Unit 1: English for Telephone Communications

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Aims and Objectives

In this unit you will learn and practise vocabulary related to telephone communications.

You will practise the following skills and functions:

  • listening for information
  • dealing with in-coming and out-going calls

The grammar focus of this unit is:

Vocabulary

Terms

(U.S.)
(U.S)

Phrases

Vocabulary Practice

Exercise not available in this language version.

Listening Comprehension

Exercise 1: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
CallerHello. Is that Catherine Stone?
SecretaryNo, I'm sorry, sir. I'm Barbara White, Ms Stone's secretary.
CallerOh, can I speak to her, please?
SecretaryI'm afraid Ms Stone isn't in her office at the moment. Can I take a message?
CallerNo, that's all right. I'll call back later.
This exercise can be also done purely aurally/orally:
  1. The caller wants:
    a. 
    b. 
    c. 
    ?
  2. The caller can't speak to Ms Stone because:
    a. 
    b. 
    c. 
    ?
  3. The caller decides:
    a. 
    b. 
    c. 
    ?

Exercise 2: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
ManHello. Can I speak to Mr Grabowsky, please?
WomanWho is calling, please?
ManMy name is Rodriguez and I'm calling from Valencia in Spain.
WomanHold on a moment please, and I'll put you through.
ManThank you.
This exercise can be also done purely aurally/orally:
  1. The caller is:
    a. 
    b. 
    c. 
    ?
  2. The caller's name is:
    a. 
    b. 
    c. 
    ?
  3. The man is calling from:
    a. 
    b. 
    c. 
    ?
  4. The woman asks him to:
    a. 
    b. 
    c. 
    ?

Exercise 3: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
WomanHello, can I speak to Mr Popescu, please?
ManSorry, could you repeat that, please?
WomanPopescu, Adrian Popescu.
ManI'm sorry, madam. There's nobody here called Popescu.
WomanWhat? There must be. Isn't that Transglobal Transport in Bucharest?
ManNo, madam. This is a Chinese restaurant in Budapest. You've got the wrong number.
WomanOh, I'm sorry. Goodbye.
This exercise can be also done purely aurally/orally:
  1. Who does the woman speak to?
    a. 
    b. 
    c. 
    ?
  2. Who does she want to speak to?
    a. 
    b. 
    c. 
    ?
  3. Which is correct?
    a. 
    b. 
    c. 
    ?

Exercise 4: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
JennyWho are you ringing?
VeronicaI'm trying to get through to the operator.
JennyWhat for?
VeronicaI'm trying to get directory enquiries. I need to ring the transport company.
JennyHaven't you got the number?
VeronicaNo, only the fax number and the mobile number, but the mobile seems to be switched off.
JennyHave you looked in the yellow pages?
VeronicaYes, but it doesn't seem to be in the yellow pages.
JennyWell then, ring directory enquiries.
VeronicaThat's what I'm trying to do! But the line's busy.
JennyWell hang up and dial again!
This exercise can be also done purely aurally/orally:
  1. Veronica needs to ring:
    a. 
    b. 
    c. 
    ?
  2. She wants to get the number from:
    a. 
    b. 
    c. 
    ?
  3. Which is correct?
    a. 
    b. 
    c. 
    ?

Exercise 5: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
OperatorHello? Is that 061223289?
Mr BellYes, it is.
OperatorI have a collect call for you from Jane Franklin in Helsinki. Do you accept the call?
Mr BellAh, yes. That's OK. I accept the charges. Put her through, please.
OperatorGo ahead, please, caller.
This exercise can be also done purely aurally/orally:
  1. The collect call is from:
    a. 
    b. 
    c. 
    ?
  2. Jane Franklin is the man's:
    a. 
    b. 
    c. 
    ?
  3. Which is correct?
    a. 
    b. 
    c. 
    ?

Exercise 6: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
SecretaryGlobal Interbank. Good morning. Can I help you?
CallerYes. Can you put me through to Mr Philips, please?
SecretaryCertainly, sir. Who shall I say is calling?
CallerJohn Simpson.
SecretaryHold on a moment, please, Mr Simpson.
SecretaryHello, Mr Simpson? I'm afraid Mr Philips is in a meeting at the moment.
CallerOh dear. I need to speak to him urgently.
SecretaryCan I take a message? Or would you prefer to ring back later?
CallerAsk him to get back to me as soon as possible. He's already got my number.
SecretaryCertainly Mr Simpson. I'll pass on the message. Thank you for calling. Goodbye.
This exercise can be also done purely aurally/orally:
  1. Where does Mr Philips work?
    a. 
    b. 
    c. 
    ?
  2. Which is correct?
    a. 
    b. 
    c. 
    ?
  3. Where is Mr Philips now?
    a. 
    b. 
    c. 
    ?
  4. The caller's name is:
    a. 
    b. 
    c. 
    ?
  5. Which is correct?
    a. 
    b. 
    c. 
    ?

Exercise 7: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
CallerHello, is that the Grand Continental Hotel in Paris?
ReceptionYes madam. How can I help you?
CallerI'd like to book a room, please.
ReceptionSingle or double, madam?
CallerA single room for 2 nights, May 8th and 9th.
ReceptionCertainly madam. May I have your name, please?
CallerYes, it's Claudia Schillaci.
ReceptionCould you spell that, please?
CallerYes, it's C-L-A-U-D-I-A for Claudia, and my surname is Schillaci, S-C-H-I-L-L-A-C-I.
ReceptionAnd can you give me a contact number, please, Ms Schillaci?
CallerYes, of course. My mobile number is 3473352044. The country code for Italy is 39.
ReceptionYes, of course. Thank you very much for calling Ms Schillaci. Have a nice day.
This exercise can be also done purely aurally/orally:
  1. Ms Schillaci is from:
    a. 
    b. 
    c. 
    ?
  2. The hotel is in:
    a. 
    b. 
    c. 
    ?
  3. Where is Ms Schillaci ringing from?
    a. 
    b. 
    c. 
    ?
  4. What kind of room does Ms Schillaci want?
    a. 
    b. 
    c. 
    ?
  5. How long does she want to stay at the hotel?
    a. 
    b. 
    c. 
    ?

General Comprehension

Exercise 1: True/False Statements

For each of the statements below, choose True or False.

This exercise can be also done purely aurally/orally:
  1. When you ring a foreign country, you need to know the country code.


    ?
  2. You don't need the country code to ring abroad from a mobile phone.


    ?
  3. When somebody tells you to hold on, you must put the phone down.


    ?
  4. If a number is busy, you need to hang up and dial again.


    ?
  5. In the case of a collect call, the person who receives the call has to pay.


    ?
  6. For some services, like directory enquiries, you must ring the operator.


    ?
  7. Yellow pages are a good place to look for a business.


    ?
  8. Mobile phone calls cost more than standard phone calls.


    ?
  9. Fax machines are not connected to telephone lines.


    ?
  10. Some companies use the same line for their fax and their telephone.


    ?

Exercise 2: Sentence Completion

Speaking Practice. Complete the sentences you hear, using the example as a model.

Press ‘Play’ to listen to the instructions:

Grammar Practice

Exercise 1: Transformation

Change the following sentences into questions.

This exercise can be also done purely aurally/orally:
Example:

The caller wants to leave a message.
Does the caller want to leave a message?

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?
  8. A.
    B. ?
  9. A.
    B. ?
  10. A.
    B. ?

Exercise 2: Transformation

Answer the following sentences using "YES".

This exercise can be also done purely aurally/orally:
Example:

Does the caller want to leave a message?
Yes, the caller wants to leave a message.

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?
  8. A.
    B. ?
  9. A.
    B. ?
  10. A.
    B. ?

Exercise 3: Transformation

Answer the following sentences using "NO".

This exercise can be also done purely aurally/orally:
Example:

Does the caller want to leave a message?
No, the caller doesn't want to leave a message.

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?
  8. A.
    B. ?
  9. A.
    B. ?
  10. A.
    B. ?

Exercise 4: Substitution

Make polite questions using "Can you".

This exercise can be also done purely aurally/orally:
Example:

Can you wait a moment, please? (Take a message.)
Can you take a message, please?


  1. ?

  2. ?

  3. ?

  4. ?

  5. ?

  6. ?

  7. ?

  8. ?

Exercise 5: Substitution

Make polite questions using "Can I".

This exercise can be also done purely aurally/orally:
Example:

Can I speak to Catherine? (Take a message.)
Can I take a message?


  1. ?

  2. ?

  3. ?

  4. ?

  5. ?

  6. ?

  7. ?

  8. ?

Exercise 6: Transformation

Answer the questions using "I'm afraid I can't ...".

This exercise can be also done purely aurally/orally:
Example:

Can you ring back later?
No, I'm afraid I can't ring back later.

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?

Exercise 7: Selections

Chose the correct answer.

This exercise can be also done purely aurally/orally:
  1. a. 
    b. 
    ?
  2. a. 
    b. 
    ?
  3. a. 
    b. 
    ?
  4. a. 
    b. 
    ?
  5. a. 
    b. 
    ?
  6. a. 
    b. 
    ?
  7. a. 
    b. 
    ?

Consolidation

Exercise 1: True/False Statements

For each of the statements below, choose True or False.

Recording:
Transcript:

Telephone technique and manner are of the greatest importance. Very often you will be the first contact that an outsider has with your organisation. Here are a few points to remember. If you are a switchboard operator, you must not make the caller wait before you answer. You must announce the name of your company or organisation clearly and not too quickly, so that the caller doesn't have to ask you to repeat. If you can't put the call through immediately, and the caller decides to hold, you must keep the caller informed about what is happening.

This exercise can be also done purely aurally/orally:
  1. Your telephone manner can help to give a good impression of the company.


    ?
  2. You must always make people wait before you answer the phone.


    ?
  3. You must try to be helpful and polite.


    ?
  4. If you don't understand the caller you must never ask them to speak slowly.


    ?
  5. You must never give the name of your company when you answer the phone.


    ?
  6. You can save time by speaking as quickly as possible.


    ?
  7. If it's a long call, it's a good idea to take notes.


    ?
  8. If the caller wants to speak to someone who isn't there, you must offer to take a message.


    ?

Exercise 2: Dictation

Listen to the complete recording first. Then go to the textbox and use the ‘>’ key to listen to the text section by section. Type what you hear into the textbox. For detailed instructions, read the Exercise Help.

Recording:
Transcript:

Telephone technique and manner are of the greatest importance. Very often you will be the first contact that an outsider has with your organisation. Here are a few points to remember. If you are a switchboard operator, you must not make the caller wait before you answer. You must announce the name of your company or organisation clearly and not too quickly, so that the caller doesn't have to ask you to repeat. If you can't put the call through immediately, and the caller decides to hold, you must keep the caller informed about what is happening.

?

Exercise 3: Cloze

Listen to the recording carefully and then fill in the gaps in the text below using the same words.

Recording:
Transcript:

You must be patient and polite at all times and try to be helpful. Also you must speak with a pleasant voice. Try to smile on the phone!

If you are a secretary in a department of the organisation and you receive a call, announce your own name or the name of your department, for example 'Sales'. You must speak clearly but you must also listen carefully - this can save a lot of time! If the caller speaks too quickly or has a strange accent, you mustn't be afraid to ask them to speak more slowly. This can help to save time and avoid mistakes, and you mustn't forget to take notes if it's a long call. If the caller wants to speak to another person in your department, but can't because the other person is busy or isn't there, you must remember to ask if you can take a message.

You must be patient and polite ? all times and try to ? helpful. Also you must speak with a pleasant voice. Try to smile ? the phone!

If you are a secretary in a department of the organisation and you receive a call, announce your ? name or the name of your department, for example 'Sales'. You ? speak clearly but you must also listen ? - this can save a lot of time! If the caller speaks ? quickly or has a strange accent, you ? be afraid to ask them to speak more slowly. This can help to save time and avoid mistakes, and you mustn't forget to take notes if it's a long call. If the caller wants to speak ? another person in your department, but ? because the other person is busy or isn't there, you must remember to ask if you can take a message.

Exercise 4: Gap Filling

Choose the correct option to fill the gaps in the following sentences.

This exercise can be also done purely aurally/orally:
  1. Hello. Can I speak ____ Susana, please?
    a. 
    b. 
    c. 
    ?
  2. She isn't in her office ____ .
    a. 
    b. 
    c. 
    ?
  3. Who ____ , please?
    a. 
    b. 
    c. 
    ?
  4. Hold on and I'll put you ____ .
    a. 
    b. 
    c. 
    ?
  5. I'm sorry. You've got ____ .
    a. 
    b. 
    c. 
    ?
  6. His mobile must be ____ .
    a. 
    b. 
    c. 
    ?
  7. Hello? Is ____ 061223289?
    a. 
    b. 
    c. 
    ?
  8. Yesterday I got a call ____ Finland.
    a. 
    b. 
    c. 
    ?
  9. Ask him to call me back. He's ____ got my number.
    a. 
    b. 
    c. 
    ?
  10. Certainly, sir. I'll pass ____ the message.
    a. 
    b. 
    c. 
    ?
  11. Thank you for ____ .
    a. 
    b. 
    c. 
    ?
  12. Can you ____ your name for me, please?
    a. 
    b. 
    c. 
    ?
  13. The country ____ for Italy is 39.
    a. 
    b. 
    c. 
    ?
  14. Try to ____ on the phone!
    a. 
    b. 
    c. 
    ?
  15. If the person calling speaks too fast, ask him or her to speak more ____ .
    a. 
    b. 
    c. 
    ?
  16. When you take a ____ , don't forget to write down the name of the caller.
    a. 
    b. 
    c. 
    ?
  17. Try to be helpful and ____ .
    a. 
    b. 
    c. 
    ?
  18. If you need an electrician, look in the ____ pages.
    a. 
    b. 
    c. 
    ?
  19. Are ringing ____ the same in all countries?
    a. 
    b. 
    c. 
    ?
  20. Do you know who invented ____ telephone?
    a. 
    b. 
    c. 
    ?

Checklist

Use the following list to check whether you have obtained full benefit from this unit. You should be able to:

  • make a call
  • leave a message
  • take a message
  • spell
  • repeat telephone numbers
Version 2.0 (2011-12-07 01:36 CET)
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