Using a phone, you can face various problems. Work in groups. Discuss these problems and think how you would solve them. Prepare a poster to present your ideas.

7. a) Read the phoning scenario. Compare the list you’ve made with the problems mentioned here.

You want to phone someone in a company. You pick up the phone (receiver). You hear the dialling toneand dialthe number on the keypad.You don't know the person's direct linenumber, so you dialthe number of the company's switchboard.One of these things happens:

aThe number rings but no one answers.

b You hear the engaged tone (BrE) / busy tone(AmE) because the other person is already talking on the phone. You hang upand try again later.

cYou get through,but not to the number you wanted. The person who answers says you've got the wrong number.

dThe operatoranswers. You ask for the extensionof the person you want to speak to.

eYou are put throughto the wrong extension. The person offers to transfer you to the right extension, but you are cut off– the call ends.

fThe person you want to speak to is not at their desk and you leave a message on their voicemail. You ask them to call you backor to return your call.

b) You are trying to phone Delia Jones. She works in a large company. Match your possible reactions (1-7) to the things (a-f) described above. One of the things is used twice.

1.That’s strange. Their switchboard isn’t big enough to handle all the calls they get.

2.That’s ridiculous! A company with 500 employees, but no one answers the phone.

3.I ask for Delia Jones and they put me through to Della Jones!

4.Delia seems to spend all day on the phone. Her line’s always busy.

5.That's strange. I'm sure I dialled the right number.

6.Oh, no! I hate this - oh well, I’d better leave a message ...

7.They never seem able to find the extension number!

c) Annelise Schmidt is trying to phone James Cassidy. Put the conversation into a logical order and find out what problem she is having.

1.Annelise: Good morning. Can I speak to James Cassidy in Sales?

2.Annelise: Is that James Cassidy?

3.Annelise: No, I'm afraid I don't.

4.Annelise: Thanks. Oh no, I’ve been cut off.

5.Switchboard operator: Do you know the extension?

6.Switchboard operator: Sorry to keep you waiting. ... I'm putting you through.

7.John Cassidy: Cassidy.

8.John Cassidy: No, this is John Cassidy. You’ve come through to Accounts. I’ll try and transfer you back to the switchboard.

8. a) Match the synonyms and underline the words which are more common for telephone conversations.

Be over call back cut off get through give up hang up be finished wait disconnect hold on look up connect with lift find pick up reach replace the receiver return the call stop trying put through

b) Fill in the gaps with the telephone phrases form a).

1.The phone’s ringing. Why don’t you ___ ___ the receiver?

2.I’m afraid she isn’t available at the moment. Can you ___ ___ later?

3.Can you ___ ___ their number in the directory, please?

4.I’m afraid she’s with client, shall I ___ you ___ to the secretary?

5.Hello? Are you still there? I think we were ___ ___ for a moment.

6.Mr Green never seems to be in his office. I’ve been trying to ___ ___ to him all morning.

7.Could you ___ ___ for a moment? I’ll just find out for you.

8.If the telephonist says ’ Thank you so much for calling ’ and plays me that awful electronic music again, I’ll ___ ___ .

9.If you get a wrong number, it’s polite to say ‘I’m sorry, I’ve dialed the wrong number’ before you ___ ___ .

10.If an American telephonist asks ‘Are you through?’, she wants to know if your call ____.

Add the missing words to the puzzle.