11. Practise this conversation in pairs. Take turns to play each role. Use the diagram and 5-8 useful phrases to help you. Take turns to be a and b.

STUDENT A	STUDENT B	Useful phrases How can I help? Can I speak to …, please? Who’s calling, please? Please hold I’ll just put you through Who shall I say is calling? Just a second I’ll see if he’s in I’ve got ……..on the phone for you Hang on a moment
1) Answer the phone with a company name.
	2) Check the company name.
3) Repeat the company name.
	4) Introduce yourself and ask for someone.
5) Respond; check B’s name.
	6) Say again who you are.
7) Ask B to wait.

  12. Make the following calls. Use 5-8 useful phrases (p. 8) to help you. Take turns to be A and B.

MAKE CALL 1: Call Kennedy Cars. Introduce yourself. You want to speak to Bob in the Sales Department (If Bob is unavailable, say you’ll ring back later). TAKE CALL 2: You work for Mexx. Answer the phone. Ask the caller to wait. Check what their name is. Tell them that Julia is unavailable and ask if they want to speak to someone else. MAKE CALL 3: You have recently placed a job advertisement in Executive Placement, a monthly magazine. Unfortunately they published it with two errors (a spelling mistake and a word missed out). Phone the newspaper to complain and get some action.

TAKE CALL 1: You work for Kennedy Cars. Answer the phone. Check the caller’s name. Ask them to wait. Put them through to Bob. MAKE CALL 2: Ring Mexx. Introduce yourself. Ask for Julia in Marketing (if they ask you if you want to speak to someone else, say that you’ll try again later, but you would like a name and number so that you can call direct). TAKE CALL 3: You work for Executive Placement, a monthly magazine. You will receive a complaint from a customer who has recently placed a job advertisement. Offer to correct the ad and re-run it next month, free of charge.

WRITING

 13.Your co-worker went out for two hours

and you had to answer the phone all that

time. Three of the callers wanted

to speak to him. Write a note for

your co-worker saying who, when and

why called him.

Part 2. Taking and Leaving Telephone Messages

BEFORE YOU START