Учебно-методическое пособие для студентов минск 2010 ббк утверждено на заседании

Answer these questions about the business call below

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түрі	Учебно-методическое пособие

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2. Study the following phrases and improve the conversation above.
3. Work in pairs. Role play this telephone call. Use phrases from the Useful Language box above.
Student B

Skills

Business Telephoning

1. Answer these questions about the business call below.

1. Is the conversation grammatically correct?

2. Is the conversation appropriate?

3. How can you improve it?

Person receiving the call	Caller
Yes?	Give me Donna Weston.
She's not here.	Well, take a message. It's Eva Wartanowicz. Tell her to phone me back later this afternoon.
What's your name again?	Wartanowicz.
OK. And your number?	It's 01863 483 2189.
OK. I'll tell her.	Bye.
Bye.

2. Study the following phrases and improve the conversation above.

Useful language

Answering the phone

Hello, John Waite speaking.

Good morning, Datatech Ltd.

Making contact

I'd like to speak to Zofia Janik.

Could/Can I speak to Zofia Janik, please?

Could I have the sales department, please?

Can you put me through to extension 123, please?

Extension 123, please.

Messages

Would you like to leave a

message?

May I ask what it's about?

Can I leave a message?

Could you tell Julio Blanco that...?

Could you ask Julio Blanco to call me back? My number's.....
Identifying yourself

This is/My name's/It's Julio Blanco.

Showing understanding

Right.

OK. That's fine.
Ending a call

Thanks for your help. Goodbye.

Thanks for calling.

Making excuses

I'm sorry he's in a meeting

I'm afraid she's not available.

I'm afraid he isn't at his desk.

I'm afraid she is on another line.

Sorry to keep you waiting.

I'm afraid the line's busy/engaged.

I'm sorry, but there's no reply.

Stating your purpose

I'm calling about your invoice.

I'm returning his call.

The reason I'm calling is ....

I'm calling to confirm.....

Checking

Is that a good/convenient time to call?

Could you spell that?

Can I read that back to you?

Sorry, I didn't catch that, could you say that again?

Asking for information

Could I have your name?

Can I ask who's calling?

Who's calling please?

Which company are you calling from?

Can I take your name?

Promising actions

I'll make sure he gets the message.

I'll tell her when she gets back.

I'll ask him/her to call you.

Saying telephone numbers

Say numbers separate. Pause between groups. Say oh for 0 in the UK. Say zero for 0 in the USA.

access code country code area code number

00 44 174 845 921

double oh / double four / one seven four / eight four five nine two one

zero zero (AmE)

Spelling names

If you want to spell a name, you can say, for example, 'A for Alpha', 'B as in Bravo', etc.

You may also need these expressions.

capital A

dash or hyphen (-)

small a

slash (/)

all one word

dot (.)

new word/line

at (@)

3. Work in pairs. Role play this telephone call. Use phrases from the Useful Language box above.

A Personnel Manager calls the Reception Manager of the Belvedere Hotel to confirm a reservation for a Swedish visitor.

Read your role cards then make the call.

Student A

Reception Manager

You are the Reception Manager of the Belvedere Hotel. You will receive a call from someone confirming a hotel reservation. Note the caller's name, company and telephone number. Note also the name of the guest and all other details concerning the booking e.g. how the caller will pay, and any special requirements of the guest. Your restaurant closes at 10 pm each evening, but other restaurants in the area stay open later. You do not normally hold a room later than 8 pm, as in the past several guests have failed to arrive.

Student B

Personnel Manager

You are a Personnel Manager of a publishing company. Your telephone number is 01753 320492, extension 1209. Call the Belvedere Hotel to confirm a reservation for your overseas visitor, Malin Johansen for 3 nights from Friday 22 April – Sunday 24 April. She will be arriving late on Friday (approximately 11.30 pm), so ask the hotel to hold the room for her until that time. She may also want to have a late meal at the hotel. However, she will not require breakfast or any other meals. She will want coffee-making facilities in her room, a fax machine and a safe for keeping valuables. You will pay the accommodation with your Visa Card, № 4209 1802 3853 8620.

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