CABOT MANAGERS

package store (packy), liquor shop, off-license, state store, ABC store...

Another thing to think about when talking on the telephone is formality. It's important to use the right level of formality – if you are too formal, people might find it difficult to feel comfortable when they talk to you. On the other hand, if you are too informal, people might think you are rude!

Generally speaking, if you are talking to someone in a business context, you should use could, can, may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take a message?' 'Would next Wednesday be okay?'. You should also use please and thank you or thanks very much whenever you ask for, or receive, help or information.

It's important to show politeness by using words like would, could, please, thank you etc. But it's also okay to use some of the features of informal/spoken English - short forms, phrasal verbs and words like okay and bye - in other words - everyday English! So phrases like I'm off to a conference..., no problem, bye! and hang on a moment and I'll put you through are perfectly acceptable, as long as the overall tone of the conversation is polite.

Answer

My summer holidays were a complete waste of time. Before, we used to go to

New York to see my brother, his girlfriend and their three screaming kids face to

face. I love New York, it's a great place.

But my parents were so worried because of the terrorism attack on September

11 that they decided we would stay in Scotland and spend two weeks up north.

Up north, what you see is what you get - nothing.

I was extremely bored in the middle of nowhere. Nothing but sheep and

mountains.

GRAB A PARTNER!

We're going to do some phone role-playing!

Now we'll look at our "hot topic" : texting.

CUL8R (see you later),

LOL (laughing out loud),

FTF (face to face).

One last tip - it's better to ask for help or clarification when you're having a telephone conversation, than to pretend you understand something that you didn't. It's perfectly acceptable to use phrases like 'Could you repeat that, please?' 'Could you speak a little more slowly, please?' and 'would you mind spelling that for me please?' Using phrases like these will help make sure that you have a successful phone call, and may save you from lots of problems later on. You could always say that the line's very bad today if you can't hear very well. And it's also a good idea to practise words, phrases and vocabulary before you make the call!

The Professional Life of

B

You are the receptionist at Medical centre, the

doctor’s clinic. You have no free appointments

on Thursday 5th as the doctor will be away that

day. The next day the doctor is free is Monday

9th.

Answer the telephone and help the patient

make a new appointment.

- How often do you use your mobile phone? What do you use your mobile for?

- How often do you send text messages?

- How long is the average text message that you send?

- How much do you spend on your mobile phone?

- How often do you change your mobile phone?

- What would your life be like without a mobile phone?

This is part of an essay written by a Scottish 13-year-old secondary

school pupil. Read the texting and ‘translate’ it into English.

My smmr hols wr CWOT. B4, we used 2 go 2 NY 2C my bro, his GF & thr 3 :-@ kds FTF. ILNY, its gr8.

Bt my Ps wr so {:-/ BC o 9/11 tht thay dcdd 2 stay in SCO & spnd 2 wks up N. Up N, WUCIWUG -- 0. I ws vvv brd in MON. 0 bt baas & ^^

Scenario 1:

A

You need to telephone your doctor. You have

an appointment on Tuesday the 3rd at 16.45 but

you need to change it to Thursday the 5th at

15.00. On Monday 9th you are busy all day, but

Tuesday 10th you have a free day.

Telephone the doctor’s clinic and speak to the

receptionist. Make a new appointment.

Lately, some people have been concerned that the explosion in text

messaging among young people is having a negative effect on their literacy

skills. However, a recent study at the department of communication and

science at City University in London compared the spelling and punctuation

of 11 and 12-year old texters and non-texters, finding no significant

differences between the two groups.

It is important when texting to be fast and concise. This is to save on time

and space. A reader who is unfamilar with texting will feel lost when they see

abbreviations, acronyms and emoticons. For texters, this ‘language’ is easy

to read and easy to write.

The debate about the harmful effects of texting started a few years ago.

Teachers began noticing examples of texting language in their students’

exam papers. One case, a 13-year-old Scottish girl who wrote an entire

description of her summer holidays in text language, became famous. Her

teacher sent a sample of the essay to a national newspaper and readers

sent in hundreds of letters giving their opinion.

CABOT MANAGERS

B

You work at Smith and Jones Publishing

Limited, in an office with one other person. He

or she is in an important meeting and you are

taking messages if anyone telephones.

Answer the telephone and take a message

Scenario 2

A

You need to telephone your partner at his or

her office. You planned to be home early today

so you could go out for dinner together but you

have to stay at work until very late.

Telephone your partner’s office and tell him/her

the bad news! Make sure you say sorry.

Let's chat!

Navigating English

MEETINGS, MEETINGS, AND MORE MEETINGS

Missed some important information

When you're speaking English at work, with whom do you speak?

Where are they from? Do they have a specific accent?

Do you have trouble understanding? What part is hard to understand?

What techniques do you use to keep on top of the conversation? Recording or taking notes?

Call comes at a difficult time

I'm afraid I can't hear you. Could you speak up please?

I'm sorry, I don't follow you.

Could you go over that one more time?

Sorry. I didn't catch that.

Could you run that by me again, please?

I'm sorry, I'm right in the middle of something.

I can't speak right now - can I call you back?

You've caught me at a bad time.

May I call you later?

I'm sorry, I can't take the call right now. Could you call back in 5 minutes?

Finishing the conversation politely

Well, I guess I better get going. Talk to you soon.

Thanks for calling. Bye for now.

Sorry, but I've got to run.

I have to let you go now.

I have another call coming through. I better run.

I'll talk to you again soon. Bye.