Conversation Gambits - Eric Keller, Sylvia T Warner 1988
61. Communication Problems
3. Responding Gambits
It is very easy to misunderstand someone on the telephone We can't see the person we are speaking to The line can be bad There may be other noises around us. In this difficult situation, we use the phrases in the list.
Work in pairs with these serious situations Correct communication is essential One student is the telephone receptionist for emergencies Take it in turns to be the caller
Situation 1 — Fire
Caller: This is an emergency. There is a fire on the sixth floor of my block 1 live on the fifth floor and there are clouds of smoke coming out of the flat above me (flat 609, 25 Sussex Drive) The hall outside my flat is filling with smoke.
Switchboard: Get the name, address, flat number, type of building. Find out if flames are visible. Tell the caller to set off the fire alarm and make sure to use the stairs, not the lift. Say the fire brigade is on its way.
Situation 2 — Police
Caller: There’s a fight in a bar at 313 King Street between a big fat guy with enormous muscles and a small fat guy with a moustache who looks like a professional wrestler. They're using knives. One of them has a gun. The big guy is bleeding badly.
Police station: Get the address of the bar, a description of the men and the name and address of the caller Tell him that a police car will be there within minutes.
Situation 3 — The Vet
Caller: You went into your bathroom and found a huge boa constrictor in the bath The snake didn't move and you played it cool You closed the window and the bathroom door You live at 104 Farnham Crescent
Vet: Get the name and address of the caller. Tell him to put the toilet seat down, keep the bathroom door shut A snake specialist will be there in two hours time
Situation 4 — the Hospital
Caller: Your wife is having a heart attack. She is feeling severe pain in her chest and left arm. She is sweating heavily and is very short of breath You live in flat 3a 48 Regency Road
Hospital: Get the address and tell the caller that an ambulance will be on its way straightaway. Tell him to give his wife artificial respiration, to keep her in a sitting-position but not to move her too much.
Sorry, what did you say?
1Sorry?
I didn’t get the bit about...
I’m sorry I can’t hear you.
It’s a very bad line.
1. Remember speakers of British English do not use Excuse me in this meaning For them, Excuse me is used before they disturb somebody, and only Sorry? or Pardon? are possible here
Situation 5
Think of an emergency situation which you have been involved in yourself Act out the situation with a telephone receptionist
Discussion
Have you ever been involved in a real-life emergency?
Tell the others about it
Did you do the right thing?
Would you mind saying that again?
Could you repeat your address, please?
Could you spell it, please?