3.2Lleaving and taking messages Leaving messages 1. Listen to five voicemails for Vanessa at Business Circle Conferencing. Decide what the speaker's purpose is in each call A to ask for permission B to complain about a mistake C to confirm something is OK D to request information E to offer information F to cancel arrangements G to request help H to change a booking 2. Listen again Look at stages 1-7 for leaving messages. Listen to each of the messages and tick the stages each caller follows. Call 1 Call 2 Call 3 Call 4 Call 5 1 Say who the message is for 2 Say who you are 3 Give the reason for calling 4 Spell any difficult words 5 Request a return call 6 Leave your contact details 7 Say when you will be available 3 Match the following expressions to stages 1-7 in exercise 2. Write the number of the correct stage next to each expression. 0 Hello, this is a message for A It's B You can email me at r dot C The reason I'm calling is that D It's with regard to E This is F So that's M as in Madrid G You can get me any time between H Could you call me back? I It's P for Paris J Call me on 0207 K I'll be in the office tomorrow. L I'd be very grateful if you'd return my call Leaving a voicemail message 4 Prepare to leave a message on a colleague's voicemail. Make notes below. Your contact details (telephone no/ email) Who are you calling? 1
What's the message about? What action do you want the person to take (eg call you back, meet you somewhere)? 5 Work in pairs. Take turns to leave your messages. Your partner notes down the key information on this form. Important Message Message from called Message Action: Taking notes and messages 1 Read what people say in 1-9 and write messages. Use words from the spoken message. 0 'Hello. This is Michael James speaking and this is a message for Lelia: Michael James called for Lelia. (4 words) 1 `I'd be grateful if you could return this call on my home number: Call him back. (4. words) 2 `I am calling to inform you that the next meeting is on the 23rd: Please note.(8 words) 3 Would you mind checking and letting me know the final dates?' Please confirm. (3 words) 4 'I just wanted to say that I'm sorry for any confusion: He apologized.(3 words ) 5 `The client is asking if it would be possible to put the meeting back: He called about postponing.(2 words) 6 `If you have any further questions, don't hesitate to call me: feel free him. (2words) 7 `I was hoping we could bring the interviews forward. Is that possible for you?' 2
Are you able to.?(4 words) 8 `Can you let me know if you're available to join us later?' Let her know if you can..(3 words) 9 'I'm telephoning with regard to order number 01-X33. I'm not happy about it, I'm afraid: She's complaining about.(3) 2. Listen to the five calls from exercise 1 on page 30 again. Take notes and write brief and clear messages. 3. Vanessa receives a call from lichen Anderson. Listen and take notes on any important: Dates: Times: Numbers: Listen again. What phrases does Vanessa use for: checking and clarifying details? confirming action? requesting further information? Check your answers in the listening script on page 136. 4 Work in pairs. Student A: Look at File 3.3 on page 127. Student B: You work for Business Circle Conferencing. Someone calls to speak to your colleague Kirsten but she has taken the day off today. Take a message using the form below. To: Caller: Message: 5 Now make another similar call Student A: You work for Business Circle Conferencing. Someone calls to speak to your colleague Vanessa but she is in a meeting. Take a message using the form above. Student B: Look at File 3.4 on page 132 3.3Listening Test: Part One The Listening Test has three parts. In this Exam spotlight you will look at Part One. It always consists of three listening texts which are telephone conversations messages on answering machines. In each case you are listening for short answers and filling gaps. There are four gaps per listening. The gapped texts could include forms, notes, invoices or message pads. You always hear each conversation or message twice. You need to listen in particular for information like names, numbers, dates, instructions or deadlines. 1.Study the gaps (1---12) in the forms and notes for the three conversations 3
below. Try to predict what kind of information is missing. Is it.a name? a number?.a job title? spelling?.equipment? times, dates? business teens?.other? 2. Now listen to the recording and answer the exam questions. After you have listened once, play the recording again. PART ONE Questions 1-12.You will hear three telephone conversations or messages..write one or two words or a number in the numbered spaces on the notes or forms below. You will hear each recording twice. Conversation One (Questions 1-4).Look at the form below.you will hear a message about a magazine subscription on a telephone answering machine. Subscriptions form NAME: Ms Cynthia (1) COMPANY: (2) solutions ADDRESS: On record SUBSCRIPTION NO: (3) REQUEST: Send (4) edition of the magazine Conversation Two (Questions 5-8).Look at the notes below..you will hear a man calling about changes to a project. Notes Tom Yishan called about the (5) we're making on the 11th. They want to delay the filming in the (6) by ten days. I've asked to put it back by (7) Tom will (8) that with me when he has spoken to the manager. Conversation Three (Questions 9-12) Look at the notes below. 4
.You will hear a woman telephoning another department in her company about a job applicant. 5