Unit 2: Telephoning

Back

Aims and Objectives

In this unit you will learn and practise vocabulary related to telephone communications.

You will practise the following skills and functions:

  • listening for information
  • dealing with in-coming and out-going calls

The grammar focus of this unit is:

Vocabulary

(U.S.)
(U.S)

Vocabulary Practice

Exercise not available in this language version.

Comprehension

Exercise 1: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
CallerHello. Is that Sports Centre DGA?
ReceptionYes sir, how can I help you?
CallerCan I speak to Karol Csak, my trainer?
SecretaryNo, I'm sorry, Mr. Csak is not here at the moment, can I take a message?
CallerSure, can you tell him I have to reschedule my training plans for next week?
SecretaryOf, course, and who is calling?
CallerOh, yes, sorry, my name is Bela Nemeth.
  1. The caller wants:
    a. 
    b. 
    c. 
    ?

Exercise 2: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
ReceptionSwimcentre Szeged, how can I help you?
CallerHello. This is Katarina Nemeth, we've booked next week three afternoons in the large pool for our club, I am calling to confirm that.
ReceptionJust a moment, I'll have a look. No, Mrs. Nemeth, I am sorry we have no such booking here. How did you book that?
CallerI spoke to Mrs. Csak and she promised to book that last week.
ReceptionWell, I think I'll put you through to her directly. She can book it only. Hold on a second.
CallerOK, I'm waiting.
  1. The caller is:
    a. 
    b. 
    c. 
    ?

Exercise 3: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
WomanHello, Michal, this is Kamila speaking.
ManHello Kamila, so how are the preparations for the championship, are we leaving on Monday?
WomanUnfortunately not. The flight got canceled and we have to find another one. I have already looked at the schedule, but the closest flight is on Tuesday night, that's late.
ManThat's realy bad. I will call the head of the National Sport Association if they can help us, then I'll get back to you in an hour or two.
WomanRight, I will wait then. Bye.
ManBye.
  1. Who does the woman speak to?
    a. 
    b. 
    c. 
    ?
  2. Who does she want to speak to?
    a. 
    b. 
    c. 
    ?
  3. Which is correct?
    a. 
    b. 
    c. 
    ?

Exercise 4: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
JimWho are you ringing?
VeronicaI'm trying to get through to the operator.
JimWhat for?
VeronicaI'm trying to get directory enquiries. I need to ring the transport company.
JimHaven't you got the number?
VeronicaNo, only the fax number and the mobile number, but the mobile seems to be switched off.
JimHave you looked in the yellow pages?
VeronicaYes, but it doesn't seem to be in the yellow pages.
JimWell then, ring directory enquiries.
VeronicaThat's what I'm trying to do! But the line's busy.
JimWell hang up and dial again!
  1. Veronica needs to ring:
    a. 
    b. 
    c. 
    ?
  2. She wants to get the number from:
    a. 
    b. 
    c. 
    ?
  3. Which is correct?
    a. 
    b. 
    c. 
    ?

Exercise 5: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
OperatorHello? Is this 061223289?
Mr BellYes, it is.
OperatorI have a collect call for you from Jane Franklin in Helsinki. Do you accept the call?
Mr BellAh, yes. That's OK. I accept the charges. Put her through, please.
OperatorGo ahead, please, caller.
  1. The collect call is from:
    a. 
    b. 
    c. 
    ?
  2. Jane Franklin is the man's:
    a. 
    b. 
    c. 
    ?
  3. Which is correct?
    a. 
    b. 
    c. 
    ?

Exercise 6: Multiple Choice Questions

Chose the correct answer.

Recording:
Transcript:
SecretaryGlobal Interbank. Good morning. Can I help you?
CallerYes. Can you put me through to Mr Philips, please?
SecretaryCertainly, sir. Who shall I say is calling?
CallerJohn Simpson.
SecretaryHold on a moment, please, Mr Simpson.
SecretaryHello, Mr Simpson? I'm afraid Mr Philips is in a meeting at the moment.
CallerOh dear. I need to speak to him urgently.
SecretaryCan I take a message? Or would you prefer to ring back later?
CallerAsk him to get back to me as soon as possible. He's already got my number.
SecretaryCertainly Mr Simpson. I'll pass on the message. Thank you for calling. Goodbye.
  1. Where does Mr Philips work?
    a. 
    b. 
    c. 
    ?
  2. Which is correct?
    a. 
    b. 
    c. 
    ?
  3. Where is Mr Philips now?
    a. 
    b. 
    c. 
    ?
  4. The caller's name is:
    a. 
    b. 
    c. 
    ?
  5. Which is correct?
    a. 
    b. 
    c. 
    ?

Grammar Practice

Exercise 1: Selections

Chose the correct answer.

  1. a. 
    b. 
    ?
  2. a. 
    b. 
    ?
  3. a. 
    b. 
    ?
  4. a. 
    b. 
    ?
  5. a. 
    b. 
    ?
  6. a. 
    b. 
    ?
  7. a. 
    b. 
    ?

Exercise 2: Transformation

Change the following sentences into questions.

Example:

The caller wants to leave a message.
Does the caller want to leave a message?

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?
  8. A.
    B. ?
  9. A.
    B. ?
  10. A.
    B. ?

Exercise 3: Transformation

Answer the following sentences using "YES".

Example:

Does the caller want to leave a message?
Yes, the caller wants to leave a message.

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?
  8. A.
    B. ?
  9. A.
    B. ?
  10. A.
    B. ?

Exercise 4: Transformation

Answer the following sentences using "NO".

Example:

Does the caller want to leave a message?
No, the caller doesn't want to leave a message.

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?
  8. A.
    B. ?
  9. A.
    B. ?
  10. A.
    B. ?

Exercise 5: Substitution

Make polite questions using "Can you".

Example:

Can you wait a moment, please? (Take a message.)
Can you take a message, please?


  1. ?

  2. ?

  3. ?

  4. ?

  5. ?

  6. ?

  7. ?

  8. ?

Exercise 6: Substitution

Make polite questions using "Can I".

Example:

Can I speak to Catherine? (Take a message.)
Can I take a message?


  1. ?

  2. ?

  3. ?

  4. ?

  5. ?

  6. ?

  7. ?

  8. ?

Exercise 7: Transformation

Answer the questions using "I'm afraid I can't ...".

Example:

Can you ring back later?
No, I'm afraid I can't ring back later.

  1. A.
    B. ?
  2. A.
    B. ?
  3. A.
    B. ?
  4. A.
    B. ?
  5. A.
    B. ?
  6. A.
    B. ?
  7. A.
    B. ?

Exercise 8: Gap Filling

Choose the correct option to fill the gaps in the following sentences.

  1. Hello. Can I speak ____ Susana, please?
    a. 
    b. 
    c. 
    ?
  2. She isn't in her office ____ .
    a. 
    b. 
    c. 
    ?
  3. Who ____ , please?
    a. 
    b. 
    c. 
    ?
  4. Hold on and I'll put you ____ .
    a. 
    b. 
    c. 
    ?
  5. I'm sorry. You've got ____ .
    a. 
    b. 
    c. 
    ?
  6. His mobile must be ____ .
    a. 
    b. 
    c. 
    ?
  7. Hello? Is ____ 061223289?
    a. 
    b. 
    c. 
    ?
  8. Yesterday I got a call ____ Finland.
    a. 
    b. 
    c. 
    ?
  9. Ask him to call me back. He's ____ got my number.
    a. 
    b. 
    c. 
    ?
  10. Certainly, sir. I'll pass ____ the message.
    a. 
    b. 
    c. 
    ?
  11. Thank you for ____ .
    a. 
    b. 
    c. 
    ?
  12. Can you ____ your name for me, please?
    a. 
    b. 
    c. 
    ?
  13. The country ____ for Italy is 39.
    a. 
    b. 
    c. 
    ?
  14. Try to ____ on the phone!
    a. 
    b. 
    c. 
    ?
  15. If the person calling speaks too fast, ask him or her to speak more ____ .
    a. 
    b. 
    c. 
    ?
  16. When you take a ____ , don't forget to write down the name of the caller.
    a. 
    b. 
    c. 
    ?
  17. Try to be helpful and ____ .
    a. 
    b. 
    c. 
    ?
  18. If you need an electrician, look in the ____ pages.
    a. 
    b. 
    c. 
    ?
  19. Are ringing ____ the same in all countries?
    a. 
    b. 
    c. 
    ?
  20. Do you know who invented ____ telephone?
    a. 
    b. 
    c. 
    ?

Dictation

Exercise 1: Dictation

Listen to the complete recording first. Then go to the textbox and use the ‘>’ key to listen to the text section by section. Type what you hear into the textbox. For detailed instructions, read the Exercise Help.

Recording:
Transcript:

Can we postpone the departure to the airport from Saturday night to Sunday morning?

?

Exercise 2: Dictation

Listen to the complete recording first. Then go to the textbox and use the ‘>’ key to listen to the text section by section. Type what you hear into the textbox. For detailed instructions, read the Exercise Help.

Recording:
Transcript:

Someone has rescheduled our regular training times without informing us. That is really bad.

?

Checklist

Use the following list to check whether you have obtained full benefit from this unit. You should be able to:

  • make a call
  • leave a message
  • take a message
  • spell
  • repeat telephone numbers
Version 2.0 (2013-01-03 13:42 CET)
Warning: Media Player unavailable. Use a JavaScript enabled browser.