Theme 3. Retaling: types of stores, customer care.

Goal: to develop skills for multiply listening, to give free practice in new words and phrases through an information exchange conversation.

 

Activities

1. Homework checking.

2. Listening.

3. Business Communication.

4. Final task.

5. Output.

Teaching hints

1. Checking home assignment.

2.1. Have a brief discussion

· Have you ever been to an IKEA store?

· Why you think Sarah likes shopping at IKEA? (Students’ book, page 62, section Listening, exercise 1).

2.2. Listen and make notes (Students’ book, page 62, section Listening, exercise 2).

2.3. Do exercise 3 (Students’ book, page 62, section Listening).

3.1. Fill the gaps, then listen and check your answers (Students’ book, page 66, section Business Communication, exercise 2).

3.2. Listen and complete conversations (Students’ book, page 66, section Business Communication, exercise 2, 3).

3.3. Work in groups of three. Make a telephone conversation (Students’ book, page 67, section Business Communication, exercise 4, 5).

4.1. Read the role cards, have the telephone conversation (Students’ book, page 67, section Final task, exercise 1, 2).

4.2. Look through the expressions and practice in pairs (Students’ book, page 65, section Final task, exercise 1)

5. Answer the questions (Students’ book, page 67, Checklist).

 

Home assignment

1. Exercise 3 (Work book, page 28, section Language Practice One).

2. Exercises 1, 3 (Work book, page 28, 29, section Language Practice Two).

3. Section Telephoning (Work book, page 30).

Lesson 16

Theme 4. Telephoning.

Goal: to practise real life communication strategies trough telephone speaking

 

Activities

1. Homework checking.

2. Putting you through.

3. Getting through.

4. Output.

Teaching hints

 

1. Checking home assignment.

2.1. Watch video. Try to understand what they are talking about (Program 1. Part 1. “Putting you through”)

 

2.2. Listen, repeat and remember the phrases.

1)

Can I speak to Mr Littlebury, please?	Чи можу я поговорити з містером Літлбері?
Who is calling, please?	Хто телефонує?
Hold on, please.	Зачекайте, будь ласка.
I’ll put you through.	Я вас з’єднаю.

 

2)

Could I speak to the Sales Manager?	Чи можу я поговорити з менеджером відділу продаж?
Who shall I say is calling?	Хто я маю сказати дзвонить?
Hold the line, please.	Не кладіть слухавку.
I’ll see if he is in.	Я подивлюся, чи є він.
I'm putting you through.	Я вас з’єдную.

 

3)

Could you put me through to the Finance Department?	З’єднайте мене, будь ласка, з відділом фінансів.
Who would you like to speak to?	З ким би ви хотіли поговорити?
Sorry to keep you waiting.	Вибачайте, що примушую вас чекати.
You're through.	Ви з’єднані.
Go ahead.	Говоріть.

 

2.3. Watch video “Putting you through” again. Read subtitles (Programme 1. Part 1.)

 

2.4. Listen, repeat try to remember the phrases, which are used when someone calls to the office.

1) Good morning. Can I speak to Mr Littlebury?

Mr Morton’s secretary.

 

2) Could I speak to the Sales Manager?

This is John Duff from Multimedia Studios.

Thank you.

 

3) Could you put me through to the Finance Department?

Mrs Morgan if she is in.

Mrs Elliott.

Thank you.

That’s all right.

 

2.5. Watch video. Call to ICB company using the subtitles at the screen.

2.6.Listen, repeat, remember ICb company secretary’s phrases.

1) ICB. Good morning. Can I help you?

Who is calling, please?

Hold on, please.

I’ll put you through.

 

2) ICB. Good morning. Can I help you?

Who shall I say is calling?

Hold the line, please.

I’ll see if he is in.

Hello, I'm putting you through.

 

3) ICB. Good morning.

Who would you like to speak to?

Who shall I say is calling?

One moment, please. I’ll see if she's in the office.

Sorry to keep you waiting.

Her line's busy.

You're through now.

Go ahead.

 

2.7. Watch video. Answer the calls to ICB company using the subtitles at the screen.

3.1. Watch video Try to understand what they are about (Program 4. Part 1. “Getting through”)

3.2. Listen, repeat and remember the phrases.

 

1)

Is Simon Harber in?	Саймон Хабер в офісі?
Which department does he work in?	В якому відділі він працює?
The legal department.	В юридичному відділі.
It's ringing for you now.	Це дзвінок для вас.
There's no reply.	Відповіді нема.
What time do you think he'll be in?	У котрій годині, ви вважаєте, він буде на місці?
He said he’d be in by four this afternoon.	Він сказав, що буде о 4 годині дня.
I'll call back later then.	Тоді я передзвоню пізніше.

 

2)

Could I speak to Mr Benson іn Client Support?	Я можу поговорити з містером Бенсоном з відділу пітримки клієнтів?
I'm sorry there's no answer.	На жаль, не відповідають.
Could you put me through to his assistant?	Будь ласка, з`єднайте мене з його помічником.
I can’t do that either.	Цього я також не можу зробити.
She’s out as well, she’s at a conference today.	Їй немає в офісі, вона на конференції сьогодні.
Can you tell me what it’s about?	Скажіть, будь ласка, з приводу чого ви телефонуєте.
Perhaps Phil Watson in Sales might be able to help you.	Можливо, Фил Ватсон з відділу продаж зможе допомогти вам.
I’ll try him then.	Тоді спробую з`єднатися з ним.

 

3.3.Watch video “Getting through” again. Read subtitles at the screen (Programme 4. Part 1.)

3.4.Listen, repeat and remember the phraseswhich are used when someone calls to the office.

 

1) Hello. Andrew Jameson speaking.

Is Simon Harber in?

The legal department.

What time do you think he'll be in?

I'll call back later then.

 

2) Could I speak to Mr Benson in Client Support?

Could you put me through to his assistant?

It’s about our office insurance.

I’ll try him then.

 

3.4. Watch video. Call the Beta Technologies and Insurance Services using the subtitles at the screen.

 

3.6. Listen, repeat and remember Beta Technologies and Insurance Services secretaries’ phrases.

1) Which department does he work in?

It's ringing for you now.

No, there's no reply.

He said he’d be in by four this afternoon.

2) Can anybody else help you?

I’ll put you through.

It's ringing for you.

No, I’m sorry there's no answer.

I can't do that either.

She's out as well; she's at a conference today.

Can you tell me what it's about?

Perhaps Phil Watson in Sales might be able to help you.

I am putting you through now.

3.7. Watch video. Answer the calls to Beta Technologies and Insurance Services. Using the subtitles at the screen.

 

4. Have a conversation:

· You call to Beta Technologies.

· You answer the calls.

Tapescript

Programme 1

Part 1

Putting you through

Receptionist	icb. Good morning. Can I help you?
secretary	Can I speak to Mr Littlebury, please?
RECEPTIONIST	Who’s calling, please?
secretary	Mr Morton’s secretary.
RECEPTIONIST	Hold on, please…I’ll put you through.
RECEPTIONIST	icb. Good morning.
duff	Could I speak to the Sales Manager?
RECEPTIONIST	Yes, of course. Who shall I say is calling?
duff	This is John Duff from Multimedia Studios.
RECEPTIONIST	Hold the line, please. I’ll see if he’s in.
duff	Thank you.
RECEPTIONIST	Hello, Mr Duff. I’m putting you through.
RECEPTIONIST	icb. Good morning.
elliot	Could you put me through to the Finance Department?
RECEPTIONIST	Who would you like to speak to?
elliot	Mrs Morgan, if she’s in.
RECEPTIONIST	Who shall I say is calling?
elliot	Mrs Elliott.
RECEPTIONIST	One moment, please. I’ll see if she’s in the office.
elliot	Thank you.
RECEPTIONIST	Sorry to keep you waiting. Her line’s busy.
elliot	That’s all right.
RECEPTIONIST	You’re through now. Go ahead.
RECEPTIONIST	Who’s calling, please?
You	Mr Morton’s secretary.
RECEPTIONIST	Hold on, please. I’ll put you through.
RECEPTIONIST	icb. Good morning. Can I help you?
You	Could I speak to the Sales Manager?
RECEPTIONIST	Yes, of course. Who shall I say is calling?
You	This is … (your name) from Multimedia Studios.
RECEPTIONIST	Hold the line, please. I’ll see if he’s in.
you	Thank you.
RECEPTIONIST	Hello. I’m putting you through.
RECEPTIONIST	icb. Good morning.
You	Could you put me through to the Finance Department?
RECEPTIONIST	Who would you like to speak to?
You	Mrs Morgan, if she’s in.
RECEPTIONIST	Who shall I say is calling?
You	… (your name)
RECEPTIONIST	One moment, please. I’ll see if she’s in the office.
you	Thank you.
RECEPTIONIST	Sorry to keep you waiting. Her line’s busy.
You	That’s all right.
RECEPTIONIST	You’re through now. Go ahead.

Programme 1

Part 1

Putting you throug

Your Conversation:You take the calls

You	icb. Good morning. Can I help you?
secretary	Can I speak to Mr Littlebury, please?
You	Who’s calling, please?
secretary	Mr Morton’s secretary.
You	Hold on, please…I’ll put you through.
You	icb. Can I help you?
duff	Could I speak to the Sales Manager?
You	Yes, of course. Who shall I say is calling?
duff	This is John Duff from Multimedia Studios.
You	Hold the line, please. I’ll see if he’s in.
duff	Thank you.
You	Hello, Mr Duff. I’m putting you through.
You	icb. Good morning.
Elliot	Could you put me through to the Finance Department?
You	Who would you like to speak to?
Elliot	Mrs Morgan, if she’s in.
You	Who shall I say is calling?
Elliot	Mrs Elliott.
You	One moment, please. I’ll see if she’s in the office.
Elliot	Thank you.
You	Sorry to keep you waiting. Her line’s busy.
Elliot	That’s all right.
You	You’re through now. Go ahead.

jameson	Hello. Andrew Jameson speaking. Is Simon Harber in?
RECEPTIONIST	Which department does he work in?
jameson	The legal department.
RECEPTIONIST	It’s ringing for you now… No, there’s no reply. Can anybody else help you?
jameson	No, it’s OK. What time do you think he’ll be in?
RECEPTIONIST	He said he’d be in by four this afternoon.
jameson	I’ll call back later then. Thank you.
RECEPTIONIST	Good morning. Insurance Services.
client	Good morning. Could I speak to Mr Benson in Client Support?
RECEPTIONIST	Yes, I’ll put you through. It’s ringing for you. No. I’m sorry there’s no answer.
client	Well, could you put me through to his assistant?
RECEPTIONIST	I can’t do that either. She’s out as well, she’s at a conference today. Can you tell me what it’s about?
client	Yes, it’s about our office insurance.
RECEPTIONIST	I see. Perhaps Phil Watson in Sales might be able to help you out.
client	Right, I’ll try him then.
RECEPTIONIST	Thank you. I’m putting you through.

 

Programme 4

Part 1

Getting through

Your Conversation: You make the calls

RECEPTIONIST	Beta Technologies. Good morning.
You	Hello… speaking. Is Simon Harber in?
RECEPTIONIST	Which department does he work in?
You	The legal department.
RECEPTIONIST	It’s ringing for you now… No, there’s no reply. Can anybody else help you?
You	No, it’s OK. What time do you think he’ll be in?
RECEPTIONIST	He said he’d be in by four this afternoon.
You	I’ll call back later then. Thank you.
RECEPTIONIST	Good morning. Insurance Services.
You	Good morning. Could I speak to Mr Benson in Client Support?
RECEPTIONIST	Yes, I’ll put you through. It’s ringing for you. No. I’m sorry there’s no answer.
You	Well, could you put me through to his assistant?
RECEPTIONIST	I can’t do that either. She’s out as well, she’s at a conference today. Can you tell me what it’s about?
You	Yes, it’s about our office insurance.
RECEPTIONIST	I see. Perhaps Phil Watson in Sales might be able to help you out.
You	Right, I’ll try him then.
RECEPTIONIST	Thank you. I’m putting you through.

 

Part 1

Getting through

Your Conversation: You make the calls

You	Beta Technologies. Good morning.
jameson	Hello. Andrew Jameson speaking. Is Simon Harber in?
You	Which department does he work in?
jameson	The legal department.
You	It’s ringing for you now. No, there’s no reply. Can anybody else help you?
jameson	No, it’s OK. What time do you think he’ll be in?
You	He said he’d be in by four this afternoon.
jameson	I’ll call back later then. Thank you.
You	Good morning. Insurance Services.
client	Good morning. Could I speak to Mr Benson in Client Support?
You	Yes, I’ll put you through. It’s ringing for you. No. I’m sorry there’s no answer.
client	Well, could you put me through to his assistant?
You	I can’t do that either. She’s out at a conference today. Can you tell me what it’s about?
client	Yes, it’s about our office insurance.
You	I see. Perhaps Phil Watson in Sales might be able to help you out.
client	Right, I’ll try him then.

Lesson 17

Theme 4. Telephoning.

Goal: topractise real life communication strategies trough telephone speaking

 

Activities

1. Leaving a message.

2. Making an appointment.

Teaching hints

1. Watch video. Try to understand what they are about. (Program 5. Part 1. "Leaving a message")

1.2. Listen, repeat and remember the phrases.

1)

I'm terribly sorry, but Kelly had to go out of town urgently.	На превеликий жаль, Келлі довелося терміново поїхати з міста.
Could you tell her the contract is ready and being sent directly to New York for comments?	Будь ласка, скажіть їй, що контракт готовий і його негайно надсилають до Нью-Йорку для зауважень.
Have you got that?	Записали?
I'll read that back to you.	Я вам прочитаю (те, що ви сказали).
The message is that the contract is being sent directly to New York.	Повідомлення про те, що контракт негайно надсилають до Нью-Йорку.
Not to worry.	Не хвилюйтесь.
I'll see she gets the message.	Я простежу за тим, щоб вона отримала повідомлення.
Have a nice day!	Приємного дня!

 

2)

Could you put me through to Walter Stein, please?	Будь ласка, з'єднайте мене з Уолтером Стейном.
When would be the best time to call back?	Коли краще всього передзвонити?
You could try around 3.30 p.m.	Можете спробувати біля 3.30 опівдні.
I won't be able to. I'd better leave it till next week.	Я не зможу. Я краще залишу це до наступного тижня.
Just tell him I called and I'll call again.	Просто скажіть йому, що я дзвонив (дзвонила) і подзвоню знову.

 

3)

Please leave your name and phone number and we'll call you back as soon as we can.	Будь ласка, залиште ваше ім'я та номер телефону, і ми передзвоним вам, як тільки зможем.
Please speak after the tone.	Будь ласка, говоріть після гудка.
Could you ask her to ring me at home on 201 978 1124?	Будь ласка, попросіть її зателефонувати мені додому за номером 201 978 1124.

 

1.3. Watch video “ Leaving a message ” again. Read subtitles (Programme 5. Part 1.)

 

1.4. Listen, repeat try to remember the phrases, which are used when someone calls to the office.

 

1) Can I speak to Kelly Darwin, please?

Could you tell her the contract is ready and being sent directly to New York for comments?

Have you got that?

That's fine, thank you.

 

2) Could you put me through to Walter Stein, please?

When would be the best time to call back?

I won't be able to.

I'd better leave it till next week.

Just tell him I called and I'll call again.

 

This is Sharon Rock from Marketing Direct.

I wanted to speak to Julia Flanagan.

Could you ask her to ring me at home on 201 978 1124?

1.5. Watch video. Call to North East Utilities using the subtitles at the screen.

1.6.Listen, repeat North East Utilities company secretary’s phrases.

 

1) I'm terribly sorry, but Kelly had to go out of town urgently.

She said she'd be back tomorrow.

Can I take a message?

I'll read that back to you.

Martin Williams rang.

The message is that the contract is being sent directly to New York.

Not to worry.

I’ll see she gets the message.

Have a nice day.

 

2) North East Utilities. Good afternoon.

I'm afraid he is in a meeting.

In an hour.

You could try around 3.30 p.m.

Do you wish to leave a message?

What did you say your name was?

I'll give him the message.

You're welcome. Thank you for calling.

This is North East Utilities.

Our office is closed at the moment.

Please leave your name and phone number and we'll call you back as soon as we can.

Please speak after the tone.

1.7. Watch video. Answer the calls to North East Utilities using the subtitles at the screen.

2.1. Watch video Try to understand what they are about. (Programme 5. Part 2. " Making an appointment")

2.2.Listen, repeat and remember the phrases.

 

1)

I'd like to make an appointment to see Mr Goodwin, please.	Я хотів би (хотіла б) призначити ділову зустріч з містером Гудвін.
I'll just check his diary.	Я тільки перевірю його щоденник.
Could you tell me what it's about?	Скажіть, будь ласка, з якого вона (зустріч) приводу?
I'm in charge of the exhibition organization.	Я відповідаю за організацію виставки.
Would tomorrow afternoon at three-thirty be convenient?	Завтра о 3.30 дня підходить Вам?
I'm afraid I can't manage three-thirty.	Боюсь, я не можу о 3-30.
Four-thirty would suit me better.	Мене більш влаштовує 4-30.
Let me just check.	Дайте я тільки перевірю.
I'll move this one around to here.	Я пересуну її (зустріч) сюди.

2)

This is Mr Young's secretary speaking.	Це говорить секретар(ка) містера Янга.
I'm calling to confirm Mr. Young's appointment with Mrs Thornton.	Я телефоную, щоб підтвердити ділову зустріч містера Янга з місіс Торнтон.
When was the appointment for?	На коли була призначена зустріч?
The day after tomorrow at 10 o'clock.	Післязавтра о 10-й годині.

 

3)

I'm phoning on behalf of Mr Johnson.	Я телефоную від імені містераДжонсона.
Would it be possible to arrange a meeting with Mr Ambrose?	Є можливість влаштувати зустріч з містером Амброуз?
Which day would suit you?	Який день вам підходить?
This coming Thursday.	Наступного четверга.
It's fully booked.	Він (четвер) повністю зайнятий.
Couldn't it be sooner, sometime this week?	Чи не можна раніше, десь на цьому тижні?
This is the only time available.	Це єдиний доступний час.
That'll have to do, I suppose.	Гадаю, це повинно підійти.
Can you confirm that in writing?	Ви можете підтвердити це письмово?
I'll fax confirmation this afternoon.	Я надішлю підтвердження факсом сьогодні після полудня.

 

2.3.Watch video " Making an appointment” again. Read subtitles at the screen (Programme 5. Part 2.)

2.4.Listen, repeat and remember the phraseswhich are used when someone calls to the office.

 

1) I'd like to make an appointment to see Mr Goodwin, please.

It's about the Paris Exhibition.

Barry Buchan, speaking.

I'm in charge of the exhibition organization.

I'm afraid I can't manage three-thirty.

Four-thirty would suit me better.

 

2) This is Mr Young's secretary speaking.

I'm calling to confirm Mr. Young's appointment with Mrs Thornton.

The day after tomorrow at 10 o'clock.

 

3) I'm phoning on behalf of Mr Johnson.

Would it be possible to arrange a meeting with Mr Ambrose?

This coming Thursday.

Couldn't it be sooner, sometime this week?

Friday the thirteenth! Yes, that'll have to do, I suppose.

I'll fax confirmation this afternoon.

 

2.5. Watch video. Call the Westminster Consultants using the subtitles and the screen.

 

2.6.Listen, repeat and remember Westminster Consultants secretaries’ phrases.

 

1) Westminster Consultants. Good morning.

I'll just check his diary.

Could you tell me what it's about?

Would tomorrow afternoon at three-thirty be convenient?

Let me just check.

I'll move this one around to here.

Yes, OK. That's fine.

2) Westminster Consultants. Good morning.

When was the appointment for?

Yes, that's fine. Thursday, March 14th at ten o'clock.

 

3) Good morning. Westminster Consultants.

Just a moment, please.

Which day would suit you?

I'm sorry he isn't available.

It's fully booked.

Would Monday the 16th be convenient?

What about Friday the 13th at eleven-thirty?

It's the only time available.

Can you confirm that in writing?

 

2.7. Watch video. Answer the calls to Westminster Consultants using the subtitles at the screen.

 

Have a conversation:

1) You call to North East Utilities.

2) You answer the calls.

TAPESCRIPT

Programme 5

Part 1

Leaving a message

Your Conversation:You make the calls

RECEPTIONIST	North East Utilities. Can I help you?
You	… speaking. I’d like to speak to Kelly Darwin, please.
RECEPTIONIST	Oh, I’m terribly sorry, but Kelly had to go out of town urgently. She said she’d be back tomorrow. Can I take a message?
You	Could you tell her the contract is ready and being sent to New York for comments?
RECEPTIONIST	Yes, I’ll read that back to you. Martin Williams rang. The message is that the contract is being sent directly to New York.
You	That’s fine. Thank you.
RECEPTIONIST	Not to worry. I’ll see she gets the message. Have a nice day!
RECEPTIONIST	North East Utilities. Good afternoon.
You	Good afternoon. Could you put me through to Walter Stein, please?
RECEPTIONIST	I’m afraid he’s in a meeting.
You	I see. When would be the best time to call back?
RECEPTIONIST	In an hour. You could try around 3.30 p.m.
You	I won’t be able to. I’d better leave it till next week.
RECEPTIONIST	Do you wish to leave a message?
You	No, just tell him I called and I’ll call again.
RECEPTIONIST	Yes, certainly. What did you say your name was?
You	…
RECEPTIONIST	You’re welcome. Thank you for calling.
recorder
message	This is North East Utilities. Our office is closed is closed at the moment. Please leave you name and phone number and we’ll call you back as soon as we can. Please speak after the tone.
You	This is … from…. I wanted to speak to Julia Flanagan. Could you ask her to ring me at home on 2019781121? Thank you.

Programme 5

Part 1

Leaving a message

Your Conversation: You make the calls

williams	Martin Williams speaking. Can I speak to Kelly Darwin, please?
You	Oh, I’m terribly sorry, but Kelly had to go out of town urgently. But she said she would be back tomorrow. Can I take a message?
williams	Yes, please. Can you tell her the contract is ready and being sent directly to New York for comment? Have you got that?
You	Yes. I’ll just read that back to you. Martin Williams rang. The massage is that the contract is being sent directly to New York.
williams	That’s fine. Thank you.
You	Not to worry. I’ll see she the message. Have a nice day!
camora	Good afternoon. Could you put me through to Walter Stein, please?
You	I’m afraid he’s in a meeting.
camora	I see. When would be the best time to call him back?
You	In an hour. You could try around 15.30.
camora	I won’t be able to. I’d better leave it till next week.
You	Do you wish to leave a message?
camora	No. Just tell him I called and I’ll call again next week.
You	Yes, certainly. What did you say your name was?
camora	Camora, Joe Camora.
You	Fine, Mr Camora. I’ll give him the message.
You	This is… Our office is closed at the moment. Please leave you name and phone number and we’ll call you back as soon as we can. Please speak after the tone.

Programme 5

Part 2

Making an appointment

RECEPTIONIST	Westminster Consultants. Good morning.
Buchan	Good morning. I’d like to make an appointment to see Mr Goodwin, please.
RECEPTIONIST	Yes, of course. I’ll just check his diary. Could you tell me what it’s about?
Buchan	It’s about the Paris Exhibition. Barry Buchan, speaking. I’m in charge of the exhibition organization.
RECEPTIONIST	Would tomorrow afternoon at three-thirty be convenient?
Buchan	I’m afraid I can’t manage three-thirty. Four-thirty would suit me better.
RECEPTIONIST	Let me just check. I’ll move this one around to here. Yes, OK. That’s fine.
Buchan	Thank you, goodbye.
RECEPTIONIST	Westminster Consultants. Good morning.
secretary	Good morning. This is Mr Young’s secretary speaking. I’m calling to confirm Mr Young’s appointment with Mrs Thornton.
RECEPTIONIST	When was the appointment for?
secretary	The day after tomorrow at ten o’clock.
RECEPTIONIST	Yes, that’s fine. Thursday, March 14th at ten o’clock.
secretary	Thank you, goodbye.
RECEPTIONIST	Good morning. Westminster Consultants.
ASSISTANT	Good morning. I’m phoning on behalf of Mr Johnson. Would it be possible to arrange a meeting with Mr Ambrose?
RECEPTIONIST	Just a moment, please. Which day would suit you?
ASSISTANT	This coming Thursday.
RECEPTIONIST	No, I’m sorry he isn’t available. It’s fully booked. Would Monday the 16^th be convenient?
ASSISTANT	Couldn’t it be sooner, sometime this week?
RECEPTIONIST	What about Friday the 13^th at eleven-thirty? It’s the only time available.
ASSISTANT	Friday the thirteenth! Yes, that’ll have to do, I suppose.
RECEPTIONIST	Can you confirm that in writing?
ASSISTANT	Yes, I’ll fax confirmation this afternoon.
RECEPTIONIST	Yes, of course. I’ll just check his diary. Could you tell me what it’s about?
You	It’s about the Paris Exhibition. I’m in charge of the exhibition organization.
RECEPTIONIST	Would tomorrow afternoon at three-thirty be convenient?
You	I’m afraid I can’t manage 3.30 Four-thirty would suit me better.
RECEPTIONIST	Let me just check. I’ll move this one around to here. Yes, OK. That’s fine.
RECEPTIONIST	Westminster Consultants. Good morning.
You	I’m calling to confirm Mr…’s appointment with Mrs Thornton
RECEPTIONIST	When was the appointment for?
You	The day after tomorrow at ten o’clock.
RECEPTIONIST	Yes, that’s fine. Thursday, March 14th at ten o’clock.
RECEPTIONIST	Good morning. Westminster Consultants.
You	Would it be possible to arrange a meeting with Mr Ambrose?
RECEPTIONIST	Just a moment, please. Which day would suit you?
You	This coming Thursday.
RECEPTIONIST	No, I’m sorry he isn’t available. It’s fully booked. Would Monday the 16^th be convenient?
You	Couldn’t it be sooner, sometime this week?
RECEPTIONIST	What about Friday the 13^th at eleven-thirty? It’s the only time available.
You	Yes, that’ll have to do, I suppose.
RECEPTIONIST	Can you confirm that in writing?
You	Yes, I’ll fax confirmation this afternoon.

 

Programme 5

Part 2

Making an appointment

Your conversation:You take the calls

You	… (your company) Good morning.
Buchan	Good morning. I’d like to make an appointment to see Mr Goodwin, please.
You	I’ll just check his diary. Could you tell me what it’s about?
Buchan	It’s about the Paris Exhibition. Barry Buchan, speaking. I’m in charge of the exhibition organization.
You	Would tomorrow afternoon at three-thirty be convenient?
Buchan	I’m afraid I can’t manage three-thirty. Four-thirty would suit me better.
You	Let me just check. I’ll move this one around to here. OK. That’s fine.
You	… (your company) Good morning.
Secretary	Good morning. This is Mr Young’s secretary speaking. I’m calling to confirm Mr Young’s appointment with Mrs Thornton.
You	When was the appointment for?
Secretary	The day after tomorrow at ten o’clock.
You	Yes, that’s fine. Thursday, March 14th at ten o’clock.
You	… (your company) Good morning.
Assistant	Good morning. I’m phoning on behalf of Mr Johnson. Would it be possible to arrange a meeting with Mr Ambrose?
You	Which day would suit you?
Assistant	This coming Thursday.
You	I’m sorry he isn’t available. Would Monday the 16^th be convenient?
Assistant	Couldn’t it be sooner, sometime this week?
You	What about Friday the 13^th at eleven-thirty? It’s the only time available.
Assistant	Friday the thirteenth! Yes, that’ll have to do, I suppose.
You	Can you confirm that in writing?

Module 2

Lesson 1