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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? ˳?
Who is calling, please? ?
Hold on, please. , .
Ill put you through. 璺.

 

2)

Could I speak to the Sales Manager? ?
Who shall I say is calling? ?
Hold the line, please. .
Ill see if he is in. , .
I'm putting you through. 璺.

 

3)

Could you put me through to the Finance Department? ǒ , , .
Who would you like to speak to? ?
Sorry to keep you waiting. , .
You're through. 璺.
Go ahead. .

 

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 Mortons 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.

Thats all right.

 

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

2.6.Listen, repeat, remember ICb company secretarys phrases.

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

Who is calling, please?

Hold on, please.

Ill put you through.

 

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

Who shall I say is calling?

Hold the line, please.

Ill 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. Ill 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? ?
Which department does he work in? ?
The legal department. .
It's ringing for you now. .
There's no reply. ³ .
What time do you think he'll be in? , , ?
He said hed be in by four this afternoon. ³ , 4 .
I'll call back later then. .

 

2)

Could I speak to Mr Benson n Client Support? 볺?
I'm sorry there's no answer. , .
Could you put me through to his assistant? , ` .
I cant do that either. .
Shes out as well, shes at a conference today. , .
Can you tell me what its about? , , .
Perhaps Phil Watson in Sales might be able to help you. , .
Ill try him then. ` .

 

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?

Its about our office insurance.

Ill 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 hed be in by four this afternoon.

2) Can anybody else help you?

Ill put you through.

It's ringing for you.

No, Im 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 Whos calling, please?
secretary Mr Mortons secretary.
RECEPTIONIST Hold on, pleaseIll 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. Ill see if hes in.
duff Thank you.
RECEPTIONIST Hello, Mr Duff. Im 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 shes in.
RECEPTIONIST Who shall I say is calling?
elliot Mrs Elliott.
RECEPTIONIST One moment, please. Ill see if shes in the office.
elliot Thank you.
RECEPTIONIST Sorry to keep you waiting. Her lines busy.
elliot Thats all right.
RECEPTIONIST Youre through now. Go ahead.
     
RECEPTIONIST Whos calling, please?
You Mr Mortons secretary.
RECEPTIONIST Hold on, please. Ill 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. Ill see if hes in.
you Thank you.
RECEPTIONIST Hello. Im 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 shes in.
RECEPTIONIST Who shall I say is calling?
You (your name)
RECEPTIONIST One moment, please. Ill see if shes in the office.
you Thank you.
RECEPTIONIST Sorry to keep you waiting. Her lines busy.
You Thats all right.
RECEPTIONIST Youre 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 Whos calling, please?
secretary Mr Mortons secretary.
You Hold on, pleaseIll 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. Ill see if hes in.
duff Thank you.
You Hello, Mr Duff. Im 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 shes in.
You Who shall I say is calling?
Elliot Mrs Elliott.
You One moment, please. Ill see if shes in the office.
Elliot Thank you.
You Sorry to keep you waiting. Her lines busy.
Elliot Thats all right.
You Youre 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 Its ringing for you now No, theres no reply. Can anybody else help you?
jameson No, its OK. What time do you think hell be in?
RECEPTIONIST He said hed be in by four this afternoon.
jameson Ill 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, Ill put you through. Its ringing for you. No. Im sorry theres no answer.
client Well, could you put me through to his assistant?
RECEPTIONIST I cant do that either. Shes out as well, shes at a conference today. Can you tell me what its about?
client Yes, its about our office insurance.
RECEPTIONIST I see. Perhaps Phil Watson in Sales might be able to help you out.
client Right, Ill try him then.
RECEPTIONIST Thank you. Im 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 Its ringing for you now No, theres no reply. Can anybody else help you?
You No, its OK. What time do you think hell be in?
RECEPTIONIST He said hed be in by four this afternoon.
You Ill 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, Ill put you through. Its ringing for you. No. Im sorry theres no answer.
You Well, could you put me through to his assistant?
RECEPTIONIST I cant do that either. Shes out as well, shes at a conference today. Can you tell me what its about?
You Yes, its about our office insurance.
RECEPTIONIST I see. Perhaps Phil Watson in Sales might be able to help you out.
You Right, Ill try him then.
RECEPTIONIST Thank you. Im 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 Its ringing for you now. No, theres no reply. Can anybody else help you?
jameson No, its OK. What time do you think hell be in?
You He said hed be in by four this afternoon.
jameson Ill 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, Ill put you through. Its ringing for you. No. Im sorry theres no answer.
client Well, could you put me through to his assistant?
You I cant do that either. Shes out at a conference today. Can you tell me what its about?
client Yes, its about our office insurance.
You I see. Perhaps Phil Watson in Sales might be able to help you out.
client Right, Ill 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. , .
Could you tell her the contract is ready and being sent directly to New York for comments? , , - .
Have you got that? ?
I'll read that back to you. (, ).
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)

Could you put me through to Walter Stein, please? , ' .
When would be the best time to call back? ?
You could try around 3.30 p.m. 3.30 .
I won't be able to. I'd better leave it till next week. . .
Just tell him I called and I'll call again. , () .

 

3)

Please leave your name and phone number and we'll call you back as soon as we can. , ' , , .
Please speak after the tone. , .
Could you ask her to ring me at home on 201 978 1124? , 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 secretarys 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.

Ill 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. ( ) .
I'll just check his diary. .
Could you tell me what it's about? , , () ?
I'm in charge of the exhibition organization. .
Would tomorrow afternoon at three-thirty be convenient? 3.30 ?
I'm afraid I can't manage three-thirty. , 3-30.
Four-thirty would suit me better. 4-30.
Let me just check. .
I'll move this one around to here. () .

2)

This is Mr Young's secretary speaking. () .
I'm calling to confirm Mr. Young's appointment with Mrs Thornton. , .
When was the appointment for? ?
The day after tomorrow at 10 o'clock. ϳ 10- .

 

3)

I'm phoning on behalf of Mr Johnson. .
Would it be possible to arrange a meeting with Mr Ambrose? ?
Which day would suit you? ?
This coming Thursday. .
It's fully booked. ³ () .
Couldn't it be sooner, sometime this week? , ?
This is the only time available. .
That'll have to do, I suppose. , .
Can you confirm that in writing? ?
I'll fax confirmation this afternoon. .

 

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. Id like to speak to Kelly Darwin, please.
RECEPTIONIST Oh, Im terribly sorry, but Kelly had to go out of town urgently. She said shed 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, Ill read that back to you. Martin Williams rang. The message is that the contract is being sent directly to New York.
You Thats fine. Thank you.
RECEPTIONIST Not to worry. Ill 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 Im afraid hes 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 wont be able to. Id better leave it till next week.
RECEPTIONIST Do you wish to leave a message?
You No, just tell him I called and Ill call again.
RECEPTIONIST Yes, certainly. What did you say your name was?
You
RECEPTIONIST Youre 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 well 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, Im 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. Ill just read that back to you. Martin Williams rang. The massage is that the contract is being sent directly to New York.
williams Thats fine. Thank you.
You Not to worry. Ill see she the message. Have a nice day!
camora Good afternoon. Could you put me through to Walter Stein, please?
You Im afraid hes 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 wont be able to. Id better leave it till next week.
You Do you wish to leave a message?
camora No. Just tell him I called and Ill call again next week.
You Yes, certainly. What did you say your name was?
camora Camora, Joe Camora.
You Fine, Mr Camora. Ill give him the message.
You This is Our office is closed at the moment. Please leave you name and phone number and well 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. Id like to make an appointment to see Mr Goodwin, please.
RECEPTIONIST Yes, of course. Ill just check his diary. Could you tell me what its about?
Buchan Its about the Paris Exhibition. Barry Buchan, speaking. Im in charge of the exhibition organization.
RECEPTIONIST Would tomorrow afternoon at three-thirty be convenient?
Buchan Im afraid I cant manage three-thirty. Four-thirty would suit me better.
RECEPTIONIST Let me just check. Ill move this one around to here. Yes, OK. Thats fine.
Buchan Thank you, goodbye.
RECEPTIONIST Westminster Consultants. Good morning.
secretary Good morning. This is Mr Youngs secretary speaking. Im calling to confirm Mr Youngs appointment with Mrs Thornton.
RECEPTIONIST When was the appointment for?
secretary The day after tomorrow at ten oclock.
RECEPTIONIST Yes, thats fine. Thursday, March 14th at ten oclock.
secretary Thank you, goodbye.
   
RECEPTIONIST Good morning. Westminster Consultants.
ASSISTANT Good morning. Im 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, Im sorry he isnt available. Its fully booked. Would Monday the 16th be convenient?
ASSISTANT Couldnt it be sooner, sometime this week?
RECEPTIONIST What about Friday the 13th at eleven-thirty? Its the only time available.
ASSISTANT Friday the thirteenth! Yes, thatll have to do, I suppose.
RECEPTIONIST Can you confirm that in writing?
ASSISTANT Yes, Ill fax confirmation this afternoon.
   
RECEPTIONIST Yes, of course. Ill just check his diary. Could you tell me what its about?
You Its about the Paris Exhibition. Im in charge of the exhibition organization.
RECEPTIONIST Would tomorrow afternoon at three-thirty be convenient?
You Im afraid I cant manage 3.30 Four-thirty would suit me better.
RECEPTIONIST Let me just check. Ill move this one around to here. Yes, OK. Thats fine.
RECEPTIONIST Westminster Consultants. Good morning.
You Im calling to confirm Mrs appointment with Mrs Thornton
RECEPTIONIST When was the appointment for?
You The day after tomorrow at ten oclock.
RECEPTIONIST Yes, thats fine. Thursday, March 14th at ten oclock.
   
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, Im sorry he isnt available. Its fully booked. Would Monday the 16th be convenient?
You Couldnt it be sooner, sometime this week?
RECEPTIONIST What about Friday the 13th at eleven-thirty? Its the only time available.
You Yes, thatll have to do, I suppose.
RECEPTIONIST Can you confirm that in writing?
You Yes, Ill 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. Id like to make an appointment to see Mr Goodwin, please.
You Ill just check his diary. Could you tell me what its about?
Buchan Its about the Paris Exhibition. Barry Buchan, speaking. Im in charge of the exhibition organization.
You Would tomorrow afternoon at three-thirty be convenient?
Buchan Im afraid I cant manage three-thirty. Four-thirty would suit me better.
You Let me just check. Ill move this one around to here. OK. Thats fine.
   
You (your company) Good morning.
Secretary Good morning. This is Mr Youngs secretary speaking. Im calling to confirm Mr Youngs appointment with Mrs Thornton.
You When was the appointment for?
Secretary The day after tomorrow at ten oclock.
You Yes, thats fine. Thursday, March 14th at ten oclock.
   
You (your company) Good morning.
Assistant Good morning. Im 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 Im sorry he isnt available. Would Monday the 16th be convenient?
Assistant Couldnt it be sooner, sometime this week?
You What about Friday the 13th at eleven-thirty? Its the only time available.
Assistant Friday the thirteenth! Yes, thatll have to do, I suppose.
You Can you confirm that in writing?

Module 2

Lesson 1

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