1. Unit Three On the phone basic skills in - making and receiving telephone, - noting down messages

2. 3.1 I’d like to speak to … A. What’s happening in each of the photos? F. report your Golden Rules of making phone calls. read P 31: twelve telephone tips add more tips

3. 2. Plan your call by making notes beforehand 3. The caller must try to establish links, by identifying yourself or your department, so the other person knows exactly who they’re dealing with. 4. Listen carefully to what the other person says; Repeat what, you think, is important. 8. Note down the important details, like: numbers, spelling of names, dates and times

4. B. listen and find out what went wrong Operator: doesn’t say the name of company clearly doesn’t listen to the caller carefully Anderson: fails to put the caller back through the switchboard

5. The first Henderson: bad telephone manner: doesn't tell who he is when pick up the phone The second Henderson: doesn't listen to the caller carefully Caller: speak too fast fails to double-check time and date

6. C. listen and decide what you would say in each situation use the expressions in task D E. Role play

7. 3.2 Getting people to do things This section covers the functions of: requesting, agreeing or refusing requests; offering, accepting or rejecting offers; asking permission, giving or refusing permission

8. A. discuss and role play - what is happening in the picture? - role play the persons in the picture

9. B. Listen and note down useful expression 1. Terry will do: send a copy of the report arrange accommodation 2. Bill will do: check today’s correspondence call a taxi for the airport check her hotel booking 3. Host permit the guest to: take off his jacket use the phone to book a table for lunch call his office

10. 3.3 Can I take a message? A. take a message 1. discuss the three questions: to have a clear idea how to take a message or leave a message in an answering machine. 2. Listen and rewrite the note

11. To: Mrs. Robinson Date: Message: Mr. Hans Braun called to tell he can not meet you on Tuesday afternoon at 4 P.M. But he will be free on Wednesday at 9:30. Please call him at number 651 31473 to confirm if this is all right.

12. B. Listen and note down messages 1. To: Mr. Fevrier Date: Message: Mr. Peter Schulz called from Vienna. Please call him before 4 P.M. today, or any time tomorrow, to do with the arrangement for the congress in July. His number is 01 456 9924

13. 2. To: Guy Dobson Date: Message: Paola Andreotti called from Rome. There’s been a mix-up about the labeling of product number 15437B for the Italian market. Please call her before tomorrow evening at number 002 558 9847.

14. 3. To: Mrs. Cox’s assistant (Mr. Box) Date: Message: Mr. Wang called from Singapore. He will arrive in Melbourne at 1 a.m. local time, this Saturday. Please make sure whether Mrs. Cox will be able to meet him. Please inform the Royal Hotel about Mr. Wang’s arriving late. Please telex or phone him to confirm.

15. C. Listen and tick the information that is given

16. 3.4 Planning and making calls C. Role-play 1. role A, file 6, P148; role B, file 37, P158 2. role A, file 7, P148; role B, file 65, P167 3. role A, file 40, P159; role B, file 66, P168 4. role A, file 41, P159; role B, file 10, P149