Supplement role play communication

STUDENT A

(STUDENT B page 120)

1 Beginning a Call

Student B will call you.

Answer the phone (your company name is ABC Software).

After B introduces him/herself, check the name.

After B has introduced him/herself again, ask him/her to wait.

2

Call Student B.

Introduce yourself (you are Nicky Richards). Ask for Peter.

When B checks, clarify who you are / say why you're calling and ask for Peter again.

Now think up more names of people and companies, and ways of clarifying who you are. Practice more calls with B. Take turns to answer the phone.

2 Ending a Call

You are ending a call with Student B. Student B speaks first. Include the following in your conversation:

Thank B (they called you). Agree to the request B makes. Ask B to give your regards to John.

You are ending a call with Student B. You speak first. Include the following in your conversation:

Ask B to book a table at The Black Rose restaurant for next Wednesday at 1 pm.

Offer to photocopy the report and bring it with you.

You'll see B next Wednesday at 1 pm at The Black Rose restaurant.

3. Consolidation 1

Student B will call you.

Answer the phone with the name of your company (Computer World). Your phone number is 0207 316549.

This is pan of an alphabetical list of all the names and extension numbers of people who work in your company;

DAWSON, Pete	761
GREAVES, Sophie	943
HENDERSON, Kate	265

4. Connecting People

In 1-4 you are the caller. Invent a name or use your own.

1

Phone Kennedy Cars. You want to speak to Bob in the Customer Services Department.

(If Bob is unavailable, say you'll ring back later.)

2

Call E20 Services. You want to speak to Rosa in Personnel. (If Rosa is not available, say you'll ring back later.)

3

Call Datasolve. Introduce yourself. You want to speak to Yuki in the Sales Department.

(If Yuki is unavailable, ask for the name of someone in the department you can speak to.)

4

Ring R and R Rentals. Introduce yourself. You want to speak to someone in the Marketing Department.

(If there is no one available, ask for the name of someone in the department you can call later, and their direct line number.)

In 5-8 you are answering the phone.

5

You work for IT Systems. Answer the phone. Ask the caller to wait. Put them through to Gloria.

6

You work for PR Products. Answer the phone. Ask the caller to wait. Ask the caller what their name is. Say everyone is on the phone and ask the caller if they want to hold on.

7

You work for Quicktech. Answer the phone. Ask the caller to wait. Check what their name is. Tell them that Pia is unavailable and ask if they want to speak to someone else.

8

You work for Halls. Answer the phone. The caller has got the wrong number/company - they want Henderson and Co. Continue in your role and make sure the caller realises they've got the wrong number/company - see how well they deal with the situation!