Telephone Bank Worksheet 1

Intermediate Dealing with travel problems

Lead-in 5 Complete the phone calls with words and phrases

from Exercise 4.
1 Work in pairs. When was the last time you had one of
A: James, it’s Sheila. 1       . My train has been
these problems when travelling? What happened?
cancelled.
• your flight or train was delayed or cancelled
B: Oh no. When can you get here?
• your car broke down
A: I’m not sure exactly, 2       twenty minutes late for
• you couldn’t get a taxi the meeting.
• you got stuck at passport control or in security (at the B: OK, don’t worry. 3       without you.
airport) for a very long time
A: Thanks James. I’ll get there as soon as I can!
• you got lost
C: Hello?
Listening D: Hi, this is Marie. 4       but I can’t seem to get a
taxi!
2 TelBank_Int_1.1 Listen to three phone calls. Which of
the problems from Exercise 1 does each person have? C: 5       down! It’s OK. We can wait for you.
D: Are you sure? 6       1:30 at the earliest.
3 TelBank_Int_1.1 Listen again and complete the C: It’s fine, don’t panic.
sentences.
Call 1 E: Hi, this is Ben. My car’s broken down. I can get a taxi but
I’m going to be a bit late for the meeting. 7       ?
1 Marta is going to be at least        late for the
meeting. F: Not really, Ben. We need the presentation slides.
2 They are going to        . E: Ah right. Hang on, I think I’ve got them in my email.
8
       . Let me just send them…
Call 2
F: Great, I’ve got them thanks.
3 Jamie is going to arrive by half past ten at the        .
E: Really sorry about this!
4 They are going to        .
F: It’s OK. 9       can.
Call 3
5 Clare is going to be        late for the meeting. Speaking
6 They are going to        .
6A Work in pairs. Read your role cards and roleplay the
phone call.
Telephone skills
Student A
4A Match the sentence starters (1–11) with the endings
(a–k). You are on the way to a meeting in Munich, but
your flight has been delayed by at least an hour. Call
1 I’m really sorry but I’m a late for the meeting. Student B who is already there to tell them that you’re
2 I’m going to be at least b worry. going to be late and when you think you’ll get there.
(half an hour) c down. Ask if they can start without you. You can send any
3 Don’t documents that they need from your phone.
d I can’t seem to get a taxi.
4 Just get here e still at the station.
5 Look, I’m stuck f them from my phone. Student B
6 I won’t be there g when you can. You are in Munich and have a meeting with clients
7 Slow and Student A (your colleague) later this afternoon.
h in a really long queue at
Student A is flying over to meet you this morning, and
8 We can start passport control.
has the documents you both need for the meeting.
9 I’m not sure what’s i the meeting without you. You can’t start the meeting without them because you
going on but j until 10:30 at the earliest. need the documents Student A has.
10 Can you start k without me?
11 I can send B Swap roles and repeat the phone call.
B Complete the table with the sentences from Exercise 4A.
7A Think of a different situation in which you might be
Stating the Saying when Dealing with the late for a meeting because of travel problems. Make
problem you’ll get there problem notes about these things:
I’m really sorry • what the problem is
but I’m still at the • when you think you can get there
station.
• how you (or someone else) can deal with the problem.

B Work in pairs. Practise your phone calls.

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Telephone Bank Worksheet 2
Intermediate Keeping calm on an urgent phone call

Lead-in 4 Complete the parts of phone calls with the missing words.
A: Good morning, CSD Bank?
1 Discuss the questions in pairs.
B: Good morning, I really 1       you can help me. My
1 For what reasons do you use the following types of
card isn’t working anywhere. I’ve tried it in several places now.
banking?
It’s a real 2       because I need to use it to buy other
• in person (visit the branch) things today.
• telephone A: I’m sorry, that must be a real 3       .
• online B: I really hope you can help me!
• mobile A: Don’t worry, I’m sure we can get this 4       quickly.
2 Have you ever had a bank card blocked? Why? How did
you resolve the situation? A: It’s … er … sorry, I just need to 5       a moment. I’m a
3 Why might your card be blocked? bit nervous.
B: That’s OK, sir. 6       your time.
Listening A: Thank you. Erm, I think someone has hacked my online
account. I need you to reset my security details, if that’s at
2A TelBank_Int_2.1 Listen to a customer calling his all 7       .
bank. Why does he call? How does he feel?
B: Don’t worry, I’m 8       we can fix this. First, I need your …
B Put the stages of the call in the correct order.
a explain what happened in more detail (customer) A: I’m 9       to talk you through the procedure, so don’t
worry.
b offer action and instructions (bank representative)
B: Oh, that’s a 10       . I’m not very good with technology!
c state the problem (customer)
A: I 11       that, and I know it’s a worry. I’m sure we can
d ask security questions (bank representative) get this sorted quickly.
e give a reminder about security (bank representative) B: That’s really 12       , thank you.
f put on hold (bank representative)
g check a purchase (bank representative) Speaking
h ask how long it will take (customer)
5 Work in pairs. You are going to practise keeping calm
on an urgent phone call. Read your role cards and plan
Telephone skills what you are going to say. Then roleplay the phone call.
3A Answer the questions about the phone call in
Exercise 2A. Student A
1 How does the caller try to be polite? You have just realised you’ve lost your credit card. The last
2 How does the bank representative try to reassure the time you used it was yesterday, but today you can’t find it.
caller and keep him calm? Think about what you’ve done since then and be ready to
explain the situation. You are very worried that it was stolen
B TelBank_Int_2.1 Listen again and tick the two
when you were out yesterday. Answer Student B’s questions
phrases each person doesn’t use. and find out when you can get a new card. You need it urgently,
if possible, because you’re going on holiday in three days’ time.
Customer Bank representative
You bought the following things in the last three days.
I really hope you can help me. Don’t worry, I’m sure we can • 16th April: food from the supermarket for around £30
fix this.
Sorry, I just need to think. • 16th April: breakfast from a café for just over £5
It’s going to be OK, don’t • 15th April: a present for a friend at O’Brien’s store for £19.99
It’s a real worry because I think
worry.
my card details have been • 15th April: food from the supermarket for around £12
stolen. That’s OK, sir. Take your time.
Oh, that’s a relief. I’m sorry, that must be a real Student B
concern. You are a bank representative. Student A calls you. Find out
I’d appreciate that, thank you.
I need you to (cancel my card) if
I’m going to (cancel that what the problem is. Ask them some security questions to
transaction), so don’t worry. verify their identity, then listen to their explanation of what
that’s at all possible.
I understand that, and I know happened. Try to keep them calm and reassure them. Ask them
That’s really helpful, thank
it’s a worry. to tell you about any recent transactions to find out if it was
you.
I’m sure we can get this sorted
them (see below). Explain that you need to block the missing
You’ve been really helpful card. You can send a new card but it will take five working
quickly.
today. days. Alternatively, they can collect it from a branch of the
bank in two days.
17/04 01:23 CLM Airways £3,063.27
16/04 17:52 Quickmart supermarket £27.61
16/04 08:12 Myra’s Café £6:29
15/04 18:02 Quickmart supermarket £12:02
15/04 19:38 O’Brien’s £19.99

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Telephone Bank Worksheet 3
Intermediate Job interview screening

Lead-in Telephone skills

1 Discuss the questions in pairs. 5 TelBank_Int_3.2 Listen to phone calls 1 and 3
1 What do you think are the usual stages of the recruitment again. Tick the phrases you hear.
process for a new job?
Introducing Checking you’ve Confirming it’s the
2 Imagine you have applied for a job, and the company
yourself reached the right person
calls you to arrange a possible interview (a job interview
right person
screening call). Where and when is/isn’t a good place or
time to take the call? Should you take it at work? This is … Am I speaking This is he/she.
3 What kind of language should you use (formal/informal, My name is … to …? Speaking.
friendly/serious, short/long answers to questions, etc.)? I’m calling on Can I check this That’s me.
behalf of … is her?
4 What kinds of things should you ask about in this type of
call? What shouldn’t you ask about at this stage? I’m from (Quadco Your (full name)
Logistics). is … . Is that
right?
Listening
Checking Saying what it’s Asking questions
2 TelBank_Int_3.1 Listen to three job interview someone is free about
screening calls. Match each one to the summaries. to talk
There is one extra summary which you don’t need.
Is now a good Basically, this is You’ve worked in your
a The person receiving the call isn’t somewhere appropriate time? just to check a current job since 2019.
but continues with the call. few details with Is that right?
Are you free
b The person receiving the call is somewhere appropriate, to talk at the you. Where did you study/
but it isn’t a very successful call. moment? The purpose of work before that?
c The person receiving the call isn’t somewhere appropriate Do you have a this call is to … Why are you applying
and asks to rearrange the call. few minutes to It’s about the for the position?
talk? position you Is there anything
d The person receiving the call is somewhere appropriate
applied for last I should bring to the
and it’s a successful call. week. interview?

3 TelBank_Int_3.1 Listen to the phone calls again. How many people will
be at the interview?
Who does these things: Emilia (E) or Oliver (O)?
1 waits until they can speak properly
2 is too informal/familiar 6 Complete the parts of phone calls with the missing
3 asks inappropriate questions words.
4 uses polite language A: Hello?
5 uses a friendly tone of voice B: Good afternoon. Am I 1       to John Dowles?
6 gives full answers to questions A: This is 2       .
7 misunderstands the purpose of the call A: I’m calling on 3       of Anne Dowling at
8 checks information/details Webworth. It’s 4       the position you applied for
last week.
4 Work in small groups and discuss the questions in B: OK, thanks for your call.
Exercise 1 again. Have any of your answers changed, A: Is now a 5       time?
now you’ve heard the phone calls?
…
A: The 6       of this call is to check a few details with
you. Is that OK with you?
B: Yes, that’s fine. Please go ahead.
…
A: Do you have any questions?
B: Um, yes. How 7       people will be at the
interview, do you think?
A: It’ll be you, the HR manager and the line manager.

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Telephone Bank Worksheet 3
Intermediate Job interview screening

Speaking
7 Work in groups of three. You are going to practise
making a job interview screening call. First, decide
the company type, name and the job role advertised.
Then read your role cards and prepare for the roleplay.

Student A
• your name and company (are you calling from the
company itself or a recruitment company?)
• how to check you’ve called the right person
• how to check if it’s a good time to speak
• how to explain the purpose of the call
• some details you want to check (full name, current
job, how long their notice period is, why they’re
applying for this job)
• a date/time for the interview
• how to ask if the other person has any questions

Student B
• your full name and your current job
• how long your notice period is
• why you’re applying for the job
• any questions you want to ask

Student C
You are going to listen to the job interview screening
phone call and make notes on how successful the call
is and give suggestions for how to improve the call.
Decide:
• What phrases or language do you hope to hear?
• What tone of voice should be used?
• What should the structure of the call be?
Think about other things you can feedback on, for
example:
• How could they improve the call?
• Did you notice any mistakes?

8A Follow this procedure.

• Student A: Call Student B.
• Student B: Say it isn’t a good time (explain why) and ask to
rearrange the call.
• Student A: Call Student B again later and carry out the job
interview screening call.
• Student C: Listen to their phone call and make notes on
how successful they are, and any suggestions you have to
improve the call. When they have finished, give Students A
and B feedback.

B Swap roles and repeat the phone calls so that each

student plays each role.

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Telephone Bank Worksheet 4
Intermediate Setting up a survey

Lead-in 6 Leaving a voicemail message can sometimes be

difficult if we can’t think of what to say, or need time
1 Discuss the questions in pairs. to organise what we say. What techniques does Khalil
1 Why do companies conduct surveys? What kind of use in the message to give himself time to think?
information do they need?
2 Have you ever answered questions in a survey? What was 7 TelBank_Int_4.2 Listen to the follow-up phone call
it about? again and choose the option in italics you hear.
3 What kinds of rewards do companies offer to people 1 You left a message / voicemail on my phone about a survey?
for answering questions in a survey (e.g. payment, 2 Could you give me some more information / tell me a bit
competition entries)? more about it?
3 So, basically, we’re conducting this survey on behalf of / for …
2 Which two verbs in the box do not collocate with
4 It’s part of a wider project into / looking at …
a survey? Do the other verbs describe asking or
answering questions in a survey? 5 And as I said / told you in my message, …
6 How long will the survey take, approximately / roughly?
carry out conduct do involve participate in
7 It should take less / no more than thirty minutes.
reply respond to take part in
8 Look forward to it. See / Speak to you then.

8 Match questions 1–5 to responses a–e.

Listening 1 You left a voicemail on my a Of course, so basically,
3A TelBank_Int_4.1Listen to a voicemail message. phone about a survey. we’re carrying out
Why is the person calling? 2 Could you give me some this survey for XS
more information about it? Communications.
B TelBank_Int_4.1 Listen again and complete b Yes, that works for me.
the notes. 3 How long will it take,
roughly? c Yes, I do.
4 How about Wednesday d Yes, that’s right. Are
MESSAGE FOR CATE MARSH morning? you interested in taking
Khalil Singh called from 1 Polling. 5 Can I just check you have a part?
good internet connection? e Around twenty minutes.
Wants to know if you want to take part in a survey about
modern 2 practices.
Offering payment of £ 3
. Speaking
Please call on 09326 4
. 9 You are going to practise setting up a survey. First,
think of the details and make notes on these things.
• the topic of the survey
4 Listen to Cate returning the call
TelBank_Int_4.2 • who it’s for
and answer the questions. • your name and contact number
1 Can Cate take part in the survey at the moment? • what you’re going to pay each person to complete the
2 Who is the survey for? survey
3 What’s the aim of the project? • how long it will take
4 How long will it take?
5 When do they arrange to do the survey?
10A Work in pairs. Take turns to leave each other a
voicemail message about the survey. Listen to your
6 How are they going to do it? partner and note down the key details.
7 What three things does Khalil check that Cate has?
B Take turns to call each other back, responding to the
voicemail message. Ask for more information and
Telephone skills check these things.
5 TelBank_Int_4.1 Listen to the voicemail message • how long it will take
again and tick the phrases Khalil uses. • that the person is between 25 and 45 years old and that
1 I’d like to speak to … they live in the UK
2 This is a message for … • what day/time is convenient to do it
3 I’m calling to find out if you’d be interested in … • if they’d like to do it by phone or video call
4 It’s about (your recent enquiry). • if they have the necessary equipment
5 We’re offering (fifty pounds) for you to respond.
6 Could you please call me back on …
7 Please call me back at a convenient time.

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Telephone Bank Worksheet 5
Intermediate Booking an event

Lead-in 5 Complete the phone call with one or two words in

each gap.
1 Discuss the questions in pairs.
A: Good morning, Grand Hotel.
1 How often do you go to work/school parties?
B: Hello. I’m calling to find out about booking a room for
2 What things does a good party at work/school include? our staff training day.
3 Have you ever organised a party or other event at A: Certainly, we have two rooms available: the Autumn
work/school? room which is–
4 What things do you need to organise when planning B: Sorry, can you 1 a bit? I’m having trouble
a work event or party? 2
you.
A: Oh, sorry about that. I often talk too fast. So, the Autumn
Listening room can take forty people.
2A TelBank_Int_5.1Listen to someone calling to B: I’m sorry, was that forty or 3 ?
organise a work party. Do they mention any of the A: Forty. Four – oh.
things you discussed in Exercise 1, Question 4? What B: And what’s the other 4 ?
other things do they mention?
A: The other 5 ?
B TelBank_Int_5.1 Listen again and complete B: The other room?
the notes. A: Oh, yes, the other room is the Summer room, which can
take a hundred people.
WITHERAM HALL B: And how much do they cost?
A: Autumn is £300 and Summer is £500 for the day. We can
Number of people: 1
also provide food and drinks, for £25 per person. How
Catering: two packages: 2 and platinum many people will you be?
Gold: buffet and two types of 3 B: Thirty-five. So, to book the Autumn room with food and
Platinum: three-course meal with 4 drink, it’s ... £1,075, right?
options for each course A: No, that 6 be £1,175.
Entertainment: contact DJ 5 ? B: Ah yes, of course. OK, I’d like to book it for 12th March,
please.
Cost: Room: £950; Catering for 30 people – Gold:
£1,000. Platinum: 6 A: Certainly, and what’s your name?

Date: 7 November B: It’s Lily Parks.

A: How do you 7 your surname?
Person booking: Alex 8
B: P for Papa, A for 8 , R for 9 ,
K for Kilo and S for Sierra.
A: Great, that’s booked for you. You just need to pay a
£200 deposit via the website and we’ll keep it for you for
Telephone skills that date.

3A TelBank_Int_5.1When booking things, it’s B: Great, thank you. I’ll do that now. Bye.
important to pay attention to detail by checking and A: Goodbye, and see you soon.
confirming information. Listen again and make notes
on how the two speakers do this. Speaking
B Work in pairs. Compare your ideas with your partner. 6 Work in pairs. You are going to practise booking an
event. Read your role cards and plan what you are
4 Match the phrases (1–8) with the responses (a–h). going to say. Then roleplay the phone call.
1 I’m sorry, was that fifty or a Sorry, my fault. Let me
fifteen? start again. Student A
2 Sorry, you do two what? b The other what? You want to book a training day for your team at a
local hotel. Call Student B to book the event. Use the
3 I’m sorry, can you slow c No, that would be
information below. Pay attention to details and check
down a bit? I’m having £2.250.
all the information carefully.
trouble following you. d Two packages.
• You have 15 people in your team.
4 And what’s the other one? e (My surname). What I
• You want to book the events room from 8 a.m. to
5 Sorry, I don’t quite get mean is it’s …
5 p.m. on Wednesday 13th April.
what you mean. f Fifty. Five – oh.
• Ask about catering options. You plan to have two
6 How do you spell that? g What I mean is that … coffee breaks at 11 a.m. and 3:30 p.m., and lunch
7 So, for 50 people, we’d be h It’s R for Romeo, A for at 1 p.m.
looking at £2,150. Alpha … • Ask about the cost.
8 Sorry, I don’t get you.

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Telephone Bank Worksheet 5
Intermediate Booking an event

Student B
You are the events manager at a hotel. Student
A is going to call you to book an event. Use the
information below. Pay attention to details and check
all the information carefully.
• You have two rooms available: Ashworth (capacity
10) and Weathering (capacity 20).
• These rooms are available on the 13th April, but not
on the 30th April.
• There are two catering options. The basic package
includes two coffee breaks (coffee and tea only)
and lunch (sandwiches only). The premium package
includes two coffee breaks (drinks and snacks) and
lunch (a three-course meal).
• Cost: Room hire – Ashworth: £400, Weathering:
£650. Catering – basic: £15 per head, premium: £30
per head.
• Take Student A’s name and contact details.

7 Swap roles and change some of the information.

Practise the phone call again.

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Telephone Bank Worksheet 6
Intermediate Making and dealing with complaints

Lead-in Telephone skills

1 Discuss the questions in pairs. 5 Complete the table with the phrases the customer
1 What are the advantages and disadvantages of making services representative from Exercise 4 uses when
a complaint over the phone? dealing with an angry customer.
2 What are the advantages and disadvantages of making Recognise the Yes, this is a serious issue.
a written complaint (e.g. by email)? customer’s
3 What is it important for the person making the complaint problem
to do?
4 What is it important for the person dealing with the Show empathy I completely understand.
complaint to do?

Listening
Find and explain Let’s find out what happened.
2 Listen to someone making a
TelBank_Int_6.1
the cause of the
complaint about a charge on a bill. Choose the best problem
summary (1–3).
1 The customer services representative is calm and helpful.
Check details When exactly did this happen?
The customer tries to keep calm.
2 The customer services representative is helpful and solves
the problem. The customer tries to keep calm.
3 The customer services representative isn’t very helpful Avoid putting the Can you wait with me while I check?
and speaks too fast. The customer tries to keep calm. customer on hold

3A Work in pairs. Discuss which of these things are the

most useful ways to try to keep calm when making a
complaint. Did you mention any of them in Exercise 1? Be honest This is our fault.

1 Think about (and state clearly) what solution you want.

2 Pause to think before you speak.
3 Ask to speak to a manager. Provide options/ We have two options.
4 Make a joke. action
5 Leave it and do something else (e.g. go for a walk).
6 Avoid exaggerated statements (e.g. This is the worst
problem I’ve ever had!) Apologise/Leave If there are any more problems, please call
on a good note us again.
7 Take a few deep breaths.
8 Slow things down.

B TelBank_Int_6.1 Listen again to the call and tick

the things in Exercise 3A the customer does. 1 First, I need a few details from you, so I can find the cause
of the problem.
C How effective was the customer services 2 Let me repeat that back to you. 409, Delta Tango X-ray 7. Is
representative? Why? that right?

4 Listen to another phone call and

TelBank_Int_6.2 3 If you want, we can cancel the order and provide a refund.
answer the questions. It’s up to you.

1 How does the customer feel at the start of the call? 4 Oh no, I’m really sorry to hear that. You’re right, this is a
problem, and we need to find a solution.
2 What’s the problem?
5 I understand how you feel; that really isn’t good.
3 How does the representative respond at first?
6 And please accept our apologies for this problem. We’ll
4 What details does she ask him for? work hard not to let it happen again.
5 Does she put him on hold? 7 Look, let me be honest with you.
6 When does she first say the order will arrive? 8 And we can also provide a 10% discount on your next
7 When does she think it will actually arrive? order with us, if you decide to use us again.
8 What other action does she offer? 9 OK, so I can see that there was a delay our end because
several of our drivers were off sick. But the delivery is on
its way.
10 OK, I need a minute to bring up the order on my screen.
I won’t put you on hold, don’t worry.

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Telephone Bank Worksheet 6
Intermediate Making and dealing with complaints

6 Complete the phone call with the missing words. Speaking

A: Good Morning, Atlantic Banking. How can I help you?
7A Work in pairs. You are going to practise making and
B: Hello. I’m calling to complain about a mistake on my dealing with a complaint. Read your role cards and
account. I’ve just looked at my statement and noticed plan what you are going to say. Then roleplay the
there was a charge on 3rd April for £50. I have no idea what phone call.
this was for and I’m really not happy about it!
A: I 1       understand. Let’s 2       out what Student A
happened. Can you 3       with me while I check? You ordered a new computer online, which arrived
It won’t take a moment. this morning. However, when you opened it, you
B: OK, but please be quick. I don’t have much time. saw that the box was open and the computer was
damaged. You are very unhappy. Call ZX Computers to
A: Of course, sir. Let me see … when 4       did this
complain. First, decide on this information:
happen?
• what action you want (refund? exchange?)
B: On 3rd of April. It’s caused us a lot of problems.
• how this has affected you (e.g. you can’t work
A: I’m really sorry to        that. And was it £50 or
5
without it)
£15?
• what the exact damage was
B: Fifty. Five – oh.
A: OK, I see. This is our 6       . I can 7      
that the charge was for a purchase on your card, but I can Student B
see that you cancelled that the day before.
You work as a customer sales representative for ZX
B: Exactly! Computers. Student A calls you to complain about a
A: OK, so I have taken that charge off. And we can 8       damaged delivery. They are very unhappy. Try to keep
provide £10 extra, to help with the inconvenience. them calm and solve the problem. First, decide how
B: Oh really? I appreciate that, thank you. you will do these things:

A: And please 9       our apologies for this problem. • show empathy and recognise the customer’s
If there are any more problems, please 10       us problem
again. • find out the details
B: OK, thank you. • find out and explain what happened (you used a
A: Is there anything else I can help you with today? different delivery service to usual as your usual one
was too busy)
B: No, just that, thanks.
• avoid putting the customer on hold
A: OK, goodbye.
• offer options/action
B: Goodbye.
• apologise and leave the call on a good note.

B Swap roles and repeat the phone call.

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Telephone Bank Worksheet 7
Intermediate A conference call

Lead-in Telephone skills

1 Discuss the questions in pairs. 6 TelBank_Int_7.1 Listen again and complete the
1 How often do you participate in conference calls? phrases with the words in the box.
2 Do you prefer video or audio/telephone conference calls?
begin hang happen speaking think
Why?
3 What things can go wrong in conference calls? 1 Do you        you could mute your mic when
you’re not speaking?
2 Match the sentence starters (1–6) with the endings
2 Right, so let’s        .
(a–f). Check you understand the phrases in bold.
3        on a second. I’m just going to …
1 Click (on) the a mic when you’re not talking.
4 That’s OK. These things        .
2 Hello, Ben? Ah, he b link to access the meeting.
keeps dropping 5 Looking forward to        to you all then.
c frozen.
3 Please mute your d the same time as someone 7A Complete the table with the phrases from Exercise 6.
4 Please try not to talk at else.
5 Can you share your e in and out of the call. Starting the call Let’s start with …

6 Your screen is f screen with us, please? Filling the silence So, we’re just waiting for …
Dealing with call problems Shall we (move to audio only)?
Listening Being patient Not to worry.

3A Work in pairs. Which of these things have you Ending the call I think that’s about it for today.
experienced in a conference call?
1 people talking at the same time B Add these phrases to the table in Exercise 7A.
2 someone ‘multitasking’ / not paying attention 1 Have a great week/weekend, everyone!
3 a lot of background noise coming from someone on the 2 Shall we get started?
call 3 Would you mind (turning down/up your volume)?
4 a bad connection 4 It’s OK, take your time.
5 someone eating 5 Give me a moment while I (paste the link in the chat box).
6 silence going on for too long
7 people arriving late 8 Work in pairs. What would you say in each of these
situations? Use the phrases from Exercises 6 and 7.
8 someone not able to access the call
1 You need to share a file, but it’s taking you a few moments
9 problems with equipment (mic, camera, etc.)
to find it.
10 people leaving without saying goodbye properly
2 There’s a lot of background noise coming from one of the
B Write a list of advice for conference calls, based on participants.
the issues in Exercise 3A. 3 You want to begin the call.
1 Don’t talk at the same time as others. 4 One of the participants apologises for dropping out of the
call.
4 TelBank_Int_7.1 Listen to a conference call. Which
5 One of the participants hasn’t joined the call yet (and
of the things in Exercise 3A happen? they’re a bit late).

5 TelBank_Int_7.1Listen again and decide if the

6 You want to end the call and refer to the next meeting.
sentences are true (T) or false (F).
1 Kiara is in a quiet place.
2 Owen can’t access the call at first.
3 Rachel asks Kiara to mute her mic when she’s not
speaking.
4 Andy has a good internet connection.
5 They switch to an audio call.
6 Kiara is trying to multitask.
7 They don’t finish the call with a proper goodbye.

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Telephone Bank Worksheet 7
Intermediate A conference call

Speaking
9 Work in groups of three. Read your instructions and then roleplay the conference call.

Student A (host)

Student B (participant)
Start the call and welcome people.

Say hello.

Ask where Student C is.

Your screen freezes and the

line breaks up.

Suggest switching to an audio call.

Agree. Say you’ve just received a message

from Student C saying he doesn’t have the
link for the call.

Say you’ll send it to him/her.

Student C (participant)

Arrive late in the call – apologise

and say hello.

Welcome Student C.

Say hello to Students A and B.

Ask Student C where he/she is – there’s

a lot of background noise.

Say you’re in a busy café.

Ask Student C to mute their mic

when they’re not talking.

Apologise and say you will.

Start the meeting.

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Telephone Bank Worksheet 8
Intermediate Finding a time to meet

Lead-in 4A TelBank_Int_8.1 Complete the phrases from the

phone call with the missing words. Then listen again
1 Discuss the questions in pairs. and check.
1 How can you arrange a meeting with multiple people in 1 Yes, I think she can        that.
different locations?
2 How about        from nine until twelve?
2 What are the advantages and disadvantages of these things?
3 I don’t think that will        .
• sending out an email to everyone asking when they’re
4 I think that’s going to be a        .
available
5 That’s out of the        .
• suggesting a time first, then asking if people are available
6 Here’s a        .
• calling people to check their availability
7 Why        try having a phone call?
• creating an online document which you then share for
people to mark their availability 8 OK, that sounds like a        .
• checking other people’s calendars (if you have access to them) 9        we have a call on Friday morning?
3 Which of these things have you done? 10 That        good.

B Which of the phrases in Exercise 4A are making

Listening suggestions (S)? Which are accepting (A) and
rejecting (R) suggestions?
2A TelBank_Int_8.1 Listen to someone calling to
rearrange a time to meet and answer the questions.
5A Complete the phone call with two or three words in
1 Who does Shaun want to speak to? each gap.
2 Why can’t he speak to her? A: Good morning, Sheena Lane’s office.
3 How do they agree to try and meet in the end? B: Good morning, this is Richard Croft. I’m calling to try and
rearrange a meeting I have with Sheena, if possible.
B TelBank_Int_8.1 Listen again and decide if the
sentences are true (T) or false (F). A: OK, give me one moment … is that the meeting this
Thursday at 2 p.m.?
1 Shaun wants to have their first meeting this week.
B: Yes, that’s the one. I’m afraid something urgent has come
2 The best time for Brenna is Friday afternoons.
up so I can’t make it.
3 Brenna can meet on Friday the 7th.
A: OK, how 1       it to Friday at the same time?
4 They need to meet to organise who will present what in
B: I don’t 2       work. I’m going to be out all day
the presentation.
Friday, too. Could we move it to next week?
5 It’s not very important that the first meeting happens this
A: Ah, I think that’s going to 3       . She’s on holiday
week.
next week, for two weeks.
6 If sharing the documents doesn’t work, they’ll think of
B: Oh dear. We definitely need to meet before then.
something else.
A: OK, 4       thought. Why 5       having a
phone call instead, tomorrow evening? She’s free after 6
Telephone skills p.m.
3A Match the advice for solving problems (1–5) with B: Let me see …yes, 6       good. I can call her from
the things Shaun and Brenna’s PA (personal assistant) home.
do (a–e). A: OK, that 7       plan. I’ll let her know.
1 Find the cause of a They both suggest having a phone B: Great, thanks. Goodbye.
the problem. call and working with online A: Bye.
2 Look at the documents.
problem in a new b They focus on scheduling the first B TelBank_Int_8.2 Listen and check your answers.
way. meeting, but Shaun says the later Then practise the conversation in pairs.
3 Assess what is ones can be a bit more flexible.
and what isn’t c Shaun explains that they need to
important. meet to decide who will present
4 Break the what, before they can prepare the
problem into presentation.
smaller parts. d The PA asks how important it is to
5 Use ‘trial and have the meeting this or next week.
error’ to solve it e Shaun suggests they try working
in different ways. with the online documents, and
if it doesn’t work, they’ll think of
something else.

B Work in pairs. Can you think of any more advice for

solving problems?

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Telephone Bank Worksheet 8
Intermediate Finding a time to meet

Speaking
6A Work in pairs. You are going to practise finding a
time to meet. Look at the flowchart and plan what
you’re going to say. Then roleplay the phone call.

Student A (PA)
Student B (caller)
Answer the phone.
Say who you are and why
you’re calling. (You need to
rearrange a meeting with
Student A’s boss which is later
this week.)
Suggest another
day/time this week.
Say you can’t do then
(and why). Suggest a day/time
next week.
Say your boss can’t do
next week because
they’re travelling. Say it’s a problem because
you need to meet before the
end of this week.
Suggest meeting over
the weekend.
Say you are not available
this weekend.
Suggest having a
phone call instead.
Accept. Suggest a time.
Agree.

B Swap roles and repeat the phone call.

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Telephone Bank Worksheet 9
Intermediate A problem delivery

Lead-in 6 TelBank_Int_9.1, 9.2, 9.3 Listen to the three phone

calls again and choose the option in italics the
1 Discuss the questions in pairs. customer services representative uses.
1 When was the last time you had to deal with someone 1 Oh dear, I’m really sorry about this. Let’s sort this out / get
who was angry on the phone? this sorted.
2 How important are these things when dealing with an 2 It will just make it easier to get the details on the screen, so
angry customer on the phone? I don’t have to make you wait / keep you too long.
• the words you use 3 OK, here’s an idea – let me know / tell me what you think of
• your tone of voice this.
• apologising 4 Oh no, that’s awful. I’m as shocked / surprised as you are by
• asking questions this, really.
• listening carefully 5 Yes, you’re right to be unhappy about this sir, I totally
/ completely understand. Let’s find / work out what
• interrupting them
happened.
6 OK, so here’s what I’m going to / I’ll do.
Listening
7 I’ll do this as soon / quickly as possible, I can assure you.
2 TelBank_Int_9.1Listen to an angry customer 8 I know this isn’t how you wanted to spend your day today,
calling customer services and answer the questions. but I can do this for you / offer you this solution.
1 What’s the problem? 9 Oh dear, I see. I can certainly understand / appreciate how
2 What solution does the customer services representative you feel.
provide?
7 Complete the phone calls with phrases from Exercise 6.
3 TelBank_Int_9.2 Listen to the follow-up call and A: How can I help you today?
decide if the statements are true (T) or false (F).
B: I’m calling about our delivery that arrived this morning. It’s
1 It’s an hour and a half since the delivery was supposed to the wrong one – not what we ordered!
arrive.
A: Oh dear, I’m really sorry about this. Let’s 1       .
2 The customer services representative knows what happened. Can I have your order number? It will make it easier to get
3 She puts him on hold. the details on the screen, so I don’t have to 2       .
4 She doesn’t know exactly how long it will take. B: Yes, it’s 79321.
A: OK, you ordered the TMAX 719 photocopier, is that right?
4 Listen to their third phone call and
TelBank_Int_9.3
B: Yes, and we received the TMAX790. It’s nearly half the price!
answer the questions.
A: Oh dear, I see. I can certainly 3       feel. OK, here’s
1 What happened to the delivery?
an idea – 4       what you think of this: we’ll send
2 How does the customer feel about this? out the correct one by courier and they can pick up the
3 What solution does the representative offer at first? wrong model from you. How does that sound?
4 Why doesn’t the customer accept this? B: When can you get it here?
5 What solution do they agree on in the end? A: It will be there first thing tomorrow morning.
B: OK, but I’m not happy about this.
Telephone skills A: I understand, sir. Is there anything else I can help you with
today?
5A Work in pairs. Read the advice for dealing with an
angry customer and decide if each is good or bad advice. B: Just that, thanks. Goodbye.

1 Listen carefully.
A: How can I help?
2 React emotionally.
B: I’m calling about the photocopier I ordered. You sent the
3 Check all the details. wrong one to me, then yesterday promised the correct one
4 Use a calm and level tone of voice. would be here this morning. It’s now 2 p.m. Where is it?
5 Try to end the call quickly. A: Yes, you’re right to be unhappy about this, sir. I completely
6 Avoid putting the caller on hold. understand. 5       what happened. Give me a
moment, please.
7 Make promises you can’t keep just to calm them down.
B: OK.
8 Apologise.
A: Ah, I see there was a problem with the delivery van – it
9 Show empathy. broke down. OK, 6       . I’ll send out another van
10 Hang up. right now, marked as urgent. It should arrive by the end of
the day.
B TelBank_Int_9.1 Listen to the first call again.
B: OK, I’ll wait, then, but this really isn’t acceptable!
Which of the things in Exercise 5A does the customer
services representative do? A: You’re right, and thank you for your patience.

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Telephone Bank Worksheet 9
Intermediate A problem delivery

Speaking
8A Work in pairs. You are going to practise dealing
with delivery problems over the phone. Read your
instructions and roleplay the conversation.

Student A
You received a delivery of desks for your office this
morning, but they are all damaged! Call customer
services (Student B) to complain.

Student B
An angry customer (Student A) calls you to complain
about an order. Listen to their complaint and respond
with a level tone of voice, using phrases to add
personality. Say that you’ll resend the order.

B Work in the same pairs. Read your instructions and

roleplay the follow-up phone call.

Student A
It’s now two days later and the delivery still hasn’t
arrived. Your new office can’t function properly
without them, so you’re very unhappy. Call Student B
to find out what happened.

Student B
It’s now two days later. Student A calls you to say that
the delivery still hasn’t arrived. Ask Student B to wait
while you find out what happened, then tell them that
you’ll send out a new delivery as soon as possible.

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Telephone Bank Worksheet 10
Intermediate Screening calls

Lead-in 6 Complete the table with the phrases from Exercise 5.

1 Discuss the questions in pairs. Asking for the

1 Do you ever screen calls? How do you do it? caller’s name

2 Why might someone at work need to screen calls? Asking what the
call is about
3 How can someone screen calls?
Politely
2 Match the advice for people screening calls (1–5) interrupting
with the reasons (a–e). Screening the call
1 Always get the a If you say, for example, that the
caller’s name and person they’re calling is at lunch
ask why they’re or in a meeting, the caller may
calling. feel like they can be interrupted.
7 Complete the phone calls with phrases from Exercise
Instead, just say, ‘He/She isn’t
6. More than one answer may be possible.
2 Ask what the call is
available at the moment.’ A: Can I speak to Tina Jeffries, please?
about before you
try to put them b This means you won’t have to B: 1       ?
through. bother your boss every time A: Yes, it’s Shahla Kouti here.
3 Don’t give too much they call. B: And 2       ?
information. c Some salespeople use false A: It’s about the report she just sent me.
4 Don’t make promises names/reasons for calling in
order to be put through. If B: Thank you. One moment, I’ll just put you through.
you can’t keep (e.g.
She’ll call you back the caller refuses to give this A: I really to need to speak to her urgently. I’m about to give a
before 4 p.m.). information, give a reason why presentation to clients and I–
you can’t put them through (e.g. B: 3       . Give me a second and I’ll see if she’s free.
5 Ask your boss for a
it’s company policy).
list of people who
should always be d If you try to put them through C: Hello, I’m calling from Omnix Autos. Could I speak to Dan
put through (and first, then come back and ask Hibbert, please? He’ll know what it’s about, I’m sure.
a list of those who why they’re calling, it’s obvious D: 4       .
shouldn’t be put that you’re screening their call.
C: Ah, yes, of course. Well, it’s about our recent order.
through). e It’s up to your boss to decide
D: I’m afraid 5       but I’ll ask him to call you back, OK?
how they’ll proceed.
C: I guess so. But when will he call back?
Listening D: 6       but I’m sure he’ll call you back as soon as
he can.
3 TelBank_Int_10.1 Listen to four callers trying to get
C: Fine. Thank you.
through to Trina Hughes and answer the questions.
1 Which callers does the receptionist put through?
Speaking
2 Why do you think he doesn’t connect the others?
8A Work in pairs. You are going to practise screening
4 TelBank_Int_10.1 Listen again. Which of the things calls. Read your instructions and think about what
in Exercise 2 does the receptionist do in each call? you’re going to say. Then roleplay the phone call.

Student A
Telephone skills
You are trying to speak to Aidan Bishop. Call the
5 Listen to the phone calls again
TelBank_Int_10.1 receptionist (Student B) and ask to be put through. First
and complete the phrases with the missing words. think of the following information:
1 Can I ask who’s        , please? • your name
2 Can I ask        it’s regarding? • why you’re calling (e.g. to arrange a meeting, trying to
sell him something, to complain about something)
3 I’m sorry sir, but it’s company        . I have to find
• if you want to give this information
out what the call’s        .
4 Can I have your        , please?
5 What’s the purpose of your        ? Student B
6 I’m afraid she’s not        at the moment. But I’ll You work at the reception. Student A will call you and ask to
ask her to call you back when she’s        , OK? speak to one of your colleagues. Think about how you will
7 What        was it about? say these things:
• ask for their name
8 I’m sorry to        you.
• ask why they’re calling
9 Can I        you there for a second?
• if you are going to put them through or not
10 I’m afraid I can’t give you an exact        , but I’m
sure she’ll call you back as        as she can.
B Swap roles and repeat the phone call.

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