Business phone calls chain writing game

Chain Business Phone calls Game
Teachers’ Instructions
Photocopy one copy of each worksheet per person.

Give out the copies of Phone Call A. Students fill the gaps in the first section and fold along the dotted line so the next person can’t read what they have written. They then pass it to the next person. They then fill in the second part of the one they have received, fold, pass to the same person as they passed to before etc. all the way around the class until the phone calls are finished. Students then open them up, read them and discuss if they make sense and are good phone calls. Repeat with one or more of the other versions if you wish.
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Phone call A
A: “Hello, ___________________________….
……………………………………………………………………………………..
… _________________________ speaking. How can I help you?”
……………………………………………………………………………………..
B: “Good ___________________________….
.……………………………………………………………………………………..
…this is ____________________________….
……………………………………………………………………………………..
…. phoning from ____________________….
……………………………………………………………………………………..
…Can I speak to _____________________…
……………………………………………………………………………………..
…in your _____________________ department please?”
……………………………………………………………………………………..
A: “Of course. Please hold the line and I’ll see if _______________________ is available.”
B: “Okay. Thank you.”
……………………………………………………………………………………..
A; “Hello?”                    B: “Yes?”
A: “I’m afraid ___________________ is ______________________________ at the moment”
……………………………………………………………………………………..
B: “Ah. In that case, can I _______________________________?”
……………………………………………………………………………………..
A: “Of course. I’ll ______________________________________.”
B: “Thank you”
……………………………………………………………………………………..
A: “Can I help you with anything else?”
B: “________________________________________”
……………………………………………………………………………………..
A: “__________________________________________”
B: “Goodbye”

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Phone call B

A: “Hello? ______________________________________?”
……………………………………………………………………………………..
B: “Hello. Is that _________________________________________?”
……………………………………………………………………………………..
A: “I’m afraid ___________________________________________”
……………………………………………………………………………………..
B: “Ah. I see. Do you know _____________________________________?”
……………………………………………………………………………………..
A: “I’m sorry ____________________________________________”
……………………………………………………………………………………..
B: “Really? In that case, can I _____________________________________?”
……………………………………………………………………………………..
A: “I’m terribly sorry, but ______________________________________”
……………………………………………………………………………………..
B: “Could I possibly speak to __________________________________?”
……………………………………………………………………………………..
A: “Of course. Please hold the line while I ___________________________”
……………………………………………………………………………………..
A: “I’m very sorry, but he’s on another line. Would you like to ______________________________?”
……………………………………………………………………………………..
B: “Actually, could you _______________________________________ instead?”
A: “Of course. Is there anything else I can help you with?”
……………………………………………………………………………………..
B: “There was just one more thing. Would it be possible for me to ____________________________?”
……………………………………………………………………………………..
A: “I’d really like to help you with that but __________________________________”
B: “That’s okay. Thank you, goodbye”
……………………………………………………………………………………..
A: “______________________________________________. Goodbye.”

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Phone call C
A: “You are through the automatic switchboard of _____________________….

……………………………………………………………………………………..
…Please press 1 if you would like to ____________________________….

……………………………………………………………………………………..
… or please press 2 if you would like to ______________________________…”

……………………………………………………………………………………..
B: (presses 1)
A: “Thank you. Please hold the line while we connect you to ______________________”
……………………………………………………………………………………..
A: “Hello. ___________________________________________. John speaking. How can I help you?”
……………………………………………………………………………………..
B: “Hello. I’m phoning about _______________________________________________”
A: “Of course. What would you like to know about that?”
……………………………………………………………………………………..
B: “Could you possibly tell me ______________________________________________?”
A: “That will be no problem. Let me just have a look for the information”
……………………………………………………………………………………..
A: “Ah, here we are. It’s __________________________________________________”
B: “Can I just check that back?”
……………………………………………………………………………………..
A: “Of course, go ahead”
B: “You said _________________________________________________________________”
……………………………………………………………………………………..
A: “Ah. Actually, the first part should be _________________________________________”
B: “I see. Got it. Thank you very much”
……………………………………………………………………………………..
A: “Can I help you with anything else today?”
B: “No, that’s all thanks. Thank you for _____________________________________”
A: “Not at all. Thank you for _______________________________________________”

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