Taking and Leaving Messages

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Materials Daily News

Intermediate

Exercise 1

Useful Expressions

Taking a Message

How may I be of assistance?

I’m afraid the line is engaged/busy.

I’m afraid he/she is in a meeting/not available at the moment.

I'm sorry, he/she's out of the office today.

Can I put you on hold?

Can I take a message?

Would you like to leave a message?

Could you give me your number, please?

I'll make sure he/she gets the message.

Leaving a Message

May I speak with Mr. Clarke, please?
I would like to speak with Mr. Clarke, please.
When do you expect him/her back in the office?
I need to speak with him/her on an urgent matter.
May I leave a message?
Would it be possible to leave a message?
Please tell him/her that...
Please ask him/her to call me as soon as he/she gets in.

Exercise 2

Dialogue Practice

Read the dialogue aloud with your tutor.

Mr. Smith is calling to inform Mr. Clarke of something important.
	Receptionist Good morning, this is Happy Marketing. How may I be of assistance?
	Mark Smith I would like to speak with Mr. Clarke, please.
	Receptionist May I ask who's calling?
	Mark Smith This is Mr. Smith from the ACE Solutions company.
	Receptionist Mr. Smith, I'm afraid the line is engaged at the moment. Can I put you on hold?
	Mark Smith I'm afraid I have to go now, but I really need to talk to him on an urgent matter...
	Receptionist Would you like to leave a message, then?
	Mark Smith That would be great. Please tell him that we revised the terms of the contract and that we sent the document 2 days ago through e-mail. He needs to check it as soon as possible and then get back to us. If he did not receive the e-mail, please tell him to call my secretary and she will re-send it.
	Receptionist Duly noted, Mr. Smith. Could you give me that phone number, please?
	Mark Smith Yes, it’s 043-865-4821.
	Receptionist Thank you very much, Mr. Smith. I will make sure Mr. Clarke gets your message as soon as possible.

Check your understanding:

Did Mr. Smith manage to talk to Mr. Clarke?

What did Mr. Smith decide to do?

What did Mr. Smith want to tell Mr. Clarke?

Exercise 3

Role Play

Role-play the following situation with your tutor.

Situation

You work as a receptionist and you receive a call from the secretary of a company you collaborate with. They are calling to inform your manager that the date of the opening ceremony for their new shop has been changed. Your manager is in a meeting, so you will have to take a message. Your teacher will act as the secretary. Switch roles afterwards.

Exercise 4

Discussion

In your line of work, do you often have to relay messages?

What do you think is the hardest part about taking messages?

What kind of skills must a good receptionist have?

If the person you are calling is not available, do you usually leave a message? Why? Why not?