UNIT 1 TELEPHONING

Function 1: Making and receiving phone calls

Key Expressions # 1

Asking to speak to someone Saying the person isn’t free

Could I speak to …? I’m afraid (he’s out of the office).
Is …there, please? Can I take a message?
Identifying the caller Leaving a message
Could I have your name, please? Can / Could I leave a message?
A Who’s calling, please? Can / Could you ask him / her to call me back?
B This is / I’m …
Giving a reason for the call Finishing
I’m calling about … I’ll give him / her the message.
I’m phoning to … Thank you for your help / calling.
Speak to you later.

Task 1.1 Match sentences 1-5 with responses a-e. Put C for caller and R for receiver.
_____ 1) Is Mrs Ackers there, please? _____ a) This is Simon Ilago from AOS.
_____ 2) Who’s calling, please? _____ b) I’m calling to offer you a special price on printers.
_____ 3) What can I do for you? _____ c) Speaking.
_____ 4) Can I call you back tomorrow? _____ d) You’re welcome. Goodbye.
_____ 5) Thanks for calling. _____ e) Sorry, but I’m out of the office tomorrow.

Task 1.2

► Work with your friend. Have similar conversation using your own ideas.

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Task 1.3 Simon Mandel wants to speak to Lauren Dixon, but she isn’t there. Complete the
phone conversation with the receptionist using the Key Expressions # 1.
Simon (1) ________________________________________
Receptionist (2) ________________________________________
Simon (3) ________________________________________
Receptionist (4) __________________ Lauren’s with her clients at the moment.
(5) ________________________________________
Simon Yes, sure. (6) ________________________________________
Receptionist OK. So that’s Simon Mandel. Does she have your number?
Simon Yes, she does.
Receptionist All right. (7) ________________________________________
Simon (8) ________________________________________ Good bye.

… A few hours later …

Simon is still waiting for Lauren to call. He phones her again. Write sentences or
choose words to complete the conversation.
Simon (9) ________________________________________
Lauren Yes, welcome / speaking. Is that Simon?
Simon Yes, it is. Hi, Lauren.
Lauren Hi, Simon. Did you call earlier and take / leave me a message?
Simon Yes, this morning.
Lauren I’m sorry. I didn’t manage to call you back. What can I do for you?

Simon (10) __________________ ask for your email address to send you the new hand tools
list as requested.
Lauren That’s great, Simon. (11) ________________________________________
Simon You’re welcome.
Lauren I’ll phone you again on Monday to give you more news.
Simon OK. Listen / Speak to you next week. Bye.

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Function 2: How to confirm information

Task 2.1 Listen and complete the sentences.

1) ___________ he work in International Sales?
2) He travels a lot to South America, ___________?
3) He went to the trade fair in San Francisco, ___________?

Task 2.2 Use different ways of confirming the information in the sentences below.
1) Thomas’s in charge of the engineering project.
________________________________________________________________________________
2) Robert’s leaving for the plant to meet the important visitors.
________________________________________________________________________________
3) Keth went to the METALEX exhibition in Vietnam last year.
________________________________________________________________________________

Grammar Note: Tag Questions

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Function 3: Making and dealing with complaints

Key Expressions # 2

Asking about the problem Sympathizing / Apologizing

How can I help you? I’m very sorry about that.
What can I do for you? I’m sorry to hear that.
Can you give me more details? I do apologize.
What exactly is the problem? I’m afraid we can’t …
Making the complaint Dealing with the complaint
I’m sorry, but … I’ll look into it / deal with it right away.
(The machine) doesn’t work. Let me check.
There’s a problem with … I’ll get back to you.
I’m not happy about …

Task 3.1 Listen to four conversations. Note down the problem and solution in each.
Conversation 1: Problem _____________________________________________________________
Solution _____________________________________________________________
Conversation 2: Problem _____________________________________________________________
Solution _____________________________________________________________
Conversation 3: Problem _____________________________________________________________
Solution _____________________________________________________________
Conversation 4: Problem _____________________________________________________________
Solution _____________________________________________________________

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Task 3.2 Put this conversation in the right order (1-10).
_____ Oh dear. I do apologize. Can you give me your order number?
_____ Yes, it’s IV005. That was the reference on my order.
_____ Yes, that’s right.
_____ Well, I sent you pictures of my factory, but I received photos of somebody’s birthday party.
_____ Photo World. Good afternoon. How can I help you?
_____ Yes, sure. I’ll wait to hear from you.
_____ Oh, I’m sorry to hear that. Can you give me more details?
_____ Let me check. So you’re Mr Eric?
_____ OK. I’ll deal with it right away. Can I call you back in five or ten minutes?
_____ Hello. I’m calling because there’s a problem with some photos you sent me.

Task 3.3 Complete the conversation between the shop assistant (SA) and the customer (C) with
the Key Expressions # 2.
SA Good morning, sir. (1) ________________________________________
C I bought this item yesterday but (2) ________________________________________
(3) ________________________________________
SA Oh, (4) ________________________________________
C I’d like a refund, please.
SA (5) ________________________________________ give you a refund.
C Well, can’t you replace it?
SA I’m not sure if we have any more in the shop. (6) __________________ one moment, please.
… Ten minutes later …

SA No. I’m afraid you bought the last one, but we can have one here for you tomorrow. Well,
(7) ________________________________________ right now and then I can give you a time to
collect. Do you have three minutes?

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Task 3.4

► Work with your friend. Have similar conversation using your own ideas.

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Function 4: How to avoid negative answers

Task 4.1 What’s wrong with the employee’s answer? Can you think of a better response?
Employer Have you finished the project proposal?
Employee No, I haven’t. I’ve been very busy.

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Task 4.2 Listen and complete the responses.

1) I haven’t, but ________________________________________ of the product last month.
2) No, but ________________________________________ to do.
3) No, but ________________________________________ before the end of the week.
4) No, but ________________________________________ on holiday.

Task 4.3

► Work with your friend. Have similar conversation using your own ideas.

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Adapted from: Grant, D., Hudson, J., & Hughes, J. (2017). Business Result (2nd ed.). China: Oxford
University Press.