Business-English over Business-English over the telephone.the telephone.

Using SANACO LAB 90 center.Using SANACO LAB 90 center.

CONTENTS:CONTENTS:

IntroductionIntroduction Pre-listeningPre-listening task. task. ListeningListening 11 ListeningListening 22 After-listeningAfter-listening activity activity.. PractisingPractising in speaking. in speaking. ConclusionConclusion..

Introduction.Introduction.

What percentage of your time do What percentage of your time do you spend on the phone?you spend on the phone?

How many of the calls you make How many of the calls you make and receive are essential?and receive are essential?

Can you not answer the phone?Can you not answer the phone?

Pre-listening taskPre-listening task..

disturbed+hold, expecting+pick up, real+unplug, disturbed+hold, expecting+pick up, real+unplug, possible+answer, busy + ring, possible+answer, busy + ring,

important+ switch on important+ switch on

If I’m ..........I just let the phone.... .If I’m ..........I just let the phone.... . If I don’t want to be..............,I tell my If I don’t want to be..............,I tell my

secretary to ..........all my calls.secretary to ..........all my calls. If ............., I try to ............. The phone If ............., I try to ............. The phone

before the fourth ring.before the fourth ring. If I’m...........a call from the boss, I........the If I’m...........a call from the boss, I........the

phone immediately.phone immediately. If I’m in the middle of something ............, If I’m in the middle of something ............,

I............ the answerphone.I............ the answerphone. If I’m having a.............. crisis, I........... The If I’m having a.............. crisis, I........... The

damn thing! damn thing!

Listening 1Listening 1

Call 1Call 1 Call 2Call 2 Call 3Call 3 Call 4Call 4

The caller is kept The caller is kept waitingwaiting

A business A business contact calls to contact calls to ask a favour.ask a favour.

A sales executive A sales executive calls with a calls with a quote.quote.

There is a There is a communication communication breakdownbreakdown..

Listening 2Listening 2 Call 1Call 1

aa ___ ___ ___ me through to ___ ___ ___ me through to Yves Dupont?Yves Dupont? bb ___ ___ ___ I don’t ___ ___ ___ I don’t understand.understand. cc ___ ___ ___ more slowly, ___ ___ ___ more slowly, please.please.

Listening 2Listening 2

Call 2Call 2 aa ___ ___ ___ can’t talk right ___ ___ ___ can’t talk right now. now. bb ___ ___ ___ those prices you ___ ___ ___ those prices you wanted.wanted. c c ___ ___ ___ you back- say, in ___ ___ ___ you back- say, in an hour. an hour.

Listening 2Listening 2

Call 3Call 3 aa ___ ___ ___ do for you? ___ ___ ___ do for you? bb ___ ___ ___ when he’ll be ___ ___ ___ when he’ll be back? back? cc ___ ___ ___ speaking to?___ ___ ___ speaking to?

Listening 2Listening 2

Call 4Call 4 aa ___ ___ ___ bother you. ___ ___ ___ bother you. bb ___ ___ ___ who’s calling? ___ ___ ___ who’s calling? cc ___ ___ ___ me a contact ___ ___ ___ me a contact number?number?

Make a short conversation.Make a short conversation.

A A I really need that report I really need that report today.today.

B B I’ll finish it this morning. I’ll finish it this morning.

C C OK, I’ll look forward tj OK, I’ll look forward tj seeng it.seeng it.

Complete the conversation Complete the conversation with the words:with the words:

Jozsef:Jozsef: Oh, sorry. If you’re Oh, sorry. If you’re ______ , I’ll come back______.______ , I’ll come back______.

Tom:Tom: No, no, come in, No, no, come in, Jozsef. If you ______ me two Jozsef. If you ______ me two minutes, I’ll be ______ with minutes, I’ll be ______ with you. I’ll just save what I’m you. I’ll just save what I’m doing...doing...

ConclusionConclusion..

The reason computers can do more The reason computers can do more work than people is that computers work than people is that computers never have to answer the phone. never have to answer the phone. Anonymous.Anonymous.