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

	1.		- ? - The person is too informal The person is too impolite The person is too inefficient The person sounds bored
	2.		- ? - The person is too informal The person is too impolite The person is too inefficient The person sounds bored
	3.		- ? - The person is too informal The person is too impolite The person is too inefficient The person sounds bored
	4.		- ? - The person is too informal The person is too impolite The person is too inefficient The person sounds bored

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 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		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy
Give me a ring		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy
I'll call you		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy
Could I have your name?		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy
I'm putting you through		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy
Would you like to hold?		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy
The line's engaged		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy
How can I help you?		- ? - Do you mind waiting? Who's calling please? What can I do for you? I'm connecting you I'll phone again I'll phone you Phone me I'm afraid it's busy

Listen and repeat the expressions.

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.

Check with an example conversation

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

Listen, read and repeat the conversation.

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

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