TELEPHONE

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TELEPHONE
BUSINESS
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1. Transfering a call

• You are a switchboard operataor, you are in
  charge of transfering calls.
• TIPS
• Always identify yourself and your company.
• Ask who is calling, note down names if necessary.
  
• Say to hold on
• Say you are transfering the call

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A model conversation
Good morning! LTD Company, Rose Johnes speaking.
How can I help you?
Riiiiiiiiing!!!!!
Hi! Could I speak to Mr. Lopez, please?
Who s calling, please?
This is Martjin Vraussftung, from ITT
Could you spell that, please?
Of course, M-a-r-t-j-i-n (next word)
V-r-a-u-s-s-f-t-u-n-g
Let me read that back to you. Correct? O.K,
Hold on a minutePutting you through.
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TASK1Copy the expressions from the conversation
and try to think of other options to say the same
MODEL CONVERSATION OTHER EXPRESSIONS
Answering
Ask for someone
Ask name
Say name
Ask to spell
Check spelling
Transfering a call
Putting someone on hold
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TASK 2 ROLE PLAY A PHONE CALL

• You work for the hotel Princetown in England,
  You are in charge of the switchboard.
• Answer the phone.
• Note down name, number and e-mail of the person
  calling.
• Transfer the call.

You are (invent a difficult name), You want to
speak to Mr. Gonzalez.
Phonecall record Callers name
_____________________ Callers phone
___________________ Callers e-mail
____________________ Call trasnsfered to
_________________
Tip when role playing a phone call allways sit
back to back, it will make it more realistic as
when you are on the phone you cant see peoples
faces and this is the main difficulty
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2. TAKING A MESSAGE

• You are a Personal Assistant in a company. You
  are in charge of taking phone messages for your
  Boss, who is not inn.
• TIPS
• Identify you and your company
• Identify the caller.
• Say the reason for your bosss unavailability.
• Offer to take a message.
• Note down the message.
• Say you will pass it on asap.

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Model conversation
A LTD Ltd. Mar Lluc speaking. May I help you?
B Hi! This is Francesco Motta, from Systems Co.
Id like to speak to Mr Daniels, please
A I am sorry, but Mr. Daniels is in a meeting at
the moment. May I take a message?
B It is about our contract for computer
maintenance, I have sent a draft to his mail and
I wanted to make sure he got it.
A Ok, Let me note it down Could you spell your
name please?
B F-R-A
A all right. Let me read that back to you Your
name is Francesco Motta, with double t, and you
have sent a draft of the contract for computer
maintenance. Sorry, what is the name of your co.?
B I work for Systems Co. I am the Sales
Manager.
B Thanks a lot. Good Bye.
A Ok, thank you very much. Ill make sure he
gets the message. Good bye!
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TASK 1. complete the call registry

• Calls registry. Date ___________
• Callers name_____________________________________
  ____
• Phone _________________________________________
  ___
• Subject _________________________________________
  ____
• __________________________________________________
  __
• __________________________________________________
  __
• Actions to take _________________________________
  ______
• __________________________________________________
  __
• __________________________________________________
  __

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TASK 2Copy the expressions in the conversation
and try to think of other options to say the same
MODEL CONVERSATION OTHER EXPRESSIONS
Answering XXX Co. XX Speaking. May I help you?
Saying the person is not in
Offering to take a message
Saying what is your message
Say you are writing
Checking the message
Saying who do you work for
Saying you will give the message
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TASK 3. role play a conversation
You are the P.A of Mr Ross. Answer the phone and
take the message.
Calls registry. Date ___________ Callers
name_________________________________________ Phon
e ____________________________________________
Subject _________________________________________
____ _____________________________________________
_______ __________________________________________
__________ Actions to take ______________________
_________________ ________________________________
____________________
Ask for Mr. Ross. Invent a reason for your call.
Leave a message.
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Practice Leaving a Message
Student B You are a receptionist at WW. Student
A would like to speak to Ms Braun, but she is out
of the office. Take a message and make sure you
get the following information Name and
telephone number - ask student A to spell the
surname Message student A would like to leave
for Ms Braun How late Ms Braun can call student
A at the given telephone number

• Student A
• You want to speak to Ms Braun about your account
  with her company, WW. If Ms Braun isn't in the
  office, leave the following information
• Your name
• Telephone number 347-8910 (or use your own)
• Calling about changing conditions of your
  contract with WW
• You can be reached until 5 o'clock at the above
  number. If Ms Braun calls after 5 o'clock, she
  should call 458-2416

Calls registry. Date ___________ Callers
name_________________________________________ Phon
e ____________________________________________
Subject _________________________________________
____ _____________________________________________
_______ __________________________________________
__________ Actions to take ______________________
_________________ ________________________________
____________________
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telephoning

• Answering the phone
• Good morning/afternoon/evening, York Enterprises,
  Elizabeth Jones speaking.
• Who's calling, please?
• Introducing yourself
• This is Paul Smith speaking.
• Hello, this is Paul Smith from Speakspeak
  International.
• Asking for someone
• Could I speak to John Martin, please?
• I'd like to speak to John Martin, please.
• Could you put me through to John Martin, please?
• Could I speak to someone who
• Explaining
• I'm afraid Mr Martin isn't in at the moment.
• I'm sorry, he's in a meeting at the moment.
• I'm afraid he's on another line at the moment.

• Problems
• I'm sorry, I don't understand. Could you repeat
  that, please?
• I'm sorry, I can't hear you very well. Could you
  speak up a little, please?
• I'm afraid you've got the wrong number.
• I've tried to get through several times but it's
  always engaged.
• Could you spell that, please?
• Putting someone through
• One moment, please. I'll see if Mr Jones is
  available.
• I'll put you through.
• I'll connect you.
• I'm connecting you now.
• Taking a message
• Can I take a message?
• Would you like to leave a message?
• Can I give him/her a message?
• I'll tell Mr Jones that you called

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3. Taking room reservations

• You are a receptionist at a hotel desk, you are
  in charge of taking room reservations
• TIPS
• Make sure you have all the information about the
  hotel.
• Note down the reservation data and check that it
  is correct

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Model conversation
R Good afternoon, Merrington Hotel, How can I
help you?
C Hi! Id like to book a room for 2 nights for
next weekend.
R. Would you like a single, double, twin or suite?
C A twin, please.
R Let me check if we have anything available
yes, we have a twin available. Would you like
full board, half board or only breakfast?
C Half board, please, but, is it possible to
have dinner instead of lunch?
C One more question, Do the rooms have air
conditioning?
R Of course.
R Yes sir, they do.
C And one more thing, is there a tub or a shower
in the bathroom?
R In the twin rooms there are showers, sir.
C Ok, thats fine.
R Could you please give me a contact number,
please?
C Yes, it is 657 89 08
R Could you give me your full name, please?
C This is Andrei Luppude
R All right. Let me read the information back to
you You want a twin room for October 17th and
18th, with half board for dinner. Your number is
657 89 08 and your name Andrei Luppude. Is that
right?
C Yes, thats correct. Thank you very much..
C Good bye
R thanks for calling. Good bye.
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Task 1 Note down vocabulary and expressions
Vocabulary taking room reservations on the phone















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Task 2 role play a room reservation
You are the recepcionist at the Washington Hotel.
Answer any questions. Take a room reservation and
fill up the form below.
You want to book a room for 3 days in November.
It is for 3 people. Ask if there is a parking, if
there is TV in the rooms and the price of the
rooms. Say if you want full board, half or just
breakfast.
Reservation number 1345 Surname _____________
Contact name _______________ Arrival
_______________ Contact No. _________________ N
ights ______ Departure ______________ Adults
_______ Child ____ Rooms ______ Room type
_______________ Board __________________________
_______
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Role play booking a room

• A You are Mr/Ms. Doupont. You want to book a
  room for 2 people for October 31st. You want to
  know how much are the rooms, if they have coffee
  and tea facilities and if they are having a
  Halloween Party.
• Room price ___________

• B You work for California Hotel. Fill up the
  room reservation form below. Say that you are not
  having a Halloween Party, but that you can find
  information about any parties in town. Twins cost
  80, doubles 85.

Reservation number 1345 Surname _____________
Contact name _______________ Arrival
_______________ Contact No. _________________ Ni
ghts ______ Departure ______________ Adults
_______ Child ____ Rooms ______ Room type
_______________ Board ___________________________
______ Other _________________________________
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• C You are Mr/Ms. Sowards. You want to book a
  room from November 2nd to November 4th. You need
  a single room. Ask if there is a bar in the hotel
  and what time it closes. You want breakfast and
  dinner.
• Room price _______________

• D You work for K1 Hotel, fill the form below.
  The bar closes at 11 p.m. Singles cost 75

Reservation number 1345 Surname_________
Contact name _________ Arrival _______________
Contact No. _______ Nights ______ Departure
______________ Adults _______ Child ____ Rooms
______ Room type _______________ Board
________________________________ Other
__________________________________
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• E You are Mr./Ms. Sloterdjik. You need to book
  a room for 3 for December 24th and 25th. Ask if
  they do anything special for Christmas. Ask how
  much would everything be. Book or dont book the
  room.
• Price ____________

• F You work for the Sheraton Hotel. There are no
  double rooms available for the 24th and 25th.
  Only a suit is left. The suit costs 200 and the
  Christmas Party 50/person.

Reservation number 1345 Surname ________
Contact name ______ Arrival __________
Contact No. _______ Nights ______ Departure
______________ Adults _______ Child ____ Rooms
______ Room type _______________ Board
_________________________________ Other.
__________________________________