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English for Business

Unit 12 Confirming and rearranging appointments

Section 2-Telephoning

Speaking

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Outline01. Review (3mins)

02. Exercise (4mins)

03. Speaking (15mins)

04. Summary (2mins)

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A. Review

TI: Do a brief review of last lesson.

Review the tips of how to confirm or reschedule appointments:

Suggested time: 3mins

Tips review

① Once you got a time, date and place, confirm the topic, date, time and place.

② Suggest a time and date if your partner cannot keep the original appointment.

③ Check to see if your partner has any new requests.

Now, please complete two exercises on the following slides.

Do you remember what phrases and expressions you have learned in Unit 11? If you want to make a call to confirm an appointment, what phrases can be used? Try to list one or two out of them.

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B. Exercise

3TI: Ask S to do the exercise. Then repeat each sentence. The answers are on the next page.

Suggested time: 2mins

1. Complete the sentences with words from the box and then repeat each sentence.

spell confirm look forward to teleconference check better

1. I’m just ringing to _________ our appointment for Friday morning.

2. Can I just __________ the address?

3. Could you _________ that for me?

4. That’s not a problem. Would Thursday afternoon be ________ for you?

5. Would it help if I arranged a _______?

6. I _________ seeing you then.

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2. Match the following strategies on the left with the expressions on the right.

TI: Ask S to do the exercise. The answers are on the next page.

Suggested time: 2mins

A. Introduce who you are.

B. State the purpose of your call.

C. Suggest a time and date.

D. Cancel the original appointment.

E. Check if she/he has any new

requests.

① Sorry, could we reschedule our meeting?

② I’m just calling you to confirm our

appointment for next Monday.

③ Hello, this is Christina from Savechildren

team. How are you?

④ Are you free at 11 a.m. on next Tuesday?

⑤ I’ll email you the details. Would you be

interested in any of other projects in our

team?

Answers: 1 confirm; 2 check; 3 spell; 4 better; 5 teleconference; 6 look forward to

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C. SpeakingSuggested time: 4mins

TI: Ask S to complete the practice. Encourage S to speak and give S useful advice when they finish.

Answer:A③; B②; C④D①; E⑤

You are the customer relations manager for an insurance company. You’re going to call your customer Jack to discuss a contract next week. You will make a call to confirm your appointment.

1. Follow the instruction below and then complete the scenario 1.

When confirming your appointment, you should: Greet your customer, say who you are and where you work. Explain the reason for your call. Check that you have the correct address. Make notes if necessary. Thank Jack and end the call.

Scenario 1

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Suggested time: 5mins

2. Follow the instruction below and then complete the scenario 2.

Imagine you have a meeting booked on next Monday at 4 p.m. with Daniel, a computer game designer. But Daniel has to change the date of your appointment because he’s going to attend a wedding ceremony of his best friend. You will rearrange a meeting with Daniel.

You should: Introduce who you are. Suggest a time and date. Check if Daniel has any other requests.

TI: Ask S to complete the practice. Encourage S to speak and give S useful advice when they finish.

Scenario 2

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Suggested time: 6mins

3. Try the role play below.

*Tip: Use the tips and expressions you’ve learned in the previous unit. Try to engage in some small talks to make your customer feel at ease.

Monday Tuesday Wednesday Thursday Friday

9:0010:0011:0012:0013:0014:0015:0016:00

√

√√

√

√√

√√

√√

Telephone my

customer

√

√√√

√

√√V√√

Role playa. The left is your schedule for next

week. Time marked with ticks “√” is scheduled by other things. You will telephone your customer (your tutor) to confirm your meeting.

b. Having made the arrangement, now the customer (your tutor) has to attend an important meeting at the time you have arranged to meet the customer. Make a call to reschedule the appointment.

TI: Do a role play with S and give S feedback when you finish the conversation.

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TI: Summarize what S has learned in the previous unit and give S feedback for their further study.

D. Summary

Suggested time: 2mins

What should you do after class?

1. Familiarize yourself with the tips, phrases and expressions of how to confirm or rearrange appointments.

2. Try to record yourself for review and then listen to yourself to check if you clearly know how to confirm or rearrange appointments.

What you have learned in Unit 11 and Unit 12:

✓ Tips and expressions of how to confirm an appointment;✓ Tips and expressions of how to reschedule an appointment;✓ Speaking skills of how to confirm and rearrange appointments.

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See you the next unit!

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