Ex.7. Choose the correct response

	1. Who’s calling, please?	a) Tracy Brighton speaking. b) I’m Tracy Brighton. c) Oh, this is Tracy Brighton.
\	2. Can I take a message? (Would you like to leave a message?)	a) Please tell him to call me back. c) Yes, could you ask him to call me back, please?
	3. The reason I’m calling you is we're having problems.	a) Really? That surprises me./ I’m sorry to hear that. b) I don’t believe it. c) I don’t mind.
	4. Could you manage Monday? (Could we meet on Monday, say, at 10 o’clock?)	a) No, I can’t. b) No. c) I’m afraid I can’t. Could we fix another time?
	5. So that’s fixed – Tuesday at 10.30.	a) I’m afraid that’s out of the question. b) Good. See you on Tuesday. c) Bye.
	6. Sorry, Sophie. I’ve got to go to a meeting now.	a) That’s all then. c) Oh, that’s OK. I’ll be in touch soon. Bye. d) OK. Talk to you soon, no doubt. Bye.

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.

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

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.

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

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.

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

Situation 1

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.

Situation 2

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.

Situation 3

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.

Situation 4

A buyer from the Romanian Construction Machinery firm calls the Production Manager of the British engineering company JCB about a recent order. JCB have sent them the wrong spare parts.

Useful Language Box

Receiving a call Answering the phone and identifying yourself Global Electronics. Good morning. Can I help you? ( a typical switchboard response) Good morning, JCB. How can I help you? Hello, Marta Morris (speaking).   Asking for identification and further information Who’s calling / speaking, please? Could you give me your name, please? Which company are you calling from? Where did you say you’re calling from? Right, I’ll put you through.   Making excuses I’m afraid … is not available at the moment. ……………. is out. …………… is in the middle of a meeting. ………….. is on the other line at present. I’m sorry but he is off sick today. ………….....he is with a client. Sorry, his line is engaged. (AmE. busy)   Taking a message Would you like to leave a message? Can I take a message? Is there any message? Can I get him to call you back? I’ll give him / her the message.   Closing the call Thank you for calling. Goodbye.

Making a call Identifying yourself   Hello, this* is Mark Smith (speaking). Good morning. Cindy Flown here. *Note the difference between this (the speaker) and that (the hearer). This is Jane H. Is that V.? Asking for a connection Could I speak to Mr/Mrs/Ms Bright, please? Can I speak to Denis Dekker, please? Could I have the sales department, please? I’d like to speak to someone about deliveries, please. Could you put me through to Martha Carter, please? Hello, is that Mr. Marcini? Giving more information It’s about …/ in connection with … I’m calling to tell you/confirm that/enquire about …. The reason I’m calling is ... (there’s a piece missing.) He/she left me a message to call him/her. Leaving a message answering: Yes, please. Tell him/her … Could you tell him/her that I called? Could you ask him to call me back?   Thanking and closing the call Thanks for your help. Thanks a lot. Bye.

Other phrases you can hear or say on the phone Hold on, please. Hold the line, please. Sorry/I’m sorry, I didn’t catch your name /that. Could you repeat that, please? Could I just read that back to you? It’s a bad line. I’ll call you back. Could you speak a bit louder, please? It’s a bad line. I’m afraid you’ve got the wrong number. I’m sorry. I’ve got the wrong number. Sorry to have troubled/bothered you. - That’s quite all right.

Ex.12. Fill in the forms with the information about who called your boss or colleague while they were out.

GRAMMAR

DETERMINERS