English for the Canadian Workplace Course: Meetings and phone calls

1. Pergunta 1 de 16

   What is a meeting agenda?

   • ANotes of what was decided
   • BA list of topics for the meeting
   • CThe form to book a room
   • DA list of the people who were late to the meeting
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   Resposta: B. A list of topics for the meeting

   An agenda lists the topics in order, usually sent before the meeting. Notes of decisions are called minutes.

2. Pergunta 2 de 16

   In a meeting, what is an action item?

   • AA short break in the meeting
   • BA vote on the next meeting date
   • CA topic that was not discussed
   • DA task someone agreed to do, often with a due date
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   Resposta: D. A task someone agreed to do, often with a due date

   An action item is a task with an owner and usually a due date. Write down any action items that are yours.

3. Pergunta 3 de 16

   You want to share an idea while someone else is talking. What is best?

   • AKeep the idea to yourself
   • BWait for a pause, then say "I'd like to add something"
   • CTalk louder than them
   • DSend a text to the chair
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   Resposta: B. Wait for a pause, then say "I'd like to add something"

   Wait for a pause and use a polite phrase to join in. Talking over people is seen as rude.

4. Pergunta 4 de 16

   Which sentence disagrees politely in a meeting?

   • AYou're wrong about the cost.
   • BNo. Next topic, please.
   • CI see your point, but I'm worried about the cost.
   • DThat's a bad idea.
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   Resposta: C. I see your point, but I'm worried about the cost.

   Show that you heard the other person, then give your concern: "I see your point, but ..."

5. Pergunta 5 de 16

   You accepted a meeting invitation, but now you cannot attend. What should you do?

   • AExplain the next day
   • BTell the organizer as early as possible
   • CSend a coworker in your place without telling anyone
   • DJust don't go
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   Resposta: B. Tell the organizer as early as possible

   If you can't attend a scheduled meeting, tell the people involved as early as possible.

6. Pergunta 6 de 16

   Listen. What is Lucy's action item?

   Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

   Sem som? Leia o texto

   Nadia: Okay, last item. The new safety boots arrive next week. Can someone pick them up from the supplier?
   Kwame: I can do that on Tuesday morning.
   Nadia: Great. So Kwame picks up the boots on Tuesday. Lucy, can you update the size list by Monday?
   Lucy: Sure, no problem.

   • APick up the new safety boots on Tuesday morning
   • BCall the supplier
   • CUpdate the size list by Monday
   • DOrder new safety boots
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   Resposta: C. Update the size list by Monday

   Nadia asks Lucy to update the size list by Monday, and Lucy agrees. Kwame's action item is the pickup.

   Transcrição

   Nadia: Okay, last item. The new safety boots arrive next week. Can someone pick them up from the supplier?
   Kwame: I can do that on Tuesday morning.
   Nadia: Great. So Kwame picks up the boots on Tuesday. Lucy, can you update the size list by Monday?
   Lucy: Sure, no problem.

7. Pergunta 7 de 16

   Listen. Who will pick up the boots?

   Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

   Sem som? Leia o texto

   Nadia: Okay, last item. The new safety boots arrive next week. Can someone pick them up from the supplier?
   Kwame: I can do that on Tuesday morning.
   Nadia: Great. So Kwame picks up the boots on Tuesday. Lucy, can you update the size list by Monday?
   Lucy: Sure, no problem.

   • ANadia
   • BKwame
   • CLucy
   • DThe supplier
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   Resposta: B. Kwame

   Kwame offers to pick them up on Tuesday morning, and Nadia repeats it: "So Kwame picks up the boots."

   Transcrição

   Nadia: Okay, last item. The new safety boots arrive next week. Can someone pick them up from the supplier?
   Kwame: I can do that on Tuesday morning.
   Nadia: Great. So Kwame picks up the boots on Tuesday. Lucy, can you update the size list by Monday?
   Lucy: Sure, no problem.

8. Pergunta 8 de 16

   Which is a professional way to answer the phone at work?

   • AWhat do you want?
   • BHello, who is this?
   • CYeah, hello?
   • DGood morning, Westside Clinic, Mei speaking. How can I help?
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   Resposta: D. Good morning, Westside Clinic, Mei speaking. How can I help?

   A professional greeting gives a greeting, the workplace name and your name, then offers help.

9. Pergunta 9 de 16

   A caller asks for your manager, who is in a meeting. What do you say?

   • AShe's busy. Call back later.
   • BShe's in a meeting. Bye.
   • CI'm sorry, she's not available. Can I take a message?
   • DI don't know where she is.
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   Resposta: C. I'm sorry, she's not available. Can I take a message?

   Say politely that the person is not available and offer to take a message.

10. Pergunta 10 de 16

    When you take a phone message, which details matter most?

    • AOnly the time of the call
    • BThe caller's age, home address and date of birth
    • CThe weather where the caller is
    • DThe caller's name, number and reason for calling
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    Resposta: D. The caller's name, number and reason for calling

    A good message says who called, for whom, how to call back, why they called, and the date and time.

11. Pergunta 11 de 16

    A caller says their name is Siobhan. You are not sure how to write it. What should you do?

    • AAsk them to call back later
    • BWrite it the way you think
    • CWrite "a woman called"
    • DAsk them to spell it
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    Resposta: D. Ask them to spell it

    Names are easy to get wrong. Politely ask, "Could you spell that for me, please?"

12. Pergunta 12 de 16

    Listen. Why is Daniel calling?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    Daniel: Hi, this is Daniel Okafor from Prairie Supply. I'm calling about your order for twenty pallets. We can deliver on Thursday instead of Wednesday. Please call me back at 780-555-0193. Again, that's 780-555-0193. Thanks.

    • ATo ask for payment
    • BTo cancel the order
    • CTo change the delivery day
    • DTo place a new order for twenty more pallets
    Mostrar resposta

    Resposta: C. To change the delivery day

    Daniel says they can deliver on Thursday instead of Wednesday, so the delivery day is changing.

    Transcrição

    Daniel: Hi, this is Daniel Okafor from Prairie Supply. I'm calling about your order for twenty pallets. We can deliver on Thursday instead of Wednesday. Please call me back at 780-555-0193. Again, that's 780-555-0193. Thanks.

13. Pergunta 13 de 16

    Listen. What number should you call back?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    Daniel: Hi, this is Daniel Okafor from Prairie Supply. I'm calling about your order for twenty pallets. We can deliver on Thursday instead of Wednesday. Please call me back at 780-555-0193. Again, that's 780-555-0193. Thanks.

    • A780-555-0139
    • B780-555-1093
    • C780-555-0193
    • D708-555-0193
    Mostrar resposta

    Resposta: C. 780-555-0193

    Daniel says 780-555-0193 twice. Good voicemails repeat the number so the listener can check it.

    Transcrição

    Daniel: Hi, this is Daniel Okafor from Prairie Supply. I'm calling about your order for twenty pallets. We can deliver on Thursday instead of Wednesday. Please call me back at 780-555-0193. Again, that's 780-555-0193. Thanks.

14. Pergunta 14 de 16

    Which voicemail message is best?

    • AHi, it's Ana Silva, 403-555-0110, about next week's schedule. Please call me back.
    • BHi, it's me. Call me back.
    • CHi, this is Ana. I'm calling about something. Talk soon.
    • DHey, it's Ana Silva about next week's schedule. Bye!
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    Resposta: A. Hi, it's Ana Silva, 403-555-0110, about next week's schedule. Please call me back.

    A good voicemail gives your name, your number, a short reason and a clear request. Speak slowly so the person can write it down.

15. Pergunta 15 de 16

    Read the minutes. What must everyone do?

    Team Meeting: Minutes
    Date: October 6
    Present: Nadia (chair), Kwame, Lucy, Ben

    1. Holiday schedule: Ben will post the December schedule by November 15.
    2. Break room: The new fridge arrives next week. Everyone must label their food.
    3. Training: First aid training is on October 20. Kwame will book the room.

    Next meeting: October 20, after training.

    • AMeet again on November 15
    • BBook the training room
    • CLabel their food in the fridge
    • DPost the December holiday schedule by November 15
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    Resposta: C. Label their food in the fridge

    Item 2 says everyone must label their food. The other tasks belong to one person each.

16. Pergunta 16 de 16

    Read the minutes. Who chaired the meeting?

    Team Meeting: Minutes
    Date: October 6
    Present: Nadia (chair), Kwame, Lucy, Ben

    1. Holiday schedule: Ben will post the December schedule by November 15.
    2. Break room: The new fridge arrives next week. Everyone must label their food.
    3. Training: First aid training is on October 20. Kwame will book the room.

    Next meeting: October 20, after training.

    • ABen
    • BNadia
    • CLucy
    • DKwame
    Mostrar resposta

    Resposta: B. Nadia

    The list of people present shows "Nadia (chair)". The chair is the person who leads the meeting.

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