Now listen to two conversations.

In the first conversation Richard Davies is calling the marketing department of a company and wants to be put through to Rosalind Wilson.

In the second conversation Mike Andrews wants to talk to Jason Roberts in the marketing department.

Michelle: Hello,you've reached the marketing department.

How can I help?

Male: Yes can I speak to Rosalind Wilson,please?

Michelle: Who's calling please?

Male: It's Richard Davies here

Michelle: Certainly.

Please hold and I'll put you through.