H. Underline the alternative in italics below that is more natural.

1. Good morning, ICT. Teresa is speaking. Can I help you? / How can I help you?

2. I want to speak / I’d like to speak to someone in your market research department.

3. Please can I have your name? / Can I please have your name? / Can I have your name, please?

4. I’m / It’s Monika Weber.

5. OK, please hold / wait in line while I try to connect you.

6. Gainfranco is speaking / I’m Gainfranco.

7. I’m calling to know / ask a few questions of / about your market research services.

8. Of course, Monika. How can / would I help you?

I. Look at the phrases a-d then answer the questions below.

a The reason I’m calling is…

b Perhaps you could help me. I’d like to speak to someone about…

c I’m calling in connection with…

d I don’t know if I’m through to the right department, but I’m calling to ask a few questions about…

1. Which two phrases immediately give the reason for your call? __ __

2. Which two phrases ask for help or general information? __ __

Reading.

Part II. Telephoning: messages.

The phrases you need.

Ask the caller to wait.

Just bear with me for a moment.

Can I put you on hold?

Right, sorry to keep you waiting.

Explain someone is unavailable.

He must be in meeting.

Sorry, she’s out of the office / on another call.

Ask for information.

What’s it in connection with?

Can you give me your name?

Can I take your number?