2026.04.22_Answering the Phone & Taking Messages

Answering the Phone & Taking Messages

Focus: answering calls, asking for information, and taking messages professionally

Goal: by the end of this lesson, participants will be able to handle basic phone conversations and take clear messages.

1. Vocabulary Review (from previous lesson)

1. A fixed time by which something must be completed. __________

2. Development toward completion. __________

3. The latest information about something. __________

4. The current situation or stage. __________

5. Waiting to be completed. __________

2. Useful Phrases (Phone Communication)

Hello, this is ___ speaking. Example: Hello, this is Anna speaking.

How can I help you? Example: Good morning, how can I help you?

Can I take a message? Example: I’m afraid he’s not available. Can I take a message?

3. Natural Softeners

Just a moment, please. Example: Just a moment, please. I’ll check if she’s available.

I’ll just check that for you. Example: I’ll just check that for you.

Let me see if they’re available. Example: Let me see if he’s available.

4. Roleplay (Real Situation)

Scenario: Taking a Message

Caller: Hello, this is ___, I’m calling for John.

Employee: (Respond: introduce yourself + say John is not available)

Caller: Okay, no problem. Could you let him know I called?

Employee: (Respond: offer to take a message)

Caller: Yes, please. I’m calling about the project update.

Employee: (Respond: ask for more details)

Caller: It’s quite important. Could you ask him to call me back today?

Employee: (Respond: confirm the message + ask for contact details)

Caller: Sure, he can reach me at ___.

Employee: (Respond: confirm everything and close the call politely)

Caller: (Close the call)

Switch roles after 2–3 minutes.

Vocabulary (B2 Level)

5. Discussion Questions

1. What information should you always include when taking a message?

2. What could go wrong if a message is not taken correctly?

3. How can you make sure you understand a caller clearly on the phone?

4. What should you do if you don’t understand the caller?

5. When is it better to take a message instead of transferring a call?

6. What makes a phone conversation efficient and professional?

7. How can you avoid misunderstandings when taking messages?

6. Example Answers

1. You should include the caller’s name, reason for calling, and contact details.

2. The message might be unclear or incorrect, which can cause delays.

3. You can repeat the information and confirm it with the caller.

4. You should politely ask them to repeat or clarify.

5. When the person is unavailable or busy, it’s better to take a message.

6. A good call is clear, polite, and focused on key information.

7. You can confirm details by repeating them back to the caller.