一書臆

On the phone

j.1 l,d liketospeakto …

 た

3 W初e ingγOupS Compareyouranswersto the questlOnS ln2 with anotherpair・s

answers. Declde how γOu COuld avoid maklng the same mlStakes as 'he speakers in

O Q9 Now lmaglne that yo柄e the one wh。・s ,.,lng ,。 ge, in ,。u.h wi,h Dr Henders。n.
(HIS Phone number is OO44 1234 32453.)
Decidewhatyou would sayin each situation … DrHender§On lSqulte a hard manto

B O♀、 W畠中i’S Listen to the recordlng and look at these phrases that ar. used
When you,re on the phone. Highlight the ones you find mos亡useful.
 定義型地衣白州〆高`4′脇        B

」  橘の妨∽坤i

人血最的んue〆        一葛ノ

」〇十 脇ん管んの筋塀′咋何れよ

ヤゲル殺“履・         一一ノ
」青 筋∽解b8/∽故タ6竹

故仰′臼hのめ均卑近勃巧め∽肋筋 一〇ノ
」書 鯖履。`宏∽α釘で仰胸ん竹んIl`幼くん′:

ク卒研(履)鋤aん巌    一-ノ
」一箪薮若のタ′0“施移

り娩徹句ク均似       一」

F 駒巌i,籾,訪lgγOuPs Flnd out what your partners thlnk

about the§e ques[lOnS:

. What is difficult about making a fir§トtime ca旧o a

Stranger?
、. whatcan you do to make such calls easler?

● What can you do to establish a relatlOnShlP Wlth a

stranger more quickly?

・ How can you make sure that the other person knows
’.轟嵩#霊荒業ieut 。r 。 me。,,ng,
how can you be §ure that the other person has fu11y
understood your intention?

“I,m #Ot 4uZi/able γ1ght "Ou川"ll,S, but ;fyoタ` /eaひe

謙二∴三∴∴正
A wbr短n pads Look at the pICtureS and di§CuSS th。S。 qu。Sti。nS:
・ Wha',s happenlng ln eaCh picture?
・ What exactly are the people golng tO Say tO eaCh other?
● Why lS i〔 important to sound and look polite when askmg

PeOPIc to do something for you?

B O9駒証′申示Listen to the recording 。nd foll。W

the lnStruCtlOnS below. After each step compare notes
With your partner.

1 Yoし川heartwo colleagues on the phone.

Put a匠] or囲to show ifTERRY agrees or
refuses to do these things for Jane.
ロロロロロ
 □□ロロロ
□口□こ

6 Listen to the conversatlOn agaln and hlghlight the phrases they use:

Asking pemission

May I …?        9u惟・ gO ahead・

Do you面nd if I …?∴∴∴∴阜y aIl me合nら・
CouId I …?        NのI’調a舟かdyou can写. ♭ec∂耳轡e …
/参はa// r向h信fI ・・・?   /’m多0rry bt/t.‥
Doyou抑nk I ○○uId …?

★★ REMEMBER that sounding polite and helpful doesn,t JuSt depend on the words you
use, but also on the way you §ay them and 〈if you’re talk置ng tO SOmeOne face-tO-face)

your body language.

 嵩霊諾露盤葦器霊岩盤§・肇
食らBefore you begln, look at thesc examples and llSten tO the recordlng:

MESSAGE: R叩est col‘firmat10h Of reeeiPt Of sa申es’Sent air嗣oM 6 F加arY.

REP博The flrst Sa出ash・t a…ed. Request f“rther set of san'Ples ♭Y OOu鵬r.

I) wo癌n pairs Imagine that one of you is a foreign visitor to your country:

: E#講霊藍晋,葦岩盤藍藍umbers a forelgn VISltOr

should know about.

3.3 Can =ake a message?

A Q♀ W披;n pa涼You’11 hear a phone call. What lmPrOVementS Can

you suggest to the way thrs message has been noted down?

Discuss these questions:

● What are the lmPOrtant POlntS tO COnSider when you have to take

・ :藍器嵩‡霊請書詰霊詩語嵩f}
. what do you do lf an answerlng maChine unexpectedly answers?

B O9 Wbγ短印擁You’11 hear three phone calls.

薫‡ニ
1 LISten tO the calls and note down each message.

2 Compare the way you have written down the message§ Wlth the way your parther ha§・

Date: 4地坪t
Me三第莞㍗偽書age Date ‘争v4 Message
竃C嵩嘉嵩諾葦罵嵩特認悪罵認諾藍
out what the ca=er§ are Saylng. TICk固-he mformat10n [ha[ is glVen.

300 kilos of whlte mice 300 klIos of white ricc    /

18 cen亡s pe重kilo / 80cc爪tspcrkilo
2 boxes slriped pyjamas 2 boxes ripe bananas
fl15 per box 角50 per box
The tolal price lS 4,295 francs. TheぐOtal price is 4,259 francs.

Our phone number lS 456894. Our phone number is 456984.

40 kilos @ f14 pcr kilo 14 kllos @ f40 pe重kilo
Order number: GJ 404 Order number弓G 404
900 itcms will cost $500 500 items wlll cost $900
Itcm code: RAE 77 Item code: AEI 77

事Compare your answers with a parmer.

B wbγ信′, Pairs One of you should look at File 4, the other at 35・ You will be taklng
par白n 〔wO mOre telephone conversatlOnS’SQ Slt back-tO-back agaln.

1 Make notes before you s〔art eaCh ca=.

2 Role-Play theca=s.

3 Jo,′タ4’JO初eγ Paiγ DISCu§S these question§:

. Dld the calls develop ln 'he way you expected?

. what went wrong? . What went rlght?

3。4 Pla両ng and makiれg C拙S

A I Q♀ Wbr信〃pa楯We asked elght buslneSS PeOPlethlS queStlOn:

Ho“ノdo γO# Pγepaγe /oγ an JmPoγtant Pbone ca催

LISten tO thelr COmmentS and declde whlCh of thelr ldea§ yOu agree With.

2 Jo〃′ a′′O勅eγp訪・ Look agam a亡2"4 C. Decide whlCh of the ’7 Steps’for plannlng
a letter can be applied to preparing for an important phone call.

B "′o’k ,′′gγO印S Read thlS eXtraCt from a training manual and then dlSCuSS the
questlOnS below;
 . WhlCh do you thmk are the five most lmPOr〔ant 'lPS?
. WhlCh of the tlPS do you disagree with? Why?
. Which of the adv Ce do you already always fo=ow when mak▲ng Or reCe-Vlng a

Phone ca= ln EngllSh?

. WhlCh of the polntS do you fee=east confiden' abou' lf you,re uslng EngllSh on the
Phone?
. Wha' aspects of telephonlng ln EngllSh can be lmPrOVed by more practice?

$ l掬γ々" gr側pS O声んγt’e (0′・佃りYou wlll be taklng lt ln turnS t。 r。l。-Play 。 Ph。n。

Call. The thlrd (and fourth) person wll=lSten ln and comment on your performance
later.

ho slmulate the sltuatlOn Of a telephone com'鵬ation,亡he pcople on thc phone must slt
back-’O-back so lhat 〉′Ou Can’t see each other’s faces.

StudentA should look atF11e6, Student B at37, Studen〔 C a[64 (and ln a grOuP Of
four, Student D also at 64). Follow the mStruCtlOnS ln yOur F11e to find out wha=o do
When the first call lS finlShed. h a= there are four dlfferent role-Plays ln the F11es.
+ Before you start, look agam at the twelve tlPS ln B.
(If you `get losl’dumg these role-Plays and don’t know whlCh Flle to Iook at next, aSk
your teacher for help.)
`Observer,s, g涌delines

When you,re llStening to your partners `on the phone,, thlnk about these questlOnS:
. Does each speaker sound agreeable, POllte and efficient?
. Do they sound natural and sincere?
. Does each speaker,§ tOne Crea'e the right impression?
● Are they speakmg Clearly?
. Is the mformation they’re glVlng COrreC亡)
● Have 〔hey both covered all the essentlal points?
. Is lt the klnd ofcall you would like to recelVe yOurSelf?

+ Comment on the call by glVing `feedback’[o the two speakers.

圃 W寂in groups Discuss these questions wlth your partners:

● WhlCh parts of the role-Plays ln C did you find most difficult?
. How did 〉′Our Performance improve as you got more practice?
 「葛ヽ

Summa「ies, nOteS, rePOrtS

4.1 Summarizing a ooれVerSation

Å w般;n gγ0印S Imaglne these photos show your office. DISCuSS these questions:
. What seems to be golng On ln eaCh photo=Iden[ify the klnd§ Of communication

g01ngOn・)
. How much communicatlOn do γOu do by speaking to people and how much by

writing to people?
. What are some of the advantages of communicating ln Writlng, rather than relylng
On the spoken word3

△ It,s important to take notes on busine§§ COnVerSations, rather than rely on

your memory. The main points need to be clearly recorded so tha亡anOther person
can make sense of them - and you have a permanent record for the files.

4.1 Su鵬ma細iziれg a CO巾Ve「§軸10∩