1. Beginning a Call

Call Student A.

Introduce yourself (you are Sam Nichols). Ask for Flora.

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

2

Student A will call you.

Answer the phone (your company name is Sun Travel).

After A introduces him/herself, check the name.

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

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

2. Ending a Call

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

You called to tell A about tomorrow's meeting. It starts at 10.30.

Ask if A can arrive ten minutes early (there's something you want to discuss before the meeting).

Agree to the request A makes.

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

Thank A (they called you back). Agree to As request.

Accept A's offer.

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

3 Consolidation 1

Make a call to Student A.

Call ZBD Insurance.

You want to speak to Dave English (extension number 637).

Check the name of the company.

Check their phone number – the number you want is 0207 315649.

4. Connecting People

In 1-4 you are answering the phone.

1

You work for Kennedy Cars. Answer the phone. Check the caller's name. Ask them to wait. Put them through to Bob.

2

You work for E20 Services. Answer the phone. Ask the caller to wait. Tell them Rosa is unavailable.

3

You work for Datasolve. Answer the phone. Ask the caller to wait. Check the caller's name. Tell them Yuki is busy but will ring back in five minutes. (If they ask to speak to someone else, suggest Ingrid, on extension 2895.)

4

You work for R and R Rentals. Answer the phone. Ask the caller to wait. Tell them there is no one available in the department. If they ask for a name and number, suggest Mr. Parsons (452631).

In 5-8 you are the caller. Invent a name or use your own.

5

Ring IT Systems. Ask to speak to Gloria in Accounts.

(If they ask you to hold on because Gloria is busy, say you can't wait but will call back later.)

6

Ring PR Products. Ask to speak to someone in the Sales Department.

(If they ask you to hold on because there's no one available, say you will for a couple of minutes.)

7

Ring Quicktech. Introduce yourself. Ask for Pia in Marketing.

(If they ask you if you want to speak to someone else, say that you do.)

8

Call Henderson and Co. Ask for someone in the Human Resources department. (If they ask you if you want to speak to someone else, say that you'll try again later, but you would like a name and number so you can call direct.)

5. Messages 1

You are going to give two messages to Student A and take two messages from Student A.

Work with another Student B to prepare your messages. Discuss the key words and any details that may be difficult for Student A.

Practise your messages with your partner.

Join Student A and take their messages. Then give Student A your messages. Make notes.

Then check each other's messages and discuss how well you gave them.

1

Your name is Jon Street. You want to leave a message for Samad Abdul. You need him to give you the address of Wu Sing in Kuala Lumpur. You need it before five o'clock today.

2

Your name is Sam Field. You want to leave a message for Mireille Blanc. You want her to call the manager of CMJ International in France by the end of the week to discuss their new catalogue.