5. Match the six telephone skills listed in the text to the following examples of telephone language.

a	A B	Can I have extension 305, please? I’m afraid the line is engaged. Will you hold?
b	A B A	Could I just check that? You need 50 units by Friday, and Mr Johansson can contact you on 943 694726. Yes, that’s correct. Right, Mr Smith. I’ll give him a message as soon as he’s free.
c	A B A	... and it really isn’t good enough. Yes, Mr Wright. I understand what you’re saying and I do apologise for the error. As soon as Mr Downs is back I’ll ask him to get in contact with you. I’m really sorry about this. Right, thank you. I realise it’s not your fault.
d	A B	Could I have a Sales Department, please? One moment, please. Just putting you through now.
e	A B	Jane Clark speaking. Hello, I’m phoning you about your letter of 12^th June.
f	A B	This is Jorgen Bode here. Could I speak to Jean Simmons, please? Oh, I’m sorry, Mr Bode, but Ms Simmons isn’t in the office right now. Can I ask her to call you back? Or I can contact her on her mobile if it’s urgent.

6. Working in a group, discuss ways of improving employee’s telephone skills.

7. Write some guidelines on making a business call.

For example, Always give your name.

Project work

Organize a survey “Telephone in our life”. You should ask people of different ages and occupations. The following plan can help you:

1. Work in a group of three and write a questionnaire for your survey.

2. Conduct the survey.

3. Analyse the results of the survey (prepare tables or graphs).

4. Present the results in the class in a form of a poster or Power Point Presentation.

VOCABULARY 2

1. Work in pairs and make up short dialogues “Asking to speak to someone”. Use phrases given below.

You don’t say I am X

2. Use the following phrases for practicing in giving and taking messages.

• I’m calling about …

• I’m calling to confirm that …

• Could I leave a message?

• Could you tell Y that …?

• Could you ask Y to call me back? My number’s …

• I wonder if you could call back later?

• Can I ask who’s calling?

• Who’s calling please?

• Which company are you calling from?

• May/Can I ask what it’s about?

• May/Can I take a message?

• Would you like to leave a message?

• I’ll ask him/her to call you (when he/she gets back)

• I’m sorry, it’s a bad line. Could you repeat that, please? (Could you speak up, please?)

• I’m sorry, I didn’t catch your name. Could you spell it, please?

• Did you say your number is …?

• Where did you say you’re calling from?

3. It is often necessary to take notes during phone conversations. You can do this by shortening words, like days of the week, and using abbreviations. The notes may not be just for your own use, but other people may need to be able to understand them too.

Here are some ways how you can shorten words:

Re/re = about, regarding, on the subject of	HQ = headquarters
e.g. (Latin: exempli gratia) = for example	MD = Managing Director
NB (Latin: nota bene) = note, notice especially	info = information
i.e. (Latin: id est) = that is, like	asap = as soon as possible
p.a. (Latin: per annum) = per/each year	sb (smb) = somebode/someone
c = about, approximately	@ = at
cf. = compare with	v = against
a.m. = morning	& = and
p.m. = afternoon	pl/pls = please
eve = evening	no. = number
4 = for	2 = to