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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 | ||
| 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. |
| 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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