1 LESSSON D1 Starting and Ending a Conversation I. WARM-UP Vocabulary Match the phrasal verbs in column A with their definitions in column B A get through get back put through hold on hang on B a. to reach someone by phone b. to wait on the phone c. to connect one person to another d. hold the line e. come back or return II. DIALOGUE BOX Ms. Sykes : Hello, good morning! May I speak to Mr. Smith, please? I tried to call him yesterday but I couldn t get through. What happened? Secretary : Yesterday was a holiday, madam. Could you hold on for a minute? I ll put you through to Mr. Smith. Ms. Sykes : Oh, yes I forgot that it was a holiday yesterday. Thanks! Secretary : Sorry madam, Mr. Smith is in a meeting right now. Would you like to leave a message? Ms. Sykes : Yes, please. Can you tell Mr. Smith to return my call? It s I m calling from Mr. Roger s office. Secretary : Sure. I ll tell him. He ll get back to you as soon as possible. Ms. Sykes : Thank you so much! Comprehension Check 1. Who was calling? 2. Why wasn t the caller able to contact the office the other day? 3. What does the caller want from Mr. Smith? 4. How does Ms. Sykes start the phone conversation? And how does she end it? 5. Do you think the secretary did the right thing?
2 Starting and Ending a Conversation III. LANGUAGE BOX Verbs followed by to + infinitive Examples: 1. I want to speak to the manager. 2. They would like to have the answer tomorrow. 3. We forgot to send you the new bill. 4. The management agreed to cancel the orders. 5. He could afford to buy luxurious cars. 6. The employees attempted to hold a demonstration. 7. The laborers demand to know the truth. 8. She decided to quit the job. 9. We hope to see change in the policies. 10. I failed to present the report on time. IV. SAY IT! Make a role play with your teacher. You are the receptionist. Your teacher is calling for a friend who is staying at the hotel you are working in. You take the call. Guide questions: 1. How will you start the conversation? 2. What will you say if the person your teacher asks for is not around?
3 LESSSON D2 Dealing With Telephone Problems I. WARM-UP Vocabulary Guess the meaning of the underlined words. 1. The secretary put me straight through to the extension number without delay. She is very efficient. 2. The receptionist was very rude. He refused to accept our credit cards without reason. 3. Direct lines are more convenient than extension numbers. It s a waste of time just listening to an automated recording, then all you get is a busy tone. 4. The presentation only highlighted the major parts. The project manager forgot that the small details are just as important since they explain the major ideas further. 5. The line is choppy. I can t understand a word you are saying! 6. I wasn t able to get my manager s instruction. The call was suddenly cut off. I d better report the problem. II. DIALOGUE BOX Maki : On Spot Media. Nikki : It s me Nikki, again. Maki : Oh, I m sorry about that Nikki. I think we got cut off. Who did you want to speak to? Nikki : Can you put me through Yamamoto on extension 5560? Maki : Can I have the number again please? Nikki : Yes, It s Maki : Thanks. I ll put you straight through.
4 Comprehension Check 1. Why does Nikki call again? 2. Who does Nikki want to speak with? 3. Does Yamamoto have a direct line? 4. What is Yamamoto s extension number? III. LANGUAGE BOX Can and Could Dealing With Telephone Problems Can and could are both used to ask for permission or requests. But could sounds more polite and formal than can. Can I have your name, please? Can I have your bank details, please? Can you speak more slowly, please? Can you put me through extension 1, please? Could I have your name, please? Could I have your bank details, please? Could you speak more slowly, please? Could you put me through extension 1, please? IV. SAY IT! How would you handle the following situations? What would you say if... a. you didn t understand what the caller was saying? b. you didn t get the complete name of the caller? c. you dialled the wrong number?
5 LESSSON D3 Making Follow-up Calls I. WARM-UP Vocabulary Match the words with their meanings A reservation follow-up banquet anniversary discount B a. a price lesser than the original one b. a ceremonious public dinner c. an action that serves to increase the effectiveness of a first action d. an arrangement e. an annual celebration of something II. DIALOGUE BOX Mary : Thank you for calling Dolphin Wonders. This is Mary, how may I help you? Lisa : Hello, this is Lisa from Speakers International. I d like to make a follow-up on our reservation for our company s anniversary party. Mary : Oh, yes! We ve already reserved the banquet hall under your name. That will be on Saturday at 7:00 to 11:00 p.m., right? Lisa : That s great. But I have few questions. Do we get a meal discount if our group reaches 500 people? And can we have a free tour of the park? Mary : Well, we only give discounts to groups of 1,000, but you do get welcome drinks. Regarding the tour, those who are interested may join, but only a group of ten can join for free. If the group is less than ten, each member will have to pay $5. Lisa : I see. I ll call back if there are enough people interested in the tour. Thank you very much. Comprehension Check 1. What event will be held at Dolphin Wonders? 2. What time does the event end? 3. How many are will attend the event? 4. What will the company receive if the number of people in their group is 1,000? 5. How many people must join the tour of the park in order for it to be free?
6 Making Follow-up Calls III. LANGUAGE BOX Intensifiers are adverbs that enhance or reduce the effects of adjectives and adverbs. In English, they come before the words they modify. A. Intensifiers that enhance the meaning of adjectives 1. The contract is extremely important. 2. The scenery is very attractive. 3. The book is really interesting. 4. You re absolutely right! B. Intensifiers that reduce the meaning of the adjectives and adverbs 1. That is quite interesting. 2. The presentation was slightly interesting. 3. I know her fairly well. IV. SAY IT! Make a role play with your teacher You are an applicant. Make a follow-up call on your application. Your teacher will answer your phone inquiries. Guide Questions: 1. How would you start your phone conversation? 2. What question would you ask first? Second? Third? 3. How would you end your call?
7 LESSSON D4 Taking and Leaving Messages I. WARM-UP Vocabulary Match the words and phrases with their meanings. 1. I m afraid you re wrong. 2. The company made a very crucial judgment. 3. I ll relay your message when she comes to work. 4. Call me back as soon as possible. 5. The interview is called off. II. DIALOGUE BOX a. to return a phone call as soon as possible b. the planned event is cancelled c. having a feeling of pity or concern d. to make a very important decision e. to repeat what someone has said Eric : Could I speak to Diane, please? Receptionist : I m afraid she s in a meeting right now. Do you want to leave a message? Eric : Yes, please. It s really crucial she gets it. Receptionist : Don t worry. I ll relay the message as soon as she is finished. Who shall I say called? Eric : This is Eric McCartney from Head Office. Please tell her the meeting on Friday in Brussels has been called off and to call me back as soon as possible. Receptionist : No problem. What is your contact number? Eric : It s Comprehension Check Who does the caller want to talk with? Why can t the person being asked for answer the phone call? 3. When will the receptionist give the message? 4. What is the message?
8 Taking and Leaving Messages III. LANGUAGE BOX Ask or Tell in Questions a. ask/tell + object + infinitive 1. Please ask him to send me a fax. 2. Can you tell her to call me in the morning? b. ask + object + if/when clauses 1. Can you ask her if she got my ? 2. Could you ask him when he wants the report? IV. SAY IT! Make a phone conversation role play with your teacher using the following information. Message for : Rose Lahiri Time : 11:25 Caller : Linda Chong Company : International Motor Group Message : Called about March bill. Wants you to send a copy. Telephone Number. :
9 LESSSON D5 Using a Mobile Phone I. WARM-UP Vocabulary Match the words with their meanings A B hardly a. a situation, state or business terribly b. to explain elucidate c. almost not at all matter d. extremely II. DIALOGUE BOX Mr. Lim : Hello, good noon! May I please talk to Mrs. Suarez? This is Mr. Lim from XBZ company. Mrs. Suarez : Yes, speaking. Mr. Lim : Oh, I m sorry. Could you speak a little louder, please? I can hardly hear you, Mrs. Suarez. Mrs. Suarez : I m terribly sorry, but I m just getting on a plane. Would you mind calling me back this afternoon? Mr. Lim : Okay. What time would you like me to call you this afternoon? I will be elucidating some important matters. SAMANTHA : How about at 4 p.m.? Mr. Lim : Okay, 4 o clock is a good time. Good-bye. Mrs. Suarez : Bye. Comprehension Check 1. Where is Mrs. Suarez at the time of the call? 2. What does the caller want from her? 3. Was the call successful? Why or why not? 4. What time will Mrs. Suarez expect the second call from Mr. Lim?
10 Using a Mobile Phone III. LANGUAGE BOX Use the present continuous form of the verb to talk about actions that are happening at the same time of speaking. Examples 1. Who is calling you? 2. They are discussing the budget for next month. Time expressions right now and at the moment are usually used with present continuous sentences. Examples 1. She s leaving the office right now. 2. What are they doing at the moment? IV. SAY IT! You are at a doctor s clinic. The doctor is doing a medical check up on you when suddenly your wife/husband calls. What would you do? Would you answer the call? If you did, what would you say to the doctor? To the caller?
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