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Listen to four telephone calls and decide which of the following four criticisms of the person receiving the calls is most suitable.

1. Listen   Answers
2. Listen
3. Listen
4. Listen


Hello, John Butler speaking.
Good morning, Iberia. How can I help you?. This is Freda Grey
My name’s Raymond Pike

Could you put me through to Miss Christopher?
I’d like to speak to Mr. Williams please.
Could I have the accounts department please?

Would you mind taking a message?
Can I take a message?
Who’s speaking please?
Can I take your name/phone number please?
Could you ask her to ring me when she gets back?

I’m calling about your email
I’m phoning to confirm the price of….
I’m returning her call

Could you spell that for me?
Could you repeat that please?
I’m sorry, I didn’t catch the number/price/amount/address etc.
Can I read that back to you?

I’ll make sure he/she gets the message.
I’ll tell him/her as soon as she gets back.
Thanks for calling.
Thank you for your help.

I’m sorry, he’s out of the office at the moment.
I’m afraid she’s not available.

Listen Listen and repeat the expressions.

Match the expressions on the left with similar expressions on the right. Follow the example.

I'll get back to you
   

Answers

Give me a ring
   
I'll call you
   
Could I have your name?
   
I'm putting you through
   
Would you like to hold?
   
The line's engaged
   
How can I help you?
   

Listen Listen and repeat the expressions.

Listen Listen to a business call. Do you notice anything wrong with it?

Look at the transcription and try to improve the conversation by writing expressions from above.

Yes?
I want Michelle Grant
She’s out
So…take a message. It’s Dave Winter. Tell her to call me after lunch.
What’s your surname again?
Winter.
Alright. What’s your number?
0208 495 6737
OK. Got it.
Right. Bye.
Bye.
Answers Check with an example conversation

Listen Listen to the improved conversation. How is the intonation different?

Listen Listen, read and repeat the conversation.

Imagine you are Dave Winter. Listen Listen to one side of the conversation and try to remember what Dave Winter said BUT, use your name and telephone number.

Answers

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