Unit 4

Telephoning

Operators and a switchboard

Vocabularies P.65
conversation (n) appropriately (adv.) invaluable (adj) goodwill (n.) especially (adv.) promptly (adv.) ring (n.)

vocabularies
pick up (v.) third ring (n.) professional (adj.) practice (v.) greeting (n.) identify (v.) for instance 3 ,

vocabularies
Active (adj.) Listener (n.) Signal (n.) Assume (v.) Spell (v.) Accurately (adv.) Possess (v.) ) Several times (

Answer (page 69)

1. Mr. William James made the phone call. 2. The message is for Mr. Passakorn Saksaman. 3. Chitraporn answered the phone. 4. The telephone call was at 1.30 p.m. 5. Mr. William James works at Chiangmai Electronic. 6. Mr. William James wants to see Mr. Passakorn next Monday.

answer
7. He wants Mr. Passakorn to ring him back before 10 a.m. tomorrow. 8. Yes, the message is urgent. 9. Mr. James number is 053-219704. 10. No, he did not come to the office.

Listening (page 70)

Name Winston Wong Pasakorn Saksaman Susan Lewis Masao Ichida Mattana Sirichai In/Out In In Out Out In Back

2.30 pm. 11 o clock

Conversation 1 (page 77)

A: B: A: B: A: Electronics International. Can I help you? May I speak to Mr. Ichida, please? Who s calling, please? This is Mr. Annop from Uttaradit Electronics. One moment please, Mr. Annop.

Conversation 2
A: Good afternoon. Chiangmai Electronics. B: I would like to speak to Mr. Winai, please. A: I m sorry. He is out/not in the office at the moment. B: When will he be back? A: He wont be back to the office until 4.30. B: I ll call him later.

Conversation 3
A: Is that 055-413794? B: Yes, that s right. Who do you want to speak to? A: Could I speak to Mr. Passakorn, please? B: Yes, may I know who s speaking, please? A: I am Mrs. Amporn. I m Mr. Passakorn s mother. B: One moment please, Mrs. Amporn.

Conversation 4 (page 78)

Answer the phone: IBM Thailand. Can I help you? Ask the caller s name: May I have your name, please? Who is calling, please?

Conversation 4
Tell the caller to wait: One moment please. Hold on, please Just a minute, please

Conversation 4
Say Mr. Johnny can t receive the call at the moment: I I I I am am am am sorry. sorry. sorry. sorry. He He He He is is is is out. busy right now. in a meeting at the moment not available at the moment.

Conversation 4
Say you are not sure: I am not sure Ask about a message: Can I take a message? Would you like to leave a message?

Conversation 4
Repeat name, phone number Mr. Apichart from Thai Business Machine. Phone number 2774037. Is that right? Say goodbye: Goodbye

Review
Incoming calls: Good morning. Can I help you? / May I help you.

Asking to talk to someone

Can I speak to Ann, please? Could I speak to Ann, please? May I speak to Ann, please?
I would like to speak to Ann, please.

Is Ann there, please? Is Ann in, please? Extension 26, please.

Asking a caller s name

May I have your name, please? Can I have your name, please?

May I know who is calling, please? Who is calling, please? Who shall I say is calling?

Giving your name

My name is Ann Austin. This is Ann Austin from IBM. This is Ann Austin from the Legal Department.

Telling people to wait on the phone

Hold the line, please. Hold on, please. Just a moment, please. Just a minute, please.

Transferring the call

Hold on, please. I will transfer your call to him.

Saying people are not available

       

I am sorry, but Mr.Wong is not in. I am afraid Mr.Wong is out at the moment. I am afraid Mr.Wong is in a meeting. I am sorry, Mr.Wong has just left.

Taking or leaving a message

The receiver (
 

Would you like to leave a message? ? Could I take a message? ?

 

Leaving a message
The caller ( ) Yes, please. Could you tell him that I called?

..?

Could you tell him that

..................

Leaving a message
Please tell him to call me back at ? ......... Please tell him I ll today? ................... I ll call him again later.

Taking a message
The receiver I will tell him, sir. I will give him your message, sir.

Reading telephone numbers

What is your phone number? Write down your phone number. 0 = oh = zero

Asking for phone numbers.

What is your phone number? It is four one one oh nine six. It is four one one zero nine six. (411096)

Getting a wrong number

The caller: 1. I am sorry. I must have dialed the wrong number. 2. I am sorry. I got the wrong number.

Getting a wrong number

The caller: 1. I am sorry to have bothered you. I must have dialed the wrong number. 2. I am sorry. I dialed the wrong number.

Getting the wrong number

The receiver That s all right. That s OK. No problem.

Pronunciation (page 81)

Oo
message urgent habit bother practice goodwill dial moment single handset detail (n.)

oO
toward receive repeat detail (v.) posses

Ooo
switchboard frequently several operator

oOo
directory completely performance important