Unit 7 Can I take a message

Unit Goals

Part 1 Practical Listening & Speaking

Part 2 Business Speaking

Part 3 Listening Practice

Part 4 Fun Listening

Unit Goals

When the students finish learning this unit, they should be abl

e to

know how to take a message

know how to leave a message at the reception

understand the tips for answering a business phone call

Lesson 13Part 1 Practical Listening & Speaking

A. Word Study

B. Functional Listening

C. Language Check

D. Controlled Practice

E. Business Culture

A. Word Study

corporation 公司 research...on 对 ... 研究

hold on 不挂断 ringing(calling) about 打电话关于...

take a message 留言 put...through 接通

Purchasing Manager 采购经理 accounts 账户

call...back 回复 hold the line 别挂电话

direct line 直线 engaged(busy) 忙于

double 双倍 pick up 接电话

triple 三倍 available 空的

caller 打电话者

B. Functional ListeningTask: Taking a message: listen to the recording and fill in the blanks.

Kitty: Good morning. HAB Corporation. How may I help you?

Sam: Hello. I'd like to speak to David Johnson, please.

Kitty: Hold on, please.(1) ___________________________.I'm afraid he's out of the office at the moment. Can I take a message?

Sam: Yes, this is Sam Collins from BMW. I'm ringing about Mr. Johnson' visit to our company next Tuesday.

Kitty: Yes?

Sam: Could you ask him (2) ___________________________ of the visit on that day? It was at ten o'clock, but that's a bit difficult for our Purchasing Manager.

Kitty: What time would you prefer?

Sam: Well, 11:00 would be the best for us. Can you ask him to call me back this afternoon?

Kitty: Certainly.(3) ____________________________________.Could you repeat it?

Sam: It's Sam Collins.

Kitty: Could you spell your last name, please?

Sam: C-O-L-L-I-N-S.

Kitty: (3) _________________________________ .Did you say N-S or M-S?

Sam: N for No-N.

Kitty: Ok. May I have your number, please?

Sam:He can (4) ______________________________: six three double two, triple five seven.

Kitty: It's six three double two, triple five seven. I'll give him the message as soon as he gets back.

Sam: Thank you. Good-bye.

Sorry to keep you waiting

if we can change the time

I'm afraid I didn't catch your name

reach me on my direct line

I'm sorry

How to take a message?saying the company's name and greeting

asking somebody to wait

offering help

asking for information

asking the caller to repeat

checking information

promising to take action

steps

C. Language Check

Task One: Taking a message

Saying the company's name and greeting

• TAB Corporation. ________ can I do for you?

• TAB Corporation. ________ may I help you?• Good morning. HDC International.

Asking somebody to wait

• Just a moment, please. I'll put you through.

• Could you hold the line, please? I'll ________you.• Hold on, please. I'll________ if she's in.

What

How

connect

see

Offering help

• I'm afraid she's in a meeting at the moment. Can I take a message?

• I'm afraid Mr. Martin isn't _____________ at the moment. Would you

like to leave a message?

• I'm afraid he's on ____________ _ at teh moment. Would you like to

hold.

Asking for information

• May I ask who is calling, please?

• Could you ____________your phone number, please?

• May I have your number, please?

• Could I ask what it's about?

in

another line

tell me

Asking the caller to repeat

• Could you say that again?

• I'm sorry. I didn't _____________. Could you repeat it, please?

• Could you speak a little more slowly, please?

• Could you repeat your name?

Checking information

• OK. That's Robert Burton. Am I right?

• So, that's May 17. Is_____________?

• So, you will come on June 16. Is that correct?

that right

catch it

Promising to take action

• I'll give her the message ___________she's back.

• I'll get Mr. Li to call you as soon as he comes back.• I will ask him to call you __________tomorrow.• I will ask her to call you back as soon as she is free.

as soon as

first thing

D. Controlled Practice Work with your partner to make a dialogue based on the following

chart.

YOU

Hello?

Who are you looking for?

Which Mr. Chen?

Director Chen in Sales or Marketing?

Wait. He's not in. He has a cold.

He won't be back until tomorrow morning. Want to leave a message?

What's your name?

Spell it.

What's your number?

I will ask him to call you tomorrow.

YOUR PARTNER

Hello?

I'm looking for Mr. Chen.

Director Chen.

Jack Chen in Sales.

When will he be back?

Yes. Tell him to call me ASAP. I want to talk about the training details with him.

Green Dobson.

D-O-B-S-O-N

He has my number.

See you.

E. Business Culture---Tips for Answering a Business Phone Call

Listen to a passage and discuss the following questions with your partner.

(1) Have you answered a business call in English? What was your feeling about it?

(2) What should you prepare before answering a business call?

(3) What should you pay attention to when answering a business phone call?

Pair WorkPair WorkA

Role PlayRole PlayB

Part 2 Business Speaking

A. Pair workTask: Work with your partner to match the sentences on the left with the similar sentences on the right.

1) How can I help you?

2) Could you put me through to Jenny Lee, please?

3) Could you wait for just one moment, please?

4) I'll put you through to her immediately.

5) I'm afraid the line is busy.

6) Can I take a message?

7) May I ask who is calling, please?

8) June Davis speaking.

9)I'm sorry. Could you repeat that?

10) May I have your number, please?

A. I will connect you immediately.

B. Could you hold on for a moment, please?

C. I'd like to speak to Jenny Lee, please.

D. What can I do for you?

E. Could you tell me your phone number?

F. I'm sorry. Could you say that again?

G.This is June Davis.

H. May I have your name, please?

I. Would you like to leave a message.

J. I'm afraid the line's engaged.

B. Role play Task: Role-play a telephone conversation according to the following two sit

uations. Both you and your partner can use your own name.

Situation One Information for you Information for your partner

You are a colleague of Paul Taylor's. He's in a meeting at the moment, so answer the phone and take the message for him.

Phone Paul Taylor and ask him to bring the DKL file to the meeting on Thursday.

Situation Two Information for you Information for your partner

Phone Deborah Sauer at ADC Corporation. Tell her your flight gets in on Friday at 10:30 a.m. Ask her to pick you up at the airport. Your flight number is BA008.

You are a colleague of Deborah Saucer. She's at lunch at the moment, so answer the phone and take any messages for her.