TelephoningTelephoningVocabulary TrainerVocabulary Trainer

Vocabulary BrainstormVocabulary Brainstorm

Match phrasesMatch phrases

1.1. wrong numberwrong number2.2. directorydirectory3.3. directory enquiresdirectory enquires4.4. off-peakoff-peak5.5. interferenceinterference6.6. engagedengaged7.7. long-distancelong-distance8.8. call-boxcall-box9.9. operatoroperator10.10.receiverreceiver11.11.ratesrates

a.a. busybusyb.b. public phone boxpublic phone boxc.c. person who helps you to make a person who helps you to make a

phone callphone calld.d. phone number you get by mistakephone number you get by mistakee.e. service you phone if you want to service you phone if you want to

find a phone numberfind a phone numberf.f. book of phone numbersbook of phone numbersg.g. very farvery farh.h. not so busy timenot so busy timei.i. bad soundbad soundj.j. prices, chargesprices, chargesk.k. part of the phone you speak into part of the phone you speak into

and listen toand listen to

Match phrasesMatch phrases

1.1. wrong numberwrong number2.2. directorydirectory3.3. directory enquiresdirectory enquires4.4. off-peakoff-peak5.5. interferenceinterference6.6. engagedengaged7.7. long-distancelong-distance8.8. call-boxcall-box9.9. operatoroperator10.10.receiverreceiver11.11.ratesrates

d. d. phone number you get by mistakephone number you get by mistake

f. f. book of phone numbersbook of phone numberse.e. service you phone if you want to service you phone if you want to

find a phone numberfind a phone numberh.h. not so busy timenot so busy time

i.i. bad soundbad sound

a. a. busybusy

g.g. very farvery far

b. b. public phone boxpublic phone boxc.c. person who helps you to make a person who helps you to make a

phone callphone callk.k. part of the phone you speak into part of the phone you speak into

and listen toand listen toj.j. prices, chargesprices, charges

Put the words in the correct space.Put the words in the correct space.Bill: Bill: Is this Jane?Is this Jane?Nell: Nell: This is 377 0211. There’s no one called Joan here.This is 377 0211. There’s no one called Joan here.Bill: Bill: Sorry, I must have the (a) ….. Oh, just a moment. I want Jane, not Sorry, I must have the (a) ….. Oh, just a moment. I want Jane, not

Joan.Joan.Nell: Nell: Oh sorry, yes. She’s here. Hold on a moment.Oh sorry, yes. She’s here. Hold on a moment.Jane: Jane: Hello, this is Jane.Hello, this is Jane.Bill: Bill: Hi, this is Bill. I tried to ring before, but the line was (b) …….…... Hi, this is Bill. I tried to ring before, but the line was (b) …….…... Jane: Jane: Yes, I was talking to my mother in Australia.Yes, I was talking to my mother in Australia.Bill: Bill: Oh, a (c) ………... call. Was it expensive? The (d) ………... are very Oh, a (c) ………... call. Was it expensive? The (d) ………... are very

high, aren’t they?high, aren’t they?Jane: Jane: Only if you go through the (e) ……………... . It’s quite cheap if you Only if you go through the (e) ……………... . It’s quite cheap if you

dial direct, especially if you phone during the (f) …………... period.dial direct, especially if you phone during the (f) …………... period.Bill: Bill: Was it a good line? Was it easy to hear?Was it a good line? Was it easy to hear?Jane: Jane: It usually is, but today there was a lot of (g) ………………... .It usually is, but today there was a lot of (g) ………………... .Bill: Bill: I need some help, Jane. I tried to look up Amy’s number in the (h) I need some help, Jane. I tried to look up Amy’s number in the (h)

…….. but I couldn’t find it.…….. but I couldn’t find it.Jane: Jane: I’m afraid I haven’t got it. Why don’t you call (i) …………….……..?I’m afraid I haven’t got it. Why don’t you call (i) …………….……..?Bill: Bill: I’m in the street, in a (j) …………. and I’ve got no more money.I’m in the street, in a (j) …………. and I’ve got no more money.Jane: Jane: But it’s free. You just pick up the (k) .…….. , then you dial 142.But it’s free. You just pick up the (k) .…….. , then you dial 142.Bill: Bill: Oh yes, how stupid!Oh yes, how stupid!

Put the words in the correct space.Put the words in the correct space.Bill: Bill: Is this Jane?Is this Jane?Nell: Nell: This is 377 0211. There’s no one called Joan here.This is 377 0211. There’s no one called Joan here.Bill: Bill: Sorry, I must have the (a) Sorry, I must have the (a) wrong numberwrong number. Oh, just a moment. I . Oh, just a moment. I

want Jane, not Joan.want Jane, not Joan.Nell: Nell: Oh sorry, yes. She’s here. Hold on a moment.Oh sorry, yes. She’s here. Hold on a moment.Jane: Jane: Hello, this is Jane.Hello, this is Jane.Bill: Bill: Hi, this is Bill. I tried to ring before, but the line was (b) Hi, this is Bill. I tried to ring before, but the line was (b) engagedengaged Jane: Jane: Yes, I was talking to my mother in Australia.Yes, I was talking to my mother in Australia.Bill: Bill: Oh, a (c) Oh, a (c) long-distancelong-distance call. Was it expensive? The (d) call. Was it expensive? The (d) ratesrates are are

very high, aren’t they?very high, aren’t they?Jane: Jane: Only if you go through the (e) Only if you go through the (e) operatoroperator . It’s quite cheap if you dial . It’s quite cheap if you dial

direct, especially if you phone during the (f) direct, especially if you phone during the (f) off-peakoff-peak period. period.Bill: Bill: Was it a good line? Was it easy to hear?Was it a good line? Was it easy to hear?Jane: Jane: It usually is, but today there was a lot of (g) It usually is, but today there was a lot of (g) interferenceinterference . .Bill: Bill: I need some help, Jane. I tried to look up Amy’s number in the (h) I need some help, Jane. I tried to look up Amy’s number in the (h)

directorydirectory but I couldn’t find it. but I couldn’t find it.Jane: Jane: I’m afraid I haven’t got it. Why don’t you call (i) I’m afraid I haven’t got it. Why don’t you call (i) directory enquiresdirectory enquires ? ?Bill: Bill: I’m in the street, in a (j) I’m in the street, in a (j) call-boxcall-box and I’ve got no more money. and I’ve got no more money.Jane: Jane: But it’s free. You just pick up the (k) But it’s free. You just pick up the (k) receiverreceiver , then you dial 142. , then you dial 142.Bill: Bill: Oh yes, how stupid! Oh yes, how stupid!

ActivityActivity

Look at the phrases. The speakers don’t use the correct Look at the phrases. The speakers don’t use the correct language for speaking on the phone. Make necessary language for speaking on the phone. Make necessary changes.changes.

A:A: Galaxy Computers.Galaxy Computers.B: B: I want to speak to Harris.I want to speak to Harris.A: A: Who are you?Who are you?B: B: Johnson.Johnson.A: A: Who? Repeat your name!Who? Repeat your name!B: B: Michael Johnson.Michael Johnson.A: A: The line is engaged. Want to wait?The line is engaged. Want to wait?B: B: No. Tell him I called.No. Tell him I called.A: A: Right.Right.

ActivityActivityA:A: Galaxy Computers.Galaxy Computers.

Good morning. Galaxy Computers. How can I help you?Good morning. Galaxy Computers. How can I help you?B: B: I want to speak to Harris.I want to speak to Harris.

Could I speak to Mr Harris, please?Could I speak to Mr Harris, please?A: A: Who are you?Who are you?

Who’s calling, please?Who’s calling, please?B: B: Johnson.Johnson.

This isThis is Michael Johnson speaking.Michael Johnson speaking.A: A: Who? Repeat your name!Who? Repeat your name!

I’m sorry, I didn’t catch that. Could you repeat your name, please?I’m sorry, I didn’t catch that. Could you repeat your name, please?B: B: Michael Johnson.Michael Johnson.

My name is Michael Johnson.My name is Michael Johnson.A: A: The line is engaged. Want to wait?The line is engaged. Want to wait?

I’m sorry, the line is engaged. Will you hold?I’m sorry, the line is engaged. Will you hold?B: B: No. Tell him I called.No. Tell him I called.

No, thanks. Could you tell him, I called?No, thanks. Could you tell him, I called?A: A: Right.Right.

Certainly, Mr Johnson.Certainly, Mr Johnson.

Activity: Practice with your partnerActivity: Practice with your partner

A:A: Good morning. Galaxy Computers. How can I help Good morning. Galaxy Computers. How can I help you?you?

B: B: Could I speak to Mr / Mrs / Ms / Miss Could I speak to Mr / Mrs / Ms / Miss (imagine a (imagine a name)name), please?, please?

A: A: Who’s calling, please?Who’s calling, please?B: B: This isThis is (use your real name) (use your real name) speaking speaking..A: A: I’m sorry, I didn’t catch that. Could you repeat your I’m sorry, I didn’t catch that. Could you repeat your

name, please?name, please?B: B: My name is My name is (use your real name)(use your real name)..A: A: I’m sorry, the line is engaged. Will you hold?I’m sorry, the line is engaged. Will you hold?B: B: No, thanks. Could you tell him I called?No, thanks. Could you tell him I called?A: A: Certainly, Mr / Mrs / Ms / Miss Certainly, Mr / Mrs / Ms / Miss (use your partner’s (use your partner’s

name)name)..

Give English equivalentsGive English equivalents

Match synonymsMatch synonyms

1.1. The line is busy.The line is busy.2.2. Will you hold?Will you hold?3.3. I’ll put you through.I’ll put you through.4.4. A code.A code.5.5. An extension number.An extension number.6.6. Who’s calling please?Who’s calling please?7.7. Hold on.Hold on.8.8. This is …This is …9.9. Go ahead.Go ahead.10.10. Anything elseAnything else??

a.a. I’ll connect you.I’ll connect you.b.b. One moment.One moment.c.c. An office number.An office number.d.d. Could I have your name?Could I have your name?e.e. I’m ready.I’m ready.f.f. The line is engaged.The line is engaged.g.g. A country or area A country or area nnumber.umber.h.h. Is that all?Is that all?i.i. Can you wait?Can you wait?j.j. … … speaking.speaking.

Match synonymsMatch synonyms

1.1. The line is busy.The line is busy.2.2. Will you hold?Will you hold?3.3. I’ll put you through.I’ll put you through.4.4. A code.A code.5.5. An extension number.An extension number.6.6. Who’s calling please?Who’s calling please?7.7. Hold on.Hold on.8.8. This is …This is …9.9. Go ahead.Go ahead.10.10. Anything elseAnything else??

f.f. The line is engaged.The line is engaged.i.i. Can you wait? Can you wait? a.a. I’ll connect you.I’ll connect you.g.g. A country or area A country or area nnumber.umber.c. c. An office number.An office number.d. d. Could I have your name?Could I have your name?b.b. One moment. One moment. j. j. … speaking. … speaking. e.e. I’m ready.I’m ready.h. h. Is that all?Is that all?

Match phrases with the situationsMatch phrases with the situations

Useful PhrasesUseful Phrases Answering the phone Answering the phone

Good morning/afternoon/evening, York Good morning/afternoon/evening, York Enterprises, Elizabeth Jones speaking.Enterprises, Elizabeth Jones speaking.

Introducing yourselfIntroducing yourself

This is Paul Smith speaking. This is Paul Smith speaking. Hello, this is Paul Smith from Hello, this is Paul Smith from ABCABC International. International.

Asking who is on the telephoneAsking who is on the telephoneExcuse me, who is this?Excuse me, who is this?Can I ask who is calling, please?Can I ask who is calling, please?

Useful PhrasesUseful Phrases Asking for someoneAsking for someone

Can I have extension 321? Can I have extension 321? Could I speak to...? Could I speak to...? I'd like to speak to John Martin, please. I'd like to speak to John Martin, please. Could you put me through to John Martin, please? Could you put me through to John Martin, please? Could I speak to someone who …Could I speak to someone who … Can I … Can I … (more informal)(more informal) / May I / May I (more formal)(more formal)Is Jack in? Is Jack in? (informal idiom meaning: (informal idiom meaning: Is Jack in the Is Jack in the

office?)office?)

Useful PhrasesUseful Phrases Connecting someoneConnecting someone

One moment, please. I'll see if Mr Jones is One moment, please. I'll see if Mr Jones is availableavailable.. I'll put you through.I'll put you through.I'm connecting you now.I'm connecting you now.Can you hold the line?Can you hold the line?

Can you hold on a moment?Can you hold on a moment?

Useful PhrasesUseful Phrases How to reply when someone is not availableHow to reply when someone is not available

I'm afraid Mr Jackson is not available at the I'm afraid Mr Jackson is not available at the moment. moment.

Mr Jackson isn't in.Mr Jackson isn't in.Mr Jackson is out at the moment. Mr Jackson is out at the moment.

I'm sorry, he's in a meeting at the moment. I'm sorry, he's in a meeting at the moment. The line is busy.The line is busy.I'm afraid he's on another line at the moment.I'm afraid he's on another line at the moment.

Useful PhrasesUseful Phrases Taking a messageTaking a message

Could (Can / May) I take a message? Could (Can / May) I take a message? Could (Can / May) I tell him who is calling?Could (Can / May) I tell him who is calling?WWould you like to leave a message? ould you like to leave a message? I'll tell Mr Jones that you called I'll tell Mr Jones that you called I'll ask him/her to call you as soon as I'll ask him/her to call you as soon as possible.possible.

Useful PhrasesUseful Phrases

ProblemsProblems

I'm sorry, I don't understand. Could you repeat I'm sorry, I don't understand. Could you repeat that, please? that, please?

I'm sorry, I can't hear you very well. Could you I'm sorry, I can't hear you very well. Could you speak up a little, please? speak up a little, please?

I'm afraid you've got the wrong number. I'm afraid you've got the wrong number.

I've tried to get through several times but it's I've tried to get through several times but it's always engaged. always engaged.

Could you spell that, please?Could you spell that, please?

Listen and complete the missing Listen and complete the missing phrases phrases (IC Pre-int. 3(IC Pre-int. 3, , CD1T11CD1T11, , CD1T12CD1T12))

A/ A/ A: A: Can I have Can I have extensionextension 305, please? 305, please? B: B: I’m afraid the line I’m afraid the line is engagedis engaged. . WillWill you you

hold?hold?

B/ B/ A:A: Could I Could I just check thatjust check that? You need 50 ? You need 50 units by Friday, and Mr Johansson can units by Friday, and Mr Johansson can contact you on 943694726.contact you on 943694726.

B: B: Yes, that’s correct.Yes, that’s correct.A: A: Right, Mr Smith. I’ll Right, Mr Smith. I’ll give him the give him the

messagemessage as soon as he’s free.as soon as he’s free.

Listen and complete the missing Listen and complete the missing phrases phrases (IC Pre-int. 3(IC Pre-int. 3, , CD1T13CD1T13, , CD1T14CD1T14))

C/ C/ A: A: … it really isn’t good enough.… it really isn’t good enough. B: B: Yes, Mr Wright. I understand what you’re Yes, Mr Wright. I understand what you’re

saying and saying and I apologise forI apologise for the error. As the error. As soon as Mr Downs is back I’ll ask him to soon as Mr Downs is back I’ll ask him to

get get in contact with you. in contact with you. I’m really sorryI’m really sorry about about this.this.

A: A: Right, thank you. I realise it’s not your fault.Right, thank you. I realise it’s not your fault.

D/ D/ A:A: Could I have the Sales Department, Could I have the Sales Department, please?please?

B: B: One moment, please. Just One moment, please. Just putting you putting you throughthrough now. now.

Listen and complete the missing Listen and complete the missing phrases phrases (IC Pre-int. 3(IC Pre-int. 3, , CD1T15CD1T15, , CD1T16CD1T16))

E/ E/ A: A: Shonagh Clark speaking.Shonagh Clark speaking. B:B: Hello, I’m Hello, I’m phoning aboutphoning about your letter of your letter of

12th June.12th June.

F/ F/ A:A: This is Jorgen Bode here. Could IThis is Jorgen Bode here. Could I speak to speak to Jean Simmons, please?Jean Simmons, please?

B: B: Oh, I’m sorry, Mr Bode, but MsOh, I’m sorry, Mr Bode, but Ms Simmons Simmons isn’t isn’t in the officein the office right now. Can I ask her right now. Can I ask her to call to call you back? Or I can you back? Or I can contact her contact her on heron her mobilemobile if it’s urgent if it’s urgent..

Spelling Spelling (Business Objectives)(Business Objectives)

1.1. HISKETTHISKETT

2.2. LJUBLJANALJUBLJANA

3.3. GYGYӦӦRR

4.4. CAIPIRINHACAIPIRINHA

5.5. DHANIN SERIBURIDHANIN SERIBURI

PutPut this jumbled conversation in the correct order this jumbled conversation in the correct orderA: A: Good morning. IKI Industries. How may I help you?Good morning. IKI Industries. How may I help you? B: B: Hello. My name’s Jill Forsythe. I’d like to speak to Katie Hello. My name’s Jill Forsythe. I’d like to speak to Katie

Chapman, please.Chapman, please.A: A: Sorry, I didn’t quite catch that.Sorry, I didn’t quite catch that.B: B: Jill Forsythe and I’d like to speak to Katie Chapman.Jill Forsythe and I’d like to speak to Katie Chapman.A: A: Hold the line, please. I’ll see if she’s in.Hold the line, please. I’ll see if she’s in.C: C: (pause)(pause) Hello. Katie Chapman speaking.Hello. Katie Chapman speaking.B: B: Hello, this is Jill.Hello, this is Jill.C: C: Hi, Jill. How are you doing?Hi, Jill. How are you doing?B: B: Fine, thanks. And you?Fine, thanks. And you?C: C: OK. Busy as usual.OK. Busy as usual. B: B: I’m just ringing to find out if you’ve received the copies of the I’m just ringing to find out if you’ve received the copies of the

contract.contract.C: C: Yeah, they came this morning but I haven’t signed them yet.Yeah, they came this morning but I haven’t signed them yet.B: B: OK, there’s no rush.OK, there’s no rush.C: C: I’ll sign them this afternoon and send them back to you.I’ll sign them this afternoon and send them back to you.B: B: Great. Thanks a lot.Great. Thanks a lot.

Write down Write down

the phone numbers the phone numbers

andand

decipher the wordsdecipher the words

Write down the phone numbers and Write down the phone numbers and decipher the wordsdecipher the words

26668642284662666864228466

COMMUNICATIONCOMMUNICATION 24288372428837

CHATTERCHATTER 746418663746418663

RING-TONERING-TONE 867674478422833867674478422833

UNSOPHISTICATEDUNSOPHISTICATED

Are you a mobile phone bore?Are you a mobile phone bore?

Do you drive with a phone in your hand?Do you drive with a phone in your hand? Do you speak loudly?Do you speak loudly? Do you use loud and annoying ring-tones?Do you use loud and annoying ring-tones? Do you make private calls in public?Do you make private calls in public? Do you leave your phone on all the time?Do you leave your phone on all the time? Do you talk about confidential matters in Do you talk about confidential matters in

public?public?

Mobile phone extrasMobile phone extras

a cameraa camera a MP3 playera MP3 player a memory card / a memory card slota memory card / a memory card slot a note pada note pad a remindera reminder a PC connection a PC connection a currency convertera currency converter headphonesheadphones WiFiWiFi

You and your mobileYou and your mobile

Ex. 3Ex. 3

a/ a/ FalseFalse

b/ Trueb/ True

c/ Truec/ True

d/ Falsed/ False

You and your mobileYou and your mobile

Ex. 5 Ex. 5 communicationcommunicationcommunicatecommunicateentertainmententertainment entertainentertainconnectionconnection connectconnectpreferencepreference preferpreferchoicechoice choosechooseuseuse useuseinformation information informinform

You and your mobileYou and your mobile

Ex. 6Ex. 6

a/ a/ communicatecommunicate

b/ b/ useuse

c/ c/ connectionconnection

d/ d/ preferprefer

e/ e/ choicechoice

f/ f/ informationinformation

Interactive ExercisesInteractive Exercises

The Business Pre-int. The Business Pre-int. DVD DVD VideoVideo

In Company Pre-int. In Company Pre-int. DVDDVDGrammar & VocabularyGrammar & Vocabulary Telephone Talk Telephone Talk

BibliographyBibliography

1.1. Bradley J., Clarke S.: Bradley J., Clarke S.: Business Objectives PairworkBusiness Objectives Pairwork. Oxford: . Oxford: Oxford University Press, 1997.Oxford University Press, 1997.

2.2. Hollett, V.: Hollett, V.: Business ObjectivesBusiness Objectives. Oxford: Oxford University Press, . Oxford: Oxford University Press, 1996. 1996.

3.3. Powell M., Clarke S.: Powell M., Clarke S.: In Company Pre-intermediateIn Company Pre-intermediate. Oxford: . Oxford: Macmillan Education, 2009.Macmillan Education, 2009.

4.4. Thomas B. J.: Thomas B. J.: Elementary VocabularyElementary Vocabulary. Walton-on-Thames: Nelson . Walton-on-Thames: Nelson and Sons Ltd, 1990.and Sons Ltd, 1990.