5. It’s time for the role-play activity. Work in pairs. Stu­dent a calls to postpone, bring forward or cancel an ap­pointment. Student в is a secretary and answers a phone call.

6. Below is a schedule for your week in London. Before you leave for London you receive some telephone calls from people you are going to visit. They want to change their appointments. You would prefer not to meet them on the day they want, suggest a different time on the original day. Role-play the dialogue and complete your new schedule. Your partner will play the roles of all callers.

Student A (you)

Your original schedule	Your new schedule
Monday, 12 November Morning: arrive London airport 8.30 a.m. Afternoon 3 p.m.: meet Tim Brown (agent) at hotel
Tuesday, 13 November Morning 10 a.m.: Mr White Afternoon:
Wednesday, 14 November Morning: Afternoon 2 p.m.: Lund & Lund Associates (Mr Lund)
Thursday, 15 November Morning: Afternoon 3 p.m.: Ann Kinn+colleagues (B.I.G. Distribution)
Friday, 16 November Morning 11 a.m.: Harry Thompson Afternoon: Flight 390, depart London 6 p.m.

Student B (caller)

Caller	wants to meet you on (day, time)
Tim Brown	13 November, 10 a.m.
Mr White	14 November, 2 p.m.
Mr Lund	15 November, 3 p.m.
Mrs Kinn	16 November, 11 a.m.
Harry Thompson	15 November, 3 p.m.

7. Role-play the following telephone situations.

1.

One of you is a company employee who has arranged to meet a colleague (your partner) from one of your subsidiaries. Explain that you cannot keep the appointment, and give a reason. Suggest an alternative time.

2.

Student A:

You want to speak to Ms Braun about your account with her company, W&W. If Ms Braun isn’t in the office, leave the following information:

• Your name;

• Telephone number: 347-8910 (or use your own);

• Calling about changing conditions of your contract with W&W;

• You can be reached until 5 o’clock at the above number. If Ms Braun calls after 5 o’clock, she should call 458-2416.

Student B:

You are a receptionist at W&W. Student A would like to speak to Ms Braun, but she is out of the office. Take a message and make sure you get the following information:

• Name and telephone number - ask student A to spell the surname;

• Message student A would like to leave for Ms Braun;

• How late Ms Braun can call student A at the given telephone number.

3.

Write travel details (name, company name, date of arrival) of any three representatives who are arriving at your company.

Student A: your boss has given you the list of key participants for your company’s annual international sales conference and has asked you to check if they are coming. Ring the company and:

• request your correspondent;

• identify yourself;

• explain the purpose of your call;

• thank your correspondent for the information;

• end the call.

Student B: you work in the Scottish office of АВТ. In this activity you will need to play two roles: the switchboard of ABT and the PA/Secretary. In the activity you need to carry out the following steps:

• answer the phone and identify your company;

• find out the caller’s identity;

• connect the caller;

• identify yourself (as PA/Secretary);

• give the relevant information (as PA/Secretary);

• end the call (as PA/Secretary).

4.

Student A: you are phoning Bank Direct about a money transfer you’re expecting from the USA. You want to speak to Sharon Elliot, your personal banker, to find out what is happening. Student B starts the conversation.

Student B: you are the telephonist at Bank Direct. Sharon Elliot is on the other line at the moment. You start the conversation.

Student A	Student B
	answer the phone
ask to speak to Sharon Elliot
	explain that Sharon Elliot is on the other line; ask if the caller wants to hold or if Sharon Elliot should call back
ask if she can call back
	ask what it’s about
explain what it’s about
	ask for the caller’s number
give your number and say when you’ll be there
	say ‘thank you’ and end the conversation
say ‘good-bye’

8. You are the manager of a rapidly growing company. When you returned to the office after a recent conference, eight messages had been left for you. Which should you return first? Put the calls in order of importance.

Role-play your three most important phone calls from ex. 8 with your partner.