Unité 1: English for Telephone Communications

Buts et Objectifs

Dans cette unité, vous apprendrez et pratiquerez le vocabulaire de la communication téléphonique.

Vous pratiquerez les compétences et les activités suivantes :

comprendre les informations nécessaires
faire et recevoir des appels

L'objectif grammatical de cette unité est :

Vocabulaire

Termes

	le répondeur
	l'indicatif/le préfixe
	occupé
	l'appel
(U.S.)	le téléphone portable
(U.S)	l'appel en PCV
	le code de pays
	service de renseignements téléphoniques
	occupé
	la ligne intérieure
	le télécopieur
	la ligne
	le message
	le téléphone mobile
	le standardiste
	le téléphone
	la cabine téléphonique
	la carte de téléphone
	le récepteur
	l'appel en PCV
	le son/le coup de fil
	le service
	le standard
	le téléphone
	l'annuaire téléphonique
	composer
	passer, faire passer
	raccrocher
	ne pas quitter, patienter
	décrocher
	passer, mettre en communication
	rediriger
	éteindre
	le signal
	les pages jaunes

Phrases

	Est-ce que je peux parler à... ?
	Est-ce que je peux vous aider ?
	Est-ce que je peux prendre un message ?
	Pouvez-vous répéter, s'il vous plaît ?
	Pouvez-vous l'épeler, s'il vous plaît ?
	Pourriez-vous prendre un message ?
	Allô.
	Ne quittez pas, s'il vous plaît.
	Je vous rappellerai plus tard.
	J'appelle pour...
	J'appelle de...
	Un instant, s'il vous plaît.
	Qui est-ce ?
	Qui est à l'appareil ?
	Vous avez fait un faux numéro.

Pratique du vocabulaire

Exercice 1: Testez-vous

Complétez avec la traduction correcte des mots ci-dessous.

passer, faire passer [?]
le signal [?]
l'annuaire téléphonique [?]
ne pas quitter, patienter [?]
les pages jaunes [?]
occupé [?]
le code de pays [?]
Pourriez-vous prendre un message ? [?]
service de renseignements téléphoniques [?]
Est-ce que je peux prendre un message ? [?]
le téléphone mobile [?]
décrocher [?]
le standardiste [?]
le son/le coup de fil [?]
rediriger [?]
le message [?]
Est-ce que je peux vous aider ? [?]
Allô. [?]
occupé [?]
le service [?]
la cabine téléphonique [?]
composer [?]
raccrocher [?]
Est-ce que je peux parler à... ? [?]
l'appel [?]
passer, mettre en communication [?]
Ne quittez pas, s'il vous plaît. [?]
le répondeur [?]
J'appelle de... [?]
l'appel en PCV [?]
Qui est à l'appareil ? [?]
le télécopieur [?]
J'appelle pour... [?]
Un instant, s'il vous plaît. [?]
le téléphone [?]
le téléphone [?]
la carte de téléphone [?]
le standard [?]
Vous avez fait un faux numéro. [?]
Pouvez-vous l'épeler, s'il vous plaît ? [?]
la ligne [?]
Qui est-ce ? [?]
Je vous rappellerai plus tard. [?]
la ligne intérieure [?]
le téléphone portable [?]
Pouvez-vous répéter, s'il vous plaît ? [?]
éteindre [?]
l'appel en PCV [?]
le récepteur [?]
l'indicatif/le préfixe [?]

Compréhension écrite

Exercice 1: Questions à choix multiple

Choisissez la réponse correcte.

Enregistrement :

Transcription :

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.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Exercice 2: Questions à choix multiple

Choisissez la réponse correcte.

Enregistrement :

Transcription :

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.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Exercice 3: Questions à choix multiple

Choisissez la réponse correcte.

Enregistrement :

Transcription :

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.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Exercice 4: Questions à choix multiple

Choisissez la réponse correcte.

Enregistrement :

Transcription :

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!

Cet exercice peut également se faire uniquement au niveau phonétique ou oral :

Veronica needs to ring:
a.
b.
c.

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

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

[?]

Exercice 5: Questions à choix multiple

Choisissez la réponse correcte.

Enregistrement :

Transcription :

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.

Cet exercice peut également se faire uniquement au niveau phonétique ou oral :

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

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

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

[?]

Exercice 6: Questions à choix multiple

Choisissez la réponse correcte.

Enregistrement :

Transcription :

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.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Exercice 7: Questions à choix multiple

Choisissez la réponse correcte.

Enregistrement :

Transcription :

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.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Compréhension générale

Exercice 1: Exercices VRAI/FAUX

Pour chacune des phrases ci-dessous, choisissez Vrai ou Faux.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Exercice 2: Complétez les phrases

Exercices d'expression orale. Complétez les phrases que vous entendez, selon l'exemple.

Pratique de la grammaire

Exercice 1: Transformation

Change the following sentences into questions.

Exercice 2: Transformation

Answer the following sentences using "YES".

Exercice 3: Transformation

Answer the following sentences using "NO".

Exercice 6: Transformation

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

Consolidation

Exercice 1: Exercices VRAI/FAUX

Pour chacune des phrases ci-dessous, choisissez Vrai ou Faux.

Enregistrement :

Transcription :

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.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Exercice 2: Dictée

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.

Exercice 3: Exercice à trous

Écoutez attentivement l'enregistrement et complétez le texte avec les mots que vous avez entendus.

Enregistrement :

Transcription :

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.

Exercice 4: Exercice à trous

Choisissez l'expression correcte pour compléter les phrases suivantes.

Cet exercice peut également se faire uniquement au niveau phonétique ou 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.

[?]

Liste de vérification

Utilisez la liste ci-dessous pour vérifier si vous avez bien profité de cette leçon. Vous devriez être capable de:

faire un appel
laisser un message
prendre un a message
épeler
répéter les numéros de téléphone

Unité 1: English for Telephone Communications

Buts et Objectifs

Vocabulaire

Termes

Phrases

Pratique du vocabulaire

Exercice 1: Testez-vous

Compréhension écrite

Exercice 1: Questions à choix multiple

Exercice 2: Questions à choix multiple

Exercice 3: Questions à choix multiple

Exercice 4: Questions à choix multiple

Exercice 5: Questions à choix multiple

Exercice 6: Questions à choix multiple

Exercice 7: Questions à choix multiple

Compréhension générale

Exercice 1: Exercices VRAI/FAUX

Exercice 2: Complétez les phrases

Pratique de la grammaire

Exercice 1: Transformation

Exercice 2: Transformation

Exercice 3: Transformation

Exercice 4: Substitution

Exercice 5: Substitution

Exercice 6: Transformation

Exercice 7: Sélections

Consolidation

Exercice 1: Exercices VRAI/FAUX

Exercice 2: Dictée

Exercice 3: Exercice à trous

Exercice 4: Exercice à trous

Liste de vérification