BUSINESS ENGLISH 5

LESSON D1Starting and Ending a Conversation

I. WARM-UPVocabulary

Match the phrasal verbs in column A with their definitions in column B.
1.
2.
3.
4.
5.

A						Bget through		a. to reach someone by phone
get back			b. to wait on the phone
put through		c. to connect one person to anotherhold on			d. hold the line
hang on			e. come back or return

II. DIALOGUE BOX
Ms. Sykes : Hello Good morning! May I speak to Mr. Smith please? I tried to call him yesterday			 but I couldn’t get through. What happened?
Secretary : Yesterday was a holiday madam. Could you hold on for a minute? I’ll put you			 through to Mr. Smith.
Ms. Sykes : Oh, yes I forgot that it was holiday yesterday. Thanks!
Secretary : Sorry madam, Mr. Smith is in a meeting right now. Would you like to leave a			message?
Ms. Sykes : Yes, please. Can you tell Mr. Smith to return my call? It’s 550-7025-8956. I’m calling			 from Mr. Roger’s office.
Secretary : Sure. I’ll tell him. He’ll get back to you as soon as possible.
Ms. Sykes : Thank you so much!

Comprehension Check
1.
2.
3.
4.
5.

Who was calling?
Why wasn’t the caller able to contact the office the other day?
What does the caller want from Mr. Smith?
How does the secretary start the phone conversation? End?
Do you think the secretary did the right thing?

BUSINESS ENGLISH 5

LESSON D1Starting and Ending a Conversation
III. LANGUAGE BOXVerbs followed by ‘to + infinitive’
Examples:1. I want to speak to the manager.
2. They would like to have the answer tomorrow.
3. We forgot to send you the new bill.
4. The management agreed to cancel the orders.
5. He could afford to buy luxurious cars.
6. The employees attempted to hold a demonstration.
7. The laborers demand to know the truth.
8. She decided to quit the job.
9. We hope to see some changes in the policy.
10. I failed to present the report on time.
IV. SAY IT! Make a role play with your teacher. You are the receptionist. Your teacher is callingfor a friend who is staying at the hotel you are working in. You take the call.
Guide questions:
1. How will you start the conversation?
2. What will you say if the person you asked for is not around?
3. How will you end the conversation?

BUSINESS ENGLISH 5

LESSON D2

Dealing with Telephone Problems

I. WARM-UPVocabulary

Guess the meaning of the underlined words.
1.
2.
3.
4.
5.
6.

The secretary put me straight through to the extension number without delay. She is very
efficient.
The receptionist was very rude. He refused to accept our credit cards without reason.
Direct lines are more convenient than extension numbers. It’s a waste of time listening to anautomated recording and then all you get is a busy tone.
The presentation only highlighted the major parts. The project manager forgot the small
details are just as important since they explain the major ideas further.
The line is choppy. I can’t understand a word you are saying!
I wasn’t able to get my manager’s instruction. The call was suddenly cut off. I’d better report
the problem.

II. DIALOGUE BOX
Maki
Nikki
Maki
Nikki
Maki
Nikki
Maki

:::::
:
:

On Spot Media.
It’s me Nikki, again.
Oh, I’m sorry about that Nikki. I think we got cut off. Who did you want to speak to?
Can you put me through Yamamoto on extension 5560?
Can I have your number again please?
Yes, It’s 5560.
Thanks. I’ll put you straight through.

Comprehension Check
1.
2.
3.
4.

Why does Nikki call again?
Who does Nikki want to speak with?
Does Yamamoto have a direct line?
What is Yamamoto’s extension number?

BUSINESS ENGLISH 5

LESSON D2

Dealing with Telephone Problems
III. LANGUAGE BOX			Can and Could
Can and could are both used to ask for permission or requests. But could sounds
more polite and formal than can.
Can I have your name, please?
Can I have your bank details, please?
Can you speak more slowly, please?
Can you put me through extension 1, please?

IV. SAY IT!

Could I have your name, please?
Could I have your bank details, please?
Could you speak more slowly, please?
Could you put me through extension 1, please?

How would you handle the following situations? What would you say if...
a. you didn’t understand what the caller was saying?
b. you didn’t get the complete name of the caller?
c. you dialed the wrong number?

BUSINESS ENGLISH 5

LESSON D3

Making Follow-up Calls

I. WARM-UP

Vocabulary

Match the words with their meanings.
1.
2.
3.
4.
5.

A					B
reservation
a. a price lesser than the original one.
follow up
b. a room for a single event
conference hallc. an action that serves to increase the effectiveness of a first action
avail				d. an arrangement
discount			
e. to make use of

II. DIALOGUE BOX
Mary :
Lisa :		
Mary :		
Lisa :		
Mary :				
Lisa :

Thank you for calling Dolphin Wonders, this is Mary how may I help you?
Hello, this is Lisa from Speakers International. I’d like to make a follow up on ourreservation for our company’s anniversary party.
Oh, yes! We’ve already reserved the banquet hall under your name. That will be on
Saturday at 7:00 to 11:00 p.m., right?
That’s great. But I have few questions. Do we get a meal discount if our group reaches 500
people? And can we avail a free tour in the park?
Well, we only give discounts to a group of 1,000 but you do get welcome drinks.
Regarding the tour, those who are interested may avail, and only a group of ten can avail
the free tour. If the group is less than ten, each member will have to pay $5.
I see. I’ll call back if there are enough people interested in the tour. Thank you very much.

Comprehension Check
1.
2.
3.
4.
5.

What event will be held at Dolphin Wonders?
What time does the event end?
How many are coming for the event?
What can the company avail if they reach 1,000?
How many could avail the free tour in the park?

BUSINESS ENGLISH 5

LESSON D3

Making Follow-up CallsIII. LANGUAGE BOX
Intensifiers are adverbs that enhance or reduce the effects of adjectives and adverbs.
In English, they come before the words they modify.
A.								Intensifiers that enhance the meaning of adjectives.
1. The contract is extremely important.
2. The scenery is very attractive.
3. The book is really interesting.
4. You’re absolutely right!

B.						Intensifiers that reduce the meaning of the adjectives and adverbs.
1. That is quite interesting.
2. That presentation was slightly interesting.
3. I know her fairly well.

IV. SAY IT! Make a role play with your teacher
You are a customer. Make a follow up call on your order. Your teacher will answer
your phone inquiries.
Guide Questions:
1. How would you start your phone conversation?
2. What question would you ask first? Second? Third?
3. How would you end your call?

LESSON D4

BUSINESS ENGLISH 5

Taking and Leaving Messages

I. WARM-UP

Vocabulary

Match the words and phrases with their meanings.
a. to make a phone call as soon as possibleb. the planned event is canceledc. having a feeling of pity or concern
d. to make a very important decisione. to repeat what someone has said
1. I’m afraid you’re wrong.
2. The company made a very crucial judgment.
3. I’ll relay your message when she comes to work.
4. Call me back as soon as possible.
5. The interview is called off.
II. DIALOGUE BOX
Eric 			
:Receptionist :Eric			 :Receptionist :Could I speak to Diane, please?
I’m afraid she’s in a meeting right now. Do you want to leave a message?
Yes, please. It’s really crucial she gets it.
Don’t worry. I’ll relay the message as soon as she finishes. Who shall I saycalled?
Eric			 : This is Eric McCartney from Head office. Please tell her the meeting on
Friday in Brussels has been called off and to call me back as soon as possible.
Receptionist : No problem. What is your contact number?
Eric			 : It’s 0049 835 30925.

Comprehension Check
1.
2.
3.
4.

Who does the caller want to talk with?
Why can’t the person being asked for answer the phone call?
When will the receptionist give the message?
What is the message?

BUSINESS ENGLISH 5

LESSON D4

Taking and Leaving Messages
III. LANGUAGE BOX‘Ask’ or ‘Tell’ in Questions
a. ask / tell + object + infinitive		1. Please ask him to send me a fax.		 2. Can you tell her to call me in the morning?
b. ask + object + if / when clauses		1. Can you ask her if she got my email?		 2. Could you ask him when he wants the report?

IV. SAY IT!

Make a phone conversation role play with your teacher using the following
information.
Message for : Rose Lahiri
Time : 11:25
Caller : Linda Chong
Company : International Motor group
Message : Called in to request a copy of the March bill
Telephone Number : 0086 9371 2860

LESSON D5

BUSINESS ENGLISH 5

Using a Mobile Phone

I. WARM-UP

Vocabulary

Match the words with their meanings.
A					B
1. hardly
a. a situation or a state of business2. terribly
b. to explain
3. elucidatec. almost not all
4. matterd. extremely
II. DIALOGUE BOX
Mr. Lim: Hello, good noon! May I please talk to Mrs. Suarez? This is Mr. Lim from XBZ			company.
Mrs. Suarez : Yes, speaking.
Mr. Lim: Oh, I’m sorry. Could you speak a little louder, please? I can hardly hear you,			Mrs. Suarez.
Mrs. Suarez : I’m terribly sorry, but I’m just getting on a plane. Would you mind calling me			 back this afternoon?
Mr. Lim: Okay. What time would you like me to call you this afternoon? I will be			 elucidating some important matters.
Mrs. Suarez : How about at 4 p.m.?
Mr. Lim: Okay, 4 o’clock is a good time. Good-bye.
Mrs. Suarez : Bye!

Comprehension Check
1.
2.
3.
4.

Where is Mrs. Suarez at the time of the call?
What does the caller want from her?
Was the call successful? Why or why not?
What time will Mrs. Suarez expect the second call from Mr. Lim?

BUSINESS ENGLISH 5

LESSON D5

Using a Mobile Phone
III. LANGUAGE BOX
Use the Present Continuous form of the verb to talk about actions that are happening at
the same time of speaking.
Examples:1. Who is calling you?
2. They are discussing the budget for next month.
Time expressions right now and at the moment are usually used with Present Continuoussentences.
Examples:1. She’s leaving the office right now.
2. What are they doing at the moment?

IV. SAY IT! You are at a doctor’s clinic. The doctor is doing a medical check up on you whensuddenly your wife/husband calls. What would you do? Would you answer thecall? If you did that, what would you say to the doctor? To the caller?