1

Telephone Communications Practice

Student Scenarios Part One
1.

Work in pairs for this activity. One person in the pair should have Student
Scenarios Part One. The other person should have the Student Scenarios Part
Two.

2.

Take turns being the caller and the receptionist.

3.

If you are the receptionist:

a. Tell the caller that the person they want to speak with is not in the office or
is not available.
b. Make sure you get all the important information from the caller, and that
the information is accurate.
c. Use your best telephone communication skills.
d. Write all the information on the Message Taken form.
e. Have your partner check it to make sure it is all correct.

4.

If you are the caller:

a. Try not to prompt the receptionist. Let her ask you for important
information.
b. When you finish the call, check your partners work to see it if is correct.

Message 1
Caller:
Good morning. May I speak to Alistair Kerridge, please?
Oh. May I leave a message, please?
My name is Afaf Al Mansoori. Im calling from Adnoc. Please ask him to call me
tomorrow afternoon.
My phone number is 02 666 1515.
Thank you very much.
Message 3
Caller:
Good morning. May I speak to Rachel Ward, please?
Oh. May I leave a message, please?
My name is Janice Adams. Im calling from Kids R Us. Ask her to call me on Thursday,
please.
My phone number is 02 614 0677.
RUWC

2015

Message 5
Caller:
Good morning. May I speak to Suad Khalfan, please?
Oh. May I leave a message, please?
My name is Noora Al Katabi. Im a friend of hers. Can you tell her that I wont be able to
meet her for lunch today, and that I will call her back, please?
My phone number is 050 618 3457.
Thanks very much.
Message 7
Caller:
Good morning. May I speak to Manisha Krishnan, please?
Oh. May I leave a message, please?
My name is Ann Smith. Im calling from World of Toys. Can you ask her to call me
about invoice number 4525 as soon as possible, please? There is a problem with the
order and I need to speak with her urgently.
My mobile number is 633 9444.
Thanks very much.
Message 9
Caller
Good morning. May I speak to Hayat Anwar, please?
Oh. May I leave a message, please?
My name is Maha Al Qamzi. Im calling from Dubai Computers. I want to confirm our
meeting for tomorrow. Please tell her that I want to drop by her office today at 1.30.
My phone number is 050 629 5579.
Thank you very much.

RUWC

2015

Telephone Communications Practice

Student Scenarios Part Two
1.

Work in pairs for this activity. One person in the pair should have Student
Scenarios Part One. The other person should have the Student Scenarios Part
Two.

2.

Take turns being the caller and the receptionist.

3.

If you are the receptionist:

a. Tell the caller that the person they want to speak with is not in the office or
is not available.
b. Make sure you get all the important information from the caller, and that
the information is accurate.
c. Use your best telephone communication skills.
d. Write all the information on the Message Taken form.
e. Have your partner check it to make sure it is all correct.

4.

If you are the caller:

a. Try not to prompt the receptionist. Let her ask you for important
information.
b. When you finish the call, check your partners work to see it if is correct.

Message 2
Caller:
Good morning. May I speak to Anood Sultan, please?
Oh. May I leave a message, please?
My name is Karen Browning. Im calling from Union National Bank. Please ask her to
call me after 9:30 tomorrow morning.
My phone number is 02 656 1432.
Thank you very much.
Message 4
Caller:
Good morning. May I speak to Bader Salem, please?
Oh. May I leave a message, please?
My name is Sara Rush. Im calling from the Abu Dhabi Mens College. Please tell him
that I will call him back at 4:30 this afternoon.
My phone number is 02 621 8729.
RUWC

2015

Thank you very much.

Message 6
Caller:
Good morning. May I speak to Fatma Zohail, please?
Oh. May I leave a message, please?
My name is Mariam Ahmed. Im a teacher at her daughters school. Can you please tell
her that I want to confirm our meeting at the school tonight at 7:00 pm?
My phone number is 050 674 0220.
Thank you.
Message 8
Caller:
Good morning. May I speak to Jane Frost, please?
Oh. May I leave a message, please?
My name is Salma Al Mehairi. Im calling from Al Noor Hospital. I need to change the
time of her appointment tomorrow. Can you ask her to call me as soon as possible,
please?
My mobile number is 637 9249.
Thank you very much.
Message 10
Caller
Good morning. May I speak to Abdul Azeez Nasser, please?
Oh. May I leave a message, please?
My name is Susan Dale-Johnson. Im calling from Alliance Francaise. I am returning
his call. Please tell him that I will call him back tomorrow morning.
My phone number is 050 610 2851.
Thank you very much.

RUWC

2015