Monday

Task 1:

Listen to a dialogue between a customer and a restaurant manager. Answer the questions below.

1. What product or service does the customer enquire about? What are her general requirements?

 Their family is going to host a family dinner in the restaurant. It's her parents 40th wedding anniversary party. There are 30 people. June 5th Friday evening. 

2. What are the specific items that the customer would like to have included in her order? How will the manager accommodate those needs?

she booked the party on Friday evening on Jun 5th

vegetarian menu

light dessert with fruit on the top. 

The manager offered a private dinner room which is for 50 people. they can set up long tables for people of 30. there is standing room for drinks before the dinner. 18 adults.

it's wheelchair accessible. kids are from 4months -10 years. 

3. Underline the items from the menu that are not mentioned in the conversation:

• mini pizzas • drinks • steak • Caesar salad • cream filling

4. What is the final order that the manager wants the customer to confirm?'

appetizer, green salad.  

5. How and when will the order be finalized?

he will call back in one hour by phone. mary lee and 555-488-6666

6. How would you describe the manager’s style of customer service? Give reasons.

Very professional and polite. flexible and accommodating 

Task 2:

Listen to the recording again. Record the phrases and expressions you hear. Then, with a partner, add your own expressions to the list.

Asking for information: how many are adults? how old are they? do you have a vegetarian menu? why don't we start? I'd like to know if....

Clarifying information: ..would you prefer to light cake or something rich,

Changing the topic: do you know we have a...  let's decide

Closing the conversation: i will get back to you shortly

Task 3:

Locate information relating to each of the situations above. Go to the home page of the Ontario Ministry of Small Business and Consumer Services, and then click on then Your Rights. There are four categories, within your groups, write a quick summary, and then present your findings to the class.

Cooling off period

consumers can cancel the contracts anytime without giving a reason by writing a cancellation letter to companies under the following conditions:

. buy a product or service  from a door-to-door salesperson (also called a direct agreement)
. pay in advance to join a fitness club or gym (also called a personal development contracts)

. buy a newly-built condo (under the Condominium Act)

. get a payday loan (under the Payday Loans Act)

.  purchase a time share

In contracts, most of the companies will return consumers money in 15 days or 2 days if it is payday loans. Meanwhile, the companies have responsibility to pick up the products or pay for it to be picked up. 

Friday

Your Voice on the Telephone: Tone, Intonation and Emphasis

The way you use your voice on the telephone will impact on how the message is received. Tone of voice, intonation and emphatic stress all carry meaning and can affect the way the other person perceives your message.

Tone: Because there are no visual cues, a listener must rely on the tone of your voice to determine the mood and intent of the call. For example, if you are making a complaint, your tone will be serious. If you feel that your concerns are not being addressed, your tone may change to one of frustration. If you have complained about the same problem to several people, your voice will probably have an angry tone.

Intonation: Intonation refers to the way your voice goes up and down when you are speaking. It’s important to vary your pitch to maintain the listener’s interest. Having a monotonous or flat voice makes the conversation boring for the listener. It also sends the message that you are bored with what the other person is saying.

Emphasis: Emphasis refers to the way certain words are stressed to convey meaning. For example, in each of the following sentences different words are stressed, and the meaning of each sentence is different because of it.

I was told you did the work. vs. I was told you did the work. vs. Iwas told you did the work.

Task 1:

Listen to segments of eight telephone conversations. Discuss the questions below.

Conversation 1: What message does the tone of the speaker convey? Why?

The speaker was very serious and angry because she wanted to complaint the service with a manager.  Her tone was sharp.

Conversation 2: Describe Eleni’s tone. Describe Adam’s tone at the end of the conversation.

Eleni was angry because Adam didn't pick up Eleni's phone call. Her tone was accusatory 

Adam emphasized his words to Eleni that was true  

Conversation 3 and 4: Compare the tone in the two conversations. How are they different?

Gus was in trouble or there was some issues they had to fix. His tone was very serious. 

Jack had some information to inform to Gus. there was nothing serious happened.

Conversation 5: Describe Greg Milne’s intonation. What impression of Greg would you have if you received this message on your answering machine?

He had falling intonation. he seems that he is not happy.  His tone was monotone. 

Conversation 6: Describe the caller’s tone. What kind of impression does she make?
Would you consider ordering this product based on the sound of her voice? Why?

His tone was perky and high pitched. The caller's tone was very excited and encouraged her to buy the products. she is not interested in it at all and felt he was very annoyed. I will consider ordering it if I need, because his tone sounds like this was very good product

Conversation 7, 8: Which words are emphasized in each conversation? Why? How would you emphasize the words in Tom’s sentences?

Tuesday, Thursday

teller home, tet home. 

wednesday

Calling About a Missed Appointment

Missing a scheduled appointment without providing notification is considered rude. If you inadvertently miss an appointment with a service provider or someone you’ve arranged to meet with, you should call to apologize and offer an explanation.

If you miss an appointment with a healthcare provider, you may have to pay for the missed appointment. Many healthcare providers require 24 hours’ notice to cancel an appointment.

Task 1:

Listen to the following telephone conversation in which a patient is apologizing for missing an appointment. As you listen, fill in the blanks.

Hospital: Good morning. Princess Margaret Lung Scan Study.

Patient: Oh, hello. I had an appointment for a lung scan on Monday and I’m terrible sorry but I ……miss……the appointment. I apologize . I just didn’t notice it on my calendar…

Hospital: Okay. may I have your name, please?


Patient: Yes, it’s Vivian Bryce – that’s B-R-Y-C-E. My appointment was for 9:45 a.m. on Monday the 12th. I was wondering if I could possibly …reschedule………….?

Hospital: Let’s see. how about Wednesday the 21st at 9:15am?

Patient: No, I’m not available on the 21st. Do you have …anything……. on Friday the 23rd?

Hospital: 
Yes, how about 10:30 a.m.?

Patient: Perfect. so that it's Friday the 23rd at 10:30 a.m. Bye.

Hospital: Bye.

Task 2:

Complete the table below with the expressions used to apologize and the explanation used in the above telephone dialogue.

Apology	Explanation
i am terrible sorry. i apologize	i just didn't notice i was wondering

tuesday

Task 1:

Use the Blue Pages to find the number you would call in the following situations.

1. You want to find a recreation centre near your home.

Heading and level of government: 

Prosserman Jewish Community Centre

Department/Phone #: 416-638-1881

2. You need to find a long-term care facility for an elderly relative.

Heading and level of government: 

Delmanor Northtown 

Department/Phone #: 416-225-9146

3. A car ran over a squirrel in front of your house and the squirrel is dead. You need to call someone to come and remove the animal.

Heading and level of government:  toronto wildlife centre

Department/Phone #: 416-631-0662

4. You want to find out where you can take a road test to get your driver’s license.

Heading and level of government: drive test

Department/Phone #: 1-888-570-6110

5. Your employer asked you to work overtime but has not paid you anything extra. You want to know what your rights are.

Heading and level of government: 

Department/Phone #:

6. You have a temporary disability (you broke your leg) and you need to get an accessibility sticker for your car that allows you to park in accessible parking places.

Heading and level of government:

Department/Phone #:

7. You received a notice with your automobile plate renewal notification that your car has to have an emissions test before you can renew your plate this year. You need to find a garage in your area that does emissions tests.

Heading and level of government:

Department/Phone #:

8. The snow has not been removed from your street for several weeks and you can’t get your car out of the driveway.

Heading and level of government:

Department/Phone #:

A- Find synonyms in the article for the following words.

1. get       obtain                   7. profits proceeds

2. dishonestly   fraudulently         8. very large; huge  massive

3. increased in size   expanded  9. vulnerable susceptible

4. are more than   exceed    10. victimize prey

5. honest     legitimate              11. unwilling  reluctant

6. common   pervasive   12. the object of attention target

B-  Choose True or False.

1. Fraudulent telemarketers sometimes pretend to be legitimate charities seeking a donation. T F

2. All telemarketing is dishonest. T F

3. Many fraudulent telemarketers are never caught and punished. T F

4. Fraudulent telemarketing is attractive to criminals because of the potential to make 

large amounts of money with little investment. T F

5. Organized crime is responsible for most telemarketing fraud. T F

6. Fraudulent telemarketers target seniors because they have more money. T F

7. A victim of telemarketing fraud is at higher risk of being victimized again. T F

8. Seniors may not report being victimized by a telemarketing fraud because they

are afraid of what their family will say. T F

monday

When we take notes on information we hear over the phone, we often need to write down the information quickly. The use of abbreviations is a helpful strategy while taking messages.

Task 1:

Write the full word or expression (or meaning) beside each abbreviation below. Add other abbreviations (and their meanings) you commonly use or would like to know the meaning of. Share them with the class.

1. AGM  annual general meeting                          13. RSVP respond soon via phone

2. apt.  apartment                                                14. ste.  suite

3. asap  as soon as possible                                15. urg.  urgent

4. co.    company                                                16. w/   with

5. ext.    extension                                               17. w/o  without

6. FYI     for your information                              18. cc. carbon copy

7. inv.     invoice                                                19. e.g. for example given

8. mo.    month                                                  21. etc. and so forth

9. no. or #   number                                             22. i.e. that is 

10. mt.     meeting                                                23. vs. versus 

11. N/A   not applicable                                        24. p.s. postscript

12. impt.  important                                              25. n.b. take notice 

Telephone Phrasal Verbs

Task 2:

The following are common phrasal verbs we often use while on the telephone. Match the correct meaning with each phrasal verb.

1. hold on  g	a. put the receiver down
2. put (a call) through e	b. return someone’s call
3. get through    j	c. answer a call, lift the receiver to take a call
4. hang up    a	d. stop talking on the phone
5. call up  l	e. connect one caller to another
6. hang on  m	f. deactivate (a cell phone)
7. call back  b	g. wait
8. pick up  c	h. talk louder
9. get off (the phone)  d	i. to be disconnected abruptly during a telephone conversation
10. get back to (someone)   k	j. to be connected to someone on the phone
11. cut off    i	k. return someone’s call
12. switch off/turn off  f	l. make a telephone call
13. speak up  h	m. Wait

Task 3:

 Some phrasal verbs are separable (e.g., call someone back); others are not. Complete the chart below by putting the phrasal verbs above under the correct column.

                                                                                           

Separable	Not separable
Put a call through	hold on
call back	get through
call up	get off
cut off	speak up
pick up	hang on
switch off/turn off	get back to
hang up