Making an appointment through a secretary
Unit 1
Vocabulary
What are these words in your language?
receiver mobile phone answer phone fax public telephone phone card
cell phone message long distance call telephone directory switchboard
| Useful tips In English we usually say phone numbers like this: 0 = oh (“zero” is sometimes also used) 63 = six three (not sixty-three) 66 = double six 666 = six double six 682 947 - six eight two nine four seven 8944 5033 - eight nine double four five ‘oh’ double three 020 7399 7050 - ‘oh’ two ‘oh’ seven three double nine seven ‘oh’ five ‘oh’ When you ring an organization on a touch-tone phone, you might hear a menu of options; you might, for example be asked to press the star key(*) or the hash key(#). |
Ex. 1.Read the telephone numbers:
Bayswater 64-07; Cobham 20-03; Museum 15-27; Knightsbrige 11-70; Kensington 25-31 e.305 (e.= extension – добавочный номер ); Torrington 50-00 e. 991; Welsby 03-66 e. 2-00.
Ex.2. Ask and answer the questions with other students.
Example:
- What’s your phone number?
- It’s (020) 7267 5118
- Thank you very much!
On the phone
Ex.1.Read the lines below. They are all from telephone conversations. What do you think the lines before and/or after are? Discuss with a partner.
1. This is Jo.
2. Can I take a message?
3. Great! See you on Sunday at ten, then. Bye!
4. Oh, never mind. Perhaps next time. Bye!
5. No, it isn’t. I’ll just get her.
6. I’ll ring back later.
7. There’s a party at my house on Saturday. Can you come?
8. Can I speak to the manager, please?
Ex.2.Complete the conversations with a line from exercise 1. Act out the conversations with your partner.
1) A Hello.
B Hello. Can I speak to Jo, please?
A _________________________
B Oh! Hi, Jo. This is Pat. Is Sunday still OK for tennis?
A Yes, that’s fine.
B _________________________
A Bye!
2) A Hello.
B Hello. Is that Liz?
A _______________________
….
C Hello, Liz here.
B Hi, Liz. It’s Tom. Listen!
__________________________
C Oh sorry, Tom. I can’t. It’s my sister’s wedding.
B ________________________
C Bye!
3) A Good morning. Barclays Bank, Watford. How can I help you?
B Good morning. ______________________
A I’m afraid Mr. Smith isn’t in his office at the moment.
___________________________________
B Don’t worry. _________________________
A All right. Goodbye.
B Goodbye.
Unit 2.
Vocabulary
Ex.1.Arrange the following into groups of words and word combinations close in meaning:
To call smb; to connect; to wait at the telephone; to be engaged on another line; to be called to the telephone; to make a call; a telephone cabin; to pick up the receiver; a trunk call; the line is clear; to put a call through; to hang up; a dial telephone; to hold the wire (or the line); to ring off; to be cut off; to get in touch; to speak over another telephone; to take up the receiver; a non-automatic phone; to ring smb up; to put through; there was no reply (answer); the line is busy; to put down the receiver; to give smb a ring; to be disconnected; to hold on; the line is free; a call phone; to telephone to smb; a long distance call; a telephone booth; to give smb a call; to look up the telephone directory; to get through; to be wanted on the phone; to consult the telephone book; nobody answered the telephone (the call); call-box.
Ex.2.Give the antonyms to the following words and phrases:
To get the wrong number; the line is busy; to take up the receiver; to hold on; to connect.
Ex.3.Fill in the blanks with suitable words and word groups:
1. I believe the … is out of order, there is no ….
2. There are seven signs in a London … …, three of them being the letters for the exchange.
3. On hearing the telephone …, he went to …the …
4. Something must be wrong with the …, it doesn’t go back into position.
5. There was a … … for you this morning.
6. Can I book a … call in advance?
7. You must have … the … number.
8. I’m afraid we’ve been …
9. I’m sorry I could not … in … with him earlier.
10. As he was walking along the street, he saw a …. telephone on the corner. The sight of it prompted him to … … a friend of his. The buzz … that the … was …. When he heard the voice, he gave the …. But unfortunately it was … He … … the … and after a minute … it … and tried again.
On the phone
Ex.1.Getting through. Look at the phrases and decide which person (the Caller, the Switchboard or the Receiver) says each one.
- I’d like to speak to Mrs Cameron. (1)
- Yes, speaking. (2)
- Can I speak to someone who deals with…? (3)
- Who’s calling, please? (4)
- Could I have the sales department, please? (5)
- Hold the line, please. (6)
- Sorry. You have the wrong number. (7)
- No thanks. I’ll call back later. (8)
- My name is… (9)
- One moment. I’ll put you through. (10)
- Hello. Sales. (11)
- I’m inquiring about… (12)
- Leo Wan here. Can I help you? (13)
- The line’s busy. Will you hold? (14)
- Is that Leo Wan’s office? (15)
- Knox Oil and Gas. Good afternoon. (16)
- Can I tell her who called? (17)
- Sorry, you have the wrong extension. (18)
Ex.2.Look at these four conversations. Decide what you think the caller said.Act out the conversations with your partner.
1. B: Hello. Argus Engineering.
A:_____________________
B: Mr. Franks? Just a moment… I’m sorry, the line’s busy. Will you hold?
A: ___________________________
B: Can I tell him who called?
A: ___________________________
B: Right, Mr. Carey. I’ll tell him you called.
2. B: Gamble and Proud. Good morning.
A: ____________________________
B: I’m sorry. Which department?
A: ____________________________
B: Just a moment. I’ll put you through.
C: Personnel.
A: _____________________________
C: Hold the line. I’ll get him for you.
D: Hello. Robert Turner here.
3. B: Hello. Japan Airlines.
A: ______________________________
B: One moment. I’ll put you through to the booking desk.
C: International flights. Can I help you?
A: ______________________________
C: Certainly, sir. When would you like to travel?
4. B: Hello. Cale and Cale, Solicitors.
A: ______________________________
B: Yes, speaking.
A: ______________________________
B: I’m sorry. I’m busy on Friday. Is Thursday possible for you?
Unit 3.
Vocabulary
Ex.1.Combine the following elements to make up useful phrases.
Verbs: to answer, to book, to call, to cut, to dial, to get, to give, to hang, to have, to hear, to hold, to keep, to leave, to look, to make, to pick, to put, to reach, to ring, to speak, to take, to wait, to want.
Nouns: a call, a trunk (long distance) call, a number, a wrong (right) number, a bad (good) connection, a telephone directory (book), a ring, the wire, the line, the receiver, a conversation, the telephone, a message, the buzz, the bell, the dial tone.
Prepositions, adverbs, adverbial phrases: up, down, on, to, through, over, at for, back into, in touch, off, with.
Ex.2.Say the same in other words.
1. Were there any calls for me?
2. We could hardly hear each other.
3. The telephone is dead. There was no reply.
4. Are you there?
5. Go ahead. You are through.
6. You are wanted on the phone.
7. Where can I reach you?
8. She left no message.
9. He is engaged on another line.
10. Could you wait for a moment, please?
On the phone
Ex.1.Look at the useful phrases (1-7) for telephoning. In each case, cross out the phrase that is unusual or incorrect.
1. Hello. / Good morning. / Speak me.
2. Is (name) there? / I’d like to speak to (name), please. / Is there (name)?
3. Are you (name)? / Is that (name)? / Who’s calling, please?
4. Hold on, please. I’ll try to put you through. / Hang on, I’ll go and get her. / One instant.
5. I am me. / It’s me. / This is (name) here.
6. What are you up to later? / What do you do later? / Are you available later on today?
7. I’ll look forward to seeing you tomorrow. / To tomorrow. / See you tomorrow then.
Ex.2.Read the two phone calls made by Phil Jones: one to his friend, Maddy, and the other to his bank manager, Mr. Moore. Complete each conversation with the most appropriate useful phrase from the previous exercise.
1. Janet: (1) _________________
Phil: Oh, hi. (2) ______________
Janet: (3) _______________
Phil: Yes, hello Janet. How are you?
Janet: Fine, thanks. (4) _____________
Maddy: Hello.
Phil: Hi! (5) _______________
Maddy: Hello you. What have you been up to?
Phil: Oh, just working. Listen, I can’t chat now. (6) _____________
Maddy: I’ve got to work this evening but I thought we could go to the cinema tomorrow.
Phil: OK, I’ll come round at about seven.
Maddy: (7) _________________
Phil: Bye.
2. Receptionist: (1) __________ Northminster Bank. Can I help you?
Phil: Yes, (2) _______________
Receptionist: (3) _____________
Phil: My name is Philip Jones.
Receptionist: OK, (4) _______ … Oh, Mr. Jones, I’m afraid he’s on the other line. Would you like to hold?
Phil: Yes, thank you.
Mr. Moore: Anthony Moore.
Phil: Oh, hello. (5) _______________
Mr. Moore: Oh, yes Mr. Jones. Thank you for getting back to me so promptly. There seems to be a problem with your account.
Phil: Oh, dear. What sort of problem?
Mr. Moore: Well, you’ve exceeded your overdraft limit by more than £500. You really need to come to the bank to discuss it. (6) ______________
Phil: I’m afraid I’m rather tired up today. Would tomorrow be convenient for you?
Mr. Moore: Yes, that’s fine. Ten thirty?
Phil: Yes, ten thirty’s fine for me.
Mr. Moore: Well, thank you for ringing. (7) _____________
Phil: Goodbye.
Act out the dialogues with a partner.
Unit 4
Vocabulary
Ex.1.Use the following word combinations in sentences of your own.
To have the wrong number; to leave a message; to call back; to wait for the dialing tone; to wait at the receiver; to consult the telephone book; to reach smb at a certain number; to get through to smb; to make a call; to call smb.
Ex.2.Complete by using verbs and fit the word combinations into your own sentences:
1.… down the telephone number.
2.… up the telephone directory for …
3.… on the phone (passive)
4.… your friends up.
5.… to the phone (active and passive)
6.… a call through.
7.… up the telephone number in ….
| Useful tips Leaving a message on an answer phone It can be difficult to leave a message on an answer phone! You have to think quickly and speak clearly, and you have to pretend that you’re talking to a person, but of course you’re talking to a machine! How to leave a message on an answer phone: 4) introduce yourself →→→ Hello. This is…/ My name is… 5) give the day and time →→→ It’s three o’clock on Monday afternoon. 6) reason for phoning →→→ I’m ringing… to let you know that… to find out if… because I need… 7) request action →→→ Could you ring me back?/ Could you help me? 8) give your number →→→ My number is… You can get me on … I’m on 784 567 until five o’clock. 9) end→→→ Thanks a lot. Goodbye. |
On the phone
Ex.1.You are going to make six short phone calls and to leave messages on an answer phone. Here are the instructions before each one.
1. You are phoning: Delhi Railway Station.
Reason for call: You want to know the times of trains to Calcutta this afternoon.
2. You are phoning: NBK Air Conditioning Systems, sales department.
Reason for call: You want to order a system for an office 30m : 50m : 3m
3. You are phoning: The Taj Mahal Restaurant.
Reason for call: You want to book a table for four for tonight.
4. You are phoning: Kline Ferguson Inc.
Reason for call: You want to speak to Jeff Gomez.
5. You are phoning: The Surrey Post (newspaper), advertising department.
Reason for call: You want to place an advertisement in the business-to- business column.
6. You are phoning: Allied Webb Financial Services.
Reason for call: You want to know about their U.S. investment fund. Ask them to send you a brochure.
Ex.2.Use these words in the conversations below.
call back ring take a message no-one that there wrong(x2) this it’s
1. Hello.
Ø Hi. Is … Liz?
Yes, who’s that? I can hardly hear you.
Ø …. Debbie. I’m on my mobile.
2. Hello.
Ø Hello. Is Martin …, please?
I’m afraid he’s out. Can I …?
Ø No, don’t worry. I’ll … later.
3. Hello.
Ø Hi. … is David Peaty. Could I speak to Chris, please?
Oh, hello David. He’s not in yet. Shall I ask him to … you when he gets in?
4. Could I speak to Donald, please?
Ø I think you must have the … number. There’s … of that name here.
5. Hello, Peter Willis.
Ø Sorry, … number.
Act out the conversations with a partner.
Unit 5
Vocabulary
Ex.1.Choose the necessary prepositions or adverbs.
(about, for) He asked … the telephone number of the Foreign Department. The secretary asked … the time and the date that would suit me.
(on, up, to, for) He called me … to make arrangements for the next day. He said he wanted to call … me to discuss some urgent matter. He promised to call … me to take me out somewhere. Call your brother … the phone. There’s somebody on the line waiting to speak to him.
Ex.2.Insert the necessary prepositions or adverbs.
1. Is there anything more difficult than to speak … a foreign language … the telephone.
2. Don’t hang … the receiver. Hold …, please.
3. He let the telephone ring twice, then he picked … the receiver, and almost whispered his “Hello” … the mouthpiece.
4. “What has happened … the telephone?” “I think there is something wrong … the earpiece.”
5. He waited … the receiver … the number to be given to him.
6. What is the first word you speak … the telephone when you take … the receiver?
7. Thank you … calling.
8. Will you, please, put me … … the Chief of the Department, if he is available.
9. He is engaged … another line.
10. Can you put me … touch … the Secretary of the Committee?
11. You can get him … extension 1-03.
12. “You are wanted … the telephone, Kiev is … the line.”
13. I’m not sure if it suits you, but it’s perfectly all right … me.
| Useful tips In telephone conversations we often use the auxiliary verbwill (='ll) to express a quick decision or to make an offer or promise. -Sorry, the line is busy. - I'll phone back later. (Quick decision) -I'd like to speak to the manager. - I'll get him for you. (Offer) To ask for permission to do something or ask another person to do something we use could or can. Could is a little more polite than can. Can I call you back later? (Asking for permission) Could you repeat that, please? (Request) |
On the phone
Ex.1.Complete the sentences below using the following words:
catch called try again please someone message line back speak
1. Could I speak to … in the Marketing Department, please?
2. Could you ask Mr Green to call me …?
3. Could I speak to Alan Green, …?
4. Could I leave a …. For Suzanne Butler?
5. Could you tell him I ….?
6. Could you tell her I’ll call …. tomorrow?
7. Could you hold the … , please?
8. Could you …. again. I’m afraid it’s a rather bad line.
9. Could you … up? It’s a terrible line and I can hardly hear you.
10. Could you repeat the date please? I didn’t quite … it.
Ex.2.Complete these responses, then match them to the questions above:
see soon like wait hear ‘ll anyone get back course
a. Yes, I’ll tell him as … as he gets back.
b. Just a moment, I’ll … if he’s in his office.
c. Yes, of course. I’ll … him to call you as soon as he gets back.
d. Yes, of … It’s Tuesday, July 4th.
e. Certainly. I’ll see if there’s … there.
f. Yes, I … tell her.
g. Is that better? Can you … me now?
h. OK. I’ll call …
i. Yes, no problem. I’ll …
j. Yes, of course. What would you … me to tell her?
Practise the conversations with a partner.
Ex.3.Complete the following dialogues with the correct form of the verbs below. Use each verb once only.
make dial look it up call give leave answer
1. What time do you want me to pick you up this evening?
Ø I’m not sure. I … you on my mobile just before the train gets in.
2. … I … a phone call?
Ø Yes, of course. The phone’s in the hall.
3. What time shall we meet?
Ø I’m not sure yet. I … you a call later this evening.
4. I’ll phone later and give you Sally’s new address.
Ø I probably won’t be in, but you … a message.
5. Do you know what Jim’s number is?
Ø Yes, I … it for you.
6. Do you know Sarah’s number?
Ø No, I’m afraid I don’t. … you …….. in the phone book?
7. I’m in the bath. … you …the phone, please?
Unit 6.
Vocabulary
What are these words in your language?
to make arrangements to make an appointment with smb urgent to postpone
a schedule/to schedule to be tired up to keep an appointment to confirm to fit in to cancel
Ex.1.Complete the sentences using the words and phrases given above.
1. So your appointment is __________ for five. Should I ___________ it the day before?
2. I’ll get her ________. Hold on, please… When would you like to come?
3. I’m afraid, she’s _____________ tomorrow. Is your business __________? If so, perhaps we could _____ you ____ somewhere.
4. I would like ______________________with Mrs. Bentley.
5. If you have to __________ our appointment, please contact my assistant Peter, the same telephone number.
6. If you can’t come we’ll ______________ it until the end of the week.
7. I’ll do my best to ______________ the appointment.
On the telephone
Ex.1. Complete the conversation using the sentences (1-4) from the exercise above.
Making an appointment through a secretary
Secretary: Can I help you?
Mr. Stanley: Good morning. This is Robert Stanley speaking. (a)____________________________________________________________
Secretary: Oh, yes, Mr. Stanley. Good morning.
(b) ______________________________________________________________
Mr. Stanley: Tomorrow, if possible.
Secretary: (с) ___________________________________________________
Mr. Stanley: No, it isn’t that urgent. Is the day after tomorrow possible?
Secretary: What time is good for you?
Mr. Stanley: As late as possible in the afternoon.
Secretary: I’m sorry, but that afternoon is full too. How is Friday afternoon at four thirty?
Mr. Stanley: That’s fine, thank you. Oh no, let’s make it five, if possible.
Secretary: All right, sir. (d) __________________________________________
Mr. Stanley: No, it isn’t necessary. I’m looking forward to seeing Mrs. Bentley. Will you give her my best regards, please?
Secretary: Certainly, I will. Good-bye, Mr. Stanley.
Ex.2. Read the dialogues. Fill in the table with suitable sentences and questions from the dialogues. Memorize these sentences.