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Learning Objectives
By the end of this lesson, you will be able to:
- Answer client calls professionally and clearly at work.
Exercise 1
Situation
Direction: Read the situation for today's lesson
Alex is at his desk when the phone rings. It’s a client calling with questions about a project. Alex needs to answer politely, introduce himself, and ask the right questions to understand the client’s needs. Mr. Miller wants quick and clear summaries, Sarah might offer helpful suggestions, and Omar is observing how Alex handles calls so he can learn. Alex must sound professional, confident, and friendly, even if the call is unexpected.
Exercise 2
Vocabulary
Direction: Listen and repeat after your tutor
Screen calls
Verb phrase
/skriːn kɔːlz/
Meaning:
To check and decide which calls to take or forward.
- I usually screen calls to make sure urgent issues are handled first.
On the line
Idiom
/ɒn ðə laɪn/
Meaning:
Someone is currently waiting on the phone.
- Hello, Mr. Lopez is on the line for you.
Put through
Phrasal verb
/pʊt θruː/
Meaning:
To connect a caller to the right person.
- Could you put me through to the sales department, please?
May I take a message?
Phrase
/meɪ aɪ teɪk ə ˈmesɪdʒ/
Meaning:
A polite way to ask if you should write down a message.
- If he is busy, may I take a message?
Exercise 3
Office Conversation
Direction: Read the conversation aloud with your teacher.
Situation:
Alex answers a client call at BrightCore Solutions.
Good morning, this is Alex at BrightCore Solutions. How can I help you?
Alex
Hi Alex, I have a question about the project deadline.
Client
Let me check. One moment… Are you on the line with Mr. Miller or should I take a message?
Alex
I’d like to speak with Mr. Miller.
Client
Of course. I’ll put you through now.
Alex
Hello, Alex said you wanted to discuss the deadline?
Mr. Miller
Yes, I wanted to confirm the dates.
Client
Thank you, Alex, for screening the call efficiently.
Mr. Miller
Check Understanding
Direction: Answer the questions about the conversation.
1. Who does Alex first speak to on the phone?
2. What does Alex ask when Mr. Miller is busy?
3. What does 'put you through' mean in this conversation?
Exercise 4
Study Guide
Direction: Read the study manual aloud.
Answering phone calls professionally is an essential workplace skill. The first step is to answer promptly and politely, stating your name and company. This creates a clear introduction for the caller. Always listen carefully and identify who the caller needs to speak with. If the person is unavailable, offer to take a message politely using phrases like, “May I take a message?”
In many offices, calls need to be screened to ensure urgent matters are addressed quickly. If the caller needs to speak with a manager or colleague, use “put through” to connect them efficiently. Keep a friendly, professional tone throughout the call.
American business culture values clarity and efficiency, so avoid long explanations unless necessary. Recording important details and confirming them at the end ensures the call is productive. Practicing these steps regularly will help you sound confident and professional on every call.
Exercise 5
Choose the Correct Answer
Direction: Direction: Select the correct answer from the options A, B, or C.
- 1. Alex is sitting ___ his desk when the phone rings.
A. on
B. at
C. in
2. He answers ___ friendly and professional tone.
A. in a
B. in an
C. in the
3. Mr. Miller ___ happy with Alex’s handling of calls.
A. is
B. are
C. be
4. Yesterday, Alex ___ the client’s call efficiently.
A. answer
B. answered
C. will answer
5. Omar observes ___ so he can learn.
A. him
B. he
C. his
6. Alex speaks clearly and ___ to avoid confusion.
A. slow
B. slowly
C. slowness
7. The client is ___ important caller.
A. a
B. an
C. the
8. Alex asks if he should ___ a message.
A. take
B. bring
C. put
Exercise 6
Discussion
Direction: Discuss these questions to practice speaking and share experiences.
1. How do you answer a work phone professionally?
2. When should you take a message instead of transferring a call?
3. What phrases do you use to sound polite on the phone?
4. Where do you feel most confident speaking with clients, in person or on the phone?
5. How do you handle unexpected calls politely?
6. What steps do you take to make sure you understand the caller?
7. How do you introduce yourself on a professional call?
8. When is it important to screen calls at work?
