Unit13on the phone

13.1. Listening Development

Assignment 1. You will hear different types of telephone calls. Listen and match the calls you hear with the types of calls in the list below (one is extra). Listen again and put down the expressions the callers are using and details of information

Contact call: getting in touch with a business contact Information call: calling to get information Voice mail call: calling and leaving a message on a machine Appointment call: contacting a business to arrange a meeting/appointment	Call 1. …
	Call 2. …
	Call 3. …
	Call 4. …

Assignment 2. Telephone: Connecting

1) Imagine you are calling a company and want to speak to someone who works there. Can you think of any phrases you might use, or that you might hear? Put down these phrases.

2) Now listen to two conversations. In the first conversation Richard Davies is calling the marketing department of a company and wants to be put through to Rosalind Wilson. In the second conversation Mike Andrews wants to talk to Jason Roberts in the marketing department. As you listen, see if you can hear some of the phrases typically used while speaking on the phone. Fill in the gaps.

1

M i c h e l l e. Hello, you've reached the marketing department. How ____________?

M a l e. Yes can _____________ Rosalind Wilson, please?

M i c h e l l e. Who’s __________________?

M a l e. It’s Richard Davies here.

M i c h e l l e. Certainly.  Please ________ and ________________________.

M a l e. Thank you.

2

M i c h e l l e. Hello, marketing.  ___________________________?

M a l e. __________________________________________?

M i c h e l l e. Certainly. ______________________________?

M a l e. My name’s Mike Andrews.

M i c h e l l e. ________________ – I’ll see ___________. Hello, Jason, ________________________________ ... OK – I’ll put him through. _____________________________, I’m just putting you through.

Assignment 3. Telephone Messages

Imagine you work as a receptionist and you receive a call for someone who isn't there. What might the caller say, and what would you say in reply? After you've thought of some phrases, see the keys for some more ideas.

Now listen to a telephone conversation between the finance department of a company and Jennifer McAndrews. Jennifer wants to talk to Adrian Hopwood but he's not available so she has to leave a message. As you listen, see if you can hear the exact wording of the suggested ideas.

Check your understanding by reading the scripts below.

C l a i r e. Hello, finance department

F e m a l e. Hello, _____________________________(=I’d like to talk to) Adrian Hopwood, please?

C l a i r e. I’m ____________(=sorry to say he’s) in a meeting at the moment. ______________________________(=Can I be of any assistance?)

F e m a l e. No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting?

C l a i r e. In about an hour. _______________________(=Can you give another call later?)

F e m a l e. Okay, I’ll do that.

C l a i r e. Or ___________________________ (=can I give him a message?)

F e m a l e. Actually, would you mind? ______________________ (=Please, let him know that) Jennifer McAndrews called and that I’m in the office all day if he could call me back.

C l a i r e. Can ______________________ (I have your number), please?

F e m a l e. Yes, it’s 5556872.

C l a i r e. 5556872.  Okay, __________________________(=I’ll see that he gets the message.)

F e m a l e. Thanks very much for your help, bye!

C l a i r e. Goodbye!