Unit Three

Introduction

It is always useful to know how to make phone calls in English effectively. In this unit you will learn some phrases for making successful phone calls. You will try to make notes when receiving some information on the phone. You will also apologize on the phone.

Objectives:
After this unit you should be able to:
- make and answer a phone call,
- take notes
- apologize on the phone

Tasks and Dates

This unit consists of two tasks. You will learn and practice how to get through with your phone call and your learn how to apologize on the phone.

First go through the list of phrases and learn those you do not know or do not remember. Then go to the Telephone Quiz and match each phrase with the correct heading. Then listen to some extracts of the phone call and complete the missing words the Getting Through Quiz.

After that look at the symbols and learn how to read them. You can test your knowledge in the Symbols Quiz. Listen to the quiz and go through the phrases for making apologies on the phone.

To complete this unit you should go thought all activities. Contribute to all forums at least once. Go thought the quizzes.

Getting through

Study the phrases below. Can you find a correct heading for each phrase?
Go to the TELEPHONE QUIZ to check your suggestions.

1) Giving your name:
2) Getting through to the right person:
3) Making the connection:
4) When the person isn’t available:

a) Hannah Brown speaking.
b) This is José Carrera from TopMat International.
c) Hello, Julia. It’s Martin Green here.
e) Could/Can I speak to Peter, please?
g) I’d like to speak to Ursula Clark, please.
i) Is Joe there at the moment?
k) Shall I put you through to him/her?
m) Can I just ask what it’s about?
o) Could you please hold?
d) Just hang on a moment while I make the connection.
f) I’m afraid his/her line is engaged.
h) I’m afraid Alison isn’t available at the moment.
j) I’m afraid she is in a meeting.
l) Can I take a message?
n) Would you like to call back later?

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Tips for successful telephoning:


1) Try to relax.
2) Be polite.
3) Use the right level of formality.
4) Give yourselves some time to prepare for the call.
5) Speak more slowly.
6) Don't be afraid to ask a caller to repeat something.
7) Be careful when using first names. In English using first or family names depends on the relationship.

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Learn the phrases:

· I’m sorry could you say that again, please?
· Could you say that again more slowly please?
· I’m sorry I did not quite catch what you said.
· I’m sorry, could you spell that for me please?
· I’m sorry, did you say 17 or 70?
· Could I just check that I’ve noted the details down correctly?
· Can I take a message?

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Read the phrases and decide which of them are more formal or less formal. Write each phrase into the correct column. Then look at the key to check your answers. The key will be published by the teacher.

FORMAL INFORMAL

What's it about? / Can I speak to Nina, please? / Certainly. /Thanks. / Could you please hold? / Could I speak to Martin please? / Hang on a moment. / Can I just ask what it's about? / Sure. /Thank you. / Shall I put you through to her/him? /Do you want to speak to him/her?

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Listen to some extracts of the phone call and complete the missing words in the Getting Through Quiz.

Apology

Can you read the symbols. Learn it and then try the Symbols Quiz.
1) / slash
2) \ back slash
3) # hash sign
4) * asterisk
5) ( open bracket
6) ) close bracket
7) - hyphen
8) _ underscore
9) @ at
10) . dot

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Listen to the Apology quiz and go through the phrases for making apologies on the phone.



Breaking bad news:
I’m afraid I have rather bad news.
I’m very sorry about this but …

Reacting to bad news:
Yes, what seems to be the problem?
Oh, dear, what’s happened?

Apologizing:
I’m really sorry about this.
I’d like to apologize for this.

Reacting to an apology:
Don’t worry. It doesn’t really matter.
That’s all right.

Yes, what seems to be the problem?
Oh, dear, what’s happened?

Apologizing:
I’m really sorry about this.
I’d like to apologize for this.

Reacting to an apology:
Don’t worry. It doesn’t really matter.
That’s all right.

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