- •Англійська мова методичні вказівки
- •0305 Економіка та підприємництво та
- •0306 Менеджмент і адміністрування
- •Київ нухт 2008
- •Telephoning
- •Introduction
- •Unit 1 phones and numbers
- •Information line
- •Unit 2 getting through
- •Listen carefully to the caller’s request, and decide whether or not you can deal with it.
- •Unit 1-2 revision
- •Exercise 7. Basic Vocabulary – Getting Connected 2 Complete the text using the words from the box in the necessary form.
- •Exercise 9. Cell-phone Etiquette
- •The "ins and outs" of telephoning in north america
- •Unit 3 messages
- •Phonetic Alphabet / International Spelling List for the Phone
- •Unit 4 arrangements
- •Units 3-4 revision
- •Exercise 4. Getting Through to the Boss
- •Exercise 5. Leaving a Message There are a number of phrases and idioms that are only used when telephoning. Complete the following dialogue, using telephone vocabulary.
- •Unit 5 complaining
- •Exercise 3. Read the dialogue below and answer the questions which follow.
- •Activity4. Dealing With a Complaint
- •Activity 5. Making a Complaint
- •Unit 6 problems. Dealing with problems Problems
- •What to Say When There's a Problem
- •Activity4 Good News, Bad News
- •Units 5-6 revision
- •6 Easy Steps to Follow Up by Phone
- •The Nuisance of Overheard Calls
- •Unit 7 social talk on the phone The reason computers can do more work than people is that computers never have to answer the phone.
- •Calling someone you don't know
- •Remember…
- •Telephoning tips
- •Sample Telephone Self-assessment Checklist
- •Social Tips
- •Cross Cultural tips
- •Activity 3. Culture File Feelings
- •Handling Calls
- •Asking Politely
- •Making Calls
- •1. Questionnaire
- •2. Telephone expressions
- •3. A telephone call
- •4. Finding Out
- •Unit 8 texting
- •Acronyms
- •Contractions
- •Text Messaging Abbreviations
- •Supplement role play communication
- •1 Beginning a Call
- •2 Ending a Call
- •3. Consolidation 1
- •4. Connecting People
- •5. Messages 1
- •6. Messages 2
- •7. Consolidation
- •8. Appointments and Arrangements
- •9. Recorded Information 1
- •10. Recorded Information 2
- •11. Messages 3
- •12. Messages 4
- •13 Consolidation
- •1. Beginning a Call
- •2. Ending a Call
- •3 Consolidation 1
- •4. Connecting People
- •5. Messages 1
- •6. Messages 2
- •7. Consolidation Plus
- •8. Appointments and Arrangements
- •9 Recorded Information 1
- •10. Recorded Information 2
- •11. Messages 3
- •12. Messages 4
- •13. Consolidation
- •Role Playing Suggestions
- •1. Requesting Travel Information
- •2. Product Information
- •3. Leaving a Message
- •4. Selling Your Product
- •Game: Requesting Information Teacher's Notes
- •Game idea
- •Playing the game
- •Speaking
- •Some More Role plays
- •Методичні вказівки
- •0305 Економіка та підприємництво та
- •0306 Менеджмент і адміністрування
Unit 3 messages
A Asking to Speak to Someone 2
Telephoning |
Answering a call |
Identifying yourself Good morning. Bob Adams (speaking).
Its
/This
is Bob Adams (here).
NOT Hello, this is Paul Smith from Speak International.
Asking to speak to someone Can/Could I speak to Paul Smith, please?
Is that Paul Smith? Hello, this is Lisa Madison calling. Hey Paul. It's Lisa calling. (informal) |
Introducing yourself This is he. (The person answering says this if the caller does not recognize their voice.) Speaking. |
|
Apologies I’m afraid the line’s busy. I’m afraid he is…
He’ll be back soon/later this afternoon. She won’t be back until this afternoon. |
B Giving and Taking Messages
Telephoning |
Answering a call |
Reason for calling It’s in connection with… I’m calling about…/It’s about… I’m calling to… The reason I called is… |
Identifying the reason May/Can I ask what’s it about? |
No, I’ll call back later. |
No connection Will you hold? Would you like to hold? |
Leaving a message Could I leave a message?
No, that's okay, I'll call back later. Could you tell him Mr. N called? Could you tell him to call Mr. N back today? Yes, but just in case, it’s …
|
Taking a message Can I take a message? Would you like to leave a message?
I’ll pass on/give him the message (as soon as I see him). Can I have/can you give your number? Does she have your number? I’d better write this down. Just a moment. Let me take a pen./I’ll get a pencil. OK. Go ahead. Could you go over that again, please? Let me just repeat that for you. Should/Could I read that back (to you), just to check? |
Problems It’s a bad line. I can hardly hear you. It’s very noisy here. Can you hear me? Let me hang up and call you right back. … Hello again. It’s Peter. Hang up and I’ll try again. … Is the line any better? Talk to you in a moment. … Can you hear me all right now? My battery is nearly out. I think I have the wrong number. Is this 009 887 8665? Oh, sorry to have troubled/bothered you. |
Problems I'm sorry, I don't understand. Could you repeat that, please? I'm sorry, I can't hear you very well. Could you speak up a little, please? Can you call me back? I think we have a bad connection.
I'm afraid you've got the wrong number./ I’m sorry, I think you have the wrong number. Can you speak a little slower please? My English isn't very strong. |
Calling back Thank you for calling earlier. Thanks for calling back. Thanks for getting back to me so soon. |
Calling back I got your message. I’m returning your call. |
C Spelling Names
If you want to spell a name, you can say, for example, 'A for Alpha', 'B as in Bravo', etc. You may also need these expressions:
capital A
small a
all one word
new word/line
dash or hyphen (-)
(forward) slash (/)
dot (.)
at (@)
underscore(_)
D Taking Messages: Checking Information
a. I'm sorry, I didn't catch your name. Could you spell it, please?
b. Is that with a D at the end, D for David?
c. Did you say your number is 62?
d. Is that with B for Bravo or V for Victor?4 426?
e. Where did you say you're calling from?
f. Is that with one M in the middle or two?
g. The code for Sweden is 49, right?
h Is that Ginola like the football player?