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3. Think of a colleague or client. Imagine you are leaving a voicemail message and complete this message in your own words.

1. Introduce yourself.

2. How you know the person.

3. Give reasons for calling.

4. Give contact details.

5. Give availability.

6. Give alternative.

7. End message.

Hello.

My name's.

I work for in .

You might remember that we …...…………………………….

You suggested I call you to ……………………………………

You can contact me on ………………………………………..

I won't be in this afternoon but you can normally reach me …..

Or I'll try calling you again.

Look forward to speaking to you. Goodbye.

V. Telephone manners

1. Phone etiquette

Do any of these things annoy you about telephones and why?

1. People who don't switch off their mobiles during films.

2. People who take mobile calls during a conversation.

3. People who eat or drink while they're talking on the phone.

4. People who talk loudly into mobiles in public places.

5. Calls from companies that are selling something.

6. People who phone during mealtimes, or very early or late.

7. Long recorded messages when you are paying for the call.

8. Famous tunes or silly sounds as ring tones.

9. Loud music while you're waiting to get through.

10. People who never check their voicemail.

2. In the conversation, Sally shows interest and understanding. Read sentences 1-9 from the listening and tick what Sally says next: a or b. Then listen again and check your answers.

1. Caller: I have a bank account with your bank.

a) Right.

b) Really?

2. Caller: And I'm calling about a mistake on my account.

a) I see.

b) Oh dear.

3. Caller: I seem to have paid the amount same amount twice this month.

a) When?

b) OK.

4. Sally: Before we begin I just need To ask you a few details.

a) Is that OK?

b) Right.

5. Caller: The number is 022 335 367.

a) What was it?

b) That's great.

6. Caller: It's 45 Hensell Str

a) That's fine.

b) Good.

7. Sally: was it this month?

a) Is that right?

b) Are you sure?

8. Caller: I pay it by direct debit.

a) Yes.

b) Right.

9. Caller: This month it went out twice

a) I understand.

b) That's very unlikely.

Match functions 1-7 with responses a-g.

1. Show you're listening. a) Oh dear.

2. Show you understand b) Is that right?

3. Show surprise. c)Right./OK./Uh-huh.

4. Show sympathy. d) I see. /I understand.

5. Show you have the information. e) That's fine. /That's great.

6. Check you understand. f) Really?

7. Check the caller agrees. g) Is that OK?

3. Listen to four telephone calls and match them to their description.

Call 1. a) The caller is kept waiting.

Call 2. b) A business contact calls to ask a favor.

Call 3. c) A sales executive calls with a quote.

Call 4. d) There is a communication breakdown.

Listen again and answer the following questions.

Call I

a) What's the misunderstanding?

b) How does the man receiving the call deal with the problem?

c) Do you ever have difficulties answering calls in English?

Call 2

a) How does the person receiving the call avoid another call?

b) Do you think he is really in a meeting?

c) Do you ever pretend you're busy just to get someone off the phone?

Call 3

a) How would you describe the telephone manner of the person receiving the call?

b) What is the caller calling about?

c) Have you ever been treated unprofessionally on the phone?

Call 4

a) Where did the speakers meet?

b) What does the caller want?

c) Have you ever received a phone call from someone you have met but can't remember?

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