Teacher Training Materials of Professor Dr David Ngin Sian Pau
Telephone role plays
Paul Kaye, British Council
Speaking English on the telephone is difficult for learners for many reasons and even high level students often feel uncomfortable with the unpredictability of telephone conversations. These role cards present a series of simple situations for pre-intermediate and intermediate level learners, working in pairs. They could also be used for higher levels, who should be encouraged to elaborate on the conversations and make them more natural.
These cards can be exploited as practice after looking at telephone language, as a spontaneous speaking exercise, or as a diagnostic for you to see what your learners need know.
Preparation
If you are using these cards as practice, you will need to have prepared your students with some common telephone expressions
Before the class, prepare enough photocopies of the role cards for each pair of learners to try each role-play situation - there are 10 in all.
Role cards >> 74 k <http://teachingenglish.mtk1.com/perl/mtk1.pldownload=telephone_pdf&file=http://www.teachingenglish.org.uk/try/speaktry/telephone.pdf>
Procedure
· Put the learners into pairs.
· If you can, organise pairs of chairs back to back. If not, ask learners to stand back to back. This means
they cannot see their partners' faces or gestures.
· Hand out pairs of role cards, e.g. 1a and 1b, to each pair. Demonstrate one situation with two volunteers
if you wish.
· Ask your learners to role-play each situation. As they finish one situation, take the cards back and give
them another. Don't worry if some pairs finish quickly - some situations are shorter than others.
· Keep this rolling role-play going as long as you wish. Monitor and note mistakes or interesting language for
discussion afterwards if you can.
Telephone Language
Here are some typical phrases that you can use in a telephone conversation.
Answering the phone
· Hello? (informal)
· Thank you for calling Boyz Autobody. Jody speaking. How can I help you?
· Doctor's office.
Introducing yourself
· Hey George. It's Lisa calling. (informal)
· Hello, this is Julie Madison calling.
· Hi, it's Gerry from the dentist's office here.
· This is she.*
· Speaking.* *The person answering says this if the caller does not recognize their voice.
Asking to speak with someone
· Is Fred in? (informal)
· Is Jackson there, please? (informal)
· Can I talk to your sister? (informal)
· May I speak with Mr. Green, please?
· Would the doctor be in/available?
Connecting someone
· Just a sec. I'll get him. (informal)
· Hang on one second. (informal)
· Please hold and I'll put you through to his office.
· One moment please.
· All of our operators are busy at this time. Please hold for the next available person.
Making special requests
· Could you please repeat that?
· Would you mind spelling that for me?
· Could you speak up a little please?
· Can you speak a little slower please. My English isn't very strong.
· Can you call me back? I think we have a bad connection.
· Can you please hold for a minute? I have another call.
Taking a message for someone
· Sammy's not in. Who's this? (informal)
· I'm sorry, Lisa's not here at the moment. Can I ask who's calling?
· I'm afraid he's stepped out. Would you like to leave a message?
· He's on lunch right now.Who's calling please?
· He's busy right now. Can you call again later?
· I'll let him know you called.
· I'll make sure she gets the message.
Leaving a message with someone
· Yes, can you tell him his wife called, please.
· No, that's okay, I'll call back later.
· Yes, it's James from CompInc. here. When do you expect her back in the office?
· Thanks, could you ask him to call Brian when he gets in?
· Do you have a pen handy. I don't think he has my number.
· Thanks. My number is 222-3456, extension 12.
Confirming information
· Okay, I've got it all down.
· Let me repeat that just to make sure.
· Did you say 555 Charles St.?
· You said your name was John, right?
· I'll make sure he gets the message.
Listening to an answering machine
· Hello. You've reached 222-6789. Please leave a detailed message after the beep.Thank you.
· Hi, this is Elizabeth. I'm sorry I'm not available to take your call at this time. Leave me a message and I'll
get back to you as soon as I can.
· Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm, Monday-Friday. Please call back during
these hours, or leave a message after the tone. If this is an emergency please call the hospital at 333-7896.
Leaving a message on an answering machine
· Hey Mikako. It's Yuka. Call me! (informal)
· Hello, this is Ricardo calling for Luke. Could you please return my call as soon as possible. My number is
334-5689. Thank you.
· Hello Maxwell. This is Marina from the doctor's office calling. I just wanted to let you know that you're
due for a check-up this month. Please give us a ring/buzz whenever it's convenient.
Finishing a conversation
· Well, I guess I better get going. Talk to you soon.
· Thanks for calling. Bye for now.
· I have to let you go now.
· I have another call coming through. I better run.
· I'm afraid that's my other line.
· I'll talk to you again soon. Bye.
Telephone language and phrases in English
How to answer and speak on the phone
Answering the phone
Good morning/afternoon/evening, York Enterprises,
Elizabeth Jones speaking.
Who's calling, please?
Introducing yourself
This is Paul Smith speaking.
Hello, this is Paul Smith from Speak speak International.
Asking for someone
Could I speak to John Martin, please?
I'd like to speak to John Martin, please.
Could you put me through to John Martin, please?
Could I speak to someone who …
Explaining
I'm afraid Mr Martin isn't in at the moment.
I'm sorry, he's in a meeting at the moment.
I'm afraid he's on another line at the moment.
Putting someone on hold
Just a moment, please.
Could you hold the line, please?
Hold the line, please.
Problems
I'm sorry, I don't understand. Could you repeat that, please?
I'm sorry, I can't hear you very well. Could you speak up a little, please?
I'm afraid you've got the wrong number.
I've tried to get through several times but it's always engaged.
Could you spell that, please?
Putting someone through
One moment, please. I'll see if Mr Jones is available.
I'll put you through.
I'll connect you.
I'm connecting you now.
Taking a message
Can I take a message?
Would you like to leave a message?
Can I give him/her a message?
I'll tell Mr Jones that you called
I'll ask him/her to call you as soon as possible.
Paul Kaye, British Council
Speaking English on the telephone is difficult for learners for many reasons and even high level students often feel uncomfortable with the unpredictability of telephone conversations. These role cards present a series of simple situations for pre-intermediate and intermediate level learners, working in pairs. They could also be used for higher levels, who should be encouraged to elaborate on the conversations and make them more natural.
These cards can be exploited as practice after looking at telephone language, as a spontaneous speaking exercise, or as a diagnostic for you to see what your learners need know.
Preparation
If you are using these cards as practice, you will need to have prepared your students with some common telephone expressions
Before the class, prepare enough photocopies of the role cards for each pair of learners to try each role-play situation - there are 10 in all.
Role cards >> 74 k <http://teachingenglish.mtk1.com/perl/mtk1.pldownload=telephone_pdf&file=http://www.teachingenglish.org.uk/try/speaktry/telephone.pdf>
Procedure
· Put the learners into pairs.
· If you can, organise pairs of chairs back to back. If not, ask learners to stand back to back. This means
they cannot see their partners' faces or gestures.
· Hand out pairs of role cards, e.g. 1a and 1b, to each pair. Demonstrate one situation with two volunteers
if you wish.
· Ask your learners to role-play each situation. As they finish one situation, take the cards back and give
them another. Don't worry if some pairs finish quickly - some situations are shorter than others.
· Keep this rolling role-play going as long as you wish. Monitor and note mistakes or interesting language for
discussion afterwards if you can.
Telephone Language
Here are some typical phrases that you can use in a telephone conversation.
Answering the phone
· Hello? (informal)
· Thank you for calling Boyz Autobody. Jody speaking. How can I help you?
· Doctor's office.
Introducing yourself
· Hey George. It's Lisa calling. (informal)
· Hello, this is Julie Madison calling.
· Hi, it's Gerry from the dentist's office here.
· This is she.*
· Speaking.* *The person answering says this if the caller does not recognize their voice.
Asking to speak with someone
· Is Fred in? (informal)
· Is Jackson there, please? (informal)
· Can I talk to your sister? (informal)
· May I speak with Mr. Green, please?
· Would the doctor be in/available?
Connecting someone
· Just a sec. I'll get him. (informal)
· Hang on one second. (informal)
· Please hold and I'll put you through to his office.
· One moment please.
· All of our operators are busy at this time. Please hold for the next available person.
Making special requests
· Could you please repeat that?
· Would you mind spelling that for me?
· Could you speak up a little please?
· Can you speak a little slower please. My English isn't very strong.
· Can you call me back? I think we have a bad connection.
· Can you please hold for a minute? I have another call.
Taking a message for someone
· Sammy's not in. Who's this? (informal)
· I'm sorry, Lisa's not here at the moment. Can I ask who's calling?
· I'm afraid he's stepped out. Would you like to leave a message?
· He's on lunch right now.Who's calling please?
· He's busy right now. Can you call again later?
· I'll let him know you called.
· I'll make sure she gets the message.
Leaving a message with someone
· Yes, can you tell him his wife called, please.
· No, that's okay, I'll call back later.
· Yes, it's James from CompInc. here. When do you expect her back in the office?
· Thanks, could you ask him to call Brian when he gets in?
· Do you have a pen handy. I don't think he has my number.
· Thanks. My number is 222-3456, extension 12.
Confirming information
· Okay, I've got it all down.
· Let me repeat that just to make sure.
· Did you say 555 Charles St.?
· You said your name was John, right?
· I'll make sure he gets the message.
Listening to an answering machine
· Hello. You've reached 222-6789. Please leave a detailed message after the beep.Thank you.
· Hi, this is Elizabeth. I'm sorry I'm not available to take your call at this time. Leave me a message and I'll
get back to you as soon as I can.
· Thank you for calling Dr. Mindin's office. Our hours are 9am-5pm, Monday-Friday. Please call back during
these hours, or leave a message after the tone. If this is an emergency please call the hospital at 333-7896.
Leaving a message on an answering machine
· Hey Mikako. It's Yuka. Call me! (informal)
· Hello, this is Ricardo calling for Luke. Could you please return my call as soon as possible. My number is
334-5689. Thank you.
· Hello Maxwell. This is Marina from the doctor's office calling. I just wanted to let you know that you're
due for a check-up this month. Please give us a ring/buzz whenever it's convenient.
Finishing a conversation
· Well, I guess I better get going. Talk to you soon.
· Thanks for calling. Bye for now.
· I have to let you go now.
· I have another call coming through. I better run.
· I'm afraid that's my other line.
· I'll talk to you again soon. Bye.
Telephone language and phrases in English
How to answer and speak on the phone
Answering the phone
Good morning/afternoon/evening, York Enterprises,
Elizabeth Jones speaking.
Who's calling, please?
Introducing yourself
This is Paul Smith speaking.
Hello, this is Paul Smith from Speak speak International.
Asking for someone
Could I speak to John Martin, please?
I'd like to speak to John Martin, please.
Could you put me through to John Martin, please?
Could I speak to someone who …
Explaining
I'm afraid Mr Martin isn't in at the moment.
I'm sorry, he's in a meeting at the moment.
I'm afraid he's on another line at the moment.
Putting someone on hold
Just a moment, please.
Could you hold the line, please?
Hold the line, please.
Problems
I'm sorry, I don't understand. Could you repeat that, please?
I'm sorry, I can't hear you very well. Could you speak up a little, please?
I'm afraid you've got the wrong number.
I've tried to get through several times but it's always engaged.
Could you spell that, please?
Putting someone through
One moment, please. I'll see if Mr Jones is available.
I'll put you through.
I'll connect you.
I'm connecting you now.
Taking a message
Can I take a message?
Would you like to leave a message?
Can I give him/her a message?
I'll tell Mr Jones that you called
I'll ask him/her to call you as soon as possible.
Teacher Training Materials of Professor Dr David Ngin Sian Pau
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