1. Business-English over the telephone. Using SANACO LAB 90 center.

2. CONTENTS: Introduction IntroductionIntroduction Pre-listening task. Pre-listening task.Pre-listening Listening 1 Listening 1Listening1Listening1 Listening 2 Listening 2Listening2Listening2 After-listening activity. After-listening activity.After-listening Practising in speaking. Practising in speaking.Practising Conclusion. Conclusion.Conclusion.Conclusion.

3. Introduction. What percentage of your time do you spend on the phone? What percentage of your time do you spend on the phone? How many of the calls you make and receive are essential? How many of the calls you make and receive are essential? Can you not answer the phone? Can you not answer the phone?

4. Pre-listening task. disturbed+hold, expecting+pick up, real+unplug, possible+answer, busy + ring, important+ switch on If I’m..........I just let the phone..... If I’m..........I just let the phone..... If I don’t want to be..............,I tell my secretary to..........all my calls. If I don’t want to be..............,I tell my secretary to..........all my calls. If............., I try to............. The phone before the fourth ring. If............., I try to............. The phone before the fourth ring. If I’m...........a call from the boss, I........the phone immediately. If I’m...........a call from the boss, I........the phone immediately. If I’m in the middle of something............, I............ the answerphone. If I’m in the middle of something............, I............ the answerphone. If I’m having a.............. crisis, I........... The damn thing! If I’m having a.............. crisis, I........... The damn thing!

5. Listening 1 Call 1 Call 1 Call 2 Call 2 Call 3 Call 3 Call 4 Call 4 The caller is kept waiting The caller is kept waiting A business contact calls to ask a favour. A business contact calls to ask a favour. A sales executive calls with a quote. A sales executive calls with a quote. There is a communication breakdown. There is a communication breakdown.

6. Listening 2 Call 1 a ___ ___ ___ me through to Yves Dupont? b ___ ___ ___ I don’t understand. c ___ ___ ___ more slowly, please. Call 1 a ___ ___ ___ me through to Yves Dupont? b ___ ___ ___ I don’t understand. c ___ ___ ___ more slowly, please.

7. Listening 2 Call 2 a ___ ___ ___ can’t talk right now. b ___ ___ ___ those prices you wanted. c ___ ___ ___ you back- say, in an hour. Call 2 a ___ ___ ___ can’t talk right now. b ___ ___ ___ those prices you wanted. c ___ ___ ___ you back- say, in an hour.

8. Listening 2 Call 3 a ___ ___ ___ do for you? b ___ ___ ___ when he’ll be back? c ___ ___ ___ speaking to? Call 3 a ___ ___ ___ do for you? b ___ ___ ___ when he’ll be back? c ___ ___ ___ speaking to?

9. Listening 2 Call 4 a ___ ___ ___ bother you. b ___ ___ ___ who’s calling? c ___ ___ ___ me a contact number? Call 4 a ___ ___ ___ bother you. b ___ ___ ___ who’s calling? c ___ ___ ___ me a contact number?

10. Make a short conversation. A I really need that report today. A I really need that report today. B I’ll finish it this morning. B I’ll finish it this morning. C OK, I’ll look forward tj seeng it. C OK, I’ll look forward tj seeng it.

11. Complete the conversation with the words: Jozsef: Oh, sorry. If you’re ______, I’ll come back______. Jozsef: Oh, sorry. If you’re ______, I’ll come back______. Tom: No, no, come in, Jozsef. If you ______ me two minutes, I’ll be ______ with you. I’ll just save what I’m doing... Tom: No, no, come in, Jozsef. If you ______ me two minutes, I’ll be ______ with you. I’ll just save what I’m doing...

12. Conclusion. Conclusion. The reason computers can do more work than people is that computers never have to answer the phone. Anonymous. The reason computers can do more work than people is that computers never have to answer the phone. Anonymous.