Lekcia 1: English for Telephone Communications

Ciele a zameranie

V tejto lekcii si osvojíte slovnú zásobu týkajúcu sa telefonickej komunikácie.

Precvičíte si nasledujúce schopnosti a znalosti:

Posluch so zameraním na informácie
Vybavovanie príchodzích a odchádzajúcich hovorov

Gramatické zameranie tejto lekcie:

Slovná zásoba

Slovíčka

	telefónny záznamník
	miestna predvoľba
	obsadené
	volať, hovor
(U.S.)	mobil
(U.S)	hovor na účet volaného
	medzinárodná predvoľba
	vyhľadávanie v zozname
	obsadené
	klapka
	fax
	(telefónnna) linka
	odkaz
	mobil
	spojovateľ
	telefón
	telefónna búdka
	telefónna karta
	slúchadlo
	hovor na účet volaného
	zvoniť
	služba
	telefónna ústredňa
	telefón
	telefónny zoznam
	vytočiť
	dovolať sa
	zavesiť
	čakať
	zdvihnúť
	prepojiť
	presmerovať
	odpojiť
	tón
	zlaté stránky

Frázy

	Môžem prosím hovoriť s ..?
	Môžem Vám nejako pomôcť?
	Môžem prevziať odkaz?
	Môžete to, prosím, zopakovať?
	Môžete to, prosím, hláskovať?
	Môžete prevziať odkaz?
	Haló.
	Neskladajte, prosím.
	Zavolám neskôr.
	Volám kvoli ...
	Volám z ...
	Moment, prosím.
	Kto volá?
	S kým hovorím?
	Máte zlé číslo.

Precvičovanie slovnej zásoby

Cvičenie 1: Precvičovanie slovnej zásoby

Doplňte správny preklad pre každý z nasledujúcich výrazov.

dovolať sa [?]
tón [?]
telefónny zoznam [?]
čakať [?]
zlaté stránky [?]
obsadené [?]
medzinárodná predvoľba [?]
Môžete prevziať odkaz? [?]
vyhľadávanie v zozname [?]
Môžem prevziať odkaz? [?]
mobil [?]
zdvihnúť [?]
spojovateľ [?]
zvoniť [?]
presmerovať [?]
odkaz [?]
Môžem Vám nejako pomôcť? [?]
Haló. [?]
obsadené [?]
služba [?]
telefónna búdka [?]
vytočiť [?]
zavesiť [?]
Môžem prosím hovoriť s ..? [?]
volať, hovor [?]
prepojiť [?]
Neskladajte, prosím. [?]
telefónny záznamník [?]
Volám z ... [?]
hovor na účet volaného [?]
S kým hovorím? [?]
fax [?]
Volám kvoli ... [?]
Moment, prosím. [?]
telefón [?]
telefón [?]
telefónna karta [?]
telefónna ústredňa [?]
Máte zlé číslo. [?]
Môžete to, prosím, hláskovať? [?]
(telefónnna) linka [?]
Kto volá? [?]
Zavolám neskôr. [?]
klapka [?]
mobil [?]
Môžete to, prosím, zopakovať? [?]
odpojiť [?]
hovor na účet volaného [?]
slúchadlo [?]
miestna predvoľba [?]

Posluchové cvičenia

Cvičenie 1: Začiarkávací test

Zvoľte správnu odpoveď.

Nahrávka:

Prepis:

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.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

The caller wants:
a.
b.
c.

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

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

[?]

Cvičenie 2: Začiarkávací test

Zvoľte správnu odpoveď.

Nahrávka:

Prepis:

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.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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.

[?]

Cvičenie 3: Začiarkávací test

Zvoľte správnu odpoveď.

Nahrávka:

Prepis:

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.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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.

[?]

Cvičenie 4: Začiarkávací test

Zvoľte správnu odpoveď.

Nahrávka:

Prepis:

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!

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

Veronica needs to ring:
a.
b.
c.

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

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

[?]

Cvičenie 5: Začiarkávací test

Zvoľte správnu odpoveď.

Nahrávka:

Prepis:

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.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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

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

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

[?]

Cvičenie 6: Začiarkávací test

Zvoľte správnu odpoveď.

Nahrávka:

Prepis:

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.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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.

[?]

Cvičenie 7: Začiarkávací test

Zvoľte správnu odpoveď.

Nahrávka:

Prepis:

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.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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.

[?]

Všeobecné porozumenie

Cvičenie 1: Pravda/nepravda

U každého z nižšie uvedených tvrdení zvoľte, či je pravdivé alebo nie.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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.

[?]

Cvičenie 2: Dokončovanie viet

Precvičte si hovorenie. Podľa vzoru dopĺňajte vety, ktoré počujete.

Precvičovanie gramatiky

Cvičenie 1: Transformácie

Change the following sentences into questions.

Cvičenie 2: Transformácie

Answer the following sentences using "YES".

Cvičenie 3: Transformácie

Answer the following sentences using "NO".

Cvičenie 6: Transformácie

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

Upevňovanie vedomostí

Cvičenie 1: Pravda/nepravda

U každého z nižšie uvedených tvrdení zvoľte, či je pravdivé alebo nie.

Nahrávka:

Prepis:

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.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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.

[?]

Cvičenie 2: Diktát

Najskôr si raz vypočujte kompletnú nahrávku. Potom prejdite do veľkého textového vstupného poľa nižšie a použite kláves ‘>’ a prehrávajte diktát po častiach. Diktovaný text zapisujte. Viac informácií nájdete v pomocníkovi k cvičeniu.

Cvičenie 3: Doplňovačka

Pozorne si vypočujte nahrávku a potom vyplňte vynechané miesta v nižšie uvedenom texte s použitím rovnakých slov.

Nahrávka:

Prepis:

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.

Cvičenie 4: Doplňovanie s výberom

Vyberte najvhodnejšiu možnosť na doplnenie každej z nasledujúcich viet.

Toto cvičenie je k dispozícii tiež v čisto posluchovej/ústnej forme:

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.

[?]

Kontrolný zoznam

Po dokončení tejto lekcie by ste mali byť schopní:

Uskutočniť hovor
Nechať odkaz
Prevziať odkaz
Hláskovať
Zopakovať telefénne čísla

Lekcia 1: English for Telephone Communications

Ciele a zameranie

Slovná zásoba

Slovíčka

Frázy

Precvičovanie slovnej zásoby

Cvičenie 1: Precvičovanie slovnej zásoby

Posluchové cvičenia

Cvičenie 1: Začiarkávací test

Cvičenie 2: Začiarkávací test

Cvičenie 3: Začiarkávací test

Cvičenie 4: Začiarkávací test

Cvičenie 5: Začiarkávací test

Cvičenie 6: Začiarkávací test

Cvičenie 7: Začiarkávací test

Všeobecné porozumenie

Cvičenie 1: Pravda/nepravda

Cvičenie 2: Dokončovanie viet

Precvičovanie gramatiky

Cvičenie 1: Transformácie

Cvičenie 2: Transformácie

Cvičenie 3: Transformácie

Cvičenie 4: Nahradzovanie

Cvičenie 5: Nahradzovanie

Cvičenie 6: Transformácie

Cvičenie 7: Čo je správne

Upevňovanie vedomostí

Cvičenie 1: Pravda/nepravda

Cvičenie 2: Diktát

Cvičenie 3: Doplňovačka

Cvičenie 4: Doplňovanie s výberom

Kontrolný zoznam