1. © 2011 wheresjenny.com Role Play –Secretary and client 1 Role play – Secretary and client on phone call

2. © 2011 wheresjenny.com Role Play –Secretary and client 2 Schedule - future appointments Rather - very, quite Resolved - taken care of Assured - certainty that something is true or will happen Delayed -not be able to do something on time Else - another added person or thing Vocabulary

3. © 2011 wheresjenny.com Role Play –Secretary and client 3 EnglishFrench Ratherplutôt Resolvedrésolu Schedulecalendrier Elseautre Delayeddifféré Assuredassuré

4. © 2011 wheresjenny.com Role Play –Secretary and client 4 How may I be of help - This is a formal phrase used to show politeness. It means 'Can I help you?‘ calling - telephoning take a message - to write down a message from the caller urgent - very important as quickly as possible - in the fastest manner, ASAP mentioned - said Meaning of Phrases used. looks like - seems staff meeting - a meeting of employees lasts - to take time delivery - the bringing of goods to a client

5. © 2011 wheresjenny.com Role Play –Secretary and client 5 What You MeanTell the Caller "He is out.""He is not in the office at the moment.” “Who’s calling? “Hang on. / Hold on" "He hasn't come in yet." “I can’t hear you speak up!” "He doesn't want to be disturbed." “I can’t help you. You’ll have to speak to someone else.” Use Appropriate Language

6. © 2011 wheresjenny.com Role Play –Secretary and client 6 What You MeanTell the Caller "He is out.""He is not in the office at the moment.” “Who’s calling?“May I ask who is calling, please?" “Hang on. / Hold on"“May I put you on hold." "He hasn't come in yet." "I expect him shortly." “I can’t hear you speak up!” “I am having a little difficulty hearing you. Can you please speak up?" "He doesn't want to be disturbed." "He is unavailable at the moment." “I can’t help you. You’ll have to speak to someone else.” “I need to transfer your call to ____ so that they can answer your question. May I do so?"

7. © 2011 wheresjenny.com Role Play –Secretary and client 7 Ms Anderson (sales representative Jewels and Things): tring tring... tring Secretary (Henry Smith): Hello, Diamonds Galore, this is Peter speaking. How may I be of help to you today? Ms Anderson: Yes, this is Ms Janice Roberts calling. May I speak to Mr. Franks, please? Henry Smith: I'm sorry to tell that Mr. Franks is out of the office at the moment. Would you like me to take a message? Ms Anderson: Uhm... actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you? Henry Smith: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions.. Role Play ----- Between A Secretary and Client

8. © 2011 wheresjenny.com Role Play –Secretary and client 8 Ms Anderson: Great, I'd love to see this problem resolved as quickly as possible. Henry Smith: Well, we still haven't received the shipment of earrings that was suppose to arrive last Tuesday. Ms Anderson: Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning. Henry Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that. Ms Anderson: Yes, the shipment was delayed from France. We weren't able to send along your shipment until this morning. Henry Smith: I see. Mr. Franks also wanted to schedule a meeting with you later this week. Ms Anderson: Certainly, what is he doing on Thursday afternoon? Henry Smith: I'm afraid he's meeting some clients out of town. How about Thursday morning?

9. © 2011 wheresjenny.com Role Play –Secretary and client 9 Ms Anderson: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning? Henry Smith: No, it looks like he's free then. Ms Anderson: Great, should I come by at 9? Henry Smith: Well, he usually holds a staff meeting at nine. It only lasts a half an hour or so. How about 10? Ms Anderson: Yes, 10 would be great. Henry Smith: OK, I'll schedule that. Ms Anderson at 10, Friday Morning... Is there anything else I can help you with? Ms Anderson: No, I think that's everything. Thank you for your help... Goodbye. Henry Smith: Goodbye.