- •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
Asking Politely
Exercise 1. Use the words and phrases in the box to make seven expressions which start with if.
get a minute not too much trouble got time possible would not too busy can |
Exercise 2. Divide the text into twelve things someone might phone to ask you to do. All the requests start with Could you...?
Could you…?
Emailmemyflightdetailsletmehaveacopyofthereportgetontooursuppliergetbacktomewithinthehourtakeaquicklookattheproposalarrangeforsomebodytomeet thematthestationsetupameetingwiththeheadsofdepartmentssendtheiraccounts departmentareminderfixmeanappointmentbooktheconferenceroomforthreefax thefiguresthroughtomeorganiseatouroftheplantforsomevisitors |
Exercise 3 . Work with a partner. Take it in turns to make and answer polite telephone requests. Use the language from 1 and 2 above.
For example:
1
A If you've got a minute, could you get on to our suppliers?
B Sure. I'll do it now.
A Thanks.
2
A Could you book the conference room for three if you can?
B Well... I'm a bit busy.
A OK, I'll do it myself
Making Calls
1. Questionnaire
How comfortable are you speaking English on the phone? Work with a partner. Complete and discuss the questionnaire below using the correct form of the following verbs:
have lose shout wish keep try want sound misunderstand |
Be honest! Can you remember a time when you…
totally _______ what someone said on the phone?
really _______ rude and unhelpful because you were busy?
constantly _______ to ask the other person to repeat what they said/
just _______ putting off a call because you didn’t want to speak English?
actually _______ at someone on the phone?
completely _______ track of the conversation?
just _______ you could talk to the other person face to face?
even _______ pretending you were out to avoid taking a call?
really _______ to kill the person on the other end of the phone?
2. Telephone expressions
A lot of English you need on the phone is just a small number of key words used in different combinations. Work with a partner. How many telephone expressions can you make in 2 minutes using one word or phrase from two or more sections below (e.g. Can I have your name, please?)
can |
I you |
ask check speak to take care, see if help have give speak up hold on get tell leave say spell read get back to |
who’s me you he/she him/her your name a message someone something a moment it that
|
please about it again with me back to me I called within the hour to call me back a few details on that is there for me later today calling when he/she’ll be back |