1. Dealing with calls.

Listen to two different calls. Match the calls to the descriptions.

2. A difficult call.

Listen to Call 2 again. Choose the correct options to complete the sentences.

3. A difficult call.

Listen to Call 2 again. Put the sentences in the order that you hear them.

Listen to the call again and read the transcript.

4. Useful expressions.

Use the words to complete the useful expressions.

Now listen and repeat the expressions.

5. Useful expressions.

Use the expressions to complete the short dialogue.

Now listen to the dialogue.

6. Pronunciation: Word stress.

The stress in a word is the syllable that is emphasised, that is stronger. Put the words into the correct category, according to the stress patterns.

For example:	English	=	Oo    oO     ooO
			↑

Now listen to the words to check your answers.

7. Phrasal verbs.

Read the examples, and then match the phrasal verbs to the definitions.

I often phone customers to ask for information.
I sometimes have to deal with customer enquiries.
People phone to find out what services we offer.
My job is to put callers through to the right person.
I can usually sort out a problem quickly on the phone.

8. Can you remember?

Use the phrases to complete the sentences from the previous exercise.

9. Prepositions.

Choose the correct preposition to complete the sentences.

10. Revision.

Do the crossword.