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Business role play
Telephone Tennis
OBJECTIVE: Practise telephone expressions PLAYERS: 4 MATERIALS: Score sheet (page 2 of this document) Call cards (page 3 of this document) DURATION: ~ 20 mins
RULES The game consists of 4 rounds
Round 1
wStudent A is the caller wStudent B is the telephonist wStudent C is the receiver wStudent D scores the players
Gameplay
wStudent A picks a call card, reads it and passes it round to the other players wStudent A initiates the game by telephoning the telephonist who is Student B in Round 1 wStudent D scores the other players
Round 2
wStudent A is now the telephonist wStudent B is the receiver wStudent C keeps the score for Round 2 wStudent D now becomes the caller
Endgame
wWhen each player has played out each role, the total scores are calculated to find the winner.
Telephone Tennis Score Card INSTRUCTIONS Score players on their use of telephone English from 1 to 3. (3 is a high score) A
Names ð
B
C
D
........................ ........................ ........................ ........................ Expressions CALLER This is .... calling from .... Could I speak to .... on extension .... ? I’d like to speak to the person in charge of .... Could you ask .... to call me back? Could I leave a message? When will .... be available? Would you mind spelling that for me, please? TELEPHONIST How can I help? Can I ask who’s calling? Please hold the line Please don’t hang up I’m putting you through now I’m afraid .... is ... Would you like to leave a message? Would you like me to ask .... to call you? RECEIVER How can I help? How about next .... ? Would .... suit you? Could you say just the last part again, please? My email address is ... Could you spell that for me, please? Could you say that again, please?
You are furious because you have been Caller: You are a finance manager of a shoe waiting 3 weeks for your Internet provider manufacturer called “Steps”. You haven’t received (Timofonica) to install the service. You need to payment for a big order from a foreign client. You fix a time for the technician to come. are on day 65 of a 60 day agreement Telephonist: You work for Timofonica, an Internet provider Telephonist: You work at a big shoe retailer. You receive a call and you receive a call from an angry customer from a foreign supplier. who needs to arrange a time for a technician to Receiver: You are the finance manager for the shoe retailer. come and install the service The payments manager is on honeymoon. Chaos Receiver: You work in technical support for Timofonica, reigns an Internet provider. You can only fix a day and not a time for an installer to visit clients Caller:
You have bought an expensive dining room table but after it was delivered you noticed that it had a big dent in it. You phone the store where you bought it Telephonist: You work in a furniture store Receiver: You are the manager of a furniture store
Caller:
You are production manager of picture frames company called “Framed” and you want to send samples to a manufacturer called “Aparisi S.A.”. You need a contact person, phone, email and exact address. Telephonist:You work for a frames manufacturer called Aparisi S.A.. You pass on a call from a potential client to the production engineer. Receiver: You are the production engineer for Aparisi S.A.. You need to give precise contact details to a potential client. Use your real details. Caller:
You need to postpone an important internal meeting with the human resources manager, scheduled for Friday at 9. Use your real details. Telephonist: You get an internal call from someone wishing to speak to the head of human resources. Unfortunately, she/he is in a meeting until lunchtime. Receiver: You are head of human resources. You get a message from a colleague who wants to postpone a meeting arranged for Friday at 9. Use your real schedule.
www.autoenglish.org
Caller:
You phone The Outlook Hotel to ask about the possibility of a wedding reception. You want to arrange a visit to the hotel, have lunch there and talk to the hotel manager Telephonist: You are the receptionist at The Outlook Hotel. The hotel manager is out of the office and won’t be back unti tomorrow morning Receiver: You are the hotel manager of The Outlook Hotel but you are out of the office until tomorrow morning
Caller:
You are a purchaser for a supermarket chain (use a real name) and you are interested in a foreign supplier of catfood called Mickey Pet Food Telephonist: You work in a catfood manufacturer called Mickey Pet Food. The export manager is in bed with flu Receiver: You are the export manager for Mickey Pet Food, a catfood manufacturer. Sales are down. You are in bed with flu
