ROLE PLAYS Telephoning

CALL 1
Student A Student B
Your name is Christine/Chris Fraser. It's Your name is Alex Smith. You work for
10 o'clock: time to make your phone Newmans pic as Tania Steinman's PA
calls. (You have a meeting from 12 until (personal assistant). It's ten o'clock when
5 p.m.) Your first call is to Newmans pic. the phone rings. Answer the phone and
You want to speak to your business help the caller. (Tania is in a meeting
contact there, Tania Steinman. You often until 12.30, but she is free for the rest of
call the company, so you have spoken to the day.)
Tania's PA (personal assistant) Alex
several times before.
CALL 2
Student A Student B
Your name is Antoine/Antoinette Your name is Frank/Fran Sharp. You
Lecamus. You work for Bouret-Bouget as work for Grove Insurance Ltd. Call
a secretary. Answer the phone and help Bouret-Bouget and ask to speak to the
the caller. Important: your boss, Yves CEO, Yves Martignac. You don't know
Martignac, has told you that he doesn't him, but you want to sell him some
want any phone calls today. insurance. Try as hard as you can to
speak to him - don't listen to the
secretary's excuses! Important: don't say
why you are calling. If you say you want
to sell insurance, the secretary won't let
you talk to the boss.
CALL 3
Student A Student B
You work for RFM Electronics. Someone You would like to buy some electronic
will call and ask about prices and components. Call RFM Electronics and
telephone numbers. Look at these ask about their prices. (Perhaps they can
extracts from your current price list and also send you a price list.) You also have
a problem with a component you bought
internal telephone list and give them the from RFM last month - ask for the
information they need. (The price list is telephone number of the customer
also available on your website service department.
www.rfm-electronics.com.)
CALL 4
Student A Student B
You work for BrightFuture Pharmaceuticals. You work for NDL Inc. Two days ago you
You have received an order from NDL Inc. placed an order with BrightFuture
but you don't have a delivery address. Call Pharmaceuticals. Someone from BrightFuture
NDL Inc. to get the information. You would will call and ask about an address.
also like the email address and mobile
phone number of the person who placed the Your business address is: 1207 Huntington
order in case you have any more questions. Avenue, Suite 142 San Francisco, CA 94090
The address for deliveries is: 1209
Huntington Avenue San Francisco, CA 94090
Your email address is:
purchasing@ndl-corporation.com
Your cell phone number: +1 (202) 841-
4588.
CALL 5. PART 1 Student B
Your name is Hubert Adamczyk. You are
Student A going to phone your client Monica
Thompson from PracklesLtd.
You are Monica Thompson's voice mail! Unfortunately she is not in the office so
Prepare a message saying that you are you will have to leave a message on her
not here and asking the caller to leave a voicemail. Plan what you are going to
message after the beep. Read it out to say, then call her and leave the message.
the caller. Then listen and make a note Here is the information you need
of the caller's message.
CALL 5. PART 2
Student A Student B
You are Monica Thompson. Phone the You are Hubert Adamczyk. You will be in
caller back and leave a message on his and out of the office for the next three
voicemail, thanking him for his help. You days. Prepare a greeting for your voice
are also interested in talking to him mail service, saying when you will be
about a new project - ask him if he can available. Read it out to the caller. Then
call you back some time this week. listen and make a note of the caller's
message.
CALL 6
Student A Student B
Your name is Jay/Jill Thurber and you Your name is Alessandro/Alessandra
work for Soncha Engineering. Your Vieri and you work for Advanta
colleague Gina Wilson is out of the Architetura, an architect's office. Your
office at the moment. Someone will call business partner Gina Wilson from
and ask for her. Take a message, Soncha Engineering sent you an email
checking all the details to make sure you but forgot to include the attachment. it's
understand them. an important document and you need it
by tomorrow. Call Gina and ask her to
send you the document again.
CALL 7
Student A Student B
Your name is David/Davina Walker and Your name is Rosanna/Ross Wall and
you work for HSF Banking Services. Your you work for Bernes insurance. Your
customer Sal Larkin from Bernes colleague Sal Larkin is out of the office
Insurance left a message for you, asking at the moment. Someone will call and
if you could meet him next week to talk leave a message for him. Write down
about his company's investments. Call him the message, checking all the details to
and arrange a meeting. (You are free all make sure you understand them. Make
day on Monday and Wednesday, and sure you get the person's office phone
on Thursday morning.) Here is your number and mobile number.
business card with your phone numbers in
case you have to leave a message.
CALL 8. PART 1
Student A Student B
Each box represents one hour - the Each box represents one hour - the
yellow boxes are when you are busy yellow boxes are when you are busy
with different appointments, for with different appointments, for
example a meeting with a client, a sales example a meeting with a client, a sales
presentation, dinner with a business presentation, dinner with a business
partner, etc. partner, etc
CALL 8. PART 2
Student A Student B
Call 1. You want to meet your partner next Call 1. Your partner wants to meet you next
week. You need at least two hours for the week. He/She will call you to arrange a time
meeting. Call your partner and find a time to meet. (Remember that you are busy at the
when you are both free. (Remember that you times marked by the yellow boxes.)
are busy at the times marked by the yellow
boxes.) Call 2. Something has come up and you
need to change the time of the appointment
Call 2. Your partner will call you about the with your partner. Call him/her, explain why
appointment. you need to change the appointment, and
find a new time.
Call 3. Your last meeting went on longer than
you expected, and you are going to be late Call 3. Your partner will call you about the
for your appointment with your partner. Call meeting. He/She is talking on a mobile
him/her on your mobile phone and let phone and the connection is not very good.
him/her know. You will need to ask him/her to repeat some
things.
CALL 9
Student A Student B
While you were on a business trip to the You work for a car rental company
UK last week you hired a rental car from called Easy Auto. A customer will call
Easy Auto. You have just received the bill you to make a complaint. Deal with the
and found a mistake. Call Easy Auto and complaint as politely and efficiently as
complain . you can. Note: you were on holiday last
week, so any mistakes made then were
not your fault!
CALL 10 Student B
You work for Klupp, a Swiss engineering
Student A company. TransFast, a British translation
agency, recently translated your website
You work for a British translation agency into English. However your boss has
called TransFast . A customer will call found some mistakes in the translation.
you to make a complain . Deal with the Call TransFast and complain.
complaint as politely and efficientIy as
you can. Note: you are only responsible
for English/French translations, so
problems with other languages are not
your fault!
(JUST AN EXCERCISE IN CASE SPELLING IS NEEDED)

Student A Student B
First spell the place names below (1- 4) for your partner. First write down the words your partner spells for you. (1-4).
(The words in brackets tells you where you can find these
places - they do exist!) 1
1 Ambato Finandrahana (Madagascar) 2
2 Narvskoye Vodokhranilishche (Estonia) 3
3 Thabana-Ntlenyana (Lesotho) 4
4 Lubuklinggau (Indonesia) Did you get it right? Spell the words 1-4 back to your
partner to check your spelling.
Then write down the words your partner spells for you (5-8).
Finally, spell the place names below (5-8) for your partner.
5 (The words in brackets tells you where you
6 ______________________ _ can find these places - they do exist!)
7 5 Xinjiang Uygur Zizhiqu (China)
8 6 Vyerkhnyadzvinsk (Belarus)
Finally, spell the words 5-8 back to your partner to 7 Romorantin-Lanthenay (France)
check your spelling. Did you get it right? 8 Mariscal Estigarribia (Paraguay)