Maquetación 2 - Grupo Conforsa · I ng lés:At e cióT f a 4.1 Handling the phone in the office UNIT 4. ... So that, we will learn this time how to answer the phone, ask to speak

4.1Inglés: Atención Telefónica

Handling the phone in the office

UNIT 4. HANDLING THE PHONE IN THE OFFICE

4.1. Introduction

HANDLING THE PHONE IN THE OFFICE is the title of our next unit. Thevocabulary in this unit is related to how to handle telephone calls in the office.So that, we will learn this time how to answer the phone, ask to speak tosomeone, introductions on the phone, take notes, enquiries for messages,passing on messages or how to apologise.

You can learn this vocabulary and expressions in the vocabulary Section. Andclicking on the Listening Section you will have dialogues that take place in anoffice.

Later practice doing some exercises in thePractice Section.

Finally, enjoy playing some games and learninginteresting things in the English World Section.

Please revise all the unit and try to learn asmuch as possible.

Inglés: Atención Telefónica


4.2

4.2. Vocabulary

In this section we are going to learn the vocabulary related to the office, andthe most important expressions used when handling telephone calls: how toanswer the phone, how to speak to someone, the way of introducing a person,how to take notes and say messages, and the way of apologizing on the phone.

I’m sure you will find it interesting.

Let’s start if you are ready!

4.2.1. General vocabulary

We are going to start with the vocabulary related to the office: the objects used,people working and acts.

At the office.

Paper knife Desk diary Journal Address book

abrecartas agenda diario libreta de direcciones

Pocket diary Notebook Engagement Note

agenda debolsillo

cuaderno agenda de trabajo anotación

Printer Spreadsheet Files Stapler

impresora hoja de cálculo archivos grapadora

Paper fastener PhotocopierComputer

graphicsSheet

grapa fotocopiadoragráficos porordenador

hoja de papel

Archive Filing cabinet Writing pad bloc Pen

archivo fichero bloc bolígrafo



Calculator Computer file Card index Fax

calculadora fichero fichero fax

Folder Ring binderInformation

folderLetter

carpetacarpeta deanillas

carpeta deinformación

carta

Sticky tape ScannerAnswering

machineCorrecting fluid

celo Scanner contestador tipp-ex

Disk Hard disk Disk drive Document

disco disco duro disquetera documento

ModemOffice

furniture

Portable

computer

Mainframe

computer

Módemmobiliario dela oficina

ordenador portátil ordenador central

Business

computerScreen

Continuous feed

paperSquared paper

ordenador degestión

pantallaalimentación depapel continua

papel cuadriculado

NotepaperWastepaper

binPaperweight Fountain pen

papel de cartas papelera pisapapeles pluma estilográfica

Document

holderBriefcase Pencil holder Propelling pencil

portadocumentos portapapelesportalápices paraescritorio

portaminas

Word processor Paperwork Felt tip pen Paper clip

procesador detexto

trabajoadministrativo

rotulador sujetapapeles



4.4

Acts and people

4.2.2. Handling calls

We are going to see now the main expressions we can use when we handle thetelephone in the office.

Answering the phone: person called

Good morning, Marketing Services. Mr. Jones speaking.Buenos días, Servicios de Marketing. Jones al habla.

Mary speaking. How can I help you?Mary al habla. ¿En qué puedo ayudarle?

John speaking. Can I help you?John al habla. ¿Puedo ayudarle?

Taxi’s office. Can I help you?Oficina de taxistas. ¿Puedo ayudarle?

Hello, Marketing Services. Who’s calling, please?Hola, Servicios de Marketing. ¿Quién llama, por favor?

Who’s speaking, please?¿Quién es, por favor?

To take notes Tomar notaTo print ImprimirTo save Guardar en el ordenador.To fill out Rellenar un documentoTo send EnviarTo transfer a call Pasar una llamada a alguienTo pin up Grapar Clerk OficinistaSecretary SectretariaTelephonist TelefonistaAccountant ContableReceptionist RecepcionistaManager Gerente, directorManager assistant Subgerente



Could you tell me who would you like to speak with, madam?¿Podría decirme con quién querría hablar, señora?

Can you repeat, please?¿Puede repetir, por favor?

Could you spell the name, please?¿Podría deletrear el nombre, por favor?

One moment, please. I’ll see if she is available at the moment.Un momento, por favor. Veré si puede atenderle en este momento.

Could you hang on a moment?¿Podría esperar un momento?

Hold on, please.Espere, por favor.

Hold the line. I’ll look for him.No cuelgue. Voy a buscarle.

I’ll put you through her extension.Le paso con su extensión.

I’ll connect you to her.Le paso con ella.

I’ll put him / her on the line.Le paso con él.

Thank you for your holding.Gracias por la espera.

I’m connecting you at the moment.Estoy pasándole en este momento.

You’ve got the wrong number.Tiene el número equivocado



4.6

Introductions: person calling

Good morning. This is Jim from Transport Services.Buenos días. Soy Jim de Servicios de Transporte.

My name is Jim. I’m calling from Transport Services.Mi nombre es Jim. Llamo de Servicios de Transportes

I’m calling on behalf of Mr. LeeLlamo buscando al Señor Lee.

It’s Jim from Transport Services.Soy Jim de Servicios de Transportes.

This is Mr. Jones.Soy el Señor Jones.

To whom I’m speaking?¿Con quién hablo?

I would like to know some information about your company.Me gustaría obtener información sobre su compañía.

My name is Mr. Reed I’m a very important client of this company and Iwould like to speak to Mr. Lee.Soy un cliente muy importante de esta compañía y me gustaría hablar conel Señor Lee.

I’m phoning you because I’d like to ask you about the new services youoffer.Le llamo porque me gustaría preguntarle sobre los servicios que ofrece sucompañía.

Could I speak to Mrs Stevenson, please?¿Podría hablar con la señora Stevenson.

I’m phoning because I would like to speak to your manager assistant.Estoy llamando porque me gustaría hablar con su asistente de dirección.

Could you put me through Mrs Stevenson, please?¿Me puede pasar con la Señora Stevenson, por favor?



I’d like to speak to Mr. Reed, please.Me gustaría hablar con el Señor Reed, por favor.

I’m trying to speak to your manager assistant.Estoy intentando hablar con su asistente de dirección.

Could I speak to the person in charge of the section?¿Podría hablar con la persona encargada de la sección?

Could I have extension 034, please?Podría pasarme con la extensión 034, por favor?

May I ask if it is Mrs. Stevenson in the office?¿Puedo preguntar si la Señora Stevenson está en la oficina?

Hello, it’s Jim Peterson. Is Sandra in?Hola, soy Jim Peterson. ¿Está Sandra?

4.2.3. Taking notes, enquiries for messages, passing on messages

In this section I’m going to show you how some statements related to the wayof taking notes and saying messages, when someone is not available.

Taking notes

I’ll tell Mr. Jules that you phoned.Le diré al Señor Jules que llamó

I’ll make sure that he rings you back as soon as possible.Me aseguraré de que le llame tan pronto como sea posible.

Can you tell me at what number can you be reached, please?¿Puede decirme en qué teléfono puede ser localizado, por favor?

Would you like to leave a message?¿Querría dejar un mensaje?

Can I take a message?¿Querría dejar un mensaje?

Could I take your name and telephone number?¿Podría coger su nombre y número de teléfono?



4.8

Could you give her a message?¿Podría darle un mensaje?

Would you like her to call you back?¿Querría usted que le llame ella?

Do you want me to tell him that you will come tomorrow?¿Quiere que le diga que vendrá mañana?

Should I ask him to call you back later?¿Debería decirle que le llame más tarde?

This is an answering machine. Leave a message after the beep.Éste es un contestador automático. Deje el mensaje después de la señal

Be sure I’ll let him know you phoned.Esté seguro de que le haré saber que ha llamado

It is often necessary taking notes during phone conversations. You can do thisby shortening words. The following are often useful:

e.g.= for example

NB= notice especially

cf.=compare with

a.m = morning

p.m=afternoon

eve= evening

info= information

v (versus)= against

&=and

pls=please

i.e.= that is

@= at

Asap= as soon as possible

Enquiries for messages

Could you ask him to call me back, please?¿Podría decirle que me llame, por favor?

Could you tell him that I called?¿Podría decirle que he llamado?



Could I leave a message for him?¿Podría dejarle un mensaje?

Can you tell her that Mrs. Jules called?¿Puede decirle que la Señora Jules llamó?

Could you take a note? I’m not sure he has my number.¿Podría tomar nota? No estoy seguro de que tenga mi número.

When do you expect she will be back?¿Cuándo espera que regrese?

This is Mr Stevenson from Canada. Can you please return my call as soonas possible? My telephone number is 83654832.Soy El Señor Stevenson de Canadá. ¿Podría devolverme la llamada loantes posible?

I just wanted you to know that I have had a problem with the documents.If it is possible I would like you to phone me.

My name is Steve Louis and my telephone number is 649376281. Thankyou very much.Mi nombre es Steve Louis y mi número de teléfono es 6493762813.Muchas gracias

Passing on messages

When we want to tell someone that somebody phones him or her we can usethe following statements:

Susan told me that she would phone you later.Susan me dijo que le llamaría más tarde.

He has said me that he will phone you at five.Me ha dicho que le llamará a las cinco.

She told me if you could phone her back.Me dijo que si podría llamarle.

Mr. Smith said that it was urgent to speak to you.El Señor Smith dijo que era urgente hablar con usted.



4.10

Mrs. Peterson told me if you could help her with the account numbers.La Señora Peterson me dijo que si podría ayudarla con los números decuenta.

He told me if you could send him an e-mail with the information.Me dijo que si podría enviarle un e-mail con la información.

She has said that it is necessary to phone her back.Ella ha dicho que es necesario que la llame.

4.2.4. Apologies

Sometimes, we have to apologize on the telephone, because the person youwant to speak to is not in, there are problems with the line or you need just toapologise because something you did was wrong.

Let’s see some statements we can use in these situations.

The person is not in

I’m afraid she is in a meeting now.Me temo que está en una reunión ahora.

I’m sorry, but she is out of the office today.Lo siento, pero hoy está fuera de la oficina todo el día.

She isn’t in at the moment.No se encuentra en este momento.

I’m sorry but I’m afraid we don’t have anybody with that name here.Lo siento pero me temo que no hay nadie aquí con ese nombre.

She is away from her desk now.Está fuera de su escritorio en este momento.

I’m sorry but he is on the other line. Lo siento pero está en la otra línea.

Thank you for your waiting, but I’m afraid he is not in at the momentMuchas gracias por su espera, pero me temo que no está en estemomento.



The person is not in

I’m sorry but he’s not at his desk.Lo siento pero no está en su mesa.

Mr. Peterson is not available at the moment.El Señor Peterson no está disponible en este momento.

I’m afraid he is on holiday. He will come back next week.Me temo que está de vacaciones. Regresará la semana próxima.

I’m sorry, but Mrs Grace is on a travel.Lo siento, pero la Señora Grace está de viaje.

Problems with the line

I’m sorry but it was cut off.Lo siento, pero se cortó.

Sorry, but I don’t know why I can’t get through.Lo siento, pero no sé por qué no pasarle.

The line is busy at the moment.La línea está ocupada en este momento.

Sorry, but I think you’ve dialled the wrong number.Lo siento, pero me temo que tiene el número equivocado.

The line is very bad. Could you please speak aloud?La línea está muy mal. ¿Podría hablar alto, por favor?

I’m afraid I can’t hear you.Me temo que no puedo oírle.

Could you repeat, please? I’m afraid I didn’t catch that.¿Podría repetir, por favor? Me temo que no lo he cogido.

Sorry? Pardon?¿Disculpe? ¿Perdone?

Could you spell it, please?¿Podría deletrearlo, por favor?



4.12

I’m sorry, but my English is not very good.Lo siento, pero mi inglés no es muy bueno.

There is a terrible sound on the line! Could you phone again, please?¡Hay un sonido terrible en la línea! ¿Podría llamar de Nuevo, por favor?

It is sometimes necessary to apologize because someone has not donesomething that they should have done.

I see I am very sorry about that. Ya veo lamento lo lamento mucho.

We should have sent more information. Deberíamos haber mandado más información

There’s obviously been a mix-up.Obviamente hay un malentendido.

I’ll have it checked for you and I’ll call you back as soon as I can.Lo comprobaré y le llamaré lo antes posible

I can only apologize.Sólo puedo disculparme

I shall make a full investigation into what went wrong.Investigaré a fondo en lo que nos hemos equivocado.

I am very sorry to hear that.Lamento mucho oír eso.

4.2.5. Exercises

Exercise 1. Fill in the gaps with the words in the boxes.

1. How can I ___________ you?

2. Could you ________ the name?

3. Can you ___________, please?

moment connect help speaking put

Who wrong repeat Hold spell



4. Good morning. Mary ___________.

5. __________ is speaking?

6. I’ll __________ you to him.

7. I’ll ________ him on the line.

8. I’m connecting you at the ____________.

9. You’ve got the ____________ number.

10. ___________ on, please.

Exercise 2. Can you the order the words in below to form correct sentences?

1. WHOM SPEAKING I’M TO?

2. IS MARY THIS.

3. EXTENSION COULD HER HAVE PLEASE I?

4. IN HE IS?

5. TAKE CAN MESSAGE A I?

6. SURE KNOW PHONED BE YOU LET I’LL HIM

7. HIM CALL ASK BACK ME TO

8. WILL EXPECT WHEN BACK BE DO SHE YOU?

9. TAKE COULD NOTE A YOU

10. BEHALF SMITH CALL MR. ON I OF

Exercise 3. In this exercise you have to choose the right word.

1. She isn’t ______ at the moment.a) in b) on



4.14

2. She is ________ from her desk now.a) next b) away

3.He is ____ the other line.a) in b) on

4. The manager is in a meeting _____.a) now b. later

5. He will come back ________ week.a) next b) last



4.3. Listening

Listen to the following dialogues. I hope you understand them. If not, you havethe possibility of listening to as many times as you need!

4.3.1. Listening 1

Listen to this telephone conversation at the office. It is sometimes necessaryto apologise because someone has not done something that they should havedone.

Receptionist: Park Tourist Agency. Good morning.

Mark S. : Good morning. This is Mark Smith.

Receptionist: Hello. Mr. Smith. Can I help you?

Mark S.: Could you put me through to Susan Adams?

Receptionist: She’s out of the office this week, I’m afraid. Can I take amessage? If it is important you can contact her on her mobile phone.

Mark S.: I don’t want to disturb her, if she is off. Can I speak to Paul then?

Receptionist: Yes, hold the line, please.

Paul: Hello.

Receptionist: Mr Smith is calling you.

Paul: Thank you. Good morning Mr. Smith. How can I help you?

Mark S.: Good morning. I’m phoning you because I have a big problem. Twoof my best clients weren’t given the right hotels in San Francisco. And threeothers clients have the same problem in Las Vegas.

Paul: I see I am very sorry about that. We should have sent more information.There’s obviously been a mix-up. I’ll have it checked for you and I’ll call youback as soon as I can.



4.16

4.3.2. Listening 2

Listen to the message that Paul has left in her voice box.

Paul: Susan we have a big problem in the office and I need to solve it a soonas possible. I will phone you in the next hour again in case you don’t call meback before. I am leaving the office right now, but I’ll be back in 1 hour, youcan call me then if it is possible for you. Thanks and sorry about that.

4.3.3. Listening 3

Now, listen to Susan, she is phoning Paul at the office. She is worried aboutthe problem they have there.

Receptionist: Park Tourist Agency. Good morning. Can I help you?

Susan: Hi! Mary It’s me Susan!

Receptionist: Susan how are you? Are you enjoying you holidays?

Susan: Yes, we are enjoying.

Receptionist: How long are you going to be on holidays?

Susan: For a month!

Receptionist: That’s great!

Susan: Mary, Paul has called me. Is he available now?

Receptionist: One moment, please. I will check it. I’m afraid his line is engaged.Will you hold?

Susan: No, I cannot wait now. Tell him I‘ll call back at about four o’clock.

Receptionist: That’s fine. Bye and enjoy.

Susan: Bye. Say hello to everybody!



4.3.2. Exercise

1. Decide if these sentences are true (T) or false (F):

1. Susan is in the office.

2. Susan and Paul should apologise.

3. Paul and Susan can talk on the phone.

4. Susan’s cell phone is turned off.

5. When Susan calls Paul he is available.

6. Paul is out of the office when Susan calls him.

7. Susan will call him back.

2. Listen and complete this conversation:

A: Hello, is that Services Marketing?

B: __________________________

A: Could I speak to the manager, please?

B: __________________________

A: Do you know what time he will be free?

B: __________________________

A: Well, I’ll call him later. Thank you.

B: __________________________

A: Good bye. Have a nice day.

B:________________________



4.18

4.4. Speaking

It’s time of learning some aspects of pronunciation again!

I’ll show you here the way of saying telephone numbers, addresses and e-mailson the phone.

After it you will do an exercise about the contents.

Telephone numbers

When we give telephone numbers on the phone we have to know some featuresas:

- We say oh or zero when we refer to number 0.

- We say double, triple, … + number when a number is repeated.

Let’s see some examples. Notice that it is better to separate the numbers ingroups to make pauses.

0642 333 4220: Oh-six-four-two triple three four-double two-oh

3331 202 1100: Triple three two oh two double one double oh

4032 134 3220: Four-zero-three-two one-three-four three-double two-zero

Let’s see now how to say addresses and e-mails on the phone.

When we want to spell an address on the phone we have to be careful whenspelling it, because a bad pronunciation may cause a mistake.



The following are the main sounds that may disturb the spelling:

When we say an e-mail address on the phone we must know the followingfeatures:

- we pronounce @ as /at/

- / is spelled as /slash/.

- - is said /hyphen/

- _ is named underscore

- . is said /dot/

G It must be pronounced as / dʒi/J It must be pronounced as in / dʒei/W It must be pronounced as /daboliu/X It must be pronounced as / ex/Y It must be pronounced as /uai/Z It must be pronounced as /zed/



4.20

4.5. Practice

4.5.1. Vocabulary

Exercise 1. Apologise in these situations:

See the example:

1. The hotel wasn’t in the center (check/ the location)

I’m sorry. I should have checked the location.

1. There was no instruction manual. (put/ in the box)

I’m sorry. ______________________________________

2. You sent my parcel to the wrong address. (check/your order)

I’m sorry. ______________________________________

3. The boxes arrived damaged. (pack/properly)

I’m sorry. ______________________________________

4. The receipt wasn’t included. (check/ the envelope)

I’m sorry. ______________________________________

5. We didn’t receive much information. (send/more details)

I’m sorry. ______________________________________

Exercise 2. Choose the best answer:

1. When will she be back?a. We’re expecting her tomorrowb All rightc. One hour



2. Can I give her a message?a. Thanks for callingb. Yes, just a moment I‘ll take a pen.c. No

3. Who’s speaking?a. My name is Ann Markb Annc Ann is speaking

4. Can I speak to Mr Smith, please?a Hold the line, pleaseb. Yes, waitc. Sure

5.I’d like to speak to Ms Clan, pleasea. No.b. Yes, you canc. I am sorry she is not in at the moment.

6. Can I call she back later?a. No, pleaseb. Yes, you canc. Yes, please do

Exercise 3. Rewrite these notes writing the right words instead of theabbreviations:

1. Can sb go to the main office on Monday a.m?_____________________________________________2. We have to write the report & the papers._____________________________________________

3. Meet Barbara next Tuesday @ 4 p.m_____________________________________________

4. Pls send me the envelopes asap._____________________________________________

5. I need that info this eve_____________________________________________



4.22

4.5.2. Grammar

Exercise 4. Put the words in order to form a right sentence.

1. football I playing like.

2. dislike You cards playing.

3. They Spanish don’t like food.

4. Do cats you like?

5 . like ice-creams We

6. dislikes speaking He Japanese.

7. likes Susan plants.

8. beach Mathew going dislikes to the.

9. their like visiting They family.

10. We taxis dislike.

Exercise 5. Complete the sentences with a verb given in past modal form:

1. ‘Why is she so sad?’ ‘I don’t know. She __________ bad news.’

2. ‘Where is your sister?’ She ___________ bed’.

3. ‘There are too much traffic, there ___________ an accident’

4. _________ I go to the party, please?

5. Lucy is a very good girl. She ___________ that.

6. I __________ any work last night; I finished it yesterday in the morning.

didn’t

need to do

might have

gone

may have

hadCould

shouldn’t

have gone

was able

to

can’t have

done

must have

been

must have

won

could have

arrived



7. I ___________ to that disco; today I have a headache.

8. He ________ climb that mountain in 20 minutes.

9. He is holding the golden medal. He _________ the first prize.

10. I must hurry; my mother __________ home.

Exercise 6. Complete the sentences using a word from the box:

1. They gave me a form and told me to fill it ____.

2. I go along ______ you, but she doesn’t understand us.

3. I didn’t want to stay at home, so I went _______ for college last year.

4. Sally is leaving tomorrow and coming ____ on Tuesday.

5. My parents fell ____ love two years ago.

6. Everybody has to face __ to their own problems.

7. I went ___ with your sister twice. I think I like her.

8. I’m getting _____ with my mother-in-law.

9. My French is poor, but it is enough to get ____.

10. I am late, because the car broke ____ on my way here.

with back in away out

up down by along in



4.24

4.6. English World

Have you been to New York and Washington? New York is a great cosmopolitancity and Washington D.C is the capital of the United States. It is legally namedthe District of Columbia, but known as Washington, D.C. Let’s learn more aboutthese cities.

The big Apple. New York

New York City (officially The City of NewYork) is the most populous city in the UnitedStates. Located on the Atlantic coast of theNortheastern United States, the city consistsof five boroughs: The Bronx, Brooklyn,Manhattan, Queens, and Staten Island.

New York City has a humid subtropicalclimate. Summers are typically hot and humid with average high temperaturesof 79–84°F (26–29°C) and lows of 63–69°F (17–21°C). Winters are cold, Springand autumn are variable, though they are usually pleasantly mild with lowhumidity.

The Big Apple is a nickname for New York City. It was first popularized in the1920s by John J. Fitz Gerald, a sports writer for the New York MorningTelegraph. And a 1971 a promotional campaign by the New York Conventionand Visitors Bureau to increase tourism to New York City adopted the Big Appleas an officially recognized reference to New York City. Since then, New YorkCity has officially been The Big Apple.

This is the story that the government of New York City has apparently decidedis "officially" correct:

"According to David Ellis's Lonely Planet 'New York City' guide (1st edition, Sept.

1997, p. 11), NYC was named so not because of jazz musicians, but because a

writer covering horse races in 1920 (named John Fitzgerald) repeated in the

'Morning Telegraph' what stable hands in New Orleans referred to a trip to a

NY racecourse as the 'Big Apple', or greatest reward for any thoroughbred. The

city government has agreed to this story, and all public tourist literature has

been amended to reflect this."



Source: http://www.ny.com/histfacts/apple.htmlStatue of Liberty

The Statue of Liberty is the most recognisable icon of NewYork. She stands on Liberty Island in New York Harbour.Being an American I can not tell you enough the pride I feltwhen I saw ofr he first time her in person. The Statue ofLiberty is a must when in New York City. It is definitely worthgoing to see.

Although, the statue suffered the effects of time andweather, her skin was restored and the iron skeleton wasreconfigured and strengthened, and a new torch was

installed.

The statue, facing the harbour through which so many immigrants and visitorshave passed since she was officially discovered in 1886. She was a gift fromthe people of France to the people of the United States.

The statue made by the French sculptor Frédéric-Auguste Bartholdi is anAmerica's symbol of freedom.

The most stunning way to see New York is to take a boat over to the Statue ofLiberty and Ellis Island, as the boat leaves the harbour in New York you get tosee a wonderful panorama of the New York skyline, this truly is breath taking.The Statue of Liberty is set in a lovely green island.

You can take the Staten Island Ferry from Battery Park in Manhattan to StatenIsland and enjoy the liberty statue’s views.

Washington

Washington D.C is the capital of the United States andthe seat of its three branches of government.Travellers find the city new, exciting, and decidedlycosmopolitan and international. Visiting DC with kidsis a good option. There are plenty of historical sights.From the White House to the U.S. Capitol families willenjoy learning first hand how the U.S. government

works. And with so many museums that are free and fun outdoor activities toenjoy.



4.26

Let’s learn more now about The White House and the Capitol.

The White House

The White House is the official residence of everyPresident of the United States, with the exception ofGeorge Washington. It is located at 1600 PennsylvaniaAvenue, two blocks north of the Mall near theWashington Monument.

It is the most famous building in Washington, DC andwas built between 1792 and 1800 by the Irish architect James Hoban.

The first residents of the White House were President John Adams and his wifewho moved into the house in 1800. Most people think the building was firstpainted white after it was rebuilt in 1817, but already in 1798 it was made whiteby a protective lime-based whitewash. It wasn't named White House from thebeginning: it was originally named the 'President's Palace', 'President's House'or 'Executive Mansion'. It was soon nicknamed 'White House' and in 1901president Theodore Roosevelt made it the official name.

US Capitol Building

The US Capitol Building is on a hill at the eastern endof the Mall. It is an enormous and beautiful whitebuilding (its size is 751ft/229m long and 350ft/107mwide) of classical Greek design with a large centraldome, columnar porticos, grand staircase and twowings. The north wing houses the US Senate, since1810, and the south wing houses the US House ofRepresentatives, since 1807. When either body is in

session, a flag flies over the respective wing. It is for many a symbol of thedemocracy and freedom. The Capitol looks smaller on TV or photographs thanactually it is.

In the hallways and central atrium are marble statues of great US statesmen,artists and historical figures and the building is full of unique architecturalfeatures. You can take a guided tour of the building for free Mondays throughSaturdays from 9 a.m. until 4:30 p.m.



4.7 Solutions

4.2 Vocabulary

4.2.5 Exercises

Exercise 1. Fill in the gaps with the words in the boxes.

1. help2. spell3. repeat4. speaking5. Who6. connect7. put8. moment9. wrong10. Hold

Exercise 2. Can you the order the words in below to form correct sentences?

1. To whom I’m speaking?2. This is Mary.3. Could I have her extension, please?4. Is he in?5. Can I take a message?6. Be sure I’ll let him know you phoned.7. Ask him to call me back.8. When do you expect she will be back?9. Could you take a note?10. I call on behalf of Mr. Smith.

Exercise 3. In this exercise you have to choose the right word.

1. a2. b3. b4. a5. a



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4.3 Listening

4.3.2 Exercise

1. Decide if these sentences are true (T) or false (F

1. Susan is in the office. F

2. Susan and Paul should apologise. T

3. Paul and Susan can talk on the phone. F

4. Susan’s cell phone is turned off. T

5. When Susan calls Paul he is available. F

6. Paul is out of the office when Susan calls him. F

7. Susan will call him back. T

2. Complete this conversation:

A: Hello, is that Services Marketing?

B: Yes, it is. Can I help you?

A: Could I speak to the manager, please?

B: I’m afraid he is not available at the moment.

A: Do you know what time he will be free?

B: Around 4 this afternoon

A: Well, I’ll call him later. Thank you.

B: You’re welcome.

A: Good bye. Have a nice day.

B: Ok. Good bye.



4.5 Practice

4.5.1 Vocabulary

Exercise 1. Apologise in these situations:

1. There was no instruction manual. (put/ in the box)

I’m sorry. I should have put in the box

2. You sent my parcel to the wrong address. (check/your order)

I’m sorry. I should have checked your order

3. The boxes arrived damaged. (pack/properly)

I’m sorry. I should have checked properly

4. The receipt wasn’t included. (check/ the envelope)

I’m sorry. I should have checked the envelope

5. We didn’t receive much information. (send/more details)

I’m sorry. I should have sent more details

Exercise 2. Choose the best answer:

1. When will she be back?a. We’re expecting her tomorrow

b All rightc. One hour

2. Can I give her a message?a. Thanks for callingb. Yes, just a moment I‘ll take a pen.

c. No

3. Who’s speaking?a. My name is Ann Mark

b Ann



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c Ann is speaking

4. Can I speak to Mr Smith, please?a Hold the line, please

b. Yes, waitc. Sure

5.I’d like to speak to Ms Clan, pleasea. No.b. Yes, you canc. I am sorry she is not in at the moment.

6. Can I call she back later?a. No, pleaseb. Yes, you canc. Yes, please do

Exercise 3. Rewrite these notes writing the right words instead of theabbreviations:

1. Can sb go to the main office on Monday a.m?Can somebody go to the main office on Monday morning?

2. We have to write the report & the papers.We have to write the report and the papers.

3. Meet Barbara next Tuesday @ 4 p.mMeet Barbara next Tuesday at 4 afternoon

4. Pls send me the envelopes asap.Please send me the envelopes as soon as possible

5. I need that info this eveI need that information this evening



4.5.2 Grammar

Exercise 4. Put the words in order to form a right sentence.

1. I like playing football.2. You dislike playing cards.3. They don’t like Spanish food.4. Do you like cats?5 . We like ice-creams.6. He dislikes speaking Japanese.7. Susan likes plants.8. Mathew dislikes going to the beach.9. The like visiting their family.10. We dislike taxis.

Exercise 5. Complete the sentences with a verb given in past modal form:

1. ‘Why is she so sad?’ ‘I don’t know. She may have had bad news.’

2. ‘Where is your sister?’ She might have gone bed’.

3. ‘There are too much traffic, there must have been an accident’

4. Could I go to the party, please?

5. Lucy is a very good girl. She can’t have done that.

6. I didn’t need to do any work last night; I finished it yesterday in themorning.

7. I shouldn’t have gone to that disco; today I have a headache.

8. He was able to climb that mountain in 20 minutes.

9. He is holding the gold medal. He must have won the first prize.

10. I must hurry; my mother could have arrived home.



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Exercise 6. Complete the sentences using a word from the box:

1. They gave me a form and told me to fill it in.

2. I go along with you, but she doesn’t understand us.

3. I didn’t want to stay at home, so I went away for college last year.

4. Sally is leaving tomorrow and coming back on Tuesday.

5. My parents fell in love two years ago.

6. Everybody has to face up to their own problems.

7. I went out with your sister twice. I think I like her.

8. I’m getting along with my mother-in-law.

9. My French is poor, but it is enough to get by.

10.I am late, because the car broke down on my way here.

Documents

Maquetación 2 - Grupo Conforsa · I ng lés:At e cióT f a 4.1 Handling the phone in the office UNIT 4. ... So that, we will learn this time how to answer the phone, ask to speak