Telephone conversation skills

Task 1. a) The phrasal verbs below are used for telephoning. Match column A with column B.

A	B
1. call back	a. make contact
2. cut off	b. find
3. get back to	c. contact again later
4. get through	d. wait
5. hang up	e. talk louder
6. hold on	f. telephone again
7. look up	g. break contact
8. pick up	h. answer
9. put through	i. replace the receiver
10. speak up	j. connect

b) Now put the phrasal verbs in the correct order in a phone call.

Before call	Starting call	During call	Ending call	After call

c) Complete these sentences with the phrasal verbs given above. Make sure you use the correct tense.

1. If you don't know a number you can always ________ it ________ in the directory.

2. ________ a minute, I'll see if she's free.

3. It took a long time but eventually I ________ to him.

4. The switchboard ________ me ________ to the manager's office.

5. Sorry, the line is bad. I can't hear you very well. You'll have to ________ .

6.1 don't have the figures. I'll have to ________ you tomorrow.

7.1 can't talk now. I'll ________ you ________ later.

8. He's on his mobile and the signal is weak. That's why we keep getting ________ .

9. When you finish a call you ________ .

10. It's been ringing for ages. I wish she'd ________ the phone.

Task 2.

Basic Survival. International Communication for Professional People/ Peter Viney. – Macmillan, 2004 Unit 18 CONNECTONS p. 24, CD 1 (Tracks 1.53 – 1.56)

Track 1.53 Conversation Edgar Young is calling from his room in San Diego. Listen to his phone call. Call 1, Part 1. Complete the transcript:

Thank you for ___________ SouthCal Tours. Your call is in a call-waiting system. Your call is important to ___________ . Please ___________ until one of our telephone operators is __________ .

Track 1.54 Call 1, Part 2. What does the operator say?

1. Thank you for (calling/ holding/ waiting).

2. How (can/ may) I help you?

3. Please (bear with me/ hang on/ hold).

4. I’m (calling her/ trying her extension/ connecting you).

Note: all the answers are possible.

Culture file (p.88) Phone phrases.

Most phone operators use standard phrases. Some of these phrases are unusual pieces of language., but you hear them very often. An example is Please bear with me which means Please be patient with me. It’s a very old-fashioned and formal piece of English, but in recent years it has increased in use. Many companies use standard phrases when they are asking people to wait. Other examples: