Essential Phone Skills

Contents
To the student
To the teacher 5
Essentials 1 Answering the phone 6
Making and taking calls 8
3 Reasons for calling 10
4 Leaving messages 12
Taking messages 14
6 Asking the caller to wait 16
7 Asking for repetition and clarifying 18
8 Ending the call 20
9 Language review 1 22
Everyday phone calls 10 Booking hotels and restaurants 24
11 Booking transport 26
12 Dealing with telephone problems 28
13 Recorded informal ion and phone tnenus 30
l4 Leaving voicemail messages 32
Telephone skills l6 Sounding friendly and polire 36
17 Planning a call 38
18 Telephone manner 40
19 Small talk 42
20 Formal and informal s4
2 l Language review 3 46
Phone callswlth 22 Making appointments 48
customers/colleagues 23 Inviting people 50
24 Confirming arrangements 52
25 A conference call 54
Commerca(phonecals 27 Placing an order 58
28 Solving problems 60
29 Complaining and handling complaints 62
30 Selling on the phone I 64
31 Selling on the phone 2 dd
ent A Role plays 70
nt B Role plays 72
ning scripts 74
ase bank 82
er key 88
* , ’-ht..:t.der..
Why TeleJihone English ?
*tu‹ients who need English f‹ip husine ‹ ‹ ›r tht ir ptote*sional lives ‹›tten request help with English
‹›n the telephone. This is because telephoning i• ‹inc ‹›t the most imp‹ rtant *jpe• of c‹›mmunivati
•n in the z orld ‹›f lurk. It i• alsc une 1 the most dittic i › area.• ul c ›mmunication bt‹ ause we
can't see the i other [caker and so listening is espe‹ ially imputtant.
Who is the book for?
You are a leamer ‹›f Fnqli h a r••- ntermed iate to intermediate levr'l and v.›u make and receix e
telephone call• in £,nglish f‹ v t ›ur wi›rk ;n trav cl. Y‹›u have t•o deal with regulier cdlls ui h as
qettin* info ›rmat i‹ ›n t ›r arranging to meet. You might also› haxe m‹›re dilti‹ ult falls such a• a ‹
omplaint fry lTt d
r ustomer r a di•cu•;i‹›n in a c ›nlerence call. Ytiii want t‹ • inipn *x e v• uur English .›n the ph‹int but y. u
also› want te › be mi›re c onfident and ri› <‹smmunicate more etter:tixelY. The h‹'ok van de used f‹ir telt
study ‹›r with a teacher a; part of a ‹ course.
What does the book include?
'twenty -set en pra<ti e! units Phiose bank i ›t ken phra•es f ›r
i-w e laneuace i’rvicw uni•
R‹ lt p lzi t‹*r extra pr.retire in i la•• teleph‹›ning t ’1 and li teninE script
How should 1 use this book?
I.‹›‹ .k at the crintents page and F••u u ill ‹ee that the bi • ik i• dix ited tnto hv e sc‹ ti ›n•. Start « ith the
fret ›ecti‹•n which presents all the essential phrases. After that, v‹•u can ‹ •mplete cash unir in • ›rCier
or choose units that will help you wi*h the types txt ‹ ally v‹iu make mo*.t frequently. The li•tenings i ›n
the ( ’D acc‹ ›mpan\ each unit (•ut jt u mieht also› want to listen t‹› the Cl in its own. Thi• i• a g‹›‹•d «ay
to review the language.
How are the practice units organized?
Each unit ni›rmd}}J hqpjn• by 1i,steninq tt› a pchi ›nver,sation. Then it pram times the wt•rds and
ne
phrases › ou'll need to make or rece we a t all. The ‘Listen and respund’ 'ask at the end uf many 'init is
v‹ our ‹ hance to to ‹but the phra•‹. j ou’ve lramt in an authentic situation. II You’re using the b‹»•k
u ith ‹other students, i c›u ran also use the r ile plays at the back tor extra fluent j practice.
The phrase bank
Thi •ccti‹›n summari:es the language y‹•u'1 need t‹ ir telephoning. You'll use it v)urinc 1e•›i .n‹ ir at
h ime •‹• c implete exert ice , f(›r reference during rrile plav› and at work when i ou’re pl.inning a call.
General tips
Plari viiur call. blake note on what vi›u want to may anti write but imps rtant phrases or que•°i‹
Ans. P£dcti*e what x ›u are E‹›inn t • say before ›' a call. loo Yi•u need t‹› speak m‹›re slow‘ly
As jt›u makr ‹ mls, write d‹ un and new expre•sv Ans v u hear and add them tti the phrase Bank.
lt the speaker talk• ter› quickly, d‹•n't he afraid tr• a,sk them to slow d‹ iwn.
At the end r›f i call, -ummari.e what y‹ ›u hax-t' agreed ie that you can ‹’onhrm you b‹ th understand.
Fo the studen '
What is Tele§iione English?
Telr$hone Fngli h is a b ›tik to help your learners to bec‹ime more effective un the phc›ne. lt is aimed at
pre-intermediate tri intermediate let e1 students, and ci›nsists nf:
TwentY-seven practice units Phra•e bank to pt‹›x ide a quick referent e
Five language review units Answer key tit all the exercises
*pecial ‘Listen and respond' tasks (*I4 and listening .script
R‹›le plays I‹›r fluency
Why Telephone English?
*peaking ‹•n the phone i• tone ‹ if the most c‹›mm‹›n type's ‹›f c'‹ ›mmunicati‹›n for many of ‹our
students. lt's also ‹›ne of the most difficult for them. Even student› at add anced levels often require
extra help with the specific language ‹›f telcphone English and with I uilding c‹ infidence ian the ph‹›ne.
A te1eph‹›ne c‹›urse must also prox-ide plenty of listening practice as this is the language skill that
«tudent› tell teachers again and again they have difficulty with.
How can you use Telephone English in class?

"ltte thirty-two units are divided into five secti‹›ns. The hnal unit in ear h •e‹!tion is a language rex iew
and sh‹›uld be cr›mpleted when the prex'ious units have been studied. lt's advisable to start with the
hrst secti‹›n ‹•f the hot ›k as this practises m‹›st ot the key expression› that students will need f‹ir
sh‹rrt phone calls. The language i,s graded so you can follow the units in c›rder on l‹inger c‹iur es. F‹'r
shorter cc›urses, where «tudents need help with ,specihc types of calls, select the most relevant units.
Each unit normally’ begins with a listening to set the context, followed by exercises to present and
practise key language. The ’Listen and respond' task at the end of most units is the students'
opp‹›rtunin te try out the phrases before turning to the role plays at the back which accompany mt›st
units.
Organizing the role plays
When using the r‹ale plays in class it's worth noting the following:
1 Qoyide time fot nlannine. When students receive their ro1e«, a11‹iw time t‹›r them tu plan
whar they will say. They can refer back to the relevant unit(s) or hnd expressions in the phrase
bank.
2 J}zs)f::yr›gback. lf you can't provide actual telephones to work on in the classroom, sit the
students back to back th simulate the fact that they wouldn't be able to see the other person in
real life.
3 Record students. lf po‹sib1e, record conversations. Students can evaluate their own
performances afterwards. With one-to-one it's also useful for you to listen to afterwards and
give feedback.
4 _ivine feedback. During the role play, monitor the conxersation• and make note,s of any
common language problems You hear. t?‹imment on the pertormanc,es afterwards. tone
technique i• to write any incorrect sentences on the irt›ard and a,sk the class to try tu identify the
pr‹›b1em. lt's also nire to write up some correct or ‘goud' sentences sts that students can see
h‹•w well they did.
5 eJ{_pg_ar_t]jg_ro1e-plan. Having given feedirack it’s a good idea to have students repeat the r‹•le play
and try tr› improve. This can be done in the same lesson hut you might also re-use a role play in a
later lesson for review.
How do you answer the phone Ï Tiek what you do.
1 greet the ‹ allrr

4 •ai teur departinent'•. norm
2 sam i uur name
5 sai \c›ur telc.phi›ne numbe.r
3 -ax y riur company’s n‹ime
6 etter to held' thc ,alIer
Listen to a telephone call. Three people answer. Tick what they do.
l’‹‘r•‹ ›n l (Rev eptti in)

greet the caller saY• her tcleph‹ Inc number -ui • her r rampant 's
name P‹'rson 2 (*ales
say her n ame ›.it s her department' nome ›ffers help
P‹rsi n i (k’italr Llartni I
•ay• his name Jreets the caller i iffers help
Read the article. Are these statements true (T) or false (I-')3
1 klant ri iti ›na1iri• • grert p‹ i ple ditier ntli ‹›n the ph‹ inc than they do tab e-t•a f‹ire. 7 f
2 T he .Stam h .me imp‹›!ite. J / f
3 V'hen .an Italian meen y‹au in the street he greets you with the w ›rd.• ‘l'm reads '. T F
4 .St work , different nati‹ ›ndlities use ri similar approach to an•nering the phone. I" / f
When hvo people meet In Tokyo they say konnichihz which means hello. But if
they answer the phone, they say moshi moshi. Japan isn’t the only countrv to
have its own special ’telephone language’. The Spanish say how for hello but on
the phone they answer dlgams. Llterally translated dlgsme means ’tell me’ - but
this sounds very rude In English. Slmilarly, If a caller heard the words: I’m
ready In London or New York, they’d think this was very strange. They’d ask
’ready for what’2’. But In Italy the word frontal means exactly this.
The rules for answering the phone in the International workplace seem to
be more unlversal. Phone a business number and the receptionist 1s likely to say
the name of the company and answer more politely or formally. For
example, in English you make the polits offer of help with How cam help
you? But even thls isn’t quite as polite as the very formal Norwegian response:
rzr so podliterally
fM9@nln8 'Ö8 SO #00d.' pj ’ ' ’ •
J_7nderline the correct phrases in italics in the call.
REt !F.P's lt N " Tell melt • God morning. Alt t impurinq.

li '1 tN .fidles, p1ea•e.
REt 'EPTIt 3N I *ne miiment.
¥’ITAl.E ¥’italt' Starini '“ sÇe‹ıkın@ming.

]t *1 tN Hi Vitalc. ‘' I am/It's J‹ ›hn Peterson here.
\'I‘TAI E ı h J‹›hn. I l‹ ›w ‹mr y‹›u *
Listen to the phone call and check your answers.
D Practise saying telephone numbers.
f‹ help the listener, •.w telephone numbers tn gr‹ ›ups incl not as Inc l‹ing number. For example: Sr '
3n2 i• easier t.› understand with a pause in the middle: file six nine , f9‹iiiseJ three' six two
Write these phone numbers in the table and practise saying them.
viiur h‹›me numbc'r

xi•ur wr›rk number
your mtibile
yi•ur ‹›ftic’e exten i‹•n
a c‹ Heat:ue' number
y‹'ur manager’s number
v‹›ur c‹ ›untry’s inrernati‹›nal linlling i ldc
E Read 1-3. What do you say?
1 \‹k ti ' «peak to ¥’itale 8larini.

2 I ireet ¥’itale anil d\ \‹›ur ndme.
3 tax h‹•w y‹^u are.
Listen and respond. Compare your response with the example after the tone.
Essenf a ›
, it‹ca and °<k'-= r=
Listen and answer the questions Yes (Y) or No (N) for each call.
Call 1 Call 2 Call 3

lfi›es the person who› unsu ers I now the caller ?
Dues the caller want t‹ • speak to the person who answer,s°
Listen again and tick the phrases you hear.
1 Lio‹›J m‹›minq. Alt * L*omyurtng 9 c:,n 1nu yut mc rhr‹›u0h t‹• him, Please *
2 I *an I help yuu/ 9
3 ltell‹r. Three douh le hve, d‹ uirle one two. 10 Hell‹› 1’F. I :uis speaking.
4 t’an 1 •(›eak to 1’itale Slarini, please' 11 Thi› is ñ ilx ia at Alt’ t omputing•.
5 t ’an I have \uur name, please? 12
6 Whu'‹ calling* II
7 This i› W’alter tieiger 14
Put phrases 2—14 in the table below.
Answer the phone Offer help/Ask who’s calling
Ask to speak to someone

Say who you are
L“snntlals
D •. Some English speakers link words ending in a consonant sound and beginning with a
vowel sound. Listen to these phrases and link the words.
“•n ! help you ? 4 I how are jiiu ?

2 This is Mid‹›ri. 5 I Eric there*
3 t ’.an I speak to Walter * 6 It’s Ann at Alt computing.
Listen again and repeat the phrases. Try to link the words.
E When you make a call, it’s a good idea to check the other person has time to talk.
Complete phrases 1-5 with the words in the box and match them with responses a—e.
Are I*o have I ’an l•
this a go‹ d rrinment ? a) Sorry, can you call again later!

›‘ou busy right n‹›w ? b) i ‹ ›w is fine.
ynu has e a second or x)‹• you want c) Yes, xuu have rather. I’m just dealing z ith
me to call later' omething.
4 I rung y‹•ii at a busY time * d) \’es, it’s hne.
we talk n *w ‹›r later? e) I am rather. D‹› minCl i.alling bar.L this attemu• ›n'
2 3
Walter ,speaks to a receptionist and then to Vitale. Put their conversation in the correct
order. Number the phrases 1—10.
Hellt:. ( *an you put me thri Hugh to Vitale, please* I ’ertainlj. t *an I hase ii›u name, please.
Hi Vitale. It’s Walter. I Jellt . ¥ italc speaking.
Gne moment Mr t ›eiqer. Uh hell‹› Walter.
Ski you have a ‹ec‹ind or dt› ii•u want me to N‹›, now is line.
call later* \’es, it’s Walter t ieieer.
that m‹•ming. t*an l help vt›u?
1 5 Read 1—4. What do you say?
I Ask tu syeak t‹› Freddie.

2 Say your name.
3 Greet Freddie and saw Yuur name.
4 Say ht›w you are and check Freddie h.» tim‹' t(›
talk.
Lais s
3 Reasons for caliicg
A Match the verbs in A with the nouns in B. They are all reasons (or calling.
A (Verbs) B (Nouns)
a) ayylv tcr h) arranjze c) maLr
a cataloi',ue .i ‹ ‹›mplaint u‹
d) pla e e) query f) request ourse an invc›i‹ e a i‹ ›h an
‹Order
Here are six departments in a companv- Match them with the reasons (or calling in A.
Listen to six calls. Which department is the call for? Write the call number on the door.
/ latch three words in the table and complete phrases 1—h from the listening.
c innecti‹›n
to
about
‹ ›t
omeone
aR ›ut
like
the
J because
with
i t’..in I speak *‹’<<*'n !* t!!*!!! rec • wind 3 hrs ›chure . .

2 l'm c allinf . * a put ment . . .
I the rea•‹ n l'm phoning •i ›iBc rcwritable t ’I › . . .
4 1 lcllo. lt'• thr add ert ...
Fnalish let ‹ •n• .. .
ó I
change •‹›inething.
Listen again and check your answers.
Ess.°ntials
Ü Study this grammar summary. Decide if sentences 1-10 are correct (J) or incorrect (X).
t '«n I s e‹ik to sum<r›ne aA›ut + ntiuri/xerb + -ing

l'm mailing ab ›ui + nt›un/x erb +
-ing It's ruth regard te + nounIverb+
-ing ft'° Ö6'ltft + nt›unJ¥’erb+ -if1§
I'd like to + inhnitive

I’rn phoniri2 in + inhnitiv e
1s there •‹›mei ine I can speak t‹› abc›iit applyinq Um the ‹:‹iur•e’ ( )
There’s s‹›mei one ‹›n the line va1linR ate but tht riew yr›b, (
I I'm r alling arrange a meeting. ( )
It’s with regard ti› place in urd‹ r. ( )
It’• ibi ›iit Natalie, I'm afraid. ( )
I'm ph‹›nino bed ause r ›f rci bursting « bri›‹ hurr. ( )
7 I like ape.iking tu some‹›ne abtitit the pre› e‹ t. ( I
I'd like t•i ha e her. ( I
I'm ph‹ ›nine rt• ask tor a v ata1‹›gue. t I
10 It’s » ith regard t‹o yr our rrqu‹ st ft ›r u bra i‹ h lre. ( )
E '› ü ometimes the person who answers has to connect the caller to another person.
Linderline the correct word in itolics in these phrases for connecting the caller.
l I'll grit/c‹›nnect yr ›u thru such ...

2 Let me just see it « me‹›rie's ax ailable tr ‹insurer/deal with thi›...
3 \‹›u need ti' •prak to mv t ullcague. I'll m/troosJ‹'r his numbrr t››r you.
4 I'll jusr connect/chill yc'u t•• the pcr,sr*n In charge •›t thi• . . .
5 l'11 tr‹ins)er/}›ut x•›u ti› *ill ia.
6 I’ll put you on/lock through ti • re‹ eptr ›n
F i You see a job advert in the local newspaper and want to apply.
Read 1—4. What do you say7
l t live v‹›ur rea•‹•n tor

3 t iive Y‹›ur rea,s‹›n f‹›r ralline.
callinr.
4 t iivc y‹ *ui reas‹›n fi›i callin8.
2 *aj your n-ime.
reovin9 messages
Listen to three calls. Match the calls with these messages.
2 3
A ’(ri‘rnd’ «ranls lo
know i( gou’re OK
Listen again. Which questions does the caller ask? Tick a, b or c.
t ‘all l
a) with x‹ u * b) there! c) available

2 ( i› \v›u know
a) u lien he’l l bp hg¿ * b) when he’s tree? c) how li ›nE he'll be?
3 I an I leave ..
a) mY n.ime b) my ph‹›ne number! c) .i me•sazr *
4 Please ask . . .
a) her to call me back. b) him t‹ ‹ all me b ‹:F. c) it he an call mc back.
$1 ‘an jou ask her ...

a) r‹› ‹ all nie back* b) if we’re still t *K tot cix ‹a’clo‹ k tonight! c) to gixe mr a call*
a) ht 'ir ming ht ’11 be' b) whrn he'll be jack ? c) when he's free
r t an v‹ru ...
" Match the responses below with questions 1-7 in B.
d ) ’lTl clÏfi‹3lt) £1t !t i) ' IP) h flTl. f‘ Ü UfC•
bl N‹i, he i n't. d) I’m n‹ ›t sure. I) Yes t K.
Listen again and check your ansivers.
E sentlals
Read these phrases from the listening and the summary that follows.
We ask (or tell) s‹›meone to di› something. We use an indirect object (him, her, them) after
tell and osk but not after sub.
Complete these phrases with tell, ask or say.
1 I 'on you tier I rang *

2 ( 'an you her to call me back °
3 t 'an y(iU I m arrix ing at eight °
4 t dari you them its urgent ?
5 Jusr I'll call again at six.
6 I'd be grateful if you c‹ould him to t!all me ba. k.
7 This message is t‹• her whether she red.eiv ed the package.
b It's ‹ ›nly t‹› them all th.it we’ll start a few minutes late tonight.
E 9 Sometimes in English, we link words and sounds disappear. Listen and compare two
speakers saying the same sentence. Then listen and tick the sentence you hear.
?*yeaker I: Te!! (h)er I called. Eye 1t‹er 2: Tell her I ‹falled.
1 a) Please, ask (h)im to call me. 3 a) t‘an, I leax'e (h)er my ph‹•,ne number ?
b) Please ask him to rall me. b) I lan I leave her m ph‹ine number?
2 a) t’an she gwe them mj me•sage . 4 a) I (h)e there!
b) C“,an the rise, (th)em my message ° b) I he there *
10 You call someone, but her colleague answers. Read 1—B. What do you say?
1 Ask to speak t‹t kliJori in 4larketinc.

2 Crime your namt .
3 €)ive your reasr›n fr›r calling (te senci hr‹›chures).
4 Ask when MidiSri i• back.
5 Ask to leave a messaee.
6 Say you want her •‹› call v‹›u back i ›n y‹ ›ur t2yt ihj}p.
7 tiive your m‹›bile number.
8 Thank the person.
1‹
listen to someone taking a message. There are three mistakes. Correct them.
Message for: /-/er/rinn

Name of caller: hnw//ia .Min/‘/f/c7iza
Telephone number: lbs› »fi› »,sñ 7lf!
Please call back
Urgent
Send brochure
Message:
Match reasons 1-10 with phrases a-j from the listening.
Reasons Phrases
a) t *an 1 rake a me•›ari
2 .*ay vi ›u're really ti i ••art. b) ñ ‹ rrv, one m‹ ›met1t.
} t ”her.k the spelling. c) I'm rust putting u pen.
4 t 'heck a difficult spellirie.
5 t *-Iter take a met arc. e) A• in M- A -R-T-It A
t‹
h I ’heck the me•saee. I) ( ‘an you sp‹ 11 that
7 t in r i re.is‹•n for waiting. g) Is that * 7-A R, 'A’ a• in 'Amsterv)‹im'*
S I 'hr‹ k if th.it's the end ‹ f the me •a‹'c. h) What's it in c‹ ›nnec tion with “
9 \›k t‹›r the •(•elltne. i) I’£J bettcr rr-li) that hduk IO \rJu
10 find ‹but the reason t‹• the call. j) Anything else ?
Listen to people spelling five names. Write them.

•i E•sent.al“
0 Make your own list of words you can use to check spelling. They might be the names of
famous places, countries, animals or familiar objects. Choose anything that’s easy to
remember and easy to understand. For example:
Practice spelling names 1—$ from C. Vse your list to Clarify the spelling.
Here are words for saying email and website addresses.
& = at . = d‹›t / slash = underscure - - hvphen

sterligova = all lowercase STERLIt ›t IVA = all uppercase
In the teleph one call, hearth» says the website w«c.m-•terligova.‹ ‹›m/htm_te•t66.
like rhis: rwu , di›t, m, hyphen, stcrliguvn, dnt, com, sRih, htm, underscore , test, six, six, Jet
Write these email and website addresses and practise saying them.
Yuur ht ome email address

y•iur c‹›iTipariy’s weIs ite
y‹aur favourite wt hei te
F l Listen to a call and write the message.
Message for: ar/éo

Name of caller:
Telephone number
Please call back
Urgent
Send brochure
Message:
14 Read 1—6. What do you say7
1 la› uar•.ha i•n't there and ‹flier t‹• takt' a messa<•c. 4 t ‘heck the spelling.
2 .lay xi•u're rcatJ› ti › tart. 5 Pin ) out the reas‹›n f‹ir the call.
3 Ask l‹ r the spelling. 6 ( ’heck it that's the end of the me••an.
Listen and respond. Compare ytiur response with the example after the tone.
Essentials •
+sxing *<r’ i”aIie^ « ›*'»t
to you always answer your phone? Do you stop a conversation to answer the phone?
Read the artic,le and find out what other people do.
Can you say ‘No’?

Not on the phone it seems ..
Why is it that we will say to someone: ‘.curry, I’m husY right now. I‘.an we talk later?' but
when the phone rings we stop what we’re d‹›ing and answer ir! We even interrupt our
c‹›nver•atitans to answer the phone. t ur frienCis can wait, but tour phone rust w‹›n’t!
When you’re busy, remember these simple techniques:
- switch on yc›ur i oicemail
- ask them t › call bar.k again later
- «•k omeone else ti i answer and take a message
- ewe people timcs when vi›u are free to answer t ally
- ignc•re the phone!
Listen to a caller for Doctor Alfonso. How many people does the caller speak to?
Now match the two halves of these phrases for asking the caller to wait.
1 Plea•e h‹ old. a) Mr xJO }c›u want £‹i t all bi1t’k!

2 Arc yr›u t *k ti • wait a couple of minutes b) I’m putting y‹ u thr‹›ugh right now.
3 lus( hcpp c) give me a minute or so'
4 I’ll be d) with i ‹au in a second or two.
5 hang e) with me a moment.
h t ‘an \‹•u I) i•n a second.
Listen again. Tick the phrases you hear.
16 Essentials
É Use words from the time expressions in bold in C to help you finish these sentences.
1 The report will be readx in i day

2 Ü ‹•rry, the I3t›ctor will be a of minutes. I*ta y ›u till want to h‹›1d
3 t *K. We'd better talk ab‹›ut it right
4 .*up to intemipt but I ju«t need a of yc›ur time.
.5 We're expecting the results in a week c›r ', time.
6 I promise it’ll only take a . I *r two at the m‹i«t.
D i When a caller has to wait, we often describe what is happening with the present
continuous form of the verb. For example:
ltanq on a sect•nd. I’m just getting d pen . . .
Complete sentences 1—9 in the present continuous with the verbs in the box.
not/answer come Jea1 1 ›uk open put ring run work
l Please huld. I j ›u thrtiugh right n‹ ›u.

2 My • Other phi›ne . I think it's the ‹›ffi‹:e. S›orry, let me get
3 Hang on a secr›nd. this. f‹›r his extensi‹›n number.
1
(his ph‹ ne).
Ï fi‹’rry, he
down in the laboratory.
1 k1ayf'e he
6 the sec‹ind. I just the d‹›cument riu the cr mputer n‹›w.
7 l*t›n't hang up! They into› the ronm right now.
8 l'll be with fou in a second or tw‹'. just ith ›‹ ›metl iing.
I
uut. Let me call y‹ u hat'k
9 *orry, mi batten latet.
Listen again and tick the sentences you hear.
E 1 b You work in sales. Your colleague Malcolm needs a price on your computer. Read
1—6. What do you say?
1 Answer the phi›ne. 4 ALL Malc‹›lm to wait l‹v k for the prim
u.
2 ther Malcolm help. 5 I Otter more help.
3 Ask Male ‹›1m t‹› wait ‹›pen the d› ›c ument. 6 San g «adFye.
Listen and respond. Compare your respon,se with the example after the tone.
17
7 Asking for repetition and clarifying
A Do these pairs of sentences mean the same thing or something different? Write (S) same or
(D) different.
I Speak up please./fipenk more loudly, plea.se. ( )

2 .*pe‹ik mtare sliiwly, please./Ple.use la‹ild a moment. ( )
3 I ‹4idn't catch that./l coul‹Jn’t hear that. ( )
4 1 couldn't hear you I’m afraid./1 cJidn't un‹)erstand what you mean. ( )
5 I *an you read th:it back to me!/t “,an y‹iu take a message ( I
6 Let me read that back to vuu./Let me just check l've got that. ( )
7 Would yt›ii mind repeating that?/Can you call me back! ( )
8 Sorry, you’ve l ›st me./l didn't understand you I'm afraid. ( )
B Complete sentences 1—10 with these pairs of verbs.
be + speak gnt * read hear + try mean + know neeCl + write say + catch
speak + hear speak + repeat spell + be understand + mind
1 I'm rivet sure if I repeating it?

2 Please up. 1 can't you ver well.
3 Can you that again ? 1 didn't the last part.
4 Sorr}', that tr›o fa.st ftir me. Chan m‹›re slowly
you
sure.
,S Please your surname again so I can
. 1s there any‹ane in ytiur oftice wh‹i
6 I'm sorry, I still dr›n't know what you
Spanish ?
7 I think I’ve it but let me just
S ferry, I d‹in't 18 Enfili.sh very well. (’an
9 Ferh.mps you yriu t‹› email me, in case
10 I can't 1 didn't
Y‹›u pr‹›per1y. Yuti’d better
it hack to
you.
it?
it down
correctly. calling
aeain.
Es
se
nt
ia
ls
Listen to the end of a call. The information has mistakes. Listen and correct them.
D Here are six techniques you can use to clarify information on the phone. Listen
again and tick the techniques the speakers use.
1 Read the infi ›rmati‹ n back to the caller.

2 Translate certain u'‹›rds
3 Raj numbers in ditfercnt way› (eg b ›iirtccri i ir ›m )‹ rim).
4 t .'farts *pellint; u ith w'‹•rds (eg ‘z\’ ‹n in ' lmsterdnrn’).
S Asl questii in•
6 Senvl on ‹ mail with the inf‹›rmatir•n t‹ › ‹ ‹ ›nhrm.
E Listen to these sentences from the call. L nderline the information which is stressed.
See example 1.
1 Jnoinee.r Js ›,la i• ‹irrii rnL ‹ in the Jhirte nth i it July.

2 *i› that’s the end ‹›f July.
3 And ht ’• c‹ amine frs ›m Tampere tin (lieht .h* three, three, hvc.
4 N‹›t 'As’. 'AF'. ‘P' as in 'Finland’.
5 And did v‹›u •ax he leav’c at threr httern ‹•r lands ar thr e tit tet'n*
Listen again and repeat the sentences. Remember to stress the important words.
You give details to a colleague about Engineer Eskola’s visit. Your colleague reads
these details back to you. Correct the information. Read 1—5.
1 Engineer E k‹›la arrix c• at the factc›rj it eight u’c1 cL.

2 He has a breakfast meeting with the managing I ire‹,tor.
3 He leax’es 'n Tuesciay.
4 He flies back t‹ Finland fr‹•m the I 'itj aiy ‹ ›ri.
5 His flight number i• BA bt›1.
• Listen to the end of some calls. What happens? Tick a, b or c.
1 The caller dialled 5 the ‹.aller

a) the wr‹ing extension. a) gave a w:ikc-up call.
b) ma‹le a sale call.
c) the wry nR number.
c) make a •‹›cia1 call.
The caller arranged
h The caller
a) a meeting.
a) r‹›mplained ahout a pr ›duct.
b) t•› meet a c‹alleague next
week. b) enquired ah but a pr‹›duct.
c) ap‹›l‹^gi•ed for a product.
c) ti› meet a friend after w ark.
rh» . .iller left a mexsdre ‹•n 7 7‘he caller
a) a c lient's voicemail. a) had a bad line.
b) had an argument.
b) a supplier’s v iicemail.
c) called a wr‹›ne number.
c) a friend’s v• ›icemdil.
the caller
a) ‹‘her.key (1 ight information.
b) b«›ked a restaurant.
c) reserved train tickets.
Listen again and complete these phrases for ending the call.
1 bYe.
2 Mu,st . Got anr›ther meeting!
at seven.
Thanks for
t‹• hearing frc›m
6 Thanks v’eq you.
1s there 1 ‹ an help ji›u with today?
8 *‹›m I’ll have tu 20 you
Thank« for your there.
I’m
10 lt'• been
expct
11 ting
12 anothe
r call.
talking tc› You.

can 1 expec t to hear
fr‹›m y‹iu“
in a
minute.
Essant als
C Categorize phrases 1—12 in B.
Say goodbye
Give reason for ending
Refer to future contact
Thank the other person
Offer help
Match phrases 1—9 with responses a—i.
1 1 think I'm e g‹›t the wrong number. fi‹›rry tt* has e Hi ithered you.
I Thanks very mu‹ h for y‹›ur help.
3 .Uct , I must gii nitw.
4 Bye. Hax’e a gnod weekend.
I^on't f‹›rger t‹› give me a ring un FriClaj.
6 hice talking t‹• you.
7 I time my regards to Sheiia.
8 I un’t worry. l'll owe her Ytiur message.
9 i o we'll expect you on Thursday.
a) E*on’t worry. 1 won't.

b) That’s I lK. N' r roblem.
e talking t‹› ›r›u txt›.
c)
Y‹›u t‹›‹›. Bye.
d) That's right. L‹aoking t‹•rward to it. Thanks.
e) Not at all. 1s rhere anything else 1 can help
‹) you with today
g) And tu Martin anal the kids. Ye«. Me t‹•‹ .
h)
i)
"Thank you for calling. '

Please hold until you hang up."
I
9 Language review J
A Tenses
Underline the correct verb form in itnlics.
1 Who's calling/cold?
2 Hi, Walter. This wcs/is Vitale.
3 Sorry, Walter. Have 1 ning/rang you at a bad moment !
4 I'm calling/I'll call about an advert in the newspaper. Can l speak to someone!
5 Can you say Gordon calledlcalls !
6 1 bel'll be with you in a second.
7 I’ll have to stop you there. We're expeciinglexpected a call any moment.
8 It’s been/being nice talking te› you.
B Phrasal verbs
Match the words in A and B to make phrasal verbs. Then, replace the underlined phrases
in sentences 1—9.
A B
bear call hang hold pass back down on on out
put run slow speak through up up with
1 l’m connectinE Yon now. p ! !!< p . Îf !

Îf
2 l'll return Your call in a minute.
3 Every time 1 call, she nuts the nhone down.
4 ]ust wait for me a second.
5 Please don’t steak so fast !
6 My mobile Battery is low.
7 Wait while I see if he’s in.
8 lt’s a bad line. Can you talk more lou‹llv!
9 l'll efve her your message.
Requests
Write in the missing word in each request.
l Can 1 h your name? 6 Can 1 a what it’s about ?

2 Cculd you s that for me? 7 Can 1 1 a message ?
3 Can you g me your number! 8 Can we t now or later!
4 Can I h you! 9 Could you 1 called?
5 Could you s them 1 rang?
c .. again later? 10 Can you t
Essentials
D Collocation.x
Complete this information about a telephone answering service. Underline the best verb in
Does your business need a little extra help with customers on the phone? Don’t keep your
callers waiting? "! PuV6ive/Make Business Extension a call. We can !^! do/make/take incoming
calls and !*' answer/deaI/speakthem as if we are part of your buslness. We’re even able to
‹’’ respond/say/answer to specific call enquiries such as basic price offers.
And you only pay for the time you use us. That means if your phone rings in the
middle of a meeting you can simply !^! change/dIver//turn the call to us at any time.
Make your day. (6! Do/Ring/Make that call today!
Business Extension on 0800 600 600
E Pronunciation
Some of the words and letters of the alphabet below have the same vowel sound. Put them
in the table below. See the eKample.
A bye do E H 1 me P Q read take thrr›ugh time U wait Y
/ei/ (say) /i:/ (speak) /u:/ (you)
mail
Check your answers in the answer key.
23
‹« !g i«ntei ‹ .1^“•
i ?' Listen to a guest booking a room at

the Tivoli Hotel. Complete the booking form. BOOXlIfG FORM
NAME:
" Complete the hotel receptionist’s
kUMBER OF
requests and offers with these phrases. 8IGHTS:
Listen and check.
TYPE OF ROOM:
( 'an 1 have t Ian 1 take How many CREOIT CAR0:
How may 1 help ls that a l• there
When is that for Would you like
2 nights i• that ter'

exam •li
jingle .*r a double re ›m ?
the card r.umher*
a cuntavt nurfiher?
7 conhrmation in writing ?
e any thinP else 1 i.an do f.ar y••u tud ai !
Listen to some sentences and circle the date you hear.
Practise saying dates. Answer these questions.
1 then i• your birthday ?

2 When did You join Y‹ our present <i impanv°
3 W’hen cir›es your ‹ redit card expire!
4 When i• i‹•ur next hi*1i4a
5 What's x our fax‘•›urire .date ‹it the year?
Evaryéay pnonc calls

zO’ ”o « - •'
Mr Zhou is booking a table at a restaurant called Renoir’s. Read the conversation below
and complete the questions.
t8llt°, Ren‹›tr’s. I)'IN md}’

I’d lfkt tO $t3t3k cl t ITU
plPd*e. I ’ertainly. V’hen is
m‹ ›kinq, please.
Wednesdd} l l th.
W’hat time i• that fur
t “an 1
Eight ‹•’cl‹›‹:k.
Mr /hr›u. 1-inc. * i that’s a tablt ter two › on W’cv)nesvia›’ 11 th
I “an y(iu ’*'
at eight ‹›’i lock. 1s there
z-ii-‹›-I ’. fi‹o. That’s ex erx'thing thank,.
lI‹›w many
We I »k tc rw ard t‹› ,seeing j‹ iu then. t i‹›‹› lb\e.
E To say a word correctly in English, it’s important to know how many syllables it has
and which syllable has the main stress. Listen to some days of the week and months. H’rite
the number of syllables and mark the stressed syllable. Listen again and repeat the words.
4l‹ may ( \ TuesJa\ ( ) V’eJncxJay ( ) ñ ’)\urxda1 \ ) FrMa¿ ( ) .fidtrirda1 ( \
Janudry ( Fehptj,iy ( April t ) August ( ) *ept‹•mber ( I
Three of the months are missing above. They only have one sj liable. What are they?
24 Listen and respond. You and your work colleague.s want to take the manager out for
her birthday at Renoir’s. You telephone to book a table. Look at the picture to answer the
restaurant’s questions.
?4 PPY8 i eTH 9#Y “io
Begin the conversation with the phrase: Hello, I'd lix to hook a Klc, pieu•r. Compare your
response with the example after the tone.
key phone calls

11 Booking transport
A 2ii Listen to two phone calls. What type of transport does the woman book in each
call7 Now complete these phrases from the £rst call with the words below.
a an any many much slime
1 I'm calling for information alxiut trains tt Atlanta.

2 Are there m‹›re trains leaving this evening !
3 1s there overnight train?
4 How trains are there tomorrow !
5 I'J like to book sleeper ticket.
6 How does it cost?
Listen again to the woman booking the train ticket and check your answers.
B There are some differences between American English and British English. Match the
American vocabulary on the left with the British vocabulary on the right.
1 (telephone) booth a) mobile phone

2 baggage r‹o‹im b) lett luggage room
3 desk clerk c) motorway
4 freeway d) reception
5 front desk e) receptionist
6 one way (ticket) f) return
7 round trip (ticl‹et) g) single
8 subway h) tube/underground
9 cell phc›ne i) kiosk
25 Read the different ways to say the time on the clocks below. Then listen again and
tick the ways the speakers say the times.
ten (minutes) past one twenty-seven minutes to (a) quarter past eleven
one ten am
two (in the afternoon) I eleven fifteen
thirteen third-three hfteen minutes past eleven
26
Everyday phone calls
Read this summary of prepositions of time.
Prepositions of time
ort + day, date, special due s (eg I 'hri,«tmns days
by + time, day, date, m‹›nth, year
in + month, sea.sun, year, part ut day (eg the morning), period ‹›f time (eq ‹in â r›ur)
at + time
Are the prepositions of time in these sentences correct (I) or incorrect(X)?
i The overnight train leax’es at midnight. l )

2 lt lead e* in thirteen forty-hue. ( )
3 t ”an tc'u pick me up bi half an hour? ( )
1 need tc› be at the «tation by eleven thirty at the latest. (
I
1'd like t‹› bi›‹'k a table on (’hristmas live. ( I
1 n‹›rmally qu un holiday at the summer. t
7 I ur annual ci inference i« always in the autuirin. t )
8 Your (1ight’• at ele en •i' you need ti› she I in by nine ar the latest. ()
9 lf you leave a message fair him now, he'll get it ‹›n Slondaj. ()
10 He arrives in the thirty-hr«t. ( )
Complete these sentences for your next trip.
1 Hell‹›, I'd like to book ticket• for a trip

in
2 1 want to travel on
so I need to arrive by
3 My hrst meeting is at
4 tfiuld 1 has e a taxi t‹ pick me up in
E 2G You want to book a train ticket. Read 1-5. What do you say?
1 You wanr a train ticket to Warsaw.

2 .may you want tc› travel this aftem‹•‹›n.
3 Buuk the midday train.
4 You want first c1as•.
5 You want a •ing1e ticket.
6 A«k the prim.e.
7 tiive yuur credit ‹ ard number
8 Say goodbye.
phone calls 2?
Tick the problems you sometimes have on the phone.
1 Yuur phone runs hut in the middle uf a c‹inx ersati‹›n.

2 There's a lot of nuise around you.
3 You ring the w'rt•ng number.
4 You can’t hear the other person.
5 The ‹other pers‹›n speaks tuo quickly.
6 You can’t understan‹1 the other person’s English.
7 You get puor receptic n on your mobile.
Listen to five problem calls. Write the number of the call under the type of problem in the
table.
Problem on the line Problem using a mobile Problem with dialling
In each call, one person describes the problem. Complete these phrases with the letters o, e i o or ii in the adjecti
It’s a really bd line.
It’s t‹›o n
I must have gtit the wrng number. battery’s verr 1w.
5 The line just went dd.
Listen and check your answers.
"It’s for you."
Everyaay ohnn‹ Kali

C To add emphasis we use words called modifiers such as too and reolly. Complete these
phrases and underline the correct word in italics.
1 1t’s .i remit/t‹ ›i• had line.

2 The receptirin i• v‹ mluhsolutelv terrible fr m thr• tr iin.
3 1 need tc› recharge ny\ tj yti hile. The batten-’s totally/trm 1‹›«
4 I an't hear. Tht: traf(ic'• ab›‹ifittrls/too› lt›ud.
S *orrY, it’s »r›/such ni ›isy here today.
6 This line is sit‹:h/s‹i pt •r.
7 Thi• i• so/siicfi a terrible line. 1 ‹‘an’t hear a thing.
D Listen to the fix’e calls in section A again and tick (I) the actions the speaker
suggests.
S“peak up
I .all back -traight away
t 'all back ldter
Uang up
Tp' a different number
Re-order the words to make suggestions for solving the problems.
1 mm i‹›u up peak can°

2 the down let’s phune put
3 calling try later .igain
4 me call \t›u let b«i.k hx e in minutes
5 him tq 76 ‹•n cxtensi‹›n
6 email about it sending how me by?
7 up rinp the hang and other number
: y p‹I0ne calls
*•°••d»d 'nformatiun at*d phr›ce •••en•••
Listen to six automated messages. Which message wants you to ...
d) pres› a number!
e) i all bav’k!
c) hang uy * f) c .ill a different number?
Automated information often unes formal language. Underline the formal words in italics.
1 Please select ‹one ct the t‹ ›1l‹ swine ‹›/t«•ns/i ’â ‹ ›icr›:

2 )1e85U ttt thf ht›fi£ ottTl/Tt/(At C t)lr ho7lJ$et
3 *‹•rn, I’m unahle ti›/‹an’i take y‹›ur call ac iU {rrc senc momenilrizbt nun .
4 We at•‹ ›l‹ igite t‹ ›r the it'oit/ilcldx.
S Please dial the f‹'ffuiciri;;/his number.
6 I’m atrai I all uur line• me currently A‹y/J›u«s n ›u.
Complete the automated messages with sentences l—ñ in section B.
Message 1 Message 4
Ihe number y‹›u are calling has been changed. Thank yr iu t‹*r ‹ alling Interstate Finance.
t *h four hve. two nine hx e, oh f‹›ur oh six. Please try again later.
Message 2
Message 5
Thank ’ou tor c,allinq our ‹.inema ‹ ustomcr
hue t i thr high volume if cally, x’i ›u dre currently
hi › line.
beinq helm in a queue.
F‹ ›r det rile i›t ‹our hlms, press one.

Tt’ "‘ tit kt‘t‘, Yi°ur call i3 impt'rtdnt tt' u".
press tw‹›.
Message 6
Message 3
I fells›, this i• Ctac k Jr›ne•' office.
S‹ rry, the number \r u have called has not
been rr e8ni.ed. You have n‹›t been charged
f‹›r this call.
Speak atter the tone.
Everyday phone call!

k We otten use imperative verbs in automated and recorded messages and to give
instructions. Complete these instructions with an imperative from the box below.
dial h‹›ld pick press put select speak switch tg
l tw • t‹› talk tc› i me rat ‹our ‹ ›perat‹ +•.

2 zero› for an outside ltne.
3 All our lines are busy. again tomi irrow.
4 Please a(ter the t one.
1 up the ret.eix’er.
6 in a i.win.
7 Pleasr c›tt all mv›bilc phones during the flight.
fi one ot the follt›w1nE opt1on•.
9 Plea,e . All of our opPtdt‹ ›£s .UP FUS)-.
E Recorded messages are easier to understand when the speaker uses pauses between
information. Listen to message 1 and message 2 again. In message 1, notice how the
speaker pauses where you see / . In message 2, mark / where the speaker pauses.
Message 1
The number you are calling ha‹ been changed. /
Please dial the f‹›11‹›wing number. /
t*h t‹ our hx e, / wi› nine hve, / Uh tour / oh six. /
Message 2
Thank you f‹ ›r calllnq our cincma ‹ usti›mer
h‹›t1rne. Please Select ‹une ‹ i the lolli wing
options:
o£ drtdÎl at ieur tilm , pre•• l ¡ tt› h(J‹ ›k tickets, prets 2.
Write your own message by completing these phrases.
Hellr . This is
Please speak dfte£ the t‹ inc i r call mc

on Thank• tier
Now, mark the pauses in your mes.sage and practise reading it. Finally, record your
message and play it back. Is it clear? Will the listener be able follow your instructions?
Ewy‹By phone calls •’

14 Leavinq voicemaii mc•ss»qes
Listen to Stephan leaving a message on Bernard Lalo’s voicemail. Why is he calling7
What are his contact details?
Add phrases a-j to the flow chart for leaving a message.
a) 1 wiark t‹›r I) t all me at the •1il‹ e.

b) You can reac h me ex•eq day between three anCi six. g) I'm in the . . . department.
c) I tie e mc a rinfl. M¥ number i• . . . h) )ust c.a111ng to say
d) Speak si›‹in. i) It's in connecti. ›n with . . .
e) We- met at a conference. j) t *r I'll trv ‹ aHurt: again tomorr‹iw.
1 Intro iduce yriurseli It’s .. This is .. . Mx name's ...
2 how vi ›u km iw the
Y‹›iir name was gis en ti› mr bi . .,
persrin
Yuu/A colleague suggest cd I call joil.
It's just to let you kn‹ iw . . .

I I ix’e rras»n f‹›r calling
I’.1 like more infi irmation on . .
You ‹ an tt›ntart me ‹›n ..

4 t ›ive ct›ntart details
(’all me c›n my mobile. lt's
.
l’l1 be in all hay/around until . . .

I won’t be in this altemi i‹in ›o try me uqain tomb ›rr‹aw
6 t five alternative
I'll mavbP qetJt atuh }’‹Ju atf•r.
End messagc
1 lift k forwdrd ttl *peukinQ to yr
lu. Thanks xer¥ much./Bve./See
y• ›u.
Everyday pl.one cr‹ll
Number these sentences from the message in the correct order. Use the flow chart
in B to help you.
a) 1 fells›, Pemard. 4ii name’s Stephan A›uqin. I work fair Hankel SA in Benn.
6) t3r I'll try calling you again t‹›m‹ rr‹iw.
c) L‹i‹›k f‹›rward ti› speaking to You. I ›‹›i ›dbyr.
d) Sort I di‹ln’t r.all so‹›ner but it's been busy «in‹’e I g‹›t bar.k.
e) Y‹›u suggested I call y‹›u at some stage t‹ discuss a few ideas
f) You can cr›ntact me on 0c° 41. 7 s t17». rha•'› .›0 sl 7 * b17*.
g) Y‹iu might remember that we met at a ‹ inference in Fehruarv in Lyi ›n.
h) Anyway, it's Just to let you knon I'm interested.
i) I w• in’t be in thi•. aftem‹ on but y‹»i ‹ an r«›rmallj reach m‹ between nine and twelx’e.
Think of a colleague or client. Imagine you are leaving a voicemail message and complete
this message in your own words.
Hello
xy name's
in
You miqht remember that we
You sut'gested I call y‹ th to
You can ciintact me ‹•n
1 w‹in’t be in this aftern‹ ›‹•n but You c,an ni›rmally reach
me I r l'l1 try calline you auain
Look forward t › speakinq t‹ you. t lo‹›dbve.
Record your message and listen to it. Is it clear?
heyday phone calls

J 5 Language review 2
Countables and uncountablel
LlJiderline the correct word in italics.
I We ‹don't have some/nun tables left this evening.

2 1'd like u/i‹ime r‹iund-trip ticket please.
3 t .i ould ytiu gis e inc some in)‹•rnuition/inst rrmntions /
4 It’s too usiny/much muney. 1’m afraid 1 can’t affurd it.
$ I’m soy but 1 only liax’e a little/)e« time lvFt.
6 1 c) ›n’t know how mum/mt‹ch times 1'x’e calleCi triday!
7 There i›/‹irc still a lot uf seats on that flight.
I’J llkP tt i bi Ji›k dna/sOrne tdxis l(9r ttimr rrt!w.
Phrasal verbs
Complete the phrasal verbs in this telephone conversation.
Y¥’E* l tell‹›* t ’laire ?

I .1 AIRE I li Yie‹. Just bi•ar " me a sect ind. (*K. Where are y‹›u
Y¥'EN ( *n the train to the airport.
£ ’LAIRE .*rirry, v ›u’re hreaking ' . ft‹iw w.» the meeting?
YVE.S Siorry, 1 can't hear j i›u. I ’an you speak '" !
t !£AIRk he meeting * lT›w was it'
W’Efi Holcl '' a moment t “lame. We’re going to get cut . My b.Ottery's
ab‹›ut t‹› run *’ . Let me call yr›u ' fri•m the airp‹art.
We often use the word 'just’ on the phone. Add the word 'just’ to these sentences.
l’m looking for my pen.
1 lt's to let you know I’ll be hack at three. 7 Y‹iu only caught me. I w.is ab‹•ut to leave.
2 ltd a quick call ti› cunhnn ‹rur meeting. 8 I was speak ing to him last wet k.
3 t“an yr›u email me in cose? 9 I’ll be With }‘s1U i£t if Secolld.
4 I'm calling to say ... 10 Plc.inc leave me yi•ur number.
S I 'oulci y‹›u give me his number! 11 1 wanted tu check the pri‹ es in vour brochure.
h I’m afraid 1'in rather busY now. 12 A ingle please.

D COllOCflÎÎOf'IS
Complete this questionnaire with thèse missing verbs.
do have make pa« on spend take take
Now do the questionnaire. Are you a telephone addict?
We can communicate instantly dround the world. lt s cheaper than flying and quicker
than writing. But we also ............................ more time than ever talking — modem
managers are telephone addicts. •’ ............................. this questionnaire to test yourself.
Tick your answers.
always sometimes never
1 Talk to telemarketers and sales people.
2 "! „.....,..„„...,...„„„„ calls twice because you forgot to say something.
3 .Stop for the phone when you're *’ ,...„,.,...,....„„„...,.. a
meeting. 4 "’.........a message on any piece rat paper.
5 Forget to '^’ ............................. messages to colleagues.
6 *’ . .............. work ac home because of all the calls at work.
lt you tick 'always', give yourself 3 points, 2 point for 'sometimes’ and 1 point for 'never’. A sc nre of more than 1 nut
of 1II means you are a 'telephone addict'. You probably need to manage your time on the phone more efiectively.
Ñ E 3o Pronunciation (Understanding fast »peech)

Listen to some phrases. How many words do you hear? Note that contracted forms such as
I’ve she’s they’ll count as one word only: I'll put van thru ›ugh -- four wt›râs
You hear the phrases twice. Write the number of words.
1
7
Ewryday phone calls 35

i ' ' “
Read the article. Why is it important to smile?
Is it one of those days when the phonr friendly dnd polite, a smile makes you
just won’t .stop ringing? By call number feel better and it maken your colleagues
four you still an.swer the phone with a in the office feel better.
friendly, polite ’Ciood morning, how can
I help you?’ But four hours later, twenty
calls later and you’ve lost your smile.
You must finish the report for your boss
and now — with all these calls you’ll
have to work late tonight. So if that
telephone rings one morr time, don’t
hang up, don’t scream ’Yes!’ at the poor
taller. 'lake a deep breath and smile. I
know the caller can’t «ee you, but a smile
makes your x oice sound
Listen to some expressions on the phone. Is the speaker smiling? Circle the
speaker’s face.
s O= O=
« 0 0=
Listen to these phrases in B. The speaker always sounds friendly and polite.
£ u»•d mi ›rninR. i an 1 hrlp y‹ u

1'ffl ¥ t'•PY *‹ FfY. bUt hC'$ aWi3) ttJ)3).
I ”in 1 help *
I ›‹ ›‹›d m‹•minr, Berry Techn‹›1ogies.
1 li ›n't kn‹ ›w w hen he’ll be bar k.
i *ne m‹•ment . I'll ptit you thr‹•uah.
t '.in 1 take a me •.ice °
l’lTt ]u*t It *i 4kinP• It ir a pen.
/C.âk r' i ¥'i 8!1 *citJn.
10 t ›‹ ›‹idl ye.
Listen again and repeat the phrases. Remember to smile and sound friendly and polite.
Ktephanes•n•
' We can also sound more friendly and polite because of the words we use. For example, the
first sentence here is less friendly than the second.
1 t larlsen lnternati‹•nal. 2 ( 'arisen lnternati‹›nal. 1 tow can 1 hrlp tuu?
Add words from the first phrase in bold to complete the second friendly and polite phrase.
1 What’s your name?
2 W'ho do you want to speak to?

Wht› wi iUld ytlU li P
3 She's in a meeting.
l’m atrahj
4 He's talking to someone.
t*ne mi ›ment. 1 Ie’s just
S Do you want to wait?
W‹›uld like hold'
6 What’s it about?
t 'an 1 ask it's in v•›nner'tion with!
7 Wait! 1 need to find a pen.
hurry, l’m ;n‹t l‹›r›king i‹›r
E ln the call below, rewrite A’s responses to sound more friendly and polite.
1 B: ltrll‹ . t ’an 1 speak t‹• ( ’‹›llette plea‹t ?

A: W'hat's your name? .fi:
2 B: Mr Zhi-W'e1 (’hiu.
A: .She’s out. .S:
3 B: t)h. Well i• 7‹ Iran there *
A: He’s talking to someone. A:
4 B: t th dear.
A: Do you want to wait? A:
S B: N‹›. It’s I 3k. ( ’ould I leave my number *
A: OK. I’ll take a me,ssagc. A:
6 B: It’s •er‹›, .era . ..
A: Wait! 1 need to find a pen. Yes? A:
telephone skllls 17
' •’ Planning a call
Read some information about planning telephone calls for sales people. Match headings
1-7 with paragraphs a—g.
1 What qtlestions might the other per•on a’s k ?

2 When is a cool lime to call ?
Why› do Y‹›u need t‹• speak to!
4 Wh.it .we your ‹objectives?
S What phrases will help i uu
6 What will you say if y au cdn’t get thr‹›ugh ?
7 What will Ecu ‹ay it you get an answer machine or x ‹›icem« il !
It may seem a stupid question, but we often don’t know the name of the person we need. The
first rule is to find out as quickly as possible. If you have to, call and ask to speak to ‘the person
In charge of ...’ And make sure you use the person's proper title. Calling someone ’ML when they
are 'Ms’ or asking for 'Mrs’ when they prefer ‘DL is a bad start.
In the evening most people have been working all day and are having dinner or getting the kids
ready for bed. Similarly, someone who works nights won’t appreciate being woken in the middle
of the day. What is after lunch for you might be when your best dient in Japan is normally leaving
work.
Is it to get information, give information, to convince, to confirm, to arrange or all of these? List
what you want from a call — and what the other person might want in return.
The person you need might be out or maybe he or she just doesn’t want to take any calls today.
Ask the person who answers when is a better time to call, or if there is anyone else who can
help you.
You might decide not to say anything. Few people will return a sales call. But a short brief ’Hello’
message with a number they can get you at will be a nice reminder.
Understand the other person. What will their objections be?Why aren’t they likely to agree† Can you
offer them an alternative† This is an essential stage in planning a call.
Phone calls can be stressful and it’s easy to forget key information. If you’re selling a product,
list its features and benefits so you can read them out, When talking in a foreign language, write
down words or expressions you'll need, and practise saying them before you call.
J8 Telephone skil..
Think about your last call in English.
1 Did y‹›u plan the call?

2 What tiriie ‹al day lid j‹au ‹all! Was it the bent timr !
3 What i)id y‹iu nceCl tr› sprak te › I*iCl y‹iu get thr‹›ugh te them c›r dh) \'‹au speak t•i s ›me‹›ne elke *
4 What where the oblectives ‹›f the call? luid you actieve them ?
5 What questi‹ins Clid the uther per«›n a•k! t !•iulCl y• •u answer them!
6 W’hat phra•e• i)h) yi iu use
C Plan your next telephone call in English. Complete the plan lielow.
Who am I calling?
Best time of day to call†
If that person isn’t available, is there anyone else I can speak to†
Objectives of the call?
Questions the other person m!9*t ask†
Useful phrases:
What will I say if I have to leave a message?
!e!ep-zone skills 19
’Telephone manner’ is the way we communicate on
the telephone. These three jobs all require a good
telephone manner. Match the job titles with the
job adverts below.
a) Teleph‹›ne interviewer
‘Telex:iles agent
‹ ) t 'ustumrr r are telrphonist
1
To represent a well-known bank with responsibility for telephoning current and potential
customers with details of our financial services and products. Excellent mmunication skills
required with the itv to Persuade.
2
A friendly and oolite. telephone manner is essential to this key service role. The
responsibilities of handling everyday enquiries and queries also require the ab ty to listen
and a sometimes
s moathetic person.
3
To conduct market research over the phone with members of the public and bank customers.
You need to be out-soina and have strong interogrsonal skills.
Match the undeylined skills and qualities for the three jobs to definitions 1-7.
1 rela tii'nship* bctw'cen You and ‹other pe‹›ple

•‹ ›r iable und frienCil\
d 'al u ith and talk ti pe‹•ple
peoplt like v‹iu and yc u .are never rude
‹ arinq and c‹›n‹ etnr d about pe‹›pl‹
make someone agree with ynu
7 not intc rrupt and h‹›w interest in what ether per pie Rav
Now listen to Sally dealing with a caller. What is Sally’s job?

. ' In the conversation, Sally shows interest and understanding. Read sentences 1-9
from the listening and tick what Sally says next: o or b. Then listen again and check your
answers.
1 ( ’aller: I have a bank acct›unt u ith yr our 5 t ’aller: The number is c *2 33 3t›7.
hank. a) What was it?
a) Right. b) That's great.
b) Really 6 t 'aller: It's 45 llensell .Street.
2 I 'aller: And I'm calling about a mistake ‹›n a) That's. hne.
mi a‹:t ‹hunt. b) tit›od.
' '"*’ 7 Sally: You said it w th month
b) t h dear. a) I. t›.. .ight!
t ’aller: I s‹•cm t‹› h,ive paid the same im *unt b) Arc j‹ cii s‹irc
twice this m‹›nth. e I !a1ler: I paj it by direct debit.
a) Whcn a) Yr:.
b) ‹ *K • h) Right.
*ally: B‹ t‹›re we iregin I just need ti › net y‹›u 9 ‹ :.h..: Thls munth it went out twite.
a tew dctall" a) I un Jer•tand.
I that I K ?
a) b) Thut’› x‹'q iinlikeh.
b) Riuht.
Match functions 1-7 with responses a—g.
1 Show you're listening.

2 Show you understand. b) 1• that right
3 Sliuw urprise. c) R1qht./t *K.3 ’h huh.
4 *hi w sympathy. d) I see./I tlnder tank,
S th‹›w v‹›u has e the into rma tii e) that’s hn‹'./That’• great.
›n.
I) Really *
6 f“,heck you understand.
g) I• that t K°
7 t“,hec,k the caller .agrees.
E 34 A caller wants information on her bank account. Read 1—S. What do you say?
1 Answer, say your name anal otter help. 5 .Ask for the ac c‹ hunt number.
2 G*how y‹›u're listening. G Show y‹ ›u have rhe information and
3 Show You und‹!rstand. ask tt r the hrst line ‹if the addre•*.
4 Explain you need the customer's detail* 7 Ask for the caller’s sum‹ime.
and che‹ k the caller agreed. 8 Thank the caller.
h 'phone skLls
19 Small talk
A 35 'Small talk’ is informal conversation about things which are not usually about work.
Are these statements true (T) or false (F) in your country 7
1 Small talk is an important part of a phone call. T / F

2 We only make small talk at the beginning of a call before discussing work and not at the end. T
/F
3 Small talk on the phone helps to build good relationships svith colleagues and customers. T / P
Listen to the beginning and end of a telephone conversation between Midori and Diana.
Number the seven stages of the call in the correct order. Notice that one stage is repeated.
Make small talk.

lntroduce the reason for calling. .. .. .
Greet the other person. .
Make mall talk.
End the call.
Ask how the other person is.
End the reason for calling. .,....
B Match these phrases to the seven stages of the call in A. Write the stage number next to
the phrase.
Hi, Diana. It’s M idori.

How old are the kids now! ..
Actually, the reason 1'm calling is... .... .
Anju'ay I must go.
Sorry, I didn't recognize your voice! How are you !
Do you fancy coming to stay!
It’s in connection with. . .
We might take a holicJay next year.
We rectify must speak again soon.
Bye.
42 Telephone skills
It’s important to show you are listening on the phone and to show interest. Listen
again and write in the missing words in these extracts.
lluw old are the kids n‹ ›w ?

Fix e and seven. Tht Y're b.Cth at scan ›iil.
TlllX . o N ick'; in Euro ape.

Actually, ttiat's ‹›nr i if th‹ re:i•‹›ns I'm calling. He wants t › visit y. ›u while he’s rhere.
'RI
It’ll be great t‹› see him. I ›n't v‹ ‹u fan‹.v coming t‹›‹›?
I’J li ›x e to, but I can’t.
I know, but I’m •‹* busy at the rim ment.

!
.XilIX *RI
*o how ab‹iut we come and visit then'
I*IANA n«t ...›le re
iviIlX SRI t.*k. Calf t‹ N ii k Chi iut i* when he c‹›me . He Juesn't think we can b‹›th leave the iOffice ‹ r
DIANA the busines› will c‹illap e.
MIlY *Rl "
.Anyway I must en. It's been good to talk again.

. We really must •pcak again so‹ n. Pye
Think of an old friend or colleague you speak to on the phone. Complete these small talk
phrases for you to use.
1 We haven’t spoken since

2 Htiw are '
3 Are i‹›u bu•x !
4 When are yciu coming t‹›
5 We really must
Tckp/one sk'lIs 4'

Match the less formal verbs on the left with the more formal vertts on the right.
a) receive
b) reserx e
c) request
d) a•• •t
e) require
f) inf‹›rm
g) agm.›ci:c
h) ‹'nqulre
9 hel i) verlt}
10 ‹her L j) provide'
Read these pairs of phrases. The first in bold is less formal and more direct. The second
phrase is more formal and less direct. Complete the second phrase with any of the words in
the first phrase.
1 1s Kozma there? l4e1l‹› t *‹ould I pe.tk ti' , please

?
2 lt’s about an advert. w'ith record t• '
3 I’m from Bell Inns. calling ›n beh.ilt ‹›(
4 Can 1 leave a message? W‹iuld j‹iu mind taking
km that
5 Just tell him I called. Dr› Ycu think yi›u coulJ let
again.
6 Nice to hear from you. 1t's so
›"vIr Arm wsmith.
7 Say hello to Richard for me. Please sive my regarJ•
a call again
S €live me a ring next week. I “.ould you
9 .So when are you calling again? v3'i vi›u think I ‹ ate expect t‹› hear tram
10 Sorry, she’s busy. I'm but unax ailable at the moment.

1 1 Sorry for interrupting. I’m •‹› t‹ › bother jr›u.
12 Call me back. I’d be grateful if he w'ould return my
1 i See you then. I l‹ ‹'k f‹ irward t‹ i ing
14 1 must get on. l'm s•›rrv but go now.
15 Thanks for your time. I really appreciate i ›u giving me
1 fi Speak soon. Bye. We'll again . l‹•od
When we need to get information on the phone we can sound more formal and
polite by changing direct questions into indirect questions.
What i› h» name* * 1*u \i›u knuw what his name i›!

What do you d‹›? • t 'an vt ›u tell me what vtiu d‹›!
When have y‹›u used the hi tel • 1 was w‹›ndering when you have used thy hotel?
(ihange direct questions 1—6 into the indirect questions asked by a market researcher.
1 V'tiuld › ‹all br prop trek t‹› answer a few que ti‹in•

1 was w• ›nderinE if Y‹ ›u to answer a few que•ti‹›n•
1 lt w many times have yi›u used Bell lung in the last six m‹inths ?
l *i› yc›u ktb iw' h‹›w many rimes Bell lnns in the last cix months ?
3 V’hat was the rea ‹ ›n bar j ›ur x init *
I '‹›iil4 xiiu tell inc
What d• i x’ou think ›f tour ht›tel ?
1’.) like tu hnd out of our hi ›tel›?
1 t“t mid y'i iu ch‹›c›se i our answer In›m i ›nr ›f these six i ‹ategi tries ?
l'd be grateful vi•ur answer from ‹one of these six t ategorirs.
6 ll‹•w du i‹›ii rate the qualitY and friendline•- ‹•t •tatt in a Bell Inn
I was wi›ndering the qualit j anCi friend line • ›t statl in a Bell lnn
Now listen to the market researcher and check your answers.
D You are a market researcher for Bell Inn restaurants. Read 1 -5 and ask the
questions on the screen, using the phrases in brackets.
l lntro‹1ui e the call.

f( )w ›d rnr›r ing. I'm culling ‹›n eluiil tel
Bell Inns and I’d b‹ grateful i) . . . I
Ask que•ti‹in 1.
IN VG §Gu kflfltt )1‹'4i’ . . . ? )
3 Ask question 2.
IL mill xi ›ii tell me ii'â ‹it . . ' I
Ask question 3.
S Thank the t ustomer.
Listen and respond. C.ompare your

response with the example after
the tone.
2* Languaqe review 3
‹ imp»rativr-.
Read these guideline.s for new employees answering the telephone. Match the two halves
of the sentences.
i Answer the cull pre ›mptlv a) by roe •c‹:cmd ‹›r thirJ ring.
b) with the correct v‹›lume an4 speed.
c) Fund ‹ ‹interned «nd sympathetic.
4 d) f• ›r transferring rally.
5 e) and) resp'8n ti ' $hOt‘ Yi›u’rP
1i"teninQ.
i) u‹ h a> gum • ›r •werts.
7 gj if you n‹!c ) ri › speak tt› a colleague.
h) which they’ll hear in ji•ui v‹•i‹.e!
9 i) use the ‹ittiLial forms.
10 j) and your department.
h/ iqg , ,ii
Complete this phone conversation with these modal verbs.
can’t c‹›uIJ hair t‹› must •houId u’ilI wt›uIJ
i IANA Hi 8lidori. It’s I*iana.

hlIf1 SRI t*h hell‹ ›! I JiJn’t rcc‹›mi-.e ,c›ur voice. I ’’ remember the last timi we
•yuke. Ir '- Mr ‹›ver rw‹ › \ear•
‹eo.
I IAN‹S That right. The reason I'm calling i that I ”
‹ ›n bu,sinc•,•.
MIfX*Rl t treat. We "‘ ftet r‹›gethrr.
I *IANA Ac tually I wanted t‹i ask if I
nights'
.¥lIl h 'RI Sure. That "' he great. then exactl
f*IANA Well I'm not •ure yet irut I ‹ all you when I Lnna thp exa«t Jate ...
i New” questions
Complete the 'How’ questions.
iS it since spoke ? 6
4L How w
you and the chilclrcn ? 7 Hon
4 ii.» I we visit you next week ? 8
5 H ‹ iw ltou u
m
free time J‹i you get? 9
Y‹›ur flight ?
nights is
is the h. ›tel fr‹›m the airpr›rt?
that ter
exactly *
Underline the correct preposition in italics after the verb.
1 I'm enquiring uboutlh lto an order we placed tw‹ › w eek‹ aco.

2 1') like ttJ dpt*ltigi2C U‘it f oYJt ›) ffly tit›lleaQUC.
3 1 want t‹› ask Ja r/t‹ ›/u‘itJt a nen br‹ichure.
4 I’m really interestcCi n/ah›ut/in the jub.
5 We 1‹›uk torw ord f«/tti/tit the meeting.
6 lt's lust a quick call but/o{/bx next week.
E I.' -‹’- ol^‹ 'ii• ir •.• ‹ ——‹

Rewrite these indirect questions as direct questions.
1 t *ould ynu tell me what time the flight lands!

What
2 I was wondering il I mould b‹›rrow vi ›ur rnobil‹•!
L ’ould
3 I'd like to know if Yukikc› is there, please.
4 I'd be grateful if you'd to his number.

Would
S I*ti ¥i•u kn iw when she'll be bat k*
When
Listen and mark the intonatic›n ‹›r jr›n the words in bold.
1 I *an 1 help Yoga
2 Please peak atter the tone.
3 1s that right*
4 Please call me back on three hve ‹ one, two i five nine.
5 It's three five, six one, four five two.
ltkphone skil ls
Making appointment»
A ' Erich Binder is arranging a conference call with four people. Listen to his
conversation with Cheng Ying and answer the questions.
1 1s this l•rich 's first ccanx er•ation with I ‘h‹ng Yinq!

2 Wrap is Ericft i hanging the ipp‹'intment
) 1 ‹res Erm.li w.int the app‹•inrn1ent s ›oner sir later *
4 u’h..t d.we t hen, 1. .›k at•
5 V’hich day isn’t y« !•1 for I 'hene*
h W'h.it .).iy and time do they aflri•t tin!
? tt‹aw w ill Frich ctinhrm the apps ›intmcrit
** Boxes a—j contain words or phrases (with the same meaning) that complete
sentences l —10 below. Match boxes a—j with sentences 1- 10.
b) fix c) ’re tree

. rrana.e can make it
aoree ’IP d4 All d :•
h) fine
.,4
i) The ipp‹›intment i•
*‹ that'
Wr can u •nhrm
1 I'm ‹ alling to b another times.

2 Min hel and Ana are thp. w eek.
3 1* i ¥.'u mind if we to next week!
4 Who h Jay
9 That s‹ unie
5 L new We‹3nesday
Sentences 1—10 are from the conversation between Erich and Cheng. Listen again. Which
words from a—j do you hear?
41 Pfione calls w›th customers/colleag»es

Rewrite these sentences so the second means the same as the first.
1 Which day would you preter ?

When would be
2 l'm afraid, 1 can’t make it on Tuesday.
suit me, I’m atraid.

3 I need tu pr›stpone i our
interview. I need t‹ i put
4 WhY di›n’t we say at three ?
5 I was thinking of the hay after.

I had the day alter
6 I’m afraid I won’t be able tti come on the first.
I’m s‹› but I can’t
7 Anytime next mt›nth sounds hne.
l’m free
8 Thursday at twn is ronfirmed.
fit› that’›
D Read a telephone conversation between Erich and Ana. Underline the less formal words or
phrases in italics.
ER!t '11 Hi Ana. ' ' It’s me./‘riis is x»<i. It’s about ’- orr‹anging/bxing a time f‹ ›r rhis conference
call with C'heng King. I've just •poken to him and he can " tnoke/‹ittertJ the meeting ‹in
Thursday at ten i our time. I• that g ›ing tt• be '*‘ c‹*nvenient/I /K ter y‹›u'
ANA I’m ' itnat‘aib6le/Crux in the mt›ming. t 'an we put it lock/postpone it to riext week
I i You arranged a meeting with Cheng and Ana on Tuesday. Ana wants to postpone it.
Telephone Cheng to make a new appointment. Read 1—8. What do you say?
1 t tive your reas‹›n ter calling.

2 Explain ab‹iut Tues‹lay.
3 Suggest Fri‹lay.
4 *ugqe•• next MondaY.
5 Suggest the morning.
6 .Suggest ten thirty.
7 Confirm the ‹lay and time.
8 Say thanks and say goodbye.
Ph¢ir›0 Cd!Is Wlt CUStOMeK/COlleagUeS

24 Inviting people
/. Listen to a telephone conversation between a man and a woman. Who inc ites who?
Underline the correct verb form in italics to make invitations.
1 W’‹ full v‹›u likt' try Suite/kn ink u drink

2 We' like R> c 'UHN Jct›lTtiftq rivet ttlF lUflLh.
3ñ )t * dbi3Ut fhctt/lTl£Ctlftg ft 'I Jl£1f'1eT
4 W’hy dt n't j‹›ii Jo1ri/1@ning us at the restaur ant !
S fit › j ‹ iu tancj pdf/pbyin,( c‹ Alt at the weekenJ *
Listen again and tick the sentencers you hear.
How many invitations can von make from the words in thiq table?
meet the i ini'ina
rust.iurant
h we at dinner
play the fa‹ t‹›ry
x isit lunch
Complete these phrases for inviting with any of the words in the table.
1 Uuid ¥'t*u llke tt*

2 W’e'il like s›u t‹› '
3 ilr •w ‹ibtiut
4 Why ‹)on't you
5 1'o v‹ u t.incj
Listen to the conversation again and c.omplete the phrases below for re.sponding to
an inc itation.
Accepting an invitation
Declining an invitation
h‹1nk* ¥’ery mud h )rut . .
wnu!J be arc: c,
that \-ery much.
*0 Phone calls with customers'coIleagues

Read these sentences and complete the rules for prepositions of place.
Prepositions of place
l'll bs in t.’ogeriJuigen.
l'm stasing nt ike Imperial Plouf.
U’e're going to the tRatre tkit ev'enirig.
f’m on de Jiftli J›or.
1 atter verbs ot movement (gu, ¢rotef, fJ'y).
2 with a rorim, a meeting, a country or city.

3 f‹›r a trip, holiday ‹›r the i1t«›r of a buil ling.
4 for websites, buildings, places •›t w’‹ark (but nt›t lt‹mie).
Are the prepositions in sentences 1—10 correct or incorrect 7 Put a tick (J) or a cross (X)
and write the correct preposition.
1 I spent the weekend at work. (I)

2 k'isit our website in www.1udco.com. (X) â/
I'm afraid l’m nut ‹rn the ‹Office at the m‹›nicnt. ( I
4 Wt›uld yc›u like t‹› meet at recepti ›n ? { )
Let’s meet at the sec‹›nd t1oc›r. lake the litt. ( I
1 fly t‹› Berlin t‹inight. ( I
7 *‹›rry, he’s in a meeting at the moment. ( )
8 H‹›w abi•ut joining us for dinner at the re•t iurant ° { )
9 Why don't you meet me later ‹ n f‹•r a drink ti› the h‹›tel bar? ( )
10 1 normally eet to h‹ ›mp h$ sjx in the ev ening. ( I
E ‹2 Your friend Raymond calls to invite you out tonight but you are going out to the
cinema. Read 1—9. What do you say?
1 Answer the phune.

2 Ask h‹'w he is.
3 .Raj you're hne.
4 Decline the inc itati‹›n.
5 Accept the ins’itati •n.
6 Invite j«ir friend ti the cinema tr›night.
7 Say you're meeting at rpm.
8 Tell him it's the r‘inema on (ield street.
9 Say g‹›odbvt .
Phoii‹ ca Is w th customer coll ayues

;a Conńrming arrangements
A I Melissa Omiotek works for a Public
Relations agency. She is organizing the
opening of a new art exhibition. Roger
Molinas, the art gallery manager calls her
about the final arrangements.
Listen to the call and write in the three

mis,sing times in Melissa’s schedule.
Thnr«day
’’ - ii.DDpin:
caleri‘np compan(i lo sel ap
openinp
7.DD
Listen to the conversation again. Are these statements true (T) or false (F)?
l Melissa arranged for the catering company to arrive in the aftenii i‹ ›n. I / F
The catering company is a• the zallerr now. T / f’
The catering companY will have left try the •ime the Joe ts arrive. T / F
4 4ieli•sa •luesn'r know if the arti t• anti the journalists will be in the Gallery ar the ame time. ‘i / F
kIeli•sa decides to ring the Joumali•t•. T / £
Listen again. Complete these sentences from the listening with the missing verbs.
the t‹•od›
Yes, 1 the catcring company a m.›nth az‹›.
Rut what timt' they
We d‹›n’t until •ix thirt
I think •hei bs about hve.
6 •he iournalists the artists at six rhirtx’ nr later
7 I think 1 them.
52 Phone całls with customers/colleagues

Now match the verbs in sentences 1—7 with these tenses.
Part simple Future simple

Present perfect
Future continu‹ius
Pre,sent imple Future perfect
Present continuous
Put the verbs in brackets into the correct tense.
1 Hello, I (ph‹›nel about the new exhibition next week.

N‹›t everyone (6nish) eating by the time the jciumalisrs get here.
tche (not/call) me back yet this morning. Do you think she known*
4 Don't worry! They (be) here on time.
What time does the gallery normally (r,l‹›se) ?
6 We (hold) the press c‹inference as ion as they arrtve.
7 yuu (reserve) the restaurant afterwards *
By cix thirty the guests all (arrix'el.
9 We'll have the press conference while the (look) at the paintings.
guests (not/he) late!
10 I promise that the arti,sts
E i 4 Two groups of journalists from France and Japan are visiting the gallery. Melissa
emails this schedule to Roger but he doesn’t receive it. You are Melissa. Roger telephones
OU•
To: Roger
From: Melissa
Dear Roger
I’ve divided up the journalists because there are too many for the gallery AND we'll need
translation into French and Japanese so I think it’s better to have two separate groups. Will
this work?
French Group Japanese Group

10.00-10.15 Welcome by Roger 10.45-11.00 Welcome by Roger
10.15-11.00 Look at paintings 11.00-11.45 Look at paintings
11.00-12.00 Interview artists 12.00-12.45 Interview artists
I 12.00-13.00 Buffet reception 12.45-13.45 Butfet reception
Melissa
Listen and respond to Roger’s five questions using the information in the email above.
Compare your responses with the examples after the tone.
g$JIs w‹J!› customers/colleagues 53
Pema manages a call centre in Bangalore which receives calls from the UK. She
wants to provide training for the staff. She has asked a training company in the UK to
provide help. Listen to the conference call between Pema, Mira and Simon, who runs the
training company, and answer the 9uestions.
1 What n Mira in chatge cl!

2 What dims *imon think the course should br ab‹›ut’
3 l*ues Mira agree ? Wtiat does she want to include on the ‹ ‹nurse
4 I u the employee› at the call centre need the most help with speaking •ar listeninq?
5 What does I'ema pre mine to d‹i at the end •il the meeting ?
F ›onc calls with customur•.‹o!lcagu•

B Match the purpose on the left with the phrases from the listening on the right.
1 I 'hrs k the parti ,ipant*. a) Mira i in c harge ct . . .

2 ( Check the vi›liime. b) 1 agree.
I Welcome d participant.
c) Arc you there Simon?
lntri ›l ure a
d) Let’s speak again in . . . ( two weeks)
parti‹’ipant. e) I 'an you hear me!
Explain the purp‹›se/aim. f) Wh.it d‹› yr iu think ?
f› Ask f‹›r an upiniun. g) Thank› t ›r j‹›inintt us teddy.
7 Express an h) The reason for ...
opini‹in. 8 i) klira wants to say something .. .
9 j) *o, tit summarize . . .
10 Agree with a -u¿ge•tii ›n. k) I like that idea.
11 Let s‹ •me‹ *ne else speak. l) 1 ,see what j‘‹iu mean.
12 *huw uncle rstandinn•. m) I diin't agree.
15 Summarize. n) Mira, y‹›u'rc g‹•.ing to . . .
14 t 'heck pe‹ plc's actr Ans. o) 1 think that . . .
18 Refer to a fututc c‹inference ‹ all.
Complete this discussion from the next conference call with words from the phrases in B.
Hello›. *imon Arc \‹iu '”

Ycs
t ’an yr ›u
1t’s fine.
mr and M ira.
t treat Thanks for
flell‹› bJira.
Hi *im‹›n
ft r this ‹ inference i to finali:c• plant for the c‹iurse.
I3K. ‹ › the
t K * Mira wanre ti› s:ij onicthinn.
MIRA l*id you rei.eive rim repi Art *imon
ab‹aut the prr›blrm ‹ ›f ac‹:ent and listenine.
*‘lMt ‹Y Yes dnd 1 see what jr•u
the cinurse nee‹3• lots ‹•f listening and pronunc ia ti‹ ›n.
PEMA 1 agree. Sr I '" '
MIRA Yes, I like that
SlMt 3N ii i pre 'blem. 1 can email a t.‹ ›ur•c pre'framme later tovl‹iv.
PEMA That’s great. When di› use run the c nurse ? ’ iJ‹ › you
think S1Mt*fi text mr'nth
MIRA 1'd need ti› t‘hec k thr• schedules. We miftht need tw‹ › or three qrovps.
PEMA Mira r an arm chcck and ltt’ ' ” again about the dates next week.
S1Mt3N Penn.i, we c an arrange that by email.
PEMA 1
b «.ir‹gua¿e review •1
" . i o i- ›inï °vi'
Complete the phrases below with the verbs in bracket.s. Write the verb in the infinitive or
'-ing’ form.
1 Thanks for
(j‹›in) us today.
2 l'm going
(call) him hack.
3 l’d lc›ve (play) golf at the weekend.
4 Do y‹›u like (play) gr ilÏ?
S I’m phoning (arrange) an appointment.
6 lt‹iw about
(meet) for lunch?
7 I ‹i you fancy
home) tn the
S Would jou like
cinema? (have) a
9 .tum kut I have coffee! (go) now.
10 Lo‹›k tc›rward to (see) you later.
Re-order these phrases with phrasal verbs.
1 put I’ll through y‹iu.

2 ‹ an I y ›u back call?
3 hang the phone again and up try.
4 that back let to me you read.
5 he’« up 1’m tied afraid at the mement.
6 this please message on pa.ss.
7 w ith just with serond bear me a.
8 dc›wn me let take your ndme.
9 l‹x›king in try up his number the phone hci›k.
10 speak you can up*
LJnderline_ the correct preposition and complete it with information about you.
1 1 usiialli switch my v(›icemai1 on when 1 1eax'e w‹•rk t.u/in/nt

2 You ‹ an call mc at home on/in/R
3 Have you visitcd uur website to/‹it/on
4 The bU• ie•t tifile t ›f day t‹ r iTle iS frOiTl nttcr/during/t‹•
." one calls with cu' tnmersicollcagues

5 I like t‹› spend mv annudl h‹›lidaj inn/in/i‹›
6 The batter on mv m‹ibile h»ts Jui/durinflaftei huuis.
7 My i›IJire i• on/in/ut fi‹›‹•r of the buildin›t.
8 In the evening, I usually take visitors and clients at/to/com restaurant.
9 The best time of the day to call me is to/in/on
10 We usually have dn ‹Office party at/‹›n/dxring
D CUremnn mi.xtiZKCS
These phrases contain a mistake. Re-write the phrases correctly.
1 Hello ›, I am March› speaking.

2 Is Tue•Ja\ uir y‹›u'
5 I'm really interesting in the )ub.
4 I'm afraid but he's out nf the office today.
5 I really sorry abciut rhis.
6 t“,an you say him I called ?
7 Sorry but I must to go now.
8 I Call ytlu back t‹1morrtJw.
9 I’m agree with y iu.
10 She call in connection with an inx’oice.
E :« PrananLi:.'iun fSriit»«r‹- •* r.•»i

Listen to these phrases and qnderline the stressed words.
1 Are y‹›u there

2 t’an Yt›u hear me?
3 Thanks fr r joining us tr•dav.
4 The reas‹›n f‹›r this meeting is . . .
5 What do y‹›u think?
6 I see what you mean.
7 I like that idea.
8 Let’s speak again soon.
Listen again and repeat.
Phon°- ca“s with customers colleagues

27 Placing an order
I Here are four people describing problems. Read the text from the Spyline brochure and
write the product each person needs to order.
"l *pend half my day answering ‹ “He said he woul‹) sen‹) it by Frii)ay,
ally
but 1 d‹in’t know if helix.ve him!”
frum sales people. lt drives me crazy!"
“My irons even calls me at htime. 1

“When I muke yers‹^naI calts ar w‹›rk
ran ask mj wife tti answer and say I'm
I think my h‹›ss is listening.”
out, but it’s ‹i prt3blem when she’s nut.”
Voice Changer
Dc›n’t let them recognize your voice. The 'Voice Changer’ fits to any
phone allowing You to make or answer calls in a different voice.
Truth Teller
Originally developed by the military, the ‘Truth Teller' is now available
to security firms and private detectives. Now you can ask questions on
the phone and the truth teller will tell you if the person’s answer is
100% true.
Only atlows callers with a pass c:ode tu connect to your yhune. Stop those
unwanted calls!
Phone Protector
Are you worried somer'nc is listening* ’Phone Protector’ toys ot:her from
monitoring ycur private calls.
Commercial phone sails
B A customer places an order at Spyline. Listen to the call and complete this order
form.
ORDER FORM
CATALOGUE NUMBERPRODUCT DESCRIPTIONPRICEQUANTITY
(! j
Voice fi?hanger $5Sö
SL 4TT Truth teller " $.....,........................................1
SL 35(J2 t.Fall Pass $3P5 '* ........................ ..................
_ Phone Protector $ l5 " ...........................................
Ü Listen again and complete these phrases for placing an order.
1 I’vfi tet n ltsr0Ü in9 at ytlur

I’d like t‹• , plea•r.
1 twi • voice c lianuers, please
4 I a Druth 1 ellt r . . .
5 And ‹ine t ’all P.is *
6 h und one rr‹›rr
7 I hax-e a abiGut . . .
hvr i ›f those, please .
9 W’hen i an I expect
10 t 'an I p iv by
i
You want to place an order for some ü pyline products. Read 1-10. What do you
sayf
2 I >r her the k‹ nice t ’hangers (2).

3 *ay the ‹ atal‹›gue number (SI. *3 k’!.
4 I Inter the Truth I eller ( 1).
5 *ay the price ($ JH),
6 t *rfler the ( 'all Pdss ( 11.
7 day the catalogue number and price (Sl, 5 t '1’/$ 0 ).
8 ( rder the Phune Pri itec timrs ( ).
9 Ask ab‹›ut the time ft'r delivery.
10 Ask t‹ › pay by i redit ‹ ard.
Cor‹nuclal phore cali.

28 Solving problems
J. ^" A customer wants Euro Deliveries to deliver a package. Listen to the call and
complete the booking form.
REFERENCE NUMBER:
COLLECTION TIME:
CONTENTS OF PACMGE:
DESTINATIOft:
Listen again and match the two halves of the sentences.
he t‹v late! 1 We're going to a)

agents all day.2 The tra Ie fair starts b)
3 It's gt›ing t.› c) c ›lle ‘t it thi• aftem‹›on.
4 We’re mretinq d) all y‹ ›ti back in about five minutes.
$ I’ll e) thi afrem i‹›n.
Complete this summary of future forms with sentences 1—5 in B.
Yc» timetables or programmed events:

For arranged events (eg meeting›):
For prnmising actiiin:
F‹ r a planned buture event (or intention):
Now underline the correct future form to complete these sentences.
1 A: Can Y‹›u see me tomorrow at three ? B: Sorry, I'll meet/'m meeting someone at three.
2 'I he timet able aye it lcnves/i› (ning cn Ieo‹'e at tive.
3 A: V rder YY 3S4 still hasn’t arrived. B: I'll c*ntoci/c niact the warehouse and see what's happvneCi.
4 'There are l‹›t ref people here. I th ink it's yuing to be/'i being successful.
5 ther calle I tu saw the delivery was late again. They cancel/'II canccl the ‹ ‹›ntract unless we improve.
6 There'• a pr‹›blem with the •hipment. I think the delivery is/is Using i‹› be late.
7 S‹•rry, I'm leaving/'m quine cu leave on a irusiness trip next week. It’s been planned l‹›r aged.
8 l 'on ’t worry. I’m chilling/'11 call you hdck straight away.
9 I'm n'orâ in*,/'m *ning ti• work t‹•r a new company as soun as I can.
10 When we tart to use ir, I think the new system s (ning to work/irorks mut,h better.
.omnerclui phone ra.!•

.* Listen to the end of the call to Euro Deliveries again. The Euro Deliveries
representative promises to call back in five minutes. What other action does he promise?
Promise l:
I’ri ›mi•e 2:
Promise : TO CA11 back
1 We often use the ’11 form (future simple) to promise action. Match the problems 1—6 with
the actions a-I.
1 The pat kage i• reddy ti i collect.

2 I can't npen the attachment for slime redsun.
3 WhY hasn’t our ‹order arrived
4 What time is the delivery Jue *
$ Please tell him that my fliqht is delayed.
6 Hid yt›u remember we have a meeting t‹›day?
a) I’ll call yiiu back in hx e minutes and let \ tiu kn‹iw.

b) I’ll just check in the s‹:hediile.
c) I’ll send somei wie immedi,atelj.
d) I’ll be there in one minute.
e) I'll give him your message.
I) I’ll email it again.
F You work for Euro deliveries. You receive a call from a customer. Read 1—6. What
do you say7
1 Answer the ph‹ine.

2 A,sk l‹›r a reference number.
3 Pro ›mi•e ti send a ci›urier.
4 Pr‹imi•e tt che‹ k flight rimes.
5 Pri›mise tu call has k t‹i let the culler kn‹*w.
6 Say gor›dFye.
Listen and respond. Compare your responses with the example after the tone.
torflI1\•drciai phone ca'!s

++ fiomclaininq and handling comgIrint.s
• Listen to a complaint and complete the notes in the flowchart.
Say what the main complaint is
was late an‹1 incomplete.
Describe what happened
We it yesterday and there

was only
the order.
Say whal you want

We need them
Complete sentences 1—10 with these irregular verbs in the past simple.
break Hi ij co*t get give have make pay senci
1 When we upened it, thcre only hull the ‹›rder.

z c I'm illing because one ‹it the item• ‹is so‹›n as I used) it.
It's in c,‹›nnection with the sciftware we in y‹ai ir slot ip last w'eck.
1 three hundred pt rums to has e it hxed .ind it still d‹ can't z
ark. We d1dn’t arwthlng ciclw erect this mi inning.
6 W’hat tJo tt u mean I don't have a r‹i‹im ? I a reservation.
7 It me a f‹artune to transport tt anti van damaoeJ everything tnside.
f\ 1 ‹ in ly c alled rhis m‹•ming .abi›ut the problem because I Cihin’t time yesterday.
Yi•ur technician me i new part hut it d‹ ›esn't ht.
10 Arc you ,ure x‹ ›u the replacement *
-’ Cover-Tal ohonu •ll

Match the techniques for handling complaints on the left with the phrases from the
listening on the right.
1 *h ‹›w y. u're li tcnine.

a) l,et mc see what I can d‹• aha but this.
2 *h‹•w yuu understand).
3 Ask a question t‹ › c larib›.
c) I sec.
4 Re•tdte the pri ›blem.
d) I'll call our wareh. fuse.
5 Apr i1‹•gi:e.
e) ‹› the ‹ r4er z•is a week late . . .
6 l’rup‹›se actitin.
f) 1'msophut.:
7 F xplatn acri‹ in.
g)IunJrrnJ.
Another useful technique for handling complaints and keeping customers is to make
a follow-up call. Listen to this follow-up call on Mr Sevin’s answer machine a week later.
Write in the phrases for apologizing.
I lello. This n Qtr fiex'in. I ' I'm unable t‹i get t › the ph‹inc right n‹w.
l,eax e a message att‹•r the tone.
I le1l‹› Qtr *ex in. This is Carl ‹it 8I‹ iran Al.« hinew. I «poke t‹ • i‹iu a te'w late aeo ab‹iut a pr‹oblem
with a Felix eg. I'm ' f. ›r the mist ake and I h ape v‹ ›ii've received the rest ‹›t
th‹•
item›. .As 1 ay I and please ring me if y‹›u have any further pp‹
ih1em•. t i‹i‹idbye.
You work for Moran Machinery. A customer call.s to complain. Read 1—H. What do
you say?
1 Answer the phone.

2 ht›w you’re li teninR.
3 *huiv undcr•tan‹)inz.
4 Ask fi ir a referent e number.
5 Re•tate the pr‹ blem.
6 Apr 1‹›ui:e and) pre›po•e action.
7 Pr‹›mi•e rri call the wareh‹ ›u e .ink call b ick.
S San auodbve.
Selli ng on the phoiie 1
' ›o Listen to three parts of a sales call. Which three ways to find jobs do the speakers
mention? Listen again and answer questions 1—8.
1 W’hich department it ›e• Mr hl‹ randi work in/

2 Where is the newspaper s‹ ld?
3 H‹iw many graduates does the company emplut per year:
4 Hoes the website always attract the right people ?
5 What does Marco suggest is the prtiblem with ‹›ther newspapers?
6 What's the free offer this m‹•nth?
7 What will Marco send Mr Meranti
? S What else d‹›es Marco want t‹i do?
1
There are five stages to a sales call. Read sentences a—j from the listening below. Match
two sentences to each stage.
Getting Explain
through and Close the call
Introducing customer g 5
yourself
a) Adv cruising in national newspaper• is sr› expensive ...

b) ll‹•w many new graduates d‹* y‹iu recruit a year?
c) W'e have a special feature fear our reader• next week on careers st› vi›ur advert w't›uld appear on
the same page . . .
d) t i‹›•ad m‹›minp, my name’s Marco Pam. 1’m calling frs m *tudent jews.
e) ‹› it «›unds like you need more quality applicants .. .
I) This ‹ifier ale› include free promotion at a areers fair.
g) We're a newspaper which is only s *Id tt› studenr• in univer•itie• and colleges .. .
h) Would you mind if I call ag’«in later this week!
i) What percentage ‹›l applicants c‹›me from yr our wet site ?
j) Well thank vou for yr›ur time.
'. Imagine you are a sales person. Complete these stage one phrases for you.
I food mt›rning, mY name’s

I'm calling from
We're a company which
« Commercial phonr call:
I) A sales rep is finding out about a customer and his company. Complete his questions (Qs).
1 : in charge of?
A: l’m re p‹›n•ib1e fur training and recruitment.
2 Q: company do?
A: We manufacture electr. ›nic parts for thing• like mobile ph‹ ›ne›.
A: About $0(° across Eurupe and 2t0 in Asia.

4 Q: advertise job vacancies on the
Internet A: Because it’s cheaper than newspapers.
The sales rep identifies needs and problems. Match the needs ( 1—4) with the problems
(ad)
1 Due to the fact that newspaper advertising can be a rather s1‹›w process,
2 Because newspapers add ertising i so expensive,
3 To help you with the problem nf low quality applications
4 With s‹› many unsuitable applit ents,
a) we pr‹›vide a more cost effective i inline recruitment service.

b) it sounds like You need more effective adx'erti me.
c) w'e recommend careers fairs as a faster way to recruit.
d) ‹ iur company guarantees a minimum number of high-achieving candidates.
Re order these words to make phrases to close the call.
1 you fur time thank y‹our

2 I mind riext ion it call w‹›uld axain week °
3 forward you again to 1 luck speaking t‹
Cm merclal phone calls

31 5eIIing on the phone 2
Dealing with customer enquiries
A 5• Read this advice for selling on the phone and listen to a customer enquiry. Which
rules doesn’t the sales rep follow?
Don’t lose sales.

FOLLOW THESE BASIC RULES:
a Answer the telephone quickly. Don’t leave It more than five rings. If you have to
leave It longer, remember to apologlze to the customer.
b Start each call wlth your name, position or
department. C Show you’re listening and don't
Interrupt.
d Flnd out and use the other person’s name early on In the telephone
conversation. e Find out how the customer heard of you.
f Make notes about the caller’s enquiry and read back the key
points. g Say exactly what action you will take as a result of the
conversation.
B Match phrases 1—10 with the rules in A.
t ’an I a.st- how ytiu heard of us?
e I see.
Sorry, can 1 just take down your name!
4 than I just read that back to y‹›u
1'm sorry to have kept you
waiting.
6 UK. I'll send yt›u a brochure and then call you early next z'eek.
tlood morning. Customer services. Thi,s is Marie speaking.
8 .in let me just check I’ve got all your details.
9 Did ,st meone recommend us to you !
10 I'll pass on thi,s information to my ctilleaRue and he'll call you back.
I -0 You work for the company ’Discount Wine’ and receive a call. Read 1—8.
1 Answer the phc›ne. 5 t *fler to send a brochure or visit.

2 Ask for the customer's name. 6 Ask for the address.
3 *how you're listening. 7 Read the details back.
4 Ask h‹iw the cu,stomer heard alacaut your company. S Say what action you’ll take.
66 Commercial phone calls

Customers often avoid sales calls. Complete sentences 1—7 with phrases a—g below.
a) we've used your company bef‹›re

b) I don’t huve' ant budxe•
c) •›fter me a t!heaper price
d) but we wc›uldn't be intere tetJ
e) I’m n‹›t thr pers‹›n resr •›nsihle
I) , end me a briwhure
g) it's very happy with them
1 I’m really sorg bu' left this year.

2 1 t si ›unds very intcrestlng. and I’ll takv a l‹i•ik .
3 I'm atraid and ze z'eren't hap{•j with rhe results.
4 Actually t‹ ›r thdt. Yuu’d have tie talL to Marek in purchasing.
$ TLX alreadj has a supplier and thank ›r»i.
6 I'm surr the prc›ducts are all x en gt›‹ at the i:urrcnt time.
d
, tet back t‹ me. My namt''s Paul Pi iwer• und I’rn oh
7 When jeu i an
extension 30ö1.
E Read these responses trom a sales caller to the customer’s sentences in D. What do the
words in bold refer to?
1 I'm sorry rt' hear that, but I think i‹ ›u micht hm we'v‹' impr‹›ved.
2 V’ell in tac‘t I'm v islting your area next week. I cdn Bring one ‹wer pers‹›nall›.
3 Let me talk to mv beds and I’ll h‹ petully ‹ all you Mac k with Another oller.
4 I u y‹ u know n hen it z ill be rex iewed tor next ye.m'
S But vt›u mieht he interested if they were all ‹›n special ‹offer for this month only.
6 t'K. I o Y‹iu kn‹›w his number
7 Well, it you ever experience problem with them in the' future. please gib e me a call.
Commercial phona cal s
J> Lanquage review 5
Tr'nsrs
Underline the correct verb form.
the always c‹i1ts/is going to cotl at nine i›'clock to check I’m

here. When we Juit'e u$ene‹l/opened the b *x the items were all
broken.
3 I'‹'e inst received/I Jit‹t received the package and 1'm not happY.
4 .ii › , he'll Jttst tnlk/!s jitsf talking to s‹ime‹›ne at the moment. t “,an he call you
hawk Bi the time you ring back, Thierq is finishing/will mite i\nished fund h.
6 ( *an I a•k how you he‹ir/Junrd ul u *
7 Recluse it's urgent, I'll ckeck/uitl mice checked with the supplier right
now. 1 rim/nm z'onJering if v‹•u could help me with »mething?
9 Please tell them 1 call/culled.
10 The fault is quite eriuus. 1 di›n’t think we're going to Curve/Juic'ing ph‹›nes until Tuesday at
rhe earliest.
tue»tion ›
Complete these questions.
1 is your ci›mpanj based *

people no yv›u empli›y?
3 percentage cif your business i• vid the Internet ?
4 jr›ur c‹ ›mpanj exp‹›rt*
5 department d‹› yr "a w‹irk in *
6 v‹›u in charge ‹›f add ertisiny ?
7 is responsible for your marketing .
f‹ did You j‹iin the c‹•mpany ?
9 v‹›u hnJ you spent to‹› much time ‹un the phone*
10 y‹iu like tr› •peak t › mv c‹›lleague ?
Now match these answers a—j with the questions. Write your answers here:
1 4
7 lP
a) Abu but hftv work i‹›r us. I) Yes, tt› the rest ›f St*uth Ameri‹ a.
b) Art›und thirrv percent. g) Yes, mr are dnd m‹›re.
c) My crllt ap ie. h) Is hc free *
d) No, 1’m not. i) IN
e) F•our years ago. j) The headquarters is in IHelsinki.
G8 Commercial phone calls

WGPdbaiIdii›,v
Complete these sentences with a noun form of the word in brackets.
The de liveF (deliver) was late again today.
1 We sell our (produce) all ‹›x er the world.

2 When can we expect (pay) ?
3 1t'• in {connect) with our ‹›rder.
4 There's tween a (delay at c ustoms.
5 1'll email It as an (attach).
6 1'd like t‹ › bti‹›k a (fly) t‹› Madrid, please.
7 We buy all our mobiles k‹›m a famous (manufacture) in Finland.
8 t“ould you give me *mmc ( inf‹•rm) on train times, please ?
Linker»
Read these sentences from an interview with a telephone manufacturer. Complete the
sentences with the linkers and linking phrases.
As As a result Beeeaee I ue to Hence ln responxe Therefiire With sit
t Becau se u cust‹›mer Jemands, we’re abiding new features.

2 many ot our customers n‹›w changing provider, we're lowering our prices.
3 the tall in home phone*, we’re intr during a new phone I r b‹›th home
mubile use. anal
4 tt'• more reliable, we’ll change.
5 ‹›f the rising c‹•sts, wt can nffer you a new package.
6 Pe‹›ple want it. we e11 it.
7 to market research, we're launching phoned in different c‹ilours.
8 Prnducti‹›n c‹›•t• have g‹›ne up the rise in prices.
i E . Fruran‹ luticn (*.zt‹1i ig e• i *p t p g$i ,t

Listen to these sentences and qnderline. the stressed word.
1 I'm reallY starry for that. 6 I’M hive ru j‹»n j‘‹iu.

2 1 Mr› apologize. 7 That s‹›und, great!
3 l'm atraid I just don't know. 8 We’re not x ery happy with our supplier.
4 Mt›nday w ill be tot› late. 9 1'm 5ure your priaducts are all ext:client.
5 I’m so grateful f‹›r yriur 10 I can bring one over personally.
help.
Listen again and repeat.
Commercial phone calls y

1"!uDerit A Itnle plavs
2 Making and taking calls
) Reasons for calling

¥‹›u w(irk in the 1 tuman Resources I *apartment ‹ ›t a c. mpanY. Anew er the phone. Jake the caller's
details
4 Leaving messages
t *all Rashid. Ask when he'll be back. Ask t‹› leave a message: j‹ou want him t‹ i call j‹›u ‹ in yiaiir m‹›bile.
5 Taking messages
Yr •u call L4artha but her c‹•lleague answers. Leave the fc llowing message: you need the report
‹in cust‹›mer tee‹jh2t § a• in email attachment I tive your name, number and email address.
6 Asking the caller to wait

t ’all and a•k t‹ i ape.ik ti› I tc riri Re iscr.

t all x‹ our ‹.o1league ab‹›ut a i isit by a ‹ lienr next week. Yuu wan r x‘‹›ur ‹ lleague tt meet the v1s1r‹›r at
•he airp‹›rt. t iive votlr ci ›1league the toll‹›u inu int‹›rmati‹ Sri about the t.lient’s arrix at:
S Ending the call

lt's i cry quiet in your i ltice tu‹Jaj. I *all a colleague and ask it they want ti › meet t‹›r c‹•ftec.
10 Booking hotels and restaurants

Yi›u rlnP Ren‹›ir'• Restaiirant. Y‹ru want a tnble mm •ix tin 1 *th I*erember at *.1 pm. Tw» gue•t‹ smoke.
Teleph‹*ne the train •tation. Find (but time,s cf trains to Derlin and ‹decide when ji›u want ro leave.
Ro‹ ›k tz o tickets ter a train. find out the price and give your credlt card details.
12 Dealing with telephone problems

t 'all y. ›ur colleague fr‹im j i our ini•bile • n the tr.ain. Explain You will be an h‹aur late f‹ ›r your meeting.
22 Making appointments
t ’.ill 4tr Fr inci›ne tt› arrange a meetine ‹›n Tuesday 25th at 3.15. The m‹•ctine w111 be in your ‹ Attlee.
Student A rolr pla •

23 Inviting people Ynu have tw» tickets f.›r lJial ’M’ f‹›r h\urder.
2 adults
Tclcph‹›nr your trienJ anJ invite him/her.
Dial ’\j’ f‹r Murder
24 Confirming arrangements spm
t nc i f the pe‹ iple in your department is Date: 21st up
‹ ›rg ani. ing \i ›ur Managing I*irector’• lean ing THEATRE
party.
1 tere i• the «i.he‹)ule but y‹›u hdve informatii ›n missing. t 'all to conhrm the arrangements.
4 yr 7N 6.3Elpin Mr’
5pin Pol decorations up 6.45 UY
fiTp›n Departments start arriving 7-f lTp Bu((e-l
25 A conference call
Yi›u are in rharqe rat training at yi›ur companY. Y‹iu want t › arrange English 1essr›ns ti•r stalt in the
sales det›artment. t all the sales manager tt› discuss: how many stalt* the test time/day!
27 Placing an order
t tall yuur supplier at 'Spyline’ anal place the iorder below:
CATALDGUE NUIYIBERPRODUCT DESCRIPTIONPRICEQUAłJTITY
3L II Vt Voice RYanger $58G 5

SL 14 Truth teller $478 2
TT SL S*all Pass $101 1
IS IP Phone Protector $315 10
»L 16
rP
28 Solving problems
You ordered •‹ ›me bri›chures fur a trade fair in Seattle. They haven't arrived. Telephone the delivery
‹ ompanv t‹› hnd out what they can vJ‹›.
29 Complaining and handling complaints

You dre staYing in a h‹›te1. ’Telepht ne reception and ‹ omplaln that: the televisi‹›n in your r‹›i ›m
d‹iesn't work; room service hasn’t delwered dinner and you ordered it an hour agm; there aren’t any
t‹iwel› in your room.
30 Selling on the phone 1

You run a c‹›mpany called ‘Netdesiqn’. Yr›t1 desiqn website t‹ r :ompanirs. Rine a cust‹ ›mer. Find out
if they have a website and arrange a sa1r• visit.
31 Sellin f'• on the phone 2

You saw an adve.rt in yesterday’ newspaper for computer printer cartridges. Large ‹›rders z'ill receive
20a ott il you i ›rder before the end of the m: nth. t 'all the cnmpanY.
Student A role plays

Student B Rule plays
2 Making and taking calls
Y‹iu are the receptionist at Alt? computing. Answer the phone met ask f‹ • rite caller'• name. t 'i inn<•ct
the caller to Louis.
Ni›w you are 1.r›ui•. Answer the phone. Stay y‹›u dt›n’* have time t‹i talk. Ask the caller to rall later.
3 Reasons for calling

Y‹›u saw a job advert in the paper for the pt › ition of trainee manager. Yi•u'd like tu apply l‹ r the job.
t tall the Human Re• iurces Department anvl ask them to send yuu details. t )ive y›aur name and address.
4 Leaving messages
Answer the phone. Rashid is cu• i if the oNice t‹ day. Y ›u d‹ ›n't know when he’ll be back. Take
a mes•aqe fur him. Take the caller' m ›bile numher.
5 Taking messages
Answer the ph. inc. blartha is nut. Take a message ti ›i her.

Y‹›u wt›rk in Henri Refer's ‹ ftice. Answer the phone. I Jtnri i talking on another line. Find nut if the
caller wants to wait.
Y‹‘ur culleaque call* ahnut a x i•tt by a client next week. Write d'›wn rhe infnrmacion ahuut the clienc’
arrival at che airpurt.
C Ending the call
Answer the phone. It's a colleague . You’re VERY busy t‹iduY.
Y‹›u are the manager ref Renoir’• restaurunt. An,swer the ph‹›ne and take a h‹›r›king. Remember to a‹k f‹›r:
- rust‹›mer's name! - number of guests ° - date and time
a contact number - •m‹'king or non-smoking table ?
You work at the train station. Answer the ph one «nd Departure times Anlval tlmes Price
answe r the questions about trains tc Berlin. I •e this 0835 1315 42 euros
t.ravel inft›rmation. Take the c aller'• b‹›t›kinq. Find nut: 1205 1650 42 euros
- how many tickets - give price 1523 1940 37 euros
- which train - take credit card details
12 Dealing with telephone problems

Y‹›u’re waiting for yuur colleague tu arrive. Yuu have a meeting with hirer and y‹iu can't meet later
on. Answer y‹›ur colleague's call. It's a really bad line.
"2 Stude.nt B role plays

blur are Mr Fran<‹•ne. Y‹›ur ci ›11eagiie r, ll• t i arrange a meeting. You have a day i ›lt on Tuesday 2 Cth.
You are tree at 3.1$ ten the next day. find out u here the meeting i•.
23 Inviting people
Yuur friend calls and inc item j‹›u t‹› the theatre. find out when it is. Act.ept ›r decline.
24 Confirming arrangements
Y‹ iu are i'ryani:ing your managing ( irec t‹›r’s lead inc party. I tere i• yr iur i urrent schedule. Yc›ur
b‹›ss call to c‹›nhrm the arrangements.
2,5 A conference call

Y.•u are a sales manager. The c‹›mpany wants j our staft t‹ have English le•s‹›ns. Yi›u have ten stat{
hui ther are verr busy and s‹›me don’t want English le,sson.•. The only time f‹›r lessiins would be aftrr
w‹•rk at fipm but n‹ ›- *ne wants r‹i sray late. Tulk t‹i tht training manager and rq tt› find a s‹›luti‹›n.
27 Placing an order
Y‹›ur wi›rk at .<pyline. Take a u•ti inner’s order and ‹ ‹•mp1ete the ‹rrder f»rm beli›w:
CATALOGUE NUMBERPRODUCT DESCRIPTIOSIPRICEQUANTITY
Voice t $586
Changer Truth
teller $J01
t 'all Pass
25 Solving problems
âr'u wi ark ft›r a delivery ctimpanv. A regular customer calls « ith a problem. What action will yuu take ?
29 Complaining and handling complaints
You work in a h‹›tel. A customt'r calls you with some c‹implaints.
30 Selling on the phone l
Answer a call fr‹im a i,ompany which design web itch. You di›n’t have a website so you are interesteii.
Arrange fair the pr reign to v i«it.

¥ou work for the ‘Print Mat hine'. Yriu have a •pec,ia1 oHer ‹in printer cartridges at the mument.
Take the cu tumer’• details and otter to x isit his/her r‹ mpani.
Student B role p ays
Listening scripts
Essentials 3 Hello. Freddie speaking./Hi Freddie. Its 4 Hello. Job applicatitms./Hello. I'm
V/altec. calling about applying for the ]ob
1 Answering the phone in todays paper.
4 Oh hl. How arc you!/Fine clanks.
Ha›'c I cung you ac a bad
RECEPTION Good morning. moments/I'do. It’s ftne. 4 Leaving messages
AIC computing.
JOHN Sales, please. 3 Reasons for calling
RECEPTION One moment. “/ § kOSlNE Hello. Accounts.
SALES› Hello. Sales. Can 1 help you? 1 • 1 found yout company in the phone GORDON Hi Rosinc. ie's Gordon. Is
JOHN Yes. Can 1 speak to Vitale Marini, directory and I'd like some Rashid there?
please! information about yout products. Can ROSiNE No, he isn’t. Ecr ... he isn’c
SALES Ccna inly. One moment. I Speak to someone about receiv Ing »‹ his desk. Sorry €iordon, w'e
a VlTALE Vitale Marinl speaking. bfOBhuTc Or catalogue, pleased think hes in a meeting.
JOHN Hi Vitale. It’s John Peterson hete. mainly. One moment. I'll put GORDON Do you know when he’s
you VITALE Oh John. How are you! through freed ROSINE I’m nnc sure. I hope
ep 2 2 - HI. I’m calling in connection with a he‘ll be back
at eleven because I’m meeting him
1 Hello. AIC Computing. Can 1 help a friend of payment for che last job I did. I s‹ill haven’t
you!/Can I speak to Vitale Marint, Freddie's./Onc received any money.
pleased moment. I’ll put you - One moment. Let mc just sec i/
2 Hellp. Vjta}g Marini through. someone's available to deal with this
speaking./Hi Vitale. lt's John
Peterson here. 3 - Hello. The teason I'm phoning is because
3 Oh John. How are you!/Fine of some rewrttable CDs that we bought
thanks. And you2 from you. I’m afraid there's something
wtong with them ...
2 Making and taking calls - Oh I‘m sorry. You need to speak to my
colleague. I’ll try his number for you.
4 • Oh hello. lt's with tegard to the adven fot
\f/OMAN Good morning. AIC the post of secretarial assistant in today's
computing. Can I help you! paper. lt says 1 can get more information
'\vALTER GEIGER Good morning. Can on thts number about the vacancy.
speak to Vitale Marinl, please! - Thac’s right. I’ll just connect you to the
w'OMAN Who’s callJng/ person In charge of this ...
'x/ALTER GEIGER This is halted 5 • Hi. It's about the English lessons
Gclger. which are starting next week. Well, do you
I’m a kiend of know if anyone can attends
Vicales. WOMAC One • Sorry. 1 don’t know anything about it. I’ll
moment. 2 transfer you to Silvia. She might
DIANA Hcllo/
MI CDRI Hi. 1s that 6 • Hello. 1 placed an order with you tiiis
Diana? DIANA Yes, morning and I’d like to change something.
speaking. - Sorry, you’ve come chrough to the
MI CDRI Hi Diana. It's Midori. v’rong extension. I’ll put you back
DIANA Oh hi Mldori. 1 didn't recogni:e through to reception and they’ll be able
your voice! How' are your to connect you ...
LOUIS Hello. IT Louis speaking. 1 Hello. AIC Computing. How' can 1

SILVIA Hi Louis, chis is Silvta at AIC help you!/l'm calling in connection z'ith
computing. the job advert in the paper.
LOUIS Oh hi Silvia. How are you! 2 One moment. Can 1 have your name,
SILVIA Good thanks. please!/It’s Ray Graham./Onc moment. l’ll
LOUIS What can 1 do fot you! put you through to Human Resources.
SILVIA Gould I speak Co Freddie, please› 3 l4ell‹n. Human Resources./Hello. l’d like to
LOUIS Erm. He lsn’c at his desk. I'll apply fot the yob in today’s paper./l’ll
just just connect you to the person In charge
ask someone ... of this.
"< 5
1 Hello. AIC Computing. Can I help
you!/Can 1 speak to Freddie,
please I
2 Sure. Can I have your name,
please!/This is Waltet Geiger. I'm
then. tonight! Gordon called !
GORDON Can 1 leave a message I RASHID Yes. OK. Whos calling? ROSINE Sure.
ROSINE No problem. MAN lt's a friend. She'll know «'ho it is. CiOREDN 1s that Roslne again !
GORDON Please ask him to call me back. RASHID Bye. ROSINE Yes.
ROSINE I'll tell htm. GORDON Oh hello, Rostne. Thanks.
GORDON Byc. ROSINE Hello. Accounts. Bye.
GOREDH Hello, can 1 speak to ROSINE Bye.
RASHlD Hello. Rashid speaking. Rashid, pleased •• 1 0
MAN Hello, can 1 speak to Rosine ROSINE I’m sorry but he’s on I Hello./Hello. Can 1 speak to Midoti in
pleased another call. Do you want ro Marketing, please I
RASHID I’m afraid not. She'i out at the moment. ho!d? 2 Who's calling!/This is Sllvia Ttevor.
Can 1 help? CiORDON No, its OK. Do you 3 Can I ask what it's in connection
MAN Err ... no it's OK ... err ... Can you ask know' how' long he’ll be ? wlth!flt'S with regard to sending
her if u'e're still OK for iix o'clock ROSIN E l'm ai\-aid not. 1s it urgent ! some brochutes.
GORDOH Yes. Can you say
4 One moment ... Lec mc check. I’m website addreu is: wuv, dot, Goodbye.
sorry, she’s cut thts morning./Dc m, hyphen, sterligova, dot,
you know •’hen she’ll be back! com, slash, htm, underscore,
5 I’m aI\aid I don't /Can 1 leave a test, T-E-S-T, stx, six, doc. 1 )osef Marogg. M-A-R-O-G-G.
message for her? !dAN OK I’d better read chat 2 Oottore Palgimi. That’s P-A-L-G-l -M-1.
6 Sure. No problem /Can you ask her back to you. It 'as www; doc, 3 Ms Hansen. H-A-N-S-E-N.
to call mc back on my mobiles m, hyphen, sccrligova, doc, 4 That’s T-O-l-M-l-T-U-S-J-O-H-T-A-J- A.
7 OK. Can 1 have your mobile com, slash, ’H' as in 5 Scnhor Lopo. L, ‘O’ as in ’Oslo’, P, O.
number, please!/lt's oh double 'Hungary’, 'T' as in 'Turkey’,
seven nine oh, five three nine, ‘M’ as In TEIXElRA Hello, is Martha there I WOMAN l’m sorry
double tuo double nine. 'Madrid’, underscore, test, she’s in a meeting.
8 That’s fine. I’ll give her your sixty-six, dot. MARTHA That’s Can I take a message!
message. Good bye./Thanks. Bye. right. TEIXElRA Thanks. Can you tell her ...
MAN OK. Anything else ? WOMAN Sorry, one moment. l’m )ust getting a
S Taking messages MARTI-IA Just if he can call pen. OK. Go ahead.
me back. MAN OK. TEIXElRA Can you tell her Teixeira called!
MARTHA Hello, is Herman there! MARTHA Thank you very WOMAN Can you spell that? TEIXElRA Yes, it’s
MAN One moment. Can 1 just put you much. T-E-l-X-E-l-R-A.
on holds WOMAN Sorry is that T-E-‘I’ as in 'Italy’ or T-E-’A’
MARTHA Yes, OK. as in ‘Australia'?
MAN I’m sorry, he's with a client at the TEIXElRA '1’ as in Icily.
moment. WOMAN OK. And has she got your
MARTHA Do you know when he'll be number!
freed TEIXElRA Yes, but I'll leave it just in case. lt’s
I tAN I’m afraid I don’c. Can I take a double 0 351 567 double 1 0.
message! WOMAN And • hat's it in connection with?
MARTHA Thanks. Can you tell him ... TEIXEIRA I need the re{›ort urgently.
MAN Sorry, one moment. I'm just Please email it. My email is teixlopo, at, lisboa,
getting a pen. OK. Go ahead. hyphen, globe, dot, pt.
MARTHA Can you tell him Martha WOMAN OK, I’d t›etter read that back to you. I t was
called I teixlopo all lower case, at, lisboa, hyphen, globe,
MAN Martha. As In M-A R-T-H -A! dot, pt.
MARTHA That’s right. TEI XEIRA That's right. WOMAN OK.
MAN And your Surname? Anything else!
MARTHA Sierligova. TEIXEIRA No that's it. Thank you very
MAN Can you spell that! much. Goc›dbye.
MARTHA Yes, it’s S-T-E-R-L-l-G-O-V- \4
A. I Hello, Is Martha chem'/ I’m afraid not.
MAN Sorry 1s that S-T-A-R, ’A' as in Can I take a message !
2 Yes, ylease./OK. Go ahead.
,'A$ mp ste, rdam' or S•T E•R, ‘E’ as in
3 Can you tell her Teixeira called?/Can ycu sj:›ell
MARTHA 'E’ as in ‘Egypt’. Sterligova. that!
MAN OK Mariha. And has he got your 4 Yes, it’s T-E- I -X•E•l-R-A- /1’dbetter read that back to
number! you: T-E-1-X-E•l -R-A.
MARTHA Yes, but I'll leave it just in 5 Thac’s right-/And whac’s it in connection
case. It’s double 0 39 456 7 double 1 wlcht
0. 6 I need the report urgently. Can she email it!
MAN And what’s it in connection with! /Anything clse//No, tAat’s it. Thank you very
MARTHA lt's about the website. Can much. Gccdbye.
you tell htm to takc a look at it ! The
6 Asking the caller to wait MALCOLM Oh. • That’s right.
MAN lt’s OK. Hang on a - And he’s coming from Tampere on
MALCOLM Good morning. Can I speak to second. I’m looking for flight AS, three, three, five.
Doctor Alfonso in Research? his extension number ... - Not 'AS’ - ‘AF’. ‘F’ as in 'Finland’.
Here we are. Let’s cry - Oh yes, of course. AF, three, three,
WOMAN Please hold. I'm putting you
chis. (pause) Sorry, he five. And did you say he leaves at
through tight now.
isn’t answering. Maybe three fifteen or lands at three fiftc en
MAN Hello. Research ? MALCOLM
Hello. Is that Doctor he’s working down in ?
Alfonso’s office ? the laboratory. Erm .. - No. He lands at three fifty: five zero.
MAN No. Sorry. He works in chc office Just bear wlth me a - Oh OK. Got that. Fine. OK. We’ll
next door. moment. look forward to meeting him.
DOCTOR Is
Hello? 1 Let me read that back to you.
MALCOLM Engineer Eskola arrives at the factory
Doctor Alfonso' at eleven o’clock./No. He arrives at
EDCTOR eight o'clock.
Speaking. 2 Oh sorry. And he has a
MALCOLM Hello. lt’s Malcolm. lunchtime meeting with the
DOCTOR Oh hello Managing Director./No, he has
Malcolm . . I'll be with a breakfast meeting.
you in a second or two ... 3 OK. And he arrives on
I’m just dealing with Tuesday, yes!/No, he leaves
something, sorry to keep on Tuesday.
you waiting ... Listen, 4 And he flies back from Gatwick
Malcolm, are you OK to
v’ait a couple of minutes
or do you want to call
back !
MALCOLM lt’s OK. 1
can tell It's a bad
moment. Speak to you
later.
DOCTOR Thanks Malcolm. Speak
later.
*
u
G
1 Hello. Sales department.
2 Hi. lt’s Malcolm./Hi
Malcolm. How can 1
help!
3 Can you give me the
price on item 334?3ust
bear u'ith me. I'm
opening the document
now. OK. Here it is.
4 Great. And what’s the
price '/b e moment. I’m
Just looking for it. OK,
it’s five hundred and
thirty-six dollars.
5 Thanks a lot./ls chere anything else'
6 No that’s all. Thanks. Bye.JBye
Malcolm.
7 Asking for repetition and

clarifying
- OK. Let me read

that back co you.
Engineer Eskola is
arriving on the
thirteenth of july.
- The ihirtieth: three, zero.
- Oh sorry. So that’s the end of July.
airport./No, from the City airport. • Thanks. And how many nights is that RENOlh'S Fine. ls there anything elst//
5 And did you say BA, six, six, one or for! No thanks. That's everything.
BE, six, six, on• !/BA: ‘A' as in • Just two. RENOIR'S We lc›ok forward to seeing you
'Amsterdam'./OK. Thanlu. 1 think • And when is that for exactly ! then. Goodbye./
I've got it now'. - The llth and l2th of July. Gor›dhye.
• Is thac a single or a double rcom/
8 Ending the call - '\X/cll actually its (or mc on the first 1 1 Booking transport
20 night and chcn my wife will be staying
1 - Scrry, but there’s nmonc of that with me on Ehe nexr n›ghc. - G‹:xxl evening, Central tratns. How
name w'orks here. - OK. So a double roum on froth nights. may 1 help you!
• Is that Wells and cc›! Bill ‹has L< OK! - Hello, l’m calling for .some
- No, surry. - Thar's fine. Information about trains to Atlanta.
- Oh I'm so sorry to have bothered • And can I have a credit card number to • OK.
you. secure Che reservacinn ! - Are rhcre any more crains leaving this
• That’s OK. Goodbye. - Yes it's a Visa card. It's 6677 3424 0798. evenings
2 - Wrry. Musc gc. G‹›‹ another meeting! • And the expiry date1 - Lee mc check. Nu, sorry it looks like
- OK. See you at seven. • Decc‹nher 2010. \'ou’ve missed che lasc one coday.
- Thanks for calling. - OK. And can I cake a concacc number - Oh dear. 1s there an overnight rraln!
. . . we need fifry more straight away Mr Zhctu/ • There is. It leaves at ten minutes
so it you could lec me knuw tomorrow • Certainly. My mobile’s 08993, 8679, past nne.
morning I’d appreclace it. My 4876. - Oh. How many crams are
number’s zero double seven, three Your - Righc. Thac’s everything. You kave a chcre tomorrow !
nine, Your slx seven six. Look forward duublc ruom fur t›vu nighcs n¢xt week, - Just the one. lt leaves at
co hearing from you. Bye. reference number RF239. Would you thirteen thirty•three.
- Your seat is beuked. It ie:ives from like con£rmaticn in u’riElng Mr Zhuu/ - OK. I’d like to book a sleeper
platform five at eighc fifceen. - No, it's alright thanks. ticket on the night traln, please.
- Thanks very much. • 1s there anything else 1 can do for • OK. I'll need your name and
- Is cherc anyching else I can help ycu you coday! credit card number.
•’ich coday! • No thank you. • How much does it cost!
- No thac’s iE. Thanks v¢ry mu«h. • be louk /orn'ard tc› seeing you - One•way or round trip?
• Sorry I'll have to stop you there. I’m nexr month and hope you have a • Onc•way.
cxpcccing another cnll ... nice stay with us. • That'll he .. . nincry four dollan ...
- OK. ( u’ondcr lb I cc\lid call you again • Thanks. Cioodbye. • Good evening. Fast Cabs.
in a month’s time ... jusc co see it “• 22 • Hello, I need a taxl to take me to the
you’re still infercsced! 1 1 need a room for the thirteenth, rrain station.
- Yes. Ok. please. - Where yom!
- Thanks fur your time. 2 I'm staying until the fifieenth of - I’m at eighty•nine Melville Street.
- (ts been nice talking co ycu. Bye. next month. - What time is that fort
6 - I’ll need co check wirh my manager 3 UI last visit here was on the first • How long docs it take to the station 1
and sec i( we can give you a of May 192g. • Ahout half an hour.
replacement. 4 My credit card expires in September • Ok. Can it pick me up at a quarter
- When can 1 expect to hear from you ? 2oo6. past eleven ?
- Tomorrow morning. 5 Sorry, can I ehange my reservation on - Ho problem. And who is rhat Perl
- GorxJ. the twenty-fifth of December ? - Ms Meier.
- AS I say I’m very sorry abeut chis. .' 24 - OK. Thac’s reserved fnr you Ms Meicf.
- Thac’s OK as lung as you can change
ic. Goodbye. RENOIR’S Hello, Renoir’s. How may I' 26
- .Sorry, 1 can’t hear you very well. Gan help you today!/
you speak up! Hellc, I’d like co book a table, please.
- Why don’t you hang up and try 7s RENOIR'S '\X/hen is ic for!/
again! Tuesday the tenth of April. RGNOIR’S Can I
- OK. Speak tn you ag«in in a minuce. have your name,
please!/ Mr Zhou
Everyday phone calls RENO1R’S in you spell that!/
Z-H-O-U
10 Booking hotels and restaurants RENOlR'S And how many people is that
- Hello. The Tivoli Hocel. This is Tania Six people.

speaking. Hnw may I help you hEHOIR’S Smoiiing or non•smoking !/
today! Smoking pleiisc.
- Hello. I’d l!ke co b‹x k a room for RfiNOlR’S What time is that for exactly!/
nexc month. Nine o'clock.
- Certainly. Can I have yc›ur name,
please!
• Mt Zhou.
- Sorry. Can you spell that?
ZHO.U
Good evening, Cenrrum trains. How may 1 midday and the other at a S And is that a single or return !/A single.
help you!5’d like a train ticket to Warsnw. quarter to four /OK, l’d llke 6 Right. So that s a first class, single
2 OK. When would you like to to bonk a ticket on the ticket./How much is thai!
travel !JAre there any rrains leaving this midday train. That'll be one hundred and eleven
afternoon! OK. Would you like a first or
Let me just check that. OK. There are second class seat!/First class,
two this aftemc›on. One leaves at please.
Listening scripts
euros. Can 1 have a credit card
currently busy. Please tty again later. account number I
number to guarantee that booking
5 Due ‹o che high volume cf calls ynu are VADALA Yes ... che number is 022 3J5
?/Visa, 5443, 6834, 0581, 9064,
currently being held in a queue. We 367.
expiry 06/09. apologize for the delay. Your call is SALLY That’s great. And can you teli me
8 OK. That’s reserved For you. Thank important tc› us. the first line of your address!
you 6 Hello, this is Mack Jones’ ofice. Sorry, VADALA It’s 45 Hensell Street.
very much. Have a good I’m unable to take your call at the SALLY That’s fine. And finally your
joumey./Goodbye. present moment. Speak after the tone. surname ?
12 Dealing with telephone
VADALA Vadala.
14 Leasing voicemail messages sArrY And the iniiial of your £rst name!
problems
’ • 19 VADALA 'C’ for ‘Christina’.
,2¿
1 - This Le the voicemail of Bernard Lalo. SALLY OK MfS Vadala. Thonk yOU Vfl
I - Hello! Hello! Sorry, 1 can't hear you! I’m afraid i*m unable tc answer your much. Let’s have a lc›ok at your
It’s a really bad line. No. Speak up. call at che moment. Please leave a OCCGU£’It. YOU Said ic was this month! Is
Let’s put the phone down and try message after ‹be cent. that right!
calling again later . . . - Hello, Bernard. My name’s Stephen VADALA MCS.
2 - Hello. Oh hi Sara. Yes. Sorry. Sorry, 1 Bougin. I work for Hankel SA i» SALLY Andwhat exactly was the
didn’t catch that. Can you speak up? Benn. Yeu mighc remember rhat we amc1unt'
Yes. l’m calling from my mobile met at a conference in February in VADALA A hundred and fifty cums.
outside the station. Look Sara. Let Lyon. You suggested ) call you at some SALLY OK. I’mjust looking.
me call you back in five minutes . . . stage to discuss a New ideas. Sorry I VADALA AndI pay it by direct debit.
w-hen I’m inside . . . yes ... it’s too didn’t call sooner but it’s been busy SALLY Right.
noisy here since ) got hack. Anyway, it’s just to VADALA But this monrh It went cut
... yes ... in £ve minutes . .. let you know I’m interested. You can twice.
3 • Hello. Is Aiko there! contact me on 00 41 758 6178. That’$ SALLY 1 understand. OK 1 think l’ve
- Sorry, Aiko doesn’t work In this 00 41 758 6178. l won't be in this Ê OUfld ft . . •
office. aftemoon but you can normally rcach fi 34
- Oh sorry to have bothered you. ) me between nine and tweivc. Or I’1Ï 1 Hello, Sally speaking. How may 1 help
must rry calling you again tomorrow. Look you today i
have got the wTong extension. forward to speaking to you. C‹-›odbye. 2 l’m calling ain›ut my bank
- No problem. Try Aiko on account./Right.
exrension 3166.
4 - Hello. Oh hello. Yeah I made it. It's
not bad. ltd a four star, but there’s a
sauna so I thought I might use it later
on. Socry Olga. Let me call yuu back
on the ocher phone. I’m on my mch!le 1 5 Language review 2 3 And l’d like to know how much 1 have
and my baccery’s very Ion’. I rhink °* in it./l understand.
we’re going Co get cut old any moment. 1 I’ll put you through. 4 Can you tell me!/Before we begin 1 just
Yeah, I’ve got your number. I’ll call 2 How are you! need to ask you a few details first. 1s
ycu straight bacL. 3 lt'S ilgCS Slf'1Ce we Spoke. thilt OK?
5 - So that time do you chink you’ll be 4 I'll be in all day. 5 Yes, that’s £ne./Flnt of all, do you have
arrivlng! 5 Sorry, l can’t hear. your account number!
- Well my flight lands at three ... 6 I must get on. 6 Yes iC’s 022 335 367./That’s great. And
- Hello' 7 She isn’t in teJay. can you cell me th¢ first line of your
- Hello, it's me again. 8 Could you tell him ) called! address!
- Surry 1 don’t know what happened.
9 Do you know »-h¢n they’re backs 7 45 HenScll Street./Thac’s fine. And
• No the line just went dead.
t0 I’ll try calling tomorrow. finally your surname
• lf it happens again, try my 8 Vadala. V-A-D•A-L-A./ThaC’s great.
home number.
Telephone skills ‘"‘ ’”u'
13 Recorded information and ” S o’’ ’alk
phone mcnus 18 Telephone manner
£lms, press 1 ; to book tickets, afraid ali our iines are
press 2 .. .
1 The number you are calling has
3 Sorry, the number you have
been changed. Please dial the
called has nor been
following number: oh four five, two
recognited. You have not
nine five, oh four oh six.
been charged for this call.
2 Thank you for calling our cinema
Please replace the handset.
customer hotline. Please select one
4 Thank you for calling
of the following options: for details of
lnterstate Finance. l'm
c›ur
SALLY Hello, Sally speaking. How may 1 MIOORI Hello!
help you tnday! DIANA Nl. Is that Midori'
VADALA Oh helm. My name’s Mrs Vadala and I MIDORÏ Ycs,syaLtng.
have a bank account with your bank ... DIANA Hi Midori. It'i Diana.
SALLY Right. MIOORI Oh hi, Diana. S‹›rry, 1 didn’t
VADALA And I’m calling abciut a mistake on my recognize your voice.
account. DIANA How are yout
SALLY I see. MIDORI Fine thanks. A nd
VADALA Y¢s, I seem to have paid the same you? DlANA Good.
amount twice this month. MIDOR I lt’s ages since we spoke.
SALLY OK. Before w'e hegin I just need to aslt DlANA Yes, it is. Not since the Dublin
you a lew details. Is that OKS trade fair two years ago.
VADALA Yes, chat’s line. MIOORl So how are Nick and the
SALL First ‹›f all, do yciu have your bids? DlANA They’re fine. Nick’s
away in
Budapest.
MlDORI How old are the kids now!
77
Phrase bank
Essentials
Answer the phone I iood moming/attemtv›n/evening.
I “.an I help yi'u ?
scales.
. . . speaking.
ltell‹›. Three live one, •wu ‹ ›nr ‹me
t3ffer help
Ask to speak to someone t 'an,'t ’‹ Jul.i I speak t‹ › . .., pleast ?

I'd like t‹› speak tu ..,
l,• ... there.’
IN› you kn ›u' when he’s tree?
Ask who’s calling
Say who’s calling I•’s . . . here.

This is . .. (name rit .. . (name ›ol c 'mpanY).
I’m a triend/c‹ -lleague of . . .
Greetings hells. FJ‹›w ure yu s °

Nice re hear fr‹›in v‹•u
again! l didn’t rec' ›gni•.e
y‹›ur x eice lt’s ape• since
we spoke.
Give a reason for calling
I ,an 1 speak te s‹'mc.sum dbout . . . .
I’m calling in ‹. ›ririe‹ tion with . ..
the reason I’m phi ining is ...
I’m phoning/calling to ...
It’s with regard tt . . .
It’s about ..
Connect the caller
I'll put you thr•Hugh (t‹ •l . .
Let me just see if • •me‹*ne’• at ailable I
tr›J . l'll try hi* number f‹rr y‹'u.
I’ll rust conned t jt›u (t‹• . . .
I’ll transfer you (t‹•l . . .
82 Phrase barr
Ask the caller to wait L ne moment.
l ‹' y. ›u want to la‹•1d !
I 'an 1 just put you on hold.
Please h‹›ld.
Are vuu t K t‹ wait a i ‹›uple of minutes?
lust Year with me a m‹›ment.
I lane on a sec‹ind.
Check the person who answers 1s this a g‹›i d mnment

has time to talk Have l rung yuu at a bud m‹›ment.
t. ’an we talk now or later!
two yi,u have a second *
Ltd yr ltl fidflt ITIC ti i Call lateT)
Are y‹ iu busy right now *
Ask the caller to call back later f+› you mlr«l calling back thu al tem‹ «›n?
.Sorry, can yuu call again later?
I*o you mind ralling bar.k this afternoon ?
Explain the person is unavailable lorry, the's unax amiable at the m‹ ›menr.
tche can't eet I.o the phune right ni›w.
*he's in a meeting/at lunch/nut of the ‹
Attlee. I'm sorry, Jrut he’d on another r.all.
Leuve a message 1 o you know how lonP he'll be *
F*t› you knc›w when sh•'s tree!
t. !an I leax’e a message !
Please ask him t. › call mc bar
k. P1ea,se • w l cdllei).
t ‘on you ask her t‹ › i d11 me 1 ai,k ?
t ’an 1 leave m\ phone number!
Take a message 1 don’t kn‹›w when ‹he'll be bar.k.
£ an 1 take a me•sape*
I ’.an 1 eivc him a message °
I’m just petting a pen.
I *K, I in ahead.
W'hiit's it In connecti‹›n wlth
* I ’an y‹iu spell that°
Any thing else?
Let me red‹) that ldc k t' i v‹›u.
l'll give her Your message.
Show you're listening/
show interest 1 understand.
That'• fineJereat.
l• that rieht ? l• that UK:
Really ?
Phrase bank g1
Ask for repetition and
clarification
Please speak up/more slowly.
Can you repeat that ?
Would you mind saying that again?
Do you mind repeating that ?
Speak more slowly, please.
Clarify
Sorry, 1 didn't catch that.
1 couldn't hear you, I’m afraid.
I'm sorry; I don’t speak English very well. C.an you repeat that!
Let me spell it. 1t's W-A-Y-N-E. Got that

End the call
Let me read it back to you.
So that’s ’A' as in ’Amsterdam’.
It’s thirty: three, tero.
Is there anything else 1 can help you with today i

Sorry I'll have to stop you there. I'm expecting another call.
1 wonder if 1 could call you again in a month’s time ?
Thank you for your time.
It’s been nice talking to you. Bye.
Refer to future contact
Sorry but 1 must go now.
Thanks for calling.
Goodbye. Bye.
OK. See you at seven.

Look forward to hearing from you. Bye.
When can 1 expect to hear from you?
84
Phrase bank
Book a hotel/restaurant
I’d like t‹ › b ›r' reserve a . . .

I I‹ ›w mans .. . is that f‹›r?
When 'hat tirrie i• that for e xdctlj *
1s that a ...
t:an I have a credit card number to •e‹ ure the rest n attr ›n ?
I 'dn 1 take a c‹ ›ntact number ?
W ould y‹'u like c• ›niirmation in writing?
Is there anything else I v an Jo ft ›r j‹ou ti ›ddy !
Book transport
We l‹›iik tt 'rward to seeing \t u . . .
1’d like tr› bi Ink a

... I need a .. .
Are there any more .. . lean ing t ›Ciai !
Is thert• a ... ?
flt›w many . . . are there
t‹›morrow:’ I low much d‹›e• it
cust *
W'hat time is t!iat ter*
Deal with problems
thaw long blocs it takc tu .. .
t *an it p« k me up at a quarter past elex'en!
It’s a bad/cro•sevi/taulty linr.

Alt Marten ’s v cry luw.
Yr u'rt• bra iklng up.
rh› r‹•ceptiun's terrible.
l can’t heur a thing.
lt’• «in nriisy here.
ltane up dnd try dgain.
Let me cdll you bar k.
Leave a recorded message
(’an you hear me t*k?
t an yr'u speak up?
iJ e11•'. fhi* i* . . .
I’m ä trdÎd l’m ‹'ut of the ‹›fÏi‹ t /c.in’* get to the pht ne right ri‹›w.
Leave a message on a Phase leax‘e your message atter the tune.
voicemail/answer machine t *r c'all me on . . .
Helm ›, thl* is . . . imN name's . . .

Just calling t‹ › max
It’s in connectt‹-n w'ith ...
t ’all me at the ofltce.
You can reach me at ...
I'll try callinn main ti ›morrt›w.
If yc•u’d like t • call mc' bac.L/give me a ring, mY number is
L‹ wk forward te speaking to you./*peak -i ›rin.
Phnse bank
se
Inviting
W‹ruler vnu ltke tc . .. *
Hew ahaut .. . !
Why d‹ ›n't you Join us . .. '
Dti v‹›u tancy . . . ?
That would be great.
That's very kin.i ‹ t yuu .
.. I'M like that very muc
h. That sounds nice.
t h l’d have t‹› (hut) . ..
Make appointments Thanks verb much (hut) ..
l'm calling tu hx/arrange/make

... Lies WednesJay suit y‹›u!
H‹›w aF• but next Monday ?
V’hic!h wnuld be convc•nient fler y‹›u ?
1s ten thirty C*k?
Which day are you thinking uf?
t ’an we sts ne it t‹ › Friciav !
I'm atraid I'm unavailable ‹›n . . . /1 an'r make i• then.
That s‹iuni)s hne.
*o that'• Thurv)av at *w‹ › o'i.l‹›ck.
I'll c•›nhrm it by email.
Manage a conference call I «›k fi•mar i t‹° it. Bye
Are vt›'i there Stm‹›n!

t. ’an yuu hear me?
flanks tt •r joining us that.
ltte rcasnn tor this meeting is . .
. .. i• in charge ‹4 . . .
.. . wants ti• •aY s‹›metliing . .
â• ›, to summarize . . .
Participate in a conference call
Let’s ‹peak aoaln in . . .
What d‹› vuu think *

Hnw Cm you feel about . . . ?
I think that . ..
In my opium ›n ...
I agree/drsderee/Ci‹›n't agree.
I llke that iClea.
Place an order
I see what you mean.
I'd like tu plare an c›rder, please.

t '‹ ruler I have .
t ’an I a1st ' enter a ...
I’ll or ter . .
Trhen can I expect cielivcq *
C’an I pdy I j c redit card *
Phrase banr
Apologize/Solve problems
I’m rrallv sorrY.
l’m «math that ...
Complain 1ll,nJ ..
I’ll check . . .
I’ll ‹ all you back . . .
Handle complaints I’m calline t‹i c ‹›mpl ain ah but . . .
Th e items were late/d‹in’t wi ›r are wr‹•ng .
. . I’d like a . ..
1 et me see what I ‹.an Jo aha ›ut this.

(3o v‹›u have a reference number l‹ r it ?
I see./I understand.
Sell I’ll call tour warehouse.
*‹ i the ‹order z as a u eek late . . .
I’m sc›try, but . . .
I‘m calling to tell yuu aln›ut/ ntroduce .. .

W‹›uld you be interested . . .'
I ‘an I a«k li‹iw you hr•ard ‹rt u•'
Hid s‹ met›ne re‹ immend us ti› y‹ 'u *
The prod lem w ltli . . ’Because t . . .
U'e ‹ alter . .
I’ll •end yi•U d I r ie hurc and then dll you again early next u’eek.
Phrase bank
Answer key
1 Answering the phone F
A 1 Gocd morning. Can 1 help you!
Person 1 (Main receptionist): 2 Hello. in ycu put mc through tc Vitalc, please'
green the caller 3 Certainly. Can I have you name, please.
says her companys name 4 Yes, it’s Walter Geiger.
S One moment Mr Geiger.
Person 2 (Sales recepti‹inist)
says her department's nance 6 Hello. Vitale speaking.
offers help 7 Hi Vitale. lt's Walter.
8 Oh hello Walter.
Person 3 (Vitale Marini) 9 D‹› you have a second or do you want me to call later!
says his name 10 No, noxv is fine.
greets the caller
3 Reasons for calling
B
A
1 T 2 F 3 F 4T
a) aypty for n jcb
b) arrange a cnurse
1 Good morning.
c) make a complaint
2 Hello.
d) place an order
3 Can 1 help you? e) query an invoice
4 Can 1 speak to I) request a catalogue
5 speaking
6 li’s HUlTldFi ReSOU£CeS - ilpply (0£ it jt0b - Cdll 4
2 Making and taking calls AftC£ S;2leS — ffl8ke O COmplitiFit — Call 3
Sales - place an orJer - call 6
A
Accounts - query an Invoice - call 2
Call 1 Call 2 Call 3 Training - arrange a course — call 5
Does the per on who answers Marketing - request a catalogue - call I
know the caller!
Does the cat(er want to spea\‹ to C
the person who answers! I to someone ahnut 4 with regard to
B
2 in connection with S 's alxlut the
The listening contains phrases 1, 2, 4, 6, 7, 9, 10, 11, 13, 3 is because of 6 'd like to
14.
C
Answer the phone: 1, 3, 10 2 /
Offer help/Ask •'ho’s calling: 2, 5, 6, 13 3 (X) l'm calling to arrange a meeting.
Ask to speak to someone: 4, 8, 12, 14 4 (X) It’s with regard to placing an order.
Say who you ate: 7, 9, 11
p 6 (X) I’m phoning to request a brochure.
1 Cann help you! 7 (X) I’d like to spenk co someone abuut the project.
2 This s Midori. 8
3 Can I speak t‹a Walter 1
4 I Eric there!
5 lt’sAnnatAlC computing! E
E l put 2 deal 3 try 4 connect 5 transfer 6 back
1 Is 2 Arc 3 Dn 4 Have S Can
I d 2e3a4c5b
4 Leaving messages B
Ib 2b 3c 4b 5b 6a 7a C
A
Ib2d3g4c5f6a7e
Message 1 - Call 1
Message 2 - Call 3
Message 3 - Call 2
5 ’s working
6 ’m just opening
I ’m putting
7 ’re coming
2 is ringing
8 ’m just dealing
3 'm looking
9 is running
4 isn’t answering
The listening includes 1, 3, 4, 5, 8.
I tel( 6 ask/tell
2 ask 7 ask
3 say 8 tell A
4 tell t S 2D 3S 4D 5D 6S 7D 8 S
5 say B
E I understand + mind 6 mean * knows
Ih2b3b4a 2 speak + hear 7 got + read
3 say + catch 8 speak * repeat
5 Taking messages 4 ’s + speak 9 need + write
A 5 spell + be 10 hear • try
The mistakcs arc: C
Name of caller: Martha Sterligova 30th July
Telephone number: 00 39 456 7110 AF SS5
www.m•sterligova.com/htm_test66. J.50
B
1b2d 3e 4g 5a 6i 7c 8j 9f 10 h The speaker uses techniques 1, 3, 4 and 5.
C E
1 Marogg 1 Eneineer Eskola is arrivine on the thirteenth of lulv.
2 Palgimi 2 So that's the gg | of ]jj}y.
3 Hansen 3 And he's comine from Tamr›ere on fiieht @ $ $}jji_ge
three fi_y_e.
4 Toimitusjohtaja
4 Not AJ. AJ. § as in Finland.
5 Lopo S And did you say he leaves at lhieq §{tggn or lands at
F lhfgg f£(lggnl
Name of caller: Teixeira
Telephone number: 00 351 367 110
8 Ending the call
Urgent I A
Message: Please email the re(x›rt to teixlojx›&lisboa- 1c2c3b4c5b6a7a
globe.pt B
B 1 Gc›od 7 anything else
The caller speaks to three people. 2 go 8 stop
1b2a3e4d5f6c 3 See you 9 time
The listening contains phrases 1, 5, 3, 4, 2. 4 calling 10 nice/Bye
C 5 Look forward I I When
I or 4 moment/minute/sccond 6 much 12 again
2 coupe 5 so
3 now 6 mcond/minute
Offer dclp: 7
Say goodbye: 1, 10 D
Give reason for ending: 2, 8 1b2y3i4JSa6c7h8f9e
Refer to future contact: 3, 5, 1 1, 12
Thank the other person: 4, d, 9
9 Language review 1
A
A
Tivoli hotel
////,-/?/â ,7„/„
1 s calling 5 called
2 is 6 ’11 be
3 rung 7 're expecting
4 I'm calling 8 been
B
1 putting you through
2 call you back B
3 hangs up I How may I help 5 Can 1 take (or) Can I have
4 bear vith 2 How many 6 Can 1 take (or) Can 1 have
5 slow' down 3 When is that for 7 Would you like
6 ts winning out 4 1s that » 8 1s there
7 Hold on C
8 speak up
1 l3th 2 1 fth 3 1/f/78 4 09/08 5 25/1 2
9 pass on
D
C
1 1 help you today? 5 people is that for!
1 have S call 8 talk
2 that for? 6 smirking or non smoking!
2 spell 6 ask 9 say
3 have your name, please ? 7 exactly?
3 give 7 leave 10 tell
4 spell that! 8 anything else!
4 help
E
D
Sunday (2)
t Give 3 answer S divert
Monday (2)
2 aM 4 respond 6 Make Tuesday(2)
E Wednmday2)
say: A, H, take, waic Thursday (2)
my: hye, I, time, Y Friday (2)
speak: E, me, P, Saturday (3)
read
you: do, Q, through, U January (4)
February (4)
April (2)
july (2)
August (2)
September (3)
October (3)
November (3)
December (3)
March, May and June are missing.
11 Booking transport I some

2 any
3 an
4 many
Sa
6 much
A
The woman books a sleeper ticket on a train and a cab.
B
1i2b3e4c5d6g7f8h9a
C
13 Recorded Information and
The speakers say: ren minutes past onc, chirtecn ‹hirty-
phone menus
‹hree, a quarter past eleven A
a) leave a message! 6
D
h) wait! 5
2 lt leaves at thirteen forty•five. c) hang up? 3
3 Can you pick me up in half an hour. d) press a number? 2
e) call back! 4
I) call a different numbers 1
6 I normally go on holiday in the summer. B
1 options
2 replace the handset
3 ’m unnble to/at the present moment
10 He arrives on the thirty-first.
•t delay
12 Dealing wlth telephone problems 5 the following
A 6 currently busy
C
Message 1: 5
Message 2: 1
Message 3: 2
Message 4: 6
Message 5: 4
Message 6: 3
D
Problem on the line: 1, 5 J ptqp 6 Put
Problem using a mobile: 2, 4 2 Dial 7 switch
Problem with dialling: 3 3 Try 8 Select
B 4 speak 9 hold
i bad 4 IO\V 5 Pick
2 noisy 5 dead E
3 wrong Thank you for calling our cinema customer hotline. /
P$eitSe SClCCt ORe Of the fOllOWiflg OptiOFiS: /
1 really 5 con for details of our films, press 1; to book tickets. press 2. /
2 absolutely 6 so
3 very 7 such
1 4 Leaving voicemail messages
1 2 3 4 5 Reason for calling: to discuss a few ideas after meeting at

Speak up conference
Call back simight away Contact details: contact on 00417586178 between 9-12
Call back later B
Hang up
1 Introduce yourself: a, g
Try a different numt›er
2 How you know the person: e
3 Give reason for calling: h, i
I Sorry, can you speak uy' 4 Give contact details: c, f
2 Lets put the phone down. 5 Give availability: b
3 Try calling again later. 6 Give alternative: j
4 Let me call you back in five minutes. 7 End message: d
5 Try him on extension 376.
6 How about sending me it by email
? 7 Hang up and ring the other
number.
1 Hello, Bernard. My name’s Stephan Bougin. 1 work
for Hankel SA in Benn. {a)
16 Sounding friendly and polite
2 Yoti might remember that we met at a conference in A
February in Lyon. {g) A smile makes your voice sound friendly and polite
3 You suggested 1 call you at some stage to discuss a few' and makes you and your colleagues feel better.
ideas. {e) B
4 Sorry I didn't call socner but it's been busy since I got 1
back. (d) 6- 0 7- @ 8 - 9- 0 t0 - 0=
5 Anyway, it's just to let y‹iu know I’m interested. (h)
6 You can contact me on 00 41 758 6178. That's 00 41 name
758 6178. (fj 2 to speak to
7 I won't be in this afternoon but you can normally reach she’s In a meeting.
me between nine and twelve. (i) talking to someone.
8 Of I'll try calling you again tomorrow'. lb) 5 Y°"/*°
9 Look forward to speaking to you. Gotidbye. (c) 6 wha
1 5 Language review 2 7 a pen
E
A Sorry, could I have your name, please!
2 One moment please Mt Chis ... I’m sorry, she isn’t in
I any 5 a little the ofice today.
2 a 6 many I'm afraid he’s talking to someone.
3 information 7 are Would you like to hold!
4 much 8 some 5 Would you like me to take a message!
B
6 Sorry, one moment. I’m just looking for a pen. Ok. Go
t i‹h
ahead.
2 up
6 out
3 up
7 back
1 7 Planning a call
4 on A
If2b3a4c5g6d7e
I It’s just to let you know I’ll be back at three.
2 It’s just a quick call to confirm our meeting. 1 8 Telephone manner
3 Can you email me just in case? A
4 I’m just calling to say ... 1b2c3a
5 Could you just give me his number!
6 I’m afraid I’m rather busy just now. I interpersonal skills
7 You only just caught me. 1 was about to leave. 2 out-yoing
8 I was speaking to him just last week. 3 communication
9 I'll be with you In just a second. 4 friendly and polite
10 Please just leave me your number. 5 sympathetic
11 I just z'antcd to check the prices in your brochure. 6 ability to persuade
12 Just a single please. 7 ability to listen
Sally is the Customer Care Telephcnist.
I spend
2 Take 5 Take
Ia2a3b4a5b6a7a8b9a
3 Make 6 pass on
7 Do D
4 havlng Ic2d314aSe6b7g
E
1 4 2 3 3 5 4 5 5 4 6 4 7 4 8 6 9 6 10 4
92 Aa¥ er key
19 Small talk 21 Language revlew3
A
In some countries such as chc UK, phone calls often start 1 a 2 h 3 j 4 b 5 e 6 1 7 c 8 g 9 d 10 i
and end with small talk. It ts an important yart of
building business relationships. In other countries such as 1 can’c 5 could
Sweden or German small talk is not as important on the phone. 2 must 6 would
Make small talk. 3 3 have to 7 will
Introduce the reason for calling. 4 4 should
Greet the other petson. 1 C
Make small talk. 6
I long 4 much 7 far
End the call. 7
2 arc 5 many 8 often
Ask how rhe other person is. 2
3 about 6 was 9 Y
End the reason for calling. S
I abuut 3 for 5 tc
Hi Diana. It's Midori. 1
2 for 4 in 6 about
Huw old are the kids new' 3, 6
E
Actually, the reason I’m calling is...
Anyway I must go. 7 1 What time does the flight land!
Sorry, I dtdn’t recognize your voice! How are you! 2 2 Auld I borrow your mobile'
Do you fancy coming to scay? 3, d 3 !s Yukiko there, please!
It’s in connection with... 4 4 WoulJ you try his numbef
'\ e might take a holiday next year. 3, d ? S \!I/hen will she be back?
ie really must speak again soon. Bye 7
C
1 Really
2 Great.
3 That’s a pity
4 Me toe
4 Plense call me back on three Ave one, two Ave nine.
5 wonderful
6 I'll tell him 5 It’s three five, six one,
20 Formal and informal
A
A 1 No.
1 c 2 h 3 e 4 a 5 j 6 g 7 1 8 b 9 d 10 i
2 Because Michael and Ana are busy this week.
3 Later.
1 Korma 9 So when/you again
4 H is diary.
2 lt'sfan advert 10 sorry/she’s
5 Wednesday.
3 l’tn/tell Inns 11 sorry
6 Thursday at two o'clock.
4 a message 12 call
7 By email.
5 him/I called 13 see/you then
6 nice to hear (rom you l4 1 must
7 to 15 your time 1 b 2 d 3 f 4 e 5 i 6 a 7 g 8 c 9 h 10 j
8 give me/next w'cek 16 speak/soon/bye 1 fix 6 How about
C 2 are busy 7 convenient
3 pustpnnc it 8 can make it
1 would be prepared 4 what you think
4 are you thinking of 9 fine
2 you have used 5 if you could choose
5 suit you 10 So that's
3 what the reason was 6 how you rate
C
l convenient 5 in mind
2 Tuesday doesn’t 6 make it on rhe first
3 our interview back 7 anytime next month
4 about (we say) three 8 Thursday at two
D
I It's me 3 make 5 busy 1 ’m phoning 6 're holding
2 lixing 4 OK 6 put ic back 2 •'ill have finished 7 HaveJreserved
23 Inviting people 3 hasn’t called 8 will/have arrived

4 ’11 be 9 are looking
A
5 close 10 won’t he
The man and woman both invite each other.
1 to have 25 A conference call
2 to come A
3 meeting I Scald at the new call centre in Bangalore.
4 join 2 British culture.
5 P °Y °g 3 She disagrees and thinks there should be culture and
The conversation includes phrases 1, 3 and language.
4. ( 4 Listening (to accents).
1 That 3 I’d 5 Wrtte up her notes and email them to Simon.
2 I’d 4 That's very B
kind 1 c 2 e 3 g 4 a 5 h 6 f 7 o 8 b 9 m 10 k
like 1 1 i 12 1 13 J 14 n 15 d
I IO
c
2 in 1 there 6 think
3 on 2 heat 7 idea
4 at
3 I'm afraid I’m noc in che ulTice at the mument. 3 joining 8 Whoi
4 reason 9 speak
5
Let’s meet on the second floor. Toke the lift. 5 mean 10 agree
I6 26 Language review 4
I7
A
I8
9
Why don't you meet me later on for a drink in 1 joining 6 meeting
the hotel bar? 2 to call 7 coming
10 I nomially get home by six in the evening. 3 co play 8 co have
24 Conhrmlng arrangements 4 playing 9 to go
A
5 to arrange 10 seeing
B
2 6.30 1 I’ll put you through.
3 7.30 Can 1 call you back !
B Hang up the phone and try again.
1T 2F3T4F5 F Let me read that back to you.
I’m afraid he's tied up at the moment.
c
6 Please pass this message on. / Please pass on thls
1 Have/booked
message. 7 Just bear with mc a second.
2 booked 8 Lec me cake your name down. I-ec me cake down
3 are/arriving your name.
4 open 9 Try looking up his number in the phone
5 ’II has'e left book. 10 Can you speak up?
6 Wills inters'iewing
7 ’II cing
Past simple *
Present perfect 1
Present simple 4
Present continuous 3
Future simple 7
Fu‹ureconñnuous6
Fuuepedect5
Answn key
at (Rpm) I c 2e 3a 4b 5d
on (989 546)
C
at (www.macmi1lanenglish.com)
For ma ki Flg pr i2d iction S: l t'S going to be t Oo 1a t i2!
For timetables or programmed events: The trade fair starts
this afternoon.
6 for (3)
For arranged events (eg meetings): We’re meeting agents all
on (the ground)
day.
8 to (an Italian)
For promising action: We're going to collect ii this
9 in (the morning)
afternoon.
10 ac (a nighcclub)/on (Nristmas Eve)
For a planned future event (or intention): I'll call you back
in five minutes.
Hello, this is Marco speaking. 1 ’m meeting 6 is going to be
Does Tuesday suit you? 7
2 leaves ’m leaving
I’m really interested in the job.
3 ’11 contact 8 ’II call
I’m sorry but he’s out of the ofice today./I’m afraid
4 ’s going to 9 ’rn going ‹o work
hes out of the office today.
be IO ’s going to work
I’m teally sorry about this.
5 ’11 cancel
D
6 Can you tell him I called ?/Can you say 1 called ? Promise 1 : To send a courier straight away
Sorry but I must go now./Sorry but I have to go now. Promise 2: To checL flight times
8 I’1[ call you back tomorrow.
E
9 I agree with you.
1c 2f3a4b5e6 d
10 Shes calling in connection with an invoice.
E 29 Complalnlng and handllng
1 Are you there? complaints
2 Can you |jggt med A
3 Thanks for icinine us today. The order was late and incomplete.
4 The reason for this meetine is ... We opened it yesterday and there was only half the order.
5 What do you think? We need them today.
6 I §gg what you mean.
8 Lets soeak again .
27 Placing an order
A
1 was 6 made
2 broke 7 cosc
3 bought 8 have
4 paid 9 gave
1 Call Pass 3 Truth celler 5 get 10 sent
2 Phone protector 4 Voice changer
B 1c2g3b4e516a7d
I SL33VC 3 $470 5 SL36PP D
22 65 1 'm afraid
C 2 really sorry
1 catalogue 6 thing 3 do apologise
2 place an order 7 a question
3 Could [ have 8 I’ll order
4 also need 9 delivery
5 can 1 also order 10 credit card
28 Solving problems
A
Reference number: W-0788
Collection time: After 2pm
Contents of package: brochures
Destination: Moscow
30 Selling on the phone t 3 1 look forward to speaking to }'ou again.

The speakers mention newspaper adverts, the Internet The sales rep dr›esn't follow rules a, b and c.
and cheers fairs. B
1 Human resources. 1e2c3d415a
6 g 7 b 8 1 9 e 10 g
2 In universities and college s. lb2f3a4e5g6d7c
3 Between ten and twenty a year.
E
4 No. Many aren't suitable.
2 a brochure
5 Advertising is expensive.
3 Paul Pow'ers
6 Ptom‹3tion at a cilreers fair.
7 A copy of Student Weekly.
4 the budget
8 Call again later in the week. 5 products
B 6 MareL
Stage 1: d, g 7 the supplier
Stage 2: b, i
Stage 3: a, e
Stage 4: c, f
Stage S: h, j
D
1 What are you
2 What dces your
3 How many people do you
4 Why do ¥*
E
lc2a3d4b
F
1 Thank you for your time.
2 Would you mind if I call again next week ?
32 Language review 5 . 7 manufacturer
e ›nformntion
A
1 calls 6 heard D
2 opened 7 '11 check 2 With so
3 I’ve just teceived 8 was 3 Dtie to
4 's just talking 9 called 4 As
5 will have finished IO going to have S As a result
6 Therefore
7 In rcs[›onsc
I Where 6 Are
8 hence
2 Hnw many 7 Whc
3 What 8 When E
4 Does 9 Do I’m rCallv sotry for that.
s with i o would I ¡¡{p apologise.
I j 2a 3 b 41 5i 6 d 7c 8e 9g 10 h ( I'm afraid I ijj;›y don’t know.
Monday will be App late.
1 products
I’m grateful for your help.
2 payment
6 I’d }pyg to join you.
3 connection
That sounds gtggt!
4 delay
8 We’re gQy very happy wlth our supplier.
5 attachment
I’m sure yout products are all excellent.
6 flight
t0 1 can bring one over r›ersona1lv.
telephone Eng/ish deals systematically with the
key language for making essential phone calls
for everyclay life ance business.
Key vocabulary ancl expressions
Telephone etiquette for the English-speaking
Communication skills for builcling

relationships on the phone
Strategies for successful business calls
telephone English W suitable for use either in

the classroom or as self study material for
lndepenclent stuclents
The be/ephone Enjp/7sh Audio CD includes

examples of a wlcle range of cllfferent types of
phone calls and models the language to use in
different situations.
The 25o key expressions are organised Into

functional areas to provlcle a quick,
practical reference when making real calls.
ISBN 'I •4 05 0•8 22 1•8
We recommend the Macmillan b

English Dictionary to accompany this
781405"08221 1

Essential Phone Skills

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Essential Phone Skills

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Contents

How can you use Telephone English in class?

1 greet the ‹ allrr

l’‹‘r•‹ ›n l (Rev eptti in)

REt !F.P's lt N " Tell melt • God morning. Alt t impurinq.

¥’ITAl.E ¥’italt' Starini '“ sÇe‹ıkın@ming.

Listen to the phone call and check your answers.

D Practise saying telephone numbers.

viiur h‹›me numbc'r

E Read 1-3. What do you say?

1 \‹k ti ' «peak to ¥’itale 8larini.

Call 1 Call 2 Call 3

Listen again and tick the phrases you hear.

Put phrases 2—14 in the table below.

Answer the phone Offer help/Ask who’s calling

Ask to speak to someone

“•n ! help you ? 4 I how are jiiu ?

Are I*o have I ’an l•

this a go‹ d rrinment ? a) Sorry, can you call again later!

1 5 Read 1—4. What do you say?

I Ask tu syeak t‹› Freddie.

i t’..in I speak *‹’<<*'n !* t!!*!!! rec • wind 3 hrs ›chure . .

t '«n I s e‹ik to sum<r›ne aA›ut + ntiuri/xerb + -ing

I'd like to + inhnitive

l I'll grit/c‹›nnect yr ›u thru such ...

Listen again and check your answers.

l t live v‹›ur rea•‹•n tor

Listen again. Which questions does the caller ask? Tick a, b or c.

a) with x‹ u * b) there! c) available

$1 ‘an jou ask her ...

" Match the responses below with questions 1-7 in B.

d ) ’lTl clÏfi‹3lt) £1t !t i) ' IP) h flTl. f‘ Ü UfC•

bl N‹i, he i n't. d) I’m n‹ ›t sure. I) Yes t K.

Listen again and check your ansivers.

Complete these phrases with tell, ask or say.

1 I 'on you tier I rang *

?*yeaker I: Te!! (h)er I called. Eye 1t‹er 2: Tell her I ‹falled.

1 Ask to speak t‹t kliJori in 4larketinc.

Message for: /-/er/rinn

Match reasons 1-10 with phrases a-j from the listening.

Listen to people spelling five names. Write them.

Here are words for saying email and website addresses.

& = at . = d‹›t / slash = underscure - - hvphen

Yuur ht ome email address

y‹aur favourite wt hei te

F l Listen to a call and write the message.

Message for: ar/éo

14 Read 1—6. What do you say7

Can you say ‘No’?

1 Plea•e h‹ old. a) Mr xJO }c›u want £‹i t all bi1t’k!

Listen again. Tick the phrases you hear.

1 The report will be readx in i day

ltanq on a sect•nd. I’m just getting d pen . . .

not/answer come Jea1 1 ›uk open put ring run work

l Please huld. I j ›u thrtiugh right n‹ ›u.

Listen again and tick the sentences you hear.

I Speak up please./fipenk more loudly, plea.se. ( )

B Complete sentences 1—10 with these pairs of verbs.

1 I'm rivet sure if I repeating it?

1 Read the infi ›rmati‹ n back to the caller.

1 Jnoinee.r Js ›,la i• ‹irrii rnL ‹ in the Jhirte nth i it July.

1 Engineer E k‹›la arrix c• at the factc›rj it eight u’c1 cL.

1 The caller dialled 5 the ‹.aller

i t’..in I speak ‹’<<'n !* t!!*!!! rec • wind 3 hrs ›chure . .