Ae bc ppt08

Recap
1© Aptech Training Ltd. FZE
Recap
In the previous lesson you learnt to:
• Identify and describe different management styles using a range
of appropriate language
• Use defining relative clauses to explain the function/role of people
and things
• Read an article critically and explain his/her own reaction to it
For Aptech Centre Use Only

Telephoning - 1

At the end of this lesson you will be able to:
• Ask to speak to someone, leave a message, make an
appointment and cancel an appointment on the telephone
• Practise the pronunciation of telephoning phrasal verbs and
expressions
Learning Objectives

Telephone Etiquette
• A lot of people find it difficult to make phone calls in English
– and that's understandable.
• At time the person you are talking to might be unclear, and
you might find it difficult to find the right words.
• One thing you can do to improve your telephone skills is to
learn some of the phrasal verbs that are commonly used in
telephone conversations.

Speaking Skills
Exercise
• With your partner discuss how often you make telephone (phone) calls in English.
• What kind of calls do you dislike making?
• What types of calls are easier for you to make?
• Tell your partner about a time that you had a bad phone
call when using English.
• Why do you think it was so difficult for you?

Exercise
• Match the phrasal verb to the correct definition.
• Some phrasal verbs have the same meaning as each other.
• Refer to 8.1.2 given in the LG.

Exercise
Answers
1. E/G/L
2. E/G/L
3. H
4. I
5. C/F/K
6. D
7. A
8. B
9. C/F/K
10. E/G/L
11. J
12. M
13. C/F/K

Listening Skills
Listen to the pronunciation of these paying attention to strong/weak forms. As
you listen mark the stress on the words.
Listening
Hold on
/həʊld 'ɒn/
1. Can you hold on please?
/kənjə/
hang on
/hæŋ’ɒn /
2. Hang on for a moment please
ring (somebody) up
/rɪŋ’ʌp/
3. I had to ring the bank up
/hæ tə/
I had to ring up the bank

• With your partner 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?
• Now look at the examples. Add more that you can think of.
Connecting to Someone

Listening Skills
• Listen to the following dialogue paying particular attention to the
pronunciation.
• Highlight any expressions from 8.2.
• With your partner practise the dialogue, paying attention to pronunciation.
Listening

• Another thing to think about when talking on the telephone is formality and politeness.
• While talking in business context you should use could, can, may
or would when you make a request:
– May I speak to john Davis, please?
– Can I take a message?
– Would next Wednesday be okay?
Telephoning Tips

• You should also use please and thank you or thanks very much whenever you ask for, or
receive, help or information.
– No problem, bye!
– Hang on a moment and I'll just put you through
• Finally, if you don’t understand, some useful phrases are:
– Could you repeat that, please?
– Could you speak a little more slowly, please?
– Would you mind spelling that for me please?
– Could you speak up please?
• You could always say that the line's very bad today if you can't hear very well.
Telephoning Tips

Listening Skills
Use the phrasal verbs from 8.1.2 and the expressions from 8.2. With your partner
write similar dialogues using the cards below.
Practise your dialogues with your partner. When you do this make sure you sit back
to back so that you can hear but not see your partner.
Exercise
Mrs Sheila King calling
Blue! Mobile services
wanting to speak to
someone in accounts.
Mr Andy David calling
Middlesex University
wanting to speak to Jane
Smith in Admissions
Alex Romanov wanting
to speak to the IT
department in Orange
Computing.

Imagine you work as a receptionist and you receive a call for someone who isn't there. What
phrases might the caller say, and what would you say in reply?
Look at the examples. Who says what? Mark each phrase as caller (C) or receptionist (R).
Leaving a Message

Answers
Leaving a Message
Can I speak to …….. please C Can I help? R
Could I speak to …….. please? C I’m afraid ……… is in a meeting R
I’m sorry ………… is out of the office at the moment R
Can you call back later? R Can I take a message? R
I’ll get ……….. to call you back R
Do you know what time ……. Will be back? C Is it possible for you to call back later? R
Could I leave a message? C Could you tell ………… that ………. C
May I take your name and number? R

Listening Skills
pronunciation.
Listening

Listening Skills
Once again, imagine you are making a telephone call. This time you are arranging an
appointment to see someone. What phrases might you use or hear?
Now look at the examples. Who says what? Mark each phrase as caller (C) or
receptionist (R).
Making an Appointment

Listening Skills
Answers
Making an Appointment
I’ll just check for you…. R
I can’t make ……. C
How about 5 PM this coming Tuesday? R Would 3:30 PM this afternoon be OK for you? R
I would like to make an appointment with ……… C
I’m sorry no one is available then R I’m afraid that is not possible R
That would be great R Can I make an appointment to …….. C
I’ll just look in the diary R
Is next Wednesday at 4:30 PM convenient? R

Listening Skills
pronunciation.
Listening

You can cancel an appointment as follows:
• Unfortunately, due to some unforeseen business, I will be unable to keep our appointment
for tomorrow afternoon.
• Would it be possible to arrange another time later in the week?
• I’m afraid that I have to cancel our meeting on Wednesday, as something unexpected has
come up.
• You know we were going to meet next Friday? Well, I'm very sorry, but something urgent
has come up.
• I'm afraid that I'm not going to be able to meet you after all. Can we fix another time?
Which is less formal?
Cancelling an Appointment

Answers
• Unfortunately, due to some unforeseen business, I will be unable to keep our appointment
for tomorrow afternoon.
• Would it be possible to arrange another time later in the week?
• I’m afraid that I have to cancel our meeting on Wednesday, as something unexpected has
come up.
• You know we were going to meet next Friday? Well, I'm very sorry, but something
urgent has come up.
• I'm afraid that I'm not going to be able to meet you after all. Can we fix another time?
Cancelling an Appointment

Look at the cards and role play the conversations.
Student A you are the caller. Student B you are the employee working in a call centre.
Making an appointment
Role-play
Prof Henderson: You are making a dentist
appointment.
You have toothache. You must see someone
very soon.
Any dentist is fine but you would prefer Dr
Hendrick.
Receptionist: You work in a busy dentist’s
surgery.
All appointments are booked up.
Dr Hendrick is very busy but you have a new
dentist with some free appointments next week.
For very urgent cases there are some
emergency appointments available this week.
Student A Student B

Look at the cards and role play the conversations.
Cancelling an appointment
Role-play
Prof Henderson:
You need to cancel your appointment with the
dentist as you need to fly to a conference.
You want to make a new appointment as soon as
you return.
You still have toothache.
You want Dr Hendrick
Try and get an emergency appointment.
Receptionist.
The Professor keeps cancelling his
appointments. You know he is not an
emergency.
Dr Hedrick is fully booked for 2 months but the
new dentist can see him.
Rearrange his appointment but don’t give him
an emergency appointment.
Student A Student B

Test Your Knowledge
Statements
1 Hello?
2 Hey when is the meeting planned?
3 I would like to know your extension number.
4 I regret the inconvenience caused.
5 Hi there!
1. Which of these are appropriate to use on the telephone in a
business context?

Test Your Knowledge
1. Answers
Statements
1 Hello?
2 Hey when is the meeting planned?
3 I would like to know your extension number.
4 I regret the inconvenience caused.
5 Hi there!

Test Your Knowledge
Statements
1 I want to speak to Hamid.
2 Yes?
3 Good evening. How may I help you?
4 She’s nipped out for a bit.
5 I’m afraid I can’t help you with that.
1. Which of these are inappropriate to use on the telephone in a
business context?

Test Your Knowledge
2. Answers
Statements
1 I want to speak to Hamid.
2 Yes?
3 Good evening. How may I help you?
4 She’s nipped out for a bit.
5 I’m afraid I can’t help you with that.

In a Nutshell…
In this lesson you learnt to:
• Ask to speak to someone, leave a message, make an appointment and cancel
an appointment on the telephone
• Practise the pronunciation of telephoning phrasal verbs and expressions

Ae bc ppt08

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