WORKPLACE ENGLISH For Beginners

LESSON 2 Telephoning

In this lesson, you will learn about . . . Telephoning Checklist In this lesson, you will learn about . . . Answering the phone and connecting a caller Identifying oneself and being transferred Taking and leaving messages Requesting a particular person or service Scheduling a time to visit a client

1. How do you answer the phone? Telephoning Get Ready 1. How do you answer the phone? Key words/phrases: Hello. This is ____(name)____ . ____(name)____ speaking.

Telephoning 2. Have you ever made a phone call in English? How did you ask for the person you wanted to talk to? Key words/phrases: Is ____(name)____ there? Can I speak to ____(name)____? I would like to talk to ___(name)___. 5

3. What do you say if you want to arrange a time to meet with someone? Telephoning 3. What do you say if you want to arrange a time to meet with someone? Key words/phrases: Are you available (sometime)? Would you be free (sometime)? Can I meet you (sometime) (someplace)? Would it be possible to meet (sometime)? 6

Part A: Incoming Calls Open with default media player

Part A: Incoming Calls b c c LISTENING COMPREHENSION Answer the questions based on the conversation. b c c

接聽來電 Part A: Incoming Calls 漢娜正在接聽公司的來電。 漢娜：這裡是哈洛公司，霍納先生的辦公室，我是漢娜。有什麼我能幫您的呢？ 約翰：早安，漢娜。我是約翰‧安柏。我需要和麥特‧霍納先生談話。 漢娜：好的，安柏先生。請稍後。讓我確定一下他現在有空。 約翰：非常謝謝妳。 （漢娜查看麥特‧霍納是否有空。） 漢娜：好的，安柏先生。我這就將您轉接給霍納先生。 約翰：謝謝。 （電話再度響起。） 漢娜：哈洛公司您好，這裡是霍納先生的辦公室。我是漢娜。我能幫您什麼呢？ 山姆：嗨，我是山姆‧傑克森。麥特在嗎？我需要和他談話。 漢娜：很抱歉。他目前正忙線中。您能稍待一會兒嗎？ 山姆：事實上，我現在沒有太多時間可以等。 漢娜：我很抱歉，但霍納先生現在恐怕沒空。您能稍後再撥嗎？ 山姆：當然。我大約一小時後再打過來。

LANGUAGE NOTES: Word Bank Part A: Incoming Calls LANGUAGE NOTES: Word Bank 1. corporation [~k7rp4`re]4n] n. 股份（有限）公司；法人團體 My friend works for a large corporation in Tokyo. 我朋友在東京的一間大公司上班。 Extension corporate adj. 公司的；團體的 When you call for corporate change, you’d better walk the talk. 當你提出企業變革時，最好能說到做到。 2. hold [hold] v. 等候 Please hold for a moment, and I’ll find him. 請稍待片刻，我去找他。

LANGUAGE NOTES: Phrases Part A: Incoming Calls 3. available [4'vel4by] adj. 有空的；可用的 Tim wasn’t available, so I went to lunch with Anna. 提姆沒有空，所以我和安娜一起吃午餐。 4. actually ['1kt]84l6] adv. 事實上 I’ve actually never met him before. 其實我從來沒有見過他。 put sb through 替某人接通電話 The secretary put me through to the manager. 秘書將我轉接給經理。 at the moment 目前；現在 Tom is not in the office at the moment. 湯姆現在不在辦公室。 LANGUAGE NOTES: Phrases

Part A: Incoming Calls ENGLISH CORNER through moment hold corporation available actually

Part A: Incoming Calls 2 5 1 4 3 A: Hello. How can I help you? B: I need to speak to Jeremy. Is he available? A: His line’s busy at the moment. Do you want to call back later? B: Do you think he’ll be available soon? I can hold. A: All right. I’ll put you through when he’s free. Audio Transcripts

Part A: Incoming Calls

Part A: Incoming Calls Sample Dialogue A: Hello. How can I help you? B: I need to speak to Mike. Is he available? A: Let me check if he is free. B: OK. A: Mike’s line is busy at the moment. Can you hold? B: Actually, I’m in a hurry right now. I’ll call back this evening. A: All right. Have a nice day. B: Thank you.

Part B: Outgoing Calls Open with default media player

Part B: Outgoing Calls C A

Part B: Outgoing Calls E D B

Part B: Outgoing Calls c d a LISTENING COMPREHENSION Answer the questions based on the conversation. c _____ 1. Who does Hannah want to talk to? a. She wants to talk to Tyler. b. She wants to talk to her boss. c. She wants to talk to Mr. Umber. d. She wants to talk to Randy. _____ 2. Where is Randy? a. At the reception desk b. In the Sales Department c. At Harlow Corporation d. In the Legal Department _____ 3. What does Hannah ask Randy to do? a. She asks him to connect her to the Sales Department. b. She asks him to call Mr. Umber for her. c. She asks him to transfer her call to extension 384. d. She asks him to give her a call later. d a

致電 Part B: Outgoing Calls 漢娜試著聯絡約翰‧安柏。 泰勒：感謝您致電極速公司。我是泰勒。有什麼我能幫您的呢？ 漢娜：嗨，泰勒。我是哈洛公司的漢娜。我要找安柏先生，謝謝。 泰勒：我很樂意為您轉接。能請您告訴我他的分機號碼嗎？ 漢娜：好，是384。 泰勒：好的。請稍候片刻。 （泰勒轉接電話。） 藍迪：午安。我是法務部門的藍迪。 漢娜：午安，藍迪。我想找安柏先生。我是哈洛公司霍納先生的助理。我來電是為了確認安柏先生下週的計畫。我需要知道他是否可能有時間開個會。 藍迪：我了解了。安柏先生目前不在辦公室。不過他應該是和某人在業務部門。 漢娜：能幫我轉接到那邊嗎？ 藍迪：沒問題。我現在就幫您轉接。

LANGUAGE NOTES: Word Bank Part B: Outgoing Calls LANGUAGE NOTES: Word Bank 1. contact [`k4n~t1kt] v. 聯絡 I contacted Rob yesterday about the meeting. 我昨天聯絡了羅伯關於會議的事。 2. transfer [tr1ns`f-] v. 轉接；轉移 Can you transfer me to the sales office, please? 能請您幫我轉接到業務部門嗎？ 3. extension [6k`st5n]4n] n. 分機 Sara didn’t have Ted’s extension number, so she called the receptionist. 莎拉沒有泰德的分機號碼，所以她撥給總機人員。

Part B: Outgoing Calls 4. legal [`ligy] adj. 法律相關的；法律上的 Donald didn’t understand the legal system in the country he visited. 唐諾不了解他所造訪的國家的法律規定。 LANGUAGE NOTES: Sentence Patterns I’m calling about . . . 我打電話來是關於…… I’m calling about the project we need to start. 我打電話來是為了我們需要開始著手的專案。 whether . . . would be possible 某事是否可行 I was wondering whether changing the meeting to 7 o’clock would be possible. 我想知道是否有可能將會議改到七點。

Part B: Outgoing Calls ENGLISH CORNER

Part B: Outgoing Calls F T F T F W: Good morning. How can I help you? M: I need to talk to Mike Spencer. W: Do you have his extension number? M: I don’t remember what it is, but I know he’s in the Sales Department. W: OK. I’ll transfer your call. Audio Transcripts

Part B: Outgoing Calls A: Thank you for calling ABC Company. Gina speaking. How can I help you? B: Hello. This is Joel. Can I speak to Ken, please? A: What is his extension number? B: It’s 330. A: OK. I will transfer your call. Sample Dialogue

Part C: Telephone Messages Open with default media player

Part C: Telephone Messages LISTENING COMPREHENSION Answer true (T) or false (F) based on the conversation. _____ 1. Mr. Horner is in his office. _____ 2. Mr. Horner can reach John at home before 6 p.m. _____ 3. Hannah talks to someone in the Legal Department when she calls Speedy Offices. F F F

電話留言 Part C: Telephone Messages 約翰透過漢娜留了一則留言，接著漢娜打到約翰的辦公室並留了一則留言。 I. 漢娜：這裡是哈洛公司，霍納先生的辦公室，我是漢娜。 約翰：嗨。我能和霍納先生談話嗎？ 漢娜：霍納先生不在辦公室。我能為您留言嗎？ 約翰：當然。請告訴他約翰‧安柏來電。他六點後打到我家可以找到我。我的電話是555-9203。 漢娜：請讓我確認一下。是555-9203。 約翰：沒錯。 II. 雪莉：晚安。感謝您致電極速公司。我能如何為您轉接？ 漢娜：我需要找法務部門，謝謝。 雪莉：很抱歉。該部門所有的人今天都已下班了。 漢娜：能請妳記下留言嗎？請讓安柏先生知道霍納先生今晚找過他，但沒有回應。安柏先生可以打他的手機，號碼是555-1175。 雪莉：請讓我複誦確認一下。是555-1175。 漢娜：沒錯。

LANGUAGE NOTES: Word Bank Part C: Telephone Messages LANGUAGE NOTES: Word Bank 1. reach [rit]] v. 與……取得聯繫 I’ve been trying to reach Carson all day. 我一整天都試著聯絡卡爾森。 2. direct [d4'r5kt] v. 將（注意力、電話等）指向或轉給…… I’m sorry, but I’m unable to direct your call at this time. 我很抱歉，但我現在無法為您轉接。 3. cell [s5l] n.（此指）行動電話（= cell/cellular phone） It’s OK for customers to call me on my cell after working hours. 顧客可於下班時間打電話到我的手機。 4. repeat [r6`pit] v. 複誦；重複 I couldn’t hear what you said. Can you repeat it, please? 我聽不見你說什麼。能請你重複一遍嗎？

LANGUAGE NOTES: Phrases Part C: Telephone Messages LANGUAGE NOTES: Phrases leave a message（來電者）留言（給接電者） Amy wasn’t home, so I left a message. 艾咪不在家，所以我留了言。 take a message（接電者幫來電者）留言 Neil wasn’t in, but his secretary took a message. 尼爾不在，但他的秘書記下了我的留言。 Please let sb know that S. + V. 請讓某人知道…… Please let your manager know that the customer left. 請讓你的經理知道顧客離開了。 LANGUAGE NOTES: Sentence Patterns

Part C: Telephone Messages ENGLISH CORNER (Possible Answers) between 9 a.m. and 6 p.m ask him or her to repeat it leave messages ask the receptionist to direct my call to the right person to contact me at home if I’m not there have to listen to a recording and then leave a message

Part C: Telephone Messages Beth Connie Dave Jones Company Connie s. Beth Jones Company 555-2931 She will only be available at the number until five o’clock. Dave

Part C: Telephone Messages Audio Transcripts M: Good afternoon, Dave speaking. How can I help you? W: Hello. This is Ms. Beth from Jones Company. Can I speak to Connie, please? M: I’m sorry. She’s in a meeting right now. Can I take a message? W: Sure. Please tell her that I called, and that I need her to call me back. She can reach me at 555-2931 until five o’clock. M: Let me repeat that. She can call you at 555-2931, but only before five. W: That’s right.

Part C: Telephone Messages A: Good afternoon. This is Tyler. How can I help you? B: Hello. Can I speak to Marie, please? A: I’m sorry, but she’s not here. Can I take a message? B: Sure. Please tell her that Donna called, and that I need her to call me back. Sample Dialogue

Part D: Finding the Right Person Open with default media player

Part D: Finding the Right Person Listen and fill in the blanks. A. Can you transfer me to B. I need to talk to someone C. Who can I talk to D. Who’s the best person E. You’ll need to contact D E A

Part D: Finding the Right Person A. Can you transfer me to B. I need to talk to someone C. Who can I talk to D. Who’s the best person E. You’ll need to contact C B

Part D: Finding the Right Person LISTENING COMPREHENSION c b

找到對的窗口 Part D: Finding the Right Person 漢娜試著找到對的窗口以便談論麥特‧霍納的公司信用卡。 I. 提姆：你好，這裡是人力資源部。 漢娜：你好。請問要談關於增加霍納先生公司信用卡的額度，該找哪一位呢？ 提姆：妳需要聯絡財務部。 漢娜：喔，我了解了。能麻煩你幫我轉接給能提供協助的人嗎？ 提姆：很抱歉，但我不確定妳該找哪一位。 漢娜：誰負責發放信用卡？ 提姆：妳需要打給他們問清楚。 II. 瑪格麗特：早安，這裡是財務部，我是瑪格麗特。 漢娜：哈囉，我是霍納先生的助理漢娜。關於公司信用卡的事宜，我該找哪一位呢？ 瑪格麗特：有什麼問題嗎？ 漢娜：我需要和相關人士談談如何增加霍納先生信用卡的額度。 瑪格麗特：妳只需要來找我就行了。我會給妳一張表格，要拿給他簽名。

LANGUAGE NOTES: Word Bank Part D: Finding the Right Person LANGUAGE NOTES: Word Bank 1. credit card ['kr5d6t] [k3rd] 信用卡 You must be older than 18 to get a credit card. 你必須超過十八歲才能申請信用卡。 2. human resources ['hjum4n] [r6`sors6z] 人力資源 If you want a job at this company, you have to talk to someone in human resources. 如果你想應徵這間公司的工作，你必須找人力資源部的人。 3. regarding [r6`g3rd6;] prep. 關於 Regarding your raise, I’m sorry, but you won’t be getting one. 關於你的加薪事宜，很抱歉，你不會被加薪。

Part D: Finding the Right Person 4. limit [`l6m6t] n. 限制 The cakes are so popular that there is a limit on how many a person can buy. 這款蛋糕非常受歡迎，所以每人能購買的數量有限。 5. finance [fa6`n1ns] n. 財政；金融 People who work in finance must be good at math. 在財務部工作的人數學一定很好。 6. increase [6n'kris] v. 增加 Our company needs to increase the number of workers it has. 我們公司需要增加員工人數。

Part D: Finding the Right Person 7. form [f7rm] n. 表格 You must give the form to me before the end of the week. 你必須在本週結束前給我那張表格。 8. sign [sa6n] v. 簽名 Can you please sign this document? 能請您簽署這份文件嗎？ Extension sign up 申請、報名參加（某機構）；訂閱（某雜誌） Carol signed up to join the chess club at school. 卡蘿申請參加學校的棋藝社。 I signed up for a one-year subscription to the cooking magazine. 我訂閱一年份的烹飪雜誌。

LANGUAGE NOTES: Phrases Part D: Finding the Right Person LANGUAGE NOTES: Phrases (be) responsible for 為……負責 The airline isn’t responsible for lost luggage. 這家航空公司不負責行李遺失的問題。 give out 分配；分發 The company is giving out free samples. 公司分發出免費的樣品。 find out 找出；查出；發現 Did you find out how many people are coming? 你查明有多少人會來了嗎？

Part D: Finding the Right Person ENGLISH CORNER C F E D B A

Part D: Finding the Right Person c a b d

Part D: Finding the Right Person Sample Dialogue A: Hello, Human Resources Department, Jenny speaking. B: Hi. I want to talk to someone about getting a new extension number. A: I’m sorry, but I can’t help you with that. B: Oh, who should I talk to? A: I think you should contact the IT Department.

Part E: Making an Appointment Open with default media player

Part E: Making an Appointment D A

Part E: Making an Appointment B C

Part E: Making an Appointment LISTENING COMPREHENSION b c b

約定會面時間 Part E: Making an Appointment 麥特‧霍納正在和約翰‧安柏敲定會議時間。 約翰：哈囉，我是約翰‧安柏。 麥特：嗨，約翰。我是麥特‧霍納。很高興終於找到你了。如果可以的話，我想和你安排會議時間。 約翰：聽起來很好。你什麼時候有空？ 麥特：嗯，我希望下週能飛去和你開會。你下週三有空嗎？ 約翰：事實上，我那天有其他的計畫。週四見面可行嗎？ 麥特：沒問題。十二點半見面，一起吃午餐如何呢？ 約翰：好。你有特定想去的餐廳嗎？ 麥特：我飯店裡的那一家如何呢？它叫做「樹木園」。我聽說那裡相當不錯。 約翰：好。我下週四十二點半會抵達那邊。 麥特：那到時見囉。

LANGUAGE NOTES: Word Bank Part E: Making an Appointment LANGUAGE NOTES: Word Bank 1. schedule ['sk5d.8l] v. 排定（在某個時間） That company wants to schedule an interview with me! 那間公司想和我安排面試！ Extension schedule n. 行程表 I would love to, but I’m going to have to check my schedule first. I’ll get back to you. 我是很想去，不過我要先確認我的行程。我再給你答覆。 2. certain ['s-tx] adj. 確定的；某種或某些的 Only certain people were allowed to go to the event. 只有某些特定的人被允許參加那個活動。

LANGUAGE NOTES: Phrases Part E: Making an Appointment 3. quite [kwa6t] adv. 十分地；相當地 I’m quite sure that I don’t have to go to work today. 我相當確定我今天不用去上班。 LANGUAGE NOTES: Phrases set up 安排 Rob set up a meeting with all of his workers. 羅伯安排了一場和所有員工的會議。 fly out 搭機離開…… We were going to fly out tonight, but the weather got too dangerous. 我們原本今晚要搭機離開，但氣候狀況變得太危險了。

Part E: Making an Appointment LANGUAGE NOTES: Sentence Patterns Would it be possible to + V. 是否可能做某事 Would it be possible to close the store early? 我們是否可能提早關店呢？ How about + N./V-ing . . . ……如何；……好不好 以 how about 開頭的句子常用來提供建議，about 後面接名詞，若遇動詞，須改為動名詞。 How about some cheesecake for dessert? 點心吃乳酪蛋糕好不好？ How about walking to the bus stop together? 一起走去公車站如何？

Part E: Making an Appointment ENGLISH CORNER

Part E: Making an Appointment set up possible fly out schedule certain

Part E: Making an Appointment A: Hello, Walter. Would it be possible to meet tomorrow? B: I’m sorry, Renee. I’m busy all day tomorrow. A: When can you meet? B: How about Friday? A: OK. Let’s schedule a meeting for Friday. Sample Dialogue

REVIEW A C Part A: Photographs Listen and choose the sentence that best describes the photo. A (A) The woman is paying with a credit card. (B) The woman is writing a check. (C) The woman is about to fly out. (D) The woman isn’t available. (A) The woman is leaving a message. (B) The woman is using her cell. (C) The woman is signing a form. (D) The woman is transferring a call. C

REVIEW C B Part B: Question and Response Listen and choose the best response to the sentence you hear. _____ 3. _____ 4. C Who is responsible for taking messages? (A) I never scheduled one. (B) You need a new extension number. (C) Actually, we all are. Would it be possible to schedule a meeting for Friday? (A) Please hold, and I’ll transfer your call. (B) I’ll find out if everyone can come then. (C) Sure. I have his extension number. B

REVIEW B C B _____ 5. Shelley left a message for you. _____ 6. _____ 7. Shelley left a message for you. (A) When did you set it up? (B) Does she want me to call her back? (C) I never give out my cell phone number. Who can I talk to regarding my computer? (A) There’s a certain one that everyone wants. (B) I don’t think anyone left you a message about it. (C) Jane can help you with that. How may I direct your call? (A) Let’s schedule it for this afternoon. (B) I need to talk to Mr. White. (C) How about meeting with Joe? C B

REVIEW D A C Part C: Short Conversation Listen and answer the questions. D A C

REVIEW Audio Transcripts W: Good afternoon, Legal Department. M: Hi. I need to talk to someone regarding interviews. W: I’m sorry. You need the Human Resources Department. Let me transfer your call. M: Thank you.

LESSON 2 Telephoning -The End-