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21. Put the dialogue in the right order:

a) Speaking.

b) Hi, Tarmo.

c) Thanks, Tarmo.

d) I’ll do it now.

e) Of course.

f) Did you get my message?

g) You’d like me to send directions to the office.

h) Can I speak to Tarmo Star, please?

i) Yes, that’s right.

j) Could you send them today?

k) Yes, I did.

l) See you soon.

22. Work in pairs. Practise the telephone conversation, using the expressions you have learnt:

Receptionist Caller

  • Answer phone.

- Ask to speak to Angela Thompson.

- Ask who’s calling.

- Give your name and company.

- Ask caller to hold the line.

Say she’s at the meeting.

Offer to take a message.

- Give the message.

- Repeat the message.

- Say thank you and good-bye.

- Say good-bye.

23. Test your telephone techniques. Your answers should be “yes” or “no”.

  1. Do you answer your phone within one to three rings?

  2. Does your answer include a greeting such as “Hello”?

  3. Does it include your full name, rather than only your first name (which is too informal) or just your last name (which can sound too abrupt)?

  4. Does it include a verb – as in “This is Mathew Jones” or “Mathew Jones is speaking”?

  5. If you share an extension, does your answer include your department’s name?

  6. If you regularly receive outside calls, does your answer include your company’s name?

  7. Is your answer fewer than 10 words?

S c o r e: The more “Yes” answers you have, the more polite your answers are.

A modern office

1. Read and memorize the following words and word combinations:

skyscraper - a very tall modern city building

plaque - a piece of metal or stone with writing on it

lobby - entrance hall, corridor

shredder - a machine that cuts documents into long narrow pieces so that no one can read them

filing cabinet - a piece of office furniture with drawers for keeping letters, reports etc

notice board Br.E / bulletin board Am.E - a board on the wall that you put information or pictures on

overhead projector - a piece of electrical equipment which makes words and images look larger by showing them on a wall or large screen

transparency - a sheet of plastic through which light can be shone to show a picture or writing on a large screen

mobile phone (Br.E); cellular phone or a cell phone (Am.E).

inkjet printer - a type of electronic printer usually connected to a small computer

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