1

Theme: Phone Conversation Aim: 1. Develop language skills in listening, reading, speaking, through problem solving tasks2. Develop mental abilities through solving communication problems by comparing,

analyzing, logical thinking and evaluating.3. Develop communication culture.

Уровень: полусамостоятельной и самостоятельной активности

I. Принятие цели и задачи урока учащимися через проблемное изложение материала. Проблематизировать, значит вскрыть «невидимую» проблему.

The problems can be: a. Cultural b. Language c. Situational.

2

You are not right.I don’t think you are right.You are wrong.I’m afraid you are wrong.

1. Compare and say which way it is polite to say, 2. which sentence sounds English.

3

II. Solution of the cultural problem.2.1. Analyze the phrases and choose those you will use during your conversation, say why you have chosen them. Card 1:  What do you want? How can I help you? Do you recognize me? Peter is speaking. Wrong number. I’m afraid you’ve dialed the wrong number. What number are you calling? I want to speak to Victor, please. One sec. Just a moment, please. Hold on. Can you hold on a minute? Can you call back later? Could you possibly call back later?

4

2.2. How can you make questions sound polite? Choose the right phrase to each question and make it polite.Card 2:  Have you booked the tickets yet? Is Mr. Brown in?  When is Mr. Brown back? Where can I get the brochure? Who can help me? I wonder…I’m afraid…I’d like to know…Do you know…Can/ Could you tell me...Have you got any idea…

5

2.32.3 Listen and say whether the dialogue sounds polite or not. Why? Listen and say whether the dialogue sounds polite or not. Why? DIALOQUEEVE:EVE:             Hello. Can I speak to Dave Edgar please?WOMAN:WOMAN:     I’m afraid he isn’t home from work yet. Who’s speaking?EVE:EVE:              It’s Eve Maxwell here, a friend of his. Have you any idea when he’ll be back?WOMAN: WOMAN:      I’m not sure. He sometimes works late.EVE:EVE:              I see. Could you tell me what his work number is? I’m afraid I’ve lost it.WOMAN:WOMAN:      Yes, hold on while I look in the book. It’s 31556.EVE: EVE:              Thanks. By the way, do you know if he received a parcel this morning?WOMAN: WOMAN:      Sorry, I don’t know. I could go and ask my husbandEVE:   EVE:         No, don’t bother. I’m phoning from a public call box. Anyway, thanks for your help. Goodbye.WOMAN: WOMAN:      Goodbye.

6

2.32.3 Listen and say whether the dialogue sounds polite or not. Why? Listen and say whether the dialogue sounds polite or not. Why? DIALOQUEEVE:EVE:             Hello. Can I speak to Dave Edgar please?WOMAN:WOMAN:     I’m afraid he isn’t home from work yet. Who’s speaking?EVE:EVE:              It’s Eve Maxwell here, a friend of his. Have you any idea when he’ll be back?WOMAN: WOMAN:      I’m not sure. He sometimes works late.EVE:EVE:              I see. Could you tell me what his work number is? I’m afraid I’ve lost it.WOMAN:WOMAN:      Yes, hold on while I look in the book. It’s 31556.EVE: EVE:              Thanks. By the way, do you know if he received a parcel this morning?WOMAN: WOMAN:      Sorry, I don’t know. I could go and ask my husbandEVE:   EVE:         No, don’t bother. I’m phoning from a public call box. Anyway, thanks for your help. Goodbye.WOMAN: WOMAN:      Goodbye.

7

2.4. Listen to the dialogue the second time and Listen to the dialogue the second time and answer the questions. answer the questions. One is extraOne is extra, find it.. , find it.. 1. Who does Eve want to speak to? 2. Where is he? 3. What is the number of Eve’s credit card? 4. Do you think the woman is Dave’s: a) wife, b) landlady, c) girl friend? 5. What three things does Eve want to know?

8

2.5. Beginning a telephone conversation. Here is the beginning of a telephone conversation between two people who don’t know each other. Put it in the right order, then listen and check it according to the model.Hello. TVS computer Services, Darren speaking. How can I help you?Certainly. Who’s calling, please?Good morning. Could I speak to your customer services department, please?Ok. You’re through now. Go ahead.One moment, Mr. Jones. I’m trying to connect you.Thank you.Yes, please.This is Keith Jones.I’m afraid the line is busy at the moment. Will you hold?Hello. Is that customer services? I was wondering if you could tell me…

9

2.6. Ending a telephone conversation. Here is the end of the telephone conversation between two work colleagues, Andy and Barry. Put it in the right order, then listen and check it according to the model.So, Barry. It was good to talk to you. Thank you very much for phoning.I certainly will. And you’ll send me a copy of the report?That’s great, Barry. Have a good weekend!My pleasure. By the way, how’s your golf these days? Still playing? Same to you, too! Bye, Andy.OK. I don’t want to keep you. So, you’ll give me a ring when you’re back, right?No, not much. I just don’t seem to find the time these days. Anyway, Barry…It’s true. Right, Barry. I must fly. I’m late for a meeting.What a shame, you used to enjoy it so much.Bye, Barry.

10

2.7 Study the table how to begin and end the conversation and match the two

columns, check with the key and add your sentences in the right column.

Beginning a telephone conversationa. Answering the phone 1. Is that Sarah? Who’s calling?

b. Introducing yourself 2. How are things? How’s the family? How is everything?

c. Asking who is speaking 3. Not too bad, thanks. We’re surviving. Pretty good, thanks.

d. Asking how someone is 4. Hello. 267890.Hello. Simpson’s Travel Agents. Hello. The Regent Hotel. Kathy speaking. How can I help you?

e. Saying how you are 5. Hello, James. This is Sarah Jackson. Hi, Sarah. It’s Alan.(Is that Mr. Brown?) Speaking.

f. Asking about someone work 6. How are things at work? I’ve got a lot on. Thing are looking up. I mustn’t complain

g. Talking about work 7. What are you up? Have you got a lot on at the moment?

Ending a telephone conversationh. Signaling that you want to end 8. So you’ll give me a ring when you’re back, right? And you’ll

send me a copy of the report? It’ll be in the post tonight. I’ll see you on the fourteenth in the bar of The County.

i. Confirming arrangements at the end of the phone call 9. So, Barry. It was good to talk to you. Anyway, Barry…Right, Barry. I must fly. I’m late for a meeting.

11

III. Solution of the language problem. 3.1. My computer’s gone wrong! Read the telephone conversation and restore the lost information. Listen to the dialogue and check. Read in pairs with changes.D. Good afternoon, Apple Helpline here. I’m Damian. How can I help you?V. Oh, at last! Hello, Damian. I (a) _____________ got a terrible problem with my computer. It (b) ______________ (not) working at all!D. Ok. Ok. Tell me you name and you company name and describe what (c) ___________ happened.V. My name’s Valerie, Val actually, Valerie Marks. I (d) ___________ (not) work for a company, I’m self-employed. I work at home, and I (e) _________ trying to meet an important deadline at the moment. This morning I (f) _______________ working away happily, when suddenly everything stopped and a message came on the screen. Then the screen went blank.D. Ok Val, (g) _____________ (not) worry! What (h) ____________ the message say?V. I can’t remember exactly, because I (i) ________________(not) understand it, but I think it said something about “ not enough memory.”D. it’s OK, Val. I understand. Tell me, Val, (j) ____________ you switched the computer off?V. No, I (k) __________ (not). It’s still on.D. Fine, Val. Now do exactly want I say. Go to your computer, OK? Can you see a ‘W’ with the mouse? What (l) __________ it say? Can you read it to me?V. It says three things. There’s a list of three things. First it says….

12

№dialogues

Service name

Caller’s name

Computer problem

What the message says

1

2

3

4

3.2. Make up your own dialogue, present it to the class; fill in the table while listening to the dialogues

13

1. You phone your friend who you have been working with, but it turns out he has got a problem with the computer too. He says his neighbour can help.2. You phone the neighbour asking for help. He comes, but it appears that he doesn’t know Windows 2007 Operating System; he gives you the phone number of the Compute Service Helpline.3. You call the Compute Service Helpline, explain the problem, but the person on the line doesn’t want to listen to you, another firm has been registered on this phone number. He advises to call up the enquiry office. 4. You call the enquiry office and get two Compute Service phone numbers.5. At last you have got connected to the Compute Service Helpline, you explain the problem, the secretary takes your address, but adds that the master is busy he can repair your computer the next day.6. You get in touch with the other Compute Service Helpline, you come to an agreement about computer service, but it turns out the service is much more expensive than you can afford; you get advice to call up the emergency service.7. Emergency Service Master comes, reanimates the computer half priced. You are able to finish the project and present it on time. You are successful.

IV. Step by step solution of the situational problem. Task: You are working at the project that you have to present to the class the next day. But suddenly something wrong has gone with the computer, it is cut off. You are afraid that some of the project information is lost. Who will you appeal to? What are you going to do?

Problem solving steps:

14

Что должен  делать учитель? требования к процессу

Побуждать учащихся формулировать имеющиеся у них идеи и представления, высказывать их.

Сталкивать учащихся с явлениями, которые входят в противоречие с имеющимися представлениями.

Побуждать к выдвижению предположений, догадок, альтернативных объяснений.

Давать учащимся возможность исследовать свои предположения в свободной и ненапряженной обстановке, особенно путем обсуждений в малых группах.

Предоставлять ученикам возможность применять новые представления к широкому кругу явлений, ситуаций, так, чтобы они могли оценить их прикладное значение.

15

литература

Е.В. Ковалевская. Проблемное обучение: подход, метод, тип, система. Москва, МНПИ, 2000.

New Headway English Course. Upper-Intermediate. Student’s Book. Liz and john Soars. Oxford University Press, 2002.

Blue Print. Intermediate. Elaine Walker, Steve Elsworth. Longman, 1995.

New Headway English Course. Intermediate. Workbook, Lis and John Soars. Oxford University Press, 2001.