Telephoning:
Calling the shots
Ohne Telefon geht im Geschäftsalltag oft gar nichts. Daran können selbst innovative K om mu ni kati ons tech ni ken ni ch tsän de rn. Test en Sie indies en Ü bung en,wie gut Si edi e Regeln des
Telefonierens beherrschen und in der Lage sind, erfolgreich Telefonate zu führen.
1. Checking the participants (6 points)
Susan Holmes phones the Italian branch to find out which employees will be attending the meeting in Guernsey. Put the words in the right order.
2. Confirming the details (6 points)
Susan phones a travel agent to confirm the ferries to St Peter Port. Choose the right word in each telephoning phrase.
Janet: Channel Islands Ltd, Janet Thompson (A) speaking / talking.
Susan: Hi, Janet. This is Susan from Toolbox Ltd. Could I (B) speak to / speak at Oliver?
Janet: C) I’m afraid / I’m sorry, Susan. Oliver is on holiday this week. (D) Can I / Am I able to help you?
Susan: Well, I’d just like to confirm the details of our ferry connections.
Janet: OK, please (E) hold the line / hold the phone for a second. I’ll check your booking. Right. It seems that the reservation for the ferry still has to be confirmed.
Susan: Ah, right. Well, there are seven people going to St Peter Port from St Malo and eight travelling from Portsmouth.
Janet: OK, let me (F) confirm / reaffirm that. So there are seven people going...
3. How does it work? (8 points)
A new telephone system has been installed at Toolbox Ltd. Susan asks her colleague Bridget to explain how it works. Fill in the missing vowels.
Susan: This new system is driving me crazy. I mean, I know that I have to lift the (A) rc v r to answer the phone [ laughs]. But all these other features? Bridget, can you help me, please?
Bridget: Yes, of course. If you want to talk to another colleague, just enter the number of their (B) xt ns n here on the left.
Susan: How do I set up a (C) c nf r nc
c ll with a number of different people from the various branches?
Bridget: First, you press this key here and then enter your own internal number. Then just follow the instructions.
Susan: OK. That doesn’t sound too bad. And what do I have to do if I don’t want to miss incoming calls when I’m in a meeting?
Bridget: You can activate the (D) c ll dv rs n setting and direct your incoming calls to reception, to your mobile phone or to any other phone in the company.
Susan: And is there a (E) c llb ck s rv c available? I hate having to call again and again when somebody’s phone is engaged.
Bridget: Sure. And there’s another useful feature: incoming calls from people who have blocked their (F) c ll ngl n d nt fc t n are diverted directly to reception.
Susan: And this socket here is for connecting the headset of the (G) h nds-fr syst m, right?
Bridget: Exactly. And when you finish work for the day or weekend, or before going on holiday, make sure to press this key to activate the (H) nsw r ng m ch n .
Susan: Thanks a lot, Bridget. Bridget: You’re welcome.
4. A conference call (8 points)
Before going to Guernsey, the company’s sales managers have a conference call to talk through the latest sales figures. Fill in each gap with the appropriate word from the box.
butt in catch finish speaking ground rules one at a time roll call speak up teleconference
James: Hello, everybody. First, let’s do a quick (A) . Unfortunately, we can’t see each other, as the video connection isn’t working today. Well, anyway, I’m James from headquarters. Carla: Buongiorno. I’m Carla from the Italian branch.
Pierre: And I’m Pierre from Lyons. Bonjour! Monika: Guten Morgen! Monika here, from Stuttgart. By the way, since I joined the sales department only two weeks ago, this is my first (B) with you all. James: Hi, Monika. Nice to have you with us. However, could you (C) a bit, because I had problems hearing you. Thanks! And before getting down to business, let me quickly run through our (D) . To avoid confusion, please speak (E) . And if you don’t (F) something, don’t (G) just , but let the other person (H) first.
5. Booking the rooms (5 points)
Susan phones the Victor Hugo hotel in St Peter Port. The sentences in bold are not where they should be. Put the sentences (1–5) in their correct places.
Receptionist: Victor Hugo hotel. Anne Baxter speaking. (A) This is Susan Holmes of Toolbox Ltd in Portsmouth. 1
Susan: Good afternoon. (B) Would you like to leave a message? 2
I’d like to reserve rooms for our sales meeting next month.
Receptionist: Mr Miller, the hotel manager, is in charge of reservations.
(C) Could you ask him to call me back? 3
Susan: Thank you.
Receptionist: Oh, I’m sorry, but he isn’t answering his phone. I guess he’s not in the office at the moment. (D) I’ll put you through to him. 4
Susan: (E) How can I help you? 5
My number is…
6. Trying to get through (10 points)
Pierre Picard from the Lyons branch calls James Thornton at headquarters to clarify details of the Guernsey meeting. Translate these telephoning phrases into English.
Receptionist: Toolbox Ltd. (A)
( Mein Name ist) Carol Hanks.
Pierre: Hello, (B) ( hier ist) Pierre Picard from Lyons. Could I (C) ( sprechen mit) James Thornton, please?
Receptionist: I’m afraid he’s not (D)
( am Platz) at the moment. Can I help you?
Pierre: Could you (E)
( mich verbinden mit) Susan?
Receptionist: Susan (F)
( ist in einer Besprechung) at the moment.
Pierre: Could I (G)
( eine Nachricht hinterlassen)?
Receptionist: Yes, of course.
Pierre: Please (H)
( ihr ausrichten) that I called about the Guernsey meeting and it would be great if she could
(I) ( mich zurückrufen) tomorrow morning in the Lyons branch, on extension 705.
Receptionist: I’m sorry, I (J)
( nicht verstanden) that. Could you repeat it, please?
7. Calling back (7 points)
Charles Miller, the manager of the Victor Hugo hotel, calls Susan. Put the sentences in the right order.
(A) Speaking. Hello, Mr Miller. It’s very kind of
you to call me back.
(B) Yes, I did. That’s why I’m calling. And I can
confirm that the rooms are available.
(C) You’re welcome. See you soon.
(D) Morning, Ms Holmes. How can I help you? (E) Hello, this is Charles Miller from the Victor Hugo hotel. Could I speak to Ms Holmes, please?
(F) Did you get my email for the reservation of
the rooms?
(G) Oh, that’s great. Many thanks, Mr Miller. We all look forward to spending a weekend in Guernsey.