1. What ____ we see on this map?
2. ____ you speak Spanish? No, unfortunately I ____
3. At what time ____ you come to school?
4. ____ I come in?
5. You ____ not smoke here.
6. ____ take your book? I am afraid not: I need it.
7. He ____ not speak English yet.
8. I have very little time: I ____ go.
9. They ____ not go to the park today because they are busy.
10. You ____ read this text: it is easy enough.
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- , : television, need, from, till, room, a, Monday, now, I, double, with, bath, and.
7. :
- / : Business Trip Abroad. Hotel.
- a : HOTEL
3
: Business Etiquette, Phone Conversation
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3. : .
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Business Etiquette, Phone Conversation , , . .
:Telephone etiquette.
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) ;
) (Lets)
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, -:
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. - Past -
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to be to have. (Past / Present / Future) .
, ; .. , . Infinitive, to.
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1- :
can = to be able to ( able - ):
can help you. = He is able to help you.
They could be seen here yesterday. = They were able to be seen here yesterday.
You cant help him. = You are not able to help him.
2- :
must, should, ought to = to be to ( / Future); must, should, ought to = to have to ( ;
must);
You must help her. - ().
You are to help her. - ( ).
He had to go out. - / .
You will have to come tomorrow. - / .
5.3. :
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1. , :
Telephone etiquette
Always say good-bye before you hang up the telephone.
Always use a pleasant voice when speaking on the telephone.
Dont speak on the telephone for too long.
Try to engage with the caller
Try to reflect a professional image
Be clear about what you can and can't do
Deal with anything you can deal with
Don't leave the caller hanging on the phone
Make sure you pass any message you take
Listen to what your calleris saying
Always give your name
Answer the telephone quickly
Greet the caller politely
Show interest and understanding
Try to be helpful
2. , :
2.1. If you dial the operator she can say:
Can I help you?
I'm afraid the line is engaged.
I'm afraid the line is out of order
Number, please.
Could you spell your name, please?
2.2. Here are some of things you may want to say to the operator:
Have you the code for (Krasnoyarsk), please.
Have you the country code for (Germany, Australia, Ukrain),please?
2.3.To a private number:
Gould I speak to.,,, please?
Is that 66 90 43, please?
Could you ask him (her) to ring me, please?
Speaking.
I'm sorry. I'm afraid I've got the wrong number.
I'm afraid there's no one of that name here.
Who shall I say it is?
Can I take a message?
Can I ask him (her) to ring you?
2.4. At the end of a call:
Thank you for ringing.
It's all right, thank you. Ill call back.
Could you just tell him Maria called.
3. . , .
Key expressions and questions:
Speak to smb
Call from
Hold the line = Wait
Its a bad line = I cant hear you well.
Speak up, please = speak louder, please.
Whos calling, please = Who are you?
Could I have your name again, please? = Please, repeat your name.
Im sorry I didnt catch that = I didnt understand what you said.
Just a moment = Wait.
Will you hold on? / Hold the line, please. = Will you wait?
Ill connect you / Im putting you through = Im ringing the number for you.
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Dont hang up = Please wait.
Complaning about poor performance:
I'm calling / phoning / writing to complain about...
There's some sort of delay / hold-up / problem...
There seems to be a problem with...
Something has gone wrong somewhere.
What's going on?
Responding to complaints:
I'll look into this and get back to you.
My colleague Mr / Mrs X deals with this. Ill get him / her to call you back.
I'm afraid there's been a problem with...
I'm sorry about this. We've changed our procedures so it won't happen again.
We apologise for the mistake. It won't happen again.
5.4. :
1. What are the main tips for the telephone etiquette?
1.1. What do you say if you cant hear well?
- Its a bad line = I cant hear you well.
1.2. What do you say if you want your conversation partner to speak louder?
- Speak louder, please
1.3. What do you say if you want the person you are talking to repeat his/ her name?
- Could I have your name again, please? = Please, repeat your name.
1.4. What do you say if you didnt understand what was said?
- Im sorry I didnt catch that = I didnt understand what you said.
1.5. What do you say if you want to ask your conversation partner to wait?
- Will you hold on? / Hold the line, please. = Will you wait?
1.6. What mistakes do people make while booking hotels? - taking messages on the telephone? - ordering by telephone?
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| Speaking. | . |
| I'm sorry to disturb you. | ? |
| We have a problem, I'm afraid. | . |
| What kind of problem is it? | . |
| One of the participants has fallen ill. | . |
| He won't be able to join the group. | ( ). |
| I'm sorry to hear that. | -, . |
| First I'll have to make another reservation. | . |
| I mean reservation for a single room. The number of participants isn't even now. | . . |
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S. .
T. Could I speak to John Black, please?
S........................................................................................................
T. Im Victor Smirnov, from TST Systems.
S.
T. S-M-I-R-N-O-V.
S.
T. Good morning, Mr. Black.
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Hello, Mr Pardees scretary.
Can I help you?
Whos calling, please?
Could you spell your name, please?
Putting you through.
6. :
:
1. Could I say to Mr. Black, please?
2. Can I help to you?
3. I am sorry, he is out at the moment.
4. Im sorry. The line busy.
5. Im sorry. He have a meeting.
6. Would you like me to tell him something?............................................
7. He not here at the moment.
8. Hell call you by.
9. Dont put the receiver, please.
10. Ill put you back to Mr. Collin. .
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1. In most countries you ____________ a special license to hunt wild animals.
A) need to have; C) may have;
B) can have; D) might have.
2. You __________ travel quickly from Alexandria to Cairo by coach.
A) must; C) should;
B) can; D) need.
3. I ____________ congratulate you on your success.
A) have to; C) might;
B) must; D) am to.
4. Andrew _________ sing like an angel before his voice broke.
A) was able to; C) had to;
B) could; D) should.
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5. They are always hopeful they _________ win something in the national lottery.
A) should; C) must;
B) have to; D) might.
6. I _____________ give up astrology because it got difficult for me.
A) was able to; C) had to;
B) was allowed; D) should.
7. Your plate is empty. _____________ I refill it?
A) Will; C) Shall;
B) Must; D) Need.
8. I _________ get two tickets for the Cup Final yesterday.
A) could; C) am able;
B) was able to; D) will be able.
9. Sometimes I am not as brave as I __________ be.
A) may; C) should;
B) need; D) has to.
10. My elder brother __________ speak two foreign languages.
A) can; C) may;
B) is able to; D) must.
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7. :
- / : Business Etiquette, Phone Conversation
- a : Business Etiquette, Phone Conversation.
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: Business Meeting: Appointment, Cancellation
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