Listen to the recording and repeat.

TELEPHONING

Some useful phrases.

Listen to the recording and repeat.

Can I speak to Peter Safin, please?

Speaking.

Are you busy?

Can I call you back?

Please hold on.

Sorry to keep you waiting.

I'll transfer you.

What's the area code for Dublin?

Dial 9 to get an outside line.

Press the star key twice.

This is a very bad line.

You're breaking up.

The reception is very bad.

Would you like to leave a message?

Leave a message on my voice mail.

I’m in a meeting. I’ll call you back.

I think we’ve covered everything.

Speak to you soon.

Bye for now.

 

Dialogues 1

Beginning a call

A: I'd like to speak to Max Reed, please.

B: Just one moment. I'll connect you... You're through now.

A: Max Reed speaking.

B: Hi, Max. Simon here.

A: Hi, Simon. How are you?

B: Fine. And you?

 

Checking information

A: Hello.

B: Hello, John. Sven here. Did you get my email?

A: Yes, it's right here in front of me.

B: Fine. I thought it would be quicker to phone than send you another message. I wanted to run through some of the arrangements for Tuesday...

 

Asking the caller to hold

A: Sorry to keep you waiting so long. Could you hold on a little longer? The network is very slow today.

B: How long do you think it is going to take to find the information?

A: It won't be long now. Right. Here we are. The figures you need are...

 

Asking the caller to leave a message

A: I'm trying to get hold of someone in your sales department. Are you having problems with your phone system? I was cut off earlier and now there is no reply.

B: Just a moment, please. I'll try the number for you. Yes, I'm afraid there's no reply from the department. They must be at lunch. Would you like to leave a message and I'll get someone to call you when they get back.

A: Thanks. My name's Baz Mechot and the number is 453980.

 

Making sure you understand

A: Can I speak to Teresa Riller? I understand that she is looking after Sales while Marco Stam is on parental leave.

B: That's right, but I'm afraid she's not here at the moment. Can I take a message?

A: Thanks. Could you say that Pieter Baumgartner called and ask her to call me back?

B: Can you spell your name, please?

A: Baumgartner is B-a-u-m-g-a-r-t-n-e-r. I'm at the Rainbow Hotel in room 13.

B: Is that 13, one three, or 30, three zero?

A: Thirteen, one three.

B: Thanks. I'll pass on the message.

 

Ending a call

A: OK. Have we covered everything?

B: I think so. You just need to let me know when you can send the report.

A: That's right. I'll send you a message when I get back to the office. Anyway, thanks for calling.

B: No problem. I'll wait to hear from you.

 

Match the appropriate statements:

 

	A	B	C
1.	I'd like to speak to Max Reed, please.	Some other phrases for checking if someone is available:	Is Max Reed there? Can I talk to Max Reed? Is Max Reed available?
2.	I wanted to run through...	Would is used to introduce a polite offer.	Could you hold on? Do you mind holding.
3.	... I'll get someone to call you when they get back.	We often introduce the topic politely by using the past tense. We can also use I'd like to... For example:	Would you like me to check? Would you like to call back later? Would you like to hold on?
4.	Sorry to keep you waiting...	This is an informal greeting. More formal greetings include:	I wanted to run through the arrangements. I wanted to ask you a question. I wanted to know about your travel plans. I'd like to ask you a question.
5.	Would you like to leave a message?	Some other phrases to use when someone is waiting on the phone:	I'll call you if I can. I'll phone you when they arrive. I'll let you know if I hear anything.
6.	Hi, Max. Simon here.	Note the use of the simple present tense when they get... in this sentence:	Hello, Mr Reed. This is Simon Speedwell speaking. Mr Reed. Hello, it's Simon Speedwell here.
	A	B	C
1.	I understand that she is looking after Sales...	Language that indicates that you already have some information:	I understand that you're coming to Warsaw next week. I hear that Pedro is moving to Singapore. I see (that) they're going to open a new office in Paris.
2.	... I'm afraid she's not here at the moment.	Other ways of bringing a call to an end:	He's on paternity leave. She's on maternity leave. She's taking compassionate leave. He's ill. She's on holiday. He's left for the day.
3.	Have we covered everything?	Use I'm afraid or I'm Sorry to when passing on unwelcome information.	So is that everything? Is that all?
4.	... Marco Stam is on parental leave.	Some other reasons for absence include:	Right, I'll check the details and call you back. I think that's everything. Is there anything else?
5.	Anyway, thanks for calling.	Note how we signal that a call is coming to an end:	Use I'm afraid or I'm Sorry to when passing on unwelcome information. I'm afraid I can't help you. I'm sorry I'm going to be late. I'm afraid I can't find the information you need.

 

Write answers:

Part 1:	Part 2:
1.				1.
2.				2.
3.				3.
4.				4.

 

Note!!! British/American differences

Some differences between British and American English:

British	American
parental leave compassionate leave She's on holiday.	family leave In American English the term bereavement leave is also used. She's on vacation.

 

DIALO GUES 2

Listen and fill in the gaps:

A voicemail message

'This is Ann Forsell’s _________. I'm sorry I can't _________ your call at the moment, but please leave a message and I'll get _________ to you. Alternatively you can _________ a message with my assistant. His number is 0046, (that's the country code for Sweden), 01, (that's the area code), 2132. Many thanks.'

Leaving a message

'Hi, Fiona. I've been trying to _______________ of you all morning so I hope you get this. Please call Sara Remondi __________________ you can. It's about the meeting next month. _________ I can’t make it so we need to talk urgently. It's two o'clock my time _________ and I'll be going home in three hours. Bye for now.'

Look at the dialogue. Make up your own:

You can't talk A: Hello. B: Hi, John. Can you talk? A: Not really. I'm in a meeting. Can I call you back in, say, fifteen minutes? B: Sure. Speak to you later. It isn’t urgent.	The reason for calling A: Can you hear me now? I couldn't hear you very well earlier. The reception was terrible. Anyway, how are you? B: Fine. I was just ringing to check the time for next week's meeting. Is it still three o'clock?
C: D: C: D:	C: B:

You can't hear the caller A Hello. B: Hello. Sorry, I can't hear you very well. I'm in a restaurant and they have just started playing some loud music. A: I didn't catch that. B: I'll just go outside. Just a moment. Can you hear me now? A: Yes, that’s much better. I'm glad you're enjoying yourself.	You have to end the call A: John, Peter has just arrived- I'll call you when I get back to London. B: Fine. I'll be here until 5. Speak to you later. Bye. A: Bye.
C: D:     C: D:   C:	C: D:   C:

An automated message

‘Welcome to Haznor Business Systems. This is a toll-free number. Please choose one of the following four options. If you are calling about an existing order, please press 1. If you wish to place a new order, press 2...'

Notes. Translate

This is Ann Forsell's voicemail. Some other formal opening phrases for voicemail are: You're through to Ann Forsell's voicemail. You've reached Ann's voicemail. An informal opening: Hi. Ann here. Sorry I can't take your call at the moment but leave a message and I'll get back to you.
It's about the meeting next month. Calls often begin with: I'm calling/ringing about Iyour flight). John, about Iyour flight to Paris).
... I can't make it... Make is often used instead of attend in informal usage: Unfortunately, / can't make the next meeting. I can't make Friday but Thursday would be fine. Will you be able to make it?
Can you talk? Other useful phrases for checking if the person you want to talk to is free, and some replies: Are you busy? Are you free to talk? Have you got two minutes? Can I call you back? It's difficult at the moment. This is a good time to talk.
I'm in a meeting. Some other reasons why you cannot take a call: I'm not at my desk. I'm just getting on a train. I've just arrived at the airport. I haven't got my diary with me.
I wasjustringing to check the time... I was just ringing/calling... is a useful alternative way to start a call: I was just calling about the meeting next Friday. I was just ringing to see if everything's OK for tomorrow. I was just calling to ask for some advice.
Sorry, I can’t hear you very well. Some other phrases to use when reception is bad: Sorry, could you repeat that? Could you say that again? I'm sorry, I didn't catch that. I’m afraid the line's bad. Did you say fifteen? Could you speak louder? The line's very bad.
I'll just go outside. Use will when you offer or promise to do something. I'll call you when I get back to London. I'll be here until 5. I'll tell her you called. I'll make sure she gets the message. I'll get back to you as soon as I can.
If you are calling about an existing order, please press 1. Some other 'automated' instructions: Press the star key twice. Press the hash/square key. Press 5 to speak to the operator. Please replace the handset.

 

Note!!! British/American differences

Differences in expressing time:

British	American
Monday to Friday ten past six the ninth of December 24-hour clock: 9:00,17:00	Monday through Friday ten after six December ninth 12-hour clock: 9 a.m., 5 p.m.	Note: In the UK both 12-hour and 24-hour clocks are used but in the US the 24-hour clock is generally used only by the military.

 

Some differences in saying telephone numbers:

British	American
360-4458 = three six oh, double-four five eight Mobile phone directory enquiries dialed	360-4458 = three six zero, forty-four fifty-eight Cell(ular) phone directory assistance dialed

PRACTICE

Qualifications for the job

A: I hear you studied in Finland.

B: That's right. I did a degree in Engineering at Tampere Technical University and then I worked in a small software company in Helsinki.

A: Why did you decide to stay in Finland?

B: I was very interested in the job. I wanted to put my training into practice. The experience was very good and certainly helped me to get this job.

 

A typical day

A: What time do you start in the mornings?

B: I aim to get to work by 8 a.m. That means leaving home at 7:30.1 usually cycle to work.

A: Are the hours flexible?

B: In theory, yes, but I normally finish at 4 p.m. I sometimes finish earlier if I take a very short lunch break.

A: Do you go out for lunch?

B: Occasionally, but I like eating in the company canteen.

 

SPECIAL TOPIC: SUCCESS

Vocabulary

1. Distraction A. to try to achieve something over a long period of time

2. Pursue B. to completely destroy someone's hopes, beliefs, or confidence

3. Vivid C. when you spend a large amount of time, energy, emotion on something

4. Highly-driven D. not caring or worrying about the bad or dangerous results

5. Loser E. trying to do something, especially something difficult

6. Shattered F. someone who is never successful in life, work, or relationships

7. Comfort Zone G. something that stops you from paying attention to what you are doing

8. Investment H. to give special attention to one particular person or thing

9. Reckless I. to have a lot of motivation

10. Take a leap J. very clear, seeming real

11. Attempt K. go for something, take a chance

12. Focus L. the range of activities or situations that you feel happy and confident in

Answers:

1.	2.	3.	4.	5.	6.	7.	8.	9.	10.	11.	12.

 

“7 WAYS TO BE SUCCESSFUL”

Many people want to be successful in life, but it's easier said than done. There are so many distractions in life that it can be challenging to accomplish our goals. By keeping the following advice in mind, however, you can dramatically increase your chances of becoming successful in whatever you choose to pursue.

1. Imagine yourself being successful. Einstein said that the imagination is more important than knowledge. The more vividly and accurately you imagine your success, the easier it will be to be successful.

2. Surround yourself with other people who are successful. When you're surrounded with people who are highly-driven, it's encouraging.

3. Stay away from distractions. There are so many distractions in this world that you really don't need. Whenever you are doing something which is not useful or productive, imagine yourself as a loser with shattered dreams and push yourself away.

4. Set a time for when you want to achieve your goal. If you don't know when you will achieve your dream then you will never know when you will achieve it

5. Take risks. Step out of your comfort zone. Successful people think big and act big. It can be a scary thing to do, but if you don't, then will you ever be successful? Successful people make big investments (in their careers, in their businesses, in their education) and all investments involve risk. But don't be reckless. Study your risks, make sure the odds are in your favor, then take a leap.

6. Be persistent. Don't give up. If your first attempt didn't work, don't quit. Always keep in mind the following sentence: "If you don't give up, you cannot fail".

7. Remove fear and doubt from your way of thinking, and focus on keeping positive in every situation. You will be more effective if you keep a positive mind and stay focused on your goal. Remember, you can be your own best friend or your own worst enemy.

 

WHAT SHOULD I DO?

1. I want to start my own business. What should I do first?

2. I've just finished writing my first novel. What should I do now?

3. I want to get married and have a family, but I can't find the right person.

4. I'm planning to buy a house. What should I do?

5. I want to get a promotion. How should I ask for one?

6. I want to start a new hobby, but I can't decide what to try. What do you recommend?

7. I want to completely change my style. What style should I try?

8. I want to be good at something, but I can't focus on one thing. What should I focus on?

9. I have a hard time accomplishing my goals. What should I do?

10. I want to quit being a couch potato. What should I do?

VOCABULARY EXERCISES

I. Match the verbs with the nouns:

	reach	attain	secure	realise	fulfill	achieve
An ambition
A dream
An agreement
An obligation
A target
A compromise

BUSINESS LETTER

Choose the best response (a–d) for the missing parts in this business letter (1 – 5).

English Learners & Company
16 Smithdown Rd
Liverpool

L24 1XD

United Kingdom

Jackson Brothers, Inc.
3487 23rd Street
New York, NY 12009

1) _________________

 

2) _________________

 

Dear Sir/Madam

 

3) _________________

 

With reference to your advertisement in yesterday's New York Times, could you please send me a copy of your latest catalogue? I would also like to know if it is possible to make purchases online.

 

4) _________________

 

Ken Beare

Kenneth Beare
5) _________________

 

1) a) US America

b) America

c) USA

d) United America

2) a) 12 September 2012

b) 2012 September 12

c) 2012-Sep-12

d) 12-12-09

3) a) Advertisement

b) Copy

c) Catalogue

d) Online

4) a) Greetings

b) Yours faithfully

c) With friendly greetings

d) Best wishes

5) a) Administrative Director

b) from Liverpool

c) Room No 14

d) Extension 357

FORM

Your Address
Your City, State, Zip Code

Date (MM/DD/YYYY)

Company Name
Street Address
City, State, Zip Code

Dear [Company, or, To whom this may concern ],

 

On [Date], I bought a(n) [What product], [Serial number], at your store in [City, State], for [Dollar amount].

The product [What is wrong with the product].

To resolve the problem, I would appreciate an exchange for an equivalent or better model, at no additional cost, or a refund of the [Dollar amount]. Enclosed are copies of relevant documents.

I look forward to your reply and to the resolution of my problem. Please contact me by mail, at the above address, or by phone, at [phone number, including area code].

 

Sincerely,

Your Signature

Your typed name

PRESENTATIONS

Recapping

A: As I mentioned earlier, we hope to finish the project by the end of the year. I said that we were on schedule. Having said that, there are a couple of potential problems...

Coming to an end

A: I'd like to finish by thanking you all for coming here today and I look forward to seeing you in two weeks' time. If anyone has any questions, please ask. I will be around for coffee later and you are very welcome to contact me if you have any queries before the next meeting.

 

Notes. Translate

It's good to see you all here... Speaker's opening remarks to an audience: I'm very pleased to be here. I'm glad you could all make it. Thanks for inviting me. Thank you (all) for coming.
... I’d like to talk about... Other common phrases for starting off a presentation: I'm planning to tell you about... Today I'd like to introduce... I'd like to start by saying something about...
First I'll describe... Phrases for describing the structure of & talk: Then I'll discuss our study programmes. After that I’ll come to the main point. Finally I'd like to say something about...
... that's all I wanted to say... Note how the speaker finishes off a section of the talk. Some other phrases: Are there any questions so far? Moving on to my next point... To summarise what I have said so far...
That leads me to my next point. Announcing a new point in a presentation: I'd now like to move on Rosa's question. Moving on to Rosas question... Now I’d like to talk about...
So, next year's budget. You can sometimes simply announce a new topic/presentation slide as follows: So, sales in Canada. These have been... Development plans for next year. These are... Study programmes. Have a look at...
I'm afraid I can't say... Useful language for when you do not know the answer to a question: I'm sorry, I don’t know the answer, I’ll have to check for you. I’m not the best person to answer that. You need to speak to...
...I didn't catch the question. When you can't hear something: Could you repeat the question? Could you say that again? Sorry, what did you say?
Could you bear with me... A very useful phrase when you need time to check or find something. Alternatives: Excuse me for a moment. Just a moment. Can you give me two minutes!
Sorry, where was I? If you are distracted or forget what you wanted to say! Other possibilities: Can you/anyone help me? Let me think.
You were just about to tell us... Helping the speaker to remember the point he/she wanted to make! You were talking about the schedule.
As I mentioned earlier... Useful language for recapping (summarising/reviewing) what was said earlier in the presentation: As I pointed out/mentioned earlier... as I said before...
I'd like to finish by thanking you all... Language for ending a talk: Thank you. Thank you for inviting me.
Are there any questions? ... you are very welcome to contact me... Asking the audience to contact you: I’d be very happy to hear from you. I’d welcome your feedback.

 

Note!!! British/American differences

British	American
organise/organisation study programmes	organize/organization study programs

 

DIALOGUES 2

Same facts and figures

A: Turnover rose in the year to April by 11 per cent to 4 billion dollars compared with 3.8 billion in the previous year. Profits jumped by 20 per cent in this period. However, these results give a misleading picture as the company sold its French subsidiary during the period for a 'one-off' profit of half a billion dollars.

Predictions

A: We're currently predicting a slow down in sales for next year. Global trading conditions are not promising. However, one area where we expect growth to continue is in Japan and Korea, where analysts are forecasting an upturn in the market.

B: Is that for the whole of the region?

A: Yes, we’re looking at a growth rate of between 1 and 3 per cent in these areas.

 

Trends: upwards

A: As you can see from the graph, sales have increased considerably this year. The beginning of the year was poor, but sales picked up in February and reached a peak in August. Since then they have fallen a little but the overall trend is upwards. The outlook is very healthy.

 

Trends: downwards

A: The chart clearly shows the dramatic fall in production since the beginning of the year, and unfortunately this is a trend which will continue. The closure of our Lufwa plant in January accounts for the sharp fall at that time and as sales have continued to decline, we have had to temporarily shut down a number of our factories. These are difficult times for the company.

Trends: steady

A: If you compare this six-month period with the previous six months, you will notice that there has been very little change in the number of guests visiting our hotel. In fact, guest numbers have not increased for three years. We need to think about what we can do to make our hotel more popular.

Notes. Translate

Turnover rose in the year to April... Other ways of describing financial periods of lime: In the first/second/final quarter. In the year to date. In the current year.
... by 11 per cent... Note the use of the preposition by with percentages and fractions: By what percentage did turnover grow? It grew by 5.9%. (five point nine per cent) ... by 3.75%. (by three point seven five per cent) It went up 2%%. (two and S hall per cent)
... these results give a misleading picture... When information from charts and statistics is not so useful: The graph gives a false picture. The statistics may give you the wrong idea.
...a 'one-off' profit... A profit which will not be repeated. We're currently predicting a slow down... Other ways to predict events: We're forecasting an improvement. We're expecting a sharp fall.
... analysts are forecasting an upturn... An upturn is a recovery. A downturn is a decline.
... we re looking at a growth rate of between 1 and 3 per cent... to look at is an informal alternative expression meaning to expect or to predict We're looking at a large increase. What kind of growth are we looking at next year?
As you can see from the graph,... Referring to visual aids: This chart clearly shows the dramatic fall in production. At this point on the graph you can see... Here you can see...
.. sales have increased considerably... Alternatives to considerably: a lot, a great deal, substantially
... sales picked up in February... Other verbs to describe trends: Sales recovered, (returned to their original level). Turnover fell back, (declined) Sales were up/down on (as! year, (better/worse than last year)
sales reached a peak in August. We can also say: Sales reached their high/highest point in August. The opposite: Sales reached their low/lowest point in June.
The closure of our Lufwa plant in January accounts for the sharp fall... To account for means to be the reason for. This is a useful term when talking about facts and figures.
How would you account for the fall in sales? The appointment of a new Sales Manager accounts for the rapid rise in sales last year. Note also due to: The fall is due to the closure of the plant.
... sales have continued to decline... Further examples: Sales have continued to fall. There has been a further fall/decline in safes.
If you compare this six-month period... Note the use of a hyphen (-) in six-month. Compare: a three-month period a period of three months
.. there has been very little change... Note the use of the present perfect tense to describe change: Things haven't changed very much. Things have hardly changed. Change has been very slight. Sales have been steady.

 

PRACTICE

TELEPHONING

Some useful phrases.

Listen to the recording and repeat.

Can I speak to Peter Safin, please?

Speaking.

Are you busy?

Can I call you back?

Please hold on.

Sorry to keep you waiting.

I'll transfer you.

What's the area code for Dublin?

Dial 9 to get an outside line.

Press the star key twice.

This is a very bad line.

You're breaking up.

The reception is very bad.

Would you like to leave a message?

Leave a message on my voice mail.

I’m in a meeting. I’ll call you back.

I think we’ve covered everything.

Speak to you soon.

Bye for now.

 

Dialogues 1

Beginning a call

A: I'd like to speak to Max Reed, please.

B: Just one moment. I'll connect you... You're through now.

A: Max Reed speaking.

B: Hi, Max. Simon here.

A: Hi, Simon. How are you?

B: Fine. And you?

 

Checking information

A: Hello.

B: Hello, John. Sven here. Did you get my email?

A: Yes, it's right here in front of me.

B: Fine. I thought it would be quicker to phone than send you another message. I wanted to run through some of the arrangements for Tuesday...

 

Asking the caller to hold

A: Sorry to keep you waiting so long. Could you hold on a little longer? The network is very slow today.

B: How long do you think it is going to take to find the information?

A: It won't be long now. Right. Here we are. The figures you need are...