2020-04-20
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1. Why is it so hard to make calls in a foreign language?
2. What is the synonym of “hold on”?
3. When can a receptionist ask you to hold on?
4. When do you hang up or ring off?
5. What words should you use to sound polite?
6. Are short forms acceptable in a telephone conversation?
7. What phrases are advisable to use if you didn’t understand the person you are talking to?
Ex.18. Listen to the telephone conversations at www.bbc.co.uk.
| I
Michelle: | Hello, you've reached the marketing department. How can I help? | ||||
| Male: | Yes, can I speak to Rosalind Wilson, please? | ||||
| Michelle: | Who’s calling, please? | ||||
| Male: | It’sRichard Davies here. | ||||
| Michelle: | Certainly. Please hold and I’ll put you through. | ||||
| Male: | Thank you. | ||||
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| Michelle: | Hello, marketing. How can I help? | ||||
| Male: | Could I speak to Jason Roberts please? | ||||
| Michelle: | Certainly. Who shall I say is calling? | ||||
| Male: | My name’sMike Andrews. | ||||
| Michelle: | Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you... OK - I’ll put him through. Hang on a moment, I’m just putting you through.
II | ||||
| Claire: | Hello, finance department. | ||||
| Female: | Hello, can I speak to Adrian Hopwood, please? | ||||
| Claire: | I’m afraid he’s in a meeting at the moment. Can I help? | ||||
| Female: | No I need to talk to Mr. Hopwood, I think. What time will he be out of the meeting? | ||||
| Claire: | In about an hour. Can you call back later? | ||||
| Female: | Okay, I’ll do that. | ||||
| Claire: | Or can I take a message? | ||||
| Female: | Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back.
| ||||
| Claire: | Can I take your number, please? | ||||
| Female: | Yes, it’s 5556872. | ||||
| Claire: | 5556872. Okay, I’ll make sure he gets the message. | ||||
| Female: | Thanks very much for your help, bye! | ||||
| Claire: | Goodbye!
III | ||||
| Male: | Hello, this is the press office. | ||||
| Michelle: | Rachel Allsop please. | ||||
| Male: | I’m sorry, you must have the wrong number. There’s no-one of that name here. | ||||
| Michelle: | Oh. Can I check the number I’ve got…. is that not 5568790? | ||||
| Male: | No, it’s 5558790. | ||||
| Michelle: | Oh sorry about that. I must have dialled the wrong number. | ||||
| Male: | No problem! Bye! | ||||
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| Male: | Hello, press office, can I help you? | ||||
| Ruth: | Hello. Paul Richards, please. | ||||
| Male: | I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and put you through. In future his direct number is 5558770. | ||||
| Ruth: | Did I not dial that? | ||||
| Male: | No you rang 5558790. | ||||
| Ruth: | Oh, sorry to have troubled you. | ||||
| Male: | No problem. Hang on a moment and I’ll put you through to Paul’s extension. | ||||
| Ruth: | Thanks. | ||||
IV
| Michelle: | Mr Hibberd’s office! |
| Peter: | Hello, can I speak to Brian Hibberd, please? |
| Michelle: | I’m afraid he’s in a meeting until lunchtime. Can I take a message? |
| Peter: | Well, I’d like to arrange an appointment to see him, please. It’s Peter Jefferson here. |
| Michelle: | Could you hold on for a minute, Mr. Jefferson. I’ll just look in the diary. So when’s convenient for you? |
| Peter: | Some time next week if possible. I gather he’s away the following week. |
| Michelle: | Yes, that’s right, he’s on holiday for a fortnight. |
| Peter: | Well, I need to see him before he goes away. So would next Wednesday be okay? |
| Michelle: | Wednesday, let me see, he's out of the office all morning. But he's free in the afternoon, after about three. |
| Peter: | Three o'clock is difficult. But I could make itafter four. |
| Michelle: | So shall we say 4.15 next Wednesday, in Mr. Hibberd's office? |
| Peter: | Yes, that sounds fine. Thanks very much. |
| Michelle: | Okay, then. Bye. |
Ex.19. Choose one of the conversations and try to memorize it. Act out the conversation with your partner.
Ex.20. Study the phrases used in telephone conversations.
| Making calls | Receiving calls |
| Hello, this is John Brown, from Ford Motors. Could I (can I) speak to Mr. Clinton, please? It’s Mr.Johnson here. I’d like to speak to Mr.Clinton, please. Hello, Mr.Clinton, please. Could you put me through to (extension 924), please? Could you just tell him/her that I called? Could you ask him to call me back? Could I leave a message? I’m calling about…. I’m calling to enquire about… Sorry to have troubled you. I’d like to arrange an appointment to see him, please. Thank you. Thanks for your help. Goodbye. | Hello, marketing department, how can I help? Speaking. Who’s calling, please? Who shall I say is calling? Please, hold, I’ll put you through. Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you... OK - I’ll put him through. Hang on a moment, I’ll put you through. I’m afraid he’s in a meeting at the moment. Can I help? Can you call back later? Can I take a message? Can I take your number, please? I’m sorry, you must have the wrong number. I’ll just look in the diary. So when’s convenient for you? Would next Wednesday be okay? I could make it after four. Thank you for calling. Goodbye. |
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Sometimes you have to check information and you can say:
Sorry, I didn’t catch your name. Could you spell it, please.
Sorry, did you say 341 or 431?
Could you repeat that, please?
Could I just read that back to you?
Ex.21. Translate the conversation and act it out with your partner.
A.: Здравствуйте, это отдел кадров, чем могу помочь?
В.: Здравствуйте, могу я поговорить с Джеймсом Гудвилом?
А.: А кто его спрашивает?
В.: Меня зовут Майкл Маккинли. Я представитель корпорации «Форд».
А.: Боюсь, его сейчас нет в офисе. Вы не могли бы перезвонить позже? Он
вернется через час.
В.: А вы не могли бы передать ему, что я звонил. Попросите его позвонить
мне, как только он придет, это срочно.
А.: Конечно, можно я запишу ваш номер?
В.: 961 – 322 – 16.
А.: Давайте, я вам прочитаю номер: 961 – 322 – 16. Правильно?
В.: Да, спасибо.
А.: До свиданья.
В.: До свиданья, спасибо за помощь.
Ex.22. Role play.
1.You are at your local airport, but you have left your passport on your desk. Phone your colleague to explain the problem and ask him/her to bring your passport to the airport as soon as possible.
Points to consider:
Flight - departs in 4 hours
Where to meet - Check-in desk 5, Terminal 1
Where your passport is – next to your computer
2.You are going to travel to London for a meeting next week and you want to book a hotel room. Phone the hotel Holiday Inn to make a reservation. Pay by credit card.
Points to consider:
Number of nights – 2
Room – standard single, non-smoking
Credit card details – number 2356 981 7856 0853, expiry date - August 17, 2016
3.You bought a lap-top computer from an on-line retailer, but when it was delivered it was faulty. After receiving no response to your emails, call the company to discuss the situation.
Points to consider:
Express your dissatisfaction
Explain nature of problem
Demand refund
