Unit 1: English for Telephone Communications

Aims and Objectives

In this unit you will learn and practise vocabulary related to telephone communications.

You will practise the following skills and functions:

• listening for information
• dealing with in-coming and out-going calls

The grammar focus of this unit is:

• Simple Present

Vocabulary

Terms

	contestador
	prefijo
	ocupado
	llamada
(U.S.)	teléfono celular
(U.S)	llamada a cobro revertido
	código de país
	servicio de información
	comunicando
	extensión
	fax
	línea
	mensaje
	móvil
	telefonista
	teléfono
	cabina telefónica
	tarjeta telefónica
	auricular
	llamada a cobro revertido
	llamar
	servicio
	centralita
	teléfono
	guía telefónica
	marcar
	comunicar
	colgar
	esperar/no colgar
	levantar
	poner con
	redireccionar
	apagar
	señal
	páginas amarillas

Phrases

	¿Puedo hablar con ... ?
	¿Puedo ayudarle?
	¿Puedo tomar algún recado?
	¿Podría repitir, por favor?
	¿Podría deletrearlo por favor?
	¿Podría tomar nota?
	Oiga/Diga
	No cuelgue, por favor
	Le llamaré más tarde
	Llamo acerca de ....
	Llamo desde ....
	Un momento, por favor
	¿Quién llama?
	¿Quién habla?
	Se ha equivocado de número

Exercises

Section 1: Vocabulary Practice

Fill in the correct translation for each of the terms below.

1. No cuelgue, por favor [?]
2. ¿Puedo tomar algún recado? [?]
3. teléfono [?]
4. ¿Puedo hablar con ... ? [?]
5. ocupado [?]
6. extensión [?]
7. redireccionar [?]
8. colgar [?]
9. auricular [?]
10. ¿Quién llama? [?]
11. ¿Quién habla? [?]
12. servicio [?]
13. teléfono celular [?]
14. ¿Puedo ayudarle? [?]
15. llamada a cobro revertido [?]
16. marcar [?]
17. Llamo acerca de .... [?]
18. Un momento, por favor [?]
19. llamada [?]
20. centralita [?]
21. comunicando [?]
22. servicio de información [?]
23. fax [?]
24. Se ha equivocado de número [?]
25. Llamo desde .... [?]
26. ¿Podría deletrearlo por favor? [?]
27. esperar/no colgar [?]
28. llamar [?]
29. comunicar [?]
30. tarjeta telefónica [?]
31. guía telefónica [?]
32. poner con [?]
33. Oiga/Diga [?]
34. páginas amarillas [?]
35. señal [?]
36. Le llamaré más tarde [?]
37. ¿Podría repitir, por favor? [?]
38. ¿Podría tomar nota? [?]
39. línea [?]
40. cabina telefónica [?]
41. móvil [?]
42. código de país [?]
43. apagar [?]
44. levantar [?]
45. contestador [?]
46. prefijo [?]
47. telefonista [?]
48. mensaje [?]

Section 2: Listening Comprehension

Chose the correct answer.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. The caller wants:

   a. 
   b. 
   c. 
   

   [?]
2. The caller can't speak to Ms Stone because:

   a. 
   b. 
   c. 
   

   [?]
3. The caller decides:

   a. 
   b. 
   c. 
   

   [?]

Chose the correct answer.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. The caller is:

   a. 
   b. 
   c. 
   

   [?]
2. The caller's name is:

   a. 
   b. 
   c. 
   

   [?]
3. The man is calling from:

   a. 
   b. 
   c. 
   

   [?]
4. The woman asks him to:

   a. 
   b. 
   c. 
   

   [?]

Chose the correct answer.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. Who does the woman speak to?

   a. 
   b. 
   c. 
   

   [?]
2. Who does she want to speak to?

   a. 
   b. 
   c. 
   

   [?]
3. Which is correct?

   a. 
   b. 
   c. 
   

   [?]

Chose the correct answer.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. Veronica needs to ring:

   a. 
   b. 
   c. 
   

   [?]
2. She wants to get the number from:

   a. 
   b. 
   c. 
   

   [?]
3. Which is correct?

   a. 
   b. 
   c. 
   

   [?]

Chose the correct answer.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. The collect call is from:

   a. 
   b. 
   c. 
   

   [?]
2. Jane Franklin is the man's:

   a. 
   b. 
   c. 
   

   [?]
3. Which is correct?

   a. 
   b. 
   c. 
   

   [?]

Chose the correct answer.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. Where does Mr Philips work?

   a. 
   b. 
   c. 
   

   [?]
2. Which is correct?

   a. 
   b. 
   c. 
   

   [?]
3. Where is Mr Philips now?

   a. 
   b. 
   c. 
   

   [?]
4. The caller's name is:

   a. 
   b. 
   c. 
   

   [?]
5. Which is correct?

   a. 
   b. 
   c. 
   

   [?]

Chose the correct answer.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. Ms Schillaci is from:

   a. 
   b. 
   c. 
   

   [?]
2. The hotel is in:

   a. 
   b. 
   c. 
   

   [?]
3. Where is Ms Schillaci ringing from?

   a. 
   b. 
   c. 
   

   [?]
4. What kind of room does Ms Schillaci want?

   a. 
   b. 
   c. 
   

   [?]
5. How long does she want to stay at the hotel?

   a. 
   b. 
   c. 
   

   [?]

Section 3: General Comprehension

For each of the statements below, choose True or False.

This exercise can be also done purely aurally/orally:

1. When you ring a foreign country, you need to know the country code.

   
   
   

   [?]
2. You don't need the country code to ring abroad from a mobile phone.

   
   
   

   [?]
3. When somebody tells you to hold on, you must put the phone down.

   
   
   

   [?]
4. If a number is busy, you need to hang up and dial again.

   
   
   

   [?]
5. In the case of a collect call, the person who receives the call has to pay.

   
   
   

   [?]
6. For some services, like directory enquiries, you must ring the operator.

   
   
   

   [?]
7. Yellow pages are a good place to look for a business.

   
   
   

   [?]
8. Mobile phone calls cost more than standard phone calls.

   
   
   

   [?]
9. Fax machines are not connected to telephone lines.

   
   
   

   [?]
10. Some companies use the same line for their fax and their telephone.

    
    
    

    [?]

Speaking Practice. Complete the sentences you hear, using the example as a model.

Press Play to listen to the instructions:

Section 4: Grammar Practice

Change the following sentences into questions.

This exercise can be also done purely aurally/orally:

Example:

1. A. He speaks to Barbara White.
   B. [?]
2. A. The caller leaves a message.
   B. [?]
3. A. Mr Rodriguez lives in Spain.
   B. [?]
4. A. Mr Popescu works in Bucharest.
   B. [?]
5. A. A mobile phone call costs more.
   B. [?]
6. A. You want to leave a message.
   B. [?]
7. A. You accept the call.
   B. [?]
8. A. You know her number.
   B. [?]
9. A. They use their mobile phone a lot.
   B. [?]
10. A. They often ring their father.
    B. [?]

Answer the following sentences using "YES".

This exercise can be also done purely aurally/orally:

Example:

1. A. Does he speak to Barbara White?
   B. [?]
2. A. Does the caller leave a message?
   B. [?]
3. A. Does Mr Rodriguez live in Spain?
   B. [?]
4. A. Does Mr Popescu work in Bucharest?
   B. [?]
5. A. Does a mobile phone call cost more?
   B. [?]
6. A. Do you want to leave a message?
   B. [?]
7. A. Do you accept the call?
   B. [?]
8. A. Do you know her number?
   B. [?]
9. A. Do they use their mobile phones a lot?
   B. [?]
10. A. Do they often ring their father?
    B. [?]

Answer the following sentences using "NO".

This exercise can be also done purely aurally/orally:

Example:

1. A. Does Mr Philips work in a school?
   B. [?]
2. A. Does he know the number?
   B. [?]
3. A. Does she want a double room?
   B. [?]
4. A. Does the number appear in the yellow pages?
   B. [?]
5. A. Do you use different lines for your fax and your phone?
   B. [?]
6. A. Do you want to leave a message?
   B. [?]
7. A. Do you know what time she'll be back?
   B. [?]
8. A. Do you want to call back later?
   B. [?]
9. A. Do they work in the same office?
   B. [?]
10. A. Do you want to ask any more questions?
    B. [?]

Make polite questions using "Can you".

This exercise can be also done purely aurally/orally:

Example:

1. Can you wait a moment, please? (Take a message.)
   [?]
2. Can you take a message, please? (Ring back later.)
   [?]
3. Can you ring back later, please? (Put me through to reception.)
   [?]
4. Can you put me through to reception, please? (Tell me your name.)
   [?]
5. Can you tell me your name, please? (Spell that.)
   [?]
6. Can you spell that, please? (Phone the travel agency for me.)
   [?]
7. Can you phone the travel agency for me, please? (Say that again.)
   [?]
8. Can you say that again, please? (Help me.)
   [?]

Make polite questions using "Can I".

This exercise can be also done purely aurally/orally:

Example:

1. Can I speak to Catherine? (Take a message.)
   [?]
2. Can I take a message? (Help you.)
   [?]
3. Can I help you? (Get back to you later.)
   [?]
4. Can I get back to you later? (Have your name.)
   [?]
5. Can I have your name? (Book a room.)
   [?]
6. Can I book a room? (Ring you back tomorrow morning.)
   [?]
7. Can I ring you back tomorrow morning? (Bring my dog in here.)
   [?]
8. Can I bring my dog in here? (Go home now.)
   [?]

Answer the questions using "I'm afraid I can't ...".

This exercise can be also done purely aurally/orally:

Example:

1. A. Can you ring back later?
   B. [?]
2. A. Can you send us a fax?
   B. [?]
3. A. Can you help me, please?
   B. [?]
4. A. Can you put me through to him?
   B. [?]
5. A. Can you give me 50 euros?
   B. [?]
6. A. Can you tell me her number?
   B. [?]
7. A. Can you hold the line, please?
   B. [?]

Chose the correct answer.

This exercise can be also done purely aurally/orally:

1. a. 
   b. 
   

   [?]
2. a. 
   b. 
   

   [?]
3. a. 
   b. 
   

   [?]
4. a. 
   b. 
   

   [?]
5. a. 
   b. 
   

   [?]
6. a. 
   b. 
   

   [?]
7. a. 
   b. 
   

   [?]

Section 5: Consolidation

For each of the statements below, choose True or False.

Recording: show transcript

This exercise can be also done purely aurally/orally:

1. Your telephone manner can help to give a good impression of the company.

   
   
   

   [?]
2. You must always make people wait before you answer the phone.

   
   
   

   [?]
3. You must try to be helpful and polite.

   
   
   

   [?]
4. If you don't understand the caller you must never ask them to speak slowly.

   
   
   

   [?]
5. You must never give the name of your company when you answer the phone.

   
   
   

   [?]
6. You can save time by speaking as quickly as possible.

   
   
   

   [?]
7. If it's a long call, it's a good idea to take notes.

   
   
   

   [?]
8. If the caller wants to speak to someone who isn't there, you must offer to take a message.

   
   
   

   [?]

Listen to the complete recording first. Then go to the textbox and use the > key to listen to the text section by section. Type what you hear into the textbox. For detailed instructions, read the Exercise Help.

Recording: show transcript

[?]

Listen to the recording carefully and then fill in the gaps in the text below using the same words.

Recording:

You must be patient and polite [?] all times and try to [?] helpful. Also you must speak with a pleasant voice. Try to smile [?] the phone!

If you are a secretary in a department of the organisation and you receive a call, announce your [?] name or the name of your department, for example 'Sales'. You [?] speak clearly but you must also listen [?] - this can save a lot of time! If the caller speaks [?] quickly or has a strange accent, you [?] be afraid to ask them to speak more slowly. This can help to save time and avoid mistakes, and you mustn't forget to take notes if it's a long call. If the caller wants to speak [?] another person in your department, but [?] because the other person is busy or isn't there, you must remember to ask if you can take a message.

Choose the correct option to fill the gaps in the following sentences.

This exercise can be also done purely aurally/orally:

1. Hello. Can I speak ____ Susana, please?

   a. 
   b. 
   c. 
   

   [?]
2. She isn't in her office ____ .

   a. 
   b. 
   c. 
   

   [?]
3. Who ____ , please?

   a. 
   b. 
   c. 
   

   [?]
4. Hold on and I'll put you ____ .

   a. 
   b. 
   c. 
   

   [?]
5. I'm sorry. You've got ____ .

   a. 
   b. 
   c. 
   

   [?]
6. His mobile must be ____ .

   a. 
   b. 
   c. 
   

   [?]
7. Hello? Is ____ 061223289?

   a. 
   b. 
   c. 
   

   [?]
8. Yesterday I got a call ____ Finland.

   a. 
   b. 
   c. 
   

   [?]
9. Ask him to call me back. He's ____ got my number.

   a. 
   b. 
   c. 
   

   [?]
10. Certainly, sir. I'll pass ____ the message.

    a. 
    b. 
    c. 
    

    [?]
11. Thank you for ____ .

    a. 
    b. 
    c. 
    

    [?]
12. Can you ____ your name for me, please?

    a. 
    b. 
    c. 
    

    [?]
13. The country ____ for Italy is 39.

    a. 
    b. 
    c. 
    

    [?]
14. Try to ____ on the phone!

    a. 
    b. 
    c. 
    

    [?]
15. If the person calling speaks too fast, ask him or her to speak more ____ .

    a. 
    b. 
    c. 
    

    [?]
16. When you take a ____ , don't forget to write down the name of the caller.

    a. 
    b. 
    c. 
    

    [?]
17. Try to be helpful and ____ .

    a. 
    b. 
    c. 
    

    [?]
18. If you need an electrician, look in the ____ pages.

    a. 
    b. 
    c. 
    

    [?]
19. Are ringing ____ the same in all countries?

    a. 
    b. 
    c. 
    

    [?]
20. Do you know who invented ____ telephone?

    a. 
    b. 
    c. 
    

    [?]

Checklist

Use the following list to check whether you have obtained full benefit from this unit. You should be able to:

• make a call
• leave a message
• take a message
• spell
• repeat telephone numbers

You should also have greater skill and confidence in the use of:

• Can
• Must
• Simple Present