Starting and Ending A Call American English Student Ver2

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BUSINESS ENGLISH · BUSINESS SITUATIONS · INTERMEDIATE (B1-B2)
STARTING
AND ENDING
A CALL
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1 Warm-up
Do you need to make or receive a lot of calls in English in your work? Who do you talk to? What
typical communication problems do you have?
2 Telephone phrases
Match the two columns to form telephone phrases. Put ‘S’ (start a call) or ‘E’ (end a call) next to each
expression. Then, complete the questions below with the phrases.
1. make a. a number
2. hang b. a phone call
3. put the phone c. a ring
4. dial d. down
5. give someone e. the phone
6. answer f. through (to someone)
7. put someone g. up
1. Have you ever on someone who was being rude?

2. Do you need to a lot of in your job?
3. Do you always when it rings?
4. When was the last time you the wrong ?
5. Who was the last person to you ?
6. Have you ever had to wait more than five minutes for an operator to you
to someone?
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INTERMEDIATE (B1-B2)
STARTING AND ENDING A CALL
In pairs, ask and answer the questions.
3 Starting a call
Audio
Listen and complete the following extracts from six telephone conversations.
Dialogue 1
Maria Gomez: Good morning , Simtech Ltd. How may I help you ? (1)
Daniel Goldman: Good morning, the sales department, please? (2)
Maria Gomez: Certainly, sir. One moment, please.
Dialogue 2
Susan Clarke: Susan Clarke.
Xcel Systems. (3) Miles
Henderson, please. (4)
Simtech employee: Certainly. Just a moment.
Dialogue 3
Miles Henderson: Hello, Ashley Smart, please? (5)
Ashley Smart: Speaking.
Miles Henderson: Oh, hi Ashley, Miles. (6) tomorrow’s meeting.
(7)
Dialogue 4
Susan Clarke: , Susan Clarke . (8)
Mike Jones: Hi Susan, Mike . (9) confirm our meeting
tomorrow. (10)
Dialogue 5
Miles Henderson: Hello.
Mary Smith: Hello, Peter ? (11)
Miles Henderson: I’m sorry, there’s no one here called Peter.
Mary Smith: 27453010? (12)
Miles Henderson: No, it’s 27453011
Mary Smith: Oh sorry, it looks like I dialed the wrong number.
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Dialogue 6
Paul Groves: Accounts department.
Maria Gomez: Hello, Maria Gomez Simtech Ltd. (13)
we haven’t received any payment for the last
invoice we sent you. (14)
Now put the expressions into the following categories:
1. Answering the phone:
2. Introducing yourself to
the receiver (formal):
3. Introducing yourself to
the receiver (informal):
4. Asking to speak to
somebody:
5. Checking the number:
6. Stating the reason for

the call:

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4 Role play
In pairs, role-play the following situations. Take turns to be the caller and receiver:
1. Caller: John Smith, TDI Ltd., Receiver: receptionist, Micro Global

Purpose of call: you want to speak to someone in the marketing department
2. Caller: Dominic Price, Receiver: Franco DeAngelo, sales department
Purpose of call: you need to speak to Mr. Gomez about a product order
3. Caller: your own name, position, Receiver: Jack Jones (telephone number: 963128743)
Purpose of call: you want to speak to Anna Carlton (telephone number: 963128744)
4. Caller: Jan Kowalski, Receiver: Jane Williams
Purpose of call: you want to ask how her interview went
5. Caller: your own name, position, Receiver: David Shultz
Purpose of call: you want to know the date of a conference
5 Ending a call
Listen to the five short telephone dialogues. What was the likely topic of each telephone conversation? Audio
Write 1-5 next to the following topics:
1. Arranging a meeting (informal)

2. Arranging a meeting (formal)
3. Inquiring about a product
4. Chatting about something
5. Making a complaint
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Now complete the dialogues:

1
Ashley Smart: Ok, . I look forward to seeing you on Tuesday.
2
if you have any problems.
3
Daniel Goldman: Sounds good. to your boss.
4
Ashley Smart: . Goodbye.
Daniel Goldman: Goodbye.
5
Maria Gomez: Okay, all your help.
6
Sam Clarke: No problem at all. . Goodbye.
7
Daniel Goldman: Okay, next Monday.
8
Miles Henderson: Great. .
9
Anthony Smart: Anyway, . I know you have a lot of work to do.
10
Susan Clarke: OK Anthony, it was good talking to you again. . Bye.
11
Sam Clarke: I apologize once again. we can be of any further help.
12
Maria Gomez: Thanks, . Goodbye, then.
Sam Clarke: Goodbye.
6 Role play
In pairs, practice ending the following telephone conversations:
1. You have arranged to meet a friend at 7 pm on Friday.

2. You have solved a difficult problem for one of your customers.
3. You have been chatting with a friend who is now very busy.
4. You have called a potential supplier to inquire about their products.


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HEAAADERLOGORIGHT

BUSINESS ENGLISH · BUSINESS SITUATIONS · INTERMEDIATE (B1-B2)

2. hang b. a phone call

3. put the phone c. a ring

5. give someone e. the phone

6. answer f. through (to someone)

1. Have you ever on someone who was being rude?

FOOOOTERRIGHT Learn without forgetting! 1/5

STARTING AND ENDING A CALL

In pairs, ask and answer the questions.

FOOOOTERLEFT Learn without forgetting! 2/5

STARTING AND ENDING A CALL

Now put the expressions into the following categories:

1. Answering the phone:

5. Checking the number:

6. Stating the reason for

FOOOOTERRIGHT Learn without forgetting! 3/5

STARTING AND ENDING A CALL

1. Caller: John Smith, TDI Ltd., Receiver: receptionist, Micro Global

1. Arranging a meeting (informal)

FOOOOTERLEFT Learn without forgetting! 4/5

STARTING AND ENDING A CALL

Now complete the dialogues:

In pairs, practice ending the following telephone conversations:

1. You have arranged to meet a friend at 7 pm on Friday.

FOOOOTERRIGHT Learn without forgetting! 5/5

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