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Ingls 2 Facultad de Ciencias Econmicas

Dialogues:

1. Match the words and phrases with similar meanings

1) The line
is busy

2) Will you
hold?

6) Whos
calling
please?

5) Ill put
you through

a) Ill
connect
you

11)
Anything
else?

c) Im
ready

b) Ill ring
back later

e) The lines
engaged

g) One
moment

f) An office
number

i) Is that
all?

1.
7.

7) This is...

10) An
extension
number

9) A code

8) Could I
speak to..?

12) Ill call again


later

d) Id like to
speak to ...

h) ... speaking

k) Could I
have your
name?

j) A country
or area
number

2.
8.

4) Go
ahead

3) Hold on

3.
9.

4.
10

Starting a call:

l) Can you
wait?

5.
11

6.
12.

2. Read the telephone conversation. We do not use the underlined phrases on the
telephone. What do we say?
Receptionist
Mario
Receptionist
Anna
Mario
Anna
Mario

Good morning. L.S. Communications.


Good morning. I want Anna Foster, please.
Wait, please
Hello.
Hello. Are you Anna Foster?
Yes, I am.
Hello. Im Mario Rossetti. I call about
U

Ingls 2 Facultad de Ciencias Econmicas

3. Number the lines of the telephone conversation to show the right order.
Yes, speaking.
Good morning. L.S. Communications. How can I help you?
Hello. Is that Anna Foster?
This is Mario Rossetti. Im calling about
Good morning. Can I speak to Anna Foster, please?
Hello.
Just a moment, please.

4. Read the telephone conversation below. The missing phrases are in the box.
Receptionist AMC Design. ______________________?
Pete
Oh, hello. _________________ Jon Dunn,
please?
Receptionist ___________________________________
Pete
__________ Pete May from Novac.
Receptionist ______________________________.
Jon
Hello, Pete. Its Jon. How are you?
Pete
Fine, thanks, Jon. ____________ our next
meeting. Are you free on Thursday afternoon,
at 4 oclock?

a.
b.
c.
d.
e.
f.

Its
Could I speak to...?
Im phoning about
How can I help you?
Whos calling, please?
Hold on, please.

Leaving a message

5. Number the lines of the telephone conversation to show the right order.
One moment, please. Im very sorry, the lines busy. Will you hold?
Good morning. Sava Electronics.
Er, no, Ill call again later. Thank you. Goodbye.
Goodbye.
Good morning. Can I have extension 473, please?

6. Write the phrases from the previous conversation which mean:


1. Im afraid the lines engaged.
2. Will you hold on?
3. Ill ring back later.

7. Read the telephone conversation. The missing phrases are in the box below.
A
B
A
B
C
B
C
B
C
B
C
B

Good morning. Sava Electronics.


Good morning. _________________ 473, please?
Yes. One moment, please.
Hello. ______________ Carla Mann?
No, its her PA. Im sorry, but shes in a meeting
____________________?
Yes, please. ___________________? My names
Ron Basca and the number is 01483 675 9982.
_____________________________ ?
Yes, 01483 675 9982.
Thank you. ____________________ ?
Yes. Ron, Thats R-O-N, Basca, B-A-S-C-A.
Thank you, Mr Basca. _________________.
Thanks a lot. Goodbye.

a. Sorry, could you say that


again?
b. Can I take a message?
c. Is that?
d. Can I have extension ?
e. Could you ask her to call me?
f. Ill give her your message.
g. Could you spell your name,
please?

Ingls 2 Facultad de Ciencias Econmicas

TELEPHONING PROBLEMS
Read the typical telephoning problems

1-6. How would you deal with them? Discuss the

strategies you might use. Then choose any expressions

a-j that might help you.

1. Youdidn'thearthecaller'sname.
2. Theotherpersonspeaksveryfastandit'shardtounderstand.
3. Thelineisbad/yourmobilephonesignalisweak.
4. Thecalleristhroughtothewrongpersonorwrongdepartment.
5. Itisdifficulttoexplaincomplexthingsonthephone.
6. Theotherpersonisaskingforinformationyoudon'thaveinfrontofyou.

a. Canyousaythatagainslowly,please?
b. I'mafraidIcan'thelpyouwiththat.
c. Canyouspellthat,please?
d. Justholdonamoment,please.
e. CouldIsendyouthedetailsbyemail/fax?
f. CanIcallyouback?
g. I'mafraidIcan'thearyouverywell.
h. Ithinkyouhavethewrongnumber.
i.

Sorry,Ididn'tcatchthat.

j. Justamoment.I'lltransferyou(to...)
1.

2.

3.

4.

5.

6.

Whattelephoningproblemsdoesthereceptionistinthepicturehave?

1. _____________________
2. _____________________
3. _____________________
4. _____________________
5. _____________________
6. _____________________

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