1. The document provides instructions and examples for practicing telephone communication skills in English. 2. It includes conversations with comprehension questions, phrases for leaving voicemail messages, tips for speaking clearly and appropriately, and exercises for role playing phone calls. 3. The goal is to help learners feel more confident speaking on the phone in English through practicing common phone situations.

1. SPEAKING ON THE
PHONE

2. GETTING STARTED
Discussion:
1. How do you make phone calls? Do you
use your mobile, messaging app
(Messenger, Zalo, Whatsapp…) or a
landline (the phone in your home) to
make calls?
2. Do you think it's rude to use a mobile
when you are out with friends?

3. CONVERSATIONS
Read and listen to the three conversations. Answer the questions
below. (Đọc và nghe các đoạn hội thoại sau đó trả lời các câu hỏi dưới
đây)
a) Who wants to arrange another time to meet his friend? (Ai muốn
sắp xếp lại thời gian hẹn gặp với bạn bè) ...................
b) Who has a problem with her mobile? (Ai gắp vấn đề về điện thoại)
......................................
c) Who refuses an offer three times? (Ai đã 3 lần từ chối lời đề nghị)
......................
d) Which conversation is informal? (Đoạn hội thoại nào mang tính
chất không trang trọng) .........................

4. CONVERSATIONS
CONVERSATIONS 1
Sandra: Hi, this is Sandra. Sorry I can’t take your
call. Leave your name and number, and I’ll get
back to you as soon as I can.
Dan: Hey Sandra, how’s things? It’s Dan. I’m just
calling to say I can’t meet you tonight, I’m sorry. I
have to work late. Call me when you get this
message, then we can arrange when to meet up.
OK? Bye.

5. CONVERSATIONS
CONVERSATIONS 2
Receptionist: Hello, Tony's Salon.
Lisa: Hello, I'd like to book a haircut for tomorrow.
Receptionist: Sorry, the line’s terrible. Can you repeat that?
Lisa: Can you hear me now? Hello? I'd like to book a haircut tomorrow.
Receptionist: That's better. Yes, we have one appointment at 11.45. What's
your name please?
Lisa: Great. It's Lisa Evans.
Receptionist: Sorry, I didn't catch that.
Lisa: Lisa Evans. Sorry, the reception's bad on my mobile.
Receptionist: Yes, it’s difficult to hear you. We’ll see you tomorrow Lisa.
Bye for now.
Lisa: Bye.

6. CONVERSATIONS 3
Sheree: Good evening, can I speak to Mr. Dawson?
Mr. Dawson: Yes, speaking.
Sheree: Good evening, Mr. Dawson. My name’s Sheree and I’m calling
from Web World, your internet provider. I’m phoning tonight to tell you about
the offer on the gold contract and this is one …
Mr. Dawson: Thanks, but I don’t want to change contract.
Sheree: Mr. Dawson, you can save money with the gold package. You
need to make a one-off payment of …
Mr. Dawson: No, I’m sorry, I’m really not interested.
Sheree: I don’t want you to miss a great opportunity and I really think …
Mr. Dawson: Listen, I’m not interested. Now, thank you for calling, but my
answer is no. Goodbye.
CONVERSATIONS

7. Look at the highlighted phrases in the conversations and match them to the
meanings below. (Xem lại các câu được in màu trong đoạn hội thoại và nối
chúng với những câu cho sẵn dưới đây.)
PRACTICE
Phrases Phrases in Conversations
1. I can't answer the phone.
2. I’ll call you back.
3. Yes, that's me.
4. I didn't hear that.
5. Say that again.
6. There is a problem with the phone.
7. Pay attention. I’m not interested.
8. I'm phoning because …

8. SAYING IT ACCURATELY
Read the sentences and choose the correct word. (Đọc các câu sau và
chọn từ đúng.)
1. Hi, this is Sylvia. Sorry I can’t leave / take your call.
2. I’ll get / phone back to you.
3. Call me when you get / reply this message.
4. Can I call / speak to Mrs. Plant?
5. Listen / Speak, I’m not interested.
6. Can you hear / listen me now?
7. Sorry, I didn’t catch / listen that.
8. The line / phone is terrible.
Check the answers

9. SAYING IT CLEARLY
Listen to two speakers reading the voicemail message below. Fill in the
blanks below with words your hear. (Nghe 2 người đọc đoạn tin nhắn thoại
dưới đây. Điền cụm từ còn thiếu vào chỗ trống.)
“Hi Steve, it’s Jon here. …………………….. (1) I can come to your party next
week. But is it Friday or Saturday? ……………………. (2) when you get this
message, OK? Bye.”
Which speaker is clear and easy to understand? What is the problem with the
other speaker? (Người nói nào tỏ ra rành mạch dễ hiểu? Người đọc còn lại có
vấn đề gì?)
Speaker A: ………………………..
Speaker B: ………………………

10. SAYING IT CLEARLY
Read and listen to the good speaker. Then listen again and say the words at
the same time as the speaker. Try to speak at the same pace and leave the
same pauses. (Đọc và nghe người để lại tin nhắn thoại dễ hiểu. Nghe lạu và
nói cùng lúc với người đọc. Cố gắng đọc cùng tốc độ và ngắt nghỉ cùng lúc)
Complete the voicemail message below with your own ideas. Then practice
saying the message. If possible, use your phone to make a ’real’ call. (Hoàn
thành đoạn tin nhắn thoại dưới đây bằng ví dụ cụ thể của bản thân. Sau đó
luyện tập đọc đoạn tin nhắn. Nếu có thể, hãy tạo tin nhắn thoại thực sự bằng
điện thoại của bạn)
‘Hi...................., it's ....................here. Just calling to say I .....................? Give
me a call when you get this message. OK? Bye.’

11.  Useful tip:
 Being an effective speaker means using suitable sounds to express your
feelings. For example, ‘er’, ‘uhm’, ‘mmm’ for uncertainty, and a sigh when you
are upset or angry. These sounds are very useful when you are speaking on
the phone. (Việc biết vận dụng các âm thanh phù hợp để bày tỏ cảm xúc sẽ
biến bạn trở thành người giao tiếp hiệu quả. Ví dụ, để bày tỏ sự hoài nghi, bạn
dùng âm thanh như ‘er’, ‘uhm’, ‘mmm’, và thở dài để bày tỏ sự giận dữ. Những
âm thanh này hiệu quả khi bạn nói chuyện điện thoại.)
 An important speaking skill is the ability to speak clearly and at a natural pace
— not fast and not slow. This helps you to improve your fluency and it helps
people understand you. (Một kỹ năng nói quan trọng là khả năng truyền đạt
thông tin rõ ràng và tốc độ nói vừa phải – không nhanh không chậm. Điều này
giúp bạn cải thiện sự trôi chảy và giúp người nghe hiểu rõ hơn.)
PRACTICE: Listen and repeat Mr. Dawson’s lines. Think about how Mr. Dawson
is feeling. (Nghe và nhắc lại lời thoại của Dawnson. Anh ta cảm thấy gì?
SAYING IT APPROPRIATELY

12. SAYING IT APPROPRIATELY
Listen to an extract from Conversation 3. Try to complete the gaps with the
sounds you hear. (Nghe lại đoạn hội thoại số 3, điền vào chỗ trống với âm
thanh bạn nghe được)
Sheree: I’m phoning tonight to tell you about the offer on the gold contract
and this …
Mr. Dawson: (1)..............., Thank you, but I, (2)...................., don’t want to
change contract.
Sheree: Mr. Dawson, you can save money with the gold package. You
need to make a one-off payment of …
Mr. Dawson: (3) .................., No, I’m sorry, I’m really not interested.
Sheree: I don’t want you to miss a great opportunity and I really think…
Mr. Dawson: (4) ............... Listen, I’m not interested. Now thank you for
calling, but my answer is no. Goodbye.

13. GET SPEAKING
Read the following situations and make notes to prepare what you are going to
say. Then play the CD and speak when you hear the ‘beep’. (Đọc các tình huống
dưới đây và chuẩn bị những ý bạn sẽ nói. Bật bài nghe và nói khi bạn nghe thấy
tiếng ‘bíp’)
1. You phone your friend, but your call goes to her voicemail.
a) leave a message and say that you want to meet
b) ask which day is OK for your friend
c) ask her to call you back
2. Your friend calls you but she says the reception is bad.
a) agree and say you can’t hear
b) ask her to repeat what she said
c) suggest a time to meet and say bye
3. You receive a phone call from a mobile phone company.
a) make uncertain noises and try to say no
b) make uncertain noises and try to say no again
c) sigh and say no clearly, then say bye