TAKING AND MAKING A CALL

• Reservation: an arrangement that you make

with a restaurant, hotel or travel agent so they
hold a table, a room or a seat for use at a
certain time in the future.
• Appointment: an arrangement to meet
someone at a particular time and place.
 Text Structure
• Greeting (give your name)
• Purpose
• Tell time and date
• Express your agreement/disagreement
• Closing/Leave-taking
 Greeting
• Receiver : Good
morning. This is Melani
• Caller : Good
Morning. I’d like to make an Purpose
appointment with the
Personal Manager
• Receiver : Hold on a
Time/date
moment please. I’ll check his
diary. Is 11 tomorrow okay?
• Caller : Perfect! Agreement/disagreement
Thank you.
• Receiver : With pleasure Closing/Leave Taking