8. Put the phrases of the dialogue in the correct order.

Secretary	Mr Lee
Lisa Bond’s office. I’m sorry, Mrs Bond’s in a meeting right now. May I take a message? She should be free later this afternoon.	a) My name is Mr Lee from Central Trading Company in Hong Kong. b) Yes, that’s right. I’ll be in all afternoon. c) Thank you.
Certainly. What was your name again, please? And what number are you on, Mr Lee? Right. So that’s Mr Lee of Central Trading Company in Hong Kong and Mrs Bond can reach you on (852) 887 2140. Is that right? Fine, I’ll give her the message, Mr Lee.	d) Well, I do need to speak to her. Do you know when she’ll be free? e) My number is 887 2140. The code for Hong Kong is 852. f) Lisa Bond, please. g) I see. Well, this is Mr Lee of Central Trading Company in Hong Kong. I wonder if you could have her call me back?

H 9. Cameron is calling his colleague Maria, but she is out. Fill in the gaps in the telephone conversation.

Начало формы

Leslie:	___________
Cameron:	Hello, is this Leslie?
Leslie:	Yes? _____________ ?
Cameron:	It's Cameron here. ________________Maria?
Leslie:	No, she’s just ___________ out for a moment. Can I take a message?
Cameron:	Yes, thanks. ____________ ask her to email me Invoice # FA 121375?
Leslie:	Sure. Just let me write that down. Oh, Cameron. Could you _________ for a second? I have to take another call.
Cameron:	No problem.
Leslie:	Hi. Sorry about that. Now could you please ____________ that information? I didn't have a pen handy.
Cameron:	Sure. Ask her to email me Invoice # FA 121375.
Leslie:	Okay, I've got it. Is there anything else?
Cameron:	No, __________.
Leslie:	Okay. Oh, there's my other line again. I'd better ___________.
Cameron:	Okay, thanks again. Bye for now.
Leslie:	_____________

SPEAKING

10. Practise these conversations in pairs. Use the diagrams and useful phrases to help you. Take turns to play each role.

A.

		STUDENT A		STUDENT B
		1) Answer the phone.
				2) Give your name. Ask to speak to Mr Boyle in IT.
		3) Apologize and say Mr Boyle can’t take the call. Give a reason.
				4) Say it’s urgent.
		5) Offer to take a message.
				6) Accept the offer.
		7) Ask B to wait while you prepare.
B. STUDENT A			STUDENT B		Useful phrases Jane speaking. The line is busy. Can I leave a message? I’ll give him the message. Do you want to call back later? Can I have your mobile number / home number / work number? I’m phoning about… …asked me to call. Could you ask her to call me back? Could you spell your name, please? Could I have your name again? Could you repeat that? I’m sorry, I didn’t catch that.
	1) Answer Tess Whitehouse’s phone.
			2) Introduce yourself and ask to speak to Tess Whitehouse.
	3) Say Tess is not available. Check B’s name.
			4) Spell out your name and clarify who you are.
	5) Offer to take a message.
			6) Say “No” and that you’ll call again.

H 4 11. Make the following calls using the information below. Use useful phrases (p.13) to help you. Take turns to be A and B.

MAKE CALL 1: Call LogicConcept. You need to speak to Maggie Ford. Your fax machine isn’t working. You want her to send all faxes to 44 1295 783466 for the rest of this week. TAKE CALL 2: You work for Mark Williams. He is out at the moment. Take the message. MAKE CALL 3: Call your friend Alan in America. If he’s not there, leave a message for him to call you. Use your own name and telephone number.

TAKE CALL 1: You work for LogicConcept. Maggie Ford’s line is busy at the moment. Take the message. MAKE CALL 2: Your name is Jackie Innis. You want to leave a message for Mark Williams. You’re at the airport and have just heard that your flight is delayed. It is going to arrive at 16.40 instead of 14.20. If Mark Williams can’t meet you, he needs to ring you as soon as possible on your mobile. The number is 07973482316. TAKE CALL 3: You live in America. You are Alan’s brother / sister. Alan is out at the moment. Offer to take a message. Take the caller’s name and phone number.

WRITING

H 12. Your co-worker asked you to order a dinner for a group of four people, but you failed to do that. Write a note and an SMS message for your co-worker saying that you haven’t ordered the dinner and explaining why.

Part 3. Communication Problems

BEFORE YOU START