Office English

Lesson 4Oct. 24, 2012

Dialogue: Taking a message1. Joan answers the phone.Joan: Good afternoon, Johnson and Pelt. May I help you?Caller: Hi, I’d like to speak to Ed Johnson, please. Joan: Mr. Johnson is away from his desk at the moment. May I take a message or would you like his voice mail?Caller: Let me give you a message, please. This is Wei-Li from Global Solutions. I wanted to touch base with him about our presentation next week.

Dialogue: Taking a messageJoan: OK … can I ask you to spell your name, please? Caller: Of course, it’s W-E-I, L, as in lion, and I.Joan: Thank you. And your number, please?Caller: I’m sure he has it, but I’ll give it to you again. It’s (202) 449-9930. Please ask him to call me back ASAP.Joan: Certainly. To confirm, this is Wei-Li of Global Solutions, you’re at (202) 449-9930, and you want to talk about the presentation, correct?Caller: That’s it, thanks.Joan: I’ll pass along the message as soon as Mr. Johnson returns.

Sample sentencesA. Taking a message• 1. Would you like to leave a message?• 2. I can take a message for him, if you like.• 3. Can I take a message for her?• 4. Would you like me to pass a message on to

her?

Sample sentencesB. Taking information• 1. Could I have your name, please?• 2. And you’re with …?• 3. Can you tell me what this is regarding?• 4. Will Mr. Johnson know what this is

regarding?• 5. Is this an urgent matter?• 6. Is that your direct line?• 7. When is a good time to reach you?

Sample sentencesC. Transferring to voice mail• 1. Would you prefer her voice mail?• 2. Would you care to leave a message on his

voice mail?• 3. Mr. Pelt’s out of office. I’ll put you through to

his voice mail.• 4. Mr. Pelt’s requested that he calls be put

through to his voice mail.

Pair work1. Find a partner and practice using this

conversation prompt. Then, think of another prompt.

2. Student A is receptionist for caller 1; Student B is receptionist for caller 2.

Pair work

Caller 2:

You are an agent for a performer at an event on Tuesday. You urgently need to speak to Stan about your client’s contract. Leave your home cell phone numbers to Stan can reach you as soon as possible.

Caller 1:

You work for Casual Caterers. You are returning Stan’s call about Tuesday’s event. You want Stan to call you back as soon as possible. Use your own phone number to complete the message.

Receptionist:

You are a receptionist for Big Time Productions. Your boss, Stan, is out of the office until Monday, and you have been instructed to take detailed messages while he is gone.

Dialogue: Dealing with communication difficulties

1. Difficulty hearing or recording information

June: Could you please tell Mr. Taylor that June Yu called? It’s about the Hanyecz account. We need to set a date for the …

Jay: I’m sorry, I didn’t catch that last bit. We’ve got a bad connection. Could you please repeat that?

June: Yes – the Hanyecz account. We need to set a date for next month’s meeting.

Jay: And could you please spell Hanyecz?

June: Sure, it’s H-A-N, as in Nancy, Y-E-C, as in cat, Z, as in zebra.

Jay: Got it, thanks!

Dialogue: Dealing with communication difficulties

2. Difficulty understanding information

June: Could you also make sure Mr. Taylor knows that it’s his responsibility to arrange the monthly meting for this month?

Jay: I’m sorry, I’m not sure I understand. The meeting you talked about earlier isn’t the monthly meeting?

June: No, that’s a special meeting to discuss some issues with their account. The monthly meeting is something different.

Jay: OK, let me make sure I’ve got this straight. Mr. Taylor needs to call you about a meeting about the Hanyecz account, and he also needs to arrange for the regular monthly meeting you have?

June: That’s it.

Sample sentencesA. Identifying communication difficulties

1. There’s a lot of static on this line.2. I didn’t hear that last bit – you cut out for a

moment.3. This line is really fuzzy.4. Are you moving or something? Your voice

keeps going in and going out.

Sample sentencesB. Asking for repetition

1. I didn’t catch that. Could you repeat that, please?

2. Come again?3. What’s that again?4. Could you say that again?

Sample sentencesC. Asking for clarification or more information

1. Could you spell that for me?2. Is that C-A-N, as in Nancy, T, as in Tom, N, as in

Nancy?3. I’m afraid I don’t understand.4. I don’t think I follow you. 5. Could you elaborate on that, please?

Sample sentencesD. Confirming information

1. Let me read that back to you.2. Let me just confirm this information.3. Let me double-check this with you.4. Let me make sure I’ve got this down

correctly.

Pair workStudent A:

You are calling for George Cooper. Your name is Hansel Nicholas. You want Mr. Cooper to call you back as soon as possible to talk about problems with the budget. Your number has changed. Your new number is (404) 554-9938, extension 220.

Student B:

You are George Cooper’s secretary. Mr. Cooper will not be in until later this afternoon. Take a message for Mr. Cooper. Make sure to ask for all the information Mr. Cooper will want and to confirm the information you receive.