I must have the wrong number. Oh, I'm sorry, I've dialled the wrong number. Is this the right extension? Please, don't hang up. Could you transfer me to the right extension? Is this the Accounts Department?

11. Lack of comprehension

I'm afraid you're speaking a little too fast. I'm sorry. I can't understand everything if you speak so fast. Please, speak a little more slowly. What did you say? I'm sorry I don't know that word. What does it mean? I didn't catch that word... Could you say that again?

12. Could you speak up?

It's very noisy here. It's too noisy here and I can't hear you. Could you speak up a bit? I didn't know that word. How do you spell it? I'm sorry, we have to break off our conversation. My office has suddenly filled up with people. I think we need to have a private conversation.

13. I'll see if she is here...

Who's calling please? May I ask who's calling? I'll see if she's here. I'll see if she's free. I'll call her. She seems very busy right now but I'll try to tell her that you are on the line. She'll be with you in a minute. Sorry to keep you waiting.

14. Here she is coming now...

I'm sorry... I'm afraid... I'm terribly sorry but she's at lunch. She'll be back by 3. She'll be probably back. She's expected at 4 o'clock. She should be back by one. I think she'll be back before 2. She won't be long. Here she's coming now.

15. He isn't in...

Mr Black is not in the office. I'm afraid he's not in the office. I'm afraid he isn't in. He's out. I'm afraid the director is out of town. He's in Sheffield. He went to Sheffield. I'm sorry, he's out at lunch. I'm afraid he just went out. He's away on business. He's on a business trip.

16. The director isn't in...

May I speak to the director, please? I'm afraid he's not in the office. When do you expect him back? Do you know when he'll be back? Can you tell me when he'll be back? Can you tell me when he'll be in? Do you know when he'll be in? When is he going to be in?

17. Can you tell me the name?...

Could you tell me, please, who deals with marketing in your company? Who is in charge of marketing? Who is responsible for marketing in your company? Could you give me the name of the head of marketing, please?

18. It's a personal call...

Would you like to leave a message? No, thank you, no message. Shall I ask him to call you? No, thank you, I'll call back later. It's not urgent. It's not important. It's just a social call. It's not business.

19. It's confidential...

It's a confidential call. It's confidential. When do you think he'll be back? Do you know when the meeting will finish? Do you know when he'll be free? Do you know what time it's best to call him? I was hoping to find him in his office.

20. Returning the call...

Thank you for returning my call. Thanks for calling back. Thank you for getting back to me. It's good of you to call back. How about 5 o' clock? Would 12 tomorrow be all right? Can you make it at 12? I hope I can make it.

21. We must change the appointment...

We must change the appointment. Listen, I'm very sorry but something unexpected's come up. I can't see you today. I can't make the appointment. Tomorrow I'm busy until 12 but after that any time is fine. Can you make it tomorrow after 11? We'll have lunch together.

22. Making an appointment...

I'm calling on behalf of Mr Black. I want to make an appointment... Can I make an appointment... Could I make an appointment... I'd like to make an appointment with the sales director. Would it be possible to make an appointment tomorrow at 10? I'll check my diary, hold on a moment. OK. That's fine. All right. Perfect. I'm sorry... I'm afraid it's not convenient. How about 5 o' clockish 5 o'clock all right for you?

23. Confirming/cancelling the appointment

I'm calling to confirm my appointment tomorrow. I'd like to confirm my appointment. I'm pleased to say that I'll be able to keep my appointment tomorrow. I'm terribly sorry... I'm afraid I have to cancel my appointment. I must call off my appointment tomorrow.

24. I'd like to confirm...

I would like to confirm that your manager is coming to the meeting next week. We'we made all the reservations. I've booked him into a first class hotel in the town centre. Is Mr Brown travelling alone or will he be accompanied? Is he bringing along any assistants?

25. Additional arrangements

We want to know which flight your manager is coming on. Certainly, we'd be happy to meet him. Let me take down the details. Let me write that down. Let me read that back to you. The party of four will be arriving in Bratislava on the evening of January the 3rd, at 20.45 on the flight BA 700 from London. 26. Additional arrangements

Can you meet them? Could you meet them at the airport? Would you be able to meet them? Do you think you could arrange for someone to meet them and take them to their hotel? Do you think you could arrange this? I'm sure they would love to go sightseeing. Will he be able to extend his visit by day or two?

27. Meet an old friend

Can we get together while I'm here? Perhaps for a quick drink in a bar? Can we have lunch together? Are you free for dinner tomorrow? Do you have half an hour to spare? When can I see you? When are you free? At what time exactly?

28. Meeting a friend

Oh, hallo, John, how are you? I got your message. They told me you called yesterday. No, I'm afraid my schedule is very full tomorrow. I think I have a couple of hours free on Thursday afternoon. Where shall we meet? Why don't you come and pick me up from the reception? Let's say 4-4.30. I can't be more exact. See you on Thursday then. Must rush.

29. Asking for information 1

I'd like to speak to someone in publicity, please. Do you have a Publicity Department? Could you put me through to someone who could give me some general information about your company? Are you a publicity officer? Who I am speaking to exactly? Who should I speak to about getting your publicity materials? I was wondering if you could send me your publicity materials?

30. Asking for information 2

Can I help you? I'll put you through to the Public Relations Department. Certainly, I'll be glad to send you our publicity materials. I'll do it first thing tomorrow morning. Where should I send it to? I'd be happy to do that. My pleasure. You're welcome.

31. Asking for information 3

I hope you can help me. I need some background on a company in your area. I need some background on this company. I need to find out what other interests they have. We've learnt that we have a new competitor in your area. I'm looking for a reliable distributor. It would help me a lot to have that information. I'd really appreciate it. I'd be very grateful for anything you can give me.

32. Providing information

Well, I have to make a few phone calls. I'll try and find out for you. I'll see what I can find out for you. I'll look into it. I'll get back to you as soon as I find out. Give me a few days, I'll have to ask around.

33. Wishing Merry Christmas

I'm really sorry I didn't send you a card this Christmas. Don't worry, I did not send them this year either. Anyway, I wish you Happy Christmas. And you. Enjoy your Christmas at home.

34. Inviting for a walk/responding to invitation

Let's go for a walk in the park. Shall we go for a walk? Why not stop for Jim at this place? How about going for a walk? Good idea. All right, that would be nice. All right, let's go. 35. Thank you for a wonderful evening

Thank you very much for a wonderful evening. Thank you for having me over. It was so nice of you to invite me. Thanks for inviting me. Thank you very much indeed. It was a pleasure. You are welcome. I'm glad you had a good time. I hope you enjoyed yourself.

36. Seeking clarification 1

We received your letter. Thank you very much for writing to us. Your suggestions are very interesting. We are looking into them. Well, the reason I'm calling is that one or two points aren't quite clear. May we check them with you? First, second, third. My first question... the second point... If we understood correctly... If I'm not mistaken...

37. Seeking clarification 2

The plan doesn't seem to have any timetable. Do you mean... Did you mean you're ready to start immediately? You mention a discount. What discount do you have in mind? We hear... We hear there is a transport strike in your area. We were wondering... We were wondering if your deliveries will be affected.

38. Inviting to a party/ accepting invitation

Would you like to come to my party tonight? How would you like to come to my place and celebrate together? We'll see the old year out and the new year in. Yes, I'd like to. I'd like that very much. Oh, that'd be lovely. Thank you for the invitation. It'd be a pleasure.

39. Refusing invitation

I'm sorry but I'll be busy all day studying for exams. Well, I'd like to, but I have a terrible headache. Thank you but I'm afraid I can't. I've already promised my friend. I'll go to the cinema with her. I wish I could but I've got something else on.

40. Booking a ticket to the theatre 1

Are there any seats for tomorrow's performance? I'd like four seats in the stalls for next Friday. May I have two seats in the balcony? Will you please reserve a ticket for me for Saturday? What time do I have to collect the tickets by?

41. Seeking clarification 3

Can I ask a question? Yes, of course. Please, do. By all means. Go ahead. With pleasure. No, that isn't what I mean. No that's not what I mean. Thank you for contacting us. Thanks for getting in touch. Thank you for calling.

42. Acknowledging a letter/inquiry

I'm calling to let you know that we received your offer. Yes, we received your offer today. I just want to confirm that we received your offer today. I just wanted to let you know personally that the goods arrived this morning. Is everything in order? Do you have all the information you need? Is everything clear?

43. Ordering goods

I'm afraid we need the order urgently. It seems some parts are out of stock. It seems some parts we need for your order are out of stock. They won't be available until next week. What do you suggest? What do you recommend? Thank you for letting us know. 44. Showing interest in an offer

We're very interested in your offer. We'll be studying your proposal. We'll consider your offer very carefully. We'll examine your offer in detail. We think we can open up the market for you here. We'll be in touch. I hope to hear from you soon. I look forward to doing business with you.

45. Placing an order

I'd like to place an order. The name is... The address is... Do you need payment in advance? Do you take credit card? Will you send me an invoice? Thank you very much indeed.

46. Taking an order

What can I do for you? Can I help you at all? Certainly, I can take your order. Can you give me the catalogue number? How many do you want? How do you prefer to pay? The goods will be send to you on receipt of payment.

47. Hotel reservations

I would like to... I'd like to book a room... to reserve a room. A single room... a double room. I want a double room, please. What is the price range? What are your rates? Does the price include breakfast? Is there a reduction for children?

48. Booking tickets to the theatre 2

I would like to book two tickets for tonight. In what name would you like the reservation? Under what name? Do you need a deposit? I can confirm the reservation by fax if that's all right with you.

49. Flight reservations 1

I want to make a reservation, please. For what date? When for? The destination. What class seat? Economy class, business class, first class. The time of departure. The time of arrival. At the cheapest rate, please. At the cheapest rate.

50. Flight reservations 2

I want to book a ticket to Edinburgh, please. I'd like to reserve a seat to Edinburgh, please. A round trip, a return ticket, an open ticket, a one-way ticket, a one-way flight.

51. Flight reservations 3

May I have a seat in the non smoking section, please? How long is the flight, please? What is the check-in time? When do I have to check in? How much is the luggage allowance? How much is the charge for excess luggage?

52. Changing flight reservations

I've already reserved an open ticket to London but I need to change it. My reservation is for flight BA700 on Monday the 14th of January. I'd like to change the date to Wednesday the 16th. I'd like to leave on Wednesday the 14th, if possible on the same flight. When is the next flight? Friday would be fine. Could you put me on that flight, please? And would you give me the flight details, please?

53. Saying good-bye/ wishing a good trip

I 'm calling to take my leave. I'm calling to say good-bye. Remember me to your wife. Give my best regards to your parents. Give my love to Mary. Have a good trip. Have a good flight. Have a nice time. Have a good time. Enjoy yourself.

54. General information on telephone

The code for London is 0207 or 0208. 7889 - seven double eight nine. A reverse-charge call (Br); a collect call (Am); a telephone directory (Br); a telephone book (Am); Directory Inquiries (Br); Directory Assistance (Am)