Telephoning Vocabulary Trainer

Vocabulary Brainstorm

Match phrases wrong number directory directory enquires off-peak interference engaged long-distance call-box operator receiver rates busy public phone box person who helps you to make a phone call phone number you get by mistake service you phone if you want to find a phone number book of phone numbers very far not so busy time bad sound prices, charges part of the phone you speak into and listen to

Match phrases wrong number directory directory enquires off-peak interference engaged long-distance call-box operator receiver rates d. phone number you get by mistake f. book of phone numbers e. service you phone if you want to find a phone number h. not so busy time i. bad sound a. busy g. very far b. public phone box c. person who helps you to make a phone call k. part of the phone you speak into and listen to j. prices, charges

Put the words in the correct space. Bill: Is this Jane? Nell: This is 377 0211. There’s no one called Joan here. Bill: Sorry, I must have the (a) ….. Oh, just a moment. I want Jane, not Joan. Nell: Oh sorry, yes. She’s here. Hold on a moment. Jane: Hello, this is Jane. Bill: Hi, this is Bill. I tried to ring before, but the line was (b) …….…... Jane: Yes, I was talking to my mother in Australia. Bill: Oh, a (c) ………... call. Was it expensive? The (d) ………... are very high, aren’t they? Jane: Only if you go through the (e) ……………... . It’s quite cheap if you dial direct, especially if you phone during the (f) …………... period. Bill: Was it a good line? Was it easy to hear? Jane: It usually is, but today there was a lot of (g) ………………... . Bill: I need some help, Jane. I tried to look up Amy’s number in the (h) …….. but I couldn’t find it. Jane: I’m afraid I haven’t got it. Why don’t you call (i) …………….……..? Bill: I’m in the street, in a (j) …………. and I’ve got no more money. Jane: But it’s free. You just pick up the (k) .…….. , then you dial 142. Bill: Oh yes, how stupid!

Put the words in the correct space. Bill: Is this Jane? Nell: This is 377 0211. There’s no one called Joan here. Bill: Sorry, I must have the (a) wrong number. Oh, just a moment. I want Jane, not Joan. Nell: Oh sorry, yes. She’s here. Hold on a moment. Jane: Hello, this is Jane. Bill: Hi, this is Bill. I tried to ring before, but the line was (b) engaged Jane: Yes, I was talking to my mother in Australia. Bill: Oh, a (c) long-distance call. Was it expensive? The (d) rates are very high, aren’t they? Jane: Only if you go through the (e) operator . It’s quite cheap if you dial direct, especially if you phone during the (f) off-peak period. Bill: Was it a good line? Was it easy to hear? Jane: It usually is, but today there was a lot of (g) interference . Bill: I need some help, Jane. I tried to look up Amy’s number in the (h) directory but I couldn’t find it. Jane: I’m afraid I haven’t got it. Why don’t you call (i) directory enquires ? Bill: I’m in the street, in a (j) call-box and I’ve got no more money. Jane: But it’s free. You just pick up the (k) receiver , then you dial 142. Bill: Oh yes, how stupid!

Activity Look at the phrases. The speakers don’t use the correct language for speaking on the phone. Make necessary changes. A: Galaxy Computers. B: I want to speak to Harris. A: Who are you? B: Johnson. A: Who? Repeat your name! B: Michael Johnson. A: The line is engaged. Want to wait? B: No. Tell him I called. A: Right.

Activity A: Galaxy Computers. Good morning. Galaxy Computers. How can I help you? B: I want to speak to Harris. Could I speak to Mr Harris, please? A: Who are you? Who’s calling, please? B: Johnson. This is Michael Johnson speaking. A: Who? Repeat your name! I’m sorry, I didn’t catch that. Could you repeat your name, please? B: Michael Johnson. My name is Michael Johnson. A: The line is engaged. Want to wait? I’m sorry, the line is engaged. Will you hold? B: No. Tell him I called. No, thanks. Could you tell him, I called? A: Right. Certainly, Mr Johnson.

Activity: Practice with your partner A: Good morning. Galaxy Computers. How can I help you? B: Could I speak to Mr / Mrs / Ms / Miss (imagine a name), please? A: Who’s calling, please? B: This is (use your real name) speaking. A: I’m sorry, I didn’t catch that. Could you repeat your name, please? B: My name is (use your real name). A: I’m sorry, the line is engaged. Will you hold? B: No, thanks. Could you tell him I called? A: Certainly, Mr / Mrs / Ms / Miss (use your partner’s name).

Give English equivalents

Match synonyms The line is busy. Will you hold? I’ll put you through. A code. An extension number. Who’s calling please? Hold on. This is … Go ahead. Anything else? I’ll connect you. One moment. An office number. Could I have your name? I’m ready. The line is engaged. A country or area number. Is that all? Can you wait? … speaking.

Match synonyms The line is busy. f. The line is engaged. Will you hold? I’ll put you through. A code. An extension number. Who’s calling please? Hold on. This is … Go ahead. Anything else? f. The line is engaged. i. Can you wait? a. I’ll connect you. g. A country or area number. c. An office number. d. Could I have your name? b. One moment. j. … speaking. e. I’m ready. h. Is that all?

Match phrases with the situations

Useful Phrases Answering the phone Good morning/afternoon/evening, York Enterprises, Elizabeth Jones speaking. Introducing yourself This is Paul Smith speaking. Hello, this is Paul Smith from ABC International. Asking who is on the telephone Excuse me, who is this? Can I ask who is calling, please?

Useful Phrases Asking for someone Can I have extension 321? Could I speak to...? I'd like to speak to John Martin, please. Could you put me through to John Martin, please? Could I speak to someone who … Can I … (more informal) / May I (more formal) Is Jack in? (informal idiom meaning: Is Jack in the office?)

Useful Phrases Connecting someone One moment, please. I'll see if Mr Jones is available. I'll put you through. I'm connecting you now. Can you hold the line? Can you hold on a moment?

Useful Phrases How to reply when someone is not available I'm afraid Mr Jackson is not available at the moment. Mr Jackson isn't in. Mr Jackson is out at the moment. I'm sorry, he's in a meeting at the moment. The line is busy. I'm afraid he's on another line at the moment.

Useful Phrases Taking a message Could (Can / May) I take a message? Could (Can / May) I tell him who is calling? Would you like to leave a message? I'll tell Mr Jones that you called I'll ask him/her to call you as soon as possible.

Useful Phrases Problems I'm sorry, I don't understand. Could you repeat that, please? I'm sorry, I can't hear you very well. Could you speak up a little, please? I'm afraid you've got the wrong number. I've tried to get through several times but it's always engaged. Could you spell that, please?

Listen and complete the missing phrases (IC Pre-int. 3, CD1T11, CD1T12) A/ A: Can I have extension 305, please? B: I’m afraid the line is engaged. Will you hold? B/ A: Could I just check that? You need 50 units by Friday, and Mr Johansson can contact you on 943694726. B: Yes, that’s correct. A: Right, Mr Smith. I’ll give him the message as soon as he’s free.

Listen and complete the missing phrases (IC Pre-int. 3, CD1T13, CD1T14) C/ A: … it really isn’t good enough. B: Yes, Mr Wright. I understand what you’re saying and I apologise for the error. As soon as Mr Downs is back I’ll ask him to get in contact with you. I’m really sorry about this. A: Right, thank you. I realise it’s not your fault. D/ A: Could I have the Sales Department, please? B: One moment, please. Just putting you through now.

Listen and complete the missing phrases (IC Pre-int. 3, CD1T15, CD1T16) E/ A: Shonagh Clark speaking. B: Hello, I’m phoning about your letter of 12th June. F/ A: This is Jorgen Bode here. Could I speak to Jean Simmons, please? B: Oh, I’m sorry, Mr Bode, but Ms Simmons isn’t in the office right now. Can I ask her to call you back? Or I can contact her on her mobile if it’s urgent.

Spelling (Business Objectives) HISKETT LJUBLJANA GYӦR CAIPIRINHA DHANIN SERIBURI

Put this jumbled conversation in the correct order A: Good morning. IKI Industries. How may I help you? B: Hello. My name’s Jill Forsythe. I’d like to speak to Katie Chapman, please. A: Sorry, I didn’t quite catch that. B: Jill Forsythe and I’d like to speak to Katie Chapman. A: Hold the line, please. I’ll see if she’s in. C: (pause) Hello. Katie Chapman speaking. B: Hello, this is Jill. C: Hi, Jill. How are you doing? B: Fine, thanks. And you? C: OK. Busy as usual. B: I’m just ringing to find out if you’ve received the copies of the contract. C: Yeah, they came this morning but I haven’t signed them yet. B: OK, there’s no rush. C: I’ll sign them this afternoon and send them back to you. B: Great. Thanks a lot.

Write down the phone numbers and decipher the words

Write down the phone numbers and decipher the words 2666864228466 COMMUNICATION 2428837 CHATTER 746418663 RING-TONE 867674478422833 UNSOPHISTICATED

Are you a mobile phone bore? Do you drive with a phone in your hand? Do you speak loudly? Do you use loud and annoying ring-tones? Do you make private calls in public? Do you leave your phone on all the time? Do you talk about confidential matters in public?

Mobile phone extras a camera a MP3 player a memory card / a memory card slot a note pad a reminder a PC connection a currency converter headphones WiFi

You and your mobile Ex. 3 a/ False b/ True c/ True d/ False

You and your mobile Ex. 5 communication communicate entertainment entertain connection connect preference prefer choice choose use use information inform

You and your mobile Ex. 6 a/ communicate b/ use c/ connection d/ prefer e/ choice f/ information

Interactive Exercises The Business Pre-int. DVD Video In Company Pre-int. DVD Grammar & Vocabulary Telephone Talk

Bibliography Bradley J., Clarke S.: Business Objectives Pairwork. Oxford: Oxford University Press, 1997. Hollett, V.: Business Objectives. Oxford: Oxford University Press, 1996. Powell M., Clarke S.: In Company Pre-intermediate. Oxford: Macmillan Education, 2009. Thomas B. J.: Elementary Vocabulary. Walton-on-Thames: Nelson and Sons Ltd, 1990.