Τηλεφωνική επικοινωνία
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Συγγραφή - Επιμέλεια: Μανώλης Μαρκίδης
Σύμβουλος ανάπτυξης εκπαιδευτικού υλικού:
Βασίλειος Ραφτόπουλος
ΓΙΑ ΤΟ ΕΡΓΟ
«Συνδικαλιστική κατάρτιση και ενίσχυση κοινωνικών δεξιοτήτων εργαζομένων ιδιωτικού τομέα που εκπροσωπούνται
από την ΓΣΕΕ στις 2 Περιφέρειες Σταδιακής Εισόδου, στις 3 Περιφέρειες Σταδιακής Εξόδου και στις 8 Περιφέρειες
Σύγκλισης»
Οριζόντιες ξενόγλωσσες ικανότητες εστιασμένες στο
χώρο εργασίας: Αγγλική Γλώσσα
ENOTHTA 7
«Τηλεφωνική επικοινωνία»
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Περιεχόμενα Ενότητα 7: Τηλεφωνική επικοινωνία ........................................................................................... 3
Σκοπός ................................................................................................................................. 3
Προσδοκώμενα Αποτελέσματα .................................................................................................... 3
Λέξεις – Κλειδιά ............................................................................................................................ 3
Υποενότητα 7.1: Talking on the phone ..................................................................................... 4
Υποενότητα 7.2: Language of telephoning ............................................................................... 5
Υποενότητα 7.4: Getting information / taking messages ....................................................... 10
Υποενότητα 7.5: Arranging meetings – solving problems ...................................................... 12
Σύνοψη ............................................................................................................................... 15
Γλωσσάρι ............................................................................................................................... 15
Ακουστικά κείμενα ...................................................................................................................... 17
Λύσεις των ασκήσεων ................................................................................................................. 21
Πηγές για περαιτέρω μελέτη ...................................................................................................... 24
Βιβλιογραφία .............................................................................................................................. 24
Βιογραφικό σημείωμα συγγραφέα ............................................................................................ 24
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Ενότητα 7 : Τηλεφωνική επικοινωνία
Σκοπός Η τηλεφωνική επικοινωνία σε μια ξένη γλώσσα εμπεριέχει μερικές ιδιαίτερες
δυσκολίες πέρα από γενική δυνατότητα χρήσης της γλώσσας. Η απουσία οπτικής
επαφής, η κακή, ενδεχομένως, ποιότητα του σήματος και άλλες ηχητικές παρεμβολές,
μπορούν να καταστήσουν δύσκολη την επικοινωνία. Η εξοικείωση με την τυπική
γλώσσα και δομή των τηλεφωνικών συνδιαλέξεων κάνει την επικοινωνία
μας πιο εύκολη.
Στην ενότητα αυτή θα εξετάσουμε το βασικό λεξιλόγιο / φρασεολογία και δομή
φιλικών και πιο τυπικών τηλεφωνικών συνομιλιών για προσωπικούς και
επαγγελματικούς σκοπούς. Θα εξετάσουμε, επίσης, διάφορες τεχνικές που
αναπτύσσουν την δεξιότητα ακουστικής κατανόησης στην τηλεφωνική
επικοινωνία. Τέλος, θα αναφερθούμε σε μερικές χαρακτηριστικές τηλεφωνικές
συνομιλίες που έχουν στόχο την ανταλλαγή πληροφοριών, την διευθέτηση ή αλλαγή
προγραμμάτων, την επίλυση προβλημάτων καθώς και το πώς αφήνουμε ένα μήνυμα
στον τηλεφωνητή.
Προσδοκώμενα Αποτελέσματα Να αναπτύξετε την δεξιότητα επικοινωνίας στα Αγγλικά.
Να αναπτύξετε τη δεξιότητα της ακουστικής κατανόησης.
Να αναπτύξετε την ικανότητα αποτελεσματικής επικοινωνίας με άτομα στη
προσωπική και επαγγελματική σας ζωή.
Να αντιληφθείτε πολιτισμικές διαφορές μεταξύ των λαών.
Να αναπτύξετε την ενσυναίσθησή σας ως προς την συναισθηματική κατάσταση
του συνομιλητή σας.
Λέξεις – Κλειδιά
Μιλώντας στο τηλέφωνο – Talking on the phone
Η γλώσσα της τηλεφωνίας – The language of telephoning
Κατευθύνοντας μια τηλεφωνική συνομιλία – Guiding a phone call
Παίρνω πληροφορίες / μηνύματα – Getting information / taking messages
Διευθετώ συναντήσεις / λύνω προβλήματα – Arranging meetings / solving problems
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Υποενότητα 7.1: Talking on the phone
1. Σκεφτείτε: Have you ever made a phone call in English? Who did you speak to? Did
you have any problems?
Look at what a student of English says on the phone. What problems is he having?
1. ‘ Repeat!’
2. ‘ More slowly!’
3. ‘ Again, please!’
4. ‘ Speak up!’
5. ‘ Please spell!’
2. Χρήσιμες φράσεις: Make what he says more polite and friendly. Put the words in
the right order to make useful telephoning language expressions.
a. say you that again please , could ?
b. I’m you I quite hear , can’t sorry .
c. please up could , bit speak you a ?
d. that do spell how you ?
e. I’m quite catch , didn’t I sorry that .
f. bit , speak slowly you could please a more ?
3. Λεξιλόγιο: Match the telephoning verbs with the nouns.
a. pick
b. answer
c. make
a message
a number
the phone down
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d. ring
e. put
f. leave
g. dial
h. hold
someone up
the phone up
the line
the phone
a call
4. Ακούστε και απαντήστε: Listen and decide what to do (you can sometimes do
more than one thing).
put the phone
down/hang up
answer the phone
try again later
hold on / hold the line
dial an extension
number
dial a single number
redial with a new
number
leave a message
check you have the
right number
Υποενότητα 7.2: Language of telephoning 1.Σκεφτείτε: Use the verbs in the box to complete the phrasal verbs in these telephone
situations.
put cut hold get call ring pick speak look hang
a. She’s not in her office but if you’d like to _______ on a minute I’ll find her.
b. His line’s free now, caller. I’m just _______ you through.
c. I can hardly hear you, Melanie. Can you _______ up?
d. Hello, Janet, hello – the line has gone dead. I think we’ve been ______ off.
e. Oh, no, the number’s still engaged. I’ve been trying to _______ through all
day.
f. There is no news yet, but I promise I’ll _______ you up as soon as I know.
g. If you don’t know the number why don’t you _______ it up in the phone book.
h. Sorry dad, but my taxi is waiting outside. I’ve got to _______ up.
i. Could you tell her I’ll ________ back later.
j. If the phone rings, please don’t _______ it up. I’m expecting a fax.
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2. Σκεφτείτε: a. Complete the missing words and phrases in these telephone
conversations. b. Mark the sentences C for the caller and A for the person answering.
formal Informal
1. Could I _____ to the manager, please? 9._____ I speak to John, please?/ Is
John _____, please?
2. _____I _____ who’s calling? 10. Who’s _____?/ Who _____ it?
3. Hold _____ a moment, please.
I’ll just _____ if he’s in his office.
11. Hang _____ a second,
12. I’ll just _____ her.
4. _____ I take a massage?/
5._____ to _____ a message?
6._____ you _____ her I called?
13. Can I _____ her a ______?
14. Just _____ her I ______.
7. I’ll ring/phone _____ later. (formal
and informal)
8. Goodbye. 15. _______.
3. Σκεφτείτε: Decide what you would do or say in the following telephone situations.
Use the phrasal verbs above.
a. You are talking on the phone when suddenly the line goes dead.
b. Someone asks you to take a message but you can’t find a pen.
c. You get a call for a colleague but she is out. Suggest the caller tries again in an hour.
d. You want to transfer a call. Explain to the caller that you are going to try and connect
them to another department.
e. You are trying to organize a theatre visit for a group of friends. Explain that you have
been trying to phone the theatre all day without success. The phone is always busy.
f. A friend has rung to ask for the number of a hotel you stayed in. Αsk them to wait while
you find the number.
g. You are about to go out to the cinema when the telephone rings. Tell your friend not to
answer it. The caller can leave a message on the answering machine.
4. Ακούστε και απαντήστε: a. Put the conversation in the correct order. b. Listen
and check.
_1_ Karen Mr Blakemore’s office, Karen speaking.
___ Rona Certainly, thank you very much …
___ Rona Yes, my name’s Rona Cash, I’m a reporter from Essex Messenger.
___ Rona Well, it’s regarding the new shopping centre. I was wondering if he could
discuss some questions about the plans.
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___ Karen Well, I’m not quite sure, but if you’d like to give me your details I’ll make sure
he calls you back.
___ Rona Good morning, could I speak to Mr. lakemore, please?
___ Karen … Hello, Miss Cash. I’m afraid he’s going to be busy all morning.
___ Karen If you’d like to hold the line for a moment I’ll see if he’s available …
___ Karen I see, and can I ask what it’s in connection with?
___ Rona OK, when would be a good time for me to call again?
___ Karen May I ask who’s calling?
5. Ακούστε και απαντήστε: Listen to another conversation and complete the
sentences.
a. Who’s _________?
b. _________ Paul Walsh.
c. So, what ________ ?
d. Is she _________ ?
e. ___________ a minute.
f. I’ll see if __________ .
g. She’s ___________ with a client.
h. ____________ a message?
i. ____________ the cover design.
j. I’ll get ___________ she’s free.
k. Right, ____________ .
Υποενότητα 7.3: Guiding a phone call
1.Σκεφτείτε: Look at these phrases. Which are said by a person and which by a
machine?
1. If you know the extension number you require, please dial it now.
2. If you need assistance from the operator, please hold.
3. For credit card bookings, please press one.
4. Can you hold, please.
5. I’m putting you though now.
6. Hello, you’re through to Credit Card Bookings, can I help you?
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2.Χρήσιμες φράσεις: Standard expressions and responses used to guide the
stages of an informal phone call.
a. Answer the phone
Gareth Hello.
b. Say hello
Tom Hi, Gareth. It’s Tom.
Gareth Hello, Tom.
Tom How are you doing?
Gareth Oh, not so bad. And you?
Tom Yeah, not too bad …
c. Discuss arrangements
Tom …Listen, are you watching the game tonight?
Gareth Sorry?
Tom Are you going to watch the football tonight?
Gareth Um, yeah, I think so.
Tom At home?
Gareth No, I’ll probably go and watch it in the pub, with Mike probably.
Tom Oh, great. So do you know where you’re gonna go?
Gareth I’m not sure. Um. Mike’s ringing me later. But we’ll probably go
into town.
Tom Right.
Gareth Yeah, Mike’s finishing work at five and he’s gonna give me a call.
So, I’ll give you a call later, shall I?
Tom Sorry?
Gareth I’ll call you back later, shall I?
Tom Well, I’m not at home – I’m just about to go home now.
Gareth Right, well, I’ll give you a call there then, probably around six.
Tom OK.
d. Finish arrangements
Gareth All right then.
Tom Fine.
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e. General chat
Gareth Is Laura coming out?
Tom Um, I expect so, yes.
Gareth So things are going well with you and her then, are they?
Tom Um, I guess so.
f. End the phone call
Gareth Good. Er, anyway, I’ll give you a call later, yeah?
Tom Excellent
g.Say goodbye
Gareth All right then, see you later.
Tom See you. Bye.
Gareth Bye.
3. Σκεφτείτε: Use the standard expressions and responses to complete the
table.
stages expressions Responses
Who’s that? Hello. Hi, it’s _________.
What did you say?
Let’s finish talking about
that.
I’m ready to end the call.
Say goodbye.
4. Ακούστε και απαντήστε: Listen to another call Tom makes. Complete the gaps.
Nick’s mother Double five three six oh.
Tom Hi, __can I speak to__ Nick, please?
Nick’s mother Yes, _________________?
Tom _________________ Tom.
Nick’s mother Oh, ____________ Tom. How ____________ ?
Tom I’m very well thank you. How are you?
Nick’s mother Fine thanks. Enjoying yourself?
Tom Having a great time, yup …. Thanks.
Nick’s mother Excellent. OK I’ll just _____________ him. _______ on.
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Tom ______________ very much.
Nick ______________.
Tom Hi Nick.
Βιωματική δραστηριότητα: Ας υποθέσουμε ότι παίρνετε τηλέφωνο στο σπίτι του
Julian, ενός άγγλου φίλου. Χρησιμοποιήστε το πλάνο για να συντάξτε τον διάλογο. Στη
συνέχεια κάντε το διάλογο.
answerer caller
hello?
who?
hang / second
gone out
leave / message?
OK
bye
speak / Julian?
Name
OK
ring back
I / called
thank / bye
Υποενότητα 7.4: Getting information / taking messages
1.Ακούστε και απαντήστε: Listen to two telephone calls Peter Blake gets about a
training course. Write the number of the call next to the information below. Write x if
the information isn’t in either call.
Caller
reason result
Jake Roberts__
Jane Dawson__
Julie Simpson__
Cancel training __
Discuss a problem__
Give help__
Call back in ten minutes__
No action – talk next week__
Send email with information_
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2.Ακούστε και απαντήστε: Listen again and tick the sentences you hear.
a. Answering a phone call
Good morning. How can I help you?
Who’s calling, please?
Connecting you now.
I’ll put you through.
b. Introducing yourself
My name’s … (name)
It’s … (name)
c. Giving a reason for the call
Could I speak to … (name)
I’m just calling to … (reason)
Could you … (reason)
d. Finish the call
Thanks for calling.
Talk to you next week. Bye.
3. Σκεφτείτε: Which call do you prefer – call 1 or 2? Why?
4. Σκεφτείτε: Look at these abbreviations. Do you know what they stand for?
PA EU CNN CIA JIT VP VIP HR WTO PR
5. Σκεφτείτε: Two of the most difficult types of information we often have to
communicate over the phone are numbers and names (especially if they are unfamiliar
or foreign). When we have difficulty with these we usually ask the other person to
repeat or clarify. We use questions like:
Could you repeat that? Could you spell that? Did you say 17 or 70?
Is that with capital ‘a’ or lower case? Did you say ‘b’ or ‘p’?
6. Μιλήστε με το διπλανό σας: a. Ask the persons next to you for their office
addresses and write them down. Ask them to repeat or clarify if you are not sure. b.
Now ask them for their email addresses.
7. Σκεφτείτε: We usually say phone numbers individually. People in the UK say ‘oh’
and people in the USA say ‘zero’. Both say ‘double’ when two numbers are the same. We
usually say the international/country code first, followed by the area/city code
and then the phone number. Ex. 0044 01904 6775688.
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8. Μιλήστε με το διπλανό σας: a. Listen to how we say these phone numbers.
678586 784367 488598 598889 584989
b. Repeat the numbers to the person next to you.
c. Ask the persons next to you for their office, home and mobile numbers.
9. Σκεφτείτε: a. Choose four of these sentences (a-h) to complete the phone
conversation below.
a. I’m afraid he’s not in the office
today.
b. Could you ask him to call me back?
c. He’s not at his desk at the moment.
d. Could you spell that, please?
e. Can I take a message?
f. Could I have your name and phone
number?
g. I’ll make sure he gets the message.
h. I’ll call back later.
Assistant Caller
Hello.
I’m afraid he’s in a meeting.
1.____________ ?
Of course. 3.______________ ?
Did you say ‘F’?
OK, so that’s F-i-a-l-a.
787545
Double 7-545. OK, Mr Fiala,
4.____________ .
Could I speak to Mr Garcia?
2.__________________?
Yes, my name’s Fiala. That’s F-i-a-l-a.
Yes, ‘F’. Fiala.
Yes, that’s right. And the number is
7877545.
No, 7877545.
Thank you. Goodbye.
b. Now listen and check.
Υποενότητα 7.5: Arranging meetings – solving problems 1. Ακούστε και απαντήστε: a. Listen to three people arranging three meetings with
Jim, an operations controller. Match the people with the correct day and time.
Person Meeting day Meeting time
1. Philippe
2. Frank
3. Petra
Monday
Tuesday
Wednesday
Thursday
Friday
10.00
11.00
12.00
13.00
14.00
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b. Listen again and tick the sentences you hear.
Is it possible to have a meeting?
Is Friday morning convenient?
See you next week.
I’m sorry. I can’t.
When are you free?
Sorry. I can’t make Friday morning.
I’m calling to fix a meeting.
See you on Tuesday at 10.
2. Άσκηση: a. Complete the three conversations with words and phrases from each
group below.
Explain problem Ask for help Offer
help
Checking
I didn’t get …
I can’t remember …
I’m having a
problem …
Could you contact
Could you get
someone
Could you send
I’ll do
I’ll call
I’ll ask
Do you want me to call back
after I speak to him?
Call me back in 30 minutes
if you still haven’t got it.
Call1
Maria Hi, Annie. It’s Maria. I’m sorry but (1)_______________with my computer.
Annie What sort of problem?
Maria It keeps crashing for no reason. (2) ______________ to check it?
Annie Don’t worry. (3)_______________ an engineer to check. (4) ___________
Maria Wonderful. Thank you.
Call2
Julie Hello. Annie. It’s Julie from Excom. I’m sorry but (5) _____________the
minutes.
Annie Really? I sent them last week in an attachment.
Julie well, I don’t think they arrived. (6) ______________ them again?
Annie Sure. I’m really sorry about that. (7) ______________ them again.
Julie That’s great.
Call3
Peter Hi, Annie. It’s Peter. (9) _______________the time of our meeting next
week?
Annie Tuesday at 10 o’clock.
Peter That’s fine. (10)______________ Jan? I forgot to tell him about it.
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Annie Of course. (11) ______________ him straightaway. (12) _____________?
Peter No, only call back if you don’t reach him.
b. Now listen and check your answers.
Βιωματική δραστηριότητα: Ας υποθέσουμε ότι τηλεφωνείτε σε ένα ξένο συνάδελφο
για να διευθετήσετε μια συνάντηση. Χρησιμοποιώντας τις σημειώσεις από το
ημερολόγιο σας και το διάγραμμα της συνομιλίας συντάξτε τον διάλογο. Στη συνέχεια
κάντε το διάλογο με το διπλανό σας.
24th Tuesday
- Organize meeting with Chris to discuss the new job.
- Arrange meeting with Kim about design of new leaflet.
You Chris or Kim
Say you want to arrange a meeting
and give reason.
Say a time and place.
Agree.
Say you will send an email
Say OK and ask what
time.
Say no and suggest
another time
Ask for an email to
confirm.
Thank and say goodbye.
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Σύνοψη
Στην ενότητα αυτή εξετάσαμε το βασικό λεξιλόγιο / φρασεολογία και δομή
φιλικών και πιο τυπικών τηλεφωνικών συνομιλιών για προσωπικούς και
επαγγελματικούς σκοπούς. Εξετάσαμε, επίσης, διάφορες τεχνικές που
αναπτύσσουν την δεξιότητα ακουστικής κατανόησης στην τηλεφωνική
επικοινωνία. Τέλος, αναφερθήκαμε σε μερικές χαρακτηριστικές τηλεφωνικές
συνομιλίες που έχουν στόχο την ανταλλαγή πληροφοριών, την διευθέτηση ή αλλαγή
προγραμμάτων, την επίλυση προβλημάτων καθώς και το πώς αφήνουμε ένα μήνυμα
στον τηλεφωνητή.
Γλωσσάρι Υποενότητα 7.1
repeat – επαναλαμβάνω
speak up – μιλώ πιο δυνατά
spell – συλλαβίζω
pick up (the phone) – σηκώνω το τηλέφωνο
ring (up) – τηλεφωνώ
put down (the phone) – κλείνω το τηλέφωνο
leave – αφήνω
dial – σχηματίζω τον αριθμό
hold (the line) – μένω στη γραμμή
hang up (the phone) - κλείνω το τηλέφωνο
extension number – εσωτερικός αριθμός
single number – μονός αριθμός
redial – ξανακαλώ
Υποενότητα 7.2
phrasal verb – φραστικό ρήμα
put (someone) through – συνδέω στο τηλ.
cut off – κόβεται η γραμμή
get through (to someone) – συνδέομαι,
βρίσκω κάποιον στο τηλ.
look up – ψάχνω σε κατάλογο
call back – ξανακαλώ
go dead – πέφτει η γραμμή
transfer a call –μεταφέρω τη κλήση
connect – συνδέω
busy – απασχολημένο
be about to – είμαι έτοιμος να
answering machine – τηλεφωνητής
reporter – δημοσιογράφος
regarding – αναφορικά με
details – λεπτομέρειες
available – διαθέσιμος
in connection with – σε σχέση με
client – πελάτης
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department – τμήμα cover design – σχέδιο εξωφύλλου
Yποενότητα 7.3
require – απαιτώ
assistance – βοήθεια
operator – τηλεφωνικό κέντρο
booking – κράτηση
standard expression – συνηθισμένη έκφραση
response – απόκριση
Υποενότητα 7.4
training course – εκπαιδευτικό πρόγραμμα
cancel – ακυρώνω
discuss – συζητώ
no action – καμία δράση
PA – Personal assistant – ιδιαιτέρα /ος
γραμματέας
EU – European Union - Ευρωπαϊκή Ένωση
CNN – Cable News Network – Καλωδιακό
Δίκτυο Ειδήσεων
CIA – Central Intelligence Agency – Κεντρική
Υπηρεσία Πληροφοριών
JIT – Just in time – Ακριβώς στην ώρα του
VP – Vice president – υποδιευθυντής
VIP – Very important person – σημαντικό
πρόσωπο
HR – Human relations – Ανθρώπινοι πόροι
WTO – World Trade Organization –
Παγκόσμιος Οργανισμός Εμπορείου
PR – Public relations - Δημόσιες σχέσεις
communicate – επικοινωνώ
unfamiliar – άγνωστο, μη οικείο
foreign – ξένο
clarify – διευκρινίζω
capital – κεφαλαίο γράμμα
lower case – Πεζό, μικρό γράμμα
individually – ατομικά, ένα - ένα
Υποενότητα 7.5
οperations controller – ελεγκτής
επιχειρήσεων
convenient – βολικό
can’t make it – δεν μπορώ να το καταφέρω
fix a meeting – κανονίζω μια συνάντηση
confirm – επιβεβαιώνω
contact – έρχομαι σε επαφή
crash (for computers) – ‘πέφτει το σύστημα’
engineer – μηχανικός /τεχνικός
attachment – συνημμένο
straightaway – αμέσως
reach someone – επικοινωνώ με κάποιον
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Ακουστικά κείμενα Υποενότητα 7.2
Διάλογος 1
Karen Mr. Blakemore’s office, Karen speaking.
Rona Good morning, could I speak to Mr. Blakemore, please?
Karen May I ask who’s calling?
Rona Yes, my name’s Rona Cash, I’m a reporter from Essex Messenger.
Karen I see, and can I ask what it’s in connection with?
Rona Well, it’s regarding the new shopping centre. I was wondering if he could
discuss some questions about the plans.
Karen If you’d like to hold the line for a moment I’ll see if he’s available …
Rona Certainly, thank you very much …
Karen … Hello, Miss Cash. I’m afraid he’s going to be busy all morning.
Rona OK, when would be a good time for me to call again?
Karen Well, I’m not quite sure, but if you’d like to give me your details I’ll make sure
he calls you back.
Διάλογος 2
Damien Hello, ‘Designs on You’.
Paul Is that Damien?
Damien Speaking. Who’s this?
Paul It’s Paul Walsh here.
Damien Paul, hi! I didn’t recognize your voice. So what can I do for you?
Paul It’s Candy. I really need to speak to her. Is she in?
Damien Candy? Hang on a minute. I’ll see if she’s around … Hi, Paul. Sorry, she’s
tied up with a client. Do you want to leave a message?
Paul Yeah … I, erm, no, it’s too complicated. It’s about the cover design. There
are still a few things we need to sort out.
Damien OK, I’ll get her to give you a ring the moment she’s free. Has she got your
number?
Paul Good point. I’m on my mobile. I’d better give it to you anyway.
Damien Just a moment, let me find a pen that works. Right, fire away?
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Υποενότητα 7.3
Διάλογος 2
Nick’s mother Double five three six oh.
Tom Hi, can I speak to Nick, please?
Nick’s mother Yes, who’s calling?
Tom It’s Tom.
Nick’s mother Oh, hello Tom, how are you?
Tom I’m very well thank you. How are you?
Nick’s mother Fine thanks. Enjoying yourself?
Tom Having a great time, yup …. Thanks.
Nick’s mother Excellent. OK I’ll just call him. Hold on.
Tom Thank you very much.
Nick Hello.
Tom Hi Nick.
Nick How’re you doing mate?
Tom Not too bad.
Nick Cool.
Tom Um, I can come tonight.
Nick Really? Oh, fantastic.
Υποενότητα 7.4
Διάλογος 1
Receptionist Cyber Products. Good morning. How can I help you?
Jake Peter Blake.
Receptionist Sorry?
Jake I want to speak to Peter Blake.
Receptionist Connecting you.
Jake OK.
Peter Peter Blake.
Jake Peter. We need a meeting tomorrow to discuss the training course. We
have a big problem.
Peter Sorry, who’s calling, please?
Jake It’s Jake Roberts.
19
Peter OK, look Jake, I’m in a meeting right now. Can I call you back in ten
minutes?
Jake OK.
Peter Oh … fine. Thanks for calling.
Διάλογος 2
Receptionist Cyber Products. Good morning.
Jane Good morning. Could I speak to Peter Blake, please?
Receptionist Certainly. Who’s calling, please?
Jane It’s Jane Dawson.
Receptionist Just a moment. I’ll put you through.
Jane Thanks.
Peter Jane. How are you?
Jane Fine, thanks. And you?
Peter Fine. How can I help you?
Jane I’m just calling to ask if you want some help with the organization of the
training course next week.
Peter Thanks, but everything’s OK. There’s no need for you to do anything.
Jane Sure?
Peter Yes, thanks very much.
Jane OK, great. Have a good training course. Talk to you next week. Bye.
Peter Yes, thanks for calling.
Διάλογος 3
Assistant Hello.
Caller Could I speak to Mr. Garcia?
Assistant I’m afraid he’s in a meeting. Can I take a message?
Caller Could you ask him to call me back?
Assistant Of course. Could I have your name and number?
Caller Yes, my name’s Fiala. That’s F-i-a-l-a.
Assistant Did you say ‘F’?
Caller Yes, ‘F’. Fiala.
Assistant OK, so that’s F-i-a-l-a.
Caller Yes, that’s right. And the number is 7877545.
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Assistant 787545
Caller No, 7877545.
Assistant Double 7-545. OK, Mr. Fiala, I’ll make sure he gets the message.
Caller Thank you goodbye.
Υποενότητα 7.5
Διάλογος 1
Philippe Jim, is it possible to have a meeting next week? I’d like to discuss some
technical problems with our computer network.
Jim Sure, Philippe, no problem. When are you free?
Philippe What about next Friday at two o’clock, after lunch?
Jim Fine. Can you send me an email to confirm that.
Philippe OK. See you next week. Bye.
Διάλογος 2
Frank Jim, it’s Frank. I’m calling to fix a meeting next week to discuss the
Bolivia project. When are you free?
Jim What about Monday at 12 o’clock?
Frank I’m sorry, I can’t. I have another meeting. What about 1 o’clock?
Jim OK, 1 one Monday.
Frank Thanks, Jim. Bye.
Διάλογος 3
Petra Jim, it’s Petra. How are you?
Jim I’m fine. How are you?
Petra Fine. I’m calling because I’m in town next week. Are you free at all?
Jim Sure. when?
Petra For me, Tuesday would be best … at ten o’click?
Jim Just a moment … yes, that’s fine. See you on Tuesday.
Petra Great. And I have those pictures from the conference for you.
Jim Really? Great. See you next week, Petra. Take care. Bye.
Υποενότητα 7.5
Διάλογος 1
Maria Hi, Annie. It’s Maria. I’m sorry but I’m having a problem with my
computer.
21
Annie What sort of problem?
Maria It keeps crashing for no reason. Could you get someone to check it?
Annie Don’t worry. I’ll ask an engineer to check. Is that OK?
Maria Wonderful. Thank you. Bye.
Διάλογος 2
Julie Hello. Annie. It’s Julie from Excom. I’m sorry but I didn’t get the
minutes from our last meeting.
Annie Really? I sent them last week in an attachment.
Julie Well, I don’t think they arrived. Could you send them again?
Annie Sure. I’m really sorry about that. I’ll do It now. Call me back in 30
minutes if you still haven’t got it.
Julie That’s great.
Διάλογος 3
Peter Hi, Annie. It’s Peter. I can’t remember the time of our meeting next
week.
Annie Tuesday at 10 o’clock.
Peter That’s fine. Could you contact Jan? I forgot to tell him about it.
Annie Of course. I’ll call him straightaway. Do you want me to call back after I
speak to him?
Peter No, only call back if you don’t reach him.
Λύσεις των ασκήσεων Υποενότητα 7.1
1. 1/3. Can’t hear well /can’t understand the speaker
2. Speaker speaks too fast
4. Speaker doesn’t speak loud enough
5. Can’t understand / doesn’t know the word /name
2. a. Could you say that again, please?
b. I’m sorry I can’t quite hear you.
c. Could you please, speak up a bit?
d. how do you spell that?
e. I’m sorry, I didn’t quite catch that.
f. Could you speak a bit more slowly, please?
22
3. a. pick the phone up
b. answer the phone/a call
c. make a call
d. ring someone up
e. put the phone down
f. leave a message
g. dial a number
h. hold the line
4. 1. hold on / hold the line
2. answer the phone
3. try again later
4. leave a message / put the phone down / hang up
5. redial with a new number
6. dial a single number and leave a message / hold on
7. put the phone down / hang up / try again later
8. dial an extension number / hold on
9. hold on / try again later
10. check you have the right number
Υποενότητα 7.2
1. a. hold on b. put you through c. speak up d. cut off e. get through
f. ring you up g. look it up h. hang up i. call / ring back j. pick it up
2. 1. ask 2. on 3. put 4. Can 5. Would you like to leave 6. tell 7. back
8. Can I speak 9. there 10. calling 11. is 12. get / call 13. leave her a message
14. tell her I called 15. Bye
3. a. hang up/call back b. Hold on a minute till I get a pen c. Could you call back
in an hour? d. Please hold the line while I put you through e. I’ve been trying
to get through all day f. Hold on. Let me look it up g. Don’t pick it up. Let the
machine get it.
4./5. See tape script
Υποενότητα 7.3
1. Person: 4, 5, 6
23
Machine: 1, 2, 3
3. What did you say – ‘Sorry’ – repeat what you said
Let’s finish talking about that – ‘All right then,…’ – ‘Fine /OK’
I’m ready to end the call – ‘Good / anyway, I’ll give a call later.’ - ‘Excellent
/OK.’
4. See tape script
Υποενότητα 7.4
1.
caller reason result
Jake Roberts_1_
Jane Dawson_2_
Julie Simpson_x_
Cancel training _x_
Discuss a problem_1_
Give help_2_
Call back in ten minutes_1_
No action – talk next week_2_
Send email with information
_x_
2. a. Good morning. How can I help you?(1)
Who’s calling, please?(1,2)
Connecting you now.(1)
I’ll put you through.(2)
b. It’s … (name)(1,2)
c. Could I speak to … (name)(2)
I’m just calling to … (reason)(2)
d. Thanks for calling.(1,2)
Talk to you next week. Bye.(2)
3. Caller 2 is the better caller. The speaker uses polite greetings and phrases
and has a friendly intonation. All these things are missing in the first call.
4. See glossary
5. See tape script
Υποενότητα 7.5
1.a. Philippe – Friday – 14.00
Frank – Monday – 13.00
Petra – Tuesday – 10.00
1.b. Is it possible to have a meeting?
When are you free?
24
See you next week.
I’m calling to fix a meeting.
I’m sorry. I can’t.
See you on Tuesday at 10.
2. See tape script
Πηγές για περαιτέρω μελέτη
Grammar Link 4, Maria Karyda, Pearson Education Ltd. ISBN 0-582-50467-8
Face2face Intermediate, Chris Redstone & Gillie Cunningham, Cambridge University
Press. ISBN 978-0-521-60061-3
Practical English for Adults 2, C. N. Grivas, Grivas Publications. ISBN 13 978-960-409-
568-1
Βιβλιογραφία
Clockwise Pre-intermediate, Bruce NcGowen & Vic Richardson, Oxford University
Press. ISBN 0-19-434074-0
Clockwise Intermediate, Will Forsyth, Oxford University Press. ISBN 0-19-434078-3
Clockwise Upper-intermediate, Jon Naunton, Oxford University Press. ISBN 0-19-
434082-1
English 365 Book 1, Bob Dignen, Steve Flinders, Simon Sweeney, Cambridge University
Press. ISBN 978-0-521-75362-3
English 365 Book 2, Bob Dignen, Steve Flinders, Simon Sweeney, Cambridge
University Press. ISBN 0-521-75368-8
Βιογραφικό σημείωμα συγγραφέα Ο Μανώλης Μαρκίδης γεννήθηκε στη Κύπρο και έζησε στη Λευκωσία και την
Αμμόχωστο τα παιδικά του χρόνια. Μετά το πόλεμο του 1974 μετανάστευσε στο
Τορόντο του Καναδά όπου τελείωσε το γυμνάσιο και λύκειο. Στη συνέχεια σπούδασε
στη Σχολή Καλών Τεχνών του York University. Το 1985 εγκαταστάθηκε στη Αθήνα και
από το 1988 διδάσκει αγγλικά σε παιδιά και ενήλικες.