Making Contact by Phone Task 1. Answer The Questions

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MAKING CONTACT BY PHONE
Task 1. Answer the questions.
 How often do you make phone calls in English?

 Who do you usually speak English to on the phone? Are they native or non-native speakers
of English?
 What do you find most difficult about telephoning in English?
Task 2. Read the dialogues. Which phrases can be used to:
 Say who you are

_______________________________________________________________
 Say who you want to speak to
_______________________________________________________________
 Put a caller to another person
_______________________________________________________________
 Say you will call again later
_______________________________________________________________
 Take a message
_______________________________________________________________
 Ask a caller to wait
_______________________________________________________________
 Say a person is not available
_______________________________________________________________
1.
- Can I speak to Jim White, please?
- Hold the line, please.
2.
- May I have a word with John, please?
- Just a moment. I’ll just see if he is in.
3.
- This is Ellen Woodward. Could I talk to Jill Brown, please?
- Hang on a moment. I’ll put you through.
4.
- Sorry, Mr. White is out. Can I take a message?
- It’s Tom Hay here. Would you ask him to call back?
5.
- I’m afraid Mr. White is at the meeting.
- This is Jill Bakers. Would you tell him I rang?
6.
- Sorry, Mr. Bell is not here. But he’ll be back soon.
- Oh, never mind. I’ll call again later.
- OK.
7.
- Sorry, Mrs. Green’s been in, but she went out again. I expect her any minute. Could I take a
message?
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8.
- Can I have your name, please?
- Thwaites.
- Sorry, would you spell it?
- OK. T-H-W-A-I-T-E-S.
9.
- Can I have your number, please?
- It’s 148-75-76.
Task 3. Read the following sentences:

I’m afraid Mr Black is in a meeting.
I’m sorry, but Mr Black is in a meeting.
Discuss in pairs what role I’m afraid and I’m sorry play in the sentences.
Task 4. Are the following sentences polite? Correct them if necessary:

1. - Can I talk to Mr White?
- He is not here.
2. - Would you like to leave a message?
- No, I’ll call back later.
3. - Can I talk to Jamie Smithson?
- He is on a business trip.
Task 5. Work in pairs. What advice would you give someone to help telephone successfully?
Make a list.
Task 6. Read the text. Compare your advice with those given in the text.
12 Steps for Successful Telephoning

STEP 1: Answer promptly. Never keep a caller waiting. When answering, give the firm’s name and
then your own name.
STEP 2: Speak clearly.
STEP 3: Say it with a smile. When you smile, your voice sounds more relaxed and friendly.
STEP 4: Use the company's preferred greeting, if there is one. If not, state the name of the business.
STEP 5: Be polite and responsive, giving the caller your full attention. Remember that at that
moment, you're the company's representative.
STEP 6: Be as helpful as possible, even if it's not exactly your job to answer the phone.
STEP 7: Learn how to use the phone's features smoothly.
STEP 8: Listen actively. Ask questions. Don‘t be afraid to ask a caller to repeat something
STEP 9: Ask permission first if you must put the caller on hold: "Would you mind holding for one
minute?" Don't leave the caller waiting. Ask them periodically if they'd like to continue to hold, call
back or leave a message.
STEP 10: Transfer the caller to someone who can help, if you can't.
STEP 11: Take a good message, if applicable, and pass it on to the recipient.
STEP 12: Thank the caller.
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Task 7. Solving problems.

Often when we telephone we have to deal with communication problems. Match the problems
with the phrases which help solve the problems:
1. The caller is speaking too quietly a) Sorry, could you spell that for me, please?
2. You want the person to say something b) Can you repeat it, please?
again
3. The caller is speaking too fast c) Sorry, I think you have the wrong number.
4. The person called doesn’t know how to d) Sorry, I didn’t catch that.
write a word
5. The phone itself doesn’t work properly e) Sorry, this is a bad line.
6. The caller has called someone by mistake f) Can you speak louder, please? I can’t hear
you.
7. The person called didn’t understand what g) Can you speak slower, please? I can’t follow
the caller said you.
Answers: 1 ………., 2 ………., 3 ………., 4 ………., 5 ………., 6 ………., 7 ……….
TELEPHONE MESSAGES
Joan Atkinson is managing director of Atkinson Berkley Productions. They make publicity films,
documentaries and television commercials. Richard Matthews is Public Relations Manager of
Vector Petroleum in London. Sharon is his secretary.
Task 8. What do we know about Joan, Richard and Sharon? Write it down below.
Joan Atkinson:
Company ………………….
Job…………………………
Richard Matthews:
Company…………………
Job……………………….
Sharon:
Company…………………
Job……………………….
Task 9. Read the dialogue and fill in the missing details in the form below. The secretary will
give it to Richard.
Joan: Can I speak to Richard Matthews, please?
Sharon: I’m afraid he’s at the meeting at the moment. Can I take a message?
Joan: It’s Joan Atkinson here. I wonder if he could call me back when he is free.
Sharon: Yes. Can I have your number, please?
Joan: Yes. I think he’s got my number. But I’ll give it to you anyway. It’s 402-64-19.
Sharon: Can I ask what it’s about?
Joan: Yes. It’s about the North Sea Oil film. He must know what it’s about.
Sharon: OK. Then that’s fine.
Joan: Thank you very much. Bye.
Sharon: Bye.
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Telephone message
Date……………..
Time…………….
For………………
Name…………………………
Phone number………………..
Subject………………………..
Action required……………….
Task 10. Work in pairs. Discuss which of the following advice you find useful:
1. Never write in complete sentences.
2. Use abbreviations.
3. Use the words like because, therefore, but, and to indicate relations between ideas.
4. Don’t use so many abbreviations that your notes are meaningless later.
5. Use the dash (–). It is the most useful punctuation mark in note-taking.
6. Use a lot of space – then you can expand your notes later.
7. Use the layout: paragraphs, headings and underlining to make the meaning clear.
Task 11. Telephone information

Jim: Hi, I was looking for a telephone number and couldn’t find it in the directory.
Operator: Is it a business or residence?
Jim: A residence.
Operator: What’s the name, please?
Jim: Tom Gibs.
Operator: How do you spell that?
Jim: G as in Gloria, I as in Inga, B as in Betty, S as in Sam.
Operator: Do you know the street?
Jim: Yes. The address is 60 Queen Street.
Operator: The number is 763-58-72.
Jim: Can I call direct for a collect call?
Operator: Yes, you can just dial 0 and then the number.
Jim: Thank you.
Additional words and expressions
Public telephone Telefonas automatas

Telephone kiosk Telefono būdelė
The line is busy/engaged /occupied Užimta
The line is dead Linija sugedusi
The line is clear Linija laisva
Telephone charges / bill Mokestis už telefono pokalbius
Malfunction in a telephone Telefono gedimas
Pick / take up the receiver Paimti ragelį
Ring off/ hang up Padėti ragelį
Hold the line/ wire Nedėkite ragelio.
I’d like to place a long-distance / a trunk call Norėčiau užsisakyti tarpmiestinį pokalbį
There’s no answer Neatsako
Dial a number Surinkti numerį
STD code Tarpmiestinis telefono kodas
Is the place on STD? Ar galima rinkti numerį tiesiogiai?
I’m not listed (in the directory) Mano numerio nėra abonentų knygoje

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1

MAKING CONTACT BY PHONE

Task 1. Answer the questions.

 How often do you make phone calls in English?

Task 2. Read the dialogues. Which phrases can be used to:

 Say who you are

Task 3. Read the following sentences:

Task 4. Are the following sentences polite? Correct them if necessary:

12 Steps for Successful Telephoning

Task 7. Solving problems.

Answers: 1 ………., 2 ………., 3 ………., 4 ………., 5 ………., 6 ………., 7 ……….

Task 11. Telephone information

Additional words and expressions

Public telephone Telefonas automatas

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