[bad word]  [bad word] englistening 

Tom:  Has anyone seen the stapler? 
 
Anna:  I can't find any pens. 
 
Tom:  Oh, here it is. 
 
Paul:  Will  someone  answer that phone? 
 
Narrator:  Hello again and [bad word] back to English at Work.  The offices of Tip Top 
Trading have [bad word] chaotic since Denise left and just at a time when 
things are getting busy. How is everyone going to cope? Let's find out.  
 
Tom:  (Answering phone) Hello. Yes? It is. We're very busy so call back later. 
Bye. 
 
Anna:  That was a [bad word] Tom. 
 
Tom:  Well we're too busy to be nice. 
 
Narrator:  Hmm.  Not a good attitude Tom. Even when you are busy at work it's 
important to be polite on the phone. It could be a potential customer. 
Anna, I think you're going to have to remind  Tom about this. 
 
Anna:  Yes, I think so.  
 
Narrator:  If things are busy in the office you could say to someone on the phone 
'we're a bit busy at the moment,  could I take your name and number  and 
we'll call you back' and, 'when would be a convenient time to call you?' or if 
the caller wants to speak to someone specific you could say 'could I take a 
message please and I'll  make  sure he or she calls you back'. 
 
Anna:  That's useful. (Phone rings) Oh there goes the phone again. 
 
Paul:  Anna, could you get that please? I've got a mouthful  of biscuit. Thanks. 
 
Anna:  Sure Paul.  (Answers phone) Hello?  Tip Top Trading… yes, that's right… but 
things are a bit busy at the moment.  Could I take your name  and number 
and I'll  call you back as soon as I can… oh hold on, has anyone got a pen? 
 
Tom:  I think  [bad word] out. Denise usually orders them. Here, use my souvenir 
pen I bought in Italy, you see it changes colour if you hold it up to the 
light. 
 
Anna:  Thanks. Oh no! There's no paper to write it on. 
 
Tom:  Here, write it on my hand. 
 
Anna:  OK. Hold still. 7-4-9-0-5-6-8. Thanks for your patience, when is a good 
time to call you back? … OK… 3 o'clock… I'll  call you then. Goodbye. 
 
Tom:  Sounds important. 
 
Anna:  Possibly. (Phone rings) Oh not again!  (Answers phone) Hello, Tip Top 
Trading, Anna speaking…  I see… Well he doesn't seem to be here at the 
moment…  can I take a message and I'll get him  to call you back. 
(Whispering)  Tom, I need your other hand to write on… keep still. (To 
caller) OK, what's the message? … Yes, call Bob about the lemons  on 8-0-
9-5-2-4. OK, I'll pass that on. Thanks. Bye. 
 
Tom:  Goodness. It's been crazy here since Denise left. Look we've [bad word] out 
of teabags. I'll go and get some, shall I? 
 
Paul:  Hold  on Tom. Has that invoice for Tutti [bad word] been sent out yet? 
 
Tom:  I dunno. Denise usually sends out the paperwork. 
 
Anna:  I wish Denise  was here! 
 
Narrator:  So do we all!  It sounds like chaos in the office but however hectic things 
can get, remember  to remain  professional  when answering the phone. 
Here's a reminder  of some of the phrases you could use…  
We're a bit busy at the moment, could I take your name and number and 
we'll call you back. 
When would be a convenient time to call you? 
Could I take a message please and I'll  make sure he or she calls you back. 
 
Anna:  Ah there you are, Tom, you've been a long time.  I need to give Paul that 
important  message  I wrote on your hand. 
 
Tom:  Ah… yes… it's a bit tricky. You see, I went to the toilet and then I… washed 
my hands. 
 
Anna:  Oh no, you've washed the messages off! What are we going to do now? 
 
(Phone  rings) 
 
Tom:  Erm…  I'll get that, shall I? 
 
Anna:  We can't carry on like this. 
 
Narrator:    No you can't! Has Anna lost the numbers  of two potential clients? Can the [bad word] carry on like this? It certainly looks like it could do with another 
pair of hands.  What will happen next? Join us again next time for English 
at Work. Bye!