AULA 01: Phone Calls Gisele 21/08/2013

1) A-How ambitious are you? B-Where do you want to be in 10 years’ time?2) Which of the following would you prefer to do (and why):

a. Work for one company during your carrerb. Work for several different companiesc. Work for yourself

3) Which of the following areas do you work with and which would you like to work with?a. Sales and marketing b. Finance c. Managementd. Production

INTRODUCTIONTelephoning in English is an important part of doing business in English. It's also important to know how to answer the phone and help customers over the phone. Talking on the telephone can be difficult for a couple of reasons. First of all, you can't see the person you're talking to, so you can't see his or her body language and "read" his or her face. Talking on the phone also requires its own special set of words and phrases.

Use this telephone conversation role plays to help you practice telephoning in English. It's also a good idea to practice these conversations over the telephone. Photocopy the scripts and then call your business colleagues, friends, or classmates. Before we begin our class, take a look at the two conversations below. Check the expressions are more formal in your opinion.

Michelle: Hello, you've reached the marketing department. What do you want? / How can I help? Male: Yes, can I speak to/I want to talk to Rosalind Wilson, please?Michelle: Who are you / Who’s calling please?Male: It’s Richard Davies here.Michelle: Damn right. Wait there / Certainly . Please hold and I’ll put you through / I call him.Male: Thank you.

Michelle: Hello, marketing. How can I help/ How are you?

Male: Get me Jason Roberts. / Could I speak to Jason Roberts please?

Michelle: Certainly. Say your name. / Who shall I say is calling?

Male: My name’s Mike Andrews.

Michelle: Just a second - I’ll see if he’s in / Wait . Hello, Jason, I’ve got Mike Andrews on the phone for you / There’s a Mike Andrews here ... OK - I’ll put him through. Jason, I’m back. / Hang on a moment, Jason , I’m just putting you through.

Now, do you think those conversations differ much from the Portuguese ones you know? Why (not)? Can you think of similar expressions for the ones in bold?TELEPHONE PHRASES IN ENGLISH

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AULA 01: Phone Calls Gisele 21/08/2013

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AULA 01: Phone Calls Gisele 21/08/2013

EXERCISESEXERCISE 1 – Complete the conversations below using the phrases you just learned.

Michelle: Mr Hibberd’s office!

Peter: Hello, ________________________ Brian Hibberd, ____________?

Michelle: ___________________________________ until lunchtime. Can I take a message?

Peter: Well, I’d like to arrange an appointment to see him, please.

Michelle: ________________________________________________________?

Peter: It’s Peter Jefferson here.

Michelle: ____________________________________, Mr Jefferson. I’ll just look in the diary. So when’s convenient for you? (...)

Michelle: Mr. Hibberd’s office!

Someone: ssssssssss…

Michelle: ___________________________________________________________?

John: Oh, sorry. Can you hear me now?

Michelle: Loud and clear, mister. _______________________________________________?

John: ____________________________ Brian Hibberd, _________________________?

Michelle: ______________________________________________________________.

John: Thank you.

Michelle: Mr. Hibberd’s office!

Juliet: _____________________________________ Brian Hibberd, ________________?

Michelle: I’m afraid he’s in a meeting. _________________________________________?

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AULA 01: Phone Calls Gisele 21/08/2013

Juliet: Sure, sure. My name is Juliet McNamara.

Michelle: _____________________________________________________?

Juliet: M-C-N-A-M-A-R-A.

Michelle: _____________________________________________________?

Juliet: 2164-5587.

Michelle: ______________________________________________________?

Juliet: Ox Developments, Managing Department.

Michelle: Ok, Miss Juliet McNamara. He’ll call you as soon as possible.

Juliet: Thank you.

Male: Hello, this is the press office.

Michelle: __________________________________ Rachel Allsop please?

Male: ______________________________________________________. There’s no-one of that name here.

Michelle: Oh. ____________________________________________________? Is that not 5568790?

Male: No, it’s 5558790.

Michelle: Oh sorry about that. I must have dialled the wrong number.

Male: No problem! Bye!

NOW, REPEAT THE CONVERSATIONS IN PAIR. THEN, CHANGE ROLES.

EXERCISE 2 – ROLEPLAY, USING THE INSTRUCTIONS FROM THE BOXES.

CONVERSATION 1: Dr. Richards from the Science Division of Apple calls your boss. Get his details and put him through.

CONVERSATION 2: You receive a call for your boss, Mr. Badminton. He is not in the office at the moment, though. Take the caller’s details and say your boss will call him/her later.

CONVERSATION 3: You receive a call for your boss. He’s in a meeting. The conversation is difficult because the line has problems. Check the information and in the end tell the caller your boss with call him.

CONVERSATION 4: You receive a call, but it’s clearly the wrong number. Check the information with the caller and inform him/her of the mistake.

LISTENING

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AULA 01: Phone Calls Gisele 21/08/2013

You are going to listen to three conversations. And these questions about them:

1. Who do the three callers want to talk to? _________________________________________.2. Do the callers know each other? ____________________________________________.3. What is the purpose of each call? ___________________________________________.

LANGUAGE REVIEW + INTERVIEWS (OVERALL)Check Appendix 01.

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