Office phone calls: speaking clearly and politely

A1
90 min
Premium
1

Think about these questions before reading. Share your ideas with a partner.

  1. What do you say when you answer your phone?
  2. Who do you talk to on the phone at work?
  3. What is important information for a phone message?
2

Taking a Phone Message

Listen to the dialogue. Notice how the vocabulary and grammar from the lesson are used.

3

Answer these questions in your own words. Support your answers with evidence from the article.

01Who does Marco want to speak to?
Sample answerHe wants to speak to Mr. Jones.
02Is Mr. Jones at the school?
Sample answerNo, he is not there right now.
03What is Marco's phone number?
Sample answerHis phone number is 555-2468.
04What will Emma do with the message?
Sample answerShe will give the message to Mr. Jones.
4

Key phrases for phone calls

Vocabulary
These expressions will help you communicate more naturally on the phone.
Examples
to call back — to telephone someone again later
For example: 'He is not here. Can you call back in one hour?'
to take a message — to write down information for someone who is not available
This is a polite offer. You can ask, 'Can I take a message for him?'
the line is busy — the person you are calling is already talking on the phone
You can say, 'I tried to call, but the line was busy. I will try again later.'
hold on, please — wait for a short time
This is a polite way to ask someone to wait. You can also say, 'Just a moment, please.'
wrong number — an incorrect phone number
If someone calls you by mistake, you can say, 'Sorry, I think you have the wrong number.'
5

Phone words

Match each word or phrase with its meaning.

Drag or click to match
Definitions
6

Grammar: Using 'can' for requests and ability

Grammar
We use the verb 'can' to ask for something politely on the phone. We also use it to talk about what is possible or what someone is able to do.
Examples
Can I speak to Mr. Smith, please?
Use 'can' to make a polite request.
I can call back in one hour.
Use 'can' to say what you are able to do.
Sorry, she can't come to the phone right now.
Use 'can't' (cannot) for the negative form.
Key points
  • For questions, use: Can + subject + verb? (e.g., Can you wait?)
  • For negative sentences, use: subject + can't + verb. (e.g., I can't hear you.)
  • Always use the simple form of the verb after 'can' (e.g., 'can speak', not 'can to speak').
7

Complete the sentences with words from the box. One word is extra.

Word bank
01Mr. Chen is not here. Can I take a ?
02I tried to phone her, but the line was .
03One moment, please. Can you on?
04I think you have the wrong . This is not the bookshop.
05She is in a meeting. I will ask her to you later.
8

Useful phrases: Taking a message on the phone

Vocabulary
When you answer the phone at work, you need to be polite and clear. Use these phrases when a colleague is not available and you need to take a message for them.
Examples
'Good morning, [Company Name].' — to answer the phone politely.
Register: Neutral/Formal. Use this when you first answer the phone at work. You can also say 'Good afternoon'.
'I'm sorry, he/she is not here right now.' — to say someone is not available.
Register: Neutral. This is a polite way to say someone cannot take the call. You can also say '...is not at his desk'.
'Can I take a message?' — to offer to help the caller.
Register: Neutral. Use this after you say the person is not available. It shows you want to help.
'Can I take your name, please?' — to ask for the caller's name.
Register: Neutral. Use this to get the caller's name for the message. Adding 'please' makes it more polite.
'And your phone number?' — to ask for the caller's number.
Register: Neutral. A quick and natural way to ask for the phone number after you have asked for their name.
'Okay, I'll give him/her the message.' — to end the conversation and confirm you will help.
Register: Neutral. Use this to show the caller you understand and will give the message to your colleague.
9

Choose the best answer based on the article.

01Who answers the phone at 'The English School'?
02Why can't Marco speak to Mr. Jones?
03What information does Emma ask for?
04What does Marco want Mr. Jones to do?
10

Discuss these questions with a partner. Try to use vocabulary from the lesson.

  1. In your country, is it okay to call a colleague after work hours? Why or why not?
  2. Is it better to call or to send an email for work? Why?
  3. You need to take a message for your boss. Is it better to write it on paper or send a text message? Why?