Description
B1 INTERMEDIATE
Project: CALLS & EMAILS
SERVICIOS DE IDIOMAS PARA EMPRESAS
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USEFUL SITES
www.elt.oup.com/student/englishfile/?cc=ar&selLanguage=en www.ego4u.com/
www.esl-lab.com/ www.elllo.org www.newsy.com
www.world-english.org/listening.htm www.thetechclassroom.com/home/usingtedtodeveloppresentationskills www.pinterest.es/eservices2015/
www.cristinacabal.com/ www.eslpuzzles.com/index.html (games) www.eslgamesplus.com/classroom-games/ (games)
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PROJECT MINDMAP I
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PROJECT MINDMAP II
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PART 1: TELEPHONE ENGLISH
Speaking 1. Discuss the following questions:
How often do you have to speak on the phone in English?
Do you find it difficult? If so, why? Are telephone conversations in English part of your job? Will they be part of your job in the future? Are work calls in English easier or more difficult than other calls in English?
VIDEO: Making Phone Calls 2. Watch the video: Talk about the different expressions used in the formal and informal call.
https://www.youtube.com/watch?v=g3ir7_OlxlI
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I. CONNECTING PEOPLE
1. Complete the following telephone conversation with appropriate phrases:
2. Listen and check your answers. 3. Practise the conversation in pairs (use names of people you call at work)
REMEMBER It is correct to say: CALL ME (NOT: CALL TO ME!)
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Telephone - Connecting 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
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II. ARRANGING AN APPOINTMENT Listen to the following conversation as you read:
Michelle: Peter: Michelle:
Mr Hibberd’s office! Hello, can I speak to Brian Hibberd, please? I’m afraid he’s in a meeting until lunchtime. Can I take a message?
Peter:
Well, I’d like to arrange an appointment to see him, please. It’s Peter Jefferson here.
Michelle:
Could you hold on for a minute, Mr Jefferson. I’ll just look in the diary. So when’s convenient for you?
Peter: Michelle: Peter: Michelle: Peter: Michelle: Peter: Michelle:
Some time next week if possible. I gather he’s away the following week. Yes, that’s right, he’s on holiday for a fortnight. Well, I need to see him before he goes away. So would next Wednesday be okay? Wednesday . let me see . he's out of the office all morning. But he's free in the afternoon, after about three. Three o'clock is difficult. But I could make it after four. So shall we say 4.15 next Wednesday, in Mr Hibberd's office? Yes, that sounds fine. Thanks very much. Okay, then. Bye.
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VIDEO: The Pallbearer
Before watching: 1.
Have you ever written down some lines before a phone call? If not, would you?
https://www.youtube.com/watch?v=ef77ViM-f14
Watch the movie segment: 1. 2.
What do you think about his strategy? Did it work? Describe the scene. How will it continue?
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What expression(s) is(are) used to…? a) Give bad news? b) Ask somebody to wait? c) Asking for availability? d) Suggesting a date? e) Rejecting a date?
Telephone - Appointments 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
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Speaking ROLE PLAYING SUGGESTIONS
Here are some role plays for you to practise your telephone English.
Here are some role plays for you to use in practicing your telephone English.
I. REQUESTING TRAVEL INFORMATION Requesting Travel Information Student A: Choose a city in your country. You are going to travel to this city for a business meeting over the next weekend. Telephone a travel agency and reserve the following:
Round-trip flight
Hotel room for two nights
Restaurant recommendation
Prices and departure times
Student B: You work in a travel agency. Listen to student A and offer him/her the following solutions:
Round-trip flight: Air JW $450 Coach, $790 First Class
Hotel room for two nights: Hotel City $120 a night in the downtown area, Hotel Relax $110 a night near the airport
Restaurant Recommendation: Chez Marceau - downtown - average price $70 a person
LEAVING Leaving aII.Message
A MESSAGE
Student A: You want to speak to Ms Braun about your account with her company, W&W. If Ms Braun isn't in the office, leave the following information:
Your name
Telephone number: 347-8910 (or use your own)
Calling about changing conditions of your contract with W&W
You can be reached until 5 o'clock at the above number. If Ms Braun calls after 5 o'clock, she should call 458-2416
Student B: You are a receptionist at W&W. Student A would like to speak to Ms Braun, but she is out of the office. Take a message and make sure you get the following information:
Name and telephone number - ask student A to spell the surname
Message student A would like to leave for Ms Braun
How late Ms Braun can call student A at the given telephone number
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III. TAKING AND LEAVING A MESSAGE
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Vocabulary Complete the sentences using the correct words from the box
speak - let - reach - tell - is - call A: "Hello, ABC Company."
B: "Hi, this _______ Janet from Consult R Us. May I _______ with Alex please?" A: "He's in a meeting right now. Would you like to leave a message?" B: "Yes. Can you have Alex _______ me back when he is available? My name again is Janet, and he can _______ me at 555-987-6543." A: "It's Janet at 555-987-6543. Can I _______ him what this is regarding?" B: "He sent over a fax, and the last page didn't print out. I will need for him to resend the fax to me." A: "I'll _______ him know." B: "Thank you." A: "Thank you for calling ABC." B: "Good bye." A: "Bye."
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Telephone vocabulary in British and American English This is a summary of the most important vocabulary differences above plus a few more that are rarer to actually say during phone calls but could come up when discussing the topic of telephoning, such as the emergency phone numbers “nine nine nine” (UK) and “nine one one” (USA). Ones with a star (*) are also fine in the other kind of English.
brackets/ parentheses (= ()) cheers/ thanks* directory enquiries/ directory assistance
email someone*/ mail someone engaged (tone)/ busy (signal) (= on another line) free phone (number)/ toll-free (number) full stop/ period (= .)
give some a ring/ give some a call* hash key/ pound key (= #) mobile (phone) (number)/ cell(phone) (number) nine nine nine/ nine one one (= emergency phone number) oh/ zero* oh eight nine eight number/ nine hundred number or one-nine hundred number (= premium rate phone number) on holiday/ on vacation* phone box/ phone booth (= public phone) postcode/ zip code put someone through/ connect someone* or transfer someone’s call reverse the charges/ a collect call (= the person who receives the call pays) ring someone/ call someone* (= telephone someone) text someone/ send someone an SMS zed/ zee (= Z)
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VIDEO: “Learn 10 Telephone Phrasal Verbs” 1. Watch the video and complete the chart below
PHRASAL VERB
MEANING
EXAMPLE
Ring up
Speaking 2. Work in pairs. Use at least 5 phrasal verbs from exercise 1 and role play a telephone conversation.
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Here are some common phrases to help you speak politely on the telephone in English Answering the phone Good morning/afternoon/evening, York Enterprises, Elizabeth Jones speaking. Asking for the caller’s name Who’s calling, please? Could I take your name, please? Introducing yourself This is Paul Smith speaking. Hello, this is Paul Smith from Smith Brothers Ltd. Asking for someone Could I speak to John Martin, please? I’d like to speak to John Martin, please. Could you put me through to John Martin, please? Could I speak to someone who … Explaining absence I’m afraid Mr Martin isn’t in at the moment. I’m sorry, he’s in a meeting at the moment. I’m afraid he’s on another line at the moment. Putting someone on hold Just a moment, please. Could you hold the line, please? Hold the line, please. Problems I’m sorry, I don’t understand. Could you repeat that, please? I’m sorry, I can’t hear you very well. Could you speak up a little, please? I’m afraid you’ve got the wrong number. I’ve tried to get through several times but it’s always engaged. Could you spell that, please? Putting someone through (connecting someone) One moment, please. I’ll see if Mr Jones is available. I’ll put you through. I’ll connect you. I’m connecting you now. Taking a message Can I take a message? Would you like to leave a message? Can I give him/her a message? I’ll tell Mr Jones that you called. I’ll ask him/her to call you as soon as possible.
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EMAIL ENGLISH
Speaking Discussion Questions How often of you exchange emails with co-workers, clients or business partners? Is there anything you pay special attention to when you write an email? Is there anything that annoys you about the emails you receive? Infographic Look at the following infographic presenting 6 rules of email etiquette. Order them according to their importance and give reasons. Then, compare your list with a partner.
1. ________________________ Why? ________________________ 2. ________________________ Why? ________________________ 3. ________________________ Why? ________________________ 4. ________________________ Why? ________________________ 5. ________________________ Why? ________________________ 6. ________________________ Why? ________________________
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BUSINESS ETIQUETTE
How to write emails properly
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VIDEO: “Proper email etiquette with corporate comedian Greg Schwem” Watch the video: 1. What email etiquette rules were broken? 2. How can you improve it?
https://www.youtube.com/watch?v=0-Mmp_hGVRY
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Get the right style and tone for your reader I. FORMAL OR INFORMAL? A) Match the informal expressions (1-15) with their neutral/formal phrases (a-o).
INFORMAL
NEUTRAL/FORMAL
B. Rewrite the following emails by substituting the phrases in italics with more informal phrases.
EMAIL 1
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EMAIL 2
EMAIL 3
C. Fit the most appropiate word or phrase from the list into the twelve sentences below
THANK YOU – APOLOGISE – GOT – INFORM – TELL – REPORTS – SORRY – LET YOU KNOW – REQUIRE – NEED – RECEIVE - THANKS
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Get the right style and tone for your reader II. OPENING AND CLOSING A) Match the email beginnings (1-8) with the endings (a-h)
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B) Match the beginning and ending pairs in section A with the descriptions (1-8) below:
C) Read the following sentences. Decide if they are beginnings or endings. Then, decide if they are neutral or informal.
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Correct the Mistakes 1. We are only five on our team. 2. I would rather to work from home than come to the office. 3. We’re used to have a lot of work to do, so meeting the deadline won’t be a problem.
4. My client sent me an email but I haven’t replied her yet. 5. Maybe I’m going to finish this today. 6. Please borrow me your badge so I can get into the storage closet. 7. I can’t finish this by the end of the day. Even though I spend all day on it, I won’t finish on time. 8. Probably, I’ll go to the beach on Saturday. 9. The Old Man and the Sea was written for Ernest Hemingway. 10. Our office is near to the airport, so it will be easy for you to get here. 11. We have many stuffs to do this week, so I don’t know if I can go to English class. 12. Despite I was tired, I came to work today. 13. If we had a gym here, I can work out after work. 14. I always try to do things very careful and make sure I do them correct. (two mistakes) 15. We have people from all over the world here: India, United States, Venezuela, Canada, United Kingdom, Germany, and France. (two mistakes) 16. Are we going to have to work overtime again this week? I hope no. 17. Yesterday, he told me that he will send the email after lunch, but he didn’t do it. 18. My schedule often changes, but I normally work since 9 a.m. to 6 p.m. 19. I thought you were still with Microsoft. When did you stop to work there?
20. I’m not pretty sure about what we should do. 21. How long time did you work in the public sector? 22. Do you know where is the restaurant? 23. He is well-experienced, so we know that he can do the job. 24. Who is in charge to decide which printer to buy? 25. I had a hard time getting in touch with my supervisor. After calling for hours, I finally could get in touch with her.
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Grammar Prepositions in Business Emails Complete the sentences with the correct preposition. 1. Attached are the details _______your purchase. 2. Thank you _______ bringing this matter _______ our attention. 3. According _______ our records, these invoices have not been paid.
4. Please let me know if I can be _______ assistance. 5. Thank you for inquiring _______ our product line. 6. I'm writing to express my dissatisfaction _______ the customer service I received. 7. I'm forwarding your request _______ our sales team. 9. A representative will be waiting _______ you _______ the airport. 10. Please contact me _______ your earliest convenience. 11. We apologize _______ any inconvenience this may have caused. 12. Your order should be ready _______ shipment by the end of the week. 13. I have some questions _______ the policy change.** 14. Thank you _______ advance for your help with this matter. 15. I'd like to follow up _______ our conversation from yesterday. 16. I look forward _______ hearing _______ you. 17. Could you please take a look _______ this for me? 18. Please get back _______ me as soon as possible.
19. Could you please give me an update _______ your progress? 20. Would you be interested _______ receiving our quarterly newsletter? 21. I should have an answer for you the _______ end of the day at the latest. 22. On behalf _______ the entire company, I'd like to welcome you to the team. 23. We're still looking _______ the matter. We should have an answer for you
tomorrow. 24. I need to check _______ my supervisor first.
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VIDEO: “Prequel: A funny look at email”
Watch the video about email safety: 1. What different alternatives do they mention? 2. Do you use any of them? 3. Give your opinion about email safety
https://www.youtube.com/watch?v=HS9U0Q4Pyxo
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The Biggest Do's and Don'ts of Video Conferencing
THE BIGGEST DO”S AND DON’TS OF VIDEO CONFERENCING Video conferencing has quickly become a business standard in many industries. New technology has made it easier than ever to connect with partners, clients and employees across the globe. It’s important for businesses to effectively train their employees about videoconferences as it becomes more widely used throughout the world. Here are 10 do’s and don’ts that I believe elevate the overall experience of a video conference. Do: Mute your microphone whenever you’re not speaking -- even if you’re alone in the room. Background noise can be an annoying distraction and stifle any meeting’s flow. Do: Be aware of your video’s settings. Check if your microphone is muted before delivering a twominute monologue that no one will hear. Don’t: Position your camera too low, too high or hooked onto a different monitor. Weird camera angles can be very distracting -- and unflattering -- during video conference calls. Make sure your camera is eye level and on the monitor you plan to use for the conference. Do: Make sure your room is well lit (side lighting is the best). Few things are worse than having a professional meeting while feeling like you're talking to someone in a dungeon. Use natural light from windows or simply turn on the overhead light in the room to brighten up the conference. Do: Wear appropriate clothing. I know it can be tempting -- especially if you work from home -- to wear a work shirt and athletic shorts but dress as if you're meeting face to face. You never know if you're going to have to get up suddenly or if your camera might fall. So wear clean, professional clothing for your video calls. Do: Your wall art or decorations should be work appropriate and your surroundings clean. If your room looks like a college dorm room after a bender, clean it or find a different room. This also includes your desk! Avoid having multiple coffee mugs, dishes and trash on the surface. Do: Test your microphone before you video call, especially if it's an important meeting. Test it by video conferencing your colleague before the meeting. Nothing is worse than trying to share something critical, and not being able to communicate clearly because your audio clarity and volume is poor. Do: If you're in a group call without video, introduce yourself before you talk. Consider something like "Hi it’s Jim, I have a question.” While several programs will notify you as to who is talking, conference line numbers will not. Therefore, be polite and introduce yourself. Don’t: Check or read emails or peruse articles while on the video call. This also includes doing additional work beyond the call. It’s easy for other participant’s to tell if you aren't fully focused and present during the video call.
Do: When you're talking, look into the camera instead of looking at yourself talking on the computer screen. It will help others on the call feel like you're 100 percent engaged and present. It’s important to remember that video conferences are essentially in-person interactions that allow businesses to communicate more effectively.
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After reading: -
Which are the most important ones according to you? Would you add any other one?
VIDEO: “Back to the Future II” Are there differences between what this 1989 movie shows videoconferences would look like in 2015 and today?
https://www.youtube.com/watch?v=Km6bFBSVty4
Work in groups How will communication be like in 25 years?
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VIDEO: “The Fifth Estate”
Watch the movie segment: 1. 2. 3.
Make a list of all the advancement in technology you managed to see in the segment. What is the movie about? Which other advances in technology can you think of? Complete the following mind map:
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PRONUNCIATION CORNER
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Logic Puzzles
Solution: http://www.folj.com/puzzles/difficult-logic-problems.htm
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GAMES Games are a fun way to practise English – it can be a really motivating way to learn the language.
http://www.eslpuzzles.com/grammargames.html http://www.eslpuzzles.com/vocabularygames.html
http://www.eslgamesworld.com/members/games/grammar/index.htm
https://lingual.net/game/ https://www.eslgamesplus.com/synonyms-esl-vocabulary-games/
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SONGS You can learn english through music and the lyrics of your favourite song!
You can use the web version or download the app on your smartphone! https://es.lyricstraining.com/ en 32
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IRREGULAR VERBS
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IRREGULAR VERBS
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GRAMMAR I learned: I found it difficult to understand: I still need to revise: I found it useful: VOCABULARY These are some of the words and expressions I learned how to use:
1 2 3 OVERALL DEVELOPMENT 1 Participation in class Motivation Commitment (attendance, punctuality, homework, etc.)
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