Module V unit 17 Taking telephone messages

Before you start

1. Work in pairs and discuss the questions.

1 When you answer the phone at home, do you say:

a 'hello'? c the phone number?

b your name? d something else?

2. How do people answer the phone at work?

3. How do you say these phone numbers in English?

a 07791842287 b 0033 10 45469011

4 Say your own phone number in English.

Reading

2. Read these two calls and complete the notes.

1 A Hello. AGM Finance. Jana speaking. Can I help you?

B Hello. Can I speak to Tomas Czeska, please? A Who's calling, please? B This is Anna Lee.

A Just a moment... I'm sorry, the line is busy. Do you want to hold on, or call back later?

B Can I leave a message?

A Of course.

B Can you ask him to call me on 0121334 8798?

A OK, 0121 334 8798.

B That's right. Can you say I need to speak to him urgently?

A I'll give him the message.

B Thanks. Goodbye.

2 A Hello. Ikon Technology. Can I help you?

B Good morning. This is Paul Danielsson from Stockholm. Can I speak to Jo Stein, please?

A I'm sorry, she's not in the office today. Can I take a message?

B Yes. I need to talk to her about our meeting. Can you ask her call me as soon as possible?

A Yes, of course. Can I have your number?

B Yes, it's 0046 8 5678 6769.

A So that's 0046 8 5678 6769.

B Yes, and let me give you my mobile number. It's, 07990 202022.

A OK, Mr Danielsson, I'll give her the message.

B Thank you.

A You're welcome. Goodbye.

Message for:

Caller's name:.

Number(s):

Vocabulary

3. Look at these phrases from the two phone calls. Does the person answering the call (A) or the person making the call (B) say them? Write A or B in the boxes.

1. ... speaking. Can I help you?

2. Who's calling, please?

3. This is ... from ...

4. Can I leave a message?

5. I'm sorry, the line is busy.

6. Can I have your number?

7. Can I speak to ..., please?

8. Just a moment, please.

9. Do you want to hold on, or call back later?

10. Can you ask him to call me back?

11. Can I take a message?

12. Can you ask him ...?

Speaking

4. Work in pairs. Read the phone calls in Exercise 2 aloud. Take turns to be A and B.

5. Now make two more calls using the information below. Take turns to be A and B.

1. A Call Ikon Technology. You need to speak to Anya Markova. If she's not there, leave a message. Use your own name and telephone number.

B You work for Ikon Technology. Anya Markova's line is busy at the moment. Offer to take a message. Take the caller's name and phone number.

2. A Call your friend Chris in America. If he/she's not there, leave a message asking him/her to call you. Use your own name and telephone number.

B You live in America. You are Chris's brother/ sister. Chris is out at the moment. Offer to take a message. Take the caller's name and phone number.

Writing

6. Write one of the calls you made in Exercise 5. Use the calls in Exercise 2 to help you.