WAYS TO COMMUNICATE

You can communicate

Face to face.
By e-mail
By fax
By letter.
By phone.
Text message.

In pairs, discuss which communication habits are true for you

and your partner

ANNOUNCING
IDENTITY

Person calling

Person called

Hello, this is Barbara

Ling.

Hello, David Jackson.

My names Daniel Wong.

Can I help you?

Good morning, its

Peter Park here.

Marketing Services.
Good Morning.

ASKING IF
SOMEONE IS IN
Person calling

Person called

Can I speak to Mr. Lee,

please?

Hold the line, please.

Hello, is Laura there?

Hold on, please, Ill see.

Hi, its Jim Wilson here.

Is Sandra in?

Yes, Ill just get her.

Can I speak to S.O. in

Marketing, please?

Yes, just a moment.

PERSON WANTED IS
NOT THERE

Person called

Im afraid she isnt at the moment.

Sorry, hes just gone out. Would you

like to call back later?

Shes away for a few days. Can I give

her a message?

You

can contact him/her on the mobile.

The number is 70090811

WHEN WILL THE PERSON

WANTED BE IN?

Person calling

Person called
She should be back by
4 oclock.

What time will she be

back?

Will he be bacl later

today?

Can I contact her

tomorrow?

Were expecting him at

around 11.
Shes due back
tomorrow.

CALLING OFF

Person calling

Ill get back to you

soon.
Thanks very much.
Goodbye.

Person called

Well be in about it
soon. Goodbye.

Ok. Bye.

Thanks for calling.

Bye.

Complete the sentences with words

HOLD
SEE
IN
HELP
MOBILE
HERE
MOMENT

from the list.

1. Can I _________ you?
2. Just a _________ , please.
3. Wait a minute, Ill _________ if shes here.
4. Ill get the information you want. Do you
mind _________ on?
5. Try calling back _________ one hour.
6. Sorry he is not _________ in this moment.
7. You should be able to call her on her
_________

LISTENING ACTIVITY: Listen to two

phone conversations and complete the
table.
CALL

WHERE
IS COUNTRY
THE
OF
PERSON
MEETING
THE CALLER
WANTS ?

1
2

NUMBER OF
CALLER

Listen to the two calls again. Write a

message for each of the people wanted.
Phone message

Telephone message

Caller: David B.
Message: _____________
____________________
____________________
____________________
____________________
___________

Message for: _________

Call from: ___________
Message: _____________
____________________
____________________
____________________
___________

Listen to the phone conversation and decide which

message pad has the correct information
Telephone message

Telephone message

Hannah Booth called. Wants

Carla parkers email adress
and phone number in Taiwan.
In until 6:00.
Shell call me.

Hannah Booth called. Wants

Carla Parkers phone number in
Taiwan, Back in an hour.
Call her,

Telephone message
Hannah Booth called. Wants
Carla parkers details:
Company name and phone nember
in Taiwan. In until 6:00.
Call her.

Listen again and complete the table.

Person
called

Caller

Request

Who will make

the next call?

Listen a conversation
and
complete the
Person
Caller
Request
Whotable.
will make
called
the next call?

Listen to the caller who ask you how to spell

these names. Then listen to the correct
spelling.

1. Wallace

2. Lefevre

3. Schoppen

4. McDonagh

5. Takamura

6. Cricchi

COULD
WOULD
CAN

If you dont know a callers name.

GIVE

Could you give me your name, please?

COULD and WOULD

If you arent sure of the name of the callers company.

REPEAT
are more polite than CAN

Would you repeat the name of your company, please?

If you want to know where the caller is calling from.

TELL

Can you tell me where youre calling from, please?

Make questions using COULD, WOULD and CAN.

1. You arent sure what is the callers name. (Tell)
2. You want to know the callers telephone number. (Give)
3. You dont know how to spell the callers name. (Spell)
4. You didnt hear the callers address clearly. (Repeat)
5. You want to find out when the caller will be in the
office tomorrow. (Tell)
6. You arent sure about the delivery date of your order.
(Confirm)

Make questions using COULD, WOULD and CAN.

1. Can you tell me your name please?. (Tell)
2. Could you give your phone number please?. (Give)
3. Could your spell your name please?. (Spell)
4. Would you repeat your adress again please?. (Repeat)
5. Can you tell me when you will be in the office tomorrow
please? (Tell)
6. Can you confirm the delivery date of my order please?
(Confirm)

 It

is necessary to take notes during

phone conversations. You can do this by

shortening words (days of the week) and
using abbreviations.

Days of
the week:

Mond
Tues
Wednes
Thur
Fri
Satur
Sun

DAY

Re/re = about, regarding, on the subject of

e.g. = for example
NB = note, notice especially
i.e. = that is, like
p.a. = per/each year
c = about, approximately
cf. = compare with
a.m. = morning
p.m. = afternoon
eve = evening

HQ = headquarters
MD = Managing Director
info = information
asap = as soon as possible
sb / so = somebody / someone
@ = at
v (versus) = against
& = and
pl / pls = please
no. = number

Rewrite these notes in full sentences.

1. Meet Rosalia Tues @ 3 p.m.
2. Send Mauro info re sales asap.
3. Can sb go to HQ on Thurs a.m.
4. Urgent meeting Mon a.m. re sales & stock.
5. Ring Gina asap, i.e. @ 2 p.m.

Now put these sentences into note form.

1.

Please call adriano about the meeting on Tuesday

afternoon.

2. People

wants information about the number of

Headquearters each year.

3. Note

that the Managing director will be away

fromTuesday to Thursday.

4. I

need information about the meeting for example

the number of my new office. Send it asap please.

January
February
March

Months
of the
year

April
May
June
July
August
September
October
November
December

1st First
2nd Second
3rd Third
4th Fourth
5th Fifth

In British English; dates using only numbers:

give the day; then the month, then the year,
e.g. 8 May 2002 = 8/5/02
In American English, the order is month, day,
year,
e.g. 8 May 2002 = 5/8/2002

Listen to the callers who ask when cartain things

happened or will happen.

1.

9 July 2004

2. 17/9/01

(BrE)

3. Wednesday
4. 7

6.

2/11/03 (AmE)

7.

Thursday March 15

June 12

December 1983

5. Tuesday

25 April

8.

29 August 1999

9.

10 May 2006

10.

21/10/12 (BrE)

02/02/1984
14/06/2001
27/12/1993
30/10/2005
05/09/1999

Next week we are going to have a quiz:

Contents: note-taking, dates (Dictation)