UNIT 2

HANDLING TELEPHONE

I. SOCIAL FUNCTION
To sustain good social relationship in work places by asking and sending
spoken message.

II. LEARNING FOCUS

- Asking the caller to leave a message
- Leaving a message
- Taking telephone messages

III. GRAMMAR
- Reported speech
- Simple Present Tense
- Past future Tense

Task 1

Read the following dialogue on a phone-call and answer the questions.

Receptionist : Good morning. Green Vegetables Importers. How may I help you?

Caller : Could I speak to Mr.Adam, please?

Receptionist : Who’s speaking?

Caller : This is Anna Yapri.

Receptionist : Sorry, I didn’t catch your name. Could you spell it for me?

Caller : Anna Yapri. That’s A- N-N-A Y-A-P-R-I

Receptionist : I got it. And where are you calling from?

Caller : Sunny Spinach

Receptionist : OK Ms. Yapri. I’ll connect you to him. Please wait for a moment.

(After a few seconds) I’m sorry, we fail to connect. Our line is still
busy. Would you like to hold the call?

Caller : Oh, no. The concerns an upcoming shipment and it’s rather urgent.

Receptionist : He should be free in an hour. Would you like to call back?

Caller : I’ll be in a meeting after this. Could I have a message?

Receptionist : Certainly.

Caller : Could you tell Mr. Adam that our shipment will be postponed and
the 500 packs ordered should arrive tomorrow.

Receptionist : Shipment delayed and it should arrive tomorrow.

Caller : Yes. And, could you ask him to call me back when the shipment
arrives?

Receptionist : Sure. Could you give me your number please?

Caller : My number is 723-271-4887

Receptionist : Noted, 723-271-4887

Caller : Yes, that’s right. Thank you for your assistance.

Receptionist : My pleasure.

1. Who would the caller like to speak to?

A. The receptionist
B. Anna Yapri
C. Mr. Adam
2. Which company does the caller represent?
A. Green Vegetables Importers
B. Sunny Spinach
C. Yapri Consulting
3. Is the caller able to complete her task?
A. Yes, she speaks with Mr.Adam
B. No, she hangs up
C. No, but she left a message
4. Which information does the caller wish to leave?
A. That they haven’t received their shipment yet.
B. That there is a short delay in the shipment.
C. That the spinach was of poor quality.
5. What other information does the receptionist ask for?
A. The time of day
B. The caller’s telephone number
C. The type of spinach shipped
 IV. REPORTED SPEECH (KALIMAT BERITA)

Reported speech adalah kalimat berita yang biasa digunakan untuk

menyampaikan pesan.
Contoh :
- Mr. Malik : “You are needed in the conference room right now.”
Regina : “ Yes, sir. I’ll be ready then.”
Mr. Malik told Regina that she is needed in the conference room right
now.

- Miss Franciss : “I wll be late for the meeting.”

Miss Franciss said that she will be late for the meeting

*Dalam reported speech kita boleh menyampaikan suatu kejadian

yang masih berlangsung /sesuatu yang akan terjadi besok/yang akan datang. Dalam
hal ini, kita tidak perlu merubah pola kalimatnya*

- Director : “I’m not happy with the result of the interview.”

Director said that he was not happy with the result of the interview.
- Security : “The package arrived two days ago.”
The security told me that the package had arrived two days before.

*Sebaliknya, apabila suatu kejadian sudah terjadi, maka dalam

kalimat berita kita harus menyampaikan dengan merubah pola
kalimatnya;
Simple Present Tense Simple Past Tense
verbal{S+P(verb s/-s)+O/Adv} {S+P(V2)+O/Adv}
nominal{S+be(is,am,are)+C} {S+be(was/were)+C}
Simple Past Tense Past Perfect Tense
{S+P(V2)+O/Adv} {S+had+V3}
Present Continuous Past Continous Tense
{S+be(is,am,are)+Ving} {S+be(was,were)+Ving}

- Mr. Smith : “call me as soon as possible after meeting.”

Secretary : “ Yes, sir.”
Mr. Smith asked his secretary to call him as soon as possible after
meeting.
- Operational Manager :”please check the newly installed printer.”
Mr. Manager ordered you to check the installed printer.
 *Dalam kalimat perintah penggunaan kalimat berita akan sedikit
berbeda. Biasanya menggunakan asked(meminta) atau
ordered(memerintahkan )*

Task 2

Change into Reported Speech.

Julia, a lobby operator received some phone calls. Then she reported the phone
messages to some people in her office.

1. A message from Rudy to Diana : “I can do the night shift tomorrow.”

_______________________________________________________

2. A message from Firda Hamid to Andy Rusadi : “ please call me back as

soon as possible.”
_______________________________________________________

3. A message from XYZ Paper to Jimmy Bowo: “please tell him that we sent
the package yesterday.”
_______________________________________________________
4. A message from Benny to Mia: “Can you ask her to meet me in the canteen
during lunch time?”
___________________________________________________________
5. A message from Private Real Estate to Mrs. Linda Wong: “Susan Private
Real Estate will show you the property on Thursday at 02.00 p.m. Please call
back on this number in case of problems.”

____________________________________________________________

Thank you