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Recap
1© Aptech Training Ltd. FZE
Recap
In the previous lesson you learnt to:
• Explain the meaning of PR using appropriat...
Telephoning - 2
For Aptech Centre Use Only
At the end of this lesson you will be able to:
• Further practise telephoning phrasal verbs
• Check the status of an order...
Fill in the gaps in the following dialogue. There may be more than one answer suitable
for some questions.
1. Caller: Hell...
Fill in the gaps in the following dialogue. There may be more than one answer suitable
for some questions.
5. Chairperson:...
Fill in the gaps in the following dialogue. There may be more than one answer suitable
for some questions.
8. Voice mail: ...
Answers
1. put you through
2. hang on/hold on
3. call back/ring back
4. hang up
5. switch off
6. call/back
7. pick up
8. g...
Listening Skills
• Listen to Francoise and Paul talk about the delivery of goods.
• As you are listening consider the foll...
Listening Skills
Answers
1. How does Francoise find information about the order?
_________________________________________...
1. How do we know that Paul and Francoise have worked together before?
___________________________________________________...
4. How many parts was the order divided into?
_____________________________________________________________
5. Do we know ...
Answers
1. Francoise says “Oh hi Paul, It’s been a while. How are you?”
2. Ship and lorry
3. Port (ship), haulage (lorry)
...
Look at the following definitions and find the matching words in the text.
13© Aptech Training Ltd. FZE
Vocabulary
1. a bi...
Look at the following definitions and find the matching words in the text.
14© Aptech Training Ltd. FZE
Vocabulary
7. to p...
Answers
15© Aptech Training Ltd. FZE
Vocabulary
1. a big building where large amounts of goods are stored warehouse
2. to ...
Answers
16© Aptech Training Ltd. FZE
Vocabulary
7. to prepare for something set up (phr v)
8. to check something for a sec...
Look at the following. With your partner discuss the meaning.
1. I can’t afford for it to be any later.
__________________...
How anxious do you think Paul is?
• Paul: Oh, all is well, business is busy, but I do have a bit of a problem with the Duf...
Answers
• Paul: Oh, all is well, business is busy, but I do have a bit of a problem with the Dufour
delivery.
How could yo...
Paul: Hi Francoise, Paul Smith of Kingston here.
What other ways could Paul have introduced himself? Make a sentence with ...
Now try and work out alternative ways of saying the following with the words given:
Francoise: Ok, hang on a moment; I’ll ...
Francoise: OK, I can see what’s going on now.
e. what/see/I/now/happening/is/can.
________________________________________...
Answers
a. Francoise? Hiya, Paul here calling from Kingston.
b. Let me just check that on the system.
c. I’ll just have a ...
Speaking Skills
24© Aptech Training Ltd. FZE
Speaking
You are going to practise responses similar to the ones in 20.1.1.
U...
Speaking Skills
25© Aptech Training Ltd. FZE
Exercise
• With your partner talk about a good experience and a bad experienc...
• Now look at the worksheet.
• On one side is unhelpful
telephone language.
• With your partner, can you
make it better?
2...
With your partner take turns to be the caller and the customer services adviser. Use the new
language from 20.2.2.
• A new...
28© Aptech Training Ltd. FZE
Test Your Knowledge
1. Identify the sentences that are appropriate for use on the telephone
i...
29© Aptech Training Ltd. FZE
Test Your Knowledge
1. Answers
Sr. no. Statement
1 Hang on one second.
2 May I speak with Mr ...
30© Aptech Training Ltd. FZE
Test Your Knowledge
2. Match the phrasal verbs with their meaning.
Sr. no. Phrasal Verb Meani...
31© Aptech Training Ltd. FZE
Test Your Knowledge
2. Answers
Sr. no. Phrasal Verb Meaning
1 Hang up
To end a conversation b...
32© Aptech Training Ltd. FZE
In a Nutshell…
In this lesson you learnt to:
• Further practise telephoning phrasal verbs
• C...
33
Thank You
© Aptech Training Ltd. FZE
For Aptech Centre Use Only
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Ae bc ppt20

  1. 1. Recap 1© Aptech Training Ltd. FZE Recap In the previous lesson you learnt to: • Explain the meaning of PR using appropriate vocabulary • Design a PR campaign for a business or celebrity • Use modal verbs of obligation in the present and past • Listen and understand the key points of a lecture on PR For Aptech Centre Use Only
  2. 2. Telephoning - 2 For Aptech Centre Use Only
  3. 3. At the end of this lesson you will be able to: • Further practise telephoning phrasal verbs • Check the status of an order on the telephone • Complain about a delivery on the telephone 3© Aptech Training Ltd. FZE Learning Objectives For Aptech Centre Use Only
  4. 4. Fill in the gaps in the following dialogue. There may be more than one answer suitable for some questions. 1. Caller: Hello. Could I speak to Lucia Rodriguez, please? Receptionist: She’s not in the office at the moment. Can I _________________ to her voice mail? Caller: Yes, thank you. 2. Caller: Could I speak to Emma, please? Emma’s mother: Sure _________________ a second and I’ll get her. 3. Answerphone: We are sorry but the office is closed for staff training. To talk to a member of staff please _________________ after 3 PM. 4. Mother: Magdalena, could you ___________________? Dinners ready. Daughter: Okay, mom. 4© Aptech Training Ltd. FZE Review For Aptech Centre Use Only
  5. 5. Fill in the gaps in the following dialogue. There may be more than one answer suitable for some questions. 5. Chairperson: I would appreciate if everyone would ___________________ their mobiles for the duration of the meeting. 6. Caller: Hi, this is Mohamed Malak. Could I speak to John Steed please? Receptionist: I’m sorry. He’s not in at the moment. Can I take a message? Caller: Yes, could you ask him to ______________ me ______________ when he gets in? It’s urgent. Receptionist: Certainly. 7. Voice mail: Hi, you’ve reached Josh Wills in Accounting. I will be out of the office until July 2nd but will _________________ my messages while I’m away. So please leave yours at the sound of the tone. Thanks and have a great day! 5© Aptech Training Ltd. FZE Review For Aptech Centre Use Only
  6. 6. Fill in the gaps in the following dialogue. There may be more than one answer suitable for some questions. 8. Voice mail: You’ve reached Julia and Ben. We’re not available to take your call right now, but if you leave a message, we’ll __________________ to you as soon as we can. Thanks. 9. Caller: I can’t ____________________. The line is always busy. 6© Aptech Training Ltd. FZE Review For Aptech Centre Use Only
  7. 7. Answers 1. put you through 2. hang on/hold on 3. call back/ring back 4. hang up 5. switch off 6. call/back 7. pick up 8. get back 9. get through 7© Aptech Training Ltd. FZE Review For Aptech Centre Use Only
  8. 8. Listening Skills • Listen to Francoise and Paul talk about the delivery of goods. • As you are listening consider the following. 1. How does Francoise find information about the order? _______________________________________________________ 2. Where are the undelivered goods? _______________________________________________________ 3. What will Francoise do to stop the problem from happening again? _______________________________________________________ 8© Aptech Training Ltd. FZE Listening For Aptech Centre Use Only
  9. 9. Listening Skills Answers 1. How does Francoise find information about the order? _______________________________________________________ 2. Where are the undelivered goods? _______________________________________________________ 3. What will Francoise do to stop the problem from happening again? _______________________________________________________ _______________________________________________________ 9© Aptech Training Ltd. FZE Listening Finds the order on her computer. Central warehouse in Portsmouth. She will make sure that their future orders are consolidated at their port warehouse before shipping. For Aptech Centre Use Only
  10. 10. 1. How do we know that Paul and Francoise have worked together before? _____________________________________________________________ 2. What means of transport are being used to transport the shipment between the factory and the Portsmouth warehouse? _____________________________________________________________ 3. What evidence do you have to support your answer of 2? _____________________________________________________________ 10© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  11. 11. 4. How many parts was the order divided into? _____________________________________________________________ 5. Do we know if they were of equal size? How do we know this? _____________________________________________________________ 6. Why does Paul need the shipment to arrive soon? _____________________________________________________________ 11© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  12. 12. Answers 1. Francoise says “Oh hi Paul, It’s been a while. How are you?” 2. Ship and lorry 3. Port (ship), haulage (lorry) 4. The order was split into two shipments 5. This information not given 6. He is planning to distribute nationwide on Saturday 12© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  13. 13. Look at the following definitions and find the matching words in the text. 13© Aptech Training Ltd. FZE Vocabulary 1. a big building where large amounts of goods are stored 2. to open a document 3. used as a polite way of asking someone to be patient while you do or finish something 4. an amount of goods carried on a ship, plane, train, or truck 5. to follow 6. the activity or process of moving someone or something from one place to another For Aptech Centre Use Only
  14. 14. Look at the following definitions and find the matching words in the text. 14© Aptech Training Ltd. FZE Vocabulary 7. to prepare for something 8. to check something for a second time so that you are certain it is right 9. a business of carrying goods by road or railway, 10.headquarters, the central office 11.to combine several small things, into one large unit For Aptech Centre Use Only
  15. 15. Answers 15© Aptech Training Ltd. FZE Vocabulary 1. a big building where large amounts of goods are stored warehouse 2. to open a document pull up (phr v) 3. used as a polite way of asking someone to be patient while you do or finish something bear with me 4. an amount of goods carried on a ship, plane, train, or truck shipments 5. to follow track (v) 6. the activity or process of moving someone or something from one place to another in transit For Aptech Centre Use Only
  16. 16. Answers 16© Aptech Training Ltd. FZE Vocabulary 7. to prepare for something set up (phr v) 8. to check something for a second time so that you are certain it is right to double check 9. a business of carrying goods by road or railway, Haulage company 10.headquarters, the central office H.Q 11.to combine several small things, into one large unit consolidate (v) For Aptech Centre Use Only
  17. 17. Look at the following. With your partner discuss the meaning. 1. I can’t afford for it to be any later. _________________________________________________________________ 2. Much appreciated. I won’t be able to sit down until it arrives. __________________________________________________________________ 17© Aptech Training Ltd. FZE Vocabulary For Aptech Centre Use Only
  18. 18. How anxious do you think Paul is? • Paul: Oh, all is well, business is busy, but I do have a bit of a problem with the Dufour delivery. How could you rewrite it to make it sound more urgent? ________________________________________________________________ • Paul: Would you mind just double checking that it will definitely be here tomorrow? Here Paul’s use of indirect language makes it more polite. How could you rewrite it to sound more urgent? How could you rewrite it to be direct and less polite? ________________________________________________________________ ________________________________________________________________ 18© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  19. 19. Answers • Paul: Oh, all is well, business is busy, but I do have a bit of a problem with the Dufour delivery. How could you rewrite it to make it sound more urgent? ________________________________________________________________ • Paul: Would you mind just double checking that it will definitely be here tomorrow? Here Paul’s use of indirect language makes it more polite. How could you rewrite it to sound more urgent? How could you rewrite it to be direct and less polite? ________________________________________________________________ ________________________________________________________________ 19© Aptech Training Ltd. FZE Exercise I have a real problem with the Dufour delivery. Would it be possible for you to double check that now? I’m quite worried. Please double check that. For Aptech Centre Use Only
  20. 20. Paul: Hi Francoise, Paul Smith of Kingston here. What other ways could Paul have introduced himself? Make a sentence with the following: a. here/Paul/Kingston/Francoise?/calling/hiya,/from ___________________________________________________________________ 20© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  21. 21. Now try and work out alternative ways of saying the following with the words given: Francoise: Ok, hang on a moment; I’ll just pull up the order on the screen… b. check/the/just/system/that/me/on/let. ___________________________________________________________________ c. on/just/have/the/a/you/look/I’ll/computer/for ___________________________________________________________________ d. and/find/on/sec,/hold/I’ll/out/a/try. ___________________________________________________________________ 21© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  22. 22. Francoise: OK, I can see what’s going on now. e. what/see/I/now/happening/is/can. ___________________________________________________________________ f. OK/right/gone/has understand/I/on/what. ___________________________________________________________________ Francoise: If you can hold on a minute I’ll track the second shipment. g. a/check/while/shipment/moment/Please/I/the/wait ___________________________________________________________________ 22© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  23. 23. Answers a. Francoise? Hiya, Paul here calling from Kingston. b. Let me just check that on the system. c. I’ll just have a look on the computer for you. d. Hold on a sec, I’ll try and find out. e. I can see what is happening now. f. Right, Ok I understand what has gone on. g. Please wait a moment while I check the shipment. 23© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  24. 24. Speaking Skills 24© Aptech Training Ltd. FZE Speaking You are going to practise responses similar to the ones in 20.1.1. Use the language given in this unit so far. Example: Cue: Can you please check what is happening with the delivery? It’s getting quite late and I need it before closing time. Response: Ok, please just hold the line, I’ll pull it up on my screen and have a look. Student A and B look for your cues in the Materials and Transcripts section of the LG. For Aptech Centre Use Only
  25. 25. Speaking Skills 25© Aptech Training Ltd. FZE Exercise • With your partner talk about a good experience and a bad experience when reporting a problem on the phone. What do you think good customer care means? • Imagine you are running a customer care training course. Decide with your partner what are the five most important things you would teach your students? _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________For Aptech Centre Use Only
  26. 26. • Now look at the worksheet. • On one side is unhelpful telephone language. • With your partner, can you make it better? 26© Aptech Training Ltd. FZE Exercise For Aptech Centre Use Only
  27. 27. With your partner take turns to be the caller and the customer services adviser. Use the new language from 20.2.2. • A new customer complains about a delayed order on an item that is urgent. • Your item was delivered but you were out. They just left it outside your door with a note. It was stolen. • You checked your invoice for an item bought on the internet. You have been overcharged. • At a local shop the staff were rude and unfriendly and the shop manager was unreceptive to your complaint. • You have rung customer care before about one of the above complaints. You were to be rung back. No one has contacted you. 27© Aptech Training Ltd. FZE Activity For Aptech Centre Use Only
  28. 28. 28© Aptech Training Ltd. FZE Test Your Knowledge 1. Identify the sentences that are appropriate for use on the telephone in a work context. Sr. no. Statement 1 Hang on one second. 2 May I speak with Mr Green, please? 3 Please hold and I'll put you through to her office. 4 Is George in? 5 Good Morning. How may I help you? For Aptech Centre Use Only
  29. 29. 29© Aptech Training Ltd. FZE Test Your Knowledge 1. Answers Sr. no. Statement 1 Hang on one second. 2 May I speak with Mr Green, please? 3 Please hold and I'll put you through to her office. 4 Is George in? 5 Good Morning. How may I help you? For Aptech Centre Use Only
  30. 30. 30© Aptech Training Ltd. FZE Test Your Knowledge 2. Match the phrasal verbs with their meaning. Sr. no. Phrasal Verb Meaning 1 Hang up To connect to someone by telephone. 2 Put through To return someone's call. 3 Hang on To succeed in speaking to someone on the telephone. 4 Call back To end a conversation by putting down the receiver. 5 Get through To ask someone to wait for a short period of time.For Aptech Centre Use Only
  31. 31. 31© Aptech Training Ltd. FZE Test Your Knowledge 2. Answers Sr. no. Phrasal Verb Meaning 1 Hang up To end a conversation by putting down the receiver. 2 Put through To connect to someone by telephone. 3 Hang on To ask someone to wait for a short period of time. 4 Call back To return someone's call. 5 Get through To succeed in speaking to someone on the telephone.For Aptech Centre Use Only
  32. 32. 32© Aptech Training Ltd. FZE In a Nutshell… In this lesson you learnt to: • Further practise telephoning phrasal verbs • Check the status of an order on the telephone • Complain about a delivery on the telephone For Aptech Centre Use Only
  33. 33. 33 Thank You © Aptech Training Ltd. FZE For Aptech Centre Use Only

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