Ask your partner the questions below.

1. Have you ever made phone calls in English?

2. When was the last time you made or received a phone call in English? How was it?

3. What do you find most difficult about telephoning in English?

4. What advice would you give to someone to help them telephone successfully?


Read the article and discuss the questions.

Fearless Telephone Talk.

Standard formulas in language invade many aspects of our lives, including the telephone, which seems to be one of the most challenging skills for the foreign speaker to master. Have you ever been in a situation in which - despite years of English study - you are terrified at the idea of making a simple phone call to an English-speaking person? You dont know what to say; you are afraid you may not be understood or that you might not understand. Fortunately, making phone calls is a learnable skill. Basic business phone language consists of constantly repeated expressions with little variations.

Opening a call.

Identifying yourself. Give your name, your company. This is Leo Pearson from Griffin Plc. Its Steve Ronson (from) AFS here.

Explaining the reason for the call. Im calling about I have a question about

Getting through to the right person.

Asking for the person. Could you put me through to your accounts department, please? Could I speak to Bob Little, please?

When the person isnt available. Oh, thats a pity. Ill try calling later. Can I leave a message for him/her? Can you ask him/her to call me back, please?

Taking a call.

Identifying yourself. HCE Ltd. Arno Mainer speaking. How can I help you?

Transferring a call. Can you hold the line, please? Ill put you through. The lines busy. Would you like to wait, or shall I ask him/her to call you back?

When the other person isnt available. Im afraid Ms Thompson is unavailable at the moment. Can I take a message? Would you like to leave a message for him/her? Would you like to call back later?

Ending the call. Thank you very much.- Youre welcome. Bye now./Goodbye.

Communication problems. I didnt catch that (last part). Could you repeat that, please? Can you speak up a bit, please? Could you speak a little more slowly, please? Could you spell that for me, please? This is a really bad line.


Role play.

1. Call Zorro Company. Give them your name, title, company and whom you are calling (the vice president of sales).

2. Call Ms. Parkers office and introduce yourself, then ask for information about her company, ABC Trading.

3. Tell the secretary you do not wish to hold the line any longer, youll call back later.




  1. A) Scan the text and fill in the table below.
  2. A. Listen to James describing his family situation and answer the questions.
  3. A. Make up short dialogues expressing your opinion, agreeing or disagreeing. Use the prompts given below.
  4. A. Read the additional texts with interesting facts about Canada and discuss this information with your partner.
  5. A. Sarah and Ken are having an argument. Read what Sarah says and complete the dialogue with Kens answers from the box below. Then try to guess his last answer.
  6. Add question-tags and give full answers to the questions.
  7. Agree with the statements of your partner.
  8. Agree with the statements of your partner.
  9. Agree with the statements of your partner.
  10. Answer the following questions
  11. Answer the following questions about the text.
  12. Answer the following questions about yourself, your friends and your ideas about friendship.

: 739

<== | ==>
How many executive managers and divisions does this organization have? | Speaking. Discuss this and present your opinions.

? google:


© studopedia.com.ua '.

: 0.002 .