BUSINESS

TELEPHONE
1. Transfering a call
You are a switchboard
operataor, you are in
charge of transfering calls.
TIPS
Always identify yourself and
your company.
Ask who is calling, note
down names if necessary.
Say to hold on
Say you are transfering the
call
A model conversation:
Good morning! LTD
Riiiiiiiiing!!!!! Company, Rose
Johnes speaking.
How can I help you?

Hi! Could I speak to Who s calling,

Mr. Lopez, please? please?

This is Martjin
Vraussftung, from Could you spell
IT&T that, please?

Let me read that back

Of course, M-a-r-t-j- to you:. Correct?
i-n (next word) V-r- O.K, Hold on a
a-u-s-s-f-t-u-n-g minutePutting you
through.
 TASK1:Copy the expressions from the conversation and try
to think of other options to say the same
MODEL CONVERSATION OTHER EXPRESSIONS
Answering:

Ask for someone:

Ask name:

Say name:

Ask to spell:

Check spelling:

Transfering a call:

Putting someone on hold:

TASK 2: ROLE PLAY A PHONE
CALL
You work for the hotel
Princetown in England, You are
in charge of the switchboard.
1.Answer the phone.
2. Note down name, number
and e-mail of the person calling.
3.Transfer the call. You are (invent
a difficult name),
You want to speak
Phonecall record to Mr. Gonzalez.
Callers name: _____________________
Callers phone #: ___________________ Tip: when role playing a
Callers e-mail: ____________________ phone call allways sit back to
Call trasnsfered to: _________________ back, it will make it more
realistic as when you are on
the phone you cant see
peoples faces and this is the
main difficulty
2. TAKING A MESSAGE
You are a Personal
Assistant in a company.
You are in charge of
taking phone messages
for your Boss, who is not
inn.
TIPS
Identify you and your
company
Identify the caller.
Say the reason for your
bosss unavailability.
Offer to take a message.
Note down the message.
Say you will pass it on
asap.
 Model conversation
A: LTD Ltd. Mar Lluc
speaking. May I help B: Hi! This is Francesco
you? Motta, from Systems Co. Id
like to speak to Mr Daniels,
A: I am sorry, but Mr. please
Daniels is in a meeting at B: It is about our contract for
the moment. May I take a computer maintenance, I have sent
message? a draft to his mail and I wanted to
A: Ok, Let me note it make sure he got it.
down B: F-R-A
Could you spell your name
please?
A: all right. Let me read that B: I work for Systems
back to you: Your name is Co. I am the Sales
Francesco Motta, with double t, Manager.
and you have sent a draft of the
contract for computer
maintenance. Sorry, what is the
name of your co.? B: Thanks a lot.
A: Ok, thank you very Good Bye.
much. Ill make sure he
gets the message.
Good bye!
TASK 1. complete the call
registry
Calls registry. Date:
___________

Callers
name_________________________________________
Phone #: ____________________________________________
Subject: _____________________________________________
____________________________________________________
____________________________________________________
Actions to take:
_______________________________________
____________________________________________________
____________________________________________________
 TASK 2:Copy the expressions in the
conversation and try to think of other
options to say
MODEL CONVERSATION
the same
OTHER EXPRESSIONS
Answering: XXX Co. XX Speaking. May I
help you?

Saying the person is not in:

Offering to take a message:

Saying what is your message:

Say you are writing:

Checking the message:

Saying who do you work for:

Saying you will give the message:

 TASK 3. role play a
conversation
You are the P.A of Mr
Ross. Answer the
phone and take the
message.

Calls registry. Date: ___________

Callers name_________________________________________
Phone #: ____________________________________________
Subject: _____________________________________________ Ask for Mr. Ross.
____________________________________________________ Invent a reason for
____________________________________________________ your call.
Actions to take: _______________________________________ Leave a message.
____________________________________________________
 Practice: Leaving a Message
Student A:
You want to speak to Ms Braun about
your account with her company,
W&W. If Ms Braun isn't in the office,
leave the following information:
Your name
Telephone number: 347-8910 (or use
your own)
Calling about changing conditions of
your contract with W&W
You can be reached until 5 o'clock at
the above number. If Ms Braun calls
after 5 o'clock, she should call 458-
2416
Student B:
You are a receptionist at W&W. Student A
would like to speak to Ms Braun, but she is
out of the office.
Take a message and make sure you get the
following information:
Name and telephone number - ask student
A to spell the surname
Message student A would like to leave for
Ms Braun
How late Ms Braun can call student A at the
given telephone number
Calls registry. Date: ___________
Callers name_________________________________________
Phone #: ____________________________________________
Subject: _____________________________________________
____________________________________________________
____________________________________________________
Actions to take: _______________________________________
____________________________________________________
 telephoning
Answering the phone
Good morning/afternoon/evening,
York Enterprises, Elizabeth Jones
speaking.
Who's calling, please?
Introducing yourself
This is Paul Smith speaking.
Hello, this is Paul Smith from
Speakspeak International.
Asking for someone
Could I speak to John Martin, please?
I'd like to speak to John Martin,
please.
Could you put me through to John
Martin, please?
Could I speak to someone who
Explaining
I'm afraid Mr Martin isn't in at the
moment.
I'm sorry, he's in a meeting at the
moment.
I'm afraid he's on another line at the
moment.
Putting someone on hold
Just a moment, please.
Could you hold the line, please?
Hold the line, please.
Problems
I'm sorry, I don't understand. Could
you repeat that, please?
I'm sorry, I can't hear you very well.
Could you speak up a little, please?
I'm afraid you've got the wrong
number.
I've tried to get through several times
but it's always engaged.
Could you spell that, please?
Putting someone through
One moment, please. I'll see if Mr
Jones is available.
I'll put you through.
I'll connect you.
I'm connecting you now.
Taking a message
Can I take a message?
Would you like to leave a message?
Can I give him/her a message?
I'll tell Mr Jones that you called
I'll ask him/her to call you as soon as
possible.
3. Taking room reservations
You are a receptionist at
a hotel desk, you are
in charge of taking
room reservations
TIPS
Make sure you have
all the information
about the hotel.
Note down the
reservation data and
check that it is correct
 Model conversation
R: Good afternoon, Merrington C: Hi! Id like to book a room for 2
Hotel, How can I help you? nights for next weekend.

R. Would you like a single, double, twin or C: A twin, please.

suite?

R: Let me check if we have anything available
yes, we have a twin available. Would you like full
board, half board or only breakfast?
R: Of course.
C: Half board, please, but, is it possible to have
dinner instead of lunch?
C: One more question, Do the rooms have air
conditioning?

R: Yes sir, they do. C: And one more thing, is there a tub or a shower in
the bathroom?
R: In the twin rooms there are showers, sir.
C: Ok, thats fine.
R: Could you please give me a contact
number, please? C: Yes, it is 657 89 08

R: Could you give me your full name,

please? C: This is Andrei Luppude

R: All right. Let me read the information back to C: Yes, thats correct. Thank you
you: You want a twin room for October 17th and very much..
18th, with half board for dinner. Your number is
657 89 08 and your name Andrei Luppude. Is
that right?
C: Good bye
R: thanks for calling. Good bye.
 Task 1: Note down vocabulary and expressions
Vocabulary: taking room reservations on the
phone
 Task 2: role play a room reservation
You are the recepcionist at
the Washington Hotel.
Answer any questions.
Take a room reservation
and fill up the form below.

You want to book a room for 3

Reservation number: 1345
days in November. It is for 3
Surname: _____________ Contact name: _______________ people. Ask if there is a
parking, if there is TV in the
Arrival: _______________ Contact No. _________________ rooms and the price of the
Nights: ______ rooms. Say if you want full
board, half or just breakfast.
Departure: ______________

Adults: _______ Child: ____

Rooms: ______ Room type: _______________

Board: _________________________________
 Role play: booking a room
A: You are Mr/Ms. B: You work for California Hotel. Fill
Doupont. You want to up the room reservation form
below. Say that you are not
book a room for 2 having a Halloween Party, but
people for October that you can find information
about any parties in town. Twins
31st. You want to cost 80, doubles 85.
know how much are Reservation number: 1345
the rooms, if they Surname: _____________ Contact name:
have coffee and tea _______________
Arrival: _______________ Contact No.
facilities and if they _________________
are having a Nights: ______
Departure: ______________
Halloween Party. Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Room price: ___________ Board: _________________________________
Other: _________________________________
C: You are Mr/Ms. Sowards. D: You work for K1
You want to book a room Hotel, fill the form
from November 2nd to
November 4th. You need a below. The bar
single room. Ask if there is closes at 11 p.m.
a bar in the hotel and what
time it closes. You want
Singles cost 75
breakfast and dinner.

Reservation number: 1345

Room price: _______________
Surname:_________ Contact name: _________
Arrival: _______________ Contact No. _______
Nights: ______
Departure: ______________
Adults: _______ Child: ____
Rooms: ______ Room type: _______________
Board: ________________________________
Other: __________________________________
E: You are Mr./Ms. F: You work for the
Sloterdjik. You need Sheraton Hotel. There
are no double rooms
to book a room for
available for the 24th
3 for December and 25th. Only a suit
24th and 25th. Ask is left. The suit costs
if they do anything 200 and the
special for Christmas Party
50/person.
Christmas. Ask how Reservation number: 1345

much would Surname: ________ Contact name: ______

Arrival: __________ Contact No. _______
everything be. Nights: ______
Departure: ______________
Book or dont book Adults: _______ Child: ____
Rooms: ______ Room type: _______________
the room. Board: _________________________________
Other. __________________________________
Price: ____________