Unit 5            Telephoning

Part A                           

Communicative Function   Taking Telephone Messages

Telephone calls usually come unexpectedly. When we answer a phone call for someone else, we often have to take down the message.

Now listen to four short telephone conversations and write down the messages in the blanks.

Message: Call back David Johnson this afternoon.

       Message: Call Bill Green at 415-389-1074 this evening.  It's important.

Message: Meet Judy outside the Art Museum at ten tomorrow morning.

       Message: Don't forget to go to Tom's party this evening.

Script

1.    --Hello. 103-6215.

       --Hello. Is Cindy there?

       --No, she is out. Do you want me to take a message?

       --Yes, please. Tell her to call back David this afternoon, David Johnson.

2.  –Hilton Hotel. Can I help you?

--Mr. John Thomas, Room 1230, please.

--I’ll put you through. Sorry. Mr. Thomas isn’t in at the moment. Can I take a message?

--Tell him to call Bill Green at 415-389-1074 this evening. It’s important.

3.    --Hello, can I speak to Mary?

       --No, I'm afraid she's out. Could I know who is calling?

       --Well, this is Judy, her old classmate. Can I leave a message?

       --Certainly.

       --Please ask her to meet Judy outside the Art Museum at ten tomorrow morning.

4.    -- Hello.

       -- Hi, Mrs King. This is Tom here. Is John in?

       -- Hello, Tom. I'm sorry John's out right now. Would you like to leave a message?

       -- Yes. Tell him not to forget to come to my party this evening.

       -- All right. I'll let him know as soon as he gets in.

Useful Expressions for Telephoning 

l  Is (Mary) in?

l  Hello, is (Mary) there?  

l  Hello, can I speak to (Mary)?      

l  Is that you, (Mary)?                          

l  Would you like to leave a message with me?

l  Would you like to leave a message?     

l  Sorry, (Mary) is not in. Can I take a message?                                

l  I’m afraid (Mary) is not available right now.

l  This is (David).

l  I'll put you through to (Mary).

l  Hold the line, please / Hold on.

l  You've got the wrong number.

l  Could you call back later?

l  It’s good to hear your voice again.  

l  Thank you for calling.

Notes

1.         Instead of saying “hello”, you can state your phone number when you lift the receiver to take a call. In business calls, it is customary to say the name of the company first.

2.         ‘I’ll put you through’ means “I’ll connect you”.

3.         For the number “0”, it is safer to say “zero” though it can also be spoken as the letter “o”.

Listening Strategy  Identifying Telephone Numbers

       To be able to recognize telephone numbers is a useful skill to learn. Failure to catch the correct numbers will cause lots of trouble.

Listen to three telephone conversations and write down the answers to the questions you hear.

   1.         6247-2255 .

   2.           5404-9982.

3.          612-930-9608.

Script

1.    W:   Front Desk. May I help you?

       M:   Could I have the number for the box office of Eastern Airlines, please?

       W:   Just a moment.

       M:   That's all right.

       W:   The number is 6247-2255.

       M:   Thank you very much.

       W:   You're welcome.

       Q:    What's the phone number that is requested?

2.    W:   6417-2817.

       M:   Hello. Can I speak to Susan?

W:   I'm sorry Susan is not in at the moment. Would you like to leave a message?

       M:   Well. Please ask her to call Mike at 5404-9982.

       W:   OK. I'll give her the message.

       M:   Thanks a lot.

       W:   Don't mention it.

       Q:    To what number will Susan call back?

3.  W:    Number please.

       M:   Oh, I’d like to make a collect call.

       W:   Where to?

       M:   San Francisco.

       W:   What number?

       M:   415-566-1268.

       W:   What’s your name?

       M:   Wang Xing.

       W:   And where are you calling from?

       M:   612-930-9608.

       W:   Hold the line, please.

       Q:    From what number is the man calling?

Part  B                           

Pre-listening Task

Questions for Discussion   

You are going to talk about making telephone calls. Read the following questions and discuss them with your partner.

1.         Do you make and receive a lot of phone calls? Who do you call most often? 

2.         Do you sometimes make calls in English? Do you find it easy or difficult to understand English on the phone? 

3.         Suppose you work as a receptionist/ secretary in a company. What should you say when you pick up the receiver to answer a phone call?

4.         If someone who is wanted on the phone is not available, what can you do?

5.         What would you say if you want the caller to leave a message?

6.         Do you often use a cell phone to talk to your friends? Why or why not?

Demo:

1. Do you make and receive a lot of phone calls? Who do you call most often?

       Yes, I often use telephone to communicate with my friends and my family. Sometimes I use the fixed phone at home, sometimes I use my own mobile phone. On campus, I use my mobile phone to call my parents and exchange short messages with my friends. Frankly speaking, I have to admit that I can not part with my mobile phone, for it is an important link to keep in touch with my friends and family. Now it's very common to see college students using their own mobile phones on campus. They say mobile phones provide them with more conveniences and chances to know the outside world.

4. If someone who is wanted on the phone is not available, what can you do?

When someone who is wanted on the phone is not available, I would ask the caller to leave a message for him or her. Or I would ask the caller to call again some time later. Or I would recommend the caller to try his or her mobile phone number.

Language Focus   

Here are some useful sentences and structures that you might find handy in discussing the above questions:

l  The telephone is a very useful tool/a must for all.

l  The telephone shortens the distance between people/brings people closer.

l  I make a lot of phone calls to my friends/relatives to arrange outings, parties, etc.

l  When I miss my parents/relatives/friends, I call them (so that I can hear their voices).

l  I often/sometimes/occasionally/seldom make/receive calls in English.

l  I find it quite difficult to understand English on the phone. 

l  Often I can't catch / fail to hear exactly / get confused with the name / phone number of the caller.

l  I hate people to call me after 10 p.m. unless it is an emergency.

l  A receptionist/secretary usually says the name of her company and asks the caller, “What can I do for you?” when she picks up the receiver to take a call.

l  “Can I take a message / Would you like to leave a message?” is said when someone who is wanted on the phone is not available.

l  I use my cell phone a lot to talk to my friends.  It is so convenient.

l  I carry my cell phone wherever I go so that I will never miss a call.  

Listening   Tasks

A Conversation                  A Business Call

Word Bank

 available         a.       reachable, free 可取得联系的,有暇的

 cellular          a.       无线通讯的 (简称cell)

reach            v.       to contact   联系

leave a message            留言

cell phone number           手机号码

ABC Imports             ABC进口公司

Star Electronics           星球电子公司

Alexander               亚历山大(男子名)

Script

A  Business  Call

A: Good afternoon. ABC Imports. May I help you?

B: Yes, may I speak to Mr. James Johnson, please?

A: I'm afraid Mr. Johnson isn't available right now. Would you like to leave a message?

B: This is Richard Alexander with Star Electronics. It's very important that he returns my call this afternoon.

A: Does he have your office number and your mobile phone number?

B: I think so, but let me give them to you again.

A: Okay.

B:  My office number is 714-555-2000; my cell phone number is 909-555-2308. He can reach me at my office number before 6 p.m. or anytime today on my mobile.

A: Very well, I'll give him your message as soon as he returns to the office.

Language and Culture Notes

1. Background information  Telephone English is a form of spoken English. As the two parties on the phone cannot rely on the help of gestures and facial expressions, politeness in wording is very important.

2. May I speak to ...?  It is relatively formal to say "May/could I speak to ..., please?" Other ways can be "Could I please speak to ...?" and "Could you put me through to ...?" A more casual way is "Is ... there/in?"

3. Mr. Johnson isn't available right now.  Mr. Johnson cannot answer your phone right now.  He may be in the company but is busy with something else, for example, in conference.

4. This is Richard Alexander...  a proper way to introduce oneself on the phone is to use "This is ...", but not "I am…" However, it is all right to say "My name is…"

Exercise 1:  Listening for general understanding 

Listen to the recording once and choose the right answers to the questions you hear.

1.    What can be learned from the telephone conversation you've just heard?

       a. Mr. Alexander is wanted on the phone but he is out.

       b. Mr. Johnson is wanted on the phone but he is out.

       c. Mr. Alexander works for ABC Imports.

       d. Mr. Johnson works for Star Electronics.

2.    Who might be the person that has answered the phone call?

       a. A receptionist.

       b. A friend of Mr. Johnson's.

       c. Mr. Johnson's boss.

       d. Richard.

Exercise 2:  Listening for details             

Listen to the recording once again and fill in the blanks with the missing information.

Speaking   Tasks

Pair Work

Listen to the conversations and repeat after the recording. Practise the conversations with your partner, playing the role of A or B. Then work with your partner to create your own conversations by replacing the underlined parts with your own words.

Conversation 1

A:    Good morning, Frank Qian's office.

B:    Good morning.1) Can I talk to Frank, please?

A:    2) Who's calling, please?

B:    Brian Tong from BS Toy Company.

A:  Well, Mr. Tong, 3) I'm afraid Mr. Qian's not in the office at the moment. Can I take a message or would you like to ring him on his mobile phone?

B:    I'll 4) try his mobile. Could you 5) give me the number, please?

A:    909-365-2781.

B:    6) Just let me check that, 909-365-2781.

A:    7) That's it.

B:    Thank you.

Conversation 2

A:  1) Hobson Motors. 2)  Can I help you？

B:    Good morning. 3) I'd like to speak to Mr. Paul Osman.

A:  4) I'm afraid Mr. Osman is at a meeting right now.5) Can I take a message?

B:  Yes, my name is Brian Gray of 6) “The Bike Shop”. I have something 7) urgent  to talk to him about.

A:    OK. But how can Mr. Osman reach you, Mr. Gray?

B  Oh, my phone number is 212-623-8823.

A:  212-623-8823. Thank you, Mr. Gray. 8) I’ll give your message to Mr. Osman as soon as possible.

B:    Thank you. Bye.

A:    Good-bye. 

Part C   Additional Listening

A Conversation         Good Luck Company    

Listen to the conversation and complete the table.

GOOD LUCK COMPANY

MEMO

Script

Good Luck Company

Secretary:  Good Luck Company.

Applicant:  I’m calling in connection with your post of computer sales representative. Your advertisement said that I should ring up first for an interview.

Secretary:  That’s right. What are your qualifications?

Applicant:  I have a degree in Computer Science.

Secretary:  Do you have any relevant work experience?

Applicant:  Yes, I have been a computer programmer in a trading company for three years.

Secretary:  Can I have your name, please?

Applicant:  Brian Tong

Secretary:  Okay, I’ve written down your information and I’ll pass this on to our personnel department for further consideration before we decide whether there will be an interview with you.

Applicant:  When would you let me know the result?

Secretary:   In about two weeks’ time, I think. How can I contact you, Mr Tong?

Applicant:   You can call me at my office at 3883-9673 during office hours.

Secretary:   3-8-8-3-9-6-7-3. Okay, I’ll let you know the result when I hear from the personnel department.

Applicant:  Thank you. Good-bye.

Secretary:   Good-bye.

Movie Time
Watch a video clip. After watching it, choose the right answer to each of the following questions.

Word Bank

Seattle      n.   西雅图（美国城市名）

Jonah       n.   乔纳（男孩名）

deck        n.  甲板

wretched     a. 邪恶的

tune in         把收音机或者电视机调到某一频率或频道

Marcia Fieldstone 人名

hibachis     n.  （日本）木炭火盆

Ginza          日本银座（东京一繁华街道）

relationship   n.  （恋爱）关系

Script:

- Go ahead.

- Hello, this is Jonah-

- No last names, Jonah. You sound younger than our usual callers. How old are you?

- I'm eight.

- Eight. How come you're up so late?

- It's not that late in Seattle.

- Of course. You're absolutely right. What's your Christmas wish, Jonah?

- It's not for me. It's for my dad. I think he needs a new wife.

- You don't like the one he has now?

- He doesn't have one now. That's the problem.

- Where's your mom?

- She died.

- I'm so sorry to hear that.

- Well, who can believe this?

- I've been pretty sad, but I think my dad's worse.

- Have you talked to your dad about this?

- No.

- Why not?

- It's like it makes him sadder.

- I can understand that.

- Jonah, is your dad home right now?

- Yeah.

- What's he doing? Is he busy?

- Not really. He's out on the deck.

- I'm sure that I can help, but I'm going to need you to help me, help him.

- Wretched woman!

- What you do is bring your dad to the phone.

- Hang up, Jonah! Don't listen to her.

- No way. He'd kill me.

- Trust me, Jonah. He won't be angry ... when he realizes how concerned you are about him.

- Wanna bet?

- If I get yelled at, I'm never going to listen to your show again.

- OK. Fair enough.

- Dad?

- Yeah?

- There's someone on the phone for you.

- His name's Sam.

- Sam.

- If you've just tuned in, this is Dr. Marcia Fieldstone. Tonight's topic is "Your Wishes and Dreams".

- I got it.

- We're on the line with someone from Seattle.

- Hello?

- Hello, Sam. This is Dr. Marcia Fieldstone on Network America.

- OK. What are you selling tonight? Micro hibachis or Ginza knives?

- I'm not selling anything. I just want to help. I want you to know that your son called ... and he asked me for advice on how you might find a new wife.

- Who is this?

- Dr. Marcia Fieldstone of Network America. You are on the air.

- You called a radio station?

- Sam? Sam? Sam, are you with me?

- Yeah. Yes.

- Your son feels that since your wife's death you've been very, very unhappy. And he’s genuinely worried about you.

- Oh, hey, get out here. Get out here. Come on. I'm not gonna go through this alone.

- I think it's very hard for him to talk to you about all this. I thought maybe you and I could talk. It would make Jonah feel a little better.

- Sam?

- Talk to her, Dad. She's a doctor.

- Of what? Her first name could be Doctor.

- Please?

- Sam?

- Sam, it's his Christmas wish.

- Okay.

- Okay, good.

- I know this is difficult. But how long ago did your wife die?

- About a year and a half ago.

- Have you had any relationships since?

- Nope.

- No? Why not?

- Marcia — Or should I call you Dr. Fieldstone?

- Dr. Marcia.

- Dr. Marcia.

- I don't mean to be rude.

- I don't want to invade your privacy.

- Oh, sure you do.

- Sure you do.

- Go on, Sam. I'm listening.

- Sam?

Exercise

1. What was the topic of the radio program?

a. Recovering from sadness.

b. Making wishes on Christmas.

c. Talking with family members

d. Meeting more friends on air.

2. Why did the boy make the call to the radio program?

a. He wanted to find his missing mother.

b. He was very much afraid of talking with his father.

c. He wanted to complain about his stepmother.

d. He made the call out of the concern for his father.

3. What can be inferred about the father from the video clip?

a. He missed his wife who had passed away.

b. He was fond of staying alone.

c. He was worried about his future life.

d. He was not good at communicating.

4. Why did the anchor woman want to talk with the man?

a. Because the boy asked her to do so.

b. Because she wanted to sell merchandise.

c. Because she wanted to make the boy happier.

d. Because she liked the man.

5. Which of the following statements is true?

a. The family had been in sadness for many years.

b. The father probably got very angry at his son.

c. The boy might feel regretful about making the call.

d. The father would possibly be moved by his son.

Time to Talk

Look at these pictures and describe them one by one.

Hints:

 1. Using a cell phone:

a cell (mobile) phone, handy and easy to use, convenient for communication, can use it wherever you are;

use a cell phone for different purposes — speak to friends, get information, send messages, etc.

  2. Good telephone manners:

the director of a big company, his customers like him, one of the reasons is that …;

answer the phone promptly (及时), speak clearly and politely, speak to the point

 3. Calling home:

workers in work clothes, the pay phone,

the clothes are stained with paints, talk about their life and work, call their families, when they can go home for the festival

Demos:

1.       A girl student is using a cell phone to talk to her parents. She finds the cell phone very handy and convenient for communication, because she can use it wherever she is. That’s true. Today mobile phone is very common in China. You can use it to speak to friends, to get information and send messages, etc.

2.       The man in the picture is the director of a big company. He uses telephone a lot in his office and his customers like him very much. Why? One of the reasons is that he has a good telephone manner. He answers the phone promptly, speaks clearly and politely to his customers.

3.       In this picture, we see some workers in work clothes making phone calls. They look happy when they are talking on the pay phone. The clothes they wear are stained with paints. Chances are that they are workers from the countryside. Probably it’s near the end of the year and they are telling their families when they can go home to spend the holiday with them together.

Part D

Test Your Listening            A Conversation

Listen to the conversation and choose the right answers to the questions you hear.

Script

M:          Hello. This is Simon speaking. Is that you, Judy?

W:          Oh, hello, Simon. Judy here.

M:          Judy, I’ve got your mail. But are you sure that you can’t come to the party?

W:          Yes, I’m sure.

M:          What a pity!

W:          I’m sorry too, but you know how it is.

M:          You’ve got work to do, have you?

W:          I’m afraid so. It’s to do with work.

M:          Well, you know the saying, ‘All work and no play makes Jack a dull boy.’

W:          Yes, I know, I know, but I’ve got to mark all the examination papers and it’s our school’s parents’ meeting on the same night as your party. I have to meet my students’ parents and talk to them about their kids. And—you know—all the teachers have to be there. So I’ve got to go, I’m afraid.

M:          Yes, yes. I see. It’s a late meeting, isn’t it?

W:          Well, it starts at seven-fifteen and usually goes on until about 10.

M:          Oh, well, if the meeting ends early, come along.

W:          I will. Thanks, Simon. Bye!

M:          Bye!

1.        Why is Simon calling Judy?

a.        He wants to know what Judy is busy with.

b.       He wants to make sure that Judy really can’t come to his party.

c.        He wants to know why Judy can’t come to the party.

d.       He wants to persuade Judy to come to his party.

2.        Why can’t Judy go to Sam’s party?

a.        She has some work to do at home.

b.       She has to write a paper.

c.        She has to go to a teachers’ meeting at school.

d.       She has to meet her students’ parents.

3.        How long will the meeting probably last?

a.        About 2 hours.

b.       Well over 2 hours.

c.        A little over 4 hours.

d.       Over 3 hours.

4.        What do you know about Judy from the conversation?

a.        She‘s a responsible teacher.

b.       She’s a strict teacher.

c.        She’s popular with her students.

d.       She enjoys teaching.

unit5.ppt

1Unit5_A1_D.mp3

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1Unit5_A1_T_4.mp3

1Unit5_A3_D.mp3

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