I. Complete this questionnaire about telephone habits
1. How many hours do you spend on the phone in a typical working day?
2. Do you make more calls, or receive more calls?
make receive
3. Which do you use most, a mobile or a landline?
mobile landline
4. How do you feel when answering the phone at work?
completely-relaxed
less comfortable than speaking face-to-face
anxious
5. How often do you make a phone call purely for pleasure?
often sometimes rarely never
6. How do you feel if you do not have your mobile phone with you?
relaxed a little uncomfortable very uncomfortable I always have it
Lexical exercises
Active vocabulary
I. What is the most appropriate answer?
1. Could I speak to Ms Johnson, please?
a. Hang up and I'll call you back.
b. Yes, I'll put you through.
c. No, I prefer to hang on, it's very important.
d. Yes, I'd like to speak to the person who deals with paying your suppliers, please.
2. Good afternoon. Can I help you?
a. Yes, I'd like to speak to the person who deals with paying your suppliers, please.
b. I'm afraid you seem to have the wrong number.
c. No, I prefer to hang on, it's very important.
d. Hang up and I'll call you back.
3. Is that Ojay and Simpson?
a. Well could you get him to call me back as soon as he gets in?
b. Yes, I'll put you through.
c. I'm afraid you seem to have the wrong number.
d. No, I prefer to hang on, it's very important.
4. I'm afraid he's out of the office and won't be back for an hour or so.
a. Well could you get him to call me back as soon as he gets in?
b. I'm afraid you seem to have the wrong number.
c. Hang up and I'll call you back.
d. Yes, I'll put you through.
I could get him to call you back in a few minutes.
a. Yes, I'll put you through.
b. I'm afraid you seem to have the wrong number.
c. Hang up and I'll call you back.
d. No, I prefer to hang on, it's very important.
6. There's a lot of noise on the line. Could you speak up?
a. Hang up and I'll call you back.
b. I'm afraid you seem to have the wrong number.
c. Yes, I'll put you through.
d. Well could you get him to call me back as soon as he gets in?
II.Lorna finally tries to get in touch with her husband at work. He works for a company called Butler and Crowmarch. Complete her conversation with the receptionist using the most appropriate expressions.
R: Yes/ Good morning. Butler and Crowmarch.
L: Could I/ I want to speak to Mr. Smith, please?
R: Certainly. Who is speaking/ who are you?
L: Mrs. Smith.
R: Wait/ Hold on, please and I’ll try to put you trough. Hello. He is not there/ I’m afraid he is out at the moment.
L: Oh. Do you know when he’ll/ When will he be back?
R: I am not sure. Would you like/ Do you wantme to ask his assistant?
L: Yes, please.
R: Right. Hold on a moment then, please. He’s busy till five/ I’m afraid Mr. Smith is in a meeting until five o’clock.
L: Oh, Okay. Can I/ Let meleave a message.
R: Certainly.
L: Tell him/ Could you tell him to phone me before he leaves the office? I want him to do some shopping.
R: No problem, Mrs. Smith. I’ll pass on the message.
L: Thank you. Goodbye.
III. Fill in the blanks in the dialogues:
1. A: ____
B: This is Mr. Polo from the Trading House. Could you put me through to Mr. Smirnov, please?
A: ______
B: When do you think he will be back?
A: ______
B: No thank you. I’ll phone him again then Goodbye.
2. A: ____
B: Could I speak to Mr. Smith, please?
A: _______
B: Yes. I’ll hold on.
A: _______
B: Yes, thank you. Good morning, Mr. Smith. This is Mr. Nichols.
3. A: Smith & Co. Can I help you?
B: _______
A: I’m afraid Mr. Smith is not in the office at the moment.
B: _______
A: Not until Monday morning, I’m afraid. Can I give him a message?
B: _______
A: Can I tell him who’s calling?
B: _______
IV. Put the dialogue in the right order
a. Speaking
b. Hi Tina
c. Thanks, Tina
d. I’ll do it now
e. of course
f. Did you get any message?
g. You’d like me to send directions to the office
h. Can I speak to Tina Star, please?
i. Yes, that’s right
j. Could you send them today?
k. Yes I did
l. See you soon