I. What you would say in these situations.

Example: You are the manager. The phone rings and you pick it up. The caller asks “Is that the manager? ” What do you say?

a. Your female colleague is off work as she has just had a baby. What do you say to the caller who wants to speak to her?

b. You are in a meeting and you receive a call on your mobile phone. You cannot speak. What do you say?

c. Leave a message on your colleague’s voicemail. Say that you called and ask him or her to call back when she or he gets the message.

d. You don’t catch the caller’s name. Ask him to spell it.

e. A colleague phones to let you know her hotel number but you can’t hear her very well. You are not sure whether it is fifteen or fifty. What do you say?

II. Practice telephone conversations with your partner:

a.You telephone and ask to speak to John. He is out.

You do not want to leave a message but will call back later.

b. You telephone your partner. Your partner answers the phone. You want to know if he is doing anything on Saturday morning because you would like him to come swimming with you. Say when and where to meet.

c. A client calls your office and asks to speak to one of your colleagues. Your colleague is not in the office.

d. You are late for a meeting with a client. The client is waiting for you in your office.

Lesson 2. Making telephone calls

Warm up

I. Complete this questionnaire about telephone habits.

1. How many hours do you spend on the phone in a typical working day?

2. Do you make more calls, or receive more calls?

make receive

3. Which do you use most, a mobile or a landline?

mobile landline

4. How do you feel when answering the phone at work?

completely-relaxed

less comfortable than speaking face-to-face

anxious

5. How often do you make a phone call purely for pleasure?

often sometimes rarely never

6. How do you feel if you do not have your mobile phone with you?

relaxed a little uncomfortable very uncomfortable I always have it

Lexical exercises

Active vocabulary

I. What is the most appropriate answer?

Could I speak to Ms Johnson, please?

a. Hang up and I'll call you back.

b. Yes, I'll put you through.

c. No, I prefer to hang on, it's very important.

d. Yes, I'd like to speak to the person who deals with paying your suppliers, please.

Good afternoon. Can I help you?

a. Yes, I'd like to speak to the person who deals with paying your suppliers, please.

b. I'm afraid you seem to have the wrong number.

c. No, I prefer to hang on, it's very important.

d. Hang up and I'll call you back.

Is that Ojay and Simpson?

a. Well could you get him to call me back as soon as he gets in?

b. Yes, I'll put you through.

c. I'm afraid you seem to have the wrong number.

d. No, I prefer to hang on, it's very important.

I'm afraid he's out of the office and won't be back for an hour or so.

a. Well could you get him to call me back as soon as he gets in?

b. I'm afraid you seem to have the wrong number.

c. Hang up and I'll call you back.

d. Yes, I'll put you through.

I could get him to call you back in a few minutes.

a. Yes, I'll put you through.

b. I'm afraid you seem to have the wrong number.

c. Hang up and I'll call you back.

d. No, I prefer to hang on, it's very important.

There's a lot of noise on the line. Could you speak up?

a. Hang up and I'll call you back.

b. I'm afraid you seem to have the wrong number.

c. Yes, I'll put you through.

d. Well could you get him to call me back as soon as he gets in?

II.Lorna finally tries to get in touch with her husband at work. He works for a company called Butler and Crowmarch. Complete her conversation with the receptionist using the most appropriate expressions.

R: Yes/ Good morning. Butler and Crowmarch.

L: Could I/ I want to speak to Mr. Smith, please?

R: Certainly. Who is speaking/ who are you?

L: Mrs. Smith.

R: Wait/ Hold on, please and I’ll try to put you trough. Hello. He is not there/ I’m afraid he is out at the moment.

L: Oh. Do you know when he’ll/ When will he be back?

R: I am not sure. Would you like/ Do you wantme to ask his assistant?

L: Yes, please.

R: Right. Hold on a moment then, please. He’s busy till five/ I’m afraid Mr. Smith is in a meeting until five o’clock.

L: Oh, Okay. Can I/ Let meleave a message.

R: Certainly.

L: Tell him/ Could you tell him to phone me before he leaves the office? I want him to do some shopping.

R: No problem, Mrs. Smith. I’ll pass on the message.

L: Thank you. Goodbye.

III. Fill in the blanks in the dialogues:

1. A: ____

B: This is Mr. Polo from the Trading House. Could you put me through to Mr. Smirnov, please?

A: ______

B: When do you think he will be back?

A: ______

B: No thank you. I’ll phone him again then Goodbye.

2. A: ____

B: Could I speak to Mr. Smith, please?

A: _______

B: Yes. I’ll hold on.

A: _______

B: Yes, thank you. Good morning, Mr. Smith. This is Mr. Nichols.

3. A: Smith & Co. Can I help you?

B: _______

A: I’m afraid Mr. Smith is not in the office at the moment.

B: _______

A: Not until Monday morning, I’m afraid. Can I give him a message?

B: _______

A: Can I tell him who’s calling?

B: _______

IV. Put the dialogue in the right order

a. Speaking

b. Hi Tina

c. Thanks, Tina

d. I’ll do it now

e. of course

f. Did you get any message?

g. You’d like me to send directions to the office

h. Can I speak to Tina Star, please?

i. Yes, that’s right

j. Could you send them today?

k. Yes I did

l. See you soon

V. Use the words in the box below to complete the conversation.

hold can could here put just hang calling can in

Michelle: Hello, you've reached the marketing department. How 1. __________ I help?

Male: Yes, can I speak to Rosalind Wilson, please?

Michelle: Who’s 2. ________please?

Male: It’s Richard Davies 3. ______.

Michelle: Certainly. Please 4. ________ and I’ll 5. ________you through.

Male: Thank you.

Michelle: Hello, marketing. How 6. ________I help?

Male: 7. __________I speak to Jason Roberts please?

Michelle: Certainly. Who shall I say is calling?

Male: My name’s Mike Andrews.

Michelle: 8. ________ a second - I’ll see if he’s 9. ________. Hello, Jason, I’ve got

Mike Andrews on the phone for you... OK - I’ll put him through.

10. _______________ on a moment, I’m just putting you through.

VI. Fill in the blanks using the following words:

after, call back, calling, hold the line, in, moment, reach, see, appointment, confirm, problems, pager, troubled, available.

1. Hello, who’s that___?

2. Just a ______, please.

3. I’ll ____ if he is here.

4. I’ll get information you want; _______, please.

5. You asked me to___ when I was in town again.

6. Sorry, he is not______________ at the moment.

7. You can__him any evening_______six o’clock.

8. Sorry to have___you.

9. He isn’t in the office at the moment. But I can try to find him on the______

10. I haven’t got the new number. Shall I call___________________inquiries?

11. Now I can ______ the arrangement we made.

12. There have been some_________ lately, but I think we’ll soon solve them.

13. Can we make another __________ for the next week, then?

Reading

I. Scan the text and find out why a father doesn’t want to buy a mobile phone for his twelve-year-old son. Why do you think he does not want his son to have a phone? Discuss with a partner.

The “latest thing”

Every five minutes my children ask me for the “latest thing”. They tell me that all their friends have it already and they can’t live without it. Our house is full of Game Boys, Play Station CDs and million other “latest things”.

But, the one “latest thing” we have refused to buy is a mobile phone. Our twelve-year-old wants one, and we’ve said “no”. He says he’ll only use it for texting and he really needs it for emergencies.

We don’t want him to have a mobile phone, because they may be bad for children health. Unfortunately, when I say, “I don’t want you to have a mobile phone, because you might get a brain tumour”, he tell me that he doesn’t mind.

Why do twelve-year-old boys only want things that are bad for them? We’ve already told him that he can’t listen to Rap music-the words are disgusting. And I’ve said not to beer with his meals. Right now, I’m saying no to everything.

Then a few weeks ago he asked for something called a BB gun. He says everybody’s got one. Of course they have. He shows me a website full of them and tells me it only fires plastic pellets. Finally, I say yes. I can’t believe I’ve said no to phones and yes to guns.

In October our son becomes a teenager, and I pray that research will find that mobile phones are safe– even better, that they make young people less moody-and more interested in personal hygiene. Until then, I’m saying no.

Daily Mail

Reading comprehension

I. Read the text once again and find in the text English equivalents for the following Russian phrases.

новинка, отказать в чем-либо, отправлять SMS, чрезвычайные ситуации, безопасный, опухоль головного мозга, научные исследования.

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