NIOS Class 12 English: Chapter 28 Summary of- ‘ANALYSINGTURNS in TELEPHONING’ Section 28.1 Summary of – ‘Dialogue Analysis’

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Section 28.1 Summary of – ‘Dialogue Analysis’

  • This unit is all about how to use appropriate expressions at different stages of handling a call. Such as what should we choose Would you like. ? OR do you want. ? , Could you tell him I called? OR tell him I called?
  • A telephone conversation is carried out in certain stages let՚s find out how a receptionist attend it step by step:

1. Greets and gives identity

2. Offers help

3. Obtains caller՚s name

4. Acknowledges the call

A. Gives message and asks if willing to receive

B. Connects the parties

C. Apologizes to the caller

D. Takes down a message.

  • Let՚s us go through some phrases and expressions that are used to perform the steps are listed above:

Greets and Gives Identity

  • Good morning, NIOS.
  • National Bank, good morning.
  • 7018131, CIEFL Reception, please.
  • Universal Engineers, Miss Rosy.
  • The operator speaking.

‘Hello’ is not used hear because it not gives any exact information and it wastes time and money.

Offers Help

  • Can I help you?
  • May I help you?
  • What can I do for you?
  • Who shall I call on the line?
  • Is there any particular person you want to speak to?

Hear in the beginning less amount of expression is used and it՚s great to do so as it gives a helpful, friendly touch and it also saves time.

Obtains Caller՚s Name

here are some expressions which will be very useful and effective.

  • Please may I know who is calling?
  • (If not already provided) May I have your name, please?
  • May I ask who is calling?
  • Who shall I say is calling, sir?
  • From where are you speaking, sir?

Let us understand with example situation suppose a Sales manager of any company may not wish to meet a buyer whose goods he could not deliver. So, buyer might get very angry with the sales manager, in this scenario it would be easy to call a sales manager and put him into an embarrassing situation if he already have his name. So, it is necessary to obtain the caller՚s name and give it to the person called before saying he՚s in and can accept the call.

Acknowledges the Call

  • Hold the line, please.
  • Please hold on the line. I՚ll find out if Mr/Ms … is in.
  • Would you hold the line a moment Sir/Madam?
  • I՚ll put you through in a minute.
  • Thank you. I՚ll ring Mr. – for you.
  • May I tell Mr. – who is calling?

Gives Message and Asks if Willing to Receive

  • Mr. – from – wants to speak to you, sir. Shall I send the call in?
  • Mr. – is on the line. Shall I hand in the call?
  • There is a local call from -, sir/madam. Can you take it now?
  • There is an STD/long distance/outstation call from (place) , (name of person) for you. Shall I connect it right now?
  • Shall I hand in Mr. – s call just now?

Connect the Parties

  • Mr. /Ms. - is on the line. Please speak on, Mr. (caller) .
  • Your party is on the line. Speak on please.
  • Mr. /Ms. – is here for you.
  • The (Manager) in on the line for you.

Apologizes to the Caller

Whenever the concerned party cannot take the call

  • Sorry, Mr. /Ms. – is not in.
  • Sorry, Mr. /Ms. – is at a meeting until 3 p. m.
  • Mr. /Ms. – is out of the office at the moment.
  • Mr. /Ms. – is out of town.
  • Mr. /Ms. – is busy on another line.
  • There՚s no reply from his room sir.
  • There՚s no response right now.
  • That station does not answer.

Takes down a Message

  • Will you leave a message behind?
  • May I take a message please?
  • Would you like to talk to someone else in the Department?
  • Would you care to leave a message?
  • If you care to leave a message I՚ll see that Mr. /Ms. – receives it.
  • Could you leave your number with me. I՚ll ring back when Mr. /Ms. – returns.
  • Shall I tell Mr/Ms – to ring back when she/he returns?

Many companies have adopted Telephone Memos for taking down messages when even they are not available, so anyone can take down the following details and send the message without delay.

To: ________ Time: ________

From: ________ Dt. : ________





Taken by:

Let us take understand it with some example: suppose Mr Shailesh Patel had meeting with Jay Patel and for some reason Jay Patel is not available and Shailesh Patel leave a Telephone memo to cancel a meeting.

Urgent Apoointment Letter
To: Mr. Jay Patel, CEO. Time: 11.00 am

From: Mr. Shailesh Patel Dt. : 28.5. 2018


Appointment at 11.15. a. m. - cancelled

Call back

Taken by: Anil Soni (Recespnist)