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Συγγραφή - Επιμέλεια: Μανώλης Μαρκίδης

Σύμβουλος ανάπτυξης εκπαιδευτικού υλικού:

Βασίλειος Ραφτόπουλος

ΓΙΑ ΤΟ ΕΡΓΟ

«Συνδικαλιστική κατάρτιση και ενίσχυση κοινωνικών δεξιοτήτων εργαζομένων ιδιωτικού τομέα που εκπροσωπούνται

από την ΓΣΕΕ στις 2 Περιφέρειες Σταδιακής Εισόδου, στις 3 Περιφέρειες Σταδιακής Εξόδου και στις 8 Περιφέρειες

Σύγκλισης»

Οριζόντιες ξενόγλωσσες ικανότητες εστιασμένες στο

χώρο εργασίας: Αγγλική Γλώσσα

ENOTHTA 7

«Τηλεφωνική επικοινωνία»

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Περιεχόμενα Ενότητα 7: Τηλεφωνική επικοινωνία ........................................................................................... 3

Σκοπός ................................................................................................................................. 3

Προσδοκώμενα Αποτελέσματα .................................................................................................... 3

Λέξεις – Κλειδιά ............................................................................................................................ 3

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

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

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

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

Σύνοψη ............................................................................................................................... 15

Γλωσσάρι ............................................................................................................................... 15

Ακουστικά κείμενα ...................................................................................................................... 17

Λύσεις των ασκήσεων ................................................................................................................. 21

Πηγές για περαιτέρω μελέτη ...................................................................................................... 24

Βιβλιογραφία .............................................................................................................................. 24

Βιογραφικό σημείωμα συγγραφέα ............................................................................................ 24

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Ενότητα 7 : Τηλεφωνική επικοινωνία

Σκοπός Η τηλεφωνική επικοινωνία σε μια ξένη γλώσσα εμπεριέχει μερικές ιδιαίτερες

δυσκολίες πέρα από γενική δυνατότητα χρήσης της γλώσσας. Η απουσία οπτικής

επαφής, η κακή, ενδεχομένως, ποιότητα του σήματος και άλλες ηχητικές παρεμβολές,

μπορούν να καταστήσουν δύσκολη την επικοινωνία. Η εξοικείωση με την τυπική

γλώσσα και δομή των τηλεφωνικών συνδιαλέξεων κάνει την επικοινωνία

μας πιο εύκολη.

Στην ενότητα αυτή θα εξετάσουμε το βασικό λεξιλόγιο / φρασεολογία και δομή

φιλικών και πιο τυπικών τηλεφωνικών συνομιλιών για προσωπικούς και

επαγγελματικούς σκοπούς. Θα εξετάσουμε, επίσης, διάφορες τεχνικές που

αναπτύσσουν την δεξιότητα ακουστικής κατανόησης στην τηλεφωνική

επικοινωνία. Τέλος, θα αναφερθούμε σε μερικές χαρακτηριστικές τηλεφωνικές

συνομιλίες που έχουν στόχο την ανταλλαγή πληροφοριών, την διευθέτηση ή αλλαγή

προγραμμάτων, την επίλυση προβλημάτων καθώς και το πώς αφήνουμε ένα μήνυμα

στον τηλεφωνητή.

Προσδοκώμενα Αποτελέσματα Να αναπτύξετε την δεξιότητα επικοινωνίας στα Αγγλικά.

Να αναπτύξετε τη δεξιότητα της ακουστικής κατανόησης.

Να αναπτύξετε την ικανότητα αποτελεσματικής επικοινωνίας με άτομα στη

προσωπική και επαγγελματική σας ζωή.

Να αντιληφθείτε πολιτισμικές διαφορές μεταξύ των λαών.

Να αναπτύξετε την ενσυναίσθησή σας ως προς την συναισθηματική κατάσταση

του συνομιλητή σας.

Λέξεις – Κλειδιά

Μιλώντας στο τηλέφωνο – Talking on the phone

Η γλώσσα της τηλεφωνίας – The language of telephoning

Κατευθύνοντας μια τηλεφωνική συνομιλία – Guiding a phone call

Παίρνω πληροφορίες / μηνύματα – Getting information / taking messages

Διευθετώ συναντήσεις / λύνω προβλήματα – Arranging meetings / solving problems

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Υποενότητα 7.1: Talking on the phone

1. Σκεφτείτε: 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. Χρήσιμες φράσεις: 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. I’m you I quite hear , can’t sorry .

c. please up could , bit speak you a ?

d. that do spell how you ?

e. I’m quite catch , didn’t I sorry that .

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

3. Λεξιλόγιο: 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. Ακούστε και απαντήστε: 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

Υποενότητα 7.2: Language of telephoning 1.Σκεφτείτε: 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. She’s not in her office but if you’d like to _______ on a minute I’ll find her.

b. His line’s free now, caller. I’m just _______ you through.

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

d. Hello, Janet, hello – the line has gone dead. I think we’ve been ______ off.

e. Oh, no, the number’s still engaged. I’ve been trying to _______ through all

day.

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

g. If you don’t know the number why don’t you _______ it up in the phone book.

h. Sorry dad, but my taxi is waiting outside. I’ve got to _______ up.

i. Could you tell her I’ll ________ back later.

j. If the phone rings, please don’t _______ it up. I’m expecting a fax.

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2. Σκεφτείτε: 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 _____ who’s calling? 10. Who’s _____?/ Who _____ it?

3. Hold _____ a moment, please.

I’ll just _____ if he’s in his office.

11. Hang _____ a second,

12. I’ll 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. I’ll ring/phone _____ later. (formal

and informal)

8. Goodbye. 15. _______.

3. Σκεφτείτε: 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 can’t 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. Αsk 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. Ακούστε και απαντήστε: a. Put the conversation in the correct order. b. Listen

and check.

_1_ Karen Mr Blakemore’s office, Karen speaking.

___ Rona Certainly, thank you very much …

___ Rona Yes, my name’s Rona Cash, I’m a reporter from Essex Messenger.

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

discuss some questions about the plans.

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___ Karen Well, I’m not quite sure, but if you’d like to give me your details I’ll make sure

he calls you back.

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

___ Karen … Hello, Miss Cash. I’m afraid he’s going to be busy all morning.

___ Karen If you’d like to hold the line for a moment I’ll see if he’s available …

___ Karen I see, and can I ask what it’s in connection with?

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

___ Karen May I ask who’s calling?

5. Ακούστε και απαντήστε: Listen to another conversation and complete the

sentences.

a. Who’s _________?

b. _________ Paul Walsh.

c. So, what ________ ?

d. Is she _________ ?

e. ___________ a minute.

f. I’ll see if __________ .

g. She’s ___________ with a client.

h. ____________ a message?

i. ____________ the cover design.

j. I’ll get ___________ she’s free.

k. Right, ____________ .

Υποενότητα 7.3: Guiding a phone call

1.Σκεφτείτε: 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. I’m putting you though now.

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

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2.Χρήσιμες φράσεις: 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. It’s 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, I’ll probably go and watch it in the pub, with Mike probably.

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

Gareth I’m not sure. Um. Mike’s ringing me later. But we’ll probably go

into town.

Tom Right.

Gareth Yeah, Mike’s finishing work at five and he’s gonna give me a call.

So, I’ll give you a call later, shall I?

Tom Sorry?

Gareth I’ll call you back later, shall I?

Tom Well, I’m not at home – I’m just about to go home now.

Gareth Right, well, I’ll give you a call there then, probably around six.

Tom OK.

d. Finish arrangements

Gareth All right then.

Tom Fine.

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e. General chat

Gareth Is Laura coming out?

Tom Um, I expect so, yes.

Gareth So things are going well with you and her then, are they?

Tom Um, I guess so.

f. End the phone call

Gareth Good. Er, anyway, I’ll give you a call later, yeah?

Tom Excellent

g.Say goodbye

Gareth All right then, see you later.

Tom See you. Bye.

Gareth Bye.

3. Σκεφτείτε: Use the standard expressions and responses to complete the

table.

stages expressions Responses

Who’s that? Hello. Hi, it’s _________.

What did you say?

Let’s finish talking about

that.

I’m ready to end the call.

Say goodbye.

4. Ακούστε και απαντήστε: Listen to another call Tom makes. Complete the gaps.

Nick’s mother Double five three six oh.

Tom Hi, __can I speak to__ Nick, please?

Nick’s mother Yes, _________________?

Tom _________________ Tom.

Nick’s mother Oh, ____________ Tom. How ____________ ?

Tom I’m very well thank you. How are you?

Nick’s mother Fine thanks. Enjoying yourself?

Tom Having a great time, yup …. Thanks.

Nick’s mother Excellent. OK I’ll just _____________ him. _______ on.

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Tom ______________ very much.

Nick ______________.

Tom Hi Nick.

Βιωματική δραστηριότητα: Ας υποθέσουμε ότι παίρνετε τηλέφωνο στο σπίτι του

Julian, ενός άγγλου φίλου. Χρησιμοποιήστε το πλάνο για να συντάξτε τον διάλογο. Στη

συνέχεια κάντε το διάλογο.

answerer caller

hello?

who?

hang / second

gone out

leave / message?

OK

bye

speak / Julian?

Name

OK

ring back

I / called

thank / bye

Υποενότητα 7.4: Getting information / taking messages

1.Ακούστε και απαντήστε: Listen to two telephone calls Peter Blake gets about a

training course. Write the number of the call next to the information below. Write x if

the information isn’t in either call.

Caller

reason result

Jake Roberts__

Jane Dawson__

Julie Simpson__

Cancel training __

Discuss a problem__

Give help__

Call back in ten minutes__

No action – talk next week__

Send email with information_

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2.Ακούστε και απαντήστε: Listen again and tick the sentences you hear.

a. Answering a phone call

Good morning. How can I help you?

Who’s calling, please?

Connecting you now.

I’ll put you through.

b. Introducing yourself

My name’s … (name)

It’s … (name)

c. Giving a reason for the call

Could I speak to … (name)

I’m just calling to … (reason)

Could you … (reason)

d. Finish the call

Thanks for calling.

Talk to you next week. Bye.

3. Σκεφτείτε: Which call do you prefer – call 1 or 2? Why?

4. Σκεφτείτε: Look at these abbreviations. Do you know what they stand for?

PA EU CNN CIA JIT VP VIP HR WTO PR

5. Σκεφτείτε: Two of the most difficult types of information we often have to

communicate over the phone are numbers and names (especially if they are unfamiliar

or foreign). When we have difficulty with these we usually ask the other person to

repeat or clarify. We use questions like:

Could you repeat that? Could you spell that? Did you say 17 or 70?

Is that with capital ‘a’ or lower case? Did you say ‘b’ or ‘p’?

6. Μιλήστε με το διπλανό σας: a. Ask the persons next to you for their office

addresses and write them down. Ask them to repeat or clarify if you are not sure. b.

Now ask them for their email addresses.

7. Σκεφτείτε: We usually say phone numbers individually. People in the UK say ‘oh’

and people in the USA say ‘zero’. Both say ‘double’ when two numbers are the same. We

usually say the international/country code first, followed by the area/city code

and then the phone number. Ex. 0044 01904 6775688.

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8. Μιλήστε με το διπλανό σας: a. Listen to how we say these phone numbers.

678586 784367 488598 598889 584989

b. Repeat the numbers to the person next to you.

c. Ask the persons next to you for their office, home and mobile numbers.

9. Σκεφτείτε: a. Choose four of these sentences (a-h) to complete the phone

conversation below.

a. I’m afraid he’s not in the office

today.

b. Could you ask him to call me back?

c. He’s not at his desk at the moment.

d. Could you spell that, please?

e. Can I take a message?

f. Could I have your name and phone

number?

g. I’ll make sure he gets the message.

h. I’ll call back later.

Assistant Caller

Hello.

I’m afraid he’s in a meeting.

1.____________ ?

Of course. 3.______________ ?

Did you say ‘F’?

OK, so that’s F-i-a-l-a.

787545

Double 7-545. OK, Mr Fiala,

4.____________ .

Could I speak to Mr Garcia?

2.__________________?

Yes, my name’s Fiala. That’s F-i-a-l-a.

Yes, ‘F’. Fiala.

Yes, that’s right. And the number is

7877545.

No, 7877545.

Thank you. Goodbye.

b. Now listen and check.

Υποενότητα 7.5: Arranging meetings – solving problems 1. Ακούστε και απαντήστε: a. Listen to three people arranging three meetings with

Jim, an operations controller. Match the people with the correct day and time.

Person Meeting day Meeting time

1. Philippe

2. Frank

3. Petra

Monday

Tuesday

Wednesday

Thursday

Friday

10.00

11.00

12.00

13.00

14.00

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b. Listen again and tick the sentences you hear.

Is it possible to have a meeting?

Is Friday morning convenient?

See you next week.

I’m sorry. I can’t.

When are you free?

Sorry. I can’t make Friday morning.

I’m calling to fix a meeting.

See you on Tuesday at 10.

2. Άσκηση: a. Complete the three conversations with words and phrases from each

group below.

Explain problem Ask for help Offer

help

Checking

I didn’t get …

I can’t remember …

I’m having a

problem …

Could you contact

Could you get

someone

Could you send

I’ll do

I’ll call

I’ll ask

Do you want me to call back

after I speak to him?

Call me back in 30 minutes

if you still haven’t got it.

Call1

Maria Hi, Annie. It’s Maria. I’m sorry but (1)_______________with my computer.

Annie What sort of problem?

Maria It keeps crashing for no reason. (2) ______________ to check it?

Annie Don’t worry. (3)_______________ an engineer to check. (4) ___________

Maria Wonderful. Thank you.

Call2

Julie Hello. Annie. It’s Julie from Excom. I’m sorry but (5) _____________the

minutes.

Annie Really? I sent them last week in an attachment.

Julie well, I don’t think they arrived. (6) ______________ them again?

Annie Sure. I’m really sorry about that. (7) ______________ them again.

Julie That’s great.

Call3

Peter Hi, Annie. It’s Peter. (9) _______________the time of our meeting next

week?

Annie Tuesday at 10 o’clock.

Peter That’s fine. (10)______________ Jan? I forgot to tell him about it.

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Annie Of course. (11) ______________ him straightaway. (12) _____________?

Peter No, only call back if you don’t reach him.

b. Now listen and check your answers.

Βιωματική δραστηριότητα: Ας υποθέσουμε ότι τηλεφωνείτε σε ένα ξένο συνάδελφο

για να διευθετήσετε μια συνάντηση. Χρησιμοποιώντας τις σημειώσεις από το

ημερολόγιο σας και το διάγραμμα της συνομιλίας συντάξτε τον διάλογο. Στη συνέχεια

κάντε το διάλογο με το διπλανό σας.

24th Tuesday

- Organize meeting with Chris to discuss the new job.

- Arrange meeting with Kim about design of new leaflet.

You Chris or Kim

Say you want to arrange a meeting

and give reason.

Say a time and place.

Agree.

Say you will send an email

Say OK and ask what

time.

Say no and suggest

another time

Ask for an email to

confirm.

Thank and say goodbye.

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Σύνοψη

Στην ενότητα αυτή εξετάσαμε το βασικό λεξιλόγιο / φρασεολογία και δομή

φιλικών και πιο τυπικών τηλεφωνικών συνομιλιών για προσωπικούς και

επαγγελματικούς σκοπούς. Εξετάσαμε, επίσης, διάφορες τεχνικές που

αναπτύσσουν την δεξιότητα ακουστικής κατανόησης στην τηλεφωνική

επικοινωνία. Τέλος, αναφερθήκαμε σε μερικές χαρακτηριστικές τηλεφωνικές

συνομιλίες που έχουν στόχο την ανταλλαγή πληροφοριών, την διευθέτηση ή αλλαγή

προγραμμάτων, την επίλυση προβλημάτων καθώς και το πώς αφήνουμε ένα μήνυμα

στον τηλεφωνητή.

Γλωσσάρι Υποενότητα 7.1

repeat – επαναλαμβάνω

speak up – μιλώ πιο δυνατά

spell – συλλαβίζω

pick up (the phone) – σηκώνω το τηλέφωνο

ring (up) – τηλεφωνώ

put down (the phone) – κλείνω το τηλέφωνο

leave – αφήνω

dial – σχηματίζω τον αριθμό

hold (the line) – μένω στη γραμμή

hang up (the phone) - κλείνω το τηλέφωνο

extension number – εσωτερικός αριθμός

single number – μονός αριθμός

redial – ξανακαλώ

Υποενότητα 7.2

phrasal verb – φραστικό ρήμα

put (someone) through – συνδέω στο τηλ.

cut off – κόβεται η γραμμή

get through (to someone) – συνδέομαι,

βρίσκω κάποιον στο τηλ.

look up – ψάχνω σε κατάλογο

call back – ξανακαλώ

go dead – πέφτει η γραμμή

transfer a call –μεταφέρω τη κλήση

connect – συνδέω

busy – απασχολημένο

be about to – είμαι έτοιμος να

answering machine – τηλεφωνητής

reporter – δημοσιογράφος

regarding – αναφορικά με

details – λεπτομέρειες

available – διαθέσιμος

in connection with – σε σχέση με

client – πελάτης

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department – τμήμα cover design – σχέδιο εξωφύλλου

Yποενότητα 7.3

require – απαιτώ

assistance – βοήθεια

operator – τηλεφωνικό κέντρο

booking – κράτηση

standard expression – συνηθισμένη έκφραση

response – απόκριση

Υποενότητα 7.4

training course – εκπαιδευτικό πρόγραμμα

cancel – ακυρώνω

discuss – συζητώ

no action – καμία δράση

PA – Personal assistant – ιδιαιτέρα /ος

γραμματέας

EU – European Union - Ευρωπαϊκή Ένωση

CNN – Cable News Network – Καλωδιακό

Δίκτυο Ειδήσεων

CIA – Central Intelligence Agency – Κεντρική

Υπηρεσία Πληροφοριών

JIT – Just in time – Ακριβώς στην ώρα του

VP – Vice president – υποδιευθυντής

VIP – Very important person – σημαντικό

πρόσωπο

HR – Human relations – Ανθρώπινοι πόροι

WTO – World Trade Organization –

Παγκόσμιος Οργανισμός Εμπορείου

PR – Public relations - Δημόσιες σχέσεις

communicate – επικοινωνώ

unfamiliar – άγνωστο, μη οικείο

foreign – ξένο

clarify – διευκρινίζω

capital – κεφαλαίο γράμμα

lower case – Πεζό, μικρό γράμμα

individually – ατομικά, ένα - ένα

Υποενότητα 7.5

οperations controller – ελεγκτής

επιχειρήσεων

convenient – βολικό

can’t make it – δεν μπορώ να το καταφέρω

fix a meeting – κανονίζω μια συνάντηση

confirm – επιβεβαιώνω

contact – έρχομαι σε επαφή

crash (for computers) – ‘πέφτει το σύστημα’

engineer – μηχανικός /τεχνικός

attachment – συνημμένο

straightaway – αμέσως

reach someone – επικοινωνώ με κάποιον

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Ακουστικά κείμενα Υποενότητα 7.2

Διάλογος 1

Karen Mr. Blakemore’s office, Karen speaking.

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

Karen May I ask who’s calling?

Rona Yes, my name’s Rona Cash, I’m a reporter from Essex Messenger.

Karen I see, and can I ask what it’s in connection with?

Rona Well, it’s regarding the new shopping centre. I was wondering if he could

discuss some questions about the plans.

Karen If you’d like to hold the line for a moment I’ll see if he’s available …

Rona Certainly, thank you very much …

Karen … Hello, Miss Cash. I’m afraid he’s going to be busy all morning.

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

Karen Well, I’m not quite sure, but if you’d like to give me your details I’ll make sure

he calls you back.

Διάλογος 2

Damien Hello, ‘Designs on You’.

Paul Is that Damien?

Damien Speaking. Who’s this?

Paul It’s Paul Walsh here.

Damien Paul, hi! I didn’t recognize your voice. So what can I do for you?

Paul It’s Candy. I really need to speak to her. Is she in?

Damien Candy? Hang on a minute. I’ll see if she’s around … Hi, Paul. Sorry, she’s

tied up with a client. Do you want to leave a message?

Paul Yeah … I, erm, no, it’s too complicated. It’s about the cover design. There

are still a few things we need to sort out.

Damien OK, I’ll get her to give you a ring the moment she’s free. Has she got your

number?

Paul Good point. I’m on my mobile. I’d better give it to you anyway.

Damien Just a moment, let me find a pen that works. Right, fire away?

18

Υποενότητα 7.3

Διάλογος 2

Nick’s mother Double five three six oh.

Tom Hi, can I speak to Nick, please?

Nick’s mother Yes, who’s calling?

Tom It’s Tom.

Nick’s mother Oh, hello Tom, how are you?

Tom I’m very well thank you. How are you?

Nick’s mother Fine thanks. Enjoying yourself?

Tom Having a great time, yup …. Thanks.

Nick’s mother Excellent. OK I’ll just call him. Hold on.

Tom Thank you very much.

Nick Hello.

Tom Hi Nick.

Nick How’re you doing mate?

Tom Not too bad.

Nick Cool.

Tom Um, I can come tonight.

Nick Really? Oh, fantastic.

Υποενότητα 7.4

Διάλογος 1

Receptionist Cyber Products. Good morning. How can I help you?

Jake Peter Blake.

Receptionist Sorry?

Jake I want to speak to Peter Blake.

Receptionist Connecting you.

Jake OK.

Peter Peter Blake.

Jake Peter. We need a meeting tomorrow to discuss the training course. We

have a big problem.

Peter Sorry, who’s calling, please?

Jake It’s Jake Roberts.

19

Peter OK, look Jake, I’m in a meeting right now. Can I call you back in ten

minutes?

Jake OK.

Peter Oh … fine. Thanks for calling.

Διάλογος 2

Receptionist Cyber Products. Good morning.

Jane Good morning. Could I speak to Peter Blake, please?

Receptionist Certainly. Who’s calling, please?

Jane It’s Jane Dawson.

Receptionist Just a moment. I’ll put you through.

Jane Thanks.

Peter Jane. How are you?

Jane Fine, thanks. And you?

Peter Fine. How can I help you?

Jane I’m just calling to ask if you want some help with the organization of the

training course next week.

Peter Thanks, but everything’s OK. There’s no need for you to do anything.

Jane Sure?

Peter Yes, thanks very much.

Jane OK, great. Have a good training course. Talk to you next week. Bye.

Peter Yes, thanks for calling.

Διάλογος 3

Assistant Hello.

Caller Could I speak to Mr. Garcia?

Assistant I’m afraid he’s in a meeting. Can I take a message?

Caller Could you ask him to call me back?

Assistant Of course. Could I have your name and number?

Caller Yes, my name’s Fiala. That’s F-i-a-l-a.

Assistant Did you say ‘F’?

Caller Yes, ‘F’. Fiala.

Assistant OK, so that’s F-i-a-l-a.

Caller Yes, that’s right. And the number is 7877545.

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Assistant 787545

Caller No, 7877545.

Assistant Double 7-545. OK, Mr. Fiala, I’ll make sure he gets the message.

Caller Thank you goodbye.

Υποενότητα 7.5

Διάλογος 1

Philippe Jim, is it possible to have a meeting next week? I’d like to discuss some

technical problems with our computer network.

Jim Sure, Philippe, no problem. When are you free?

Philippe What about next Friday at two o’clock, after lunch?

Jim Fine. Can you send me an email to confirm that.

Philippe OK. See you next week. Bye.

Διάλογος 2

Frank Jim, it’s Frank. I’m calling to fix a meeting next week to discuss the

Bolivia project. When are you free?

Jim What about Monday at 12 o’clock?

Frank I’m sorry, I can’t. I have another meeting. What about 1 o’clock?

Jim OK, 1 one Monday.

Frank Thanks, Jim. Bye.

Διάλογος 3

Petra Jim, it’s Petra. How are you?

Jim I’m fine. How are you?

Petra Fine. I’m calling because I’m in town next week. Are you free at all?

Jim Sure. when?

Petra For me, Tuesday would be best … at ten o’click?

Jim Just a moment … yes, that’s fine. See you on Tuesday.

Petra Great. And I have those pictures from the conference for you.

Jim Really? Great. See you next week, Petra. Take care. Bye.

Υποενότητα 7.5

Διάλογος 1

Maria Hi, Annie. It’s Maria. I’m sorry but I’m having a problem with my

computer.

21

Annie What sort of problem?

Maria It keeps crashing for no reason. Could you get someone to check it?

Annie Don’t worry. I’ll ask an engineer to check. Is that OK?

Maria Wonderful. Thank you. Bye.

Διάλογος 2

Julie Hello. Annie. It’s Julie from Excom. I’m sorry but I didn’t get the

minutes from our last meeting.

Annie Really? I sent them last week in an attachment.

Julie Well, I don’t think they arrived. Could you send them again?

Annie Sure. I’m really sorry about that. I’ll do It now. Call me back in 30

minutes if you still haven’t got it.

Julie That’s great.

Διάλογος 3

Peter Hi, Annie. It’s Peter. I can’t remember the time of our meeting next

week.

Annie Tuesday at 10 o’clock.

Peter That’s fine. Could you contact Jan? I forgot to tell him about it.

Annie Of course. I’ll call him straightaway. Do you want me to call back after I

speak to him?

Peter No, only call back if you don’t reach him.

Λύσεις των ασκήσεων Υποενότητα 7.1

1. 1/3. Can’t hear well /can’t understand the speaker

2. Speaker speaks too fast

4. Speaker doesn’t speak loud enough

5. Can’t understand / doesn’t know the word /name

2. a. Could you say that again, please?

b. I’m sorry I can’t quite hear you.

c. Could you please, speak up a bit?

d. how do you spell that?

e. I’m sorry, I didn’t quite catch that.

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

22

3. a. pick the phone up

b. answer the phone/a call

c. make a call

d. ring someone up

e. put the phone down

f. leave a message

g. dial a number

h. hold the line

4. 1. hold on / hold the line

2. answer the phone

3. try again later

4. leave a message / put the phone down / hang up

5. redial with a new number

6. dial a single number and leave a message / hold on

7. put the phone down / hang up / try again later

8. dial an extension number / hold on

9. hold on / try again later

10. check you have the right number

Υποενότητα 7.2

1. a. hold on b. put you through c. speak up d. cut off e. get through

f. ring you up g. look it up h. hang up i. call / ring back j. pick it up

2. 1. ask 2. on 3. put 4. Can 5. Would you like to leave 6. tell 7. back

8. Can I speak 9. there 10. calling 11. is 12. get / call 13. leave her a message

14. tell her I called 15. Bye

3. a. hang up/call back b. Hold on a minute till I get a pen c. Could you call back

in an hour? d. Please hold the line while I put you through e. I’ve been trying

to get through all day f. Hold on. Let me look it up g. Don’t pick it up. Let the

machine get it.

4./5. See tape script

Υποενότητα 7.3

1. Person: 4, 5, 6

23

Machine: 1, 2, 3

3. What did you say – ‘Sorry’ – repeat what you said

Let’s finish talking about that – ‘All right then,…’ – ‘Fine /OK’

I’m ready to end the call – ‘Good / anyway, I’ll give a call later.’ - ‘Excellent

/OK.’

4. See tape script

Υποενότητα 7.4

1.

caller reason result

Jake Roberts_1_

Jane Dawson_2_

Julie Simpson_x_

Cancel training _x_

Discuss a problem_1_

Give help_2_

Call back in ten minutes_1_

No action – talk next week_2_

Send email with information

_x_

2. a. Good morning. How can I help you?(1)

Who’s calling, please?(1,2)

Connecting you now.(1)

I’ll put you through.(2)

b. It’s … (name)(1,2)

c. Could I speak to … (name)(2)

I’m just calling to … (reason)(2)

d. Thanks for calling.(1,2)

Talk to you next week. Bye.(2)

3. Caller 2 is the better caller. The speaker uses polite greetings and phrases

and has a friendly intonation. All these things are missing in the first call.

4. See glossary

5. See tape script

Υποενότητα 7.5

1.a. Philippe – Friday – 14.00

Frank – Monday – 13.00

Petra – Tuesday – 10.00

1.b. Is it possible to have a meeting?

When are you free?

24

See you next week.

I’m calling to fix a meeting.

I’m sorry. I can’t.

See you on Tuesday at 10.

2. See tape script

Πηγές για περαιτέρω μελέτη

Grammar Link 4, Maria Karyda, Pearson Education Ltd. ISBN 0-582-50467-8

Face2face Intermediate, Chris Redstone & Gillie Cunningham, Cambridge University

Press. ISBN 978-0-521-60061-3

Practical English for Adults 2, C. N. Grivas, Grivas Publications. ISBN 13 978-960-409-

568-1

Βιβλιογραφία

Clockwise Pre-intermediate, Bruce NcGowen & Vic Richardson, Oxford University

Press. ISBN 0-19-434074-0

Clockwise Intermediate, Will Forsyth, Oxford University Press. ISBN 0-19-434078-3

Clockwise Upper-intermediate, Jon Naunton, Oxford University Press. ISBN 0-19-

434082-1

English 365 Book 1, Bob Dignen, Steve Flinders, Simon Sweeney, Cambridge University

Press. ISBN 978-0-521-75362-3

English 365 Book 2, Bob Dignen, Steve Flinders, Simon Sweeney, Cambridge

University Press. ISBN 0-521-75368-8

Βιογραφικό σημείωμα συγγραφέα Ο Μανώλης Μαρκίδης γεννήθηκε στη Κύπρο και έζησε στη Λευκωσία και την

Αμμόχωστο τα παιδικά του χρόνια. Μετά το πόλεμο του 1974 μετανάστευσε στο

Τορόντο του Καναδά όπου τελείωσε το γυμνάσιο και λύκειο. Στη συνέχεια σπούδασε

στη Σχολή Καλών Τεχνών του York University. Το 1985 εγκαταστάθηκε στη Αθήνα και

από το 1988 διδάσκει αγγλικά σε παιδιά και ενήλικες.