Language input
Ex. 3. Learn the new words and word combinations. Consult the dictionary if you don’t know the meaning.
To make / to have / to keep / to postpone / to cancel / an appointment
To arrange a meeting
To check an appointment book / to check an appointment list / to consult the diary
To apologize / to offer apologies / to offer sincere apologies
To be tied up / to have an urgent matter
Ex. 4. The following phrases will help you to make / confirm / change the appointments. Learn the phrases and discuss the questions below.
Making arrangements
Formal |
Informal |
I’d like to make an appointment with … I was wondering if we could get together to talk about… Could we meet to discuss… Can we fix / arrange a date for our meeting? What day will be convenient for you? What time would be convenient for you? I look forward to seeing you. |
Do you want to meet sometime? When are you free? Let’s meet … Is Friday evening Ok? Ok, see you then! |
Confirming arrangements
– I’m ringing to confirm our meeting tomorrow. 2.15 at your office, as we arranged? as we said? – Good. I look forward to seeing you. Goodbye. |
as
we agreed?Changing arrangements
I’m afraid that… I’m sorry but… (I’m afraid that I can’t manage Friday. I’m rather tied up). Can you move it back to Monday? Can we bring it forward to Tuesday? Could we push back the meeting to six? Could I suggest…? / What about…? / Perhaps…? Explaining circumstances I have a conflict in my schedule. I've had a change in my schedule. An urgent matter has come up in our London office. |
1. What is the difference between formal and informal way of making arrangement?
2. Is it always necessary to use formal language talking to business partners? Are there any exceptions? Give the examples.
Ex. 5. Practice the following dialogue with a partner.
A: Hello, Mr. Zane. This is Henry Grant over at Hitachi.
B: Hello, Henry. What can I do for you?
A: I was wondering if we could get together on Tuesday to talk about the specifications on the relays you ordered.
B: Tuesday sounds fine to me, what time is good for you?
A: How about 2 p.m.?
B: I’m sorry, I’ve got to meet with Mr. Smith then, but any other time is fine.
A: Can we try 3 p.m.?
B: That’s perfect. I look forward to seeing you.
A: Thank you Mr. Zane, I’ll see you on Tuesday then, at 3 p.m.
Ex. 6. Insert words or phrases you find appropriate and act out the dialogue.
Michelle: Mr. Smith’s office! How can I help you?
You: …………………...……….. An urgent matter has come up in my London office and needs my immediate attention. I offer sincere apologies to Mr. Smith. Could I suggest ……………………….?
Michelle: Could you hold on for a minute, Mr. …….. . I’ll just look in the diary. So when’s convenient for you?
You: ……………………………………………….. .
Michelle: Monday … let me see … he’s out of the office all morning. But he’s free in the afternoon, after about three.
You: ………………………………………………. .
Michelle: So shall we say 4.10 next Monday, in Mr. Smith’s office?
You: Yes, that sounds fine. ……………………………. .
Michelle: Okay, then. Bye.
Ex. 7. Produce a dialogue based on the suggested topic.
You’d like to change the appointment with Mr. Brown. You call him and find out that he isn’t in. Speak to his secretary and try to find the other day which will suit Mr. Brown busy schedule.
Listening
Ex. 8. Listen to the telephone conversation between Peter Jefferson and the secretary of Mr. Brian Hibberd and answer the questions.
1. What is the purpose of Peter Jefferson call?
2. Did he manage to talk to Mr. Hibberd?
3. How long will Mr. Hibberd be on holiday?
4. Is Mr. Hibberd free all day next Wednesday?
5. What is the exact time of the appointment?
Telephone
Warming up
Ex. 1. Look at the picture and discuss the questions below.
1. Have you ever spoken English on the phone?
2. What difficulties can one have using phone in English? What should a person do to deal with them?
3. Have you ever had to deal with a difficult phone call? How did you manage with it?
Language input
Ex. 2. Learn the new words and word combinations. Consult the dictionary if you don’t know the meaning.
area code (AmE) / dialing code (BrE)
answer phone / answering machine
bad line
busy (AmE) / engaged (BrE) line
extension
missed call
receiver
switchboard operator
telephone book / directory
telephone charge
telephone box / booth
telephone network
voice mail
voice message
to call back / ring back
to cut off
to dial (redial) the (wrong) number
to get through
to hang up
to hold on
to look up
to speak up
to put someone on speaker phone
to put through
to pick up the receiver
to replace the receiver
Ex. 3. Look at the sample definition and define the words below.
E.g. Switchboard – is an electronic system to receive and transfer telephone calls.
Collect call; directory enquiries; long distance call; area code; ex-directory.
Ex. 4. The following useful phrases will help you to manage the telephone call.
Caller |
Receiver |
Can I speak to …, please? Could I speak to… please? Thanks for returning my call Sorry, we were cut off Could you tell him ...? I’ll spell it I'll call back later Could you give him a message, please? |
How can I help? Who’s calling, please? Who shall I say is calling? Who is on the line, please? Could / can / will / would you give me your name, please? Please hold / Hold the line, please I’ll just put you through |
Asking for repetition
I’m sorry, I didn’t quite catch that / Sorry, I didn’t get that Could you say that again please? / Could you repeat that please? Could you speak a little slower please, as my English isn’t very good? I’m afraid this line isn’t very good, can I phone you back on my land line? Could I just go through the main points again? / Could you summarize the main points again please? Could you speak up / speak louder a bit, please? Could I just confirm that you said 13th January and not the 30th? |
If the person called is not available
I’m afraid / sorry … isn’t available / isn’t in / isn’t in the office / is on the other line / is away for a few days. Shall I put you through to his / her secretary? Would you like to call later? Can I give him / her a message? / Can I take a message? |