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Identifying who is speaking
This is Paul Blake.
Paul Blake speaking.
Is that Julia Brown?
Finding your correspondent
Can I / I’d like to speak to Lisa, please.
Can you put me through to Diana Carter?
Hello? Is that Mr.Blake?
Is that Julia Brown?
Extension 586 please.
This is Tom Brown (speaking).
Tom Brown here.
Identifying the caller
Who’s calling / speaking, please.
Could you give me your name, please?
Which company are you from?
Asking caller to wait
Hold on, please. / Hold the line, please.
I’m trying to connect you.
Could you call back later?
Can Mr.Blake call you back?
I’m afraid / I’m sorry, but he’s in a meeting / with a client / sick / on holiday.
Leaving a message
Could you take a message?
Could / Can I leave a message?
Takeng a message
Can I take a message?
Would you like to leave a message?
I’ll pass on the message.
I’ll give him/her the message.
Deiling with problems
I think you’ve got the wrong number.
Could you speak up – it’s a bad line.
Could you speak more slowly, please?
Saying who you want to speak to
Mr. Keller: _____________ Helena Steiner, please?
Ms. Brunet: Hold on. I’ll get her.
Mr. Keller: ______________ Helena Steiner, please?
Mrs. Steiner: ______________
Mr. Keller: _____________ 293, please.
Miss Delmont: Accounts Department.
Mr. Keller: _____________ Jean Delmont?
Miss Delmont: Yes, ____________. How can I help you, Mr. Keller?
Ex.2. Work with a partner. Take it in turns to dictate abreviatiions and write them down.
Ex.3. a). Notice these different ways of saying telephone and fax numbers.
91430 nine one four three zero (American English)
nine one four three oh (British English)
6687 six six eight seven (American English)
double six eight seven (British English)
b). Exchange your work and home numbers with a partner.
c). Work with a partner. Take it in turns to dictate telephone numbers and write them down. One person dictates the telephone numbers “a”, and the other dictates the “b” numbers.
In phone and fax numbers, English speakers normally group the numbers in threes, not in twos as is common elsewhere in Europe, 914306 - nine one four, three oh six.
Ex.4. When you transfer information by phone, try not to leave long silences or pauses. These phrases will help you.
Dictate these messages to your partner.
Ex.5. Sometimes we meet new situations or problems and we have to say what action we’ll take.
Decide what to do in these situations:
Ex.6. Work with a partner. Make up conversations deciding what to do when someone is not available.
A. Can you ask her to ring me next week?
These phrases will help you.
I’ll call back later.
Could you take a message?
Could you give her a message?
Can you put me through to her secretary?
Ex.7. a). We use these phrases to ask other people to do things.
Can you ...? - less formal
Could you ...?, Would you ...? - When we don’t know the person well.
You are on the phone. What do you say in these situations:
a). You can’t hear the other person.
b). You want them to repeat something.
c). They are speaking too fast.
d). You want them to spell a word.
e). You want them to transfer you to the Sales Department.
b). We can reply to request like this.
Practice these expressions with a colleague. Ask them to:
1). Spell their surname to you.
2). Tell you the time.
3). Give you a lift home tonight.
4). Lend you some money.
Ex.8. We use these phrases to ask if it’s OK to do things.
Asking: Can I...?, Could I...? , May I...?
Saying Yes: Yes, please do.
Yeah, go ahead (informal)
Help yourself (inviting someone to take something)
Saying No: I’m afraid ....
I’m sorry but ...
Practice with a colleague. You are in the office and you want to:
a). Use their phone (pen)
b). Work in pairs. Make up a conversation between a customer and a supplier. Use as many requests as you can.
Ex.10. Work in pairs. One person looks at the information A and the other looks at the information B.
Ex.11. Act out these telephone calls. One person looks at the information A. The other uses the information B.
A. Call 1.
Your company’s new price lists are still at the printers. You expect them to arrive today. A customer calls with a request. Write down the details.
Phone your partner and ask them to speak at the GMB Congress at Queen Margaret’s Hall, Manchaster on July, 13th. You want them to give a talk on their company’s current projects.
Ex.13. Choose the correct words to complete the telephone conversations:
1) A. Fenton Engineering.
B. Number / Extension 465, please.
2). A. The line is free now. I’ll put / connect you through.
B. Thank you.
C. Paint shop.
B. I’d like to speak to Mrs. Isaacs.
C. Who’s / Whose calling, please?
C. Wait / hold on, Mr. Brown. I’ll bring / get her.
C. I’m afraid / regret she’s in a meeting. Do you want to call up / later?
B. No, it`s urgent. Could you leave / take a message?
C. Yes, I will / of course.
B. May / Could you ask her to call me back?
C. Does she have your number?
B. No. It’s London - the code / area is 00331 then the number is 46589394. Could you say / read that back to me?
a). Asking other people to do things.
b). Asking if it’s OK to do things.
c). Use these phrases in the sentences below.
What would you say:
Ex.15. Here is a short telephone conversation between the receptionist at Burton Electrics and Mr. Brad Barnes. Eight common words and phrases are missing. Try to decide what they are. Look at the list.
Line; put you through; Could I speak to; leave a message; call me back; Hold on; extension; engaged.
R: Hello. Burton Electrics.
BB.: _____________ Mr. Evans, please on _________ 225.
R: Certainly. ______________ a minute please. I’ll ____________.
Ex.18. Make up sentences with these word combinations:
to be on the line; to be through; extension number; to hold the line; to ring smb. up; to book a call; to connect; to disconnect; to cut in; to be cut off; your time is up.
Ex.19. Translate into English:
1. Ви можете зателефонувати мені сьогодні ввечері?
Київський інститут інвестиційного менеджменту
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