Worksheet

Worksheet Week 2 : Telephoning
1) Les objectifs de la formation/ training objectives : Place the words in the grid and find their translation in the
paragraph
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Employability : ___________________
Lifelong learning: __________________
Tools:____________________________
Employees:________________________
Manage:___________________________
Young graduates:_______________________
Lead :______________________________
Skills :______________________________
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2) Débouchés. Find translations for the following terms: débouchés, PMI, PME, sensibilisation, responsable qualité,
auditeur, animateur, responsable
3) Enseignements/Curriculum: Find words corresponding to the definitions ( most of them are transparent)
Across
2. organised so that it is suitable for a specific situation
5. someone who does a job that needs special training or
education
6. a group of people who work together in a structured
way for a shared purpose
7. a regular, repeating pattern of sound
8. needed in order to achieve something
Down
1. a promise that something will be done or will happen
3. to grow or change and become more advanced
4. how good or bad something is
4) Stage: Find translations for some of the key words of this passage
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guide des bonnes pratiques
B_ s _ P_ a _ t _ c _ G_ i _ e
à l’écoute du client
C_ s _ o _ e _
C_ r _
stage
I_ t _ r _ s _ i _
aptitudes professionnelles
J_ b
S_ i _ l _
processus clé
K_ y P_ o _ e _ s
laboratoire d’analyses médicales
M_ d _ c _ l
L_ b _ r _ t _ r _
refonte
R_ s _ a _ i _ g
5) Public visé/Intended audience: Unscramble the tiles to reveal the English words
Des compétences complémentaires : _________________________________________________
Exercer ses fonctions :_________________________________________________________
Aptitudes personnelles:_________________________________________________________
Alternance:___________________________________________________________________
Rigueur (professionnelle)________________________________________________________
Donner l‟exemple_______________________________________________________________
Irréprochable_________________________________________________________________
6) Admission, inscription: Find translations for the following terms recrutement, candidature, inscription,
apprécier, être titulaire de, titres, demandeur d‟emploi
7) Telephone/ Connecting
a) questions
Which department does Michelle Work at ?
Who is Rosalind Wilson ?
What‟s the caller‟s name ?
Who wants to talk to Jason Roberts?
Is Jason Robert there or not ?
b) Quiz: Choose the one correct answer
1. When you telephone a company the person answering the phone may ask you a question. Which is the correct question?
A Who‟s calling please?
B Who calls?
C Who it is?
D Who called?
2. Which phrase means the same as „hang on a moment?‟
A Just a second
B I‟ll put you on
C Go ahead
D I‟m ready
3. Choose the correct word: “Please ……. and I‟ll put you through.”
A stop
B stay
C talk
D hold
4. What is the expression used to connect two people on the telephone?
A I‟m sending you through B I‟m putting you through C I‟m calling you through D I‟m talking you through
8) Telephone/Messages
a) questions
Where does Claire work?
Why can‟t the lady speak to Adrian Hopwood?
When will the meeting be over?
What does Claire ask the lady to do?
What is the lady telephone number?
b)
quiz: Finish the sentence by chosing the correct words and writing them into the empty boxes
1. He‟s not in his office at the moment, take / can / your / message / I / a / please
__________ ______________ _____________ ___________ _______?
2. She‟ll be back in the office this afternoon, later / call / can / back / you / soon / message
__________ ____________ _________ ______________ _________ ?
3. Can I speak to June Wilkinson please? meeting / afraid / I‟m / she‟s / a / in / at / on
__________ ____________ _________ ______________ _________ _________.
4. Could you ask him to ring me back please? My number is 020 7558 4567. message / I‟ll / sure / make / OK / gets / he
/ the / an / on
__________ , ____________ _________ ______________ _________ _________ _________ ________________.
9) Telephone/wrong numbers
a) questions
Why can‟t Michelle speak to Rachel Allsop?
What happened?
What mistake did she make?
What office did she reach?
How can Ruth put the man through to Paul Richards if it is the wrong number?
b) quiz1. You ______ have the wrong number.
A should
B would
C must
D can
2. His _______ number is 998922.
A straight
B direct
C certain
D sure
3. I'm ________ to have troubled you.
A upset
B apologise
C sorry
D sad
4. I'm sorry, you've _______ the wrong number.
A got
B had
C have
D put
10) Telephone/appointments
a)
questions
Why can‟t Peter Jefferson speak to Brian Hibberd ?
When will the meeting end?
Why does peter want to talk to Brian?
When would he like to meet him?
What appointment does Michelle suggest?
Why does she change the time ?
b) quiz: Finish the sentence with the correct phrase.
1. I‟d like to ___________ an appointment
A arrange
B have
C do
D save
2. I could ________ it after four
A take
B fake
C get
D make
3. Let‟s meet next Wednesday… shall we _____ 4.15?
A arrange
B say
C suggest
D see
4. Would next _________ be OK?
A day
B morning
C week
D afternoon
11) Challenge
You are Marie and you work in the finance department for a major corporation. The telephone rings ...
Q: How would you answer the phone?
1. Hello?
2. Hello, can I help you?
3. Hello, Finance Department, Marie speaking.
Caller: 'Hello there. Can I speak to Clive Jenkins please?'
1. 'Who's calling?'
2. 'Who shall I say is calling?'
3. 'Who is that?'
4. 'There's no-one of that name here.'
5. 'Sorry, you must have the wrong number.'
6. 'Oh dear. Wrong number!'
Caller: 'It's Kenneth Avery'
1. 'Please hold and I'll see if he's in.'
2. 'Hang on, Kenneth.'
3. 'Okay. Just a second...'
[After a pause while you see if Clive Jenkins is in...] You: 'I'm afraid he's in a meeting at the moment...
1. Can I help?'
2. What do you want?'
3. Can I take a message?'
4. What do you want to say to Clive?'
Caller: 'Could you tell him that I called and that I'm in the office all day if he could call me back?'
1. 'Okay. What's your number?'
2. 'Right... Can I take your number please?'
Caller: '020 6788 9731.'
1. 'All right, I'll tell him.'
2. 'Okay, I'll make sure he gets the message.'
Caller: 'Thank you very much for your help. Goodbye!'
1. 'See you.'
2. 'Bye.'
3. 'Take care.'
12) Useful Phrases
Connecting
How can I help?
Can I speak to …, please?
Who‟s calling, please?
Please hold
I‟ll just put you through
Could I speak to……please?
Who shall I say is calling?
Just a second
I‟ll see if he‟s in
I‟ve got ……..on the phone for you
Hang on a moment
Messages
Can I speak to …, please?
Wrong number
You must have the wrong number
Is that not 556 8790?
No, it‟s 555 8790
Sorry about that
I must have dialled the wrong number
Appointments
I‟m afraid he‟s in a meeting
I‟d like to arrange an appointment
I‟ll just look in the diary
When‟s convenient for you?
Telephone role play: getting through
Student A
You are about to call the Sales department of a company
called FIRTEK.
INFORMATION ABOUT YOURSELF
A) Choose a first name:
John, David, Michael, Philip, William, Derek, Edward
Jane, Julie, Sarah, Anne, Mary, Judith, Jennifer, Joan
B) Choose a Surname :
Williams, Smith, Hardy, Brown, Black, Jordan, Price, Trent,
Lyndon, Rogers, More, Hinton, Westminster, Bristol
C) Chosse a phone nimber:
236 5638/25365/458 2563/256 363 565/02 2156/458
4587
INFORMATION ABOUT YOUR CALL
A) Who would you like to speak to?
John Smith, Mike Firth, Steven Derrick, Sarah Holding,
Helen Kent, Michael Kipling
B) What is the reason for your call?
You would like information about a product.
You would like a quotation.
You would like to make an URGENT order.
You‟ve got a cash flow problem and won‟t be able to meet
a payment.
Other;_______________________________
C) What will you do if the person is absent?
Call back later.
Ask for mobile his/her mobile phone number.
Ask to speak to someone else if possible.
Ask if the person can call you back.
I‟m afraid he‟s in a meeting
Can I help?
Can you call back later?
Can I take a message?
Could you tell him that…
Can I take your number, please?
OK, I‟ll make sure he gets the message
Can I help you?
I‟m sorry, you‟ve got the wrong number
I‟ll try and put you through
His direct number is…
Sorry to have troubled you
Would next Wednesday be OK?
He‟s free in the afternoon after about three
I could make it after four
So shall we say 4.15 next Wednesday?
Student B
You work for a company called FIRTEK. You are the
secretary for the SALES DEPARTMENT.
There are six sales assistants who work in the sales
department. Study the information for each one.
1) John Smith: He‟s at a conference at the moment.
He won‟t be back for another week. You have his
mobile phone number but only for emergencies:
it‟s 06 56 96 58 96.
2) Mike Firth: He‟s in a meeting. He should be free in
30 minutes.
3) Steven Derrick: He left the company last week.
4) Sarah Holding: Sarah is working at home today.
You can give her phone number to colleagues and
friends only. It‟s 01 23 56 98 65.
5) Helen Kent: She‟s in the building today. You saw
her ten minutes ago. However, you can see that
she‟s not at her desk. You don‟t know where she
has gone.
6) Michael Kipling: He‟s on holiday today. He‟ll be
back tomorrow.
If you take a message, write down the details below.
NAME_______________________________________
PHONE NUMBER_____________________________
REASON FOR CALL___________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________