Τηλεφωνική επικοινωνία

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Τηλεφωνική επικοινωνία

Transcript of Τηλεφωνική επικοινωνία

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    ENOTHTA 7

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    7: ........................................................................................... 3

    ................................................................................................................................. 3

    .................................................................................................... 3

    ............................................................................................................................ 3

    7.1: Talking on the phone ..................................................................................... 4

    7.2: Language of telephoning ............................................................................... 5

    7.4: Getting information / taking messages ....................................................... 10

    7.5: Arranging meetings solving problems ...................................................... 12

    ............................................................................................................................... 15

    ............................................................................................................................... 15

    ...................................................................................................................... 17

    ................................................................................................................. 21

    ...................................................................................................... 24

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    Talking on the phone

    The language of telephoning

    Guiding a phone call

    / Getting information / taking messages

    / Arranging meetings / solving problems

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    7.1: Talking on the phone

    1. : Have you ever made a phone call in English? Who did you speak to? Did

    you have any problems?

    Look at what a student of English says on the phone. What problems is he having?

    1. Repeat!

    2. More slowly!

    3. Again, please!

    4. Speak up!

    5. Please spell!

    2. : Make what he says more polite and friendly. Put the words in

    the right order to make useful telephoning language expressions.

    a. say you that again please , could ?

    b. Im you I quite hear , cant sorry .

    c. please up could , bit speak you a ?

    d. that do spell how you ?

    e. Im quite catch , didnt I sorry that .

    f. bit , speak slowly you could please a more ?

    3. : Match the telephoning verbs with the nouns.

    a. pick

    b. answer

    c. make

    a message

    a number

    the phone down

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    d. ring

    e. put

    f. leave

    g. dial

    h. hold

    someone up

    the phone up

    the line

    the phone

    a call

    4. : Listen and decide what to do (you can sometimes do

    more than one thing).

    put the phone

    down/hang up

    answer the phone

    try again later

    hold on / hold the line

    dial an extension

    number

    dial a single number

    redial with a new

    number

    leave a message

    check you have the

    right number

    7.2: Language of telephoning 1.: Use the verbs in the box to complete the phrasal verbs in these telephone

    situations.

    put cut hold get call ring pick speak look hang

    a. Shes not in her office but if youd like to _______ on a minute Ill find her.

    b. His lines free now, caller. Im just _______ you through.

    c. I can hardly hear you, Melanie. Can you _______ up?

    d. Hello, Janet, hello the line has gone dead. I think weve been ______ off.

    e. Oh, no, the numbers still engaged. Ive been trying to _______ through all

    day.

    f. There is no news yet, but I promise Ill _______ you up as soon as I know.

    g. If you dont know the number why dont you _______ it up in the phone book.

    h. Sorry dad, but my taxi is waiting outside. Ive got to _______ up.

    i. Could you tell her Ill ________ back later.

    j. If the phone rings, please dont _______ it up. Im expecting a fax.

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    2. : a. Complete the missing words and phrases in these telephone

    conversations. b. Mark the sentences C for the caller and A for the person answering.

    formal Informal

    1. Could I _____ to the manager, please? 9._____ I speak to John, please?/ Is

    John _____, please?

    2. _____I _____ whos calling? 10. Whos _____?/ Who _____ it?

    3. Hold _____ a moment, please.

    Ill just _____ if hes in his office.

    11. Hang _____ a second,

    12. Ill just _____ her.

    4. _____ I take a massage?/

    5._____ to _____ a message?

    6._____ you _____ her I called?

    13. Can I _____ her a ______?

    14. Just _____ her I ______.

    7. Ill ring/phone _____ later. (formal

    and informal)

    8. Goodbye. 15. _______.

    3. : Decide what you would do or say in the following telephone situations.

    Use the phrasal verbs above.

    a. You are talking on the phone when suddenly the line goes dead.

    b. Someone asks you to take a message but you cant find a pen.

    c. You get a call for a colleague but she is out. Suggest the caller tries again in an hour.

    d. You want to transfer a call. Explain to the caller that you are going to try and connect

    them to another department.

    e. You are trying to organize a theatre visit for a group of friends. Explain that you have

    been trying to phone the theatre all day without success. The phone is always busy.

    f. A friend has rung to ask for the number of a hotel you stayed in. sk them to wait while

    you find the number.

    g. You are about to go out to the cinema when the telephone rings. Tell your friend not to

    answer it. The caller can leave a message on the answering machine.

    4. : a. Put the conversation in the correct order. b. Listen

    and check.

    _1_ Karen Mr Blakemores office, Karen speaking.

    ___ Rona Certainly, thank you very much

    ___ Rona Yes, my names Rona Cash, Im a reporter from Essex Messenger.

    ___ Rona Well, its regarding the new shopping centre. I was wondering if he could

    discuss some questions about the plans.

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    ___ Karen Well, Im not quite sure, but if youd like to give me your details Ill make sure

    he calls you back.

    ___ Rona Good morning, could I speak to Mr. lakemore, please?

    ___ Karen Hello, Miss Cash. Im afraid hes going to be busy all morning.

    ___ Karen If youd like to hold the line for a moment Ill see if hes available

    ___ Karen I see, and can I ask what its in connection with?

    ___ Rona OK, when would be a good time for me to call again?

    ___ Karen May I ask whos calling?

    5. : Listen to another conversation and complete the

    sentences.

    a. Whos _________?

    b. _________ Paul Walsh.

    c. So, what ________ ?

    d. Is she _________ ?

    e. ___________ a minute.

    f. Ill see if __________ .

    g. Shes ___________ with a client.

    h. ____________ a message?

    i. ____________ the cover design.

    j. Ill get ___________ shes free.

    k. Right, ____________ .

    7.3: Guiding a phone call

    1.: Look at these phrases. Which are said by a person and which by a

    machine?

    1. If you know the extension number you require, please dial it now.

    2. If you need assistance from the operator, please hold.

    3. For credit card bookings, please press one.

    4. Can you hold, please.

    5. Im putting you though now.

    6. Hello, youre through to Credit Card Bookings, can I help you?

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    2. : Standard expressions and responses used to guide the

    stages of an informal phone call.

    a. Answer the phone

    Gareth Hello.

    b. Say hello

    Tom Hi, Gareth. Its Tom.

    Gareth Hello, Tom.

    Tom How are you doing?

    Gareth Oh, not so bad. And you?

    Tom Yeah, not too bad

    c. Discuss arrangements

    Tom Listen, are you watching the game tonight?

    Gareth Sorry?

    Tom Are you going to watch the football tonight?

    Gareth Um, yeah, I think so.

    Tom At home?

    Gareth No, Ill probably go and watch it in the pub, with Mike probably.

    Tom Oh, great. So do you know where youre gonna go?

    Gareth Im not sure. Um. Mikes ringing me later. But well probably go

    into town.

    Tom Right.

    Gareth Yeah, Mikes finishing work at five and hes gonna give me a call.

    So, Ill give you a call later, shall I?

    Tom Sorry?

    Gareth Ill call you back later, shall I?

    Tom Well, Im not at home Im just about to go home now.

    Gareth Right, well, Ill give you a call there then, probably around six.