Connecting a) Questions Which department does Michelle work

When you telephone a company the person answering the phone may ask you a question. ... I'm sorry, you've ______ the wrong number. ... Caller: 'Could you tell him that I called and that I'm in the office all day if he could call me back?' 1.
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Worksheet Week 4: Telephoning 1) Telephone/ Connecting a) Questions Which department does Michelle work at? Who is Rosalind Wilson? What’s the caller’s name?

Who wants to talk to Jason Roberts? Is Jason Robert there or not?

b) Quiz: Choose the one correct answer 1. When you telephone a company the person answering the phone may ask you a question. Which is the correct question? A Who’s calling please? B Who calls? C Who it is? D Who called? 2. Which phrase means the same as “hang on a moment?” A Just a second B I’ll put you on C Go ahead D I’m ready 3. Choose the correct word: “Please ……. and I’ll put you through.” A stop B stay C talk D hold 4. What is the expression used to connect two people on the telephone? A I’m sending you through B I’m putting you through C I’m calling you through D I’m talking you through 2) Telephone/Messages a) Questions Where does Claire work? Why can’t the lady speak to Adrian Hopwood? When will the meeting be over?

What does Claire ask the lady to do? What is the lady telephone number?

b) Quiz: Finish the sentence by choosing the correct words and writing them into the empty boxes 1. He’s not in his office at the moment, take / can / your / message / I / a / please 2. She’ll be back in the office this afternoon, later / call / can / back / you / soon / message 3. Can I speak to June Wilkinson please? meeting / afraid / I’m / sHe’s / a / in / at / on 4. Could you ask him to ring me back please? My number is 020 7558 4567. message / I’ll / sure / make / OK / gets / he / the / an / on 3) Telephone/wrong numbers a) Questions Why can’t Michelle speak to Rachel Allsop? What happened? What mistake did she make?

What office did she reach? How can Ruth put the man through to Paul Richards if it is the wrong number?

b) Quiz 1. You ______ have the wrong number. A should B would C must D can 2. His _______ number is 998922. A straight B direct C certain D sure

3. I'm ________ to have troubled you. A upset B apologise C sorry D sad 4. I'm sorry, you've _______ the wrong number. A got B had C have D put

4) Telephone/appointments a) Questions Why can’t Peter Jefferson speak to Brian Hibberd? When will the meeting end? Why does peter want to talk to Brian?

When would he like to meet him? What appointment does Michelle suggest? Why does she change the time?

b) Quiz: Finish the sentence with the correct phrase. 1. I’d like to ___________ an appointment A arrange B have C do D save 2. I could ________ it after four A take B fake C get D make

3. Let’s meet next Wednesday… shall we _____ 4.15? A arrange B say C suggest D see 4. Would next _________ be OK? A day B morning C week D afternoon

5) Challenge You are Marie and you work in the finance department for a major corporation. The telephone rings ... Q: How would you answer the phone? 1. Hello? 2. Hello, can I help you? 3. Hello, Finance Department, Marie speaking. Caller: 'Hello there. Can I speak to Clive Jenkins please?'

1. 'Who's calling?' 2. 'Who shall I say is calling?' 3. 'Who is that?' 4. 'There's no-one of that name here.' 5. 'Sorry, you must have the wrong number.' 6. 'Oh dear. Wrong number!' Caller: 'It's Kenneth Avery' 1. 'Please hold and I'll see if he's in.' 2. 'Hang on, Kenneth.' 3. 'Okay. Just a second...' [After a pause while you see if Clive Jenkins is in...] You: 'I'm afraid he's in a meeting at the moment... 1. Can I help?' 2. What do you want?' 3. Can I take a message?' 4. What do you want to say to Clive?' Caller: 'Could you tell him that I called and that I'm in the office all day if he could call me back?' 1. 'Okay. What's your number?' 2. 'Right... Can I take your number please?' Caller: '020 6788 9731.' 1. 'All right, I'll tell him.' 2. 'Okay, I'll make sure he gets the message.' Caller: 'Thank you very much for your help. Goodbye!' 1. 'See you.' 2. 'Bye.' 3. 'Take care.' 6) Useful Phrases Connecting Can I help? I’ll try and put you through How can I help? Can you call back later? His direct number is… Can I speak to …, please? Can I take a message? Sorry to have troubled you Could you tell him that… Who’s calling, please? Appointments Can I take your number, please? Please hold I’m afraid He’s in a meeting OK, I’ll make sure he gets the message I’d like to arrange an appointment I’ll just put you through Wrong number Could I speak to……please? I’ll just look in the diary You must have the wrong number Who shall I say is calling? When’s convenient for you? Is that not 556 8790? Just a second Would next Wednesday be OK? No, it’s 555 8790 I’ll see if he’s in He’s free in the afternoon after about Sorry about that I’ve got ……..on the phone for you three I must have dialled the wrong number I could make it after four Hang on a moment Can I help you? Messages So shall we say 4.15 next Wednesday? I’m sorry, you’ve got the wrong Can I speak to …, please? number I’m afraid He’s in a meeting Telephone role play: getting through Student A Student B You are about to call the Sales department of a company You work for a company called FIRTEK. You are the called FIRTEK. secretary for the SALES DEPARTMENT. INFORMATION ABOUT YOURSELF There are six sales assistants who work in the sales A) Choose a first name: department. Study the information for each one. John, David, Michael, Philip, William, Derek, Edward 1) John Smith: He’s at a conference at the moment. He Jane, Julie, Sarah, Anne, Mary, Judith, Jennifer, Joan won’t be back for another week. You have his mobile B) Choose a Surname : phone number but only for emergencies: it’s 06 56 96 58 Williams, Smith, Hardy, Brown, Black, Jordan, Price, 96. Trent, Lyndon, Rogers, More, Hinton, Westminster, 2) Mike Firth: He’s in a meeting. He should be free in 30 Bristol minutes. C) Choose a phone number: 3) Steven Derrick: He left the company last week. 236 5638/25365/458 2563/256 363 565/02 2156/458 4) Sarah Holding: Sarah is working at home today. You 4587 can give her phone number to colleagues and friends INFORMATION ABOUT YOUR CALL only. It’s 01 23 56 98 65. A) Who would you like to speak to? 5) Helen Kent: He’s in the building today. You saw her John Smith, Mike Firth, Steven Derrick, Sarah Holding, ten minutes ago. However, you can see that he’s not at Helen Kent, Michael Kipling her desk. You don’t know where she has gone. B) What is the reason for your call? 6) Michael Kipling: He’s on holiday today. He’ll be back You would like information about a product. tomorrow. You would like a quotation. You would like to make an URGENT order. If you take a message, write down the details below. You’ve got a cash flow problem and won’t be able to NAME_______________________________________ meet a payment. PHONE NUMBER_____________________________ Other;_______________________________ REASON FOR CALL___________________________ C) What will you do if the person is absent? _____________________________________________ Call back later. _____________________________________________ Ask for mobile his/her mobile phone number. _____________________________________________ Ask to speak to someone else if possible. _____________________________________________ Ask if the person can call you back.