Student A:Did you say Foster: F-O-S-T-E-R?

Student в: No, I said Gloucester: G-L-O-U-C-E-S-T-E-R.

student A	student в
1. ……… chicken ……….?	……….. kitchen ………… .
2. ……… Midwood …….?	………..Bradford………. .
3. ……… Turkey ……….?	……….. Torquay ………. .
4. ……… expect ………..?	……….. except ………… .
5. ……… Chertsey ……...?	……….. Jersey ………… .

Exercise 1.6

I’ll just find out if Dr Armstrong’s at home.

1) …… inquire ………………………….. .

2) ……….…………. Richard’s ………… .

3) …………………………………..ready.

4) ………………….. the coat’s ………… .

5) ……. see …………………………….. .

PART 2

Describing the Purpose of the Call

Vocabulary List

phone about	телефонувати про
talk about	говорити про
hope, v	сподіватися
arrange, v	домовлятися
mention, v	згадувати
point	момент, питання
the other thing	інше

Translate into English:

1. Ось чому я вам дзвоню.

2. Ось про що я думав.

3. Ось про що я сподівався поговорити.

4. Є три речі, про які нам треба подумати.

5. Інше, про що я хотів згадати.

6. Ще один момент, про який я хотів сказати.

Drilling Exercises

Exercise 2.1

That’s what I’m phoning about.

That’s what I’m calling you about.

That’s what I was thinking.

That’s what I was hoping to hear.

That’s what I was hoping to talk about.

That’s what I was hoping to arrange.

Exercise 2.2

Chain Drill

There are three things we need to think about.

There’re three things I’d like to go over with you

There’re three things I wanted to mention

There are two things I wanted to mention.

The other thing I wanted to mention

The other thing I wanted to say about.

The other point

Just one more point…

PART 3

Expressing Regret & Apologizing

Vocabulary List

catch the name	розчути ім’я
the other line	інша лінія
go out	виходити
leave, v	залишати
be away	бути відсутнім
be busy	бути зайнятим
look up	подивитися
check the diary	перевіряти щоденник
be sorry about	жалкувати
run out (of time)	закінчитися (про час)
be damaged	бути пошкодженим
disturb, v	турбувати
keep it short	висловлювати коротко
keep smb long	затримати когось довго
mess up arrangements	порушити домовленості
accept apologies	приймати вибачення
terrible line	жахлива лінія
meeting	засідання
delay	затримка
crossed line	завади на лінії
equipment	обладнання
fault	дефект
invoice	рахунок-фактура
mix-up	плутанина, безладдя
sign	ознака
below standard	нижче стандарту

Translate into English:

1. Пробачте, я не розчув Ваше ім’я.

2. У мене хтось на другій лінії.

3. Я зараз на засіданні.

4. Пробачте, вона пішла у справах.

5. Пробачте, але лінія зайнята. Ви почекаєте?

6. Пробачте, погано чути.

7. Мені шкода, що трапилась затримка.

8. Пробачте, мені потрібно перевірити у моєму щоденнику. Ви почекаєте?

9. Мені шкода, що поставка спізнилася.

10. Мені шкода, що трапилася плутанина.

11. Проблема у тому, що нам бракує часу.

12. Проблема у тому, що товари пошкоджені.

13. Мені попросити її передзвонити вам, коли вона прийде?

14. Пробачте, що потурбував Вас.

15. Це не займе багато часу.

16. Пробачте, що я порушив нашу домовленість про зустріч.

17. Пробачте, що змусив Вас чекати.

18. Будь ласка, прийміть мої вибачення.

Drilling Exercises

Exercise 3.1

Model: I didn’t catch your name.	Key: I’m sorry, I didn’t catch your name.
I’ve got someone on the other line.	I’m sorry, I’ve got someone on the other line.
I think you’ve got the wrong number.	I’m sorry, I think you’ve got the wrong number.
I’ve got to go out.	I’m sorry, I’ve got to go out.
I’m in a meeting (at the moment).	I’m sorry, I’m in a meeting (at the moment).
I must leave it there.	I’m sorry, I must leave it there.
She’s away on business.	I’m sorry, she’s away on business.

Exercise 3.2

Model: The line’s busy.	Key: I’m sorry, the line’s busy. Will you hold?
It’s a terrible line.	I’m sorry, it’s a terrible line. Will you hold?
He’s got someone on the other line.	I’m sorry, he’s got someone on the other line. Will you hold?
I need to check my diary.	I’m sorry, I need to check my diary. Will you hold?
I have to look it up for you.	I’m sorry, I have to look it up for you. Will you hold?

Exercise 3.3

Model: I’m afraid there’s been a mistake.	Key: I’m sorry about the mistake.
I’m afraid there’s been a delay.	I’m sorry about the delay.
I’m afraid there’s been a crossed line.	I’m sorry about the crossed line.
I’m afraid there’s been late delivery.	I’m sorry about the late delivery.
I’m afraid there’s been a fault with the equipment.	I’m sorry about the fault with the equipment.
I’m afraid there’s been a mistake on the invoice.	I’m sorry about the mistake on the invoice.
I’m afraid there’s been a mix-up.	I’m sorry about the mix-up.

Exercise 3.4

studenta: Hallo. Is Alicethere, please?

studentв: Sorry, she’sout. Shall I ask herto ring you when shegets in?

student A	student в
1. ……… your parents ……….?	………..………………. ?
2. ……… Major Carson …….?	………..………………. ?
3. ……… your sister ……….?	………..………………. ?
4. ……… Henry ………..?	………..………………. ?

Exercise 3.5

The problem is we are running out of time.

The problem is there’s still no sign of it.

The problem is the goods are damaged.

The problem is it’s below standard.

The problem is the line’s always busy.

The trouble is the line’s always busy.

The trouble is he’s over from Argentina.

Exercise 3.6

Sorry to disturb you. I’ll keep it short.

Sorry, I won’t keep you long.

Sorry you’ve been kept waiting.

So sorry you’ve been kept waiting.

Sorry I disturbed you before.

Sorry to have troubled you.

Sorry to have messed up our arrangements.

Hope I haven’t messed up your arrangements too much.

Please accept my apologies.

PART 4

Enquiring Information

Vocabulary List

mean, v	мати на думці
invest, v	інвестувати
travel, v	мандрувати, подорожувати
deliver, v	доставляти
mind, v	заперечувати
reach, v	зв’язуватися (з кимсь, напр., по телефону)
wonder, v	цікавитися, бажати знати
speak up	говорити голосно
daily	щодня, щоденно
average price	середня ціна
economy class	економ-клас
exactly	точно

Translate into English:

1. Не могли б Ви сказати, чому ми повинні зробити це?

2. Не могли б Ви сказати, що Ви маєте під цим на увазі?

3. Не могли б Ви сказати, у зв’язку з чим це?

4. Не могли б Ви сказати, чи поставляєте Ви кожен день?

5. Не могли б Ви сказати, чи готові Ви?

6. Не могли б Ви сказати мені середню ціну?

7. Не могли б Ви сказати мені, чому ви не можете користуватися економ-класом?

8. Ви не заперечуєте, якщо я спитаю у Вас, чи впевнені Ви стосовно нової дати?

9. Не могли б Ви сказати мені, у чому точно проблема?

10. Мені б хотілося знати, де ми можемо зустрітися з Вами.

11. Мені б хотілося знати, коли я можу зв’язатися з Вами.

12. Мені б хотілося знати, чи закінчили Ви.

13. Мені б хотілося знати, чи могли б ми відкласти нашу зустріч.

14. Хотілося б знати, чи можете Ви допомогти мені.

15. Хотілося б знати, чи можете Ви говорити голосніше.

16. Хотілося б знати, чи можете Ви попросити його передзвонити мені.

Drilling Exercises

Exercise 4.1

Model: Why do we have to do it?	Key: Could you tell me why we have to do it?
Why do we need to invest?	Could you tell me why we need to invest?
How is this going to work?	Could you tell me how this is going to work?
What do you mean by that?	Could you tell me what you mean by that?
Do you need to travel first class?	Could you tell me whether you need to travel first class?
Do you deliver daily?	Could you tell me whether you deliver daily?
What is it about?	Could you tell me what it’s about?
What’s it in connection with?	Could you tell me what it’s in connection with?

Exercise 4.2

Model: Do we have to leave?	Key: Would you mind telling me whether we have to leave?
Are you ready?	Do you mind telling me whether you’re ready?
Tell me the average price.	Do you mind telling me the average price?
Have you ever traveled second class?	Would you mind telling me whether you have ever traveled second class?
Why can’t you use economy class?	Do you mind telling me you why you can’t use economy class?
Are you sure about this new date?	Do you mind if I ask whether you’re sure about this new date?
What’s the problem exactly?	Do you mind telling me what the problem is exactly?

Exercise 4.3

Model: Where can we contact you?	Key: I’d like to know where we can contact you.
Have you finished?	I’d like to know if you have finished.
When can I reach you?	I’d like to know when I can reach you.
When are you planning to leave?	I’d like to know when you are planning to leave.
Could we meet a bit earlier?	I’d like to know if we could meet a bit earlier.
Could we postpone our meeting?	I’d like to know if we could postpone our meeting.
Could we reschedule our appointment?	I’d like to know if we could reschedule our appointment.

Exercise 4.4

Model: I’d like to know if you have finished.	Key: Could I ask if you have finished?
I’d like to know when I can reach you?	Could I ask when I can reach you?
I’d like to know where we can contact you.	Could I ask where we can contact you?
I’d like to know when you are planning to leave.	Could I ask when you are planning to leave?
I’d like to know if you have an office in Bristol?	Could I ask if you have an office in Bristol?

Exercise 4.5

Model: Do you have an office in Dublin?	Key: I wondered whether you had an office in Dublin?
Can you help me?	I wondered whether you could help me?
Can you ask him/her to call me back?	I wondered whether you can ask him/her to call me back, please?
Can you hold on a moment?	I wondered whether you can hold on a moment, please?
Can you hold the line?	I wondered whether you can hold the line, please?
Can you speak up a bit?	I wondered whether you can speak up a bit, please?

PART 5