Business Englisch Telefonieren

Verbessern Sie Ihr Business Englisch! Mit dieser Lernhilfe erhalten Sie einen nützlichen Leitfaden zum Führen erfolgreicher und effektiver englischer Telefongespräche. Lernen Sie professionell auf Englisch zu telefonieren mit unseren geläufigen Redewendungen und Telefonfloskeln aus den Teilbereichen Taking calls (Telefongespräche annehmen), Making calls (Telefongespräche führen) und Understanding (Telefongespräche verstehen). Dieses Thema gehört auch zu den Inhalten in unserem Intensivkurs Englisch.

Der Leitfaden für Englische Telefonate

Taking calls - Telefongespräche professionell auf Englisch annehmen

Start your phone call by being well-prepared. You should always have a pen and a note pad, ready to take notes immediately. Take notes on what the caller is saying, so you can summarize well at the end of your phone call and forward a professional message if necessary. Remember to smile. The caller can't help that you may be having a stressful day.

1. Taking a call - Gespräch annehmen
Make sure you know your company policy on how to answer the phone and be polite.

 

  • This is Helen Schmid from LbT-languages. Good morning.
  • LbT-languages, this is Helen Schmid. What can I do for you?

 

2. Getting names - Namen aufnehmen
Get both the first and surname. If necessary, ask the caller to spell his or her name.

  • May/Can I have your name, please?
  • Who is calling, please?
  • Could I take your full name, please?
  • Could you please spell that for me?

 

3. Reason for the call - Grund des Anrufs

  • Find out why the person is calling.
  • May I ask what it’s about?
  • May I ask the reason for your call?
  • What can we/I do for you?
  • Could you tell me a little bit more about …


4. Company / Organization - Firma / Organisation

  • Find out what business (s)he comes from.
  • Which company do you represent?
  • Where are you calling from?
  • What’s the organization called you work with?


5. Forwarding a call - Anruf weiterleiten

  • Just one moment, I will put you through to Mr. Miller. Have a nice day!
  • May I put you on hold while I try contacting Mr. Miller? (Wait for the response!)
  • Please hold the line. I will connect you.
  • I'll connect you with the person in charge.


6. No reply - Keine Antwort

  • I'm sorry, this is Jane again. Ms. Schmid is not in today. Would you like me to take a message?
  • I'm afraid Ms. Schmid is in a meeting all day. Would you like to call back tomorrow?
  • Would you like to wait or can he call you back?


7. Ending a phone call - Ein Gespräch beenden

  • Thank you for calling. Have a nice day.
  • Thank you for calling. I will let Ms. Schmid know you called.
  • Good-bye Mr. Huber. Have a nice weekend.
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Making calls - Telefongespräche auf Englisch führen

1. Making the call - Anrufen
Remember to introduce yourself.

  • This is Helen Schmid from LbT-languages. Good morning.
  • Hi! My name is Helen Schmid. I'm calling from LbT-languages.


2. Asking for somebody - Nach jemandem fragen
What you may say if you would like to talk to someone.

  • May I speak to Mr. Smith?
  • I'd like to speak to Mr. Smith.
  • Could you put me through to Mr. Smith's assistant?
  • Could you connect me with someone who can tell me ...
  • Is Mr. Smith in?


3. Reason for the call - Grund des Anrufs

  • I'm calling to inquire/enquire about ...
  • I'd like to make an appointment for ...
  • I'm afraid we have to postpone ...
  • I need more information on ...


4. Leaving a message - Mitteilung hinterlassen
What you may say if you want to leave a message.

  • Please tell Ms. Foerster I called.
  • Would you ask Ms. Foerster to call/ring me back.
  • Can I Ieave a message?
  • Could you please tell Ms. Foerster it's rather important and ask her to call me back soon?
    Thank you.


5. Arranging appointments - Termine organisieren

  • Can we make an appointment?
  • I have noted down: we will meet on Friday, January the eighteenth, at 10 am. I'll confirm this by e-mail, as well.
  • Can we postpone the meeting with Ms. Schmid to another day?


6. Problematic situations - Problematische Situationen

  • Can you speak more slowly, please?
  • Pardon, I didn't understand you at all.
  • It is very urgent. I must speak to Ms. Schmid as soon as possible. I only need 5 minutes of her time.
  • Please, excuse my mistake.


7. Ending a phone call - Ein Gespräch beenden

  • Thank you for your help. Have a nice day.
  • Have a nice weekend.Good-bye!
  • Best regards for Ms. Schmid then. I will try calling her again next week. Good-bye.

 

8. Spelling - Buchstabieren

A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z
Z

[äi]
[bie]
[ßie]
[die]
[ii]
[äff]
[dschie]
[äitsch]
[ei]
[dschäi]
[käi]
[ell]
[äm]
[än]
[ou]
[pie]
[kju]
[ar]
[eß]
[tii]
[ju]
[wie]
[dabbl ju]
[ex]
[wai]
[zie]
[zed]
as in Alfa
as in Bravo
as in Charly
as in Delta
as in Echo/E-mail
as in Foxtrott
as in Golf
as in Hotel
as in India
as in Juliette
as in Kilo
as in Lima
as in Mike
as in November
as in Oskar
as in Papa
as in Quebec
as in Romeo
as in Sierra
as in Tango
as in Uniform
as in Victor
as in Whisky
as in X-Ray
as in Yankee
as in Zulu (US English)
as in Zulu (British English)
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Understanding - Telefongespräche auf Englisch verstehen

Make sure you understood clearly what your conversation partner said. You can ask him directly if you have problems while he talks or you try to summarize the call at the end of your conversation to see if you understood him right.

1. What to say if you don't understand the caller:

  • I'm sorry, could you speak a little bit more slowly?
  • I'm sorry, could you repeat that again?
  • If I understood you correctly, you would like to...
    (then repeat what you think you understood – if it's correct the caller will confirm. If not, the caller will repeat again.)
  • I'm sorry, that was too fast for me.


2. Summarizing your call - Zusammenfassen des Gesprächs
At the end of a call summarize the information you have gathered and repeat it. This allows you to be sure you got all the right information

  • Is that right, you will try to call Ms. Schmid again tomorrow then?
  • Just to be on the safe side, your email address was info-at-lbt-minus-languages-dot-de (info@lbt-languages.de)?
  • Did I understand you correctly, you …
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General things - Allgemeine Dinge

You never get a second chance to make a first impression.

Der erste Eindruck – Die Macht der Stimme ist essenziell.
Bei einem Telefongespräch macht die Stimme ca. 86% eines Gesprächs aus! (Der Ton macht die Musik)

Wie wirken Sie am Telefon? Fragen Sie Ihre Kollegen, Freunde und Bekannte. Haben Sie immer die gleiche Stimme am Telefon? Sind Sie sich sicher, dass Sie immer professionell, klar und freundlich klingen – auch an Tagen, an welchen Sie müde, traurig oder genervt sind?

Haben Sie Fragen oder Anregungen

Rufen Sie uns einfach an unter Tel. 089 / 41 200 660 oder senden Sie uns Ihre