1) Pairwork: You are working at a company of your choice. Put the

Example: Who did you say I should speak to? a. Can you repeat that please? b. Did you say 'seventeen' or 'seventy'? c. Sorry, which department did you say? d.
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WORKSHEET 1 : TELEPHONING PART 1 : RECEIVING CALLS 1) Pairwork: You are working at a company of your choice. Put the cards face down, draw one and read the question to your partner. Which question did you need to think about? 2) Read this extract from a book on effective telephoning. Which points do you agree or disagree with? Justify. Receiving a telephone call is very different to making one. When someone else calls you, you don’t know what the conversation is going to be about. It could be an enquiry, a complaint or a social call. You might also be in the middle of doing something when the telephone rings, so you will need a few moments to switch your thoughts. However, you can help yourself by gaining time to think and checking that what you have understood is correct. This means ‘correct’ not only in terms of language (if the phone call is not in your native language), but also in terms of what the caller actually meant.



3) Audio 1.a: Listen to Werner Bader, General Manager in Germany for Eatwell, a chain of restaurants, receiving a telephone call from Louise Giles, Sales Director at the US head office. Number the following items in the order that you hear them mentioned. Louise checks she heard the sales figures correctly. Werner explains why he doesn’t have some information. Louise explains the purpose of her call. Werner warns Louise he may not have all the information she needs. Werner checks the board meeting is next week. 4)

 Audio 1.a: Listen again. Tick the phrases listed below that you hear. Let me just think. I’m sorry, I can’t say right now. I’ll have to get back to you on that. I’m not the best person to answer that. I’d rather not say.

I’ll need to work it out and let you know. Can I put it in an e-mail? Er, well, I don’t really know. Hm, good question… Just a moment …



5) Audio 1.b: Listen to these phrases. Notice how the speaker groups some of the words in ‘chunks’ and runs the sounds on. This makes the sentences sound fluent. Divide the sentences into chunks. Example: Let me just/ think. a. b. c. d. e.

I’m sorry, I can’t say right now. I’ll have to get back to you on that. I’m not the best person to answer that. I’d rather not say. I’ll need to work it out and let you know.

f. g. h. i.

Can I put it in an e-mail? Er, well, I don’t really know. Hm, good question… Just a moment…



6) Audio 1.a: The following sentences, which can be used to check and clarify information you may receive, are incomplete. Complete them using the words in the box. Then listen to Werner Bader’s telephone call with Louise to check your answers. which – say – I didn’t – did you – seventeen a. _________ say that the meeting was next week?

c. Did you ________ ‘three hundred and seventy or ‘________’?

b. Excuse me, _________ catch that.

d. Excuse me, south-west and _________ region?



7) Audio 1.c: Listen to these sentences. Notice how the speaker emphasises some words to check them. Underline the stressed word or part of the word as shown in the example. Example: Who did you say I should speak to? a. Can you repeat that please?

d. When was the delivery due?

b. Did you say ‘seventeen’ or ‘seventy’?

e. Sorry I didn’t catch that.

c. Sorry, which department did you say? 8) Put these words in the right order to make sentences and translate them. You can use these sentences to gain time when receiving a phone call. a. think / me / let / just ____________________________________________________________________ _______________________________________________________________________________________ b. it’s / mind / I’m / slipped / afraid / just / my _________________________________________________ _______________________________________________________________________________________ c. you / can / later / call / I / ? ______________________________________________________________ _______________________________________________________________________________________ d. moment / not / at / I’d / say / the / rather ____________________________________________________ _______________________________________________________________________________________ e. interesting / that’s / extremely / an / question ________________________________________________ _______________________________________________________________________________________ f. need / I’ll / it / to / to / check / just / get / you / back / and_______________________________________ ____________________________________________________________________________________ 9) Complete these dialogues using some of the sentences from the previous exercise. What are the prospects of better profits next year? _______________________________________________________________________________________ When is the shipment due to leave? The date was brought forward, wasn’t it? _______________________________________________________________________________________ Can you explain the 20% difference on the balance sheet? _______________________________________________________________________________________ 10) You are not sure whether the information below is correct or not. Write what you would say to check the information that is in bold below. Thirty per cent of the budget is going on advertising. _______________________________________________________________________________________ You need to speak to Jenny Wilding. _______________________________________________________________________________________ That’s right, Mrs Judge –J-U-D-G-E. She’s Head of Finance. _______________________________________________________________________________________ I think he’s coming to visit next week, or is it the week after? No, it’s next week.

_______________________________________________________________________________________ You’ll be speaking first thing in the morning, at 9.30. _______________________________________________________________________________________ Can you e-mail it to me? No you can’t send attachments from there –you’d better fax them. _______________________________________________________________________________________



11) Audio 1.d: Listen to four short extracts. Use some of your answers from the previous exercise to complete the dialogue. Speak in the pauses. Record yourself using Audacity. 12) Correct the following sentences which can be used when receiving a call. Can you to say that again, please? My colleague wills call you as soon as he comes out of his meeting. Sorry, I heard you not. Said you ‘eight thousand’ or ‘eighty thousand’? My client doesn’t can wait much longer. She needs to know by Friday at the latest.



13) You receive a phone call from Philippe Druguet, the Finance Manager of APQ Assurances based in Lyon, France. He wants to give you the latest figures. Look at the notes below and write a dialogue using some of the language used in this unit. Practise saying it, then record yourself using Audacity. Information from Philippe:  Overheads up by 12.9%  Salaries up by 4.3%  Bank loans down to €100,000

Notes Questions to me:  What are the local profit and loss forecasts for the next five years?  How does this year compare with last year?

14) Think of a telephone call that you might receive without warning and that might involve detailed information. Using the framework below make notes to help you deal with it effectively. Expressions to gain yourself time

Expressions to check you’ve understood correctly Useful ‘fillers’

Other

PART 2: RECEIVING AND LEAVING MESSAGES



1) Audio 2.a: Listen to five business people talking about dealing with messages. Put the following topics in the order you hear them mentioned. Feeling awkward about leaving a message on an answerphone Being able to play back a voicemail or answerphone message can be useful. People forgetting to leave their name on an answerphone message? leaving a message with a colleague is better for personal contacts Not being able to receive important messages on voicemail or text 2) Audio 2.a: To what extent do you agree with what the speakers say? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________



3) Audio 2.b: Listen to someone leaving a message and look at the framework below. Complete the notes. Date: Reason for call: Action needed by:

4)

Time:

Name of caller: Action needed: Other: Phone no: 01745 0286093 Mobile no: 07768 093224

Audio 2.c: Listen to a message recorded on an answerphone. Complete the notes below.

Date: Time Name of caller: Veronique Drailly Reason for call: wants to discuss results of last Action needed: union meeting. Action needed by: Other:



5) Which of the following pieces of information were given in audio 2.b and 2.c? Tick the right box to say in what circumstances. Leaving a message… Give the caller’s name. Give the date and time of the call. Explain the reason of the call. Say what action is required.

with a colleague

on an answerphone



6) Add the missing sentences used to give the following information in the two messages in audio 2.b and 2.c. Message with a colleague Date/Time Name of caller Reason for call (explaining) Action needed (requesting) Action to be done by Other

Message on answerphone It’s … here. I was hoping to speak to you about…

Could you ask him to call me back? Would you mind asking…

7) Choose the correct words from the box to complete the sentences below. urgent – about – it’s – wondering – mind – by – ask – on – would I was ___________ if we could discuss the candidates for the secretarial position. Could you __________ her to get back to me as soon as possible? It’s __________. Can you let me know ___________ the end of the week? This is Marie-Noelle. _____________ three o’clock __________ Friday 8th February. ___________ you __________ sending the attachment again? I can’t open your CV. I’m calling ____________ the vacancy.



8) Audio 2.d: Listen and practice the pronunciation of the sentences above. Try to imitate the way the speaker stresses the key words to make the message clear. Record yourself using Audacity.

9)

Audio 2.e: Listen to a voicemail on your mobile phone. Take some notes then prepare to call back.

Date:

Time:

Caller ( name and company):

Reason for call:

Action needed:

Action to be done by:

Other:



10) Audio 2.f: Now make the call in response to the voicemail in the previous exercise. Listen and respond to the secretary as appropriate. Record yourself using Audacity. Cover the following points:     

Introduce yourself and ask to speak to Joakim. Say Joakim called you. Give the information he needs (joined 28th April 2007, left 5th October 2011, contribution rate 3%). Give your number. Say he needs to call you by tomorrow to discuss the details. Thank the secretary.



11) Read this text message and prepare to call Joakim back. You will need to leave a message on Joakim’s answerphone. Record yourself using Audacity. Am in a meeting. Need details of yr working hours. Pls call by end today. If still in meeting, leave message. thx Joakim ! Remember to leave your name and the date and time of your call. Reason for calling:

Action needed:

Action to be done by:

Other:

PART 3: CONFERENCE CALLS 1) What do you know about conference calls? What are their advantages and disadvantages? Note your ideas on the diagram below.

2) What are some of the similarities between making a telephone call and a conference call? What are some of the differences? Make some notes here: Similarities _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________

3)

Differences _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________

Audio 3.a: Listen to part of a telephone conference. Take notes on what is said:

Participants: Dr Aigner (Chair), Mr Krempa (Purchasing), Mrs Duchonava (Logistics), Mr Lodl (Warehouse), Ms Hanzelova (QA). Agenda: Production of the new model, the BG7, specifically:  ________________________________________________________________________________  ________________________________________________________________________________  ________________________________________________________________________________ Decisions made (including dates and people responsible):  ________________________________________________________________________________  ________________________________________________________________________________  ________________________________________________________________________________

4)

 Audio 3.a: Listen again. Tick the skills/ functions you hear being used: Dealing with bad reception Caller identifying himself/ herself Explaining the purpose of the call Giving a running commentary

Checking and clarifying Receiving a message Gaining time to check information Dealing with interruptions



5) Audio 3.a: Listen again to the conference call. What does Dr Aigner say to encourage participants to say something, even though he can’t necessarily see them? There are seven examples. ________________________________________

________________________________________

________________________________________

________________________________________

________________________________________

________________________________________

________________________________________ 6) Match the functions to the phrases. Function Summarizing what has been said

Phrase Thank you, everyone.

Signalling the end of the call

We’ll speak again next week.

Thanking the participants

I’ll let you all know the outcome.

Referring to the next contact

So, first of all we agreed to …; secondly, we said… and the final point was… OK, then, we can call it a day.

Promising action



7) Audio 3.b: Listen to the sentences. Notice how the speaker’s voice rises and falls and where he pauses. Draw an arrow over the word to show the direction of the voice, and draw a vertical line to show the pauses, as in the example. Example: Right, I think that’s everything. So, first of all we agreed to cut prices: secondly, we said we’d advertise locally; and the final point was to offer discounts on bulk orders. OK, then, we can call it a day. Thank you, everyone. We’ll speak again next week. I’ll let you know about… Tita? Mrs Aguillar, would you like to say something? Any reactions?

8) Put these letters in the correct order to make short phrases which encourage people to take turns. The first letter is in the correct place. Wdyhooauttkinh? ________________________________________________________________________ Ayenleonse? ____________________________________________________________________________ Wuthoaaybtuo? __________________________________________________________________________ Jnho? __________________________________________________________________________________ Deyegooaur?____________________________________________________________________________ 9) Join the halves to make sentences you can use to summarise and end a call. OK, we’ve agreed to

scheduled for Friday.

Right, I think

for their contributions to the discussion.

I’d like to thank everyone

cut overheads by five per cent.

Anyway, we’ll leave

nothing else…

So, if there’s

it there for now.

Our next meeting is

that’s everything for today.

I’ll get Janice

to send the minutes round ASAP.



10) Audio 3.c: Listen to the sentences and repeat them. Pay particular attention to the way in which the speaker’s voice rises and falls. Record yourself using Audacity. 11) Complete the final stages of the telephone dialogues below: Conference 1 Chair

Right. Is that everything? So we’ve _______ to delay production by a month.

Everyone

Yes.

Chair

OK, then, _______ call it a day. _________ , everyone.

Man

When is our next meeting?

Chair

Can we all ________ next Monday? I’ll ________ you all know the exact time as soon as possible.

Conference 2 _________, I believe that’s everything. I’d like to thank everyone for their ________ to this meeting. We _________ next speak in a month’s time, and in the meantime, I’ll ________ the staff of our decision. 12) Think about teleconferences in general and answer the following questions.  What is the difference between participating in an audio conference and a video conference?  How many people can take part? How can the discussion be controlled?  How can time differences or technical problems be dealt with?  Which expressions can you use? Which can you pronounce easily?

13) Think of a conference call you might make. Plan it using the framework below. Then make the call. Notes

Expressions to use

Pronunciation tips

Getting through and starting off During the call (checking and clarifying, gaining time, dealing with problems, turntaking) Summarizing Ending

Use this framework for role-plays to practice your telephoning skills. Make the role-plays realistic and relevant to you. Checklist:  purpose of call  key vocabulary  telephoning skills needed  pronunciation tips  useful expressions  cultural comments Person A

14) Reflect on your teleconference.    

How did it go? Was the turn-taking effective? Was the discussion well summarized and closed? What would you do differently next time?

Person B