Please hold … / Trying to connect you … / Thank you for waiting … / I’m putting you on hold …

Track 1.55 Call 1, Part 3. Underline the differences in Cathy Lowe’s massage. Then listen again and correct them.

Part 3 Welcome to the Sprint voice mailbox of Cathy Lowe. I’m not at work right now. Please give your name after the beep, and I’ll call you soon. Thank you for contacting me.

Track 1.56 Call 2. Wright the numbers in the spaces.

1. Press __________________ for reservations.

2. Press __________________ for recorded information.

3. Press __________________ for brochures.

4. Press __________________ for other inquiries.

Task 3. Remember the useful expressions for different parts of telephone conversation given in the speech balloons below. Can you add any more?

Answering the phone

• Good morning/ afternoon/ evening, Jackson Enterprises, Sally Jones speaking.

• T his is ... speaking

• How can I help you?

• Could you speak up, please?

• Who's speaking, please?

• Am I speaking to ...?

• Could you spell that please?

• Who would you like to talk to, sir/ madam?

Asking for someone

• I'd like to speak to ...

• Could I speak to someone who ...

• Could you put me through to Mr Jones, please?

Putting someone on hold

• Just a moment, please.

• Hold on, please.

• Hold the line, please.

Putting someone through

• I'll put you through to...

• I'll connect you to...

• I'll put... on the line

• I'm sorry, there's no reply from Mr Jones

• One moment please, I'll see if Mr. Jones is available.

Problems

• I'm sorry, I don't understand.

• I cannot hear you very well.

• You must have dialed the wrong number.

• I've tried to get through several times, but it's always engaged.

Asking someone to call back

• Thank you for waiting. I'm afraid Mr Jones is not in at the moment.

• I'm sorry, Mr Jones is in a meeting. Can/ Could you call back later in the day?

Taking a message

• Can I take a message?

• Would you like to leave a message?

• Can I give him/her a message?

• I'll tell Mr. Jones that you called.

• I'll make sure Mr. Jones rings you as soon as possible.

• At what number can you be reached?

Task 4. Answer the questions:

1. Which is more polite?

a) I want to speak to Mesa Makita, please. b) I’d like to speak to Mesa Makita, please.

2. Fill in the gap and explain the meaning: __________ the line, please.

3. You might hear I’m sorry but she’s in a meeting at the moment. Think of some other reasons why the person is not available:

I’m sorry but she’s …

I’m sorry but she’s …

4. A receptionist might say I can put you through now. What does this mean?

If you want tot speak to a particular person or department, you say Can you put me through _________ extension 387, please? What is the missing word?

5. If often sounds better to replace OK by O_____ c_______, or Cer_____, or S_____e.

3. You can confirm a letter of the alphabet by using a country or city name. Fill in the missing word:

That was “L”, L _____ London.

7. Fill in the missing letters in these phrases used to check if the message is finished.

Is there a_____g e_____e? – No, _____’s all. / Yes, there’s s_____ing e_____e.

8. To finish a call in a friendly way the caller can say Thanks for y_____ h_____ and the receiver can respond Thank you for c_____g .