1. Telephoning
Vocabulary Trainer

2. Vocabulary Brainstorm

3. Match phrases wrong number directory directory enquires off-peak
interference
engaged
long-distance
call-box
operator
receiver
rates
busy
public phone box
person who helps you to make a phone call
phone number you get by mistake
service you phone if you want to find a phone number
book of phone numbers
very far
not so busy time
bad sound
prices, charges
part of the phone you speak into and listen to

4. Match phrases wrong number directory directory enquires off-peak
interference
engaged
long-distance
call-box
operator
receiver
rates
d. phone number you get by mistake
f. book of phone numbers
e. service you phone if you want to find a phone number
h. not so busy time
i. bad sound
a. busy
g. very far
b. public phone box
c. person who helps you to make a phone call
k. part of the phone you speak into and listen to
j. prices, charges

5. Put the words in the correct space.
Bill: Is this Jane?
Nell: This is There’s no one called Joan here.
Bill: Sorry, I must have the (a) ….. Oh, just a moment. I want Jane, not Joan.
Nell: Oh sorry, yes. She’s here. Hold on a moment.
Jane: Hello, this is Jane.
Bill: Hi, this is Bill. I tried to ring before, but the line was (b) …….…...
Jane: Yes, I was talking to my mother in Australia.
Bill: Oh, a (c) ………... call. Was it expensive? The (d) ………... are very high, aren’t they?
Jane: Only if you go through the (e) ……………... . It’s quite cheap if you dial direct, especially if you phone during the (f) …………... period.
Bill: Was it a good line? Was it easy to hear?
Jane: It usually is, but today there was a lot of (g) ………………... .
Bill: I need some help, Jane. I tried to look up Amy’s number in the (h) …….. but I couldn’t find it.
Jane: I’m afraid I haven’t got it. Why don’t you call (i) …………….……..?
Bill: I’m in the street, in a (j) …………. and I’ve got no more money.
Jane: But it’s free. You just pick up the (k) .…….. , then you dial 142.
Bill: Oh yes, how stupid!

6. Put the words in the correct space.
Bill: Is this Jane?
Nell: This is There’s no one called Joan here.
Bill: Sorry, I must have the (a) wrong number. Oh, just a moment. I want Jane, not Joan.
Nell: Oh sorry, yes. She’s here. Hold on a moment.
Jane: Hello, this is Jane.
Bill: Hi, this is Bill. I tried to ring before, but the line was (b) engaged
Jane: Yes, I was talking to my mother in Australia.
Bill: Oh, a (c) long-distance call. Was it expensive? The (d) rates are very high, aren’t they?
Jane: Only if you go through the (e) operator . It’s quite cheap if you dial direct, especially if you phone during the (f) off-peak period.
Bill: Was it a good line? Was it easy to hear?
Jane: It usually is, but today there was a lot of (g) interference .
Bill: I need some help, Jane. I tried to look up Amy’s number in the (h) directory but I couldn’t find it.
Jane: I’m afraid I haven’t got it. Why don’t you call (i) directory enquires ?
Bill: I’m in the street, in a (j) call-box and I’ve got no more money.
Jane: But it’s free. You just pick up the (k) receiver , then you dial 142.
Bill: Oh yes, how stupid!

7. Activity
Look at the phrases. The speakers don’t use the correct language for speaking on the phone. Make necessary changes.
A: Galaxy Computers.
B: I want to speak to Harris.
A: Who are you?
B: Johnson.
A: Who? Repeat your name!
B: Michael Johnson.
A: The line is engaged. Want to wait?
B: No. Tell him I called.
A: Right.

8. Activity A: Galaxy Computers.
Good morning. Galaxy Computers. How can I help you?
B: I want to speak to Harris.
Could I speak to Mr Harris, please?
A: Who are you?
Who’s calling, please?
B: Johnson.
This is Michael Johnson speaking.
A: Who? Repeat your name!
I’m sorry, I didn’t catch that. Could you repeat your name, please?
B: Michael Johnson.
My name is Michael Johnson.
A: The line is engaged. Want to wait?
I’m sorry, the line is engaged. Will you hold?
B: No. Tell him I called.
No, thanks. Could you tell him, I called?
A: Right.
Certainly, Mr Johnson.

9. Activity: Practice with your partner
A: Good morning. Galaxy Computers. How can I help you?
B: Could I speak to Mr / Mrs / Ms / Miss (imagine a name), please?
A: Who’s calling, please?
B: This is (use your real name) speaking.
A: I’m sorry, I didn’t catch that. Could you repeat your name, please?
B: My name is (use your real name).
A: I’m sorry, the line is engaged. Will you hold?
B: No, thanks. Could you tell him I called?
A: Certainly, Mr / Mrs / Ms / Miss (use your partner’s name).

10. Give English equivalents

11. Match synonyms The line is busy. Will you hold? I’ll put you through.
A code.
An extension number.
Who’s calling please?
Hold on.
This is …
Go ahead.
Anything else?
I’ll connect you.
One moment.
An office number.
Could I have your name?
I’m ready.
The line is engaged.
A country or area number.
Is that all?
Can you wait?
… speaking.

12. Match synonyms The line is busy. f. The line is engaged.
Will you hold?
I’ll put you through.
A code.
An extension number.
Who’s calling please?
Hold on.
This is …
Go ahead.
Anything else?
f. The line is engaged.
i. Can you wait?
a. I’ll connect you.
g. A country or area number.
c. An office number.
d. Could I have your name?
b. One moment.
j. … speaking.
e. I’m ready.
h. Is that all?

13. Match phrases with the situations

14. Useful Phrases Answering the phone
Good morning/afternoon/evening, York Enterprises, Elizabeth Jones speaking.
Introducing yourself This is Paul Smith speaking.
Hello, this is Paul Smith from ABC International.
Asking who is on the telephone Excuse me, who is this? Can I ask who is calling, please?

15. Useful Phrases Asking for someone Can I have extension 321?
Could I speak to...?
I'd like to speak to John Martin, please.
Could you put me through to John Martin, please?
Could I speak to someone who …
Can I … (more informal) / May I (more formal)
Is Jack in? (informal idiom meaning: Is Jack in the office?)

16. Useful Phrases Connecting someone
One moment, please. I'll see if Mr Jones is available.
I'll put you through.
I'm connecting you now.
Can you hold the line?
Can you hold on a moment?

17. Useful Phrases How to reply when someone is not available
I'm afraid Mr Jackson is not available at the moment.
Mr Jackson isn't in.
Mr Jackson is out at the moment.
I'm sorry, he's in a meeting at the moment.
The line is busy.
I'm afraid he's on another line at the moment.

18. Useful Phrases Taking a message Could (Can / May) I take a message?
Could (Can / May) I tell him who is calling?
Would you like to leave a message?
I'll tell Mr Jones that you called
I'll ask him/her to call you as soon as possible.

19. Useful Phrases 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?

20. Listen and complete the missing phrases (IC Pre-int. 3, CD1T11, CD1T12)
A/ A: Can I have extension 305, please?
B: I’m afraid the line is engaged. Will you hold?
B/ A: Could I just check that? You need units by Friday, and Mr Johansson can contact you on
B: Yes, that’s correct.
A: Right, Mr Smith. I’ll give him the message as soon as he’s free.

21. Listen and complete the missing phrases (IC Pre-int. 3, CD1T13, CD1T14)
C/ A: … it really isn’t good enough.
B: Yes, Mr Wright. I understand what you’re saying and I 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.
A: Right, thank you. I realise it’s not your fault.
D/ A: Could I have the Sales Department, please?
B: One moment, please. Just putting you through now.

22. Listen and complete the missing phrases (IC Pre-int. 3, CD1T15, CD1T16)
E/ A: Shonagh Clark speaking.
B: Hello, I’m phoning about your letter of th June.
F/ A: This is Jorgen Bode here. Could I speak to Jean Simmons, please?
B: 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.

24. Spelling (Business Objectives)
HISKETT
LJUBLJANA
GYӦR
CAIPIRINHA
DHANIN SERIBURI

25. Put this jumbled conversation in the correct order
A: Good morning. IKI Industries. How may I help you?
B: Hello. My name’s Jill Forsythe. I’d like to speak to Katie Chapman, please.
A: Sorry, I didn’t quite catch that.
B: Jill Forsythe and I’d like to speak to Katie Chapman.
A: Hold the line, please. I’ll see if she’s in.
C: (pause) Hello. Katie Chapman speaking.
B: Hello, this is Jill.
C: Hi, Jill. How are you doing?
B: Fine, thanks. And you?
C: OK. Busy as usual.
B: I’m just ringing to find out if you’ve received the copies of the contract.
C: Yeah, they came this morning but I haven’t signed them yet.
B: OK, there’s no rush.
C: I’ll sign them this afternoon and send them back to you.
B: Great. Thanks a lot.

26. Write down
the phone numbers
and
decipher the words

27. Write down the phone numbers and decipher the words
COMMUNICATION
CHATTER
RING-TONE
UNSOPHISTICATED

28. Are you a mobile phone bore?
Do you drive with a phone in your hand?
Do you speak loudly?
Do you use loud and annoying ring-tones?
Do you make private calls in public?
Do you leave your phone on all the time?
Do you talk about confidential matters in public?

29. Mobile phone extras a camera a MP3 player
a memory card / a memory card slot
a note pad
a reminder
a PC connection
a currency converter
headphones
WiFi

30. You and your mobile
Ex. 3
a/ False
b/ True
c/ True
d/ False

31. You and your mobile Ex. 5 communication communicate
entertainment entertain
connection connect
preference prefer
choice choose
use use
information inform

32. You and your mobile Ex. 6 a/ communicate b/ use c/ connection
d/ prefer
e/ choice
f/ information

33. Interactive Exercises
The Business Pre-int. DVD Video
In Company Pre-int. DVD Grammar & Vocabulary Telephone Talk

34. Bibliography
Bradley J., Clarke S.: Business Objectives Pairwork. Oxford: Oxford University Press, 1997.
Hollett, V.: Business Objectives. Oxford: Oxford University Press, 1996.
Powell M., Clarke S.: In Company Pre-intermediate. Oxford: Macmillan Education, 2009.
Thomas B. J.: Elementary Vocabulary. Walton-on-Thames: Nelson and Sons Ltd, 1990.