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Dialogue (1)

Maria Roberts.
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Could I speak to Mary?

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Can I help you?

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Maria here.

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Is Hla Hla there?

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It's Mg Mg,fromthe Mandalay offtce.

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I'm a colleague of Kyipyar's.

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He's my manager.
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Just a moment, Please.

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We met at a conference last month.

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I'm caliing to discuss the conference.

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I'm phoning about the delivery.

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We need written confirmation of your booking.

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A. I'm sorry. She's not here at the moment.

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Could I speak to Peter, Please?

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No, I'm sorry, he's awaY this week.

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We need to know as soon as possible.

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Right. I'll put you through to the Travel Department.

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could you As soon as you have the information'

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A. When do you think you'll have an answer?

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Could I sPeak to Mrs' Rose?

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What is the credit card number?

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How wouldyou like the goods dispatched?

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What would You like to order?

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And give my regards to Bob.

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A. Yes, bye.
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Speak to you next week then.

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That's OK. SPeak to You soon' decnn c@a8 a8op:$. ocrn:e$:etrSeEErr

Yes, bye.

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Right, well, good to hear from you"

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Yes, nice to talk to you, too.

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Bye for now.

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That's OK. Good to speak to you again'

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Nice to make contact at last. Thank you for c4lling.

Thanks for calling back' Thank you for getting back to me'

Saying you've got the wrong number p${dlo5pqEry af Epqm",5l

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Give him mY regards. Give my regards to Jack. Give me a ring.

Send me an e-mailSee you soon.

e $. $e d sp g, t $, n E 4 n o, $ : e aTg $. $: saq:oo5Q. o:S$|$ $6ciorc5rr qgdeqp Re"0r4t ceptionist $. Secretary eqcaqd s:q$raeq:@:e orcSc8
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Have a good weekend.

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must get on.

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Saying you've got the wrong number (t$-:$ dlc5ge:<u6:e I'm

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I think I've got the wrong number.

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Don't worry.
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That's OK.
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qs-a1 aSop:\.,g$:eaTo:':{ ch$S.-,l$r It's ringing for You. sE qp: oqc6 .2 $:$ Pleq ciox$
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Answering someone else's phone

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Jack Smith's desk.
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OK. You're through.

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Jack Smith's office.

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Saying someone is not available

Jack Smith's phone.

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Sorry, the line's busY at the moment' I e o:: e or eu,rS.'1 $ : { E: er s-ao: e ::: e oc

Jack Smith's number.

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His'line's engaged. I'm afraid.

Jack Smith's extension.

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Would you like to hold?
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Extension 482.
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c:lloor: I'm afraid. He's busY just now'

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He'll call you back in five minutes' q d:8E6 oq8:p,1$:$$eaT'i."-'9$e<-Srr Shall, I try someone else for You? o 6 g o: I f : { @1: o:: a E op: sa q,f q $
Can someone else helP? "c"rE

Offering to take a message oo8: g:coo:q$ cn6:c96:$E: Canltakeamessage? e o oc o (afc cor)r g)co:cD" q6cotsJcv):il
Shallltakeamessage?

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nat$"-5 oco8: grcor:c8, qtlo:o:l I'll take a message if you like. CCCCCC\.C ecoJ": SocJcDqc cal6cD grcor:?e(I)il
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Would you like me to take a message for her?

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Would you like to leave a message?

a8op: cecu::oep o::a;E.jlooY::l Asking for time to PrePare of,1$oqc,8 eo:$$:S6:

Leaving a message

p@ormr oxi$Er
Clarifying details when leaving a message 9:@c:ocn:: co::i. q"%6 saecr:8o'5 oa,;cr5c1:: gE:gE:cuE: oE: e$:@r:$E: Thatis N for November. N co $o8o.:c,Jct) 'T'{" o:q:<Jln (4,S6g"4ocrn:9r<.ilQ N {'o:6ocfiq saqoSq: c3$E

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Just a moment while

I get

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Just hang on a moment then'

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I'll find a note pad. Hold on. o5 g oc q 6 g: oi c5 p: c.:S rr c{E co:: nat n-E $ 9
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Can you hold on while I find a piece of paper? t0 aE op:'1$:{E cor:$ oo gc6o:6 gc6 q$

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Smith, that's spelt

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co6o3atrE:

Could you wait a minute then?

(Smith

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Checking details in messages r:sr8: eo:Q.g:@:: el q I sre cr:8

Sorr),r what was that?
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Was that A for Amsterdam?

that name heregE go:egc.n

d8 Acn Amsterdam o:q:d6or A{ e$:ono:o:rr (o cne: q: g $ qE tn E.r cSop qo5 q 518:co E: go e9 Q o crn: q;

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How do you spell the name of the town? EU\. +ttd{ aEop: oc'S{ o:q:e.-'1E:o11oo}rr Could you say that again more slowly, plesae?
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If there's.no department of that name (g:1 ocp$ c$eenmal)

I'm afraid we don't have a such department. Would you like to speak to...?

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Could you repeat that, please?

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If you think you have made a mistake (o6 mm: coSqca6q: $1q6{ooSo8" coS$SicglS)
i'm sony. I've made a mistake.
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Sorry,
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I'll check the name and number.

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Consolidation PIus When you don't know the person the caller is asking

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Language Focus Asking for a department person (Srt 6 oo"1cSo6p:o9 ce:S$:pE:)

I'm sorryr, but I don't know anyone of that name.

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Can I have the Personel Department? o$ m6:eq: ep g3$" 60oc8.. q$eilooc:
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of

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3. 4.

Could you put rne through to Accounts please? oi8: 8.16 eo: $ E'i orc\}r: em6 g:$ffi : e g oc q8: 9r I $: . fO ii[e to speik in Told in Marketing please'

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Conversation Practice (1) l. Key Finance Company. Can I help you? cB: cop,reep qgc8cnc,lq8u %$r rDJ": qd.S" q$Er1
oobtt Good afternoon. Could I have someone inAcccunts,
please?

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Asking someone to wait ("-{ nQ Etq$ co6f:cn6cor:c'5{ etl:$$:$8:)

1.

2. 3.

Hold the line, Please. ecngp$1$: .g $: c{Ecm:<.ile

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Pacso rr ecDj: ff [g[g: Gt m qc39" f cD o)o g:e: \ l-\ O O(. .l f. c[g"C\)" qscorc)oDsrl Accounts, yes. And your name is....?
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Just a moment, Please. ecnygQl$: act>c.): eo:$<-t1g8rr

4. 5.
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Rob Sparkes" S-F-A-R-K-E-S.

6 61"

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Could You hold, Please? ecn6p$1$:,r $:{E cor: $ E c.'llocor:

Connecting (q$:oqS:eioSESt

1.

Putting you through.

Trying to connect you. Mr Sparkes. co c oc ocore n c ,. 5l9c? qf:o?c3 eJcDoL. lg[3m:eforcD()) cgcrt o<-1116rr (2) Conversation Fractice l. Key Finance Company. Can I help you? cB: cognesp qgoEmolqEu .?$o .rrelp: qd q$Er1 oolqErr Oh, gocd morning. i'd like to speak to Mr.Costa in Il
please.
O.CCil-rBoCe c2: ()ooD ffcDac:orfl mJ:c3lgl|g:

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2, 3. 4.

Ifs ringing for You. aEqp:saqcE $:$$e

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John can takeYour call now' aEo.P:\. q$:4 {EtSEolEil -fou're through now.

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4.

Ann Thompson. sa$: ae$(S)ao$o1n you' 5. fhank Vou. Hold the line, please. It's ringing for
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Communication Problems

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Conversation (1)

An fnvitation
ocD6et e I

A.

I hopethatyou'll be able tojoin me and my colleagues

for lunch at Mr. Black Restaurant after the meeting,

At about 1:30. e r c c
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B.

I'm sorry'. I can't understand what you're saying.

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B.

q$E,Jlocv::n Can you speak up, please? I can't hear you very much.

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A. Oh, right, well, we're laving lunch at Mr.Black

urant after the meeting. At about
1

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0. Would you

like

Atr Oh, OK,

"$:-" yes,

nat$nc.r5 a36c@:c8..<.irr

sorry. She can't see you in the morning

o6:Epi:<.,11o:,:Sn G

to come?

on the 6 th. What about 2:15 in the afternoon?

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B. I still don't understand. I'm afraid.

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B. I still can't hear exactly.

I think we've got a bad line. radsacr4 e@:$Eeo:{rlt (t$t){E: cecrn8: . na$nc.r5
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Conversation(3) Explanation
tcce\ (gc:c\)c:aJcD )

A.

I know that she's busy all moming onthe 6 th. I'm

afraid. After lunch is probably OK. Can I make the

A.

.....and after that you find the small switch located

just

to the left of the main or/offswitch. Press it once and then everything

appoinment for 2:15?

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will

be fine.
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B. Would you mind repeating that, please?

eq:p$ffi: aSop: sDdl{ co6e$:$$8c"loco::n A. There's a small switch-it's just to the left of the onioff
switch. Find that and then press it once.

B. ['m sonl', but that's still too fast for me. o& E pQ: o'lo,:3 rr s1l e o c,r) :d 8 of ep o-r> m q1 $ e c':f m q 33Sg: G$oe$:d,..,11 Language SummarY Responding to Problems

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B. No. I still don't know what you rnearl.

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Conversation(4)

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2"

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q$eo-,8 q::ocupQ$Eq;rr I'm afraid, I still don't understand. . '

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I'd like you send it to me at 70 A\L'est 34 th Street, San

c.rE qr:

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I dol

Diego, C.A and the ziP code is 98102.

8-os?r ao$ $ E8$6saaf34 ?9 aEop: s-aeq $.,a$ ""tf 4 o:6:1 2o G-) 4 Q.e<-':eoatrEcr'lo:cSrr Zip code mecr:?

3. 4.

Can you speak up, please? I can't hear you very well'

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B. Could you speak more slowlY, Please? eq: g$1$: aE op: saeq $. Qp: e g: e g: e$r$

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I still can't hear exactly" I think we've got a bad line. q $ -E d d q mtr el @ : sie o: c8..o1 n q1 $ e o:6 {. I $ : c8'5 :
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A. Yes, of course. T'he address is 70 A, West 34 th Street' San Diego, (A-98102) right?

5.
6.

Would you mind repeating that, please?

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No, I still don't knowwhat you mean'

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Shall t try again when we get to the next station?

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Could you speak more slowly, please? em6pQ1$:

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Q) oSSpoa:qsroD:rr Could you ring me and see

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if we get a better line?

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I'm sorr;r, but that's still too fast for me.

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I'll
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send a fax with a diagram of the plan.'

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Sorry, I didn't catch that. Goo$oil

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I'll

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send you an e-mail with all the details. C q .- e 9.-.C . \ o e C crl cA 6 o:l a c oJ": eo e)3 G o: 6cb sa a; ci rn: o:
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i,

Dealing with Problems

L Is there anyone in your office who speaks Italian? do:cE t","rt"$rdq o:Ep: orEecrr:c6 e8:{.,{:g: $.r1
a)co?:lr

o:6eo:E Q"{cBe,rSn 9. I know-Why don't I send you an e+nail? q$notE a8op:eE S:eo: erQ"ocbaQon
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10.

2.

I'll call you back.

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I'll spell it out slowly for you. 11 E dt g d; E; cn o2: e <r1E: $ o,:5 a E op; sa q cf "A 11. I'll ask my boss to phone you in the morning.
at

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3.

e cr-o r- c' s %ll6cD otgoc coc)t9l:oo:t98o(D[ 4. I think I'll call back rvhen these work-men have finis c c
hed.
8

I'lltry

again later.

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Appointments and Arrangements {$'{nqp';E. Eo[pqpr

A.

Making appointments and arrangements

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(1) Could I make an appointment to see Mr.John? cBsD g$i. .e.Q. 8l$'4n co61$1q6$Eolloc':::r (2) I need tq make an appointment with Mr.Peter.
c _.____ e_ \ Oe O o c .l ()goD ocD2i alfl:eoocDoa f- CO C C cps2ootcD( lgo?os %lf6cD. (3) I think we need a meeting.

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r:loc EPOo6cD:6f. eoqcGcrJ)il (6) May I ask what it's about? ds1 coocBgd{- og$c ec:<-rlqeon
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(3) Could we make it a different

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(1) Yes, that's fine. Friday,2:30. qddrl cDs'l ecDcE:a:":drr eo:@oeE ,s6g:QieE5r (2) So, that's Thursday 29th at 9:30.

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Conversation (1) Hello, Tom Pink's desk.

Oh, hello. Tom. It's Susan here. How's the project goino') "b.

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(1) I just wanted to check the time of our meeting. C O C c o c \ oc O C O c ca I cc.r% s? oe: sa 603 6Le? f q o 06 o: o ca f 6cryl 3a o?
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Not bad, but I think we need it.

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a meeting soon to discuss

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Changing and Cancelling appointments and arrangements

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B: OK. How about lunch time tomorrow?

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OK, fine. See you then.

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Good.morning. ISI Bank.

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OK, fine. We'll see you then. d em n e crn

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B: It's Peter Smith here. Could I make an appointment

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him sometime this week? s-a a ep e oz: E o:: o o 6ci rr 8 o I

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I'll check his diary' What about Friday,

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Yes, thafs fine. FridaY,2:30.

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A: May I ask what it's about?

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B: I'd like to talk to him about some new investments' g a: 6 sa afu sa e @ E' q4 q$ n -8 eQ: $ 6tE: $:$[S g {',
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Taking Telephone Messages oo5o3t1$s$[ p@rcxXqpr4gE;

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Vopabulary (eo1,rnd
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A. (l) This is Mg Mg from ASP Co, Ltd.

(2) CanI leave a message?

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nat$"-E message gocor:{. q88o1ocw::rr (3) Can I speak to Nyomi, please?

(4)

ecnpq:$1$: f aQ ocrn: e$:c8 q$ E ci oo:o: Can you ask him to call me back?
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Can you ask him...?

B: Hello. Can I speak to Tomas Czeska, please?

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A: Who's calling, please?

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This isAnnaLee. oae$oe gar:

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Please?

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A: Just a moment... I'm sorry, the line is busy. Do you want to hold on, or call back later? acv>6cD: eo:$cigEu cg$c o6:gpi:c,'lcaoSg8n <p$:oQE: c mo:ec>: c,3Jl rr qE o$:cBE co:: a;E oc'n: rr s19c<.2d e@a E
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Canlleaveamessage?
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Can you ask him to call me on 0121334 8798?

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you? Hello, AGM Finance. Jana speaking' Can I help

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Yes, of course. Can I have your phone number?

A: I'll give him the message.

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Thank's. Good bye.

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B: Yes, it's 00468 5678 6769.

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A: So that's 00468 5678 6769.

A: Hello. Ikon Technology. Can I help 5'ou? mcc6m,-'1ln q1$c q@:e8:cB ";{ 4Sg$'td*eP
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B: Yes, and let me give you my mobile number. It's 07990

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B:

Good morning. This is Paul Danielsson from

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B: Yes. tr need to talk to her about our meeting' Can you

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Can I have extension 123, Please? ecogg$1$:

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(5) How about Monday? -+ dr"+.4q6ecp: o,rScBolrr (6) Would Wednesday be suitable?
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(10) I can't be able to make Mondav.

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(10) Nice talking to you.

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See you on Friday then.

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(10) I suppose so. I look forvvard to hearing from you when

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(12) The afternoon would be no problem. How about at three?

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Good afternoon, Mr Trent.

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Good afternoon, Julie. Are there any message for me?

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Hi, Karen. How are you?

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Jane

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Fine, thanks and you? ecrr:E:$ir emtr:e;olld

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Not too bad. Abit busy though.

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Hello, Martine. What kind of rveekend did you have?

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: Did you enjoy it?

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morning, Mrs Jansen.
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Dialogue (2)

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See you later.

Frank

: Oh, very busy as usual. There's a letter for you.

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Mrs Jansen: Thanks very much, Frank. Well, I'd letter be going. I've got a lot of work to do.
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: Good morning, Mrs Svensson.

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Frank : Bye.
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Good morning, Alicia. How was your

weekend?
See you later, Frank.

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Dialogue (3)

Alicia

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: Morning Paul. How's everything?

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Good. Are there any messages for me?

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Alicia

: Yes, there's Mr, Hassan from Midtech. Can you

phone him as soon as possible?

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: I'li do that. See you later. Alicia.

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RCL Electronics. Can

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Martin, please?

A. Just a moment. I'll put you through.

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Dialogue (2)

A.
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Could I speak to Harry Paul, please?

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Sorry, who did you want to speak to?

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A. Harry Paul. In the sales department.

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Could I speakto Lud Milla Koh, please?

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A. B.

Could I leave a message for Teresa?

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Lud Milla! I've been trying to ring you all morning.

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A.
B.

Sorry'" Coulci you repeat the name of your company?

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Dialogue (7) A. Could you give me your name, please? a8op:\.f""dd eco6l*p1$: eo:tEccur:r _ Yes, B. of course. It's Karin Vogel.

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Dialogue (8)

B.

Good moming Mrs. Weiss. This is Ellen John from Ost Link Travel.

A.

Could you put me through to Peter Lensky, please?

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Do you know his extension number?

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Witan International. Can I help you?

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B. Could I speak to Mrs. Weiss, please?

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Yes, th.is is Kristina Weiss of Witan. Could

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Oh, it's all right. I'll phone back.

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I must get back to work. Goodbye.

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Could you speak more slowly, please?

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Morning, Julia. This is Paolo Ferrei from BRN.

I'm calling to find out if you got my fax.

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This mbrning. It should have arrived by now.

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Yes, we met at this morning's maketing seminar.

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Yes, That sounds nice.

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Great I'd love to.

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Let me show you some of the sights.

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Fine, that'll give me time to get changed.

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We can give you a l0o/o discount if you order before 30 October.

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We are thinking of buying your products.

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PC Delivery. Good morning.

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What discount would you offer on an order for 100?

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Yes, please do that, and then perhaps you'll call me

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count for such a special order.

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We're ready to order

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We need the goods urgently. Can you dispatch them today?

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order now

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g$reaTq (1) Hello, this is Aye Aye.

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She's due baek tomorrow.

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at the moment'

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B. From about three this afternoon' I e g.e 1cu p! cq: 9: {a $.gr o$; s'':: t.>'lc8 Q c <'$ A. Right. I'll call again then. Thanks very mueh'
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