Competency – 3 Engages in active listening an response appropriately Competency – 3 Engages in active listening an response appropriately. Competency Level 3.3 Listens and responds to different types of simple texts.

Objective You will be able to respond to spoken English language and listen appropriately and accurately with confidence.

In our previous lesson we learnt about telephone conversations Let us learn more by listening to following conversations.

Now I will read a simple telephone conversation. Listen and note down important facts in this conversation.

Mr. Silva: Hello, Wisdom Stationary, this is Peter speaking Mr. Silva: Hello, Wisdom Stationary, this is Peter speaking. How may I help you today? Ms Anderson: Yes, this is Ms Jane Anderson calling. May I speak to Mr. Perera, please?

Mr. Silva: I'm afraid Mr. Perera is out of the office at the moment Mr. Silva: I'm afraid Mr. Perera is out of the office at the moment. Would you like me to take a message? Ms Anderson: Uhm... actually, this call is rather urgent. He has an important package which he needs to send to me.

Ms Anderson: Did he leave any information with you? Mr. Silva: Of course, He said you would call me. Can I get your address to courier the package today?

Ms Anderson: It’s Ms. J Anderson, No 15, Galle road, Colombo 3. Mr. Silva: Thank you very much Ms. Anderson. I will courier the package right away.

Mr. Silva: Is there anything else I can help you with. Ms Anderson: No, Thank you. I would highly appreciate if you could send the package urgently.

Mr. Silva: Yes, we will send it within an hour. Ms Anderson: Thank you very much. Mr. Silva: Thank you for calling Wisdom Stationary. Have a pleasant day! Ms Anderson: Bye. Mr. Silva: Bye.

Let’s listen to the conversation again.

Mr. Silva: Hello, Wisdom Stationary, this is Peter speaking Mr. Silva: Hello, Wisdom Stationary, this is Peter speaking. How may I help you today? Ms Anderson: Yes, this is Ms Jane Anderson calling. May I speak to Mr. Perera, please?

Mr. Silva: I'm afraid Mr. Perera is out of the office at the moment Mr. Silva: I'm afraid Mr. Perera is out of the office at the moment. Would you like me to take a message? Ms Anderson: Uhm... actually, this call is rather urgent. He has an important package which he needs to send to me.

Ms Anderson: Did he leave any information with you? Mr. Silva: Of course, He said you would call me. Can I get your address to courier the package today?

Ms Anderson: It’s Ms. J Anderson, No 15, Galle road, Colombo 3. Mr. Silva: Thank you very much Ms. Anderson. I will courier the package right away.

Mr. Silva: Is there anything else I can help you with. Ms Anderson: No, Thank you. I would highly appreciate if you could send the package urgently.

Mr. Silva: Yes, we will send it within an hour. Ms Anderson: Thank you very much. Mr. Silva: Thank you for calling Wisdom Stationary. Have a pleasant day! Ms Anderson: Bye. Mr. Silva: Bye.

Activity 1 – State whether the following statements are true or false 01. Mr. Silva is working in the people’s bank. (……………) 02. Ms. Anderson is calling to speak to Mr. Perera. (……………..)

03. Ms. Anderson is expecting an urgent package. (……………) 04. Mr. Silva will courier the package next day. (……………..) 05. Ms. Anderson lives in Galle. (……………..)

Answers 01. Mr. Silva is working in the people’s bank. (……………) False 02. Ms. Anderson is calling to speak to Mr. Perera. (……………..) True

03. Ms. Anderson is expecting an urgent package. (……………) True 04. Mr. Silva will courier the package next day. (……………..) False 05. Ms. Anderson lives in Galle. (……………..) False

What are the important facts in this conversation?

Greeting (Answering the phone Mr. Silva: Hello, Wisdom Stationary, this is Peter speaking. How may I help you today?

When answering the call Mr When answering the call Mr. Silva mentions the company name (Wisdom Stationary) and introduces himself.(Peter speaking)

Greeting (Answering the phone Mr. Silva: Hello, Wisdom Stationary, this is Peter speaking. How may I help you today? Then he asks the caller how he can help? (How may I help you today?)

When you are calling a company Ms Anderson: Yes, this is Ms Jane Anderson calling. May I speak to Mr. Perera, please?

The caller -Ms. Anderson- introduces herself (This is Ms The caller -Ms. Anderson- introduces herself (This is Ms. Jane Anderson calling.)

When you are calling a company Ms Anderson: Yes, this is Ms Jane Anderson calling. May I speak to Mr. Perera, please? Then she states the purpose of the call. (May I speak to Mr. Perera)

Taking a message for somebody Mr. Silva: I'm afraid Mr. Perera is out of the office at the moment. Would you like me to take a message?

Since Mr. Perera is not available Mr. Silva informs this to the caller. (Mr. Perera is out of the office….)

Taking a message for somebody Mr. Silva: I'm afraid Mr. Perera is out of the office at the moment. Would you like me to take a message?

Then he asks whether the caller would like to leave a message Then he asks whether the caller would like to leave a message. (Like me to take a message?)

Getting required information Mr. Silva: Of course, He said you would call me. Can I get your address to courier the package today?

Mr. Silva needs Ms. Anderson’s address to courier the urgent package.

He asks her to provide the address. (Can I get your address?)

Ending the conversation Mr. Silva: Yes, we will send it within an hour. Mr. Silva: Thank you for calling Wisdom Stationary. Have a pleasant day! Mr. Silva: Bye.

Ending the conversation Mr. Silva: Yes, we will send it within an hour.

Mr. Silva assures Ms. Anderson that he will send the package urgently Mr. Silva assures Ms. Anderson that he will send the package urgently. (we will send it within an hour)

Mr. Silva: Thank you for calling Wisdom Stationary. Have a pleasant day! Mr. Silva: Bye.

He thanks the caller for calling them He thanks the caller for calling them. (Thank you for calling Wisdom Stationary)

Ending the conversation Mr. Silva: Thank you for calling Wisdom Stationary. Have a pleasant day! Mr. Silva: Bye.

and wishes her a pleasant day. (Have a pleasant day)

Activity 2 – Listen to the dialogue and select the correct response. 1. May I ask ________________ calling? A. Ms. Smith, please. B. I'll call tomorrow. C. This is Bob Hall.

2. I'm sorry, but she's out to ___________ right now. A. Okay. I'll call her right now. B. I'll call her after lunch. C. Okay. Lunch time is fine.

3. Could I have your ____________________? A. Yes. It's 532-9843. B. My name's Greg Rodgers. C. My zip code is 09783.

4. ___________________________________ message? A. No. I'll call later. B. Yes. Go ahead. C. Yes. Please give him the message.

5. Could ___________________________ please? A. I work for Sony. B. It`s spelled T . . I . . M. C. That's correct.

Answer 1. May I ask ________________ calling? who is calling A. Ms. Smith, please. B. I'll call tomorrow. C. This is Bob Hall.

2. I'm sorry, but she's out to ___________ right now. lunch A. Okay. I'll call her right now. B. I'll call her after lunch. C. Okay. Lunch time is fine.

3. Could I have your ______________________? telephone number, please A. Yes. It's 532-9843. B. My name's Greg Rodgers. C. My zip code is 09783.

4. _____________________ message? Would you like to leave a A. No. I'll call later. B. Yes. Go ahead. C. Yes. Please give him the message.

5. Could _________________ please? you spell your name A. I work for Sony. B. It`s spelled T . . I . . M. C. That's correct.

Let’s listen to another telephone conversation Receptionist: Good afternoon, Daily Needs Company Limited. How may I help you? Caller: Hello, this is David from Happy Food company. Can I speak to Mr. Alex?

Receptionist: Let me check for you. I’m putting you on hold. David: Ok, I’ll hold Receptionist: Thank you for holding Mr. David. Mr. Alex is in a meeting. Can I take a message?

David: Yes, please. Can you ask Mr. Alex to call me? Receptionist: Can I take your number? David: Yes, it is 021-543-2465. Receptionist: Can I check that? 021-543-2465.

David: That’s right. Receptionist: Thank you. May I tell him why you are calling? David: Yes. I’m calling regarding the food order he placed. Receptionist: Thank you. I’ll leave a message for him.

David: Thank you for your help. Goodbye. Receptionist: Thank you, Mr. David. Goodbye

Let’s listen to the telephone conversation again and fill the blanks.

Receptionist: Good __________, __________ _______________ Receptionist: Good __________, __________ _______________. How may I help you? Receptionist: Good __________, __________ _______________. How may I help you? afternoon Daily Needs Company Limited

Caller: Hello, this is _____ from _________________. Can I speak to Mr Caller: Hello, this is _____ from _________________. Can I speak to Mr. Alex? David Caller: Hello, this is _____ from _________________. Can I speak to Mr. Alex? Happy food company

Receptionist: Let me check for you. I’m ______ you _________. David: Ok, I’ll hold Receptionist: Let me check for you. I’m ______ you _________. putting on hold David: Ok, I’ll hold

Receptionist: _________ for __________ Mr. David. Mr Receptionist: _________ for __________ Mr. David. Mr. Alex is in a meeting. Can I take a __________? Thank you holding Receptionist: _________ for __________ Mr. David. Mr. Alex is in a meeting. Can I take a __________? message

David: ___________. Can you ask _________ to call me? Receptionist: Can I take your number? Yes, please David: ___________. Can you ask _________ to call me? Mr. Alex Receptionist: Can I take your number?

David: Yes, it is _________ ________. Receptionist: Can I check that? ________________. David: Yes, it is _________ ________. 021-543 -2465 Receptionist: Can I check that? ________________. 021-543-2465

David: That’s right. Receptionist: Thank you. ____________ why you are calling? David: That’s right. Receptionist: Thank you. ____________ why you are calling? May I tell him

David: Yes. I’m calling regarding the _________ he placed. Receptionist: Thank you. __________________ for him. David: Yes. I’m calling regarding the _________ he placed. food order Receptionist: Thank you. __________________ for him. I’ll leave a message

David: Thank you ______ help. Goodbye. Receptionist: Thank you, ________. Goodbye David: Thank you ______ help. Goodbye. for your Receptionist: Thank you, ________. Goodbye Mr. David

Activity 3 – Listen to the telephone conversation and state whether the following statements are true or false 01. Mrs. Ganeshan made the telephone call to reserve some train tickets. (……………)

02. The 02.30 show is fully booked on 10th (……………) 03. Balcony tickets are cheaper than the other tickets. (……………..) 04. There is a booking fee of 50 rupees. (……………)

05. Credit card payment option is available in this theatre. (……………..) 06. Reserved tickets should be collected one day in advance. (……………)

Answers 01. Mrs. Ganeshan made the telephone call to reserve some train tickets. (……………) False 02. The 02.30 show is fully booked on 10th (……………) True

03. Balcony tickets are cheaper than the other tickets. (……………..) False 04. There is a booking fee of 50 rupees. (……………) False

05. Credit card payment option is available in this theatre. (……………..) True 06. Reserved tickets should be collected one day in advance. (……………) False

Objective You will be able to respond to spoken English language and listen appropriately and accurately with confidence.