1. TELEPHONE CALLS & MAKING TELEPHONE APPOINTMENTS

2. Led-in  Questions and Discussion  What is a secretary’s daily work like?  What would you do if there is no pen and paper for you to take down telephone messages?  What would you do if you have not taken down the caller’s name and he has already hung up?

3. Part One Listening and Discussion  Dialogue 1  Listen to the dialogue and discuss the following questions with your partner.  Questions: Which company is Bill Burton calling? What is the title of Ms. Jenkins in the company? For what purpose is Bill Burton calling? Where is Ms. Jenkins now? How and when should Ms. Jenkins get in touch with the caller?

4. Part One Listening and Discussion  Dialogue 1  Listen to the dialogue and discuss the following questions with your partner.  Keys Bradford and Sons Director of human resources He is calling in regards to their meeting next Tuesday She has already left for lunch She should return the call before 3 pm this afternoon, and first call the office number 635-8799 and then ask for extension 31

5. Part One Listening and Discussion  Dialogue 1  Language points and useful expressions  Words director 主任 hold 不挂掉电话，不走开 available 可取得联系的，有暇的 extension ( 电话）分机 confirm 确认 represent 代表

6. Part One Listening and Discussion  Dialogue 1  Language points and useful expressions  Phrases human resources 人力资源 last name 姓 Thank you for calling. 谢谢您致电。 This is X speaking. 我是 X 。 How may I help you? 我能帮您什么忙？ Just a moment. 等一会儿。 at one’s desk 在办公室 away from one's desk 没在办公室 in regards to 有关 leave a message 留口信 return a call 回电话 get in touch 联系 reach sb. 找到某人

7. Part One Listening and Discussion  Dialogue 1  Useful Expressions  Beginner Hello, thank you for calling Bradford and Sons, This is 1 'racy speaking, how may I help you? May I tell her who is calling? Can you please hold for a moment? I'll check to see if she is available. Would you like to leave a message for her?

8. Part One Listening and Discussion  Dialogue 1  Useful Expressions  Intermediate I would like to speak to your director of human resources, Ms. Jenkins, please. Just a moment, I'll check to see if she is at her desk. I his is Bill Burton from Milford Insurance, I'm calling in regards to our meeting next Tuesday. Yes ， please have her return my call when she returns to the office. I'm sorry, I didn't quite catch that, could you please repeat the number? Yes, and I represent Milford Insurance.

9. Part One Listening and Discussion  Dialogue 1  Useful Expressions  Advanced It's best if she can get in touch with me before 3 pm today; she can reach me at my office number, 635-8799. I’m sorry ， Mr. Burton, just to confirm, your name is spelled B- U-R-T-O-N t is that correct? I will make sure Ms.Jenkins receives your message and returns your call before 3 pm this afternoon.

10. Part One Listening and Discussion  Dialogue 2  Listen to the dialogue and discuss the following questions with your partner.  Questions: Who has informed Jenny Jenkins about Bill Burton’s call? Why can’t Mr. Burton make the meeting next Tuesday? Is Ms. Jenkins able to go to the meeting on Monday? Why? When will Mr. Burton and Ms. Jenkins meet?

11. Part One Listening and Discussion  Dialogue 2  Listen to the dialogue and discuss the following questions with your partner.  Keys Her secretary Because he would be out of town that day No. Because he is completely booked on Monday At 2 o’clock next Thursday afternoon

12. Part One Listening and Discussion  Dialogue 2  Language points and useful expressions  Words secretary 秘书 concerning 有关 possibility 可能性 completely 完全 booked 预约的 postpone 推迟 shuffle 搅乱，重组 arrange 安排

13. Part One Listening and Discussion  Dialogue 2  Language points and useful expressions  Phrases scheduling conflict 行程安排有冲突 time slot 时间段 return a call 回电话 miss sb. 没找到某人 make a meeting 安排见面 get a hold of sb. 找到某人 out of town 出城 move a meeting 改变见面时间 count on 指望，料想 take care of 照顾，处理 look forward to 期待，盼望 feel free 随时

14. Part One Listening and Discussion  Dialogue 2  Useful Expressions  Beginner Hello, Bill Burton speaking. What can I do for you? I’m glad to finally get a hold of you. I will be out of town that day. What about Thursday afternoon? Will that work for you? Shall we say about 2 o’clock?

15. Part One Listening and Discussion  Dialogue 2  Useful Expressions  Intermediate This is Jenny Jenkins of Bradford and Sons returning your call. My secretary said you called concerning our meeting next Tuesday? Is there any possibility we can move the meeting to Monday? I’m sorry ， Pm afraid I’m completely booked on Monday. Would it be possible to postpone until you return? I’ll look forward to seeing you at 2 o’clock next Thursday afternoon.

16. Part One Listening and Discussion  Dialogue 2  Useful Expressions  Advanced I wanted to let you know I will not be able to make our meeting next Tuesday. I was counting on taking care of our meeting before I leave, but I suppose I could shuffle a few things. If you need to change the time, please feel free to call me on my cell phone.

17. Part Two Listening Transitions  Dialogue 3  Listen to the dialogue and fill in the blanks A: Hello, Pasadena Inn, this is Sandy, how may I ⑴ _____? B: I’d like to speak to someone about ⑵ ______. A: I can help you with that. What date would you like to make a reservation for? B: We’ll be arriving ⑶ ______, but I would like to make reservations for the penthouse. A: Oh, I’m sorry sir. I only handle bookings for our ⑷ ______. The person you need to speak with is Tony Parker; he makes ⑸ ______ for our executive accounts.

18. Part Two Listening Transitions  Dialogue 3  Listen to the dialogue and fill in the blanks Unfortunately, he's not here right now. Can I take your ⑹ ______ and have him get back to you? B: When do you expect him back in? A: He'll be out all afternoon; he might not be able to return your call until ⑺ ______, Will that be alright? B: Yes. I suppose. My name is Sam Darcy. He can contact me at ⑻ ______. A: Could you please spell your ⑼ ______ for me? B: Sure. It’s D-A-R-C-Y. A: Okay. Mr. Darcy and your phone number is ⑽ ______? B: That's 3235. A: Sorry! 3235. Great. I’ll have Tony call you first thing tomorrow morning.

19. Part Two Listening Transitions  Dialogue 3  Keys ⑴ direct your call ⑵ reservations ⑶ May 12th ⑷ standard rooms ⑸ all the arrangements ⑹ name and number ⑺ tomorrow ⑻ 660-843-3235 ⑼ last name ⑽ 660-843-3233

20. Part Two Listening Transitions  Dialogue 3  Language points and useful expressions  Words direct 连通 reservation( 旅馆房间等）预 订，预约 penthouse 高级住房 handle 处理 booking 预订 arrangements 安排 executive 管理人员 account 客户 suppose 猜想

21. Part Two Listening Transitions  Dialogue 3  Language points and useful expressions  Phrases get back to 回复 come back in 回办公室 be out 出去办事 be able to 能够

22. Part Two Listening Transitions  Dialogue 3  Useful Expressions  Beginner How may I direct your call? I’d like to speak to someone about reservations. I can help you with that. When do you expect him hack in? Could you please spell your last name lor me?

23. Part Two Listening Transitions  Dialogue 3  Useful Expressions  Intermediate Can I take your name and number and have him get back to you? I'll have I Tony call you first thing tomorrow morning.

24. Part Two Listening Transitions  Dialogue 3  Useful Expressions  Advanced The person you need to speak with is Tony Parker, he makes all the arrangements for our executive accounts. He'll be out all afternoon, he might not be able to return your call until tomorrow.

25. Part Two Listening Transitions  Dialogue 4  Read the following dialogue and restore the missing information with the help of clues in the brackets. A: Hello B: Hello, is Doris available? A: This is Doris, who is calling please? B: Hi, Doris, this is Mike calling from Parker’s Dentistry. I’m calling to ⑴ ______ (confirm appointment; tomorrow morning). A: Oh, I almost forgot. Thank you for calling to remind me. Actually, I do need to ⑵ ______ (change the time; scheduling conflict).

26. Part Two Listening Transitions  Dialogue 4  Read the following dialogue and restore the missing information with the help of clues in the brackets. B: If I put you in at a later slot, would that work out? A: It would have to be after lunch. Do you have anything available about 2 o’clock? B: Sorry ma’m, ⑶ ______(the only opening; 1:15; after 4). Would that be a better time? A: That’s all right. I think I should be able to make it at 1:15. Can you put me down for that time slot? B: No problem. ⑷ ______ (appointment changed; tomorrow afternoon; 1:15). A: Wonderful. Thanks very much.

27. Part Two Listening Transitions  Dialogue 4  Keys ⑴ confirm your appointment for tomorrow morning at 9am with Doctor Parker ⑵ change the time of my appointment. I have a scheduling conflict, and I can’t make it that early. ⑶ the only opening we have after lunch is 1:15, but I might be able to work you in after 4 ⑷ I have your appointment changed from tomorrow morning to tomorrow afternoon at 1:15

28. Part Three Role-play  Please work in pairs and make up a dialogue between A and B.  Role A: secretary of Jochen Anderson, the sales manager of a furniture company  Role B: representative from a decoration company  B is calling to ask for a business breakfast meeting with Jochen Anderson.  Simulate the above dialogues and try to use as many expressions we have learnt in this unit as possible.