Before you Start

Spell the following words.

ü Swansea	ü Lloyd’s	ü Argyle Way
ü Heinrich	ü Townley Road	ü Asta Boutique
ü Gunter	ü Sulrey	ü Staffordshire
ü Waybridge

Spell your name and surname.

READING

Read these two calls. Then complete the notes.

	Notes Call 1 Company answering: ___________ Person wanted: _______________ Communication problem: _________	Call 2 Company answering: __________ Person wanted: _____________ Communication problem: ______
Call 1. A	Jones and Mark Inc. How can I help you?
B	Good afternoon, I’d like to speak to Jo Tomkins, please.
A	Hold the line, please… I’m sorry, there’s nobody of that name here. What number are you calling?
B	012 527 9345.
A	I’m sorry, you must have got the wrong number. This is 012 527 9344.
B	I’m sorry to have bothered you. Goodbye.
A	Goodbye.
Call 2. A	Frontier. Can I help you?
B	Good morning. Could I speak to Dolores Cayton, please?
A	I’m sorry, this is a bad line, I can’t hear you very well.
B	Could I speak to Dolores Cayton, please.
A	I’m sorry, I still don’t understand.
B	Dolores Cayton, please.
A	This is a very bad line, I can’t hear you.
B	Oh, yes, I’m on a mobile, it’s not always very clear. I need to speak to Dolores Cayton, please.
A	Ah, that’s better, could you spell that, please?
B	D-O-L-O-R-E-S-C-A-Y-T-O-N.
A	Could you speak up, please?
B	D-O-L… Hold on, I’m just going under tunnel!
A	I didn’t catch that, could you speak more slowly, please? …..
B	He hung up on me!

Look at the underlined phrases in the phone calls in Exercise 3 and guess their meaning. Check with your teacher or a dictionary.

5. Work in pairs. Read the phone calls in Exercise 3 aloud (Student A – you are a foreigner and aren’t very good at English, Student B – you are very upset). Take turns to be A and B.

H 6. Act out one of the calls in Exercise 3. Remember to change names and some details:

a) act out Call 1.

b) act out Call 2.

VOCABULARY

7. Do these pairs of sentences mean the same thing or something different? Write (S) same or (D) different.

1. Speak up, please / Speak more loudly, please. ()

2. Speak more slowly, please. / Please hold a moment. ()

3. I didn’t catch that. / I couldn’t hear that. ()

4. I can’t hear you I’m afraid. / I don’t understand what you mean. ()

5. Can you read that back to me? / Can you take a message? ()

6. Let me read that back to you. / Let me just check I’ve got that. ()

7. Would you mind repeating that? / Can you call me back? ()

8. Sorry, you’ve lost me. / I didn’t understand you, I’m afraid. ()

8. Complete sentences 1-10 with these pairs of verbs. Don’t forget to put the verbs into the correct form!

be + speak get + read hear + try mean + know say + catch speak + hear speak + repeat spell + be understand + mind need + write

1. I’m not sure if I __________. Would you ______________ repeating it?

2. Please _________ up. I can’t ____________ you very well.

3. Can you _____________ that again? I didn’t ____________ the last part.

4. Sorry, that __________ too fast for me. Can you __________more slowly?

5. Please ____________ your surname again so I can ____________ sure.

6. I’m sorry, I still don’t know what you __________. Is there anyone in your office who _______ Italian?

7. I think I’ve __________ it but let me just ________ it back to you.

8. Sorry, I don’t __________ English very well. Can you ___________ it?

9. Perhaps you ___________ to email me, in case I didn’t _________ it down correctly.

10.I can’t ________ you properly. You’d better __________ calling again.

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