On the phone Action:
Good morning, this is Julie Madison speaking.
Would you mind spelling that for me?
May I speak with Mr. Green, please?
Can I leave him/her a message?
Hey George. It's Lisa calling. (informal)
Could you call back later in the day?
Hello, this is Yasmine Alcide from the British School.
Can you speak a little slower, please?
Id like to speak to Mr. Jones.
Please hold and I'll put you through to his office.
Could you speak up a little please?
I'm sorry, Lisa's not here at the moment.
Would you like to leave a message?
I'll talk to you again soon. Bye.
Answering the phone
Hello? (informal)
Thank you for calling Boyz Autobody. Jody speaking. How can I help you?
Doctor's office.
Asking to speak with someone
Is Jackson there, please? (informal)
Can I talk to your sister? (informal)
May I speak with Mr. Green, please?
Would the doctor be available?
Id like to speak to Mr. Jones.
Making special requests
Could you please repeat that?
Would you mind spelling that for me?
Could you speak up a little please?
Can you speak a little slower please. My English isn't very strong.
Can you call me back? I think we have a bad connection.
Can you please hold for a minute? I have another call.
Taking/leaving a message
He's busy right now. Can you call again later?
I'm sorry, Lisa's not here at the moment.
Would you like to leave a message?
I'll let him know you called.
I'll make sure she gets the message.
Finishing a conversation
Thanks for calling. Bye for now.
I have another call coming through. I better run.
I'm afraid that's my other line.
I'll talk to you again soon. Bye.
Making an appointment
A
- you represent the HR department from ABC
- you call to discuss about arranging a office party at
the Rose restaurant, and ask to talk to the manager
- if he is not available, make an appointment for later
to discuss the details.
-you are free on Monday from 10 and on Wednesday
from 12:00
- leave your phone number
- finish
B
- you are the receptionist at Rose Restaurant
- someone calls and asks to talk to the manager but he is not available.
- according to his agenda, he is free only on Wednesday from ! oclock.
- set up a meeting.
- say good bye.
Booking a flight
A
-you call to book a flight to Amsterdam
in the week 22-25 February
- ask info about available flights
-you want to fly the Economy class
- ask about prices
-book the flight
- finish the conversation
B
- you represent Good Fly company
-answer a call
- available flights: on Monday, from 4pm
Wednesday 7 am
Friday 9 am
- prices : Economy 115 euros
Business 210 euros
- make the reservations& finish the conversation
Buying a printer
A
-you represent the HR department from ABC
-ask to speak to someone from the Sales Department
-you want to buy a printer for the office
- ask about the offer
-you have to talk to you colleagues to decide.
-finish conversation
B
-your company sells printers
- you are from the sales depart
- your offer: JB 45 colour printer 2500 euros, available in 3 days
CV 1000 laser printer, black & white, !500euros, in stock
M 5000 colour printer, 2000euros, in stock
- finish conversation.
A
You are at a travel agency enquiring about flights to New York and hotel accommodation for a
business trip. You want to leave on March 20th and return March 23rd .
Ask about:
-departure and arrival time of flights
-cost
-recommended hotels
-hotel location and cost.
B
You work in a travel agency in Amsterdam. Use the information to answer your partners
questions about flights to New York and back and hotel accommodation.
10.00 depart Amsterdam Tue 20 Mar 980euros
13.00 Arrive New York duration 8 hours direct flight
17.40 depart New York (JFK) Fri 23 Mar
06.45 Arrive Amsterdam duration 8 h 5 minutes direct flight
Park Central Hotel
Location: across from Carnegie Hall, one block from Broadway
Cost: 1060 / 3 nights (accommodation only)
A
You are staying at a hotel in Prague. Ask at the reception for suggestions for things to do in the
city. Find out about:
-places of interest
-opening hours
-cost of entrance
-how to get there.
Suggesting a meeting/ appointment:
Asking about a time & place/ Suggesting a time& place:
Saying if a time is convenient or not & Confirming:
Suggesting a meeting/ appointment:
Asking about a time & place/ Suggesting a time& place:
Saying if a time is convenient or not & Confirming:
A1
-you call your colleague from another subsidiary and try to schedule a meeting to
discuss the details of a new contract (!invent name of client).
Your schedule:
Monday 9 a.m - 12a.m FREE
12a.m- 4 p.m meeting with the financial department
Friday: 3 p.m- 5 p.m FREE
5 p.m- 7p.m business lunch with Mr. Jones
- the rest of the week your schedule is packed.
B1
- your colleague calls you to set up an appointment
your schedule:
Tuesday- anytime
Friday: until 4 p.m you are not in the office
Rest of the day is available
- the rest of the days your diary is full.
Role play Apologise and solve a problem:
A2
While you were on a business trip to the UK last
week you hired a rental car from Easy Auto. You
have just received the bill and found a mistake.
Call Easy Auto and complain.
_______________________________________________
Easy Auto
Invoice:
Car rented: Volkswagen Passat
Number of days: 3
Price per day: 55
Total:165
_______________________________________________________________________
B2
You work for a car rental company called Easy Auto.
A customer will call you to make a complaint. Deal
with the complaint as politely and efficiently as you
can. Note: you were on holiday last week, so any
mistakes made then were not your fault!
Tick what you hear:- listening 21
1 I'm afraid something has come up.
2 I'm afraid I have to reschedule our appointment.
3 One of my clients has cancelled our appointment ...
4 One of my clients has brought forward our appointment ...
5 So I wanted to ask Simon if we could meet a bit earlier ...
6 So I wanted to ask Simon if we could postpone our meeting ...
7 Just let me know if there are any more changes.
8 Just give me a call if there are any more changes.
1 I'm afraid something has come up.
2 I'm afraid I have to reschedule our appointment.
3 One of my clients has cancelled our appointment ...
4 One of my clients has brought forward our appointment ...
5 So I wanted to ask Simon if we could meet a bit earlier ...
6 So I wanted to ask Simon if we could postpone our meeting ...
7 Just let me know if there are any more changes.
8 Just give me a call if there are any more changes.
1 I'm afraid something has come up.
2 I'm afraid I have to reschedule our appointment.
3 One of my clients has cancelled our appointment ...
4 One of my clients has brought forward our appointment ...
5 So I wanted to ask Simon if we could meet a bit earlier ...
6 So I wanted to ask Simon if we could postpone our meeting ...
7 Just let me know if there are any more changes.
8 Just give me a call if there are any more changes.
Listening 31, complete:
1 There________ to be a small problem with your latest consignment.
2 Oh dear. I'm ________to hear that.
3 What's the problem___________ ?
4 I'll _____________on to this problem immediately.
5 Well,______________ is what I'm going to do.
6 Thanks for ____________that out, Reva.
7 Again, I'm really sorry about the____________ .
8 I'll _______ make sure it doesn't happen again.
1 There________ to be a small problem with your latest consignment.
2 Oh dear. I'm ________to hear that.
3 What's the problem___________ ?
4 I'll _____________on to this problem immediately.
5 Well,______________ is what I'm going to do.
6 Thanks for ____________that out, Reva.
7 Again, I'm really sorry about the____________ .
8 I'll _______ make sure it doesn't happen again.
1 There________ to be a small problem with your latest consignment.
2 Oh dear. I'm ________to hear that.
3 What's the problem___________ ?
4 I'll _____________on to this problem immediately.
5 Well,______________ is what I'm going to do.
6 Thanks for ____________that out, Reva.
7 Again, I'm really sorry about the____________ .
8 I'll _______ make sure it doesn't happen again.
Listen to four short extracts from phone calls. In which call does the person called:
a deal with the problem immediately?
b tell the caller to call another number?
c connect the caller to the person responsible?
d promise to call the caller back?
----------------------------------
1 There________ to be a small problem with your latest consignment.
2 Oh dear. I'm ________to hear that.
3 What's the problem___________ ?
4 I'll _____________on to this problem immediately.
5 Well,______________ is what I'm going to do.
6 Thanks for ____________that out, Reva.
7 Again, I'm really sorry about the____________ .
8 I'll _______ make sure it doesn't happen again.
Make these more polite:
1 The parts you sent us don't work. (seem) The parts you sent us don't seem to work
2 You delivered the cons ignment to the wrong address. (unfortunately)
3 The total on the bi ll is wrong. (appears)
4 We have a problem with the equipment you sold us. (afraid/slight)
5 You sen t us the wrong model. (seem)
6 You gave us the incorrect information. (unfortunately)
After the call. Reva writes an email to his boss about the problem. Use your notes (and listen again
if necessary) to complete the email.
From: Reva Burgos
CC:
Hi Paula,
To: Paula Kilroy
Subject: Delivery problem
Hi Paula,
Just to let you know, I got a call from Abby Dickson from Sykes Electronics today. She
told me that there was a problem with the latest _____ 1 we sent them. Apparently, some
of the _____ 2 we sent them contained the wrong 3 model. (They ordered the ______ 4
sensor, but we sent the _____ 5 model instead .)
I told Abby I would send her the correct units by _____ 6 delivery with _____ 7 Logistics.
The logistics company will _____ 8 the other units up when they deliver the correct units.
Best wishes,
Reva
