UNIT 2

AN IMPORTANT MESSAGE

Sections:
• Getting through
• Phone Appointments
• Expressing Requests
• Writing miscelleanous correspondence

Objectives:
• Acquiring specific vocabulary related to phone conversations
• Developing speaking skills
• Developing writing skills
• Theoretical and practical approach to means of expressing requests

Allotted time: 4 hours

Recommended Bibliography:

Ashley, A. Oxford Handbook of Commercial Correspondence. Oxford:

Oxford University Press, 2008.
0 JXUHDQX English for Business and Administration. Bucharest: Cavallioti
Tania & co. Publishing House & The British Council, 1998.
Naunton, Jon Head for Business. Intermediate Teacher’s Book. Oxford:
Oxford University Press, 2000.
Thomson, A. J. Practical English Grammar. Oxford: Oxford University Press,
and A. V. 1986.
Martinet. A

1. Getting through

I. Read the dialogues below and underline the phrases that often feature in
telephone conversations.

A. Operator: Good morning. Newton and Burns.

Caller: Can I have the marketing department, please?
Operator: I’m sorry. Which department did you say?
Caller: The marketing department.
Operator: Just a moment. I’ll put you through.
Receiver: Marketing department. Good morning.
Caller: Hello. I’d like to talk to Bill Johnson, please.
Receiver: Hold the line. I’ll get him for you.
Johnson: Bill Johnson here.
B. Ruth: Hello, you’ ve reached the personnel department. Ruth Turner speaking.
How can I help you?
Tom: Good morning. Could I speak to Jane Roberts, please?
Ruth: Certainly. Who shall I say is calling?
Tom: It’ s Tom Davies here.
Ruth: Just a second. I’ ll see if she is in. Hello, Jane, I’ ve got Tom Davies for you
on the phone… Ok. I’ ll put him through right away… Hang on a moment, I’ m just
putting you through.

C. Caller: Hello. May I speak to Robert Powell, please?

Secretary: Who’ s calling, please?
Caller: This is Fred Cameron. I’ m a friend of Robert’ s.
Secretary: Hold the line please. I’ ll put your call through. (after a moment) –
I’ m afraid he’ s in a meeting right now. Can I take a message?
Caller: Yes. Can you ask him to phone me back, please? My number is: 492
61449.
Secretary: Could you repeat that please?
Caller: Certainly. That’ s 492 61449.
Secretary: All right. I’ ll make sure Mr. Powell gets your message.

II. Are there any differences between a face to face conversation and a phone
conversation? What could make a phone conversation sound friendly and
helpful? Make a list of polite phrases, that you can use when asking to speak
with a business partner on the phone.

III. Match the sentences with the replies to form pairs of exchanges from
telephone calls, as in the example.
1. Mr. Franks? Just a moment… I’ m sorry, the line’ s busy. Will you hold?
(d) No, that’s OK. I’ll call back later.

2. International flights. Can I help you?

3. I’ m afraid I can’ t hear you. It’ s a really bad line.
4. I’ m sure he’ s there.
5. I’ d like to speak to Jeff Gomez, please.
6. I’ m inquiring about the times of trains to Birmingham this afternoon.
7. Jeff Daniels speaking.
8. May I speak to Judie Ray, please?

a. So am I, but sometimes he won’ t pick up the phone.

b. At last! I’ ve been trying to get through to you all day.
c. Who’ s calling?
d. No, that’ s OK. I’ ll call back later.
e. OK, I’ ll hang up and try again.
f. Please hold on, and I’ ll see if she is in.
g. One moment, please. When do you want to travel?
h. Yes. I want to book a flight to Tokyo.

IV. What would you say in the following circumstances?

a. You do not know how to spell the name of the caller.
Could you please spell your name?

b. You answer a phone, but you do not know who the caller wants to speak to.
c. You want to know your customer’ s telephone number.
d. You want to phone your partner in Birmingham and would like the latter to pay.
What do you tell the operator?
e. You want to speak with Mr. Higgins, the marketing department, extension 592.
f. You would like a morning newspaper with your breakfast. Ask for room service.
g. Your flight home is on Tuesday, but you would like to stay in L.A. until Friday.
Ask the travel agent.
h. You have no Canadian dollars, only U.S. dollars, and the banks are closed. Ask
the hotel receptionist.
i. You are the secretary of Mrs Johnson. Someone phones to talk to her, but she is in
a conference. What do you offer to do?

2. Phone appointments

I. Working in pairs, make a list of things that annoy people when they phone
companies.
Answer: while-you-wait advertisements, irritating music…

II. Read the dialogue below and identify the things that happen which annoy
the caller. Do these things match the ones listed by you?

Recording: Thank you for calling Zap Software. Your call is being held in a queue,
it will be answered as soon as possible. (pause) Thank you for call… (the
answering machine, being held in a queue)
Switchboard: Good morning, Zap Software.
Siobhan: Good morning, I’ d like to speak to Corinne Peters, please, in Design.
Switchboard: I’ m putting you through caller.
Man: Yeah?
Siobhan: Is that Design?
Man: Yep.
Siobhan: Er, could I speak to Corinne Peters please?
Man: I think she is in a meeting.
Siobhan: I see. Do you know when she’ ll be free?
Man: Not really, no.
Siobhan: Can I leave a message for her?
Man: I suppose so. Hold on a moment. No, no! That envelope there! The red one.
Er, OK, go on then…
Siobhan: Yes, could you tell her that Siobhan O’ Connor rang, please?
Man: Yeah… and it’ s got to go straight away by courier.
Siobhan: That’ s S-I-O-B-H-A-N. And I’ m staying at Bell’ s Hotel, room nineteen.
Man: Yeah.
Siobhan: And the number’ s 7948862.
Man: OK then, I’ ll make sure that she gets it.
(Tapescript, Head for Business, p.137)

III. Here is the message that the man took. Correct the errors.
Corinne,
Siobhan O’Connor rang.
She is staying at the Bell Hotel, room 90.
Tel. 7948682.

IV. Work in pairs.

Student A: You are the secretary of Doris Drabble. Doris is in a meeting and
cannot be interrupted. Someone phones to talk to her. Take a message by filling in
the form.

For:
From:
Tel:
Re:
Message:

Date/time of message:
Taken by:
Student B: You are Laurent Dupont from Paris. You would like to speak to Doris
Drabble in the UK. She is not available, so you leave a message:
– You are arriving at Birmingham International, Terminal 1, on 14 April at 9h25.
Your flight number is DE 629.
– You would like someone form the British company to wait for you at the airport.
– You want to make sure that a room is booked for you at the Hyatt Hotel.
– You would like to get the confirmation by email. Your address is:
[email protected]

V. Here is a dialogue about fixing an appointment over the phone. Fill in the
missing words and phrases, choosing from the list below. Two of the
expressions are not used.

Susan: Hello. Mr Brown’ s office Susan Hill speaking.

Jeff: Hello, can I speak to Andrew Brown, please?
Susan: … … … . he is in a meeting until lunch time. … … … . a message?
Jeff: I’ m Jeff Carter. I would like to fix … … … . to see him.
Susan: Could you … … … . a moment, Mr Carter. I’ ll get… … … . . So, when is
convenient for you?
Jeff: Some time next week, … … … . .
Susan: Unfortunately he goes on holiday … … … . .
Jeff: Well, I need to see him before he goes away. Can we arrange a meeting for this
Thursday?
Susan: … … … . . He is out of the office all morning on Thursday. But he is … … … .
in the afternoon, after about two.
Jeff: Two o’ clock is difficult, but … … … . after three.
Susan: So, … … … . 3.15 this Thursday in Mr Brown’ s office?
Jeff: Yes, that sounds perfect. Thanks very much.
Susan: … … … ., then. Bye.
a) the diary f) I’ m afraid k) office
b) can I take g) let me see l) hold on
c) shall we say? h) I can make it m) very well
d) if possible i) very busy n) next week
e) can I leave? j) free o) an appointment

VI. In pairs, sit back-to-back and role-play the following phone conversation.

Student A: You are John Wyatt from Steel & Co. Leeds. You are travelling to
Bucharest on business and want to meet Dan Petrescu, the manager of an
engineering company. Call to arrange a meeting for next week. Here is your diary
for the trip. Find a suitable time to meet.
Monday 16: 11.30 – arrival in Bucharest
afternoon – meeting with the Dean of the Faculty
of Economics
Tuesday 17: morning – visit Bucharest Trade Fair
2 p.m. – lunch with a potential customer
Wednesday 18: morning – 10 a.m.: give talk at the Faculty of
Economics
afternoon – free
Thursday 19: 9.30 a.m. – departure for Leeds

Student B: You are Dan Petrescu, manager of an engineering company in

Bucharest. John Wyatt, from a steel company in England, is coming to Romania
and would like to arrange an appointment with you for next week. Here is your
diary. Find a suitable time to meet.
Monday 16: morning – meeting with trade union members.
afternoon – view the application forms for Public
Relations Officer vacancy
Tuesday 17: morning – visit Bucharest Trade Fair
afternoon – free
Wednesday 18: morning – interview the applicants
3 p.m. – board meeting

3. LANGUAGE FOCUS
Expressing requests

A. Requests with can/could/may/might I/we

Can is the most informal, and could is the most generally used form.
e.g. Can I borrow your car, dad?
Could I speak to Ms James, please?

May and might are more formal than could, but they are used in both spoken and
written English.
e.g. May/Might I have a copy of this document?

Could/Might I/we requests can be preceded by do you think/I wonder(ed)/was

wondering if.
e.g. I was wondering if I could have a copy of that document?
Do you think I could speak to the manager?

B. Requests with could/will/would you

Could you has the same meaning as would you. They are both very useful request
forms.
e.g. Could/Would you please count your money?

Will is more authoritative and therefore less polite.

e.g. Will you please show me the way?

Will/Would can also be used for third person requests.

e.g. Would Mr Brown, passenger to Athens, please come to the Boarding Gate?

C. Other useful request forms

a. would you mind + gerund
e.g. Would you mind phoning his secretary?
b. perhaps you would
e.g. Perhaps you would inform me when your new range of products is launched.

c. would you like to…?

e.g. Would you like to wait here?

d. Would be good/kind enough…

e.g. Would you be good/kind enough to let me know when you have any vacancies?

EXERCISES

I. Here are the answers to some requests. Complete the requests, using one of
the forms presented above.
1. I was wondering if you could send the written confirmation of the booking.
No problem, I’ ll send it by fax.

2. … … … . as soon as possible.
Sure, I’ ll let you know by tomorrow afternoon at the latest.
3. … … … . . It’ s rather urgent.
Don’ t worry. I’ ll make sure he gets the message.
4. As soon as you have the information,… … … .
Of course. I’ ll get back to you later today.
5. … … … . to Mrs Green?
Hold the line, please. I’ ll see if she is in her office.
6. … … … . About flight times?
Right. I’ ll put you through to the travel department.
7. … … … the information soon?
Not before tomorrow, I’ m afraid.

II. Translate into English.

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în detaliu.
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$O VDWFLQHYDXQPHVDMSHURERWXOWHOHIRQLF"

4. WRITING
Miscellaneous Correspondence

4.1. Confirming an appointment

I. Appointments can be confirmed by either phone or email. Read the following

email and analyse the style of the message.

Dear Mr Gomez

Mr Luman has asked me to confirm the appointment you made to see him at our
Head Office, 25 City Road, London W1 at 11.30 a.m. on Tuesday 2 August.

He looks forward to meeting you.

Best wishes,
Pat Nash
PA to Production Director

(Adapted from Commercial Correspondence, p. 244)

II. You are Marta Ventura, assistant to Ramiro Gomez. Write an email to Ms
Nash, apologising that Mr Gomez will not be able to keep his appointment.

4.2. Congratulations on an appointment

I. Congratulations are best given directly, not by someone on your behalf.

Read the following email and underline the phrases that you find useful for
expressing wishes.

Dear Mr Corney
I would like to offer my congratulations on your election as Chairman of our Trade
Association.
No one has done more to deserve the honour, or has worked harder to promote our
interests. You can count on my full support, and that of my colleagues, during your
term of office.
I wish you every success for the future.

Yours sincerely,
Mike Benson
Chief Executive Officer

(Commercial Correspondence, p. 247)

II. Write an email to congratulate a close colleague for his promotion. Adapt
your style accordingly.

Abstract: This unit concentrates on presenting vocabulary items related to

telephone conversations. In order to build communication skills, the students are
introduced to various contexts in which they have to handle phone conversations.
The language focus is on expressing requests, followed by exercises meant to assess
the grammatical knowledge acquired. The unit concludes with Miscellaneous
Correspondence, which represents an essential part of a businessman’ s working
environment.