Situation 3

Situation 2

Situation 1

Ex.11. Practice making telephone calls. Refer to the box of useful language.

Ex.10. Complete this telephone conversation and then role-play it.

Ex. 9. Fill in the missing remarks. Refer to the box of useful language if necessary.

Ex. 8. Identify and correct the mistakes in the sentences and substitute those which are not appropriate for a telephone conversation.

1. Give me James, please.

2. The line is occupied.

3. Please can you wait on the line?

4. I’m frightened Mr. Ellington isn’t here at the moment.

5. Do you want me to tell him something?

6. Can I give a message, please?

7. Could you ask him to call to me back?

8. Could you just tell to her that I called?

9. One moment, please. I’ll just put through you to one of his colleagues.

10. I’m Katy Darley speaking.

a)

- Rockline Safety Equipment. Good morning. Can I help you?

- _________________________________________

- Yes. Who’s calling, please?

b)

- _________________________________________

- Oh good morning. Can I speak to Mr. Benson, please?

- _________________________________________

- This is Mathew Brown, from GST Systems.

- Right, Mr.Brown. I’ll ________________________

c)

- Sorry, Madam. Mr. Roberts is not available.

- _________________________________________

- No, thank you, I’ll call back later.

d)

- Just a minute. I’ll see if he is in. Sorry, he is in the middle of a meeting now. Could he call you back?

- _________________________________________

e)

- I’m sorry. I can’t hear what you’re saying. Could you speak up, please?

- _________________________________________

f)

- Sorry, Charles. I’ve got to go and see someone.

- OK. ____________________________________

g)

- Nice talking to you. See you on Friday.

- Thanks for ________________________________

h)

- I’m afraid you’ve got the wrong number.

- _________________________________________

- That’s all right.

Secretary: Good morning, Somerset Industries.

Mr. Gross: Hello. _______________________________________.

Secretary: I’m sorry. She’s not in. Would you like to leave a message?

Mr. Gross Yes, ____________. This is _______________________.

Secretary: Is that C-R-O-S-S?

Mr. Gross: No, it’s ________________________________________.

Secretary: All right.

Mr. Gross: Please tell her the meeting __________________________.

Secretary: I see. Wednesday at _______________________________.

Mr. Gross: Right. And would you ask her _______________________.

Secretary: 356 40 31. Yes, Mr. Gross. I’ll give Ms Jones the message.

Mr. Gross: _______________________________________________.

Secretary: Goodbye.

Student A: You are a client of the Central Bank PLC and you have a problem with your account. Introduce yourself. Say you want to speak to the manager and why. Don’t leave a message. Say you’ll call back later.

Student B: You arethe receptionist at the bank.Answer the phone. Apologise to the caller and say that the manager’s line is engaged. Offer him/her to leave a message. Say goodbye.

Student A: You are the switchboard operator at Columbia Sportswear. Ask who is calling and say that Mrs. Palmer is not in. Take a message if necessary.

Student B: You want to speak to Mrs. Palmer in the Sales Department of Columbia Sportswear. If she is not available, leave a message to say that you will call again at 2 p.m.

You took delivery of ten telephone handsets. You have been trying them out and have found that two of them are faulty: one has a cracked receiver; the other always dials wrong numbers. Phone your supplier and complain. You want a replacement or refund. Find out how soon they can let you have the replacements.