17. Put the conversation in order 1-11. See the example.

A.: Can I ask who's calling, please?

A.: One moment please. Sorry his line's engaged. Would you

like to leave a message?

A.: Friday the tenth.

A.: 1449 41255...?

A.: ABC Company, good morning, Jane speaking. Can I help you?

В.: Yes. Could you tell him that Bradley Gough called that's b- r-a-d-l-e-y new word g-o-u-g-h, and the meeting's been rescheduled for next Friday, that's Friday the tenth.

В.: Yes, and if there are any problems he can get me on myicell phone. The number is 1449 4125578. \

В.: Could I speak to James Smith, please?

В.: 5578.

В.: Bradley Gough.

A.: 5578, OK. I'll make sure he gets your message.

18. Complete the dialogue with statements or questions.

A.: Could I speak to Pete Brown, please?

В. A.: This is Stephen Hicks from Fielding and Co. I was given your name by Donald Grant, who told me you were responsible for marketing computers.

В.: Actually I'm no longer in the computer department. I'll just put you through to Mary Brooks who's taken over from me. Could you hold on a moment, please?

A.: , .

В.: (pause) Sorry, Mary's in a meeting at the moment.

A.: __?

В.: Yes, of course.

A.: .

В.: 0317 8788 976 and could I have your name again please?

A.: . . .

В.: _?

A.: S-t-e-p-h-e-n new word H-i-c-k-s.

В.: .

A.: Thanks a lot. Bye.

19. Sometimes, there may not be anyone to answer the telephone and you will need to leave a message on an answering machine. Leave a message for a groupmate you are calling at home. You need to make sure that you have stated all the most important information: your name, the time, the reason for calling, your telephone number.

20. Make up dialogues of your own, using the above expressions and illustrative dialogues as models.

Situations:

a) You work for a company called Conglomerate Group. You are going to answer a phone call from a client. Follow the prompts below.

1. Answer the phone.

1. Ask the caller to spell his/her first and last names and the name of the company.

2. Tell the caller that the person wanted is not available.

3. Give reasons for that.

4. Take a message.

6. Check all the details.

7. Finish the conversation.

b) You are the caller and your name is Kevin Berkvist. You work for a company called White Inc. You are going to phone a company called Alpha Group. You want to speak to Brian Williams and tell him that the meeting will be held at 5 p.m. on Monday. Brian Williams is not available. Follow the prompts below. One of your groupmates will begin the phone call.

1. Say who you are and why you are calling.

2. Give your email address and phone number.

End the conversation.

: SECTION 4

LISTENING

21. Listen to the dialogue "Marie Rings Richard Johnson".Answer the questions that follow.

1. . What does Marie work for?

2. . What is her phone number?

3. . What is her phone extension number?

4. . Why is Marie calling?

5. . Can she speak to Richard Johnson?

6. . Why is the secretary having difficulty in understanding the

caller?

22. As you listen, complete the table with the expressions tne callers use.

1. Answering the phone.

2. Connecting the caller.

3. Clarifying what the caller says.

4. Leaving a message.

5. Ending the conversation.

23. Check your answers with your groupmates and tapescript 2.

24. Act out the dialogue.

25. Tell your groupmates about business phone etiquette rules.

2. How do you spell your last name? ___

3. And where did you say you are calling from?

4. Could you speak up a bit, please?

5. I'm afraid he's busy right now.

6. Can you hold on, please?

7. Will you call back, please?

h) Can I take a message?, .

i) Does he have you phone number or email address?

j) Thanks for calling.