Activity4 Good News, Bad News
1) Look at these sentences giving good news. Practice them with a partner.
Congratulations! The company is giving you a company car.
Good news! The boss has invited the whole department to a meal in a steak restaurant.
Congratulations! We’re sending you to an important sales conference in France.
Good news! The company is buying personal computers for all its employees to use.
Congratulations! You’ve won two tickets for the football game next Friday.
Good news! They’re building new tennis courts at the sports club.
Good news! The company is giving a bottle of whiskey to every employee to celebrate the new year.
2) Good news is not always as good as it seems! Look at the following dialogue.
A: Congratulations! The company is giving you a company car.
B: I’m afraid I don’t drive.
Match the sentences (a-g) from 1) with the replies (1-7) below. One is done for you.
I’m afraid I don’t play; I’ve got a bad back.
I’m sorry, but I don’t speak the language.
I’m sorry, but I’m a vegetarian.
I’m afraid I never drink alcohol.
I’m afraid I don’t drive. a
I’m afraid I don’t understand how they work; I’ve never used one.
I’m sorry, but I’m not really interested in sports.
3) Now check your answers with a partner, by having dialogues like the one in 2 above.
4) In pairs write a few more dialogues using Good news! / Congratulations! and I’m afraid …/ I’m sorry, but…try reading the first part of the dialogue to the rest of the class. Can they guess the second part?
Units 5-6 revision
Exercise 1. Problems
a) What can you do if a person you’re talking to can’t understand you?
Look at the list of things you can do and decide which is best.
Say you’re sorry and say goodbye.
Ask to speak to someone else.
Say you will call again.
Put the phone down.
With a partner, discuss what else you can do in this situation.
b) Look at some sentences you can use when someone doesn’t understand you (1-5). Match them to the appropriate replies (a-e). There may be more than one possibility.
I’ll send a fax with all the information. a. Yes… hold on a moment.
I know – why don’t I send you an e-mail? b. Thanks very much.
Is there anyone else I could talk to? c. OK, good idea.
I’ll ask my boss to phone you in the morning. d. Yes, of course. I will.
Could you ring me and see if we get e. That would be helpful.
a better line? Thanks.
Role play 1. Problems
Practise this conversation in pairs. Take turns to play each role.
Student A |
Student B |
1. Ask what B wants. |
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2. Give a time and date for a meeting but speak too fast (or too quietly). |
3. Ask B to speak more slowly (or more loudly). |
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4. Repeat what you said but not slowly (or loudly) enough. |
5. Use a sentence with still. |
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6. Think of a way to deal with a problem. |
7. Respond appropriately. |
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Work with a different partner. Write down two pieces of information (e.g. an e-mail address, the prices of some products) to give to your partner. Have ‘problem’ conversations, making up the difficulties yourselves. Take turns to give and receive the information.
Roleplay 2. Arranging to meet
Practise this conversation with a partner. Take turns to play each role.
Student A |
Student B |
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1. Answer the phone. |
2. Say who you are. |
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3. Greet A. |
4. Ask for an appointment with Ms. Lopez. |
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5. Suggest a time/day. |
6. Say the time/day is not possible. Apologise. |
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7. Accept the apology. Offer a new time/day. |
8. Ask B to repeat: Say the line is bad. |
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9. Repeat the time/day. |
10. Agree. Ask for the address. |
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11. Give the address. |
12. Ask for clarification of any difficult spellings/numbers. |
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13. Clarify where necessary. |
14. Confirm the details of appointment. |
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15. Say goodbye. |
16. Say goodbye. |
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Exercise 2. Test: On the Phone
Choose the best variant.
1. Woman: Hello. 6 — 3 — 4 — 9 — 5. Who's ......... please?
a. talking b. calling c. acting d. hearing
2. Charlie: Yes, hello it's Charlie here. I wanted to ......... how you are.
a. discover b. detect c. uncover d. know
3. Woman: Me? Oh, I'm doing ........., thank you and you?
a. good b. fine c. healthy d. fit
4. Charlie: Well, to be ......... I've had a few problems recently.
a. open b. overt c. honest d. correct
5. Woman: Sorry to hear that. What ......... of problems?
a. species b. kind c. example d. group
6. Charlie: Well, it all started when I ......... my English exam.
a. rejected b. ruined c. collapsed d. flunked
7. Woman: ......... to hear that. That must have been a blow.
a. Pity b. Happy c. Sorry d. Afraid
8. Charlie: Of course that was some time ago and I've got ......... to it now.
a. used b. bound c. held d. tied
9. Woman: By the way I don't know anybody ......... Charlie.
a. entitled b. called c. naming d. termed
10. Charlie: Sorry about that I must have ......... the wrong number. Have a nice day.
a. selected b. given c. dialled d. done
Exercise 3. Fill in the blanks with the words from the box.
1)
apologize |
inconvenience |
oversight |
an error |
immediately |
Sam: Is this Pizza House? We ordered a pizza over an hour ago!
Employee: I _______for that, sir. Can I get your name?
Sam: It's Sam Strait.
Employee: I'm sorry, Mr. Strait, but I can't find your order on our computer.
Sam: What?
Employee: I think there was ________. By some _______, your order was never recorded. I don't know who is to blame for this. Do you know who took the order?
Sam: No, I can't remember. This kind of service is totally unacceptable.
Employee: I assure you, Mr. Strait, this kind of thing rarely happens. We'll get a pizza to your house _______. We're very sorry for the _______.
2)
battery |
wrong number |
busy |
hardly |
hang up |
Diane: Hi, Linda? I've been calling all morning, but the line has been _____.
Linda: Hello? Can you speak up? I can _______ hear you. Who is calling, please?
Diane: It' s Diane! Can you hear me now?
Linda: Hi, Diane! What’s wrong with this phone line? Is your ________ dying?
Diane: It's not my cell phone. This line is terrible. Let me _______ and call you right back. [Both hang up. Diane dials again.]
Woman: Hello?
Diane: Who is this? Is this Linda?
Woman: No, there's no Linda here. I think you have the _______.
3)
connect |
sorry |
is that |
wrong extension |
Hello, ________ Jackie Ryder?
No, this is Paula Coker.
Oh, I'm _________, I must have been put through to the __________.
OK. One moment. I'll try to __________ you to Jackie.
4)
a bad line |
call back |
catch |
a better line |
speak up |
Teresa, I'll be arriving on flight BA 587 tonight.
Sorry, Howard. I didn't ________the flight number. This is _______.
Yes. it is, isn't it? I said flight BA 587.
Sorry, flight BA what? Could you _________ a bit?
OK, Teresa. I'll _______ you and see if we get___________.
Exercise 4. Find a verb from Units 5-6 with the same meaning.
to accept
to break or harm
to fix
to guarantee
to ask for
a change
mistake
connect
to be sorry
to repair
Exercise 5. Correct the mistake in each of the following sentences.
I have not received the pizza I ordered two hours ago!
Send someone to fix it as soon possible!
She thought the service was unaccepting and asked for her money back.
The problem is clearly our fault, so we accept full responsible.
We lost your order because of an error clerical.
The goods are damage.
They weren’t packed correct.
We ordered the C1 model, but you send the C2.
We like to apologize for the delay.
Can you look in the problem?
Activity 1. Match the Dialogues
Student A
Without showing your worksheet to your partner, match your 4 half dialogues to your partner’s (which are in a different order).
Conversation 1
A: Hello, Plus One News. How can I help you?
B: _______________________________________________
A: Ah, hello Mr. Smith. Mr. Johnson is waiting for your call. I’ll just check if he’s available. Please hold the line.
B: _______________________________________________
A: Mr. Johnson?
B: _______________________________________________
A: I’m afraid Mr. Johnson is on another line. Shall I put you through to his secretary?
B: _______________________________________________
Conversation 2
A: Hello. Plus One News. Jane speaking.
B: _______________________________________________
A: Can I ask what it is concerning?
B: _______________________________________________
A: You need to speak to our Mediterranean correspondent, Mr. Johnson. Shall I put you through to him now?
B: _______________________________________________
A: Okay. Please hold the line.
B: _______________________________________________
Conversation 3
A: Hello.
B: _______________________________________________
A: No, I’m sorry. This is Mama Mia Pizza Delivery. You must have dialled the wrong number.
B: _______________________________________________
A: Of course. Go ahead.
B: _______________________________________________
A: No, this is seven three double oh four two four.
B: _______________________________________________
Conversation 4
A: Plus One News Limited. Jane Smithers speaking. How can I help you?
B: _______________________________________________
A: Oh, hi John. How are you?
B: _______________________________________________
A: Not bad. Mr. Johnson always keeps me busy too.
B: _______________________________________________
A: I think so. Just hold the line for a second and I’ll check.
B: _______________________________________________
(Optional) Fill in the gaps with your partner’s half of each dialogue.
Student B
Without showing your worksheet to your partner, match your 4 half dialogues to your partner’s (which are in a different order)
Conversation A
A: ___________________________________________________________
B: Hello. Is that Plus One News?
A: ___________________________________________________________
B: Oh, I’m terribly sorry. Can I just check if I have the right number?
A: ___________________________________________________________
B: Is that seven double three oh four two four?
A: ___________________________________________________________
B: Oh, I do apologize. I’ll try and dial the number again.
Conversation B
A: ___________________________________________________________
B: Hello, this is John Smith calling from the Big Ben News Agency.
A: ___________________________________________________________
B: Okay. Thank you.
A: ___________________________________________________________
B: Yes.
A: ___________________________________________________________
B: Yes please.
Conversation C
A: ___________________________________________________________
B: Hi Jane, it’s John.
A: ___________________________________________________________
B: Very well, but a bit busy since I was transferred to the Middle East. How’s everything with you?
A: ___________________________________________________________
B: Is he available at the moment, do you know?
A: ___________________________________________________________
B: Cheers.
Conversation D
A: ___________________________________________________________
B: Hello. Can I speak to someone on your foreign affairs desk please?
A: ___________________________________________________________
B: I have some information about the situation in the Straits of Gibraltar.
A: ___________________________________________________________
B: Yes please.
A: ___________________________________________________________
B: Okay, thank you.
(Optional) Fill in the gaps with your partner’s half of each dialogue.
Activity 2. Partial Answers and Can/ Will/ Shall
Check your answers from Activity 1 below (don’t worry about the gaps for now).
A: Hello, Plus One News. How ______ I help you?
B: Hello, this is John Smith calling from the Big Ben News Agency.
A: Ah, hello Mr. Smith. Mr. Johnson is waiting for your call. I _____________ just check if he’s available. Please hold the line.
B: Okay. Thank you.
A: Mr. Johnson?
B: Yes.
A: I’m afraid Mr. Johnson is on another line. _________________ I put you through to his secretary?
B: Yes please.
A: Hello. Plus One News. Jane speaking.
B: Hello. ______________ I speak to someone on your foreign affairs desk please?
A: __________________________ I ask what it is concerning?
B: I have some information about the situation in the Straits of Gibraltar.
A: You need to speak to our Mediterranean correspondent, Mr. Johnson. ____________ I put you through to him now?
B: Yes please.
A: Okay. Please hold the line.
B: Okay, thank you.
A: Hello.
B: Hello. Is that Plus One News?
A: No, I’m sorry. This is Mama Mia Pizza Delivery. You must have dialled the wrong number.
B: Oh, I’m terribly sorry. _____________ I just check if I have the right number?
A: Of course. Go ahead.
B: Is that seven double three oh four two four?
A: No, this is seven three double oh four two four.
B: Oh, I do apologize. I ________________ try and dial the number again.
A: Plus One News Limited. Jane Smithers speaking. How __________ I help you?
B: Hi Jane, it’s John.
A: Oh, hi John. How are you?
B: Very well, but a bit busy since I was transferred to the Middle East. How’s everything with you?
A: Not bad. Mr. Johnson always keeps me busy too.
B: Is he available at the moment, do you know?
A: I think so. Just hold the line for a second and I__________________ check.
B: Cheers.
Without looking back at Activity 1, try to fill the following gaps with the correct form with “can”, “will” or “shall”.
Activity 3. Full answer key
Check your answers from Activity 2 below.
A: Hello, Plus One News. How can I help you?
B: Hello, this is John Smith calling from the Big Ben News Agency.
A: Ah, hello Mr. Smith. Mr. Johnson is waiting for your call. I’ll just check if he’s available. Please hold the line.
B: Okay. Thank you.
A: Mr. Johnson?
B: Yes.
A: I’m afraid Mr Johnson is on another line. Shall I put you through to his secretary?
B: Yes please.
A: Hello. Plus One News. Jane speaking.
B: Hello. Can I speak to someone on your foreign affairs desk please?
A: Can I ask what it is concerning?
B: I have some information about the situation in the Straits of Gibraltar.
A: You need to speak to our Mediterranean correspondent, Mr. Johnson. Shall I put you through to him now?
B: Yes please.
A: Okay. Please hold the line.
B: Okay, thank you.
A: Hello.
B: Hello. Is that Plus One News?
A: No, I’m sorry. This is Mama Mia Pizza Delivery. You must have dialled the wrong number.
B: Oh, I’m terribly sorry. Can I just check if I have the right number?
A: Of course. Go ahead.
B: Is that seven double three oh four two four?
A: No, this is seven three double oh four two four.
B: Oh, I do apologize. I’ll try and dial the number again.
A: Plus One News Limited. Jane Smithers speaking. How can I help you?
B: Hi Jane, it’s John.
A: Oh, hi John. How are you?
B: Very well, but a bit busy since I was transferred to the Middle East. How’s everything with you?
A: Not bad. Mr Johnson always keeps me busy too.
B: Is he available at the moment, do you know?
A: I think so. Just hold the line for a second and I’ll check.
B: Cheers.
Practice the dialogues in pairs.
Practice more times, covering more and more of the bottom of the conversation each time. You don’t have to use exactly the same words as is there, but you do have to successfully finish the conversation each time.
Activity4. Crossword
Across
2. it can be city, country or trunk
6. you do this when the line is busy but you still want to get through to this person
8. in large companies it is the first person who answers the phone
9. you do it when there is something wrong with the item you bought
10. you leave this when the person you want to speak to is not available
Down
1. an additional telephone using the same line as the main one
3. you use it to look up the phone number of a person you want to call
4. when the person you want to speak to is not at their desk and you can leave a message on it
5. still a very important tool for business communication
7. a kind of line you phone when you want to book a flight or a hotel
Activity 5. Reading
Choose the appropriate title (a-f) for each step (1-6).
Ask for the next step.
Get in the mood.
Be yourself.
Know why you are calling.
Prepare a "script".
Speak briefly, then listen. Make it a conversation.