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10. Practise these conversations in pairs. Use the diagrams and useful phrases to help you. Take turns to play each role.
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SPEAKING
10. Practise these conversations in pairs. Use the diagrams and useful phrases to help you. Take turns to play each role.
A.
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STUDENT A |
STUDENT B | ||||||
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1) Answer the phone. | |||||||
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2) Give your name. Ask to speak to Mr Boyle in IT. | |||||||
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3) Apologize and say Mr Boyle can’t take the call. Give a reason. | |||||||
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4) Say it’s urgent. | |||||||
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5) Offer to take a message. | |||||||
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6) Accept the offer. | |||||||
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7) Ask B to wait while you prepare. | |||||||
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B. STUDENT A |
STUDENT B |
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1) Answer Tess Whitehouse’s phone. | |||||||
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2) Introduce yourself and ask to speak to Tess Whitehouse. | |||||||
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3) Say Tess is not available. Check B’s name. | |||||||
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4) Spell out your name and clarify who you are. | |||||||
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5) Offer to take a message. | |||||||
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6) Say “No” and that you’ll call again. | |||||||
H 4 11. Make the following calls using the information below. Use useful phrases (p. 13) to help you. Take turns to be A and B.
| MAKE CALL 1: Call LogicConcept. You need to speak to Maggie Ford. Your fax machine isn’t working. You want her to send all faxes to 44 1295 783466 for the rest of this week. TAKE CALL 2: You work for Mark Williams. He is out at the moment. Take the message. MAKE CALL 3: Call your friend Alan in America. If he’s not there, leave a message for him to call you. Use your own name and telephone number. | TAKE CALL 1: You work for LogicConcept. Maggie Ford’s line is busy at the moment. Take the message. MAKE CALL 2: Your name is Jackie Innis. You want to leave a message for Mark Williams. You’re at the airport and have just heard that your flight is delayed. It is going to arrive at 16. 40 instead of 14. 20. If Mark Williams can’t meet you, he needs to ring you as soon as possible on your mobile. The number is 07973482316. TAKE CALL 3: You live in America. You are Alan’s brother / sister. Alan is out at the moment. Offer to take a message. Take the caller’s name and phone number. |
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WRITING
H 12. Your co-worker asked you to order a dinner for a group of four people, but you failed to do that. Write a note and an SMS message for your co-worker saying that you haven’t ordered the dinner and explaining why.
| Part 3. Communication Problems |
BEFORE YOU START
1. Spell the following words.
| ü Swansea | ü Lloyd’s | ü Argyle Way |
| ü Heinrich | ü Townley Road | ü Asta Boutique |
| ü Gunter | ü Sulrey | ü Staffordshire |
| ü Waybridge |
2. Spell your name and surname.
READING
3. Read these two calls. Then complete the notes.
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Notes Call 1 Company answering: ___________ Person wanted: _______________ Communication problem: _________
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Call 2 Company answering: __________ Person wanted: _____________ Communication problem: ______
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Call 1. A |
Jones and Mark Inc. How can I help you? | |||
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B | Good afternoon, I’d like to speak to Jo Tomkins, please. | |||
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A | Hold the line, please… I’m sorry, there’s nobody of that name here. What number are you calling? | |||
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B | 012 527 9345. | |||
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A | I’m sorry, you must have got the wrong number. This is 012 527 9344. | |||
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B | I’m sorry to have bothered you. Goodbye. | |||
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A | Goodbye.
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Call 2. A |
Frontier. Can I help you? | |||
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B | Good morning. Could I speak to Dolores Cayton, please? | |||
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A | I’m sorry, this is a bad line, I can’t hear you very well. | |||
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B | Could I speak to Dolores Cayton, please. | |||
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A | I’m sorry, I still don’t understand. | |||
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B | Dolores Cayton, please. | |||
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A | This is a very bad line, I can’t hear you. | |||
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B | Oh, yes, I’m on a mobile, it’s not always very clear. I need to speak to Dolores Cayton, please. | |||
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A | Ah, that’s better, could you spell that, please? | |||
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B | D-O-L-O-R-E-S-C-A-Y-T-O-N. | |||
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A | Could you speak up, please? | |||
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B | D-O-L… Hold on, I’m just going under tunnel! | |||
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A | I didn’t catch that, could you speak more slowly, please? ….. | |||
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B | He hung up on me! | |||
4. Look at the underlined phrases in the phone calls in Exercise 3 and guess their meaning. Check with your teacher or a dictionary.
5. Work in pairs. Read the phone calls in Exercise 3 aloud (Student A – you are a foreigner and aren’t very good at English, Student B – you are very upset). Take turns to be A and B.
H 6. Act out one of the calls in Exercise 3. Remember to change names and some details:
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a) act out Call 1.
b) act out Call 2.
VOCABULARY
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