VOCABULARY

Do these pairs of sentences mean the same thing or something different? Write (S) same or (D) different.

1. Speak up, please / Speak more loudly, please. ( )

2. Speak more slowly, please. / Please hold a moment. ( )

3. I didn’t catch that. / I couldn’t hear that. ( )

4. I can’t hear you I’m afraid. / I don’t understand what you mean. ( )

5. Can you read that back to me? / Can you take a message? ( )

6. Let me read that back to you. / Let me just check I’ve got that. ( )

7. Would you mind repeating that? / Can you call me back? ( )

8. Sorry, you’ve lost me. / I didn’t understand you, I’m afraid. ( )

8. Complete sentences 1-10 with these pairs of verbs. Don’t forget to put the verbs into the correct form!

be + speak get + read hear + try mean + know say + catch speak + hear speak + repeat spell + be understand + mind need + write

1. I’m not sure if I __________ . Would you ______________ repeating it?

2. Please _________ up. I can’t ____________ you very well.

3. Can you _____________ that again? I didn’t ____________ the last part.

4. Sorry, that __________ too fast for me. Can you __________more slowly?

5. Please ____________ your surname again so I can ____________ sure.

6. I’m sorry, I still don’t know what you __________ . Is there anyone in your office who _______ Italian?

7. I think I’ve __________ it but let me just ________ it back to you.

8. Sorry, I don’t __________ English very well. Can you ___________ it?

9. Perhaps you ___________ to email me, in case I didn’t _________ it down correctly.

10.I can’t ________ you properly. You’d better __________ calling again.

Complete these two calls with sentences (a-i) from the list below. Use each sentence once only.

Call1

A.:	May I help you?
B.:	_____________
A.:	I’m sorry, I think you have the wrong number. What number were you calling?
B.:	__________________________________________________________
A.:	No, this is 311 4240.
B.:	_________________
A.:	No problem. Goodbye.
B.:	___________________

Call 2

C.:	__________________________________________________________
D.:	Ah, yes, Mr Fernandez. It’s James Dale here again. I don’t know what happened there. We were cut off somehow, and now this is a terrible line…
C.:	__________________________________________________________
D.:	Oh, I’m sorry, I said we were cut off somehow, and now there’s lot of interference on this line. I think I’ll have to call you back.
C.:	__________________________________________________________
D.:	Interference? It just means there’s a lot of noise on the line so it isn’t very clear.
C.:	__________________________________________________________
D.:	I’m going to hang up and call you back. OK?
C.:	_____________________________________

a) OK.

b) Ah, I see. No, it isn’t very clear – I can hardly hear you.

c) Isn’t that 311 4249?

d) Goodbye.

e) I’m afraid you are speaking a bit too fast for me. Could you possibly speak a little slower, Mr Dale?

f) Could you please connect me with your Purchasing Officer, Mr Dean?

g) Inter… what? I’m sorry, I don’t know this word. What does it mean?

h) Fernandez.

i) Oh, excuse me, I do have the wrong number.

H 10. What would you say to the person you are speaking with on the phone in the following situations?

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