.png){kind=small}
Exercise 1
Useful Expressions
Direction: Read the useful expressions with your tutor.
Good morning, this is [Your Name] speaking. How can I help you?
Could you please hold for a moment?
I’m afraid [Name] is not available right now. May I take a message?
Thank you for calling. Have a great day!
Exercise 2
Vocabulary
Direction: Listen and repeat after your teacher
Front desk clerk
Meaning:
A person who answers phones and greets visitors at a company
- The receptionist answered the phone politely and transferred the call.
Redirect
Meaning:
To move a call to another person or department
- I’ll transfer you to the sales department. Please hold.
Voicemail
Meaning:
A recorded message someone leaves when a call is not answered
- I left a voicemail with my contact details and reason for calling.
Mute
Meaning:
To turn off the microphone during a call
- Please mute your microphone when you're not speaking in the meeting.
Exercise 3
Practice
Choose the Correct Synonym for: Front desk clerk
Manager
Receptionist
Designer
Caller
Choose the Correct Synonym for: Redirect
Block
Reject
Transfer
Cancel Reject
Choose the Correct Synonym for: Voicemail
Alarm sound
Recorded message
Email notice
Missed call
Choose the Correct Synonym for: Mute
Record
Yell
Speak up
Silence
Exercise 4
Business Dialogue
Direction: Read the conversation aloud with your teacher and fill in the blanks.
Word Bank:
Mute
Redirect
Voicemail
Front desk clerk
Situation: Lisa calls to speak with Mr. Carter, but he’s unavailable.
Lisa
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
Good morning, this is Lisa _______. May I speak with Mr. Carter?
_edited.png)
Receptionist
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
I’m sorry, he’s not _______ at the moment.
Lisa
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
No problem. Can you _______ me to his assistant?
Receptionist
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
Certainly. Please _______ for a moment.
Lisa
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
Thank you.
Receptionist
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
His assistant isn’t answering. Would you like to leave a _______?
Lisa
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
Sure. Or maybe I can leave a _______ if he doesn't return the call?
Receptionist
Word Bank: message, mute, available, receptionist, voicemail, transfer, speaking, hold.
Absolutely. I’ll make sure he receives it.
Exercise 5
Study Guide
Direction: Read the study manual aloud
"Phone Etiquette for Professional Conversations"
1. Start with a professional greeting and identify yourself clearly
Begin the call with a polite “Good morning” or “Hello,” followed by your name and company to set a respectful tone.
2. Use polite phrases: “May I,” “Could you,” “Please hold,” etc.
These expressions show courtesy and keep the conversation smooth and professional.
3. Speak slowly and clearly; especially when giving names or numbers
This helps avoid misunderstandings, especially in noisy environments or with unfamiliar callers.
4. Know how to take or leave messages professionally
Use phrases like “May I take a message?” or “Can I let them know you called?” and write down key details accurately.
5. Always thank the caller and use respectful tone and language
End the call politely with a “Thank you for calling” or “Have a great day” to leave a positive impression.
Listening Practice
A Polite Phone Call
1. Who is the caller trying to reach?
2. Why isn’t Ms. Lawson available?
3. What is the message about?
4. What does the receptionist say at the end of the call?
Exercise 6
Discussion
Discuss these questions to practice speaking and share experiences.
Talking About the Workplace
1. How often do you use the phone at work?
2. What phrases do you use when answering work calls?
3. How do you leave a professional voicemail?
4. What are the challenges of speaking on the phone in English?
5. How do you ask someone to repeat information on the phone?
6. How do you respond to a rude or difficult caller?
7. What’s the difference between phone etiquette and in-person etiquette?
