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X. Here are the answers but what are the questions?

  1. ………………..?

This is Ivanna Gorbach.

  1. ………………….?

G-O-R-B-A-C-H, Gorbach.

3. …………………..?

Yes. Can you just tell her Ivanna called?

4. ………………….?

Yes, I’ll tell him as soon as he gets in.

5. ……………………..?

Certainly. Can you give me your number?

XI. Put the following extracts of phone calls into the correct order:

a) - Just a moment, Mr Jones, I’ll put you through.

- Yes, I’d like to speak to Ms Fields.

- Peter Jones.

- Who’s calling, please?

- Pan Electronics. Can I help you?

b) – She’s got it, but just in case, it’s 244-13-19.

- Could you ask her to call me back?

- Could I speak to Mrs Smith?

- Yes of course. Could I have your number?

- I’m afraid she’s out at the moment.

XII. Supply the prepositions where necessary:

  1. Could you put me … Mr Brown, please?

  2. Could you hold … ?

  3. May I speak … Mr Brown?

  4. I would like to leave a message … Mr Johnson.

  5. I will pass the message … Mr Brown.

  6. Mr Smith is out … the moment.

  7. There is no reply … his number.

  8. This is Vlasenko … the Ukrainian Embassy.

  9. I would like to talk … you … business.

  10. I am calling to confirm your appointment … Mr Archer … next Friday … 4 p.m.

XIII. In business, phone calls are often interrupted. Look at the difficulties and distractions. Match each one to an appropriate response from the box.

  1. Your colleague comes in and wants you to sign something.

  2. Your colleague leaves a few seconds later.

  3. There is a terrible noise right outside your office.

  4. Your boss wants a word with you-now!

  5. Someone else is trying to call you.

  6. The other person gives you his/her name – it’s unpronounceable!

  7. You think you misunderstood the information the other person just gave you.

  8. You gave the other person a lot of information very quickly.

a) Sorry, could you speak up a little?

b) I’ve got someone on the other line. Can I call you back?

c) OK? Did you get all that?

d) I’ll have to go, I am afraid. I’ll call you back later.

e) Sorry about that. Where were we?

f) Excuse me, please. Just a moment.

g) Sorry, could you spell that for me, please?

h) Can I just check that with you?

XIV. What do you say if:

  • the person wanted on the phone is out

  • someone rings you up by mistake

  • you can’t hear the person’s name on the phone

  • you don’t know by the voice who is ringing you up

  • you are busy at the moment and can’t have a talk on the phone.

XV. Make up dialogues to fit these situations:

  1. Your partner answers the phone. You wish to speak to his/her brother (who is at home).

  2. Your partner answers the phone. You wish to speak to his/her sister but she is not at home. You will call back later.

  3. Your partner answers the phone. You wish to invite his/her sister to a party. She is not at home so you leave a message.

  4. Your partner answers the phone. You wish to speak to Charlie Brown. Your partner doesn’t know anyone of that name.

  5. You work for Advertising Agency. You call Bill Jones of Eastern Construction Company. His secretary answers. He is at a meeting. You will call back later.