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1) The document provides guidance on effective communication over the phone, with stages for greeting the caller, getting details, listening empathetically, suggesting solutions, agreeing on next steps, and ending positively.
2) It also includes sample language for different stages of a phone call, including making polite requests, offering assistance, small talk, and ending a call.
3) The document aims to improve phone skills through providing structures for phone conversations and example phrases for common phone situations.
1) The document provides guidance on effective communication over the phone, with stages for greeting the caller, getting details, listening empathetically, suggesting solutions, agreeing on next steps, and ending positively.
2) It also includes sample language for different stages of a phone call, including making polite requests, offering assistance, small talk, and ending a call.
3) The document aims to improve phone skills through providing structures for phone conversations and example phrases for common phone situations.
1) The document provides guidance on effective communication over the phone, with stages for greeting the caller, getting details, listening empathetically, suggesting solutions, agreeing on next steps, and ending positively.
2) It also includes sample language for different stages of a phone call, including making polite requests, offering assistance, small talk, and ending a call.
3) The document aims to improve phone skills through providing structures for phone conversations and example phrases for common phone situations.
In Company Upper-intermediate - Second Edition Answer Key: Unit 5
Problems on the phone
page 3 E! " a touch b point c in d time e latest f rumour g day h can i expect j cut k something l keep m get n go o listen p get q thing r stepped s off t in u there page 3# E! 3 Greet and reassure the caller; get the details; listen and emphasise; suggest possible solutions; agree on a course of action; end on a positive note E! $ Stage 1 c Whats the matter, then? Stage 2 b What exactly is your problem? Stage 3 a Tell me about it ! kno" just ho" you feel# Stage 4 a Well, ! suppose ! could send you a ne" one, but ! cant gi$e you a refund# Sorry# Stage 5 b %re you satisfied no"? Stage 6 c &ood# %nything else or is that it? Page 3% E! % a 1 'nfortunately !$e been unable to reach you on the phone# (an you tell me if youre managing to make any progress on the Samsung report? !f youre ha$ing problems, please let me kno" as soon as possible# ! understand you$e been preoccupied "ith other matters and may not e$en ha$e made a start yet, although ! hope this is not the case# ! did ask you some time ago for this report and, as you kno", ! do need it urgently for Thursdays meeting "ith the people from head office# This is not the first time you$e let me do"n and consequently ! shall ha$e to discuss the matter "ith you "hen your probationary period ends# ! really must kno" today ho" much longer its going to take# b ! am again "riting to you "ith regard to our order, reference no )**+# ,ur records sho" that our order of -./,))) shirts "as placed three months ago but so far "e ha$e not recei$ed anything# 0or ha$e you sent us an e1mail explaining the reason for the delay# ! am afraid this is quite unacceptable# 2ou ad$ertise yoursel$es as the "orlds leading promotional products company# ! therefore find your inability to take care of a simple order like this both surprising and disappointing# ! did notice, ho"e$er, that you "ere more efficient in debiting our account for the sum of -./,)))# ! should like the deli$ery "ithin 34 hours together "ith an apology# ,ther"ise ! ha$e no alternati$e but to hand the matter o$er to our legal department# ! hope ! ha$e made myself clear# Page 3& E! 3 a flat b slipped c sno"ed E! a (an you get hold of the organisers? b ! dont suppose you remembered to put another (5 player in? c 5o you happen to ha$e a phone number for the promotions people? d !s there any chance of sending someone else out here? e !ll check "ith 6i7 and see if she can spare 8im for a fe" days# f !ll see "hat ! can do, but ! cant promise anything# g Would you mind getting some brochures to me in 9olish? h !s there any point in sending the ones "e$e got in :ussian? i %re you absolutely sure "e didnt order a reprint of the 9olish ones? j !ll look into it the minute ! get off the phone# 2 k (ould ! ask you to hurry that up a bit, please? l Would it help if "e got a local 9olish interpreter in? m !ll get on to that right a"ay# n 6ea$e it to me# PA'E $( )A*'UA'E )I*KS ;ocabulary< 9hone, fax and e1mail 1 up 2 in 3 on 4 out 5 up 6 down 7 off around ! out 1" off 11 as 12 under 13 bac# 14 up 15 b$ 16 on 17 down 1 up 1! on 2" on 21 out 22 on 23 off 24 for 25 on &rammar< (omplex question formation 9olite question forms b % wonder if $ou could help me& c 'ould % as# $ou not to mention this to an$one else& d (o $ou thin# % could as# $ou to do some overtime ne)t wee#& e *ould $ou li#e me to put in a good word for $ou& f *ould $ou mind not whistling while %+m tr$ing to concentrate& g (o $ou mind if % leave earl$ toda$& h *ould it help if % gave $ou a few da$s to thin# about it& i *ould $ou mind if % as#ed $ou a personal ,uestion& - (o $ou happen to #now when .r /lvare0 is coming bac#& # % don+t suppose $ou could lend me 15" until 2rida$3 could $ou& 9hrase bank< Small talk on the phone a 4ow+s b 4ow are $ou c 'ongratulations on d % heard $ou+re e 4ave $ou -ust f 4ave $ou heard g Good &etting do"n to business on the phone a /n$wa$35 b So3 what can % do for $ou& c % e)pect $ou+re calling about5 d *as there something $ou wanted to tal# to me about& :equesting assistance on the phone a *ould $ou mind b 'an $ou get hold of 3 c 'ould % as# $ou to d %s there an$ chance of e % don+t suppose $ou could f (o $ou happen to have g /re $ou absolutel$ sure $ou can+t ,ffering assistance on the phone a see 6 promise b chec# 6 see c worr$ 6 get d loo# 6 Give e help 6 give f leave 6 get =nding a call a % mustn+t #eep $ou7 b %+ll let $ou get on7 c Someone+s -ust stepped into the office7 d *e must get together soon7 e %t+s been great tal#ing to $ou7 f %+ll have to let $ou go now7 g %+ve got a call -ust come in on the other line7 h 8isten3 %+m running a bit late7 4