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In pairs, use the flowcharts to pratise telephone calls, incoming calls, taking and leaving messages.
1. Making phone calls
| Hello, can / could I speak to [Derek Ritter]?
(Hello, is it possible to speak to___?)
(Hello, could you put me through to ___?)
(Hello, could I have extension 123, please?)
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| Who’s calling, please?
| It’s [John Snow].
(My name is [John Snow].)
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| Just a moment, please, I’ll put you through.
(One moment, please.)
(Hold on, please.)
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| I’m sorry___
___there’s no answer.
Shall I try someone else?
(His / her extension is on voicemail. Would you like o leave a message?)
| You’re through now.
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| Hello.
| [Derek Ritter].
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| No, I’ll try again later.
| Hello, is that [Mr. Ritter]?
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| | Thank you for calling.
| Speaking.
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| Hello, [Mr. Ritter]. This is [John Snow] from [ABC Ltd].
(Hello, my name’s John Snow. I work for ABC Ltd.)
What can I do for you?
| 2. Incoming calls
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| Who’s calling, please?
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| [Peter Moinor], form [ABC].
Can I speak to [Magda Angelis], please?
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| Would you like to speak to someone else?
| I’m afraid she / he is [away from her / his desk at the moment].
| I’ll put you through.
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| Yes, OK – thanks.
| If you give me you number, I’ll get her / him to call you.
| Hello, [Mr. Moinor].
[Magda Angelis] here.
I’m sorry, I can’t talk now.
I’m [in a meeting / with a customer].
Can I call you back?
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| I’m putting you through to [Jen Elvin.]
| Thanks – it’s___.
And my name is___.
| Of course, can you call me at (about)___?
My number is___.
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| Thanks.
| I’ll get her / him to call you.
| Thanks, I’ll call you later.
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| When will he / she be back / free?
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| He / she won’t be back / free till___.
He / she will be away from his / her desk for___.
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| Thanks.
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| Thanks for calling.
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3. Phone messages
| Hello, can I speak to [Mr Gitto], please?
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| I’m afraid he isn’t here at the moment.
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| Can I take a message?
(Can I give him / her a message?)
| Can I give him a message?
(Could you give him a message?)
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| Yes, of course.
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| Could you say that [Elena Roche] phoned?
(Could you tell him that [Elena Roche] called?)
(That’s R-O-C-H-E.) Did you get that?
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| Yes, I did.
| No, I didn’t.
(I didn’t catch your name.)
(Could you say it again please?)
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| Could you ask him to call me back [before 5]?
(Could you tell him I’ll call again after lunch?)
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| Yes, of course. I’ll tell him.
(I’ll give him the message.)
| Thanks, goodbye.
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