PRODUCTION

 

Speaking 

1. Go through the questions as quickly as you can. Then ask your partner. Discuss advantages and disadvantages of technological development. 

1) Can you imagine life without the telephone? 2) Have you got a cordless telephone? 3) How many telephone numbers do you have? 4) Where do people have telephones nowadays? 5) What do you think of telephones in cars? 6) Do you like leaving messages on answer phones? 7) Why don’t people like answer phones? 8) Do you think technological development makes our life easier?

 

2. Choose the one correct answer to the quiz questions. 

 

Quiz 

1) When you telephone a company the person answering the phone may ask you a question. Which is the correct question?

a. Who’s calling, please?	с. Who calls?
b. Who it is?	d. Who called?

 

2) Which phrase means the same as ‘hang on a moment?’

a. Just a second.	c. Go ahead.
b. I’ll put you on.	d. I’m ready.

 

3) Choose the correct word: “Please … and I’ll put you through.”

a. stop	c. talk
b. stay	d. hold on

 

4) What is the expression used to connect two people on the telephone?

a. I’m sending you through.	c. I’m putting you through.
b. I’m calling you through.	d. I’m talking you through.

 

3. Compare with your partner. Same or different? 

4. Successful telephone conversation in a business setting presupposes the following seven steps: 1) greeting; 2) identification; 3) offering help; 4) exchange of information; 5) confirmation of message; 6) confirmation of action; 7) closing. Practice the seven steps and the telephone etiquette in the following situations. 

 

Situation 1: Taking a message 

You receive a call for your office mate who is not in the office. In a polite fashion, take a message. After you have done this once, reverse the roles and do it again. 

Useful language: 

Mr. Johnson’s telephone, Peter Smith’s speaking.

Mr. Johnson is away from his desk / just stepped out for a moment / is in a meeting / is not in today / is on a business trip.

Would you like to leave a message? / Can I help you?

Mr. Johnson is on another line. Would you like to hold on or would you like to leave a message?

Would you like him to call you back? 

 

Situation 2: Arranging a meeting 

Call and arrange a meeting. 

Useful language:

Let’s set up a meeting.

When is it convenient for you?

Let me check my schedule / calendar.

How about two o’clock? / Is two o’clock alright? / Is two o’clock convenient? 

 

Situation 3: Dealing with a complaint 

Invent two situations in which a customer has a complaint. Role play the telephone conversations so that both of you play each role (customer and customer service representative) once. Dealing with a complaint demands the utmost of language sophistication to avoid losing a customer. In this situation, you must calm the customer down, solve the problem, and reestablish good will. 

Useful language: 

I am sorry that this inconvenienced you.

I’ll get over there right away. / I’ll send a service person immediately.

I’ll see what I can do and get back to you immediately.

I am afraid there’s nothing we can do at the moment, but I’ll get back to you as soon as I can.

 

Writing 

1. Write a composition about the office of your dream. Alternatively, make a presentation of it. 

2. Write an essay on one of the following topics. Alternatively, do activity three. 

The best way to work is from home.

Technological development works wonders in the office.

It is not easy to make a good impression over the telephone.