Ending the call

Responding to thanks

Acknowledging

Correcting

Showing understanding

Asking for spelling

Asking for repetition

Declining arrangements and suggesting alternatives

Confirming arrangements

Confirming information

Alternative actions

Explaining that someone is not available

Asking for further information

Helping the caller

Identifying yourself when you pick up the phone

Incoming calls (when you receive the call)

Telephoning

Write a short paragraph about a financial institution summarizing its history so far.

ACTIVITY

SECTION С

Tom Brown.

Tom Brown speaking.

Could 1 speak to Tom Brown? Yes, speaking.

Can 1 help you?

Who would you like to speak to?

Asking for the caller's identification

Who is speaking, please?

Who is calling, please?

Who would you like to speak to..., please? And your name is?

What's it in connection with, please?

I am afraid that... is not available this morning (at the moment).

I am afraid that... is out (in a meeting, with a client at the moment).

I am sorry, but... is on holiday (not in the office this week).

I am sorry, but... is on the other line at present.

I am afraid his/her line is engaged. Do you want to hold?

Could you ring (call, phone) back later?

Would you like to leave a message?

Can I take a message?

Yes, that's right, correct. Let me just repeat that...

Yes, that suits me fine.

Yes, that would be fine.

Yes, that's fine

I am afraid I won't be in the office on...

I am sorry, but (day or time) doesn't suit me at all.

I am afraid I can't manage (make)... (day, time)

Can you manage... (day) at... (time)?

I could make it on... (day) at... (time)

How about... (day or time)?

Could I have your name again, please?

Could you repeat that?

I'm sorry I didn't catch that.

Could you spell that, please?

I see.

I've got that.

Right.

No, not Seanew Seaview.

That's not right, it's...

That's right.

Not at all.

Don't mention it.

You are welcome.

I look forward to seeing (hearing from you, meeting you).

See you soon. (Speak to you soon.) (inform.)

Thanks for calling.

Good-bye.

■ Ex. 1. Below are three jumbled telephone conversations. Try to arrange the sentences in the right order.

1. — Nixon. I've got that.

— Could I speak to Mr. Peterson, please?

— I am afraid he is not available at the moment. Could you ring back later?

— Hello, this is Richard Nixon from Boston.

— Who's speaking, please?

— Could I have your name again, please?

2. — Good morning, Mr. Wilson. I am Tom Alster of Union Bank in Philadelphia. I'd like to arrange a 15-minute appointment at your convenience.

— Yes, speaking.

— Yes, that would be fine.

— Can I help you?

— Can you manage Monday at two o'clock?

— Could I speak to Mr. Wilson, please?

3. — Well, I'd like some information about prices.

— Hello, United Electronics.

— No, thank you. I'll call back later.

— What is it in connection with?

— It's Mr. Ford of M&A. Can I speak to Mr. Ross, please?

— I am sorry, he is on the other line at the moment. Can I take a message?

■ Ex. 2. Choose the most appropriate response:

1. I am afraid his line is engaged. Do you want to hold?

a) Yes, that would be fine.

b) I'll phone back later.

c) Not at all.

2. Can you manage Friday at eleven o'clock?

a) That's right.

b) 1 see.

c) Yes, that's fine.

3. So that's fixed — Tuesday at 4 o'clock.

a) Thank's for calling.

b) Right, I look forward to meeting you.

c) 1 am sorry but the day doesn't suit me at all.

4. Let me just repeat that. 123-425-631.

a) Yes, that's right.

b) Yes, that's fine.

c) Not at all.

5. Who is calling, please?

a) Mr. Black speaking.

b) This is Mr. Black.

c) Mr. Black here.

■ Ex. 3. Complete these short dialogues:

1. A: My name is Thatcher.

B:...

A: Yes, its T,H,A,T,C,H,E,R. The address is 14 Green Lane.

B:.... I am afraid the line is rather bad.

A: Yes, of course. 14 Green Lane. My phone number is
8789-8156. B: 8789-8166.

A:.... 8789-8156.

B:.... 8789-8156.

2. A: I'd like an appointment with Mr. Smith.

B:...?

A: I'd like to talk about extending my credit.

B: Just a minute. I'll get his diary...?

A: Monday at 2 o'clock.....

B:... then.

A: Thursday at 11 o'clock..... Well, thank you very much for your help.

B: You are welcome.

■ Ex. 4. Work in pairs and build up short conversations following the instructions.

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