Unidad 1: English for Telephone Communications

Fines y objetivos

En esta unidad aprenderá el vocabulario relacionado con la comunicación a través del teléfono

Practicará las siguientes habilidades y funciones:

Audición orientada a la información
Atender las llamadas entrantes y salientes

El enfoque gramatical de esta unidad es:

Vocabulario

Términos

	contestador
	prefijo
	ocupado
	llamada
(U.S.)	teléfono celular
(U.S)	llamada a cobro revertido
	código de país
	servicio de información
	comunicando
	extensión
	fax
	línea
	mensaje
	móvil
	telefonista
	teléfono
	cabina telefónica
	tarjeta telefónica
	auricular
	llamada a cobro revertido
	llamar
	servicio
	centralita
	teléfono
	guía telefónica
	marcar
	comunicar
	colgar
	esperar/no colgar
	levantar
	poner con
	redireccionar
	apagar
	señal
	páginas amarillas

Frases

	¿Puedo hablar con ... ?
	¿Puedo ayudarle?
	¿Puedo tomar algún recado?
	¿Podría repitir, por favor?
	¿Podría deletrearlo por favor?
	¿Podría tomar nota?
	Oiga/Diga
	No cuelgue, por favor
	Le llamaré más tarde
	Llamo acerca de ....
	Llamo desde ....
	Un momento, por favor
	¿Quién llama?
	¿Quién habla?
	Se ha equivocado de número

Práctica del vocabulario

Ejercicio 1: Práctica del vocabulario

Complete cada expresión con su traducción correcta.

comunicar [?]
señal [?]
guía telefónica [?]
esperar/no colgar [?]
páginas amarillas [?]
comunicando [?]
código de país [?]
¿Podría tomar nota? [?]
servicio de información [?]
¿Puedo tomar algún recado? [?]
móvil [?]
levantar [?]
telefonista [?]
llamar [?]
redireccionar [?]
mensaje [?]
¿Puedo ayudarle? [?]
Oiga/Diga [?]
ocupado [?]
servicio [?]
cabina telefónica [?]
marcar [?]
colgar [?]
¿Puedo hablar con ... ? [?]
llamada [?]
poner con [?]
No cuelgue, por favor [?]
contestador [?]
Llamo desde .... [?]
llamada a cobro revertido [?]
¿Quién habla? [?]
fax [?]
Llamo acerca de .... [?]
Un momento, por favor [?]
teléfono [?]
teléfono [?]
tarjeta telefónica [?]
centralita [?]
Se ha equivocado de número [?]
¿Podría deletrearlo por favor? [?]
línea [?]
¿Quién llama? [?]
Le llamaré más tarde [?]
extensión [?]
teléfono celular [?]
¿Podría repitir, por favor? [?]
apagar [?]
llamada a cobro revertido [?]
auricular [?]
prefijo [?]

Comprensión auditiva

Ejercicio 1: Selección múltiple

Elija la respuesta correcta.

Grabación:

Transcripción:

Caller	Hello. Is that Catherine Stone?
Secretary	No, I'm sorry, sir. I'm Barbara White, Ms Stone's secretary.
Caller	Oh, can I speak to her, please?
Secretary	I'm afraid Ms Stone isn't in her office at the moment. Can I take a message?
Caller	No, that's all right. I'll call back later.

Este ejercicio está también disponible en forma auditiva/oral:

The caller wants:
a.
b.
c.

[?]
The caller can't speak to Ms Stone because:
a.
b.
c.

[?]
The caller decides:
a.
b.
c.

[?]

Ejercicio 2: Selección múltiple

Elija la respuesta correcta.

Grabación:

Transcripción:

Man	Hello. Can I speak to Mr Grabowsky, please?
Woman	Who is calling, please?
Man	My name is Rodriguez and I'm calling from Valencia in Spain.
Woman	Hold on a moment please, and I'll put you through.
Man	Thank you.

Este ejercicio está también disponible en forma auditiva/oral:

The caller is:
a.
b.
c.

[?]
The caller's name is:
a.
b.
c.

[?]
The man is calling from:
a.
b.
c.

[?]
The woman asks him to:
a.
b.
c.

[?]

Ejercicio 3: Selección múltiple

Elija la respuesta correcta.

Grabación:

Transcripción:

Woman	Hello, can I speak to Mr Popescu, please?
Man	Sorry, could you repeat that, please?
Woman	Popescu, Adrian Popescu.
Man	I'm sorry, madam. There's nobody here called Popescu.
Woman	What? There must be. Isn't that Transglobal Transport in Bucharest?
Man	No, madam. This is a Chinese restaurant in Budapest. You've got the wrong number.
Woman	Oh, I'm sorry. Goodbye.

Este ejercicio está también disponible en forma auditiva/oral:

Who does the woman speak to?
a.
b.
c.

[?]
Who does she want to speak to?
a.
b.
c.

[?]
Which is correct?
a.
b.
c.

[?]

Ejercicio 4: Selección múltiple

Elija la respuesta correcta.

Grabación:

Transcripción:

Jenny	Who are you ringing?
Veronica	I'm trying to get through to the operator.
Jenny	What for?
Veronica	I'm trying to get directory enquiries. I need to ring the transport company.
Jenny	Haven't you got the number?
Veronica	No, only the fax number and the mobile number, but the mobile seems to be switched off.
Jenny	Have you looked in the yellow pages?
Veronica	Yes, but it doesn't seem to be in the yellow pages.
Jenny	Well then, ring directory enquiries.
Veronica	That's what I'm trying to do! But the line's busy.
Jenny	Well hang up and dial again!

Este ejercicio está también disponible en forma auditiva/oral:

Veronica needs to ring:
a.
b.
c.

[?]
She wants to get the number from:
a.
b.
c.

[?]
Which is correct?
a.
b.
c.

[?]

Ejercicio 5: Selección múltiple

Elija la respuesta correcta.

Grabación:

Transcripción:

Operator	Hello? Is that 061223289?
Mr Bell	Yes, it is.
Operator	I have a collect call for you from Jane Franklin in Helsinki. Do you accept the call?
Mr Bell	Ah, yes. That's OK. I accept the charges. Put her through, please.
Operator	Go ahead, please, caller.

Este ejercicio está también disponible en forma auditiva/oral:

The collect call is from:
a.
b.
c.

[?]
Jane Franklin is the man's:
a.
b.
c.

[?]
Which is correct?
a.
b.
c.

[?]

Ejercicio 6: Selección múltiple

Elija la respuesta correcta.

Grabación:

Transcripción:

Secretary	Global Interbank. Good morning. Can I help you?
Caller	Yes. Can you put me through to Mr Philips, please?
Secretary	Certainly, sir. Who shall I say is calling?
Caller	John Simpson.
Secretary	Hold on a moment, please, Mr Simpson.
Secretary	Hello, Mr Simpson? I'm afraid Mr Philips is in a meeting at the moment.
Caller	Oh dear. I need to speak to him urgently.
Secretary	Can I take a message? Or would you prefer to ring back later?
Caller	Ask him to get back to me as soon as possible. He's already got my number.
Secretary	Certainly Mr Simpson. I'll pass on the message. Thank you for calling. Goodbye.

Este ejercicio está también disponible en forma auditiva/oral:

Where does Mr Philips work?
a.
b.
c.

[?]
Which is correct?
a.
b.
c.

[?]
Where is Mr Philips now?
a.
b.
c.

[?]
The caller's name is:
a.
b.
c.

[?]
Which is correct?
a.
b.
c.

[?]

Ejercicio 7: Selección múltiple

Elija la respuesta correcta.

Grabación:

Transcripción:

Caller	Hello, is that the Grand Continental Hotel in Paris?
Reception	Yes madam. How can I help you?
Caller	I'd like to book a room, please.
Reception	Single or double, madam?
Caller	A single room for 2 nights, May 8th and 9th.
Reception	Certainly madam. May I have your name, please?
Caller	Yes, it's Claudia Schillaci.
Reception	Could you spell that, please?
Caller	Yes, 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.
Reception	And can you give me a contact number, please, Ms Schillaci?
Caller	Yes, of course. My mobile number is 3473352044. The country code for Italy is 39.
Reception	Yes, of course. Thank you very much for calling Ms Schillaci. Have a nice day.

Este ejercicio está también disponible en forma auditiva/oral:

Ms Schillaci is from:
a.
b.
c.

[?]
The hotel is in:
a.
b.
c.

[?]
Where is Ms Schillaci ringing from?
a.
b.
c.

[?]
What kind of room does Ms Schillaci want?
a.
b.
c.

[?]
How long does she want to stay at the hotel?
a.
b.
c.

[?]

Comprensión general

Ejercicio 1: Verdadero/Falso

Para cada afirmación abajo elija Verdadero o Falso.

Este ejercicio está también disponible en forma auditiva/oral:

When you ring a foreign country, you need to know the country code.

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

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

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

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

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

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

[?]
Mobile phone calls cost more than standard phone calls.

[?]
Fax machines are not connected to telephone lines.

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

[?]

Ejercicio 2: Completar las frases

Practique hablando. Complete las frases que oiga según el ejemplo.

Práctica de la gramática

Ejercicio 1: Transformación

Change the following sentences into questions.

Ejercicio 2: Transformación

Answer the following sentences using "YES".

Ejercicio 3: Transformación

Answer the following sentences using "NO".

Ejercicio 6: Transformación

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

Consolidación

Ejercicio 1: Verdadero/Falso

Para cada afirmación abajo elija Verdadero o Falso.

Grabación:

Transcripción:

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.

Este ejercicio está también disponible en forma auditiva/oral:

Your telephone manner can help to give a good impression of the company.

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

[?]
You must try to be helpful and polite.

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

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

[?]
You can save time by speaking as quickly as possible.

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

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

[?]

Ejercicio 2: Dictado

Primero escuche la grabación completa. Después pase al campo de texto de entrada y use la tecla ‘>’ para oír el dictado por partes y apúntelo. Para más información lea la ayuda con los ejercicios.

Ejercicio 3: Ejercicio de huecos

Escuche atentamente la grabación y luego rellene los huecos en el texto de abajo usando las mismas palabras.

Grabación:

Transcripción:

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.

Ejercicio 4: Rellenar huecos

Elija la opción correcta para completar las frases siguientes.

Este ejercicio está también disponible en forma auditiva/oral:

Hello. Can I speak ____ Susana, please?
a.
b.
c.

[?]
She isn't in her office ____ .
a.
b.
c.

[?]
Who ____ , please?
a.
b.
c.

[?]
Hold on and I'll put you ____ .
a.
b.
c.

[?]
I'm sorry. You've got ____ .
a.
b.
c.

[?]
His mobile must be ____ .
a.
b.
c.

[?]
Hello? Is ____ 061223289?
a.
b.
c.

[?]
Yesterday I got a call ____ Finland.
a.
b.
c.

[?]
Ask him to call me back. He's ____ got my number.
a.
b.
c.

[?]
Certainly, sir. I'll pass ____ the message.
a.
b.
c.

[?]
Thank you for ____ .
a.
b.
c.

[?]
Can you ____ your name for me, please?
a.
b.
c.

[?]
The country ____ for Italy is 39.
a.
b.
c.

[?]
Try to ____ on the phone!
a.
b.
c.

[?]
If the person calling speaks too fast, ask him or her to speak more ____ .
a.
b.
c.

[?]
When you take a ____ , don't forget to write down the name of the caller.
a.
b.
c.

[?]
Try to be helpful and ____ .
a.
b.
c.

[?]
If you need an electrician, look in the ____ pages.
a.
b.
c.

[?]
Are ringing ____ the same in all countries?
a.
b.
c.

[?]
Do you know who invented ____ telephone?
a.
b.
c.

[?]

Lista de comprobación

Cuando acabe esta unidad,debería ser capaz de:

Telefonear
Dejar un mensaje
Recoger un mensaje
Deletrear
Repetir el número de teléfono

Unidad 1: English for Telephone Communications

Fines y objetivos

Vocabulario

Términos

Frases

Práctica del vocabulario

Ejercicio 1: Práctica del vocabulario

Comprensión auditiva

Ejercicio 1: Selección múltiple

Ejercicio 2: Selección múltiple

Ejercicio 3: Selección múltiple

Ejercicio 4: Selección múltiple

Ejercicio 5: Selección múltiple

Ejercicio 6: Selección múltiple

Ejercicio 7: Selección múltiple

Comprensión general

Ejercicio 1: Verdadero/Falso

Ejercicio 2: Completar las frases

Práctica de la gramática

Ejercicio 1: Transformación

Ejercicio 2: Transformación

Ejercicio 3: Transformación

Ejercicio 4: Sustitución

Ejercicio 5: Sustitución

Ejercicio 6: Transformación

Ejercicio 7: Selección

Consolidación

Ejercicio 1: Verdadero/Falso

Ejercicio 2: Dictado

Ejercicio 3: Ejercicio de huecos

Ejercicio 4: Rellenar huecos

Lista de comprobación