- •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
Units 3-4 revision
Exercise 1. Put these words in the correct order to make sentences.
Jan speak IT could to I please in?
for to thanks back getting me.
am call I just his returning.
you still understand don’t are I saying what
to message like you leave a would?
possible as as see need I her soon to.
Exercise 2. Answering machine.
Sometimes, there may not be anyone to answer the telephone and you will need to leave a message.
Put the following steps in the right order and match it with the necessary language.
a. |
State the time of day and your reason for calling |
A. Hello, My name is Ken Beare. |
b. |
Leave your telephone number |
B. Could you call (ring, telephone) me back? / Would you mind ... ? |
c. |
Introduce yourself |
C. Thanks a lot, bye. / I'll talk to you later, bye. |
d. |
Finish |
D. My number is .... / You can reach me at .... / Call me at ... |
e. |
Make a request |
E. It's ten in the morning. I'm phoning (calling, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ... |
Exercise 3. Look at the Dialogue One. It sounds impolite. Why?
Dialogue One
A: I want to speak to Fred Jones.
B: He isn’t here.
A: So when he’ll be there?
B: I don’t know.
A: OK. Take a message.
B: Who are you?
A: I’m Mike Lam.
B: And what do you want me to tell him?
A: Tell him to call me back before 5:30.
Dialogue Two is a more polite way of saying the same thing. With a partner, fill in the gaps in Dialogue Two, using the words from the box below.
name back possible tell please sorry afraid leave message Hello ask |
Dialogue Two
A: _______. Fred Jones, _______.
B: I’m _______, he isn’t in the office at the moment.
A: Could you ______ when he’ll be _______?
B: I’m _______ I don’t know.
A: Could I _______ a message, please?
B: Of course. Your _______, please?
A: This is Mike Lam.
B: Thank you. And what is the _______?
A: Could you _______ him to call me before 5:30, if _______.
Now practice the more polite Dialogue Two with your partner. This time use your own name and a different message.
Exercise 4. Getting Through to the Boss
Read what secretary says and then choose the best answer a, b or c.
1. ABC INC. Good morning!
a. Hi, here is Tom speaking.
b. Hi, here speaking Tom Bates.
c. Hi, this is Tom Bates speaking.
2. Hello, Mr. Bates, how can I help you?
a. I’d like to speak to the person who ruins marketing.
b. I’d like to speak to the person who runs marketing.
c. I’d like to speak to the person who runs on marketing.
3. I’m sorry, who exactly would you like to speak to?
a. I need to talk to someone who’s in charge of marketing.
b. I need to talk to someone who’s charging in marketing.
c. I need to talk to someone charged with marketing.
4. That would be Mr. Jones.
a. Yes, he’s it!
b. Of course. How could I forget!
c. Yes, he the man.
5. May I ask the purpose of your call?
a. Well, it’s concerned about the TV commercials.
b. Well, it’s concerned with the TV commercials.
c. Well, it’s concerning the TV commercials.
6. I’ll just check if he can take your call.
a. How kind!
b. Will you?
c. Thanks!