Practice:

To complete these tasks remember to get the level of politeness and friendliness right!

1. Discussion Questions:

How often do you have to speak on the phone in English?

Do you find it difficult? If so, why?

Are telephone conversations in English part of your job? Will they be part of your job in the future?

Are work calls in English easier or more difficult than other calls in English?

2. CollaborativeWriting:

Write one line of a telephone conversation, then pass the paper clockwise to the next student, who writes the next line, and so on until the conversations are complete. Afterwards, perform the conversations in pairs for the class.

3. Telephone Roleplay:

Student A acts the part of the caller, and Student B answers the phone. Student B gets a secret card with one of three instructions on it: ‘be too informal’, ‘use the correct level of formality’, or ‘be too formal’. The students roleplay a conversation, and afterwards try to guess which instruction Student B was given and say if his style and manners are appropriate.

4. Telephoning Quizzes:

a) Connecting (Choose the one correct answer)

1. When you telephone a company the person answering the phone may ask you a question. Which is the correct question?

A. Who’s calling please?

B. Who calls?

C. Who it is?

D. Who called?

2. Which phrase means the same as ‘hang on a moment?’

A. Just a second

B. I’ll put you on

C. Go ahead

D. I’m ready

3. Choose the correct word: “Please ……. and I’ll put you through.”

A. stop

B. stay

C. talk

D. hold

4. What is the expression used to connect two people on the telephone?

A. I’m sending you through

B. I’m putting you through

C. I’m calling you through

D. I’m talking you through

b) Messages (Finish the sentence by choosing the correct words and writing them into the empty boxes).

1. He’s not in his office at the moment, take / can / your / message / I / a / please ?

2. She’ll be back in the office this afternoon, later / call / can / back / you / soon / message?

3. – Can I speak to June Wilkinson please?

– meeting / afraid / I’m / she’s / a / in / at / on.

4. – Could you ask him to ring me back please? My number is 020 7558 4567.

– message / I’ll / sure / make / OK / gets / he / the / an / on

c) Wrong number (Choose the correct word to complete the sentence).

1. You ______ have the wrong number.

A. should

B. would

C. must

D. can

2. His _______ number is 998922.

A. straight

B. direct

C. certain

D. sure

3. I'm ________ to have troubled you.

A. upset

B. apologise

C. sorry

D. sad

4. I'm sorry, you've _______ the wrong number.

A. got

B. had

C. have

D. put

d) Appointments (Finish the sentence with the correct phrase).

1. I’d like to ___________ an appointment

A. arrange

B. have

C. do

D. save

2. I could ________ it after four

A. take

B. fake

C. get

D. make

3. Let’s meet next Wednesday… shall we _____ 4.15?

A. arrange

B. say

C. suggest

D. see

4. Would next _________ be OK?

A. day

B. morning

C. week

D. afternoon

e) Ordering (Finish the sentence with the correct phrase).

1. I’d like to ___________ about flights.

A. find

B. enquire

C. question you

D. tell me

2. Tax is $50 on ________ of that.

A. plus

B. end

C. bottom

D. top

3. I’d like to book a hotel room ___________.

A. proficiently

B. provisionally

C. professionally

D. prescriptively

4. I’ll call you back later to ___________.

A. speak

B. assure

C. confirm

D. certify