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3. You give information unless you are sure of it.
4. You offer to take messages if your boss is unable to receive a call.
5. You to refuse to connect the line for the caller without any reasons.
6. I think that you avoid asking the caller about his or her personal life.
7. I don’t think you to tell the caller that your boss cannot receive a call because
he or she is still in the washroom.
8. You show any sign of impoliteness or unwillingness to help the caller.
9. During telephone conversations, you to listen to the caller attentively.
10. If you are not sure of some information the caller gives you, you ask the
caller to repeat it.
Activity 6 Listening and Speaking Practice
L isten and repeat these sentences. Notice how each word is pronounced and what
the intonation of the sentence is like.
1. Good morning.
2. Good afternoon.
3. May I ask who’s calling, please?
4. Could you spell your name, please?
5. I’ll put you through to his extension.
6. The line’s busy.
7. Will you hold or will you call back later?
8. The number’s ringing for you.
9. Who shall I say is calling?
10. He’s speaking on another line.
Activity 7 Listening Practice
L isten to the dialog and fill in the blanks with the words you hear on the recording.
R eceiver: Good afternoon. Mr. Kitti’s office. 1) ?
Caller: I’d like to speak to Mr. Kitti, please.
R eceiver: 2) ?
Caller: It’s a personal call.
R eceiver: He’s speaking 3) . Do you want to wait?
Caller: No, thanks. 4) .
