23 Business Phone – Following up on a request

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn new expressions to use when following up on a request. You will also learn new vocabulary.

PART A_1
Let’s read the meaning and examples of each word aloud. Please repeat after me.
PART A_2
1. put on hold 疎通を待つ
words: [idiom:イディオム] waiting to be connected while making a telephone call
example: I rang earlier, but I was put on hold .
2. momentarily 一時的に
words: [adverb:副詞] for a short time
example: Our system is momentarily unavailable.
3. heads-up 注意の呼びかけ
words: [noun:名詞] an advance notice or warning of something
example: I’ll give you a heads-up soon.
4. via 通して
words: [preposition:前置詞] by way of; through
example: I’ll send you a heads-up via email.
5. apologize 謝る
words: [verb:動詞] express regret for something that one has done wrong
example: I apologize for failing to confirm that first.
6. escalate エスカレートする
words: [verb:動詞] to move a concern up to the next higher level
example: We already escalate d your request.
PART A_3
Make sentences using the given vocabulary words.
PART A_4
put on hold
Answer:
momentarily
Answer:
heads-up
Answer:
via
Answer:
apologize
Answer:
escalate
Answer:
Answer:
PART B_1
We will read aloud the dialogue below. I will check your pronunciation and intonation.
PART B_2
Tutor: Hello, this is Annie Johnson of Royal firm. I rang earlier,
but I was (1) put on hold. I would like to check the status of my request, please.
Student: Oh, I’m sorry. Our system is (2) momentarily unavailable.
I’ll send you a (3) heads-up (4) via email, Miss Johnson.

Tutor: I appreciate that, but I’m afraid I can’t access my email right now.
When is a good time to call?
Student: Oh, I (5) apologize for failing to confirm that first.
You could try ringing after an hour.
Tutor: Noted. Please know that this is urgent. Thanks!
Student: We already (6) escalated your request, Miss Johnson.
We’ll give you an update soon. Thank you for calling.
PART B_3
Read aloud, filling in the blanks as you remember the sentence you just read.
PART B_4
Tutor: Hello, this is Annie Johnson of Royal firm. I rang earlier,
but I was (1) ___________. I would like to check the status of my request, please.
Student: Oh, I’m sorry. Our system is (2) ___________ unavailable.
I’ll send you a (3) _________ (4) ___________ email, Miss Johnson.
Tutor: I appreciate that, but I’m afraid I can’t access my email right now.
When is a good time to call?
Student: Oh, I (5) _________ for failing to confirm that first.
You could try ringing after an hour.
Tutor: Noted. Please know that this is urgent. Thanks!
Student: We already (6) _________ your request, Miss Johnson.
We’ll give you an update soon. Thank you for calling.
PART C
Your tutor will read the following statements.
Choose the appropriate response for each item.
PART C_1
I rang earlier but I was put on hold.
PART C_1
a. Yes, understand.
b. May I know the reason?
c. Oh, I’m sorry.
d. Okay. This is noted.
PART C_2
I would like to check the status of my request, please.
PART C_2
a. No, Ma’am.
b. I’m sorry, but I don’t know.
c. May I have your Twitter ID, Ma’am?
d. Our system is momentarily unavailable.
PART C_3
I’ll send you a heads-up via email, Miss Johnson.
PART C_3
a. I am busy.
b. No, thank you.
c. I appreciate that.
d. I am sorry, but why?
PART C_4
When is a good time to call?
PART C_4
a. Don’t worry, I’ll call you back.
b. You could try ringing after an hour.
c. Whenever you want.
d. Anytime we’re open, Ma’am.
PART C_5
Please know that this is urgent.
PART C_5
a. We can’t do anything about it.
b. No, we’re here to help.
c. We already escalated your request, Miss Johnson.
d. We need to wait for further instructions.
REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.