IV. Read the sentences, substitute the underlined words by the synonyms from the box.

engaged, to call, to control,

partner, especially

1. Your colleague will answer a telephone call by picking up the receiver.

2. When you need to telephone somebody you look for his phone number in the directory.

3. If a person is speaking on the phone when you call him, his number is busy.

4. Taking messages demands both writing and listening skills particularly when a caller is speaking quickly.

5. When using the telephone, many people do not care to monitor a tone of the voice.

V. Practice in using phrasal verbs and insert the proper adverbs.

1. When the phone rings, pick … the receiver.

2. If you are busy I can call you … later.

3. I dialed his number several times, but I can’t get … .

4. Please, stop speaking on the phone, hang … !

5. When pronouncing telephone number, you should call … each figure separately.

through, out, back, up (2)

VI. Answer the following questions.

1. What is a telephone directory?

2. What is called toll-free number?

3. What numbers should you dial in an emergency situation – in Russia, in the USA? What are the examples of emergency?

4. What skills are particularly important when taking messages on the phone?

5. What is necessary to remember when pronouncing telephone numbers and spelling names or words over the telephone in the English language?

6. How to avoid conflicts speaking on the phone?

VII. Complete the statements using the information from the text or your own experience.

1. If you pronounce a number in which 7 is used twice … .

2. To place an emergency telephone call in the USA … .

3. To place an emergency telephone call in Russia … .

4. If a surname is difficult to write …

5. Use a friendly tone of the voice if … .

6. Conflicts related to tone occur because … .

7. If you control tone and emotions speaking on the phone … .

VIII. Practice in making up telephone calls using the phrases below.

Outgoing call	Incoming call
1. Self-identification My name is Kim Forbs. I’m from Leeds. This is Linda Mayson.	1. Company identification Hewlett-Packard Company. Good morning.
2. Explanation of the purpose of call Can I speak to Mr. Black, please? Can you put me through to Mr. Black? I’m interested in … . I’m calling to ask about … .	2. Self-identification Sam Beckham. Sam Beckham speaking.
3. Leaving a message Can you give … a message? Could you ask Mr. Black to call me (when he gets back)? Could you tell Mr. Black I’ll call later? When can I reach him? Can I speak to somebody else?	3. Helping the caller Can I help you? Who would you like to speak to? Who’s calling, please? What company are you from?
4. Making appointment I’d like to make an appointment at 3 p. m. I call Mr. Black to make an appointment at 10 o’clock on Friday.	4. Connecting the caller Just a minute/second/moment, please. Hold the line, please. I’ll put you through.
5. Changing appointment Can we arrange a meeting some time next week? I’m afraid I can’t come on that day. Could we fix another day?	5. Explaining that someone is not available I’m afraid Mr. Black is not available at this moment. I’m afraid Mr. Black is out. I’m sorry, his/her line is engaged.
6. Canceling appointment I’d like to cancel my appointment tomorrow. I’ll call Mr. Black back to make another appointment.	6. Alternative actions Can you call/ring/phone back later? Would you like to leave a message? Can I take a message?