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Learning Objectives
By the end of this lesson, you will be able to:
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Identify the main point in a message.
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Organize ideas in a logical order (main idea → supporting points → example).
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Communicate clearly using structured examples.
Exercise 1
Useful Expressions
Direction: Read the useful expressions with your tutor.
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
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
Good morning, this is Lisa _______. May I speak with Mr. Carter?
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Receptionist
I’m sorry, he’s not _______ at the moment.
Lisa
No problem. Can you _______ me to his assistant?
Receptionist
Certainly. Please _______ for a moment.
Lisa
Thank you.
Receptionist
His assistant isn’t answering. Would you like to leave a _______?
Lisa
Sure. Or maybe I can leave a _______ if he doesn't return the call?
Receptionist
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
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Exercise 6
Discussion
Discuss these questions to practice speaking and share experiences.
- <p class="font_7">Talking About the Workplace</p>
<p class="font_7"><br></p>
<p class="font_8">1. How often do you use the phone at work?</p>
<p class="font_8"><br></p>
<p class="font_8">2. What phrases do you use when answering work calls?</p>
<p class="font_8"><br></p>
<p class="font_8">3. How do you leave a professional voicemail?</p>
<p class="font_8"><br></p>
<p class="font_8">4. What are the challenges of speaking on the phone in English?</p>
<p class="font_8"><br></p>
<p class="font_8">5. How do you ask someone to repeat information on the phone?</p>
<p class="font_8"><br></p>
<p class="font_8">6. How do you respond to a rude or difficult caller?</p>
<p class="font_8"><br></p>
<p class="font_8">7. What’s the difference between phone etiquette and in-person etiquette?</p>
