UNIT

ON THE PHONE
5
UNIT
GOALS
Requesting
information
Checking spelling Telephone phrases
BRAINSTORM
Which of these things do you do on the phone?
BRAINSTORM
Which of these things do you do on the phone?
In your
language
In English
Ask for information
Give information
Buy things
Make appointments
Send text messages
ANSWERING THE PHONE
PART A
2
ANSWERING THE PHONE
A. Track 20. Listen to three telephone conversations.
Who is the caller in each one?
1 a. Ms Jackson 1 a. Ms Jackson
b. Chris Fleming
2 a. Karl May
b. Julliette Winter
3 a. Dough Gibbs
b. Sandra Molina
B. Track 21. Complete the conversations below using the
phrases in the box. Then listen again and check track 22
Speaking Just a moment,
please.
This is
Whos calling,
please?
Do you speak
English?
I put you through.
Can I help you? Can I speak to
B. Conversations
Conversation 1
A: Hello, Campbell Designs
B: _______________________________ Ms Jackson, please?
A: _______________________________
B: Ah, hello, Ms Jackson. My name is Chris Fleming. We met at
Conversation 2
A: North West Credit Bank. ______________?
B: Hello. Karl Mays office, please.
A: _______________________________
B: Julliette Winter.
A: Just a moment. ___________________.
Conversation 2
A: North West Credit Bank. ______________?
B: Hello. Karl Mays office, please.
A: _______________________________
B: Julliette Winter.
A: Just a moment. ___________________.
Conversation 3
A: Fenosa, digame.
B: Uhhello___________________?
A: Yes, a little.
B: Oh, good. __________________ Dough Gibbs of Treads Carpets. Can I speak to Sanrda
Molina, please?
A: ___________________________________.
You are Holly Kronfeld of the Far Eash
Research Institute. Call the University
You are Professor Harold Buchowski of the
University of Michigan.
You are Marco Spinelli of Delta Industries
Head Office in Milan
You are Rena Burling of the Brussels Sales
Office. Call Delta .
Look at the
information in
Worksheet B
Look at the
information in
Worksheet A
You are Rena Burling of the Brussels Sales
Office. Call Delta .
You are Victor Harding fromthe tax office. Call
Chock-a-Block Toys Ltd
You are Lisa Parr of Chock-a- Block Toys Ltd.
You are Eva Lund of the International Bank of
Scandinavia. You are in the office
You are Ravi Singh of Singh and Son Ltd
A. Read the article. Why was the star of the show surprised?
B. Discuss theses questions
1. What do you think of what
the woman did?
2. Do you use a mobile phone
in public places ?
3. Does it annoy you when
people use mobile phones in
public places? Which places?
1. What do you think of what
the woman did?
2. Do you use a mobile phone
in public places ?
3. Does it annoy you when
people use mobile phones in
public places? Which places?
C. In group, write sentences saying when and where you
shouldnt use your mobile phone.
WHERE WHEN
Ex: You shouldnt use
your mobile phone at the
theatre.

.
Ex: You shouldnt use
your mobile phone at the
theatre.

.
CALLING FOR INFORMATION
PART B
10
CALLING FOR INFORMATION
A. Floris Krom is calling Ruud van Aken at Jupiter Printing Company.
She wants to receive Jupiters price list by fax. Who do you thinks
says each of these sentences? Write Floris (F) or Ruud (R)
Track 23. Listen and check
You are Floris Krom. Call Jupiter Printing Company
and ask themto fax you a price list for this year.
You are Ruud van Aken of Jupiter Printing
Company. A customer calls. Ask any necessary
questions and complete the formopposite
Look at the
information in
Worksheet B
Look at the
information in
Worksheet A
You are Ruud van Aken of Jupiter Printing
Company. A customer calls. Ask any necessary
questions and complete the formopposite
You are Beat Muller of Industrial Air Conditioning. A
customer calls. Ask any necessary quetions and
complete the form.
You are John Rees of Helvetia Life Insurance. Call
Industrial Air Conditioning. Ask themto sen you a
brochure for office air conditioning
Listen to a telephone conversation at a different company.
Complete the form
THE WORK STATION OFFICE EQUIPMENT
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
THE WORK STATION OFFICE EQUIPMENT
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
CUSTOMER REQUEST FORM
Brochure
Quotation
Price list
Other
Visit
Name: .. Philip
Company: Smartschool
Address :
Postcode: .
Tel: ..
Fax: .
Email:.
Notes: ..
A. Look at the order form of English learning materials and
decide what you would like to buy.
Answer the phone. Give your
name and company
Ask for name, company, address,
fax number, etc.
B. Work in pairs. Take turns to make and receive calls
Making a call: give details you are asked for
Receiving a call: complete the customers details on the order form
above
Request some things fromthe list.
Ask for name, company, address,
fax number, etc.
Check customers information as
he/she gives it
End the conversation
Give requested information
Say thank you and goodbye
REVIEW
16
UNIT
ON THE PHONE
5
UNIT
GOALS
Requesting
information
Checking spelling Telephone phrases
Name (people,
company)
Contact
Information of
products/
services
Appointment
Fax number
Address
Name VN Bank. Can I help
you?
Could you send it by
fax?
Can I have your
adress/name/fax
number?
Could you spell that,
please?
Can I speak to Mr Son?
Ill put you through.
Whos calling, please?
Just a moment, please.
Name (people,
company)
Contact
Information of
products/
services
Appointment
Fax number
Address
VN Bank. Can I help
you?
Could you send it by
fax?
Can I have your
adress/name/fax
number?
Could you spell that,
please?
Can I speak to Mr Son?
Ill put you through.
Whos calling, please?
Just a moment, please.