Unit 7
Making arrangements
Telephoning
1． Listening
Listen to the three telephone calls. As you listen, complete the table below.
Listening Task
Call 1
A：Krondike Electronics. Can I help you?
B：Yes, I’d like to speak to Mr. Edwards, please.
A：Who’s calling, please?
B：John Bird.
A：Just a moment, Mr. Bird; I’ll put you through.
C：Miss Taylor speaking.
B：john Bird here. Can I speak to Mr. Edwards?
C：I’m afraid he’s out at the moment. Can I take a message?
B：Yes, could you ask him to call me back as soon as possible?
C：Yes, of course. Could I have your number?
B：He’s got it, but just in case, it’s 071-253-4686.
C：071-253 4686. Thank you, Mr. Bird. I’ll make sure he gets the message.
B：Thank you. Bye.
C：Goodbye.
Call 2
A：John Bird speaking.
B：This is Pete Edwards. My secretary said you called.
A：Yes, that’s right. Thanks for getting back. Look, the reason I called was we’re having installation problems with the E 258.
B：Really? That surprises me. What sort of problems?
A：Well, it’s a bit complicated. Could you send a technician round?
B：Of course, I’ll get one round this afternoon.
A：That would be great.
B：OK, I’m sure we’ll sort it out in no time. Bye.
A：Goodbye.
Call 3
A：Pearson and Brown. Can I help you?
B：This is Gerald Smith from Taylor & Sons.
A：just a moment, Mr. Smith, I’ll put you through.
C：Susan Philips speaking.
B：Hello, Susan. This is Gerald Smith.
C：Oh hello, Gerald. How are you?
B：Fine. I’m just phoning to see if we could fix a meeting for next week.
C：Yes, of course. We’ve got to discuss next year’s order. Just a moment, I’ll get my diary... Right, next week...?
B：Could you manage Tuesday?
C：I’m sorry. I’m out all day on Tuesday.
B：What about Friday then?
C：Yes, Friday in the morning would suit me fine.
B：Good, that suits me too. Shall we say 10 o’clock?
C：Fine. So 10 o’clock here then?
B：Yes, that’s probably easiest. Right, I look forward to seeing you.
C：Bye.
B：Bye.
2． Presentation
The telephone conversations you heard in the dialogues included a number of steps, in particular.
# identifying yourself/your company
# asking the caller to identify himself/herself
# asking for a connection
# taking/leaving a message
# explaining the reason for the call
# making appointments
# signing off
Now look at the language used in these steps.
2.1 Identifying yourself/your company
Krondike Electronics. Can I help you?( a typical switchboard response)
John Bird speaking.
This is Pete Edwards.
John here.
2.2 Asking the caller to identify himself/herself
Who’s calling please?
2.3 Asking for a connection
I’d like to speak to _____________, please.
Could you put me through to _______________, please?
I’d like to speak to someone about deliveries, please.
2.4 Taking/leaving a message
I’m afraid he’s out at the moment. Can I take a message?
Can you ask him to call me back?
2.5 Explaining the reason for the call
The reason I called is ____________________
I am (just) phoning to ____________________
2.6 Making appointments
Could you manage Tuesday?
What about Friday?
Shall we say two o’clock?
2.7 Signing off
I look forward to seeing you.
Thanks for calling.
Goodbye.
Bye.
3. Controlled practice
A. Put the following extracts of telephone calls into the correct order.
1. ( ) Just a moment, Mr. Jones, I’ll put you through.
( ) Yes, I’d like to speak to Miss Rathbone.
( ) Peter Jones.
( ) Who’s calling, please?
( ) Pan Electronics. Can I help you?
2. ( ) She’s got it, but just in case, it’s 071-253 4686.
( ) Yes, could you ask her to call me back?
( ) Mr. Gottman here. Could I speak to Mrs. Fileds?
( ) Yes, of course. Could I have your number?
( ) I’m afraid she’s out at the moment. Can I take a message?
3. ( ) I’m sorry, I’m out on Wednesday.
( ) Good, that suits me too. Shall we say 11 o’clock?
( ) Just a moment, I’ll get my diary...you said next week? |
