Modern Italian Grammar: A Practical Guide, Third Edition (2013)

Part B. Functions

V. Expanding the horizons

41. Oral communication and telephone skills

41.1 Introduction

Chapter 40 on register and style illustrates some differences between the spoken and written language. This chapter now looks specifically at the features of spoken Italian with which you need to become familiar, including the use of the Lei form, the use of discourse markers specific to spoken Italian, and the use of specific techniques needed to get your message across.

Another feature of spoken Italian not covered specifically here is the use of colloquialisms. You can consult one of the many texts on modi di dire to expand your grasp of colloquial expressions.

Making or receiving a telephone call in Italian is probably one of the most difficult tasks for a non-native speaker to carry out. The later sections of this chapter give some standard telephone phrases to help you, including how to spell your name.

For interjections used in different situations to express different reactions and/or emotions, see 25.2.

41.2 The Lei form

The formal form of address is known as the Lei form, while the informal form of address is known as the tu form. Although the use of the Lei form applies to written Italian too, it is most important in spoken interaction. The use of the Lei courtesy form to address people is probably the most important characteristic inherited from the period of Spanish domination (fifteenth to eighteenth century). The Lei form is an indirect way of addressing a person using the third person instead of the second person tu or voi, as if you were speaking not to ‘you’ but to ‘her’. Lei (‘she’) is a feminine pronoun but the Lei form of address is used both for men and for women.

The Lei form of address is one of the most difficult patterns of language for foreigners to learn, since it sounds slightly unnatural and confusing. It is particularly alien to English speakers, who are used to interacting with others in a simple, more direct fashion. Even students from an Italian background who within the family have only ever used tu, sometimes find it difficult to use Lei.

Nonetheless the Lei form is an unavoidable part of everyday life and relationships in Italian society. Although the foreign learner will be treated with a certain amount of tolerance, failure to use it, amongst Italians, is perceived as an omission of a sign of respect and a serious infringement of good manners.

Here we highlight a few points to remember when using the formal (Lei) form.

41.2.1 Verb forms

The Lei form of address uses the third person verb form. Compare the two forms in the examples below:

Particular care should be taken over the imperative forms (see 2.2.21). The Lei form uses the present subjunctive (see 2.2.16) as an imperative:

The Lei forms of imperatives most commonly needed, even by tourists or visitors, are those used to attract someone's attention or ask a question:

41.2.2 Possessive

The possessive adjective or pronoun used (see 3.7) must be suo rather than tuo:

41.2.3 Pronouns

Personal pronouns (see 3.2) must be in the third person feminine form, whether subject pronoun (Lei), direct object (la), indirect object (le) or stressed object pronoun (Lei):

The formal (Lei) form of direct, indirect and combined pronouns (see 3.4.1–2) often has to be used when speaking on the telephone, in a business situation:

Vuole che La faccia richiamare?

Do you want to be called back?

Le mando il listino prezzi oggi pomeriggio.

I'll send you the price list this afternoon.

41.3 Discourse markers

While discourse markers are found in both spoken and written Italian, some are more suited to the informal context of the spoken language.

41.3.1 Discourse markers in conversation

Typical of spoken discourse are those phrases which try to involve the listener, for example vero, è vero? no? non è vero? and the northern Italian contraction nevvero?

Ha studiato a Londra Lei, non è vero?

You studied in London, didn't you?

Andiamo tutti con la tua macchina, no?

We're all going with your car, no?

Quella ragazza è la nuova assistente, vero?

That girl is the new assistant, isn't she?

Molto bella la fidanzata di Walter, nevvero?

Very beautiful Walter's girlfriend isn't she?

Some discourse markers summarise what you have just said:

Some reinforce what you have just said:

In spoken Italian — unlike in written Italian — anzi can be used entirely on its own, at the end of a discourse:

Non ho nessuna intenzione di copiare il tuo tema. Anzi.

I've got no intention of copying your essay. Quite the contrary.

Other discourse markers are also used in written communication to join the parts of complex sentences. These are explained in Chapter 30: Combining messages. They are however used in a slightly different way in spoken Italian and we have tried to illustrate them in the following two examples. The discourse markers are in italics.

41.3.2 Dialogo (informal conversation)

Carlo and Gianna are going to the seaside:

41.3.3 Lecture (formal context)

A lecture on the reform of the universities in Italy:

La riforma universitaria in Italia

Dunque oggi parliamo del sistema scolastico in Italia e in modo particolare dell'Università. Allora la riforma universitaria prevede l'esistenza di due cicli: il cosiddetto ‘tre + due’ cioè tre anni di corso di laurea di base più due anni di special-izzazione per il Master. Il sistema universitario diventa cioè più simile a quello inglese, anzi a quello europeo, perché in effetti tutti i paesi membri della Unione Europea dovrebbero aderire ai provvedimenti della riforma Bologna. In questo modo la mobilità europea diventa una realtà. Perciò le Università in Italia hanno dato il via ad una serie di cambiamenti, sia nell'organizzazione dei corsi, sia nel riconoscimento di esami superati all'estero.

So today we are talking about the education system in Italy and in particular about the Universities. Now the reform of the universities provides for the existence of two cycles: the so-called ‘three plus two’, in other words three years of undergraduate degree course plus two years of specialisation for the Masters. The university system, in other words, becomes more similar to the British one, or rather to the European one, because in fact all the member countries of the EU should follow the provisions of the Bologna reform. In this way European mobility is becoming a reality. The Italian universities, therefore, have started a series of changes, both in the organisation of their courses, and in the recognition of exams taken abroad.

41.4 Techniques of oral communication

Some specific techniques needed in oral communication with others are illustrated below. Sections 41.4.2–5 focus on effective ways of getting your point across in discussions and debates. A useful way of understanding and developing oral communication skills is to listen to debates and discussions on one of the many Italian TV channels now available online.

41.4.1 Attracting attention

In a restaurant or shop, the most normal way of attracting a waiter's or assistant's attention is to use the verb sentire:

In the same context, the shop assistant wishing to start off a dialogue will say:

Similar phrases can be used to initiate or to join in a conversation in an informal social situation, using tu:

41.4.2 Interrupting

To interrupt while acknowledging points made by others, you can use:

Vedi, io non sono d'accordo.

Look, I don't agree.

Ho capito. Ma penso che le regole valgono per tutti.

I understand. But I think the rules apply to everyone.

41.4.3 Getting your point across

To emphasise the point you are making strongly, use dico che:

Dico che bisogna mandarli tutti in galera.

I say we should send them all to jail.

For a range of ways of expressing opinion, see Chapter 27.

41.4.4 Asking/giving permission to speak

Asking permission:

Giving permission or inviting to speak:

41.4.5 Clarifying or explaining what has been said

Explaining what you have said:

Checking someone has understood what you have said:

Giving examples:

Asking someone to repeat what he/she has said:

41.5 Spelling on the telephone

On the phone, you often have to spell your name or the name of the place where you live, using the Italian alphabet (see Appendix I). Italians often use the names of cities to represent the sounds they wish to clarify: A Ancona, G Genova, and so on.

Some letters such as J, K, X, Y (i lunga or i greca, cappa, ics, ipsilon) do not exist in the traditional Italian alphabet but can be used for spelling foreign names. Here is a list of the cities which are most often used for spelling. The less common letters (H, J, K, Q, X, Y, Z) just go by their name. They do not need to be spelled out since they are not easily confused with other letters:

So to spell the name Jones you would have to say: i lunga, O come Otranto, N come Napoli, E come Empoli, S come Salerno.

41.6 Telephone phrases

Initial greetings, saying goodbye:

Pronto.

Hello.

Arrivederci.

Goodbye.

Asking to speak to someone:

Potrei parlare con il direttore?

Could I speak to the director?

C'è il medico, per favore?

Is the doctor there, please?

Mi passa il dottor Caselli, per favore?

Could you pass me Dr Caselli, please?

Being put through:

Attenda un momento. Gliela passo.

Wait a minute. I'll put you through (to him/her).

Le passo la linea.

I'll put you through.

Se vuole attendere …

If you want to hold …

… Le faccio il nuovo interno.

… I'll dial the new extension for you.

Mi potrebbe passare … ?

Could you put me through to … ?

Saying someone is not there/not available:

Mi dispiace, non c'è in questo momento.

I'm sorry. He's out at the moment.

È sull'altra linea.

He's on the other line.

È in riunione.

She's/he's in a meeting.

Un momento. Non è in ufficio.

Just a minute. He's not in his office.

Credo che sia nel palazzo.

I think he's somewhere in the building.

Cercherò di rintracciarlo con l'intercom.

I'll try and page him on the intercom.

Vuole attendere?

Do you wish to hold?

Vuole provare più tardi?

Do you want to try later?

Non riesco a rintracciarlo.

I can't get hold of him.

Saying when someone is back:

Dovrebbe essere qui più tardi.

He/she should be back later.

Leaving a message:

Potrei lasciare un messaggio?

Could I leave a message?

Vuole lasciare un messaggio?

Would you like to leave a message?

Vuole ripetere il suo nome?

Could you repeat your name?

Come si scrive, per favore?

How is it spelt, please?

Dove posso rintracciarla?

Where can I get hold of you?

Va bene. Glielo dico.

I'll tell him.

Calling back:

Gli chiedo di chiamar La appena torna (appena rientra).

I'll have him call you as soon as he gets back.

Vuole che la faccia richiamare?

Do you want me to have him call you back?

La faccio richiamare.

I'll have him call you back.

Può lasciare il suo numero?

Can you leave your number?

La richiamiamo appena possibile.

We'll get back to you as soon as possible.

Ho preso nota del suo numero.

I've made a note of your number.

Reasons for calling:

Chiamo per fissare un incontro.

I'm calling to arrange a meeting.

E il motivo della chiamata?

And the purpose of your call?

Qual è il motivo della chiamata?

What is the purpose of your call / what is it about?

Mi può dire il motivo della sua chiamata?

Can you tell me what it's about?

Fixing an appointment:

Le va bene domani a mezzogiorno?

Would tomorrow at 12.00 suit you?

Adesso controllo i suoi impegni sull'agenda …

I'll just check his/her appointments in the diary …

Sarà disponibile giovedì …

She'll/he'll be available Thursday …

Facciamo alle due?

Let's make it 2 o'clock?

Mi potrebbe chiamare per la conferma?

Will you call me back for confirmation?

Dovrei verificare …

I would need to check …

È abbastanza impegnato in questo periodo …

She's/he's rather busy at the moment …

Non sarà possibile nei prossimi giorni …

It won't be possible over the next few days …

L'appuntamento fissato in precedenza non è più possibile/conveniente …

The appointment arranged earlier is no longer possible …

Other useful phrases:

numero interno / interno

extension (number)

Si può chiamare l'interno 329 componendo il numero 06 230 329.

You can call extension 329 by dialling the number 06 230 329.

L'interno del direttore è occupato.

The manager's extension is engaged.

contattare

to contact

La linea è libera/occupata.

The line is free/engaged.

41.7 On the telephone

When greeting somebody on the telephone Italians say Pronto (Hello). Here are two examples of simple telephone conversations, the first using the polite Lei forms, the second using the familiar tu.

Call (A)

Pronto, sono Nicola Serra, vorrei parlare con l'avvocato Pira.

Hello, it's Nicola Serra, I'd like to speak to Mr (Lawyer) Pira.

Attenda un attimo, glielo passo subito.

Wait a minute, I'll pass him to you straightaway.

Pronto. Con chi parlo?

Hello, who am I speaking to?

Buongiorno avvocato, sono Serra.

Good morning (lawyer), I'm Serra.

Buongiorno dottor Serra, mi dica.

Good morning, Mr Serra, what can I do for you?

Call (B)

Pronto, sono Giulio Tramonti. C'è Andrea per favore?

Hello, it's Giulio Tramonti. Is Andrea there, please?

No, mi dispiace, è appena uscito.

No, I'm sorry, he's just gone out.

Posso lasciare un messaggio?

Can I leave a message?

Certo, dimmi.

Certainly, tell me.

Se possibile, Andrea dovrebbe richiamarmi stasera, dopo le 8. Devo dirgli una cosa importante.

If possible, Andrea should call me back tonight, after 8.00. I have to tell him something important.

Va bene. Glielo dirò certamente.

OK. I'll certainly tell him.

Grazie, arrivederci.

Thanks, goodbye.

Prego, arrivederci.

Not at all. Goodbye.