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Overview: Block 3 VTC LAN6030

VE & CS

Overview: Block Three


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I. Competency
Can make and deal with routine telephone calls in the workplace

II. Learning Focus


A. Steps in taking and leaving a message
1. Answering a phone call
 Good morning, Sunshine Travel. May I help you?
 Good afternoon, Dr. Chan’s office. Can I help you?
 Good morning, Sam's speaking. What can I do for you?
2. Initiating a call
 Good morning. This is Paul Mak of Bright Engineers.
 May I speak to Ms. Chan, please?
 I'd like to speak to Mr. Chan, please.
3. Requesting a call transfer
 Could you put me through to Mr. Chan, please?
 Could you connect me with the section where I can get information on ...?
 I'd like to speak with someone who can give me information about ...
4. Putting through and transferring calls
 Just a moment, please, and I'll get her for you.
 Hold on please. I'll put you through.
 I'm sorry, but she is on another line right now. Could you please hold on?
 I'll put you through to the ... section.
 I'll transfer your call to Mr. Chan.
 I'll put you through to someone who can help you.
5. Offering to take a message
 I'm sorry. He’s not here right now. Can I take a message?
 I’m afraid he’s not in. May I take a message?
 Would you like me to give him a message?
 Would you like to leave a message?
6. Leaving a message
 May I leave a message?
 Could you take a message?
 Could you give her/him a message?

Date of Revision: July 2007 Page 1 of 3


Overview: Block 3 VTC LAN6030
VE & CS

7. Asking for name and number


 I'm sorry. She's not here right now. If you give me your name and number,
I'll ask her to call you back.
 I'm sorry, he's in a meeting now. Would you like to leave your name and
number?
 What's your telephone number, Mr. Chan?
 Could you tell me your number?
 Could I have your name / company name, please?
 May I have your name and number, please?
8. Clarifying information
 Could you spell that, please?
 Could you spell your company name, please?
 Did you say your telephone number was ...?
 Sorry. Is that 30 or 13?
9. Checking & confirming details
 So, that's ...
 Let me check your ...
 So you would like Mr. Chan to ...
 So you're going to ...
10. Ending a call
 I'll give the message to Mr. Chan as soon as he returns.
 I look forward to seeing you.
 Thank you for calling/your call.
 You're welcome.
 Thank you. Goodbye.

B. Language Focus
1. Modal Verbs
 May I speak to Mr. Chan, please?
 I would like to speak to Mr. Chan, please.
 Could you spell that, please?
2. Phrasal Verbs
 Put (you) through
 Hold on
 Pass (the message) onto (someone)

Date of Revision: July 2007 Page 2 of 3


Overview: Block 3 VTC LAN6030
VE & CS

III. Learning Materials and Homework


A. TLP Worksheets
1. WS 3a-3h (core)

B. Grammar Focus
1. GF 3-1(core)
2. GF 3-2(core)

C. Homework
1. TB – Teacher’s Book p.91
2. TB p.90-91

D. Games
1. Game for Block 3-1
2. TB – Teacher’s Book p.83 Activity Worksheet

E. Vocabulary list for Block 3

F. Textbook
1. TB: Unit 5 “On the phone”
 Part A: Answering the phone
 Part B: Calling for information

Notes
TLP-Teaching & Learning Package
WS-Worksheet
GF-Grammar Focus
TB-Textbook

Date of Revision: July 2007 Page 3 of 3