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GENERAL ENGLISH · PRACTICAL ENGLISH · PRE-INTERMEDIATE (A2-B1)

PHONE
CALLS
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1 Warm up

Read the sentences about phone calls. Match the meanings to the phrasal verbs in bold.

Group 1

1. I’m in a train station, and it’s very noisy. I can’t a. answer the phone
hear you very well. Can you speak up?
2. Oh no! We’re going through a tunnel, and you’re b. end the call
starting to break up! I only heard the first part of
what you said.
3. The phone’s ringing. If he’s not busy, he’ll pick it c. speak more loudly
up.
4. If you get a wrong number, just say you’re sorry d. your voice is on and off again
and hang up.

Group 2

1. Yes, Ms. Watkins is available. I’ll put you through a. connect someone on their personal line
to her.
2. I tried and tried to call the school, but I couldn’t get b. make contact with the person you are
through to anyone. I’ll send them an email instead. calling
3. You want to speak to my brother? OK, hang on a c. wait - informal
second. Jim?
4. Could I just ask you to hold on a moment while I d. wait - more formal
see if the manager is available?

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PHONE CALLS

Answer these questions:

1. Are there any times when you don’t pick up the phone when it rings?
2. Have you had problems getting through to someone on the phone recently?
3. Are there any reasons why you hang up the phone in the middle of a call?

2 Listening

Listen to these three phone calls and decide if the sentences are true or false.

Phone call 1

1. Josh and Tamara are having some problems.

2. Tamara doesn’t leave a message.

Phone call 2

1. Mr. Bunn is on vacation.

2. Mr. Abernathy wants Mr. Bunn to email him.

Phone call 3

1. Andy is going to arrive at 10:30.

2. Andy wants Laurence to text him.

Which call is the most formal? Why?

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PHONE CALLS

Listen again and write in the missing words.

Phone call 1

A: Hello? Josh’s phone.

B: Hi. Is Josh there?
A: Who’s this?
B: This is Tamara.
1
A: Hang a minute, I’ll get him. Josh? Josh? ... Sorry, he can’t come to the
phone.
2
B: Oh. He hung on me the last time we spoke — we had an argument. Can
you tell him that I called to say I’m sorry? Did you get that?
A: Yes. I’ll pass that on.
B: Thanks. Bye.
A: Bye.

Phone call 2

C: Hello, Gladstone Hotel. Trudy speaking. How can I help you?

D: Hello. Could I speak to Mr. Bunn, please?
C: Who’s calling, please?
D: It’s Mr. Abernathy, from May Flowers.
1 2
C: Please hold a moment. I’ll put you . ... I’m afraid Mr. Bunn is not
available. He’s in a meeting until 3 o’clock.
3
D: Sorry, can you speak , please? I can’t hear you very well.
C: Yes, Mr. Bunn is in a meeting until 3 o’clock.
D: I see. I’d like to leave a message, please.
C: All right.
D: I need to check the order numbers from the flowers he asked for. I have 2-4-5-6-9-
2, and I want to know if that’s correct. Could he email me to confirm? Would you
like me to say that again?
C: Yes, please, just the order number.
D: It’s 2-4-5-6-9-2.
C: Thank you. I’ll make sure he gets the message.
D: Thanks, goodbye.
C: Goodbye.

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PHONE CALLS

Phone call 3

1
Hi Laurence! It’s Andy here. You’re not picking , so I guess you’re driving to work
2
now. Since I can’t get to you, I’ll leave a message. I’m calling to tell you that I’ll be late
for our meeting. Sorry. I think I should be there at ten thirty. I’m on the train, and it’s delayed...again.
Hang on a minute. They’re making an announcement.... OK, now it looks like I’ll be there at eleven.
Did you get that? Can you text me to confirm? We’re going through a tunnel, so I’m probably breaking
3
. Anyway, see you later....

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PHONE CALLS

3 Language point

Phone calls follow certain routines. This makes it easier to understand what’s happening and complete
the call successfully. It’s important to use the correct style when you’re speaking on the phone. The
style you use depends on the situation and the relationship you have with the other person.

Look at phone calls 1 and 2 and complete the table with the missing phrases.

personal/informal business/formal

answer the phone Hello. / Hi. Hello, Gladstone Hotel. How

can I help you?

ask for someone Could I speak to Mr. Bunn,

1
please?

identify yourself This is Tamara. / Trudy ←

2
. It’s Mr.
Abernathy.

ask for caller’s name Who’s this?

3

ask someone to wait Hang on a minute. Please hold on a moment.

say you will try to make the I’ll put you through.
4
connection

say someone is not available I’m afraid Mr. Bunn is not

5
He isn’t
available.
here.

offer to take a message Can I take a message for you? ←

leave a message Can you tell him that I called?

6

ask for confirmation Could/Can you/he email/text ←

me/call me back to confirm?

say that you will give the I’ll make sure he gets the
7
person the message message.

ask for repetition Sorry, could you speak up? ←

Sorry, could you say that
again, please?

checking the other person has Would you like me to say that
8
understood again?

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4 Practice

Read the two phone calls and add ten missing words in the correct places, as in the example: Would
you me to say that again? Would you like me to say that again?

Phone call 1

Josh: Hello, Tamara?

Tamara: Hello.
Josh: is Josh.
Tamara: I know. Hang a minute. I want to go to another room. ... Ok. I called and left a
to say I’m sorry.
Josh: My housemate passed it on to me. I’m sorry too.
Tamara: It was really my fault.
Josh: Can you up? I didn’t hear that.
Tamara: I said it was really my fault.
Josh: Don’t worry about it. Listen, can you me back in ten minutes? There’s someone
at the door.
Tamara: Sure. Bye.
Josh: Bye.

Phone call 2

Receptionist: Hello, May Flowers. How I help you?

Mr. Bunn: Hello. Could I speak Mr. Abernathy, please?
Receptionist: Who’s calling, please?
Mr. Bunn: Mr. Bunn, from the Gladstone Hotel.
Receptionist: I’ll put through.
Mr. Abernathy: Hello? Tim Abernathy .
Mr. Bunn: Hello, this is Mr. Bunn from the Gladstone Hotel. I’m returning your call. I’m
afraid there’s a problem with your order.
Mr. Abernathy: Oh no. What sort of problem? ...

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PHONE CALLS

5 Speaking
Work in A/B pairs. Look through the plans for two phone calls and roleplay the conversations, using
language from the lesson.

(1) An informal call to a home or business

Student A Student B

1 Answer the call 2 Identify yourself and ask for someone

3 Ask the caller to wait; try to make the 4 Ask to leave a message
connection and say that the person is not
available

5 Ask the caller to wait while you find a pen; 6 Leave the message
return to the call

7 Ask for repetition of one part of the message 8 Repeat the information

9 Say that you will give the person the message 10 Thank the other person; close the call

11 Close the call

(2) A formal call to a business

Student B Student A

1 Answer the call 2 Identify yourself and ask for someone

3 Ask the caller to wait; check if the person is 4 Say you want to leave a message; identify
available; report that the person is not available yourself and your business; give your message
until a certain time and ask for confirmation

5 Ask for repetition of the message 6 Repeat the message; check the other person
has understood

7 Repeat the information to confirm 8 Say the information is correct

9 Say that you will give the person the message 10 Thank the other person; close the call

11 Close the call

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PHONE CALLS

Use the first table to plan a voicemail message. Then deliver the message to your partner. Your
partner will make notes about what you said in the second table.

(3) Voicemail message

My voicemail message

The name of the person you are calling

Your name

Why you’re calling - main reason

Details

Ask for confirmation

Close the call

(3) Voicemail message

My partner’s voicemail message

The name of the person he/she is

calling

His/her name

Why he/she is calling - main reason

Details

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PHONE CALLS

6 Extra practice/homework

Read the phone call and write the missing sentences in the gaps.

Andy: Hello?
1
Ellen: Hello, Tiger Books. .
Andy: Hi, Ellen. Is Laurence there? He’s not picking up on his cell phone.
Ellen:
2
. ... Sorry, he’s not here yet.
3
?
Andy: Yes, please. Can you tell him that I’m going to be late for our meeting? There’s a
problem with the trains. I’ll be there at eleven.
Ellen:
4
? You’re breaking up.
Andy: Yes, there’s a problem with the trains, and I won’t be able to get to our meeting until
5
eleven. ?
6
Ellen: No, that’s fine. .
Andy:
7
?
Ellen: I’ll ask him to text you as soon as he gets in.
Andy:
8

Ellen: Bye.

7 Optional extension

There are often special problems when you use a cell phone. Match the problems to the reasons/causes.

1. Your battery is dead. a. You are out of credit.

2. Your phone works, but you can’t make any calls. b. You are underground.

3. Nothing works. c. You dropped your phone.

4. The phone is blocked. d. You entered the wrong PIN code three
times.
5. You get a message from your provider, and you e. You forgot to charge your phone.
can’t get onto the Internet.
6. The call keeps breaking up. f. You pocket-dialed them.

7. The screen is cracked. g. Your phone is broken, or it got wet.

8. You called someone by mistake. h. You’ve run out of data.

Which of these problems have you had recently? What did you do?

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