Unit 14 bản word

Presentation
What does an employee say when answering a phone call from
outside?
Vocabulary
1. Complete the senten with words from the box
C1: speaking C5: mobile
C2: moment C6: in
C3: see C7: here
C4: holding C8: hold
2. Chose the best responese
1b 4a
2a 5b
3b 6c

Language focus
1. Work in pairs. Test each other!
Receptionist Caller
Good morning. Can I help you? Yes, please. Could I speak to Mr.
Smith?
Who’s calling, please?
This is Mrs. Jones.
Could you spell that, please?
It’s J-O-N-E-S.
One moment, please, I’ll put you through.
Thank you.
I’m sorry. He’s not here at the moment.
Do you know what time he’ll e
I’m afraid he’s an meeting.
back?
I’m afraid he’s on anorther line.
Could I leave a message?
I’m afraid te line is busy.
Yes, please.
Would you like to hold?
Yes. Could you ask him to call me?
Can I take a message?Certainly. Could I
Yes, it’s.......
have your number?
2, Hotel receptionist replies to callers.
1. Hello. I'd like to book a room.
2. Hello. I’d like to speak to Mrs. Alice.
3. I want to meet the Duty Manager, please.
4. I have urgent business to tell him
5. Could I speak to Mr. Smith from room 301?
6. Hello. Can I reserve a three-room suite from November 20th till the 25th with
breakfast, please?
7. Do you have any vacancies tonight?
8. I'd like to book a double room for December 15th
9. Do you know what time he’ll e back?

Reading: Work in pairs.

Writing
Situanation A:
A: Good morning. Can I help you?
B: Yes, please. I want to talk to Mr. Black in room 204?
A: I’m sorry. He’s not here at the moment.
B: Could I leave a message?
A: Certainly. Can I take a message?
B: Yes. Could you ask him to call me?
A: Certainly. Could I have your name and your number?
B: My name’s White. And my number is 203517
A: Could you spell that, please?
B: It’s W-H-I-T-E
A: I will give the message to Mr. Black as soon as possible
B: Thank you very much.
Situanation B:
B: Hello. I want to use the paid calling service.
A: Certainly. Could I have your name and your room number?
B: My name’s Green. And my room number is 203
A: Where’s the country you want to make the call?
B: New York.
A: The cost of the call is 2 dollars. Do you want to make this call?
B: Yes, please.
A: Here you are. Have a good day Mrs. Green.