Business Conversations

Telephoning in English 

Dialog 1

Situasi: Peter ingin berbicara dengan Bob, tetapi Bob tidak ada dikantor saat itu, lantas dia  meninggalkan pesan.

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.

Frank:      Thank you Mr Jackson, I'll make sure Bob gets this asap.
Peter:       Thanks, bye.

Frank:      Bye.

Didalam dialog diatas bisa kita pelajari bahwa gaya bahasa yang digunakan adalah informal dan berbeda dengan bahasa sehari-hari. Bahasa dan frase-frase utama yang digunakan adalah sebagai berikut:

1.       Introducing yourself (perkenalkan diri):

This is Ken. Ken speaking. (This is) Ken speaking.

Dalam Inggris Amerika, kita menjawab telepon "This is ..." Dalam Inggris British, biasa menjawab telepon dengan menyatakan nomor telepon. Frase "This is ..." digunakan hanya pada telepon untuk mengganti frase "My name is ..." yang tidak digunakan untuk menjawab telepon.

2.       Asking who is on the telephone (menanyakan siapa yang bertelepon):

Excuse me, who is this? Can I ask who is calling, please?

                        

3.       Asking for Someone (ingin berbicara dengan seseorang):

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?

4.       Connecting Someone (menghubungkan seseorang):

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

5.       How to reply when someone is not available (memberitahu bahwa seseorang tidak ada ditempat):

I'm afraid ... is not available at the moment. The line is busy... (apabila jalur yang diminta sedang digunakan). Mr Jackson isn't in... Mr Jackson is out at the moment...

6.       Taking a Message (mengambil pesan):

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

Dialog 2

Situasi: Kadang-kadang, tidak ada orang yang menjawab telepon dan perlu meninggalkan pesan dan memastikan pesan  tsb harus sampai ditangan orang diinginkan.

Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I'm   afraid I'm not in at the moment. Please

                    leave a message after the beep..... (beep)

Ken:            Hello Tom, this is Ken. It's about noon and I'm calling to see if you would like to go to 

the Mets game on Friday. Could you call me back? You can reach me at 367-8925 until  five this afternoon. I'll talk to you later, bye.

Didalam dialog diatas kita bisa pelajari bahwa gaya bahasa yang digunakan adalah informal. Bahasa dan frase-frase utama yang digunakan adalah sebagai berikut:

Introduction :Hello, this is Ken. OR Hello, My name is Ken Beare (more formal).

Stating the time of day and your reason for calling:

It's ten in the morning. I'm phoning (calling, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ...

Making a request:

Could you call (ring, telephone) me back? / Would you mind ... ? /

Leaving your telephone number:

My number is .... / You can reach me at .... / Call me at ...

Finishing: Thanks a lot, bye. / I'll talk to you later, bye.

Sebagaimana terlihat, meninggalkan pesan sangat sederhana, tetapi harus pastikan semua  informasi penting harus disampaikan seperti nama, waktu, alasan menelepon, dan nomor telepon Anda.

Dialog 3

Situasi: Ms Anderson (sales rep) menelepon Diamonds Galore untuk berbicara dengan Mr. Franks. Mr. Franks sedang tidak berada dikantor, tetapi Henry Smith, sekretarisnya,  yang berbicara dengan Ms Anderson perihal masalah pengiriman barang yang belum tiba di Diamonds Galore. Ms Anderson memberitahu Peter ada masalah dengan pengiriman dari Perancis, tetapi barang tersebut berupa anting-anting, seharusnya tiba besok pagi.

Mereka kemudian menjadwalkan pertemua antara Ms Anderson dan Mr. Franks. Mr. Franks tidak dapat bertemu Ms Anderson pada haris Kamis karena ada kesibukan. Akhirnya, mereka sepakat bertemu pada hari Jumat pagi jam 10 setelah rapat karyawan,  jadwal Mr Owen biasanya mengadakan pertemuan-pertemua pagi.

Dialog 3

Ms Anderson:                      ring ring ... ring ring ... ring ring ...
Secretary:                            Hello, Diamonds Galore, this is Peter speaking. How may I be of help to  you

today?

Ms Anderson:                      Yes, this is Ms Janice Roberts calling. May I speak to Mr. Franks, please?
Henry Smith:                       I'm afraid Mr. Franks is out of the office at the moment. Would you like me

to take a message?

Ms Anderson:                      Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you?

Henry Smith:                       As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions..

Ms Anderson:                      Great, I'd love to see this problem resolved as quickly as possible.
Henry Smith:                       Well, we still haven't received the shipment of earrings that was supposed to

arrive last Tuesday.

Ms Anderson:                      Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning.

Henry Smith:                       Excellent, I'm sure Mr. Franks will be pleased to hear that.

Ms Anderson:                      Yes, the shipment was delayed from France. We weren't able to send along your shipment until this morning.

Henry Smith:                       I see. Mr. Franks also wanted to schedule a meeting with you later this week.

Ms Anderson:                      Certainly, what is he doing on Thursday afternoon?
Henry Smith:                       I'm afraid he's meeting with some clients out of town. How about Thursday

morning?

Ms Anderson:                      Unfortunately, I'm seeing someone else on Thursday morning. Is he doing

anything on Friday morning?

Henry Smith:                       No, it looks like he's free then.

Ms Anderson:                      Great, should I come by at 9?
Henry Smith:                       Well, he usually holds a staff meeting at nine. It only lasts a half an hour or

so. How about 10?

Ms Anderson:                      Yes, 10 would be great.
Henry Smith:                       OK, I'll schedule that. Ms Anderson at 10, Friday Morning... Is there

anything else I can help you with?

Ms Anderson:                      No, I think that's everything. Thank you for your help... Goodbye.
Henry Smith:                       Goodbye.

                                                                               

Berdasarkan percakapan diatas, dapat dipelajari frase-frase atau kata-kata yang sangat penting (keywords and important phrases)

How may I be of help (frase formal menunjukkan kesopanan (politeness), sama dengan 'Can I help you?'

May I speak to Mr. Franks, please?
I'm afraid ..................(Mr. Franks is out of the office at the moment) = I’m sorrry .........

Would you like me .................(to take a message?)

Uhm... actually, this call is rather urgent.

As a matter of fact, he did.= actually = sebenarnya..

......as soon as possible, ASAP= secepatnya

I'm terribly sorry about that = ...sangat menyesal...

I'm afraid (maaf)....(he's meeting with some clients out of town)

Unfortunately (sayangnnya)...( I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?

No, it looks like (nampaknya)........(he's free then)

It only lasts (berlangsung)................( a half an hour or so). How about 10?

..................Is there anything else I can help you with?

No, I think that's everything. Thank you for your help... Goodbye.

Dialog 4

Situasi: Karen menelepon  Fosters Ltd untuk bicara dengan Barry tetapi dia berbicara dengan orang lain dijalur yang lain dan mesin penjawab sedang mengalami kerusakan jadi dia tidak dapat meninggalkan pesan suara (a voice message). Dalam percakapan ini gaya bahasa yang digunakan adalah profesional dan sangat formal.

A             Hello, Fosters Limited (Fosters Ltd).

B             Hello, I’m calling to speak to Barry Craven in Graphics.

A             One moment please, I’ll just put you through. I’m afraid his line’s busy. Would you like to hold?

B             No thanks, I would prefer not to as I’m a bit pushed for time at the moment. Could you put me through to his answer machine, please?

A             I’m afraid it’s not working right now. We’ve just had the department refurbished and we’re having a few teething problems with the new telephone set-up.

B             OK, in that case could you please put me through to someone else in his department?

                                    

Berdasarkan percakapan diatas, dapat dipelajari cara untuk untuk menyampaikan maksud tujuan (functions) dalam bertelepon:

 

1. Opening a telephone call (memulai panggilan telepon): Hello, I’m calling to speak to Barry

    Craven in Graphics.

2. Dealing with a business telephone call (penanganan telepon bisnis): One moment please, I’ll

    just put you through.

3. Requesting a telephone connection (Minta untuk disambungkan: Could you please put me

    through to someone else in his department?

4. Introducing unwelcome information (Menyampaikan informasi yang kurang berkenan: I’m

    afraid it’s not working right now.

5. Responding  to  a  negative  reply  with  a  different  request (Menjawab balasan yang negatif

    sambil  menyampaikan  permohonan  yang berbeda : OK, in that case could you please put me

    through to someone else in his department?                                  

.

Kosakata (vocabulary notes)

Berikut  ini  adalah  catatan  arti atau makna kosakata dari frase-frase dan kata kerja frase (phrasal

verbs),  dan idioms berdasarkan konteks percakapan diatas.

1.     I’m calling to speak to… = I would like to speak to…

2.     in Graphics = in the Graphics department

3.     I’ll just put you through (phrasal verb) = I will connect you now

4.     I’m afraid his line’s busy. = I am sorry but his telephone is engaged on another call (more

formal)

5.     Would you like to hold? = Would you like to wait on the telephone? (note: we never actually say it like this!)

6.     I’m afraid (more professional) = I’m sorry, but.....

7.     right now = at this moment

8.     We’ve just had the department refurbished = We recently got someone to refurbish the  

        department

9.     refurbished = modernised and redecorated

10.     teething problems (idiom) = start-up (phrasal noun) problems / problems that arise when

something is very new. (note: the origin of this idiom is that babies having teething problems when their first teeth appear and cause them pain. When a baby’s first teeth are appearing, the baby is teething. Note that in the pronunciation of ‘teething’, the /th/ sound in the middle is soft (ð), as in ‘the’, but in the noun ‘teeth’, the /th/ sound is hard (θ), as in ‘think’.)

     11.     the new telephone set-up (phrasal noun) = the new telephone system

     12.     in that case = taking into account what you have just told me / in view of the information that I have just been given (much more formal)

    13.      put me through to ....(phrasal verb) = connect me to......

    14.      someone else = another person

. .

Dialog 5

Situasi: Selama percakapan telepon bisnis berlangsung dengan Fosters Ltd., Karen memutuskan untuk meninggalkan pesan kepada orang lain di Barry’s department, dengan meninggalkan nama dan nomor telepon untuk tujuan telepon balik. Gaya bahasa yang digunakan adalah profesional dan sangat  formal.

A             Hello, Graphics.  

B             Hi, I was trying to get in touch with Barry Craven but I understand he’s on the phone. Could I leave him a message please?

A             Sure, go ahead.

B             Could you please tell him that Karen from Smiths and Sons Ltd called, and ask him to call me back on 0203 778 4922?

A             Of course. Could I ask what the call is about?

B             I’m sure it’s nothing that Barry won’t be able to figure out. It’s just that he emailed me some files and I haven’t been able to open them on any of our office computers.

A             Oh. I see. Well, Barry’s the expert. I’ll get him to call you back.

.

Berdasarkan percakapan diatas, dapat dipelajari cara untuk untuk menyampaikan maksud tujuan (functions) dalam bertelepon

1.   Giving permission (memberi ijin):  Sure, go ahead.

2.   Leaving a telephone message (meninggalkan pesan): Could you please tell him that Karen from DailyStep .called, and ask him to call me back on 0203 778 4922?

3.   Making polite enquiries (membuat permohonan santun): Could I ask what the call is about?

4.   Giving an explanation (memberi penjelasan): It’s just that he emailed me some files and Ihaven’t been

      able to open them...

5.   Saying that you have understood (menyampaikan Anda sudah paham): Oh. I see.

 

7.       Saying that you will ask someone to return a call (meminta balasan telepon) : Well, Barry’s  the expert  I’ll get him to call  you back.

.

Kosakata (vocabulary notes)

Berikut  ini  adalah  catatan  arti atau makna kosakata dari frase-frase dan kata kerja frase (phrasal verbs),  dan

idioms berdasarkan konteks percakapan diatas.

1.    I was trying to get in touch with (idiom)… = I wanted to contact… (but I now realise that this is not possible at the moment)

2.    he’s on the phone = he is speaking to someone on the telephone

3.    Could I leave him a message please? = Can I leave him a message?  (more direct)  / Would it be possible for me to leave him a message, please? (more formal)

4.   Sure, go ahead = Please, begin (much more formal – we never say it like this.)

5.   Could you please tell him that...? = Can you tell him that...? (more direct) / Would you mind telling him that...? (more formal)

6.    call me back (phrasal verb) = return my call (more formal)

7.    to figure out (phrasal verb) = to investigate and resolve / to understand

8.    It’s just that = The thing is that (more emphatic)  / the issue is that (more formal)

9.    he emailed me some files = he sent some files by email

10.  Barry’s the expert = Barry knows everything about this subject

11.  I’ll get him to = I’ll ask him to

12.  to call you back (phrasal verb) = to return your phone call (more formal)

.

Dialog 6

Situasi: Barry membalas panggilan telepon Karen, dan menjelaskan masalah yang dihadapi dengan file yang dikirimkan. Gaya Bahasa yang digunakan adalah ramah dan dengan suasana bisnis.

A             Hi, Karen, it’s Barry here, returning your call.

B             Hi, Barry. Thanks for getting back to me so quickly. The reason I was calling is that there’s a mix-up with the proofs you emailed me the other day. I can’t open them.

A             Oh, dear! I’ll look into it straightaway. Didn’t we come across this problem once before?

B             Now that you mention it, I do remember. It was something to do with a virus and corrupted files.

A             I took steps to make sure that couldn’t happen again. So, it can’t be anything to do with that. B     I’ll look into it and get straight back to you.

Berdasarkan percakapan diatas, dapat dipelajari cara untuk untuk menyampaikan maksud tujuan (functions) dalam bertelepon

1. Telephoning (menelepon): it’s Barry here, returning your call.

2. Thanking (mengucapkan terimakasih): Thanks for getting back to me so quickly

3. Reacting (menyampaikan reaksi): Oh, dear! I’ll look into it straightaway.

4. Asking if a problem has occurred before (menanyakan apakah masalah tersebut sudah pernah terjadi

    sebelumnya) : Didn’t we come across this problem once before?

5. Realising  during  conversation  (menyadari  sesuatu  pernah  terjadi):  Now  that  you  mention it, I do

    remember it was something to do with a virus...

6. Saying that action has been taken (menyampaikan bahwa sudah diambil tindakan): I took   steps to

    make sure that couldn’t happen again.

7. Saying that something is unrelated (menyampaikan bahwa sesuatu tidak berhubungan): So, it can’t

    be anything to do with that.

8. Promising to investigate and respond to a query as soon as possible (menjanjikan untuk melakukan

    investigasi segera): I’ll look into it and get straight back to you.

.                                                                                                                     

Kosakata (vocabulary notes)

1.       It’s Barry here, returning your call. = It is Barry speaking, and I am calling because you called me earlier.

2.     getting back to me (phrasal verb) = contacting me after I asked you to do so

3.     a mix-up = some confusion / a problem

4.     the proofs = the sample documents or pictures

5.     the proofs you emailed me (omitting the relative pronoun ‘that’ or ‘which’)= the proofs that you sent to me by email

6.     the other day (idiom) = very recently

7.     look into it (phrasal verb) = investigate it

8.     straightaway = immediately

9.     Didn’t we come across (phrasal verb)...? =Didn’t we experience...? / Didn’t we find...? (note: a negative question expects a positive answer and is therefore often used as a way of checking or confirming information.)

10. Now that you mention it, I do remember = Now that you have said that, I do recall

11. it was something to do with (phrasal verb) = it was something related to

12. a virus = a computer problem that can be passed from one computer to another (like an virus is from one person to another)

13. corrupted files = computer files which are damaged so that the files cannot be open or read

14. I took steps (idiom) to make sure that couldn’t happen again = I took action to ensure that the problem could not re-occur (more formal)

15. to make sure (phrasal verb) = to ensure that (more formal)

16. it can’t be anything to do with that = it is not possible that it is related to that (phrasal verb)

17. I’ll look into it (phrasal verb) = I will investigate it (more formal)

18. and get straight back to you (phrasal verb) = and speak with you again very soon / and call you back very soon (phrasal verb)

.

Dialog 7

Situasi: Barry dan Karen membicarakan akar permasalahan yang Karen hadapi ketika membukan file dikomputer dan meyakinkan Barry bahwa tidak terjadi penundaan yang serius pada tanggal rilis proyek. Gaya bahasa yang dugunakan adalah dalam suasana akrab dan suasana bisnis.

A             Karen, I have a feeling the mix-up with the proofs must have been something to do with the file naming protocols. It appears the ones we sent through had the extension .mcw rather than .doc.

B             That would explain it. We use PCs, not Macs. No wonder I couldn’t open them!

A             It’s a problem we come across fairly often. I do hope it doesn’t set back the release date for the new book you’re publishing.

A             No, don’t worry. It shouldn’t affect it as we haven’t even agreed a provisional launch date for the novel yet with the author.

.

Pembahasan 7

Berdasarkan percakapan diatas, dapat dipelajari cara untuk untuk menyampaikan maksud tujuan (functions) dalam bertelepon

1.   Giving an opinion (memberi pendapat):  Karen, I have a feeling the mix-up with the proofs…

2.   Identifying the cause of a problem (meidentifikasi penyebab masalah): …. must have been something to do with the file naming protocols.

3.   Accepting an explanation (setuju dengan penjelasan): That would explain it. 

4.   Prefacing a very unsurprising statement (menyambung pernyataan yang tidak mengherankan): No wonder I couldn’t open them!

5.   Emphasising (memberi penekanan): I do hope it doesn’t set back the release date for the new book you’re publishing.

6.   Giving reassurance (memberih jaminan): No, Don’t worry.

7.   Expressing expectation (menyampaikan harapan): It shouldn’t affect it...

.

Kosakata (vocabulary notes)

1.   I have a feeling… = my view is… (more formal)

2.   the mix-up = the confusion / the problem (more formal)

3.   must have been something to do with…  = was, I assume, something to do with… (more formal)

4.   something to do with (phrasal verb) = something connected with / something related to

5.   the file naming protocols = the system by which the computer files were named

6.   It appears the ones we sent through (omitting the relative pronoun ‘that’ or ‘which’) = It seems that the files that we sent through

7.   sent through (phrasal verb) = sent by fax or email (in this case, by email)

8.   That would explain it = what you have just said explains the cause of the problem (note: we never actually say it like this!)

9.    PCs = Personal Computers. This terms is often used for describing any computer that is not made by Apple Computers

10.  Macs = Apple Macintosh computers. The term ‘Mac’ is often used for describing any computer that is made by Apple computers

11.  No wonder…! (more emphatic) = It’s not at all surprising that…!

12.  we come across (phrasal verb) = we experience / we find

13.  I do hope (more emphatic)  = I hope that

14.  set back (phrasal verb) the release date = delay the launch date

15.  the new book you’re publishing (omitting the relative pronoun ‘that’ or ‘which’) = the new book that you are releasing / the new book that you are  bringing out  (phrasal verb)

16.  It shouldn’t affect it = I don’t think that it will have any effect on it / I do not expect it to affect it

17.  a provisional launch date = a proposed but as still unconfirmed release date

18.  the novel = the fictional story (novel = book containing a long story about fictional characters and events)

19.  the author = the writer (of books)

Dialog 8

Situasi: Karen menelepon Barry untuk menyampaikan terimakasih untuk menyelesaikan permasalahan yang dihadapan dengan cepat dan menyampaikan perasaan mengapa dia lega bahwa masalah tersebut masalah sederhana.

Gaya Bahasa: Akrab dalam suasana bisnis.

A             Hi Barry, Karen here again. I’m just calling to thank you for getting to the bottom of the proofs problem so quickly. I really appreciate it.

B             I was relieved that we could sort it out because when you first mentioned it, I went into a bit of a panic.

A             Why?

B             I was really worried that someone had hacked into our computer system again. I’m in charge A     of keeping the company’s anti-virus and firewall software updated.

B             Well, it all worked out fine in the end. Thanks a lot.

A             Any time! Glad I could help. Any more problems, just give me a call.

.

Berdasarkan percakapan diatas, dapat dipelajari cara untuk untuk menyampaikan maksud tujuan (functions) dalam bertelepon

1. Thanking on the telephone (menyampaikan terima kasih ditelpon): I’m just calling to thank you for getting to the bottom of the proofs problem so quickly.

2.  Thanking (berterima kasih): I really appreciate it.

3.  Expressing relief (penyampaikan perasaan lega): I was relieved that we could sort it out...

4.  Expressing concern (menyampaikan keprihatinan): I was really worried that someone had

     hacked into our computer system again.

5.  Describing earlier alarm (menyampaikan perasaan kawatir): ... when you first mentioned it went into a

     bit of a panic.

6.  Expressing relief (lega): Well, it all worked out fine in the end.

7.  Accepting thanks (menerima ucapan terimakasih): Any time! Glad I could help.

.

Kosakata (vocabulary notes)

1. I’m just calling to …= My reason for calling is to… (more formal)

2. getting to the bottom of (idiom) = resolving / getting to the root of (idiom)

3. the proofs problem = the problem with the proofs

4. the proofs = the sample documents or pictures

5.   I really appreciate it.= I am very grateful for your help

6.   I was relieved that = I was happy and less worried because

7.   sort it out (phrasal verb)= resolve the problem

8.   when you first mentioned it = when you first told me about it

9.   I went into a bit of a panic = I started to become very worried and anxious

10. I was really worried that = I was very concerned that

11. someone had hacked into (phrasal verb: this word is only used in connection with computers. A hacker is a

 person who hacks into or illegally enters someone else’s computer) our computer system = someone had   

 illegally entered or taken information from our computer system

12. I’m in charge of (phrasal verb) = I have the responsibility for / I am responsible for

13. anti-virus software = software that protects the computer from viruses

14. firewall = software that prevents hackers from entering your computer system

15. keeping the company’s anti-virus and firewall software updated = making sure that the company’s

      computers are maintained free from viruses, and that the firewall contains defence against the latest threats

16. it all worked out (phrasal verb) fine = I’m pleased that everything was OK, after previous problems

17. Any time! = no problem! / I’ll help you any time! (note: we never actually say it like this!)

18. Glad I could help. (very friendly) = I am glad that I could help you. (more formal)

19. Any more problems, just give me a call. (very friendly) = If  you  have any more problems, please call me  

      (more formal

Percakapan-percakapa dengan telepon dalam Bahasa Inggris mengggunakan pola atau skema (standard patterns), ungkapan yang standar (baku) tertentu untuk percakapan yang sederhana, kata kerja frase (phrasal verbs) serta ungkapan-ungkapan bermakna idiomatik (phrases with idiomatic meanings). Gaya bahasa yang digunakan berbeda dengan bahasa Inggris sehari-hari, bisa formal, informal, akrab (friendly and casual) dalam suasana bisnis.  

    

References

http://esl.about.com/od/businessspeakingskills/a/Telephone-Conversations.htm  

http://www.dailystep.com/content.asp?id=19.

Webster’s New World Dictionary of American English (1991). Victoria Neufeldt and David  B. Guralnik, New York: Prentice HallThird College Edition