SecretarialPublished by Express Publishing Liberty House, Greenham Business Park, Newbury, Berkshire RG19 GHW Tel: (0044) 1635 817 363 Fax: (0044) 1635 817 463 ¢-mail: inquiries@expresspublishing.co.uk http://werw.expresspublishing.co.uk @ Express Publishing, 2011 Design and iltstration © Express Publishing, 2011 First published 2011 Made in GU All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form, or by any means, electronic, photocopying, or otherwise, without the prior written permission of the publishers. This book is not meant to be changed in any way. ISBN 978-0-85777-860-4 Acknowledgements Authors’ Acknowledgements We would lke to thank all the staff at Express Publishing who have contributed their skils to producing this book. Thanks for their support and patience are due in particular to: Alex Newton (Editor in Chief); ‘Sean Todd (senior editor}; Steve Miller (editorial assistant) Richard White (senior production controlter); the Express design team; Sweetspot (recording producers). We would also lke to thank those institutions and teachers who piloted the manuscript, and whose comments and feedback were invaluable in the ‘production of the book. Every effort has been made to trace all the copyright holders. If any have been inadvertently overlooked, the publishers will be pleased to make the necessary arrangements at the first ‘opportunity,Virginia Evans Aas Express PublishingTable of Contents Unit 1- Office supplies ................. ST ROR 4 Unit 2- Office furniture .. aNenaare enn 6 Unit 3- Reference books 2... 20...0..2..0.. 8 Unit 4 - Office machinery ........... wt : eecaretO Unit 5 - Office documents 0.0.2.0... ‘ 5 ce . ‘Unit 6 - Greeting visitors... ania cj we Unit 7 ~ Helping visitors ........ FREY Some 16 Unit 8- Office schedules ...... A Adel vonivene: . 8 Unit 9 - Phone calls .. seis er re 27420) Unit 10 - Qualities of a good employee ae! orn ee | Unit 11 - Departments _.. i 2,00 Unit 12 - Answering the phone - oni 28 Unit 13 - Making appointments . on Me een Unit 14 - Business letters a ees . 30 Unit 15 = Graphs and charts S ae fsa: = 82 | Glossary .. ; See Bisex : 4Get ready! @ Before you read the passage, Mises yy talk about these questions. 1 What supplies does a secretary use at work’ 2 Where does a secretary get supplies trom? Vocabulary @ Match the words (1-7) with the definitions (A-G). Reading @ Read this article from a business magazine. Then, choose the correct answers. 1. What is the article mostly about? A Where to order office supplies B What supplies a business needs. © A.good method for ordering supplies D Why supply stores can give discounts. 2 According to the article, what is true of the best way to order supplies? A Employees create of supplies once a year. B_ One person is responsible for placin C Employees conta D_ Employees should ask the supply store for discounts. supply orders res directly to purchase supplies, 2. Why is it bad for employees to order their own supplies? ‘A Itis costly for the employer. B It results in lost supply © increases shipping m D It takes longer to rece 1 folder 2 _ in charge of 3 paperclip 4 _office supply store 5 _ tape 6 _ staple 7 order A a request for products B an object that slides over papers to keep them together © a sticky material that keeps ‘objects together Dan object to store and organize papers in E place that sells business sunpies F responsible for something G a metal object pressed through papers to hold them together© Write a word that is similar in meaning to the underlined part. 1 Joan needs @ new bottle of white liquid used for covering mistakes Castestaae Sead 2 Ave the new things needed to work here? Im ‘out of staples. ___p___s 3. My writing object is out of ink, so t need a new one. _e_ © © Listen and read the article again. Why is it a bad idea to let employees order their ‘own supplies? Listening (© @ Listen to a phone conversation between a store clerk and an office worker. Mark the following statements as true (T) or false (F). 4 _ The office worker wants to purchase office supplies. 2 — The store is having a sale on staples. 3. __ The clerk offers to deliver the supplies. @ © Listen again and complete the conversation. Thank you for caling Speedys >) ch 1 How can | help you? Office Worker: | want to place an order for some 2 please, Clerk: Great! What do you need today? Office Worker: | need twenty boxes of pens with black ink. Then, | want ten boxes 3 Clerk: Is there anything else? Office Worker: Yes. | also need five bottles of 4 Oh, and fifty folders. They need to be red. Clerk: OK, got it. The total comes to $70. We're having a sale on 5 Ten boxes for three dollars, Are you interested? Office Worker: No thanks, Let me give you the delivery address for the 6 Speaking © With a partner, act out the roles below based on Task 7. Then, switch roles. want to place an order $ What do you need today? Wete having a'sale on. Student A: You are clerk at Speedy Office Supoly, Talc to Student B about: © supplies needed © sales =e Student an office worker. Call Student A to place an order for supplies © total bill Writing © Use the conversation from Task 8 to fill out the note. Speedy’s Office Supply Store Order Form ‘Client Name: Delivery Address: Phone Number: Quanity. __Ttemdescripion PriceBefore you read the passage, talk about these questions. 1. What furniture is usually in an office? 2 Where are some places you can buy office furniture? Read this excerpt from an office furniture Welcome to Bradley's! Bradieys is an office furniture retailer based in Chicago. We sell everything that you need for your office, from coat racks ta filing cabinets. With over 60 years’ ‘experience, we know what you need. Need a new office desk? How about a reception desk? No Problem. We have them! We also have a large selection of shelves which come in wood or metal. Come in aind check out our brand new line Of office chairs. Bracleys offers different furniture Styles, from traditional to modern. We also deliver office desk ‘ {0 your home or office, Monciays through Fridays (Delivery charges do apply) retailer's catalogue. Then, choose the correct answers. Place the words and phrases from the word bank under the correct heading. 1 What is the passage mainly about? A the kinds of chairs Bradiey’s designs B_ the types of furniture for sale at Bradley's © new furniture retailer in Chicago D. the changes in office tumiture styles 2 What is new at Bradley's? A the shelves © metal desks contiondesk “ntaanional _chelt B office chars fling cabinets modern office desk 3 What is NOT discussed about Bradley's in the rs _ veasaged Furniture Styles ‘A. what city tis located in a |] B the number of years it has been open - —— ee © the amount of the delivery charge D. what kind of items it sells© Check (V) the sentence that uses the underlined parts correctly. 1 A Check out these new desks. _— B Store these files in that office chair. 2 __A My office desk is uncomfortable to sit in —B Hang your jacket on the coat rack 3 __ A This is my great-grandiather's desk. I's very modem. —B You organize folders in a filing cabinet. 4 A The shoes come in black and brown, __ B This shelf has six drawers and a matching chair. ‘© @ Listen and read the catalogue again. What types of office furniture does Bradley's sell? Listening © @ Listen to a conversation between a salesperson at Bradley's and a customer. Mark the following statements as true (T) or false (F). 1 _ The chai are a new product. 2 — The customer likes the chairs, 3 — The chairs only come in red or blue. @ © Listen again and complete the conversation. Salesperson: Welcome to Bradley's. My name oe ‘ Diane. How can 11 Customer: Hi Im here to see the new eat ot office 2 = Where are they? ‘Salesperson: Theyre right $—____ Just follow me, please. Customer: These are perfect! Very stylish and soft. Do they 4 i, any other colors? ‘Sslesperson: They come in blue or red leather or 5—____dlack. ‘Customer: How much are they? Salesperson: The black leather is $99. For blue and red its $110, Customer: [i] 6____ five with the blue leather please. Speaking ‘© With a partner, act out the roles below based on Task 7. Then, switch roles. How much is/are .? V——_—_—_—_—_—— Student A: You work at an office furniture store. Help Student B find funiture Student B: You are a customer looking for new office furniture. Ask Student A questions about: © the item's location © available colors Tim here to see... © costs Writing © Use the conversation from Task & to fill out the receipt. SALES RECEIPT CUSTOMER NAME: PRODUCT: a ee Se STYLE/COLOR: —___— QUANTITY: —————————____—— C—O ‘THANKS FOR YOUR PURCHASE! COME BACK SOON. gh thee tS SEBefore you read the passage, talk about these questions. 1 What are some types of reterence books people use? ‘When are reference books helpful? “phone book Read this excerpt from an employee manual. Then, choose the correct answers. 1 What is this passage about? A. the company’s range of products B the improvements made at the library © the reference books available to employees D_how to use the companys database 2 What is true about the dictionaries and thesauruses? ‘A They are next to the job manuals B They are useful for planning a trip. © They are available in several languages. D They are kept on the left side of the library. 3. Which book contains lists of products? ‘A phone book = thesaurus B encyclopedia D catalogue hs ‘et iL Match the words (1-7) with the definitions (A-G). 1 —dietionary 5 _ thesaurus 2 _reference 6 — library 3 alas 7 encyclopedia 4 _ database Aa class of books that are used to get information B a room or building where books are kept © accollection of data D a book containing lists of words with the same meaning book of facts about many different subjects m containing definitions, or translations of a book containing mans© Write a word that is similar in meaning to ‘the underlined part. 1 | need to call a doctor, but I don't have a large, document containing a list ot phone numbers. SeSs0) 20 2 The new employee is reading the book about his cesponsbilties at. work, ule 3 Please give the customer 4 book with products lists Setanta © © Listen and read the manual again. What materials can you find in the library? What are they useful for? Listening ‘© @ Listen to a conversation between coworkers at a company. Mark the following statements as true (T) or false (F). 41 — The woman wants to know about the new products. 2 _ The man does nat know the location of the databases. 3 _ The woman is collecting information to write a report. @ & Listen again and complete the conversation. Employee 1: Hi Joe, do you have a 1_? Employee 2 Sure, what do you need? Employee t: | need to find out about our new product 2 Employee 2: Just go to the 3 __library on the second floor. The company catalogues are on your left Employee 1: Andthe 4 are up there, too? Employee 2: Yeah, theyre nex! to the § __. What are you working on, anyway? Employee 1: Im just gathering information for Mr Smith, Thanks for the help. Employee 2 6 Speaking © With a partner, act out the roles below based on Task 7. Then, switch roles. Do you have @ moment? — What do you need? Thanks for your help. Studient A: You are a secretary. You need to find information for your boss. Ask Student 8 about: ‘© product line information ‘& phone books Student B: You are Student A's coworker. ‘Answer his or her questions. Writing © Use the conversation from Task 8 to make notes on the reference books in the library. | aera diise wire tna Reference Library Guide Book: Contents: Location:10 4 Office machinery Get ready! © Before you read the passage, talk about these questions. 1 What types of machines are found in an office? 2 Where do people find information about office equipment? New Business Daily ea dictation Every office needs equipment butt cam ecxipent A eee pons to machi sa ore sera rea, make eure that everything stil works. ee : Finally, look for a telephone and aa inter. This answering machine combination 1° ie copie Touchine op he anaverro mache © ghd seanner, Save up t0 70% BY ‘order Woice mi purchasing only one machine. ‘Algo, fook for good quality used Reading © Read this article from a business magazine. Then, choose the correct answers. Vocabulary 4) What is the ticle? Dee eee ieee © Match the words (1-7) with the definitions ‘A. how to: pay for office equiament (AG). B_ how to maintain office equipment 1 _ printer —teleph © problems with used office equioment p pee 8 2 —taxmachine 6 — voice mail D tips for saving money on office equipment 3 __ shredder 7 —copier 2 People who order do not need an 4 Sema answering machine IAs cetaceans A a machine that makes paper coples of pages B: vice mrall-ceniice B a machine that cuts paper into thin strios © a dovice that reads images and copies them © atax machine into a computer D four-in-one printer . D_a machine that sends copies of pages over 3° What advice does the article give to people telephone lines buying @ used shredder? E a device used to speak to someone in A shop around for the best price another place B ask for.a discount Fa machine used to print pages and photos from a computer G a system where people leave recorded telephone messages © make certain that it still functions well D buya dictation machine at the same timeQ Write a word that is similar in meaning to the underlined part. 1. Sara has a telephone with a message recording device attached. = e 2 George has a small office, so he got a mult function machine to save space. eS 3. Shella types her boss's notes from a voice recording device Alb toe Aci Sq ace Listen and read the article again, How can companies save money on office equipment? Listening ‘© G@ Listen to a conversation between a business owner and a sales clerk. Mark the following statements as true (T) or false (F), 1 __ The customer wants to buy a telephone, 2 __ The clerk suggests a four-in-one-printer. 3 _ A [our-in-one-printer Is twice as expensive as a printer. ® @ Listen again and complete the conversation. Clerk: Good attemoon, Madam. Welcome to Office Supplies Incorporated. Can I help you find something? Business Owner: Thank you. 'm looking for a combination printer and 1 We have those. But have you considered a 2 Business Owner: A four-in-one? What else does it have? (Clerk: A fax machine and 3 And it costs about as much as a printer. is ita to operate? Yes, very. Plus, it doesnt 5 much space, 2 That 6 perfect. Speaking © With a partner, act out the roles below based on Task 7. Then, switch roles. Jam jooking f ? Have you considered.? Is it easy to operate? Student A: You are a clerk at an office supply store. Answer Student B's questions and make suggestions. Student B: You are a business owner. You want to buy some office equipment. Talk to Student A about: the item you want to buy © similar equipment © using the equipment Writing © Use the conversation from Task 8 to fill out the notes. 4 Office Supplies incorporated Customer Notes Sales Clerk Customer: Item: Notes5 Office documents LegalJobsRUs.com Company: BATES AND BURNS LAW FIRM Want a great job? Here it is. We want a secretary with great people and computer skills. We need a good organizer who can: # Propare legal documents ® Send faxes and send out memos # Keep track of receipts and payments e Write excellent business letters ® Fill out many forms, including order forms for office supplies Answering the phone and greeting clients is also important. We want someane who is friendly and energetic. interested? Please contact Mr. Bates at Get ready! Vocabulary @ Before you read the passage, talk about © Fill in the blanks with the correct words these questions. and phrases from the word bank. 1 What documents do people use in an office? 0 2 Who handles the different documents in an ‘order form fill out keep track of office? fax prepare documents Re 1 Its important to _______ important leading documents so you don't lose them. @ Read this job advertisement from a 2 It's easier and faster to. website. Then, mark the following dosiitnenis Ganinel tron ome be as true (Tor alee Fk 3 A secretary has to prepare anc organize many 1 — The law firm has an position available for a ——— lawyer. 4 Complete the for new office 2 _ The law firm needs someone to save and supolies. organize receipts. 5 this form with your name. and 3. __ The person who gets the job is responsible address, for ordering supplies. 6 Please ____ the document for Mr. Batos 12 and put it on his desk.‘Place a check (/’) next to the correct answer. 1 Can you send out an email about the meating ‘tomorrow? ‘A. Yes, just need to tum on my computer, B __ Sure, the phone is right over there. 2. Can you give me a receipt? A _ Il take two, please. 8 __ Yes, let me print it out 3. Please type up a business letter for me, A __Iilread it right away. B _ Who shall | address it to? © © Listen and read the advertisement again. What will the successful candidates main duties be? Listening © G Listen to a conversation between a secretary and an employer. Choose the correct answers. 1 What are the speakers talking about? A aciont C anemail Ban order fom D atax 2 What does Mr. Bates want his secretary to do? A fill out an order form © fax a document B writea business letter D shred a receipt ® © Listen again and complete the conversation. Employer: Good morning, Ms. Daniels. How are gs you taday? ‘Secretary: {m fine, thank you. What can Ido for you this moming? Employer Please fax this 1 over to Mr. Rane at the Clancy 2 Secretary: Do | need to type up a 3, letter? Exployer: No, that's not 4 ‘Secretary: Okay. Do you have tha fax number for the Giency Law Firm? Employer No, | don't actually. Please call them and ask their S p Okay, Consider it done. Speaking © With a partner, act out the roles below based on Task 7. Then, switch roles. can | do for you? e Please. Do | need to ..? Student A: You are an employer. Talk to Student B about: © completing an office task @ where to: find information Student 8: You-are a secretary. Ask Student A about ‘¢ what tasks you need to do '* the information you need to complete the tasks Writing ‘© Use the conversation from Task 8 to fill out the to-do list. BATES AND BURNS LAW FIRM Today's To Do List Date: March 16threceptionist visitor’s pass Before you read the passage, talk about these questions. 4 What are some common greetin use? s that: people 2 What do people say when they introduce themselves to others? Read the excerpt from a blog. Then, choose the correct answers. 1. What is the purpose of the biog post? inlioguce yourselt A to tell recoptioniota how to maiko now fiends B to teach employees how to sign-in guests " C to give advice for handling visitors 7-1 fat D to provide tips for visitors to offices Fee eso aaa Greeting Visitors 2. What is true about rebepionists? A They are the first to see visitors. They must carry visitor's passes. oo 5 © They introduce visitors to other employees. D ‘As a receptionist, You impression © create the first ic one. Follow sur company: Se make sure Its & GON - Tor greeting visitors: Thay should wait for visitors to make small these tips for greeting 5 ae 1 with a smile. This makes tal. Always greet vistors wih & ¢ s feel welcomet h of ti ving 1g NOT a te ‘discus the oes eeu yourself and explain 3. Which of the following is NOT a tip discussed Remember to it in the blog post? your title. troduction, say."ts nice t0 meet A. smile at the visitors when they first arrive ", your introduction, say. 1S " Alter Ve aged to mest YOU" B tell the visitor your title u” of eee sin Mee gmail talk with visitors by asking a = © avoid asking visitors questions Make 5 your flight? Pr or “How Was YOUT fig D help the quest sign in like: "How are you Sign the guests in and needed. give them visitors passes, i" These tips look 1 and your eomea 3s help you and ¥° Match the words (1-7) with the definitions professional (A-G), sign in 3 _ title — introduce 4 _ explain ‘small talk to tell someone your name for the first time ting a place 10 describe or give more information about something A B to write down your name when c D the name of the position you have in a compan)© Check (v) the sentence that uses the underlined parts Speaking Eariecty: © With a partner, act out the 1 _A Visitors must explain with their name and the reason roles below based on Task 7. for the visit. Then, switch roles. — B Allison met her friends at the café at 4 otclock Ls eceiieeellal 2 — A The strangers made small talk while waiting for the train Hello, you must be — B The meeting began with titles between the owners. Nice to meet you, Would you fice a drink? ! Tom introduced that all guests need a pass. Barbara greeted the quest by smiling and saying hello. * | > Or D> > D> D Student A: You area receptionist and a visitor arives at your office. Speak siowly and clearly during your introduction. © greet Student B ‘Small talk guests with general questions. © offer him or her a drink make: small tal. Make guests fee! welcome by smiling at them. Robert signed in Mr. Smith to Mr, Howard. o | Sam forgot to give Mr. Avery a visitor's pass when he ‘entered, _ B A friendly title can make a great first impression. Student B: You are a visitor toa company. Respand to Student As © @ Listen and read the blog again. How can you questions and make small tak: make a good first impression on visitors? Listening Writing ‘© @ Listen to a conversation between a receptionist t and a visitor. Check (/) the information that is true. 9 ee eee aes 1 Di Susan works for Mr. Siriski 2 J Susan's title is receptionist. A a 3 Mr. Siriski accepts a cup of cottee, Jones a Sows 4 Susan asks Mr, Siriski about his train ride, Sign-in Sheet S Mr Siriski kes to visit London. Name: ® © Listen again and complete the conversation. Time of Arivak ‘Seceotionist: Hello, you 1 Mr. Siriski. fn Reeson tor. Visi ae Susan, Ms. Carey's receptionist. Fr Hi, nice to meet you, Susan, ican2 and give you a visitors pass. Ms. Carey will arrive soon, Would Visiting From: you like some 3 __? : Yes, please. This is a nice office. Yes, Ms. Carey likes to have art and color. How was your 4__? Rough. We hit some bad weather, r Ss ‘we have had bad weather, too. p London 6 _____, but | stil love this city.belongings Reading Vocabulary ‘@ Read the email. Then, mark © Write a word that is similar in meaning to the the following statements as underlined part. (T) or false (F). tee i) oe sale) 1. Mary picked up her possessions and bearded the train. 1 _ The CEO’ sent the email to eee Ae he rect 2. Wanda offered her friend a crink, —-v—-a—— 3 My fight leaves at 30pm, _-p---8 4. Remember to get details of how to get to. location before leaving. i-e_-io-s 3 — Office employees are Did you read about the changes to the company's policies? fer to call a eeGarein= required t taxi for vi 16‘Read the sentence pairs. Choose where the words best fit the blanks. 1 taxi / map Tom looked at the to see where the museum was. Sara got into a ‘and went to the aitport. 2 showed the way / lends a hand The secretary always who need help completing tasks. The hotel clerk to employees to the nearest theater. 3. reminder / address Shery! sent a(n) time sheets on Friday. | gave the driver the 90 to. for employees to tum in their of the place | wanted to © © Listen and read the email again. Say three things you can do to be helpful to visitors. Listening ‘© © Listen to a conversation between a personal assistant and a visitor. Check (/) the information that the personal assistant gives to the vi 4 D2 good local dish 2 Da popular restaurant 3 Gi the address of a hotel 4 J directions to a restaurant 5 Ga description of a hotel ® © Listen again and complete the conversation. Speaking With a partner, act out the roles below based on from Task 7. Then, switch roles. Do you know of ..? Could you give ma .? Sure, just Student Av You area personal | assistant. Suggest a restaurant and tell Student B how to get there. Stuclent B: You are a visitor to a company. Ask Student A about good restaurants and get directions. Writing © Use the conversation from Task 8 to fill out the notes. Beorrracua corany From the desk of: Directions to: Hello, Miss. Gordon, 1 meeting? Yes, finally. But fm really hungry. Do you know any good restaurants 2 a There's Wagner's. Everyone here loves it. That sounds good. Where is it, exactly? with the o> : its3 the Luxe Hotel. Im sony, | don't know where that is. Could you give me 4 7 ‘Sure, just 5 on Broadway and go two blocks. Wagner’ is an the right. Do you. need a map? etter No, 6 thanks.vending machine ot Before you read the passage, talk about these questions. 1 What times are businesses usually open? 2 Why do some businesses ope’ earier or close later than others? OFFICE SCHEDULE Working hours are from 8:30 until 5:00, Mondays to. Thursdays. Friday is a half day; hours are 8:30-12:30. On arrival, employees are responsible for performing basic duties, like tuming on the computers and turning off the answering machine. At close of business, ‘employees are responsible for turning the answering machine back on, Employees take a break at mid-morning around 10:30 am, and a mid-afternoon break at 3:00 pm. Refreshments are available from the vending machine in the break room. Your lunch hour is from 12 o'clock to 1 o'clock. Read the employee manual. Then, mark the following statements as true (T) or false (F). 1 __ The company has a 5-day workweek 2 _ Employees must tum off the answerng machine at 500 3. _ Employees have two breaks during the day. Check (V) the sentence that uses the underlined parts correctly. — A Vivian opens the office on. arival. B At close of business, : Jason prepares for customers to arrive. 2 _A Virginia eats a lunch hour every day at noon, —B Harry eats a small pastry during his mid-morning ‘break. 3A Employees must be in the offce throughout working hours. B Stella works over eight hours on half days.1 Match the words (1-5) with the definitions (AE). 1 break room — mid-aftemoon 5 — vending machine 4 —retreshment — take a break a small amount of food o* drink @ place where employees eat lunch or have a snack 2 machine that sells candy and soda the middie part of the aftemoon E to spend a short time away from your work Dr on v0 © © Listen and read the manual again. Describe a typical working day at the company. Listening @ © Listen to a conversation between two employees at a bank. Mark the following statements as true (T) or false (F). 7 — The woman is a new employee. 2 — The man expiains the working hours on hat days. 3 Employee may take a lunch hour at any time. ® © Listen again and complete the ‘conversation. Hello. Youre new here, aren't you? @™) p Yes, today's my1 tm Kate. Hi Kate, Im Alex How do you like working here 2 sSeuPtig I's great, but | am confused about | a few things. Such as? tm wondering, do we get a 3 during the day? Yes there's actually 4 One in the moming and ane in the aftemoon, Also, can you tell me when the 5 is? Mts from 1200 until 1:00. That's good to know, thanks. Speaking (© With a partner, act out the roles below based on Task 7. Then, switch roles. How do you like working here? i Do we get a break during the day? Can you tell me when ..7 Studdent A: You are an employee at a bank Greet a new employes, Answer Student B's questions. i See Student B: You are a new employee at bank. Ask Student A about: © number of breaks © times for breaks time for lunch Writing (© Use the conversation from Task 8 to fill out the manual. Digby ana Son Break Times: Lunch Hour:take a message check a date Before you read the passage, talk about these questions. 1 What are some common ways of greeting callers on the phone? 2 How do office workers help Celi ale aro) WORLD SUX NT Te Phones at6 ringing off the hook in Ir office. Every line is bus | y. And cant put through any cals. Dont e on hold or ask his Call back later Instoad, take a moses, oa pact 25k forthe caller's name and number. Abaya 7rog8t the infomation back to the ay, aN y, YOU can catch any Next, ask the call t, ler what regarding. Carefully write this int & message pad. the call is formation on Read this article from an office magazine. Then, choose the correct answers. 1 What is the article about? A using a multiline telephone system B tips for correcting mistakes at work C a guide to taking a telephone message D polite ways to answer the telephone 2 Why is it important to repeat the caller's personal information? A to find out what action the caller wants B to find possible problems with the information € to alert the caller when to expect a call back D to make sure that the caller has the correct information 3 What canit you do when all the office phone lines are busy ‘A put the caller on hold, B call the caller back later C take a message D putt the ller through to someone elseVocabulary © Read the sentence and choose the correct word. 1 Mr. Walpole (puts through / calls back) a client to Ms. Danz's office. 2 Ms. Waltz writes the callers (name and number / message pad). 3° Mr. Crichton (caught a mistake / returned a call) jn the report. 4 The phones (take a message / ring off the hook) on busy days. 1G Place a check (v) next to the response that answers the question. 7) May | put you gn hold for a moment? A — No, Id rather leave a message. B _ No, | don't mind waiting. 2 Can you put Mr. Till on the line? ‘A _. Yes, you can go before me. B _ Iii check if he's available, 3 Carl toke a message? ‘A __ Im sorry, Mr. Johnson is not available right now. B _ Yes, ve got a question about our mesting, } © Listen and read the article again, What details should you ask for when taking a message Listening @ Listen to a conversation between a secretary and caller. Mark the following statements as true (T) or false (F). 1 — The caller is calling for Mr. Davis. 2 — The caller decides to call back later. 3 — The secretary asks Ms. Bailey to repeat her phone number. '®@ © Listen again and complete the conversation. 2 Hallo Digby and Son. Tim speaking. How can | help you? Caller: Hello. May | please 1 im afraid he's unavailable: Gan | 2. a Yes, please. My name is Kate Bailey: p Okay and where can Mr. Davis 3 p My 4 is 958-278. e All righi, Ms Bailey. What is the call § FI want to 6 the Groton account. ¢ Okay. | will give Mr, Davis the massage. Good byel Mr, Davis? you? 2 Speaking © With a partner, act out the roles below based on Task 7. Then, switch roles. How can | help: you? r Can I take message? What is the cal regarcing? Student A: You are a secretary. Tak to Student B about leaving a message name and number © what the call is about Student B: You are a business ‘owner. You have called a client who is not available. Leave a message with Student A. Writing Use the conversation from Task 8 to fill out the message. Telephone Message Caller’s Name: Caller’s Telephone Number; __ Reason for calling. —___ Call back?efficient Are you hard-working and ‘organized? If so, we have a great job for you! Our law firm is looking for an efficient and reliable personal assistant (PA) to join our team, The successful applicant wil: # be a qualified PA or have two years’ office experience © have good grammar and spelling have a typing speed of at least 50 words per minute «have a friendly and polite telephone manner © be familiar with office computer software To apply, please email Janet Freeman at hr@greenway.com for an application form. $2000 yearly 37 hours per week qualified Before you read the passage) talk about these questions. 1 What do you think are the qualities of a good secretary? 2 Why is it important for secretaries to have Read the sentence pairs. Choose where those qualities? the words best fit in the blanks. 1 hard-working / qualified This certificate shows that | am a Read this job advertisement from a personal assistant. newspaper. Then, fill in the blanks using Jane is and never leaves the words from the word bank. office until her work is complete. 2 friendly / efficient type 1 Ruth is very _and always talks to contact friendly everybody at the office. Jacob is ___.. He works quickly, and This is Green Way Ltd's advertisement for a(n) he does the work well. 1___. Green Way wants someone with several 2 The person needs two years 3 successful / organized office experience and must able to 3__ After his __job search, Mike starts quickly, The candidate also needs to be 4 work on Monday The advertisement also gives the companys ita is Her pacers are alwave ti 5 details and information about the salary. the right place.